ComplaintsforSleep Country Canada

• Initial Complaint

  21/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. I purchased a bed from sleep Country a salesperson ease my arthritis and fibromyalgia pain. I slept on it once. I barely slept as the bed caused so much pain. The next day I was in unbearable pain. I contacted Sleep Country 1-800 line about it. They said I should wait three weeks before I decide on returning: I told them I would not try sleeping on the bed as it caused so much pain. That day I took ******* * and saw a physiotherapist. I’ve called sleep country 1-800 and ***** ***** Sleep country numerous times. I was told I have to speak with the manager at ***** ***** sleep country: I have left so many voicemail messages I’ve lost count. So I wrote them a letter about the bed that caused so much pain. Since I’m currently sick my friend dropped it off on Friday: In the letter I told them I’d contact BBB if I didn’t hear from them soon, I have not heard from them. I’m not surprised: I want/need this bed removed please . It has laid up against my bedroom wall after the one and only night I slept on it. If sleep country can provide me with a bed that doesn’t hurt I’d truly appreciate it. I will be having foot surgery soon. I’d like to have a bed as I recover. My doctor said I’ll be in bed for the first two weeks after surgery. Thank you

  Business response

  31/01/2024

  Hi ******,

  Hope you are doing well. We are sorry to hear that you are having issues with your mattress and we apologize for the lack of follow up from the manager at the store. Our records indicate that you purchased a ***** **** mattress on October 28th. With any brand new purchase on mattresses, Sleep Country offers a 100 nights of comfort guarantee meaning that you are still eligible to exchange your mattress to something more suitable for your needs. We usually tell clients to try the mattress for about 3 weeks of purchase since it takes some time to conform to the clients sleeping habits. Unfortunately we do not offer returns/refunds on products, we only provide exchanges on mattresses. I will contact you directly to go over some options.

   

  Regards

  Ray

• Initial Complaint

  16/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Memory Foam Mattress Purchased from: ****** ****, **** ***** ****** ********* ** *** *** Purchase Date: 22nd September 2018 Purchase Price: $3795.99 + taxes = $4364.44 Customer Order Number: ********** *. The mattress came with a 10 year warranty. 2. It was a demonstrator model and had been used in an exhibition. 3. The sales representative pointed out a stain on the mattress. The stain did not bother us. The receipt clearly states “Demonstrateur Tel Quel”. 4. Over a period of time we noticed that the mattress was sagging. It had become uncomfortable to sleep on. 5. In 2021 I contacted Sleep Country and explained the problem. They arranged for an inspection of the mattress, which was conducted in December 2021. 6. The inspection found that there was indeed a sag. 7. I was subsequently informed by ****** **** that the warranty would not be honoured for two reasons: • The soil on the mattress (it was sold to us with the soil and we were told that it had a 10 year warranty nonetheless) • The bed frame did not provide adequate support for the mattress. When we purchased the mattress the bed frame was never mentioned nor made a condition of the warranty.

  Business response

  24/01/2024

  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 they do have certain guidelines that need to be met in order to be eligible for warranty replacement. After reviewing your account and the in home inspection report from 2022, it shows that the frame is not properly supporting the mattress as the wooden slats are caving and there is no center support to your frame. Any mattress that would be placed on such a frame will eventually sag. Secondly there is staining on the mattress and I am not sure if there was more staining that would have occured during usage. We understand this was a showroom model and there was a stain pointed out to you at the time of purchase. We are not sure if a mattress protector is being used and if more staining would have occured after the fact. I would strongly recommend correcting the frame with adding additional cross slats and center support which will improve the performance of your mattress. Another option would be to purchase a better frame with center support. I have ******** the *********** warranty card along with additional information for review. Please let us know if you have any further questions.
  
