Sleep Country Canada Reviews 

I purchased a twin xl Bloom Essential Adjustable base on August 7, 2024 from a Sleep Country store at 1802 Marine Drive in West Vancouver BC. I began attempting to report a defect in the frame several days ago. A defective metal plug is welded into the foot of the frame, metal grommet on top and plug underneath where the mattress retaining bar attaches. The plug and grommet have sharp edges. I called the salesperson, Len Hazleton, at the store to ask about the warranty. He told me to call customer service in eastern Canada. I called and when I asked for information about the warranty the agent told me I was arguing with her and hung up. I called back and spoke to another agent who didn't know the answer but he did call me back with information on the manufacturer, Nisco. I called Nisco and was told someone would call me the next day. I went into the store where I purchased the base and spoke with a sales person, Nick. I showed him the problem I was having in photos and on the same floor model of the base. I received an email from Nisco asking for photos etc. I emailed the receipt, serial number, photos of the defect. Today Anders from Nisco said he would send me the replacement parts. I explained I can't work with welded parts. He said the parts are plastic and I could simply push the plug up through the grommet. Not possible I said since the pieces are metal and welded to the frame.
I have emailed the same information to customer service at support at Sleep Country Canada.
Unbelievable that a customer has to "jump through hoops" to receive warranty service and told how to fix the problem.

Poor customer service, deceptive and shady business practices, over priced matresses! They also do not have genuine reviews on their website! You can not post a review yourself, they ask
You to email customer service and they pick and choose the reviews they want to post on their website! Brick, leon, mom and pop shops are all way better and honest and fairly priced. Stay away from sleep country they will not back you up when needed!

I ordered online with the help of a sleep expert Tanya. I bought a new bed, mattress and accessories. She obviously knows her stuff! The mattress addresses all my needs i.e. sore joints, I throw off a lot of heat, and never sleep more than 3/4 hrs at a time. My first night with the new mattress and I slept 8 hrs. and woke up feeling wonderful. I was wary of ordering online but it worked out well for me. Thanks Tanya.

If I could give Sleep Country Canada zero stars, I would. I purchased two mattresses from them, expecting quality products backed by their so-called warranty. Unfortunately, their customer service is nothing short of a disaster.

Both mattresses developed issues far sooner than expected, and when I reached out for help, Sleep Country did everything possible to avoid honouring the warranty. They gave me the runaround, made me jump through endless hoops, and ultimately refused to take responsibility for defective products. Their so-called “warranty” is nothing but a scam—designed to make customers feel secure at the time of purchase but completely useless when problems arise.

To make matters worse, their staff were dismissive and unhelpful throughout the process. Instead of standing by their products and ensuring customer satisfaction, they seemed more interested in avoiding accountability and upselling me on another expensive mattress rather than fixing the ones I already paid for.

Sleep Country Canada does NOT care about their customers once they have your money. If you’re considering buying from them, do yourself a favour and shop elsewhere. There are plenty of other companies with better products, fair warranties, and customer service that actually values its customers.

Save your money and your sanity—stay far away from Sleep Country Canada!

I have bought a number of mattresses over the years in search of finding the right one that would have me sleeping on a cloud. All of these were bought from Sleep country. I happened to go into the local store to see what’s new and thats where i was introduced to Kluft. The salesmen gave me the sales pitch as it is almost $11,000 .00 and as we all know when you lie on most mattresses they all feel good in the short test but over time the true story is told. After the first month i found it not bad but not worth the money I paid so i went back to the store and explained what was going on and the sales people told me that because i have an adjustable frame i need to try the mattress in different positions to break it in. I did this and still no improvement so back to the store. Now keep in mind I travel a lot and always at home and they new this and i went in this time to look at another top end mattress like Tempura and again the salesmen talked me into doing some other positions so i did and again nothing but this time when i went back they time to exchange it had gone by so it was all for not. I guess i figured something could be done since i had bought a number of mattresses over the years but i was wrong .
I no longer sleep on the mattress because it physically impossible in fact its the worse as well as the most expensive mattress i have ever slept on.
So a word of caution do all your homework and read reviews from US and Canada along with negotiating a longer trail time especially if your like me and travel away from home a lot.

