Sleep Country Canada Reviews 1,324

Bought a Dormeo split king mattress a Couple years ago. Thought it would soften up over time, but not so. Worst purchase I’ve ever made. Definitely Not good if you have chronic joint pain.

Date of experience: December 26, 2024

I bought a Casper pillow from the store based on the salesman’s push that it provided 12+ hours of cooling. Then we went back and said it was only 4 mins he changed his tune that no it adjusts to your body. I asked how is that cooling and he said that is regulating even though before he said cooling. To top it off Casper offers a 30 day trial and full refund if we bought from them but Sleep Country will not honour it. Deceptive selling and no support after. If that is what you want go there.

Date of experience: December 13, 2024

I ordered an expensive new pillow online several days ago and the site said to expect delivery 3 days later on December 20th. It did not arrive and today I called customer service, and after a 30 minute wait I spoke briefly with a confused agent who finally told me it would be two more weeks. I asked him if he was sure he had the right order and he hung up on me. So I tried the live chat on the website and after two agents passed me over to a third, they said it would be 3 to 5 business days. I asked from when? Should have been delivered yesterday. I know we are in a world of poor customer service, but this is unacceptable. If you can't give an accurate time estimate, just say it! Done with companies like sleep country.

Date of experience: December 21, 2024

Sleep Country did not honor the discount they advertised and the explanation provided did not equate. I talked with the live chat agents and a customer service agent at 1888 753 3788. While the customer service agent acknowledged that she was part of a team meeting that noted the error in advertising and that their website team was going to fix it, she said that Sleep Country would not honor what they had advertised.

Date of experience: December 19, 2024

I wanted to return my mattress within the 100 day guarantee period. I had no access to my email as I was locked out of my email and can’t reset the password as I wanted a copy of my receipt. I called my store and they couldn’t forward me my old receipt. They told me to call customer service. I called during business hours and got voicemail at their customer service line, left a detailed voicemail and contact info no one has reached out to me. I reached out via email and Facebook nothing. I feel like I’m ignored and now the store is saying it’s over 100 days they can’t help
Me. My son has mild vertigo and is only 8.5 and is very uncomfortable. I missed the 100 day mark now by only like a week or so I think
And no one has reached out to me yet. I wanted to Exchange or return our mattress for a different one. I dread sleeping on it and have slept on it quite a few times now when my son has hockey and stays in my room. It’s too firm and I wake up with back pain and feel like I’m Sleeping on a board. I should look forward to relaxing when going to bed and look forward to sleeping in. Very disappointed with the customer service and my experience. I’ve always recommended sleep country to people and never experienced service like this. I feel disappointed upset and taken advantage of. Will not be using sleep country again.

I feel like they were so nice until I paid and after the service is not existent.

Date of experience: October 31, 2024

Gustavo treated me incredibly well and I won't forget the experience. He works at the West Broadway Vancouver store. Very polite. Informative and caring. I bought a queen size bamboo sheet set. I know I will be back and then back again. We recently lost our home in the July 24th, 2024 Jasper fire. We have to buy EVERYTHING once we have rebuilt. All our neighbours are in the same situation. Gustavo explained how easy it will be to ship all we need. Thank you for having such a great sales associate. It makes all the difference!!!

Date of experience: December 17, 2024

Bought a top-of-the-line Kingsdown mattress on sale in 2022. It dipped and sagged so badly that we were able to exchange it under warranty in 2024.

We went to the store to exchange it and surprise surprise the mattress we bought has been discontinued. If we wanted to get a comparable mattress we would have to upgrade. After trying out all the mattresses we found one we liked. We paid an extra 1700 on top of our store credit of 1600 to get another "top-of-the-line" mattress.

We got it the following week and it's awful. It's so firm and stiff. Not like the showroom model at all. When we went in to ask if we could do the 100 day comfort exchange we were told no. Because it's not a new purchase, it's a warranty replacement.

So we had no choice but to switch to a new mattress because of their defective product and now we are stuck with this new one that we hate. They won't even try to help us out at all. Basically, new customers have the option of trying out a mattress to make sure it works, but if you're a customer who has to deal with a defective product you don't get to have a 100 day trial period for your new replacement mattress. Just absolute garbage.

I will never shop here again.

Date of experience: November 26, 2024

DO NOT PURCHASE ANYTHING FROM SLEEP COUNTRY. THEY DO NOT HONOR THE WARRANTY.
I Purchased a Tempur-pedic top of the line mattress at Sleep Country. After 3 years it is so soft and it feels like I’m in a hole sleeping in a hole. I called Sleep Country to report the mattress which is guarantor 10 Years. They want you to fill out this form with measurements. This is a foam mattress that does not show any if measured, it only indents when you are sleeping in it. After speaking to an associate at the store they said to call Sleep Country. They were very rude and very unhelpful….not interested in helping.
This is the worse mattress that I have ever slept on. This mattress was recommended by An associate at Sleep Country.

