Madison Times Square

I walked in to SNOOZE ERINA on 14 August, and said I was interested in a latex mattress. I was told there was very little option in that regard, and the salesperson then showed just a couple of inner spring mattresses, having expressed my needs and wishes. This particular one seemed to address the particular back issues issues I have, and so I… Read more

agreed to purchase it as it fit my expected price range. Terms & Conditions were not discussed at all, I was not asked to agree to the T&C, and I did not think to ask. All I signed was the Invoice receipt having paid by credit card right then and there. The mattress was delivered from the factory and I then slept on it, just myself, for 29 nights. By the third week I was feeling concerned about the mattress sagging in the middle. After 4 weeks I found I could not get comfortable at all, and this was now exacerbating my back pain rather than alleviating it. So I returned to Snooze Erina on 15 September advised the mattress was faulty, not fit for purpose, and I asked for a refund. The proprietor immediately bristled and insisted that the T&C must be followed, and the mattress needed to be sent interstate to the factory for assessment. I agreed to all of that, of course don’t take my word for it. Furthermore, the T&C did not cover refund. only repair or replacement. I replied that I am not satisfied with the product, and that I do not have faith that either option would be a satisfactory solution. I insisted that under Australian Consumer Law I am entitled to a refund for a product that is demonstrably NOT fit for purpose. We sat facing each other across a desk, I spoke calmly and evenly, insisting that it is a legal obligation to a provide a refund. No, the T&C must be adhered to. At a certain point, the proprietor stood up, raised their voice, shouting insistently I was being abusive. and that I should leave the shop. This was a surprise, as I had continued to speak evenly and calmly, remained seated, had certainly not said or done anything of a personal or offensive nature. And here they were standing and yelling abuse at me. I realised that this person might “get ugly” in some manner, so I got up and left. As I left I said I would consult Fair Trading, which I have done subsequently. The ensuing week has been an email trail between myself, Snooze Erina and the manufacturer. I have explained in detail how I cannot logically be obligated and agree to a set of T&C that I was not aware of. This has not gone over well. The proprietor first absolutely insisted the mattress should be collected, so having removed it from my bed, I advised it was ready to be picked up. Then when I insisted I am not obligated to the T&C and do not wish for a repair or replacement, they decided that it would not be picked up. The next day they surprised me and advised it would indeed be picked up. I reaffirmed my point of view, with careful explanation. They followed up that the mattress would not be picked up. Ultimately, I was told “the T&C is available on the company website for anyone to see”. I replied that I had not had any reason nor had been advised to visit the company website. And in any case, was never given the opportunity to know such a thing existed, let alone to review and agree to the T&C.

I was also advised at the time of sale that it had been reduce 50% from $5000. I paid little heed to that at the time, but now am led to think: What is wrong with this product that it was obviously not moving at that price, and clearly now they are keen to move these out a dramatically reduced price. This easily leads one to then think that perhaps there is something not right about it, and so I certainly wouldn’t want another one. That seems a fairly rational decision to make, in hindsight.

So the proprietor is now not abiding by their own T&C, which they otherwise insist is absolute. The proprietor is not acting in accordance with the law, and is refusing to accept the return of a product that is clearly faulty and not fit for purpose. They advised me that they had raised an internal incident report. I then replied that in addition to having already lodged my complaint Fair Trading, I had also now raised a complaint with Snooze, citing the internal incident report, and willing to forward all email correspondence in regard to the matter and willing to answer any queries that Snooze might have. So here we are. I stopped sleeping on that mattress on 15 September, and ironically, I am comparatively far more comfortable on a different mattress that we purchased from the same shop around 12 years ago. Given this somewhat traumatic experience, I will absolutely not do business with this company ever again. I will pursue to the extent of the law that they are in the wrong and that I have the right to demand and expect a refund. TERRIBLE SERVICE. AGGRESSIVE & ABUSIVE PROPRIETOR.

