Complaints

This profile includes complaints for Metro Mattress Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metro Mattress Corp.

  3545 John Glenn Blvd Syracuse, NY 13209-1828

  
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  Metro Mattress Corp.

  408 Elmira Rd Ste 100 Ithaca, NY 14850-8653

  
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  Metro Mattress Corp.

  1894 E Ridge Rd Ridgeview Plaza Rochester, NY 14622-2430

  
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  Metro Mattress Corp.

  3540 Mckinley Pkwy Ste 14 Buffalo, NY 14219-2600

  
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  Metro Mattress Corp.

  7905 Brewerton Rd (rt. 11) Cicero, NY 13039-9531

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a mattress from Metro Mattress on January 17, 2025 but they did not have the mattress protector which I was charged for. I called the owner of the store and he assured me I would get the credit. I contacted the finance company (*********) but got no help. So far, I have not received the credit I deserve. Thank you so much for your help.

  

  Business Response

  Date: 03/28/2025

  After going through our records it does look like we owe this customer a refund for the protector if she no longer wants it. Attached paperwork shows the merchant refund to ********* ********* for the amount of $129.74 ($119.99 +tax). This refund was processed today and should reflect on the customers next invoice from ********* *********.I have left a message with the customer apologizing for this refund being overlooked along with my office number for her to contact me if she has any other further question or concerns.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3, 2022, I purchased an ******** ******** mattress for my adjustable bed, all bought, delivered, and set up by Metro Mattress. The sales person sold me the kind of mattress that was compatible with my adjustable bed. It’s only been 2+ years. I never used the bed in an upright position. A few months ago I raised the bed to an upright position. I laid down and shortly afterward was very uncomfortable. Turns out there is a ripple in the mattress causing the discomfort. Like laying on a hose. I confirmed with the company that I had a 10 year warranty-providing that the mattress was not soiled or dirty. A representative came from Syracuse to look at the mattress and said he didn’t know why it would do that but he would report to whomever and get back to me. He just called and now said there isn’t a warranty and that the sales person was incorrect and possibility is that the mattress shouldn’t have been sold for an adjustable bed. The sales representative was let go and is no longer there. The rep flipped the mattress around so now the ripple is closer to the feet. Still not right. I’m not unreasonable. I would like to just get a mattress that works properly with this bed…..refund or credit for new mattress if Metro mattress sells what I need. 

  

  Business Response

  Date: 02/12/2025

  All warranties on mattresses sold by Metro Mattress are provided by the manufacturer, not Metro Mattress. In this case that Manufacturer is ****** **************** ******* *******. Metro Mattress did send a tech out on 1/29/25 as we help collect all information needed for the manufacturer to process a customers warranty claim. The manufacturer did confirm that this mattress is adjustable compatible. Attached you will find a picture taken by our tech showing that this customers mattress is smooth and free of defects. This was sent to the manufacturer along with the pictures provided by the customer. The picture provided by the customer here shows the mattress sitting up without anyone in the bed. All mattresses that are adjustable compatible will have some play in the top fabric to allow for the mattress to bend with the adjustable base and conform to the customer while they are laying in the bed. Per the manufacturer this is not a manufacturers defect. We will have someone from out team reach out to this customer and inquire if she has any other questions or concerns about her warranty. 

  Customer Answer

  Date: 02/14/2025

  We called ****** *** manufacturing company. The man was very nice and said that although he feels that there is a problem,  the warranty has to be dealt with by Metro Mattress. They don’t handle warranty issues. He said if Metro Mattress doesn’t do anything it’s because they choose not to. So, I guess the struggle between the manufacturer and Metro Mattress leaves us with an uncomfortable, unusable 2 year old mattress and we are out $900. I feel that Metro Mattress dropped the ball on this and they should stand by the product they recommended and sold us. I am not happy with the customer service of Metro Mattress. I was willing to compromise and take  a partial refund or store credit. I have received nothing. I feel this matter has not been resolved. I thank you for your help and trying to resolve this matter.

