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:01/20/2025

  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.

  Last year we purchased 2 Avocado mattresses. One fully expanded after opening and is what we wanted. The other never became firm and still has areas that are softer than others. After 6 weeks of allowing the ********************** to expand, rotating the ********************** and buying a Coir Mattress Pad as advised, the ********************** remained soft, uneven and uncomfortable. We reached out to Avocado for help. Initially we wanted to exchange our ********************** for an upgrade thinking that a more adv ********************** would perform better. Unfortunately, Avocado had a different idea. We would settle for an even exchange and whatever is necessary to assure proper expansion of the new **********************. We have spent 7 months making an effort to comply with Avocados ***eated demands including writing descriptions of our experience and sending photos of the ********************** and our bed frame, the frame we were told by sales **** would work for their **********************es. We were even asked by customer service **** ***** *., to take apart our bed frame and/or flip over the frame to take pictures so they could determine the support meets the minimum requirements. At that point, we drew the line and refused to destroy our bed to satisfy their conditions for an exchange. The response we received was, I also completely empathize with not wanting to disassemble your bed frame and risk damaging the ********************** while trying to demonstrate the issue. Jessa then asked if we would be willing to work with a 3rd party ********************** investigator. While we agreed to do so, apparently the inspection company is saying we have yet to reach out even though we spoke with their *** two weeks ago who described next steps including going online to print the form to make a ruler, buy string and what to expect during a Zoom call inspection. We feel like we have gone above and beyond to prove we are in need of an exchange. We are not asking for a return and refund. We bought two **********************es on the same day; one performed as expected and one did not.

  

  Business Response

  Date: 01/31/2025

  Hello Karta,
  
  We sincerely appreciate you taking the time to share your experience, and we truly understand your frustration regarding the performance of your mattress. 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 to ensure that your mattress meets your expectations. 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: 01/31/2025

  
  Complaint: 22836606
  
  I am rejecting this response because: the response doesnt provide a plan for resolving my concerns. I would like to know what is being done to facilitate a satisfying solution. Please detail next steps. 
  
  
  
  Regards,
  
  Karta ******

  

  Business Response

  Date: 02/10/2025

  Hello Karta,

  Thank you for your response. We truly understand your frustration and appreciate your patience as we work toward a resolution. Our goal is to ensure you receive a mattress that meets your expectations, and we regret any inconvenience youve experienced throughout this process.
  
  To facilitate a proper solution, here are the next steps:
  
  Third-Party Inspection We understand you agreed to work with the inspection company, and we want to ensure that process moves forward smoothly. We will follow up with them to confirm the next steps and provide you with any necessary details or assistance in scheduling the inspection.
  
  Evaluation of Findings Once the inspection is completed, we will promptly review the report to determine the best course of action. If the report confirms an issue with the mattress, we will move forward with an exchange for a properly functioning replacement.
  
  Expedited Resolution We understand that this has been ongoing for some time, and we are treating this as a priority. We will remain in direct communication with you to ensure the process is clear and progresses without unnecessary delays.
  
  Your satisfaction is important to us, and we appreciate the effort youve already put into working through this issue. We are committed to finding the right solution, and we will continue to actively support you until this matter is fully resolved.
  
  Please let us know if you have any additional questions or concerns. We will be in touch soon with updates on the inspection process.
  
  Best regards,

  Avocado Green Brands

   

  Customer Answer

  Date: 02/10/2025

  
  Complaint: 22836606
  
  I am rejecting this response because:
  If I dont the BBB case will be marked closed and I dont want to close the case until there is a mutually satisfying agreement in place. Based on the many months it has taken to get to this point and the next steps listed, I am not confident that we will reach an agreement soon. 
  
  
  Regards,
  
  Karta ******

  

  Business Response

  Date: 02/12/2025

  Hello Karta,
  
  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 will continue to work with you directly as we move toward a resolution.
  
  Best,
  Avocado Green Brands

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22836606
  
  I am rejecting this response because: the issue isn't resolved.  
  
  
  
  Regards,
  
  Karta ******

• Initial Complaint

  Date:01/09/2025

  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 a mattress from Avocado. They offered a year long trial period. Before the trial was up, I asked to return the mattress because it was giving me back issues. They asked that I first try one of their mattress toppers for a while so I obliged. When that did not work, I asked to return the mattress but they said I was no outside of the trial period. However, they implied I needed to use the mattress topper first. This was an intentionally deceptive practices to avoid the return.

