ComplaintsforSleep Country Canada

• Initial Complaint

  15/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I received my mattress on January 11th 2023 and within a month of using it * ******* ** ********** **** ****** ***** * **** ******* **** ** *** ***** ******** ** ********* ****** *** ** ** ******** *** ** **** **** ** *** *** ** ** ***** ** ******* ** * ***** *** **** **** **** ******** ** ** *** *********  There are impressions of 1.25 to 1.50 inches across where my shoulders and feet would be - leaving a "hump" in the middle. I filed a claim with Sleep Country and they stated "this is normal wear and tear" There is no way this is normal wear and tear for a mattress this new. ** ** ** *** *********** ** ** ****** ******  I asked to speak to someone higher up in management and the company did not reply back. I was advised this mattress would 100% work for my issues and it *** **** ** ******** *** **** ** **** *** *** ******** *** *** *** **** ***** ***** ** * *** ** ***** *** * *** ****** ******. I even asked if I could upgrade to a ********** and they did not respond. ** **** ***** I would like a refund as I can not use it. *** * ******* **** **** **** **** **** *** **** *** ***** ******** **** **** ****** ** ***** *** ** ** *** *** *** ************* **** ** * ******** ** *** **. * **** **** **** ********** **** **** ******* ***** *** ******* **** ******* **** ****** ** a mattress that is already showing signs of degrading. Mattress: ***** ****** King Item * **** ** ****** **** *** Date delivered: Jan 11th 2023 Price: $3149

  Business response

  15/03/2023

  Hi *****,

  Hope you are doing well. We are very sorry to hear that you are having issues with your mattress. We also apologize for the lack of follow up from our management team. I will reach out to you directly to go over some options.

  Regards

• Initial Complaint

  13/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just been trying to get an electrical part that broke on my lifestyle base. First got hold of Sleepcountry Dec.20/2022. Have talked to someone 7 times since, and been to the store 4 times. I just want my bed fixed, which is under the extra warranty I purchased.

  Business response

  13/03/2023

  Hi *****,

  We are very sorry to hear that you are having issues with your adjustable base. I have escalated the matter with the company that handles the extended warranty claim and have requested them to contact you as soon as possible to rectify the issue. We apologize for the delay and will make sure the issue gets resolved as quickly as possible.

  Regards

   

• Initial Complaint

  10/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 13, 2023 I placed an online order for two mattresses. The total came to $486.12. I paid by credit card. I received four mattresses instead of the two I ordered. I have been trying to deal with customer service to figure out how to return the unsolicited merchandise. I was sent a ***** return label for one and a Canada Post label for the other but was then told not to do anything as a manager would be reviewing and would give me further direction. When I didn’t hear from the manager, I called again and was told to bring them to the store *** ** ***** *****. ** * **** ** ***** *** ***** ** *** ***** *** ***** *** ***** ** ** **** **** ** **** *** * ***** ******* Today I obtained a second ***** label so that I only have to deal with one carrier, otherwise I would have had to deliver one to the post office and arrange for ***** to pick up the other. **** ** *** **** ************ *** **** ****** **** ** *** ***** ** ****** **** ***** To top it off, Sleep County has charged my credit card for two orders - my real order and the unsolicited one ****** * ******* ** ******* *** *** ** *** *** ******* ******** ********** ****. I now have two charges of $486.13 each on my credit card. * ***** **** *** ****** ****** ******** *** **** ** ****** * ******* **** ** ****** **** ******* *** *** **** **** * ********* **** ******** ***********

  Business response

  21/03/2023

  Hi *******,

  We are very sorry to hear about your experience with Sleep Country. I am investigating the matter and will reach out to you directly if necessary. We hope to resolve this issue as quickly as possible. Thank you for your patience.

