ComplaintsforBrooklyn Bedding

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Bear Mattress in August. It was delivered August 24th. Bear Mattress offers a 120 day return policy. That means I have until December 22 to return the mattress. About a month I began to have some back issues with the mattress and emailed Bear Mattress support to initiate a return. I have now email them six times and am not getting a response at all. I have four more days until the return policy expires.

  

  Business response

  12/29/2023

  We always honor our return policy. In this instance, unfortunately, the customer's emails were going to our SPAM, so we were not receiving them. Our **************** team has been in correspondence and the return process is underway and the customer will receive a full refund. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 27, 2021, I purchased a ****** King ********************** from the Brooklyn Bedding Store located at ****************** in *****, *******. During the 120-day trial period, the ********************** substantially sagged. I was offered a refund or an exchange. I chose an exchange thinking that this was an isolated one-off problem. I received the new ****** ********************** on 10/28/2021. It is now 2 years later, and the replacement ********************** has also substantially sagged on the side that I sleep on. Brooklyn Bedding employees were sent to inspect the ********************** the first week in November and confirmed that the bed had a deep sag.The sagging and support failure is causing hip pain when sleeping on the **********************. This pain does not occur when I sleep on other **********************es in my home. I am 410 tall and weigh 110 pounds. The District Sales Manager, *************************, has offered me a replacement with any of the **********************es in Brooklyn Beddings showroom. Considering the fact that 2 of their **********************es have had structural defects, I have no confidence in Brooklyn Bedding products, and I am not interested in another replacement. I informed the District Sales Manager, *************************, during our call on 11/13/2023 that I did not want a replacement, but a pro-rated refund based on the fact that the **********************s lifespan was only 2 out of 10 years. The original price of the ********************** was $2174.25. ***** said that he did not have the authority to do that, but that he would present this at his executive management meeting and would get back with me in a couple of days. I have not heard back from him.I sent a certified letter to the **** *******************************, which was received and signed for on 11/17/2023. I have still not received a response.

  

  Business response

  12/12/2023

  Complaint has been sent to the general manager of the showrooms for review. 

  Customer response

  12/12/2023

   The business's response was:

  Complaint has been sent to the general manager of the showrooms for review. 

  This response is not a resolution. I am still waiting for the resolution that I requested, which was that they issue me a pro-rated refund.

  

  Business response

  12/18/2023

  Brooklyn Bedding has done will do the following, as well as contact the customer regarding pick up of the ********************** in questions as seen below in the time line:

  12/16/2023- Created a refund credit in the Brooklyn Bedding POS system for $2,350.37 for return invoice #*****r

  12/18/2023- Has requested a paper check be sent to customer for amount shown above from the accounting department (Had to wait until Monday due to office weekend closure)

  12/18/2023- Will contact the customer today (12/18/2023) to verify address for paper check, as well as set up pick up day for the mattress in question.

   

  Sincerely,

  Brooklyn Bedding

   

   

  Customer response

  01/05/2024

  I am writing regarding Complaint ID: ********. I received an email today from you stating that the complaint was closed. For the record, I want to report that I received the requested refund check from Brooklyn Bedding on 12/23/2023 for the full cost of the bed. Having now received the check, I am satisfied with the resolution of this complaint. I would like my response above to be posted. Thank you.
  

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people were unwilling to cancel my full order after I placed it.I placed an order in store on 11/25 for a bed and an adjustable base. I then called two days later to cancel it. ******* then said she will see what she can do. Then calls back an hour later saying if I change my mind I can have an additional 5% off. I say no. Then she says okay, it's canceled. Two days later I don't see my refund on my credit card, so I email her asking about it. She says the refund takes 5-7 business days to show up. I then see a refund on my credit card on 11/30, but not for the full amount, it's for the mattress only. I emailed ******* asking why I did not get the full refund. I get a response two days from her telling me this:"Good morning ****,When you called Monday you said, You wanted to cancel the mattress because it wasn't a right fit. All bases are a final sale like I had mentioned in the store.I cancelled the mattress right away as you requested the base shipped. I can ask a manager to see if there's anything we can do."I did not say that I only wanted to only cancel the mattress. I said please cancel my order. My order contained both mattress and base frame. She did not ask me for any clarification about whether I wanted to keep the base frame or not.

