ComplaintsforMetro Mattress Corp.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I went o Metro Mattress in Portsmouth, NH on Feb 8 to purchase a mattress. The young man who greeted us was Sage who was filling in for the store manager from Concord. He wasa great sales person who convinced us to buy a few items, a ****** mattress, ************ adjustable base and 2 ************ pillows. He sold us on the 24-month interest free financing. However, when he put the order through another financing company went through (not sure how this system works?!) and we ended up with a retail credit card for 12 month financing that we DID NOT sign up for. When we paid of the amount within a month, closing that credit card actually hurt our credit despite of what we were told in the store. Then we went back to the store to have of one our pillows replaced as one arrived super firm and the other was super soft (both were supposed to be the exact same pillows) and to have someone look at the adjustable frame that was causing us some trouble. The Portsmouth locations' store manager greeted us and promised to get this taken care of and we would receive another pillow and have a technician come to our house within the next 2 weeks. This NEVER HAPPENED. We are extremely disappointed that we not only got lied to when purchasing the items but the follow up service is non existent.

  

  Business response

  05/29/2024

  I left 2 voicemails for the customer so I may assist with the complaint.  Customer has not responded.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in on November 2023 to finance a mattress. I picked one of their brands because it was on sale. It was delivered on the 8th I was not home and as I got home that night from work I noticed the seam strings hanging off of the entire mattress. I took pictures and called the place a couple days after my surgery on the 9th. It took over a week for Asia to even speak to me. Apparently there's no communication. At that time the mattress was sinking in on sides. Asia stated she sent over information to Warranty Department. The Warranty Department decided to contact me on February 7th!!!! 90days after my contract where I have to pay it off or continue to pay. The woman said it was just one of those things ...they had changes in their Department and forgot about me. I want payments to stop!! I give no more Authorization to take any more money from me!! Either they pick it up and give me money as I asked in first week or replace it or stop collecting and I'll own a damaged non named brand mattress!!!! I told Warranty Department exactly that!!!! Then they withdrew money on February 9th!!! I will bring in law enforcement and charges of fraud and bad business practice lawsuit against them if this is not resolved immediately!! My credit will not suffer because of their problems.

  

  Business response

  02/14/2024

  Hello, I called and left Mrs. a message in regards to her complaint.  When she called back in she was yelling the entire time that she works at **** and can get a ***** mattress for half the price.  Mrs. continued to carry on for about 5 minutes not allowing me to say anything and then said she was disconnecting the call.  If Mrs. would have allowed me to speak I could have asked for photos and started the claim process for her.  We can still initiate claim for customer.  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The mattress is braking down its less than 3 years old and because of it having stains on it they say it is no longer under warranty and it has a 10 year warranty on the mattress and I have 1 moor payment on the bed

  

  Business response

  02/13/2024

  Hello, customer was advised that if the mattress is professionally cleaned and stains have been removed then we can proceed with replacement of the mattress.  Attached is the warranty from the Manufacturer stating any stain(s) on the mattress will void the warranty.  Customer has been provided this information.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I financed a ****** ***** bed from Metro Mattress on Nov 24, 2023 and it was delivered to me on Jan 15, 2024. The bed felt far more firm than I expected and after one week (Jan 22) I went to the store to discuss options. I was told I would be able to exchange the mattress for one of equal or lesser value and the financing would be updated based on the new price. I took another look at the mattresses and found one I was happy with of a lesser value. They told me to wait another week to ensure I would like to exchange and then I could simply call for the finalization. I then called a few days later (Jan 26) and was told the opposite, that I could only exchange for a bed of equal or more value. I went in person the following day (Jan 27) to discuss and explained the situation and the sales person said since it was not him who advised me on the exchange he could not help but I should talk to the original sales person and escalate the issue to his superior. The next day (Jan 28) I was able to meet this person at another store and he denied my claim. I then asked to exchange the bed as we had originally discussed and keep the rest of the money as store credit. He then told me since the bed was financed and I have not paid for it yet it is not possible to obtain store credit and I will need to buy sheets and pillows for the different of the exchange (1,000 dollars) otherwise I would not be able to exchange the bed. This was not clearly stated in their policy, posted in the store or explained to me at time of purchase and I would like a refund in the full amount of the mattress. I was given no further options and was dismissed when explaining the situation and my grievances as a costumer. I believe they are attempting to push this issue away until the window of time for an exchange has ended. I do not want to do business with this company and request a refund due to their deceiving business practices and lack of clarify on policies. ******* ****  01/29/2024

  

  Business response

  02/01/2024

  Please see attached documentation that customer signed off on for our 30 day comfort trial program.  I offered Mrs. to proceed with the 30 day comfort trial and select a different mattress.  Mrs. stated she was no longer interested in exchanging the mattress and would like a full refund.  As explained in our policies we are unable to return for a full refund.

