I just wanted to say how pleased I was with the customer service department. Soon after placing an…read moreonline order I was contacted about receiving a comparable mattress with an earlier delivery date, I initially accepted changing the order, but then changed my mind and went with the original delivery date and order. All communications via email with Jennifer from the Ottawa office were prompt and helpful. I called again as the original delivery date was changed and was checking on the status of the delivery and I spoke with Jessica. She was very friendly and looked into the issue very quickly and got back to me immediately. I have had to deal with other customer service departments from two different companies, not Mattress mart, regarding appliance issues...and those departments were awful regarding returning calls. So it is a very refreshing and welcome change to deal with an online company that is professional, prompt and helpful. Thank you to Mattress Mart, and I would definitely recommend others to order online.

We just had a great experience at Mattress Mart in Ottawa. They have a wonderful variety of choices…read morein every price range. Our salesperson, Trista, was so friendly and so helpful as we went from one mattress to another. We ended up purchasing the Kingsdown Zero Gold Matress - actually two of them in Twin XL, along with adjustable bases, so my wife and I could choose our mattress firmness and our head and food adjustments independently. It was the perfect solution. Trista did not rush us our pester us, but she was always right there to answer any questions we had. We shopped on Black Friday weekend when they had great sales too. For all of the mattresses I've purchased over the years for us or for our kids (also purchased mattresses for them at Mattress Mart), this was by far the best experience of all.

Worst experience of my life! I went in to Lapensee Matresses after hearing all the warm and fuzzy…read morecommercials. I walked into the Kanata Branch. Told the manager I had a King Coil Pillow Top and loved it. Problem was I bought a bed and the frame made the deep mattress too high. I told him I had severe arthritis from shoulders to feet and had to avoid all pressure points. No problems he says, we have mattresses for everyone. He then proceeds to thrash all other mattress factories and how much better theirs were with the independent coils. He suggested a semi-firm for me. I tried it for a week and absolutely hated it. He says try it for 30 days. After 30 days I can barely walk from back pains from the mattress. He offered to sell me a mattress pillow top at their cost but if it had to be returned to be made soft, it would be a market value. I received another mattress which was supposed to be soft but I felt no difference at all. That was my last chance and am now stuck with a brand new expensive mattress I cannot use. So much for fitting the mattress to you. Finally I went back to Mattress Mart and bought another King Coil Pillow Top. It is still too high but at least I can get up straight in the morning and carry on with my day after finally a good night's sleep. Very Disappointed

After a lot of research, I found Lapensée Mattress. I made a few calls and all of my questions were…read moreanswered. I had checked their website and was convinced this was the type of family business I wanted to deal with. I ordered 2 Twin XL Foam Matresess and two adjustable frames. I live in Barrie, Ontario and they delivered and set up for $150. It took me a few weeks to change to sleeping on my back (a side sleeper for 60+ years) so I could use the Zero Gravity setting. No more snorting and my sleep has been the best sleep. More REM sleep and I wake up totally rested. For the first time in my life, I look forward to bedtime. This was written after 3 months of use and I have never been happier with a purchase.

About 10 months ago my husband and I purchased our first Ashley set from Surplus. It is the best…read morecouch we have ever owned! We recently refinished our basement and needed another new set. We tried other stores first and walked out because of poor customer service. As soon as we walked back into Surplus, it was like home. George went out of his way to ensure we found a couch we loved, and is very personable. I don't know why we bothered trying other stores first when we have great experiences here time and time again. Lesson learned- always go to Surplus first !!:)

beware! terrible do not come here !! scammed me about 3…read morethousand without giving me what i bought ! then said basically its my loss and i wont be compensated! feeling horrible and so sad they can do this to a widowed mom ! please think twice before coming to a place like this they just want your money they will take advantage !!

This is an amazing store and location. Easy to find and parking is a breeze. Not only can you take…read morea nap on one of their amazing mattresses but you can watch it being made. Jonathan and Jean are so helpful and dedicated to building an amazing organic luxury mattress. Don't forget to grab a pillow and wool comforter while you are there.

I'm writing with an update after sleeping on my Obasan Acadia 3.0 mattress. It is dreamy! For…read morecontext, I have had lower back (muscular) pain over the last several months. I tried various mattresses--Loom & Leaf, Naturepedic, and Savvy Rest. I liked the zoning that Obasan offers and hoped it would offer targeted back support. My hopes have borne true. This is probably the most comfortable bed I've ever slept on--enveloping and yet also still firm. Even though one can normally expect a period of adjustment, I've had no adjustment issues as yet. I woke up feeling better than I have in as long as I can remember. For those of you who can't try out this bed in person (I was one of these customers), I wouldn't let this deter you if this mattress is within your budget. Obasan's representative told me that the majority of their sales are over the phone. After taking information about their client (height, weight, sleeping position, age), they have a "formula" for how to configure your bed. Even in instances when I have personally tested out mattresses that felt comfortable in the showroom, I have often been disappointed after sleeping on the mattress later. I learned that testing out a mattress in person is no guarantee that the mattress will work; in my case, the majority of those purchases actually didn't work for me in the end. Obasan has a 90-day exchange period as well to make any adjustments to the latex components. I liked being led through the process and feeling like I was being personally taken care of. Their bedding is also the most exquisite I've personally seen. Their summer wool duvet was just gorgeous (I just bought another one I like it so much), and the mattress protector constructed with attention to detail. This may read as an effusive post, but after a rather wearying experience over the past five months trying out different mattresses, it's difficult to suppress my happiness.