  

  Business response

  12/05/2023

  complaint forwarded to the showroom's general manager 

  Customer response

  12/05/2023

  I do not accept the response made by the business to resolve this complaint

  

  Business response

  12/06/2023

  Complaint was forwarded to the managers and general managers of Brooklyn Bedding showrooms on 12/5/23.

  Customer response

  12/06/2023

  Thats not an actual response 

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty claim dispute - company is refusing to honor warranty and claiming the issue is not related/covered by their warranty.Order #****** (July 1, 2020)$1,635.99 Support Case opened with the vendor and they denied my warranty replacement request -Opened on 10/22/23 -Case # ******* -PDF attached

  

  Business response

  10/29/2023

  Hi,

  Thank you for bringing your concerns to our attention through the BBB complaint. We take all customer feedback seriously and aim to provide satisfactory resolutions to our valued customers.
  We apologize for any inconvenience you may have experienced with your mattress warranty claim.

  Based on the information provided, your mattress does not qualify for a replacement under the warranty at this time. We understand this may not be the desired outcome, and we genuinely regret any disappointment caused. We asked for no weight to be added to the mattress and you are sitting on it. Unfortunately, our compressible mattresses are not designed for sitting on, as your weight is concentrated in one area and this can cause you to sink into the mattress more than when you're lying down, but more importantly, it can cause wear and tear in the area. Last but not least, no image was provided showing the measurement of 1" sag or greater after we provided a guide to show how to measure the sagging. Wear and tear is also not covered under warranty.

  However, we want to reassure you that your satisfaction is of utmost importance to us. In light of the situation, we are pleased to offer you a generous 35% discount on a new purchase, which is an additional 10% off our ongoing sale. This offer is a sincere effort to assist you in finding a suitable mattress option.

  We hope you consider this gesture and recognize our commitment to resolving this matter to the best of our ability. If you have any further questions or concerns, please do not hesitate to reach out. Our customer support team is here to provide any necessary assistance and address any inquiries you may have.

  Thank you for your understanding and for considering our offer. We value your business and appreciate the opportunity to serve you.

  Customer response

  10/29/2023

   This is not an acceptable resolution for what I believe to be a clear product defect that should be covered under points #1 and #4 within your warranty policy.

  Please provide further details on the review process and how you reached this determination.
  

  

  Business response

  10/29/2023

  Hi, 

  It has come to our attention that you have not yet provided the requested photos showcasing any measurements indicating sagging in your mattress. Additionally, one of the images submitted shows you sitting on the mattress, which is contrary to our recommended use. Our mattresses are designed for lying down, and prolonged sitting in a concentrated area can lead to uneven wear and tear.
  
  We want to ensure that we address your concerns accurately, which is why we kindly request that you submit the requested photos so we can reevaluate your warranty claim. Once these photos are provided, we will be more than happy to assess the situation again and make a determination based on the evidence provided.
  
  If you choose not to send in the requested photos, we understand and respect your decision. In this case, we would like to extend our offer of a 35% discount on a new purchase, with an additional 10% off our ongoing sale, as a gesture of our commitment to your satisfaction.
  
  Ultimately, our goal is to assist you in finding a suitable mattress option that aligns with your preferences and needs. Should you decide to explore alternatives, we respect your choice and encourage you to find a product that meets your expectations.
  
  Thank you for considering these options. Our customer support team is ready and willing to assist you with any questions or concerns you may have. Your satisfaction remains a top priority, and we are committed to working diligently to address your needs.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a $99 pick up fee for a mattress that the company did not pickup but rather forced me to make my own arrangements to have picked up. I request my $99 fee be refunded.

  

  Business response

  10/09/2023

  Hi, 

  We appreciate your feedback and understand your concern regarding the $99 return fee. However, we'd like to clarify that this fee is not specifically a pick-up fee; rather, it's a return fee that applies to all returns, as outlined in our return policy.
  This fee is standard for all returns, regardless of whether the mattress is being picked up or if you choose to return it by other means.
  We hope this clarifies the nature of the fee, and we appreciate your understanding of our policies. If you have any further questions or need assistance, please don't hesitate to reach out to our customer support team. We're here to help.

