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 has 4 locations, listed below.

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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:11/03/2022

  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 paid $250 to have a mattress shipped fast but it is taking way too long for them to ship my item. I have been sleeping without a mattress for 1 week+ since the day I ordered . They need to refund me $250 special shipping fee. Order A699946

  

  Business Response

  Date: 11/04/2022

  Hi *******,
  Were so sorry about any confusion with our shipping options and prices.

  You purchased the In home set up option which provides white glove delivery. Unfortunately, we dont have the option for expedited shipping at this time. Were afraid we would not be able to refund you for the in-home delivery fee, as this service is still being provided. After reviewing your account, were happy to see that the order has shipped within the stated time frame, and your delivery appointment has been scheduled.

  Again, we apologize about the initial confusion here!

• Initial Complaint

  Date:10/03/2022

  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 ordered an Avocado Green Mattress was not the height or length for Queen *********************** Tried for over a month to get it resolved but could not. Company kept asking for pictures which I have sent over 10 . I had to purchase a different tape measure to measure the size and the *********************** The mattress according to the sales team should be 60X80 around 11 inches in height. However the mattress is 60X77/78 with a height around 9 inches. The mattress cover I brought from Avocado is too big to fit on the mattress, which is should fit since I brought the one for this *********************** The company says that the mattress will spread out over time but that means it will be shorter than 9 inches. So I have requested a refund. The order number is #A658104 and paid with tax over #1,900, the price without tax is $1,799.10 for a Queen size. I have called over 3 times but have not been able to reach a person. I have texted about the problem but the system said to either call or email. I have sent over 7 emails asking for a call but only keep getting email requesting more pictures which I have sent about **** over the past month.I need help to resolve this issue.***********************

  

  Business Response

  Date: 10/04/2022

  *************,
  We have read your concern and deeply apologize about the experience that youve had with us and our product.

  After looking into your account, we see that you are working with our returns department to get the mattress donated and refund you for this purchase. We recognize where we can improve in this process to make it a more seamless and faster experience. Please continue to work with our team to get this settled for you.

  As soon as the mattress has been donated, our team will process your refund.

  Again, we sincerely apologize about the size discrepancy and hope that you will give us another try in the future.

• Initial Complaint

  Date:09/07/2022

  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.

  We bought a bed, online, from the Avocado Mattress Company (website: www.avocadogreenmattress.com) on JUNE 5, 2022. We purchased the king ** "Avocado Green Mattress" 100% organic, certified, hybrid, w/king size bed frame and king size Green Mattress foundation + in home delivery & set up for a grand total of $3254.05. We were told by a rep from their "chat line" off their website we'd have the bed "within 10 days". On June 9, 2022 we I received an email stating "our bed was on it's way" & given a Fed Ex tracking #************. Within 10 days we had a metal bedframe only. We have NO BED. Nothing else from our original order has been delivered. My correspondence w/the company has been by email, phone calls (min of 10) w/approx 9 diff people/customer service reps/support ***** (********, *******, *****, *********, ********/ supervisor + others). I have proof of and copies of over 100 emails back & forth trying to resolve, get delivery times, and listen to the excuses over and over again. All anyone has said is, "I'm sorry for the inconvenience & the prolonged shipping delays". Twice, we've been told " the mattress cannot be located at all".THEY HAVE OUR MONEY, WE HAVE NO BED, only a bedframe in a box. We have been offered numerous "in store" discounts. They've also applied cash credits back onto our credit card, on 3 separate occasions, in the amount of $887.79, but as of today, it's been 97 days WITHOUT A BED and my wife is sleeping on the floor!Here are 2 orders #'s we've been given: #A629314 and #A652853 both claim to have been "fulfilled".We are cancelling the order today! This is totally unacceptable. We've been lied to and they've stolen our money. RESOLUTION: We want 100% of our money back, within 2 business days and they need to make arrangements to pick up the bedframe they shipped to our home immediately.Thank you

  

  Business Response

  Date: 09/08/2022

  Hi *****,
  We have read your concern and we deeply apologize for your overall experience with on of our partnered shipping companies and our team. 
  We recognize that this is an area of opportunity for us that we are actively working to improve.

