Brooklyn Bedding
Reviews and Complaints

took 3 emails and 2 chats to get any concerning returning the mattress, and mattress is a most friendly term! More like a torture rack ! Was even taking pain pills. Couldn't wait the almost 2 weeks for them to pick it up, bought a different mattress companies model and after just 1 night no back issues at all, Heck I even felt younger !"

I am disgusted at this shipping process. I was scheduled to receive my mattress on 11/14 from *** and now the tracking has disappeared and *** cant find it. I emailed the company and was just brushed off. Now seeing all the bad reviews, I would never have done business with them. Im out over 1,000dollars with no one knowing where the mattress is.

Complete garbage company. Accepted my return and when I provided dates that it could be picked up they magically disappeared. Complained over social media and still took 2+ months to get acknowledgement. They FINALLY picked up mid September and said that day (9/16) they issued a refund. Its October 8 and my bank received nothing. They are absolutely awful. You couldnt pay me to interact with them. Save your time and save yourself - buy from a good company instead.

From the moment I entered BB and was warmly welcomed until the mattress was delivered, the service was first class! Most professional. The staff answered all my questions, and explained every detail about the products that interested me. BB was true to their word. Everything arrived as promised and in perfect condition. The delivery team thoroughly explained the remote control and how long the mattress and pillows would take to inflate. They were perfect gentlemen. Based on my experience, I would readily recommend BB to anyone in the market for a mattress. Thank you for a great shopping experience!

I completely agree with the previous review by the gentleman over the summer. I ordered a Talalay Pillow over Black Friday and still have not received the pillow, nor any type of update. I've contacted customer service twice, and they are dismissive and unapologetic. We all understand the strains companies are facing over COVID. However, not shipping product for five weeks with zero communication is totally unacceptable. It's not that hard to hire customer service representatives send out update emails while working from home. Additionally, the company removed my review from their website where I posted this exact information. It's clear they filter out reviews that are not 5 stars. Take a look at their product reviews. There is no way that everyone left a 5 star review. If you cannot ship product, you need to stop accepting orders to catch up to inventory. Additionally, learn how to properly do customer service. There are thousands of companies that are way better at this than Brooklyn Bedding.

I'll update this after we receive the mattress but this company takes a long time to ship and apparently does not understand how to be an Internet retailer. I can accept delays in shipping due to issues with COVID. But customer service-oriented companies will actually update you from time-to-time. DO NOT expect them to keep you updated. You can inquire and get an answer 24 hours later but they do not even confirm shipping when the order finally ships. Think about that for a minute. And if you want tracking information? Inquire again. I hope the product was worth waiting for but if you want to feel appreciated and cared for as a customer, my advice is shop somewhere else. By the way, I noted their reply to someone else's complaint that is similar to mine: "We've asked our customer service teams to be as transparent as possible regarding delays: as a result of the COVID-19 pandemic," I take it their definition of "transparency" is to lack any sense of urgency and to lack any proactive communication.

I purchased a bamboo talalay latex mattress topper and it supposed come with a high-end bamboo cover as it clearly stated on their website advertisement. However, they sent me the topper with yellow *** towel kind cover. I sent an email to the customer service to ask for the replacement cover but hadnt received any reply for a week. So I sent an another email then I got a reply saying they decided to change the cover due to high influx of orders and the website needs to be updated. I called the customer service to hear the explanation and get the replacement cover but the customer service representative was saying the same story as the email reply. So I asked whether theyre going to get the bamboo covers back and when they do, would they send me one. The representative told me that she needs to ask her manager who was in some kind of training sessions so she would call me back later with an answer. Its been over a month and I havent heard anything yet. The advertisement on the website is still the same. I know they are updating their website because I saw the price changes several times. Im not sure if the advertisement is fake or I got ripped off.