IN REFERENCE TO ALL OF THE NEGATIVE REVIEWS REGARDING CUSTOMERS COMPLAINING OF BACK PAIN WITH THE 'MADISON TIMES SQUARE (Adjustable) MATTRESS:- Firstly I'd like to say that I was about to write my excellent review on this mattress. However I saw that there were so many negative reviews here about people developing back pain. I decided to do some… Read more ·  1

research on this mattress and buying any mattress in general to assist potential customers in making the right decision. Most importantly, to convince people that this mattress is of exceptional quality and far out weighed my expectations of extreme comfort - I'M ALMOST 60, I HAVE SUFFERED FROM CHRONIC BACK PAIN DUE TO SPINAL STENOSIS AND ARTHRITIS FOR 15 YEARS AND I USED TO WAKE UP CONSTANTLY DURING THE NIGHT WITH MY SEALY POSTUREPEDIC 'MEDIUM' MATTRESS (which I had unfortunately put up with for 10 years). BUT SINCE I HAVE PURCHASED THIS MATTRESS, WHICH I CAN ONLY DESCRIBE AS PURE INDULGENCE, I WOULD HAVE TO SAY THAT MY BACK PAIN HAS IMPROVED BY AROUND 70% DURING THE NIGHT IN JUST 9 WEEKS (and I feel a lot better during the day because I've had a much better quality nights sleep)‼️ MY MOTHER BOUGHT THE SAME BED AS I DID AND SHE IS OF THE SAME OPINION AS ME, SHE ABSOLUTELY LOVES THIS MATTRESS. I have put quite a bit of time into preparing this review because I strongly believe that this mattress is of the highest quality and is extremely comfortable and has honestly left my mother and I with much more comfort, including a better sleep and much less pain to live with: I COULD NOT PRAISE THE 'SNOOZE' TEAM ENOUGH IN HELPING US BOTH CHOOSE THE PERFECT MATTRESS TO SUIT OUR SPECIFIC NEEDS. I BELIEVE THAT ALL THE PEOPLE HERE THAT HAVE WRITTEN NEGATIVE REVIEWS ABOUT THIS MATTRESS CHOSE THE WRONG MATTRESS TO SUIT THEIR SPECIFIC NEEDS. YOU CANNOT JUDGE A MATTRESS BY READING SOMEBODY ELSE'S OPINION - EVERYBODY IS DIFFERENT AND I HAVE TAKEN THE TIME TO WRITE THIS REVIEW TO PROVE TO PEOPLE THAT YOU CANNOT CHOOSE A SUITABLE MATTRESS TO SUIT YOURSELF FROM SOMEBODY ELSE'S OPINION - YOU NEED TO TRY IT FOR YOURSELF AND MAKE YOUR OWN MIND UP‼️ YOU ALSO NEED TO TAKE YOUR TIME IN CHOOSING THE RIGHT MATTRESS FOR YOU AND YOU NEED TO TAKE TIME IN ACTUALLY RESEARCHING THE MATTRESS ITSELF BEFORE MAKING YOUR FINAL DECISION. BUT LUCKY FOR YOU WHO IS READING THIS, I HAVE DONE ALL THE RESEARCH YOU NEED FOR YOU THAT YOU NEED TO KNOW IN CHOOSING THE RIGHT MATTRESS FOR YOU. You can't choose a mattress that you're going to use for 10-15 years by laying on it for 5 minutes! I decided to do this research to help people understand more about not only considering purchasing this particular mattress, but purchasing a mattress in general. My mother has a lot of fluid retention in her legs and bad feet from her diabetes. With this adjustable mattress, she sleeps comfortably with her head slightly tilted upwards and her legs tilted upwards which helps dramatically with the burning sensations in her feet during the night, which has drastically reduced since she got the mattress, along with helping reduce the fluid buildup in her legs and feet. I suffer from arthritis as well, in both my knees and lower back. I also suffer from lumbar spinal stenosis, scoliosis of the spine, spondylosis in my neck which has had surgery requiring a disc replacement, along with sciatica in my right hip and thigh with pain into my calf muscle, as well as fluid retention in my legs; and last but not least, I also suffer from sleep apnoea. So being able to tilt my mattress up slightly (even though I use a CPAP mask), my neck feels much more comfortable and I am breathing much better, feeling more refreshed in the morning. I do not wake up stiff and sore as this bed is the most comfortable mattress I have ever slept on in my entire life, my mother has also said the same thing. She loves her mattress too. I have to say that both of us strongly believe that this mattress has been an absolute godsend for both of us. We got our beds at SNOOZE, on Sale WITH A GREAT DISCOUNT TOO BECAUSE WE BOUGHT TWO OF THESE MATTRESSES AND TWO BED FRAMES; and neither of us have felt better after a good night's comfortable sleep. My mother is almost 80 and as I said, I'm almost 60 and we both suffer from arthritis and back pain. We were recommended this bed by the 'Snooze' team to help eliminate our back pain and assist our physical conditions and increase our comfort levels. Due to both my own and also my mother's debilitating physical conditions and individual needs we were recommended that the Firm mattress would suit both of us better than a softer Plush or Medium mattress. I believe a lot of people think that by buying a softer bed in Plush or Medium that they will be more comfortable. However depending on your sleeping position and your body shape, as well as your weigh, a softer mattress may not be suitable in keeping your spine in the correct alignment - which