Sleep Country Canada
1 review 7481 Oakwood Dr, Niagara Falls, ON +1 905-356-5793 www.sleepcountry.ca suggest an edit
17 August 2023 15:28
After reporting a recent warranty claim, I am so very disappointed with the bad information received from the sales staff and general lack of customer care from the phone agents, especially the manager that I was told was going to call me and never did. After our recent experience, I will likely never buy another bed nor recommend them again.
Over the last 20 years we have purchased 5 beds at Sleep Country. Our last purchase was a king size Tempur-Pedic. At this time, we thoroughly discussed the warranty of the bed and the mattress protector and were advised that we would have coverage for both.
While recovering from surgery, we recently had a ‘spill’ on our bed. It went through the sheets, through the mattress protector, through the next cover and onto the bed. We went in to Sleep Country for assistance and were provided a phone number to call (Sleep Country). The agent was pleasant, provided us a phone number for another company (Keeco, formerly Hollander) and advised to call her back with the result of the next call and she would help.
Calling Keeco was frustrating. After numerous calls and voice messages left, I was just barely able to make it in time to make the claim as I was told there was a 5-day limit. The agent then advised that since the mattress protector and the mattress were on separate receipts, there is no warranty for the bed – but that is not what the sales guy at Sleep Country said when we bought everything.
When I called back the Sleep Country agent, (a new agent) did not transfer me back to my original agent when requested. She did however advise that my bed warranty would now be void. She advised and assured a manager would call me to discuss the issue – they never did.
Now, we are left with a mattress protector that does not work and an expensive mattress that is damaged with no warranty and seemingly nothing I can do about it.
Over the last 20 years we have purchased 5 beds at Sleep Country. Our last purchase was a king size Tempur-Pedic. At this time, we thoroughly discussed the warranty of the bed and the mattress protector and were advised that we would have coverage for both.
While recovering from surgery, we recently had a ‘spill’ on our bed. It went through the sheets, through the mattress protector, through the next cover and onto the bed. We went in to Sleep Country for assistance and were provided a phone number to call (Sleep Country). The agent was pleasant, provided us a phone number for another company (Keeco, formerly Hollander) and advised to call her back with the result of the next call and she would help.
Calling Keeco was frustrating. After numerous calls and voice messages left, I was just barely able to make it in time to make the claim as I was told there was a 5-day limit. The agent then advised that since the mattress protector and the mattress were on separate receipts, there is no warranty for the bed – but that is not what the sales guy at Sleep Country said when we bought everything.
When I called back the Sleep Country agent, (a new agent) did not transfer me back to my original agent when requested. She did however advise that my bed warranty would now be void. She advised and assured a manager would call me to discuss the issue – they never did.
Now, we are left with a mattress protector that does not work and an expensive mattress that is damaged with no warranty and seemingly nothing I can do about it.