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Snooze NSW, Auburn
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RSKSydney, NSW
- 2 reviews
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 ...Read more
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.3 comments
Snooze,
I hope your actions will match the kindness embedded in your words.
... Read more
SnoozeSnooze
Dear RSK,
If you would like to have your situation reviewed, please know that your email with your name and contact details to enquiries@snooze.com.au will be very welcome.
Snooze.
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Awesome service
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!
1 comment
SnoozeSnooze
Hi Nahida, thanks for leaving your review. Great to hear you had such a positive experience with Rocky in our Auburn store. We have forwarded your thanks to the team. Regards, Snooze.
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4.8(527)TimDSydney, NSW
Terrible advice
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.
2 comments
SnoozeSnooze
Dear Tim, feeling hot and reacting to a mattress varies from person to person and therefore becomes very difficult for anyone to predict including the sales team. It therefore does not indicate that t... Read more
here is a manufacturing fault with the mattress. There are however products such as sheets and other bedding items, that may help you feel comfortable and allow air flow so that any body heat is dispersed. If you would like to provide your contact details via email to enquiries@snooze.com.au, it will enable us to locate your purchase in the system and work with the team at the store for a resolution. Regards, Snooze.I have already been in contact with the sales team who agreed that I was not doing anything to exacerbate the situation but refrained from solving my problem. As a materials scientist I can assure you... Read more
that the soft, fibrous upper layer is responsible for trapping the heat and preventing good airflow, which is why we are getting so hot overnight (in the middle of winter). The issue isn't that there is something wrong with the mattress, it is that I was sold the wrong product in the first place.Similar opinion? Write a review on ProductReview.com.au!
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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!
1 comment
SnoozeSnooze
Thanks for taking the time to leave a review, Zed. We're glad to hear your experience choosing a mattress was positive, and will be sure to pass your feedback along to Rocky and the team. Thanks, Snooze
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Great Service
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
1 comment
SnoozeSnooze
Hi Lyn, thank you for providing your feedback. We are glad the in-store team were able to help with your choice of bed, we will be sure to pass this onto them. Regards, Snooze.
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AliAU
- 2 reviews
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 !
1 comment
SnoozeSnooze
Hi Ali, Thank you very much for taking the time to leave a review of your recent experience with us. We're happy to hear that you were met with excellent customer service when purchasing your new matt... Read more
ress and will be sure to pass this feedback along to the team in Auburn. Regards, SnoozeSimilar opinion? Write a review on ProductReview.com.au!
PattyNewington
- 4 reviews
- NSW, Auburn
- Verified customer
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 ...Read more
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].
1 comment
SnoozeSnooze
Hi Patty,
The time you have taken to provide details of your experience, while appreciated, is also sincerely regretted. It has been made known to all concerned for any process or training requirement... Read more
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Great product and services!
Great product, good customer service in store. Delivery was fast and driver was friendly! Easy to assemble. Overall excellent experience.
1 comment
SnoozeSnooze
Hi Grace, thanks for taking the time to leave your review here. We're really pleased to know you had a great experience, and will pass this onto the team at the Auburn store. Enjoy the purchase! Regards, Snooze.
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Excellent service
Happy with service at time of purchase with Fabio and very helpful. On delivery day the two van drivers Soody and Jonny were very polite and helpful during the delivery. I was very impressed with them and will recommend to my friends.
1 comment
SnoozeSnooze
Hi Maria, thanks for your review. Great to hear you were happy and impressed with the service from Fabio, Soody and Jonny. We will be sure to pass your feedback on to the team at Snooze, Auburn. Regards, Snooze
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Great service from snooze at auburn
King size base is great, friendly staff and delivered fairly quickly. I would recommend snooze to all my family and friends
1 comment
SnoozeSnooze
Hi Jif. Thanks for taking the time to leave a review. We're pleased to hear you had a positive experience and would recommend Snooze. We'll be sure to pass your feedback along to the Auburn team. Regards, Snooze
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Amazing service for an amazing product. Thank you
Didn’t have to lift a finger. Bed carried in and put straight on. Amazing service for an amazing product. Thanks to the team
1 comment
SnoozeSnooze
Hi Luke, thank you taking the time to share this review. We're glad to know that you had a great experience with the Snooze Auburn team. We'll be sure to pass on your feedback onto them. Enjoy the new bed! Regards, Snooze.
