Brunosleep Reviews 20

Few years on, the mattresses (I bought 2) are both sagging in the middle and murdering our lower backs. We both weigh way below 110 kg, although that stipulation alone should have raised the alarm at the time.

Spoke to a super blunt customer service girl about 10-years guarantee. She asked me to stick a tape measure into the dip and take a photo of it: they would look into the matter if the mattress featured a "visible indentation or sag greater than 2.5 cm (1 inch) after 10 hours of non-use, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation.” Then she sent me some photos with instructions on how to properly photograph dips in mattresses (clue: it involves a wooden stick)

Thing is, the materials in these mattresses won’t dip easily all by themselves, but are all too liable to develop fatal weakness in the most heavily populated areas, i.e., those supporting bottom/ lower back. The 1-inch test is therefore completely irrelevant and only seems to serve the purpose of getting Bruno out of their magnanimous sounding guarantee.

Bought a few years ago. Sags on the sides terribly. Super uncomfortable after abut 3 years use. Called them up, they told me to email them so they can look into it. And then never responded to email. Stay away. You have been warned.

We bought our mattress approximately 2 years ago. It has now sagged in the middle and feels so uncomfortable to sleep on. I have also contacted Bruno via email, Facebook, Twitter, phone and also messaged the owners directly on linked in. Nothing! They just ignore all contact. We paid so much money and now we are left with mattress that is rubbish, we may as well have bought a cheap mattress. Really upset and angry about this awful customer service.

Same experience as the previous post- bought a mattress 2 years ago and turned it according to instructions. Now it's completely soggy, I'm waking up with back pain and the company hasn't responded to any emails. 10 year warranty is a lie and would never buy from them again!! Absolute disgrace

I bought a Bruno mattress just over two years ago . I initially liked it as it was one of the firmest on the market .
However , just over two and a half years old, it has already started dipping where I lie and there seems to be no lumbar support . I have tried emailing the company and also tried calling but have had no response .
Have they ceased trading ?
Not great , as the mattress is guaranteed for 10 years !

Had this for almost three months. It's very comfortable although at first found it a little warm. I suffer with Spodolethesis and with my last matress found when gatting up in the morning I had to sit for up to half hour but with the Bruno no such problem's I don't have much pain in the mornings now.I can highly recommend this matress.

This replaced a rather soft sprung mattress. I was a bit concerned that a foam mattress would be too soft but the Bruno Mattress is just right for me, firm, but not hard.

I haven't yet purchased a Bruno mattress, but not through lack of trying, so my comments here are about the service rather than the mattress.

We have used firm Dunlopillo mattresses for many years and I was looking for similar for a holiday home. I believe the Dunlopillo are fully latex and I couldn't justify the cost of these for the limited use, and with a spiral staircase I'm not sure I would get one upstairs. Bruno looks like the closest compromise with its latex top layer. I bought a Casper for the guest room and I quite like it, it just feels a bit warmer than the Dunlopillo, but not to the extent that I would consider it a problem.

The holiday home beds are slightly smaller (standard double) than we use at home and this is where the difficulties started. The Bruno double was not in stock, so I put my name on the waiting list. On Monday I received an email saying it was back in stock and prompting me to click on the special link in the email "as soon as possible" as it would not be reserved for long. As a reward for my patience there was a £25 discount code.

The "special link" just took me to the normal home page on their site and at the top of the screen was the £50 discount code that they frequently offer to normal web site visitors. I queried the reduced offer for my patience and received a spiel about "fair pricing". It seems odd that the "fair pricing" randomly changes by £50.

I thought I would order the mattress at the £50 discount and ignore their "special offer" of a £25 discount. I then found the mattress wasn't available anyway.

I thought it would be easier to phone to see what was going on. Their phone just rang and rang and then cut off. I tried from another phone and gave up after a number of attempts. I made contact via online chat and apparently the email about the mattress being back in stock shouldn't have been sent out. The phone system was another technical issue, which they appeared unaware of until I reported it. I note from other feedback comments that this company appears to suffer from technical difficulties, which is is not helpful when they rely on electronic communications to do business.

