BBB Accredited Business since

Metro Mattress Corp.

Additional Locations

Phone: (315) 218-1200 Fax: (315) 218-1203 View Additional Phone Numbers 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 13 factors. Get the details about the factors considered.

Factors that affect 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 51 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

51 complaints closed with BBB in last 3 years | 21 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 1
Delivery Issues 2
Guarantee/Warranty Issues 11
Problems with Product/Service 35
Total Closed Complaints 51

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

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 Ms. Valorie Stewart, Executive Administrator
Contact Information
Customer Contact: Mr. Mark Bell, Director of Services & Procurement
Principal: Mr. Jason Mehl, CFO
Principal: Mr. David Shiroff, President
Business Category

RETAIL STORES BEDDING BEDS - RETAIL MATTRESSES PILLOWS

Alternate Business Names
Metro Mattress Price Buster Mattress

Additional Locations

  • 1 White Springs Road

    Geneva, NY 14456

  • 1000 Transit Way

    Brockport, NY 14420 (585) 637-8111

  • 1270 Niagara Falls Blvd

    Tonawanda, NY 14150 (716) 837-4500

  • 137 Route 104

    Oswego, NY 13126 (315) 343-3030

  • 150 Township Blvd

    Camillus, NY 13031

  • 1641 County Road 64

    Horseheads, NY 14845

  • 1706 Central Avenue

    Colonie, NY 12205 (518) 452-4433

  • 1885 Black River Blvd N

    Rome, NY 13440 (315) 338-9333

  • 1894 E Ridge Rd
    Ridgeview Plaza

    Rochester, NY 14622 (585) 266-0700

  • 197 Grant Ave

    Auburn, NY 13021 (315) 253-2426

  • 2 Wade Rd

    Latham, NY 12110 (518) 783-7703

  • 20991 State Route 3

    Watertown, NY 13601 (315) 779-1045

  • 2164 Penfield Rd

    Penfield, NY 14526 (585) 388-1170

  • 218 Reynolds Rd Ste 1

    Johnson City, NY 13790

  • 22 Clifton Country Rd

    Clifton Park, NY 12065 (518) 371-1150

  • 2212 Military Road

    Niagara Falls, NY 14304 (716) 205-2300

  • 2300 N Triphammer Rd Ste 9

    Ithaca, NY 14850

  • 2508 Vestal Pkwy E

    Vestal, NY 13850

  • 2625 Delaware Ave Ste 121

    Buffalo, NY 14216 (716) 875-8500

  • 279 Troy Rd

    Rensselaer, NY 12144

  • 2949 Monroe Ave

    Rochester, NY 14618

  • 3057 Route 50 Suite 8

    Saratoga Springs, NY 12866 (518) 584-3333

  • 316 Route 9W

    Glenmont, NY 12077 (518) 465-6525

  • 3245 Erie Blvd E

    Syracuse, NY 13214 (315) 446-6606

  • 3514 W Genesee St

    Syracuse, NY 13219 (315) 488-9999

  • 3540 Mckinley Pkwy Ste 14

    Buffalo, NY 14219 (716) 826-3478

  • 3545 John Glenn Blvd

    Syracuse, NY 13209 (315) 218-1200

  • 3589 Union Rd Ste 25

    Cheektowaga, NY 14225

  • 3881 State Route 31 Ste 200

    Liverpool, NY 13090 (315) 622-6600

  • 3906 Route 281

    Cortland, NY 13045 (607) 662-0166

  • 408 Elmira Rd Ste 100

    Ithaca, NY 14850 (607) 272-0001

  • 408B Balltown Rd

    Schenectady, NY 12304 (518) 382-3001

  • 41 Wolf Rd

    Albany, NY 12205

  • 4230 Veterans Memorial Drive

    Batavia, NY 14020 (585) 344-0496

  • 4237 Recreation Dr

    Canandaigua, NY 14424 (585) 393-4820

  • 424 Fairview Avenue Suite 100

    Hudson, NY 12534

  • 4245 Lakeville Rd Ste A

    Geneseo, NY 14454 (585) 243-0730

  • 4640 Commercial Dr

    New Hartford, NY 13413 (315) 768-1100

  • 4900 Transit Rd Ste 400

    Depew, NY 14043 (716) 668-4030

  • 4908 State Highway 30

    Amsterdam, NY 12010 (518) 842-2255

  • 4968 Commercial Dr

    Yorkville, NY 13495 (315) 736-6600

  • 4987 State Highway 23

    Oneonta, NY 13820

  • 600 Jefferson Rd

    Rochester, NY 14623 (585) 424-4490

  • 6255 South Transit Road

    Lockport, NY 14094 (716) 625-6212

  • 6772 Route 31E

    Newark, NY 14513

  • 6970 Transit Rd

    Buffalo, NY 14221 (716) 631-5300

  • 730 Hoosick Rd

    Troy, NY 12180

  • 7612 Oswego Rd

    Liverpool, NY 13090 (315) 622-4999

  • 7905 Brewerton Rd
    (rt. 11)

    Cicero, NY 13039 (315) 699-2230

  • 8053 Pittsford Victor Rd

    Victor, NY 14564 (585) 425-2110

  • 975 Ridge Rd

    Webster, NY 14580 (585) 670-0180

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/16/2016 Guarantee/Warranty Issues
9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am absolutely disgusted with their customer service at this store. After I was promised I was being delivered a BRAND NEW tempurpedic cloud lux, it showed up to my house with stains on it, dirt, and with a torn mattress cover. GROSS. After calling the store, Mark, the manager, proceeded to yell at me telling me I knew I purchased a used bed, and that I would have to pay the difference for a new one. I asked them multiple times that the bed I was receiving was in fact new, and not used. They also promised me 300 dollars in free "gifts". HA. That was a joke. They weren't free at all - they were on my invoice. Then when I went into the store, he told me because I was getting a new bed, that I had to pay 200 dollars for the pillows. Which oh, were not the right ones that I had ordered. They ended up giving me the correct pillows, and now are delivering me a new bed. He then told me I was getting a great deal..... Which didn't make sense to me because this should have been the same deal I got from the very beginning? Manager was EXTREMELY condescending and rude. I had to ask him to stop raising his voice at me in the showroom. Not until my father said he would contact our lawyer did they resolve the problem. Please, don't shop here. I should have looked at the reviews online before purchasing from this store. Tina on the other hand who was my saleswomen, was wonderful and attentive.

Desired Settlement: I would like a discount on what I have purchased

Business Response: It is never our intent for any consumer to feel confused or betrayed during their transaction with Metro Mattress.  And we offer our sincerest apologies to Mr. **** in this regard.  Since the time this complaint was filed, the Regional Manager in this area has been in touch with Mr. **** and was able to correct the problems at hand, including arranging for the delivery of the product as agreed upon as well as returning the 2 pillows in question.  It is our sincere hope that these actions can satisfy Mr. Love’s account.

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,  ******* ****




8/4/2016 Guarantee/Warranty Issues
8/2/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service
6/28/2016 Guarantee/Warranty Issues
6/3/2016 Problems with Product/Service
5/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: MY BACK,about a year and five months ago I purchased a mattress from metromattres Rochester ny. I returned to the store before the years guarantee was up,slept on it for a year, since that time I have had 2. two replacement mattresses, that would be 3 all together. I just had a store rep.come and assess my present mattress for again a hollow in the middle the rep agreed with me it sagged in the middle,if they at metro, autherise a new mattress I do not want another SA DEVINE FIRM QUEEN MATTRESS. I want a STERNS and FOSTER firm queen mattress.

Desired Settlement: to replace my present mattress with a new sterns and foster firm queen mattress no charge to me since I paid $760.00 for the first one.

Business Response: This letter is in response to the complaint filed by Mr. ****** ****, ID # *********  The nature of this complaint pertains to a warranty approval.  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. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.  The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change models.  It is a simple replacement warranty.  Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model.  This ability to change is offered as a gesture of good faith to our customers.  In the event that a defect is found in Mr. ****’s mattress, an upgrade credit will be established.  Mr. ****’s desired settlement however cannot honored at no cost.  The bedding Mr. **** is requesting is significantly more expensive than the quality level he purchased.  Metro Mattress will, as always, do our best to help Mr. **** as best we can, however the manufacturer’s warranty does not award upgrades.   The consumer protection afforded to consumers under the terms of their manufacturer’s warranty is shall be exercised to the letter.  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,  Mark I. ***** Jr. Director of Service & Procurement  Metro Mattress Corp.

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 purchased  the first mattress for,$750.00  metro gave me two, 2. other replacement mattresses each one has sagged in the middle, three in  all,  i want a mattress that  is firm and does NOT sagg  5. five inches in the middle after two months am i asking for too much.i want a different brand  STERNS AND FOSTER is a well known  brand Regards,  ****** ****



Business Response: Albeit very rare to have a repeat issue such as Mr. **** is reporting, the warranty protects the consumer against defects.  The warranty does not however, award upgrades.  As previously stated, in the event that a defect is found in Mr. ****’s mattress, an upgrade credit will be established.  Mr. ****’s desired settlement however cannot be honored at no cost.  The bedding Mr. **** is requesting is significantly more expensive than the quality level he purchased.  Metro Mattress will, as always, do our best to help Mr. **** as best we can.   If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.

Business Response:

As per our phone conversation today, Metro Mattress has authorized the store of original purchase to give Mr. **** a choice of 6 different models as possible replacements at no additional cost to him.  These models span several different different brands and comfort levels.  Several are also significant increases in quality.  Mr. **** should be instructed to visit the location in which he made his original purchase in order to execute the exchange of goods.

