Snooze NSW, Crossroads

Absolutely Perfect – Pouring rain went shopping for a King Single Mattress with my elderly mum. Greeted at door by Rahul and immediately we all laughed about the weather. I said right need a King single mattress. Rahul showed me the range in store. I said my price range so he again showed me 2 that were in my limit. Recommended one over the other for comfort and I was… Read more ·  1

sold. Ok Rahul do u have in stock. He said I will check for you. He came back and said they only had one KS Mattress in stock anf it was more than I wanted to pay. Rahul said let me speak to my manager. He also asked me when did I need the mattress. I told him I need it today and I need it delivered today. I could see this was a massive request but Rahul was keen to assist as much as possible. He came back with an awesome price on an awesome mattress and promised delivery today. Done Deal. I was extremely grateful to Rahul for my poor mum could not have slept one more night on the mattress I had. Now the mattress has just been delivered to my home and mum is looking forward to a great night sleep in sheer comfort bliss. Rahul is cheerful, professional and it was a real pleasure to do my business at Snooze today. Thankyou so much Rahul and all the staff at Snooze Crossroads.

You are a Star Rahul! – Simply AMAZING customer service by Rahul. My dad recently had open heart surgery and extended his stay in hospital a little while longer than expected. I was emotionally a wreck when I went into Snooze CrossRoads and was greeted by Rahul and his lovely smile. I explained to Rahul the reason why I needed to purchase a remote adjustable bed and my… Read more ·  1

financial situation and Rahul made it super easy for me, as he listened intently and was able to make a reasonable recommendations based on my situation and needs. What stood out for me is that Rahul wasn’t pushy (as most sales people can be these days just to make a quick sale). Rahul was genuine, caring and so very helpful as he went the extra mile of doing a great deal for me and organising extra quick delivery, so that the bed would be delivered and available for my day when he arrived home from hospital. I cant thank Rahul and his manager enough for helping me. My dad can get a good night’s rest and needed Snooze in his new bed which is so crucial for his road to recovery!

If you need good advice from people who are very knowledgeable and incredibly caring for their clients, then I would highly recommend checking out Snooze Croadssroad Team and asking for Rahul. Forever grateful! Thank you Rahul

Warranty Not Worth The Paper It Is Printed On - Appalling Customer Service – In late January 2017 we purchased a Queen Slumberland Dorset mattress from the Crossroads NSW store, which was delivered on 4 Feb. On 9 June, we went to move the mattress to paint our bedroom, found a strange damp patch at the head of the mattress, right at the edge, about where your pillows would meet but not where your head would be. The… Read more

fitted sheet and mattress protector were dry, but the mattress damp - about a 30cm by 20cm damp patch at the edge.

We do not eat or drink in bed, there are no leaks in our roof, we have lived in the house for 10 years without any dampness in our prior mattress.

Perplexed, we dried the mattress in another room, and when we went to move it back two days later, it was damp again. We put the damp end at the foot of the bed.

On 12 June we went in to the store and spoke to who we later found out was the store manager and another staff member. The store manager crossed her arms and told us to deal with the staff member - she didn't seem too interested in the issue. We were asked to email the details and photos and they would follow up, which we did that evening.

After some follow up, we were contact by the "supplier" (which is actually owned by the same company, the Steinhoff group) to arrange an "inspection" at our place. But told it "couldn't be the mattress", there is no liquids or anything like that in the mattress, the Snooze website which says it is "infused with gel" is wrong, there is no gel, or anything else that could leak, we must have spilt something on it or the roof is leaking. I note at the time of writing this review, the Snooze website still proudly claims the Dorset mattress is "infused with gel"

We were advised that this issue is not covered under warranty, despite me pointing out that the product would appear not to be fit for purpose, given after four months it it leaking/leaching something that is creating the dampness, and the "10 Year Warranty" clearly stating it covers "your product is defective due to faulty workmanship, materials or structural defects".

We were clearly told by the store if the issue had occurred in the first couple of weeks, they would gladly rectify, but because it was now four months, it is not covered, especially because there is "no gels, liquids or anything else" that could possible leak/leach from the mattress.

