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

  7920 Airport Rd Brampton, ON L6T 4N8

• 

  Sleep Country Canada

  578 Wonderland Rd S London, ON N6K 2Y8

• 

  Sleep Country Canada

  1925 Dundas St E London, ON N5V 1P7

• 

  Sleep Country Canada

  145 Roland Michener Dr Unit 4 Building Y Kanata, ON K2T 1G7

• 

  Sleep Country Canada

  18-2023 10th Line Orleans, ON K4A 4C5

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:26/06/2025

  Type:Delivery 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.

  My partner and I decided to purchase a new mattress for our new home. We went to Sleep Country in Guelph, Ontario on the 3rd of June and fell in love with a mattress. We decided to use ******* to finance the mattress as a new home comes with lots of new expenses.
  
  As we walked out of the store I noticed on the receipt that we were overcharged. I brought this to the sales associates attention and was emailed a correct receipt. Saturday the 7th I noticed after making a payment that my ******* account reflected the overcharge amount and not the correct amount of the mattress. When I called the Sleep Country store to follow up I was told “let’s not be too hasty in cancelling.” There was no apology and remorse. Due to the terrible customer service I decided to cancel my mattress order. I did not want to accept delivery if the mattress and be stuck paying the overcharge.
  
  I called Sleep Country several times to follow up with this. I have spoken to the store manager who assured me I would not need to pay the $70 ******* financing fee as I cancelled my order. When you call customer service they cannot help you and tell you to deal with the store. When I called the store on the 23rd the sales associates admitted he did not put in a request to refund the overcharge until I cancelled my order. The refund for the correct amount of the order has been issued but I am still stuck with the overcharge bill on *******. This is over $500. Sleep country claims the refund has been issued and things are great. I am now stuck with no help, a large bill, and no mattress! Please help!!!

  Business Response

  Date: 26/06/2025

  Hi ******,

  Hope you are doing well. I am sorry to hear about the issues you have been experiencing. I reached out to the store you purchased from and spoke with our sales team. They have confirmed that the amount outstanding with ******* will be cleared as of today. Please contact ******* next week to confirm your balance should be $0. We sincerely apologize for any inconvenience this may have caused you.

   

  Regards

• Initial Complaint

  Date:07/06/2025

  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.

  Purchased a mattress from Sleep Country and had to return because of impressions. Upgraded at the time to another type at our own expense in 2023 and found this year that impressions were returning on this mattress as well . I put in a claim but was refused because the indent were not 1. 5 inches . We are both seniors and rely on a good night sleep which isn’t happening any more . In trying to determine the possible cause , I realized the split box spring was not attached when installed and should of been because it did not fit snugly on the bed frame . I have reached out to Sleep Country to identify this as a possible cause but only received that they denied our claim . The box spring plays a vital role in the mattress performance but yet they basically tell me that my sleep will be disrupted for the rest of my days because they will not cover . This is unacceptable as the monies put out by customers relies on good customer service. They need to consider that when they delivered the box spring , their company should have secured it to prevent movement and in our case gap in the middle. I am not the sleep expert so I relied on them to set up the bed properly. . ****** Warranty reference number . Photos were all submitted to Warranty department including gap in box spring. We take pride in the care of our goods. My first mattress we had for 25 years and was like new when we purchased one from Sleep Country.

  Business Response

  Date: 12/06/2025

  Hello *****,

  We are sorry to hear that you are not satisfied with the warranty results and that you are not comfortable on your mattress as this is certainly not the experience we want you to have. Looking over your account (**********) it would seem an in-person inspection has been scheduled for a follow up in your home. This is done through a company called ******** who has inspectors and they should be calling you shortly to schedule a time and date. Once we have their report, we will be able to give you a final answer on the warranty results.

  Thank you so much for your patience,

  Customer Answer

  Date: 16/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   When given the option I was the one who initiated the inspection at a cost to me. I am still waiting to hear from the company to set up an appointment . On the day I spoke with customer service from sleep country he said I should hear within a couple of days .  I initially accepted the steps given by sleep country to attempt to resolve this matter pending the inspection outcome  but felt I now need to reject because I only have a small time frame to deal with this to keep my case open and not having received a call yet for the appointment  left little time to make this happen. Hopefully this matter can be resolved . 

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

  Business Response

  Date: 26/06/2025

  Hi *****,

  Hope you are well. We are sorry to hear about the delay from the inspection company ********. I have reached out to them again for an update on your inspection date. Due to the location, I don't think they have a technician in ****** so they will need to arrange for someone to come from a nearby city. The gap on your box springs is most likely caused by the frame which was not purchased from Sleep Country so I am not sure how we can assist in this matter. The pictures on your warranty claim you provided didn't show any signs of visible sagging or body impression but I guess a technician will be able to better provide details regarding your concern. You should hear back from ******** in the next few days.