then naturally causes back pain and makes back pain even worse for those who already suffer from back pain. If your body shape or sleeping position is not suited to a soft mattress of course you are going to suffer from back pain - and I think that is where a lot of these negative reviews have come from - because people have chosen the wrong 'feel' for their mattress or the wrong type of mattress, then they blame the mattress for being poor, instead of blaming themselves for making a poor decision by choosing the wrong type of mattress that doesn't suit them correctly. I have to say the 'Snooze' team did a fantastic job in helping us choose this particular mattress because it actually has eliminated a lot of our pain and discomfort and increased our comfort in bed dramatically‼️ HOW TO MAKE THE RIGHT CHOICE FOR YOUR INDIVIDUAL NEEDS: Making a mattress purchase can be a big financial expense, sometimes costing many thousands of dollars and you'll need your mattress for at least 10 to 15 years before replacement is needed, so making your choice in the right way is extremely important. Most people will go into a store, lay down on a few different mattresses and try them for 5 minutes each, getting information and feedback from the sales person before making their final decision or simply buying a particular mattress because it's on sale; or even choosing a mattress because they have read good reviews - that doesn't mean it will suit you though. Or on the other hand, avoiding a mattress because of negative reviews when it actually may be the very best mattress suited to you, just like this mattress has suited my mother and I perfectly and the other half of the reviewers here as well. Don't rush your decision take your time. Major Australian bedding retailers and consumer advocates recommend spending at least 10 to 15 minutes per mattress when testing them in-store. Industry guidance and consumer habits point to a typical in-store visit breakdown: RECOMMENDED TIME PER MATTRESS: Spend at least 10–15 minutes lying down in your normal sleeping position to properly gauge spinal alignment and pressure points. RECOMMENDED TIME PER STORE VISIT: 45 minutes to over an hour is recommended, as shoppers generally compare a short list of 3 to 5 different mattresses before making a final decision. You don't have to rush into the sale within an hour of walking into a store and trying a few mattresses, then making an on the spot purchase which you later regret. Go home, do some thorough research on the mattress itself, read reviews carefully - but don't take them all at face value. Remember everybody is different, that's why there are so many different types of mattresses, because there is no one size fits all‼️ I highly recommend doing as much research as possible on the mattress you are considering buying - before your purchase. You can always spend a few hours looking around trying various mattresses, making a shortlist, then researching those mattresses thoroughly before returning to the store and trying the mattresses out again; before making your final decision: Remembering that you cannot always go by other people's reviews because everybody is different and everybody's sleep positions and comfort levels are different. Don't rush into it, as I said, it is a major financial purchase and you don't want to end up wasting your money after finding out your mattress is not suitable for you. Think carefully about your decision. You will be spending a fair bit of money and about 1/3 of your time on your mattress. So - "SLEEP ON IT" the store will still be there tomorrow; and after you have done your overall research, you can then go back to the store again and have a second try on each mattress so you can make a more thorough and informed decision. DO YOU REALISE HOW MUCH TIME DURING YOUR LIFE YOU ACTUALLY SPEND IN YOUR BED⁉️ HERE IS A BREAKDOWN OF THE AVERAGE TIME A PERSON SPENDS IN BED⁉️ AVERAGE TIME SPENT IN BED:: An average adult spends about 3.3 to 4.2 years (or roughly 1,200 to 1,500 days) in bed over a 10-year period. Sleeping about 7 to 8 hours a night means you spend roughly 3.3 years of a 10-year span asleep (about one-third of your time). WAKING REST AND ACTIVITIES: Adding time spent trying to fall asleep, reading, or watching TV in bed can push the total closer to 4.2 years (42% of a decade). SNOOZE IS A HIGHLY RATED MATTRESS RETAILER: They are best for targeted, high-tech fitting. They use the proprietary 'Snooze Profiler Technology' to map your pressure points. This helps you choose between luxury lines like Madison, Slumberland, and Tempur. Unfortunately, the Snooze mattress store does not offer a free trial period or a comfort return guarantee on the Madison Times Square mattress or its other traditional in-store mattress ranges. Instead of an at-home trial, customers are encouraged to test the mattress in person and use their tools like the in-store 