Sleep Country Canada
Reviews and Complaints

I purchased a Queen Tempurpedic Cloud Mattress and a Mattress Protector from the Calgary Rocky Ridge location on April 28, 2018. Sales person was Curtis Gilbertson. He was very pursuasive and talked me into purchasing a mattress that I'm unable to use as I now wake up with a sore back every day as the mattress is way too hard for me and not like the one I tried in the store. Because this was a demo model, I was not able to return the mattress. I did, however, return the unused/unopened mattress protector ($178.49) on June 7 as it turned out that I still had a protector from a previous mattress. When returning the protector, I was told that it could not be credited back to my debit card, but that Sleep Country would have to issue a cheque instead. I thought that was very strange and tried to get a better explanation, but was told by Curtis that this was how returns needed to be handled. I insisted on a written confirmation that I did in fact return the merchandise and was still owed $178.49 and he gave me a Completed Return printout (#73A041393). When I went back to the store this week - now 3 months later! - I wanted to know where my refund was. I also stated to Curtis my frustration with the mattress, that I was not able to use it at all and that I felt fooled into this purchase. He told me that I just need to break the mattress in a bit longer. He also said that if I called him a lier (I said I felt fooled but did not call him a lier), that he wouldn't do anything for me. I'm disappointed in Sleep Country and frustrated that I was talked into purchasing a mattress that is completely unfit for my needs.

Hello

Bought a Seally Optimum Guilford mattress from Sleep County Argentia Road outlet. The sales person confirmed the delivery date August 18, which is 10 days after my purchase. Received call from very rude delivery coordinator Time fixed for Delivery on August 18 was between 1-4 PM, The person who called was very unprofessional and rude and was not ready to listen. He hook up the phone on me and not bothered to listen to what I was being communicating to him.

I called back the same number but was connected to customer care and tried to confirm the appointment schedule around 10 AM. The CC Executive confirmed me that she has spoken with delivery team and they have confirmed my appointment is confirmed and delivery person will call before coming.

No delivery was done till 3 PM, again called CC and they confirmed that delivery is scheduled and they will come before 4 PM.

Called up again at 4 PM both the store and CC, both confirmed that they are running little late and delivery will happen. CC confirmed that they are sending email to delivery team and will call me back. No call back.

Called up again 5.30 same answer,
Called up at 5.45 again to CC Julien confirmed that delivery team is mentioning that they customer has cancelled the booking and now delivery will done after August 27.

Very poor customer service, no value for customer time. They wasted my 7 hrs sitting locked in my house.

Your CC guys are saying from past three days somebody will contact you from our office, no body bothered to call.

I can be reached out at [protected]@gmail.com

I am very unhappy with my treatment by SLEEP COUNTRY (BRANFORD, ON Location), and I want your help.
July 2018
I was in a car accidend 1 year ago. Got a fractured spine, seperated shoulder, whiplash, and a variety of scrapes, bruises and lacerations. But I lived.
I have been in constant pain ever since. I see a physiotherapist regularly, as well as consulting with an occupational therapist.
It was recomemded (by the ocupational therapist) that I get an adjustable bed to allow me to get a full nights sleep, without being awake at 1am, from aches and pains.
I was advised to go to SLEEP COUNTRY. I did. I told them (imediately), that I wanted a double (full) sized bed, and that I am a side sleeper. The sales accociate said that they are not available in double size, and that I would need to get a Queen or King. I didn't want it larger than a double because of my room set-up, but went with the Queen (lesser of two evils).
Now I have the bed, and IT IS TOO BIG, and...I can't sleep on my side in a folded position. When I Google this; some websites say that it works, but ALOT say that it is difficult for side sleepers to be comfortable in an adjustable bed.
So here's the issue: I was LIED TO by the saleswoman. I wanted a double and was told that I could not get it (they are available on SLEEP COUNTRY's own website...9 different models).
They will not take a return or exchange. They state that I signed the agrrement...BUT I WAS LIED TO!.
I don't care about the money...but I want what I had asked for. Really I don't want the ADJUSTABLE bed at all...just a good matress. They state that I agreed to the adjustable. THEY CLAIM TO BE THE SLEEP EXPERTS! WHEN I TOLD THEM MY SLEEP HABITS IT IS UP TO THEM TO GUIDE ME.
I am now stuck with a $6, 500 bed that I don't want!
DO NOT USE SLEEP COUNTRY...RUN IN THE OTHER DIRECTION!
This was at the Branford, Ontario location.