First of all ,initially I thought the salesmen were straightforward with me and I thanked them and then the problems arose when I decided to cancel my orders .Two different mattresses , one set ,then I checked for refund .
Salesperson split my bill into two parts , cancelled and/or refunded another ? which was so difficult to try and decipher their so called accounting , after I cancelled orders.
I had to reach my lawyer before I finally received proper follow up.
I addressed my email to CEO of sleep country but not a word from head office.

At last a customer service lady helped me after a good while of trying to get a straight answer to my queries regarding confusing billing and refund. (s)
I do appreciate her assistance.

It was a strange and stressful refund process which is lengthy for an item I never received.

For these reasons I would not consider buying from Sleep Country .

Crappy mattress, misrepresented. WIthin less than a year it has developed a deep deprression over night. No warranty provided as it doesnt meet the requirement. Avoid... I suspect the products are probably ok, but the service and warranty backing is horrible. Avoid!

Spent a thousand dollars on a Kingsdown bed. After 2 years it developed a 4 inch sag. The pillow top has collapsed and springs have either broken or folded over. The bed is useless. I contacted the store and was told to reach out to thier warranty claims dept. This dept WILL NOT TALK TO YOU. you'll be directed to an online form where they ask you to take pictures. Once you do they will continually ask for different pictures. It is a compete run around. I sincerely hope people will read this and it will help others . Sleep country want to sell over priced beds at a premium. Mine was useless after a couple years and the 10 year warranty us nothing more than false advertisement. Spend your money wisely.

buyer beware - sleep country is actually scam country, you purchase a new bed, and they deliver a used bed with body impressions already on there but customer service states that it is a new bed. Even when you pay the $50.00 to have their technician come out to take pictures of the bed because no matter how many pictures you send in, according to their customer service, service managers that review the claim and pictures there is nothing wrong with the bed.

I made a complaint with the BBB let's see what they can do with sleep country selling a used bed as a new bed especially when their technician took pictures.

Outcome: Sleep Country Contacted me and stated that customer service made an error, and they should of opened a damage exchange claim and not a warranty claim since i called the same day the bed was delivered. You have 7 days to call into customer service for a damage exchange, the problem was customer service opened a warranty claim.

Sometimes there is miscommunication and unfortunately the steps to get things resolved are more than just a few calls to customer service since they only read what is on the computer screen.

The computer screen stated that it was a new bed when in fact it was a used bed. Sleep country does sell used beds however they are to have an orange sticker on them and this one did not.

It was marked as a new bed and that's what the computer screen stated. I tried to explain that i had the product in my home and the body impressions were visible, but no one was listening.

Unfortunately, when the first person makes an error, it takes longer to resolve.

will keep you updated on the next steps

Just another Ripped off customer, my fault for buying an overpriced bed from them. the amount you spend and are led to believe your buying a quality mattress at an overinflated price and being called a liar when you go to claim warranty for a faulty mattress, Honestly is there no one in that company with integrity. my Fiance got tired of waking up with sore backs with me and now sleeps on the couch. Thanks Sleep Country for nothing but a split relationship due to a mattress thats not even 3years old.

I would rate 0 stars if I could. I feel like I have been fooled. They emphasized about a10 year replacement warranty during my purchase not only to decline my claim, but to tell me that the warranty is now void due to improper support of the mattress. This is after getting me to send all types of pictures of the mattress and frame until they find an excuse to decline. Instead of owning their issues and taking accountability, they look for ways to decline. I purchased a $1500 mattress about 5 years ago with a 10 yr warranty. There is a body impression sag on both sides of the mattress (left and right) and they are now saying that my high end bed frame caused my warranty to be void. They then have the nerve to offer sales support for a new mattress. Absolutely appaling and a waste of my time, and unfortunately a waste of $1500. You have been advised, be cautious and buy from a mattress company that has some integrity.