'Mattress Profiler' technology to find a suitable feel (such as plush, medium, firm, or ultra-firm). The "Snooze Profiler Technology" is a diagnostic system used in Snooze showrooms to take the guesswork out of buying a mattress. Instead of blindly lying on dozens of beds, you lie on a specialised diagnostic test bed equipped with built-in sensors. The information below explains exactly how the technology works to profile your body: Pressure-Point Mapping: As you lie down in your typical sleeping position, the test bed's computer sensors measure exactly where your body exerts the most force on the mattress (typically the shoulders, hips, and lower back). Real-Time Data Collection: The system generates a visual, color-coded heat map of your body. Red and yellow zones indicate high-pressure areas where blood flow might be restricted (causing you to toss and turn), while blue and green zones indicate optimal weight distribution. Scientific Matching: The software cross-references your unique pressure map, body shape, and alignment data with Snooze's mattress inventory. Personalised Recommendation: Within a few minutes, the system recommends a specific category of mattress firmness (e.g., plush, medium, firm) and support style that will keep your spine in a neutral, healthy alignment. It is designed to give you an objective, data-driven starting point so you only spend time testing physical mattresses that are structurally suited to your body type. BACK TO THE ISSUE OF 'POSSIBLE' BACK PAIN WITH THE MADISON TIMES SQUARE MATTRESS: Back pain can develop with this mattress if you have purchased the Plush or Medium mattress. A FIRM MATTRESS is recommended for people who suffer back pain or to prevent developing back pain. Lower back pain can also occur when the mattress is used in the incorrect position, such as using the mattress on a completely flat bed base or ensemble. I've read plenty of negative reviews on here with people using this 'adjustable' mattress on a flat base. It is made as an 'adjustable' mattress for a reason, it is meant to go on an adjustable base so you can adjust it to your personal needs for the best comfortable position that suits you. WHY YOU SEE SO MANY NEGATIVE REVIEWS ABOUT THE MADISON TIMES SQUARE MATTRESS: You do not need to panic about online reviews mentioning back pain. Mattress satisfaction is highly subjective. In most cases, reviewers who experience back pain on a firm mattress fall into one of two categories: Side Sleepers: A firm mattress does not give enough pressure relief for their shoulders and hips, leading to misalignment and pain. Adjustment Period: It takes 14 to 30 nights for a new mattress to "break in" and for your body to adjust to a new support structure. You may feel slight stiffness during the first week, which is entirely normal when purchasing any new mattress. It takes time for your body to adjust and time for the mattress to 'break-in'. As the Madison Times Square mattress is an 'adjustable mattress'. It is highly recommended to purchase the adjustable mattress base to get the most from your mattress and find the best position to suit you personally. The combination of a Firm mattress and an adjustable electric base is excellent for back sleepers suffering from back pain. Firstly, The Madison Times Square Mattress uses a dynamic 7-zone copper pocketed coil spring system alongside a comfort structure of natural latex, cooling gel foam, and memory foam. 1. Quilting & Comfort Layers: Blends of silk, wool, Ecolife natural latex, premium gel foam, and memory foam. 2. Spring System Dynamic 7-Zone Copper Coils: The mattress relies on individual pocket springs engineered in Germany. Because the base relies on a pocketed coil system rather than solid blocks of foam, air can flow freely through the lower section of the mattress. This structural airflow helps flush warm air out of the mattress as you move. 3. 7-Zone Support: The copper infused coils are divided into seven distinct zones to target different parts of your body, providing firmer or softer support where needed; with elements for enhanced durability and responsiveness. 4. Upper Pillowtop Support, Quilting Comfort and Outer Cover Surface Area : The top layer features a plush pillowtop design covered in a high-quality European soft, breathable stretch-knit fabric. This allows heat and moisture to vent away from your skin, preventing the initial trapped-heat feeling common with basic mattress covers. 