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Complaint Details
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Initial Complaint
01/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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
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
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 upBusiness 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 businessCustomer response
11/30/2023
Waiting on a call back ..tried call Multiple different occasions to set up a time yet I get no responseBusiness 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 ..thanksInitial Complaint
10/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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,
***** ******
Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Please make my nightmare go away. I bought your ***** king sized adapt bed ---Big Nightmare Was Lied to Manipulated. Confused I'm disabled. With no disrespect I hated my ***** .Even delivery driver was nasty and rude. Was lied to by metromattress who sells ***********, swindled into spending $5,000 for a mattress that was never for me. It caused my back to go out several times. I could never sleep more than 3 hours. I got physically sick. And still am. In fact, I've developed a cough, Due to these 90 days of hell. I can't get rid of ever since I tried sleeping on this supposed soft mattress which is hard as the floor. I never broke it in, It never molded to my body. I was told they would honor ***** 90-day guarantee. And waive $99 return fee. I tried to contact the regional sales manager who sold me mattress. On day 11, and 13 telling him the nightmare I was having asked for advice. That if he wasn't able to help me I want mattress picked up at once. ***** is a shady salesman that will say anything to get the sale, then abandon you once sale is done. I have his personal email. ***** **********Business response
10/25/2023
Metro Mattress has a 30 day comfort exchange fee, which is printed on the sales terms and conditions that the customer signs and is responsible for. *********** offers a 90 day comfort exchange program, not Metro Mattress.The reason the customer can not contact the manager he speaks of, is because that employee is out on medical leave and unavailable, even to Metro Mattress. All mattresses have a break in period and the fact that the customer was advised to was advised to wait beyond 11 days was to be sure the mattress properly broke in. If the customer waited beyond the 90 days Metro Mattress would not be able to return the mattress to *********** on behalf of the customer.I have attached Metro Mattress' sales terms and conditions. Metro Mattress does not mediate warranties for ***********.Customer response
10/25/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. ***** never responded on the 11th or 13th day to attempt to resolve my complaint. Instead after the sale he never responded to any of my emails. Where before the sale he always responded to my email. Doesn't this seem a little shady behavior? ***** told me that he would always be there for me and help me if I had any concerns with the new mattress. He failed to live up to his promises. And was never there for me. I trusted him and he broke that trust. In addition, the mattress never molded to my body. Gave me health problems galore. Put my back out in many times. I overheated, and never was able to sleep more than 3 hours. It is absolutely the worst nightmare, and mattress I ever slept on. Plus it was out of my price range. I never before trusting ***** spent more than $900 in my life on a mattress. I beg of you to reconsider these facts. And help me get rid of the nightmare that's wasting space in my bedroom. I haven't slept on your mattress since Sept 9th. I'm also disabled and on ***. This is 6 months of my income. Won't you please I beg you help me get rid of this problem. I still owe $731 on it. Also never disclosed to me is $49 annual charge with ******* finance company. You see why anyone in my situation would not be happy? Never once was any of my complaints and problems acknowledged during this trial. Regards, **** ********Business response
10/31/2023
Good morning, *****,I am actively working on this. The salesperson the customer spoke to is unavailable due to medical/HR reasons to Metro Mattress as well as the customer. I cannot access them. I am doing my best to get answers from other associates. I have spoken to *******, and he understands his situation, but is not backing down. I will continue my efforts on my side. Thank you.Customer response
10/31/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Attached please find the police report taken in this matter, I agree with officer *******. At end of report he stated that Metro Mattress stalled and never addressed my concerns on day 11th and 13th. Who at Metro Mattress is going to punish ***** for his wrongdoing and who is going to make this matter right? This isn't just about the 90 days. This is no one ever responded since the sale. To help me with concerns and pick up mattress. Regards, **** ********Business response
