Brook + Wilde Reviews 2,517

Purchased a premium mattress spending nearly £2k after the discount. Went for the firm one. It was like a rock, so returned it for the medium one. Sadly it has also been rock hard, and you only get to swap it once. Tried to email them to explain, but they did the email equivalent of a shrug. Thought the mattress might break in after having it for nearly two years, but I still get back ache because there’s no give. Had back ache last night and remembered I wanted to write a review. Considering the cost, the service is poor and the product is even poorer. Won’t be buying from them again.

STAY AWAY ! DO NOT DO THE MISTAKE I DID ! I CHECKED THE COMPANY AND THEY ARE UNDER COMPULSARY LIQUIATION . AND THEY SHOULD NOT BE SELLING ANYTHING !

In 2023 I paid this company over a thousand pounds for a new mattress which was never delivered then they went bust. I cant believe they are again trying to sell things to people and they even sent me a marketing email

Well let me tell you I’m going to trading standards because our mattress fell apart in WEEKS. So me being the person I am after spending £800 on a mattress cut the thing to bits. What I found was an absolute joke. They are running a SCAM. My partner makes furniture for a living so I can tell you EXACTLY what these are made of. Wadding, reconstituted foam, and polyurethane foam and then glued together. I reckon it’s costing them about £100 to make these at MOST and they are absolutley laughing at every customer that buys them! I wish I could add pictures to this review because I am absolutely disgusted. No wonder you have that option disabled 😉

Mattress Purchase Experience and Warranty Claim
Initial Purchase and Installation Issues
Three years ago, I purchased two mattresses from this company. During installation, the delivery team accidentally knocked a glass of water into a wall socket, which caused the power to the entire house to trip. Despite being asked about the incident, they did not inform us of what had happened.
Warranty Claim Process
This month, I attempted to make a warranty claim due to the foam layers of the mattress separating, which rendered it unusable. The company informed me that they are now operating under a new name and advised me to make a claim under Section 75 instead.

I subsequently submitted a claim through my credit card provider. However, the company refused to review the photographic evidence of the mattress or provide a letter stating that the fault was a manufacturing defect, insisting that the mattress was not theirs.

Given their unwillingness to provide the requested documentation, even for the purpose of purchasing a new mattress from them, I have serious doubts about their ability to organise anything or produce quality products. Their actions suggest a lack of professionalism and competence.

Mattress buggered within 2 years complained and they went into liquidation not honoring warranty

Disgusted with the whole company. We bought a mattress in 2021 and discovered that the sponge layers had started to come apart. We emailed them with photos attached and no response. Nearly 3 weeks later after finally leaving a message someone called us back. Only to be told that they had gone into liquidation and no 10 year guarantees were upheld .
So why does the website look exactly the same? Same products? All they have done is put in the word SLEEP!!
I would recommend that you do not purchase anything from Brook + Wilde(sleep) unless you want to be hundreds of pounds out of pocket.
AN ABSOLUTE CON of a COMPANY!!

Absolute scum bags. I’ve bought 2 mattresses from them in 2021 and 2020. They have both got huge sagging so thought I would contact them about the issues as under the 10 year guarantee. Only to be told they are a new company with a very similar name and all guarantees are now void. Looking at the reviews the beds are completely useless and designed to break. As they are appallingly made. Absolutely disgusting. They will do the same in a couple of years!!!

Bought bed a few months ago. It collapsed. I have a 5 year old child and was super dangerous. Customer service is non existence when there is a complaint. Chasing for 3 weeks no one cares.

Purchased a very expensive mattress at the end of 2021 but unfortunately it hasn't lasted. Despite the 10 year guarantee at the time they have refused to exchange or replace it because the company have liquidated and changed their name. I am so upset because it was a very expensive mattress that took a lot to save up for because I am disabled, and it hasn't even lasted a full four years let alone ten. There's absolutely nothing I can do to get a replacement but what I can do is tell you not to buy mattresses from this company because they don't last. They are still selling the same one that I bought.

We have had our mattress since February 2023. At first the mattress was firm and comfortable. After around 1 year the mattress became very soft and large imprints moulded into the mattress which made for a very uncomfortable sleep position. for reference my partner is circa 65k and I am circa 80kg so not heavy. Over the last few months the mattress has become non useable and we are now having to swap for another. I understand memory foam should mould to you but not to this extent. A poor mattress and highly recommend you consider an alternative.

This company went into liquidation in 2023. Now they’re called Brooke and Wilde Sleep, it’s unbelievable companies can do this. All warranties are now void which means you can assume all products bought through the new company will also have pointless warranties when they ‘liquidate’ again.

I called about our mattress because we literally can't sleep on it anymore. It comes with a 10-year warranty, so I asked what they could do. Their response? "Oh, if you purchased the mattress before some random month in 2023, we can't help you — that company was liquidated, and now we're a different company." Seriously?

Ten-year warranty. Gone. Just like that. 😂😭

This is the third time we've had to replace the mattress — and every time, it's been a disaster. I don’t know who says these mattresses are great, but I wake up every morning with a sore back and zero rest. Absolutely terrible quality and customer service. Avoid at all costs.

