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1.4 98 Reviews

Sleep Country Canada Complaints Summary

9 Resolved
89 Unresolved
Our verdict: If considering services from Sleep Country Canada with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Newest Sleep Country Canada reviews & complaints

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6:52 pm EST
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Sleep Country Canada 15% back gift card

Hello, I just purchased a mattress and a Lifestyle Adjustable bed frame from the Abbotsford BC Sleep Country store and was told I would receive 15% back in the form of a gift card. I need to fill out the application on line. However I cannot find the application anywhere. Can you help me with this?
My email is [protected]@gmail.com.
I will be very disappointed if this does not come through. My experience in the store and with the salesman were awesome. Please don't let this issue make a great experience become a disappointing one.

Thank you Wendy

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9:23 pm EST
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Sleep Country Canada warranty issues

My mattress has recently come apart. There's a black seam that holds the bottom of the mattress together and it is half way off (see attached pictures). I can no longer move my mattress because of this issue. I filed a warranty request since I have a 10 year warranty on the bed and it was immediately accepted. Then 2 days later, I got an email saying that it was denied.

I called Sleep Country to discuss the issue and they told me the mattress can't be replaced because it's "full of stains" (as quoted by the customer service representative). My mattress is not "full of stains", it has a bit of discoloration on certain areas but it's still in very good condition, it's clean and doesn't smell. It's only normal a mattress doesn't stay perfectly white after 4 years of having it.

How is it that when you buy a mattress they guarantee a free replacement (since I have a warranty) and then when the time comes I can't get a new one? The lady on the phone is telling me that I have to literally clean my mattress, with a fabric cleaner, for them to take it back and even at that she can't guarantee it'll go through. This whole thing feels like a scam.

As a business don't you want to satisfy your customers? If they think my mattress is so "unsanitary" why can't they put a sheet over it? I can even give them a sheet if they want. I'm basically stuck with a broken mattress that I can't even lift without it falling apart and 900$ down the drain for a warranty that's basically a fraud.

My house is absolutely clean and my mattress has always been kept and handled with care. I find it really disappointing that it's so hard to get a replacement when I paid for a warranty. This company is so unrealistic with their policies, it's obvious they don't want to give me a free mattress, they do anything to save on money and yet they leave their customers unsatisfied.

My warranty request number is : 184380
The name on file is Zachary Laporte.

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3:53 am EDT

Sleep Country Canada mattress

I have a bed with a 10 year warranty. I need to know what to do next. PLease tell me where to google on how to take a picture of a 3 to 4 inch dent in my mattress so I can send it to you for an exchange. I understand that I need to lay a broomstick or something on the bare mattress and put a measuring tape in the hole or bent springs. It is hurting my spine. Someone named Brian is going to phone in 4 to 6 weeks and I have paid 50$ plus tax. I would like to do this without him and faster than that. My mattress is only 2 years old, clean but the dent is hurting me. Please tell me where to send these pictures and what is required. I will save $1, 000 in doing so as I pick a new mattress. [protected]@hotmail.com eve adams 2 superior ave apt 12 toronto ontario m8v2m3 [protected]

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Update by eve adams
Oct 24, 2019 4:03 am EDT

I have written 2 complaints already and when it read submit it shows and empty square and tells me to write it again. No way. Have you recieved my 2 complaints? evemadams@hotmail.com evemadams@hotmail.com

Update by eve adams
Oct 24, 2019 3:59 am EDT

I have a 2 year old mattress with a 3 to4 in dent that is hurting my back. I understand that I can send pictures with a broomstick or a stick and a measuring tape of the size of the dent and get a number or something to exchange the mattress. I have paid $50 plus tax for someone to come out to see it in 4 to 6 weeks. I would like a refund for that and do it the picture way. I did not know it was a 10 year warranty. Please tell me where to google this information to you and what is required. Please respond as soon as possible as my spine is really starting to hurt. evemadams@hotmail.com eve adams 2 superior ave apt 12 toronto ontario m8v 2m3 [protected]

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Sleep Country Can
, US
Oct 28, 2019 1:12 pm EDT
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Hello, we would be happy to walk you through our online warranty process. Please reach out to our customer service department and anyone of our representatives will be happy to assist. [protected]

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2:51 pm EDT
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Sleep Country Canada mattress and platform

I have been to the store twice and numerous emails to the 'customer service' email but I'm either ignored or the emails received do not address the issues I've raised. I'm fed up now.