Upon placing an order for the Icomf Temp Activ II Mattress in store, the salesperson was very insistent on our purchase. When we finally decided to purchase the mattress, he placed the incorrect model for us (Icomf Temp Activ I). We were very set on ordering the Temp Activ II model and the salesperson was also aware of this. We realized this and called him as soon as possible to make this correction. He made the correction for us over the phone. When it came the time for the mattress to be delivered, the incorrect mattress came (Activ I)

Because of this, we were unable to fully move into our new home and appointments had to be rescheduled because of this. We also had to take time off from work to receive the mattress at home. This was a big inconvenience to us.

An exchange for the correct mattress was scheduled, however, I believe we should not be responsible for exchanging the incorrect mattress, it should be complimentary to us for all this hassle and inconvenience. If not, a credit should be provided.

Dear Sir/Madam,
This is to inform you that we bought a sleep country bed set and sealy mattress from your store on 25th jan 2018. We moved to our new apartment in Jan 2018 which is completely pest controlled and bed bug free. From 26th january onwards the day after me and my wife slept on a new bed and a mattress I saw a rash with big bumps on my forearms and legs. I thought it is due to some allergic reaction and I ignored this thing. The very next day I had a same problem and went to the family doctor. The doctor immediately on seeing the red bumps said thia looka like an insect or bug bite, and asked me if I am sleeping on a 2nd hand mattress. I told her we recently bought a new bed and a mattress so it is not possible. And, this itching and red bumps continued for another month feb and march 2018. I took allergy medicine reactine every day and there was still no improvement. Then, somebody asked me to vaccum with baking soda and all the infections and bacteria will be dead from mattress. I bought a new hoover and did it. And slept on that night thinking all the bacteria is dead. Buf what came as a shock to me and my wife was bed bug on our headboard which bit me hard on my neck. We both immediately turned the bed and saw behind thw headboard to realize so many bed bugs inside the new headboard. We sprayed raid bed bug killer and had to sleep on the another mattress in other room.
The very next day, we went to nearby sleep country store in brampton resolution drive and told them thia issue. The salesperson was not at all agreeing that their mattress or bed can have the bed bugs. They decided to exchange the mattress as we were in 100 day exchange policy so we selected another mattress and paid another 400 dollars with a 50 dollar exchange fee. And, today on 21st april 2018 when the delivery driver brought the mattress to our apartment he asked the reason for exchange and we told him its sue to bed bugs. And immediately he refused to take back the old mattress and give us the new one stating us the store from where we got this exchanged dis not informed them about the bed bugs. And unfortunately he had to take back the new mattress back and cant be delivered to us.
This is such a worst experience I am facing with sleep countyr right now.
I want to get my complete refund back from sleep country of 1400 dollars. me and my wife have suffered a lot in last 3 months and due to sleep country we had to undergo ao much of trauma and health issues.
If sleep country wont be taking any action against my complaint I have no choice but to file a consumer complaint.
I just want sleep country to take back their mattress and bed and give us our refund of 1401.19+401.79 dollars immediately.

Thanks!
Neha Nangia

I purchased Kelly ll collection bed 15 months ago. I been having horrible back pain after sleeping 3 hours where I can't bend in morning. I took pictures to show something must be causing it inside mattress support. I callled support to be told it's me and wait 3 months for inspection.
I purchased dozy mattress and first night in weeks I got great sleep and woke up with no back pain so obviously not me just scammer Sleep Country Canada stealing people money

