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
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We bought the Zen bed base, and the frame itself is really nice. It's solid, well made, and great quality once it is assembled. Unfortunately, our experience with the response rate from custome... See more
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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
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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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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
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Delivery was as stated in order
The delivery boys rang me to let me know they would be 5 mins away.
They delivered the large box to my apartment upstairs which I appreciated!
We will see how I sleep this evening!
February 16, 2026
Unprompted review
Reply from Ecosa
Hello Pamela,
Thank you so much for sharing your experience!
We’re glad to hear the delivery team kept you updated and gave you a heads up before arriving. It’s great to know they brought the large box all the way upstairs for you as well. We’ll be sure to pass your kind words on to them.
We hope you have a wonderful night’s sleep this evening. If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
Weeks of Delays, Wrong Delivery, Zero Accountability
The most unprofessional display by a customer service team I have ever experienced. I ordered a bedframe in December and, after weeks of delay, it finally arrived in early February in the wrong colour. I took the day off work to be home for this delivery and ended up with something I didn’t even order. The boxes are huge and heavy and have been sitting in my small apartment ever since, taking up half my living space.
Trying to get this fixed has been an exhausting and frustrating process. I have had to call multiple times because every person I speak to gives me different information. Nothing is consistent. Nothing is followed through. Ecosa confirmed in writing that the incorrect items would be collected after 4pm on a specific date, then sent me a tracking notice for a completely different time. When I called to correct this, I was told they would “try their best”, as if the written commitment meant nothing.
What shocked me most was what happened when I asked to speak to a manager or senior representative. I was told that if I escalated the issue, they would stop working on my case. I have never had a company essentially tell me to stay quiet or they will stop helping me. It felt like a threat and it is completely unacceptable.
Their proposed solution was to leave the massive boxes outside my apartment door. I physically cannot move them and doing so would block the hallway in my building. This suggestion made it very clear that they do not care about the inconvenience they have caused or the position they have put me in.
I chose Ecosa because they advertise fast delivery and good customer service. What I received was incompetence, delays, conflicting information, and a complete lack of accountability. I am still waiting for the correct bedframe and still dealing with the mess they created.
From reading other reviews, it seems like a senior customer service representative monitors Trustpilot, and unfortunately it appears that posting here is the only way to get someone to take your issue seriously.
If you are considering buying from Ecosa, save yourself the stress and go to a company that actually cares about its customers.
My order number is AUOR00802234.
February 16, 2026
Unprompted review
Reply from Ecosa
Hi Holly,
Thank you for sharing your experience and taking the time to detail everything that’s happened.
We completely understand how frustrating and exhausting this situation must have been for you. Receiving the wrong item, navigating conflicting information, and dealing with delays is far from the seamless experience we aim to provide, and we are truly sorry for the stress and inconvenience this caused.
We hope that the correct bedframe now provides the comfort you were looking for and that you’re able to enjoy it without any further issues. Your feedback is very important to us, and sharing the impact this experience has had helps us improve how we support our customers in the future.
Thank you again for letting us know, and we truly appreciate your patience throughout this process.
Kind regards,
Rochelle
Senior Customer Support
Worst customer service I have ever received
Worst customer service, disgraceful treatment. Ordered the ecosa nimble. One of the board has two screw threads missing, so the metal brackets cannot be screwed in. I tried to make it work but it kept falling apart. Contacted to ecosa 24 hours after receiving the product and so far it’s been 2 weeks of ignoring me and excuses. The most recent update was “have to tried going to a store and purchasing the threads yourself”. WHAT!?!? If you cannot send me two screws from your own warehouse, how on earth am I going to source them from a random department store? That is absolutely unacceptable. I simply don’t understand how my sofa arrived within 24 hours, yet you can’t send a single wooden board, or worst case - two metal threads and some epoxy resin, over the course of two week? How long am I expected to wait? At this stage I think it would be quicker to just get a refund the sofa and then order a new one.
February 11, 2026
Unprompted review
Reply from Ecosa
Hello Connor,
We're truly sorry to hear about your experience with the Nimble Sofa Bed and the issues you’ve faced with the missing screw threads. I completely understand how frustrating and disappointing this must be, especially after waiting for two weeks without a proper resolution.
We sincerely apologise for the inconvenience and the delay in addressing your concerns. We’ve submitted a request for your order details via Trustpilot so we can investigate this matter thoroughly and determine the best way to assist you.
