Sleep Country Canada Reviews 1,327

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

Did you notice you can't do a Google review for Sleep Country? It's because the company is no longer able to offer high quality products but they still charge premium prices. They likely had to turn Google reviews off due to the massive number of bad reviews. I wish I had looked before shopping. Shame on you, Christine Magee (original Sleep Country business owner and operator) for letting your good company get turned into what it is now. The company no longer stands behind the products they sell. I purchased bedsheets that were soft and smooth in the package. One wash and the "highest quality" 500 thread count Egyptian cotton bedsheets in Canada turned into burlap sac material. The customer service has been little more than attempts at gaslighting me into believing there is no problem. The gentleman who works at the store even recoiled when he touched the sheets when I took them in to complain. I am furious that I paid good money for a garbage product. Please don't make the same mistake I did.

Date of experience: October 15, 2024

Bought a king sized split adjustable bed and mattresses from Sleep Country. Got a half decent deal on the floor model and everything was great. The remote for the adjustable base lasted only a few months and then stopped working. I received a replacement remote from Primo (the manufacturer) and seemed to solve the problem. Fast forward 6 months later, and remote doesn't work AGAIN. I've only used it a handful of times and know how to operate a remote. Now they want to charge me around $100 for another remote. These things appear to be cheaply made and not to last. My girlfriend's remote hasn't had any issues and uses it about the same amount as I do ..... HARDLY EVER. Will never buy anything ever again from Sleep Country if this is the crappy product they sell. It was over $5000 for everything.

Date of experience: April 04, 2024

Went to the Brantford store yesterday hoping to pick up a mattress and box spring. Were shown one that we wanted and it was on sale but ‘sorry, none available.’ We looked at about four different sets and we got the same response, ‘sorry, not available.’ Luckily for us there was a Leon’s about 100’ away from Sleep Country and they got our business.

Date of experience: October 31, 2024

We were satisfied with the purchase until we needed to call Customer Service to help us with the body impressions on the surface of the matress that was causing us pain.
They did not help us at all. They ask to do something exaclty how they want it to be done, so in case you do not have something they want, you must buy it just to get it done and show the body impressions. If you want someone to go at your place to check the matress they will charge you a fee. Such a nonsense approach of this company to solve people's problems. I am never buying or recommending this company again.

Date of experience: October 28, 2024

I was planning to call customer service tomorrow but after I read the comments I don't believe they will respond. The mattress (which is still under warranty) has two big cracks on it, after communicating with them back and forth, take off the cover, put back the cover, take more pictures, they saw the cracks -of course they didn't recognize it- but they were able to see what they called a stain that I can't even see. This is ridiculous, there is no stain. I was told before that they can send an assessor for $50 to come and check it out, so please contact me ONLY to tell me when is this person coming

Date of experience: October 15, 2024

Well
Well… hate to say it again but I tried another purchase from this company after I said f them.
Salesman said it was a one off that we had with our new $1500 mattress…
Guess what. Not
We traded that one in for a slightly used or trade in bullcrap item they suggested at a better value and better mattress… we sampled one on the floor and the one we received was not even close to to the one we sampled… go to another store Christine lies on every commercial.
Lumps, dips, and broken bed lifts…. No warranty when you agree to a trade! Bad sales bad sales

