Kathleen at the snooze store at the Canberra Outlet Centre was absolutely lovely. She was so helpful in finding us the bed to suit our needs and with the snooze bed finder to assist finding out pressure points it assisted in finding us the right mattress for our needs.
Went in today to purchase a new mattress, bed head and base and Greg went above and beyond. Fantastic service!
My girls love it!
We bought this in-store, the gentleman that sold us the bed was a real delight, friendly and informative. We choose this bed, as mentioned above, when the girls are older we can make them two singles. For now, the girls love sharing a room.
worst customer service ever!
worst customer service ever! bought 2 bed frames. no updates when the promised delivery date was due. was told there was a further delay for another month. got hung up by the staff when asking if they can wave the delivery fee. very bad attitude.
Don't buy from here...just don't.
Purchased a bed from Snooze, the frame of the bed broke within 2 weeks, they claimed I had 'moved the bed', so refused a refund. Would have thought moving a bed shouldn't break it, but I hadn't moved the bed. Terrible.
happy with product, service so-so
Bought a bed and an mattress and am happy with them. Writing to warn people to wary of the retail staff.
I walked in with a clear idea of budget, size, and look that I wanted and ended up having to nod politely through an elaborate sales pitch I was completely disinterested in. The salesperson tried to upsell me from a double to a queen-sized bed, even after I made it clear I have a small flat. The double barely made it into the bedroom as it was. I got annoyed watching the delivery guy trying to maneuver it in, thinking that if I'd taken the...advice of this salesperson who didn't know my living space I would have been stuck with a bed that didn't fit into my room. (The actual delivery guy was great though, he didn't just deliver the bed he told me how to put it together and gave me some tips that were helpful.) Also I picked the mattress I wanted fairly early during the purchase and even though I kept coming back to it, the salesperson went through this whole process of getting me to lie on a computerised mattress thing that measures how your weight distributes on the mattress, and pulling out bits of dissected mattress to show me how the insides work, and taking me to different mattress to lie down on. At one point the motion of getting up off a bed actually popped the clasp on my bra (it was one of the ones that hooks at the front, it comes undone occasionally). At that point I was super uncomfortable, arms crossed across my chest, just wanting him to put the purchase through so I could get to a bathroom and sort myself out. Guy just didn't get or didn't want to get my body language or repeated references to being happy with the mattress I'd already chosen. At one point he bragged that he won awards for salesmanship. I can kinda see why because if I was a person more easily influenced and less comfortable with decisions I probably would have appreciate all the detail and attention, but as someone who'd just planned on getting in and out the whole thing was excruciating. Finally, he said to allow 12 weeks for delivery but that it was most likely to arrive in 5 weeks, 6 at the outside, and implied that the 12 weeks thing was just something they had to say to cover themselves. It took exactly 12 weeks. Honestly I don't know if he was unscrupulous or just extroverted and a bit oblivious. I'd say that if you know you're susceptible to upselling or if it makes you feel pressured/uncomfortable I'd avoid Snooze in Fyshwick. If you can handle it and you like to be as thoroughly informed as possible about your options, he was certainly attentive and had a lot of information.
Picking up Our Mattress
purchasing our mattress was smooth and easy was great customer service Instore happy with service.
However the pickup was not so nice the gentleman that was at the warehouse/delivery centre was not efficient he didn't want to see any proof of purchase said " I dont care who you are as long as this mattress gets picked up" so glad someone else didn't turn up they would have got a free mattress on our behalf. Not caring who picks up the mattress is so wrong this will end up BAD one day someones mattress will get stolen or given to the wrong person one day. This warehouse person needs to take more care. Was Not Happy with his service.
- ACT, Canberra
Be careful of buying from the store
Be very careful of buying anything from this store. Make sure to put everything in writing of what they promised, before placing your order.
I wanted to cancel my order in 4 days after ordering because of extra charge not mentioned at the beginning. But I was told I could not cancel it because the order was put to production. I was even intimidated by the franchise store manager that "according to consumer law" I would not get my 50% deposit back until they sell the items to someone in future.
