Addressing Common Brooklyn Bedding Mattress Complaints

Discover the top issues customers have with Brooklyn Bedding mattresses. We’ll tell you whether or not these complaints are red flags for purchasing from the brand.

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In spite of many positive customer reviews and an A+ rating from the Better Business Bureau, Brooklyn Bedding receives its fair share of negative feedback. Below, we outline the most common complaints about Brooklyn Bedding and its mattresses. We’ll refute or validate each complaint and provide alternatives where applicable.

  1. Not Soft Enough for Side Sleepers
  2. Unresponsive Customer Service
  3. Sleeps Too Hot
  4. Fine Print in the “Risk-Free” Return Policy

Top Brooklyn Bedding Mattress Complaints

Not Soft Enough for Side Sleepers

Some reviewers complain that Brooklyn Bedding beds are not a good choice for side sleepers. Brooklyn Bedding mattresses come in a wide variety of firmness settings ranging from 3.5/10 (soft) to firm (7.5/10). The Brooklyn Bedding Signature Hybrid, Spartan and Aurora are all available in soft options, which should technically be plush enough to provide side sleepers with the contouring they need at the hips and shoulders.

Brooklyn Bedding representatives often advise shoppers by phone or email to choose a medium firmness setting, which does not work for some consumers. One reviewer wrote, “While the quality of this bed is very good, it is not a good choice for side sleepers.” Another wrote, “It’s okay on my side, but sometimes my arm falls asleep.”

  • Complaints about side sleeping on Brooklyn Bedding mattresses are understandable, given that selecting an appropriate firmness level for your body type and sleeping position is difficult. Although Brooklyn Bedding’s array of firmness settings is usually seen as an advantage, the sheer number of options may make finding the right fit challenging for some customers. It seems that most complaints from side sleepers come from shoppers who have chosen medium or medium-firm settings, so we think the soft Brooklyn Bedding options could offer a solution to this issue.
  • Thoroughly research the best firmness setting for your body type before buying a Brooklyn Bedding mattress.
  • Read the fine print of Brooklyn Bedding’s sleep trial and return policy, in case the mattress you select is too firm or too soft for side sleeping.
  • Speak to more than one Brooklyn Bedding representative about firmness recommendations before choosing a setting.

Great Mattresses for Side Sleepers

Saatva Classic

The Saatva is customizable like most Brooklyn Bedding options and comes in three firmness settings: Plush Soft, Luxury Firm and Firm. It also has a Euro pillow top for a luxurious feel, and the plush soft version should provide ample contouring around the hips and shoulders.

Read our full Saatva Mattress Review to learn more.

Casper Wave Hybrid

Brooklyn Bedding mattresses and the Casper Wave Hybrid mattress are priced similarly. In addition, the Casper Wave Hybrid’s balanced medium feel (5.5/10) combined with a gel pod comfort system allow it to contour closely to the body for pressure relief. This option is best for lightweight and average-weight side sleepers, as heavyweight sleepers need more support.

Read our full Casper Wave Hybrid Mattress Review to learn more.

Unresponsive Customer Service

Some negative reviews note frustrating experiences with customer service, including attempts to dodge requests to return a mattress, unanswered voicemails and unfulfilled promises to follow up with shipping updates or tracking numbers. 

One reviewer’s mattress took more than two weeks to build. Then FedEx lost it during delivery. Brooklyn Bedding made a claim through FedEx on behalf of the customer and agreed to ship a new mattress. Like all Brooklyn Bedding mattresses, the new bed was made to order, and the customer wrongly assumed that the bed would be expedited and put at the front of the line for production. When queried, the customer service team noted that there was nothing they could do to accelerate the production. The customer cancelled her order, as she would have received the bed more than 50 days after she placed the original order.

Another reviewer wrote that he emailed customer service inquiring about shipping timelines. After promises to get back in touch, the customer hadn’t heard anything well over one week later. “The order said seven to ten days for processing and three days for shipment,” wrote the reviewer, “I haven’t heard anything! Wrote numerous emails and called.”

  • Brooklyn Bedding’s direct-to-consumer model can cause hiccups in the form of shipping delays when order volumes are high or factory staff are limited, such as during the peak of COVID-19. While many customers detail their “stellar” experiences with customer service representatives, others seem disappointed over the lack of communication regarding shipping times. Brooklyn Bedding acknowledges delays due to the ongoing impact of COVID-19 but also states that U.S. purchases are delivered within three to four business days, which can be confusing for customers.
  • The quality of a company’s customer service can’t be judged by a single interaction, and it appears that most shoppers have positive experiences with Brooklyn Bedding customer representatives. However, the reviews that mention no response to repeated voicemails or emails give us pause. If customer service is very important to you, especially during the shipping or sleep trial periods, consider contacting Brooklyn Bedding’s customer service team with questions about policies before you buy. Your experience with their responsiveness or communication during this “trial run” may indicate how well the process will go.

Sleeps Too Hot

Hybrid mattresses tend to sleep cooler than all-foam styles, so it’s mildly surprising to see some customers mention that they sleep hot on Brooklyn Bedding mattresses. One five-star review even mentioned this issue: “I have their new bed and I love it, but I do tend to sleep hot at times.” 

Another reviewer wrote, “This mattress is very comfortable, and it’s just the right level of firmness. The only downside (coming from a traditional innerspring mattress), is that it does retain heat, which can be a problem in the summer.”

