Customer ReviewsforSleep Country Canada

I purchased a mattress from sleep country and it had an absolutely awful smell to it. I filed a warranty claim and called Sleep Country regarding exchanging the mattress through the comfort exchange. Each time I was told it was going through, but I did not receive any correspondence from regarding picking out a new mattress. After calling multiple times I would just get a “I will speak to the manager and call you back”. I never received any call backs. Now, the comfort exchange is passed and they say I cannot exchange. Which means I have to deal with a very low quality, horrible smelling mattress. Terrible customer service.

Hi *****,

Hope you are well. We are sorry to hear that you aren't pleased with your mattress. If your mattress was purchased recently and you have exceeded your 100 nights of comfort guarantee, please contact our customer service team at ###-###-#### to have one of our associates review your file. Exceptions can be made in certain situations but we will need to thoroughly review your request.

Regards

Ray

Purchased a ***** earth mattress and within a year of use, mold was found only on the bottom of the mattress. I have contacted sleep country regarding the issue and a claim was initiated by the first representative, Peter. I was instructed to contact the manufacturer of my mattress, ***** and was later told by ***** that they didn’t make my mattress. Then I followed up with Sleep Country, and was ghosted for a month, no one replied to my emails nor the ***** email. I finally found time to follow up with Sleep Country again, and was upset by the second representative, Andrew, who told me that mold was not covered under warranty *** * ** ******* *** **** ******** ***** ***** ****** ******* ***** “ Sleep Country will not take any action regarding the moisture on your mattress, as this is not considered a defect in the mattress. ***** was a mistake made by the previous agent, who is not the manufacturer of your mattress. However, your issue with mold is unrelated to *****, and mold is not covered under the mattress.” My full email chain with Sleep Country went back and forth for three months, Sleep Country definitely wasted their own time as well as my time. Why initiated a claim for me and told me to contact the manufacturer? And three months later the claim is suddenly disapproved by Sleep Country? This way of doing business is very unacceptable. I asked the second representative Andrew twice about the complaint process and he never wrote back to me on this matter. *** *** ** *** **** ***** ***** * ***** **** ** ************** *** ********** *** ********* **** ********* ***** **** ** ****** ****** **** ****** ** ** ******** **** ***** ********

Hi ****, Hope you are well. We are very sorry to hear about the issues you are having with your mattress. We would also like to apologize for the lack of follow up from Sleep Country and the Manufacturer. The warranty of the mattress is provided by the manufacturer and unfortunately molding issues are not covered under warranty. Molding issues are related to the environment and is caused by moisture or if the mattress is stored in a damp area. We can certainly assist with a discounted price towards a new purchase. Please contact our customer service team at ###-###-####. Regards

At the time of purchase sleep country mention there is no admission fee promotion going on and later they charge me extra items along with admin fees

Hi ****, Hope you are well. We are sorry to hear that you weren't pleased with your transaction with us. Sleep Country does not charge any admin fees but if you financed your purchase through ******* and depending on your plan, there maybe fees charged by the financing company. Please contact ******* directly for more information. Regards

At the time of purchase I got informed by sleep country merchant sales representative givind that “” no admin fee promotion going on “ it means that I should not get charged Wrong expectation set by sleep country 1. I raised this issue at merchant in October 2023 and got answered from merchant in June 2024 is it that hard to approach manager for the decision in sleep country ? Who will responsible for the interest that raised during this time frame ? My efforts my time / energy that I spent in this issue ? This also effect my credit score badly ? Who is responsible for all this cost ? 2. In October 2022 I raised this issue at merchant store and got informed that issue has been fixed but in actuall this issue never fixed please tell me who is responsible for this $500 interest that generate because of your sales representative mistake Sleep country offer me $50 credit only is that justifying able As a customer We Donot know ******* directly all we know is sleep country . What ever sleep country will explain we will believe but unfortunately sleep country sales rep setting up wrong expectation to increase their sales I can provide you the proves as well that how many times I approach sleep country and asked for manager but your sales representative Amrit always guide in wrong direction provided warranty claim dept to resolve this issue and said we Donot have a manager Is that true sleep country do have any manager to resolve customer issue ? Please tell me who will pay this $500 charge on my acccount ?

