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Updated by user Jul 10, 2018

@sleepcountrycanada #sleepcountrycanada

Original review posted by user Jul 10, 2018

Do not let Sleep Country Canada commercials fool you into thinking that they have warranties available that back up their products, they do not.

In the beginning of April of 2018, I telephoned the store where I purchased my mattress to inquire about the warranty as I had been experiencing increasing severe back pain for at least several months due to a significant body impression. I was advised to submit an application for it online. Be warned, the steps required in order to submit the online warranty request were quite extensive and could not be done without assistance of another adult. The mattress needed to be removed from the foundation, cover removed, and mattress placed flat on the floor for various photographs to be taken. A flat instrument (I used a curtain rod) needed to be used to show the sag via numerous specific photos from different angles and distances.

In removing the cover of my mattress I found some disturbing black marks in the pattern of my bed frame on the bottom, which by the way was a Tempurpedic adjustable frame I had also bought at the same time as the mattress. This mold was on the mattress under the cover and I had never even knew it was there because memory foam mattresses do not need to be flipped or rotated. If I hadnโ€™t developed a sag, I never would have known about this major issue. The mattress was then moved into my hallway, away from my bedroom so that I didnโ€™t have to sleep on it any longer.

Eventually I received an email advising that my warranty was โ€œIn Reviewโ€ as they wanted further photographs of the mattress. After taking further photos, I logged online to the Sleep Country website and forwarded the photograph to an online operator named โ€œJulesโ€ whose first comment was โ€œthe sagging/impression shows less than ยฝ of an inch is there an area that has greater depth?โ€ She must have been kidding because it was a photograph taken from afar and still, as always, it was 7/8โ€. So I responded, โ€œThe measurement is 7/8 of an inchโ€ and she replied with โ€œsorry, itโ€™s the angle of the pictureโ€. I then asked her if I should email it to her in a bigger format (as submitting photos through the website had to be a smaller format) and she quickly responded with, โ€œno, thatโ€™s ok, thank you, we can approve your claimโ€ฆโ€ Seriously? Taking that additional photo did nothing but delay my request and make it necessary for me to follow up with them further.

So did she have a dialogue that she had to automatically type to everyone first before they were allowed to accept it perhaps? Anyhow, I continued on our conversation to inquire about the new replacement mattress. She wrote: โ€œyou are welcome to visit one of our stores where you can look at the current model (I will include that in the email) or if you prefer to select something different, if the new mattress is higher in price, you would pay the difference (you receive full credit paid for the current mattress)โ€. So I asked, โ€œOk great thanks, so for example if the current model is $2,000 and the one I would like to buy is $3,500, I would pay $1,500?โ€ and she responded with, โ€œthatโ€™s correctโ€. The huge problem with this exchange is that I was later denied being able to upgrade my mattress as โ€œJulesโ€ described, despite the fact that I emailed the transcript of our chat to myself and had it to produce as proof of what I had been told!

A couple of days later I was then emailed the Certificate of Warranty code that I was to bring to my local Sleep Country location to arrange for the exchange. Howeverโ€ฆ I hadnโ€™t received any response about the mold issue in my original warranty request and what would happen in putting a brand new mattress back onto the same Tempurpedic base. Wouldnโ€™t mold form again? Perhaps there is something wrong with the base, or perhaps even the base needed to be checked for damage. So I again called Sleep Country, I was told that my warranty replacement was again to be put on hold and they would be in touch.

At the end of April, 2018 I was contacted by Carol Chew of Sleep Country via telephone wherein she requested yet further photos of the mattress, close up of the black marks, and she advised over the phone that if it was in fact mold that my warranty claim would now be DENIED as the mattress would not be in a โ€œclean stateโ€. Thankfully my mattress had now been left in my hallway, with the cover half off, so I was able to take further pictures of the black marks as requested. Oddly enough though, they had begun to fade which definitely confirmed my suspicion that it was mold. I advised in an email attaching the photos that I wasnโ€™t able to take better photos of the black marks however without cutting through the last outer fabric of the mattress, as it was the foam itself that was black underneath, not on the fabric, and asked if they wished for me to do so.

Several days later I still hadnโ€™t heard anything, so I sent a follow-up email to Ms. Chew. She replied that she had been away yesterday and that my photos would have to be reviewed by โ€œTempur and our management team, normally this will take a few daysโ€. My email to Carol was as follows:

โ€œCarol, the black marks, no matter what they are, were not caused by any negligence, uncleanliness, or fault on my part - which would invalidate my warranty due to carelessness towards my mattress. They are underneath the fabric covering of both the Tempurpedic mattress cover on the bed (with the zipper) and in addition are underneath the sewn fabric cover that actually surrounds the mattress itself as well and are not on the outside of either of those mattress covers.

