After researching for a few weeks and after seeing all the good things about Brooklyn Bedding here at TMU I decided to take the plunge with #BestMattressEver. I spoke with BB over the website chat and they helped answer several of my questions. BB also confirmed that if i ordered the mattress that day (Thursday May 21st) it would arrive by the following Thursday (May 28th). I explained I needed it by then as I had family in town and needed the mattress so they had somewhere to sleep. BB confirmed it would ship Friday morning and arrive in time, so I placed the order.
On Friday the mattress still showed as processing. After mid-day I wrote an email asking about the status of the mattress. BB stated that he wasn’t sure why it didn’t ship but they’ll have it out first thing Monday (which I thought was strange do to the holiday). Monday came and went and no tracking information. I emailed BB on Tuesday asking for the status and reminding them that they promised I’d receive the mattress on Thursday. I was told the mattress was actually shipped Friday and I’d have it by Thursday. Later on that day I received an automated email from BB stating it just shipped. BB still confirmed the mattress would arrive by Thursday (I assumed expedited shipping). Later that night I got the tracking information which showed it would arrive Monday June 1st. On Wednesday I asked if they could send a mattress next day or expedited so I’d at least receive it by the weekend. I was told they don’t do next day shipping. I sent them a follow-up email with my complaints that has still gone unanswered (EDIT: This was answered Tuesday 6/2)
Fast forward to today, the mattress was delivered. After carrying it up into the bedroom and pulling it out of the box the writing on the mattress said “Firm” even though the shipping label and box said Medium. I had ordered Medium. After calling BB they said it was their mistake and they’d send a replacement mattress that day overnight and I’d receive it Tuesday. This was interesting as just last week they just told me they don’t ship overnight. As of writing this, the FedEx tracking still indicates FedEx still hasn’t receive the package, so it looks like I’ll now get the mattress on Wednesday.
Throughout this process, BB customer service has been terrible. They don’t seem to care that nothing they tell me is accurate. I understand that mistakes do happen but this is just ridiculous. I could have ordered a different mattress even up until Wednesday if they had told me it wouldn’t arrive by Thursday. As a result my girlfriend and I have been sleeping on the couch for the past 5 nights. Now we have to wait another two nights as BB sent the wrong mattress. All I get back from BB is “I apologize” and more inaccurate information. Looking back I should have canceled after they didn’t ship it out initially but I didn’t think a company could make so many mistakes. I literally have pages of emails with BB failed promises.
(EDIT: After speaking with BB they’ve clarified the reasons around the shipping delays being a combination of the holiday and an issue with FedEx. I’m confident now that it was a “when it rains, it pours” scenario and this isn’t the typical customer experience.
Thanks for taking the time to share your story and I’m sorry to hear about some of the shipping and delivery issues that you experienced. Unfortunately you are a classic example of “when it rains it pours”.
While Brooklyn Bedding has developed a great reputation for exceptional customer service over a period of many years (including the many hundreds of members of this forum that have purchased from them and had a great experience with them) … I know that this may not mean as much to you when you are one of the rare exceptions to the rule.
I also don’t know all the specifics of your situation or the other side of your story and why you were told what you were told but I can make a few comments about your situation and about Brooklyn Bedding in general.
I’m surprised that after a few weeks of research that you didn’t register on the forum and make a single post so that you could receive the forum members discount on your mattress.
I would keep in mind that a manufacturer can’t always control the exact timing of their courier deliveries and while they can provide you with information that they believe is reliable about shipping dates and times … the courier companies can also experience delays that can be outside of their control and this can happen more frequently during holiday periods. May 22nd was also a Friday not a Thursday although that may be a moot point.
One thing that I can say with certainty though is that none of the employees at Brooklyn Bedding lie to their customers. While that doesn’t mean that they can’t make mistakes or provide information that they believe is accurate that turns out not to be … more than most businesses in the industry they are honest to a fault and they have no reason to knowingly lie to a customer and it’s certainly not their style or part of their history.
I don’t know the specifics of the shipping times on your mattress or what their records show but your mattress may very well have left the BB warehouse on Friday without all the information being entered into the FedEx system (which can happen after the fact) which would account for why it wasn’t showing up on the tracking system on Friday so from their perspective it may have been shipped and may have been in FedEx’s possession over the weekend and the tracking information may not have entered or sent out till after the long weekend on Tuesday. As you know it’s easy to make assumptions that turn out not to be as accurate as you may believe.
It’s always unfortunate (and even rarer) when there is a second mistake in a single delivery and I know from personal experience that this is when frustration really begins to take over and it becomes much easier to be predisposed to believe anything negative about a company you are dealing with. Their comments about not shipping overnight are accurate and it’s not what they would normally do unless the circumstances clearly indicate that an exception would be justified so when you received the wrong mattress after the original shipping delay they may have decided to make an exception in your case. This doesn’t mean that they would do this with every shipping delay or that they weren’t telling you the truth that it isn’e something that they do last week … only that they can make an exception when the circumstances warrant it (and your original delay probably wouldn’t have warranted shipping another mattress overnight if they still believed that the arrival of your first mattress was imminent). Hopefully your replacement is in the Fedex system and just not entered in their tracking system yet and you will receive it tomorrow but of course you will know for certain when it arrives.
So once again … your experience is very unusual and while they did make an exception to ship your replacement mattress overnight … I can understand that you aren’t happy. Your comments that they don’t care about their mistakes is of course also not accurate and is also something that you can’t possibly know but I also understand that it comes from your frustration rather than from an ability to read their minds and know what they are thinking.