Buying the Casper mattress was a dream compared to this and I would buy another one if it wasn't for the fact that I would like to see whether the Bruno's latex top layer makes any difference.

The staff I have communicated with are polite, but they seem to be operating with deficient systems.

I assume I am back on the waiting list and will be notified when the mattress really is back in stock, and will be able to purchase it at a "fair price", which in my book would at least be the discounted price they are prepared to offer to anyone who hasn't had to wait.

We bought this to replace an old sagging spring coil mattress. I was looking for something firm and supportive. At first, this mattress was perfect. An excellent night's sleep...no more hip and back pain and I definitely didn't think the mattress was too hot (as other people have complained about). Unfortunately the mattress has become very soft over time (not even a year) and dips/sags substantially around the hip area. I was not sure if this was a design fault and contacted the Bruno sleep customer service department. As I was beyond the 100 days free trial they were unwilling to replace my mattress and suggested I claim under warranty. Unfortuntely the measured sag on my mattress is around 1.5cm and the mattress is only covered when it has a measurable sag of 2.5cm. This is really disappointing as we have had this mattress for less than a year and we are already having the same issues as we had wth the 10 year old mattress we replaced for this. Beware....its a great mattress at first and probably past the free trial period but it simply isn't durable enough. I've noticed from reviews on this site that other owners have had the same experience. I definitely would no longer advise buying a Bruno Mattress. This was a very expensive mistake and I had hoped that the customer services team would have been more accommodating

Our experience with Bruno has not been straightforward.

At first, the initial delivery was faultless, the mattress arrived quickly and the unboxing went smoothly and initial impressions were good. The mattress felt very firm compared with our old one (a 15 yr old top quality traditional sprung mattress with wool and cotton fillings), so this took time to get used to. It was also much warmed to get into (in January that was most welcome!), although towards the end of our 100 day trial in April the weather was much warmer and we had quite a few hot nights and the mattress was much sweatier than our old one.

Right at the end of the trial, we were undecided, so I asked Bruno for their comments. Upon trying to call them I got a recorded message telling me to call during working hours - I was doing! Okay, so it was later on a Friday, so maybe they'd all gone home early? It was blamed on a 'technical issue'. Not impressed.

We were concerned about sleeping hot (which is why I had chosen a latex mattress rather than memory foam in the first place), plus the mattress was still very firm and although supportive, neither myself or my wife were sleeping comfortably on our sides - our shoulders didn't really sink into the mattress sufficiently to be comfortable. They offered us an additional Bruno topper for the mattress but at £225, I felt this was an unreasonable extra cost on what should have already been a comfortable mattress at £675. We therefore decided to return the mattress and find an alternative.

At the end of the day, all these new style 'bed in box' mattresses are just large pieces of foam and we decided that wasn't what we wanted to spend hundreds of pounds on. For very little extra we switched to a traditional mattress with natural fillings which is just as supportive and much more comfortable (thanks to a company which is never knowingly undersold).

The returns process was where it all started to go wrong. First, we were encouraged to hear that British Heart Foundation would be collecting the mattress for charity (great idea), however when they arrived they declined to take it because it had no fire label. How this could be was beyond me, this was supposed to be a brand new mattress made to latest standards. Upon trying to speak to Bruno while they were making the pickup, all I could get was an answer machine message - in German! This was very stressful as I had already paid for my new mattress and no pickup meant no refund from Bruno. BHF left and I eventually made contact by email and they apologised. They arranged to send me a huge plastic bag for returning it and that Tuffnells would be in touch within 7 days to arrange the pickup. After 7 days I had not hear anything so followed up again and eventually got a call to say they would collect tomorrow. Tomorrow came and went (staying in all day for the collection) and no-one arrived. I phoned Tuffnells several times but without success until a few days later they turned up unannounced and took it away (lucky I was in). Apparently, it had been down as a 1-tonne pallet to pick up, hence they had been waiting for the right van, but no-one had bothered to phone me and explain. I have finally received my refund, 6 weeks after telling Bruno that we would be making the return.

