Reviewer Photos & Videos
Rock Star Customer Service!
treated like royalty, guided through mattress, bed head shapes, fabric and custom decorative touches. Great service. Awesome quality. Unreal experience!
Not worth 1 star
We purchased a mattress, and were advised if we took the delivery option that our mattress would be placed on the existing bed frame and mattress plastic removed as part of the delivery/install service. So we booked it in.
The store then called to confirm details and took instructions on install.
The store then called some 3 weeks later advising delivery , they advised that a driver would call us 30mins prior to arrival.
The delivery team (3 males) did not call. I received a LOUD banging on my front door and one male yelled out upon openin...g my front door "Mattress delivery". They failed to call, and failed to identify themselves. The store received clear instructions for installation, however the delivery team had no idea of the instructions (according to them the store didn't tell them) They left the mattress at my front door and drove off. I called the store to let them know what happened. They didn't offer the men to come back, but they offered a refund because i paid for a service i did not receive. [Name Removed]said she would call me back.
Heard my co worker advising delivery issue and that mattress was not placed where it was promised and then management ([Name Removed]) swore and terminated the call. She was very rude and aggressive. Do not buy anything at the Taylors Lakes Snooze store, I have told all my family and friends - I was in such a shock to hear someone in customer service argue and be so rude about such a small misunderstanding. How a store owner can be so unprofessional and have no idea how to deal with a minor compliant is beyond me.
Do not expect respect as a customer. To them you are just number
I was served by [name removed] at Snooze Mile End, hoping to find a bed for my parents as my father suffers from severe back injury. Walking into the store, we were introduced to many different beds by someone else at the start until [name removed] came to join us in helping us to purchase a bed. At times [name removed] made in appropriate comments such as "you need to buy a bed that satisfies your husband" along with a uncomfortable smirk as well as couple sexist comments - I actually had to be rude inorder for him to not mock my own mother (a...s english is her second language). However, being just us girls there that day we assumed that it was just a cultural differences. We happily bought a bed as well as a frame and was confirmed multiple times that it will arrive before 9th of January 2020 as all of us were out of the house after this time especially during delivery times, due to work and other commitments. However, eventhough i paid an incredible amount of $2950.00, i didnt end up receiving the bed on time. When i called up on 7th of January 2021 @ 4:06pm as at this time i still have not received my text regards to the delivery. [name removed] excused himself advising me that "look things dont always work out as planned", "the mattress never going to arrive within that time as it is a special one for the frame". I was shocked to receive such a disrespectful and irresponsible response. I would have not bought the frame and bought just a normal mattress if that was going to cause delivery delay. As i further expressed my anger and stress, i advised [name removed] that i was not able to receive this bed and that it will be a month later until someone will be home during their delivery hours, he just kept repeating that "there must have been misunderstanding, it never would've arrived within that time". This stressed me out and upsetted me as i would not have purchased a $3000 bed when i cant even get it within the time i inquired. I wouldved ordered online which may have been quicker and cheaper delivery or even order from other sellers that have it in stock. It was crucial that the bed came in time as my father's back was worsening from the broken bed. Additionally, i had to pay a person to stay at my house to accept the delivery as beyond my requested date, no one could accept the delivery. Due to the time "frame" of 3 hours, i paid $90 in total for someone to even accept the delivery. I would not have been this fuming if [name removed] apologised and was honest from the first place that the delivery cannot be completed within the date i requested and not just sell beds for the sake of money. Or if anything provided me a follow up of the delivery and its delays. I still can clearly remember and my sister and my mother who were there also remember that our main goal was to get the best mattress that can come ASAP within the time we needed it as i was urgent. Or else if we had to wait, we might've as well bought the luxury line.
Excellent Customer Service
We ordered online and they rang straight away to let us know the item was not in stock. Let us know when it was expected and rang to confirm when it arrived. Pleasant young men made the delivery and were a pleasure to speak to. Great experience and will order again from them.