  Regards

  Customer response

  31/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The mattress is supported directly by our Box Spring which in turn is supported by the bed frame. As noted in the inspection report dated December 28, 2021 (attached to our original complaint submission), the Box Spring does not show any depression. It does not stand to reason that sag in the bed frame slats caused the mattress to sag without deforming the Box Spring between the two. In addition, the state or configuration of the bed frame as a condition precedent to applicability of the warranty was never mentioned to us during the sale process.
  Furthermore, the ****** **** (located in the ****** ******** *******) salesman assured us multiple times (since we asked multiple times) that the floor model mattress (which he suggested and showed to us) was covered by exactly the same warranty as a full-price, brand new mattress, including a replacement guarantee in case of a sag of 0.25 inches or more. We were shown the stains/ soiling during this process. We accepted purchasing the floor model and asked for a written commitment as relates the above mentioned guarantee/ warranty applicability. We were instead given strong verbal assurance that ****** ****' customer focus and satisfaction was unassilable and fundamental to the company's business ethics and practices. I am very disappointed to find that the company's actual practice seems to be the polar opposite of these claims.
  
  Sincerely,
  
  ****** *****
  
  

  Business response

  06/02/2024

  Hi ******,

  Hope you are well. We have reached out the the manufacturer *********** regarding your warranty claim. We shared the inspection report findings along with the pictures and unfortunately your warranty will not be covered due to improper support. Any queen or king size mattresses require a center support as indicated in my previous response. The 10 year warranty is through *********** and your claim doesn't meet the criteria for replacement. As I suggested in my previous response, the bedframe can be corrected so the mattress is properly supported or you can purchase another frame with center support.

  Regards

   

• Initial Complaint

  28/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Nov 6/23, adjustable base was purchased on phone with Sleep Expert Patrice D.. Sale charged to ****** ****. Due to company policy not to remove old base, order was cancelled during the same conversation and request for refund to credit card was requested by Patrice. Refund to ****** **** to date has not been issued by Sleep Country because they say the order does not exist in their system.Called Sleep Country and spoke with Peter H., customer service rep. He asked me to send proof from my bank that my credit card was charged. On Nov25/23, I went to **** ******** Sleep Country location in Winnipeg and salesperson Brett B. scanned and forwarded supporting documents to Peter H. ****** *** ******** *** **** ****. Brett also spoke with Peter H. on the phone about this matter when I was at the store. He was advised that this has happened to other customers who have cancelled an order and that with the supporting documents received, a refund to my credit card would be issued within 5 days. To date, this has not happened. On Dec. 27/23 called Sleep Country and spoke with Joy, Customer Service Rep. Advised Joy that I spoke with ****** **** staff and no request for a refund from Sleep Country has been received/issued to date. Joy advised that their system was down and would forward a request to a supervisor to call me about this ongoing issue. No one has called me (either time when I requested to talk to a Manager).

  Business response

  09/01/2024

  Hi *****,

  Hope you are doing well. We are very sorry to hear that you still haven't received your refund. Thank you for sending us the payment receipt. I will reach out to our accounting team to further investigate the matter and will provide you with an update. We sincerely apologize for the inconvenience and I will contact you directly.

  Regards

  Ray

  Customer response

  11/01/2024

  I am rejecting this response because:

  I received a response regarding my complaint from Raynald C. (Sleep Country Canada).

  
  I'm pleased he took the time to respond in a timely manner but unfortunately he does not indicate a date to which a decision regarding my refund will be made.  According to the customer service reps from Sleep Country I have spoken with, also indicated they would forward my concern to Accounting. This has been going on since the beginning of November 2023 with no outcome to date.
  
  As I say, the proof will be in a refund.
  

  Business response

  31/01/2024

  Hi *****, 

  Hope you are well. We are sorry to hear that you still haven't received your refund. I did speak with our accounting department and a refund was completed back to your credit card over a week ago. I will contact you directly for an update.

  Regards

  Ray

  Customer response

  01/02/2024

  
  I have received a refund in the amount of $1,477.38 from Sleep County Canada (applied to my original method of payment, ****** ****).
  
  This file can now be closed.
  
  Thank you for your assistance in this matter.
  
