Sleep Country Canada

Furniture
140 Wendell Ave Toronto ON M9N 3R2
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Sleep Country Canada
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60%

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Reviews by rating (past 12 months)

Reviews for Sleep Country Canada

Average customer rating:
5.5 10 (329 reviews)

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mike from Whitby
mike from Whitby
1 review Ajax, ON
0/10

Very poor customer service after sale

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.

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Anne
Anne
1 review Toronto, ON
0/10

SleepCountry Mattress delived is used!

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?

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Company Response

Hi Anne,

We are sorry to hear that you are experiencing issues with your purchase. Our records indicate that an exchange was setup today and scheduled for delivery on February 4th. Please let us know if you have any issues with the new mattress.

Ray
1-888-753-3788
Ext 52109

Audrey in Surrey
Audrey in Surrey
0 reviews Surrey, BC
8/10

Initially nervous but very satisfied

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.

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MJE in Etobicoke
MJE in Etobicoke
10 reviews Toronto, ON
10/10

mattress purchase

Attended to check out mattresses and learn more about the different kinds. Was assisted but not pressured by Jay(?) who was very helpful. He provided unbiased information and was not directed to the more expensive mattresses. He asked about sleep habits to better understand the type of mattress needed. Surprisingly, I did end up purchasing that day and was given the previous sale price saving over $200. The delivery was awesome and as scheduled. They called 3 days prior to confirm and the day of to confirm. They took the old bed for $15 which was a huge help. I would definitely recommend Sleep Country (North Etobicoke).

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Private User
Private User
Private User reviews Toronto, ON
0/10

Poor customer service

I bought 2 mattresses amounting total 4500CAD. When i complained for warranty as there is extreme sagging in one of the mattresses. They are reluctant to inspect and cover it. Recommend not to buy anytime from sleep country. Poor and rude customer service

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Company Response

Hello, we are not sure why our department would be reluctant to set up an inspection, unless there is some sort of issue with the location. We can definitely look into your request and see what is possible. Please call us at 1-888-736-7647 ext: 22290 or 32292 Thank you

Joanna M. from Toronto
Joanna M. from Toronto
3 reviews Toronto, ON
0/10

Buyer Beware

We purchased a box spring and mattress, on sale, as displayed on the floor, at Sleep Country in Leaside. What we received was an inferior quality base/box spring that had rips and tears all along the bottom and side and no tags. The mattress was not the one they had on display (I had taken a photo of it before we paid) and both products clearly look "used" or at least had been returned by someone else. Four calls to customer service, after forwarding photos of the condition of the items, have proven futile. Each person has given me the run around. None of them knew if my email was received because emails are received "elsewhere" and they couldn't help me without my email. Each time they suggest that I call them back. One person even said that I should sleep on the mattress...... rendering it even more used. So BUYER BEWARE with this company. Do not think that because you buy a certain product displayed in the showroom, that you will actually receive that product. Do not trust that you will receive a new item. Do not think that you will have any sort of rapid recourse when you have a problem with their products.

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Company Response

Hello Joanna, we are sorry for this experience. We appreciate your feedback and we would like to look into this with you. If you can please call us at 1-888-736-7647 ext: 22290 Michelle or ext: 33292 Vasilis. Thank you

NotHappy in North York
NotHappy in North York
1 review Toronto, ON
0/10

Deceitful, price matching and 100 day guarantee a farce

We are extremely dissatisfied with nearly everything we experienced at Sleep country. We had ordered a king tempurpedic adjustable mattress and bed from a competitor and were looking at sleep country for pillows when sales person asked to let them price match. We did and received and inferior product, which you can’t attach a headboard to and a mattress we can’t sleep on. After countless verbal discussions, I asked for something in an email because I was told head office would recommend a no cost replacement to the store, the store did not honour this, then after a difficult discussion with the store manager where she kept telling me to read the clearly marked blue information and not at all interested in what the sales associate or head office had told me, I asked for the replacement details in an email from store and none came. I called head office again, and was again talked over, told to look at their policy, and now told that it clearly indicates I received a discontinued mattress which is not indicated on my bill. They are offering a replacement but the price will be substantially more than the “price match” since I was given a discontinued mattress and inferior base but no where on our bill does it indicate this nor was I told this. In reality, we will end up paying too much for a product that we had already purchased at a competitor but were told we would get the Sleep Country version of the same products at a reduction in price. We have never dealt with such deception and will never deal with them again.

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Company Response

Hello Not Happy in North York, we are very sorry to hear that your experience was not a positive one and would like to discuss further to find a resolution and how we can make this right, at your earliest convenient please contact me at 1-888-753-3788 ext: 52141, my office hours are Monday to Friday 9 am to 5 pm PST, I look forward to speaking with you. Carol

Liz in Toronto
Liz in Toronto
1 review Kitchener, ON
0/10

What a nighmare

We have bought lots of beds from here and this time not a good experience at all. Bought the bed in Nov 18, by Jan 2019 the one side is sagging. We also bought a bed frame and 1 week and half we fell threw it to the floor. We are not big people. Sent that back and got our money back. So we had to take pictures of everything which we did. So we then sent all what they wanted only to be told say no. I sent more pictures, called and they were going to send over someone to inspect it. Then we got a call after waiting for 2 weeks, yes now they are going to send us a new one. So a date was set, no one showed up, called again, oh that mattress isn't in stock. Another date and they didn't show up, I called again oh lets book another date. Now another date no one showed up, I had to call them to set another date. I told them if this date doesn't go threw I want my full refund. So I will never buy from them again.

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Company Response

Hello Liz, we are very sorry for this late response but we want to make sure your situation was looked after. If it is not please call me directly at 1-888-736-7647 ext: 33292 Vasilis

Private User
Private User
Private User reviews Brantford, ON
0/10

Matress

I bought a bed few days ago it was very disappointing I just slept on it for 2 nights and I got some bites and the bed have some stain on it the government should do something about it this company sucks

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Natasha@home
N. A.
23 reviews Pickering, ON
7/10

Not Stellar

I bought my current mattress at Sleep Country. I bought the mattress it replaced at Sleep Country as well. The first experience was much more helpful with sleep experts guiding us through a number of 'tests' of what mattress was best for us. But we were also fools and didn't shop around and paid too much for that mattress, two high-end pillows and pillow covers. This time, I was happy-ish with the price, but feel that mattress shopping is dreary business as there are tiny changes in sku/name from one retailer to another so its hard to compare prices to get them to price-match. We got good - but not stellar - service. Our bed has wood slats instead of using box springs, so we only buy the mattress - the price is reflective of that.

I was very happy with their delivery. Fast, timely, easy, efficient. I won't allow un-bootied shoes on my upstairs carpets. I pre-paid for them to take and reuse the mattress (still in very good shape!) for those who need it. I was impressed that the delivery people were so courteous and remarked how clean our old mattress was - and took the time and effort to wrap it in the plastic from the new delivery before taking it to the truck. Best delivery I've had in ages!

A tip - We received a discount coupon from Sleep Country when we bought the bed. Use that for a follow up visit to get your pillows or a good mattress cover. Wish I'd known -I bought it all in one go

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