11/13/2023
This customer has reached out to various entities and now requires more time and investigation on our part. Thank you.Customer response
11/14/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. [Stall to get out of paying. Its like police officer said you stalled the entire way to avoid honoring the warranty] Regards, **** ********Business response
11/14/2023
This isn't a warranty. *********** holds their own Comfort Exchange and Warranty Terms and Conditions. This is a customer's request for desired comfort. Metro Mattress is now working on it on their own, to deal with the customer's concerns and issues. Metro Mattress will have thorough response in the next 24 hours for customer resolution.Customer response
11/14/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. [This is a lot more than comfort your mattress made me sick physically, and literally. I think I'm allergic to something in it. Why I haven't slept on it in 2 months.] Regards, **** ********Business response
11/27/2023
The mattress was not manufactured by Metro Mattress. The mattress is a ************ mattress www.***********.com. The mattress was removed from the customer's house on 11/24. If the customer has concerns with the product or materials, they should contact the manufacturer directly.Customer response
11/28/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Yes, I haven't gotten nor had any word yet about the refund yet. *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ******** Regards, **** ********Business response
12/04/2023
The refund check was issued and mailed on 11/28 per the finance department.Customer response
12/05/2023
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'm still waiting for it in mail. Until it reaches me, I have to decline response. Regards, **** ********Customer response
12/08/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. you need to reopen this case. just got a check for only $3418, not $5582 . I was shorted $2,000 Regards, **** ********Business response
01/05/2024
Mr. ******** has been refunded the amount he paid in the Metro Mattress location. The refund was made via check. The remaining amount is through the finance company, Mr. ******** doesn't want to close the finance account because it's helping his credit. Metro cannot refund the financed amount.Customer response
01/08/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. ON Nov 20th I spelled out my terms to Mr *******... I responded to him.... Mr ******* , ************************* I got a call from MM left a msg maybe it was a *******. My ears are clogged. He said about picking up the base too.. I can't have that as I said I need base for bed i'm using now.... these were terms I gave to *****, that gave to you.... A description of the desired resolution you are seeking. Please be specific. We do not ask any company for additional money for time or compensation. $ 5,533.50 + $49.00 for ******* annual fee. + Waive of $99 pickup fee. Was part of our 90 day agreement. $5,582.50 I'm on hook for in total. and for trouble since I read the platform is non refundable I do wish to keep for its necessary for my newer king bed in box. Just want mattress returned, and to have no more responsibility to this company. ***** said he'd throw in platform thing. When filling out warranty online it states no return. ---PS if you do this, I'll allow you to keep the ******* account open til end of year -12 mos. Which I guess will be in May 2024 or Jun 2024. Because I still need a good pillow. The account has allowed me to gain several points in my credit rating. through the $7500 credit limit. Trying to find something positive to say. Since sadly I can't with your bed. Nov 21st 843AM ****, you can keep the base. We do not warranty or service the bases, so yes, you would deal with the manufacturer directly for the base.I will contact the store when they open and let them know that this will be for mattress only. Thank you. *************************He didn't fulfill promise. And charged me instead. I also stated if he did give full refund, then to keep ******* open, he reneged on this. Regards, **** ********Initial Complaint
09/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought mattress fell in less than a week may 25 delivery 26 2022 call store got run around for inspection later inspection no word July call come to store file papers no till Nov 2022 come to store get a replacement well you get what you pay for had no record of inspection $800 guarantee it fell in next day sent word A General waited for word Nov 2022 didn't get papers had to resend waiting had to cancel knee surgery for back surgery from what was used inside to support to pass as new mattress I felt and herd and felt it move called and store stated they new it was no good when they sold it to me number 1 $700 paid in full in July 2nd $800 for better one still paying as not to get a bad credit report but can't trust another one they take old mattresses I think you can see odd seems on one side and odd turn up corners one side with tablet pictures it looks like it has stain I used mattress cover with plastic bottom my knee surgery is on hold until back heel gallbladder surgery first using blankets for support my rib is getting closer to my pelvic bone like being in an inner tube July 18 knee was scheduled for knee surgery But was having back pain MRI showed cyst on spine where there the sank was I even went in showed how I was getting bruised blacked eyes from my cpap being pushed up due to the sank but from June to Nov I suffered and got taken advantage of again with a 29%intress rate took now I worry if I am harming inside and if this will cause my the gallbladder to erupte thank you ****** ******Business response