AVOID LIKE THE PLAGUE!!!
Ordered a mattress back in 2023 and was given the run around regarding trouble with a delivery partner. After a month of back and forth and still getting nothing other than ‘you’ll get more info in 7-10 days’, I requested a refund. Was told it would be with me in 14 days but nothing. And that was the last I heard from them. Many emails later and a failed court summons due to emptied office building, I gave up.

Looking into it a year later I find that the company was clearly in trouble and dissolved around the end of 2023.
Then shortly after a new company by the name of brook and Wilde sleep was created with a clean slate.

I unfortunately lost my money as I didn’t pay on a credit card so was unable to claim back through the credit card company. So beware.
I’m so shocked to still see in 2025 that the company are still taking orders and there is still clearly issues with carrying out orders. Just look at all the bad reviews still being written after all these years.

I decided to buy a mattress from B+W because my partner had bought his Ultima mattress from them a few years ago, and I thought it was extremely comfortable. When I went to purchase it at Christmas, I found that their best mattress (The Perla) was on sale for 50% off, which meant I could have one made from all-natural fibres for an extra £160, as the Ultima was only on sale for 40% off. Once it was delivered and we had a couple of weeks to try it out, my partner and I discovered it was much too soft and gave us both back problems. I spoke to customer services and they explained that as the Perla is made from natural fibres, it is a much softer mattress than their others (no explanation of this on the website) and asked me to confirm this to them in writing that I would like to swap it for the Ultima. They then wanted reconfirmation about which mattress I wanted to swap it for, but then I heard nothing further. Having received no response, I chased that up and was told that as the mattresses were no longer on sale, there was a difference of £160 and it would need authorisation from management. I chased this up several times and requested a refund, but I still have not received a response. Nearly two months after my initial complaint, I raised the issue with my credit card company using Section 75 to have them help me get a refund; however, to date, I have not received any response from Brook + Wilde.

I would not recommend anyone use this company. Even if you think you are getting a good deal, you will be disappointed with the product and then be left to deal with disposing of a useless mattress. Do your back a favour—buy from someone else!

Terrible experience and clearly a company that is still trading as a reincarnation of the fraudulent behaviour they did before.

I purchased a BW mattress, and made a mistake the on the type I wanted. I then ordered the correct one immediately after, this amounted to close to £3k. I called to cancel the first one the morning after after they ignored my email/chat message, and was told it would take Brook and Wilde THREE weeks (14 WORKING days) to initiate the refund for the order, thent the 3-5 days for banks processing time.

This started some alarm bells for me, so I did a little research into the legalities of this and found that Brook and Wilde went bankrupt after selling poor quality mattress and have simply reopened with a new name, selling the same poor quality mattresses.

I immediately called to cancel the second order and bizarrely was told 'I need to cancel in writing'. Anyhow, after doing this, I was told again it will take 3 weeks to refund my money and 4 weeks to receive it.

So Brook and Wilde have almost £3k of my money and intend to keep it for over 3 weeks.

I run my own business and it takes a couple of clicks to refund a purchase.

Can you imagine how difficult they would be if you opted to return a mattress under their 200 day trial policy???

I looked into it further and found that the person you will speak to on the phone/email, name beginning with L, has been employed by Brook and Wilde since the beginning (the bankrupt company now remerged) and is also employed by the marketing team Blue Crush who created the advertising and marketing strategy and materials for Brook and Wilde.

Brook and Wilde is now owned by a Manchester mattress maker called Comfortex that has a cheap 'outlet' store in Oldham.

All in all , dodgy as heck, withholding over 3k of my money, failed company, not honouring warranties, avoiding refunds.

Be warned. Avoid at all costs.

As many other reviewers have unfortunately commented, we have had a terrible experience with this company. Unable to honour the 10 year guarantee for what appeared to be their most ‘luxurious’ mattress which is now unbearably uncomfortable. The company may have resumed with a slightly different name but be warned the products are the same.

Purchased 2 mattresses in 2021, both are like a sponge . We all have terrible back pain from the mattresses.
These mattresses quickly sag on the sides and dip in the middle. They offer zero support at all. I wouldn't even pay £50 for one tbh

A bunch of crooks! I spent £1000 on a mattress with a ten year guarantee from Brook and Wilde in 2021! It has already completely sunk along one side. Brook and Wilde went bust and have since been rebranded as Brook and Wilde Sleep. The products are still the same they just don't honour guarantees. Don't buy anything from these people!

I purchased a Brook & Wilde Lux king size mattress 6th May 2024. The issue I have is with the handles on the detachable cover used to move the mattress.
In December 2024 we needed to move the mattress when redecorating the bedroom, however when attempting to move it off the base using the handles the stitching tore open and exposed the mattress inside. They simply are not strong enough to do the job.
I contacted Brook & Wilde by email in January to raise this issue with them. After 12 days I received a reply stating that the detachable mattress cover is not covered by the guarantee. They offered to sell me a replacement cover for a single mattress for £90 instead. They actually got the wrong size mattress as well.
I immediately replied asking them to reconsider their response but to date have not received any further communication.
Under the Consumer Rights act 2015 products should be fit for purpose and last a reasonable length of time. I don't believe the mattress meet the criteria and would expect a suitable response from Brook & Wilde.