Sleep Country Canada Opiniões 

We purchased a mattress online from Sleep Country and found it far too firm and uncomfortable to sleep on. Unfortunately, trying to exchange it has been a nightmare. Despite advertising that you can exchange the mattress if you’re not happy, we were later told we must:

Pay a restocking fee
Pay a delivery fee
Pay the price difference, even though we are exchanging for a medium-firm mattress of the same brand
None of these fees or conditions were clearly disclosed on the receipt or during the online purchase.
We were also told we must keep the mattress for 21 days before initiating an exchange, even though this requirement is not clearly stated anywhere. Expecting customers to sleep for three weeks on a mattress that is painfully uncomfortable just to “break it in” is unreasonable.

On top of that, customer service has been extremely disappointing. Every representative we’ve spoken to has been rude, dismissive, and unwilling to help. All we want is a straightforward exchange, and Sleep Country has made it unnecessarily difficult.

This experience has completely changed how we view this company. I would strongly caution anyone buying anything from sleep country

Nimmi at 33 William Kitchen Rd branch was very helpful and knows exactly what I need. I bought mattress, mattress cover and 2 pillows. I would definitely refer this branch to my family and friends. Thank you so much Nimmi for your amazing customer service.

Super disappointed and do not plan on giving sleep country any additional business. Purchased 2 adjustable bases and mattresses back in Nov 2025. Mattresses were way too firm, and didn’t feel the same as in store. In Dec 2025 we paid to exchange and upgrade to a different set of mattresses however we are still not having a good sleep nor do we like the gap that is created between the two mattresses preventing us from using the middle portion of the bed. As a result that is impacting our relationship and intimacy. They definitely don’t tell you that when you’re purchasing these type types of beds.We are not happy with the purchase however customer service says the purchases were final. There’s no options other than a 30% off our next purchase. I spent $8000 on this “sleep system” to not get a good night sleep as they like to advertise. It’s appalling.
The agent said for $99 they can take away this old mattress, clean it themselves and resell it, but I get no value out of that so no viable solutions other than spending more money at their store.

Sleep Country's warranty isn't worth the paper it is printed on. We have a 10 year warranty and the fabric cover on the underside of the mattress is disintegrating, not tearing as they said it is. The mattress has been in the same spot since we bought it and everyday there are little bits of fabric falling on the carpet.

I ordered a set of bed sheets online and about an hour after, realized I didn't check the pocket depth which ended up being too small (i.e. the sheets won't fit). I emailed the company right away to cancel (it was late). I received an auto-response email saying someone would get back to me within 1-day. It's been 4-days and haven't heard back. After 1-day, I went their online chat to cancel but got disconnected (I got the point across that I wanted the order cancelled though). I went back on the next day again because I hadn't heard anything and the person told me they would get back to me within 24-hours - nothing again. Went back on the chat again, explained the situation and they said something along the lines of "we have to go to a manager and that takes 4-6 days".

Why it the world does it take 4 - 6 days to simply cancel an order?? Just have a customer support person cancel it, and management to review it later.

*Edit -
Update #1: I received an email that my order was shipped 7-8 days after the order. Still didn't hear back about cancelling. I called them to cancel and they offered a different set of sheets and a $50 gift card so it worked out to be a similar price. So bad experience but nice that they owned up to it.

Update #2: It's been 20 days since the second order, no email, no tracking info and no update to my order details on my profile page. Went on to chat with support, they said distribution will update in 1-2 days and we will update your profile and provide shipping info. Nothing for 7 days. Chatted with support again, same response. Cancelling order or going to try to.

I bought a matress around 2 years ago and it has 2 huge dent on each sude. ther quality is horrible and they dont apply the warranty.

Bought a Hush Grid pillow from them. Was told it was a cooling pillow I flip this pillow more than I do my old cheap Walmart pillows. It has a 5 year warranty and when I tried to return because it didn’t do what I thought it was supposed to do by keeping me cool. Never again will I buy a pillow from them

Awful Customer Service Experience

I ordered two expensive pillows for a neck injury. I received a good discount on them, then waited several weeks only to be told by email that the pillows were out of stock. I was given two options: a refund or wait a couple of months. I did not want a refund unless a comparable discount could be applied to alternative pillows, but they were unwilling to offer this. There was no effort to resolve the situation beyond those two options, so I reluctantly chose to wait and hope they would actually follow up once the pillows became available.