  

  Business Response

  Date: 01/10/2025

  Hi *******,

  Thank you for reaching out! 

  We are so sorry to hear your mattress is not working out for you at this time. We have reviewed your order, dates, and communications thoroughly. We see that ***** originally reached out to process a return 8 months ago due to the firmness of the mattress. On May 13th 2024 a complimentary topper of your choice was ordered and delivered to you on June 13th 2024. 

  During this communication ***** asked when the return window would close and our team member informed ***** that the window to return your mattress would close on Sept. 15, 2024, one year after receiving the mattress.  We see this email was opened and seen. Our team member then reached out once more and sent confirmation that your complimentary topper has shipped. 

  Based on when the topper arrived this allowed 3 months to try the mattress along with the topper to see if this combination would work for you. A little over 3 months since the return window had closed we received an email stating that you would like to initiate a return and due to the return window closing this request has been denied. 

  Please note our team did provide adequate information regarding our return policy and when your return window would close. We are truly sorry our mattress did not work out for you. Please know we are unable to process your return and appreciate your understanding. 

  Should you have any further questions or concerns feel free to contact our customer service team.

  All the best, 

  Avocado Green Brands
  

  
  

  Customer Answer

  Date: 01/10/2025

  
  Complaint: 22788968
  
  I am rejecting this response because:
  
  This response does not accurately reflect my communications with the company. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/07/2025

  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.

  My mattress is too firm. I have called twice. Left a message once and missed the return call. I have been messaging on the chat feature to start a return. The response time takes a full day for each message. I was then told it will be at least 2 weeks for a topper to be sent to me instead of returning. I am stuck with an expensive bed, that I want corrected. The pace of communication is terrible.

  

  Business Response

  Date: 01/08/2025

  Hi ****,

  Thank you for reaching out, please know we are incredibly sorry for our delayed responses at this time. Due to high volume from the holidays and short staff our team is working as quickly and efficiently to get through all incoming inquiries as quickly as possible.

  We have checked on your order and see our returns team has transferred your information to our donations team to get the process going to pick up, donate, and refund your order as soon as possible.

  Rest assured we will get you taken care of. Please be on the lookout for the donations team response. If any further questions or concerns arise please continue communicating within the same thread you currently have going with our team. 

  All the best, 

  Avocado Green Brands

  
  

• Initial Complaint

  Date:01/01/2025

  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.

  Avocado sent me a recall notice for their ORGANIC COTTON MATTRESS PAD PROTECTOR that cost $299. I followed directions to cut the mattress pad, took photos and filled out a form and submitted on 2024/08/30. I got a response "Please note that it may take up to 4 weeks for us to ship your replacement". However, it's been 4 months and counting, and the only thing they could offer was store credits.I am supposed to get a replacement to protect the $1,799 mattress, and now I have no pads to protect it for 4 months. I had a bleeding nose yesterday and it caused a stain on the mattress. The company handled this recall very poorly and should be held responsible for the lack of diligence in delivering the replacement to consumers. It's a luxury item!

  

  Business Response

  Date: 01/02/2025

  Hi *****,

  
  We are sincerely sorry for this extensive delay! We completely understand how frustrating this recall has been as it has been a continuous uphill battle for us as well. We did not foresee this happening and are truly sorry how you have been affected negatively by this recall.  

  We see and hear all of our customers affected and are doing everything at this time to secure material needed to produce the replacements and get them shipped as quickly as possible to you and our customers waiting. 

  We have continued to face a material delay, however at this time we are hoping to see orders shipping in the next 4-8 weeks. I know this may not continue to work for you and we are happy to have a representative reach out to you to see if we may find a feasible solution for you.

  We appreciate your patience and understanding and look forward to assisting you further. 

  All the best, 
  
  
  Avocado Green Brands
  

  
  

• Initial Complaint

  Date:12/28/2024

  Type:Product 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 purchased a new mattress and foundation from this vendor. When the products arrived at my home, it became clear that the foundation that I ordered was not needed. I accepted delivery of the mattress and declined delivery of the foundation. The shipping company's delivery folks contacted their supervisor; and we had a group discussion regarding how to decline the delivery. I also immediately contacted both my Avocado sales *** and Avocado customer service to let them know that I declined delivery of the foundation. Three weeks later, I was still waiting for the refund. After numerous emails and phone calls to Avocado **************** were unsuccessful, I contacted **************** and filed a dispute against the charge. **************** is withholding 100% of the payment due pending a resolution with Avocado. Avocado needs to refund me the cost of the foundation ($440) plus tax, etc. Avocado tells me that they cannot process the refund because **************** has a hold on that charge. **************** advised me to not lift the dispute until Avocado responds. Avocado has not made any attempt to fix this issue. I am anxious to pay the actual balance minus the foundation return; but Avocado will not process this and I feel like I'm stuck. I want this miserable transaction to be resolved; and Avocado is doing nothing to fix this.

