Brook + Wilde
Mattress store Brook + Wilde, 5 St John's Ln, London EC1M 4BH, United Kingdom:
43 reviews
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Address: 5 St John's Ln, London EC1M 4BH, United Kingdom
Website: brookandwilde.com
Phone number: +44 808 169 9070
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Latitude: 51.5209503Longitude: -0.1021997
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reviews
Niccole Chandler
I have this Hibrid mattress for a year and its the best mattress I ever had. I recommend. Its very confortable, not too hard not too soft , perfect.
1 month ago
Cesar Martinez
I highly recommend Brook and Wilde to everyone. I purchased the Elite mattress in Extra Firm and it was exactly what I wanted. You can tell it’s high quality as soon as it starts to expand and I’ve been sleeping on it for over a month now and can honestly say I’ve been having the best nights sleep ever !!
I want to say a massive thank you to Zachary and Ellie at customer services for being so helpful and responding to me quickly and efficiently even when I was asking so many questions they were patient and helped me pick the right mattress. They honestly have been brilliant. This company is a breath of fresh air and if you can’t decide which company to go with, you can’t go wrong with Brook and Wilde.
5 months ago
Shafi Muxammad
Mattress of good quality, far better than some more expensive. Best mattress in a box tried so far. Unfortunately level of firmness not suited to us both. No fault of mattress just our foibles. Customer service is excellent so fully recommend.
6 months ago
charles shull
Ordered online and delivery within the timescale they had stated. The divan is good quality and so is the mattress which comes with a returns policy and also a 10 year guarantee. One of the plastic feet were damaged and this was promptly rectified and replacements sent. Brilliant.
5 months ago
R O
Firstly I would like to say they have the best ever Customer Support Team. Lewis and team were divine to deal with. A breath of fresh air! I initially rang for some advice as we had not ever bought a Mattress on line let alone the type B&W sell. We previously bought the very expensive top range Vispring range from a retailer. Nightmare! Anyhow back to B&W. After great deliberation with Lewis (sorry Lewis if I was an absolute pain) we took the plunge and thank god we did. Heaven! We bought an B&W Elite Medium Super Kingsize mattress. Best sleep we have had in years. Can’t recommend enough. Oh and by the way Lewis arranged a great delivery for us, and the delivery guys Steve and his mate, went beyond to help us changing over the existing mattress with the new one. Thank you and we trust this company to do really well. Please B&W don’t change your ways as YOU HAVE A GREAT TEAM WITH A SUPERB PRODUCT.
5 months ago
Shekhar Rana
Excellent communication regarding the delivery date and the time it would be here. The mattress is extremely comfortable and suited to what I needed. Would highly recommend!
5 months ago
Carol Langendoen
If I could review the mattress and customer service separately I would... LEWIS in customer service was very helpful and supportive, he dealt with my order efficiently and organized collection and refund as promised, 5* to you. However, the mattress arrived in a damaged, plain box and was in a dirty plastic bag, cable tied not sealed. I was so disappointed having spent ages researching mattresses online. I decided not to even open the bag as it looked like it had already been used, 1* for the mattress. Sadly, I cannot comment on how comfortable B&W mattresses are... they are probably comfortable. Collection and delivery men were very nice.
7 months ago
Bethany
Exceptional quality, I’ve tested multiple brands of bed mattress and the Elite from Brook & Wilde is by far the best and most comfortable, I hate getting too hot at night but this mattress has eliminated that problem!
I was really pleased with the COVID measures that were put in place to protect me and my family when our mattress was delivered, full PPE, exceptionally friendly and left nothing to chance.
HIGHLY RECOMMENDED
4 months ago
Joepsh A
Delivery service they use is absolutely useless - my two mattresses have failed delivery twice so far. What is a good mattress if you can’t even have it delivered?
1 month ago
sarah brown
Amazing products! honestly the best sleep ive had in years! if I could give more stars I would!
