Sleep Country Canada

We bought a high end king sized mattress to be delivered to our second floor apartment in January. There is a bend at the top of the stairs, but as the mattress was flexible and made of foam/gel, delivery sould have been fine. However, as the mattress was coming from the London warehouse and we are in Guelph, the gel froze on the drive over and they couldn’t bend the mattress to get it in. They just shrugged and left, leaving it there in the hallway! What a terrible lack of foresight they had. It was like they don’t know their own product. I called the store and instead of taking care of it, I was told to call HQ. Once they have your money they don’t care about ya! Won’t buy from them again!

The worst purchase ever. We've purchased two king size mattresses, first 6 months ago, second a month ago, and both are having deep ocean waves, ALREADY?!!!!!!! Our previous mattress from IKEA (very cheap, purchased more than 4 years ago) is still fully functional without any deflection (not even a 1/16")... Now, instead of having a good quality sleep, SLEEP COUNTRY gives us nothing else but frustration, back pain, and anger! Whoever is considering Sleep Country for their next purchase, please, save your wallets and get a mattress somewhere else! It's NOT worth it!

I can't believe we paid that much money for something so terrible. The mattress's were purchased at Sleep Country in Belleville . They are two box springs and a topper king size. Even though we turn the mattress with each sheet change, it is and always has had more rolls up and down then the ocean waves. We had contacted head office and didn't even get an acknowledgment in reply. I do NOT recommend sleep country if wanting a decent mattress, as with this one we get more sleepless nights trying to roll over the humps, rather then getting a good night sleep.
As you can see in the picture provided

Purchased February 2017, a new mattress and box spring. Sales associate very courteous and helpful. Delivery, setup and removal of original mattress set was included. No issues with delivery as all went well. The issue is with the warranty and online reporting - no human contact. This fall, we noticed on the underside of the mattress near the seam a 24 cm rip parallel to the seam. we sent pictures as requested and Sleep Country responded back this was not a warranty issue, end of contact. Attempted many times and no reply. This past week, noticed another rip on the same side near the head board. This appears to have happened during the delivery when the delivery person used a sharp blade to open the plastic bag. Attempted to follow up again and as per pervious experience, no reply. Will shop elsewhere in future.

Went to Sleep Country in Mississauga, looking for a firm double mattress, nothing more. Made it very clear to the sales rep that's all I wanted. He decided to try experimenting with over 10 pillows to see if I was sleeping in a certain manner. I kept trying to tell him all I wanted was a mattress. That didn't work. Finally after getting very frustrated, he quoted me a price for a queen mattress and box spring. When I said (again in frustration), "Did you not hear anything I have said? I only wanted a double mattress, nothing more", he responded with "WHY ARE YOU CALLING ME OUT?" What is that?? Would never go back, for sure.

I can buy any mattress SCC sells elsewhere but I would never beat the service provided. The 2 sales rep's (David and Taj) were knowledgeable, courteous and very patient. My wife and I spent a lot of time with these guys before selecting and never once did we feel rushed or pressured to buy. After our purchase we went back to the store with a few questions and again AFTER the sale they took all the time in the world with us. These 2 guys are not salesmen. They are ambassador's for Sleep Country.

Do not let Sleep Country Canada commercials fool you like they did me and my family with the ‘we back our products and will be there to assist with an issues’. A mattress we purchased 4 1/2 years ago started to fall apart. We had followed all the recommend steps that the sales associate went over at the time of purchase, but it turned out that the mattress was clearly defective. We went thought the warranty process and were approved for a direct replacement as the product we deemed defective. We then went to the store as instructed and were then told the unfortunately after 4 1/2 years the mattress we purchased was discontinued and no longer available for the direct replacement. We were then advised if we wanted to get something of equal quality of what we initial purchased, we would now be looking to pay out of pocket as things had gone up in price. We were then told that we initial spent $700 and now we were looking at spending around $2000 for something equivalent to what we had (more than double what we paid). I then called Sleep Country Canada directly to try and see they could do as the store made it clear that it was out of their hands. We got nowhere with that, as I explained that we were upset because we were sold a defective produced and all we wanted was a replacement of equivalent quality to what we had. The customer service rep explained that they only would give us the dollar amount and nothing else as the same mattress was discontinued. I then asked if the mattress we had purchased was still available but now retailed for $1500 would I still be expected to pay the difference; she advise no they would just replace it. We paid more to purchase a mattress here because we thought it would be a worry-free purchase at the time. We were under the impression that they would sell us good quality items and anything that fell short of that would be taken care of and sadly we were wrong. Please keep this in mind if you decide to purchase anything with Sleep Country Canada!

Mattress is hard and did not soften after 60 days as promised by sales staff. Also, the first mattress delivered had stains on it. Returned it and second one had a hole in it. Very poor quality control. Customer service difficult to reach, been hung up on by automated system several times. Trying to arrange a refund but being given difficulty as they only want to exchange despite all the issues. Do not recommend. Buy from the Brick!

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.