Snooze VIC, Fountain Gate

I ordered a My Size queen base with an altered headboard panel (with buttons) and was told delivery would take 8 weeks. After 9 weeks, I went into the Fountain Gate store for an update and was told there was a delay due to material. At 10 weeks, the bedding arrived without the headboard buttons. I returned to the store with my invoice. Staff… Read more

confirmed the buttons were clearly specified and said my correct panel would be prioritised and arrive within 6 weeks.

After 6.5 weeks with no contact, I visited again and a different staff member told me the lead time was actually 8–9 weeks. Out of goodwill, I didn’t set up the bed base or use the incorrect panel so staff could use it in the showroom.

As a result, I’ve had a bed base and the wrong panel sitting on my lounge room floor for 4.5 months, unable to use the space.

What’s most disappointing is the lack of proactive communication—no follow-up calls, no apology and no offer of goodwill (e.g. discount on linen). I expected better for the money spent.

Fantastic customer service – If you visit this store we cannot recommend Marcus more highly. He is professional, attentive, his product knowledge is second to none, he listens and his ability to build rapport is impeccable. He goes above and beyond to help where he can and ensures customer satisfaction. Show details ·  1

Customer Service – I have just spoken with Phil vis telephone to place an order. Phil was so helpful with his knowledge of the product and delivery times. I recommend if going into the store you seek out Phil who has I believe 18 years experience working with Snooze. Thank you Phil for all your help. Susan Anderson Show details

Exceptional Service – Brilliant service from Marcus at the Fountain Gate store. I called during the week with some questions regarding a first bed for our young son and he went above and beyond to help answer all our questions and also offered suggestions that saved us money. His patience and professionalism was brilliant and greatly appreciated. We will be suggesting him and Snooze to all, and we will be back. Thanks so much Marcus! Show details

Very Happy Customer! – Went To Captain Snooze FG and was greeted by Sandi. Her product knowledge and assistance was excellent and placed me at ease straight away. Purchased an Adjustable Bed King Size , that was personalised for myself and my husband. Sandi steered me in the direction that i wanted and i got a great bed at a fantastic price. Extremely happy with the purchase and the bed has changed my life for the better ! Highly recommended.  Show details ·  1

Excellent customer service – Buying a bed for the first time after moving out of home was a daunting experience, with so many different brands and stores that was an insurmountable task for a 20 year old. However, upon visiting Snooze Fountain Gate, Renato quickly put me at ease and made an otherwise challenging process comfortable. He went above and beyond, educating me not… Read more ·  1

only on the different types of mattress, but also helping identifying which would be the best whilst taking into account my budget as a uni student. Renato has a knowledge base that is far greater than any google search can provide you with, and he so eloquently explained the mechanics of a mattress in an understandable way. His customer experience and empathy makes it very easy to recommend him to all consumers in this space, I’ll recommend him to all friends and family without hesitation and will be a customer for life.

Great shopping experience ! – We weren’t planning on buying today , we were just looking but that was before we came across Kaytlyn ! Amazing knowledge , friendly and funny and made us feel very comfortable in the decision we made . She really knows her stuff and was such a pleasure to deal with . Looking forward to getting our new bed !  Show details ·  1

Excellent service – Online experience great and easy to follow. Notified I’d be contacted by my nominated store on the next business day. Next morning received a call from fountain gate store and was advised mattress was in stock and to arrange collection. Easy pick up and exactly what I was after. Pleased I got it half price due to Boxing Day sales! Would definitely use Snooze again Show details ·  1

Excellent service – I recently visited Fountain Gate Snooze where I planned to buy an electric folding bed and mattress. Sandy their representative knew her product and guided me through the selection process, giving me ample time to test the beds I was considering, and was able to answer my many queries. Thank you Sandy for your help and for arranging delivery to a regional area before Christmas. I look forward to Snoozing on the wonderful “Cloud.”  Show details ·  1

GREAT SERVICE – My husband and I entered the FG Store and was greeted by Sandy. Her product knowledge and assistance was greatly appreciated as we really had no idea what we wanted or needed. Follow through for collection was as it was advised it would be. Definitely recommend Sandy and the Snooze at Fountain Gate. Show details ·  1

Great service and open to comparative prices – We were looking for a particular tall boy and they were very helpful in finding exactly what we were wanting and we loved it! Very friendly service...felt like a family business in the way they genuinely converse with us. Will definitely go back for future options we need Show details ·  1

Above and Beyond – I bought two king single beds from Snooze Narre Warren. Beautiful beds with base and headboards. Upon arrival - I discovered I was unable to figure out the brackets and assembly. I phoned the store and the actual owner offered to come and personally assemble them in 15 minutes - on a Saturday!!!! Couldn’t be happier. The store has had… Read more ·  2

extraordinary service from end to end and this extra mile the store manager has gone to ensure product satisfaction is extremely impressive.

