ComplaintsforSleep Country Canada

• Initial Complaint

  20/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 24/24 I purchased a mattress and platform bed frame from Sleep Country in St Thomas, ON for $4404.81. The mattress was delivered and within the week I noticed that I was sinking into the bed and not feeling like the mattress was supporting me. I waited the week because I though I was just getting adjusted to the new bed. I went to the store to talk to staff and was directed to the 1-888-sleep-88 phone number. I called and was placed on hold for 1.5 hours. I then attempted to use their chat section on their website and 6 different people (or more) quickly signed out once I started to type my concern. Finally someone called me (Julian C.) who argued with me that there was no possible way that the mattress could be defective and said it was a comfort issue. I then returned to the store to talk to Sheldon who was going to contact someone in head office to get me a "straight exchange". After some running around the "exchange" happened yesterday. This mattress is just as defective as the last one, possibly worse. I witnessed and captured on my home camera system where the issues have been happening. I watched one the drivers bending the mattress off the end of the truck to get it out of the truck, carried it on his head by himself, and then dropped it on it's side and then it fell flat into my driveway. When the old mattress (one on bed that was being exchanged) was lifted, the corner was crunched in, looked like some water damage, and under the cloth of the underside there was a round, deep indentation along with a bunch of areas around the mattress that showed separation on the inside of the mattress where you could feel the layers of foam or other materials. I had told them I had sunk into the mattress when I sat on it. They only care that it's 17 inches thick without anyone sitting on it. I sat on it, and it went to 7 inches and inconsistent in support throughout. This "new" mattress is worse for sinking and support. The store wants to call me this Friday..

  Business response

  27/03/2024

  Hi *********,

  Hope you are well. We are very sorry to hear about your experience so far. Your feedback is very important to us and we will certainly be reviewing your complaint in detail and following up with the teams involved. Our records indicate that another exchange was setup and scheduled for April 4th. I would recommend that you contact the store to finalize your exchange order prior to taking delivery. We apologize for any inconvenience and hope that the exchange goes smoothly.

  Regards

  Ray

• Initial Complaint

  19/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 16 sale order no ********** brought ***** ****** pillow king size buy one get one free total amount $259 plus tax total $292.67 from sleep country store location Store#*** ******* ********* **** ******** ** *********** ** *** ***. since i had queen bed king would be not good idea so next day on Sunday i return my King size pillow and replace with queen. sale associate Han B. told me since they have audit, their she couldn't bill me new invoice not working and she going to send me bill on email and credit back to my account. upon checking may email account none of bill or credit been send to my account . calling on Monday told me there not working and today no answering call and also on website i should get 15 discount for everything but when i request my discount they telling me all kind of excuse and even i call sleep country customer service they told me i should call store and they will adjust price but that okay no discount but at least they should credit back my price difference as queen pillow is $229 and king $259 * ***** * **** **** ** i trust store sale associate as like good Samaritan please help its not about money but my morale been hurt i need justice i have been sleepless been fool by someone

  Business response

  27/03/2024

  Hi *******,

  Hope you are doing well. We are sorry to hear about your experience in one of our stores. I will pass your feedback to our sales managers and have them follow up with the associate in question. Our records do show that a refund of $72.72 was processed back to your ********** on March 19, 2024. We believe this issue is now resolved. 

  Regards

  Ray

• Initial Complaint

  16/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying exchange a matress that has 10 years warranty that I have only had for 2 years that is faulty and they are trying to make me take it to calgary when I was told that they could pick it up and exchange at my place I have no way to take to calgary and can not due myself as I have a shoulder injury. I was told by a employee I could take to pincher and do exchange there then told by another one can only be done in calgary. * ** ** **** **. I want my money back or a exchange.