3 months ago
Emily Blossom
I have to say this has become the most uncomfortable mattress I have ever slept on and I've slept in hostels while backpacking. I'm so disappointed that we wasted so much money on something so terrible. The 100 day return sounds like no risk but in fact when you're 130 or so days in that's when the problems start. The mattress is sinking in the middle and it's impossible to get a good night's sleep, waking up with back and hips pain that we never had before. To make sure it was the mattress I moved to the spare room and slept on the bed and mattress we bought from Groupon about 7 years ago and had a much better sleep, with no aches or pains. Save your money and do not buy the Brook + Wilde Lux mattress.
4 months ago
Keri Bruggink
This review is to comment and commend on the customer service of this company. Had the mattress delivered yesterday and the crew refused to put it on the bed. As such I wrote an email back saying I need to return the item. Lewis and Ellie from the company were truly professional and emailed me straightaway. Eleonor on the phone resolved it in the most satisfying and dignified manner. She sorted out for someone to come to my place on a Saturday (!!) and place the mattress on the bed while moving away the current mattress to the disposal room on the ground floor for no extra charge. They also volunteered to send 2 cooling pillows on the post and apologised for the crew's attitude as it is company policy to assist clients with unpacking and placing on the bed. I was relieved and totally satisfied by being dealt as a decent human being with genuine feedback. Breath of fresh air. Haven't tried the mattress yet , but if their customer service professionalism is anything to go by, then I can't wait for my bedtime ! Wish them all the best, this is the sort of companies I want to support.
8 months ago
Andres Valencia
Ordered on line
They were amazing company ,initially waited for our new mattress few weeks as advised when ordered.
We ordered the medium lux as our old mattress was firm ,we wanted something softer.
The delivery guys were really helpful and polite unwrapped Placed it on the bed ,fascinating how it then plumps itself up in a matter of hours .it was very sleek looking a lovely finish .
They
took the rubbish and old mattress
Any way after less than a week we decided this wasn’t soft enough.
We emailed the company,who replied straight away and advised us we should at least give it 30 days to adjust.
Few days later we were still not feeling comfortable with the firmness of the mattress We emailed to say under the 100 days please could we change it for the soft one .
No quibble within 4 days the replacement arrived - exceptional service hassle free absolutely 1 st class .
The new mattress after a couple days is heaven just sink and snuggle yes like being on a fluffy cloud
Best nights sleep We have ever had in a very long time
8 months ago
Jaime Naughton
I ordered the elite matress in extra firm and its amazing. My husband and I suffered from aches in our lower backs with our old matress and thought it was time to get a new one. First we tried the emma out and were both very disappointed as we found the emma to be too soft and extremely hot... After more searching I came across Brooke +wilde and thank god I did.. The elite is stunning and with the extra firm it not only provides support but it is sooooooo comfortable... Worth every penny!
3 months ago
roli osagie
I absolutely recommend Brook and Wilde. Very good quality products and customer service. I bought two mattresses, two pillows and one duvet.
4 months ago
Jacob Darling
Couldn’t be comfier....
Received my Brook and Wilde mattress last week, and I have to say I’m very happy (and comfy)
It was delivered within the time frame they gave me, and is yet to disappoint. It’s the comfiest mattress I’ve ever had. I’m generally quite a hot person, so saw that this was cooling memory foam, and haven’t seemed to had that issue since it came! Absolute winner!
I spoke to their customer service to see if everything was being delivered on time because of Covid and they reassured me it would be delivered within the time frame, and lo and behold it did!!
7 months ago
Julie Brown
Absolutely amazing mattress. I ordered Super King Elite mattress with medium firmness and I have never slept on anything comfier. They even sent me a gift for a slight delay in shipping even though they delivered within their committed timeframe. This was way better than expected in the current situation. I would highly recommend them.
7 months ago
Jamie Gottshall
I am very confused by the bad reviews as the customer service for this company is incredible. They have responded to emails even at the weekend, always promptly and always helpfully.
I ordered a mattress and asked for delivery to be delayed until a specific date and it was dealt with perfectly. The mattress is exactly as described and I have zero complaints.
I always read reviews but take the bad ones with a pinch of salt. People like to complain!
