The process online was easy and the website informative. The option to pick delivery was awesome, EXCEPT that didn't mean anything. I selected the 10-2pm window and rearranged work to be here. The... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The sofa itself is quite firm, which may suit some people. However, there is still a very strong chemical smell even after 1 week, making it uncomfortable to sleep on as a sofa bed. The throw cus... See more
Company replied
We bought an Ecosa mattress and their Zen bed. The mattress arrived before the bed did as the bed wasn't in stock, which didn't worry us unduly but might have been a problem for others. The mattress... See more
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Update: Ecosa sent me a replacement. So they ultimately stood by their product, increased my star rating. I wish I'd read the reviews here before purchasing. I bought a bamboo duvet cover after m... See more
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Company details
Written by the company
Helping you to live well slept. At Ecosa, we believe good sleep is the foundation of a great life. So, since 2015, we’ve been creating thoughtful products to transform yours. Enabling you to do more, dream more and be more – while treading lightly on the planet. With head offices in Melbourne, Hong Kong and Japan, Ecosa is now available online in five countries. Through our charity partnerships, we're focused on giving back and doing good. We source the wood for our bed bases from sustainable plantations, donate all returns to charity, and sponsor homeless initiatives to ensure everyone has the same chance at a great night's sleep.
Contact info
Australia
- ecosa.com.au
2.9
Average
395 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Purchasing was easy and the delivery…
Purchasing was easy and the delivery team were amazing. The only thing was the communication, there were changes with delivery that weren't communicated. The team answering emails were great with responses but I wouldn't have needed to bother them if communication was proactive
November 24, 2025
Unprompted review
Reply from Ecosa
Hello Amanda,
Thank you for taking the time to share this. It’s great to hear the purchase and delivery team experience went smoothly. We appreciate you highlighting the communication issue as well. Your feedback helps us improve, and we’ll make sure it’s passed on to the team so we can do better next time. We're here if you ever need anything.
Kindly let us know if you have any questions or concerns.
Happy snoozing,
Carl
Senior Customer Support
Great delivery service
Great delivery service, on time and reliable window for delivery. Thankyou!
November 24, 2025
Unprompted review
Reply from Ecosa
Hello Nicole,
Thanks so much for sharing this. Happy to hear the delivery arrived on time and the window worked well for you. We appreciate you taking a moment to let us know!
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy snoozing,
Carl
Senior Customer Support
I'm very happy with the service
I'm very happy with the service. Very fast and efficient
November 19, 2025
Unprompted review
Reply from Ecosa
Hello Vanessa,
Thank you for your kind feedback! We’re delighted to hear that you found our service fast and efficient. It means a lot to us that you’re happy with your experience.
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
We absolutely love our new sofa bed
We absolutely love our new sofa bed! It genuinely lives up to every promise and has been an outstanding investment in both seating and guest accommodation.
The sofa is incredibly comfortable, but the bed component is the real star. The feel of the mattress is intensely supportive, providing the ideal responsive firmness we needed without feeling hard—a rare find in a convertible model. Crucially, even for a guest bed, the motion isolation is true—guests won't be disturbed by any movement from someone sleeping next to them.
Furthermore, when we had a question about the furniture's delivery, the customer service team was top-notch and incredibly helpful. The quality is excellent. Highly recommended!
November 1, 2025
Unprompted review
Reply from Ecosa
Hello Fran,
We appreciate your detailed feedback and are thrilled to hear that your new sofa bed has exceeded expectations in comfort, support, and quality. It’s fantastic to know the mattress performs well for both seating and guest use, and that our customer service could assist you effectively.
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy snoozing,
Carl
Senior Customer Support
The Ecosa mattress is truly worth every penny and has proven to be an investment in our overall well-being.
We purchased the Ecosa mattress hoping it would live up to the hype, and we can genuinely say it has exceeded every expectation. This mattress is truly a game-changer for sleep quality, and we absolutely love it!
