Sleep Country Canada — Hotel in Niagara Falls

After reporting a recent warranty claim, I am so very disappointed with the bad information received from the sales staff and general lack of customer care from the phone agents, especially the manager that I was told was going to call me and never did. After our recent experience, I will likely never buy another bed nor recommend them again.

Over the last 20 years we have purchased 5 beds at Sleep Country. Our last purchase was a king size Tempur-Pedic. At this time, we thoroughly discussed the warranty of the bed and the mattress protector and were advised that we would have coverage for both.

While recovering from surgery, we recently had a ‘spill’ on our bed. It went through the sheets, through the mattress protector, through the next cover and onto the bed. We went in to Sleep Country for assistance and were provided a phone number to call (Sleep Country). The agent was pleasant, provided us a phone number for another company (Keeco, formerly Hollander) and advised to call her back with the result of the next call and she would help.

Calling Keeco was frustrating. After numerous calls and voice messages left, I was just barely able to make it in time to make the claim as I was told there was a 5-day limit. The agent then advised that since the mattress protector and the mattress were on separate receipts, there is no warranty for the bed – but that is not what the sales guy at Sleep Country said when we bought everything.

When I called back the Sleep Country agent, (a new agent) did not transfer me back to my original agent when requested. She did however advise that my bed warranty would now be void. She advised and assured a manager would call me to discuss the issue – they never did.

Now, we are left with a mattress protector that does not work and an expensive mattress that is damaged with no warranty and seemingly nothing I can...

ZERO STARS !!!!

We purchased a very high end Tempur-pedic Mattress and Tempur-pedic Adjustable bed frame after many months of researching what best suited our needs and ordered it and the Adjustable Frame.

We immediately assessed upon delivery that the wrong mattress model had been delivered. We immediately reported it to the store who directed us to the Customer Service Phone line. After numerous, calls back and forth, and emails, there was no resolution. We called the store and sales person again. We were told it could be replaced using up our one time 100 Day Warranty Replacement!! The sales person in fact encouraged us to not return it immediately, and try to ‘break it in’!!

Long story short, a few weeks later, we decided we had no choice but to send it back for replacement. The new replacement was scheduled. We received a filthy, dirty and damaged mattress that was stained and lopsided. What a Horrible experience!

We went to the store in person, and asked for a full refund. The store sales staff said it could not be done at that level. We requested that Management be contacted. The sales person we spoke with agreed. While waiting, another sales person, kept repeating that they could not take care of us and became aggressive with provocation. Original sales person kept working and eventually said he had refund approval. We did not receive the refund. (The Adjustable Bed Frame was not returnable so we were obligated to keep it for a price tag of $1400.00) A few days later when the pickup was arranged, the refund solely for mattress was activated.

I have photos of both mattresses that I will supply to Sleep Country Management.

When a product is delivered in error, that is no reason for a Warranty to be invoked. I will never deal with this company again. I would not...

Terrible experience in sleep country in Niagara Falls. I went to this store to look for a Hong Kong king size mattress. Follow the advice of the sales person , I ordered and paid in full for a Hong Kong king size mattress.Once it was delivered to my home , I found it was not the one I ordered .This was a cheaper one. I went to tell them on the same day. They told me some one will call me and tell me how to deal with it. After 5 days,no one called me and I went back again to the store. The sales person check out on computer for long time and told me that they don’t have Hong Kong king size mattress for the kind I ordered. He said the customer service will call me but he doesn’t know how long time. I wanted to return the wrong mattress and asked for full refund even though they will never have the mattress I ordered .But the sales person told me I was not allowed to return mattress. Then I asked for a refund of the difference as they delivered me a lower priced mattress, I was refused as well.He said he will only offer me a free mattress top.But It doesn’t fit my bed and I didn’t like it. I was astonished by their behavior. They gave me a mattress that was not I ordered and I was not allowed to return and get my money back! Does that means if a customer bought a mattress in their store, they can give customer any one of the mattress they want in their store and customer can’t return it and...