  Regards

  Customer response

  21/03/2023

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

• Initial Complaint

  18/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Saw pillow that was advertised to reduce neck pain and misalignment of head and neck. Contacted their sleep specialist and discussed my concerns , how I sleep etc. she advised me to buy a certain product after discussion because she stated it would be best to prevent neck pain and misalignment. Pillow arrived and it was huge and not at all ergonomic. Tried to return for refund or exchange and they refused because shipping package was opened (no other way to look at pillow). ***** ********** ** ****** * ****** ** *** ********* **** ** *** ** ********** *********** **** **** ********** *** refuse to take it back when it was not as advertised

  Business response

  28/11/2022

  Hi *****

  Hope you are doing well. We are sorry to hear that you are not happy with the pillows that was purchased with us. We will contact you directly to go over some options.

   

  Regards

  Business response

  01/12/2022

  Hi *********, 

  We tried to reach you on Nov 28th, but we are sorry we were not able to speak. We are sorry that you are not happy with the pillow and would like to offer you a Gift Card in the amount that you paid $80.00. You can use this towards another pillow. We are not able to return the product for a refund as it has been used. 

  Please let us know where we can mail the Gift Card to. 

   

  Thank you 

  Customer response

  01/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18420546, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********* ******* ********** ***  ******* ******* ******

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2019 we purchased a ************ mattress through Sleep Country Canada. At this time, we were told we could purchase a refurbished mattress at a discounted price and still be provided the 10 year warranty on the mattress. In 2020 we had an issue with our refurbished mattress of mold growing on the base ( it has always had a mattress cover on so no stains on the top). After Sleep Country reached out to ************, they replaced the mattress with no issues. When the new mattress arrived, the delivery people indicated that there was NO issue with the base we were using and the issue should not happen again, Sleep country did not provide us any details from their correspondence with ************ on how we could manage our mattress effectively. Last week we were putting in yet another claim with ************ as he had a 1.5 inch sag on my husbands side of the mattress, we were asked to provide a picture of the security tag and at this time noticed t mold was mildew and a large moisture stain was starting to grow yet again on his side, nothing on my side of the bed. My husband is a hot sleeper which is why we were told this mattress would be good for us. After a week of back and forth with ************ and Sleep country we were advised nothing would be done for a replacement or store credit of our purchase value. ************ also indicated that no matter what Sleep country had, and is still, telling us to this day there is NO warranty on mattresses that are not purchased in NEW CONDITION. Sleep country offered us a coupon if we purchased another mattress from them directly. We are unsure if we will use this as the issues we currently are having have not had a favorable outcome. No matter what we need to purchase a new mattress immediately as sleeping on mold is not something we are willing to do and neither company is willing to offer any solution for a refund/full credit as we were told we would receive at the time of purchasing the mattress.

  Business response

  30/11/2022

  Hi *****, 

  We are sorry to that you are experience this issue with mold your mattress. As you noted we have reached out to the manufacture on your behalf to see if this is something they will allow replacing under their warranty. Sleep Country Canada also has to abide by their warranty guidelines and any decision they render regarding coverage. 

  The 1st mattress was replaced as a gesture of goodwill, as mold is not something covered by any manufactures warranty. this is due to the fact that there are many different reasons why you might experience mold, all relating to the environment in which the mattress is used. Such as, humid room, linens/bedding/mattress protector not dried thoroughly before placing back on your mattress, perspiration are a few reasons. 

  While this is not something that is covered under your manufactures warranty, Sleep Country Canada would like to assist you with getting in a comfortable and safe mattress by offering you a discount towards a new purchase. 

  Please reach out to our customer service team, so we can discuss this offer in detail 

  Kind Regards 

  Customer response

  30/11/2022

  
  Complaint: ********
  
  I am rejecting this response because we have already replaced the moldy mattress we had. At this time a discount on a mattress when we were well within the 10 year period from the manufacturer is unsatisfactory. When we spoke to Sleep Country we were advised we would have a warranty for the full 10 years, however after speaking with *********** they have advised they will not warranty the mattress as it was a refurbished style mattress from a sleep guarantee. They indicated any mattress purchased as this SHOULD NOT be stated as a full warranty and if we had known that *********** would not provide the 10 year guarantee we never would have spent the money on it. Also we had confirmed with Sleep Country our bed frame was more than sufficient as well we do not live in a humid area of the world and have never had any issues with any other mattresses we have had including the ones for our children. It also only happened on one section of the bed where my husband slept so it is not like the whole mattress was affected. 

