Sleep Country Canada
Reviews and Complaints

I purchased a Full size Optima mattress and boxspring in March 2016. It was okay for the first month or so--then it began to sag. I turned the mattress and tried the other side--same thing. I thought maybe I was just being picky--my daughter came to visit and she slept on it one night and asked me why I had such a dreadful mattress!

I contacted Sleep Country and was given a link to a website which advised me to take (in my opinion) some very complicated photos (broomsticks, rulers and having space to lay the mattress on the floor--not possible in my tiny place)! I called back and told them I couldn't provide these photos and asked if they could send an inspector. They told me someone from an 'independent firm' would contact me within 10-12 days. (5 days and counting). They also reminded me that if there was a 'mark or a stain' on the mattress, that would likely void the warranty!

I realize that it was 'my bad' for not reading the warranty--I was seduced by the '10 year' title. Who doesn't have some kind of stain on their mattress with normal, everyday use? (In my case, one of my elderly dogs was sick and it soaked through the comforter and sheets onto the mattress). When I asked how this could void the warranty, it was explained to me that 'the stain', might have caused the foam to shift or disintegrate. REALLY?

And now I read on the website that they resell previously returned mattresses?

I am so disappointed with this company. The Customer Service rep I spoke to said that it wasn't a Sleep Country warranty, it was the mattress manufacturer's warranty. I think that a huge company like Sleep Country should have the power to negotiate more realistic, meaning warranties with the companies they buy from.

I have already made plans for a new bed (NOT) from Sleep Country, and if I ever get any satisfaction I will donate the new bed to a shelter.

Read the warranty folks. Don't be duped as I was.

Worst mattresses ever...bar none. We are on our 3rd mattress with these guys and it is complete crap. Each mattress sagged horribly. How can a purported sleep expertise company who espouse the notion of their customers getting a goo nights sleep is what motivates them get it so wrong. Three beds that all felt great in the showroom and after a week each began to demonstrate the same problem. Total garbage. I actually developed frozen shoulders due to the the hole that was being created in these mattresses. Terribly painful and it was the mattresses.

I will say the sales person tried to get it right but it seems that their products do not match up to places like Sears. Our 25 year old Beauty Rest is still better than any of these (3) mattresses.

Now we face the decision of whether or not to go and buy a new mattress from Sears. Hate to toss more money out the door but sleep does matter.

I will never ever buy from Sleep Country again and will steer people clear of this outfit as best I can.

We purchased two twin TempurPedic Contour at the same time, from the same store and they have been side by side on the same bed, in the same bedroom for the last 4 years. Last week, we discovered that one of the mattress has mold growing underneath the mattress. After much research online, we discovered that it is a regular occurrence for people who place their mattress on a hard surface (which is not considered inappropriate according to the manufacturer). The consensus among reviewer and industry people is that the way the mattress is manufactured, it lacks the appropriate venting to ensure it does not happen no matter what type of set up and/or bedding you put on it. So we called the customer service about the warranty. They denied it was a manufacturing issue and it had to be the moisture in the room. We said it was impossible because the same TWO mattresses had been side by side under the same conditions since day one. The customer service representative basically said, that we were out of luck and that it was not covered under the warranty. This is complete BS. I want a replacement mattress or my money back.

