Reviews

This profile includes reviews 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

  94 Fanshawe Park Pd E London, ON N5X 4C5

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  Sleep Country Canada

  522 Montreal Rd Ottawa, ON K1K 0T9

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  Sleep Country Canada

  M3-81 Riocan Ave Nepean, ON K2J 5G5

Review Details

• Review fromRichard Z

  Date: 19/07/2023

  3 stars

  Richard Z

  Date: 19/07/2023

  Ordered a new mattress under warranty. Unfortunately, we had left for Florida and could not lay on it till we got back three months later. We had to move the bed for painting the room and discovered two patches and an 18 inch tear on the bottom side of the mattress. This was obviously not a new mattress that they had sent us. Now they claim because we are so late. This is not a warranty mattress and I even thought we have a 10 year warranty. they are refusing to do anything about it. Our next step is to go to consumer alert.

  Sleep Country Canada

  Date: 27/09/2023

  Hi *******,
  Hope you are well. We are sorry to hear about the issue with the mattress you purchased with us. The warranty is provided by the manufacturer and unfortunately rips/tears/stains are not covered. Upon delivery the customer is required to inspect and sign off on their order. Did you not see the tear when the item was delivered? I am unable to locate an account under your name or email that you provided. Can you please email me directly at r**************@************.ca with your order# in the subject line and also a brief description of the issue in the body of the email. I will review your file and contact you with some options. We apologize for any inconvenience and hope to resolve this matter as quickly as possible.
  Regards
  Ray

• Review fromLynn L

  Date: 17/07/2023

  1 star

  Lynn L

  Date: 17/07/2023

  Buying the mattress and delivery went well. 3 months later our mattress started having a large bubble across the Center of the mattress. We bought from sleep country because we are a couple in our mid 70’s and they delivered and set up our bed frame and mattress and took away the old one. When I contacted the store about our mattress problem they sent me to customer service, the customer service was polite but their forms they sent us to complete were ridiculous. First they told us if their were any marks on the mattress or if the label tag had been removed our 10 year warranty was void. It would have been nice to get this information from the sales person. We were then asked to take measurement’s and pictures that required us to lift the mattress off the bed frame and use a ruler and broom stick, also to take pictures of the bed frame we bought from them with our mattress and pictures many pictures from all angles. We have the bed in a very small room in our park model summer trailer., lifting the mattress ourselves was impossible. We were first told someone could look at the mattress to see if it qualified for replacement for $50.00. The next day we were contacted and told because of our location we would have to pay travel time (around $200) although they delivered to our location. We ended up getting help from friends to take the pictures as best as we could, so much for customer service. The process to make warrant claim took a month and was very stressful. I and our friend and neighbour's would never buy from Sleep Country again.

  Sleep Country Canada

  Date: 26/09/2023

  Hi ****,
  Hope you are well. We are sorry to hear about your warranty claim experience with Sleep Country. Our records show that your mattress was defective and we replaced it with a brand new mattress in July. The warranty is provided by the manufacturer and not Sleep Country and they do require that certain guidelines are met before your mattress gets approved for warranty replacement. The technicians do not work for Sleep Country and they only cover certain areas when it comes to in home inspections. Our online claims process is quicker and free of charge but unfortunately we do require specific pictures to process your claim. We appreciate your feedback and we hope to make it easier for our customers to open a warranty claim.
  Regards

• Review fromSandra T

  Date: 13/07/2023

  1 star

  Sandra T

  Date: 13/07/2023

  Terrible experience with sleep country and I will never shop there again. I spoke with customer service multiple times over a few weeks and they kept putting me off saying a manger would call me back, no contact was ever made on their part. I finally called back today and spoke with a very unempathetic and abrasive gentleman Jay, who informed me the manager Carol had already made a note that there was nothing further they could do to help me and refused to let me speak with her or any other manager.
  A very disappointing experience

  Sleep Country Canada

  Date: 26/09/2023

  Hi ******,
  Hope you are well. We are sorry to hear about your customer service experience with Sleep Country. Our records indicate that you had purchased a Silk Duvet which you had issues with. We then provided you with a $174 gift card which you used to purchase a different duvet cover while keeping your old silk duvet. If you are having issues with your Organic duvet cover, please visit a store to see if it can be replaced under warranty.
  Regards

