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

  8698 E Raintree Dr Scottsdale, AZ 85260-2614

  
• 

  Brooklyn Bedding

  1355 E Florence Blvd Ste 113 Eleven Mile Corner, AZ 85122-5353

  
• 

  Brooklyn Bedding

  668 W Camelback Rd Phoenix, AZ 85013-2201

  
• 

  Brooklyn Bedding

  1275 E Bell Rd Ste 100 Phoenix, AZ 85022-3081

  

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:09/06/2023

  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.

  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

  Date: 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

  Date:08/30/2023

  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.

  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

  Date: 09/07/2023

  Being handled via showroom purchased from. 

  Customer Answer

  Date: 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

  Date: 09/08/2023

  Hello,

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

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

  Thanks,

  *****

  Customer Answer

  Date: 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. 

• Initial Complaint

  Date:08/28/2023

  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 7/12/2020, I purchased a Brooklyn Signature Hybrid from the Brooklyn Bedding website ******* Medium ********* Order #******) for $813.68. In May 2023, the mattress started to sag greatly, and a significant dent formed (even though we followed all of the product care guidelines). This gave my partner horrible back pain. When I contacted customer service, **** refused to honor the warranty based on the claim that the mattress dent wasnt large enough. The warranty states that defects or deterioration in the cell structure in the foam OR comfort impressions greater than 1 (one inch) are covered for 10 years after purchase. I told her on the phone that the cell structure of the foam had clearly deteriorated and that the warranty covers that. She still refused to honor the warranty and said that we didnt qualify. Brooklyn Bedding hasnt tried to resolve the problem and wont give us the replacement mattress were eligible for.

  

  Business Response

  Date: 08/28/2023

  We appreciate your feedback and understand your concerns. After carefully reviewing the photos and information provided, it appears that the issue you've experienced with the mattress does not fall within the parameters outlined in our warranty policy for a replacement.
  While we regret any inconvenience you've encountered, we remain committed to finding a solution that suits your comfort needs. We'd like to extend a sincere offer of a deeper discount on any of our mattresses. This way, you can explore alternative options that *** better meet your preferences.
  Please feel free to reach out to us if you'd like to discuss this further or take advantage of the discount offer. Your satisfaction is important to us, and we're here to help in any way we can. Thank you for your understanding.

  Customer Answer

  Date: 08/28/2023

  As I mentioned, my mattress clearly has "defects or deterioration in the cell
  structure of the foam". This is supposed to be covered by the
  warranty. Half of the mattress is completely unusable.

  

  Business Response

  Date: 08/29/2023

  Thank you again 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.
  
  However, we want to reassure you that your satisfaction is of the 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 Answer

  Date: 08/31/2023

  The mattress is has a dent on one side. The foam has deteriorated. This is covered by the warranty.

• Initial Complaint

  Date:08/22/2023

  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 May 2, 2022 I ordered a queen ********************** signature hybrid mattress - firm ORDER #BB-99696.I have slept on this mattress every night since its arrival - it is firm, supportive throughout the mattress including the sides- a good mattress and as advertised.On Sept 12, 2022 I ordered a full ********************** signature hybrid mattress - firm ORDER#BB-119560. This is the exact same mattress, with the exact same description advertised as my first mattress - only a full size. The mattress that I am addressing is the second mattress ordered. These are the facts that I have related to Brooklyn bedding through several emails. **I put this mattress in our guest bedroom on a foundation which meets the requirements for this company. Since last September it has been slept on a total of 6 times - all by normal weight people. 2 times by my 25 year old nephew, I tried it once, my mother once, and my daughter slept on it 2 nights. I had not tried the mattress prior to recently as I told the company. I assumed it was fine and should be the exact same mattress as the one that I sleep on every night. **During these few nights we have discovered that this is definitely not the same mattress as the first one I ordered, and it is definitely NOT a firm, supportive mattress. The issues we have discovered are: 1) the mattress is so soft that you sink into it and its hard to get out 2) it provides no support as if the coil system is no good 3) the edges are so soft and lacking in support that my 85 year old mother literally tried to get out of the bed and she slid out onto the floor - you almost go down to the bed frame when you get to the edge - its very dangerous. I sent pics. I will not let young or old sleep on it 4) it is a completely different bed than the other signature hybrid firm that I bought I sent 3 possible explanations to Brookly Bedding 1) they sent the wrong mattress (it wasn't a firm )2)the mattress was incorrectly labeled at the company 3) the mattress is defective

  

  Business Response

  Date: 10/06/2023

  Replacement and discount have been offered on 10/6/2023. 

