Sleep Country Canada

November 11. Following an unfortunate, involuntary urinary incontinence episode while I was asleep I soaked my sheet which leaked through to my mattress protector and through to my mattress. I contacted the Sleep Country Canada store I bought the mattress and mattress protector from and was told it was guaranteed to be waterproof and was covered under warranty and it would be replaced and my mattress would be cleaned. I was then referred to the Customer Service Department and the warranty claim process commenced. At this time I was told my I had to submit photos to the Customer Service Department, which I did and was advised by the agent that I would be contacted in 2-3 business days. No such contact occured. I have called Customer Service 3 times and after being put on hold for 10 plus minutes, on each occasion I was told a manager was reviewing my claim but was unavailable and I would be contacted within a day. I'm still waiting! I am not impressed!

I am 70 and have a bent spine. I bought a temporpedic bed.. The remote failed. Because the bed was fully raised for reading I can't sleep on it and can't adjust it. I called sleep country and spoke to a person who took my info and said"someone will call you today". I stayed home all day. No one called. I called the next day after trying to sleep on my couch. I spoke to the service person. She said we have your information. When I tried to tell her my problem she hung up on me.

The bed is made by temporpedic. I called them. They tried to troubleshoot the remote. No luck. Good news she said, it's under warranty. A new one will come from the us in less than 10 business days. It's been three days, I am in serious pain.. Oh yeah, I just spent 2300$ on a new mattress at sleep country.

They have no interest at all in my problem. They have my money so no problem.

I needed a new bed and I wanted to get a base with built in storage because my room is so small and Sleep Country was advertising one with two drawers underneath but when I went in to buy it,it turned out that it was only available with one drawer and was very expensive at $489.00 which is far more than I would pay for a pressed sawdust base but I went for it because of the storage and the free delivery because I have bad COPD and am unable to carry heavy things up three flights of stairs to my room.The base and mattress and all the bedding I bought didn't show up until Nov.22 nd and when the base was delivered there was no drawer or hardware to attach the drawer,I phoned the store right away but it just went straight to voice mail so I walked back to the store and talked to a different salesman and he said there must have been a misunderstanding and I said no I bought one thing and you delivered another that's not a misunderstanding that is fraud and he said the manager would be in the next day so I went back again today and talked to yet another salesman that said yes the drawer and hardware were available but cost extra and I said yes that's why I paid so much for a cheap wood base I could build myself in one day in my buddies wood shop but not the drawer and hardware,and he was actually trying to sell them to me,this upset me so much I asked to speak to the manager again and he saud he may be in this weekend so I went home and phoned their customer support who hung up on me after I was on hold for 15 minutes.I have not opened the mattress or any of the bedding and I want to return all of it if they won't satisfy my complaint as I feel they have defrauded me with a bait and switch.I have already contacted the Visa Fraud department and the BBB and Trustpilot now you guys because I want to spread the word that Sleep Country practices bait and switch marketing.

My experience with SleepCountry post-purchase was horrible. We bought a mattress, mattress topper, protector, and two pillows. Over $2300 of product in the order.

They listed a Kingsdown pillow on their site as down and after one night with it, it became clear it was not down. I checked the box the next morning and it listed the fill as polyester! When I mentioned this to Mahelie Marsan in the chat box, she asked if it had been opened.

I said "Well yes, if I knew from how it felt that it was not down, then of course I opened it!" She told me then it's mine and they won't return or exchange it, full stop. She wouldn't even transfer to anyone else in the company and then abruptly ended the chat.

Dealing with SleepCountry is brutal!

Accidentally bought the wrong size mattress for my son (bought a twin size) before we converted his crib to a bed it ended up being a full size bed frame, not twin. My mistake. The conversion kit was bought years ago so I didn't think it'd be a full size. Called sleep country the same day we bought mattress but because it's a floor model we can't exchange for a full size. I wasn't told this before or after purchasing, it's just on the receipt. It's still wrapped in plastic and has never been slept on, and you can't help me out? Called customer service. The reps were friendly and understanding, but I had to call three times over a week before getting an answer. They said management decided it would cost 30% for an exchange and 65$ fee. I just can't afford it. I'm already in a lose-lose situation because a full size mattress is going to cost more than a twin, so I need to pay additional costs when I exchange, on top of 30% + $65 for a mattress still wrapped in plastic and never slept on and that I inquired to return in less than 24 hours, like really? I'd get it if I was just making a stink and wanting a refund but I'm not. Id love to keep this mattress the quality and brand is great, but I need a bigger size. And now I'm stuck with one that doesn't fit when I know they could help me out. I just don't have the money. If I did, I'd just do it at this point so my sons bed could be put together. I could do maybe 10%, but 30% PLUS 65$ fee? Thanks alot. I will not be doing business here anymore and I guess my son will have to sleep on a mattress on the floor.

