The best way to judge a store is not necessarily on how well they can sell you a product, but how well their customer service is in dealing with problems between ordering and delivery. This particular branch exceeded on both fronts. Back in January 2020, my partner and I were looking for a new mattress and a frame for our house move. We had some idea on what we wanted (as we had done some shopping around 12 months prior) and that was a frame with all the techy gadgets in it with a shelf (USB ports, lights, etc...) and a mattress to suit both our profiles. We had originally liked the Rockefeller mattress due to what we thought was comfortable at the time. We had a bit of a wander around looking expecting we were probably going to a few stores on a lazy Sunday however the owner pointed us straight to the profiler which after a series of tests suggested we look for a firm mattress. Julie shown us a few different mattresses based on our thoughts and the first mattress (Craftsman) worked well for both of us. She had us try a few different options more expensive and cheaper (including the Rockefeller), but the Craftsman just seemed more comfortable for us both. So mattress was a tick. We then spoke about bed frames and it was suggested that while they had a particular pack on special at the time, that we may get a more suitable and better colour match using one of their mix and match beds. Julie took some of our requirements (including a newborn on it's way) and suggested a combination that had kick draws and full panel sides. The fact the bed was Australian made was a bonus as well. Once ordered, we got a pretty good discount with our RACV card with our mattress ready to pick up on move day (west to east) with our bed frame choice to be delivered later. As the bed would take some 6 to 8 weeks to manufacture, Julie did offer us a bed base in the interim with a swapover on delivery. We didn't take the offer as we already had a bed frame that we took with us in the move. Some 6-8 weeks later, we got a call from Dandenong Snooze ready to pick up the frame, got it home and realised that the components we ordered were mismatched. After some confusion with Dandenong, Julie called me very apologetic, explained how the order was wrong and immediately put forward an order with the replacement including delivery and pickup of the incorrect components. She offered to make it right, offered another alternative frame for the interim and even though COVID-19 hit that they would try and get the order processed within the 6-8 window again. A couple of weeks ago, the replacement sides and foot end arrived with an offer to assemble the bed by the delivery guys. They checked that everything was right for the bed we ordered before heading off again. Obviously the nature of ordering a custom mix and match bed with notes explaining what to do is going to bring about potential for mistakes however I was quite impressed with the customer service for this store. Luckily we weren't in any urgent need for a base (the mattress was the most important thing we needed at the time), but were quite happy that at least offers were made to ensure we would be comfortable. I think that deserves 4 / 5 stars and would in particular call out Julie for her help and professionalism throughout.

Exceptional customer service! I was served by Joseph who guided me through the entire range of beds and mattresses, he guided me towards the price range of what I was after and respected my price range as well. He was very helpful throughout the entire bed selection process, helping me with the colours, materials, preferences, etc. For the mattress selection, I thought spending $1000 on one of those koala, ecosa mattresses would be a luxury but Joseph guided me towards purchasing a $4000 mattress in a very respectful manner and I'm very happy with my decision(im 19 this a lot $.) I recall requesting to pay for delivery and assembly but it seemed he did not add it to my bill, other than that I felt very respected by Joseph and left the store very happy by the exceptional customer provided by him as well as interactions with other employees such as Rob and Julia, the store franchisee. Delivery time was a bit disappointing, it took 3 weeks for my bed + mattress to arrive. Take what I'm about to say with a grain of salt but since I've moved into my new house, I've not seen a single spider, the owners claimed they've rarely seen spiders since they keep the house very clean and so do I but on the day my bed arrived, I happened to see 3 spiders all near the vicinity of my room including 1 that was quite a frightening sight. I suspect this might've been because of the fact that the bed was stored in a warehouse although I looked passed this, I think it's something worth noting in this review because I, like other members in my family are not very fond of unexpected 8-legged, 8-eyed guests in our personal spaces. On the delivery day, the delivery people carried the heavy boxes into my room no issues until I discovered the headboard was in a different colour to what I ordered, I called the store and Rob got the delivery people to come pick up the correct headboard. I had been able to receive the correct headboard within an hour of the call, they carried the wrong one out and brought the right one in, they were very apologetic to which I explained that my name was written on the box hence, it was not their fault and there were issues with the warehouse management, I was happy to see him heave a sigh of relieve to knowing this fact. Thank you to everyone at Snooze Taylors Lake! Very happy with my bed and mattress that I'm laying on as I'm writing this review, I'm going to sleep happily now. :)

Do Not buy from Snooze, My wife and I went to the supposed Subject Matter expert in bedding at Snooze Taylors Lakes. We were after a bed that would suit me and my wife so tried their "MY Side" instore gimick. We were hoping that this would cater for both our needs. We were then directed to and sold a bed which did not differentiate between us and was a firm bed, my wife continually woke up in pain from the bed. She went back to the store to inform them of the problem in an attempt to exchange the Mattress to which she was told you need to let the mattress settle. The result when we brought this up as a problem to the sales staff at Snooze was that we could not return the mattress (fine print as directed to Snooze website at bottom of invoice), and that we needed a topper. We purchased a topper at an apparent discount. This still has not resolved the problem, my wife still has pain when trying to sleep in the bed and now has to sleep in another room on an old mattress. We will now need to purchase another mattress, this time from another company as we will not and will discourage anyone from buying from Snooze.