  Business response

  27/03/2024

  Hi *******,

  Hope you are doing well.  We are sorry to hear about your mattress issue. Unfortunately the city you currently live in (*******, AB) is not within our delivery zone and our records indicate that you had purchased the mattress as pickup from our ********** Store. We can either do the exchange at the ********** Store or the exchange can be completed once you have moved to Calgary. This will require you to take your mattress during your move to Calgary. These are the only options available as Sleep Country trucks do not go as far as *******, Alberta. Please contact our customer service line at 1-888-753-3788 if you would like to go with either option.

  Regards

  Ray

• Initial Complaint

  13/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, Warranty Request number: ****** I purchased this King Size ********* brand mattress late May last year for my parents in law. However, this mattress isn’t as good as the other three I brought a decade and 5 years ago. I noticed many spots with tearing issues on the fabric, from HALF INCH up to 5 INCHES, when I try to clean up the cover. Apart from the tearing, there also are spots showing separation from stitching. I can’t believe such issue could happen to a mattress that LESS THAN ONE YEAR old and only used by two elderly people, not to mention this is a very pricy mattress, it cost me more than $3000 CAD in total. Also, this mattress has never been placed improperly but on a proper newly purchased wooden King size bed from day one. I contacted sales rep in the local store next day, and was told I need to contact the customer service, so, I did it immediately and opened a claim. Unfortunately, this claim was denied later without any specific reason but only saying the manufacture warranty doesn’t cover fabric issue. Later I contacted the local store again and find out I actually purchased extended warranty with this mattress. Then I contacted the customer service again and was told I should contact this Extend company to work out solution. However, I was told again, this problem is not covered under the extended warranty either. At this point, I’m so DISAPPOINTED with such after sale customer care the company provided. Despite all the evidences I provided to the warranty department. The only answer I got was this issue isn’t covered under any sort of warranty. So, what is the point to have any warranty. This bullet is so hard to bite. This is definitely a quality issue. Again, this such issue should have happened to a mattress that used less than one year. I’m seeking an exchange or a replacement of this mattress with better quality as it should be. It is unacceptable for such mattress with such awful quality.

  Business response

  22/03/2024

  Hi *******,

  Hope you are doing well. We are sorry to hear about your warranty claim experience with us. The warranty is provided by the manufacturer of the mattress ********* and they have certain guidelines that need to be met in order to be eligible for warranty replacement. I have reviewed the pictures you have sent along with your claim and unfortunately we do not see any warrantable defects as per the manufacturer's warranty requirement. There seems to be some fraying on the fabric which is not covered under warranty. I have attached the ********* warranty card for you to review at your convenience. Fraying or any other fabric issues don't really impact the performance of the mattress. I will forward the pictures you sent to ********* for further review but we can't promise if it would be approved under warranty. We apologize for any inconvenience and will follow up once we hear back from the Manufacturer.

   

  Regards

  Ray

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From Sleep Country we purchased a foam core mattress on March 18, 2020. We chose Sleep Country because of perceived product quality, service and warranty. The warranty on our mattress is 10 years and the item is almost 4 years old. We have ensured the mattress is kept dry and well covered which includes the factory mattress cover and additional top liner. Most recently we discovered mould spots on the underside of the factory mattress cover and the foam mattress itself, also underside only. We have provided product pictures to Sleep Country yet they reject warranty coverage stating the mattress has been affected by moisture and/or sweat. This cannot be the case as illustrated by the pictures provided to Sleep Country, whereby the top of the mattress (foam + cover) show no staining or water/sweat marks...they are pristine. Further, the underside of the mattress and cover show no staining or water/sweat marks, only mould spots. Such ill performance of this mattress is unacceptable.

  Business response

  27/03/2024

  Hi ***,

  Hope you are doing well. We are very sorry to hear about the issue you are having with your mattress. I have reviewed the pictures you sent and it seems like mold on the mattress. This was a brand new mattress factory sealed delivered to you 4 years ago. Unfortunately mold is not covered under warranty and its usually caused by environmental factors such as damp, moist, humid environments. You can reach out to a cleaning company in your area and see if they can do anything. We can offer discount pricing towards a new purchase which is 50% off regular priced items and 25% off specialty items, some exclusions may apply. Please email me directly at ***************@************.ca with your customer#********** in the subject line if you wish to proceed with discount pricing.

