Complaints

This profile includes complaints for Avocado Mattress, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avocado Mattress, LLC

  12 Hudson Pl Hoboken, NJ 07030-6757

  
• 

  Avocado Green Mattress

  601 Burning Tree Rd Fullerton, CA 92833

• 

  Avocado Green Mattress

  1120 Montana Ave Santa Monica, CA 90403-1610

• 

  Avocado Green Mattress

  7646 Girard Ave La Jolla, CA 92037

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am a disabled senior citizen. I purchased an item from Avocado Green Mattress and then had to return it because it was incorrect. I received an email from this company on 6/4/25 assuring me that they sent the refund of $48.25, and that it would reflect in my account within 10 business days. That time frame is up and I still do not have the money they owe. Please ask them to pay. Otherwise I will be contacting the ****, all other applicable government agencies, and social and news media outlets to report their theft, fraud, and elder abuse, along with filing a lawsuit for costs plus damages.

  

  Business Response

  Date: 06/23/2025

  Hello Hilda, 
  Thank you for bringing this to our attention. Our sincerest apologies for the delay and any inconvenience this may have caused. 
  Rest assured we have resolved this issue for you and your refund has been processed. A team member is currently assisting you on this matter. If you have any additional questions or concerns, please feel free to continue the communication with our team.
  Thank you for your patience and understanding. We look forward to assisting you further. 
  Best, 
  Avocado Green Brands
  
  

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: 23501582
  
  
  
  I am rejecting this response because: I have been told the same story repeatedly from this company. Thus far, no refund has been credited to my account. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  Hilda Schwartz

  

  Business Response

  Date: 06/26/2025

  Hello Hilda,
  We understand your hesitation in closing the BBB case and truly appreciate your patience throughout this process. Our priority is to ensure a fair and satisfying resolution, and we recognize the time and effort you’ve already invested.
  The team member currently assisting you advised that refunds can take up to 10 business days for the refund to appear in your account, as each financial institution processes these requests differently.
  We appreciate your patience and understanding. Please do not hesitate to reach out to the team member assisting you for further assistance. 
  
  Best,
  Avocado Green Brands
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking clarification from Avocado Mattress about its Plush Talalay topper and warranty before purchasing. 1. What is the product's ILD rating and is it sourced from **************. Is it the plush 14 or super soft 19 Talalay Global lists on their website?2. Can consumers purchase the item without purchasing a mattress and does the "1 year; 30-day minimum" warranty apply? The items listed under the warranty page do not exactly match the product page.Clarification would be appreciated and it would be beneficial to have this information on their website.**************************************************************************************************** ********************************************************************************************************** **************************************

  

  Business Response

  Date: 06/16/2025

  Hi ******,
  Thank you for reaching out to us.  Please see below regarding your first question:

  Plush Core
  2" Talalay Latex FSC certified latex ************ Certified- Density 14
  3" Talalay Latex FSC certified latex ************ Certified- Density 14
  Medium Core
  2" 100% GOLS Organic Dunlop Latex ************ Certified -D65 ILD 14-19
  3" 100% GOLS Organic Dunlop Latex ************ Certified-D65 ILD 14-19

  Yes, you can purchase our eco topper without purchasing a mattress from us. Try our Eco Organic Mattress Topper for at least 30 days. If it's not right for you, you can request a return and refund within the first 100 nights, according to the terms of our Return Policy.

  Should you have any further questions please feel free to contact our customer support team. We are available by phone, email, and chat. You may use the link below for further contact information:

  *******************************************************

  Best,

  Avocado Green Brands
  

  
  

  Customer Answer

  Date: 06/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When visiting the store, I was told that these mattresses were 100% organic made of 100% organic materials. I later did my research and came to find that they use polyurethane and elastane/lycra in their mattresses. LUCKILY I did my research as my children are highly allergic to Lycra components and would have caused serious issues had I purchased. They also state the items are hand made in ********** but in store I was told that several items are produced at their facility in *************. The associates are either mis informed by the company or purposely giving false information to account for this. It was VERY HARD to find this information on their website and I was only given correct info by their team AFTER I asked what the other materials were and about the manufacturer site. Their website portrays transparency but they hide the information making it difficult for consumers to spot. Seeing as they had a safety recall on other products in the near past, I am not surprised! This company needs to be closely regulated!!