I purchased a memory foam mattress pad, less than 2 weeks ago. I tried it out for 2 nights, and I don’t like it. I have since taken it off my bed, rerolled, best I could, and put it back in the box it came in. The manufacturer is Bloom. I called customer service on Friday, August 25, 2023 to ask about how to return and get a refund. I was told that they only take back items that are not used. How is a customer supposed to try the product without actually trying it? I was told that due to hygiene reasons, pillows, mattress pads, are non returnable or refunded. How can your company offer returns on mattresses that have been used? I paid over $350 for this mattress topper and I should have a right to return for a refund. The rep told me to sell it! This is not acceptable! This is my first time, and last time, buying from your company! Please resolve!

I went into sleep country in mission bc back in July to get a quote on a bed and frame for the ministry.3 weeks goes by I call about bed to sleep country they said the ministry didn't pay it .I call ministry they said yes it was paid .I call back SC they said they would send Jeanine a message .so it took about another week for Jeanine and ministry to figure out what went wrong with payment .then 2 days ago Jeanine calls me and says the beds paid for .and will be delivered to you between 9 and 9 on Sunday. Ok great .except it's now Sunday at 3.19 pm no call about bed yet so I call the sleep country store they said sorry beds not paid for yet ...I said are you kidding me how incompetent are you people .I'm really pissed off and if my bed ain't here tomorrow I'm going to picket the mission store fir a week because your company can not get their [censored] together ..

Never in my life have I come across such stupidity.

Signed .

PISSED OFF IN MISSION

Darlene mccrea [protected].

I bought 2 mattresses from My Disability Payment 2 mattresses At Sleep Country in November and December 2022 - one for my son and the same for myself. Few months after the purchase we had a big 4 inch sinkhole in the bottom layer - underneath the 4 inch pillow top. We both submitted a complaint to Sleep country June 5th, 2023 - my son's complaint was refused and Sleep Country is asking me for additional pictures that are impossible to take.

You have to get a broom and lay it across the bed, then get a tape measure and measure the dip - then, if you live alone, like me and my son, you have to try and hold the tape measure and take a photo of this. It should be over 1 and half inch dip when the pillow top layer is bouncing right back covering the sinkhole in the bottom layer of the mattresses

It sounds like a form of harassment or bullying because Sleep country is not willing to take back default mattresses and ask for impossible photos. We both are waking up in huge pain, and we bought a posturepedic for better sleep not worsening our pain. We have lower back, spine and hip problems

Sleep Country took our good mattresses but they were a little firm for our pain and problems.

We would like to have our money back and will never trust Sleep Country again.

If Sleep country will not resolve both issues soon we will contact CTV News, invite them to our houses to prove that we purchased default mattresses, also we'll submit this complaint to Consumer Protection BC as well as Complaint Board and I will also inform our MLA/ BC Premier David Eby's office to help us to solve this problem and let him know about Sleep country wrongdoing, as there are hundreds of the same complaints on BBB and other complaints websites as ours.

I just learned on TV that Sleep Country Canada is donating a hundred thousand dollars to the Mental Health Association - at the same time Sleep Country is hurting us mentally and physically by selling us default mattresses and not willing to take them back with a 10 years warranty a few months after the purchase. We can't sleep on those mattresses anymore. It's causing us sleepless nights with a huge pain.

Thank you

With respect Katka

Sleep Country refuses to honour their 10 years warranty. We purchased 2 mattresses in 2019 that are now (in 2023) defective in that they are sinking in the middle like a bathtub. Sleep Country charged us for an evaluator to come in. That person told us in person that she agrees, the two mattresses are defective. Sleep Country now claims the report for one mattress says the mattress is *not* defective - contrary to what the evaluator told us in person. The mattress is clearly deformed and it also causes back pain when sleeping on it. The report for the other mattress acknowledged that the mattress is defective but because there is a (tiny orange juice) stain on the mattress the warranty is void. When following up with Sleep Country's customer "services" representative Bronwyn she elaborated that the stain indicates that the mattress got damaged because it got wet. This is of course utter nonsense; the mattress did not get wet and a small spill of orange juice cannot cause such damage.

