Brook + Wilde Reviews 2,517

Placed order on 5th April '23 and have had nothing at all but a load of broken promises. Gave us some cr*p about delivery problems and couldn't give a delivery date so i asked for a refund. Was told i would get my refund after 14 working days but haven't received anything and now they ignore emails. AVOID LIKE THE PLAGUE AS THEY'LL JUST STEAL YOUR MONEY.

3 months later still no mattress or refund!!!

I have a feeling this company has gone bust.
They are not responding to emails about my order
Also the chat function on their website has gone.
The phone number does not connect and some of their items are unavailable for purchase.
Please be aware

As many people have commented in their reviews, I placed an order on the 10th April and have never received my mattress or a refund. At the 5 week mark I used the online chat to check on the order as I was expecting it to be delivered the following week.

I was told that there had been an issue with raw materials and the mattress would be picked up by the delivery company within the next two weeks.

Two weeks passed and I heard nothing at all and contacted them via the chat again and was told that they were having an issue with their delivery partners and were working to resolve the issue and would be in touch.

I gave them a further two weeks and tried to ring them and the number on the website was dead. I emailed them and requested a refund and they responded to say I would be refunded within 14 days. That was on the 27th June and I have never received a refund. I contacted the credit card company and they have issued a refund via the dispute process.

Avoid this company, they are clearly in financial trouble, exacerbated by the worst customer service I've ever come across. You are unlikely to ever receive your order or see a refund.

I ordered a mattress in May, I had an email on 16/06 apologising for the delay in delivery promising an update in 14 days. I emailed on 10/07 asking for an update, they replied that there were continuing logistical issues and I would have an update in 7-10 days. On 21/07 the email was now about financial challenges within the business and there would be an update again within 14 days. Now I’m really worried so I asked for a refund, as it’s over £800, I need the money to buy a new mattress as my husband has had surgery. They’ve raised a cancellation and said I would get a refund within 14 working days, I hope they are true to their word. Why did they accept an order they’re unable to honour? If I get a refund I will update the review.

Placed order months ago and got the same delay and complete lack of response when requesting a refund due to their delays. Went through PayPal to have funds returned to me which went through within 2 weeks of the claim. I would suggest anyone that has outstanding orders, to claim through their bank or PayPal if they can. This company should not be allowed to carry on trading given the position they are in. Scandalous

Ordered a mattress and just constantly miscommunicated delays, made up some rubbish about it being their delivery partners fault when it’s quite clear they just don’t have the mattress.

I asked for a refund, and it have now been 2 months and I am still waiting for it. I haven’t paid it off my PayPal credit as I had to buy another mattress, that is now gaining interest and I will have to hope PayPal will sort this out for me as B&W have stopped replying to my emails.

Similar to everyone else, I ordered back in early May when there was the mega discounted offers but got the delaying email mid-June for another update in 2 weeks, which came and went. Requested an update on 29/6 so ended up cancelling the order and requested refund to be advised 14 business days would be required (nonsense in this day and age), do I take 14 business days to pay you?!? They came and went and they haven't responded to my latest email asking for an update. I paid by CC so my Bank have refunded me and have commenced their own claim process.

I have now ordered an Emma Hybrid (Diamond) through Furniture Village, who were excellent to deal with as this is a slightly softer mattress (Medium) than Dreamcloud and Simba Luxe.

I would advise against using B&W or, at worst, pay by CC to protect yourself. I feel for anyone who has not done this.

Ordered and Ultima mattress on the 15th April 2023 and still not arrived by today 29th July, it was supposed to take no more than 10 weeks. Had emails about them having delivery issues but they have not answered my concerns about them having financial issues. Have cancelled today and asked for my money back and I will see what happens. Paid by credit card so hopefully I won't be out of pocket if it does go pear-shaped

Placed the order, received confirmation. Then received an email with a delay on transport/delivery problems. waited and got no word. every email was another delay. Asked for a Refund, told it would be in my account in 14 days, never received. They had this problem back in march. my order was May. You can still go online and order. Stay Clear of them. I am severely out of pocket, Their mattresses were not cheap

Placed an order, after them missing several delivery deadlines I cancelled the order and asked for a refund. They advised this would be within 14 working days. It's been two months now and the customer service team is no longer responding. Awful service, avoid at all costs as it looks like they will cease to exist soon!

