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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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11:08 am EST

Sleep Country Canada tempur pedic mattress has mold underneath

We purchased two twin TempurPedic Contour at the same time, from the same store and they have been side by side on the same bed, in the same bedroom for the last 4 years. Last week, we discovered that one of the mattress has mold growing underneath the mattress. After much research online, we discovered that it is a regular occurrence for people who place their mattress on a hard surface (which is not considered inappropriate according to the manufacturer). The consensus among reviewer and industry people is that the way the mattress is manufactured, it lacks the appropriate venting to ensure it does not happen no matter what type of set up and/or bedding you put on it. So we called the customer service about the warranty. They denied it was a manufacturing issue and it had to be the moisture in the room. We said it was impossible because the same TWO mattresses had been side by side under the same conditions since day one. The customer service representative basically said, that we were out of luck and that it was not covered under the warranty. This is complete BS. I want a replacement mattress or my money back.

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8:17 pm EST
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Sleep Country Canada we left in frustration

My wife and I went to buy a new mattress set. I said lets go to Sleep Country. They are the Sleep experts. My wife wanted to check out the brick. I went with it because as the commercial says they will beet anyone's ad. We spent about 30 to 45 minutes with the guy at the brick. He took the time to find out needs, what concerns my wife had, and showed us the mattress that would best suit us. We thanked him for his time and said we wanted to get a second opinion. We crossed the road to Sleep Country. Once in, a salesladie introduced her self and told us to try any mattress we saw. If it felt good, that's the one we should buy. REALLY? Is that what they taught you at Sleep Contry school ? I told the lady some of the concernes and issues my wife has, one being she likes to sleep on her side, but If she does, and there is too much pressure, she won't be able to get up or move. To that she told us to try a mattress and stay on her side for 15 or 20 minutes, if that causes pain, don't buy that one. I said what did you not understand about she won't be able to walk ? Realizing what we were NOT getting from this store, we left in frustration and went right back to the Brick. I understand why he wasn't concerned about us checking out the competition ( there is none). I've tried twice now to let Sleep Country know what they have working for them. I would like to think not all of thier "Sleep Experts" are like this one, but now reading the reviews, maybe they are. 😒

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9:37 pm EDT
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Sleep Country Canada warranty on a mattress validation # [protected]

Approximately five years ago, my mother bought a bed and mattress from Sleep Country, approximate cost $3, 000.00 + (it is the type of bed that can be raised and lowered). We had asked at the time of purchase if we could have the mattress treated to help prevent stains, apparently this is a service that Sleep Country does not offer and has not for some time. I am almost certain she paid for the treatment (I am trying to find the original invoice, the company is not able to provide me with a copy), the mattress came unglued within a year and needed to be replaced. The replacement was a different type of mattress, more memory foam, less comfort, as the original one was no longer available. We told them she did not like the replacement but we were told "it was an upgrade and she had to keep it". However, when we contacted them this time about the mattress, the warranty department said they had replaced that mattress with a new one. If they did the mattress went to someone else because my mother never received it. The current mattress (the replacement) has come apart, the entire side of the bed has come unstitched, large staples keep falling of the floor and she steps on them when she gets in/out of bed. We followed the instructions of the warranty department, took several pictures and submitted them on-line so they did not have to come out and look at it, this process is suppose to be quicker than them coming out to check . After a couple of weeks of back and forth emails, we were told that they would definitely be replacing the mattress. We took my mom, who is 91 years old to two different stores, the first one the salesman went straight to upgraded mattress that would cost her approximately $500.00 more that the warranty covered. When we went to the store on Upper Wentworth in Hamilton, the salesman was great, showed her which ones she could choose from, helped to arrange the delivery as quickly as he could since she was not sleeping well on her defective mattress. The delivery was scheduled for a Sunday morning sometime between 9 am and noon. We were told we would receive a call prior to the delivery which we did not. The driver showed up at around 9 am. Went to her room (she lives in a retirement home in Ancaster) looked at the mattress, told her he was not replacing it because she had caused the damage herself and there was a small stain on it. I can't image accusing anyone especially a 91 year old women of damaging a mattress by undoing the stitching herself and pulling out the staples. Picture this - 91 years old, under five foot tall, hooked up to an oxygen tank to breath, getting ready to go to church, excited about finally getting a mattress she can sleep on and having some stranger come to her home and basically tell her she lied, caused the damage herself, and that there is no way she is getting a new mattress. I have since tried to contact both the warranty department, which didn't have any details at that time but did provide me with the phone number for the delivery department [protected]) but it's been two weeks and they have not yet returned my call. We are heading out tomorrow to buy a new mattress, NOT from Sleep Country so she can at least get a good night sleep. I don't know Christine Magee, you put yourself out there in your commercials but when it comes down to it, how good are your warranty promises. When I mentioned that I was going to contact you I actually had someone say, Christine Magee isn't a real person, just someone who does the commercials. Prove them wrong Christine. I would be more than happy to put a positive comment on there as well is there is one. If you are interested in contacting me regarding this matter I will give you the validation # I was provided for the warranty #[protected]

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6:46 pm EDT

Sleep Country Canada broken and collapsed box spring

We purchased a box spring at sleep country Canada just shy of 1 year ago. we recently submitted a claim du to the wood structure let go and then the box spring fell apart, literally "bent out of shape". We recently submitted our claim to Sleep Country AKA Dormez Vous. We were to the failure wasn't warrantable du to abuse. The manufacture estimated the bent rods shows signs of "abuse"! The wood framing holds up the rods, so when the wood frame let go, the rods bent "common sense", if the wood frame lets go, what do they think will occur after to the metal rods?

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Debud61
, CA
Oct 19, 2015 6:52 pm EDT
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A copy of the reply from our claim to sleep country, received October 19th, 2015

Dear Sir/Madame

This email notification is to inform you that the submitted on line warranty claim has been assessed by the Customer Service Warranty department and the product was found to have no warranty defect.

