Mattress Firm Countryside - Joliet Road

The sales associate was amazing Michael aka Mike He was tuned in to what I needed and got me in and out. The mattress was amazing and the 4th of July sale was really good Thanks again Mike high-quality service with a 😃

Very friendly. Mike helped us and he was very nice and informative. I would come back again and suggest this place if ever I nee a mattress. My sister bought one here and I was with her. Definitely will come back.

The gentleman was very helpful and informative. We haven’t purchased a mattress in a very long time and there are so many choices. We had an idea what we wanted going in, and he helped us find one of are target choices. It was a great experience.

Max is great guy. Very informative and courteous. Go's above and Beyond the call of duty.If you're in the market for a new bed , do yourself a favor and come down to see max.

I am extremely frustrated and honestly feel completely helpless after my experience with Mattress Firm. I spent around $4,000–$5,000 on what I was told would be the best mattress for my back. From the beginning, I relied on their employee’s guidance. We were assured that the first mattress we purchased was the right choice and were specifically told to give it at least 1–2 months to “break it in” before expecting real comfort. Instead, both my wife and I started experiencing significant back pain. When we called to explain the situation, we were told we could exchange it if things didn’t improve. At that point, their employee convinced me to upgrade to an even more expensive mattress—almost $2,000 more—promising that this one would be the right fit and that we would feel better over time. Now, after another two months, things have only gotten worse. Our back pain is more severe than before. I personally have reached a point where I sometimes have to sleep sitting up just to get some relief. It’s honestly unbelievable. After spending this much money and trusting their recommendations every step of the way, I called again hoping for some kind of solution. Instead, the manager told me that nothing can be done—no exchange, no refund, nothing. It is incredibly disappointing and frankly shocking that after spending thousands of dollars—based entirely on their guidance—they are unwilling to stand behind their product or offer any reasonable accommodation after such a short period of time. I tried to resolve this calmly and respectfully, but their lack of support has left me with no choice but to escalate this to corporate and continue pursuing a resolution. I want to clarify a few important points because your version of the situation is not entirely accurate. First, I did not simply “hang up.” I asked multiple times for a reasonable solution — either an exchange or a return — and each time I was told, “there’s nothing I can do for you.” After going in circles with no effort to help, I ended the call out of frustration. Second, while you are referencing the 120-night policy, your staff did not clearly explain that the first exchange would completely eliminate any further options, including a return. Based on how it was presented in-store, I genuinely believed I would still have some flexibility if the second mattress did not work out. That lack of clarity is the main issue here. When customers are spending $4,000–$5,000, policies should be communicated very clearly — especially when they are this restrictive. Instead, we relied on your team’s guidance and now feel stuck with an expensive product that does not work for us. This situation is not just about policy — it’s about customer service and transparency. A better explanation upfront or some willingness to work toward a solution now would have made a big difference.