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

  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

• 

  Sleep Country Canada

  B006-1900 Innes Rd Gloucester, ON K1B 3K5

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: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

• Initial Complaint

  Date:19/02/2024

  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.

  We have tried repeatedly since November to work with sleep country to find a solution to our defective mattress. When we started this process, our over $2000 bed was under 2 years old.... We have had this lumpy bed apart 3 times, as requested by sleep country, attempting to send in pictures of measurements in order for sleep country to assess whether or not we had a valid claim. Each of the 3 claims we submitted were denied, each for a different reason apparently not qualifying for compensation under warranty. Finally, after many emails and phone calls, we were given the option of paying for a home inspection... repaid by an unwanted gift card. We have now been waiting over 7 weeks for this visit (again after many emails).
  
  As I have lower back pain and shoulder pain we have been forced to move into our guest room where a mattress bought in 2018 and slept in full time for 3 years is perfectly fine. We are light weight people so a mattress collapsing this quickly is unacceptable.
  We find this level of service of highly unsatisfactory and frankly very disappointing.
  ******* *** **** ******* ****** ** ******** **** ** *********** ********

  Business Response

  Date: 01/03/2024

  Hi *******,

  Hope you are doing well. We are very sorry to hear about your warranty experience with us so far. The inspection company ******** has scheduled March 2nd between 9 am to 10 am for the in home inspection to be completed. We sincerely apologize for the delay in setting up the inspection. The warranty is provided by the manufacturer of the product and not Sleep Country. They have certain guidelines that need to be met before authorization can be provided for warranty replacement. Due to inconvenience, I can increase the gift card of $56 to $100. If you wish to accept my offer please email me at ***************@************.ca with your customer#******** in the subject line. We should received the inspection report by end of next week.

  Regards 

  Customer Answer

  Date: 13/03/2024

  
  
  Complaint: ********

  Hello 
  We just got your message through the BBB ... we will accept the extra dollars for the inconvenience, but are not dropping our complaint and expect a new mattress regardless of the manufacturer's decision... as many people's complaints have stated ... we bought the mattress from sleep country... not the manufacturer... we no longer sleep in the bed due hip and shoulder pain that has been exacerbated by sleeping in holes. Your representative visited us on February 30th... to be clear, we are not  agreeing that the tests performed are definitive in determining the extent of the defect... we have heard nothing from sleep country since your representative's visit... we are surprised that the BBB has closed our case and have contacted them to let them know we are not satisfied. As previously shared, if this matter is not satisfactorily resolved we will be pursuing legal recourse.
  ******* and **** ******* 
  
  
  

  Business Response

  Date: 22/03/2024

  Hi *******,

  Hope you are doing well. We have increased the gift card amount to $100.00 as previously offered. We have received the inspection report from ******** and unfortunately there were no defect found on your mattress. I have ******** a copy of your inspection report and the ********* warranty card for you to review. As mentioned in my previous response, the warranty is from the Manufacturer and Sleep Country helps facilitate the warranty claims process. Sleep Country provides the 100 nights of comfort guarantee at the time of purchase meaning that if you aren't comfortable within the first 100 nights, we can exchange the mattress. Since your purchase was made in February of 2022, it is out of the comfort guarantee timeframe. If you find that your mattress is too firm, we can help with providing a mattress topper. ********* requires the body impression or sag be 1.5 inches or more for warranty replacement, your mattress had a body impression of 1/2 inch which is normal as all mattress tend to conform to the sleeping patterns of the clients. If you wish to purchase another mattress, we can offer a discount voucher but unfortunately your current mattress has no warrantable defects.  

  Regards

  Ray

• Initial Complaint

  Date:15/02/2024

  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.