  Regards

  Ray

  Customer response

  07/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  *** ******** ****** ***** ******** ** ********* The proposed solution by Sleep Country is unacceptable.
  
  Sincerely,
  
  *** St Pierre

  Business response

  26/04/2024

  Hi ***,

  Unfortunately I don't have the answers that you are asking. This questions can only be answered by the manufacturer. In regards to the molding issue on your mattress, as mentioned in my previous statements that its not something that is covered under warranty. If mold was present at the time of delivery, it would become very obvious within weeks of delivery due to the odor it carries instead of showing up 4 years after taking delivery. As you mentioned that the molding is only on the bottom side of the mattress, can you please tell us what the mattress is sitting on. The mold could have been passed onto the mattress from the platform it's sitting on as well. You can email me the picture of the platform or base along with other pictures of the molding issue that you like. I can forward it to the manufacturer for review but there is no guarantees. Sleep Country can provide 50% discount towards a new purchase or 25% on specialty items. Please email the picture of the platform to ***************@************.ca with your customer # in the subject line.

  Regards

  Ray

  Customer response

  15/05/2024

  Regarding complaint ID# ******** Please register this complaint that I continue to be unsatisfied with the responses, deflection and lack of customer service from Sleep Country. They have proven to be unworthy of my future business.
  
  

• Initial Complaint

  21/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a mattress in December 10 last year in sleep country, the sales promise me 100 days free trail , and only need to pay the difference to exchange , I got in touch with the sales on February 16 this year, and asked to exchange the mattress, the sales person his named Li D., he was very enthusiastic to give me a good price for $1,199, and asked me to go to the store to schedule the delivery date on the 20th, and promised that he would give me an additional $100 off, and during this time I kept saying to him that I want to do the exchange for the mattress ! But when we got to the store, I asked him what the difference was when I paid.(i paid $1500 for the current mattress ) His face immediately changed and he repeated that he thought we needed to buy an extra mattress! That's why he gave us a good price, but if we wanted to do exchange , there was no discount at all! He was very forceful and said it was their company policy! He could have tricked the customer into store with a low price, and the final price was up to him! Since he doesn't get a commission on exchanges, he made it clear that he wouldn't exchange the mattress we wanted at a discounted price! And told us very forcefully that we wanted a discount and would have to buy another extra mattress ! Is that the rule of the store? And again, he emphasized that there could be no discounts on exchanges? The exchange and the price available to the new buyer are completely different! *** ***** **** ** ** !! unbelievable! I I hope this can be resolved through BBB . At least ill I can shared my bad experience to the others. Thank you.

  Business response

  01/03/2024

  Hi ****,

  Hope you are doing well. We are sorry to hear about your experience with our sales associate. Your feedback is very important to us and we will make sure this complaint is sent to the regional sales manager so a follow up with the associate in question can be done. Our records indicate the exchange is scheduled for March 1st and the mattress you have selected is the ***** ***** **** mattress which retails online for $1799.00 but we dropped the price to $1414.00. Unfortunately I am not sure what details of the discussion was with the sales associate but I can provide a $75 Sleep Country gift card for any future purchases. Please email me directly with your customer#**********  at ***************@************.ca if you wish to accept the offer.