  

  Business Response

  Date: 12/30/2024

  Hello *****,
  
  Thank you for reaching out and sharing your concerns. We deeply regret the frustration and inconvenience youve experienced during this process, and we appreciate the opportunity to address the situation.
  
  We understand how important it is to resolve this matter quickly and are actively working to address your concerns. Please rest assured that we have someone internally in direct communication with **************** to resolve the hold on the disputed charge.
  
  To clarify, our policy is to process refunds once returned items are received at our facility. In this case, we had not received the foundation back at our factory at the time the dispute was opened, which contributed to the delay in issuing your refund. We acknowledge how this has added to your frustration, and for that, we sincerely apologize.
  
  We are committed to ensuring this matter is resolved as swiftly as possible. If you have any further concerns or would like an update, please do not hesitate to reach out directly to our customer service team. Your patience and understanding mean a great deal to us.
  
  Best regards,
  
  

  Customer Answer

  Date: 12/30/2024

  [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. 

  The information that the vendor provided to me via BBB could have easily been communicated to me via any number of ways (email, text, phone, US mail).  The fact that I have to reach out to the BBB to get a response from this vendor is really just pathetic.  I am anxious to close out this transaction, pay what I owe, and complete the return.

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

• Initial Complaint

  Date:12/18/2024

  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 ordered "white glove" delivery service for a mattress and foundation (which is their term for a box spring replacement) and I was told either in the store or in a chat that this means that if I bought "white glove" delivery services I would not have to do anything and the delivery people would take away the old material and set up the new. When the delivery service called they informed me that I should go to ******* to purchase a bag and put the mattress in it before they arrived because they would not otherwise touch it and I also had to move and dispose of the box spring myself before they got there so they had room to set up the foundation. I said the whole point of getting white glove delivery was that everything is on the second floor and I cannot move it myself and purchased white glove service specifically because I needed to avoid doing anything. I called Avocado Green and explained this and was told that what the delivery service said was correct. The Avocado Green representative failed to refund the order and basically took the position that if the in-store sales representative does not admit to making a statement specific to the removal of the box spring then any "misunderstanding" is my fault and I have to take delivery.There is nothing on Avocado Green's website's description of white glove service saying that the mattress needs to be bagged or saying that a box spring will not be taken away (it does say bed frames and non-bed furniture will not be taken away) see ************************************************************************************************* and ************************************************************************************, both last accessed December 18, 2024. I feel at best, Avocado Green is omitting material information from its description of its white glove delivery services and will not refund orders when those omissions mean that their services do not meet their customers needs.

  

  Business Response

  Date: 12/20/2024

  Hi ******,

  
  Thank you for bringing this to our attention, We are truly sorry to cause any frustration and for your experience with us during delivery! Please know we completely understand how changes like this can make things difficult and be upsetting.

  
  At this time, management is taking huge strides to change our shipping experience for the better. We are aware that downgrades on shipping do not align with the experience our customers deserve and they are working hard to change this.

  
  Unfortunately, there are some areas where customers live and we are unable to provide white glove service or all of the services required for white glove, we are also not made aware of this until the order has shipped. This is another change we are actively working on, that way we will no longer offer white glove service in areas we know will be unable to provide it.

  
  Please see this note located on our help desk article titled What Can I Expect With an In-Home Delivery? :
  If for some reason SEKO or BTX inform you they cannot complete your set up (or removal if selected) when you had In Home Delivery & Set Up chosen at checkout there is no cause for concern as we will make arrangements. We see changes in the level of service available from time to time based on location & local restrictions which is disclosed at checkout as it is not our intent to leave you without options. 

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

  
  Typically when orders are downgraded we can set these services up with our back up shipping provider Go Load Up ( same day with enough notice ). 
  We can not apologize enough that this was not handled prior to your delivery appointment. This has been documented and will be further investigated to assure this does not continue happening to future customers. 

  
   We will have a team member reach out to you directly to ensure you have been fully taken care of at this time.

