4,479 reviews
AI reviews summary
The overall sentiment for Snooze is predominantly positive regarding the in-store sales experience and delivery personnel, though it is punctuated by severe dissatisfaction regarding after-sales support and warranty claims. Customers frequently praise the knowledgeable, non-pushy nature of floor staff and the professionalism of delivery teams. However, a significant segment of users reports "appalling" experiences with long delivery delays, poor communication, and a perceived lack of accountability when products arrive damaged or do not meet expectations.
Pros
- Exceptional In-Store Service: Staff are consistently described as knowledgeable, patient, and professional, often using "sleep profile" technology to help customers select appropriate mattresses without high-pressure sales tactics.
- Professional Delivery and Assembly: Most delivery teams are praised for being punctual, polite, and careful with property, frequently going "above and beyond" to assemble furniture and position it correctly.
- Product Quality (Mattresses): Many users report significant improvements in sleep quality and physical comfort, specifically highlighting the SleepTailor and Madison ranges as high-quality investments.
- Tailored Advice: Sales consultants are frequently commended for listening to specific health needs (such as back pain or mobility issues) and providing genuine, honest recommendations rather than just upselling.
Cons
- Warranty and After-Sales Failures: A recurring and significant complaint involves the difficulty of claiming warranties; users report "fine print trickery," being charged for inspections, and having major structural faults dismissed as "within tolerance."
- Poor Communication on Delays: Multiple reviewers experienced significant delivery delays (ranging from weeks to months) with little to no proactive communication from the store, often having to "chase up" orders repeatedly.
- Refund Resistance: There are several reports of the company flatly refusing refunds for delayed or unsuitable products, even when customers believe they are entitled to them under Australian Consumer Law.
- Inconsistent Product Quality: While many are happy, a notable number of complaints focus on structural failures in bed frames (collapsed supports) and mattresses sagging or "turning to mush" within a short timeframe.
Verdict
Snooze is highly regarded for its upfront customer service and the expertise of its sales and delivery teams, making it a strong choice for those seeking a guided purchasing experience. However, consumers should be wary of potential long-term issues, as the brand faces consistent criticism for its rigid return policies and difficult warranty claim process.
I had a very good experience at Snooze, especially with Renata. She was excellent at explaining the different options and helping me work out which product would best suit my needs. She then organised everything perfectly, taking into account my situation and making the whole process simple and convenient. I really appreciated her practical advice and professional service. Show details · 1
Reviews with attachments
Went shopping for a Bed. Landed up at Snooze Nunawading after visiting several other outlets . Jackie helped with the right selection of Bed Frame and Mattress from the vast selection on display. They had one style we liked in stock as well The ordering , delivery process was smooth. Stephen and team provided a quick and efficient installation. Overall a great experience. Great team. With Snooze Nunawading Show details · 1
Awesome service this week in Snooze store at Melton. The salesperson was professional, knowledgeable, and assisted me in selecting exactly what I required within my price range. This was the fifth local shop visited that morning and I had been searching online too. Rapid delivery three days later with excellent service from delivering crew… Read more
(attached bed head and took away old mattress). New bed and mattress looks wonderful, comfortable ++. May return for another mattress re spare bedroom. Highly recommend.
We recently purchased two Sealy mattresses from the Marion store (a King Single and a King). Jordie was an absolute pleasure to deal with, she was honest, trustworthy, and very knowledgeable. She took the time to explain everything clearly and gave us really helpful, genuine advice about the different mattresses, which made the whole decision… Read more
process so much easier. We truly appreciated her professionalism and the way she made us feel confident in our purchase. Thanks again, and please pass on our thanks to Jordie. ☺️
I purchased 2 new king beds from the Fortitude Valley showroom in the last 12 months. The beds are amazing, super comfortable and great quality. Both shopping experiences were really good, super friendly staff. Delivery was on time and there were no issues with anything. Highly recommend. Show details
Excellent service at the store and seamless delivery with friendly employees. The bed looks amazing. Show details
Great Experience with Snooze Marion Team ! 3 words required for 10? Show details
Hello, From great customer service as below . : Sales staff - exceeding my expectations going out of their way . Phone calls - Knowledgeable staff . Amazing solid furniture, so happy in every way . 2x gentleman put my bed together efficient hard working - Friendly & helpful. If I could rate 10 or above I would - very good company . Well… Read more · 1
done to the team at Snooze Marion my shopping for furniture to end result has been very satisfying experience.