• Initial Complaint

  Date:08/01/2023

  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 Brooklyn Signature Hybrid mattress from Brooklyn Bedding on 4/11/2021. It supposedly came with a 10 year warranty that spells out that any "comfort impressions" greater than 1 inch would result in a replacement mattress being issued. In just over two years, my mattress has a comfort impression that is greater than one inch. Whoever sleeps on that side of the mattress has noticeable back pain the next day and you can't move around while sleeping because you fall back into the dip of the mattress. I sent all requested documentation to Brooklyn Bedding and they refuse to honor their warranty. I put a string across the top of the mattress and showed the measurement of the dip to be almost two inches deep. At first they replied that they would not honor the warranty and that I should simply rotate the mattress. (We have rotated the mattress every 6 months.) Now they will only state that I do not qualify for a warranty replacement when I have sent in every photo requested. Very poor service, I feel like they just hire people to look over your photos and deny claims no matter. I'm not sure why they have a 10 year warranty when their mattress fails in about 2 years and they don't honor the warranty.

  

  Business Response

  Date: 08/01/2023

  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.
  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 Answer

  Date: 08/01/2023

   The warranty states that impressions larger than 1 inch will result in a mattress replacement. The dip is **** inches as demonstrated in the pictures sent in.

  

  Business Response

  Date: 08/02/2023

  Hello, 
  
  As discussed with our CX team ,We have the new order in for you (order BB-******) and we will have it sent out as soon as possible. Please keep in mind that it will need to go through the production process before it can be sent out. The new mattress has its own warranty, but no trial period.
   
  Please let us know if you have any questions or concerns.

  Customer Answer

  Date: 08/02/2023

  
  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:07/28/2023

  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 ordered a new mattress from Brooklyn Bedding in *******, ** on March 31st and the bed was delivered on April 15th. After waiting the 30 day break in period and still within the 120 Day Guarantee, I went back to the store to return the mattress for a firmer model. The former model was delivered on 5/22 and yet still, this mattress isnt suitable for us. I called the store on 7/28 to simply return the mattress, no exchange needed and was told that the mattress was a final sale and I could not do that because I had already exchanged it once. There was no signage in the store about this policy and nothing I signed or was provided, stated this policy. I emailed with the *************************** at corporate and they told me I need to work with the store, however the Store is not willing to refund me the money. After also reviewing the website thoroughly, there is nothing stated about this exchange/refund policy (********************************************************************************).

  

  Business Response

  Date: 08/10/2023

  Brooklyn Bedding has been in communication with the customer and has scheduled for his ********************** to be picked up.

  Once picked up, the customer will receive the full refund for his mattress purchase.

   Thank you,

  Brooklyn Bedding

  Customer Answer

  Date: 08/10/2023

  
  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. I appreciate the response centered on ***************** from **********************. 
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:07/12/2023

  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.

  brooklyn bedding invoice #BBI-48914 $1780.88 purchased a plank mattress from bb store on raintree. was told by salesman ***************************** that i had 120 days to break it in or return. mattress failed within month or so. went back to store beginning march '23 and returned mattress. salesman ***************************** said they had another brand that was better quality product. when i agreed to buy this model i ask about if it failed could i bring it back since the other one failed so quickly[ same as first visit]. salesman ***************************** did not say no or explain store policy that there is no return a second time. nowhere in the store are signs or paperwork posted explaining that policy. second mattress failed within a couple of months. so i called salesman ***************************** to start return but he told me i was out of luck. i told him i was not informed by him of the clause. he said 'he doesnt tell anybody this' since its on their website. i did not go on website but ordered directly through him. not online but in his store. he knew when i came in February that the sale would have cancelled then had he been honest about the return policy when asked. he omitted this to keep his sale/commission. seems like a deceptive sales practice all to keep a sale/commission.

  

  Business Response

  Date: 07/20/2023

  Brooklyn Bedding picked up mattress on 7/17/2023 per customer's request. 

  Refund for mattress was processed 7/20/2023.

   

  Sincerely,

  Brooklyn Bedding

   

   

  Customer Answer

  Date: 07/22/2023

  
  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:07/03/2023

  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.

