At the expense of many important details, I will try and briefly summarize my experience with this company.
I have a wife and three kids, a house in Ontario, and live on only my income of about 30k a year.
In the Fall of last year, my wife and I purchased a mattress from a Metro store in Irondequoit. The salesman "Nate", who has since moved to manage the Penfield store according to Metro employees, was incredibly rude and unprofessional. He acted very impatient and did not honestly disclose any details of their non-existent warranty. In fact, he asked us to just take his word.
After delivery we discovered that the bed was vastly uncomfortable and did their comfort exchange at an additional $150. When the delivery guys came, they pointed out that the tag had been ripped off, and that the mattress appeared
defective, for which they were later scolded by Mr. Mark Bell (customer relations) for getting too chatty with the customer.
The replacement bed arrived with the package already opened, and we realized the first night that it was defective with broken springs throughout, popping and poking.
After many ignored complaints, we arranged for a warranty inspection. The guys arrived, not third party inspectors as promised by Metro, but Metro employees in a plain white van. Of course they found nothing wrong but blamed it on our box springs and our sloped ceiling. After several weeks not being able to sleep, were were able to get a Simmons representative out to our house, who determined the mattress was defective, and authorized a replacement.
Unfortunately, all deliveries have to go through Metro (and Mr. Bell), and when the next bed arrived, I refused delivery because the mattress was visibly twisted and bent with obvious depressions in the surface. It was also carried in in a taped bag.
Arranged for another replacement which was supposed to come between 4-7 pm. They called in the morning to confirm, but never showed up. When inquiring the next day, we were told it was because we called and canceled delivery. I wonder who called. It wasn't us.
On the final delivery, the mattress appeared to be OK and we accepted it. Later I noticed nylon fasteners on the side from a tag that had been removed, which seemed strange because it appeared to come from a sealed bag. The first night confirmed our worst fears. The bed (Simmons Beautyrest) feels like they took a foam frame and poured in a pile of loose springs. Are they recycling the springs? After a final contact to Mr. Mark Bell (we won't drop this so easily), my wife got so irritated with this sorry excuse for a customer service person railing, accusing, lying, and just being downright rude to her, she just hung up on his pathetic rantings.
Strangely, Nobody at metro seems to want to release their names or contact info. I guess I would be scared too if engaging in such shady business. I don't know what kind of person would deliberately do such things, but it has become clear to us that Metro and at least Mr. Bell are shuffling used and defefective beds. They (he) exhibit the worst customer experience I have seen in my life.
We are out $750 and don't have a bed we can sleep on. I would not wish this company on my worst enemy. We have encountered lying and rudeness at every level, and I would warn any potential customers to stay far away. Besides, if you compare prices on the SAME product, they are actually much more expensive.