  

  Business Response

  Date: 05/19/2025

  Hi ********, 

  
  Thank you for reaching out and we completely understand your concerns, we apologize for making you feel as though we have not been completely transparent.
  Please know we pride ourselves in being completely transparent with our customers. There was a recent change in our Avocado ticking, which is used in many of our products, including pillow covers and mattresses. 

  Previously, this material was labeled as 100% Organic Cotton on our law tags. It was since updated to 97% Organic Cotton and 3% Elastane, this was provided on our website as well. 

  For a luxurious and premium finish, we use ****-certified organic cotton (CU863637) in a soft, natural color blended with 3% elastane for functional stretch and enhanced durabilityfully compliant with **** standards.

  Additional Information on Elastane:
  Elastane (also known as spandex or Lycra) is a synthetic fiber known for its exceptional elasticity. Its not the same as polyester, though both are synthetic fibers. Heres a breakdown to clarify:

  
  What is Elastane?
  A polyurethane-based fiber developed for stretch and recovery.
  Typically blended in small percentages (210%) with natural fibers like cotton or wool. We use 3%.
  Famous for use in activewear, denim, underwear, and fitted garments due to its stretch and form-fitting comfort.
  Is Elastane Polyester? No.

  
  Polyester = made from polyethylene terephthalate (PET).
  Elastane = made from segmented polyurethane.

  They serve different functions: polyester adds strength and durability, elastane adds stretch.
   Why Use Elastane in ****-Certified Ticking Fabric?

  Even though elastane is synthetic, the **** (Global Organic Textile Standard) allows up to 5% synthetic fibers in certified textiles if functionally requiredsuch as to add elasticity, durability, or fit. In ticking fabrics (the fabric covering a mattress), a small amount of elastane is commonly added to:
  Ensure a snug, wrinkle-free fit over the mattress.

  Improve durability and recovery during movement or pressure.
  Provide a smooth, consistent look and feelespecially important for luxury, organic products.

  Regarding polyurethane used:

  Polyurethane derived from Susterra propanediol. This propanediol is sourced from natural corn starch and is a ****-certified bio-based product. Unlike traditional petrochemical alternatives such as 1,4-butanediol (BDO), Susterra propanediol is renewably sourced and generates up to 48% fewer greenhouse gas emissions from cradle-to-gate (raw material to factory gate). This means it is plant-based and petrochemical-free, utilizing sustainable and renewable resources. Our waterproof protectors are manufactured in ******** in a ****-certified factory, ensuring high social and environmental responsibility standards. Additionally, no fire ******ants or antimicrobial treatments are used in our products.

  We have tons of very helpful information on our help desk article page, link below:
  *******************************************

  Additionally, any product you are interested in if you scroll through the whole product page down through the bottom you will see everything that applies to your product. 

  In regards to any recalls, we have gone through 1 recall. This was regarding our mattress protectors and this was not due to any toxic materials being used. If you would like to research our recall a bit further please follow the link below:
  ***************************************************
  
  Here is a snippet from our recall page: 

  WHAT IS THE REGULATION?
  The ***************************************** Requirements for Mattresses and Mattress Pads 16 C.F.R. Part 1632. This standard reduces the risks of death, personal injury, and property damage associated with fires that result from the ignition of mattresses by cigarettes. The standard provides a test to determine the ignition resistance of a mattress. It defines a mattress pad as: "a thin, flat mat or cushion and/or ticking filled with resilient material for use on top of a mattress. This definition excludes convoluted foam pads that are not totally encased in ticking." 
  WHAT IS THE ISSUE?
  The Cotton Mattress Pad Protector failed the ****************************************'s flammability testing for cigarette ignition resistance.

  For where are products are manufactured, we do have some smaller items manufactured in Tecate, however, things such as our mattresses and furniture items are handcrafted in ***********
  
  If you scroll down on each product page under our radically honest specs you will see if the product you are inquiring about is manufactured here or at our facility Tecate. 
  