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Great service!
Salesmen was great, variety of products available, all the staff very helpful. Delivery process professional. Highly recommended.Would go back there again.
1 comment
SnoozeSnooze
Thanks for your kind feedback Mira. We'll be sure to pass it along to the Auburn team. Regards, Snooze
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RachitSydney
- NSW, Auburn
- Verified customer
Wonderful selection of products
In store, good experience while in the store and delivery guys were good as well. Only problem was high lead time between order and delivery
1 comment
SnoozeSnooze
Thanks for taking the time to leave a review Rachit. We'll be sure to pass your feedback along to the Auburn team. Regards, Snooze
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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.
1 comment
SnoozeSnooze
Hi Tania, Thank you for your feedback. We're so pleased to hear that the team at the store were helpful and they were able to help resolve your issue. We'll pass your feedback onto the Auburn team. Regards, Snooze.
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4.9(114)Rocky from the auburn store was amazing!
Rocky was so helpful when it came to helping me choose the right mattress for me! He gave me so much information and helped me buy the best mattress :)
1 comment
SnoozeSnooze
Thank you Kieliszek. Rocky will be delighted to hear this. We'll be sure to pass your feedback on to the team at Auburn.
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LaurissaSydney, New South Wales
Outstanding service at Auburn Snooze
Purchased in store, fantastic service. Very knowledgeable. Sales person approached us and introduced himself nothing was too much trouble, very patient with us. Would definitely recommend. Ask for Rocky!
1 comment
SnoozeSnooze
Hi Laurissa, thank you for taking the time to share your feedback with us! We're pleased to hear that you had a great experience at Auburn Snooze, and we'll be sure to pass your feedback on to the team. Regards, AB.
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KBDSydney
- 4 reviews
Stressless mattress shopping
We visited Snooze Auburn. Marlene gave us exemplary service, spent over an hour helping us find the right mattress. We couldn't fault her commitment and genuine helpfulness. We have never had a bad experience when shopping here.
1 comment
SnoozeSnooze
Thank you for taking the time to provide your feedback. We're so pleased to here that you had a great experience at our Auburn store. We will be sure to pass your feedback on to the franchise partner ... Read more
to share with Marlene and the team! We look forward to you shopping with us next time! Regards, Snooze.Similar opinion? Write a review on ProductReview.com.au!
ZoeSydney
- 3 reviews
- 5 likes
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.
1 comment
SnoozeSnooze
Hi Zoe,
thank you for your updated feedback. We're happy to hear that you have resolved your issues and that we could turn your experience around. Please keep up your communications with the warehouse... Read more
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JohnSydney, NSW
- 8 reviews
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!!!
1 comment
SnoozeSnooze
Thank you for taking the time to provide details of your experience. Your comments will assist the store in any process improvements or training that may be required. Please accept sincere apologies on behalf of Snooze.
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NDRSydney
- 2 reviews
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...Read more
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 helpful3 comments
SnoozeSnooze
Thank you for taking the time to provide your feedback. We apologise that you have had a negative experience and that you are still waiting for a response. The process to get a remedy for these sorts ... Read more
of issues involve investigating the extent of the damage and then finding the best solution for you and the store involved, and therefore can take some time. Without knowing your name and order number we are unable to give you a more in depth response, so if you could email enquiries@snooze.com.au with your name, order number and reference this review, we would be happy to look into this further and provide you with an update. Again we apologise for any inconvenience and hope we can assist in finding a resolution for you.All the items with issues were replaced by Snooze with ones with less distress marks and comparable to ones I had seen on display. Very pleased with the outcome.
SnoozeSnooze
Thank you for the update, we're glad we could help resolve the issues. We look forward to you shopping with us next time. Regards, Snooze.
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SnoozeSnooze
Dear RSK,
bjective and varies depending on personal preferences. It, therefore, makes it difficult to predict as it cannot be measured. There are products that may assist in making you feel more comfortable which the team at the store will be able to provide information to you. If you would like to have your situation reviewed, please know that your email with your name and contact details to enquiries@snooze.com.au will be very welcome. Regards, SnoozeThank you for taking the time to provide details of your experience. Manufacturing faults can easily be sorted out and are covered under the warranty. Comfort, on the other hand, is very su... Read more