Fantastic Customer Service
Our experience with Mathew was great from beginning to end. We never felt like we were being 'sold' to and Mathew was very patient with his time and our slow decision making. We also tested many other mattresses to compare product. Delivery was prompt and any issues were quickly resolved. Mathew thank you for your professionalism.
Very accommodating & went the extra mile more than once
Mathew was friendly without being pushy, gave me plenty of information, and gave me space to lay down for a while as I tested out the mattresses.
He also understood and respected that his customers would shop around in other stores following a visit to his store.
He went the extra mile with more than one thing:
- Was willing to hold on to the base & mattress beyond the 6-week turnaround time until my apartment is ready to move into
- Provided a solution to be able to add the bedhead I had chosen elsewhere, and even provided me with the brack...
The cherry on the cake that was the service
I want to say a big thank you to Franca from Warrawong who met us as we entered the store. Franca was professional, warm and knowledgeable and her interaction was exceptional
Franca gave us relevant, up to date information with no intrusive or hard sell behaviour. Was patient and listened to our questions, providing clear information
We purchased a mattress and pillows
In case you’re wondering- No I didn’t know Franca before entering this store
What I do know is that her interaction with us was the difference in making our experience pleasu...rable and easy, resulting in us choosing to spend our money here. We would also recommend friends and return again It wasn’t only about the product, but equally about the service we received from Franca It’s easy to write complaints and never hear the good things Franca is a definite asset to this store-
Do not buy from Snooze
We ordered my sons bed 31st August 2019 and was told 4-8 weeks. After many phone calls i was told delivery 15 December. After waiting home all day i got a call at 630 Friday night that the truck had broken down so i had to wait another week for the bed to be delivered.
When the bed was delivered it was missing the trundle which apparently is sold separately so i was told i would have to wait for that.
Well, here i am 7pm the 20 Dec - Friday night before xmas - waiting for my delivery that I was told was coming today. My 6 year old son is wond...
Fixed all our issues
Matthew from Snooze Warrawong did an outstanding job when we misplaced the bolts for our bed frame during a move. He was able to locate spares saving us the wait of ordering during the Christmas period. Can't thank him enough.
Don't shop at Snooze!
We placed an order for bedroom furniture on 28 August 2019 and, 15 weeks later, it is still somewhere in Melbourne with little chance of receiving it this year. At the time of purchase we were advised the furniture order would take 8-10 weeks to receive. At no time were we told that was just the start of the wait. There are delays the whole way in the delivery chain; suppliers won't deliver to the depot until the truck is full, the transport company only runs from Melbourne to Sydney once a fortnight....and so it goes on. Every time I have chas...ed the status of the delivery I have been given a different story and every time told the furniture will DEFINITELY be at the store in 2 weeks. I have spoken to 3 or 4 different people at the store and the information keeps changing and is not accurate. I feel I am just being fobbed off.
Devastating shopping experience, nearly four months and still waiting for my bed. Every time I contact the store they fob me off and then nothing, worst customer service ever. Beware.
all round service
excuses excuses! ordered mattress over 6 weeks ago, meant for delivery after 2 weeks, called shop Friday for delivery time, saleslady said mattress arriving at store from Sydney warehouse Friday morning, driver would text when 1/2 hour away, rang again bout 10,30am, matt informed that delivery driver decided he didn't want to work any more! Was trying to find another driver thru day, I rang a removalist who was fantastic, did the pickup for me, saleslady wasn't helpful at all to him! Rang shop again Saturday for old mattress pickup, nup, wouldn't happen til Monday, TRUCK breakdown, I understand things happen, but, we'd paid in full, for delivery and pickup, not very happy at all, no recommendations from me!
Above and beyond effort
Purchased a new mattress from Snooze Warrawong. The sales person was knowledgeable and the price was very competitive. But it was the delivery effort that was the icing on the cake. Due to a mechanical issue with the delivery truck, and despite the lateness of the day, the mattress was still delivered mid-evening. The store owner literally went the extra mile as he was aware we had visitors staying over that might and the mattress was needed. A really big thank you to Snooze Warrawong. Highly recommend.
Excellent service and products.
