Review Time
My mattress was so uncomfortable. I wanted to change it for another one, only to be told that the 100 day guarantee won't apply to that one if I do that. Even if I return my mattress and order a new one, they advised I will never be able to have a 100 day guarantee again on any of their mattress. This is a hidden scam. I would not have ordered one of their mattresses had I known this.
I ordered and paid for a mattress on 3 Jan 2026. We were assured that it would arrive by 12 Jan 2026. However, despite numerous attempts to reach the support team via email and live chat (there's no phone support), the mattress was not delivered as scheduled on 24 Jan 2026 at 6pm. As customers, we shouldn't be overlooked after making a payment. We require a full refund for the purchase and will seek compensation for the time wasted and the stress caused.
My delivery date was altered, and I genuinely did not request a change. When the day arrived, there was no bed delivered. I reached out via live chat, and they insisted I had postponed the date by two days! Why would I choose to sleep on the floor for an extra two days? There were no beds available for local pickup, and no alternative delivery dates offered, so the customer service was completely unhelpful. I don't even have the bed yet and already regret opting for the 'cheaper' choice.
The delivery was problematic as the mattress was left in the building's foyer instead of being brought to my first-floor apartment as requested. The mattress itself has its own issues. The 'cool' top layer is quite uncomfortable, with noticeable indentations felt through the fitted sheet. Customers are advised against using a mattress topper to keep the cooling effect, but sleeping directly on this surface is not practical for me or my children. When I tried to return the mattress, I was told that a king-size mattress couldn't be donated and that I would need to find someone to take it myself. I proposed a reasonable solution that providing the cool comfort overlay in good faith would be more economical and sustainable, but after that, my chat was abruptly ended and I received no further communication. I am still waiting for a proper response and resolution from the company.
Caution required. I have just submitted a complaint with the relevant authority. Received only part of my delivery, and there’s no way to reach out for assistance. The customer service through the chatbot has been nothing but misleading. I urge anyone facing similar problems to file a complaint to ensure accountability.
I ordered a sofa bed for Christmas, with a delivery date set for the 11th. I then received an email from the courier indicating a delay until the 18th. Now it's the 22nd, and our guests are forced to sleep on the sofa, not the one I ordered which still hasn't arrived. I've received no responses to my emails, phone support is unavailable, and there’s no live chat option either. Very unhappy with the service.
We ordered a mattress, a bed frame, and two bedside tables from the company and arranged for them to be shipped from one city to another. Unfortunately, the delivery took significantly longer than we anticipated, and a crucial part of the bed frame was lost in transit, rendering the bed unusable. We reached out to the customer service team via chat for assistance and were informed they would look into the missing component. Since that interaction, we have not received any follow-up, updates, or solutions. Despite our patience, the missing part has yet to arrive, and communication has been very lacking. This situation has been quite frustrating, especially given the prices of the items and the expectation of dependable service. Currently, we are left with an incomplete bed and no clear path to resolution. I would advise others to be cautious before placing an order, especially for deliveries to remote areas.
I ordered an item on 9/11/25 with a promised delivery date of 10/12/25. I received an email on 8/12/25 stating the order was dispatched, but nothing arrived on the expected date. It has been extremely difficult to reach the support team. They mentioned up to 10 business days for delivery after 8/12/25, which raises questions about the point of providing a delivery date. On 12/12/25, I finally got an email from the delivery service, indicating delivery would take another 5 business days, pushing it to 19/12/25. However, there has been no further communication. As of today, 19/12/25, I am still unable to contact either the company or the delivery service for confirmation. The customer service has been completely unsatisfactory, and I'm still without my product.
Misleading Delivery Information
If you're considering a purchase during the Boxing Day sale period: LOOK ELSEWHERE. I ordered a Charcoal Sierra Storage Queen Size Bedframe on 16 November 2025 from the company's website. At the time, it was stated that delivery would occur between 28 November and 6 December as it was a "pre-order" item. I had no concerns about this since I was traveling and would return to Melbourne on 26 November. Upon my return on 27 November, I received no updates from the company, prompting me to make an inquiry on 5 December. They informed me that my order was delayed until 28 December due to "unforeseen circumstances". While it was frustrating, I didn’t think much of it; until I checked the order status on 8 December, which showed a new restock date of 22 March 2026. Meanwhile, the company was still promoting the same bedframe on their website with a delivery promise of 14 December. I reached out through live chat, and to my surprise, the representative insisted on the 14 December delivery window, stating it was "subject to change due to stock levels". I confronted the representative with my order details and the new restock date of March 2026. In response, the company claimed that the restock date "could be earlier" and that their website might not accurately reflect stock levels. I reported this to the relevant consumer authorities with supporting screenshots because I am frustrated with the company's dishonesty in selling out-of-stock items and setting false delivery expectations. Although I doubt any action will be taken, the entire experience left a bad taste in my mouth. The company processed a refund for my order, but I couldn't just let this experience go.
I'm not the only one facing issues here. The customer support is terrible, and I'm still waiting for any update about my mattress ordered on November 21, while my son sleeps on the floor in our new home. The company's responses are always the same: "we're sorry, how frustrating," yet there's no solution. If you want timely delivery as promised, I would advise against ordering from this company.
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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.See more
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