Date of experience: September 16, 2024

My wife and I purchased a new expensive Tempurpedic Mattress from Sleep Country Canada on 72nd Ave in Surrey B.C. At the time of purchase, we were told we could exchange it within 100 days if it was too hard for my back. This was the 3rd mattress we have purchased from them, as well as two adjustable beds (1 queen & 1 twin). When we purchased the latest queen-size Tempurpedic Mattress on Aug 10, 2024, we were told by the salesman that if it wasn't suitable for my back we could exchange it within 100 days for a lower model at no extra cost. I tried to exchange it after 3 weeks but was told I had to keep another while to see if it would work.
Today, I went to the store and was told if I exchanged it for the Adapt Teal model it would cost $100.00 more. When I replied you told me that within 100 days, there was no cost if we exchanged it for another mattress of the same quality or a lower model. Then the salesman tried to tell us if never said that. We both said that wasn't true and was not what he had told us. His reply was you misunderstood me or forgot what I said. We are seniors, not stupid we know what we were told. These salespersons will say anything to get you to purchase a mattress, once you have purchased it their stories totally change and they want to add on costs that they said wouldn't be there.
Then, he said they didn't carry that model and we would have to go to a different location of Sleep Country to do the exchange.
We went to a different location on 88th Ave in Surrey and the salesperson there said that the exchange would cost us $165.00. When I replied I was told that within 100 days, there was no cost if we exchanged it for another mattress of the same quality or a lower model. Then the salesperson tried to tell us that the model lower than ours had gone up in price since the one we received on Aug 17, 2024.
We are leaving town on Oct 25, 2024, for a few months and I was told if we didn't exchange it before we left, we couldn't exchange it.
This is not what your salespeople tell customers or what the company advertises. When I had to change my previous mattress that I purchased 10 years ago, because it was too hard, there were no hidden or added costs.
I would advise no one to deal with this company if they want any service. They don't care about service, it's just salespersons' line of gaslighting. Once they make a sale, that's where the service ends, because they know they have your money and could care less.

Date of experience: October 01, 2024

I bought a pillow in-store in July 2024. It did not feel the same as the sample I tested in the store, even after a few months, simply because the sample was softer and worn out compared to the new pillow, which was heavier, denser, and firmer. I contacted my salesperson for assistance, but the issue was not resolved as they were abiding by the store refund policy, which I completely understand. I decided to contact head office, and to my surprise, they returned my call the very next day. I'm so impressed by their commitment to going the extra mile to help me through this. They carefully evaluated my situation and were sympathetic and flexible to accommodate me outside of the scope of their return policy because I had a legitimate situation. I'm so pleased with their customer service; I want to encourage other customers and remind them that sometimes we do have issues with products, and the stores do have policies, but if you share your story, most of the time, they are willing to be flexible. I definitely recommend Sleep Country products, based not only on the quality of their products but also on their excellent customer service. I want to publicly thank Sleep Country for helping me through this.

Date of experience: September 30, 2024

I purchased a bed from them 6 years ago. In those years there was a flaw that developed on the mattress plus a few stains due to wear and tear. After contacting them to get a replacement mattress, I was informed that they wouldn't replace the mattress due to the stain. I will add a very important point to my extreme anger and that is, Who does not developed some petty little stains on a mattress in 6 years. People have kids, and I am physically disabled and I tend to sometimes spill liquid on the bed.
"Shame on this so called respectful company." I will never purchase anything ever from this company, nor will I ever recommend this company to anyone ever!!!!!

Date of experience: October 07, 2024

I purchased a Melody, received a Gemma. A thousand dollar cheaper, yet similar looking mattress.
I've never slept so horrible in my life.
After sleeping on it for 4 nights I went back into store. Guy assured me that everything was fine and that it could take up to 21 days to break in.
I explained I appreciate that, however I ordered an ultra plush mattress and the one I have is like ply wood.
Oh yes, it just takes time to break in.
I was so sore, from the new "ultra plush mattress" that I looked for the tag today and confirmed it was not the mattress I ordered, but a much cheaper mattress.
I attended the store as soon as they opened today (10 am).

Oh yes, they can get me a new mattress tomorrow.
No, tomorrow doesn't work - you see, because of sleep country, I don't have a bed to sleep in. I ordered my mattress 8 days ago and dont have it. I need the mattress today. Was basically told no.
Called customer service - once the lady stopped talking over me, I explained the situation.
After being on hold for a while she returns and says they'll give me a $120 gift card ...and deliver it tomorrow.
I advised that wasn't going to cut it. $120 doesnt even cover a hotel room which I need as I don't have a bed - because sleep country attempted to switch me to a cheap mattress.
You guys either messed up, or got caught intentionally trying to send me a cheaper mattress.
Also did not receive the complimentary $150 blanket that was supposed to be delivered with the mattress.
Sounds like a scam to me!!!
All I asked was for you to fix your own mess. I wasn't asking to be compensated for the day I had to miss work, the physiotherapy appointment, the missed golf round and intense pain that I've experienced since you dropped off a cheap ass mattress.
Less than impressed!

