Metro Mattress Reviews

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.

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!

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.

Poor customer service. I purchased a bed/mattress 20 days ago and still don’t have it set up yet. I’ve had 3 deliveries and still missing brackets to attach headboard to bed base and still don’t have the correct headboard. Supposed to come again in 2 more days. Hope they have the correct parts then.

I currently work here and I have seen upper management bend over backwards for people. The issue I think is people buy $300 beds and expect them to last a long time. Quality matters. Many times customers get upset when they need a warranty and we can’t process it because there are stains on the mattress. They need to understand that Metro Mattress is handling the warranty as a third party and that the manufacturer of the mattress they purchased is where an approval or denial comes from.

Worst Experience I ever had. Once they have your money you are screwed. Won’t work you at all plus they LIE. JOE ** don’t do business with him in the Yorkville store. He came right out and said that I’m stuck with a adjustable base which I paid 1,250.00 for.

Was shopping for a bed for my adult daughter. Walked into Metro Mattress on transit in Lockport and both salespeople were friendly and helpful. They found me a great deal on the perfect bed for my daughter. I will shop here again.

We purchased a mattress with warranty, however, when you go to take advantage you are only limited to certain choices and can't even get some sort of credit to upgrade and pay more. Replacement mattress is junk awful. Good sales staff. Awful warranty.

I purchased a Spring Air Allison Mattress at Metro Mattress knowing they deliver. I had a certain amount of money to spend. Nine months later it ended having impressions so bad. I wrote up a warranty complaint. Lady came out, measured and took pictures. Go back to store. Received store credit, so against my better judgment financed 350 more dollars thinking it is better mattress. Well, nine months later same issue. Unbelievable. So I wrote another warranty complaint. Lady comes out, measures and takes pictures.

Warranty is useless. My recommendation is to be prepared for frustration and anguish if you have any warranty issues when purchasing through Metro Mattress. The store employees were fine, they helped get the warranty process started and I was approved by the manufacturer for a $1234 credit due to the Mattress depressions. I picked out a new mattress and paid the delivery fee and the extra costs of the new mattress. When the delivery people came they stated that the manufacturer would not accept the mattress due to two small stains.

I purchased a brand new bed in Feb of 2017 this year still paying on it. The bed cost $3900. Hasn't even been a year. I told them I couldn’t sleep on it any more it was killing my back. I notice a lump in it, they said I couldn't return it because I didn't buy their $399.00 mattress cover. It isn't covered even though I'm still paying for this garbage and never will I buy a bed from them again nor will I give them a good reference. They are terrible. I didn't even want to give them a star at all. Not even the workers.

On December 30, 2016 I purchased a Spring Air mattress and foundation from Erik at Metro Mattress in Latham, New York. After about a month I stopped by the store to say I wasn't happy with the mattress and wanted to exchange it per their 1-year sleep on it guarantee. Erik said to give it a little longer as the time frame didn't matter as I had one year to make the exchange. Over the next couple of months I noticed a crater was forming around the area where I sleep. I went back to the store and Erik said he would have someone come to check if the mattress was defective.

Bought a $3000 bed and had it for less than a year when we noticed that it had a bad dip in it. We then went back to the store and had a claim written up and submitted to the company. An agent of the company then came to our home and looked at the mattress and said it won't be under warranty because of a stain. At the time we bought the mattress, we also purchased a stain repelling cover for $200.00 to guarantee us no stains, and it didn't work. Not our fault. People need to know that Metro Mattress will not honor their warranty.

I purchased a king mattress set on 2/4/2017 and the sales clerk Ally told me that I would be able to exchange it within a year if not satisfied, never mentioning the fact that there would be a $300. This purchased was financed and was told that it would be 12 equal payments interest free for 1 YR. Upon receiving my first bill it showed I had to pay only $46 monthly, which would never pay the bill off in full.

