Snooze レビュー 76

We bought a Sleeptailer mattress from Snooze Rockhampton last year that costs us around $4500. The mattress we bought from them prior lasted around 6 years and was fantastic, the new one started sagging after around three months. This got progressively worse each month, I reported it to the store Manager, she answered my questions by the book but said there was nothing wrong with the mattress. They firstly delivered it standing upright, tied in the middle with a strap and folded in half so both ends were touching the floor of the truck which I think damaged the integrity of the mattress. Upon my request they came to my house and inspected the mattress for themselves. The “Experts” she sent were the same two delivery men that had dropped it off folded over in the first place. They were both very polite, but the junior member agreed with me that he could see it had sagged but he was quickly stopped from talking by the senior member, they recorded our conversation on their phone. I had several people lie on the faulty bed and they all said the same thing”The mattress was tipping you to the outside edge” Upon my request they sent the mattress away for independent testing and found that “It was within acceptable levels of tolerance” and therefore could not see what my issue was and refused to give me a refund. I am 120kg which is not too heavy as my last mattress from them was great and lasted around 6 years with me at the same weight. I will never buy anything from Snooze Rocky or Snooze anywhere again after their dismissive and unhelpful attitude. They treated me like I was an idiot, but they did it politely, I googled Snooze reviews and found plenty of similar issues with sagging mattresses and poor after sales service and not being willing to take responsibility and give a refund as they should have. I bough a replacement mattress for $1500 less from another well known reseller in Rockhampton and have had not one once of trouble from their mattress. I did not at any time mention to them who I had bought the mattress from, they said it was obvious to them who it would have been and said “Let me guess!!! Snooze??” I declined to answer and let them assume who it was. I told snooze of my conversation with the other mattress reseller and that I did not mention Snooze at any time during my conversation with them, I still have a copy of this email.
and bought replacement mattress from this new reseller with no trouble. “You Snooze You Lose” especially Rockhampton Snooze, stay well clear of them and avoid the dramas we had to go through. This was very unfortunate as our previous purchase from them was very pleasant and as mentioned the previous mattress was great.

We bought a bed from Bankstown Snooze last week. The salesperson agreed to provide a free delivery and installation. The bed is now delivered with no installation. We called back to the saleaperson. He said he cant control it and not his problem. We need to do it ourselves because we do not pay extra. So why you agreed for free delivery and installation. This is the worse service provided from this store. They do not responsible for what they promise and offer. This is the attitude they give out after they collect my money. Can I call this a fraud and misleading? Bad reputation from this store

We bought a queen signature bed, bedside tables and a double st German bed with mattresses recently.
While we are happy with the products the after sale service from the Warrawong store was really poor.eg wrong information about colour choice for St German bed, poor communication about delivery dates, unreturned phone calls and mattress not arriving with queen bed after a phone call two days earlier to confirm the delivery. It was disappointing that this was our experience after significant purchases.

I am writing to express my outrage and disappointment with my recent purchase from Snooze, a Sealy Posturepedic mattress. Despite testing the display mattress in-store and being impressed with its comfort, the new mattress I received was a completely different story. It's been over 60 days, and I've been suffering from excruciating back pain every day due to the mattress's lack of comfort.
I'm left regretting my decision to ignore my friend's advice to choose a Koala mattress. Their 90-day refund policy, with no questions asked, is a stark contrast to the inflexible and uncaring approach of Snooze.

If I had chosen Koala, I would have been able to return the mattress and avoid the countless nights of discomfort and back pain I've endured with the Sealy Posturepedic mattress from Snooze.

Instead, I'm stuck with a subpar product and a company that refuses to take responsibility. The difference between Koala's customer-centric approach and Snooze's neglect is staggering.

The display mattress I tested at Snooze was comfortable and supportive, but the new one feels like a brick. I demand to know why Snooze would sell me a product that doesn't match the one I tested. It's false advertising and a breach of consumer trust.

I've contacted Snooze three times, and each time I was met with a dismissive and uncaring attitude. They refused to refund or replace the mattress, claiming it's a personal comfort issue. I reject this excuse, as the new mattress is objectively uncomfortable and doesn't match the display model.

I demand that Snooze takes immediate action to rectify this situation. I want a full refund and compensation for the pain and suffering I've endured. I also expect a formal apology and a guarantee that steps will be taken to ensure this doesn't happen to anyone else.

To anyone considering a new mattress, I urge you: don't make the same mistake I did. Choose Koala for their exceptional products, outstanding customer service, and commitment to customer satisfaction as backed by my friends own personal experience with Koala.

My review is for Snooze Castle Hill.
The staff at this store were very friendly and helpful.
Thanks to Tania a excellent salesperson who made my bed purchasing experience painless and headache free.
Thank you Tania.

Thank you.

