Complaints
This profile includes complaints for Metro Mattress Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 64 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/13/2023
Type: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 4/3/23 and a pillow. Mattress was delivered but not the pillow. Called every week for months. Finally cancelled the pillow in July. Said they would credit my card.
They have not credit my card.
I paid 99 dollars for one pillow which was not received. They kept promising it would be the following week. And then I cancelled it. But now they are not giving me the credit.
Thank You, ***** ******.
Business Response
Date: 09/28/2023
This customer was refunded to their **** card on 9/15 for $99.99.Initial Complaint
Date:08/31/2023
Type: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 spoke to a corporate manager after I asked for a refund for a bed frame in which I never picked up from the store. He agree to return my money and stated 3 to 4 days. I been waiting since August 14, 2023. Every time I call the store no one answer. I can't leave a message because it says, the voice-mail is not activated. I spoke with a salesman at Cheektowaga location and he stated they he were waiting on the corporate office to call him back concerning my refund. That was on August 28, 2023. I been calling everyday since, still no answer.Business Response
Date: 08/31/2023
Customer has been contacted and a refund is being processed. Thank you.Initial Complaint
Date:08/14/2023
Type: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.
On May 19 I purchased a mattress, bed frame & ****???. It was delivered on May 20. The bed frame did not fit so the delivery men called the store I took it back. I called 2 days later to have my ******** acct credited. To this date there has been fo response.Business Response
Date: 08/23/2023
Customer's ******** card was refunded $268.74 on 08/22/2023.Customer Answer
Date: 08/23/2023
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:08/01/2023
Type: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 July 1st 2023, I visited the Lockport location in search of a new mattress. After looking around I decided on a mattress and then spent some time discussing the base and ultimately decided on an adjustable base. While completing the paperwork I mentioned a shipping address out of the area. The saleswoman suggested using an in-area address as I could have the items sooner and be eligible for the comfort guarantee. When asking what that meant, I was told that if I was uncomfortable with my selection that I could exchange my purchase for a more comfortable alternative. After a few weeks adjusting, I decided I was not comfortable with the base's functionality and wanted to exchage it. When I called the store to inquire how to arrange this, Laura stated that only the mattress qualified and the base was not returnable or exchangeable. She insisted this was explained to me on the date of purchase. This was not discussed at the time of purchase and instead it was implied that by choosing the metro mattress branded base I was covered in the comfort guarantee. While I have now found the full comfort policy and note the exclusion of the adjustable bases, I felt that I was intentionally misled by the saleswomen trying to close a sale. I was appalled when I found the BBB A+ rating and a review describing the same issue, saleswomen, and store. In January, someone was told the same thing about the “comfort guarantee” but after the fact was told the base was not included. When I was sold the base, I was led to believe at the time of purchase that the adjustable base was an integral part of the bed system and that it was included in the “comfort guarantee.” The functionality of the mattress is dependent on the settings of the adjustable base and the base is not functionally augmenting the mattress. It made sense at the time that the “comfort guarantee” would include the adjustable base because "the mattress and base function together for a comfortable night’s sleep".Business Response
Date: 08/21/2023
Metro Mattress does not offer refunds for merchandise, to include adjustable bases. It is also noted in the sales terms and conditions that adjustable bases are NOT included int he 30 Day Comfort Guarantee. The sales terms and conditions are attached.Customer Answer
Date: 08/23/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
My complaint relates to the misleading information provided at the time of sale by the metro mattress salesperson regarding the terms provided in the comfort guaranteed. I was not ever informed the bases were excluded and in fact was intentionally led to believe that the base was part of the exchange program as we had an entire conversation regarding choosing an address within the delivery area to allow for use of the exchange program. This complaint is the first I have been given a copy of the "All sales are final" policy. Additionally the sales staff indicated that the version of the product I was buying had a feature which it DOES NOT HAVE. I never asked for a refund but rather to upgrade the product to one with the features I had originally asked for, was told I would get, and found I did not.
Regards,
****** ******Business Response
Date: 08/30/2023
Aside from the Terms and Conditions of purchase, each store has framed, posted signage stating our refund policy. This is clearly posted in each store. The refund policy would apply to this purchase. Please see attached.Initial Complaint
Date:07/09/2023
Type: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 for $1309.00 on 7/01/23 from salespersons Ben and Tom in Hudson, NY. It was delivered on 7/06.
The bed that was delivered was not comparable to the floor model. After sleeping on it one night, I hurt my back. I returned to the store 10am on 7/07 to initiate an exchange. See attached "30 Day Comfort Trial" exchange policy.
A new salesperson, Tommy, confirmed that the floor model did not reflect the new mattress. He told me I had to wait 14 days before initiating a comfort exchange. I told him the firmness of the bed hurt me and I could not continue sleeping on it. I also pointed out that the contract stipulated exchanges had to be initiated within 14 days of delivery. There was also a sign on his desk saying customers had 10 days to initiate an exchange (see photo). He agreed to proceed with a Comfort exchange.
