Mattress Firm Wilmette — Hotel in New Trier Township

I’m writing about my recent purchase at this store. My husband and I bought a king-size mattress and specifically requested a 10-inch model. The sales associate assured us that would not be a problem, and we completed the paperwork and payment.

Two days later, when our mattress was delivered, it turned out to be only 8 inches instead of 10. I went back to the store to explain what happened and to see if I could get the exact same mattress in the 10-inch size. The salesperson, initially told me they didn’t have it. I expressed my confusion because I had checked with a different store in Lakeview, and online and saw that it was available. After he looked again, he admitted they did have it after all—yet offered no apology or concern. He even tried to sell me the same mattress but queen size! So wrong, that he already forgot that I am looking for king size.

On top of that, I was told I had to pay an additional $110. This was very frustrating, because the original mistake was due to the sales associate providing me with the wrong information in the first place. Still, I agreed, gave him my card, and paid for it.

After receiving the receipt on my email, I noticed that the delivery/exchange address had been entered completely wrong, he did not even ask me about the address or to confirm it. I called the store to have it corrected, and again there was no apology. He simply said he would “fix it,” but I never received any confirmation email for my updated purchase or the new mattress.

In the end, that wasn’t even it. A couple of hours later, I got a call from a salesperson telling me they were canceling my order and that I’d be getting a refund. I asked why, and he said his colleague told him I had called earlier requesting to cancel my order and return an 8-inch mattress — which absolutely never happened.

At that point, I just said, “Yes, I want to cancel everything. This is completely wrong — just come pick up this 8-inch mattress and that’s it.” I still haven’t received any email about a refund or an order/exchange confirmation.

The reason for my 2-star rating is that, in the end, the salesperson wasn’t rude — he was nice and pleasant — but he wasn’t helpful. There were too many mistakes, no real solutions offered, and no effort to help or show concern. The whole experience was disappointing from...

I walked in and was greeted by John at the Wilmette location. I was purchasing a bed for my dad for home care after hospitalization. John spent so much time with me, creating an informational video so I can share that with my family. I want to spend a little more money and needed John's expertise. He went above and beyond. I came back the next day and Haley was sitting at the desk. She didn't say hello to me. I said hello and she said WAIT IM ON A CALL. I told her that I worked with John and I am back to purchase. She insisted on recreating the quote and I said John had given me discounts etc and I didn't want to lose those. I gave her the phone number and last name. She called John to ask what discounts he gave me. She continued to say she needed to recreate the invoice. She ended up charging me more, said she was going to email me but didn't and told me she was going to refund the balance (which was small but still) and I never say the refund. Haley was off putting, not inviting, not warm and a little rude. I was driving home and realized she wanted to recreate the invoice to take the commission from John! Which is just awful!!!!!!!!! She didn't do any of the work. I put a call of complaint in on 5/10/24 @ 4:43pm - lets see if the district manager calls me back. I hate to put 1 star down because John was so nice. One person has to ruin it for the bunch and...

I wish I can give this place more than five stars. I am seven months pregnant and I finally convince my husband it was time for us to get a new mattress to accommodate my growing belly. We decided to stop into this mattress firm early Wednesday morning, we worked with the gentleman named Chris. He was extremely patient and knowledgeable as he lead me through the different mattresses to find one that was comfortable for me and my belly. He even suggested a split adjustable base box. To help with my comfort level even more. He even took time to go over crib mattresses and explain all the different choices on the Mattress Firm web site since they do not carry them in store, he answered all my questions and for the once he could he said he’ll find out the answer and email it to me. One patient man I tell ya. He’s a tremendous sales person to work with. He listened to my needs and adjusted accordingly he was even able to schedule a same-day delivery so I can have a good night sleep. Last night was the best sleep I was able to have in weeks. I did not want to get out of bed. I even had to poke my husband a few times to make sure that he was still breathing because not once did he tossed or turn in his sleep and that never happens. Thank You Chris. I’ll be recommending you and this location to all my friends and family. You were a pleasure...