I bought the mattress from Sleep Country just 4 months ago. The quality of the mattress went bad quickly and I started to have terrible back pain whenever I slept on it. Terribly disappointed as I thought this could have been a trustworthy store brand. While other Mattress companies have the return policy, Sleep Country has none. To make it worse, I have to pay exchange fee and customer service was super unsupported. All I can do now is to pay them more and I am only allowed one time of exchange while I have absolute no trust in their products now. They don't seem to take responsibility for their poor quality products. Never set foot to this store if you don't want to be stuck with bad products.
Review by Cockers1 month ago
I purchased a mattress from Sleep Country two years ago. After six months, it developed a sag which has only grown bigger over time. Even when the bed is made, the flat sheet sags over the area. Because of my complaints of uncomfortable sleep, I was encouraged to contact Sleep Country. I emailed photos as per protocol and received a response within days. A standard email was sent indicating that "the product was found to have no warranty defect". Firstly, the fact that this conclusion is drawn via photos is questionable at best. Using a standard form as a response only speaks to how many complaints are received and Sleep Country's impersonalized, bureaucratic customer service. The Cambridge definition of defect is " a fault or problem in something or someone that spoils that thing or person or causes it, him, or her not to work correctly" . Is Sleep Country thus saying that by simply sleeping on the matress, I have caused it to not work correctly? There is a "defect" here...a defect of rationale, of workmanship and of customer service...all of which are unacceptable. I await a response.
Review by Wihanga1 month ago
We have purchased 4 extended twin beds from this company. Yes, mattresses do vary and we had to call in a problem twice but I cannot be happier with the process (yes there is a process) requested. The site is easy to use, pictures to upload and we have never experienced a problem with replacement. Keep all receipts, keep tags on the mattress and if there is an issue you will be supported by Sleep Country. At least I can count on active response and support from this store.
Review by Adib1 month ago
I bought one mattress months ago in Burlington. though I seldom slept on it - except on weekdays when I came back from another city. But finally I found the quality of the mattress I got, is quite a different from the model one I felt in the store.
So I called customer service and they approved me for a comfort exchange, just find a new one in one store and pay the gap. valid by Nov 17th.
I decide to pick another more expensive one this time.
Last week I found one new model in the original store, but the sale people were too busy to negotiate with, so I left.
Yesterday I passed another Sleep country store and stepped into to figure out the best price for the new model.what I expected is to get a closer discount level as before if possible. The sales lady treated you a fool and I was told no discount will be given for the new one I like. So I quit that store very quickly, without stayed there for 5 minutes.lots of stores I can choose from I thought.
Quite a surprise to me, when I went to the original store today,the sale manager told me the lady (the store I visited yesterday) have already placed one order for me, so they can't help if she didn't cancel it. What's going on? I didn't ask anybody to place any order yesterday, eventually I didn't satisfy the price they offered me at all !!! if I asked them to place order, why I don't have a receipt?!
I went to the store (the one I visited yesterday) and asked the lady to cancel the order, and she did with annoyed.
But when I came back, the store manager phoned the lady for a long time(seems they knew each other). and finally I WAS TOLD I CAN ONLY buy the new one with the list price, because they has a rule, and I have canceled the order.
But when I phoned the customer service again, I was informed there is not rule about it, the price is up to sales people.
What a horrible experience to me.
Not only you got the bad mattress delivered, but also they lied and made trick to you to block the exchange.
This is a lesson. You get nothing in sleep country, but waste a lot of time!
Review by Russdans1 month ago
I just wanted to share with you all the experience that I had Sleep Country on Hasting Street in Burnaby.. I had the opportunity to work Dave Dyk and John in helping me find the right bed that was going to work for me. Dave has been with the company over 30 years and he is very knowledgeable about the products. Not to mention the customer service from both men were amazing. I can not say enough about my experience. Every question I had and I had alot, Dave was able to answer them with no hesitation. They both allowed me to take my time on finding the right bed and I appreciated this very much.. Finding people like Dave and John are hard to find.. Finding people who care is what makes the difference.. Thanks again for the experience and I LOVE MY BED!!!