Please refer to the manufacturer’s warranty card for details on the products warrantable issues.

If you would like to contact us regarding this assessment, please refer to your invoice for our local customer service telephone number.

Thank you very much for using our Priority One warranty service.

Sincerely,

Customer Service

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12:34 am EDT
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Sleep Country Canada delivery system

Hello everyone. First, I want to introduce about my self.
I come from Korea 2 month before and I don't know well about English and I may don't write well.
Please understand me. In fact, I am writing in here because I hope to know about Canada.
First, I will talk about the differences between Korean and Canada.
Korean delivery system is usually very fast than another countries. So I also understand each countries.
But Today, I was so upset and I will talk about this.
On August 23 saturday, I went to sleep country. Actually, I planned to buy second-hand bed.
But I couldn't buy this because, many cases couldn't be possible the delivery system. I also didn't have a car because I am a poor foreign student.(Sleep country salesman said that this company has free delivery system So I decided to buy in this place)
So I went to sleep country and I said that I will buy double size bed. Interestingly, when I am buying products, I always must include tax. This is also different than Korea. But I understand this because I respect Canadian culture.
Anyway I bought a bed on August 23 saturday. I said that, can you delivery this bed today? Sleep country said, It's impossible.

So I selected delivery time at . agust 30 saturday. Sleep country said that I can't delivery this today. Actually, I couln't understood well 100% because, when I am listening by phone, I am more hard to understand English and my listening ability is also poor. They just said that I will call you sunday and we should select delivery time again.
I was very sad because I could't receive the bed. I really wanted to receive at august 30.
Sadly, Today I went to Sleep country and I wanted to reschedule. They said that you should pay 56 dollars more because,
You didn't keep the promise!. Actually, I was so angry this time. I said that I always stayed in the apartment for 24hours. Actually, Sleepcountry breaked this promise first. So salesman said that Yes, you don't have extra delivery fee.
I don't need to pay extra fee. But even now, I am so upset.

Anyway, my situation is this situation.
First, I want to know about this meanings

1.DEL CONFIRM INCOMPLETE LFT MSG
Brand: MISC DLM
D 1 $0.00 $0.00

2.CONFIRMED DELIVERY
Brand: SLE CFD
D 1 $0.00 $0.00

3.APARTMENT, CALL TO BUZZREDEL
REMOVED, NOT CUST FAULT

What is the meaning of Buzzredel, Cust, lft, msg, and del?

I want to know about this word.
Also is sleep country expensive than other bed companies?
Please give me some advice when I am buying a bed and I will also want to buy a table after 1 week
which place is cheap? I am living near the Renfrew station Vancouver.

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6:14 pm EDT
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Sleep Country Canada expensive sagging mattress

We complained about Sears mattresses before but Sleep Country Canada has them beat hands down! Definitely the worst mattress store around!
We purchased an expensive mattress from Sleep Country Canada and soon it started to sag where we slept, we waited awhile hoping it would get better but it got worst. We told Sleep Country about it and they said unless it was sagging at least 1.5 inches there is nothing the manufacturer will do about it.
The concerns we have is that neither the company, the store or the sales man told us that this mattress was going to sag before we purchased it or we would never have purchase it from them! Now they tell us we would have seen it IN THE MANUAL AFTER WE PURCHASED THE MATTRESS! We told them we had sagging problems with Sears mattresses and they LIED TO US AT SLEEP COUNTRY and said their mattresses don't sag!
We did not buy this piece of c*** off of the manufacturer as we bought it off of Sleep Country and that is who should be looking after us and they are not!
We are now being forced to sue them for our money back and we just want everyone else to know what you are in for if you purchase a mattress from Sleep Country Canada!

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2:18 pm EDT
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Sleep Country Canada terrible customer service

Today I got a finally conclusion from sleep country and been told that option was not negotiable, take it or get nothing!
About four weeks ago, I purchased three mattresses and three covers from sleep country, they delivered me two wrong mattresses, actually cheaper one. I didn't noticed that when they came, because my baby was crying and they didn't let me to check the products at all. Two days later, I went back to the store because I found my back pain, they told me they made mistake to deliver me two wrong mattress, after two weeks waiting, they came to exchange but they only exchanged one, they said the other one has stain, I told them that I only slept two nights, and I have cover on it, plus there is no package when the driver bring the mattress into my suit, how did you know that stain is from us? I went to the sale person, they asked me to go customer service, customer service let me wait for another week, and said they can't take the mattress back because that mattress been sitting my house over three weeks, and they just give me two options, one is give me &80 credit, the other one is I have to pay almost same money to buy a new one! Look at how sleep country treat their customer! I was so mad about their attitude! They just wasted all my time, energy and mood! They never try to help you at all! They keep trying to give you hard time, and they don't care if you or your friend will go back to their store! I hope someone can teach me to how fight with them to get what I deserved back!

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1:48 pm EST
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Sleep Country Canada warranty/ product quality

I phoned sleep country to tell them I that the seam had come undone on my mattress which had caused a large opening in the fabric and my mattress was exposed. I asked them if they could repair it. They told me that they would replace the mattress and I should start a warranty claim. I won't waste your time with the steps this entails, trust me it was arduous and most of it unnecessary (required a broom, measuring tape and photos) of the entire mattress. I had indicated that there were a few marks and stains on the mattress. They told me to have it cleaned. I did. It was cleaned and disinfected. The cleaning (admittedly was not a great job) caused water marks all over the surface of the mattress. It was disinfected but now had marks. I spoke with customer service and they approved my warranty. They told me to go to a store to complete the order. I did. They set a date and told me they would call in the morning with a 3 hour window, meaning that i had to arrange to be home all day. They arrived, looked at the mattress and wouldn't take it because it had water markings on it. They have now, after an hour on the phone with them, voided my warranty. Hours and hours and i still have a big rip in my very expensive mattress.