We were so impressed with the wonderful service. Vicki Lauren’s was so informative and very helpful with our purchase. So very happy with our topper. Thanks so much

Snooze BankstownI paid $3100 for a base and mattress.
The sales person told me the delivery men would set the bed up. Then she didn't charge or notarise it on the invoice and that was supposed to be my fault.
When asked one of the delivery men, he said its set up just take out of the box.
I think he enjoyed lying through his teeth to me. It took 3 people to place the base upright after putting it all back together.
When I handed the delivery driver $100 cash he made no attempt to give me the $1 change. Just said thanks and left with a smart look on his face.
Prior to this I was quoted 2 weeks and had to chase it up twice, almost 3 weeks in the end.
Beware lying sales women and dishonest delivery people.
We have spent a considerable sum at the snooze over the years. Never again. And our extended family also. Disgusting.

Brought new matress was called a Slumberland Chiswick Mattress - King / Medium.
Please avoid this matress waste of 1000dollars. Lasted a whole 2 months before could feel springs, looks brand new but cushions are flogged out, have had a matress topper on since then now also needs replacing just wish the matress was better quality from the start. Disappointed.

Had the Mattress since 2018 to present and purchased it from Benson Beds first memory foam mattress we have ever owned and worst ever experience. We called Benson beds who gave us a number for an independent technician who inspected the mattress for a fee we had to pay of £50. The technician inspected the bed doing a few checks and then said the mattress was not faulty. Myself and my wife noticed that the mattress was dipping after not even a year and did not return to its normal position which has caused us back aches and lots of sleepless nights. Would not ever purchase this make mattress again in the future and I believe it has now been discontinued luckily.

We visited a store, spent considerable time talking to store manager about the concern with spending so much on a bed as had issues before with spending a lot of money on a bed that did not suit. And the worry that trying a matress in the shop for 5 or 10 minutes if it was not right. We were told "we can sort something out" if it the bed was not right for firmness. So we spent close to 9k with bed and matress. Once again at check out being told "it will be right" if we are not happy with the matress. We expressed our concerns so many times to be told it will be right. We wait 6 weeks for delivery and then less than a month of using the new bed the parnter starts getting back aches from the new matress and the medium is too soft, trying the firm on my side seems to help. So back to the store to discuss the matter to be told the store manager is no longer there and it is between us and the manufactuer ! No sorry from the new store manager who at the time who was busy with a "customer " and a new sales person left to deal with us. They contact the manufactuer and we are told a few days latter that for close to a thousand dollars we can get the springs changed, but it is between us and the manufactuer (for a brand exclussive to snooze). We try to contact head office to discuss that we were not happy with the way it had been handled and no response from them, but an email from the store manager which you could almost feel the attitude from the store manager as you read the email. No sorry that you were incorrectly informed, but he is the store manager and he makes the decsions and basically we get told it is what it is.. almost a thousand dollars to fix. At the time of purchase I had considered there may be a cost if we need to make some changes but no indication or mention of the cost.. just that they could sort something out.. if we knew it was almost a thousand dollars then we would have shopped somewhere else. One of the try for 30, 60 or 90 days or a few other well know brands that offer a one off change to firmness just pay the freight ( which we were considering before the snooze visit). But the worse thing is the way it has been handled when we went back to the store, a new staff member left to deal with us and the store manager who even once finished with the customers could not be bothered to come over and have a chat. Then the tone of his email.. not a happy experience at all. Shop around as there are lots and lts of bedding stores out there.

Cant believe how rude this person possibly one of the managers was at the Preston Store clearly no customer service skills whatsoever and honestly if I spoke to my customers as I also work in the industry, the way he did I would get fired, how they can get away with the way they speak to their customers disgusting I simply asked as a consumer if I could get my base at a better price purchased in October 28th since I am being charged at 600 and now its 400 and he basically carried on and said that if it was more expensive would you buy it well mate its not what I was asking and as a consumer why would you not do it as good will gesture I haven't had it delivered as yet it really is not a big deal since you really never lose anyway, you might gain something cause now you have gained nothing but a bad review for your business, so that's fine if I cant do it but I don't need his attitude or his issue of getting a rebate. You can simply be polite not be so argumentative and defensive its not the way to attract business clearly he couldn't care less about the company he represents if I will pay my balance which pains me to give my money to them and if i never set foot in that store that is run by sales people that are clueless and don't care about customers is fine by me. Bad bad experience don't go there is all I have to say not helpful just abusive

The Moore Park team were great, young energetic and positive, were aware of the products being sold.

Took time, listened and were responsive

Well done team

I do not normally put reviews up, but I had a terrible experience with snooze Moorabin. I purchased a mattress and 24 hours later called to say I did t want to move forward with the purchase as it was floor stock and I felt uncomfortable with it in my home with current covid and flu seasons.

