I'm writing here because it's a corporate office. All I'm going to say here is after visiting a few Sleep Country stores I am horrified at the customer service. If Melissa is responding to reviews, please don't patronize me and give a generic "I am truly sorry to hear that you had a poor customer experience. We truly appreciate your feedback. Please do not hesitate to reach out with any of your questions or inquiries." It is insulting and shows YOU don't care.
Absolutely Horrible Customer Service – Unacceptable Delay and Complete Disregard for My Situation!
I have never been more frustrated with a company in my life. My wife and I purchased a mattress with an extended warranty, specifically because she has a serious medical condition that requires this bed to help her manage her health. It’s been SIX MONTHS since I’ve been waiting for a part to arrive, and now—after finally receiving the part—it was delivered to the wrong address! To make matters worse, someone signed for it, and the store has NO idea where it went.
This is absolutely outrageous! I have called, emailed, and followed up repeatedly, only to be met with complete indifference and incompetence. The best they can offer is to tell me to wait ANOTHER SIX MONTHS for a solution. Let that sink in: a medical necessity for my wife is being treated like an afterthought, and they refuse to take responsibility for the mistake.
The complete lack of accountability and the total disregard for my wife’s health is appalling. It is disgraceful that a company would treat a customer this way, especially when the situation involves someone’s well-being. There is zero urgency, and no one at the store seems to care. We spent our hard-earned money on a product that is not only not functioning properly but is now delayed even further due to their negligence.
If you value your time, money, and sanity, do NOT do business with this store. They have no problem taking your money which in my case was 9,000$ I spent that day at their store, but when it comes to fulfilling their obligations or providing any sort of help, they are completely useless. I am beyond frustrated and angry, and I will make sure everyone I know hears about the horrible treatment I’ve received.
This is NOT how you treat customers, especially when their health is on the line. Unbelievable.
Update: After contacting Sleep Country at the email address in their reply, I received no response or follow-up. Complete radio silence. Please save yourself the money and headache and order your mattress from somewhere else.
Original review: After 5 years using our mattress from Sleep Country we made a warranty claim as the mattress feels like you are sleeping directly on pokey springs and has some significant depressions. After a lengthy process of taking pictures and measurements, we were told that the depressions on our mattress didn't go deep enough and apparently the sensation of sleeping on springs is not covered by their warranty at all. I had always thought the service at Sleep Country was good which is why we decided to buy from them but I can't recommend them if a five year old mattress isn't supported after only half of the warranty period. Read the fine print and, probably better, shop somewhere else. Now I'll try to get back to sleep on the pokey springs.
