Brooklyn Bedding

I viewed my credit card on 11/18/and saw a charge from this company Brookyln Bedding for I immediately called my credit card company and notified them of the chargeThey asked a few questions and then instructed me to contact Brooklyn BeddingI called then and it went straight to voicemailI called minutes later and the receptionist answered and she took my name and phone numberShe stated that she can't do anything for me, but she would forward the information to her boss MarioWell, I waited an hour and he didn't return my callI called again and was told that Mario was on another call and would call me backI waited another hourI made my last attempt and was told that she didn't know if her boss was in his office or not but she would transfer the call, well it went to his voicemail This company is very unprofessional and didn't want to know if merchandise was purchased fraudulentlyThis company didn't have any desire to stop this transaction at allThey didn't careThankfully, my credit card company is working on the issueI would never recommend this company, poor business practice

I was almost all set to pull the trigger on their #bestmattressever, but when I called to ask about the materials, and left messages on two separate occasions, they never called me backThe live chat rep I finally talked to then tried to mislead me, saying yes, the top talalay latex layer is "all natural materials." When I clarified that that meant it's 100% latex, she admitted that no, they use things like soy and ground seashells as fillerThe bottom dunlop layer is more than half syntheticNowhere on the website is this specified, which I find misleadingSo I posted a review to their website, because I think people deserve to know whether they're sleeping on synthetic vsnatural latex, and quality of customer service is very important when spending this much money on a product you may need to returnTHEY FILTERED MY REVIEW OUTNew 5-star reviews roll in every day, but the 2-star I wrote over a week ago is nowhere to be foundEmailed the manager asking what happened to my review, but (surprise surprise) I never heard backDon't trust this company - their "glowing" reviews aren't accurate, and they are not transparent about materials used

It is correct that our system is not able to process a return to the same card if the transaction is over days oldI would be happy to process a full refund (shipping cost included) via paper check sent through the US mailSince the refund was paid via PayPal that refund would first have to be cancelled by the customerIf they have already started a dispute with their card service that would also need to be cancelled in order to not have them refunded twiceI would be happy to communicate with this customer directly but it seems they have not provided any information on the order Thank you, Mario Brooklyn Bedding ###-###-####

To whom it may concern,
The total purchase price for this mattress was $for each orderOnce was done as an initial order the other done as an exchange orderAs explained to this customer via email we attempted to contact MXD to have this scheduled more quickly and offered to allow
this customer to donate the mattress for a full refund of the original order as well as offering to have the mattress recycled with proof of invoice for a full refundThere has been communication since the beginning of this process and we have gone above and beyond to be helpfulIn our last email I offered to have the original mattress order refunded and would be willing to wait to have this picked up by the MXD serviceMXD did explain that there may be some delays due to the holiday season and this was explained to this customer as well.The purchase amount was not for the amount this customer stated in their review, attached is a copy of the invoice with any of the personal location information blacked out in order to protect this customers informationWe are and will not be held responsible for compensation in the amount of an entire other mattress and issue a second refundIf the customer would like to return the entirety of the merchandise ordered we will happily refund this customer in full once the merchandise has been removed from their homePlease feel free to contact me if you have any questions at allOrder in the attachment is the customers original order and not the order number listedOrder listed in complaint is second order for an exchange that customer has not made any attempt to return.
Mario
Brooklyn Bedding
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Attempting to contact MXD was not the deal when I agreed to exchange the mattress. Actually contacting them was the deal. And having them contact me to handle the mattress removal. Nowhere was it stated that I would be eventually responsible for handling that aspect of the exchange. I am unable and unwilling to do so, because I don't have the time and that wasn't part of the deal.
They have not gone "above and beyond to be helpful." The woman who "set up" the MXD call (that never happened) never responded to my e-mail 10 days after her first and only contact with me. That's not above and beyond. That's not even ground level.
I have not received the e-mail from Mario in which he claims to have offered to refund our initial mattress. I received an e-mail from him, which I forwarded to the Revdex.com, which made little to no sense and wasn't grammar or spelling checked before being sent. If that is the e-mail he is referring to, then he needs to re-read it and edit it, and then send it again.
The purchase amount that I have spent on both mattresses is $855 for each, or $1710 total. 
I still hold Brooklyn Bedding responsible for contacting someone to remove my initial mattress. I still hold Brooklyn Bedding responsible for refunding me my $855 for that first mattress. And I now hold Brooklyn Bedding responsible for reimbursing me for the second $855 mattress. I was told a moving company contracted by Brooklyn Bedding would contact me within 5 days. They never did. It has now been over a month. This is unacceptable. 
Mario's e-mail states "If the customer would like to return the entirety of the merchandise ordered we will happily refund this customer in full once the merchandise has been removed from their home" but my question would be who's going to remove the merchandise from my home? Because the company whom they pay to do so, MXD, appears to be unable to handle the demands of whatever contract they're under.

