Brook + Wilde Reviews 2,517

Bought a mattress is 2020 the mattress is sagging with a big dip in the middle. Very uncomfortable. Tried contacting Brooke and Wilde regarding the guarantee and this was their response:

We are writing to inform you that Brook + Wilde Limited went into liquidation on the 09.08.2023. This means that the company is no longer able to fulfill its obligations and has ceased trading. This means that whilst we are here, we are a different company from the one that you purchased from.

As a result, any warranties that were issued by Brook + Wilde Limited are now void. This means that you are unable to claim any refunds, repairs, or replacements for any products or services that were purchased from the company.

They operate from the same website. Same contact information and same address but claiming to be a complete different company.
Buy at your own risk
If you insist on buying from them use a credit card for section 75 protection.

My mattress was delightful for the first 2 years, was like sleeping on a cloud. By year 3 it all changed! Take heed!
Absolute Crooks!

We purchased our brook +Wilde Perla super king size mattress last august 2022… ordering was easy and clear, the 2 chaps that delivered it went above and beyond. We live in an old house with a very narrow winding stairwell , how they got it up there was miraculous but they did it, they unpackaged it and placed it on our base. After a year it is still like sleeping on a marshmallow, we are both around 12st and there is no sagging what so ever, no bobbling of the cover, it look as good as the day it was delivered.. we find it incredibly comfortable. Wouldn’t change it for anything.. best money we have spent and wonderful nights sleep, don’t want to get up in a morning.. 🙂

Purchased a mattress earlier this year.
Have just requested a return (within the 200 night guarantee) only to be told the "original" company I purchased from went into liquidation and are now a completely separate company!

They were "Brook & Wilde Ltd". Are now "Brook & Wilde Sleep"!!

The website links from my original purchase e-mail even take me to the 'new' company site and they still use all existing branding etc.

A scam and will be reporting.

Am now stuck unable to return a mattress that gives me a bad back.

Do not buy!! Complete Scam!!!

We bought a mattress a few months ago under the 200 night warrantee. I suffer with a bad back and sadly their mattress wasn't the one to help it.

We requested to send it back and have been told the company has gone into administration "brooke and wilde limited" but they are now trading as "brooke and wilde sleep".

Absolute scam and we are now out of pocket £700.

Purchased a mattress in February from Brook and Wilde, 6 months passed and have received nothing other than excuses. Phoned and was told Brook and Wilde had gone into administration, therefore wouldn’t be honouring orders or refunding the £650 I’d paid. I was given the details of the administrator and sent on my way. The phone number and branding is the same but they are now calling themselves Brook and Wilde Sleep…ironic really; I don’t know how the directors sleep at night. Now have to wait another 2 weeks while my bank investigate whether I’m able to claim money back via chargeback. AVOID BROOK AND WILDE at all costs!!

I purchased an "Elite" mattress from them around January this year. For the first couple of months everything was great and comfy, ever since then there's been an incredibly rapid decline in the quality of the mattress to the point that it's now unusable without experiencing serious back pain.

All of the support has disappeared and is incredibly lumpy with massive sinkage all over the mattress.

Since the original opco has been liquidated there's absolutely nothing I can do to claim my money back, however the crooks are still operating the exact same brand just under a different opco.

Avoid this company at all costs, they'll charge you a lot of money for defective products of which you can do nothing about.

I bought 2 mattresses from Brooke & Wilde on 21st September 2023. A super king size Ultima and single Elite.
They were delivered the following week on the day and time agreed. The 2 lads that delivered them were really helpful in carrying the old mattresses out and the new ones into the house. I am not sure I could have done it on my own as the super king size weighed 60kg.
Really happy with the quality and the price paid and would have no hesitation recommending them. My daughter said it's the best night's sleep she has had.
10/10

DO NOT BUY FROM THESE SCAMMERS

THEY HAVE RE BRANDED AS BROKE AND WYLDE SLEEP

STILL RUNNING ON THE SAME EMAIL ADDRESS AND PHONE NUMBER AND SCAMMING EXISTING CUSTOMERS REGARDING BROKEN PRODUCTS

I HAVE OVER SPENT 3K ON A BROKEN BED THAT IS MADE FROM VERY CHEAP MATERIALS AND THESE SCAMMERS CAN SHUT DOWN THEIR BUSINESS AND RE BRAND WITH A SLIGHTLY DIFFERENT NAME AND NOT REPLACE BROEKN PRODUCTS

***** AVOID THIS COMPANY ****
***** DONT BE SCAMMED ****

I splurged on a new mattress in April as we had recently had a baby so sleep was very much a priority. They lied that they had delivery issues but I would be contacted in two weeks. This didn't happen and every time I emailed they said they get back to me in two weeks until they stopped replying. I recently found they had changed their customer service contact email and used that. The previous company went bankrupt and now they are trading under a slightly different name refusing to honour the previous order. Do not buy from them.