  

  Business response

  02/05/2024

  Attached please find our policies for a refund and 30 day comfort trial.  This is printed on the back of all sales receipts as well as posted in our Metro Mattress locations.  When speaking with the customer and explaining the comfort trial she stated she was no longer interested in a exchange and wanted a refund.  The customer can still utilize her comfort guarantee she was never denied that.  

  Customer response

  02/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Metro Mattress refuses to acknowledge the situation and their sales persons faults. They have provided no additional solutions and have continuously reiterated their policy, providing me with no options. When speaking to them in person, they strategically bend the truth in their favor, and do not follow through with what they say. They are not honest and will tell you only what is convenient for them in the moment, only looking out for their best interest. This is the worst experience I have ever had with any business. Regards, ******* ****

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

       Mattress does not support, the mattress is a cooling mattress which I am waking up all sweaty sometimes dripping with sweat! Mattress does not perform like they say.     I was told by the sale person they stop selling the ********** **** mattress because they has a lot of complaints.

  

  Business response

  01/25/2024

  Spoke with customer and set up appointment for a service technician to go out and access the mattress.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fiancée and I went to buy a mattress on 1/6/24. They did not go over the terms or conditions of warranty nor explained that this mattress was ineligible for a refund. There was absolutely no discussion of this with us. There were no initials or anything in the designated checkboxes to indicate one way or another on our receipt. We didn’t notice this until after the delivery. Furthermore, the salesperson misspelled my fiancée’s first name on the receipt. The mattress was delivered on 1/8/24, and we were not prompted to sign for the delivery. The memory foam bed was not nearly as firm as the test model the store had us try out, but by then it had been 4 hours since we got it (as it needed to decompress, as a memory foam bed), and the delivery people were long gone. Calling the store, it turns out their copy of the receipt was allegedly initialed, and this mattress was apparently ineligible for a refund according to the salesperson. Although the salesperson “wasn’t supposed to show me”, he showed me his copy of the receipt to confirm this, via text message from his personal cell phone the next day. He did say he would speak to his supervising manager and get back to me that evening. No callback. I called the next day and he said he left a message but that was not the case. I was then told to file a warranty claim for an exchange because the bed was supposed to be firmer than I’d claimed, but it was way softer. I did, but it will apparently only be good for an exchange and not a refund. We want our money back. My fiancée is getting no sleep and is getting out of bed with severe back spasms from this, starting when we first tried sleeping in the bed. There is no support for her back or neck from this mattress as all of the edges sink into the box spring supports. This is wholly unacceptable.

  

  Business response

  01/19/2024

  ****** ******- Exchange of mattress was completed on 1/15/24.

  Customer response

  01/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards, ****** ******

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a King Sized Mattress from Metro Mattress on 5/22/2023. My customer number is *******. The sales number *********. The salesman assured me that in addition to the mattress order that 2 twin box springs which would be appropriate for use under the King sized mattress. I told the salesman that it would not work based upon my bed frame but he insisted that they would (so despite my better judgement, I purchased the 2 twin box springs). When the delivery men came, they agreed with me that the twin sized mattresses would NOT work with my bed frame. I signed a form that day declining the 2 twin box springs delivery and I only accepted the mattress. Since then, I have called the manager ****** **** monthly asking to be reimbursed for the 2 twin box springs. Each time I have been told something different why I haven't received my reimbursement i.e. waiting for corporate to approve, waiting for his manager to be available ( I called on the weekend and they needed a week day to process the reimbursement), and 3 weeks ago I was told that the "check was in the mail". I have been receiving the "run around" for months and do not know how to resolve this issue. The model number the twin box springs is * ****** *********** ****** *** ** ***********. The total for this $ 599.99 I am so frustrated that I was also talked into a mattress protector as well that I don't use or want. Model:: ******* ***** ****** ***** **** **** Protect $229.99 I would appreciate any help with my refund. Thank you. Sincerely, **** *****

  

  Business response

  01/02/2024

  I am working on this issue as we speak. I still am awaiting  information from the store and the salesperson that dealt with the customer.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I purchased a bed from Metro Matress after speaking with a sales representative and trying out a bunch of mattresses. We settled on a *****-***** ********* and had it delivered. We were told we had a sleep trial for the bed to see if it suited us. After a week of sleepless and painful nights we called to see if we could switch or exchange the matress. The sales person said we needed to sleep on it for about a month to "break" the bed in. We knew *****-***** has a 90 day sleep trial so we figured we were good. We called after 1 month and said it was still uncomfortable and asked to exchange the matress. We were told that the 90 day trial was only if you purchased directly through *****r-***** and metro matress only offers a 30 day trial. We asked why we were advised to try it for a month if their policy was only 30 days. We received no help and are now stuck with a matress we are uncomfortable on and will be paying on for 5 years. In my opinion this company lies to their customers just to make a sale and does not help when it's needed.

