Avocado Green Mattress - Natural & Organic Mattresses - Santa Monica — Local services in Santa Monica

Nice Products, Terrible Customer Experience

We have had a terrible customer experience with Avocado Mattress due to the following series of events.

On April 10th, we ordered a king size mattress, bed frame, and night stands, asking them to be delivered together. On May 6th, we finally get an email saying our order is ready to be delivered. We asked for it to be delivered on Sunday, but we meant Saturday. Deliveries are available Tuesday-Saturday from 8am to 4pm. When realizing our mistake, we sent emails and left voicemails to the dispatcher every day to try to reschedule. We never heard back. After many unreplied emails and voicemails, on May 14th we tried to get support via the online chat. They tried contacting the production/dispatch team but were unable to get a hold of them either...

Finally, on May 19th we heard back from the dispatcher, almost 2 weeks after his original email. The dispatcher said our order would get delivered the next day, on May 20th. He apparently was out of the office, and nobody was able to reply to our emails or phone calls while he was out... We prepare to receive our new bed and start disassembling our old bed. But our delivery gets cancelled. So, I reassemble our old bed again... We get an email saying that the bed slats were defective and that our order will have to be further delayed. We get a tracking number just for the mattress? We try the link and it doesn't work... We do get the night stand tables that come with the frame via FedEx. Then on May 21st, we are told our order will ship the next day.

On May 22nd, we get our delivery. The moment we've been waiting for a month and a half. We disassemble and put away our old bed and start assembling our new one. We start putting together the frame, only to find out that we were sent a defective piece! We thought maybe we had made a mistake so we watched the assembly video again. But no, we measured everything to make sure: the long rails are 82 inches, the short rails are 78 inches, and the center support beam we got is 75.5 inches long!!! We couldn't put together our new bed frame because the center beam was about 5 inches too short! It's a solid piece of wood that would fit perfectly in the frame, but it was just too short. We disassemble the new bed frame to clear room in our bedroom. We send an upset email to the dispatcher and customer service. We unpack the compressed mattress and sleep on the mattress on the floor...

The next day, nobody has replied to our email. We chat with someone online to discuss the defective part. They offer to send a replacement part which should ship in under a week. They are confirming whether I can drive to a store and pick up the new piece there...

Last night, sleeping on the mattress on the floor was ok. It's more firm than our old mattress, even with the pillow top, but it seems like a nice mattress. The bed frame and night stands also seem nice... if we could only put them together!

Overall, the Avocado products seem nice, but the customer experience? Absolutely terrible. The online customer service chat is good, but Avocado has some serious work to do on logistics and quality control. I wouldn't recommend to my...

Update Jan 3, 2020.

Got their 2 pillows, the molded latex and kapok (green pillow).

Returned the molded latex because it's too tall.

Kapok is ok, I think I'm gonna keep it.

The Suvin sheet, still unsure. I have about another month or so for the return window, we'll see. I'm also testing different sheet brands at the moment.

I got the mattress with no topper, King size. Honestly, reading around online, I don't get what these people are talking about when they say the mattress is too firm or hard. It's a bit soft. Though I think I could be fine just sleeping on a plywood board with like 2 inch of foam. I just wished the mattress is firmer than what it is now.

Will update more later.

Update Dec 21, 2019.

Mattress delivery was handled by AGS. They called me a few days before to confirm the delivery date. Time window is either 9 AM to 1 PM or 1 PM to 5 PM. They called when they're at my place.

After sleeping a few nights on the mattress, gotta say, it's pretty damn comfortable. Better than my previous cheap spring mattress.

Also got their 1000 TC suvin sheet, they're really thick. You definitely feel the quality when you touch it. Though it's not as soft as my cheap bamboo sheet, but still, I could tell that the avocado one is just way better quality.

FYI, I put the mattress on Thuma frame, there are a few gaps on the corners. I think it's due to the mattress curved a bit on the corners, so it leaves some gap.

Dec 6, 2019.

Haven't gotten the mattress yet, but I've been getting some bad experience with them so far. Will update as soon as I get the mattress.

#1 I ordered their mattress, bed sheet, and mattress protector. I'm baffled how they said that all of them would be delivered separately. How am I supposed to sleep on the mattress without the protector and the sheet that I ordered? Then what if I happen to spill something on it, and it will void the warranty or the return process because the mattress protector did not come together with the mattress. I don't know. I am very disappointed with their logistics process.

#2 I asked the support to not have it delivered before Dec 11. Apparently he put the hold request to start the fulfillment on Dec 10. Fulfillment itself takes 2 to 3 business days. So, knowing that, why didn't he put the request to start fulfillment 1 business day before Dec 10, that is Dec 6. That way it would start shipping on Dec 11 and it will take 1 day at the earliest to arrive. It's mainly my fault for not clarifying. Though I would have appreciated if they could actually clarify what "hold" request...

Do not buy Avocado. Mattress dips within a couple of years even if you do not weigh much. When you reach out to Avocado, their warranty policy makes it nearly impossible to get it replaced. They send you a list of things you have to complete. And they know most people won’t do it or won’t understand what to do. They had me do so many ridiculous things to prove I wasn’t lying. Pictures simply will not do it. The only thing I’m surprised they didn’t ask of me was my weight or what type of activities I perform on it. They wanted so many things including pictures of my bed frame from every angle. With and without the mattress. Had me move the mattress off the bed frame onto the ground. Take more pictures. Had me use strings and ruler to measure dip. And wanted a picture showing I wasn’t pressing down on the ruler. Asked that I write a narrative about the issue. Fill out a form. They make you feel like you are someone trying to scam them. Bottom line is that the mattress is poorly made, will not last but more than a couple of years, and they do not stand behind their products. They know it’s poorly made and that’s why they make you go through hurdles when things go wrong. It’s easier buying a car than getting them to stand behind their products. Buy a different mattress. I’m still waiting to hear if I qualify for a replacement. I’m sure they will find a reason to deny it.

UPDATE: I provided everything they asked for. Now they want a “Birds Eye view” of the mattress on the floor and they want the measurement in between “every slat”. Mind you, I’ve already provided pics from every angle on and off bed and of the bed with and without mattress. And, pics with rulers, etc. I know I’m wasting my time doing this. They are never going to honor...