I purchased queen size mattress for 1600 USD from Metro Mattress John Glenn store 5 months ago. It was depressed after two weeks of use. After inspector's report (took 1.5 months). it was replaced. New one also deformed and depressed after two weeks of use. It was replaced by with different type of mattress for which I paid 150 USD more. It was also depressed in 2 weeks. For the last 5 months, I prefer to sleep on my 300 USD sofa most of the time because of back pain. I and my wife messed up by paying huge amount of money. After inspector's last report for the third mattress customer service told that they can do nothing because it is normal for a mattress to depress! Now I have to throw out this expensive mattress to garbage. If you want to purchase a mattress, DO NOT GO TO METRO MATTRESS.

I purchased a Tempurpedic mattress over a year ago at the Hudson store. After some time noticed the mattress was causing back pain due to it being soft. I went back to store where I purchased mattress from explain to salesperson that the mattress was causing pain. The salesman advised that I could switch out the bed for another one of my liking since it was before my one year sleep on it warranty was up. All I had to do was pay the price difference, so I purchased new mattress.

Went to buy a mattress. Mark the salesmen tried all the high-pressure sales tactics. Today only he had 1 coupon left from Columbus day sale. If I bought today he would give me the only coupon left. He inflated price. The price he gave me was actually $425 more than their exact product on the web (with no coupon needed.) He was going to throw in 2 pillows that cost $200 a piece... really... am I drooling? He keeped insisting a only try the termapuric brand. He must get a better commission on that. They sell other brands but he didn't want me to try them. He said if I try too many beds it would only confuse me. Guess I am drooling again.

Their salesmen will say anything to "close the deal." Bought a Tempur-Pedic Mattress at the NY State Fair from Metro Mattress. After salesman assured us that there was no risk, quoting Tempur-Pedic's policy "90 days to return the mattress for a refund if unsatisfied for any reason", we made the purchase. Now after 30 days of back and neck pain, I find out that the store will not refund your money for any reason. They will do a trade for something of equal value as long as I am willing to pay the return shipping and pay for the gifts received at the fair (a mattress pad and two pillows which also provide more neck pain - valued at $300). Absurd! Shipping of a new mattress was not discussed, but I expect that I would be responsible for that to. Made numerous calls to their corporate number and left messages. It's amazing that no one is there to take calls. Never once was contacted by Metro Mattress. DO NOT DO BUSINESS WITH THESE PEOPLE!

My wife and I went to a Metro Mattress in Yorkville, NY to simply buy a new mattress/box spring. We were coerced into the Tempur Pedic ADJUSTABLE bed with a verbal promise of a 30 day return trial (but plus a $99 fee). Going by this "promise", we had it delivered and decided we didn't like it. We went back to the store, and was told the adjustable platform could not be returned!!! Only the mattress could be "exchanged" (w/$99 fee)! After calling, and numerous arguments including with the regional manager from Syracuse, NY, we are now stuck with A $5,600 adjustable bed we didn't want in the first place!!! This is OUTRAGEOUS! I CAN'T BELIEVE THERE IS NOT A LAW AGAINST THESE KINDS OF MERCHANTS & SALES RIPOFFS!

We purchased a "guaranteed" mattress and when the middle basically collapsed an inspector was sent out that denoted the shoddy shape but did not approve for return. Extremely disappointed, this is a company that is focused on making a sale and then forgetting their customer. Would never go there again and would not recommend to anyone. Their commercials are misleading.

When I purchased my mattress with an adjustable base, I was assured the height would be no higher than 24 inches from the floor. When my set arrived, it much higher than was contracted. Eventually I fell onto the floor as I was transferring to the bed, and broke my leg. Since that time, my nightmare hasn't ended. I'm writing this to warn consumers to search elsewhere if they are looking for quality products, and a trustworthy business.

My girlfriend and I purchased a Therapedic ECO Gel ("Vienna") Queen size mattress made with soy and Eco-friendly materials with a price tag of $2,999.99. The salesperson "Emma" sold us the mattress for $1,800.00 when in fact a brand new mattress from an actual authorized retailer is only $1,200.00 (Syracuse Mattress) released info regarding Metro Mattress being investigated 7 years ago by the NYS AG's office.

