ComplaintsforBrooklyn Bedding

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a mattress from Brooklyn Bedding in Dec of 2023. After 2 months, returned it. Then, in April of 2024, we purchased a different mattress from them. Just trying it out, hoping we'd like it.Well, it's really hurting my back. I tried to submit a return for it, but the customer service agent is saying they won't accept my return.I'm really confused. The return policy says that they have a 120 night return policy on ALL mattresses. Also, they never told me when I was buying the second mattress that it wouldn't be able to be returned. Nor did they tell me that the first time I returned the first mattress.If I had known they wouldn't have accepted my second return, I never would have tried to get a second mattress with them. I honestly gave them my best shot, and the mattress isn't for me. I wish they would have been up front with me before my purchases.If I could select multiple desired settlements, other than getting a refund, I wish that Brooklyn Bedding would INFORM me before I bought my second mattress that that second mattress would not be eligible for a 120-night trial and free returns. Because they did not do this, and because I successfully had a positive return with them previously, I assumed my subsequent return would mirror the first. Because it did not, I feel they were deceptive in not informing me of this policy.

  

  Business response

  05/21/2024

  Replied to email Ticket ?#*******? and allowed a 1 time second return. 

  Customer response

  05/21/2024

  
  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

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 3rd, my husband and I purchased a king size Brooklyn bedding signature hybrid, with the additional top option, from our local Brooklyn bedding store in ***********, *******. It was delivered quickly after, and the delivery was fine. The delivery was $99.However, within two weeks, my side of the bed began losing support rapidly. I thought maybe it was in my head, but my husband laid on my side and I laid on his, and there was very noticeable difference. We could see a small depression in the sewn in cloud/cooling top we paid extra for.We contacted our local Brooklyn bedding store immediately, and they said they would be able to do an inspection for a warranty claim, and exchange the mattress.At this point, we had already lost our faith in this mattress company. What kind of mattresses loses support after two weeks?We scheduled an inspection, but called back to express that we just wanted to refund, but they told us that wouldn't be possible until we completed the 30 night trial. I was insistent that I did not want to sleep on a "defective" mattress.We scheduled removal at the 30 day ***** and we were informed that there would be a $99 fee to pick up the mattress.I told them this should be waived, since the mattress is clearly "defective". They argued that without an inspection, it couldn't be deemed defective. I told them that they were only willing to do an exchange, and that I didn't feel comfortable with an exchange anymore.I contacted Brooklyn bedding online, who gave me a phone number to call. The person I spoke with on the phone said that she would pass my complaint along to the district manager, who would contact me regarding the issue ASAP.It's now time for the mattress removal, and no one ever contacted me, so we are out an additional $99 for a piece of junk.It is absurd to be charged $99 for the pick up, when this mattress is busted after two weeks of use. We want the $99 fee to be waived.

  

  Business response

  05/06/2024

  Brooklyn Bedding's store salesperson spoke with our customer this morning, May 6th, 2024, explaining that the $99 charge was being reversed and expressed his apologies for not being in the store when she shared her concern originally. In addition, the product will be picked up in a couple of days from the customer as well.

   

  **********************

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  My issue was actually resolved on Saturday, when I received a call from a district manager, after contacting a different store, located in *******. ******* got the district manager on the phone with me in less than 10 minutes. The Queen ***** location failed to pass on my info to the district manager, despite me requesting it twice.

  I had requested to speak to a district manager, because we were scheduled for the mattress pick up on the 4th, but Queen ***** booked a date that they didn't even give as an option in our phone call, May 11th. When I called the store after the team failed to notify us of a delivery window, they offered to get us in on the 9th, stating that the 4th and the 6th were now full.

  I did have a missed call from the *********** location today, but they did not leave a voicemail, so there was most certainly no message of concern or apologies from them.
  

  We had an additional issue with the *********** location, when we originally scheduled a mattress inspection, which we called back to cancel. They never alerted the delivery team to the cancellation, so the team showed up at our house. They wasted their time, & could've been with another client, if it wasn't for Queen ***** failing to notify them of the cancellation that we called in several days before.

  Your *********** location is not being truthful to you, & they need to figure out their mess. It's 2024, why on Earth are you not emailing clients confirmation of their inspections/pickup?
  

  Regardless, after speaking to the District Manager on Saturday, I 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.

  I appreciate the ******* location's promptness, and the district manager's professionalism and resolution.

  Regards,
  *************************
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Brooklyn Bedding Plank mattress through Sleepare in mid-February. It was delivered on Saturday, March 16. The delivery people explained that when they unrolled the mattress, it had some stains on it. They took photos of it and recommended I contact the store and manufacturer. I reported it and sent photos of the stains to the store, who said they would forward it to Brooklyn Bedding. To date, I have heard nothing from either Sleepare or Brooklyn Bedding. When I contacted Brooklyn Bedding about it, they told me to contact the store. I told them I already had but they kept saying they didn't handle consumer complaints about their products. I am questioning whether the mattress is actually new (in spite of its label and packaging).

