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Albany, Buffalo, Rochester & Syracuse regions

BBB Accredited Business since

Metro Mattress Corp.

Additional Locations

Phone: (315) 218-1200 Fax: (315) 218-1203 3545 John Glenn Blvd, Syracuse, NY 13209 http://www.metromattress.com

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Description

This business offers mattresses, beds, pillows, frames, head boards/foot boards, futons, daybeds, bedding supplies, sales, service and delivery.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Metro Mattress Corp. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Metro Mattress Corp. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 58 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

58 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 0
Delivery Issues 3
Guarantee/Warranty Issues 14
Problems with Product/Service 32
Total Closed Complaints 58

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Metro Mattress Corp.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: July 05, 1995 Business started: 01/01/1976 in NY Business started locally: 01/01/1976 Business incorporated: 10/11/1989 in NY
Type of Entity

Corporation

Business Management
Mr. Jason Mehl, CFO Mr. David Shiroff, President Mr. Mark Bell, Director of Services & Procurement
Contact Information
Principal: Mr. Jason Mehl, CFO
Principal: Mr. David Shiroff, President
Business Category

MATTRESSES PILLOWS BEDDING BEDS - RETAIL

Alternate Business Names
Metro Mattress Price Buster Mattress

Additional Locations

  • 1000 Transit Way

    Brockport, NY 14420 (585) 637-8111

  • 1270 Niagara Falls Blvd.

    Tonawanda, NY 14150 (716) 837-4500

  • 1641 County Road 64

    Horseheads, NY 14845

  • 1706 Central Avenue

    Colonie, NY 12205 (518) 452-4433

  • 1885 Black River Blvd.

    Rome, NY 13440 (315) 338-9333

  • 1894 Ridge Rd East  Ridgeview Plaza

    Rochester, NY 14622 (585) 266-0700

  • 197 Grant Ave

    Auburn, NY 13021 (315) 253-2426

  • 20991 State Route 3

    Watertown, NY 13601 (315) 779-1045

  • 2164 Penfield Rd.

    Penfield, NY 14526 (585) 388-1170

  • 22 Clifton Country Road

    Clifton Park, NY 12065 (518) 371-1150

  • 2212 Military Road

    Niagara Falls, NY 14304 (716) 205-2300

  • 2300 N. Triphammer Road Suite 9

    Ithaca, NY 14850

  • 241 Route 9W Suite 800

    Glenmont, NY 12077 (518) 465-6525

  • 2508 Vestal Parkway East

    Vestal, NY 13850

  • 2625 Delaware Avenue Suite 121

    Buffalo, NY 14216 (716) 875-8500

  • 2649 W. Ridge Road

    Rochester, NY 14626 (585) 227-6600

  • 279 Troy Road

    Rensselaer, NY 12144

  • 288 Route 104 East

    Oswego, NY 13126 (315) 343-3030

  • 3057 Route 50 Suite 8

    Saratoga Springs, NY 12866 (518) 584-3333

  • 3245 Erie Boulevard

    Dewitt, NY 13214 (315) 446-6606

  • 3340 Monroe Ave

    Pittsford, NY 14618

  • 3340 Monroe Avenue

    Pittsford, NY 14618 (585) 249-9740

  • 3514 West Genesee St.

    Syracuse, NY 13219 (315) 488-9999

  • 3540 McKinley Pkwy. Suite 14

    Buffalo, NY 14219 (716) 826-3478

  • 3545 John Glenn Blvd

    Syracuse, NY 13209 (315) 218-1200

  • 3881 State Route 31 Suite 200

    Liverpool , NY 13090 (315) 622-6600

  • 3906 Rte. 281

    Cortland, NY 13045 (607) 662-0166

  • 408 Elmira Rd Suite 100

    Ithaca, NY 14850 (607) 272-0001

  • 408-B Balltown Road

    Schenectady, NY 12304 (518) 382-3001

  • 4230 Veterans Memorial Drive

    Batavia, NY 14020 (585) 344-0496

  • 4237 Recreation Drive

    Canandaigua, NY 14424 (585) 393-4820

  • 424 Fairview Avenue Suite 100

    Hudson, NY 12534

  • 4245 Lakeville Road Suite A

    Geneseo, NY 14454 (585) 243-0730

  • 4827 Commercial Dr.

    New Hartford, NY 13413 (315) 768-1100

  • 4900 Transit Road Suite 400

    Depew, NY 14043 (716) 668-4030

  • 4908 State Highway 30

    Amsterdam, NY 12010 (518) 842-2255

  • 4968 Commercial Drive

    Yorkville, NY 13495 (315) 736-6600

  • 5095 Transit Road

    Buffalo, NY 14221 (716) 631-5300

  • 600 Jefferson Road

    Rochester, NY 14623 (585) 424-4490

  • 6255 South Transit Road

    Lockport, NY 14094 (716) 625-6212

  • 7905 Brewerton Rd  (Rt. 11)

    Cicero, NY 13039 (315) 699-2230

  • 8053 Pittsford Victor Rd

    Victor, NY 14564 (585) 425-2110

  • 870 State Route 9

    Queensbury, NY 12804

  • 898 New Loudon Road

    Latham, NY 12110 (518) 783-7703

  • 975 Ridge Road

    Webster, NY 14580 (585) 670-0180

  • Bayberry Plaza, 7612 Oswego Rd

    Liverpool, NY 13090 (315) 622-4999

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Complaint Detail(s)

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approximately three years ago, my husband and I purchased an adjustable king size (2 twin)adjustable Serta mattress. I submitted and complaint about my mattress in March 2014. after a very long (March-July) the company finally is allowing me to purchase an "upgraded" mattress to replace my Serta mattress. I decided on a new mattress and wrote a check of $706.00 on August 4, 2014, the check was cashed on August 6, 2014. As of today, August 19,2014, I have not yet received the new mattress. I have called every few days to find out when the mattress would be delivered. ( I did receive 2 automated phone calls about delivery over the past 2 weeks, with no delivery made) I called yesterday (August 18) at 11:30 am to get information, I spoke to "******" who said that he would check about the mattress and that it was still too early. After no response, I called again at 7:20 pm. At that point, ****** became verbally abusive, yelling at me in a raised voice, saying "who do you think you are, we have gone above and beyond for you. You are not my only customer. You called four times today and nothing has changed." I am sure that there was much more said, however, I was dumbfounded by his response to me that I don't remember everything that was said. I did become upset and raised my voice back at him. I have been EXTREMELY patient with this process of fulfilling a warrantee, and this was a matter that should have been taken care of in a much more professional matter.

Desired Settlement: Disciplinary action for the behavior of a Metro Mattress Employee. A better warrantee process.

Business Response:

This email is on response to the complaint filed by*.  The nature of the complaint pertains to the warranty claim process.

Metro Mattress offer our sincerest apologies for the delay in the replacement of the mattress in question.  According to our records, the replacement model *** ****** selected was backordered by the manufacturer.  They have confirmed that it will be arriving to our warehouse on August 21.  We will have the store contact *** ****** to set the delivery date.

Moreover, the reaction of the sales associate in question is not the way that Metro Mattress wants to be portrayed.  We apologize for his behavior, and assure *** ****** that it will be addressed internally.

If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at *.

Respectfully,

*

Director of Service & Procurement

Metro Mattress

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a PILLOW in addition to other items from Metro Mattress. I had a major issue with my bed purchased years ago, and selling practices and warranty. I have had that resolved at this time, not in the manner that should have. Aside from that at that time, as well as when using the warranty for the 3 year old mattress at both times I purchased a pillow. I was NOT told of the lack of return/exchange policy at all. The NEW pillow I just purchased was sold with the pillow having tears on the plastic packaging. Aside from that, I was told to air it out, so I did for days, and when went to use it, it didn't live up to the expectations. All I wanted was to return this pillow, as I just had to PAY lover $500 to EXCHANGE my BED, WITH their warranty. I feel their practices are deceitful. The original purchase date 3 years ago, was a not great situation. I was hoping that using the warranty, and this would remedy itself. But 637.19 + the 107.99 I don't feel have been correct. I tried taking care of this with the store already.

Desired Settlement: I want to return the pillow, as it was sold "damaged" with the plastic covering, and them to be upfront with customers BEFORE making the purchase, not after IF there is an issue. It should be told verbally, PRIOR to being rung up. Any retail job I have had, I have always VERBALLY explained a return/exchange policy. This is quite deceitful.

Consumer Response: ***** *** ************************ ***** **** *** *** **** ** **** ** ******** ********* *** ****************************** * *******************************

Please disregard the complaint sent in earlier this evening. I have had it resolved. ******* ~*****Sent from my iPhone ************

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress from company and discussed with sales representative the type of product I was looking for since I'm a side sleeper. The store sales representative reported that the mattress I was purchasing was for side sleepers and that the bed would form to body once it was broken in. The sales representative reported that he had the same mattress as well and he too was a side sleeper. I purchased the mattress and went into the store a week later to discuss how firm the bed was and the same sales representative said that I needed to give the bed more time to break in since it was too soon. I took the advice of the representative and within the next few months I was in and in and out of the doctors office for severe back pain. The bed I purchased I was unable to lay on my side and if I tried I would have to turn over to almost my stomach causing my back to kink up. I once again called the store who said give it another month and call back if continues. I called the store back a month later and then was directed to complete a warranty request. I specifically discussed with the sales rep that I was not sure if the mattress was defective or if the bed itself was just way too firm. I explained to representative that I didn't want to go through the process if it was a waste of my time and representative assured me that it was a part of the process. I completed the warranty form and filled out necessary information and mailed to warranty Company. This took a few weeks to hear from Someone. I finally heard back a few weeks later and discussed with a customer service representative who said that I would either have to take pictures myself of the mattress or have one of their professionals come to the home to do so. I advised the warranty person that I would rather someone come out. This didn't happen for about another week. The inspection person took pictures and said that the company was wasting my time that they should have exchanged the mattress because it was not a side sleeping mattress. I called the customer service rep that had been working with about a week later and she got in touch and said they didn't see any warranty issue with mattress. I followed up by calling the store to discuss the situation and was told they could not do anything for me since it was about 6 months after the purchase. I explained how for the last six months my complaints were not taken seriously and the manager said that nothing he could do. This same manager is the person who sold me the mattress. I Asked To speak to his manager and he said he would call Him and call me back. The store manager called me back less than five minutes later and said they could sell me a $600 mattress topper for half price and that's it. I explained that I had paid over a $1000 dollars for a double mattress and box spring and why should I have to invest more money especially considering The amount I had already spent. The store manager was adamant that this is all could do. I asked to speak to someone from Corporate. The corporate manager called me back hrs later and said he could give me a discount on another mattress but that's all he could do. He openly shared that the mattress that was sold to me Was not a mattress for side sleepers but now since I had it for months I was stuck with it. I explained to him That I didn't have the money to invest in another mattress and his only suggestion was to try selling my mattress and then coming back to store to purchase another mattress. I honestly can't believe the run around I have had with this company and the way I have been treated considering the amount of money I paid. At this point if I'm forced to invest in another bed I would not invest more of my hard earned money in company of this nature. I'm Very frustrated that first of all I was sold a bed that is not even for the way I sleep but this seems To be ok to the 3 managers that discussed this matter.

Desired Settlement: I feel that the store should exchange this mattress for a bed that is fit for the type of mattress that I originally requested. The mattress is in perfect condition and has had a mattress protector over it since purchased. The delivery men put it on the day it was delivered.

Business Response:

 This message is in response to the complaint filed by Ms. ***** **** (ID #********).  The nature of Ms. ****’s complaint pertains to her comfort satisfaction with the product purchased. The issue reported by Ms. **** is one of comfort preference.  First let me state that Metro Mattress does not carry bedding lines that are specifically designed or intended for a “Side, Stomach or Back” sleeper.  Every person’s body is different, therefore what may appeal to a larger man that sleeps on his side would not necessarily appeal to a slight woman that also sleeps on her side. There are features of mattresses that lend themselves to certain ways that one might sleep, but ultimately an individual is the only one that can establish whether or not a specific mattress is right for them.  The model in question is part of the ********** ******** collection and has features such as individually pocketed coils.  This feature allows for more precise movement of individual coils, which will contour curves in one’s body.  This is a great feature for a side sleeper.  Overall, this model is a great option for a side sleeper.  The store filed for a warranty claim to be performed on the set as an attempt to find some form of recourse for Ms. ****.  The warranty coverage, offered by the manufacturer, only offers the exchange of the mattress in the event of a defect in the product.  I’m sorry that Ms. **** viewed the exercise as a waste of time.  However, the claim was made at Metro Mattress’ expense in an effort to have some form of resolution to the situation.  The warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  Upon inspection, the mattress was found to be free of any defect. The silver lining of the situation is, you can always make a hard mattress softer.  The support system in Ms. ****’s bed is sound, and premium quality.  Adding some form of mattress topper to this mattress will change the comfort, but not the support.  Mattress toppers come at a wide range of prices depending on the quality desired.  Something as simple as a piece of convoluted “egg-crate” foam should make a significant difference to Ms. ****’s sleeping experience.  Metro Mattress does only carry a line of toppers that are in the higher end price range, but stores like ****** & ******** have a wider selection of more affordable options.  Metro Mattress has made every attempt to try and find recourse for the fact that Ms. **** is unhappy with the mattress she selected.  As a gesture of good faith, Metro Mattress is willing to reimburse Ms. **** up to $50.00 towards the purchase of a mattress topper for her bed.  Once purchased, Ms. **** simply needs to email me a copy of her receipt and Metro Mattress will mail her a refund check of up to $50.00.  The receipt can be emailed to service@metromattress.com. If there are any further questions pertaining to this complaint, feel free to contact me during normal business hours at ***** *********  Respectfully,  **** ****Director of Service & Procurement Metro Mattress
 

Consumer Response:

Honestly, I am in shock that the company's remedy to this situation is for me to go to ****** or ******* and purchase a mattress topper. If the company had so much confidence in their products, I would not think that they would expect a customer to have to add to a mattress to achieve satisfaction. Unless the product was cheap. I am a firm believer of you get what you pay for. Furthermore, encouraging a customer to buy a topper and supplying a $50 reimbursement when the decent ones cost much more is even more upsetting. For the company to share that they sell mattress toppers, but to nonchalantly disregard them because they are in higher value makes me feel like my investment was not even enough for company to think of me as anything but a sales purchase. I went into this purchase looking for comfort and great support. I'm sure the mattress gives good support, but I am also positive that it is painful for me to sleep on my side. My fiancée has also tested out this mattress and he is a side sleeper as well. He wakes up with pains as well due to the firmness of the mattress. My fiancée was present with me the day I purchased this mattress and heard exactly what the sales representative shared about this bed. I was swayed away from a mattress half of its price because I was told that this model would make a huge difference comfort wise. At this point, I wish I would have selected the cheaper one, because then I would have the money to purchase something else right now so I was able to get a good night rest. Prior to this purchase I had a bed that was decent, but I felt that I deserved an upgrade for as hard as I work. I invested in something more expensive and trusted the sales representative. Even along the way when I went into the store and shared my concerns, I was very patient.  Usually, companies swear by their products and if customers are not satisfied they will do what is necessary to compromise with the customer. This is the first experience that I have ever had where I have made a purchase where I was given the run around like this. I have purchased vehicles and things of much higher value and if problems have ever raised with the products, the companies have reached out with great customer service and showed me appreciation and respect. I am not asking for anything free. I am asking for an exchange of a product that I am not satisfied with. It’s a horrible feeling knowing I have done financially what I needed to pay this purchase off and to then think I am going to be forced to make another purchase.  I am not trying to be difficult at all. It is just extremely frustrating when I cannot even look forward to sleeping at night because of fear of waking up in pain. Thank you for your time and attention in this matter. I do appreciate you listening. Sincerely, ***** ****



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress that does not sleep anything like the product on the floor. The mattress sags on both sides and has a ridge down the middle. The product delivered is not the product that I purchased in any respect

Desired Settlement: I do not wish to do any more business with this firm. I would like a full refund

Business Response:

This letter is in response to the complaint filed by ***** *******, ID #********.  The nature of this complaint pertains to a reported defect in the product purchased by Ms. *******.      First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  If there is a defect in the product purchased, Ms. ******* certainly has recourse under the terms of the manufacturer’s warranty.  According to our records, the merchandise purchased by Ms. ******* was picked up, and moved to a location outside of Metro Mattress’ trade area.  That does prohibit Metro Mattress from executing a warranty claim on behalf of the consumer.  However, the benefit of having the warranty coverage through the manufacturer is the fact that since the manufacturer is a national company, they can file a warranty claim directly through the manufacturer in any part of the continental U.S.  In order to begin the claim process, Ms. ******* can visit the manufacturer’s website at www.springair.com for details on her warranty.  If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.  Respectfully,   **** ** ***** ***Director of Service & Procurement  Metro Mattress
 

Consumer Response:

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. The business sold me a mattress that is different from what they displayed.  This is their responsibility - they have the relationship with the manufacturer and should work to resolve.  I tried to resolve withe Metro Mattress.  They were not receptive.  I have purchased a new bed - I want a refund - I am willing to return the mattress to Metro Mattress.  Regards, ***** *******




Business Response:

Metro Mattress’ return policy, as it is posted in our stores, and printed on every receipt is very clear and reads as follows:     REFUND POLICY  ALL SALES ARE FINAL.  MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME. 
Ms. ******* was in possession of these policies for 14 days before she accepted any merchandise from metro Mattress.  This is considered a more than reasonable amount of time to understand the terms of purchase. Consumers are protected against manufacturing defects or issues with a warranty provided by the manufacturer.  That warranty coverage offers a replacement upon confirmation of a defect to be approved by the manufacturer.  As it was explained in the initial complaint, the issue concerned “sags on both sides and a ridge down the middle”.  This could possibly be consistent with a defect, however Metro Mattress has no information or data concerning the mattress other than what was reported in the complaint filed herein.
Metro Mattress cannot take responsibility for the fact that the customer opted to purchase another mattress instead of exercising their rights under the manufacturer’s warranty.  The terms of the purchase are clear, and Metro Mattress cannot honor Ms. *******’ request for a refund.  Any recourse Ms. ******* has would be direct through the manufacturer. If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at ***** *********
Respectfully, **** ****Director of Service & Procurement Metro Mattress
 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Box Spring mattress from Metro Mattress located at 3245 Erie Blvd. East Dewitt NY 13214 on 06/26/2014. The "customer ID" is ******, sales number: **********.I was informed that I would have to pick it up at their warehouse, located at 3545 John Glenn Blvd Syracuse, NY 13209.As they brought it to my car, I was informed that they do not tie it down for the customers, and did not have any rope or string for me.Since I had to be at work in a half-hour, and had spent my last dollar on this Box Spring mattress, my wife and I opted to drive home at 15 mph, while physically holding the mattress down to roof of car. This was an undue hardship.When I brought the mattress home, and started to open it, I noticed the entire thing was damp and smelled of mildew. I called the store to inform them of this, and they accused me of dropping it off the car somewhere, and after speaking to me disrespectfully this morning, the manager stated, "We don't need your ninety dollars, we're good.", before offering to exchange the item even though I stated that I want a refund.

Desired Settlement: I am bringing the mattress to the warehouse today, and will not accept an exchange. I would like a full refund, and for the Health Department to inspect their warehouse.

Business Response:

     This email is in response to the complaint filed by Mr. *** ********** (ID #********).  The nature of Mr. **********’s complaint concerns Metro Mattress’ policy.  We regret that Mr. **********’s experience was so problematic.    For insurance and liability purposes, we are not able to load merchandise for customer’s electing to pick up merchandise.  The following is stated on the receipt Mr. ********** received with him purchase:  “Customers electing to Pick Up merchandise from ANY Metro Mattress location, are responsible for providing a safe and adequate vehicle for transportation as well as adequate laborers to load merchandise.  Metro Mattress will NOT load OR tie down merchandise to your vehicle.  Customer is responsible for any damage to merchandise, or property, caused by customer’s transport of merchandise.”        Although Mr. ********** signed that the merchandise was received in good condition upon picking the merchandise up, Metro Mattress is not looking to be unreasonable.  We have already mailed a full refund in the form of a check to Mr. **********’s home address.  Again, we apologize for the inconvenience.      If there are any further questions pertaining to this account, feel free to reach me during normal business hours at (**** ********.  Respectfully,   Director of Service & Procurement
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I entered into a verbal agreement with a sales associate to purchase a memory foam bedding system for my wheelchair father with the understanding that if he did not like it could be returned, less $99.00 restocking fee, for a traditional box spring mattress. The stipulations I needed to accomplish were to buy a mattress protector and return the bedding system within 2 weeks. When I returned three days later metro mattress did not honor any part of the agreement.

Desired Settlement: Have my money returned, ( I never told my father I got verbally scammed ) or in ten, fifteen, twenty years from now cost the owner or his off-spring 10 times the amount of milk he slapped out of my daughters mouth. I am not hopeful that my small claim will have a positive outcome with all the CYA contract language on the back of my receipt.

Business Response:

This email is in response to the complaint filed by Mr. ****** ******** *** **********.  The nature of Mr. ********’s complaint pertains to his desire to return merchandise for a refund.      According to Mr. ********’s account of the story, he claims he was told by his sales associate that he could return merchandise for a refund.  This is contradictory to the Terms & Conditions of purchase agreed upon by Mr. ********.  The Terms & Conditions of purchase clearly states the following:  REFUND POLICY ALL SALES ARE FINAL.  MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME.  Moreover, upon deposing of the original sales associate, he categorically denies ever telling Mr. ********, or any other customer, that a refund would be an option. Metro Mattress’ ability to help Mr. ******** was completely altered when Metro Mattress had to call the police to have Mr. ******** removed from the store.  Make loud, obscene derogatory threats as well as threats of violence are not tolerated by Metro Mattress.  Mr. ********’s insistence on behaving in this manner forced the associates to take action to ensure their safety.  No employee deserves to be treated the way Mr. ******** decided to “handle” the situation.  It is understood when a misunderstanding created frustration or even anger, however Mr. ******** escalated the situation beyond reason.  Metro Mattress stands behind our policies, as well as the agreement made with Mr. ********.  That being said, Metro Mattress is willing to give audience to Mr. ********’s request for a refund simply in the interest of parting ways.  I am not sure about Mr. ********’s totals listed in this complaint.  According to our documents, Mr. ******** paid $749.96 plus tax, for a grand total of $809.96 (when factoring in the return and refund of a set of sheets from his original purchase.  Metro Mattress is willing to refund this amount in the event that a few stipulations are met. #1 – Before pick up can be arranged, Mr. ******** furnishes Metro Mattress with signed documentation absolving the Small Claims Court Case filed with the Vestal Town Court.#2 – Metro Mattress picks up the merchandise, and it is in good condition free of any stains or abuse. #3 – Mr. ******** agrees not to shop with Metro Mattress in the future.  If all of these stipulations are met, Metro Mattress will refund the total amount paid by Mr. ********, or $809.96.  Mr. ******** can email me the appropriate documentation at service@metromattress.com.  Once the documents requested have been received, I will be happy to contact Mr. ******** to arrange a date for the pick-up of the goods. If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at (315) 218-1235.
Respectfully, **** **** Director of Service & Procurement Metro Mattress
 

Consumer Response: 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.
I have no intention of doing business with Metro Mattress in the  future. I will drop all of my plans to get more than even with the owner and employees involved to include the small claims suit after I have my fathers money returned. I cannot return a prisitine mattress system. I can only return the one exactly as it was given to me.   Sincerely, ****** ********  

Business Response:

Even with the looming threat of Mr. ******** having plans to “get more than even” with Metro Mattress, we would like this matter behind us.  We want to arrange a date to pick up the mattress.  To make it easiest, we would ask Mr. ******** to call the store when our delivery team is in his home, and we will credit back the **** card on which the purchase was made.  The mattress being in the same condition in which he picked it up will be fine. Respectfully, **** ** ***** ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: April 22, 2014 Re: Metro Mattress Company (Place of Purchase) / ****** ********* ******* (Manufacturer) - ****** Regata 3 Seat Sleeper*Truffel, Click-Clack Sleeper #N0127 To Whom It May Concern: Enclosed are copies of my letter (with attached Futon Summary) to Mr. **** ****, Director of Customer Service for Metro Mattress dated and mailed 4/4/14, in which I which I asked for a reply within 10 business days. To date I have not heard anything. I am greatly disappointed in that fact and ask your assistance resolving my complaint. Both Metro Mattress and ****** ************* state in (see documents enclosed) that they are dedicated to "addressing every customer issue arising" but in fact Metro has not done so though this matter was brought to their attention at the end of February. ****** refused to help at all and their product was found to not be what "would be expected from a luxury mattress to ensure the best possible comfort for both sitting and sleeping", quoting their own words. It is NOT comfortable, it is OUTRIGHT STIFF AND UNCOMFORTABLE. Nor has their staff been "committed to my satisfaction". I do not know if they have been contacted on my behalf by Metro Mattress. The contact information for ****** Furniture is as follows: ****** ************* *****, LLC. ** ***** **** ********** ** ********** ****** ************* **** ************ Also enclosed is a letter of verifying the discomfort of the futon from a guest in my home, who also found it unsatisfactory and who has also been a customer of Metro Mattress. I am requesting your assistance in getting what was stated in my original letter, a refund of $400 for the futon to my credit card immediately. I expect that by filing this complaint it will in no way negatively affect any future transactions with Metro Mattress as I currently have another one of their products (my current bed). I have been very patient with them dealing with 3 faulty mattresses/beds in the past, the last one lasting only 4 months. Thank you for being an advocate to and for consumers and for the work you do. Please contact me ifyou need clarification on the documents I'm sending. Iam confident that between the two companies a satisfactory arrangement can be made to split the refund. Perhaps Metro can use the futon at one of their locations since they seem to think so highly of it.

