Sleep Country Canada
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Category: Services
Contact Information
United States
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Sleep Country Canada Reviews
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Canadian_Rose
June 1, 2011
Bad service
Let me please start from the beginning...
I was married in April 2010.
My husband and I wanted to purchase a new bed together.
Because I have some health issues, we wanted to get a king-size bed that would be good for both of us. My husband moves around a lot while he's sleeping, whereas I generally lay quite still during my sleep.
One evening (Sept 4, 2010) we walked into the Sleep Country Canada store located in Vernon BC and specifically asked about "the bowling ball bed".
The salesman was quite eager to show us several beds, however he kept taking us back to one bed in particular; Passions Desire.
He was very convincing that this bed would definitely be the right bed for us, especially considering the circumstances we described about our sleep patterns and my health concerns. I trusted that he knew what he was talking about... after all, Sleep Country are the "Sleep Experts"!
He reassured us that not only would we be purchasing the best bed for us, but along with the latex pillows he talked us into buying, we would sleep like babies.
He specifically told me that the pillow and this bed would actually help my neck, back and shoulder problems!
It didn't take long to discover that he was WRONG!! Very Wrong!!
Trying to sleep on that bed made my condition worse to the point where I hadn't been able to get any sleep on our new bed for over a month. I was very discouraged.
We also had not been able to use the expensive pillows he had talked us into buying.
They smelled bad, even after airing them for 3 1/2 weeks and they were too hard and uncomfortable to lay our heads on. They actually gave me a headache.
Upon returning to the store (Oct 17, 2010), we discovered that the salesman had been fired.
We explained all the troubles we were having with the bed we had purchased. The saleslady that we were now dealing with said we had definitely bought the wrong bed. (No kidding!) She apologized and reassured us she would get us into the right bed!
We explained that our main complaint about this first bed was that it was too soft, the indentation was too great and put far too much pressure on my shoulders, causing me a great deal of pain. It felt like I was sleeping in a deep hole and it was very difficult for me to even get up from laying down.
We spent quite a bit of time talking with her. We once again inquired about the "bowling ball bed" or something comparable. We explained our different sleep patterns and I told her about all my health issues, including the fact that I have 2 upcoming surgeries and I really needed a bed that I would not only be able to sleep on, but a bed I could feel comfortable on during my recovery time after surgery.
I also emphasized that I could NOT have a bed that made me feel like I was sleeping in a hole!
How amazing it was for me to discover that this saleslady shared one of the same health issues as me! Wow! She must really understand my desperate need for a good night's sleep on the right bed!
She showed us a few different beds but kept coming back to one in particular; Kingsdown Duet II Daltrey. She went on about how the coil system would be perfect for my sore shoulders because the coils were softer in the shoulder area, but firmer for the support for the rest of my body.
I specifically, and repeatedly told her I could NOT have a bed that made me feel like I was sleeping in a hole! She reassured me that this was the same bed she had at home and she never had any problems with it.
Unfortunately that was exactly what I wanted to hear. In my desperation for sleep, I allowed common sense to slip away! Again I found myself trusting the salesperson to honestly direct us to the right bed for us.
After getting the new bed set up, I was anxious to try it. Night after night, week after week, I was still unable to sleep. Instead of trusting my instinct that this was again not the right bed, I talked myself into thinking that maybe the pain I was feeling was still due to the pain and damage the first bed had brought on. I kept hoping that because "the saleslady" had said it was the right bed, then maybe it would get better!
By late December I'd had enough. My husband and I drove back to Vernon to speak with them about the bed. The other salesperson that was working told us "the saleslady" was unavailable because she was on holidays, but we could come back in a week or so to discuss it with "the saleslady".
Unfortunately my health took a turn for the worse and we were unable to get back to the store again until much later. I don't remember exactly when it was, but once again we were told that "the saleslady" was again unavailable because she was on holidays. Hmm.. this was getting frustrating, and nobody seemed to want to deal with us since we were now "her" customers.
The indentation in the Kingsdown bed was so bad that I had been folding up a blanket to help fill in the hole, just to try to sleep. How ridiculous! By the time March rolled around I had gotten used to sleeping in the guest room on my 6 year old queen size bed from Sears.
I was so frustrated with the Kingsdown Daltrey due to the pain it caused me and the fact I was sleeping in the other room and not with my husband! I couldn't take it anymore! There must be something that can be done, with or without "that saleslady"!
My husband and I once again drove to Vernon on April 14 or 15, 2010 and asked to speak with "the saleslady". Guess what? You've got to be kidding! She's not avaiable again, but if we would come back on the weekend. This was almost unbelieveable!