10/11/2023
Ms. ***** can have another inspector go out to assess the condition of the mattress. She can either contact her local Metro Mattress or she can respond in this complaint thread. If Ms. ***** indeed does have a defect and the product is free of stains, Metro Mattress will ensure the manufacturer honors the warranty. Please note: Metro Mattress does not hold the warranty for the products it sells, it mediates on behalf of the customer.Initial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased queen mattress and adjustable frame from Metro Mattress, 600 Jefferson Road, Rochester, NY on 8/9/2023. Amount: $2,499.08 I changed my mind in 2 days because adjustable frame/mattress would not work for my setup. Let Metro Mattress know on 8/11/2023. They cancelled delivery. Have unsuccessfully tried to get refund of money for over a month--since 8/11/2023. Customer ID: ********* - ******** ******* ** ********* ****** ********* **Customer response
09/21/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hello. Thank you for acting on this complaint. It can now be closed. I received the refund. I would still like to complain that it took way too long (over a month). I cancelled the transaction in 2 days, and the merchandise was never delivered. The $2,499.00.08 refund should not have taken over 30 days. They should pay me interest! Regards, ******** ******Initial Complaint
09/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a mattress on August 15th at the Metro Mattress in Middletown, NY. It was a King size and I wasn't sure it would fit and they told me I had 30 days to return. It was in a box and I was required to buy a mattress cover as well for $119. When I got home and measured, I realized it would not fit in room, so I did not open the box or the package for mattress cover. When I went to return, I was told I couldn't. They could not fit me a queen anywhere. This was so deceiving. Looking at the amount of claimants, it is staggering that this company is still in business. I then told them I am returning an unopened box as they could not find me a queen mattress to trade. Another sneaky thing is they told me I had 30 days to return and that they could order me a queen mattress, but that would be a month. This would negate the 30 day return!! Also I opened a credit card to pay for purchase and they told me I wouldn't have a payment for 60 days. I just got the credit card statement and I owe on October 1st!! They then told me that they would trade for a queen floor model for the same price. I returned the cover mattress and I was expecting a $119 and when they gave me a statement to sign, it appears they charged me another $100 after saying that they would exchange. I thought they were crediting me $100 and saw the extra charge after. I called them and their headquarters called me back and told me that they would not return the $100 and told me to file a complaint at BBB. This company is one of the most awful experiences I have ever had. Lies upon lies. There has to be some sort of safeguard for consumers with this company. They have BBB Accredited all over their store, but I believe they use it for credibility and making the consumer feel they have recourse.Business response
09/28/2023
The customer assured the salesperson that the requested size would fit, then, per the customer's statement went home to measure after the fact. The sales terms and conditions (attached) clearly state what is required for an exchange. The $99 is not a refund, it's the fee for a comfort exchange. Metro Mattress offers exchanges on qualified merchandise. No refunds.Customer response
09/28/2023
This is a complete lie! I never told them it would fit. If I did, why would they give me 30 days to return. I didn’t even measure at that point. I just stopped in and was assured I could return. That is clearly on my receipt that I uploaded. I took a floor sample. That is not an upgrade. The money is not even an issue. Their deceptive business practice shows me what kind of company they are.The fact that they blatantly lied is very concerning. I believe people should be aware that there is no bottom for this company!!! I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They are an unethical company. Regards, ****** *******
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Get a QuoteCustomer Complaints Summary
54 total complaints in the last 3 years.
25 complaints closed in the last 12 months.