ComplaintsforAvocado Mattress, LLC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my Avocado Eco mattress in Sept '23 for $1,314.42 and asked to return the item in Oct after my 30-day trial. I shared photos of the required images two times to Avocado and finally in Dec '23 it was acknowledged I had until 12/31/23 to return the item. I had injections to the back of my neck in Jan '24 and was waiting for Avocado to respond to picking the mattress up, but they never did and this became a pattern of Avocado's customer service reps - delaying a timely response or not responding at all. On 2/3/24 I had very serious medical complications and wasn't able to deal with my Avocado return since I was repeatedly in/out of ER with heart attack-like symptoms and several ambulance trips to the ER to stabilize me. As a result I was forced to leave town since I live in high elevation and I was expected to be gone for 3-weeks, but it turned into 4-months in order to stabilize and understand what was going on with my health. I was very clear to Avocado that I couldn't drive 8-10 hrs r/t to meet with the company to pickup my mattress and the return would have to wait until I returned home; I finally returned home 6/31/24 and contacted Avocado immediately to schedule a pickup of my mattress, but per emails and phone calls, I was refused a return, not having any compassion for the fact that my delay was due to a medical emergency, not me not following through in a timely manner. I argued w/ Avocado saying the mattress is going straight to the dump so what's the big deal with my medical delay? They've ignored this fact and stood strong denying my return. I've never admitted this to Avocado because I shouldn't have to humiliate myself as a result of the purchase, but I do have a disability and when I was having complications related to my disability, it feels like Avocado is discriminating against something out of my control. I'll attach a detailed history, confirming the exact history of events since I don't understand Avocado's refusal after my crisis.

  

  Business response

  07/17/2024

  Hello *****,

  Thank you for reaching out and letting us provide some clarification regarding your attempted return of your Queen Eco Organic Mattress purchased on September 16, 2023.

  On October 28, 2023 you reached out electronically to advise us our style of corners on the mattress were not to your liking and you expressed your desire to return the mattress. After clarifying your request for a return, one of our Returns specialists outlined the return process on November 1, 2023. After not receiving a reply for a week, our specialist followed up with you on November 8, 2023. You replied on the same date, advising you were still in the process of of taking photos needed as part of the return process. We responded on the same date, advising you had some time, as the sleep trial expired on December 30th, 2023. Another week elapsed with no reply so we followed up on November 16, 2023, again noting the trial period expired on December 30th, 2023. We did receive a reply email on December 15th, 2023 with the requested photos. After confirming the mattress was still at the same location of delivery, on December 19, 2023 we advised a member of our Donations team would work with you to coordinate pick-up of the mattress and on the same day a team member reached out to you with some follow-up questions. On December 30th, you replied advising you had not received contact regarding pick up of mattress. On January 2nd, 2024 our team member clarified the situation of donation process, advising we did not have a local donation partner and asked if you knew of any local organizations or individuals in need of a mattress. On the same date, you advised you had a neighbor who may be in need. On the next day, January 3, 2024, our team member outlined the process of donating to an individual. We did not hear back from you until January 25th, 2024. The next business day our team member provided clarification on the donation process to an individual and offered to do a pick-up if needed. Over a week elapsed without a response so our team member reached out again on February 4, 2024. Since the return period had expired over a month prior to this date, we provided a cut off date for follow up of February 9, 2024 for a response. No response was provided by that date, so we ended our follow up. Up until this point there was no mention of your medical situation.

  On February 14, 2024 you advised of your medical situation, for which we apologized hearing about. After reviewing the situation with you and our management, our team member on February 21, 2024 sent you a link to select a pick-up date with one of our business partners. No appointment was made for approximately 2 weeks. We followed up on Monday, March 4, 2024. At this point we advised we were already extending the sleep trial by 2 and half months. We provided a deadline of the end of the week for an appointment to be made and required documentation to be forwarded to us. This deadline was not made and we closed our follow-up.

