Complaints

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

close

Find a Location

Brooklyn Bedding has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/05/2023

  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.

  False description on the website I bought mattresses from Brooklyn Bedding before, and they were a 6 on the firmness scale. When I bought the Bloom mattress, it said on the website that it was also a 6 on the firmness scale. This gave me the confidence to buy it, knowing that the firmness would be just what we needed.Unfortunately, it is much softer than I expected, with very little support. Now I feel like I cannot trust the scale this company is using. In an online mattress store, I think it is essential that the description is correct. This company is using a deceptive/misleading description.I also sent pictures how much the matrasses sinks but they declined

  

  Business Response

  Date: 05/15/2023

  Customer has been contacted on 05/15 with a solution to the issue. 

• Initial Complaint

  Date:03/17/2023

  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.

  We bought a mattress from Brooklyn Bedding December 2021. We bought the Medium firm Aurora luxe. We had the bed only a week when we first reached out to their customer service, we were asking for a replacement with a firmer mattress under their 120 day trial. I emailed many times without a response, each time I called the phone number they hung up. After 3 months of trying I finally spoke with someone who explained to me how to get the replacement. I filled out the paperwork and sent it in with no response; I did several follow up emails with no response. Because we could not afford to buy another mattress we have been sleeping on this uncomfortable one for over a year. A few weeks ago we needed to move the mattress so we picked it up by its handles and the mattress ripped. I once again reached out this time the online chat worked and I spoke with someone about how to submit a warranty claim. I submitted the claim via email, no response. I called to followup on the email and it hung up on me. I was trying to just get the mattress replaced maybe with a firmer one (I was willing to work with the company on that) however since it has become such an issue to get to speak with anyone and we already had an issue with the trial at this point I would just like to be refunded my money so we can afford to buy a mattress that isn't injuring our backs.

  

  Business Response

  Date: 03/18/2023

  Submitted email to customer, waiting for response. 

• Initial Complaint

  Date:12/26/2022

  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 mattress from the Plank Mattress website, which is owned by Brooklyn Bedding on Dec. 22, 2021, order #PM-20316. In August of 2022, I reached out to the company due to the fact that the center of the mattress seemed to have some issues with the quality of the foam. The center of the bed tends to collapse under weight much easier than the rest of the mattress. This is a bit odd since I do not sleep in the center of the mattress. I have a tendency to sleep toward the edge of the mattress. The issue is that because the center collapses so easily, I end up rolling toward the middle of the mattress and then end up not sleeping well due to not being properly supported. I have been waking up with headaches and neck pain since this started occurring. To give you a bit of reference, I am 5'6" and 140lbs. I proceeded to submit a warranty claim and was denied. The warranty covers the following, 1. Defects or deterioration in the cell structure of the foam. 2. Defects resulting in splitting or cracking of the material despite normal usage and proper handling 3.Comfort impressions greater than 1 (one inch). 4.Sagging, if your mattress has been continuously supported by a foundation that provides minimal to no flex and features ample center support. This includes most platforms, slats, box spring foundations, and adjustable bases. My issue falls under 1 and 3. There is clearly an issue with the foam in the center of the mattress. I also provided a photo of a mattress impression that was at 1 inch. The warranty states deeper than an inch, however, this mattress is not even a year old and the rest of the mattress does not have any impression whatsoever. The most used part of the mattress which is near the edges does not have this dip. Given more time, this 1-inch impression will get worse, and I do not want to keep waking up with neck and headaches while the impression gets bad enough to fall under warranty. I have already purchased a replacement to get better sleep.

  

  Business Response

  Date: 12/27/2022

  Complaint has been addressed and a full refund has been issued to the original payment method. 

