Complaints
This profile includes complaints for Brooklyn Bedding's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 75 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/29/2024 I purchased a Bear king mattress for a total of $2,019.39. On 12/11/24 I emailed saying my pillows never fluffed- no reply to date. Date: December 13, 2024 at 5:18:59PM CST Your request (*******) has been updated.**3/14/25, I requested information to start an exchange. A team member offered a topper, I accepted. No follow up or reply since. Ive sent multiple emails. They are running out the 120 night sleep window, it started 12/10/25 upon delivery. On Mar 21, Mar 24, Mar 27, and Mar 31 I followed up to no reply. #****** On Mar 14, 2025, at 5:29PM, **** wrote:?Yes, that will work. We can try the soft one since Im within my window. I didnt realize the celliant would work through that. What do you need from me? Thank you! On Mar 14, 2025, at 11:51AM, Ariane (Returns) ************************************ wrote:Your request (*******) has been updated. To add additional comments, reply to this email.Ariane (Bear)Mar 14, 2025, 2:50PM EDT Hi ****,Thanks for taking the time to reach out. Im sorry to hear your mattress isn't working out for you! If youd like, I'd be happy to send you a free plush topper to try.(deleted description)The topper is free and you'll still be able to return your mattress as long as youre within your 120-night sleep trial. Please note, the Celliant will work through the topper ???****************************************************** If youre interested in trying the plush topper, let me know and Ill place the order for you right away!Best,******, Customer Experience Manager
Business Response
Date: 04/07/2025
We are resolving this directly with the customer. We are shipping out replacement pillows, a complimentary topper and extending the mattress trial for an additional 30 days.Customer Answer
Date: 04/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** *******
Initial Complaint
Date:02/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mattress from the bear mattress company around 2020 year. The mattress is defective. I sent photos of measurements and a photo of how the edge sinks in when I am on it. Especially when I get up out of it at night, I just about fall. I made a complain back last year but was asked to do all these ridiculous things that were hard for me, I live alone. This year I reached out again to customer service and got nowhere. I have at least 26 emails in the last week. When you call the robot it will not put you through. 26 hangups, and if she puts you through to a agent the phone rings and then the recording says that no one can take your call try back later. last year I just gave up but with the constant pain to my neck , back and shoulders I cant take it anymore. I cant believe the company is so inconsiderate to their customers. Any email i got from them was a generic message claiming that I will hear from them within 24 hours , but that is false. I have all the emails. I am in a warranty and would appreciate if you would honor it. Prior to my mattress purchase I called and spoke to someone at bear when they did answer the phone , and made sure my new bed foundation was in their specs , it was a $700.00 dollar Casper bed foundation , and I was told that it meet their requirements. I also have my receipt . I uploaded many photos to bear previously with the BBB but was told it was a bad address. so they gave me this ****** mattress is well keeped with your mattress cover as well as mine, buy it sinks in. Please contact me at *********** so we can discuss as soon as possible.Business Response
Date: 02/28/2025
We have successfully resolved this matter directly with the customer and, as part of our commitment to honoring the warranty, **** offered a replacement mattress of their choice. We trust that this solution meets your expectations.Customer Answer
Date: 03/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *********
Initial Complaint
Date:02/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a King size mattress thru Brooklyn Bedding on Nov. 26, 2024. With the guarantee that if I was not satisfied I could return it after 30-days for a FULL refund. Mattress was delivered Dec. 2, 2024. Tried it and hated it and requested a return on Jan. 03, 2025. Received email telling me that no charity was available to take the mattress as part of how they do their returns. So I was given the option take it (Mattress) to a landfill for disposal. I did that and provided proof in pictures as the email requested to satisfy my return on Jan. 23, 2025 w/in the a lots time to do so per the email. I received emails from Sharetown and then Brooklyn Bedding saying they received my documentation and they were working on my refund. But to this day I have not received my refund to my CC and have not heard anything else from them. I have attempted to reach them by phone and email to no avail. It is now Feb. 10th and I still have no refund or informational contact from BB.Could you (Better Business Bureau ) help me get my refund, thank you!Business Response
Date: 02/21/2025
Refunded $99 return fee and emailed customer. Ticket ?#*******?Customer Answer
Date: 02/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* *********
Initial Complaint
Date:02/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Bear Mattress and foundation in December. I do not need the foundation and requested a pickup and refund. They responded that I might take 3 weeks. I have heard nothing from them since . All contact is with AI. I asked to speak with a live agent and that request was ignored. I now want to make sure I can return both the mattress and the foundation for a refund before the 120 day deadline . Please help.Business Response
Date: 02/28/2025
Weve successfully addressed the matter directly with the customer. As part of the resolution, weve issued a partial refund for the mattress, as they have decided to keep it, and a full refund for the foundation.Customer Answer
Date: 03/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ******
Initial Complaint
Date:01/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Placed order on December 9, 2024. Order was not shipped in a timely manner. I notified BB some weeks later to cancel the order and refund my money. I received notice later that same day that the order had been shipped that day. I then received notice that ** had initiated a return to sender order. I received notice on December 30 that the return had been received at BB facility. I contacted BB two other times since December 30 to inquire about the status of my refund and was told it was being processed. It is now January 12 and I have still not received my refund.Business Response
Date: 01/14/2025
Customer fully refunded on 1/9/25, Replied to customer Ticket #*******Customer Answer
Date: 01/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *****
Initial Complaint