  You did reach out to us again after this additional deadline later in mid-March 2024, with concerns about our donation process and a change in sleep trial period. Our Donations team manager reached out to address your concerns and clarify the sleep period for the mattress you purchased. Furthermore, after disclosing you did proceed with a pick-up of the mattress, our manager offered you a refund of your purchase with proof of pick-up as requested previously. Our manager also offered to follow up with our business partner on your behalf if you were unable to coordinate the documentation. You did not follow up on either of these options.

  We did hear back from you on April 29, 2024. In speaking with one of our representatives you disclosed that you just came across the last email from our manager from mid-April. Your message was forwarded to the manager previously assisting you and she wrote back to you on May 1, 2024 offering to assist by email or to give you a call back. This email went unanswered.

  On July 1 ,2024 you reached out by email to let us know a response you had intended to send back in May was never sent. A team representative reviewed your inquiry and sadly had to inform you that an exception cannot be made as we are now over 6 months from the end of your sleep trial.

  In all, we feel we have provided good service to you and provided appropriate extensions of our sleep trial to try to accommodate your situation. In reviewing the notes and contacts with you, we feel our representatives showed empathy for your situation and we still wish you only the best with your health journey

  Sincerely, 
  Avocado Green Brands
  

  
  

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Avocado is totally dismissing that I had major medical issues from Oct '23 shortly after I was involved in a dog fight where I was thrown to the ground, had to go to the ER, and I now live with a dramatic brain injury because of this incident that was out of my control with my leashed dog in Lake Tahoe. To be clear, I had serious medical issues I was managing bwtn Oct-June and am still not 100%. I have an ER medical record to confirm these events, but Avocado has never been interested in reviewing any medical records of mine to confirm why I was repeatedly delayed in meeting their return policy requirement. After I slept on the Avocado mattress, it made my medical issues worse and after moving into the guest bedroom where there was a more comfortable mattress, I've remained in the guest bedroom, not in my bedroom, and the Avocado mattress has just been sitting in my bedroom since Oct waiting to schedule a pickup. Unfortunately, Avocado is not being honest about there own lack of responses to my messages and during the time btwn Oct-Dec had to keep reaching out to them regarding my return since the first time I shared photos to schedule a pickup, Avocado totally ignored my request. Due to me having injured arms, I am not able to research the emails, phone calls, etc where Avocado dropped the ball repeatedly, but it's convinient and beneficial to them to continue to point the finger of wrong-doing at me, while ignoring their own lack of professional response in a timely manner. I don't appreciate having a mattress issues totally hijack my bedroom for nearly a year now. After having serious brain trauma from my dog fight that was not my fault, to try and find some relief, I had 'stellate ganglion' injections done bilaterally to the back of my neck. Things were ok for a while, then things got bad and I started having major medical complications from these injections as oil 2/3/24 when I first was taken to the ER by ambulance due to fainting, heart palpitations, very high blood pressure and heart attack-like symptoms and unfortunately during this time  I remained in a medical crisis - going in and out of the ER for times in a few weeks - the mattress being scheduled for pickup was my last priority and I never expected to be met with a compassion-less company such as Avocado since their brand is based on doing things ethical and morally right for the environment and for humans to have a better sleep. I have offered to share my medical records to confirm my multi-ambulance trips to the ER, however, the problems is that Avocado can't even come to the table in a conversation to acknowledge this reality of mine, having a very real human experience with medical complications that were totally unexpected, totally out of my control and totally terrifying constantly feeling I was going to have a heart attack every few days. It appears, I may have had a serious reaction to the steroid I was given, but Avocado doesn't want to hear this to take into account of my reality of not being able to deal with the mattress since I was too busy trying to stay alive and not have a heart attack seeing as I was constantly experiencing tachycardia symptoms, but Avocado ignore this very fact of why I wasn't in touch btwn 1/4/23 when I had my injections to my neck, and 2/4/24 when I began having serious medical complications. In case it helps, injections don't take kick-in until 2-3 weeks after they are done and it was after the 3-week mark that I started having very serious medical complications, which Avocado wants to ignore and paint me as an irresponsible, unresponsive customer, when this couldn't be farther from the truth. Again, Avocado has never asked to see any records to confirm the facts of my case, to prove I have been telling the truth this whole time, and seem to be most interested in manipulating the facts, not listening to a customer who has serious medical complications during a return time, and I simply don't get it. I find it to be odd that Avocado offers a one-year policy on there most expensive mattresses, but won't budge to make any exception in my case especially since they won't come to the table fairly and review my medical records to confirm everything I have been trying to communicate and THEN make a decision. This is why I feel Avocado is being prejudice and treating me with discrimination as someone who actually lives with a physical disability, which I never wanted to share, but I feel I have to since I was someone who was having a very real human experience, but Avocado has treated me like I'm a robot.

