The matress was good but the delivery was overdue for 2 weeks.
Happy about the matress but the store told us that it would be delivered within 2 weeks max. But in fact was delivered after 4 weeks!. They also told that with any purcahse, the points will be added towards our virgin velocity frequent flyer which it did not. Happy about product but not about the services Snooze offers.
The reviewer stated that an incentive was offered for this review
happy with product, service so-so
Bought a bed and an mattress and am happy with them. Writing to warn people to wary of the retail staff.
I walked in with a clear idea of budget, size, and look that I wanted and ended up having to nod politely through an elaborate sales pitch I was completely disinterested in. The salesperson tried to upsell me from a double to a queen-sized bed, even after I made it clear I have a small flat. The double barely made it into the bedroom as it was. I got annoyed watching the delivery guy trying to maneuver it in, thinking that if I'd taken the...advice of this salesperson who didn't know my living space I would have been stuck with a bed that didn't fit into my room. (The actual delivery guy was great though, he didn't just deliver the bed he told me how to put it together and gave me some tips that were helpful.) Also I picked the mattress I wanted fairly early during the purchase and even though I kept coming back to it, the salesperson went through this whole process of getting me to lie on a computerised mattress thing that measures how your weight distributes on the mattress, and pulling out bits of dissected mattress to show me how the insides work, and taking me to different mattress to lie down on. At one point the motion of getting up off a bed actually popped the clasp on my bra (it was one of the ones that hooks at the front, it comes undone occasionally). At that point I was super uncomfortable, arms crossed across my chest, just wanting him to put the purchase through so I could get to a bathroom and sort myself out. Guy just didn't get or didn't want to get my body language or repeated references to being happy with the mattress I'd already chosen. At one point he bragged that he won awards for salesmanship. I can kinda see why because if I was a person more easily influenced and less comfortable with decisions I probably would have appreciate all the detail and attention, but as someone who'd just planned on getting in and out the whole thing was excruciating. Finally, he said to allow 12 weeks for delivery but that it was most likely to arrive in 5 weeks, 6 at the outside, and implied that the 12 weeks thing was just something they had to say to cover themselves. It took exactly 12 weeks. Honestly I don't know if he was unscrupulous or just extroverted and a bit oblivious. I'd say that if you know you're susceptible to upselling or if it makes you feel pressured/uncomfortable I'd avoid Snooze in Fyshwick. If you can handle it and you like to be as thoroughly informed as possible about your options, he was certainly attentive and had a lot of information.
- NSW, Caringbah
- Verified customer
Great Customer Service from our initial Sales Rep
We initially bought our new bed base, headboard and mattress at the recent ‘upsize’ sale where you could get any sized mattress for the price of a single. 12 days after paying the deposit, and before delivery, we saw an add for the current 30,40, 50 sale. We checked online and our products were significantly cheaper in this new sale. We went in to the Caringbah store the next day (where we made the purchase) and spoke to the store manager, who just happened to be at the desk at the time we went in, to ask her if Snooze could honour this new sal...e price for our recent purchase. It was obvious from her body language before we had even spoken that she was not going to be very helpful. She was extremely belligerent and most unpleasant and ultimately said you will have to deal with the sales person who originally sold you the items and she won’t be back until tomorrow. So the next day we got in touch with the sales rep, Nancy, who we initially dealt with and we couldn’t have had a more different experience. She was extremely professional and understanding and immediately said she would honour the new sale price. By the end of the day we had a new invoice emailed to us reflecting this new price. Thanks very much Nancy for your wonderful service, we would be happy to deal with you again.
Purchased bed frame and bedside tables. Lovely product, sturdy and what I was after. Staff did a good job and were accommodating to delivery/pickup options.
Disappointed that I purchased product on a Saturday and then Snooze offered 40% discount to velocity members on the Monday!
Great service in store, but post sale service is severely lacking.