• Review fromAmelia Z

  Date: 01/06/2023

  1 star

  Amelia Z

  Date: 01/06/2023

  ***** ***** **** ** * ****** Company has warranty on their products. I submitted a claim recently and it was denied. I stated prior to submitting the claim that there were stains on the mattress as I tried to clean it. There were also threads coming loose all over the mattress and I always used bed sheets and a mattress protector because that is just sanitary, they claimed that the threads coming loose were a result of not using proper bedding as well. I contacted the manufacture of the mattress and they said that it was in fact, sleep country Canada‘s responsibility to cover the warranty however, upon speaking with sleep country, they claim that it was the manufactures responsibility to cover the warranty , they stated that they were just the middleman and that after the mattress was bought in the 90 days have passed no longer had jurisdiction over whether or not a claim would be approved or denied. **** *** ******** *** **** *** **** ** *** *********

  Sleep Country Canada

  Date: 05/09/2023

  Hi ******,
  Hope you are well. We are very sorry to hear that your warranty claim was denied. The warranty is in fact provided by the manufacturer of the product (**********) and Sleep Country being the retailer, helps facilitate the warranty process. I will email you the warranty card from the manufacturer and also go over some options. We apologize for any inconvenience and hope to resolve this matter as quickly as possible.
  Regards

• Review fromShannon B

  Date: 27/05/2023

  1 star

  Shannon B

  Date: 27/05/2023

  Worst business ever !! I returned a mattress protector the next day and I was told I couldn't get my refund in which I paid..debit . They had to mail me a cheque! Are u kidding me. I waited 5 weeks for the cheque only to find out that the bank couldn't cash it. It was put on hold for a week. Bank said they have received fraud cheques from this business before. This is the second time I couldn't get my refund. I will never go back !!

  Sleep Country Canada

  Date: 16/08/2023

  Hi *******,
  Hope you are doing well. We are very sorry to hear about your refund experience and apologize for any inconvenience this may have caused. Unfortunately we only issue cheque refunds for any payments made via debit card or cash unless the return is done on the same day. If a return is done the following day or anytime after, we only issue cheques unless if it was a credit card payment. If you still have not received your refund, please email me directly at ***************@************.ca and include your customer#******* in the subject line. I will try my best to get this issue resolved as soon as possible.
  Regards

• Review fromChristine R

  Date: 09/05/2023

  1 star

  Christine R

  Date: 09/05/2023

  We purchased a very expensive mattress and it was uncomfortable and caused back pain and started to dip within a few months of use. My husband and I are 130 & 180lbs. We had them come and look at it under the Warranty claim service and they refused to replace. They said it wasn't that bad the dip didn't meet their measurement inspection guidelines to the naked eye. This mattress should have been replaced soon after purchase. Every night, I think of this horrible experience. Worst investment ever!!!!!

  Sleep Country Canada

  Date: 23/08/2023

  Hi *********,
  Hope you are doing well. We are sorry to hear that you are experiencing issues with your mattress. We understand that your warranty claim was recently denied. I will contact you directly to go over some options with you. We apologize for any inconvenience this may have caused and hopefully we can rectify this issue quickly.
  Regards

• Review fromDanella A

  Date: 30/04/2023

  1 star

  Danella A

  Date: 30/04/2023

  I purchased a $2600 certified pre-owned Kingsdown mattress from Sleep Country, but what was delivered felt VERY different that what was tried in the store. The mattress wasn't just 'firm', it was like sleeping on a slab of concrete. Obviously, if the mattress in the store felt like the mattress received, I would have never selected it.
  I called Customer Service and *** **** ** *** **** *** ************* *** **** ** ******* *** ** **************  There was lots of ********* *** ** *********** "As per the policy". It was explained to me that it would not be financially beneficial to Sleep Country to address the issue as they could not re-sell a twice certified pre-owned mattress. I was told I just needed to adjust to the bed.
  When I suggested that perhaps the fact that two people had received a mattress that they tried in the store but weren't happy with upon receipt, that the problem may lie with the mattress in question (is there something wrong with this specific mattress?).
  I was told that this wasn't Sleep Country's issue and that there was nothing they could or would do.
  I have dealt with Sleep Country multiple times in the past and had a very positive experience, but both the in-store and post-purchase experience has been very different this time around. Given this change, I ***** *** ********* **** ***** ** ****** *** will look elsewhere to find a mattress I can actually sleep on.

  Sleep Country Canada

  Date: 01/08/2023

  Hi *******,
  Hope you are doing well. We are sorry to hear about the issue you are having with your mattress. We also would like to apologize for the poor customer service and sales experience you have had. Generally speaking the certified pre owned models are final sale items and we don't provide the 100 nights of comfort guarantee on these products. As an exception we did provide an exchange initially when you had purchased the Casper Nova mattress which was also a certified pre owned model. Mattresses do tend to soften up over time as your current mattress will also soften upon usage. I will have someone from our team contact you and offer a mattress topper at no charge. A mattress topper is a 3 inch thick foam which can be placed on top of your mattress to provide additional cushion so your mattress won't feel as firm as it currently does.
  Regards
  Ray
  Regards
  Ray