  My history with Sleep Country goes back to 2015, when I purchased my first mattress for $1028.00.
  Since that first purchase, I have had SEVEN mattress exchanges due to the depressions which formed in the mattresses within one year's time. These exchanges are only given when a Sleep Country inspector comes out and measures the depression in the mattress. If the depression meets their criteria, only then is an exchange accommodated. They have APPROVED seven exchanges.
  Each mattress that was replaced, begins to "hammock" (develops an 1.5" major depression) within a year's time . The very last mattress we exchanged in Sept 2023, (***** ******* *****) now has a huge hump running from head to foot and depression on both sides. The depression is slightly over 1.5." I have to pay $56.00 each time for an inspection
  I am 71 years old, **** ******* ********, and on a fixed income and cannot afford to pay for that.
  Over the years, it has cost me approx. $ 300.00 in inspections fees, additionally I have paid approximately $1,000 extra for each upgrade. In total, I have spent approximately $2,8OO-taxes in+ time, effort and hardship.
  I have severe neck, back and hip pain from sleeping on their products for years. Shame on Sleep Country for selling such inferior products.
  I am now sleeping in a depression again, barely six months after receiving this last mattress. I have placed a call for yet another exchange – it will be my 8th.
  I have written to Sleep Country several times, telling them that I don't want another mattress. I am seeking $ 3000.00 - so I can purchase a decent mattress elsewhere. It is outrageous that they won't remedy this situation and it appears from reviews that I am not the only one who has had these problems with Sleep Country.

  Business Response

  Date: 01/03/2024

  Hi ********,

  Hope you are well. We are sorry to hear about your warranty experience with us. Seven exchanges is a lot since mattresses have a 10 year warranty. March 4th has been scheduled for the in home inspection to take place. Once they have submitted a report to Sleep Country, we will contact you to go over some options. We apologize for any inconvenience and hope to get this matter resolved quickly. 

  Regards 

  Ray

• Initial Complaint

  Date:06/02/2024

  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 had purchased a pair of ***** pillows on July 24, 2023 for $427.25 through the ***** website which is fulfilled by Sleep Country Canada. About a couple weeks later the exact pair of pillows were on sale and so I purchased another set at the discounted price of $191.14 on August 4, 2023.
  I contacted sleep country canada’s customer service about refunding the original order and they were helpful in providing me the option to mail in a return or by shipping back the pillows. I opted for a store return where I went to the ********* Mississauga location and was refused service by an employee on August 12, 2023. The associate **** was rude, wouldn’t allow me to explain my story and refused service after I told him he was being rude and the situation was ridiculous. I contacted sleep country again to notify them of this encounter and they sent over a shipping label for me to mail it back.
  I had sent the parcel back on August 15, 2023 and received notice from the shipping company that it was received at the warehouse a couple days later if not the next day. I had not heard back from Sleep Country for a very long time about my refund for the original pillows.
  Jan 2, 2024, I received a refund finally for the order but it was for the wrong order, the second purchase I had made for $191.14. I don’t know why I was refunded the wrong order, I had sent the original invoice with the order number attached. I have contacted their customer service team weekly since Jan 2 to follow up with getting the order adjusted and they have been giving me excuses. First time, they sent it to accounting; second time, they said they are still waiting for a reply; third time I found out it was sent to the wrong department.
  I just want a refund for the $427.25 order that I sent back in the mail and an apology for the way I was treated by the employee **** from the ********* location.
  Note: the file upload isn’t working but I do have supporting documentation I can email over

  Business Response

  Date: 01/03/2024

  Hi ******,

  Hope you are well. We are sorry for the delay in fixing the refund issue. I will contact you directly for a solution.

  Regards

• Initial Complaint

  Date:23/01/2024

  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 followed the warrenty outlines and made a claim as the bed I have is sagging and is only 3 years old. It is in terrible condition, compared to my other mattress that are 10+ years old. I followed all their instructions, sent multiple photos, they firts said I was holding the ruler wrong. Then read the measurement wrong. Then after that was pointed out said my bedframe was wring (which it wasn't). They are dishonest and are simply trying to get out of the claim, giving me the run around and they keep asking for a different photo each time even after I have provided it.