  We understand your concerns and hope that this information provided is helpful to you. Again, we are sorry as though you felt we werent being transparent with you. 
  
  If you ever have any specific questions about any products please do not hesitate to reach out customer support team. We are always happy to answer any questions you may have.
  
  
  Warmest Regards, 

  Avocado Green Brands 
  
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Avocado Eco Organic mattress in 2023. Recently, it developed a significant sagging of more than 1.5 inches in one area, which is a defect clearly covered under Avocados stated mattress warranty. I submitted a warranty claim, including detailed photos and measurements, as well as information about the bed frame used.Initially, the mattress was placed on a standard solid wood queen bed frame with 6 leg supports and slats that are 3 inches wide and spaced 3 inches apart. This setup meets all of Avocado's published foundation requirements, including slat width and spacing, as well as total leg support. In fact, the frame used is comparable to frames Avocado sells on its own website. Despite meeting these requirements, my claim was denied on the grounds that the mattress was unsupported. I also informed the customer service representative that, for safety reasons related to the user's health condition (seizures), the mattress was later moved to a carpeted floor. The denial stated this was unacceptable due to mold risk. However, I provided clear photos showing no signs of mold, and the issue in question is sagging which is unrelated to the mattress being placed temporarily on a clean carpeted surface.I believe this denial is unjustified and not aligned with the terms of the warranty. I am requesting that Avocado honor the warranty by approving a replacement or or refund or providing another appropriate remedy.

  

  Business Response

  Date: 05/13/2025

  Hello Li,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience youve experienced with your mattress. At Avocado, we take great pride in providing high-quality products and standing by the claims we make about them. Your experience is not the standard we strive for, and we deeply regret any frustration this situation has caused. 
  We understand the importance of a good night's sleep, and we want to assure you that our mattresses are designed and tested to meet the highest standards. Upon purchasing your mattress, all customers agree to our terms and conditions, including the requirements outlined in our warranty policy. This policy addresses the owners responsibilities for the proper care of their mattress. Specifically, it states:
  Users must rotate their Mattress head-to-toe, once a month for the first six months, then every other month for the life of the Mattress, to ensure even wear. Failure to do so may void the Mattress Warranty.
  In addition to that statement, it also states the following:
  Normal wear and tear or any condition resulting from misuse or abuse of the Mattress. 
  One of our specialists assisted you and after a thorough inspection, the team came to the conclusion that the mattress did not meet the requirements to move forward with a replacement due to the natural body impressions that have formed on one side of the mattress which indicates that the mattress was not properly rotated. Furthermore, the mattress was placed on the floor which resulted in the misuse of the mattress. This again is indicated in our policy. 
  We appreciate your understanding and should you have any further questions or concerns feel free to contact our customer service team.
  Thank you for allowing us to address your concerns.
  Sincerely,
  Avocado Green Brands
  
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Avocado mattress on 7/21/21. I reported to Avocado in late February or early March of 2022 that the springs in the middle of the mattress were too strong and asked for a replacement. They offered to send me a mattress topper to rectify this situation opposed to completely replacing the mattress which I agreed to.The mattress topper is no longer working and Avocado is requesting I submit a warranty claim even though their policy clearly states that this is not a warranty item.

  

  Business Response

  Date: 05/07/2025

  Hi ******,

  Thank you for reaching out! We sincerely apologize that your mattress is not working out for you at this time. Our team has thoroughly reviewed your orders and communications. We see that you reached out to our customer support team on March *******. On this day you stated I purchased the pillow top mattress last july and for the most part love it. However, my hips do hurt a little in the morning as I am primarily a side sleeper. Do you have any suggestions on what could help?"

  Our team member then asked if it was too firm or too soft and you then stated it was fine while sleeping on your back, however, on your side you are experiencing some discomfort in your hips. From there our team member offered to send you a complimentary comfort topper to add to your mattress to help soften the surface a bit more. You accepted this offer and the ****** was sent to you.
  
  Typically if the solution we provided was not suffice and did not resolve the issue at hand we would want the customer to get back to us as soon as possible to find another feasible solution. Your return window remained open for almost another 5 months after receiving your complimentary topper on March 28, 2022.
  
