American Mattress — Hotel in Oswego Township

Update: Don't believe the responses to any Google Reviews. The return policy was NOT stated to me during purchase. I never received a printed copy of a receipt with a return policy. Additionally, the response from American Mattress that corporate was working with me to exchange my mattress is a blatant LIE. I received one voicemail from Jim Valeck in regards to my missing rewards card. I have returned the call a dozen times, left voicemails, and spoken with the store manager - no call back. Customer service is non existent. Their is no phone number, only email. I have asked the customer service rep (Tammy) for a number to call repeatedly and she does not answer. The only option I have been given is to exchange my faulty mattress - but there are no other mattresses in the store I am interested in. Additionally, if I have issues with the mattress...I will have to deal with this company again? No. I paid 4k to work with a company guarantees quality mattresses AND customer service - I have received no empathy and understanding from this company and I still do not have a quality mattress after 4 months.

If I could give American Mattress ZERO starts I would. I highly recommend NOT purchasing a mattress from this store. Anything that could have gone wrong with my purchase did.

I purchased a mattress at the end of August 2024 from Tomi. The order could not be processed so she gave me her cell phone number to complete the purchase. After talking with her, she instructed me to go into the store to sign paperwork/provide a copy of my driver's license.

Upon driving to the store, Nick told me this was unnecessary. So I went to the store for no reason. He also informed me that my delivery date was incorrect and I would not receive my mattress for another few weeks.

I was told American Mattress would do price adjustments within two weeks. My mattress went on sale plus a $300 rewards card. I called Nick (and after some slight arguing and contact with the corporate office) I was finally given a price adjustment and $300 rewards card. However, Nick did not add my email address that I provided to my account - so it is now over 3 months later and I have still not received my $300 rewards card. Additionally, Nick did not put my phone number into the system correctly so I also had issues with delivery as the company had no way to contact me. I had to call American Mattress several times throughout the delivery process due to their repeated errors.

The mattress I originally purchased was a Tempurpedic. I ended up really hating this mattress. Not only was it uncomfortable, but it aggravated my back, causing me to take several trips to the chiropractor (more money)! I decided to exchange my mattress. When exchanging my mattress, I requested a full refund due to all of the issues I have had with the company. I was repeatedly told no, I could only exchange. I chose a new mattress and it was delivered within a few days. However, I have had the mattress (a Beauty Rest Black) for exactly one month and it already seems to be saggy slightly in the middle? I am a single girl who weighs 130 pounds - I'm not sure how this is even possible. Not only is the customer service terrible, but the quality of product is too. When I exchanged my mattress, Abby was very accommodating in listening to my concerns (although she refused to return my mattress). When I mentioned how I still had not received my $300 reward card, she provided me with information to contact the rewards company. The rewards company has ZERO information regarding my purchase and said I do not qualify. They also said they needed to be contacted by American Mattress. I called the Oswego location today (11/14/24) and whichever male employee is working is extremely rude. He told me he could not help me and whatever information I received was incorrect. When I worked with Abby, she said to call the store if I had any issue getting my reward card. The employee today told me I needed to call corporate...yet the number he gave me was for their sales line who was...

At first we were very happy with the service we received. The salesman seemed so helpful and knowledgeable. That all changed when we returned to take advantage of the exchange program we were told about. After tossing and turning for 2 weeks, we returned and, to our surprise, were told about the stipulations. Not mad yet. I should have read the fine print. I know better than to trust someone in sales. Shame on me. However, the young lady working that night Sunday 9/15 seemed so kind and helpful. She "called" the "manager" multiple times, got the 30 day waiting period lifted and even promised to honor the labor day sale pricing since we initially bought during the sale. We left happy, and even though I would still have to sleep on the couch for 2 weeks, we were excited to take delivery of the new bed. Today, Nick called and asked if I was sure that we wanted the mattress. I said yes, and he said that no payment was made. I was confused! Told him that the young lady made multiple calls to her manager and that everything was approved and set to go. She even gave us our delivery date! He said that's not how this works. She must have been confused. So my only assumption at this point is she was either lying to get us out of the store, we got there an hour before close, or this business does such a poor job of training that the poor girl really was confused, or maybe her manager was lying to her to get her off the phone. I guess only she would know for sure. The final straw... we tried to go in tonight to talk to Nick and see if we could get anything figured out, and they had decided to lock up early at 7:20. I guess I learned an important lesson about trying to support a local family run business. I will make sure no one I know makes the same mistake.

Update Just got a call from the corporate office. Was told that the young lady must have been confused. She was not. Was told she must have been looking at a different mattress, she was not. They will do nothing but insist we pay the difference, or pick a lower quality mattress as we bought during a sale, and now the sale is over. Now we have to go back again for the 4th time. We've already spent 2 hours in store and drove over there once to find the doors locked up early. I am livid and wouldn't advise my worst enemy to shop here. They don't stand by their word or what their employees...

Five-Star Review for Jessica's Outstanding Customer Service

I had the absolute pleasure of working with Jessica, and I can't speak highly enough of the experience. From the moment our interaction began, Jessica displayed a level of professionalism, warmth, and dedication that truly set her apart.

She was not only incredibly knowledgeable and efficient, but she also made me feel genuinely valued as a customer. Jessica listened carefully, addressed every concern with patience, and went above and beyond to ensure everything was resolved quickly and thoroughly. It’s rare to come across someone who combines such exceptional customer service skills with genuine care and empathy.

Thanks to Jessica, what could have been a frustrating experience turned into a smooth, even enjoyable process. She is a true asset to the team, and I hope her hard work and amazing attitude are recognized and...