Review by Kiraat2 months ago
I purchased a headboard from Sleep Country. The first one had a defect in the fabric. I had no problem getting them to exchange it after I called the customer service number. The store said it didn't deal with these problems. The second headboard also had a defect but because it was right at the top going over to the back, it was not visible when the bed is pushed against the wall. The fabric has a hole and staples had been put in so it wouldn't run. At this point, I was not going to complain and request a 3rd headboard. . Overall, I found the quality of these headboards to be poor for the price I paid. Obviously, quality control is not happening.
Review by Robotin2 months ago
I had no clue how difficult and time-consuming choosing the right mattress could be. After checking out many stores, I have decided to go with Sleep Country as it offers a variety of brands and has 100 Night Comfort Guarantee. During my first visit in the store at William Kitchen Road in Scarborough, I was pleased to meet Rahman, a friendly and approachable Sales Associate who knowledgeably responded to all my inquiries and introduced me to many mattresses that were meeting my requirements. It was during my second visit when I decided to purchase a medium-firm mattress and couldn’t wait to try it out. To my disappointment, after sleeping on the mattress for 2 weeks, I understood it wasn’t the best choice as the mattress was too firm for me. I left for vacation and hoped to have different feelings upon my return, but it was the same, so I decided to change the mattress for a softer one. Even though I came on the Boxing Day when the store was packed by customers, I received full attention from Ariz, another Sales Associate who patiently answered my questions and checked various warehouses to find out availability of the mattresses I was interested in. As a very indecisive customer, I spent a lot of time in the store and was happy to observe the support, politeness and professional customer service of the personnel. Nobody was bothered by me trying the mattresses again and again in order to make the right decision this time. When I finally made my mind and chose the softer mattress a few days later, Rahman made sure all the paperwork was properly done and the delivery of the mattress arranged to accommodate me. I was truly happy with the customer service in this store and I am looking forward to trying out the new mattress soon, hoping to enjoy it for a long time.
Review by Virginiap Hitimana2 months ago
I bought a mattress from a fellow at a local store and it went without issue however he told me the mattress would be delivered in 2 days and I'm supposed to get a phone call on the delivery day giving me a 3 hour delivery window. The delivery day arrived and I never had the call. Ironically enough my dad was my to drop off something when the truck was there. I called head office and the woman that talked to me was giving me attitude when I explained the problem. She told me she didnt care and hung up on me. Is that how Sleep Country treats their paying customers? I have a nerve to just return the mattress and buy it where I will be treated with respect.
Review by Kimfrances2 months ago
We will never recommend this location (Woodstock), or sleep country itself, to anyone.
We just moved and my parents went in on the weekend to pick out frames and mattresses (3 of them) to purchase and have delivered. The lady that they dealt with SPECIFICALLY told us that as long as we paid before the end of the weekend they would be on the truck and delivered for Monday January 13, 2020, AKA TODAY. So they rushed in on Sunday to pay the bill, again reassured it would arrive January 13. However, when my mom called to followup as we hadn't been given an update to the time, the gentleman said they weren't coming until January 20, 2020 (1 more week) as they would not fit on the truck. What. A. Joke.
We have 3 people that need a bed to sleep in, which means we will have to go out and purchase air mattresses (on top of the price already paid for the beds) for the next week. Apologies were given, but what kind of service is this? How do you expect a family to sleep for an entire week when you lie about a delivery date just to get our money. I know stuff happens, but this is ridiculous.
They currently have our money and "there's nothing they can do" about getting us our beds. We offered to come in and pick them up, but they couldn't let us do that either as the "beds aren't confirmed". You have our money and won't even let us gets our beds and mattresses.
I'd give 0 stars if it gave me the option.
Review by Cicciopi Nadezhda2 months ago
Two beds later and neither of them are what we tried out in the store!
Impossible return policy because you won’t know it’s wrong till you open it. Not a stitch of identification on the bed saying what model it is so do not buy from them!!!
Review by LYWilcox2 months ago
Bought pillows online that I ended up hating, and they wouldn’t Take them back. Ended up mailing me gift cards that are not usable for online purchases, and there is no brick and mortar location anywhere near me. Terrible service. Will not purchase from Sleep Country again.
After writing a response to my review, they didn’t address the action they took. Not taking pillows back for “hygienic” reasons Is dumb, other companies do after X amount of nights! But, then to send gift cards that are NOT useable for online purchases is stupid. And, there are NO brick and mortar physical store locations anywhere near me within the province of NL. So, why send gift cards when Sleep Country knows they are NOT useable?
