Brook + Wilde Bewertungen 2 517

I purchased a mattress through the Brook and Wilde site over 3 months ago. They have now gone into liquidation and are traqding under the name of Brook and Wilde sleep. They have told me that they are not responsible for purchases before liquidation and cannot honour their obligations. AVOID AT ALL COSTS!

I purchased a mattress during the Black Friday sales lasy year, and it was delivered on January 6, 2023. We relocated and began using it on March 28. Unfortunately, I've been disappointed with the comfort level. It is an elite king-size medium-firm mattress and it has not met our expectations. When my husband and I sleep together, his side sinks, causing an uneven surface that slopes toward his side.
I didn't anticipate feeling my husband's movements so acutely when I bought this mattress.

I initiated a return request within the trial period. The customer service initially offered alternatives like an exchange or bedding voucher, but I insisted on a return. They agreed, mentioning another team would handle the collection. However, no one contacted me, and after reaching out again, I was informed of logistical issues causing delays. It has now been months, and no collection has been arranged. I wouldn't trust on the trial period of this company or expect a high quality matched with the prices.

Purchased December 2020; The Lux mattress, Firm £850. Order 13754. I thought it was too soft to be “firm” but ok. It’s heavy and we thought it was really good quality. Timely delivery and was to then a good service. However By December 2021, it had 2 permanent valleys where we lie and a ridge in the middle — and it was getting worse. We started rotating it. We bought extra slats in our bed to put thru the mid section for additional support. January 2023 we got in touch and they asked for photos. Photos not good enough, can they send someone to look at it? We’ve put it in the guest room and put back our 5-yr old £200 IKEA mattress back!

As with others - have ordered in March - 6 months later, still not delivered and they are not responding to emails. DO NOT buy from them!!!

I am now down £1600!! Ridiculous!

How can a company operate like this? They initially said there were some delays so we waited patiently, but they are now completely ignoring us!

Avoid, now in liquidation can not offer returns or mattress swap although they are still selling with these in place.

My mattress after two years is completely saggy, it gives us huge back pain and it's not worth wasting your money. The bed I also bought is also fairly bad quality for the money. Brooke and Wilde have dissolved their company and now called themselves 'Brook and Wilde Sleep' to get out the financial trouble they are in, and it doesn't look like my guarantee for the mattress will be upheld as they are ignoring my emails.

Feel utterly scammed!

Please also see Brook+Wilde Sleep (their relaunch company) and leave a review there also.

Wanted to return my mattress but the company has gone bust and relaunched as Brook+Wilde Sleep.

I now have a mattress that it so hard and uncofortable that I am stuck with. Avoid

An absolute disgrace! I ordered and paid for my mattress back in April this year, received 2 e-mails stating they were struggling to meet the demand and then there has been no response to my e-mails for the past 2 months at all. Now seems like the company has changed contact details and is still trading!! Avoid at all costs. I'm £600 out of pocket with no means of contacting them.

I ordered on the 4th of April this year and with constant delivery weeks changing from 4 weeks to 6weeks to 30 weeks I was still waiting for my order. I have checked my sign in a few times for updates and emailed and tried to phone the number on the website with no response. Last email in June explained there was a problem with delivery suppliers but the matress was ready and i would receive a text when it went out for dispatch. I then received an email 5 days ago (september) in my spam folder saying sorry for your experience and your cancelled order which I didn't cancel. I have not received my money back or the mattress the email also stated I wouldn't be entitled to my money back as the company went into liquidation..I have done some research and have found out that the company has renamed themselves numerous times over the years and if they were in liquidation there would be an administrator appointed to contact all customers that were still awaiting paid mattresses..how do these people live with themselves knowing they are ripping off hundreds of people of their hard earned money?! Sickening..