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

5/4/2016 Guarantee/Warranty Issues
5/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint:

We purchased a Spring Air mattress on 11/13/15. By Christmas there were two noticeable indentations where we sleep. In January we went to the store & a form was filled out. First week in Feb. someone came to look at said mattress & measured the depth of the sagging. Received a letter from MM HQ along with a copy of the warranty (which we had not been given before). The letter stated a claim was not submitted to the manufacturer because we did not have a proper bed frame. (The delivery people could definitely see what we had & nothing was mentioned.) On February 25 we purchased the "proper" frame from MM ($100 plus). Our expectation was that they would then file a claim with Spring Air. Have been to the store several times but so far we seem no closer to a resolution and no explanation of status. new complaint filed:  Please reference complaint ID ********.; complaint about mattress sagging & lack of response from Metro Mattress. A replacement mattress was authorized & delivered on April 22. Within three nights it was obvious that the replacement was no better than the first. We were out of town April 27 to May 1st. On May 3rd stopped in store; warranty claim FAX'd to Syracuse; told we should get a call shortly.  On May 10, stopped in store to report we had not heard anything from anyone. On May 11, Laura from Mattress ********* called; made appointment for May 13 for pictures & measurements. Said we should hear back in seven to ten business days. Stopped in store on May 31st to report we had not heard anything. Was told it was due to long holiday weekend; we should hear something soon. It has now been an additional SIXTEEN business days and we have heard NOTHING.

Desired Settlement:

MM seems to not take any responsibility for resolving quality issues with products they sell.   New complaint desired resolution: refund Desired Outcome: Believe a full refund ($1036.78) is appropriate. DO NOT want to take a chance on yet another replacement.

Business Response:      This letter is in response to the complaint filed by Mr. ***** ****, ID # ********.  The nature of this complaint pertains to a warranty approval.  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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.   Metro Mattress sent Mr. **** the letter notifying him of the issue with his bed frame as a gesture of good faith.  Had the claim been submitted to the manufacturer, Mr. ****’ warranty coverage would have been voided.  Metro Mattress does not have any control or authority over this decision.  According to our records, Metro Mattress did resubmit the claim on Mr. ****’ behalf once it was confirmed that a proper bed frame was in place.  We show an approval for the exchange was issue to the location in which the original purchase was made on April 19, 2016 and the actual exchange took place on April 22nd.  As far as we can tell, this issue has been rectified.  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, Mark I. ***** Jr.  Director of Service & Procurement  Metro Mattress Corp.

Business Response:      This complaint I a different issue than the last complaint.  As stated previously, Mr. **** did receive a replacement in April of 2016 relating to his original bedding set.  The replacement was authorized by the manufacturer based upon noise in the coil unit.   Concerning the claim Mr. **** filed on this new mattress, we apologize that he has not yet heard on the results.  We were under the impression that the manufacturer had reached out to him.  Also as previously stated, 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 in-home assessment, the inspector noted a body impression of less than 1”.  The manufacturer’s limited warranty does state the following:
WHAT IS NOT COVERED …  Impressions less than that of 1-1/2”. This is normal and represents the conforming of the surface to the shape of a sleeper; much like the insoles of a quality pair of shoes.   Based on the inspection information, the mattress in Mr. ****’ home has been classified as in good condition and functioning within normal expected parameters.  Therefore, the request for replacement has been denied.  Mr. **** does have a valid 10 year warranty on the product, so if the performance of the mattress does exceed the parameters of the manufacturer’s warranty, then he should certainly notify Metro Mattress so we can file another claim on his behalf.  I have included a copy of the Manufacturer’s Limited Warranty for Mr. ****’ records.  Respectfully,  Mark I. ***** Jr.  Director of Service & Procurement  Metro Mattress Corp.

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.  My first comment is that this is NOT a "different issue than the last complaint" and that "noise in the coil unit" was never brought up by us. Our complaint was and is about the visible indentations.  With the replacement set, it could be seen within three nights of sleeping on it. 

The measurement was done after only 17 nights!!!  I would find it very hard to believe that ANYONE at Metro Mattress or Spring Air would find this acceptable in something they purchased. Our position remains that we believe a full refund should be issued; we DO NOT want another Spring Air mattress!  And trying to work with Metro Mattress has been extremely frustrating.     Regards, ***** & ********* ****





4/9/2016 Advertising/Sales Issues
4/8/2016 Problems with Product/Service
3/8/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a bed and was told my old fram would and could be used on the new bed . After 4-5 attempts to get the bed level and to get the head and foot boards to work they told me to use a 2x4 to fix it my. The foot and head boards are very loose and are a safety hazard . The head board hits the wall every time we move in bed and wake us up. Cant even dust the wood on them without them almost falling over on us . We were told by the are sales manager that there would be no problem doing this type of fitting he has done it before . Delivery guys (4-5 guys and there so called master set up expert ) said it will never work right ever time one of them attempted to set it up . Now over 2 m and multiple attempts of calling and talking to sales man and sales manger they wont return my call

Desired Settlement: Fix my issue or take the bed back and give me one that will work. This is an annoyance and safety issue .

Business Response: This letter is in response to the complaint filed by *** ******, ID # ********.  The nature of this complaint pertains to his ability to use a pre-existing bedframe with the merchandise purchased from Metro Mattress.  The issue at hand is Mr. ******’s desire to use a headboard and footboard he already owned that is a different size than the merchandise he selected with Metro Mattress.  Upon deposing of the associates involved with the sale, as well as the Regional Manager also involved, we feel that Mr. ****** was informed that this was a very unique request to make of Metro Mattress, and we would do our best to accommodate the unorthodox use of two different sized goods.  However, being that this was uncharted territory, we could not guarantee success.       In an attempt to satisfy this request, Metro Mattress has sent several technicians to Mr. ******’s home to try and find a solution.  We have special ordered new bed rails and components, and even have another appointment for Friday 02/12, to come back to Mr. ******’s home and try and fabricate adapters to try and make this work.       Moreover, Metro Mattress has offered Mr. ****** a 50% discount on the purchase of a headboard/footboard in the same size as the bedding he selected as yet another solution proposition.  We can appreciate Mr. ******’s frustration with the fact that the bedstead cannot be set up as sturdy as if he had purchased bedding to match the size of the pre-existing furniture.  It is Metro Mattress’ position that we have, and continue to do everything in our power to try and accommodate this request.  It is certainly not common placed for Metro Mattress to get involved with the altering of goods not purchased from us.  We feel our actions thus far have been very attentive, and above and beyond the agreement of sale.  We will continue to try our best, but do not see ground for the return and refund of Mr. ******’s purchase.   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, Mark I. B**** ***  Director of Service & Procurement  Metro Mattress Corp.

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. Yes I do have another appt set for 02/12/2015 for another chance to repair this issue. I have to take a half day off work to do so. As for most of their statements are true some are not. Regional manger said we have done this before and would not be an issue to full fill my request . They did offer me 50% off another head board etc. of our choice . After 2 m of dealing with this issue. I explained why we didnt except their offer . We may have not purchased that bed if they would have told us the truth about the head board .( as stated above) Their own installers said multiple times they were here (5 times not 7 ) that this is not going to work. Even there lead installer said it !!! Their people and their word not mine . Bottom line is we were lied to to make a BIG SALE !!!!! I hope this issue is resolved on this next and last visit on 02/12/15 . I have no confidence that it will but we will see. *** ******




Business Response: Metro Mattress’ technician was able to fabricate a solution for Mr. ******, which was accepted by the customer on 02/17/16.       If there are any further questions pertaining to this account, I can be reached during normal business hours at (315) 218-1235. Respectfully, Mark I. ***** *** 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.
Regards,
*** ******




2/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a $800.00 mattress from metro mattress and the mattress became defective. I opened up a warranty claim on NOV 2015, and received a email 2 December from the warranty dept. requesting pictures of the bed. I instantly replied back and requested a inspector come out to take the pictures to ensure it was done right. Metro mattress, acknowledge my request and informed me someone would come out to my residence. 10 DEC 2015, I emailed them and informed them that no one had contacted me yet in reference to this. 14 DEC 2015, no one has still contacted me yet. 15 DEC 2015, they inform me they are having trouble getting someone on base to take pictures and to call them if I have a speedier solution. 24 Jan 2016, I had to take pics my s**f because no one ever contacted me. 27 Jan 2016, I check the status of my claim and am told they will have an answer soon. 4 FEB 2016, I send another email requesting a update, then the store calls to me my claim has been approved. I am told I have a $800.00 credit but cannot buy anything on sale, and told to get my original mattress back or downgrade to a firmer ST Augustine brand. I contact Mark B**l on 8 FEB 2016 to inform him of the situation, and that I am moving to Hawaii soon so I cannot afford to have another defective mattress. My wife has a service r**ated back injury and a bad mattress serves her no good. Mark B**l, talks over me throughout the conversation and t**ls me they do not refunds what so ever. I inform him that I am active duty and rather just get my refund and purchase a mattress when I get to Hawaii. He again, t**ls me that is not possible and all he can do it give me the same brand again. I ask for his boss, who happens to be the CEO, and he t**ls me all that will happen is the CEO will hand him the complaint. On top of this, the mattress protector I spent $150. 00 on failed me as w**l. Yes, metro mattress did pay to get it cleaned but the point is both of their products failed me. How do you expect me to trust your products again? My spouse and mys**f are veterans and just want to have a quality mattress to lay on so her back is not further irritated. If I am unable to solve my conflict with metro mattress, I will seek Ft Drum, JAG office advise to ensure this does not happen to any other service members in this area.

Desired Settlement: money back, so I can buy a mattress in Hawaii and have a local store in case of deficiencies

Business Response:      This letter is in response to the complaint filed by ******** **********, ID # ********.  The nature of this complaint pertains to a warranty approval.  Upon Mr. **********’s initial warranty claim filing, Metro Mattress requested photos in an effort to speed up the process.  The security guid**ines for the military base in which Mr. ********** resides required approval for an inspector to enter the base.  That process could take more than a month.  The request for photos is a normal protocol in the claim process and is not deemed to be unreasonable.  Next, 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 mod** offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.   The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change mod**s.  It is a simple replacement warranty.  Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model.  This ability to change is offered as a gesture of good faith to our customers.      Mr. ********** decided that he wanted to use his credit to look at something else, but did not want to spend any more money.  Mr. ********** contacted my office to voice his displeasure on the matter being that the dollar credit did not afford him the same quality as he currently had.  I agreed with him that the quality was lower and urged him to take the even exchange as offered by the manufacturer to ensure he received the exact quality that was originally purchased.  I also explained that a refund is also not an option under the terms of the warranty.
     Metro Mattress has been as attentive as we can in aiding Mr. ********** with the claims he has filed on the mattress and the mattress protector.  The replacement mod** will be free of defect and provide a much more comfortable night’s sleep.  Also, as I explained to Mr. ********** on the telephone, being that the mattress is manufactured by ******* Mattress Co., he will still have full warranty coverage in Hawaii as ******* is a national company.
     Mr. **********’s insinuation that Metro Mattress is or has taken advantage of anyone, military or otherwise is unreasonable and without merit.  We are trying our best to instruct Mr. ********** in his decision so that he does not lose out in quality in any way.      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,  Mark I. B*****, Jr. Director of Service & Procurement  Metro Mattress Corp.

