Snooze VIC, Waurn Ponds

Don’t buy it! It is HOT HOT HOT! Got rid of it after a year!

Outstanding service – Staff took time to assist with my purchase of an adjustable bed and Tempur mattress. Yet to try out the bed, suffer back issues as well as reflux. Hoping this will give me a better night's sleep. Delivery guys were outstanding an altogether great experience. Will review the bed and mattress too when I've tried it out. Looks amazing in my room with an Asian look that fits in to my decorm Show details

Extremely Poor Service – A simple request to get someone down to check a faulty bedhead turned into an 8 month saga. My partner and I had to chase them up every 2-3 weeks. We called in multiple times. Went into the store 3-4 times. Every time we called or went in we were promised a resolution that week or the next. They eventually asked us to send photos and a video in,… Read more

which we did. Another month goes by and still nothing.

They were supposed to get someone out to check the bed, which we recently found out that they were not even notified. Eventually, after about 8 months of trying, we had someone from the manufacturer come out and agreed it wasn't right.

Snooze only offered to replace it with the same bed, which we did not want to do as we didn't want the same issue. No compensation offered, no offer to replace with a different bed.

Outstanding customer service – I recently bought 2 pieces from the Iris range from Snooze Waurn Ponds with the assistance of Emma who was friendly and extremely helpful. When they were delivered one piece was lighter around it’s frame than I expected. This was disappointing as they were to be placed side by side. Emma did not hesitate to assure me she would attempt to rectify… Read more

this, and offered to have the piece picked up and partly re-stained. When the inevitable lockdown followed Emma was quick to contact me with a revised delivery date. Follow up phone calls from Emma always kept me aware of how things were progressing. I now have my tallboy and lingerie chest and they are absolutely stunning. A great result thanks to the dedication of Emma. Thank you!

Xmas visitors due, no mattress, Snooze to the rescue – we needed a mattress urgently. I phoned described one from the Snooze website, it was available, I paid and my daughter picked it up within the hour. Excellent helpful staff. We'll be back. Show details ·  1

Skip snooze and shop elsewhere – What a horrific experience!! Snooze Waurn Ponds. Staff lack communication and problem solving skills, don’t take ownership of their mistakes and are rude. Placed an order for a bedroom suite and mattress on October 6th was told it would be delivered in 4 weeks. Mid November I follow up on the delivery as I hadn’t been contacted and had sold all… Read more

my old bedroom furniture. Only to be told that they had my mattress in stock but the bedroom suite wouldn’t be delivered until December 3rd! When asked why I hadn’t been called and informed about the delay I was told that a different team member was in charge of invoices and he should have contacted me. When I asked what would be done to rectify the issue of having no bedroom furniture for two weeks I was told they would deliver the mattress with a loan base but they didn’t have any draws they could loan out.

I call again at the end of November to follow up on delivery as again I’d had no contact and am told it’s not in stock yet and they don’t no when they’ll be getting the delivery at this point I’ve asked to speak to the store manager, she wasn’t in but I was assured she would return my call the next day...she didn’t!!

A few days later I call again! The store manage answers!! It’s my lucky day I’m finally going to get some answers on why there such a delay on my purchase and why there has been such a lack of communication on their part. Whoops sorry wrong again. I got excuses about supplier issues, COVID causing issues with shipping but still no one taking ownership of Snoozes lack of communication and my now estimated delivery date is December 18th. (6 weeks after the quoted delivery) Wednesday December 9th I finally get a phone call to say that it’ll be delivered Tuesday 15th woohoo!

Monday 14th I get a phone call to settle the balance an unfortunately I’ve lost my credit card and I ask if I can direct debit and send a screenshot as proof of payment. I was told no I’ll lose my job if we send out goods without full payment but you can just pop into the shop and pay..(I live over an hour away and I’ve lost my bank card so don’t know how they would process the payment in store) I asked to speak to the manager I was told no she’s with another customer and hung up on. I’ve waited an additional 6 weeks and Waurn Ponds snooze can’t even do a gesture of goodwill. The only reason I’m not canceling my purchase is because I need bedroom furniture.

Their customer service cannot be faulted – We wandered into Snooze in Waurn Ponds on the hunt for a new, good quality mattress and base. Holly helped us and suggested we use the sleep profiler to find out what would suit us best. While the profiler told us what we would need, Holly was extremely knowledgeable and gave us what I think was some of the best customer service we have ever… Read more ·  1

received. On top of that, she wasn’t pushy at all which is really important to my fiancé and I. We came back the next day and put a deposit on our new mattress and base. Thank you Holly!

