Jessica N.

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.