I asked Tommy to direct me to the same bed but in a medium, rather than firm, feel. Tommy said the exchange would cost me a $99 service fee (see photo of contract). He claimed he couldn't initiate the exchange on his own, and told me to contact the store the following day when Tom (the original salesperson) would be back at work.
I called around 2pm on Sat, July 10 and spoke to Tom, who knew that I wanted to make an exchange, and reiterated that there would be a new $99 fee. He told me the new delivery would be scheduled for Tuesday, July 11 and promised to call Sunday, July 9 to take my credit card for the $99.
He did not. I phoned the store today and spoke with Ben (the other original salesperson). Ben told me that if I wanted to exchange my current bed for the same bed, I would now have to pay an additional $1300, for a total of $2600.
I purchased this bed for $1300 believing that if I followed store policy (bought a mattress protector) I would be able to exercise their Comfort Trial should problems arise. Asking me for another $1300 now does not seem right.Business Response
Date: 07/24/2023
Metro Mattress is actively investigating this concern.Customer Answer
Date: 07/29/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. In my view, this is an attempt by the business to buy time and kick the can down the road. It does nothing to resolve my complaint.
Regards,
***** *******Business Response
Date: 08/02/2023
The customer can execute the comfort exchange, however, if they would like to upgrade to a bed that didn't have the same discount they received, they will need to pay the difference. If the customer was offered a deal to pay less for the exchange the customer will need to contact the store. The mattress at the store has been broken in and the customer has a mattress that needs to be broken in. This is the difference they are feeling. The customer can initiate the comfort exchange or wait for their mattress to break in. If the customer would like to speak to upper management, they can request that.Customer Answer
Date: 08/02/2023
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 understand what the business is saying -- the employees at the store said the same. I do not think their Comfort Policy is correctly represented in the literature they gave me, which suggests (like most mattress stores) that unhappy customers are welcome to exchange their original mattress for a mattress of equal value. I also think it is unethical to sell a customer a bed for $1300, and then change the price of the same bed to $2600 the following day. I would not have made this purchase if I had realized the Comfort Policy was fake.
Regards,
***** *******Initial Complaint
Date:06/21/2023
Type: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.
I purchased a king size chambord mattress with adjustable base for $8,618.97 on 4/3/23. I was told I would receive a pillow and bamboo sheets based on the amount of money I spent. Delivery was to be 4/18/23. I received my call giving me the delivery window the day before. I went ahead and had my old bed removed so the space was empty and ready. On the 18th the delivery didn’t arrive so I called the same day spoke to several employees and found that the mattress wasn’t available to be delivered. The regional manager (who sold it to me) told me the mattress was at the wrong location and will be delivered on 4/20/23 two days later. I told him this was a problem because I had already slept on the floor last night and really didn’t want to sleep on the floor for another 2. He said I would receive a whopping $200 refund to my credit card for the inconvenience. When the delivery finally happened the sheets were not on the truck. I immediately let the regional manager know and he said he would upgrade to high end sheets. I have contacted the regional manager and also visited the concord store and talked to the manager there. Please help resolve this it has been over 2 months. I would like my $200 refund and also the king size sheets promised. Customer ID ********* sales person Jet,***Business Response
Date: 07/06/2023
This was resolved.Customer Answer
Date: 07/07/2023
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:06/01/2023
Type: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 two water proof mattress covers for a new mattress. The covers leaked and the mattress is stained.
GM warranty services refuses to handle my claim.Business Response
Date: 06/19/2023
Without a customer ID number, I am unable to locate this customer. The product in question is manufactured by *******, not Metro Mattress. The warranty is through *******/ GM Protection Services. The customer stated that there were multiple failures. The warranty states that multiple failures are not covered as there is protocol for handling a protector failure, which needs to be immediate. This delay gives the manufacturer the right to void the protector warranty as protocol was not followed in a timely manner.Finally, based on the photos, the failures appear to be on the sidewall or edge of the mattress. The sides of the mattress protector are not waterproof, therefore are not covered under the warranty.Customer Answer
Date: 06/20/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Has “waterproof” mattress protector for sale in store. Now I’m supposed to accept that the “waterproof” mattress protector is not not waterproof. cool. cool. cool.
Regards,
******* *****Business Response
Date: 06/20/2023
We still do not have Ms. ******* customer id number.Customer Answer
Date: 06/20/2023
date of purchase: 5/7/23 customer id: ********* sales number: ********* Claim number: ***** The mattress was delivered on 5/8/23 and the waterproof cover failed that evening, I called the following morning. Well within the 15 days of satisfaction window.Business Response
Date: 06/20/2023
Attached is the ******* warranty for the ** *********** protector that Ms. ***** purchased. As stated in the warranty under paragraph E. What This Limited Warranty Does Not Cover, line 9, The sides of your mattress; your linens, foundation or box spring: or mattresses not using a mattress protector. If Ms. ***** disagrees with this, she should contact the manufacturer directly as Metro Mattress does not mediate warranties for this manufacturer.Initial Complaint
Date:04/12/2023
Type: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.
