Serious missteps, but ultimately resolved with accountability Our initial experience with Sleep Shop Richmond was deeply frustrating. We were sold a mattress that was visibly used, stained, and torn, despite being told in person it was new and discounted due to lack of warranty. Attempts to return it were met with lacking explanations, and it took considerable energy to get traction on a resolution. That said - the company ultimately took full responsibility. They arranged for the pickup of the soiled mattress and, despite Saturday not being a usual delivery day, delivered a brand new replacement at no cost the day we were leaving town for a longer trip. That effort is appreciated. This review reflects the full arc: a situation that started with unacceptable business practice but ended with the company making it right. I'm still cautious, and I wouldn't have gotten to this outcome without persistent follow-up - but I do acknowledge that they stepped up in the end. read more

This was the fourth store and it was the fourth mattress I tried in this store. Sold! Thanks to Doreen who knows her stuff. A few discounts later I walked out of the store a happy customer. The delivery took place minutes ago and was on time as advertised and the gentlemen who brought it in and took my old mattress were friendly and courteous. Now all I have to do is try the mattress out for a few days. I think I will be pleased though. No reservations recommending Richmond's Sleep Shop. read more

This store has the best customer service and prices! We looked at four stores in Vancouver who charged delivery and high recycling fee for your old mattress. One store's manager was like a car salesman. Before I even tested the mattress, he was already rambling on about the next one. We decided to check Sleep Shop in Richmond. Salima showed me several mattresses in our price range. They have free delivery and low recycling fee. A week later we returned to Sleep Shop because they had a sale with No taxes! Sara was really informative in helping us make our choice. They provided tracking information close to the delivery time. There was a follow up phone call and text message asking about their service. They price matched a few days later. We're very happy with our purchase. Best mattress store, best prices and excellent customer service! read more

We have ordered the exact mattress that we wanted. The staff at both branches, NV and Richmond were very professional and friendly. They have presented the facts without overselling. We are very happy with their service and look forward to receiving our mattress ! read more

About 1.5 years ago, my wife and I bought a mattress and bed set from this place. She insisted we purchase the most expensive temperpedic mattress they had... Anyways, I contacted the store about a week or two before moving in to schedule the delivery date. Couple of days before delivery, made another call just to make sure everything was ok. Due to some miscommunication, it turns out the order wasn't setup to be delivered on time. However, the owner corrected the situation, and we did get the bed in time. read more

Ive bought 2 mattreses here, and 1 bed, several pillows - not all at once but piecemeal over the years. We are now going back to purchase another bed - they have the best storage beds at the most reasonable price at least locally. I've looked. I can't speak to the service - I always had excellent service but I was always only one of 2 people in the store midday during the week, so getting assistance at that time was easy. read more

RE: the manufacturer's warranty claim Again, the manufacturer's warranty claim is not of concern. You called to propose a return-and-refund and we accepted it. No mention of that claim, and now you want to play that card? The owner, whether that is you or your father Haji, should at least have accountability as a shop owner. Retracting what you have said is something you should be ashamed of. No accountability, no credibility, nothing. You might as well close the shop. No more customers should be tricked and played by your so-called family business. _____________________________ Update: I am not sure why you flagged my genuine review and have my review removed. Fortunately, I did have a copy of my review. I will make sure my voice be heard on all platforms, where you cannot easily flag and remove this genuine review. _____________________________ Update: I have filed a formal complaint to BBB, not sure if it would help to reveal this kind of business. In any way, the post has always been trying to warn potential buyers that there are SO MANY other businesses in the Greater Vancouver region that sell mattresses, as evidenced by other reviews, do NOT be deceived by their initial attitude, you will be amazed to see an extremely contrasting one when you have a problem. Again, my first-hand experience warns you to not purchase from here --- there is no upside here compared to any other business. This kind of family business and the action taken by their owner to retract what he said only one day ago IS TRULY A S.H.A.M.E! _____________________________ Update: The business owner is STILL trying to evade the question that why he and I entered into an agreement (which was proposed by the owner) on 12/22/2021, yet only one day later, blatantly said he had no credibility and everything he said did not count. Please acknowledge here to the potential buyers and let them be the judge, and be noted that our verbal contract made yesterday is "as legally binding as a written contract." It is a shame to see a business does this --- NEVER seen this before --- even for a family business. The owner himself admits this lack of credibility, and this accurately reflects in your family business Sleep Shop. Again, buyers, DO NOT purchase from here!!! Go to a larger business that is more HONEST --- at least they do not RETRACT what they had said. UTTERLY ABSURD AND RIDICULOUS! There are multiple ways to deal with a defective product that has quality issues. Return and Refund is one of them. Very ironically, you called me on 12/22/2021 to propose the solution that you will have your drivers pick up the two defective, has-quality-issue mattresses. You did not mention anything about the warranty form. Why did you even contact me and have me agreed on the pick-up time on Friday and only one day later came up with this warranty form issue? As I have said, return-and-refund is one of the solutions for a defective product, and I intend to choose this one. _____________________________ Original Post: DO NOT purchase from here!!! Business with no credibility. The owner Haji himself admitted that everything he said had no credibility and backed out from the agreement made yesterday. Yesterday 12/22/2021 you said and we even agreed a specific time, that is, to have your driver pick up the mattresses, which started to sag within the first week of delivery, on 12/24/2021. But only one day later on 12/23/2021, you said everything you said did not count, and this is the way you conduct business. Ridiculous owner and the way he conducts business. The original agreement should be held and the driver would pick up the mattresses and a full refund would be issued. A business owner who does take the responsibility for quality issues, but I give you this --- you are courageous enough to state on the phone that you are a person with no credibility and everything you said in our agreement did not count read more

