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:17/04/2023

  Type:Service or Repair 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.

  We purchased a new mattress in the year 2021 **** *** ******* ***** ******** ** ******** **. We are now noticing that the mattress sinks in too much *** ****** ********** ***** ***** ** *** ******* **** ******* **** **** *** ** *** ** ***** When we sit on it the mattress sinks in so much that makes it difficult to move or get out of the mattress. Now this is not the only mattress we have purchased from sleep country we have mattress purchased in 2017, 2020 and they are perfectly fine they have no issues ******* ** **** **** **** **** *** ** ****** 
  
  I reach out to the store and I was provided a toll free number to speak with warranty staff. I spoke with a representative on April 11, 2023 and he emailed me a link to complete a form which included some pictures as per their test. Now when I filled the form send some pictures on the same date (April 11) and I got a response back from sleep country on April 12th that the warranty department does not see any defect as the measurement has to be over 1.25 inches impression.
  When I filled the form I did mention the impression as 2 inches, which is being generous as the test is done without any pressure or any weight on the bed, if I put a little pressure the mattress sinks in over 15 inches. I reached out to speak with the customer service/ warranty team again the representative told me they can have some one come and take a look but we will have to pay the cost of the visit. **** ** ** ********* ***** ***** ***** ******* ******** *** ***** *** *** *** ******* ** *** **********

  Business Response

  Date: 18/04/2023

  Hi ********, 

  I am sorry that you are not finding your mattress comfortable. 

  The warranty parameters are set in place by the manufacture and not Sleep Country Canada, so we also have to respectively follow the parameters set in place. We are looking for sag of 1.25 with no pression applied or with no body weight on the mattress to show the true depth of any sagging in your mattress. The foam is designed to take your shape of your body when compressed, thus there is no way to measure a body impression when pressure or body weight is applied. 

  Someone from our customer service team will be reaching out to setup up an in-home inspection at no charge as a 1 time accommodation to ensure we have exhausted all avenues of addressing your concerns with this mattress. 

  Kind Regards, 

  Customer Answer

  Date: 23/11/2023

  This is a follow up on my previous issue that was raised in April of 2023. I had resolved it with a manager and was offered a 50% off coupon without expiry date for any future purchase and to be placed on my account. On November 3, 2023, I reached out to Sleep Country Customer Service center to enquire about this coupon on my file and to know about how to use this discount, this is when I found out there is no coupon issued to me, however there are notes on the account about the conversation, so based on that the manager on call decided to provide me a coupon of 50 % off on regular price item and 25% on sale item, which was not the first agreement and also that I have to use my coupon with in a month as it expires on Dec 3, 2023. We went to the store on Nov 11, 2023 and requested the sales person to view the notes on my account based on recommendations left of what type of mattress best suits my back support. The sales person sold us a mattress without using the coupon. I slept on the mattress for a week and I am now in the worst pain of my life. I visited the store again on Nov 18, 2023 and spoke with the store manager, he said we can make an exchange but cant do it before 21 days, when I expressed that the back pain is so bad like never before he said to call customer service and speak with them for exception. Also based on the recommendations they have another mattress in stock which will cost me another $700 dollars, I said that we can use the coupon, said no other discounts can be added and that I will have to take on the additional cost. However this is only if the customer services makes an exception. Since then we had bad experience with customer service call as the agent refused to arrange a call from a manager and the second person we spoke with said will have the regional manager contact me. Its been two days and no one has called me, at this point I do not want to deal with this stress and would like to return the mattress and need a refund for it.
  

  Business Response

  Date: 30/11/2023

  Hi ********,

  Hope you are doing well. We are sorry to hear about your experience with us so far. Our records indicate that an exchange was completed 2 days ago where we provided you with a ****** two king size mattress using the discount voucher. We are hoping the issue is now resolved. If you have any questions for concerns, please contact our customer service team at 1-888-753-3788.

