Snooze Avis 75

I paid $8,017 for a king size mattress on 11 February and requested cancellation the very next morning, before the original delivery date, before the warehouse had touched the order. What followed was nine days of one of the worst customer service experiences I've had with any retailer.

To start with the in-store experience: I told the salesperson I wanted to go home and think it over before committing. He guided me into completing the transaction on the spot anyway.

When I tried to cancel the next morning, I called the store, called the warehouse (twice, because Snooze's own communication was so poor I had to keep managing it myself), emailed the cancellation request in writing, followed up on 12 February, 13 February, 17 February, 19 February. Silence for days at a time. When they did respond, it was vague references to "industry rules and regulations" with no actual explanation.

Then they tried to rewrite history. In their response they claimed the warehouse manager said I asked to postpone delivery, not cancel it. My written email from that same morning says otherwise. They also claimed the salesperson offered me the chance to come back in-store to reselect, which did not happen. And then, bizarrely, they mentioned the salesperson's age in their response. His age has nothing to do with whether I was pressured into signing on the spot. The fact that they brought it up at all says a lot.

The kicker: while my cancellation request was sitting unresolved for a week, I received an SMS scheduling delivery for the next morning. The mattress was never delivered because I personally called the delivery company to stop it. That should have been Snooze's job.

After nine days, six emails from me, three calls, and a chargeback filed with AMEX, their final response was that they would be "fulfilling the contract." No resolution. No refund. Just a wall.

If you're considering buying from this store, know that once they have your money, you are on your own.

Had a very disappointing experience with Snooze Marsden Park. We purchased an ELISE bed frame for around $2,500, which was placed in a guest room with minimal use, yet it failed structurally—after some time, screws came out and the center support collapsed, raising serious safety concerns.

After multiple follow-ups and waiting over two weeks, Snooze declined warranty coverage based only on photos. No inspection or technician visit was arranged. Instead, we were asked to pay an additional $400 for replacement parts.

I ended up spending hours repairing the bed myself just to make it usable. Very poor quality and disappointing after-sales service. Absolutely do not recommend this store or the Snooze brand.

Had a terrible experience with Snooze.
Jenine sold us our bedroom set and promised us we would receive in 2 weeks. 6 weeks on we are told we will have to wait for another month.
No call back from Mo the store manager. We even asked for a refund but were declined. Absolutely do bot recommend this store or snooze brand. Awful service and very poor management and Logistics. Do not buy from this brand

We purchased the Madison Brooklyn Mattress Medium firmness from Snooze. It seemed fine in the store, but once delivered it was far firmer than expected. Even after giving it plenty of time, both of us ended up with back and hip pain from sleeping on it.

When we reached out for help, Snooze’s “solution” was to charge us 560 dollars plus GST to test and modify the mattress, with no guarantee it would actually fix anything. In other words, pay more money and hope for the best.

The most disappointing part is that Snooze offers no test period, no comfort guarantee, and no reasonable return options. For a product that can only truly be judged after sleeping on it, this approach shows very little regard for customer wellbeing or satisfaction. Once they have your money, you’re stuck.

If you’re considering buying a mattress, do yourself a favour and choose a reputable brand that stands behind its products with a real trial period. Plenty of companies offer this as standard. Snooze does not, and customers deserve to know that before they commit.

After this experience, we will never purchase from Snooze again.

Would give 0 stars if I could,
The quality of sofa I bought from them is shocking, I will attach pictures on here, they agreed to come and collect the sofa but not mentioned anything about a refund, so now I will be left with no sofa for Christmas with two small children, such a shame, because my autistic daughter really liked the feel of the sofa, but I’m not paying £700 for a sofa that’s falling apart soon as it arrives, this sofa wouldn’t of lasted us longer then a few months. I want my refund!!

A wonderful place to eat and hang out! The food is out of this world and the staff is friendly and respectful! I highly recommend this place🤩🤩

Picked up some bedding from Snooze and it was a top experience. The sheets and quilt were comfy as, made a real difference to the sleep straight away.

Joseph is one of the best servers I have ever had!

I’m very disappointed on my purchase; the mattress appeared nice in the showroom, but it wasn't comfortable at all after a few nights.I expected better because it cost alot to get and to make things worst I didn't receive much assistance from customer service when I tried to get some.

Was a little let down after being eager to get a new mattress from Snooze. The bed wasn't as comfortable as it felt in-store, which would have been acceptable if the price had been comparable.The service was good at first, but once the sale was made, it was difficult to acquire assistance with a follow-up. To be honest, it was a bit disappointing.

I bought two bed from Sydenham vic Garry deliver a week earlier than I was told which I really happy about. I was told they would be deliver between 10am and 11am. He arrive on the dot of 10am unpacked the beds and put them all together and took the rubbish away at no charge. Very happy with the service I received and would recommend Snooze.

They have the worst service. I purchased the bed and mattress in March 2025, and the store keeps on delaying delivery. First it was 4-6 weeks, then it went to 8 weeks, now its 12 weeks. They have supplier issue according to them. The only outcome they offer is you can cancel the order. They still don't have a confirmed date when they are going to deliver. Would not recommend Snooze to anyone, because you don't know if you are going to get what you are purchasing. AVOID SNOOZE! at all costs. They lie and the Head Office also doesn't help.

What a pack of disreputable pigs
My son was duped into buying what he couldn’t afford & we contacted the store within 24 hours, no cooling off period refund @ manager discretion only. Never buy anything from these guys, borderline criminal behaviour

I went to purchase a Flinders Feature Bed Frame from Snooze Auburn. While talking to the staff there, they assured me that the bed frame would be made to order out of solid chestnut timber. They talked for a while about how they sourced their timber from Australian wood and gave me a story about the craftsmen involved with the bed frames. I should note that this bed frame is priced accordingly for a bed frame constructed structurally out of solid timber, although perhaps with non-structural panels (e.g, drawers, backing, etc out of engineered wood).