I purchased a Eco-Gel II Premium Deluxe King set from Metro Mattress from Mark in Rochester NY. Delivery and removal was set up and I paid to have old set removed. They called to ask if there were stairs or if I was in an apartment. I said no, a ranch house. Delivery truck (Jim and Mark?) arrived. I was the 8th delivery of the day for them according to "real time tracking" on the site. They were to be here by 4. Now I know why they were here at 1:30!

Purchased the latest and greatest bed with 2 different kinds of mattress, one for her and one for me. Bed works great. Bought pillows for over 100.00 each, work good. Set up and installing this bed was a complete disaster. They came here over 5 times and could get it right and we had to take 2 days off from work. 2 different Saturday appts and finally 1 night after work that took 3 plus hrs. Sales team said to us there would be no problem to using our headboards with their frame assemblies. LIES according to the setup crew and there were 4-5 different people that said that.

I just got my new bed and am really happy with it. The staff was knowledgeable and helpful. You can return it within a year if you don't like it which I thought was definitely beneficial. There is a restock of a hundred dollars if you do trade it in but the benefit is obvious if you are going with a good quality mattress which can be pricey.

Metro Mattress exchange/return policy is NOT customer friendly. They say they beat competitors prices, but their policy does not match competitor prices if you decide to exchange your mattress for another one. Even though you can return a pillow at any other retailer in three counties, their policy does not allow pillow returns. This is a pretty stiff policy when you are paying $150 per pillow. You can exchange a mattress up to three years, if you pay a restocking fee, but you can't return a pillow the NEXT DAY.

I went with my daughter 2 months ago to buy a mattress. We were looking for something inexpensive and was told we don't have anything for less. We went to the store in Liverpool on 57. So $1700.00 dollars later we had picked out the mattress and metal bed frame. It hasn't even been two months and the box spring is broke. Filled out the paperwork and I am still waiting for a link to upload the pictures. I was told it can take two weeks to get an email, REALLY???? I was considering purchasing other mattress sets but you can guarantee that I won't be returning to Metro Mattress. The only person who tried to help me was the lady who was working the day I went there to get the warranty paperwork and she filled it out and faxed it for me. Wish I would of got her name. Other than that, don't waste your time because if something goes wrong you're on your own!!

On April 12, I purchased a universal bed frame. I was told that the following Wednesday I would have it. I came in that Wednesday to be told it would be two weeks later that I received my bed frame. I came in 2 weeks later to be told yet again that it would be one more week for this bed frame I purchased. I was obviously not happy but figured if I stuck it out this long then whatever. So tonight on May 25, I stopped in to check on the order. As it turns out, it had been at the store 2 weeks ago. I picked up the mattress and the sales clerk who was there (new and from another store) brought some manners to the Auburn store and helped me get out fast while refunding me a discounted price for being jerked around and having to wait over a month for the frame.

My 20-year old daughter went to the Metro Mattress store in Rochester NY to buy a mattress for her first apartment. She had seen an ad for a 70% off clearance sale. She wanted a similar quality mattress as one we had purchased from MM a few years ago. The sales associate told her that the mattress we got before was no longer available and for her $400-450 price range she should go to BJ's. Frustrated, she left. I went to the Syracuse NY store. While the sales staff was friendly, there were no mattress for 70% off. I agreed to pay the difference and chose a mattress. We confirmed that the previous tenants of her apt had 2 queen mattress/box springs on the second floor.

Looking for a mattress went to metro mattress. They sold us a bed at a price we we're comfortable with. They said it was new and the only thing wrong with it was a hole in plastic covering the bed. Said "ok no problem". End up getting floor model and that voids the warranty if there would be problem down the road. Never was told this until I confronted them about a question I had a on the receipt. Was lied to. Do not go there. They'll rip you off like they tried doing to me. Will never go back for any kind of business with them.