Complaints

This profile includes complaints for Brooklyn Bedding's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brooklyn Bedding

  5301 W Bethany Home Rd Glendale, AZ 85301-7753

  
• 

  Brooklyn Bedding

  8455 S Emerald Dr Tempe, AZ 85284-1063

  
• 

  Brooklyn Bedding

  4360 E Main St Ste 103 Mesa, AZ 85205-8638

  
• 

  Brooklyn Bedding

  14155 W Bell Rd Ste 101 Surprise, AZ 85374-4186

  
• 

  Brooklyn Bedding

  2720 S Market St Ste 101 Gilbert, AZ 85295-1382

  

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.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  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
  
  
  
   
  

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  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.

  On Sept 30, 2024, I had my mattress returned/picked up by Sharetown. My receipt is attached. I would appreciate the credit back on my credit card. I supplied them with the receipt they require by email and am getting the run around on this. First, I read they have a 24 hour response time. Now I am told it is 2-3 days. Well it is past that now. As a side note, I purchased a different model to replace the one I returned. I am a senior on a fixed income and need the credit back on my card to pay my bill.

• Initial Complaint

  Date:09/23/2024

  Type:Sales and Advertising Issues
  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 Signature Hybrid mattress, soft, with a cooling pillow top for an additional $300.00. Brooklyn Bedding website indicates that the Signature Hybrid mattress is *****" tall and that the pillow top adds 2" to that height. The mattress received is *****" tall and does not appear to have the cooling pillow top, nor does it adequately displace body heat as represented. I have received multiple contradictory emails from Brooklyn Bedding after a significant delay in responding to my immediate notification that I had received the wrong product.

  

  Business Response

  Date: 09/25/2024

  This order is being returned.  Ticket #*******

  Customer Answer

  Date: 09/25/2024

  
  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:09/20/2024

  Type:Product Issues
  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 Plank mattress on 3 Jul 2024, as I saw it advertised as good for back sleepers. On 11 Ju II realized that I ordered the wrong mattress. I wanted the hybrid luxe model with coils and what I ordered was a all foam model. I emailed Brooklyn Bedding (BB) on 11 Jul to request to change the order to the hybrid model as I saw my order status still pending shipment. I received a note saying that due to heavy volume it may take some time to respond. ****, a BB comfort specialist, replied 13 Jul, saying that my order shipped 12 Jul, after I notified them but before she responded. She told me I can return the mattress once received. When I received it, I immediately requested the mailing label from BB to return the unopened box and took it to ***** the next day. I ordered the Plank Hybrid mattress as instructed and they refunded my original purchase once they received the first mattress.I slept on this hybrid mattress 30 days as BB says is the minimum before contacting them for any issues. The mattress was way too hard for me and caused me back pain, on both sides of the mattress (one side is less firm than the other).I emailed BB and requested to return this mattress and order one of their BB Signature Hybrid mattresses, which is rated a medium support that I now understand is what I need. I was denied saying this is my second return and only one return is allowed. I emailed back noting that this is the first mattress I slept on and the first return should not be considered since I did not use the mattress and requesting they honor their 120-night sleep trial on this second mattress that I did sleep on.**** denied my request since BB allows only one return and this was my request for a second return...but actually it would be an exchange in reality as I want to buy another one of their mattresses. I sent a follow up email to ask for a supervisor phone/email to contact and **** again responded with denial and not giving me supervisor information.

  

  Business Response

  Date: 09/25/2024

  Follow up will be sent- one time exception will be made. 
  

  Customer Answer

  Date: 09/26/2024

  
  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:09/17/2024

  Type:Service or Repair Issues
  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.

  We ordered a mattress from Bear Mattress July 15, 2024 on order ******. The mattress arrived and it was extremely firm but we decided to give it a full 30 days, per Bears policy, to see if it would break in and it did now. We experienced night after night of poor sleep and were tossing and turning all night. We decided to take advantage of ***** 120-night return policy and contacted them to initiate a return on August 27th. On August 30th, we received an email requesting information about why we were returning the mattress and we submitted the form and sent over the details the same day. We never heard back. I sent follow emails on 9/2, 9/8, 9/10, and 9/11 and I also left voicemails on 9/2, 9/5, and 9/10 and no one has responded to any of my attempts to complete the return.

  

  Business Response

  Date: 11/24/2024

  We sincerely apologize for the inconvenience caused during your recent experience with our removal team. Please know that we take your feedback seriously and strive to improve our services.
  As a resolution, a full refund for your order was issued on October 2, 2024. If you have any further questions or concerns, please do not hesitate to reach out to us.
  

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  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 placed an order from this company on Sept. 15th @ 10:00 AM. I received an email confirmation on Sept. 15th at 10:05 AM. The confirmation email stated that my item will ship within 5-7 days. On Sept. 16th at 07:26 AM I sent an email to the company requesting to cancel my order. I received an immediate reply stating they will reply to my email request with 24 hrs. On Sept 17th at 06:05 AM I received an email stating my order has shipped? I am asking for the company to email me a return shipping label. I want to return the item.