  Our team has not heard back from you until May 3rd,2025 and responded May 5th, 2025. Just under 3 years later.

  Please know our mattresses come with a 1 year sleep trial which is sufficient time to know if the mattress is a great fit for you. Once you are outside your sleep trial, which concluded on August 6th 2022, 1 year after delivery, your mattresses would now only be covered under warranty. 

  After reviewing your recent communications with our team member, we do see it is understood that comfort issues is not covered under warranty and would not warrant a replacement or refund of your mattresses. 

  You had also inquired about the complementary topper provided to you in 2022 stating if this was covered under sleep trial/warranty. However, any complementary items do not come with a sleep trial and are not covered under warranty. 

  We do see a team member has offered you a gesture of good will at this time. Please feel free to continue communication with our team member should you like to proceed with their offer. 

  Again, we are truly sorry you no longer feel as though your mattress is a fit for you and apologize that we are no longer able to return or replace your mattresses. We hope that you are able to find the comfort you are needing. 

  Warmest Regards,

  Avocado Green Brands

   

  
  

  Customer Answer

  Date: 05/07/2025

  
  Complaint: 23294803
  
  I am rejecting this response because:
  
  I am not disputing the facts as they laid out. I am disputing the fact that they resolved the issue. The solution provided was simply a short term fix to get through the trial period.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 05/08/2025

  Hi ******,

  Thank you for reaching out. I want to reassure you that the topper we provided is not a temporary fix. its a product we continue to offer and stand behind.
  As weve discussed, your purchase is now well outside the 1 year sleep trial period, so were unable to offer a replacement or refund at this time. When the topper was initially provided, there was an opportunity of almost 5 months to try it with your mattress and determine whether it met your comfort needs.
  
  This would have also allowed you to explore other options and determine whether this mattress is a right fit for you. 

  Our 1 year sleep trial is designed to give customers plenty of time to ensure their ********************** is the right fit. Since this concern relates to comfort rather than a defect, and the trial period has passed, were unfortunately not able to provide additional resolutions.

  Please see this excerpt from our mattress warranty below:

  Comfort preference. Any comfort level description of any Mattress is solely provided as a guideline, and Avocado Mattress does not guarantee the firmness or softness quality of any Mattress, nor does it warrant that a particular comfort preference will be to your liking.

  Again, we are so sorry your mattress is no longer working out for you and  that is does not qualify for a warranty replacement. We appreciate you giving Avocado a try and hope you are able to find the right fit for yourself. 
  
  Warmest Regards, 

  Avocado Green Brands 
  
  

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23294803
  
  I am rejecting this response because:
  
  My apologies for not responding yet.

  
  

  However, I do not understand the response provided by Avocado. They have stated that the solution offered during the sleep trial was intended to be a permanent fix and they stand by the mattress topper provided. Yet here I am in the same spot I was when I initially reported the issue and having to consider replacing a $3k mattress after only a couple years of use.

  
  

  Is it the position of Avocado that I should have to purchase a new mattress topper every couple of years?

  
  

  
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 05/23/2025

  Hello ******,
  
  We understand your hesitation in closing the BBB case and truly appreciate your patience throughout this process. 
  We sincerely apologize for the discomfort youve experienced with your mattress. At Avocado, we take great pride in providing high-quality products and standing by the claims we make about them. 
  We want to assure you that our mattresses are designed and tested to meet the highest standards. Upon purchasing your mattress, all customers agree to our terms and conditions, including the requirements outlined in our warranty policy. This policy ensures that proper structural support is in place to maintain the integrity and longevity of the mattress. Specifically, it states:
  More specifically, this Mattress Warranty excludes (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discoloration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.
  Please note our team did provide adequate information regarding our warranty policy and assisted you with the complimentary mattress toppers. 
  We understand that this may not be the outcome you were hoping for, and we genuinely regret any frustration this may cause. If you have any additional questions or need further clarification, please continue working with our team.
  