  Regards

  Customer Answer

  Date: 07/12/2023

  
  
  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:06/04/2023

  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 will provide some bullet points with all the information pertaining to the ********* **** experience I have had with Sleep Country over the last 13 months.
  Product Purchased: ***** ***** ***** King Mattress
  Date Of Purchase: March 11/22
  ********* ********* ** Price: $1,300 (on sale)
  Invoice #: ********* 
  - Within a month of the expiry of the 100 night Comfort Guarantee, we began to notice the body impressions on the mattress were beginning to impact our sleep.
  - We continued to sleep on the mattress ******** **** ***** ****** *** ** ****** and they got worse. We began to notice signs of sagging from the side view.
  - Reached out to SC in early 2023 (10 months after purchase) to explore my options
  - SC advised me I could submit a claim through their Priority One warranty team
  - Took all my photos and measurements - submitted my claim on Feb 9/2023
  - Claim was denied as the body impressions were only 0.75" deep and that was within the acceptable range. No explanation was given for the sagging.
  - Feb 23/23 - explained to the representative the mattress was less than a year old and that it was not acceptable that I should have to suffer through an unknown period of time before the impressions were "unacceptable"
  - The SC representative  told me I could escalate to the manufacturer - she would email them right now and get back to me when she heard back within a week.
  - Nothing back and called in mid-March. I was told they heard nothing and would escalate it again to the manufacturer.
  - March 31 - heard nothing back and called again. Peter told me he would escalate it again, or I could reach out to the manufacturer myself as I may get a better result. I let him know I bought the mattress from Sleep Country and it was their responsibility to manage this - not mine.
  - April 5 and I have still heard nothing back.
  - We finally decided to purchase another mattress (not from Sleep Country) as we could not continue sleeping on the Serta mattress any longer.

  Business Response

  Date: 18/04/2023

  Hi ******* 

  I am very sorry that you have not received a follow up call as of yet, to have your concerns addressed. Someone from our team will reach out to you within 1-2 business days. 

  Kind Regards

• Initial Complaint

  Date:28/03/2023

  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.

  I purchased an adjustable frame from Sleep Country Canada on April 5th 2022 delivered April 28th 2022. Total price $1,544.82 including a 10 year extra warranty.
  
  On May 31st, 2022 I ordered a ***** ***** Mattress Firm 2.0 by *****. It was delivered on June 3rd. Total price 575.28. This came with a 5 year warranty.
  
  During the month of November ( near the end) I began having problems with both the frame ( making a grinding noise and the mattress sagging in the centre).
  
  I am a bed ridden patient under the care of palliative Dr. ******* ******* in the Cornwall, Ontario area. I called the store on April 5th, 2022 and spoke to *****. I told her of my situation including my height and weight. Based on her knowledge of the products which Sleep Country Canada has to offer, she suggested the above noted mattress. I was then and am now still unable to walk and completely bed ridden. Therefore, based on her opinion, I purchased the ***** ***** mattress as described above. The mattress was great for the first five or so months. Once, six months approached, both the frame and mattress began to exhibit signs of failure, I began an exhausting attempt to have Sleep Country Canada resolve these problems. That date was December 6th, 2022.
  
  The frame was replaced in February of 2023 with the same product purchased, The mattress continues to be a nightmare.
  
  Attached you will find detailed notes of dates, times, names, phone discussions and absolute disregard for customer satisfaction and overall disrespect for clients.
  
  I believe that in all fairness, I have exhausted every avenue available to me to resolve this outstanding issue concerning the mattress It has been replaced 3 times with mattresses other than the one I purchased. The most recent mattress being unusable.
  
  This bed was purchased for a specific reason as was the mattress.
  
  I request a full and complete refund on the mattress so that a new one can be purchased elsewhere.
  
  ****** *** **** **********

  Business Response

  Date: 29/03/2023

  Hi ********, we sorry to
  read of experience regarding your ***** mattress. Your comfort is important us,
  and our focus is to work with all our customers regarding warranty and comfort
  issues. Advocating on our customer's behalf with the manufacture when a warranty
  issue arises. I have reviewed your file and can see that ***** agreed to
  replace your mattress under the warranty, this exchange took place on March
  14th, 2023. It was then brought to our attention, that you felt the wrong
  mattress was delivered and a new mattress was reselected and delivered to you
  on March 19th, 2023. I do not see any notes after the new mattress was
  delivered on March 19th, that there were any concerns brought to our attention with this new
  ***** mattress allowing us the opportunity to review and address these concerns
  with you. Please do not hesitate to reach out to our customer service team if
  indeed there are issues with your new mattress, so that we can work with you
  on finding a fair and reasonable resolution. 

  Kind Regards

  Michelle 

  Customer Answer

  Date: 10/04/2023

  I am sending you this short email as I attempted to reject the response from Sleep Country Canada twice but the site did not allow me to proceed.
  
