Consumer Beware

The warranty process is extremely flawed and Sleep Country will do everything possible to not honour it.
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Consumer Warning: Sleep Country Canada’s Warranty Process Is Exremely Flawed❗️

I don’t normally post my complaints publicly, but after nearly a year of trying to resolve this, I feel compelled to share my experience.

In July 2023, I purchased a high-end mattress from Sleep Country Canada in Belleville. It was a floor model, but still cost me over $3,000. I also purchased the recommended protective accessories, including a mattress protector and pillow protectors, bringing my total to $3,736.90.

Despite taking every precaution to keep the mattress in pristine condition, within just six months, the side I sleep on began to sink significantly—with a visible indent of at least 2.5 inches, and much deeper when I first get up in the morning. The dip causes me to roll into the middle of the bed and has led to serious back pain and disrupted sleep.

I’ve now submitted this issue five times under the manufacturer’s warranty—with photos sent on:
• March 22, 2024
• June 13, 2024
• February 20, 2025
• February 25, 2025
• May 20, 2025

Each time, my claim was denied for technicalities: poor lighting, incorrect angles, improper tape/broomstick placement, and so on. After visiting the Belleville location and receiving guidance from in-store staff, I submitted a final set of photos—taken precisely as instructed.

This time, my claim was denied again, now on the basis of alleged “discoloration”—something completely false. The mattress has been covered with the official Sleep Country protector since day one. There is no discoloration—what they called a stain was clearly a shadow cast by a hand holding a measuring tape in contrast to the side of the mattress next to an open window. When I pointed this out and resubmitted - they claimed the opposite corner was discolored instead.

At this point, it feels like I’m being strung along with new excuses each time.