Sleep Country Canada
Reviews and Complaints

Hi,
I am living in a nightmare for almost 10 days now. I purchased a Serta perfect sleeper on Jan 15 that the salesperson said was great. I told him I have back issues. It arrived on Sat/Jan 18, 2020 and I aired it out for a day because of the 'new smell' and slept on it for only 3 hours on Sun/Jan 19. it was so hard like a board I was in pain. I went to the store on Mon/Jan20 after work and the salesperson recommended i choose another mattress, the Kingsdown. I had to pay $50. (and my receipt does not reflect the taxes which he promised to fix but has not) and they would deliver it on Sun/Jan 26. Just after 1pm on Sunday they delivered the mattress and put it on the bed. I opened the window to air it out and went on to do other things. At 7pm I went to my bedroom to see if there was any heavy 'new smells' and look at the Mattress. I had a bit of a shock as it was sinking in the middle and there was no 'new smell' it smelled like a steam cleaning product. Like when I have my rugs and sofa cleaned. This is not a new mattress! It is a used one. I used a piece of wood to see how much it was sunk and took some photos with my cell ph. as I do not have a digital camera. I called customer Service Danny Le

I have a bed with a 10 year warranty. I need to know what to do next. PLease tell me where to google on how to take a picture of a 3 to 4 inch dent in my mattress so I can send it to you for an exchange. I understand that I need to lay a broomstick or something on the bare mattress and put a measuring tape in the hole or bent springs. It is hurting my spine. Someone named Brian is going to phone in 4 to 6 weeks and I have paid 50$ plus tax. I would like to do this without him and faster than that. My mattress is only 2 years old, clean but the dent is hurting me. Please tell me where to send these pictures and what is required. I will save $1, 000 in doing so as I pick a new mattress. [protected]@hotmail.com eve adams 2 superior ave apt 12 toronto ontario m8v2m3 [protected]

I purchased 4 different mattress now they say I can't have my money back I'm stuck with this mattress or I loose 1100 in trucking cost, the salesman was the one directing me to these mattresses that he choose, I just want a full refund I'm sick of smelling the fumes of these new bed and I'm sick of no sleep I'm done, please just refund for my inconveniences on your salesmen judgement .Carol Scott.

My complaint is that if the store had told me just how easy it was to adjust the height of the bed frame, I could have saved $56.50. This is a lot to me as I am on a fixed income.
I originally agreed to have the adjustable bed frame at full height but once it was put in place at my home, it was too high. I asked to have it lowered. A few days later, the fellows lowered the bed.
I puchased a new matress and adjustable bed frame. It was great they explained how the adjustable frame worked with the remote but there was no reference to how to adjust the bed frame.
I did tell the store and was told there was nothing they could do. There was not even an appology.

I bought sleep number bed, horrible, exchanged it horrid... This was back in 2008. They gave me my money back in 2012. The mattress has been sagging, losing air nightly for over 5 years and I called the store 5 years ago! I was told that even though they refunded me, I was still under warranty until 2022 and given a phone number for sleep number warranty in quebec. I have been calling the store and quebec monthly for the last 5 years! (I tossed it few weeks ago, then came on here looking for more information because after speaking to bbb was told that was given wrong information again!) I was told that so sad, too bad, your 10 year warranty is up! (remember, I started calling 5 years ago) when I call the store again to see what can be done, I am yelled at: "what do you expect, we gave you your money back?" um 1st I expect to be treated like a human being, 2nd you gave me the quebec phone number, and assured me each time I have called you since 2014 that my bed is still under their warranty! My original "service orders" numbers were: 36082 & 901463081. Customer #201207545. I am handicapped, on pwd (persons with disability in bc) and am tired of being abused because of it. And after reading other complaints here, I see I am not the only one that was lied to about warranty and length of warranty! I do not have the money to buy a new bed and have to go for therapy once a week to fix my aching body... Exasperated by the crappy bed!

We had a bad experience here not once but twice. Our first experience we had bought a mattress from here. We had told the salesman that we did not want the extra warranty. He added the warranty onto our bill anyways. When we noticed it on our recipt the salesman that we were dealing with would not return our money. Our second experience just recently. We had bought 2 pillows from this same location. After getting them home we decided we wanted to return them. The next day we go into sleep country. We have the recipt and both boxes are unopened. The manger would not take them back. Dishonesty and taking advantage of people is not the way a business should be run.

