Ecosa Reviews 395

Friendly delivery driver who bought box into the bedroom with best suggestions for opening

Ecosa sent the wrong bed part and has dragged this out for weeks despite me providing photos and details multiple times. Instead of fixing their mistake, they keep making new demands to delay replacing it. My elderly mother is left without a bed because of this. The matter has now been escalated to the Queensland Office of Fair Trading due to their lack of action.

Very poor customer service. Would not recommend.

buyer beware. have just lodged a complaint with the accc. half a delivery, no way to contact them, and lie after lie from their chat bot customer service. ai would encourage everyone having an issue to lodge a complaint to hold them to account.

Ecosa Nimble Sofa Bed

Product quality - Poor

As a mattress it was comfy enough. The Wooden side panels are decorative only and provide no structural support to the lounge. The screws that hold the metal foot to the wooden panel are too short and will pop out under pressure (when a small-medium adult sits on the lounge). This means you can not actually lean against the side or back of the lounge and have any decent support.

Purchasing - the item was not in stock at the time of purchase, but we were okay with that. When it was back in stock we were give a deliver date 1 week later than when we needed the lounge. We could have canceled our online order for a full refund, then reordered and received next day delivery though. We contacted Ecosa to ask if we should do that, we were guaranteed delivery in 1-2 days. Every time we contacted Ecosa after that they were unable to confirm delivery or contact the delivery service. The sofa bed arrived 1 week after we needed it.

Delivery - Ecosa webiste says they will deliver the item to your door or the room of your choice at no extra cost. The delivery service refused to take the boxes 5 meters inside our house to the lounge room.

Customer service for returns - We were given 2 choices, repair the defective parts, or return under the 100 free trial. Ecosa 100 night free trial is either not advertised well, or hidden in very fine print, that you only ever get 1 trial per household. I did not want this style of lounge because it had no structural support. I went with the 100 free trial return. Then Ecsoa insisted on receiving photos of the defective parts before processing the refund. They made the return process more difficult requiring evidence from 1 policy, while also imposing the restrictions of the other policy.

We will not be buying any other lounge/sofa bed from Ecosa, and will be telling as many people who will listen about the poor customer support and misleading advertising.

****** Edit - Response to Ecosa Comment below*****

Delivery - I am in Brisbane, so your next day delivery (or even up to 5 business days in my case), would have been sufficient. Instead we were given misinformation and delays.

Your recommendation of putting the sofa bed against a wall - I just went and checked your website. All the photos show the sofa bed freestanding in the middle of a room. Not a single comment on the entire product page talks about wall support.

Your response is another example of poor customer service:
1. I know I was eligible for next day delivery and into the room, but instead of addressing that, you talk about remote areas (irrelevant info)
2. You say recommend placement is against a wall. But that recommendation isn't anywhere on the product pages. You haven't said how you are going to fix that. Will there be new product photos, videos, descriptions, care instructions that make that clear to potential purchasers?

Ordered a bed frame that was in stock and would be delivered in a few days. Ended up coming 5 weeks later after multiple delays, while we were on holidays over new years. I contacted Ecosa multiple times that we would be away and it needed to come another time, they were extremely unhelpful and unapologetic. It ended up being left at our house not in a secure place and in the weather for an extended period until we returned home. Ecosa ghosted us- not at all interested in any customer service. The product is also of poor quality. Would never buy again!

Delivery app advised that delivery was going to be around 9.30 am
It didn’t occur until about noon

I ordered the rise bed frame back in August 2025. Immediately upon delivery the bed was squeaky, already unimpressed it got worse and worse until I reached out to ecosa for support. The noise issue is so bad that even a movement of a finger will cause a loud creak/squeak noise, not something you’d expect from a bed frame over $1500. Ecosa have taken several days, sometimes weeks to reply to emails. It took 3 months for them to come to the conclusion that the frame is not up to standard and offered a fix by sending out some screws that stop the frame touching the wall behind it (not even the issue I’m experiencing). Unfortunately this review is my only attempt to get a refund for the obviously defected product.

Product quality is bad and customer service is even worse. I bought one of their most popular bed it was supposed to made by solid ash wood. I opened the box only to find that the 6 bed legs that support the base are all made by metal and plastic. After one night, one of the six legs was already broken. The plastic snapped because it was not designed to support the weight. I contacted support, and I received a replacement leg one week later. The leg was mailed from the factory in China. When I replaced the leg, I found that all 6 legs were broken - the same issue with the snapped plastic bit. I contacted their support again, and the only response I received ever since was that their product team is reviewing the case. It has been almost a month, and the issue is not resolved. I'm scared of sleeping on the bed, thinking it will collapse without the center leg support. No one answers the phone call from Ecosa, the voicemail says to contact online chat. When I went to online chat, no one answered. I want to share my disappointment here so you don't have to face the same thing I have.

Very easy purchase. Everything went to plan. Would recommend ecosa.

Everything shipped quicky and arrived packaged well.

I ordered their firmest mattress and a thick soft topper which have held up very well over the last 6 months. I did find the mattress a little too firm at first but now it's comfortable for me and my back problems.

I bought the product online on Monday 5th January @7pm and delivered very fast at Tuesday 6th January @ 4pm fantastic! Delivery men were very good too

Zen Bed Base doesn’t align in screw holes. Paint finish interior not good. One frame had raw wood piece sticking up.After endless emails and photos they finally sent a replacement….the entire interior of the bed base in 2 large boxes. I asked if they can collect to return as I don’t need but not interested. I was told to keep so now I have to dispose of a complete interior slat set up of the Zen Bed Base. EM Freight delivery just deplorable. Tracking system is a sham. Will never buy furniture online again.

