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:07/26/2023

  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 Avocado mattress for a bunk bed. The mattress smelled the whole room up. We had to open the windows for days to get the smell out. I called and returned the mattress. The company charged us shipping fee. I called to complain as I shouldn't be paying for defective product. It's ridiculous for them to charge shipping fee for mattress that seemed to have a very strong odor.

  

  Business Response

  Date: 07/28/2023

  Hello Seema,

  We are sorry for any frustration or confusion at hand regarding our return policy., specifically our non-refundable service charge. In our attempt to be transparent, we publish our shipping fees/policies on our website. Additionally, in order to purchase items, customers must acknowledge they have read terms and conditions and we state clearly shipping fees are non-refundable on that acknowledgement. 

  Upon initiation of the return process, we were advised your daughter had stated the mattress had the smell of hay upon receipt of the mattress. As an organic product, we fully understand our mattresses have a natural scent. We address this on our website. We note a very small percentage of customers notice the scent from the natural latex and/or the natural wool we use. This scent is strongest upon unpacking of the mattress, as we quickly package mattresses once manufactured in **********. Other factors may make the scent more pronounced, especially in humid environments and/or for people with a latex sensitivity. Our Customer Experience team also shared ways to attempt to accelerate the process of airing out the mattress. We do not consider the natural scent of our mattresses to be a defect, but rather a testament of working with Mother Nature and the resources provided by her.

  We were advised you had purchased a mattress elsewhere within a week of delivery, so we proceeded to help with return and refund of the mattress. Upon review of notes, it appears that the process went smoothly with our representatives following up with you and guiding you through the process, keeping you informed of deadlines along the way. We appreciate your part in this, as we in turn were able to donate the mattress to a non-profit.

  Again, we are sorry about being unable to refund the shipping fee from your order. We try to be upfront before and at time of purchase as there is a significant cost to shipping large items with third party carriers, both in delivering items to the consumer and, as in your case, when we have to ship items as returns. This requires us to maintain a non-refundable stance as we do.

  To ensure we have addressed your inquiry completely and/or if you need any additional assistance, a member of our Customer Solutions Team will reach out to you in the next few business days. 
  

  Best,
  

  
  

  Customer Answer

  Date: 07/28/2023

  
  Complaint: 20379192
  
  I am rejecting this response because: we did not buy another mattress from elsewhere.  We used our old mattress. 
  
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 07/31/2023

  Hello Seema,

  Thank you for the opportunity for us to elaborate upon our initial response. We proceeded to move forward with the return of the mattress as we were advised via email on Feb 24, 2023 at 5:40 am of the following: We tired a few things and ended up buying a new mattress. Can you please help me understand the return process?. With this information, we bypassed discussing a replacement and honored your request to return the mattress.

  Please let us know if we can provide any additional information or clarification.
  

  Best,
  

  
  

• Initial Complaint

  Date:06/03/2023

  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 bought a king size mattress from Avocado on 5/20/20. I paid $2,399.00. Because it was a king size plush mattress, the mattress and topper were sold separately. The mattress was $1799 and the topper was $600. It came with a 25 year warranty.I loved the mattress until about 6 months ago. The topper was sinking on both sides where my husband and I sleep. I had rotated the mattress every other month and the topper monthly. Unfortunately, since we are both side sleepers, turning it 180 degrees didn't help. We had the same indentations. Because the topper was flat, where we slept we were in a separate crater that was very firm due to the flattening of the plush topper. Our arms would fall asleep, and my hips starting hurting.Finally, I reached out to Avocado asking for help. This was in March of 2023. I have copies of all the threads. They had me take pictures, measure the slats, and take apart the bed ( which is over 300 lbs). I did this and sent what they requested. They asked for more, Again, I did. Then they asked me to put the topper on the floor and measure the depth. I did this. To begin with the topper is only about 2 inches deep. The foam inside about 3/4 of an inch. I kept explaining that the mattress was fine. The foam had failed. The response was that I did NOT meet the requirement. I asked for a supervisor. Same response. We could no longer sleep on the bed and moved to the guest bed. I bought a new topper from a different Company that now works fine. Which only proves that it was the topper. All they had to do was offer me a new topper or just the latex inside. (it zips).I will never recommend them to anyone.