  Best,
  Avocado Green Brands
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a set of sheets for ****** and in less than a year they have literally started falling apart and the material is coming apart so much that there are large holes and the sheets are unusable. I followed all care instructions to a T per the tag and the Avocado website. I have tried multiple times to get a refund and all Avocado would do is issue a store credit which doesn't help and make me feel better as 1) they are out of stock on most items on the website and 2) why would I buy another set of sheets or product given the fact that the quality is not good at all.Avocado is charging a premium price for items that are far from premium and don't last. I have a set of ***** sheets that lasted at least twice as long as these.

  

  Business Response

  Date: 05/06/2025

  Hi *****, 

  Thank you for reaching out. We sincerely apologize for your experience with your Organic Linen Sheets. We have reviewed your order thoroughly and communication with our team at this time. 

  The sleep trial for your sheets is ******************************************************************************** the terms and conditions which is agreed upon at prior to checking out. The trial for your sheets concluded on July 20, 2024. Regrettably, a refund is not an option since you are outside your sleep trial which is why a store credit in the amount of $449 was provided to you on April 2, 2025 as a gesture of good will.
  
  Our policy does not cover issues that may have resulted from *********. Our policy covers issues resulting from failure of the manufacturing process like open seams and issues with the stitching. Since this is not a manufacturing defect this would not warrant a replacement or a refund. However, again we have issued the full amount of the sheets in store credit. 

  We appreciate your understanding and should you have any further questions or concerns you are more than welcome to reach back out to our customer service team. 

  Warmest Regards,
  Avocado Green Brands
  

  
  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was probably expecting better service because it was recommended to me by a friend when i mentioned i need a non toxic mattress topper. I received the mattress that smells toxic and its been a week and its still smells and it looked like the mattress was used because there was a dark **** on it. I spoke with somebody and emailed with their *** several times and then they all dropped the ball so at this point I want a new one because Im out of more than $400 and can not enjoy the purchase. I didnt even the pillow until yesterday because I told thrm that it probably will stink they assured me thecdyink goes away. It should be part of their drscription. also think you but we need a pillow and we need a mattress and I had to open it but I in reality I either want my money back or an exchange and they just disappeared. If they dont stop playing with us im willing to take them to court

  

  Business Response

  Date: 03/10/2025

  Hello *****,
  We sincerely appreciate you taking the time to share your experience, and we truly understand your frustration regarding your mattress topper. Your satisfaction is very important to us, and we regret that this process has been more challenging than expected.
  Please know that our team has been actively working to address your concerns, and one of our specialists has been in direct contact with you to ensure this matter is handled with priority. We want to thoroughly assess all aspects of the situation so that we can determine the best possible resolution.
  We appreciate your patience and cooperation throughout this process, and we remain committed to finding a proper solution. Our goal is to make this right, and we will continue to follow up with you to move forward as efficiently as possible.
  Thank you for giving us the opportunity to resolve this for you. If you have any additional concerns or questions, please dont hesitate to reach out.
  Best regards,
  Avocado Green Brands
  
  

  Customer Answer

  Date: 03/10/2025

  
  Complaint: 23029393
  
  I am rejecting this response because:
  I was asked poctures multiple times and i did send them and again ***** replied. I need to know what the resolution is. It has been weeks since i opened the issue
  
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/11/2025

  Hello *****,
  We understand your hesitation in closing the BBB case and truly appreciate your patience throughout this process. Our priority is to ensure a fair and satisfying resolution, and we recognize the time and effort youve already invested.
  Our specialist is currently working with you to move toward a resolution. Please provide the team with the required information so they can assist you as efficiently as possible. 
  Best,
  Avocado Green Brands 
  
  

  Customer Answer

  Date: 03/23/2025

  
  Complaint: 23029393
  
  I am rejecting this response because:
  
  Instead of resolving the issue by either swaping the topper for non dirty non

  smelly or taking it back entirely ( and refunding us)

  these people up to date ( a month already) havent done anything except for wasting my time ( and theirs). Tons of emails, empty promised, apologies but nothing done! Nothing. really want my money back. At this point i dont want their product anymore. Considering filing for a consumer complain investigation from the state

  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/25/2025

  Hello *****,
  Thank you for your continued communication.
  We have reviewed your recent communications with our warranty team and see a resolution has since been met regarding a replacement cover. 
  Please continue communicating with the team that is currently assisting you. 
  Thank you for allowing us to address your concerns. 
  
