Brentwood Home
reviews and complaints

I got the Cypress queen bed from Brentwood Home. I did what they said and opened it when it arrived and waited for it to expand for 58 hours. It didn't get to the full 13 inches and half of it was really hard. I talked to customer service and they said to bounce on it and put pressure on it to loosen it up. I'm 76 and sleeping on the couch, so I bought a full size queen, not a half. I sent them pictures and they said to wait two weeks and they'll look at it. They said to try it for 30 days and if I don't like it, they'll give me my money back. The President said to buy American-made stuff, but some things are missing, like quality work and knowledge about the product.

Brentwood Home said they'd make my order in five days before sending it out. But it's been 17 days since I ordered and I still haven't got it. Every time I ask them, they say I'll get an update from their production team by the end of the day. But it's been 17 days and I don't even know if they've made my order. Is Brentwood Home for real or just a fake website that takes people's money and then doesn't give them anything? I don't know and it's really worrying. They say they're doing everything they can to get my order done and sent out fast, but they've been saying that for 17 days. There's been no solution and every time I ask, they just say empty words and promises.

This company is not good! I bought a fancy pet bed and they said it would come in two weeks, but it didn't. I talked to customer service and they said they shipped it, but FedEx didn't have it. Finally, they shipped it but it got lost and took two more weeks. I asked for a new bed and they said they would send it, but they didn't. Instead, they gave me my money back and said "hopefully you get your bed." My dog needed the bed because he had surgery, but he had to wait four weeks. This company is bad and I won't buy from them or their sister company, Avocado Mattress.

I got me a Brentwood Home hybrid latex mattress on 12/5 and got it on 12/17. It took longer than the "ships in 4 business days" advertised on the website as FedEx didn't pick it up from Brentwood Home right away. After I got it and unboxed and unrolled the mattress, I seen the mattress law tag had a production date of 9/3 - three and a half months before I got the mattress! I also seen 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. As the website said it's a made to order mattress, I emailed 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 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 don't 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 couldn't find one. Probably due to Covid and that I'm 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.

I ordered from Brentwood Home and chose the 5-10 day shipping option. It's been a while and I still haven't gotten my item. I sent an email to ***@brentwoodhome.com on December 10th, but I haven't gotten a response yet. The item hasn't even been shipped yet according to the tracking information.

I ordered something from Brentwood Home on November 1 and it was supposed to ship in three weeks. But now it's been five weeks and I still haven't received any update on the shipping date. It was supposed to ship weeks ago! When I contacted customer service, they blamed the closed ports and said they couldn't give me a ship date. This is really bad customer service and false advertising. I should have just ordered a nugget instead.

Delivery date was way off. My husband took off work because of it and they never came. I ordered a mattress about 2 or 3 weeks ago. I looked up tracking info on Brentwood website and it said delivery date was on a certain day last week. My husband took time off so he'd be here to help move it since it's about 170 L.B.S. Well it never showed that day so I emailed them and asked why. *** emailed me back and was no help. We have had to sleep on the floor all week because we gave our current bed away on the day that our new one was supposed to be delivered. We are not young and sleeping on the floor has caused us both a lot of back problems. I got the delivery info right from the Brentwood wedsite by the way. They can try to blame whatever delivery company they use but it's ultimately Brentwood's responsibility all the way around.

I bought a bed from Brentwood Home on January 30th for *** + *** shipping, which cost me *** on my *** credit card. But when I got the bed on ***, it was the wrong size. I don't know how that happened, but I talked to *** on their chat and she said she could cancel the order and give me a refund. I ordered the right size bed the same day because I wanted it fast. But after a week, I didn't get my refund. I emailed them and they said they couldn't refund me yet because *** was taking too long to register the reroute. They said they were watching the tracking and hoped to refund me soon. Today, I got the right bed, but still no refund for the wrong one. This is between Brentwood Home and ***. *** canceled the order, not me, so it should be canceled. I can't keep $900 for them forever.

I got a problem with the sheets and mattress protector I bought from ***. The pockets on both the mattress protector and fitted sheet aren't deep enough to cover my mattress. I spent a lot of money on them, and it's a bummer they don't fit right. I tried to contact them, but their phone hangs up on me, and no one is active in their chat. It's frustrating because they don't list their phone number on their website. I have to call the number I got from ***, but it's just a recording that hangs up on me. It's so unprofessional! I wish they had better customer service. On the bright side, my kids have *** Cypress hybrid mattresses that are great, and we love our new Oceano Luxury Hybrid mattress. The quality of the sheets is good, but they need deeper pockets to fit the thickness of the mattress.