  Again, why isn't avocado acknowledging that my communications have included my having medical complications and using my crisis to their advantage? Why hasn't Avocado had one conversation over the phone human to human versus solely replying on emailing a bunch of nonsense that they are making up, again, to take advantage of my health crisis. It's odd that a company who promotes better health from a better night sleep takes advantage of their customers in the way I have been after going through a medical crisis that was totally unplanned. Why can't someone from the return department get on the phone with me and tell me as a human being all of the passive-aggressive communications I've received from them, where they get the facts wrong, keep saying my bed isn't covered under warranty because it smells, when this was just one of the problems I had with wanting to return my mattress. Why isn't Avocado honoring the facts of my return which also include my experiencing hot spots on my hips, shoulder while I sleep, and being able to actually feel the springs threw the top of the mattress whether I'm sit-in on or sleeping on? I have a disability and wanted to return the mattress due to a poor quality of mattress on top of the mattress stinking, however, Avocado now is saying their warranty doesn't cover the mattress stinking. Why isn't Avocado more transparent on their websites FAQ about the mattress smelling so someone like me who's never owned a latex mattress, but is trying to avoid chemical off-gassing since I actually have a serious neurological condition, but fails to share with their customer that the latex may smell and in my case, never go away in 10-months. I didn't buy a bed that was misrepresented as being natural, when it absolutely has been off-gassing a horrible smell in all of this time. I also shared with Avocado I will be allergy tested for latex in 2-weeks and is another reason I could not keep the mattress since I believe I am sensitive to latex and possibly have an allergy. I also expressed to Avocado that I don't understand why I was receiving so much push back from them on the return needing to happen during my medical crisis since the mattress was ultimately going to be taken to the dump, totally going against their own company policy to regime the mattress. Why couldn't Avocado just simply meet a customer who was experiencing a very dramatic and scary medical problem they've never experienced in their lifetime, read a few ER notes to confirm my story is true and exercise some compassion and understanding and meet me half way and say, "we're sorry this is going on and want you to take care of yourself and be in touch (1) when you arrive back in town after you had to leave town because of your medical crisis and (2) we are here to hell not hurt you further." Avocado doesn't seem to understand I live in an elevation at a**ost 7k feet and I had to leave and go stay with my parents in the Bay Area for 4-months to normalize my oxygen and nerves/muscles and wasn't on any type of vacation. I can prove to Avocado I was put on a heart monitor (zio patch) when I first arrived in the Bay Area, and I continued up until 4/20/24 to have to go to the ER due to complications. But Avocado's problem all along is their ignoring my medical complications and are refusing to make an exceptions in a compassionate sense given I didn't expect any of this to happen and had expected to return the mattress in January, however, my medical complications stemming from neck injections triggered all of what I've been going through since 1/4/24. I had to have a taxi driver actually drive me out of the Tahoe basin and to my parents in the Bay Area since I couldn't safely drive a car without possibly having episode of fainting while driving, but Avocado doesn't want to hear this or have me prove this very fact to them and just wants to keep pointing the finger at my as if I didn't comply because I was on a 4-month vacation when this isn't true at all.

   

  Lastly, yesterday I emailed Avocado asking them for their CEO's contact information, or at the very least the contact information for someone in their executive branch, even a VC's contact information since they are a company that is heavily funded with VC funding, but I have yet to hear a response back from them, and if there prior games are reflective of the response I will receive, I won't ever receive this information due to Avocado not wanting to share my medical complications story with anyone on an executive level to see if something more can be done - such as making a one-time exception for my case, but Avocado refused to get on the phone and has refused to escalate my complaint and my ask above and beyond the returns department, which are not the nicest people to deal with, who seem to act like robots, and many is why they've remained treating me like I'm also a robot who's not allowed to be get sick. 

