Extremely poor customer service after sales. Absolutely no follow up or response from them.

Great price and great service - seamless from beginning to end. Mike, the product specialist , is most helpful. Delivery is free, on time, and old mattress taken away for only $25. I 'd recommend without hesitation Simmons on Broadway and Oak Faye C read more

We wandered through many mattress stores offering Black Friday sales looking for a quality mattress at a good price. We were pretty convinced that we had the best deal until we went into this store. We were blown away by what they offered for much lower prices than their competitors. We bought 2 Saint Lawrence queen mattresses for a fraction of the cost we would have expected to pay. A month later we are still very happy with them and thankful for Bob's assistance and guidance. I highly recommend this store if you want the best product for the best price. I can't believe we almost paid twice as much elsewhere for mattresses that paled in comparison. read more

BUYER BEWARE: 2 major issues. 1) I selected a bed that was quite nice, i Enquired with questions, during which was told showroom bed was no more than 6 months old, so to expect the new one to be slightly firmer. When the bed arrived at home, it was so hard, and the pillow topping seemed 50% less, I could not sleep on the bed. i could feel, what felt like springs pressing against my pressure points... long story, the regional rep came out and bed was returned to the factory... and it was discovered that the showroom bed was 1.5 years old!. 2) **** At the time of purchase, was asked if my bed slats were more than 2.5" wide?, and if so would need a bottom support for the new Mattress. Not knowing, made that purchase too, just in case - DO NOT DO IT - SCAM!. It came as a large board like structure covered in bedding material... when they came to return the Mattress, I opted to keep the bottom, thinking it would be a good thing! (NOT), on viewing this bottom support, noticed large dips in the thin material covering... it was a slotted frame with 7" spacing!. Which offered NO support to any Mattress!. 100% scam! I have sent pictures to Susan Kent the manager and expressed how I have been mislead to buy this.. and so far it's been 7 days since I sent pictures and a request for a refund and absolutely no reply. Note, research indicates your bed slats should be no more than 2" apart and bed frame makers do make their frames appropriately, if you have a very old framed bed, check it. They seem to lie quite a bit, just to make a sale. For case #1 above, while I was in the store complaining, another person walked in to complain of exact issue with same bed too. Sales guy also expressed how he had had another woman come in crying that the very same bed they sold me, she had bought, and after the 3 month trial period was over she stopped calling !!!!!. OMG. read more

And there we have it, the end to our saga. After once, twice, no, three phone calls from us to them, in an attempt to track down the status of our mattress order, and another two calls dealing with the slightly strange delivery behaviour of this business, our mattress arrived 2 months and one day after we bought it. Mattresses are a big, but not-to-often purchase. It's unfortunate that the once every decade experience turned so sour. I'll be spending the next 10 years looking for a better place to spend that dough under my mattress. read more

All of our expriences in dealing with Simmons Matress Gallery on Oak and Broadway have been A1. We have now gone to shop there 3 different times for 3 different matresses and have had Mike Tait as our salesman each time. He has made our matress shopping experience a great one which is why we specifically went back after buying our first matress there from him.He is extremely knowledgeable about the products, gives you several options based on your needs and budget, does not try and oversell, is NOT AT ALL agressive or pushy, he is very friendly, easy going and patient. We have been extremely happy from start to finish as Mike's customer service has been exceptional and Simmons Matress Gallery has also proven to provide excellent customer service,support and satisfaction. read more

After shopping around for a new mattress set we decided to return to Guy @ Simmons. He was honest, knowledgeable, and wasn't pushy. I had prepared myself for dealing with a sleazy salesman but didn't find one here. *Phew!* Simmons has quite a wide variety of mattresses and all were reasonably priced, running the gammut from el-cheapo to hot-diggity-that's-expensive. read more

Amazing service, prices and selection! Came here with my husband to buy a new mattress as our current one causes us both back pain. We were helped by a fantastic man, Bob Finley. He greeted us immediately when we walked in with a smile and asked us questions about our separate sleeping patterns to find us the right fit. Along with comfort he helped us find a mattress set that fit our budget. Whilst patiently dealing with our rambunctious 4 year old he was very helpful and knowledgable. He listened to our needs and showed us many options to suit them. Bob showed us the differences between different coils, fillers and pillow top materials. His enthusiasm had our attention the entire time and we ended up deciding to buy a new frame and headboard to go with the new mattress, which once again, Bob was more than happy to walk us through our decision. Aside from the wonderful service, this store carries many options. All of which are reasonably priced, along with custom headboards. Many to choose from and also not overpriced or cheaply made. I highly recommend this store for a very relaxing and fair experience in buying a bed. I will definitely not be going anywhere else in the future. read more