So in the first week or two, it could be replaced because it was faulty, after four months it can't because it must be something in our house, as there is nothing that could cause the problem from their mattress? Contradictory and a nice way of saying not our problem anymore.

We checked the mattress two or three times during the intervening period - still damp in the same spot, not enough to wet the mattress protector or sheets, but damp. It never rained in Sydney for that two weeks (or barely in the five weeks since), but apparently one of the potential causes is a leak in our roof - even though there is no water damage on the ceiling in any of the three positions where the bed has been over this whole period.

Once the inspection was done (after a whole other kerfuffle when they didn't tell us they had to take it away and deliver it back, requiring rearranging of the day and a whole lot of other stuff), the supplier advised they had dried it with an "industrial dryer", opened it up, and determined the yellow staining and dampness was a top down issue - yep, because for two weeks we have been doing what to continuously wet the mattress? He even showed my wife photos, trying to prove it was a "top down" issue (ie. we spilled something or had a leaking roof), which clearly showed the dark little gel crystals in the top layer. But there's no gel, etc that could possibly be the problem according to Snooze and their "supplier"!

They proceeded to put the mattress back on the bed - now with black marks/stains that were immediately noticeable, which they tried to clean off but are still visible despite his efforts with tissues (so now we have those as well!). My wife felt the mattress - damp! She asked him to feel it, he being the guy with the "industrial dryer", to concede "yes, it's damp". But "it can't be the mattress", despite being dried by them and in their care for the whole time. Oh, and because we were painting (from two weeks prior!), maybe the paint is causing the problem!!

I spoke to the store shortly after to relay the events, and advised that Snooze needed to come good on their consumer guarantee and warranty for selling a defective product, the one enshrined in Consumer Law that says a product is fit for purpose and spelt out on their website - which a mattress being defective four months after purchase with a 10 year warranty is not "fit for purpose". He said he would speak to the store manager.

The following Monday I spoke to the lady who didn't want to know us initially, who was actually the store manager. Was told (again) that we must have spilt something, or maybe it was the ceiling. I enquired how it could then come back off the supplier's truck damp, to be told "it must have been something on the truck" - obviously, in the same exact spot...

She would need to speak to the supplier again, but because we caused it (?), we could spend $200 at our expense to have the topper replaced, but given its been four months, not a week, there is nothing more they can do. After explaining Consumer Law to her, she said she would speak to the supplier again and come back to us, but that's a really good, good faith offer because normally they would charge $400 to replace the topper! Great, we have to pay for their faulty mattress to be fixed - great deal.

I also offered for her to come to our home, dry out the mattress (again) with a hairdryer or similar, she can watch the mattress to make sure we were not purposely wetting it in that same exact spot (as if we would!?), have a cup of coffee for an hour or two and I would guarantee it would be damp again - because there is something wrong with the mattress, not us wetting it, not a leak in our roof, not pixies at the bottom of the garden - or on the truck! She declined to prove it to herself.

Later in the week, we spoke to the store manager again. Basically, nothing more Snooze can do, it can be repaired if we pay $200, but it's not their fault. And the supplier now claims they dried it as "best they could" but they don't have industrial dryers...another story change from the supplier.

We escalated to Snooze Head Office - that was a joke. They never contacted us as part of their follow up, except to email back that they had spoken to the store and the supplier (remember, they are all part of the same group, so basically all just covering each other), and told "there is no source from within the mattress to generate moisture and it can only be concluded...it is something within your home environment that has caused the moisture build up".

Oh and that maybe it was the "air conditioner" in the room. It is actually a duct - and it is not located near the head of the bed, or in the other room where the mattress was located for a couple of days, when the problem was initially discovered - maybe it moves around the ceiling, wetting the mattress when we are not in the room, without wetting the sheet and protector.

But now it was the duct! After we went back on that, their final word was "I have confirmation that the moisture was within the paneling layers and had not reached further inside the mattress". So if the moisture was "within" the panel, even though there is "no source within the mattress", how does that occur?

Oh, and the "industrial dryer" the supplier had, that changed to drying the "best they could" later on? In the final communication became "there are no industrial dryers at the factory nor was there any drying out of the mattress undertaken". So another change in story, all to avoid their obligations.

