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.
Snooze Auburn has a great range of products that are well known by their Sales Manager. The explaination of the products is excellent, however I would caution on their adherance to verbal agreements as you shop around. We were offered a good deal on a matress at $3149, this included delivery. Unfortunately when I returned and looked to take this deal and try and inlude a good pillpw at $3200 the Sales Manager said this could not be done. I then said that we would onlt be able to get the mattress then as it would have been above our upper limit ...of $3200. The Sales Manager then advised that the $3149 price did not include delivery and that the total price would be $3229, this without the pillow. I then said we would not be able to do this and walked away confused over the change in the offer. My wife confirmed that she had also heard them say free delivery afterwards. We then called Snooze Homebush and asked for free delivery on the same mattress (no pillow), and we only paid a total of $3069 with $80 at point of delivery, totalling $3149. Poor salesmanship I would say overall.
Good luck if you need to claim a warranty through them
So I bought a slumberland mattress via snooze because a) you can try them in store, and b) they're a bricks and mortar presence so foolishly I thought this meant it would be easier to get any problems that occurred addressed.
So the staff are friendly and I'm sure they're working within the perameters they've had set for them so no complaint there, it's more with the way snooze and the mattresses they promote (slumberland) operate. The mattress I ended up with was great, until it wasn't. The build quality wasn't the best and I found myself pa...rt way through the bed's warranty with a stuffed mattress that needs multiple major repairs/replacing to continue to be useable unless you like waking up with a bad back every morning. Basically I've been put off trying to claim the warranty in every way possible by everything from manditory extra expenses that are non-recoupable and no guarantees of the bed being replaced (in fact it's been indicated that it's unlikely the major issues will be repaired as the bed is a few years old and "who knows what could have happened to the springs after the bed is no longer new???) You also need to have the mattress taken away for further inspection (if it passes the first inspection because apparently photos aren't acceptable even when the problem is obvious) and possible repairs (still no guarantees) and no one can ttell me if the bed will be MIA for weeks, months... over which time you obviously have nothing to sleep on. It's designed to mess you around enough that it's not worth your while trying to claim, and then if you do try, it'll likely be rejected anyway as they can give reasons for not fixing major issues as "the mattress is no longer new". (Duh!) It amazed me that even with obvious issues (this bed has multiple problems resulting from poor construction) there was no hint of an alternative or apology. I have a velocity card, so if I wanted to replace it I could get 40% off this mattress without even trying so there's obviously a big mark up happening here, but no one even suggested a small token discount amount to replace it given the obvious problems with it. I would have declined a token discount given if I wanted to replace it (which I'm not convinced I would given the poor construction) I could get it cheaper using the velocity card, but it would have at least shown they were serious about trying to keep a customer happy and I may well have bought a different brand of mattress from them instead. But nope, once the sale is made looks like you're on your own. Well they've lost a customer, plenty of other companies out there I'm sure will take my money and are often cheaper than snooze for similar products into the bargain. I'll give one of them a go.
Rude delivery service
Customer service in-store was good but the delivery people they use was a totally different story! Did not want me to open and inspect the goods as "I was holding him up" and if they were faulty he couldn't do anything about it. Worst customer service from any delivery I ever had. If snooze values their customers they should look for new delivery company.
Bad delivery experience
Very disappointed in the delivery service and condition of the Avondale tallboy that I ordered from Castle Hill. The delivery men dropped the tallboy box on its side rather putting it gently down with the right side up as shown on the box. They refused to unbox and remove rubbish even though it states they do on their website. When I finally got it open and had it standing up right, there were spider webs all throughout the tallboy and visible marks (possibly due to them dropping the box). The screws to the handles were on so tight we were unab...le to remove two of the handles. The headboard I ordered did not include any tools or instructions in connecting it to the bed base even though the manager said he would ensure it was included in the delivery order. Unlikely to order from them again
Ready to buy; reluctant to deal
We had formally bought 2 bed frames and mattresses and several items from snooze and we thought we would buy another bed and mattress to match the other rooms. The young lady working there on cup day didn't show any initiative to cement what would have been a very easy sale. So we went next door to Bevmarks talked to someone who took the time to chat find out what we needed and come to a fair price and we bought on the spot. Shame for Snooze as the lady who worked there 2 years ago was great. The bed' s arrived now and we are going to get the matching set. From Bevmarks.
- NSW, Bennetts Green
- Verified customer
Mold on our mattress when delivered
In store service was great and helpful at the Bennett's Green Store and the deal we got was pretty great for a super king mattress which is why there's an extra star in the review.
