METRO MATTRESS DISCOUNT SLEEP SUPERSTORE

BUYER BEWARE! My daughter and son-in-law purchased a mattress and box spring for use in my house last year. Within 6-8 months of use the mattress developed a "sink hole". This indentation was 3-4 inches deep making it impossible to get a good night sleep. They contacted Metro Mattress because they were told that there was a 1 year guarantee for any reason. It took months of sending pictures and phone calls to get them to agree to an exchange. When they arrived to do the exchange the driver said that they wouldn't take the mattress because it had stains on it. He accused my daughter and her husband of peeing in the bed. Obviously, they hadn't by where the stains were and the fact that they had a 3 inch memory foam overlay and a mattress cover on it. They were told to clean the mattress and they may do the exchange. They cleaned the top of the mattress using a high intensity flash light to see any marks. Today Metro Mattress' delivery driver came back and told me that it was still stained and wouldn't do the exchange. I asked if the driver could explain himself while I videotaped him. He agreed. He went out to his truck and 5 minutes later came back and said the main office said he could exchange after all. This certainly was a lot of trouble to get a defective mattress replaced. I will, and I am sure the rest of my family, will not be dealing with Metro Matress again.

My experience was horrible. They sold me a mattress for $1,000 and it had a great big dent in it so when I called and complained, they sold me another one. They told me they were going to exchange it but they put it on my master card. So I bought two different mattresses and both did the same thing. They delivered it and everything but I think they were a scam for senior citizens. I certainly would not trust what they tell me because they were verbal. I was there with someone else and we both heard the same thing, but they denied it. They figured two old ladies and thought they should take advantage of us. Their responsiveness was not good either, I had to wait and wait.

I purchased a bed from Metro Mattress 5 years ago. The bed has a 15 year non-prorated warranty. The king-size bed has become very uncomfortable and has a hug lump going down the middle of the bed. Over a month ago I approached the Greece, NY store and inquired about a warranty claim.They were incredibly understanding and said they would have a third party review the bed for defects and the ENTIRE process( from the time they reviewed the bed until the time a new bed would be delivered) would take a couple of weeks. So far so good. The third party reviewer did not arrive until two weeks later. He was a nice fellow and measured the sink hole and the middle ridge. He took numerous pictures as well. I asked him what the criteria was to have a valid claim and he replied, and I quote, "it depends if the person making the decision got lucky the night before". At that point the odds just went to 50/50. I assumed their is no criteria then. I am at the mercy of someone's personal life. Another two weeks went bye so I went back to the store to get a follow up. The manager their was nice enough as well as the regional manager. However, they tried to get me to purchase a high end bed at a discount before the warranty decision was made. I had already spend $1407.00 5 years ago on an apparent junk bed. I didn't want to spend that amount again. So I waited for the final decision to be made. All of the gentlemen in the store are seriously guilty of over-promising and under-delivering. I'm withholding their names because they're sales people. They need to make a living. So decision day came yesterday. They are not going to make a warranty replacement. I received a call from LIZ in Syracuse and she explained that there needs to be a 1.5 inch dip in the mattress and we only had an inch. She said the ridge in the middle is normal. (Sleeping on an angle is not normal) Also,what isn't normal is the way they do business. If we needed a 1.5 inch dip why wasn't it discussed prior? Why wasn't it a drop-dead issue as soon as it was measured. I told Liz how unhappy I was with the process and she had a "too bad" attitude. She said she would call the regional manager and call me back. You guessed it, she didn't call back. So the outcome is I am out $1407.00. The bright side is that I went to Charlotte Appliance and purchased a high end Simmons. They treated me like I was a member of the family and truly cared about my business. There is something to be said about a family run business. I will continue to support family run businesses and stay away from the chain stores. Never will I ever purchase another item from or recommend Metro Mattress.

I can only comment on the experience, since we didn't buy a mattress from them. Although the store was clean and the staff was nice, they immediately steered us away from the brand named beds and kept wanting us to try the 'latest' technology in bedding, latex and foam. We have been sleeping on a mattress made with 'memory foam' for 4 years (a no name bought from a fly by night place that went out of business in 2009) and had nothing but problems with it. What bothered me was that these new types of bedding were nearly 300-400 more expensive than the others like Seeley, Serta, etc. but she NEVER once showed us those, in spite of the fact that I told her that we were already having problems with our 'new technology' after only 4 years. I don't think I would shop there again, because after our last experience, we decided to go with a name that we knew would be around, and a manufacturer that would be able to help should something go wrong with our product.