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

  7920 Airport Rd Brampton, ON L6T 4N8

• 

  Sleep Country Canada

  578 Wonderland Rd S London, ON N6K 2Y8

• 

  Sleep Country Canada

  1925 Dundas St E London, ON N5V 1P7

• 

  Sleep Country Canada

  145 Roland Michener Dr Unit 4 Building Y Kanata, ON K2T 1G7

• 

  Sleep Country Canada

  18-2023 10th Line Orleans, ON K4A 4C5

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:16/05/2025

  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.

  The sales rep, *** ***, **** to us and tricked us into buying a used mattress when we wanted to buy a new one.
  
  We found a mattress we LOVED at the store and we were ready to buy it at the sale price of ~2700. *** told us he had last year’s model available for $2,049 and the only difference was the fabric on the mattress. He said there was just one left on sale they were clearing out - implying that it was clearance rather than pre-owned.
  
  When we got our receipt he asked me to sign off on the no returns or exchanges policy “because it was last year’s model”. I loved the mattress I tried in store, so I asked again to verify the only difference was the fabric on the mattress and that everything else was the same. He reassured me, even going so far as to explain how the mattress is made and how brands switch around fabrics to update models. His explanation established a lot of credibility and trust. I looked at the transaction with dollar amounts on the receipt, and saw the correct brand on the mattress transaction (nothing about it being second hand) and signed off.
  
  To our horror, when we received the mattress it had a second hand label on it. We contacted customer service, who put us in touch with the store manager, *****. He said I signed off on it being pre-owned and the sales rep said he told me, soit was “he said she said”.
  
  I then read the receipt again, and found “certified pre-owned” as a $0 transaction about 10cm down from the mattress transaction, which is extremely easy to miss and is a deceptive business practice.
  
  We want a full refund so we can buy the mattress new from Sleep Country online or another seller (we don’t want our money going to the store after they lied and talked down to us).
  
  We have the money to pay for a full-price luxury mattress. We are not in the market for a used one.

  Business Response

  Date: 26/05/2025

  Hi ****, 

  Hope you are doing well. We are sorry to hear about your mattress concerns. Our records indicate and exchange was recently done to provide you with a brand new ******* ********* ** mattress. We hope your issue is now resolved and we thank you for your patience in dealing with this matter.

  Regards

  ***

• Initial Complaint

  Date:29/04/2025

  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 purchased a mattress from Sleep country (********** *** Mississauga location) on January 25th, 2025 for $2,300. The mattress retails for $5,000 but was on sale. The mattress got delivered on or about February 20th, 2025. On March 1st when I moved into my new condo was the day I first opened the mattress and slept on it. When first opened, the mattress didn’t seem to be inflating and had indentations. I read online that it could take a couple days to fully inflate so thinking nothing of it I put the sheets on and slept. Fast forward 1 month later I go to wash the sheets and see all of these uneven lumps and indentations in my mattress. The mattress is obviously defective, and I would like the business to provide me a new mattress that is without any indentations, in NEW condition. This mattress was previously used and I didn’t think anything would be wrong, but during second time re packing or something has messed up the mattress and left it uneven all over. When a mattress that retails for $5,000 is brand new I expect it to come without any impressions, I want a new mattress that is straight across with no marks. They have denied my warranty claim in the CS department and my sales rep ***** who told me he would take care of it has not contacted me back since April 17th. I don’t want a different mattress, I want the mattress I purchased to come in new condition without any defects. It’s sad that I have to go out of my way as a consumer to just get what I paid for and I want this issue to be rectified by the company immediately. They are thinking I will just give up but no, I have to sleep on this mattress and they gaurentee their mattress for 10 years but my mattress currently is in condition of 15 year old mattress after only 2-3 months. Not acceptable. Please get me my ****** hybrid snow plush mattress that I purchased, brand new, immediately. It should be a basic request as a consumer. No one is taking responsibility for this situation and I am ignored.

  Business Response

  Date: 02/05/2025

  Hi ******, 

  Hope you are doing well. We are sorry to hear about your mattress concerns. I have reviewed the pictures you sent and have approved a warranty exchange for your mattress. I will reach out to you directly to schedule a date for exchange. We apologize for any delays in processing your request. 