5. Natural Latex: Medium and firm models include an edge-to-edge Ecolife natural latex layer to contour to the body. 6. Gel and Memory Foams: Premium visco-elastic memory foams and gel-infused foams sit in the upper comfort layers to cushion pressure points and regulate temperature, the gel infused foam help keep the body cooler with the mattress pillow top surface being more 'breathable'. Standard memory foam notoriously traps body heat. To combat this, the Madison Times Square Mattress infuses its upper memory foam layers with gel, which also acts to absorb and redistribute surface warmth. REGARDING BODY HEAT AND COOLING WHEN CHOOSING A MODEL IN THE MADISON TIMES SQUARE MATTRESS COLLECTION: While the Madison Times Square mattress uses multiple heat-disbursing materials, real-world data from verified reviews shows mixed experiences: The softer "Plush" will naturally feel warmer. A softer mattress allows your body to sink further into the foam comfort layers. This creates an insulating "hug" effect that blocks airflow around your body. While the "Medium" or "Firm" will feel cooler. These options use less sink-in foam and incorporate the temperature-neutral natural latex layer, helping you stay elevated where the air can circulate. HOW USING THE MADISON TIMES SQUARE MATTRESS CORRECTLY HELPS YOU PREVENT BACK PAIN AND NOT CREATE IT: When you choose a Firm feel in the Madison Times Square Collection, it ensures that your hips and pelvis will not sink too deeply into the comfort layers. This alignment is critical for preventing lower back pain, as it keeps your spine in a neutral position throughout the night. HOW TO USE YOUR ADJUSTABLE BED BASE TO EASE YOUR BACK PAIN OR PREVENT BACK PAIN FROM DEVELOPING: If you have an adjustable electric base, you have a major advantage. To alleviate back pain, you can try using these two positions rather than sleeping completely flat. THE ZERO – GRAVITY POSITION: Elevate your head slightly and raise your knees just above heart level. This mimics weightlessness, takes 100% of the pressure off your lower back, and instantly decompresses the lumbar spine and sciatic nerve. Slight Head & Foot Elevation: If you prefer a flatter feel, just a 10-to-15-degree incline at both the head and feet will still significantly reduce lower back strain compared to sleeping completely flat. The Madison Times Square mattress (when paired with an adjustable base) is best suited for back sleepers and side sleepers to eliminate back pain. It is generally not recommended for stomach sleepers using an adjustable base. How the mattress performs for each sleeping position depends on the design and mechanics of adjustable sleep systems: BACK SLEEPERS (Best Match): Back sleepers reap the maximum back-pain-relieving benefits from this setup. The Perfect Position: Back sleepers can utilize the 'Zero Gravity' position (elevating the head and knees slightly). This tilts the pelvis and flattens the lower back against the mattress, The Mattress Benefit: The Madison Times Square features a dynamic 7-zone copper pocketed coil support system. When reclining on your back, these targeted zones provide firmer support under your hips and softer contouring under your shoulders, maintaining perfect spinal alignment. SIDE SLEEPERS (Great Match): Side sleepers can find substantial relief from both back and hip pain with this mattress. The Perfect Position: Side sleepers can use a gentle contouring position—raising the head slightly and putting a micro-elevation on the feet. This prevents the torso from twisting and reduces pressure on the shoulders and hips. The Mattress Benefit: Side sleeping requires a mattress that can absorb heavy pressure points. The Times Square mattress uses layers of natural latex and premium visco-elastic memory foam to cradle the hips and shoulders, preventing the misalignment that triggers lower back pain. STOMACH SLEEPERS (Not Recommended): If you suffer from back pain and sleep on your stomach, an adjustable mattress is not the right choice. The Problem: Elevating either the head or foot of an adjustable bed forces a stomach sleeper’s spine to sag downward into a deep, unnatural arch. This hyperextends the lumbar region and severely worsens lower back pain. The Mattress Fit: Stomach sleepers need a completely flat, highly supportive surface. NOTE: While the Madison Times Square comes in Plush, Medium, Firm, and Ultra-Firm feels, its Ultra-Firm model is explicitly not compatible with adjustable bases because the structure is too rigid to bend safely. Tips for Choosing Your Firmness: If you choose to move forward with the Madison Times Square mattress on an adjustable base, select your firmness based on your posture: For Side Sleepers: Opt for the Medium feel to ensure your shoulders and hips can sink in enough to keep your spine straight. For Back Sleepers: Opt for the Firm feel to prevent your pelvis from dipping too deep, which keeps your lower back well-supported. As I suggested, take your time to test this mattress if you are considering buying one. Use the 'Snooze technology bed' to help you in choosing the right mattress for you. You can't always tell by other people's opinions you need to make your own. It suits some people perfectly, but not everyone. However, that is the same with every mattress. CHOOSE RIGHT AND 'SNOOZE' RIGHT‼️ THEN YOU CAN'T GO WRONG‼️

