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November 2023 by Catherine Melillo
One of the worst retail customer service experiences I’ve had. Policies aren’t told up front regarding the 100 day trial for a mattress, no where on the website or first receipt does it say the policy is limited to 1. I had one salesperson recommend a mattress that was way too soft (I learned later, after purchasing and trying for 2 months) for the type of sleep positions I use. Then had a different location tell me that the other one shouldn’t have recommended that one for me in the first place, instead told me to go extra firm. Now this mattress is way too hard on my joints, and was only told that the 100 day trial is limited to 1 mattress as I was cashing out, so it was already too late. Information like that should be told when the first purchase is being made. This is a mattress specialty store, and I have had 0 consistency with help, the website doesn’t have options to narrow results based on personal sleep style, pain areas etc like other stores do, so I relied on the help of the salespeople. I have been a customer for over 20 years and so expected expert advice. Instead I have been left having worse sleeps and more pain. Have now been told if I want to exchange than I need to pay a “re-stock” fee, but they wouldn’t tell me how much the fee would be? They said it “depends on the customer”. Sounds like another policy that’s used to deceive customers.
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October 2023 by Crystal Jones
Went to a sleep country store to put a mattress on layaway at end of July 2023. Gave store a $60 cash payment. A week later I received a mattress as a gift, so I called and explained this and asked for my $60 back as I no longer needed one from them. They told me I couldn't get my money back in cash and I would be receiving a cheque in the mail within 10 business days. It's now mid October and I still haven't received the cheque and I have been in contact with them over 8 times by phone, with no resolve. This is ridiculous and not good business practice. Next move is to take legal action
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August 2023 by anurag
Review coming from a level 10 google maps reviewer. Worst company ever. Threads started coming off from the blanked which was under warranty but they refused to acknowledge it. I talked to Peter Huang and he was very arrogant and unhelpful. I will reevaluate the review if company does something about my issue.
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June 2023 by Rick Penney
We were there for a brief EV wait . Asked the receptionist if we may charge while we waited. She said it was OK. So kind. It is part of the EV community etiquette to ask and thank individuals for the use of their EV charging equipment. We have a friend whom we suggested Sleep County. Our friend had a back issue and purchased a special mattress for support. The staff were amazing in suggestions finding the correct mattress. This is the kind of supportive community that Sleep Country provides.
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June 2023 by amy Zindros
Purchased mattress. Didn’t last a year before indentation occurred. Customer service reps say different things and the company doesn’t care about the situation, they will do whatever possible to NOT have to help cover any warranty. Worst place I’ve ever dealt with. Not ok for companies to lie about policy. Wouldn’t recommend at all.
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February 2023 by James S
Tried for the second time to order our bed with an unsuccessful delivery. First time was in 2021 when the local sales rep entered our order wrong and we received a queen instead of a king. The bed went on backorder shortly thereafter and we missed our chance on the bed we wanted (We settled for a metal frame while we waited). Fast forward a year and a half later and the bed we want finally becomes available. We were happy to order it but found out as it was being assembled by the delivery guys that someone entered the order wrong again. This time in their ecomm dept. We got half the parts in king size and half in queen size. It went back again and we’re still waiting for our bed…Only two occasions dealing with Sleep Country and they’ve both been painful. (The delivery guys were great both times)
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January 2023 by CY Shin
The agents doesnt even try to take a look of the claims and pictures and all the staffs just try hard to not to grant warranty, even followed all the instructions. First of all, the person who open the warranty was ignored me and left the chat so I had to wait in a queue again to open the warranty account and when the first assessment was completed the reason of disapproval was the mattress impression should be greater than 0.75 inches but my measurement was as showing in the pictures, the impression was 0.8 so I reclaimed it and the second assessment was saying the same thing that the impression should be more than 0.75 inches. I used the same pictures I have that obviously showing 0.8 and when I had to call to reopen second claim the person who received phone call was terrible that she didn’t even check my pictures and saying there is no gap between the measurement but it was obviously the gap showing 0.8 inches in more than one picture. They couldn’t make an excuse of my measurement since I followed all the instructions of example of pictures as they requested on their website. I’m very disappointed about the after care service of Sleep country and never want to buy bed at this company again. Keep changing the word without specific rules to avoid the warranty. Not the right way of doing business in long term.
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December 2022 by Vs Sm
This company uses illegal false advertising and does not stick to its promise "... you can exchange it for one of our over 50 other mattresses, hassle-free, at any retail location.", which is a total lie. They wanted me to get an allergic reaction confirmed by my doctor to prove that the mattress has had a bad smell. They'll never let you get away from their horrible service with the cheapest mattress exchange option. After 2 weeks of waiting for their response and hours on the phone with ten (10!) of Customer Service reps, who simply ignore you you every time, they offer your 50% of restocking fee even if the mattress cannot be used due to its poor quality. They keep saying different things and do not take responsibility of what their co-workers said 5 mins ago. Scam business.
