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 has 146 locations, listed below.

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  Sleep Country Canada

  7920 Airport Rd Brampton, ON L6T 4N8

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  Sleep Country Canada

  578 Wonderland Rd S London, ON N6K 2Y8

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  Sleep Country Canada

  105-1230 Wellington Rd London, ON N6E 1M3

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  Sleep Country Canada

  2 Roydon Pl Nepean, ON K2E 1A3

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  Sleep Country Canada

  759 Gardiners Rd Building A, Unit 1 Kingston, ON K7M 3Y5

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:25/07/2022

  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.

  After spinal fusion surgery, I went to SLEEP COUNTRY about 18 months ago to buy a FIRM mattress to support bones properly. After 2 tries I bought top of the line model and spent $6000.00 savings from pension. I am 75 and have multiple health problems, spine, heart and lung. I stressed that I needed a FIRM mattress to support my back. Salesman said after 2 tries I could not exchange again. I noticed that there was the word "soft" on the bottom of the mattress but did not complain as I had been cut off the 100 night trial terms. I have struggled with increasing pain in back and legs which only gets worse every night on this mattress. I never had 100 night trial, which was voided by his announcement that I could not have another exchange. I never have had the comfortable night's sleep they promise in their ads and the mattress certainly was not fit for the use intended. Also, 2 adjustable bases had to be returned with hydraulics quitting. This month the wiring on the remote control burst out of the cover and sparked and died and I waited 2 weeks to get a call from the manufacturer and I am still waiting for the new one. I need to exchange this mattress for a spring/coil mattress to support my back. My leg muscles are seizing up and spine is crooked on this mattress and I am afraid that it is wrecking my spine and legs. I finally could not stand any more pain and asked for a FIRM mattress. They replied that it was a comfort problem, it had been too long in my home and offered 50% discount voucher on a new bed. What about the $6000 already spent with them? I keep emailing and asking for a Manager's name and address but they sat they don't have that info. One customer Service agent said she "didn't have time to listen to my complaints as it was a Thursday before a long weekend", and she slammed the phone down on me. They take weeks to reply to my mails and keep asking for my reviews on their Customer Services and do nothing. I need a FIRM mattress.

  Business Response

  Date: 26/07/2022

  Hi ******, we sorry to hear that you are not finding your mattress purchased with us in 2020 is not meeting your comfort needs. We do provide our customers the opportunity to try the mattress out for 100 nights to ensure the comfort is suitable. This comfort exchange is a 1 time accommodation, that we allow if unfortunately the first mattress is not working out for you. As per our records, I see that the mattress was exchanged twice in 2020, where we did allow a 3rd comfort exchange as a special accommodation in hopes that we could find a more comfortable mattress for your needs.
  
  While we are unable to extend any further exchanges, we are happy to work with you by providing a discount towards a new purchase as offered to you previously. We are also working diligently with the vendor to have your concerns with your adjustable base taken care of.
  
  Should you have an additional questions please do not hesitate to reach out to our customer service team.

  Customer Answer

  Date: 26/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Wrong mattress delivered, noticed later. No 100 night trial on final mattress. Mattress us getting so soft that I sink in the middle. Was told I the mattress was the best for my back so I trusted the salesman. Has become Health problem due to softness. Why would I pay a discount for a new mattress when the third one was the wrong one?? I have used my savings on this bed and cannot get a good night's sleep; they advertise comfort guaranteed and the bed does not provide it, I was refused 100 trial which is guaranteed. False claims and ads. Seniors beware, been used for cash!

  Business Response

  Date: 04/05/2023

  Hello, I see that this complaint was unresolved at the time. We have been in communication with the customer for other issues, and I wanted to make sure that this was properly addressed. At the time, we offered a discount on a new purchase as it had been two years since the purchase and our Comfort Guarantee no longer applied. I don't see that this was taken advantage of. Has the comfort of the mattress improved, or does the initial complaint (sinking in) remain? We want to make sure we are providing a comfortable night's sleep to our customers.

