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
How much f or a good mattress as I have back problems onlley on pension only have 650
Hi Lorraine, thanks for your question. We have a range of affordable mattresses that cater to varying support desires. We'd recommend enquiring at your local Snooze store to find the best option for your needs - Our specialists will be best to assist you here. You can find your nearest store here: external link Thanks, Snooze.
Have you got a Woollen under blanket Single with skirt. 2xthermostatic controls with timers, Feet and body. John.
Dear John Thank you for contacting Snooze with your product enquiry, I think that you are looking for a Woollen underlay or electric blanket. We don't stock Woollen underlays or electric blankets, we have mattress protectors and mattress toppers. So we couldn't help further. Regards, Snooze.
YES
Have you got a Woollen under blanket Single with skirt. 2xthermostatic controls with timers, Feet and body. John.
Dear John Thank you for contacting Snooze with your product enquiry, I think that you are looking for a Woollen underlay or electric blanket. We don't stock Woollen underlays or electric blankets, we have mattress protectors and mattress toppers. So we couldn't help further. Regards, Snooze.
What is your return policy. We purchased a mattress after advise from one of your sales staff, the mattress was for my 95 year old mother. We needed something with strong sides as she slipped off her old one when sitting on sides. Unfortunately her new mattress is no better than her old one. Not sure of purchase date but it was delivered 28th Feb 2023. Thank you, hopefully we can swap it over for a firmer sided mattress.
Hi Pam, Sorry to hear that your mother does not find the mattress that was delivered end Feb suitable. Please email enquiries@snooze.com.au with your mother's purchase details as the team that managed her order will be requested to review the sale details and address the concerns you have expressed in more detail. Mattress returns are evaluated on a case by case basis as manufacturing faults, covered by the product's warranty, are mostly repairable or can be resolved with a replacement. Looking forward to hearing from you. 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.
I am wanting to find out warranty on a pillowtop mattress purchased at Noarlunga. Thank you if you could please contact me. 0420873762. Regards Mary-Anne Caught. Ty
Dear Mary-Anne, Thank you for contacting Snooze with your product enquiry, your mattress purchase at the Noarlunga store in 2016, would still be covered under the manufacturers warranty. Please provide details of your concerns to Snooze customer service enquiries@snooze.com.au. Once we have your current information and concerns, we can refer you to another store for assistance. Regards, Snooze
I purchased a bed oak king size with a pillow top mattress, a Wanting to know if mattress is still under warranty. It was a higher purchase hoping you still have records of date, warranty time. Ty my number is 0420873762. MaryAnne Caught.
Dear Mary-Anne, Thank you for contacting Snooze with your product enquiry, your mattress purchase at the Noarlunga store in 2016, would still be covered under the manufacturers warranty. Please provide details of your concerns to Snooze customer service enquiries@snooze.com.au. Once we have your current information and concerns, we can refer you to another store for assistance. Regards, Snooze
DO YOU SELL SOFA BEDS
Hi Judy, thanks for your question. As per our previous answer, we do have a selection of sofa beds included in our Cyber Sale however, these are available in-store only. We'd recommend calling your local store to enquire further; please find contact details here: external link Kind regards, Snooze.
Do you sell Sofa Beds on Black Friday Sale
Hi Judy, thanks for your question. We do have a selection of sofa beds included in our Cyber Sale however, these are available in-store only. We'd recommend calling your local store to enquire further; please find contact details here: external link 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
Hi my name is karen Lee . I have just become a snooze member . I have ordered delivery of a king and queen mattress online. My question is does the deluvery fee include removal of the old mattresses please? My email is karen l181@hotmail.com Thank you.
Love you well done
This is the terrible and worst experience with a guy called [Name Removed] who was representing Auburn Snooze. He was disgraceful over the phone with full of sarcasm and just laughing baseless out of the conversations. He was just giving his comments and eagerness to do the whole refund. He really need to know how to talk to people especially customer retention skills. He made me feel embrassed as I have done some sort of offence by mocking on my questions. He literally made me in tears and after this I shouldnt be going back to snooze at all. He was just pretending clever and impatient in his approach where he just laugh at people with no reason!!!
He also acclaimed that my no is private number so he doesn't know whether I'm authentic or not. A big question mark?
This is Auburn Snooze where they tolerate this sort of behaviour and approach.
Dear D Bhard The time you have taken to provide your feedback is appreciated and being made known to the concerned teams for any process or training that may be required. Please email enquiries@snooze.com.au with your requirements that remain unattended or has been left unanswered and we will ensure you are assisted appropriately. Any inconveniences are regretted and we look forward to hearing from you.
Regards Snooze
Do you remove the old mattress?
I'm a customer. Yes, Snooze removes old mattresses in NSW. Contact your store.
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.
Do u guys do instore layby buy any chance ?
Hi Natty, Thanks for reaching out. Many of our stores offer lay-by as a payment option. We suggest reaching out to your local store to confirm. Find your closest store and their contact details here: external link
Thanks, Snooze.
Get an answer from our members and Snooze representatives
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