I have been suffering from stiff and sore hips and lower back pain, to the point I've had to go visit the chiropractor. I started investigating and found that the platform I have received is heaving in the middle so that the middle legs do not touch the ground. The mattress is designed to push up in the centre (so I've been told) which further compounds the issue. I have sent numerous photo's, video's, comparison in the shop and personal...

For the amount of money spent (March 2019), this is a totally unexpected and sorry state of affairs. Please please please...get someone to respond and address these issues. This is UNACCEPTABLE

Customer # 202A848880 - Uneven Platform is the subject line and customer number I was given over the phone. Latest bunch of photos and video included and sent 3 times so far. No response.

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11:33 am EDT

Sleep Country Canada I tried 4 mattress and none are soft enough for our liking

I purchased 4 different mattress now they say I can't have my money back I'm stuck with this mattress or I loose 1100 in trucking cost, the salesman was the one directing me to these mattresses that he choose, I just want a full refund I'm sick of smelling the fumes of these new bed and I'm sick of no sleep I'm done, please just refund for my inconveniences on your salesmen judgement .Carol Scott.

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9:04 am EDT

Sleep Country Canada charge for lowering bed frame

My complaint is that if the store had told me just how easy it was to adjust the height of the bed frame, I could have saved $56.50. This is a lot to me as I am on a fixed income.
I originally agreed to have the adjustable bed frame at full height but once it was put in place at my home, it was too high. I asked to have it lowered. A few days later, the fellows lowered the bed.
I puchased a new matress and adjustable bed frame. It was great they explained how the adjustable frame worked with the remote but there was no reference to how to adjust the bed frame.
I did tell the store and was told there was nothing they could do. There was not even an appology.

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8:17 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Sleep Country Canada - 15% promotional gift card

We purchased a bed from Sleep Country at Victoria Park Store #42 and were handed a GC for 15% off. sales Order #42B331742 I have been trying to get the form for a week or so to submit for my 15% back promotional gift card, as were told that we could get it off line after the bed & frame was delivered, we went on to the web site provided which is provided on...

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3:05 pm EDT
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Sleep Country Canada warranty

I bought sleep number bed, horrible, exchanged it horrid... This was back in 2008. They gave me my money back in 2012. The mattress has been sagging, losing air nightly for over 5 years and I called the store 5 years ago! I was told that even though they refunded me, I was still under warranty until 2022 and given a phone number for sleep number warranty in quebec. I have been calling the store and quebec monthly for the last 5 years! (I tossed it few weeks ago, then came on here looking for more information because after speaking to bbb was told that was given wrong information again!) I was told that so sad, too bad, your 10 year warranty is up! (remember, I started calling 5 years ago) when I call the store again to see what can be done, I am yelled at: "what do you expect, we gave you your money back?" um 1st I expect to be treated like a human being, 2nd you gave me the quebec phone number, and assured me each time I have called you since 2014 that my bed is still under their warranty! My original "service orders" numbers were: 36082 & 901463081. Customer #201207545. I am handicapped, on pwd (persons with disability in bc) and am tired of being abused because of it. And after reading other complaints here, I see I am not the only one that was lied to about warranty and length of warranty! I do not have the money to buy a new bed and have to go for therapy once a week to fix my aching body... Exasperated by the crappy bed!

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Update by SassaSandy
Jul 31, 2019 3:22 pm EDT

not really. as I posted in my complaint and told you, Sleep COUNTRY told me to contact Sleep NUMBER in Quebec, which I did for years and they told me too bad so sad...You mentioned that the original complaint should of been sent to them... ok, it was in the body of my letter, so I guess that's my bad? anyways, I am hoping that the complaints board can do me a favour and send this thread onto them? Thank -you!

Update by SassaSandy
Jul 30, 2019 3:18 pm EDT

well well well... phoned yesterday... no answer, left message, no call back. just called again...no answer, left another message, no call back.. am I surprised? um NO

Update by SassaSandy
Jul 28, 2019 3:11 pm EDT

* forgot to add that this crappy store is on Scott Road, Surrey BC!

