Reviews

Review Details

• Review fromPat A

  Date: 04/27/2024

  1 star
  Cheesy material encased the latex. I meant to order the solid latex pillow, not the shredded. After I received the pillow and noticed it was shredded I immediately contacted customer service, I was told I could Not Return! Latex pillows are not returnable, however, you Can Return a bed you slept on, REALLY! I never slept on pillow when I contacted them. I would never recommend this company.

• Review fromGabrielle M

  Date: 04/12/2024

  1 star
  *********************. After 3 years theres a massive imprint on one side of our bed. I filed a warranty claim but because its a 16th of an inch off of their threshold they refuse to cover our 3 year old mattress. They said when it reaches 1 1/2 inches then it will be covered, but it cannot be slept on as it is causing significant back pain. We have to throw it away and purchase a new mattress. After going on for 2 weeks with customer service via email they have requested a lot of info and images to determine why theres an imprint, and we complied, one of their agents admitted that the imprint was large and not normal. A new agent tried to say that message was sent to me on mistake and it was meant for someone else. They are lying, and trying to get out of helping us. I said I would settle for a partial refund since its only lasted half of its suggested lifespan. They have stopped replying to emails.

• Review fromAndrea A

  Date: 03/02/2023

  1 star
  BUYER BEWARE!!!!!! This company has the worst customer service I've experienced in a long time. I ordered an item for Christmas. I did not receive the item for over a month, without any communication from them. I then canceled the order. They shipped the item anyway. I then requested a return. No answer. After the second return attempt, they responded. They wanted to charge half the purchase price for the privilege of returning a never used item.

• Review fromVickie S

  Date: 02/03/2023

  1 star
  I ordered a 3-inch latex mattress topper from Eco Terra *** to place on a 1-year-old mattress that was too firm for me. When the mattress topper arrived, it was clear that the box had been previously opened and retaped. I immediately contacted Eco Terra via their online chat and was told to send pictures I then received an email from a customer service rep stating that the box had not been opened. I expressed my concerns about receiving a mattress that had been on someone else's bed or in someone else's home. As an epidemiologist and a person that had previously bitten by bed bugs at a hotel, I am very sensitive about this. The customer service rep then repeated that the box had not been opened. He went on state that it would be impossible for the mattress to have been returned from another customer and be in that box because it takes a machine to compress the mattress enough to fix in the shipping box. Yet, the company offers a 90-day trial period which suggests that they do indeed accept returns. Adversely, if the customer is unable to compress the mattress enough to get the mattress topper back into the box the ability to return it after a trial period is misleading. After I refused to open the box without the customer service rep agreeing that the pictures showed that the box had previously been opened, I opened the box per his request. After I opened the box, I saw the mattress topper with the optional cover already on it. I placed it on the bed and noticed that it did not lie completely flat. I left it for a couple of days thinking it would expand in the middle and flatten out but and it still hadn't. I contacted them again via the chat line to ask them how long it takes for the mattress to flatten and was told to send pictures which I did. I received an email from a customer service rep stating that there was nothing wrong with the topper it was the mattress underneath it. Put it on the floor. I also did not receive the two pillows I ordered.

• Review fromMika B

  Date: 12/27/2022

  1 star
  I Ordered a mattress over a month ago. When I call I either get a lie about when it will arrive or I get excuses. They have my money (a lot of money) but I have no product and I cant get any answers. Do not order anything from this company. I also believe they outsource their customer service overseas to individuals that dont actually have any actual information.