National Mattress Canada Bewertungen 

I ordered two mattresses on August 12th for my new house (I’m moving on August 31st; that’ll be important later) and I called on the 18th asking if I could add one more item to that order as it hadn’t shipped yet, which the very professional and friendly agent did. On the 19th, I got a notification that my order had shipped and that it would arrive on the 20th.

My order showed ‘in transit’ for almost a week after the supposed delivery date and I started to get worried and called the courier. They said their delivery driver attempted to pick up the order on the 19th, but that it wasn’t ready. I called National Mattress and was told that they would “contact the warehouse” and call me back.

Here begins 5 consecutive days of me calling and emailing customer service trying to get a re-delivery before my moving day and only being told that they were “contacting the warehouse” and being promised follow-up phone calls. No one from this company has EVER called me - I’m always the one doing the chasing (only once have I received a reply to an email and it was a “we understand your frustration”-style nothing of a response.)

Any time I call them, they keep talking about finding out WHY this happened; frankly, I’m not the least bit interested in the why or how of this, I move in 2 days (which they were made aware of multiple times) and just needed my order. A previous time I called, I was told that my query had been escalated and that people were talking to Canpar (a new courier, not the original one.) I’ve heard nothing about that since, despite being promised updates multiple times.

I just called again (day 5 of chasing these people) to cancel my order and get a refund. In justifying the delay, the agent said two things: 1) that the items are still not with me because of my adding the third item, and 2) the *entire* order was still sitting in the warehouse. Both of these things can’t be true at the same time - if all items are there, put them on a truck and send it to me; I live 4 hours away from this apparent black hole of a warehouse and it can’t be that hard to coordinate.

Trying to shift the blame to me is WILD, especially when they were more than happy to add the additional item which was in stock at the time of purchase, and because I had received a tracking number from the courier the day after the item was added, the status of which has said it’s been “in transit” since August 19th (when in fact the order didn’t even leave the warehouse and they had ZERO knowledge of this - I had to be the one to tell them!) It seems the blame is very much on them and their sub-par systems.

The positives: Every agent I’ve spoken to has been really polite and apologetic. But it seems they’re not being communicated with either; one guy I spoke to seemed just as frustrated as me that he literally couldn’t tell me anything because the people up the chain who were supposedly fixing this aren’t sufficiently updating files.

Avoid this company if you value your time and your sanity.

Large selection of mattresses, staff are helpful and informed.

Low pressure, didn't feel followed around the showroom, but there was always someone there to help out.

Great prices too at the end of the day

The opportunity to check out the different options and select the best for me. The customer service was also good.

Jevon was incredibly attentive and helpful throughout my visit, making sure I found the perfect mattress for my needs. I truly appreciated his patience and expertise.

It was very easy to purchse your mattres and trace the delivery, that was receive within the time frame, specified on your comfirmation email. Thank you for a great service on a canadian product.

Eden is 100% your go to guy for help buying a mattress. We went to another National Mattress Outlet location directly before, and couldn’t make a decision. So, we decided to go here. Eden helped guide us to find out exactly what we were looking for. We weren’t expecting to leave buying a mattress on the spot, but we did. But, at the same time, he gave absolutely no pressure to rush into a decision if we weren’t comfortable, which is invaluable. Would 100% recommend going and working with Eden.

We’ll be going back again next week to have him help us find a new bed for our son too.

Very smooth transaction. No stress and very straightforward. Have bought four mattresses from them now and has always been positive.

Great prices, and staff was very helpful.

The staff serving us is very professional and helpful, he explains very detail of each mattress and make appropriate suggestions based on our needs.

Good variety of mattresses from plush to extra firm.
Salesperson gave all the information I requested and there was no pressure to buy.
Satisfied with the delivery timeline and the quality of the mattress.

Friendly staff no pressure sales

As soon as we entered the building, the staff greeted us, listened to what we needed, and directed us where to go. He let us test all of the mattresses in our budget, and stopped by several times to check that all was going well. We found a great mattress and were very impressed with a smooth shopping experience!

Good choice of brands , designs and price ranges with an opportunity to try them out.

I had a very disappointing experience with this company.

I ordered two mattresses and was given a confirmed delivery window twice. On both occasions, I rearranged my schedule and stayed home waiting for the delivery. However, I wasn’t informed that one of the mattresses was out of stock until after the scheduled delivery time. The second time, the delivery team even arrived with only one mattress and told me the other was still unavailable.

The most frustrating part is that they continued to confirm delivery appointments without having the inventory and provided no advance notice. This happened twice.

Poor communication, poor inventory management, and a lack of accountability. I hope they improve their customer service so other customers don’t have the same experience.

service rep was helpful, knew his information, sorted out what we needed and the purchase quickly and efficiently.

I received exceptional customer service from Arnold, which in today’s world, is rare. Not only was he professional, cordial, polite and just very nice to deal with, but he was also extremely knowledgeable about both the mattress options and process (ie delivery, payment, warranty, refund, etc.). In addition, he was very attentive, providing me the quote, revisions and payment receipt extremely quickly. I would highly recommend National Mattress Canada solely on my interaction with him. Thanks so much Arnold for a seamless and wonderful customer service experience!!

EDITING TO ADD: Their response is BS, I entered the shipping postal code before I looked up mattresses and ONLY included the ones that showed as being able to ship to my location (many didn’t). Their customer service LOVES to gaslight.

I spent approximately six hours researching mattresses on this site, specifically selecting models that indicated they could ship to my postal code after I entered my delivery information. The website advertises shipping across Canada, and I chose one of the most expensive mattresses available on the site based on the information provided.

The site continued to behave as though delivery was available: it accepted my postal code, displayed shipping options and an estimated delivery date, and even requested delivery address information during checkout. It was only at the final payment stage through apple pay, immediately before completing the purchase, that I discovered the mattress was actually pickup only.

This was an enormous waste of time and a deeply frustrating customer experience. For a large, expensive item like a mattress, delivery availability is not a minor detail — it is a fundamental part of whether the purchase is possible.

I contacted the company to express my frustration and to give them an opportunity to address the issue. Unfortunately, they took no responsibility for the misleading checkout experience.

Their phone customer service lacked any knowledge whatsoever and was terribly unclear as well. He couldn’t even answer whether they ship across Canada, rambling about how they did in the past and then they stopped and he has no idea now.

I would be cautious about trusting the information they provide, and would think twice before making such a significant purchase from a company that doesn’t stand behind their own policies as advertised. Better I learned it now versus having to make a claim on their satisfaction guarantee and finding out I was stuck with a $4000 mattress and a company that doesn’t know what they’re doing.

What a waste!

Misleading Name, Fake Policies, Terrible Customer Service Do not trust National Mattress. They heavily marketed "Canada-Wide Shipping" and promised free shipping across Canada for orders over $199. However, they changed their policy overnight, added a massive $119 delivery fee to an item already sitting in my cart, and completely refused to honour their own published terms. When confronted, customer service blamed a "promotion ending," but the reality is they have quietly stopped servicing Canada nationally and now focus almost exclusively on the GTA. Their name is completely misleading to fellow Canadians looking to buy Canadian-made products. Shop elsewhere with a company that actually values honesty and customer service.