6 months ago
paull obrien
Brought the elite in soft Brooke and Wilde mattress
Love it
1 month ago
Paula Seavey
Very disappointed with this company as had such high expectations. I also wish I'd gone to my previous high street store who ordered a made to order mattress for me in the past offering an excellent all round service.
It would appear that once you've paid your cash this company disappear into the ether, they ignore your calls and your emails.
Well my 100 days aren't over yet and I have an excellent legal team to call upon.
8 months ago
JL Vargas
One star, and that's being generous, have phoned, and left messages and emails, but no replies. just got fed up, considering the competition, there are so many other company's providing Hybrid Mattresses, you would think you need to be on the ball. Cancelled my order
9 months ago
Dylan Campbell
They take your cash in a flash but won't give it back! Soft version isn't soft so returned. They say 7-14 days for refund but 18 days later still being fobbed off with lame emails (they don't answer the phone). No idea when/if I'll get my money back?....
6 months ago
Zac Lowder
I presume most of the good reviews of this are from people who have not tried a decent mattress before. The mattress is standard, not anywhere near what it should be at these prices. Returned mine with a week, after waiting 8 weeks for delivery, and am still waiting for my return, which if I hadn't chased obsessively they would not have paid back. - Poor service, Poor matress, Brooke & Wilde 'Never again'. Stick with the Pro's.
2 weeks ago
Nate Ganus
I would like to give Brook & Wilde 0 stars. I ordered a mattress from this company 3 weeks ago and have been left in the dark as to where my mattress is. I have tried to email the company and have received no response. I have spoken to several members of their customer service team to be told they currently have no stock and will ‘probably receive some in the next few weeks’. After reading several customer reviews that sound alarmingly similar to my own (that have now been deleted), I requested to cancel my order and receive a refund. I was told I would receive a cancellation email - I didn’t. I was then told I would be called back to discuss my refund by the end of the day - I wasn’t. I now have no refund and no mattress. Terrible experience. For peace of mind, please don’t order from this company.
3 months ago
laxman karateschool
Customer service is a little slow to respond to emails and calls but once they do get involved they resolve issues promptly. We had an issue with the delivery of our bed but they have thrown in a pair of pillows as compensation. So great customer service when there is an issue!
As for the bed, I've just got it today so will update my review once I've used it.
11 months ago
Kimberly Graves
After reading a lot of negative reviews I was very wary about ordering a mattress from Brook+Wilde but after speaking to their customer services I was reassured that although they had had a lot of problems during lockdown they were getting back to normal so after being offered a pair of pillows if I placed an order with them I decided to go ahead. I did have a problem with their delivery company who did not turn up on the day they were supposed to come but it was delivered 2 days later & Brook+Wilde added a duvet as an apology. My Elite mattress (medium) came well within the time frame given & so far it is perfect & I would strongly recommend to others. I did not realize how uncomfortable my old mattress was until I got my new one - it is like sleeping on air!
8 months ago
Maryam Sy
Tried all the competitor brands and in my experience the Lux Medium was by far the best, also the service i received was the best i have ever encountered from any company!
9 months ago
Jacky Jackson
Trying to up their stars. It's not their fault about covid. It's a communication error yes and wish them back on their feet in no time. My mattress just arrived and is still 'de-puffing'
Hope it will be comfy with my back issues.
9 months ago
Jacob Lulu
I have phoned, and left messages and emails, but no replies. We are extremely concerned as we have ordered and paid for a mattress. But need to discuss the VAT as we are VAT exempt. This is not only very worrying but possibly casing a lot of unnecessary anxiety. Does this company really exist?
1 week ago
Katharine Maller
Wonderful mattress, hassle-free and on-time delivery and helpful customer service. Couldn't ask for anything else!
9 months ago
Mike L
I ordered during lockdown and although there was a delay on delivery (Covid-19 related), the mattress arrived last week and we’re so happy with the purchase. It’s a brilliant mattress. I’ve struggled with restless sleep for 10 years and suddenly I’m sleeping for hours on end! Thank you. If you are debating whether to use this company, I’d say go for it.
