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

  
• 

  Metro Mattress Corp.

  137 Route 104 Oswego, NY 13126

  
• 

  Metro Mattress Corp.

  4245 Lakeville Rd Ste A Geneseo, NY 14454-9746

  
• 

  Metro Mattress Corp.

  4968 Commercial Dr Yorkville, NY 13495-1101

  
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  Metro Mattress Corp.

  7612 Oswego Rd Liverpool, NY 13090-2930

  

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:08/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Page 1of3
  
  
  
  This is an UPDATED COPY of an email sent to metromattress via customer service website on 8-7-2024
  We contracted for a mattress in the amount of $8121.59 with a down payment of $820.00 bringing the total financing to $7,301.59. Due to being defective the mattress was returned/exchanged and a new one was delivered. That one also proved defective and at that point we returned/exchanged it for a mattress of lesser value ($4,899.00 vs $7,500.00 for the defective one). That left a store credit of $2,601. We used that store credit to get a second mattress and accessories and that brought the store credit to zero on the $7,500 financing. The amount that we are liable for and contracted for is $7,301.59. Now synchrony says we owe over $14,603!! I don’t care who made the mistake but it needs to be rectified immediately. They say they need paperwork from you to rectify this.
  Apparently we were never given credit for the return of the original mattress ($7,500) or it was never applied to our account and this resulted in the doubling and duplication of the amount owed. We did NOT make a second purchase in the amount duplicating the original purchase. All this should have been taken care of with the “in store credit” and not submitted as a “new purchase” resulting in the $14,603 amount.
  We have all the paperwork showing a breakdown of the purchases and “EXCHANGES” we made and it is available on request. The mattresses were purchased from the Geneva NY store.
  We respectfully request a representative who has the knowledge and power to rectify this as the salespeople apparently cannot. Again, the failure of metromattress to apply the credit amount of $7,500.00 to our account (for the return of the original mattress purchased ($7,500)) has resulted in the duplication of the amount owed.
  
  Our phone number is ************ and email address is: **************  Thank you in advance,

  

  Business Response

  Date: 08/20/2024

  Hello, customer had filed a chargeback with ********* bank which placed a hold on the account until the dispute was investigated.  When the transaction for the return/new sale took place only the new charge went through.  The refund has now been processed with ********* and the dispute has been removed.  Attached is a copy of the refund that was processed.  Thank you. 

  Customer Answer

  Date: 08/22/2024

  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

  Date:07/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 and didn’t make the best choice because it is very difficult in 5 minutes to judge if the mattress would be good to sleep every night. After the first night we realized we were not able to sleep on the mattress and immediately called the store asking to exchange it. They refused with the excuse of company policy that it was “sold as is”. It was never mentioned that it cannot be exchanged! And it never crossed our minds that they wouldn’t exchange a mattress if we are not able to use it and hurts our bodies. We were tossing the whole night trying to find a position not to hurt. And this is after we had slept for 35 years on hard futon mattress!!!!
  We contacted the customer service to no avail. Same excuse! Company policy…
  But nowhere on the invoice says that it cannot be exchanged. We didn’t want to return it, just to choose another mattress. They insisted that we initialed that it cannot be exchanged, but there are no such initials on our copy.
  We don’t think such policies make any sense, especially when it’s related to health and sleep comfort . They are abusive to customer’s trust .

  

  Business Response

  Date: 07/24/2024

  Hello, I have attached a copy of our Terms & Conditions applying to floor samples and our 90 day comfort trial.  Even though the customer does not qualify we are allowing them to purchase the necessary items and pay the comfort fee in order to qualify for the comfort trial.  This is a ONE time exchange only.  The customer will go into our store to reselect.  

  Customer Answer

  Date: 07/31/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and agreed to it because just wanted to finish dealing with this issue.  They allowed me to exchange the mattress but made us purchase 2 pillows for $200, which is obligatory in their exchange policy.... I would like you to post the details of my complaint,  because I consider the practices of Metromatress very deceptive to the consumer and  it would be beneficial if people are ware of them. I think that the conditions of their exchange policy are abusive and misleading.   If you read their return policy, they make you purchase pillow for $200, and cover for the mattress  for other  $200, which immediately adds $400 to any price they have, otherwise you are not entitled to exchange..... And if you are not a savvy buyer to ask all the questions, you are stuck paying $400 more or not having the right to exchange.  They insisted that this is a common practice for all the mattress sellers, but I found out that this is not true. I went to only one other place, **** *******, and they don't have such conditions.  In addition, the customer service manager Mary was rude and disrespectful.  She doesn't care at all about the satisfaction of the customer! Before I filed the complaint with you, she was refusing to accept any exchange, only repeating their return policy like a broken record, not even politely listening to what I had to say. I really appreciate your help! Otherwise I would've been stuck with $700 mattress I was not going to use.Regards,
  
