Snooze VIC, Nunawading

Fantastic range of mattresses and bedding at Snooze Nunawading. Louana listened carefully to my requirments, then directed me to appropriate options. From product advice to delivery, couldn't ask for better customer service all round. Extremely satisfied with my mattress and base purchase. Show details

Customer Service – Wonderful customer service, had Debbie help us with selection of bed frames and mattress’! 100% satisfied with my experience! Show reply

A bad experience but owner had sorted out promptly – I would like to make a complaint regarding the order or invoice no. 140562. My wife and I have paid a deposit back in December and we clearly stated that we wanted the headboard without any shelf, and instead we need the drawers on both sides. Unfortunately when the order was delivered on 19 March 2024, we found out the head board came with the… Read more

unwanted shelf and no drawers at all. The order has been returned and all remaining balance has been paid before the delivery.

I had been trying to contact Snooze Nunawading for an explanation but I never heard back from them.

On 01 April 2024 I dropped by the store and was finally able to speak to [Name Removed], the salesman who sold us the bed. He never tried to give me a call back to explain what really had happened until I had to drive all the way to the store to speak to him. Then he explained that my order actually does not include the floating bedside tables/drawers and I needed to pay extra for the bedsides! And he said the shelves at the back of the headboard will be taken off and he claimed the cost will be the same as without the shelves so there is no way the drawers/bed sides will be included in this order. He also claimed that I had gone through the order with him accordingly and noted the drawers/bedsides were not included! I was so shocked as this is completely different to what he had agreed with us back in December! We wanted a floating bed frame + headboard (no shelf) + bedsides!

There could be two scenarios to explain this situation:

1. [Name Removed] did not know he stuffed up until the order was returned or after he called the manufacturer for clarification. But he did not want to absorb the extra cost of the bedsides even though he knew he was at fault.

2. [Name Removed] knew the order was not able to include the bedsides but he promised anyway because he needed to fulfill the sales quota of the month.

To resolve this problem, I would like the company to fully investigate this matter and refund my money as this process has been very disappointing. I have totally lost faith making any deals with Snooze because I must not tolerate such lying behaviors. I look forward to your reply and a resolution to my problem. I will wait until 15 April 2024 before I contact Consumers Affairs Victoria or get other help.

[UPDATE] [Name Removed] gave me a call back and agreed to have my money refunded. Appreciate he took the issue seriously and tried to rectify as soon as possible. He also agreed [Name Removed] was acting too defensively. I hope in the future they can train their staff more properly and screen more carefully before they hire anyone on board.

Great service – Luana is the caring staff looking after us when we were picking the best mattress suitable for us. The mattresses were delivered today and we found that the delivery staff were great and nice guys. The delivery was as scheduled, not late like others. Snooze is the company I will definitely recommend to everyone needing bedding advice because of their best staffing power. Show details

Best customer service & gorgeous locally made beds – Brought a gorgeous bed today & Simon who helped me provided the best customer service by far of all the bed shops I went to. Very welcoming, helpful and knowledgeable. I have space restrictions in my bedroom & Simon went above & beyond to make sure the bed I brought was definitely going to fit when it arrives. Added bonus was all of the locally made beds that where available. Would definitely recommend!! Show details

Great customer service – Today I purchased a MADISON DELUXE bed & was served by Luana ( spelling may be incorrect). Her product knowledge & patience was exemplary. Choosing the correct mattress is time consuming as you compare comfort level of the different offerings. Luana did not miss a beat & I think she missed having lunch as she toggled her attention between… Read more

customers. Having made a choice with Luana's guidance, I felt comfortable that I chose the best product. Many thanks Luana!!

Great customer service – Big shout out to Luana (and the whole Nunawading team!) who went above and beyond with her professionalism and excellent customer support/service. When we purchased our bed, she was very patient and helpful, giving lots of hints and tips which made for such a wonderful shopping experience. Unfortunately, due to an error we made with the… Read more ·  1

measurements of our stairway, we actually ended up needing some replacement materials from the manufacturer. Luana was wonderful during this whole process and coordinated everything with them. We couldn't have done this without her! If you need anything bedding related, Snooze Nunawading is the store to go to!

