Hi Team, does snooze offer a comfort guarantee on mattresses, if the manufacturer offers one?
Hi Son, Thanks for the question. There is no comfort guarantee, so we recommend trying the mattress in store and discussing your specific sleep requirements with one of our team if you're concerned about finding the right mattress for you. Warranties cover for faults in mattresses only and in those cases, the supplier will go out to assess it. Warranties last 10 years. Kind regards, Snooze
SleepTailor Platinum - Is there some way to determine/ prove which sleep number/ firmness my mattress actually is, aside from the number stuck on the end? I own 2 Sleeptailor Platinum mattresses, both were ordered as Soft/ Medium, the first one i have owned for about 2.5 years and is very comfortable, the second one i have only owned for a year but have slept on less than 6 times. The newer mattress is meant to be a Soft/ Medium, however i dont think it has been manufactured correctly and is in fact a Medium/ Medium instead (despite the number stuck on the end which indicates Soft on one side). Both sides feel the same firmness to sleep on, and i am also comparing this against my older Sleeptailor mattress (also Platinum Soft/ Medium) which feels softer on one side, and a bit firmer on the other and is significantly more comfortable to sleep on (i sleep on the "soft" side). There are no other significant differences that would make one feel firmer than the other - i use the same type of sheets (jersey), and both are installed on the same type of base. the only difference is the size - the older more comfortable mattress is King, the newer less comfortable is Super King. Im really not happy with the newer mattress, but unless i can 'prove' that the mattress has been manufactured wrongly (Medium when it should have been Soft), then i cant see that i have any way to argue this. I hope you can help
Hi Tamsyn, Please reach out to the team at the store that managed your order. The contact details should be listed on your invoice. Regards, Snooze
Hi there, I have a Sleeptailor Queen mattress purchased from Snooze Dubbo NSW. The plush side has a permanent divet where my husband lays. Is this normal wear of this mattress? Would it still be under warranty? I have no idea where the reciept is as I purchased the mattress approx 5 years or so ago.
Hi Tara Sorry to hear that your mattress has developed body indentations. Please contact the Dubbo store with details of the purchaser's contact number or an address to where the mattress was delivered. The team will be in a position to identify your purchase in the system, address your concerns and assist with making a warranty claim. Another option would be to email these details to enquiries@snooze.com.au Regards Snooze
I have misplaced the instructions for a bilby loft bed I purchased a couple of years ago, I need to deconstruct the bed and move it. Is there anywhere I can find the instructions?
Hi Rachel, thank you for your question. If you could please email enquiries@snooze.com.au with your request, the team will be able to assist you with the resource required. Kind regards, Snooze.
Hi, I recently purchased the Sleeptailor Platinum mattress in size double ($6,000 mattress) and it has been causing me significant lower back pain. The mattress I’ve received is much softer than the one I tried that was on display. If it was this soft in store, I would have never purchased it. My days now are just constantly ruined by persistent and sharp lower back pain. I want to return the mattress as it is unlike the one that was on display and it is causing me severe pain.
Dear Ryan The team at the store are being made aware of the discomfort you are experiencing from using your recently purchased mattress. It is not uncommon for some people to take time to adjust to a new sleeping surface. The mattress also requires to be adequately supported to prevent it sagging which may result in a softer feel. Please let us know your contact details via email to enquiries@snooze.com.au or contact the team at the store as they will address your concerns in more detail. They are also able to liaise with the manufacturer for appropriate resolutions.
Regards Snooze
Ryan what was the outcome, I have the exact same issue
I’m wondering too as I just bought $6000 worth of mattress and now I feel like I’m sleeping on the floor with back pain
Dear Rada Sorry to hear of your comfort concerns with your mattress. Unfortunately, we have been unable to identify you as a customer in our system and request you to please respond via email to enquiries@snooze.com.au with your contact and purchase details. Looking forward to hearing from you. Regards, Snooze
Snooze didn’t really care. I had to stick with the mattress, no solution. Basically, I will never be buying another mattress from Snooze. I’ll be buying from a retailer that has a trial period/exchange policy, most likely online. These in-store retailers need to get with the times.
We have had the exact same problem after purchasing a firm mattress. The mattress was much softer than the one we tried in the store and after less than 12 months the mattress was completely sagged and unsupportive. Now after 14 months we are having to get a new mattress. No surprises to learn that Sleeptailor is an in-house brand and hence the sales pitch we received. There is clearly no regard for the customer and their actual needs.
Hi Katherine, we're sorry to hear of your experience with your mattress. To help us look into your specific situation, could we please confirm if you've been in contact with the store already? To help us follow up we'll need to have the invoice number and name if possible. You can send them to us directly by email to enquiries@snooze.com.au
Kind regards, Snooze
I bought a Slumberland Natural Base double bed. Is it going to be pre-assembled when I pick it up? If not, what are the package dimensions prior to assembly. Thanks
I have no idea. Im a customer who bought a very comfortable nattress. You best ring Snooze and ask
Hi Monty, the Slumberland natural base will be wrapped in plastic and the legs will need to be screwed in. So the dimensions are the same as noted on the website (https://www.snooze.com.au/products/slumberland-natural-base?variant=35010510684294)
Please contact your Snooze store for further information.
FIRM MATTRESS FOR BAD BACK
I bought a mattress for a single bed, not a double. It's firm, with a memory foam on top. It's called the Sealy Elite. Best to ring or go in store to look at & feel the mattresses
Thanks DAVID, will do. Regards.
