Metro Mattress

Metro Mattress

Buffalo, NY

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Overall Rating2.8 out of 5
See all 67 reviews

About Metro Mattress

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Metro Mattress Reviews

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Page 1 Reviews 0 - 10

Reviewed Feb. 25, 2023

I ordered a full mattress and foundation directly from their very easy-to-use website. I am so happy with my purchase. Delivery was a great experience and both delivery and setup was free. The two guys who did the delivery were very kind and after setting up the bed they took all plastic coverings with them. I was also able to keep track of the delivery through their website. You get a three-hour window for your delivery and the driver will call when they are a few minutes away. Great place to buy a mattress! The mattress is very comfortable.

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Reviewed Feb. 11, 2023

Our purchase experience at Metro Mattress was delightful. The salesperson was informative. We were able to test a number of mattresses. We had a good time and felt we had made a good purchase when we left. However... here's the "rest of the story." We loved the feel of the mattress that we tested in the store and, although it was more than we planned to spend, decided it was worth it for a comfortable, plush, but supportive mattress and zero gravity adjustable bed. We have been very extremely disappointed with the mattress we received, which feels nothing like the one we tested in the store.

Delivery was prompt and the workers were courteous. They asked how high we wanted the bed to be and I told them 24", which would be a comfortable height for us to climb into. However, at the lowest bed frame setting the top of the bed is 29", which almost requires us to jump up to get into the bed at night. We rarely use the bed adjustments and, although we do like the vibration setting, the cost was far too much for features we rarely use.

The biggest disappointment is the comfort of the mattress, a Chattam & Wells Windsor Castle Luxury Queen. Initially, it felt like we were lying on the floor. We spoke to the manager of the store and she said the mattress had a protective layer for shipping that had to be broken up. We jumped on the bed for an hour to break up that top layer and the mattress was definitely more comfortable, but much firmer and far less plush than the mattress we tested in the showroom.

We learned that they use a 900 pound roller to break-in the mattresses in the showroom. Since my wife and I barely exceed 200 pounds combined, it's doubtful our mattress will ever feel like the mattress we thought we were purchasing. We added a 2" foam topper, which should not be necessary on a bed that cost thousands of dollars. Even with the topper the bed remains much too firm and uncomfortable. We feel we were duped.

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    Customer ServiceStaff

    Reviewed June 8, 2022

    I have purchased several beds and bed accessories at Metro mattress over the years. Recently I purchased a bed at the Webster store. The mattress was sagging in the middle and I spoke with the store manager who indicated that he could give me a customer loyalty credit for a new mattress. He also indicated that he would be on vacation but I could visit the store on Monday so I didn’t have to wait until he returned. The manager indicated that his associate Chad would be able to help me. And if there was an issue that Chad could always contact him via text or cell.

    So I drove 25 Miles to the store. When I arrived at the store it was locked at 5:30 PM and the employee was in his car. When he finally got out of his car and unlock the store to let me in he told me he could not help me because I was “not in the system“. I asked him to contact the manager paren just like the manager told me to and paren he became irate and angry. He said nothing could happen until the store manager return and he would never contact manager etc. etc. He asked me to leave the store and became aggressive. He clearly wanted to eat the dinner he had just purchased. Terrible customer service. He had absolutely no interest in resolving the issue. He wanted to be somewhere else and made it very. I asked to speak with someone at Metro mattress with still no response. Not worth it - shop elsewhere

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    Customer Service

    Reviewed April 30, 2022

    Stopped in Metro Mattress store Camillus NY looking for a king bed. Salesman said they could not afford to set up king beds at that, location But assured us we would get what we ordered, they delivered 2 beds pushed together calling it a king bed, We called salesman. He hung up on us, second call he said it was out of his hands, We paid 7980.00 dollars for this abuse, after the 15 day refund policy and their so called comfort policy expired, and we stopped payment, someone called from the company wants to work with us now, we just want to return their junk, and go buy a bed from a reputable company, that doesn't have several pages of disclaimers posted inconspicuously somewhere on the internet,

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    Reviewed Aug. 9, 2021

    Ordering an entire bed (mattress, headboard, footboard, and frame) has been a nightmare. Brad at the Olean office took care of me online, and I thought what great service. Then he offered me a deal on a "floor model" that when delivered, was full of stickers, tape, scratches, and gouges, and looks like it was dropped from a plane. The delivery guys came three times (two times without the frame, and then the third time they were supposed to bring a new headboard and footboard, but didn't. They put it together in about 2 minutes, and the footboard/headboard is so loose, no one could sleep on it. The headboard and footboard is so scratched up and gouged, and I knew that I was getting a floor model, but this looks like it was either dropped from a plane or put out in the garbage before they delivered it.

    I know I was offered a floor model, but I spent $1200, and thought I was going to get a quality product. I am not going to spend my valuable time trying to remove stickers and tape and trying to fix the gouges and scratches so it is presentable. I am also not going to hire someone to put this together properly. It is so loosely attached no one could sleep on it. I would like my money back, and would prefer to go to a reputable company that knows what they are doing, and are selling a quality product. Could someone please contact me, so disappointed in your product and service.

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    Customer ServicePriceStaff

    Reviewed July 7, 2021

    A bed that we had on hold, and not yet ordered, was delivered to our home despite the fact that we had called to cancel the hold. In addition, this bed had been sent out even though my spouse had not been out to see if it was comfortable. The salespeople, Kamryn and Craig, were not listening to our concerns. I spoke to Kamryn letting him know that the bed on hold was more than double our budget. He did not offer to show me other products in that price range.

    I also told Kamryn that we were in the process of refinancing and did not want a credit line open. I asked him to close our store credit line, but am not convinced that has been done. My husband called to cancel everything on a Saturday, yet the delivery person arrived Tuesday morning. My concern is that people who are new to making large purchases may be pressured into making purchases that are not right for them. We feel that in our case the large sale was far more important than the customer's needs.

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    Reviewed Feb. 2, 2021

    We were not in a hurry to purchase two mattresses. But we thought we were getting a good deal. The tow mattresses sit next to each other. One is 17 inches high, the other is 10 inches high. Big difference. I messaged with person with my concerns. They only suggested I raise the lower bed frame. This puts the bed too high for my wife to get into. Salesman never pointed this out. Plus we were not in a hurry and was never suggested in coming back in two weeks when mattresses would be on sale. $1,800.00 and very disappointed.

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    Reviewed Oct. 11, 2020

    My experience was absolutely horrible. I wanted to build my credit so we sat there and talked for two hours about it. Needless to say I got set up with a company that will not build my credit. I guess read The fine print is important. I do want to make a formal report and would love a phone call. I would love to say names but they said we couldn’t. I wonder how some people can go to sleep at night knowing that they may have destroyed somebody’s day just by deceiving them. I will never go there again.

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    Reviewed Aug. 25, 2020

    I have never experienced anything like this in my life. I would say use car salesman but I don’t want to cast a bad light on used car salesman. Went to both Stores and cannot believe how rude the salespeople are. We are in a recession people and in both stores I was the only person there. I didn’t end up purchasing the mattress because I liked at god for bed. I have to return it. Never go again!

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    Reviewed Jan. 18, 2020

    From their selection, to the quality of their products, their customer service and their prices, this store gets the highest marks in all categories. I would never/will never attempt purchasing a mattress in any other store. Over the years I have acquired many products through them with the best results. My only experience with another store made me realize how outstanding Metro Mattress' products and services are.

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    Metro Mattress Company Information

    Company Name:
    Metro Mattress