  ******* ********

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  So I would like to preface this complaint by stating that I am not usually one to complain but I have exhausted all other avenues at this point. Back in August of 2023 I needed to exchange the mattress that I had because it contained fiberglass. I went into Metro Mattress and worked with a gentleman that seemed very nice(I will not disclose his name). We went over various options and I tried out several different mattresses. After much consideration, I decided to purchase a ****** ***** mattress even though it was definitely on the more expensive side because I was told it had a 35 year warranty(no it doesn't). A couple days later, I received the mattress and because of what I had been through with my previous mattress, I wanted to look at the law tag to ensure there was no fiberglass in my mattress. Unfortunately, there was not a tag.I contacted the representative that I had worked with and he told me that the law tag "really doesn't matter" but that he would submit a warranty claim to get a replacement mattress. I waited for a month or so and followed up & then followed up monthly. He finally called me back and told me that the claim had been submitted but unfortunately, the person who had been handling my claim was no longer in charge of it and that there would be a new person. Months and months went by and I still hadn't heard anything. Finally, a week ago I contacted Metro again and was told the mattress wouldn't be replaced and to contact ***********. I did that and was ignored yet again. It has been almost a year now with NO resolution. I am SO disappointed. I will NEVER purchase a thing from MetroMattress again. Metro Mattress really lacks appreciation for their customers and it is extremely frustrating. As a consumer by law, I am entitled to have a law tag on my mattress. How do I know it wasn't used? On top of that, I want to know what my mattress contains. DO BETTER MetroMattress!! I was lied to from the beginning! It isn't right, nor is it fair.

  

  Business Response

  Date: 07/24/2024

  An exchange has been scheduled with the customer for 7/26/24.

  Customer Answer

  Date: 07/24/2024

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

• Initial Complaint

  Date:07/11/2024

  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.

  BOUGHT A MATTRESS FROM METRO MATTRESS WITH A WARRANTY. WITHIN THREE MONTHS IT BEGAN TO SHOW SIGNS OF A DEFECT. I FILED A CLAIM, AND THE COMPANY REFUSED TO WARRANTEE THE PRODUCT.

  

  Business Response

  Date: 07/12/2024

  We sent a technician out to the customer to conduct a inspection for the warranty claim.  In order for the manufacturer to deem the mattress to be defective it does have to meet certain qualifications.  Such qualification are a 1.5in depression or greater, issue with coils or springs, at the time of inspection the mattress did not meet the qualification for a replacement.  If the customer feels the issue has gotten worse we can certainly set up another service appointment for the technician to come out.

  Customer Answer

  Date: 07/15/2024

  THE RESPONSE WAS NOT ADEQUATE . ITHE RESPONSE ADDRESSED SOMETHING DIFFERENT THAN THE PROBLEM. THE RESPONSE ADDRESSED THE PROBLEM OF "BODY IMPRESSION" . THE PROBLEM IS A HUMP OR MATERIAL STICKING UP FROM THE MATTRESS. IF IT WERE AN IMPRESSION, IT STILL WOULD NOT BE ACCEPTABLE IN A MATTRESS LESS THAN THREE MONTHS OLD. I WOULD LIKE THIS MATTER RECTIFIED SOONER THEN LATER. I AM NOT COMFORTABLE WITH THIS ITEM. THANK YOU FOR YOUR KIND ATTENTION. 

  

  Business Response

  Date: 07/30/2024

  Spoke with customer will replace mattress once the stain has been removed.  Mr. will have it removed and call back to set up the replacement.

• Initial Complaint

  Date:07/02/2024

  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.

  Puchased 2 mattresses for a king size bed both the same softness. One is extremely harder than the other. Complaint was ignored by metro mattress in cheektowaga. Then i complained to corperate via their web site and have been ignored again. This is now 2 yrs . never buy from metro. I gave them all the required info and never heard back.

  

  Business Response

  Date: 07/12/2024

  A service appointment has been scheduled for July 17th, 2024.

• Initial Complaint

  Date:05/20/2024

  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.

  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

  Date: 05/29/2024

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

• Initial Complaint

  Date:02/14/2024

  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 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

  Date: 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

  Date:02/13/2024

  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.

  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

  Date: 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

  Date:01/29/2024

  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 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/25/2024

  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.

       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

  Date: 01/25/2024

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