Complaints

This profile includes complaints for Sleep Country Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sleep Country Canada has 146 locations, listed below.

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  Sleep Country Canada

  7920 Airport Rd Brampton, ON L6T 4N8

• 

  Sleep Country Canada

  94 Fanshawe Park Pd E London, ON N5X 4C5

• 

  Sleep Country Canada

  522 Montreal Rd Ottawa, ON K1K 0T9

• 

  Sleep Country Canada

  M3-81 Riocan Ave Nepean, ON K2J 5G5

• 

  Sleep Country Canada

  1009 Daze Rd Ottawa, ON K1V 2G3

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In my letter to the BBB in Halifax, I described how Sleep Country has refused to replace my mattress because it has a stain on it. There is some discolouring due to my oily skin. The stain is minimal and has nothing to do with the actual complaint(which is a split seam on the side). The mattress has a 10 year warranty(this is year 7). They say it is unsanitary, so they refuse to handle it. I told them they do not have to touch it just bring me a new mattress. The excuse that any stain voids the warranty is ridiculous ! They would never have to honour any warranty-- how convenient ! They also say they can't replace the bro*** mattress retainer bar assembly. The answers almost sound like an AI response. The complaint request file is #******. Sleep Country is not co operating with us at all. I hope you can help us out Regards, *** *****

  Business Response

  Date: 13/01/2025

  Hello ***,

  Thank you for taking the time to reach out in regards to your warranty. A member of our management team will be in touch within 2 business days to review this with you.

  Have a great day,

  Customer Answer

  Date: 14/01/2025

  
  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

  Date:23/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive sale on ****** pillow bought a ****** pillow from the store based on the salesmans push that it provided 12+ hours of cooling. Then we went back and said it was only 4 mins he changed his tune that no it adjusts to your body. I asked how is that cooling and he said that is regulating even though before he said cooling. To top it off ****** offers a 30 day trial and full refund if we bought from them but Sleep Country will not honour it. Deceptive selling and no support after. If that is what you want go there.

  Business Response

  Date: 07/01/2025

  Hello **,

  First we apologize for all the inconveniences this has cause you.  One of management team will contact you soon.

  Thank you!

  Customer Answer

  Date: 08/01/2025

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

  I have received no call from them to resolve the issue so nothing has been satisfied

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

  Business Response

  Date: 29/01/2025

  Hi BBB,

  Our records indicate that a refund was provided in the amount of $232.89 on January 13th, 2025.

  Thank you,

  Sleep Country Canada

  Customer Answer

  Date: 29/01/2025

  
  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

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to visit Sleep Country at ** ******* **** in Etobicoke. Both my common law spouse and I went in and told the sales representative by the name of Manish B. that we are side sleepers and I have osteoarthritis in my spine and sciatica as I felt it was very important for Manish to know this before showing us mattresses. Manish sold us a memory foam mattress. The mattress felt comfortable in store, when it was delivered on October 12, 2024 and even up to now November 11, 2024, the mattress is still rock solid. It's uncomfortable, the mattress feels like someone switched the mattress cover onto another mattress at the warehouse before shipping it to us. I was also not aware that this store I went to sold pre-certified mattresses that no one at customer service is able to help us with! Manish did not disclose that there were no returns or exchanges on this mattress. At the store, we were only told that we had to wait a minimum of 21 days before customer service could help us since the Sleep Country website does mention refunds and exchanges. Both my partner and I have been back and forth talking with the store and customer service and no one is willing to help us. My partner and I visited another store and the sales representative from the other store (****'s) was shocked when we told them this whole story that Sleep Country sold a memory foam mattress to a couple of side sleepers and I have osteoarthritis in my spine and sciatica. On one visit to the ******* Sleep Country store, Manish was on the phone with a customer service representative and the customer service person wanted to speak to me. I spoke to her on the phone and she notified me that I would be eligible for an exchange after 3 weeks was over. She said they were willing to break that one rule about the policy for customer service sake and now no one is honoring that.

  Business Response

  Date: 19/11/2024

  Hi ******,

  We are sorry to hear about the experience you have had with our service and your mattress as this is not at all what we want for our customers. Your case has been forwarded to our management team who will be giving you a call shortly to discuss and provide a resolution.

  Thank you,

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a ***** memory foam mattress in January of 2021 and in January of 2024 a split started to develop as the layers of the memory foam have started to separate at the factory seams as if the glue is no longer holding or wasn't properly affixed in the first place. Now I have been back and forth with Sleep Country for a while now as they are claiming the mattress has split due to me sweating at night and that the entire mattress is stained yet I have had a mattress protector on since day one and there are no actual stains on the mattress or cover but because the foam is a yellowish colour they are claiming it is due to sweat yet all photos online show the foam being a yellow colour and they have failed to outline any stains in any of the photos I have sent, they just reject it stating the mattress is stained, but in the photos you can see it is splitting at the foam seams. I just want the foam replaced or a new mattress.

  Business Response

  Date: 03/06/2024

  Hi ********,

  Hope you are doing well. We are sorry to hear that you are having issues 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. The manufacturer has reached out to us regarding your file and we are in the process with working with them to get your warranty claim sorted out. You should hear something back in the next few days.

   

  Regards

  Ray

  Customer Answer

  Date: 03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been in contact with ***** International since May 1st and it wasn't until last week where they finally asked for my information. They just keep trying to delay things and say it's not a valid claim while the mattress is getting worse affecting my sleep.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 28/01/2025

  HI BBB,

  Our records indicate that the ***** mattress for Mr ***** in question was replaced on July, 3rd 2024 so this issue should be resolved.

  Thank you 

  Sleep Country Canada

  Customer Answer

  Date: 29/01/2025

  
  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

  Date:20/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:19/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:16/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:13/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 07/04/2024

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date:21/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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