  Regards

• Initial Complaint

  Date:22/04/2025

  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.

  My mom is going on 90 she needed a lower adjustable bed and wanted a new mattress . This is her second adjustable bed in the last 8yrs. Due to her bone density deteriation we got a lower adjustable bed which she loves.
  We got a firm ****** ***** ** ******** ** *****. She tried it out for a month and she kept waking up with severe back pain. We put her old mattress back on she was fine. I went to the Bowmanville store and the gentleman I dealt with wasn't there. The lady said I would have to bring her in to try a different mattress. I tried to explain to her that she's going on ninety and does not leave the house. She said there was nothing she could do there is no refunds. So if that's the way your company deals with elderly customers then I told her you will never see are business again . I am going to post this on ******** also.

  Business Response

  Date: 02/05/2025

  Hi ****,

  Hope you are well. We are sorry to hear that your mother was not comfortable on the mattress. We provide a 100 nights of comfort guarantee on all our mattress purchases meaning that a customer is able to exchange to a different mattress if they aren't comfortable. In order to get the best mattress for her, we require that they try it out in store as this is the best possible way to determine what would be appropriate for her needs. We have over 50 different makes/models to choose from. Unfortunately we do not offer return for refunds on mattresses however given the situation, we have approved a return with a restocking fee as an exception. Please contact our customer service team at 1-************ in order to proceed with the return option.

  Regards

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are expecting my m9thrr who is turning 90 to come to the store and tty a different mattress. My mom is basically house ridden she dosent leave the house. They offered me a 50% refund plus a 50 dollar pick up fee. Which totaled 414.50 dollsrs on a brand new mattress that they will sell as a demo for around 700 dollars again making an eight hundred dollar mattress worth close to 1200 dollars to me is a ****
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 13/05/2025

  Hi ****,

  We are sorry to hear about your experience and would like the opportunity to help. Could you please provide us with either the order number, phone number or email associated with your account so that we can locate your profile and give you a call to discuss further?

  Thank you,

  Customer Answer

  Date: 15/05/2025

  
  
  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:28/03/2025

  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 visited a few sleep country locations in the gta looking for a wedge pillow, I was informed by the staff onsite that it is only available online and I can purchase it from the website. And that once arrived I can open to see if it would work for me, and return if it does not.
  
  When I received the package, I opened it as it came compressed and was unable to assess if it is would I would need. And it was not a good fit as per my doctor. I called customer service (spoke to ***** *****) who was not helpful and stated I cannot do a refund because it is open.
  
  How am I suppose to assess a compressed pillow? This is by far the worse company I have ever dealt with. Their staff onsite are not aware of policies yet we end up stuck with products that I would have purchased on ****** or elsewhere. She spoke with her manager (unable to share their name) and decided to give a gift card. I will never shop here, I will be going on social media and letting others know of my poor experience. Waste of my time and money, such poor customer service. ***** ***** was degrading, stating she can point out the policy on their website, but clearly their frontline staff neeed more clarification.
  
  Do not purchase anything from here.

  Business Response

  Date: 08/04/2025

  Hello *******,

  I am sorry for the delay in response on your file. Based on what I can see we were able to speak with you on March 31st and have resolved the issue.

  Have a great day,

• Initial Complaint

  Date:26/03/2025

  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 bought a firm mattress and adjustable base as my mother is having a back pain. I called customer service 15 minutes after the delivery as the installation guy has told us that there are some parts missing and he will add this in the delivery report. Also, the adjustable base is not working correctly. I have sent multiple pictures and videos and also requested a specialist to come look at the problem and got reply that this is normal. I don't know if missing parts and adjustable base not working is normal. I am looking to go to small court if I don't get a resolution as my mother is very depressed about the ********** given by sleep country its been 3 days I am calling them every day.

  Business Response

  Date: 08/04/2025

  Hello ******,

  I am sorry to hear that your mother is going through this with her new purchase. From what I can see on her account an exchange has been set up for the adjustable base as it was having functionality issues. The exchange number for the adjustable base is ********** and can be scheduled with a sales member from your local store.