I feel like I am dealing with used car salesman. They never told us that the beds we bought did not actually qualify for the hundred day sleep guarantee, in fact they basically **** and told us there was a 100 day guarantee. Every time I call in, no one is helpful, head office says it is totally up to the store, and the store says they can only do it if head office approves it. Everyone shifts blame on the other so that you run in circles. I have no respect for this company *** **** ********** ***** ********* ** and that I am out $10,000. ***** **** **** **** ******* ***** ** ** *******

Hi ****, Hope you are well. We are sorry to hear that you are having issues with our 100 nights comfort guarantee program. The 100 nights of comfort apply to mattresses purchased, if you aren't comfortable on them, we can offer to exchange it within this timeframe. The adjustable bases are final sale items and they can't be exchanged. Since you are still within your 100 nights of comfort guarantee, you can visit a store to exchange your mattress. If you do not like your adjustable base and want it exchanged, there is a restocking fee of 25% or 50% restocking charge on returns for refund. Please contact our customer service team at ###-###-#### for more information.

Thank you for your response and for actually clarifying that you can exchange or refund the adjustable bases, for a significant restocking fee of 25% or 50%. I believe it is the company's responsibility to let customers know when they make a purchase that it is FINAL SALE. We were never told that the adjustable base was final sale (however, you are now saying you can exchange for a very large restocking fee, making it almost impossible for anyone to even want to do that.) There are no signs in the stores and the sales person we dealt with, David, in Owen Sound, at no time told us it was final sale. As I said, he even lead us to believe that the entire purchase fell under the 100 day guarantee. How would a customer know it was not included if no one told them, and there are no signs in the stores? As I said, we feel mislead, and even lied to, whether by omission, or eluding to the fact there was a guarantee we could fall back on. We now have mattresses and bases that we are not happy with and are looking for a better solution than simply paying 50% of the cost to do an exchange. I expect Sleep Country to make this right, or have policies or training programs that make sure the customer knows their rights. ** **** ******* ** *** **** ** **** ***** ****** ******* ***** ***********

I specifically asked about sidewall collapse. *** ****** * *** ******** *** * *** ********* I was assured if such thing occurred; my mattress would be under warranty. I was also told if I did not buy the mattress protector my warranty would be void. The mattress protector had the same 10 year warranty. When I queried same, I was told they no longer carry that product, asked for my number... and never called back. As the sidewalls started to collapse on both sides (as I rotate my mattress) I took pictures (that included a ruler) and went to the store I bought it from. I was told by the store; the failure was significant and I should contact warranty and she provided contact information. I contacted Sleep Country Canada for mattress warranty fulfillment. I was then sent a link for said warranty request. After 5 requested pictures are submitted. Submission page states may take up to 4 business days to reply, approximately 6 days later I was sent a very impersonal rejection letter “ dear sir/madam “ I phoned the next day, I was told my case was closed; I talked with the person until they reluctantly gave me a customer service email. Same day I received an email that representative would contact me. Days later emails are exchanged, I had submitted 10 additional pictures that were requested. I had sent a picture of every corner , was told each time I sent “ the wrong corner “ several times, I sent full pictures of the mattress where I was told my mattress warranty is void do to stains. There are no stains. When I had called the customer service number and had ask to speak to a manager I was refused. I personally don’t understand if I had to buy their specific mattress cover (that I had used the whole time; because if you don’t use their mattress cover it voids that warranty). How my mattress could have stains, which it doesn’t. Furthermore even if the mattress had stains how would that impose a problem of the lack of structure in the defective product sold to me?