  

  Business Response

  Date: 02/18/2025

  Metro Mattresses submitted the customers information and the information about their mattress to the manufacturer. The manufacturer made the decision that it did not meet the requirements for replacement.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from them on 5/24/24, and after only 7 months it failed to support my weight which is only 128 lb. They refused to replace it because my iron bed frame does not have a center support. They did not inform me of this requirement at the time of purchase or installation. In my opinion this is highly unethical behavior. Many others are vulnerable since Queen size mattresses did not require a center support in the past.

  

  Business Response

  Date: 01/16/2025

  The warranty for this mattress and all decisions about the warranty come from the vendor, not Metro Mattress. Metro Mattress only helps facilitate the warranty by collecting the pictures and information needed by the vendor to make a determination. Upon inspection it was noted, and pictures were taken, by our technician that the customer was using a frame with no kind of center support along with an old foundation to support the queen mattress he purchased from Metro Mattress is 2024. Per the manufactures warranty all queen mattresses need a firm supportive foundation and a frame with either a metal center support or at least 5 wooden slats. This information is found on the back of the invoice. I have provided a copy of the back of our invoice that shows this information. We do have the original invoice signed by the customer if you would like us to provide it.  All information was sent to the manufacturer. They denied the warranty claim based on the fact that the mattress had an insufficient center support. 

  Customer Answer

  Date: 01/23/2025

  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 have a spring mattress with slats across the entire bottom resting on my iron frame. This is equivalent to wooden slats that are supposedly required. Furthermore I was not advised of any requirements at the time of purchase or at installation. I would not have made the purchase if informed of them. Metro Mattress was delinquent in this situation and therefore should be held responsible for replacing the mattress or the purchase price.  Regard ********* *******

  

  Business Response

  Date: 01/23/2025

  The mattress manufacturer for this mattress is ********.  Thank you.

  Customer Answer

  Date: 01/25/2025

  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 was not shown the reverse side of the invoice at the time of purchase. Looking at it now I am astonished at the amount of detail it contains and I would pose that no customer would attempt to read the document. The salesperson should as a minimum be required to advise the customer of the terms to protect the warranty. This was not done when I purchased the mattress, had it been done I would have not made the purchase. I therefore am still requesting a replacement mattress or a cash refund. With all due respect to the manufacturer, its process is borderline deceptive and possibly unethical since no customer should be expected to read through the hundreds of words on the invoice backside.  Regards,  ********* *******

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought mattress which required per thumb a mattress topper that they charge me $149.99 and it would be in the following week after the bed was delivered two other times I called it was going to be another week last call was it was going to be December 28. I showed up today at the store in person and the second. I mentioned what it was without asking for names or size or billing . The sales rep, which was the only person at the store says when I asked when it might be in. I’d like to know too you and me both which did not make me happy so I told him I was going to be making a complaint. I walked out the door and she immediately locked the door behind me. She did not ask where I was. She did not look up any information. She knew immediately that there was no toppers there. This is a topper that they require for each of their mattresses when they’re sold as part of a warranty, which leads me to believe they have no toppers, which at all or I’m not getting mine.

  

  Business Response

  Date: 01/02/2025

  There was a stock issue on one of our more popular mattress protectors from the vendor. We apologize that these have taken so long to come in. Customer spoke to their original salesperson this afternoon (1/2) and we canceled their protector order as requested by Mrs. ******. As the customer financed their purchase, the price for this protector  was not added onto their financing through the lender yet as that does not happen until they physically get the merchandise.

• Initial Complaint

  Date:10/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Metro Mattress in Oneonta, NY on 10/3/2024. I purchased using a promotional 0% financing. Today 10/24/24, I received my first bill. There was a charge of $92.85 on the bill. I called Metro Mattress and spoke to the salesman Eoin that we dealt with, and explained that we were never told of this additional charge and could it be removed. He called me back and said that unfortunately, it was an oversight on their behalf and there was a 2% charge if using the promotional 0% financing option. I explained that we had no knowledge of this when we made the purchase and that we should not be responsible for the charge. He agreed-even stating that other customers were upset about it as well, but that it was a ********* bank decision and not Metro Mattress and that we would not be getting a refund.

