1,692 reviews
AI reviews summary
Pros
Cons
Verdict
Overall, consumer sentiment towards Sleeping Giant is mixed, divided between overwhelmingly positive in-store experiences and significant post-purchase frustrations. The vast majority of reviewers praise the attentive, non-pushy customer service and the comfort and quality of the bedding products. However, a minority of customers highlight recurrent challenges with product defects, delivery coordination, and rigid return or warranty policies.
I ordered 3 beds and each bed was missing parts!! The customer service phone line is never answered so left 5/6 voice messages and never got returned call! After 5 days I managed to speak to someone who refused to put me through to a manager and told me to put in a warranty claim! They take your money and deliver faulty stock. Terrible customer… Read more
service team, terrible quality control and terrible management. Spend your money elsewhere! We are now sleeping on the floor!
We travelled from Melbourne’s outer eastern suburbs specifically to Sleeping Giant Springvale to view and purchase the bed we wanted in person (after seeing it available online). After placing the order, we then waited nine weeks for delivery, only to discover that Sleeping Giant had delivered us with the wrong bed frame. When we raised it, an… Read more
hour after delivery, we were advised that the bed we had actually viewed, selected and paid for had since been discontinued and could no longer be supplied. The closest alternative was more than $1,400 extra, largely because it included a gas-lift feature, lights and such, that we neither wanted nor originally ordered.
Despite the mistake being entirely outside our control, no goodwill discount, compensation or meaningful make-good was offered. The proposed solution was essentially for us to pay another $1,400+ if we wanted something closer to the bed we had actually chosen.
We initially agreed to the replacement because, after waiting nine weeks already, we just wanted the situation resolved. After considering it further, we decided not to reward the business by spending another $1,400 with them. We have instead kept the incorrectly supplied bed frame and will go out to another retailer to replace the frame at another time.
To be fair, the staff we dealt with were polite. Unfortunately, being polite while leaving the customer to wear the consequences of your error isn't particularly good customer service.
We went to a physical showroom specifically so we could see the bed, choose exactly what we wanted and avoid this kind of problem. Instead, we waited nine weeks, received a bed we didn't order, discovered the one we did order was no longer available, and were presented with an expensive upgrade as the solution.
Mistakes happen. How a business chooses to fix them is what matters. Sleeping Giant had an opportunity to turn a poor experience around and retain a customer. They chose not to.
We won't purchase from Sleeping Giant again and encourage others not to as well.
Reviews with attachments
Thank you Jhon for taking the time to help us to pick our bed frame, well explained about colours availability and delivery. good service and stylish furniture Show details
The dream suite waterproof mattress protector is great! We have one currently for our middle child’s bed and nothing has ever leaked through! It has been washed and dried and still looks brand new! I went in to the store today to order a new mattress and base for our youngest and purchased another mattress protector! It has been 100% better than… Read more · 1
any other mattress protector I’ve ever had! Also a special mention to my sales person Esperanza who made my shopping experience easy and enjoyable.
On Saturday morning busy day, the team of Amanda, Roman, and Ismail are really supportive and providing their expertise in service to guide us for our mattresses and bed frames. Cheers for the team and appreciate their warm hospitality! Show details · 1
Bought the Felix bed in their MTO Muse Forest. Great bed, great storage, so worth the wait. Thank you sleeping giant. Show reply
I purchased a Sleeping Giant Leo Lift Queen size bed base for my adult son. It was a fantastic purchase, every bit what the salesman and saleswoman said it was. They both where honest about the structure and quality of the bed base. I am completely satisfied with this Outstanding quality bed base. (Yes, I assembled it myself, following the… Read more · 1
instructions and it was so straightforward). I can highly recommend Sleeping Giant store in Hornsby. Very honest and experienced retailer. Sincerely, Thank you Very happy purchaser. Humberto Ho
I had previously made purchases from Sleeping Giant Campbelltown store. So I knew where to go when I needed a new Queen base it was where I went. I was served by Kasha, (Awesome lady) and told to expect a 6 week wait. The bed came in sooner than expected after only a week wait. The Delivery men were friendly and awesome too. The Calypso Bed in… Read more · 1
Nutmeg is beautiful but sadly the Slats are Plywood, they are rough and coming apart on some of the ends. If I had known I may not have bought it, I'm going to use an old beds pine slats if the fit when I go to turn the mattress, as I'm scared the Plywood Slats will rip the SG mattress.