• Initial Complaint

  Date:12/07/2022

  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 mattress from the Plank Mattress website, which is owned by Brooklyn Bedding on Dec. 22, 2021, order #PM-20316. In August of 2022, I reached out to the company due to the fact that the center of the mattress seemed to have some issues with the quality of the foam. The center of the bed tends to collapse under weight much easier than the rest of the mattress. This is a bit odd since I do not sleep in the center of the mattress. I have a tendency to sleep toward the edge of the mattress. The issue is that because the center collapses so easily, I end up rolling toward the middle of the mattress and then end up not sleeping well due to not being properly supported. I have been waking up with headaches and neck pain since this started occurring. To give you a bit of reference, I am 5'6" and 140lbs. I proceeded to submit a warranty claim and was denied. The warranty covers the following, 1. Defects or deterioration in the cell structure of the foam.2. Defects resulting in splitting or cracking of the material despite normal usage and proper handling 3.Comfort impressions greater than 1 (one inch).4.Sagging, if your mattress has been continuously supported by a foundation that provides minimal to no flex and features ample center support. This includes most platforms, slats, box spring foundations, and adjustable bases.My issue falls under 1 and 3. There is clearly an issue with the foam in the center of the mattress. I also provided a photo of a mattress impression that was at 1 inch. The warranty states deeper than an inch, however, this mattress is not even a year old and the rest of the mattress does not have any impression whatsoever. The most used part of the mattress which is near the edges does not have this dip. Given more time, this 1-inch impression will get worse and I do not want to keep waking up with neck and headaches while the impression gets bad enough to fall under warranty. I have already purchased a replacement to get better sleep.

  

  Business Response

  Date: 12/16/2022

  followed up with customer -12/16

• Initial Complaint

  Date:12/05/2022

  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 originally paid $1365 for a plank luxe hybrid mattress on June 12th, 2022. The company claims that its mattresses are the "firmest, flattest, healthiest way to sleep" and as a person who suffers chronic back pain, I need a firm mattress. The luxe hybrid was too soft and they did allow me to exchange it for their classic foam plank mattress. Unfortunately, the new mattress did not include the 100 sleep trial of the first mattress. They continued the sleep trial from the delivery date of the first mattress instead of starting fresh. It takes ***** days for a mattress to fully break in. I had fewer than 60 days left on the sleep trial by the time the new bed arrived. I rotated the mattress every 4 weeks and then only 2 weeks the last rotation since it was already too soft for me to sleep on and I was waking ** in pain all throughout the night and struggling to walk in the morning the pain was so bad. It seemed apparent that after the mattress breaks in, it is no longer the "firmest, flattest, healthiest way to sleep". It's just a normal memory foam mattress. I should note that the bed is on a plywood platform on top of metal slats. It is fully supported and is not sagging in the least. I bought plywood specifically to put this mattress on since it is too thick for a boxspring. The company basically told me I'm out of luck since I'm beyond the 100 day trial period and if the mattress has no defects the warranty does not apply. The defect is the mattress is not as described. They duped me into believing I was receiving the "firmest mattress ever" with the claims on their website. It certainly is not if after 2.5 months it is too soft to sleep on.

  

  Business Response

  Date: 12/08/2022

  contacted customer 12/8- solved 

• Initial Complaint

  Date:11/28/2022

  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.

  ORDER #BB-126583 Ordered November 15, 2022 Received the signature hybrid mattress 11/22/22 this mattress feels like your laying on a cheap air mattress, the end of the mattress can be pushed all the way to the bottom and I slip off. When I sit on the mattress I am going way too deep. I am very disappointed with the quality and I want to return this mattress and I want to cancel the bed that has not shipped but I am not able to communicate with a person from Brooklyn Bedding company as you can only send an email. I have completely lost trust with this company.

  

  Business Response

  Date: 11/30/2022

  Issue has been resolved via email 
  customer will wait the required 30 days to start the return and we will have the second order cancelled. 

• Initial Complaint

  Date:10/21/2022

  Type:Delivery 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.

  Ordered bed and frame from this store. Total $5,121.70. Spent 2 hours in store going over options and policies. Understood the mattress and frame to be 100% returnable or exchanged once within 120 days.After 17 days, went to exchange mattress and frame and was told only the mattress is return/exchangeable.

  

  Business Response

  Date: 10/31/2022

  Hello,

  Our retail team will be connecting with the customer this week to set them up with a refund. If the customer would prefer, they can reach directly out to the store to set up a pickup of the mattress and a refund.

   

  Thanks,

  
  *****

  Customer Answer

  Date: 10/31/2022

  Thanks, *****, for responding. I would like to clarify in writing that you will be setting up a full refund of mattress and base for a full refund in the amount of $5,121.70 and will schedule a time to pick up both the mattress and base within the next 30 days. 

