Sleep Country Canada

I bought a mattress from Sleep Country in October 2016 with the knowledge that I had slight allergies to some chemicals but was assured by the salesman that all their beds were safe and that I should get this mattress protector that would further protect me from any allergens. So I thought well because they offer a sleep satisfaction guaranty I should be ok. Well... after about a week I realized I had become very allergic to the mattress that contained a gel foam on the top. Mattress protector didn't make any difference. I tried exchanging the mattress & returning the mattress protector and they said that all their mattresses had the gel foam top and that they could only exchange the mattress protector for another one.
So I contacted Customer Service and told them my dilemma and was told to get a doctor's note saying I was allergic. So I did and sent them a copy, they wouldn't return my calls. When I finally got to talk to someone I asked to speak to a manager and they said I couldn't as the problem had not escalated enough yet!!! Really?!!! I kept phoning and asking for the manager but no one would call back for a couple of weeks. Finally the "Escalation agent" phoned me and said she would need to talk to my doctor. I gave her the phone # which she already had from the note ( just another stalling technique!) another 10 days passed I went back to my doctor and asked her to phone the agent and for the next few days she tried without much success. FINALLY after another couple of weeks I was able to talk to the agent again and she said she had talked to my doctor and now would have to pass the recommendation to her district manager. REALLY??! So after 3 months of absolute agony and mental anguish I was able to get a refund with a 20% restocking fee for the mattress only! It was a nightmare from start to finish! So don't let the pretty face on the TV add lull you into thinking this a great mattress company because it isn't. All they care about is the end game of making money! Customer service is non existent! Let my story serve as a warning.

The delivery guy called, as promised, prior to arrival. Was told they did nothing to help 'set up', despite advertisements saying otherwise. The 2 youthful 'gentlemen' watched as I (grandma...) bolted the headboard to the bedframe. One of 2 guys did not put on protective 'booties'. BOth refused to take the old set - said we couldn't even call to arrange payment of removal because 'nothing is open till noon'. (incorrect...) And they left the plastic garbage...'cause I could use it when I moved the old set myself. I was speechless as they walked out of my unit. I called the Waterloo store where I purchased it. Was berated and chastised by the area sales agent for not calling before the delivery guys showed to arrange them taking the old set. Was told the delivery guys don't know about the ability to take the old set by phoning the store and arranging pymt because 'they are not Sleep Country employees'. I was told there was nothing they could do for me. ... I have left messages, sent emails, left messages on Facebook - and I've received one phone call from HQ - the woman had NO idea of the details of my situation - i had to relay it all to her despite the many channels I'd attempted to notify their customer service folks. Nothing has been communicated from the store.
My point: if you are going to advertise that you are courteous and go above and beyond in terms of customer service AND charge a premium for it - you better deliver on that promise.

Bought a mattress just over 60 days ago and started sagging in my husbands spot. Called into the customer service line and they extended the warranty for us. Went in, picked a new style of mattress and it's being delivered next week. Awesome hassle free service.

The sales guy at sleep country was very welcoming and helpful. We were looking for a king size bed but didn't have a clear idea as to which type of mattresss we wanted. The sales person was very helpful and showed us almost a dozen of mattress and helped us to choose the right one we needed.

After 5 years the top cover starting pulling away from the mattress. My wife contacted Sleep Country and followed their instructions regarding what pictures they required in order to determine if this issue was covered under warranty. They determined it was a warranty issue and provided us with s reference number to take to a Sleep Country location. We went to a Sleep Country Store and they made arrangements to have a new mattress delivered and the old mattress removed. The picture taking process was a bit arduous but the end result was great. We definitely recommend Sleep Country and will purchase from them again.

Worst service ever. Spent 14000 on a bed and got Such bad service I will tell everyone to stay away! Wanted 9 inch legs for the bed which I saw were available in the booklet that came with the bed. The first store I called told me bed did not come with 9 inch legs. I called the service department who assured me it did. Went toa second store to order the legs in person and had to remind the clerk that I needed 2 packages as the bed was king size. No problem and lucky me they would arrive on Sunday. Walked over to pick up the legs on Tuesday to learn only half the legs had come in and I would have to wait a month for the rest. What can you do with half the legs? Did they bother to call to say sorry only half your order is available don't waste your time coming in....no. And when I said I wanted my money back was told they couldn't give me any proof of the refund and I would just have to wait to see if it was processed. Don't shop at Sleep Country their staff doesn't know the meaning of customer service.

Brand new mattress from Sleep Country Yonge St. srore. Wrong mattress was delivered first time. The driver insisted that I accept it although it was a twin, not a double as requested. Next mattress had no law tag on it and had severe bunching of top pad. I am still working on getting a warranty settlement. I am hopeful but so far the company is not very friendly about this. I wish that I had bought this mattress somewhere else.

I'm can't get anyone to help me with a stained mattress that was delivered to my house yesterday. I could only imagine what it would be like to get help with any warranty issues. Worst customer service ever !! I will never deal with this company again

it was good. the manager in ottawa area he was really responsible although it took me few days to reach him. i got the footboard, headboard and mattress. overall, it was ok.

We bought two mattresses at SleepCountry on Daze Rd. in Ottawa about two weeks ago. The sales person, Suki, was very patient and helpful in explaining the differences between different mattresses we were considering.

When one of the two we bought proved less comfortable than we had thought when trying it out in the store, she spent a good deal of time helping us to select another (which we really like), and arranged the exchange at their nominal $50 charge.