Awful experience at Taylors lakes store. Very rude and unprofessional. Poor customer service and service delivery is so bad. Waited for my bed for a long time, then had a call from them saying we have received your bed, but the matteress is damaged, so need to send it back and we will get you another one soon, a week after they called me to say the delivery is on Saturday, so I had to organise someone to satay at home for the delivery as I work on Saturdays, then had another phone call from them saying the truck driver had an accident and he is in hospital, then the day after they said another driver will deliver it on Sunday, after all I have received it, but the base is damaged. I went to the store straight away, I was told we will change it for you , but don't know when and I had to wait 17 minutes to be seen by the girl as she was serving another customer. even the customer in front of me told them they are so rude ! I don't recommend snooze at all and I will never go back there ever again.

An amazing store with staff who love their jobs. The moment I walked in, I could sense the positive vibes! I would like to make special mention of Angela who assisted us with our purchase . She was patient to listen to our needs and went all out to help mom find the right pillow. She explained the purchase on the invoice and also the delivery procedure detailedly; respect her for her meticulous effort. At the counter, we also met Julie who was serving another customer and was having a really funny and friendly conversation. I could not help but laugh. Julie shared how they enjoy having a jovial working environment and making the customers feel welcomed and happy. I am impressed with the service which is hard to come by these days. Kudos to Julie, Angela and the team. Thanks for making our shopping trip such a pleasant one. Have a Happy New Year.

While in the store we received what seemed to be great customer service BUT my needs weren't only not listened to, they were dismissed. I needed a firm mattress due to back problems, the medium was comfortable and perfect for my partner but I knew it wouldn't be firm enough for myself but we were told we didn't need the firm as the medium gave me enough support. A few months later I want to burn the $4000 mattress as I hate it, I've gone from seeing an osteo once every 3-6 months to fortnightly since sleeping on this mattress. It feels as though I'm sleeping ontop of a giant pillow which is the complete opposite of what I need. Snooze staff need to start listening to their customers wants and needs and not thinking they know best.

Came into the store with an idea of what I wanted and walked out with so much better than I expected. The sales person, Kathleen took the time to go through our profile and we realised what we used to sleep on was not right for us! Kathleen was not only a good sales person (not pushy or annoying) but knows her stuff especially when she helped us realised all the furniture we wanted wouldn’t fit in our room and sold us the right suite for our space! The delivery guys were brilliant! I have a townhouse and got it all upstairs without complaint! I will definitely be referring others to snooze and more specifically to talk to Kathleen! She made what was a becoming a stressful adventure an extremely pleasant experience!

BEST CUSTOMER SERVICE I HAVE EVER RECEIVED! Kathleen was an absolute superstar and such an expert when it came to choosing the right bed. She helped me and my partner select the perfect mattress and bed frame and did not stop until we were 100% happy. She was so knowledgeable and was able to answer any questions we had, and also offered many suggestions and options to suit our budget and needs. I will be referring all of my family and friends over to the team at Snooze Taylor's Lakes! Never have I ever had such great service in retail. Benni also gets a special mention, he was lovely and also very helpful! Thanks again team, I will definitely be back to look at some additional furniture for my bedroom very soon!

Beautiful customer service! Other stores in the area were really pushy on making sales, trying to make me upgrade to a queen size when my room can only fit a double... but the person at this store was very helpful! He also gave me honest opinions on the mattresses, recommending the one with the cheaper price tag; but insisted that I make the final call because it is truly my decision. I always thought for some reason that Snooze were a very prestigious store, but I was wrong! (It may just be the very pretty store layout that made me think that) Very customer friendly! If I had to buy a bed again I'm definitely coming back here :)

I am so pleased with my bed from Snooze Taylor’s Lakes. I had a great experience and help from Kathleen, she helped me pick exactly what I needed! I went in hoping to get a king size mattress for my partner and I and ended up with an adjustable bed which has made our comfort levels so much better. Cannot fault the service I got in the store or after. There has to be a special mention to Garry from the warehouse who was beyond helpful and went above and beyond to make sure we were happy with the set up at home. I’d be more than happy to refer friends and family.

I recently bought a new bed online from Snooze and the Taylor’s Lakes store fulfilled the order. The next day after we placed the order online, Garry contacted me to confirm everything was correct and made arrangements for delivery to our new home. They kindly held the bed for a while to match our timing for settlement. The delivery was perfect. The timing was confirmed the day before and everything went to plan. Overall a fantastic experience with excellent communication throughout and super service from Garry and the bed is super comfy too! Many thanks.

