Name: National Mattress Canada
Address: 1655 Dundas Street East, Mississauga, Ontario
Rating: 4.79

“Mattress defective - i can feel the coils when lying down, bad enough that they make a mark on the skin”

Posted 1 year ago

“The customer service here was terrible. The person I dealt with initially was not very friendly and messed up my order. When I received the receipt via email, I noticed the mistake, so I called the store to fix it. They told me I had to come back in person, which was a 20-minute drive one way. When I got there, the only compensation they offered was a $20 pillow, which didn’t seem like much for the inconvenience and time I’d wasted. Then, they couldn't even refund my card because I only use debit, and apparently, they couldn't process a refund to a debit card. The person handling the issue was very polite and friendly at this point, and he said customer service would handle the refund, and I’d receive an email confirmation. Later, he called me back and said they couldn’t do that after all, but they might be able to offer me a $50 in-store credit instead of the refund. I went back again, hoping I could at least get a good deal on something decent. Thankfully, I was only 10 minutes away this time. When I arrived, I picked out a $56 pillow, but he refused to waive the $6 difference, even after all the trouble I’d gone through. That, for me, was the final straw. Due to their mistake, I wasted over an hour of my time, plus gas money, and ended up with a cheap $20 pillow I didn’t need. On top of that, I had to pay $56 for a pillow I didn’t even want. The employee said there was nothing more he could do to compensate me.”

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Posted 1 year ago

“Very poor, the mattress I got is not the same I ordered and now they are asking to pay $95 on top which I paid. Really bad experience.”

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Posted 1 year ago

“Hi, Yesterday I had a huge miscommunication with one of your employees and had to go back home two times! ( it's a 30 min drive) to bring back the mattress that I just bought as it was the WRONG ONE. The quality of the mattress that I finally bought is good but the customer experience was terrible! I hope you go through my review and do something about this. Thank you.”

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Posted 1 year ago

“Can't say I had a great experence with your company. Before I made an order. I called to inquire about delivery. As we needed a specific time for it to be delivered. I was told by a customer rep. that I would be promped when I do the order on line. Did the order on line..... No prompt... 1st problm. I proceeded to call with the order number immediatly after I made the order to inquire about delivery. One of your customer service reps. had ASSURED me that I would be the first one off the truck in the morning around 9:30-10am. I took a day off of work to be there! Noon rolled around.... no delivery. 2nd problem. I called and was told that the delivery would be between now 5 and 6:30... We would not be home at this time and my Mother is eldery, I needed to be there. The reason why I called and asked for a delivery time! So 8pm rolled around and the truck pulled up.. A 10 hour delivery delay and to be miss led at the point of purchase was very disapointing. 3rd problem...After contacting support by email. I was promped by an automated responce on how to arrange for a delivery. As this point it was insulting. I have a hard time thinking I will ever use your services again in the future as there seemed to be misscommunication between your staff. I get it Toronto is a big city and there is LOTS of traffic. But 10 hour delay is unacceptable.”

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Posted 1 year ago

“Visited the North York store over the weekend (50-minute drive with no traffic). Bought 2 matrasses and 2 protectors. Picked them up from the store right there. Bought sheets which were promised to be delivered to the Markham location (a 10-min drive for me) on Thursday. The sheets were not delivered on Thursday. The company did not notify us in advance about any delays, in fact, they did not notify us at all. They acknowledged the delay only after I started looking for the sheet myself. Now they are making it look like it is my fault that they did not keep the promise because I want sheets in the Markham store. The customer service is a disgrace, and they do not even want to admit their own mistakes.”

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Posted 1 year ago

“Mattress was delivered damaged and National mattress customer support claims to dmaage done by us, I have the video footage which I can share with them, still refuse to rectify mistake by saying " Donnie (National Mattress Outlet) Aug 30, 2024, 5:31 PM EDT Hi, Dhruv. I'm sorry to see that there is some damage to your mattress. This damage seems consistent with the results of the mattress being dragged on the side. Given that this damage is largely visible and obvious, it is very unlikely that both you and our delivery team would have missed this damage when inspecting the mattress. I see from the photos taken by our delivery team, the mattress was delivered to you sitting on the side where it was damaged. I also see that you opted for ground-level delivery- it is likely that this damage occurred after delivery, due to being dragged into your building after delivery. However, we do still want to do what we can to help, in the interest of good faith. Please allow us to offer a one-time exchange to replace this item, per our 90 night comfort guarantee, at no cost to you. Please note that you will not be eligible for any further exchanges." I can't trust them as they refuse to refund.””

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Posted 1 year ago

“Mattress was delivered damaged and National mattress customer support claims to dmaage done by us, I have the video footage which I can share with them, still refuse to rectify mistake by saying " Donnie (National Mattress Outlet) Aug 30, 2024, 5:31 PM EDT Hi, Dhruv. I'm sorry to see that there is some damage to your mattress. This damage seems consistent with the results of the mattress being dragged on the side. Given that this damage is largely visible and obvious, it is very unlikely that both you and our delivery team would have missed this damage when inspecting the mattress. I see from the photos taken by our delivery team, the mattress was delivered to you sitting on the side where it was damaged. I also see that you opted for ground-level delivery- it is likely that this damage occurred after delivery, due to being dragged into your building after delivery. However, we do still want to do what we can to help, in the interest of good faith. Please allow us to offer a one-time exchange to replace this item, per our 90 night comfort guarantee, at no cost to you. Please note that you will not be eligible for any further exchanges." I can't trust them as they refuse to refund.”

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Posted 1 year ago

“Poor service, called multiple times store staff during our hours no response. Prices are ok but very poor service.”

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Posted 1 year ago

“I cancelled part of this order prior to pick up. I have been trying for 3 days to get this refunded. No one is responding to my inquiry. Beware!”

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Posted 1 year ago

“Not friendly staff ignore if possible”

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Posted 1 year ago

“I did not get my mattress on time . I am still waiting my mattress .”

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Posted 1 year ago

“Found stitching on the side buttom undone. But company replied this is an aesthetic issue. It will not affect the ability to use and enjoy mattress. Cannot refund and exchange.”

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Posted 1 year ago

“Stop wasting money on this brand.”

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Posted 1 year ago

“Double charged me due to a technical glitch and did not assist or provide refund. On top of that, when I tried to get refund through PayPal, the company lied saying I received product when they were well aware the order was not in their system so they could not have sent it. Beware that you could end up buying a mattress and end up paying double of what the price is. Very dissatisfied and will not be buying from here again.”

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Posted 1 year ago

“New pillow with a yellow stain ,and they refused to return or exchange.”

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Posted 1 year ago

“We were sold a refurbished metal bed frame and was not told it was a refurbished product. I called to advise the item was defective and was told they could not help me. I was directed to send an email to customer care”

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Posted 1 year ago

“Horrible customer service. Driver said we were not home and left. They refuse to bring back order today. We have been in all day waiting”

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Posted 1 year ago

“Creaky sounds are coming from the mattress... It is unbelievable!!!!!”

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Posted 1 year ago

“No response to my 3 email follow ups whatsoever. called in and learned my order was never delivered. refused to offer compensation or immediate delivery. had to connect 3 times with customer service via phones to finally set up a delivery date.”

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Posted 1 year ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

National Mattress Canada Reviews

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