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 b**ow.
Regards,  ******** **********

I received from metro mattress. Everything I read has already been told to me, and Mark B*** stands by his decision to not offer me a refund of my money. As I stated previously, my wife is a veteran with a service related back disability and her sleeping on a quality mattress is my number one priority. I was simply requesting a refund so that we could invest in a local mattress from a Company in Hawaii to make things easier if we had further issues. I'm sure her having back problems is not a concern of Metro Mattress as they want to stick me with the same mattress that inflames her back pain now.  I will ensure fellow FT Drum Soldiers know what kind of Company this is and highly recommend them to stay clear of Metro Mattress. How is it you have personnel that can deliver mattresses to the installation but no one has access to come take photos? That seems very odd to me that you state it could take months for someone to gain access to ft. drum. I am very disappointed I spent my hard earned money on this mattress and that I gave it to a Company like this. I will contact FT. Drum legal office to see if there are any further steps I can take or try and recommend this Company to the off limit establishments for Soldiers. 




Business Response:      Mr. ********** has a mattress that carries a replacement warranty through the manufacturer.  There is no portion of his warranty, or the terms and conditions of purchase that obligate Metro Mattress or the manufacturer to refund a two-year-old purchase due to a defect.  The manufacturer, having verified the defect has an obligation to replace that product, which has been offered to Mr. **********.  Being that the mattress has a defect is likely the cause of discomfort for Mr. **********’s wife.       Mr. **********’s portrayal of Metro Mattress taking advantage of he and his wife is unreasonable.  We are happy to coordinate the exchange of the mattress as approved by the manufacturer (******* Mattress Co.).  However, we see no grounds to honor Mr. **********’s request for a refund.       If there are any further questions pertaining to this account, I can be reached during normal business hours at (315) 218-1235.
Respectfully,  Mark I. B***, Jr.  Director of Service & Procurement  Metro Mattress

2/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am disabled and in a wheel chair I need handrails to get in and out of bed with the bed that was sold to me is unable to attach the rails sales person knew he seen me in wheelchair called headquarter . And they would change the bed. When called to make arrangement they refused and know call back.

Desired Settlement: Change the bed or refund

Business Response:

     Metro Mattress has been in contact with Ms. ****** on several occasions and have even agreed to make special exceptions to our policies to allow her to exchange the merchandise she originally selected for something more suitable to her needs.  Our most recent conversation took place on Monday 02/15/16.  We are unclear as to why this complaint has been filed, when Metro Mattress has been very attentive to Ms. ******’s needs.

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

 

Respectfully,

Mark I. B**** **.

Director of Service & Procurement

Metro Mattress

2/26/2016 Guarantee/Warranty Issues
1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the first week of October 2015, I purchased a *********** bed from Metro Mattress. The mattress turned out to be defective. I was told the sinking middle was from standing in the warehouse. On October 18, 2015, I received a ********** *** ******* Queen Set. After sleeping on it I developed hip and neck discomfort. A Salesman said that was because I was a "side-sleeper". Another salesman also told me his wife liked it but he had the same problem. I was treated miserably by Ian the salesman. I had this mattress for one week. When the men came to pick up the mattress I removed the mattress cover and was horrified to find that the mattress had urine stains on it (I have pictures and videos showing the stains) I was told that the mattress would be non-returnable if I mentioned this. After some discussion, Brian the salesman said I should get the ****** ******* *********** mattress. It was a step up from the original. It was also $100.00 more. With the exhanges and step up I paid an additional $400.00 . The wrong mattress was delivered. Instead of the *** *** ****** ***** ***, a mattress named ********** made by the pennslyvania bedding company was delivered. Patrick the manager in Ithaca NY did not know how that happened but he would contact Oneonta and make arrangements for the correct mattress to be delivered. To date this has not happened. I am requesting a cancellation of the contract and a pick up of the 3rd defective and incorrect mattress. This is intolerable.

Desired Settlement: Pick up 3rd defective and incorrect mattress and discontinue contract.

Business Response: This email is in response to the complaint filed by Ms. **** ****** (ID # ********).  The nature of Ms. ******’s complaint pertains to a perceived mis-delivery.  According to our records, Ms. ****** purchased a set of bedding which was delivered on 09/19.  After sleeping on the bed for a few weeks, Ms. ****** felt that it was perhaps the wrong bed for her comfort preference.  Metro Mattress offers the Comfort Exchange program for customers that feel they selected the wrong mattress for their needs after delivery.  This program is not a part of the warranty coverage, nor is Metro Mattress obligated to offer such recourse.  The program exists solely as a gesture of good faith to our consumers so that they are afforded the opportunity to reselect off of a mattress they do not like.    Ms. ****** executed a comfort exchange as per the terms of the program printed on Ms. ******’s original proof of purchase.  The replacement bed was delivered, and once again Ms. ****** felt as if she had selected a mattress that she found uncomfortable.  Although the comfort exchange policy is very clear in stating that customers may only execute one exchange, Metro Mattress agreed to make an exception on her behalf and allow a second comfort exchange.  Upon delivery of Ms. ******’s third bed, she noted that the name tag affixed to the bed listed “**********” instead of “******”.  The manufacturer of the ******* collection has verified that the ********** is the national name for the model that Ms. ****** selected.  ****** is a name given to Metro Mattress, as is custo**** in the bedding industry.  We have verified with Pennsylvania bedding (the manufacturing licensee of ********** Mattress) that Ms. ******’s bed is exactly what she selected in our store.  While we can appreciate Ms. ******’s frustration with the exchanges on her account, all exchanges were made due to the comfort preference of Ms. ******.  Metro Mattress has executed each exchange accordingly, and even made special exception for Ms. ****** in offering the second comfort exchange.
Metro Mattress does not find grounds for the refund of Ms. ******’s purchase at this time.  If there are any further questions pertaining to this account, I can be reached during normal business hours at (315) 218-1235.
Respectfully, Mark I. Bell, Jr.  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.  Regards,
**** ****** The response is totally inaccurate.  The first Mattress delivered was "defective"  (mushy in the middle)  I was told that that happened because of the way it was standing in the warehouse.  I have pictures of the second mattress delivered.  It was terribly uncomfortable and had "urine stains" on it ( I have pictures) I was told not to mention the stains because they wouldn't take it back. The current mattress is aweful too.  My daughter slept on it and said that  it was so uncomfortable and it is difficult to turn over on it.  She's a 17 year old athlete. 


Consumer Response:

Metro Mattress has not been truthful in what actually transpired with the purchase of a mattress:1st Mattress...... defective mushy in the middle - said mushy because of how it stood in warehouse. 
2nd Mattress...  had urine stains on mattress - (have photos and videos) 3rd Mattress... Not the mattress in showroom - billed for a "QUEEN ****** II" and  received an  ********** - I AM OUTRAGED ONCE AGAIN -  NOT ONLY IS IT THE INCORRECT MATTRESS -ITS A FULL SIZE MATTRESS AND NOT A QUEEN SIZE MATTRESS  !!!  THEYTHEY SELL USED MATTRESSES.  I WANT IMMEDIATE REMOVAL OF THIS MATTRESS FROM MY HOME OR I WILL HAVE TO TAKE LEGAL REMEDIES.


Business Response:

As was explained in the previous response, the mattress currently in Ms. ******’s home is the same model selected in the store.  The manufacturer of the ******* collection has verified that the ********** is the national name for the model that Ms. ****** selected.  ****** is a name given to Metro Mattress, as is custo**** in the bedding industry.   If Ms. ****** would like to once again reselect to a mattress that her daughter is able to turn in easier, we will certainly allow her to do so.

12/24/2015 Guarantee/Warranty Issues
10/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a mattress at $1900 and was not pleased with the purchase and asked for my money back and was refused, they told me I could replace it so I picked out a lessor cost bed for a replacement and then asked for my balance back which was $$1000 due back and they refused, they told me that I had the option of choosing and equal cost mattress.

Desired Settlement: I would like my money back this is a very dishonest business

Business Response:

     This email is in response to the complaint filed by Mr. *** ****** (ID #********).  The nature of Mr. ******’s complaint pertains to the Comfort Exchange program offered by Metro Mattress.
     Metro Mattress offers the Comfort Exchange program for customers that feel they selected the wrong mattress for their needs after delivery.  The comfort exchange policy is printed on Mr. ******’s original receipt in its entirety.  The policy states the following:

…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 applicable service charge in order to participate in this program.  In these cases, NO partial refunds OR store credits will be issued.

     As previously stated, this policy was furnished to Mr. ****** at the time of purchase.  Since Mr. ****** did not receive delivery until the day after he made his purchase, he was in possession of the terms and conditions of purchase and had ample opportunity to review.
     Metro Mattress was in no way dishonest or misleading in this transaction.  Mr. ****** is still able to make an exchange under the terms of the One Year Sleep On It Guarantee as it is published on his receipt.  If there are any further questions pertaining to this account, I can be reached during normal business hours at ###-###-####.

Respectfully,
Mark I. B***, Jr.
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 would like a refund for the balance due this is robbery and I feel that it is also illegal.

