Complaints

This profile includes complaints for Sleep Country Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sleep Country Canada has 185 locations, listed below.

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  Sleep Country Canada

  7920 Airport Rd Brampton, ON L6T 4N8

• 

  Sleep Country Canada

  10040 152 Street Surrey, BC V3R 8X8

• 

  Sleep Country Canada

  101 4680 Kingsway Burnaby, BC V5H 4L9

• 

  Sleep Country Canada

  12077 72 Ave Surrey, BC V3W 2M1

• 

  Sleep Country Canada

  2401 100 58 Ave Vernon, BC V1T 9T2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited a few sleep country locations in the gta looking for a wedge pillow, I was informed by the staff onsite that it is only available online and I can purchase it from the website. And that once arrived I can open to see if it would work for me, and return if it does not. When I received the package, I opened it as it came compressed and was unable to assess if it is would I would need. And it was not a good fit as per my doctor. I called customer service (spoke to ***** *****) who was not helpful and stated I cannot do a refund because it is open. How am I suppose to assess a compressed pillow? This is by far the worse company I have ever dealt with. Their staff onsite are not aware of policies yet we end up stuck with products that I would have purchased on ****** or elsewhere. She spoke with her manager (unable to share their name) and decided to give a gift card. I will never shop here, I will be going on social media and letting others know of my poor experience. Waste of my time and money, such poor customer service. ***** ***** was degrading, stating she can point out the policy on their website, but clearly their frontline staff neeed more clarification. Do not purchase anything from here.

  Business Response

  Date: 08/04/2025

  Hello *******,

  I am sorry for the delay in response on your file. Based on what I can see we were able to speak with you on March 31st and have resolved the issue.

  Have a great day,

• Initial Complaint

  Date:26/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a firm mattress and adjustable base as my mother is having a back pain. I called customer service 15 minutes after the delivery as the installation guy has told us that there are some parts missing and he will add this in the delivery report. Also, the adjustable base is not working correctly. I have sent multiple pictures and videos and also requested a specialist to come look at the problem and got reply that this is normal. I don't know if missing parts and adjustable base not working is normal. I am looking to go to small court if I don't get a resolution as my mother is very depressed about the ********** given by sleep country its been 3 days I am calling them every day.

  Business Response

  Date: 08/04/2025

  Hello ******,

  I am sorry to hear that your mother is going through this with her new purchase. From what I can see on her account an exchange has been set up for the adjustable base as it was having functionality issues. The exchange number for the adjustable base is ********** and can be scheduled with a sales member from your local store.

  Thank you

• Initial Complaint

  Date:25/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 adjustable beds from this Sleep Country store on October 30, 2019 for $3792.68 which included a 10 year warranty for $209.98, Salesman's name was ***** ****. At the time of purchase, my address was 67 Eden Street, Saint John, N.B. E2P 1B9 telephone #************ with sales order #**********. Old email was *****@**********.net. On June 28, 2024 one of the bed's motors stopped working. I called Sleep country and was informed that they sold my warranty to a repair service because they have no repair people working for them and they do not know, at the time, which company it was. After several days of seaching, we found out it was ********** (1-************) that did the repair work. I got in touch with them and they sent a repair man out (from a company called ********* *****) to look at the bed. He showed up on July 11, 2024 and advised us that a junction box was burned out and that he would have to have ********** order in a new one and he would be back to install it After 17 calls/emails, the part arrived at my home and I contacted ********** and a new repair man was sent out from a company *** *********. On Dec 033, 2024 the repair man arrived and took everything apart and after 2 hours advised us that the wrong part was sent. Since Dec. 03, 2024 and today (March 23, 2025) I have made another 14 calls and emails to both Sleep Country and ********* about when the repair was going to be done. NO REPLY TO ANY EMAILS SENT and promises after promise on the phone. This has now morphed into almost 9 months and I am getting nowhere with either company. I never knew companies can sell you warranties and they re-sell them and nothing is done. Is there anything here that can be done. It looks like nobody cares about customer service and that I should just stick my head in the sand and forget all about it. I sure hope you can help us here,

  Business Response

  Date: 26/03/2025

  Hi *****,

  Hope you are well. We are very sorry to hear about your experience with the extended warranty process for your adjustable base. We sincerely apologize for the delay in getting this issue rectified. I will have someone from our management team contact you shortly to go over some options.

  Regards

  ***

  Customer Answer

  Date: 26/03/2025

  
  Complaint: ********
  I am rejecting this response because:  I am in the 10th. month of waiting  for the repair of my bed and I keep getting the same run a round that it is with the manufacturer of the part.  I talked with Sleep Country tonight and they said they called the manufacturer and it will still be a couple more weeks yet (this I have also heard for the last 9 months).  For  what I have been through, Sleep Country should have just replaced the whole base with a new one.  I have never been subjected to such irresponsible management from a so called reputable company in all my life.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 08/04/2025

  Hello,

  From what I can see on our end a member of management is looking into setting up an exchange for the bases.

