- NSW, Moore Park
- Verified customer
Store Manager - "You would be better off trying to sell it on Gumtree!"
Would give negative rating if I could. Unfortunately, a 1 star is the lowest on this site.
Having discussed with 2 Snooze stores that I have a bad back and my partner has hip bursitis and tendonitis we were sucked in by the well-trained sales team and went through the ridiculous process that is the ‘Snooze Profiler’. Based on the results we were advised by not 1 but 2 stores that the best mattress for us was a Sealy Palatial Plus. We were told that this was the plushest mattress from Sealy, and it would offer the most support.
I am extremely...disappointed with and concerned by the performance of the mattress. Our experience has been the opposite of what one would reasonably expect from a Plush mattress. Although we were told instore that it would take time for our mattress to soften to the same level as the tester in store, it is now 6 months and my partner has not slept through the night once due to how uncomfortable she is, and I am now waking with a sore back and feeling lethargic and “not refreshed’. Sadly, after ringing the store to raise my concerns 5 weeks after purchase and speaking to the assistant manager, I was under the impression that they cared! I was told that I needed to sleep on the mattress for at least 2 months before the store would investigate any comfort issues. 2 months passed and I rang and speak to the assistant manager again who tells me she will speak to her manager and they will decide whether anything can be done. The assistant manager then called to advise that it is not Snooze’s problem but rather Sealy’s and somebody from Sealy would contact me to discuss further. Effectively ending any help from Snooze. Sealy then booked in a time to test my mattress for defects which of course as expected came back with ‘no fault found’. They did explain that it was possible for a comfort adjustment to be made, though I would have to organise this through Snooze (At my expense). They also questioned why I wasn’t offered an ultra-plush originally?
Really Impressed! Excellent service
From the moment I walked into the Moore park store, to the delivery of my products - the customer service has been excellent! I spoke to a number of staff in store and by telephone who were helpful, kind and knowledgeable - they went above and beyond! I highly recommend Snooze at Moore Park, what a great team of people!
This is perfect,
I bought it from the store and payed cash! I am very happy with the size (Queen), Love the extra pillow stitched onto the mattress, I is like laying on a pillow.
not happy with snooze mattress recommendation
we purchased a new mattress in store. The assistance used sleep match and up traded us to a Maddison mattress. I've been disappointed with such an expensive product. It's lumpy, very deep(needs special sheets, is impossible for 1 person to make & is so high feels like I'm climbing into bed)
Wishing I'd stuck to my original preference (Sealy). Be very careful not to get up traded by the assistance and the bed match machine- designed to make you spend more!
Decent bed, reasonable price, below average service.
Purchased bed.. and was told we'd be contacted about delivery the next week. After two weeks we eventually called and they hadn't actioned anything about the purchase. When it did get delivered (at 5.30am) it was missing one important part. It's now been two weeks with multiple calls and we're still waiting for that part.
- NSW, Moore Park
- Verified customer
Read this FIRST before you think about buying from Snooze
Purchased from the Moore Park store.
First Delivery = Didn't even try to get the bed into the house. (4.5 month wait)
Second Delivery = Can't get the bed into the room, but tried. (2 weeks wait)
Contacted the manager at the Moore Park store = We can only offer you store credit, not refund. If you want a refund, you can send me an email and I will forward it to the head office. (email sent, followed by 2 phone calls and 1 week of waiting, no response).
Contacted Snooze head office directly and got this response after 2 weeks "T...he details you have provided indicate a ‘Change of Mind’ situation where the products ordered, did not fit your residence. Please know that the store is not obligated to provide you with a remedy in such circumstances"
Captain Snooze Bankstown
I bought a Madison Grosvenor mattress in January from the Moore Park store. I spent over an hour testing the beds and the sales person seemed helpful. I ended up buying the Grosvenor even though their bedmatch system told me to go for something softer. When I got the bed home it was rock hard. The store assured me it would get better over time. It was over a month and still getting up with sore back every day.
I was near the Bankstown Captain Snooze and decided to try to beds again to see whether the bed really was as comfortable as I had thou...
We bought a mattress from snooze Moore park 6 month's ago. We were looking for a good mattress. We were told to try the bed match system. The result was green for my husband and blue for me with the my side mattress series 6. Since we bought this mattress it is a nightmare. First we came to see the manager to exchange the mattress. It was impossible. He said we had to get used to it and try it at least two months before he could do something. A rule's company. After two months of sleepless nights and chiropractor sessions because of my sour bac...k and neck, we had to came 10 times to the store to see the manager. We had to fill a report to the company and finally the company accept to change one side but not the other. I take my husband's side and my husband get a new side firmer. Now it is a bit better but we still wake up 10 times a night to change position and wake up with sour back... with this 4000$ snooze mattress.
Great service until you pay - BIG LIAR
I came to purchase a mattress and a bedframe from snooze last Saturday. The very kind lady named [name removed] from Moorepark Branch in Sydney helped us out and explain the differences between the mattress, etc. At the end we decided that we are going to buy the madison mattress at the same day. [name removed] checked with her manager and said that the items we ordered are in stock and will be ready on wed the next week.
I decided to purchase this one because I need this URGENTLY - I moved out of my place on Wed so I take on her promise and...leave. Surprise surprise, Tuesday comes and still no phone call to confirm our delivery, we called them up and of course they are expecting a delay - possibly up to Saturday. Perhaps I should just slept on the floor before the promised bed comes. IN Summary: if you need something urgently go somewhere else, whatever dates that they promise you for delivery - expect the items to come at least 1 week later. Great service Delivery is not as promised.
How hard can it be to get your money back!
Over a year ago I purchased a Design Mobel Energise 2 bodyfit mattress from Snooze Moorepark Sydney for about $3,000. Within a short time of owning the mattress, the seams split and the cover tore all over. I have spent over a year having the mattress fixed and replaced - the replacement Energise 3 ripped in the same way - writing letters and emails and calling Snooze and the manufacturer to come and take away the faulty mattress and give me my money back!I had to lodge a complaint at the NSW Office of Fair Trading - no success - and then had ...to go to two Consumer, Trader and Tenancy Tribunal conciliation meetings in order to get a full refund. This whole drama is all because Snooze and the manufacturer would not acknowledge there was a fault in the mattress by ignoring my complaint and the existence of a fault, Snooze and the manufacturer were breaching consumer warranties for products which apply in law above store warranties (Trade Practices Act & Competition and Consumer Act). The mattress was not of acceptable quality! Terrible customer service and relations! Terrible knowledge of what is required for a supplier and manufacturer when a product is faulty! terrible service and lack of knowledge about consumer law!
Great if you get the right customer service staff member. Cannot comment otherwise if you don't. They are more expensive than other stores but I am hoping the product will speak for itself.
Excellent customer service today in Moore Park store. After visiting every bedding / furniture store in the Supa Centa, [name removed] at Snooze was the only one who genuinely offered assistance and introduced herself to me. Freedom ect take note. I am looking forward to my new bed arriving. Will see what happens I guess....
The other staff in the store w...
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