This is ridiculous statement against consumers. I...
- ACT, Canberra
MySide Series 10 NOT WORTH THE MONEY PROBLEMS WITHIN THE FIRST YEAR
Within a year of purchasing (over $5K) a Queen Size MySide Series 10 from Snooz we had problems. the mattress had deep indentations after contacting the Snooze shop we were told the manufacturer would send someone out to inspect the ensemble (could we send photos).... months later and many phone calls chasing this up we were informed that as we did not buy the Firm as their machine had indicated when we tried out the MySide Series 10 at their shop they could not do anything about it. If we wanted we could buy a new top mattress at the full pri...ce. Prior to purchase we explained to them in the shop that we had several permanent physical injuries (of over 40 years) and could not sleep on a firm mattress as this added to the existing pain. Prior to purchasing the MySide Series 10 we asked the sales lady if they could recommend any other mattress or ensemble to which she answered this was the best. Extremely disappointed with our purchase and would NEVER recommend this product.
Problematic refund due to non-acknowledgement of 'fault status'
My partner and I purchased the Iris Standard Bed Frame (King size) from the Canberra Outlet Centre Snooze shopfront. The bed frame was delivered 2 months after the anticipated date (4 months after purchase).
Initially, my partner and I were very happy with the sturdiness and aesthetics of the bed frame. However, upon use we noticed that it emitted a strong odour similar to that of nail varnish or glue. After 1 week of use and constant berating of the bedroom, this smell did not dissipate and inhalation caused both my partner and I to experi...ence nausea and headaches, and for me, blocked/bleeding sinuses. Despite how much we liked the bed frame, both my partner and I felt it was not possible for us to continue using it. We contacted Snooze on the phone to enquire about this and were notified that they would send someone to inspect the bed. Given that there was no way the inspector could measure the negative impact the bed had on us or themselves unless they used it for a prolonged period, we had difficulty understanding how this course of action would be beneficial. We then proceeded to enquire about getting the bed frame refunded, as we could not use it for its intended purpose. We were told that in addition to paying for the delivery costs back to Snooze ($80), we would only receive a partial refund (with administrative costs cut out), and this would only be received when Snooze could resell the bed frame as they did not consider it having any fault. I emailed, called, and went into the store several times to talk to the representatives to try and communicate that we could not use the bed frame for its intended purpose because the emitted odour was making us ill. Though I was met with sympathy in person, I was later told on the phone or via email that Snooze did not find any issue with the product. It was only until we communicated to Snooze about writing a formal complaint to Fair Trade under Australian Consumer Law and a detailed account of our complete customer experience and the product on public review forums that we received any additional consideration of this issue, and Snooze communicated to us that if we chose to do a review we should state there was no fault with the product. We have since been given a full refund by Snooze and the bed has been sold on. However, neither my partner nor I believe this was a positive or straightforward experience and will be more careful when purchasing furniture from Snooze or other companies as we have learnt that what we experienced with our bed frame is a phenomenon called "off-gassing' which can have negative health effects, and of which don't seem to be acknowledged in refund policies. Please see: http://www.abc.net.au/news/science/2017-05-20/endocrine-disrupting-chemicals-is-your-home-making-you-sick/8536926 and https://theconversation.com/what-does-exposure-to-environmental-chemicals-mean-for-our-health-41876 for more information.
- ACT, Canberra
Nil professional integrity.
This retailer sold us a faulty wooden bed frame manufactured by Silverlynx in 2015. Faults included misaligned cheap brackets and bowed bed end. The side panels do not meet flush with the bed end – it looks like someone was guesstimating where top ends would meet and got that wrong.
Then the bed frame started creaking on one side after about 3 months’ use. In order to fix the creak we investigated the brackets and tightened the bolts, and one set of bolts threaded themselves, making them impossible to tighten or loosen. That’s pretty bad...
Poor Mattress Quality.
Bought this matress for 1400 AUD in June 2014. Mattress has already started to deform its shape. Its a very poor quality product for such a high price and brand.
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