This might be the best customer service experience I've ever had…read more I went in with a friend to purchase his very first "adult bed" (i.e. not one from Ikea), and we were greeted by Suki, a lovely woman with over 17 years experience. She asked us so many questions, try out several beds and literally covered everything from how he sleeps and how it would affect his sleep, to pillows, sheets and bedframes. We walked out of there with everything - pillow and mattress covers, mattress and boxspring, sheets, a cold gel pillow, special lower bed frame, warranties and all. The best part? We didn't feel swindled at all. Great prices combined with sweet, funny and individualized customer service made it an actual joy to shop there. I seriously can't recommend this place enough if you're looking for a new bed, pillow or accessories. Parking is behind the building off of Fairlawn.

I went to this Sleep Country outlet after a very unpleasant experience at the Bank Street store…read more The sales representative, Michael MacNeil was knowledgeable, patient and helpful. That he made a critical error in entering a Queen sized mattress on the delivery slip rather then the Full size I had purchased was rectified by a simple phone call. The subsequent delivery experience was satisfactory. The two delivery men brought the new mattress up to my condo, removed the old mattress and put the new one on my bed frame. Overall, a decent experience with this store, unlike the one I had at the bank Street outlet. Satisfied. Allan H. Adams.

I was extremely disappointed with how The Brick at this store handled an issue with my mattress and…read morebox order that I purchased on line. I paid an extra fee for disposal because I didn't have time to remove my old mattress and box myself. The website gave no instruction that items needed to be bagged as shown in the attached screenshot. When the delivery team arrived, they refused to take them because they were not in disposal bags from the store--bags I was never told about. They left my old mattress and box standing upright against the wall, creating a clear safety hazard in my home. I had no choice but to let them leave and then contacted customer service. Somehow, I was connected to staff at The Brick store at 565 W Hunt Club Rd, Ottawa. The store staff told me the disposal fee would be refunded but that pickup could no longer be arranged. Instead of addressing the discrepancy between the website and the delivery team, she told me to "just google someone" to pick it up. Her tone was dismissive and unprofessional, and her comment was insulting. I called to solve one problem, but her behavior created a second problem. Later, my wife was told the disposal would be rescheduled and the delivery fee waived, but this still did not address the wasted time, the extra work of driving to the store to get disposal bags and wrapping the items myself, or the unprofessional conduct of the customer service agent--none of which matched the information on the website. I requested escalation. The store manager called me but said he couldn't address the customer service issue because the customer service manager was on vacation. He also said the store was not responsible for the discrepancy between the website information and the delivery team's instructions. There was no effort to take responsibility or provide a meaningful solution. Both the original service failure and the poor handling of the situation remain unresolved. I also tried using The Brick's online chat. They created a ticket and told me I would be contacted within 48 hours. It has now been well over 48 hours (including business hours), and no one has contacted me. This has been a deeply disappointing experience, and I do not believe customers should be treated this way.

If you ever need to reach out to the Brick at 565 W Hunt Club Rd, Ottawa, ON, K2G 5W5 by phone or…read moreemail forget it !! I tried to reach SOMEONE at Sales and Delivery to check on the status of my delivery for over an hour and no one rersponded. !!! So, rest assured they will take your money but their service SUCKS !!

TL;DR/The Short Version: I like browsing the store and buying small items. I like the restaurant…read more However, buying appliances is a pain. They only deliver to inside your front door (not to the actual room your appliance needs to be) and they don't offer removal of the old appliance. The Long Version: So I do like IKEA products. I like the aesthetic, the prices and the cool Swedish names of the items. I find the store fun to browse. I also really like the restaurant. The meals are inexpensive and tasty for cafeteria-style food. What I'm not so happy about with Ikea is their delivery policy for appliances. So we bought an induction stove from Ikea. The price was amazing, as it was on clearance. Ikea gets other brands to make their appliances. We did our research. Our stove is the Tvärsäker, which is exactly the same as the Frigidaire GCRI3058AF, except lower in cost. Purchasing online and booking the delivery went smoothly. The delivery guys came within the scheduled time frame, so that was good. However, they just brought the stove to inside the front door, as that is their delivery policy. I would have been so much happier if IKEA offered delivery where the deliverers actually bring the appliance to the appropriate room. I also would have been happier if they also offered old appliance removal. I've bought from places like Corbeil, Home Depot, and Dufresne, and all these places offer delivery to the actual room in your house where the appliance will be and they offer removal of the old appliance. So I consider these places before IKEA for large appliance purchases. I'll continue to buy items from IKEA that I can transport myself without hesitation. I will continue to dine at the IKEA restaurant without thinking twice. However, I would only buy large appliances from IKEA again if the price was so amazing that it would be worth the hassle of having to bring it to the appropriate room myself and having to arrange for disposal of the old appliance myself. (212)