I ordered the "Titan" mattress on 4/16 at 8:30 am. The web site went in to great detail about the shipping time frame from their location to my State. I was a 2-3 day ship period. So I was so excited to get my new mattress in a few days. Well when a few day went by and no tracking # I called and was told that it "MAY" take up to 7 days before shipping it. Okay my bad for not catching the VERY small print at bottom of web page that said that disclaimer. So I took it like a man and waited with out complaining. Now 7 days after the order was made I still had not received a tracking # I called back on 4/23 7 days from the day I made the order I was told it had only been 6 days and the order had not shipped! It has been awhile since I went to school but I'm pretty sure the mathematical formulas on adding have not changed so when does 4/16 to 4/23 not add up to 7? Then I was told my order would ship the next day Friday 4/24 and I would get my tracking # then. Guess what? yes you are right the 24th came and went and no tracking # I just canceled my order with them and found a competitor with same type of mattress for less money and are you ready for this KEEPS STOCKS IN THEIR PRODUCTS. So Buyer Be-Where when ordering anything from this company.

Horrible. Go to your local mattress store. My mattress took over two weeks to build then got lost by FedEx. After the 5 day search at FedEx I was notified my mattress was lost and Brooklyn Bedding could now make a claim. After they agreed my mattress was lost they wanted to confirm shipping address so they could send out a new one. I assumed this would be immediate but they needed to make a new one cause every mattress is made to order (too cheap to pay for warehousing and keep inventory). I then assumed it would at least be expedited and put at the front of the line for production but it wasn't and when I asked if they could do that they said no. The only thing that happened in a timely manner was getting my refund and I did what I should have in the first place. Walked to the local mattress store (most provide free delivery and installation instead of getting a box on the side walk) and tested some mattresses to find which one worked for me. During these tough times your local mattress store is hurting to thats another reason to do that. I thought I was doing this smart by planning out when I needed it, doing research and finding a well liked mattress. I was pumped for this bed based off reviews and the price itself but its a way bigger headache than anyone needs right now. At a minimum I would have gotten my bed 50 days after ordering it and i would have needed to unpack it and move it by myself. Go support local businesses, I called three mattress stores and every one of them picked up the phone immediately to answer my questions. I tried calling the phone number listed on Brooklyn Beddings website at least 6 times between the hours of 10am and 2 pm and never got anything but a voicemail.

from the minute I received the plus size mattress which took almost a month to receive, my back was broken. it was there big man mattress king size. I knew from the start that it was not capable of handling my xxl male size. even just sitting on the edge of the bed I sank almost completely though it. i reached out instantly and was told to wait thirty days. pain and agony ensued, i couldn't take it any more. i literally bought a cheap throw away twin just to throw on the floor between the bed and the wall, while my wife was ok with the king size mattress from Brooklyn bedding i couldn't handle the agony. So thirty days in i emailed back again they responded fast. told me to donate to a place in my area to get a refund. Guess what here in *** and *** area. NO ONE will TAKE IT OR A KING SIZE. Great now wha? t i emailed back and some one said to donate to friend or family. So like normal people are grossed out by a used mattress. So finally after months of trying to sell this thing to people that trust me its clean i didn't sleep on it , just a girl. Finally able to get some one to write a letter and take it. emailed and some one replied, its 4 days out side your return time but since we have numerous responses and attempts well with in your time , we will honor it within 30 days. Becuae i showed them over and over all the places they refered me to rplied they dont take king size for some reason. but finally I got it taken care of with photos to prove and the letter they asked for and NOW GHOSTED ! they wont respond or acknowledge anything. or answer my numerous emails. this was over a week again and the emails and dates where my extension is still valid TODAY!. but again no reply! smh just tell me you wont take it back to i can purchase another one. For me its not the money but id hate to see some one less fortunate than I , to be a victim also. you have been warned!

Purchased a Mattress with a 10 Year Warranty. The Mattress is defective and no longer provides support especially on the edges of the mattress. The company requested photos which I did send. Unfortunately photos are not able to show the defective areas. I requested they have a representative come inspect so they can see what I see but the declined sending someone. Told me since Photos do not show the issue that my claim is denied. At this Point I am seeking a full refund as I no longer have confidence in this business's products.

