Sleep Country Canada Overview
Sleep Country Canada has a 1.8-star rating, derived from feedback provided by 117 customers. In the Bed and Bath category, it secures the 15th position out of 195 companies.
Rating
Contact Information
Website
www.sleepcountry.ca
Phone
(888) 753-3788
140 Wendell Avenue Unit 1, North York, Ontario, M9N 3R2, Canada
Sleep Country Canada Reviews
Muriel
Frustrated
Our remote is not working. I have followed all the steps in the manual and still it is not working. I was advised by the store to contact Customer service, which I did twice. We both suffer from back problems and now we can't adjust the mattress. HELP!
Linda
To acknowledge exceptional service
My husband and I wandered into the Sleep Country store in Collingwood, Ontario. We were approached by a salesperson named Morgan Perabo. Little did we know that we were about to receive possibly the best retail sales service that we have ever experienced. Morgan was knowledgeable, professional, honest and patient throughout. We could not make up our minds and we were never pressured nor did he try to talk us into purchasing anything. After returning to the store several times we finally put through an order that we are very happy with. We probably would not have bought our new mattress if it was not for Morgans exceptional service! I highly recommend purchasing from Sleep Country through Morgan in collingwood!
Evlyn
Several issues with the headboard resulting in over a month of delays and poor customer service in resolving the issue.
We recently purchased two adjustable beds and a headboard from Sleep Country. We had to wait several weeks for the headboard and when it finally arrived the legs on the headboard were attached incorrectly (2 right hand legs) making it impossible to attach to the bed. Another installation was scheduled and a week later when the installers arrived, they opened the box with the new legs and found the same problem. Obviously not much quality control at the warehouse. When I tried to contact someone about the issue I was told there was no Manager at the Collingwood store and someone from customer service would call. They didnt. I again contacted our sales person and finally got a call. I was told the legs were unavailable (?) and a new headboard could not be delivered and installed for another week. When I said that was unsatisfactory- our bedroom had now been torn apart for over a month- and asked to speak to a Supervisor, I was told they were not in the phone system! While the sales staff I worked with at the local store were lovely, no one in this company seems to take responsibility for the quality-or lack of- of their product. I am still waiting for this to be resolved.
Anonim
Issues with mattress retainer of newly purchased bedn
Had a conversation with one of your agents who promised to contact the manufacturer of the adjustable bed, and the issues Im having with it. Still waiting for their EMail
Tina
Would not replace mattress for top of mattress falling apart with the stuffing coming out. Was told by sleep county that warranty does not cover that. I have never seen that happen to mattress .
Mattress is sagging and ripping. Took pics and told me not covered by warranty. Bought two years ago at sleep county in Brampton. Told me normal wear and tear. I never ever seen a mattress tear all over in spots with stuffing coming out. Not my first mattress. Run for your life dont buy at any sleep county location. Read the reviews and run. Warranty are garbage and dont offer it if not going to cover it. They tell you this to get the sale. Bought two pillows that were suppose to last five year and lasted 3 months. Garbage
Greg
Horrible service
Updated by user Nov 03, 2022
They didn't resolve anything and didn't seem concerned about a customer. I hope everyone knows what a horrible business it is and very disrespectful. Word travels fast about bad service and I will make it known
Original review Oct 03, 2022
Went to pay for our new bed at Gordon road location in regina, put my debit card in and the lady said it timed out, one more time and the same. She says happens all the time. Take cash out and then find out it came out of my account. Go back sat and he says it will be reversed, didn't happen. He said he would be in on sun and go back to get money back and he was gone. So paid twice for a mattress and have to fight to get money back. Absolutely horrible store and the worst service ever. I warn people to stay away from there
Ardyth
Poor quality mattress, horrible customer service
Purchased a new mattress in March 2022 for our guest room. Mattress did not get any use until my parents came to visit in August. Within 2 weeks of use m, mattress is sagging, squeaking and uncomfortable to sleep on. My parents now have body aches from this terrible product. Called customer service and submitted photos, was asked twice to submit additional photos which was done. Called to follow up on request for yet more photos including of a box spring after being told we dont use one. Customer service agent hung up on my after major attitude. I would NEVER buy from Sleep country again - expensive defective items and rude customer service agents. I do NOT want a replacement - I want my money back and this junk mattress gone !
