In this exclusive CanadianSME Small Business Magazine interview, Zoha Ahmad, Director of Operations at MattressDirect, shares how a family-run furniture business evolved into a Canadian manufacturer of ViscoLogic mattresses and an agile e‑commerce brand selling on platforms like Temu. From bringing production in-house to support local supply chains to staying hands-on with customer feedback, she explains how a tight-knit team, strong operations, and a “made in Canada” commitment help the company adapt to a fast-changing online marketplace while building a resilient, long-term brand grounded in quality, accountability, and trust.
You grew up around MattressDirect and later stepped into the business full time, starting in customer experience. Can you walk us through the origin story of MattressDirect and ViscoLogic, and how the company has evolved from a local family operation into a Canadian manufacturing and e‑commerce brand?
MattressDirect began as a furniture business, where we initially worked with overseas and local manufacturers, operating primarily through brick-and-mortar stores. As consumer shopping habits gradually shifted online, we recognized the need to evolve alongside them.
As e-commerce grew and regulations changed, it became increasingly important for us to have greater control over our products and processes. We made the pivotal decision to become full manufacturers, producing our ViscoLogic mattresses entirely in our own warehouse here in Canada.
This decision allowed us to support the local economy and strengthen Canadian supply chains, which is important to us as a growing business. By keeping production close to home, we’re able to operate more responsibly, stay true to our roots and stand confidently behind our products.
MattressDirect manufactures ViscoLogic mattresses entirely in Canada while selling through online channels, including Temu. What motivated you to explore Temu as a marketplace, and how has it influenced your reach, sales growth, or understanding of online consumer behaviour so far?
Our decision to become a seller on Temu was driven by a desire to meet customers where they are increasingly choosing to shop, offering us access to a rapidly growing, value-conscious audience.
Since joining Temu, we’ve seen expanded reach and increased brand exposure, particularly among new customers. Local customers are actively looking for Canadian-made products, and being able to offer such on the platform has been a meaningful differentiator for us.
We’re able to quickly test demand, pricing sensitivity, and product assortment at scale. The platform has also supported us to further refine our operational efficiency, positively impacting our business.
E‑commerce is constantly shifting—from customer expectations and logistics to algorithms and new platforms. How do you keep your team aligned, your operations agile, and your decisions grounded in core values like quality, support, and long-term customer trust?
E-commerce is always changing, so staying aligned internally is greatly important for us. We keep things agile by prioritizing close communication between manufacturing, warehouse, and our e-commerce operations. A lot of our decisions are data-driven, but are also based on our day-to-day.
I also actively review customer feedback weekly and pay attention to what customers are sharing that can shape how we operate and improve.
Being a Canadian-made manufacturer with a small, tight-knit team allows us to move quickly, take accountability, and adapt without losing sight of our ability to deliver well-made, reliable mattresses at accessible price points.
As you test new manufacturing machinery and expand capacity, what key trends do you see shaping the future of e‑commerce for Canadian product makers, and how is MattressDirect adapting to stay ahead while still emphasizing “made in Canada” and quality control?
We see the future of e-commerce being shaped by faster delivery expectations and a bigger focus on strong operations over marketing spend. Customers are more informed, more selective, and intentional about supporting brands that align with their values. People want to buy and support local, and platforms are starting to reward reliable sellers that check these boxes.
For MattressDirect that means continuing to invest in manufacturing efficiency, improving logistics, and strengthening our presence on leading marketplaces like Temu.
Things are moving toward a hyper-online, AI-driven world, but everyone needs a mattress. By focusing on Canadian-made quality and building strong, sustainable systems, we’re here for the long run, no matter how the world changes.
For aspiring entrepreneurs looking to launch in today’s e‑commerce landscape, what advice would you offer based on your own journey—especially about balancing marketplaces and direct channels, staying hands-on as a leader, and building a resilient, long-term brand rather than chasing quick wins?
Focus on operations just as much as branding. Long-term success depends on getting logistics, quality, and fulfillment right. Also, partnering with leading marketplaces like Temu can accelerate scaling through access to a growing consumer base, hands-on support, and cost-efficient operations and marketing.
Some memorable lessons have come from solving operational challenges under pressure, where every issue is an opportunity to build stronger systems. E-commerce rewards resilience, adaptability, and a willingness to learn quickly.
Disclaimer:
The views and opinions expressed in this interview are those of the interviewee and do not necessarily reflect the official policy or position of CanadianSME Small Business Magazine. Our platform is dedicated to fostering dialogue and sharing insights that inspire and empower small and medium-sized businesses across Canada.
