Sleep Country Canada
Reviews and Complaints

I am having a hard time believing this complaint will do any good at all, but here goes: In September 2017 we bought 2 beds, the kind with the remote to make the beds go up and down and separately raise the feet as well. One bed has been fine. The other has been nothing but trouble! Three times it has stopped working, and each time it has taken longer and longer to fix. Now we are waiting since February. Then first break was in January 2019, and it was fixed at the end of February 2019. For the long wait I was given a $100 gift certificate. The second time it broke down March 2, 2021 and was not fixed until May 17, 2021. I was told by the guy who fixed the bed to be gentle with the company because COVID was causing all the problems. I did not ask for a gift certificate because I felt sorry for Sleep Country! Imagine my stupidity! I believed the technician! Now the same bed broke February 14, 2022. Reference # 7155864 with Zucora, the warrenty company, which has sent me about 15 emails ALL SAYING THE EXACT SAME THING! Ay one point Marilyn Vicar (I think that is her last name) promised us a new bed. Weeks later she tells us, sorry, Zucora won't let SC give us a new bed. Unbelievable!

So, we are waiting for our bed to be fixed, going on 5 months. I did get another $100 gift certificate, and I spent it on new sheets. But of course I had to spend over $100 of my own money to get two sets. Now, Marilyn will not return my phone calls, and I am always polite. I tape all my calls so I can prove how polite I've been

Sleep Country Does Not care about people's safety. This is what I had receives from their customer service, after my father fell from the, faulty, bad design, overpriced Bed one and my mother fell twice, mattress just slips off the base, potentially cause very bad injury. This is what I had received from their customer service.

"It sounds to me as though that the non-skid used on the mattress is not gripping and much as you like to the non-skid used on the base.

Unfortunately we do not make the product, we cannot control this and because it is two different manufacture (base vs mattress) you would use different materials for your product.

What you can do that we have seen is:

Purchase grip shelf liners and put in between the mattress and base, these are inexpensive and can be purchased at Dollar store or Walmart.

Place a large strip of Velcro in the center of the mattress on the underside, this will keep the mattress in place when base is moving (center does not)

Strap the mattress to base at head or foot (hospitals do this because is cheaper)"

This is what I got from them, they do not take any responsibility of their product but surely they will take thousands of dollars from you. *Alert* Do not waste your money and then your energy on Sleep Country!

Very disappointed customer.

We bought king size bed with mattress in august 4, 2021, when we purchased the mattress we choose the best quality with hard and firm style, however, within two months, we realized that it became sagging and getting worse. We visited the store and found not the same quality as we have. Then, we claimed the warranty february 18, they replied to me that it was not a problem and we were not qualified. After that, the sagging issue is getting worse and we were not even not using for one year. This is unacceptable and we were so disappointed with the mattress compared to the last one we had no any problem with over 10 years.

Purchased a bed and frame from Sleep Country. Had positive experience in past so never considered shopping anywhere else.

Unfortunately did not experience same this occasion.

In summary, here is our experience- just to name a few.

- delivery was scheduled and postponed at least 8 times. Had to schedule an reschedule a day off work to accept delivery.

- once delivered, frame brackets were missing

- our sales person dropped the ball and never even returned our call with respect to the missing bracket

- 2 more installation dates had to be arranged because the missing bracket was incorrect

- sent an email to Sleep County desc, I’m detail our experience, but no one cared to respond to my email

Disappointing experience and will shop around in the future because clearly something has changed with sleep country’s priorities and approach to customer service.

Sales Invoice Number: 253D513330*A

Date of Purchase: Friday, May 28, 2021

Type of Product: Mattress

Manufacturer: PURPLE INNOVATION, LLC

Size: King

Model: PURPLE HYB PREMIER 3 MAT-KG

Complaint: Body Impressions

Description: Hello sir/madam We are very upset with this mattress because it is sagging and we can’t sleep properly. Every morning we wake up with body aches so now even we are scared to sleep on this mattress. Please help us to replace this mattress.