  Thanks,

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

• Initial Complaint

  Date:09/23/2022

  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 2nd Brooklyn Bedding Aurora mattress on 11/29/2021 for ******** order #BB-80509. We came back because we really liked our **********. The 2nd Aurora is different in construction and comfort. It is much firmer than the first mattress, no longer has the waterfall top which was not disclosed. The waterfall top is still in the video attached to mattress purchase page online. Most of the reviews are from versions purchased before critical design changes. They also deleted my negative review, probably others also since you can't find many. Much firmer, transfers all movement and you and your partner slide to the middle. Our 1st model was from May 2019 and the changes they made have the Aurora a completely different mattress. Our expectations were that we would get the same mattress, comfort and performance. We did not get that. BB support has admitted to multiple changes since we bought our first mattress. I've had accepted a support offer of an exchange of the mattress for a newer model after a 2 week back and forth then they stopped communicating.

  

  Business Response

  Date: 10/04/2022

  Hi ******, 

  Thank you for your feedback! 

  I apologize you're not totally satisfied with your second Brooklyn Bedding Mattress. 

  With that being said, it looks like our team was able to assist you via email with your warranty claim. 

  If you have any additional questions or feedback, you can respond directly to the agent you've been working with via our help desk.

   

  Best,

  The Brooklyn Bedding CX Team

   

• Initial Complaint

  Date:08/07/2022

  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.

  Transaction Number: BBI-***** Transaction Date: 05/25/2022 Amount Paid: $1289.10 Conducted warranty exchange on mattress and was given option to upgrade at cost listed above. Upgraded mattress was not suitable and we tried to exchange under Brooklyn Bedding's 120 night risk-free trial. Salesman, *******, was not sure how that worked given it involved a warranty exchange. He allegedly looked into the matter and informed us we could not exchange the mattress. He did not tell us this on the day of purchase, and it does not say this anywhere on the company's webiste or on the documentation of the exchange/upgrade. In fact, it mentions the risk free trial on the receipt. ******* then proceeded to lie and say he did tell us this on the day of the purchase. This is not true as we would not have spent the money knowing there was nothing we could do if the mattress didn't work out. ******* also blamed my wife and I for upgrading and not sticking with the previous mattress type. The business has not attempted to resolve the dispute, nor have they abided by their own guarantees.Brooklyn Bedding can resolve this problem by adhering to their own guarantees, providing a refund, and allowing my wife and I to receive the mattress type we had previously. Failure of Brooklyn Bedding to adequately resolve the issue will result in escalation to the consumer complaint and fraud division of the ******* **************************

  

  Business Response

  Date: 08/15/2022

  Brooklyn Bedding reached out to the customer, offered to have her return the ************************** for her original mattress she had purchased. In addition, Brooklyn Bedding refunded her the difference of the 2nd mattresses back to her.

   

  Brooklyn Bedding

• Initial Complaint

  Date:07/28/2022

  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 mattress from Brooklyn Bedding in 2016 (order *****). I contacted them in June, 2022 to inquire about a warranty claim. After sending pictures, they approved the warranty claim and offered to send a replacement of that same model out to **** asked if it would be possible for me to pay to upgrade to one of the new mattress models. I paid $736.31 to upgrade to their Aurora Hybrid mattress (BB-104680).Upon receiving the mattress, we immediately were concerned that it was not comfortable. I called, and they told me that I must try it for a minimum of 30 days before starting the return process.After 30 days, I emailed and told them that I wanted to return the mattress. I was told that since this was a warranty claim, there is no return allowed. In looking through correspondence, there was never any mention of this sale being final. I was told that all mattresses purchased come with a 120 night trial. They offered me 35% off if I wanted to buy another mattress. I have emailed and called and they have said that this decision is final. It is absurd to think that anyone would spend almost $750 for a mattress with no return allowed.

  

  Business Response

  Date: 07/29/2022

  Hello,

   

  We have processed your refund of the mattress. You can recycle or donate your current mattress as you desire. 

   

  Thank you

  Customer Answer

  Date: 07/29/2022

  
  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,
  
  *****************************