TL;DR: Almost every piece of information we got from this company was false or a lie. They kept stringing us along with false information, and we ended up sleeping on a mattress on the floor for 2+ months. They failed to show up to deliver on the scheduled days twice, and we ended up cancelling our bed order.
We ordered a king mattress and bed from this store. I will first describe my customer-service experience so far with the store and the company, and then comment on the mattress at the end of the review (we never got the bed).
Sometime in May, we walked into the store, saw a mattress and bed we liked, and got the email contact of a sales person at the store. We had a couple questions, so we emailed them for information. After responding to the first email, we never heard back from them. There's no contact number for the store (you can only call the central office), so we couldn't get our questions answered.
We went to the store a second time. Looked at the items again, decided to order. They "strongly recommend" white-glove delivery, so we decided to get it. But the quote we got for it at the store was $100 dollars more than what was listed on the website. When I asked for an explanation, I was given some false information about the website only being valid for CA customers. Eventually, after we placed the order, they refunded us the extra $100.
The bed and mattress were scheduled to be delivered on Aug. 4. As part of the white-glove delivery service, they take your existing bed/mattress, and set up the new ones. So the delivery crew came, took and trashed our existing stuff, and then opened the boxes to set up the new ones. But they discovered that the bed package did not include any of the screws, so they could not set it up. They recommended I call customer service for advice on what to do. I called customer service, and nobody picked up even though it was during business hours. I even tried the online chat service which was supposed to respond within the hour. It did not happen. So the delivery crew took the defective bed away, and we were left with a mattress on the floor.
I contacted customer service the next day and spoke to Anisa. She promised me that they would expedite the shipping of a new bed to me. I clearly stated that, due to health reasons, it is not manageable for us to sleep on a mattress on the floor, and that I would prefer cancelling the order if a replacement bed would take too long. Anisa contacted me 3 days later and told me that I should expect the bed to ship "within 1-1.5 weeks at the very most". That didn't happen. I kept asking, and on the 25th of August (3 weeks later) I was told that it would be ready "within the next day or so". That did not happen either. Then I was told that the mattress shipped on Sep. 4 (one month later), but no tracking was available. When I eventually got a tracking number, it stated that the bed was "tendered at origin terminal" on Sep. 19.
The delivery company was supposed to call me and schedule a delivery date. They never did. I had to call them to schedule delivery, for Oct. 3. Then on Oct. 3 nobody came, and nobody called me to inform me about it. I called them to inquire, was told to expect a call back with information within an hour. Nobody called. I contacted them again, was told that "the driver didn't come in today", and rescheduled for Oct. 5. Then on Oct 5, they did not deliver the bed either, and said they had to reschedule.
At that point we had enough, and I asked to cancel the order altogether. Angie, the person I spoke to, promised me a refund, but could not calculate the refund amount. Then Anisa sent me an email stating that my refund would be ~$400 less than what it should be. After I asked for an explanation, I was given a second number by her, which was also incorrect. Finally, I was able to get the refund for the bed and white-glove delivery service.
All in all, we are left with an immense amount of frustration, and having to sleep on a mattress on the floor for two months. Avocado customer service keep saying how much they care and how they are sorry, but that doesn't change the facts.
Regarding the mattress: so far it's OK. It has three different firmness zones (firm in the middle, softer at the top and bottom). This means that it feels as if there's "cliff" if you sit where one zone ends and the other begins. It's a bit weird. My main concern is that, if the mattress quality is similar to everything else I've experienced so far with Avocado, it will be a problem. And I dread having to contact them to use their warranty. read more
