Avocado Mattress
reviews and complaints

I have had the worst customer service experience of my life with Avocado Mattress. I placed an order for a new mattress on October 14th after my home burnt down in the Glass Fire. Today is January 9 and I still have NO MATTRESS. After MANY attempts at trying to resolve the delays and shipping issues with Avocado and their courier, AGS, I continue to be strung along with each company blaming each other for mishandling the shipment and now finally being told that it is lost. LOST. I have asked Avocado to please call me so I can speak with a live person on 5 separate occasions and my requests are ignored. Horrible horrible experience!

I am completely satisfied with my *** pillows, mattress, box springs, and the customer service I received throughout the process. I never realized how bad I needed a new *** King mattress until I slept my first night on an ***. The pillows are absolutely amazing! I take the *** pillow with me as I travel through the week. I highly recommend this company and their products. The *** customer service kept me informed of the delivery and confirmed with me on several occasions that I was happy with the products and the delivery. I will continue to do business with this company as they bring new products to market.

We absolutely love our Avocado pillows! They feel very well made with care, and the quality feels higher than other pillows that we have previously owned. My husband constantly compliments his Molded Latex Pillow, and says that it is the best pillow that he has ever had. Not only is it comfortable, it is very supportive, and he has not had any neck pain since using it! The Green Pillow is wonderful as well, and the ability to adjust the fill is so helpful! The materials feel soft to the touch and luxurious. I received shipping information for each pillow when they shipped along with delivery notification emails. These products are very well made and are beautiful. I am very happy to own these products!

I think this company may be a scam and I am calling a few of the California Consumer Protection entities. We gave Avocado several thousand dollars in mid-September. Initially they said it would be 2-4 weeks for delivery. When our order confirmation arrived it said 4-6. I emailed and asked them whats going on since we are now at 8 week. I got a generic reply that they were busy and it would take AT LEAST 5 business days to respond. Another email, seemingly unrelated to my personal inquiry arrived stating that it could be another 4-6 weeks before delivery. I think they may now be thinking of continuing to collect orders and money with no intention of delivering the mattresses...either ever or in the near future. That is fraud.

I recently got married and did extensive research into non-toxic king-sized bedframes (decided to buy the mattress from Awara, because it was a bit cheaper than Avocado, but we really wanted a wooden bed frame). I've read a lot of mixed reviews about Avocado Mattress and especially worried about customer service, because there were a few reviews saying that customer service after purchase was terrible. I took the chance, and love the frame. It actually arrived with one leg piece and one slat piece damaged, but *** a customer service representative, got the extra pieces shipped for me. It took a while (about 2 months) to get the new parts, but *** continued to email me and keep me updated about the manufacturing and shipping process.

Placed an order on 12/24. On January 10th, I messaged them for an update. They said they don't have my item in stock and will "probably" ship around 1/25. I said they should have listed the item as "sold out" or "pre order" because it's unethical to indefinitely hold consumers' money when the item isn't available. On 1/26 I received an email that the item will start shipping "probably" around February 5th. They should be investigated for fraud. Imagine how many people placed an order when the item was ran as a sale item, with no stock. They could've easily invested that money short-term while consumers were waiting for their order so whether the item gets canceled or not, they profit from holding the money. Scam all the way.

This company has TERRIBLE TERRIBLE customer service. If you need to make a return they do not make it easy at all. How am I supposed to return a vacuum sealed mattress in the box it came in? Haven't found a tutorial for that one on YouTube yet. I ordered a plush topper and there is nothing plush about it. It's about as comfortable as a yoga mat on concrete. This company seems to not care if you purchase from them or not. They do not communicate well and they are not helpful in solving issues. I too would give a negative star if I could. I wish I had looked here before making my purchase. Just as others mention in previous reviews, they took over 6 weeks to deliver my purchase with out so much as word to my many email inquires as to the status of my purchase. BUYER BEWARE

If we could we would give it zero stars. This has been by far the worst customer service experience. First, we did not receive any kind of updates on our order. Then when we received the order, we were missing pieces and the pieces did not fit and were damaged. We searched for a number to contact them and could not find one as they can only be contacted via an online chat in which they say they will usually reply under an hour. We waited over a day to receive a response. The associate asked us to send pictures of the defect then after that, we did not hear back from him. So we had to start multiple online chats, send emails but no response. Then 2 days later, we get a message saying that the associate had days off. Why couldnt he tell us that before going silent? Also, why wouldnt the associate pass along the issue to another associate to get the problem fixed if they were going to be off? The communication is awful and the product is not great. I would never recommend this business to anyone. As of writing this review, we still dont have a resolution. I highly recommend staying away from this company.