Excellent customer service. We came back after 10 years and are VERY happy both with the service and delivery, timeframe. Our sales assistant listened to us and that makes a difference! Keep doing what you are doing! We will enjoy our long single mattresses after having the King for such a long time. Show details
Our new Sleeptailor Platinum Luxe mattress was delivered today. I have been extremely impressed with the whole experience with Snooze in Chirnside Park, Victoria. When we walked into the store, we were greeted by Lorraine who was so informative & helpful...we were asked if we wanted to do a sleep profile, which we did & it was so helpful in… Read more · 1
choosing the right mattress for me & my husband. We chose this mattress as it ticked all the boxes we needed it to... the mattress was delivered on time & the guys were really professional & quick & took away our old mattress. I have no doubt that we will experience the best night's sleep that we've had in quite some time... Best choice ever walking into that Snooze store!! Thanks to Lorraine & the team...
Excellent and professional service provided by Yogesh and delivery team Show details
- +3
I am extremely disappointed with my recent experience at Snooze North Lakes, QLD. In January, I ordered a king-size Eva bed, a mattress, and two bedside tables for my new home, which was still under construction at the time. The order was placed based on the house plans and measurements. Delivery was arranged for 28 May, once the house was ready.… Read more
This process was clearly explained at the time of purchase. After moving in, we discovered that due to the skirting board and a side wall, both bedside tables would not fit as planned. I am happy to keep one bedside table because I really like it, but I need to return or exchange the second one (unopened and in original packaging) for a different option that suits the space. I contacted the North Lakes store, expecting a reasonable solution. However, I was told that a return or exchange was not possible because the item was “ordered specifically” for me and they would be left with a single bedside table. This was surprising, as the item is not custom-made, and it is quite common for customers to purchase individual bedside tables. What disappointed me most was the lack of customer care. The response I received showed no willingness to help or find a solution, especially considering this was a purchase exceeding $4500, with each bedside table costing over $500. When I expressed my concerns, the staff member’s response was dismissive, saying “that’s alright” regarding losing a customer. As a customer, I expected a much higher level of service and flexibility from a company like Snooze. A simple exchange for a different bedside table would have resolved the issue and retained my trust in the brand. Unfortunately, based on this experience, I am very dissatisfied and would not purchase from Snooze again.
Find out how Snooze compares to other Furniture Shops
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- +4
Our bed frame arrived with the wrong hardware so couldn’t attach base to headboard , a chip in the frame and a broken slat. I have been in store to raise the issue, phoned the store 3 times to follow up, emailed HQ (because the contact number rings out!) and haven’t received a response or resolution. It’s been 7weeks and I’m still waiting to… Read more
hear…. For an $1800 purchase I would expect a lot better quality and service. Hopefully this will get a response. I’m only writing this review in hope I actually get a response.I really love the bed and actually want to be able to put it together!
I got recommended the Sleep-tailor mattress - Australian made, German springs, this thing sags on the plush side and split open on the regular side under a year of use. When we contacted warranty on this, that came up with all sorts of excuses on why they can’t replace or fix it. Nightmare service, terrible product , don’t waste thousands on a substandard product. Show details
Terrible Experience – Poor Quality & Service Had a very disappointing experience with Snooze Marsden Park. We purchased an ELISE bed frame for around $2,500, which was placed in a guest room with minimal use, yet it failed structurally—after some time, screws came out and the centre support collapsed, raising serious safety concerns. After… Read more
multiple follow-ups and waiting over two weeks, Snooze declined warranty coverage based only on photos. No inspection or technician visit was arranged. Instead, we were asked to pay an additional $400 for replacement parts.
