Reviewer Photos & Videos
The mattress that arrived was very hard, damp and strongly smelling of antiseptic
I couldn't sleep on this mattress - and slept on the couch - because of the smell and it was hard. I feel that when you complain you are offered fobbing off responses - like it will get softer even though when I've bought a soft mattress before they start off soft - and it will wear in like a pair of shoes - which actually exacerbate your frustration instead of soothe it. And then you are told that only if the quality-control employee whose interests are alligned with the company decides the smell is too strong - they will give you another. There is no reassurance about rectification.
Today I went to snooze at Penrith after being to 3 other mattress stores all of which didn’t have any stock available of what I wanted!
Into Penrith and Kathleen helped me, she was awesome! Explained the features of the mattress I was interested in, explained the warranty & arranged delivery all within 10 minutes! Excellent experience!!
Picking up Our Mattress
purchasing our mattress was smooth and easy was great customer service Instore happy with service.
However the pickup was not so nice the gentleman that was at the warehouse/delivery centre was not efficient he didn't want to see any proof of purchase said " I dont care who you are as long as this mattress gets picked up" so glad someone else didn't turn up they would have got a free mattress on our behalf. Not caring who picks up the mattress is so wrong this will end up BAD one day someones mattress will get stolen or given to the wrong person one day. This warehouse person needs to take more care. Was Not Happy with his service.
My son purchased furniture from the Ocean Grove range. We received great service at the store and afterwards. Thanks so much Shane and team. And my son has already filled the bookcase. It’s great!
Helpful and attentive customer service
I wasn’t made to feel rushed when going back and forth testing out a number of mattresses and I’m now having a great night’s sleep on my new Sealy mattress!
Great customer service and the ladies are wonderful to deal with
Store was very well presented
Ladies so friendly and welcoming
Definitely know there stuff to fit your needs and very helpful
Follow up service was also brilliant and we will definitely recommend to people
Do not recommend Craftsman Sleeptailor
Apologies for not reviewing sooner.
I purchased from Snooze the SleepTailor Craftman 6 months ago and within 6 weeks it had sunken uncomfortably in the middle.
I am a single person sleeping on it and tried to disperse my weight by sleeping different sides and rotating. The base was sold by Snooze and approved to go along with mattress.
Customer service was pleasant and fast acting. They came and collected the mattress for testing and returned same day.
However their decision was there was NO manufacture defect.
Exceptional Service and Product
We have bought one ensemble, bedhead and two mattresses at Homebush on different occasions and found Tan to be very friendly, professional and helpful at both times. His service and knowledge of the products were exceptional. Because of Tans's excellent customer service and the quality of product that was best recommended to suit our needs and price I will always recommend and return to Snooze at Homebush in the future. Cheers Marie
One of the best shopping experiences
I just happened to visit this store by chance because it was near me at the time. I was interested in new mattresses anyway. The assistant Yasha and the owner Vandna were so friendly, helpful and professional in their service I ended up happily spending a lot more than I thought I would. Highly recommend this store for excellent bedding product and service.
- NSW, Moore Park
- Verified customer
Store Manager - "You would be better off trying to sell it on Gumtree!"
Would give negative rating if I could. Unfortunately, a 1 star is the lowest on this site.
Having discussed with 2 Snooze stores that I have a bad back and my partner has hip bursitis and tendonitis we were sucked in by the well-trained sales team and went through the ridiculous process that is the ‘Snooze Profiler’. Based on the results we were advised by not 1 but 2 stores that the best mattress for us was a Sealy Palatial Plus. We were told that this was the plushest mattress from Sealy, and it would offer the most support.
I am extremely...disappointed with and concerned by the performance of the mattress. Our experience has been the opposite of what one would reasonably expect from a Plush mattress. Although we were told instore that it would take time for our mattress to soften to the same level as the tester in store, it is now 6 months and my partner has not slept through the night once due to how uncomfortable she is, and I am now waking with a sore back and feeling lethargic and “not refreshed’. Sadly, after ringing the store to raise my concerns 5 weeks after purchase and speaking to the assistant manager, I was under the impression that they cared! I was told that I needed to sleep on the mattress for at least 2 months before the store would investigate any comfort issues. 2 months passed and I rang and speak to the assistant manager again who tells me she will speak to her manager and they will decide whether anything can be done. The assistant manager then called to advise that it is not Snooze’s problem but rather Sealy’s and somebody from Sealy would contact me to discuss further. Effectively ending any help from Snooze. Sealy then booked in a time to test my mattress for defects which of course as expected came back with ‘no fault found’. They did explain that it was possible for a comfort adjustment to be made, though I would have to organise this through Snooze (At my expense). They also questioned why I wasn’t offered an ultra-plush originally?
