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Not fit for purpose products don't buy from Snooze
I visited the snooze store and purchased a bedroom package...within 9 months after receipt it was identified the wood on the bed base to be shattered, reported to store and 6 months later still sleeping on lounge as bed is unstable...found snooze hiding behind faulty not fit for purpose product....I suggest to purchase elsewhere.
Expert knowledge and advice delivered W
So great to go to a store where not only did we get exceptional customer service but all the information we asked for about the mattresses to make our decision. The member of staff was extremely knowledgeable about the products and really guided us to choose the mattress that was best for us and that we were happy with. Fantastic service and we're really happy with the product.
Great service and product range
We found the sales person at snooze to be extremely helpful. We tried out Bed Match and this assisted with finding out the right mattress for us.
We furnished all our bedrooms and we had an amazing experience.
We received good value for money and we are very happy with the choices we made. The support and guidance was appreciated. Thanks.
Patronising - Aggressive - Tactless
Want to experience extremely poor customer service, including being patronised, belittled and appaled? Just visit the franchised 'Snooze' store in Alexandria. We are still shaking our heads in disbelief and wonder how a business like this can exist, based on the experience we had with a particular staff member. They are most likely paying thousands of dollars in this location, with a number of competitors in the same complex and then employ a nasty person like we met during our visit? Wow!!!!!!
- NSW, Alexandria
- Verified customer
Dishonest and manipulative
Sales person [Name Removed] was dishonest and manipulative. Clearly mislead us into buying a bed that had no draws attached to the base. We stated clearly that we need a bed with draws. The bed arrived without draws. Called up snooze and went to the store and spoke to manger [name removed] that he did nothing and even after we agreed to pay for the draws, named a price that was way more then we agreed on previously. They are great at shifting the blame on others to avoid responsibility. Then they made us pay double for the delivery fee because ...we refused to take the bed the first time knowing that we will have no chance of sorting the problem out with our bed if the bed was left behind. Everyone was nice at doing nothing and at the end of the day we got stuck with a very expansive bed frame. Never again we or any of our friends will spend a cent at the store. So much for a well known brand like Snooze. SMH.
❤️ bed match & Snooze ALEXANDRIA
We bought a My Side and now we are back again for the family.
It was just too easy and just as good as the first time.
She was amazing !
Thanks for taking care of us again.
sales staff need training
I went into the Alexandria store and was made to feel very uncomfortable and pressured by sales staff.
When i would ask any questions about the mattresses the sale woman gave me short, aggressive answers and made me feel very uncomfortable, afraid to ask questions and pressured to make a decision very quickly. Snooze, had great deals on, but i could not buy a mattress from them knowing every time i would get into bed i would feel negatively about my experience purchasing that very mattress and i'm not sure that worth the discount. So i left empty handed, the sales staff really did and said many inappropriate things.
Don't honour stock amounts/delivery dates - bad organisation
Bought a bed recently and was told they had 28 currently in stock. We paid in full and asked if we could pick it up in a few weeks (day we were hiring van to move products). It was apparently no problem - we call yesterday to ensure it is ready to be picked up Thursday and no they dont have any in stock (thanks for letting us know - imagine we had driven all the way over there during moving to no bed - customer shouldnt have to re-confirm). They said it must have been an error .... Really not good enough now I need to wait another 3 weeks or ...more to get my bed. I would have went to another company to buy it if this was the case. They have offered a temporary base which we will need as we have people staying with us. Having to wait in to have it delivered, assemble it, wait on them telling us when actual bed is due, then disassemble and wait in all the day they deliver the new one - all unnecessary hassle. Would 100% never recommend Snooze and will be telling others.
Nick in the Alexandria store. Knowledgable guy, not pushy. Needed a bit of time to think it over and Nick honored the deal he originally gave me. Feel I've made the right decision.
- NSW, Alexandria
- Verified customer
100% PERFECT Customer Service
My experience with Snooze in Alexandria Sydney NSW recently was amazing. Our sales assistant was friendly, efficient, accommodating, patient, knowledgeable, nothing was too hard. It was an absolute joy to receive such precise and fabulous customer service. Well done and Thank you Martez.
