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

  
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  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:08/11/2025

  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 for 2,400$ with Brooklyn Bedding and made a return which they approved . In addition , Brooklyn came to pick up the mattress on July 10th, 2025 and havent refunded me the refund back yet . They approved the return and said its 100$ for a return fee so total amount due back is 2,300$ . Its been a month and they havent refunded me the money back . I have called many times and the call is always forward to a voicemail. I left multiple messages regarding the refund and havent heard from them . Its very hard to get a live person and no one ever answers the phone . Can you please reach out to Brooklyn Bedding on my behalf? I need the refund asap. The number I call is **************. This is the number that is listed on the internet. The return confirmation number I was given is- BB-******. If you have any question please call me. Thank you . ***** *********

  

  Business Response

  Date: 08/13/2025

  Dear *****, 
  
  Our sincere apologies for the delay. I've fully refunded your mattress purchase (including the $99 return fee) to your original payment method. I did attempt to give you a call but was forwarded to the front desk's voicemail. If you have any questions or need additional assistance please feel free to reply to this complaint. 
  
  Thanks so much. 

• Initial Complaint

  Date:08/04/2025

  Type:Delivery 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.

  Order placed on July 29, 2025. Order number: BB ********** of the items was delivered on August 1, 2025. The item and issue is the high-rise platform queen bed. The item arrived in a box that was undamaged.Upon opening the box, it was discovered there were no directions as to how to assemble the high-rise queen platform bed. Looking online, there wereno instructions online that this consumer could find. An attempt by this consumer to assemble the bed without instructions was not successful.The bed has eight brackets that appear to be necessary to attach to something in order for the legs to be stable. It would appear that the brackets attach on the exterior of the bedframe to an area that has a bolt and a nut. In order to make that attachment, the metal be bent. Because the consumer did not want to bend the metal and compromise the integrity of the metal and perhaps violate the warranty that was attached to the bedframe. The consumer attempted to contact Brooklyn bedding company. The phone number that is listed on the website and in all other communications and even on the Better Business Bureaus website did not answer. Attempts to obtain instructions on how to put the frame together through their online chat was similarly unsuccessful. In addition, several emails were sent through their online email system, which remained unanswered. The consumer also located their corporate headquarters telephone number which immediately went to voicemail.The company presents is not being responsive to consumer concerns, questions request for assistance. I would either like information on how to put the frame together or I would like my money back.

  

  Business Response

  Date: 08/04/2025

  Response to BBB Complaint Order #BB-267281
  Dear ******,
  First and foremost, I want to sincerely apologize for the frustration and inconvenience you've experienced especially considering how important it is for products to arrive complete and with clear instructions. I can completely understand how disappointing this situation must have been, and I truly regret the lack of timely support you've received while trying to resolve this issue.
  To make things right, Ive issued a full refund for both the high-rise platform queen bed and the brackets to your original payment method. You should see that reflected on your account shortly. If for any reason you do not, please let us know and well be happy to assist further.
  Additionally, *** reached out directly to our warehouse team to request assembly instructions and/or any available instructional videos from the product supplier. As soon as I receive that information, Ill send it your way immediately in case youd still like to use the item or donate it locally.
  Thank you again for your patience, and for giving us the opportunity to address this. Were actively working on improving our responsiveness and support processes, and your feedback is being taken seriously.
  Warm regards,

  Customer Answer

  Date: 08/04/2025

  
  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 would, however, like to speak with someone at the company. I invested quite a bit of money in a mattress that has yet to arrive, and am concerned that if theres a problem with the mattress, Ill have the same communication issues repeated.

  Regards,
  
  ****** *****
  
   

  
  

• Initial Complaint

  Date:07/25/2025

  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.

  BBB Complaint Summary:I am filing this complaint due to Brooklyn Bedding's failure to issue a refund for a returned mattress under their 120-night trial policy (Order #BB-254342).The timeline of events is as follows: June 26: I sent my initial email request to begin the return process. June 30 & July 1: After no response, I followed up via the automated phone system and the website's AI chat. July 14: The mattress was successfully picked up by the company's designated partner, Sharetown. July 21: With no refund issued, I attempted to contact customer service twice by phone (sent to voicemail after long holds) and once by live chat (waited 10 minutes, no agent responded). July 21: I sent a formal demand email with a resolution deadline of July 24. July 25: The deadline has passed with no response and no refund from Brooklyn Bedding.The company's own policy states refunds are processed in 3-4 business days. It has now been well over that period since my mattress was returned. I have made numerous good-faith efforts to resolve this directly, but the company has been unresponsive. Desired Resolution:I request the immediate processing of my full refund for the returned mattress, as per the terms of the company's return policy.