Date:01/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Brooklyn Bedding using the email address listed on their website to start a return. I was within the 100-day window to return the mattress. I also reached out twice to the email address on my order. No one got back to me any of these times. I want a refund for my order, as I already purchased a new mattress from their sister site.Business Response
Date: 01/02/2025
Return started through zendesk on 1/2/25Initial Complaint
Date:12/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been trying to set up a return and refund but have not had any success. There's no phone number to call, and the emails are being answer by automated response. The mattress was ordered for a new **. The ** was damaged before delivery and was cancelled. The mattress is no longer needed and has never been opened. The mattress is still in the original shipping box, and as we stated, has "never been opened". We are trying to be patient and persistent in the return process, but now we have received an email that we could donate the mattress. We would like a refund please. No one has contacted us to arrange a pickup to complete the return and refund. We don't understand why it's so easy when they want to take your money, but when it involves a refund no one will communicate or cooperate with you. It's very frustrating and it was a lot of money.Business Response
Date: 12/09/2024
Pickup scheduled, zendesk ticket #******* .Customer Answer
Date: 12/09/2024
Theres been no pick up yet and no refund.Business Response
Date: 12/10/2024
Scheduled ***** ground call tag for Tuesday 12/10, refunding order Tuesday after pick-up. Task #*******Customer Answer
Date: 12/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ******
Customer Answer
Date: 12/19/2024
******** at Brooklyn Bedding email me 12/9/24 to have the unopened boxed mattress outside the house between the hours of 9am and 6pm because she had scheduled a ***** pick up for 12/10/24, Tuesday.Had the box outside from 5:15am until 9:30pm and no one ever came. No one showed up. Still no phone call from anyone. Emailed back to her to tell her no one came and Id like to arrange a pick up again and process my return but I havent heard back from anyone.Terrible way to run a business.Business Response
Date: 12/27/2024
Task #*******
refund issued, item was dropped off at facilityCustomer Answer
Date: 01/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ******
Initial Complaint
Date:11/25/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted this company regarding a warranty item without success. They keep asking for erroneous non related information and won't address the warranty item. I expect a phone call from the warranty department.Business Response
Date: 12/02/2024
Hello,
Thank you for contacting us. Can you please provide us with a copy of your receipt? That will be the first step for us to look into this further.
Thanks,
Brooklyn Bedding
Customer Answer
Date: 12/02/2024
I have provided Brooklyn Bedding with all the information via email in the past. Including purchase, date delivered, and problems happening with the bed. I am not interested in starting this process over. Stand behind your product and your warranty.
***** Totah
Business Response
Date: 12/15/2024
Hi *****,
I am unable to find your order by searching your name in our system.
I am unable to help out without order information.
Thanks,
BB
Customer Answer
Date: 12/16/2024
Order #TM-4019
May *******Business Response
Date: 02/17/2025
Warranty was approved, replacement has been delivered Ticket #*******Customer Answer
Date: 02/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *****
Initial Complaint
Date:10/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a queen size Ascension adjustable base - Luxe 2.0 from the ******************************************* store, but an Ergomotion Rio 2.0 was delivered. My paid receipt says an Ascension Luxe 2.0 was to be shipped. The paperwork received with the base delivered to my house clearly states that it is an Ergomotion Rio 2.0. Because I did not receive the Luxe 2.0 base I ordered, I have requested to return the base for a full refund, but Brooklyn Bedding has denied that request.Business Response
Date: 12/09/2024
From Brooklyn Bedding.
We have contacted the customer and attempted to explain that the Brooklyn Bedding name of the adjustable base in question is the Ascension, but the manufacturer of the adjustable base is Ergomotion. When the adjustable base arrived, it represented the manufacturer name, not the Brooklyn Bedding name, which we believe to be the confusion.
Due to the fact that there is still a concern of name vs. manufacturer by the customer, we will have the original salesperson contact the customer today, and set up a pick up time of the adjustable base from their home. Once the adjustable base is picked up, we will then refund the customer, in whole, their original retail cost of the adjustable base.
Brooklyn Bedding
Customer Answer
Date: 12/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ******
Initial Complaint
Date:10/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an Ecosleep mattress on Thursday 9/26/24 after having a chat conversation with Brooklyn Bedding asking if mattress is purchased through Bed Bath and Beyond has the 3 inches of latex and also if the trial period/warrenty was the same as purchased through Brooklyn Bedding. I was told it would be the same as purchasing through their website. I ordered the mattress on 9/26/24 as a result of the conversation for $1116.50 from Bed Bath and Beyond . I received the mattress on sat 9/28/24. However when I expanded the mattress I looked at the mattress tag. The only materials that are stated are wool and the spring coils. Also after over 24 hrs of letting it expand I can feel the top of the coil and I feel the wool however I cannot feel the latex in between. I emailed the manufacture on Sunday 9/29/24 to see if I could get some answers. Monday morning 9/30/24 I called Bed Bath and beyond to initiate a return after back and forth they stated Brooklyn bedding says I received the right mattress so they deny the return. Brooklyn Bedding is also denying any help with resolving the issue despite it being their product sent from their facility. Wednesday morning 10/2/24 I received an email from Brooklyn bedding in which more pictures were requested and I promptly sent however they have not offered a solution to the problem and keep reverting back to bed and bath. I believe that Brooklyn Bedding is not in compliance with state and federal regulations with there mattress law tag. The mattress I was sent does not state there is latex in the mattress. Neither company wants to take responsibility for a defective out of compliance product.Business Response
Date: 10/15/2024
Hello,
We have talked to the customer on the phone in order to help work through the problem. We have sent the customer a topper to sit on top of their mattress. We are unable to process the refund because it was purchased through Bed, Bath, and Beyond, but if the customer continues to need help we will do our best to offer assistance.
Customer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22381061, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Justin Romero
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