ComplaintsforBest Sleep Centre Inc.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to you to complain of an encounter with Best Sleep Centre *** *** ***** ******* ********* I recently bought 2 mattresses from Best Sleep Centre. One Queen size (Firm) which I saw in the store and tested for firmness. 2nd mattress (Full size) I asked for a firm mattress which I was told is not available. While in the store, the salesperson Ed S*** says we just found one in the warehouse. I asked that both mattresses be delivered to Winnipeg Beach cottage. They were delivered on Friday, May 26th. (I did not see the full-size mattress as I trusted the salesman) ** **** ** **! However, the full-size mattress was not firm, but rather soft. I phoned today (May 29th) to the store explaining that the full-size mattress was not acceptable as it is not firm as requested. Could they do an exchange. I don’t know who I spoke to but the man was insulting, rude, screamed at me. “You saw what you bought”!! Exchange will cost you double delivery. $****** x 2. Needless to say, I was shocked with this outburst. I feel as a customer, I do have some rights-one of which I am not obliged to keep a product, expensive, which I am not happy with. Please help me as I do need a mattress that is firm. **** * *** ********  The contract does say 120 days for an exchange – no returns- The cost of exchange according to the company is $****** x 2. Since I am in Winnipeg Beach “delivery charge”. * ** ******* ** *** ** *** *** **** **** ******* ** ********* *** ***** *** ****** ******** I feel I am stuck with an expensive mattress which is not what I requested. * ***** **** ********** *** ******** ******* * **** *** ** *** *** ****** ** ****** ***** *** *** **** ***** ****** ***** *** ******* ***** ********* ** *** ***

  

  Business response

  05/06/2023

  She bought two adjustable beds and two mattresses on one visit, she canceled the two adjustable beds on the next visit. Two weeks later they were delivered and 2 days later after delivery she then phoned to say she did not get the same mattresses as she ordered that they were different. One is a full on her order and one is a queen. They are both Aviara firms. So she was asked for photos and if they are different we would exchange it no charge. We simply need a photo. She never spoke to me face to face about this problem in the store but simply on the phone. She kept saying she got different mattresses and I said simply send me some photos. This was not good enough and then she said she was lied to and pressured into the purchase even though she came back on her own at least three times and made multiple payments to complete the order. One on the 11th on on the 13th and one on the 24th. There is no pattern of pressure there? 

   

  This is simple if she sends a photo and the two mattresses are different than on the invoices we will exchange for free. This was explained. If it's a matter of her feeling that they are different which she did 2 days after they were delivered, which is not enough time for a mattress to break in and such; she has a comfort guarantee and that has a charge.

   

  Please have the lady send photos of the two mattresses and we will gladly exchange the mattress for free if it is different. 

   

  She has not done the first thing asked of her so we can try to solve her problem, she has just said we lied, we pressured and we are unethical. She said it on the phone the first time she called and she said it to you. I do not recall talking to her face to face except when she canceled her original order. If we did it could have gone the same way, send photos and we will help you. **** ********* ** *** **** ** ** *** *** *********** 

   

  I need a couple photos. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attended to the Best Sleep Centre on March 20, 2022 accompanied by my mother to review a floor model bedroom set that I had put a down payment on. My mother and I determined that there were too many pieces included in the set and rather asked for a price of just the headboard, dresser, mattress, box spring and side table. The sales person Ed gave us a quote for these items. As the cost was equivalent to the discounted floor model for these pieces and then I could also choose my colour option, we decided to proceed with the latter order as discussed. When my purchase was delivered on today's date, the headboard and frame were missing with the delivery. I contacted salesman Ed immediately. He stated that the headboard and frame were not included on the invoice so If I wanted them now I would have to pay for them. This was NOT my mother's or mine understanding and feel like we were mislead. Had I known that these 6 pieces would have cost me more that than the 9 pieces that came with the floor model I would have NEVER proceeded with the purchase. Ed was aware that my budget was $4000 ************************************** ********************************************* If I want the headboard and frame to go with the set, I have to spend another $1000 (unaffordable to me). At Ed's direction I emailed the "owner" and requested that the items be returned ********************************************************************** The owners response was that I would need to purchase the items **************************** *************************************************** I am now stuck with half a bedroom set and would need to spend more money to complete the set. I have requested to return the furniture which has been denied. Whereas I was advised at the time of purchase, that the mattress and box spring could be returned, Ed is now stating since the delivery people took off the wrap, they are now considered non refundable too.

