If I could rate my experience with Sleep Country Canada as a 0/5 I would. The best I am able to do after numerous contradictions and final refusal to honour my mattress warranty is to share my experience and deep disappointment. I hope Christine Magee reads this and understands the frustration Canadian customers are facing with her organization.
I purchased a mattress online in 2021 and it was shipped to and delivered from the Sudbury, ON location on Notre Dame avenue.
In August 2022 I contacted Sleep Country Canada as the mattress showed clear signs of defect with the edges of the mattress sagging as well as feeling springs through the top. I completed the required information to submit my warranty claim on their app and on August 19, 2022 I received confirmation that the mattress was indeed defective and was provided at that time with a Certificate of Warranty to bring to the store and select a new mattress. I went to the store and the associate was helpful in assisting me select a new mattress. One which I also paid a small difference to upgrade.
On September 05, 2022 to my horror I discovered bed bugs. Initially, I was embarrassed to recount this publicly however I have learned that this issue is more common than I thought and nothing to be embarrassed about. I immediately called to have my unit professionally sprayed and fabrics steamed to avoid any further spread of this pest. My next call was to the store location in Sudbury to advise what had happened. It appeared from the conversation with the associate that this would not be an issue however a subsequent call back from the store manager stated that they cannot pick up the old mattress and transferred my case to the customer service centre. I received a call from an associate and was advised that the warranty is no longer valid, my file has been commented about a bed bug infestation and offered me a coupon for 50% off select mattresses or 25% off any mattress. It was also stated that any new mattress I purchase would be void of warranty until I proved to Sleep Country Canada that there are no bed bugs present. When pleading my case, I was told that it clearly states in the warranty that infestation by bug beds voids the warranty. I requested a copy of the warranty and reviewed it fully and nowhere in there are the words bed bugs. There is a clause that states"3. Stains, soiling, burns." To classify bed bugs under any of these is a stretch. Once a mattress has been professionally treated for bed bugs there is no damage or residual issue left.
To add insult to injury, on September 13, 2022 I watched a delivery truck enter the parking lot where 1 person got out of the truck and removed a mattress from the back. He then proceeded to drag the mattress across the parking lot while the second person sat in the cab of the truck. I was dumbfounded why a mattress was being delivered, however for a moment I thought that Sleep Country Canada had a change of heart and were going to honour the warranty in good faith as promised. He brought the mattress down into my unit and asked where the mattress to be returned was. When I explained the circumstances he dragged the mattress back up the stairs and through the parking lot and I watched the truck drive away. There is no way this mattress did not have damage on it after how it was handled.
Clearly through the multiple interactions with Sleep Country Canada I see that there is a lack of communication, consistency and professionalism across this organization.
I am a 74 year old single senior living on a fixed income who has just gone through an ordeal that no one should have to experience. I am stressed and exhausted from dealing with the bed bug infestation and dealing with Sleep Country Canada to honour my warranty. I am out a bed frame, box spring and mattress and have been sleeping on an inflatable bed since this issue began.
The company tagline states Sleep well. Stay well. and I can confirm that this is not how Sleep Country Canada has made me feel.
Two additional points to note:
1) Sleep Country Canada is currently having a promotion for 50% off select mattresses so I would like to thank them for the insulting gesture to offer a coupon for 50% off select mattresses. I see the competing businesses in this industry are also having a 50% off sale.
2) I still have not received a refund of the additional money I paid to upgrade even though I have brought this point up to the Customer Service associates on the phone as well as email correspondence. Another example of a vulnerable senior being taken advantage of. Sleep Country Canada's Revenues increased by $22.3 million or 9.0% to $271.2 million in Q4 2021 from $248.9 million in Q4 2020
cc: Better Business Bureau read more