This is the best mattress store in Vancouver. Awesome staff with expert knowledge. They really know their stuff! When your making a investment like a mattress, you don't want to go the route of a big box store or a liquidator. This is the second time I have bought a mattress here, last time was 2005. The staff is the same. That's a testament to an excellent business they also have very good prices I highly recommend them to anyone who is in the market for a new mattress! read more

This is our second bed that we have purchased from Susan Kent at Simmons Mattress Gallery at 1001 W. Broadway in Vancouver. She is extremely knowledgeable about all the mattresses and there is absolutely "no pressure" to make a decision to purchase. Last year we purchased a Queen size bed to replace our old one. The delivery and setup by the delivery staff was perfect. We are 100% happy with our choice. Now we needed to purchase a bed for our guest room. Again Susan helped us out with our choice. My husband and I highly recommend this company if and when you are looking for a complete bed or just a replacement mattress. read more

Sneaky and Spiteful! I decided to get a Simmons mattress and compared the prices from the Bay and the Simmons Mattress Gallery (SMG)in Vancouver, on Broadway. SMG was so disappointing in so many ways: 1. Dishonest business practice: The world of high end mattress is complex: number of coils, different kind of foam, and fabric. I paid for a mattress in the SMG on a Sunday before the store closed, only to find out that the salesperson sold me an lower end model, with fewer coils than what I clearly wanted and stated. I called back an hour later to cancel the order and talked to the sales Manager, Guy, first thing on Monday. I told him that I was sold the wrong thing. He said that he was going to charge me the transaction fee incurred by using my American Express credit card, which was $32. He said that he did not care that there was an misunderstanding as to the nature of the product. I was shocked! Even though it was less than 24 hours since the transaction took place and the mattress did not leave the warehouse. He said that I wasted their time for not buying their mattress! No where in Vancouver have I been charged a transaction fee for using a credit card. The man should have told me ahead of time so that I could have used another card or interac. he was plain spiteful! 2. Their warranty is a SCAM! I ended up buying a Simmons Mattress from the Bay, which has a straightforward comprehensive warranty. SMG'S? You have to have a certain type of bedframe, their special kind of lining, and moving the mattress around very 4 to 6 months for the warranty to be effective; or else, you cannot claim it. I am happy with my Simmons mattress from the Bay and very happy with their professional service. So skip SMG and go straight to the BAY instead! Have a good night sleep! read more

Excellent customer service. Bob was very knowledgeable and really helped us decide what we wanted. We went here a year ago and recieved the same service. We shoped around alot...im thrifty..and its a big purchase ok! No one gave us the information about the different beds like they did here. I felt like I knew more about mattresses then the brick or sleepcounty ect. sales ppl after went here. I got a Adelaide Restwell plush and couldnt be happier. It s a great deal and quality plus its made locally in B.C. read more

Came here to get some bed covers. Are they closing. I thought that they were having a close out sale. Either way I got a decent deal on some heavy duty covers for my mattress = happy camper. read more

Walked in here needing a mattress. The salesman Ravi Benjamin educated me from top to bottom about what to look for in a mattress. I walked across the street to compare and was given a load of BS. I walked straight back across the street and bought it from Ravi. The guy is a pleasure to deal with and knows his stuff. 5/5 experience, and hurry up with the online presence! read more

Just purchased a PureEnergy mattress from our mattress expert Mike Tait. Really impressed with his knowledge during our "beducation" with him. Did not feel pressured during our time in the store and he made sure we were considering all our mattress options. So glad we went in this direction as opposed to the Endy/Casper route. Overall great customer service, prices and service staff. Highly recommend if you are in the market. read more