I bought a mattress from dreamfoam a week and a half ago. I also ordered a bed frame and bed sheets. The bed frame came without any of the required wing nut/bolts and was missing one of the long bolts that connects the 2 frames together. The mattress isn't comfortable and is also not big enough but that part is my fault. So I would like to find a resolution to that problem also. I contacted them on *** and fb and both told me to email them. I have several times but they will not email me back. I'm sleeping with my mattress on the floor because of the issue with the missing frame parts

Brooklyn Bedding owns a company called DreamFoam. I bought a Dreamfoam Elements mattress from them recently and know of another person who did as well. The mattress is supposed to be made up of a coil base, latex, and foam topper. However, they appear to be bait and switching their mattresses and assuming no one would know. Both myself and the other person received cheap foam as the base for the mattress and not the advertised coil springs. I can only imagine how many other people have been tricked and don't even know it. They only way it was discovered initially was reading the materials tag on the mattress and noticed that it did not includes pocketed springs or coils whatsoever. This is malicious false advertising.

I purchased a bed frame and mattress in June, it arrived in July, from the start, the bed frame came without instructions and missing some assembly pieces, a couple nuts and bolts, easily remedied by a trip to the hardware store, I contacted the company and didnt really get an answer. One week later, the frame began to sag, its rated up to *** lbs of evenly distributed weight, and my partner and I arent even close to half of that. Now, almost 2 months later, the frame is completely bent and causing serious back and hip issues, the steel has bent up and caused the mattress that I also bought from this company to sag. I had also ordered head and foot board attachments, only received one set and they were warped and completely unusable.

We purchased a split king Sparta mattress along with the Ascension Ultra Adjustable Base. When making our purchase our sales person told us it was fully refundable. The reason we decided to get the premium base and mattress was because sleep is very important to us and having the peace of mind knowing it was fully refundable was the primary reason we decided to make the purchase. After a couple of months I was still not sleeping well on the mattress and we never used the base we paid over $2000 to get. The only person we could speak with was the person who sold us the mattresses and he was difficult to reach but when we finally reached him he told us that only the mattress was refundable. Now we have this useless base we spent over $2000 on that will never be used because we were misled into thinking it was refundable.

I ordered a mattress and fed ex was supposed to deliver it. It shows as delivered but it was not. I was at home waiting for delivery with phone alerts set up. When it alerted me delivered I went outside and nothing was there. I contacted *** and Brooklyn bedding. Brooklyn Bedding was supposed to call me back with a follow up call yesterday never dead I called again today and the woman hung up on me on the phone when I asked to speak to a manager. I need a refund for this mattress so I can go out and purchase a new one. I am currently sleeping on the floor. We had a house fire and lost everything. I spoke to two employees a Brooklyn Bedding *** and *** and neither one could help me and *** up on me and told me she had a mental illness. Extremely odd and unprofessional. I just want the mattress I paid a lot for. Ive tried phone calls, email and chat message.

We have purchased a bed from Brooklyn Bedding on the 29th of August and still haven't received our mattress. Brooklyn Bedding decided to use *** as the shipping carrier and *** hasn't delayed shipment for both the original bed and the replacement bed shipped on the 23rd of September. We worked with both Brooklyn Bedding and ***, even renting a vehicle to pick up the bed from the *** facility which is 30 minutes away from our house just to be told at the *** location that the package was lost. When requesting a replacement bed, we asked for Brooklyn Bedding to use a different carrier, but they could only use *** and now the same exact issue is happening again.We ordered the bed knowing that my wife would need surgery next week and expected the bed to be delivered last month. Waiting this long after being promised expedited shipping is unacceptable. Especially if the carrier Brooklyn Bedding had chosen continues to delay delivery.