Sleep Country says to contact their customer service. Clearly, I already have which is why I’m here posting this information so others can make informed choices. They will not get anymore
business from me. Also, Sleep Country will have to get with the times soon. Plenty of companies going out of business these days. Customers have much more choice in the online world. Companies that provide hassle free returns and provide an air of loyalty will win the day, not the crusty old Sleep Country mentality of take the money and run.
Review by Harleem2 months ago
On December 8th; I went to a local Sleep Country to take advantage of BOGO pillows. There; I was greeting by a woman named Sandra and she was extremely pushy to make a sale. I wasn't interested in her agenda on upselling so I politely but firmly said that I was ok but if I needed anything that I would let her know. She sarcastically said "Thank you! Have a nice day!" then she turned around and yelled "D!CKHEAD" so loudly the entire store heard it... It was so embarrassing. She walked away and went into the back. Her colleague (Natasha) came by and was playing dumb like she didn't hear anything. I saw her reaction prior and she was just not wanting to get involved. I asked to know who the managers were but she just told me to call head office. It was quite clear she was just trying to protect her co-worker.
I called head office and talked to a regional manager but I got a feeling that they were all "show". He was pretending that I mattered and that they take complaints like this seriously but mostly only gave me generic answers to everything. He said that he talked to Sandra and she denied that she said it (of course she will deny it because she doesn't want to get in trouble).
I then talked to a head manager at head office and it felt like the same song and dance "We take this very seriously. We value ALL our customers and we want you to return...". If I were to do the same thing at my job; I would have been fired on the spot; Sandra still has her job and probably nothing happened\will happen.
The $1000 mattress I have purchased will be going back to the store and I will be getting another kind elsewhere.
This needs to be resolved with a costumer satisfaction. Doing nothing wont make go away. Fire Sandra to make an example on how much you value us. If she did this to me; She probably did it before to others losing business and will do it again.
Review by HannahMariya Gurwitch2 months ago
I don't normally write reviews, bad or good but thought I would for my recent purchase from Sleep Country in Halifax, NS. I purchased an adjustable bed and mattress. I received great service in-store but the delivery was horrible. When the delivery team of 3 showed up to my house they knocked on the door, they did not identify themselves, greet me, ask me if I am the person who purchased the items, nothing. They all came in with their dirty footwear on, walked right upstairs and into the bedroom where the bed was to be set up. I mentioned about the footwear (my floors are immaculate) and I was ignored and stared at. The adjustable bed was very heavy. It was dropped at the top of the stairs because the guy was out of breath. My house shook when he dropped it. Never said anything. While they were in my house they sounded like they were ransacking it, the cardboard and plastic was thrown to the bottom of the stairs from the top of the stairs, there were footprints all over my floors, there was a mess left in the bedroom on the floor which included wrappers from halls cough drops that were not mine, there was at least a dozen pieces of hardware left on the dresser which seemed to be too much, my front door entrance had a door stop which I found outside in the driveway because of dragging cardboard, plastic etc. outside instead of lifting it and carrying it out. I was asked for a signature and they didn't have a pen. When they left, they did not say thank you, good bye, enjoy your bed, nothing. They were supposed to show me how the bed worked and that it was in working condition but I was so upset that I just wanted them to leave. I called the store where I made my purchase and I was told that I would be getting a call from Customer Service which I still have not and that was a month ago. I did my part, they did not do theirs. I will never again buy anything from Sleep Country because of this.
Review by Pathb2 months ago
We recently purchased a new mattress and pillows at the Woodbrige location Sleep Country... my issue is with one particular salesman - his attitude basically was to try to make his sales quota by being very pushy and personally I found him borderline rude with his pitches. Not helpful at all when needing advice. We ended up with a wonderful mattress but the pillows were another story. They were way too expensive for what we got. I am comfortable with mine but my husband was having a soar back in the morning from his. He used his old pillow and it worked out well for him. So now we have this unused expensive pillow that we were told could not be return!
If you want serious help in choosing what is comfortable for situation - please DO NOT go to this location - hopefully the other locations have nicer employees. Oh and I forgot - there was a protective cover missing that day that I had to return to pick up 3 days later. When walking in to collect it - that same salesman was there and pretended he didn’t know me - how rude! Customer service is a must when purchasing anything be it $1 or several thousand $s.