  

  Business Response

  Date: 07/25/2025

  Hello,
  Please accept our sincere apologies for the delayed response to your emails. Ive replied to your most recent message to confirm that your order (BB-254342) has been fully refunded.
  If theres anything else we can assist you with, please dont hesitate to reach out.
  Warm regards,

  Customer Answer

  Date: 07/27/2025

  I am rejecting this response because while the business has stated the order 'has been fully refunded,' this is not yet accurate. The action is not complete.
  

  I received a separate email directly from the company stating the refund was initiated but could take '3-10 business days' to appear in my account. As of today, the funds have not been received.
  

  I will consider this matter fully resolved and will gladly update my response to 'Accepted' as soon as the refund is actually credited to my account. Keeping this complaint open until the transaction is complete ensures transparency for the BBB process.

  

  Business Response

  Date: 08/04/2025

  Dear ***,
  
  Thank you for your patience.
  
  On July 25, 2025, we refunded $1,754.51 to your Mastercard ending in 3477. The authorization key for that transaction is: 88918050UE997801K.
  
  While reviewing your order today, I noticed the $99 return fee had not yet been refunded. Ive processed that refund today to the same card. The authorization key for this transaction is: 14432530XG687554B.
  
  If you do not see these refunds reflected on your account, we recommend contacting your card issuer and providing them with the authorization keys above they should be able to locate and confirm the transactions for you.
  
  Please dont hesitate to reach out if theres anything else we can help with.

  Customer Answer

  Date: 08/07/2025

  
  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:07/23/2025

  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.

  I ordered a double bed from Brooklyn Bedding & paid in full. It has not shipped in 10 days. I cannot speak to a human being, AI puts you on hold for 20min & hangs up. At this point I want to cancel but I cant. No human to talk to. Im out close to $700 for nothing.

  

  Business Response

  Date: 07/24/2025

  Dear *******,
  
  Our sincere apologies for the difficulty youve experienced reaching our customer support teamwere currently handling a high volume of inquiries following a very successful sale.
  
  Ive checked on your order, and based on our current production and shipping timelines, it is expected to ship within the next few business days.
  
  If youd prefer not to wait, please reply as soon as possible and Ill be happy to cancel the order and issue a full refund.
  
  Thank you so much for your patience, and please let me know how youd like to proceed.
  
  Warm regards,
  
  Cera *******

  Customer Answer

  Date: 07/24/2025

  I want a full refund immediately 

  

  Business Response

  Date: 07/25/2025

  Hello, 
  
  Your order has been cancelled and fully refunded. You will see this on your account within 3-5 business days. 
  
  Have a great weekend. 

• Initial Complaint

  Date:06/17/2025

  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 Brooklyn Beddings top of the line bed and mattress. Im a 100% disabled veteran who has a ****** that holds me upright due to back injury while in the military. I purchased the mattress with the bed in the ***********, AZ store I informed the salesman it was imperative that the mattress stays firm due to my back injury. The salesman assured me that the mattress I purchased was their top of the line with a ten year warranty. Five years latter it started collapsing causing me great pain in my back. I mades every warranty claims when I learned the callapse had to be greater than an inch and a half. They came out recently to measure again and this time my wife and I watched the measuring which in several places measured over two inches. They called me back and said "your almost there" call again in 90 days. That is what they said every time they measured it. I spoke with ****** on 6/13/2025 and he said he will have his supervisor call me on 6/16/2025 which never happened. My solution to this problem is they credit me for this mattress and I will pay the difference for their new upgrade mattress because the mattress they sold me has been discontinued I suspect due to its inferior quality.

• Initial Complaint

  Date:06/17/2025

  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.

  My complaint was resolved! I needed a shipping labep to be sent to me so i could return some sheets; i had tried emailing and calling but fould nit get thru to a live agent. It turns out they had emailed me with the shipping label - but jnstead of the email coming from Brooklyn Bedding, it came from a ******* econame in bold - and then in smaller lettering it did say Btooklyn Bedding. But all the other correspondence from the company came from "Brooklyn Bedding" ; so i missed the email sent in a timely fashion providing me with the return shipping label as requested. I would like to withdraw my complaint/bad review as the call i received today gave me full resoltion to my issues. Thank you Brooklyn Bedding!:

  

  Business Response

  Date: 06/18/2025

  Hello, We have resolved this with the customer.

  Thanks,

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

• Initial Complaint

  Date:04/01/2025

  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.