Hi can l ask you why missing to give assembly instruction when delivery even some parts is missing
Hi Leila, Thank you for reaching out to us and taking the time to provide feedback. Please email enquiries@snooze.com.au with your contact details and location of the store you purchased from and the team from that store will be able to address your concerns.
Thanks, Snooze.
Hello, We bought the bilby bunk bed a couple years ago and wanted to know if you could send a copy of the assembly instructions?
Cheers,
Hi there, thanks for reaching out. Your local Snooze store should be able to provide you with another copy of the assembly instructions. Find your closest store and their contact details here: external link Thanks, Snooze.
How do I assemble a Jasper queen 12 slat bed with 1 middle support leg and a basket bracket. Bought the bed about 3-4 years ago, have moved and now need to re-assemble the bed.
Hi Jude, thanks for reaching out. Your local Snooze store should be able to provide you with another copy of the assembly instructions. Find your closest store and their contact details here: external link Thanks, Snooze.
Hi snooze, we got the m3 matress recently but find one side springs to soft. What is the return/swap policy for the bedgear m3 springs, its not clear on your website.
Hi Lee, Thank you for reaching out to us and taking the time to provide feedback. Please email enquiries@snooze.com.au with your contact details, the message above and the location of the store you purchased from and the team from that store will be able to address your concerns.
Thanks, Snooze.
Hi! If I were to buy a new bed head, could I give you my old one? If so would I get a discount on my new one for it?
Sorry don’t need. Bed head as I still have one
Hi John,
Unfortunately we cannot offer discounts on new products with the return of old products.
Kind regards, Snooze.
Hi! I was wondering if I could return a 5 yr old bedhead for a refund because I want to get a new one.
Hi John,
Unfortunately we cannot accept a return on a 5 year old bedhead. Please read our cancellations and returns policy here: external link
Regards, Snooze.
Hi, does anyone have the assembly instructions for the Snooze Bilby Loft bed?
Hi Andrew, Thank you for reaching out. Your local Snooze store will be able to provide you with a copy of the assembly instructions for the Bilby Loft bed. Find your closest store and their contact details here: external link
Regards, Snooze.
Are any mattresses these days made with steel springs over cheaper iron springs ? The Last Snooze Elite one I bought in Dec of 2015 lasted 3 weeks before it collapsed where there was an impression of where I had slept which killed my back. At the time I asked for a mattress with steel springs and they assured me it was but never put it on their invoice. Iron springs last 3 weeks then the mattress is stuffed and they never replaced it even though it had a 10 year warranty. No longer believe in these long warranties. Not worth the paper they are written on. I ended up with my Dad's old bed which was 40 years old and gave me nearly 5 years before one spring went. They don't make beds like they used to. Many of the reviews in here look like they've been written by company reviews so very wary. If I buy another mattress I want to see steel springs on the invoice otherwise no way will I buy. Might need to go and get an alternating mattress which although costs far more do last. THoughts. Need a mattress for my back but not those hard firm ones.
Hi Colin, Thanks for your enquiry and feedback. All of our mattresses that contain a spring unit are made using steel springs. All steel contains iron, but it also contains carbon. The primary difference between iron and steel is that iron is a metal whereas steel is an alloy made by mixing iron and carbon together.
We currently range a Sealy (brand) mattress range with spring that is made with Titanium, Iron & carbon.
When compared to steel, titanium has superior qualities as it is as strong as steel but 45% lighter and has the highest strength to weight ratios of all known metals.
We have a variety of mattresses in different comfort options so you are not restricted to only a firm feel that you do not like.
Regards Snooze.
Hi Colin, if the springs collapse after 3 weeks then it’s a faulty product that Snooze needs to replace under warranty - you do not need to be looking for a titanium, iron and carbon spring mattress. You should report this conduct by snooze of not honoring warranties for defective products to the ACCC, as it breaches the Australian Consumer Law
I want to see some reviews on the M3 bed gear adjustable bed please.
Hi there Adam,
Thanks for reaching out. Please view reviews for the BEDGEAR M3 Adjustable Base here, on our website: external link
Regards, Snooze.
Adam you may want to check out hospital beds as they do far more and no where near expensive. I have one for my mother and its gone well these last 4 years so far. Thinking of buying one for myself. If you suffer bad back get the alternating mattresses with them.
Are you still making /selling the bilby loft bed?
Hi Michelle, Unfortunately, Bilby is no longer available, but we do have other frames that may be suitable. A Snooze Store near your location will be glad to assist you in choosing a suitable bed frame. You can find your nearest Store by using our Store Finder function on the website external link
Thanks, Snooze
Bilby Single Bed Frame Snooze- does anyone know where I can get a copy of Assembly instructions?
Hi Ioanna, If the assembly instructions for the products in your order are missing please contact the store that you purchased the products from and we will ensure these are sent to you as quickly as possible. We can send either send the instructions by post or send a scanned image of the instructions by email.
Thanks, Snooze
Does anyone have a My design gas lift bed from snooze they can comment on? Cheers.
Hi Bec, the team at your nearest Snooze store will be able to answer any questions you have regarding the My Design gas lift bed. You can find your nearest store using the store finder on our website here: external link . Regards, Snooze.
I’m missing a part on the Bilby kid loft bed, can I purchase them from the store? It’s a screw bolt thing. Thank you
Hi Yvette, thanks for your question. Sorry to hear you are missing a part from your Bilby bed. The best thing to do would be to contact the store you made the purchase at. You can do a quick search for their contact details here: external link
Alternatively, you could email enquiries@snooze.com.au with your name and contact details (and the name of the store), and someone will be able to reach out to help you get this missing part.
Regards, Snooze.
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