ComplaintsforAvocado Mattress, LLC

• 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
  

  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I would like to resolve this issue by getting the item -- a final sale alpaca long cardigan -- or a refund. The product was supposedly in stock and was to be shipped within 3 days. It is still being sold now on the website as if it is readily available. I never heard from Avocado after my credit card was charged immediately on July 7. I asked about my order on July 16. On July 19 they replied that they didn't have the materials for the cardigan and that they don't know when it will be released from the port. Below is email correspondence:On Fri, Jul 19, 2024 at 09:18 AM, *****:Hi ********,It looks like the cardigan is still available on your website. And it says ready to ship in 1-3 days. Its been almost two weeks since I placed my order. And my credit card was charged immediately. Can someone please resolve this?***** On Jul 19, 2024, at 16:18, ******** from Avocado <**********************************> wrote:Hi *****,I am truly sorry for this experience. Our team has confirmed that we have unfortunately encountered a delay in the arrival of materials needed to complete the handcrafting process of our Alpaca Long Cardigan.At this time we do not have an exact estimated time of arrival for the materials as it does take some time for the materials to be released from the shipping port once it arrives. We truly apologize for the delay and inconvenience this may cause.I will be monitoring your order very closely and will be in touch as soon as we receive additional updates in regards to the arrival and production!In the meantime, please let me know if you have any questions.Warmest regards,******** Customer Support

  

  Business response

  07/22/2024

  Hello *****,

  We deeply apologize for the inconvenience and frustration this delay has caused you. We understand how disappointing this situation is, especially since the product was listed as available and your credit card was charged promptly.

  We want to assure you that we are actively working to resolve this issue. The materials for the Alpaca Long Cardigan have now arrived, and we are prioritizing your order. We are committed to shipping your cardigan this week and ensuring it reaches you as soon as possible.
  
  Your satisfaction is incredibly important to us, and we truly appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to help.
  
  Warmest regards,

  Customer response

  07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I finally received the cardigan 22 days later after a lot of back and forth.
  
  
  *************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Did not fulfill order, took payment, will not engage in attempted correspondence.

  

  Business response

  07/19/2024

  Hello *****,

  We are sorry your experience was less than desired with Avocado Green Brands. Unfortunately we were unable to locate your order based on the email and phone number provided. If you can provide your full name and, preferably, your order number we will be glad to assist you as best as possible.

  Sincerely, 
  Avocado Green Brands
  

  
  

  Customer response

  07/19/2024

  
  Complaint: 22015766
  
  I am rejecting this response because:
  
  Still need a resolution for order number A966505
  
  Regards,
  
  ************

  

  Business response

  07/22/2024

  Hello *****,

  Thank you so much for providing your order number. In reviewing your order placed on July 12, 2024, I see that you were able to speak to one of our associates on July 19th, 2024 at which time you advised you would follow up with us this week regarding your order. We encourage you to remain in contact with us regarding your order so we may assist in any way we can.

  Sincerely, 
  Avocado Green Brands
  

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my Avocado Eco mattress in Sept '23 for $1,314.42 and asked to return the item in Oct after my 30-day trial. I shared photos of the required images two times to Avocado and finally in Dec '23 it was acknowledged I had until 12/31/23 to return the item. I had injections to the back of my neck in Jan '24 and was waiting for Avocado to respond to picking the mattress up, but they never did and this became a pattern of Avocado's customer service reps - delaying a timely response or not responding at all. On 2/3/24 I had very serious medical complications and wasn't able to deal with my Avocado return since I was repeatedly in/out of ER with heart attack-like symptoms and several ambulance trips to the ER to stabilize me. As a result I was forced to leave town since I live in high elevation and I was expected to be gone for 3-weeks, but it turned into 4-months in order to stabilize and understand what was going on with my health. I was very clear to Avocado that I couldn't drive 8-10 hrs r/t to meet with the company to pickup my mattress and the return would have to wait until I returned home; I finally returned home 6/31/24 and contacted Avocado immediately to schedule a pickup of my mattress, but per emails and phone calls, I was refused a return, not having any compassion for the fact that my delay was due to a medical emergency, not me not following through in a timely manner. I argued w/ Avocado saying the mattress is going straight to the dump so what's the big deal with my medical delay? They've ignored this fact and stood strong denying my return. I've never admitted this to Avocado because I shouldn't have to humiliate myself as a result of the purchase, but I do have a disability and when I was having complications related to my disability, it feels like Avocado is discriminating against something out of my control. I'll attach a detailed history, confirming the exact history of events since I don't understand Avocado's refusal after my crisis.