Approximately five years ago, my mother bought a bed and mattress from Sleep Country, approximate cost $3, 000.00 + (it is the type of bed that can be raised and lowered). We had asked at the time of purchase if we could have the mattress treated to help prevent stains, apparently this is a service that Sleep Country does not offer and has not for some time. I am almost certain she paid for the treatment (I am trying to find the original invoice, the company is not able to provide me with a copy), the mattress came unglued within a year and needed to be replaced. The replacement was a different type of mattress, more memory foam, less comfort, as the original one was no longer available. We told them she did not like the replacement but we were told "it was an upgrade and she had to keep it". However, when we contacted them this time about the mattress, the warranty department said they had replaced that mattress with a new one. If they did the mattress went to someone else because my mother never received it. The current mattress (the replacement) has come apart, the entire side of the bed has come unstitched, large staples keep falling of the floor and she steps on them when she gets in/out of bed. We followed the instructions of the warranty department, took several pictures and submitted them on-line so they did not have to come out and look at it, this process is suppose to be quicker than them coming out to check . After a couple of weeks of back and forth emails, we were told that they would definitely be replacing the mattress. We took my mom, who is 91 years old to two different stores, the first one the salesman went straight to upgraded mattress that would cost her approximately $500.00 more that the warranty covered. When we went to the store on Upper Wentworth in Hamilton, the salesman was great, showed her which ones she could choose from, helped to arrange the delivery as quickly as he could since she was not sleeping well on her defective mattress. The delivery was scheduled for a Sunday morning sometime between 9 am and noon. We were told we would receive a call prior to the delivery which we did not. The driver showed up at around 9 am. Went to her room (she lives in a retirement home in Ancaster) looked at the mattress, told her he was not replacing it because she had caused the damage herself and there was a small stain on it. I can't image accusing anyone especially a 91 year old women of damaging a mattress by undoing the stitching herself and pulling out the staples. Picture this - 91 years old, under five foot tall, hooked up to an oxygen tank to breath, getting ready to go to church, excited about finally getting a mattress she can sleep on and having some stranger come to her home and basically tell her she lied, caused the damage herself, and that there is no way she is getting a new mattress. I have since tried to contact both the warranty department, which didn't have any details at that time but did provide me with the phone number for the delivery department [protected]) but it's been two weeks and they have not yet returned my call. We are heading out tomorrow to buy a new mattress, NOT from Sleep Country so she can at least get a good night sleep. I don't know Christine Magee, you put yourself out there in your commercials but when it comes down to it, how good are your warranty promises. When I mentioned that I was going to contact you I actually had someone say, Christine Magee isn't a real person, just someone who does the commercials. Prove them wrong Christine. I would be more than happy to put a positive comment on there as well is there is one. If you are interested in contacting me regarding this matter I will give you the validation # I was provided for the warranty #[protected]

We purchased a box spring at sleep country Canada just shy of 1 year ago. we recently submitted a claim du to the wood structure let go and then the box spring fell apart, literally "bent out of shape". We recently submitted our claim to Sleep Country AKA Dormez Vous. We were to the failure wasn't warrantable du to abuse. The manufacture estimated the bent rods shows signs of "abuse"! The wood framing holds up the rods, so when the wood frame let go, the rods bent "common sense", if the wood frame lets go, what do they think will occur after to the metal rods?

Hello everyone. First, I want to introduce about my self.
I come from Korea 2 month before and I don't know well about English and I may don't write well.
Please understand me. In fact, I am writing in here because I hope to know about Canada.
First, I will talk about the differences between Korean and Canada.
Korean delivery system is usually very fast than another countries. So I also understand each countries.
But Today, I was so upset and I will talk about this.
On August 23 saturday, I went to sleep country. Actually, I planned to buy second-hand bed.
But I couldn't buy this because, many cases couldn't be possible the delivery system. I also didn't have a car because I am a poor foreign student.(Sleep country salesman said that this company has free delivery system So I decided to buy in this place)
So I went to sleep country and I said that I will buy double size bed. Interestingly, when I am buying products, I always must include tax. This is also different than Korea. But I understand this because I respect Canadian culture.
Anyway I bought a bed on August 23 saturday. I said that, can you delivery this bed today? Sleep country said, It's impossible.

So I selected delivery time at . agust 30 saturday. Sleep country said that I can't delivery this today. Actually, I couln't understood well 100% because, when I am listening by phone, I am more hard to understand English and my listening ability is also poor. They just said that I will call you sunday and we should select delivery time again.
I was very sad because I could't receive the bed. I really wanted to receive at august 30.
Sadly, Today I went to Sleep country and I wanted to reschedule. They said that you should pay 56 dollars more because,
You didn't keep the promise!. Actually, I was so angry this time. I said that I always stayed in the apartment for 24hours. Actually, Sleepcountry breaked this promise first. So salesman said that Yes, you don't have extra delivery fee.
I don't need to pay extra fee. But even now, I am so upset.

