ComplaintsforAvocado Mattress, LLC

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Avocado Green Mattress has an intentionally confusing return policy, designed to trick customers. Almost all of the products have a return window which is after 30 days but before a year. (They make you keep the product for 30 days before you can return). A year sleep trial is also advertised. However, there is fine print about the policy, where certain items have a 100 day trial. I want to return a topper which I never used because it was rejected by my houseguest. I received this communication from them:When you placed your order we offered three different latex toppers, the organic latex toppers & the luxury organic latex toppers that had a 1-year trial and matched their respective line of mattresses. The other toppers are the eco version has a 100-night trial.

  

  Business response

  11/11/2024

  Hello ****,
  
  Thank you for reaching out and allowing us to further clarify our Return Policy at Avocado which was initially explained by Replacements/Warranty Team Representatives in early October of 2024.
  
  The reason we have a 30 day minimum trial period before mattresses and toppers can be returned is that it takes time to adjust to a new mattress or topper. For some, they enjoy their new sleep experience after the first night. For others, it takes a little longer. Depending on the type and condition of mattress or topper a person is transitioning from, ones body might need time to adjust to a new type of firmness. Experiencing proper posture and back support may cause some discomfort at first. This might take a month or more. But in the end we find most customers appreciate this approach.
  
  Our policy is also in place to uphold our sustainability mission and to minimize our impact on the environment as we try to avoid unnecessary returns. 
  
  With regards to the duration of sleep trials, we do have two different trial periods for our mattresses and toppers: our Eco line of toppers and mattresses have a 100 night trial period.  Our organic latex toppers & the luxury organic latex toppers we offered at the time of your purchase had a 1-year trial and matched their respective line of mattresses trial period. These toppers were approximately double the cost of your Eco topper as they had different features like luxury covers that match the line of mattresses they were designed for.
  
  We try to be as transparent as possible with regards to our policies. We have the following required acknowledgement at the beginning of our checkout process which must be completed prior to advancing to continuing with order and making payment: I have read and agree to the terms of the Return & Trial Policy and Cancellation Policy.
  
  We second the apology of our representative for the inconvenience this has caused and we thank you for the feedback you provided. If there was any additional assistance needed, feel free to contact us as our representative offered in the email and we will be glad to be of assistance.
  
  All the best, 
  
  Avocado Green Brands
  
  

  Customer response

  11/11/2024

  
  Complaint: 22526323
  
  I am rejecting this response because:
  
  I find the response to be disingenuous. Im sure my doctor would not agree that an individual should sleep in on uncomfortable surface for 30 days. Leaving things in the fine print is intentionally misleading. 

  

  Business response

  11/13/2024

  Hello ****,
  
  Thank you for reaching back out. 
  
  Please know by no means are we asking anyone to use our products to a point where their health would be jeopardized in any manner. It is not uncommon for some products, not just ours nor not just for sleep experience, to have break-in or adjustment periods for both the product and the user to acclimate to one another. 
  Respectfully, this issue is by no means left in the fine print. In the Terms and Conditions of which you indicated you read and agreed in order to make your purchase, we clearly state experiencing proper posture and back support may cause a few aches and pains along the way in our first term which outlines why we require a 30-Day Minimum Trial Period. We try our best to make this known upfront for customers. We also provide this information for potential and new customers under our websites Support portal in an article titled What Success Tips Can You Share For My Sleep Trial?.
  
  We hope this provides some added clarity. Again, if there is any additional assistance needed, feel free to contact us as our representative offered via email and we will be glad to help.
  
  All the best, 
  
  Avocado Green Brands
  
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a simple toddler pillow and pillowcase on 10/14 . We received the pillow (but not the case) but due to size difficult to find another safe fitting case. ***** shows nothing received no tracking so emailed several times. Seemed easy enough to send another which at one point they said they would do but didn't. Lot of "I'll check" "production didnt respond" etc. Again easy enough to send another. The following week they didn't respond at all and after that responded and stated they would refund then emailed again to say they can't as I had disputed with Pay Pal. Although this is a small item and small amount of money although $70+ for a baby pillow isn't cheap. There is absolutely no excuse for not simply sending out another its been 19 days and the time and effort over 2 weeks of emails when there was a simple solution. We will be looking for mattresses soon. I know where we won't be looking. The customer service at ******* is what you would expect from a very low price point bad quality shop. ****** learned. Just need it refunded. I should have read some of these first looks like a common problem.

