My wife and I purchased a mattress and adjustable base here in August 2022. Our experience with the…read morestaff and company was a nightmare. We walked in on a whim looking to browse king mattresses after a recent home purchase. The salesman was a hard-seller, and had a long playbook of selling points he walked us through despite us saying we were just browsing. After a long while of being shown mattresses and features, we eventually decided we were interested but wanted a day to think on it. He pushed back pretty hard and eventually returned with a discounted offer on the bases, but only if we made the purchase that day. We ultimately took the bait, purchasing a split king mattress, adjustable bases, two pillows, and a mattress protector as part of their 30-day exchange warranty. A big reason for our purchase was the salesman's adamant assurance that Metro Mattress had the best service and a perfect BBB rating. However, we both walked out feeling uncomfortable, like we were pushed into a purchase we didn't feel confident about. Our first issue was that the pillows were supposed to be in-stock the following Tuesday but the shipment was delayed to a week. Nobody told us, but no big deal. Then the following week they still weren't available. There was confusion, with the salesman asking, "Oh did you want the pillows before the bed delivery?" Signs of more frustrating things to come. The next issue came while we were out of town dealing with some personal issues. Our delivery was supposed to be held until we specifically scheduled it, however we suddenly got notifications (email, text, automated voicemails) saying the delivery was scheduled for the next day (which would have been impossible). As it turned out, our salesman hadn't updated the delivery schedule in the system as he was supposed to. It took multiple hours to get the delivery cancelled. When we the bed was delivered, we immediately realized we hated the split king and regretted the purchase. Though it was our decision and responsibility, we felt duped by the salesman, who assured us that the split would be barely noticeable, and had bragged about the company's rate of customer satisfaction. We tried to initiate an exchange as part of the protection plan we had purchased but things went south quickly. Our salesman immediately said there was nothing he could do because the exchange could only be initiated starting 15 days after delivery. That didn't sound right to us, but we said ok. Next we asked if there was any small thing that the company could do to help us swallow the bitter pill of the exchange, knowing that we were losing $2000 of value "downgrading" from a split king to regular king plus the $99 restocking fee. The salesman scoffed, asking why we thought he could do that - he played the "I'm just a salesman and I have no control over anything" card after bragging about his availability and service during our first meeting. After a lot of argument, we got him to agree to at least ask a manager if they could offer us a replacement mattress protector - of course he never did. After, we double-checked the terms of the exchange plan and realized we had been lied to. The terms explicitly state that the exchange must be initiated NO MORE than 15 days after delivery. Had we listened to the salesman and waited until AFTER 15 days to initiate, we would have violated the terms and lost our eligibility. I say he lied because I don't for a second believe he was ignorant to the most basic aspect of the exchange plan. Next we tried online customer support to start the exchange. They said since our exchange was voluntary, they needed to get a regional manager's permission to initiate it, which is of course not in the terms at all. We argued and they finally said they would have a regional manager call us directly to initiate the exchange. Instead, we got a call from the other salesman at the Horseheads store - not what we wanted, but he at least got the exchange initiated. The exchange plan is advertised with the tagline, "No Hassle, No Risk, No Questions". This could not be farther from the truth. Later, our first bill came via the Synchrony credit account we opened to make the purchase. The store offered a 0% APR plan. Initially we opted for an 18-month low down payment plan, but returned and had them update to a 5-year plan with bigger down payment, which we made. However, they never updated the payment plan, so Synchrony started billing us for the 18-month terms. In the end, while the mattress itself is ok, Metro Mattress doesn't make the bed, they just sell it - so while I would give reasonably high marks to the product, this is a review for the store and company. The whole experience was abysmally frustrating and infuriating at every step, full of hard sales pitches, false promises, and outright lies.

We purchased a queen mattress and frame for $3,000 and purchased their mattress protector. The…read moremattress went bad within 2 years of purchase. We called and they sent someone to come check it out. It dips over an inch. In the process of them checking the mattress we had to remove everything including the mattress protector. Well the mattress protector didn't protect the mattress and there was a stain where our puppy had an accident on our bed. Because of the stain they would NOT replace the mattress. I asked why because I paid $100 for this special protector just to avoid this issue and they wouldn't take responsibility. I've called. I've written. And nothing. They won't take responsibility for their own products. So here I am with a worthless mattress that I paid $3,000 for. Don't EVER use Metro Mattress. They have NO customer service.

My new mattress was delivered today and it is awesome! The price was right and it is super…read morewell-made. I expect it to last many, many years! The service was friendly and efficient. I highly recommend Empire Mattress.

From the owner: 100% locally owned mattress store with 100% American made mattresses. The best prices on the…read morehighest quality mattresses. Twin mattresses start at $79! Queen sets start at $149! King sets start at $249 We have a wide range of pocketed coil, hybrid, traditional innerspring, and coil-on-coil mattresses!