  Again, I'd like to talk to someone from Avocado's exective branch since I feel their returns team is being unfair, unreasonable and has continued to discriminate against me and my very real medical complications that were beyond my control for the entire year os 2024 so far. 

  Also, Avocado needs to accept they also dropped the ball on many occasions, and if this wasn't true, then why did I have to submit my photos two times, since they claim to have never received my first emailing of photos, which I thought was odd, but now understand is likely a business tactic on their end to delay a customer returning their mattress. 

  I've learned in all of this time, Avocado prefers to manipulate the actual facts and prefers to not deliver good customer service and based upon BBB's complaints, I'm not the only one who's experienced this very fact. Avocado has a very large marketing budge, which I question if what they market is true or not and may be involving themselves in falsely advertising their mattresses especially when they acknowledge after a purchase that their mattress may smell, but never acknowledge this prior to a purchase, which morally and ethically seems to go against everything Avocado stands for as a 'green' company. 

  I was denied a return on their cheapest mattress, and after visiting an Avocado store to try out the more expensive options, I found myself wanting to buy their 3k mattress, however, after the way I've been treated, I plan to give my 3k to another company since Avocado seem to not be able to do the right thing and seemingly is most interested in abusing their power over their customer who has a serious medical issue to manage. 

  It certainly seems the exective branch wouldn't be happy with the returns dept not making this matter right and ending up pushing away a customer to end up loosing my business completely, when I had always intended to return my uncomfortable as hell mattress for a more top of the line option. However, now that I am aware of avocado hiding the fact related to latex mattresses off-gassing a smell that smells very chemically, I've been turned off by staying with a latex option all together especially if in the end, my allergy testing shows I'm allergic to latex. Btw, I already know I have a micro-latex allergy due to being allergic to band-aid and medical tape, but had no idea to what extend, but after what I've experienced with the smell of the mattress and what I've been told by other mattress companies, I most likely have a more severe allergy to latex and is why I am so sensitive to the smell, even all these months later. 

  I shouldn't be typing this much due to my disability and I remain shocked over how much computer typing that has been required of me to establish the facts of my case with Avocado who's has shown me they remains only interested in manipulating me as their new customer in all this time.

  Again, I'd really like to receive a real human phone call from the CEO or an executive to discuss this matter like humans, versus Avocado relying no their employees who seems to be more AI bots versus humans. 

  Avocado is great on the front-end before you purchase your mattress, so why do they act the complete opposite once a customer purchased their products and ends up having a medical problem for months that was totally out of their control to be able to control to meet their policies? 

  What a classic case of an abuse of power by the Avocado Brand Family. 

  Thank you,

  **

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I returned via ***** 2 mattress protectors and company refunded 1 I have been contacted with them **** and no response. No contact information I can call. Please help me!

  

  Business response

  06/11/2024

  Hello *****,

  Thank you for reaching out to us. We apologize for the delay in getting your refund to you as our automated system was only able to process one of the returns. By now hopefully you have seen, via email confirmation, the 2nd mattress protector was processed on June 9th.

  Please note our website, www.avocadogreenmattress.com , always lists our phone number ************ at the top of our site which also offers on-line chat as well as a Contact Us option to reach us via email. We are always happy to help in any way we can.

  Sincerely,
  Avocado Green Brands
  

  
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed frame after talking to agents for a few days and finding out that one was 5-7 days shipping ( per the site and confirmed by agent) and the others were months. All agents have been nice but very sales orientated and not very supportive after the sale.I have a savvy rest bed and they have high quality customer service before and after the sale.So far, this has not been the case for Avocado.Its false advertising.I have asked numerous times for you to make this right and those emails go unananswered. AGain, before i purchsaed, all emails were replied to on a regular basis.Further review seem others are not happy with your lack of support for shipping either.This does not give me a good feeling about working with you long term. What if something is wrong with the bed frame?Do you just ignore customers after they purchase?I would like to ask for a clear reply on why you would bait and switch dates for the bed shipping.i would like an apology and i would like a further discount.Who cares if you don't make a big profit on this one, you need to do this to keep good customer service with me.This is not a sign of a ethical company to handle situations like this in my opinion. I never experienced anything like this with savvy rest and i have replaced layers, and covers, etc.Please make this right order number-a931963 ordered April 14 and its now almost a month and no shipment.