Great customer service and a great bed
The bed was easy to assemble and I bought a mattress and whilst the bed was taking an extra week to arrive they loaned me a base so I didn’t have to sleep on the mattress on the floor
Quality, customer service and delivery
The mattress and base are perfect together. I received friendly and excellent customer service on phone and at shop. They help me to arrange quick delivery plus flexible time requirements.
Quick service and friendly staff.
I urgently needed two Q.Size beds in the space of 5 days, purchased, delivered and installed. These guys certainly understood my requirements and arranged everything for me in 4 days. The two young guys delivering and installing were friendly and fast, cant thank them enough. Thanks to all the team at Snooze
Snooze Marion Franchise
Beware premium prices and definitely not premium service. Firstly, they don't provide at point of sale terms and conditions; Secondly; nor highlight that any changes are required to made within 24 hours. I rang a few of the Snooze shops and not one have flippable matresses even their $5000 or more mattresses are only rotatable. Snooze have chosen to cut corners and no longer give the buyer the option of paying a little more for a rotatable and flippable mattress which provides longevity. You are way better off doing research and getting ...it made locally at a company that will make a mattress that can be rotated and flipped, plus the mattress can be specifically made to cater for the needs of different sleepers, Snooze can't do this. The mattress we enquired about cost about $5000 and it is only rotatable. Essentially, Snooze have cut corners, but are still charging higher price for mattresses that are only rotatable. We are buying from Makin Mattresses as they can make a mattress to our exact specifications without costing much more and it will be rotatable and flippable. Stay away from these guys unless you want to pay premium prices for half a mattress.
Love love love my bedroom suite
Id like to thank the beautiful, most amazing caring staff at Snooze, specially Maria. We spent days looking for furniture and specially a bedroom suite after it was all destroyed after my sons murder in my house. What you did for me was above and beyond. This was the first time in weeks I actually smiled, yes cried too but happy tears. . I love love love my bedroom suite so much. Havent seen anything close to it that Id even look sideways at. Thank you Snooze but more so Maria.
Wonderful Customer service
Adleen from the Castle hill store is amazing. Wonderful customer service. She looked after my parents well and knew exactly what kind of they matresses/beds they need. Thank you to her.
Great product, sensational customer service!
Wonderfully pleasant experience, thorough knowledge and advice given by Andrew and the team. On time professional delivery service and installation. Can’t beat their good old fashioned customer service from start to finish, well done!
Helpful advice and great service
We visited the store several times before making our decision and found the staff very knowledgeable and personable. Nothing was too much trouble and the delivery and installation were exceptional.
Outstanding service by sales assistant Yasha
My mother broke both her legs abroad and we needed a suitable reclinable bed for her ASAP for her arrival home. Yasha was efficient, incredibly helpful and empathetic towards my request. I want to thank her for all her help during this stressful situation! She is the best and can't thank her enough!!
Harrison at Snooze Claremont provided thoughtful and thorough engagement in this very personal and important process and purchase of a surprise box mattress.....and a game changing Technogel pillow thrown into the deal! I was listened to intelligently and provided with a good variety of comparisons and given good time and space to think about what i really wanted and felt comfortable on. Great service and with a smile and no hard sales pitch. Go check them out.
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Questions & Answers
Can you cancel and get your deposit back
Thank you for contacting Snooze. Please contact the team at the store where you placed your order or email us at [email protected] with your contact and store details. Please know that store are not required to provide a refund when there has simply been a change of mind.
Are you still making /selling the bilby loft bed?
Unfortunately, Bilby is no longer available, but we do have other frames that may be suitable.
A Snooze Store near your location will be glad to assist you in choosing a suitable bed frame.
You can find your nearest Store by using our Store Finder function on the website https://www.snooze.com.au/pages/store-locator
Bilby Single Bed Frame Snooze- does anyone know where I can get a copy of Assembly instructions?
If the assembly instructions for the products in your order are missing please contact the store that you purchased the products from and we will ensure these are sent to you as quickly as possible. We can send either send the instructions by post or send a scanned image of the instructions by email.
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