  

  Business response

  11/04/2024

  Hello *****,
  
  Thank you for reaching out and sharing your concerns regarding your order for your Organic Mini + Toddler Pillowcase. We sincerely apologize for the inconvenience our shipping error has caused.
  
  When we are advised of a shipment not going as planned, we do our best to research the situation in a timely manner by engaging production and shipping departments. We are sorry this process took longer than expected.
  
  We did encounter a delay in processing your refund as you had placed a dispute with ****** over the transaction. While the dispute process can take several weeks to get resolved, we were able to confirm that your refund through ****** was processed on November 4th, 2024.
  
  If you have any follow-up questions regarding your order, we suggest responding to our email confirming the refund status and we will be happy to assist. 
  
  All the best, 
  
  Avocado Green Brands
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two men who delivered the new mattress, that took pictures where to send them to avocado for return. There appears to be something unethical going on here. The two men who delivered the mattress & were to remove the original one say to me we are going to throw this in the dumpster do you know anyone who needs it, but you can't tell anyone we'll get in trouble. I said I'll call a friend of mine & see if her wants it. As I'm calling they took the packaging down from the second floor. When I got ahold of my friend he said he just got a new queen size (mine is a king). I went downstairs to tell them to take it the door is wide open & there truck is gone (a couple of minutes). So the mattress is right where they left it. Avocado won't accept my pictures, never explains where there pictures are & said that company doesn't do removal even though my **** said l paid for it. I never told Avocado the mattress was still here, bad on my part because I didn't wan't to get these guys in trouble, but it just doesn't add up. I just want the mattress gone & my refund. What would have happened if I gave this away as they told me to do? Why didn't they send in the pictures? Why does Avocado say that this company doesn't do *********** paid for it? Why did these guys tell me they were going to throw it in dumpster? Nothing adds up.

  

  Business response

  10/31/2024

  Hello *****,
  
  Thank you for reaching out to us about the status of your refund. 
  
  With regards to the delivery of your newest mattress on May 22nd, 2024, we apologize for those delivery agents actions as they were not supposed to handle removal of the original mattress, only delivery of the new one. On May 7th, we sent an email advising that the delivery agent would not be able to remove the old mattress at time of delivery and offered the services of another company to handle the removal. We sent a follow up email on May 21st offering the same. The delivery agents probably realized they were not to handle the removal and left your premises without it. Since they did not remove the old mattress, there were no photos they could provide to us showing  proof of removal.
  
  On July 14, 2024 you emailed us regarding the status of refund for your mattress. You clearly advised us in that email the delivery team took away the mattress and took photos. This contradicts your inquiry here as you are still in possession of the original mattress. You further requested us to contact the delivery agents for photos of proof of removal. This started a back and forth conversation regarding the photos and the matter was escalated to one of our senior agents. On July 17th when we asked again for photos of the mattress being removed from your premises you provided us with pictures of the mattress on your bed frame inside your residence. On July 18th we clarified we needed photos of the mattress being picked up from your residence at time of delivery of new one. 
  
  We next heard back from you on September 2nd, advising you still had not received your refund. We replied that we were still in need of the removal photos from the drop-off of the new mattress in which you emailed us the delivery team took away the mattress. 
  
  You again reached back out to us on October 4th, asking for update on refund. Our senior agent again advised of the need of the aforementioned photos. Another back and forth began regarding the mattress removal which never took place as you mentioned in your complaint here. We shared screenshots of the emails sent to you previously that advised our delivery agent would not be removing the original mattress at time of delivery. No reply or additional contact was made after that. 
  
  We are still willing to work with you regarding the return of the original mattress and subsequent refund. One of representatives will be reaching out to you by email. Please be sure to check your spam or promotional folders if you do not see an email in your primary inbox by end of day on October 31, 2024.
  
  Best regards,
  
  Avocado Green Brands
  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a notice that the mattress pad covers were a fire hazard. I go ahold of the *** they stated they called but I never received a message!? I tried more than several times to have them call me back again. This never happened. I filled out an application then it asked to provide the skew!? I had cut off perhaps? But had a small tag stating made in LA!? They said Ok but could not go further on the application for a replacement cover for mattress.