Love the mattress
We bought a Madison mattress from Snooze a few months ago now and absolutely love it. Very comfortable. The sales team at Alexandria were very helpful and did not rush us into making a decision.
Snooze Alexandria Store - Worst Customer Service Ever
I have never dealt with any other stores with such rude and aggressive staff in my life! Agreed on a price with a sales in store and paid the deposit on the same day. Coming second day, I got a call from the store saying I have to pay extra $70 delivery fee otherwise they want me to cancel the order with extremely rude and aggressive attitude. If you admit it was your sales person's mistake on the first day for not pricing correctly or explain it nicely, I'm happy to pay a bit extra to the agreed price. But the whole conversation was the staf...f and owner included trying to argue with me back and forth that made it sound like it's my mistake not accepting the extra charge. This is not about 70 dollars this is about how you treat your customer and how you run a business. I'm surprised to see such a reputable brand can have such low level of customer service. I'm here to shop not to be told off. I'll never ever buy anything from Alexandria store and will definitely share my experience.
That's why we suggest you pay to have it put together
I'm very frustrated at the lack of customer service. And lack of concern. After ordering my bed I was told it would be a 8 to 10 weeks. Then at the end of this they called and said it was coming.. The delivery of my bed was delayed two more weeks due to error on the part of snooze. So when I rang in frustration about my bed I expected to be assisted.. Instead It was suggested I probably should have taken the offer of paying the extra fee to have the bed put together professionally. I would have loved to pay for the service but it was above wha...t I could afford . This bed was a huge treat for me that I saved up for and was excited to own. So the managers "helpful" suggestion that perhaps I should have paid to put it together really Annoyed me. I still haven't put the bed together and won't be recommending snooze to my friends my email address has been provided should anyone wish to contact me.
Wrong information. Terrible service. Out of pocket for another delivery
Bought a mattress, sales girl quoted $999 plus $70 delivery. We were happy and Started paperwork then advised price was $1300. We said we can't afford that and you quoted $999.. She said she couldn't do anything. 1 hour later sales assistant called said she'd be happy to honour price quoted plus $70 delivery. We went ahead and headed back to the store. Called 2 days before said delivery date requesting confirmation and checking delivery time and cost. Delivery men arrive and can't fit mattress up my stairs. They said it would be another $50 cas...h to put over front balcony (terrace house). At no point was I advised there may be another fee for this upstairs delivery nor was prompted that such extra fees exist based on access. I didn't have another $50 cash on me as I only budgeted for $70. Delivery men left. Mattress is in my downstairs living room. Called snooze, sales girl said it was their fault and they'd cover the cost for drivers to come back. Warehouse manager calls me 30 minutes later and says drivers won't be back unless I pay an additional $120 and said snooze had already given me a discount already they won't cover anything. (This discount was due to the sales girl honouring the wrong price originally given). So within the space of 1 hour additional cost went from $50 snooze would honour to $120 I had to pay. if I had known ALL the information I could have budgeted for this delivery. I have no men in my life to help with this task, to get this up stairs will cost me more money, snooze have promised certain things and not delivered. My old mattress has been put over my balcony and I have nothing to sleep on. Have called snooze 3 times and they say they will do nothing.. Absolute crock! Unless I hire a removalist company I will not have my mattress in my bedroom to sleep on. AVOID snooze Alexandria, blind leading the blind.
Great customer service until I bought something then it all changed
What a disappointment! I purchased a mattress, 2 pillows and a mattress protector and paid in 2 slots. When I finalised payment over the phone I didn't realised the price was changed from the initial quote - more than $300 than quoted price. I called the store and someone told me "it was my problem" cause I didn't have the quote!!! They mentioned they do not keep quotes on file (seriously? how do they work?) and he was not able to check for me or help me in any way. Nobody was able to give me any explanations on how this happened. I'm 7 months pregnant and it's very frustrating that I will have to go in store to -hopefully- solve this. Worst service I have ever received.
