Madison Grosvenor Queen

Extremely Disappointing Experience – Avoid This Store! – The customer service at Snooze O’Connor (Perth), particularly from [Name Removed] (the owner), has been appalling. Responses were consistently delayed, unhelpful, and often abrupt or rude. We purchased a $4,000 firm Madison Grosvenor mattress based on the Snooze Profiler system, staff recommendations, and the in-store sample. However, the mattress delivered feels nothing like the demo we tested.

Despite following the advice to allow 3–4 months to adjust and for the mattress to ‘break in,’ the experience has been nothing but frustrating. [Name Removed] and his staff suggested jumping on the mattress to soften it—a method the manufacturer explicitly warned could void the warranty. To make matters worse, [Name Removed] offered an old second-hand doona as an underlay to replicate the in-store sample, which was frankly laughable.

Another so-called resolution was to pay an additional $1,000 to have our new mattress rebuilt, an unacceptable suggestion for a brand-new purchase.

Even after 12 months, we are still waking up every day with sore backs, shoulders, and necks.

To date, no resolution has been provided. We are extremely unhappy with both the product and the service. Avoid this store at all costs!

Hard tiring sleep – This mattress doesn’t even deserve 1 star. We bought this mattress in January 2023 and it was terrible from the start. It was nothing like the one I tested in store. When I spoke to the store they told me that it will take 60days to “break in”. My side of the bed was never “broken in”. It is still extremely hard and uncomfortable to sleep on. My husband’s side has a huge dip in it. So if you can imagine down the middle of our bed we have a “cliff like” edge. This is the worst mattress I have ever had. My back pain is even worse now than in my old mattress. It feels like I’m sleeping on a hard surface not a comfy bed. Usually people get excited and can’t wait to climb into bed after a hard day and feel your body just melt into the mattress, not here! So disappointed!!! Now I have to buy a new mattress and it definitely will not be a Madison Grosvenor or Madison in general.

Let down – Did the bed test and this was the more expensive choice. A cloud year 1, ok year 2, terrible dips year 3 - enough to cause chiropractic issues. Incredibly heavy too!

Sagging and back pain – I bought a Queen bed Grosvenor mattress worth $2500. Medium. After less than 2 years, it is sagging on both sides. I feel that I am falling into a sink hole.My partner has terrible back pain.

Terrible mattress! DO NOT BUY – Would never buy another one. Terrible service, Terrible mattress. Have had to replace only 3 years after purchasing. The mattress has sagged, they are refusing to come and inspect. Rude and unhelpful. Hard and uncomfortable. Have developed neck and bad issues from sleeping on this bed. Sleep quality has reduced.