Metro Mattress Reviews

After we found one we were told we couldn't get sales price and would cost 575.00 more. We looked at another metro store and found one that was same as voucher and was told it was an ordered one people didn't come back for! As soon as we said we had a voucher they stated that we still had to pay 575 more! It was a discontinued one! Changed story again lie! We even went from king to queen. And picked a lower priced one as same amount of voucher but still expected to pay same as one that was better and more expensive.

Had manager call his manager so I could talk to them but he did the talking. Think he called the first store we left not manager. They cut us 200 but still they lie, and are rude! They should tell you up front that you can only put your voucher on items at full price instead of leading us to believe any mattress in store Including sale! Now we have 60 days to try this one out only to find out if we don't like it will have to pay 100 to take it out. Then go thru all this again! Customer service in Syracuse was of no help! We bought in Rochester. Are all mattress companies like this? Worse than cheap car salesman!

I even have a 1-year guarantee that they will take back the mattress any time in the first year of ownership if you're not happy. NOBODY ELSE has that kind of guarantee and that's just one of the many things that set them apart from the competition. This is a 5-star store and I have never been happier in my 58 years and I will ALWAYS go back to Metro Mattress because this was the most pleasant buying experience I have ever had. Thank you ** and **. Steve ** - a VERY happy customer!!!!!

On 10/21/13 we received a phone call from a "Mark" at the metro mattress customer service relations office in Syracuse, NY telling us that the claim was rejected. During our conversation he was very rude and unprofessional. After an extended and unhappy conversation, he just hung up on us. I can't imagine any company having such a person representing them. We subsequently bought a "topper" in an attempt to tone down the pressure points. But to this day (1/13/15) we cannot get a good night's rest even with the topper. After reading some of the complaints about how metro mattress runs their business, especially with people like Mark in the forefront, I will never recommend that a person do business with metro mattress.

Our son was a premie and never sleeps well unless he sleeps with us. He gets regular nose bleeds. They leaked right through the protector pad. When the protector leaked, I called the store within 5 days and asked what I should do. I thought I should call the protector company but the woman that sold us the set said to call her if we had "any problems".

The store employee that sold us the set told me "she would contact the company for us". I pursued this with her for awhile, probably about a year and finally gave up. For the record the mattress warranty specifies "no cleaning fluids are to be used". By mid 2014, the mattress had a high lump in the center and both sides sagged very badly. I frequently roll right off the bed. We reported the issue to Metro in Latham, the place of purchase. Mattress Marshals came and inspected the mattress. The woman that came told me the mattress had failed and had over 1 1/2" of sag and should be replaced.

I got a poorly copied form letter (black toner streaks all over page) that looked like it was copied many many times, denying our claim because of the stains. The letter didn't even have a name at the bottom or a number to contact them. On 8/16/2014 I called the store in Latham and found they had no manager. I was told to contact Andrew ** in Glenmont, NY. He said he would look into cases where the Comfort Care protector pads failed and would call me back on Monday 8/18/2014 and update me. He also told me to try Mr. Clean Magic Eraser on the stains. This did nothing.

I hadn't received a call by 8/29/2014 so I called the Glenmont store again. Andrew was in Syracuse but the employee said he would contact him and have him call me that day. I received a call from **, Director of Customer Service Relations in Syracuse. (Isn't Customer Service supposed to be nice and help you?). Mark started off being mean, nasty, insulting and unprofessional. We spoke for 5 to 10 minutes and I got so frustrated I hung up. He did mail a copy of the Mattress Marshals report to me. I don't know if Mattress Marshals lied to me, or Metro Mattress altered the report, but now it shows the mattress only sags 1 1/4".

I am pursuing having a local television station's Consumer Reporter interview us so they can a show how companies like Metro Mattress and mattress manufacturers treat consumers.

This is a shady, non-trustworthy company, and the mattresses don't even seem close to the ones you try in the store. I will never buy another mattress from them. We have bought 2 other mattresses in the past 5 years from Jamestown and Value City with no problems. Stick to the well known brands like Sealy, Serta or the one of the Sleep Comfort/Tempur-Pedic, but use a store who actually honors their warranty and doesn't try to make you buy the Gortex cover, as a means of keeping warranty intact. Their warranty is worthless promises either way.

When I tried to "exchange" it, I was told since I didn't purchase a mattress cover from them, I couldn't exchange it and to go through the warranty. After 6 months, I called the warranty people. Well, the warranty brings you in circles. When you call them, they tell you to call the store, then the store gives the manufacturer, who then refers you back to the warranty. Warranty people say they need a return # from the store, the store doesn't know what they are talking about. Did this on and off for 2 years. Also, when you use the warranty, you have to pay a discounted rate to exchange. So I have been waking up every morning with back pain. What a waste of money.

