Metro Mattress
Reviews and Complaints

I purchased a *** bed on 11/14 for $2,673.92 at the Metro Mattress in Horseheads NY from sales person Justin. The bed was very uncomfortable to say the least and I went back to store to exchange for different bed after 8 days. They gave me hassle at first because I didn't purchase the comfort exchange for $99.99 and the bed protector for $149.99. We'll the sales person never mention either one to me at the time of purchase. So they did finally agree to exchange but i had to purchase the comfort exchange and the protector and I couldn't get price difference of the 2nd bed which was $1800. So i lost $700 for price difference and had to pay additional $269.98...Fast forward I get the 2nd bed but its just as worse as the 1st bed. I slept on it for 3 hours to wake up with a big depression in the center of the bed. I go back to store next morning because I want a refund at this point and the store manger Steve D acted like he could careless and claimed he will contact the regional director of sales Emma S which he did not. Instead he calls me stated that someone from customer service will call next week to come out to do a dip measurement! I'm at the point of getting a lawyer to do a class action lawsuit for all the people who had problems with Metro Mattress. They sale junk overpriced mattresses...WARNIG!DO NOT DO BUSINESS WITH THEM!

Sold defective sheets. Would not allow me to return them.

Purchased a *** mattress($4,600) which I exchanged within 30 days-was told the 2nd mattress was an equal exchange-found out there was an $1,500 difference-why lie-they owe me money. Called several times, no one will return my calls-Dakota, John, Matt. Filed a complaint with corporate headquarters-no response.

On 5/10 I purchased a mattress from Metro Mattress on Delaware Ave in /buffalo. When I slept on it for 15 days I found it very uncomfortable . They then brought me the Constitution Mattress I paid 217.48 for this new product. In order to have a warrenty I had to buy a Mattress cover, plus shipping. I had previously paid 1217.97 for frame & mattress on 5/10. Since then I wake up in pain from sleeping on this mattress. I called the Metro Mattress Salesman and they would not exchange.

This is an odd one. I ordered a mattress from metro Mattress. I was having a problem sleeping. My back was so sore. I called them. I said that my mattress was not enabling me to sleep at night. I had terrible back pains. Well, I was told to come to the store. I did. There was NO gray mattress there. I could not believe it. I was told that there never was. I even laid down on the gray mattress. It was like "gas light". If I didn't know better, I would swear I was losing it, but I know what I did. They have NOT replaced mu mattress because there is none there that I can sleep on.

I bought a bed frame from oneonta ny store. The frame was missing parts. I tried to return it a few days after purchasing only to be yelled at by the manager, who refused to tell me his name, and hung up on. He advised me because the box was open I couldn't return the frame. First if all this is the worst customer service I've ever had! Second take your crappy frame back and give me my money back. Someone in the meantime gave me a frame that I can use that I didn't pay over 100 dollars for! Your manager should be fired!Maybe this is why no one walks in your stores! And I've tried to call corporate I got a complete run around on who would call new back! Unacceptable!

on 4/25 i bought a mattress from metro mattress when it was delivered and i slept on it it was not what i wanted, i called them the next day and told them, they said to sleep on it for a week and it would soften up but it didnt . i also called two days later telling them the same thing. finally i went to the store to see what could be done , they said there was nothing they could do as i didnt buy a mattress protector which was not explained to me, i have called customer service and recieved a call back from the store manager saying the only thing he would do is let me return it and i would have to buy a mattress cover for $100.00 and pay the difference for another mattress which means more money out of my pocket. All i want is my money back and they pick up the mattress as i was not informed of the policy. I will never do business with them again. As of today I have had the mattress one week and have my mattress protector on it.

We purchased a mattress on 5/8 for over $4k. Several promotions/deals offered 1) $300 in free gifts, the most important 1 wasn't provided at delivery (mattress cover), 2) $100 rebate for using store financing (promo didn't start until following week) 3) we wanted to use our rewards credit card instead of financing but were told by Chad that we could finance, get the rebate, and then use our credit card to pay it off in full once we got the bill. Now we're being told it can only be paid by check. -Manager (~5/26): said Josh (RM) would reach out to make this right -Manager said (~6/1): they may be able to refund the account then we could pay in ful -Chad (6/3): said they would follow up -Chad and another mngr on line (6/4): "nothing they could do at this point" and "you're asking us to commit fraud" Previously, rep Matt was the one to mention close/refund the account- we never asked for this to take place. Chad wasn't willing to discuss, was rude/combative and kept accusing us.

