Sleep Country Canada

HORRIBLE EXPERIENCE
Request #270708 Completed
I bought a mattress one year ago. One side of the mattress is defective. The warranty is 10 years. After back and forward with pictures and measurements of mattress they agreed to send someone without the $60 charge to check the mattress (Frank from customer care) but in the same day I received another email telling me that the mattress has no defect and the case is closed.
Checking the reviews on line I find out that this is a common practice they do to everyone. They try to make you give up. There is no warranty of any kind at Sleep Country.
The customer service is just wasting your time as they are trained to do.
My advice is buying from anyone else but Sleep Country.
THEY DONT HONOR THE WARRANTY.

Date of experience: October 31, 2022

I purchased "high quality" 500 thread count Egyptian cotton bedsheets. They were soft & smooth in the package. I washed them prior to using them and the soft, smooth feel was gone. They became very expensive burlap sacks. I thought maybe ironing them would bring back the softness but no luck. I took them back to the store. The salesperson recoiled after touching them, proceeded to accuse me of damaging them and then changed the story to attempt to gaslight me into believing there is no problem with the sheets. Their "warranty" only covers unopened packages so I'm stuck with this very expensive garbage. I phoned customer service, escalated the issue and their solution was to send me a gift card worth less than half of what I paid for the sheets. I don't understand how making me spend more money on their terrible products is considered a solution? It's so disappointing and infuriating to know Sleep Country Canada no longer provides high quality products yet still charges premium prices and won't stand behind the products they sell.

We were satisfied with the purchase until we needed to call Customer Service to help us with the body impressions on the surface of the matress that was causing us pain.
They did not help us at all. They ask to do something exaclty how they want it to be done, so in case you do not have something they want, you must buy it just to get it done and show the body impressions. If you want someone to go at your place to check the matress they will charge you a fee. Such a nonsense approach of this company to solve people's problems. I am never buying or recommending this company again.

Tried a Dormeo foam mattress in-store and it was amazing. Purchased it along with a non-refundable adjustable base. It arrived ans was lime laying on concrete. Went back to the store and was told we had to sleep on it forat least 20 nights before we could exchange it. We went back after 20 days and were told the softer version was discontinued and we were stuck with it. 8 months and 2 physical therapy sessions later, we went to the store to buy a pillow and find the softer version has not been discontinued. We were directed to contact customer service who immediately told us that unless there is a defect in the bed, they can't do anything. We will never purchase anything from Sleep Country again. They sold us a product different from the display model, misinformed us about the availability of a softer version and now we're out 10 grand sleeping on a block of rock-hard foam.

I ordered online and was given a delivery date of Oct 13. The follow-up email said Oct 13 delivery. The next day, an email came from FedEx with a different delivery date. This is for a cottage. We're at the cottage on that delivery date. On Oct 15, an email came saying it was out for delivery. Never arrived. On Oct 16, an email came saying it was out for delivery. Never arrived. On Oct 17, an email came saying it was out for delivery. We're not there to receive it. Our neighbours left a note with their phone number. The courier did not read the note. They left the mattress outside, in the woods, on our road. I called both Sleep Country and FedEx TONS of times during this mess trying to get some help with no luck. Sleep Country said they couldn't contract FedEx. Sleep Country is
ridiculous. I will NEVER order from them.

Sales associates come off really nice but only to make a sale and take your money, but when you have an issue, you will get no help. Bought the tempurpedic waterproof mattress protection both double and king. Was told by associate they all use them, never any problems with multiple washes/ drying. And they are guaranteed.First wash they melted and torn. Followed instructions on package, and were washed by themselves. Brought them back for refund, no refunds which they do not tell you. I didnt want replacements as these are expensive and have no trust. Was told to call customer service, no help, told to email with pictures, just
told to call tempupedic and deal with them. Even says mattress protection guaranteed for 12 years. If they fail on first wash, they will fail when a leak happens and ruin your mattress. Do you really think sleep country and tempurpedic will happily and easily replace your mattress? Not a chance.

I purchased a mattress and it paid $400. It was poor quality and so we called to return it. We could not return it for a full refund and so had to purchase a more expensive mattress. We were not told that there was a $65 charge for the exchange. I called the store (Yonge and Lawrence) and spoke to a super rude manager, who raised his voice and continued repeating himself despite me telling him I got the message.

My advise is to give another store your business.

My 80 year old parents were expecting a delivery for a mattress. The delivery guy was rude and didn't deliver the mattress. They live in an condo, you have to book an elevator, he showed up early then left, rudely, without delivery. He was very rude to them. Good delivery should be a part of the service. This company sucks.

After a year the motor stopped working for the reclining bed. I am struggling and going back and forth via emails and calls to get this replaced. Parts are on back order til end of july. and there is no gurantees on when it will be done.

Never trust this waranty business. they will sell to with a lot of assurance but when it comes to a repair services they dont repond on a timely manner.

We purchased a Kingsdown Kibg size mattress. We dealt with Taj at the Eglinton and Glen Erin location Mississauga. He was very good to deal with. On delivery the mattress was damaged and a hole put in it because the delivery people were not paying attention. On the second delivery they managed to knock down a heavy wood statue breaking the head piece and damaging two stair steps. Totally incompetent not paying attention. They also came close to hitting the chandelier until I yelled at them to stop?? They told me I did not have to sign off on the delivery this time because it was a replacement? I later found out from customer service they claimed I refused to?? Totally untrue! They also did not report this and Im guessing tried to hide it which is why they didnt want to be to sign off and write down the damage. I left a message for Taj complaining about what happened and he never returned my call? I guess its all an act to sell you the mattress then the sales people dont care. I would never return to sleep country.