I bought an elite mattress during November 2022, got delivered around January. It was very comfy for about 2months. It started caving in like U though only one person of 75kg was using it. Complained and attended by some 3rd party company. He measured it was curling in by 1plus cm but based company guidelines it is within limits of wear and tear in 3months. I wasn't sure at this rate of wear and tear, you would have a mattress after a year. I tried to get it replaced as refund was denied opposed their claim 200days money refund. No sign of replacement since June. Later came to know that they are trading in new name and found a loophole to get rid of warranty and all other things

I bought a Lux King mattress in Jan 2021, initially impressed and it was a very comfortable mattress. 2.5 years on and it is sloping to one side and giving me incredible back pain.

I knew it had a good 10 year guarantee because that played a big part of me choosing them so found all the paperwork and then just happened to look on trust pilot to see if anyone else had problems - oh boy :(

I will try and claim under the guarantee but it looks like I already know what their answer will be.

Dam I wish I had just gone with an ikea mattress now.

DO NOT ORDER FROM HERE! I’m still waiting for my order from June due to ‘logistical issues’ I have since had to buy another mattress as taking so long, but now customer service has gone quiet since asking for a refund. Avoid!!!

Extremely disappointing products. I placed an order for a bed frame and mattress back in July 2022, but received replacements for both items, which turned out to be defective as well. Regrettably, I invested extra money in what was supposed to be an 'upgrade' for the bed frame. I recently had a conversation with one of their representatives, who informed me that the company has entered administration, and there's no point in pursuing any further action.

Brook & Wilde are in liquidation, although shockingly, their website is still live and still appears to be accepting orders (even offering a free iPad if you buy their products). No idea how that is legal?!

I'm a customer of their Elite Mattress that I bought in Feb 2023. I contacted them to exchange my mattress under the 200-night guarantee (sticking with the Elite version, but going from Medium feel to Soft). However, after several emails without a response, I finally received this today...

We are writing to inform you that Brook + Wilde Limited went into liquidation on the 09.08.2023. This means that the company is no longer able to fulfil its obligations and has ceased trading. This means that whilst we are here, we are a different company from the one that you purchased from.

As a result, any warranties that were issued by Brook + Wilde Limited are now void. This means that you are unable to claim any refunds, repairs, or replacements for any products or services that were purchased from the company.

The below has been prepared to provide information for customers who may have been affected by the liquidation of the Company and who may have a claim against the Company. The information provided is to assist customers and is not deemed to be specific advice to customers or an acceptance of any claim that you may have against the Company.

If you paid via Credit Card you may be able to claim, under Section 75 of the Consumer Credit Act 1974. You can make a claim with your card provider for goods that did not arrive, or that are not in the condition described when purchased. Please note that to benefit from the full protection of Section 75, purchased goods must have been between the value of £100 and £30,000. You can also claim against a now closed credit card account.

In accordance with Section 75 of the Consumer Credit Act, you are entitled to make a claim against your credit card company for the amount of the purchase. To do this, you will need to contact your credit card company and provide them with the information listed below.

• Details of the purchase, including the date, the amount paid, and the merchant's name and address.

• A copy of the receipt for the purchase.

• A copy of any correspondence you have had with the merchant about the problem.

If you’ve paid by debit card, PayPal or by credit card under the value of £100, you may also be able to claim through chargeback, as long as it hasn’t been more than 120 days since paying on your debit card and making your claim and you should contact your bank.

We would like to apologise this is not the news you were expecting.

Sincerely,

Kind regards,
Brook + Wilde Sleep

I stupidly ordered a bed 5 days ago and then saw these reviews. I emailed to cancel the order the same day and have had no response even though they say they will message back within 3 days. I'm giving a week then going through the chargeback procedure with barclays. This is since they changed their company name

Absolute load of ****!

Extremely badly made mattress that has sagged and lost its shape and support in less than 2 years. The 10 year guarantee isn't worth anything, as they are now trading under a new name and refusing to honour the guarantee.

AVOID AT ALL COSTS!

Avoid at all costs!!!!
They are criminals and stolen money from me and many others.

I purchased a Mattress in March, and had it arrive in May. It was okay for a few months before it started getting really uncomfortable. I emailed them the other day to request a return and refund, only to be told they liquidated in August and will not honor any warranties, returns or otherwise made with "Brook And Wilde". They continue to trade under a new name, offering the exact same products. Do not trust. Get a chargeback if you can, and don't wait like I did. I'm out of £550 and a good night's sleep.

They have £2600 of my money. I haven’t had any correspondence for approx 2 months. Last I heard, I was due a refund within 72 working hours, it’s been two months and they won’t answer calls or emails. Avoid at all costs!

Bought and fully paid for a mattress over 4 months ago in May, only been informed today that they have gone into liquidation and I will not get any money back at all but they're sorry! Shameful they are trading under the same name and not fulfilling fully paid up orders. DO NOT USE THEM! I've lost over £1000.