Ready to buy; reluctant to deal – We had formally bought 2 bed frames and mattresses and several items from snooze and we thought we would buy another bed and mattress to match the other rooms. The young lady working there on cup day didn't show any initiative to cement what would have been a very easy sale. So we went next door to Bevmarks talked to someone who took the time to… Read more

chat find out what we needed and come to a fair price and we bought on the spot. Shame for Snooze as the lady who worked there 2 years ago was great. The bed' s arrived now and we are going to get the matching set. From Bevmarks.

The customer service could not have been better! – My partner and I went into snooze waurn ponds to find a new mattress and Georgia approached us and offered us her assistance. I had been recommend a firm mattress by my chiro and she straight away popped us on the sleep profiler to see what we would need, we tried quite a few mattresses and we were in the store for approximately 1.5-2 hours!… Read more ·  1

Georgia was super patient with my indecisiveness and offered suggestion when needed. She was very personable and was lovely to deal with! Even gave us tips on an upcoming holiday we were going on to a place she had been. Couldn’t recommend her more highly!

Excellent Product Knowledge and Service – Due to us owning a Madison mattress previously, and having a bad experience with another brand mattress, we decided to go back to the Madison brand. We were assisted in our decision by Holly who we found to be very knowledgeable on the product range and easy to speak with. Holly was able to answer every question we put to her and after two lengthy… Read more ·  1

visits to the store, we finally made our decision. We were able to get an excellent price on a top range mattress and base that we were happy with. The Madison Empire was delivered by two very courteous guys and while complimentary set up had been offered we decided to install it ourselves, which was extremely easy to do. Cannot speak highly enough of the service we have received from Snooze Waurn Ponds. Thanks again Holly you are a credit to your company.

Excellent product range and service – We had a custom arrangement made up for us. Easy to order and staff were most helpful. Product assembled by Snooze staff on delivery. Very courteous efficient and professional delivery staff. We are very happy with our product and overall customer experience.  Show details ·  1

Store and delivery – Bought three beds from the Waurn Ponds store, service was exemplary. Had just been to another bedding store prior to Snooze where the staff were less than helpful. Decided not to buy there as a result of the lack of service and total disinterest. The two men who delivered the beds to my home were also very helpful, rang prior to delivery and set up beds on arrival. Highly recommend the store.  Show details ·  1

Awesome service! – Manu was such a lovely salesman. Friendly, knowledgeable and personable. Warehouse staff on the phone were lovely and the delivery men so friendly!!  Show details ·  1

Brought over the Net! – I can't believe I brought a bed online! It was so easy, backed by a well known reliable company I am beyond happy. They contacted me for colour selection and the dove grey was available and delivered in a fortnight. They even set up and took away the packaging. I will be buying from them again without a doubt, the price was right and the service was unbeatable. Thank you Snooze.  Show details ·  1

Terrible treatment at Waurn Ponds Sooze – Went in to discuss a concern with my order I placed. After explaining my situation and that I would like to change what I had ordered he told me this was not possible and that if I'd ordered something wrong it was my fault and I was stupid for making the mistake. After trying to explain that the order was not due for me to pick up until August he… Read more

raised his voice at me and said that there was nothing he could do and that I should just deal with it and order another item and pay for it because he wouldn't be changing anything. I then outlined I had no communication from them to say they had placed my order early and that the stock already being in could not be used "against" me as they had not communicated about the order since I placed it in February. He shook his head at me and said what am I meant to do, that's your problem, you want one you order one and pay for another item. He then turned his back and walked away. I am beyond disgusted with this mans attitude and lack of customer service and decency. I work in a large retail organisation and this businesses customer service and overall approach to this situation is appalling. I will be telling everyone I know to never shop with this business and he is a disgrace to your brand and reputation. Please address this mans attitude before he upsets another customer. He is an embarrassment. I would like to mention that after driving to the other Geelong store to explain my situation the lady there changed my order at no charge. Thank you to her for at least listening to me and helping knowing that their lack of communication around the order had caused the issue.

Customer Service Does Not Exist At Waurn Ponds Geelong – I recently had the misfortune of having to deal with a very rude and aggressive male staff member at the Waurn Ponds – Geelong store. He lacked basic decency to communicate respectfully with his customers. The way he raised his voice and verbally attacked me, as a customer was appalling. He admitted there was frequent confusion at which store to… Read more

collect goods, instead of fixing the problem, he chose to throw the paperwork at me while he continued yelling. He needs to be taken off the floor and sent to anger management training before he physically attacks someone. I’d also advise additional in-depth customer service training. This experience left me with no option but to cancel my order and refrain from ever shopping at a Snooze store again.

Terrible and misleading – Terrible customer service. Purchased items that arrived in pieces. Difficult for a woman to lift etc. Was not told product required assembly. Never again - salesperson focused in sale of product and I'm now left trying to get assistance to put this together. If I wanted self assembly I would have purchased from that company specialising in self assembly.  Show details