A mattress was bought at the Stoney Creek store, from salesperson Joseph Windsor, on 01/20/2022, for $1499 + tax. I told the salesperson, that I struggled with the smell of foam and that I was unable to use a mattress topper bought from them 18 months ago. The mattress model had no smell in the showroom. I was told the mattress would be delivered from the warehouse and to expect a smell that would go in a week. I was assured that if there was an issue, the mattress had a 100 day comfort guarantee and could be returned. The mattress was delivered on 01/23/2022. The smell was so strong, it made me cough and unable to sleep. Even when I moved the mattress to my outside cabana, the smell coming into the house continued to make me ill. When I called customer service to explain the difficulty I was experiencing, I was advised that no refund was possible, only an exchange. On 01/26/22 I called the salesperson at the Stoney Creek store. I offered to exchange the mattress for the floor model and was told it was not possible. I was offered a free exchange of the same mattress model and if it still caused smell issues, I could get a refund. When the new mattress was exchanged on 01/28/22 the smell was equally strong. I also noticed that the plastic was torn at the back and the mattress was dirty. I hoped that the torn plastic might help with dissipating the smell, but it did not. I contacted Joseph again on 01/02/22 and was told no refund was possible as it was not his call and he emailed head office. I called customer service several times, to follow up. I have now been offered a refund with a 30% restocking fee. I have been told that the salesperson made a mistake. There has been no accountability for the misrepresentation of guarantees by the salesperson, nor for the delivery of a dirty mattress. This company appears to tell a customer anything for a sale then once they have the money have no concern for the customer satisfaction or product quality. The mattress is making me ill and their response is to charge me for the refund I was mis-sold.

On December 4th made a purchase at Sleep Country local showroom. On December 6th canceled the purchase, before delivery. Since than I talked to four different customer service reps, got four different answers. The refund still has not been processed 11 days later.
Even if the price sounds better, avoid any purchase from Sleep County.

Long story short: I bought a 4, 500$ bed with the promise of a 15% GF back. I was misled and lied to about how to get the GC and found the sign up site here one complaints board actually! So I signed up, checked me email including junk every day for weeks. I followed up and over the course of 14 emails was told they had no record of my purchase even after I submitted my receipt multiple times and all my contact info. I was about to do a full return since there was supposedly no record then finally got a GC number in an email saying I can use it in store. So I figure I shouldn't wait long because it seemed super shady. So I went to the store a week ago and tried to use it. Went through the whole supposed no record of my order, I showed my receipt and reminded them no one else sells the brand vase I bought and I didn't conjure it out of thin air. They finally supposedly find it and say my GC is expired. They call corporate who promises to call me. It's been a week so I call them. Still nothing has been done and I was told I should have read the expiry on my GC and there was no actual GC it was an email with a number and no expiry at all. Supposedly it expired the day before though I am skeptical of the whole thing because it's been a problem every step of the way to even buy the bed with their computers not working from literally June until November like how can they operate with no computers working that long? I have receipt and ample evidence of this, this is not a case of me missing something and being mad about it. It's a case of months of trying to get a 400$ GC promised to me which was the deciding factor on me buying from them VS Costco which I am now deeply regretful on. Also I purchased a warranty and would like a refund because if I ever need to invoke if they will "have no record of my purchase" and I'm convinced it's useless.

On 7/24/20 I ordered Sealy Gillam matress box spring set. Took delivery 8/9/20. When delivered all tags were missing on the box spring and there was no plastic wrapping . I sat on the bed it was far too soft not what I had purchased in the store. Lifted up the matress noticed it wasn't the same as the floor model I ordered. The delivery man swore this was a matching set I must be mistaken and told me to call the store if I had a complaint. The stores were then closed due to covic. When they opened they told me it had been over the 100 day replacement guarantee and I had to go through the warranty process. Which I did they said there was nothing wrong with the matress set I had bought a firm bed this bed I sink 6 to 8 inches irregularly so I'm sleeping in a V configuration. I have been suffering with extreme to crippling pain unable to sleep on it. On further research a salesman at another sleep country store told me they had sent the wrong box spring it's a Serta for a spring coil matress it will no support my matress. Another call to warranty they told me it doesnt matter what box spring is used and that's the one on my bill. Even though I bought a set not mix and match set i paid $1.039.00 for the set I was lied to on delivery that it was a match set for a year.a second inspection on 13/10/21. Still waiting for a resolution .I'm 66 years old pensioner who saved for a year to buy a good matress and this is stressing me out expriencing irithemia i cant sleep I'm suffering crippling back pain continuously with concern just another run around. Also just recently a salesman at sleep country told me they had extended the comfort garantee because of covic however I wasn't told about this . This company in my opinion has delivered a used matress and box spring and ripped me off .

I recently had purchased a bed and decided to go back to get some sheets pillows and comforter and when we were first to arrive and was greeted and attended to immediately but when I said I had purchased a bed already but had some questions on what sheets were needed I was immediately passed down to 2 different people when finally my questions were answered then told to just go over there because that's where the sheets were. I went to look at what I needed but couldn't find the ones that he said I needed so I went to the desk to ask a question and stood there almost a half hour. Granted now they were looking after other people but I shouldn't of been dismissed in the first place. Now I relize that these people work on commission but being someone who just spent $9000 in your company should warrent some service. The guy we bought the bed from was not there today so I relize I wasn't important to them. I just want you to be advised that this is your reputation and company name they should be upholding. I left and spent another $1000 in a different store. I was very unimpressed

I have bought a pillow which the price is 200$ and too expensive but I just used for 2 hours it and I'm not comfortable when I wanted to return or change it they didn't accept and told me is final sale. It is not fair and should have a solution for my problem. I have a neck pain so when I used it made me annoyed.Please guide me how can I change it.
Regards

I received my delivery of an adjustable base. entered in the promo info for 15% return. have not received it after 2 months of going to the store and website. they say witin 2-3 weeks but i have waited 4 weeks. they keep telling me to check my junk mail in emails. which i do religiously. nothing has ever made it to me. 38 days later no rebate.