I was told the below-
Unfortunately your request for a refund is not possible as your decision falls under a change of mind. We will not allow you to refund, - Sara

Please note the The mattress never left the store. The mattress was over sold to me at the store and now I am being forced to take their product. Just beware when buying there! I highly recommend going to a different snooze store . I have purchased several bedroom items from Snooze in the past but never had this terrible customer service.

Hands down I will never purchase from snooze again and will make sure all my friends do the same. Too much competition out there to buy from someone with terrible service!

On Wednesday 10th February 2021 I purchased an Ocean Grove Bedside Table – Whitewash for $499. On Tuesday 23rd February 2021 I purchased an Ocean Grove City Bed Frame – King / Whitewash for $1099, a Sealy Posturepedic Elevate Ultra Majestic Flex Mattress King Single / Medium for $1349, a Protect-a-bed TENCEL Elite Mattress Protector – King Single for $89 and an Ocean Grove Blanket Box – Whitewash for $559 for my bedroom in my unit. I will be looking forward to having a lovely bedroom for when I move into my own unit in March 2021.

I purchased a bed frame 4 years ago and the middle has collapsed due to a design fault. Still under warranty so thought it would be straight forward but after contacting Snooze they state that the bed is damaged and not covered by warranty. The bed frame has a 6mm piece of MDF supporting the weight of the mattress and people sleeping on it and as an afterthought they added a piece of 100mm x 50mm piece of timber on its end to try and support the middle. I gave Snooze the chance to repair bed but were rude in responding emails so will go to NCAT. Snooze are not nice to deal with when you do have an issue so avoid at all costs. Would not recomend to my worst enemy. Disgusting behavior from Snooze, hopefully NCAT will make Snooze do a product recall. Companies like this should not be able to operate.

Avoid!!!! Purchased the butterfly bed and after 5 months the metal frame has completely sheered away. Emailed them for help and got completely ignored. Called but no one answers the phone. Stay clear as they are very poor quality.

I purchased a Tallboy dresser from one of their stores. It's a smoky glass dresser

When I opened the packaging, I noticed that there is a small crack in one of the handles of the bottom drawer.

We took photos and went to the store to notify them of this. We were asked to send an email and they will then forward the email to the warehouse. The store manager's attitude was absolutely horrendous. He doesn't think before he talks to us and is saying they won't refund or replace this and there's no solution available. I reminded him that there is a consumer law here in Australia that consumers are protected by and have the right for refunds, and replacements.

When we called the warehouse the same day, the lady noted that all their staff had COVID but she will follow up with the matter.

We didn't hear anything back for more than a week, so we called the warehouse again. I was transferred to Timothy, who looks after this. He said he will follow up and get back to me.

Two weeks later, still no response from them. I called last week to the store for an answer, and the lady there made false promises that she will follow up. Still nothing till this date

She asked us to send another email, which we did. No email response either

I emailed them again yesterday, and asked them to get back to me by the end of this week. If I don't hear back from them by tomorrow, I will make a complaint to NSW Fair Trading.

i've had enough of incompetent people, who can't even deal with a simple matter of repairing the dress. It's not rocket science

Expensive Junk. Not the same as what's on the floor. Should have read Reviews before purchasing. Out of pocket $1300, mattress so bad it's in the shed. Only used for a couple of moths.
Great Sales, so if you get a great bed you will be happy. But if you get a S*** bed they dodge you, make it a nightmare and impossible to get return/refund.
My sister in law just purchased 2 long singles they are different lengths so don't fit the frames. Another nightmare purchase.
AVOID AT ALL COSTS.

Fantastic customer service Snooze Hoppers Crossing thank you Tony for all your help with my purchase I received my daughter’s study desk and hutch today the quality is very good we are very happy with this purchase

Miserable experience. We ordered a king size bed frame from the South Yarra Snooze on 8 January 2022. When it arrived on 21 March, it didn't fit up the stairs. Okay, our fault. What do we do? The delivery guys say, don't worry, this happens all the time. Just call the store and you can organise an exchange. We'll have to pay for another delivery (fair enough) and a restocking fee (also fair). We accept the order and I then call Snooze.

No exchanges, they say: no restocking fee, nothing. They offer to sell us a new bed, but will not at all help us out with the other one. Their advice: sell it on Gumtree (we've been trying for a month, paying for advertising, and it looks like we're going to lose a ton of money). So now we have these giant boxes all round our living room with kids running around.

On top of that, the tallboy we ordered was broken; one of the back boards had been smashed in. I requested a refund, but Snooze refused, only offering an exchange. But it took them two weeks to get back to me because they had to investigate what happened, and I only heard back because I followed up. They had determined that the tallboy had been damaged in delivery, but what doesn't make sense to me is if they had evidence of damage, why did they deliver it at all? That seems to go against Section 60 of the Competition and Consumer Act 2010: "If a person supplies, in trade or commerce, services to a consumer, there is a guarantee that the services will be rendered with due care and skill."