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I purchased a Stern and Foster Bed from Sleep Country, when it arrived at my house (May 03, 2006) and we set it up it had greasy finger prints on the bottom of the mattress and the box springs were a different color with bent corner. The mattress did not look like the one in the show room it was of very poor quality. The mattress was hard as a rock not at all like the one in the show room, which I had told the sales man that a hard mattress was the reason I was replacing mine with the latex soft mattress. Due to a bad back, I can not sleep on a firm mattress. I called them and told them everything as soon as we took it out of the plastic that was all ripped (May 3, 2006). They said it could easily happen that when taken it out of the truck it could get dirty. Not very pleased that they do not care that this could happen and I did not get the right order. I went to Sleep Country (May 04, 2006) and told them this, the sales man said they must have made a mistake and put the wrong material in the mattress he said they probably put memory foam instead of latex in it, as for the box springs he said they gave us the better quality ones because the sales man wrote down the wrong code for the ones to set we were suppose to receive. I said are you telling me for $2600.00 what I was getting was poor quality and I should be happy that a mistake was made. The sales man Iraj Dastmalch talk to me as if he knew what he was talking about, assured my husband and I that this was a soft molding bed, and would be perfect for us. I have since done some research into latex and found out if you purchase a latex bed with just the core and no pillow top it is a firm bed, and what a pillow top does is allow them to use denser foam beneath a thin layer of latex to achieve a medium or soft support. This made me angry as the service is absolutely terrible, and asked to get a refund, as I do not wish to deal with people who say what ever they need to make a sale and not even care that you did not get what you're ordered, they said they were not allowed to give refunds.
I called Sleep Country Canada 1-888-753-3788 and talked to the Eastern regional manager Aster and he told me there was no way I would get a refund, as that is their policy. I explained to him that technically because they did not send me my proper order that I should be entitled to one so my order was not received and can be canceled. Aster the regional customer service manager said it did not matter how many times I asked for a refund or what I said their was no way I was getting a refund. I sent emails to caneast@sleepcountry.ca, posted on their site with feed back, sent, and email to Christine Magee and the investor email. I received a call from Aster today May 5, 2006 and he said he knew I sent an email to the president Christine Magee and I knew what my option were as he had told me yesterday (basically he meant No refund were keeping your $2600.00 even though we can not satisfy you or have what you want or given you your proper order). I am expected to pick something from their store even though they do not carry what I want, need, and have not sent me my order but someone else's or their mistake.
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