So unfortunately a cord for my bed was damaged during a move on September 7th so I contacted Brooklyn Bedding so see if i can get a replacement part cord. I ordered this bed in *** just out of warranty. I first contacted the company on September 9th and was pointed to a manufacturer that makes their current beds, unfortunately thats not who makes my bed. I then followed up on September 15th and was sent to the same manufacture and told to contact store i got the bed from. I followuped up again on September 28th but given the same song and dance. I think I have also contacted via chat other times in between but do not have email record of it. On one of those chats i was told a lot of the team is new and they dont know who manfactured a model they sold in 2019. Ideally I'd want a repair of the part but i am also frustrated how they dont even know who made a bed they sold and articles even reference it from 2020.

Ordered bed from Brooklyn-bedding based on the reviews I read and its manufacturing origin. Warranty includes a 120-day risk-free trial; the bed was great. Got the bed in Dec 2020, slept great. I ordered the Artic Dreams Queen version with a coil system, 6-inch thickness, and cooling. Initially, we slept well, but I noticed there was no cooling gel. This was a big deal as it was advertised and a reason for purchase. Around May, I felt pain on my side and the bed was sagging in the middle. My husband also had back pain, and now we both have hip issues. As someone who stands a lot at work, I can't afford hip pain during sleep. I remembered the 10-year warranty and contacted them on 8/5, sending information to Brooklynbedding.com. After emailing them, I received a request for the order number and other details. I received no response after providing the information. When I called, they requested pictures.

I bought a Brooklyn Signature Hybrid Twin XL / Soft from Brooklyn Bedding on 11/9 because they offered a 100% "risk-free" trial period of 120 nights: "120 NIGHTS. NO DRAMA. ZERO RETURN FEES." (See their Return Policy webpage here: https://brooklynbedding.com/pages/return-policy/) On 1/13, I requested a return of the mattress because I wasn't able to sleep well on it because it wasn't comfortable. At first, they tried to persuade me to make an exchange but I didn't want that because it wasn't soft enough and I had already chosen the softest one. Then, they said that, before they would issue the refund, they required me to donate the mattress. I tried *** Restart (Habitat For Humanity), and Purple Heart but none of them accept mattress donations and Brooklyn Bedding should have known this because they are in the mattress business. This requirement did not appear anywhere on their Return Policy page of their website. I want a full refund as promised.

I visited the Brooklyn Bedding store and was told that both the basic base and the advanced base had the vibrating massage feature. The salesperson had me lay on the bed and told me I was on the basic bed frame. Explained that the basic bed moved you away from the headboard and the side night table while the more advanced bed kept you closer to the headboard and the side night table. He said the other difference was that you could have a split mattress. My wife and I like the fact that the bed had massage feature and that was the main selling point for us. We went home and discussed it more and returned to purchase it at the store during the regular business hours and found that the store had closed earlier than normal that day. We wanted to take advantage of the advertised deal they had before we left town and we ordered the beds, mattresses, foundations and sheets online because they had closed the offline store early. After spending over $6228,78 on everything, the bases finally...

I ordered a mattress along with other items and the mattress went to another address several homes down the street from my house. I saw that the address that they had for the order was incorrect and I didn't know if it was autofilled incorrectly, so in order to get the shipment, my brother and I went down to the home that it was delivered to immediately after getting notified that it was delivered. My brother helped me get all of the items including the mattress down to my house. The mattress was not received in a box, as it should have been and instead was just plastic wrapped. We took the wrapping off and discovered that the mattress was badly damaged with what looked to be burn marks underneath and mis-stitching on the top of the mattress. I reached out to Brooklyn Bedding and they offered to either refund or place a new order. I opted to place a new order because I had previously ordered a mattress for my daughter and had a positive experience. We placed the new order and I confirm...