  

  Business response

  07/17/2024

  Hello *****,

  Thank you for reaching out and letting us provide some clarification regarding your attempted return of your Queen Eco Organic Mattress purchased on September 16, 2023.

  On October 28, 2023 you reached out electronically to advise us our style of corners on the mattress were not to your liking and you expressed your desire to return the mattress. After clarifying your request for a return, one of our Returns specialists outlined the return process on November 1, 2023. After not receiving a reply for a week, our specialist followed up with you on November 8, 2023. You replied on the same date, advising you were still in the process of of taking photos needed as part of the return process. We responded on the same date, advising you had some time, as the sleep trial expired on December 30th, 2023. Another week elapsed with no reply so we followed up on November 16, 2023, again noting the trial period expired on December 30th, 2023. We did receive a reply email on December 15th, 2023 with the requested photos. After confirming the mattress was still at the same location of delivery, on December 19, 2023 we advised a member of our Donations team would work with you to coordinate pick-up of the mattress and on the same day a team member reached out to you with some follow-up questions. On December 30th, you replied advising you had not received contact regarding pick up of mattress. On January 2nd, 2024 our team member clarified the situation of donation process, advising we did not have a local donation partner and asked if you knew of any local organizations or individuals in need of a mattress. On the same date, you advised you had a neighbor who may be in need. On the next day, January 3, 2024, our team member outlined the process of donating to an individual. We did not hear back from you until January 25th, 2024. The next business day our team member provided clarification on the donation process to an individual and offered to do a pick-up if needed. Over a week elapsed without a response so our team member reached out again on February 4, 2024. Since the return period had expired over a month prior to this date, we provided a cut off date for follow up of February 9, 2024 for a response. No response was provided by that date, so we ended our follow up. Up until this point there was no mention of your medical situation.

  On February 14, 2024 you advised of your medical situation, for which we apologized hearing about. After reviewing the situation with you and our management, our team member on February 21, 2024 sent you a link to select a pick-up date with one of our business partners. No appointment was made for approximately 2 weeks. We followed up on Monday, March 4, 2024. At this point we advised we were already extending the sleep trial by 2 and half months. We provided a deadline of the end of the week for an appointment to be made and required documentation to be forwarded to us. This deadline was not made and we closed our follow-up.

  You did reach out to us again after this additional deadline later in mid-March 2024, with concerns about our donation process and a change in sleep trial period. Our Donations team manager reached out to address your concerns and clarify the sleep period for the mattress you purchased. Furthermore, after disclosing you did proceed with a pick-up of the mattress, our manager offered you a refund of your purchase with proof of pick-up as requested previously. Our manager also offered to follow up with our business partner on your behalf if you were unable to coordinate the documentation. You did not follow up on either of these options.

  We did hear back from you on April 29, 2024. In speaking with one of our representatives you disclosed that you just came across the last email from our manager from mid-April. Your message was forwarded to the manager previously assisting you and she wrote back to you on May 1, 2024 offering to assist by email or to give you a call back. This email went unanswered.

  On July 1 ,2024 you reached out by email to let us know a response you had intended to send back in May was never sent. A team representative reviewed your inquiry and sadly had to inform you that an exception cannot be made as we are now over 6 months from the end of your sleep trial.

  In all, we feel we have provided good service to you and provided appropriate extensions of our sleep trial to try to accommodate your situation. In reviewing the notes and contacts with you, we feel our representatives showed empathy for your situation and we still wish you only the best with your health journey

  Sincerely, 
  Avocado Green Brands
  

  
  