I bought one sleep country mattress it did not stay up to standards, it was replaced with a second mattress and the same thing happened to it. I would like a replacement!

My adjustable base is broken. I called customer service on May 28th 2021 before my warranty expired multiple times and nobody was answering the phone.
Finally I got in touch with someone on June 10th and then was advised to contact tempurpedic customer service and provide photos. I did and then tempurpedic tells me I have to deal with sleep country. I have been getting the run around and I cannot sleep in my bed it's not comfortable ( I have back and mobility issues) and the fear of the partially broken bar on the base will break off completely while I'm sleeping and cause further damage to my back.
I spoke with Hamza in customer service today to follow up with my warranty request and he was not helpful. He kept telling me that my warranty is expired and that they can give me a discount on another base. I explained that I had called before my warranty expired and he refuses to help me. Sleep country should replace the adjustable base at no charge they don't believe me that I called and are trying to find every loophole not cover my warranty. I lost all my trust in sleep country and will never buy from them again. Nor will my family and friends after this ordeal.

Bought three beds from sleep country
2 queens and 1 king. Serta mattresses. Marian. Which are supposed to be the firm.
The queens are good but the king is garbage.
Bought them from sleep country medicine hat alberta. Magill was the sales person and a real jerk. The warranty is a rip-off.
Do not purchase from them. Buyer beware.
It's like the wrong tag got sewen on the wrong matteress.
Prove it now sucker!

We purchased a mattress on Friday 20th November 2020 at Store 169, Square One Mall.
Since there is Black Friday Sales going on, there was supposed to be another 10% off the price which the salesperson did mention but never deducted it.
We feel being cheated here by such a famous shop that too during a pandemic where every dollar is life nowadays!
There is attached the invoice receipt as well as a screenshot of the ad stating the 10% off.
We would like to be refunded the amount of $ 58.90 as soon as possible. Otherwise we would be happy to return the mattress and proceed to another retailer for our mattress.
Thank you.

We bought a king sized bed about 1 year ago from Sleep Country. Within one week, the bed began to sag in the spot that I sleep and the spot where my wife sleeps. We contacted Sleep Country and they exchange the bed. On the 2nd bed, it began to sag again within one month. But we didnt contact Sleep Country at that time. Things got progressively worse so that it feels like we sleep in a valley and the centre of the bed is a mountain. Sleeping that way is terrible.
So we contacted Sleep Country and they asked us to send pictures... which we did. The compression was 1". Sleep Country would not do anything about this problem because they said they would only fix the problem if the depression was 1.5". In other words, they consider a 1"depression fine, but not a 1.5" depression. That is outrageous because sleeping with a 1" depression is horrible. Its hard to believe that a bed would sag that much after such a short period of time. Our previous bed was 25 years old and didnt sag one iota. It was as flat on the last day as the first. It seems that Sleep Country has sold us a piece of garbage. I would never buy from them again and recommend that everyone else buy from a place that sells non defective mattresses.

Complaining about my mattress. There is a big dent. I have gone 4 times and called multiple times the customer service line and got no help. Nobody calls me back and the wait is always over 40 min long. I have been to Scarborough location and spoke to them there and they said that they will help me call and I still have not gotten the help I'm looking for. I am very dissatisfied and would like a call back to get a replacement for my mattress. Number is [protected]. Name is joe

Wall damaged by sleep country deliver person on july 23.2020. The bed frame scratched my wall while that two delivery guys moved it upstairs: two holes and long scratches.Contacted customer service several times for repairing the wall but never got a solution. Bad services and bad quality.
Customer # 194c371377

I bought a mattress on May 7th on May 8th decided that the mattress purchased was to large for the room bought a smaller mattress. Sleep Country put both purchases thru on my credit card. They said it would take 5-10 business days for the credit for the May 7th purchase. As of May 26 still no credit on my credit card. They now say 15 business days for a refund. Now 11 business days and still no refund. They now say 15 business days for a refund. I worked in the banking industry for over 25 years. If it is processed with the return it only takes maximum of 3 business days. They are deliberately holding onto the money. I would never every purchase a thing from this company. They will not answer the phone have to leave a message and wait for a return call.