  Thank you

• Initial Complaint

  Date:25/03/2025

  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 purchased 2 adjustable beds from this Sleep Country store on October 30, 2019 for $3792.68 which included a 10 year warranty for $209.98, Salesman's name was ***** ****. At the time of purchase, my address was 67 Eden Street, Saint John, N.B. E2P 1B9 telephone #************ with sales order #**********. Old email was *****@**********.net.
  On June 28, 2024 one of the bed's motors stopped working. I called Sleep country and was informed that they sold my warranty to a repair service because they have no repair people working for them and they do not know, at the time, which company it was. After several days of seaching, we found out it was ********** (1-************) that did the repair work.
  I got in touch with them and they sent a repair man out (from a company called ********* *****) to look at the bed. He showed up on July 11, 2024 and advised us that a junction box was burned out and that he would have to have ********** order in a new one and he would be back to install it
  After 17 calls/emails, the part arrived at my home and I contacted ********** and a new repair man was sent out from a company *** *********. On Dec 033, 2024 the repair man arrived and took everything apart and after 2 hours advised us that the wrong part was sent. Since Dec. 03, 2024 and today (March 23, 2025) I have made another 14 calls and emails to both Sleep Country and ********* about when the repair was going to be done. NO REPLY TO ANY EMAILS SENT and promises after promise on the phone. This has now morphed into almost 9 months and I am getting nowhere with either company. I never knew companies can sell you warranties and they re-sell them and nothing is done. Is there anything here that can be done. It looks like nobody cares about customer service and that I should just stick my head in the sand and forget all about it. I sure hope you can help us here,

  Business Response

  Date: 26/03/2025

  Hi *****,

  Hope you are well. We are very sorry to hear about your experience with the extended warranty process for your adjustable base. We sincerely apologize for the delay in getting this issue rectified. I will have someone from our management team contact you shortly to go over some options.

  Regards

  ***

  Customer Answer

  Date: 26/03/2025

  
  
  Complaint: ********
  
  I am rejecting this response because:  I am in the 10th. month of waiting  for the repair of my bed and I keep getting the same run a round that it is with the manufacturer of the part.  I talked with Sleep Country tonight and they said they called the manufacturer and it will still be a couple more weeks yet (this I have also heard for the last 9 months).  For  what I have been through, Sleep Country should have just replaced the whole base with a new one.  I have never been subjected to such irresponsible management from a so called reputable company in all my life.
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 08/04/2025

  Hello,

  From what I can see on our end a member of management is looking into setting up an exchange for the bases.

  Thank you 

• Initial Complaint

  Date:12/03/2025

  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.

  ****** **** ********** ** ********* ******* *** ******** *** *** ******* Sleep country does not stand by their promises and warranty on sagging mattresses. I have to prove our “innocence” by providing claims and proof that WE did everything to prevent this issue. I would like to open my complaint because I don’t feel sleep country took the time to really assess my complaint and by reading everyone’s messages it’s a common theme. We have a terrible sagging mattress and we have a bed frame, frames, box spring mattress. Not sure what else I could’ve done to prevent this guaranteed mattress not to dip and sag so much. I’m tired of pleading my case and asking Sleep Country to stand by their promises! If you would like more proof then please send a rep to visit and assess with their own eyes. I’m tired of trying to prove that this mattress is a dud and I was sold this product with a false promise. I called customer service and they couldn’t help or let me speak to a decision maker or manager, they simply opened a new case. Which means I have to move everything again, take photos, submit them and fingers crossed that I’m not a “liar” and that I can get a replacement mattress: I would like to escalate this complaint, if I could reach out to ********* ***** I would, or media or better yet social. Perhaps this customer dissatisfaction requires a tik tok video to prove that this mattress is not what is was advertised as and Sleep Country is not adhering to its tag lines and guarantee.

  Business Response

  Date: 20/03/2025

  Hello,

  I am sorry to hear you are having difficulty with the warranty of your mattress. One of the members of management will be in touch no later than tomorrow to review.

  Thank you 

• Initial Complaint

  Date:06/02/2025

  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.

