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Complaint Details
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Initial Complaint
09/02/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered bed from Brooklyn-bedding in ***** based on the reviews I read and made in *******.Warranty 120 day risk free trial bed was great. Got bed in Dec 2020 slept great. I ordered the Artic Dreams Queen ** version has a coil system &6" and cooling.At the get go we slept great, but off the bat I told my husband there was NO cooling gel at all. Really a big deal, but was advertised and one of the reasons of purchased. FF about May I noticed my side hurting and it seemed the bed was "dipping" in the middle, my husband was telling me his side,back was bothering him as well and now both of us are having issues my hip. NOT good as I work I do lots of standing and can't afford my hip hurting when I'm sleeping. I forgot there was a 10 year warranty so I contacted them 8-5-21 and sent info toBrooklybedding.com I emailed them and I received email back wanting Order #,online, email.No response, ********* did not email me back after I sent info.Called and they told me they need pictures.
Business response
02/08/2022
We are working on refunding this customer. They should hear from someone on our team soon with more details about the refund process.Thank you!Initial Complaint
08/20/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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.Business response
08/30/2021
Hello,
I am sorry for the issues with the ***** delivery.
Your order has been refunded back to your original payment method.
Thanks,
*****Brooklyn Bedding
Customer response
08/30/2021
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
08/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.Business response
08/18/2021
Hello,
Thank you for reaching out to us. I am sorry to hear that you received a mattress with a foam core. We used to make the Elements Latex Mattress with a foam core, but about a month ago we had some supply chain issues with foam. The supply chain issues forced us to make the mattress with a pocket coil instead of foam. Long story short, is that you received an old version of the mattress that did not match the spec on our website and I am very sorry for that mistake. We have issued you a refund through our portal. As a family owned company that prides ourselves in quality and customer service it is never our intention to mislead a customer. We are happy to take care of your friend also if they would prefer a refund or get the hybrid version. Thanks, *****
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Get a QuoteCustomer Complaints Summary
69 total complaints in the last 3 years.
28 complaints closed in the last 12 months.