  

  Business Response

  Date: 06/05/2023

  Hello ********,

  
  Were so sorry to hear that you are experiencing some frustrations with our replacement and warranty policies.

  
  On our warranty page, we specify what would qualify and what wouldnt warrant a replacement. Specifically, it addresses the requirement that an indentation must meet. 
  Here it states:

  
  - Any VISIBLE indentation equal or greater than one (1) inch that is NOT associated with or resulting from faulty or improper usage. The indentation must be visible to the naked eye when no weight is applied to the top of the Mattress Topper.

  
  Our policy further states under what is not covered:

  
  - Normal wear and tear
  - A normal increase in softness due to normal usage.

  
  In this instance, your topper does not meet the indentation requirements to qualify for a warranty replacement, as it is less than 1 inch. For more information on our warranty policy, please go here: *****************************************************. We are happy to further review a warranty claim if you are able to provide measurement photos of the topper with an indentation of 1 inch or more.

  
  Feel free to correspond with the representative you were working to have this the claim re-reviewed with new photos. 

  
  Best,
  

  
  

• Initial Complaint

  Date:05/09/2023

  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.

  bought 02/19/2019 Mattress has now developed an issue to where the inner springs have split/moved and created a hole to which you can put your fist through, in the pictures I have included you can see the depth of the hole, the wood ruler is NOT touching the mattress. Its hurts my wifes back and its very uncomfortable for her when she gets that side since I rotate the mattress every 30 days. The pictures are included that show the **** feet leg supports for the mattress and frame, also the dual king size box springs also assure the mattress is on a solid foundation. The bed frame is not bowing at all. The bed frame is a solid box spring and **** feet leg supports for the mattress and frame. I have measured the diagonal side of the frame and there is no distortion of metal sides, and there is no metal fatigue from the bed frame and have the correct measurements. The pictures have a possibility to distort the image. I forgot to mention the box springs are incased in protective/waterproof bags, thats what you see hanging under the bed. I followed all the recommendation set by avocado for my mattress due to the expense. If you like you may sent someone over to measure this frame and box springs. Also the hole in the mattress is a defect in the coils not the foundation. Again the foundation is solid and not the issue here. I respectably request you reinspect the photos and see the hole and the issues at hand. I have contacted customer service and they just keep denying the issues, like take more pictures, take it from the side, no take a picture from the foundation.....they just keeping dickin around until you just give up from aggravation. They just don't care about you, the customer who paid thousands for a bed.... they don't, and never will.

  

  Business Response

  Date: 05/10/2023

  Hello *******,

  We are sorry to hear you experienced issues with your Avocado mattress, with regards to having issues with your sleep experience due to indentation.

  During the warranty review process, you provided photographs supporting your claim. Upon our review of the photographs, we became aware of two issues which brought up concerns for warranty coverage.
  

  The first issue was the distance between slats on your foundation set up. They appear to be further apart than the 5 inch maximum stated under the Your Responsibilities' section of our Warranty. Improper support can be the cause of indentation like you claimed as well as some sagging issues as we saw in the photos.
  

  The second issue was visible staining of the mattress, The staining is in the same area where you indicated the indentation occurred. This raised concerns about the source of staining penetrating into the layers beneath the mattress outer cover, causing a breakdown and deterioration of the latex underneath the area where staining occurred. Staining can be an indication of misuse, and we state our Mattress Warranty does not cover conditions resulting from abusive handling, misuse, or neglect.

  Taking the above into consideration, we deemed the warranty to be void.

  That being said, were happy to take a second look at your case and provide you with an alternate resolution. A team representative will be in contact with you in the next 1-2 business days through email in regards to this. We look forward to getting this taken care of!
  

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  Hi I placed an order for a queen size ********************** from Avocado Mattress LLC for $ ***** plus ************* taxes coming out to $ ***** on 12/10/2021. Instead of sending me the queen size ********************** which I ordered they sent me a ********** king and this ********************** has defective coilsprings and areas where it is extremely hard to sleep on. On top of that they have been lying about the dimensions of the **********************, on their website it states that a ********** king ********************** is 84 inches in length but the ********** king ********************** they sent me is only 78 inches in length and I have pictures to prove that. So not only did they send me the wrong ********************** they sent me a ********************** that has defective coil springs and they are also lying about the dimensions of their **********************es on their website. They have a 25 year warranty but told me because I did not put the ********************** on the bedframe that they wanted they will not replace it

  

  Business Response

  Date: 05/04/2023

  Hello ******,
  We are sorry to hear you experienced issues with your Avocado mattress, with regards to us possibly sending you the incorrect size mattress and having issues with your sleep experience due to mattress coils. As you were advised, you reached out to us 5 months after your one year trial period ended. This was the reason why we asked you to begin the warranty claim process.