  

  Business response

  06/04/2024

  Thank you for reaching out to us, we are sincerely sorry that your experience was not as seamless as it should have been. We understand the delay you have faced with shipping your order was not ideal and we truly sympathize with you and apologize. Please know our production times are subject to change due to material availability, this is listed on our website.

  We do see as soon as we were made aware of this delay with your order we notified you immediately via email. We appreciate your patience and understanding you have provided throughout this process.

  
  Please know we strive to be as transparent as possible with our customers and notify customers of any major changes as soon as possible and as quickly as possible. Upon looking into your current communications I do see you are actively being assisted with your order and that your order has since been received. Should you have any further questions or concerns please do not hesitate to contact us through any emails you have received or feel free to reach us via phone at ************ if you have not received a prompt reply. We want to make sure you are being taken care of and having any concerns addressed.

  
  Have a wonderful day,

  
  Avocado Green Brands 
  

  
  

  Customer response

  07/19/2024

  
  Complaint: 21667418
  
  I am rejecting this response because:
  
  i purchased a bed frame from avocado months ago. while it took a very long time receive, so far I really like it. i ordered longer legs for it , separately, but they never arrived. The company offered to a. reship the legs b. credit for a future purchase i really don't want the legs since the bed is put up and fine and at this time i don't want anything additional I feel like they are creating an uncomfortable post purchase experience that will create a disconnection when it comes to buying something else in the future i offered to file a police report i just want my money back on the legs for a package that was lost , mis-delivered or stolen thank you i cannot find my order number, cost around 125 dollars with tax / shipping
  
  Regards,
  
  **** ****

  

  Business response

  07/22/2024

  Hello ****,

  
  We have reviewed your recent communications with our customer service team and see  a resolution has since been met regarding the legs that were delivered to your home, however you stated they were not successfully delivered and potentially stolen. 

  
  Please know we are here to assist while also still following our companys policies. Please review your latest communication with the representative assisting. Feel free to reach back out should any further questions or concerns arise.

  
  Sincerely, 
  Avocado Green Brands
  
  

  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this king sized avocado green mattress for $1,726.92 in september of 2020, and it was delivered a couple of months later.A bit more than 3 years after we received the mattress, the springs inside of the mattress failed and separated, so that there's a large internal gap on one side. This causes instability and serious back pain, rendering the mattress basically unusable. This is a plain manufacturing defect, and is a safety issue. I have never had a mattress fail like this before.Avocado claims to have a 25 year warranty, and a 10 year warranty with complete replacement. However, it appears that they have just gone out of their way to find an excuse to deny my valid claim. For example, they suggested that because there were stains on the mattress that the claim would be denied. I received this from a claims representative via e-mail, and what was written to me contradicts the plain langauge of the warranty. This was a very expensive product, and it failed very quickly due to a manufacturing defect. I just want them to replace this mattress, and I beleive they are trying to come up with any plausible excuse to deny my claim. I am very concerned that they prominently display their warranty and guarantee on their website, then go out of their way to deny a very valid claim. When purchasing the mattress, there is no checkbox stating that you agree to any limitations on their warranty -- they only reference their 30 day return policy. I will attempt to contact consumer reports about this issue next.

  

  Business response

  05/15/2024

  Hello ********,

  Thank you for reaching out to us regarding your Avocado Green Mattress experience. We take customer feedback seriously and are committed to customer satisfaction.

  Upon thorough investigation into your case, it came to our attention that the condition of the mattress does not align with the terms outlined in our warranty. As we advised, our Mattress Warranty does not cover conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) *****; (c) use of the Product on an improper bed frame; (d) physically abusing the Mattress; (e) attempting to clean the Mattress inappropriately; and (f) improper storage of the Mattress (including storage in damp locations, areas infested with insects or rodents, or any other unprotected storage areas); and (g) purchase from resellers who are not authorized retailers.