   

  Regards

   

• Initial Complaint

  Date:06/06/2025

  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.

  We have medical conditions that required an adjustable bedframe. My wife and I therefore purchased a mattress and an adjustable bedframe from SleepCountry. We also purchased an extended warrantee.
  In early February 2025, we filed a warrantee claim against the bedframe. Several hinges were broken, and one of the motors stopped working. According to SleepCountry, the hinges were made by one manufacturer, and the motor by another. So 3 different companies were involved. I had to stick handle direct contact with both manufacturers.
  It took until the end of March (and multiple phone calls/emails) to receive the hinges from one company. That aspect of the claim is closed.
  The company that manufactures the motor—******—told me in mid February that the replacement motor would arrive by mid-April. It is now early June and ****** refuses to provide an explanation of when the bed is going to be fixed. I told SleepCountry I expected a new bedframe, since it is impossible to get the bed repaired in a timely fashion. They replied that I should contact ******, despite my warrantee resting solely with SleepCountry. Neither company is accepting responsibility for their roles. The bed has been broken for over 4 months. When we purchased the extended warrantee, we were told that if there were any problems, SleepCountry (emphasis mine) would make things right. * ******* **** ** ********* ***********.

  Business Response

  Date: 18/06/2025

  Hi *****,

  We hope you are doing well. We are very sorry to hear about the delay in finding a resolution for your adjustable base concern. I will have someone from our management team contact you directly to provide an update.

   

  Regards

   

  Customer Answer

  Date: 19/06/2025

  Re Complaint ID: ******** Hello, I did not see a way to add an explanation as to why I rejected the response received, so I am adding it this way. I rejected the response, as I have been in constant contact with SleepCountry for months. Yet another email or phone call does nothing to resolve the issue. I require action, not platitudes.
  
  

  Business Response

  Date: 26/06/2025

  Hi *****,

  Hope you are doing well. ****** emailed us to advise that they contacted you on June 16th to let you know that the part will arrive by June 19th and a technician will get in touch with you shortly after to complete the installation. Please let me know if this was completed by emailing me directly at ***************@*************ca

   

  Regards

  Customer Answer

  Date: 05/07/2025

  
  
  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. However, I must point out that, contrary to the statement provided, ******* did not contact me on June 16th. I've had no contact with them for months, except for one phone call after June 16th. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:16/05/2025

  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 sales rep, *** ***, **** to us and tricked us into buying a used mattress when we wanted to buy a new one.
  
  We found a mattress we LOVED at the store and we were ready to buy it at the sale price of ~2700. *** told us he had last year’s model available for $2,049 and the only difference was the fabric on the mattress. He said there was just one left on sale they were clearing out - implying that it was clearance rather than pre-owned.
  
  When we got our receipt he asked me to sign off on the no returns or exchanges policy “because it was last year’s model”. I loved the mattress I tried in store, so I asked again to verify the only difference was the fabric on the mattress and that everything else was the same. He reassured me, even going so far as to explain how the mattress is made and how brands switch around fabrics to update models. His explanation established a lot of credibility and trust. I looked at the transaction with dollar amounts on the receipt, and saw the correct brand on the mattress transaction (nothing about it being second hand) and signed off.
  
  To our horror, when we received the mattress it had a second hand label on it. We contacted customer service, who put us in touch with the store manager, *****. He said I signed off on it being pre-owned and the sales rep said he told me, soit was “he said she said”.
  
  I then read the receipt again, and found “certified pre-owned” as a $0 transaction about 10cm down from the mattress transaction, which is extremely easy to miss and is a deceptive business practice.
  
  We want a full refund so we can buy the mattress new from Sleep Country online or another seller (we don’t want our money going to the store after they lied and talked down to us).
  
  We have the money to pay for a full-price luxury mattress. We are not in the market for a used one.

  Business Response

  Date: 26/05/2025

  Hi ****, 

  Hope you are doing well. We are sorry to hear about your mattress concerns. Our records indicate and exchange was recently done to provide you with a brand new ******* ********* ** mattress. We hope your issue is now resolved and we thank you for your patience in dealing with this matter.