So in all our purchase experience could have been a much more pleasant experience... not sure I’ll be going to that location ever...
Review by Djamshid3 months ago
The worst service I’ve ever experienced.
The people at the the store were nice but the delivery was awful . We ordered our mattress in December when it came the deliver guys would not install they kept adding these extra fees, we paid for them to remove the existing mattress. They took back the mattress. Then we had another delivery date set up and apparently they lost the mattress (ya right how does that even happen) so we had to wait another week until we got ours then to top it all off when the day came to deliver the new mattress and head board the mattress was fine but the headboard did not come with the pieces to attach to the mattress it’s been about 3weeks and the still haven’t resolved this problem!!! Customer service is not very helpful either what does it take to just send us a couple of bolts or just replace the whole headboard ! Really disappointed! Never will I recommend this company to anyone or will I buy from them again!
Review by Buzz Herman Wojton3 months ago
Do not buy a mattress from Sleep Country. It has been one of worst shopping experiences I have ever experienced. Purchased the Bloom mattress that we loved in the store. Got it home and it was lumpy and gave us a sore back. Went back to the store and the Bloom in the store was fine. Returned the Bloom for another mattress. Decided to save money and get a returned mattress. The mattress arrived and I lay on it on my back for 10 mins and I got a really bad headache. So I opened the windows and closed the doors. The smell permeated the room and it smelled moldy. Returned this for another brand new mattress. Was happy for the first 2 weeks or so and then the mattress developed soft spots that were uncomfortable for sleeping on. After many calls, being lied to bya manager I finally got them to agree to a refund once the third mattress was returned. Mattress was returned on Dec 16, 2019 and still no refund on Jan 2, 2020. I called on Jan 2, 2020 and asked to speak to a manager. I was told 1 -2 business days for a response. i waited 3 days still no call and so I called again on Jan 8, 20.20 as I still haven't received a refun in over 3 weeks. Also I am not getting a full refund. Very disappointed I have called customer service at least 6 times and probably spent over 4 hours trying to get this resolved. I just want a full refund and to move on from this absolutely horrible shopping experience. Thank you for listening
Review by ESmith3 months ago
Sleep Country Canada has zero customer service! My husband's bed has no visual defect, but he falls into a hole in the mattress while sleeping so I couldn't complete the warranty claim as there is nothing to physically see.
After many photos and submitting back and forth for my queen mattress, they decided that it is indeed defective, however I have to pay someone to professionally clean my defective mattress. Why would I pay someone $200 to clean my mattress that they are going to throw away because it's defective? This is STUPID! I will never recommend or purchase anything from Sleep Country Canada again. Such a rip off!
I could not be more disappointed with mattresses that are just over 2 years old.
Review by IceHedge Widzon3 months ago
Bought a mattress years ago from Sleep Country. Followed their warranty protocol, and put a measuring stick in the middle of the mattress and it had a 4.5 inch depression. There was absolutely no support. Customer service responded and told me it was not covered by warranty. Shopping for mattresses today at a competitors store, and they told me a technician should have come to examine the Sealy mattress. I would have paid the difference for an upgrade.
Review by Yinan3 months ago
I went to the sleep country store located on Steeles Avenue East in Toronto. From the moment we entered the store the representative was impressive. He greeted us and allowed us to shop around independently (which I really appreciated), before he provided us with more information. The CSR, Sarang, was well versed in the specifics of what each bed we asked about had, and rattled off the information effortlessly. This was impressive and made me feel reassured that I would make the best choice. Investing in a new mattress for me is a big deal and we spent a long time in store, but not once did Sarang give off the impression that he was annoyed with us. He was able to look after other customers while still giving us attention. It was such a surprise to encounter such a customer service rep. I hope he continues to make customers happy and his hard-work and attitude is recognized. Thank you again.
Review by Houdou3 months ago
Bought last September king size retractable bed similar to Tempur pedic with a quiet base and mechanism at Sleep Country branch in Autora. They delivered two units that make whirring noise. After a week , Sleep Country came back with replacement units with exactly the same noise. Each time the deliver men argue with us that the noises are normal. They finally came up with a unit that is quiet but the brackets that attach the head board was not the right model. After a few days after they came back with another wrong bracket!