Regards,

*** ******




10/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The delivery was a disaster. The delivery man tried to remove a queen sized mattress and box spring set from my second floor by himself. In the process he dragged the set down the stairs as they were too large for him to handle himself (while the other guy was in the truck not helping), which in turn took the paint off of 5 of my stairs. To correct this issue to get the stairs to the condition they were in before the delivery will require to sand, strip, and paint all of the stairs or else the paint will not match. Metro Mattress sent out their handyman who agreed with this as the only viable solution. I informed them that I would prefer to either do the repairs myself, as I do not want them in my house late in the evenings for multiple evenings or on the weekends nor do I trust their work based off of my experience, and have them compensate me for my time and the materials required; or I would prefer to hire a contractor to do the repairs. I offered to settle this issue for $550 dollars. The cost to have the stairs repaired by an independent third party would range between $750 to $1,200. They countered with $200 or having their guy do the repairs. Both of their offers do not equitably resolve the issue on my end. Realistically, I should have asked for more money for the inconvenience and time that it will take but I wanted to just resolve this issue as I have had my phone calls ignored for weeks now; and I thought they would quickly accept that offer. I was mistaken.

Desired Settlement: I would like a refund, equitable to the damages that I have suffered which I estimate between $750 and $1,200. Specific performance, of them repairing my stairs is not sufficient as they amount of inconvenience that I have suffered as a result of their negligence in the delivery process. The only other acceptable option is their covering of the cost of an insured independent third party contractor completing the work.

Business Response:

     Metro Mattress would like to again apologize to Ms. ********* concerning the damage her home sustained during the delivery of her bedding.  However, it would appear that Ms. *********’ assessment of the monetary value for repair is very different than what Metro Mattress believes it to be.  Based on the size and location of the scratches on Ms. *********’ stairs, we do not fell that having the entire staircase stripped, sanded and repainted is a reasonable solution.     We are certainly able to perform the repair with very little disruption to Ms. *********’ home or schedule, or we have offered a $200 settlement.  Metro Mattress believes that the $200 is significantly more than what the actual repairs will cost.  If Ms. ********* and Metro Mattress are unable to come to an agreement on this then we propose the only fair solution to be obtaining an estimate from a licensed contractor concerning the repair.  Ms. ********* can seek an estimate, but Metro Mattress insists on having the ability to also procure an estimate from a contractor of our selection.  We will compare the scope of the repairs as recommended by each estimator, and establish the settlement thereafter.       If Ms. ********* would like to arrange for this course of action to ensue, she should contact John B***** Metro Mattress’ Director of Operations at her earliest convenience.  Mr. Brown can be reached at (315) 218-1233.   Respectfully,  Mark I. B***, Jr.  Director of Service & Procurement Metro Mattress Corp.  

9/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Steve the manager says this i the bed I picked out.I keep telling him it wasn't the one I picked out. The one I thought I was getting the spring and mattress were both 12-14" thick.There it was adjustable. the one I
got  spring is 4"thick & the mattress is 8 ". I went on Monday to get abed and if this bed had been in the store like they said it was, why then I called on Friday 13th& asked when I would get my bed
delivered. they delivered it Sat. & I saw it & said to the  boys-that wasn't what I ordered! I'm tired of complaining I told Steve I wanted a regular queen size mattress & box springs, & take this
one back.& he said  I'm stuck with adj  base & wanted me to pay another $400 to get different mattress.No! I am not paying more money.

Desired Settlement: I just want a reg. bed, take this one back, no more money. This one hurts my hip, the paper explain. I'm not sleeping good at night

Business Response:

     This email is in response to the complaint filed by Ms. ***** ******** (ID #********).  The nature of this complaint pertains to Ms. ******** seeking to swap her current mattress with another model.      Ms. ******** had contacted Metro Mattress several months after her original delivery stating she felt there was a defect in her bed, and that she was not sleeping as comfortably as she wanted.  Metro Mattress, at our expense, ordered a 3rd party company to inspect Ms. ********’s mattress so that we could file a formal warranty request with the manufacturer.     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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.      Upon review of the information gathered by the inspection company, the manufacturer deemed Ms. ********’s mattress to be free of defect, and subsequently denied the claim.      The location in which Ms. ******** made her purchase then began a dialogue with the customer concerning a Comfort Exchange.  Metro Mattress does offer a 1 Year Sleep On It Comfort Exchange program for consumers like Ms. ******** that might have selected a mattress that they now feel isn’t the best choice for them.  The full terms of this program were included in the information submitted by Ms. ******** with her initial complaint.  Furthermore, the manager of the location did also submit for special accommodations and discounts on Ms. ********’s reselection which is a special exception and not normal under the terms of said policy.      To date Metro Mattress has tried our best to accommodate Ms. ********, however the merchandise she wants to exchange her current mattress for is significantly more expensive.  The offer of a special discount on this reselection is still on the table however, Metro Mattress cannot simply exchange her mattress for a different model without a small upgrade being paid.     If there are any further questions pertaining to this account, feel free to reach me during normal business hours at (315) 218-1235. Respectfully, Mark Bell    Director of Service & Procurement
Metro Mattress

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *********** We financed a *********** flex elite mattress about 2 months ago and when we financed the mattress the sales associate (Jared C******) did not provide us with any paperwork about the mattress prior to financing it. The ONLY paperwork we were given was AFTER we financed the mattress. We were only told that we could exchange the mattress if it did not meet our expectations; however, when we returned back to this location to exchange our mattress since we were unsatisfied with the one we had financed, the same sales associate informed us that we can exchange the mattress, but if we wanted a cheaper mattress, we could not be refunded the difference in price. At the initial finance of the mattress, this sales associate NEVER mentioned or provided paperwork that stated we would not be refunded the difference in mattress price if we were to exchange for a cheaper mattress. We are still VERY unhappy with the tempurpedic flex elite mattress and feel that we were mislead to buy/finance an expensive mattress and will possibly lose out on hundreds of dollars since we want to exchange for a more comfortable mattress we feel happy with. We want to have a mattress that we can get a full nights sleep on and the tempurpedic mattress makes that impossible to accomplish. We often toss and turn since the mattress holds in our body heat due to the material. We feel cheated since we were not given all of the information up front and would like for our situation to be rectified as soon as possible. Please help!

Desired Settlement: We would like to exchange our current tempurpedic flex elite mattress for a more comfortable pillow-top mattress and receive a refund for the difference in mattress price. Thank you!

Business Response:

     This email is in response to the complaint filed by Ms. ******* ***** (ID #********).  The nature of M. *****’s complaint pertains to the Comfort Exchange program offered by Metro Mattress.     Metro Mattress offers the Comfort Exchange program for customers that feel they selected the wrong mattress for their needs after delivery.  This program is not a part of the warranty coverage, nor is Metro Mattress obligated to offer such recourse.  The program exists solely as a gesture of good faith to our consumers so that they are afforded the opportunity to reselect off of a mattress they do not like.      The policy, and all associates fees/charges are specifically stated on Ms. *****’s proof of purchase.  Ms. ***** was in possession of the proof of purchase for 26 days before she accepted any goods.  This is considered a more than reasonable amount of time for Ms. ***** to review the policy.  Attached to this response is a copy of Ms. *****’s original invoice executed on 06/05/15.  Ms. ***** did sign acknowledging receipt of the Terms & Conditions of purchase.  Delivery of these goods was not accepted until 07/01/15.      Metro Mattress is pleased to offer a program affording customers this recourse.  It has been determined that Ms. ***** had an adequate amount of time to review and question these policies.  Ms. *****’s financing did not become active until she actually took possession of the merchandise.  Ms. ***** may still afford herself to the Comfort Guarantee as it is published on her invoice.     If there are any further questions pertaining to this account, I can be reached during normal business hours at (315) 218-1235.  Respectfully, Mark I. Bell, Jr. Director of Service & Procurement Metro Mattress

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Metro Mattress failed to honor the warranity and poor customer service in support of that warranity. A mattress and box set was purchased from Metro Mattress approximately 06/22/2014. This mattress set had a warranity. We contract metro Mattress and on the July 25, 2015 a Laura A***** came to our home to inspect the mattress. After the inspection she stated to us that matress had a defect and she would inform the office and we would be contacted. After a couple weeks not hearing from Metro Mattress we contact themm spoke to Damalle to find out the status. We were told that they would again get back to us. We gave them another week and again we had to reach out to Metro Mattress. Finally we reach Danelle at JohmGlen Store gave us the number to contact DreamWell about the issue. Which was the wrong number. My wife called back and spoke again with Danelle, who then informed me that Metro Mattress does no longer carry the mattress set and said we had to call the company that supply them the mattress set. Danelle gave me another number for DreamWell as they no longer deal with them. I question the reason we had to contact the third party when we purchased the mattress from Metro Mattress and the warranity was stated by Metro Mattress that it was a Dream Well warranty. To us that warranity was support by Metro Matresss. We did contract the third party to see with we could get this issue resolved. DreamWell, who supply t mattress said we had to bring the mattress to them for inspection. Now we live in western New York and they are located in New Jersey. Not very easy done. We again contact Mreto Mattress and told them what we found out. This time we spoke to Tara, who is above Danelle, who told us they are not sure how to resolve this, and will check into it and get back to us. No way to handle customer service. We inform Tara we want and equal or greater replacement or refund.

Desired Settlement: we seek a repalcement that is equal ro greeater or a complete refund

Business Response:

This letter is in response to the complaint filed by Ronald *****, ID #10770051.  The nature of this complaint pertains to a warranty claim.  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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.  Unfortunately, in the year since Mr. ***** made his purchase, Metro Mattress has ceased to carry any product from the manufacturer of Mr. *****’s bedding.  Being that we are no longer a licensed dealer of products from the Dreamwell Bedding Company, they do not authorize us to mediate or handle warranty claims in any regard.  Metro Mattress does not have any authority over  any of the terms that the manufacturer has offered to Mr. *****.       However, as a gesture of good faith, Metro Mattress has decided to offer Mr. ***** the prorated credit that he would have received under the terms of the manufacturer’s limited warranty which offers a prorated credit after 1 year.  This credit was published to the location in which Mr. ***** made his original purchase.        If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ***** *********  Respectfully,  Mark I. Bell, Jr.  Director of Service & Procurement Metro Mattress Corp.

