I guess I will start this review by saying that I have been a customer of Dormez-Vous since I bought my first bed at my first apartment 15 years ago. I have bought every subsequent bed from them since, as it just became my go to place. I was always served well and never had a problem whatsoever until my most recent purchase. My partner and I bought the bed of our dreams(pun intended), and all in all walked out with a bill of close to 8,000$, a bit nervous of spending so much money but also excited. We bought pillows and also a special mattress protector for an extra 600$ on top of the bed purchase. We were helped by an awesome associate named Guillaume, he was very helpful and even helped arrange a second delivery with specialists when the first delivery crew thought it would be too hard to navigate up the stairs. Let me say the temperpedic bed is great and using a control to lift yourself up in the morning or go in a zero gravity position is amazing. The problem is I decided to return the mattress cover, unopened in the box, because my mom had an extra that was new as well. I went to the store in Boucherville to return it and when they looked it up they said 'this is not the one you bought from us?' It was the one from them with their sticker and name on the box. They told me I needed to call customer service and gave me a number to call. I called customer service and explained what happened, that this was the mattress protector I got, I wanted to return it and I just drove 45 minutes there to do so, that it was unopened it was listed on my bill, a dormez-vous marked product and I would like the problem solved. The customer service agent said she would send an email to the store to 'further assist me with my problem', I asked her if 'further assist' meant 'return' the product and refund me. The customer service agent said 'as I said FURTHER ASSIST'. I went back in the store and saw Catherine. She waited to get the email from customer service and a few minutes later she started reading it out loud...'The customer is VERY AGGITATED over his purchase of a mattress protecter...and so on and so forth. I was a bit surprised that she would read me the email out loud but more shocked that i was described as 'VERY AGGITATED'. she described to me how she would go about doing the return, how she would exchange one for the other, then return the other...The manager Francois was in the store assisting other clients as well as another employee. We talked about ice cream, she clicked keys on the computer, a client walked in and Catherine said 'the return is loading, it takes a few minutes (?) and whisked off to assist the other customer that entered. I stood at the counter happily knowing i was getting this return off my list and I wouldn't have to drive back to Boucherville another day. She assisted the customer for about 10 mins while I stood there noticing on my phone that I had now been in the store 50 minutes simply trying to return a product un-opened, in the box, with a bill that I bought days earlier. I said to Catherine at this point that 'I'm sorry Catherine but I've been in here for almost an hour and I really have to get going, and that I have a puppy in a kennel at home and I gotta get home' I truly started off apologizing to her and caught myself thinking 'why am I sorry'. Catherine responded to me 'sometimes people have to wait and be patient or there is a lineup, and it hasn't been an hour' again I was kinda shocked and getting near the end of how much more time I was going to stand in the store. she continued to tell me that it 'wasn't an hour' and that it 'didn't help that I was making her nervous'. Finally I decided I would have to get Francois the store manager and see if he could help me. Francois approached the till and Catherine said she had to walk away and left to presumably the staff room or bathroom to recover from her ordeal. Francois quickly let me know that 'he didn't appreciate me making his employee feel such a way'. and, that 'Your'e not the only one that has bought a 10,000$ bed YOU KNOW!' The whole thing was a Seinfeld episode. I would suggest that an employee might need some further training if they are in customer service and their walk away point is a client being upset that it is taking an hour to do a simple return. I'm sorry that I infringed on Catherine's safe space. I would also think that the manager of a store wouldn't demean a 15 year client in such a way that only stated two facts; 1. I've been in here an hour trying to do a return and 2. I have came to expect such better service from Dormez-vouz especially after spending 10,000$ in their store. Francois must really like beds because he is not in the job for customer service. This is some of the worst 'management' I've ever experienced. Maybe he gave Catherine the rest of the day off to recover. read more