  
  All the best, 

  
  Avocado Green Brands
  

  
  

• Initial Complaint

  Date:12/13/2024

  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 10/30/24 I placed this order Your Avocado Order (#A1013073). I tried to return the mattress because the mattress hurt my back and chiropractor advised that I should not sleep on matters. I called avocado and they demanded that I sleep on the mattress for 30 days before I can attempt to return it. I explained to them what my ** said and explained that I cannot store this mattress for 30 days. They refused to initiate return. I filed charge back with credit card company. The company filed for the Avocado and now Avocado is refusing to return mattress and money.

  

  Business Response

  Date: 12/17/2024

  Hi ******,

  
  Thank you for reaching out! 

  We have reviewed your communication and do see you have been in contact with our returns department. Please know our terms and conditions are agreed upon prior to being able to checkout, this includes our cancellation and return policy. 

  
  We do require customers to keep their ************************ for a minimum of 30 days, we have this in place to help uphold our sustainability mission, this way our customers give their ********************** and body a chance to align, since changes like these can affect your body. 

  
  We also see your chargeback was resolved in your favor, this means you have been refunded in full for your order, this was not resolved in our favor. 
  With all that said, we are truly sorry our mattress was not a great fit for you! Please know the team member you are working with at this time will continue working with you to finalize your return.

  
  All the best, 
  
  Avocado Green Brands
  

  
  

  Customer Answer

  Date: 12/17/2024

  
  Complaint: 22682970
  
  I am rejecting this response because:

  Horrible customer service. Making a person that has severe back pain because of your mattress keep a mattress for 30 days for sustainable purposes. Something that I never saw on your site. This is ridiculous as I had to store the mattress in the garage and it is not in the same shape as it would have been if you initiated a return when I contacted you originally. I only filed a charge back with CHASE because your own *** told me to do so as most customers are furious with your must try for 30 Days policy. Some individuals can figure things out quickly. You are green-washing things with this policy and not really helping. Only making things difficult for customers. To date I have 589 individuals that were going to purchase mattresses and because of my SM posts they have decided to avoid you. Please stop frustrating customers with ridiculous return policies. I will email with updates on number of individuals that are educated about your non-customer service policies. ***** tried to save this amicably but because of your poor customer service and poor display of return policies, is why they recently rolled in our favor. As they have never seen such a policy. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:11/20/2024

  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.

  Avocado sent me a recall notice for their mattress pad. I followed directions and sent mattress pad back to them and it was received on September 11 2024. The letter stated a new one would be sent to me in 4 weeks. I have sent Numerous emails, made several phone calls and still NO replacement mattress pad. I paid a lot of money for said mattress pad ($332.00). The pad cannot protect the mattress if it is not on the bed. Please help.
  Order #********

  

  Business Response

  Date: 11/22/2024

  Hello ******,
  
  We thank you for your inquiry regarding the Recall of our Organic Cotton Mattress Pad Protector due to the product not meeting U.S. Consumer Products Safety Commission's (CPSC) flammability testing for cigarette ignition resistance.
  
  The guidelines provided for the recall, including cutting the pad in half, were developed with the guidance of the CPSC as this is our first product recall. The CPSC also provided an expectation on what the return rate of recalled pads would be. The return rate we are experiencing is higher than projected and resulted in a replacement timeframe that exceeded our estimate. Due to this demand, we have encountered material shortages along the way, which has prevented us from producing and shipping replacement pads in a timely manner. 
  
  We do see you reached out to us most recently on November 20th and were working with one of our representatives. We are glad to see we were able to reach resolution with you on November 22nd.
  
  We cannot thank you enough for your patience and understanding with this matter. If you have any further questions or need additional assistance, please do not hesitate to reach out again.
  
  All the best, 
  
  Avocado Green Brands
  
  

• Initial Complaint

  Date:11/07/2024

  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.

  Avocado Green Mattress has an intentionally confusing return policy, designed to trick customers. Almost all of the products have a return window which is after 30 days but before a year. (They make you keep the product for 30 days before you can return). A year sleep trial is also advertised. However, there is fine print about the policy, where certain items have a 100 day trial. I want to return a topper which I never used because it was rejected by my houseguest. I received this communication from them:When you placed your order we offered three different latex toppers, the organic latex toppers & the luxury organic latex toppers that had a 1-year trial and matched their respective line of mattresses. The other toppers are the eco version has a 100-night trial.

  

  Business Response

  Date: 11/11/2024

  Hello ****,
  
  Thank you for reaching out and allowing us to further clarify our Return Policy at Avocado which was initially explained by Replacements/Warranty Team Representatives in early October of 2024.
  