From the moment it arrived, the quality was immediately apparent—this is a top-notch product. It is clearly built to last and feels exceptionally durable. Ecosa is true to its advertised claims, especially regarding the incredible motion isolation. My partner and I can finally enjoy completely undisturbed sleep, even when one of us shifts, gets up in the middle of the night, or tosses and turns. There is zero transference of movement, which has completely changed our sleeping environment for the better.
The comfort level is perfect, offering excellent support without sacrificing that cozy, cloud-like feeling. For anyone looking to invest in better sleep, look no further. The Ecosa mattress is truly worth every penny and has proven to be an investment in our overall well-being. Highly recommended
November 19, 2025
Unprompted review
Reply from Ecosa
Hello Francesca,
We’re thrilled to hear your Ecosa mattress has exceeded expectations and transformed your sleep experience. It’s wonderful that the comfort, support, and motion isolation are making such a positive difference for you and your partner. Thank you for sharing your experience and recommending Ecosa as a worthy investment in better sleep.
Feel free to let us know if you have any concerns.
Happy snoozing,
Carl
Senior Customer Support
Ecosa
I recently purchased this mattress and couldn’t be happier with my choice! From the very first night, I noticed a huge improvement in both comfort and sleep quality. The mattress strikes the perfect balance between softness and support, relieving pressure points while still keeping my spine aligned. I wake up feeling refreshed and without the aches I used to have.
The materials feel high-quality, and it barely transfers motion—great for anyone who shares a bed. Setup was quick and easy too. Overall, this mattress has genuinely upgraded my sleep, and I highly recommend it to anyone looking for comfort, support, and great value.
In re with the delivery, it was quicker than I was expecting, despite some hurdles from the courier.
November 20, 2025
Unprompted review
Reply from Ecosa
Hello Pol,
We’re so happy to hear your new mattress has made such a difference to your sleep quality. It’s great that the comfort, support, and motion isolation are hitting the mark, and that the delivery was quicker than expected. Thank you for sharing your experience and recommending it to others.
Kindly let us know if you have any questions or concerns.
Happy snoozing,
Carl
Senior Customer Support
Misleading advertising
Misleading advertising, I ordered two mattresses under the impression it would be delivered the next day, instead I was told within 3-10 business days. It still didn’t arrive. I cancelled but the order was still delivered another week later and now I have to wait another week for the company to pick it up and to get my refund. Complete and utter incompetence. Don’t waste your time or money!!
November 18, 2025
Unprompted review
Reply from Ecosa
Hello Cat,
We’re really sorry to hear about this experience and completely understand how frustrating the delays and confusion must have been. This is not the smooth service we aim to provide, and we sincerely apologize for the inconvenience. We’re here to assist and will make sure the return and refund process is handled as quickly and smoothly as possible.
We’ve sent you a direct message so we can take a closer look at your order and help resolve this.
Kind regards,
Carl
Senior Customer Support
Delivery lads gave top service
Michael (as it says on the email. sorry did not get his name) carried the box and helped me out since I have an injury. Missed his calls. I was out and running couple of minutes late. Lucky for me, he’s a friendly lad.
November 19, 2025
Unprompted review
Reply from Ecosa
Hello Chris,
Thanks so much for sharing this. It’s great to hear Michael was able to lend a hand, especially with your injury. We’ll be sure to pass this on to the team, he’ll really appreciate it!
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy snoozing,
Carl
Senior Customer Support
Please please everyone do not use Ecosa
Please please everyone, DO NOT USE THIS COMPANY. Ordered a pure king size mattress. Told approximately 5 business days delivery. We live in a retirement village with over 250 homes. We received a phone call from another resident in the village saying she couldn’t get into her house as the front door was blocked by a very large and heavy box. This was only 2 days after the order. We went down to check, and the box containing the mattress was totally damaged, wheel were hanging off, box ripped, no instructions or warranty paperwork, looked like it had been resealed with cheap tape which had given way, total mess which could not be lifted as it weighed over 75 kilos. Contacted Ecosa eventually, on a chat line as they don’t have any phone contact. Explained the incorrect delivery etc etc. Gave me a load of bull…
And then disconnected the chat line. Contacted the freight company, EM FREIGHT, same attitude, not interested. The rain started and to avoid any further damage, we hired a couple of guys to remove the mattress on a Ute to our address. Contacted both companies again, they do not want to know. Again, please think hard before using Ecosa or EM freight.
