Please! Buy a mattress ANYWHERE else!

I went to the Sleep Country location at Dufferin and Steeles. At first, I was pleased with the salesman we dealt with. He was patient, and there was no high-pressure sales routine. My only complaint was that he couldn't tell me much about the mattress' specs. After trying beds in 3 other stores, we decided on the Sealy Morning Lustre set. We purchased it on July 22nd, and were told that the soonest delivery date was July 30th. The salesman was working the store alone, and had 6 other customers on the sales floor, so he was in a bit of a rush to process our order, to the point where a second salesman who came into work while this was going on, ended up finishing processing our order to relieve the first.

When the bed arrived, the delivery men were in a rush, aggressive, and couldn't be bothered to listen to our concerns, as the last time we had a mattress delivered from Sleep Country, there was damage done to our ceiling. We even tried to tell them that space was limited (as it was a small room), and they should probably take out the old mattress set first, but they didn't listen, and soon ran into problems, having to put the new box-spring in the master bedroom, while trying to fit the new one into the other room. We had also asked that they remove the plastic wrapping on the first level of our home, as it was raining at the time of delivery and we didn't want wet plastic to be tracked through the upstairs. The delivery men refused, saying it was too hard to lift the mattress without the plastic on it. We had asked politely, and they had responded rudely, without pause to listen to our valid requests.

Once the bed was in place, the delivery men left promptly. It was then that I noticed the box-spring they had delivered was not the one we had ordered. We had told the salesman in the store that we had wanted the short one. The top of the bed came to the height of my dressing table, and my feet couldn't reach the floor. I immediately called the store where we had purchased the bed, and the salesman there said that the computer showed the regular size box-spring had been ordered. Regardless of what was put in the computer, we had indeed asked for the short one. It wasn't our first purchase from Sleep Country, and we had requested short box-springs for our home before. The Salesman said that the one who had sold me the bed was not returning to work until Friday (the bed was delivered on a Wed), and he would have to wait until then to speak with him about what was requested, because if it was not their mistake, they would have to charge us $35 for delivery of a new box-spring. Essentially, he was accusing us of lying. There had been two of us in the store at the time, and we had specifically had the conversation about the box-spring with the sales rep. It was almost like, now that the sale was done, they couldn't care less about us. And so much for "the customer is always right".

I was clearly unsatisfied with the answer I got from the store, so I decided to call Sleep Canada Customer Service at their head office, about 5 mins later. I sat on hold for a few minutes before a rep answered. He sounded either like he'd just got out of bed, or as if he were stoned. He could barely put a sentence together. After a request or two to clarify what he was saying, he said he couldn't do anything about it that day. The delivery men still had the manifest so the order was "locked", but once the invoices were processed the next day, he could send out the new box-spring. I understood, and figured Thursday was at least sooner than Friday. However it was what he said next that shocked me. He said that because the computer said we had wanted the regular box-spring, it was "a he-said-she-said" situation. Again, we were blantantly being accused of being untruthful. He-said-she-said might be fine for court, but not when running a business, and definately not directed at a customer who just dropped $1500 on a new mattress set.

I had seen the Sleep Country commercials and branding just like most people, and it seemed to me that they put a real emphasis on customer service, and here we were basically being threatened with a $35 fee for something that was NOT our mistake. I was told to call back the next day to try and arrange the delivery. And yet, I noticed that in one of the complaints here, the customer said he was able to arrange same day exchange delivery.

I had read reviews online prior to buying the set, and saw some negative remarks, but I had just excused them as over-reactions. I wish I had paid more attention. I hope this helps some of you make your decision.