We got fantastic service in store, and love our purchase, but was told delivery would be in 4-6 weeks, and when I called to follow up after 6 weeks, was told it would be up to 8, no apology that I’d been given the incorrect information at all.
I received a text around week 7 to call to arrange delivery - I called and was told they do not deliver to my area, despite having already checked this before I purchased. If they didn’t deliver, I would have gone to another store. She then put me on hold for 5 mins, before making a big deal over the fac...
The reviewer stated that an incentive was offered for this review
Assistance with getting the right mattress post purchase
After purchasing a mattress that was recommended by a store assistant (after being on the snooze profiler) it wasn’t the right fit at all. I went back to the store to get some further assistance and received terrible service from one of the shop assistants.
After speaking with head office and subsequently the franchise (Adam) making contact with me, he talked me through some options going forward to make sure that I could get a good nights sleep. He was very understanding and professional and I am thankful that he got to the bottom of this problem so quickly.
A little disappointed
The sales people were very professional and convinced us that the Australian made product would be of the highest quality but when delivered it was a little disappointing. No pre drilled holes, size of wood compared to gap made it difficult to know where to drill. Thank God we had a drill as this was not made clear that it was a requirement. Very simple construction for the price paid and padding is not all even. Delivery men were pleasant and punctual.
Great bed, dodgy service
We purchased a bedroom suite online which was processed by the castle hill store. Went to the physical store to choose a mattress- all up about $8500. Store then didn’t deliver on time , had to call an emergency driver when I insisted they have it come the day they had committed to (which I had checked on 3 times). They solved it in the end but it wasn’t a great service experience. My daughter loves her new bed and furntiure and is very happy with the results.
Very much happy with the staff in the shop and the delivery was great. Would ref family and friends for the good service.
Withholding comments until further assessment don’t by Snooze. Will update review accordingly after it is complete. Contacted by Snooze, under assessment.
Fabian bedroom range . Poor quality and workmanship.
I purchased in store. Store displays of this range was hand picked for display as to the grain and smoothness of the timber or probably made especially for their display. Looks beautiful there. But when I received in the boxes it was bad. The tall boy top was very rough also the side tables the timber colour was very uneven with very dark blotches looked bad. Very disappointed. They exchanged but still not good. Made in Vietnam. I repeat the store display is not the what you get. Inside draws you might have to sand. Actually you might have to sand the whole range inside out!!
not happy with snooze mattress recommendation
we purchased a new mattress in store. The assistance used sleep match and up traded us to a Maddison mattress. I've been disappointed with such an expensive product. It's lumpy, very deep(needs special sheets, is impossible for 1 person to make & is so high feels like I'm climbing into bed)
Wishing I'd stuck to my original preference (Sealy). Be very careful not to get up traded by the assistance and the bed match machine- designed to make you spend more!
- NSW, Erina
- Verified customer
Left with mixed feelings!
After our seachange move, we went shopping for a new matress in March at all the different bed stores on the central coast. Settled on the Madison which was only available from Snooze (Erina). The sales lady was lovely and very patient with us during our 5 visits.
We paid for the Queen mattress, and included the King base, which we were told would take 2 months (mid May).
We accepted the wait and I agreed to the $4000 including delivery and assembly and paid $2800 deposit.
Now mid May, we were advised that the base has arrived, and arranged ...
Madison Grand King Size Bed
Bought this bed late January. It is not cheap but it is the most uncomfortable bed I have ever slept on. It is like a solid lump (not sure it was the one in the shop). It seems to generate heat, difficult to turn over at night. It is so heavy that I cannot lift the mattress to tuck a sheet in so now my husband has to help me to change the sheets. The warranty information said to rotate the bed once a month. There is no chance of that happening with the weight of this bed. Oh well- nearly $3500 down the drain as we will be looking to replace it. My husband is a heavier person and finds the bed OK. The staff at Artarmon were very helpful - no problem with service.