Date of experience: October 07, 2024

Firstly, I do not want this review to reflect the sales process at the local Sleep Country. I dealt with Noah in the Cornwall location and he was truly excellent to deal with. The issue with a large company like Sleep Country is the multiple entities that are involved. The delivery company is the issue. I had arranged for Sleep Country to move my existing bed to the basement two days prior to delivery. Gurpreet Singh, one of the delivery people met me at the door. He asked if they were taking the old bed away and I explained that I had arranged for them to place it in my basement. He immediately became confrontational raising his voice, stating that that is not his job. I explained that the approval to do this occurred two days ago and the store had it in writing. My sales person was not at work today, but I spoke to another salesperson who said she would make phone calls and get it straightened out. Gurpreet called his supervisor Mike Sheppard, who seemed to agree with Gurpreet and support his stance on the issue. Mike was contacted by the sales person who explained that moving the bed was approved by Sleep Country and they had it in writing. By this time, Gupreet became irate and started to accuse me of saying things that I did not-behaving like a child. He began to pack up his truck saying that I am refusing delivery, which was not the case. Fortunately I had workers here that I was able to pay to move the bed. Exercise caution when dealing with Sleep Country-even if you have things in writing. Gupreet Singh and Mike Sheppard should not be in a position where he deals with the public, and if they continues to do so, I doubt Sleep Country in Cornwall will remain open.

Date of experience: September 27, 2024

I bought a Kingsdown Duet Glenview Firm mattress and wow what a great mattress!!! The entire experience was great and the mattress is the best I've ever experienced. Because of this mattress I'm able to function so much better for the entire day. I broke my back have crushed discs and finding the right mattress has been a challenge until now!!! Fabulous!

Date of experience: September 20, 2024

We first went to Sleep Country in May 2024 and met with Krish Sharma, the Sales person at the store in Mississauga. Krish was polite and listened to all our needs, and the problems that we were having with our mattresses. We were looking for two FIRM mattresses. Krish seemed to have a good knowledge on the various mattresses that Sleep Country offers and he made a few suggestions. So we bought the Sealy Grand Era. We tried them , but still wanted a Firmer mattress.
Krish was kind enough, and even made the time AFTER his shift, to come over to our place and look at the board and box spring etc and he suggested that we try the Beauty Rest.

We were within the return period and so we bought the Sealy Grand Era and are now satisfied with this mattress. We would like to express our sincere appreciation to Krish for the courteous and professional way he treated our needs.

Thank you Krish.

Edna and Al Mathias

Date of experience: August 14, 2024

We purchased a mattress from sleep country a few years ago , it was great till we started having the foam and coils separate where our hips are , think that’s no issue we have warranty , so we go ahead file a claim only to be denied because of stains, now we aren’t dirty people , these are very minor sweat stains that most people have , our mattress has very blaring defects that are causing a ton of neck and hip issues but sleep country is hiding behind the manufacturers statement of any stain voids any and all warranty. The sleep country lady was rude and even tho her system was down so she could not look into my claim further she stuck to the stain statement

I would avoid sleep country in all aspects , they promote a warranty yet but will do nothing to keep their customers

Date of experience: August 21, 2024

I bought a Bloom mattress 5 months ago, and recently pulled the cover off to wash it. The foam has extensive cracking in it (where I sleep). I filled out a warranty claim. It was denied as there is a stain, which has nothing to do with the cracks. I started searching on the net and discovered there are quite a few complaints regarding cracks in the memory foam.

Date of experience: August 20, 2024

I’ve had 3 different delivery dates so far for mattress and bed frame. SC bases their delivery not on having the product in their warehouse but based on arrival from Asia on a shipping container. How can anyone have control over a shipping container. I was just told the latest date is just an estimate and in fact all their dates are an estimate. I wish I was told that initially.

Date of experience: August 16, 2024

Ordered a mattress online which never got delivered. Called them twice and both times I was told that they can't find the order and that they would investigate. After a whole day they never got back to me. Disgusting service.

Date of experience: August 16, 2024