  Sincerely,
  Avocado Green Brands
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** warranty process. Mattress fell apart on us and weve been in agonizing pain and have been spending almost a year trying to get a warranties replacement according to the terms of the company. Their warranty is made so that no one could ever get a refund. Ive gone through four people trying to handle this and each time had been a dead end and they just told me to donate or throw out the mattress instead of replace it. Aura was the **** name

  

  Business Response

  Date: 02/28/2025

  Hello ******,
  
  Thank you for reaching out!
  
  We apologize that your mattress is not working out for your at this time. We have reviewed your order, communications, and photos. 
  
  We see your order was placed on April 9th, 2021 which would mean your mattress no longer qualifies for our one year sleep trial and would only have our limited warranty coverage at this time. Please know that our warranty does not cover comfort issues. We see that you and your wife are experiencing discomfort and were thinking this was due to the indentation in your mattress. 
  
  Per the photos you have submitted the indentation in your mattress is about 0.5 inches which is well within normal limits and would not warrant a replacement. Please see below from our warranty page: 
  
  Any VISIBLE indentation equal or greater than one and a half (1.5) inches (three-fourths of an inch (3/4") for Crib mattresses) that are NOT associated with or resulting from a faulty, improper, or unsupportive foundation, box spring, or platform that is not designed or constructed so that it is capable of handling the combined weight of the foundation and its intended users.
  
  Some indentation is considered normal as the mattress has internal layers of cotton and wool which do compress with use and it is considered normal and expected.
  
  
  Please see what is not covered under warranty from our warranty page:
  
  
  Normal wear and tear or any condition resulting from misuse or abuse of the Mattress or failure to keep the Mattress clean and free of stains and potentially unsanitary conditions.

  
  After reviewing your photos your mattress was found to be stained which does void your warranty since it is no longer in donation worthy state. 
  
  A normal increase in softness due to normal usage. Comfort preference. Any comfort level description of any Mattress is solely provided as a guideline, and Avocado Mattress does not guarantee the firmness or softness quality of any Mattress, nor does it warrant that a particular comfort preference will be to your liking.
  We do provide adequate time for our customers to try our ************************ for 1 year to be sure this mattress is a right fit for them. Like with everything things do change over the years however, after careful review the change in your mattress is as expected with the indentation and does not warrant a replacement. 
  
  Further information from our warranty below.
  
  Imperfections that do not prevent ordinary use and enjoyment of the Mattress by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not defects for which you can seek a remedy under this Mattress Warranty. More specifically, this Mattress Warranty excludes (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discoloration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than one and a half (1.5) inches in the Mattress (2 inches in the Avocado Luxury Plush Pillow-top and Ultra Plush Box-Top Mattresses) as measured below the quilt level in other words, some settling of the fiber in the quilt should be expected and is not considered a defect); (g) individual or personalized allergies and sensitivities; and (h) naturally occurring cotton, wool, or latex foam aromas.

  
  Again, we are so sorry your mattress is no longer working out for you and  that is does not qualify for a warranty replacement. We appreciate you giving Avocado a try and hope you are able to find the right fit for yourself. 

  
  Best,
  Avocado Green Brands
  

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 25 2021 we purchased the avocado latex mattress and organic mattress protector for $1,549.71. We have always taken excellent care of the mattress and in January 2024 discovered mold under the mattress. Avocado was unwilling to provide any help with this issue. In January 2024 we purchased the Avocado hybrid mattress. In February 2025 we noticed mold under this mattress as well. We had a full coverage mattress protector, no spills, no mold in the house, no mold on another mattress from a different company we purchased at the same time. There is an obvious defect with these mattresses. It is very concerning especially due to having autoimmune issues and am sensitive to mold. The company is not responsive, not helpful when there is an obvious flaw in their mattresses that can cause major health issues.

