The Sleeping Giant VIC, Preston

Extremely disappointed. This is the second time in less than 2 years I’ve had the exact same issue with a mattress from Art & Science—severe sagging in the middle, with no spring support, leaving me waking up with constant back pain. After the first replacement, the same problem came back within months. I followed all their care instructions and… Read more

even sent multiple photos showing the sagging. Still, they kept brushing it off as “general wear and tear” or a “comfort issue.”

Their warranty process is frustrating and dismissive. I’ve sent several emails, provided all the evidence they asked for, and even requested a refund under Australian Consumer Law, but they’ve stopped responding altogether.

Now I’m forced to buy a new mattress from another brand—money down the drain and months of back pain. Would not recommend.

Subject: Complaint Regarding Delivery Scheduling Issues – Order for Bunk Bed Dear Giant Sleeping Customer Service, I am writing to formally express my frustration with the delivery scheduling process for my recent purchase of a bunk bed for my daughter. I paid in full and have been waiting for weeks for delivery. Recently, I received a call… Read more

informing me that the bed was in store and could be delivered on Wednesday, Thursday, or Friday. I was asked to choose a delivery day, so I selected Thursday 20/3/2025.

As I live in an apartment, I am required to book the lift in advance for large deliveries. The only available time slot for the lift on Thursday was from 11:00 AM to 1:00 PM. When I contacted your team to confirm delivery within that time frame, I was told that you could not guarantee a specific time and that the driver would inform me on the morning of delivery.

Due to this uncertainty, I had to speak with my building manager and was able to extend the lift booking to 9:00 AM – 1:00 PM and 3:00 PM – 5:00 PM on Friday 21/3/2025 . Again, I reached out to your store, hoping to coordinate delivery within these extended time slots, but I was once again told that the delivery time would only be confirmed on the morning of the delivery day.

This is extremely inconvenient, as the lift must be shared with other residents who are also moving in or out. I cannot book the lift last-minute or keep it reserved all day, as it would be unfair to others. Despite explaining this situation to your team, I was met with no assistance or flexibility in scheduling.

I am very disappointed with this lack of support. I kindly request that you reconsider your delivery process, especially for customers who live in apartments and require advance scheduling. I urge you to provide a clear delivery window (morning or afternoon) so customers can make necessary arrangements.

Please let me know how you can assist in ensuring a smoother delivery process. I look forward to your response.

Sincerely, Tam Tran Invoice No: 1883159

Great staff, awesome vibes – We loved the energy from Lesley and Muhammed in this store, and their service was excellent. Will definitely recommend. I don't understand why I couldn't pay in cash though. Please change this policy, it is exclusionary, invasive on customer privacy, and contrary to government recommendations that cash should continue to be supported into the future. Show details ·  1

Very happy – I purchased a sofa yesterday from the Preston store. I met with Lesley over two days and my experience could not be better. Lesley was kind, patient and attentive. She answered all of my questions (of which there were a lot!), she was very knowledgeable about the product and helped me make some big decisions. I left very happy and very excited so… Read more ·  1

get my new lounge! Thanks Lesley! PS Mohammad was there too, and while didn’t serve me directly he was fun to have around :)

Furniture Hunting – Terrific service from Leslie , she is friendly and very knowledgeable and made the shopping experience very enjoyable ….. well done and thank you so much!!! Show details ·  1

Would not purchase again – We purchased a dream suite 3 King mattress as recommended by sales consultant. We were told that most mattresses are coming in boxes now (this is false and feels like sales man was attempting to manipulate us with deception, we were told how much better mattress in a box are - again this is false!) Do not make the same mistake! After 7 days of… Read more

sleeping on it, I have been unable to walk or move for the past 24 hours, I was forced to crawl around my house and have since seen a dr who confirmed that my spinal injuries have flared up significantly. The only change is the mattress itself. I thought after the first 2 days of little sleep that it just needed time to settle but after 7 nights my pain had gotten worst: then to be told “I doubt it’s the mattress by a sales consultant, and mattresses doesnt effect it that badly” and when asked if he was a medical professional continued to respond with “I’ve been selling mattress for many years”, not the question that was asked nor is he able to give an opinion about someone’s medical health being a mattress sales man. I was told I had a 100 night sleep guarantee but am only being offered store credit which does not work as I will not trust this company again and have already purchased from an honest and reliable company. They only offer 3/4 brands of mattress and after this experience I certainly have no interest in giving them another chance and have gone with King Koil and won’t you be surprised when I say that within 2 days of being on the King Koil I am able to function.

Terrible decision!! – I recently decided to invest in a king size mattress and bed frame since we have a 5 month old daughter and wanted her to sleep on the bed with us. When we looked at Sleeping giant, we were told multiple lies about the actual product which I found out were not true after later investigation. I was also told that sale prices which were listed on… Read more

the website were discounts that the salesperson was giving me if I buy on that day. Please don't make the same mistake of purchasing. Make sure you do your research before you purchase. I am still dealing with this issue as I was delivered the wrong discontinued mattress instead of the new line

Preston Store - Do not deal with these people – Do not deal with these people. Expected delivery of 2 weeks. Rang after 3. Told would be the next week. Rang after another 2 weeks. Possibly in another 2 months. Absolutely would be in 3 weeks. Etc ad nauseum. Not once did they contact me, I had to keep ringing them to find out what was going on. Delivery guys refused to remove muddy boots, mud… Read more

all over the carpet. Would not unpack until I had paid balance, so I could not even inspect for damage etc until money paid in full. Just shoddy service all around. Apologies or compensation offered for said poor service - nil. Go elsewhere.