  Business Response

  Date: 13/02/2024

  Hi *********,

  Hope you are doing well. We are sorry to hear about the issue you are having with your mattress. The warranty is provided by the manufacturer ***** and not Sleep Country. We help facilitate the warranty claims process but the manufacturer requires certain pictures and there are guidelines that need to be met in order to be eligible for warranty replacement. We have reviewed your claim again and unfortunately your mattress is not defective. ***** had also reached out to us as well and reviewed all the information. They have also denied the claim. The body impression required for warranty approval is 1.25 inches without any pressure being applied, the manufacturer and Sleep Country see the body impression no more than 0.5 inches. You can arrange for an in home inspection which costs $50 plus taxes for an inspector to come to your location. I highly doubt the results would change but you can certainly go that route if you wish to. In order to setup an in home inspection, please contact our customer service team at 1-888-753-3788.

  Regards

• Initial Complaint

  Date:21/01/2024

  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.
  I purchased a bed from sleep Country a salesperson ease my arthritis and fibromyalgia pain. I slept on it once. I barely slept as the bed caused so much pain. The next day I was in unbearable pain. I contacted Sleep Country 1-800 line about it. They said I should wait three weeks before I decide on returning: I told them I would not try sleeping on the bed as it caused so much pain.
  That day I took ******* * and saw a physiotherapist.
  I’ve called sleep country 1-800 and ***** ***** Sleep country numerous times. I was told I have to speak with the manager at ***** ***** sleep country: I have left so many voicemail messages I’ve lost count. So I wrote them a letter about the bed that caused so much pain. Since I’m currently sick my friend dropped it off on Friday:
  In the letter I told them I’d contact BBB if I didn’t hear from them soon, I have not heard from them. I’m not surprised:
  I want/need this bed removed please . It has laid up against my bedroom wall after the one and only night I slept on it. If sleep country can provide me with a bed that doesn’t hurt I’d truly appreciate it. I will be having foot surgery soon. I’d like to have a bed as I recover. My doctor said I’ll be in bed for the first two weeks after surgery. Thank you

  Business Response

  Date: 31/01/2024

  Hi ******,

  Hope you are doing well. We are sorry to hear that you are having issues with your mattress and we apologize for the lack of follow up from the manager at the store. Our records indicate that you purchased a ***** **** mattress on October 28th. With any brand new purchase on mattresses, Sleep Country offers a 100 nights of comfort guarantee meaning that you are still eligible to exchange your mattress to something more suitable for your needs. We usually tell clients to try the mattress for about 3 weeks of purchase since it takes some time to conform to the clients sleeping habits. Unfortunately we do not offer returns/refunds on products, we only provide exchanges on mattresses. I will contact you directly to go over some options.

   

  Regards

  Ray

• Initial Complaint

  Date:16/01/2024

  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.

  ******* Memory Foam Mattress
  Purchased from: ****** ****, **** ***** ****** ********* ** *** ***
  Purchase Date: 22nd September 2018
  Purchase Price: $3795.99 + taxes = $4364.44
  Customer Order Number: ********** *. The mattress came with a 10 year warranty.
  2. It was a demonstrator model and had been used in an exhibition.
  3. The sales representative pointed out a stain on the mattress. The stain did not bother us.
  The receipt clearly states “Demonstrateur Tel Quel”.
  4. Over a period of time we noticed that the mattress was sagging. It had become
  uncomfortable to sleep on.
  5. In 2021 I contacted Sleep Country and explained the problem. They arranged for an
  inspection of the mattress, which was conducted in December 2021.
  6. The inspection found that there was indeed a sag.
  7. I was subsequently informed by ****** **** that the warranty would not be honoured for
  two reasons:
  • The soil on the mattress (it was sold to us with the soil and we were told that it had
  a 10 year warranty nonetheless)
  • The bed frame did not provide adequate support for the mattress. When we
  purchased the mattress the bed frame was never mentioned nor made a condition of the warranty.

  Business Response

  Date: 24/01/2024

  Hi ******,
  
  Hope you are doing well. We are sorry to hear about the issue you are having 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. After reviewing your account and the in home inspection report from 2022, it shows that the frame is not properly supporting the mattress as the wooden slats are caving and there is no center support to your frame. Any mattress that would be placed on such a frame will eventually sag. Secondly there is staining on the mattress and I am not sure if there was more staining that would have occured during usage. We understand this was a showroom model and there was a stain pointed out to you at the time of purchase. We are not sure if a mattress protector is being used and if more staining would have occured after the fact. I would strongly recommend correcting the frame with adding additional cross slats and center support which will improve the performance of your mattress. Another option would be to purchase a better frame with center support. I have ******** the *********** warranty card along with additional information for review. Please let us know if you have any further questions.
  