  Let me preface this that we have had adjustable beds since the eighties.In June 2022 we bought an adjustable bed and mattresses from Brooklyn Bedding. After about 6 months mattresses became very lumpy where the higher head interacts with the bottom portion of the mattress. This is right where your lower back sits in the mattress..And the lumps were getting harder each month. We called and they sent out crews to take a look. We Questioned whether or not these mattress were made for an adjustable bed. They took pictures and measured. The said the have never seen a mattress do that before. They exchanged in May of this year. Now we have only slept on the new mattresses for less than 2 months and it now has big rolls in it again. Called, they sent people out. This crew said same thing never seen that before.Did not hear from them, I called and they said ****** would call on Thursday. It came and went. Our son was called on Monday by ******. Our son lives in NY. We live in Casa Grande. he told him that when the bed is flat there is no lumps so there is nothing they will do. If we wanted to sleep flat, we would not have purchased an adjustable bed.He also insinuated that we were lying to just trying to get a free upgrade. He said he would refer it to the manager. No response. We are both Seniors almost 80. We both have lower back issues, which we informed them of when we first purchased. They have good ratings on ****** and yelp but not from you maybe the ratings are not true ratings. Please can you help us, the lumps are getting bigger and harder.

  

  Business Response

  Date: 07/20/2023

  Brooklyn Bedding has had conversation with the customer.

  
  We have offered to replace the (2) mattresses with new ones of the same kind with no charges.

  Customer wants to upgrade to better ************************ with a smooth top for no additional charge. We have responded to the request by stating that they would have to pay only for the difference of retail price (including current promotional discounts) for each mattress and we would still waive the the delivery and installation charges.

  Sincerely,

  Brooklyn Bedding

   

   

• Initial Complaint

  Date:05/17/2023

  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.

  I purchased a ****** Luxe Queen size mattress on March 6th 2023. BBI-*****. The mattress felt great in the store. When delivered it was so hard I could not sleep on the mattress. I ordered a foam topper to help with softness. I was told by salesman to break in the mattress before returned. I tried for 2 months with no great results. I exchanged the Seona Luxe for a Heritage plush, which is the top of the line. I requested a floor model, which I believed would be broken in. I received the mattress and it so soft; I sink into the base. There is no support or structure to the mattress. I requested someone come out an examine the mattress. I send pictiures and videos to the salesman, who said he showed it to his district manager. there is nothing they are going to do, as this is my second return. I spend $3,300 for a mattress that feels like $100 purchase. It's junk!!.. They refuse to let me speak to District manager to explain situation. I have been dealing with this since March. I wake up with headaches, neck and back pain, this is not the way to do business. I want to be done with this problem. I am a senior citizen and have joint problems. I was reassured this was the right product for me.. I feel duped.

  

  Business Response

  Date: 05/17/2023

  The complaint has been forwarded over to the correct department/people to reach out to the customer for a solution. 

• Initial Complaint

  Date:05/06/2023

  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 ordered a mattress direct from Brooklyn bedding and returned it once I past the 30 day forced trial period due to discomfort and a decline in sleep. Brooklyn bedding provided a list of donation locations near me and left it on the customer to figure out the reststating a refund would be provided once a donation slip was emailed to them. I called the local Habitat for Humanity, a *****c non-profit, who used their truck and employees to pick up and haul away the mattress for resale. Brooklyn Bedding refunded me the price I paid for the mattress less $99 for pick up fees. They did not pass along the $99 to Habitat for Humanity and their customer service will not respond to my inquires to explain the pick up fee when they didnt do anything. This is a total scam on Brooklyn Beddings behalf. They are charging for a service that they then have a non-profit do but dont actually pass on the money, instead pocketing it and holding the unhappy customers responsible. I am seeking a $99 refund from Brooklyn Bedding to complete the return and refund or I would like proof of donation of $99 to ******** Montanas Habitat for Humanity. Order details:#BB-138440 Purchase Subtotal $1,119.30 Pickup Fee(s)-$99.00 Total Refund $1,020.30 USD Additionally, I want to ensure Brooklyn Bedding does not continue to pocket pick up fees while delegating the work to non-profits and their customers.

  

  Business Response

  Date: 05/15/2023

  Contacted customer 5/15, refund issued for $99 return fee.