Mattress Firm Oswego — Hotel in Oswego Township

TLDR: this location sold us a bed and adjustable base, got the wrong bed but right base, agreed for them to send us a base for the wrong bed to make things easy, new base doesn’t work, store won’t help us, customer support won’t help up, warranty won’t help us and tells us to call store. Avoid this location Adam is not helpful.

We purchased from this location on May 30th from Adam. Adam ordered us a king size bed with a king size bed frame. We chose an option from the outlet as recommended by Adam to fit our price range, however, what Adam failed to mention is this option is not covered by the 120 day guarantee and cannot be returned or exchanged. We receive delivery and after the installer has taken out our previous frame and mattress, he uncovers that the bed sent to us is a different size than the one we ordered, the adjustable base was a king size while the mattress was a California king. The installer called his boss and said they will exchange it but we have to coordinate with the store to schedule it. He said the store should call you within an hour, the store didn’t call, so I called the store and spoke to Adam once again where he proceeds to tell me we cannot find out what we are going to be able to replace it with until the following day once the delivery truck makes it back to the warehouse . We remain patient and say it’s okay we will wait until the following day. Adam is off the following day and I speak to another gentlemen who replaces our adjustable base instead of the bed, because we had already laid on the bed and got sheets for it because we have a dog and didn’t want to ruin the bed, we agreed. The replacement base comes a few days later but after only an hour it doesn’t work. It continues to click and sound like a motor is running but the bed won’t move. It occasionally will change positions but good luck getting it to go back to a normal flat state, because of this the base is unusable to us. We call Adam back and ask for help with the base where he tells us because it’s from the outlet they cannot help us and we have to call the warranty support. Still we remain patient and call warranty support who say they can’t help us to call the store and get it replaced. At this point we have the wrong size bed. An adjustable base that doesn’t work and no...

I was dreading having to deal with a mattress salesman and the whole sales experience, but honestly the experience here at Back to Bed was great. Steve, the store manager, took great care of us and didn't bombard us the moment we walked in the door like the typically picture of a salesmen you have...

He had the right touch of keeping his distance until he was able to tell us something of value and start explaining the things you need to know, answering questions, and letting you poke around a bit on your own, and I couldn't be happier. We went to a store down the street right before heading here, and needless to say we're very happy we found Steve at Back to Bed and made our purchase here.

Steve went the extra mile to explain how one bed was better than the other to meet our needs and had us lay, turn over, sit, etc... on several and see the difference.

In the end, we feel we got a great package deal that included everything we wanted at a great price. Sure, I might have been able to save a few pennies online, but honestly we still got a great deal and getting to see the product locally and sit on a few different ones, getting Steve's expertise, next day delivery and takeaway, etc... was all worth it.

We bought the Simmons Beauty Rest Rhea, which had the right combination of firmness and comfort top for us, go out there, talk to Steve, and...

I am so grateful I went here and that Chuck was the sleep expert we worked with. I had done tons of research over the last couple of weeks but was weary of online mattresses and some other mattress stores we went too didn’t have good service. I’ve been desperate to find a new mattress checking all the boxes for us to meet our needs. A mattress is a significant purchase and with the amount of shady marketing I’ve been hesitant to make a purchase. I walked in with my wife and little kids and Chuck was very kind and patient with us. He was extremely knowledgeable and took his time getting to know us, our needs, and having us explore different mattresses that fit our needs. He was honest and gave us pros and cons to different options with our budget in mind too. I am very happy with our purchase and cannot say enough about the competent, honest, and caring nature of Chuck. If you’re in need of a new mattress and have gone down the internet rabbit hole on mattresses, just stop. Go see Chuck. A good mattress is important and every dollar counts these days. He’ll make sure you feel great about every cent you’re investing in a...