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Sleep Country Can
, US
Jul 31, 2019 3:00 pm EDT
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Hello, Thank you for taking the time to speak with me today, and I do apologize I missed your call yesterday. I am glad that I was able to provide you with the details regarding your warranty provided and hope the info was helpful

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Sleep Country Can
, US
Jul 29, 2019 3:09 pm EDT
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Hello, We regret this has been your experience. We are see how this would be very frustrating for you. We would like the opportunity to look into your concern to see how we can assist. Please give us a call at [protected] ext 22290
Michelle

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4:04 am EDT

Sleep Country Canada refund

We had a bad experience here not once but twice. Our first experience we had bought a mattress from here. We had told the salesman that we did not want the extra warranty. He added the warranty onto our bill anyways. When we noticed it on our recipt the salesman that we were dealing with would not return our money. Our second experience just recently. We had bought 2 pillows from this same location. After getting them home we decided we wanted to return them. The next day we go into sleep country. We have the recipt and both boxes are unopened. The manger would not take them back. Dishonesty and taking advantage of people is not the way a business should be run.

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Sleep Country Can
, US
Jul 22, 2019 10:34 am EDT
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Hello, IF the accessories we unused-unopened we should have been able to return or exchange them if you came to us a day after receiving them. We are sorry on both accounts and would like to take a closer look and see what can be done to help you out. Please call us at [protected] ext: 22290 Michelle or 33292 Vasilis Thank you.

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10:27 am EDT

Sleep Country Canada mattress had a rip at the seam & box spring had bed bugs inside

Purchased a new set in the fall, come spring, we noticed bites on our arms which we disregarded for a few weeks. We then noticed a nest of eggs behind our bed coming from our box spring. We contacted our landlord to get fumigated and SleepCountry. They told us that it could not come from them because they go through special procedures yet we found out that the trucks that deliver the beds pick up from various areas, they do not come straight from the warehouse. We opened the box spring and we found 2 adult size bed bugs. We have not heard from Sleep Country in over 3 months to date. I WILL NEVER PURCHASE FROM THEM AGAIN AND I WILL TELL ALL MY FRIENDS AND FAMILY.

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Sleep Country Can
, US
Jul 16, 2019 4:56 pm EDT
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Hello Elena, we are sorry about this experience. It is true that we go through many different procedures to ensure that no cross-contamination takes place. Having not heard from us in over 3 months is not something that would pass as typical. We can definitely look into this further if you can call us at [protected] ext: 33292 or 22290. Thank you

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10:41 am EDT

Sleep Country Canada king mattress

Hi,

We bought the mattress about two years ago. The theard has come off the sides and you can see the foam under. Its an expensive mattress and shouldnt be ruined that quick. I am looking for a replacement.
I have attached the photos and would like to resslove this issue asap. Thanks.

Name: Afnan Es-sayyid and Rifath Farshad
Address: 84 Ritchie Ave
email: afnoo.[protected]@hotmail.com
phone #: [protected]

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Update by Afnan Es-sayyid
Jul 06, 2019 11:06 am EDT

please remove my comment due to personal info.

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Sleep Country Can
, US
Jul 09, 2019 3:53 pm EDT
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Hello Afnan,

Thank you for bringing this concern to attention. We see how this would be disappointing for you to experience.
However we do see that you have completed our online warranty process, and we have determine your mattress meets the manufacturer requirements for replacement. You should have received an email regarding the next steps on replacing your mattress. If you have not, please give our customer service department a call and we will be happy for further assist you [protected]

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1:56 pm EDT

Sleep Country Canada customer service regarding adjustable base. order number 139b121795

I purchased an double adjustable base may 12at Fairview mall store Toronto.
Midge was very pleasant and courteous. I bought a double base- no mattress as my own fit. I have always slept in a double bed with no problem whatsoever but for some reason my feet go beyond the base when I'm sleeping - partially upright because of sleep apnea. Needless to say not comfortable.
I visited the manager of the store yesterday May 30 after being told by customer service that only the manager of the store could authorize my getting a queen size to replace. He said he had to contact the regional manager and he would get back to me by Friday 31- he was told I was leaving the following afternoon for two weeks holiday. I have not received any message regarding my request. I also advised him I would come back from my holiday and after one week would be leaving Canada June 23 for 3 months - citing an urgency to my problem.
Last night I watched an ad by Sleep Country regarding adjustable bases and how they aim to make the customer really satisfied.