Kath and Ben were a huge help yesterday, we purchased a new king sized mattress, bed frame, and headboard and were really looked after! From everything from education on comfort with a sleeping/comfort simulation (There was so much we didn't know about mattresses etc) that Kath ran on a Snooze program terminal through to a great deal on price! Great advice on covers and pillows too, thanks Benny! (I'm allergenic) We couldn't be happier with the service here and would recommend them to anyone, no idea how this store isn't 5 stars - I'd give 10 if I could.

My adult son and I were looking for an appropriate bed for his needs. Firstly we came in contact Benny (sorry if spelling is incorrect) and his customer service was superb and we had ordered the actual base and matt from him. Then we came across Julie and she was a wealth of knowledge and again customer service was above and beyond. We had actually just gone in to finalise the sale with the view of potentially buying accessories. I would highly recommend this store to anyone. Customer Service and knowledge like this is not something you see these days!

While shopping for a new bed we had been to many stores in the area but we received, by far, the best service at Snooze Taylors Lakes. The salesperson Kristy-Lee was very helpful and patient answering our questions and helping us to compare the different products. While the prices were comparable with some other stores, our deciding factor of choosing Snooze was Kristy-Lee. Our criteria included trying to buy as Australian made as we could and Snooze had a broad range of fully Australian made products to choose from (including bed frames).

Julie and the team at snooze are fantastic! After an issue that was no fault of theirs, the level of customer service I have received to rectify the issue has been nothing short of amazing. Julie went out of her way to help us - I’ll never buy a bed from anyone else again. It’s rare these days to have a company make you feel so well looked after, but the guys here have been wonderful. I highly recommend them. They know their stuff when it comes to beds and mattresses and the customer experience was excellent.

Excellent. I am very impressed with the service I received at Snooze Taylor’s Lakes. My mattress meets all my needs and not only am I happy I would pass on the feedback every time. The matttess is purchased is fantastic and the delivery service was great, good guys very proficient. Overall 10/5 stars! So much better than a lot of customer service experiences, worth visiting Kathleen she knows her stuff. My profile and mattress expectations have been exceeded.

Staff at this store are unprofessional and discourteous. Julie the Store Owner is rude and abrupt and Kathleen doesn't have any idea how to speak to customers with concerns and as per her words "i dont care" Stay away from Snooze, their just like car salesman, they sell and then don't want to know about you if you have a problem. I've purchased two mattresses in 6 years and both they are both faulty, I made that mistake. Buy elsewhere at all costs.

Was very happy with the service. I was served by Kathleen who was straight down the line and non judgemental about my price range and preferences. I am super busy at the moment and didn’t have much time on my hands and it was like Kathleen read me and my situation completely!!!! She gave me a succinct run down of my options and then left me to wander and weigh up the options without hassle. Really happy with the service. Thank you Kathleen

Good range of products but had my time wasted by a misleading sales staff member. Said they could do a deal on bed frame if we came back in the afternoon and gave us a a deal on a whole suite instead. When asked about the frame alone he only took off $40 (when he specifically said a "significant discount, not just 30 or 40 dollars").

fantastic service. Angela was excellent, with extensive product knowledge, easy to understand and get along with. Did not dither with back and forth, went straight to best possible deal, and got a sale out of us, and we went in to look for a bedside table, came out with a new matched mattresses and tempur electric bases.

My mother and I went into Snooze on Monday and Graham assisted us. He did an incredible job! He was so friendly and accommodating. He took all my mothers needs into consideration before offering us a product. Couldn't be happier with the service we received! Thank you Graham for putting up with my silly mother!

Great experience at this Snooze store today. We found Kathleen to be friendly & helpful in selecting a suite for our toddler, and was not at all pushy when it came to selling us the products that were right for us. This was a pleasant experience compared to some other stores. Highly recommend.

Snooze has good if not great bedding however I just don't get how prices differ from Retailer to Retailer to Wholesaler to Direct sales. The beds seem similar with the different options but the mind boggles as to how the prices are set by bedding companies.

Just recently purchased new mattress from snooze, and would like to say thankyou for excellent service from all your staff . Also would like to mention a big thanks to delivery guys rob and jarod on the their courteous and professional service. A+++

I highly recommend snooze Taylor’s lakes the service that was provided by Kathleen was not only knowledgeable and informative I was so impressed with her ability to recognise what we were looking for, so refreshing to find true customer service.

Service was bloody awesome! Kathleen was very helpful and brilliant delivery service. Gaz in the warehouse thumbs up to you. Will let my friends and family know how good and accommodating they are! Thumbs up, absolutely

I bought three mattresses (One king and two queen ) and paid over 10.000 thousand dollars. Very good mattresses for about 4 years. Now I need new mattresses because of the Execive sagging. Very disappointed

Benni E salesperson at Taylors Lakes offered outstanding customer service and advice. Somehow made mattress shopping enjoyable! All sales people helpful and friendly too. Thank you …

Great customer service. I was served by Kathleen. She was so friendly and helpful. Would highly recommend seeing her if you go to Snooze at Watergardens

Fantastic service from Kathleen on my new mattress!!! And the Gray gave me unmatched delivery!!!