4,447 reviews
Absolute appalling customer service. I recommend to anyone who is wanting To purchase a new bed or mattress to never bother with this store as they will be truly disappointed.
Ordered and paid in full, for two beds and two mattresses on March 29th. Told it would take 2 weeks. Now it is May 26th. No contact from Snooze explaining what had happened. Have rung 3 times. First time spoken rudely to and told to call back another day. Second time assured they would look into it and get back to me by the end of the week. They… Read more
did not. Third time told they have no idea where or when the beds will arrive best to come in and get my money back. Husband came in with me as we actually need beds. Instead of being understanding the manager was obviously frustrated by us and said all he could do is a loan bed until others come in. What extremely poor service snd attitude. We’ve been previous customers and this is how you treat us. We are going through such a horrendous Family situation where it requires all of our energy and on top of it we need to deal with this. I feel we have been patient throughout this process.
Reviews with attachments
We recently purchased two Sealy mattresses from the Marion store (a King Single and a King). Jordie was an absolute pleasure to deal with, she was honest, trustworthy, and very knowledgeable. She took the time to explain everything clearly and gave us really helpful, genuine advice about the different mattresses, which made the whole decision… Read more
process so much easier. We truly appreciated her professionalism and the way she made us feel confident in our purchase. Thanks again, and please pass on our thanks to Jordie. ☺️
I purchased 2 new king beds from the Fortitude Valley showroom in the last 12 months. The beds are amazing, super comfortable and great quality. Both shopping experiences were really good, super friendly staff. Delivery was on time and there were no issues with anything. Highly recommend. Show details
Excellent service at the store and seamless delivery with friendly employees. The bed looks amazing. Show details
Great Experience with Snooze Marion Team ! 3 words required for 10? Show details
Hello, From great customer service as below . : Sales staff - exceeding my expectations going out of their way . Phone calls - Knowledgeable staff . Amazing solid furniture, so happy in every way . 2x gentleman put my bed together efficient hard working - Friendly & helpful. If I could rate 10 or above I would - very good company . Well… Read more · 1
done to the team at Snooze Marion my shopping for furniture to end result has been very satisfying experience.
Excellent customer service. We came back after 10 years and are VERY happy both with the service and delivery, timeframe. Our sales assistant listened to us and that makes a difference! Keep doing what you are doing! We will enjoy our long single mattresses after having the King for such a long time. Show details
Our new Sleeptailor Platinum Luxe mattress was delivered today. I have been extremely impressed with the whole experience with Snooze in Chirnside Park, Victoria. When we walked into the store, we were greeted by Lorraine who was so informative & helpful...we were asked if we wanted to do a sleep profile, which we did & it was so helpful in… Read more · 1
choosing the right mattress for me & my husband. We chose this mattress as it ticked all the boxes we needed it to... the mattress was delivered on time & the guys were really professional & quick & took away our old mattress. I have no doubt that we will experience the best night's sleep that we've had in quite some time... Best choice ever walking into that Snooze store!! Thanks to Lorraine & the team...
Excellent and professional service provided by Yogesh and delivery team Show details
Went to snooze Toowoomba Karley from the store was simply brilliant professional and so helpful She knew her stuff and ended up selling us a split double king adjustable bed Highly recommend this shop if you are looking for a new Bed Show details · 1
Terrible Experience – Poor Quality & Service Had a very disappointing experience with Snooze Marsden Park. We purchased an ELISE bed frame for around $2,500, which was placed in a guest room with minimal use, yet it failed structurally—after some time, screws came out and the centre support collapsed, raising serious safety concerns. After… Read more
multiple follow-ups and waiting over two weeks, Snooze declined warranty coverage based only on photos. No inspection or technician visit was arranged. Instead, we were asked to pay an additional $400 for replacement parts.
I ended up spending hours repairing the bed myself just to make it usable. Very poor quality and disappointing after-sales service. Absolutely do not recommend this store or the Snooze brand.
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Shockingly Poor Quality evidence ignored. I purchased an Australian Made base and mattress expecting a quality product. I received a mattress that didn’t fit the base overhanging on all sides. Snooze replaced the mattress and base. The replacement base has 5 fabric finish flaws on the side panels and the mattress is still too big for the base.… Read more
Quality is the issue, management seem to think if they replace something no matter how bad it looks and fits they have done their job. They stand by the shockingly poor quality they had delivered and refuse to replace the defective products. Customer Warning do not expect management to resolve a simple quality issue. Snooze offered manufacturing (internal mattress measurements) and transport issues along with industry tolerances as excuses for the poor quality products they deliver. Snooze Osborne Park have certainly not satisfied this customer.
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I purchased the Jervis - bed range! It was easy to put together and I love it! Shane was very helpful, knowledgeable and professional- I would highly recommend Snooze Windsor for anyone needing to find their next bedroom look! Their range was great, service outstanding! Show details
Follow-up · Love it! Sturdy, easy to wipe down! Finished the room now, very happy with the outcome!
