City Wide Mattress — Local services in Shorewood

Our family has purchased several mattresses from City Wide over the years. Our latest purchase will be the last. In December of 2022, Mike Pullman sold my husband and I a king size mattress set. We spent a considerable amount of time in the store that day testing out many different options and asking lots of questions. We fully understand that what is in store will not be exactly what you will receive due to wear and tear, but the mattress we received was night and day different from what we tested out in the store that day. The mattress was delivered 12/30/2022. Pretty much immediately we were concerned with the mattress. It was like sleeping on the sidewalk in terms of firmness. Wanting to give it time, we waited a couple weeks before calling City Wide to find out what options we had for an exchange. That is when the games officially started. On 01/11/2023 I spoke to Rick. I was told that Mike was no longer employed there. I was quite surprised to hear that as he was a long-time employee. Rick told me there was no 30-day trial period any longer due to Covid. I reiterated that the mattress I was sold was not the mattress I received. Rick basically kept trying to push me off. I let him know that a close friend of mine had a similar situation in the height of Covid and City Wide happily exchanged the mattress for them. No response. I asked to speak to the manager. I was told she (Deanna) was not available. This would be a familiar refrain on the two additional times we called City Wide. I decided to go into the store to speak to someone face to face. Rick was there but Deanna was not. I could not get a firm answer on when she would be in the store. She seems to keep a low profile. Rick told me on two occasions that he would ask Deanna to call me. She never called. In Rick's defense, he was always nice. Just unable or unwilling to help us. I purchased a mattress topper in hopes it would at least allow me to sleep on the mattress, but it is not solving the issue. I have sore hips every day from this mattress. I am a proponent of shopping locally when possible. There are MANY mattress stores in and around Joliet, as well as Costco and Sam's Club. I chose City Wide based on prior experience. Sadly, the folks that made it what it was are no...

Promised delivery on Wednesday. On Wednesday at close of business, no mattress delivered. Sold our bed yesterday, we have company coming and need the bed when promised. No phone call to provide even an update on delivery was made either. In sales, your word is all you have. Follow up/service recovery matters! I was going to purchase a mattress for my stepsons bedroom from this business. However, I think I will take my money somewhere that is more trustworthy. We never had an issue at this place when the old man was working the floor. Received a call after the above review was placed on Thursday. Now the mattress is not available until next Wednesday. Ross offered a spare mattress. Refused that as I don’t know who or what has ever slept on that or risk of bed bugs. He even offered to provide sheets for a king, but the cali king is on back order, went to therapedics website for the Montgomery and they don’t make it anymore. During this conversation Ross talked over me and my wife which was disrespectful. Though he apologized on the phone, he was short with arms crossed and a scowl on his face when we arrived to the store for a full refund. He still did not take head to the above comment that service recover matters. Listening to your customer matters. We would likely have just looked at other options in the store and see if there was a way to salvage this sale. You probably could have even upsold us on another cali king that you have in stock. However, you body language said it all. If the old guy was there, he would have managed our expectations from the beginning of the sale regarding delivery. He would have never talked over us. He would have listened. Though the word that were coming out of your mouth were apologetic, your actions and body language and lack of listening were not. You had the opportunity to turn this 1 star into a 5 star. Sorry it...

While we had a good experience trying out mattress selection and purchasing that is where it ended. We purchased a mattress on June 20th. We were told it would be in the next week but delivery, because of the holiday might delay delivery. After the 4th I called the store & was told by Ross it wasn't in but he was watching for it. The following week I called about getting a frame, he said he would put it on the order. We now have been sleeping with our mattresses on the floor for 2 weeks. I asked if we could come in & get frame he said don't worry the guys will bring it. The next week my husband stopped in to the store and talked to Ross about the frame and the delay. He said he understood our frustration. It will be here by Wednesday he said. On Wednesday we called & told him if it wasn't here by Friday we were asking for a refund & cancelation of order. On Thursday he called, said it was in & would be delivered next day. They came and NO FRAME. We called & said he had 30 min to get one here. He called back and said the guys needed to come back & it would be 45-60 min. My husband blew, Ross said he would give us refund. My husband went right over (10 min away) as he walked in Ross handed him an envelope, never said a word which was one of the main problems. Not 1x during that month did ROSS & CITY WIDE MATTRESS contact us about our order status. We bought the same mattress and had it in 4days. If Ross continues with this kind of customer service he will ruin the business his family spent years...