Snooze Avis 

Expensive Junk. Not the same as what's on the floor. Should have read Reviews before purchasing. Out of pocket $1300, mattress so bad it's in the shed. Only used for a couple of moths.
Great Sales, so if you get a great bed you will be happy. But if you get a S*** bed they dodge you, make it a nightmare and impossible to get return/refund.
My sister in law just purchased 2 long singles they are different lengths so don't fit the frames. Another nightmare purchase.
AVOID AT ALL COSTS.

Fantastic customer service Snooze Hoppers Crossing thank you Tony for all your help with my purchase I received my daughter’s study desk and hutch today the quality is very good we are very happy with this purchase

Miserable experience. We ordered a king size bed frame from the South Yarra Snooze on 8 January 2022. When it arrived on 21 March, it didn't fit up the stairs. Okay, our fault. What do we do? The delivery guys say, don't worry, this happens all the time. Just call the store and you can organise an exchange. We'll have to pay for another delivery (fair enough) and a restocking fee (also fair). We accept the order and I then call Snooze.

No exchanges, they say: no restocking fee, nothing. They offer to sell us a new bed, but will not at all help us out with the other one. Their advice: sell it on Gumtree (we've been trying for a month, paying for advertising, and it looks like we're going to lose a ton of money). So now we have these giant boxes all round our living room with kids running around.

On top of that, the tallboy we ordered was broken; one of the back boards had been smashed in. I requested a refund, but Snooze refused, only offering an exchange. But it took them two weeks to get back to me because they had to investigate what happened, and I only heard back because I followed up. They had determined that the tallboy had been damaged in delivery, but what doesn't make sense to me is if they had evidence of damage, why did they deliver it at all? That seems to go against Section 60 of the Competition and Consumer Act 2010: "If a person supplies, in trade or commerce, services to a consumer, there is a guarantee that the services will be rendered with due care and skill."

Wish I had of read the reviews before ordering from Snooze Caringbah. Sales assistant (using this term loosely) Catherine, is the worst sales person I've ever had the mispleasure of dealing with. After ordering a bed in late January, I was advised it would be ready for delivery on 7th March. Since that date, I've been told, Warehouse doesn't have the parts required, full order didn't make delivery, half was at warehouse half still with manufacturer. Every week I'm given a guarantee it would be ready for delivery the following week only to be told an excuse as to why it wasn't delivered. When I call to follow up Catherine has the worst attitude before conversation even begins. She is a disgrace. I even asked for the customer relations department details to escalate for Catherine to tell me to google it. Stay clear of Snooze and especially Catherine at Caringbah.

23 minutes agoNEW
ABSOLUTE SHYSTERS, DO NOT SHOP THERE!! IF I COULD GIVE A ZERO I WOULD HAVE..

During the sales process, I showed the sales assistant a photo of the tag of my existing Sealy bed and asked to see a similar version. I was ushered towards the Snooze Profiler technology to recommend a comfort level. This machine recommended a firm mattress, towards the medium end.

We went directly to the Sublime Elevate mattress, which had an identical comfort measurement scale displayed on the mattress.

I tried that mattress, the medium next to it and the equivalent of my existing mattress (which felt too soft). I thought that both firm and medium seemed ok and was considering either, leaning towards the more expensive medium mattress (given that my existing was in the soft/plush range and thought it seemed a big jump in scale to firm).

However the recommendations made by both the Snooze sales rep and Sealy rep that was in store that day, was to go with the Profiler identical comfort match. This advice convinced me to purchase the firmer mattress.

They also mentioned that it may take 4 to 6 weeks to 'break in' the mattress and I should regularly rotate the mattress, which I did.

The mattress was not at all suitable for my needs.

Given the advice received, I endured 4 weeks of sleeplessness and injury before returning to the store to see if a comfort guarantee was available (e.g. Forty Winks 90 day comfort guarantee). Instead, I was again taken to the display mattress to lay on it. I told the staff member that it feels nothing like the mattress delivered and the response was that it takes 4 weeks to settle in. I let her know that it had been 4 weeks to which the reply was "there's no returns for change of mind" and gave me a customer service card.