I actually found that contrary to what some say about customer service, the online resource was quite good and I even got a call from the boss of the company too to help smooth over the delay.
11 months ago
SolarCosmonaut
After many delays, all due to Covid but generally poorly communicated (I did a lot of chasing, and received a free duvet and a fancy candle by way of apologies) the mattress has arrived and is wonderful. All the recent poor reviews have been down to Covid supply chain failures, and hopefully they have learnt their lesson about customer service. 5 stars for the mattress, 3 stars for service as they did respond when I pestered.
3 months ago
andrei mihai
I ordered a mattress from Brook and Wild 6 weeks ago. Went for soft as I have shoulder pain. The mattress delivery was easy to schedule and after 6 weeks I can safely say this mattress has significantly improved my quality of life. For the first time in many years I am sleeping really well. I don't generally review products, but this company warrants it.
4 months ago
NOVENS BAZILE
Terrible experience and no refund processed until a Visa chargeback was opened.
Ridiculous delays in order and no communication even when factoring in Covid - 19
Also beware, company has been flagging negative reviews for removal on Trust advisor so do NOT trust the 5* reviews on there!
11 months ago
Carla Orosz
Mine experience similar to others no response waiting still after more than 7 weeks, call center just takes a message because no one is there and no response to emails. trying to get someone to talk to so I can cancel the order
10 months ago
Sunita Sukhu
As the previous review says if I could give 0 stars to Brook+Wilde I would.
I ordered a mattress 5 weeks ago from Brook+Wilde as they had a note on their website stating they are still delivering as normal within 3 weeks despite the Covid situation.
After 3 weeks i received no mattress and no correspondence, I tried to contact via phone and email with no response and no luck. However, their chatbot is working and a member of the team will respond within minutes. They apologised for the delay, confirmed I would receive the mattress within the next two weeks.
As I had not received any follow up I decided to cancel my order. After 1 hour on the phone I got through to an advisor who confirmed my cancellation and asked for it to be sent in writing via email, she also said that refunds can take up to 14 days but usually processed within 7. 1 week later and still no response via email and no refund and so I contacted the team via the chatbot who said that no refund had yet been processed still and that this could take another 14 days.
Do not use this company and do not trust when they say your cancellation/order has been processed unless they send proof.
1 month ago
Nancy Kilian
Ordered 2nd June - no response from them since. Sent them an email at end of June they said within 2 weeks. We're now 3 weeks since that email - i've opened a chargeback case with my card provider today as they haven't replied since. AVOID! Selling items they don't even have in the country.
10 months ago
Tommy Davidsons
VERY DISAPPOINTED - Ordered 7th July 2020 not heard anything since. Emailed and phoned several times leaving messages but received no reply.
Seems like everyone is having this problem looking at most of the reviews.
Wish I had ordered else where.
9 months ago
Olivia Cline
Was waiting for my delivery for long about 6 weeks ,delivery date agreed and been delivered only one mattress instead of two,I cancelled order as I been told that one of delivery been accidentally cancelled and it might take weeks for next to come. So we agreed on full refund of my mattress, longer then 10 days later they telling me that it might be that my bank have issues as I havent received refund from them.
I rang and emailed few times ,I have to say that I wouldn't use them even if I have to sleep on bare floor.bad experience all together
1 month ago
Grim Rayan
Wonderful company to deal with. They were patient whilst we asked thousands of questions. Mattress came really quickly. Absolutely love it. I cannot wait to go to sleep ????.
3 weeks ago
Gizem Canseven
Had a few niggles and Brooke and Wilde treated me like a person not an awkward customer. Amazing customer service. Oh and great mattress too!
Bought a medium firm super king and perfect combination of give and support. Never get back ache after a night's sleep any more.
3 weeks ago
Adam Phillips
After receiving Brook+Wilde mattress mine and my husband's sleep became so much better! It helped him to get rid of his back aches and enjoy his sleep! We would definitely recommend B+W mattresses to everyone whos looking to improve their sleep!
4 months ago
Walson Dias
Great customer service.
6 months ago