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2:09 pm EST
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Sleep Country Canada warranty

Don't ever buy from Sleep Country. They find any excuse to not have to replace the mattress if it sags or becomes so uncomfortable that an Advil is required to sleep on it. We have purchase 4 beds from them and the first 3 were fine, two were for my sons. This mattress was replaced once and it was replaced after only 1 year and the replacement only lasted 1 1/2 years before it sagged 1.5 inches and almost 2 on the other side. There excuse is that the manufacturer warranty is void because of stains. There are 2 sweat stains where the head is, it is not as if there are blood, urine, etc. on this mattress. How the heck can sweat stains void a warranty. I had to call them back to find out their excuse they did not even have the courtesy to call me. The stains break down the foam of the bed so they say. How on earth does something at the head of a bed cause the middle to sag. Excuses, excuses. I asked that a supervisor for the inspector who came out come to see the bed, oh no, the supervisor is in B.C. so that is another excuse as to why you can't get someone else to check the bed, they don't even leave in Alberta. Don't ever buy from them or a Serta, both are worhtless.

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EdMay
, US
Mar 28, 2017 6:30 pm EDT
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We are on our second pillow top and it is no longer comfortable to sleep on. You can't measure 1 1/2 inches of sag. It is high in the middle and is broken down on the sides. The warranty is a joke. We just thru $900 away. They could have least sent an inspector to my house and see what I'm complaining about. I would think they could send out one of the salesman from the local store. There is a store within 3 miles. I have tried to get them to do something three times now with no luck. Will be buying some place else.

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11:03 am EDT
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Sleep Country Canada worst warranty policy

Went to SleepCountry Markham -Hwy7- to buy a queen mattress and some pillows. The SA Zaver Moti told us we had to buy the heavy duty bed frame, we said we had one already. He said in order for the mattess warranty to be honored we need to buy their bed frame because they know about mattresses and they have the best. Okey we went ahead. They delivered, the guys opened the box for the bed steel frame and did not fit inside our bed wood frame. We came back to the store saying the frame they made us buy did not fit. They said too bad cause once the package is opened there are no returns. If it is a pillow or a mattress I understand is personal use, but a bed frame that Zaver pushed us to buy! So they kept the $160.00, the customer service was very rude (not like the first time we came and went put with mattress, pillows, mattress cover, pillows cover... We said we have always bought our beddding needss with them and they are a huge company that can deal with returns and at least a store credit.. nope. Zaver was even singing a tune when we were talking to him! I felt like just slapping his face. End of the story, we will never ever buy from any Sleeping country.

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7:08 pm EDT

Sleep Country Canada bad service

Let me please start from the beginning...

I was married in April 2010.

My husband and I wanted to purchase a new bed together.

Because I have some health issues, we wanted to get a king-size bed that would be good for both of us. My husband moves around a lot while he's sleeping, whereas I generally lay quite still during my sleep.

One evening (Sept 4, 2010) we walked into the Sleep Country Canada store located in Vernon BC and specifically asked about "the bowling ball bed".

The salesman was quite eager to show us several beds, however he kept taking us back to one bed in particular; Passions Desire.

He was very convincing that this bed would definitely be the right bed for us, especially considering the circumstances we described about our sleep patterns and my health concerns. I trusted that he knew what he was talking about... after all, Sleep Country are the "Sleep Experts"!

He reassured us that not only would we be purchasing the best bed for us, but along with the latex pillows he talked us into buying, we would sleep like babies.

He specifically told me that the pillow and this bed would actually help my neck, back and shoulder problems!

It didn't take long to discover that he was WRONG! Very Wrong!

Trying to sleep on that bed made my condition worse to the point where I hadn't been able to get any sleep on our new bed for over a month. I was very discouraged.

We also had not been able to use the expensive pillows he had talked us into buying.

They smelled bad, even after airing them for 3 1/2 weeks and they were too hard and uncomfortable to lay our heads on. They actually gave me a headache.

Upon returning to the store (Oct 17, 2010), we discovered that the salesman had been fired.

We explained all the troubles we were having with the bed we had purchased. The saleslady that we were now dealing with said we had definitely bought the wrong bed. (No kidding!) She apologized and reassured us she would get us into the right bed!

We explained that our main complaint about this first bed was that it was too soft, the indentation was too great and put far too much pressure on my shoulders, causing me a great deal of pain. It felt like I was sleeping in a deep hole and it was very difficult for me to even get up from laying down.

We spent quite a bit of time talking with her. We once again inquired about the "bowling ball bed" or something comparable. We explained our different sleep patterns and I told her about all my health issues, including the fact that I have 2 upcoming surgeries and I really needed a bed that I would not only be able to sleep on, but a bed I could feel comfortable on during my recovery time after surgery.

I also emphasized that I could NOT have a bed that made me feel like I was sleeping in a hole!

How amazing it was for me to discover that this saleslady shared one of the same health issues as me! Wow! She must really understand my desperate need for a good night's sleep on the right bed!

She showed us a few different beds but kept coming back to one in particular; Kingsdown Duet II Daltrey. She went on about how the coil system would be perfect for my sore shoulders because the coils were softer in the shoulder area, but firmer for the support for the rest of my body.

I specifically, and repeatedly told her I could NOT have a bed that made me feel like I was sleeping in a hole! She reassured me that this was the same bed she had at home and she never had any problems with it.

Unfortunately that was exactly what I wanted to hear. In my desperation for sleep, I allowed common sense to slip away! Again I found myself trusting the salesperson to honestly direct us to the right bed for us.

After getting the new bed set up, I was anxious to try it. Night after night, week after week, I was still unable to sleep. Instead of trusting my instinct that this was again not the right bed, I talked myself into thinking that maybe the pain I was feeling was still due to the pain and damage the first bed had brought on. I kept hoping that because "the saleslady" had said it was the right bed, then maybe it would get better!