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Avocado is totally dismissing that I had major medical issues from Oct '23 shortly after I was involved in a dog fight where I was thrown to the ground, had to go to the ER, and I now live with a dramatic brain injury because of this incident that was out of my control with my leashed dog in Lake Tahoe. To be clear, I had serious medical issues I was managing bwtn Oct-June and am still not 100%. I have an ER medical record to confirm these events, but Avocado has never been interested in reviewing any medical records of mine to confirm why I was repeatedly delayed in meeting their return policy requirement. After I slept on the Avocado mattress, it made my medical issues worse and after moving into the guest bedroom where there was a more comfortable mattress, I've remained in the guest bedroom, not in my bedroom, and the Avocado mattress has just been sitting in my bedroom since Oct waiting to schedule a pickup. Unfortunately, Avocado is not being honest about there own lack of responses to my messages and during the time btwn Oct-Dec had to keep reaching out to them regarding my return since the first time I shared photos to schedule a pickup, Avocado totally ignored my request. Due to me having injured arms, I am not able to research the emails, phone calls, etc where Avocado dropped the ball repeatedly, but it's convinient and beneficial to them to continue to point the finger of wrong-doing at me, while ignoring their own lack of professional response in a timely manner. I don't appreciate having a mattress issues totally hijack my bedroom for nearly a year now. After having serious brain trauma from my dog fight that was not my fault, to try and find some relief, I had 'stellate ganglion' injections done bilaterally to the back of my neck. Things were ok for a while, then things got bad and I started having major medical complications from these injections as oil 2/3/24 when I first was taken to the ER by ambulance due to fainting, heart palpitations, very high blood pressure and heart attack-like symptoms and unfortunately during this time  I remained in a medical crisis - going in and out of the ER for times in a few weeks - the mattress being scheduled for pickup was my last priority and I never expected to be met with a compassion-less company such as Avocado since their brand is based on doing things ethical and morally right for the environment and for humans to have a better sleep. I have offered to share my medical records to confirm my multi-ambulance trips to the ER, however, the problems is that Avocado can't even come to the table in a conversation to acknowledge this reality of mine, having a very real human experience with medical complications that were totally unexpected, totally out of my control and totally terrifying constantly feeling I was going to have a heart attack every few days. It appears, I may have had a serious reaction to the steroid I was given, but Avocado doesn't want to hear this to take into account of my reality of not being able to deal with the mattress since I was too busy trying to stay alive and not have a heart attack seeing as I was constantly experiencing tachycardia symptoms, but Avocado ignore this very fact of why I wasn't in touch btwn 1/4/23 when I had my injections to my neck, and 2/4/24 when I began having serious medical complications. In case it helps, injections don't take kick-in until 2-3 weeks after they are done and it was after the 3-week mark that I started having very serious medical complications, which Avocado wants to ignore and paint me as an irresponsible, unresponsive customer, when this couldn't be farther from the truth. Again, Avocado has never asked to see any records to confirm the facts of my case, to prove I have been telling the truth this whole time, and seem to be most interested in manipulating the facts, not listening to a customer who has serious medical complications during a return time, and I simply don't get it. I find it to be odd that Avocado offers a one-year policy on there most expensive mattresses, but won't budge to make any exception in my case especially since they won't come to the table fairly and review my medical records to confirm everything I have been trying to communicate and THEN make a decision. This is why I feel Avocado is being prejudice and treating me with discrimination as someone who actually lives with a physical disability, which I never wanted to share, but I feel I have to since I was someone who was having a very real human experience, but Avocado has treated me like I'm a robot.

