Reviews

On November 23, 2024, my partner and I purchased a certified preowned mattress (aka “CPM”) from Sleep Country in East Regina. We were assured multiple times by the sales representative while shopping that all their mattresses come with a 100-day sleep guarantee. About a month and a half later… we are both extremely unsatisfied with the purchase. The mattress we picked up from their warehouse was NOTHING like the one we laid on in the store, the mattress was hard as a rock. When I called Customer Service to initiate the return I was informed that CPM’s are final sale. Needless to say, we were SHOCKED. This was never mentioned to us at the time of purchase, and both my partner and I are confident we would’ve remembered such a critical detail. I was told I’d receive a call from a store manager within 24-48 hours, but it took six days and 2 phone calls to customer service for the original sales rep to call back and say verbatim, “It’s your word against mine.” At this point, I insisted on speaking to a manager, which took another seven days. When he finally did call, he informed me that my claim had been escalated to the district manager and “the best” they could do for me was to return the mattress and receive a 50% in store credit, to which I declined. When I explained that the root cause of my dissatisfaction was the mattress’s unbearable firmness, the manager suggested an alternative: try a mattress topper for one month, free of charge to see if it would add comfort. This felt like a bandage solution rather than addressing the core problem. Ultimately, we accepted the mattress topper as there was no better alternative, however, we are still unhappy with the whole process and “solution”. This experience has been nothing short of infuriating. If you’re shopping here, beware of ********** sales tactics and non-existent customer service. I will NEVER purchase from Sleep Country again *** ********* ****** ***** ***** ****** ***** ***

Hi *******, Thank you for taking the time to explain your situation. We will ensure a member of management reaches out to you today. Thank you

***** ******. When they try to sell you a matress, they eeally emphasize about their replacement warranty and that in my case was covered for 10 years. Their warranty is a ****. They make you send all sorts of pictures with very stringent requirements, and their tactics is to get you to jump through hoops removing the matress again and again to take additional pictures that were not part of their initial requirements only to eventually refuse the warranty. I purchased a $1500 mattress that has sagged causing severe back issues and their eventual response was the warranty is void due to incorrect proper support. I have a high end bed frame and everything is fine except the body impression sag. They then have the nerve to ask if I need sales support for a new mattress. ******* **** *** I will never buy there again. * **** **** *** ** ******** ** ****** ***** ********* ********* ********** ** ****** *** ******** ****** ** ***** ****** **********

Hi ****, Hope you are well. We are sorry to hear that your claim was denied. Your mattress is being placed directly on the slatted frame which has 4 inch gaps in between which could be causing the sag on your mattress. I would suggest putting a 1/4inch plywood on top of the slats to cover the gaps which should improve the performance of the mattress. If the sag is still there after being placed on plywood, we can certainly look at other options including replacing the mattress if body impression is more than 1.5 inches.

Thank you BBB. Very interesting how their position changed from warranty being null and void, to "do this" and we may or may not honor warranty if the problem persists... Their cumbersome warranty process required several photos with specific directives, to which I complied. Nowhere in that process required photos of measured slat gaps. They asked for this only after the fact. As well, very telling of their intentions that they claim my slats were 4 inches apart when my photo clearly indicates 3.7 inches. Also, on my initial call to the store to get customer service assistance, the salesperson informed me that for my ******* mattress, the new models have solved the sag problem with improved support in the high use areas of the mattress. This clearly implies that my previous model was deficient. I have zero confidence left in this company. If I go ahead and purchase a 1/4 inch plywood as directed, I feel that they will simply come up with yet another excuse down the road. More hoops to jump through while their position keeps changing...

We were looking for a mattress and the seller was good enough to upsell a ****** Lift Base. The Lift Base was final sale, but we conditioned this final sale because...What if it doesn't fit? What if it's not the product that will make you feel better? The drivers came, installed the Lift Base and immediatly, we didn't like it. The driver told us that we could definitely return it, but they were not the ones to take it back, because that would have been part of a different service. With the lift installed, we didn't have any other choice that trying it out...We tried it out for less than a week, and we were definitely not comfortable with it, so I called and explained the situation...They brought up the "Final Sale" card and they left us without any options. Not to tell that the customer service person was super ****...The mattress is fine, but we won't do any business with Sleep Country ever again, *** * **** ****** *** *****  We were only asking for a refund on the lift base, because the mattress is fine.

Hi ******, Hope you are well. We are sorry to hear that you are not satisfied with your adjustable base purchase. Unfortunately adjustable bases are final sale items and they can only be exchange if there is a warrantable defect. We do not offer returns on adjustable bases for refund. You can speak with the store manager where the purchase was made regarding this. Regards Ray

Got king side bed *** ** ***, upon the delivery a wrong frame was sent and they told me to come and grab a new one at the store. When i got there, i grabbed the box the guy gave me and he gave me a twin size instead of ********** king. After all that, i went back to the store, they credited me some money back and Becuse I paid for the service for the bed to be set up, they told me they will deliver the new frame to my house. I got the frame but I never got that credit they credited me, on my **********. I have tried to call customers service, no help, store called me and said they will get back to me, They never did. *** ***** ***** ** ** ** *** they have no idea what they are doing. You call customer service they pass you to someone else , and the issue never got resolved since Nov 28th. My ********** company told me they probably never submitted the credit and charged it as soon as I went from the store.