Shaday
Horrible Customer Service
I bought a top-of-the-line mattress and box spring set in 2018. Within a short time, the mattress began sagging which made it next to impossible to sleep on. Because of COVID I wasn't able to work to resolve this issue until recently. Customer Service is now saying that unless the sagging area is 1.5 inches or more, they will not honour the 10 year warranty. I've sent them multiple photos that show the sagging, the measurement, and the sides that are lumpy and elevated. Now, they're sending out an "inspector" who will surely not verify the problems. I will NEVER buy from Sleep Country again. BUYER BEWARE !R
Jensen
Worst Experience
Worst customer service experience I have ever had, coupled with unknowledgable staff that were primed and ready to undermine their colleagues at the first opportunity. The mattress we purchased was not working out for us (Bloom Cloud 2.0 - the firmest one), as it wouldn't soften, and when I went to talk about an exchange, I was either only shown $7000 mattresses, or told that I was given incorrect information about my mattress (supposedly not the most firm of the Bloom line). Workers at this location were impersonal, rude, and talk about their clients negatively behind their backs when they think they can't be heard. I highly recommend not spending your money here.
Anonim
Disgruntled with return policy
Bought a Bloom mattress topper for $350cad +taxes horrific product and they do not do returns/refunds on mattress toppers I highly recommend people use IKEA as they accept returns and have a wide variety of mattress toppers I will never shop at Sleep Country again
Anonim
Mattress
Sleep country does not stand by the product they sell, so after months of dealing with the warranty department of Serta... I gave up got rid of mine and purchased two from a company that guarantees their product at the store of purchase for the full ten years.
Jasvir
Bad experience with sleep country
Sales Invoice Number: 253D513330*A Date of Purchase: Friday, May 28, 2021 Type of Product: Mattress Manufacturer: PURPLE INNOVATION, LLC Size: King Model: PURPLE HYB PREMIER 3 MAT-KG Complaint: Body Impressions Description: Hello sir/madam We are very upset with this mattress because it is sagging and we cant sleep properly. Every morning we wake up with body aches so now even we are scared to sleep on this mattress. Please help us to replace this mattress.Measurement is more than 1 inch. We are really upset to hear this like you guys are not covering . when you sell your items your behaviour is very good but if your customer have any issue with your products you dont cover and your attitude is totally different .This is not fair Im not asking you to return your mattress I want to exchange with other one because it is sagging and creating problem We are trusting on you more than 15 years but now I am really disappointed. Hopefully you will help us.
Greg
Fraudulent sales practices and poor customer service
Updated by user Feb 06, 2022
I am stuck with a $1700 mattress that I cannot use. My options are to take a hit for $600 or exchange for a different mattress that I still will not be able to use. They would not even accept an exchange for the floor model that did not smell when I bought the mattress.
Original review Feb 06, 2022
Dont buy from Sleep Country! They will tell you anything to make a sale but once they have your money they have no concern for customer service or satisfaction. I have a sensitivity to the smell of foam and purchased a $1500 mattress that did not smell in the showroom. The salesperson did warn that a new mattress would smell but it would go in a week. I was assured that if any issues I could return the mattress with their 100 day guarantee. The mattress smell when delivered was so strong it made me ill. I was told that no refund was possible only an exchange. When I contacted the salesperson at the Stoney Creek store I bought the mattress from, he offered to exchange the mattress for another from the warehouse and if there was still an issue to give me a refund. However a few days later when the exchanged mattress smelled and made me ill, the salesperson told me he could not give me a refund as it was not his call to make. He emailed head office and their response was a 30% restocking fee (about $600). Several further discussions with the store was fruitless and I was told the salesperson made a mistake. Seems that with this company the customer pays for their mistakes. I would never buy from them again.