  ***** ********

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from a Sleep Country store on Oct. 30, 2023 (Sales order **********) & it was delivered on Nov. 3. When I purchased the mattress, I asked the sales clerk about the return policy & was told twice I could return the mattress within 100 days if not satisfied. I also simultaneously purchased a box spring. On the day of the delivery, my box spring was not loaded into the van. The delivery staff offered me a used one & I declined. They then told me that they would arrange a separate delivery of the box spring I ordered and would follow up. I was told to keep my old box spring in the meantime. In delivering my new mattress upstairs, several of my walls were scuffed up in the process. I never heard from the delivery team again and am still using my old box spring. In the weeks since getting and sleeping in the new mattress, it is not as comfortable as the one tested in store and I have developed hip pain from sleeping on it as a result. When I called the store to inquire about returning my mattress, I was ****** told no one ever would have told me I could return it. When I inquired about my options for a mattress I’m not happy with, the CS rep told me no mattress I ever bought would be as comfortable as the ones in store and that it would take a month for my mattress to soften. When I explained that I had already been sleeping on it for a month and wasn’t happy, I was then told it might take years for the mattress to get comfortable and my only option was to exchange. I’m not happy and don’t think I’ll find a replacement I like at CS given the comparisons I did when I bought. At this point I just want to return the mattress as I am less than satisfied with it and with the purchasing and delivery process, especially at having paid for a box spring I did not receive and have yet to be refunded for. The entire experience has been frustrating and any responses from CS by phone and email have been unsatisfactory *** ******* ****.

  Business response

  18/12/2023

  Hi ****,

  Hope you are doing well. We are very sorry to hear about your experience with us so far. I will reach out to you directly to go over some options. We sincerely apologize for any inconvenience this may have caused.

  Regards

  Ray

  Customer response

  18/01/2024

  
  Complaint: ********
  
  I am rejecting this response because the company reached out to me directly at the end of December. I responded back to their message on Jan. 3 and have had zero follow up.
  

  I have visited two stores to test mattresses again and have found nothing suitable or to mg liking. Now I am looking at getting a cheap double mattress as an “exchange” that I neither need or want to use a a guest room bed. I will purchase a primary matttess elsewhere as I am not satisfied. I am hoping Sleep Country can resound to my question as to whether the exchange can be sorted online so I don’t have ri go into a store again. Although what I would still prefer is a refund for the $3K+ mattress I purchased and am unhappy with. 

  
  Sincerely,
  
  **** *******

  Business response

  31/01/2024

  Hi ****, 

  Hope you are well. We discussed the option to do a comfort exchange to a double size mattress and refund you for the difference in price. We will also refund you for the box spring as well. I will call you tomorrow to setup the exchange. 

  Regards

• Initial Complaint

  26/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been dealing with Sleep Country Canada - Customer Service Mattress is currently under warranty (less than 2 years old) Filed multiple claims and all have been denied. They keep saying that impression is less that 0.75" Any impression 0.75 or over is covered under warranty (we have 1" impressions on both sides of the mattress). Once they tried to say the mattress was soiled - which it is not They just keep saying there is less than a 0.75" impression. Pictures clearly show a 1" impression ******* ***** ** *** *** ****** ** the impression is so deep that I feel like I'm falling out.

  Business response

  27/04/2023

  Hi *****, 

  I am sorry to read that you are not finding your mattress comfortable. We will have a representative follow up with you discuss your concerns and provide other options regarding warranty concerns. 

  Kind Regards

• Initial Complaint

  17/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new mattress in the year 2021 **** *** ******* ***** ******** ** ******** **. We are now noticing that the mattress sinks in too much *** ****** ********** ***** ***** ** *** ******* **** ******* **** **** *** ** *** ** ***** When we sit on it the mattress sinks in so much that makes it difficult to move or get out of the mattress. Now this is not the only mattress we have purchased from sleep country we have mattress purchased in 2017, 2020 and they are perfectly fine they have no issues ******* ** **** **** **** **** *** ** ******  I reach out to the store and I was provided a toll free number to speak with warranty staff. I spoke with a representative on April 11, 2023 and he emailed me a link to complete a form which included some pictures as per their test. Now when I filled the form send some pictures on the same date (April 11) and I got a response back from sleep country on April 12th that the warranty department does not see any defect as the measurement has to be over 1.25 inches impression. When I filled the form I did mention the impression as 2 inches, which is being generous as the test is done without any pressure or any weight on the bed, if I put a little pressure the mattress sinks in over 15 inches. I reached out to speak with the customer service/ warranty team again the representative told me they can have some one come and take a look but we will have to pay the cost of the visit. **** ** ** ********* ***** ***** ***** ******* ******** *** ***** *** *** *** ******* ** *** **********

  Business response

  18/04/2023

  Hi ********, 

  I am sorry that you are not finding your mattress comfortable. 