I went in with 1000 dollars to spend (which admittedly isn't much in the mattress game, but is still 1000 dollars) I had chosen the mattress I wanted, as a friendly sales rep had kindly showed us all the mattresses, and given us plenty of info on our choices a week earlier, he was very helpful. The salesperson on this day told me that this weekend I had to pay for shipping because free shipping was only last weekend, she had a quick look on the computer and said sorry nothing I can do, so I went and got a mattress from Bevmarks. I'm really happ...y with the mattress and Bevmarks were happy with my 1000 dollars and offered to sign me up to their VIP program for free shipping. Thanks for educating me though, the information was invaluable. Store was DFO Southwharfe.
- NSW, Ballina
- Verified customer
Not happy with the Sealy Posturepedic Elite Pillowtop
I bought the single Sealy Posturepedic Elite Pillowtop one week ago. The first night I was laying on the bed on top of the covers watching TV in my room and I could feel the heat under my body, it was unusually hot. And I thought "oh no I hope this mattress is not too hot" But unfortunately yes it was. I felt like I was literally cooking all night, in fact I had to get up and go into the spare room.
This was my first pillow top and I can vouch that it is 10 times hotter than a normal bed! So much so that I can't sleep in it. This may be becaus...
Yes and no
Bit before Xmas, Bought single bed frame and mattress from Snooze Cannington(WA). Store customer service=good. mattress=good. Bed frame=cheap wood junk made in Indonesia with 1 year warranty. Snooze Cannington's delivery company=absolutely useless. Bed frame and mattress were delivered, we unpacked it and found they forgot to deliver the wooden slats package. Ring up... oops the delivery guys left it on the truck. Came back later that day to deliver it. Unpacked the slats and 2 has a bow in it (cheap junk) Call up Snooze to organise replacement.... Fast forward to today...3 promised delivery days over a month from the delivery company which have all been no shows. Still waiting. Summary: Snooze themselves are fine but their Cannington stores delivery company are the most incompetent I have ever dealt with, beware if u cant take the goods away yourself.
After deciding to buy a new bed, I went to Snooze Alexandria, spending a lot of time in the store to decide on the right mattress for me, I made my choice, with the help of the very nice salesman. I was told 1-2 weeks delivery time. My new bed was delivered within a few days of purchase --& from there it has been downhill! 1st -the base -the middle leg holder was faulty, & leg couldn't be screwed in -- which the delivery men very promptly reported.
After they left, we noticed a dirty mark on the mattress -again, promptly reported, plus a tr...ip back to the store to show the photo of the mark. I was told it would take a few days to get it sorted -- (& a few phone calls)& then another wasted day to wait for the replacement bed to arrive.. Then to make the bed, & guess what --a hole in the mattress protector (that I bought as suggested by the salesman.) Another trip back to the store .. not happy! Whilst the salespeople involved have been very nice & helpful, I still haven't got to sleep in my new bed. I have brought several beds over the years (none as expensive as this one) ,& never had a problem. Would I shop again at Snooze? -definitely not!
No follow-through on complaint
From Snooze Fitzroy, I bought $5.5K messmate bedroom suite (QB, bedside drawers/table, dresser). The range is exclusive to their branch and made locally from Oz timber.
I shipped it myself to regional Vic did the assembly - No instructions, black texta codes on beautiful wood, no proper followup from my complaint.
Beautiful Oz timber product, quite unique - will have long-lasting enjoyment
Workmanship of bed connecting beam out by 10cm. Also see above. Why do makers descecrate beautiful timber even on beams that won't be seen?
We spent $6000 at snooze on two beds, because we want a comfortable king bed and we need a bed with storage for my daughter. We bought the Tango King bed with the Sleep to Live 400 series mattress, and the Bilby bed and mattress. So far so good. Our mattress which is zoned, was very comfortable. I would probably shop at snooze again as long as the after sales service remains good.
Great big store at Bundall with lots of options to choose from. Initial salesman was very friendly and helpful. Got a 15% RACQ discount. After sale service has been...
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 email@example.com 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 firstname.lastname@example.org 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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