Brook + Wilde Reviews 2,517

Terrible experience with our firm Lux mattress. Whilst it was very comfortable to begin with, the mattress had lasted only just shy of 2 years before we noticed the firmness deteriorating significantly.

B+W accepted our claim on the guarantee 4 months ago and gave a 2 month delivery timeframe for the replacement. Now heading into month 5 and I’m no longer getting replies from customer service. Not impressed.

Total failure to either supply purchased goods, or to provide a refund. Terrible customer service [endless 'we'll get back to you' messages since Feb 23! - though they never do till chased]. Why is this allowed? Avoid.

COMPANY TO BE LIQUIDATED
Winding up order issued. Company has not issued me a refund from an order in April, I had to issue a charge back through my bank. Their phone line is dead and they do not respond to emails. Looks like they are still accepting orders though.

I ordered a mattress in may and received an email at the end of july saying sorry my order hasn't been delivered yet and the company are having financial difficulties. The email had no time frame for when i would get the mattress so i asked for a refund that day and they replied the next day saying i would get my refund in 14 working days its been a month and i still haven't gotten my refund and they wont reply to emails anymore. DO NOT BUY

The company won't fulfil the order. The director changed hands in June They say they are having delivery issues but they send that to everyone waiting. They promised a refund but it never happened. Luckily I paid via PayPal. I opened a dispute with PayPal and got my money refunded. I bought 2 the same day. I urge you to do the same before the company goes bankrupt.

couldn't supply what was ordered, then dont answer the phone, then answer emails and told me the refund would be with me in 14 days and now 4 weeks later still no refund, stay well clear and hopefully these clowns are going bust and wont be around much longer!

Awful company!! Do not buy a mattress from Brook and Wilde... mattress will dip and sag within weeks and when you try to contact them they don't reply. My back has been awful since sleeping on this mattress and my husband says the same, he has never had any issues with his back until now. Want to dump this mattress and just get something else but unfortunately spent £600 on it!

I purchased the Elite mattress and the Jermyn Ottoman bed frame from B+W a few months ago with high expectations, and unfortunately, my experience has been nothing short of a nightmare. Shortly after receiving the bed, I began to notice disturbing noises that only grew worse with each passing week. The situation became so dire that even a simple roll-over during sleep would jolt my partner awake. This was not the quality I expected from a company that initially seemed reputable and promising. My frustration compounded when I decided to address this issue by reaching out to their customer service team. Little did I know that this would mark the beginning of a drawn-out and maddening journey. Responses were delayed, generic, and barely scratched the surface of my concerns. It's disheartening to see the lack of attention and genuine care for a customer's distress. Adding to my dismay, I discovered that B+W has halted the sale of their beds. While this may be good news for potential future customers, it does nothing to alleviate my current situation. I am still left with a faulty and expensive bed that disrupts my sleep and my partner's comfort. It has been almost three months since I lodged my complaint, and I'm left without a solution. The lack of urgency and accountability in resolving this matter has left me feeling disrespected as a customer. It is ironic that the company has halted bed sales, yet I'm left dealing with the repercussions of their product's poor quality. I genuinely hope that my experience serves as a cautionary tale for others considering purchases from Brook+Wilde.

Currently taking peoples money - £thousands of ours! And then not delivering goods. They’re obviously going under. Do not buy!

An update like many I’ve filed a chargeback request. The company’s house gazette publication shows a wind up order was granted by the high court on August 9. File a chargeback with your bank or payment vendor. They are being wound up, but still liable for debt. Don’t delay!

Delivery went from 5 weeks to 30 weeks. Requested a refund nearly 2 months ago and haven't received it yet.

I also fell foul of this scam company and wrote about it a couple of months ago when I was still waiting for my mattress or a refund, neither of which were forthcoming. However I ordered my mattress via PayPal and contacted them. They were brilliant and after looking into this transaction, refunded my money which is safely back in my bank. I could go on but suffice to say that I totally agree with the now hundreds of disgruntled customers who have had their hard earned money taken from them without any chance of getting the item they ordered or their money back. What I can't believe is that Trustpilot are still giving them a 77% 5 star rating. How can this be ???? Please do NOT order from this lowlife company. In fact I will go to a proper bed outlet to be sure I get what I want.

Ordered a mattress on 22 May - 8 weeks delivery expected. It's now more than 12 weeks. First they said it was delivery chain problems, then they said it was financial challenges and they are working with their stakeholders. I've seen on the web that a creditor has issued an order against them for non-payment. They are still selling with a delivery expectation of 30 weeks now. They have shut down their phone lines and are not responding to emails. Looks like the company is going under and I'm issuing a chargeback from my credit card on grounds of non-delivery of goods and services!

A replacement mattress under the 200 night trial was promised as the medium was too firm for us. That was back in April 2023. Like other reviewers I have had the holding emails about logistic, and now financial issues. Although the mattress we received is well made it is not for us. Four months later I am left craving a decent nights sleep, my last email to them is unanswered and it appears I am not going to get my replacement anytime soon. I am extremely unhappy.

I strongly suggest everyone contact Companies House and also Trading Standards. B+W have taken many people's money, including my own, and delivered nothing in return. They also lie about this when emailing (if they email at all).

Much like other reviewers, I placed an order in May 2023 and several weeks later was told they had logistical issues and couldn't ship the mattress. Eventually I requested a refund in July and was told the refund had been processed, 1 month later the money hasn't been refunded. I have requested a chargeback from my credit card provider. They have withheld my cash for 3 months now, and are no longer responding to emails but you can still place orders on their site! DO NOT BUY!!

Feeling "extremely" let down - had such high hopes that there was going to be an "alignment" of life with a new mattress from B&W but it appears that any such alignment is currently being enjoyed / aligned elsewhere - possibly in Port de Soller, Mallorca - maybe that explains why no one at B&W is answering the phone ? Any hope of creating a life you might love with your new mattress is probably gone, gone, gone ...... In the meantime, its been reported in the Press that poor Conker Co. are at the High Court (check out the London Gazette CR-2023-003314) Guess we should wait and see what happens with Natici and the Sleep Outlet ..... marks out of 100 = 39

Same as everyone else. Five months and no sign of my mattress, continually fobbed off by claims of "delivery problems". Thankfully I paid through PayPal and got my money back.

Absolutely appalling company. They have had a large sum of my money since ordering their Perla mattress in April and all I have received in return is contradictory and ridiculous excuses. No sign of my mattress and no projected delivery estimate forthcoming, despite multiple requests. As a result I cancelled my order and requested a refund nearly a month ago. I was told this was actioned and I would receive the refund in 7-14 days, I have received nothing and all communication is now being ignored.
It’s madness that they are still allowed to accept new orders.

I see they have started a new company. both old and new company zero credit rating and showing as a high risk company.
I am waiting for a replacement mattress, but like everyone else, phone does not work and no reply from emails.
This will be the third time replacing our mattress, both other mattresses sagged within one month of delivery. Poor quality and looks now like a conn.