• Report: #1020119

Complaint Review: Metro mattress

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  • Submitted: Mon, February 25, 2013
  • Updated: Wed, February 27, 2013

  • Reported By: Dan — Ontario New York United States of America
Metro mattress
Ridge Rd. East store, Irondequoit Rochester, New York United States of America

Metro mattress Four Months, junk beds, no sleep Rochester, New York

*Author of original report: Metro Mattress Contacts Us Within 24 Hours

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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.

This report was posted on Ripoff Report on 02/25/2013 04:03 PM and is a permanent record located here: http://www.ripoffreport.com/r/Metro-mattress/Rochester-New-York-14609/Metro-mattress-Four-Months-junk-beds-no-sleep-Rochester-New-York-1020119. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Metro Mattress Contacts Us Within 24 Hours

AUTHOR: Dan - (United States of America)

The day after this complaint posted, the Director of Service and Procurement, Mr. Bell, called and offered to refund most, but not all of the money spent at Metro Mattress. He did ask that we remove this post, but unfortunately we are unable to do that. For the sake of accuracy and integrity, I will clarify a few points that my husband made when he posted his complaint, since I have been the one dealing with the situation while he is at work.

First, let me state that we may or may not have any tangible proof that Metro Mattress and Mr. Bell are "shuffling used and defective mattresses." As for attention to detail, a few corrections need to be made.

The salesman who sold us the bed secured the sale by offering us a refund within 30 days, which is against store policy, and we, as consumers, should have read the fine print. The salesman did inform us of a warranty policy, but it turned out not to be consistent with our experience.

In response to a BBB complaint I filed, (which yielded nothing) Mr. Bell sent out a single employee from corporate office to inspect the bed, instead of a third party, as the salesman had told us, prior to purchase, was the company's practice regarding warranty claims. This inspector arrived in a brand new unmarked Nissan Van and parked awhile in our driveway before coming to the door. He said he had been looking for a tape measure and asked me to provide one, which he did not use. He brought in a camera and nothing else. When I inquired about the inspector's methods, or the lack thereof, Mr. Bell told me there is no instrumentation to determine whether or not a bed is defective. This inspector was courteous, but did not find fault with the bed. (A Simmons inspector later approved the warranty.)

At no point has there been any admission of wrongdoing on the part of the company, or its employees, except for the Warehouse Manager in charge of delivery, who apologized for the mysterious delivery cancellation call, and who promptly rescheduled delivery of a bed he assured me would arrive in good condition. Unfortunately, this second attempt at warranty replacement resulted in another bed with the same problems as the first, only worse, and with a tell-tale ridge down the center. Curiously, the Metro Mattress tag's manufacture date is different than the manufacturer's date by one day. And both presumed new Simmons mattresses we have been given have had plastic tag attachments on the mattress sidewalls where no tags are affixed.

To my knowledge, Mr. Bell did not scold the "chatty" delivery person, but merely referred to one of the delivery employees as being too "chatty" and unqualified to determine whether or not a bed was truly defective. It is a fact that a delivery person asked if I had cut a tag off the bed after he inspected it thoroughly. I replied emphatically, "no," and he believed me. The delivery person merely mentioned that sometimes mattresses are defective at the point of manufacture, as appeared to be the case. This was on our original purchase, a Therapedic, which we were compelled to exchange (at added cost) within two weeks of our first purchase. (Within a week of receiving the Therapedic, we requested a refund from the salesman who made the offer for a refund within 30 days, but he refused to honor the verbal offer he had made at the final point of sale. Furthermore, he steadfastly denied that he had ever made such an offer.)

Since then, we have jumped through countless hoops to get our "upgraded 'Comfort Exchange'" replaced on warranty for being defective, and the two subsequent replacements were no better, in fact, worse than the first. I must also mention that it has been intrusive and inconvenient to have had a parade of delivery personnel and inspectors in the privacy of our home and bedroom while we have attempted to secure a decent bed, although I have no complaints about any of them personally.

I must also clarify that Mr. Bell has made great outward strides to perform good customer service by returning all my phone calls and attempting to maintain a decorum of professional conduct. Unfortunately, it has been abundantly clear to me that Mr. Bell has not taken our concerns seriously until now. He has also made it clear that I am a thorn in his side. We are even more eager than he is to resolve this matter. Unfortunately, my husband, who submitted the complaint, advised me to write this update and remind Mr. Bell that after four months of mutual aggravation, less than the total money spent is a poor offer. Furthermore, possessing the bed is the only leverage and evidence we have, so we will need a more suitable offer that does not involve any trust on our part.
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