Some cool things. But, I refuse to assemble stuff. I'm not…read morehandy like that. I suck at that. You put it together.. I'll cook you a meal?? Sometimes, I find something cool, already built in the clearance area. I get the odd score. But I love the candles...votives and tea lights. I skip the upstairs showcasing and you won't catch me at the food court. Just.. no. Annoying that I can get in there ok.. but can't find my damn way out!!! Not dog friendly Store is clean and the lot is huge. But who designed this plaza????

EDIT: In the interest of fairness I wanted to update…read more After reaching out to James, I am feeling more hopeful. I have been promised either a mattress or the full bed within a week. While the bed is the preferred choice, I feel that this option (which we offered last week) is reasonable. James agrees the previous conversation was unfortunate and apologized and provided information about the progress of our bed. He said he will look into why we were told we'd have to pay for delivery as that should not have happened. I said thank you and that I did not require a follow up about this staff issue. This is more like our previous experience with Dufresne. When we get our bed I will adjust my review. ********** A number of years ago we purchased a living room set from Dufresne. It was a pleasant and efficient experience without any issues. We were so impressed we've been recommending this company for many years. We returned to purchase a fold out couch and matching love seat on the last weekend in December 2024. Great service. The following weekend we returned to buy a bedroom set. Great service. We were told it would be an 8-10 week wait instead of the usual 6-8 week delivery because it was a special order. We thought this was weird because the "special" part was choosing one of three colours available to us for a small rectangular portion of the headboard made of fabric. Hardly custom, but whatever. We let it go. What's two weeks? Who cares. We were promised white glove service where they bring it in a set it up. Awesome. All in all we dropped almost 10 grand. We have received everything we ordered, with the white glove service, except this bed. The furniture we have received is great, but, while a portion of the bed is available, we are told the headboard is not. We are now at 13 weeks without our bed. When we hit week 10 we asked about the ETA. Nobody knew but somebody in Winnipeg or wherever did. We asked them to reach out and let know when we can expect the bed. After no response we inquired again last week. Still no response about an ETA from the guy who should know. We asked if they could deliver our mattress as we are middle aged and our bodies are getting pretty angry about sleeping on a fold out bed for weeks. Sure, they, said. Pay 50 bucks and we'll drop it off at the curb. We were told we had two deliveries per order available to us. Two orders equals a total of four deliveries, right? No. We've had two deliveries and one of them had furniture from both orders so that means that one trip is two deliveries. So much for white glove service. Or customer service. Or working in good faith as we did. What a slap in the face. They failed to do their part, we are trying to make it work, and they want more money. Yes, we're pretty angry, but more than that we are sad and disappointed. We're not naive. Stuff like this happens all the time, but we honestly thought Dufresne was better than this. Certainly we've told others this in the past. So, our headboard is nowhere to be found, the guy who can at least let us know is ignoring our reasonable request, and the management of this outlet does not seem to care. And we continue to sleep badly each night on a fold out bed.

We bought a Tempurpedic mattress at Dufresne-Hunt Club 8 years ago. The mattress was guaranteed for…read more25 years. This guarantee is worthless. We were referred to Tempurpedic Warranty Canada by Dufresne. Our claim to replace the mattress was rejected by Tempurpedic. Dufresne said they couldn't help us. Tempurpedic uses a .75 inch sag criterion to replace a mattress. It says our .5 inch sag is not suffcient. At a .5 inch sag it's only a matter of comfort and it's not covered by their warranty. The .75 inch sag level is measured when the mattress is not in use rather than when I sleep on it. I wonder how many mattresses need to be replaced over the 25 year guarntee period using that criterion. I cannot sleep on the mattress. It's unuseable. It's like sleeping in a bowl. To date, I have spent $2000 treating my back injury caused by the Tempurpedic mattress. I am now sleeping in the spare bedroom on an IKEA mattress and frame. If needed, I could have replaced the IKEA mattress at least 4 times over the 8 years since we bought the Tempurpedic mattress. The Tempurpedic mattress is not worth the cost. I would not recommend it. I would also rename their customer service unit to the Claim Rejection Unit as it provides no service. In sum, the Tempurpedic mattress guarantee is worthless as is Dufresne's strong recommendation to buy it.