- Verified customer
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...
- Verified customer
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.
- Verified customer
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...
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