With the quality and value of their mattresses and their normal exceptional customer service they will almost certainly be in business for many years to come (and I hope they are because there certainly aren’t enough sources of great quality/value mattresses and good companies in the industry) and situations like yours are very rare exceptions (and aren’t because of any management changes) but once again I realize that your personal experience doesn’t reflect the normal experience of their customers so I can understand that you would think otherwise and that your thoughts about BB are colored by your experiences.
Quite frankly … and in spite of the issues that can happen with any company on occasion … I wish there were more companies like them (and the other members of the site) in the industry as a whole.
I hope you have the chance to let us know when you receive your replacement mattress.
Thank you for your response and for providing such a great place to discuss, research and share experiences with mattresses.
While I do agree it sounds like more of an isolated case, I’m more frustrated with how BB has managed expectations. I can understand FedEx sitting on a package but couple that with ignoring emails, sending the wrong mattress and now stating I’d receive the replacement mattress tomorrow (now today) and it still not shipped. These alone are isolated instances but combined, now that is an issue.
I found TMU towards the end of my research. I did register prior to buying and BB did extend the TMU discount as they saw I was referred by TMU.
Yes, you are correct. I meant Thursday May 21st.
I wouldn’t say it isn’t accurate. It is accurate as it relates to my situation. And all I have to go on is my situation. To give you a bit more context I’ve PM’d you a copy of the email transactions.
Hopefully they will get this resolved for you. It’s a shame what you had to deal with and I do agree that sometimes there can be a disconnect at companies between the sales and shipping channels although terrible you had to deal with it twice now.
Brooklyn Bedding has to realize that they are now competing with companies like Casper and Leesa that literally fall over themselves to help in the customer service department. Now this is likely because they have built larger margins into their mattress price to cover this at the expense of some mattress materials, however if you’re launching a new mattress to compete with them you need to make sure that at least the initial experiences are overwhelmingly positive, otherwise it’s not gonna stand a chance against the marketing machines of all these new bed in a box companies out there.
I hope for your sake at the end of the day they make good on this for you and you love the mattress. At least then a couple years from now you can at least see it being all worth it in the end
At least you received the discount without qualifying for it (it requires one post) although many of the manufacturers don’t enforce the single post requirement as long as you are registered.
Did you send this in an email or through the forum PM system? Either way I didn’t receive it so perhaps you can send it again.
I have been attempting to get in contact with you via telephone, I would be happy to get this situation resolved for you as I do understand there was very much miscommunication between myself and my shipping department throughout this entire process and I do apologize for that. I personally was not meaning to provide false information, simply information I was relaying back from one party to another.
It seems as thought the situation had snowballed from the point of notification to now, I would greatly appreciate the opportunity to correct this situation for you.
I also appreciate the fact that everyone knows mistakes happen but I do feel very badly that this situation has left you with bad impression of our customer service. Providing great customer service is something I pride myself on as well as what I come to expect from any one of our customer service representatives here when I am not available.
I look forward to speaking with you and any other customer that might have questions about our merchandise and policies. We truly offer some of the highest quality products on the market.
Feel free to contact me directly or by chat / email.
Thank you,
Mario
Brooklyn Bedding
888.210.8751
480.323.8831
I received your email transcript (which showed your emails from May 22nd until May 27th) and I didn’t see anything that would in any way indicate that they weren’t providing you with the most accurate information that was available to them or Brooklyn Bedding going out of their way to try and find out the status of your order.
I also noticed that you misread part of their site which said that they would ship out the mattress within 1-2 days and “translated it” as meaning that they would ship it out overnight (which as they told you isn’t possible).
It also makes clear that the reason they didn’t send you a second mattress so you could refuse the first delivery was because the first mattress they shipped was likely to arrive before the second shipment would have been received so at that point there would have been no point in sending you a second mattress.
I get the sense that you may be holding them responsible for an exact delivery day and as any manufacturer will tell you this isn’t possible when you are dealing with FedEx … especially over holiday weekends. They also told you that your mattress was loaded on the truck and ready for pickup on Friday (which is their part of the delivery) but that FedEx either didn’t scan it or enter it into their system or perhaps begin the delivery process until after the weekend. I would keep in mind that FedEx works on “business days” not “days”.
Of course the emails don’t cover the period of time after you received the wrong firmness and this was an unfortunate mistake but in all fairness it seems that they are sending you a new mattress with the correct firmness with the fastest shipping method possible.
In reading what you sent me it appears that your expectations may have been somewhat unrealistic perhaps because you “needed the mattress” before your family was in town and this may have changed your expectations about what was “possible” which was probably part of the reason they went out of their way to provide you with the most accurate information that was available to them and giving you “best estimates” based on their normal experience with FedEx even though it didn’t arrive as quickly as you were hoping for.
While I appreciate you taking time to read the transcript, we will agree to disagree on our perception of it’s contents. I’m in sales myself and if there is a problem with any part of the process we own that issue whether it is shipping or manufacturing or anything else… If we tell a customer something will arrive my a certain date and it doesn’t, it is ultimately our responsibly and we don’t pass the blame.
BB (Mario) and I spoke on the phone this morning and came to an agreement on how to move forward. I am pleased with their solution and am happy with the outcome. I’ll be receiving the replacement mattress Wednesday. I’ll be sure to post back in a few weeks on my experience with the mattress.
That’s great to hear … and thanks for letting us know :).
I also noticed that you changed the title of your topic to better reflect a final outcome that you are happy with which I think was a good idea and is very fair and I’ve changed the title in the replies as well to reflect your change.
While our perspectives about your experience and your communications with BB may be somewhat different … sometimes that’s part of the value of a forum where different opinions and perspectives can be expressed and hopefully as in your case lead to a good resolution.