Anyway, my situation is this situation.
First, I want to know about this meanings

1.DEL CONFIRM INCOMPLETE LFT MSG
Brand: MISC DLM
D 1 $0.00 $0.00

2.CONFIRMED DELIVERY
Brand: SLE CFD
D 1 $0.00 $0.00

3.APARTMENT, CALL TO BUZZREDEL
REMOVED, NOT CUST FAULT

What is the meaning of Buzzredel, Cust, lft, msg, and del?

I want to know about this word.
Also is sleep country expensive than other bed companies?
Please give me some advice when I am buying a bed and I will also want to buy a table after 1 week
which place is cheap? I am living near the Renfrew station Vancouver.

We complained about Sears mattresses before but Sleep Country Canada has them beat hands down! Definitely the worst mattress store around!
We purchased an expensive mattress from Sleep Country Canada and soon it started to sag where we slept, we waited awhile hoping it would get better but it got worst. We told Sleep Country about it and they said unless it was sagging at least 1.5 inches there is nothing the manufacturer will do about it.
The concerns we have is that neither the company, the store or the sales man told us that this mattress was going to sag before we purchased it or we would never have purchase it from them! Now they tell us we would have seen it IN THE MANUAL AFTER WE PURCHASED THE MATTRESS! We told them we had sagging problems with Sears mattresses and they LIED TO US AT SLEEP COUNTRY and said their mattresses don't sag!
We did not buy this piece of c*** off of the manufacturer as we bought it off of Sleep Country and that is who should be looking after us and they are not!
We are now being forced to sue them for our money back and we just want everyone else to know what you are in for if you purchase a mattress from Sleep Country Canada!

Today I got a finally conclusion from sleep country and been told that option was not negotiable, take it or get nothing!
About four weeks ago, I purchased three mattresses and three covers from sleep country, they delivered me two wrong mattresses, actually cheaper one. I didn't noticed that when they came, because my baby was crying and they didn't let me to check the products at all. Two days later, I went back to the store because I found my back pain, they told me they made mistake to deliver me two wrong mattress, after two weeks waiting, they came to exchange but they only exchanged one, they said the other one has stain, I told them that I only slept two nights, and I have cover on it, plus there is no package when the driver bring the mattress into my suit, how did you know that stain is from us? I went to the sale person, they asked me to go customer service, customer service let me wait for another week, and said they can't take the mattress back because that mattress been sitting my house over three weeks, and they just give me two options, one is give me &80 credit, the other one is I have to pay almost same money to buy a new one! Look at how sleep country treat their customer! I was so mad about their attitude! They just wasted all my time, energy and mood! They never try to help you at all! They keep trying to give you hard time, and they don't care if you or your friend will go back to their store! I hope someone can teach me to how fight with them to get what I deserved back!

I phoned sleep country to tell them I that the seam had come undone on my mattress which had caused a large opening in the fabric and my mattress was exposed. I asked them if they could repair it. They told me that they would replace the mattress and I should start a warranty claim. I won't waste your time with the steps this entails, trust me it was arduous and most of it unnecessary (required a broom, measuring tape and photos) of the entire mattress. I had indicated that there were a few marks and stains on the mattress. They told me to have it cleaned. I did. It was cleaned and disinfected. The cleaning (admittedly was not a great job) caused water marks all over the surface of the mattress. It was disinfected but now had marks. I spoke with customer service and they approved my warranty. They told me to go to a store to complete the order. I did. They set a date and told me they would call in the morning with a 3 hour window, meaning that i had to arrange to be home all day. They arrived, looked at the mattress and wouldn't take it because it had water markings on it. They have now, after an hour on the phone with them, voided my warranty. Hours and hours and i still have a big rip in my very expensive mattress.

