Sleep Country Canada

On December 1, 2012 I contacted the Customer Service line to request the exchange of the king size mattress that i bought five years ago after the coils were broken from the both side of the mattress. These broken coils has caused injuries to both myself and my two and half years old son. As requested I sent costumer service the pictures of the mattress showing the broken coils. It was explained to me that the matter should be resolved within two weeks at maximum.

Two days later i called again to obtain a confirmation that the pictures were received ok and if everything in order. A CSR answered and advised me that there will be no exchange since the mattress had stains. I was surprised since the mattress did not have any stains. So i called again and spoke to Tyler and sent him better pictures because the first set of pictures I took them with my cellphone camera so maybe the lights and poor quality of the pictures contributed to the idea that there are stains when there is non.

Couple days later I received a call from Customer Service advising me that there will not exchange the mattress due to stains. I was shocked and angry from the response and i felt that Sleep Country do not stand up to their commitment and they are trying to get away from their responsibilities toward their customers. The mattress had no stains, the broken coils are sticking out from the sides and a hazard.

Later in December 4, 2012 I received a call from the manufacturer regarding the matter. I advice them that there was no stains on the mattress and took pictures of the mattress as we were speaking and sent it to them.

They advised me that they can not see any stains on the mattress and will recommend that someone physically to come to inspect. The next day a CSR from Sleep Country called me to advice me that i should expect a call from the person who will inspect the mattress within two to four weeks.

Since it was over a month and did not receive any call from the inspector, i called sleep country again to find what is going on. I was shocked by the answer from the CSR that this inspector "attempted" to call me in December and no body answered. First, the phone number on file is my cellphone which I have it all the time. Second if anyone would have called me and hypothetically didn't answer there is an answer machine which he or she could leave me a message and I would have called back. Long story short no one called me at any time except the calls that I mentioned above.

I emailed the president of this company, who did not even had the courtesy to acknowledge my email.

Finally, the "inspector" came in mid January and it did not take him five minutes to confirm the defect and that there was no stains.

I went to the store to pick another bed set, to find out that when I purchased the old set I also had extended warranty for stains, tare and wear.. At that point I so angry for the lack of integrity of this company. I called costumer service to ask why they did not tell me that I had this extended warranty and to complaint about their service. It was like talking to a dead wall.

This was my third purchase from sleep country and I was planning to buy another but after this experience I lost my faith in Sleep Country and changed my mind. I am disgust of the way that I was treated, their lack of integrity and how sleep country wash their hands from their responsibilities towards the customers.

I would never recommend Sleep Country to any one.

Very good salespeople. Knowledgeable about their products and patient. Worked to get us the best price by supplying demo products. Delivered on time and took away old mattress. You might find cheaper.. but you won't find better.

The sleep country saleswoman in Kanata stroe sold one matress to me. at 1,5k She promised me that in first two months I can exchange if it does not satisfy me while I only pay the difference between this two. Since the matress is too soft (with pillow top) so I went back to switch to the same one without pillow top, but she asked me to pay 2k. Actually the pillow top one price is higher than the one without pillow top, I should not pay any. But she used the list price (without discount) to compare with the one I bought. That is unreasonable at all. Eventually, I have to buy another new one instead of exchange. Even so I paid less than 2k for exchanging. She is not following the store policy and fails to treat customer with honesty.

No obligation comfort guarantee involves a $50 admin charge to exchange the matress that they don't tell you about until a few seconds AFTER you pay. It's on the brochure they hand you the reciept. My matress is too soft but it's just a bit softer than my last matress that I thought was too hard. I realize that it's not the sales guys job to tell me reasons I don't need a new matress but the admin charge thing was a kick in the teeth. I plan to keep it and vent at sleep country for the next 20 yrs.

My mattress had been used for more than 10 years old, and I really wanted to spoil myself with buying a new one. After asking for friends' suggestions, I finally decided to give Sleep Country Canada a try, and I was very amazed at their professional customer service with lots of brands' selections and varieties. I tried out several memory foam mattresses at the store, and the saleperson patiently explained to me about the difference among them, she was very polite, helpful and knowledgeable, then I selected the one I liked best without hassle. I also got a very good deal after negotiation, and the mattress came on time with fast delivery. It was a very good purchase experience and would definitely recommend it to others.

Bought a new mattress and it is wonderful. Sales associate explained the pros and cons of the different firmness that can be found in a mattress. Very patient in explaining mattresses and helping us keep track of price.

Sleep country was great in helping my family choose a mattress that catered to both mine and my husbands needs. We were happy with the quality of customer service as well as the value and quality of the mattress.

3 years ago I bought a twin size mattress and a "Protect-A-Bed" cover for my son. I was told that when using the Protect-A-Bed cover it provided my mattress with a lifetime warranty. 3 years later and no receipt anymore the "Protect-A-Bed" failed to do its job. I was very please when I called Sleep Country as without questions they sent a new mattress to my home and new Protect-A-Bed. They were easy to deal with and for that reason I will go back. A+

The staff at this store are very informative, knowlegable and friendly. They really go out of their way to help you select the perfect mattresses that are best suited for you and your family. Would highly recommend.