By late December I'd had enough. My husband and I drove back to Vernon to speak with them about the bed. The other salesperson that was working told us "the saleslady" was unavailable because she was on holidays, but we could come back in a week or so to discuss it with "the saleslady".

Unfortunately my health took a turn for the worse and we were unable to get back to the store again until much later. I don't remember exactly when it was, but once again we were told that "the saleslady" was again unavailable because she was on holidays. Hmm.. this was getting frustrating, and nobody seemed to want to deal with us since we were now "her" customers.

The indentation in the Kingsdown bed was so bad that I had been folding up a blanket to help fill in the hole, just to try to sleep. How ridiculous! By the time March rolled around I had gotten used to sleeping in the guest room on my 6 year old queen size bed from Sears.

I was so frustrated with the Kingsdown Daltrey due to the pain it caused me and the fact I was sleeping in the other room and not with my husband! I couldn't take it anymore! There must be something that can be done, with or without "that saleslady"!

My husband and I once again drove to Vernon on April 14 or 15, 2010 and asked to speak with "the saleslady". Guess what? You've got to be kidding! She's not avaiable again, but if we would come back on the weekend. This was almost unbelieveable!

We said no, we needed this issue dealt with! The saleman gave us "the saleslady's" business card that he had printed the Sleep Country Customer Service telephone # on.

I phoned their Customer Service and left a message for them to call me back as soon as possible. I spoke to someone on April 16, 2010. We would have an inspector come to our home on April 20th. Great!

The inspector came, did his checks, measured things etc... but because I hadn't actually been sleeping on the bed, the indentation wasn't showing as much. He said there was nothing wrong with the bed as far as he could tell. It was within the acceptable guidelines. I told him it wasn't acceptable to have to put a blanket underneath me just to fill in the hole I had been sleeping in.

I tried explaining that the bed was causing my health to deteriorate. He said he's just the inspector and has his guidelines to follow. He rotated the mattress, said not to worry, just sleep on the bed so he could see and measure the indentation when it got real bad again. That's what he needed to see... And besides, there's a 10 year warranty! I immediately told him I would NOT be sleeping on a bed like this for the next ten years, it would make me completely crippled! He had me sign the report and left.

I did try to go back to sleeping on the Kingsdown Daltrey, but once again, it's caused me more pain than I can bear at this point in time. I have seen my specialist and he agrees that I am not doing myself any favours by sleeping on a bed that causes me so much pain and causes my condition to deteriorate.

So, now that I've been dealing with Sleep Country's wonderful customer service for nearly a month without getting anywhere, I am writing this in the hopes that I might be able to save someone else from a similar experience.

I am extremely disappointed in Sleep Country (obviously), and at this point I am totally frustrated with Kingsdown. I'm not saying that there isn't a good Kingsdown mattress out there, but Sleep Country took a lot of money from us (twice) for a bed (x2) that was supposed to be the perfect fit and it's turned into an absolute nightmare!

I feel sad that after spending the kind of money we did, for what was supposed to be a wonderful bed for getting a restful sleep, all we've ended up with is disappointment, pain and a whole lot less money in the bank!

Sleep Experts? I don't think so!

Customer Service? Nope!

Why buy a mattress anywhere else? Because ANYWHERE else would be better than Sleep Country!

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Michael Richmond
, US
Mar 21, 2016 11:18 am EDT

@ Canadian Rose, I agree! I live in Eugene, Oregon and went to Sleep country (now known as sleep train) and bought a california king mattress. I told them I wanted something firm and wouldn't give way to where I would SINK down. We looked at a few beds and they brought me to one of their TOP OF THE LINE beds. It was really comfy laying on and felt really good (had a pillow top cushion). I asked about the springs and said I wanted springs that won't give way to my weight (240 ibs). I was reassured that this was the right bed, etc etc and that the warranty I would get with it is great. That I could get the bed replaced if anything happens or if there is the "HOLE"... Then with the 10 year warranty, I thought... good deal. Low and behold within a couple months... It was sagging where I was laying, so I switched sides with my wife and of course it did it again. Frusterated, I called up the company and they were going to charge me $45 to come out and check out the bed. I asked them, why if it was under warranty. Then... I asked them what they would check for the warranty once they came... They didn't tell me and said the people that would come out would know what do check for. I went online and looked and they measure the bed by using something similar to a yard stick and if there is more than a 3" gap from the top of the mattress to the yardstick... then the bed would be replaced. I MEAN COME ON... 3" GAP! So you can have up to 3" ripples in the bed and it's acceptable. Horrible! I will NEVER buy from them again and will just tell people to stay away!

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blindman
Edmonton, CA
Jun 01, 2011 7:15 pm EDT
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I agree and the warranty as well as the special extended warranty are a joke...

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3:43 pm EST
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Sleep Country Canada sell used mattress labelling as new

Never Buy from Sleep Country as they sell the bad products and provide worst customer service.

I recently had an experience of buying a mattress from sleep country. Since it was my first ever mattress purchase I choose sleep country based on the image they portray of themselves. Since their adds on radio and tv says “they have sleep experts” according to them their sales people know what they are selling and know in and out about their product which is a complete lie.
Me and my wife both have a back problem considering we are young but we got this problem because of the car accident. When I went to Morning Side store at 785 Milner Ave I told this to the sales person name “GOKUL” he sold us a Simmons Beauty Rest Valhalla Mattress priced around $1500. He said he will give us a $100 discount because their store did not have this mattress but he will get this one piece sitting in warehouse and this is the last piece. I repeatedly asked him if it’s a new Mattress not used or delivered to someone and then returned he said yes and confirmed. This was a complete LIE.
When the mattress was delivered it never came in a SEALED plastic bag, plus to my surprise there were no tags (warranty tag) on the mattress. Anyhow to my mistake I accepted the mattress looking closely at the condition the mattress does not look Brand New plus it has Lint all over. I used the mattress for 2 weeks but since it was not giving us a comfortable sleep as it was too soft. I called sleep country told them that I wanted to exchange this mattress, went into the same store choose another mattress another sales person helped me with that. Gokul the sales rep when saw this that I am exchanging was not very happy I told him about the Lint and no tags attached. His answer was OHH may be its an OLD model I asked him what do you mean by OLD model he then said like you bought a 2009 car in 2010. I asked him why would you sell me an old model he said but it was still new.