  
  We understand that you would like to cancel your order, and return the metal bed frame that you have already received. Im afraid that we can not guarantee to have all of this taken care of in two days, as there are key steps to follow when conducting a return. However, the team member that you are currently working with will reach out to you to have this resolved as soon as possible. We will absolutely get this taken care of and process a full refund as an end result.

• Initial Complaint

  Date:07/23/2022

  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, foundation and other accessory items on memorial weekend during their sale. All items said will ship 3-5 days. We received all items ordered except for the mattress and foundation which were the bulk of order and being over $3,000. After reaching out multiple times we are told an extra week and shipping is taking longer. Then they blame their shipping partner XPO. Then the shipping label barcodes were wrong and not scanned in properly?? Every day there is a new excuse, little help and lack of resolve. It has been almost 8 weeks now and we still have not received the product. XPO is also handling this very poorly and doesnt document all the conversations properly so each person I speak with is a different person that doesnt have all the information- I am submitting complaint of them next. This instance is purely avocado mattress company lack of urgency to resolve the issue and complete incompetence. They have been incredibly misleading to the consumer to say 3-5 days then end up being over 8 weeks. They do not have a number to call, they only provide you with a chat. Which often takes 2 days to hear back. This is an absolutely unacceptable way to do business.

  

  Business Response

  Date: 08/02/2022

  Hi Morgan 
  
  
  We sincerely apologize that your reported shipping experience has been less than satisfactory. After reviewing your order, it appears you are in possession of the mattress and foundation. Based on the information in our system, the items were delivered on Thursday July 28, 2022. We have reviewed your most recent emails with our Returns Team and we noticed you have requested a return after a few nights of sleep on the mattress. We typically say your body will become acclimated to the sleeping surface within ***** days. 
  
  
  This does not mean that the mattress is any less firmer. We usually like to share the analogy that, If you hit the gym for the first time in 10 years, it is normal to feel different, in the weeks that follow. Similarly, its not uncommon for our bodies to go through an adjustment period when theyre introduced to a new sleeping surface. 
  
  For further assistance with this issue, we ask that you respond to our Returns Team so they can provide additional information and recommendations to help you achieve a good nights rest.
  
  
  Lastly, we do not want to negate your concern about contacting our team via phone. We have an inbound phone line that you can use to speak with our team members Monday-Friday 10AM-6PM EST and Saturday-Sunday 11AM- 7PM EST by calling ************ for assistance. 
  
  
  We value our customer feedback, and we will continue to implement the proper changes to enhance our customer's experience. 
  
  
  We appreciate your willingness to work with our team, and we thank you for allowing us the opportunity to make things right. 
  
  
  All the best,

  Customer Answer

  Date: 08/07/2022

  
  Complaint: 17615066
  
  I am rejecting this response because:
  Avocado is misleading customers with the amount of time it will take to revive their produce. Their website and quick delivery of the promised 5-7 days was a reason we decided to go with them and order. In fact, it took us 8 weeks to El receive the most uncomfortable mattress I have ever slept on. Their customer service team was quick to tell me to wait 30 days for return, offered a temporary solution and then disappeared and have not responded. Ive never dealt with a more misleading company before. The time it takes to receive the product, communicate with someone about an issue and how misleading they are is unlike anything Ive ever dealt with before as a consumer. I am paying on my mattress and in some of the worst back pain I have had while waiting for customer service to respond for me to wait 30 days to return. Quit paying for reviews, misleading consumers and have your team respond in a quicker manner. 
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/10/2022

  Hi there,

  We hope you are doing well. We apologize for the delays you experienced with XPO, we actually ended our partnership with XPO due to poor customer experiences and delays. We typically require a 30 night sleep prior to returns to help our sustainability mission. Your mattress has been approved for return prior to 30 days and our returns team will be reaching out shortly. 

  
  Please feel free to reach out support team at ***************
  They are available Monday through Friday, Eastern Time, from 10 am to 6 pm, and on weekends from 11 am to 7 pm.

   

  We hope everything runs smoothly moving forward. Feel free to review our Return Policy here:

  https://help.avocadogreenmattress.com/en/articles/5416410-what-s-your-return-process-for-mattresses-and-toppers

   

  All the best,