  Again, why isn't avocado acknowledging that my communications have included my having medical complications and using my crisis to their advantage? Why hasn't Avocado had one conversation over the phone human to human versus solely replying on emailing a bunch of nonsense that they are making up, again, to take advantage of my health crisis. It's odd that a company who promotes better health from a better night sleep takes advantage of their customers in the way I have been after going through a medical crisis that was totally unplanned. Why can't someone from the return department get on the phone with me and tell me as a human being all of the passive-aggressive communications I've received from them, where they get the facts wrong, keep saying my bed isn't covered under warranty because it smells, when this was just one of the problems I had with wanting to return my mattress. Why isn't Avocado honoring the facts of my return which also include my experiencing hot spots on my hips, shoulder while I sleep, and being able to actually feel the springs threw the top of the mattress whether I'm sit-in on or sleeping on? I have a disability and wanted to return the mattress due to a poor quality of mattress on top of the mattress stinking, however, Avocado now is saying their warranty doesn't cover the mattress stinking. Why isn't Avocado more transparent on their websites FAQ about the mattress smelling so someone like me who's never owned a latex mattress, but is trying to avoid chemical off-gassing since I actually have a serious neurological condition, but fails to share with their customer that the latex may smell and in my case, never go away in 10-months. I didn't buy a bed that was misrepresented as being natural, when it absolutely has been off-gassing a horrible smell in all of this time. I also shared with Avocado I will be allergy tested for latex in 2-weeks and is another reason I could not keep the mattress since I believe I am sensitive to latex and possibly have an allergy. I also expressed to Avocado that I don't understand why I was receiving so much push back from them on the return needing to happen during my medical crisis since the mattress was ultimately going to be taken to the dump, totally going against their own company policy to regime the mattress. Why couldn't Avocado just simply meet a customer who was experiencing a very dramatic and scary medical problem they've never experienced in their lifetime, read a few ER notes to confirm my story is true and exercise some compassion and understanding and meet me half way and say, "we're sorry this is going on and want you to take care of yourself and be in touch (1) when you arrive back in town after you had to leave town because of your medical crisis and (2) we are here to hell not hurt you further." Avocado doesn't seem to understand I live in an elevation at a**ost 7k feet and I had to leave and go stay with my parents in the Bay Area for 4-months to normalize my oxygen and nerves/muscles and wasn't on any type of vacation. I can prove to Avocado I was put on a heart monitor (zio patch) when I first arrived in the Bay Area, and I continued up until 4/20/24 to have to go to the ER due to complications. But Avocado's problem all along is their ignoring my medical complications and are refusing to make an exceptions in a compassionate sense given I didn't expect any of this to happen and had expected to return the mattress in January, however, my medical complications stemming from neck injections triggered all of what I've been going through since 1/4/24. I had to have a taxi driver actually drive me out of the Tahoe basin and to my parents in the Bay Area since I couldn't safely drive a car without possibly having episode of fainting while driving, but Avocado doesn't want to hear this or have me prove this very fact to them and just wants to keep pointing the finger at my as if I didn't comply because I was on a 4-month vacation when this isn't true at all.

   

  Lastly, yesterday I emailed Avocado asking them for their CEO's contact information, or at the very least the contact information for someone in their executive branch, even a VC's contact information since they are a company that is heavily funded with VC funding, but I have yet to hear a response back from them, and if there prior games are reflective of the response I will receive, I won't ever receive this information due to Avocado not wanting to share my medical complications story with anyone on an executive level to see if something more can be done - such as making a one-time exception for my case, but Avocado refused to get on the phone and has refused to escalate my complaint and my ask above and beyond the returns department, which are not the nicest people to deal with, who seem to act like robots, and many is why they've remained treating me like I'm also a robot who's not allowed to be get sick. 

  Again, I'd like to talk to someone from Avocado's exective branch since I feel their returns team is being unfair, unreasonable and has continued to discriminate against me and my very real medical complications that were beyond my control for the entire year os 2024 so far. 

  Also, Avocado needs to accept they also dropped the ball on many occasions, and if this wasn't true, then why did I have to submit my photos two times, since they claim to have never received my first emailing of photos, which I thought was odd, but now understand is likely a business tactic on their end to delay a customer returning their mattress. 

  I've learned in all of this time, Avocado prefers to manipulate the actual facts and prefers to not deliver good customer service and based upon BBB's complaints, I'm not the only one who's experienced this very fact. Avocado has a very large marketing budge, which I question if what they market is true or not and may be involving themselves in falsely advertising their mattresses especially when they acknowledge after a purchase that their mattress may smell, but never acknowledge this prior to a purchase, which morally and ethically seems to go against everything Avocado stands for as a 'green' company. 

  I was denied a return on their cheapest mattress, and after visiting an Avocado store to try out the more expensive options, I found myself wanting to buy their 3k mattress, however, after the way I've been treated, I plan to give my 3k to another company since Avocado seem to not be able to do the right thing and seemingly is most interested in abusing their power over their customer who has a serious medical issue to manage. 

  It certainly seems the exective branch wouldn't be happy with the returns dept not making this matter right and ending up pushing away a customer to end up loosing my business completely, when I had always intended to return my uncomfortable as hell mattress for a more top of the line option. However, now that I am aware of avocado hiding the fact related to latex mattresses off-gassing a smell that smells very chemically, I've been turned off by staying with a latex option all together especially if in the end, my allergy testing shows I'm allergic to latex. Btw, I already know I have a micro-latex allergy due to being allergic to band-aid and medical tape, but had no idea to what extend, but after what I've experienced with the smell of the mattress and what I've been told by other mattress companies, I most likely have a more severe allergy to latex and is why I am so sensitive to the smell, even all these months later. 

