Still no delivery after 3 weeks
Called several times. They never returned my calls, kept referring me to other people and can't meet the promised date for delivery. Asked me to call the warehouse directly?! In such cases, they should allow free cancellation. But no. I just have to wait or pay 20-25% cancellation fee, which is at their discretion and they cannot confirm the sum either. Bad experience, I do not recommend! My first and last time. Will be advising my friends to stay away from snooze.
Very pleasant experience
I was served by a lovely gentleman Richard at your maribrynong store recently and he was pleasant and very helpful as soon as I walked in. I was impressed by the body scanner & he guides me through it all the way and was informative and also gave me tips on how to keep my mattress in good condition. He also worked towards my budget and he assisted me with a home delivery wonderful service thank you from Mariana
- Verified customer
Great service and knowledge - Left with a smile - Snooze Highpoint
Over the weekend we purchased a Madison Times square mattress. We were very pleased with the staff at Snooze Highpoint. Adrian and Theo were the most approachable/ friendly staff we have come across in our hunt for a new mattress. They answered all of our questions and helped us choose a bed we feel is great and looked after us with a great price. Very pleased with the service and would defiantly go back there again next time around.
Unfriendly customer service Highpoint Snooze
I wish I found Product Review before I bought my bed from Snooze Highpoint. The sales people (manager in particular) is very unfriendly, and very pushy. I'd advise anyone who steps into snooze to watch out for him, he will try to talk you into buying anything, even if it's the wrong bed type or shape for you.
Additionally he will not hesitate to lie about how long it takes to ship you the bed, if he says 4 weeks, he means 8 (like for me). Like others have said, stay away!
- Verified customer
Worst customer service EVER
After receiving my 3rd My side mattress as previous 2 sent back faulty..the nightmare began....It took 3 months, 4 visits to Snooze stores, numerous phone calls & emails. All the while being treated with total disrespect. And that was by THE OWNER of Highpoint store, who also owns Taylor's Lakes & Hoppers Crossjng stores, he continually contradicted himself. I have never been so insulted and belittled. And I have been in retail for 30 years!!! There are way too many examples of how he treated me to write. But needless to say, he is very unprof...essional in his manner especially considering he owns 3 franchises. In the end I was left with no option but to pay him $700 to replace mattress. Snooze says it was Goodwill.. What a load of rubbish. Would suggest STAY AWAY from all of his stores. Also note, I'm the 5th person on this site to complain about him this year. All I can hope is for KARMA
Lack of customer service
I purchased a mattress and frame from my local snooze store on the 11th of July In which I paid in full and was advised it would be a 2 to 4 week turn around which i was alright with the salesperson was really helpful but that was were the customer service ended. At the 4 week mark I rang up the store enquiring about my purchase to be told let me chase it up for you and I will get back to you in 10 minutes. Four hours later I had to call the store to be advised that my product was still in a container waiting to be unloaded sorry about tha...t we will throw in a couple of pillows for you. and when I asked about why I haven't been notified the response I got was that we didn't know, surely in this day and age we are able to track were our orders are and keep your customers informed as to what is going on. If i had have got that call i would have been a more understanding. So it has now been 7 weeks and I have finally got my mattress and frame minus the pillows. At this point in time I would not recommend Snooze to anyone.
Worst Company Ever To Deal With.
Was overcharged, then got blamed because i should've known i was overcharged. Was given a broken bed leg, then i was unable to get the colour matched when they gave me a new one. When they came to remove the broken leg, they damaged the bed head, then they wanted to replace that, who knows what else they will damage (maybe scratch my timber floors or put a hole in the wall). DO NOT BUY ANYTHING FROM THE HIGHPOINT STORE. [name removed] AT HEAD OFFICE (complaints department) IS ALSO OF NO HELP. everyone hand [censored word removed] you off to someone else.
Snooze (Highpoint, Vic) worst experience, still unresolved
I purchased 2 single beds and 2 mattresses start of January so my kids would have beds ready for our new house, which we moved into March 10th. In that two months Snooze HP happily took my lay-by payments assuming my delivery in "late Feb/early March". 5 days before we needed the beds to be delivered, someone called from the store to say they have lost our beds. As I needed the beds that week I was told to go into the store and pick from the beds they had in stock. We chose from the only other beds they had - which were more expensive than the ...ones we bought but we had no other choice. I was assured someone would search all of Australia for our original beds and call us the next day to let us know if they had them, or to tell us the difference we had to pay for the other beds(?). No one called. I called them a few days later to which I received a terribly rude person on the phone who said the store was too busy and I should call back later. When I eventually spoke with a woman named Angela she apologised but said the manager needed us to pay an extra $200 for the beds we never wanted but had to take because their warehouse can't keep track of their stock. They put me in a terrible position as I needed the beds delivered the following day or else my kids would have been sleeping on the floor. I paid the $200 and took my complaint to the head office. I was assured that the head office would get back to me with the outcome (ideally, our original beds to be delivered, or our $200 back). That was 4 weeks ago. I haven't heard from them. My kids now have the beds we were practically forced into accepting and Snooze now have a very good sales gimmick - sell customers a bed they want, and a few days before delivery, "lose" the bed and demand that the customer pay more money to have another bed delivered or else you have nowhere to sleep. Well I hope they enjoyed my $200, as it's the last money they will ever receive from me or any of my friends and family.
Faulty beds with only 1 year warranty
I purchased a 2.2k bed suite, to have the metal base bend and snap on the side if the frame 18 months later. My partner and I are of average weight, and had not moved the bed frame where it was installed. At the time of purchase I did not ask about warranty, as I assumed snooze provided a quality product and was sold the "20 year investment piece" line. I contacted snooze and I was informed that the bed was out of warranty and there was nothing they would do, but I may be able to buy a new base from the manufacturer. 6 months and many calls and...emails later I am still waiting for an answer, after speaking to both head office and in-store. The worst retail experience of my life, make sure you ask about the warranty period, and preferably purchase elsewhere. Stylish design Bad warranty and service follow through
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