  During the warranty process, we asked you to provide photographs of the mattress. Upon review of the photographs, we became aware of visible staining of the mattress, which brought up initial concerns for warranty coverage. Additionally, the photographs also revealed the use of a thin rail metal frame which did not meet our required standards for support. In our warranty, under Your Responsibilities, the primary responsibility listed is that your mattress is used on a rigid, solid surface or slatted bed base that is structurally capable of supporting the weight of the Mattress and user(s). Unfortunately, the improper support provided by your frame was the reason your warranty claim was denied.
  

  
  

  Customer Answer

  Date: 05/04/2023

  
  Complaint: 20003575
  
  I am rejecting this response because: I ordered a queen size ********************** but instead they sent me a california king ********************** which has defective coil springs so I'm unable to sleep on it and also the dimensions of the ********************** does not fit on any bedframe in existence and the main reason is because on their website it states that a ********** king ********************** is 84 inch in length but the ********************** I received is 78 inches in length so that is definitely false advertisement. I don't think a business should be able to send a wrong ********************** that has defective coil springs and on top of that deceive people with false advertising of the dimensions of their **********************. They have a 25 year warranty and this ********************** cost me a lot of money but I cannot use it. Businesses should not be allowed to deceive customers like this
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 05/08/2023

  Hello ******,

  
  We are sorry for any confusion stemming from our warranty decision regarding your mattress purchased back on December 6, 2021.

  
  Our bed base requirements, which were shared & agreed upon prior to initiating your purchase, were deemed to not have been met by our warranty team based on the photographs you provided. A proper support system is fundamental for a mattress to work in its intended manner. Without using a proper bed base, the issues of measurements and springs became immaterial.
  

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  Oh how I wished I had checked the reviews on BBB and other sites where the reviews are legitimate. We received the mattress and never have I had a worst nights sleep. Every member of my family has now slept on this mattress and we all woke up with back pain and felt like we were sinking with very little support. This is a mattress that we would like picked up and to be refunded for as soon as possible. I feel like ** being held hostage by being forced to keep this mattress for 30 days. The whole notion that theres an adjustment period is totally ridiculous as Im an adult and know when something doesnt feel comfortable to my body. Further if theyre going to be donating it to someone in need, why wouldnt they wish to donate a product thats only been used a couple of times rather than at least 30 times. This is for our guest room and I feel terrible having upcoming guests use it not only because its uncomfortable but because its going to be donated and therefore it should be hardly used. That seems very odd that they would want it more used prior to donation and feels like its a policy thats intentionally designed to get out of refunding dissatisfied customers in the hopes that they just give up since the process is onerous with needing to wait 30 days, then take pictures, then troubleshoot with a representative, then schedule the donation, etc. All I want is for the mattress to be picked up and to be refunded so that I can get a new mattress. This shouldnt be as complicated as theyre making it. Plenty of mattress companies make the return process simple.

  

  Business Response

  Date: 05/03/2023

  Hello ******,

  
  We are sorry to hear that you are not having the best experience with our mattress.

  
  After review of your order it has been 5 days since the delivery of your mattress. Per our trial and return policy a customer is advised to keep the ********************** for a minimum of 30 days as it is the adjustment period. This is because depending on the mattress that is being transitioned from, the body *** need time to adjust to a different type of mattress. Experiencing proper posture and back support *** actually cause a few aches and pains which can take a month or more. Thats why we require that customers give their new mattress at least 30 days before returning it. Should a customer wish to proceed with a return before the 30 day adjustment period we are happy to allow a early return but please note a $99 return fee will incur for all mattress returns which is stated in our trial and return policy.