  

  Business Response

  Date: 10/25/2024

  Good afternoon, customer opted for the long term (5 year financing) that is with ********* bank.  With the long term financing ********* does charge a one time 2% service fee to utilize the promotion for the long term financing.  This is a ONE time fee by the bank not Metro Mattress.  Customer did sign the paperwork acknowledging the 2% fee for utilizing their long term financing.  Please see attached documentation.      

• Initial Complaint

  Date:10/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress a few months ago. It took 2 months to get it delivered to the store so I can pick it up, but then the store closed. Now 2 months later they say they cannot find the mattress and refuse to give me a refund on a item I didn’t receive

  

  Business Response

  Date: 10/23/2024

  Good morning, this was an associate purchase that the associate held at the store and did not pick up.  The associate was waiting to take the mattress until they visited their family member in NJ whom they purchased the mattress for.  In the meantime, the store location did close down.  We needed to complete inventory and verify that the associate did indeed not pick up the mattress until a refund was processed.  The associate did not have the original form of payment to process the refund so a check refund has been submitted to the associate.  The associate was already made aware of this on 10/22 by the manager.  Thank you.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an adjustable bed from Metro Mattress in September of 2021 and a 10-year warranty for $99.99. Last month the part of the bed that holds the mattress started separating from the frame. I went to the store to file a claim and was given a number to call. I submitted the required documents and pictures and was told to wait a week. After a week I called for an update. My claim was expedited to another department and I was told I would hear something on Wednesday. Today I received an email stating that the issue was not covered. This is unacceptable. Why sell a warranty if you are not going to honor it? Due to this issue, the mattress is uneven, making sleeping restless and uncomfortable. I have since placed a board on the frame to support the mattress. 

  

  Business Response

  Date: 10/22/2024

  Good morning, the customer purchased the 10yr warranty through ******** which is a 3rd party.  Metro Mattress does not have any control over ******** as they handle their own warranties.  We do not have access to their records as to why the customer's claim was denied.  Customer would need to contact ******** directly at *************  Thank you.

  Customer Answer

  Date: 10/30/2024

  I previously attached the bill of sales which also contained the price I paid for the warranty. The company stated the warranty does not cover the problem. I don't have anything else to submit.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mattress at metro mattress Watertown,Ny on 8/11/24 store a very pricey mattress may I add. At first we weren’t sure we were going to buy such an expensive mattress and left the store not purchasing it. Within a few days we got a call from the manager or salesman telling us, he found the exact mattress we were looking at in a store that was closing for a discounted price $4,400.00. We stressed to him are you sure it’s the exact same mattress that we were laying on in your store, knowing that that mattress would only be a few years old, because it had just been updated. He had stated yes. So we accepted the offer and purchased the 10 year warranty plan.The mattress was delivered. We were so excited to sleep on the first night the next morning we got up and realized that it was not the same mattress that we had laid on in the store, so we contact the store , then we were sent to contact the warranty company. Needless to say we got bounced back-and-forth contact this one contact that one now we are being told that it isn’t the same mattress that we laid on. It is an older model which was going to be a five year old Mattress in February according to the tag on it. We laid on the new version of that mattress called the ********** in their store, they call it the same ***** ******. They sent me an older version **********, which is a step down from the ********** or there ***** ******. So I’ve done some investigating and have found out that the ******* * ***** mattresses that are in Metro Mattress are name differently than if you go to the ******* ****** website. We want our money back for the Mattress, all their offering us is to come to their store pick out a new mattress of our choice equal or greater value or pay the difference for the ********** or what they call the ***** ****** mattress the mattress we were told we were getting to begin with. If they can’t give us our money back give us the correct mattress we were told we we’re getting.

