Reviewer Photos & Videos
The staff were great help, so lovely! Highly recommend coming here if youre looking for good service and great prices
The reviewer stated that an incentive was offered for this review
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
STAY CLEAR! Absolutely horrible experience. We purchased a very expensive mattress which failed after 2 years. The fine print is to repair your mattress, not replace it. Who wants a faulty mattress?! My neck and back have never been worse.
Nice bed excellent delivery service
The design yourself type bed is good quality and looks great. Good functionality having a small blanket box at the end which doesn’t take up a lot of room but is really good for sitting on to put on shoes etc.
The delivery drivers who installed it were really helpful and friendly and put the heavy portion of the old bed parts on the trailer for me which was really appreciated.
However it was being manufactured during COVID and the factory had to go into lock down so at one stage there was no delivery date available nor any update on whether it...
Terrible after sales customer service
Purchased a top of the line mattress and base at beginning of 2020.
Upon delivery, noticed manufacturing fault on Maddison mattress.
Advised store immediately and then waited, waited, waited...,
After at least 1/2 dozen phone calls and in store visit and SIX months time passage, finally had replacement delivered.
It was raining and delivery team refused to take off shoes on our carpet.
Rude and insolent delivery people.
Store Manager on phone finally got them to remove shoes and replace mattress.
Sorry, never again will we purchase there again.
Competitive market, plenty of other suppliers/ stores out there.
Must be doing very well that they can afford no repeat customers??
Fantastic Customer Service
Wanted to Thank Shane and staff at Snooze Joondalup for their fantastic customer service. Really appreciated a fast solution to a problem we had with delivery of a new bed, our problem was handled quickly and and resolved within one week. Thankyou.
Great service, delivery, and product
Great product , service and delivery, friendly staff; I bought a mattress and a bed . Assembly and delivery was easy . I will certainly recommend to others and I’ll be back again.
force me to take the item!
They sale me the wrong item and asked for refund within 24 hrs. They refuse and force me to take the mattress!!! I cant believe this happend in Australia !!! Never ever experience this kind of service in my life. Keep away from this shop.
Selecting a bed
Jordie guided us through the process of selecting a double bed, she was efficient, thorough and patiently helped us to reach a decision and has proved to be an excellent choice.
The bed was delivered on time by two friendly, efficient and considerate guys.
We highly recommend Snooze for service, quality and price.
- NSW, Auburn
- Verified customer
Bed is faulty.
The store was fine and the customer service wasn’t an issue. My issue is with the product and the follow up guarantee. Our bed is faulty and doesn’t fit together as it should. They sent someone to ‘assess’ it however they only sent the drivers! They were trying to fix it. We refused as we didn’t want a fixed bed, we wanted a quality product from the start. The bed creaks, moves and isn’t able to be assembled properly, tolerances are terrible. So we now require a refund as given the build quality on this 2k bed, it’s really average. We need to buy another or look elsewhere.
Quality was not satisfactory
Honestly very disappointed with the quality of the furniture..I bought 2 Memphis bedroom suites and after a few months started to fall apart! Dealing with them after was a nightmare!
Worst experience ever!
Disguised, What Warrenty?
Purchased king bed at Snooze Frankston 4 years ago. The sales person advised me that bed was covered by unmitigated warranty,” even if a person weighed 150 kg,we guarantee no sag” we were told.I am 87kg and after 4 years I cannot sleep on bed any longer.It sags at my hips by 120mm.
After making initial warrenty claim, it has taken 4 weeks to find out nothing has been actioned. So today I was given a lesson on to void a warranty by the manager.
Slats must be flat ,not curved(never mentioned when I purchased bed,even though I asked), and as for b...
Very bad service and bad attitudes
I purchased a bed first time was manufactured faulty and knows again the bed the wood broken I try to Call the store he was rudely on phone plus we can’t talk to the owner until the next day I don’t advise anyone to purchase from the high points store
Awful experience with Taylors Lakes store
Awful experience at Taylors lakes store. Very rude and unprofessional. Poor customer service and service delivery is so bad. Waited for my bed for a long time, then had a call from them saying we have received your bed, but the matteress is damaged, so need to send it back and we will get you another one soon, a week after they called me to say the delivery is on Saturday, so I had to organise someone to satay at home for the delivery as I work on Saturdays, then had another phone call from them saying the truck driver had an accident and he is...in hospital, then the day after they said another driver will deliver it on Sunday, after all I have received it, but the base is damaged. I went to the store straight away, I was told we will change it for you , but don't know when and I had to wait 17 minutes to be seen by the girl as she was serving another customer. even the customer in front of me told them they are so rude ! I don't recommend snooze at all and I will never go back there ever again.
Worst mattresses ever
I paid 3500 $ for a mattress from snooze .when i got it home after couple.of weeks i start feeling so bad backache and pain in my legs
I called up the store for returning it they start making execuses and ddnt return it back
To be honest i would never recomended this brand
I was using other brand and never suffer from this pain
Really i wasted my money over zero from ten on mattress
I dnt advics anyone to buy from them.
The mattress that arrived was very hard, damp and strongly smelling of antiseptic
I couldn't sleep on this mattress - and slept on the couch - because of the smell and it was hard. I feel that when you complain you are offered fobbing off responses - like it will get softer even though when I've bought a soft mattress before they start off soft - and it will wear in like a pair of shoes - which actually exacerbate your frustration instead of soothe it. And then you are told that only if the quality-control employee whose interests are alligned with the company decides the smell is too strong - they will give you another. There is no reassurance about rectification.
Terrible handling of disputes
Rang up the local store before placing an order online. Wanted clarification on inclusions of an extended headboard frame. Asked the storeperson if side tables were attached to headboard or needed to be purchased separately. Then after being assured that they were in fact attached, purchased the product online. The store now denies ever making that statement, despite phone records showing a call placed to the store monitors before online purchase was made. [Name Removed] has been exceptionally rude and passive to deal with. Buyers beware, get everything in writing when dealing with this store.
Avoid!!! Customer satisfaction guarantee does not apply !!!
After explaining to Snooze Launceston that my wife sleeps hot and testing several different QS mattresses in store we were recommended a Craftsman boxed innerspring mattress which we purchased.. Just one night on this mattress we discovered it was hot to sleep on. Snooze Launceston would not exchange or refund even though we expressly pointed out that we needed a mattress that was not hot to sleep on. Customer satisfaction guarantee does not apply at Snooze Launceston. We have since discovered that there are other stores in Launceston that will exchange mattress if for any reason you are not happy with your purchase.
- NSW, Erina
- Verified customer
was sold the wrong mattress and would not exchange
It does not state on the mattress the firmness of the mattress, only the name so you have no idea what you are buying, that is until after it is delivered, them no refunds or exchanges, so you are stuck with a mattress worth thousands of dollars.
- ACT, Canberra
- Verified customer
Be careful of buying from the store
Be very careful of buying anything from this store. Make sure to put everything in writing of what they promised, before placing your order.
I wanted to cancel my order in 4 days after ordering because of extra charge not mentioned at the beginning. But I was told I could not cancel it because the order was put to production. I was even intimidated by the franchise store manager that "according to consumer law" I would not get my 50% deposit back until they sell the items to someone in future.
This is ridiculous statement against consumers. I...
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|
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