I ended up spending hours repairing the bed myself just to make it usable. Very poor quality and disappointing after-sales service. Absolutely do not recommend this store or the Snooze brand.
Shockingly Poor Quality evidence ignored. I purchased an Australian Made base and mattress expecting a quality product. I received a mattress that didn’t fit the base overhanging on all sides. Snooze replaced the mattress and base. The replacement base has 5 fabric finish flaws on the side panels and the mattress is still too big for the base.… Read more
Quality is the issue, management seem to think if they replace something no matter how bad it looks and fits they have done their job. They stand by the shockingly poor quality they had delivered and refuse to replace the defective products. Customer Warning do not expect management to resolve a simple quality issue. Snooze offered manufacturing (internal mattress measurements) and transport issues along with industry tolerances as excuses for the poor quality products they deliver. Snooze Osborne Park have certainly not satisfied this customer.
Latest follow-ups
My girlfriend & I were browsing in Snooze with no intention of purchasing anything in particular. We were approached By William who was friendly & had a wealth of knowledge on all the products we were looking at. Ultimately I purchased two DB… Read more · 2
Brighton plush mattresses & two Elite Matt protect-A-bed mattress protectors on his recommendation for my home!
When filling out the paperwork at the desk I was also given some very handy hints on caring for the products. I was extremely pleased with the service from William & the lady at the desk. I would highly recommend anyone to visit the store & get the same great service. I am very much looking forward to the delivery of the products!
Follow-up · The mattresses are very comfy and the protectors are working perfectly, even a barrier to blood stains! The service, communication and pick up, in our case, was friendly and seamless!
Buying a bed A phone call to Belrose store and obtaining excellent information from Julia convinced us to go to the store. She was so helpful. At the store Kerry served us and she was similarly helpful and extremely informative about the many… Read more · 1
options that were available. She was patient and understanding of our needs and the whole transactionwas simple. very impressed with staff at the store. David
Follow-up · Delivery on time Anne the two men were very quick and competent workers. The Staff at Snooze were not rushing us and showed us many options and we tried the beds as they explained the quality of each. Absolutely no rush very highly recommend this store. David
- +1
I purchased the Jervis - bed range! It was easy to put together and I love it! Shane was very helpful, knowledgeable and professional- I would highly recommend Snooze Windsor for anyone needing to find their next bedroom look! Their range was great, service outstanding! Show details
Follow-up · Love it! Sturdy, easy to wipe down! Finished the room now, very happy with the outcome!
Positive reviews
My wife and I are extremely happy with the new bedding we bought at your showroom in the homemaker centre Newstead. Fabio was very helpful with advice on our selection. Perfect service. Thank you Show reply
Had a wonderful engagement with Snooze and one of their furniture providers, Dakine. The service was friendly, professional and proactive. The quality of the blanket boxes is excellent and attractively presented. They were ready and delivered ahead of schedule and the price was right. Highly recommend using Snooze and Dakine. Thanks, Jo Show reply
Find out how Snooze compares to other Furniture Shops
Know better, choose better.
My wife & I have woken up this morning after a very comfortable first night's sleep in our new bedroom suite. We chose to purchase from the Snooze Kawana store after receiving unhurried & knowledgeable advice on furniture and mattress choices that might suit us. We visited the store 3 times to choose our bedframe, as this was a customisable… Read more · 1
product with many fabric and style options for us to consider. We also chose a different mattress to suit our electric bases (which fit on our new bedbase) as we have varying comfort requirements. Here, there were so many choices but the staff took as much time as we needed to answer questions and offer technical assistance when needed. We were given accurate estimates on how long our goods would take to be manufactured, and the delivery guys did a quick and careful job setting up our new suite. And all the packaging was taken away as well. A big thanks to Georgina, Tony, Matt and the team for dealing with us in such a friendly and open manner throughout the entire stressless process.