  

  Business response

  10/23/2023

  I am unable to find this customer in our database by name, phone number or address. Could the customer please provide their customer ID. Thank you.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold us a *********** we were told we would receive it in three days it took about 21/2 weeks. Upon delivery the box spring was torn they gave us the floor model and floor model matress which came with multiple stains and a beat up remote with dead batteries. After multiple calls and complaints for an additional two weeks they finally ship us another bed and box spring promising and ensuring it all be brand new. YET Again box spring came messed up was loud and making noises the matress was another filthy floor model!!!?!!I took more photos and reached out to their regional manager ***** who never even once responded back. I bought the bed for my girlfriend who has degenerative disc in her neck and spine and I myself run my own home improvement company so my job is physically demanding. I spent alot of money for this bed that I'm still making payments on and it's wrong to have to go through all these issues when we just wanted the proper bed we paid for we received trash and we were repeatedly treated wrongfully. I am writing now to you in hopes to get this situation resolved.

  

  Business response

  10/25/2023

  A technician/inspector is scheduled to go out on 10/27 to inspect and attend to the bed set. The customer has been in contact with the coordinator with additional issues. The customer and Metro Mattress are communicating. 

  Customer response

  11/01/2023

  They were supposed to come check out the bed they never showed up

  

  Business response

  11/17/2023

  The customer's information has been submitted for inspection of merchandise.

  Customer response

  11/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I called the store because they never came to  check out the frame and the bed condition The employee who  took my information down stated they would call back and never did.  Its been nothing but a problem with this company  and the deliver  beat up furniture and have horrible customer service. I spent and am still paying a lot of money for this bed and I would like  the situation to be properly address.   Regards,  ******* ****  

  

  Business response

  11/21/2023

  The customer was contacted to schedule an inspection and the customer called the day of inspection to reschedule. Metro Mattress has requested that the inspectors reach back out to Mr. **** to coordinate a time to come out.

  Customer response

  11/27/2023

  No reply from business 

  Customer response

  11/30/2023

   Waiting on a call back ..tried call Multiple different occasions to set up a time yet I get no response

  

  Business response

  01/05/2024

  Metro Mattress has told BBB that they have been reaching out to Mr. **** repeatedly, however, Metro Mattress is telling BBB that Mr. **** will not answer their calls or return messages.  The Metro Mattress coordinator needs to inspect the merchandise as the next step in Metro Mattress' policy.  Also, the set was purchased "as-is"

  Customer response

  01/10/2024

  UPON RECEIVING  OUR NEW BED  IT CAME STAINED  AND THE  VIBRATING BASE IS SO  LOUD IT CANT EVEN BE USED  . THIS IS THE SECOND TIME WE'VE HAD TO DEAL WITH POOR QUALITY PRODUCT  WHEN WE WERE PROMISED A BRAND NEW BED AND BASE AND YET AGAIN ENDED UP WITH A DIRTY BROKEN FLOOR MODEL..  We would like  what we  were promised and what we paid for.   

  Customer response

  01/10/2024

  Metro Mattress has already come and done an inspection.  Metro Mattress came about 2 weeks ago on a Wednesday night at 5pm and did an inspection.  Therefore, this inspection that Metro Mattress is claiming needs to be done has already been done.  Therefore, we would appreciate an offer of resolution in this matter.  UPON RECEIVING  OUR NEW BED  IT CAME STAINED  AND THE  VIBRATING BASE IS SO  LOUD IT CANT EVEN BE USED  . THIS IS THE SECOND TIME WE'VE HAD TO DEAL WITH POOR QUALITY PRODUCT  WHEN WE WERE PROMISED A BRAND NEW BED AND BASE AND YET AGAIN ENDED UP WITH A DIRTY BROKEN FLOOR MODEL..  We would like  what we  were promised and what we paid for.   Regards, ******* ****

  

  Business response

  01/19/2024

  William **** is Picking up merchandise and providing customer with a full refund.

  Customer response

  01/19/2024

  Waiting on my refund once that happens I will be more then happy to drop this claim ..as im still going to be out of a bed not to mention  the Countless hours trying to resolve this claim and getting the run around..yes id consider this to be less then fair ,I rejected it until I am whole ..thanks

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a mattress in July 2018. The mattress has been deteriorating and now there is a permanent indentation in the mattress - I have been trying for more than a month to resolve the issue as there is a 10 year warranty on the mattress to no avail. Also, mattress is all discolored even though I paid $139.99 for a mattress cover which has been on mattress since delivery.

  Customer response

  10/19/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They are now working on it - since I don't have a resolution yet I would like to keep this open for now. Regards, ***** ****** 

  

  Business response

  10/25/2023

  Yes. We are working with the customer on this issue and Metro Mattress finds it fair to keep the complaint open until a resolution has been reached.

  Customer response

  10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