Overall it took Sleep Country over a month to rectify the whole problem with “trial and error” approach. The branch manager while acknowledging the extremely disappointing experience we had, never offered any compensation to relieve us from the inconveniences we suffered ! Top Management should have performance audits of their stores . Very bad customer service ! Never again !
Review by AvWG Noran3 months ago
Horrible store - only one sales person was actually helping customers - the other two were sitting on a bed chatting with each other. The fellow who helped my son and I choose a mattress and adjustable frame sold us a mattress that was far too thick to actually bend when the frame moved. So, when the delivery guys came and set it up, they (1) didn't even test if it worked, and (2) set up the adjustable frame backwards so the remote control saying head moved the foot, and the foot portion moved the head. The mattress didn't bend at all, so when the frame was bent, the mattress stayed straight, as shown in the picture. The bed didn't bend even with both me and my son lying on it. What a piece of junk. The sales person should have known better. He was supposed to be the expert, not us. The improperly installed frame even broke because the motor was installed backwards. DON'T EVER BUY FROM THEM AGAIN.
Oh, and the pillow we bought has caused terrible cricks in my neck. The one in the store was significantly flatter than the one that was delivered (I guess it was worn out), and the one I have props up my neck at a weird angle and hurts terribly. It is the Dormeo dark pillow. Turns out Dormeo is sold exclusively through Sleep Country. And of course, once you open the package, you can't return the pillow. I wrote a review about the pillow on the Sleep Country website, giving it a 1 star review, and 2 days later the review was removed. So, don't believe the reviews they have on their website - they remove the negative ones. Just glad there is google so that I can share the truth about my experience there.
Stay away, is my recommendation.
UPDATE: The phone number Sleep Country gave in their reply, asking me to contact them, leads to a 3 question survey about Caribbean Cruises. Well done, Sleep Country!! I am guessing my cell phone will now get repeated calls from that spammer. Thanks.
Review by Dotetta Mntero3 months ago
i recently went into the sleep country store on 1195 west broadway in vancouver, and was assisted by Don Desautels, who was amazing and very helpful and patient in helping me find a mattress. He helped me book a time for it to be shipped to my new house. The night before it was so be shipped, i found out i could not move into my new place, and called customer service very early in the morning to let them know to put the delivery on hold. The lady on the phone was very nice. I called a week later to schedule the new delivery time. The man on the phone told me they would charge me $50 as i changed my delivery time the same day and they could have made a delivery during my allocated time - fair. i was happy to pay it for the inconvenience. He booked me in another delivery date and told me i would get a call between 8-10 am. i never received a call that day, so i called customer service who told me the delivery date was never inputted. I was extremely frustrated and i could not recall the name of the service rep who had said he had booked it for me. I finally got another time booked in, and the rep told me i would still have to pay the original $50 inconvenience charge. I thought this was ridiculous as they made a mistake on their part, no apology, and i had to rearrange plans and sleep on an air mattress for another night. Great in store service by Don, terrible terrible service for planning scheduled deliveries. I don't plan on purchasing from Sleep Country again after this ordeal.
Review by Castafiore Roddiger3 months ago
Absolutely would never buy anything from this store. Poor quality, no warranty.
Review by Marvelace3 months ago
If I could give sleep country 0 stars I would.
I have a 4 & 1/2 year old mattress that when lying on you drop down into a hole.
I've called customer service and been told "it conforms to your body". Being in a hole is not conforming to your body, it's a faulty mattress! Had a mattress inspector come out and told my husband he would recommend replacement but it was denied. They didn't even have the decency to call and tell me, I had to call them for the answer.
Still have the same mattress because sleep country doesn't stand by their products!
Not cool sleep country NOT COOL!
Review by KatherineDobie3 months ago
Horrible customer service . Mattress stitching came apart after less than 4 mos. I filled out the form completed the pictures .... because its 50$ plus tax to have them come look at the issue ( that is no fault of mine ) . And what to I get ? A request for another picture of the mattress which has nothing at all to do with the issue. It's like they hope if they make it more and more difficult you will go away. Well I wont and after this I will likely go elsewhere. This was the 3rd mattress I bought from them, customer since 2002 but 1st time I've dealt with customer service and I know understand all the bad reviews!!