  Regards

  ***

• Initial Complaint

  Date:29/04/2025

  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 purchased a mattress from Sleep country (********** *** Mississauga location) on January 25th, 2025 for $2,300. The mattress retails for $5,000 but was on sale. The mattress got delivered on or about February 20th, 2025. On March 1st when I moved into my new condo was the day I first opened the mattress and slept on it. When first opened, the mattress didn’t seem to be inflating and had indentations. I read online that it could take a couple days to fully inflate so thinking nothing of it I put the sheets on and slept. Fast forward 1 month later I go to wash the sheets and see all of these uneven lumps and indentations in my mattress. The mattress is obviously defective, and I would like the business to provide me a new mattress that is without any indentations, in NEW condition. This mattress was previously used and I didn’t think anything would be wrong, but during second time re packing or something has messed up the mattress and left it uneven all over. When a mattress that retails for $5,000 is brand new I expect it to come without any impressions, I want a new mattress that is straight across with no marks. They have denied my warranty claim in the CS department and my sales rep ***** who told me he would take care of it has not contacted me back since April 17th. I don’t want a different mattress, I want the mattress I purchased to come in new condition without any defects. It’s sad that I have to go out of my way as a consumer to just get what I paid for and I want this issue to be rectified by the company immediately. They are thinking I will just give up but no, I have to sleep on this mattress and they gaurentee their mattress for 10 years but my mattress currently is in condition of 15 year old mattress after only 2-3 months. Not acceptable. Please get me my ****** hybrid snow plush mattress that I purchased, brand new, immediately. It should be a basic request as a consumer. No one is taking responsibility for this situation and I am ignored.

  Business Response

  Date: 02/05/2025

  Hi ******, 

  Hope you are doing well. We are sorry to hear about your mattress concerns. I have reviewed the pictures you sent and have approved a warranty exchange for your mattress. I will reach out to you directly to schedule a date for exchange. We apologize for any delays in processing your request. 

  Regards

• Initial Complaint

  Date:22/04/2025

  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.

  My mom is going on 90 she needed a lower adjustable bed and wanted a new mattress . This is her second adjustable bed in the last 8yrs. Due to her bone density deteriation we got a lower adjustable bed which she loves.
  We got a firm ****** ***** ** ******** ** *****. She tried it out for a month and she kept waking up with severe back pain. We put her old mattress back on she was fine. I went to the Bowmanville store and the gentleman I dealt with wasn't there. The lady said I would have to bring her in to try a different mattress. I tried to explain to her that she's going on ninety and does not leave the house. She said there was nothing she could do there is no refunds. So if that's the way your company deals with elderly customers then I told her you will never see are business again . I am going to post this on ******** also.

  Business Response

  Date: 02/05/2025

  Hi ****,

  Hope you are well. We are sorry to hear that your mother was not comfortable on the mattress. We provide a 100 nights of comfort guarantee on all our mattress purchases meaning that a customer is able to exchange to a different mattress if they aren't comfortable. In order to get the best mattress for her, we require that they try it out in store as this is the best possible way to determine what would be appropriate for her needs. We have over 50 different makes/models to choose from. Unfortunately we do not offer return for refunds on mattresses however given the situation, we have approved a return with a restocking fee as an exception. Please contact our customer service team at 1-************ in order to proceed with the return option.

  Regards

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are expecting my m9thrr who is turning 90 to come to the store and tty a different mattress. My mom is basically house ridden she dosent leave the house. They offered me a 50% refund plus a 50 dollar pick up fee. Which totaled 414.50 dollsrs on a brand new mattress that they will sell as a demo for around 700 dollars again making an eight hundred dollar mattress worth close to 1200 dollars to me is a ****
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 13/05/2025

  Hi ****,

  We are sorry to hear about your experience and would like the opportunity to help. Could you please provide us with either the order number, phone number or email associated with your account so that we can locate your profile and give you a call to discuss further?

  Thank you,

  Customer Answer

  Date: 15/05/2025

  
  
  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:16/04/2025

  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 am filing a complaint regarding a recent experience I had with one of your stores involving the purchase of a **** Hybrid pillow on March 7, 2025.
  
  When I tested the pillow in-store, it was firm and offered a medium-to-high loft — exactly the kind of support I was looking for. Based on that, I purchased the pillow for $170, which I understand is considered a premium product. I was also informed at the time of purchase that it was a final sale.
  
  However, upon opening the pillow at home, I immediately noticed it was significantly softer and sagged under any weight, offering none of the firmness demonstrated by the showroom model. The next day, I returned to the store and showed the salesperson the pillow I received, side-by-side with the display version. He acknowledged that the one I received was indeed much softer and assured me that if it remained the same after two days, I could return it for a refund.
  
  I returned a day later as the pillow remained unchanged. This time, the store manager was present and refused the refund, citing store policy. Instead, he offered me a second pillow with additional filling for me to adjust myself. Although this was not ideal, I agreed in the spirit of compromise.
  
  Unfortunately, the DIY filling solution didn’t work. I spent over an hour trying to recreate the firmness and height of the showroom version, which I was ultimately unable to achieve. Worse, I experienced an allergic reaction to the stuffing material and developed a rash all over my body.
  
