Ecosa Mattress

Regarding refund and Customer Complaint Penrith Store Order No AUOR00959107, original refund request was on the 24th of October 26 and had to go back into the store on the 6th of November 26 to talk to staff regarding the refund that had not been refunded. Subject: Formal Complaint: Unacceptable Customer Service and Unreasonable Refund Delay –… Read more

Penrith Store

To Store Management / Customer Service Team,

I am writing to formally lodge a complaint regarding the appalling level of customer service my wife and I have experienced at your Penrith store, as well as an unacceptable delay in processing a refund.

Initial Visit – 23 October 2026 My wife and I visited the Penrith branch looking to purchase a mattress and pillows. The female sales assistant who served us was completely uncooperative, giving us the distinct impression that our inquiries were an inconvenience. When we asked for guidance, she walked us over to the display, told us to try them out, and stated, "If you like it, purchase it; if not, that’s OK too."

Despite explaining that my wife is a back sleeper and I am a side sleeper, she offered zero professional advice, stating simply, "Whatever you’re happy with, you purchase." Relying on our own judgement, we purchased two side-sleeping pillows.

Exchange and Refund Request – 24 October 2026 Unsurprisingly, the side-sleeping pillow was unsuitable for my wife. We returned the following day to exchange it for a back-sleeping pillow, processed a refund for the price difference, and purchased a mattress. We were informed that the refund would take 5 to 10 business days. While a standard refund typically takes 2 to 3 days, we accepted this timeframe in good faith.

Follow-up Visit – 6 November 2026 Two weeks later, the refund had still not appeared in our account. My wife and I returned to the Penrith store to resolve this. A male staff member assured my wife that he would contact head office immediately to ensure the funds were released that day.

However, later that afternoon, we received an automated email stating the refund would take another 5 to 10 business days. Having already waited two weeks, an additional delay brings the total wait time to nearly five weeks for a simple store refund. This is completely unacceptable.

Furthermore, during this visit, my wife politely asked the same male staff member to clarify the discounts applied to our mattress and pillows. Rather than answering constructively, he proceeded to lecture her aggressively for nearly five minutes. The disrespect was so blatant that I had to intervene and tell my wife we were leaving, as staff were clearly dedicated to misunderstanding her.

During our time in-store, we also observed another female staff member sitting at the counter idle while the store phone rang out three times to voicemail.

Lack of Communication Following our departure on 6 November, I called your office to raise my concerns regarding the additional two-week delay. The call went to voicemail, where the greeting explicitly promised a prompt callback. Three days have now passed, and no one has bothered to contact me.

Required Actions The level of disregard, condescension, and inefficiency displayed by the Penrith team is inexcusable. I expect the following matters to be addressed as an urgent priority: Immediate processing of our outstanding refund, with written confirmation and a transaction receipt provided. A formal explanation and apology regarding the conduct of the staff members at the Penrith store.

I am available at any time to discuss this matter and expect contact without further delay.

Yours faithfully,

Phone: 0418 618 531

This is more a customer service complaint, but 100% if you are ordering for the next day delivery don't expect anything special. I filled my address out properly and tracking didn't update. I msg chat to fin out what's going on and they kind of stalled all day and just before the final delivery time they told me they had a error and will deliver… Read more

in on Monday. I ordered on Thursday as I was moving to a new house on Friday and not taking my bed as it was time to upgrade. My main issue is, at no point did they reach out after this supposed error. It was for me to chase. They do deliver in Saturdays for a fee and after waiting all day you think they would comp me with atleast a Saturday delivery. Instead I've been ghosted on the live chat since 6pm. I really honestly after watching there adds and videos realised it's all just fancy marketing this company really couldn't care less. I fail to understand if next day delivery is your whole marketing strategy they could be so unwilling to reach out when a issue first came up even though the tracking and everything suggested it was coming. Just absolutely no effort and had I if gone to IKEA or anywhere else I would have a mattress by now. If you actually want the quick delivery maybe consider your options.

Very comfortable mattress. High quality. Had quality sleep. Highly recommend Show details ·  2

I'm finally enjoying a good night's sleep .. thanks to my Ecosa mattress. Show reply

BEST PURCHASE FOR SLEEP!... Purchased mattress with adjustable base..... is soooooooo good...great sleep...will be buying more from here!!! BUT BUYER BEWARE! RE: ADJUSTABLE BASE- ...everything is self install....as per ECOSA instructions-realised post delivery "need 2 to 4 people to install bed base!!!!!!" I was not aware!!! Show details ·  1

It took a few nights to work itself out with respect to firmness/softness, but since then I have felt great. Also the box having wheels is really helpful. I wish the edges didn't sink so much when you put weight on them, but that's just a thing about non-spring mattresses in general. Show details ·  1

I’m really happy with my new Ecosa King Single mattress. The quality is excellent, it’s comfortable to sleep on, and it feels well made. It provides great support while still being comfortable, making it a great addition to the bedroom. The King Single size is ideal, offering plenty of room to sleep comfortably without taking up too much space.… Read more ·  1

Overall, I’m very impressed with the quality and comfort and would happily recommend Ecosa to anyone looking for a new mattress. Great product and a great experience!

I have been living with a back sore for sometime and was in search of a good mattress. Since ecosa, i haven’t experienced back ache at all. It is amazing and all worth the money. Show reply

Two Ecosa mattresses over 8 months - persistent support and spinal alignment problems I really wanted to like the Ecosa mattress and gave it a genuine chance. After eight months, however, I can't recommend it. I spent the first six months on my original mattress, primarily using the Medium and Medium-Firm configurations. I consistently… Read more

experienced significant hip sink and poor spinal alignment. I'd wake up feeling as though my back had been contorted or twisted during the night.