We recently purchased a split bed base and mattresses from Sleep Country and are very pleased with the whole experience. Our salesman Curtis (West Kelowna) was knowledgeable, friendly and very customer focused. He ensured all our needs were met and at the best price possible. We’ve only slept on our new bed a few times but so far so good. I would highly recommend both Curtis and Sleep Country.

I bought a mattress just 3 years ago and get 10 years warranty. I complained that that mattress now was deepened give them all the necessary information and pictures but in the end they void my warranty.

This has to be the worst place to ever purchase a bed , I purchased it they said I have up to 30 days to replace or exchange it ,

When I said I would like a refund they wouldn't honor it they pretty much told me to pound sand ... If you are going to purchase a bed definitely go somewhere else , these people are the worst kind of people...

Terrible customer service. Had to swap my matress for another one. It was 2000 dollars less than my original and they are refusing to refund the difference or offer a store credit. Buy your matress anywhere but here.

I was ready to review this no stars. The mattress was fine, but I ended up ordering the wrong thing (a bloombox instead of a box spring...sigh, completely my fault.) I thought it would be a quick fix, I'm sure others have made similar mistakes...apparently not?

It was December so figured I'd email, get a reply, and sort it out as not to enter a flooded phone line. My lesson? ABSOLUTELY DO NOT EMAIL. Whoever coded the backend of their Zendesk? A mess. Wrote their macros? (the auto-replies agents will use to answer quick questions) - AWFUL. One sentence answers that were blatantly wrong at times.

My ticket was clearly closed at one point without solving my issue. When I followed up after more than I week? New agent. Didn't check older messages. I was trying to get this resolved for a month, it took eight days to answer my first email, and then I was being told they wouldn't take the return and if I wanted an exchange would need to drive in - then told that it wouldn't be accepted.

I felt like tearing my hair out. I put the dang thing on marketplace. In a final hail Mary, holidays now done, I called in.

There was no wait, I got immediate support from a patient and professional representative who answered all my questions. They were the only reason I'll consider buying here again. I got what I expected for the price I paid, nothing more nothing less, but for your own sanity clearly you need to just call in. They're not training people on emails, whoever manages that portion of things is not doing well by their staff because they're clearly overloaded. With a recognized name like Sleep Country, pay your staff and hire enough people on - star taken off for the company, your staff is the only reason there are stars at all.

Visited the Sleep Country location at 12077-72nd Avenue to purchase a mattress for my son who is moving. I want to applaud Vera, she is an excellent representative, Sleep Country should consider themselves very lucky to have an employee like her! She knew all the stock and suggested the right thing just for us.
There were also challenges with delivery as I needed specific dates plus it was over on the island. Once again she was right on it and helped me seal this date for delivery. Can’t say enough about her customer service, she is a real gem!

Bought a Dormeo split king mattress a Couple years ago. Thought it would soften up over time, but not so. Worst purchase I’ve ever made. Definitely Not good if you have chronic joint pain.

I bought a Casper pillow from the store based on the salesman’s push that it provided 12+ hours of cooling. Then we went back and said it was only 4 mins he changed his tune that no it adjusts to your body. I asked how is that cooling and he said that is regulating even though before he said cooling. To top it off Casper offers a 30 day trial and full refund if we bought from them but Sleep Country will not honour it. Deceptive selling and no support after. If that is what you want go there.

I ordered an expensive new pillow online several days ago and the site said to expect delivery 3 days later on December 20th. It did not arrive and today I called customer service, and after a 30 minute wait I spoke briefly with a confused agent who finally told me it would be two more weeks. I asked him if he was sure he had the right order and he hung up on me. So I tried the live chat on the website and after two agents passed me over to a third, they said it would be 3 to 5 business days. I asked from when? Should have been delivered yesterday. I know we are in a world of poor customer service, but this is unacceptable. If you can't give an accurate time estimate, just say it! Done with companies like sleep country.