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. We are responding to Metro Mattress statement provided to you (BBB). 

When Danelle spoke to us after receiving the compliant, she stated that Metro Mattress stop carrying the mattress that we purchase and stop dealing with DreamWell several months ago, who is the manufacture of the mattress. Since Metro Mattress is no longer dealing with DreamWell and Metro Mattress will not honor the warranty. Then Danelle offer a $200 credit against another mattress and would not give us a refund.  We paid $269.99 for the mattress and we need to correct the amount we provide in our compliant. The lowest mattress they carry is $450. We would have pay and extra $250 to replace a defective mattress. I believe if they can offer a $200 credit they can refund the purchase price. As for the warranty, when we first contact Metro Mattress about the problem with the mattress, Metro Mattress was aware  that we were over the warranty date by a couple weeks and that they would still honor the warranty and they would send Laura out to check out the defect. So to bring the warranty issue after the fact after they stated to us they honor the warranty is not right.  I want to bring to BBB attention that Metro Mattress was misleading in their response to BBB. Metro Mattress would not honor the warranty because it was not their warranty no longer deal with the manufactory. In a TV commercial that was air Aug 21, Metro Mattress reference in their Labor Day sale stated there was one year sleep on it warranty.  When we purchase the mattress that what the sale person told us that there was a one year warranty. It was our understanding based on the sale man statement that mattress was backing their mattress by Mero Mattress warranty. Final point, when Metro Mattress deal with so many manufactory how does a customer know when cease dealing with any certain manufactory. Our position is, instead of a credit issue a refund and honor the warranty as they state in their Labor Day commercial. Regards,  ****** *****







Business Response:

This email is in response to the rebuttal sent by Mr. *****.  Mr. ***** is mistaken concerning the One Year Sleep On It Guarantee.  The Sleep On It Guarantee does not allow for the return and refund of the purchase.  It is a comfort exchange program that allows customers to exchange their bed for another in the event that they believe they selected the incorrect bed.  This program began in January of 2015, which is about 6 months after Mr. ***** made his purchase.     This program is completely unrelated to the warranty against defect offered by the manufacturer.  Metro Mattress’ offer of prorated credit remains as it would be exactly what the manufacturer would be obligated to offer under the terms of their warranty. Respectfully,  Mark I. Bell, Jr.Director of Service & Procurement Metro Mattress Corp.

8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: VERY SOON AFTER WE GOT OUR NEW MATTRESS IT DEVELOPED A LARGE AND DEEP INDENTATION IN THE MIDDLE OF THE BED. IT'S LIKE SLEEPING IN A PITT. DUE TO THIS I AM NOT ABLE TO SLEEP WELL MY BODY IS KILLING ME WHEN I GET UP IN THE MORNING AND THROUGH OUT THE DAY. I'M HAVING HEADACHES. THE WARRENTY WOMAN CAME OUT TO MEASURE HOW DEEP THE PITT IS AND WE HAVE NEVER HEARD ANYTHING BACK, THAT I THINK WAS IN MAY. SHE SAID THE MINUTE SHE WALKED INTO THE ROOM AND SAW THE BED SHE KNEW SOMETHING WAS WRONG WITH IT. I HAVE EMAILED METRO MATTRESS AND HEAR NOTHING BACK FROM THEM. THE PEOPLE AT METR0 MATTRESS IN CAMILLUS TOLD ME THIS WHOLE PROCESS WOULD ONLY TAKE 8 OD 9 DAYS. PLEASE HELP. THIS IS THE SECOND MATTRESS OF THE SAME KIND, THE FIRST MATTRESS WE GOT HAD TO BE RETURNED FOR THE SAME REASON. THAT WAS BOUGHT ON 12-27-14. WE THOUGHT WE JUST GOT A BAD MATTRESS, BUT THE FACT IS IT WAS NOT JUST THAT ONE IT IS THIS ONE ALSO, THEY MUST BE VERY POORLY MADE.

Desired Settlement: I WOULD LIKE ALL OF OUR MONEY BACK.

Business Response:

According to our records, and approval for the exchange of Ms. * mattress was issued to the location in which she made her purchase on May 22, 2015.  We have instructed the store try again to reach her today.
Respectfully,
Mark B***
Director of Service and Procurement
Metro Mattress

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a mattress from Metro mattress on May 23rd 2015 and the mattress I bought had really bad sinking problems I wanted my money back but they told me I would have to get another mattress so I agree to get another mattress but the mattress they exchanged it with had worse problems then the original mattress I want my money back so I can get a mattress that I can sleep on I cannot sleep on the mattress that I purchased from Metro mattress for $1000 I have contacted Metro mattress on numerous occasions and I have not had any luck with settling anything and I cannot even sleep on a bed and I have numerous health issues that I should always be able to sleep in my bed in the bed that I got from Metro mattress as not able to be slept on due to the sinking problems

Desired Settlement: I would just like to have my money back so I can get a mattress that I can sleep on and I would rather have the money back just so I can get another mattress from somebody else if I could

Business Response:

     This letter is in response to the complaint filed by ****** ********, ID #********.  The nature of this complaint pertains to a warranty claim on Mr. ********** product.
     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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.  In the event that a defect is identified, the manufacturer reserves the right to repair or replace the faulty merchandise.  The current Refund Policy states specifically as follows: ALL SALES ARE FINAL. MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME.
     According to our records, Metro Mattress did exchange Mr. ********** mattress with a new different model on 07/22/15, which is eight days after this complaint was filed.  If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ***** *********
Respectfully,
Mark ** ***** ***
Director of Service & Procurement
Metro Mattress Corp.

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/09/14 got a mattress, ******* * ****** and my paid 1215.00 for it. In a matter of 6 months, the mattress was sagging on my side. Called Metro Mattress on 4/18/15 and told them that I was getting back pain I my lower back. On 05 /9/15 some lady came over and measured the mattress and said that it was sinking on my side about 1 inch, on my side of bed. I have only had this mattress 6 months. the lady said that someone will contract you within 5 business days. On 5/18/15 called metro mattress and told me that that did not hear from ******* * ******* On 5/20/15 called same problem. ON 05/21/15 same problem. On 5/30/15 called again same problem, and told the person that I am sick and tired of this problem and that I want a refund, and I will go to another store, she said that they will off set the mattress with another one of equal value. I dot want another mattress from this store, I just want my money back , so I can go some where else.

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 Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.
     Upon Mr. *****’ filing of the complaint, Metro Mattress did order the inspection of the mattress in question.  Upon receipt of the in-home assessment results, Mr. *****’ mattress did not meet the manufacturer’s minimum requirements to qualify for replacement of the mattress in question.
     Metro Mattress has notified Mr. ***** that solely in an effort to try and capture enough data to get the manufacturer’s approval for exchange, we are going to have a second assessment performed.  Metro Mattress is attempting everything in our power to give Mr. ***** the benefit of the doubt.
     Metro Mattress does not see grounds to grant Mr. ***** proposed resolution.  As previously stated, Metro Mattress is not responsible for the warranty coverage on this sleep set, nor do we have the authority to approve for the exchange of product.  Our hope is that the second inspection might show something previously overlooked that might be able to be exploited in Mr. *****’ behalf.  We certainly would prefer for Mr. ***** to be able to exchange his mattress.  However, the manufacturer will not grant approval without clear proof of a defect.
     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

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/25/2015 I went to metromattress and purchased a mattress and box springs and mattress protector for $2502.18. The mattress was not what I needed (too firm). After 2 days I called the store to request another mattress and box spring in accordance with their return policy. When we went back to the store for the exchange we found another bed and box spring in a cheaper model. We were told that we could make the exchange for the cheaper model but would still have to pay the original amount ($2502.18). When I asked Why The manager stated that we were locked into the original amount and must spend at least that much if not more for a another mattress. I paid a $25.00 down payment on 4/25/2025 and that was all, There was no mention that we would be locked in at that price. So even if we found a cheaper sleep unit (ie $900.00) we would still be billed the original amount. If this was explained to us we (my wife and me) never would have purchased the bedding at that store.

Desired Settlement: Let my wife and me select a mattress at the price offered for that item and not have to purchase a mattress for the same price as the first one. This sales technique is very deceptive and should be stated up front and not as "Oh by the way your stuck with your first purchase price".

Business Response:

     This email is in response to the complaint filed by *** ***** ****** *** *********).  The nature of *** *******s complaint pertains to the Comfort Exchange program offered by Metro Mattress.

     Metro Mattress offers the Comfort Exchange program for customers that feel they selected the wrong mattress for their needs after delivery.  This program is not a part of the warranty coverage, nor is Metro Mattress obligated to offer such recourse.  The program exists solely as a gesture of good faith to our consumers so that they are afforded the opportunity to reselect off of a mattress they do not like.

     The policy, and all associates fees/charges are specifically stated on *** *******s proof of purchase.  *** ****** was in possession of the proof of purchase for 4 days before he accepted any goods.  This is considered a reasonable amount of time for *** ****** to review.

     *** *******s example concerning the down payment he placed on the original purchase is not the same.  The original down payment allowed *** ****** to lock in a price that was likely to increase in the near future.  He could certainly have switched to a different product, or even cancelled the order at any time.  The Comfort Exchange program deals with bedding that has been in use in the customer’s home.  Because the transaction now involves the return of used goods, the guidelines are different.  The policy in its entirety reads as follows:

 

If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value.  This offer is a One Time Only Exchange. No exceptions.

     This Program applies to New Bedding only.  Merchandise having been sold “As-Is” (Including, but not limited to: Floor Samples, Scratch & Dent, Clearance Merchandise, etc.) does not qualify for Comfort Guarantee Program.  After delivery of newly selected comfort exchange sleep set, ALL SALES ARE FINAL AND NO FURTHER EXCHANGES ARE PERMITTED.  No exceptions. 

