Please see my updated review in the 3rd post, as nearly all issues have been remedied through either time or the efforts of their sales staff since the original post
Hi all,
I figured it was my duty since this forum was so helpful to review my purchase. When buying online, you can never get enough information I feel like! I give the entire experience 2.25 out of 5 stars. The mattress getting a 3.5/5 and the customer experience getting a 1/5.
I went ahead and purchased the Aloe Adelle from Brooklyn Bedding. I’ve had it a week and I will say I’m generally pleased, though the mattress really hasn’t met expectations. If that doesn’t make sense, realize every review on the BB website for every mattress is 5-stars. I of course found this suspicious and to this day assume they filter out any sub-5 star review. But when you do that, you’re going to have people assume 5 stars is where the bar is at.
While I do believe the quality of the materials is there, I hope this post will provide some greater detail that I wish I would have known before purchasing.
1) If you like memory foam, there’s a very good chance you won’t love this mattress. They do say up front that this is a hybrid style mattress. Honestly, I don’t see why you would buy it. Perhaps the aloe alexis (two latex layers instead of 1 memory foam and 1 latex) is the better option. Because they put a quilted cover of approx. 1.5" of wool/other foam ABOVE the memory foam, this feels closer to a traditional mattress than a memory foam mattress and you’ll be sleeping more on it than in it. Imagine a spring mattress that you’re probably used to without the bounce, and you can picture what I mean. I am 150lbs and though I do feel a very slight presence of memory foam (I can tell that I’m sinking lower), the cover removes the memory foam’s ability to conform to your body’s crevices perfectly. Hybrid is right. It’s a little better than a spring mattress, but not as good as a traditional memory foam one where you lie right on the foam.
2a) The Post-Sale Customer Service is Atrocious. I’m thankful that the main parts of my bed are correct. As part of the Father’s Day Sale, I was told that I’d be given a free mattress protector and 2 free pillows with my purchase. I was advised by my salesman that even though I was getting a King bed, I should get Queen pillows since he believes the King ones are chronically understuffed and come out floppy. When my order arrived, the pillows included were King and were more like pancakes than pillows (it has roughly 60% of the level of stuffing that would be normal). I called my salesman to straighten it out. Left a message. I called him again days later. Voicemail again. I emailed the sales@ email account to try to explain that the wrong pillows were sent. I was told that the pillows were free, so they won’t take them back or exchange them.
Hold up.
They weren’t “free” like a giveaway. They were included as part of a sale. In fact, I was told they WOULDN’T honor the mattress underground 5% discount on my bed because of this other sale. So believe me, this wasn’t free. It was in place of another discount I could have taken. I replied and told this new salesman that my other salesman promised me queen pillows and as of now he is “looking into it” - that was 5 days ago.
The point of this story is this: imagine if there was something wrong with your bed. My salesman won’t pick up my calls even though he was very eager to talk multiple times before I made the purchase. The other guy is willing to investigate 5 days (and counting) for an error in what they sent me and it’s just pillows. Honestly whats the cost to make a pillow with scrap latex. $3? And you’d rather save that paltry sum than receive excellent customer service reviews?
2b) Zipper Issue
When my bed arrived, the zipper was inaccessible. See this photo:
Where my pliers are is where the zipper head is. It’s overlapping a full 12" beneath the other one. I called Dreamfoam (since it was their number, and not BB, that was on the return address – not to mention remember my salesman wasn’t taking my calls) and, surprise surprise, got voicemail and left a distress message. It’s been 6 days since I left that message and he hasn’t returned my call. I made myself bleed trying to coax the zipper out. This is something that easily could have been checked for assuming they had a quality assurance area. I eventually made a hook out of some metal wire and slid it down the small gap between the overlapping zipper layers and got it out. Again probably the biggest problem here is the support team has gone ghost since they received my credit card number.
3) Heat This is probably not their fault but it’s worth noting. The mattress sleeps hot for me. I woke up last night in a sweat. I found this odd considering it’s gel infused for cooling, AND that quilting layer is supposed to increase breathability. Plus remember I am only 150 pounds and barely sinking into the mattress, and we keep our bedroom at 67 degrees. Again not saying this is a Brooklyn Bedding specific issue, but just wanted to pass along that even though it’s gel-infused and even though they have an inch of wool above it, it’s clearly not immune from the heat issues in the foam industry.
In general, I find I’m sleeping just okay. Not great, not terrible. I find it interesting that even though it’s all foam, I’m still having lumbar pain and feel like it’s not as firmly supported as I’d like. I might try switching the memory foam and latex layers to see if that helps the heat/support issue.
Conclusion
I chose BB because they seemed to be the most popular on this website, and I figured if I was going to order online, which I was wary about anyway, I may as well try to get the highest rated company from peer reviews.
While the quality of the materials seems good, I probably would not order from them again just because if something goes wrong, they’re not there to back it up. Also this mattress just isn’t what I had envisioned, which is probably my fault since my wife and I both liked memory foam when we laid on it, and took a gamble that the cover wouldn’t be as thick as it is (see point #1). My final advice would be that if you’re ordering online, it’s probably best to stick to companies that have a trial period with a no-questions money back guarantee. While I might not return this mattress even if the guarantee was there just because of the hassle, if it was just a little bit worse I’d be considering it more seriously.
Sorry for being so negative. In the end, I do think I put it in the “good enough” category - hence the above average score of 3.5/5 stars. Just keep your expectations grounded 
