Mattress Firm Crystal Lake Clearance Center — Hotel in Crystal Lake

Unfortunately I am having to leave this review on what started out as a great experience with this location. The 2 stars is purely for the employee who was so kind and helpful to my husband and I. This review is NOT a reflection on them whatsoever but the policies of the company.

My husband and I stopped in here looking for a new mattress and adjustable frame. We ultimately decided on the Temper-Pedic brand for both, with the assistance of the very helpful employee. A transaction that totaled around $9500. All was going well up until we tried to pay in full for the items. We opted to pay with a personal check, we were told we had to wait to take delivery of the items until the check cleared, no problem as we are set to go out of town until mid Aug. we opted to have the deliver roughly 3 weeks from today. This way there was no question of the check not clearing.

Apparently Mattress Firm uses a 3rd party check clearing/processing company by the name of UTA. After sitting and getting everything all totaled and the check made out we are told the the check processing company can not guarantee our check for Mattress Firm because our bank (American Community) was not on their list of approved banks for insurance purposes therefore we were ultimately unable to proceed with the purchase bc the staff member was not allowed to take the check anyway. Not only were we shocked so was he. 3 weeks was more than sufficient to know if the check would have cleared especially since we weren’t going to get the items until then. We were not taking anything from the store today. My husband and I collected our check and left. After giving it thought, we felt highly insulted after this (again not by the employee at the store at all) but by this situation from this 3rd party UTA. Ultimately UTA lost a $9500 sale for this store, I went into McHenry and purchased the exact same items at a different retailer about 2 hours after this whole ordeal and they gladly accepted my check and who will be delivering the items on the same date (3 weeks from now) as we requested from mattress firm. I guess with Mattress Firm can afford to lose business due to the actions of a 3rd party such as UTA. Maybe this review will make a difference maybe not but ultimately I will never do business with them because of this. Not everyone likes to use plastic. And bc I use and support a local bank my money was not good enough to be “guaranteed” by their 3rd party check processing service. This was after the staff member verified my identity and the bank account information.

Again this review is in NO way a reflection on the staff at this location as we were treated with respect and no pressure to buy, they even had enough manners to apologize professionally at the time. But bc of this I was not comfortable giving Mattress Firm a dime and again it was a result of their 3rd party check guarantee company UTA. You can thank UTA mattress firm for losing you this sale and any...

My lady and I originally went to the Mattress Firm in Mchenry as that was closer to us, unfortunately the sales rep there was not helpful, friendly and very pushy towards his recommendations, he did not listen to our needs nor our budget. I immediately looked at other locations nearby and saw the Mattress Firm in Crystal Lake, we left the Mchenry location and went to Crystal Lake and man was that the best decision I have ever made. We were greeted by Tim and explained to him what we were looking for and what our budget was, Tim gave us so many options and very very good advice and opinions, answered all of our questions and best of all he took VERY good care of us as it was black friday and he sweetened our already amazing deal. All I can tell you is Tim just earned and made life long loyal customers out of me and my lady, buying a bed for us like buying a car, we will use the mattress for the next 5-8 years and then go shopping again for another one, I can easily tell you I know exactly where I am going back to, and who I will definitely be working with, and you guessed it, its going to be Tim! Once again thank you so much Tim for Taking Care of me and my lady back in November during black friday, you seriously made our week that day and we loved working with you, you were not pushy, you are very open minded and you actually pay attention and listen to your customers needs, you have all the essentials of what customer service is to its core and I appreciate you for...

i purchased a queen size metal bed frame from the mattress firm store in crystal lake illinois - i paid for the bed frame and the monies to have the bed frame put together through the store -- i was told that the bed frame would be delivered to my home by fed ex - when the bed frame was delivered to my home it was laying against my front porch with the box opened on all four sides and the pcs to the metal frame laying open on my stairs - i was to call the store to schedule the bed frame to be put together through the store - when i called the store to schedule the bed frame to be put together i was told that the service is no longer available -- i was on my own to put my bed frame together -- going back and forth with the salesman and the store to receive a refund for the metal bed frame - i did receive my refund for the bed frame -- i purchased my bed frame on april 18,2022 and i received my refund on may 30,2022 the service at mattress firm is not good -- waiting for your product to come to the store and or to be delivered to your home is not good - because when the product is delivered to your home you do not know what condition it will be in when it arrives -- and if damaged -- ,more time is spent to receive a new one -- if you are planning to buy a bed frame and or a mattress my suggestion is to go to a different store where you will be treated properly and your product will be delivered on time -- and it will be closed until...