Thank you for taking the time to share your experience. We genuinely want to resolve this for you as quickly as possible and look forward to hearing back from you soon.
Kind Regards,
Rochelle
Senior Customer Support
The delivery was much later than…
The delivery was much later than expected. The box was very broken and really filthy. I am transporting the mattress elsewhere and this has made the move very difficult.
February 14, 2026
Unprompted review
Reply from Ecosa
Hi Kylie,
We're truly sorry to hear that your delivery arrived much later than expected and that the box was damaged and dirty. We can absolutely understand how frustrating this must have been, especially while you’re in the process of transporting the mattress elsewhere.
This is certainly not the experience we want for any of our customers. We sincerely apologise for the inconvenience caused and acknowledge that we fell short in this instance.
Your feedback is incredibly valuable to us, as it helps us identify where things went wrong and improve how we work with our delivery partners. We are reviewing this matter closely with our logistics team to ensure better communication, faster resolutions, and a smoother delivery process moving forward.
We’ve also submitted a request for your order details via Trustpilot so we can investigate this further and determine how best to assist you. We genuinely want to address your concerns properly.
Thank you for taking the time to share your experience. We look forward to hearing back from you soon.
Kind regards,
Rochelle
Senior Customer Support
Hope you have a spare bed if you buy from them.
I waited over a month for my out of stock bed base to arrive, and now that I’ve received it with short notice and no warning, the parts don’t fit together because the metal plates were installed wrong on one of the pieces.
I have been in contact with them, I have had two replacement orders organised thus far, both with the wrong parts despite my efforts to clearly and concisely describe the issue.
I’m extremely disappointed with this experience, and if I’d have known it would happen I never would have dropped this amount of money on this business. I’m currently sleeping on an air mattress in my living room while I wait for this to be resolved.
Do not purchase from Ecosa if you value an easy experience when they provide you with faulty products.
February 5, 2026
Unprompted review
Reply from Ecosa
Hello Colby,
We're truly sorry to hear about the ongoing issues with your bed base and the repeated problems with the replacement parts. We completely understand how frustrating and exhausting this must be.
This is absolutely not the experience we want for any of our customers, and we sincerely apologise for the inconvenience and disappointment caused. Your feedback is incredibly important to us.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this further and see how we can best assist you. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Order dispatched 27th November, received 4th February
Delivery and customer service is unacceptable. Delivery was due and booked in for 8th December. I contacted customer service on the 15th December because nothing had arrived and we’d had no communication from the courier. That day, customer service said they would sort it out and prioritise delivery for the next week. Since then, I’ve been getting the same stock standard “we’ll follow up with the courier” response, every time I’ve emailed, with no action. After three requests, they finally sent a replacement, today we received one out of the three boxes, we were told all three would be delivered today.
Ecosa also sent me their email to request a review of the product, which I had not received. I left a review and cannot find my review on their website, despite them sending me a reply to it.
EDIT: we received the remaining boxes, bed was easy to assemble. After this review Ecosa offered a $50 refund for the inconvenience, we received this and they asked us to change the review.
The product itself is fine, my problem was with how long it took to fulfil delivery of my order and lack of action to resolve over the 2 months.
February 3, 2026
Unprompted review
Reply from Ecosa
Hello Holly,
Thank you for taking the time to share this. We’re really sorry for the long delay and for the experience you’ve had so far. We completely understand how frustrating it is to be waiting this long, especially after delivery dates were confirmed and expectations were set.
What you’ve described with the repeated follow ups, mixed delivery of boxes, and lack of clear communication is not the level of service we aim to provide. We also understand how disappointing it must have felt to receive a review request for a product you hadn’t even received yet, and then not see your review reflected on our site. That only adds to the frustration, and we’re sorry for that.
To help resolve this properly, we’ve sent you a direct message so we can securely review your order details and get clear, accurate updates on the remaining delivery. We want to make sure this is followed through and not just passed back to you with another generic response.
Regarding reviews, we’d also like to clarify this with you directly. Reviews shown on our website and on platforms like Trustpilot can sometimes take time to appear due to moderation and verification processes, but we’re happy to look into your specific case and explain what’s happening there.
Please check your direct messages and reply when you’re ready. We appreciate your patience so far, and we genuinely want to get this sorted for you as quickly as possible.
