Sleep Country Canada

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.

Like the hundreds of reviews below, I would SERIOUSLY urge anyone on the market for a mattress to eliminate Sleep Country out of the running for your purchase. I waited a month and a half for my mattress and had to pay extra rent during COVID because of their order mistake, lack of communication, ZERO empathy or customer service and inflexibility. The agents are no help, it’s as if each department operates in complete silo. This company is so large that no one cares what is going on in another department, they transfer you from one to the next, and each person’s response is “that’s not my problem, I can’t do anything for you”. PLEASE do not give them your money. They need some serious change in management/training. I have never dealt with a worse company and I am so sad I have to write so many negative things. To highlight their insensitivity, the first time I called customer service was a day before my scheduled delivery. I called at 9am, they told me my order was cancelled and could not tell me why. A ticket was logged and the agent said she would call me back in a few hours. At 7pm, after hearing nothing, I called back because I was moving out of my friends apartment and was delayed due to thus mattress not being in my new place. When I called back and said I was calling to check in on the status of my ticket that was placed this morning, the girl scoffed and said “well, it’s not end of day yet though, is it?”. I said no.... however I am in a sensitive situation and am calling to see if there’s been any progress? She cut me off and said “just give me your order number”. I stopped and said that I would appreciate some sensitivity and empathy towards me. She said “ok I don’t think this is going to work, I’m going to put you back in the queue”. I was so shocked that someone in customer service would speak that way to a customers paying thousands of dollars for their product...Anyway, my entire experience goes downhill from there. Thanks for reading.

After less than 2 yrs my mattress broke down and sagged. As there is a 10 yr warranty I applied for it. In order to apply you must contact customer service. After 6 dropped calls over an 8 hr time while waiting on hold over 6 days I was able to talk to some. I also left 5 messages that were not returned and sent 2 emails also not returned all over a weeks time.

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 Sun/Jan/26 at approx. 7:30 pm and was told to send the photos by email. This is a used mattress. I am told it went to the management team and that the CS person is not off until Friday. Any advice to get this resolved?

Initially I was nervous shopping for a new mattress as I have heard so many stories of bad experiences. Although the sales person was trying to direct me to higher priced mattresses, when I asked to please let me browse and try out alone as I was feeling overwhelmed, he immediately backed off. I was able to make my decision and he gave me $200 off of the sale price so I bought 2 new pillows and a sheet set. He cautioned me to anticipate the mattress to feel harder than in the store. They delivered when they said and we polite and efficient. My platform and mattress was set up in 15 minutes and old box spring set removed. This mattress is perfect. It wasn't too hard and I've had a much better sleep. If anything, this mattress is better than what remembered in the store. I appreciate the good service and feel bad for my initial distrust.

Attended to check out mattresses and learn more about the different kinds. Was assisted but not pressured by Jay(?) who was very helpful. He provided unbiased information and was not directed to the more expensive mattresses. He asked about sleep habits to better understand the type of mattress needed. Surprisingly, I did end up purchasing that day and was given the previous sale price saving over $200. The delivery was awesome and as scheduled. They called 3 days prior to confirm and the day of to confirm. They took the old bed for $15 which was a huge help. I would definitely recommend Sleep Country (North Etobicoke).

I bought 2 mattresses amounting total 4500CAD. When i complained for warranty as there is extreme sagging in one of the mattresses. They are reluctant to inspect and cover it. Recommend not to buy anytime from sleep country. Poor and rude customer service

We purchased a box spring and mattress, on sale, as displayed on the floor, at Sleep Country in Leaside. What we received was an inferior quality base/box spring that had rips and tears all along the bottom and side and no tags. The mattress was not the one they had on display (I had taken a photo of it before we paid) and both products clearly look "used" or at least had been returned by someone else. Four calls to customer service, after forwarding photos of the condition of the items, have proven futile. Each person has given me the run around. None of them knew if my email was received because emails are received "elsewhere" and they couldn't help me without my email. Each time they suggest that I call them back. One person even said that I should sleep on the mattress...... rendering it even more used. So BUYER BEWARE with this company. Do not think that because you buy a certain product displayed in the showroom, that you will actually receive that product. Do not trust that you will receive a new item. Do not think that you will have any sort of rapid recourse when you have a problem with their products.

We are extremely dissatisfied with nearly everything we experienced at Sleep country. We had ordered a king tempurpedic adjustable mattress and bed from a competitor and were looking at sleep country for pillows when sales person asked to let them price match. We did and received and inferior product, which you can’t attach a headboard to and a mattress we can’t sleep on. After countless verbal discussions, I asked for something in an email because I was told head office would recommend a no cost replacement to the store, the store did not honour this, then after a difficult discussion with the store manager where she kept telling me to read the clearly marked blue information and not at all interested in what the sales associate or head office had told me, I asked for the replacement details in an email from store and none came. I called head office again, and was again talked over, told to look at their policy, and now told that it clearly indicates I received a discontinued mattress which is not indicated on my bill. They are offering a replacement but the price will be substantially more than the “price match” since I was given a discontinued mattress and inferior base but no where on our bill does it indicate this nor was I told this. In reality, we will end up paying too much for a product that we had already purchased at a competitor but were told we would get the Sleep Country version of the same products at a reduction in price. We have never dealt with such deception and will never deal with them again.

We have bought lots of beds from here and this time not a good experience at all. Bought the bed in Nov 18, by Jan 2019 the one side is sagging. We also bought a bed frame and 1 week and half we fell threw it to the floor. We are not big people. Sent that back and got our money back. So we had to take pictures of everything which we did. So we then sent all what they wanted only to be told say no. I sent more pictures, called and they were going to send over someone to inspect it. Then we got a call after waiting for 2 weeks, yes now they are going to send us a new one. So a date was set, no one showed up, called again, oh that mattress isn't in stock. Another date and they didn't show up, I called again oh lets book another date. Now another date no one showed up, I had to call them to set another date. I told them if this date doesn't go threw I want my full refund. So I will never buy from them again.