  As I have mentioned to you, I am a bed ridden palliative patient under the care of De. ******* *******.  This bed was purchased for my living room and is adjustable.  At the time of purchase, I was unable to walk and called the local Cornwall store and spoke to ***** who was very helpful.  I described my situation gave her my height and weight and she suggested the ***** *****  2.0 firm manufactured by *****.  The mattress was great but began to have a sinking problem.  So I began what seems to be my unending communication with Sleep Country.
  
  ** ***** ** ********** *** **** *** *********** * *** ** ** ******** ********** ******** * ****** *** ******* ****** ****** ***** *** ******* ** *** ***** *************  * **** *** ******** ** ** **** ******
  
  Just to confirm, I am rejecting the response from Sleep Country Canada.  This bed was purchased for a specific reason and is not logical for me to continue to chase this company so that the obligation under the warranty is respected.  I had patiently gone through two exchange for was is now understood to also be a ***** ***** but sub-par to what I had purchase (***** in customer service confirmed this during a phone call) using materials which were a down grade of the original.  Sleep Country then credited my account for the purchase price ********* ** ********** *** * **** ***** ****** **** ****** **** *******) but I was forced to obtain a third mattress directly for ***** again at the store.  This mattress is an extra firm ***** and is unusable.  It is like sleeping directly on a hard wood floor.  I purchased a "4 inch toper from ****** and this did not help at at.  
  
  Continuing to call Sleep Country, having another unusable mattress has proven to be to difficult for me considering my depleting health.  I should not have this much trouble to begin with.
  
  Thank you for your time and I would appreciate your help in communicating my rejection response to Sleep Country *** ********* **** **** * **** ** *** ******** **** ********** ***** ** ***** ********** ******* **** ******** ** ***** *********
  
  Many thanks
  ******** **********
  613-935-3593
  
  

  Customer Answer

  Date: 11/04/2023

  Just reviewed your responses and noticed you mentioned that you tried calling both my numbers twice and no answer....I am bed ridden and have both my home and cell phones beside my bed and have personal messages on each. Maybe we can double-check the numbers so no call is missed.
  
  ******** **********
  *** *** ****
  *** *** ****

  Business Response

  Date: 12/04/2023

  Hi ********,

  someone from our customer service team will be reaching out to you, so that we can work together on addressing your concerns. 

  Thank you 

  ******** 

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Today I received a phone call ***** at 2:52.  Said she would look into my file and see what she can do to replace.  She said she would call me back.  Advised her that all sleep country agents have said this and my issue is still ongoing.  I have purchased this unusable bed.  It has been in my living room for 6 weeks now and I stuck on my regular bed in my bedroom.  Sleep Country has have since December 6th, 2022 to resolve and respect their warranty.  It is rather simple.  I purchased a certain quality bed.  It was warrantied.  Three replacements later, I do not have a proper replacement.  

  At 4:25 ***** did call me back to say she is still working on it but now SHE WILL BE OFF FOR FOUR DAYS.  Will continue investigation when she returns on the fifth day.  UNACCEPTABLE.

  This appears to be a stall tacti by Sleep Country.  Terrible, Terrible customer service.

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

  Business Response

  Date: 13/04/2023

  Hi ********, 

  We will continue to do our best to work with you. Being that you are unable to visit a store to try the comfort level of our mattresses, it will take us time work with our sales team to determine the best mattress that will hopefully meet your comfort needs, as comfort is subjective to an individual and we normally prefer a mattress be tried before delivery. 

  We appreciate your patience and will follow up again as promised. 

  Kind Regards, 

  Michelle 

   

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
   I am not receiving some responses from Sleep Country concerning my complaint mentioned in the subject line.  I rejected a response on April 12th.  Sleep Country sent a return response on April 13th which did not arrive in my emails.  I accidentally saw it when I logged on to my BBB account and checked the history.
  
  None the less, I would like to escalate my complaint within your office.  This company has been giving me the run arround since December 6th, 2023 for a warranty mattress costing less than $500.00.  The amount spent at their store was approximately  $2,350.00.  This amount is for the mattress along with an adjustable bed since I am bed ridden and am moved to this bed in my living room during the day as doctors, nurses, PSW's and my caregiver must attend to me in a more open space than that in my bedroom where my night time bed is that is not adjustable.
  
  Sleep Country has replaced the original mattress 3 times now.  Twice with a two mattress from a different manufacturer then the original  (*****) and is sub-par to what I oringinally paid for.  This was confirmed to me by ***** at Sleep Country customer service on March 14th a few hours after the second wrong sub-par mattress was delivered.  They then replaced it with a mattress from ***** which had been discontinued and is as hard as a wooden floor.  I then finally contact the BBB.
  