  
  A supervisor will reach out to you to discuss if you would like an early return or continue through the adjustment period.
  We thank you for your understanding and want to do everything in our power to help you obtain an enjoyable sleeping experience.

  
  Best,

  Customer Answer

  Date: 05/03/2023

  [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. I would like to be contacted immediately by customer service at ********************** to process an early return for my mattress. I was told by 2 representatives that I spoke to that I was required to wait the 30 days and that there was nothing they could do to help me get a return processed before the ******************************************** contacting the BBB to get help with my request. I expect to be contacted by customer service within the next 2-3 days to arrange a refund and a pick up for donation.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/17/2023

  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 an Avocado mattress becasue I knew there was a guaranteed return policy. When I got the matress, it was very hard and uncomfortable but I was told I had to try it for a minimum amount of time. I kept trying it out and rotating it but it didn't help and I started to experience back and hip pain and numbness in the mornings. I finally contacted them again and initiated the refund process. I sent in pictures and did everything I was told to do. However, I had just moved into a condo building and the building was having a lot of problems with the elevators not working. The building even failed the City of Chciago elevator inspection. I told this to the rep and she told me to contact her when the elevators were ready and I could proceed. I followed her instructions and reached back out to Avocado when the elevators were working and stable. I was told that they would no longer give me a refund becasue I was beyond the return timeframe, even though they ACKNOWLEDGED THAT I HAD INITIATED THE RETURN IN A TIMELY MANNER, THE REP HAD TOLD ME I COULD JUST CONTACT THEM WHEN I WAS READY AND PROVIDED NO TIME FRAME FOR DOING SO, AND AVOCADO HONORS RETURNS AND REFUNDS THEY CONSIDER TO BE "UNTIMELY" FOR OTHER CUSTOMERS. Since this time, all they have tried to do is sell me additional items for my mattress, such as toppers (priced at $700) that they say will help, of course, there is no guarantee these mattress toppers will help and of course I'll be out additional money. Avocado seems to be running a scheme to sell uncomfortable mattresses and then try to get customers to purchase additional mattress toppers. Additionally, Avocado seems to cherry pick who they give refunds to, whether they are within the return period or not, based on customer demographic information. I have attached the ** response from another customer as well as the email from the rep who initially told me that I could just contact Avocado when I was ready to proceed with the return. Order # A501302.

  

  Business Response

  Date: 04/19/2023

  Hello *******,
  
  
  We see this is your second time reaching out to us about this matter. We are aware of discussions in April/May of 2022 between you and our representative early on in the sleep trial period for your mattress and the subsequent arrangements to have the mattress returned. Unfortunately, we did not hear from you in any manner over the next 10 months, which at the time was 4 months beyond the end of the trial period. In our return policy terms and conditions it notes All Returns must be received and verified before the end of your trial or within 30 days of your initial request, whichever comes first which is agreed upon at checkout. Being outside the trial period was the sole reason we could not move forward with the return originally discussed in Spring of 2022.
  
  
  Our exploration of a topper as an option was purely our way to help you improve your sleep experience outside of the trial period. The initial discussion included offering a topper at a reduced price. 
  
  
  We reached out to you after your initial BBB inquiry to discuss the topper further. and still want to work with you to improve your sleep experience. We will have the representative who reached out to you previously attempt contact again.
  

  Customer Answer

  Date: 04/24/2023

  
  Complaint: 19944848
  
  I am rejecting this response because:
  

  1. It is sad that Avocado is still trying to get me to buy an additional topper for the terrible mattress they sold me, which is part of the basis of my complaint. It isn't right that I should be sold a terrible mattress and then be forced to buy an additional topper which is about $700! in order to MAYBE be comfortable on the mattress that was already about $1500.

  2. Avocado has not to this date ever responded to why I was refused a refund when other customers have been issued refunds, even beyond the return period. All you have to do is look at the ******** response I attached to my initial complaint and I am sure I can find more examples if I just go on ******** and ask around. It makes me believe that Avocado uses subjective criteria to determine whether a refund should be given, and I think it has to do with the demographic information of each customer.

  What is the objective difference between 1 month past the return time period and 4 months past? I also find it ridiculous that they are denying the refund when I clearly contacted them BEFORE the return period had passed. This alone means that I should be refunded without question. The policy does not say that the mattress has to be picked up within the return time period.I did everything right and I am still suffering.
  

