ComplaintsforAvocado Mattress, LLC

• Initial Complaint

  02/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order 11/4/21 for two products. Nothing ever came. Reached out to customer service multiple times. They do not help resolve issues. Called shipping facility and they finally schedule but never deliver. In the mean time ******* creates second order as shipping company cannot find shipment of a king ********************** and box spring. Just cannot find. Then shipping company schedules delivery multiple times but no ones shows up. I have asked to speak to management and ***** They have charged my card and I have asked multiple times for refund. You get nowhere. I have multiple emails etc with them. I am happy to send over the long chain since December. Order # A498680.

  

  Business response

  03/01/2022

  Hi Christie 

   

  We thank you for your submission to the Better Business Bureau. We sincerely apologize for your experience with us, it was definitely not what we hoped.
  After further review into this issue, we can confirm a full refund of $3,784.18 was returned to you on February 23, 2022. Listed below is the 
  Acquirer Reference Number (ARN) associated with the refund: 
  

  Acquirer Reference Number (ARN): 24011342055000018268547

  Thank you for your willingness to give our product a try. We wish you the best of luck on your journey to finding the perfect product(s) to meet your needs.  
  

  All the best,  
  
  

  Customer response

  03/02/2022

  [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.
  
  Regards,
  
  *********************************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed two orders with Avocado. One for a mattress totaling over $4900. The other for a bed frame in the range of $1600. The communication with the company was very poor, and some issues arose for me around delivery. I ended up canceling the orders, before ever receiving any of the products. I requested cancellation first by email. I did this to two people, the sales person Taj who had helped me. And also ******* who seemed to handle delivery. I sent several emails and no one responded to any of them. I got hold of someone through ******** messenger, but as soon as I requested cancellation, they stopped responding. I filed a dispute with my credit card company, and I also kept emailing. I finally received emails back from Taj and Hyun stating I would get a refund. However, I have not received a refund. Every time I reach out I get either no response, or an excuse about their process. I just want a refund, and to quit getting the runaround.

  

  Business response

  01/17/2022

  Hi Lucinda 

  
  We thank you for your submission to the Better Business Bureau. We sincerely apologize that your reported experience has resulted in your request to refund the purchased items. 

  
  In regards to your desired settlement of a refund, we can confirm that a full refund of $4,940.22 was returned on Jan 11, 2022, at 4:04 pm for the Organic Luxury Plush Mattress. The additional $1,786.48 was returned on Jan 7, 2022, at 1:03 pm for the Eco Wood Bed Frame. 

  
  Thank you for your willingness to give our product a try. We wish you the best of luck on your journey to achieving the perfect nights rest.  

  
  All the best,  
  

  
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November 2021, my wife and I purchased a mattress, adjustable base frame and bed platform from Avocado Mattress for over $8K. The bed was delivered and setup on December 20, 2021. The installation team assured us everything was working and left without giving us any manuals or other documentation since it was all digital. The sales pitch, the presentation and the sale were all done over the Internet.The first night I discovered the adjustable base was not working correctly. Thinking I had done something wrong, I waited a couple of days before contacting Avocado mattress. They claimed they could not do anything and referred me to ********************* for a resolution. ***** requires me to lift up my mattress and frame and send her a picture of a tag that says where the frame was made. I explained to her that I had had back surgery and could not lift these extremely heavy objects, that require 2 men to assemble and asked that she send the original install team to double check their work. She insists that I provide this tag information first. I do not believe I should have to pay for 2 handymen to come to my house to lift the mattress so I can take a couple of pictures of the tag. She then referred me back to Avocado who is trying to refer me back to *****. The white glove installation was paid for through Avocado mattress and now, Avocado is unwilling to take any responsibility for correcting any problems or difficulties. Can you help?

  

  Business response

  01/17/2022

  Hi Cheryl 

  
  Thank you for allowing us to be a part of your sleep journey. First, we would like to offer our sincerest apology for your experience. After further review, we are able to confirm that our team was able to partner with LoadUp to resolve your reported issue. 

  
  If you have any additional questions or concerns, please do not hesitate to contact us. 

  
  Thank you for your willingness to work with our team, and for allowing us the opportunity to make things right. 

  
  Best Regards, 

   

  
  

  Customer response

  01/19/2022

  [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.
  
  Regards,
  
  *********************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a mattress/foundation from Avocado based on outstanding online reviews and ratings. I wish I could review the mattress but cant, because four weeks after ordering and paying for it, I still dont have the shipment that was supposed to ship five days from purchase. I ordered a mattress, foundation, and White ***** delivery and setup on 11/26/2021 for a total of $2895.11 (A511929). On 11/30/2021 I received an email from Avocado stating that the order was on the way. After no updates on the website of the shipping company (***) I contacted Avocado and was told the order was loaded on a truck 12.03.2021 and would leave from *** to MCI that evening or the following morning. On 12.07.2021, with no updates on the *** website, I contacted a customer service representative at **********************. We have maintained frequent contact since then. Kenz has been very pleasant but really has not been able to provide any information to me, as all of the information provided to her by *** is untrue. I received an email from Avocado on 12.13.2021 stating my ******************* had been downgraded to curbside due to local and federal regulations. Seriously? This is absolute rubbish, no such regulations exist. These are internal policies which Avocado should admit to. Several communications with *** and Avocado later, my shipment finally left *** on 12/14/2021, two full weeks after it was on its way. On 12/17/2021, the *** website finally updates that the order made it to MCI and was in the possession of a company called Jet, which would deliver the shipment. Several phone calls to Jet later, they only have one of two items in the order. Multiple phone calls and emails to Avocado, ***, and Jet later, Avocado still think that both the mattress and foundation have arrived and Jest assures me that they have a foundation and no mattress. Still waiting for confirmation of anything from anyone.Avocado makes promises regarding delivery. They dont keep them.