Easy to find and great staff – Easy going friendly staff. Have always found the staff to be friendly and knowledgeable about their products and services. Decision was made easily and quickly with delivery timing explained. Highly recommend them. Show details ·  1

Unfortunately I should have gone elsewhere – I ordered my bed furniture in early February 2019. I needed it to arrive by end of April 2019 (which I was told was enough time). With some unfortunate circumstances at the store and 2 other stores I did not receive my order till early August 2019. I have been following up on my order and still am because there was damage to my order which I was… Read more

aware of by the people at the wearhouse before it was delivered. I was told that a replacement would be delivered in the next 3 weeks from when it was delivered in early August 2019. But it wasn’t I am still waiting for the replacement of my damaged part of my order. This was a wedding gift to me I just got married early April 2019 and was super excited I placed my order at Snooze. It has been the worst experience I’ve had with a purchase. Every time I call and follow up I am told it will arrive within 2 weeks or another week but it never does. I called to complain at head office and they tell me they will call me back but it never happens. If anyone has recently placed an order at Fountain Gate Snooze. Goodluck!!!!!!! You’ll be waiting a long time. I dont Understand if there is a huge delay with orders and backlog why they took my order in the first place I really don’t know!! All I can do is let people know not to ever order from Snooze.

Staff were super helpful and found the way to get us the best product for the best price – Very easy to navigate store, assisted by friendly staff the whole way. Staff suggested associated rewards programs and saved us money and gained points. Very easy and quick process, couldn't be happier. Product due to be delivered and assembled in 7 weeks. Show details ·  1

Terrible service and product never delivered – We were promised our king single bedframe would be delivered in a couple of weeks. After calling them on the due date they said they'll get back to us. Never did.... We called them again to hear it hadn't been delivered and they'd chase it up. Once again, no call back. We waited a week and got more excuses. After 4 MONTHS of having to call them to… Read more

get updates we never received our order. Not once did they call us to give us an update. We finally gave up and got a refund for our deposit. Terrible customer service. Never shopping at snooze again and will not recommend to friends or family.

new mattress – Caitlin was an extremely friendly young woman, who greeted us with a lovely smile. she was very knowledgeable and patient, and advised on our purchase. we are now awaiting delivery of the mattress. Show reply

Amazing service – Nathan at the Fountain Gate store was very helpfully and knowledgeable, he was very professional. Great range on mattresses and it was good trying them all and the sleep profiling program was super cool Show details ·  1

Great service – Nathan was extremely helpful and friendly and his product knowledge made the process of choosing our new bed so easy.  Show details ·  1

Great staff, honest and very helpful – I walked in yesterday looking for a mattress after having a terrible experience from another company. Nathan the manager was a absolute legend. I had all four kids with me and desperately needed to Walk out with a new mattress. Nathan was so so so helpful and so honest about what bed would help me for my back condition and he was so understand and… Read more ·  1

patient when the kids made a ruckus! I walked out with a new mattress and happy a Larry! thank you so so much Nathan. Your a legend! I highly recommend this store and there service is impeccable!!

Retail Superstar at Fountain Gate store! – Excellent customer service at the Fountain Gate store! Highly recommend their staff member called Nathan! He was amazing! Very informative, friendly, patient with the kids and just a generally nice bloke! He remembered us when we returned which was lovely. Couldn’t fault a single thing about his service at all! A true retail superstar!  Show details ·  1

Just amazing service! – Narre Warren staff were great and help us with getting out mattress at the right price The delivery well this has been the best and easy delivery ever! so impressed so polite so on time and thank you well done Snooze.  Show details ·  1

Exceptional customer service – I went into Snooze at Fountain Gate at the beginning of last week (July 2018) to potentially source a new mattress. We had bought a MySide 2 years ago and my partner was not really happy with his side. After talking to John and Neal they suggested that they organise to "re-spec" the mattress and change one side to be the same as the other. I… Read more ·  1

didn't know this was possible and the price was extremely reasonable. They organised everything and I had a call from the manufacturer who arranged pickup for yesterday and we will have it back in about a week. We were also given a loan mattress so didn't have to worry aout where we were going to sleep. Neal and John were extremely helpful and their main aim and focus was to resolve my issues. thank you so much for making me, the customer, your priority.