  

  Business response

  20/05/2022

  Business Response /* (1000, 5, 2022/05/09) */ Hello Customer came into the store having a quote for one product and a deposit on it. Changed a bunch of the choices up and redid the quote. As she stated in her emails to us a price point was very important. She was presented with her invoice and this 20 year employee always turns around his invoices and goes over them with the client. Rona or Ron ************************************************************************* made many changes to his/ her mind before paying the bill and walking out of the store with a hard copy of the conversation. They were not charged for the headboard so it was not delivered. If they would like to pay for the headboard we will gladly make it. Also I offered a 40 percent discount as a way to say sorry this happened, misunderstandings are possible at the best of times, that offer is off the table ******************************************** Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Interesting response from the owner, but not accurate. When I received the delivery of the items on Thursday May 5th, and the headboard and frame were not included in the delivery I contacted salesman Ed immediately. Ed stated that he did not remember our conversation or what I ordered but referred me back to the bill. Interesting how the owner now recalls the conversation, even though he wasn't present,************************************ I attended the store on March 31, 2022 and was interested in a discounted floor model. I put a $100 "fully refundable" deposit down and indicated that I would be back on Saturday with my mother to get her opinion on the set. When my mother and I returned on Saturday April 2nd, we were not sold on the set as it had too many pieces, we didn't prefer the colour and the cost was more than I had wanted to spend. I advised salesman Ed of these concerns and requested an estimate of just the headboard, mattress, dresser and side table. Ed advised that the cost for these pieces which was approximately $500 less than the floor model set. I decided to go with the lesser pieces as I would be able to choose the colour, it cost less, and there would be no concern with these pieces fitting in my son's room. For the duration of my visit at the store, I based all my choices on the verbal quote received by Ed. This included choosing a mattress that would fit properly with the headboard (Ed even measured the mattresses against the headboard). As Ed recommended the more expensive mattress as it would fit better with the headboard, I decided to go with this option at his recommendation. Further when it came time to discuss delivery, I chose to have the drivers set up the pieces as it would be too cumbersome for me to attach headboard to frame by myself. Not once in ANY of these conversations about the headboard, did Ed state that the headboard was not included in the quote he gave me and rather, led me to believe that it was. My mother who was there with me during this whole transaction, also was under the belief that the quoted price was for all the pieces I had requested. Ed DID NOT go through the itemize invoice with us. So, despite the owners response that "I just don't remember what I purchased", I have a clear recollection of my conversations with Ed as well as my decision process. I would have never knowingly purchased a new mattress to just have it sit directly on the floor. When I contacted Ed immediately after receiving the delivery to advise the headboard was missing, he stated that If I wanted the headboard, I would have to pay for it. As previously stated, he said he did not recall the details of the sale from 5 weeks ago and just referred me to the invoice. ********************************************* Had I known that the pieces I wanted would have actually cost me MORE that the floor model (and with significantly less pieces) I would have NEVER made this choice. Further, I would have not chosen the more expensive mattress and I would have not chosen to pay the delivery drivers $35 to just screw handles into a dresser. All these decisions were made under the ***** pretense that the headboard was included in the quote. I feel that as Ed was aware of my budget, he provided me a quote that fit within in, but failed to include all the pieces I requested as it would have exceeded my budget. I feel that since these items were purchased under a ***** pretense, I should be able to return them so I can find a bedroom set for my son that is affordable to me. ******************************************************************************************************************************************************************************************************************************** ************************************************************************************ ******************************************************************************************** I have requested to return my purchases. I have no interest in further supporting this business ******************************************************************** despite any discount they may offer. If they are not willing to return my purchases, at minimal, they can provide me a 50% discount for the mattress and box spring I purchased ************************************************** and reimburse me for the $35 installation fee (not required to screw on handles). Business Response /* (4000, 9, 2022/05/12) */ The consumer is asking for discounts on products properly accounted for and for which they are happy. In the end the consumer is responsible in law to read their invoice. Sometime in the 35 days before delivery. None of us can remember any conversation 35 days back. The invoice is the purchase. The customer has told us on several occasions we mislead her and her mother because sheets are not available for her moms bed anywhere but from us. They are available on ****** and many other places. The customer received and accepted the product delivered. If she would like a headboard we can easily provide one to her. If she would like to purchase it. ************************************************************************************************************************ Business Response /* (4000, 12, 2022/05/12) */ Just so cover a few points. Best Sleep never says mattresses are returnable. We have a comfort guarantee where if a comfort issue arises they can be exchanged. The terms of return for unused product is on the invoice. The customer was charged a set up fee to remove Packaging and place product when wanted and to place handles and remove garbage and packaging. She was never mislead. But just like she could not find sheets anywhere when they are available from us and ******. The customer made it quite clear her mom was mislead to buy a product that sheets were not available. In the end the invoice is the contract. And we fulfilled that contract. If she would have kept the floor model instead of changing the colour. She could have afforded all she wanted. She asked her moms opinion who I guess advised colour choice was more important than getting all the pieces we presented in the original quote for a floor model we were clearing. Consumer Response /* (4200, 14, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***************************************************** As ALL my communication with him has been in writing, how he deciphered that I am "happy with my purchases" is illogical. Further, despite clearly articulating the reasons for my choices that day, he is now able to conclude that it came down to colour? Previously it was price point, so which is it? ***************************************************************************************** How Is somebody supposed to respond to that? ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ***************************************************************************************************************************************************************************************** ************************************************************************************************************************************************************************************************************************** ***************************************************************************************************************************************************************************************************************************************************************************************************************** ******* I have no expectations that the owner will be reasonable going forward,********************************************************************************************************************************************************************************************************** Business Response /* (4000, 16, 2022/05/18) */ ********************************************************************************** This person accused us of misleading her mom into buying a bed that no one sold sheets for. She was confused about that because sheets for full xl adjustable beds are available everywhere including us and ******* ******************************************************************** We have sold full xl adjustable beds for 30 years. ***************************************************************************************************************************************** Second she received and accepted and signed for all that we delivered. Paying to have the product unpacked, set up and packaging removed. She says when she contacted Ed he sent her to the invoice. No one is saying they remember the conversation had 35 days prior to delivery. We are saying the conversation was made into an invoice hard copy and given to the customer for review and accepted. Then after she realized she did not get the headboard that was not on the invoice started saying she was mislead. Again she had her invoice in her hands for 35 days and she did not make any complaints as to the headboard not being on the invoice. Ed *************************************************************************** always turns his invoices around and reads back the items purchased. *************************************************************************************************************************************************************************************************************************************************************** ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* All in all This person put down a deposit on a floor model suite that was 25 percent off. She needed her mothers input to make the final decision. She decided to change the colour which made the individual products 25 percent more expensive than the floor model. Her budget did not adjust and after much conversation with her mother and Ed. The headboard did not make it onto the new purchase. Again this customer received it allowed it to be delivered had it set up and then started demanding from Ed he provided the headboard that was not purchased. This customer could have had everything on the first floor model invoice at the price in the budget. Or the budget as stated on the first trip when the first quote was issued. Changing the colour on the recommendation of the mother changed the price of each individual piece 25 percent higher and therefor if the budget was not going to increase something had to come off. We never advertised anything to her on this product except its existence. The customer decided to change the colour refund the original purchase that included a headboard. Build new instead of taking the floor model and the customer told Ed on multiple occasions she had a budget. Ed kept her in her budget. ******************************************************************************************************************************************** ******************************************************************************************************************************************************** For the last 4 years most all of our product is custom made solid wood, in the range of 1000 to 25000.00 sales orders. Many much more complicated as to size and or design then this customers. ************************************************************************************************************************************************************

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RE: Sales Order ****** On January 7, 2022, I went to Best Sleep looking to purchase a bed. They did not have the exact one I wanted to buy in the store. Mr. Gary ****, VP; suggested a Pineridge Model bed, which I agreed to buy. I paid $224 as part payment of the $448. He told me it would take five weeks to be ready. At the end of the five weeks I contacted the store by telephone but was advised that he as not in the store and there was no update on my order. I left my number for him to contact me but he never did. At the end of the 6th week I called again but was told Mr. **** was again not in the store. At the end of the 7th week I went in-person to the store and was advised by the employee that Mr **** was not in the store, there was no update on my order and that Mr. **** was the only person who can give me any information on my order. This is the 8th week and I seem to be out of pocket by $224 and no sign of a resolution. I am seeking your intervention in this matter. Thank you for your help. Sincerely, Cassandra***********

  

  Business response

  06/04/2022

  Business Response /* (1000, 5, 2022/03/08) */ Sorry Covid makes dates for delivery harder than normal.. Gary is here Monday, Tuesday, Thursday and Friday so he's not hard to reach. We have email and voice mail and as you can see we respond pretty quick. Gary has already called her. The new normal is things take time

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