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December 2024 by Kobie Scott
Bought a mattress from here about 10 years ago, I loved the price the mattress and customer service
I currently stay about an hour away and the trip to this location because I knew I would be handled right and they did not disappoint 🙏🏿🙏🏿🙏🏿
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December 2024 by Fab C
Sergio is top notch
Very knowledgeable, friendly, and great prices!!
We will definitely be back
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November 2024 by Olesya Berezovsky
***the mattress cover was purchased with the mattress to adhere to 100 night sleep guarantee policy (pic attached) ***
I recently purchased a Tempur-Pedic Lux Align King Size Mattress from Sleep Factory Outlet, and the experience has been extremely disappointing. I want to share my experience to help others make informed decisions.
1. Lack of Product Authenticity: Upon delivery, we found the mattress lacked a serial number and a law tag, which are essential for verifying authenticity and registering for warranty. This is a basic requirement under Ontario law (O. Reg. 218/01), yet Sleep Factory couldn’t provide any resolution or reasonable explanation for these missing labels. Without a serial number, we have no way to confirm the product's origin or legitimacy.
2. Conflicting Information on Manufacturing Location: We received different explanations from the owner and associates at Sleep Factory about where the mattress was manufactured. Initially, we were told it was being made locally in Scarborough, but other locations were also mentioned. This raised further concerns, especially as Tempur-Pedic’s own website states that their products are manufactured in the USA. This inconsistency only added to our doubts about the product’s authenticity.
3. Suspicious Delivery Practices: The delivery person insisted on taking the original box with all identifying labels, explaining that they were instructed by their boss to do so. They mentioned that the box would be reused to ship other mattresses. This added to our concerns about authenticity, as we now have no identifying packaging to verify that we received a genuine product.
4. Unhelpful Customer Service: We reached out to both Sleep Factory and Tempur-Pedic’s Customer Service multiple times. Despite explaining our concerns in detail, Sleep Factory’s representatives were dismissive and unresponsive to key issues, offering only a Return Authorization for an exchange rather than directly addressing our concerns.
5. Discomfort and Poor Quality Sleep: Beyond the concerns over authenticity, the mattress itself has been extremely uncomfortable, preventing us from getting a good night’s sleep. For a premium product, we expected far better quality and comfort than what we received.
6. Unjust Return Policy Despite 100-Night Guarantee: Although their website advertises a 100-night sleep guarantee, they’re refusing to stand by it. We requested a return due to these fundamental issues, but were told we would be subject to a 30% restocking fee and additional shipping costs. These terms were not listed on their website’s warranty and sleep guarantee policy, and it’s unreasonable to charge for a return when the product doesn’t meet basic standards of authenticity and comfort. Think twice before relying on this “guarantee.”
Overall, this has been a frustrating experience, from the lack of transparency and support to the poor quality of the product. I would caution anyone considering a purchase from Sleep Factory to carefully review their policies and verify product authenticity before completing any transaction. We’re left with no choice but to escalate this matter further and hope for a satisfactory resolution.
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November 2024 by Michelle Stangler
Serg was fantastic! Excellent service, very personable, got us a fabulous deal.
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November 2024 by Rachel DeGasperis
Excellent customer service. Sergio is so friendly and helpful! We have bought 2 beds from the Sleep Factory and couldn't be happier with the great quality!
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November 2024 by Lucky Sarangi
As soon as you walk in rest assured you will not be dealing with an aggressive salesperson but a experienced ethical transparent sales person. Serge provided us all available options based on our criteria. I didn't feel pressured at all. I highly recommend coming here for all your mattress and bedroom needs. Quality service and price can not be beat anywhere in Vaughan. I will definately recommend family and friends .
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November 2024 by Amanda Scheerer
I'd put off buying a new mattress because I knew I'd need a custom mattress and it got really complicated everywhere else. I called them up, not expecting much and after a quick trip into the store to feel the mattress, I'd placed the order and there was only a 20% charge for a custom size fee, which felt like nothing compared to the decade of stress and bad back I'd had because of my bad mattress. It's been three months and I still love it. I won't hesitate to come back when it's time for a new one!
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October 2024 by Essential Realty Group
Serge was amazing! Gave me a great deal on 2 mattresses and also delivered it to my home!
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October 2024 by Simone M. Kurup
I had the most incredible experience mattress shopping at this Sleep Factory location. Serge was so knowledgable, patient and kind. He took him time to explain the differences between mattresses so that I could make the most informed decision. I would highly recommend The Sleep Factory for a quality mattress and incredible customer service.
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October 2024 by Alexandria Gallucci
Received excellent service from Sergio who helped me find the perfect mattress to suit my needs. He was patient as I explained what I needed and wanted and I’m so happy with my purchase. So many nice bed frames too! Would definitely recommend Sergio and Sleep Factory for your next mattress/ bed frame purchase!!
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October 2024 by Mary Conaty
Amazing Service!
I tried purchasing a mattress for my son at the Brick and it was a disaster!
Thankfully, I was lucky enough to call and speak to Serge. He went above and beyond to answer my questions and arrange for very quick delivery.
I would highly recommend Serge and will undoubtably shop here again.
On a completely unrelated note, I hope you have a very Happy Birthday Serge! All the best to you and your lovely family!
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September 2024 by Andre Odeh
It was time for me to finally change and get rid of my 15 year old mattress, but I couldn’t bring myself to make such an investment in a product without actually laying on it myself. The horror stories of online mattresses got me out into stores trying to find the one for me. After spending weeks visiting sleep countries, bricks and many no name furniture stores I couldn’t find anything that met my comfort level and price point.
Until I visited this sleep factory! Unbelievable hospitality and service from Serge. Thank you for all your help. He found me a direct competitor to the name brand mattress I wanted from sleep country, at a steal for the type of mattress it is. He got it delivered called me multiple times with updates on it and helped me load up in my small civic. Serge and John will be receiving my highest recommendations to all my contacts for any mattress needs. Thank you again, 5 star establishment.
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September 2024 by Luca Ferrante
Just got my New Reversible Cooling /bamboo pillow. The team at Sleep Factory is excellent, they knew exactly what I was looking for!!
John is very knowledgeable, I highly recommend getting your sleep needs at Sleep Factory Woodbridge!
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September 2024 by Shaun Thompson
Excellent service here from Sergio. Made the process super easy and was very attentive to our needs and informative about the different mattresses. First class service, I would definitely recommend.
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March 2024 by Amin Shojaei
I bought a customized mattress for my murphy bed in august 23, after 3 months of use the mattress is deformed in a way that is almost useless, it is depressed and the material is too thin now.My back hurts all the time because of this mattress.I sent an email to them and called and they said come to the store and buy another one. They didn’t even follow up with me after I sent them photos of the mattress. No solutions give to me.The quality is so terrible , even though I asked for a good quality mattress.This is disappointing.