  Regrettably, the warranty is void due to the unsanitary state of the mattress, evidenced by the presence of stains, as well as the unnaturally straight line impression, which cannot be attributed to normal wear and tear. As you advised, there was considerable staining resulting from your wifes pregnancy.

  We assure you that our decision is not intended to undermine your concerns or discredit your efforts in resolving the issue. Our priority is to uphold the integrity of our warranty while striving to provide the best possible customer experience.

  We empathize with your situation and regret any disappointment this may have caused. We value your feedback and are committed to addressing your concerns to the best of our ability. We ask for you to reconsider the offer we provided via email to assist you in acquiring another mattress from us.

  Should you have any further questions or require assistance, please do not hesitate to contact us directly. Simply reply within the last email thread between you and Avocado personnel.

  Warmest regards,

  Avocado Green Brands
  

  
  

  Customer response

  05/15/2024

  
  Complaint: 21525670
  
  I am rejecting this response because:
  

  The mattress inspector who came to my home told me that what had occcured was "side wall separation" which has nothing to do with any staining, and told me that the company should replace the mattress. Despite this, they refused to honor their warranty. 
  
  
  Regards,
  
  *********************************

  

  Business response

  06/04/2024

  Hello ********,

  Thank you for the opportunity to clarify this matter further.

  On May 1, 2024, a copy of the mattress inspectors report was forwarded to you. In the email that was sent, it was noted that there is no mention of a manufacturer defect in the inspection report. In the report youll find supporting documentation which led to our warranty decision.

  At the closing of the email, we acknowledged and empathized with your disappointment on our decision and provided you with an offer to help you with this matter. We kindly ask that you review the offer and respond to the email if youd like to move forward with the offer or if you have any additional questions for us

  Sincerely,
  Avocado Green Brands
  

  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/22/23i ordered a full size Eco Organic Kids Mattress for $817.59 (regularly $849 plus tax but there was a sale). It arrived in a timely manner and we unpacked it quickly for my toddler to sleep on. As soon as we opened the packaging the extremely foul smell of the mattress filled the garage. We didnt even want to bring it inside, but hoped it would pass quickly. It didnt. Our toddler is struggling with eczema and we thought this mattress would be a clean safe option for him - we thought wrong. This mattress has been off gassing and stinking up our home for months and nothing I try helps (leaving it leaned against the wall with nothing on it and the windows open, vacuuming it, baking soda and vacuum, mattress cover, *** doctor *** purifier - my sons room smells like a mechanic shop that spilled oil all over the place. His eczema flared severely as a result. This mattress clearly has a defect and Avocado says theyll take it back, but regardless of the issue with the mattress, they still get to keep $100 of my payment for a return fee. This return fee makes sense for buyers remorse, or to exchange firmness/comfort levels (which I would do if this was my mattress - its wildly uncomfortable for an adult), but in this case where the smell is SO strong it impacts my sons skin and his entire room for 3 months - thats not something I ever anticipated or should have to pay for. They offered me a free mattress cover to trap the smell - no thanks - I dont want this toxic fume to stick around any longer! I feel bad they plan to donate this mattress to some other poor soul who will have to endure the stench. Buyer beware!

  

  Business response

  02/22/2024

  Hello, we are truly sorry for your experience at this time and the flare up your son has experienced. We understand that our products are not for everyone and that is okay. We can assure you any scents you are experiencing are all natural and due the natural materials that make up your mattress.
  Our mattresses and yours as well, have multiple certificates including, GOTS certificate, Made Safe certificate, and GOLS certificate, you may find further information regarding our certificates on our website under our help desk articles. 
  Our customers do experience the scents in different ways and on different levels ranging from farm type scents to chocolate! Our products and mattresses do not offgas and do not contain any toxic chemicals or materials. We see that our team is currently assisting you with your return at this time since you are within your 1 year sleep trial, however, you are wanting to be refunded for your return fee at this time. 
  Please know per policy all mattress returns do require a 99$ return fee. This is listed on our site as well as at checkout which is required to be agreed upon prior to checking out. 
  To further discuss this with you, one of our team members will be in touch with you shortly.
  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/11/2021 was the purchase date. I paid $2,117.10 to Avocado.My wife and I setup a rotation schedule on our calendar for the mattress based on the instructions provided. We have the proper bed frame, as well.The mattress company boasts that their mattresses are built to last 25-years, however, ours has already begun to sag causing loss of sleep due to discomfort, pain in back, side, and hip.I am 53, 110-lbs, female.My wife is 54 125-lbs.There is no reason for this lack of support by a mattress we paid so much for. We have been told since the sag hasnt reached 1.5-inches that we cannot file a warranty claim. Who wants to wait while sleeping in pain night after night for continued sagging? This is an extremely expensive bed with the worst customer service and denial of backing their product. They dont wish to retain customers.