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  as stated, I did not deal with delivery of the mattress and only noticed the mattress was soft very muh later.  I would necver have ordered a soft mattress after spinal surgery.  I always asked for a firm one.  I am suffering more with this mattress and it has got softer with time.  I also have put on weight with immobility issues which is not supported by this mattress.  I will certainly not give them any other cash after spending $6000 and NOT RECEIVING THE CORRECT MATTRESS IN THE FIRST PLACE.  As a consequence my back is much worse than it needs to be and this is because i need a FIRM one.  It has been by far the worst bed I have ever had in my llifetime.  My husband passed away at Xmas and I am having to cope alone and need a proper night's sleep, which I have NEVER had with this bed. All in all a huge mistake to buy from this company.  It would be interesting to know how many more complaints are filed against this company.  Some research involved.  I NEED an exchange (final) to a firm mattress in this top of the line model at no further cost and haulaway of the used one.  Then I might be able to cope with everything and I will gladly withdraw the complaint.  That is the only solution for my back pain and there is no more cash available.  I spent my savings on this purchase and wholly regret it.  For he company to keep harping on about "too late" or "comfort problem" shows that they are not taking my explanation seriously and do mot want to be involved in a solution.  Their sales staff made an error and they will not admit it, he ordered the wrong one after being told many times instore that it must be a firm mattress to support my back surgery.  Pleas show a little empathy and see how it has affected my health, not for a comfort issue but a wrong delivery.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 08/05/2023

  Hi ******,

  Hope you are well. We are sorry to hear about your husband passing away. Our condolences to you and your family. We are also sorry to hear that the issue with your mattress hasn't been resolved yet. Our records show that you upgraded one of your mattresses in July 2020 to a *** ****** Blue mattress from an ***** ****** and paid for the difference in price. This was a comfort exchange which we provide to all our customer's that are within the first 100 nights of purchase. Unfortunately too much time has passed (almost 3 years) so we aren't able to provide a comfort exchange however if there is a warrantable defect with your mattress, we can definitely open a warranty claim. We understand that the mattress is causing severe health issues and you are struggling with getting a proper nights sleep. The warranty on the mattress is provided by the manufacturer ***********. We can try to get your mattress replaced under warranty as long as it meets certain guidelines. The body impression or sag on the mattress has to be 0.75 inches or more without any pressure being applied. Please email me directly at ***************@************.ca so we can explore some options. Please include your customer#********* in the subject line.

   

  Regards

  Ray.

  Customer Answer

  Date: 23/05/2023

  The situation remains the same.  Why I should pay 50% on a new mattress is beyond me seeing that the wrong mattress was originally delivered.  This matter will never be resolved unless I receive the mattress I should have done in the first place.  As far as I am concerned they obviously don’t care about their customers’ comfort else they would be delivering the correct mattress to me now.  As far as I am concerned they had $6000 out of me and I am left with a bed that hurts my spine, contrary to their claim that they offer a good night’s sleep.  It couldn’t be further from the truth.

• Initial Complaint

  Date:14/07/2022

  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.

  On May 25th 2022, I purchased a mattress and Laura adjustable base from the Oshawa Sleep Country store.
  The base was a floor model and we were told that it would be final sale.
  
  Upon delivery the base was damaged (tears in the fabric that were clearly cause in transit bc the bag it came in was also ripped). The delivery man said he does not work for the company so to call the store.
  The delivery men left us with the base and mattress but did not install.
  
  I called back to arrange an installation. The same men returned, but were unable to get the base up our staircase. In the process they put a dent in our wall and our banister. Once again the 'installers' said they do not work for sleep country and therefore didn't know what to do. I called back for an additional installation service.
  
  A third group of different delivery men came and brought the base upstairs, but informed me that the base was missing its essential remote control. I was asked to call the company and ask for a replacement.
  
  The replacement was sent, with no instructions for pairing with the base. I called costumer service and spent over 30 minutes with an agent attempting to pair the device. They concluded it was not working so we ordered another service appointment.
  
  The service person arrived and spent some time attempting to pair the remote to the base. He was unsuccessful. This service call was on July 8th, 2022.
  
  I was hoping for a call to give next steps but no call arrived.
  
  It has been 6 weeks and we have a ripped non operational base, wall damage and no customer service outreach. Each time I wait for a service call I have to make sure I'm home the whole day. It has been 4 days for service calls up to now.
  
  Floor model with final sale conditions aside, we purchased this item for $1799.00!! We're extremely dissatisfied.

  Business Response

  Date: 02/08/2022

  Hi Catherine, we apologize for your overall experience and that your adjust base is still not functioning as it should!
  
  As explained today when you spoke to one of our customer service reps, you adjustable base will be exchanged for you. Your sales representative will guide with you the next steps. Should you have any questions please do not hesitate to reach out to our customer service team. 1 888 753 3788
  
  Kind Regards
  
  Michelle