The communication from the warehouse was good throughout. We had planned for the bed to be delivered in our move-in week to our new home, when both myself and my wife were off work. Luckily we were there as the delivery drivers were just going to leave a brand new mattress that had mold all over it. The mattress will now have to be left outside during the day of del...ivery as neither of us will be home. I have been assured that this will be rectified, but we will have been without our bed for 2 weeks and i would have thought mold all over a mattress would have been picked up prior to delivery. Hopefully the delivery next week doesn't have the same issues.
Disappointing service post buy
Love the bed and service received in store.
I felt the post service lacking in terms of snooze’s communication with delivery people and ourselves. When I mentioned an issue to snooze I felt guy was dismissive so requested confirmation in an email that issue had been addressed. In his email, he seems to ‘have a go’ at me for something that is clearly a break in their process - they delivered before requesting payment.
- NSW, Artarmon
- Verified customer
At the store they promise to deliver in 2 weeks and later it takes a month to get it delivered.
I bought a king size bed frame, 2 mattress and a mattress protector from the store and the sales were really nice & good to sell it to me. They told that the delivery will be in two weeks time and after two weeks, I did not get the delivery nor an update of any delay in the delivery. Until I called the warehouse who told me that the bed frame was out of stock and i will receive it at the end of 3 weeks. So I requested them to get me one of the mattress delivered as I have a new house and a baby and need a bed urgently. Well, after my second cal...l they did agree to deliver me one mattress and I did appreciate their customer service but then after 4 weeks, I still have no updates on my bed frame and the second mattress delivery and I called up the warehouse and they told me it will be delayed even more and I will receive it only after a month of my purchase date. So I request them for a free installation of my bed frame as I cannot borrow my friends tool set for so long. so I called the store and [name removed] speaks to me and says that there was no delay from their end as the bed frame was out of stock and he also tells the shipping details about the container coming soon etc etc. So I tell him that i was told that it will take only 2 weeks or max 3 weeks but [name removed] disagrees as if I am lying, He keeps on saying that there is no delay and the sales rep who sold me the items was the owner himself and he can clearly see in the system that the bed frame was out of stock and I would have been informed that while buying. I have never come across a store who says that the customer is lying. Not only this, neither he accepts that there is a delay nor is he ready to help, instead he is trying to make me a false customer. I told him that I bought the items from the store matching the delivery time and if i was told that it would be a month to get it delivered, I would have never bought it from Snooze but would have bought it from other shops.Besides, [name removed] was also saying that i purchased on a Sunday and no one works on Sunday. But if they do not want to sell on Sundays, then why is the store open! I will never buy anything else from Snooze again and will never recommend anyone to buy.
Wont be back
Service was ok when I was buying and delivery was on time. I've had the mattress for a month now and it's horrible. Went back to the store to see if there was anything they could do, was hoping for maybe a small discount on a new mattress but alas nothing. Been buying my beds and mattresses from snooze over 10 years but will now go elsewhere.
Inferior products. Shop elsewhere
Purchasing was pleasant as all the staff were extremely helpful. However the products are incredibly poorly made and didn’t even make 12 months before we had to send the bedside tables back for repair as the veneer has peeled off.
The King Size bed frame is constantly requiring maintenance, and the products sent back for repair are again peeling.
I wouldn’t shop at Snooze again if you paid me to.
Terrible and impractical delivery system
Making a purchase instore at Artarmon was fine, but unfortunately the delivery system is where they fall down.
After being given a delivery window of 2-4pm. The driver did not appear or provide a courtesy call to advise of delay. One would think in this day and age of mobile phone technology a company as large as Snooze can provide an SMS or courtesy call upon approach. After arranging a day off from work of which I do not get annual leave for. It disgraceful. God knows when or if my bed will turn up.
Deceitful and Dishonest
In October 2017 Snooze Castle Hill had a promotion of, buy a queen or king size for the price of a single. I like to shop around when purchasing expensive items and had previously been into this store at the end of June and was given a price for a queen size slumberland bed base of $900.00, which at this time was not on sale. On the day in question my husband and I went into Snooze Castle Hill and were approached by a sales assistant with whom we discussed what we were looking for and that they had a sale on where you got an upsize for the pric...e of a single. It wasn't until later that I realized we had in fact paid $1330.00 for the slumberland bed base. Because, there was an issue following delivery I returned to the Snooze Castle Hill and raised my issue and was told that the slumberland bed base doesn't come in a single so there was no upsale!!! However, on the day we bought the bed base the sales assistant at no time mentioned that. Had she we would have looked at something else or gone somewhere else!!!! I believe that it was deceitful and dishonest of the store/sales assistant, the promotion is just a ploy to get you into the store and that the prices are staged accordingly. I will NEVER shop there again and will also be telling anyone that wants to listen. I should (so I'm not too scathing) also say that the delivery guys were fantastic young men and that my son does like the mattress.
Swayed opinion to buy pricier, now paying for it with pain.