     All requests for Comfort Exchange must be made in person, at the original store of purchase, and may NOT be made by telephone.  No Refunds will be considered.  As stated in the Metro Mattress Sales Agreement; ONLY Customers purchasing a Mattress Protector from Metro Mattress at the original time of purchase will qualify for this one-time Comfort Exchange.  As acknowledged by Customer at the time of original purchase, failure to purchase and utilize a Mattress Protector purchased from Metro Mattress at the original time of purchase shall disqualify Customer from participation in the Comfort Exchange Program.  No exceptions.  At the time of exchange, original mattress MUST be clean and COMPLETELY free of any stain, blemish or damage without exception, as well as have all law labeling intact. No Exceptions.

     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/delivery fee based on the following schedule:

· Exchanges completed in 30 days from date of original delivery or less, exchange fee = $99.99

· Exchanges completed between 31 & 365 days from date of original delivery, exchange fee = $199.99

No comfort exchange will be considered after 365 days (1 year) from the original date of delivery/pick-up. No exceptions.

     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 applicable service charge in order to participate in this program.  In these cases, NO partial refunds OR store credits will be issued. No exceptions.  Our Comfort Exchange Program is limited to bedding only. Adjustable Bed Bases, frames, futons, daybeds, headboards, bunk beds, pillows, etc., are NOT part of the Comfort Exchange Program.  Special Order merchandise which includes (but is not limited to) special size merchandise such as Full XL, Three Quarter, Waterbed Inserts, Cal. King, etc. do not qualify for Comfort Exchange Program. No exceptions.

 

     Metro Mattress does not require that customers are “stuck with your first purchase price” as stated by *** ******.  As you can see in the policy, there is flexibility as to what the customer may reselect.  There are not however any refunds (partial or otherwise) in accordance with the policy.

     According to our records, *** ****** did reselect another model which was delivered to him on the same date that this complaint was filed.  The exchange in its entirety was executed within the letter of the policy.  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

4/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a mattress and it did not hold up as promised. Contacted the store four (4) times since Oct. 2014. Each time I spoke to a "new" manager (****, *****, *****) who stated they would look into it and call back within 45 minutes. Each time no one returned the call. Horrible customer service.

Desired Settlement: Originally I would have been happy with a replacement - after all the aggravation and non response they should be refunding not replacing.

Business Response:

This letter is in response to the complaint filed by ******* *****, ID #********.  The nature of this complaint pertains to a warranty claim on Ms. *****‘s product. First let us apologize for the delay Ms. ***** is experiencing with her warranty claim.  It is always our intent to try and rectify situations of product failure as quickly as possible.  I have confirmed that the store has submitted all of the appropriate paperwork, and that our warranty department has ordered the inspection for this product.  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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.  Once we have the inspection information on Ms. *****’s mattress we will be able to have the manufacturer make a decision on the claim.  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.

Consumer Response: The mattress inspector called me on 3/25 at 7:30 pm and left a message to schedule appt. with him. I called him on 3/26 and left a message - no response. I called again today 3/27 at 2:45 pm and he can't schedule appt. until 3/31. I will be out of town until 4/6. Please do NOT close this claim out as it has not been resolved and I won't be able to accept or reject whatever offer Metro Mattress provides until the inspector can give them his report.

Unbelievable that I have had to do some much calling and recalling to resolve this issue. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint because the mattress has not been inspected and therefore no resolution has been offered.  Regards, ******* *****




Business Response:

This letter is in response to the complaint filed by ******* *****, ID #********.  The nature of this complaint pertains to a warranty claim on Ms. *****‘s product.  Again let us apologize for the delay Ms. ***** is experienced in the filing of her warranty claim.  It is always our intent to try and rectify situations of product failure as quickly as possible. As previously stated, 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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer. Upon review of the in-home assessment of the mattress in question, the manufacturer did not find any sign of defect or failure in the product.  The following is stated in the Manufacturer’s Limited Warranty furnished on this product by the ***** Mattress Company: The ***** Warranty does NOT cover items not expressly listed in the “Warranty Coverage” section, such as, but not limited to: …   Body impressions less than 1½" 
  • Sagging in the mattress that measures less than 1½"   The impression reported upon inspection of Ms. *****’s mattress was 7/8” or less and therefore did not qualify for replacement under the terms of *****'s warranty.  Our records indicate that our Customer Service Department was able to connect with Ms. ***** this morning and relayed the manufacturer’s decision.  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. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.  However it's like fighting city hall - I realized that based on their initial response which was to ignore my repeated phone calls, that any response was going to be in their favor not mine. The company should go on record as one that does not work quickly to resolve customer inquiries. An apology for the delay was not offered until they called to tell me they would not replace the mattress. I will be sure to let others know not to shop at Metro Mattress.  Regards,  ******* *****




4/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress that cost over 2,000 from metro mattress/ it was called the Portofino and was supposed to be very firm. The purchase was only nine months old when the center of the mattress began to cave in. I called for over a month to file the claims accordingly to the metro mattress on Erie Blvd. I was told by three different reps that I would receive an email. I didn't receive an email and so they sent me a letter with the claims directions. I took all of the required pictures and sent the information into the claims department. I didn't receive a confirmation email. For over 2 months I have been calling regarding my mattress claim. I left several messages with ****. On March 18, someone named **** called to tell me the mattress was being replaced or I could receive a credit. I said I wanted the mattress but I was concerned about the same problem occurring. she said it was a new mattress that hadn't been sitting around in the ware house so it should be fine. Then she told me I had to pay another 40 delivery fee and tax. so another 43$. Once she took my credit card number she said they didn't have a mattress in stock. Then she put me on hold to say another customer didn't need the same mattress delivered and I could have theirs. I said I didn't want to be charged for the delivery fee at all but that not to charge me until the mattress was delivered. She said that was fine. I called back two hours later to confirm what the status was and someone named ****** or close to it took the call and told me that it wasn't going to be delivered and I had to talk to someone else. I asked for the GM and I received no one the girl wouldn't give me anyone else. She said **** would take care of it. I asked her to look at the notes and she said this isn't *******, we don't keep notes lady. I told her I wanted the GM and that she was speaking to me rudely and not very educated. She immediately put me on hold and the someone named ******* who said she was the Regional manager picked up the line. She said that she would hang up on me if I didn't calm down and that I can't call her people ignorant. I told her that's not what I said and then she called me Mrs. *******. That isn't my name. They didn't even look up the right person. ******* then went on to tell me that I owed the 43$ and to read my warranty. I asked her if she knew who I was at this time because she didn't have my name correct. She said it didn't matter because no matter who I was I owed the 43$ I told her I would let the local news know how poorly they treat their customers and that I would never buy another mattress from them again. She said go ahead. I still don't know if my mattress is being delivered tomorrow or not and it has been under a claim notice of defect for over 3 months. Not just one of the reps at the store were horrible, ******, **** and primarily ******* were unprofessional and didn't even have the correct name.

Desired Settlement: I would like the entire amount that I spent on the mattress refunded and they can take the defective mattress out of my home and claim on their own insurance. I purchased the mattress on 3/1/14 for 2,667.58 and contacted metro mattress in January and then repeatedly in February2015. I still don't have a replacement and now they are asking for another removal fee and delivery to be paid in advance of receiving the mattress. They charged me another $43. They don't know what customer service means.

Business Response:

This letter is in response to the complaint filed by Ms. ******* *******, ID #********.  The nature of this complaint pertains to a warranty replacement on Ms. *******‘s product. First let us apologize for the treatment and delay Ms. ******* experienced with her warranty claim.  It is always our intent to try and rectify situations of product failure as quickly as possible, and it would seem that we did not live up to our end of that bargain for Ms. *******.   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.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer. The manufacturer’s warranty does also state that it does not transportation costs associated with an approved warranty exchange.  This is the reason for the nominal delivery charge Metro Mattress charges when executing an exchange. According to our records, Ms. ******* has received the exchange of her mattress.  Additionally it would appear that a manager did get authorization to waive the delivery fee as a gesture of good faith to Ms. *******.   Again, our sincerest apology  for the comedy of errors that befell Ms. *******’s account.  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.

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a warranty complaint with this company on mattress I purchased on 8/31/14 the complaint was filed on 12/29/14. When I spoke with store manager,Jerrod, I was given a form to fill out and take pictures of mattress condition,a very large sag in the middle,witch I did.When I dropped off paper a day later I was told by the store manager the pictures were not necessary. After many stops to the store an inspector was finally sent to my home on 1/26/15 and as of 3/10/15 I have not heard one thing from this company.

Desired Settlement: I would at least like my mattress replaced with one of better quality and if that is not possible a complete refund of my money including tax and removal of this bed from my home at no charge. I also believe that after spending nearly 1700 dollars with this company that someone could get off their high horse an call me!! this company's customer service is deplorable at best!

Business Response:

     This email is in response to the complaint filed by Mr. ***** ******* (ID #********).  The nature of the complaint concerns the customer receiving a response to a warranty claim.  We apologize for the delay.  Our records indicate that a warranty approval was issued to the store location in which Mr. ******* made his purchase.  This approval was issued on 03/05/15, and the store staff has reported that they have left a few messages for Mr. ******* beginning as early as late last week.  At this point, if Mr. ******* has not already spoken to the store, he should reach out to them as they do have all the information needed to complete the warranty claim.
Respectfully,
**** ****
Director of Service & Procurement
Metro Mattress

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company was provided photographs of the mattress. And was also told that the waterproof cover bought at the same time had also been defective. When the new mattress was supposed to be delivered the delivery driver was told by the company not to exchange it because of stains ( which were previously documented both in pictures and verbally). So now I'm out $1600.00 for a defective mattress and broken box springs plus I had to pay an additional $40.00 delivery charge as well.

Desired Settlement: I want the mattress and box springs replaced , or I want a full refund of the purchase price plus the extra delivery charge at a total of $1640.00 I will not accept store credit as I will never purchase anything from this company again.