Purchased a mattress on January 23, 2018 from the Sleep Country store in Bowmanville. Paid with my credit card $1203.44, sale order no. [protected] for a new mattress. The mattress was delivered on Sunday, February 11. As the week progress I realized that something was wrong with this mattress. When I took a good look at this mattress on the weekend, I realized that the mattress was used. I phoned the store to speak with the sales rep Teresa but she was not in. I send Sleep Country an email on February 20 telling them that they have delivered a used mattress and I want them to come and pick it back up and to give me a refund as I did not purchase a used mattress but a new one, I even send them pictures on February 22. Did a follow-up called to their customer service on February 27 and spoke to a rep as she mentioned that the mattress looked fine in the pictures and I told her that she is not the one sleeping on it, she then offered me another mattress but I don't trust them to give me a new mattress or to honored their warranty, so I told her NO, just a refund will do. She pass me on to management for a refund, management called me on March 2, Mitchell left me a message at home, called her back on March 5 left her a message, have not heard back from her since. Second a second email to them on March 7 and still waiting for respond back from them. On both sides of the mattress there are two indentation that two people have slept on this mattress, a large hump in the center, the springs are making creaky noise when you move and some areas have small sink holes and lumps. I have to stop sleeping on this mattress because it was starting to make my body ache and my joints cracking.

I have been a long time customer of Sleep Country, and have over the years purchased beds for myself and family members from Sleep Country, most have recently been bought within the past few years at Store 281 in St Albert, Albert. Recently, I brought a very close friend in to get her a new mattress and bed frame as she recently moved to St Albert.

We had looked around at many stores throughout December, and she fell in love with a new mattress and the Shiraz Bed Frame. She was patient, and understood it would take time to get the bed frame after the mattress was delivered. About 7 weeks after her purchase the bed frame was delivered, but when the bed arrived at her home, they couldn't assemble the bed frame because of the hardware had been installed incorrectly, and the bed couldn't be assembled. This has now been the case for a total of 3 times.

The delivery people have left in her spare room the head and footboard, but removed the side rails. It is now Mid-March and she still hasn't received the bed frame she wanted, and has been awaiting customer service to return her calls. It isn't too much to ask, she is requesting after all of this anguish and anxiety about sorting her work schedule to accommodate the delivery, over and over again only to be disappointed by the delivery staff not being able to assemble a friggin bed frame.

She is currently awaiting customer service to see how much they want to keep not only her, but myself and our friends as customers of Sleep Country, I think they should deliver a whole new Shiraz Bed Frame, rather than continuing to assemble piece meal the bed frame from hell, and give her a personal refund of 50% of her purchase price. This is likely the only conditions that would keep us as future customers of this company.

Seriously, how can you mess up the assembly of a bed frame. But maybe my own experiences about not getting the mounting bolts for the head board I purchased from them, should have raised flags.

*Beware, once your credit card is given they no longer are interested in you*

We are very, very, very disappointed with Sleep Country. Our sales rep repoire with us ended once the credit card was given. We bought a King Size bed with 2 Ergo Adjusters which we were quite excited about. But low and behold when the guys came to set it up he said he needed to cut holes in our brand new bed to fit them in which would negate the drawers underneath. We were NOT told this. When we asked for a refund the sales rep said no, can't do that and refused any further discussion. This is customer service? Waiting to hear back from a manager but apparently this can take quite a long time for a response. So here we sit with $2400 worth of merchandise that is useless to us. We were NOT told they were a final sale nor that it required specific space to be installed. Sleep Country has stores all over Canada where these can be used, we can't! To destroy a brand new bed because your sales rep failed to inform us of this is ridiculous. If this is not resolved you can have your mattress back too and we will buy elsewhere. We demand a total refund for the 2 Ergo adj. - they are still wrapped ready to go. So is the mattress.

We purchased a bed, mattress and pillows from Sleep Country in Guildford, Surrey BC on February 3 2018. The sales person Jeff attended to us and from tge get go lied to us about everything. He promised to give us free pillows but when the time came to buy, he said we have to get them separately. He also said the mattress has a 10 year warranty and the warranty card will come with the delivery of the mattress but it did not arrive. He made me try out a tempur pedic pillow which I found OK however the one delivered was totalky different and hard as stone. When I went back to the store he said it has to be "broken in" but 10 days later I have a severe neck and back pain from using the stone pullow. He said he would mail out the warranty till daye nothing. Sleep Country customer service rep Julian was rude and aggressive and when I asked for a manager or supervisor he said there is no supervisor or manager. He promised to email the warranty but did not do so. Stuck with lousy products delivered by a con company. Please help! Consumers please don't get fooled and conned into dealing with this horrid company.

