Avocado Green Mattress - Orange County & Outlet Store — Attraction in Fullerton

I love that this company has a show room where you can actually try the mattresses out and it’s kind of like a spa experience. That’s super cool. I obviously also love how all the products are natural or organic. After about two months of searching for a new mattress I decided to go with avocado. That’s where my story would end, but they accidentally sent me the wrong mattress. I somewhat see how this could happen based on the questions back-and-forth about different mattresses. I didn’t think it was a huge deal. I initially thought it was funny. However it ended up being a 2 to 3 week ordeal where I ultimately felt like I was working for the company and not the company for the customer. I think they make quality products, but customer service is top priority for me. The representatives were polite, but I actually felt like I was talking to artificial intelligence. What I mean, they were all saying what they needed to say but it felt really generic and not customer centered.

The concerns I’m mentioning here I did bring to their attention a couple times, but the response was as if they didn’t hear what I was saying, responding super generically. but again polite.

What ultimately made me decide to move on from avocado was, I was told my trial period was over. Because technically, I was trialing a mattress even though it wasn’t the mattress I ordered. Again, I actually didn’t care that much because I knew I wanted the mattress I ordered. However, I didn’t feel super confident that if there was actually a defect that it would be taken care of without a drawn out ordeal.

Also without going into all the details, the 2 to 3 week return process was a bit cumbersome. In the end, I thought it would’ve been nice if they had even, as a gesture, offered any compensation as an apology for the inconvenience and the fact that I was losing my trial. I reached out a few times even after the fact, but again no real reciprocation, just politely generic.

I ended up looking for a new option… Basically started my search again. I ended up going with plush beds, which is also a local company and I’ll tell you what… I am so thankful that I ended up going with them. They’re above and beyond. Totally different experience. Also the bed is more comfortable. They are also all natural and organic everything is made in California. And they treat you with old-school customer service as if the customer is the most important thing, as if they know, if it weren’t for the customer they wouldn’t be in business. So I highly highly highly highly...

Nearly every experience of mine since I completed my order has been a miserable one.

First, a mattress protector with a lead time of 1-3 business days on the website took almost 3 weeks to get to me. When I myself pointed out it seemed like the shipment had been lost (the label was created within a few days but for 1+ week FedEx never received it), and asked for a new one to be shipped to me, I was told that wasn't possible. Then a few days later, Avocado said that FedEx had lost the shipment and would send me a new one...okay I guess if it's your idea that's fine Avocado. Thank you for finally sending that to me!

Second, it took exactly two weeks to finally get information that the molded latex pillow is heavily backordered (7-8 weeks) when the website had no mention of this when I ordered.

Lastly, I have an issue with my linen duvet cover. One of the holes was improperly made, and it's so small that I can't even force the button through. This seems clear as day to me within the terms of the 1 year "against defects in material and workmanship" warranty. I've been told multiple times that I should expect this as a possibility if I receive a replacement, and that I should cut the hole larger myself. These holes seem to be machine sewn to me, I feel if I cut it that I'll have loose strands start unraveling on me. Why should I expect on a $400 duvet cover for the buttons not to fit through the button holes?? That's insane to me.

I'm having a hard time wrapping my head around the implied quality of the brand (via the look/feel of the brand, high prices, great Google Maps reviews, etc.), and the low quality of the experience I feel I've been having so far. I feel like I'm starting to come off as a "Karen" with all of these complaints, but I really don't think I've been unreasonable to expect a high quality experience, accurate lead times and information from customer service, working functions on the products, etc. when spending almost $4,000 on a bed and bedding and to complain when I receive such a...

My girlfriend and I have been shopping around for a mattress for about 6 months. We tried various companies that offer various levels of firmness but we also wanted to be as Eco-friendly as possible. We settled on two different companies, Avocado and one other. Both offered what we were looking for at around the same price as one another. We had the opportunity to visit the Avocado show room in Fullerton CA, and that made all the difference. When we arrived we were immediately greeted by a very friendly associate, Brianna U. Due to COVID she had us wait at the entrance while she took our temperatures, which was much appreciated, after that she asked what we were looking for and we explained the situation. She offered for us to try the first mattress but before we did, she laid down a sheet across the mattress and across the pillows. Once my girlfriend and I laid down, Brianna stepped away, I assume so we didn't feel pressured. We took our time and moved around a bunch but we wanted to try different mattress with or without a mattress topper. We tried every possible combination they had to offer and never once did Brianna grow impatient, sigh, or roll her eyes. She was kind, knowledgeable, professional, and patient. We wanted to discuss what we thought of each one in private. Brianna offered us each a cup of kombucha while we sat outside. After we decided on a mattress and topper that felt great and met our standards, we met Brianna back inside and asked her all the questions that we could think of. There was never any hesitation in her answers and she answered them completely, confidently, and competently. We contacted Brianna a few days later via email and she replied immediately. I mentioned a coupon I found online and she honored it, which was a nice surprise. The mattress felt great and we're excited for it to arrive but Brianna was the real selling point. She deserves a raise, promotion, a bounus and an extra vacation. I don't know if you'll read this Brianna but thank you for your hard work and...