  The warranty parameters are set in place by the manufacture and not Sleep Country Canada, so we also have to respectively follow the parameters set in place. We are looking for sag of 1.25 with no pression applied or with no body weight on the mattress to show the true depth of any sagging in your mattress. The foam is designed to take your shape of your body when compressed, thus there is no way to measure a body impression when pressure or body weight is applied. 

  Someone from our customer service team will be reaching out to setup up an in-home inspection at no charge as a 1 time accommodation to ensure we have exhausted all avenues of addressing your concerns with this mattress. 

  Kind Regards, 

  Customer response

  23/11/2023

  This is a follow up on my previous issue that was raised in April of 2023. I had resolved it with a manager and was offered a 50% off coupon without expiry date for any future purchase and to be placed on my account. On November 3, 2023, I reached out to Sleep Country Customer Service center to enquire about this coupon on my file and to know about how to use this discount, this is when I found out there is no coupon issued to me, however there are notes on the account about the conversation, so based on that the manager on call decided to provide me a coupon of 50 % off on regular price item and 25% on sale item, which was not the first agreement and also that I have to use my coupon with in a month as it expires on Dec 3, 2023. We went to the store on Nov 11, 2023 and requested the sales person to view the notes on my account based on recommendations left of what type of mattress best suits my back support. The sales person sold us a mattress without using the coupon. I slept on the mattress for a week and I am now in the worst pain of my life. I visited the store again on Nov 18, 2023 and spoke with the store manager, he said we can make an exchange but cant do it before 21 days, when I expressed that the back pain is so bad like never before he said to call customer service and speak with them for exception. Also based on the recommendations they have another mattress in stock which will cost me another $700 dollars, I said that we can use the coupon, said no other discounts can be added and that I will have to take on the additional cost. However this is only if the customer services makes an exception. Since then we had bad experience with customer service call as the agent refused to arrange a call from a manager and the second person we spoke with said will have the regional manager contact me. Its been two days and no one has called me, at this point I do not want to deal with this stress and would like to return the mattress and need a refund for it.
  

  Business response

  30/11/2023

  Hi ********,

  Hope you are doing well. We are sorry to hear about your experience with us so far. Our records indicate that an exchange was completed 2 days ago where we provided you with a ****** two king size mattress using the discount voucher. We are hoping the issue is now resolved. If you have any questions for concerns, please contact our customer service team at 1-888-753-3788.

  Regards

  Customer response

  07/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I will provide some bullet points with all the information pertaining to the ********* **** experience I have had with Sleep Country over the last 13 months. Product Purchased: ***** ***** ***** King Mattress Date Of Purchase: March 11/22 ********* ********* ** Price: $1,300 (on sale) Invoice #: *********  - Within a month of the expiry of the 100 night Comfort Guarantee, we began to notice the body impressions on the mattress were beginning to impact our sleep. - We continued to sleep on the mattress ******** **** ***** ****** *** ** ****** and they got worse. We began to notice signs of sagging from the side view. - Reached out to SC in early 2023 (10 months after purchase) to explore my options - SC advised me I could submit a claim through their Priority One warranty team - Took all my photos and measurements - submitted my claim on Feb 9/2023 - Claim was denied as the body impressions were only 0.75" deep and that was within the acceptable range. No explanation was given for the sagging. - Feb 23/23 - explained to the representative the mattress was less than a year old and that it was not acceptable that I should have to suffer through an unknown period of time before the impressions were "unacceptable" - The SC representative  told me I could escalate to the manufacturer - she would email them right now and get back to me when she heard back within a week. - Nothing back and called in mid-March. I was told they heard nothing and would escalate it again to the manufacturer. - March 31 - heard nothing back and called again. Peter told me he would escalate it again, or I could reach out to the manufacturer myself as I may get a better result. I let him know I bought the mattress from Sleep Country and it was their responsibility to manage this - not mine. - April 5 and I have still heard nothing back. - We finally decided to purchase another mattress (not from Sleep Country) as we could not continue sleeping on the Serta mattress any longer.