Desired Settlement: Refund

Business Response:

This email is in response to the complaint filed by Ms. ******* ****** (ID #********).  The nature of the complaint pertains to the performance of a sofa sleeper purchased.     First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  Metro Mattress was in Ms. ******’s home to inspect another mattress, and she had asked the inspector to take a look at the sofa sleeper.  The issue Ms. ****** offered was just as she explained in this complaint.  That the sofa was uncomfortable.  The inspector did not find any defect or damage in the sofa sleeper.  Everything was functioning properly.  As I personally explained to Ms. ******, her warranty covers her against manufacturing defect.  It does not guarantee comfort.  Therefore, there was no basis for a warranty claim to be filed.    After our last conversation, Ms. ******’s position was that she planned on contacting the manufacturer.  I have not heard from her since.  My offices did not receive the April 4th letter that Ms. ****** included in this complaint.  If we had, we surly would have reached out to her.     As previously stated, the coverage on the merchandise is offered by the manufacturer, and metro Mattress does not have authority over decisions.  However, as a gesture of good faith, Metro Mattress would be happy to allow Ms. ****** the ability to return the sofa sleeper and use her purchase amount towards anything we carry.  Being that there is nothing wrong with the sofa sleeper other than Ms. ******’s comfort preference, we do not see grounds for a refund.  We do however feel that the offer at hand is a reasonable one. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ***** ********* Respectfully, **** ****Director of Service & Procurement Metro Mattress
 

Consumer Response: Dear Ms. ****, BBB:  My questions/concerns:  1)    The letter  of 4/4 to Mr. **** was mailed from a local post office as I wanted to be sure it had enough postage on it.  There is no reason he should not have received it.  (concern, not a question).   2)  What options are they making available to me in the form of this "credit"??  It is of no value if I cannot use it.  I do not know what items in their store are suitable for the amount of $400 that would be useful to me.   I do not need pillows and I have their mattress cover.  It's not like they are a futon store and have a selection to choose from, that is why I requested the refund.  I have a one-bedroom apartment and obviously do not need a 2nd bed.  The honorable thing to do is offer me a credit card refund in this instance.  (Question, require answer)  3)  Is Metro picking up the futon at no charge if I choose to return it?   I shouldn't be required to pay for them to get a free sofa.  Since the Manufacturer isn't involved, it won't be going back to ******. (Question, require answer)  4)  Why did Metro drop the ball in not contacting/following up with ****** on my behalf as they said they would? See my Summary for details.  In my letter I explained his salesman *** said he would contact ****** on my behalf as the foreign gentleman refused to handle the matter with a customer but said it was the responsibility of the store of purchase.   Under these circumstances, they should be an advocate for their customers.  (Question, require answer please).   5)  **** the Inspector never did anything more than sit quickly on the futon (up and down 1 second flat), did not even lean back on it, no "inspection was done" to determine anything.  He did not open it, close it or even touch it.  Metro needs to exercise the SAME authority over ALL the products they sell, not pick and choose.  They work with the bed companies, they need to work with the futon company and ALL manufacturer's of products they represent.  (Concern for consideration)  6)    Several "beds" ago I purchased one from Metro and they kept saying it would "break in, give it time".  Well it didn't.  2 months later I called the store crying and they finally sent someone out and it was deemed "defective" by its stiffness (not indentations), it never "gave" as they said it would and it was like sleeping on concrete.  This futon is the same.  These things DO happen as it did with the mattress.   (Very Valid Concern for consideration).  7)    His staff at both stores said the futon would "soften" over time and it has not.  The model I sat on in the store was not the same as the one I have or I would never have bought it.  It is His Opinion and Not a Fact that there is no basis for a warranty claim to be filed.  ******'s own documentation states the comfort of their products (as I enclosed in my claim).     Also they gave me the run-a-round with wrong number for ****** at the Cicero store.  I should be compensated for my grief alone.  (Additional concern for consideration).  8)    I supplied evidence that another person could not sit on the futon for longer than 15-20 minutes without discomfort and needed to move to a chair.  Its not my discomfort alone that is being noted.  (Another Valid Concern).  9)    I left a voice message for Mr. ****  5/6/14 at 12:27 p.m. requesting a prompt return call as I only have 5 days to make my decision.   I should not be forced to make a hasty decision and request more time from the BBB if needed.   Apparently we can go thru you to my understanding.  (Request for BBB re:  time deadline, I request the right for further communication if necessary.)  Again, I ask for a full $400 refund to my credit card.  As of now, no decision has been made, I need more information.   (Request further consideration by Metro and a response).  Thank you once again for your time.  Sincerely,   ****** ******
 

Business Response:

In response to Ms. ******’s rebuttal, Metro Mattress is offering full store credit on the purchase.  As stated on Ms. ******’s receipt, “ALL SALES ARE FINAL.  MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME.”
Metro Mattress is not obligated to offer any form of recourse in this matter, and do so simply as a gesture of good faith to one of our consumers.  The issue is Ms. ****** claiming that the sofa sleeper is hard.  The model in question is not a soft model.  There is no specific defect to be noted, and therefore the manufacturer has no obligation to exchange the merchandise.  As an alternative, if Ms. ****** would like to exchange the model in her home with the floor sample in the store, we would be happy to accommodate that request.     The offer being made by Metro Mattress is deemed to be above and beyond the obligation of the retailer.  We cannot grant Ms. ******’s request for refund. Respectfully,
**** ****Director of Service & Procurement  Metro Mattress
 

Consumer Response: Dear ****, BBB   Mr. **** has not answered one question or concern of mine.  I have a futon I can barely sit on much less sleep on.  When my bed was replaced in March I had to choose from 4 models for replacements.  I told him I needed something soft.  What does he give me to choose from??  All HARD.  Since then (March 2014) I have a HARD bed that kills my back, I have welts on my back from using a heating pad, have been at Urgent Care for back pain, cannot get a topper due to the odors/gassing in them.  That was my 3rd defective mattress IN A ROW from them, the last one not holding up 4 months, before that about 1-1/2 years.   I have had to deal with and sleep on these defective mattresses through illnesses and with numerous health problems.  If Metro had addressed the futon issue AT THE TIME of the bed warranty when I brought it to their attention, I could have used that $400 credit to get a better bed.  I have their mattress cover, I do not need another one or pillows.  I have been nothing but patient and understanding with 3 BAD BEDS and this is what I get.  I don't have money for another bed or futon and will probably wind up sleeping on a camping air mattress because that is the best I can do.  On their website it says "Metro Mattress Cares".  That does NOT appear to be the case.  Mr. **** does not care.  Sincerely, ****** ******

Business Response:

     I spoke to Ms. ****** today to try and address the situation at hand.  First, in regards to her complaint about her mattress, which was not part of her original complaint filed with the BBB.  I told Ms. ****** that we would inspect the mattress to see if there was any chance of a defect.  In the event that no defect can be detected, Ms. ****** understands that comfort preference is not something covered by her warranty. Second, concerning her issue with the sofa sleeper.  As I stated in my original response, we were not able to identify anything wrong with the sofa sleeper other than her feeling it is “too hard”.  However, as a gesture of good faith, Metro Mattress will agree to allow her to return the sofa sleeper for a refund.  I did let her know that the return will not take place until after the inspection of the mattress has been completed.  This course of action is deemed to be well above the “call of duty” by Metro Mattress, and feel that the complaint has been adequately addressed.  If you have any further questions pertaining to this account, feel free to reach me during normal business hours at ***** *********Respectfully,**** **** Director of Service & Procurement
Metro Mattress
 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID 10028444, and find that this resolution is satisfactory to me.Mr. **** and I have reached an agreement.  He will have the mattress inspected as soon as possible and then will proceed in refunding the futon cost to my credit card.  I ask this be done prior to picking it up, at their convenience and no charge to me. The receipt will be mailed to me.  I believe Mr. **** to be in agreement with this arrangement per our telephone conversations.  Any questions, please feel free to contact me. Thank you for your assistance with this matter.  ***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/22/2014 Problems with Product/Service
4/22/2014 Guarantee/Warranty Issues
12/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Beauty Rest mattress from metro mattress aprox. 6 month ago. It had coils, memory foam and pillow top. The first bed I had came with a 25 year warranty for dipping of the bed and a 10 year warranty for any stains when you purchase a mattress cover (which I did purchase). I spent $1925 on the mattress, which my sales rep told my boyfriend and I that he would throw in the box springs and mattress cover at no charge which was great. When we received the mattress it was great but the box spring appeared to be used. There were prickly things all over it along with brown marks. I called the store to have them exchanged for new ones. I set up a time for them to deliver the new ones and pick up the ones I had. No one showed up at the scheduled time. I called the delivery department and all they could do was apologize after weeks of trying to get a hold of them. I ended up throwing them out because I was never able to speak to anyone about this issue. I purchased this mattress due to lower back problems. After 2 months the mattress started dipping. I called about this issue and my rep took forever to get back to me so I called the supervisor who is only there 2 days per week. I left her a message and no response from her either. I finally was able to get ahold of my sales rep. He did say he would get the problem resolved. It took over 6 weeks to get my new mattress by the time I was able to get hold of any one. I received my replacement mattress which was an even exchange. I was hesitant to get the same mattress because I didn't want it to happen again but I was told there must have been a defect with it so we decided to go with the same one. My rep assured me it must have just been a fluke thing that there was a defect with the mattress. After 2 weeks of having my second mattress started to dip too. Both times my mattress sunk 1 1/4'' in which the warranty only covers 1 1/2''. But after 2 weeks the mattress should still not have sink at all. They did do an exchange on the second mattress which took over 2 months to receive. After that happening to me a second time I didn't want the same mattress. So we went to go look at more mattresses but there was nothing there that was in the same price range as our other one. I was told I Would only be given a credit for $1335 toward a new mattress. I asked why I paid $1925 for my other mattress. So because the rep gave us the box spring and mattress cover at "no charge" he only put the mattress in the computer at $1475. So I had to pay an extra $240 for another mattress which I didn't want to do. We decided to go with an all memory foam mattress as I was advised by the rep that it wouldn't sink as much. I felt like I was stuck just picking a mattress that I wasn't 100% satisfied with because I would have to spend more than I could afford. If I would have known that I would have never purchased the mattress from them I would have gone somewhere else. So today I received my 3rd mattress. As it was delivered and put in my room the guy that delivered it asked me to sign. I told him I would like to look at the mattress first. Upon looking at the mattress it appeared to have been used and had 4 pee stain on it. I told the guys that delivered it that I didn't want a mattress that had pee all over it and they told me to call my rep. So I did but the women I spoke to told me he was in the warehouse and she could not find him. I told her I didn't want to sleep on a dirty mattress so she asked me what I would like her to do. I told her I wanted a new mattress that I was not sleeping on a dirty mattress. She told me they didn't have one in stock so I would have to wait. She said there was one available in Niagra Falls which is 3 hours away from me. I told her that was unacceptable that I'm sure she would not like to sleep on a mattress with some one else's pee on it. Then I heard my rep talking in the back round and I said to the women that she clearly lied to me about him being in the warehouse and that I wanted to speak to him. She put him on the phone and he told me that he didn't know when I could receive a new one. I told him if I had a truck I would bring it back to their door step. He then called me back telling me that I would have a new mattress within the hour. I'm going on mattress #4 in 6 months. I can not believe I was given a used mattress. That is not sanitary. I will never ever purchase from them again and would never recommend them to any one. If I could I would return the mattress and get my money back and go somewhere else. I would have never purchased from them knowing they give out used mattresses and that 2 of them were going to sink.

Desired Settlement: I would like some type of credit back to my metro mattress credit card as I have this mattress nearly paid for. I have been sleeping on a defective mattress for the last 6 months and feel I should be compensated in some way for this. As I know I still have the mattress and do not expect an entire refund but I do not feel I should have had to pay the difference for the new mattress. I was told the box spring and mattress cover were free but only received a credit for the $1475 toward my new mattress. I should have been credited the full amount as the mattress sunk twice. I was told I could only receive the credit for the $1475 because he couldn't put the mattress cover and box springs in at no charge into the computer system it would allow him to do so. So the mattress was only put in for the $1475. I feel I should be credited the difference I had to pay as these items were supposed to be no charge but in fact I was charged. They should also be inspected for selling used mattress and box springs as that is very unsanitary. I also didn't pay for a used mattress I paid for a new one.

Business Response:

     This email is in response to the complaint filed by *.  It is unfortunate when any consumer has a defect in their mattress.  The warranty coverage offered by the mattress manufacturer does protect consumers like *** ****** from having to keep a defective product.  The model in question, made by the Simmons Bedding Co. is in their Beautyrest World Class collection.  The World Class collection is one of the flagship lines made by Simmons, and therefore the issue at hand is a rare occurrence.  All decisions concerning warranty claims are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.
     *** ******’s speculation that Metro Mattress sent her used goods is incorrect.  Metro Mattress records arrival dates from each manufacturer, and have verified that the merchandise sent to *** ****** was brand new.  Moreover, the report “stains” on the mattress were not identified by Metro Mattress.  We even went so far as to have these pieces inspected by members of the upper management team to ensure that a stained mattress was not sent out.  In both cases, we were unable to identify any stains or blemishes on the product.
     As a gesture of good faith to *** ******, Metro Mattress is willing to offer her $240.00 worth of in-store credit.  This credit can be used for pillows, linens, mattress protectors etc.
     If there are any further questions or concerns pertaining to this complaint, I can be reached during normal business hours at (315) 218-1235.
 
Respectfully,
*
Director of Service & Procurement
Metro Mattress
 

Consumer Response: Better Business Bureau:

I do not want a store credit, I will never purchase from this company again. I wanted a portion of it back, not a credit. As far as the stains go, metro mattress did agree that I was sent a 2 different beds with stains on them. The 2 young men that delivered my mattresses, both agreed there were stains on the mattress. I also took pictures that I emailed to the supervisor there. They were also shown to the store manager.

*




BBB's Final Determination: Consumer accepted resolution offered by the business.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a mattress on 11-04-10. FIVE DAYS LATER (11-09-10) I took pictures of a 1 ½” impression. On 11-24-10 the replacement mattress arrived. It was damaged. The stitching on the edge was unraveling; also there was a 2” section of mattress covering fabric which was not even connected to the edging. The THIRD mattress was delivered on 12-10-10. On 05-24-13 I took pictures of a 2” impression. (That time-frame is less than 2 ½ years. Warranty against defect is 10 years.) On 07-02-13 a Warranty Claim Request Form was submitted to Metro Mattress. On 09-09-13, I received a call from Mr. ****, Director of Services at Metro Mattress. He informed me my claim was denied because it did not meet the 1 ½” impression measurements necessary to warrant a defect. I told him I have pictures clearly showing a 2” impression. I e-mailed several pictures which met the requests for removing all bedding and fastening a string across the top of the mattress. I have received no further contact. While shopping for a new mattress, Metro Mattress employees boasted their A+ rating with the Better Business Bureau and their superior assistance with any warranty issue because of their direct contact and relationship with all of their mattress suppliers. Direct quotes written by Metro Mattress in response to other customers’ complaints to the Better Business Bureau are: “It would be much better for us to have this (grievance) resolved …” and, “Metro Mattress works hard to maintain our A+ rating by addressing our customer’s issues quickly and effectively.” I began my warranty claim on July 2, 2013. It has now been more than three months; I do not consider that “quickly.” I believe the aforementioned replies made by Metro Mattress clearly indicate their position on how to maintain their BBB rating. I am not placing responsibility on Metro Mattress for the THREE defective mattresses. Rather, if primarily filing a Warranty Claim Request Form is Metro Mattress’s idea of excellent assistance with a warranty claim toward replacement of a THIRD defective mattress, I am dissatisfied to the highest degree. I could have effortlessly done that myself. I assert Metro Mattress and its employees are guilty of over-promising and under-delivering. If I had done my due diligence ahead of purchasing such an expensive item, the chance of buying from Metro Mattress would have been nil. I congratulate those who read these complaints made by customers who endured such awful experiences prior to making a similar mistake. SHAME ON ME FOR NOT CHECKING WITH THE BETTER BUSINESS BUREAU BEFORE MAKING THE MISTAKE OF BUYING FROM METRO MATTRESS.

Desired Settlement: Follow-through assistance with Warranty Claim Request. Contact from Mr. **** ****. I await the emblematic response by Metro Mattress, “First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered.”

Business Response:

     This letter is in response to the complaint filed by ***** ******* (ID #*******).  The nature of this complaint pertains to the denial of her manufacturer’s warranty claim.

     In July of this year, Metro Mattress did arrange for the in-home assessment of Ms. ********* mattress.  The inspection was performed by a 3rd party company, and the results were then submitted to Metro Mattress.  Upon inspection, Ms. *******’s mattress was found to have a normal body impression in the center of the bed measuring 1”.  I have attached a copy of this inspection report to properly corroborate this information.

     As Ms. ******* so aptly pointed out on our behalf, the warranty on her mattress is furnished by the manufacturer.  The manufacturer is very specific in listing what should be expected of the performance in a new mattress.  I have also attached a copy of the Simmons Warranty to this response.  One specific bullet point found in the warranty offered by Simmons Mattress Co. is as follows:

“WHAT IS EXCLUDED UNDER THIS WARRANTY?

This warranty does not apply to and excludes:

·         Normal body impression(s) of 1 ½” or less”

 

     Upon speaking personally to Ms. *******, I did report to her that her mattress did not qualify to be classified as defective by the manufacturer.  Ms. ******* insisted that had photos to the contrary.  I did give Ms. ******* my email address so that she could send me more information.  To date, I have not received any photos from the consumer.

     It is regrettable that Ms. *******’s perception of the situation is as such.  Metro Mattress works our hardest to rectify the valid issues and complaints that our customers bring to our attention.  When you consider the tens-of-thousands of transactions Metro Mattress delivers every year, the handful of issues that are grieved through the Better Business Bureau is a miniscule percentage of our customer base.  Additionally, Metro Mattress is more often than not, able to address these customer needs and rectify the situation to a satisfactory level.

     The reality of Ms. *******’s claim is this: to date, there is no actual data to corroborate Ms. ******e’s claim of defect in her mattress, as is evident by the inspection data attached to this response.  Until such a time that data exists that shows the mattress exceeds the parameters specifically laid out by the manufacturer, Simmons does not find cause to replace Ms. *******’s mattress.  As was the case in my last conversation with Ms. *******, I still welcome any information she feels would help establish a defect.  And Metro Mattress is certainly willing to bring information to the manufacturer on Ms. *******’s behalf.

     If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at (315) 218-1235.

Respectfully,

**** ****

Director of Service & Procurement

Metro Mattress

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******2, and have determined that this does not resolve my complaint. 

11-04-10:  I bought a Simmons “Opulence Therapedic Backsense” mattress.  It was delivered on 11-06-10.  THREE DAYS LATER (11-09-10) I took pictures of a 1 ½” impression.  According to the warranty, the mattress was defective.

11-24-10:  The replacement Simmons Beautyrest “Sabine” mattress arrived.  The stitching on the edge was unraveling; also there was a 2” section of mattress covering which was not even sewn to the edging. According to the warranty, the mattress was defective.

12-10-10:  The THIRD mattress, a Simmons Beautyrest Classic “Leora” was delivered.  According to the warranty, the mattress is defective. The springs have failed to maintain support.  After months and months of poor sleep, waking with stiffness and soreness, and suffering with persistent head, neck and back aches I became conscious I was waking up ON TOP of two King size pillows as opposed to one on each side which I have done for years.  That was the only way to compensate for the lack of support.  Every time I changed position the pillows moved and I woke up because of the pain in my neck, head and back and needed to adjust the pillows.    It is no wonder I was not getting a good night sleep.

05-24-13:  I took pictures of a 2” impression.  The pictures do not reveal the SEVEN INCH trench measured when my bodyweight is on the mattress.  I weigh 120 pounds.  This happened slowly and not like the first mattress which had a 1 ½” impression after three days.  “Slowly” is a paltry word since this happened in less than 2 ½ years.  Doug, the salesman/manager at Metro Mattress strongly implied I would not have to worry about buying another mattress for at least 10 to 15 years.  The springs in my last mattress (which was 15 years old and less than half the price) never failed.  “They” do not make things the way “they” used to.  I wish I still had that mattress.

07-02-13:  I went to the Metro Mattress where I made this regrettable purchase.  I acquainted ****, the only employee who was working at that time, with an account of what I was experiencing including the relentless lack of sleep and persistent pain in my head, neck, and back.  I showed him my purchase documentation and 13 pictures.  He laughed when I showed him the pictures and said it was the worst defect he had ever seen and was unaware of any customer who had received more than one replacement mattress.  **** completed a Warranty Claim Request Form.  He faxed the form to the Warranty Claims Department to the Metro Mattress in Liverpool, NY.  He told me the forms go to *** ********* ****** in the Warranty Service Department and that I should expect to hear from her on 07-08-13.  (**** said it usually takes two days for Ms. ****** to make contact.  But, because of the 4th                  ’s name and phone number after the second defective mattress was delivered in 2010.  I had left messages for her back then, all of which went unanswered.)

The following is copied directly from the Metro Mattress Warranty Claim Request Form:  “Briefly describe the defect you are seeing in the mattress or box spring:”  Word for word, ****’s answer: “COMPROMISED INTERNAL INTEGRITY (FOX HOLE) FAILURE INTERNALLY TO MAINTAIN SUPPORT (BAD SPRINGS).”

I have kept a written account with details and descriptions of all contact relating to this unpleasant saga, including the sent and received calls on my phone.

07-09-13:  I called **** to tell him I had not yet heard from Ms. ******.  He said he would contact Ms. ****** to let her know I was still waiting to hear from her.

07-20-13:  I called again to say I had yet to receive any response from Ms. ******.  *** said he would call her again.

07-23-13:  I called again.  **** told me he had left her a message.  Nonetheless he would call her again.

07-24-13:  I called AGAIN.  I spoke for the first time with the new manager, ******.  I told him I was exhausted from the lack of sleep and from the never-ending pain in my neck, head and back.  He told me he had been familiarized about my situation by ****.  He said he would call Ms. ****** himself to inquire about the status of my claim.  The call lasted less than two minutes.  Less than five minutes later ****** called back.  I said, “Wow that was quick!”  I was excited because I thought I would soon be sleeping on a new mattress.  Then he said he had meant to call another customer and dialed my number by mistake.

07-26-13:  I called AGAIN.  ****** told me Ms. ****** had tried calling me but that I did not answer so she left me a message on my voicemail.  (I had to bite my tongue.)  I was given Ms. ******’s phone number and was told to contact her directly. I immediately called and left her a message with my contact information.  I have never had any contact from Ms. ******.  I have never heard her voice, nor have I ever received an e-mail from her.

07-26-13:  ***** from ******** ******* called me and we made an appointment for the home inspection on 07-29-13. 

07-29-13:  ***** (******** *******) performed the home inspection.  I questioned him why he kept taking pictures of the top of the mattress where I lay my head instead of the middle where it sinks?  He said the impression near the top was deeper than the one in the middle.  (My body weighs slightly more than my head [slight sarcasm].)  I asked if it looked like a warranty issue and he responded with an emphatic, “Oh, yeah.”  I sincerely wish I had looked at his photos and the measurement he would submit to Simmons before he left.  I signed the paperwork to affirm the inspection had been made.  I asked for a duplicate to add to my documentation.  He said copies were not given to the customer.  ***** informed me the customary time frame to receive an answer to my claim was two weeks. 

08-12-13 (two weeks):  I still had not received an answer to my claim.

08-31-13:  I went to the Metro Mattress store and personally spoke with ****** and ****.  After explaining my relentless misfortune with defective mattresses sold by Metro Mattress, ****** told me he could do nothing further to assist me toward getting a replacement.  The encounter was contentious.  He said Metro Mattress offers no support beyond the submission of a Warranty Claim Request Form and a request for a home inspection made by an “unbiased” third party.  I offered to show him the dozens and dozens of photos I had taken.  His response:  “Pictures can be deceiving” and he didn’t need to see them.  Once more I offered to show him the photos first-hand which can be zoomed in so he can witness the clearly observable 2” impression.  Once more he said he didn’t need to see them plus it would not make a difference in assisting my claim.  I told him I would be happy to tell any potential shopper about my dilemma and show them my documentation and pictures.  He told me he would call the police and have me escorted away.    He became anxious and said if I did deter any sales I would be taking money out of his pocket because his income greatly depends on his commissions; that if he lost his income he would lose his home and have nowhere to live.  I told him he is welcome to stay at my home and sleep on my mattress.  After a long and unpleasant encounter, ****** said he would call someone above Ms. ******’s authority on 09-03-13 (not earlier because of Labor Day) and then call me with the response.

I was appalled and entirely offended by the implication that I had in any way used trickery in my photos.  The pictures were not taken with one iota of deception.  They are taken on a 3.2 megapixel camera.  And, I followed ****’s directions for taking an accurate and acceptable picture:  I stripped the bed and securely fastened string across the top so there is a taut horizontal line.  I placed a ruler upright touching the string.  The pictures CLEARLY show a 2” impression.  I also positioned a toilet paper roll under the string.  The roll measured 2” which was also plainly shown.  It would take very little pressure to squash a toilet paper roll.  The pictures include close-ups of the ruler and toilet paper roll in addition to pictures showing the entire bed and ruler so there is no way to infer any pressure was applied to the top of the ruler.

09-03-13:  I waited all day for a phone call from Justin.  Finally, I called at 7:51 pm and spoke with ****** for 54 minutes.  His retorts were entirely in defense of Metro Mattress and their excellence in the realms of customer service and superior quality inventory.  Countless times he told me, “I can understand your frustration.”  (The word “frustration” has been used so many times by Metro Mattress staff I believe it is written in the employee manual.)  Finally, 15 minutes before the store closed, he told me he would see what he could do to further assist me in receiving a replacement mattress.  Because phone calls had been promised to me many times in the past and were not made, I insisted he call me himself to let me know if or whom he called.

09-06-13:  ****** called to let me know he spoke with Mr. **** ****, Director of Service & Procurement at the Metro Mattress in Liverpool, NY.  I thanked ****** given that he did call me as I had requested.  He told me Mr. **** and Metro Mattress had tried calling me many times to no avail.  (I had to bite my tongue a second time.)  He gave me Mr. ****’s direct line.  I called Mr. **** and left a message on his voicemail including my contact information.

09-09-13:  I received a call from Mr. ****.  He informed me my claim was denied because it did not meet the 1 ½” impression measurements necessary to warrant a defect.  I said it was the first time I had been told my warranty claim had been denied.  That was six weeks after the home inspection as opposed to the customary two weeks.  Mr. **** declared Ms. ****** had tried to call me several times and left me voicemail.  I did not bite my tongue that time.  I told Mr. **** that it was impossible because my phone does not accept voicemail messages. But, my phone does have caller id.  I would have immediately and without a doubt answered or returned any call received from a 315 area code.  And, there is nothing wrong with my e-mail account.    I attempted to explain my problem.  I said this third mattress developed a defect in less than 2 ½ years.  He responded, “three years.”  [2 ½ years, Mr. ****…simple math:  12-10-13 to 05-24-13.]   He told me I had purchased a quality Beautyrest mattress from the “Simmons’ flagship line” which has been in production for more than 100 years.  He said the ******** *******l report stated there is a 1” impression.  I said there is a 2” impression.  He said, “You are going to see natural wear.”  I said I sink 7 inches when I am lying down.  He said, “This is uncharacteristic.   People don’t have issues like that.”  I  told him I put three  ¾ ” x 2 ½”  wooden planks from head to toe on top of the box spring, but it made no difference because there is nothing wrong with the  foundation.  He mumbled something about that affecting the warranty.  I told him I want another inspection.  He said there is a 90 day “grace period” between inspections. (“GRACE” period???  Why, so the mattress becomes worse in the meantime and prolongs my suffering?)  I told him I have dozens and dozens of pictures starting from 05-24-13 which clearly show a 2” impression.  He gave me his e-mail address and told me I can send 3 or 4 pictures with the clearest evidence.  He was rude, abrupt, and interrupted me several times. I felt as if I were an irritant.  The phone call lasted 10 minutes.

An hour later I sent Mr. **** an e-mail with 12 very clear pictures attached. 

Since 05-24-13

o   I have slept on the couch for one month.  That was horrible.

o   I put boards on the box spring.  That did not help.

o   I placed a 2” natural latex foam mattress on top of the mattress.  That made no difference.

o   I took the planks which were on top of the box spring and put them ON TOP OF THE MATTRESS using 2 blankets to fill in the “foxhole”.  That was unbearable.  In fact, I have enjoyed far superior comfort camping on the ground.

I HAVE EXCEEDED MY TOLERANCE. 

It has now been longer than three months since the Warranty Claim Request Form was submitted and longer than one month since I sent Mr. **** the e-mail with pictures unmistakably showing a 2” impression (visibly indicated since 05-24-13.)

10-04-13:  I filed a complaint with the Better Business Bureau (BBB) against Metro Mattress.

10-14-13:  I received the response from Mr. **** via the BBB.  It does not include the report from the “3rd party company” or a “copy of the Simmons Warranty to this response” as stated. 

Mr. **** wrote, “To date, I have not received any photos from the consumer.”  I can RESEND the e-mail to Mr. **** which proves one was sent on 09-09-13 with 12 pictures CLEARLY showing the 2” impression.  In fact, I now have even more powerful pictures.

Mr. **** stated in his response, “Metro Mattress works our hardest to rectify the valid issues and complaints that our customers bring to our attention.”  My claim is not valid???

Mr. **** stated in his response, “When you consider the tens-of-thousands of transactions Metro Mattress delivers every year…”  I should play the lottery.  As a consumer I expect a reputable establishment would deem customer satisfaction a high priority.  I believe it behooves a mattress company to take concern regarding a customer who has been given three defective mattresses.  I am interested to know the percentage of Metro Mattress employees who have purchased a defective mattress from their employer, and subsequently how long it takes or how many hoops they must jump through until they receive an acceptable replacement?

Mr. ****’s response implies he had spoken to me more than once.  We have only had one conversation which lasted a meager 10 minutes.

10-15-13:  I was repulsed after I received the response from Metro Mattress (via the BBB).

I exchanged the defective mattress (and the box spring) from my bedroom with the mattress and box spring in my guestroom.  I am embarrassed because I did not think to make the switch much, much sooner.  Now because I switched mattresses I have enjoyed restful sleep which I did not have in nearly one year…it was NOT attained by sleeping on the Beautyrest Leora by Simmons purchased from Metro Mattress.

Metro Mattress made their sale.  I wasted a lot of money. 

I will not attempt to convey my feelings after being continually rebuffed by Metro Mattress and its employees; being told there is nothing  Metro Mattress can do to further assist with my warranty claim; that my pictures were inadequate, unhelpful and possibly deceiving;  that I was being a hostile customer; that I was not welcome back in the store for fear I would make a scene in front of other customers; and listening to comments which can hardly be mistaken as none other than my exaggeration and delusions because it was impossible for one customer to have received three defective mattresses.

