Sleep Country Canada

Well this is my experience. Think again before you commit to buy from Sleep Country as my experience with their customer service is not very good so far. Given that these mattresses are covered 20 years of warranty, to deal with these people for the rest of the products life is unimaginable.

I have shortlisted Sears and Sleep Country as my finalists to buy a queen size mattress (after considering Brick – I have to buy a credit card from them to get the financing, Lowes / Walmart / Cosco – I did not like their selection).

I choose SC over Sears since sears only had 3 months financing without pay plus they did not have motion isolation feature in their mattress that I was comparing with. Most of all SC said they can deliver the mattress on the following day as they have some stock left. SC said if that is not they will deliver in 3 days – Free delivery. For Sears I had to buy from my Sears master card plus the price should be 500+ before tax to become eligible for free delivery. So I choose SC.

From SC I choose a package with City Financing (1 year to pay off with 21 CAD admin fee), plus their insurance called “Advantage+Mattress protection Plan” for which they would clean the mattress for any stains for 10 years and if not they would replace the mattress. (The warranty return has a 60CAD inspection fee, which is separate)

Since I did the price match over phone, the sales person (Arlene) wanted me to pay a 10% advance right at that time as to hold the mattress until I come and sign off all papers as she was not ready to wait for one more hour for my presence saying someone else would get the remaining stock and then they would not be able to deliver early as promised.

I returned to the store after about an hour and finished all the paperwork. Right after I have signed all papers sales person told me that they do not have a matching box spring. I was first surprised. Then I asked why? Well, according to her she has not checked the inventory properly on the earlier occasion when she was telling. She apologized. I have accepted apologies as I don't want to go all the way back to Sears now.

However, back of my mind I was felt like not treated fairly.

SC have won over the competitor just by providing misleading information. On the other hand I have already wasted good part of my day for getting this deal so I did not want to waste any more of my time, otherwise I would have cancelled the order right at that time and leave their store.

As per new time lines the order now takes five days to deliver, as box spring is coming from the factory as per sales person. They also said they would give me a 3 hour window and some one has to be at home to get the delivery. Since the new delivery is falling on a working day (middle of week), I have to take time off for that to happen. I asked if they can deliver it after 6 pm and sales told me that they would need to charge me extra 50CAD to do that. Ridiculous, I refused.

On the following day my phone rang. Its from SC. They wanted me to come to store and sing a new receipt as they have printed my name incorrectly. I remember four eyes checked and cross compared the receipt with my drivers license before I sign. I am not sure how they missed it. Anyway, I visit again and signed for the revised receipt.

After two days, SC sales person called me again. This time she wanted a photo copy of my two identities. I was not happy and now as I am disappointed with them as they wanted me to visit store again meaning I have to take time off to do that. In case if I choose not to do so then mattress delivery was said to be delayed as to financing being not approved. What I don't understand is why should I pay off from my time for their mistakes. This time there is not even an apology from sales person as to this is a requirement from City Financing due to my name was misspelled on the first occasion.

I would favour the situation if sales person from SC has not forgotten to take a photo copy of my identities and destroy them if they were not needed at the first instance I handed over to her for inspection. Unfortunately, it look like SC does not have good process in place than bugging their customer to pay with customers time and money for their own mistakes.

I will update this review through out the life of this product.

When you deal with SC be aware. My experience with them so far is not pleasing. I am just starting off a journey of 20 years :) if it last that long.

- 2017Jan21 update:

I gave up the mattress after 2 years. Its sagging. Never attempted bothering with warranty after reading bad experience of other customers. Bought a new mattress today - and I know its not going to be any different either.