November 17, 2025
Unprompted review
Reply from Ecosa
Hello Chris,
Thank you for taking the time to share your detailed feedback. We sincerely apologise for the experience you have had. This is certainly not the standard of service we aim to provide and we completely understand how frustrating and inconvenient this situation must have been.
We have sent you a direct message to gather further details such as your order number, full name, and contact number so that we can investigate this matter thoroughly and assist you as quickly as possible.
We truly appreciate your patience and the opportunity to resolve this issue.
Kind Regards,
Meysi
Senior Customer Support
Prompt delivery with great…
Prompt delivery with great communication regarding the timing of the delivery.
November 17, 2025
Unprompted review
Reply from Ecosa
Hello Krishna,
Thanks for sharing your experience. It’s great to hear the delivery was quick and that the communication made planning so easy.
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy snoozing,
Carl
Senior Customer Support
Great customer service.
Great customer service. Delivery guys were very helpful too.
November 17, 2025
Unprompted review
Reply from Ecosa
Hello Nitsa,
Thank you for sharing your experience! It’s wonderful to hear our team and delivery crew made things easier for you. We appreciate the support!
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy snoozing,
Carl
Senior Customer Support
Extremely poor customer service
Extremely poor customer service. Don't follow up emails. My $150 pillow failed exactly on 12 months. Customer service ignored several emails, and only after I threatened them did they respond and told me to buy a new pillow. No help or compensation offered. And to quote them "pillows only last 12 months"!
November 17, 2025
Unprompted review
Reply from Ecosa
Hello there,
Thanks for sharing your experience. We’re really sorry to hear about the issues you faced with your pillow and that our previous responses didn’t meet your expectations.
We take quality seriously and are proud to offer a 100-day warranty on our pillows, designed to meet the highest standards for domestic use. This limited warranty covers defects in workmanship and materials, provided the pillow has been used normally in a domestic setting and treated according to our Ecosa FAQ guidelines. It also gives you specific legal rights, and additional rights may apply depending on your state.
We appreciate your feedback as it helps us improve our service and support.
Kind regards,
Carl
Senior Customer Support
Great Product
Great Product, Delivery was exactly on time and very convenient.
Product was simple and easy to assemble and good quality.
November 14, 2025
Unprompted review
Reply from Ecosa
Hello L Low,
Thank you for sharing your feedback. We’re delighted to hear that the product arrived on time, was convenient, easy to assemble, and of good quality. We truly appreciate you letting us know!
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
Amazing
Sms, email, call before the delivery. Kind and helpful courier.
November 15, 2025
Unprompted review
Reply from Ecosa
Hello Kovacs,
Thank you for taking a moment to share your experience with the delivery. We’re really pleased to hear that the courier team was helpful and kept you well informed throughout the process with SMS, email, and a call beforehand. It’s great to know everything went smoothly for you.
If there’s anything more we can support you with, please don’t hesitate to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
Ease of purchase
Ease of purchase, knowing we can return if not suitable, easily assembled.
Was not happy at all with the delivery. We were at home and only found out that the order had been delivered when I received a text asking me to rate the delivery. There was no knock at the door and no offer to even bring it in the house. Anyone could have come past and taken it and we would be none the wiser.
November 10, 2025
Unprompted review
Reply from Ecosa
Hello Alyson,
Thank you for sharing your experience. We’re glad the purchase process was easy and that assembly was straightforward.
We’re very sorry to hear about the delivery and understand how concerning it must have been to find out your order was left without any notification or assistance. We’ll be passing this feedback on to our courier to help improve their service.
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Rochelle
Senior Customer Support
Efficient delivery
Delivery was prompt & guys were polite & friendly
November 12, 2025
Unprompted review
Reply from Ecosa
Hello Customer,
Appreciate you taking the time to share this. Great to hear the delivery team made a good impression.