Amazing friendly service – I walked into the nunawading store looking for. A queen size bed . Was greeted with a friendly smile by Maya. Then I was given space to look at different beds . Maya was friendly , helpful but not too pushy and knowledgeable. I would definitely recommend seeing her for your next bed Show details ·  1

Jackie was just the best – Thank you Jackie for your assistance and expertise in assisting us to choose a mattress to meet our needs. Jackie's customer service skills, product knowledge and the effortless time she gave is a rare service this day and age. The service we have received really is exceptional and l cannot recommend this store and Jackie in particular to anyone in need of a new mattress / bed. Thank you Jackie and Ron, we are most grateful. Paula and David Show details ·  1

Great service – Thank you Debbie for your assistance with choosing a bed, pillows, quilts etc…Appreciate your time and advice. Happy with the range and great to be able to get everything I needed in one place. Show details ·  1

Ron provided really great interest in us, and service – While looking for a new bed we came across Ron. We saw the same bed elsewhere, but his service was exceptional. Nothing seemed too hard. We really appreciated and valued his attention and advice, and bought the bed!! Show details ·  1

Poor warranty experience – We bought the Madison Plaza in King Size for $3,300 (advertised for $4,999) and a new timber bed set from Snooze at Nundawading Victoria. The experience at the Snooze store was great. Unfortunately, after a relatively short period of time the memory foam had sunk on both sides and ultimately became extremely uncomfortable causing back issues for… Read more

us both. We advised Snooze and the mattress was then assessed to be eligible for a warranty repair. A 3rd party replaced the memory foam layer on behalf of the manufacturer but within a few short months the same problem returned, and so did our back issues. Further, I’ve since noted that our issues with the Madison mattress are not isolated, which I would expect Snooze must be aware of.

We have since bought a replacement mattress elsewhere. If Snooze (or any other in-store retail outlet) is to remain relevant they must consider offering quality / durable products for the price paid and (especially) they must stand behind the after sale support, own the poor product experience, and not hand it off to a 3rd party who is not invested in the transaction. We are extremely disappointed with the whole experience but expected Snooze to be more involved than they were.

Great service – I went to 3 local stores, first one was way to pushy and didn't seems to have my interests in mind just to sell me a bed. 2nd just didn't seem interested. Then Snooze! Great looking show room, I felt like I got a great deal and thanks so much to Debbie for taking the time to make sure I was happy and really getting me the deal I was happy with. Ill see you guys again in the future. Show details

Amazing customer service above and beyond! – During lockdown in Melbourne I needed to buy a bed for my spare room and I needed it very quickly. The staff at Nunawading Captain Snooze went above and beyond to search their warehouse and find me a double bed and mattress that could be delivered within 48 hours. Even the delivery was 20 minutes earlier than expected! I will definitely recommend Captain Snooze to my family and friends! Show details ·  1

Faith restored! – I have purchased three matresses from Snooze and have been happy with the comfort level of the matresses. My recent experience however, was not as pleasant. I purchased a matress only to discover within the first couple of weeks that it did not provide the right comfort level as it aggrevated my back, causing sleepless nights. In despair, I… Read more ·  1

contacted the store hoping for the company to show personality and care. At first, what was offered to me was very unreasonable. I was given the option to pay an additional $935 on top of the $3500 paid initially, to build up the comfort layer of the matress or stay with the matress purchased. After taking the matter further, an amicable solution was reached. In summary, combine the attention to individual experiences with the quick response to making things right, Snooze has gained a customer for life! Thank you Ron for listening!

Perfect delivery! – Great delivery service, great customer service, care taken with delivery, assembled beds and took packing. Perfect gentleman thanks so much! Show details ·  1

Very disappointing, bad service, deceiving!! – Selected Snooze Nunawading with an expectation of a good customer service and good product and decided to purchase the mattress which cost $5500 and put a deposit on the same day without visiting any other mattress stores. Upon visit the sale person was ok and gave me a deal to convince me to put the deposit and to seal the deal. Unfortunately, we… Read more

were facing many issues with the builder, couldn't move in as we expected and have to delay the delivery for the mattress. We informed Snooze to store the mattress for us and we will contact them for the delivery once the house ready. After dealing with stressful situation with builder and ready to move in, we were excited to get our new mattress so we rang the store and arrange for pick up but we found out they have sold our mattress and to re-order again it will take 6 weeks plus we have to pay extra $500. We expected the fact that they sold our mattress that we have put the deposit and have to wait for 6 weeks to order a new one but we were not happy to pay extra as it was the price I was agree to purchase. It said they could not do anything but offer a cheaper mattress that I never ever try or pay extra for the mattress that I want as they won't refund the deposit that I paid. I have no choice since they not welling to help and said this is the best price they can offer so I end up paid $500 extra. I just received the mattress last Wednesday and today, I saw the snooze promotion advertisement of 50% plus extra 10% and it just broke my heart because the same mattress is now selling for $5,300 while I paid $6000 last week. Upon deliver, staff was unprofessional and lazy to put the mattress on the bed and just left it on the side. I am 3 months pregnant living with husband therefore my husband have to lift the heavy king mattress by himself.