  Thank you 

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mattress was purchased October 2024. In less than 3 months, a sag began to appear. We contacted warranty as advised- we were assured by multiple agents that there is no reason that our claim should be denied given the age of the mattress. Warranty claim turned into a circus, we kept having to remove and move the mattress for different photos as it seemed nothing we could do was good enough. Warranty was denied- we showed the sag measured 1” and they replied stating it was less than 0.75”. We then opted for the 100 night guarantee as advised. We go in, pay the difference for a new mattress, told that as long as our current one was not stained (and it is not) that we were good to go. Delivery drivers show up and are unprofessional. They evaluate the mattress and begin moving it so we leave the room to give them space. Once we leave the room they then come up and tell us it is ripped- it was not ripped until they handled it. We have reason to believe that they mishandled the mattress resulting in damage which was then blamed on us. Delivery drivers laughed at us. We’ve tried to work this out with the customer service line and have been hung up on, laughed at, and **** **. Two times we were promised a return call from a supervisor and neither time it happened. We attended our local store where we bought the mattress and they advised that they do not have the authority to begin the refund process and that we would have to reach out to customer service to have that started, the same customer service who told us this was not possible at any point. So, to review: they have not abided by their own warranty policy, they have been unprofessional, they damaged the product and blamed it on us, and we have been **** ** over, and over. We are seeking to receive a refund and have it picked up by sleep country so we can part ways and no longer have to deal with this sort of treatment. Order was placed under the name ***** ******** *** ***** * ***********

  Business Response

  Date: 18/02/2025

  Hi *******,

  We are very sorry to hear of the experience you have had with your mattress and our service. We will have a member of the customer service management team give you a call to review your case and further assist you.

  Thank you,

  Customer Answer

  Date: 18/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  satisfactory to me. I do, however, want to note how unreasonable it is that we had to go to such lengths for a resolution to this. 

  We have come to an agreement for an exchange to be made with the support of the manager of our local sleep country store. The exchange is set to be delivered this afternoon. 

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:14/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase Date: 07/08/2024 Item: ******* Twin Mattress 1-142430M $299.00 (On Sale) $344.88 Upon delivery, we noticed one of the mattresses looked deformed. Delivery driver stated it was due to the mattress being stored upright and to leave it flat for a period of time. It's common sense but we wanted a confirmation. Left mattress for the remainder of the day, returned to normal. Unfortunately, the beginning of November 2024 the mattress became deformed and the stitching at one end had started to come apart. The store we purchased the mattresses from informed us to file a warranty claim, we filed on November 6th, 2024. The pure fact that Sleep Country passes customers' off to the warranty company (within 3 months) is disgusting. The nightmare in dealing with the warranty company is frustrating, unacceptable and deplorable. 11/06/2024-Warranty Claim 11/07/2024-Pictures of Mattress Requested by ******** *** Warranty 11/07/2024-5 Exact Pictures Provided as Directed by ******** ***, File Under Review 11/21/2024-Emailed Requesting an Updated From ******** *** (Emailed Failed to Receive) 11/21/2024-Called Sleep Country Customer Service redirected to ******** *** (Customer Service was uninterested in providing any assistance with the matter, even after explaining the situation). 11/21/2024-Spoke with ******** *** Rep, Advised to Provide Additional Pictures 11/22/2024-Emailed Additional Pictures to the ******** *** Rep-File Under Review 11/25/2024-Received Email Requesting Additional Pictures of Box Spring, Bed Frame and Tag (all pictures that had been previously provided). 12/04/2024-Sent Email to ******** *** with Additional Pictures (as requested). Asked for Update, Requested an Escalation with a Manager. 12/06/2024-Received Email-Claim Denied 12/06/2024-Contacted Sleep Country Customer Service (rep reiterated the file was denied, did not care to assist). Requested a Manager for escalation, was advised they would review pictures again and a manager would reach out.

  Business Response

  Date: 29/01/2025

  Thankyou for contacting us and we are sorry to hear the customer is having issues with their mattress.  We will have someone from our management team contact the customer to see if we can come to a mutual resolution.

  Thank you

  Sleep Country Canada

  Customer Answer

  Date: 29/01/2025

  
  Better Business Bureau: 

  *Please Note:
  

  I greatly appreciate someone from the management team reaching out to help resolve this situation.

  We have been informed on two previous calls with Sleep Country Customer Service that a supervisor and/or manager would reach out. To this day, we have not had anyone from management do so. If need by I can confirm the dates of the calls.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:09/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The floor model pillow advertised in store for the **** brand does not actually represent the pillow that is behind sold and the store fails to recognize their fault in this situation. The store needs to put the actual pillow on the floor that is sold in the boxes.

  Business Response

  Date: 13/01/2025

  Hello ******,

  Thank you for taking the time to reach out. I am very sorry to hear about the issue with the pillow and how the advertising to what you were getting was not on par. Based on your account I can see that the store set up and exchange for you. If there is something else that you would like to review, do not hesitate to reach out.