Hi *******, Hope you are well. We are sorry to hear that you still haven't received your refund. Unfortunately I am unable to pull an account under your name, email or postal code. Can you please reach out to me directly with your account information and a summary of the issues you are experiencing. i can be reached at ***************@************.ca. We apologize for any inconvenience and hope to get this matter resolved for you as quickly as possible. Regards Ray

Bought a king size mattress and box at the Newmarket location. The sales person was great. When the new mattress and box was delivered the delivery guys didn’t want to take away the old one citing bedbugs were on the mattress and left it out on my lawn. WELL I DO NOT HAVE BEDBUGS AND NEVER HAD!!! The mattress had some fuzz on it, not bedbugs! I called Sleep Country the same day, Saturday to complain as I had to pay $167 for a junk company to haul it away. I was told they didn’t get the report from the delivery person and someone will call me back. It’s been over a week and no one has called back!

Hi *****, Hope you are doing well. We are sorry to hear that our delivery team did not take away the old items. Due to health and safety concerns, our delivery team has the right to refuse pickup of old items if they suspect any bedbug activity. They are trained at spotting signs of any possible infestations and our company policy does not allow for these items to be picked up. Pickup of such items can cause this issue to spread in our trucks and at the warehouse. We apologize for any inconvenience. Regards

Bought a ***** mattress in February. The side has completely collapsed. Sleep country won't do anything to replace the bed claiming it has "stains". The mattress is in pristine condition and always used a slip cover. * **** * **** *** ******* ***** ***** ** ***********

Hi ****, We are sorry to hear about the issues you are having with your mattress. i will have someone contact you directly to go over some options. Regards

********* ******** *********** *** ********* SHIPPING INFORMATION ON WEBSITE!!! I specifically ordered ********* **** *** ** *******) Duvet and Cover items (over $250 value) BECAUSE SHIPPING WAS POSSIBLE TO MY *******'S ADDRESS! ****** IN ********* CALLED TO RELAY THE ADDRESS IS 'OUTSIDE THEIR DELIVERY AREA'. PICKUP OF PACKAGE AT ****** ********* IS INCONVENIENT! ONLY AVAILABLE PICK UP TIMES: 4AM-9AM ONLY OR 3:30PM-5:30PM ONLY. ** *** order online (on website) believing that product will be delivered "to the house"... I found out the hard way that the Sleep Country Website (online ordering) IS *********!!! No idea what the product will be like, *** ***** *** **** * *** *** ** ***** ******** ******** * ****** **** ******* ******* ******* ****** * ******** *** Date of experience: November 18, 2024

Hi ***, Hope you are doing well. We are sorry to hear about the issues you experience with the online purchase and delivery. We appreciate your feedback and will be using this to improve our customer experience for online orders and delivery. Regards

***** ***** ** ****** ** **** * **** **** I thought it was times for a new mattress. I spoke with Sleep Country and ended up but a new frame and mattress. It's been several months and I'm now still waking up with a sure back. The folding frame is nice but I'm very disappointed in the mattress. I would not *** ***** ** believe anything they say about being more comfortable or cheap. I paid single what is worth.

Hi ******, Hope you are doing well. We are sorry to hear that you are still having issues with your mattress. We are also sorry to hear that you are waking up with a sore back. You do have a 10 year warranty on the product, if there is a warrantable concern with the mattress, you can contact our customer service team to open a warranty claim at ###-###-####. Regards

Sleep Country Canada no longer stands behind the products they sell. The quality of the products is terrible but they still charge premium prices. The customer service is ridiculously poor. I purchased very expensive sheets that, in the package, felt soft and smooth. After one wash the "highest quality" 500 thread count bed sheets turned into burlap sacs. I didn't even use them. Of course, they've been opened and cannot be returned. They claim the "warranty" only covers unopened packages. How exactly is anyone to know if there's a problem until the product has been opened? Despite taking the scouring-pad-level scratchy sheets back to the store and having the employee recoil after touching them and then ******** me of damaging the sheets, the story changed and now, according to everyone at Sleep Country who I spoke with, there is no problem. "These are the highest quality sheets in Canada" ~Sleep Country Salesperson. *** ******* **** ***** *** ***** ****** ******* ****** ** ******** * **** * *** ******* ****** ****** ** *********

Hi ******, Hope you are well. We are sorry to hear about the issues you experienced with the sheets. Our records indicate that an exchange was done for you at the store already. We apologize for any inconvenience and hope the new sheets are working out for you. Regards

Hello. Yes, an exchange was done for exactly the same type of sheets as what I initially purchased. I haven't taken the new ones out of the packaging because I know they're the same poor quality as the ones I tried initially. They're so terrible, in fact, that I can't even bring myself to donate them anywhere. They're sitting in my house taking up space and making me relive this ridiculous situation every time I see them. When I took the sheets back to the store to provide proof that the sheets are terrible, what I asked for was an exchange for another type of equally priced sheets. That is not allowed, according to the salesperson I was dealing with. What I really want is for Sleep Country to stand behind their products. If a customer is unhappy with the quality of a product, giving the customer a replacement product identical to the garbage that was initially sold solves nothing. I would like to think an exchange for an alternative, equally priced product is acceptable but this is not how Sleep Country manages these problems. * ***** **** ** * ***** ******* *** ** *** * ********* ** *** ****** SLEEP COUNTRY FAILS to stand by the product they sell and basically I have been ******** out of ~$200.

Sales people seemed good but the worst customer service ever. Delivered the wrong box spring customer service gave me the run around and told me to call the store. Promised new delivery of box spring did not deliver again customer service gave me the run around and told me to call the store.

Hi ****, We are sorry to hear that you had some issues with our customer service team. We sincerely apologize for any inconvenience and hope that you received the new box spring. If you have any questions and concerns, please contact us at ###-###-####. Regards