I tested the beds at the location in Toronto near High Park. We were both put off by the sales lady (who kept calling my partner and I "kids" - we're in our 30's) but we liked one of the platforms well enough to order it.
Let's just say that all the negative reviews about their delivery are spot on. We were told delivery would take place one day, but received a call 4 days sooner (when no one was home) that they would be there that day. In the exchange of words that followed the operator was quite hostile towards my partner, telling her that she was wrong and that if we weren't home to take the order it would need to be rescheduled. At some point the operator called back - oops, they had the wrong file, sorry for the confusion... Not impressed. It took a call to CS and escalation of the situation to get an apology out of them.
We got the platform eventually. The delivery guys were great, put it together quickly, and they were off. They're the reason this is a 2 star review and not zero stars.
We had an issue with the height of the platform, and the manufacturer told us they have shorter legs. I reached out to SC via their website (not wanting to deal with their operators again) to say that we didn't know that there were options for the legs, and that we wanted the shorter ones because we're pretty sure that's what we saw in the store... and given that we didn't know there was an option, we shouldn't have to pay the $100 that was being asked for the short legs - that should be an exchange. This happened in May.
It wasn't until tonight, August, after multiple website requests and a bunch of twitter messages (where they asked for my contact information twice) that I finally got them on the phone (not after they left a VM promising to call back and then... didn't). They said, oh, you have to buy those from the manufacturer, we don't sell the shorter legs.
I'm done with you Sleep Country. You're inept at Customer Service and there are so many other great companies out there that I'll be putting my support elsewhere. The irony is that we need a second platform and really like the product - suffice to say we'll find someone else that sells it.
- Approximate cost of services:
- $700.00