The fact that the black marks are in a pattern of the adjustable Tempurpedic base alone should make this a non-issue as far as my warranty claim being processed more expediently. The only question I can understand would be into what the claim is going to cover at this point. It needs to be determined if in fact the black marks are mold, because if that is the case then there is an issue with my base's ability to let the mattress breathe. I purchased a Tempurpedic base, mattress, and mattress cover, all brand new at the same time. Also, there has been many incidences of mold in Tempurpedic mattresses discussed and addressed over the internet, and the fact that these marks were black in colour is what caused me to think it may have been mold in in my case. Whether or not it is mold I do not know, only cutting of the sewn mattress cover would allow for a better look at that.

Regardless of everything though, the original claim was for body impressions of 7/8" and it shouldn't take so long for this whole issue to be sorted out and my warranty claim to be put through. This whole process was started on April 11, 2018 and today's date is April 27, 2018. I have been a loyal customer of Sleep Country for many years and I would greatly appreciate if you could make some telephone calls and expedite this matter so that I can be resting comfortably on a new mattress sooner than later.โ€

Finally after that final email, a fellow from Sleep Country called to confirm that the warranty had been approved. I had a lengthy conversation with that individual with regard to the mold issue (they would not be covering the base and denied the presence of mold), and discussed options for upgrading the mattress. He advised me completely contrary to what Jules (the online Sleep Country representative) said and that I would only have $1,500 to put towards an upgrade, as that is what I had paid for my original mattress, or I could receive the mattress that they advised was the equivalent of the exchange. He had the transcript of the conversation I had with Jules in front of him quoting what had been said even, and advised at first that I must have misunderstood and then later when I kept pressing about the details of the transcript, that Jules was a new employee and that she had either not understood or had been misinformed. So despite that I had the transcript in writing from a Sleep Country representative about how the upgrade would work, he told me that they would not honour what she had said.

I received an email from Ms. Julian Chan with my confirmation number, advising as to which mattress they would exchange for (Tempur Cloud Prima), and how an upgrade would be handled should I choose that route. I went to a local Sleep Country location and ultimately decided on the free straight warranty direct exchange for the Tempur Cloud Prima. I did ask if had choose the upgrade mattress (with an additional amount of $2k owing) and whether Sleep Country would honour their 100 night comfort guarantee and I was told NO!

A month after this process started, Sleep Country arrived at my home to collect and exchange my mattress for the warranty. The delivery driver stood and examined the mattress on all sides with the light from his cell phone, both up close and afar and from all angles, keenly searching for some sort of minor mark or stain on the mattress cover. When he found nothing after a full five minutes of inspection, he tells me that the mattress is โ€œdirtyโ€ and that there will be a $56 cleaning fee that would need to be paid. โ€œDirty? Please show me where.โ€ He points to the side of the mattress and shows that it is โ€œa different colourโ€ than the top surface part of the mattress in his words. I look closely at it myself, โ€œIt is not a different colour, nor is it dirtyโ€, I say to him and I clarify that it actually just appears that the fabric on the top of the mattress verses the side of it has worn differently and reminded him that it was 8 years old. Do not worry though, if it is not deemed dirty after an inspection, they would supposedly refund me the $56 (yeah that didnโ€™t happen).

The following day, I telephoned Head Office to seek more information about why I was charged a cleaning fee for a mattress that wasnโ€™t dirty and as to why it would need to be cleaned in the first place. It was being exchanged due to a body formation and I sure hoped they werenโ€™t going to be doing anything with the 8 year old deformed used mattress anyhow. I was advised that the mattress was dirty and would in fact have to be cleaned and that โ€œtheir people were not expected to handle dirty mattressesโ€. I again adamantly advised that it was not dirty, the fabric was just worn differently. The individual on the phone then advised me that my refund for the $56 cleaning fee had also been denied because I had not used a mattress cover. I told him that I had been using the Tempurpedic mattress cover that I purchased at the same time as the mattress (as on the receipt). He says that heโ€™d have to review my account and heโ€™d call me back. Final call, he asks me to confirm which mattress cover I purchased, but that sorry, itโ€™s still dirty.

So ridiculous ... Clearly, Sleep Country will try and get out of any warranty offered but if you jump through all their hoops and they arenโ€™t able to deny you despite their toughest efforts (I am sure many have given up during all the steps that were required), they will still pinch you on the way out with some ridiculous cleaning fee for a used mattress that is going to the dump? Yeah, because it costs $56 to clean a mattress cover supposedly.

In closing I have to say, I will NEVER shop at Sleep Country again, that is for sure.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $5000.

Preferred solution: I wanted the upgraded mattress and to pay the difference between the current price of the one they were willing to replace under direct replacement. Now I am stuck with the direct replacement and I still want the upgraded mattress..

Location: 805 Boyd St, New Westminster, BC V3M 5X2, Canada

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SERVICECS.SLEEPCOUNTRY

Hi,We apologize for the frustration you experienced with your warranty claim and would love the opportunity to discuss this with you and make it right.We will give you a call today.Thank you

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