Hi, just a quick update I have managed to get a full refund from my bank. Please contact your bank and ask them to help you to get your money back.

Please Please Please don’t order a mattress or anything from this Company… they’re in financial difficulties, they’ve cut their telephone line (try it and you’ll see) and have now stopped replying to my emails.

They started by saying the reason I haven’t received my mattress was due to logistics with their delivery partners… but I ordered my mattress in MARCH 20203!
The sales team offered me a 10% discount but I’ve refused and asked for a refund, they’re now not responding to any emails.

Same issues as everyone else. Multiple emails about issues with material and no other comms. I am now seeking chargeback as I have no faith that the refund is genuine post cancellation which sails dangerously close to certain practices which may get people in trouble. If you have literally just started the process I would cancel now under distance selling regs.
To make this actually useful I ordered a superking from Dreamcloud (nectar) and it took 5 days to arrive. So far the hybrid is good to sleep on and nudging above medium firm to firm. Hope that helps someone find an alternative.
Edit 08/09/23 - chargeback finally completed through bank about 10 days ago

My partner ordered a bed last November 2022, it’s an amazing bed , pure luxury.
So I decided to order one June 1st 2023.
Waited the six weeks for delivery, then got the first e-mail stating they had delivery issues and that my mattress would be stored until it was resolved and they would update me in 7-10 days .
Then I had another e-mail telling me they were experiencing financial difficulties and were trying to resolve this with their shareholders etc.
That was a red flag 🚩 so I’ve logged a claim with my bank as I’ve not received my goods after the deadline passed and will hear back within 48hrs .

Ordered a mattress and was given 6 week turnaround time. Didn't receive in that timeframe and they informed me (I had to contact them) they had issues with the manufacturer and it would be another 4 weeks. This passed by and still nothing and when I contacted them they said it was now an issue with the delivery company they used and couldn't give me a date when the mattress would be received. Asked for a refund, said it would take 14 working days. It's been 16 and still no refund. Have contacted my bank for a refund instead.

During this time they have gone from having an active phone line and live chat to only responding by email with a 72 hour SLA.

Truly awful experience and would avoid like the plague.

Luckily paid in full on credit card, for 8-10 week delivery, so after countless attempts chasing delivery without response to emails and their phone lines dead we claimed a ChargeBack under Section 75. Got a full refund on CC account within in 24hrs. Brook and Wilde had 45 days to dispute this but 2 days later I received an email with lame apology saying they would now refund in 15 days! Too late I got it back myself!
Cannot believe they’re still trading?
⚠️ CAUTION⚠️ Advertising now as delivery of 30 WEEKS which is way beyond the 60 days or 120 days latest you can claim a ChargeBack under Section 75

After months of nothing, emails chasing my order I was first given excuses of logistical
Issues and then weeks later informed that due to financial challenges mean they cannot complete customer orders!
They said I would receive a refund but nothing has happened. I will start the chargeback process with my credit company (like many other reviewers) in hopes I get my money back before they likely cease trading. I don’t know how the company gets any positive reviews. They HAD such a great reputation but now ? What has happened????
Take heed of the negative reviews here and do not waste your time or money.

**Avoid this scam company**
This company is probably going into liquidation however still accepting new orders….if you give them your money you will not receive your products and you will not receive a refund. Please do your homework and look at many other recent reviews.

I received an email from their customer services today advising me to contact my bank for a refund after they promised me weeks ago they would issue a refund.

Same issues as everyone else, we ended up having to charge back via our bank to get any money back after Brook and Wilde stopped responding. People still providing good reviews after contacting Brook and Wilde's previous supplier seems misleading considering these aren't reviews for 'Adam'.

Wouldn't touch Brook and Wilde with a barge pole again. No mattress/bed is worth so much hassle.