Negative reviews
Zero after sales service. Told 2 to 4 weeks delivery. Now will be over 4 weeks since they took my money (50% paid at purchase). Still no bed. No updates. Had to chase for weeks of being ignored or shuffled between different people. Then received rude unhelpful response not to contact them further until delivery. I feel cheated. Update 16 July.… Read more
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- Paid 11 June 50% - Told delivery 13 July (after no updates, so had to follow up multiple times. - Delivered 16 July. Paid remaining 50%.
Horrible experience which has made me distrust Snooze brand and the Osborne Park store.
I also gave them 7 days before I published the review, but still received no substantive updates.… Read more (+2 replies)
We purchased approximately $5,800 worth of bedroom furniture and bedding for our new bed set from the Cockburn store in May 2026. This purchase was a generous wedding gift from my parents, so we expected both the product and the customer service experience to reflect the significance of such an important purchase. The bed was delivered without a… Read more
required bracket and, in our opinion, the issue was handled poorly by customer service. While we made every effort to work with the company to find a reasonable solution, no resolution was reached that left us satisfied as customers.
Throughout the process, we felt that our concerns were not genuinely listened to and that our business was not valued. We also found the interactions unpleasant and felt as though our account of the issue was being questioned rather than taken seriously. The experience left us feeling disappointed and frustrated, particularly given the significant amount we had spent and the sentimental nature of the purchase.
To make matters worse, a goodwill gesture was offered and then subsequently retracted, which only added to our frustration and further diminished our confidence in the company's commitment to customer satisfaction.
Based on our experience, the level of customer service fell well below our expectations, and unfortunately we would not recommend this company.
I wish you could give less than one star! If you want to waste ten weeks of your time, many numerous phone calls waiting for an order placed back in March for a delivery that never arrives, yes use Snooze Tweed Heads. I have 3/4 of my online order, told it will be 3-4 weeks, then 5-6, then next week, and next week. No phone calls to advise on… Read more
delivery. Radio silence. Oh and if you go to Snooze like I did last week asking in person where my delivery was, the store looks like it's in receivership. No mattresses on demo beds, no linen either. I am now contacting customer service in Melbourne but even they can't give a straight answer. Guess I will be loosing my money, yet I may get a free pillow or lamp for the inconvenience caused!!
I wish for a refund on the Panama King single Frame. I was told I would have my delivery today yet… Read more
Recent reviews
Amazing experience with Shane ! He helped me choose the perfect bed for my daughter ! After looking at so many different places we finally chose our bed thanks to Shane ! Show reply
Called into snooze in launceston today to veiw a bed base...the young lady was so helpful,friendly and couldnt do enough for us! We purchased a base from her as she put 100 percent of her time and knowledge into finding us the perfect one...great job young lady!!!! Show details · 1
Went to Snooze Gepps Cross SA. Received excellent service from Antonietta. Very professional, friendly and knowledgeable. Assisted us to select the right mattress to suit our needs. We selected the Madison Empire Ultra Premium Queen mattress and Slumberland base. We are very happy with how comfortable it is. Delivery was within the quoted timeframe, and installed in the bedroom for us. An overall experience that is highly recommended. Show details · 1
Went to snooze, after receiving terrible service at a competitor. The minute we walked into Snooze Cannington, Yasmin, greeted us with a warm smile and friendly vibe, she wasnt overbearing, pushing for a sale, we explained why we were there, and the 2 options we were considering. Yasmin, was asking, all the right questions, and this lady new her… Read more · 1
stuff!! We made our choice, and it was completely different to the option we had in our head ( in a great way). I will be back to Snooze Cannington , for the beds in my spare rooms, wont be going anywhere else, Wanting a new bed, mattress,linen, do yourself a favour, and go there and see the ladies, both are a credit to this business.
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Don’t buy anything from Snooze unless you are absolutely sure that you are going to keep it. There… Read more