  I see that a lot has been done wrong and as a consumer in ******** that purchased something from Avocado which is headquartered in **, I am entitled to file complaints in both states until this issue has been rectified. Thank you.
  
  Regards,
  
  *****************

  

  Business Response

  Date: 05/04/2023

  Hello *******,

  
  We are wanting to do our best to provide a solution to the comfort issues you are experiencing. A representative of ours has attempted to reach out to you to provide assistance - another attempt will be made. 

  The return denial was made according to the situation and was not made upon demographic information as we do not request this information to know it. 

  As stated previously, you did reach out during the sleep trial to start the return process but the policy does in fact state that All Returns must be received and verified before the end of your trial or within 30 days of your initial request, whichever comes first meaning that the mattress has to be picked up within the return time period. This was not done as you reached out to proceed with the return 4 months outside of the trial period which is why it was denied.

  We hope to hear back from you on our attempt to reach out again.

  Best,
  

  
  

  Customer Answer

  Date: 05/07/2023

  
  Complaint: 19944848
  
  I am rejecting this response because:
  
  Avocado has not responded to the specific complaint I made that they honor some returns after the 1 year period but not others. They have all customer demographic info from the purchase and based on information I have found from other customers on ********* they make return determinations either arbitrarily or based on demographic information. They have completely ignored this allegation and have provided no response to it. They have never once offered to send me a FREE topper or anything else. They have always asked me to buy additional mattress toppers in order to "assist me." Really terrible.
  
  Regards,
  
  *****************

  

  Business Response

  Date: 05/08/2023

  Hello *******,

  
  Our return policy decisions are determined according to the situation at hand and not made upon demographic information, as we do not request any age, gender, family income, race, etc. information to complete checkout.

  
  We thank you for your response to the representative that has made several attempts to contact you, as they will be able to offer additional assistance regarding comfort solutions.

  
  Best,
  

  
  

  Customer Answer

  Date: 05/09/2023

  
  Complaint: 19944848
  
  I am rejecting this response because:
  
  I find it disingenuous that you keep insinuating that I am not responding to any emails from your reps. I have always responded to your "attempts to resolve the situation." Never once has anyone tried to help me except to say reject my request for a refund, to ask me to BUY a mattress topper, or to send a vague email about the warranties (even though this is not a warranty situation which I have made clear). After all of these insulting communications, I didn't respond to one email that said "we want the opportunity to provide assistance with your sleep experience" because I'm tired of communicating about the same issue with no real attempts to help. Your reps send these vague emails about helping me but have never once offered any relief until yesterday when someone finally said that they will give me store credit for a mattress topper. It's sad that it took months for you to try to help me, even just a little bit.

  My question is what is going to happen if the mattress topper doesn't actually help? As I have stated in previous emails, I have purchased my own mattress toppers worth hundreds of dollars and they don't work because the bed just isn't made well. It feels lumpy and it dips. I don't know of a topper that can fix that. I don't want to be in this same situation in a few weeks.

  Additionally, you do have demographic information that you gather when people buy the mattresses from you, you only mentioned a few. Overtly, you receive addresses and geographic locations which tell you a lot about people. Covertly, I'm sure Avocado receives a lot more info that you want to admit through surveys, cookies, credit card companies, and access to other intrusive data used for marketing (which most companies are never honest about). This is why I think your company needs to be reviewed carefully and the people deserve to know how you make your return and refund determinations because you obviously don't follow your own policies. Very questionable practices.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:02/16/2023

  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 went into the store last Friday To order mattress, frame, headboard eco friendly lift mattress ************ mattress pillow top Paid in full. Told big stuff will be delivered by white glove and would be called to pick a date that works. Small stuff delivered by fed ex and dropped at door. Within 2 days of purchase got weird emails that fed ex is delivering all of it and will be left at door. I immediately called and got brushed off and transferred many times. I cancelled everything within 3 days and have not received anything and there was not enough time for this to be put on truck and sent anyway.Here its been one wk and still awaiting my refund in full for the glitch in their system as they stated.Called my bank to place dispute as well. I am disabled so they clearly knew I could not receive mattress and frame on my door.Want my $ back I have never got anything

  

  Business Response

  Date: 02/17/2023

  Hi *****,

  
  Weve read your concern and deeply apologize about our system tracking glitch. 
  Currently, some of our orders have been receiving tracking information applied to all items on their order though it was only for one item. We are so sorry about this, and understand how frustrating that experience has been. We see that youve spoken with our representatives to have this order canceled and refunded, which we are in the process of completing. 