Purchased a new set in the fall, come spring, we noticed bites on our arms which we disregarded for a few weeks. We then noticed a nest of eggs behind our bed coming from our box spring. We contacted our landlord to get fumigated and SleepCountry. They told us that it could not come from them because they go through special procedures yet we found out that the trucks that deliver the beds pick up from various areas, they do not come straight from the warehouse. We opened the box spring and we found 2 adult size bed bugs. We have not heard from Sleep Country in over 3 months to date. I WILL NEVER PURCHASE FROM THEM AGAIN AND I WILL TELL ALL MY FRIENDS AND FAMILY.

Hi,

We bought the mattress about two years ago. The theard has come off the sides and you can see the foam under. Its an expensive mattress and shouldnt be ruined that quick. I am looking for a replacement.
I have attached the photos and would like to resslove this issue asap. Thanks.

Name: Afnan Es-sayyid and Rifath Farshad
Address: 84 Ritchie Ave
email: afnoo.[protected]@hotmail.com
phone #: [protected]

I purchased an double adjustable base may 12at Fairview mall store Toronto.
Midge was very pleasant and courteous. I bought a double base- no mattress as my own fit. I have always slept in a double bed with no problem whatsoever but for some reason my feet go beyond the base when I'm sleeping - partially upright because of sleep apnea. Needless to say not comfortable.
I visited the manager of the store yesterday May 30 after being told by customer service that only the manager of the store could authorize my getting a queen size to replace. He said he had to contact the regional manager and he would get back to me by Friday 31- he was told I was leaving the following afternoon for two weeks holiday. I have not received any message regarding my request. I also advised him I would come back from my holiday and after one week would be leaving Canada June 23 for 3 months - citing an urgency to my problem.
Last night I watched an ad by Sleep Country regarding adjustable bases and how they aim to make the customer really satisfied.

Also, upon installation on May 21 my bed was extremely shakey. I called customer service and the following week two men turned up my bed and found the legs were not screwed in. At least my bed is now firm . I have not had a comfortable nights sleep since I got the bed.

About 2 years ago, my husband and I purchased a bed from sleep country in Prince George. After a few weeks of sleeping on this terrible bed, we called the local store to tell them we needed a new bed as this one was uncomfortable and the pillow top was sliding off. We were told that it would settle out and to call after 90 days if there was still a problem. We called after 90 days ( roughly 110) and were told the warranty is up on the bed. We called once more and asked to talk to head office and we were told that all complaints go through the local store. 2 years later, we are still sleeping on this terrible bed. Its lumpy, the pillow top is hanging off one side making it impossible to get any sleep. The sheets also continue to slide off as the bed is un even.

I have complained but I have not heard back from anyone as of yet, info@harboursidepark.com is the e-mail, one of the drivers and I were at each other because the driver was not following the rules and by-laws plus the delivery driver broke the lobby lamp covers, he was also giving me attitude etc. We need to be compensated for the damages and time etc. I can be reached at [protected].

Kal

I purchased Dormeo 6800 mattress and got delivered damaged product with big hole in it.
When I complaint to customer service that said it was demo model and can come with imperfections.
While making purchase they clarified demo model might have some dirt or stain which will go away in washing.
The mattress I got has big hole in it, so I cannot was away as it will get more damaged in my washer and dryer if I try to wash.
They are giving damaged product under the name of floor model with a huge chunk of money.
All sleep country can offer is patch or mattress protector as they do not have cover available in their inventory. Mattress protector doesn't help with that.
They are not willing to refund my money.

Date: Tues March 19/19 two delivery drivers showed up at 555 Jervis Street, Vancouver, BC V6E 4N1 to deliver a mattress to a client in the building:

Incident:
1. Parked the truck in a fire lane - see photos - against our by-laws and city by-laws
2. Dragging the mattress on the tiles - see photos - against our by-laws
3. Mattress was put against the light in the lobby causing the casing of the light to break (crack) see photos - against our by-laws to block the way for residents
4. Mattress was blocking the elevator buttons for others to use - see photos - against our by-laws
5. Arguing with me because I asked him to move the mattress - see photos - what kind of customer service is that? he is arguing with me and he is the one not following the building rules and by-laws?
6. In my face and laughing at me because I told him that they must follow the rules of the building - see photos
7. He said tow the truck away if I am parked in the fire lane
8. Kept telling me that I have bad breath and need to get some gum to chew etc.
9. Took the mattress out and put it inside the truck
9. After the client showed up he did not want to deliver the mattress because he said I told him he can not deliver the mattress which is a lie, he left with the mattress on his own discussion.
10. He did not apologize but Sleep Country's client apologized

The other drive did not do anything and did was asked but the other I am guessing from the Philippines was in my face and give me attitude - see photos, when he was outside still arguing with me in front of the Sleep Country client, the driver grabbed his private parts and told me to suck on this etc., in front of the client of Sleep Country and my staff. Not very professional.