Although communications, when made, have been polite, the whole process has been a shambles and I cannot recommend either the product or the service. The reason for two rather than one star is that the product is not bad and will probably suit many people.

Purchased the Bruno mattress for £500 under one of Bruno's regular 'promotional' discounts, however, was charged the full amount of £550. Despite raising the issue and providing evidence of this Bruno are not willing to credit me the £50 promotion. There is a major issue with what their accounts team 'say' you have been charged vs. what is debited from your bank account. Have now asked for a full refund and will return the mattress. Buyers beware of so called 'promotional' discounts from Bruno!

Please note this review is not on the mattress itself as it has been a full month since I ordered my mattress and I am still waiting for it to be delivered! I had to book numerous days off work to wait for a delivery that never turned up. If they were hand delivering it on foot from Germany it would have arrived here quicker!

I have purchased 2 Bruno mattresses and first off I must say 1 of them is perfect and very comfortable; however the mattress on the bed I sleep on is faulty (best way to describe it is feels like it is slanting to one side causing you to roll).

I spoke to Bruno within the 100 days they give you to return and the customer service was very good. We discussed whether it could be the bed frame, and I made the decision after talking with them to replace the bed frame, which initially seemed to fix the issue. . . . .

A few weeks later and the mattress started doing the same thing; however I am now outside of the 100 days; but they offer a 10 year guarantee so I contacted them to arrange an exchange. Because I am outside of the 100 days they have asked me to provide evidence of the fault and take photos. I have had to remove the mattress from the protective cover and lay it flat on a floor (my bedroom is fairly large but a smaller room and it would have been an issue finding enough floor space). The photos do not show particularly well the fault, as the mattress is made of foam and so just springs back when you are not lying on it.

I have been in contact with Bruno numerous times about this, and whilst the telephone service of the employees is brilliant I am no further along on getting a replacement and being asked to provide more evidence, with little understanding that the fault is not going to show in photos.

Bruno mattresses are good when they are not faulty, but take the 10 year guarantee with a pinch of salt as a fault may e practically impossible to prove with photo evidence.

We needed a new mattress and both my wife and I suffer from Lower back pain. Doesn't help been a truck driver( me)We read the reviews and did the YouTube thing ordered it came within 2 days👍 Did what it said in the envelope, (thanks for the Chocs) when I first got on it I thought I'd bought a mattress too firm........6 hours later I could actually get up and walk around without grabbing the walls or cupboards for support. Very impressed Thankyou everyone at Bruno sleep for a quality product.👏👏👏👏👏👏👏👏👏. Cheers. Tony D.

Delivered after a delay of one day but a phone call to customer services sorted it out quickly and professionally. I have been using the mattress for over a month and i am delighted with the product. My only regret is that i had not found out about Bruno a few years ago. Highly recommended.

We looked for a new bed & mattress for a long time. Too long. Forget all the Bensons, Dreams of this world. It was horrible going there. We are very happy now with our mattress from brunosleep. Thanks!

A very comfortable mattress. I feel so much better when waking up! No longer need to stretch and click my bones :) Recommend to anyone in search of a good sleep

The bruno mattress was just as described on the website and the service was actually better than expected. Bruno made me a satisfied customer and I'm happy to give Brunosleep a good rating.

Good quality mattress and a great design. Price seems low given the quality. Only the delivery time was a bit too long (5 days).

I’ve finally treated myself to a good mattress! :)
I am thrilled that I've made the purchase.Initially I felt uneasy by the lack of reviews but shortly after found their German website and discovered a ton of reviews that convinced me otherwise. As a side sleeper I've had a tough time finding a mattress that allows me to get up effortlessly in the morning and doesn't cripple my spine. My search is over :D Not only can I jump up instantly after waking up, I have more energy during the day.
Great customer service too! Truly recommend brunosleep to anyone looking for a quality mattress with plenty of spine support
Thank you Bruno team!