Business Response:

     This letter is in response to the complaint filed by Mr. ****** *****, ID #********.  The nature of this complaint pertains to a warranty claim on Ms. *****’ 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 Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.     Upon attempted delivery, Ms. *****’ mattress was found to have several stains.  The warranty coverage on Ms. *****’ mattress is offered by the Serta Mattress Co., and specifically states the following: Serta reserves the right to refuse service and invalidate the warranty when the sleep set, even if defective, is in an unsanitary condition (due to blood or bodily fluid stains or soiling, infestation or other abuse), when the sleep set has evidence of damage from liquid penetration, cleaning or the use of cleaning fluids, or whenever the product failure is caused by factors other than defective workmanship or materials.
...Serta reserves the right to deny warranty coverage if the sleep set exhibits stains or soiling of unknown  origin or nature and it appears to Serta, in good faith, that the sleep set may be in an unsanitary condition or may have been damaged by liquid penetration or other abuse.    The mattress protector purchased by Mr. ***** does require that the consumer file a claim of failure within 5 days of an occurrence.  Mr. ***** did not file any claim for a failure on the product.   Based upon the fact that numerous stains were found on the bed, the protector company cannot take responsibility for the degree of staining as they were not given the opportunity to address the problem in a reasonable amount of time.    The outcome of Ms. *****’ warranty is governed by the guidelines set forth by the manufacturer.  Metro Mattress does not have any authority over these guidelines, and therefore cannot change the decision.    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.

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 mattress cover that failed was unusually returned to the store where originally purchased. At that time they exchanged the cover and I was never informed that I would have to do anything further in regard to the failed cover. Instead of letting me know I had to file a claim with the cover manufacturer, the store simply exchanged it. At that time they had full knowledge there was a problem with the mattress and box springs. And I believe that I was not informed that a claim needed to be made with the manufacturer of the cover so that they would not have to honor any warranty.  Regards,  ****** *****




Business Response: The stains were found upon attempting the exchange delivery, not the original delivery.

1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sm Kampala pt Cali king mattress on May 21 2014 called complained to the store manager I have a big sag hole in mattress they sent someone out to take pics and said I had stains which they couldn't replace it it was only 6 months old defective and I paid 1100.00 dollars this needs to be replaced when the agent came out to take pics the lighting was very poor in my room only a nightlife on the stand so to say I had stains is obsurd I AM THE ONLY PERSON TO SLEEP ON THIS BED!!!! THEY REFUSED TO GIVE ME CORPORATE NUMBER....Needless to say this mattress is breaking down worse and now on the other side of the bed....thanks for taking care of this I HAVE BEEN DEALING WITH THIS FOR MONTHS AND I AM TIRED OF IT....IT WASNT A CHEAP PURCHASE I PAID CASH!!!!!

Desired Settlement: REPLACed with same or SOMETHING BETTER THAT WONT BE DEFECTIVE!!!!

Business Response:

     This letter is in response to the complaint filed by *** ****** ****** ** *********.  The nature of this complaint pertains to a warranty claim on Ms. *****’ 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 Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer. Upon inspection, Ms. *****’ mattress was found to have several large stains.  Her claim that the stains were mistakenly reported by the inspector due to poor lighting is inaccurate.  I have attached a photo of the mattress in question, which is without question severely stained.
     The warranty coverage on Ms. *****’ mattress is offered by the Simmons Mattress Co., and specifically states the following: Simmons® product that is stained, soiled, or infested with vermin, even if defective.  For health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage.  The outcome of Ms. *****’ warranty is governed by the guidelines set forth by the manufacturer.  Metro Mattress does not have any authority over these guidelines, and therefore cannot change the decision. 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 Corp.

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.  Regards,  ****** *****




10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March 2014 I purchased a metal bed frame along with a box spring. I paid for deliver and it was delivered on time. Upon placing the bed in my room I noticed that one side of the bed frame sticks out. The bed frame is uneven. I tried evening it out but it's not possible. It must be a defect from manufacturing. Every time I walk close by the bed frame I hit my leg which causes tremendous pain.

Desired Settlement: I wish to get a bed frame that is free of any defect. Initially when I purchased the bed frame and the box spring, I was told that there would be a delivery charge if I wanted to return the bed. It's really not my fault that the frame has a manufacturing defect.

Business Response:

This email is in response to the complaint filed by ********* ****** (ID # ********).  It is unclear exactly what the issue is solely based on this complaint.  We will have the Metro Mattress location in which the purchase was made, reach out to the customer to try and sort the issue out.  If there is a defect in the product that the customer received, Metro Mattress will certainly rectify the situation.  Additionally, Metro Mattress will absorb any applicable delivery fees as a gesture of good faith.
Respectfully, **** ****Director of Service & ProcurementMetro 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.  I am waiting to hear from the business.  Regards,   ********* ******




10/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Mattress and Mattress base that was told I had 30 days if was unhappy I could make and exchange within the 30 days and be received the difference in price back onto my credit card. After contacting the store several times and speaking with ***, **** they avoided me for a week. I finally called again after a week, they then told me I had to call the number on the back of the remote for the base as the base is electric. As I was unpleased of the use. When I called that number the man first asked me if I registerd the product which by *** or **** I was never told I had to do. When I was sold the merchandise they said they could give me a good deal because they purchase by the quanity for hotels. With that being said I further looked at the base and their were holes in the base and black marks, I then called them back to tell them of this, they then avoided me for a few days. Then **** from Corporate had called me. I told him the situation, he then said he would get back to me after he would see what he could do after I said what I would like done, which was get a smaller bed and be refunded the difference as I was told by *** when I first went into the store, also when I went back into the store after being delivered the merchandise, also when I was told to call the service number on the back of remote cause the base was loud. Now after calling corporate **** he has been not responding to my calls, when I leave my phone number I can be reached at, I have left two to three different numbers of which I can be reached, he has only called me back once. I would like a return on my product at this time due to all of this situation with my money back and refunded on my credit card due to the false advertisement done by **** and against their policy from what **** has told me and from him avoiding my phone calls of which my 30 days will be up on aug 17th.

Desired Settlement: I would like a refund on my credit card due to this false advertisement done my *** at the store, and the avoi***ce of calls by corporate which is **** to my three numbers which was left on his voice mail, I have called nearly every day to get the attention of **** and have told him I would be contacting the business buearu thank you

Business Response:

This letter is in response to the complaint filed by ******* ******, ID #********.  The nature of this complaint pertains to Ms. ******’s warranty guidelines as well as the comfort exchange policy.     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. 
The issue at hand is with *******’s daughter *****, as she is the person using this bed, as well as the person that has been making the complaint phone calls.  After trading several messages with *****, I did personally speak to her about her options.  She seems a little confused as to what our policies allow, and I tried to explain the following:
#1 – *****’s complaint pertained to reported “Damage” or scuffs on her adjustable base.  Even though the delivery was signed for as all merchandise having been received in good condition, I explained that if she can email photos of the damage in question, we will try and rectify the issue. 
#2 – ***** also complained that the queen size set didn’t fit in her bedroom the way she would like.  As it is explained in the Comfort Exchange Policy, consumers may not exchange adjustable bases.  However, Metro Mattress was willing to make an exception for her simply as a gesture of good faith.  We would allow her to exchange the queen set and reselect to a full size.  However, she was not told that she would receive a refund.  The pricing structure with the Comfort Exchange Policy is very clearly stated on her receipt.
It is certainly our intent to help rectify the situation at hand.  However it should be clear that Metro Mattress delivered a queen adjustable set as per the purchase made by *****’s mother *******.  Additionally, the delivery was completed and signed for as follows:
 “All merchandise/services completed in good condition. No damages sustained to merchandise or Premises” 
Signed by ******* ****** on 07/21/14.
We urge Ms. ****** to act on the Comfort Exchange as quickly as possible as New York State law dictates that the exchange must be performed within 30 days.
 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.
 

Consumer Response: The delivery people called several times switching the appointment in regards to what time they were coming even though the time slot was 4-7.  My daughter *****e had a doctors appoint and would have been home in time for 4, although the mattress came early as unexpected. I am a 73 year old elder woman and signed off on the matters as they were brought in the house in no packages. My daughter was not here. And her initial complaint was the bottom base being too loud with the remote of the head and base working up and down, of which she called and spoke to ******, *** about and they avoided her for a week. Then she called back with out them contacting her, and they told her to call the number on the back of the remote, the people at that phone number asked if we registered the product yet and if it was new or used.  So we further looked at the base and saw the damages.  that was when we called ****** and *** again about what was going on and we were upset.  Because we were told by ****** that within the 30 days we had the exchange with metro matress with any problems, and also was able to get the difference in cost if we chose another,  We were told that also and in selling the bed to us, he said he was able to give us the deal he did cause they bought in quantities for hotels and it just so happened that they were making a purchase for a hotel, was it really a swap where we got a used base? is this the reason why as well the base is loud with the components of allowing the head and foot to go up and also for it to vibrate so my daughter can be comfortable as she is disabled. They even made a mistake on my bed as well but I am not going to make a fuss over that because it is petty. This is major though and it is very unprofessional to a consumer that even though what their policy states their employees say another thing to their customers and here we are getting placed on the back burner cause of their policy.  They told us we could get the difference amount back if we went to a lower bed, because of the size of the bed in the room, we told ****** we weren't sure about it, and he said we could get the difference in regards to choosing another bed, even though we sized it, once it came into the bedroom it was different, we went into the store several times about all this. We are very disappointed that we are being lied to and taking advantage of and would never EVER recommend anyone over to this company,  As my daughter was there talking to someone maybe for the 4th time another customer came in and over heard what me and the co worker were talking about and even she left, and the coworker left me to run after her as she was sitting in her car to get her to come back into her store.  I find that pretty odd running after customers, and then when I spoke to ****** at one time he Knocked another mattress company down the street as he said they sell used mattresses ,,,,,so unprofessional.......I would like to go into the store find another set and get the difference as I was told I could. I don't like liars.  My complaint still stands firm.I have reviewed the response made by the business in reference to complaint ID 10165862, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,  ******* ******





Business Response:

This foundation in question was exchanged on 09/29/14.  Metro Mattress has tried to be attentive to this customer, and make an exchange even though the product was signed for as in good condition.  Metro Mattress now deems the issue to have been addressed.  Respectfully, **** **** Director of Service & Procurement Metro Mattress
 

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I ordered a mattress set from Metro Mattress Set from Metro Mattress in Niagara Falls. We have paperwork showing a ***** and ****** ****** ****** **** **** ****h mattress set that we ordered. Metro Mattress delivered a mattress set on September 13th and installed it. When they remover the plastic cover, my wife realized it wasn't what we had ordered and paid for in full. The delivery crew agreed that our paperwork did not match. After 3 visits to the local store, all I get is a response that they are still waiting for an answer from corporate. I was assured I would receive a call from the local store regardless of hearing from corporate. I revisited the store twice on September 15th and am getting the run-a-round from the manager. I plan on returning to the store and demanding a full refund on September 16th. We were deceived by the staff as the delivery crew stated that the model we ordered was not even on the inventory at the warehouse. I believe they tried to appease us by ordering a similar mattress. They may have gotten away with it, except for the fact we asked for a plush and the one delivered was a pillow top.

