Carole from Cambridge

Where to begin? Have had several mattresses from the Sleep-Ezzz Cambridge store location in the past so I thought nothing of going back for a new bed for my new home. Sales staff Linda was great, very nice to deal with, couldn't say a bad thing about her. The time came for delivery and then things fell apart. The delivery people arrived and before I had the chance to even say hello, they were in the house and heading up the stairs to the second floor with the mattress, snowy muddy shoes and all. I informed them where the new mattress was going and they wasted no time getting there, but the whole while making one hell of a mess of the floors (100+ yr old hardwood floors...I suppose I must be thankful it wasn't carpet). What I did not notice though, was the muddy mess of the plastic mattress cover. When they left I saw muddy water dripping down the walls of the hall way, stair well and the NEWLY painted walls and door frame of the master bedroom - I had only JUST painted the room literally the day before the mattress came! The delivery guys bolted before I had a chance to even go up to the bedroom and take a proper look at the new mattress (they actually both left before collecting the remaining balance owing! They argued on my front step about who would go back for it). They collected the money and ran and that is when I had a chance to actually take a look at the mattress and the state of the house. On top of the mess (and some muddy patches on the NEW mattress) I spotted a hole in my newly painted bedroom wall. They had pushed the door open so far that the door knob punched a hole in the plaster wall (this is a 100+ yr old house). I called the store and was told to call the head office store location in Kitchener. I spoke with Steve who is the owner of the company. He was rude and blamed me for everything that happened. It was my fault for not having the delivery guys take their shoes off (fair enough, I'll let that go, I suppose I am easily intimidated being a young woman home alone with two massive, stinking sluggish delivery people), but what kills me is that he blamed me for the rest of it - including the hole in the wall. It was my fault, he said, because there was not a door stopper. Unfortunately there is not one in the room and having JUST finished the painting/plastering etc. I had not yet got one in place. Steve agreed to give me a $50 refund, but was not nice or apologetic, again, he blamed me - he said it was my house so I should take control of what is happening in my home, after all, he would! I then received a call just minutes later from the delivery guys telling me they had been asked to come back and grab a photo of the damage. I didn't want for them to return but gave in and they were at my door not 2 minutes later. This time I asked them to take their shoes off and what a scene they made. They followed me through my house to see the damage in the bedroom and immediately took the same attitude as Steve - IF they did it (which they say they didn't) it would have been MY fault for there not being a door stopper, but they know they didn't do it and I was likely trying to pass the blame on for something I did myself. They called Steve and began telling their story, said no more to me and walked out the door. I did call Steve the owner back because I was shocked at the treatment and behavior of the delivery people and he got extremely verbal with me, again blaming me, never apologizing or tacking accountability for his delivery people or the treatment of his customers. he then told me the issue was over, I should "stop harping on things because life was short"...he ended our call by telling me I can forget the $50 refund. Fantastic day! I have never had anyone at what I thought was a reputable business treat me so badly. I now have a brand new muddy mattress and a hell of a mess to clean up...all for just $600! I am sad to say this, but stay away from this shop. Although I have had great experience in the past, I would never consider going back, I would never recommend them. Suck it up and pay a bit more and go to a store that will treat you with some respect.

Oh how I wish I read these reviews before making the mistake of shopping at the Chesterfield Shop! I found a couch I liked and had it ordered, it was delivered by a nice team of people according to schedule. I chose for the delivery people to not unpack the couch, as I had just moved into my home and had extensive painting/renos to do and figured the couch would be safe left in its wrapper. Several weeks later I unwrapped the couch and all I had to do was attach the four legs supplied and sit back and relax - right? WRONG! One of the four legs would not attach properly, the upholstery was too bulky in one corner to allow the leg to sit straight - no matter, that leg was going to be crooked. I called immediately, but my mistake, it was a weekend, the store is definitely open and willing to take your money on a weekend, but don't expect to get help over the phone. Many phone calls, messages and emails later a delivery crew was sent to my home to look at the problem. The problem was not solved by the delivery team, they attempted to remove the problem leg and re-position it so it would sit properly. The leg was still crooked and now completely out of line from the other legs (and this is a couch style where the legs are rather prominent). I contacted the store again (at this time the situation had been on-going for weeks, and I was less than pleased, as I had dealt with a number of rude people over the phone, and the delivery team that came to "fix" the leg?! - don't get me started!). I was assured a call back the following day with a solution to the problem. When I received that call back I was shocked to have the person I was dealing with inform me that there had been a meeting to discuss my issue and the conclusion was that the situation was entirely MY fault, as I had attached the leg incorrectly - I was told that I had apparently put the leg on in the wrong spot and created new screw holes for it to fit in and did not use the pre-drilled holes or all of the hardware supplied. Completely untrue and I am quite sure I would have remembered drilling all new holes into a brand new couch (who would do that?), and why on earth would I have looked at a handful of screws and decided on only using half of them?! I informed the person I was dealing with that this was ridiculous, completely untrue and in fact it was the DELIVERY TEAM who came back out that had drilled new holes and moved things around. And the screws that were "left out" actually never came with the couch, all 8 screws supplied were used, if there was more hardware to the couch, it was never supplied to me. It was then arranged for another delivery team to come out with new legs (a different style that should sit better). They arrived within the week and the problem was solved with these new legs (and I will add the couch looks better with these new legs). Although my problem was eventually solved, it was not without some major headaches. Customer service was rude and never have I encountered a business that takes the "customer is always WRONG" approach. I would not recommend this company and am glad I do not have to deal with them again (fingers crossed).