Sleep Country Canada

Very expensive mattresses! I thought it's going to be a good quality of serve - delivered with 7 hours delay. My mattress protector came wet and dirty, with destroyed box.
Customer service - terrible - promises with no respect of the customer! Waiting for their call back and they never called...
Terrible, terrible service!
I would suggest everyone - just don't deal with SleepCountry at all!!!

Delivered the wrong and defective product and promised to replace it. I couldnt use the bed. Since then I couldnt get through

We received the very BEST customer service from the Ajax store by Vincent. He was patient and very knowledgeable about Sleep Country Canada products. We were so impressed that we bought the the mattress on the spot. Usually we go home think about it and check out other competitors offer. We have always been very happy with their products and service, we are Sleep Countrys repeated customers for over 20 years. Vincent was very efficient. We had called back few days ago about the warranty and Vincent returned our calls immediately. We are so happy. I would like everyone to visit the Ajax location and ask for Vincent.

Oct 18th Delivery of Kingsdown Duet Gage queen mattress and box spring. Box spring was damaged in 3 places yet they still delivered it. My wall was damaged as well. I contacted customer service within 2 hrs of delivery.
Was told to forward pictures of the property damage. The pics have been submitted 3 TIMES and I'm being asked a 4th time to submit them.
Within a week, the mattress was sagging. A WEEK! I contacted them and was told I could receive a new one. I really don't want a new one that will more than likely do the same thing. I was assured by Sleep Country that the mattress was faulty. WHY ARE SLEEP COUNTRY SELLING FAULTY MATTRESSES?
Took another day off work to have the mattress and box spring delivered today and the DAMAGED ONES removed.
No call between 8 and 9am this morning to let me know the 3 hr window for delivery as per their policy.
Just informed the exchange will take place near 9pm tonight, when I was told by several people I would be priority and it would be a morning delivery. This has now been going on for over a month.

BEWARE OF SLEEP COUNTRY. DO NOT DO BUSINESS WITH THEM. Still no compensation for property damage and no mattress and box spring.

We recently wanted to swap out a mattress we purchased under a NO RETURNS POLICY. One of the customer service staff - Alexandra Kukovica - went "above and beyond” the call of duty to assist us with this issue.
Not only is she a delightful and kind individual, but professional and diligent. She followed up promptly with us and came through in a time of great need as my wife is undergoing chemotherapy for a cancer treatment. Alexandra is a credit to SLEEP COUNTRY/DORMEZVOUS and a reason we will continue to shop with them in the future. What a credit she is to this organization

Alexandra is a credit to SLEEP COUNTRY/DORMEZVOUS and a reason we will continue to shop with your company in the future. What a credit she is to your organization.

I will post a good review on GOOGLE for you.

Sincerely,

My adjustable base is broken. I called customer service on May 28th 2021 before my warranty expired multiple times and nobody was answering the phone.
Finally I got in touch with someone on June 10th and then was advised to contact tempurpedic customer service and provide photos. I did and then tempurpedic tells me I have to deal with sleep country. I have been getting the run around and I cannot sleep in my bed it's not comfortable ( I have back and mobility issues) and the fear of the partially broken bar on the base will break off completely while I'm sleeping and cause further damage to my back.
I spoke with Hamza in customer service today to follow up with my warranty request and he was not helpful. He kept telling me that my warranty is expired and that they can give me a discount on another base. I explained that I had called before my warranty expired and he refuses to help me. Sleep country should replace the adjustable base at no charge they don't believe me that I called and are trying to find every loophole not cover my warranty. I lost all my trust in sleep country and will never buy from them again. Nor will my family and friends after this ordeal.

Like the hundreds of reviews below, I would SERIOUSLY urge anyone on the market for a mattress to eliminate Sleep Country out of the running for your purchase. I waited a month and a half for my mattress and had to pay extra rent during COVID because of their order mistake, lack of communication, ZERO empathy or customer service and inflexibility. The agents are no help, it’s as if each department operates in complete silo. This company is so large that no one cares what is going on in another department, they transfer you from one to the next, and each person’s response is “that’s not my problem, I can’t do anything for you”. PLEASE do not give them your money. They need some serious change in management/training. I have never dealt with a worse company and I am so sad I have to write so many negative things. To highlight their insensitivity, the first time I called customer service was a day before my scheduled delivery. I called at 9am, they told me my order was cancelled and could not tell me why. A ticket was logged and the agent said she would call me back in a few hours. At 7pm, after hearing nothing, I called back because I was moving out of my friends apartment and was delayed due to thus mattress not being in my new place. When I called back and said I was calling to check in on the status of my ticket that was placed this morning, the girl scoffed and said “well, it’s not end of day yet though, is it?”. I said no.... however I am in a sensitive situation and am calling to see if there’s been any progress? She cut me off and said “just give me your order number”. I stopped and said that I would appreciate some sensitivity and empathy towards me. She said “ok I don’t think this is going to work, I’m going to put you back in the queue”. I was so shocked that someone in customer service would speak that way to a customers paying thousands of dollars for their product...Anyway, my entire experience goes downhill from there. Thanks for reading.

After less than 2 yrs my mattress broke down and sagged. As there is a 10 yr warranty I applied for it. In order to apply you must contact customer service. After 6 dropped calls over an 8 hr time while waiting on hold over 6 days I was able to talk to some. I also left 5 messages that were not returned and sent 2 emails also not returned all over a weeks time.

I am living in a nightmare for almost 10 days now. I purchased a Serta perfect sleeper on Jan 15 that the salesperson said was great. I told him I have back issues. It arrived on Sat/Jan 18, 2020 and I aired it out for a day because of the 'new smell' and slept on it for only 3 hours on Sun/Jan 19. it was so hard like a board I was in pain. I went to the store on Mon/Jan20 after work and the salesperson recommended i choose another mattress, the Kingsdown. I had to pay $50. (and my receipt does not reflect the taxes which he promised to fix but has not) and they would deliver it on Sun/Jan 26. Just after 1pm on Sunday they delivered the mattress and put
it on the bed. I opened the window to air it out and went on to do other
things. At 7pm I went to my bedroom to see if there was any heavy 'new smells' and look at the Mattress. I had a bit of a shock as it was sinking in the middle and there was no 'new smell' it smelled like a steam cleaning product. Like when I have my rugs and sofa cleaned. This is not a new
mattress! It is a used one. I used a piece of wood to see how much it was sunk and took some photos with my cell ph. as I do not have a digital camera. I called customer Service Sun/Jan/26 at approx. 7:30 pm and was told to send the photos by email. This is a used mattress. I am told it went to the management team and that the CS person is not off until Friday. Any advice to get this resolved?

Initially I was nervous shopping for a new mattress as I have heard so many stories of bad experiences. Although the sales person was trying to direct me to higher priced mattresses, when I asked to please let me browse and try out alone as I was feeling overwhelmed, he immediately backed off. I was able to make my decision and he gave me $200 off of the sale price so I bought 2 new pillows and a sheet set. He cautioned me to anticipate the mattress to feel harder than in the store. They delivered when they said and we polite and efficient. My platform and mattress was set up in 15 minutes and old box spring set removed. This mattress is perfect. It wasn't too hard and I've had a much better sleep. If anything, this mattress is better than what remembered in the store. I appreciate the good service and feel bad for my initial distrust.