Reviewer Photos & Videos
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.
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
Avoid at all costs
I would recommend avoiding this store at all costs. We ordered a king bed frame in Dec 2019 and are still waiting for some components in Jan 2021. They blamed covid over and over but forgot to place our order in Dec, we followed up in late Jan when we were told expected delivery was only to be told it on a truck now but was delayed due to bushfire in Vic. Fair enough. Received a call three weeks after this clarifying some components of the bed design stating they were just about to start manufacturing it. Waited three more months for the bed to...be delivered and it was the wrong order. New components had to be re ordered from over East. Had to follow them up multiple times and the new parts finally arrived in mid 2020. However no one had reordered the draws and now they were the wrong size for the bed. They needed to be reordered, I had to ring the store to check this had been done as I received no communication from them. I've had to chase the store constantly through all this process and covid is always to blame despite it being human error every time. It's Jan 2021 and I STILL have not received the draws. It's beyond a joke.
- QLD, Stones Corner
- Verified customer
Lack of knowledge of staff on their products
While this may be the actual stores fault for lack of training it still reflects on the overall performance of the store and a lack of willingness to buy a product by the public. I did a LOT of research on mattress for people with back pain and sciatic which I have and the woman in the store could not recommend any mattress for me because of lack of knowledge. I mentioned I was looking for a mattress for people with sciatic and was met with a response of have I seen an orthopedic doctor. As other reviews pointed out on poor performance this cou...ld be seen as condescending but I took it as lack of knowledge. It was this reason after getting a quote and doing further research that reveals you could actually be paying more for a bed from snooze than other places I took my business elsewhere and the salesman in another major shop could inform me with an abundance of knowledge on the right mattress to purchase. Such is the joy of competition under capitalism.
Range was good and the lady who was helping me was very knowledgeable- however she was condescending when I wanted to take a photo of the mattress to send to my husband. She made me feel embarrassed and I had to leave without purchasing - bought my mattress elsewhere
- Verified customer
Bad service and didn't pay so much for chipped bed
Purchased a bed from their Craigieburn store that was delivered today. One of the legs of the bed came chipped.
Avoid the delivery service
We purchased two mattresses and base ensembles last month. The quality of the product and the in store service by the store assistant was great. The delivery was promptly organized as promised. When the mattresses were delivered my staircase, which had been painted 10 months earlier, was left scraped and scuffed. The delivery men/contractors were quite careless and flippant with the paint scraping that they had caused . I contacted the store and organizing a quote, as asked, and proved the paint damage with photo's. I was told by the stor...e that the contractors had said that they were pre-existing. I accepted a mere payment for paint only, rater than going to VCAT. I have been left out of pocket by a substantial amount of money and quite disappointed with how it was handled. I definitely won't be a returning customer!
Purchased a bed frame from Snooze and was told it would be a 2-3 week wait. 3 weeks later, no phone call from Snooze I have had to chase up my order to find out it’s been delayed and is ‘expected’ in another 3 weeks. Extremely poor customer service. Still no guarantee of delivery date, highly suggest going anywhere else for a prompt delivery/service.
Skip snooze and shop elsewhere.
What a horrific experience!!
Snooze Waurn Ponds. Staff lack communication and problem solving skills, don’t take ownership of their mistakes and are rude.
Placed an order for a bedroom suite and mattress on October 6th was told it would be delivered in 4 weeks.
Mid November I follow up on the delivery as I hadn’t been contacted and had sold all my old bedroom furniture. Only to be told that they had my mattress in stock but the bedroom suite wouldn’t be delivered until December 3rd! When asked why I hadn’t been called and informed about the ...
Very poor performance on delivery
I purchased a mattress from the Cannington store. A delivery date was set for the 12/12/2020 (way past the next day delivery advertised). On the day, after waiting for a few hours, we phoned the store to confirm delivery just to be informed that nothing was on the schedule.
You really have to get better at this
Not happy bad communication
I purchased a mattress & Bed frame in beginning of September told base would be in on the 16th of Nov .the mattress was in store but no frame no one was decent enough to call me an tell me that they had trouble with getting the base in.i rung the store in 1st week of December
Really my disappointment was no one followed up to let me know what was happening. If I knew it was going to take this long an no communication I would of cancelled my order ..im hoping mattress will be comfortable enough after our long wait.