  

  Business response

  10/28/2024

  Hello *******,
  
  Thank you for reaching out to Avocado and we are sorry for any confusion regarding the recall of one of our products purchased before mid-March, 2024. 
  
  Please know that we did receive both voicemails, one in late August and one at the beginning of October. Both voice messages were responded to by email. The email sent in October provided instructions on how to proceed with recall, which does not have a deadline for submitting a request for replacement, even though your item is missing a law tag. 
  
  We ask that you check your spam or promotional folders as sometimes email do end up there. We will also resend the most recent email to you as a courtesy. 
  
  If you have any follow-up questions regarding the recall we suggest responding to our email and we will be happy to assist. 
  
  All the best, 
  
  Avocado Green Brands
  
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered one pillow on Friday 9/27. Avocado charged my card immediately. The website says orders ship within 3-5 business days. It's Saturday 10/5, and my order still hasn't shipped. I emailed Avocado, and they said "we were closed for inventory on 9/30 and 10/1." Neither of those days was a holiday. These days, most business that advertise that they ship within 3-5 business days actually ship within 1-2. I would've been fine with 5, but this is annoying. Don't advertise 3-5 days if you aren't going to honor it.

  

  Business response

  10/07/2024

  Hello *****,
  
  Thank you for reaching out and sharing your concerns regarding your order of the Molded Latex Pillow (Order #A999564) placed on 9/27/2024. We sincerely apologize for the delay and any inconvenience this has caused. We understand how frustrating it can be when expectations are not met.
  
  While we strive to maintain accurate production and shipping timelines on our website, lead times can occasionally change unexpectedly due to factors such as material availability. We do our best to update our website as promptly as possible to reflect any changes, but in this instance, it appears we fell short.
  
  We apologize for the oversight and are committed to improving our processes to prevent similar issues in the future.
  
  Thank you for your patience and understanding as we work to resolve this matter. We see that you were able to reach out recently by email to a couple of our representatives to discuss this. If you have any further questions or need additional assistance, please do not hesitate to reach out again.
  
  All the best,
  
  Avocado Green Brands
  
  

  Customer response

  10/09/2024

  
  Complaint: 22385073
  
  I am rejecting this response because:
  
  Its Wednesday 10/9, and this order still has not shipped. Its dishonest to take someones money and then not even come close to performing your side of the transaction.

  Im going to see what I can do to warn others online about this companys business practices. I might need to file a dispute with my bank. This experience has been very frustrating.

  

  Business response

  10/11/2024

  Hello *****,
  
  Thank you again for reaching out and again we apologize for the experience you encountered.
  
  With regards to payment being taken at time of order being placed, this is a legal and commonly accepted type of prepayment toward the purchase of goods. This process is explained in our Terms of Service which must be accepted to place an order with us and the Terms also lay out the potential of production delays as products like the pillow you ordered are handmade in our factories.
  
  On October 9th you requested a cancellation by contacting our representative with whom you discussed the status of your order on October 4th. We completely understand your decision to do so and are truly sorry we were unable to fulfill your order. We processed the cancellation on the same day of your request. We appreciate you letting us know that the funds were returned to your account on the same business day.
  
  We again are truly sorry that we fell short of your expectations. Should any further questions arise please do not hesitate to reach out to us once again. 
  
  Sincerely,
  
  Avocado Green Brands
  
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mattress Topper was ordered on August 15th, 2024 and delivered on August 22nd, 2024. Mattress Topper was advertised as plush and luxurious. Topper is actually very thin (thinner than companies represented dimensions) and provides little support. Avocado was contacted about an organized and orderly return of the product and I was informed the product cannot be returned for at least 30 days from delivery. I do not want to use the product and risk damaging and compromising my ability to return it. The product upon inspection was immediately placed back in its packaging and is awaiting shipping information from Avocado and I have disputed the charge with my credit card company.

  

  Business response

  08/29/2024

  Hello *******,

  Thank you for your inquiry regarding your recent purchase of our Alpaca Wool Mattress Toppers. We are sorry to hear that it did not meet your expectations.