  Mattress was purchased October 2024. In less than 3 months, a sag began to appear. We contacted warranty as advised- we were assured by multiple agents that there is no reason that our claim should be denied given the age of the mattress. Warranty claim turned into a circus, we kept having to remove and move the mattress for different photos as it seemed nothing we could do was good enough. Warranty was denied- we showed the sag measured 1” and they replied stating it was less than 0.75”. We then opted for the 100 night guarantee as advised. We go in, pay the difference for a new mattress, told that as long as our current one was not stained (and it is not) that we were good to go. Delivery drivers show up and are unprofessional. They evaluate the mattress and begin moving it so we leave the room to give them space. Once we leave the room they then come up and tell us it is ripped- it was not ripped until they handled it. We have reason to believe that they mishandled the mattress resulting in damage which was then blamed on us. Delivery drivers laughed at us. We’ve tried to work this out with the customer service line and have been hung up on, laughed at, and **** **. Two times we were promised a return call from a supervisor and neither time it happened. We attended our local store where we bought the mattress and they advised that they do not have the authority to begin the refund process and that we would have to reach out to customer service to have that started, the same customer service who told us this was not possible at any point. So, to review: they have not abided by their own warranty policy, they have been unprofessional, they damaged the product and blamed it on us, and we have been **** ** over, and over. We are seeking to receive a refund and have it picked up by sleep country so we can part ways and no longer have to deal with this sort of treatment. Order was placed under the name ***** ******** *** ***** * ***********

  Business Response

  Date: 18/02/2025

  Hi *******,

  We are very sorry to hear of the experience you have had with your mattress and our service. We will have a member of the customer service management team give you a call to review your case and further assist you.

  Thank you,

  Customer Answer

  Date: 18/02/2025

  
  
  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. I do, however, want to note how unreasonable it is that we had to go to such lengths for a resolution to this. 

  We have come to an agreement for an exchange to be made with the support of the manager of our local sleep country store. The exchange is set to be delivered this afternoon. 

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

• Initial Complaint

  Date:28/01/2025

  Type:Delivery 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.

  Business has avoided numerous calls regarding a pending mattress order.
  Business refused to delivery product and has evaded providing a refund.

  Business Response

  Date: 31/01/2025

  Hi *****,

  Hope you are well. We have been trying to schedule your order since 2017 and we don't hear back from you for years. We would love to give you back your Deposit that you made in July 27th of 2017. In order for us to send you a cheque, we need your first and last name including your full address. Please email this information to me directly at ***************@************.ca and include your customer#.

   

  Best Regards

  Customer Answer

  Date: 10/02/2025

  
  
  Complaint: ********
  
  
  Upon review of the response provided by the business, I will attempt to contact the business directly to resolve the matter and will continue to keep BBB informed.
  
  
  
  Sincerely,
  
  
  
  ***** *

  Business Response

  Date: 18/02/2025

  Hi *****,

  No problem, we understand and are here to help.

  Thank you,

  Customer Answer

  Date: 27/02/2025

  
  
  Complaint: ********
  
  
  
  Reached out to business directly at {***************@************.ca} on February 21, 2025 - awaiting business response.

  Thank you

  
  

  Business Response

  Date: 10/03/2025

  Hi *****,

  We hope you are doing well. Please email me your legal full name and address so we can issue out a cheque by mail. My email address is ***************@************.ca

  Regards

  Customer Answer

  Date: 24/03/2025

  
  
  Complaint: ********
  
  
  
  I have already addressed my personal details and options with respect to receiving the refund in my email to Mr.******* - the business DID NOT respond to my communication.

  The business has already agreed to issue the cheque with the details they have on file.

  At this stage, and due to the unprofessionalism and negligence received by the business, I will not be updating any personal details with the business.

  I am more than willing to do the refund at the store as the amount is within store level [as per the invoice].
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 26/03/2025

  Hi *****,

  Hope you are well. Unfortunately I have not received any communication from you regarding your address and account details. I understand you would like to visit a store to get your refund but the process would be the same. They will need to verify your address on file along with identification. They will submit a cheque refund request to our accounting team, you can expect the cheque to be mailed out to your address once the refund is submitted. I have documented your account, please visit a store and our sales team can assist you.

  Regards

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business is being extremely difficult and uncooperative. The invoice states a refund can be issued at store under if the amount is under $1500.00. Furthermore, the business has all personal details on file to send cheque by mail if they wish to. - There is no reason for this continuous back and fourth. 
  