Also, upon installation on May 21 my bed was extremely shakey. I called customer service and the following week two men turned up my bed and found the legs were not screwed in. At least my bed is now firm . I have not had a comfortable nights sleep since I got the bed.

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Sleep Country Can
, US
Jun 05, 2019 9:37 am EDT
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Hello, we are sorry for the overall experience. We understand the time constraints and would like to look further into this. Please call us at [protected] ext: 33292 Vasili. We are looking forward, hearing from you.

Thank you

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11:42 pm EDT

Sleep Country Canada mattress.

About 2 years ago, my husband and I purchased a bed from sleep country in Prince George. After a few weeks of sleeping on this terrible bed, we called the local store to tell them we needed a new bed as this one was uncomfortable and the pillow top was sliding off. We were told that it would settle out and to call after 90 days if there was still a problem. We called after 90 days ( roughly 110) and were told the warranty is up on the bed. We called once more and asked to talk to head office and we were told that all complaints go through the local store. 2 years later, we are still sleeping on this terrible bed. Its lumpy, the pillow top is hanging off one side making it impossible to get any sleep. The sheets also continue to slide off as the bed is un even.

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Sleep Country Can
, US
May 24, 2019 3:43 pm EDT
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Hello Sherilyn, we are sorry for your experience. Based on your description the mattress might have an actual warrant able defect. If you can please call us at [protected] ext: 33292 Vasilis, so that we may look deeper into your situation. Thank you

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5:59 pm EDT

Sleep Country Canada delivery driver

I have complained but I have not heard back from anyone as of yet, info@harboursidepark.com is the e-mail, one of the drivers and I were at each other because the driver was not following the rules and by-laws plus the delivery driver broke the lobby lamp covers, he was also giving me attitude etc. We need to be compensated for the damages and time etc. I can be reached at [protected].

Kal

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Update by Khalid Arabi
May 09, 2019 6:00 pm EDT

I have not heard back from anyone, do I have to go to CTV and other media to get your attention?

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Sleep Country Can
, US
May 15, 2019 3:44 pm EDT
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Hello Kal, we replied back to your original post with this response:

Hello Kal, I would definitely like to take a closer look on this complaint based on the notes above and the photos. My name is Vasili and I'm the team leader here at customer service. My phone number is [protected] ext 33292. Please feel free to call me directly so we can discuss this further.

However I would like to ask you to please either take down the pictures showing the faces of the people in them or blur out their faces. Thank you

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2:54 pm EDT
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Sleep Country Canada delivered damaged mattress; dormeo 6800 queen mattress

I purchased Dormeo 6800 mattress and got delivered damaged product with big hole in it.
When I complaint to customer service that said it was demo model and can come with imperfections.
While making purchase they clarified demo model might have some dirt or stain which will go away in washing.
The mattress I got has big hole in it, so I cannot was away as it will get more damaged in my washer and dryer if I try to wash.
They are giving damaged product under the name of floor model with a huge chunk of money.
All sleep country can offer is patch or mattress protector as they do not have cover available in their inventory. Mattress protector doesn't help with that.
They are not willing to refund my money.

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1:27 pm EDT

Sleep Country Canada service of the delivery person

Date: Tues March 19/19 two delivery drivers showed up at 555 Jervis Street, Vancouver, BC V6E 4N1 to deliver a mattress to a client in the building:

Incident:
1. Parked the truck in a fire lane - see photos - against our by-laws and city by-laws
2. Dragging the mattress on the tiles - see photos - against our by-laws
3. Mattress was put against the light in the lobby causing the casing of the light to break (crack) see photos - against our by-laws to block the way for residents
4. Mattress was blocking the elevator buttons for others to use - see photos - against our by-laws
5. Arguing with me because I asked him to move the mattress - see photos - what kind of customer service is that? he is arguing with me and he is the one not following the building rules and by-laws?
6. In my face and laughing at me because I told him that they must follow the rules of the building - see photos
7. He said tow the truck away if I am parked in the fire lane
8. Kept telling me that I have bad breath and need to get some gum to chew etc.
9. Took the mattress out and put it inside the truck
9. After the client showed up he did not want to deliver the mattress because he said I told him he can not deliver the mattress which is a lie, he left with the mattress on his own discussion.
10. He did not apologize but Sleep Country's client apologized

The other drive did not do anything and did was asked but the other I am guessing from the Philippines was in my face and give me attitude - see photos, when he was outside still arguing with me in front of the Sleep Country client, the driver grabbed his private parts and told me to suck on this etc., in front of the client of Sleep Country and my staff. Not very professional.

Solutions:
1. I don't want him back in the building again
2. Sleep Country to pay for the broken light case which is $149.00 plus taxes, these light covers are specially made and ordered for our buildings only.
3. scratches of the lobby panel $150.00 to repair because we have to paint the whole panel etc.
4. My time for staying overtime at work, I am off work at 3:00 p.m. my rate is $28.86 per hour with overtime is $43.29 per hour to stay onsite trying to resolve and put up with the driver attitude etc. plus my time today to write the complaint $28.86 per hour.
Total of the above is $342.29 plus taxes = $415.69

I will be going to CTV News (they love these type of stories) and the media (Facebook, news papers, Instagram etc., and showing them how Sleep Country Employees don't respect and follow the building, I have videos, photos and witness as evidence that will be posted soon.

My name is Kal and my contact is [protected].

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Neutrino
, US
Mar 22, 2019 11:48 am EDT

I am not apart of either party.. just saw this on my buddy's phone at at the bottom of the page.. first complaining guy grow a pair... mattress was covered... second police wouldn't even care if you stop temporarily to unload a mattress in a fire lane and i'm dam sure your site manager doesn't either... 3rd and most important and is the whole reason I wrote this, bringing up the race of someone in this context suggests a racist under tone.. not to bright.. now your comment mean 90% less.. microphone dropped... p.s. i'm italian british if you want to verbally jab me.

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Sleep Country Can
, US
Mar 22, 2019 10:55 am EDT
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Hello Kal, I would definitely like to take a closer look on this complaint based on the notes above and the photos. My name is Vasili and I'm the team leader here at customer service. My phone number is [protected] ext 33292. Please feel free to call me directly so we can discuss this further.

However I would like to ask you to please either take down the pictures showing the faces of the people in them or blur out their faces. Thank you

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2:24 pm EST

Sleep Country Canada temperapeaudic mattress

Lorraine & Jean-Paul Allard
1572 Haig Blvd
Mississauga ON
L5E 2N3
[protected]
Regarding our Denied Request #1537535
August 25, 2018

Dear Christine Magee,

Why buy a mattress anywhere else? Well...No don't stand behind your products, pretend you care about customer satisfaction and your return policy is a facade.
We are writing to tell you how disappointed we are with your warranty program. We spared No expense buying your temperapeadic mattress several years ago as we had confidence that you get what you pay for and that we were investing in something We could trust that You would stand behind, as your marketing indicates.
Now it feels like we are lying on a old deflated marshmallow and feel ourselves always rolling towards the centre of the mattress and are waking up with sore backs.
Your warranty program is designed to hinder people who are Unsatisfied from getting retribution. Quite honestly, if the mattress stood up to what you promised, we'd prefer to leave 'Well enough Alone', as this is quite a troublesome inconvenient process to fulfill all the 'ruler measuring, photo taking and uploading' that you require to make a warranty claim. After jumping through all your hoops and doing what you required, we are then told our case is not accepted. Disappointed though we were, we tried living with it and simply cannot. We we are telling you that this kind of treatment is SO unacceptable.
I own a busy Massage Therapy practice and constantly have patients whose sore backs and Necks cause them to ask me where they can find a comfortable pillow or mattress. I will not be able to recommend Sleep Country after our disappointing experience. This is truly poor PR for your company. Not only are we very Unsatisfied customers but I honestly can't help but share our own regret for buying an expensive mattress from a reputable company only to be thoroughly disappointed when problems did come up.