• Review fromJennifer C

  Date: 26/04/2023

  1 star

  Jennifer C

  Date: 26/04/2023

  Just absolutely terrible. What is wrong with them. I bought a mattress 2 years ago, an I am not heavy, however I noticed my back was getting sore and I took the mattress topper off to see what the problem was. There, right along the middle where I lie, the mattress was all sunken.
  I phoned Customer Service and this is when the joke started......procedure is as follows:
  You have to get a broom and lay it across the bed, then get a tape measure and measure the dip....then, if you live alone, like me, you have to try and hold the tape measure and take a photo of this. It should be over 1 and half inch dip........less than that you have no luck. Mine was quite clearly over, so i sent in photos only to be told that I had only sent 5 and needed 7. Took more pics and sent that in, only to receive an email later to say, that the pics i sent were good, but they needed some more. How can a large firm like Sleep Country insult people like this, and stoop so low and insult people by having them measure the dip in their beds.
  I asked what did the warranty include....and you know what it included.....a saggy mattress. I have yet more photos to take again, however I feel like going to ****** **** to expose this insulting way people are treated. Will send the photos this weekend and wait to hear their reply before I do this.

  Sleep Country Canada

  Date: 24/07/2023

  Hi ********, 

  
  

  We apologize for any inconvenience you experienced while completing our  online warranty claim. Our aim is to work with you and our manufactures to address any defects you reported. Please note that the warranty is implemented by the manufacture and we must also follow their guidelines for approval. The method of taking pictures for assessment is approved by the manufacture as the most accurate way to depict the sag depth.

  
  

  We'd love to discuss this further and explore other options to resolve this issue. Someone will reach out to you soon 

  
  

  Kind Regards, 

  
  

  Michelle 

• Review fromAlia E

  Date: 03/04/2023

  1 star

  Alia E

  Date: 03/04/2023

  Their mattress covers are terrible! We have purchased 3 of them, one for my bed akd one for each of my kids. My daughter had a small pee on her bed and it leaked right through. My son was sick on his bed, same thing. They protect the mattress from absolutely nothing and we have wasted hundreds.

  Sleep Country Canada

  Date: 28/06/2023

  Hi ****,
  Hope you are doing well. We are sorry to hear that you are having issues with your mattress covers. If you had purchased a mattress protector along with the purchase of the mattress, there should be warranty in case if the mattress protector fails. In order to have your account reviewed and to start a claim, please call our customer service line at ************** and one of our associates will assist you. We apologize for any inconvenience and hope to resolve the issue as quickly as possible.
  Regards
  Ray 

• Review fromEvlyn S

  Date: 01/04/2023

  1 star

  Evlyn S

  Date: 01/04/2023

  ** **** ** * ****** ****** ******* ** ******** ****** *********** ****** * ***** ***** I am sorry to give a terrible review because parts of my experience were positive but the negative has far outweighed the positive. About a month ago we purchased two adjustable bed bases and a headboard from our local store. The sales staff was helpful and the bases arrived promptly. So far happy customer. However the headboard was delayed and when it was finally delivered we were told it could not be attached because two right legs had been attached to the headboard. This was pretty apparent visually so I had to wonder what kind of quality control was in place. Another installation was scheduled for a week later and when the installers arrived they opened the package with the new legs- and announced they could not install because again the legs were incorrect. At this point my bedroom had been in disarray for about a month and I was just anxious to get our bed put together. I called the store to speak to the Manager but was told there was no manager but customer service would contact us. They didn’t. I got in touch with our sales rep and finally customer service got in touch. They said we would need a replacement headboard and that would be a week. I was concerned about a further delay and asked to speak to a supervisor. I was told they were not on the phone system and I couldn’t be transferred. At this point my bed is still not put together. My major concern is that no one seems to take responsibility for quality of product and service. The store transfers the issue to customer service, who say there is nothing they can do about the delay. Who inspects the product at the warehouse? Who checks the delivery to make sure it is not damaged? And who offers an apology and/ or some compensation for delays, terrible product and inferior service? Apparently no one.

  Sleep Country Canada

  Date: 28/06/2023

  Hi *****,
  Hope you are well. We are very sorry to hear about your experience with Sleep Country. We understand your frustration and would like to resolve the issue if its still outstanding. The products are packaged and sealed by the manufacturer and the product is unpackaged at the time of delivery. Sleep Country is a retailer but the manufacturer varies depending on the product. Our records indicate that a service call was completed on April 16th. Please email me directly if the issue has not been fixed yet. I can be reached at ***************@************.ca. We apologize for the lack of follow up and any inconvenience this issue may have caused. If you do send an email, please include your customer#********** in the subject line.
  Regards