  I shouldn't be typing this much due to my disability and I remain shocked over how much computer typing that has been required of me to establish the facts of my case with Avocado who's has shown me they remains only interested in manipulating me as their new customer in all this time.

  Again, I'd really like to receive a real human phone call from the CEO or an executive to discuss this matter like humans, versus Avocado relying no their employees who seems to be more AI bots versus humans. 

  Avocado is great on the front-end before you purchase your mattress, so why do they act the complete opposite once a customer purchased their products and ends up having a medical problem for months that was totally out of their control to be able to control to meet their policies? 

  What a classic case of an abuse of power by the Avocado Brand Family. 

  Thank you,

  **

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I returned via ***** 2 mattress protectors and company refunded 1 I have been contacted with them **** and no response. No contact information I can call. Please help me!

  

  Business response

  06/11/2024

  Hello *****,

  Thank you for reaching out to us. We apologize for the delay in getting your refund to you as our automated system was only able to process one of the returns. By now hopefully you have seen, via email confirmation, the 2nd mattress protector was processed on June 9th.

  Please note our website, www.avocadogreenmattress.com , always lists our phone number ************ at the top of our site which also offers on-line chat as well as a Contact Us option to reach us via email. We are always happy to help in any way we can.

  Sincerely,
  Avocado Green Brands
  

  
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed frame after talking to agents for a few days and finding out that one was 5-7 days shipping ( per the site and confirmed by agent) and the others were months. All agents have been nice but very sales orientated and not very supportive after the sale.I have a savvy rest bed and they have high quality customer service before and after the sale.So far, this has not been the case for Avocado.Its false advertising.I have asked numerous times for you to make this right and those emails go unananswered. AGain, before i purchsaed, all emails were replied to on a regular basis.Further review seem others are not happy with your lack of support for shipping either.This does not give me a good feeling about working with you long term. What if something is wrong with the bed frame?Do you just ignore customers after they purchase?I would like to ask for a clear reply on why you would bait and switch dates for the bed shipping.i would like an apology and i would like a further discount.Who cares if you don't make a big profit on this one, you need to do this to keep good customer service with me.This is not a sign of a ethical company to handle situations like this in my opinion. I never experienced anything like this with savvy rest and i have replaced layers, and covers, etc.Please make this right order number-a931963 ordered April 14 and its now almost a month and no shipment.

  

  Business response

  06/04/2024

  Thank you for reaching out to us, we are sincerely sorry that your experience was not as seamless as it should have been. We understand the delay you have faced with shipping your order was not ideal and we truly sympathize with you and apologize. Please know our production times are subject to change due to material availability, this is listed on our website.

  We do see as soon as we were made aware of this delay with your order we notified you immediately via email. We appreciate your patience and understanding you have provided throughout this process.

  
  Please know we strive to be as transparent as possible with our customers and notify customers of any major changes as soon as possible and as quickly as possible. Upon looking into your current communications I do see you are actively being assisted with your order and that your order has since been received. Should you have any further questions or concerns please do not hesitate to contact us through any emails you have received or feel free to reach us via phone at ************ if you have not received a prompt reply. We want to make sure you are being taken care of and having any concerns addressed.

  
  Have a wonderful day,

  
  Avocado Green Brands 
  

  
  

  Customer response

  07/19/2024

  
  Complaint: 21667418
  
  I am rejecting this response because:
  
  i purchased a bed frame from avocado months ago. while it took a very long time receive, so far I really like it. i ordered longer legs for it , separately, but they never arrived. The company offered to a. reship the legs b. credit for a future purchase i really don't want the legs since the bed is put up and fine and at this time i don't want anything additional I feel like they are creating an uncomfortable post purchase experience that will create a disconnection when it comes to buying something else in the future i offered to file a police report i just want my money back on the legs for a package that was lost , mis-delivered or stolen thank you i cannot find my order number, cost around 125 dollars with tax / shipping
  
  Regards,
  
  **** ****

  

  Business response

  07/22/2024

  Hello ****,

  
  We have reviewed your recent communications with our customer service team and see  a resolution has since been met regarding the legs that were delivered to your home, however you stated they were not successfully delivered and potentially stolen. 

  
  Please know we are here to assist while also still following our companys policies. Please review your latest communication with the representative assisting. Feel free to reach back out should any further questions or concerns arise.

  
  Sincerely, 
  Avocado Green Brands
  
  

  
  

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