Desired Settlement: Unknown at this time because the local store manager failed to respond to me after several visits to the store, in person.

Business Response: This email is in response to the complaint filed by Mr. ****** ***** (ID #********).  First let us apologize for the confusion surrounding this account.  The model that Mr. ***** purchased was found to be unavailable to Metro Mattress from the manufacturer.  This was learned after the transaction took place.  The paperwork was mishandled, and the original delivery should have never taken place.  Today, the store in which the purchase was made did process the paperwork and arrange with Mr. ***** to return the bed for a full refund.Again, we apologize for the confusion, and hope that the complete refund of the purchase is an adequate settlement for the consumer.  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

 

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have complaints on many different levels with Metro Mattress. I purchased a mattress for $960.00 and a mattress protector or $149.00. I put in a warranty claim for indents and bad coils which was granted. After following Metro Mattress' protocol, a new mattress of the same brand was delivered on 5-27-14. Five days later, after bad coils that I could feel and hear, another warranty claim was put in. The warranty person came again. This second mattress was also bad. Metro Mattress told me what 3 coil mattresses I could choose from. I felt this was not fair as the consumer with credit at the store. I wanted a different brand. They responded by saying that was not possible. They refused many times to refund my money. After much research I have decided to go from a coil mattress to a memory foam mattress, agreeing to split the cost difference. Again they refused to accommodate me. Again I have asked for a refund with no avail. They offered a choice of 5 mattress' that I could choose from. Not acceptable to me as a consumer. In the mean time I have had to sleep in a different bed & on the couch. I have spent an enormous amount of time trying to resolve this issue. There has been time off from work for 6, 3 hour windows of time for warranty and delivery, 13 trips back & forth to the store, emails, and countless long distance phone calls to customer service and higher representatives. A representative has called me "names" for being persistent and saying I was going to contact the BETTER BUSINESS BUREA and the attorney general. They tried to rectify the situation saying they would split the cost of the difference, letting me know I was given "same as the employee discount", and that we could go into the store 8-28-14, and the situation would be resolved. Needless to say no one knew anything about it. The customer service person who was suppose to be setting this up could not be reached and several messages left today were not returned. I want my money back. HORRIBLE SERVICE.

Desired Settlement: I request my money to be refunded due to lack of repeated thorough nights sleep, aching body parts, the amount of time taking to resolve this matter, the lack of respect given to myself. In my opinion the customer service representative, who claims to be one under the CEO, should take a public relations course or dismissed from his position.

Business Response:

     This email is in response to the complaint filed by ****** ******** *** ***********  It is certainly never our intent for any of our customers to be frustrated or unhappy with their purchase.  It should be clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.
     As is the case with almost all consumer product warranties, the coverage from the manufacturer states that they will replace a defective product.  The manufacturer does not offer the ability for anything other than a direct replacement.
     As a service to our customers, Metro Mattress does establish a credit based upon what the consumer paid for their bedding.  They receive 100% credit on the approved pieces that can be used to re-select, or upgrade their mattress model.  *** ***** * *** ******** were unhappy with the option to have the same model as their replacement, even though they are not entitled to anything otherwise under the terms of the manufacturer’s warranty coverage.  As a gesture of good faith, Metro Mattress established several other models that *** ***** * *** ******** could opt for at no additional charge to them.  This is not a standard protocol, but an exception we were making in an attempt to solve the issue.
     As we continued to try and rectify the issue, *** ******** notified Metro Mattress that she expected us to replace her model with another model that was nearly $1,000 more expensive.  We tried to explain that this request was not possible.  Once more as a gesture of good faith, Metro Mattress decided to offer *** ***** * *** ******** a significant discount on the upgrade, splitting the price with them. Again, this is not a standard protocol, but another exception we were making in an attempt to solve the issue.
     I apologize for the 24 hour delay caused by my being unavailable when they visited the store.  It certainly was not intended as Metro Mattress is as eager to resolve the situation as is *** ***** * *** *********
     Ms. Farabell’s request for a refund cannot be honored as Metro Mattress feels that our attempts and actions have been made in an attempt to be as favorable to *** ***** * *** ******** as possible.
     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 ** ********, and find that this resolution is satisfactory to me. 

Regards,

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



much to my dismay.   this was the worst customer service I have ever encountered and will pass this along

 

 

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

 

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

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, ***** ****



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
 

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
 

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, **** ** ***** ***

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.  ***** ******

 

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 19th of April we had a mattress delivered from Metro Mattress in Horseheads NY. It was purchased the day prior through their financing program. The salesman we dealt with completely misrepresented everything from financing price, to payments, to return, to needed accessories. In addition he said he would "email everything" to us. he did not. The salesman said that through the financing company our payments would be half of the competition (Aarons, Rentacenter,etc) and quoted us 91.08 a month for 12 months, having to pay the first payment upon signing the "contract". When we received the email from the finance company, its 91.08 every 2 weeks. We called the finance company who said the item can be returned to the supplier if dissatisfied with the arrangement, we then called Metro Mattress and spoke with the store manager, explaining what had happened. we were told on the back of our contract it "clearly states" no returns... there is no back to an emailed contract!!! When we told the store manager we never received a paper contract because we were told everything is in email format (including signature) he said "well its your fault if you left without paperwork. in addition the salesman stated that we "HAD TO" purchase a mattress protector so if we had to return the piece there would be no stains, $129.00. Now we are stuck with a ridiculously priced item and horrible, manipulating lies! The store manager then stated that his boss would be calling us in a day or two... its been a week and no call. Horrible people!

Desired Settlement: I want the contract voided and the item returned. I will never do business with these people nor recommend ANYONE else to.

Business Response:

     This email is in formal response to the complaint filed by Mr. ******* ****** (ID #********).  The nature of the complaint pertains to Mr. ******’s perceived financing terms.
     Mr. ****** made a purchase of a queen sized mattress only and mattress protector for a total with tax of $1301.38.  Mr. ****** paid $100 down, and financed the balance of $1201.38.  These totals are clearly stated on Mr. ******’s receipt.  As this price was agreed upon, his claim of it being a “ridiculously priced item” are unfounded.  The price was agreed upon regardless of the financing terms.
     The finance account was established under the name “***** ******”.  Attached is a copy of the contract which was e-signed by Ms. ******.  As it is clearly stated in this documentation, the customer is responsible for an initial finance payment of $25, with 24 more payments to be made over 12 months.
     The financing was arranged through Progressive Finance.  All documentation is emailed directly to the consumer by the finance company, and not Metro Mattress.  As stated on the documents, Progressive emailed all executed contracts to Ms. ****** at the following email address: ***********3@yahoo.com.
     All terms of purchase were disclosed and agreed upon by Ms. ******.  Metro Mattress does not see any evidence that the contract is incorrect or that the terms of fiancé between Ms. ****** & Progressive Finance were unclearly stated.
     Metro Mattress does not see grounds for the purchase to be refunded.  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

4/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Mattress for over $1000.00 at the Dewitt location from a gentlemen by the name of ****. He proceeded to talk up this certain ***** mattress and state it is "firm" and will not sink, will also be good for my wifes bacl (she has bad back issues). Its been two years not and this mattress is completely sunken in the center, springs are extremely loud and my wifes back is getting worse. I contacted the manager at the Dewitt location and he stated that it is a defect in the mattress but i have to fill out paperwork then mail it in. I think its completely disgustng with the amount of pictures and information i have to fill out. We were told when we purchased it to "call and it will be an EASY replacement". That was a lie and we were mislead. I do not believe it is a proper business practice to make someone fill out all of this information or for the salesman to mislead the customer in believeing that it will be an easy replacement.

Desired Settlement: I would like a new mattress that is equal value or even the same one (as long as it is not defective.)

Business Response:

     This response is in reference to the complaint filed by *** ******* ******** (ID #9999881).  *** ********’s complaint pertains to the warranty claim process.
     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 either an in-home inspection or proper photographs of the defect submitted by the consumer.  This includes the validity of the claim, and any replacement model offered.
     Overall, the warranty claim process is in fact, fairly “painless”, but as is the case with all consumer product warranties, the manufacturer does require proof of the defect before they are obligated to take action.  Metro Mattress does not feel that requiring some simple basic information from *** ******** to be classification of being misled or lied to, nor should it be construed as an unreasonable request.
     It is uncommon for consumers to have a defect in a mattress.  But when there is a defect, the manufacturer’s Metro Mattress does business with are all extremely eager to resolve the problem.  The information needed from *** ******** is frankly not much more than the information he filled out to file this complaint.  The sooner *** ******** completes the warranty request, the sooner Metro Mattress can begin aiding him in filing a warranty with ***** (the manufacturer of *** ********’s mattress).
     Because the warranty coverage on *** ********’s mattress is held by *****, and not Metro Mattress, we can only fulfill his desired settlement with the authorization of the manufacturer.  Metro Mattress strongly urges *** ******** to complete and submit the paperwork accordingly.
     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

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.

*




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
 

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

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

 

 

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,

*** ******

11/1/2013 Guarantee/Warranty Issues

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