If you are thinking about trying out an Avocado mattress I would say do it. I understood ordering a mattress in the middle of a pandemic would be a challenge and when I saw the Avocado mattress, the quality, and the fulfillment time I was like why not?! It seemed like a great product from what I knew about the company. While waiting for the mattress the fulfillment time did extend out past the initially quoted fulfillment which left me with some questions. However, I stayed patient a little while longer and it shipped. I received an email with tracking information for both the mattress and the pillows and had a great in-home and set-up experience with the delivery crew. They were nice and worked pretty quickly. I have a pillowtop *** with two of the green pillows and I can not imagine sleeping on any other mattress. I would love to sleep in hotels because I thought the beds were comfortable but that was until I got my Avocado mattress. I am excited to go to sleep at night instead of feeling pain in my back and shoulders like I use to on my previous mattress. What can I say I love the mattress and the pillows! I would ***% recommend them to anyone!

Ordered 9/1 and paid up front. Original shipping estimate was 3 to 4 weeks from 9/1. A bit annoying that wasn't stated up prior to placing order as I may have chosen differently. When I received no updates, I contacted them via online chat. The first time I was told my original estimate was still valid. The second time I was told that my shipping timeline had been pushed up to 10/13 "at the latest." Tried to contact them today to get an update (since I still haven't received confirmation of shipping) and found that they have shut off their online chat. They also aren't answering the phone (which I had to get from my credit card company). If you send a request via the "contact us" form, you get an auto-reply that it will take them 4 to 5 days to respond. I'm waiting until 10/14 and then will likely formally dispute the charge via my credit card company as well as file an official Complaintsboard.com compliant. I understand that COVID has caused many delays -- and I'm willing to wait longer -- but that shouldn't affect their communications about the situation. Keeping people updated (i.e., better customer service) would go a long way to avoiding this sort of consumer ill will. Very disappointing.

Terrible Service.I purchased a mattress from Avocado and it was to be delivered to my apartment. They use *** which indicated that my address was not a valid address (according to the driver's notes). After several communications with both Avocado and ***, who both acknowledged that my address was correct, I was told it would be delivered on the following Monday as I *** be gone most of the weekend. The package was to be signed for by myself - due to the cost and the fact that I live on the 2nd floor that only has stairs. *** delivered it on Saturday when I was not at home and left the 115 pound package at the mailbox which is on the ground floor. I had to drag / push the package up three flights of stairs. The driver would have had a dolly and could delivered it to my door. Also, Avocado, in an attempt to improve customer service, promised to ship me a pillow free of charge. I thought that was a kind gesture. However it is been almost two weeks - and no delivery. Same excuse... invalid address. I was pleased with the quality of the mattress, and was going to purchase one of their beds. Not any longer. Their delivery and customer services (on-line via chat and emails) are of very poor quality. I do NOT recommend purchasing products from them.

We bought a King with "White Glove Service". Mattress took 9 weeks to ship, but frame arrived in 3 weeks. So what were we supposed to do with an 8 foot long heavy box on our front porch? No white glove there. We dragged it into the living room and there it sat, blocking traffic for another 5 weeks. When the mattress itself arrived on a Friday, the installers had no tools and claimed that installing the frame wasn't their job. We gave them a drill and a box cutter. When they finally agreed to open the frame box, there were no slats for the frame! There is no phone number to call to talk to them, just a chat "service". The people who work the chat have no authority to solve problems like this, just report them. I insisted on talking to the CEO, and the chat person sent them a message. I got a call back the next day from a low level manager who couldn't assure me of anything because "the warehouse isn't open on the weekend". My wife and I have now been sleeping on the couch and a child's bed. The slats finally arrived today, (left on the porch again, no warning), but no service to put the frame together! Terrible customer service, and they really don't want to hear any feedback about how they could improve. If this #1 rated mattress doesn't work out, you can bet that I am going to be doubly angry.

We ordered a mattress in-store 6 weeks ago. Initially, we wanted the green mattress, but we mentioned that we are short on time, and the sales rep suggested taking the Vegan mattress because it delivers within 2 weeks. That was 6 weeks ago. I should have suspected that in the confirmation mail, they specify supply time 3-4 weeks. Once we noticed that we wrote them, but they didn't reply. After that, we got a hold of a customer service representative via online chat after waiting for over an hour. Every time we called, they say the current supply time is delayed due to supply chain issues. The absurd is that we talked with them yesterday - they said delivery would be next week for sure (which will be 6 weeks...), but that sounded like they are trying to get us of the chat, so we tried again today, and they added 2 more weeks (8+ weeks). I think they are in serious problems there. No one takes responsibility, and there is no one to talk to. The best answer they give us is if we'd like a refund. We waited so long, and it's tough to start this all over, but it seems like the only reasonable thing to do. I want to let people know AVOCADO GREEN ARE DISHONEST. Saying lies such as "we'll follow you up on your shipping date" and "it'll ship this weekend, guaranteed" (they actually said this one about 4 times now) like robots, not considering the outcomes. Please Beware!