Anyhow when they came to deliver a my exchanged mattress, the delivery guy told me he can’t exchange it as it has lint and has dirt spots which needs to be cleaned I told him this is the original condition mattress came in and how the it never came in seal with no tags, he then left me with CHEM DRY CANADA number told me call them get the mattress cleaned and then call customer service. When I spoke to customer service they were not very helpful keep on repeating it needs to be cleaned even though I repeatedly mentioned this is how their mattress came. I even escalated a call to customer service Team Lead name “Michael McNeil” he understood what happen and told that he will call me back after getting the authorization from his manager. I waited another 2 weeks only to hear how he is sorry but his manager said NO and they will not accept the mattress like this. I then asked to speak to his manager “PENNY ext 2271” she was one of the rudest customer service agent I ever spoke with. She did understood that mattress came like this but blamed on me saying that I have taken so long to call them back. I told her it’s because it took me this long to speak with you. I also mentioned that I am still with 60 days of comfort exchange so does it really matter. She then told me she will not take it back unless I get it cleaned when asked from where she even gave me a CHEM DRY CANADA number.

Since we had already gone through a month of bad sleep I called CHEM DRY the guy who came saw my mattress said oh it does not look like a new mattress and he said he deals with tons of sleep country customers and what they do is they sell the mattress which are delivered to people and which he clean he even said your mattress will be sold again and that’s why they want it to be cleaned. Keep in mind this is the guy who is referred by Sleep Country Manager itself. Anyhow finally when this was done and the delivery people came again to deliver my exchanged mattress to my surprise it was SEALED and has a WARRANTY TAG hanging with it. But this is not the end they said they have to charge me $56.00 when asked why they told me it’s a comfort exchange fee, I showed the a receipt from sleep country stating that I have already paid this, they then called customer service and I spoke with DIANA in customer service who said YES she can see I have already paid this fee but her Manager Penny has left a note saying I need to pay this again. I paid the fee and when I called penny and spoke with her during the week she told me oh it was a delivery fee. I even told her that I took a picture of the paper which the delivery guy brought with him and it clearly states it’s comfort exchange fee. When I said that I can fax her the picture which I took from delivery guys paper she said no computer can make mistake but I have to pay delivery fee at that time she hung up the call on my saying I am too loud.

This whole ordeal cost me my time + my sleep for month and half the mattress price + cleaning price ($113) + delivery fee.
I would never buy from sleep country again, I had a complete different Image of the company but now since dealing with them I know what real sleep country is. And now I see why so many people complain about them. I even wrote a letter to CHRISTINE MAGEE about this whole experience but no response yet and its almost more than a month.

Their adds a full of ###, I even have a firm belief that they are selling the mattresses which were used in OLYMPICS.

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Randy Burdette
, CA
Jul 13, 2018 12:02 pm EDT

Well delivery driver just left while I was on the phone with the store . He somehow got my mattress in my bedroom but said the frame will not fit . He did not get anything signed, left me with no paperwork or anything. Looks like another nightmare in the making .

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Sleep Country Canada - poor customer service

DO NOT BUY FROM SLEEP COUNTRY CANADA. I purchased two Latex Sidesleeper Pillows from Sleep Country Canada in Mississauga on October 30, 2010. After I paid for the pillows and as I was walking out of the store, the sales representative advised me that I may smell latex for a “couple of days” from the pillows. After a week of feeling like I was sleeping in a...

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Sleep Country Canada bad product / poor service/ won't honor 10 year warantee

I am writing a complaint about this company. My husband & I purchased a queen sized mattress set from their store in stoney creek area of Hamilton, Ontario.

There is supposed to be a 10 year warrantee on our bed set. A year ago we finally got around to phoning and filing a complaint about our mattress set. We bought it in 2003. It is now 2010. We have been living with a defective mattress set for at least 3 years now. We finally tried to look into getting it resolved a year ago. We had someone come out and inspect our mattress set from Sleep country. They deny even being here. We had it inspected, and we then had it cleaned by the company they use. That is Magic Seal I believe. The person who looked at our mattress told us that the frame on the side of the mattress had collapsed and that is why when we sit on it or sleep on it that you almost fall on the floor. This is why we complained in the first place. We were told that when it was cleaned that the cleaning company would notify sleep country and then we could make arrangements for the mattress exchange.

The cleaning company stained out mattress when they were out to only clean a few tiny stain spots on the mattress. I am convinced that they used dirty cleaning solution. As a result when the mattress dried after they had cleaned it there was staining to the entire mattress. I had to call them back, complain and then they had to send out a second company to re-clean the mattress. It made a big improvement but it was not as good as it was before they never even touched it.

They never called us back for any exchange. In our home we have had a crazy year. We have 2 children with special needs so we did not have time to follow through on what was happening until now when I I am presently off on holidays.

The company now denies even being out or having anyone out to look at it. They deny they told us that the side was collapsed or even telling us that after it was cleaned that we could exchange it.

They say they have no record of anyone being here. Yet when I called this morning the person I spoke to on the Phone said it was there on the computer and that she had to look at the notes and she verified that someone had been out here. Then it flipped back to them telling me that I had cancelled them coming out. They denied having someone here.

I did call their head office in Canada last year. They DID send someone out. I do not know if they were from Magicseal or Sleep country. They never did contact sleep country. We were never contacted.