  11/29/2024 I purchased a Bear king mattress for a total of $2,019.39. On 12/11/24 I emailed saying my pillows never fluffed- no reply to date. Date: December 13, 2024 at 5:18:59PM CST Your request (*******) has been updated.**3/14/25, I requested information to start an exchange. A team member offered a topper, I accepted. No follow up or reply since. Ive sent multiple emails. They are running out the 120 night sleep window, it started 12/10/25 upon delivery. On Mar 21, Mar 24, Mar 27, and Mar 31 I followed up to no reply. #****** On Mar 14, 2025, at 5:29PM, **** wrote:?Yes, that will work. We can try the soft one since Im within my window. I didnt realize the celliant would work through that. What do you need from me? Thank you! On Mar 14, 2025, at 11:51AM, Ariane (Returns) ************************************ wrote:Your request (*******) has been updated. To add additional comments, reply to this email.Ariane (Bear)Mar 14, 2025, 2:50PM EDT Hi ****,Thanks for taking the time to reach out. Im sorry to hear your mattress isn't working out for you! If youd like, I'd be happy to send you a free plush topper to try.(deleted description)The topper is free and you'll still be able to return your mattress as long as youre within your 120-night sleep trial. Please note, the Celliant will work through the topper ???****************************************************** If youre interested in trying the plush topper, let me know and Ill place the order for you right away!Best,******, Customer Experience Manager

  

  Business Response

  Date: 04/07/2025

  We are resolving this directly with the customer. We are shipping out replacement pillows, a complimentary topper and extending the mattress trial for an additional 30 days. 

  Customer Answer

  Date: 04/07/2025

  
  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:02/20/2025

  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 the bear mattress company around 2020 year. The mattress is defective. I sent photos of measurements and a photo of how the edge sinks in when I am on it. Especially when I get up out of it at night, I just about fall. I made a complain back last year but was asked to do all these ridiculous things that were hard for me, I live alone. This year I reached out again to customer service and got nowhere. I have at least 26 emails in the last week. When you call the robot it will not put you through. 26 hangups, and if she puts you through to a agent the phone rings and then the recording says that no one can take your call try back later. last year I just gave up but with the constant pain to my neck , back and shoulders I cant take it anymore. I cant believe the company is so inconsiderate to their customers. Any email i got from them was a generic message claiming that I will hear from them within 24 hours , but that is false. I have all the emails. I am in a warranty and would appreciate if you would honor it. Prior to my mattress purchase I called and spoke to someone at bear when they did answer the phone , and made sure my new bed foundation was in their specs , it was a $700.00 dollar Casper bed foundation , and I was told that it meet their requirements. I also have my receipt . I uploaded many photos to bear previously with the BBB but was told it was a bad address. so they gave me this ****** mattress is well keeped with your mattress cover as well as mine, buy it sinks in. Please contact me at *********** so we can discuss as soon as possible.

  

  Business Response

  Date: 02/28/2025

  We have successfully resolved this matter directly with the customer and, as part of our commitment to honoring the warranty, **** offered a replacement mattress of their choice. We trust that this solution meets your expectations.

  Customer Answer

  Date: 03/01/2025

  
  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:02/20/2025

  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 King size mattress thru Brooklyn Bedding on Nov. 26, 2024. With the guarantee that if I was not satisfied I could return it after 30-days for a FULL refund. Mattress was delivered Dec. 2, 2024. Tried it and hated it and requested a return on Jan. 03, 2025. Received email telling me that no charity was available to take the mattress as part of how they do their returns. So I was given the option take it (Mattress) to a landfill for disposal. I did that and provided proof in pictures as the email requested to satisfy my return on Jan. 23, 2025 w/in the a lots time to do so per the email. I received emails from Sharetown and then Brooklyn Bedding saying they received my documentation and they were working on my refund. But to this day I have not received my refund to my CC and have not heard anything else from them. I have attempted to reach them by phone and email to no avail. It is now Feb. 10th and I still have no refund or informational contact from BB.Could you (Better Business Bureau ) help me get my refund, thank you!

  

  Business Response

  Date: 02/21/2025

  Refunded $99 return fee and emailed customer. Ticket ?#*******? 

  Customer Answer

  Date: 02/22/2025

  
  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:02/12/2025

  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 Bear Mattress and foundation in December. I do not need the foundation and requested a pickup and refund. They responded that I might take 3 weeks. I have heard nothing from them since . All contact is with AI. I asked to speak with a live agent and that request was ignored. I now want to make sure I can return both the mattress and the foundation for a refund before the 120 day deadline . Please help.

  

  Business Response

  Date: 02/28/2025

  Weve successfully addressed the matter directly with the customer. As part of the resolution, weve issued a partial refund for the mattress, as they have decided to keep it, and a full refund for the foundation.

  Customer Answer

  Date: 03/04/2025

  
  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,
  
  **** ******