They charge your card and do not ship the product.NOVEMBER 18 Purchased two pillows online. No warning of shipping delays mentioned anywhere. Order # A318148 NOVEMBER 26 - 28 7 requests for status update. Finally a message back after the 7th request. Stated that it will ship week of December 7th DECEMBER 10 Reached out to a customer service agent who said it will now ship the week of December 14.DECEMBER 14 Reached out to customer service agent for an update. *** J is now stating it will ship next year in 2021...I could have purchased much better pillows for less during black friday and I didn't because I assumed this company would deliver the product since it already charged my credit card. A refund of the sale price would not solve the problem because now I'd have to pay full price. Deliver the product or refund me the full sale price with no discount.

On 9/5, I ordered a twin bed frame and twin mattress (Order #A467978). The bed frame was delivered in October. I contacted the company on 10/20 asking when the mattress would ship. The company did not provide any information until 10/27, when their agent sent me a message which said "I have not heard back from our delivery partner yet, so I will get with leadership to see if I can get help with that. We will issue a replacement for you soon depending on what we might hear from them. Speak soon!" A week later I have not heard anything. The twin bed is meant to replace a full bed in my daughter's bedroom, and since I do not have the mattress yet, the new frame is sitting in my living room where it is 100% in the way every single day. I need to know when the mattress will arrive so I can maybe move the frame to a friend's garage if it is going to be very long.

Order #*** Ordered mattress on 10/16 with a confirmed 5-6 week timeframe for shipping and delivery. Mattress was shipped in January and lost. Order #*** Purchase Date: 10/16 Model: AVOCADO GREEN MATTRESS *** Payment Method: Affirm When ordering the mattress on 10/16 the website and email confirmation outlined a 5-6 week timeframe. After the appropriate time passed, Avocado notified that the timeframe had changed to 7-9 weeks. I was told by Avocado Support via email that the mattress would be shipped by 12/23.When the order had not been shipped, I reached out and was told it would be shipped "soon". Avocado allegedly shipped the mattress with a delivered date of 1/8. We did not receive this mattress.I immediately reached out to Support who said I'd be granted a refund in 72 hours. It has now been over a week, and Support has not granted or started the refund process.

On Thu, Jul 15, I placed an order (A436540) for a mattress that was advertised to contain "100% GOTS organic certified cotton," "100% GOLS Organic Certified Latex," and "100% GOTS Organic Certified Wool". Later, I read that what was advertised on the main sales webpage was incorrect because the mattress actually contained 3% spandex.On July 16, 17, and 18, I told them to cancel my order. Three seperate agents told me that there was "no spandex whatsoever" in their mattresses. Later, agents admitted there was spandex but that the "spandex are less than 3% so we do not count it in." They did not cancel my order. They shipped the order anyway on July 19. I have been waiting 2 weeks to get my money back ($2599 before taxes). In my opinion, they intentionally sent the cancelled order so that they could keep my money for longer. It is my opinion that this business defrauded me of my money by falsely advertising their products and refusing to cancel an order at my request.

5 weeks ago I ordered a mattress from this company. Week later said mattress at *** airport and ready to be shipped. We in *** so we are not far. After many emails texts calls to try to find out Status of order they kept saying it's coming with no definitive answer then said the issue is boxspring. They couldn't find it in wearhouse this company is too "cool" not to have a phone number and any email correspondence is a joke. Last contact they said we will send u few pillows free. Who cares we have no mattress no boxspring and have no idea when it will ever come. It's a $3000 dollar item. This company is a joke. I will be exploring all ways to get my money back. *** is a joke this is not how a business should be run communication is nonexistent between buyer and the company. Buyer beware. They are now ignoring all calls all emails last few days. The item is paid weeks ago they are clueless Buyer beware this company should be shut down! *** and *** Phoenix

