Avocado Green Mattress

I purchased an Avocado Green Mattress (King, with frame $4,044.88) in December 2021, attracted by their 25-year warranty and organic marketing. Within approximately 2 years, the original mattress developed significant sagging and body impressions.

Avocado approved that warranty claim and sent a replacement. Now, the replacement mattress has failed with identical defects - body impressions measuring 1.5-2.0 inches causing severe back and neck pain.
Despite providing extensive documentation per their warranty requirements - photos of body impressions exceeding their 1.5-inch warranty threshold, tape measurements showing 2-inch depressions, proof of proper bed frame support (their own Avocado frame), and everything they requested - Avocado has refused to honor this valid warranty claim. Instead, they've demanded endless re-documentation, claimed my photos weren't sufficient, and insisted on a third-party virtual inspection despite having all required evidence. Their final response: "Avocado respectfully decides what documents are sufficient" - translation: we're denying your claim regardless of the evidence.
Two identical mattress failures in 4 years suggests serious quality control issues.

Both were used on proper support with correct maintenance. The warranty clearly states coverage for indentations 1.5 inches during the first 10 years with full replacement.
After weeks of stonewalling and a BBB complaint, I've been forced to consider legal/arbitration action just to get them to honor their warranty.

Save yourself the money, frustration, and back pain - their "25-year warranty" is meaningless if they refuse to honor valid claims. Buy from a company that actually stands behind their products.

My wife and I were considering purchasing a new mattress and wanted something without chemicals that was a bit luxurious. We did a ton of research and were just about ready to pull the plug on an $8k mattress from Avocado.

However, before we spent that kind of money, I suggested we purchase a set of their sheets to see if the quality was as good as they say it is.

To say the sheets were comfortable is putting it mildly.

Honestly, they were the best sheets we've ever owned and we were so happy with them, until...

A few months later, I started noticing my back was uncomfortable, and upon closer inspection I noticed that the fitted sheet was starting to pill. Very strange for cotton and we have purchased plenty of high thread count cotton sheets over the years from various manufacturers and have never experienced this.

We have an LG Signature washer and we only ever washed the sheets by themselves on the delicate cycle using cold water, with no fabric softeners (pretty much the best, most gentle way you can wash anything).

I called Avocado to explain what was happening and the person I spoke with was very nice, but told me that because we were beyond the 100 day trial I would need to deal with their support/warranty department which is only accessible via e-mail. Uh oh. You mean I can't actually speak with someone when there's a problem with your expensive products?

Nope.

I was told I would probably need to submit photos but someone would get back to me within 48-72 hours. Today I received an e-mail explaining to me how wool, cashmere, and mohair often pill and I should buy a pill comb off of Amazon to take care of the problem.

I responded that these are cotton sheets and using a pill comb would ruin the sheet even further. I also explained how we washed the sheets, and included the photos I took of the issue. I requested a new fitted sheet as a replacement and awaited a response.

This is the response (and yes, I directly copied and pasted, so the spelling error is exactly how it was sent).

"Thank you for your repsosne, Our warranty is limited and specific, it does not cover defects caused by washing.

I know this is frustrating however using a fabric softener or changing up the type of detergent you use could help. Some detergents use enzymes to help clean clothes, and one enzymecellulasecan help loosen and remove pills in the wash."

I responded again asking how using the delicate cycle on cold with no fabric softener could cause a defect in their product, especially when it has never caused a defect in any other sheets we have ever purchased, nor any of our clothing.

No response.

I am so glad that we didn't purchase an additional set of sheets, and really happy we didn't spend all that money on one of their mattresses. They are fantastic during the sales process but if you ever have an issue with anything, you're out of luck.