100 questions from our users
I am currently trying to return my mattress but am struggling to get so much as a response from the company. Is there someone who can help with this?
I’ve just emailed them via their contact form, with the same intent. I’m reading a lot of reviews which say they are stalling on refunds. So the current pandemic must be a relief to a company which seems to NOT want to honour its promise of refund if the mattress does not work out. I’m going to ring the Salvos on Monday, to find out if its true that they have stopped collecting Ecosa mattresses due to the pandemic.
Please email email@example.com and we will get the return process started. Apologies for any delays experienced.
All returns of mattress returns are honored without question (provided the mattress isn't damaged).
I bought a king size mattress from you a few year ago and loved it. Very nice and firm for our backs. This time we ordered another Queen size one for another property and just touching it felt it is not the same quality as this one is very soft.
I understand that the mattresses were manufactured here in WA previously?? Is this now manufactured overseas and is this why the quality is not the same?
We are glad to hear that you enjoyed our mattresses.
Our mattresses are manufactured overseas, this has always been the case. The Queen mattress is likely to soften over time, as that is the nature of a memory foam mattress.
However, if you run into any issues please feel free to contact us at firstname.lastname@example.org.
I currently have the same issue. Ordered a king a few months ago and loved it, went to order a queen and it’s no where near the same! King is on the softest setting Queen is on the firmest and the king is still extremely more firm (which we prefer). Wondering if you ever got a solution or just dealt with it?
Received the mattress however on reading these reviews I am rethinking opening the box. Can I just return it please.
They give you a 100 night free trial, and if you don’t like it you can send it back within that time frame. Can always give it a go and see if you like it or not. For me it was a no, way to firm.
Matt is correct in the trial process. You can try it, and if it does not meet your preferences you are able to return it at no cost and for a full refund.
We do recommend that you give the mattress a try, however, if you are against it, simply email our great customer service team and they will be able to arrange a collection of your un-opened mattress.
I just received my ecosa queen mattress, and it's been an hour but it's looks lopsided and hasn't inflated fully.
It also is off the ground at the edges, is that how it's supposed to be ?
We also used the cutter and we're super gentle.... Can you pls advise what's wrong and what can we do ?
Hi, Chadni. Thank you for purchasing and Ecosa queen sized mattress. Our mattress normally takes a couple of hours to inflate but we suggest our customer to leave it for 10 hours to do its thing. If this issue has not been resolved yet, please send our customer support team an email at email@example.com so we could further assist you with this. - Ecosa Group
Anyone actually had the mattress picked up by the salvos? I have a faulty (Confirmed by ecosa) and very smelly mattress from ecosa that they said will need to be donated to the salvos. I’m wondering how this process works as it seems like many people have had problems. Also the mattress and topper stink!! A strong burnt plastic smell that had stunk out my upstairs so I am trying to get it out ASAP and get a refund.
Apologies for the delayed response. We donate returned mattresses to charity to help people in need. Can you please provide your order number so we can follow-up the collection?
Hi There. You say that it takes 2 - 4 weeks to get used to the mattress. I have slept on some mattresses that are perfect after 1 nights sleep (unfortunately in hotels in other countries) . If we are unhappy with the mattress after 4 weeks do we get a refund immediately or must we wait for 100 days before we can get a refund.? Thanks
From reviews I have read Ecosa encourages users to sleep on the bed for 14 nights before considering wanting to return it. It seems a lot of people have had problems with either getting Ecosa to take the mattress back or Salvos (who Ecosa donates the mattress to) refuse to take it as it has something as little as a couple of hairs on it. Having said that not everyone writes reviews and in my experience people will either write them if they are very displeased or very pleased.
I have not had to return a mattress but have found Ecosa helpful in my dealings with them.
I’ve emailed them before the 100 days and they try to push it to 100 days so they don’t have to refund you sadly :( they’ve done it to other people
Ecosa would not even lodge the request to collect and refund the mattress within 14 days. They said we need to wait 14 days to even make the request. Based on the service so far with the faulty mattresses we received I suspect that actually getting the refund is going to be extremely difficult. Collection by Salvos is also a long wait time and the mattress needs to be kept immaculate or they will not collect. Ecosa would not refund after a faulty mattress was received - they insisted on sending another mattress and then the trial process continues.
Hello, is the silica flame retardant cover safe (given all the reports and media coverage lately of the dangers of silica)?
Our mattress utilizes a form of fire retardation that is chemical-free. Our flame retardant element is a woven silica sock that sits just under the cover. In a fire, the sock melts on itself and suffocates the oxygen needed to fuel the fire. We are CFR1633 certified which means that the materials, components, and methods of assembly used for our mattress are compliant to the Standard for the Flammability of Mattresses and Mattress Pads 16 CFR 1632 and the Standard for the Flammability (Open Flame) of Mattress.
I'm in market to purchase a new king size mattress but your reviews aren't great specially when it comes to customer service.
How can i be rest assured that I'll get after sale service?
We can totally understand your hesitation. Ecosa is committed to providing resolution to our customers that will work for both parties involved. There are times that a resolution doesn't favor the customer and sadly, they are the reviews being left online in some cases. We encourage you to try Ecosa and experience it yourself. We have a Google rating of 4.9 out of 5. Our mattress is rated 4.4 out of 5 in productreview.com.au. Every customer's concern is an opportunity to learn and improve our service.
I purchased a king-size mattress from ecosa and I still regret it.
Their marketing of 120 days trial period is a scam and all negative reviews below support that.
After-sale service is none existent and they do not care less if you leave your feedback.
I had the same experience as everyone else, organised a collection of mattress and the Salvation Army refused to take it.