Obviously this was not a simple case of 'change of mind'.

My complaint was not dealt with by Snooze and instead have been referred to the manufacturer to resolve, as Snooze "aren't in the business of selling secondhand mattresses". It was clearly not important to Snooze that a repeat customer (of both Snooze and Sealy) was waking up each day with sore ribs, back and neck from the springs that can be felt through the mattress.... that they recommended based on their patented technology. Amazing.

Despite the apparent contravention of consumer law to refer my complaint to the manufacturer, I asked Sealy to consider whether they were willing to resolve the problem.

Sealy was willing to respec the mattress at my cost plus pick-up/delivery. Absolutely no issues with Sealy, but I stress - DO NOT SHOP AT SNOOZE, GO WITH FORTY WINKS INSTEAD. I wish I did

Purchased the Maddison Ultra Premium Palace Mattress and Base ....absolute waste of money and it was one of the most expensive in the store at Balgowlah. After not even eight months we could no longer sleep experiencing back and hip pain. Long story short they recently took our mattress to their Sydney factory and we told there was nothing wrong with the mattress but replaced the foam???? What a load of rubbish as when it was collected you could see all of the sagging in the bed and when they picked it up everything inside feel to one side and they were shocked. Appalling service from when we made our complaint. I have now had to go and buy a really good mattress topper from a different company and we are now sleeping better...thank goodness. After only having the mattress & base for 12 months we should never had to fix the problem ourselves at even more expense. I will never buy any of their products again. So disappointed...........

Thank god I’ve read the reviews I won’t be purchasing thank you lol

Awful mattress and both my wife and I suffer from pain back now. Took a while to figure how the pain is triggered - Snooze mattress! Initially purchased mattress was returned back with sagged middle on it. Two "experts" came to our house to inspect and pick up. Brought back a "brand new" one - same mattress restitched on it's sides. And I been told by friends not to go with Snooze, stupid me. Paid $1750 at Snooze Alexandria Sydney. We shall be replacing this mattress after just three years. I would not recommend this company's products to anyone. Stay away from them!

Bought a mattress from Snooze in Alexandria. It was click and collect during lockdown. Very easy process. Called ahead to place the order and picked it up 45 mins later. They helped me get it in the car. I had all the car seats flat before getting there, which made it smoother.

Not sure about some of these other reviews - people don’t even seem to be checking they are reviewing the right company with lots of reviews of mattresses bought from UK companies. Hard to compare customer service experiences when it’s not even the right company, but my experience was fantastic.

terrible customer service. was literally told not to try matresses other than Snooze brand. talked into sale with subsequent shocking treatment by manager/owner of franchise Christie at Cairns Snooze... Don't go there...

Bought a Snooze Series 4 Double from Bensons for Beds, Bristol. Bed was initially comfortable, although after 18 months or so this sharply declined. The mattress is now awful and both my partner and I suffer from pain back. We shall be replacing this mattress after just two years. I would not reccommend this company's products to anyone. We are not exactly heavy individuals, so I can't imagine how quickly the mattress loses all rigidity / quality accomodating heavier users.

I am kicking myself so much I could cry. I purchased a series 5 king size from bensons beds coventry. The salesman was ex pro rugger player and he told me straight away the mattress u need is a firm one for a man of your size. Told me he had just the mattress for me a snooze series. I asked him man to man I hope u telling the truth mate as I’m desperate for a good sleep. Two and a half years later I feel like a zombie have not had one good nights sleep wake up all the time. This company brand is shocking and like everyone else if I could give a zero I would.