They sent someone out today to look at it again. This person denies that there is anything wrong with it. Which is a bunch of B.S. I even told the guy if he was to flip it over and check the side and sit on it that he would see it is even worse. He refused to do so. He told me that it was not defective. Sleep country is refusing to honor their 10 year warrantee on our bed mattress set.

We cannot even sit on that side without nearly sliding on the floor and the guy tells us there is nothing wrong with it?!?!? What the heck?!?!?! If you sleep on that side you slide. Would you want to sleep on a mattress where you almost slide on the floor.

I am very pissed off. I want something done about this. What a pile of garbage this is! Myself and my husband are not happy with our mattress set, we are not happy customers. We are very angry that they are not honoring their 10 year warranty and that they are telling us there is nothing wrong. What a pile of crap. Our bed is defective. It should not be doing that. We spent $1777.00 minimum on that bed. We did not buy a check bed, but supposedly a good quality bed. I have bought cheaper quality beds from the Brick for goodness sake, not even a specialty bed store like Sleep Country Canada that claims to see superior products. We were not treated nice and as customers they basically screwed us. We are now stuck with a partially broken mattress. They deny every thing and deny it all.

I am so angry. What a corrupt, dishonest company. They don't even honor their warranty and they most certainly give a damn about good customer service! I seriously wonder how many other people have had the same problems with them as we have had. This is insane. I guess there is no such thing as honesty anymore or honoring your warranty's or even the atmosphere of trying to do good business and to take your customers complaints seriously nor do what is right by them when they do have big problems with your product!

If they do not honor their warranty and replace our mattresses they have lost permanent customers in us. We would like to have this situation remedied.

Mr. & Mrs. Brobbel

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Anne MARTY
, US
Dec 21, 2017 9:39 am EST

I have the same problem... the mattress is 3 years old, has a small stain (of what? no idea), and has sunk on the sides between 5 and 10 inches.To sleep on it is horrible. It was steam cleaned by a pro, but Sleep country refuses its warranty because of the stain. What can be done? did anyone sue and win?

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SleeDT
, US
Oct 23, 2016 11:55 am EDT

Why does the mattress have to be clean in order for Sleep Country to exchange it if it is found to be defective? You know why? It is because that way it is impossible for you to ever return it. All of the cleaning companies will tell you it is almost impossible to get sweat stains out of mattresses. Now when you buy a mattress from Sleep Country, they tell you you can try it out for 60 days or 90 days and if you don't like it you can return it. But you have to keep the waterproof mattress protector on the bed. That's fine! But say, after 2 years, maybe you don't want to sleep on vinyl anymore and will remove this protector. The vinyl makes me sweat and I am already a hot sleeper. And what is the point of mentioning all the fine materials used in the mattress, like cashmere, wool, etc. when you end up wrapping it in vinyl? This is what happened to me. After 6 months or so of sleeping on my new Simmons Beautyrest Imperial Plush mattress I removed the vinyl cover and just used a cotton one with usually 2 sheets. I am a hot sleeper and get night sweats so there are a few minor sweat stains on the mattress. Why worry, this mattress isn't going anywhere and the 3 month return policy is long gone. Then 3 years after having the mattress my husband and I notice it is starting to sag in the middle-starting to feel like we are rolling into the center but the edges have remained hard. This goes on and we're starting to talk about it - what should we do, etc., thinking I am out $1700 and will just have to go buy a new one. So after 4 years has gone by we have reached the breaking point - that's it with the mattress - you are literally rolling into the center - and my husband says, why don't you call Sleep Country and see what they say - can't hurt. So anyway, you know the routine, many months later an inspector is sent out on a particular day to ### the mattress. he finds indeed that it has sunk at least 1 and a half inches in the center which makes the mattress replaceable under the 10 year warranty ( in theory, mind you). But he notices the slight sweat stains and says that I have to have them removed or when the delivery guys come to pick up the old mattress and deliver the new (1 of the same value that I have picked out), they will not take it - it has to be free of all stains. Now, if this mattress is now 3 to 4 years old and has a defect, WHAT DOES IT MATTER THAT IT HAS A FEW STAINS ON IT? Are they giving it to someone else? And another thing, you have exactly 7 days from when the inspector shows up to go pick out a new mattress and then contact Sleep Country customer service again to put the whole replacement thing in motion. So you arrrange the cleaning, go pick out the new mattress and set this all up. This is basically presenting you with an impossible situation in which to get your new mattress. It is their way of making sure that no one actually gets to really take advantage of the '10 year warranty'. I asked them on the phone, So why is it that the mattress has to be totally clean if it is defective? Are you giving it to someone else? Some 'mumbo jumbo' answer about Health Canada saying the mattress cannot have any stains...are they giving the mattress to Health Canada employees? Sorry I am not getting it. It is just some 'made-up' excuse so that you will never ever get to use your fake 10 year warranty and end up going to purchase a new mattress after 3, 4 or 5 years if you can stretch it out that long. My previous Simmons Perfect Sleeper bowling ball mattress is a flippable and is at least 16 years old and is still in the house in the spare room ( thank God or we'd have nothing to sleep on). And basically what I am reading on the internet is that all these mattresses are having problems and NONE are lasting 10 years anymore. Greed, could that be the problem? Cheap metal Chinese springs? Hmmmmmmm... Sleep Country having a monopoly on the market should be helping people out more since they have a store popping up in every little town now. We need a return to quality goods and great customer service. Enough is enough. I have arranged for the cleaners to come to clean my mattress although I am not sure what for - feels good to waste my money on cleaning a defective mattress...I will post what happens...

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Meru
Toronto, CA
Dec 09, 2010 4:16 pm EST
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I would agree with you, sleep country is the worst company and they provide worst customer service experience. I had an incident of my own and I would never buy from them neither I would recommmend anyone to buy from that company. They lie on their adds, their customer service people and their sales person in store lie on customers face.