  Business response

  18/04/2023

  Hi ******* 

  I am very sorry that you have not received a follow up call as of yet, to have your concerns addressed. Someone from our team will reach out to you within 1-2 business days. 

  Kind Regards

• Initial Complaint

  28/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an adjustable frame from Sleep Country Canada on April 5th 2022 delivered April 28th 2022. Total price $1,544.82 including a 10 year extra warranty. On May 31st, 2022 I ordered a ***** ***** Mattress Firm 2.0 by *****. It was delivered on June 3rd. Total price 575.28. This came with a 5 year warranty. During the month of November ( near the end) I began having problems with both the frame ( making a grinding noise and the mattress sagging in the centre). I am a bed ridden patient under the care of palliative Dr. ******* ******* in the Cornwall, Ontario area. I called the store on April 5th, 2022 and spoke to *****. I told her of my situation including my height and weight. Based on her knowledge of the products which Sleep Country Canada has to offer, she suggested the above noted mattress. I was then and am now still unable to walk and completely bed ridden. Therefore, based on her opinion, I purchased the ***** ***** mattress as described above. The mattress was great for the first five or so months. Once, six months approached, both the frame and mattress began to exhibit signs of failure, I began an exhausting attempt to have Sleep Country Canada resolve these problems. That date was December 6th, 2022. The frame was replaced in February of 2023 with the same product purchased, The mattress continues to be a nightmare. Attached you will find detailed notes of dates, times, names, phone discussions and absolute disregard for customer satisfaction and overall disrespect for clients. I believe that in all fairness, I have exhausted every avenue available to me to resolve this outstanding issue concerning the mattress It has been replaced 3 times with mattresses other than the one I purchased. The most recent mattress being unusable. This bed was purchased for a specific reason as was the mattress. I request a full and complete refund on the mattress so that a new one can be purchased elsewhere. ****** *** **** **********

  Business response

  29/03/2023

  Hi ********, we sorry to read of experience regarding your ***** mattress. Your comfort is important us, and our focus is to work with all our customers regarding warranty and comfort issues. Advocating on our customer's behalf with the manufacture when a warranty issue arises. I have reviewed your file and can see that ***** agreed to replace your mattress under the warranty, this exchange took place on March 14th, 2023. It was then brought to our attention, that you felt the wrong mattress was delivered and a new mattress was reselected and delivered to you on March 19th, 2023. I do not see any notes after the new mattress was delivered on March 19th, that there were any concerns brought to our attention with this new ***** mattress allowing us the opportunity to review and address these concerns with you. Please do not hesitate to reach out to our customer service team if indeed there are issues with your new mattress, so that we can work with you on finding a fair and reasonable resolution. 

  Kind Regards

  Michelle 

  Customer response

  10/04/2023

  I am sending you this short email as I attempted to reject the response from Sleep Country Canada twice but the site did not allow me to proceed.
  
  As I have mentioned to you, I am a bed ridden palliative patient under the care of De. ******* *******.  This bed was purchased for my living room and is adjustable.  At the time of purchase, I was unable to walk and called the local Cornwall store and spoke to ***** who was very helpful.  I described my situation gave her my height and weight and she suggested the ***** *****  2.0 firm manufactured by *****.  The mattress was great but began to have a sinking problem.  So I began what seems to be my unending communication with Sleep Country.
  
  ** ***** ** ********** *** **** *** *********** * *** ** ** ******** ********** ******** * ****** *** ******* ****** ****** ***** *** ******* ** *** ***** *************  * **** *** ******** ** ** **** ******
  
  Just to confirm, I am rejecting the response from Sleep Country Canada.  This bed was purchased for a specific reason and is not logical for me to continue to chase this company so that the obligation under the warranty is respected.  I had patiently gone through two exchange for was is now understood to also be a ***** ***** but sub-par to what I had purchase (***** in customer service confirmed this during a phone call) using materials which were a down grade of the original.  Sleep Country then credited my account for the purchase price ********* ** ********** *** * **** ***** ****** **** ****** **** *******) but I was forced to obtain a third mattress directly for ***** again at the store.  This mattress is an extra firm ***** and is unusable.  It is like sleeping directly on a hard wood floor.  I purchased a "4 inch toper from ****** and this did not help at at.  
  