  Have a great day,

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In my letter to the BBB in Halifax, I described how Sleep Country has refused to replace my mattress because it has a stain on it. There is some discolouring due to my oily skin. The stain is minimal and has nothing to do with the actual complaint(which is a split seam on the side). The mattress has a 10 year warranty(this is year 7). They say it is unsanitary, so they refuse to handle it. I told them they do not have to touch it just bring me a new mattress. The excuse that any stain voids the warranty is ridiculous ! They would never have to honour any warranty-- how convenient ! They also say they can't replace the bro*** mattress retainer bar assembly. The answers almost sound like an AI response. The complaint request file is #******. Sleep Country is not co operating with us at all. I hope you can help us out Regards, *** *****

  Business Response

  Date: 13/01/2025

  Hello ***,

  Thank you for taking the time to reach out in regards to your warranty. A member of our management team will be in touch within 2 business days to review this with you.

  Have a great day,

  Customer Answer

  Date: 14/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:23/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive sale on ****** pillow bought a ****** pillow from the store based on the salesmans 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 ****** 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.

  Business Response

  Date: 07/01/2025

  Hello **,

  First we apologize for all the inconveniences this has cause you.  One of management team will contact you soon.

  Thank you!

  Customer Answer

  Date: 08/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have received no call from them to resolve the issue so nothing has been satisfied

  
  Sincerely,
  
  ** *********

  Business Response

  Date: 29/01/2025

  Hi BBB,

  Our records indicate that a refund was provided in the amount of $232.89 on January 13th, 2025.

  Thank you,

  Sleep Country Canada

  Customer Answer

  Date: 29/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** *********

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to visit Sleep Country at ** ******* **** in Etobicoke. Both my common law spouse and I went in and told the sales representative by the name of Manish B. that we are side sleepers and I have osteoarthritis in my spine and sciatica as I felt it was very important for Manish to know this before showing us mattresses. Manish sold us a memory foam mattress. The mattress felt comfortable in store, when it was delivered on October 12, 2024 and even up to now November 11, 2024, the mattress is still rock solid. It's uncomfortable, the mattress feels like someone switched the mattress cover onto another mattress at the warehouse before shipping it to us. I was also not aware that this store I went to sold pre-certified mattresses that no one at customer service is able to help us with! Manish did not disclose that there were no returns or exchanges on this mattress. At the store, we were only told that we had to wait a minimum of 21 days before customer service could help us since the Sleep Country website does mention refunds and exchanges. Both my partner and I have been back and forth talking with the store and customer service and no one is willing to help us. My partner and I visited another store and the sales representative from the other store (****'s) was shocked when we told them this whole story that Sleep Country sold a memory foam mattress to a couple of side sleepers and I have osteoarthritis in my spine and sciatica. On one visit to the ******* Sleep Country store, Manish was on the phone with a customer service representative and the customer service person wanted to speak to me. I spoke to her on the phone and she notified me that I would be eligible for an exchange after 3 weeks was over. She said they were willing to break that one rule about the policy for customer service sake and now no one is honoring that.

  Business Response

  Date: 19/11/2024

  Hi ******,

  We are sorry to hear about the experience you have had with our service and your mattress as this is not at all what we want for our customers. Your case has been forwarded to our management team who will be giving you a call shortly to discuss and provide a resolution.

  Thank you,

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a ***** memory foam mattress in January of 2021 and in January of 2024 a split started to develop as the layers of the memory foam have started to separate at the factory seams as if the glue is no longer holding or wasn't properly affixed in the first place. Now I have been back and forth with Sleep Country for a while now as they are claiming the mattress has split due to me sweating at night and that the entire mattress is stained yet I have had a mattress protector on since day one and there are no actual stains on the mattress or cover but because the foam is a yellowish colour they are claiming it is due to sweat yet all photos online show the foam being a yellow colour and they have failed to outline any stains in any of the photos I have sent, they just reject it stating the mattress is stained, but in the photos you can see it is splitting at the foam seams. I just want the foam replaced or a new mattress.

  Business Response

  Date: 03/06/2024

  Hi ********,

  Hope you are doing well. We are sorry to hear that you are having issues with your mattress. The warranty is provided by the manufacturer ***** and they do have certain guidelines that need to be met in order to be eligible for warranty replacement. The manufacturer has reached out to us regarding your file and we are in the process with working with them to get your warranty claim sorted out. You should hear something back in the next few days.

   

  Regards

  Ray

  Customer Answer

  Date: 03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been in contact with ***** International since May 1st and it wasn't until last week where they finally asked for my information. They just keep trying to delay things and say it's not a valid claim while the mattress is getting worse affecting my sleep.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 28/01/2025

  HI BBB,

  Our records indicate that the ***** mattress for Mr ***** in question was replaced on July, 3rd 2024 so this issue should be resolved.

  Thank you 

  Sleep Country Canada

  Customer Answer

  Date: 29/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****