Date of experience: December 12, 2024

Today I took delivery of a new Queen sized Casper Original Hybrid that I purchased from Sleep Country Canada. Aside from the delivery being on time, on the correct day nothing else is as expected.
When I went to my local Ajax Sleep Country the salesperson knew that I have back issues and that I had been sleeping on a Tempur-Pedic for the past 17 years. She also knew that despite loving my memory foam mattress I couldn't afford another Tempur-Pedic. After assessing my needs she showed me 2 Casper Hybrid options that were within my price point. She also proudly told me that SC owns Casper. I ended up buying the Casper Original and arranged delivery for a week later.
Delivery Day-The crew arrived with the mattress already unboxed and ready to unroll. I never even saw the box. This was unnerving as I had planned on keeping the mattress in the box for a couple of weeks while I purchased a bed frame, and when you buy a bed in a box you expect to see a box.
-The mattress inflated quickly except for a pronounced dip along one side of the bed. 12 hours later it still hasn't filled in. It's a good thing no one had to sleep on that side the way it is.
-After an hour or so on my mattress my back was in total spasm and my sciatica is back after more than a year. This bed isn't even comfortable for me to sit on (way too wobbly). I decided to double check the return process since It was clear I was probably going to have a problem with this mattress choice. Imagine my surprise when I discovered that Sleep Country's return policy is different than every other bed-in-a-box retailer in Canada, including the one that they own. All of the other manufacturer's offer full refunds if you don't love your mattress.
-Sleep Country only offers an exchange if you aren't satisfied. I was not told this. My back and neck issues are severe enough that I am permanently disabled and would never have purchased a mattress that I couldn't get a refund on if it didn't work out.
-So here I am in more pain than my 17 year old Temur-Pedic ever left me in, AND, I'm probably stuck with it since it is unlikely that SC carries a memory foam option that is within my price point (if there was I can't help but think that's what she would have showed me). I can't even imagine how much pain I will be in by the time I give it 21 days to see if I "adjust".
-Not only that when I called the store they basically told me too bad, so sad. She offered me a customer service number I could call so they could "explain" the policy to me. I told her I wasn't stupid and my understanding wasn't the issue, her lack of transparency was.
-There is nothing about this experience that I would ever recommend, to anyone.
I am so disappointed that after waiting for so long until I could afford a new mattress, I picked one that is a total waste of my money. To be clear I'm not even saying the Casper is a bad bed, it's just bad for me.

Date of experience: December 09, 2024

Starting from customer service, on line, they respond and you ask question ( email correspondence) no one answer you for 4 days. Apparently the person took the days off. You can t get done with their customer service, it does not exist

They charge 55 dollars, if you want them to bring to the room ( or they drop to the door :) ) Our delivery person, refused to bring from elevator door to appartment door ( I have a written confirmation that they would deliver to my appartment door )

You are buying a mattress for few thousands dollars, I dont know how they can not manage the customer care.

Never again from Sleep Country

Date of experience: October 12, 2024

Customer service is appalling. Went to 4 different stores and only one store had a decent, helpful, polite and respectful sales person. The rest were unhelpful, and two were downright rude and offensive. I just don't understand how people can act like this. Customer service? It's like they don't want to sell!!

Date of experience: December 05, 2024

I bought a bed and when fle a claim they is void because factory dint cover coils on boxspring
I am totaly disapoited i feel i have been reapoff

Date of experience: December 06, 2024

6 telephone calls in. They sent my pillows with no proven ability to track the shipment on my side. 1 email at point of purchase. Then 4 calls in they give me the tracking number and my purchase was already stolen. Get this the free eye mask was sent with 4 emails to track it. My last purchase with Sleep County.

Date of experience: November 28, 2024

Jennifer from the St Thomas Ontario store was an absolute treasure to deal with. I will admit that the first mattress we bought did not meet our expectations and when we returned to talk to her she addressed our problems and we then decided to purchase the mattress one step up from our original purchase. We are very happy with our new bed.

Date of experience: November 12, 2024

I purchased a king mattress last April. Worst mattress ever. Usually it takes several years to go through a mattress. This one broke down in just over a year. Check your warranty first! Check the tag to see what the warranty code is I had an A and that is only a year. And there is nothing I can do. I will never shop sleep country again.

Date of experience: November 11, 2024

Beware and be extra cautious when buying in this store! Prices are very misleading! Prices on the website is not the same when you go instore to purchase. For sure, they know how to make business!!!!

Date of experience: November 23, 2024

WARRANTY!
Don’t even waste your time buying a mattress there. After numerous and I mean numerous emails back and forth sending pictures and measurements that were never good enough. I doubt if there is any warranties ever given! We have no stains and in mattress protector for two years, material is separating and bowing in the middle upwards.
I will not buy from them ever again.Happy to take your money but won’t stand behind their product.

Date of experience: November 21, 2024

So far I’m not impressed. I purchased a pillow online. They gave me an order date and number and Twelve days later I have not received a shipment date. I phoned twice and the first customer service rep said she would get back to me with a tracking number. The second rep said my order number had changed because it was ordered under the old system and gave me a new order #. The new order# doesn’t exist in their system. They said the item has been shipped but can’t provide me with a tracking number. I paid $200 for the pillow. Now Im wondering if it’s a scam and the pillow is as bad as their word. I’ll never buy online again. Will I ever receive the pillow I ordered…. That remains to be seen???

Date of experience: November 12, 2024

DECEPTIVE SHIPPING INFORMATION ON WEBSITE!!! I specifically ordered (birthday gift for my brother) Duvet and Cover items (over $250 value) BECAUSE SHIPPING WAS POSSIBLE TO MY BROTHER'S ADDRESS! LOOMIS IN CASTLEGAR CALLED TO RELAY THE ADDRESS IS 'OUTSIDE THEIR DELIVERY AREA'. PICKUP OF PACKAGE AT LOOMIS CASTLEGAR IS INCONVENIENT! ONLY AVAILABLE PICK UP TIMES: 4AM-9AM ONLY OR 3:30PM-5:30PM ONLY. Do NOT 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 DECEPTIVE!!! No idea what the product will be like, but wary, now that I see all of these negative reviews. I should have checked company reviews before I ordered. :-(

Date of experience: November 18, 2024

Terrible service! I bought a mattress and frame from them 3 months ago and the frame broke. Jumped through all their hoops and still have to try sleep on the couch. I was told to just sleep on the mattress on the floor! At 75 this is not possible for me. Will never buy anything else from them.

Date of experience: November 01, 2024