  Continuing to call Sleep Country, having another unusable mattress has proven to be to difficult for me considering my depleting health.  I should not have this much trouble to begin with.
  
  Thank you for your time and I would appreciate your help in communicating my rejection response to Sleep Country *** ********* **** **** * **** ** *** ******** **** ********** ***** ** ***** ********** ******* **** ******** ** ***** *********
  
  Many thanks
  ******** **********
  613-935-3593
  
  

  Customer response

  11/04/2023

  Just reviewed your responses and noticed you mentioned that you tried calling both my numbers twice and no answer....I am bed ridden and have both my home and cell phones beside my bed and have personal messages on each. Maybe we can double-check the numbers so no call is missed.
  
  ******** **********
  *** *** ****
  *** *** ****

  Business response

  12/04/2023

  Hi ********,

  someone from our customer service team will be reaching out to you, so that we can work together on addressing your concerns. 

  Thank you 

  ******** 

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Today I received a phone call ***** at 2:52.  Said she would look into my file and see what she can do to replace.  She said she would call me back.  Advised her that all sleep country agents have said this and my issue is still ongoing.  I have purchased this unusable bed.  It has been in my living room for 6 weeks now and I stuck on my regular bed in my bedroom.  Sleep Country has have since December 6th, 2022 to resolve and respect their warranty.  It is rather simple.  I purchased a certain quality bed.  It was warrantied.  Three replacements later, I do not have a proper replacement.  

  At 4:25 ***** did call me back to say she is still working on it but now SHE WILL BE OFF FOR FOUR DAYS.  Will continue investigation when she returns on the fifth day.  UNACCEPTABLE.

  This appears to be a stall tacti by Sleep Country.  Terrible, Terrible customer service.

  
  Sincerely,
  
  ******** **********

  Business response

  13/04/2023

  Hi ********, 

  We will continue to do our best to work with you. Being that you are unable to visit a store to try the comfort level of our mattresses, it will take us time work with our sales team to determine the best mattress that will hopefully meet your comfort needs, as comfort is subjective to an individual and we normally prefer a mattress be tried before delivery. 

  We appreciate your patience and will follow up again as promised. 

  Kind Regards, 

  Michelle 

   

  Customer response

  19/04/2023

  
  Complaint: ********
  
   I am not receiving some responses from Sleep Country concerning my complaint mentioned in the subject line.  I rejected a response on April 12th.  Sleep Country sent a return response on April 13th which did not arrive in my emails.  I accidentally saw it when I logged on to my BBB account and checked the history.
  
  None the less, I would like to escalate my complaint within your office.  This company has been giving me the run arround since December 6th, 2023 for a warranty mattress costing less than $500.00.  The amount spent at their store was approximately  $2,350.00.  This amount is for the mattress along with an adjustable bed since I am bed ridden and am moved to this bed in my living room during the day as doctors, nurses, PSW's and my caregiver must attend to me in a more open space than that in my bedroom where my night time bed is that is not adjustable.
  
  Sleep Country has replaced the original mattress 3 times now.  Twice with a two mattress from a different manufacturer then the original  (*****) and is sub-par to what I oringinally paid for.  This was confirmed to me by ***** at Sleep Country customer service on March 14th a few hours after the second wrong sub-par mattress was delivered.  They then replaced it with a mattress from ***** which had been discontinued and is as hard as a wooden floor.  I then finally contact the BBB.
  
  The frist response from Sleep Country cited they chage the mattress twice.  When I rejected this response on April 12th, they came back on Thrusday the 13th by having another customer service clerk call me (*****)  to tell me she will look into it but is off for the next four days.  I rejected this response aswell.  Later that day, another response came in from Michelle, now citing the problem is that they woud prefer customers to come in an try the bed first.  That is another stall tactic since I did not go in to try the first bed for which they took my money rather quickly.  It is this response that I have received no email for and could not response to via the system and am therefore writting another long winded and repetative email for.
  