I visited sleeping giant in Maroochydore for the first time recently. I was so impressed with firstly the size of the shop but also just how so many stunning products were on display. They were all styled so beautifully. Coral was the manager who we saw at the time and she was so friendly and informative. I felt like I could ask her anything as… Read more · 1
she was being so patient with me. We ended up buying a boucle covered blanket box and I’m so happy with it
Exceptional experience with Springvale Sleeping Giant’s sales assistant Luke. He was attentive with listening to what I wanted and helped me find the perfect mattress. Luke was very knowledgeable about the variety of mattresses available and took his time to show me them. He explained and organised the delivery process effortlessly. I am very… Read more
happy with my new mattress and the service I received. Would highly recommend to anyone shopping for a new mattress.
The bed frame arrived faulty, with no latches or hinges to attach the other parts, making it impossible to assemble. I had already paid for a professional assembler, so that money was completely wasted. Although a replacement has been offered, it doesn't make up for the inconvenience, extra cost, or time wasted. I'm now sleeping on the floor while… Read more
waiting for the replacement bed. If faulty products are being delivered, customers shouldn't have to deal with all this hassle. Better quality checks are needed before shipping. I wouldn't recommend buying this product based on my experience.
- +3
I bought a queen mattress, a single mattress & a chair from the Castle Hill store on 28/5. The items were delivered on 1/7. As soon as the queen mattress was placed in my bed frame I noticed it did not fit so I immediately returned it to its packaging & contacted the store, told them what happened & that I wanted to return this mattress. The other… Read more
items were fine. I was told I needed to fill a form online & head office would organise the return which I did. Over the next week, I have been going back & forth with Customer Service trying to get a refund & return the mattress. I was asked to send photos, I did. I was asked to send measurements, I did. I was told there was nothing wrong with the mattress. I reviewed the T&C on the website only to be greeted by an error page. I then used their AI bot to ask about returns & it advised items could be returned. I also used the AI bot to review their T&C. I shared these with Customer Service. Still my request was rejected & I was told to consider buying a new bed frame. After spending $2,000 with this company, they ask me to spend more but don’t refund a brand new, unused mattress in its original packaging. This is the first time I have shopped with The Sleeping Giant & will never shop there again. In the past I have bought my mattresses from Harvey Norman & Myer & they have sorted out any issues we had no problem. I would encourage anyone reading this to reconsider purchasing from this company. The Customer Service team is unhelpful & rude.
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Absolutely appalling from start to finish. This was the third time I had to rearrange my life just to accommodate a delivery from Sleeping Giants. After all that inconvenience, the furniture finally arrived today. I barely opened the cardboard box before I saw a massive crack running straight through the marble top of my drawer. Three delivery… Read more
attempts, countless hours wasted, and this is the level of quality they think is acceptable? It's hard to believe a damaged item like this could make it through any meaningful quality check.
I've been left with a useless piece of furniture, the hassle of organising yet another collection, and the frustration of dealing with a company that has shown little respect for my time.
Save yourself the headache and shop somewhere that values its customers and takes pride in the products it sells. This has easily been one of the worst retail experiences I've had.
Latest follow-ups
I am very disappointed with this purchase. I only decided to buy this bed because I was informed that it was in stock and would be available in time. I specifically needed the bed by the weekend, and the situation has been extremely frustrating. … Read more
The product did not meet expectations and has caused significant inconvenience. The delivery guys just left the pieces everywhere, leaving the bedroom in complete disarray and requiring me to wait for a warranty claim now.
I expected prompt and clear communication regarding the next steps to resolve the issue, but instead, I only received automated responses. This has added to the frustration and disappointment with the overall experience.
I would strongly recommend improving both product quality checks and customer support response times.