  

  Business Response

  Date: 09/21/2024

  Customers order was refunded  Ticket #*******

  Customer Answer

  Date: 09/21/2024

  
  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

  Date:09/09/2024

  Type:Product Issues
  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.

  Im filing a complaint about their $99 return fee. Their product didnt meet my expectations, yet theyre still charging me the fee. Its completely unfair. If they cant deliver a quality product, they should take responsibility and cover the return costs, not the customer.They advertise a "Risk-free" ********* trial, but hiding a $99 return fee in the fine print is deceptive. Some companies charge customers for returns, even with valid reasons, because they know their product wont meet expectations and will likely be returned. The $99 return fee is just a tactic to pressure customers into keeping their subpar product. If someone is determined to return it, at least they should get their $99 back.Their website is filled with 5-star ratings and positive reviews designed to mislead customers. These reviews are highly questionable, as they only allow the good ones to be displayed. There are 65 complaints (soon to be 66 with mine) here in ** filed in just three years. That speaks volumes about their business practices. Im sure many dissatisfied customers, like me, tried to submit a review on their site, but it was never posted.They have a poor-quality product and no right to charge customers a hefty return fee.

  

  Business Response

  Date: 09/21/2024

  I have refunded the $99 return fee and emailed the customer with this update. Ticket #*******
  
  

  Customer Answer

  Date: 09/21/2024

  
  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

  Date:09/03/2024

  Type:Product Issues
  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.

  Their online page stated 120 trial period bed didn't work for me put in for a refund, now they say there is a $99 return fee that wasn't disclosed on their add, tried calling several times & left messages & emailed a few times about my refund, then they just stopped replying anymore to calls or emails, very unprofessional as a company treating customers that way want my full return of $1008!

  

  Business Response

  Date: 09/21/2024

  Waived return fee and emailed customer with the update Ticket ?#*******?. Waiting for pick-up to be completed to refund the order.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  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.

  Placed my order with Bear Mattress based on the reviews found online that I am now learning are manufactured reviews, manufactured by Bear Mattress. My mattress came in within the time frame and I opened it and allowed it to expand. It has been over 2 weeks now, and it has not expanded the way it should, and looks absolutely nothing like the advertised picture shows. There is no plush top, its super flat, there is no edge support, I rolled right off the side of my bed in the middle of the night because the edge just gave way. I have reached out multiple times and tried multiple outlets as listed on Bear Mattress's site, with no response. I was able to get a text response that said they passed my message along to the appropriate team, keep an eye on my SMS for text updates, they will be in touch soon. No estimate on when a response will be provided, just an indefinite waiting period. I am still well within the 120 night trial, but I feel like they are going to keep putting this off until the end of that trial period.

  

  Business Response

  Date: 11/24/2024

  We wanted to clarify that we have not received any emails from you regarding your order. Please note that we respond to all emails within 24 business hours to ensure timely communication.
  To assist you, we have sent an email to the address associated with your order. Please review it at your earliest convenience, and we look forward to resolving this matter for you promptly.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  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 Titan Plus Luxe mattress on Jan. 17th of this year. We were happy with our purchase until recently when we noticed that there was significant sagging at the top right side of the mattress (where my pillow would rest). There must be some broken coils or something, because the sagging is pretty dramatic, and causes the bed to slope straight down at the top. I was more than happy to provide all the images and information that was requested of me when I contacted Titan regarding this issue. I was told that my warranty was void because of stains on the mattress.I had already explained that the stains are blood, as I suffered from a medical emergency in March that caused me to hemorrhage blood. This is - of course - unpreventable and unpredictable. It also has no bearing at all on the damage of this mattress and the problem I'm reporting to them.While it voids the warranty, I feel that the warranty is irrelevant if they have essentially sold me the mattress equivalent of a lemon. This mattress was broken in less than 7 months. That is so unacceptable. It's certainly unacceptable at $1600. I think the company should stand by it's product enough to replace my mattress. I don't know why it's broken already. If there was some sort of weakness or manufacturing flaw. What I do know though, is that this is the first time in my life a mattress has been broken in less than a year. I was told to basically kick rocks by customer service when I told them I wanted my case forwarded to a manager to deal with and that I would go to the BBB to resolve this if the manager could not. They simply would not forward my case to a manager. I am, appalled at this point that 1) I am having to do work to get this resolved, because it's pretty egregious that this mattress is broken in less than 7 months and 2) that the immediate response from the company was not, we are so sorry, that is unacceptable please let us replace ***** not call, email only

  

  Business Response

  Date: 09/21/2024

  Approved the warranty, request more information to continue with replacement. Ticket #*******

  Customer Answer

  Date: 09/21/2024

  
  Better Business Bureau:
  
  I have accepted the offer for them to send me a replacement mattress.  I have confirmed my shipping details with them per their request.  Thank you!
  
  Regards,
  
  ******* *****