Anonim
Online Purchase
Unfortunately, Sleep Country Canada engages in false advertising. The 100 night comfort guarantee is knowingly not being delivered to more than 1/2 of the Province of NS and I suspect large sections of rural Canada in general . The company simply don't have service in place. They manage to ship compact boxed or rolled mattresses and bed frames from their large warehouse anywhere a courier will go, but if there is any issue after that, forget it. No disclaimer online to indicate fees charged if you live outside their "service area" for the comfort guarantee. They are bald face about it. Their warranty is another issue altogether. If you have a defect in a product you purchase from Sleep Country you can expect to be turned over to an online platform where you will have to answer questions and upload detailed photos with specific instructions on what each photo must contain. Expect to be told your photos are not sufficient and they need to be redone. Its all designed to confuse and wear the customer down so they give up. In particular, if your mattress sags, gets body impressions and generally is not standing up to basic wear after a short period of time the sag must be greater than 1.5 inches to even qualify as a defect. This means 1.6 inches. This is especially important when considering any boxed or rolled mattress purchase. Expect them to sag and leave body impressions that can be seen even when the bed is made. A standing sag in the mattress is one thing but the variance in compression when laying on the mattress is far greater than the standing sag. Sleep Country is charging a lot for boxed & rolled mattress products. They can only do this once to a customer because they won't come back. Knowing that the guarantee is a hoax unless you live in a metropolitan area, don't pay Sleep Country prices for these products or believe that Sleep Country products are any better than what's available in general. If a 1.5 inch sag in any mattress after 6 weeks is acceptable that tells you all you need to know.
Dan
Terrible is timer service from customer support center
Purchased a mattress from them 3 Years ago, one coil separated and left a deformation. The Grande Prairie Store looked and said it should be covered under warranty, but I had to submit a claim through their costumer service portal. I did that and a few days later received an email saying warranty was denied with no reasoning. They would not respond so I went back to the store and they reached out. Through all this the company claims it is not warrantable and refuses to respond to me. Worst customer service ever. The Grande Prairie, Alberta store said this was wrong, so they took it upon themselves to provide me with a replacement mattress as they felt it should be covered. Very impressed the store and their staff. So the corporate company gets 1 star and would not recommend, but the Grande Prairie, Alberta store gets a 5 star rating because of their excellent
David
Ghastly ordeal
I don't even know where to begin. We are divorcing Sleep Country after a beautiful relationship starting in 1997. Bought my first real bed form them. Delivery was fast, clean and professional....plus why buy a mattress anywhere else?? I got married. In 2004 we upgraded from queen to King. Perfect experience. It needed replacing under warranty.... no problem! again again, warranty replacement a few years into the next one but still within the 10 year non-prorated warranty period..... no problem! Perfect experiences. There may be cheaper but we were convinced there was no better place to buy a mattress. So we went back in July to buy a new King. 15 minutes in our local store and $4000 later, we had a new King, a new platform, 16" instead of 13" legs (as both my wife and I have issues with height and mobility), a new cover and a really cool Purple pillow. 10 days later the delivery..... Here's where things sour. The sub-sub-contractors who came to the house came without our 16" legs and in the process of getting the third King that SC delivered to the same bedroom since 2004, did ~ $2000 worth of damage to the walls and art getting the mattress put in place. They shrugged. One used my washroom but didn't wash his hands after. They called the third party truck owner who told me not to call SC but tell him the cost of the damage and he will send me a check. He didn't give me his last name but I was supposed to think he's going to send me $2000. The sub-sub-contracted drivers then tell me I NEED to sign a sheet that says I affirm there is no damage to my house or property. I would not. They left. I call customer service. "Don't worry sir, this is Sleep Country you are dealing with. We will take care of everything and you will be compensated for even the extra