We said no, we needed this issue dealt with! The saleman gave us "the saleslady's" business card that he had printed the Sleep Country Customer Service telephone # on.
I phoned their Customer Service and left a message for them to call me back as soon as possible. I spoke to someone on April 16, 2010. We would have an inspector come to our home on April 20th. Great!!!
The inspector came, did his checks, measured things etc... but because I hadn't actually been sleeping on the bed, the indentation wasn't showing as much. He said there was nothing wrong with the bed as far as he could tell. It was within the acceptable guidelines. I told him it wasn't acceptable to have to put a blanket underneath me just to fill in the hole I had been sleeping in.
I tried explaining that the bed was causing my health to deteriorate. He said he's just the inspector and has his guidelines to follow. He rotated the mattress, said not to worry, just sleep on the bed so he could see and measure the indentation when it got real bad again. That's what he needed to see... And besides, there's a 10 year warranty! I immediately told him I would NOT be sleeping on a bed like this for the next ten years, it would make me completely crippled! He had me sign the report and left.
I did try to go back to sleeping on the Kingsdown Daltrey, but once again, it's caused me more pain than I can bear at this point in time. I have seen my specialist and he agrees that I am not doing myself any favours by sleeping on a bed that causes me so much pain and causes my condition to deteriorate.
So, now that I've been dealing with Sleep Country's wonderful customer service for nearly a month without getting anywhere, I am writing this in the hopes that I might be able to save someone else from a similar experience.
I am extremely disappointed in Sleep Country (obviously), and at this point I am totally frustrated with Kingsdown. I'm not saying that there isn't a good Kingsdown mattress out there, but Sleep Country took a lot of money from us (twice) for a bed (x2) that was supposed to be the perfect fit and it's turned into an absolute nightmare!!!
I feel sad that after spending the kind of money we did, for what was supposed to be a wonderful bed for getting a restful sleep, all we've ended up with is disappointment, pain and a whole lot less money in the bank!
Sleep Experts? I don't think so!
Customer Service? Nope!
Why buy a mattress anywhere else? Because ANYWHERE else would be better than Sleep Country!
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Meru
December 9, 2010
Sell Used Mattress labelling as New
Never Buy from Sleep Country as they sell the bad products and provide worst customer service.
I recently had an experience of buying a mattress from sleep country. Since it was my first ever mattress purchase I choose sleep country based on the image they portray of themselves. Since their adds on radio and tv says “they have sleep experts” according to them their sales people know what they are selling and know in and out about their product which is a complete lie.
Me and my wife both have a back problem considering we are young but we got this problem because of the car accident. When I went to Morning Side store at 785 Milner Ave I told this to the sales person name “GOKUL” he sold us a Simmons Beauty Rest Valhalla Mattress priced around $1500. He said he will give us a $100 discount because their store did not have this mattress but he will get this one piece sitting in warehouse and this is the last piece. I repeatedly asked him if it’s a new Mattress not used or delivered to someone and then returned he said yes and confirmed. This was a complete LIE.
When the mattress was delivered it never came in a SEALED plastic bag, plus to my surprise there were no tags (warranty tag) on the mattress. Anyhow to my mistake I accepted the mattress looking closely at the condition the mattress does not look Brand New plus it has Lint all over. I used the mattress for 2 weeks but since it was not giving us a comfortable sleep as it was too soft. I called sleep country told them that I wanted to exchange this mattress, went into the same store choose another mattress another sales person helped me with that. Gokul the sales rep when saw this that I am exchanging was not very happy I told him about the Lint and no tags attached. His answer was OHH may be its an OLD model I asked him what do you mean by OLD model he then said like you bought a 2009 car in 2010. I asked him why would you sell me an old model he said but it was still new.
Anyhow when they came to deliver a my exchanged mattress, the delivery guy told me he can’t exchange it as it has lint and has dirt spots which needs to be cleaned I told him this is the original condition mattress came in and how the it never came in seal with no tags, he then left me with CHEM DRY CANADA number told me call them get the mattress cleaned and then call customer service. When I spoke to customer service they were not very helpful keep on repeating it needs to be cleaned even though I repeatedly mentioned this is how their mattress came. I even escalated a call to customer service Team Lead name “Michael McNeil” he understood what happen and told that he will call me back after getting the authorization from his manager. I waited another 2 weeks only to hear how he is sorry but his manager said NO and they will not accept the mattress like this. I then asked to speak to his manager “PENNY ext 2271” she was one of the rudest customer service agent I ever spoke with. She did understood that mattress came like this but blamed on me saying that I have taken so long to call them back. I told her it’s because it took me this long to speak with you. I also mentioned that I am still with 60 days of comfort exchange so does it really matter. She then told me she will not take it back unless I get it cleaned when asked from where she even gave me a CHEM DRY CANADA number.