  At this time we would like a refund or a gift card to the store that can be used for something else. 

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

  Business response

  04/05/2023

  Hello, I see that this was closed as unresolved and though some time has passed I would like to make sure that we are properly addressing the concern. As a point of clarification on the warranty, although ****** as a manufacturer does not (typically) provide coverage on a model not considered "new", it is a concession they have made to us as a business that we expect them to honor it. Regardless, after the first exchange was done, the new ****** mattress delivered was actually brand new, and therefore entitled to the full coverage. Our specific challenge encountered with ****** is that mold is not part of their warranty. Looking back I see in November we had made an offer for a discounted new purchase as the warranty was not a path forward for us, and that a new purchase was made towards the end of the month. That said, we would also be very happy to extend an offer of a Sleep Country gift card of $200 as we understand this was a frustrating and difficult situation, and we would love to have another opportunity to provide a better experience on a purchase. 

• Initial Complaint

  25/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After spinal fusion surgery, I went to SLEEP COUNTRY about 18 months ago to buy a FIRM mattress to support bones properly. After 2 tries I bought top of the line model and spent $6000.00 savings from pension. I am 75 and have multiple health problems, spine, heart and lung. I stressed that I needed a FIRM mattress to support my back. Salesman said after 2 tries I could not exchange again. I noticed that there was the word "soft" on the bottom of the mattress but did not complain as I had been cut off the 100 night trial terms. I have struggled with increasing pain in back and legs which only gets worse every night on this mattress. I never had 100 night trial, which was voided by his announcement that I could not have another exchange. I never have had the comfortable night's sleep they promise in their ads and the mattress certainly was not fit for the use intended. Also, 2 adjustable bases had to be returned with hydraulics quitting. This month the wiring on the remote control burst out of the cover and sparked and died and I waited 2 weeks to get a call from the manufacturer and I am still waiting for the new one. I need to exchange this mattress for a spring/coil mattress to support my back. My leg muscles are seizing up and spine is crooked on this mattress and I am afraid that it is wrecking my spine and legs. I finally could not stand any more pain and asked for a FIRM mattress. They replied that it was a comfort problem, it had been too long in my home and offered 50% discount voucher on a new bed. What about the $6000 already spent with them? I keep emailing and asking for a Manager's name and address but they sat they don't have that info. One customer Service agent said she "didn't have time to listen to my complaints as it was a Thursday before a long weekend", and she slammed the phone down on me. They take weeks to reply to my mails and keep asking for my reviews on their Customer Services and do nothing. I need a FIRM mattress.

  Business response

  26/07/2022

  Hi ******, we sorry to hear that you are not finding your mattress purchased with us in 2020 is not meeting your comfort needs. We do provide our customers the opportunity to try the mattress out for 100 nights to ensure the comfort is suitable. This comfort exchange is a 1 time accommodation, that we allow if unfortunately the first mattress is not working out for you. As per our records, I see that the mattress was exchanged twice in 2020, where we did allow a 3rd comfort exchange as a special accommodation in hopes that we could find a more comfortable mattress for your needs.
  While we are unable to extend any further exchanges, we are happy to work with you by providing a discount towards a new purchase as offered to you previously. We are also working diligently with the vendor to have your concerns with your adjustable base taken care of.
  Should you have an additional questions please do not hesitate to reach out to our customer service team.