Follow-up · Hi Team When I initially got the bed, two of the side rails were damaged. Then the delivery guys told me they'll leave the stuff at my place and asked me to lodge a warranty claim. Then the shop contacted me after a day and asked me if I want a 50 dollar money back or a replacement. 50? Kind of funny. I told I need a replacement. I got a… Read more
We’re sorry to hear about your experience, Amila.… Read more
Well, what can I say. Its all smiles when you are actually buying something but try and complain or return anything and they dont want to know! Bought 2 sidetables that I measures precisely but would not fit when delivered. Tried to return only to… Read more
be told that I would be charged a 30% fee to return plus a pick up fee of around $125 (cant remember the exact amount but thats near it) I asked why I hadn't t been told about the 30% and Helena (Hornsby store) got quite unfriendly and said its in the Terms and Conditions. How about directing me to them before the purchase or using your 'customer service skills' to advise me of them. Honestly, it was all downhill after that, unfriendly, not interested, unhelpful. Would NEVER buy from this company again. Have heard similar stories from friends and relatives. Much better service elsewhere and (thank God) much more competition.
Follow-up · Of course no follow up from The Sleeping Giant. What can you expect from such a low rate company who don’t follow up, don’t listen to you when you want to return something, unfriendly, unhelpful, don’t explain Terms & Conditions. As I said before all smiles when you are buying but a different attitude when you have to complain. NEVER AGAIN
We’re sorry to hear about your experience, Marie.… Read more (+1 reply)
About two weeks ago we gone to Caringbah Sleeping Giant to purchase Two Mattresses and Two Bases We had the worst experience ever We where to get our mattress with one of the base but two weeks waiting for them we get a phone call saying that they… Read more
can’t find the base We where told we have to sleep on the floor We are 75/78 years old We can’t sleep on the floor We asked them when are they coming they couldn’t give us an answer as they couldn’t find the base Really how can you sell a mattress with out finding the base We where very upset as we all ready purchased another base for the second mattress They delivered the mattresses but with no bases We had to go back to the store and asked for full refund as we couldn’t sleep on the floor with two knee replacement and heart issues plus hip replacement They had no empathy at all as we called the manager of Sleeping Giant and his customer service was very poor and disgusting As we asked for full refund and left the store in half an hour they find the base Really what is this ? We also purchased a spray protector for $ 29 dollars that the lid was all broken and asked for another they answered was we put sticky tape They only concern was how to make a sale and take your money The guys that delivered the mattress we asked them to take the rubbish with the as they where going to take the other mattress they refused After all it is the cartons and the plastic of the mattress We find this a disgusting poor after sale customer service We will never purchase or Recommend Sleeping Giant to anyone one I will make sure I will tell all my lady’s in the pool Very poor service
Follow-up · No It was terrible With the spray they where going to put sticky tape around it and give it to us It was unacceptable So we asked for a full refund They told us they can’t give us a refund they will forward it to head office and head office will refund us the $29.00 Took them two days to respond to us It was disgusting The solution was that… Read more
Dear Tsolakis, Thank you for sharing your… Read more (+1 reply)
Positive reviews
I went in to Sleeping Giant - Marsden Park today, as my SG bed had a shaky leg. Tegan and Ismail were amazing and quickly helped me sort this out. They reached out to Amanda the store manager and she was really graceful. Not only did she help me with the spare but gave me an extra one as well! Made my day, awesome customer service !! You guys are amazing. Show reply
Agent was very helpful and knowledgeable. Quality of furniture is very good. There is simply no match to the products with any other brand. The price is affordable too. The delivery at this price gives you another reason to shop from here.
Excellent sales service and advice from Esperanza (assisted by Derek) regarding our king mattress purchase. Delivery by Dean and Paul was very good. Thank you - much appreciated. Show details · 1
Negative reviews
Chose bedbase and bed for my son back 2/11/26 every bed in a double that I looked at was out of stock [Name Removed] advised me to gonupto a queen size mattress but that's to big [Name Removed] said Kensington mattress would come in 3 weeks time that's today so today I rang [Name Removed] he said the mattress Kensington on the double will be… Read more
another 4 weeks .I said to [Name Removed] cannot wait that long ,[Name Removed] said my only option was to go upto a Queen size bedbase and mattress and oh my god that's going to cost and arm and a leg [Name Removed]. told me total price wound be 2900.00 for bedbase and mattress in the luxe brand . Frankly.am extremely disappointed there's no way I can afford 2900.00
Don’t go near these dodgey people. We were effectively conned and robbed by their staff and management. Sales guy convinced me that if our foam mattress would fit up our stairs then so would the mattress they were selling is and to try. It didn’t fit and then instead of apologising their management just point you to Terms & Conditions and say… Read more
dimensions are the customers responsibility so they won’t give a refund. How can you con people like that and still be in business. It’s not like it’s $10 you’re taking for nothing… it’s more like a week’s salary. We didn’t even accept delivery, so they still have their mint condition mattress.