Beware of Rushing through final costs
We purchased a mattress from the Alexandria store and throughout the whole dealings we spoke about delivery included. When it came time to write up the receipt there was no mention of payment of $70 to the driver on delivery. The lady explained the process where they would call etc but never told us about this cost. The hand written receipt was misleading as there was no value put into the amounts section and from this as we assumed it was included. Only today I find out it said $70 COD. Which as I find out is cash on delivery.
Just be aware of these extra costs because they will make you think something and rush you through payment so that you wont notice.
Osteopathic mattress from Snooze Alexandria
Purchased one of the 'AOA approved' osteopathic mattresses from Alexandria. The salesperson was very helpful and informative and the mattress was delivered on time AND taken up 2 flights of stairs at no extra cost.
Several months later the mattress is still firm and very comfortable and I'm sleeping better than I have for ages!
After deciding to buy a new bed, I went to Snooze Alexandria, spending a lot of time in the store to decide on the right mattress for me, I made my choice, with the help of the very nice salesman. I was told 1-2 weeks delivery time. My new bed was delivered within a few days of purchase --& from there it has been downhill! 1st -the base -the middle leg holder was faulty, & leg couldn't be screwed in -- which the delivery men very promptly reported.
After they left, we noticed a dirty mark on the mattress -again, promptly reported, plus a tr...ip back to the store to show the photo of the mark. I was told it would take a few days to get it sorted -- (& a few phone calls)& then another wasted day to wait for the replacement bed to arrive.. Then to make the bed, & guess what --a hole in the mattress protector (that I bought as suggested by the salesman.) Another trip back to the store .. not happy! Whilst the salespeople involved have been very nice & helpful, I still haven't got to sleep in my new bed. I have brought several beds over the years (none as expensive as this one) ,& never had a problem. Would I shop again at Snooze? -definitely not!
A perfect example of a horrible customer service.
Went to snooze in Alexandria to look for a daughters 1st big bed. Unfortunately our happy mood was spoilt by a horrible lady in store who attempted to service (more like belittle us). Her way of servicing us was to tell us what we needed. Not try to find us what we wanted. she had the worst attitude. We were looking for a bed that had a trundle for storage. Her question was "why do you need that extra storage?" That is none of her business. Her job should have been to either find us the bed or tell us politely that they don't have any. Instead we had to listen to her rudeness. Reading other reviews, looks like snooze likes to hire rude people. Will NEVER go to snooze in alexandria again.
Really rude customer service
Do not buy Madison mattress or from Snooze
The salesman at Snooze Alexandria talked us into buying a Madison pillow top mattress ($3,500) after we expressed reservations as we simply wanted a normal mattress. It felt fine in store and so we bought it. After delivery however, the first night was horrific. Each night got progressively worse. Within a week we asked for a refund. We were then ignored by Snooze for weeks. Phone calls never returned. Emails never answered. Three months later we were offered a refund less $560. I am about to commence proceedings at CTTT on the basis the mat...tress is not fit for purpose and the manufacturer is in breach of the Sale of Goods Act and Competition and Consumer Act. This is based on research which shows pillow top mattresses generally are unsuitable for warm climates. Specifically the body sinks into the foam and retains body heat and inhibits air circulation. Sleeping too hot results in endless tossing and turning throughout the night and the absence of REM sleep. Snooze has recommended that I run air conditioning during the night to remedy this - which is clearly an unacceptable solution especially as we don't have air conditioning in our house. I have spoken to a mattress manufacturer in Australia who informed me that he refuses to manufacture pillow top mattresses for exactly the reasons specified, and that the industry is acutely aware that these mattresses are not suited to this country but as they are cheap to manufacture (overseas) they are sold nonetheless. The internet is filled with a myriad of similar complaints and apparently the Department of Fair Trading in NSW is well aware of these issues. I feel like I am half dead and it is having a seriously detrimental impact on my well being. Not fit for purpose.
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