  Regards

  Customer Answer

  Date: 31/01/2024

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

  The mattress is supported directly by our Box Spring which in turn is supported by the bed frame. As noted in the inspection report dated December 28, 2021 (attached to our original complaint submission), the Box Spring does not show any depression. It does not stand to reason that sag in the bed frame slats caused the mattress to sag without deforming the Box Spring between the two. In addition, the state or configuration of the bed frame as a condition precedent to applicability of the warranty was never mentioned to us during the sale process.
  Furthermore, the ****** **** (located in the ****** ******** *******) salesman assured us multiple times (since we asked multiple times) that the floor model mattress (which he suggested and showed to us) was covered by exactly the same warranty as a full-price, brand new mattress, including a replacement guarantee in case of a sag of 0.25 inches or more. We were shown the stains/ soiling during this process. We accepted purchasing the floor model and asked for a written commitment as relates the above mentioned guarantee/ warranty applicability. We were instead given strong verbal assurance that ****** ****' customer focus and satisfaction was unassilable and fundamental to the company's business ethics and practices. I am very disappointed to find that the company's actual practice seems to be the polar opposite of these claims.
  
  Sincerely,
  
  ****** *****
  
  
  
  

  Business Response

  Date: 06/02/2024

  Hi ******,

  Hope you are well. We have reached out the the manufacturer *********** regarding your warranty claim. We shared the inspection report findings along with the pictures and unfortunately your warranty will not be covered due to improper support. Any queen or king size mattresses require a center support as indicated in my previous response. The 10 year warranty is through *********** and your claim doesn't meet the criteria for replacement. As I suggested in my previous response, the bedframe can be corrected so the mattress is properly supported or you can purchase another frame with center support.

  Regards

   

• Initial Complaint

  Date:28/12/2023

  Type:Sales and Advertising 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.

  On Nov 6/23, adjustable base was purchased on phone with Sleep Expert Patrice D.. Sale charged to ****** ****. Due to company policy not to remove old base, order was cancelled during the same conversation and request for refund to credit card was requested by Patrice. Refund to ****** **** to date has not been issued by Sleep Country because they say the order does not exist in their system.Called Sleep Country and spoke with Peter H., customer service rep. He asked me to send proof from my bank that my credit card was charged. On Nov25/23, I went to **** ******** Sleep Country location in Winnipeg and salesperson Brett B. scanned and forwarded supporting documents to Peter H. ****** *** ******** *** **** ****.
  Brett also spoke with Peter H. on the phone about this matter when I was at the store. He was advised that this has happened to other customers who have cancelled an order and that with the supporting documents received, a refund to my credit card would be issued within 5 days. To date, this has not happened. On Dec. 27/23 called Sleep Country and spoke with Joy, Customer Service Rep. Advised Joy that I spoke with ****** **** staff and no request for a refund from Sleep Country has been received/issued to date. Joy advised that their system was down and would forward a request to a supervisor to call me about this ongoing issue. No one has called me (either time when I requested to talk to a Manager).

  Business Response

  Date: 09/01/2024

  Hi *****,

  Hope you are doing well. We are very sorry to hear that you still haven't received your refund. Thank you for sending us the payment receipt. I will reach out to our accounting team to further investigate the matter and will provide you with an update. We sincerely apologize for the inconvenience and I will contact you directly.

  Regards

  Ray

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because:

  I received a response regarding my complaint from Raynald C. (Sleep Country Canada).

  
  
  I'm pleased he took the time to respond in a timely manner but unfortunately he does not indicate a date to which a decision regarding my refund will be made.  According to the customer service reps from Sleep Country I have spoken with, also indicated they would forward my concern to Accounting. This has been going on since the beginning of November 2023 with no outcome to date.
  
  As I say, the proof will be in a refund.
  