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy snoozing,
Carl
Senior Customer Support
Ecosa - complete nightmare
I thought simple questions like do you deliver with Australia Post? Do you deliver to Postal collect addresses? Firstly the bot says yes, but the second question is too hard. Ask for a human and sadly the one I ended up with displayed poor communication and customer service, no inclusivity and thanked me for understanding when they discriminated against me. They continually contradicted themselves and kept apologising after their ineptness. Complete nightmare - recommend avoid!! Wish I had read the reviews here beforehand so I would have been aware of how abysmal Ecosa is.
November 11, 2025
Unprompted review
Reply from Ecosa
Hello Dianne,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience, and we completely understand how frustrating and disappointing this must have been for you.
We’d love to look into this further and resolve it. We’ve sent a request for your details through Trustpilot so we can investigate this matter and ensure your concerns are properly addressed.
Could you also let us know the item you wish to purchase? This will help us confirm whether AusPost will handle the delivery. Once we have your information, we’ll send an email and assist you further.
Please know that your feedback has been shared with our team, as it’s important for us to learn from experiences like yours and improve our service.
Your patience and understanding mean a great deal to us, and we’re committed to making things right. We look forward to your response so we can assist you further.
Kind regards,
Rochelle
Senior Customer Support
Purchased 2 rise bed frames and…
Purchased 2 rise bed frames and original mattresses. One bed went together fine, the other bed couldn't be assembled as part of the hardware was visibly faulty. Utilised online chat. Asked to send multiple photos and videos of us trying to assemble. Simply needed a small piece of hardware replaced. Multiple emails now that they've opened an 'investigation', but no resolution to what should be a VERY simple fix (send a replacement part by express post). No customer service available via phone. Extremely frustrating that the customer service team are not empowered to simply fix a customers problem over the phone / chat / email. Now left with a bitter taste in my mouth. Mattresses are comfortable, and the bed that did go together was easy to assemble. Just a pity that my daughter has been sleeping on her mattress on the ground for a week!
November 6, 2025
Unprompted review
Reply from Ecosa
Hello Anna,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the difficulties you’ve experienced with the assembly of one of your Rise bed frames.
We completely understand how frustrating it must be to have your daughter sleeping on the mattress on the ground, and this is certainly not the experience we want for our customers.
At the moment, our phone lines are temporarily closed due to the high volume of inquiries we’re receiving via email and chat. Please know that your feedback has been shared with our team so we can review the situation and improve our processes.
We’d really like the opportunity to resolve this as quickly as possible. We’ve sent a request for your order details through Trustpilot so we can investigate further and ensure your concerns are properly addressed.
Your patience and understanding mean a great deal to us, and we are committed to making things right. We look forward to your response so we can assist you further.
Kind regards,
Rochelle
Senior Customer Support
The bed looked like the website photos
The bed looked like the website photos. I was able to assemble it alone. Elegant and simple.
November 5, 2025
Unprompted review
Reply from Ecosa
Hello Jean,
Thanks for sharing this. Great to hear the bed matched your expectations and that setup was a breeze.
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy Snoozing,
Carl
Senior Customer Support
Do not purchase
I ordered a couch in September with an arrival date in October. This was then amended to November and I have just found out this is now arriving sometime in December. No communication and minimal ways to contact. Unacceptable service and follow up is nil. No phone number and crap service.
I have now asked for a refund....I bank with the same bank at Ecosa and this has taken 4 days and still no money in my account.
September 24, 2025
Unprompted review
Reply from Ecosa
Hello Bianca,
Thank you for bringing this to our attention. We’re truly sorry to hear about your experience and the delay with your order. We completely understand how frustrating this must be.
We’ve sent you a direct message here on Trustpilot so we can look into this further. Could you please provide your order number, full name, and email address used when placing the order? This will help us check your order details and assist you promptly.
We look forward to hearing back from you.
Kind Regards,
Meysi
Senior Customer Support
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