Initially, I didn't even assume the mattress was the problem. I suspected my bed base and purchased a bunkie board to eliminate the possibility that the slat spacing was contributing. Unfortunately, the problem remained.

I contacted Ecosa and was initially refused a refund or replacement. I eventually pushed for a replacement because I genuinely wanted to give the brand one final chance.

I then spent another two months with the replacement mattress, experiencing essentially the same problem.

Medium and Medium-Firm again resulted in excessive hip sink and poor support. I even tried Firm, hoping it would provide the support I was missing. Instead, it was too firm, created significant pressure points, and still didn't give me the feeling of proper support and alignment I was looking for.

So after eight months and two mattresses:

Medium / Medium-Firm: excessive hip sink and poor spinal alignment.

Firm: excessive firmness and pressure points without resolving the underlying issue.

At this point, I don't believe this can reasonably be attributed to simply choosing the wrong firmness or not giving the mattress enough time. I spent six months on the first mattress, modified the bed base, tried multiple configurations, contacted Ecosa and then spent another two months testing an entirely new mattress.

The financial cost

This has also been an expensive experience. I purchased the Ecosa expecting a long-term investment in my sleep, only to end up with two mattresses that have essentially produced the same problem. I've also spent additional money on the bunkie board while trying to eliminate other possible causes.

I'm now potentially facing the cost of another mattress after already spending a substantial amount trying to make Ecosa work.

What frustrates me most is that I genuinely wanted to believe in the product. I looked for other explanations, changed my setup and accepted a replacement because I wanted to give Ecosa another chance.

Ecosa puts significant emphasis on ergonomic support and spinal alignment in its marketing. My experience was unfortunately the opposite. I repeatedly experienced my hips sinking in a way that left me feeling physically misaligned and significantly worse in the morning.

I can't speak to Ecosa's internal manufacturing decisions, but as a customer, I ultimately felt that the product prioritised configurability and marketing over the consistent structural support and spinal alignment I actually needed.

Going forward, I'll be investing my money in a company that prioritises quality materials, long-term structural support, pressure distribution and spinal alignment.

After two mattresses and eight months, I will not be purchasing from Ecosa again.

I'm sure Ecosa works well for some people, but based on my experience, I cannot recommend it to anyone looking for strong, consistent support.

Very comfortable but looks/feels a bit flat vs a usual mattress after letting it fully expand. Also the amount of emails I get from Ecosa each day is insane. Which is the primary reason I am now leaving this review. Show details

I’m having spine issues since I use this mattress. I bought 2 at a same time however have not open 1. Firm side is too firm and soft side is too soft. I bought king size 3rd mattress few years back which is awesome. Show details

Absolutely satisfied with Ecosa. I love this mattress so much! From the very first night, I noticed the difference — it gives great support without feeling too hard, and I wake up feeling refreshed instead of sore and tired. No more tossing and turning all night. Easily one of the best purchases I've made for our home. Show reply

Perfect mattress, best one to have and own. Comfortable and durable for sleeping. Highly recommended for people looking for high quality mattress and perfect sleep, matches my sleep position preferences when purchasing the mattress. Show reply

Was sceptical about these mattresses but decided to give them a go as I hated a mattress I bought 2yrs ago. I would have shoulder and hip pain everyday. I bought 2 long single medium/firm to replace my king as I would also disturb my partner during the night. Took a few nights to get use to the mattress but they have made a huge difference. No… Read more ·  1

pain and I'm getting such great sleep. The only disappointing thing was I got 20% off and the next week it was 30% off! Highly recommended.

I was a bit skeptical about ordering a mattress online but I’m glad I did. It was promptly delivered and it’s proving to be really comfortable so far. In the month I’ve had it I’ve noticed my back hasn’t been aching as much as it used to. Show details ·  1

We switched to Ecosa mattress and immediately we noticed and felt the difference. The firmness is adjustable which we really liked and the comfort and overall quality is topnotch. Highly recommended! Show reply

We originally bought the Ecosa Original but returned it and switched to the Plush King. So glad we did! It’s much more comfortable for us and a much better fit for what we wanted. Really happy we made the switch. Show details ·  1

Packaging was pretty banged up. minor dent on headboard. Setting it up was easy. The absolute masses of unrecyclable foam are filling my house. Seriously how do I get rid of it? Show details ·  1

We bought this for our daughter's bed and honestly, I'm half tempted to swap beds with her. It's so soft and comfortable, easily one of the best mattresses I've tried. Delivery was ridiculously fast too, it arrived less than 24 hours after we ordered. Couldn't be happier, highly recommend! Show details ·  1

Quick delivery, easy set up and the firm setting is perfect for back and side sleeping. As a person wirh scoliosis and lower back pain this mattress has proven to be very effective for a gr nights rest. Show details ·  1

Simple instructions made it harder for us to put together but once you know what to do it’s easier. Mattresse so far is great. Bed head pillows aren’t as fluffy or good looking as I’d like. Show reply

We bought the Ecosa mattress in the plush edition and it has been the best sleep ever! The memory foam material helps you sink in and and it’s like sleeping on a cloud but like it’s firm enough. A little pricey but for what you get would reccomned 10/10 Show details ·  1