I lost trust in Snooze Nunawading and strongly not recommend to purchase mattress there. If you want snooze mattress please visit other branches.

First Rate – Salesperson (Jacqueline) was exceptional and gave us detailed information on everything we looked at. Settled on a Tempur mattress and motorised bed which has been a godsend, most comfortable bed ever. The staff really know their stuff here. Can't say the same for their competitors in the vicinity. Show details ·  1

Excellent advice and service – Staff Maya was exceptional with her service, including advice on the most suitable bed for our needs and arranging delivery of the new bed and disposal of our old bed. She had made the difficult choice so easy. She managed to help us decide and finalise the purchase within 1/2 hour. Prior to that, we had spent days visiting several bed stores, including another Snooze, without a decision.  Show details ·  1

SNOOZE NUNAWADING - AWESOME - FANTASTIC CUSTOMER SERVICE & SO HELPFUL! – Purchased a stunning Australian made bedroom suite from SNOOZE at Nunawading for our new apartment - alas designer/architect of our apartment (Turner Residences - Glen Iris) failed to design a main bedroom which in fact a normal queen size bed would fit into (5m long x only 2.5m wide). The beautiful bed we had made did not fit in. Snooze at… Read more ·  1

Nunawading bent over backwards to help us & have come forward to assist with getting the manufacturer to chisel down the wood on our bed so that in fact it may fit. They have been nothing but helpful, responsive & have been just fantastic to deal with.

Thanks to all the wonderful staff at SNOOZE Nunawading who are an absolute credit to this store & to their terrific manager Ron - well done on such a great team effort - we can't thank you enough for all you have done for us & for bending over backwards to help.

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… Read more

delivery items, inc $80 delivery charge, this appears excessive and unacceptable! Potential customers be warned, give Snooze a big miss!!

Ended up not buying with them but only because delivery was quicker through someone else – Went to snooze in Nunawading for a Sealy Posturepedic bed. Maya was great and did the computerised bed select and got us to try several beds. Found one we liked and then did the usual compare price. Snooze was best on price but someone else could deliver straight away with a comparable bed and I was desperate to get rid of the old one. If not for that Maya would have clinched the deal.  Show details ·  1

Service-Nunawading Store – Fabulous service, no pressure, each time I returned after comparing other stores offerings I got the same salesperson so did not have to renegotiate. When getting best deal from Manager he did not try to take over sale from the sales guy I had been dealing with. Gave me a great deal!  Show details ·  1

Sweet Dreams – Purchased a Queen size sleep to live bed from our local Snooze store absolutely BRILLIANT and would recommend to anyone.  Show details ·  1

Great service from the Nunawading store and mattress 10 out of 10!!! – My partner and I bought our Mattress from the Nunawading store. Both Luke and the sales person provided us with great advise as to which mattresses were most suitable for both of our builds and postural concerns (their assistance was gold!) We eventually decided on the Madison empire which without question is the best mattress we have ever owned.… Read more ·  1

The only negative is how much we miss it when we are on holidays! The delivery was also spot on. Completely faultless experience and couldn't rate this mattress more highly.

Once I Paid The Deposit The Rude Attitude And Service Dried Up – Nunnawading store. Put a deposit on a bed base. Was explicit in that required the end of November. Told to pay by end of day otherwise wouldn't get delivery at the time or for price. Felt pressure tactics. Rang 4 days later given same price and promised before end of November. Rang 20th November to enquire as to time. Told don't know, can't help… Read more

rude attitude. I begged for an update as stated l needed to organise trailer. Wish l never bought there. Started off with pushy untruths and now they have my money, rude and unapologetic. Dreadful customer service- never again!

Excellent Customer Service Snooze Nunawading – My first new bed and mattress in 20 years - so a big purchase for me - and how do you choose the right mattress? Staff were very attentive and helpful when I was trying mattresses; and even customised the customised bedBuilder options! The bed is great - but I couldn't sleep on the mattress even after trying for 5 weeks. Viki has been very… Read more ·  1

understanding and took time to recommend another mattress - a latex one.