Hi ********, Hope you are well. We are sorry to hear that had some issues with our warranty claims process. If you can please provide a picture of the full surface of the mattress in good lighting showing there are not stains, we can proceed with your claim. We had reached out to you in December of 2023 asking for an additional picture which was never received. If you can please email it to our customer service team at **@********************.ca with your customer in the subject line, we can certainly re-open your claim. Regards Ray

Hi *** The last email between me and your customer service representative was Dec 14th 2023 9am Est time  'Thank you for the updated pictures. Unfortunately, there is still discolouration on the mattress. We cannot move forward with the warranty.' Quoted directly from the email. Claiming you asked for new pictures and never received them is false. I can provided emails.  Regards 

I bought 2 beds from them. The first started sagging a month in. They allowed me to exchange it under the 100 day satisfaction warranty which I did. The second bed was memory foam. After sleeping in it for 2-3 hours, I'd wake up with the sensation of sleeping in a hole. They approved a 2nd exchange and gave me a deadline until May 31 to choose a different bed. Today is June 1. I called first thing this morning to give them my choice. Because I am calling 9 hours late, they are no longer honouring the second exchange. That is shameful! I believe that the beds in the showroom are of different quality from the beds delivered to your home. I also feel that management is completely unreasonable. I will never buy from them again!!!

Hi ******, Hope you are well. We are sorry to hear you had passed your deadline for the 2nd comfort exchange. We only offer 1 comfort exchange during the first 100 nights so the 2nd comfort exchange was an exception which should have been completed before May 31st. Your mattress is still under warranty so if there are any warranty related concerns, you can also open a claim. We apologize for the inconvenience. Regards

I called first thing the next day. Is there any reason for not honoring the exchange because I didn't call exactly on May 31st? I didn't think you would be this inflexible. I didn't realize we had entered a contract. I think it is unreasonable on your part.

I'd like to add to my previous comment that the reason I want to return this bed is because after sleeping in the same position for a couple of hours, it no longer supports my body and it feels like I'm sleeping in a hole. The reason I cannot return it under warranty is because as soon as I change positions, it bounces back. There are numerous complaints online about this problem with memory foam, in other words, it would appear this is a known problem. I thought your sales people were sleep experts and would have known this. I had asked your sales people to sell me a mattress that would give me good support as I have a back and hip injury and this mattress does not meet this need. I was sold a bad product.

Horrible experience. Inspite of real problem, my warranty denied due to stains where there is no stains in the matress. I shared all the photos. I will optimise and make viral of my reviews . The upper layer is separated and is having a hump. I am also putting this to consumer grievance cell. Thanks. ******* ** ***********

Hi *******, Hope you are well. We are sorry to hear that you were not pleased with our warranty claims process. 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. One of the things on the criteria is that the mattress should be free of stains, rips and tears. If your mattress does not have any stains, please email us a picture showing the full surface of the mattress in good lighting to re-assess your claim. You can email us at **@********************.ca with your customer#********* in the subject line. We will review the pictures and get back to you. Regards

**** **** *** during a warrenty exchange make u take picture after picture and still deny that u took the right picture or that you didnt take the picture on the 3rd Tue of the month during a solar eclipse while standing on your head

Hi *******, We are sorry to hear that you had some issues with our warranty claims process. The warranty is provided by the manufacturer of the product and they do require certain types of pictures in order for us to properly assess your claim. Our records show that you were approved for the defective mattress and the exchange has been scheduled to take place on June 15th. Please contact us directly at ###-###-#### if you have any further questions.

We had the very best buying experience with Judi R. She was working with two other sets of clients when we walked into the store. While she expertly serviced their needs, she also was able provide us with the information we needed to make a decision. When it came time to figure out billing, she was creative in making certain we received every discount available to us. This amazing person is your greatest asset. We have purchased from Sleep Countey twice before and at no time did we receive this kind of attention and appreciation for our bottom line. We will be back and we will be telling all of our friends.

Hi *****, We are glad to hear that your shopping experience with Sleep Country was a positive one. We appreciate your feedback and will definitely pass it along to Judi's manager. Thank you again for shopping with us. Regards Ray