  Can you please help.  * ***** **** **** ***** ****** ** ** *** ******* ** ** *** ****** *** ***** ** **********

  Lastly, I want to remind Sleep Country that when they sold me both the adjustable fram and mattress totalling approximately  $2,350.00, ***** at the Cornwall store location was wull aware of my health condition and everything was done via phone.  Nothing has changed except for the fact that the entire bed unit is rended useless since March  7th.  I have been stuck in my bedroom on a non-adjustable bed with $2,350.00 spent on a Sleep Country adjustable bed unit which is rendered useless.  Forty one days later, I am still being shoved around for a warrantied product because I am disabled.

  Business response

  19/04/2023

  Hello, we are very sorry to have reached this crossroads. Our goal is always to provide our customers with a great night's sleep, and our hope in this situation would have been to replace the current uncomfortable mattress with one more suited to the customer. However, as she has been unable to test the products it is difficult to ensure that this takes place, and the original mattress is no longer available. As such, we agree to return and refund the mattress so that the customer may hopefully purchase the best mattress for them elsewhere. One of our agents will be reaching out ASAP to make the arrangements.

  Customer response

  23/04/2023

  
  Complaint: ********
  
  Hello ******** *** ******,

  I had to chose the button that said :"reject" as there is no button that says "working on"

  ******** and I have agreed that Sleep Country will be replacing the mattress that is in my home and useable as discussed on Friday, April 20th.  We have agreed that she will either send a ***** **** or a ***** *****.  ******** is aware that the delay has already been excessive and promised to call me back on Monday, April 24th to confirm which is the best mattress and which one she can deliver to me within the shortest of delays.  

  I just also wanted to add that the ***** mattress in my home remains unused and must be taken back by Sleep Country.

  Also, I just wanted to let ******** know, as I discussed with ****** briefly on Friday afternoon, that my health remains very poor.  Should I be in hospital, my mother ***** ********** is my caretaker and has full authority to chose the mattress with ******** should I be unable to speak to her.

  
  Sincerely,
  
  ******** **********

  Business response

  25/04/2023

  Hi ********, 

  We appreciate your patience while we try to determine a mattress that will meet your specific needs. As discussed I am currently waiting on the status of how soon we get a new mattress out to as there are some delays for this particular manufacture. I apologize I have had no update for you since we last spoke, but I am working on your file and hope to have info for you before the end of the week. 

  As mentioned in our discussion, I understand this is been a difficult time for you and we do not want to add to your stress. Our offer to pick up your current ***** mattress and provide a full refund still remains an option.

  Kind Regards, 

  Michelle 

  Customer response

  26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: as my email stated to you yesterday and since no response was provided to me on Monday, April 24th as promised, you will have to confirm the manner in which the refund will be submitted.   

  As you are well aware, I am palliative.  Therefore, personal accounts and items are being closed before a transfer to a long term home facility.  The credit card used to purchased this bed is one of those items.  Therefore, issuing a credit there will bounce back and God knows how long it will take your company to figure this one out. 

  Since a bed is required for a move, it is essential that these funds be provided asap.   

  My email specifically asked for you to provide a date and manner in which this would happen. 

  It must be clearly understood that any faith in "Sleep Country" doing the correct thing and not prolonging this resolution is non existent.  
  
  Sincerely,
  
  ******** **********

  Business response

  04/05/2023

  Hello, this message is to serve as confirmation. We have worked with the customer to exchange the mattress to another model which we hope will suit them. The exchange was completed April 30th. We're happy to have reached this arrangement, and if any issue arises please do not hesitate to reach out.

  Customer response

  07/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I must add that Sleep Country Canada has the worst customer service and resolution process I have experienced in my 53 years of doing business.  

  The Better Business Bureau has also rapidly gone done hill.  If anyone at the bureau takes a minute to read this. Please provide how to now officially put a personal review on your site concerning this most disagreeable company.

