Sleep Country Canada
reviews and complaints

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.

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!

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].

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.

DON'T BUY FROM SLEEP COUNTRY EVER EVER AGAIN. Don't waste your time; get it from Amazon or anywhere else.

Their ordering system is trash, and their internal communication is garbage.

Initially placed an order but didn't receive the shipment confirmation. Reached out to them and was told the order didn't go through, and I didn't receive any notification. Asked them to cancel the order for me because I don't need it anymore, and a week later they still shipped the products to me. Now I am stuck with a mattress, comforter set, and two pillows that I need to return. On top of that, they also charged me twice on my credit cards. How ridiculous is that? I don't get how the company keeps on running with this trash ordering system and communication.

DON'T BUY FROM THEM!

I am having a hard time believing this complaint will do any good at all, but here goes: In September 2017 we bought 2 beds, the kind with the remote to make the beds go up and down and separately raise the feet as well. One bed has been fine. The other has been nothing but trouble! Three times it has stopped working, and each time it has taken longer and longer to fix. Now we are waiting since February. Then first break was in January 2019, and it was fixed at the end of February 2019. For the long wait I was given a $100 gift certificate. The second time it broke down March 2, 2021 and was not fixed until May 17, 2021. I was told by the guy who fixed the bed to be gentle with the company because COVID was causing all the problems. I did not ask for a gift certificate because I felt sorry for Sleep Country! Imagine my stupidity! I believed the technician! Now the same bed broke February 14, 2022. Reference # 7155864 with Zucora, the warrenty company, which has sent me about 15 emails ALL SAYING THE EXACT SAME THING! Ay one point Marilyn Vicar (I think that is her last name) promised us a new bed. Weeks later she tells us, sorry, Zucora won't let SC give us a new bed. Unbelievable!

So, we are waiting for our bed to be fixed, going on 5 months. I did get another $100 gift certificate, and I spent it on new sheets. But of course I had to spend over $100 of my own money to get two sets. Now, Marilyn will not return my phone calls, and I am always polite. I tape all my calls so I can prove how polite I've been

Sleep Country Does Not care about people's safety. This is what I had receives from their customer service, after my father fell from the, faulty, bad design, overpriced Bed one and my mother fell twice, mattress just slips off the base, potentially cause very bad injury. This is what I had received from their customer service.

"It sounds to me as though that the non-skid used on the mattress is not gripping and much as you like to the non-skid used on the base.

Unfortunately we do not make the product, we cannot control this and because it is two different manufacture (base vs mattress) you would use different materials for your product.

What you can do that we have seen is:

Purchase grip shelf liners and put in between the mattress and base, these are inexpensive and can be purchased at Dollar store or Walmart.

Place a large strip of Velcro in the center of the mattress on the underside, this will keep the mattress in place when base is moving (center does not)

Strap the mattress to base at head or foot (hospitals do this because is cheaper)"

This is what I got from them, they do not take any responsibility of their product but surely they will take thousands of dollars from you. *Alert* Do not waste your money and then your energy on Sleep Country!

Very disappointed customer.