Rude and dismissive staff
Mattress arrived a day late, stitching was already coming off label. Staff weren't helpful for any after sales assistance so much attitude I even contacted head office which took 8 days to receive an automated response. After 20 years of buying all family beds at snooze this is the last
- NSW, Manly Vale
- Verified customer
The floor staff were exceptionally helpful. The store owner went out of his way to make sure I got exactly what I wanted and was on the phone to the manufacturer to confirm small changes and time frames. A delivery ETA was proposed and it will arrive ahead of time.
Could not ask for better service. Thank you team at Snooze Manly Vale
The service was exceptionally excellent!!! Love the bed I bought!!
Very satisfied with the service and product!! It was easy as to navigate around the store and I found what I want!! Quality is so so good
Team provided us with excellent service, presented us with all the possible choices. Looking forward to receiving our new bed!
Friendly helpful and knew exactly what I was after!
Easy store layout and clear explanation of differences between products which made it easy to decide - as it’s a topic I know nothing about.
- WA, Mandurah
- Verified customer
Having to order online or over the phone wasn't easy. When you live in the country. These guys went out of their way to help me order and deliver my bed
Review collected in partnership with Snooze
Loving our new mattress
Friendly staff with a good knowledge of the products. Good range of products. Very happy with our purchase. Delivered with in promised timeframe.
Very helpful had an answer for every question. Didn’t try too hard to sell me more than I wanted. Recommended
My recent purchase of a queen size ensemble was pleasant and easy! Just the way I like it. Customer service was great, delivery was prompt considering it was a few days before Xmas and my daughter loves her new bed! Thanks Snooze Fortitude Valley!!
Ravi & Nav Manly Vale Snooze
Ravi, Nav & the delivery team at Snooze were fantastic. They were very knowledgeable and helped us pick a great king size bed. We now love our new bed. Thoroughly recommend them all. David & Rita
Amazing customer service
Bandish at Snooze Prospect was amazing. His customer service was impecable. He listened to what we needed and provided it. He didn't try to give us anything we wouldn't need and didn't try to make us spend more. We had a budget, he showed us what we could get and then we decided. We didn't feel pressured at all. He let us explore the shop freely and came when we needed. We thoroughly enjoyed our experience at the store because of him and we would like to show our appreciation of his hard work. We can't wait to get our new bed and have a wonderful sleep.
I am very happy with my recent purchase at Snooze - Jacinta helped me to choose the perfect bed I was looking for a long long time! Very happy with the product and the service I received at the DFO South Wharf - I will recommend the store to my family and friends!
Great product range and excellent customer service
I ordered the St Germaine bed frame - it was manufactured and delivered much earlier than expected! A pleasant surprise. The quality of the bed is excellent- made to my specifications. However it is the excellent customer service that sets this store apart - I had positive interactions with everyone I dealt with. Big shout out to the two delivery guys - friendly and helpful with a smile! Highly recommend Snooze Aspley Homemaker
Warrawong Snooze were so helpful and tailored specifically to my needs. Great friendly staff!
Warrawong Snooze were so helpful and tailored specifically to my needs. Great friendly staff! I had an idea on what bed frame I wanted and matthew helped me out with an even better deal.
The reviewer stated that an incentive was offered for this review
Wonderful customer service
We were served by Rocky who provided sensational customer service
With 2 screaming kids, he was patient and spent the time with us to help make a good choice. Will definitely return
Questions & Answers
Can you cancel and get your deposit back
Thank you for contacting Snooze. Please contact the team at the store where you placed your order or email us at firstname.lastname@example.org with your contact and store details. Please know that store are not required to provide a refund when there has simply been a change of mind.
Under what circumstances other than change of mind does a snooze permit a refund?
Thank you for contacting Snooze. The circumstances and details of the issue determine when refunds are required to be provided to customers and is outlined by Consumer Law, available on the ACCC website https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund. Should you require any assistance please email email@example.com with details and we will review them with the concerned store.
|Category||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom and Mattresses||Bedroom and Mattresses||Bedroom and Mattresses||Bedroom and Mattresses|
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.