Since I thought they were the only mattress seller in town, I went forward with financing the purchase. They printed me the contract and told me where to sign. As I was reading the back of the contract, they told me twice in a nutshell what the back said (not mentioning the refund policy) and told me where to initial the back. It didn't occur to me at the time that I was being rushed through the back of the contract. When the mattress and box spring were delivered, I thought it was odd that the mattress and box spring could be handled alone by one 150 pound guy. This led me to suspect the quality was less than the last one I purchased, which weighed a ton. Also, the delivered box spring seemed flimsy.

The next morning, after a sweaty night's sleep (it supposedly had a cooling layer) and feeling a little ripped off by the quality, I called the store and told them to come get it and why. They told me the policy was clearly posted in the store and on the back of the contract that there were NO REFUNDS period. I asked them to have their manager call me. Instead, the corporate store policy expert called me and reiterated that the no refund policy was clearly posted in the store and on the back of the contract. But while it was against their policy, they would exchange it for another model if I would purchase a mattress protector after the fact, which was one of the things they tried to up-sell to me when I had initially made the purchase and if I would pay the difference of the new model.

I told them that I had already bought the most expensive mattress that I could afford and that they had and we agreed that I could not get better quality for the same money in an exchange. I asked about buyer's remorse laws. They said the only laws they were subject to were laws against taking back mattresses because of the personal nature of the product (third lie as they had agreed to an exchange after the fact). So there was nothing that they were willing to do unless I paid them more money.

That same day I went back to the store and searched for several minutes for the clearly posted no refund policy, and found it on the desk in an upright picture frame behind other promotional literature. That was the only place where it was posted. I also found a store nearby that sold a Tempur-Pedic mattress that was heavier and more comfortable (same size) for about $900 less. I then sent an email to corporate Metro Mattress complaining about these misleading and dishonest sales practices. I was contacted by phone again. This guy who called me was, I'm guessing, about mid-twenties and had the audacity to tell me that he knew for a fact that the salespeople never said to me that prices had been steadily going up on Tempur-Pedics and that I would not find another one for less. This immature kid bared witness to something he wasn't even present for!

Again, he agreed to take the mattress back if I would purchase a more expensive, higher quality mattress. In other words, they would try to make me happy but they're keeping my money no matter what. He even said to me that, "You don't go into a Mercedes dealership looking for a Kia." I told him that I didn't know I was in a Mercedes dealership and made it clear to the sales staff that I was never brand shopping. This was to no avail. He was also insulting and tried to tell me that my understanding of economics (namely that there are financial reasons that prices don't steadily go up on products as supply chains are created, production efficiencies are increased and research and development costs get fully amortized, they go down) was just wrong. I have bachelor's degrees in economics, accounting and finance.

I later found out that Metro Mattresses' sales staff are commission based. I should have picked up on that, but it's been a while since I made a large furniture purchase. DO NOT GO TO METRO MATTRESS. They are top of the line in price only, unlike Mercedes that actually have somewhat higher quality, outstanding customer service and after sales care.

** said he apologized for the mix up and would have two pillows delivered with our box springs; that made me feel a little better! Well once the correct order came to our home, they brought us two twin size pillows. Now tell me, what am I going to do with these on a huge king size bed? So I called the store once again and was spoken to rudely by ** and told he wasn't going to give us the king size pillows. The ones he gave us were worth $20 a piece. Well guess what, I lost over $20 an hour having to leave work early and those pillows do not even come close to fitting on our bed that we spent over $1,500 on. We will never buy from them again, and I will spread the word on their poor customer service!

After they left, I went it to unwrap it and it was not the mattress I saw and purchased. It is, to put it bluntly, "a piece of crap" and certainly did not even resemble the one I bought and I was extremely unhappy. The bottom fabric is not the same as the mattress top and is a flimsy piece of fabric and the corners have little holes in them. Why would I buy something like this, and why would I lie?

I immediately called the store and was told by a Chase that the salesman was not there then but he would check the order. He said he would call me back which he did. He "claims" it is the one I bought and, I assure you, it is not. I told him I would be at the store tomorrow morning and if they do not resolve it to my satisfaction, I will talk to our Better Business Bureau. I expect to receive the one I picked out and, if not, I will put a full complaint on the BC Voice, our local site to voice complaints about bad business practices.

A few years ago, my son and his wife bought a set there and last year, I bought one and have been fully satisfied with them. So, I am hoping you will see what I am saying and make it right for me.

Tonight, Oct. 1st, I stopped at the Canandaigua, NY Metro Mattress. There was a new salesman in the store. He had no idea how to use the computer. He was unable to find my purchase history and when he called his regional manager, he was told to have me fill out yet another warranty claim! Why does a 10- to 20-year warranty mattress need to be replaced just after 7 to 3 months? Why is Metro Mattress still open? When and how do we as unsatisfied, uncomfortable people get our money back?! Not only did I spend a great deal of money on this mattress, I also have medical bills for a knee scope, a cortisone injection, chiropractor co-pays all because of these 3 ** mattresses I have been sleeping on since May 2011!