  
  
  Sincerely,
  
  
  
  ***** **

  Customer Answer

  Date: 14/04/2025

  F/up to complaint #********
  
  ** ********
  Further to our call, I am confirming that I verified the account information with sleep country this morning via email to ********
  
  
  Thanks,
  
  Niki

  Business Response

  Date: 21/04/2025

  Hi *****,

  Hope you are well. We apologize for any delays in responding to your request. I have just sent you an email requesting confirmation of your name. Once we receive a response, I will have our accounting team issue a cheque to the address on file.

  Regards

  Customer Answer

  Date: 28/04/2025

  
  
  Complaint: ********
  
  
  
  I have responded to the email from the business.

  Awaiting response.

  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 02/05/2025

  Hi ******,

  Hope you are well. I have submitted your refund cheque request and you should receive it within two weeks.

   

  Regards

  Customer Answer

  Date: 07/05/2025

  
  
  Complaint: ********
  
  
  
  Awaiting fulfillment from business. - update pending 

  
  
  
  Sincerely,
  
  
  
  ***** *

  Business Response

  Date: 13/05/2025

  Hi *****,

  Thank you for your continued patience, it seems the refund has been completed on your account. Is the matter resolved to your satisfaction?

  Best regards,

  Customer Answer

  Date: 16/05/2025

  
  
  Complaint: ********
  
  
  Pending receipt of cheque ...

  
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 16/05/2025

  Hi *****,

  Alright please let us know once you have received the cheque so we can ensure that the matter has been resolved to your satisfaction.

  Thank you very much for your patience,

  Customer Answer

  Date: 30/05/2025

  
  
  Better Business Bureau:
  
  
  
  In reference to complaint ID ********, I am confirming that the cheque has been received.

  
  
  
  Sincerely,
  
  
  
  ***** **

• Initial Complaint

  Date:14/01/2025

  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.

  Purchase Date: 07/08/2024
  
  Item: ******* Twin Mattress 1-142430M $299.00 (On Sale) $344.88
  
  Upon delivery, we noticed one of the mattresses looked deformed. Delivery driver stated it was due to the mattress being stored upright and to leave it flat for a period of time. It's common sense but we wanted a confirmation.
  
  Left mattress for the remainder of the day, returned to normal. Unfortunately, the beginning of November 2024 the mattress became deformed and the stitching at one end had started to come apart. The store we purchased the mattresses from informed us to file a warranty claim, we filed on November 6th, 2024. The pure fact that Sleep Country passes customers' off to the warranty company (within 3 months) is disgusting. The nightmare in dealing with the warranty company is frustrating, unacceptable and deplorable.
  
  11/06/2024-Warranty Claim
  11/07/2024-Pictures of Mattress Requested by ******** *** Warranty
  11/07/2024-5 Exact Pictures Provided as Directed by ******** ***, File Under Review
  11/21/2024-Emailed Requesting an Updated From ******** *** (Emailed Failed to Receive)
  11/21/2024-Called Sleep Country Customer Service redirected to ******** *** (Customer Service was uninterested in providing any assistance with the matter, even after explaining the situation).
  11/21/2024-Spoke with ******** *** Rep, Advised to Provide Additional Pictures
  11/22/2024-Emailed Additional Pictures to the ******** *** Rep-File Under Review
  11/25/2024-Received Email Requesting Additional Pictures of Box Spring, Bed Frame and Tag (all pictures that had been previously provided).
  12/04/2024-Sent Email to ******** *** with Additional Pictures (as requested). Asked for Update, Requested an Escalation with a Manager.
  12/06/2024-Received Email-Claim Denied
  12/06/2024-Contacted Sleep Country Customer Service (rep reiterated the file was denied, did not care to assist). Requested a Manager for escalation, was advised they would review pictures again and a manager would reach out.

  Business Response

  Date: 29/01/2025

  Thankyou for contacting us and we are sorry to hear the customer is having issues with their mattress.  We will have someone from our management team contact the customer to see if we can come to a mutual resolution.

  Thank you

  Sleep Country Canada

  Customer Answer

  Date: 29/01/2025

  
  
  Better Business Bureau: 

  *Please Note:
  

  I greatly appreciate someone from the management team reaching out to help resolve this situation.

  We have been informed on two previous calls with Sleep Country Customer Service that a supervisor and/or manager would reach out. To this day, we have not had anyone from management do so. If need by I can confirm the dates of the calls.

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