Given how my first experience with this store turned out, I was very reluctant to return. Sadly, my second experience has been every bit as bad. My first purchase with Sleep Country in 2010 was a nightmare. The salesperson violated my privacy and the law by disclosing my address to someone they shouldn't have, causing me serious distress. Then, when my mattress was delivered, the driver cut himself and bled on it as he was removing the plastic with a box cutter, which voided my 180-night sleep guarantee. I had to fight for an exchange, and their only apology was a cheap sheet set that ripped after a few uses. I swore I'd never shop there again.
Recently, I reluctantly gave them another chance. I told Prasad about my past experience, and he assured me customer service was a priority. That turned out to be false. My delivery was nearly three hours late which interfered with returning to work, and the mattress arrived with a "floor model" tag stapled to it. Unsure if it was used or a mistake, I contacted the store, but Prasad wasn't available, and the staff refused to help. They directed me to customer service instead. After much confusion from the rep, I was instructed to send photos as proof. Upon review of the photos, I was told the wrong mattress had been delivered and needed to be exchanged--costing me another day off work the following week.
When the replacement arrived, despite explaining to the delivery team that they needed to bring it into the building via the moving room, they ignored me and brought it through the lobby. They totally disrespected me and my building's rules despite my clear instructions, which got me into trouble with building management. And when I opened the plastic on the replacement mattress, it ALSO had a "floor model" tag, forcing me to go through the process all over again with customer service. Hours later, customer service finally got back to me and claimed it was actually a new mattress that was intended to go to a store as a floor model but since it was new I could keep it. Also, the first mattress had been the same thing! That meant I had wasted time and lost an additional workday for nothing!!
I called Prasad to explain everything that had happened. To my shock, he said I was better off with the floor model because manufacturers made floor models better and more sturdy than regular mattresses. THAT was an eye opener!! It means people don't receive the same quality they see in the store!! He also promised to contact head office to request compensation for all the inconvenience I had been caused. BUT I never heard from him again!! Instead, I had to deal with customer service because management refused to deal with the issue. They refused a partial refund or discount, eventually offering a gift card which meant they would make additional sales. They claimed I could use it in-store OR online. That turned out to be false too--Sleep Country gift cards aren't valid for online purchases. Only PayPal and Credit Cards.
Between this ordeal and my 2010 experience, I will NEVER shop here or any other Sleep Country again. This company is a complete joke. read more