  We have reviewed this matter with our Returns team and they will be working with you on the return in a manner that we hope you find agreeable. We kindly ask you to work with them in a timely manner to get this matter resolved as soon as possible.
  
  We truly appreciate you working with us. Thank you for your cooperation and understanding.
  
  Sincerely,

  Avocado Green Brands
  

  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 twin XL mattresses from Avocado. Both are several inches shorter than the 80" advertised (which is standard size for Twin XL). They are sending me through so many hoops - photos then videos and now still not believing that the mattresses are too short. I'm left with two too-short twinXL mattresses that leave a big gap in the bed frame. Given many similar complaints online, I think they are deliberately short changing customers to save money in manufacturing. And making returns close to impossible by requesting pictures and videos and still not delivering replacements to customers who were sold defective goods. I seek either a replacement of the mattresses with the correct measurements or, if they can't deliver an accurately sized mattress, a refund. I'd prefer not to take them to small claims.

  

  Business response

  08/21/2024

  Hello *****,

  We are sorry for the inconvenience you have experienced with Avocado Green Brands. We have reviewed the situation regarding your request for replacement of the two Twin XL mattresses we shipped to you. 
  I see within the last 24 hours you are working with one of our team members and they are working to resolve this for you as soon as possible. Please continue to correspond with us through email while we work together to reach a final resolution.

  Again, we truly apologize for this experience and hope to have this matter settled for you soon.
  
  We appreciate your understanding.

  Sincerely, 
  Avocado Green Brands
  

  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a crib mattress from Avocado in 2022 before my daughter was born. The mattress' inner coil support system has failed leading to indents and lumps throughout the mattress. I filed a warranty claim and submitted photos to the company. They told me that the structure I have their mattress on (a top of the line, widely used wooden crib) is not up to policy. On the site where you purchase the mattress it does not indicate that the crib must meet certain structural requirements nor does it explain in the warranty policy or sleep trial policy why the crib I have is not sufficient. They admitted that the safety and integrity of the mattress is compromised when on a wire metal base, but have not agreed to a replacement. The Company also mentioned that the mattress requires a law tag for the claim to be processed. The mattress I received never had the law tag attached. I have received a faulty mattress. This is a mattress used for infants and toddlers and it is unsafe for my daughter to currently be sleeping on it.

  

  Business response

  08/23/2024

  Hello ******, 
  
  
  We are truly sorry for the inconveniences this has caused. Please know we understand the importance of a safe sleep surface for your little one. Within our help desk articles you can find further information regarding the requirements for your crib mattress. One help desk article is What support does my crib mattress need? followed by, your crib should have a robust support platform to support the crib mattress. The base should be firm and non-yielding. Avoid weak and flimsy support platforms as they are prone to bowing and sagging and are not recommended. 
  
  
  Additionally under our crib mattress warranty page it stats under Your Responsibilities The Mattress Warranty begins at the time the Mattress is purchased by you when the Mattress is used normally for its intended purposes and on a rigid, solid surface or slatted bed base that is structurally capable of supporting the weight of the Mattress and user.
  
  
  We have reviewed your communication as well as the photos provided and can confirm that your crib mattress is not resting on a crib with a platform described above. We understand this may be different than the requirements for most crib mattresses, however all of our mattresses produced including crib mattresses, require a firm non-yielding base. 
  
  
  In regards to the mattresses law tag, all of our mattresses are shipped with a law tag. In most cases, due to its bulkiness it is not uncommon for customers to remove this tag. However, please know that law tags are required when inquiring about a product's warranty.
  
  
  With this being said we do want your child sleeping on a safe surface and one of our team members will be in touch with you to further discuss this matter. We appreciate your patience and understanding. 
  
  
  Sincerely,

  
  Avocado Green Brands
  

  
  

  Customer response

  08/23/2024

  
  Complaint: 22163911
  
  I am rejecting this response because:
  
  This is the same information the company had previously provided. A consumer does not see a help desk article when purchasing a crib mattress. There is no warning when purchasing that a standard crib does not suffice. The structure I have is sturdy and is in line with what is described.

  The law tag was never attached to the mattress. However this should not even be a warranty claim, this is a product safety issue. A crib mattress that fails on a standard baby crib should be recalled. If it requires special structural requirements that should be laid out extremely clearly on the purchasing page. infant sleep safety is not something to mess with. 