  

  Business Response

  Date: 02/21/2025

  Hello ******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you’ve experienced with your mattress. At Avocado, we take great pride in providing high-quality products. Your experience is not the standard we strive for, and we deeply regret any frustration this situation has caused.
  Upon purchasing your mattress, all customers agree to our terms and conditions, including the requirements outlined in our warranty policy. This policy specifically states:
  “The warranty does not cover mold, odors, and/or discoloration. Your mattress should have proper ventilation and not be placed on a solid surface or in a wet, humid place.”
  Please note our team did provide adequate information regarding our warranty policy. We have a manager actively working with you to find a feasible solution to this matter.  
  We understand that this may not be the outcome you were hoping for, and we genuinely regret any frustration this may cause. If you have any additional questions or need further clarification, please continue working with the manager who is currently assisting you.
  
  Best,
  Avocado Green Brands
  
  

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is a major defect with the mattress and it is not the fault of the customer and the company is selling defective mattresses that must be exposed to mold during manufacturing or shipping. It is still under the 10 year warranty. We have never spilled anything on the mattress, taken the upmost care, wash sheets weekly, etc. This is a major problem that the mattress now has brought mold into our house and impacting our health. I am requesting a full refund.
  
  
  
  
  
  Regards,
  
  
  ****** ****

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought an Avocado mattress in December 2018. We rotated it every month. In the past few months, the mattress developed 3 areas that collapse when you sit on them. They are not visible indentations - but when you sit on them or lie down, these spots don't support any weight.
  
  As per Avocado, the mattresses have a 25-year limited warranty. The first 10 years of the warranty are non-prorated, while the remaining 15 years are prorated
  
  It took weeks and weeks of back and forth - Avocado asked for pictures and proof etc. which we provided. After that the case was referred to Mattress Marshals. This is supposed to be a third party who did a video call to establish whether the mattress had problems. We kept explaining that you need to put weight on it determine how bad the problem is. Furthermore, we told him that there are 2 more areas that are bad, but he only checked one.
  
  We would like the mattress replaced please.

  

  Business Response

  Date: 02/11/2025

  Hello *****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the discomfort and inconvenience you’ve experienced with your mattress. At Avocado, we take great pride in providing high-quality products and standing by the claims we make about them. Your experience is not the standard we strive for, and we deeply regret any frustration this situation has caused.
  
  We understand the importance of a good night's sleep, and we want to assure you that our mattresses are designed and tested to meet the highest standards. Upon purchasing your mattress, all customers agree to our terms and conditions, including the requirements outlined in our warranty policy. This policy ensures that proper structural support is in place to maintain the integrity and longevity of the mattress. Specifically, it states:
  
  “Any VISIBLE indentation equal or greater than one and a half (1.5) inches (three-fourths of an inch (3/4") for Crib mattresses) that are NOT associated with or resulting from a faulty, improper, or unsupportive foundation, box spring, or platform that is not designed or constructed so that it is capable of handling the combined weight of the foundation and its intended users.”
  
  One of our specialists assisted you and requested further inspection by a third-party who also came to the same conclusion that the mattress did not meet the requirements to move forward with a replacement.
  
  Should you have any further questions or concerns feel free to contact our customer service team.
  
  Thank you for allowing us to address your concerns.
  
  Sincerely,
  Avocado Green Brands
  
  

  Customer Answer

  Date: 02/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there were three areas in the mattress that have the same problem. Your third party only inspected one.  Furthermore it seems like a material defect because the moment you put pressure on it it sinks in.  The indentation is definitely more than a couple of inches. The ruler that your third party used was a flimsy paper ruler that he asked us to print out and it does not measure the true extent of the depression.  The ruler fell over next to depression multiple times.
  
  
  
  
  
  
  
  Regards,
  
  
  ***** ******

  

  Business Response

  Date: 02/14/2025

  Hello *****,
  Thank you for your continued communication.
  Our warranty team has thoroughly reviewed the details and photos provided. We have communicated all available information regarding the condition of your mattress and the reasons behind our decision. Unfortunately, based on the information presented, the situation does not meet the criteria for a warranty replacement or further assistance.
  We understand that this may not be the outcome you were hoping for, and we genuinely regret any frustration this may cause. If you have any additional questions or need further clarification, please feel free to reach out to our warranty team.
  
  Best,
  Avocado Green Brands