She organised delivery of the new one and took away the first mattress for the difference in price of the mattresses.

Thanks very much Viki and Snooze Nunawading.

(First night I slept on the Latex mattress my worst fears were realised when I couldn't sleep as it felt like I was sleeping in an oven - despite removing all covers and resorting to sheets. But, with all options (and me) exhausted I tried the second night AND there was NO HEAT problem - and since then - 3 weeks ago - I have slept wonderfully. The mattress has a really comfortable solid (but not hard) feel. )

Customer service beyond expectations – I bought a Madison Grand mattress at the Home Show in Melbourne in late 2013. My elderly mother was impressed with my mattress and early this year went to Snooze in Nunawading (Vic) to order the same - she took my receipt with her to ensure it was the same product. She ordered the bed, awaited its delivery and all went well - until she slept on… Read more ·  1

it. I reassured her that beds need 6-8 weeks 'wearing in' to soften up. After several months, she was aching all over from too firm a mattress and we couldn't understand why it wasn't the same as mine in terms of softness. On being near the store for something else recently, I encouraged her to go in an advise the staff of her disappointment. One of the store personnel - Vicki - advised us that the product had changed in the intervening period since I bought it and was now a firmer product. We understood but said it was a shame that that fact hadn't been mentioned when my mother was purchasing the mattres on the basis of my receipt in her hand. Vicki said that she would contact the manufacturer to see what could be done as my mother said she couldn't sleep on the one she'd bought and had got her old one off the spare bed.

Amazingly, Vicki contacted us a couple of days later to advise that she had organised for another mattress to be made to the old specifications (softer) and for a small modest charge, would have the mattress purchased collected and replaced with one the same as mine. Talk about going above and beyond! I was sure that they would say 'too bad it's a used mattress now, nothing we can do'. We were thrilled with this level of customer service - particularly as Mum being a pensioner was not able to afford another mattress of this quality. Well done Vicki. Well done Snooze. We won't shop anywhere else in future.

Snooze comes through again – We bought our third mattress at Snooze Nunnawading in past 17 years, great service and staff, again, especially Maya, she went out of her way to show us the complete range, and even put us on the mattress diagnostic machine, to perfectly match our bodies, and sleeping positions. We were shown our options, and with Maya's expect help, we chose our… Read more ·  1

perfectly suitable mattress. We had a great first nights sleep, and are loving our new bed. Perfectly match product. Nothing

Snooze (nunawading) – I went into the store and wanted to buy a wentworth bed. was greeted by a customer service person called [name removed]. she gave me a quote on the bed and bedside table. and i asked for a 40% discount. she told me that i she had to show me the door and that she can't get it at that price. she was very rude and asked me to leave the store because… Read more

there's no way she could give me a discount and 40% was not happening. shocking service and i won't be buying from her, ever. next door, ask for [name removed] from forty winks. he gave me a 30% off the wentworth furniture set. am considering now.

Madison Grand (top of the range) - my review – We bought the most expensive one...the "GRAND" ...the thickest pillow top. for $3585 (after manager'ds discount)..it felt good during the testing stage. The salesman recommended me not to buy as I am a male and requires a firmer bed, but it felts so good (the cloud feel), I purchased it,...now really regretting it. Well..what can I say, I am… Read more

responsible for my own action...Sometimes the most expensive one is not necessarily the best for my body, I found my old bed $800 to be more superior to my back - which I can "get up and go" every morning and feeling refreshed and charged-up. This super plush Madisson Grand bed...oh boy, sore shoulder, neck, tired body (never seem to be enough) and lumbar acheness - I can't stand it. I spent so much time on how to make the soft bed firmer on the internet...no actual practical information found on line. We went back to Snooze, they advised I can "re-spec" - which means they will remove the pillow top unique sponges for $800- $900 +gst. (let's say $1000) - to make it to "Times Square" firmness. We felt its a bit unfortunate to spend $1000 to downgrade the bed to a timesquare model. Alternatively purchase another firmer bed...we are still deciding which path to go***sigh***...Lesson learnt...stick to firmer/ or medium firm bed No matter what,,.,,especially if you are male. We are intending to buy the mahjong bamboo bed matt to add some firmness on line...but if you are reading this...Don't buy any super thick pillow top...choose a firmer one.

too soft - and it may become softer as time goes by...