Brook + Wilde Tracking Order Status

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

I've had a Brook and Wild mattress for approx 5 years. It was comfortable for four of those years but I've had neck and shoulder pain in the last year and after buying several new pillows I now realise it's the mattress which is not providing sufficient support. I'm contacting Brook and Wild but having read comments re the change in ownership I'm not expecting the ten year guarantee to be upheld. I'll comment again if I get a positive outcome from my enquiry. Whatever, I need a new mattress.

By far the best mattress I have ever slept on. Went for the Lux option & 4 years in its still as good as new.

Brooke and Wilde were recommended to us by friends who had tried .... and returned, 3 other mattresses before settling with Brooke & Wilde. We've only had the mattress a few days, but what an immediate difference! Its like sleeping on a cloud, soooo comfortable, and no stiff joints in the morning. All staff were very helpful during the ordering process and the delivery guys were lovely and helpful too. Based on everything so far, I would definitely recommend - you won't regret it!

We were thrilled with our mattress, no stiffness in the morning and a blissful comfort now when sleeping. It was a no brainier when we needed another mattress to buy another. Delivery was good and we were kept well informed.