  Regards

  Ray

• Initial Complaint

  19/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have tried repeatedly since November to work with sleep country to find a solution to our defective mattress. When we started this process, our over $2000 bed was under 2 years old.... We have had this lumpy bed apart 3 times, as requested by sleep country, attempting to send in pictures of measurements in order for sleep country to assess whether or not we had a valid claim. Each of the 3 claims we submitted were denied, each for a different reason apparently not qualifying for compensation under warranty. Finally, after many emails and phone calls, we were given the option of paying for a home inspection... repaid by an unwanted gift card. We have now been waiting over 7 weeks for this visit (again after many emails). As I have lower back pain and shoulder pain we have been forced to move into our guest room where a mattress bought in 2018 and slept in full time for 3 years is perfectly fine. We are light weight people so a mattress collapsing this quickly is unacceptable. We find this level of service of highly unsatisfactory and frankly very disappointing. ******* *** **** ******* ****** ** ******** **** ** *********** ********

  Business response

  01/03/2024

  Hi *******,

  Hope you are doing well. We are very sorry to hear about your warranty experience with us so far. The inspection company ******** has scheduled March 2nd between 9 am to 10 am for the in home inspection to be completed. We sincerely apologize for the delay in setting up the inspection. The warranty is provided by the manufacturer of the product and not Sleep Country. They have certain guidelines that need to be met before authorization can be provided for warranty replacement. Due to inconvenience, I can increase the gift card of $56 to $100. If you wish to accept my offer please email me at ***************@************.ca with your customer#******** in the subject line. We should received the inspection report by end of next week.

  Regards 

  Customer response

  13/03/2024

  
  Complaint: ********

  Hello 
  We just got your message through the BBB ... we will accept the extra dollars for the inconvenience, but are not dropping our complaint and expect a new mattress regardless of the manufacturer's decision... as many people's complaints have stated ... we bought the mattress from sleep country... not the manufacturer... we no longer sleep in the bed due hip and shoulder pain that has been exacerbated by sleeping in holes. Your representative visited us on February 30th... to be clear, we are not  agreeing that the tests performed are definitive in determining the extent of the defect... we have heard nothing from sleep country since your representative's visit... we are surprised that the BBB has closed our case and have contacted them to let them know we are not satisfied. As previously shared, if this matter is not satisfactorily resolved we will be pursuing legal recourse.
  ******* and **** ******* 
  
  
  

  Business response

  22/03/2024

  Hi *******,

  Hope you are doing well. We have increased the gift card amount to $100.00 as previously offered. We have received the inspection report from ******** and unfortunately there were no defect found on your mattress. I have ******** a copy of your inspection report and the ********* warranty card for you to review. As mentioned in my previous response, the warranty is from the Manufacturer and Sleep Country helps facilitate the warranty claims process. Sleep Country provides the 100 nights of comfort guarantee at the time of purchase meaning that if you aren't comfortable within the first 100 nights, we can exchange the mattress. Since your purchase was made in February of 2022, it is out of the comfort guarantee timeframe. If you find that your mattress is too firm, we can help with providing a mattress topper. ********* requires the body impression or sag be 1.5 inches or more for warranty replacement, your mattress had a body impression of 1/2 inch which is normal as all mattress tend to conform to the sleeping patterns of the clients. If you wish to purchase another mattress, we can offer a discount voucher but unfortunately your current mattress has no warrantable defects.  

  Regards

  Ray

• Initial Complaint

  15/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My history with Sleep Country goes back to 2015, when I purchased my first mattress for $1028.00. Since that first purchase, I have had SEVEN mattress exchanges due to the depressions which formed in the mattresses within one year's time. These exchanges are only given when a Sleep Country inspector comes out and measures the depression in the mattress. If the depression meets their criteria, only then is an exchange accommodated. They have APPROVED seven exchanges. Each mattress that was replaced, begins to "hammock" (develops an 1.5" major depression) within a year's time . The very last mattress we exchanged in Sept 2023, (***** ******* *****) now has a huge hump running from head to foot and depression on both sides. The depression is slightly over 1.5." I have to pay $56.00 each time for an inspection I am 71 years old, **** ******* ********, and on a fixed income and cannot afford to pay for that. Over the years, it has cost me approx. $ 300.00 in inspections fees, additionally I have paid approximately $1,000 extra for each upgrade. In total, I have spent approximately $2,8OO-taxes in+ time, effort and hardship. I have severe neck, back and hip pain from sleeping on their products for years. Shame on Sleep Country for selling such inferior products. I am now sleeping in a depression again, barely six months after receiving this last mattress. I have placed a call for yet another exchange – it will be my 8th. I have written to Sleep Country several times, telling them that I don't want another mattress. I am seeking $ 3000.00 - so I can purchase a decent mattress elsewhere. It is outrageous that they won't remedy this situation and it appears from reviews that I am not the only one who has had these problems with Sleep Country.