Very upsetting buying 8k worth of product and being treated like this.
Cust#[protected]
Sales rep: Jennifer Power
Richmond Hill Store
Exchanged 5800 Dormier with 6800 Dormier. Arrived the other day with Queen size to exchange our twinxl. Called our sales rep and said they can't do anything that Sunday and will call yesterday. Well its Tuesday... called Customer Service three times to find out they will call the store. Called the store and the Manager and our rep are off... no closurw as of yet...

I received these lavender pillows for Christmas and do not like them, they were very hard and uncomfortable, I would wake up with a terrible headache, I tried one and the other was left in its plastic, my husband tried to take them back to the store and was told they were "all sales final", nothing could be done so we left them at the store and told them to go to hell and walked out, we will never go to back to Sleep Country and will tell everyone we know about our bad experience!
Nowhere on the bill does it say "sale final" and my husband was not told while purchasing these pillows.
I'm very disappointed in Christine McGee allowing her employees to treat us this way after all the business we have given her!

Order # [protected]
My husband has recently diagnosed terminal brain cancer and has severe trouble with mobility so we went to Sleep Country Bolton to buy an ambulatory bed. We needed this urgently. We had a great sales associate who met our needs.
Shortly after the bed arrived the Occupational Therapist who manages my husband's health care visited our home and approved that bed for payment through our insurance company, and suggested we contact Sleep Country to ask that the receipt show a date after her visit. The bed was delivered Dec. 3rd and the approval came through Dec. 18th. She advised this is common practice in the health care sector. The amount is $2, 877.64.
Today, January 3rd 2017, I called to ask for the sales associate, Sasha.
The man who answered said he is Sasha's manager, and also let me know at that time that he manages 3 stores.
He said he could help.
I told him of my husband's terminal diagnosis, and asked if he could meet my request, that was suggested to me by a registered OT.
He was indignant, uncaring and rude, as he accused me numerous times ofI asking him to commit insurance fraud. He repeated there is nothing Sleep Country could do to help me.
I asked if I could return and repurchase and he told me I should have read the fine print - ambulatory beds are non refundable.
I reminded him that I paid upfront for the entire bed $5, 877.64, and that I was not trying to pull a fast one.

I had the worst experience ever with any retail company. My order was [protected]. I talked to your customer care guys and they told me I can pickup the mattress any time. I rented a truck to go to your warehouse at Airport rd Brampton and the guys told me that my mattress is there but they cannot give it to me due to their system issues. This was me already drenched in the rain.

I spent $100 just to arrange the truck and get to you guys and this was the level of service you gave me. Even your customer care lady told me she cannot do anything.

I went heartland store where I got the mattress and they said they'll contact me which they haven't and it's been two days now. I hate to say but I would never shop with sleep country or would suggest anyone. I feel harassed.

My husband and I went to sleep country to purchase a new mattress and box foundation this was in july 2017 sales person persuade us to the most expensive set on the floor he insisted that this set would be the set for us we said no at the cost of ""9, 000""dollars we told him that were on a budget and were are seniors
We both have back issues I have spinal stenios we ask to have mattress exchange for another set they said yes but it would cost us more delivery and very little exchange money back so second set cost us""5, 000 dollars we only got back money exchange of $ 387.00 plus delivery charge of 50.00 now for third time no money back and a floor model mattress that horrible pkys another 50.00 delivery
This happened at the london nirth store on wonderland rd sleep country""""""please stay away from sleep country""""" they are we that advantage of you and skam you

I purchased this matching boxspring and mattress set on Aug 9, 2015. The discomfort has been unbearable. My side has sunken to one inch. I sleep in a sagging hole which is very uncomfortable and at times difficult to even get out of bed. There is a hump in the middle of the bed and my husband rolls to his bed edge. I had someone come out (ordered by sleep country) who inspected our mattress on Aug 31, 2017. His report stated - mattress normal sagging at one inch - no defect. Well I don't care if it is one inch or one half inch. The mattress is uncomfortable and I want this mattress replaced. How can one not cover a 10 year warranty for an uncomfortable mattress with a definite defect.
Please reply ASAP
Kelly Almond
[protected]
Almond_kelly @yahoo.ca
Sales order [protected]