Snooze: Fountain Gate – I purchased a Daintree Bed Frame QS and Chiswick Mattress QS from Snooze at Fountain Gate. I was assisted by Nathan, I had paid for delivery and assembly. I must say the two young men, Jesse and Daniel, who delivered and assembled the bed frame, were very efficient and polite. Thank you for the excellent service  Show details ·  1

Saved my sanity (and my back!) – I needed a new mattress for my toddler. The staff were so friendly and helpful in helping me choose the right one. The delivery guys were fantastic, calling beforehand, turning up on time, friendly and great service!! Would definitely recommend Neil and team  Show details ·  1

Absolutely amazing customer service – We purchased a Madison bed and base from the fountainagte store. We were welcomed and greeted with such kindness. After searching for quite a while we realised snooze was not like other stores and had options that not others did. We were offered to do a test in store, and the results discovered our heat and laying position which enabled us to… Read more ·  1

choose a mattress that best suited us based on our sleep positions, pressure and body heat. Neil and others at this store were very helpful, informative, corporative and friendly. Very happy with the service. We highly recommended!

Great mattress, nice discount – The staff @ Fountain Gate Snooze were great. Very helpful and didn't rush us but let us try as many beds as we wanted. The advice we received was excellent and helped us make the right choice. I would recommend this store.  Show details ·  1

Above and beyond – Both Brad and Melody went above and beyond to ensure we got the right bed for us. We are so grateful for their assistance. Highly recommend Snooze Fountain Gate.  Show details ·  1

Complete satisfaction - oh so good – Thanks to Neal and the team for the brilliant service we received when we had an issue with a mattress we purchased. There was absolutely no problem exchanging the product and we are now completely satisfied. It is great to know that there are still people who are willing to help you. Highly recommend Snooze Fountain Gate.  Show details ·  1

Fantastic customer service from Snooze at Fountain Gate – Can't speak highly enough of Neil from Snooze at Fountain Gate. Went in casually looking for a double bed for my daughter and he was very professional and friendly. He answered all our questions and the ones we didn't even know to ask. No pressure sales at all. We decided to buy and have been extremely happy with the mattress and base ensemble.… Read more ·  1

It's perfect for my daughter. The delivery guys were exceptional. Very quick, professional and respectful. Set it up and took the rubbish away. Highly recommend Snooze at Fountain Gate.

Very pleased – My partner and I purchased a Myside mattress from your Fountain Gate store. We weren't very happy with the comfort of it so we contacted the store to see what we could do. The store owner was very helpful and assisted us with reselecting a Sealy mattress that would better suit us. We were very happy with the outcome and we even had some left over credit to put towards some bed sheets!!  Show details ·  1

Very uncomfortable Tempur Mattress - sold as the best mattress you can buy – We bought this mattress from Snooze at Fountain gate approx 12 months ago and it is the worse mattress to sleep on ever. Not worth the money we paid. We advised the shop manager after about a week that it was not right, and we were advised it takes time to mold into the bed. Hubby has been back in to complain and no help/ result for the… Read more

shop manager - Oh they will offer a discount if we buy another mattress. Yeah like that helps with the problem mattress we paid over $4,000 for! We were taken as fools and have been conned by Snooze. They promise the best nights sleep but that is not the case. The mattress has lumps where we lay and cannot get comfortable anywhere in the bed. Would have been better to buy a cheap mattress.

Worst customer experience of my life! – Brought a top of the line mattress and base from the Fountain Gate store. After 6 months bed sagged and gave me horrible back pain. The store manager was borderline aggressive and tried to make me believe the problem was of my own making. Asked to speak with the store owner who would not return my calls. Having dreadful problems with them and now… Read more

contacting head office. Please do yourself a favour and don't buy from them!

Service, communication, $5000 down the drain

Good service – I purchased the Bilby bed for my son from Fountain Gate. Customer service was great, they went out of their way to make me happy. In regards to the Bilby bed, I'm very happy with it, it did take 6 hours to put together, but I did it on my own, and I took my time. The Bilby bed is fantastic quality and was easy to put together with its clear and… Read more

detailed instructions. And they delivered the day after purchase!

Will definitely be back to Snooze Fountain Gate. great customer service, great quality product