I also ordered a mattress with the expectation that it would arrive by the time I moved into my new home. I received an order confirmation but no shipping notification or updates, even weeks later. When I checked my order status, it remained “processing.” I moved into my new home and did not have a bed.

When I contacted customer support through chat, they could not locate my order. I then called and was told they needed additional time to search for it and would get back to me within three business days. There was no apology or acknowledgment of the inconvenience.

When you shop with a large company like Sleep Country, you expect reliability and clear communication. I have been a customer in the past, but this experience has been extremely disappointing. There was little effort to take responsibility or correct their mistakes, and as a result, I would not recommend their service based on this experience.

If I could give zero stars, I would. This experience has been extremely frustrating and disappointing with both Sleep Country Canada and Casper.

The first Casper mattress I received had shifted layers right out of the box. After reporting the issue, I was sent a replacement—only for the second mattress to arrive with a visible blue line running straight down the middle. These are clear quality control issues.

Customer service from Sleep Country Canada has been completely unhelpful. Instead of resolving the problem, they repeatedly ask for more pictures, which only drags out the process while nothing gets fixed. Time keeps passing, and no real solution is offered.

For such an expensive product, this level of quality and customer support is unacceptable. I expected much better from two well-known companies. I would not recommend purchasing a Casper mattress through Sleep Country Canada based on this experience.

The manager Adam a Sleep Country called me an explain everything out to me about the pricing which I wasn’t comprehending. But he was right and I was wrong so I hope there is no hard feelings. Cheers

Bought 10 year warranty and after 5 the electric bed stopped working .We have been waiting since September for parts to fix it and it is now January,so I recommend DO NOT BUY THE WARRANTY>

Despite advertising “risk-free trials” and easy returns, refunds are not easy when something goes wrong. We were repeatedly told refunds are “not normally done” and had to escalate just to get our money back.

This experience seriously damaged our trust in the company’s after-sales service.

We ordered and paid for a specific bed frame in-store. The store delivered the wrong item, and later told us the bed frame we actually ordered was out of stock and had no estimated restock date.

What made this experience extremely frustrating was not the mistake itself, but the way the company handled it.

We were repeatedly sent back and forth between Customer Service and the physical store. Customer Service told us the store had to handle it. The store told us Customer Service had to handle it. Customer Service could not process refunds, could not arrange pickup of the wrong item, and could not escalate to any manager. The store staff claimed they had no authority and that a manager or district manager had to approve the refund — even though the mistake was not ours and the company could not fulfill the order.

As a result, we had to make multiple calls, repeat the same explanation many times, and spend hours just to get a refund for an item that was delivered incorrectly and could not be replaced. The refund was eventually approved, but only after escalation, insistence, and unnecessary stress.

Do not count on the warranty with this company. Our 1year old mattress began falling apart. Sleep Country had us take photos of every possible angle of our mattress on more than a couple of instances. They drilled us on if the mattress was stained to which the response is “no” as they convinced us to buy their own waterproof mattress cover to ensure the warranty would not be voided. Over a 3week period, the final photo out of many was requested of the mattress being removed and a measuring tape put lengthways across the bed frame to measure the slats at which are at 5” apart. They used this photo to nullify our warranty after not finding any other reason to void our warranty, stating “… the submitted on line warranty claim has been assessed by the Customer Service Warranty department and the product was found to have no warranty defect. Improper frame being used base on the manufacture's guideline.“. We paid approx $2000 just for a mattress, found the threading at the side unravelling shortly after installation, and now the mattress is bulging on both sides. Go elsewhere to purchase your new bed furniture if you value customer service and a reputable company to give your money to.

I was told I was getting the order I made online. Instead of shipping me the Duvet and the cover sheets, I just got the cover sheet.
No Warning that something would be missing.
Call to customer service says they will reach out to the Manufacturer!?! WTF !! if you tell me you have it shipped then why lie to me about sending it? I asked Who is the manufacturer? We will find out and call you in a couple of days! This is after UPS or again sleep country was already 3 business days late on delivery.

