I ordered an Endy mattress + bundle (around $2,000) and only ONE small box showed up at my door – pillows/sheets – no mattress, no blanket. Tracking, however, claimed everything was delivered. I have doorbell and driveway camera footage clearly showing a single box that could never contain a king mattress. I did exactly what Endy’s own FAQ says: contacted them right away through live chat when the items were missing, provided photos, offered video, confirmed my address and phone, and tried to cooperate with their process. Their rep “escalated to Shipping Issues” and told me I had to wait 3–5 business days (not counting weekends) for an “investigation” before they would even consider a reshipment or refund. Meanwhile, my family is literally sleeping on the floor using the pillows and sheets that did arrive. Over the next several days I: • Chased Endy by chat and email for updates. • Waited on hold for an hour on the phone, only to be told to “reach out by email.” • Clearly asked for one of two outcomes: reship my missing mattress + blanket with a firm delivery date, or issue a refund for the undelivered items. Every time, the answer was basically: We can’t do anything until our internal Shipping Issues team finishes its investigation, which may take days. Endy chose the shipping partner, but they pushed all of the risk and delay onto me. Their public help article even suggests missing items will be “replaced in a matter of days,” which absolutely did not match my experience. After giving them multiple chances and warning them in writing, I finally had to open a chargeback with my bank for the undelivered portion of the order. I provided the full email/chat thread, photos, and the fact that tracking is clearly wrong compared to what was actually delivered. No customer should have to fight this hard just to avoid paying for a mattress that never arrived. If you’re considering Endy, understand this: if your shipment goes sideways, you may be stuck in limbo while they “investigate” with their carrier, with no mattress, no refund, and no urgency. In my case, the product quality is irrelevant – the customer service and accountability were a complete failure.
Very disappointed with Endy’s customer service. You will wait close to an hour just to speak with someone, and even then they are not helpful. My order was marked as delivered, but it was not delivered — I have both picture and video evidence to support this. Despite providing proof, the issue still has not been resolved by the company. Instead, I was told to check with neighbours and look around other locations, which is frustrating and unacceptable when the delivery was clearly not made. For a company that markets itself as customer-focused, this experience was extremely disappointing. I would not recommend Endy based on the lack of support when something goes wrong.
Staff were friendly and helpful. I like the idea of trying the mattress before making decisions, although I was pretty sure what is was buying based online information and reviews.
Ordered an Endy Mattress to be delivered to my son as a gift and this is how it arrived. Went on the Endy website , but the "AI" chat function is useless and if you have all day to wait there is a phone number there. This is not a review about the product, but a review about the follow-up customer service and the poor packaging.
From the soft lighting to the informative salespeople, the experience at the Endy store was perfect. They addressed our questions, and we were able to try each mattress out for comfort and firmness.
We went into Endy to just look & the sales associate(Rohan) was so good that we bought a king size mattress, pillows & bed frame set. He was knowledgeable, friendly and had a good sense of humour which is great b/c my husband is a jokester. We’re so happy with our purchase & looking forward to getting it soon.
Whenever I read reviews that are so opposite, I have to wonder if everyone is visiting the same location? I went to the Endy store at Sherway Gardens this morning, and I guess I hit the poor customer service experience. I was not acknowledged when I entered the store, and I was the only customer. The staff member was viewing a laptop and at no time acknowledged my presence. I think it would be obvious I was there to perhaps purchase a mattress, which I was. That is what you sell. I approached the salesperson and started to ask my questions. She remained seated throughout the entire conversation and just pointed towards the different mattresses. I knew more than she did because I viewed your website. I left without making a purchase. Now I am wondering should I check out your competitors.
Endy - Toronto Sherway Gardens is a Canadian Mattress store based in Etobicoke, Ontario. Endy - Toronto Sherway Gardens is located at 25 The West Mall, Etobicoke, ON M9C 1B8, Canada.
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