Walked in to purchase a mattress on 3/31/23 but did not find what I was looking for. However, I was interested in the pillow on the floor model. I was told in could purchase one, however, it was not in stock and they would deliver it to my home which they did that day. Purchase price was $134.51. Customer ID - *********, Sales #*********. Sales Person AT1. Model ********/*. I was given the receipt with my credit card receipt attached to the upper left hiding the description of the purchase. I was horrified to see “CBD OIL INFUSION” on the bag it came in. An obnoxious smell permeated my apartment. I am 92 and have a sensitivity to strong odors. I brought the pillow back the next day and was told there are no refunds. The refund policy is noted on the back of the receipt NOT on the front as with most receipts. A no refund sign was pointed out to me, not in plain sight and hidden by a partition high on a wall. I am 5’0” and did not see it. When I asked why they don’t inform their customers at the time of purchase of this policy, I was told “ We don’t tell them unless they ask.” This is deceptive practice. I asked for a refund and was told that the request had to go through the regional office. A regional manager was present the day I returned the pillow and offered no resolution. The smell of the pillow was so bad that I had I brought it back and left it with the sales person because I could not have it in my home. They now have my money and this pillow. I have since called back (almost daily) asking for a response to my refund. The response I receive from Metro Mattress is that they have not heard back from the regional office or they don’t return my calls. At NO TIME was I told that this was CBD infused pillow because the one I tried had NO SMELL and never was i told there were no refunds. I have scoliosis and severe arthritis and very particular about pillows. I just would like my money back, nothing more.Business Response
Date: 04/12/2023
Metro Mattress was and is willing to exchange the pillow for something to the customer's liking. There are no refunds.Customer Answer
Date: 04/13/2023
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
Date:04/10/2023
Type: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.
I purchased a box spring around the 27th of January 2023 The gentleman at the store told me it was a better deal and better made than the ************* box spring. I pay the extra money to have it delivered it was delivered the next week and within one month one of the slats across the boxing broke and so now I have a sagging bed when I sleep I immediately called the company and requested help with the warranty and an exchange it's now been another month and I've heard nothing back from them after several calls.Business Response
Date: 04/10/2023
This customer has been approved for exchange previously. A service representative will reach out to the customer.Customer Answer
Date: 04/25/2023
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. BBB spoke to the consumer and the following was relayed: I did get the exchange, yes. The matter is resolved."
Regards,
**** *********Initial Complaint
Date:03/30/2023
Type: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.
I purchased a mattress from Metro Mattress on February 5, 2023. During my consultation with the salesperson, I emphasized that one of my main concerns was being able to exchange the mattress I decided upon for one of equal value should it prove to be too hard. I was trying to decide between two mattresses that were exactly the same price and was really stuggling to make a decision. The employee, Alex, ensured my that I would be able to to so within the 30 day policy as long as I used the mattress protector. The reason I was questioning the policy was because he offered me a price match discount on a mattress whose original cost was $1999.99 and the price was reduced to $850.00 to match a matttress I had found at ******* *** ********. He said the offer would only be good while I was in the store, so I had to make a decision right away or lose the offer. Before I agreed to the purchase, I confirmed with him that, if I was not happy with the softness of the mattress I purchased, I would be able to exchange it for a mattress of the same VALUE ($1999.99), like the the other one I was considering. He confirmed that I would be able to do so.
The mattress was delivered the next day but the mattress protector they required was on back order. I waited a week for the mattress protector to be delivered and then I was able to begin sleeping on the mattress. Within the first week of sleeping on it I knew it was too hard (much harder than the model in the store) so I returned to the store. The salesman (Alex) urged me to give it a little more time as it takes a while for mattresses to "soften up." I asked him again about exchanging for a mattress of equal value and this time he said he was "pretty sure" they would be able to "work with me." He was much less confident this time and I began to suspect he had made false promises just to close the deal. I returned a week later and they told me I would have to pay the difference in order to exchange plus a $100 fee.Business Response
Date: 04/11/2023
A representative from Metro Mattress has reached out to the customer to try and find a resolution. This is not the final response. Metro Mattress will continue to follow up to find a reasonable solution for both parties.Customer Answer
Date: 04/11/2023
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.
Metro Mattress has not responded to any of my calls regarding this issue. I visited the store two times and have called the corporate number four times. I did speak to a support staff member the second time I called the corporate number in early March, who indicated I would receive a follow up call from the district manager, Chuck, but I never received a call back. I waited over two weeks and called again with no reponse. That was the day I filed the claim with the Better Business Bureau.
Regards,
***** *****Business Response
Date: 04/19/2023
The customer received an exchange on 4/15/2023.Customer Answer
Date: 04/19/2023
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,
***** *****
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