Solutions:
1. I don't want him back in the building again
2. Sleep Country to pay for the broken light case which is $149.00 plus taxes, these light covers are specially made and ordered for our buildings only.
3. scratches of the lobby panel $150.00 to repair because we have to paint the whole panel etc.
4. My time for staying overtime at work, I am off work at 3:00 p.m. my rate is $28.86 per hour with overtime is $43.29 per hour to stay onsite trying to resolve and put up with the driver attitude etc. plus my time today to write the complaint $28.86 per hour.
Total of the above is $342.29 plus taxes = $415.69

I will be going to CTV News (they love these type of stories) and the media (Facebook, news papers, Instagram etc., and showing them how Sleep Country Employees don't respect and follow the building, I have videos, photos and witness as evidence that will be posted soon.

My name is Kal and my contact is [protected].

Lorraine & Jean-Paul Allard
1572 Haig Blvd
Mississauga ON
L5E 2N3
[protected]
Regarding our Denied Request #1537535
August 25, 2018

Dear Christine Magee,

Why buy a mattress anywhere else? Well...No don't stand behind your products, pretend you care about customer satisfaction and your return policy is a facade.
We are writing to tell you how disappointed we are with your warranty program. We spared No expense buying your temperapeadic mattress several years ago as we had confidence that you get what you pay for and that we were investing in something We could trust that You would stand behind, as your marketing indicates.
Now it feels like we are lying on a old deflated marshmallow and feel ourselves always rolling towards the centre of the mattress and are waking up with sore backs.
Your warranty program is designed to hinder people who are Unsatisfied from getting retribution. Quite honestly, if the mattress stood up to what you promised, we'd prefer to leave 'Well enough Alone', as this is quite a troublesome inconvenient process to fulfill all the 'ruler measuring, photo taking and uploading' that you require to make a warranty claim. After jumping through all your hoops and doing what you required, we are then told our case is not accepted. Disappointed though we were, we tried living with it and simply cannot. We we are telling you that this kind of treatment is SO unacceptable.
I own a busy Massage Therapy practice and constantly have patients whose sore backs and Necks cause them to ask me where they can find a comfortable pillow or mattress. I will not be able to recommend Sleep Country after our disappointing experience. This is truly poor PR for your company. Not only are we very Unsatisfied customers but I honestly can't help but share our own regret for buying an expensive mattress from a reputable company only to be thoroughly disappointed when problems did come up.