On 12/29 I went onto store nd dealt with salesman Chris. He showed me a queen size mattress and a base that were on promo for New Years. The base was solid bottom and cordless remote. (lifestyle 1000). After agreeing to the deal he put me through progressive leasing and they delivered the set on 12/31. On 1/2 I went back to the store to ask about the base that was delivered. (lifestyle 500). Chris said that he showed us the base he is told to tell the customers they will get a different one that whet was shown to us and it isnt even in the store to be shown. When asked about this to corporate they has supervisor Gary call us in which Gary said that if we wanted the base shown we could upgrade to that base and pay the difference out of pocket. When we said that is not acceptable that we only want what was shown to us at the store and that we agreed to purchase he said he has to talk to corporate and would let me know the outcome after a couple of days of not hearing back leaving messages every day until Gary finally called back and said that everyone has decided that they cannot do anything for us.
Now corporate will not return calls to us and the store says that they wont do anything for us that we have to call and talk to corporate. When explained that they wont return calls, we are told to keep trying.
We were given the wrong information about the payments as well. We were told $45- a month for the 90 days then if paid off in the 90 days we would not be charged the extra fee through Progressive Leasing.
The first payment was $63.72 on the pay of purchase and $68.91 every 2 weeks. Chris could not print off any paper work for us said it would be emailed.

I purchased a brand new mattress from Metro Mattress for my elderly parents. Before I made the purchase, we specifically asked about the height of the mattress bc the model in the store was way too high for my father and he said he would not sleep in the bed if its too high. The sales rep said it would not be a problem at all, and advised us to simply ask the delivery guys to install the shorter legs, and it wouldn't be an issue. Unfortunately, we were given wrong information and it is has been an ABSOLUTE nightmare. And the issues have nothing to do with COVID-19. The store Manager, I think his name is Mike, literally HUNG UP on me when I was initially trying to explain the issue back in March . Afterwards, I spoke to a female in the store and she helped me PURCHASE (about $50) a new set of legs. Fast forward a month or so, when we received the new legs and they are still too high for my parents, I tried to call the store again since we needed shorter legs and they stopped answering my calls. So I contacted Danielle at the Corporate headquarters office in Syracuse, NY. Danielle has been extremely kind and has tried to help me resolve this situation. I had to called Danielle several times, while she had to email the Niagara Falls management team several times, before they even attempted to contact me. Danielle explained that Dakota (a person from the management team from the Niagara Falls, NY location) should be contacting me in order to resolve this issue. Dakota told Danielle he called me on Friday August 21st at 2/3pm and left me a voicemail, HE DID NOT, I have a screen shot of my call log that day. After my calls to Danielle and she emailed him at least two times, he called me on either August 24th at 8pm! I couldn't BELIEVE how late he called me. My day job is an Asylum Officer, I interview people that ask for protection in the USA, so its extremely stressful. My point is, I like to relax after work, but at 8pm, I had to deal with Metro Mattress disaster customer service, which only went down hill fast with this call. I explained to Dakota that we needed 10inch legs for the bed, and he said he would see what he could do and call me back the next day with a solution. And I haven't heard from him since. I can't believe they don't care to help me resolve this issue, I spent so much money. I wish I took my business elsewhere and I completely REGRET ever spending a dollar at this store. After all this mess, my dad has NOT slept in the bed because it is too high and uncomfortable for him and this is the ONE issue that I was extremely worried about before I made the purchase. Again, I feel awful for my father and completely regret buying from this establishment.

The CW Grand Palace Firm Queen Mattress I purchased is defective. It is very lumpy and uncomfortable and causes additional pain to the frailty of my body. I was encouraged to purchase the mattress protector in case it needed to be exchanged. The salesperson told me during the purchase that I had 90 days to determine if the mattress worked for me. I went to the showroom on Monday, November 2, spoke with Adam a person who was there when I made the purchase. I told him about my problem, he said he would tell his manager and he would be in touch in a few days. After not getting a call, I called again on Thursday, November 5th and spoke with Tom B, the salesperson who sold me the mattress. I reminded him that he told me I had 90 days and I wanted to make sure it was the mattress with the problem and not my impatience. I did share with him that Monday after I spoke with Adam, I went home, got my magnifying glass and read the "Terms and conditions of purchase". This mattress is an outstanding financial responsibility for me. I am 81 years old and suffers with fibromyalgia and live on a fixed income. My mattress was more than 25 years old and after two years of thinking about it, I decided that I was worthy of living out my latter years on a comfortable mattress. To wit my purchase. But instead of comfort, I get more pain. I am 100% sure that Tom B told me I had 90 days to decide and I'd like his words to be honored. I just want the mattress replaced. Further, Adam didn't pass the information on to anyone from my visit on Monday, November 2nd. And, after speaking with Tom on Thursday, November 5th, he never called me back as he promised. Also, I sent a certified letter to the Syracuse, NY address which was received Monday, November 16th and to Tom B at the Glenmont address which was received November 19th. In the letter, I requested an immediate response, no one have reached out to me yet. They were so excited to see me walk into the showroom on Monday. September 7 and understood why I wanted a comfortable mattress that would help to ease my body pain. Now, they're silent and want to take advantage of me with something that's written on the back of the receipt. But, I'm absolutely sure Tom B told me I had 90 days to decide. I feel it fair to exchange the mattress. I realize I've said a lot, but I need you to understand that for me, this is an emergency. I need a resolution as soon as possible. I can send a photo of the lumpy mattress if you need to see what I'm dealing with. Sometime I have to sleep on my sofa and after spending $4,989.55 for a brand new mattress with an adjustable base, I should be resting comfortably in that bed. Thank you so much for you help!