Not impressed with Primo service. We bought the bed from Sleep Country in Belleville Ontario March 04, 2022 It was delivered on March 13, 2022. One side of the twin split base stopped working in March of 2023. After checking what I could check, I called Sleep Country and explained the problem. They in turn referred me to Primo in Quebec. I called them on April 3, 2023 to report the problem. They said right away that it was probably the remote control as they have been having problems with them. We tried a few things over the phone to no avail. I was told they do not have the remote in stock and tey were on a ship from China and should be in by the end of April, and we would receive a new report by the end of the month. When I called them today May 2, 2023, they told me the same story, that they did not have any remotes, and they were on a ship from China and would be in by the end of the month (end of May) We bought this bed mainly because I have sleep apnea and up until mid-March it's been very helpful, however, I feel like I am getting lip service from Primo when they repeat the exact same story month after month.

I purchased a mattress and bed base at a Toronto Home show on February 5th 2023. There were a few issues with initial delivery but those were resolved. During the purchase the salesmen finalized the deal by promising to provide a free Sleep Country 'cool' pillow voucher after delivery. The friends accompanying me and heard this commitment. This never happened. I tried 3-4 times to contact the salesman by telephone given differing excuses of availability each time and was given his email which I tried another 4 times with no response.

I then contacted Sleep Country Customer service continually (6 times) over 4 weeks with continually promises to get back to me each time but never did. The last contact I was told the salesman would contact me to resolve the issue two weeks back, but again no one contacted me.

Seems like their salesmen at these shows will promise anything to get the sale and presumably commission and then disappear and customer service pleads "no knowledge". The only shortcoming was not getting this commitment written, but there are two other individuals who would attest to the commitment the salesman made.

Mattress is defective. The problem cannot be captured on pictures.

They insisted to bring a technician, who concluded that the mattress looks fine. ( like a car mechanic will say about that it look nice without checking engine)

My case started in Januay 2023 and was open until April 5th.

During my many contacts with the company it was stressed by its customer service that their role is to protect their suppliers.

So stay away from Sleep Country - they want only your money. They do not have any responsibility to clients

I purchased a bed from Sleep Country in Red Deer. First the bed was delayed for more than a week and then it was not comfortable. I contacted them to return, and they suggested we 'break it in' before we return. Unfortunately, this brought us past the return deadline according to them and we had to exchange, During the exchange process I was shown $15000 mattresses (which is unrealistic) then I was told about purchasing a good mattress at a discounted rate as it was one that was sent back for exchange. Upon receiving that mattress which has now led to my partner sleeping on the conch as his back hurts too much from the ($4000 which is still ridiculous) and now I am being told that they do not do refunds and that I have to pay to exchange it. I cannot afford this financially or physically. I am discussed by their rudeness and lack of customer service. I just want to return the mattress for a refund.

Bought an adjustable bed and mattress ($5500) from sleep country on lake st, st Catharine’s. Salesman was friendly and helpful at first but once he got my money that was the end of it. Bought it July 14/22 with delivery expected July 20 between 1-4. At 6:30 they arrived with the wrong bed and the wrong mattress. Called the salesman and new delivery date of July 23 was set up. They arrive with the bed and mattress but no headboard. Called salesman again. Hard to get him to come to the phone now. New delivery scheduled aug 2 (for what he said would only take 19 minutes). Today got a call saying headboard would be delivered aug 3 when I distinctly told him I was not available that day. Complained to head office. Nothing yet. Still unresolved. Don’t buy from these people.

I bought a mattress June 2021 ,had a rip in it.

Right away they returned my money.

April 2022 bought another mattress , this one I sank 1 "

Both hips ,knees and calfs are very sore , up every night with pain!

Put the mattress on it's side ,there is a big lump at the bottom.

I can not use this mattress, using my old one.( Not from sleep country )

Phoned multiple times , different person each time.

They will not refund my money , thay know it's a faulty mattress.