Got a mattress we were told is extremely popular and no complaints, asked about returns, he said we wouldn't need to cos we would love it. Well I am not loving the excruciating back pain. I now have a mattress i cold barely afford and can't sleep on it.
Mattress pick up fee / attitude..outrageous!
Whilst in store service was reasonable, products yet to be used / determined, we were extremely disappointed with reluctant attitude of delivery person and cost ($60) to take old mattresses away! This despite website policy stating that company would take away older mattresses upon delivery, which MAY bare some cost. When you spend over $4000 on delivery items, inc $80 delivery charge, this appears excessive and unacceptable! Potential customers be warned, give Snooze a big miss!!
Bed smells so bad
We bought a Madison Palace Super King Mattress and it wasn't cheap so I expected to have a great nights sleep - not so as the smell of the bed is so bad I get feel quite sick from the strong smell and have resorted to taking anti histamine as it's affected me so much. We went away for 2 weeks and aired the bed out but since coming back the problem is still there - not happy and if I had known this would be an issues we would never had bought the bed - never happened before with other beds we have bought.
Problematic refund due to non-acknowledgement of 'fault status'
My partner and I purchased the Iris Standard Bed Frame (King size) from the Canberra Outlet Centre Snooze shopfront. The bed frame was delivered 2 months after the anticipated date (4 months after purchase).
Initially, my partner and I were very happy with the sturdiness and aesthetics of the bed frame. However, upon use we noticed that it emitted a strong odour similar to that of nail varnish or glue. After 1 week of use and constant berating of the bedroom, this smell did not dissipate and inhalation caused both my partner and I to experi...ence nausea and headaches, and for me, blocked/bleeding sinuses. Despite how much we liked the bed frame, both my partner and I felt it was not possible for us to continue using it. We contacted Snooze on the phone to enquire about this and were notified that they would send someone to inspect the bed. Given that there was no way the inspector could measure the negative impact the bed had on us or themselves unless they used it for a prolonged period, we had difficulty understanding how this course of action would be beneficial. We then proceeded to enquire about getting the bed frame refunded, as we could not use it for its intended purpose. We were told that in addition to paying for the delivery costs back to Snooze ($80), we would only receive a partial refund (with administrative costs cut out), and this would only be received when Snooze could resell the bed frame as they did not consider it having any fault. I emailed, called, and went into the store several times to talk to the representatives to try and communicate that we could not use the bed frame for its intended purpose because the emitted odour was making us ill. Though I was met with sympathy in person, I was later told on the phone or via email that Snooze did not find any issue with the product. It was only until we communicated to Snooze about writing a formal complaint to Fair Trade under Australian Consumer Law and a detailed account of our complete customer experience and the product on public review forums that we received any additional consideration of this issue, and Snooze communicated to us that if we chose to do a review we should state there was no fault with the product. We have since been given a full refund by Snooze and the bed has been sold on. However, neither my partner nor I believe this was a positive or straightforward experience and will be more careful when purchasing furniture from Snooze or other companies as we have learnt that what we experienced with our bed frame is a phenomenon called "off-gassing' which can have negative health effects, and of which don't seem to be acknowledged in refund policies. Please see: http://www.abc.net.au/news/science/2017-05-20/endocrine-disrupting-chemicals-is-your-home-making-you-sick/8536926 and https://theconversation.com/what-does-exposure-to-environmental-chemicals-mean-for-our-health-41876 for more information.
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, Tamworth
- Verified customer
Atrocious customer service
Purchased a bed from the Tamworth store and just disgusted with the customer service. Delivery to where I live is weekly, I took the day off to be home for delivery and was contacted after 11am on that day to say my purchase hadn't been collected by the courier the afternoon before. I asked why the courier didn't collect the items and why had it taken so long to notify me. If I knew it wasn't arriving I wouldn't have taken the day off. I was told the email to the courier company was still in their email outbox, which I think was rubbish. and I ...wasn't notified because no one else in the store apparently knew the items were meant to be collected. I didn't get an apology until almost the end of the conversation. The items have arrived three weeks after I made the payment. There was no offer to compensate me for the inconvenience, not even a reduction in the delivery charge. And to and insult to injury the bed is now on sale for $300 less. Won't recommend the store and won't purchase from them again.
We were in the store purchasing bed frame, bedside tables and mattress for the total price of around $ 7,000 where my two year-old son, who was really frustrated as the process of sale was taking ages, tried to reach a couple of porcelain Disney figurines on a top shelf but the shelf came off and hopefully he fell down on a bed with no harm, but the figurines broke down in pieces. We offered to pay for the broken items and they charged us $135 per item which it is totally a rip-off as they are sold $109 each in Mr Toys and they could have at least charged for the cost price or a lower price. The staff even did not ask whether something happened to my son or not.That is just not fair.
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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