Sadly, Fair Trading is also a toothless tiger, that process has resulted in the same position, unless we want to spend money to take it to a tribunal - for $200 it is not worth it.

So where does that leave us? After seven weeks, no further in front. It does seem that the leaching has finally largely stopped in the last week or so, with little dampness at the moment - whatever gel or other substance that has been leaching seems to have run its course, but whether it returns if we sit on the end of the mattress or move it, or something else causes it to start up again, who knows.

What I do know is we will never hand over $200 to Snooze to fix their defective mattress - on principle. And I will never spend another cent with them - ever. We will persevere with this mattress, which we spent $1500 on, for as long as we can, if it now stays dry and hope we get some value out of it, and then we will buy from somewhere else.

Hopefully, this (and quite a few other reviews on here), will cost Snooze far more than $200 in the end, and make them wake up to what poor after sales service will cost them in the long run.

Don't buy from Snooze, if there is a problem, they hang you out to dry (pardon the pun), do not stand by their warranty, and say and do anything to avoid their obligations and run their customer into the ground!

Highly recommend!! – We found the perfect bedroom and mattress for us with the help of Shiv, one of the amazing staff. Very friendly and attentive to our requests. Highly recommend visiting! Show reply

Best mattress store in sydney - family owned too! – After visiting several mattress stores like Harvey Norman, Bedworks, Sleeps, and Beds R Us, I finally stopped by the Snooze store at Crossroads, and it was a breath of fresh air. The staff at Snooze Crossroads were friendly, patient, and really knew their stuff. They didn’t try to upsell me or rush me through the process, which I really… Read more ·  1

appreciated. They explained the different mattresses and even offered a price match, which sealed the deal for me.

The showroom was well-organised, and it was easy to compare options without feeling overwhelmed. What really stood out was how much care they put into helping me make the right decision.

If you’re looking for a new mattress, I’d definitely recommend checking out Snooze Crossroads. They made what can be a pretty frustrating process feel easy and straightforward.

Happy customer – I was assisted by Rahul and he couldn't have been more helpful. Rahul was patient and answered all my questions whilst I tested the different mattress options. I walked away feeling I had made the right purchase. Thanks Rahul Show details ·  1

Snooze Crossroads Store Attitude – The return policy is quite stringent, and we are disappointed that no cancellation fee waiver has been offered despite our reasonable difficulties.

Not Worth It – We purchased a bed and mattress 4 years ago (2019, Sept) and from assembly had problems. We paid there team to assemble and they did it incorrectly. Then had more trades sent out to fix the frame which still was not done correctly. We purchased this frame 6 years ago and know need to replace as its has completely broken. Because it was put… Read more

together incorrectly we have had problems with it from initial delivery and would not recommend snooze quality

Won't ever shop here again, my experiences have completely changed after items were purchased – Initially when we were helped to select the product we were after the customer service was exceptional, we had the team there confirm that product selected was avaliable and they confirmed delievery date there and then, once money and payment recieved the total experience completely changed from exceptional customer service to the worst customer… Read more

service my husband and I ever experienced! We realised that once the produced was paid for there was no need to satisfy us any more.

My partner and I had the pleasure of being assisted by Rahul at Snooze, and I must say, his service was nothing short of exceptional. From the moment we arrived, he was incredibly kind, attentive, and genuinely willing to help with all our needs. Not only did he go above and beyond to ensure we were comfortable, but he also offered great advice… Read more ·  1

and fantastic recommendations. The level of service he provided was truly amazing, and I will definitely be returning.