I anticipate another disappointing response from Mr. **** on behalf of Metro Mattress.

 

***** *******

 

 

Business Response:

In response to Ms. *******’s rebuttal, I will keep my response brief as the root of the problem is simple.  As I stated in my previous response:
 
“The reality of Ms. *******’s claim is this: to date, there is no actual data to corroborate Ms. *******’s claim of defect in her mattress, as is evident by the inspection data attached to this response.  Until such a time that data exists that shows the mattress exceeds the parameters specifically laid out by the manufacturer, Simmons does not find cause to replace Ms. *******’s mattress.  As was the case in my last conversation with Ms. *******, I still welcome any information she feels would help establish a defect.  And Metro Mattress is certainly willing to bring information to the manufacturer on Ms. *******’s behalf.”
 
I did not receive an email with more photos from Ms. *******.  I do not dispute the fact that she states they were sent, but for whatever reason, I did not receive them.  She should be instructed to send them to service@metromattress.com.  I will confirm receipt of them once they arrive.
     Metro Mattress does not offer Ms. *******’s warranty.  All Metro Mattress can do is facilitate the claim on her behalf.  If Ms. ******* feels that Metro Mattress has not “championed her cause” to her liking, she can certainly feel free to contact the manufacturer directly.  Their contact information can be found on the Simmons Warranty card I included with my last response.
 
Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress
 

Consumer Response:

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 am e-mailing to Mr. **** pictures I took on 10-16-13 when I switched the Simmons mattress and foundation for the 18 year old set which was in my guest bedroom in addition to resending the original e-mail with pictures sent on 09-09-13. The newer pictures are a perfect depiction of the defective mattress.

On 09-09-13, I asked Mr. **** for a second “unbiased third party” inspection and never received a response to that request.

In response to Mr. ****’s comment, “All Metro Mattress can do is facilitate the claim on her behalf.  If Ms. ******* feels that Metro Mattress has not “championed her cause” to her liking, she can certainly feel free to contact the manufacturer directly”, I DID.

On 10-04-13, I sent Simmons a Warranty Claim Form via their website.  I answered all required information including my name, address, e-mail, phone number, mattress brand and model, Law Tag information, year purchased, and dealer.  I also included the Serial Number of the defective mattress.  I did not receive an answer so I sent a SECOND form on 11-01-13 asking when I would get a reply.

On 11-04-13, I called Simmons.  I spoke with “Esella” at Simmons’ Warranty Department.  I asked how long it usually takes to get a response and she replied my Warranty Inquiry Form(s) could not be found.  ???  I explained my reason for calling.  I was told the Simmons’ Warranty Department only deals with claims directly if (a) the dealer is no longer in business, (b) the dealer does not carry the Simmons’ brand any longer, or (c) the dealer is out of the service area.  Esella stated since my problem did not meet any of those criteria the only thing she could do is send a message to a Simmons’ Representative and they would either contact Metro Mattress or me.  I requested she include in her message that I prefer to be contacted directly.  She said she couldn’t guarantee who the representative would contact.  I pleaded with her to include it in her message.  She countered with the (a), (b), or (c).  I asked her A THIRD TIME to include my request for direct contact by the Simmons’ Representative.  Again, (a), (b), or (c.)  Another brick wall.

So, Simmons is passing the buck back to Metro Mattress.

Regards,

***** *******




 

Business Response:

I did receive the photos from Ms. ******* via email on 11/25.  The confirmation that I sent back to Ms. ******* that same day read as follows:
 
Ms. *******,

This email is confirmation of my receipt of these photos.  As I stated previously, for whatever reason, I did not receive them when they were sent originally.  I am compiling all of your account information to be submitted to Simmons today for review.  Due to the nature of your claim, I am asking Simmons to take a more "hands-on" approach so that you have complete record of their findings.

Respectfully,
**** ****
Director of Service & Procurement
 
I am waiting for the formal response from Simmons on this claim.  No one is “passing the buck”
 
Respectfully,
**** ****
Director of Service & Procurement
 

Business Response:

     Attached to this response is a copy of the letter mailed to Ms. ******* directly from the manufacturer, Simmons Bedding Company.  As previously stated, all warranty coverage is offered by the manufacturer.  Metro Mattress does not have any authority over this outcome.  Metro Mattress has fulfilled our obligation to the consumer concerning the filing of her warranty claim.  All further correspondence concerning this claim should be made directly between Ms. ******* and the manufacturer.  The letter does offer specific contact information for Simmons.
     If there are any further questions pertaining to this account, I can be reached during normal business hours at (315) 218-1235.
 
Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress
 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Complaint: On Sunday, September 22, 2013, I went shopping for a mattress. My first stop was at Metro mattress. I explained to them I was shopping for a good mattress because my current mattress was giving me trouble with my back. I also explained that I was not going to spend over $1,000.00 as I had a limit. They told me I came to the right place and took me to the back of the store. The mattresses there were really cheap. I did not like most of them. They tried to sell me a Simmons and other really cheap ones. I could actually feel the coils on one and it sunk. I told them I needed something firmer than that. They then showed me the Beauty rest which was about $1, 350.00. I told them I was not willing to spend that much on a mattress. I was told to lie on the bed to see if I liked it. I was also given a pillow. I did however, liked the floor sample beauty rest mattress. It was firm but not hard. I still wasn’t budging because the bed was too pricey. The representative **** started to get frustrated and sarcastic with me. I was then ready to leave because of the attitude I was receiving. He summoned ***** over and said to her she wants to buy a mattress but thinks she is going to get a better one or deal somewhere else. I told him that I could get a better deal at Ashley furniture for $699.00 and showed them both the ad which was in Sunday’s paper. They went on to say that department stores like that don’t know anything about mattresses and that I would be better off getting one here. They did a coil presentation to convince me to buy the mattress. **** then called his manager to work out a deal. He came back with a price of $730.00 stating it was lowered because I did not need the box spring +$19.99 for removal of one complete set, for a total of $809.99. They both ensured me that I would be very happy with my purchase and could finally get the sleep I needed. The mattress was delivered on the Wednesday, September 25th. The first night I slept on the mattress it was awful it was terribly hard. It was stiff. I got no rest. I called and told them I was not happy with the mattress. **** said I told you it was firm. This mattress was extremely firm, Hard. My response was this mattress feels nothing like the one in the store. He told me to try it out for a couple of days. I did that. I was then told I had to buy their mattress cover if I was thinking about exchanging the mattress. I went to the store on Friday, September 27th to purchase the mattress cover. At this time, the bed was still very uncomfortable so I stopped sleeping in it for a couple of days until I could afford to buy a mattress topper. On Saturday, October 5th, I went back to the store as I was still within the grace period and told them I need to exchange the mattress. I was told by a gentleman, who said he was the store manager that I would have to pay an exchange fee of $100.00. I then said this wasn’t explained to me during the time I purchased the mattress. I know for sure if they had, I would have bought the mattress. Each time I went back to that store, it cost me money or I was given a new story or policy stipulation which wasn’t explained during the initial purchase. I went on to let them know that I could not sleep in that hard bed. It was so uncomfortable. I wake up aching every morning. They didn’t care and show lack of concern. They came up with a bright idea to allow me to buy a dirty used mattress topper for half price at a cost of $250.00 plus tax. I said that was unacceptable. They then had me try out a pillow top mattress which I liked. I was told I would have to pay the price difference which would be between $300 - $400.00. I told them I could not afford that. Bottom line they said it was nothing they could do for me unless I was willing to spend the extra money to get what I wanted. I was so disgusted and hurt, I walked out a very unhappy customer and sat in my car and cried. One of the many reasons I write this letter is because my boss noticed how tired and unproductive I’ve been over the past couple of weeks. I explained my situation with the new mattress and the fact that I am having trouble sleeping in it. My boss, co-workers and family are appalled that I was mistreated and ignored by this company and insisted I file a report immediately to rectify the situation.

Desired Settlement: I would like them to pick-up their mattress and credit my account in full. I’m very unhappy with the mattress, their service and lack of willingness to work this matter out. I'm also afraid of ever going back into that store.

Business Response:

     This email is in response to the complaint filed by Ms. ******* ***** (ID #*******).  The nature of Ms. *****’ complaint pertains to a comfort issue with the mattress she purchased.
     Metro Mattress can certainly understand the household budget, and we strive to offer our consumers the best possible values in bedding in the marketplace.  As Ms. ***** reported, Metro mattress was able to get her mattress discounted to best fit her budget.  A mattress that we sell for $1,249.99 was reduced to $730 with internal and manufacturer rebates.  The mattress selected by Ms. ***** is a firm model, with a very tight quilt for those customers that prefer a harder feel.
     It is a rare occurrence, but on occasion, some customers find that the selection they made turns out to be wrong for their level of comfort.  That is why several years ago, Metro Mattress instituted a Comfort Exchange Program.  Due to the nature of the program, there are some fees and pricing parameters that are required in order for a customer to re-select.  The complete policy was furnished to Ms. ***** at the time of purchase.  Ms. ***** was in possession of said policy for 3 days prior to accepting delivery.  This is viewed as a reasonable amount of time to review the one page document, and inquire or cancel the sale before taking possession of the merchandise.
     Based on the account history, it appears that the local store was trying to get as creative as possible to help Ms. ***** find an option that might work for her.  We disagree with her assessment that there was any lack of service or willingness to help.  And by no means is there any proof that Metro Mattress attacked Ms. ***** in a way that would create a “fear of returning to a store”.  As previously stated, Metro Mattress understands the limitations of budget.
     In light of the grievance at hand, Metro Mattress would be more than happy to refund Ms. ***** the price of the mattress protector she purchased as it was intended to allow her to exercise a comfort exchange, which ultimately did not happen.  Also, Ms. ***** can feel free to keep the protector as a gift from Metro Mattress.  The credit has been processed, and Ms. ***** can simply contact Metro Mattress with her credit card number to process the refund.
     The “silver lining” of the issue befalling Ms. *****’ account is that you can’t make a mattress harder, but you can always soften the comfort of a mattress without detracting from the support the mattress will offer.  There is a wide array of products in the marketplace that can be used with a mattress to alter its comfort.  Ranging from a $20 or $30 piece of corrugated foam to the higher priced latex, or feather toppers, Ms. ***** has no lack of options to make her mattress feel softer.  Hopefully, by refunding the $79.99 (plus tax) from the mattress protector, this will help her afford the solution to her problem without the expense of the Comfort Exchange program.
     If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.
 
Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress
 

Consumer Response:

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.

Just to clarify, there are too many inconsistencies.  The mattress was not discounted.  I was told since I did not need the box spring the price would go down because it included the cost of the box spring. Again, the firm stiff model I received is the wrong comfort level for me.  I clearly expressed this to you.  Although the policy was provided to me, I could not make a decision on the comfort level of the mattress for the three days as I did not have it in my possession. 

The local store was not by any means being creative.  They were being inconsiderate as they knew I did not have the money to purchase another mattress costing over $1,000.  So they suggested an option of a used mattress pad of $250.00 of which I could not afford.  Therefore, I disagree with the assessment as **** was not there to witness any of this transaction. Again, I will never return to this store for your lack of willingness to help me and lack of professionalism and clearly in your response you are still taking jabs at me.  Every time I see a commercial I cringe.    I’m stuck with a mattress I can’t use or sell.  I’m out of $1,018.99 (Bed $809.99 mattress cover $89.00 mattress topper $109.00).  How can this possibly seem fair when I wake up with back aches and a sore stiff body?  This just isn’t fair!  I went to your store with the hopes of buying a new mattress and resolving my lack of sleeping and back aches which you assured me you could help find a mattress to rectify my situation.  But, what I got was more health problems and back aches from this Great mattress store called Metro Mattress.  The “silver lining” is you should have worked with me to exchange the mattress or rectify the situation and a $20.00 piece of corrugated foam isn’t going to rectify it either.  The “silver lining” is that the same mattress you sold me came in a softer version, it could have been offered to me for what I paid but the manager behind the desk, the woman with the long black hair flat out refused.  Why because it would costs more money.  How could that be?  Yes the “silver lining” would have been for you to show “A Good measure of Faith” and work with me. I refuse your inconsiderate offer.

Regards,

******* *****

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As part of what is retrospect was a very well-orchestrated high pressure sales pitch, the "manager" of the new Latham store told us that we didn't need to take a day or two to think over this big purchase... because their "comfort exchange" policy covered us for 30 days... we'd pay a $99 penalty for pick-up of the old and delivery of the new, plus the difference between the prices on the beds (the one we were trading in vs the one we wanted). That seemed understandable, and fair. But in reality, it's NOT the difference between the "posted" prices of the bed we bought (which feels NOTHING like the similarly marked bed in the showroom) and the next-less-firm version of exactly the same bedding line that we were asked to pay. Metro Mattress-style extortion is that the "comfort exchange" policy is actually written in tiny print somewhere - the customer should NOT believe what they're told (I've since seen that issue mentioned SEVERAL times in Metro Mattress reviews) - the price you actually pay is $99 plus whatever they think you should pay for the new bed vs the unsatisfactory bed. No rhyme, no reason, certainly no math that anyone can calculate: "Here's your new number, Sucker. Take it or leave it. We don't want to get stuck with the brand new bed you just bought that doesn't feel like the one in the showroom. Pay up, or pound sand; we don't care which you choose." I

Desired Settlement: Any settlement would mean we have to continue dealing with these people - and that thought is abhorrent to me. These people are dishonest and unethical. We will likely donate this particular bed to charity and buy from a reputable dealer. Others may not be so lucky, and will turn to you for advice and or protection.

Consumer Response:

RE:  Metro Mattress

Since I would vastly prefer to have no more business dealings with Metro Mattress, I would settle for an apology for dishonest and unfair business practices.  They should be ashamed.

Thank you!

*** ******

Business Response:

     This email is in response to the complaint filed by *** ****** (ID #*******).  The nature of the complaint pertains to the Comfort Exchange Policy offered by Metro Mattress.  Unfortunately, Ms. ****** did not offer the entire chain of events in her complaint.  Ms. ******’s accusation of the pricing involved with a Comfort Exchange is inaccurate.  The policy, which is given to all customers in writing on their receipt, is extremely clear.  The policy states the following:
 
“…The Customer will pay the difference between the original purchase price and the full list price of the newly selected sleep set (which can be found on the official Metro Mattress Price Tag located on the display model in the store of original purchase).  Promotions, Sale Prices, Discounts or other rebates will not apply in calculating the price of the Customer’s new bedding selection.  In addition to the price difference, there will be a mandatory service & handling charge of $99.99 for all mattress sets exchanged under these terms…”
 
     Ms. ****** paid $1,285.21 (discounted from $2,399.99) for her sleep set due to discounts on both mattress and foundation.  The new model that Ms. ****** wants to switch to retails for $2,499.99.  According to the terms of the Comfort Exchange Program, Ms. ****** would pay the difference between $2,499.99 and what she paid for the current set, plus the $99.99 comfort exchange fee.  That would be $1,214.78 plus $99.99 for a total of $1,314.77 (plus tax).  This policy is quite clear, and Ms. ****** was in possession of the policy for several days before taking delivery, certainly allowing a reasonable amount of time for the review of said terms.
     Metro Mattress is not an unreasonable company.  As is evident by the small number of complaints we receive compared to the tens of thousands of deliveries we make each year.  We pride ourselves on the high level of customer service that we offer our consumers, which is what earned our A+ rating with the Better Business Bureau.
     What Ms. ****** failed to include in her complaint is that Metro Mattress is willing, and has offered to, make a significant exception on her behalf.  Having listened to Ms. ******’s issue, Metro Mattress was able to discount the new model upcharge with internal and/or vendor discounts from $1,214.78 down to $305.00.  Additionally, we offered to waive the $99.99 Comfort Exchange fee.  This offer allows Ms. ****** to pay less that 25% of the fee that would normally be changed.
     We take umbrage with Ms. ******’s accusation of dishonesty and unfair business practices.  Metro Mattress made an exception for her as a gesture of good faith and good customer service.  I did personally explain these options to Ms. ****** via telephone last week.
     This offer does still stand, as long as the exchange is performed by November 13th, as that is what New York State law dictates.  After that date, Metro Mattress cannot legally perform a comfort exchange.
     If you have any further questions pertaining to this account, please feel free to reach me during normal business hours at ###-###-####.
 
Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress

Consumer Response:

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. 

Whether or not the Director of "Service" [...] takes umbrage with my "accusation of dishonesty and unfair business practices" is irrelevant. [What a canned response!! The template is probably saved in WORD so he can respond with measured tones.] The last thing any reasonable man/woman/child would do upon purchasing mattress set they found comfortable in the showroom and hope to love for the next 20 years, is to run home and read the old proverbial fine print.  The scenario of return/exchange per policy he outlines in the response is absolutely NOT what was communicated to us at the time of the high pressure sales pitch.  As the Director's response indicates, the bed set we purchased "retailed" at $2,399.... the set we desired to change to "retailed" at $2,499. That's a $100 difference plus the agreed upon $99 return/delivery/exchange fee. $199 should be "the difference, including the full fee."  Forget his voodoo math and fast-talking shell game.... our experience has clearly been that MetroMattress staff is either dishonest or grossly negligent, and the business practices (as clearly explained to me by the Director) of the organization are at best "unfair."   I'm done.  This organization is not worth my time, and is certainly not worth your BBB rating.

I am not alone in this accusation, despite the protests of the Director.  Google Metro Mattress and see what you get:  litanies of complaints.  I've never filed one before, I hope never to again, but this company's operations do discredit to its BBB rating.  Add this to the long list of complaints against Metro Mattress. 

Thank you for your efforts to resolve this matter. 

 Regards,

*** ******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/1/2013 Guarantee/Warranty Issues
9/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 8, 2013 To: Metro Mattress Re: Warranty Claim I am a Breast Cancer survivor and through treatment have developed constant hot flashed and osteoarthritis in my lumbar spine due to chemo. We purchased a Latex mattress in 2009 after a long discussion that the mattress would cool me and the firmness would help my back. It didn’t really cool me and my back problems continued, however it isn’t the mattress’ fault. Through the years there has grown an indentation on my husbands side. Finally after trying to deal with it we filed a warranty claim, which was founded. It took a very long time for responses. I received a call from the original store in Utica where I purchased the mattress and was verbally told we could exchange our all latex mattress for a Simmons Ruby Bay pillow top or receive $1259.99 for an upgrade. This was our second purchase from Metro Mattress. We never received anything in writing to bring to the store. On July 27th before we went to the store I looked on Metro Mattress’ website to try and see the Ruby Bay. I noted that there was a sale going on with a headline of “buy any size mattress for the same price”. That sounded great as perhaps we would want to upgrade. I did a lot of research before we went to the store. I noticed that in their add they highlighted the Icomfort Directions dual comfort mattress. We went to the store in Dewitt yesterday to try out the Ruby Bay. The rep that approached us when we walked in was ******. It is not a latex or foam mattress. Nice mattress, however very different feel and much softer than our original. We were very interested in the Icomfort Directions and thought we would be able to get the queen at the twin price because of the add. We were told that the pricing was only for a few mattresses and we all looked at the add together. It still did not make sense to me, but they seemed offended that I read the add wrong. It was embarrassing. Since the Icomfort was not even close to our warranty match price we looked further and tried more mattresses. ****** did offer to throw in a high end cooling pillow and a dri tech mattress cover. My husband also was a bit skeptical about a memory foam and really loves pillow tops. But he did say “get what you want”. After 1 hour we said that we needed to discuss among ourselves as this is a huge decision. We bounced back and forth between pillow top and memory foam. The sales person with almost tears in her eyes said that we needed to purchase now or she would lose the sale. She also cried about a divorce and expenses. We went with it and in the end bought way up in pricing and what we thought were superior products which was a Simmons Black Brooklyn. Of course the Brooklyn was on an adjustable frame, which my husband loved. She said it normally goes for $1550 but she could give us it for $700. Our total purchase price was over $2500 which included our credit of $1259.99 so would have been more than $3700! We just really needed to get out of there. My husband filled out the paperwork for the 1 year no interest financing. Once we returned home we did the math and it did not add up. We also noted that ******* and ******** had the exact same mattress (Simmons Brooklyn) for $900 less. We called to ask about this and a manager **** told us that this is impossible because the mattress manufacturer (Simmons) is price controlled and ******* would not honor the warranty at that price. We talked extensively with ******* and were assured that is not the case. **** could not have been ruder to me and repeatedly said that I wasn't willing to listen to his explanation. The math is black and white. They also said that because our purchase was a warranty claim they could not honor price matching, really??!! $900. **** said he was going to call his Simmons rep to complain. He ended the conversation saying that we obviously we not going to listen to him and did not want to do business with them. (Side bar-I had a similar experience with **** a few months ago in person when I was looking for a guest room mattress, he was very rude then as well). We called and cancelled the order, however they said I needed to go in with my AMEX for the credit. We still have the $1259.99 in credit so I went back to the drawing board and looked at the comforpedic. The sales people there seemed nice (**** and ***) and they were both aware of our situation (is there no privacy). While I was laying on the comfordedic and getting up to go back to desk to talk with them them the rep that I dealt with said that he looked at ********* price for the balanced days comforpedic which was $1774 and he would honor that and our total would be $1715 (which included the ergomotion 400 adjustable frame and our credit). Quickly I did the math and remembered that our original sales person a few days ago said the ergomotion was $1550. This sounded good, but I needed to think more and talk to my husband. He said to just call him and let him know and he would write it up. I did go visit ******* and ******** and they were so knowledgeable and nice. I was full disclosure on my situation. I spent and hour with a rep there and he was amazing. He did not try to sell me anything, just full of good honest knowledge. I also did some online research and it looks like everyone is selling the Simmons Balanced Days for $1774. Unfortunately I did not look at the price of the same mattress in Metro. So I called to make the deal on August 2nd. **** said to give me our credit card number so we could get our delivery in for Tuesday the 6th. He then said to come in on Monday the 5th and he would void the credit card and put the sale back into financing. When I arrived on the 5th **** reviewed the sale with me. I mentioned the ******* and ******** price match and he told me that we would be paying for Simmons Comforpedic Balanced Days $1849.99 for the mattress and box spring (others $1774 w/o box) and Ergomotion 400 Adjustable Bed Frame$1125.00 (others $999-$1099). He said the Ergomotion 400 regularly sells for $1600 which is yet $50 more than ******’s quote. We do not need the box spring however. Total of $2974.99 minus our credit of $1259.99=$1715f or a total of $1850.20, tax included. I brought in the GE Card that we received in the mail on Saturday the 3rd. **** said that my husband had to come in to sign the paperwork. He also said at that time he would credit our American Express that Steve would have with him. My husband stopped in after work and **** said one you sign this you are all set. **** asked him if I was a co-applicant on the account because my name was on it as well and he said no. I did not want to reapply as I was worried about our credit score that is stellar and I would like to keep it that way. I still have a very horrible feeling about all this as the customer service is very confusing and some can be rude. **** was mostly nice however I felt that again I was being a bit taken with the discrepancy in pricing. My husband did mention that ****** approached him when he walked in the door, but when she saw him she snarled at him and turned her back on him and walked away. This is so unprofessional. Currently metro is running a “sale” where you get a mattress, foundation, frame, 2 pillows and pillow covers. So, since way back on the original potential sale ****** offered to throw in the upgraded pillow and mattress cover I asked **** if he would throw in mattress cover and he said he could not. Original rep (******) also told us that if we do not buy the mattress cover from them that the warranty would be void. **** said as long as there are no stains on the mattress the warranty would be valid. The mattress cover at their store is ~$140.00. Amazon and many other retailers sell the same one for $100.00 (Dri-Tech). Why do new customers have available to them offers of free items and returning customers do not? It would make sense to me as customer service to somehow reward returning customers. This is our 4th Metro Mattress purchase in 15 years! I did not have time to ask about the price match as I had other commitments. However this morning (Tuesday the 6th) I woke up thinking about it and it is not the pricing that bothers me, it is the principle. Much like robbing Peter to pay Paul, however not explained in the original sales. Why not just be upfront. It is now a $100 dollar difference than what I could purchase w/o metro, as the frame would be $1100 and the mattress would be $1774. The mattress and frame were delivered on schedule Tuesday the 6th. The delivery crew were amazingly professional, helpful and knowledgeable. The sales reps could truly learn something from them. Last evening (7th) I checked my AM EX statement online and there was no credit yet. I called the Dewitt store. It was **** on the phone. I did not want to talk with him, however I wanted to find out what the status was. He said he needed to look into it with accounting. I am a school nurse and needed to attend to some patients so I told him I would call him back. After a few hours I called and he was with another customer. I asked the young lady that answered the phone if I could have a number of someone in accounting and she said she was not able to give that number out to the public. This did not sit well with me. Finally I was able to speak with **** again and he said that the credit/void was not put through. Once again I had to give my credit card number over the phone as he repeated it in the store in public. I asked about the GE credit issue and why my name was on it and he said he really was not sure about that. In closing. My family previously owned a 140 year old retail business in Syracuse. I had opportunity to work in the business and we never had such confusing unprofessional rude service to our customers. It is appalling to me that a family owned or any other company could treat customers as we were treated.

Desired Settlement: Most importantly metro mattress to change it's customer service to be honest and not confuse the consumer. We were originally promised a mattress cover and pillow per above complaint and then because we changed our purchase they said they could not honor it. Their weekly ad is only for new customers which is very confusing as we have now purchased 4 mattress' from them. It is not necessarily about money or free items but about honesty and good business practice as are seen in many other local companies in the greater Syracuse area. Their delivery team was so professional and the customer service staff was so unprofessional.

Business Response:

 
     This email is in response to the claim filed by Ms. **** ******* (ID #*******).  The nature of the complaint concerns a warranty issue with Ms. ********* mattress.
     First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.  It is also very important to point out that under the terms of the manufacturer’s warranty; consumers are not given the option to upgrade their purchase.  The manufacturer’s obligation is solely to replace defective product with a similar quality product.
     As a gesture of good faith, Metro Mattress allows customer’s with a manufacturer approved warranty claim, to explore other model options instead of being stuck with whatever replacement model is authorized by the Manufacturer.  Ms. ******* spent many hours in our store, looking at product to make an upgrade on her purchase.  With all due respect to Ms. *******, I believe some of the “confusion” she is complaining about was due to her insistence on trying to compare all the products she was looking at to online retailers.  Upon interview of the associates involved, and the corroboration from a Regional Manager who was actually present for much of this transaction, it would seem that the team at Metro Mattress was doing their best to try and keep the presentation of goods as straight forward as possible.  Metro Mattress’ advertising and pricing is very specific, and posted throughout the store.  Ms. *******’s confusion concerning advertised specials was compounded by her trying to compare them to what she felt were similar goods online.  However, it is not possible to make these comparisons when looking at product from retailers like Amazon.com, etc., with no way to compare the actual product and guarantees involved.
     Ms. ******* had a warranty claim approved from the manufacturer, and the transaction needed to happen through Metro Mattress.  Our intent was to try and aide Ms. ******* in the selection of a new bed, which was her choice and preference.  We are sorry to hear that she feels the experience was not a positive one, but we stand behind the high level of customer service that has made Metro Mattress one of the premier mattress retailers in our industry for nearly 40 years.
     If there are any further questions or concerns pertaining to this account, feel free to reach me during normal business hours at ###-###-####.
 
Respectfully,
**** *. ****, **.
Director of Service & Procurement
Metro Mattress

Consumer Response:

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.

I emailed Metro Mattress on the same date with the same exact complaint filed with the BBB.  The email was sent to ********* *****-Customer Service Department.  I asked for a response by the end of business on 8/12.  We did not receive anything back from them.  The only correspondence that we received back was through the BBB.  I also called Simmons to ask if we could have our warranty purchase at another retailer and they said they would have the rep call me.  I have not heard from anyone.

I did not include this discussion between my husband and myself in original complaint……It was such a horrible experience for us that my husband said to leave the money on the table and we will shop elsewhere.  This again is not about money, however about a company that persists to say they have a high level of customer service.   We did not leave the money on the table and are very satisfied with the products that we purchased.  However very disappointed that the Dri Tec mattress cover and Dr Scholls pillow were no longer offered to us since we did not purchase what they wanted us to.  This is about the means of getting to the purchase and sometimes the outright rudeness of some of the sales people at Metro Mattress.   At one point ****** walked over to the front desk of the store and put a piece of paper up next to her left cheek as if to shield what she was saying to other staff members.  My husband and I looked at each other in horror as she told us to that we could not leave till the sale was complete.