Do not buy the mattresses from the SleepTailor range. Their gold mattresses are priced above $6000 and they are complete rubbish. We wanted to buy a mattress that could have two options for mattress firmness, we got one side medium and one firm. … Read more
After only few months the mattress sagged and they told us that only option was to make mattress firm on both sides, reluctantly I agreed and only again after few months my husband again feels like mattress sagging and I hate the firmness as I wanted medium feel. Warranty process is a joke, they offered no resolutions except for us paying them to pick mattress up to do a report to see if they thought it was faulty, even though they had already fixed it previously. Also didn’t get the same product as we ordered as now it’s simply just a firm mattress that sags and was ridiculous expensive for what it is. Terrible customer service! Terrible product!! - don’t waste your money !!!!
Follow-up · We rotated the bed monthly. The bed base was sturdy with no dipping and the slates were under an additional mdf wooden flat board for extra support. The sag depth I am not sure what it was but it was bad enough that you would sink into the mattress, and that is why they originally had to fix it, as you could not get comfortable. On the whole it… Read more
I found the in store staff great at discussing options and timeframes for the type of bed and furniture I was after. Ordering and timeframes were clearly articulated and followed through with good communication from the delivery team. My further… Read more
contact regarding a warranty claim on a damaged piece was excellent worth prompt response and resolution of the claim
Follow-up · Had a piece with pre-existing damage. Was promptly resolved by store staff who ordered a replacement part and promptly replaced it at the expense and effort taking the bed apart and putting it together again. I really couldn't be happier with their service
Positive reviews
Fantastic service in store when purchasing. The bed Arrived in store earlier than I was told , so great surprise. Had two young guys deliver and assemble and couldn’t fault that service either. Couldn’t recommend highly enough. Show details
The experience at the Cannington store has been great from start to finish, great in store team and the 2 delivery were great, not the easiest delivery but they didn’t complain once ! Show details
From start of order to delivery, I was kept in touch with progress of my order. While other business I am needing to chase up, Snooze you went above and beyond! Thankyou Show details
Negative reviews
Purchased to replace an old mattress ( a cheaper mattress of the same firmness) , I had back pain from the first few nights sleeping on it and ever since, the manufacturer came and took it for assessment with no change, would not recommend it Show details
I got recommended the Sleep-tailor mattress - Australian made, German springs, this thing sags on the plush side and split open on the regular side under a year of use. When we contacted warranty on this, that came up with all sorts of excuses on why they can’t replace or fix it. Nightmare service, terrible product , don’t waste thousands on a substandard product. Show details
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Horrible service. After advance payment I had to chase up every step multiple times. Organising delivery dates, organising assembly dates. They confirmed on phone and then didn’t show up. So had to chase up again and ask for everything in writing on emails. Product was defective so couldn’t be assembled in one go and again, no communication from… Read more
their side, had to call multiple times and such a blasé attitude because customer has paid upfront. Again chased them a few times on phone. Finally owner Lane confirmed dates to finish assembly on phone and didn’t put anything down. Had to call again and make a shop assistant to email me while I was on call. And after confirmation on email again canceled last minute. I am still awaiting assembly …
So, over all not worth buying from Snooze Cockburn. They are now independently owned franchise and any service except billing is non existent or pathetic.
I think the store is doing a great job sinking the snooze brand.
And after writing this review on their website, they further delayed my bed assembly without any communication to me. And when I called to check, I was told just because you wrote a 1 star review, we will wait for the part needed and let you know. Still one ended, no confirmation.
Giving credit where it is due, Amy is very diligent and a pleasure to work with
Recent reviews
Catherine attended to ourevery need on a reecent visit to Mandurah Snooze store. Her 'can do' attitude made all the difference. She even took the last remaining King size doona set off thje display bed in order to fulfill wish for a particular style on the day. Her knowledge and upsell skills were great. I am going through her to purchase a bed… Read more
frame to have delivered to the Gold Coast. Very impressed with Catherine and recommend this store highly.
We recommend Snooze midland 10/10. The service provided was beyond outstanding from all staff but especially from Rod. They are very knowledgeable and friendly and went out of their way to help us and we really appreciated the time they spent to make sure we received the right mattress for us. We even have a great bed ensemble set up too! The… Read more
mattress we now have has significantly improved our sleep quality. It’s soft enough to relieve pressure on my shoulders and hips, yet firm enough to keep my spine properly aligned. We are both sleeping far better and can’t thank them enough!
Gauran helped us select a bed and mattress. It has still to be delivered but we are confident it will be as good as it was in store. Gauran was helpful, pleasant and knowlegable. Show details
We’ve recently taken delivery of our King bed purchased from Snooze Marion. We weren’t able to take delivery for a few months due to a new build. Snooze were wonderful in accommodating the later delivery and the guys that installed were fabulous. They took great care, left everything tidy and made sure we were happy with placement. Thank you Snooze Marion Show details
Salesman ( yogi) was pleasant , knowledgeable & very helpful . Offered excellent advice. Gave us samples to compare at home. Very impressed. Delivery was excellent as well!! Happy customer Show details
Extremely knowledgeable and helpful staff. Just finished making bed after having it delivered and set up once again with helpful people. Wood recommend Snooze anytime. Invoice 44452 Show details
Excellent customer service and care from Snooze Windsor, Brisbane! The staff members (especially Shane and Ellen) were very helpful, informative, patient and kind, especially as I tried several mattresses and took my time to consider the best option for me. Great delivery process also. I’m very happy with the mattress purchased and had a great experience in person at this store, and by phone following my visit to the store. Highly recommended. Show details
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