This 5 star review is for one reason and one reason only and that is because of Rahul he is the Michael Jordan of service the goat highly recommended him he is the best and really knows how to treat you and know what the customer wants will definitely recommend and be back Rahul he is very knowledgeable like a bed scientist and not pushy at all use want a mattress bed or just someone to make your day Rahul is your man Show reply

Snooze Crossroad - ver good and safe place to do shopping – Excellent services and follow up. The staff, duty manager and manager at the Snooze crossroad are excellent . Every thing they said to me was correct. Thank you Snooze Crossroad for everything Show details ·  2

Best customer service – We had the best customer Service from Rahul and his team in Crossroads Snooze. We bought a king size bed frame. He had a positive attitude, smiling and very welcoming gesture. We decided and bought the product so quick because we loved his customer service and product information. We will be definitely going back. Show details ·  1

Exceptional Customer Service Experience! – I recently had the pleasure of experiencing outstanding customer service at Snooze, Crossroads. Amit went above and beyond to ensure our needs were not only met but exceeded. Every question I had was answered with patience and expertise, making me feel valued as a customer. Show details

Best and fastest service i’ve ever received !! – Rahul, Bethany and Rosy were absolutely amazing offering the best customer service and going above and beyond to provide us with the best value for money. Highly recommend the Crossroads Snooze store for any of your bedding needs.

Amazing Customer Service – The most helpful and professional staff!! Big thank you to Rahul, Bethany and Rosy for their amazing service in helping me to find my dream mattress. Highly recommend the Crossroads Snooze store for any of your bedding needs. Show details

Great price and service – We were served by Rahul. He made us feel so welcome. He is very knowledgeable and extremely helpful. We bought 2 mattresses and had a wonderfull buying experience. Show details

Great service – Hulya at Crossroads Snooze was fantastic. She was extremely helpful and patient. She was very knowledgeable and made buying a bed and mattress much easier with her fantastic customer service. Show details

Wonderful Customer Service !! – We had the pleasure of being served by Bethany at Snooze Crossroads! We were looking at purchasing a new mattress and found her attention , knowledge and recommendations very impressive without being pushy. Thank you so much Bethany ! Hope your company know amazing you are ! Warmest regards, Marsili family Show details

New king single with bed head – I called into the store with my brother who is intellectually disabled and he is moving into a new residence soon. We were assisted by Rahul. Purchases are still to be delivered but his service was amazing and we were very happy with the price. Show details

Amazing Service ! – Thank you to Rahul who helped my fiancé and I find the perfect bed and mattress for our new home. Not only did he help us but also my family. Super knowledgeable and patient. Highly recommend coming to Snooze Crossroads ! Show details

Great service – Great service from the team especially to Bethany who guided us in selecting the correct bed we need and for the rest of the family and Amit in supporting Bethany on the selection process and providing us with further discounts. They are not forcing you for sales but just to assist you with the needs as each of us have different requirements. Show details

Excellent service – Today, we had the pleasure of dealing with the store owner Amit at Snooze Crossroads. He spent well over an hour helping us decide on the perfect mattress for us. Thank you again, Amit, for your wonderful customer service and knowledge. Look forward to designing our headboard with you. Show details

Excellent service – A huge thank you to Huleya at snooze crossroads Casula, you are an amazing person with excellent customer service skills and qualities. I thank you for being very informative and patient while helping me navigate my needs and I appreciate the amount of time you spent answering all of my questions thoroughly and being very descriptive in your… Read more

responses. I highly recommend anyone looking to purchase a bed to visit snooze and especially Huleya for all your bedding needs and questions. I was very satisfied with the choices available even though it was a very hard decision to make due to having a variety of quality beds to choose from.

Best service – My family and I walked into Snooze at cross roads , I was served by Karen, she was very helpful also the manager came and helped us with more questions and gave us a very good price. I recommend the store to anyone looking to purchase a bed. Show details

Great customer service – Bethany and Rahul was super helpful. They were able to help us with our purchase that meet our need and budget. Looking forward to shop at Snooze crossroads again. Show details

Amazing customer service – My and my partner visited the store today and we met store manager Rahul.Customer service ,advise and time spent with us was amazing. I was very happy with me purchasing process.

Amazing service and great products! – The manager Rahul was super helpful and went through a wide range of beds with us. He did a profiling test with us to find the best bed for us. Very happy and will definitely be back in future. Show details ·  1

Great experience! Customer service was awesome wouldn’t go anywhere else! – Rahul was so helpful and helped us purchase exactly what we need! He knew he’s product information and answered all our questions. Would never shop for my bedding needs anywhere else! Show details