Do not buy Madison products from Snooze. Sever back pain for anyone who slept on this.
Would give negative rating if I could. Sadly a 1 star is the lowest on this site.
Started getting severe back pain a few days after purchasing this mattress. My wife also started getting similar back pain. We swapped beds with our MIL who was visiting from overseas. MIL also complained of severe back pain after a few days of using Madison mattress.
Contacted Snooze store in Auburn, Sydney. Their crew is well rehearsed in responding to these back pain complaints. They will merely tag this complaint as a 'COMFORT ISSUE' also gently blaming the ...customer by pointing out the fact that "You had a chance to test this mattress in store before purchasing, it was your choice, now we cannot refund your money". I escalated my complaint to their area manager who referred me on to 'their friendly mattress manufacturer' to test the mattress technically and find any issue with the product. As expected the product came back with 'no fault found' status with the manufacturer now selling me the 'Seems to be a comfort issue with you' tag line. The fact remains that a products like a mattress, a car, a medical device or a house are something that do not exhibit embedded faults till a person uses them over an extended period of time. A visual inspection or even 4 to 5 hours worth of product trial is not enough to bring to light the long term damage this product can cause. Donate your money for a better cause rather than buying products from this company.
Thanks to the worker rocky, he was very helpful in choosing the perfect mattress for me and my partner! We are so excited to sleep on our new mattress. Thank you!
Salesperson only cared about her commission, not what we wanted. We repeatedly said we slept hot and she sold us a Posturpeadic with a soft layer on top; the most expensive option. We were so hot the first night (in winter) it was like sleeping on an electric blanket turned up high, made worse by the mattress protector she said we needed. We immediately rang them to see what could be done ... we are still waiting for the return call we were promised. After finding we had complained on this site, they responded but failed to return our money.
Excellent Customer Service
Looking for the perfect mattress was a smooth and wonderful experience at Snooze, thanks to Rocky. He provided outstanding customer service, was very informative and built a great rapport with myself and my friend. Thank you! Will definitely refer all friends and family to Rocky at Snooze!
Service from rocky was fantastic ,not pushy & showed us the full range of beds that we asked about & then gave us great advise on what the difference was between all the products without going over the top
Very happy with service received from Rocky at Snooze Auburn
Extremely grateful for the old school , friendly and professional customer service provided by Rocky the Manager at Snooze Auburn for our purchase today on a new mattress. Extremely knowledgeable and gave us a great deal !
Worst experience I have encountered
I purchased a Bondi king singe bunk bed on the 24 Feb and the sales person was friendly and accommodating. Even gave us a discounted price and I can pay deposit first and come back to pay full balance ,so I thought it was a good customer service . She told us that the bunk bed wasn't readily available and will be delivered in 2-3weeks time. I went to the store on 5 March to pay the full balance and was advised to expect bunk bed in 2-3 weeks time. By end of March, I rang snooze Auburn to ask about my order and when will it be delivered and was ...told that it has been delayed by end of April. And I said ok , fair enough sometimes delay does happen when it comes to furniture. Just after Easter , I called again to check when my bunk bed will be delivered and to my surprise was told that it won't be coming till end of June! What a shock!!! If I didn't keep calling to follow up, no one would have called me to advise of the delay. Not the customer service you would want from a company like snooze!! I then asked to speak to the manager and was told someone would give me a call back. [name removed] from auburn snooze called me back and I told him that I wanted a refund for my order as the timeframe was unacceptable. I said no one even informed me of the delay and from my original purchase I was advised that it was only 2-3 weeks .. who would buy a bed and wait 4 months for delivery???? We needed the bunk bed asap. [name removed] said he would get back to me. I did not receive any call back so I rang again to ask for the manager , was told that manager wasn't working that day. After couple of days, [name removed] called me back and said he has good news for me. He was able to source a new bunk bed from another snooze store and can be delivered 1st May. I was happy about that news and waited for my delivery. Yday delivery came and the driver said that they will install it themselves - free installation. So I thought oh that's good customer service, least that they can do for all the delay it caused me and after so many follow ups. After the bed has been installed, and I was about to sign the invoice that goods have been received in good condition , there was an email attachment that said the bunk bed was a floor stock and it will be installed for the customer free to avoid customer noticing any marks?!!! I'm in disbelief!!!! I was never told that I will receive a floor stock bunk bed! I was clearly told by [name removed] he found a new bunk bed from another store. I rang Auburn branch to ask for [name removed] and asked him why it was a floor stock and he was the one who emailed the wetherill park branch. He denied it saying someone emailed it on his behalf! This is appalling!!! I emailed him several times and send pictures of all the scratches, marks, writings , chips we found on the bunk bed. Even had missing parts. I paid for a brand new bunk bed and did not expect to be treated this way from snooze Auburn!! I want this to be rectified asap!!! Update: I called today and finally was able to speak to [name removed]- area manager. I told him the whole story and what was my experience. He said he wasn't aware of this and was apologetic. He even assured me that such service would not happen to any customer in the future. He was willing to resolve this issue and offered 2 solutions. He said he'll give me a call back tomorrow . I'm hoping that this can be finalised and was very pleased to have been able to speak to [name removed].
Bed is not what we tried
Hi we got a bed delivered on Monday and were never advised the bottom comes in 2 and the mattress is not what we tried. I know he said it will be a little bit harder but it’s 100 times harder. We are sleeping on the floor and cost us 3300. I want a refund otherwise I will take this further. It’s not what we tried at all and again trusted the sales rep.
Went back and the store were so helpful and cared and exchanged to another bed. Very helpful and wanted to ensure we were happy.
Update from "Waiting for my bed"
This review is a follow up from my first review.
Thank you Snooze for resolving very promptly. M from Snooze Auburn on the same day my review was posted, was told they found stocks for me and booked me for the next Saturday delivery. Today was delivery day. Delivery men arrived within the given timeframe, stocks were all new and as ordered.
As the issue was resolved promptly and I have received my order within a reasonable timeframe I have upgraded the rating. Many thanks to Snooze customer service team and M at Auburn store.
PS: there are small tears on one of the base which look like something sharp was stacked on top. Please contact me if you are interested to see a photo.
Terrible delivery service ever!!!
I bought a mattress from snooz Auburn branch Sydney, for delivery the called me and arranged for the date and when I asked about the time , they said you are going to receive a message one day before that and that message would include the time, but I didn't receive any message nothing and the delivery guys rang my door at 6:00 Saturday!!!!! Its crazy , since I wasn't expecting any mattress and they were so rude also, all they wanted was their money!!!! Customer, who cares!!!!
That's was the worst ever delivery experience ever! I never go to any snooze store again!!!!
Haven't tried the mattress yet, but delivery service was awful!!!
Misleading, no customer service, all damaged items.
I ordered a Luxor bed set- bed frame, side tables and tall boy and mattress from the Megacentre in auburn NSW. The order was supposed to be 10-12weeks. items were delivered abt 16 weeks later, no phone call to inform delay until we followed up. After such a long wait we were delivered damaged times. The bed had has damaged leg and foot. There are scratch marks on the side of the headboard. Both bed side tables are damaged. The timber look that was displayed and the colour selection boards had nice timber with very little distress barks. Items w...e got is incomparable to the display. I have lodged compliant to the store via enquiries email. Driver came to inspect issues. Two weeks gone - [name removed] the warehouse manager is not replying to my emails on the outcome if the decision. This is my first and last dealing with Snooze. In taking this issue further up with the fair trading act. Staff that sold the item was helpful
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