Brook + Wilde Sleep Reviews 211

Very quick delivery. Notified of time on day.

Delivery guys were awesome! Easiest delivery and GREAT mattress. Love that they took the mattress up (5 flights of stairs!!!), unboxed, took away packaging and old mattress. Even got a handshake. Your service is exceptional!

website was easy to navigate, excellent communication from this company leading up to delivery. Drivers were prompt, courteous and respectful of property. took my new mattress up to my room (they are extremely heavy)
Mattress looks and feels great and has a zipped cover you can take off and wash which i think is a great feature. only had it for a week so far but my husband and i have both noticed we are waking up in the morning without back pain, for the first time in many years. i have spinal degeneration and my hubby is overweight so we needed a good supportive mattress. so far we are extremely pleased with this company and its product.

The delivery people were professional and helpful, the mattresses have been very comfortable.
The experience was so good I ended up replacing all of our mattresses with Brook and Wilde.
A very nice touch was being asked by phone if I would write a review not bullied into it with repeated emails.
I would definitely recommend!

Feedback on Customer Service Experience

Dear Brook + Wilde Team,

I am extremely disappointed with how my case has been handled despite my repeated requests and attempts at negotiation. While I understand and respect your Terms & Conditions, I feel that my situation has not been given adequate consideration.

From the beginning, the support I received in selecting the right mattress was minimal. I was informed I could exchange the mattress once, but no further exchanges would be considered, regardless of circumstances. During my first attempt to exchange, I even proposed switching to a less expensive mattress, which was denied. I was ultimately left with another mattress from the same line, which unfortunately has turned out to be so uncomfortable that it’s nearly impossible to sleep on it.

Afterwards, I was told I could exchange the mattress again, but only after it was too late due to the trial period having been voided with the previous exchange. The result? I am left with an expensive mattress that I cannot use, and management has declined to engage directly or consider any exceptions.

The experience has left me thoroughly unsatisfied, and for a premium product, I expected a more tailored approach to ensure customer comfort. This rigid policy, particularly in cases where customers are genuinely struggling with the product, is disappointing. I sincerely hope management reconsiders how individual cases are handled in the future, as my experience has shown little to no flexibility in supporting customers who require further assistance.

Thank you for your time and attention.

Maciej Jachimowicz

Great mattress and lives up to expectations.
On-line Order process easy and straightforward
Delivery was notified in advance and kept to timings
People delivering took to the appropriate room and even removed shoes before entering premises.

Only negative is lead time for delivery and takes a couple of days for the "new smell" to disappear.

Prompt reply to emails but it took 20 working days for a refund instead of 14 days. Never had a refund processed been so slow.

Do not bother! Same company as Brook + Wild who went into liquidation. Their mattresses are shocking and they won’t honour the 10 year guarantee. Avoid, avoid, avoid!

Quick service, friendly delivery team, tracking info.provided, updates given and.mattress is great

Brook & Wilde Sleep, as they like to distinguish themselves, and Brooke & Wilde are technically speaking separate companies. However, this is only on paper. They dissolved their previous company due to supply chain issues (delays in mattresses being manufactured in Italy) and financial problems. Everything but their name is exactly the same so there is no doubt that customers will be subject to the same fraudulence again. Please don’t order from this company, there are so many good mattress manufacturers out there. I’m speaking as a victim of the previous “separate” company’s fraudulence, having lost just under £1,000. Their response has been “sorry, we’re a separate company now so we have no obligations towards you.”

So happy with my new bed the service was amazing too Highly recommend

The most comfortable mattress I've ever had

Amongst the best money I've ever spent.

Delivery and removal of old mattress was on time and smoothly done. The mattress itself is an absolute wonder, as a 100kg man of 52 who does a very physically demanding hobby I was really suffering from pressure pain on my hips in the morning and lower back problems.

Now I wake up pain free and feel so much better in the mornings!!

A 5 star mattress - love this brand!

I am also victim to a mattress purchase by the defunct company "Brook + Wilde". My mattress sags and does not dissipate heat. The new company, "Brook +Wilde Sleep" will not honour the 10-year guarantee. Yet the new company website still shows endorsements of their mattress for the previous company. So is this a new company or not? I hope others will learn from my mistake: do not trust a long-term guarantee from a brand new company.

Whilst I love the mattress, which I have only had for 2 years, there is an issue with the mattress protector that encases it. When I came to move house and use the handles on the mattress, they immediately ripped. Whilst the mattress is usable, it is damaged and can no longer be moved using said handles and the internal material is now exposed and therefore susceptible to more damage each time it is moved or the fitted sheet pulled underneath it.

I contacted Brook and Wilde to see if I could get a new cover, only to receive a standard 'new ownership' email. When I pointed out that whilst they might be new owners and I understood I was not technically one of their customers, I felt it peculiar that they took such a hard stance considering they were still selling the exact same product, with the exact same branding and historical customer reviews. Surely they would wish to offer some form of decent customer service to a client who actually wants to repurchase for their spare bed? But I have heard nothing since, which is over two weeks.

I have never complained before but was genuinely sad that the mattress I saved up for and considered an investment purchase, is now significantly damaged and will deteriorate much quicker.

All I need is a replacement zip cover to solve the issue!

Due to the appalling customer service I will not repurchase and have stopped recommending the mattress - which is a real shame as I genuinely was so please with it until now.

Product delivered as promised on the day given. I was called by driver with the eta. The mattress has been very comfortable for the few weeks I have had it. A bit spongey if you sit on the edge bit that's picking at straws. Happy customer.

Easy online purchase at a Good price.
Delivery was good and te old mattress taken away.

We’ve recently tried ‘several' brands of mattress, and had sincerely hoped this Brook + Wilde “soft” version we opted for, would be the last! It isn’t (for me) the hoped for comfort. I’m still experiencing aches in shoulders hips, although numb hands, seems to have abated!
This is obviously purely personal, everything about the mattress seems Ok, it’s just my feelings.

Absolute con with inferior products and meaningless guarantees. Avoid!

We purchase their top of the range mattress in 2022. Within 6 weeks it had sagged. It was replaced for the same and it sagged again within a matter of weeks. They replaced it with a cheaper model (and refunded the difference) but this mattress has now dipped and sagged beyond belief. It lasted just over 18month. I contacted them to change it to be told they have gone into receivership. The “new” company will therefore not honour any guarantee. As we bought it on a debit card we sadly have no consumer rights! I’m stuck with a crappy overpriced mattresses with no guarantee.

Ignore all the rave reviews from the big brands - clearly a PR spin to overshadow their shoddy product. Despite their claim that it’s a new company, they are still happy dining out on product reviews dated in 2021.

Do yourself a favour and spend your money with a company who can stand the test of time and honour the guarantees they promise.