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Titan Plus ********************************* from Brooklyn Bedding on 8/21/2022 and I received the mattress on 9/2/2022. I previously had bought two other mattresses from Brooklyn Bedding but a different model: Titan firm Hybrid King and a queen with no issues. It's currently been just over one year, and the Luxe mattress is deteriorating. (Titan by Brooklyn Bedding, n.d.), states on its website that this mattress should have "superior motion isolation, edge-to-edge support, and the most durable design on the market". However, this is false advertising as the Luxe mattress no longer has any motion isolation, no edge-to-edge support, and is not durable as I have only had this mattress for barely over a year. I am 140 pounds, and it does not support my weight on the sides of the mattress - it sags on the sides. The other two mattresses that were the firm hybrid had no issues and did have motion isolation and edge-to-edge support. I submitted a request on the Titan by Brooklyn Bedding website via the "contact us" option under customer care and had a follow-up email from a representative named **** stating that I could either file a warranty claim to get another Luxe mattress (no other models considered) or that Brooklyn Bedding can offer me a 35% discount off a new purchase. The issue is I do not want another Luxe mattress as it has major design flaws in durability, motion isolation, uneven distribution of support across the surface, and edge-to-edge support, and does not support my weight or my husband's. The other issue is they no longer sell the firm hybrid mattresses, only the Titan Plus or the Titan Plus Luxe. Due to the fraudulent advertising and no longer selling a quality product that supports their claims, I am requesting a full refund of $1,377.34.Titan by Brooklyn Bedding. (n.d.). Titan Plus Luxe. ******************************************************************

  

  Business response

  10/02/2023

  Hello, 

  We appreciate your feedback and concerns. We apologize for any inconvenience you've experienced. As mentioned in our previous communications, our warranty claim process is designed to assist customers with issues like yours. We've requested specific photos to evaluate the situation and recommend the most suitable solution.
  We understand your desire for a refund, but please note that our refund policy is tied to our 120-night sleep trial, which has expired in your case. However, we remain committed to addressing your concerns through our warranty process.

  
  To move forward, we kindly ask you to provide the requested photos as outlined in our warranty claim process. Once we receive this information, our team will thoroughly assess the situation and recommend an appropriate course of action. Your satisfaction is important to us, and we are eager to assist you within the framework of our warranty policies.
  Please send the requested photos to ********************************* and we will promptly review your case.

  
  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/23/2023, I ordered 2 mattresses for a total on $1,884.28. Five minutes after I made the purchase, I realized that the order wasn't listing the cooling surface, so I tried calling the company to make the addition. Their automated response, after saying they would connect me with customer service, said no one was available and to leave a message which I did. I also sent an email. It said I couldn't change the order, but I could cancel. To date I have received no info on tracking # or shipping. I want to cancel the order and have been unable to do so. They don't really provide a consumer with a form or any other way to cancel that I have been able to locate on their website, and they never answer the phone or call back. Everything is done by email. I really don't feel good about this company based on this experience. I have read the other complaints and they seem to be similar regarding their lack of customer service.

  

  Business response

  09/30/2023

  Hi, 

  We would like to extend our sincere apologies for any inconvenience you have experienced, and we appreciate your patience as we address your concerns. Our customers' satisfaction is our top priority, and we are committed to resolving this matter to your satisfaction.

  Upon reviewing your case, we see that you have raised several concerns regarding your order, including cancellations, returns, and communication. We want to address these issues individually to provide clarity and resolution.
  

  Cancellation Policy: We understand that you requested a cancellation for your order. As per our policy, cancellations are subject to specific terms and conditions. We are glad to confirm that we have reviewed your request and provided you with detailed information regarding our cancellation policy.
  

  Return Process: We want to assure you that your return request is being processed in accordance with our return policy. We are actively coordinating with ***** to confirm the return of your order. Once we receive confirmation from ***** that your order is on its way back to us, we will promptly proceed with processing your refund.
  

  Communication: We apologize if you have experienced delays in our response times. Our customer support team is working tirelessly to address a high volume of inquiries with limited staff. We appreciate your understanding during this time. Rest assured that we have been actively responding to each of your requests and concerns as they arise.

  We understand your frustration, and we genuinely want to make things right for you. Your patience is greatly appreciated, and we are committed to ensuring a swift resolution to your concerns.
  Please feel free to reach out to our customer support team if you have any additional questions or require further assistance. We are here to assist you every step of the way.

