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Worst retail experience I've ever had
I purchased a king bed and was shown a bed that came as one piece in store. When the bed finally arrived after 6 weeks NOT 4 AS PROMISED. To my shock the base came as 2 singles! I was also send the wrong headboard and my matress had a giant rip in the bottom. When I contacted the store I was put into Jarrod, who is the rudest person I have ever come across. He blames me for the headboard being incorrect and said they had no obligation to explain the base would come as 2 singles not one piece! I had to keep calling and calling to get the mattres...s replaced which took months. To this day they still refuse to swap the bedframe to one I actually chose . Instead they are trying to make me pay a fee! When all this was on account of them not selling me the right product. I am beyond angry, I spent thousands on something that I didn't ask for and I am getting no help from the store. They don't return my calls and respond to emails a week late. [name removed] is really awful to deal with. I am now forced to take legal action against snooze alexandria. WHAT EVER YOU DO DO NOT SHOP HERE!!! YOU WILL REGRET IT.
TERRIBLE CUSTOMER SERVICE
My daughter and son in law had a terrible experience in this store, no good complaining in store as the offender was the franchise owner [Name Removed]. This woman was offensive and very rude, they both walked out feeling belittled and upset. Not people you want to represent your brand/product. I suggest visiting another snooze store if you are shopping for a mattress. I found these same complaints on google reviews, please read before you support this store, especially if you want to be treated with some respect.
Misleading store model and terrible customer service
Snooze don’t deem customer satisfaction as important when it comes to mattress comfort, at least not AFTER you have purchased your mattress. We learned this the painfully hard way last year. Once they’ve made the sale and they have your money, Snooze completely disregard your customer concerns. In our case, comfort wasn't the sole issue, it was the misleading store model.
It's kind of sad. My partner insisted on buying cheaper mattresses from an online store, as they did have glowing reviews and a returns policy. But I was adamant that we shou...ld buy from a store that provides test models, so that we would 'know' exactly what we were buying. My reasoning was that forking out over $1000 was worth it for the price of ‘certainty’, as opposed $500-$600 for an untested online delivery mattress. After about an hour of testing mattresses in the Snooze store (much to the encouragement of the smiling staff members), we loved the feel of the Medium Firmness Devon Slumberland, as it was firm enough to offer support without being as rock hard as the Firm model. So we very happily purchased two king singles along with their bases. There were delivery issues (weeks late, damaged foot pegs, no assembly from delivery personnel despite our bases meeting the criteria for it under Snooze's terms and conditions). But hey, stuff happens. The mattresses also had a strong odour, though this wasn’t a deal breaker for us. The first week we slept really well. Each mattress offered the same terrific support as the store model. Week by week however, the mattresses started to cave more and more under the butt region (and we're average weight people).
Poor customer service, did not return our complaints. Poor delivery contractors.
Do not trust this store and management. Its been over two weeks since we made a complaint to the store and no one has gotten back to us.
They have very poor customer service. Whilst standing in the store to close to 15mins we did not get approached by the ground staff. Only when we sat down on a 6000 dollar mattress did we get approached.
The delivery contractors failed to meet their delivery times as per the text. They did not inform us that they would be late or even to tell us they couldn't make it. We had to call them to find out why they...
Terrible service and terrible bed. Do not buy from alexandria snooze and do not buy a madison empire!
Purchased a Madison Empire bed. Wasted 7k on this piece of junk. Too firm to start with and then became too soft - pillow top saged even though I have rotated it as requested. Emailed the staff back in November ([name removed]), chased in December and STILL awaiting a reply. I will be demanding a refund otherwise I will be taking this to fair trading or a current affair. Buyers beware!
No change policy hidden
A couple weeks ago, I was going to purchase a single mattress for my 5 years old in Alexandria snooze store. After the sale person briefly introduced, I paid $320 for a mattress. When I came back home, I found it's not firm mattress. Therefore I called the store and was told I could cancelled the mattress. However when I contacted the customer service and was told "no change mind" policy. Since I didn't want go to the store anymore, I didn't take the store credit offer. I have to pay $50 just for one invoice as their admin fee. How ridiculous! Never go to snooze again.
Inferior products. Shop elsewhere
Purchasing was pleasant as all the staff were extremely helpful. However the products are incredibly poorly made and didn’t even make 12 months before we had to send the bedside tables back for repair as the veneer has peeled off.
The King Size bed frame is constantly requiring maintenance, and the products sent back for repair are again peeling.
I wouldn’t shop at Snooze again if you paid me to.
- NSW, Alexandria
Misleading sales tactics - We lost $4k with Snooze
If you snooze you loose, and we lost $4k with Snooze Alexandria. Here are some of the issues we have:
- The bedmatch system is highly questionable as it always steers you to Snooze's own brand (Maddison)
- Sales people are not genuine or trustworthy.
- Pricing marked on the floor is misleading. They’ll knock off 50% in a heartbeat.
- They say no exchanges, but they will exchange and charge exorbitantly. We lost $1800 on the exchange and are left with a lemon that we can’t even sleep on.
This is just a suggestion - decide before if you want a very tall mattress. Theirs are very high, as are many these days. It's deceiving in a very large showroom, so get your measurements right.
Buyers Beware! Shop elsewhere!
Really poor service, arrogant sales people. Wanted to buy a bed but they were really awful, rude and condescending. Shop elsewhere.
The worst product and service experience
We purchased our expensive mattress from snooze a year ago. The mattress Technogel now sinks to a very uncomfortable level and vertically makes it impossible to sleep comfortably. I Emailed initially politely to [Name Removed] at warehouse who apparently oversees warranty claims. Have now been waiting for 2 weeks for some sort of resolution. No one has inspected the mattress no one is giving our money back. Waiting for something and nothing is happening. The company that makes Technogel seems to have little care for their reputation. The worst experience I have ever had with warranty claims.
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.
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
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.
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.
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.
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