Slumberland Somerset King

Terrible - do not buy, no support, snooze to do NOT honour warranty, caused both my husband and I back pain – We bought this mattress in 2016. My husband and I have been having serious back pain and have spent hundreds of dollars on physios, MRI’s and doctors, with no apparent cause since the second half of 2020. I noticed there was a depression on my husband's side, we bought a new mattress - his dizziness has been resolved. On 1 May we were told if the… Read more

mattress had sunk 3cm it would be a warranty claim and a new mattress would be supplied. On 11 May I contacted snooze and tried to organise to return the faulty mattress to the store as per representations on their website: "To claim under a Warranty or a consumer guarantee, you must return the product for repair/inspection to your store of purchase, and pay for the associated costs (including any freight and insurance charges), unless these costs are significant in which case we will arrange for the product to be assessed either at your premises or ours at our cost. We will assess the product to determine the nature of the issue, whether you are entitled to a remedy, and in the case of a minor failure, the remedy that will be made available to you." They have refused to let me return the mattress to the store for inspection, despite my offer to pay for delivery and the fact that I have provided everything they have requested – including my receipt and photos which show a 3cm dip in the mattress. Yesterday I was contacted by a man who insisted he would pick up the mattress “open it up, find out what is wrong and repair it.” But the snooze website, provides: Consumer Guarantee remedies: If there is a major failure with the product, the customer is entitled to: 1. reject the product and get a refund; 2. reject the product and get an identical replacement, or one similar in value if reasonably available; or 3. keep the product and obtain compensation from Snooze for the drop in value of the product caused by the major failure. I am still waiting to see their response to this. I suggest everyone who is having trouble getting them to honour their warranty complains to the Fair Trading Department in their state, as it seems like failing to honour warranties is systematic. It's also unlawful and they should not get away with it. It's false advertising to advertise a 10 year warranty and then fail to honour it.

terrible – mattress less than 2 years old It is sagging and giving us both backpain It felt great in store but deteriorated quickly having trouble getting any assistance with warrent and they want pics and the sagging doesn't show in pics Show details