Mr **** does not address the nature of our complaint which is titled  “customer service issues” It seems that Mr ****’s main focus of his response to my complaint was to online retailers and what he considers comparisons to a product that cannot be verified.  He writes “I believe some of the “confusion” she is complaining about was due to her insistence on trying to compare ALL the products she was looking at to online retailers.”  This is very offensive to both of us.  We are big BUY LOCAL folks.  Our complaint is with the lack of professionalism of the sales associates at Metro Mattress including now customer service.  As noted he did not respond to our shout out to the delivery staff who could not have been more professional. 


I went personally to ******, *** **** and ****** and ********* in Fairmount (this was convenient for me at the time as they are all located in the same plaza) to look for the same Dri Tec cover. I actually had a great conversation with a manager at *** **** and ****** about the trend of foam mattresses and need for a cover instead of a “pad”.  The only options that seemed close were those made for bed bugs. 


The comparison I made while in the store was the Dri-Tec mattress cover.  We were originally offered that cover at no charge (yes with approval of the Regional Manager).  Then when it was taken off the table I looked it up on my phone with a google search to see how much it may be and Amazon came up.  I mentioned this to ****** and she said that she never shops on Amazon for anything.  She said “shopping is her workout” and “never shops at Amazon.”  


Here is the link to Amazon.  The product is being sold by the manufacturer.  On the last day I was in to purchase the comforpedic the sales associate called ****.  His comment was that they could not price match because they were not sure what the competitive product was.  It is apples and apples. There are no other retailers within a 100 mile radius that sell the same product.  I called the Dri Tec manufacturer which is *** ****.  They assured me that the Dri Tec mattress cover sold by Amazon is the exact same one that Metro Mattress sells.  The only other retail store in NY State is Sleepys which is mainly downstate. 

 

http://www.amazon.com/s/ref=bl_sr_home-garden?_encoding=UTF8&field-brandtextbin=Dri-Tec&node=1055398


Also keeping in fashion with my in store retail shopping: before we called and spoke with **** the night of our purchase, I spoke personally to a sales professional at ******* and ********. The sales professional told me he could sell us the Brooklyn Black for $900 less than what we were told at Metro Mattress.  I also went personally to ******* and ******** and Dunk and Bright to see the Brooklyn Black.  Dunk and Bright does not carry Simmons as I mentioned earlier. They were the one’s that informed me that the only mattress company that is price controlled is Serta.  I was going to go to China Town but I ran out of time as I have to work in addition to many personal health commitments of family and friends. 


I also called Ergomotion and they said they mostly deal with online retailers.  They did say they have a few distributors.  I asked about the pricing difference between online and in store.  They could not comment on that.


Since  no local company has the Ergomotion adjustable bed near Syracuse of course I went online to see what the price may be.  We were told in the store 2 different prices on the Ergomtion 400-$1550 and $1600.  Which is the correct price and how is it determined? 


This is the most common website that repeatedly comes up on a google search in keeping with Ergomotion's retail marketing. 

 

http://www.adjustablebeds.org/ergomotion_400_series_adjustable_bed_base_with_wireless_control_and_massage-7891.aspx

There is a $400-$500 difference.


The internet is used often and when I price compare whether through the WWW or in person I am always looking for apples and apples.  The Brooklyn Black and the Comforpedic are the 2 that I researched in depth.  They are the same no matter where you purchase them.  When you google them to look at the features and benefits of course online retailers pop up.   I went several times to the manufacturers (Sealy, Simmons) web sites as well to keep myself well informed.   Most folks like to be informed consumers before they make a large purchase.


Mr ****.  When I was in the store testing the comforpedic beds the staff was on their smart phones trying to do a price comparison.  One staff person was not having luck and asked the other if they were in getting internet access.  That is when I was told they would price match the comforpedic as I wrote in my first email to Ms *****.

How does your company check competition?  I would guess you occasionally go online to check?


I have a personal friend that is familiar with some of the sales staff at Metro Mattress.  The female associate that I mentioned earlier came up in particular as having the same line for everyone in the store regarding needing the commission as she is going through a divorce.  I have also been informed that for each step you take toward the door the sales associates are trained to lure you back in with 10% off of your purchase.


Mr **** states in his response that “as a gesture of good faith, Metro Mattress allows customer’s with a manufacturer approved warranty claim to explore other model options instead of being stuck with whatever replacement model is authorized by the manufacturer”.  In thinking back on the original date we went to the Dewitt store, we understand now why they do.  If we had settled for the “replacement” model no one would have made any commission.  We wanted to leave after looking all options over and talk about them (including the Ruby Bay-which is not apples and apples), however the sales associate said we could not because she would lose the sale.  If we settled on the “replacement” instead of being sold up there would not have been a sale.  This is quite curious to us. 


In addition, my closing remark to Ms ***** in my email last week was “I would appreciate a reply by the end of business on Monday.  I will be also submitting this to the BBB as I feel it will be a way to perhaps get you to re-train your reps in customer service and loyalty.  Please learn from your delivery team”!  Again I did not receive a response.  


Because the BBB asks what your resolution would be:


  • We would like to receive a dri tec mattress cover at no cost delivered in the US mail. 
  • We would also like a statement from Metro Mattress with their promise of training sales associates to have more of a Miracle on 34th St attitude.  Santa Claus sent a customer to ******* as he could not get the same toy for a young boy at the price that ******* was advertising.  How refreshing good salemanship is!

BBB, thank you for helping in this matter as Metro Mattress has not directly contacted us despite asking for a response from them.

Regards,

**** *******

Business Response:

     As was addressed in my initial response to Ms. *******, this entire situation was borne from a warranty claim with the manufacturer of a product she purchased more than 5 years ago.  The manufacturer’s warranty does not give consumers the option to explore any other model than what is approved as the “even-exchange”.  Metro Mattress was doing Mrs. ******* a favor by allowing her to decide on an upgrade.
     As requested by Mrs. *******, I will certainly make the statement that Metro Mattress takes extreme pride in the level of customer service that we have offered to our communities for nearly 40 years.  We continue to focus on it, and have continued education for our team to ensure that our quality level remains at its highest.
     I would reference my initial response to this complaint to summarize the scenario as politely as possible.  What Mrs. ******* is failing to realize is that her comparison of products is not accurate.  The best example I can offer would be concerning her comparison of the Dri-Tec mattress protector.  What was explained to Mrs. ******* while in the store was that the warranty given in conjunction with the product was NOT the same if purchased through Amazon.com.  When the Dri-Tec protector is purchased through Metro Mattress, the warranty that is included covers against failure of the product with a cleaning/replacement warranty.  If the product is not purchased through Metro Mattress, that coverage is not the same.  The actual physical protector in the package may be the same, but the promise of performance is very different.  The comparison is not apples to apples.  I welcome Mrs. ******* to purchase the protector via Amazon.com if price is the only issue at hand.
     And concerning Mrs. *******’s claims pertaining to the personal lives of my staff, I would classify as erroneous and irrelevant to the situation at hand.  I can however assure Mrs. ******* that the commission ramification concerning warranty upgrades is not a factor in this situation as the commissions paid on transactions such as these are minimal.  Not that we have any obligation to share this information with a consumer, but I wanted to do so in order to dispel the incorrect assumption made by Mrs. *******.
     In summary, Metro Mattress feels that we made every attempt to satisfy the needs and wishes of Mrs. *******, within reason.  I am pleased that her experience with our delivery team was such a positive one.  If you have any questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.
 
Respectfully,
**** ****
Metro Mattress

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: I purchased a queen size memory foam mattress from Metro Mattress on May 26th, 2013. In addition to purchasing the mattress, I also purchased the iProtect mattress protector. Upon delivery (June 14th, 2013) I received the mattress and two box-springs, it was not until later that I had discovered that my mattress protector was never given to me. According to Metro Mattress’s warranty disclosure, a mattress cannot contain any spots or stains to the mattress, if so the warranty becomes void. Needless to say, my mattress became stained due to an accident. I noticed the stain on August 27th, 2013, where I contacted my local sales representative to see if anything could be done to clean the mattress. As previously mentioned, I did not know that my mattress did not have a protector on it until after the accident had occurred. I finally realized that I was not given the mattress protector when speaking to **** ****, an employee of Metro Mattress. As him and I were talking, he advised me to take off the cover to the mattress and wash it. Well the cover that was on the mattress, which I assumed was the iProtect mattress protector was actually the mattress’ cover. I had no idea that the mattress itself had a cover and during this entire time I thought that I had the iProtect mattress protector on it, but in reality it was actually not being properly protected. As an inexperienced mattress buyer, since this was my first mattress purchase, a protector looks like a protector, I had no idea the difference between the two, therefore my problem is this- had the iProtect mattress protector been on the mattress during the incident the mattress could have never been stained, and if the protector had failed iProtect would warranty their product. I was never given this opportunity and I would have never received a product that I paid for had this accident never happen. I could have went years before realizing that I never got my iProtect mattress cover. During this process to help fix my issue, I have had a very hard time communicating with **** **** and other Metro Mattress representatives in Syracuse, NY. I was given a ###-###-#### for **** ****, and I found a ###-###-#### number online for the corporate office. When I call the number for **** ****, he never answers the phone and it goes to strait to voicemail. He did not call me back until I had made several calls to him and had my local representative from the store in town text him to call me back, which was approximately on August 28th, 2013. In addition to this, when I call the corporate number, either no one answers or if an operator does pick up the call I am transferred to a department where no one answers the phone. It has been very difficult to resolve my issue and no one ever seems to return any phone calls. I have only spoken to **** **** once, where he agreed to have my mattress professionally cleaned, I would receive an iProtect mattress protector, and that my warranty would not be voided. However, since my mattress has been professionally cleaned (as of August 30th, 2013), which by the way the cleaner only spent approximately 10 minutes cleaning my mattress, I have not received a return call from ****. I have nothing in writing stating that my warranty is not voided, or that my mattress was ever cleaned. I have been waiting for a call back since August 30th, 2013. Although my mattress was professionally cleaned, the mattress is still dirty and smells, this is another reason as to why I called **** after the cleaning to discuss future outcomes. During this entire time, I have been sleeping on a blowup mattress that I had to purchase, which cost me $55.00. I initially purchased the blow-up mattress because I had to wait for the mattress to be cleaned, and have been sleeping on it ever since because I do not want to be blamed for additional damages to the mattress due to it needing to be cleaned since I have nothing in writing. I am not going to sleep on something that is stained and has not been properly cleaned and I cannot do anything until I hear what will happen with this mattress. If someone could please contact me regarding this issue, I would greatly appreciate it. Thank you, ****** ********

Desired Settlement: As a result of my frustration and wasted time, I would like for my mattress to be replaced. Due to the unusual circumstances I feel it is fair, since I was not given the opportunity to have my mattress warranted under the iProtect warranty.

Business Response:

     This response in in reference to the complaint filed by Ms. ****** ******** (ID #*******).  The nature of the complaint pertains to the staining on her mattress.
     The circumstances of Ms. ********’s claim are “unique” at best.  We cannot figure out how Ms. ******** did not receive a mattress protector on her delivery.  Under normal circumstances, a customer would notify us that they never received merchandise so that we could research and rectify the situation.  Being that Ms. ******** didn’t realize this for several months makes the investigation of the delivery error virtually impossible.  That being said, even though there was literally no protection covering the mattress when this accident occurred, Metro Mattress acted on Ms. ********’s behalf anyway, and took the same actions that the protector company states in their warranty in the event of product failure.  At our own expense, we had her mattress professionally cleaned.
     Metro Mattress has been attentive and fair in the handling of this situation.  Moreover, Metro Mattress will agree to exchange the mattress as Ms. ******** is requesting as a gesture of good faith.
     It is unfortunate that there was an error on Ms. ********’s delivery as well as it is unfortunate that Ms. ******** failed to realize she did not receive the mattress protector.  However, due to the unique nature of the situation, Metro Mattress is pleased to be able to honor Ms. ********’s request.  If there are any further questions pertaining to this account, feel free to reach me during normal business hours at ###-###-####.
 
Respectfully,
**** *. ****, **.
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased mattress, box spring, and required bedpad 6/6/13; delivered approx 3 days later. After deliverymen left, we noticed mattress was very lopsided, high up on the right corner side. We called neighbor to look at it; he used a leveler to confirm it was quite lopsided. The next day we went back to Metro Mattress and our salesman, ****, filled out a complaint form that he said all we had to do was sign it and mail it. Suqsequently, I was putting on the bedpad when I noticed a hole in the box spring. I called ****, who said he would call that in with the other complaint. He also said a woman would come and examine the mattress and report to the head office about what could be done. Days passed and no woman came. We went back to the store to see where she was and was told she wasn't at the store, even though when we called the store they acted as if she was merely unavailable. More days passed and she finally came and took pictures of the hole in the box spring and measured the mattress and said they would call in three days and if they didn't, we should call them. We waited 4-5 days and went to the store again. Another employee, Chris, was angry that she told us to call in three days and said we should have waited 7-10 days and the store would call us when they got the report. All through this, they never called when they said they would. After about 10 days, we went to the store again, and **** had the report, which said they would replace the box springs but not the faulty mattress. **** called Mark in Syracuse saying he had a very irate customer. Subsequently **** left a message on my answering machine saying they would replace the mattress and box spring but we had to buy a new bed frame to "take care of the sagging." NOTE: This form requires an email, which customer does NOT have (no computer); neighbor's email provided with her permission.

Desired Settlement: Refund for box spring (with hole in it) and mattress (sagging)

Business Response:

     This letter is in response to the claim filed by Mr. ****** ********.  The nature of the complaint concerns a warranty issue with Mr. ********’s mattress.
     First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.
     Upon review of the inspection of Mr. ********’s mattress, it was found that he had a normal body impression in his mattress.  As it is stated in virtually all mattress warranties, an impression of up to 1 ½” is perfectly normal and is to be expected.  This impression is simply the top layers of padding conforming to the user’s body, and is not a sign of breakdown or defect.  The actual impression found in Mr. ********’s mattress was less than 1”.  There was a minor thread pull in the foundation cover, and based on that, the manufacturer authorized for the exchange of the foundation only.
     After conversation concerning this outcome, Mr. ******** expressed his unhappiness about this outcome.  Metro Mattress decided that we would try and help Mr. ******** get his mattress replaced as well.  This was not based on any defect, but simply a gesture of good faith to our customer.  When Metro Mattress reviewed the inspection information, it was identified that the metal bedframe Mr. ******** is using with the bed, which was not purchased from Metro Mattress, does not utilize a center support.  A center support would bring stability to the very center of the bed, by having a foot bracing the middle, and touching the floor.  This support would reduce the “sinking” feeling when lying in the mattress.
     Metro Mattress asked that Mr. ******** improve his bedframe as a stipulation of “calling in a favor” to get his mattress replaced even though no defect was found.  The intention was to try and ensure that Mr. ******** could avoid the hammock feeling by having a better support system under his mattress and foundation.
     This solution was deemed to be very reasonable since the manufacturer had no obligation to take action on this account based on the data collected at the in-home assessment.  Based on this information, we feel that the solution being offered is extremely fair, and beneficial to Mr. ********.
     If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ###-###-####.
 
 
Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress Corp.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On June 29, 2013 I submitted a written claim for warranty inspection at the store in Canandaigua NY. I was told at that time that I would be hearing from them by email within a week. I called the store on July 6, 2013 and was told that it would be a couple of weeks before I heard anything as the claim was submitted to a company named Mattress Marshals and it was now in their hands. I called Mattress Marshals on July 8, 2013 and was told that they did not receive any information yet from Metro Mattress. I called Metro Mattress and was told that everything was done from their corporate office and it would take time for the process. I feel that I am getting the run around from Metro Mattress and would like this issue resolved now.

Desired Settlement: I would like to have the warranty inspection done now so that I can get a replacement mattress as soon as possible.

Business Response:

     This email is in response to the complaint filed by Ms. ***** ****** (ID #*******).  The nature of the complaint pertains to the timely handling of a warranty claim.  Metro Mattress does apologize to Ms. ****** for the delay.  It would appear that the paperwork in question was mis-filed.  Since the time of the complaint, Metro Mattress has processed the paperwork, and Ms. ****** should be having the in-home inspection any day now.  Metro Mattress did also reach out to Ms. ****** to apologize for the delay.
     If you have any further questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.
 
Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2013 Problems with Product/Service
7/16/2013 Advertising/Sales Issues
6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress from Metro Mattress in Bayberry Plaza in Liverpool N.Y. on 12 Dec 2012. The store manager was my sales person. I looked at different mattresses they carry for over an hour and found 1 mattress that I was interested in. The price of that mattress a Natures Rest Essence was priced at $3499.00 a price I was not willing to pay. The store manager mention that he believed that there were still anumber of these high end mattress left over from a Black Friday Sale which ended a week earlier he said he believed he could still get me the sale price . The store manager made 2 phone calls and got the Black Friday sale price of $ 2499.00 and for purchasing that mattress I could have 2 Free pillows and a Free preimum mattress protector. The store manager also told me to try the mattress for a minimum of 5 nights and if I didn't like I could RETURN or exchange it. I told him I would go for that deal , the store manager handed me a card to read which outlines Metro Mattresses delivery policy , bed height, exchange policy etc. while he swiped my credit card . When the store manager handed me the final sales invoice I asked him why the so called FREE items had a dollar value on the reciept if they were free? The manager stated that they the sales personnel had to show a value for everthing which left the store. Metro Mattress delivered the mattress the following day I selpt on it 5 nights and had the same issue that I had with my other mattress. I went back to the store and told the assistant sales manager I wanted to return the mattress and he informed me of the exchange only policy and NO REFUNDS. I also asked him why the free items had a dollar value and he stated for the life time warrany activation on those items. Metro mattress never showed me a copy of their policy prior to the transaction being completed it's only after they have swiped your credit card that you get a copy of their policys which is on the back of the Final Sales invoice. If you read it there is a very interesting disclaimer from Metro Mattress and I qoute " This contract represants the final mutal agreement between Metro Mattress and consumer. Any oral agreements, conversations, or verbal expressions of offers are superceded by this contract". My question is why would Metro mattress need such a disclaimer if their employees didn't make offers they had no intention of honoring, such as 2 FREE PILLOWS and FREE MATTRESS PROTECTOR and the ability to after the 5 day trial period RETURN for REFUND. Oh and posting their policies on the back of the final sales invoice isn't conspicously posted if you have to pay to see the policy, the size of the text in their policy is to small my my measurements to be a legal document and making offers that are negated by their disclaimer is in my opinon a decptive bussiness pratice.

Desired Settlement: Metro Mattress takes back the merchandise in question and refunds the amount of the purchase to my credit card

Business Response:

     This email is in response to the complaint filed by Mr. ******* *********.  The nature of Mr. *********’ complaint concerns his comfort issue with the mattress that he has chosen.  I will address each of Mr. *********’s concerns in the order that he presented them in his letter.
     First, as Mr. ********* himself stated, his Sales Associate was able to package all of the goods together for the agreed up price of $2499.99, which included sales tax.  This total is corroborated on Mr. *********’s receipt.  All of the merchandise on the invoice was a package.  The line item breakdown would only be a cause for concern if the grand total exceeded what was agreed upon, which in this case it was not.  Mr. ********* agrees that he was charged the agreed upon amount of $2499.99 including sales tax.
     Second, concerning Mr. *********’s accusation of not being made aware of the terms of purchase.  As per New York State law, Metro Mattress does post the terms of purchase and refund policy in all of our stores, including the location in which Mr. ********* made his purchase.  Moreover, Metro Mattress also prints the same policies on our receipt, which Mr. ********* was furnished with at the time of purchase.  Mr. ********* was in possession of the policies a full day in advance of his delivery.  
     In the event that a consumer does not like the mattress that they chose, Metro Mattress does offer a Comfort Exchange Program.  This program allows the customer exchange their current bed set and reselect to a different model.  Metro Mattress made every effort to rectify the situation and help Mr. ********* exercise a Comfort Exchange under the terms of the Comfort Exchange program as is also explained on Mr. *********’s Proof of Purchase.  Based on New York State laws, exchanges of this sort must take place within 30 days of the original delivery.
     Metro Mattress executed the agreement with Mr. ********* as was agreed upon, and does not see grounds for a refund or return of product at this time.  If there are any further questions pertaining to this account, feel free to reach me during normal business hours at ###-###-####.


Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress Corp.

Consumer Response:

To: I have read the merchants response and beleve that is BS . Mr **** states that the packageing of items is metro mattresses way of accounting for items . The fact remains that the sales person *** told me those items were FREE with the purchase of the mattress. The fact he discounted the mattress and then added them to the invoice to equal the price he stated for the mattress is a change in the terms of purchase.This was their choice and the different stories I have heard to account for that change are all different.I was told by the manager at the time of sale it was to account for items leaving the store, then told by the assistant manager it was for activation of the lifetime warranty of those items, and now by Mr. **** that the items which were supposedly free are listed because of the discounted mattress price and those items not exceeding the orignal price qouted for the mattress with those items free, that that is an acceptable method of doing bussiness in their eyes.  Mr. **** claims that my issue is one of the comfort of the mattress which is only one issue I have the others are that 1.The sales person told me I had 5 days to sleep on the mattress and if not happy with it I could return it for REFUND or Exchange. That statement was made to help make the sale and is in fact a false claim made by the sales person whom was aware of the Metro Mattress policy in which the offer he made is nullified by the disclaimer on the reverse of the final sales invoice.Mr. **** also claims that Metro mattress has made every attempt to resolve this issue yet he fails to admit that the disclaimer allows sales persons to make offers which they have no intention of honoring.While Metro Matress may have their return policy posted in their stores they don't post the disclaimer.I have never had a conversation with Mr. **** but did have a conversation with **** or **** from Metro mattress whom is the regional sales manager for the western New York area regarding this issue and he stated that he didn't believe that there was not a suitable mattress for exchange that would be acceptable to me. Therefore if there is not another mattress to exchange for in Metro Mattress inventory I get stuck with this one when I was told I could return it for REFUND. Mr. **** also states that I had their policy a full day before delivery but what he fails to state that all cancellations must be made in person at the store of purchase. Metro Mattress also olny allows 1 exchange under their program and that will cost you an additional $100 dollars and that is on a mattress of equal or greater value .Mr.**** also states that the excahnge must occur with in 30 days yet the card you read prior to the final sales reciept being printed states that the exchange must take polcy with in 14 days so which is 14 or 30? Metro Mattress has done nothing to resolve this issue except get my money and they stand on their policy which allows misrepresanted the terms of the sale and therefore I believe I should recieve a full refund.I have also referred this matter to the Attorney Generals office for investigation and am looking into charging Metro mattress storage on the afore mentioned items that they refuse to take back.

Business Response: BBB spoke to **** this afternoon. He stated that he left a message for you last Wednesday but has not heard back yet. He needs a copy of the letter that your credit card sent denying the charge back.

Consumer Response:

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.

*** called into the BBB today. He stated he talked to the credit card dispute rep and both parties were mailed a copy of the letter on 4/15. *** was advised by them not to share his copy. If **** can call the rep, ****** ****** at ###-###-#### for a copy of the letter so this can get resolved.

Business Response: **** **** called into the BBB today. He has left a message for the credit card rep to get a copy of that letter.

Consumer Response:

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.

*** left a message for the BBB on 6/19 that he has not heard from **** on the refund status. BBB also has left several message for **** for an update but have not received one. Can you please provide an update for the consumer?

Business Response: BBB spoke to **** this morning and he stated that no refund would be given.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/8/2013 Advertising/Sales Issues
4/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On January 5th 2013 I purchased a new bed at the Oneonta store. It was an Arvine Queen Mattress Set for $1,399.99 and with tax it came to $1,587.58. Also included Mattress Protector. They had delivered it on 1/18/13. There was a hole in the base mattress. I called the store where I had purchased the bed in 10 minutes of delivery. The representatives came over 2 weeks later to exchange mattress. They told me that the company would reimburse me $100.00. They were suppose to add on longer legs to raise the bed higher for me cause it was to low. On 3/11/13 they had come and put new legs on but they couldn't cause the one leg was bent cause it wasn't put on right in the first place. They had to cut the one leg off and could not put the legs back on the bed. The bed sits 18ins off the floor. They haven't got back to me on the bed. I have been calling to find out what they are doing and they won't give me any answers. My name is * and I have a fixed income and I am disabled.

Desired Settlement: The full purchase refund $1,587.58.

Business Response: Since the time of this complaint, Metro Mattress has agreed to pick up the merchandise in question for a refund as per the customer's request.  If there are any further questions pertaining to this account, feel free to contact me at* during normal business hours.


Respectfully, 
*
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a mattress, We went there with intention of buying a pillow top mattress and was talked into buyling a foam mattress. First mattress was a tempurpedic, too hard and cold. Ehchange under their comfort exchange program for another foam, Nature's rest , telling us this is definitely a wonderful product and we would be completely satified with it. Well foam is foam and it is not comfortable for me and I still want a pillow top mattress as we had one for 20 years. They are telling us we can purchase a pillow top mattress but if less in price which it was. they will not refund our money or rather credit our account. Right now we have the second mattress, are not sleeping in it, has the protective cover we had to buy .so the mattress is perfect. WE cannot see giving them over $1800 profit. Right because of all the hassel, we would just like to be released from our contract and we will purchase a mattress from another sourse. We paid $200 down, it cover the mattress cover which I know we have to keep and delivery pickup of the first and second mattress. Please advise

Desired Settlement: Right now we would like to be released from the contract as soon as possible,

Business Response:

     This letter is a formal response to the complaint filed by Mr. ******* ****** (ID #*******).  The nature of the complaint concerns Mr. ******** unhappiness with his mattress selection.

     Mr. ****** made a bedding purchase from Metro Mattress, and Metro Mattress delivered to him the model that he selected in our store.  The next day, Mr. ****** came back to Metro Mattress to exercise the Comfort Exchange Program as it is explained on his receipt.  Mr. ****** selected a new model, which was also an all foam construction.  He paid the difference in price, and had the new model delivered the very next day.

     Mr. ****** was not “talked into buying” either of the all foam mattresses that he had selected.  Moreover, if Mr. ****** felt that a pillow-top model was his preference, he certainly had the opportunity to select one at the time he made his reselection under the Comfort Exchange.

     The terms of the Comfort Exchange Program are very specific, and were furnished to Mr. ****** at the time of purchase.  The policy does state the following:


“If you find that within 14 (fourteen) days after the receipt of your bedding you are not satisfied with your purchase, Metro Mattress will allow you to exchange your complete sleep set (mattress and foundations*excluding adjustable bed bases), for another sleep set of equal or greater value.  This offer is a One Time Only Exchange, and the redelivery of the new sleep set / pick-up of old sleep set must be completed within 30 days of original receipt of goods.”


As it is clearly stated, this is a “One Time Only Exchange”.  Even though this is the case, Metro Mattress made an exception for Mr. ******, and was willing to allow him a second Comfort Exchange.  Mr. ****** then wanted to drastically downgrade in quality and price to a lower model.  Once again, the policy is very specific in this regard, and states as follows:


“If during re-selection, Customer chooses a mattress that is priced lower than the mattress they seek to return in an exchange, the customer will have no “difference” to pay, but customer must still pay the $99.99 service charge in order to participate in this program.  In these cases, NO partial refunds OR store credits will be issued.”


     When Metro Mattress performs a Comfort Exchange for a customer, we then ship the return mattress to Clearance centers around the state, where those mattresses are liquidated at a fraction of their prices since they have been used.  It is a losing proposition.  Metro Mattress strictly offers this program to help customers that find they are unhappy with their selection.  This is one of the main reasons for the pricing policy on these exchanges.

     Mr. ****** received both mattress models that he tried and selected in our showroom.  Metro Mattress’ offer to allow Mr. ****** is a special consideration on his behalf, and is not normally offered to customers.  And in the spirit of good faith, and service to one of our consumers, Metro Mattress is also willing to allow Mr. ****** to use and “difference” in price as a store credit, which can be applied to any product carried by Metro Mattress.  This can include pillows, mattress protectors, linens, headboards, etc.  This is also not a normal practice as is evident in the aforementioned policy.