  Once again, we apologize for any inconvenience you have experienced. We are dedicated to providing you with the best possible service.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2015 I bought a mattress from them for around 850 dollars. I was in Absolute love with this mattress. After a few years of sleeping on it (I weigh 140 pounds) and it also not being used a lot as I was out of town a lot, I noticed a tilt on the mattress. And the middle not being as firm as it once was. I remembered I had a 10 year warranty so I called them and they exchanged it for me. When I received the new mattress I noticed it wasnt the same quality as my original mattress yet I was just happy to get that damaged bed replaced. Instantly sleeping on it wasnt right. But I gave it a chance. And kept sleeping on it and it became even worse than my first mattress with the sagging and dipping. So I called again and they recommended the plank mattress. This was supposed to be the firmest mattress in the market. It was supposed to not have any give. I even paid over 200 dollars more for the plank. It was advertised as a flat surface. This isnt a flat surface. It is soft and sinks. Again I weigh 140 and its like when I lay on it a giant, hammock, like crater forms. Almost like sleeping in a hammock. This has caused me so much anxiety, bed sores, headaches, and a bad back from moving around so much to get comfortable. *** asked them to simply give my money back for the plank and I want to move on from them. They have been no help. Have told me this mattress has no trail period since it was a warranty exchange (but I still paid extra for this one) yet they offered me a 35 percent discount on a new bed lol. Unreal

  

  Business response

  09/29/2023

  A final replacement option has been offered on 9/29. Awaiting customer to confirm shipping details. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled and purchased and adjustable king size bed from BB approximately 17 months ago. The right side no longer works (adjusts) and BB confirmed the bed is under warranty and gave me the number to their "warranty" department in *****. I started calling over a month ago speaking to someone different each time and every time was told there was no previous record of my calls and was told that someone would call within a couple of days. No phone calls where ever returned. I tried calling BB back and was hung up on. I checked their "warranty" department out and it appears this company - V Silver - has let all of their business licenses lapse. I cannot get anyone to help me and now it appears I will need to pay out of pocket to fix this issue. Their warranty department has promised multiple times to call back and to date - nothing. I am getting ready for yet another spinal procedure, stabilization, and I truly need this bed fixed.

  

  Business response

  09/07/2023

  WSilver is an independent company that builds and sells their adjustable bases to Brooklyn Bedding. Brooklyn Bedding management heard of this situation at 5:30 p.m. on 9/6/2023 from their retail store. Immediately the representative from WSilver was contacted. The salesperson contacted the customer back and assured that they would receive a call and contact from WSilver's customer service department and the sales representative for them. Brooklyn Bedding's management forwarded the customer's concern that was posted at 6:59 p.m. to the WSilver customer service representative. 

  On 9/7/2023 a.m., Brooklyn Bedding management followed up with WSilver to confirm receipt of the concerns. The WSilver customer service representative left a message with the customer at the phone number given by the customer. In addition, confirmation from the WSilver customer service department was sent to ********************** management confirming the receipt of the concern and that they would contact the customer today, 9/7/2023, to set up an appointment for a technician to go out and resolve the issue with the customer's adjustable bed.

   

  I assure you that Brooklyn Bedding and it's employees, both in the stores and in management, have taken every step possible up to this point once finding out about the situation on 9/6/2023. 

   

  Sincerely,

  Brooklyn Bedding

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a queen *** (****** Elite) in September 2021 from the Bell/14th Street location. When purchased, it was indicated to have a 120 night refund and a 10 year warranty. In May 2023, I started to notice a dipping sensation after having performed the 6 month rotation. I continued to have issues sleeping, including back pain and rotated it again the beginning of July with the same result. I contacted the store a week ago and spoke to *****, who was very rude and made it seem like its not his problem but scheduled a team to come out today (August 30). The team of 2 came, looked at the mattress and said it was definitely dipping, they took pictures and measurements and indicated someone would contact me in 3-5 days. ***** called me less than 2 hours later and said the dipping doesnt qualify for any further action by them and continued to insinuate it was a me problem and they would do nothing. I am not in a great financial situation currently and need to purchase a new mattress. I sincerely wanted to support a local business but this one is an absolute joke.

  

  Business response

  09/07/2023

  Being handled via showroom purchased from. 

  Customer response

  09/07/2023

  Showroom (************* & 14th Street) has done nothing to resolve this issue- they only indicated it wouldnt be covered under any warranty but the warranty was never provided in writing.

  

  Business response

  09/08/2023

  Hello,

  Your warranty should be on the back on your receipt, but we also list it on our website.

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

  Thanks,

  *****

  Customer response

  09/08/2023

  Mattress has been placed on flat floor (off frame & box) and the dips are deeper than when the techs came to measure. 

*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. ↩