Don't ever buy from Sleep Country. They find any excuse to not have to replace the mattress if it sags or becomes so uncomfortable that an Advil is required to sleep on it. We have purchase 4 beds from them and the first 3 were fine, two were for my sons. This mattress was replaced once and it was replaced after only 1 year and the replacement only lasted 1 1/2 years before it sagged 1.5 inches and almost 2 on the other side. There excuse is that the manufacturer warranty is void because of stains. There are 2 sweat stains where the head is, it is not as if there are blood, urine, etc. on this mattress. How the heck can sweat stains void a warranty. I had to call them back to find out their excuse they did not even have the courtesy to call me. The stains break down the foam of the bed so they say. How on earth does something at the head of a bed cause the middle to sag. Excuses, excuses. I asked that a supervisor for the inspector who came out come to see the bed, oh no, the supervisor is in B.C. so that is another excuse as to why you can't get someone else to check the bed, they don't even leave in Alberta. Don't ever buy from them or a Serta, both are worhtless.

Went to SleepCountry Markham -Hwy7- to buy a queen mattress and some pillows. The SA Zaver Moti told us we had to buy the heavy duty bed frame, we said we had one already. He said in order for the mattess warranty to be honored we need to buy their bed frame because they know about mattresses and they have the best. Okey we went ahead. They delivered, the guys opened the box for the bed steel frame and did not fit inside our bed wood frame. We came back to the store saying the frame they made us buy did not fit. They said too bad cause once the package is opened there are no returns. If it is a pillow or a mattress I understand is personal use, but a bed frame that Zaver pushed us to buy! So they kept the $160.00, the customer service was very rude (not like the first time we came and went put with mattress, pillows, mattress cover, pillows cover... We said we have always bought our beddding needss with them and they are a huge company that can deal with returns and at least a store credit.. nope. Zaver was even singing a tune when we were talking to him! I felt like just slapping his face. End of the story, we will never ever buy from any Sleeping country.

Let me please start from the beginning...

I was married in April 2010.

My husband and I wanted to purchase a new bed together.

Because I have some health issues, we wanted to get a king-size bed that would be good for both of us. My husband moves around a lot while he's sleeping, whereas I generally lay quite still during my sleep.

One evening (Sept 4, 2010) we walked into the Sleep Country Canada store located in Vernon BC and specifically asked about "the bowling ball bed".

The salesman was quite eager to show us several beds, however he kept taking us back to one bed in particular; Passions Desire.

He was very convincing that this bed would definitely be the right bed for us, especially considering the circumstances we described about our sleep patterns and my health concerns. I trusted that he knew what he was talking about... after all, Sleep Country are the "Sleep Experts"!

He reassured us that not only would we be purchasing the best bed for us, but along with the latex pillows he talked us into buying, we would sleep like babies.

He specifically told me that the pillow and this bed would actually help my neck, back and shoulder problems!

It didn't take long to discover that he was WRONG! Very Wrong!

Trying to sleep on that bed made my condition worse to the point where I hadn't been able to get any sleep on our new bed for over a month. I was very discouraged.

We also had not been able to use the expensive pillows he had talked us into buying.

They smelled bad, even after airing them for 3 1/2 weeks and they were too hard and uncomfortable to lay our heads on. They actually gave me a headache.

Upon returning to the store (Oct 17, 2010), we discovered that the salesman had been fired.

We explained all the troubles we were having with the bed we had purchased. The saleslady that we were now dealing with said we had definitely bought the wrong bed. (No kidding!) She apologized and reassured us she would get us into the right bed!

We explained that our main complaint about this first bed was that it was too soft, the indentation was too great and put far too much pressure on my shoulders, causing me a great deal of pain. It felt like I was sleeping in a deep hole and it was very difficult for me to even get up from laying down.

We spent quite a bit of time talking with her. We once again inquired about the "bowling ball bed" or something comparable. We explained our different sleep patterns and I told her about all my health issues, including the fact that I have 2 upcoming surgeries and I really needed a bed that I would not only be able to sleep on, but a bed I could feel comfortable on during my recovery time after surgery.

I also emphasized that I could NOT have a bed that made me feel like I was sleeping in a hole!

How amazing it was for me to discover that this saleslady shared one of the same health issues as me! Wow! She must really understand my desperate need for a good night's sleep on the right bed!

She showed us a few different beds but kept coming back to one in particular; Kingsdown Duet II Daltrey. She went on about how the coil system would be perfect for my sore shoulders because the coils were softer in the shoulder area, but firmer for the support for the rest of my body.