  
  Again, we apologize for this entire inconvenience and hope that you give us another opportunity to make this right in the future.
  

  
  

• Initial Complaint

  Date:02/16/2023

  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 9/6/20 we purchased a king size mattress from Avocado for $2400. A big part of why we purchased was because they have a 25 year warranty including on sags in the mattress. From their warranty page "Any VISIBLE indentation equal or greater than one and a half (1.5) inches, that is 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." "when the Mattress is used normally for its intended purposes and on a rigid, solid surface or slatted bed base that is structurally capable of supporting the weight of the Mattress and user(s). A proper bed frame is defined, for the purpose of this Mattress Warranty, as having at least five to six (5-6) leg support for a ****** ***** and ********** King *********************** four (4) leg support for Twin and Full Mattresses." We have some large sags in our mattress so I filled out their warranty form and provided all of the photos and measurements they asked for. They came back with telling us we needed to place the mattress on the floor and take pictures. We had to hire someone to help move things and carry it to do this. I sent them more pictures and videos from every angle. We have had it on new undamaged great condition box springs made to hold a king size mattress on a metal frame with 9 legs. This was their response "After taking a look at photos It does appear that the mattress has been damaged by the box spring it is on. Our mattresses are not designed for the box spring you currently have your mattress on. This foundation does cause damage to the coils in the mattress and can cause the mattress to sag. This does void your warranty however, I would be more than happy to start a replacement for a new mattress if you are willing to upgrade your foundation to the Green foundation." They are requiring me to purchase a $500 item to honor the warranty.

  

  Business Response

  Date: 02/17/2023

  Hi ***,

  
  Weve read your concerns, and deeply apologize for any confusion you may have with our warranty for the Avocado Green Mattress. Were afraid that box spings are improper support for our mattress. This information is provided pre-purchase and within the terms and conditions that were agreed upon during checkout. On our warranty page, we also specify what would qualify and what wouldnt warrant a replacement. 

  
  Specifically, it addresses the use of box springs and improper foundations. 
  Here it states:
  "THIS MATTRESS WARRANTY DOES NOT COVER:
  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.
  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.
  Mold, odors, and/or discoloration caused by abnormal care including, but not limited to liquid spills, improper ventilation including, but not limited to humid climates and/or areas where the Mattress is exposed to excessive water or humidity.
  Damage associated with an improper bed frame, foundation, box spring, or base as determined by Avocado Mattress."

  
   We hope that helps to bring clarity on our warranty details and you decide to take on our original offer to have the proper foundation to support the mattress. Feel free to correspond with the representative that is currently working with you to have this resolved.
  

• Initial Complaint

  Date:01/06/2023

  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 purchased a new Eco Organic Mattress ** November 2022. Upon opening the the mattress and letting it expand from the packing it is shipped in we noticed loose threads. Upon further investigation it was found that the stitching all along the side of the mattress was loose and not holding the mattress layers together. We notified the company who informed us to test the mattress to ensure we liked it (30 day trial) and then they would schedule a replacement. Upon reaching out for the replacement, we were offered to keep the mattress with the defect as-is and receive a free mattress cover. We declined as the quality mattress is our purchase. We were then told that they would not replace. The team has tried to position that the loose thread is not needed (false claim as they used a different mattress type with different construction). They even went further saying replacement mattress may have the same defect indicating they have a known manufacturing issue. Not only is this a terrible but it is against their warranty claim. *****************************************************

  

  Business Response

  Date: 01/09/2023

  Hi ****,
  Were so sorry to hear that you are experiencing some frustrations with our replacement and warranty policies.
  We were able to review your account and see that we wouldnt be moving forward with a replacement for this particular instance. We take pride in our sustainability and eco-friendly goals with everything we do. This being said, we carefully consider warranty replacements in efforts to lessen our carbon footprint. The pictures shared indicate a thread that our team uses for marking purposes to apply the stronger stitch that holds the mattress together. 

