I am writing a complaint about this company. My husband & I purchased a queen sized mattress set from their store in stoney creek area of Hamilton, Ontario.
There is supposed to be a 10 year warrantee on our bed set. A year ago we finally got around to phoning and filing a complaint about our mattress set. We bought it in 2003. It is now 2010. We have been living with a defective mattress set for at least 3 years now. We finally tried to look into getting it resolved a year ago. We had someone come out and inspect our mattress set from Sleep country. They deny even being here. We had it inspected, and we then had it cleaned by the company they use. That is Magic Seal I believe. The person who looked at our mattress told us that the frame on the side of the mattress had collapsed and that is why when we sit on it or sleep on it that you almost fall on the floor. This is why we complained in the first place. We were told that when it was cleaned that the cleaning company would notify sleep country and then we could make arrangements for the mattress exchange.
The cleaning company stained out mattress when they were out to only clean a few tiny stain spots on the mattress. I am convinced that they used dirty cleaning solution. As a result when the mattress dried after they had cleaned it there was staining to the entire mattress. I had to call them back, complain and then they had to send out a second company to re-clean the mattress. It made a big improvement but it was not as good as it was before they never even touched it.
They never called us back for any exchange. In our home we have had a crazy year. We have 2 children with special needs so we did not have time to follow through on what was happening until now when I I am presently off on holidays.
The company now denies even being out or having anyone out to look at it. They deny they told us that the side was collapsed or even telling us that after it was cleaned that we could exchange it.
They say they have no record of anyone being here. Yet when I called this morning the person I spoke to on the Phone said it was there on the computer and that she had to look at the notes and she verified that someone had been out here. Then it flipped back to them telling me that I had cancelled them coming out. They denied having someone here.
I did call their head office in Canada last year. They DID send someone out. I do not know if they were from Magicseal or Sleep country. They never did contact sleep country. We were never contacted.
They sent someone out today to look at it again. This person denies that there is anything wrong with it. Which is a bunch of B.S. I even told the guy if he was to flip it over and check the side and sit on it that he would see it is even worse. He refused to do so. He told me that it was not defective. Sleep country is refusing to honor their 10 year warrantee on our bed mattress set.
We cannot even sit on that side without nearly sliding on the floor and the guy tells us there is nothing wrong with it?!?!? What the heck?!?!?! If you sleep on that side you slide. Would you want to sleep on a mattress where you almost slide on the floor.
I am very pissed off. I want something done about this. What a pile of garbage this is!!! Myself and my husband are not happy with our mattress set, we are not happy customers. We are very angry that they are not honoring their 10 year warranty and that they are telling us there is nothing wrong. What a pile of crap. Our bed is defective. It should not be doing that. We spent $1777.00 minimum on that bed. We did not buy a check bed, but supposedly a good quality bed. I have bought cheaper quality beds from the Brick for goodness sake, not even a specialty bed store like Sleep Country Canada that claims to see superior products. We were not treated nice and as customers they basically screwed us. We are now stuck with a partially broken mattress. They deny every thing and deny it all.
I am so angry. What a corrupt, dishonest company. They don't even honor their warranty and they most certainly give a damn about good customer service! I seriously wonder how many other people have had the same problems with them as we have had. This is insane. I guess there is no such thing as honesty anymore or honoring your warranty's or even the atmosphere of trying to do good business and to take your customers complaints seriously nor do what is right by them when they do have big problems with your product!!
If they do not honor their warranty and replace our mattresses they have lost permanent customers in us. We would like to have this situation remedied.
Mr. & Mrs. Brobbel