Sincerely, Mr & Mrs Allard

Sent from my iPad

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Mme M. Leroux Juillet
, CA
Apr 03, 2019 7:12 pm EDT
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J ai acheté le matelat grandeur double le 05 Juillet 2018 c est le ICOMF TEMPACTIVE 1 TROP FERME LE 10 juillet 2018 changé pour le 11 et cette année en fevrier 19 je suit allé au magasin Dormez Vous pour dire à Michael D' Ortenzi que c était pas un semi ferme car je suit allé vérifié le semi ferme lui ok mais celui qu il m ont changé l an dernier supposé semi ferme non pas du tout très dur ma colonne est fini depuis 2012 et je fait de ostéoporose en plus des bursites aux hanches j ai beaucoup de difficulté à me levé car il y a une bosse ds le milieu alors je passe mes nuits à me réveillée à toutes les nuits je passe mon temps à essayé de dormir dans ma lazy boy c est pas vraiment une bonne place pour vraiment bien dormir.J ai beau tél au magasin mais non aucun résultat pour savoir quand l inspecteur passera il a contacté sa collègue elle m a tél j ai encore tout raconté elle me reponds je suit pas au courant sa vas prendre de 4 à 6 semaines pour inspecteur j ai dit non ça fait déjà 1mois que j attends hors de question que j attendrevplus car moi je déménage en avril et mon menages vas être entreposé car je ne peut pas avoir mon logement avant 30 juin 19. J ai tél encore Michael D Ortenzi et il voulait que moi je tél au # que j avait déjà tél c est juste un répondeur et il ne retourne pas l appelle c est ta job tél à ta collegue car moi je vait prendre d autre demarche c est la PETITE CRÉANCE pour me faire remboursé au complet au montant de ce que j ai payé $3, 145.62 .Si vs ne faites rien d ici le 05 2019 lundi le 08 avril 2019 je vait allé faire ma plainte avec toutes les factures que j ai et CROYEZ MOI je n aime pas me faire marché sur les pieds.Bonjour

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Sleep Country Can
, US
Apr 04, 2019 9:51 am EDT
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Bonjour Mme Leroux,
Merci d'avoir pris le temps de nous contacter concernant votre expérience au Dormez-Vous? Les commentaires de clients précieux aident notre entreprise à se développer de manière positive. Si vous pouvais appelé nous au [protected] ext: 32292 pour parle avec notre chef d'équipe du service a la clientele. Merci

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Sleep Country Can
, US
Feb 11, 2019 9:09 am EST
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Hello Mr & Mrs Allard,

We are very sorry that our online inspection has found your mattress not defective. Our inspections are standardized to look at the product in question based on the warranty parameters set up by the manufacturer. From what we see the inspection was done this past August and therefore we would be more than happy to perform a new inspection. You can call us at [protected] and we can offer you another online inspection or perhaps try our in-home inspection as well.

Thank you

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11:22 pm EST
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Sleep Country Canada refund and very rude treatment