They do not deserve 1 star but a star rating is required. Like another reviewer stated, I wish I read these reviews prior to purchasing. I ordered online yesterday and used lay by option (paying first instalment) and yet I am called this morning from a store stating the online orders are managed and invoiced via a separate company to the stores and they do not have stock for overnight delivery and I said I can wait as not in a hurry but I am then notified (only because I asked about mattress removal as per your website) that the online company does not remove the old mattress (whereas the store does) so I am told to cancel my online order and pay to store directly ie pay again (while I hope to get the refund from the online order!). I said it is not the customer’s fault and Snooze should arrange to honour the removal. I then decide to agree to the proposal ie cancel online order and wait for refund but arranged to pay store once the online refund received for my own security (and they were ok with this) so to then pay store upfront merely to get the mattress removed as I have bad back injuries and ankle surgery and other injuries which I told him this morning and is the deciding factor. I requested an email from the store to confirm and, despite being promised this, nothing arrived and then I receive a call mid afternoon from thecsame person stating that the online group have the stock so they will deliver but they won’t pick up mattress! I said the whole point (and what we discussed this morning) was for the mattress removal and I had been incredibly patient about their mess up. He was going to follow up but I decided immediately that enough is enough so I rang back immediately to cancel the order as the whole discussion this morning was the mattress removal. Yet I get someone who says to them I am from IT (!!!) and won’t just handle my request to speak to the person which was so frustrating so I say to arrange cancellation but zero empathy and as they indicate zero action to be done this adds to it. I then try to ring back to confirm it is being cancelled but each time the store hangs up after a few dial rings. I need confirmation it is being processed. The manager should have called me back. Disgraceful! You need to notify that the online ordering is a separate company to the in store options and separate invoicing etc and to standardise mattress removal based on your advertised offer. To wait the whole day too thinking it is being actioned and then a call this afternoon negates all the request and still expects me to remove own mattress.

The mattress is the worst. After 18 months of sleepless night, I now have a bad back and I'm replacing as soon as I can.

I bought a Snooze mattress 5 months ago fromSydneyDFO store, recently I feel there is a dip on the mattress. I searched the internet and found that this is a common problem for poor quality mattress. So I sent an email to the store and they told me that they have forward this mail to customer service team. A week later, I didn't hear anything from them, so I sent another email to the store, but they never reply. The dip on the mattress is going deeper and I can't sleep properly, at the end I have buy a new mattress, and give this one to someone for free.

Worst Customer Service.
Girl there at Carinbah gave us a written quote. When we rang back to purchase just the base, she jacked up the price by hundreds of dollars. We had to ring head office who said no we will honour the quote. Now we ring the Carinbah store and they won't order our base. Keep telling us they busy with a customer and will ring back.
And they never ring back. I wouldn't trust these people with such an important purchse, that costs a significant amount of money. Now wonder people are turning away from these rip off bed shops. Also we had a go on their sleep profiler machine. Biggest load of crap I've ever seen. I'm an aircraft engineer by trade. Trust me this is purely sales crap.
Go online people. Use these 100 day in home trials. Best way to try a mattress.
Trusting Snooze to buy a suitable mattress for me and my wife NEVER..

We recently purchased a bed from snooze village. The bed we ordered from there Facebook page came and was completely the wrong bed as advertised and also faulty. There after care is awful. They basically came back to us and said the bed was fit for purpose so they couldn’t refund any money. After silly amounts of emails we finally came to terms we wasn’t getting our money back. Does anyone have an address for this company as we are now pursuing a small claims court against them.

We bought the snooze series 4 and after a year it sags on the sides. My husband falls out of bed and I am suffering with my back. So after putting up with it for 2 years we had to buy another mattress.
My advice is not to buy a snooze mattress

Terrible mattress... Cooks you alive and that's only if you can stay in the bed as the edge collapse and you roll out of bed.
Never again...

We bought this mattress and had problems with it, they asked us to pay an independent specialise to come and look at our mattress at our cost.
We didn’t go down this route but after reading other review wished we had.
My other half has fallen out of bed several times and for me it’s like sleeping in a slope. I ache just staying in bed. Terrible mattress, I now need to get another one after 18months.