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JashArgue
, CA
Dec 07, 2010 6:30 am EST

We purchased king bed from ancaster branch, we did not get the right bed. We made multiple calls to the branch and to your main office, and was given different information. After couple of phone calls we finally made arrangement to exchange into different brand of bed. Upon the delivery the guys refuse to take the wrong bedto due to stains, we're advised to have a professional cleaner to remove the stain. We just don't have the time to go through all this trouble, we should have gotten the right bed in the first place so we dont have to worry about staining the bed. Now every single night we can't help it but to feel so aggravated. The bed wires are sticking out all over the place, we can even feel wires poking our back and it is just totally not comfortable. We just don't trust your service and we just feel we should post our thoughts and pictures in the Internet, so other consumer will be aware of the trouble we have experience from your company. And please be sensitive and show some customer service don't treat us like we don't deserve to be respected.

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Sleep Country Canada former employee

I am a former employee of Sleep Country USA. I would like people to know that they are one of the worst employers out there. Once you are hired they own your time. Often times employees are required to work eleven hour shifts. Eleven hours is a long day. It is even longer when you are required to work alone from open to close, which constitutes an eleven hour day at Sleep Country. Employees are not allowed to close up shop for an official and well deserved lunch break. Instead they have to stay indoors all day to man the store. At Sleep Country there is no such thing as a lunch break. At the end of each shift the employee is to click on a dialogue box saying the "yes" they did take a break. They are told during training class that this is what they must do. Otherwise the employee will be threatened and harassed by upper management. Essentially, they want their employees to lie and say that they took a break even when it is humanly impossible to do so. They have people do this so that their ### are covered when employees file complaints. They have a record of the employee lying, upon instruction stating that they took a break. This makes me absolutely livid! They do not care about employees getting a good nights sleep, adequate days off or lawful rest periods. This is pretty ironic for a mattress company ;-)

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annonymous42
, US
Sep 09, 2013 6:23 pm EDT

Just sounds like you are lazy and would rather be given money then work for it... Their training, benefits, pay, and mentality is absolutely elite compared to any other sales job. I'm sorry that you did not appreciate the stellar paychecks that easily cover delivery of food for lunch and dinner every day without even having to think about checking your bank account. If hard work and great results is what you do not want, then sleepcountry is not the place for you :)

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Sleep Country Canada hr

I am not sure if this fits as a complaint on this website compared to all the others i have seen but I need to tell people anyway. I recently applied for a job at a Sleep Country in Portland, Oregon. I have been out of the US Army for a month and they knew this. By law employers cannot ask about my military background or anything about how i servered my time. I got an honorable discharge. Upon starting the interview they started to ask my about the army and when I was hesitant to answer some of their questions they realized I was nervous. I was in the army for 9months. They knew this. The HR woman named Paula said to me "What?, were you just not cut out for the Army?" You have no idea how mad this made me. Did she know who she was talking to? I served my country honorably for 9months before getting hurt and being discharged. How dare she question my service and my ability to do my old job.
Anyway, this is a complaint about SLeep Country USA and their HR department. If you try to get a job with them they will discriminate. thanks for reading. Sorry for any bad grammer.

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Edsel guy
Everett, US
Jan 09, 2010 10:53 pm EST

I know I am sick and tired of so many Sleep Country commercials. They are on all the time on all channels.
As far as I am concerned if a company has to try that hard to sell their product there is something wrong.
Sorry but I wish the economy had taken them down or at least fixed them so they couldn, t afford to do commercials any more.
I wouldn't buy a bed from them if I had to sleep on the floor.

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Sleep Country Canada - new bed possibly used!

Sleep Country Canada www.sleepcountry.ca We purchased a Tempur bed (retail cost $3,400.) from Sleep Country about one year ago, it began to sag within a month of the purchase. It was not considered defective under warranty until it sagged 1 inch or more. It did reach 1 1/4 inch sag so Sleep Country said they would replace the mattress, not the box...

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Sleep Country Canada worst imaginable service!

Recently, while purchasing a bed from Sleep Country, I was subjected to the worst service imaginable, completely inconsistent with their advertising. I feel that it is my obligation as a consumer to alert others of the poor service.

I needed a bed and selected Sleep Country based on their ads promising good price, excellent service, express delivery, and the removal of the old mattress. As it turned out, some of these promises have no relationship to reality.

On January 4, I went to the location at 799 York Mills Rd. and bought a Sealy Merlot set with a frame. In spite of the promise of express delivery, the earliest delivery date available was eight days hence - hardly speedy. However, I went along with it. The saleslady assured me that the old bed would be removed, and, that, while the staff could not take the old frame with them, they would move it downstairs. Although the latter was specified on my invoice, it didn’t happen.

As promised, a bed was delivered in the 11 to 2 time slot. The delivery staff refused to remove the old bed frame. “ Not my problem” - said the man. I didn’t like his attitude. After all, it was promised. Then I noticed that the wrong bed was delivered. I wasn’t happy - I had to wait 8 days and now I might have to wait some more. I called the store 3 time in the space of about 45 minutes. No answer. It is Friday mid afternoon and nobody is picking up the phone. Great service indeed.

During my first visit, the saleslady gave me her card and told me to call in case of any problem. Why call, if nobody bothers to answer. Had someone answered, I would have gotten the customer service phone number and would have resolved the problem immediately. I would have avoided a very stressful and humiliating experience.

I decided to go over to the store. The saleslady was busy with a family, with another client waiting. Politely, I explained my problem. She could have taken a moment from her sales pitch and given me the number to call. I would have called them and the problem would have been solved. Instead, in a discourteous fashion, she told me to move away as she was conducting “confidential discussions”. So, although increasingly unimpressed with the service, I did as she asked. This went on for 15 - 20 minutes.

After they left, I again approached her and politely, although this was getting difficult, explained my problem. Now, even more rudely that before, she told me that another person was ahead of me. Again, it would have taken just a moment to give me the phone number. So I continued to wait, quite a distance away from where she was serving the client. Then, amazingly enough, she approached me and told me that I was “being disagreeable” and asked me to leave.