5 Stars – I had tirelessly tried to look for a quality L-Shape chaise. After dealing with the friendly, knowledgable staff at the Preston branch, I had found exactly what I was looking for (Haven 3 seater sofa) and purchased it on the day. Highly recommend this store and the team (James and Moe) whom assisted me with selection, colour and an effortless delivery. 5 stars without a doubt! Show reply

A very happy customer – I’ve always had good personalised attention without being smothered from Sleeping Giant in Preston. Recently was about to cancel a not yet delivered order because I had seen a better price. Mohammad price matched and also took the time to ensure I was completely happy. It was a great experience and I will definitely be returning to the store.… Read more ·  1

Thank you for the excellent products, prices and service. Special thanks for my recent experience goes to Mohammad.

Amazing service at James Lane Preston – I recently purchased a couch from James Lane. From the moment I walked in, the staff were friendly and helpful. They gave me all the information I needed without feeling pressured to make a purchase. They went above and beyond for customer service. I would highly recommend visiting James Lane in Preston. Show details ·  1

Coffee table on a great price – Mohammad at the store helped us get a coffee table which was on a good deal. He also assisted in packing and loading the table in my car. Overall a good experience at the store... Show details ·  1

Great customer service not pushy – Mohammed was very good, he listened to what I needed and made suggestions and best of all was not pushy. He provided me with options from pricing point that I was after and also gave me alternative options and benefits. Show details ·  1

Brilliant product. Super service – Buying a mattress is a bit tricky, but Sleeping Giant in Preston made it simple. Great layout made it super easy to test out the options. The staff were so helpful and delivery was well organised and on time. A great experience. Thank you, Sleeping Giant, Mohamed and Danny. Show details ·  1

Excellent services – The store clerk Mohammed was kind and helped pick out our new bed Show details ·  1

Great service and product – Excellent service from Mohammed, very helpful and knowledgeable. Made buying a new mattress a dream. Show reply

Great product and delivery – The customer service in store was excellent and not too pushy and allowed time to browse store. My hips were achy and now with my new mattress been wonderful in a few days. Thank you Show details ·  1

Service and quality furniture – Recently visited the store and received exceptional service that is very hard to get these days. I was browsing for couches and was blown away with genuine customer care. The sales team described all the different benefits of the couches l was looking at. I returned the next day and purchased the couches not only because l liked the couches as l found very similar ones in another store but because of the quality of service l received. Show details ·  1

Great service and price – Before going to the store I did my homework on choice magazine and product review- I went to a number of bedding stores in Preston including Sleeping Giant - Ellen and her area manager Steve were working there and stood out from all the other stores - they were very knowledgeable on the various beds and a pleasure to deal with. I went with the Art… Read more ·  1

and Science Queen size with extra comfort - got an excellent price and after having laid in a lot of beds am more than happy with their comfort level - this combined with the information from Choice magazine and the high level of professional service from Ellen and Steve has made me very happy with my choice. I am furnishing a Holiday House and will definitely be going back to them for a number of other beds once I have a bit more information about the room sizes. Highly recommended.

Mattresses – Steve was incredibly knowledgeable and gave exceptional service. The delivery and pick up was seamless. Highly recommend Steve and his Team Show details ·  1

Our perfect table – We came by to jakes lane in Preston in April 2023 and fell in love with a concrete Nova table and this August we came back for 2 reasons, 1 because it was the perfect dining table and 2. For the outstanding service provided by Steve! He was warm friendly and had great product knowledge. He was accomodating and we will definitely be back for some other pieces. Mohamed was also helpful and lovely! Thank you Steve for looking after us! Show details ·  1

Excellent service by Steven Chatsfield – We bought beds in Sydney and relocated to Melbourne Didn't find time to assemble due to kids and workload Dad visiting from Sydney requested Preston store to arrange assembly Steve chatsfield answered the call and arrived to assemble the same day Didn't charge a cent Will always be buying and recommending Preston store to family and friends Show reply

Great service! – Really lovely and helpful staff. Would shop there again. Thanks Ellen! Show reply

Excellent customer service – Best place to shop, lots of variety and good quality. Great customer service from Mohammad make sure to look for him he knows what is good & suitable on your liking. Good recommendations will definitely come back & visit the shop again to fill in our home. Show details ·  1

Very happy with our mattress from Sleeping Giant – This is the 3rd mattress (Art & Science brand) we have bought from Sleeping Giant. The mattresses are great as was the service. Show details ·  1

Great Service – Muhammad was extremely helpful and friendly. We had a great experience purchasing our couch and he was very attentive. Show reply

Job well done – Thanks to the Preston store staff for help in selecting a suitable bed and a mattress. Delivery was as promised, the crew helped to check that all components had been supplied. Very satisfied with the service and the bed. Show details ·  1

Fantastic service – Today I had wonderful customer service by Mohammed. He was helpful knowledgeable and patient as I decided the best option for me. Thank you Show details ·  1