Kind regards,
Carl
Senior Customer Support
Samson and Nasser are very friendly and…
Samson and Nasser are very friendly and give me good advise on how to open the box before they left. Love their caring service
February 3, 2026
Unprompted review
Reply from Ecosa
Hello Donna,
Thank you for sharing your wonderful experience. We’ll be sure to pass this on to them, as feedback like this truly means a lot and recognises their great service.
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
Still no mattress, no delivery date, no refund
I ordered a bed and mattress on 4 January 2026 (order AUOR00795901). Despite the despatch confirmation email stating all items were dispatched and being delivered together, only 3 of the 4 boxes were delivered - the missing box was the mattress.
I got rid of my old bed and mattress based on that dispatch confirmation, assuming I needed to make room for the new one.
I gave it a few days and then contacted Ecosa on 8 January to ask for a delivery date for the mattress. Since then, I’ve repeatedly asked for an estimated delivery date. I still haven’t been given one (20 days later), just vague updates saying one package is still outstanding (yes I know) or that they’re waiting for the courier to respond. I also asked for a replacement mattress to be dispatched and that request was ignored.
It’s now 28 January and I’ve been sleeping on the floor for weeks. I’m not willing to keep waiting with no delivery timeline.
I’ve now requested an immediate refund for the undelivered mattress and written confirmation of when the funds will be back in my account.
I’ll update this review once the refund is processed.
30 Jan: I’ve requested a refund for the undelivered mattress and followed up again, as I still haven’t received a response confirming the refund amount or timing. If I don’t receive confirmation within the next few business days, I’ll need to lodge the matter with NSW Fair Trading and my bank as my efforts over the last month to resolve this through customer service have made no progress.
January 28, 2026
Unprompted review
Reply from Ecosa
Hi TM,
Thank you for taking the time to share your experience, and we are truly sorry for the frustration and inconvenience this has caused. We completely understand how upsetting this situation has been, especially having to wait so long without clear updates and being left without a mattress.
Upon checking, we can confirm that our customer service team has processed a full refund for the undelivered mattress on 30/01, and a credit slip confirming this has also been sent to you to acknowledge that the refund has been completed on our end.
We sincerely apologise for the delays, lack of clear communication, and the impact this situation has had on you. This is not the experience we want for our customers, and we appreciate you raising this so it can be reviewed internally.
If there’s anything we can do to make your experience even better, please don’t hesitate to reach out.
Kind Regards,
Rochelle
Senior Customer Support
We had to force the frame into place
We had to force the frame into place.
Mattress was not delivered the same day as the bed frame. Not sure when that is coming.
January 27, 2026
Unprompted review
Reply from Ecosa
Hello Patricia,
Thanks for letting us know, and we’re really sorry to hear about this experience. Having to force the frame into place is definitely not how the setup should feel, and we understand how frustrating that must have been.
We also know how disappointing it is when the mattress doesn’t arrive alongside the bed frame, especially when you’re expecting everything on the same day. That lack of clarity around delivery timing is understandably inconvenient, and we’re sorry for the confusion it’s caused.
So we can look into both the frame fit and the mattress delivery right away, we’ve sent you a direct message to gather your order details. Once we have that information, we’ll be able to check the delivery status, confirm when the remaining item is arriving, and assist further if anything isn’t quite right with the frame.
Please check your direct messages on Trustpilot and reply when you can. We appreciate you raising this with us and giving us the chance to make things right.
Kind regards,
Carl
Senior Customer Support
If I could give 0 stars I would
If I could give 0 stars I would . First delivery had a broken box - left in the driveway. Wanted to get a return as my son wanted a king not a double - the bed was unopened . To organise a return and repurchase was too complicated through the bot so silly me went ahead and ordered another king and base. So the 100 day return is only one per household - so don't purchase multiple beds , the bases can not be returned (even if they are unopened and not put together). So after multiple chat bot conversations managed to get a consignment for return - date and time - no show - no communication - no text - just wait around the whole day - nothing . So now it's chasing the chat bot , getting another consignment for return , and then attempting to get a refund. I re-bought the King in CoolComfort Mattress and Sierra storage bed frame - The bed frame with under storage drawers are better at IKEA - and less - the bed - pretty standard - can't really say it's a knock out - but won't be able to return as it's only one return a household. All in all a very disappointing experience and its still going . Would really love to speak to a person - the bots don't know what to do with returns.
