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October 2024 by Anthony Maher
I am disappointed to write this but the customer service I have received regarding a defective bed that I purchased has been extremely poor. I was promised a replacement bed, but it has been months and still no replacement has arrived. Case number is #1010973 "9000G604237. Please assist.
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October 2024 by Greg H
I did buy 78" Dorset TT NT Matt, $2,000.00 HST Extra, mattress only.
Two weeks later depression of more than 1-1/2"was noted and warranty claim was placed.
It was a month ago. No results.
Claim # 172H022933.
Store will do nothing, they would not even discuss the issue.
According to Sleep Country problem is with manufacturer. No return, no money back. Never mind that mattress was purchased in Sleep Country Ajax store, and accidentally money were paid to Sleep Country.
Warranty is of no help, 1-3/4" on measuring tape is 1/4" - that what I was told.
Photos were send four times already.
The only response was computer generated meaningless two sentences with advise to contact. Whom?
You do have Claim #, respond please.
G.
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October 2024 by Katherine McManus
Edit. I still don't have the mattress. I have been now given the fifth delivery date! Five different delivery dates!
I ordered a mattress online and was given a delivery date at the time. The follow-up email had the same delivery date. The next day another email came with a different delivery date, one when when I wouldn't be there to accept the mattress. I tried to change or cancel by speaking to customer service with no luck. Today I got another email with a different delivery date! 3rd delivery date!
Again I am not there to accept the mattress. I have made many phone calls to work this out with no success! This has been a very ridiculous situation. I don't know where the mattress is now and when it will be delivered. I will NOT ever purchase from Sleep Country again.
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October 2024 by elaine o
I don’t normally ever write bad reviews so writing this means a lot. SAVE YOUR MONEY AND PURCHASE ELSEWHERE! The stress that this company gives by not giving you the items that you purchased is not worth it I promise you. Purchased a mattress over a month ago and have yet to receive it. It took two weeks before we realized there were no updates about shipping and we had to physically call customer service several times to even get a confirmation on when our mattress would be shipped which is something that should be done, not having us constantly hassle customer service just to know where our items are. When we finally got the confirmation on a delivery time, they cancelled on us the day of after we had already made rearrangements to ensure we would be there at time of delivery. After calling them multiple times trying to get a answer, their excuse was the order was on backorder but they had already confirmed the status that items we ordered would be shipped so shouldn’t this have been confirmed beforehand? There is clearly no communication and this organization is terribly organized. And once again, we had to make several calls to get a status update of our order because there was no communication on why the delivery was cancelled. Once we had a second delivery date confirmed, they had cancelled on us again last minute which is extremely inconvenient as we had made arrangements yet again thinking we would receive our mattress this time. It should not be this difficult to obtain an order that we purchased, any company would agree this is unacceptable service. There is still no mattress a month later and it seems all customer service can tell us is to reach out for concerns which we have already done. They do not care for their customers, they do not offer any compensation for their troubles for customers, and I’m not surprised if a customer service agent replies to this review to tell me to reach out if I have concerns. I have physically reached out multiple times and still have not received my order.
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November 2023 by Catherine Melillo
One of the worst retail customer service experiences I’ve had. Policies aren’t told up front regarding the 100 day trial for a mattress, no where on the website or first receipt does it say the policy is limited to 1. I had one salesperson recommend a mattress that was way too soft (I learned later, after purchasing and trying for 2 months) for the type of sleep positions I use. Then had a different location tell me that the other one shouldn’t have recommended that one for me in the first place, instead told me to go extra firm. Now this mattress is way too hard on my joints, and was only told that the 100 day trial is limited to 1 mattress as I was cashing out, so it was already too late. Information like that should be told when the first purchase is being made. This is a mattress specialty store, and I have had 0 consistency with help, the website doesn’t have options to narrow results based on personal sleep style, pain areas etc like other stores do, so I relied on the help of the salespeople. I have been a customer for over 20 years and so expected expert advice. Instead I have been left having worse sleeps and more pain. Have now been told if I want to exchange than I need to pay a “re-stock” fee, but they wouldn’t tell me how much the fee would be? They said it “depends on the customer”. Sounds like another policy that’s used to deceive customers.