  

  Business response

  01/24/2024

  Hello,

  We are sorry to hear you are experiencing issues with your Avocado Green Queen ********************** you purchased in 2021, with regards to discomfort and pain. While it appears you have discussed these issues with someone at Avocado, I do not show any record of contact on your order nor a formal review by our warranty department. We strongly encourage you to reach out to us at  ********************************** so our warranty department can appropriately gather information and address your concerns.

  Sincerely,

  Avocado Green Brands
  

  
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company is refusing to honor their return policy.I paid over $1700 for a mattress in early December 2023. When it arrived, I noticed one of the tuft buttons was loose. I looked at the underside and saw the other tuft button was missing altogether. When I asked for a replacement, the company said I needed to undergo the 30-day sleep trial. To see if I like the mattress and to avoid them sending a replacement that I would then replace. They assured me I would be able to return or get a replacement after 30 days.After *********************************************************************** refund. They offered me a mattress topper to make the mattress more comfortable. Then they offered a discount since the mattress is defective. Then they said I should fix the tuft and the mattress is not defective. I am positive that they do not intend to replace or take back the mattress I have. They always email at the end of the day. There is no way for me to call them. Every interaction the story changes and I am being offered something different, right around 5pm.It says clearly that they have a mattress return policy, once per product per customer. I would like to get this ********************** removed and replaced with an intact mattress. Or get a refund as per the policy on their website.

  

  Business response

  01/23/2024

  Hello,

  We are sorry to hear you are experiencing issues with your Avocado Green Mattress, with regards to issues of a missing tuft you have brought to our attention. Upon review of the notes on your account, within the last few days you spoke to one of our customer service managers. This matter has been escalated for further review and we will continue to work with you until this matter has been addressed fully. It appears, that as of my writing this reply, a call should be made to you within the next 24 hours in a timeframe you advised would be preferable for you. We thank you for your understanding and cooperation.

  Sincerely,

  
  Avocado Green Brands
  

  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an Avocado Green mattress which is defective. The mattress is not the advertised dimensions in both length and width. While the width does not cause a problem, the length is too short by several inches, and because it does not fit inside the frame of our bed (which is exactly 60 X 80 inches, the advertised dimensions of the mattress), it slides away from the headboard. Our pillows slide down between the mattress and the headboard, which causes frustration and actual discomfort. I have been trying to work with the company for several months, demonstrating to them through description and photos, that the mattress is defective. They keep rejecting my photos, because they do not live up to the arbitrary standards of their examples. I have sent them 3 sets of photos that clearly show that the mattress is defective, does not fit the bed frame, and is smaller than the advertised dimensions. Each time I take the photos, I have to completely strip down the bed, and attempt to balance the tape measure on the edge of the mattress, then try to get photos that show the whole mattress AND the numbers on the tape. They show two people taking the measurements, and have a third taking a video. I explained that I do not have a crew of people, nor a studio set to take the pictures the way they demonstrate. I have a tiny room and I am only one person. I have escalated my complaint to a manager, who just repeats that they will not help me because my photos are not good enough. I can provide my email exchanges as well as purchase documentation if needed.

  

  Business response

  01/17/2024

  Hello,

  We thank you for your mattress purchase back in August of 2020 and we appreciate you reaching out to our warranty department to discuss this matter. Being this matter involves the dimensions of the item in question, we do try to get as accurate of photos as possible and thank you for providing photos upon our requests. 