I know covid has happened but communication is a major thing when running a successful business.
Worst retail experience I've ever had
I purchased a king bed and was shown a bed that came as one piece in store. When the bed finally arrived after 6 weeks NOT 4 AS PROMISED. To my shock the base came as 2 singles! I was also send the wrong headboard and my matress had a giant rip in the bottom. When I contacted the store I was put into Jarrod, who is the rudest person I have ever come across. He blames me for the headboard being incorrect and said they had no obligation to explain the base would come as 2 singles not one piece! I had to keep calling and calling to get the mattres...s replaced which took months. To this day they still refuse to swap the bedframe to one I actually chose . Instead they are trying to make me pay a fee! When all this was on account of them not selling me the right product. I am beyond angry, I spent thousands on something that I didn't ask for and I am getting no help from the store. They don't return my calls and respond to emails a week late. [name removed] is really awful to deal with. I am now forced to take legal action against snooze alexandria. WHAT EVER YOU DO DO NOT SHOP HERE!!! YOU WILL REGRET IT.
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.
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??
Snooze Bed Profiler
I purchased a mattress recommended by the Snooze Bed Profiler system and in store consultant around 3 years ago. After a few days of sleeping on it - I could tell it was very uncomfortable so called the store but was advised it could take a few weeks to adjust to the mattress.
Since using the Snooze recommended mattress I’ve had constant back problems, I struggle to get out of the bed in the morning and had been going to the chiropractor at least once a month.
In the last couple of months, I’ve been using a different mattress and since had ze...ro back pain, I no longer find it difficult to get out of bed and had some of the best nights sleep - which I’ve not had while using the mattress recommended by the Snooze Profiler system. I DO NOT recommend the Snooze Profiler system - these mattresses are over priced and the Profiler system does not recommend a comfortable mattress.
Paid for a bed frame then called a week later saying sorry it’s now not in stock, 11 weeks on I still don’t have a bed
Paid for a bed frame that was in stock, was then called a week later saying sorry it’s now not in stock so u will have to wait. 11 weeks after on I still don’t have a bed. Disappointedly I have had to follow up, zero customer service or communicate!
Bought a mattress and bed,paid deposit,rang next day to cancel bed as no longer required,very arrogant salesperson and was told that they do not take cancellations,nowherecon invoice does it say that cancellations will not be excepted,all it says refer to instore signage or snooze.Not a very happy person.
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.
Very disappointing, bad service, deceiving!!
Selected Snooze Nunawading with an expectation of a good customer service and good product and decided to purchase the mattress which cost $5500 and put a deposit on the same day without visiting any other mattress stores. Upon visit the sale person was ok and gave me a deal to convince me to put the deposit and to seal the deal. Unfortunately, we were facing many issues with the builder, couldn't move in as we expected and have to delay the delivery for the mattress. We informed Snooze to store the mattress for us and we will contact them for ...the delivery once the house ready. After dealing with stressful situation with builder and ready to move in, we were excited to get our new mattress so we rang the store and arrange for pick up but we found out they have sold our mattress and to re-order again it will take 6 weeks plus we have to pay extra $500. We expected the fact that they sold our mattress that we have put the deposit and have to wait for 6 weeks to order a new one but we were not happy to pay extra as it was the price I was agree to purchase. It said they could not do anything but offer a cheaper mattress that I never ever try or pay extra for the mattress that I want as they won't refund the deposit that I paid. I have no choice since they not welling to help and said this is the best price they can offer so I end up paid $500 extra. I just received the mattress last Wednesday and today, I saw the snooze promotion advertisement of 50% plus extra 10% and it just broke my heart because the same mattress is now selling for $5,300 while I paid $6000 last week. Upon deliver, staff was unprofessional and lazy to put the mattress on the bed and just left it on the side. I am 3 months pregnant living with husband therefore my husband have to lift the heavy king mattress by himself. I lost trust in Snooze Nunawading and strongly not recommend to purchase mattress there. If you want snooze mattress please visit other branches.
The reviewer stated that an incentive was offered for this review
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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