My Lux mattress started sagging after about 18 months, rang up to complain and was told an independent mattress company would call and assess it. That was 30th of June 23 , heard nothing. Then read they have gone into liquidation. Nightmare. Stay away 🤬🤬🤬🤬🤬🤬

Absolutely disgusting people who run this company. Brook & Wilde Ltd were put into liquidation and then they established a new company called Brook & Wilde Sleep Ltd. How is this not theft? The theft is from the credit card companies who will have to pay the customers (like us) through the Consumer Credit Act 1974. The old website even redirects to the new one! Surely none of this is legal?

SCAM - avoid this company like the plague. The mattress arrived was meant to be medium but was rock hard and was giving me and my partner a bad back.

A return and refund was agreed 3 months ago and it’s been delays and excuses ever since.

We’ve had to buy a new mattress in the meantime as the one we have is horrific. And we just have a practically brand new mattress sitting in our hallway as they now ignore all calls and emails.

Ordered a mattress early March with around a 10 week delivery timeline. Agreed a delivery date of 31 May. On the day no communication received from the delivery company, and after phoning advised they had not received the mattress from Brook & Wilde. From there there was initially quick feedback - issue with couriers, however we were continually being fobbed off. Come late July we received one last email then radio silence. Credit charge back initiated - as it’s obvious that a mattress will never be delivered.

If you were provided with a delivery date beware there may be a timeframe your card provider may operate for chargebacks.

I have received a refund from my bank via chargeback. Also received this message on LinkedIn from the director today:

The business was forced into compulsory liquidation by a supplier following a legal dispute.

You will need to contact your credit card company and request a charge back.

Apologies, this is now out of our control unfortunately.

Regards Jonathan

It’s taken him 3 months to reply to my message!!

AVOID!!

Zero stars, attempted to return within my 200 day trial as began to sink and cause pain, after multiple emails I’ve been told the company has been taken over and the will refuse to accept any old customer issues or warranty claims. Complete unacceptable and will be attempting to take further action. Not good enough, they still offer the same trial and just want people to buy another when I should be entitled to return for replacement or a refund in full. Need to start taking responsibility as the poor reviews will not be good for them.

Do not deal with this company, they are not to be trusted. They take your money, but never delivered the mattress.

If there was an option for 0 stars this would be the case. We ordered a mattress in March 2023 with a 6 week delivery time, their website then seemed to constantly increase their delivery time! We emailed a few times and they replied with blanket responses, saying they were having delivery issues etc. We were told our mattress is made but they were waiting for someone to deliver it. Yet still 6 months later no mattress! Yesterday we received an email stating they have changed their name to Brook & Wild Sleep and cannot complete any previous orders or claims! And then they suggest we ordered another one from them!! Absolutely fuming! Stay away from this company and any new names they might come up with!

Avoid at all costs! Ordered a sofa in June last year. After a 4 month wait I got the wrong colour sofa with a promise a 6 week redelivery of the right colour. This turned to another 4 months and then the sofa was the wrong corner sofa. Numerous attempts to contact the customer service has resulted in silence.
Appalling customer service. I’m now living with the wrong sofa which was far from cheap. No refund. Not the product I wanted. Not a single peep of a solution.

Do not touch this company or whatever brand it turns to next. You will absolutely have the worst time imaginable. Seek something elsewhere.

Spent hours researching company and went with Brook & Wilde as they were British and well reviewed however i ordered our mattress back in February and we're still waiting on delivery.

Shocking customer service, i've emailed numerous times without any reply. Out of pocked as cannot get hold of anyone to get a refund. Now having to contact credit card company to try and get the money back.

I had the same experience as recent reviewers.
Promised delivery in 10 weeks.
Initial excuse, waiting for material supplies.
Next excuse, difficulties with their delivery partners, on going for 2 months.
Phone line always engaged. I had it tested and not disconnected.
Cancelled, refund promised within 2 weeks. NOTHING.
Emails not responded to.
Original order 10th April 2023.
Thank goodness I paid through PayPal, refund received
13th August 2023. 4 months of stress.
Sad, their much earlier reviews were what encouraged me to order from them.