  The frist response from Sleep Country cited they chage the mattress twice.  When I rejected this response on April 12th, they came back on Thrusday the 13th by having another customer service clerk call me (*****)  to tell me she will look into it but is off for the next four days.  I rejected this response aswell.  Later that day, another response came in from Michelle, now citing the problem is that they woud prefer customers to come in an try the bed first.  That is another stall tactic since I did not go in to try the first bed for which they took my money rather quickly.  It is this response that I have received no email for and could not response to via the system and am therefore writting another long winded and repetative email for.
  
  Can you please help.  * ***** **** **** ***** ****** ** ** *** ******* ** ** *** ****** *** ***** ** **********

  Lastly, I want to remind Sleep Country that when they sold me both the adjustable fram and mattress totalling approximately  $2,350.00, ***** at the Cornwall store location was wull aware of my health condition and everything was done via phone.  Nothing has changed except for the fact that the entire bed unit is rended useless since March  7th.  I have been stuck in my bedroom on a non-adjustable bed with $2,350.00 spent on a Sleep Country adjustable bed unit which is rendered useless.  Forty one days later, I am still being shoved around for a warrantied product because I am disabled.

  Business Response

  Date: 19/04/2023

  Hello, we are very sorry to have reached this crossroads. Our goal is always to provide our customers with a great night's sleep, and our hope in this situation would have been to replace the current uncomfortable mattress with one more suited to the customer. However, as she has been unable to test the products it is difficult to ensure that this takes place, and the original mattress is no longer available. As such, we agree to return and refund the mattress so that the customer may hopefully purchase the best mattress for them elsewhere. One of our agents will be reaching out ASAP to make the arrangements.

  Customer Answer

  Date: 23/04/2023

  
  
  Complaint: ********
  
  
  Hello ******** *** ******,

  I had to chose the button that said :"reject" as there is no button that says "working on"

  ******** and I have agreed that Sleep Country will be replacing the mattress that is in my home and useable as discussed on Friday, April 20th.  We have agreed that she will either send a ***** **** or a ***** *****.  ******** is aware that the delay has already been excessive and promised to call me back on Monday, April 24th to confirm which is the best mattress and which one she can deliver to me within the shortest of delays.  

  I just also wanted to add that the ***** mattress in my home remains unused and must be taken back by Sleep Country.

  Also, I just wanted to let ******** know, as I discussed with ****** briefly on Friday afternoon, that my health remains very poor.  Should I be in hospital, my mother ***** ********** is my caretaker and has full authority to chose the mattress with ******** should I be unable to speak to her.

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

  Business Response

  Date: 25/04/2023

  Hi ********, 

  We appreciate your patience while we try to determine a mattress that will meet your specific needs. As discussed I am currently waiting on the status of how soon we get a new mattress out to as there are some delays for this particular manufacture. I apologize I have had no update for you since we last spoke, but I am working on your file and hope to have info for you before the end of the week. 

  As mentioned in our discussion, I understand this is been a difficult time for you and we do not want to add to your stress. Our offer to pick up your current ***** mattress and provide a full refund still remains an option.

  Kind Regards, 

  Michelle 

  Customer Answer

  Date: 26/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as my email stated to you yesterday and since no response was provided to me on Monday, April 24th as promised, you will have to confirm the manner in which the refund will be submitted.   

  As you are well aware, I am palliative.  Therefore, personal accounts and items are being closed before a transfer to a long term home facility.  The credit card used to purchased this bed is one of those items.  Therefore, issuing a credit there will bounce back and God knows how long it will take your company to figure this one out. 

  Since a bed is required for a move, it is essential that these funds be provided asap.   

  My email specifically asked for you to provide a date and manner in which this would happen. 

  It must be clearly understood that any faith in "Sleep Country" doing the correct thing and not prolonging this resolution is non existent.  
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 04/05/2023

  Hello, this message is to serve as confirmation. We have worked with the customer to exchange the mattress to another model which we hope will suit them. The exchange was completed April 30th. We're happy to have reached this arrangement, and if any issue arises please do not hesitate to reach out.

  Customer Answer

  Date: 07/05/2023

  
  
  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 must add that Sleep Country Canada has the worst customer service and resolution process I have experienced in my 53 years of doing business.  

  The Better Business Bureau has also rapidly gone done hill.  If anyone at the bureau takes a minute to read this. Please provide how to now officially put a personal review on your site concerning this most disagreeable company.

