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:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/10/2025

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

  Customer Answer

  Date: 03/10/2025

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

  

  Business Response

  Date: 03/11/2025

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

  Customer Answer

  Date: 03/23/2025

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

  smelly or taking it back entirely ( and refunding us)

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

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

  

  Business Response

  Date: 03/25/2025

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

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/28/2025

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

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

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

  
  Best,
  Avocado Green Brands
  

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/21/2025

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

  Customer Answer

  Date: 02/21/2025

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

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/11/2025

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

  Customer Answer

  Date: 02/11/2025

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

  

  Business Response

  Date: 02/14/2025

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

• 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