  

  Business Response

  Date: 10/09/2024

  Good morning, an exchange has been scheduled for 10/10/24.  Thank you.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a mattress May of 2023. After 6-7 months it had a deformity in it. In April, 2024, they agreed that it was a warranty issue and told me I have full store credit. I settled for a duplicate but had to pay $50 for delivery. On Monday, Sept. 23, I contacted the store and told them that the new mattress had the same issue already. Nick said he would call me later that afternoon or tomorrow. Never heard back from him. I called him Thursday, Oct 3rd and said the couldn’t give me a refund. But a store credit ….again. And pay another $50 delivery fee,,,again. I’m not interested in another mattress from this store. I want this over and walk away with a refund.

  

  Business Response

  Date: 10/07/2024

  Good morning, if the customer is having a warranty issue we can certainly assist.  As the customer was already promised by the store she can receive the same mattress or can reselect to something different of equal or greater value.  The manufacturer does not offer a refund only a store credit if the mattress is deemed defective.  Attached please find our refund policy.  I have also attached the manufacturer warranty guidelines.  

  Customer Answer

  Date: 10/09/2024

  This is the second mattress that has defects. Why would I want to keep exchanging it for a new one when most likely the exact same thing will happen. And I have already been required to pay an additional $50 for delivery for mattress number 2. So I just keep investing $50 for each mattress that is delivered? That’s ridiculous. Plus the chance that they will go bankrupt in the near future as some of the chain has done.  When is enough enough.Thank you.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a floor model *********** mattress on 8/27/24; delivered 8/31/24. I also bought a mattress cover for $249.99 before tax. The total was $2554.53 to be paid through ********* account. Btwn purchase & delivery, I was contacted by the salesman b/c he forgot to add the 10y warranty to the purchase so I paid an xtra $108 by debit over the phone. While choosing the mattress he told me this was a final sale BUT if I really hated it, he could get me into the other model I was looking at (LIE). I didn’t think I would hate it. After sleeping on the mattress, my neck & shoulders were more stiff & sore than ever! I found out the hard way; it’s very different sleeping on the mattress than testing it in store. I went back and explained to him that I am disabled due to a severe head injury, my neck & shoulder pain is worse from the mattress & that I’m on a fixed income r/t the disability. It was a BIG stretch for me to make this financial commitment. I did so hoping it would improve my pain but now it’s worse! I asked to make an exchange, pointing out the cover & warranty. He offered to sell me another mattress on top of this one. I said that was impossible. He said it would be a health hazard to exchange a floor model & could be fired. He said we should walk on the mattress. Days prior, ‘mattress won’t change shape for decades’. After calling HQ 3x, they had they store manager call me with same result & offer to sell me another mattress; said they could lose ****** contract. He told who to ask for @ HQ who is the ‘head of customer service’. Her name was listed on directory but someone else picked up, said A.D. is no longer there & she took over her position ‘as accountant’ !? She said she could help direct my call but kept snickering while I was explaining my situation to her! She said she would ‘have someone call me shortly’ but I’ve heard nothing! Customer satisfaction is not priority! Every morning I wake up unrested & in pain.

  

  Business Response

  Date: 09/16/2024

  Hello, customer has gone into our store and reselected a different mattress and is scheduled for delivery on 9/20.  Thank you.

  Customer Answer

  Date: 10/14/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    The new mattress is still very uncomfortable.  b Regards, ***** ********

  

  Business Response

  Date: 10/15/2024

  BBB spoke to an administrator at the business and the following was relayed:  This customer purchased a floor model.  Floor models are not eligible for an exchange.  However, as a courtesy and a good faith effort of resolution- we did allow the customer to do an exchange and reselect a new mattress at no cost.  Therefore, there is nothing more that we can do at this point.  Thank you.

  Customer Answer

  Date: 10/18/2024

  I do not find the response from the company acceptable. The mattress was not exactly exchanged “at no cost “ as they stated. I am now in a contract to pay $6725.99 for a mattress that is completely painful for me to sleep on. This mattress I exchanged for is considered ‘soft’. It does not feel like the one in the store! I am completely dissatisfied with my transactions with Metro Mattress and would like to return the mattress !!