Very happy with the service, price/product and delivery service we received at Sleep Country, Victoria. The sales person, David, was very helpful - he showed us a vast range of mattresses and offered advice and different price points to meet our demands. The delivery date was met - phone call to confirm delivery time etc was on time and delivery people very efficient. So far, the mattress meets our expectations - nice and firm!

I placed an order online for a Tricia Deluxe wood platform bed on 28 Dec 2025. The payment receipt came in seconds with a confirmation email saying that I could expect the delivery before 1 Jan 2026 by courier. Well 1 Jan came and went. Order tracking on their website doesn't work - error messages --- no one answering phone calls. I finally got through to a rep who informed me that it had been picked up by fed ex on the 30th and I should have got an email from them with a tracking number.... nope nada... after some fumbling in the background she gave me a tracking number and told me to go to fex ex and look it up ... So no support no communication and a complete frustrating lack of customer support and care when it comes to assistance. I will never order from them online again and recommend if you are thing of it go to a store not the website and buy direct and take it home then. Otherwise your delivery if it ever shows up might come on any day NOT ending in "y" .. good luck ...

I have made a few large purchases at Sleep Country over the past couple of years but I certainly will never buy anything else from them again.

I ordered a mattress on-line and quickly realized I chose the Green Glove delivery service (where they take away an old mattress) instead of choosing the White Glove service where they simply deliver it to your room of choice. I immediately called back to ask them to make the change (there was a difference of $50) so I wouldn’t be charged the higher fee as I didn’t have an old mattress for them to take away. The woman on the phone told me I would have to wait until the mattress was delivered and then call in for the refund. I called after the delivery was made and still no one was able to help me and I was told to wait another 24 hours and call back. I called a third time the next day only to be placed on hold by a very rude agent named Devon who kept insisting that because I received my delivery, there would be no refund (regardless of the fact that I paid for the removal of an old mattress that they didn’t have to take away). I was kept on hold for almost 20 minutes before he came back to tell me my refund would take at least 10 days. Worst experience! Sleep Country - please train your client service agents, they are absolute crap with zero client service skills!

After issues with uncomfortable pillows, I decided to try Sleep Country because of the ability to test before buying. I tested a few and decided on an Endy pillow. The salesman told me to 'give it a few days' and I bought it. (Note, even on sale the pillow was very expensive.) After 3 nights of tossing and turning trying to get the pillow comfortable, I woke with pain radiating from my neck down around my shoulder blade. I had to take a day off work (losing out on those wages) and when I couldn't get a doctor's appointment, I booked a massage to help ease the pain. (Second note - now the expensive pillow cost even more!)
When I tried to return the pillow, I was informed it was nonrefundable and final sale. At no point during the sale was I told it was final sale. When I asked about the comment about giving it a few days, the salesman initially denied it, then will some arguing admitted reluctantly that he probably said it but would still not do anything. When asked why the pillow felt different from the one in the store, I was told it was 'broken in.' I was not told that a pillow had to be 'broken in!' When my husband asked to speak to the manager, we were informed that stores don't have managers and we were given a customer service number. (Third note - nearly every friend/acquaintance I spoke to replied with some variation of "don't they give you 100 days?" Referring to Sleep Country)
My husband called the customer service number, explained what happened (with not being told it was a final sale, salesman implying we had a few days) and he was told they couldn't do anything. When my husband pushed back on the poor sale experience and lack of information given by the salesman they only commented that they would get 'coaching' for the staff. When my husband persisted, they offered a coupon worth half what the pillow cost and told him that they would have someone call us when he said he didn't want the coupon because we won't likely buy from them again. No one ever got back to us.

Had a mattress and bed frame delivered to our home and had paid for Green Glove Delivery Service. The delivery staff dragged the bed frame over the floor and down the stairs repeatedly. Bed frame was damaged from the stairs with paint all along the side. Paint, primer and wood was scraped from our stairs. Major dents occurred as a result of this inconsiderate behavior. Failed to leave the bed frame leg floor pads after assembly. Absolutely no response from Customer Service when a complaint was filed. Damage to stairs is permanent and unsightly. DO NOT pay for any kind of additional delivery service EVER - net negative value experience. Worst delivery service we have ever had. We will avoid purchasing from Sleep Country and its many affiliate companies in future.

Nanaimo store franchisee is stupendously rude!!!! He rates customers based on the amount they are spending and brushes off small amount purchasers.