When I went home, I looked up the product on their website - the actual material was not mentioned, other than saying that it was made of "wormy chestnut timber veneer". I sent an email to Snooze support inquiring to get their confirmation in writing. They replied saying that it was made of a veneer on top of MDF, and that it was "not solid timber".

Unhappy with being lied to, I called up the store and asked to cancel the order. The manager assured me that the customer support person was mistaken and that the bed was in fact made of solid timber (although there may be some non-structural boards made of MDF). Satisfied with this, I asked for confirmation in writing and accepted the bed frame.

They did not reply to me until after the bed frame arrived, and their email was vague and avoidant - they deliberately avoided using the words "solid timber". I opened up the boxes and discovered that all of the structural panels (e.g, side panels) were made of MDF or plywood (seen underneath the screws only - they went to A LOT of effort to hide it underneath veneers, even in places that wouldn't be visible normally).

I threatened to contact Fair Trading and the ACC. They have finally provided me with a refund. While the Auburn store's staff were helpful with organising a refund, I expect that this misleading behaviour is a company-wide policy and I will not be purchasing a bed frame from Snooze again.

We wandered into Snooze at Moore Park, and bumped into Ian, who was very friendly and helpful, and we ended up buying a very nice mattress on sale. Ian helped us to arrange an earlier delivery date, and we have the mattress now and its very nice, a great buy - thank you to Ian and the team at Snooze Moore Park :-)

Delivery drivers used bathroom and peed all over the seats..

Took Snooze a week to "investigate" it and what a surprise no ones owning up to it.

DISGUSTING THAT I HAD TO CLEAN THIS!!!!! Should be illegal. Sick to death of this standard what big corporations.

Item that I ordered online via the "SNOOZE" website is not what was delivered...I rang Dubbo store to get the item exchanged, they basically told me tough luck. I ordered the HARMONY DELUXE ENSEMBLE KS MEDIUM 2022 Online stock code: SNZ-42389, My order turned up with 2x king single bases instead of a solid one piece base. They tried to tell me that the website states it is 2x single bases... the "SNOOZE" website does not state this... and actually shows a picture of 1x solid base.

This is False advertising, and I will never deal with SNOOZE or the DUBBO franchise ever again, the customer experience from both males was extremely condescending.

I have also contacted SNOOZE customer service number several times with no one picking up (just a message service), so sent an email to customer service as well.

Refund policy !
Purchased a bed frame and mattress for our son from a Sydney store but wanted it delivered to Canberra.
We had previously purchased same bed but due to relocation needed another. Spoke to same sales person, who gave us a good price and free mattress cover as returning customers. This was mid November and they said would be there the following week. After 2 1/2 weeks, son rang them and asked when delivery would be. They finally got back to him saying not till January now. When complaining, they said could do a rush and be there Friday before Christmas. Sorry gone away for holiday then.
We cancelled the order, only to find out later they would charge us for cancellation. $435.
They didn’t for fill their contract as on the sales docket it said 2 weeks delivery.
They had also charged us, with a 5% discount, for the free mattress cover !
We did get the full refund for cover, but still charged $435 to cancel.
With so many mattress companies now, I honestly thought I would have got a full refund.
Consumer affairs need to look at how this company deals with refunds.

Brought a roma 3+2 sofa from these guys just 12 months old and dropping to pieces, the sofa is coming apart along with material. Cant sit on sofa because the springs have gone.
Cant afford another one and cant get hold of company. Awful to be left with a sofa unstable and only 12 months old.

We bought a Sleeptailer mattress from Snooze Rockhampton last year that costs us around $4500. The mattress we bought from them prior lasted around 6 years and was fantastic, the new one started sagging after around three months. This got progressively worse each month, I reported it to the store Manager, she answered my questions by the book but said there was nothing wrong with the mattress. They firstly delivered it standing upright, tied in the middle with a strap and folded in half so both ends were touching the floor of the truck which I think damaged the integrity of the mattress. Upon my request they came to my house and inspected the mattress for themselves. The “Experts” she sent were the same two delivery men that had dropped it off folded over in the first place. They were both very polite, but the junior member agreed with me that he could see it had sagged but he was quickly stopped from talking by the senior member, they recorded our conversation on their phone. I had several people lie on the faulty bed and they all said the same thing”The mattress was tipping you to the outside edge” Upon my request they sent the mattress away for independent testing and found that “It was within acceptable levels of tolerance” and therefore could not see what my issue was and refused to give me a refund. I am 120kg which is not too heavy as my last mattress from them was great and lasted around 6 years with me at the same weight. I will never buy anything from Snooze Rocky or Snooze anywhere again after their dismissive and unhelpful attitude. They treated me like I was an idiot, but they did it politely, I googled Snooze reviews and found plenty of similar issues with sagging mattresses and poor after sales service and not being willing to take responsibility and give a refund as they should have. I bough a replacement mattress for $1500 less from another well known reseller in Rockhampton and have had not one once of trouble from their mattress. I did not at any time mention to them who I had bought the mattress from, they said it was obvious to them who it would have been and said “Let me guess!!! Snooze??” I declined to answer and let them assume who it was. I told snooze of my conversation with the other mattress reseller and that I did not mention Snooze at any time during my conversation with them, I still have a copy of this email.
and bought replacement mattress from this new reseller with no trouble. “You Snooze You Lose” especially Rockhampton Snooze, stay well clear of them and avoid the dramas we had to go through. This was very unfortunate as our previous purchase from them was very pleasant and as mentioned the previous mattress was great.