Open Letter (complaint) to SleepCountry Canada

I am writing this, as I had no choice left.
A couple months ago, we bought a new queen mattress at Red Deer store, as we are SleepCountry Canada loyal customers for more than 15 years.
The sale person was very helpful, and professional, his name is Curtis (or Kurtis, I apologize, forgot spelling).
My 15 old daughter have a sensory disorder and hip and back problem, so I was hoping to get her a right mattress.
After a 2 months, she could not sleep, as mattress was too firm.
We went back to the store and Kurtis was again. more than nice and accommodating to exchange the bed, my daughter picked one she liked and off we went.
delivery was scheduled for today, Tuesday, November 20.
Kurtis told me somebody from SleepCountry will call us between 8 and 9 in the morning, to give us a frame time for delivery.
As a lung cancer survivor, and 6 months after my lung surgery I don't sleep as well, and I am on medical cannabis during a night, to maintain some sleep, I usually turn my phone off.
But because of that delivery, my phone was on, and I was on alert.
I fell asleep around 5 am, and the phone rang around 8:9, and as soon as I picked it up, it just cut me off. Caller ID says SleepCountry Canada.
So I am laying in my bed, waiting for that call to come, but nothing happened.
I decided to call back, called 20-30 times, to finally go through, and left a message to a customer service manager, Jessica or something like that, in Edmonton.
Then I called warehouse, the same number, just pushed different button, just to get a message no-one is available.
So I waited 10:00 for Red Deer store to open, and called them
When a man answered a phone, I was very polite, but not happy, telling him what has happened and asking if somebody will call me to confirm a frame time for delivery.
He was rude, saying literally; "We don't deliver on Wednesday"?, and I corrected him saying it is Tuesday, today ?
He took my number and somebody called me in a 20 m minutes saying delivery will be between 12:00 and 3:00 today
Around 12:00, delivery guys came with a new bed.
I sat on it and it was very weird feeling, a bit harder than we tried at store, and very squeaky, but I said nothing to my daughter, when she came back from school.
She sat and laid on it, and she was like; what is this? So she noticed squeak and hardness.
I called a store again, and I told a man on the phone about this experience, saying that with all due respect, I would like to get refund and to return a bed, so we can go and get a proper bed for my daughter.
He literally said this: "We can not refund you in the store, you have to call our Customer Service", giving me a 1 800 number; "And they will approve and refund you"!
I told him that I paid with my debit card, 900 dollars for that bed, and why customer service would refund me, instead of the store I paid in for it? Now he became very rude, saying it is our policy we CAN NOT issue refund in our store?!
He then gave me 1800 number of your customer service ; and now it really is becoming very interesting part of the whole event and my experience with your employers.
I called that number right away, and a lady by name Dianna answered, and she was very surprised when I told her what I was told, saying that is wrong and not true
She said, she will talk to a Manager, she took my number and said Manager will call me ASAP.
It was around 1:47 pm, and after that, I went back to the store to see what is going on, and why they would tell me wrong information about refund
The man who sold us bed at the first place, Kurtis, was working, so I talked to him.
he was apologetic, and seemed sincere
But when I told him about the reason why I requested refund, that I think bed is old, as it was squeaky and weird felt, . he said this:'Oh it is a new bed, I can reassure you, if it squeak, it's because it is poorly made"?!
I was shocked? No comments here for his statement.
Then I asked him to WHOM I talked before and who was a man giving me false information about this refund, he pointed at one man, saying he is new here
I asked to talk to that man face to face, to ask HIM why would he say that about refund, and he lost it, becoming very defensive, rude (to mention, I did not raise my voice, I just wanted to know WHY I was told I can't be refunded at store?
Then Kurtis said the policy is you get refunded after the bed is returned, and after Manager approve it . Then the other man said this to me, in a very defensive, rude tone: "Yes I told you you can't get refund here" and when I asked him why he didn't tell me the whole information, that refund will be issued after the bed is returned and transaction approved by Manager, he gave me a very ugly smirk; saying"Well, use common sense:?!
He was lucky I did not flip there and then!
I guess I was too shocked and surprised that sale person would even think of saying something like that to a customer?
I just said; "Well, I am a customer, it is NOT my job to KNOW how you do things here, it is your job to tell, me, I can not guess it, right?" Or maybe I can not use common sense, etc.. etc..
I asked Kurtis for this man name, and while I was walking out, he literally shouted at me his name (which I don't remember as I was so upset and humiliated, he said "I will spell it for you"!
I went home in shock, called again your customer service telling all as it happened, at 3:50, and to be honest, I am still in state of shock.
I went to the Brick, bought another bed for my daughter, using my credit card as my budget couldn't afford using cash, until we are refunded.
Just to mention; 10 years ago, we spent 7000 dollars on our first king size bed, at that store, then 3 years ago, we bought another 2 beds at the same store, and I was even telling Kurtis how we need a new bed for me and my husband, and how we will come back to buy it there.
Well, not any more, not ever again, even if I have to pay 500 dollars more to another Company, SleepCountry lost my trust, your company lost my business and in my eyes, your Company lost credibility about your Mission and your Vision you declare so highly about treatment of your customer
I would like to stress once more: During this whole very unpleasant ordeal, I have never raised my voice or insult ANYBODY, that where my shock is even greater.