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December 2022 by A Ms
This company uses illegal false advertising and does not stick to its promise "... you can exchange it for one of our over 50 other mattresses, hassle-free, at any retail location.", which is a total lie. They wanted me to get an allergic reaction confirmed by my doctor to prove that the mattress has had a bad smell. They'll never let you get away from their horrible service with the cheapest mattress exchange option. After 2 weeks of waiting for their response and hours on the phone with ten (10!) of Customer Service reps, who simply ignore you you every time, they offer your 50% of restocking fee even if the mattress cannot be used due to its poor quality. They keep saying different things and do not take responsibility of what their co-workers said 5 mins ago. Scam business.
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October 2022 by Harjot Singh
Please update your opening hours, according to google info page the store should be open at 8:00 am but the actual time is 9:00 am. Went there at 8:05 am, wasted my time. Updating hours doesn't take that much time so please keep it up to date so someone else dosent waste their time like i did.Edit: no need to discuss, just update hours it still says open at 8:00 am
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September 2022 by Akshay Kadidal
This is a warehouse. Had great options on a blowout sale. Great prices and staff were super friendly and very helpful
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September 2022 by Mary Doran
An unpleasant first time experience with Barrie, Commerce drive location. Unprofessional with my needs and concerns and lack of knowledge with billing.Overall I’m glad to have bought a new mattress and sale was good, but very unsatisfied with the in-store service this location provides.
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September 2022 by Terri L
Great price on low pro box. Haven't owned long enough to comment on quality Waited kinda long for delivery. Delivery guys smelled 10+ of BO, and smelled up my house to the point of nausea. THIS MUST BE ADDRESSED. I find it VERY hard to imagine that their coworkers aren't aware of their rank b.o.
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August 2022 by Valencio Salema
I purchased a Sealy Angelika mattress from Sleepcountry on 12th Dec 2021, which was delivered by 17th Dec 2021. Within 4 months of use, I started developing back issues due to be mattress sagging and not offering enough support. I contacted the company to see if they could replace it and they refused, since it had passed their 100 day comfort warranty. So the only option was to seek a warranty replacement since the mattress has a 10 year warranty. All the pictures I sent the company to start the warranty claim were refused and after a struggle, I was able to arrange a contractor from Sleep county come over and do a home inspection which passed (did not leave enough body impressions to qualify for a warranty exchange). I tried to seek a resolution using another agency but again no useful resolution was offered. All I can say I am disappointed with my dealings with this company and am going to toss out a fairly new mattress. Beware of what sales pitch they use to lure you in since the quality of materials barely even lasts a year. Good luck
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April 2022 by Melissa M.
Slap in the Face! Buyer Beware! March 30, 2022My husband has been dealing with Sleep Country now for the past 3 hours in an attempt to LOCATE the mattress we purchased and that was guaranteed to be delivered today. It isn't coming.Despite the fact that we were told specifically that today it would be delivered, AND a text was delivered to us this morning to confirm the delivery window of between 10am and 1pm, we are NOT receiving it. Their excuse, the mattress didn't get "picked up from the warehouse in time" and "system errors".My husband and I both work. We both took the day because we were told this was our delivery day. We were willing to be tied to our home for this day. We cannot work via zoom or via any other virtual platform. We re-arranged everything! This has not only affected us but ithas affected other people too. We have lost significant money and the three people we spoke with at Sleep Country blamed it on the "system".Their system clearly does not work. Not only were we told that our mattress was coming today but we were also NOT TOLD that it wouldn't be arriving. We only found this out accidentally when my husband reached out to the 800 number to confirm our delivery time.To add insult to injury, we were ONLY offered $100.00 for their error and for our trouble today. Then, after we were told that a service representative would "escalate" this and then get back to us, we were forced to reach out via the 800 number again after not hearing from anyone for 3 days. At that time, we were offered a $200 store gift card. We do NOT want a gift card. We want money in the form of a refund. What a slap in the face!!The service we received from such a huge company is appalling. The $200.00 gift card should be more like a $500.00 refund and someone should have rented a Budget truck and delivered our mattress today like we were told. We are now forced to have it delivered on Friday (April 1st) and the manager had the audacity to say, "We won't charge you the $50.00 fee". Are you absolutely kidding!?We are now putting our bed and home back together until that time and I can guarantee you, we will never be customers with Sleep Country again.Update: It is now 7 days later and we are STILL waiting for a refund to be credited back to our VISA. We are STILL dealing with people in Customer Service. We would like this credit please so we can close this book and never open it again! There are too many disappointed people and bad reviews. The Better Business Bureau rates your company 1.29 out of 5. Horrible!! We will let everyone know about your lack of commitment to customer satisfaction. We expect a refund credited back to our VISA.