“It is not my problem” she said and finally gave me the customer service number on a card with the other saleslady’s name. Not surprising, given her behavior that she wouldn’t give me her own card. (It seems that “It is not my problem” would be a more truthful slogan for the company than the platitudes in the ads. She could have easily helped me at different points in time - by answering the phone, when I first arrived or after she finished with her first client. By the way, she kept ignoring the phone the whole time I was there.

Throughout the ordeal, I maintained my civility and waited patiently while my stress level increased. I am a respectable member of the community. At no time in my life, was I ever kicked out of any place. It was a profoundly stressful experience.

After going home, I phoned the customer service number and the person there offered to have the right bed delivered the same day. Although loath to deal with the company, I made the expedient choice of going along thus saving myself additional aggravation.

There is a profound contrast between Sleep Country’s marketing slogans and the reality of the service they provide. From the outset, the service I received ranged from inadequate to downright offensive. The facts are that the staff ignore phone calls during business hours, that the only thing that matters is making a sale, and that, once a sale is made, the customer can be treated like garbage.

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Bia27
Toronto, CA
Mar 23, 2024 10:05 pm EDT

This is a company that simply does not care: they do everything to not honour warrantees and they have the worst most customer service.

Sleep Country managers hide behind the badly trained 800 reps and are simply not accountable. They have huge profits on the back of unsecpecting consumers who are not protected by our gov agencies.

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Triumph TR3
Toronto, CA
Sep 20, 2022 2:42 pm EDT
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Badly delivered unit, brackets not installed and after 4 visits and many promises no solution.

Crews don't know how to install brackets and those who say they do don't have the tools.

Appontments are not kept and this goes back to early August. and eevry wekk people come and look and don't fix it.

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S123000
, US
Aug 16, 2022 12:09 am EDT

never shop with them!

First they only shipped one item to me when this is a “one 1 get 1 free” deal.

And they I issued the refund request a month ago, boom! One month later, they are still processing the refund.

Don’t know if their staff are really working or not.

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sleepcountry
, US
Dec 28, 2019 6:25 pm EST
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I am unable to find a form to fill out for the Lifestyle Base Promotion for 15 percent Gift Card using information given to us with our recent purchase, used site as given please advise, irenecarlthorne@gmail.com, HTTPS://GIFTCARD.SLEEPCOUNTRY.CA

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Kim Strugnell
, CA
Sep 30, 2019 10:06 pm EDT

I am trying to get onto the site to do the 15%Back Promotional Gift Card. Frustrating. Not very happy.

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Patsy12345
, US
Nov 20, 2018 5:32 am EST

Was tricked by guelph salesman at sleep country. He gave me a deal on a matress that was a demo when in fact it was a customer return. The matress was so badly worn that i needed a chiropractor and massage therapist to adjust my back.

They made every excuse not to take back, be very careful when you buy here.

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Jump2021
Kitchener, CA
Nov 09, 2021 9:47 pm EST
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Replying to comment of Patsy12345

I wonder if this is why they refuse to honour warranty on sunken mattresses if there’s even a tiny stain, because they are reselling it as a demo…

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Don't buy junk
, US
Dec 16, 2017 3:37 pm EST

[censor] sleep country, they are asking me to shampoo mattress with 4 broken springs in it. or whatever is in it. Iti s ridiculosis. Do not buy from Sleep Country. I hate them. the bed mattress is less than 6 months old. and I am not heavy. Bad customer service, All i want is the mattress to be replaced. My husband said to threw in the trash. maybe he is right. it is piece of junk.
are they charge restocking fee. tjhat is a good question. I hate them.

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Jump2021
Kitchener, CA
Nov 09, 2021 9:49 pm EST
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Honestly, I would show up to the store with the mattress in tow and let the customers see that spectacle. It’s worth the effort in my opinion when a company chooses to intentionally bamboozle people.

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Art Beaver
Orillia, CA
Mar 13, 2015 12:58 pm EDT
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This company has the worst customer service I have ever experienced. The attitude of delivery people is reprehensible and the salesman, after the sale and delivery, is uncaring. Grrrrrr! Do not buy from SCC

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Pissed off in Tacoma
Tacoma, US
Jun 26, 2014 4:29 am EDT

I walked into a local Sleep Country and was pleased to find the mattress that I had been looking for. So far so good, right? The salesman was very friendly and helpful, and within minutes he had taken my payment and arranged delivery. The next day, the delivery truck arrived at my apartment. The driver and his younger assistant came in with the paperwork and mattress. I had recently purchased a wooden bed frame from another furniture store, and stressed that I wanted its finish and edges to be protected. I did NOT want these guys to scratch my new frame, and they said not to worry. Just a few minutes later, I was shocked to see that they had severely scratched the frame while inserting the foundation and mattress. The edge was chipped and paint was actually flaking off. I was livid but did not want to get into a huge argument with these careless idiots. I tried calling customer service but was placed on hold. Called again and had to wait twenty minutes on hold. My new bed frame is now damaged and looks terrible. I might have to get the whole thing replaced. Thanks for the "professional" service guys.

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Frustrated WA Customer
Auburn, US
Apr 18, 2014 11:13 am EDT

Unfortunately, I also had a bad experience with Sleep Country. We requested a morning delivery by 11:00 am. We were told that we would receive a confirmation call the day before delivery and no one ever contacted us. The day the delivery was supposed to take place, we had to chase them down, trying to get a confirmation for our delivery. What we found out was that they completely ignored our request for a morning delivery and scheduled us for la late evening delivery - and didn't even bother contacting us to let us know when and if they were coming. We made a VERY expensive purchase and Sleep Country showed no respect for our time and inconvenience. They did nothing to fix the problem or even try to accommodate us. I will never do business with them again. I do not recommend Sleep Coyntry. Their service and concern for customer satisfaction is terrible. : (

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