time." Ok.....followed by "There is nothing we can do today. You order is still in manifest and we can't see it." call back tomorrow. To which I responded: "But you took our adequate height bed and left us a low bed. Can you not get the longer legs while we figure the rest out?" No. They couldn't because the order was in manifest. So I go back to the store. Maybe they had some display legs? No. To get the order correct and get our 16 inch legs took two weeks and three shipments of 6 legs per box even through we needed two sets of 5. The store and seemingly two divisions of customer service were responsible for each sending us 6 legs to replace ten. Did they not know that it takes two five-leg planforms to make a king platform? Even worse was that no one knew anyone else was trying to resolve this so three parties each sent us six legs to replace ten thinking they were resolving the problem. One was set of six was even delivered by truck which left those two sub-sub-contractors scratching their heads and they just left us six loose legs and a low bed. If you are saying this is unbelievable that Sleep Country could be so inept.... image how we felt. I called customer service again and again and again to get this problem resolved. At one point, I even asked, "After 10 days of having a low bed, which is hard for us, do you think this is good customer service?" The response: "Yes. It is. Sir, we are doing the best we can."....click. So 18 legs in three shipments later, we have our 16" bed. I went back to the nice guys in the store who said Customer Service was out of their hands but they did know that "...the customer service agents were working under a lot of pressure these days." ......And this is my problem? Now is just the matter of resolving the damage to the art and walls. After two weeks of supervisors not available, can't open my emails, someone on vacation, somebody finally gets back to me from the department that handles property damage. It was irreplaceable wrought-iron and glass mirror piece knocked off the wall damaging picture frames and drywall as it fell was irreparably destroyed after 17 years on the wall. The picture frames were runners-up picture from a national photography competition and gifted to us by the artist, framed and matted. One frame was damaged, one was destroyed. Five or six holes in the drywall from that, scuffs in the paint and a dent in the drywall from the platform later, the job was done and they sub-subs left my bedroom looking like a disaster hit it. I took pics of everything of course. So my contact at the property damage team gets back to me after her supervisor got back to her (two weeks later and after sending in all the pictures..... twice as the first set was apparently retrieved/unopened/or something similar I was told). To cover the damage, they were going to offer us $800. ...... $800 is less than half the damage done? I can see I am getting nowhere with this so I just want this nightmare to end.... I suggest $800 and they send a contractor to fix the walls. They counter with $600 and a contractor...... I agree because I just want this to end already. 2 weeks pass and nothing. Then I email again and the contractor calls. They schedule a time and came over. They fixed the walls and the pain in the same day and did a pretty good job. Where's my refund so we can close the book and never speak the words Sleep Country again? I call. I write. I write again. A week and a half later I get a call at 8:40 pm. "Sorry sir, the rep taking care of your case no longer works here. She left for school. We'll issue your refund and request it be expedited. Sorry for calling so late." a little more than a week later and after a follow-up call, the $600 refund appeared on my credit card. So to recap, for the privilege of buying a mattress from Sleep Country and giving them $4000, my home was damaged, irreplaceable art was broken, my home was soiled during the pandemic by a mover who didn't wash his hands after urinating in my powder-room, a shady buy from Brampton wanted me to take his money not to tell Sleep Country, staying home for two delivery dates that were both botched AND they Sleep country was good enough to cover less than half the cost of the damage done..... all this after going to Sleep Country for a fast and convenient ordeal - 11 weeks later, it was over. What happened to Sleep Country that it took such a nose dive? Where is Canada's favorite 'OMG, I wish she was my Aunt' Christine Magee, the face of mattress sales for the country???? Why buy a mattress anywhere else? All this writing above is exactly why we will ONLY buy a mattress anywhere else from now on. Sorry if you read this Christine Magee but things are not good in your house right now. Best of luck to you.