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I had a disappointing experience with Metro Mattress in New Hartford, NY. Sales rep Lydia promised a 90-day refund, saying, “you can return it,” and noted clearance center purchases weren’t refundable (they had my mattress cheaper)—implying a brand new one was refundable. I chose the pricier option for refund assurance. On May 23, 2025, I called for a refund; Lydia delayed me, mentioning a new manager and that we had plenty of time in the 90-day window. On June 2, 2025, my wife and I visited. Manager Zoe said they only offer exchanges with forfeiture. When we explained that’s not what Lydia told us, Zoe admitted, “that’s why Lydia is no longer here.” She then showed us their policy which is in fine print, not on signs or clearly explained. We’re out thousands—and instead of sleeping in peace, we’re losing sleep over broken promises. Hopefully it will get sorted out.