January 27, 2026
Unprompted review
Reply from Ecosa
Hi Katrina,
Thank you for sharing your experience with us. We’re truly sorry to hear about the frustration and difficulties you’ve faced with your order, returns, and the delivery process. We completely understand how disappointing this must be, and we sincerely apologise for the inconvenience caused.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this further and determine the best way to assist you. Your feedback is very important to us, and we want to make sure your concerns are addressed properly.
We look forward to hearing back from you and helping resolve this matter.
Kind Regards,
Rochelle
Senior Customer Support
Not everything fits!
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 is lovely, and the bed went together without much fuss except for one thing - the boards that slot onto the sides and upon which the mattress base rest were each about five millimetres too long, and I had to take a saw to them to get them to fit.
January 26, 2026
Unprompted review
Reply from Ecosa
Hello Annie,
Thank you for sharing your experience! We’re glad to hear that you’re enjoying your Ecosa mattress and that the Zen Bed went together without too much fuss.
We’re sorry to hear about the issue with the side boards being slightly too long, it’s understandable that this would have been frustrating. Your feedback is really helpful and will be passed on to our product team so we can look at improving the fit for future customers.
We’ve also sent you a direct message here on Trustpilot so we can take a closer look at your issue and assist you further.
Kind regards,
Carl
Senior Customer Support
My sofa bed broke
My sofa bed broke, in a way that made it non functional. They demanded that initially that I take apart and then reassemble the entire bed, on my own. With no pointers as to what could be wrong, despite lots of photos and videos. Then they demanded i lift the entire sofa bed up to find an id number they should be able to find via their software but apparently cant. I requested a refund 2 weeks ago (formally and explicitly stated it was formally) and they just didnt process the request. Now its been 3 days since they resubmitted request and they said i would hear back within 48 hours. and i havent. They are breaching my consumer act rights and dont care about it even a little bit
January 26, 2026
Unprompted review
Reply from Ecosa
Hi Lara,
Thank you for sharing your experience with us. We’re genuinely sorry for the frustration and inconvenience you’ve been put through, and we understand how upsetting this situation has been, especially given the time and effort you’ve already spent trying to resolve it.
We completely understand how disappointing it is to feel unsupported, particularly when the issue has left the sofa bed non-functional and when your formal refund request was not actioned as expected. This is certainly not the experience we want for our customers, and we’re sorry that our process and response times have added to your stress.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this matter thoroughly. Once we receive your details, we will prioritise reviewing your case and work toward a fair and appropriate resolution as quickly as possible.
Your feedback is very important to us, and we want to ensure your concerns are properly addressed. We look forward to hearing back from you so we can assist further.
Kind Regards,
Rochelle
Senior Customer Support
Mattress has never delivered
I ordered and paid for a mattress from the Ecosa website on 3 Jan 2026, my order ID is AUOR00795050. We were promised to receive the mattress no later than 12 Jan 2026. However, despite many attempts to contact Ecosa by email or live chat (Ecosa doesn't have a phone service), we have not received the mattress delivery, which was scheduled for 6pm 24 Jan 2026. As consumers, we can't be forgotten after we make a payment. We need Ecosa to give me a full refund for the goods we fully paid for and we will be seeking compensation for wasting our time and creating unnecessary anxiety for customers.
Purchased date in 3 Jan 2026.
Invoice Number : AUOR00795050
January 24, 2026
Unprompted review
Reply from Ecosa
Hello Elli,
Thank you for taking the time to share your feedback with us.
We are truly sorry for the delayed delivery and the frustration this has caused. We completely understand how distressing it is to be left without clear communication after making a payment, and we sincerely apologise for the inconvenience and anxiety this has caused you.
We have reviewed your order, and we have sent you an email regarding your delivery concern. According to our records, your mattress was delivered today, 27/01.
Please note that our phone support is open; we are currently receiving a high volume of calls, which may result in calls being directed to voicemail. We are committed to assisting every customer as quickly as possible, and we appreciate your patience during this time.
If there’s anything we can do to make your experience even better, please don’t hesitate to reach out.
Kind Regards,
Rochelle
Senior Customer Support
I bought the zen bedbase and it arrived…
I bought the zen bedbase and it arrived on Tue 13th Jan. When I opened the boxes, there was visible marks, scratches and chip on the frames. I informed Ecosa immediately and they acknowledged the cosmetic faults of my bed. As a good gesture, they are willing to give me $100 in refund, which is a big joke given how expensive the bed was. I told them that I was not impressed and wanted a full refund. It took them over a week to reply back to me despite numerous emails. When they finally emailed back, they offered a replacement but due to the poor customer service, I told them that I just want my money back in full as I'm not sure the replacement would be any better. Again, they gone silent for 4 days not again. No communication. I'm so frustrated with the customer service. I've not had a bed for 2 weeks now. I also bought a mattress from them that I have not tried out yet as I don't have a bed frame for it. I have even highlighted the consumer rights to them and wanting to do a formal complaint. Again, no email response back. I'm questioning all the positive reviews on their site now.