  
   As explained throughout our conversations with you, the thread that you see is used to initially hold the quilted layers together. Thereafter, we cut the panel down to the size of the mattress and move the quilted panels between workstations. Once the green threading on the edge is added, the original quilting stitch is no longer necessary for the durability of the mattress.

  While we stand by the decision to not approve the warranty replacement, we do understand that the loose stitching that you see is not cosmetically pleasing. You are more than welcome to remove that thread off your mattress and were happy to still offer you store credit towards a future purchase with us. Please also keep in mind that if there were a replacement given, the issue presented can still be relevant for you since our mattresses are hand sewn.

  
  If this resolution is not satisfactory for you, please know that we are not making you keep a mattress you do not want. You have a 100 night sleep trial on this mattress, and have the option to return and donate the item for a refund. 
  We truly hope that you understand the reasoning behind our decision and continue to enjoy the mattress. 

  
  

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18695422
  
  I am rejecting this response because:
  
  We purchased a mattress for our daughter and therefore replaced the old one.  We cannot simply send this back as then our daughter would have nothing to sleep on.  I have bought over 10 mattresses and never had this issue with any manufacturer.  Your rationale of not replacing for sustainability reasons or because you might have more defect is unbelievable and really a terrible response to a customer who clearly expect a defect free bed especially given the price point.  Further, the customer service team and your response on the stitch is incorrect as there is no banding on the edge of this mattress and thus nothing is holding it.  This should be concerned a warning to other customers, do not buy from this company as they dont stand behind the product.  The other customer service person even said they notated the account in case it falls apart!  Does it make sense you wouldnt replace that!?

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

  

  Business Response

  Date: 01/11/2023

  Hi ****,
  Im so sorry to hear that you are unsatisfied with our resolution at this time. 

  
  We truly understand your concern, and assure you that the functionality and durability of your mattress is not affected. We take accountability for not removing the extra threading before it was delivered, but this does not warrant a replacement since your mattress is not defective. 
  The representative that notated the account was just reassuring that your warranty is still in place if there are any actual defects to your item. We sincerely apologize for any frustration caused. Were happy to continue working with you to find a different solution.
  

  
  

  Customer Answer

  Date: 01/11/2023

  
  Complaint: 18695422
  
  I am rejecting this response because:
  
  Again, the loose stitching is not extra and given your staunch approach to sustainability would not be included unless absolutely necessary.  The issue is that it isnt just loose stitching in one place, the entire thread will continue pulling out of the entire mattress.  The way to make it right is to send a mattress that isnt falling apart on delivery.  That shouldnt be too much to ask if you are making quality products and stand behind it as your warranty and guarantee suggests.  Again as yet another warning to future customers, this company has still offered no solution and isnt getting us a mattress that didnt fall apart, be warned.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/29/2022

  Type:Delivery 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 placed an order at 7:44pm CST Dec 28. At 2pm CST Dec 29, I still had not yet received an order confirmation email. I had no order number, and the shipping protection app Route showed that my order was still processing. I called to cancel my order, and was told that my order was shipped out already and I would have to forfeit 15% of the total order cost. When I asked how this could possibly be, as I haven't even received an order confirmation or order number yet, and that my Route App package protection is showing that my order has in fact not yet been shipped, a customer service person over the phone gave me one tracking number that was not connected to my order in any way, and said that this was my shipping information and that it had shipped out the exact moment I ordered it last night. Simultaneously, the Avocado Green chat app customer service person gave me an entirely different tracking number another that was not connected to any order number or email claiming this was proof my order had shipped. This is obviously a scam.

  

  Business Response

  Date: 12/30/2022

  Hi *******,
  Weve read your concern, and deeply apologize for any confusion that was experienced with your order A733579.

  Once orders are placed an automatic email is sent directly to the email address, but it's possible it couldve gone to your junk/spam mail. Were sorry about that! Your order was successfully placed for the Eco mattress and has shipped out. Once orders are shipped, if you request a cancellation there is a 15% fee. It looks like you are working with a team member to get this resolved and theyve requested to waive the fee for you. 
  We ask for patience as we work to retrieve the order back to us and process the refund once completed.

  
  We hope you give us another chance in the future.