  

  Business response

  01/04/2022

  Hi Christopher 

  
  Thank you for your submission to The Better Business Bureau.
  
  We would like to start off by apologizing for your shipping experience. Unfortunately, the current spike in Covid-19 is ravaging all aspects of the shipping industry. We have reviewed your order details and we were able to see that you are currently being assisted by one of our customer experience associates. Our customer experience team member has communicated with you that as of today 01/04/2022 your order is in our shipping partner AGS possession. Once the shipment arrives locally they will contact you in order to schedule the delivery appointment. Our team is closely monitoring the tracking. You can expect the associate you have been in communication with to follow up with you this week to check in.  

  
  We are committed to working on this issue until your shipment is delivered and you are enjoying a wonderful night's rest. 
  Thank you for your willingness to work with our team, and for allowing us the opportunity to make things right. 

  
  You can follow this link to view your tracking details: https://tracking.agsystems.com/?hawb=2249040
  
  All the best,
  

  
  

  Customer response

  01/14/2022

  
  Complaint: 16387476
  
  I am rejecting this response because: I have now received my mattress, after a ridiculous amount of headache.  That issue is settled.  Deceptive sales tactics, lying to people, incompetence, and other issues have not been addressed or acknowledged.  
  
  
  
  Regards,
  
  *************************************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered their molded pillow on Dec 1 (order number: #A518895) and the purchase receipt said production time is 5-7 days. I contacted their customer service on Dec 6 and was told "All Molded Pillows are shipping at about 2 weeks from order date at the earliest". So basically, they gave false information about the production time in the purchase receipt and still strings you along ("at the earliest" can be 2 weeks, 5 weeks, 2 months...). When I emailed them to cancel my order I have not received a reply. The person I talked to via Chat (no phone service) took forever to respond (even after seeing my message according to the chat software, and it makes you stay on their page waiting for their reply like an idiot to make the process esp. time consuming and painful) and gave excuses like port congestion. Well, they should have been upfront/transparent about the port congestion (it's been going on for a long while) ON THEIR WEBSITE so customers can see the delay BEFORE BUYING, and they should not have said 5-7 days in the receipt AFTER the purchase. On both occasions they LIED. I should have checked BBB complaints before buying, because clearly that's their usual tactic (overpromise, underdeliver, gives false and vague information to string you along, and ignore requests). I don't want to wait for the pillow with an indefinite shipping date. I don't want to deal with their non-existing "customer service". I just want to cancel this order and have my money back.

  

  Business response

  12/15/2021

  Hi Qi
  We are very appreciative that you selected us to be a part of your sleep journey. First, we would like offer our sincerest apology for your experience that resulted in the cancellation of your order. Our team is working diligently to respond to each inquiry in the order it is received. To improve our response time and support options, we have also launched our new inbound phone line. We value our customers feedback, and we will continue to implement the proper changes to elevate the experience. 
  
  As of 2021-12-09, we can confirm a full refund of $79.00 was returned to you from Avocado Mattress LLC. 
  

  Thank you for your willingness to give our product a try. We wish you the best of luck on your journey to finding the perfect pillow.  
  

  All the best,  
  

  
  

  Customer response

  12/15/2021

  [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.
  
  Regards,
  
  *********

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered mattress and foundation on 10/20. They said it shipped. Of course, that was a lie. It's now 11/19 and I am still waiting for the delivery. Their customer service is terrible. They do not care. Now they say that a new order was placed. Why should I believe them? Get me my mattress,

  

  Business response

  11/30/2021

  Hi ******, 

  
  Thank you for reaching out. We took the time to investigate this issue further. After reviewing your order, I can confirm that a partial refund of $286.32 was returned back to your original method of payment. In addition, a replacement order was created for the items in question. For your records, here is the new tracking number *******. We appreciate your continued patience and willingness to partner with our customer experience team to make things right. 

  All the best, 
  

  
  

• Initial Complaint

  09/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told I had a free trial period but when I log in to initiate the return it says I am not eleigible. my order number is A408740. I have sent several messges and no one will respond or answer my phone calls.

  

  Business response

  09/14/2021

  Hi Linda 
  Thank you for reaching out. After further review, it appears that our Returns Team is currently in communication with you regarding this matter. We ask that you continue to work with our Returns Team to ensure that your issue is resolved. 
  We appreciate your willingness to collaborate with our team, and we thank you for allowing us the opportunity to address your concerns. 
  All the best,  
  
  

*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. ↩