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Business Profile

Furniture Stores

Brentwood Home

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    On February 18th, 2025, I purchased a Juniper full mattress and mattress protector totaling $653.31 (supposed after discounts). On February 25th (exactly a week later), I received the full mattress but not the protector. I reached out to their customer service for an update on the remaining item and keep being told they dont have a response from production. Its one thing to have a delay on an item, its another issue to not be upfront and provide a status update in a timely manner. It has been over *************************************** the meantime, I also realized that they sell the same exact mattress through ****** for less than half the price. As a ****** member, I find this highly upsetting, and ***** response? We unfortunately do not have control over that cost not are we able to price match. At this point, we are considering a refund on the entire order as no company with ethics would sell the same exact product to a big box retailer and turn around and drastically inflate their direct pricing to loyal customers. I can ship the mattress back under their comfort guarantee and repurchase from ****** and still save over $150, so why they wouldnt compensate for their negligence in regards to my unreceived product doesnt make sense to me, but I have truly seen their lack of care for the customer through these interactions.

  • Initial Complaint

    Date:02/24/2025

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a mattress on 2/9/25 and paid in full. It is beyond the promised delivery time. Today is 2/24/25. We tried to contact the company and havent been able to get any info and cannot get anyone on the phone. We used chat feature and they said someone would email us back after looking into our order and we never received an email. We tried requesting a call back from the company, as this is the only way to talk to a live person by phone, and they did not call us. No updated tracking and no answers from customer service.

    Business Response

    Date: 03/07/2025

    Hi ****,

    Thank you for reaching out!

    We are sincerely sorry that your mattress was delayed being shipped and also having trouble connecting with us.

    I do see that you were in communication with ******** from 2/19 - 2/26 regarding your order.

    When taking a closer look at your order, I see that your mattress was delivered on 2/28 per the tracking.

    Should you have any further questions or concerns we would be happy to assist.

    Sincerely,
    Brentwood Home 

  • Initial Complaint

    Date:02/19/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order ****** was marked as label created for shipping on 2/4 , but still says waiting pick up. Have emailed three times with no response. Attempted chat feature which just prompts to complete and additional email. No one answers the ******** like my purchase a a prompt refund.

    Business Response

    Date: 03/03/2025

    Hi *******,

    Thank you for reaching out!

    We are sincerely sorry to hear that you reached out 3 times with no reply along with your item being delayed with ****** We sadly do not have an incoming line at the moment, but you are always welcome to request a call back.

    I checked our email inbox and only see 1 email from you on February 18th regarding the tracking for your Wedge Pillow.

    Typically, tracking is generated when the item is prepared for shipment and scanned onto a trailer. However, at times, there may be delays due to volume before it moves from the initial trailer with ****** Currently, we are experiencing some longer than usual processing times from our facility in ******, which may have contributed to the delay. Our team is actively monitoring the situation.

    When taking a closer look at the tracking, we are seeing that it was delivered on February 20th.

    Should you have any further questions or concerns we would be happy to assist.

    Sincerely,
    Brentwood Home

  • Initial Complaint

    Date:12/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 bean bag chair from this company on December 3rd and there has been no communication since and now there is no way to contact the company live. I went to message them on Instagram and there is a whole list if comments from people who have no received their orders and cannot get in touch with the company. I assume this is a scam but I have no idea and I thought it was a legit company. Just trying to see how I can get my money back.

    Business Response

    Date: 03/19/2025

    Hi ******, 

    We apologize for our delayed reply and sincerely sorry for the delay of your Bean Bag. 

    I do see that you spoke with ***** regarding your order on December 20th and she sent over the tracking for the Bean Bag. We do see that the Bean Bag was delivered on 12/27/2024 per the ***** Tracking Number (283564073002). 

    If there is anything else we can assist you with please let us know. 