  The reason we have a 30 day minimum trial period before mattresses and toppers can be returned is that it takes time to adjust to a new mattress or topper. For some, they enjoy their new sleep experience after the first night. For others, it takes a little longer. Depending on the type and condition of mattress or topper a person is transitioning from, ones body might need time to adjust to a new type of firmness. Experiencing proper posture and back support may cause some discomfort at first. This might take a month or more. But in the end we find most customers appreciate this approach.
  
  Our policy is also in place to uphold our sustainability mission and to minimize our impact on the environment as we try to avoid unnecessary returns. 
  
  With regards to the duration of sleep trials, we do have two different trial periods for our mattresses and toppers: our Eco line of toppers and mattresses have a 100 night trial period.  Our organic latex toppers & the luxury organic latex toppers we offered at the time of your purchase had a 1-year trial and matched their respective line of mattresses trial period. These toppers were approximately double the cost of your Eco topper as they had different features like luxury covers that match the line of mattresses they were designed for.
  
  We try to be as transparent as possible with regards to our policies. We have the following required acknowledgement at the beginning of our checkout process which must be completed prior to advancing to continuing with order and making payment: I have read and agree to the terms of the Return & Trial Policy and Cancellation Policy.
  
  We second the apology of our representative for the inconvenience this has caused and we thank you for the feedback you provided. If there was any additional assistance needed, feel free to contact us as our representative offered in the email and we will be glad to be of assistance.
  
  All the best, 
  
  Avocado Green Brands
  
  

  Customer Answer

  Date: 11/11/2024

  
  Complaint: 22526323
  
  I am rejecting this response because:
  
  I find the response to be disingenuous. Im sure my doctor would not agree that an individual should sleep in on uncomfortable surface for 30 days. Leaving things in the fine print is intentionally misleading. 

  

  Business Response

  Date: 11/13/2024

  Hello ****,
  
  Thank you for reaching back out. 
  
  Please know by no means are we asking anyone to use our products to a point where their health would be jeopardized in any manner. It is not uncommon for some products, not just ours nor not just for sleep experience, to have break-in or adjustment periods for both the product and the user to acclimate to one another. 
  Respectfully, this issue is by no means left in the fine print. In the Terms and Conditions of which you indicated you read and agreed in order to make your purchase, we clearly state experiencing proper posture and back support may cause a few aches and pains along the way in our first term which outlines why we require a 30-Day Minimum Trial Period. We try our best to make this known upfront for customers. We also provide this information for potential and new customers under our websites Support portal in an article titled What Success Tips Can You Share For My Sleep Trial?.
  
  We hope this provides some added clarity. Again, if there is any additional assistance needed, feel free to contact us as our representative offered via email and we will be glad to help.
  
  All the best, 
  
  Avocado Green Brands
  
  

• Initial Complaint

  Date:11/01/2024

  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.

  We ordered a simple toddler pillow and pillowcase on 10/14 . We received the pillow (but not the case) but due to size difficult to find another safe fitting case. ***** shows nothing received no tracking so emailed several times. Seemed easy enough to send another which at one point they said they would do but didn't. Lot of "I'll check" "production didnt respond" etc. Again easy enough to send another. The following week they didn't respond at all and after that responded and stated they would refund then emailed again to say they can't as I had disputed with Pay Pal. Although this is a small item and small amount of money although $70+ for a baby pillow isn't cheap. There is absolutely no excuse for not simply sending out another its been 19 days and the time and effort over 2 weeks of emails when there was a simple solution. We will be looking for mattresses soon. I know where we won't be looking. The customer service at ******* is what you would expect from a very low price point bad quality shop. ****** learned. Just need it refunded. I should have read some of these first looks like a common problem.

  

  Business Response

  Date: 11/04/2024

  Hello *****,
  
  Thank you for reaching out and sharing your concerns regarding your order for your Organic Mini + Toddler Pillowcase. We sincerely apologize for the inconvenience our shipping error has caused.
  
  When we are advised of a shipment not going as planned, we do our best to research the situation in a timely manner by engaging production and shipping departments. We are sorry this process took longer than expected.
  
  We did encounter a delay in processing your refund as you had placed a dispute with ****** over the transaction. While the dispute process can take several weeks to get resolved, we were able to confirm that your refund through ****** was processed on November 4th, 2024.
  
  If you have any follow-up questions regarding your order, we suggest responding to our email confirming the refund status and we will be happy to assist. 
  
  All the best, 
  
  Avocado Green Brands