Metro does not care if it has happy customers. They said I was childish and unreasonable. Really? To insult a customer? They also do not return phone calls and emails. Don’t ever buy from Metro Mattress.

My wife and I made a purchase of 2 twin XL mattresses on 3/25/11. We trusted the woman associate directing us on a good quality mattress. Well she failed because my wife went back in 2 weeks after purchase and this same worker denied her of their comfort exchange program. She told my wife over time it will feel better.

Well after a few months, I went online to see their policies and what we should do because we were both very unhappy over these 2 mattresses we had paid $822.00 for both. They are too firm and feel very uncomfortable, different feel also from the one we tried at showroom. We then called the location we originally bought from at 5095 Transit RD in Clarence, NY. This was near the end of Oct 2011.

In Oct 2011, new associate said to, “come on in and we will take care of you and your wife.” I told him, “We may be a little while because it was prime season at my job and we both wanted to be there to discuss.”

I stopped in location again on 1/2/12 to talk face to face with Chris and Don. After updating situation, they said they have to call Mark in service. On 1/3, I called Mark. I left message. He never called back. Few days went by and no word on issue. On 1/5, I called Don and basically they would only have 2 small options. So I called 1/2 price on mattress topper or small discount on Trump Brand XL. I then called Jason P. on 1/6, I asked for a quick recap and he said he would call back, he never did.

I stopped in location again on 1/6 and talked with Chris. No other options, I left unhappy again. I called their corporate # on 1/9 and left message with secretary. Finally, Mark now called me back. To be honest the man had no service skills and no people skills. I told him I called another Metro location and associate told me a better price on same mattress they wanted to give me a discount on.

He said, "Give me the name of person and I will fire them." Mark then went into that he will not play he said, “She said game?” So I mentioned that I would have to spend another $650.00 on each XL I needed, over $1,300.00 on top of the over $800.00 we already spent when we first bought.

This is a very negative experience with Mark and this company. The other strange issue was Mark, Chris, the secretary and the financial officer would not give out who owned this company!

When the installers, Jacob and his partner who didn’t give his name, arrived in our home they told my husband that they were installers not furniture movers. A loud argument ensued. Jacob and no-name would have gotten into the truck with our $2400.00 worth of merchandise and taken off. They tried to forcibly take the piece of bedding that they had already brought into the house and make good their escape. No-name threatened to call the police. Jacob, who was more reasonable than his partner, persuaded him to wait in the truck. In about 30 minutes my husband was able to drag the old equipment to the other room and vacuum so that the new equipment could be installed. Both of your employees were at least 30 years younger than my husband and not disabled that I could see, except for their wanton deficiency of any semblance of human kindness. If they had lent a hand, the job could have been done in 5 minutes and they would have earned a generous tip besides.

We have been loyal customers of your business and have saved up to buy the bedding from a local concern. The rude behavior of your employees has detracted greatly from your previously good reputation. At this time of economic downturn, I cannot believe you would tolerate this shabby behavior when there are many worthy people in need of honest work, people who have compassion for the disabled and the elderly. I must add that Joseph, who sold us the equipment, was most courteous and made many phone calls to us to make sure that our order contained all that we wished. His good manners did much to preserve your reputation despite his inexperience.

Now, I am stuck for a $600 mattress, financed to $1800 until paid and my husband of whom has had three back surgeries, is numb and feeling major effects of tingling, etc. from this terrible mattress. I am sick of being ripped off and I will take this further. Coils are "popping" on my side of the bed and this mattress is two months old!

Describe center support system. How often is mattress flipped, which I asked that question when buying it and he said it never had to be flipped, which only can be flipped end to end, which I have done anyways to see if it would make a difference. If there any soils, rips, stains, blemishes in any way. They also want depth of depression, and depth of box springs. This mattress is hardly sleepable. When I purchased the bed, I asked about the pillow top and how it would be for my husband because he has a bad back. He told me that under the pillow top there was extremely firm support that would help my husband. When we try to sleep on it, we both roll to the center of the mattress. I measured the depth of sink and it is 2" without anyone laying on it and 4" with just one on it. Also in order to file this complaint, they want me to pay them $49.99

They also use a machine there to determine what type of bed you need. I think this is pretty fishy as it said I needed the absolute opposite bed of the type I prefer & the salesman wouldn't even show me the types of bed I said I liked. I know I should have left as soon as this happened, but hindsight is 20/20. I hope though that by reporting this, I can benefit other customers like myself. thank you

Also the items (mattress and box spring) were definitely not what we had originally purchased.

and hopefully will see a credit to our credit card.

We will not use Metro Mattress in the future.