     Mr. ******’s request for a full refund is unjustified as Metro Mattress executed the agreement exactly as agreed upon.  The exceptions Metro Mattress is willing to make for Mr. ****** are deemed to be very fair and accommodating.

     If there are any further questions pertaining to this account, feel free to reach me during normal business hours at ###-###-####.


Respectfully,

**** ** ***** **.

Director of Service & Procurement

Metro Mattress 


Consumer Response:

We went to the store 2/20/13 to pick out a mattress and receive the store credit that we were promised the day before as Mr. **** stated in his response letter.  Upon picking out the mattress again for $2199, pillow top, the sales rep. said he didn't know how to write up a store credit and made numerous calls in our presence to no avail.  So he asked if we could come back later, we agreed.  Upon returning we were told he received an email and which said we had to use the whole amount of $4011 today as they would not issue a store credit.. We feel we were lied to and it upset us greatly.  Then we went to the sheriff dept. and told them our story and upon reviewing the agreement  he said we had no  recourse legally according to their contract. He then emailed Mr. **** to call us.   We returned to the store and feeling we had no other choice but to use the amount previously spend so we picked out three mattresses.  One needed to be delivered to our son in ****** and the other two to our house in *****,  Again we were told they could not do that ,all three had to be delivered our house. The one for ****** being a Queen size mattress makes it difficult to deliver for us.  The Mattress for ****** isn't availalbe till   2/28th for delivery .  The other two are being delivered tomorrow to our house. I believe they should deliver the other one on the 28th to ******.  When we returned home we found a message on the machine from Mr. **** to call him.  I tried calling him and got his answering machine.  Left a message .   We feel their customer service is absolutely terrible and would not reccommend their Metro store to anyone.  Thanks for your consideration of this matter. 

 

Business Response:

In an effort to keep this second response brief, I will report that all goods have been delivered to the multiple addresses requested by Mr. ******, and that the account has been satisfied.  I am sorry to hear that Mr. ****** wouldn’t recommend Metro Mattress to anyone considering the fact that we made such extraordinary exceptions to our normal policies on his behalf.  I am very pleased that Mr. ****** did not lose one penny of credit.

Respectfully,
**** ** ***** **.
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a bed from Metro Mattress 5 years ago. The bed has a 15 year non-prorated warranty. The king-size bed has become very uncomfortable and has a hug lump going down the middle of the bed. Nearly a month ago I approached the Greece, NY store and inquired about a warranty claim.They were incredibly understanding and said they would have a third party review the bed for defects and the ENTIRE process( from the time they reviewed the bed until the time a new bed would be delivered) would take a couple of weeks. So far so good. The third party reviewer did not arrive until two weeks later. He was a nice fellow and measured the sink hole and the middle ridge. He took numerous pictures as well. I asked him what the criteria was to have a valid claim and he replied, and I quote, "it depends if the person making the decision got lucky the night before". At that point the odds just went to 50/50. I assumed there is no criteria other than being at the mercy of someone's personal life. Another two weeks went bye so I went back to the store to get a follow up. The manager their was nice enough as well as the regional manager. However, they tried to get me to purchase a high end bed at a discount before the warranty decision was made. I had already spend $1404.00 5 years ago on an apparent faulty bed. I didn't want to spend that amount again. So I waited for the final decision to be made. All of the gentlemen in the store are guilty of over-promising and under-delivering. I'm withholding their names because they're sales people. They need to make a living. They are a product of their training. Decision day came yesterday. They are not going to honor a warranty replacement. I received a call from *** in Syracuse and she explained that there needs to be a 1.5 inch dip in the mattress and we only had an inch dip. She said the ridge in the middle is normal. (Sleeping on an angle is not normal) Also,what isn't normal is they're failure to set proper expectations. If we needed a 1.5 inch dip why wasn't it discussed prior? Why wasn't it a drop-dead issue as soon as it was measured. I told *** how unhappy I was with the process and she had a "too bad" attitude. She said she would call the regional manager and call me back. You guessed it, she didn't call back. She made no offer to try to make it right. However, she did make an empty apology.

Desired Settlement: Replace the bed in kind. Consumers should not be told they are at the mercy of someone's attitude when making a warranty decision. They should have reviewed the warranty with me upon initial contact and set the proper expectations.

Business Response:

This email is in response to the complaint filed by Mr. ***** ******* (ID #*******).  The nature of the complaint pertains to his displeasure with a warranty claim denial. First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.

I can assure Mr. ******* that the decisions made on warranty claims are solely based on the information collected in his home, and in no way are affected by anyone’s “personal life”.  Included with this response is a copy of the manufacturer’s (Comfort Solutions) warranty guidelines.  I highlighted the section pertaining to natural wear and body impressions.

Upon inspection, the deepest depression noted was less than 1”.  The manufacturer classifies this as normal wear, and not a defect.  Mattress warranties protect consumers against defect in workmanship or components found in their mattress.  The normal wear of a product is not considered a defect.  The slight impressions found in Mr. *******’s mattress are the natural wear of the bed based on 5 years of use.

Mr. ******* is urged to keep a copy of the Manufacturer’s Limited Warranty for his reference.  If he feels that the mattress degrades beyond what the manufacturer classifies as normal, then we welcome him to contact us again.  We will file a warranty claim on his behalf, and the decision will once again be made in accordance with the Manufacturer’s Warranty guidelines.  Metro Mattress does not control the outcome of the claim.

If there are any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 26, 2012 my wife and I went to the Metro Mattress store at 3245 Erie Blvd., Dewitt, NY to consider the purchase of a new mattress for our bed. We were met by a young man who showed us several expensive mattresses to buy, $3,000.00 and up. After reviewing these and becoming disillusioned about the high price of the mattresses he was showing us we were preparing to leave the store when **** ****** took over the sales pitch. He offered to sell us a mattress set that normally sold for $3,000.00 for $2,000.00 with a 15 year guarantee and if we had any problems "just call him and he would take care of it." I agreed to purchase the mattress set and it was delivered on December 10, 2012. Our very first night sleeping on the new mattress was very uncomfortable. The mattress sags in the middle. The mattress does not have an even density from top to bottom and from side to side. When sleeping on this mattress it is like sleeping in a hammock. I wake up two to four times each night and have not had a good night's rest since trying to sleep on this mattress.

We returned to the store on December 21, 2012 to complain about the mattress set and he, ****, filled out a request form for an inspection. When we had not been contacted by "the inspector" we called Metro Mattress and spoke to *****, who claimed to be the granddaughter of the owner, and she said that she would" e-mail" the inspector. In early
January we received a call from ***** ****** who said the she was the "mattress inspector" and she would be in our area on January 19-20, 2013 and could we make the mattress set available for her inspection? We agreed. Ms. ****** arrived at our house on January 19th and conducted her inspection. On January 25th we received a call from ***** *** who said Metro Mattress was going to replace the "box spring." What she was referring to as a "box spring" is not a "box spring" as I know it, that is, an assembly of springs contained within a cloth enclosure. The "box spring" she was referrfng to is what was sold to us which is nothing more than wooden slats across a wood frame to support the mattress. On February 4th they did indeed replace the "box spring." This has made a no improvement in the mattress and we are still unable to get a full night's sleep.
We purchased the new mattress at a substantial cost and expected it to improve my back pain as Mr. ****** promised it would. We contacted Capital One, the credit card company where the purchase charge was applied and will advise them that we still hold Metro Mattress responsible for selling us a faulty product. The mattress that we have appears to have been a used mattress. It is unlikely that a brand new mattress could have the grooves in it that our mattress has and be considered to be new. Mr. ****** denies that the mattress is used but could not explain how the density is so different from one area to another on the mattress.

In an effort to demonstrate the unevenness of the mattress I obtained a concrete block weighing approximately 45 1/2 pounds and positioned this block at various locations on the mattress from the top to the bottom, on two sides and at one sleeping position to demonstrate the unevenness of this mattress. The difference on the right side varied as much as 2 X inches from the bottom to a near center location. The difference on the left side varied 1 X inches from the bottom to a near center location. The difference at the left side sleeping position varied 1 3/4 inches from the bottom to a near center position. Imagine how much more the center sags when a 215 pound person lies in the bed. This mattress is either a used mattress or has a serious manufacturing defect. We intend to take this issue to small claims court if necessary to gain satisfaction. Metro Mattress should not be allowed to sell used mattresses or mattresses so inferior in quality that they appear to be used. Because this item was paid for with our Capital One Credit Card ending In **** we are requesting Capital One withhold final payment to Metro Mattress until this issue is resolved.

Desired Settlement: See Complaint.

Business Response:

This email is in response to the complaint filed by Mr. ****** **** (ID #*******).  The nature of this complaint pertains to perceived quality issues.

Metro Mattress takes great pride in level of customer service that we offer our consumers.  That level of service has helped us grow, and be in business for nearly 40 years.  Metro Mattress wants to give ample consideration to any issue that our customers bring to our attention.  When Mr. **** reported his issue, we did have an inspector dispatched to his home to collect data on the mattress.  Upon inspection, nothing out of the ordinary could be observed with this mattress.  

It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.  Without proof of a defect, the manufacturer will not authorize for a mattress replacement.

To address Mr. ****’s claim that this is a “used mattress”, we find the accusation to be completely without merit.  At best, it is speculation borne from frustration.  I can report that the mattress in question was received brand new from the manufacturer on December 4th, and then delivered to Mr. **** on December 10th.  Metro Mattress does not sell used bedding.

Metro Mattress is not looking to be unreasonable; however we were unable to identify the issue that Mr. **** is claiming.  Regardless, we want to try our best to help Mr. **** with this perceived issue.  Metro Mattress is willing to allow Mr. **** to exchange his set for full store credit.  He can use that credit to get another of the same model, or he can apply it to a reselection.

There is only one element that I want to point out to Mr. **** to help him avoid performance issues in the future.  Upon review of the inspection report, it seems that the bed frame Mr. **** is using, utilizes only 3 thin wood slats to support the mattress and foundation.  If one or two adults are sleeping on this bed, this slat system will not offer the level of support needed.  It is my recommendation that a stronger slat system be installed with rigid legs touching the floor in the very center of the bed.  This will ensure a stable support for any bedding set put on this frame, which was not purchased from Metro Mattress.  Mr. **** can certainly do his own research on the subject to corroborate my recommendation.

I have notified the store in which Mr. **** made his purchase, of this special accomodation.  This approval is in the spirit of good faith to one of our consumers.  If there are any further questions pertaining to this account, feel free to reach me at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress 

Consumer Response:

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.

This is in reply to Mr. ****'s letter to BBB.

Mr. **** states "It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress." I did not buy the mattress from "the manufacturer''; I bought it from Metro Mattress. What kind of game is Mr. **** playing; is he suggesting that I must contact the manufacturer in order to get a replacement for a defective mattress. I have no idea who the manufacturer is, I was not provided the name and address of the manufacturer or a contact name and told that I would have to contact the manufacturer if I had any problems. If I bought a Chevrolet from a local dealer and had a problem with the car I am certain the dealer would not tell me to contact General Motors in Detroit for service.

Mr. **** states that the bed frame we are using "utilizes only 3 thin wood slats to support the mattress and foundation." I would like to point out to Mr. **** that those "3 thin wood slats" have supported me and my wife and a number of other mattresses for 59 years on that same bed and if there is something wrong with our sleeping through the night it has nothing to do with the "3 thins slats." I have no intention of redesigning this double bed to perform as if it were a queen size bed.

As a graduate engineer from New Jersey Institute of Technology I devised a series of tests that are more sophisticated than the simple "string test" of an unloaded mattress that the "inspector'' made on my mattress. I have taken a number of pictures with associated measurements using a 45.5 pound concrete block on the mattress demonstrating that the mattress does not have the same density throughout the mattress. I fully intend to use these photos in court to settle our claim against Metro Mattress if they refuse to provide a refund or other satisfactory solution for the defective mattress that they sold to me.

The "inspector's test" was to place a string across the mattress and measure any settlement of the mattress without any load on the mattress. Clearly for a mattress that is only a few months old; any settlement would be minimal even with varied density of the filling. I submit that my test using the same concrete block over a wide area of the bed offers a better assessment of the condition of the mattress under a light load. This condition is exaggerated even further when you put 2 adult persons in the bed, each weighing in the vicinity of 200 pounds.

Mr. ****'s comment that a center-support is needed under the bed as he suggests that f "do my own research on the subject to corroborate my recommendation.'' I have done so and only find a suggestion for added support "may be needed" for queen size beds. If Mr. **** could show me some evidence where a center support is needed for a "double" bed this would be interesting. In any case we, my wife and I, have slept on this very bed with the same "thin slats" for more than 58 years and this is the first time we have ever had a problem with a mattress. It is unfortunate because we have purchased mattresses from Metro Mattress in the past for our own use and for our children and this is the first time we have had a problem with a mattress or Metro Mattress. I am very unhappy with their attitude and unacceptable explanation and their refusal to make a replacement for a mattress that is clearly defective. I invite Mr. **** to come to my house. He need only sit on the bed to be convinced there is a problem with this mattress. The "inspection" based on a single measurement made with a string and homemade measuring device across the center of the bed is hardly a sophisticated evaluation of a mattresses condition.

Mr. **** fails to point out that the "inspection" resulted in Metro Mattress replacing what they referred to as the mattress "spring" because it had developed a sag in excess of one inch.

In closing let me say that f am not looking to be unreasonable. In my mind, and f might say the test I performed with a concrete block, is convincing that there is a problem with the mattress. My back problem is being compounded further by the unevenness of support by this mattress. I will go back to the store and see if they are willing to make a reasonable adjustment for a different selection, surely not by this manufacturer, and resolve this issue to our mutual satisfaction, not withstanding, I have not had a good night's sleep since this mattress was delivered.

Sincerely,

****** ** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a King Simmons Mattress for $1,830 4 years ago from Metro Mattress. The mattress I purchased has a 10 year warranty. 4 years into having the mattress it dips in the center. Metro Mattress sent out an inspector to my house who measured a 2” inch dip in the center. Metro Mattress approved a replacement mattress. I purchased a higher end memory foam mattress to replace the defective one. I used 90% of the warranty and paid for the addition amount on top of the warranty for the upgraded mattress. When the delivery guys arrived, they looked at my mattress that is defective with the 2” dip in the center and pointed out the mattress had discoloration along the edge. They said they cannot accept this mattress. The delivery guys told me that Metro Mattress corporate puts significant pressure on them to refuse a mattress unless it looks perfect. (My mattress always had a mattress protector on it. In fact, I purchased it at Metro Mattress when I bought the bed 4 years ago. The delivery men left. After weeks of dealing with the warranty issue, getting approved for a replacement, taking time to be at home for the delivery men and inspection, they refused to accept my defective mattress or deliver the new one which I spent additional money on above the replacement warranty. I complained to both Metro Mattress and Simmons. They sold me a defective product with spring/coil issues that caused a 2” inch dip in the center. They get away with not having to provide me with a replacement mattress because of “discoloration.” To compare it to cars, it would be as if you had a car with a 10-year warranty for the engine and transmission and the dealer says the warranty is not accepted because the car has a scratch or discoloration. It’s like Metro Mattress and Simmons have a get-out-of-jail-free-card. There is no accountability to the customer. Metro Mattress didn’t seem to care about making things right. They love taking your money and publicizing how great quality their products are. The product I bought was defective. I believe I’ve been defrauded by Metro Mattress and Simmons. Their customer service is woefully inadequate.

Desired Settlement: Replace defective mattress with new one.

Business Response:

     This email is in response to the complaint filed by Mr. ******* ***** (ID#*******).  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.
     All mattress manufacturers have a clause in their warranty concerning staining.  The following is taken directly from the Simmons Manufacturer’s Limited Warranty:

“This warranty does not apply to and excludes:
Simmons product that is stained, soiled, or infested with vermin, even if defective.”

     The main reason that mattress manufacturers put this in their warranty is due to the fact that fluid introduced to the padding unit of a mattress will destroy the padding layers.  This is not a defect or a product failure, and manufacturers are not responsible for the resulting damage caused by this type of abuse.
     Upon arriving to Mr. *****’s home to make the exchange of his mattress, it was found to have numerous stains.  The extent of the staining included several large stains across the head of the mattress as well as a number of yellow and orange stains scattered throughout the sleep surface.  However, even though these stains could technically void the warranty coverage on Mr. *****’s mattress, Metro Mattress did not report the issue to the manufacturer.  Instead, we instructed Mr. ***** to remove the stains, at which point Metro Mattress would have been able to complete the exchange.
     Contrary to Mr. *****’s statements, Metro Mattress is not looking to avoid exchanging his mattress.  Metro Mattress has absorbed the costs of the 3rd party inspection of his mattress, all paperwork and the delivery expense of visiting his home, none of which is covered by the manufacturer’s warranty.  No one has been “defrauded” or mislead in any way.  As was previously stated, all decisions concerning warranty claims are made by the Manufacturer.  It was not Metro Mattress’ intent to get the manufacturer involved so that we could give Mr. ***** the opportunity to clean the mattress, and avoid this denial in the long run.  Mr. ***** took it upon himself to contact Simmons with this issue.
     If Mr. ***** is able to successfully remove the stains from his bed, we still invite him to contact us and we will try and get the exchange accomplished.  If there are any further questions pertaining to this account, feel free to reach me during normal business hours at ###-###-####.

Consumer Response:

To Metro Mattress:

Metro Mattress Response:  "The main reason that mattress manufacturers put this in their warranty is due to the fact that fluid introduced to the padding unit of a mattress will destroy the padding layers.  This is not a defect or a product failure, and manufacturers are not responsible for the resulting damage caused by this type of abuse.  Upon arriving to Mr. ******* home to make the exchange of his mattress, it was found to have numerous stains.  The extent of the staining included as well as a number of yellow and orange stains scattered throughout the sleep surface."

My Response:  To imply that the mattress was treated poorly or as in your words "abused," and introduced to "fluid" as you describe is completely false.  The delivery men pointed out by examining the bed very closely there were two small finger nail sized color marks, one yellow, the other orange.  In addition, the edge of the mattress was off white along the edge.  All of these issues you describe are unnoticable to anyone but a trained eye looking up close for specific issues.  I can say with 100% certainty none of these were caused by water or any "fluid".  I know the history of that mattress in detail from when I purchased it.

I disagree with your description of calling the discoloration on the edge of the mattress "several large stains across the head of the mattress."  Something I didn't notice until the delivery men pointed it out.  To a non trained eye, it is not noticable.

Metro Mattress Response:  "Contrary to Mr. ******* statements, Metro Mattress is not looking to avoid exchanging his mattress.  Metro Mattress has absorbed the costs of the 3rd party inspection of his mattress, all paperwork and the delivery expense of visiting his home, none of which is covered by the manufacturer’s warranty.
No one has been “defrauded” or mislead in any way.  As was previously stated, all decisions concerning warranty claims are made by the Manufacturer.  It was not Metro Mattress’ intent to get the manufacturer involved so that we could give Mr. ***** the opportunity to clean the mattress, and avoid this denial in the long run."
 
My Response:  You are most certainly trying to avoid exchanging the mattress.  I'm a very responable and fair person.  I would not challange Metro Mattress's decision if I felt it was an accurate and reasonable judgement on their part.  However, I do not feel the review of the mattress is accurate or reasonable.  Therefor my complaint.  The level of expectations from Metro Mattress on what can be accepted to be replaced by a warranty are to such high standards the bed would have to be in new condition.  A Metro Mattress employee stated that the model of my mattress had known defects.  It is within reason to suspect that the 2" dip in the center is obvious proof of that.
 
I was able to remove the small yellow and orange marks.  It is difficult to remove any discoloration on the edge, even the little that my mattress has without exposing it to possible damage from cleaning materials.   The material on the mattress is made very gentle.  I would not feel comfortable taking the risk of damaging it.
 
From a business perspective I would also like to point out that if Metro Mattress sells quality products, I would not have the 2" dip in the center of the mattress.  The mattress I own has not been introduced to any water or other liquids.
 
Metro Mattress has certainly made the warranty experience time consuming and frustrating with no results.  The company has shown little respect for a paying customer who would have given them additional business.
 
Paying Customer
******** *****
 

 

Business Response:

     Mr. ***** has misinterpreted my statement.  I simply quoted the manufacturer’s warranty guidelines.  As I stated in my previous response, the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

     I am not defending the guideline that all mattress manufacturers include in their warranty coverage as neither I, nor Metro Mattress, have any authority over such guidelines.  If Metro Mattress was looking to avoid this exchange, we would have notified the manufacturer of the stains, and they would have voided all coverage as is there right under the terms of their warranty.  It is actually quite to the contrary.  By giving Mr. ***** the chance to clean the stains, we are attempting to hide this information from the manufacturer so that the exchange can ultimately be accomplished.  I can assure Mr. ***** that a company cannot stay in business in a competitive marketplace for nearly 40 years by offering sub-standard products.  I am very sorry that there was a manufacturing defect in his one mattress.  That hardly constitutes making the claim that all products are faulty.  I can assure Mr. ***** that this model is not known to have defect issues.

     At the root of this issue, accusations aside, I can certainly understand Mr. ******* frustration with the situation.  Metro Mattress tries our best to champion the needs of our consumers.  I have had some dialogue with the manufacturer and they have agreed to allow the exchange of Mr. ******* mattress with the stains.  I have notified the store of this approval, and they will be able to reset a delivery for Mr. *****.  It is always our intention to help our customers, and at no point were we looking to turn our back on Mr. *****.  I’m sorry for the frustration involved, but am pleased that Metro Mattress was able to convince the manufacturer to make a special exception on his behalf.

     If you have any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

 

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  **** **** of Metro Mattress replaced the mattress with a new one.  I appreciate ****** understanding and effort to make this situtation have a good outcome.  I'm satisfied with Metro Mattress' customer service.  Thank you.

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two years ago, we purchased a mattress from Metro Mattress and the mattress started sagging within 2 months of owning it, but we had to wait until there was evidence of the sagging in order to get a new mattress, per their policy. Once the indent was obvious, we received store credit of $1100 to get another mattress or an "even" trade- though the trade they offered was a mattress I saw online for only $400, so I would hardly call it a fair trade for what we spent on our mattress originally. Every mattress in their store (we checked) received extremely poor ratings (especially with the problem of sagging). We decided to get another mattress that cost an extra $400 beyond the store credit for a couple of reasons: ***** (one of the workers) told us that if we weren't satisfied within a month, we could get that extra $400 back and then still have store credit. He also told us that the warranty included evidence of only 3/4"-1" of sagging evidence in order to get a new mattress if we have issues after that month. I later found out this was untrue and called ***, the store manager, for the accurate information. He told us that it needed 1.5 " indentation for a replacement mattress under warranty. He said he had actually called the company to get that information. I called the actual company of the mattress (********** ******)-obviously because I didn't believe them- and they informed me that there needed to be a 2" indentation to receive a new mattress and finally gave me the warranty card to prove it. So I was highly misinformed on several occasions. If I had known that information, I certainly would not have spent even more money on a mattress there. Ont op of this issue, the main problem is that already within 2 weeks of having the new mattress, we are getting sagging again and back pain and neck pain, as we did with the prior mattress. The store is unwilling to give us any cash back and the replacements all have bad ratings , and I just know we would continue having the sagging issue with this store. We just want our money back so that we can buy a top quality mattress from a store with a good reputation, a store that gives us accurate information and knows their products. My wife is currently pregnant also, and we really can't continue to keep getting bad mattresses from this company that cause us to go to the doctor for muscle relaxants (which obviously my wife can't even use, since she is pregnant) and chiropractors. We just want our money back.

Desired Settlement: We just want our money back , in cash or a check- we do NOT want store credit because we will just continue having this sagging issue and health problems with mattresses from there and misinformation from the employees.

Business Response:

This email is in response to the complaint filed by Mr. ******* ******** (ID #*******).  The nature of this complaint pertains to Mr. ********** quality concerns.

Unfortunately, I believe that whatever reviews Mr. ******** was looking at online have misled him. I do not believe that he was looking at products carried by Metro Mattress.  I am confident of that based on his claim that he saw the same mattress he currently has for only $400, which is highly improbable based on the fact that $400 is well below the wholesale cost for the mattress.

It is unfortunate that Mr. ******** had a warranty issue with the mattress he purchased in 2010.  The return rate on mattresses from the vendors carried at Metro Mattress is extremely low.  And Metro Mattress has been in business for nearly 40 years by offering only top quality product, and the highest level of customer service in our industry.

If Mr. ******** believes there to be an issue with his new mattress, we certainly want to know about it.  We are more than happy to have his mattress inspected to seek out any potential issues. It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.  If there is an issue found in his bed, we will make sure that the manufacturer stands behind their product.  Concerning Mr. ********’s request, unfortunately we cannot grant a refund on a purchase made two years ago.  Mr. ******** is protected against issues with his product by manufacturer warranty.  The coverage does not grant the right to request a refund.

I invite Mr. ******** to contact me directly at *** to begin dialogue concerning a possible defect in his current bed.  If Mr. ******** is able to email photos showing the defect, that would certainly help in identifying the problem.

If there are any further questions pertaining to this account, feel free to reach me during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

Consumer Response:

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.

We have already talked with the employess at Metro Mattress on at least 3 separate occasions regarding their mattresses being of poor quality and sinking in and giving us back problems and neck pains.  During these conversations, including when we traded in and spent more money on this second mattress (which also started sinking in within 2 weeks of purchases), we were misinformed from the manager and other employee regarding their warranty information and return policy.  Because they obviously give us wrong information, we don't trust anything they tell us.  As far as the business (Metro Mattress) responding through the BBB and saying that we can send pictures of the indentations, they are being ridiculous. We had notified the company by the 3rd week of this mattress sinking in, so we could've traded for another mattress during that time before that supposed proof was even needed. But they are missing my point- I don't want a trade. I want my money back because every mattress that they sell in their store received poor ratings online (and yes, we called and got hte name of every type of mattress sold in that Batavia store and looked up every single one). The two types of mattresses that we want to purchase are not sold at Metro Mattress, so all that's going to keep happening is that we will have to keep proving the sinking in problem, having back and neck pain, and keep trading poor quality mattresses for more poor quality mattresses.  I no longer want to deal with this company and their wrong information that they tell us and just want our money back so we don't have to be in pain.  Thank you.

Regards,

******* ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a mattress on 10/24/2010 it is a Sleep Sense Spring Air mattress. It is covered under warranty. The bed is defective. A third party insurance company came and took a look at the mattress. They deemed it defective and so did Metro Mattress. Upon arriving in the store to get our new mattress we were told they no longer make our model. They then offered us another bed that they said was "comparable". It is NOT. Our bed is a independent coil and Visco combination , High Profile and Visco "pillow" Top. They offered us a 6 inch LATEX mattress and told us that is the ONLY bed they would offer us, BUT if we wanted to take out a line of credit with us they would be happy to help UPGRADE us. Also, if we wanted to pick out a different mattress other than the one offered to us we would get a 1200 credit and NO sales would apply! Our current mattress was on sale from 1900 when we bought it and we paid 1587.73! The store manager said he would call corp. and try to get it resolved. I waited from December 29 til January 4th to speak to him again. I stopped into the store and the manager told me to stop wasting his time. There was nothing he could do. He agreed that the mattress was not the same quality but his hands were tied. Our mattress was expensive and we worked hard, waited and saved for it. We did not think we would have to purchase another one for many years.

Desired Settlement: We would like our bed replaced with the "middle of the road bed" like we purchased not the low end bed like they were trying to give us. When we purchased our bed there were three options a Low End, Middle End and High End. We purchased the middle end bed. When we got to the store for the replacement they had three beds from the same manufacturer all LATEX, but only offered us the LOW end Latex style mattress. Another option is we would like a credit for 1587.73 so we can purchase another mattress from a different manufacturer at the store.

Business Response: I did have a conversation with Ms. **** before receiving this complaint.  We were able to clarify the issue and have worked out a replacement model that Ms. **** feels more comfortable with.  She is scheduled to receive the replacement on Saturday 01/19/13.  It is always the intention of Metro Mattress to listen and react to any issue our customers have.  We are pleased that we were able to work out a solution for Ms. **** outside of the standard warranty coverage.  If there are any further questions or concerns pertaining to this complaint, please feel free to reach me during normal business hours at ###-###-####.


Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

Consumer Response:

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,

*** *** ****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/14/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased mattress in 2010 and 2011 found to be defective by Metromastress only after begging that they send some one from the store after MATTRESS MARSHAL said nothing was wrong.Mattress was replaced with a different mattress because the one I had purchased was no longer available.Now mattress sinking again and again MATTRESS MARSHALL said nothing wrong.I'm sure that this what they are paid to do in order not to honor warranties.

Desired Settlement: Refund of purchase price of $2759.99 plus tax.

Business Response:

This email is in response to the complaint filed by Ms. **** ******** (ID #*******).  The nature of this complaint pertains to a recent warranty claim on a mattress.

The warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

Metro Mattress did have Ms. ********** mattress inspected in order to properly file a warranty claim with the manufacturer on her mattress.  Upon review of the in-home inspection of Ms. ********** mattress, the manufacturer ascertained that it did not meet the requirements listed in their warranty to be deemed defective and subsequently denied the request for replacement. *** ******** did request a formal denial be sent to her.  Metro Mattress made this request of ******* ******** **. (the manufacturer of Ms. ********** mattress) and they did relay to Metro Mattress that they would mail her a formal letter.

Metro Mattress does invite Ms. ******** to keep in contact with Metro Mattress in the event that there are any changes in the mattress.  The guidelines of the manufacturer’s warranty are very specific, and if we are able to show that the mattress has exceeded those guidelines, we will certainly make sure that the manufacturer stands behind their warranty guidelines.  However, until such a time as Ms. ******** can show a defect, the manufacturer cannot offer her a replacement.

If there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####. 

Respectfully,

**** ** ***** ***

Director or Service & Procurement

Metro Mattress 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. Blatant Dishonesty. Salesman (MGR) offered refund within 30 days  to secure sale + denied same less than one week later. 2. Sold poor / defective product with tag cut off at inflated price. 3. Had to spend an additional $140.00 to exchange product (mattress). 4. Replacement mattress cost over $760.00 with tax and fees, including no box spring + is of marginal quality. I preferred my old bed of 10 years. There was no apology or admission of wrongdoing. We had to confront the MRG/Salesman + bargain to spend more  money + the final result is an extremely overpriced below average product. I have no desire to deal with this company again to "make things right". 

Desired Settlement: An apology and partial refund and less than an A+ rating for them to brag about in the future. 

Business Response:

This email is in response to the complaint filed by Mr. ****** ******** (ID #*******).  The nature of the complaint concerns Mr. ********** recent purchase and exchange due to comfort.
     
I am sorry to her that the first mattress selected by Mr. ******** was not up to the standards he expected.  He did try the mattress in our showroom, and made the selection himself.  Metro Mattress does offer a Comfort Exchange program to the small percentage of customers that find they prefer a different mattress after they have had the chance to use their first choice.  The terms of the Comfort Exchange policy are explained in full on Mr. ********’s receipt.  The receipt also clearly states that Metro Mattress does not return goods for refund.  Mr. ******** was in possession of these policies for more than 3 days before taking his first delivery.  This is a more than reasonable amount of time for Mr. ******** to familiarize himself with these options and policies.  To respond directly to Mr. ********’s accusation, we feel it to be quite difficult to be “blatantly dishonest” when our complete policies are furnished to the consumer in writing.
   
Mr. ******** did avail himself of a Comfort Exchange and again selected the model in our showroom.  Mr. ******** tried the bed, and was well aware of its comfort level.  The mattress he now has in his home is certainly not of inferior quality as it is part of the Beautyrest collection by Simmons which is Simmons’ flagship premium line.

Metro Mattress does respectfully take umbrage with Mr. ********’s accusation of the Better Business Bureau’s ratings being untrustworthy.  Metro Mattress works hard to maintain our A+ rating by addressing our customer’s issues quickly and effectively.

If Mr. ******** feels that there is a problem with his mattress that the manufacturer would deem as defective under the terms of the Manufacturer’s Limited Warranty, then Metro Mattress will gladly aide him in filing a warranty claim.

If there are any further questions pertaining to this account, please feel free to contact me directly during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

Consumer Response:

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.

Dear Better Business Bureau,                                                                                                                     

November 27, 2012

Attention: ******** *********:

This is a follow-up letter in regard to complaint ID *******.

After reading the message from the business involved and talking personally on the phone to Mr. ****, please be advised there is no satisfactory resolve in this matter.

Mr. **** and I engaged in two separate conversations that were contentious and hostile. Mr. **** made a long string of defensive remarks revolving around the rights and merits of Metro Mattress, with little regard for the rights and concerns I have as a consumer. The over emphasis on company policies to the exclusion of considering any exceptions whatsoever indicate to me that the company's bottom line is money. The blatant dishonesty on the part of the salesman was a mute point with Mr. **** because he refuses to address the possibility. By default, he condones the use of deception as long as it cannot be proven and as long as the company can hide behind a no fault contract. His “offer” consists of nothing more than a manufacturer's warranty inspection at no cost, which, according to the salesman, was available to us regardless. The supposed 30-day refund period, the superior warranty coverage, day early “sale” and the A+ Better Business Bureau rating were all selling points the salesman used to secure the sale.

Mr. **** points out that we had over 3 days to familiarize ourselves with the company's policies. We bought the first bed on Oct. 5th and it was delivered promptly within 3 days, unlike the exchange, which took 5 days to be delivered. Like a lot of consumers, we discovered the legalities the hard way. In any case, as I clearly stated, we were given a verbal offer at the point of sale by the manager of the store, giving us the option for a refund within 30 days because he said he was confident “it would not be an issue.” In reading the contract after the fact, he had no right to make that offer, as the company's contract states it has no obligation to make good on any verbal agreements made by employees. Furthermore, after reading the endless details on the Metro Mattress contract, rife with fine print, it is obvious the length to which this company has gone to cover its legal behind.

It is my contention that Metro Mattress and certain employees are complicit in deceiving ignorant, trusting customers who will have no legal recourse once they discover they have been duped into buying an over-priced and quite possibly poor quality and/or defective mattress that cannot be easily returned and ideally never refunded. If the customer reads the small print and acts quickly, one exchange is allowed within a two week time period, not coincidentally at additional unwanted expense.  Even then, we might have dropped it if the “Comfort Exchange” was actually comfortable. The springs poked through the padding from day one, would appear to be loose or broken, and the mattress has almost no support after only one month.

To save Metro Mattress the trouble, I will quote their likely response to issues like ours, based on quotes they've used in response to previous complaints:

“First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.”

“Metro Mattress' goal is for our customers to completely understand the terms and programs offered with their purchase.  All of the policies involved are given to each customer on their receipt in an effort to ensure that Metro Mattress is forthcoming with all such information.”

I find the propensity of Metro Mattress to shift the responsibility for selling poor merchandise onto the Manufacturer to be an unethical way of doing business. I reject their claim to be forthcoming with customers, even to the point of purposely using deceptive business practices. This wrongdoing is compounded by an utter failure to acknowledge or compensate for such.

After careful consideration, I have accepted the “free” offer to inspect our mattress for defects: namely, that the springs (or coils) can be felt through the padding and there seem to be broken or loose springs. In any case, it certainly doesn't live up to the Simmon's BeautyRest reputation. I retain the right to cancel said appointment, and/or pursue further action regardless of the outcome of an assessment, or the lack thereof.

This uncomfortable “upgrade” was selected as our “Comfort Exchange,” at added cost, to replace the first bed which appeared to be a poor quality and/or defective mattress, and for which we initially sought the falsely promised 30-day refund offer five days after purchase. The Simmons replacement mattress was one of the few remotely in our price range. Frankly, we would still prefer to receive our first request for action. That is, a refund...of exactly $767.85, the total amount paid.

If the company wishes, they are free to pick up the UNSTAINED nearly new mattress in question pending prior notice and with re-payment in full before taking possession of the merchandise.
Originally we would have accepted a partial refund-- if we had been treated fairly and respectfully.

Sincerely,

*** *** ****** ********


Follow-up on Complaint ID *******

November 30, 2012

******** *********:

1. Our complaint is not resolved.

2. I have been instructed to wait for the outcome of the "report" filed concerning the inspection of the mattress:

The inspector was courteous, but I was extremely put off to discover he was not an impartial 3rd party inspector, contrary to what I had been led to believe when I inquired about warranty coverage at point of purchase and again today by an unsuspecting Metro Mattress salesman. We were told that Metro Mattress outsources to "Mattress Marshals" inspectors, which, after checking, isn't even listed in the *********, NY area. Upon inquiry, (after the inspection) I was informed by Mr. **** that he had opted to send out a Metro Mattress employee from corporate instead of "outsourcing" to a third party.

Mr. **** would not give me the inspector's last name when I asked. However I was expected to let the inspector in my home and in my bedroom. The "inspector" indicated that the only way he could be sure there might be something wrong with the mattress springs was to move it into the living room and put it on the floor. He had already inspected the boxes beneath, which were fine, and the wooden base beneath (and all our private belongings underneath) when I said I did not want him to put the mattress on our filthy carpet where we keep our indoor/ outdoor dog. Not to mention the possibility of damaging the mattress and voiding the warranty because of space issues (a 1024 sq. ft. house). By this point, I realized the squeaky, popping springs would probably be blamed on the (wooden) base beneath the boxes, so I was ready to end the inspection. I asked him to document what we thought was wrong with the bed and he did.

3. I have no confidence in this report accomplishing anything except to go through the appropriate motions. I asked Mr. **** twice why I did not get a copy of the report I signed regarding the inspection.

4. I have also been in touch with the Manufacturer and am waiting to hear from a Simmons' representative in the area. I plan to discuss this situation with someone besides Mr. ****, since I feel our conversations are exactly as he describes, "AN EXERCISE IN FUTILITY."

Thank you for your consideration in this matter,

*** *** ****** *********

Business Response:

I am sorry to hear that Ms. ******** has such a sour taste in her mouth over Metro Mattress.  I will once again state that Metro Mattress executed our contract with Ms. ******** exactly as agreed upon.  Ms. ******** chose the first mattress she purchased and had delivered.  She did not purchase not over the phone.  She physically saw the model and made her purchase.  Ms. ******** did receive a significant discount on this purchase.  Upon using the mattress, she felt that maybe the quality she selected was not as high as she would maybe prefer.  Thankfully, Metro Mattress does have a Comfort Exchange policy for consumers in this position.

Ms. ******** exercised the Comfort Exchange policy and then again selected the new model, in person, and Metro Mattress delivered it to her home.  Metro Mattress’ Comfort Exchange policy is etremelly clear concerning the price structure of merchandise under this program.  To receive the model currently in her home, Ms. ******** should have paid an additional $299.00 plus the $99.99 Comfort Exchange fee.  Metro Mattress made an exception for her, and she paid $41.00 plus the $99.99 Comfort Exchange fee.  Another $258.00 savings.  Regardless of Ms. ********’s position on Metro Mattress, this was done in the spirit of good customer service.

Ms. ******** relayed to Metro Mattress that she believed there was a problem with the mattress she currently has in her home.  In yet another attempt to try and best serve her, Metro Mattress had her mattress inspected.  I used a metro Mattress inspector instead of a third party inspection company in an effort to address the situation as quickly as possible as the third party company can take 2-3 weeks to perform the inspection.  Again, contrary to Ms. ******** theories, the information gathered by my inspector is the same information that the third party company would have collected.

On inspection, there was no sign of defect or abnormality in the mattress.  In my conversation with Ms. ********, she was very honest in explaining to me her budget.  The mattress that she currently has fit within her budget, once Metro Mattress was able to find the discounts she was given.  Ms. ********’s statements concerning Metro Mattress tricking consumers into purchasing “over-priced”, “poor-quality” mattresses is frankly without merit.  The model in her possession now is a part of the Simmons Beautyrest collection, which has been the flagship line for Simmons for more than 100 years.

At this time, Metro Mattress does not find grounds to grant Ms. ********’s request for a refund.  We have tried our best to service the account.  If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/14/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Dear.Metro Mattress Your company already Approved a replacement Mattress for me, and when your delivery drivers came they said that they can't take the Mattress because it has a "STAIN",there are no "STAINS" on my Mattress...

Desired Settlement: My new Mattress delivered as Promised...

Business Response:

This email is in response to the complaint filed by Mr. ******* ******** (ID #*******).  The nature of the complaint concerns a warrant exchange that was delayed due to a spot or stain on Mr. ********** mattress.  This complaint was filed before Mr. ******** allowed us a chance to discuss the situation.  Metro Mattress did exchange his mattress on 10/31.  The complaint has been addressed and rectified.

If there are any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service and Procurement
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I HAVE HAD MULTIPLE WARRANTY EXCHANGES FOR ISSUES WITH BOTH MATTRESS AND BOX SPRING. I HAVE JUST RECIEVED WITHIN THE LAST FEW MONTHS A NEW WARRANTY MATTRESS WHICH IS UNLIKE ANY MATTRESS I HAVE EVER HAD. IT IS ETREAMLY STIFF AND THE BOX SPRING WAN BROKEN TWO OR THREE DAYS AFTER RECIEPT. THEY DID REPLACE THE BOX SPRING AGAIN BUT AGAIN THE WOODEN SLATS ARE BASICALLY FALLING OFF (UNSTAPLING FROM THE BOX) I AM VERY DISSATISFIED AND WITH CHRONIC BACK AND HIP PAIN THIS BED IS EXTREAMLY TOO STIFF. I WANT A BED THAT WAS AS COMFORATABLE AS THE TRUMP ADDITION MATTRESS THAT I HAD.

Desired Settlement: I WOULD LIKE THE TRUMP ADDITION BED THAT I ORIGINALLY WANTEDS THAT REPLACED THE OLD TRUMP ADDITION BED.

Business Response:

This letter is in response to the complaint filed by Ms. **** ****** (ID #*******).  The nature of the complaint concerns issues with the Manufacturer’s Warranty on the product.

First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.  
If there is a defect in the current foundation, Metro Mattress will certainly make sure that the manufacturer hold up the terms of their warranty and replaces the foundation in question.

If there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####.    

Respectfully,
**** ****
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/30/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a mattress with a 20 year warranty, after 5 years is is defective. After two trips the delivery people still insist there is a stain that voids the warranty, but the stain is only visible to them, not to anyone else. In addition, the warranty makes no metion of stains voiding the warranty.

Desired Settlement: Since they will not honor their warranty, a replacement mattress is no longer acceptable. If we have a problem with the new one we can expect more hassle from them

Business Response:

This email is in response to the complaint filed by **** ******** (ID #*******).  The nature of the complaint concerns the attempted replacement of her mattress under the terms of the manufacturer’s limited warranty.

First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.

Metro Mattress did attempt to replace Ms. ********** mattress on 2 occasions.  On each occasion, Metro Mattress found a stain on the mattress.  Ms. ******** did acknowledge the stain on the first delivery, and informed us that it was “cat vomit”.

Contrary to Ms. ********** statement, the manufacturer does have a clause in their stating that stained bedding will not carry warranty coverage due to sanitary issues.  Again, this is a guideline set by the manufacturer, and not Metro Mattress.  Metro mattress did explain this to Ms. ********, as well as explaining that we were not going to inform the manufacturer of the stain.  Had we done so, the manufacturer would mail her a letter cancelling her warranty coverage all together.  I personally went so far as to tell Ms. ******** that I was confident we would ultimately get a positive resolution to her account.  The staining of the mattress was the customer’s responsibility, and we were doing our best to “pull some strings” and get her the replacement mattress.

I am pleased to report that we were able to get the manufacturer to agree to exchange the mattress as-is.  I have scheduled the re-delivery for Friday 10/19/12.  If there are any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/19/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a matress from Metro Matress May 2010 and paid ALOT of money for it. They offered free delivery. Now I have these bumps in the mattress and when I went into the store they came right out and said "This matress has been replaced" They must have been having alot of returned or problems with this mattress. The mattress is under warranty but they want me to pay $40 to exchange it. I understand that the mattress has to be returned to the manufacturer but why are they making US pay for it. The charges should be put onto the manufacter of the mattress. Is it my fault that they made a bad mattress? If the place where they purchased the mattress from does not stand behind their product then why do I have to be the one to pay for their bad product. MAke the manufacter pay to have the bad mattress picked up. This to me is VERY BAD customer service and people need to be aware of the kind of service they provide on product purchased from their store.

Desired Settlement: I do not feel I should have to pay the $40 to have this mattress replaced. Go after the manufacter.

Business Response:

     This email is in response to the claim filed by ***** ******** (ID #*******).  The nature of this complaint pertains to Ms. ********’s disagreement with the delivery fee in relation to her warranty exchange.

     First it should be made clear that the warranties on all bedding sets purchased through Metro Mattress are furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

     Like many consumer product warranties, the manufacturer does have specific guidelines as to what is covered, and what is not covered.  The following is printed in the Therapedic warranty:

 

“The Therapedic warranty does not cover items such as, but not limited to:

·         Transportation and inspection costs”

 

     Metro Mattress does make every attempt to make the warranty claim process as painless as possible.  Our delivery fee of $39.99 is far less than what it actually costs Metro Mattress per stop for a delivery.  We do feel that it is a minimal expense in relation to what it would cost to deal direct through the manufacturer. 

     I will also set the record straight in regards to Ms. ********’s accusation that “this mattress has been replaced” due to any issue with the product itself.  Every year, all models are discontinued by all manufacturers and new models are introduced.  The model purchased by Ms. ********, as well as other others in that “model year” have been changed several times since her purchase.

     Metro Mattress feels that we have serviced Ms. ********’s account to the best of our ability.  We were able to convince the manufacturer to skip the in home inspection based on photos submitted by Ms. ******** and process the claim with an approval from that manufacturer in a very timely fashion.  However, the delivery fee does remain.

     If there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####.

Consumer Response:

I am writing to you now because I do not feel that this has been resolved in the matter that I feel is correct.  I have agreed to pay the delivery charge because I feel I have no choice. I have a mattress that I paid ALOT of money for and it now had lumps in it.  As far as them by passing an In Home Inspection , I would WELCOME them to come and see the mattress. It is defective.  What I tried to tell them, was why am I the one that has to pay for the delivery?  I feel the manufacturer should be responsible for this charge and Metro Mattress should charge them for having to go and replace a mattress that is defective.  I believe this is very poor customer service and if Metro Mattress stood behind their product they would charge the manufacturer and NOT the consumer.
My main reason for this complaint is to let the public know what kind of customer service Metro Mattress has and I will not recommend them to anyone. 
So to have this listed in the BBB report that this has been resolved, I do not feel this is correct.  The only way this is to be resolved is for Metro Mattress to charge the Manufacturer for the delivery charge.
Thank you very much for your assistant in this matter. I guess I have learn a BIG lesson...1st DO NOT shop at Metro Mattress, and make sure you know that when you pay alot of money for something make sure you know that they will stand behine the comsumer and not the maufacturer.


***** ******** 

 

Business Response:      Once again, let me apologize for Ms. ********** dissatisfaction with the terms of the warrant as it is set forth by the manufacturer.  However, her dissatisfaction does not alter the terms of said warranty.  Metro Mattress has upheld all obligations of the retailer and the manufacturer in Ms. ********** warranty claim.  Ms. ******** is demanding something that she is simply not entitled to.  Please see my original response and the quotes guidelines taken from the warranty that is between Ms. ******** and Therapedic.

     Again, if there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####.

Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a mattress with a 10 year warranty. Since the purchase the mattress has proven to be anything but a good product. I was told that this particular mattress was a factory defect and to take pictures of the mattress and submit them. I was issued an exchange warranty because of the defects that were proven from the pictures. When the delivery men came to do the exchange I was told that they could not except the mattress due to some small stains. To me they were just normal wear and tear from the past 5 years. I do not think they should disallow this exchange because this has nothing do to with why the product is defective. I paid a premium price for this mattress and feel this is unreasonable.

Desired Settlement: I would like the mattress replaced as agreed upon originally.

Business Response:

This email is in response to the complaint files by Ms. ******* **** (ID #*******).  The nature if the complaint concerns a warranty exchange that was unable to be performed.

First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  Due to the fact that the warranty on Ms. ***** mattress is not held by Metro Mattress, we must adhere to the guidelines set forth by the Manufacturer’s Limited Warranty, and only offer replacement with the approval of the Manufacturer.

One major stipulation of all mattress manufacturer warranties states that the mattress must be free of stains to be valid.  Metro Mattress was initially able to procure an approval for the exchange of Ms. ***** mattress based on photos that she emailed to our Corporate Offices.  Although this did dramatically speed up the approval process, it did not allow us to have an inspector examine her mattress in her home, and report any stains noted on the mattress.

Technically, the manufacturer reserves the right to void all warranty coverage based on stains found on a mattress.  However, in an attempt to best serve our consumer, Metro Mattress has withheld all information concerning stains from the Manufacturer in question.  Our hope is that Ms. **** can remove the stains.  In that case, Metro Mattress is willing to try again to execute the exchange.

Although we can certainly appreciate Ms. ***** frustration with the situation, Metro Mattress does not have the authority over the manufacturer’s warranty guidelines.  Information of this regard was left as a response to a complaint Ms. **** posted on Facebook, and I also personally left a message at her home so that we can discuss this matter further.

If there are any questions pertaining to this account or response, please feel free to contact me during normal business hours at ###-###-####.
 
Respectfully,
**** ** ***** ***
Director of Service & Procurement
Metro Mattress Corp.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  ****, the service manager at Metro Mattress contacted me.  He was pleasant and understanding to my situation.  He explained to me that it really is not his company that these standards have been set by.  He told me that he did not want to see my unhappy and did not want me to walk away with a negative feeling about Metro Mattress.  He made some phone calls and was able grant me the exchange on my mattress.  I am extremely grateful to **** for doing everything he could to help me.  Thank you ****.

Regards,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a floor model twin sized Simmons Beauty Rest Mattress on February 18, 2012 at the Clifton Park Metro Mattress located at 22 Clifton Country Road Store #155. The Salesmen were named **** and ****. We had a long discussion with them about the fact they we wanted a warranty included with the mattress we were purchasing and they told us this mattress came with one. Fast forward to the beginning of July when my son started complaining about a huge lump or ridge in the middle of his mattress. I called the Clifton Park Metro Mattress and explained the situation. They told me to come in to initiate the warranty paperwork. When I came in to do this I was then told I did not have a warranty because this was a floor model. I explained what the salesmen told me about having a warranty and that I would not have purchased this mattress otherwise. The manager (also named ****) believed us and he told us he was sent to this store to “clean it up”- He contacted with **** **** (Syracuse HQ’s) and they said they would honor the “Warranty”. I also have emails from **** ****’s Associate ********* ***** asking us to send digital pictures of the mattress and the foundation the mattress sat on. We complied with all of these requests and received another email stating: Hi ******, I did receive all of your photos and approved you for a replacement on Friday. The store should have called you. You can contact them and set up your replacement mattress at any time. Please let me know if you need anything further. Thank you, ********* ***** Customer Service Dept. Metro Mattress ###-###-#### office ###-###-#### fax **** from the Clifton Park store then told us we needed to pay another delivery charge which we paid. He said they would be there on that Saturday to deliver the new mattress. When the delivery men arrived they looked over the mattress with a fine tooth comb and then announced that they were not going to take the mattress because they saw a microscopic “shadow” on the mattress and said the company would not allow them to take the mattress back. I was baffled because I did not see anything. I told them I was approved by ********* ***** and **** **** but that did not make any difference to them. I asked what we could do and was told that if we get “******* *******” in to clean the mattress they would then be able to take the mattress. We did as instructed and Manager **** (Clifton Park Store) saw the receipt from ******* ******* and added to the work order and our receipt “Warranty Approval –Mattress cleaned by ******* ******* and is now sanitary. Please remove old set.” Another set back was that when ******* ******* cleaned the mattress it was white when wet but dried with mineral deposits on the pillow top fabric which we did not notice until Metro mattress came again to pick up the mattress. Metro Mattress refused to take the mattress a 2nd time. We called ******* ******* back who said that this sometimes happens when they clean the mattress and they had a spray they could put on to bring the color back to white. We did that and it looks completely white to us. Metro mattress came back today and refused to take the mattress again because the driver felt where the bump or ridge was seemed darker white then the rest of the mattress. “There is nothing wrong with this mattress in terms of color and everything wrong with Metro Mattress process of warranty procedures.” We have done everything asked of us to try to facilitate the replacement of a mattress that was misrepresented from the beginning,

Desired Settlement: There is something called Equitable Relief under the Law and I want either a new mattress or my money back quickly as my son has been sleeping on the sofa bed in our living room for over a month. ****** ******

Business Response:

 This email is in response to the claim filed by ****** ****** (ID #*******).  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.  Due to the fact that the warranty on Ms. ******’ mattress is NOT held by Metro Mattress, we must adhere to the guidelines set forth by the Manufacturer’s Limited Warranty, and only offer replacement with the approval of the Manufacturer.

One very specific guideline of all manufacturer warranties states that any stain can void warranty coverage.  Upon learning the Ms. ******’ bed was stained, Metro Mattress decided not to report the issue to the manufacturer.  Had we done so, the manufacturer would have been within their rights to cancel all warranty coverage on this mattress.  This allowed Ms. ****** the opportunity to clean the stain, an opportunity that would not have been offered from the manufacturer.

We can certainly appreciate Ms. ******’ frustration with this matter, however Metro Mattress does stand by our decision to help Ms. ****** get an exchange even though the terms of the manufacturer’s warranty had been broken.  Metro Mattress did complete the exchange of Ms. ******’ mattress on the same day that this complaint was filed.

If there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####.

 

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress

Consumer Response:

This is to let you know that our situation with Metro Mattress has been resolved.  We appreciate your assistance in this matter. 

 

Respectfully,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a mattress and box springs from MetroMattress in April 2012. The set I chose was selected on the advise of their salesman. The person I purchased it for is over 400 lbs, and I was concerned that the set would not hold up. The salesman assured me it would. The box springs purchased collapsed within 2 months of purchase. MetroMattress has told me they would replace the box springs, but given the results of the first one, another will not do. They refused to give a refund.

Desired Settlement: Removal of purchased set (Mattress and box springs) with full refund.

Business Response:

This email is formal response to the complaint filed by ***** ******* (ID #*******).  The nature of the complaint concerns a product that was approved to be replaced.

It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

According to our records, Ms. ******* has already taken delivery of the replacement foundation, therefore this complaint should be filed as satisfied.  If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.

Respectfully,

**** ****

Director of Service & Procurement

Metro Mattress

Consumer Response:

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.

I did receive a new box springs from Metro Mattress on July 21, 2012.   Only 1 week later we checked the box springs and found that the bottom spring support had snapped. It very clearly will not support the weight of the person sleeping on it.

We were told by Metro Mattress that purchasing a new bed frame with a center support would fix the problem.  The frame we used had a center support perpendicular to the one they said we needed.   We were not told we needed such a bed frame when we purchased the set.  We found out the specific bed frame model they recommended, bought it at another store, and had it ready for the new box springs.

The salesman from Metro Mattress sold that set to us (I brought the person who would sleep on it with me to find the right set), specifically because it would hold up to a 400 lb+ person. I feel we were misled just to make a sale.  The sales person no longer is employed by Metro Mattress.

My husband called the manager of the store, ***** ****, 3 times in the space of 5 hours today, and each time Mr. **** answered and told my husband he would call him back, but never did. 

I expect to receive my original claim of the full  refund purchase price of the bedding set, with Metro Mattress to pick up the damaged set.  

Regards,

***** *******

 

Business Response:

Since the time of this rejection, the customer did accept another replacement of the foundation.  Delivery took place on 08/04/12.  Additionally, Mr. ******* did state that his intention was to personally modify the foundation to further reinforce it due to the unique circumstances concerning its use.

This complaint has been addressed, and the customer has accepted the outcome.  If there are any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/23/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new mattress and bottom support from metro mattress 4/19/12. Shortly after I started using the bed it developed a low spot in the mattress. I went back to the store and told them about it. They later sent out ****** from the store to look at it. She agreed that there was a problem with the bed. Shortly after that they changed their mind and said the metal bed frame had no center support. I bought their best metal support and it made no difference. I even offered to spend more on a better bed set. So far all they are saying is the same thing, that there is no defect. ***** ****** ************

Desired Settlement: The price of the bed was $388.00 and the new frame $108.00. I wish to have them remove the bed and give me a refund or upgrade to a better one.***** ****** ************

Business Response:

This email is a formal response to the complaint filed by Mr. ***** ***** (ID#*******).  The nature of this complaint pertains to a manufacturer’s warranty claim denial.