Developed significant lower back pain in the 4.5 months since buying this mattress. Nothing else has changed in my life. The pain is at its worst in morning when i wake. This morning I can barely walk. Went away for 5 nights and back immediately improved. Returned to this awful mattress and pain returned. Wish id read reviews before buying as I… Read more

would never have bought if i had so hoping to help others. Haven't looked into the return yet. By the sounds of other reviews its not going to be easy.

Very comfortable – We are loving our medium Madison mattress. So comfortable and our sleep has certainly improved. Great customer service from the team as always. Show details ·  1

Excellent – Very comfortable and supportive mattress. Excellent value for money. Feel that I sleep for longer periods before having to roll over or move position. Show details ·  1

Comfy & supportive – This mattress has been really good on my body as it offers that support and comfort I needed . I always look forward to getting into my bed at the end of a long day. Show details ·  1

In 2021 we had a terrible experience where Snooze refused to honour the warrant on our Slumberland Somerset King purchsaed in 2016. We attended the Artarmon store and were instead offered a discount on the Madison Savoy to settle our claim– $5.5K!! However, we just should have stayed away from Snooze and the rubbish they sell as once again after only 5 years this premium mattress is unsuable as it has a big depression in it. Show details

Purchased: just under 2 years ago I purchased this mattress less than two years ago, and despite extremely light use, it has already developed a very obvious sag on the sleeping side. This is not what I would expect from a mattress at this age, at this price point, with this level of claimed durability. I contacted the company to begin a warranty… Read more

claim. Unfortunately, the response I received was extremely disappointing. Because they identified very minor staining from normal life (this has absolutely nothing to do with structural sagging), they are now requiring me to pay out-of-pocket for professional sanitisation prior to them even accepting the mattress for inspection (which I was prepared to do…..until I read on) — and then an additional $176 just to transport the mattress to them to investigate whether the sag is a manufacturing defect. Only if they themselves agree that it is a manufacturing defect would the transport charge be refunded. If they decide it is not, I lose the money. In addition if they find an issue and go ahead and repair it, then I am also liable for the cost of repair. So I am now being asked to pay simply to have them look at a mattress that is failing well within the warranty period. I find this requirement unreasonable and ethically concerning. Sagging in under two years, with minimal use, should not be happening — and shifting the cost / risk / burden of warranty investigation onto the customer is not the level of support I expect from a company in this industry. I am posting this review so other consumers are aware of how warranty handling is being managed. I am still hoping this can be resolved fairly — but at this stage, based on the current response, I cannot recommend this product. I am in the process of escalating this issue to Consumer Affairs and will update this review with the outcome and anything further.

I’ve used this mattress for just over a year now, and by far this is the worse and most uncomfortable one I have ever slept on, I suffer from scoliosis. The snooze manager reassured me that this mattress will help with my back pain hence why I bought it. But a year later, I went to my chiropractor to get my back checked after from not seeing them… Read more

for a year, and within a year my chiro had told me my scoliosis went from mild to moderate. I have been seeing this chiro on and off for years now and told me that my back has significantly gotten worse from such a short period of time and I believe it’s from this mattress as I wake up in the middle of the night with so much pain, always tossing and turning to get comfortable again. When I’m away on holidays surprisingly those crappy cheap hotel mattress are so much more comfortable than this expensive one as I don’t wake up in pain in those hotel beds.. and that just says a lot about this mattress. I am only 22 years old and should not have this many pain issues while sleeping. I’ve now had to buy a new mattress. I’m beyond disappointed with Snooze and their team, making us believe that their mattress will solve all of our problems, but people these days just say whatever they can to get commission and income. Can’t trust anyone’s words these days. I’m sorry for anyone else who had to go through this.

