4,453 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.
Alyssa from Mandurah Snooze was kind, approach and helpful. she gave us a VERY good prize for what we needed and were looking for. she also had a great sense of humour definitely would come back just to get Alyssa to help us again! Show details
Thank you to Tracy and the team at Snooze Slacks Creek for the great support and advice. Tracy gave us options and information and then let us ponder and talk... we came and went multiple times in the afternoon, and when Tracy was with another client, the rest of the team were friendly and helpful. Ultimately, got a great deal on a superb… Read more
Australian made mattress with a good warranty as we wanted. Had a great first night's sleep on the SleepTailor® Platinum Mattress - Queen / Medium / Plush. Delivery team were also friendly, well presented and helpful.
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.
Reviews with attachments
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.
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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
- +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!
Do not buy the mattresses from the SleepTailor range. Their gold mattresses are priced above $6000 and they are complete rubbish. We wanted to buy a mattress that could have two options for mattress firmness, we got one side medium and one firm. … Read more
After only few months the mattress sagged and they told us that only option was to make mattress firm on both sides, reluctantly I agreed and only again after few months my husband again feels like mattress sagging and I hate the firmness as I wanted medium feel. Warranty process is a joke, they offered no resolutions except for us paying them to pick mattress up to do a report to see if they thought it was faulty, even though they had already fixed it previously. Also didn’t get the same product as we ordered as now it’s simply just a firm mattress that sags and was ridiculous expensive for what it is. Terrible customer service! Terrible product!! - don’t waste your money !!!!
Follow-up · We rotated the bed monthly. The bed base was sturdy with no dipping and the slates were under an additional mdf wooden flat board for extra support. The sag depth I am not sure what it was but it was bad enough that you would sink into the mattress, and that is why they originally had to fix it, as you could not get comfortable. On the whole it… Read more
I found the in store staff great at discussing options and timeframes for the type of bed and furniture I was after. Ordering and timeframes were clearly articulated and followed through with good communication from the delivery team. My further… Read more
contact regarding a warranty claim on a damaged piece was excellent worth prompt response and resolution of the claim
Follow-up · Had a piece with pre-existing damage. Was promptly resolved by store staff who ordered a replacement part and promptly replaced it at the expense and effort taking the bed apart and putting it together again. I really couldn't be happier with their service
Positive reviews
Great service all round. Renata was absolutely fantastic, allowed us lots of time to try out all the different mattresses so that we could find the bed that was right for us. Also recommended pillows. Base and bed was delivered and set up for us. Bed is really supportive and comfortable, sleeping great. Show details
Catherine attended to ourevery need on a reecent visit to Mandurah Snooze store. Her 'can do' attitude made all the difference. She even took the last remaining King size doona set off thje display bed in order to fulfill wish for a particular style on the day. Her knowledge and upsell skills were great. I am going through her to purchase a bed… Read more
frame to have delivered to the Gold Coast. Very impressed with Catherine and recommend this store highly.
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Fantastic service in store when purchasing. The bed Arrived in store earlier than I was told , so great surprise. Had two young guys deliver and assemble and couldn’t fault that service either. Couldn’t recommend highly enough. Show details
Negative reviews
Absolute appalling customer service. I recommend to anyone who is wanting To purchase a new bed or mattress to never bother with this store as they will be truly disappointed.
Ordered and paid in full, for two beds and two mattresses on March 29th. Told it would take 2 weeks. Now it is May 26th. No contact from Snooze explaining what had happened. Have rung 3 times. First time spoken rudely to and told to call back another day. Second time assured they would look into it and get back to me by the end of the week. They… Read more
did not. Third time told they have no idea where or when the beds will arrive best to come in and get my money back. Husband came in with me as we actually need beds. Instead of being understanding the manager was obviously frustrated by us and said all he could do is a loan bed until others come in. What extremely poor service snd attitude. We’ve been previous customers and this is how you treat us. We are going through such a horrendous Family situation where it requires all of our energy and on top of it we need to deal with this. I feel we have been patient throughout this process.
Hi Kylie. I understand your concern. Please be assured… Read more
Purchased to replace an old mattress ( a cheaper mattress of the same firmness) , I had back pain from the first few nights sleeping on it and ever since, the manufacturer came and took it for assessment with no change, would not recommend it Show details
Recent reviews
The experience at the Cannington store has been great from start to finish, great in store team and the 2 delivery were great, not the easiest delivery but they didn’t complain once ! Show details
From start of order to delivery, I was kept in touch with progress of my order. While other business I am needing to chase up, Snooze you went above and beyond! Thankyou Show details
We recommend Snooze midland 10/10. The service provided was beyond outstanding from all staff but especially from Rod. They are very knowledgeable and friendly and went out of their way to help us and we really appreciated the time they spent to make sure we received the right mattress for us. We even have a great bed ensemble set up too! The… Read more
mattress we now have has significantly improved our sleep quality. It’s soft enough to relieve pressure on my shoulders and hips, yet firm enough to keep my spine properly aligned. We are both sleeping far better and can’t thank them enough!
Gauran helped us select a bed and mattress. It has still to be delivered but we are confident it will be as good as it was in store. Gauran was helpful, pleasant and knowlegable. Show details
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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