My wife purchased an Aurora mattress from Brooklyn Bedding in September. From the start there were problems. She got a Fed Ex delivery notifications that the mattress was delivered on 9/17 and it wasn't. She called Brooklyn Bedding and was given the run around, when she finally got to talk to someone they basically told her it was her problem to figure it out. When she asked to speak to a manager she was hung up on, when she called back someone talked to her and said they would "look into it and call her back." There was no follow up and it was obvious they didn't care if we actually got it or not. She tried dealing with Fed Ex and they reinforced the policy that the business needed to contact them to start a claim. The next day (9/18) I was walking our dog in the neighborhood and saw the huge box sitting on the walkway to a residence down the street. I have photos showing the box delivered to the wrong address. I got our car and drove down to retrieve it in the middle of a heatwave (temps over 100 degrees) and unbreathable air from the CA wildfires. I then had to drag the 95 lb. box up our steep driveway. We didn't bother calling them again because we finally got the mattress.We unboxed the mattress, let it expand and breathe and set it . *** the process of looking for a mattress (before purchase) my wife inquired with Brooklyn Bedding by phone about what the materials of the patented "cooling technology" are. They claimed it is "not toxic" but would not supply an MSDS or a list of ingredients. My wife has a hyper sensitivity to the foam or other undisclosed patented ingredients in the mattress that are unknown. Through a series of trials on the mattress she experienced near anaphylaxis and can't use it. Over the last 2 weeks we have been trying to reach them by phone to initiate a return and refund but no one ever answers.

I ordered a mattress along with other items and the mattress went to another address several homes down the street from my house. I saw that the address that they had for the order was incorrect and I didn't know if it was autofilled incorrectly, so in order to get the shipment, my brother and I went down to the home that it was delivered to immediately after getting notified that it was delivered. My brother helped me get all of the items including the mattress down to my house. The mattress was not received in a box, as it should have been and instead was just plastic wrapped. We took the wrapping off and discovered that the mattress was badly damaged with what looked to be burn marks underneath and mis-stitching on the top of the mattress. I reached out to Brooklyn Bedding and they offered to either refund or place a new order. I opted to place a new order because I had previously ordered a mattress for my daughter and had a positive experience. We placed the new order and I confirmed the shipping address in bold letters over email with the support team member. The second shipment was delivered to the same incorrect house. The support team asked me to retrieve it myself and I informed them that I was not able to get the order and that I would like FedEx to bring it to my home as they should have. I have been trying to get in touch with a manager for over 2 days and nobody will contact me. The mattress was eventually delivered to my home and the box looks very damaged and was either sitting outside of the other home or opened and inside of their home for over 48 hours. In the middle of a pandemic, I would hope that a bedding company would take more consideration with the delivery of person items such as a mattress. Also, considering that they sent me a damaged item in the first place, there should have been more oversight on the re-shipping of a new mattress. I have not been able to get in touch with someone that can asssist me with a refund.

PLEASE REFUND. We purchased a King *** on June 6th. We made payment over the phone with the warehouse manager and were told we had to wait 2 weeks for BB to make the ***, then they would schedule to deliver. That was all the information given/exchanged. We received our *** about 2 weeks later. After a month we started to notice our bodies hurting still and the *** had been visually sinking. We had BB come out and inspect the defective *** It was replaced after another 2 weeks of waiting for the new king *** On delivery day, the replacement *** was delivered without a box and the plastic protective wrap torn open and the *** exposed. We opened the *** and could immediately tell we were in for the same trouble again. We sank into the bed on day 1. I emailed the lady we made payment to asking if our 120 night trial started over again since this replacement king *** is an entirely new/different *** from the defective *** they replaced. Come to find out, the manager told us that our sale was final and there was no 120 trial. WOW! We were NEVER told this. And why does our invoice that was sent to us AFTER payment state the 120 trial? Zero disclosure that there was no trial, just payment taken and a "D" rated *** delivered...twice! The replacement *** is sinking JUST like the first king.The replacement *** is NOT firm. We would know. We have the same exact *** in our other room but a queen (repeat customers.) The older queen we have is a little over 3 years old and is absolutely firm as to be expected. It still looks and feels perfect after that 3 years of two grown adults (200 lbs & 140 lbs) sleeping every night in it. Even the inspectors verbally said "oh yeah, you can tell just by walking in here" that the king is defective (after first seeing the 3 year old queen *** in the other room.)Inspection audio voice recorded