  

  Business response

  04/12/2024

  Followed up with customer through Zendesk 

  Customer response

  04/14/2024

  
  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

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. We purchased a brand new mattress in June of 2023. This is a mattress that's mailed to you in a box. The trial period was not long, and we were out of town for part of it. About 6 months after having the mattress, it started to sag a lot towards the middle. When we sleep at night, it feels like we are sinking into a pit. Both me and my husband are not large. He's about 145/5 ft 11. I'm about 120/5ft 8 inches. I've emailed several pictures the company requested b/c it's still under warranty but outside of the trial period. Seeing as how this mattress is less than a year old, and we paid 2K + for it, I'd really like one that will last longer and won't sag w/in less than a year of having it. It does not make for a pleasant sleeping experience. I don't know how else to send pictures and no one will speak with me on the phone about it. I have emails that show the communication. If I can't get a refund, I'd like a replacement or something to offset the fact that we'll probably need to get another mattress again sooner than later due to the sagging.

  

  Business response

  04/08/2024

  Warranty approved- Ticket #*******

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,On 10/21/2023 purchased a mattress online. PM ***** On 12/16/2023 well within the return window I placed a request on Plank Mattress site to begin the process for the mattress return and subsequent refund.On 12/29/2023 per the return process instructions I forwarded an email from the pickup which included the receipt for the pickup.Since that time I experienced extreme family hardship resulting into the death of my husband.Last week after reviewing my personal finances I noticed I had not been refunded for the mattress so I reached out via email to inquire of if or when I would be receiving the refund.Unfortunately, that led to a back and forth battle with a PlankMattress associate who refused to look through the email thread and click on the link which I provided twice.I would like to receive my refund or a reasonable explanation as to why I should not.Thanks ****

  

  Business response

  04/05/2024

  Confirmation of pick up has been received, refund has been processed on 04/05/2024.
  Zendesk ticket- *******

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a California king ********************** set from Ecosleep a Brooklyn Bedding Company on 9/29/2021. Last week we noticed a 12 linear area where the latex and wool has separated and the springs are right below the cotton cover. ( see pic). I have sent all pics. Purchase date, purchase amount. Email address and ********************** tags. There was no packing list or receipts in box. They sent receipt via email. I cannot find the email. The customer service rep says no receipt no help. All she needed to do was pull up my order but refused to. No help at all.

  

  Business response

  02/24/2024

  Found order information, approved warranty and responded to the customer.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an adjustable bed, and I canceled the order an hour later. I was told they already started working on it. I paid 604.04.The bed is not working with any mattress. The usb plug over heats. I would like a refund and the Bed collected. Thank tou

  

  Business response

  02/02/2024

  Contacted to start warranty, 2/2/24 Ticket #*******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I purchased two, mattress toppers from Brooklyn Bedding December 5, 2023. Each of our credit cards were charged $379.97 for a total of $795.94. We received the order confirmation and our order numbers are ***** and *****. We have spoken to sales reps three different times and are told they do not understand the delay and will get back to us. We have not heard anything. At this point we do not want a refund, just the mattress toppers. We are starting if this is a scam site.

  

  Business response

  01/12/2024

  Order was cancelled 1/11/24.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this Brooklyn bedding queen hybrid mattress 10/07/21. We slept in it 6 months at a time, as we travel 6 months. Therefore the mattress was used less than 2 years. We rotated mattress and it was on a flat plywood support in our 5th wheel trailer.The buttock area on both sides has failed, the foam underneath the pillow top is sagging and soft. We are 150, 145 lbs. Not heavy people.I sent requested info to Brooklyn bedding. , though, I could not find my receipt, I sent a copy of the credit card expenditure. I was told that I didn't rotate, and fabric was loose. It was not. The pillow top itself was still taut. Basically, as with insurance companies who are trained to blow us off, that is what they did. 2 years on a ****** mattress that is warrantied for 10. Not happy, and anyone with lower back issues should not get a Brooklyn Bedding mattress

  

  Business response

  01/11/2024

  contacted 1/11/24 to start warranty claim. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a much more detailed accounting of this situation but it's too long to fit here. March 2021 we purchased a king *********************** bed frame, 2 pillows, and mattresses protector from Brooklyn bedding in *********** for $4,200. no issues with anything until recently, the mattress protector didn't work to stop my sons urine from leaking to the mattress. I washed the mattress protector before I noticed that urine was on the mattress. I took pictures and went to Brooklyn bedding. They say they can't help us because their policy is to bring in the urine soaked protector to prove it got on the bed despite the small holes that can be seen in the protector that they didn't look at. I had their warranty with me and it said nothing about that. she said she couldnt do anything so I left. later we called the store manager, ******, and he was rude, taunting, laughed, and told my boyfriend he can't help him and never to call the store again. He then hung up on my boyfriend. We went back later to speak to the manager, ******, in person and show him the pictures and mattress protector. He called the police on us when we arrived about 40 minutes later, just 30 seconds into being in the store. we never threatened him, one word of profanity was used on the phone, along the lines of ******************* which he said his why he called the police. we were offered a new mattress protector which we took. he said it is to replace our defective mattress protector that they never looked at. I asked for a print out of their policy that states we have to bring in soiled mattress protectors, he said they don't have that. we were treated as criminals and are banned from Brooklyn bedding for arguing their "policy" about not washing protectors in order to prove it was on the bed. we have no warranty for our mattress due to a stain even though we used their mattress protector they sold to us and gave us a replacement for due to it being defective. This solution was provided only after he called the police.

  

  Business response

  01/11/2024

  Complaint has been forwarded to showroom management 1/11/24. 

  Customer response

  01/17/2024

  
  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,
  
  *************************
  
   
  

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