Complaints

This profile includes complaints for Avocado Mattress, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Avocado Mattress, LLC has 4 locations, listed below.

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  Avocado Mattress, LLC

  12 Hudson Pl Hoboken, NJ 07030-6757

  
• 

  Avocado Green Mattress

  601 Burning Tree Rd Fullerton, CA 92833

• 

  Avocado Green Mattress

  1120 Montana Ave Santa Monica, CA 90403-1610

• 

  Avocado Green Mattress

  7646 Girard Ave La Jolla, CA 92037

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Avocado Mattress, Order No. A603759 on 4-27-22 a king size base with 2 extra long twin mattresses. To date I have never received any of it. Multiple texts telling me they were looking into it with no results. The amount I paid is $7,485.72. I wanted an organic bed and had read some good reviews. Oh how I wish I would have checked the BBB site first. 95 complaints in 3 years does not inspire confidence. I have asked to speak to a supervisor or manager but that has not happened. The tracking number they gave me on 5-2-22 was ******* with ***************** Systems. The info on the page never changed and tells me nothing. Every time I ask they say they are waiting for answers. This has gone on for weeks. On this past Saturday I received a text from ******** saying Unfortunately, I regret to inform you that the base was never picked up and not shipped out due to the fact that we are out of these bases. She said nothing about the two mattresses. I am not going to reply because its like banging my head against a brick wall. I really hope you can help. I will send copies of the texts if you would like.

  

  Business Response

  Date: 06/24/2022

  Hi *****
  
  
  We would like to start off by apologizing for your reported experience. We value our relationship with our customers, therefore we will utilize this feedback to evolve our shipping experience in order to enhance the relationship with our customers.
  
  
  In regards to your desired settlement of a refund, we can confirm that a full refund of $7,485.72 was returned to you from Avocado Mattress LLC. as of June 16,2022. 
  
  
  We appreciate your willingness to give our product a try. We wish you the best of luck on your journey of finding the perfect mattress.  
  
  
  All the best,  
  
  

  Customer Answer

  Date: 06/24/2022

  [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

  Date:05/26/2022

  Type:Delivery 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.

  Order A620418. Having an issue contacting the company to cancel my order.Please cancel it.Thank you for your time.

  

  Business Response

  Date: 06/04/2022

  Hi T ******

  We understand that life happens and cancellations are requested for several reasons. As of 2022-05-27, we can confirm a full refund of $4,769.05 was returned to you from Avocado Mattress LLC. 

  The Acquirer Reference Number (***) is as follows: ***********************. Please provide the *** to

  your bank if they are having issues with locating the refund. 

  
  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 mattress.  
  
  All the best,  

  Customer Answer

  Date: 06/06/2022

  [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,
  
  T ******

• Initial Complaint

  Date:05/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mattress's smell was overpowering for the first three weeks. So much so that my whole apartment smelled of it. (I have a one bedroom in Manhattan.) I assumed, based on the reviews, that I had an outlier. Instead, apparently this happens, and they won't declare it defective for thirty days. Or exchange it. Funnily enough, there's almost nothing about this online. And based on my conversations with customer support, I'm not the only one who had this problem. I asked several of my friends to smell it, to make sure I wasn't crazy, and they all did. I wound up having to change my sheets every night. And doing laundry every other night. Which wound up ruining my comforter. Which is not exactly environmentally friendly. And I still couldn't sleep very well. Also, I had to keep my windows open all day. Even when it was cold, or raining. Or noisy.They did suggest putting baking soda on top of it, leaving it for a few hours, and then vacuuming it. It helped. But it clogged my vacuum, and now I need to buy a new one. They were right. At the 30 day ****, the smell has dissipated a bit. So I can imagine that if I was willing to live like this for a couple months, at some point the smell would be gone. I'm having mine replaced anyway. Because I'm hoping that based on the reviews, the new mattress will better. But I'm furious. And people need to know this is an issue. A month of absolute misery and no sleep is not OK. For the record, I've had two new synthetic memory foam mattresses before, and never had a problem sleeping.

  

  Business Response

  Date: 06/04/2022

  
  
  
  
  
  
  
  Hi ******
  
  
  Thank you for your submission to The Better Business Bureau.
  
  
  We would like to start off by apologizing for your experience with the scent of the mattress. After further review, I can confirm our customer support team is working with you to resolve this issue.
  
  
  We appreciate you taking the time to apply all of our recommendations. We understand that this issue was not resolved using the steps we recommended. 
  
  However, we shipped a replacement mattress that we can confirm was delivered to your home on 06/02/2022. 
  
  
  We appreciate your willingness to work with our team, and we thank you for allowing us the opportunity to make things right. 
  
  
  All the best,  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/11/2022

  
  Complaint: 17254405
  
  I am rejecting this response because:
  
  Consumer service finally replaced the mattress with one that doesn't smell.  After the trial period was over, so they had no choice. They were legally obligated by the guarantee. It took them a month accept that the mattress was defective.  In the meantime, my entire apartment stunk.  Literally.  And I got barely any sleep.  I fell asleep in client meetings.  And I was too tired to look at other mattresses.  All of which would have taken too to long arrive.  Especially since your customer service kept telling me the smell would stop soon.  

  I did not get any compensation for the vacuum cleaner that I broke on your customer service's advice.  Or the comforter that I tore by having to wash it every other night.  Or the pain and suffering I went through for over a month.  A week to air out the mattress is reasonable.  30 days is not.  The very least that needs to happen is that people need to be warned that this can happen with your product.  

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

• Initial Complaint

  Date:05/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a split king ********************** 4/21 that came with 2 free pillows. I received half of the split king the next Tuesday and then the pillows Friday. I got a message saying everything was delivered (including the second half of the split king **********************). I reached out to tell them I didnt receive it and after waiting for a response for days they said they would ship the ********************** as soon as they can and would expedite it for me as of 5/10. Well here we are 4+ weeks after the order and I still havent been able to set up this bed because I havent received the second Twin XL **********************. Very disappointed in avocado and wanting this ********************** asap.

  

  Business Response

  Date: 05/30/2022

  Hi *****

  Thank you for your submission to The Better Business Bureau. First, we would like to offer our sincerest apology for your reported experience. After further review, we can confirm that the item is in ***** possession and is scheduled to be delivered on 05-31-2022. (***** Tracking: https://www.fedex.com/fedextrack/?trknbr=273637552944&trkqual=12023~273637552944~FDEG). 
  

  If you have any additional questions or concerns, please do not hesitate to reach out to our team.  
  

  Thanks for allowing us the opportunity to make things right. 
  

  All the best,