Brentwood HomeReviews 3

Mattress has 3 week production time. We are now on week 4 and no one can give me an update on when it will ship. So I requested to cancel the order and they were quick to say yes but that will take 48 hours to process my request. Making think they weren't making my order in the first place.

I purchased their Replacement Bamboo Mattress Cover. The picture on their website even has the word bamboo on it. They sent me a 100% polyester mattress cover.

Very dishonest.

When I called them out on it they said:
12:59 PM | Deja from Brentwood Home: Thank you for allowing me a moment to research... It appears that the product is polyester and does not contain bamboo at this time due to a product switch.
01:03 PM | Deja from Brentwood Home: Our product is as tagged and we do not offer the cover made with bamboo. The team has let me know that this is a product identifier in name only

I ordered a Brentwood Home hybrid latex mattress on 12/5/2021 and received it on 12/17/2021. It took longer than the "ships in 4 business days" advertised on the website as FedEx did not pick it up from Brentwood Home right away. After receipt and unboxing and unrolling the mattress, I noticed the mattress law tag had a production date of 9/3/2021 – three and a half months before I received the mattress! I also noticed that on the mattress box, there was a sticker under the sticker with my name and address – this sticker had "ship to: stock" with a different order number on it. That sticker also says to open the mattress within 2 weeks of receipt when it has likely been in the box for over 3 months!

As the website stated it is a made to order mattress, I reached out via email to Brentwood Home. Anisa at Brentwood Home said that the mattress law tag was printed at a different time than the mattress itself was made, and the mattress was indeed made to order. I found this hard to believe but I emailed back and forth with her to no avail.

I filed a dispute with Paypal, but Paypal denied it on a technicality – their protection does not extend to custom made items! So I put up with the mattress for 30 days until I could start the refund process. This was not easy as I found the mattress to be much firmer that the medium feel advertised and it caused back pain. Once the 30 days were up I began the refund process on 1/17/2022. I had to email a bunch of pictures of the mattress to Brentwood Home to prove it was in good clean condition, which it was. Brentwood Home and I tried to find a charity to donate the mattress to but we could not find one. Probably due to Covid and that I am not in a major city. LoadUp ended up picking up the mattress on 2/5/2022. After sending pictures of the pickup the same day for proof, my refund for the full amount was issued the following business day, 2/7/2022.

I give Brentwood Home 3 stars for promptly issuing my refund after the mattress was picked up, but if a made to order mattress is important to you I would look elsewhere. In the past I have ordered from companies like Amerisleep and Winkbed, where you actually receive a made to order mattress as you can tell from the mattress law tag.