  I returned to the store again to request a refund based on the original promise made by the salesperson and the fact that the product was misrepresented. The manager once again refused, claiming the salesperson had no authority to offer a refund. However, after contacting Sleep Country’s corporate office, I was informed that individual stores do have the discretion to issue refunds in such cases.

  Business Response

  Date: 21/04/2025

  Hi ******,

  Hope you are well. We are sorry to hear about your experience at our store and we apologize for the issues you are having with the pillows. I will have someone from our Management team reach out to you directly to go over some options.

  Regards

  Customer Answer

  Date: 21/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    I am not looking for options I am looking for refund, that’s all 

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

  Business Response

  Date: 02/05/2025

  Hi ******,

  Hope you are well. We are sorry to hear about issues with your pillow. Our records indicate that a refund was issued to you already which received on your credit card. Please call our customer service team at 1-************ if you have any further questions.

   

  Regards

  ***

• Initial Complaint

  Date:12/04/2025

  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.

  I am writing to express my dissatisfaction with a mattress I purchased from your company in 08/04/2021 for $782.88 quite expensive which was delivered on 8/14/2021. Since the purchase, after 3 years the mattress has significantly sagged in the middle and along the sides, making it extremely uncomfortable to sleep on as such me and my husband both caught with the back pain. Did the medical checkup and This issue has only worsened over time, and it is clearly not in line with the quality expected from your brand.
  
  Despite contacting your customer service team 2–3 times about this issue, sending pictures but they want more pictures as such given all the pictures requested, they made an excuse saying the scale should stand straight without the support which is not possible as such tried and send the pictures and explain in the pictures, they declined and close the case and no resolution has been offered as now there is deep sag in between and not started on the one side of the bed which is very uncomfortable for us to sleep. Get issue with the sleep and back pain and health issue.I am very disappointed with the lack of support and follow-through. We had send pictures 2-3 times but still no results.
  
  Given the persistent defect and poor customer service experience, I am requesting a full refund for the mattress as such now not interested to get any service from the sleep country. I hope this matter can be resolved promptly without the need for further escalation.
  Please get back to me as soon as possible.

  Business Response

  Date: 21/04/2025

  Hi ********,

  Hope you are doing well. We are sorry to hear about this issues you are experiencing with your mattress. The warranty for you mattress is provided by the manufacturer and they have certain guidelines that need to be met in order to be eligible for warranty replacement. Sleep Country helps facilitate the warranty claims process. Unfortunately we can't offer a return for refund on a mattress that has been used for several years however we can assist with the warranty process. I am sorry to hear that you had to provide pictures multiple times. In order to better review your account, can you please provide your customer# or first and last name of the account holder. We were not able to pull any account with the information you provided. We also also try to search via email you might have provided at the time of purchase. Hope to hear from you soon. 

  Best Regards 

  Customer Answer

  Date: 21/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we are not happy with the warranty replacement process. We tried for 2-3 times but still they are not satisfied because what they expect in the picture without any support its impossible but still we tried and sent them a pictures but they declined. So we need further help to get replaced or give us the store credit. Currently we are facing lot of issues with our mattress as such nights are becoming worsened day by day and it affects our back and body/ health problem. Very frustrated and disappointed with the service. Please help us to get it resolved.

  Regarding account details its under my husband account. The account should be under Romit *****, phone number: ********** or **********. You can use the email : *************@*****.com

  If you need any more information please let us know. Hope it would be resolved as soon as possible. 

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

  Business Response

  Date: 17/05/2025

  Hi ********,
  We are very sorry to hear about your experience and will have customer service management give you a call shortly to discuss options.
  Thank you,

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did not get the call from business to solve the issue.The matterres is very bad condition , every day the back is hurt and lots of pain in body .

  do something reasonable to solve the case.

   

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

  Business Response

  Date: 18/06/2025

  Hi ******

  We hope you are doing well. We are sorry to hear about the issues you are experiencing with your mattress. Our records indicate that we reached out to you on May 28th via phone and left a VM. We also sent you an email with our contact information and didn't receive a response. We understand your frustration and will certainly like to assist you in this matter. The warranty of your mattress is provided by the manufacturer ***** and not Sleep Country. We help facilitate the warranty claims process but we have to abide by the manufacturer guidelines. In order to properly assess your claim, we need appropriate pictures. I will reach out to you directly via email to go over the exact pictures required to review your claim.

   

  Regards

  ***

  Customer Answer

  Date: 03/07/2025

  Hope you are doing well..
  Am writing to inform that our case with sleep-country has been solved and they have gave us new mattress in exchange of old one.
  So you can close the case and thanks them and BBB TEAM also for assisting us in better ways .
  Me and my wife both are thankful to you and your team for helping us.
  ***** *****

• 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