I specifically, and repeatedly told her I could NOT have a bed that made me feel like I was sleeping in a hole! She reassured me that this was the same bed she had at home and she never had any problems with it.

Unfortunately that was exactly what I wanted to hear. In my desperation for sleep, I allowed common sense to slip away! Again I found myself trusting the salesperson to honestly direct us to the right bed for us.

After getting the new bed set up, I was anxious to try it. Night after night, week after week, I was still unable to sleep. Instead of trusting my instinct that this was again not the right bed, I talked myself into thinking that maybe the pain I was feeling was still due to the pain and damage the first bed had brought on. I kept hoping that because "the saleslady" had said it was the right bed, then maybe it would get better!

By late December I'd had enough. My husband and I drove back to Vernon to speak with them about the bed. The other salesperson that was working told us "the saleslady" was unavailable because she was on holidays, but we could come back in a week or so to discuss it with "the saleslady".

Unfortunately my health took a turn for the worse and we were unable to get back to the store again until much later. I don't remember exactly when it was, but once again we were told that "the saleslady" was again unavailable because she was on holidays. Hmm.. this was getting frustrating, and nobody seemed to want to deal with us since we were now "her" customers.

The indentation in the Kingsdown bed was so bad that I had been folding up a blanket to help fill in the hole, just to try to sleep. How ridiculous! By the time March rolled around I had gotten used to sleeping in the guest room on my 6 year old queen size bed from Sears.

I was so frustrated with the Kingsdown Daltrey due to the pain it caused me and the fact I was sleeping in the other room and not with my husband! I couldn't take it anymore! There must be something that can be done, with or without "that saleslady"!

My husband and I once again drove to Vernon on April 14 or 15, 2010 and asked to speak with "the saleslady". Guess what? You've got to be kidding! She's not avaiable again, but if we would come back on the weekend. This was almost unbelieveable!

We said no, we needed this issue dealt with! The saleman gave us "the saleslady's" business card that he had printed the Sleep Country Customer Service telephone # on.

I phoned their Customer Service and left a message for them to call me back as soon as possible. I spoke to someone on April 16, 2010. We would have an inspector come to our home on April 20th. Great!

The inspector came, did his checks, measured things etc... but because I hadn't actually been sleeping on the bed, the indentation wasn't showing as much. He said there was nothing wrong with the bed as far as he could tell. It was within the acceptable guidelines. I told him it wasn't acceptable to have to put a blanket underneath me just to fill in the hole I had been sleeping in.

I tried explaining that the bed was causing my health to deteriorate. He said he's just the inspector and has his guidelines to follow. He rotated the mattress, said not to worry, just sleep on the bed so he could see and measure the indentation when it got real bad again. That's what he needed to see... And besides, there's a 10 year warranty! I immediately told him I would NOT be sleeping on a bed like this for the next ten years, it would make me completely crippled! He had me sign the report and left.

I did try to go back to sleeping on the Kingsdown Daltrey, but once again, it's caused me more pain than I can bear at this point in time. I have seen my specialist and he agrees that I am not doing myself any favours by sleeping on a bed that causes me so much pain and causes my condition to deteriorate.

So, now that I've been dealing with Sleep Country's wonderful customer service for nearly a month without getting anywhere, I am writing this in the hopes that I might be able to save someone else from a similar experience.

I am extremely disappointed in Sleep Country (obviously), and at this point I am totally frustrated with Kingsdown. I'm not saying that there isn't a good Kingsdown mattress out there, but Sleep Country took a lot of money from us (twice) for a bed (x2) that was supposed to be the perfect fit and it's turned into an absolute nightmare!

I feel sad that after spending the kind of money we did, for what was supposed to be a wonderful bed for getting a restful sleep, all we've ended up with is disappointment, pain and a whole lot less money in the bank!

Sleep Experts? I don't think so!

Customer Service? Nope!

Why buy a mattress anywhere else? Because ANYWHERE else would be better than Sleep Country!

I am writing a complaint about this company. My husband & I purchased a queen sized mattress set from their store in stoney creek area of Hamilton, Ontario.