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

• Initial Complaint

  Date:24/03/2023

  Type:Service or Repair 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.

  Purchased a bed/box spring on Jan 29/23 from Sleep Country. Delivered Feb 11/23.Paid $1770.94. **** *** * *** ******** *** **** ** * *** *** ********* ******* *** ** * ******* *************** **** ** ** ***** **** I needed to have a good bed to help alleviate some pain. **** ******** *** * **** *** *** ***** * ** ** * *** ** *****I only had this bed for 1 month and 7’ days before I noticed sagging at the top half of the bed ***** ****** ****** **** ****. I called Andrew W. who sold me the bed ASAP he assured me that the warranty process was quick and simple and I would have no problem because the bed was so new, ** **** ** *** ***** *** *** ****** ******** ** *** * ************* ***** ******* I have amazing support for the mattress, new box spring,heavy alloy steel frame with 9 support legs,center support up to 3000 lbs.March 18th sent request for a new mattress, filled out forms with pictures. I was told within two days I would have a response. Haven’t heard anything from sleep country so I called Andrew on March 23 to try and get an update,no response. * ** ** **** ** **** **** *** **** **** *** ***** ******* *** ** * *** **** ** ** **** *** ****** ***.
  I just want to have the proper bed that I paid for with no defects *** **** **** *** ***** **** ****** ** ** ****. The indent in the bed is so clear that you can literally see it when the bed is made. I am not asking for a better bed. I’m not asking for anything extra. * **** **** ** **** **** * **** ** **** ****** ****** * **** **** ******* * ****** ****** ** ******** ******* **** ** ***** ******* ** **** *** ***** *** ** *** *** ** *** *** ***** ** *** **** **** ***** **** *** *** ********* ** ******* ****** ***** ******** ** *** ******** *** **** ** **** ******** ** ********* ** ******** *********** * **** **** **** ********** **** ***** ******* ***** *** **** ** ********** ** **** **** * ******** **** **** ******** ****** ****** **** ********* **** ** ************ ********* ** * **** ********

  Business Response

  Date: 24/03/2023

  Hi ******,

  Hope you are doing well. We are sorry to hear about your experience so far. Our records indicate that your warranty claim was approved and an exchange is already setup and scheduled for delivery on March 26th. I will reach out to you directly as well. We apologize for the inconvenience and hope to rectify this issue as soon as possible.

  Regards

  Customer Answer

  Date: 25/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference and find that this resolution is satisfactory to me. Thank you from the bottom of my heart for your help! Without the BBB I probably would not have had the warranty honoured. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:23/03/2023

  Type:Service or Repair 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.

  I bought a mattress online from ***** Canada. Their website advertises free delivery and returns. Tried the mattress for a couple weeks and decided we didn't like it so I started the return process. In Canada *****'s order are filled by Sleep Country Canada. Sleep Country told me there are not free returns, it is exchange only and I would have to pay a $50 re-stocking fee. I contacted ***** via online chat and they told me I was entitled to a free return. Sleep Country refuses to process my return.

  Business Response

  Date: 23/03/2023

  Hi *****,

  Hope you are well. We are sorry to hear that you are not happy with your mattress. Sleep Country is the exclusive retailer of ***** mattresses and unfortunately we only offer exchanges if you aren't satisfied within the first 100 nights. If you purchased the mattress directly from the Vendor (*****sleep.com) then their return/exchange policy would apply but they don't to Canada through their website. Our return/exchange policy is available on www.************.ca under delivery and exchanges. We understand that you have already purchased a mattress elsewhere. I will reach out to you directly through your email address to go over some options. We are sorry for the inconvenience and hope to get the matter resolved as quickly as possible.

   

  Regards

  Ray

  Customer Answer

  Date: 24/03/2023

  
  
  I am rejecting this response because:

  The ***** Canada website clearly states that they offer free delivery and RETURNS within 100 Days. ****** *** *** ******** *********** *********** I contacted ***** via their online chat and their representatives confirmed I am entitled to a free return.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 24/03/2023

  Hi *****,

   

  I have responded to you directly via email. I will reach out to you next week with an update.

   

  Regards

   

  Ray

  Customer Answer

  Date: 28/03/2023

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

• Initial Complaint

  Date:15/03/2023

  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.

  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

  Date: 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

  Date:13/03/2023

  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.

  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

  Date: 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

  Date:10/03/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:18/11/2022

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/11/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.