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Do not do business with them! We bought a nice *looking*, not cheap Art & Science Platinum "Firm Support" King size mattress from Sleeping Giant Mile End on 26 Nov 2021. We discussed the 10 year warranty period with them and that gave us confidence to purchase, thinking it would remain comfortable for at least 10 years. Sure enough within a few… Read more
years (well within the 10 year warranty period) the mattress is no longer fit for purpose - two narrow grooves/troughs formed where we sleep causing us to roll into uncomfortably into. Of course you can't see the problematic deformation because of the top foam layer masking the issue - this is what they use to weasel their way out of honouring their warranty and replacing their unfit product. I'm will continue to press for their warranty to be honoured, terrible service. In the meantime I will advertise my negative experience, seriously poor form. They need to learn from companies like Costco which have awesome customer guarantees for their products.
Recent reviews
From the moment we first walked in, Amanda and Ismail made the entire experience absolutely outstanding. Their customer service is truly second to none. They are incredibly kind, patient, welcoming, and genuinely care about helping you find exactly what you need. They never make you feel pressured or rushed and instead take the time to explain… Read more · 1
everything clearly, answer every question, and ensure you're completely comfortable with your decision. This isn't our first experience with them either. My uncle purchased a mattress through Amanda and Ismail and had such a wonderful experience that it gave us complete confidence. Since then, my sister has also bought a mattress from them, and now my mum has too. Every single experience has been exceptional, which really shows how consistent, reliable, and trustworthy they are. Amanda and Ismail have such warm and friendly personalities. They speak so calmly and kindly, making you feel comfortable from the moment you meet them. It's rare to come across people who genuinely care about their customers the way they do. They go above and beyond to make sure you're happy, and their professionalism combined with their genuine kindness makes the whole process enjoyable. If you're looking for excellent service and people you can truly trust, I couldn't recommend Amanda and Ismail more highly. They have earned our family's trust time and time again, and we will continue coming back whenever we need another mattress. Thank you both for making every experience such a positive one. You are both an absolute credit to your business, and I will definitely be recommending you to all my family and friends. If I could give more than five stars, I absolutely would!
I recently purchased the Aero Mattress in a Queen size with a firm comfort level. The quality is excellent, and it feels very well made. It provides great support while still being comfortable, and I’ve been sleeping much better since getting it. Show reply
The TEAM at Caringbah could not be more helpful. John served us and he was so knowledgeable and helpful. I would recommend going to this store for expert advice. Show details · 1
Danny provided exceptional assistance and patience as he guided my husband and me in selecting a mattress. Thanks to the wonderful deal offered by Sleeping Giant, we chose the Highgrove Firm Mattress Queen, which we believe will perfectly suit our sleeping preferences. We also purchased a water proof Matress Protector. We are eagerly anticipating… Read more · 1
the arrival of our new mattress in just two days, which has further enhanced our overall experience. We extend our gratitude to Danny and the team at Sleeping Giant Caringbah.
Amanda was extremely helpful. 5starts for her exceptional customer service. I was really worried when I got to know one of the metres I ordered might not come on time, but I still very grateful to her for calling me and informing it to me. She did not stop there, until the end of the process she went extra miles to make my whole shopping… Read more · 1
experience is a smooth one. Finally yesterday she called me and confirmed the delivery too. Thank you Amanda again for all your support, now my visitors will have comfortable beds to sleep!
got the Highgrove extra comfort duel 10 zone mattress it is so comfortable yet still supportive relieving my back pain with pressure relief feels like I'm sleeping on a cloud sleep has been better since purchasing the Highgrove mattress Show reply
Just had the best experience at Hornsby store!! Halina was amazing!! She was so helpful in showing my elderly mother a bed that was a perfect fit.. Fantastic price and fantastic customer service!! AAA +++ Show details · 1
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Hi C B., we’re sorry to hear you’re disappointed… Read more