It is correct that our system is not able to process a return to the same card if the transaction is over 60 days old. I would be happy to process a full refund (shipping cost included) via paper check sent through the US mail. Since the refund was paid via PayPal that refund would first have to...

be cancelled by the customer. If they have already started a dispute with their card service that would also need to be cancelled in order to not have them refunded twice. I would be happy to communicate with this customer directly but it seems they have not provided any information on the order.  
Thank you,
Mario
Brooklyn Bedding
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If you could please attempt to contact me directly at [redacted] I would be happy to have you refunded for the original order. We would just ask that you have the mattress donated when you are able or have the ability to. In the case of the other mattress you currently have, we cannot simply offer that merchandise free of charge, you are not offering to return that merchandise for a refund you are asking to keep the merchandise and be reimbursed. This would mean that you feel it is necessary for us to compensate you with the merchandise itself, which is an unreasonable request. I personally have made every attempt to help you and provide you with the pickup service that we supply, we have gotten information back from them that they are not having any success getting a hold of you. I offered for you to have the mattress donated locally to a local charity or church with no acknowledgment of this on your part. I do not believe this to be an unreasonable request. I have provided my number to you on multiple occasions. It is now up to you to contact me directly.
Thank you,
Mario
Brooklyn Bedding
[redacted]
[redacted]

I viewed my credit card on 11/18/16 and saw a charge from this company Brookyln Bedding for 617.50. I immediately called my credit card company and notified them of the charge. They asked a few questions and then instructed me to contact Brooklyn Bedding. I called then and it went straight to voicemail. I called 10 minutes later and the receptionist answered and she took my name and phone number. She stated that she can't do anything for me, but she would forward the information to her boss Mario. Well, I waited an hour and he didn't return my call. I called again and was told that Mario was on another call and would call me back. I waited another hour. I made my last attempt and was told that she didn't know if her boss was in his office or not but she would transfer the call, well it went to his voicemail.

This company is very unprofessional and didn't want to know if merchandise was purchased fraudulently. This company didn't have any desire to stop this transaction at all. They didn't care. Thankfully, my credit card company is working on the issue. I would never recommend this company, poor business practice.

The order has been refunded in full as of 9/22/2016, our processing system has allowed us to issue refunds now up to 180 days after the transaction posts. This was not the case 30 days ago as they only allowed up to 60 days after the transaction. In any case I have processed the refund and verified that the merchandise has been returned to our facility.
 
Thank you,
Mario
Brooklyn Bedding

I was almost all set to pull the trigger on their #bestmattressever, but when I called to ask about the materials, and left messages on two separate occasions, they never called me back. The live chat rep I finally talked to then tried to mislead me, saying yes, the top talalay latex layer is "all natural materials." When I clarified that that meant it's 100% latex, she admitted that no, they use things like soy and ground seashells as filler. The bottom dunlop layer is more than half synthetic. Nowhere on the website is this specified, which I find misleading. So I posted a review to their website, because I think people deserve to know whether they're sleeping on synthetic vs. natural latex, and quality of customer service is very important when spending this much money on a product you may need to return. THEY FILTERED MY REVIEW OUT. New 5-star reviews roll in every day, but the 2-star I wrote over a week ago is nowhere to be found. Emailed the manager asking what happened to my review, but (surprise surprise) I never heard back. Don't trust this company - their "glowing" reviews aren't accurate, and they are not transparent about materials used.

Demands from the business that disputes regarding this transaction be cancelled will not be considered until a refund has been made.Contrary to what the business has responded that, "the refund was paid", I have not received a refund. The policies on their website clearly state, "We process refunds as credit back to the card used".It is not possible for them to have refunded money to a PayPal account in my name, because I do not have a PayPal account.  Additionally, since I do not have an account with PayPal, I would never have, and never did, agree to my refund being paid to them instead of credited to the card used for the purchase.I have contacted the credit card company used for the purchase and they assure me that the excuse Brooklyn Bedding is giving about it not being possible to refund to the same credit card after 60 days is entirely untrue as well.I have returned all of their products in accordance with their return policy, yet I have not received a refund.  The amount of the purchase must be refunded to the credit card used in the purchase immediately.

The order has been refunded in full as of 9/22/2016, our processing system has allowed us to issue refunds now up to 180 days after the transaction posts. This was not the case 30 days ago as they only allowed up to 60 days after the transaction. In any case I have processed the refund and verified that the merchandise has been returned to our facility.
 
Thank you,
Mario
Brooklyn Bedding

It is correct that our system is not able to process a return to the same card if the transaction is over 60 days old. I would be happy to process a full refund (shipping cost included) via paper check sent through the US mail. Since the refund was paid via PayPal that refund would first have to...

be cancelled by the customer. If they have already started a dispute with their card service that would also need to be cancelled in order to not have them refunded twice. I would be happy to communicate with this customer directly but it seems they have not provided any information on the order.  
Thank you,
Mario
Brooklyn Bedding
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