First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

Upon review of the in-home inspection of Mr. ******* mattress, the manufacturer ascertained that it did not meet the requirements listed in their warranty to be deemed defective and subsequently denied the request for replacement.

Metro Mattress does invite Mr. ***** to keep in contact with Metro Mattress in the event that there are any changes in the mattress.  The guidelines of the manufacturer’s warranty are very specific, and if we are able to show that the mattress has exceeded those guidelines, we will certainly make sure that the manufacturer stands behind their warranty guidelines.  However, until such a time as Mr. ***** can show a defect, the manufacturer cannot offer her a replacement.

If there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####.   

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress Corp.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Called ahead spoke to **** to see if they would still honor sale priceof a serta queen size memoryfoam mattress. **** says absolutely get here by 6 pm and I will get u that mattress at that price.so I make sure I'm there by 5:30 .there was another customer ahead of me so I waited for over an hour during the whole time **** continued to reassure me that as soon as he was done he would write me up and I would b taken care of.however, wen my turn comes **** then informs me of the fact that he screwed up( his words). He then proceeds to call at least 2 seperate bosses and tells them how he "screwed up and made this guy come inand now I can't help him". ******* ******* his supervisor tells me too bad everyone makes mistakesand I basically will receive nothing not even a comparable model at that price because she stated as follows, "I apologize for that but everyone makes mistakes and we don't have to give u another mattress for 399.00". Her tone while making this statement to me was that of sarcasm. There was a follow up call by me to corporate offices next day the concencus was well if we left such a bad taste in ur mouth then maybe u should shop some place else. Reznicks is back !!! BEWARE

Desired Settlement: A real business person would have tried to at least make gud on their employees mistake let alone my wasted due to that employee the resolution was to upsell me I want the queen serta mattress I was assured by their employee corporate not interested

Business Response:

This email shall serve as formal response to the complaint filed by Mr. ******* ******* (ID #*******).  The nature of Mr. ********* complaint pertains to his request to have a sale price honored after a sale had ended.

As I had stated previously in a telephone conversastion, I apologize to Mr. ******* for the error made by the Sales Associate at the store.  In speaking to Mr. *******, he does understand that the price quote error made by the associate was an honest mistake, and no malice was intended.  Unfortunately, the price that Mr. ******* was seeking on a particular model was no longer available.  In several conversations with different members of the management team at Metro Mattress, Mr. ******* did voice his displeasure with the chain of events.  So much so, that I felt he would be happier taking his business elsewhere since he disliked our organization so strongly.  I am sure anyone can understand that in this day and age, no company wants to turn away business.  I again apologize for the error made by the store.

In response to Mr. *******’s desired settlement, Metro Mattress did offer his a discounted price as a gesture of good faith.  No money changed hands, and no attempt to “upsell” was made.

If there are any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

 

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress

Consumer Response:

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.

Complaint not resolved the gentleman in the letter is at least dishonest his employee made me wait around for over an hour kept assuring me he would right me up as soon as he was done with other patrons I showed utmost patience even after he picked up the phone and admitted his mistake in informing me he could honor the price they were available however once the last customer left and it was time for me all of the sudden he couldn't do it he called two people and openly admitted in his words he screwed up bad and instead of giving me comparable choice or ordering it was immediately a more expensive brand but not price I was given. To me it became clear this was a form of bait and switch when I mentioned thay to his boss he became offended and brushed me off and was very condecending. I have begun my campaign to inform all of their practices only to find I am not the only one. Their business practices are shady in my and many others opinion all I wanted was what I was promised was not delivered and yes it was a mistake but it was bigger inconvenience to me in time aggravtion and the bosses solution was to b condescending to me and tell me because I was so unhappy I should take my business elsewhere this is far from resolved

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/17/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/5/2011, I made arrangements to purchase a mattress set from a salesperson named *****. At the time I mentioned that I already had a metal frame. She said that this particular set came with a 'compatible base' and if my frame was insufficient, the delivery people would dismantle it and put aside. On 10/4/2011 the new set was delivered. After the old set was carried out I mentioned the old frame. The delivery person said they had to confirm a perfect fit with the new base before dismantling. The compatible base fit within the perimeter of the old frame and the new set was dropped into it. After situating they went outside again, I thought to get some tools. Instead they drove away.

Unfortunately I have a rather hectic schedule and do not own a hands free telephone. It is very difficult for me to have excessive time periods to hang around the house waiting for return calls. On 10/11/2011 I was getting ready to leave for a long-standing appointment when I received a call from a person named ****** who was doing a customer survey. I advised her about the problem and my dissatisfaction. She said she would 'see what she could do.' Moments later, as I was trying to get out the door, the phone rang again. It was a person named *** who l recognized as someone that I had a bad experience with in the past. Again, I stated that I was on my way out and would call back when I had more time. The next day I cancelled another activity so I could call the store and was able to speak with *****, the salesperson. She said she would 'look into it.' I have not heard anything since.

We do not have flat rate telephone service. We must pay 50cents for every outgoing local call. Doing this every day and /or several times each day trying to reach someone would increase our monthly bill substantially when that person has already been spoken with. As I stated before, my schedule can get very hectic and am unable to wait around for return phone calls. There has now been an accident and someone has been injured involving the metal frame. I do not believe it to be excessive to dismantle this frame which should have been done at the time. As I see delivery trucks for Metro Mattress on the roadway passing our home several times a week I do not believe us to be in an out-of-the-way location. I am interested in either a specific appointment to arrange for dismantling and performed or a refund of $19.99 for not doing their jobs.

Desired Settlement: I am interested in either a specific appointment to arrange for dismantling and performed or a refund of $19.99 for not doing their jobs.

Business Response:

This email shall serve as formal response to the complaint filed by Ms. ******** ***** (ID #*******).  The nature of the complaint concerns Ms. ***** claim that Metro Mattress was supposed to dismantle her bedframe on a delivery more than 9 months ago.

Metro Mattress does not dismantle or remove bedframes as a normal course of our deliveries.  The “Removal” that Ms. ***** circled on the copy of her receipt submitted with this claim states specifically: “Removal of up to 1 complete set”.  It also states “Set = Mattress & foundations(s)”.  Nowhere does it state that a bedframe is included in the removal.

However, as a gesture of good faith, Metro Mattress will honor Ms. *****’ request for a refund of the $19.99 removal fee.  We will issue a refund check, and Ms. ***** can expect it in the mail within 2-3 weeks.  This offer is solely in the spirit of customer service.  It is recommended that Ms. ***** disassemble the bedframe that has been in her room for 9 months now as it is obviously in her way, if people are having accidents.

If there are any further questions pertaining to this account, feel free to contact me during normal business hours at ###-###-####.

 

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/15/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A year ago we purchased a mattress from metromattress there is a manufactures defect in the mattress (it sags more than 2 inches) A inspector came to our house and did the report and took pictures sent the information to serta and they approved for us to get a new mattress. Metro mattress called us and told us they no longer make that mattress to come to the store and see the one they will give us or they will give us a 90% credit towards a different one. We liked the one in the store paid a $40 delivery fee set up a delivery date of May 18 the guys came to deliver the new one and said there were stains on the old one and they cant take it. Mind you THERE ARE NO STAINS ANYWHERE on this mattress it is covered by a Dry tek cover also bought thru metro. The deliver guy couldn't even point to where he claims there is a stain and went on to tell us to clean this invisable stain with bleach/water or lysol/water and anyone who cleans knows this will leave a yellow ring so I told him I will not clean a invisable stain with anything they left and I read the serta pamphlet and it clearly said do not use any cleaning product it will void the warranty. So I think they were trying to get me to make a stain. I called the store and spoke with the manager and he said he will e mail the district manager about the situation and he will call me. On May 20 * the district manager called and said not to worry everything will be taken care of metro mattress takes care of their customers and to send him some pictures of the mattress so on May 21 I did. We didn't hear from anyone so my husband called him on May 24 and * said he will speak with the driver and call us back -haven't headed from him called him again May 30 left a message to call us and let us no what is going on he hasn't called back. I called serta they say the warranty has already been approved and a driver has no say what so ever. Its now 2 weeks and nothing. The mattress is a year old and under warranty .I guess they already got there money anything there after dosent matter. What happened to customer care

Desired Settlement: All we would like is our new mattress yesterday

Business Response:

     This email is in response to the complaint filed by Mrs. * **.  The nature of the complaint concerns the original delivery of a warranty exchange not taking place over a possible stain on the mattress.  I apologize if the drivers were mistaken about the stain as it was certainly not our intention to prolong the warranty exchange in any way.  However, I must relay the fact that the guideline about stains is part of the Manufacturer’s warranty and is not a guideline set by Metro Mattress.  I can assure Mrs. ** that there is absolutely no benefit to Metro Mattress for the exchange to not take place.  In fact, it is quite the opposite.  We incurred the expense of having to make a second trip to Mrs. ** home.

     It is my understanding that the situation was resolved, and the mattress was indeed exchanged on 06/08/12 which should stand as settlement of the issue.

     If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.

Respectfully,

* * *

Director of Service & Procurement

Metro Mattress Corp.

 

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *, and find that this resolution is satisfactory to me. 
Regards,
 * * *

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When exchanging my defective mattress that was only 4 months old I was told the delivery charge is generally waived if under a year old. After picking out the mattress I wanted I was then told I would have to spend at least $250 for the delivery charge to be waived. The salesman also acted like they were doing me a huge favor doing the exchange process for me and then told me "you don't have to get a new mattress" (like I was going to keep the saggy one that I wasn't even sleeping on). It was obvious that I wasn't going to win this one so I ate the delivery charge and proceeded with the exchange. I feel telling me that it would be waived and then telling me I needed to spend more money is very shady, just as bad if not worse than dealing with a car salesman. This may sound frivolous, but I am a man of principle I shouldn't have been told the delivery charge would be waived if they were not going to waive it, and then to tell me "well if you spend $250, we'll waive it is absolutely ridiculous in my opinion."

Desired Settlement: $39.99 delivery charge refund

Business Response:

This email is in response to the complaint filed by Mr. ****** *******.  The nature of the complaint concerns a delivery fee in relation to a warranty claim.  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.

Pertaining to the delivery fee, bedding warranties do not cover service and transportation fees at all, and this is stated in the manufacturer’s warranty literature.  The receipt that Mr. ******* received with his purchase does state the following specifically:

 

“Service and transportation fees are not included in the terms of the Manufacturer’s Limited Warranty.  Metro Mattress requires a delivery fee for the exchange of any approved warranty claim made 60 days after the original date of delivery.  Delivery charge shall be based on the current delivery fee and is subject to change at any time.”

 

This is printed on our receipts to avoid any confusion over the policy.  I am not sure who might have conveyed to Mr. ******* that the delivery fee would be waived, but the specific policy was furnished to the consumer at the time of original purchase.

Even though the delivery fee that was paid by Mr. ******* is a normal fee associated with the warranty exchange of his product, Metro Mattress will gladly refund the delivery charge.  This is being authorized as a gesture of good faith to Mr. ******* in hopes that his complaint can be satisfied.  Mr. ******* should be instructed to bring a copy of this response into the location in which the purchase was made and they will handle the refund at the store level.

If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.

Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress Corp.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We orginally purchased a mattress on 4/21/12 and we were assured that in buying the protective cover, which we did, we would be able to return the mattress for a different one. We were not informed of the $100 restocking fee. We were also given a military discount at the time of purchase and 2 pillows that were supposed to be a bonus to the purchase. When we went in on 4/29/12 to exchange the mattress we were informed that the invoice they had showed that we only had $700 towards the new mattress of our choice and that we would not be getting the military discount on this purchase, as well as the restocking fee we were unaware of. According to our invoice we paid $900 towards the bed and should have that amount credited towards the new mattress. This was resolved satisfactorly... However we were told that we would not be getting the military discount again due to the fact that "we already got it". However with the return of the mattress they were in effect taking the discount back, since we then had to pay the difference for the new mattress. Essentially buying the new mattress at full price. The $100 restoocking fee was waved as we upgraded the new mattress at least $500. It was very difficult to get the amounts to this point at all, the original salesperson tried to tell us that they couldn't give us the original $900 towards the mattress. Overall the entire experience was every upsetting and not only have they lost a customer but I will also be telling family and friends about this experience. I would like to stress that managers were called so this was not a salesperson issue, more of a company policy mandate problem.

Desired Settlement: We would like the military discount that we are entitled to.

Business Response:

     Metro Mattress strives to ensure that our consumers understand all policies involved with their purchase.  The best way to do so we have found, is to have the policies published on every customer’s receipt.  The policy concerning Comfort Exchanges is specifically addressed on the receipt given to the ******.  The fact that the store and/or Regional Manager waived the mandatory Comfort Exchange fee of $99.99 is certainly a special consideration that was given to the ****** that almost no customers receive.  If the dispute at hand is over $50, as is listed under the “Disputed Amount”, then in the spirit of good faith, we will certainly authorize that discount.  *** ***** should be instructed to visit the location in which the purchase was made with a copy of this response, and they will credit her account $50.  If there are any further questions or concerns pertaining to this account, I can be reached during normal business hours at ###-###-####.

 Respectfully,

*** ****

Director of Service & Procurement

Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My girlfriend ******* *******, stopped in to metro mattress to purchase a bed on march 29, 2012 mid day. she was approached by the manager ***** and was helped throughout the buying experience by him as well. they selected a bed that was suitable to ********* needs. the bed appeared at the store to be comfortable, very soft, bouncy etc. ******* expressed concerns as she has had problems before with buying experiences and employees taking advantage of her, so she asked about warranty and return policies. ***** said clearly that there is a no question 30 day guarentee and if there were any issues to come back and they would take care of it. she signed the paper he gave her and the bed was bought. what ***** did not explain was that there was NO return policy, the bed is a FINAL sale. to exchange they would charge 99.00 & a 39.99 pick up/handling and delivery charge amongst other fees. he also gave her a discount that put this mattress at a sales point were if in fact it was to be exchanged there was no bed comparable to it so in this case, which ended up becoming reality, we would have to downgrade just to get a bed from them and pay the fees we would have accrued during the exchange, thus loosing money. the bed arrived and we received the wrong box spring, we asked for the slim box spring and received the standard box spring. the bed is so high its very hard to get on or off of it, this was the start to our problems. ******* stopped in to the metro mattress next day as she works next door. the employee said that she would need to speak with ***** and sent her on her way. she then went in 1.5weeks later april 18th to express the fact that the bed was hard as a rock, and that she really needed to receive the right box spring. the manager **** said she should wait a week or so to see if the bed wears in and as for the box spring even though it was they're mistake, she would have to pay 39.99 for pick up and delivery of a new one. now she was upset and felt taken advantage of. so i went in the metro mattress location on friday may 3rd 2012 to get this situation figured out. the salesman was laying on a bed when we arrived, the store was vacant, no customers at this point. he seemed nice and concerned and well that was a joke as was the initial sale. when we expressed what had happened he immediately tried to up sell us into something way more expensive. as about 30min went by and i repeated myself over and over stating we cannot spend anymore money on a bed and we will NOT downgrade to a lower quality bed to keep in the price range we were given. he was un helpful, and i asked him to call his regional. he called "****" and **** stated that he could give us 20.00 off the regular pricing of the bed the rep chose for us. i explained to **** as i explained to the rep, the bed we bought was NOT even close to the same comfort as the bed in the store we looked at initally. i also asked him when they swapped the beds out, as if a bed was in the store for a long duration of time, clients jumping/laying on them daily there would be more play in the mattress in turn making it hard for someone to understand what "feel" they would expect on delivery. i also asked him why this specific model wasn't online on ****** mattress website, he replied that this bed is specific to metro mattress through *****. when in fact the bed at hand was at ******* *** ********* and a few other local mattress facilities. he also firmly stated his employees always explain the warranty and fees before sale and the only way that would not happen is if the salesman was rushing to handle other clients. i replied this is 100% what happened and he said that this is an oddity and they cant help us. he also said they have never had a problem in the time period they have been open and they were a++ bbb accredited over and over. i explained that this was a problem and i need to handle it asap. he said he would call me back. we were still in the store and the salesman was becoming angry, he wanted to push us out of the store it seemed and clients were walking in now. he finally snapped on us after i asked to return the mattress and stated "this isn't putting food on my plate, i wanna make money too yanno." as he slammed his body into his chair and grabbed the phone to call the regional back. ******* started crying and left the store as she now knew she had been taken advantage of not only by the slick salesman who was not informative about anything, just looking for a sale, but the mattress that was not only discounted to the point we couldn't even buy another mattress in exchange without spending more, but the mattress wasn't even close to the soft, plush, comfy feeling as the one they sold us and we received the wrong box spring. i spoke with ***** one more time, ***** stated, what would you do if you owned a business and a customer was unhappy. would you take a loss on money to make them happy? to make a sale? i told ***** i do own a company and yes i would take a loss financially and i have numerous times to make a customer happy and keep there business. he said well we DONT do that. he said take it up with the BBB. he then snickered and stated "you know what happens when u file right? i said yes. he said you tell your story and we will tell them the "truth" as we are acredited and have a track record of success. so good luck. i was extremely insulted as ***** was implying that the BBB would not believe me and i was lieing!!? this was by far one of the worst experiences ive ever dealt with especially for a huge franchise. the employees/management and regional dept. were horrible. and simply trying to make a sale instead of helping us on an issue they brought life to from the git go with not only there mislead product, but there un informative employees looking to take advantage of a young girl just to make money. if need be i would like a BBB rep to come see the bed we received to feel what we have explained over and over, then feel the bed they have present in the store. it is nothing alike. plus they stated they take in beds daily as exchanges they remove the protective cover and resell them? that seems highly unsanitary to me, how do they know a customer actually had the cover on? and not just slipped it on to make the return/warranty valid?? not to mention they never clean the beds in the store at the location we were at, there were hairs, spots etc all over individual beds throughout the small facility. they simply have a bed sheet at the end, implying the clients only sit there? he bluntly asked us to lay on the bed. i am truly disgusted. not only are they over priced, the "sale" was a scam, the product was not as shown, the return was NOT a a return, the employee was rude and not helpful, the manager was just trying to make a sale and not informative, the regional was rude, slick and threatening me with trying to make a complaint, but now we have a bed we cannot use. i have a horrible back in fact i have 9 herniations and i explained this to the regional, he even agreed the salesman sold us the wrong mattress. he said a pillow top would be best as we were side sleepers and it would be better on a bad back. please contact us back and let us know what our options are. i'm lost on this and obviously they do not care what so ever.

Desired Settlement: i would either like a refund and apology or a bed for the price we paid as the salesman showed us. the bed shown was the trump pillow top plush mattress. originally 1299.00 as our bed was originally 999.99. i would settle for something extremely close to that bed or i will go else were as there are a ton of mattress places locally with other options in our price range. ultimately i want a bed asap and a smooth transition. i cant go without a bed, especially with my back problems.

Business Response: As I explained to *** ***** today, I cannot apologize enough for the behavior and attitude of the sales team involved with this transaction.  Metro Mattress' goal is for our customers to completely understand the terms and programs offered with their purchase.  All of the policies involved are given to each customer on their receipt in an effort to ensure that Metro Mattress is forthcoming with all such information.  In speaking to *** ***** today, we agreed to work out the situation, and I assumed him that we would resolve this situation to the best of our abilities.  We made an appointment for his girlfriend and him to visit the store this Sunday to look at some alternatives.  If there are any further questoiions pertaining this account, please feel free to reach me directly at ###-###-#### during normal business hours.


Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Letter sent to Metro Mattress see below: We purchased a mattress at Metro Mattress recently and we did not have a good experience. On Dec 23, we tried out mattresses at the Balltown Road location in Schenectady, NY. We found a mattress we liked and purchased it and scheduled delivery for Monday Dec 26. The mattress was delivered and we set it up and did not like the feel to it. It was not as soft as we thought when we tried it in the store. We decided to return the mattress. My wife went to the store first thing Tuesday morning Dec 27. The sales person we dealt with originally **** was not working that day. She talked to ***** and he advised my wife that we could not return the product because we did not purchase a mattress cover. When **** explained to us the option of purchasing the mattress pad, she stated if there was an issue we would have to pay a restocking fee of $100.00. That was not the case. ***** kept saying since I signed the waiver and we did not buy a mattress cover we could not return it. Then ***** have us the impression that we was doing us a favor by allowing us to pay for a mattress cover and the restocking fee then we could get the credit for the mattress price we paid and get a new mattress. So here we are dissatisfied with a product we bought from Metro Mattress and our option is to pay $200 and you would consider allowing us to exchange the product. You have the customer over the barrel since you need a mattress. The mattress was in our house less than 24 hours and it was laid on for all of an hour and ½. I slept on the floor and my wide slept on the couch the evening of Dec 26. I spoke to ***** on the phone and told him that I get the impression Metro Mattress is more interested in making money than satisfying the customer. It got worse. My wife picked out a mattress that was around the original price of the first set. ***** advised us we could not get the $400 off that we got on the original mattress because the sale was over. I pled with ***** to try to get that deduction and again I told I get the impression Metro Mattress was more interested in making money than satisfying the customer. He told me that he would talk to the regional manager and see if they would allow us to get the $400 off. My wife could hear the conversation with the regional manager, ***** *. ***** * first question to ***** was what mattress did pick out to replace the original. I am sure if we picked a more expensive mattress then we would have gotten the $400 discount. She said no way when she found out which mattress we picked to replace it. ***** then stated that we were willing (had no choice) to pay for a mattress pad and restocking fee and her exact words my wife heard her say “No Way, it doesn’t matter.” So we had no choice. We had a product we were not satisfied with and had to pay an extra $518.39. I told ***** that Metro Mattress certainly was not interested in customer service or satisfaction. ***** stated he knows most of his business comes from referrals and I told him he would not get one from us, in fact we would do everything in our power to make sure no goes to Metro Mattress to purchase anything. ***** told me this is how his competitors work as well and I told him it does not matter because the impression I get from Metro is that it is about the money, not the customer. A copy of this letter will go to the State of New York Attorney General Office as well as The Better Business Bureau. It was not an enjoyable experience with Metro and I found the people we dealt with were not interested in the customer. Sincerely, ****** *** ***** ****** Customer ID # *******

Business Response:

     This email is in response to the complaint filed by *** ***** ****** (ID #*******).  The nature of the complaint pertains to *** ******’s dissatisfaction with Metro Mattress’ Comfort Exchange Program policy.  The entire program is explained on *** ******’s receipt, including the fees and changes associates.  The reason Metro Mattress offers the Comfort exchange program is to give consumers like *** ****** an option in the event that they choose a mattress that they end up disliking.  However, the reality is that the offering of such a program is expensive.  Even though *** ****** claims that the mattress was only used for 1 ½ hours, it has still been in his home.  Therefore, we must ship these returns to Clearance Centers across the state to be liquidated at a massive loss. 

     I can assure *** ****** that Metro Mattress does not have consumers “over a barrel”, it is quite the contrary.  Before Metro Mattress had a Comfort Exchange Policy, we were forced to tell consumers in this type of predicament that they had to keep the bed that they disliked.  The institution of the Comfort Exchange Program lifted the level of Customer Service that we offer our consumers.  I must reiterate that the program is not a “money maker” for Metro Mattress.

     As a gesture of good faith to *** ******, and to show that we are not unreasonable, I am willing to waive the $99.99 exchange fee associated with the program.  I do however urge *** ****** to actually use the new bed for a week before making the decision to switch.  Being that the merchandise is brand new, it must break in for a few nights before it will feel like the floor sample.  To lay on it for 1 ½ hours will not give a true break in period.

If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at ###-###-####.

 Respectfully,

**** ** ***** ***

Director of Service & Procurement

Metro Mattress Corp.

Consumer Response:

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.

Complaint Detail
Prior BB Complaint number *******. In response from Metro Mattress, they stated they would waive the fee $99.99 as you can see in the complaint response prior. I contact Metro Mattress personnel to resolve and no response. I have not be contacted or credit with amount stated by Metro Mattress personnel.
Desired Settlement
As promised in response refund of $99.99
Desired Settlement: Billing Adjustment

 

Business Response: I spoke to **** from the company today and before the end of the week, he will take care of the $99.99 as there was a disconnect with this. You can also call **** directly to discuss this with him. The money will be refunded the same was it was received.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a ******* mattress from Metro Mattress. Mattress was defective and approved by ******* to be covered under warranty. I was supposed to have been informed of their decision in writing. I should have received a letter indicating what the replacement product would be. The store I purchased the mattress from has had 3 different managers, none of whom kept documentation regarding my warranty claim, so I have been dealing with **** **** from customer service. Metro Mattress has not given me anything in writing. Metro mattress has still not provided a comparable mattress. **** **** will not return my emails or phone calls. Metro Mattress initially attempted to replace the mattress with a non-comparable model (I was offered a ********** ***** mattress, which is not all-latex). Then they tried to replace it with a smaller, firmer mattress (they delivered a full-sized mattress instead of a queen, and it was more firm than the mattress I originally purchased). When I called to tell them that the mattress they delievered was the wrong size they would not believe me, they told me that either I was lying or the delivery guys were lying, and they asked for pictures to prove the mattress was the wrong size. Then they would not believe the pictures I sent (I have emails which document this). They only believed me after I sent information from the trade label. After admitting that they gave me the wrong-sized mattress, Metro mattress was not truthful about the level of softness of the proposed replacement mattress. I told them that the smaller mattress was too firm, but they promised repeatedly that the queen-sized replacement mattress was the softest available. While they were happy to give me an emphatic verbal guarantee, they would not put anything in writing. I was finally able to determine that the mattress they were offering is not the softest available, but Metro Mattress has refused to do anything about it. **** **** has told me that he will not help me because I agreed to a specific replacement mattress with the ******* regional representative. This it not true. But **** **** will not communicate with me enough to resolve his misunderstanding. I paid almost $5,000 for a comfortable, soft mattress. It has been replaced with a smaller, firmer mattress, but Metro Mattress has refused to correct their error. I have over 6 months of emails which document **** ****'s refusal to return my calls, reply to emails, or rectify the situation. I told him that I preferred to deal with him directly instead of having to contact the BBB, but he has still not returned my calls.

Desired Settlement: Defective mattress replaced with the softest comparable, all-latex mattress.

Business Response:

This email is formal response to the claim filed by ***** ****** (ID #*******).  The nature of this claim concerns a warranty exchange on *** ******** mattress.  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the manufacturer and not Metro Mattress.  All decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

*** ****** is failing to recall that the discussion about the model currently in her home was had with a representative from ******* Mattress Co. (the manufacturer), and not Metro Mattress.  Because the warranty is offered by *******, it falls to the manufacturer to identify and approve the replacement model. 

At no point did anyone at Metro Mattress accuse *** ****** of lying upon the delivery of the incorrect sized mattress.  The issue was very odd and unique, and we asked her to send us photos so that we could relay the error to the manufacturer as they would ultimately need to send another mattress to replace the Full X-Long inadvertently sent to *** ******.  ******* did immediately send the correct Queen size mattress, and it is still in the Metro Mattress warehouse awaiting delivery.

Concerning the actual model decided upon, *** ****** has been told repeated times that she must deal with ******* concerning that matter.  Metro Mattress does not manufacture bedding, nor does Metro Mattress hold the warranty on her product.

*** ******’s claims of “Metro Mattress being untruthful” are without merit.  *** ****** has been told repeatedly that ******* is the ONLY company that can answer her questions concerning the “softest model available”, etc.  *** ****** has also been told on several occasions that Metro Mattress cannot honor her request for statements in writing when pertaining to her questions about the offerings of *******.  As ******* has relayed to both Metro Mattress & *** ******, the model in *** ******’s home (albeit the incorrect size due to the error of the manufacturer), is the appropriate model for the replacement of the original mattress.  At this time Metro Mattress is ready to swap the Full X-Long mattress from *** ******’s home, with the correct Queen size.  If *** ****** is seeking a completely different model from *******, she must do so directly with the manufacturer.  To reiterate my earlier statement, all decisions concerning warranty claims are made by the Manufacturer, based on an in-home inspection.  This includes the validity of the claim, and any replacement model offered.