January 13, 2026
Unprompted review
Reply from Ecosa
Hi Camilla,
Thank you for sharing your experience with us. We’re truly sorry to hear about the issues you’ve faced, and we completely understand how frustrating and disappointing this has been.
We sincerely apologise for the poor communication, the delayed responses, and the inconvenience you’ve experienced. This is absolutely not the kind of experience we want for any of our customers, and we appreciate you taking the time to detail everything.
We also apologise for the late response, as we have been receiving a high volume of inquiries. Please know that we are committed to assisting customers one by one and resolving issues as quickly as possible.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via Trustpilot. Once we receive your information, we will look into your case and advise on the best way forward. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Garbage pillow and vague 100 night…
Garbage product and vague 100 night guarantee. I thought i'd be safe to try this wedge pillow with the 100-night guarantee, It was miserably uncomfortable but when I tried to activate the 100night guarantee I was told the body pillows are excluded. I suppose I should have known that a wedge pillow that goes behind you head and shoulders would be a body pillow but it was not labelled as such. When you search for body pillows specifically it does come up but maybe an honest retailer could have included a line in the product info for the purchase - I would not have taken the chance. It also took a long time to come. So we are 1-star all around - quality, service and delivery. There was also no offer of any kind of reparation - just too bad your pillow is no good its excluded, here is a link to our policy. Maybe a sorry your pillow is not good unfortunately its excluded - maybe i can offer you a discount on another. I might have gone for that but instead here i am joining the legion of disappointed customers.
January 23, 2026
Unprompted review
Reply from Ecosa
Hi there,
Thank you for sharing your feedback with us. We’re very sorry to hear about your experience and completely understand how frustrating it must have been to find the wedge pillow uncomfortable and then discover it wasn’t covered under our 100-night trial.
We do note that exclusions such as body pillows are stated in the 100-night trial policy on our website, but we completely understand how this could have been unclear in the product information at the time of purchase. Your experience highlights the importance of clearer communication, and we sincerely apologise for the disappointment and inconvenience this has caused.
That said, we would like to see how we can best assist you. We’ve submitted a request for your order details via Trustpilot so that we can investigate further and determine the best way to support you. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Will breach your consumer rights
Terrible, I ordered two mattress protectors a couple of weeks apart, exactly the same mattress protectors the waterproof ones. And the first one I received I washed as per the instructions cold wash air dry finished off on a low heat delicate cycle in a Miele heat pump dryer (which uses way lower temps anyway). This thing came out with all these weird bumps all over the surface, I gave it a week and they didn’t go away so by that point I had received the second one. I washed it exactly the same way and I dried it exactly the same way and there were no bumps! So I clearly have a defective underlay and I contacted them and it was horrible. Their live chat just stopped responding to me after telling me that I just needed to wash it a bit more and use it a bit more and then told me I couldn’t return it because I had washed it. I told him under the consumer guarantees act which supersede their warranty anyway I have every right to exchange it and they stopped responding. So I rang them and I was promised an email for an exchange request and I never got that. So I messaged them on Facebook and they left me on seen. It’s a real shame because the product was actually really nice I just wanted one that wasn’t faulty.
January 22, 2026
Unprompted review
Reply from Ecosa
Hello Graham,
Thank you for sharing your experience with us. We’re truly sorry to hear about the issues you’ve faced with the mattress protector and the lack of support you received when you reached out.
We apologise for the delays and for the lack of response on live chat, phone, and Facebook. This is not the level of service we aim to provide, and we appreciate you bringing this to our attention.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this further and see how we can best assist you. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
No sign of order or resolution one month after purchase
I ordered a mattress in December 2025, and it has still not been delivered.
Customer support has been very difficult to reach. Phone calls redirect to automated messages, online chat responses largely scripted and mostly ignored, emails are also now being ignored even though they promise to respond in 2 business days. There has been no clear update or resolution. Ecosa has advised the delay is with the courier, but the courier is also unreachable. This seems to be a common trend with other reviews. At this stage, it is unclear whether my order will be delivered or refunded.