Excellent assistance from Mathew, he looked after us in terms of price and after sales service. The bed and pillows are fantastic and the linen much appreciated.
The estimated delivery was on time.
- NSW, Warrawong
- Verified customer
Avoid Snooze Warrawong
'God must not be on this customer's side today' was allegedly what [name removed], the Snooze Warrawong store manager, said as she laughed and asked the delivery drivers to take the mattress off her son's bed and deliver it to us - the customer - as new - on 1/3/18. Her reference to god was used as the mattress was ordered over the phone on the day my Dad had passed away and we were buying a mattress to replace that which he died on. She knew this, given the purchase over the phone and request for it to be delivered right away.
She allegedly w...rote on the mattress in permanent marker to cover a date that was on her son's mattress already and vacuumed it and packaged it up as new so we would not be aware of this. We found out a year later when an ex-employee contacted us after feeling guilt for not stepping in at the time. Sure enough - we checked the mattress and 'Old model' was written in permanent marker, covering a date in pen of 20/7/12. On contacting the store owner [name removed] about this, he was more interested in knowing the source, then actually providing evidence to refute this claim. Snooze Consumer Guarantees & Compliance Manager, [name removed], also responded to it all saying 'Unfortunately it is a year old matter that is being reported now with very scant means of proving or identifying any wrong doing.' She did say that the mattress was likely produced between 2013-2015 though. When we contacted the manufacturer Select-o-pedic to attain evidence of when the mattress was made and delivered to Snooze Warrawong - we were told they would contact Snooze Warrawong to get the purchase order and provide the details. No call back was received but when followed up, Select-o-pedic Manager, [name removed], advised they had spoken with Snooze Warrawong and refused to provide any detail about the date of manufacture/delivery and would not even provide an email address to be contacted to provide that response in writing without seeking legal advice first. A refund in cash has since been provided by [name removed] to store owner. This was done once they took the mattress back. So please check your mattress if you have purchased a Chiswick mattress DB Slumberland essentials Please avoid purchasing from this store. Really repulsed by the alleged actions of [name removed], the store manager, and the subsequent action by Snooze as a whole to look into this.
Worst after sales customer service
Purchased on 30th December... was told early March delivery...I was ok with that.. what I was not ok with is that after this delivery estimate time I’m the one who called numerous times to ask about progress. I was told twice that I would be called back to let me know what the status was....nope...went into the store.... again they would follow it up and call me....nope...I called again and was told first week of April (12 weeks later) as there was a flooding in the factory and it has to be remade ( excellent excuse) called again today as it is...now 13 weeks only to be told another 3-4 weeks...totally unacceptable and will never buy from this store again....they fail to call or email and it is up to you to chase them. Do yourself a favour and shop elsewhere.
Recommend any other store stay away
Worst experience ever will never use them again was told it would be 4 weeks 8 weeks later finally arrives and they sent me one that was all scratched up and had clearly been sent back by someone else as the box had been retaped together rang and emailed but no reply had to travel to the store to see them personally ,one of my biggest gripes is their communication no one calls or emails to say it’s not coming or why it’s late it’s up to you to chase them,
- NSW, Warrawong
- Verified customer
Quality products, great service
Great variety of products, quality bedroom suites. The bed is very sturdy and looks great. I found the bed easy to assemble and didnt need extra help. Service was great and I am a returning customer
- NSW, Warrawong
- Verified customer
Belynda provided us with great service. She was very friendly and happy to look up all details we needed to help make the right decision for our purchase :)
Comfortable mattress, good service
Good range of products, helpful and friendly staff with good knowledge of products. Happy with our purchase of the Slumberland mattress.
Great service. Matthew is very knowledgeable and helped us find the perfect mattress. Went out of his way to organise a faster delivery of goods.
Excellent product with even better service
Great quality. Huge variety of stock. Exceptional customer service. Our consultant was extremely knowledgeable and went out of her way to explain the product. Very happy with our purchase.
great service involved assessing ;my sons needs for bed through product software then quickly he found the right bed for him.
Returning customer as service was great on previous occasion. I was served by Matthew this time who knew his products and was very helpful in assisting me to make a difficult decision easy.
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