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Business Profile

Mattresses

Dormeo Canada Ltd.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Delivery Issues
    Status:
    Answered
    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 ordered the full size Dormeo mattress topper back before Christmas. All the tracking info keeps telling me is it's stuck in ***********. The CS reps keep giving me excuses why it has not been delivered yet. That it will be picked up and I will be refunded. That's all they keep saying. Recent info- " Date Event Location Comments
    2024-12-10 14:59:32 NON-ATTEMPT *********** Driver Weather
    2024-12-10 08:34:07 WITH COURIER ***********
    2024-12-06 08:56:59 MISSORT DARTMOUTH
    More info- Dormeo Canada
    Dec 2, 2024, 1:34 PM <----- this is the date ordered ( the mattress topper )
    The excuses they are giving for ****** Courier tracking number: ********************** Please note that due to increased demand during the holiday season and disruptions caused by the ****** **** strike, ****** is currently experiencing delays in their services. Unfortunately, these delays are beyond our control. Your package is already with ******, and while we have requested rerouting it back to us, it is not always guaranteed.

    If ****** is unable to reroute the package in time, we kindly ask that you refuse the item upon delivery. This will allow the driver to return the item to our warehouse, and we can promptly process your refund. If you’re unable to refuse the delivery, please let us know and send us a picture of the unopened box. We will provide you with a prepaid return label to send the item back to us.
    I would like either the money refunded to my credit card or the mattress topper. I'm tired of their excuses and was it stolen in *********** ? This was overover two weeks ago I ordered from them. So those are the options. My money BACK, or the topper from Dormeo. **** *** ***** ********* *** ****** **** **** **** ********* ** ****. Thank you.


    Business Response

    Date: 18/03/2025

    Hello ******.  We apologize for the delay in our response and your experience with your delivery.  Unfortunately we had issues over the holidays due to the postal strike causing significant delays in shipping status updates and overall deliveries. We were able to reroute the package and provide you with a full refund.  As much of this was out of our control we appreciate your concerns and feedback and will look to improve our communications in the future. Take care.  

Dormeo Canada Ltd. is BBB Accredited.

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