Sincerely, Mr & Mrs Allard

Sent from my iPad

Open Letter (complaint) to SleepCountry Canada

I am writing this, as I had no choice left.
A couple months ago, we bought a new queen mattress at Red Deer store, as we are SleepCountry Canada loyal customers for more than 15 years.
The sale person was very helpful, and professional, his name is Curtis (or Kurtis, I apologize, forgot spelling).
My 15 old daughter have a sensory disorder and hip and back problem, so I was hoping to get her a right mattress.
After a 2 months, she could not sleep, as mattress was too firm.
We went back to the store and Kurtis was again. more than nice and accommodating to exchange the bed, my daughter picked one she liked and off we went.
delivery was scheduled for today, Tuesday, November 20.
Kurtis told me somebody from SleepCountry will call us between 8 and 9 in the morning, to give us a frame time for delivery.
As a lung cancer survivor, and 6 months after my lung surgery I don't sleep as well, and I am on medical cannabis during a night, to maintain some sleep, I usually turn my phone off.
But because of that delivery, my phone was on, and I was on alert.
I fell asleep around 5 am, and the phone rang around 8:9, and as soon as I picked it up, it just cut me off. Caller ID says SleepCountry Canada.
So I am laying in my bed, waiting for that call to come, but nothing happened.
I decided to call back, called 20-30 times, to finally go through, and left a message to a customer service manager, Jessica or something like that, in Edmonton.
Then I called warehouse, the same number, just pushed different button, just to get a message no-one is available.
So I waited 10:00 for Red Deer store to open, and called them
When a man answered a phone, I was very polite, but not happy, telling him what has happened and asking if somebody will call me to confirm a frame time for delivery.
He was rude, saying literally; "We don't deliver on Wednesday"?, and I corrected him saying it is Tuesday, today ?
He took my number and somebody called me in a 20 m minutes saying delivery will be between 12:00 and 3:00 today
Around 12:00, delivery guys came with a new bed.
I sat on it and it was very weird feeling, a bit harder than we tried at store, and very squeaky, but I said nothing to my daughter, when she came back from school.
She sat and laid on it, and she was like; what is this? So she noticed squeak and hardness.
I called a store again, and I told a man on the phone about this experience, saying that with all due respect, I would like to get refund and to return a bed, so we can go and get a proper bed for my daughter.
He literally said this: "We can not refund you in the store, you have to call our Customer Service", giving me a 1 800 number; "And they will approve and refund you"!
I told him that I paid with my debit card, 900 dollars for that bed, and why customer service would refund me, instead of the store I paid in for it? Now he became very rude, saying it is our policy we CAN NOT issue refund in our store?!
He then gave me 1800 number of your customer service ; and now it really is becoming very interesting part of the whole event and my experience with your employers.
I called that number right away, and a lady by name Dianna answered, and she was very surprised when I told her what I was told, saying that is wrong and not true
She said, she will talk to a Manager, she took my number and said Manager will call me ASAP.
It was around 1:47 pm, and after that, I went back to the store to see what is going on, and why they would tell me wrong information about refund
The man who sold us bed at the first place, Kurtis, was working, so I talked to him.
he was apologetic, and seemed sincere
But when I told him about the reason why I requested refund, that I think bed is old, as it was squeaky and weird felt, . he said this:'Oh it is a new bed, I can reassure you, if it squeak, it's because it is poorly made"?!
I was shocked? No comments here for his statement.
Then I asked him to WHOM I talked before and who was a man giving me false information about this refund, he pointed at one man, saying he is new here
I asked to talk to that man face to face, to ask HIM why would he say that about refund, and he lost it, becoming very defensive, rude (to mention, I did not raise my voice, I just wanted to know WHY I was told I can't be refunded at store?
Then Kurtis said the policy is you get refunded after the bed is returned, and after Manager approve it . Then the other man said this to me, in a very defensive, rude tone: "Yes I told you you can't get refund here" and when I asked him why he didn't tell me the whole information, that refund will be issued after the bed is returned and transaction approved by Manager, he gave me a very ugly smirk; saying"Well, use common sense:?!
He was lucky I did not flip there and then!
I guess I was too shocked and surprised that sale person would even think of saying something like that to a customer?
I just said; "Well, I am a customer, it is NOT my job to KNOW how you do things here, it is your job to tell, me, I can not guess it, right?" Or maybe I can not use common sense, etc.. etc..
I asked Kurtis for this man name, and while I was walking out, he literally shouted at me his name (which I don't remember as I was so upset and humiliated, he said "I will spell it for you"!
I went home in shock, called again your customer service telling all as it happened, at 3:50, and to be honest, I am still in state of shock.
I went to the Brick, bought another bed for my daughter, using my credit card as my budget couldn't afford using cash, until we are refunded.
Just to mention; 10 years ago, we spent 7000 dollars on our first king size bed, at that store, then 3 years ago, we bought another 2 beds at the same store, and I was even telling Kurtis how we need a new bed for me and my husband, and how we will come back to buy it there.
Well, not any more, not ever again, even if I have to pay 500 dollars more to another Company, SleepCountry lost my trust, your company lost my business and in my eyes, your Company lost credibility about your Mission and your Vision you declare so highly about treatment of your customer
I would like to stress once more: During this whole very unpleasant ordeal, I have never raised my voice or insult ANYBODY, that where my shock is even greater.

I feel betrayed as a customer, lied to, mocked and humiliated by ONE of your staff; if you think he is a great addition to your business, who am I to say different
But I know one thing; because of that ONE person and the treatment I got, which by all means I have never provoked or deserved, I am NEVER again shopping at any of your stores.
I am walking away hurt, and disrespected not only as a customer but as a human being as well
I just hope to get my refund as soon as possible
The bed has not been used at all, it is wrapped up and sitting in my room to be picked up as soon as possible.
I honestly hope other people who are reading this, will think TWICE before they hand their hard earned money or trust to this Company

J Z
Red Deer