Mattress had a hump, north/south in the middle and concave at chest level on both side of hump. Order # is *** Bought and paid in full for queen size pillow top cotton mattress on [protected] and received the mattress 5 days later. Not the two 2-3 weeks as stated. Followed the product instruction for setting mattress up and waited 72 hours before making up bed and also rotating bed very 30 days.I also rotate which side of the bed I sleep on. The hump and concave defect occurred within 3 weeks. I e-mail the company and received a call from *** and was told to take photos of mattress, then send them to e-mail site provided (took 2-3 days to receive e-mail) which I attempted to do. Avocado green said they did not receive photo. On [protected] I spoke to *** again by phone *** and still no results. I have chatted on their web site with other staff also. My order # is ***.I now sleep in the spare bed room because the bed is so bad. This is the worse mattress I have ever bought or slept on. I hope you will be able to help me and I can get a full refund. Thank you

I ordered a king size mattress from Avocado October 26 & was 'told' at the time of order it would ship within 8 - 9 business days. My order confirmation email stated a much longer timeframe of 6 - 8 weeks. I have contacted the company several times via their online "Contact Us" form. The only reply I received was after 5 - 6 days and it said we have not forgotten about you and that they would reply to my "Contact Us" form soon. After waiting a week from that email, still no word. Avocado will not respond. I cannot wait months for a mattress. I currently do not have a mattress as I made the purchase with Avocado after buying a new home. Now I see they are having a "Black Friday Sale". How and why are they promoting more sales when they cannot fill the orders for customers who have been waiting (like me) for a month and in many cases, based on reviews on their website, customers are waiting months? This is unacceptable. Charging me up-front for a mattress that will take months to ship is wrong. Now I am stuck, unable to buy a different mattress from a company that can provide it within a week because Avocado refuses to reply to provide me with any update. I would never recommend this Company because their customer service is one of the worst experiences I have ever had.

Briefly, I'm on my fourth return/replacement for defective product. My problems began with my first order in January which I received in January. The first bed was a soggy mess of poorly QC'd materials. I requested a replacement in March and received a product that never fully expanded in the center. I requested another replacement and the newest bed (shipped out in April) had been rolled in a package since March - upon opening the bed it was horribly firm in the middle, and soggy at the ends. I gave up and cancelled the order and requested full refund. After a month of forth and back, they agreed, and removed their product. After seeing the Consumer Reports listing for their mattress as #1 rated, we decided to try again in September. After ordering, and waiting more than a month for the product to ship, the newest product also is failing to expand, and already has a permanent crease in the middle. I requested a removal and replacement and was told that there is only one sleep trial per/customer per household. When I argued that this is a defective product, not aesthetics, I was told that the depression (without ever seeing a measurement) wasn't deep enough to be considered a "defect". These products are awful, their CS is even worse, and their empathic response time is perhaps the worst I have ever encountered.

Continued delays to delivery time while holding payment and not offering a shipping date Purchased a new mattress on September 13 with a delivery time of up to 5 weeks. Contacted at 5 week *** and was told would ship by week of October 21. That came and went without any communication. I have them another week and reached out again and was told no delivery date can be provided (despite earlier promise). No consideration was offered for the delay, and they have been holding my payment since September 13 and now there is no clear date to provide the mattress. They are either poorly managed or deceptive in providing shipping dates. They said up to 10 weeks now despite up to 5 as initially communicated. In addition, the October 21 date was provided one week before that date, which means they should have known if they were not able to produce in that timing based on standard production planning. This is unacceptable - would have never ordered with a 10 week estimate and this seems to be a business practice to make sure orders are placed. I understand Covid supply chain issues, but we were six months into covid when order was placed so these should have been built into planning. Classic case of over promising and under (or never) delivering as I assume they know showing a 10 week or more lead time will push many customers to alternatives.

In November , 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. 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?

My wife passed away last year after a 6 year battle with ALS, and I held off on purchasing a new mattress because our old mattress reminded me of her. Nevertheless, after one year, I finally got the courage to replace our old mattress and decided to buy an Avocado mattress for $1,799. Not inexpensive by any standards, but I need to sleep better. I purchased the mattress on September 19 and I was very much looking forward to getting my Avocado mattress, but as I write this today on January 15 (5 months after I paid for my Avocado mattress), I still have not received my mattress, even though they have had my money for 5 months. On January 11, I contacted Avocado customer service via text (they do not publish a phone number to reach them) and a person named Madeleine said she would send a note to their warehouse to find out the status and get back to me right away. 5 days later, I still have not heard back at all. Everyone blames everything on COVID, and Avocado Mattress is no exception with their excuses. But 5 months of having my money and not delivering a product is unacceptable. No communication during the 5 months of waiting, and not getting back to me after I contacted customer service is also unacceptable. The company is a scam and now I have to reach out to the Complaintsboard.com for help. Please investigate Avocado mattress and help me resolve my issue with them. I can provide a purchase receipt with dates and also provide a transcript of when I contacted customer service.