Based on this experience, I would recommend reconsidering before purchasing. I will never purchase with them again.
January 21, 2026
Unprompted review
Reply from Ecosa
Hello Mary,
Thank you for sharing your experience with us. We’re truly sorry to hear that your mattress order has still not been delivered after one month, and we completely understand how frustrating and disappointing this must be.
We sincerely apologise for the lack of communication and the difficulty you’ve experienced in reaching our support team. This is not the standard of service we aim to provide, and we genuinely appreciate you bringing this to our attention.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via TrustPilot. Once we receive your information, we will look into the delivery issue and advise on the best way forward.
Thank you again for your patience, and we are committed to working with you to find a satisfactory resolution.
Kind Regards,
Rochelle
Senior Customer Support
Had my delivery date changed
Had my delivery date changed. I hand on heart did not change my delivery date. Day comes around- no bed. I use the live chat and they claim I changed the date for 2 days later! Why would I want to sleep on the floor for 2 days more! None in stock for me to pick up locally and no other delivery dates so customer service was absolutely no help at all.
Dont even have the bed yet and regretting going the "cheaper" option
January 20, 2026
Unprompted review
Reply from Ecosa
Hello Emily,
Thank you for sharing your experience with us. We’re truly sorry for the inconvenience and stress caused by the change in your delivery date. We understand how frustrating it must be to be left without a bed.
We sincerely apologise for the poor communication and for the way your situation was handled. This is not the experience we want our customers to have, and we genuinely appreciate you bringing this to our attention.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via TrustPilot. Once we receive your information, we will look into the delivery issue and advise on the best way forward. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Really poor with delivering on time
Really poor with delivering on time. Phone number is never answered. Person on chat shows very little care for the inconvenience having an unknown delivery time and then a very late delivery time causes as stress for an 87 year old man
January 15, 2026
Unprompted review
Reply from Ecosa
Hi JMum,
Thank you for sharing your experience with us. We’re truly sorry for the frustration and inconvenience caused by the delivery and lack of clear communication.
We understand how important it is to receive timely updates, and we sincerely apologise for the impact this has had.
We are currently experiencing a high volume of enquiries, which has affected our response times. Please rest assured that our phone lines are active; however, due to the high number of calls, some calls may be directed to voicemail. We are committed to assisting each customer as quickly as possible and will work through enquiries one by one to ensure everyone receives the support they need.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via Trustpilot. Once we receive your information, we will look into the delivery issue and advise on the best way forward.
Thank you for your patience and for bringing this to our attention. We look forward to hearing back from you so we can assist further.
Kind Regards,
Rochelle
Senior Customer Support
The first issue was the delivery…
Delivery was the first issue. The mattress was left the building foyer instead of being delivered to my first-floor apartment as specified.
The mattress itself is also a problem. The “cool” top layer is extremely uncomfortable, with indentations that are clearly felt through the fitted sheet. Customers are instructed not to use a mattress topper to maintain the cooling effect, yet sleeping directly on this surface is not practical for myself or kids.
When I attempted to return the mattress, I was advised that a king-size mattress could not be donated and that I would need to find someone myself to take it. I suggested a reasonable solution that providing the cool comfort overlay in good faith would be cheaper and more sustainavle all round, but after this, my chat was abruptly closed and I received no further response.
I am still awaiting a proper response and resolution from Ecosa.
January 14, 2026
Unprompted review
Reply from Ecosa
Hello Samantha,
Thank you for taking the time to share your experience with us. We are truly sorry for the inconvenience and frustration this has caused you.
We sincerely apologise that the mattress was left in the building instead of being delivered to your first-floor apartment as requested. This is not the standard of service we aim to provide, and we would like to investigate where the delivery was left so we can prevent this from happening again.
We also understand your concerns about the comfort of the mattress. Comfort can vary from person to person, and we’re sorry to hear that the “cool” top layer is uncomfortable for you and your family. If there are any visible indentations or defects, please feel free to send us a photo so we can submit a warranty claim and assess the issue further.
Regarding the return and donation process, we apologise for the way your chat was handled and for the lack of follow-up. We appreciate your suggestion of providing an overlay as a practical and sustainable solution, and we are sorry it was not addressed properly.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via Trustpilot. Once we receive your information, we will look into the delivery issue and mattress concern and advise on the best way forward. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
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