  Customer response

  26/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Wrong mattress delivered, noticed later. No 100 night trial on final mattress. Mattress us getting so soft that I sink in the middle. Was told I the mattress was the best for my back so I trusted the salesman. Has become Health problem due to softness. Why would I pay a discount for a new mattress when the third one was the wrong one?? I have used my savings on this bed and cannot get a good night's sleep; they advertise comfort guaranteed and the bed does not provide it, I was refused 100 trial which is guaranteed. False claims and ads. Seniors beware, been used for cash!

  Business response

  04/05/2023

  Hello, I see that this complaint was unresolved at the time. We have been in communication with the customer for other issues, and I wanted to make sure that this was properly addressed. At the time, we offered a discount on a new purchase as it had been two years since the purchase and our Comfort Guarantee no longer applied. I don't see that this was taken advantage of. Has the comfort of the mattress improved, or does the initial complaint (sinking in) remain? We want to make sure we are providing a comfortable night's sleep to our customers.

  Customer response

  05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:  as stated, I did not deal with delivery of the mattress and only noticed the mattress was soft very muh later.  I would necver have ordered a soft mattress after spinal surgery.  I always asked for a firm one.  I am suffering more with this mattress and it has got softer with time.  I also have put on weight with immobility issues which is not supported by this mattress.  I will certainly not give them any other cash after spending $6000 and NOT RECEIVING THE CORRECT MATTRESS IN THE FIRST PLACE.  As a consequence my back is much worse than it needs to be and this is because i need a FIRM one.  It has been by far the worst bed I have ever had in my llifetime.  My husband passed away at Xmas and I am having to cope alone and need a proper night's sleep, which I have NEVER had with this bed. All in all a huge mistake to buy from this company.  It would be interesting to know how many more complaints are filed against this company.  Some research involved.  I NEED an exchange (final) to a firm mattress in this top of the line model at no further cost and haulaway of the used one.  Then I might be able to cope with everything and I will gladly withdraw the complaint.  That is the only solution for my back pain and there is no more cash available.  I spent my savings on this purchase and wholly regret it.  For he company to keep harping on about "too late" or "comfort problem" shows that they are not taking my explanation seriously and do mot want to be involved in a solution.  Their sales staff made an error and they will not admit it, he ordered the wrong one after being told many times instore that it must be a firm mattress to support my back surgery.  Pleas show a little empathy and see how it has affected my health, not for a comfort issue but a wrong delivery.
  
  Sincerely,
  
  ****** ********

  Business response

  08/05/2023

  Hi ******,

  Hope you are well. We are sorry to hear about your husband passing away. Our condolences to you and your family. We are also sorry to hear that the issue with your mattress hasn't been resolved yet. Our records show that you upgraded one of your mattresses in July 2020 to a *** ****** Blue mattress from an ***** ****** and paid for the difference in price. This was a comfort exchange which we provide to all our customer's that are within the first 100 nights of purchase. Unfortunately too much time has passed (almost 3 years) so we aren't able to provide a comfort exchange however if there is a warrantable defect with your mattress, we can definitely open a warranty claim. We understand that the mattress is causing severe health issues and you are struggling with getting a proper nights sleep. The warranty on the mattress is provided by the manufacturer ***********. We can try to get your mattress replaced under warranty as long as it meets certain guidelines. The body impression or sag on the mattress has to be 0.75 inches or more without any pressure being applied. Please email me directly at ***************@************.ca so we can explore some options. Please include your customer#********* in the subject line.

   

  Regards

  Ray.

  Customer response

  23/05/2023

  The situation remains the same.  Why I should pay 50% on a new mattress is beyond me seeing that the wrong mattress was originally delivered.  This matter will never be resolved unless I receive the mattress I should have done in the first place.  As far as I am concerned they obviously don’t care about their customers’ comfort else they would be delivering the correct mattress to me now.  As far as I am concerned they had $6000 out of me and I am left with a bed that hurts my spine, contrary to their claim that they offer a good night’s sleep.  It couldn’t be further from the truth.