  Business response

  01/03/2024

  Hi ********,

  Hope you are well. We are sorry to hear about your warranty experience with us. Seven exchanges is a lot since mattresses have a 10 year warranty. March 4th has been scheduled for the in home inspection to take place. Once they have submitted a report to Sleep Country, we will contact you to go over some options. We apologize for any inconvenience and hope to get this matter resolved quickly. 

  Regards 

  Ray

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a pair of ***** pillows on July 24, 2023 for $427.25 through the ***** website which is fulfilled by Sleep Country Canada. About a couple weeks later the exact pair of pillows were on sale and so I purchased another set at the discounted price of $191.14 on August 4, 2023. I contacted sleep country canada’s customer service about refunding the original order and they were helpful in providing me the option to mail in a return or by shipping back the pillows. I opted for a store return where I went to the ********* Mississauga location and was refused service by an employee on August 12, 2023. The associate **** was rude, wouldn’t allow me to explain my story and refused service after I told him he was being rude and the situation was ridiculous. I contacted sleep country again to notify them of this encounter and they sent over a shipping label for me to mail it back. I had sent the parcel back on August 15, 2023 and received notice from the shipping company that it was received at the warehouse a couple days later if not the next day. I had not heard back from Sleep Country for a very long time about my refund for the original pillows. Jan 2, 2024, I received a refund finally for the order but it was for the wrong order, the second purchase I had made for $191.14. I don’t know why I was refunded the wrong order, I had sent the original invoice with the order number attached. I have contacted their customer service team weekly since Jan 2 to follow up with getting the order adjusted and they have been giving me excuses. First time, they sent it to accounting; second time, they said they are still waiting for a reply; third time I found out it was sent to the wrong department. I just want a refund for the $427.25 order that I sent back in the mail and an apology for the way I was treated by the employee **** from the ********* location. Note: the file upload isn’t working but I do have supporting documentation I can email over

  Business response

  01/03/2024

  Hi ******,

  Hope you are well. We are sorry for the delay in fixing the refund issue. I will contact you directly for a solution.

  Regards

• Initial Complaint

  23/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I followed the warrenty outlines and made a claim as the bed I have is sagging and is only 3 years old. It is in terrible condition, compared to my other mattress that are 10+ years old. I followed all their instructions, sent multiple photos, they firts said I was holding the ruler wrong. Then read the measurement wrong. Then after that was pointed out said my bedframe was wring (which it wasn't). They are dishonest and are simply trying to get out of the claim, giving me the run around and they keep asking for a different photo each time even after I have provided it.

  Business response

  13/02/2024

  Hi *********,

  Hope you are doing well. We are sorry to hear about the issue you are having with your mattress. The warranty is provided by the manufacturer ***** and not Sleep Country. We help facilitate the warranty claims process but the manufacturer requires certain pictures and there are guidelines that need to be met in order to be eligible for warranty replacement. We have reviewed your claim again and unfortunately your mattress is not defective. ***** had also reached out to us as well and reviewed all the information. They have also denied the claim. The body impression required for warranty approval is 1.25 inches without any pressure being applied, the manufacturer and Sleep Country see the body impression no more than 0.5 inches. You can arrange for an in home inspection which costs $50 plus taxes for an inspector to come to your location. I highly doubt the results would change but you can certainly go that route if you wish to. In order to setup an in home inspection, please contact our customer service team at 1-888-753-3788.

  Regards

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