Also known as Mattress Choice I had a bad experience at this company. A few weeks ago, my wife and I were shopping for a mattress. Because of my past positive experience with Simmons mattresses I went to the Simmons store on 1001 W Broadway. This is the store that currently owned by Mattress Choice. I don't quite understand why they don't change the store name to Mattress Choice now. When I asked for Simmons mattresses, they started bad mouthing Simmons mattresses. They said something like Simmons is a US company now with shareholders and their mattresses are not as good as they used to be etc. That should have been a flag for me considering they still had Simmons as the store name. The sales woman said they don't have Simmons mattress but she offered me another mattress that she said is very good and that they sell a lot of them. I had asked for a firm mattress with a pillow top and she confirmed that mattress is a firm one. We bought the mattress and we used it for three days and both my wife and I ended up with back pain so I returned the mattress. The company has a policy that you can return the mattress one time within 3 months if you buy a bed cover (we paid additional $80 for the bed cover). So I was happy that I have the option to return the mattress. What I didn't like is that when we were looking for another mattress, another sale associate told us the mattress we bought is not firm but a medium (He also said they said that they have called the mattress manufacturer and the manufacturer has said that they should not sell the mattress as firm). In short, I ended up paying additional $80 for delivery to get a new mattress because the company intentionally or unintentionally does not know the difference between a firm and medium mattress. I felt it was unfair that I had to pay more after buying a mattress based on misinformation read more

Run Away! Do not Enter! This place is a complete scam and nightmare! My family decided that they wanted to replace a couple of bedrooms, including my parents mattresses and went in to take a look. They were greeted and helped by Mike, a nice gentleman and very knowledgeable - I will say throughout this ordeal he is the only highlight. When he asked why should he buy them from there and not The Bay (as I was insisting) - he said that it is a family owned and operated company, and that is why we should stay, to be treated like family. My father bought 2 sets of mattresses and was on his way. After the mattresses were delivered my parents slept a few nights and realized that he mattresses were convexing in the middle, that is there was material literally bunching up... concave we could understand, - not excuse- but understand, but this was ridiculous. we called Mike and he told us that they would send an inspector - my parents at this point were on week 2 or being very uncomfortable in their own bed. when the inspector came, she looked at the mattresses and said that it was "unfortunate" that we "didn't buy them from The Bay" because "these people won't do anything about it"... my parents were stunned. She also said that it seems like most likely the top part of the mattress was ripped away from the rest of the mattress during delivery, but we should play the game of having all of our ducks in a row and get a new frame with a cross bar down the middle. I called Mike, and Mike told me that they have to receive the report from the inspector, but maybe my parents needed a crossbeam going down the centre of the bed. I thought that was odd... had the bed been Concave I could understand, but ok, lets try this. Mike suggested we wait for the report from the inspector... well, another 10 days went by, and finally they had had enough. I went to the store with my father, to pick up the new bed frame, and I inquired as to why it would bunch and not sag... Mike suggested I speak to their manager, Susan Kent. WOW... RUDE, Rude, Rude! I tried to get an explanation for the bunching, she told me it was the frame... (for bunching? Concave I could understand.. Convex - not so much). She was completely dismissive and at one point was yelling at me. I have never been so ill treated, or dismissed in any store in my life. I even asked her to prove me wrong about how useless she is at her job.. actually do it - and she started talking smack back. At that point the other sales people were trying to talk to her, again she was rude and dismissive to them - they seemed afraid of her. One of them told me to forget her, and to talk to "Neil", so I asked her who her manager was, of course, her reply was she was the manager, I then asked if she also the proprietor, she hesitantly admitted no... so I said, ok, please give me your managers name and number... she gave me a first name only. When I asked her for his full name and number, she walked away.. so I started calling after her, saying, that there is this invention, called the internet... it wouldn't be hard to find.My father very smartly pointed out that this is the best she could do in life, and not to bother, so we didn't. I called Neil. What a waste that was. He excused her behaviour because they have been dealing with a lot of upset customers (go figure), and that she has been with the company for many, many, years, and she is just really irritated and frustrated with the manufacturer right now... He passed me off to the manufacturer, of which I didn't bother, Obviously this is the family experience to AVOID AT ALL COSTS! We returned home, set up our new frame and went to The Bay, purchased 2 new sets and have been treated truly like our family is, warm, and welcoming! read more

If only I needed to buy beds more often! Bob was absolutely fantastic - knowledgeable, patient and helpful to our very picky needs. And a big thank you to Neil who was so professional and accommodating when we thought we would not get our mattress up our stairs. He worked his magic and now we sleep on ours.(Such a comfy bed!) I can't recommend Simmons on Broadway enough. Thank you guys! read more