  

  Business Response

  Date: 31/01/2024

  Hi *****, 

  Hope you are well. We are sorry to hear that you still haven't received your refund. I did speak with our accounting department and a refund was completed back to your credit card over a week ago. I will contact you directly for an update.

  Regards

  Ray

  Customer Answer

  Date: 01/02/2024

  
  
  I have received a refund in the amount of $1,477.38 from Sleep County Canada (applied to my original method of payment, ****** ****).
  
  This file can now be closed.
  
  Thank you for your assistance in this matter.
  
  ***** ********

• Initial Complaint

  Date:08/12/2023

  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 a mattress from a Sleep Country store on Oct. 30, 2023 (Sales order **********) & it was delivered on Nov. 3. When I purchased the mattress, I asked the sales clerk about the return policy & was told twice I could return the mattress within 100 days if not satisfied.
  
  I also simultaneously purchased a box spring. On the day of the delivery, my box spring was not loaded into the van. The delivery staff offered me a used one & I declined. They then told me that they would arrange a separate delivery of the box spring I ordered and would follow up. I was told to keep my old box spring in the meantime.
  
  In delivering my new mattress upstairs, several of my walls were scuffed up in the process.
  
  I never heard from the delivery team again and am still using my old box spring.
  
  In the weeks since getting and sleeping in the new mattress, it is not as comfortable as the one tested in store and I have developed hip pain from sleeping on it as a result.
  
  When I called the store to inquire about returning my mattress, I was ****** told no one ever would have told me I could return it.
  
  When I inquired about my options for a mattress I’m not happy with, the CS rep told me no mattress I ever bought would be as comfortable as the ones in store and that it would take a month for my mattress to soften. When I explained that I had already been sleeping on it for a month and wasn’t happy, I was then told it might take years for the mattress to get comfortable and my only option was to exchange.
  
  I’m not happy and don’t think I’ll find a replacement I like at CS given the comparisons I did when I bought. At this point I just want to return the mattress as I am less than satisfied with it and with the purchasing and delivery process, especially at having paid for a box spring I did not receive and have yet to be refunded for. The entire experience has been frustrating and any responses from CS by phone and email have been unsatisfactory *** ******* ****.

  Business Response

  Date: 18/12/2023

  Hi ****,

  Hope you are doing well. We are very sorry to hear about your experience with us so far. I will reach out to you directly to go over some options. We sincerely apologize for any inconvenience this may have caused.

  Regards

  Ray

  Customer Answer

  Date: 18/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company reached out to me directly at the end of December. I responded back to their message on Jan. 3 and have had zero follow up.
  

  I have visited two stores to test mattresses again and have found nothing suitable or to mg liking. Now I am looking at getting a cheap double mattress as an “exchange” that I neither need or want to use a a guest room bed. I will purchase a primary matttess elsewhere as I am not satisfied. I am hoping Sleep Country can resound to my question as to whether the exchange can be sorted online so I don’t have ri go into a store again. Although what I would still prefer is a refund for the $3K+ mattress I purchased and am unhappy with. 

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

  Business Response

  Date: 31/01/2024

  Hi ****, 

  Hope you are well. We discussed the option to do a comfort exchange to a double size mattress and refund you for the difference in price. We will also refund you for the box spring as well. I will call you tomorrow to setup the exchange. 

  Regards

• Initial Complaint

  Date:26/04/2023

  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.

  Have been dealing with Sleep Country Canada - Customer Service
  Mattress is currently under warranty (less than 2 years old)
  Filed multiple claims and all have been denied.
  They keep saying that impression is less that 0.75"
  Any impression 0.75 or over is covered under warranty (we have 1" impressions on both sides of the mattress).
  Once they tried to say the mattress was soiled - which it is not
  They just keep saying there is less than a 0.75" impression. Pictures clearly show a 1" impression
  ******* ***** ** *** *** ****** ** the impression is so deep that I feel like I'm falling out.

  Business Response

  Date: 27/04/2023

  Hi *****, 

  I am sorry to read that you are not finding your mattress comfortable. We will have a representative follow up with you discuss your concerns and provide other options regarding warranty concerns. 

  Kind Regards