Since we had already gone through a month of bad sleep I called CHEM DRY the guy who came saw my mattress said oh it does not look like a new mattress and he said he deals with tons of sleep country customers and what they do is they sell the mattress which are delivered to people and which he clean he even said your mattress will be sold again and that’s why they want it to be cleaned. Keep in mind this is the guy who is referred by Sleep Country Manager itself. Anyhow finally when this was done and the delivery people came again to deliver my exchanged mattress to my surprise it was SEALED and has a WARRANTY TAG hanging with it. But this is not the end they said they have to charge me $56.00 when asked why they told me it’s a comfort exchange fee, I showed the a receipt from sleep country stating that I have already paid this, they then called customer service and I spoke with DIANA in customer service who said YES she can see I have already paid this fee but her Manager Penny has left a note saying I need to pay this again. I paid the fee and when I called penny and spoke with her during the week she told me oh it was a delivery fee. I even told her that I took a picture of the paper which the delivery guy brought with him and it clearly states it’s comfort exchange fee. When I said that I can fax her the picture which I took from delivery guys paper she said no computer can make mistake but I have to pay delivery fee at that time she hung up the call on my saying I am too loud.
This whole ordeal cost me my time + my sleep for month and half the mattress price + cleaning price ($113) + delivery fee.
I would never buy from sleep country again, I had a complete different Image of the company but now since dealing with them I know what real sleep country is. And now I see why so many people complain about them. I even wrote a letter to CHRISTINE MAGEE about this whole experience but no response yet and its almost more than a month.
Their adds a full of shit, I even have a firm belief that they are selling the mattresses which were used in OLYMPICS.
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Disgusted with Sleep Country Canada
November 15, 2010
Poor Customer Service
DO NOT BUY FROM SLEEP COUNTRY CANADA.
I purchased two Latex Sidesleeper Pillows from Sleep Country Canada in Mississauga on October 30, 2010. After I paid for the pillows and as I was walking out of the store, the sales representative advised me that I may smell latex for a “couple of days” from the pillows. After a week of feeling like I was sleeping in a tire factory, and having to call in sick from work for two days because of it, I decided to contact your “Customer Service” number 1-888-753-3788. I spoke with a representative on November 6 th at approximately 12pm. She advised that because it was the weekend, she wouldn’t be able to authorize a full refund and I would have to wait until Monday for someone to contact me. Nobody ever did. After patiently awaiting a call back, I called Customer Service again on November 11 th and spoke with another representative at approximately 11:30am who advised me that the pillows could not be returned. I advised him that the last rep lead me to believe that something could be done about these pillows, which is why I patiently waited to be contacted, but he continued each of his sentences with “unfortunately, there’s nothing we can do”.
I then asked to speak with his supervisor, who he said was busy at the time and advised that he would call me back. I then advised the rep that I didn’t want to wait indefinitely for a call back, and he assured me that someone would get back to be within 24-48hrs. I didn’t find 24-48hrs to be acceptable, especially since I had been promised this previously and your company didn’t have the courtesy to follow through. I advised the rep of the same. The rep called me back approximately 30mins later to tell me that instead of his supervisor calling be back, another supervisor would be calling me back the same day so that I didn’t have to wait. Guess what, nobody called. Today is Monday, November 15, 2010, and not one single person from the “Customer Service” department has contacted me.
At this point, I would like nothing further to do with Sleep Country Canada, and would like to my money back for the pillows that were sold to me under false pretences and made me ill. This is not the first time that I have purchased something from the store, but will most definitely be the last. I purchased a mattress and boxspring set a few years ago, and experienced dreadful customer service at that time also. I have now sent an email and letter to Christine Magee, let's see if she responds. DO NOT BUY FROM SLEEP COUNTRY CANADA.
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Pete & Jan Brobbel
July 7, 2010
bad product / poor service/ won't honor 10 year warantee
I am writing a complaint about this company. My husband & I purchased a queen sized mattress set from their store in stoney creek area of Hamilton, Ontario.
There is supposed to be a 10 year warrantee on our bed set. A year ago we finally got around to phoning and filing a complaint about our mattress set. We bought it in 2003. It is now 2010. We have been living with a defective mattress set for at least 3 years now. We finally tried to look into getting it resolved a year ago. We had someone come out and inspect our mattress set from Sleep country. They deny even being here. We had it inspected, and we then had it cleaned by the company they use. That is Magic Seal I believe. The person who looked at our mattress told us that the frame on the side of the mattress had collapsed and that is why when we sit on it or sleep on it that you almost fall on the floor. This is why we complained in the first place. We were told that when it was cleaned that the cleaning company would notify sleep country and then we could make arrangements for the mattress exchange.