  • Five of Brooklyn Bedding’s six mattress options are hybrid beds, meaning that they have coils at the support core. Coils should encourage ample airflow throughout the mattress to help with temperature control. However, many of the beds also contain memory foam in the comfort layers, which has been known to absorb heat. Softer beds also tend to sleep warmer than firm mattresses, so plush Brooklyn Bedding options may sleep warmer than the brand’s firmer beds.
  • If you sleep hot, we recommend the Brooklyn Bedding Aurora, which the brand advertises as a “luxury hybrid with advanced cooling technology.”

Mattresses that Sleep Cool

Cocoon by Sealy

Our Editor’s pick for best cooling mattress, the Cocoon by Sealy is designed for hot sleepers who like the feel of a memory foam mattress.

Read our full Cocoon by Sealy Mattress Review to learn more.

Bear Hybrid

The Bear Hybrid contains cooling gel memory foam and individually wrapped coils that continuously carry heat away from the body. It’s also a good option for couples and eco-conscious shoppers.

Read our full Bear Hybrid Mattress Review to learn more.

Fine Print in the “Risk-Free” Return Policy

One of the most common complaints about Brooklyn Bedding is the fine print associated with its “zero risk” return policy. On its website, the company advertises that customers can try its mattresses “100% risk free,” but consumers take issue with the policy and often find its finer details frustrating.

For example, one Canadian customer noted that he was not refunded shipping costs ($250) for returning his Brooklyn Bedding mattress within the trial period. The brand was also unwilling to take the mattress back for donation or recycling, leaving disposal of the bed up to the customer. Although the FAQ section of the brand’s website highlights a few of these details, they are difficult to find.

Another reviewer took issue with the brand’s 30-night break-in period, which requires that customers sleep on their mattresses for 30 nights before initiating a return during the 120-night sleep trial period. While intended to encourage customers to allow their bodies to adjust to the mattress for a full month before making a decision, this reviewer, a side sleeper, found her mattress so firm and painful that she dreaded sleeping on it for the remaining 29 nights and had no other mattress option at home.

  • It’s not uncommon for mattress companies to require customers to cover some part of their return shipping fees or to require a break-in period before customers can initiate a return. While it’s ultimately up to customers to read the details of the policies for the products they purchase, we think that Brooklyn Bedding’s return policy marketing, which includes strong statements like “100% risk free, “no drama” and “zero return fees,” is misleading. The brand could benefit from some flexibility and communication in its mattress policies.
  • Discuss the exact details of the return policy for your delivery area with a Brooklyn Bedding customer service representative, and try to receive those policy details in writing before purchasing your mattress.
  • Consider an alternate mattress company that has a similar trial period (120 nights) but does not require a break-in period.

About Brooklyn Bedding

Brooklyn Bedding is a family-owned mattress and bedding manufacturer that got its start in 1995. It began selling bed-in-a-box mattresses in the 2000s and has since grown into one of the most popular online mattress brands in the market. The company sells six mattresses, all of which are made to order in Phoenix, Arizona. Most every mattress sold by the company has a lower price when compared to its competitors, and four of the six beds come in three firmness options.

Brooklyn Bedding has created mattresses targeted to different sleeper types, from the ultra-cooling Aurora to the recovery-focused Spartan. Overall, the beds tend to appeal to a certain shopper type: those who like high-quality mattresses with reasonable price points and appreciate American-made products. For more information about each Brooklyn Bedding mattress, see our individual mattress reviews:

Why Choose the Brooklyn Bedding Mattress?

Brooklyn Bedding mattresses are popular because of their high-quality, American-made constructions, direct-to-consumer manufacturing and array of firmness options. But by far the most sought-after model is the Aurora.

Specifically designed for hot sleepers, this bed is ultra-cooling thanks to pocketed coils, as well as an icy phase-change material in the quilted cover. Other cooling benefits include a copper-infused Energex foam top layer and cradling TitanFlex foam. This mattress has a slow response to pressure when you lie down, and you can almost feel the cover working to actively dissipate body heat.

The support core of the Aurora is thick, 8 inches, which gives it a nice bounce that makes changing positions easy. This height also enhances edge support and provides plenty of space for air to flow through the mattress, contributing to its breathability. The foam layers in this bed absorb motion transfer incredibly well, so it’s also a nice pick for couples who require motion isolation to sleep peacefully throughout the night

The Aurora comes in three firmness settings, soft (3.5/10), medium (5.5/10) and firm (7.5/10), meaning that almost any sleeper type (back sleepers, side sleepers and stomach sleepers) and body type can find a fit that is comfortable and alleviates pressure points. As a bonus, the Brooklyn Aurora comes with a 10-year warranty, which should protect the consumer from defects for the lifetime of the mattress.

Haven’t made a decision yet? Check out these comparisons:


Check out our comparison tool to see how it stacks up.

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The Bottom Line

Overall, we don’t think any of these common complaints are serious enough to deter you from the brand as a whole. You’ll have the most success shopping with Brooklyn Bedding when you take time to read through the brand’s product and return policies, speak with customer service representatives about what to expect, and consider how the model you’re eyeing will work for your sleeping position and body type. 

To understand more about the pros and cons of each Brooklyn Bedding mattress, we recommend reading our individual reviews. You can also start by developing a better understanding of the types of mattresses and mattress firmness levels that work best for you. For more information, read our mattress firmness guide and our mattress buying guide.

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