I took a day off for this and called ecosa support team, was on phone for over half an hour. I tried to explain my situation but no help.
They just follow the script.
Do not fall for their marketing gimmicks.
I am lodging a claim with VCAT and if a refund is not done in 2 working days, I'll raise it with my bank as a dispute.
Hi Ecosa, had my first night on my mattress last night, slept 7 hrs straight for the first time in a very long time! I am a side sleeper and woke up to sore shoulders, what can I do to rectify that?
We appreciate your recent purchase. The Ecosa mattress is built to be firm enough for great back support, also soft on your shoulders and hips. It allows the mattress to shape to your body and release pressure.
Your body will take 2-4 weeks to adjust and realign when switching to any new mattress. We suggest you use the mattress more and you may also flip the layers around if needed.
How on earth do I zip up the cover after taking it off for washing?
You can fit the outer cover back to the foams of the mattress and zip it all the way through.
You can run a candle or rub a pencil tip on the zipper teeth. If you're still having issues after, please email us at firstname.lastname@example.org for further assistance.
We received our Ecosa King size mattress today, and unpacked it according to instructions. However, despite the instructions indicating to allow a few minutes for the mattress to rise from the unpacking, it still has yet to come into shape after a few hours. We are reluctant to lie on it until it fully comes to shape. Has anyone else experienced this also? If so, what do you suggest we do?
I don't think this is normal so I would contact Ecosa asap. They seem like a pretty good retailer and from what I have read they value their name and reputation and I do not doubt that they will exchange the mattress and cover all freight costs. Good luck and I think you will enjoy your mattress eventually.
thanks Snoozles, so far it is almost 100% risen to shape. However, there is still a very slight buldge on one side of the mattress which has yet to take shape. Will wait for another day to check before finally using it.
Apologies for the delayed response.
The mattress will continue to settle with continued use. Please email us at email@example.com with your order details should the mattress still has not changed.
Do I need to use a mattress protector on my ecosa mattress
Hi Bee R,
The Ecosa mattress comes with a waterproof inner cover and a removable outer cover which is machine washable but you can still use a mattress protector if you wish to. :)
Would your double bed mattress fit a frame with measurements 120xH x 150cmWx 204cmD?
Our double size mattress measures 138cm X 188cm X 25cm (W-L-H).
I'm afraid that the measurements are a little off. :(
Is the 15 yr warranty still valid if you buy 2nd hand? I have the original owner's receipt (it's digital though)
Sorry, but the warranty is for the benefit of the original purchaser only and is not transferable at resale. You may visit our website https://www.ecosa.com.au/warranty for reference.
Well it looks easy to put up but on my own at 66 it was close to heart attack material. So it's on the base. Pretty hard but instructions say it is set at medium. So do I leave it the way it is as do not want it harder. Do I need to unzip? Or just leave it zipped up? Have no more energy and now disappointed it's going to be too hard
That was my first impression as well...thinking it was too hard but after laying on it for few nights soon realised that it cushions your body and doesn't feel hard after all . This is referring to Medium and yes, leave it all zipped up
The mattress will soften over time with continued use. The longer you sleep on the mattress the more the gel memory foam will study and contour to your body shape and sleeping style. :)
We have had a tempur matress for the past 11 hrs so it's now time to change. Does ecosa compare?
Thank you for your interest in Ecosa. Honestly, it is difficult to make a direct comparison as there are so many options in the Tempur range but previous customers have suggested that our mattress sits partway between the Tempur Original and Tempur Cloud but closer to the original.
Ecosa is built as a medium firm mattress. Ecosa also offers three levels of firmness which are adjustable at any time by simply flipping the layers, we also offer a waterproof inner cover and chemically free fireproof cover. Our mattress is built to be firm enough for great back support, also soft on your shoulder and hip. It allows the mattress to shape to your body and release pressure. :)
I bought ma mattress last week. I really like it, however the smell is so strong, felt like someone did wee on it. Its a week already and i could still smell it. What I should do?
Like with any new product, there may be a mild scent for a few days, but it should fade away quickly.
We recommend you take off the bedding during the day and leave your door and window open to air it out. You can also wash the mattress cover to get rid of the new mattress smell faster. :)
When are you going to make a sofa?
Thank you for your interest.
We don't have any plans of producing sofas yet but you can check our website from time to time for updates. :)
Im not happy with your spruiking prior to receiving the mattress, not happy with the messing around to receive it (payed 26 Dec 2018, arrived 5th Feb) you blamed courier, i reckon you didnt have stock in country.
Next, if its set for medium, you must have had "Thing" from Fantastic Four as your product tester. Its horrid. We slept half a night on it and its ruined my already sore back. Ive got two slipped disks and never had a problem on our QS Tempur which is "firm". the Tempur is awesome, you sink into it nicely but it supports perfectly.
Worst of all, we missed the sale to get $1000 of a KS Tempur because we believed your spruiking, and because it took so long to arrive, we now cant get that price.
Im going to request it is refunded immediately.
do your reviews get created by bots, people who ran afoul with a medusa, or Wombats? Ive no idea what sort of reasonable person would leave 5 stars for an experience akin to sleeping on a concrete slab.
My son who is over 100kgs is looking for a mattress that definitely does not make him hot,he wants one that is cooler.Can ecosa guarantee this mattress to not make him hot.
Its only hot if the matress protector it comes in is still on it. Take that off and you'll be good :D If your son is obese then yes this is a great bed for him. He needs a hard bed to support his weight. I am a ladies size 12 and usually sleep on a medium bed and its rock hard to me. Ive had mine for over 6m now and its never softened past being rock hard
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