My Wife and I purchased the Madison Medium Times Square from Snooze , Marion , South Australia. First couple of weeks sleeping on this mattress my wife and I have had serious stiffness and pain in neck and back / shoulders. It is reassuring to see how many other customers have rated this 1 Star and have essentially said the same thing . … Read more

@Madison it is time to take responsibility for how poor this product is and stop coming across sarcastic to customers who are in serious pain after using this mattress .

Our last mattress from another supplier lasted 7 years before needing replacing.

This mattress is terrible . We dont mind spending money on quality. But this is not quality .

You should personally be offering customers to return the mattress for full refund if you are so confident in your product .

But you will not offer that because many people would be asking for a refund.

You are handling this poorly .

Seeing how you have replied sarcastically to every customer who is clearly in pain .

I bought this mattress from snooze 2 years ago after being recommended it by a staff member in store. Mattress in store was comfortable but after arriving at home felt nothing like in store. I knew it would take time to get used to so flipped the mattress every month as instructed . After a week I started experiencing extreme back and hip pain… Read more

and started visiting chiro and even a spine specialist but still the pain continued. Last month I went overseas and after the first night away in a different bed I realized I had had my first uninterrupted nights sleep in years. Not woken every time I turned in bed from pain. After 3 weeks away on holidays I had the best sleep in years over 3 different hotels and I started to think maybe it was the mattress and not just old age. I came home slept back in my bed first night and pain was back so next night climbed into spare bed and pain went away. I started to actually look at the mattress and noticed it sagged in spots. I contacted snooze who on forwarded my compliant to future sleep. They contacted me and came and picked up mattress for assessment and returned . Assessment showed no manufacture faults so tried mattress again after three weeks of pain free sleep in a 20 year old mattress and woke up this morning with incredible back and hip pain. As the mattress is said to have no faults I am now left with a mattress I cannot use and will have to purchase a new one or resort back to the 20 years old mattress it replaced. Buyer beware. If you want a huge expense of this bed, chiro, massages and back specialists then go ahead and buy this mattress but if not I suggest buy anything but it. I wish I had read reviews before I ever bought the worst investment of my life which for the past two years has contributed to extreme pain and expense of back specialists which I would never have needed. If I could review this mattress as a zero I would. If anyone’s considering buying one after reading all these terrible reviews reach out to me and you can have mine for free as future sleep or snooze won’t exchange and I wouldn’t sell it for a $1 as it’s a worthless piece of junk.

A nightmare: I spent a long time in Snooze at Highpoint trying out this mattress, 15 or more minutes lying on each side, with much encouragement and assurance from the staff. So I paid $2,317.00 feeling certain it was an appropriate mattress for me. It wasn’t! The first night I woke after a couple of hours with a very sore lower back. I got up… Read more

and thinking it might help, changed the mattress protector, from the one Snooze had given me, to my old cotton one. The next night was no better and my back got a lot worse- I was in pain- sending me off to the chiropractor the next day. In desperation, and in some panic, I managed to get in contact with Encore Delivery, to retrieve my old mattress. (Thank you Encore). But I had to sleep two more nights on the Madison until my old one arrived, and each night was an absolute misery, requiring yet another trip to the chiropractor. Because I bought in store there is no return and I am left with an expensive mattress that I can’t use. I have, because of travel for work and holidays, slept on many mattresses and never has one caused me pain like Madison Times Square did.

We bought this mattress (medium) in Jan 2025 and have made several complaints to Snooze about its quality. This mattress currently has 52% negative reviews on productreview.com.au, which suggests widespread issues with a number of consumers. Despite the 'sample' mattress in store feeling comfortable, the mattress we received is uncomfortably hard… Read more

and causes back and hip pain. Despite our complaints, Snooze says the mattress is 'not defective' and has not offered any remedy, other than asking us to pay more paying to have the mattress altered. An incredibly disappointing customer service experience - clearly, Snooze does not care about customer satisfaction at all.

