Brook + Wilde Sleep Reviews 

Think long & hard before buying from this company
Bought a double mattress 3 years ago from 'Brook + Wilde' as a treat for our son. It was barely slept on as he was at uni.
Now sagging quite badly in the middle which for the premium we paid is very poor.
Contacted 'Brook + Wilde Sleep' - their new identity after they went into administration but seem to be selling exactly the same goods - and they will not honour the 10 year warranty it came with.
This was a 'luxury' mattress and really quite expensive but we wanted to treat our son. Was great to begin with but after a year we could tell it was a poor product.
Honestly would have been better to buy a standard one from Ikea and keep replacing it.
Shocking quality, shocking service. Ask yourself, have they changed that much now they are trading under a very similar name? Could they just do the same again; go into administration and change the name again and leave you with a shoddy product?
Avoid unless you have money to burn.

Avoid this company ! I bought a mattress from Brook and Wilde in Nov 2021... as it was in my spare room it has had only very light use however this has not stopped it from collapsing all along one side (as others have experienced). This should have been covered by a 10 year guarantee. Brook and Wilde Sleep are claiming they are a completely different company to Brook and Wilde- despite everything about them being exactly the same - same branding/ logo/ products / product names. It can't be legal to do this and I will be exploring ways to hold them to account for what amounts to theft.

Our delivery was exactly on time considering where they had set off from.
And the guy’s that delivered our new mattress were so polite and helpful.

Like others have mentioned, I purchased an Elite super king mattress from Brook + Wilde in January 2023. Unfortunately, this means I now have no access to customer support under the 'new' company, "Brook + Wilde Sleep," even though they appear to be selling the same products.

Initially, the mattress seemed fine—it was comfortable for about the first year. However, it started sagging significantly, with a dip of up to 4.5cm (16%) being deemed 'normal' by the company. This suggests they’re well aware of this recurring issue. By the 18-month mark, the mattress had become unbearably uncomfortable and completely unsupportive.

I’ve since replaced it with a new mattress from a different brand, and the difference has been a huge relief. While I can’t speak to what the future holds for the revamped company, I can confidently say their products are not fit for purpose. I strongly recommend looking elsewhere to spend your money.

With my experience I found that website had a sale a couple of days after I ordered my mattress. A quick chat with the customer service, and they were happy to amend my order and apply the sale. The product itself is great and so far, I've had no issues. Overall, extremely happy with the whole experience!

Good communication from purchase to delivery. Efficient and friendly delivery guys, who very speedily unpacked the mattress onto our bedframe and advised opening subdued and airing the mattress for a few hours. I would recommend a few DAYS, as the smell of the fabric and chemicals is quite strong for a while. But no complaints, it's so far been a very comfortable mattress.

I have not yet - after 2 weeks - been able to use the mattress due to the most unbearable chemical odour that makes me nauseous.

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!!