    Sincerely,

    Brentwood Home 

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased a dog bed cover on 8-24-2024. Money was taken out of our checking account through ****** on 8-27-2024. Item was to be shipped within 2 weeks. Nothing has been shipped notified company through email since they do not answer the phone, it rings once then hangs up. Returned email from a supposed customer service representative that must not be on sight probably remote home worker stated she would the notify company that I want a refund and she will let me know when it is being processed. That was last week and no response, we sent a other inquiring email no response.

  • Initial Complaint

    Date:09/10/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    **************** doesn't seem to exist. My order was placed and charged on 8/31/24 for $211.44 and continues to read as "unfulfilled". There's some excuse about a Fed-Ex problem on the site. I believe I've been scammed.

    Business Response

    Date: 03/19/2025

    Hello *****, 

    Thank you for reaching out and we are sincerely sorry for the delay in our reply. 

    When taking a closer look at your order, I do see that you were in communication with *** from September 10th - September 13th regarding the delay. We did send you a $25 gift card for the delay and ended up canceling and refunding the Body Pillow on the order on September 14th. The Leg Lift was delivered on September 14th per the ***** Tracking (279369262703). 

    Is there is anything else we can assist you with, please let us know. 

    Sincerely,

    Brentwood Home

  • Initial Complaint

    Date:08/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 the following (***************************************************************************************************) wedge pillow from Brentwood Home on July 9th, 2024. It has been a day short of a month and I still haven't received the product.

    Business Response

    Date: 03/10/2025

    Hi *****, 

    We are sincerely sorry for the delay in our reply and the delay of the arrival of your item. 

    When taking a closer look at your order, I do see that you were in communication with ****** from July 18th - 8/26 regard the delay of your order. 

    We do see that the Wedge Pillow arrived on August 30th. 

    Please let us know if there is anything else we can assist you with. 

    Sincerely, 

    Brentwood Home

  • Initial Complaint

    Date:10/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 for mattress on September 15th. Order has still not shipped. **************** rep told me on October 4th, it would ship out that day or latest by October 5th. It has not shipped out. Their policy is free cancellation until it has shipped out. I have called this company. They only have a recording that says someone will call you back in two business days. I have reached out via social media for a status update on my order and received no reply. I have also not been replied to on their chat. The chat says someone will reply within 20 minutes and that is also a lie. I believe this company is a scam or at the very least, has extremely horrible and non responsive customer service/ lack of being able to actually get in contact with them. I am needing to make sure I will receive a refund for order ****** and that I will not be subject to cancellation fees as their policy is you have to pay 15% cancellation after it ships and my request to cancel was before it shipped.

  • Initial Complaint

    Date:10/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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 was bait and switched. order# ****** I purchased a bamboo replacement mattress cover. Here-************************************************************************************************************** The description reads bamboo, the picture on their website shows the word bamboo on the mattress.The mattress cover they sent is 100% polyester.Their rep ************ PM | **** from Brentwood Home: Thank you for allowing me a moment to research... It appears that the product is polyester and does not contain bamboo at this time due to a product switch.01:03 PM | **** from Brentwood Home: Our product is as tagged and we do not offer the cover made with bamboo. The team has let me know that this is a product identifier in name only They've know about this for some time as you can see by the review here:**** W 1 star 07/25/2023 Terrible experience. I bought their "bamboo" mattress cover thinking it was made from bamboo fibers and "*********** Wool." When it arrived, the tag stated 100% polyester. Completely false advertising. Trying to get a refund or a return has been a hassle. I do not recommend purchasing anything from them.False advertising and at the very least quite misleading.The cover was installed.

  • Initial Complaint

    Date:05/24/2023

    Type:Product Issues
    Status:
    Unanswered
    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 been trying to return my mattress under Brentwood's 1 year sleep trial policy. They have refused to accept my return. Furthermore, I have offered to take the mattress to a local charity to donate it as per their policy but they refuse to accept this option as well. Their policy is not being honored and I need a full refund.

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