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 has 14 locations, listed below.

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  Brooklyn Bedding

  5301 W Bethany Home Rd Glendale, AZ 85301-7753

  
• 

  Brooklyn Bedding

  20851 E Rittenhouse Rd Ste 106 Queen Creek, AZ 85142-4494

  
• 

  Brooklyn Bedding

  7480 W Bell Rd Ste 106 Glendale, AZ 85308-8533

  
• 

  Brooklyn Bedding

  8455 S Emerald Dr Tempe, AZ 85284-1063

  
• 

  Brooklyn Bedding

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

  

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:06/20/2024

  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.

  On 5/30/24, My husband and I purchased two twin XL mattresses with twin xl adjustable bases from ****** at the Tucson Brooklyn Bedding store (invoice and # attached). At NO time, were we informed the adjustable bases were non-refundable. We were also told the bases would easily fit into our existing frame. Moreover, we were told that Brooklyn Bedding "asks" not "requires" that customers give 30 days before initiating a return on mattresses, to give the body time to adjust. At the time of delivery on 6/14/24, the delivery crew set up the bases and mattresses. Once out, it was obvious that the adjustable bases wouldn't work in our bed without destroying it (confirmed with our company). We were NOT told this could be an issue and also that NO refund would be given on bases. I immediately called ******, while his crew was still at our house, to tell him that the bases were not fitting and that this is a huge problem. I also said we don't want the bases left like this. We also did not want the mattresses since none of the setup worked. I did not want the crew to leave, but they set up the bases, making the mattresses at a very high and unsafe height since they didn't fit, took a picture, and left. As they were leaving, ****** ensured us that we could still return the bases to the store (and they could likely use them as a display), but now the mattresses were "used." ****** said he would call his boss to iron out the details for a pick up of items likely on Friday, June 21st. He again never told us the bases were non refundable in these conversations. On Thursday, June 20th, ****** called my husband to tell us his boss said that we had to "keep the bases" and that they would get the mattresses in "30 days" per policy. We explained to ****** that he told us the policy wasn't that 30 days was "required, " but that they ask customers to wait 30 days while trying the new mattress. We aren't even able to use the mattresses/bases, so this shouldn't apply. We want a refund.

  

  Business Response

  Date: 09/24/2024

  Good morning.

   

  To update this concern with our customer:

  ********************** has tried repeatedly to set up pick up of all of the customer's merchandise and offer a full refund. As of today, 9/24/2024, the customer has decided to keep the (2) adjustable bases that they were concerned about and (1) of the mattresses originally purchased. Our delivery team and the customer have come to agreement that we will go to their home today, 9/24/204, and pick up and refund (1) of the twin extra long mattresses per their request. They will be keeping (1) of the mattresses and both adjustable bases originally purchased per their request. This information was updated to our Corporate offices by the original salesperson on 9/23/2024.

   

  Brooklyn Bedding

• Initial Complaint

  Date:05/17/2024

  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.

  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

  Date: 05/21/2024

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

  Customer Answer

  Date: 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

  Date:05/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/24/2024

  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.

  So I ordered a mattress that was from bed bath and beyond but made by Brooklyn bedding. And they a refusing to honor the 120 night sleep warranty that is on there beds. I would like to get this resolved because they are telling me that the warranty doesn't exist because I did not buy right from them. I want answers and my 120 night trail answers because sleeping on there bed is awful

  

  Business Response

  Date: 04/25/2024

  Hello, 

  Thank you for contacting us. We recommend reaching out to Bed, ****, and Beyond about their return policy. Each platform has a unique return policy and we are not able to override the policy of the platform. We are not able to refund your money directly because we do not have access to process refunds on each marketplace platforms. The refund must come directly from Bed, Bath, and Beyond.

  Thanks,

   

  Customer Answer

  Date: 04/25/2024

  they do not offer any sort of return om mattresses. I don't want a refund I more or less want a firmer mattress than the one we purchased. 

  

  Business Response

  Date: 04/26/2024

  In contact with customer- Ticket #*******

  Customer Answer

  Date: 05/01/2024

  They told me it would be resolved but I get no response back from ***** who I have communicated with about the issue. He did tell me they would send new bed out to me but I have no shipping or any conformation number that it's being processed

• Initial Complaint

  Date:04/11/2024

  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 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

  Date: 04/12/2024

  Followed up with customer through Zendesk 

  Customer Answer

  Date: 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

  Date:03/31/2024

  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.

  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

  Date: 04/08/2024

  Warranty approved- Ticket #*******

• Initial Complaint

  Date:03/28/2024

  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.

  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

  Date: 04/05/2024

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

• Initial Complaint

  Date:02/23/2024

  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.

  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

  Date: 02/24/2024

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

• Initial Complaint

  Date:02/02/2024

  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.

  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

  Date: 02/02/2024

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

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  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

  Date: 01/12/2024

  Order was cancelled 1/11/24.