Neither I, nor Metro Mattress is avoiding *** ******.  As it has been explained to me by *** ****** and her mother, *** ******’s work schedule is quite busy.  We have been communicating via email for some time now.  I would like nothing more than to see *** ******’s issue resolved.  However the requests she is making must be directed to *******, and not Metro Mattress.  Should *** ****** decide to take delivery of the queen mattress that we have in our warehouse for her, she should call or email me to arrange for the delivery date.

If there are any further questions pertaining to this claim, feel free to reach me during normal business hours at ###-###-####.

Respectfully,

**** ****

Director of Service & Procurement

Metro Mattress

Consumer Response:

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.

Please see the attached file which documents my communication with Metro Mattress over the past year.  To summarize:

I purchased a defective ******* mattress from metro mattress.  ******* initially attempted to replace it with an inferior model.    I did not accept this initial offer and told them (via metro mattress) that I wanted the same mattress I had originally purchased.   There was one direct phone call with the ******* Representative, during which I reiterated I wanted the softest equivalent model.  That was the only time I spoke with *******.   

A Metro Mattress representative (*****) later told me that ******* chose to replace my mattress with the second softest model.  I told ***** that I did not want the second softest- I wanted the softest.   This is when I tried to get **** **** with customer service to help.  He told me that, in fact, the mattress designated for me was the softest available.  As it turns out, this is not true- the replacement mattress was more firm than my original mattress (please see my email to **** on March 12, 2012 and his reply from March 16, 2012).

I have been asking for only one thing this entire time; I want to make sure my mattress is replaced with the softest equivalent mattress.  I understand that Metro Mattress does not manufacture mattresses and is not responsible for the specifics of the warranty decisions.  However; Metro Mattress is the mattress supplier from whom I purchased my mattress and whom I expect to act as a liaison between ******* and myself.  I purchased a $4,500 mattress from Metro Mattress because they promised it was the softest mattress I could buy.  Now that the mattress is defective, Metro Mattress is refusing to help me.  Metro Mattress says I need to deal with *******.  ******* refuses to help and says I need to deal with Metro Mattress.  I need Metro Mattress to stop passing the buck and grant me the professional courtesy of making sure their customer is treated correctly.  **** ****'s record of returning phone calls and emails speaks for itself.

Regards,

***** ******


 

Business Response: I can assure *** ****** that Metro Mattress is not avoiding the situation.  It would be much better for us to have this resolved as well.  Metro Mattress does not carry any of the ******* models in question currently, which is why we cannot answer or confirm *** ******** requests.  The mattress currently in *** ******** home has been in use for 7 months.  It is the incorrect size, but it does beg the question, "Is there anything wrong with the comfort of that current mattress?"  That model is the proper replacement model.  Metro Mattress has the proper queen size version of that exact model ready to be delivered.  With all due respect to *** ******, that is what she is entitled to.  I am not aware of anything from *** ****** stating that the model she currently has in her home is uncomfortable.  At this point, I will reiterate that Metro Mattress is more than happy to rectify the issue with the size of the mattress currently in her home.  Her request for a different model is not something that the warranty entitles her to, and therefore the request must be made to, and approved by ******* (the supplier of the warranty).  This is not an attempt to be difficult, it is simply a statement of fact.  When *** ****** is ready to arrange the delivery of the queen size model we have ready for her, she may contact me directly.


Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress

Consumer Response:

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.

Dear Better Business Bureau:

I am beginning to feel like I'm on Candid Camera.  I have been telling Metro Mattress that the replacement amttress is the wrong size and too firm since the day it was delivered.  Please see my responses in red:

I can assure *** ****** that Metro Mattress is not avoiding the situation.  It would be much better for us to have this resolved as well.  Metro Mattress does not carry any of the ******* models in question currently, which is why we cannot answer or confirm *** ******'s requests.  Metro mattress does, however, have contact with *******.  I do not.   ******* will not talk to me.  I need Metro Mattress to  act on my behalf.  The mattress currently in *** ******'s home has been in use for 7 months.  It is the incorrect size, but it does beg the question, "Is there anything wrong with the comfort of that current mattress?"  That model is the proper replacement model.  

The model is not the proper model.  I purchased the softest possible mattress.  The one that it is being replaced with is the second softest model (I have this in writing from ****). 

Metro Mattress has the proper queen size version of that exact model ready to be delivered.  With all due respect to *** ******, that is what she is entitled to.  I am not aware of anything from *** ****** stating that the model she currently has in her home is uncomfortable.  

 On Fri, 26 Aug 2011 10:35:05 I wrote:

Subject: ******* Warranty

To: ********

 

…..The full-size mattress that was delivered on August 10, 2011 is too firm- I have had numb and tingling hands since the first night I slept on it….

 

…Verbal assurances that the queen mattress designated for me is the softest possible in the ******* **** line (after being told last week that it is the second softest) are not adequate.  The full size mattress I have now is unacceptable and I need documentation that its replacement model will be softer…..

At this point, I will reiterate that Metro Mattress is more than happy to rectify the issue with the size of the mattress currently in her home.  Her request for a different model is not something that the warranty entitles her to, and therefore the request must be made to, and approved by ******* (the supplier of the warranty).  

I am not asking for a different model.  I am asking for the same model as the one I purchased originally.  I continue to wait for the ******* contact information that **** said he would give me back in August.

This is not an attempt to be difficult, it is simply a statement of fact.  When *** ****** is ready to arrange the delivery of the queen size model we have ready for her, she may contact me directly.

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a twin size ***** ******* ******* mattress in mid February, and was told I had to spend an additional $90+ for a special mattress cover if I wanted any warranty or return protection, so I bought it. Within a couple of days the mattress was sagging in the middle, so much that it was hurting my back to sleep on it. After a couple of weeks they sent an inspector out, then told me I could go back to the store for a replacement mattress. The replacement was delivered and it is doing the same thing! I called their customer service representative who treated me in a very patronizing way, told me returns created a financial problem for them, and she told me they would do nothing, so I should call the manufacturer. The manufacturer will not return my call. I do not want this mattress, it is hurting me. I paid almost $900.00 for this TWIN size mattress, fully expecting it would give me the firm support my back and leg need, but it is not worth a single dime. I would have thought for that kind of money they would provide a greater level of service and stand behind what they put in their stores, especially since they had me purchase the additional expensive mattress cover so I would be protected. I spent a lot of time with the salespeople to find a mattress that would give me support and be comfortable, and I was assured this was the one. I am very disappointed and would like some help to resolve this.

Desired Settlement: I would like to return the bed for a full refund. I am very disappointed that Metro Mattress will not stand behind their product and help me, as they knew I intended this to be my last mattress purchase, and needed support due to health concerns. My feeling is that this was overpriced junk, and they should take it back and refund me fully.

Business Response: Metro Mattress did offer the customer the opportunity to re-select another model.  The customer did take us up on that offer, and re-selected to a Simmons Beautyrest model which was delivered to her home on 03/23/12.  Complaint has been satisfied.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Metro Mattress failed to honor their comfort exchange program within a 30 day time frame of a mattress purchase. Purchase date was on 3/25/11 and my wife went back in about 2 weeks from that date and we were denied the exchange. We spent over ***.00 with this company and received 2 poor quality twin xl mattresses in which were way to firm for both of us. I attempted to resolve this locally but kept getting the run around and after contacting corporate office ....**** from customer service finally returned our call ..but he did not really seem to listen to our side and only gave us 2 terrible "good faith " options which were worthless after all we spent with this company. He offered a small discount on new mattresses...in which someone coming in to buy could get or I could get 1/2 off a mattress topper....... Not the proper resolution for this problem in which 1 of his previous associates did not handle correctly and we the customer lose on this mistake of Metro Mattress.

Desired Settlement: Me and my wife would expect a better quality mattress at company's expense due to the fact their local store did not handle their promised exchange policy..... we should not and will not spend more money and lose on our original purchase due to lack of compliance from company.

Business Response:

     This email is in response to the complaint filed by Mr. ***** ******* (ID #892). 
It is unfortunate that Mr. ******* feels that his experience with Metro
Mattress was unsatisfactory. As I stated to Mr. ******* on the telephone, there
are 2 sides to every story. It doesn’t make sense for any of my employees to
“deny” a customer a comfort exchange. Associates have far more to gain by
 exercising a comfort exchange. However I was not there, and therefore cannot say one way or another, what transpired. The discussion and subsequent offers Metro Mattress made to Mr. *******, did give him some benefit of the doubt. 
     No matter what may have transpired in the past, the reality of this situation is that state and federal laws limit what a retailer can do in such a situation after this amount of time has elapsed.  Because the product has been in use for more than 10 months, it cannot be returned for credit.  Mr. *******’ representation of a “small discount” is inaccurate as Metro Mattress was offering the merchandise at nearly half off. Discounts that drastic are not common place for new merchandise. The discount is basically the same pricing as we give our own employees. Upon speaking with Mr. *******, he conveyed to me that “wasn’t good enough”. Although I respect his opinion, Metro Mattress stands by the legitimacy of the offer, and it does still stand. Mr. ******* was not “ripped off”. The merchandise he purchased is of top quality. I apologize if he does not like the merchandise, but that does not make it an inferior quality, nor does become a “rip off”. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-*****

Respectfully,

Director of Service & Procurement

Metro Mattress 

Consumer Response:

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.

Regards

 

First of all .....****is incorrect in his information the same as when I talked to him 1 time on the phone....first fact ...his associate did refuse us the comfort exchange 2 weeks after purchase, fact 2- we were in contact with the local Metro store early april 2011 and after we looked online and further looked into this matter we contacted chris in early oct 2011 and he said come in and he  will take care of us.  Last fact  I contacted another associate at another local Metro and they gave me the same price on a trump line of xl that "
**** quoted me that this was a deep discount only available to us....**** was not correct on this and he said to me " I will fire this associate and tell me their name"  I would not give him this info.  Also as far as Federal 
regulations we just want this matter corrected and Metro  should have to take the loss on this not us.   Metro can make any decision right for us ....**** is hiding under the Federal Regulation excuse....we are not looking for Metro to take these poor quality mattresses.....What we are  looking for is a refund or a better quality mattress that we can use.  I can drop off these 2 mattresses to **** house and let him feel the poor quality he is selling to the public.

                                                          thanks 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/27/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I went in to the store to get a Warranty Claim Request Form and mailed it to P.O. Box 2705, Liverpool, NY 13089-2705 on October 3, 2011. I have not received any response. This is poor customer service my mattress is sagging more than 1 1/2 inches and using the protection pad and there is a stain. Please call me to schedule an appointment asap. The mattress has been handled and used properly. It is on a premium heavy duty frame from Metro along with using pad from Metro.Product: SR ****** SetDate of purchase: 4/22/2010Store Location: Rome, NYSales No. **********Cust. No. ********* Premium Heavy Duty Frame * ***** normally Product_Or_Service: ** ***** **.

Desired Settlement: DesiredSettlementID: ReplacementAll products must be replaced due to product failure. Mattress, Box springs, mattress pad.

Business Response:

This email is in response to the complaint filed by *** ******. Although I can certainly appreciate *** ***** being frustrated if he has a defect in him mattress, I can assure him that the only reason he has not heard from Metro Mattress is because we did not receive the claim request he mailed.  I am sure *** ***** can understand that Metro Mattress can certainly gain nothing by intentionally ignoring a customer issue.  Metro Mattress prides itself on the level of customer service that we offer to our consumers, and have done so for more than 35 years.  It’s that dedication to customer service that earned Metro Mattress an A+ rating with the Better Business Bureau.

I am sorry that *** ***** felt the need to file a formal complaint, and wish he would have contacted Metro Mattress before doing so.  We certainly could have cleared up this misunderstanding much easier.  Metro Mattress uses a third party company to perform warranty inspections.  I have submitted *** ***** account information to that company, and he should be contacted this week to arrange for an inspection date.

Respectfully,

**** ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I believe the warranty process is broken. I think there is an opportunity for a process improvement. I mailed out a letter. It should be something that is accepted in the store or a form online with tracking. I did make an attempt. I have been in contact with a representative from Metro and an appointment set up with an inspector. She had to cancel due to weather conditions which is undertandable. However, I was promised a call on Monday. I have not received a phone call or any voice mails. I am not able to accept the response until the process is complete with the inspector.

 

Business Response: ***** from the business left a message on 2/3 with an update. On 2/4 the consumer has an appointment between 10-12 with the inspector.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The mattress inspector did come on 2/5. Took pictures and did the inspection. Waiting the response from Metro regarding the inspection.

Consumer Response: I spoke to the consumer this morning and confirmed that his complaint has been resolved.

Business Response: I spoke to ***** this morning. He stated that the warranty was approved and the consumer upgraded his mattress. The mattress was delivered on 2/19/2011.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased our original mattress in January 2009. Approximately a year later, the mattress had serious defects in it. We contacted Metro Mattress about the mattress. They exchanged the mattress for a different one, however, this one lasted not even as long as the first one before we started seeing serious sagging in the mattress. We again contacted the company. The warranty company rep (not a rep of Metro Mattress) visited our home, took pictures and said that we had a valid claim. We contacted the store and tried to pick out a mattress that we thought would serve our needs. I am a career mason and have some pretty substantial back issues. I needed a bed that would be supportive and help me to not wake up in more pain than I was in when I went to bed. The store manager was less than helpful to say the least. We picked a mattress that we thought would be a better mattress than the last one however they were unwilling to work with us to exchange it. We finally decided on a different mattress. When the delivery team came to deliver we were told that they would need to inspect the mattress before the could take it even though the warranty company had already validated the claim. The man inspecting somehow found a stain although we had had one of their covers on the mattress the entire time that we owned it, so would not take it, nor leave the new one. We had to argue with the company to get the new mattress. In May 2011 we FINALLY got our exchange. It is now February 2012 and we are right back in the same situation. We stopped at the store just 3 days ago,and yet again got the run around from the store manager, ****. We will be publicizing the horrible product and service that we received from this company.

Desired Settlement: We would like at minimum a 50% refund of our original purchase so that we can be done with MetroMattress and purchase a quality product from a reputable company.

Business Response: I have been in constant communication with *** ******, and a resolution has been made to exchange his merchandise for a different manufacturer altogether.  The approval has been issued to the location in which the original purchase was made.


Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress Corp.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a mattress from metro mattress. After having it two weeks it felt like one side was leaning, so I call them they scented out the mattress dr. Only to fine out that the mattress must lean two in half inches before they do anything. The mattress is a pillow top it has lumps all over and two impression on both sides of the bed and a lump in the center of bed. So they sent out the mattress dr again. Not only did he come by himself but I had to help him lift the mattress and box springs. I had a heart attack on oct 31 really shouldn't have been helping him. Got a call from metro mattress saying that it didn't it 2 and half inch requirement . So now they want me to take picture and send them when the the mattress dr. Already took picture. This is crazy business. Thank you ***** ********

Desired Settlement: To replace the matress

Business Response:

     This letter is in response to the complaint filed by *** ***** ******** (ID #*******). The nature of this complaint concerns a warranty claim made my *** ***** that was denied by the manufacturer.

     It should be made clear that the warranty on all bedding sets purchased through Metro Mattress (and all mattress retailers) is furnished by the Manufacturer and not Metro Mattress Corp. Due to the fact that the warranty on *** ********** mattress is NOT held by Metro Mattress, we must adhere to the guidelines set forth by the Manufacturer’s Limited Warranty, and only offer replacement with the approval of the Manufacturer. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered.  The manufacturer’s warranty states the following:

 The Therapedic Warranty does not cover items such as, but not limited to:

·         Body impression less than 2”

·         Sagging in the mattress that measures less than 2”

      Upon inspection of *** ********’s mattress, it was found to have a 1” body impression which was deemed normal by the manufacturer. The inspection was performed by an impartial third party company, and corroborated with photos of all measurements.

     Metro Mattress has nothing to gain by *** ******** receiving a warranty denial. If a legitimate defect is found in the bed, Metro Mattress is going to make sure that the manufacturer stands behind the terms of their warranty. But until such a time comes that a defect can be identified, Metro Mattress cannot convince the manufacturer that action is required.  The reason that Metro Mattress asked *** ******** to submit further photos of the issue at hand was in an attempt to try and gather some evidence that can show the mattress exceeding the parameters of the manufacturer’s warranty.  Based on the several inspections, at our expense, as well as the continued communication and attempts to aide *** ******** in this endeavor, I would like it to be noted that Metro Mattress continues to do everything in our power to get a satisfactory resolution for *** ********.  Hopefully, if *** ********  does submit more photos, we will be able use them to his benefit.

     If there are any further questions pertaining to this claim, please feel free to contact me during normal business hours at ###-###-####.

 Respectfully,

**** ****

Director of Service & Procurement

Metro Mattress Corp.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first purchased a mattress from this location a few years back. When I recently decided to get a new mattress they were my first location. When I went in I was helped by ***** who was the Assistant Store Manager. After looking around at a few mattresses I was interested in the Tempur-pedic Rhapsody mattress. The price was a bit high for me and ***** told me that they just had one returned and he could give it to me at a 40% price reduction. The original price was $3299 and he told me that with the discount it would be just shy of $2000. My wife and I were going to a local mall and told ***** that we were very interested but were going to also look at another store. He told me that if I thought I was truly interested in this model he could hold it for me until the next day and I would just need to call him to place the order. I gave him my name and number and he told both my wife and I that the mattress was on hold until Sunday 2/12/12 and that he'd talk to me tomorrow. I called ***** the next day 2/12/12 and he told me that the mattress was sold. ***** said that he could only hold the mattress for one day and that I misunderstood him. I explained to him that was not the case and he simply said "Sorry". I then called back and asked to speak with the Store Manager because I was unsatisfied with ******* initial response. After waiting on hold for a few minutes the Store Manager picks up the phone and doesn't even tell me his name. I recap the situation for him and his response to me was "I guess you should have pulled the trigger yesterday". To say that I was upset at hearing that answer is an understatement. After realizing that I was upset he tried to offer me a sale that was running in their store anyways and acted like he was doing me a favor.

Desired Settlement: I have worked in Sales/Marketing for my entire professional career and if I made a mistake like this my company would honor the original price. The desired outcome I expect would be to get a Tempur-pedic Rhapsody mattress at the 40% discounted price as I was told I would be able to get. I would also like a representative from the corporate office to call me and explain how both the Assistant and Store Manager both showed less then acceptable customer service.

Business Response:

This email shall serve as formal response to the complaint filed by *** *******. The nature of *** ***** complaint concerns a mis-statement made by an associate of Metro Mattress.

I did personally touch base with *** *********** yesterday (02/13/12) to discuss the issue and offer my formal apology for the mistake.  The associate that *** *********** spoke to initially stated that he would be able to reserve a piece of clearance merchandise for *** ***********.  This was an error on the associate’s behalf.  Under Metro Mattress policy, the only merchandise that can be reserved is merchandise that is paid in full.  Being that this type of merchandise is deeply discounted in an effort to liquidate it as soon as possible, it is a “first come-first served” situation.  As I discussed with *** ***********, and he agreed, there was certainly no malice involved with a mistake such as this.

I did also explain that the nature of the Tempur-Pedic product did not allow us to discount a piece of new merchandise.  The piece that was initially offered to *** *********** was classified as a “scratch & dent” and could therefore be discounted.  Therefore, I could unfortunately not honor his request to discount that model due to the error.  I did however explain that Metro Mattress would be more than willing to offer him a deeply discounted price on any model that was not “price controlled” by the manufacturer.

Being that *** *********** comes from a “Customer Service” background, he did understand that mistakes can happen.  It is my understanding that the Sales Management Team in his area was working with him to try and find a model that we could offer him at a rebated price.

If there are any further questions pertaining to this account, please feel free to contact me during normal business hours.

Consumer Response:

Better Business Bureau:

I was contacted by multiple contacts from Metro Mattress. They explained the situation in regards as to why a discount on the original item was not an option. They also worked with me in regards to finding another mattress. We settled on a set and I am pleased with the outcome.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/13/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased king size firm matress on 12-6-11. On 12-26-11 I notifyed store sales that there was a large depression on my wife side ( weight 150 lbs ). Also if you moved to the center you tend to roll to the sides. Mattress is very firm in center but softer at sides. They sent out a independent agent after two weeks . He did the standered checks. The check for a mattress depression is to run a string across the bed and measure the depth with ruler and take a picture. A 1" depth is OK which I assume it was. When you lay on the depresson you sink much deeper than if you were to lay anywhere else on the mattress. My side of the bed only shows a small depression. My wife has hip pain every morning which she never had untill we purchesed this bed. We where told by the sales person that they stand behind there product 100%. Now we are told that they do not warrent the mattress and that it is up the Manufactorer to warrent it, they just send info for them to decide. They told is to flip the mattress which would put the depression on my side. They refuse to rectify this based on the agents reporting of course. They say that there is no defect. We asked if the would send another agent to look at this again and they said to call back in 30 days and only if it gets worse. We feel bilked. My wife shouldn't have to experience hip pain every morning because of excuses . They really do not seem to want to help the customer or stand by there product. We are easy to please people and are not chronic complainers.

Desired Settlement: Exchange for a good mattress

Business Response:

This email is in response to the complaint filed by *****. The nature of this complaint concerns *** ******* dissatisfaction with a denial she received on her warranty claim.  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  Due to the fact that the warranty on the mattress is not held by Metro Mattress, we must adhere to the guidelines set forth by the Manufacturer’s Limited Warranty, and only offer replacement with the approval of the Manufacturer.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.

Upon having the mattress set in question inspected, the performance & measurements are well withing the ranges that the manufacturer specifically lists as to be expected.  A minor body print, as was found in *** mattress is completely normal.  In fact, the warranty published by Therapedic states the following:

The Therapedic Warranty does not cover items such as, but not limited to Body impressions less than 2”

The impression as measured in *** mattress at its deepest was 1”.  This measurement was corroborated by numerous photos.  That is the reason that Metro Mattress did not feel it to be a necessary use of resources to have another inspection performed.

Metro Mattress does however want to help *** in any way that we can.  That is why we asked him to “keep us posted” and touch base in 30 days.  The manufacturer will not authorize for the exchange on a product unless it is found to be defective using the conditions printed in their warranty.

If there are any further questions pertaining to this account, feel free to reach me during normal business hours. 

Respectfully,

**** ****

Director of Service & Procurement

Metro Mattress Corp.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

If a 2" depression is allowed on each side what you end up with is a high center. If you try to lay in or near the center it becomes uncomfortable because you tend to roll towards the sides. This is a king and we are stuck with sleeping in one spot. They never mention the lack of support ( this is a firm mattress) in the depression area. My wife know has hip pain which she never had before. This is just more proof that they are difficult to work with buy saying they can"t do anything, its the manufacture fault. Just check the complaints on web sites and you will see that there is a pattern. Shame on you for letting the coustomer take a back seat to what is a inferior product by everybodys standards but yours. I wonder what a judge would think?

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a mattress from Metro Matress on09/24/2007 and paid $1,062.48 . I financed it thru *************.The mattress is a piece of garbage.I swear to God I wake up everyday with my back hurting.So I call the place and they send out a man who took some pictures and he EVEN said that my mattress was one of the worse he has ever seen.There are 2 indententions where we sleep, the man that came out measured them and I think he said they were 3 or 3 1/2 inch indentations and there would be no reason why they wouldnt replace this mattress.Well I get a call and the lady on the other end tells me that from the pictures she sees a stain and that is causing the sagging.Number one there is a small stain below the sag and what about the other side????No stain but there is a 3 inch sag on the other side too.So mu husband said lets just put a piece a wood under it so my back doesnt hurt, well I am not putting a piece of wood under my mattress that I paid 1,000.00 for and still under warranty.Its a ** ***** **** ** **** mattress ******* ******* Thank You

Desired Settlement: I want a new mattress.

Business Response:

     This email is in response to the complaint filed by ********* ***** (ID #*******).  The nature of this complaint concerns *** *****’s dissatisfaction with a denial she received on her warranty claim.  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  Due to the fact that the warranty on the mattress is not held by Metro Mattress, we must adhere to the guidelines set forth by the Manufacturer’s Limited Warranty, and only offer replacement with the approval of the Manufacturer.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.

Upon inspection of *** *****’s mattress, it was identified to have several stains.  The warranty offered by ***** does state the following:

 “Your warranty does not cover products found to be in an unsanitary condition…”

      The fact that the mattress was found to have several areas stained is the reason that the warranty claim is denied.  I can appreciate *** *****’s frustration in that matter, but the condition of the bed did break the terms of coverage as it is offered by ***** Mattress Co.  Metro Mattress does not have any authority over the terms and conditions associated with the ***** Mattress Warranty.

     Since the time of this claim, Metro Mattress did decide to discontinue carrying Sealy products, and is no longer ***** Dealer.  Therefore, we are not authorized to handle claims on ***** products.  If *** ***** would like to lodge a formal complaint concerning the terms of the warranty and her subsequent claim denial, she should be instructed to contact ***** at ***** ******** during normal business hours.

 Respectfully,

**** ****

Director of Service & Procurement

Metro Mattress Corp.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We went to buy a bed. The bed we bought was not the bed we tried out in the store. After many attempts of trying to return the bed and telling us we needed to "break the bed in" it was determined that the bed we tried in the store was defective. They gave us another bed. However there is a sink hole in the middle of this bed. They refuse to retun this bed. I have written to the manufacturing company. I have not heard back.

Desired Settlement: Since I we have had a undesirable experience with this company and can't sleep we would like them to pick up the mattress and give us our money back.

Business Response:

     This email is in response to the complaint filed by ***.  The nature of the complaint concerns the 3rd mattress set that ***feels is “defective”.  First it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  Due to the fact that the warranty on the mattress is NOT held by Metro Mattress, we must adhere to the guidelines set forth by the Manufacturer’s Limited Warranty, and only offer replacement with the approval of the Manufacturer.  All decisions concerning warranty claims are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.

     The history on this account shows that on 2 different occasions, *** called Metro Mattress to report that she suspected an issue with her sleep set, and Metro Mattress made a special exception and had the beds exchanged without an inspection.  Now with the report of a 3rd issue, the manufacturer is requiring an inspection before they are willing to take any action on the account.

     I do want to make it very clear in response to *** statement that we “refuse to return the bed”.  Metro Mattress is not refusing anything.  As is the case with most consumer products that carry a manufacturer limited warranty, proof of a defect is required.  This is not an unreasonable request to be made by the manufacturer.  The warranty coverage does not include a refund policy.  Metro Mattress has submitted *** account information to a 3rd party inspection company at our own expense.  Once the inspection is performed, the inspection reporting will be transferred to the manufacturer for a decision on the warranty claim to be made.  To date, 2 different Regional Managers from Metro Mattress have attempted to contact *** to explain this situation.

     I can appreciate Ms. *******’s frustration with the account, and understand her want to rectify the situation once and for all.  Metro Mattress has shown in the past our willingness to address issues as quickly as possible, especially by the fact that special arrangements were made in both previous instances.

     Ms. ******* should expet to be contacted in the next week to arrange for an appointment for the in-home assessment of the goods in question.  And again, all decisions concerning warranty claims are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at (315) 218-1238.

Respectfully,

Metro Mattress Corp.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me. 

I have not received any messages regarding a inspector to come to my house. I do not pick up calls that I don't recognize. I have called the nummber that was offered to me in the letter to arrange an inspector to come to my house. However when I called the phone number it is reported that the number is a non working number. What does that tell me? I feel I will not get any further with this company except to tell everyone that this company lies to people and rips people off.


 


Business Response:

The third party mattress inspection company, ******** *********, contacted the customer yesterday to schedule a date and time to inspect the mattress.  However, the customer indicated that he/she will call the inspector back should an inspection be necessary.  It has already been explained to the customer that an inspection is absolutely necessary if Metro Mattress is going to be able to determine if their mattress is defective and covered by the manufacturer’s limited warranty.  Without an inspection Metro Mattress will be unable to assist the customer and this is why ******** ********* contacted the customer which has already been explained to the customer.  ****, our Director of Procurement and Customer Service, will contact the customer and explain this again. 

 

Again, I will let you know what happens but at this point it seem the customer is unwilling to allow an inspection to take place. 

 



BBB's Final Determination: Consumer accepted resolution offered by the business.

11/18/2011 Guarantee/Warranty Issues
8/27/2011 Problems with Product/Service
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