ALL I WANTED TO DO WAS TO BUY A BED! We went to Sleep Country in West Kelowna. There was an extremely heavy smoke smell in showroom. The store was empty except for two sales representatives. We went to this location based on Sleep Country's Chat advice and assistance. It's at this location that I learned Chat knowledge versus in-store knowledge contradicted each other. I was appalled by what I was told at the store and dismayed there was no effort made to find a solution or make a sale. I left the West Kelowna store frustrated and angry. The Sales Representative's attitude did more to lose the sale than to make one, and even when the Store Manager was called the response was more about what couldn't be done versus what could be done. I was so upset at how I was spoke to and how my request was handled that I called Sleep Country Customer Service. They listened politely and said an Online Sleep Expert would be able to assist me. After I explained my reason for going to West Kelowna, what had happened and said at the store, and how I left without a bed, the Sleep Expert did EVERYTHING THING that I had originally asked the West Kelowna sales representative to do. (NOTE: the Online Sleep Expert's solution matched what I was told by a Sleep Country Chat). WHY WASN'T THE WEST KELOWNA SLEEP COUNTRY REPRESENTATIVE ABLE TO DO THE SAME?
In my opinion, the West Kelowna store, its sales representative, and its manager do not represent Sleep Country's mission...to be unparalleled. The West Kelowna brick and mortar retailer didn't provide unparalleled service to provide me with a better night's sleep. I left saying I'd buy a mattress somewhere else. YET, in striking contrast, the Sleep Country Online Sales Expert (Genevieve) was solution -based, sales-focussed, and service-built.
HOW DID THIS END? I bought the bed I originally went to West Kelowna for...all because Genevieve did everything to make it happen ✔️