We bought a bed Boxing Day , 17 days latter , no bed !!!!! After spending $2600 at sleep shop , They attempted to leave us with a damaged filthy dirty bed . Offered to send cleaners , are you kiddin me !!!! This is how he treats his top paying customers , good luck to those that just want a discount bed , he should hav plenty in stock !!!! Now he refuses to refund , even tho he has the bed !!! read more

One of my friends recommended me this shop because she said it's cheaper than Sleep Country. However, different models , different price even with same brand. Service is SO BAD! Delivery is not on time without any notice. That's what I wanna say if you wanna buy mattress plz go the the big size shop because owner and the management cannot be same one. They have different focuses. Also, be very careful about the return policies. They can only refund your money after 24hrs you purchase even your mattress is not delivered yet. There is no way you feel not good with your mattress at your bed even you just received for one second. read more

The sales man did an excellent job and I was very comfortable with my purchase. However, the clowns they hire to deliver were a joke. They damaged my wall and will not own up to it, also, when they "assembled" the bed, there was a dozen "extra" pieces. I have complained but not heard back from the store manager. read more

My wife and I have just purchased our first house. The team at sleep shop have and continue to be an absolute pleasure to deal with and sorted us out with the perfect matress, bed, and essential bedroom furniture. On top of all that, they went above and beyond to accommodate our needs by storing the products we purchased, until we moved into our house. We were so pleased with the service that we returned to buy some additional pieces of furniture. An absolutely incredible team devoted to serving your every need! I would happily recommend them to anybody who is looking for high-quality bedroom furniture at reasonable prices. Thank you Sleep Shop Richmond for your wonderful service! read more

Great customer service, thank you Susan! we went in to buy a bed and left with a bed and a mattress! Your service was great and product knowledge excellent! Thanks, the sleep was great! read more

Sales service at the Richmond store was fine. After negotiating a great deal, I bought a king-sized bedroom suite and had it delivered in mid June. It arrived fully assembled in boxes but with damage to all pieces except the 2 nightstands. The damage ranged from scratches, broken pegs, and even broken chunks of wood in the drawer corners. I emailed the person responsible for these reports. This is where the customer service stops. Weeks have gone by. I have contacted this person and sent pictures. Though she promises she's awaiting a response from the rep she will "keep me posted" and she will "know by tomorrow". That was last week and still no response despite my last inquiry. I suggest that you take your business elsewhere as there seems to be no accountability, no customer service, no care and no one seems to be at the helm of this operation. My patience is running out and I am considering my next options to make sure I get compensated and you don't get ripped off by these people. Please share this all your friends and family: Sleep Shop will give you the run around. Don't spend your hard earned money here or waste your precious time. read more

This store needs a whole lot of improvement on their customer service skills. Sometimes its not about the price, its the customer service experience you get. Went down to look for a mattress, price tag was really good. Asked the sales guy, if he can still give me a discount on it. He says, " i do not understand why customers would always ask for the best price!, why don't you tell me which one you like and then I'll make out a price for you." For me, it does not work that way. As a shopper, I would normally find the best product with the best price that fits my budget. He actually made me feel that it was my fault that I could not make up my mind at that point on which one to get. It felt as if he wanted to get me to impulse buy. He wanted me to name my price on it, but I did not have a clue on what to give him since I am not aware of the price of other stores. (reason why i'm shopping around...) We felt really uneasy with this guy with the whole conversation. In the end, we decided to buy at a different store. Fortunately, we got a good deal at The Brick!. and like I said, its not about the price, its the customer service experience. !!! read more