  Sincerely,
  
  ******** **********

• Initial Complaint

  24/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a bed/box spring on Jan 29/23 from Sleep Country. Delivered Feb 11/23.Paid $1770.94. **** *** * *** ******** *** **** ** * *** *** ********* ******* *** ** * ******* *************** **** ** ** ***** **** I needed to have a good bed to help alleviate some pain. **** ******** *** * **** *** *** ***** * ** ** * *** ** *****I only had this bed for 1 month and 7’ days before I noticed sagging at the top half of the bed ***** ****** ****** **** ****. I called Andrew W. who sold me the bed ASAP he assured me that the warranty process was quick and simple and I would have no problem because the bed was so new, ** **** ** *** ***** *** *** ****** ******** ** *** * ************* ***** ******* I have amazing support for the mattress, new box spring,heavy alloy steel frame with 9 support legs,center support up to 3000 lbs.March 18th sent request for a new mattress, filled out forms with pictures. I was told within two days I would have a response. Haven’t heard anything from sleep country so I called Andrew on March 23 to try and get an update,no response. * ** ** **** ** **** **** *** **** **** *** ***** ******* *** ** * *** **** ** ** **** *** ****** ***. I just want to have the proper bed that I paid for with no defects *** **** **** *** ***** **** ****** ** ** ****. The indent in the bed is so clear that you can literally see it when the bed is made. I am not asking for a better bed. I’m not asking for anything extra. * **** **** ** **** **** * **** ** **** ****** ****** * **** **** ******* * ****** ****** ** ******** ******* **** ** ***** ******* ** **** *** ***** *** ** *** *** ** *** *** ***** ** *** **** **** ***** **** *** *** ********* ** ******* ****** ***** ******** ** *** ******** *** **** ** **** ******** ** ********* ** ******** *********** * **** **** **** ********** **** ***** ******* ***** *** **** ** ********** ** **** **** * ******** **** **** ******** ****** ****** **** ********* **** ** ************ ********* ** * **** ********

  Business response

  24/03/2023

  Hi ******,

  Hope you are doing well. We are sorry to hear about your experience so far. Our records indicate that your warranty claim was approved and an exchange is already setup and scheduled for delivery on March 26th. I will reach out to you directly as well. We apologize for the inconvenience and hope to rectify this issue as soon as possible.

  Regards

  Customer response

  25/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference and find that this resolution is satisfactory to me. Thank you from the bottom of my heart for your help! Without the BBB I probably would not have had the warranty honoured. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  23/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a mattress online from ***** Canada. Their website advertises free delivery and returns. Tried the mattress for a couple weeks and decided we didn't like it so I started the return process. In Canada *****'s order are filled by Sleep Country Canada. Sleep Country told me there are not free returns, it is exchange only and I would have to pay a $50 re-stocking fee. I contacted ***** via online chat and they told me I was entitled to a free return. Sleep Country refuses to process my return.

  Business response

  23/03/2023

  Hi *****,

  Hope you are well. We are sorry to hear that you are not happy with your mattress. Sleep Country is the exclusive retailer of ***** mattresses and unfortunately we only offer exchanges if you aren't satisfied within the first 100 nights. If you purchased the mattress directly from the Vendor (*****sleep.com) then their return/exchange policy would apply but they don't to Canada through their website. Our return/exchange policy is available on www.************.ca under delivery and exchanges. We understand that you have already purchased a mattress elsewhere. I will reach out to you directly through your email address to go over some options. We are sorry for the inconvenience and hope to get the matter resolved as quickly as possible.

   

  Regards

  Ray

  Customer response

  24/03/2023

  
  I am rejecting this response because:

  The ***** Canada website clearly states that they offer free delivery and RETURNS within 100 Days. ****** *** *** ******** *********** *********** I contacted ***** via their online chat and their representatives confirmed I am entitled to a free return.
  
  Sincerely,
  
  ***** *****

  Business response

  24/03/2023

  Hi *****,

   

  I have responded to you directly via email. I will reach out to you next week with an update.

   

  Regards

   

  Ray

  Customer response

  28/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

*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. ↩