Recently purchased our living room set from here. The experience was good. We initially went and…read morehad a great salesman. Cannot remember his name as it was over two months ago. We made up our mind on what we wanted when I got a call from my bank that I was a victim of identity fraud and my card had to be closed. So we came back several wks later and bought the furniture with another salesman. It helped that we knew what we wanted. However, this time we made a purchase of a recliner we had not originally intended. The salesman went above and beyond. We got the furniture as promised in two days. No complaints there. I'm am surprised at the reviews, but that just wasn't my experience. I did go to Ashley's down the road and frankly, I wouldn't by a cushion from them.

Unfortunately, I had a very disappointing experience. I visited on Sunday, 11/23/25, and placed an…read moreorder for a couch with Jeffery Treadwell. Although the system was down at the time, he assured us that he would manually submit the order and contact us on Tuesday with pickup details. By Wednesday, we learned that the order was never placed, and we are now being told we must reorder the couch. This level of service is unacceptable, especially as we are in the process of moving into our new home and are now left without the furniture we planned for. I am extremely dissatisfied with how this situation was handled and the lack of follow-through from Jeffery Treadwell.

Shirley is always helping me when I go furniture shopping…read more Sean worked the financing for me . Shirley n Sean r the best!! thanks to both of you !!

Very similar situation tony j posted seems to be a trend with this company we have purchased many…read morepieces of furniture from them and were satisfied. we purchased living room set and we were not satisfied with the quality you literally are sideways when you sit in it.we called got the same run around Tony did . We Paid good money for it and it was crap not even a call back the supposed furniture expert even said he felt the shift in it when you sit but still no resolution if your not willing to back the product you sell you should find better quality stuff to sell. People talk and that is what is going to determine the success of any business .you have lost my buisness my friends and family and cannot recommend that they shop at hornell furniture outlet.

Even though it was a bit pricey, I really liked this couch/chaise/chair set. I also got a mattress…read moreand base. When the delivery people came, they didn't wipe their feet or wear booties like every other delivery people have. I was scrubbing mud off of my white chair while they were bringing in the other items. They saw me and said nothing. As they were carrying the base of the bed upstairs, they smashed a chunk of the edge of an archway going upstairs. They were bringing it back to the truck and decided to try again. I later found out how they did it. I noticed part of the cloth was hanging down from the base and one of the boards that frame the entire thing, was split into two. There was also mud on my mattress that I had to clean. They were sloppy and reckless and had no regard for the situation. I also had to clean mud off of my walls and other things in my house. I didn't realize the extent of the damage right away so nothing could be done. Customer service is minimal at best. If you are looking for good service in any way, this is not the place to go.

This locally owned store has been in business for several decades because they treat the customer…read morelike they would a family member. They sell high quality American made furniture, but their prices are competitive with the cheap Asian stuff sold by chain stores. Our experience was great, from the very beginning with Cicely (our sales rep) to the two courteous and careful delivery guys, and the office staff for their follow-up communication. Everyone worked at professional level. Thank you. Joe K., Waneta Lake and Elmira, NY

This store and the people who run it are fantastic. I have been buying pieces from them for over…read more10 years. It's worth a stop and look even if you are not immediately in the market for furniture, lamps, art and accessories. They have everything displayed so well and it's fun to walk around. It's different every time you visit. If you DO see something you like you'd better pick it up right away or it will be gone. Such a great spot.

They are great people and made purchasing online easy and simple…read more Their delivery service is terrific and they were very helpful. I was able to purchase great quality items.

We purchased a lift recliner chair for our Dad and another matching recliner with all the bells and…read morewhistles for our Mom and are beyond happy with our purchases! Andrea was wonderful to work with as were the guys who delivered the chairs and set them up. Andrea went above and beyond and was very pleasant to work with! My parents can't stop raving about their new chairs and the service we received! I highly recommend this store and ANDREA for finding the best fit for our parents! Thank you!

We purchased a couch here it was returned because the material broke down in just weeks we decided…read moreto upgrade to a better couch that was a display we got a discount but it was supposed to be a $1600 couch? It was also junk! I wish we returned it also but moved to far away! The couch we wasted our money was such bad quality when we purchased 2 recliners from another business they threw it off the second floor deck (with my permission) because it was basically $1600 of firewood!!! The furniture in the this store is badly made sure it looks nice but if it doesn't hold up for a few years at minimum what good is it? If you buy here use caution and check it out closely for any signs of quality issues! Some you may not see until a few weeks of use! We are a retired couple don't have children or pets to damage our furniture! We are out a lot of money!! Lesson learned! If you want to buy local check out a great place in Wellsboro. I wish we went there instead!