My boyfriend purchases a reclining bed frame from one of your stores for our anniversary, the bed frame has never reclined so we basically paid $2500 for a regular bed frame, I've now had to take three days off work to wait for people to look at it fix it and now maybe possibly finally replace it, three shifts I've lost for a gift that should of been here waiting for me. This is the most inconvenient and frustrating transaction, three men have been in and out of my room with their dirty shoes on my white carpet and 10 days later I still have no reclining bed, and I get an offer of a $75 certificate like there is any way me or anyone I know will ever spend a dollar there again. I am now upset and unwilling to buy what looked like a great massaging $5000 dollar mattress from your stores only knowing what I have just experienced. The time wasted and definitely experienced a very terrible 10 year anniversary honestly we also are part of a large cooperation business and the way this have been handled in this circumstance is beyond disappointing, customer service was rude on the phone sales man is taking his sweet time to replace a $2500 item just plain disgusting with a company that should be so big and proud.

Today me and my wife went to exchange our king size bed that has 10 year guarantee we both walk to the store and son's we walk in few sales representatives walk toward us to say hi and how we can help you guys at that point everything looks fine sones I say I'm going to exchange my bed all the salesman disappear and makes feel unwelcome.and nobody try to help us out i ask few question but nobody was king enough to answer my question
even one of the sales person told us to come back any day of the week during the day that they were to busy to deal with an exchange product.nobody took the time too see the problem my back hurts so bad to sleep in damaged bed also my wife and when finally we got approve in the same store that we bought our 4000 dollar bed today did not even want to give us service maybe because they are not making commission of the sale.my name is denis r molina and irene menjivar phone number [protected]

I bought a bed from Sleep Country a year ago, had to return it after a few weeks because the pillow top material was so poor that it was crushed by just me sleeping on it. I exchanged the bed for the same one, Beauty Rest Elite - Larissa, but without the pillow top. This bed is garbage, there is no support at all. It's not helpful to try out the mattresses in the showroom because they're all fine but what they're manufacturing and sell to the public is not. I should've known better than to go ahead with buying a mattress from Sleep Country as when I asked the sales staff to write down the specs about the bed that I purchased they refused. They said that everything that I needed to know was listed on the mattress in the showroom, things like "titanium lumber support", whatever this means... I've never been so uncomfortable in my life, I will never buy anything again from a store that sells items that are of such poor quality.

A mattress we purchased 4 1/2 years ago started to fall apart. We had followed all the recommend steps that the sales associate went over at the time of purchase, but it turned out that the mattress was clearly defective. We went thought the warranty process and were approved for a direct replacement as the product we deemed defective. We then went to the store as instructed and were then told the unfortunately after 4 1/2 years the mattress we purchased was discontinued and no longer available for the direct replacement. We were then advised if we wanted to get something of equal quality of what we initial purchased, we would now be looking to pay out of pocket as things had gone up in price. We were then told that we initial spent $700 and now we were looking at spending around $2000 for something equivalent to what we had (more than double what we paid).
I then called Sleep Country Canada directly to try and see they could do as the store made it clear that it was out of their hands. We got nowhere with that, as I explained that we were upset because we were sold a defective produced and all we wanted was a replacement of equivalent quality to what we had. The customer service rep explained that they only would give us the dollar amount and nothing else as the same mattress was discontinued. I then asked if the mattress we had purchased was still available but now retailed for $1500 would I still be expected to pay the difference; she advise no they would just replace it. Leaving us feeling that we had been caught in a very convenient loop hole.
We paid more to purchase a mattress here because we thought it would be a worry-free purchase at the time. We were under the impression that they would sell us good quality items and anything that fell short of that would be taken care of and sadly we were wrong. Please keep this in mind if you decide to purchase anything with Sleep Country Canada!