  As our warranty representative advised, they needed a picture of the measurement including an end-to-end measurement without the use of the tape measure case as part of the measurement. Case sizes can vary, so your use of a case in the picture prevented them from obtaining an accurate measurement.

  In speaking with a warranty representative, an easy remedy to this would be if you could send (on the prior email thread) a photo showing the case size length. This is included on most tape measures. If the length of the case is not clearly indicated, a photo showing the measurement of the case will suffice.

  Again, we thank you for cooperation with this matter and look forward to reaching a resolution in a timely manner. 

  Sincerely,
  Avocado Green Brands
  

  
  

  Customer response

  01/31/2024

  
  Complaint: 21130019
  
  I am rejecting this response because:
  
  

  This complaint is in no way resolved. 

  
  

  I will send them the information they asked for, but I have very little confidence they will respond in a positive way.

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

  

  Business response

  01/31/2024

  Hello,

  We look forward to receiving the information requested. We will review the new information and seek to find an appropriate resolution in a timely manner.

  Thank you once again for your cooperation.

  Sincerely,
  Avocado Green Brands
  

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Avocado king-sized mattress for $1,841.70 on 5/21/2021. I used the mattress 2.5 years when my wife and I noticed a divot forming where our hips lie on the bed. We rotate the mattress monthly (per the instructions), but due to the 180-degree nature of the rotation, my wife and I reinforce each other's imprints. The size of the divot is substantial enough that it is causing lower-back pain to both users. I filed a warranty claim (25-year warranty was included), where I (1) filled out a form, (2) included the original receipt, and (3) took pictures of the bed, base, divot, and measurements showing the depth of the divot (Avocado requires 1.5" for coverage). Although the measurement was 1.5", customer support stood by their decision that it wasn't truly 1.5" because of how the ruler would sink into the mattress. I believe Avocado crafted a "warranty" offer to mislead the buyer into feeling secure.

  

  Business response

  01/11/2024

  Hello,

  We are sorry to hear you are experiencing issues with your Avocado Green Mattress, with regards to issues of indentation you have brought to our attention. Upon review of the notes on your account, you are still in the midst of discussing our warranty with one of our representatives in relation to your situation. This matter has been escalated for further review and we will continue to work with you until this matter has been addressed fully. We thank you for your understanding and cooperation.

  Sincerely,

  Avocado Green Brands
  

  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # A646583. Purchased a king ****** organic mattress ($4,149) and a year later - we have 2 inch + plus depressions on each side of bed. The bed is causing sciatica issues in my back. When we submitted all required information (past the 1-yr **** for refund) for an exchange they continuously deflected as to why they would not honor the warranty. all of our information regarding sizing of slats, space apart met the guidelines of their warranty. They continued to make additional reasons not stipulated as to why they would not take back the mattress. This is after we spent appproximately $10,000 at Avocado. We purchased 2 twin beds and 2 twin mattresses as well. (Those slats for the twin bed came uncut to fit- we actually had to take them ourselves to ********** to have cut in order to properly assemble those beds) ************ has horrific customer service. They claim that there are absolutely no managers available to speak to and they constantly put your complaints and concerns on hold- saying they will get back to you- everything is done thru email - you cant get anywhere with them over the phone. Future Avocado buyers beware.

  

  Business response

  01/03/2024

  Hello Mya,

  We are sincerely sorry to hear of the issues you have experienced with your mattress. We have reviewed your warranty claim, and thank you for providing all the information and items as requested.
  
  As stated in our warranty terms and conditions, Damage associated with an improper bed frame, foundation, box spring, or base as determined by Avocado Mattress voids coverage under our warranty. I point this out as the warranty claim was denied since your foundation was determined as not supportive.
  

  We want to ensure we are providing the best service possible, this situation has been escalated to the Warranty and Replacement Team Manager who has reached out via phone to re-review all the information submitted as well as provide additional inspection of your foundation in hopes to see if we can appeal the denial

  We thank you for your patience and understanding as we try to resolve these matters for you.
  

  Best,

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