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

  

  Business response

  08/26/2024

  Hello ***** & *******, 

  
  We understand your frustrations and this has been escalated to our marketing team to have further information on our product page regarding our crib mattresses. Please know our mattresses and crib mattress are not traditional and do require a firm base. Our mattresses are not able to rest on traditional box springs since they have springs and do not offer a strong foundation, the same is to say about our crib mattresses, they are designed to rest on a firm non yielding base. 

  
  We have taken a look at your account and see that a senior associate has reached out to further resolve this matter with you. Please follow up with the representative so they may assist you further.

  
  We appreciate your understanding. 

  
  Sincerely, 
  Avocado Green Brands

  
  

  Customer response

  08/26/2024

  
  Complaint: 22163911
  
  I am rejecting this response because:
  
  No one has reached out to me to resolve this matter. I went back and forth with the company for weeks before I reached out to the BBB. The last thing I was offered was a $50 credit towards a new mattress. I explained this was an urgent matter as my daughter is sleeping on a damaged mattress and there has still been no resolution.
  
  
  
  Regards,
  
  *************************

  

  Business response

  08/27/2024

  Hello *****,

  
  We have emailed the email we have on file for the order A576283. We see there is another email and have since forwarded our previous response from 4 days ago to the additional email notated on your BBB complaint. Please be sure to check your spam folder as our emails sometimes end up in there. 

  
  We look forward to working with you.

  
  Sincerely, 
  Avocado Green Brands
  

  
  

• Initial Complaint

  08/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 6/28/2024 for a mattress and several bedding items (pillows, sheets, mattress protector, etc.). The order was for $4,611.23 and was fully charged immediately. The order confirmation indicated all bedding items would ship in 2-3 business days, and the mattress would ship in 2-3 weeks. The mattress was delivered on 7/26/2024, but I hadn't yet received any bedding items, and there was no shipping tracking available for these items, so I contacted Avocado customer service for the first time on 7/26/2024 via email. Over the next few weeks, some of my bedding items have shipped and been received, but I am still missing ~$350+ worth of items despite being charged for them on 6/28/2024 and told 2-3 business day shipping. I have not heard from Avocado customer service since 8/6/****** am seeking the following as a resolution:Immediate shipping and delivery of my missing bedding items (sheets, pillow cases).Refund of shipping fees paid at the time of order ($249) credited back to my credit card.Extension of sleep trial beginning on date final items are received.

  

  Business response

  08/20/2024

  Hi ******, 
  We are incredibly sorry for the delays and inconveniences you have experienced with your order. Our delays have been unexpected and proven to be an uphill battle, however we are getting a handle on the delays at this time. Please know our materials are shipped from all over the world which can lead to unexpected delays, we truly can not apologize enough.

  I have checked on your order and I see all items have been received except for your Organic Cotton Pillowcase Set & Deep Pocket Organic Cotton Sheets. Currently our representative is actively assisting you with getting these items allocated and shipped out to you. To further assist you with your inquiries and to find a resolution, a member of our team will be contacting you via email in the next ***** business hours. We appreciate your patience and understanding.

  Sincerely, 

  
  Avocado Green Brands
  

  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was placed 6/15/2024. Paid $3555.98. at ****** location. As of 7/26/2024, I still don't have an ETA for production of the mattress or delivery. I was quoted 2-3 weeks timelines for delivery. It's been 41 days and I wouldn;t have received any commuincation if I hadn't contacted them directly. So far I haven;t been provided any ETA to have the issue resolved. How about a new timeline. IS is going to be another month? Two months? I'm having real doubts about this company.

  

  Business response

  07/29/2024

  Hello *****,

  Thank you for reaching out and we are truly sorry for the production delay you encountered with your mattress and the inconvenience it caused. We also thank you for working with our **************** team over the past weeks. 
  I do see that one of our representatives was able to advise you that your mattress would be shipping out on Monday, July 29th, 2024. We encourage you to keep in contact with our team for any questions that *** arise during the delivery process.

  We truly thank you for your cooperation and understanding.

  Sincerely, 
  Avocado Green Brands
  

  
  

*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. ↩