Brook + Wilde Reviews 2,517

Same as everyone else recently. Ordered a sofa bed at the start of April. I was told it would be a 12 week wait but now at 20 weeks and still no sofa bed. I had one email stating they have difficulties with delivery. Customer services lines don’t work and they now don’t reply to emails. I have contacted the bank in desperation to try and get my money back.
I can’t believe they are allowed to still take orders online!

Ordered a mattress with Brooke+Wilde in March but nothing was delivered and phone is unreachable. I have requested a refund which was supposedly actioned but nothing so far after 14 days. I would avoid this company.

Ordered a Perla mattress in April and was told it would take 3 months to be delivered.

So I waited patiently for the 3 months and received an email from them just before the time was up stating there would be further delays. I gave them the benefit of the doubt a second time but when they failed to contact me back within the two week timeframe they had specified, I sent back an email message while also noticing the phone number from the website was disconnected so it was impossible to speak with them.

I explained in my email that I'd waited long enough and they should either offer me a delivery date or a refund. Meantime I also contacted my credit card company and launched a section 75 claim for the purchase who have thankfully now refunded me.

They returned my email on the 17th of July with more run around excuses and apologies and promised a a refund to arrive within 14 working days. I'm writing this review on the 25th of August and still no refund.

This company seems to be doomed based on information thats easily searchable on Google. Please don't buy from them and if you for some reason like pain and decide too, make sure to use a credit card so you have proper protection.

Similar to most recent post. Placed an order in April and now unable to reach them via phone or email. I raised a claim for full refund via my credit card company.
It looks increasingly likely that Administration is imminent.

The company is clearly going through financial issues, whilst still scamming people and taking orders.

We ordered an elite mattress more than four months ago, and their excuses for not delivering keeps changing between suppliers, couriers, restructuring, etc.

On top of that, they responded with clearly AI-written responses on which I called them out on, which then prompted an actual person to respond. However, every time try to delay by additional 14 days. A refund was promised three weeks ago and still waiting.

After having a mattress from them last year for another room which had been great, I ordered a mattress early April 2023 with expected 6 week delivery time and still no delivery just over 17 weeks later. Emailing multiple times asking for an update and rarely get any response. Bar the initial order confirmation email, I've had one email from them in the the entire 17 weeks (only after I emailed first) saying they apologise for the delay, they're having an infrastructure problem and will give me an update in 10 days, but heard nothing more. Requested a refund as I'm now concerned the company will go bust with my money still in their accounts, but heard nothing. Their website is still accepting new orders but now saying an estimated 30 week delivery time for any mattress, so my concern is with more money going into the company but seemingly no items being delivered it just sounds too similar to multiple other companies that have gone into administration and the implications for everyone that this could cause. I for one can't afford to be nearly £1000 out of pocket with nothing to show for it.

Order not fulfilled. Demanded a refund via registered post. Returned -no longer at this address.

The same issues everybody seems to be having. I placed an order with them in May and was told 6 weeks delivery time.

Every time I contacted them I was informed that they are having issues with their delivery partner.

I gave them the benefit of the doubt and continued to wait. I never heard anything from them unless I contacted first.

Finally, I requested a refund of the £600 deposit. That's the first time they failed to reply to me. Fortunately, I have spoken to the card dispute team at the bank who have reimbursed the full refund.

Scarily though, the company is still trading and taking orders. On checking the government.uk trading pages, the companies accounts have not been submitted to them and their delivery partner has initiated a winding up petition for non-payment of services.

I gave the company plenty of opportunity to come through with the order but lack of honesty in the company was the final straw.

Please avoid.

Avoid avoid avoid
Expensive
Liars

The director of BROOK AND WILDE MR JONATHAN RICHARD COULSON is also director of BLUE CRUSH COMMUNICATIONS and a few other companies FYI maybe try bombarding his email address to these companies for a response as brook and Wilde are unreachable!!! So I ordered from brook and Wilde a few times and no problem with the items being delivered last year! This year is a different quality of service they are just straight up robbing peoples money! I ordered a new mattress and pillow at end of march I think and still nothing! Excuses of courier restructuring etc, emails upon emails saying could you wait 7-10 days! Now nothing for the last 2-3 weeks no response from anyone! ABSOLUTE SCANDAL!!!

Ordered a mattress in April, still not recieved it!!!

✔ No delivery from order placed in April.
✔ Phone line down.
✔ Promised a refund - shockingly not given
✔ Ignore any emails chasing promised refund.
✔ Overdue accounts
✔ Company going bust

I stupidly ordered with a debit card so have initiated a charge back. Unfortunately Chase are being slow in actioning this.
It is nice of the independent newspaper to still be recommending this shoddy company.

Avoid avoid avoid!

Everything seemed fine back in April when i ordered a mattress. Lots of amazing reviews. Placed an order and then the nightmare started!

No deliveey after 10 weeks. Excuses after excuses.

Refund promised aftee 14 days. Then we reach that deadline and no communication since and no refund.

If you are struggling, contact your bank for a chargeback.

Disgusting company

DIRE DIRE DIRE.
Unable or unwilling to respond to emails or phone calls from me so I contacted my credit card company and requested a chargeback for the mattress i'd purchased.
when i explained my situation to the credit card company the money was quickly returned to my card.

I have ordered a mattress since 15th June and i am still waiting being fobbed off all the time with delivery problems. This is the fourth mattress I have bought off them and the previous times have been good.

Shockingly bad customer service! I’ve bought a mattress from them before and it was great but they’ve fallen out with their delivery company and now can’t fulfil orders but they don’t reply to emails and their phone number is invalid so I can’t get a refund for the order I placed 2 months ago and still haven’t received.

DO NOT BUY FROM HERE THEY ARE SCAMMERS. Paid for a mattress is April. It was never delivered and they have no phone number and will not respond to emails.

Not received order, delays in delivery so cancelled order, but not received refund as of yet and no communication from company, do not order !!!!!!!!!

Ordered luxmattress April. Promised 6 weeks delivery. That went out to 8 weeks via website . Rang beginning of June and was told it would be 13Th June. Never happened. Then told delivery problems Also phone went off telling me not taking calls. Then asked for money back. Got old mattress cost but not mattress cost. Then went to PayPal who I payed by and got refunded within 10 days. Now ordered a lovely mattress via Franks Beds Colchester . Being delivered Saturday. Stay away from B and W you will never get your mattress

I ordered a mattress at the beginning of June, after seeing their mattresses being reviewed on different website. 2 weeks after I haven't heard from them and went back to my account, when I noticed all the negative reviews. I decided then to cancel my order as it was written on their website that you could cancel an order as long as it hasn't shipped yet. I received a reply saying I will get a refund after 7 to 14 days.... after receiving weeks no refund, so I contacted them again and they didn't reply to this email. I paid by debit card so I contacted my bank to ask for a charge back. I am hoping to get a full refund from the bank. I will update my review when I get a refund.
(Ps: sorry for the mistake, English is not my first language).

EDIT: I contacted my bank 27th July to ask for a chargeback ( I paid with debit card) and I received my money yesterday. What a relief as it was a lot of money.