The Sleeping Giant NSW, Hornsby

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.

Helena was extremely helpful, knowledgeable and not at all pushy. She guided us in our decision making about a new bed for us and for the guestroom. She turned what I was expecting to be an overwhelming experience into a simple and enjoyable one. I'm extremely happy with the choice we've made. Thank you Helena! Show details ·  1

Great service! – We were attended to by Alexander who was polite and helpful. He said that the mattress was not available until a week later. It was easy contacting the shop on the phone when I followed up. Helena called back when she said she would and said that the mattress will likely be available in 2 wks. It was ok as we’re not in a hurry, but things got… Read more ·  1

better when I received a call from Helena a few days later saying that the mattress is ready for delivery in a week! I received a message about the details of delivery the day before the schedule - 2 hr window period. The men who delivered the mattress called 20 mins prior to arrival and they came before their scheduled time. Overall experience with The Sleeping Giant is excellent. Highly recommended!

EXCELLENT SERVICE, GREAT PRICES – Store manager was very knowledgeable and efficient with her service. We felt very comfortable and confident with our service experience. We bought a lot of items that were high quality and great value for money. We will be back! Show details ·  1

Genuine customer service and premium quality bedding – Halina helped us choose 2 beds for a new home. The bed bed and base look great but it’s the plush mattresses that we are so happy about. Both beds are incredibly comfortable. Absolutely premium quality. We couldn’t recommend Halina at The Sleeping Giant more! Show details ·  1

Sadly neither of us are able to lift the mattress to tuck in sheets when making the bed as it's too heavy – Service was good. Delivered on time. Sadly the mattress is too heavy for either of us to lift to tuck in sheets when making the bed Show details

After sales support was atrocious – [Name Removed] forgot to add old mattress collection to our order, despite it being in the quote she wrote ~30 minutes prior. When the delivery men came, they made a big deal about it and when I called the store to find out what happened, she was rude about it blamed me and made it difficult for me to pay for the service, both her and the drivers… Read more

rushing me through the process.

Delivery men weren't aware of the service they were supposed to provide. Dumped the couch in my living room and walked off. I needed to question them on assembly which they claimed I didn't pay for (separate from the mattress collection saga above). When they actually looked at the invoice they realised ihadpaid and proceeded to assemble for me. They were easily defeated when it came to fitting the items through doors. They very quickly stated "it won't fit" on 2 occasions and waited for me to point out the much larger door next to the door they were trying (we're talking ~1-2m away, within view). You would assume they would be a bit more aware of their surroundings given this is their job.

The saga of a Hornsby Sleeping Giant warranty claim – The store manager Halina left already a negative impression in other reviews here, so no need to elaborate further on that. But beside her not being helpful she was actually ignoring further contact attempts from us to work out a warranty claim. I am not sure if me getting fair trading involved or the attempt to contact head office helped to… Read more

finally get the faulty mattress replaced. The people at head office on the other hand, namely Liana and Tom, were competent and helpful, but there was still no feedback (I contacted them via email as required by the warranty form) until I directly called them. And still was slugged with some additional fees due to being outside the first one year of the 10 year warranty. Obviously I am not really impressed with the entire process

Fantastic service – Fantastic service. Staff are engaging but give space to decide on products. Product was delivered on time. Show reply

Love shopping – Very excited with all the bargains I got in shop yesterday we are now on first name basis :) Show details ·  1

Good mattress – Good customer service, comfortable mattress and good price. Happy with purchase Show details ·  1

Fantastic bargains – Great interactions great people, walked away with excellent bargains, look forward to returning Show details ·  1

Excellent service – Excellent advice from Alex in the store. Ordered over the phone with Halina. Prompt delivery. Very happy with the service. Show details ·  1

Not impressed with the delivery – Ended up receiving the wrong mattress. Had to wait until late afternoon until it arrived. I was not impressed. A big thanks goes out to Helena who apologised for the inconvenience and ended up giving me a free mattress protector. Show details ·  1

Kimberley Bed King Single Purchase – I needed a bed frame for my king single mattress and went to sleeping giant in Hornsby. Was served by Halina who was very helpful in showing the options and providing a quote, giving all relevant information. After we had decided on what we wanted we spoke to Alex on the phone who was also very helpful and efficient in organising our order.… Read more ·  1

Overall we had a great experience with the Hornsby team and the bed frame looks great too, very stylish and sturdy as well

New bed – The service lady Halina who served me was an excellent help right from the beginning. I phoned beforehand to let her know what I wanted. She looked up on the records what the last bed was we purchased 9 years go. The delivery was only three days later and the bed is wonderful. Show details ·  1

Fantastic Service – Halina was extremely helpful and friendly. My wife and i had a great experience and will be back in the future. Show details ·  1

Service was magnificent – The service was outstanding, great knowledge. Items will take 2weeks Show details ·  1

Wonderful customer service – The manager was great and provided professional advice without pushing. Show details ·  1

Great Service – Great customer service and advice on choosing a mattress. Product knowledge was fantastic Show details ·  1

Great product and great service – Received prompt and very helpful service as soon as I walked in the door until the purchase was complete. Show details ·  1

Great products and great service – Bought a mattress and a bed from the Hornsby store, great service and great store Had it delivered and put together and my old mattress taken away, great service and very fast . All in all a great experience, totally recommend the Hornsby store Cheers Mike Show details ·  1

TV cabinet to be delivered Saturday, – Waiting to get delivery Saturday and confirm satisfaction, don't need assembly and finding Hornsby shop is easy Show details ·  1

Problem with “water proof” mattress cover – We bought a bed and mattress protector and discovered that the so called water proof cover actually isn’t water proof. We now have a stained and smelly mattress. No help was offered by the store when I rang the store to complain.Very disappointing!! Show details

Rude and obnoxious sales rep – Bought a mattress and paid an $80 delivery fee and when the truck showed up to drop off mattress they told me they couldn't gain access to my property due to low hanging trees which is fair enough so they said I would have to organise for it to be delivered another day. I call the store to try organise another day it can be dropped off in a… Read more

smaller truck and spoke to halina the lady who I organised the original delivery with. She was rude off the bat and tried telling me I would have to pay another delivery fee which I said I did not feel I needed to do considering the delivery I paid for was not completed. She was totally dismissive and downright obnoxious over the phone so I asked her for head office number and when I phoned them it was sorted put quickly professionally and without having to pay any extra fee.

Then when the mattress did get delivered the second delivery guy came in the exact same truck as the first and came right up to the house no problems at all.

The sales rep halina from the hornsby store needs to be taught how to speak to customers properly She was totally unprofessional and I will now make sure I don't ever buy furniture from that store again out of principle