My husband and I both have severe back pain and can hardly walk in the mornings after spending around $3000 on this mattress a year ago. We were hoping it would get better but it now has a lump in the middle as well. We followed all the instructions to rotate the mattress etc. It has never felt like the one in the store but we were told it would… Read more

break in, we are extremely disappointed and have reached our last straw with it. The shop said ‘we can’t predict how different people will respond to different surfaces’. Having very bad sleep and waiting for it to be light in the mornings so that we can get up and out of the hard and painful bed. It is hard to roll over in and the most uncomfortable mattress we have ever slept on.

Do not buy from a traditional mattress store. Unlike ANY online mattress store, Snooze DO NOT have a comfort guarantee and don’t accept returns. After using their machine in store, we were recommended the Madison Medium feel mattress You can lay on a bed for 2mins and yeah it feels nice…but you can’t know until you get a couple weeks to try it… Read more

out.

My partner and I have CRIPPLING back pain from our Madison. We have tried it on a frame, on the floor, with a mattress topper, flipped every way (including upside down haha) it is UNUSABLE!

Snooze have a strict NO RETURN policy. They will offer a warranty repair if you can show using photos with a stick over the mattress that it has collapsed..but that’s not the issue. And they know that. It’s the support offered by the mattress itself.

Given you are offered a mattress based on their own assessment of the support it will provide, there is a clear case that you are sold something under their advice which is not fit for purpose, doesn’t meet expectations and doesn’t align with the product description. A return is supported by law.

I have opened a case with consumer affairs against them.

Just go try a couple mattresses from Sleeping Duck, Ecosa etc. if it it’s not for you…just return it…easy as.

Comfortable but doesn’t last – We bought this mattress 8 yrs ago. Over the last 2 yrs it has body indents in it in both sides. Neither my husband or I are large people. Our last couple of mattresses have lasted better than this one. It gets regularly rotated and has the correct supporting base. I have had back surgery and it has served me well. It is very comfy and happy… Read more

with the edge guard. It’s time for a new mattress. I know mattresses aren’t made to last forever and as comfortable as it is I won’t be buying another Maddison as a replacement.

Back pain and sagging – Firm to start. After about 3 weeks we began to have back pain and sagging of the bed. Requested a refund- they coerced the wife into replacing the bed. Same issue again with back pain and sagging of the mattress. All correct rotation/Maintenace practices adhered to. Waiting on a reply for full refund and remained of this faulty, substandard… Read more

mattress. Note: 4 night stay in a hospital plastic covered foam mattress provided me with a better nights sleep!

Wouldn’t even give it half a star – Supportive: 0 Pre Back/ Health Issues: 0 Current Back Issues: 100000% I have never felt so much agony through my back and hips since sleeping on this mattress. My boxed Koala mattress was better. Durable: 0 I have maintained this by doing what the sales lady said, rotate weekly/ fortnightly. It’s evident that there is prominent sagging and unevenness. Do not review until 3 - 8mths in. Show details

Best mattress I've ever had! – Fantastic Australian made product. Very supportive, don't get disturbed by my partner tossing and turning anymore. Very comfortable. Show details ·  1

Best Mattress ever – The mattress is amazing. I have never slept better, most supportive and comfortable. I would definitely recommend this to someone else, since owning this mattress my back pain has disappeared. The mattress is very durable and has maintained its shape and firmness Show details ·  1

10/10 Quilty and comfort – Had my time square for 2 years and it’s been amazing since the day I brought it. Can really tell the quality bed Has no signs of body impression , considering I almost never rotate it like was recommended to when brought. my partner is a hot sleeper and he says he doesn’t feel hot and stuffy in my bed compared to his own. Overall a great mattress Show details ·  1

Much improved sleep – Totally love this mattress and it is really comfortable and supportive. I shopped around trying several mattresses before buying this one. With old mattress getting a good nights sleep was challenging, now my quality of sleep has improved immensely. Getting more than 6 hours sleep each night and waking up feeling refreshed. Mattress is absolutely durable and has definitely not lost its shape or firmness and no sagging. Show details ·  1

Most comfortable sleep ever! – Incredibly comfortable mattress - perfect combination of support with soft topping. Like sleeping in a cloud... the Madison Times Square delivers a wonderful night of sleep. Show details ·  1

Reasons for a goodnights sleep – The mattress is extremely comfortable and very supportive which allows for a goodnight sleep. I am now getting a good quality 6 hours sleep compared to 4 on my old mattress. Mattress is definitely durable and long lasting. It has kept it shape and is rotated regularly. Show details ·  1