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October 2023 by Crystal Jones
Went to a sleep country store to put a mattress on layaway at end of July 2023. Gave store a $60 cash payment. A week later I received a mattress as a gift, so I called and explained this and asked for my $60 back as I no longer needed one from them. They told me I couldn't get my money back in cash and I would be receiving a cheque in the mail within 10 business days. It's now mid October and I still haven't received the cheque and I have been in contact with them over 8 times by phone, with no resolve. This is ridiculous and not good business practice. Next move is to take legal action
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August 2023 by anurag
Review coming from a level 10 google maps reviewer. Worst company ever. Threads started coming off from the blanked which was under warranty but they refused to acknowledge it. I talked to Peter Huang and he was very arrogant and unhelpful. I will reevaluate the review if company does something about my issue.
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June 2023 by Rick Penney
We were there for a brief EV wait . Asked the receptionist if we may charge while we waited. She said it was OK. So kind. It is part of the EV community etiquette to ask and thank individuals for the use of their EV charging equipment. We have a friend whom we suggested Sleep County. Our friend had a back issue and purchased a special mattress for support. The staff were amazing in suggestions finding the correct mattress. This is the kind of supportive community that Sleep Country provides.
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June 2023 by amy Zindros
Purchased mattress. Didn’t last a year before indentation occurred. Customer service reps say different things and the company doesn’t care about the situation, they will do whatever possible to NOT have to help cover any warranty. Worst place I’ve ever dealt with. Not ok for companies to lie about policy. Wouldn’t recommend at all.
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February 2023 by James S
Tried for the second time to order our bed with an unsuccessful delivery. First time was in 2021 when the local sales rep entered our order wrong and we received a queen instead of a king. The bed went on backorder shortly thereafter and we missed our chance on the bed we wanted (We settled for a metal frame while we waited). Fast forward a year and a half later and the bed we want finally becomes available. We were happy to order it but found out as it was being assembled by the delivery guys that someone entered the order wrong again. This time in their ecomm dept. We got half the parts in king size and half in queen size. It went back again and we’re still waiting for our bed…Only two occasions dealing with Sleep Country and they’ve both been painful. (The delivery guys were great both times)
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January 2023 by CY Shin
The agents doesnt even try to take a look of the claims and pictures and all the staffs just try hard to not to grant warranty, even followed all the instructions. First of all, the person who open the warranty was ignored me and left the chat so I had to wait in a queue again to open the warranty account and when the first assessment was completed the reason of disapproval was the mattress impression should be greater than 0.75 inches but my measurement was as showing in the pictures, the impression was 0.8 so I reclaimed it and the second assessment was saying the same thing that the impression should be more than 0.75 inches. I used the same pictures I have that obviously showing 0.8 and when I had to call to reopen second claim the person who received phone call was terrible that she didn’t even check my pictures and saying there is no gap between the measurement but it was obviously the gap showing 0.8 inches in more than one picture. They couldn’t make an excuse of my measurement since I followed all the instructions of example of pictures as they requested on their website. I’m very disappointed about the after care service of Sleep country and never want to buy bed at this company again. Keep changing the word without specific rules to avoid the warranty. Not the right way of doing business in long term.
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December 2022 by Vs Sm
This company uses illegal false advertising and does not stick to its promise "... you can exchange it for one of our over 50 other mattresses, hassle-free, at any retail location.", which is a total lie. They wanted me to get an allergic reaction confirmed by my doctor to prove that the mattress has had a bad smell. They'll never let you get away from their horrible service with the cheapest mattress exchange option. After 2 weeks of waiting for their response and hours on the phone with ten (10!) of Customer Service reps, who simply ignore you you every time, they offer your 50% of restocking fee even if the mattress cannot be used due to its poor quality. They keep saying different things and do not take responsibility of what their co-workers said 5 mins ago. Scam business.
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December 2022 by A Ms
This company uses illegal false advertising and does not stick to its promise "... you can exchange it for one of our over 50 other mattresses, hassle-free, at any retail location.", which is a total lie. They wanted me to get an allergic reaction confirmed by my doctor to prove that the mattress has had a bad smell. They'll never let you get away from their horrible service with the cheapest mattress exchange option. After 2 weeks of waiting for their response and hours on the phone with ten (10!) of Customer Service reps, who simply ignore you you every time, they offer your 50% of restocking fee even if the mattress cannot be used due to its poor quality. They keep saying different things and do not take responsibility of what their co-workers said 5 mins ago. Scam business.
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October 2022 by Harjot Singh
Please update your opening hours, according to google info page the store should be open at 8:00 am but the actual time is 9:00 am. Went there at 8:05 am, wasted my time. Updating hours doesn't take that much time so please keep it up to date so someone else dosent waste their time like i did.Edit: no need to discuss, just update hours it still says open at 8:00 am
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September 2022 by Akshay Kadidal
This is a warehouse. Had great options on a blowout sale. Great prices and staff were super friendly and very helpful