I feel betrayed as a customer, lied to, mocked and humiliated by ONE of your staff; if you think he is a great addition to your business, who am I to say different
But I know one thing; because of that ONE person and the treatment I got, which by all means I have never provoked or deserved, I am NEVER again shopping at any of your stores.
I am walking away hurt, and disrespected not only as a customer but as a human being as well
I just hope to get my refund as soon as possible
The bed has not been used at all, it is wrapped up and sitting in my room to be picked up as soon as possible.
I honestly hope other people who are reading this, will think TWICE before they hand their hard earned money or trust to this Company

J Z
Red Deer

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Sleep Country Can
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Dec 10, 2018 4:18 pm EST
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Hello, we sorry to hear about your experience and we would like to take a closer look into your account and follow up with you directly. If possible please call us at [protected] ext 33292

Thank you

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9:58 pm EDT
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Sleep Country Canada still no refund 3 months after returning merchandise

I purchased a Queen Tempurpedic Cloud Mattress and a Mattress Protector from the Calgary Rocky Ridge location on April 28, 2018. Sales person was Curtis Gilbertson. He was very pursuasive and talked me into purchasing a mattress that I'm unable to use as I now wake up with a sore back every day as the mattress is way too hard for me and not like the one I tried in the store. Because this was a demo model, I was not able to return the mattress. I did, however, return the unused/unopened mattress protector ($178.49) on June 7 as it turned out that I still had a protector from a previous mattress. When returning the protector, I was told that it could not be credited back to my debit card, but that Sleep Country would have to issue a cheque instead. I thought that was very strange and tried to get a better explanation, but was told by Curtis that this was how returns needed to be handled. I insisted on a written confirmation that I did in fact return the merchandise and was still owed $178.49 and he gave me a Completed Return printout (#73A041393). When I went back to the store this week - now 3 months later! - I wanted to know where my refund was. I also stated to Curtis my frustration with the mattress, that I was not able to use it at all and that I felt fooled into this purchase. He told me that I just need to break the mattress in a bit longer. He also said that if I called him a lier (I said I felt fooled but did not call him a lier), that he wouldn't do anything for me. I'm disappointed in Sleep Country and frustrated that I was talked into purchasing a mattress that is completely unfit for my needs.

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Sep 18, 2018 3:34 pm EDT
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Hello, we are sorry for this experience. Would you be able to call us at [protected] ext 33292 in order to look into this further? Thank you

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8:32 am EDT
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Sleep Country Canada sleep country canada / mattress not delivered at committed time, spoiled my whole saturday waiting

Hello

Bought a Seally Optimum Guilford mattress from Sleep County Argentia Road outlet. The sales person confirmed the delivery date August 18, which is 10 days after my purchase. Received call from very rude delivery coordinator Time fixed for Delivery on August 18 was between 1-4 PM, The person who called was very unprofessional and rude and was not ready to listen. He hook up the phone on me and not bothered to listen to what I was being communicating to him.

I called back the same number but was connected to customer care and tried to confirm the appointment schedule around 10 AM. The CC Executive confirmed me that she has spoken with delivery team and they have confirmed my appointment is confirmed and delivery person will call before coming.

No delivery was done till 3 PM, again called CC and they confirmed that delivery is scheduled and they will come before 4 PM.

Called up again at 4 PM both the store and CC, both confirmed that they are running little late and delivery will happen. CC confirmed that they are sending email to delivery team and will call me back. No call back.

Called up again 5.30 same answer,
Called up at 5.45 again to CC Julien confirmed that delivery team is mentioning that they customer has cancelled the booking and now delivery will done after August 27.

Very poor customer service, no value for customer time. They wasted my 7 hrs sitting locked in my house.

Your CC guys are saying from past three days somebody will contact you from our office, no body bothered to call.

I can be reached out at [protected]@gmail.com

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Update by Satpalbhatia
Aug 20, 2018 11:20 am EDT

Hello Tyler
reach out at satpalbhatia@gmail.com

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Contact Sleep Country Canada customer service

Phone number

+1 (888) 753-3788

Website

sleepcountry.ca

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