We bought Sleep Mart's top-of-the-line Plasmabed Dreambed Grand in September 2022 for approximately $12,500. It was an excellent mattress until it developed major permanent indentations after about three years.
I started a warranty claim in January 2026 after the Broadway store instructed me to email photos to Todd Jameson. I did. I received no response. After repeated follow-ups and store visits, Sleep Mart finally took our mattress in August and returned it about a week later.
They told us they had reused our original Dreambed Grand outer cover and put a new mattress/core inside it.
My wife and I both knew immediately that something was wrong. The replacement was noticeably lighter, flexed completely differently when lifted, and felt nothing like the Dreambed Grand we had slept on for almost four years. It felt substantially cheaper.
I went to the Broadway store and lay on the Dreambed Grand on display. It immediately felt like the mattress we remembered.
Hunter at the Broadway store told me that their floor model was an older Dreambed Grand and that the mattress delivered to us was a newly reformulated version with different materials and colours. He said the floor model no longer represented what a customer buying a Dreambed Grand today would receive.
I then went to Sleep Mart's other store and spoke with Todd Jameson, who identified himself as Regional Sales Manager. I approached him as a prospective purchaser and specifically asked whether the Dreambed Grand on his floor was the current model, whether a new model was coming, and whether that was the mattress I would receive if I bought one that day.
Todd told me very clearly that it was the current model, there was no new replacement model coming, and that this was exactly what I would receive.
I recorded both conversations.
I also inspected the mattresses internally. The Dreambed Grand at both stores had the same three-layer construction with a substantially thicker upper gel/comfort layer. The core Sleep Mart delivered inside our old Dreambed Grand cover has only two visible layers, a much thinner upper layer, is noticeably lighter, and flexes differently.
I repeatedly asked Sleep Mart in writing to identify exactly what core they put inside our Dreambed Grand cover, provide its model/product designation, and provide documentation showing that it was either a Dreambed Grand or an equal-or-higher-quality substitute.
They have not answered those questions.
Todd instead relied in writing on a clause in Plasmabed's warranty allowing substitution when identical materials are unavailable. What his email omitted is that the warranty says substituted materials must be of equal or higher quality.
Todd also claimed Sleep Mart measured only 0.5 inches of sag in our original mattress and therefore did not actually have to warranty it. That is extremely difficult to reconcile with the photographs I sent them in January, which visibly show a depression of 1.5 inches, well beyond their warranty threshold. I asked Sleep Mart to provide the photographs, measurements or inspection documentation supporting their 0.5-inch claim. Nothing has been provided.
This is not a complaint that a new mattress "feels slightly different." We owned and handled a Dreambed Grand for almost four years. Both of us immediately knew the replacement was radically different, and the current Dreambed Grands in both of Sleep Mart's stores are visibly and physically different from what was delivered to us.
After approximately seven months dealing with this warranty claim, contradictory explanations from two stores, and Sleep Mart's continued refusal to identify the replacement core, I no longer have confidence in their warranty process.
I formally demanded a full refund. Sleep Mart did not agree to it by the deadline provided.
I have filed a complaint with Consumer Protection BC concerning the alleged deceptive warranty substitution and have submitted a Notice of Filing against Sleep Mart in the Provincial Court of British Columbia.
I will update this review with the final outcome. read more