There is supposed to be a 10 year warrantee on our bed set. A year ago we finally got around to phoning and filing a complaint about our mattress set. We bought it in 2003. It is now 2010. We have been living with a defective mattress set for at least 3 years now. We finally tried to look into getting it resolved a year ago. We had someone come out and inspect our mattress set from Sleep country. They deny even being here. We had it inspected, and we then had it cleaned by the company they use. That is Magic Seal I believe. The person who looked at our mattress told us that the frame on the side of the mattress had collapsed and that is why when we sit on it or sleep on it that you almost fall on the floor. This is why we complained in the first place. We were told that when it was cleaned that the cleaning company would notify sleep country and then we could make arrangements for the mattress exchange.

The cleaning company stained out mattress when they were out to only clean a few tiny stain spots on the mattress. I am convinced that they used dirty cleaning solution. As a result when the mattress dried after they had cleaned it there was staining to the entire mattress. I had to call them back, complain and then they had to send out a second company to re-clean the mattress. It made a big improvement but it was not as good as it was before they never even touched it.

They never called us back for any exchange. In our home we have had a crazy year. We have 2 children with special needs so we did not have time to follow through on what was happening until now when I I am presently off on holidays.

The company now denies even being out or having anyone out to look at it. They deny they told us that the side was collapsed or even telling us that after it was cleaned that we could exchange it.

They say they have no record of anyone being here. Yet when I called this morning the person I spoke to on the Phone said it was there on the computer and that she had to look at the notes and she verified that someone had been out here. Then it flipped back to them telling me that I had cancelled them coming out. They denied having someone here.

I did call their head office in Canada last year. They DID send someone out. I do not know if they were from Magicseal or Sleep country. They never did contact sleep country. We were never contacted.

They sent someone out today to look at it again. This person denies that there is anything wrong with it. Which is a bunch of B.S. I even told the guy if he was to flip it over and check the side and sit on it that he would see it is even worse. He refused to do so. He told me that it was not defective. Sleep country is refusing to honor their 10 year warrantee on our bed mattress set.

We cannot even sit on that side without nearly sliding on the floor and the guy tells us there is nothing wrong with it?!?!? What the heck?!?!?! If you sleep on that side you slide. Would you want to sleep on a mattress where you almost slide on the floor.

I am very pissed off. I want something done about this. What a pile of garbage this is! Myself and my husband are not happy with our mattress set, we are not happy customers. We are very angry that they are not honoring their 10 year warranty and that they are telling us there is nothing wrong. What a pile of crap. Our bed is defective. It should not be doing that. We spent $1777.00 minimum on that bed. We did not buy a check bed, but supposedly a good quality bed. I have bought cheaper quality beds from the Brick for goodness sake, not even a specialty bed store like Sleep Country Canada that claims to see superior products. We were not treated nice and as customers they basically screwed us. We are now stuck with a partially broken mattress. They deny every thing and deny it all.

I am so angry. What a corrupt, dishonest company. They don't even honor their warranty and they most certainly give a damn about good customer service! I seriously wonder how many other people have had the same problems with them as we have had. This is insane. I guess there is no such thing as honesty anymore or honoring your warranty's or even the atmosphere of trying to do good business and to take your customers complaints seriously nor do what is right by them when they do have big problems with your product!

If they do not honor their warranty and replace our mattresses they have lost permanent customers in us. We would like to have this situation remedied.

Mr. & Mrs. Brobbel

I am a former employee of Sleep Country USA. I would like people to know that they are one of the worst employers out there. Once you are hired they own your time. Often times employees are required to work eleven hour shifts. Eleven hours is a long day. It is even longer when you are required to work alone from open to close, which constitutes an eleven hour day at Sleep Country. Employees are not allowed to close up shop for an official and well deserved lunch break. Instead they have to stay indoors all day to man the store. At Sleep Country there is no such thing as a lunch break. At the end of each shift the employee is to click on a dialogue box saying the "yes" they did take a break. They are told during training class that this is what they must do. Otherwise the employee will be threatened and harassed by upper management. Essentially, they want their employees to lie and say that they took a break even when it is humanly impossible to do so. They have people do this so that their ### are covered when employees file complaints. They have a record of the employee lying, upon instruction stating that they took a break. This makes me absolutely livid! They do not care about employees getting a good nights sleep, adequate days off or lawful rest periods. This is pretty ironic for a mattress company ;-)