The cleaning company stained out mattress when they were out to only clean a few tiny stain spots on the mattress. I am convinced that they used dirty cleaning solution. As a result when the mattress dried after they had cleaned it there was staining to the entire mattress. I had to call them back, complain and then they had to send out a second company to re-clean the mattress. It made a big improvement but it was not as good as it was before they never even touched it.
They never called us back for any exchange. In our home we have had a crazy year. We have 2 children with special needs so we did not have time to follow through on what was happening until now when I I am presently off on holidays.
The company now denies even being out or having anyone out to look at it. They deny they told us that the side was collapsed or even telling us that after it was cleaned that we could exchange it.
They say they have no record of anyone being here. Yet when I called this morning the person I spoke to on the Phone said it was there on the computer and that she had to look at the notes and she verified that someone had been out here. Then it flipped back to them telling me that I had cancelled them coming out. They denied having someone here.
I did call their head office in Canada last year. They DID send someone out. I do not know if they were from Magicseal or Sleep country. They never did contact sleep country. We were never contacted.
They sent someone out today to look at it again. This person denies that there is anything wrong with it. Which is a bunch of B.S. I even told the guy if he was to flip it over and check the side and sit on it that he would see it is even worse. He refused to do so. He told me that it was not defective. Sleep country is refusing to honor their 10 year warrantee on our bed mattress set.
We cannot even sit on that side without nearly sliding on the floor and the guy tells us there is nothing wrong with it?!?!? What the heck?!?!?! If you sleep on that side you slide. Would you want to sleep on a mattress where you almost slide on the floor.
I am very pissed off. I want something done about this. What a pile of garbage this is!!! Myself and my husband are not happy with our mattress set, we are not happy customers. We are very angry that they are not honoring their 10 year warranty and that they are telling us there is nothing wrong. What a pile of crap. Our bed is defective. It should not be doing that. We spent $1777.00 minimum on that bed. We did not buy a check bed, but supposedly a good quality bed. I have bought cheaper quality beds from the Brick for goodness sake, not even a specialty bed store like Sleep Country Canada that claims to see superior products. We were not treated nice and as customers they basically screwed us. We are now stuck with a partially broken mattress. They deny every thing and deny it all.
I am so angry. What a corrupt, dishonest company. They don't even honor their warranty and they most certainly give a damn about good customer service! I seriously wonder how many other people have had the same problems with them as we have had. This is insane. I guess there is no such thing as honesty anymore or honoring your warranty's or even the atmosphere of trying to do good business and to take your customers complaints seriously nor do what is right by them when they do have big problems with your product!!
If they do not honor their warranty and replace our mattresses they have lost permanent customers in us. We would like to have this situation remedied.
Mr. & Mrs. Brobbel
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October 3, 2007
"New" bed possibly USED!
Sleep Country Canada
www.sleepcountry.ca
We purchased a Tempur bed (retail cost $3,400.) from Sleep Country about one year ago, it began to sag within a month of the purchase. It was not considered defective under warranty until it sagged 1 inch or more. It did reach 1 1/4 inch sag so Sleep Country said they would replace the mattress, not the box springs. After we decided we wanted a Simmon's Beautyrest (same retail cost as previous Tempur) I informed Sleep Country that Simmons advises the Beautyrest mattress needs to be on the Simmons Triton foundation for various reasons and also we needed the low profile foundation as the Tempur box springs were several inches higher. Within 2 days of my initial complaint, Sleep Country agreed to exchange the complete Tempur set for the complete Simmons Beautyrest set straight across - great, we should have been happy right ?! In the meantime (4 days till our "new" bed would be in) I wondered what Sleep Country does with the beds they get returned from their 60 night comfort guarantee offer. I called their customer service and asked, to which they replied that they either give them to charity or resell them, so I asked how I could be sure I would be getting a new bed and not a used bed and was told that the mattresses and foundations come in heat sealed bags from the manufacturers and used beds would have the mattress bags taped up. I called Simmons and they confirmed that all mattresses and foundations are heat sealed in the bags at the factory. Guess what - all 3 of our bags were taped up. I emailed Sleep Country regarding the fact I thought we had received a used bed, got no reply, left 2 voice mail messages and got no reply. It has been 2 weeks now since I tried to contact Sleep Country customer service so now all I have left to do is caution people about shopping at Sleep Country. Apparently I should have done internet research on Sleep Country before we bought there because I have since found others who have received the same response (no response) from customer service regarding various issues. Please be sure and pass this info on to everyone you know so they too don't end up spending over $3,000.00 and ending up with a USED bed from Sleep Country, or any other store for that matter.
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