• Initial Complaint

  14/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 25th 2022, I purchased a mattress and Laura adjustable base from the Oshawa Sleep Country store. The base was a floor model and we were told that it would be final sale. Upon delivery the base was damaged (tears in the fabric that were clearly cause in transit bc the bag it came in was also ripped). The delivery man said he does not work for the company so to call the store. The delivery men left us with the base and mattress but did not install. I called back to arrange an installation. The same men returned, but were unable to get the base up our staircase. In the process they put a dent in our wall and our banister. Once again the 'installers' said they do not work for sleep country and therefore didn't know what to do. I called back for an additional installation service. A third group of different delivery men came and brought the base upstairs, but informed me that the base was missing its essential remote control. I was asked to call the company and ask for a replacement. The replacement was sent, with no instructions for pairing with the base. I called costumer service and spent over 30 minutes with an agent attempting to pair the device. They concluded it was not working so we ordered another service appointment. The service person arrived and spent some time attempting to pair the remote to the base. He was unsuccessful. This service call was on July 8th, 2022. I was hoping for a call to give next steps but no call arrived. It has been 6 weeks and we have a ripped non operational base, wall damage and no customer service outreach. Each time I wait for a service call I have to make sure I'm home the whole day. It has been 4 days for service calls up to now. Floor model with final sale conditions aside, we purchased this item for $1799.00!! We're extremely dissatisfied.

  Business response

  02/08/2022

  Hi Catherine, we apologize for your overall experience and that your adjust base is still not functioning as it should!
  As explained today when you spoke to one of our customer service reps, you adjustable base will be exchanged for you. Your sales representative will guide with you the next steps. Should you have any questions please do not hesitate to reach out to our customer service team. 1 888 753 3788
  Kind Regards
  Michelle
  
  

• Initial Complaint

  04/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased a mattress from Sleep Country online on Aug 25th, 2021. When the order was placed, a calming spray was added to the shopping cart for free and I paid using a credit card. The total amount was $1,219.38. There was no Estimated time delivery, but the mattress was allegedly in stock according to the website. On Sept 8th I contacted support to understand what was taking so long and they told me the spray was out of stock. They apologized and said the order should be dispatched by the end of the day. On Sept 9th the spray was delivered, but not the mattress. The ***** status for the purchase is still "Pending delivery" and at Sleep Country the order is "In progress". I had purchased the mattress 1 month before the date I needed it and now I am sleeping in an air mattress, no idea for how long because of this.

  Business response

  04/10/2021

  Hello ********,
  I am sorry to hear that the mattress you ordered has been delayed, I would like to investigate further but was not able to find your account. Your name nor email does not pull up anything, unfortunately the phone number had digits missing so we were not able to use that to locate the account either. Please if you can provide the order number or phone number associated with the account so we may look into this and expedite for you, alternatively you can call the customer service line at 1-888-753-3788 and ask me me directly and I can look into this for you.
  regards,
  Carol
  

  Customer response

  05/10/2021

  The order number is ************.
  That's another user experience complaint we can deal with later on. The register form was offered only after I placed the order, so now when I sign in, I cannot see my order. I have to check it using the fore-mentioned order number as an unsigned user to have access to its staled "pending" state.

  Business response

  06/03/2024

  Hi ********,

  Hope you are doing well. We were was just in the process of reviewing some of these claims from our customers that have been closed by the Better Business Bureau site as unresolved. First off, I wanted to provide an apology for the poor service experience and lack of follow up. We understand that the problem originated in August 2021 due to delayed shipping of the ***** ***** mattress. The order was eventually cancelled and a refund cheque was issued. If you still haven't received the refund, please email me directly at ***************@************.ca with your customer# ******* in the subject line. If you have received your refund, we sincerely apologize for any inconvenience this may have caused. If the matter is resolved, please proceed to close this case. We thank you for your time and patience.

   

  Regards

  Ray

*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. ↩