I am not sure if this fits as a complaint on this website compared to all the others i have seen but I need to tell people anyway. I recently applied for a job at a Sleep Country in Portland, Oregon. I have been out of the US Army for a month and they knew this. By law employers cannot ask about my military background or anything about how i servered my time. I got an honorable discharge. Upon starting the interview they started to ask my about the army and when I was hesitant to answer some of their questions they realized I was nervous. I was in the army for 9months. They knew this. The HR woman named Paula said to me "What?, were you just not cut out for the Army?" You have no idea how mad this made me. Did she know who she was talking to? I served my country honorably for 9months before getting hurt and being discharged. How dare she question my service and my ability to do my old job.
Anyway, this is a complaint about SLeep Country USA and their HR department. If you try to get a job with them they will discriminate. thanks for reading. Sorry for any bad grammer.

Recently, while purchasing a bed from Sleep Country, I was subjected to the worst service imaginable, completely inconsistent with their advertising. I feel that it is my obligation as a consumer to alert others of the poor service.

I needed a bed and selected Sleep Country based on their ads promising good price, excellent service, express delivery, and the removal of the old mattress. As it turned out, some of these promises have no relationship to reality.

On January 4, I went to the location at 799 York Mills Rd. and bought a Sealy Merlot set with a frame. In spite of the promise of express delivery, the earliest delivery date available was eight days hence - hardly speedy. However, I went along with it. The saleslady assured me that the old bed would be removed, and, that, while the staff could not take the old frame with them, they would move it downstairs. Although the latter was specified on my invoice, it didn’t happen.

As promised, a bed was delivered in the 11 to 2 time slot. The delivery staff refused to remove the old bed frame. “ Not my problem” - said the man. I didn’t like his attitude. After all, it was promised. Then I noticed that the wrong bed was delivered. I wasn’t happy - I had to wait 8 days and now I might have to wait some more. I called the store 3 time in the space of about 45 minutes. No answer. It is Friday mid afternoon and nobody is picking up the phone. Great service indeed.

During my first visit, the saleslady gave me her card and told me to call in case of any problem. Why call, if nobody bothers to answer. Had someone answered, I would have gotten the customer service phone number and would have resolved the problem immediately. I would have avoided a very stressful and humiliating experience.

I decided to go over to the store. The saleslady was busy with a family, with another client waiting. Politely, I explained my problem. She could have taken a moment from her sales pitch and given me the number to call. I would have called them and the problem would have been solved. Instead, in a discourteous fashion, she told me to move away as she was conducting “confidential discussions”. So, although increasingly unimpressed with the service, I did as she asked. This went on for 15 - 20 minutes.

After they left, I again approached her and politely, although this was getting difficult, explained my problem. Now, even more rudely that before, she told me that another person was ahead of me. Again, it would have taken just a moment to give me the phone number. So I continued to wait, quite a distance away from where she was serving the client. Then, amazingly enough, she approached me and told me that I was “being disagreeable” and asked me to leave.

“It is not my problem” she said and finally gave me the customer service number on a card with the other saleslady’s name. Not surprising, given her behavior that she wouldn’t give me her own card. (It seems that “It is not my problem” would be a more truthful slogan for the company than the platitudes in the ads. She could have easily helped me at different points in time - by answering the phone, when I first arrived or after she finished with her first client. By the way, she kept ignoring the phone the whole time I was there.

Throughout the ordeal, I maintained my civility and waited patiently while my stress level increased. I am a respectable member of the community. At no time in my life, was I ever kicked out of any place. It was a profoundly stressful experience.

After going home, I phoned the customer service number and the person there offered to have the right bed delivered the same day. Although loath to deal with the company, I made the expedient choice of going along thus saving myself additional aggravation.

There is a profound contrast between Sleep Country’s marketing slogans and the reality of the service they provide. From the outset, the service I received ranged from inadequate to downright offensive. The facts are that the staff ignore phone calls during business hours, that the only thing that matters is making a sale, and that, once a sale is made, the customer can be treated like garbage.