I bought a some pillows, a mattress, bed frame and sofa bed on the 27/11/25 thinking that that would give Ecosa plenty of time to deliver before Xmas… how wrong was I!
I received my 2 pillows within days (sent using Australia Post), was told mattress had been dispatched to courier (EME freight) and I would receive it 5/12/25… nup… after many phone calls and about 5 online interactions (emails/chat) still no mattress and it is now 4/1/26. They continue to say we have escalated this issue and will get back to you with a result, saying that they are waiting to hear back from the freight company. I contacted the freight company direct who called me back and said they would be delivering the mattress on the 2/1/26, so I rushed back from my few days away early so that I would be home to receive it, however guess what? You guessed it - it never arrived… surprise surprise. It is now getting beyond a joke. I have more guests arriving tomorrow and desperately need any or all of the items as I have just moved into my new home after losing everything in bushfires 6 years ago. So it’s not like I’m replacing anything - I’m actually starting over.
As for the bed frame and sofa, it’s finally back in the country and has been dispatched and says that I will receive it 7/1/26. Which is not helpful for my guests arriving 5/1 and if I’m honest I seriously doubt that anything will ever arrive at this point!
Do not buy from this company if you actually want to see your items anytime soon.
So so so annoyed. Ecosa, you need to do better.

We paid for express delivery in order to receive by 6pm in the same day. However it only arrived after 8pm which we had to cancel our plan that night and waste our time waiting for the bed. Very disappointing and I think we should get the refund for the express delivery fee.

The online shopping experience was great but the delivery experience for the mattress ruined it.
D.O. No.: AUOR00769298-AUDE00884093#C01

1st delivery attempt:
I thought this attempt was good and fair. I was given a text message notice ahead of time, and a call 20 mins beforehand. Unfortunately I was stuck in traffic and missed the delivery by 8 mins. The driver i talked to suggested that I can schedule a redelivery since they're not allowed to wait too long, which i thought was fair enough. This is where it all started going downhill.

2nd delivery attempt:
I received a message to call or message the number to rearrange another delivery. I tried calling but the number did not allow calls to go through, so I messaged it with my next availability. I received a confirmation reply. I further messaged if it's possible to receive the delivery in the afternoon since i wasn't available in the morning. There was no response. I sent a message the next day to try to follow up and ask for a delivery time window, I received a generic response, but no delivery time window. On the day of if the delivery, I received a call from the driver saying he'll be there in 20 mins at 9.40, I was not ready for this delivery so I couldn't get there in time so I had to tell them i couldn't make it. At 9.58, i received a text message notifying that my delivery will arrive at the delivery time window of 10am - 1pm.... Thanks i already missed it.

3rd attempt:
I messaged the number to try to arrange another delivery since i still couldn't call through. I also asked if it's possible to send the update earlier so I could prepare in advance for the delivery. i was replied with a generic message as well as told that it will be done on the day. i thought the expectations weren't realistic, since this meant we would need to free up our whole day just to receive a delivery especially when I told them that it'll take us 40-50 mins to get to the location. On top of this, they weren't able to tell me if it'll be in the afternoon or the morning. So I had to problem solve it myself and ask when they start their delivery runs so I know what time i have to be there in the morning in the case i get a surprise call in the morning again. I was told they start at 10am so on the day of the delivery i made sure i was there at 10am.
On the day of the date, I messaged to ask for a delivery time window since it was the day of intended delivery. They told me they were unable to provide me a delivery time frame when clearly, in the previous messages it mentioned one will be provided. they had to estimate one for me since it was up to the schedulers. At 1.19pm i was finally given a delivery time frame of 6pm -9pm. I was a bit sceptical since you guys close at 6pm but an update was better than nothing. at 8.51pm I messaged the number asking if there were any updates, none was provided. At 9.42pm I received a call from the driver telling me his eta was 10.30pm so that he won't be able to make the delivery so he'll bring it back to the warehouse. I was made to wait from 10am -9.30pm for a scheduled delivery that never arrived because of poor communication from your end. On top of that, the reason for the failed delivery was due to "unavailability," I made my entire day free just for this to be the reason, this felt like a slap in the face, unacceptable!

4th attempt:
i messaged the number to attempt another delivery. There was some back and forth and better communication but we landed on another date, 17th dec. There had been no communication to the lead up of the delivery about a delivery time frame, so I had to make myself available at the location from 10am. my partner helped me to ask about it since I was a bit busy, they told her that the order was not ready to be delivered and it'll arrive tomorrow, she was also told that the package may be lost since they can't locate it?? i followed up by messaging the number and including the screenshot of the message. They replied that the order wasn't ready to dispatch but may be available in the afternoon. This was fine but you need to improve on your communication of morning/afternoon deliveries to avoid confusion. Later I finally received a text for a delivery time frame of 2pm -5pm. The delivery had finally arrived at 2.43pm and I had reduced a call from the driver. However, the box was broken. The tape at the opening was falling apart, there were holes and rips near the bottom of the box, the mattress inside looked like it was going to fall out during the delivery. the box was also really dirty where it left a black mark wherever it laid.

Overall, a horrible delivery experience!

Update: I received a delivery for the bedframe on 2nd jan, Imran was professional and the team gave well informed updates so this had made the experience better, but it doesn't make up for it.

Efficient and professional delivery team. The bed assembled easily. We purchased the Rise bed frame with the cooling mattress. We both found the mattress extremely comfortable.

I chose to buy an Ecosa bed frame after a lot of research. It shipped very quickly, but arrived several days before the tracking estimate - not so bad, but the company left it across my front door and it took me a good 15 mins of hauling the boxes to be able to even get in the door. It arrived without legs and I can’t put the bed together without them. Customer service via the bot has been so slow, two weeks so far and having sent all required evidence I can’t fathom why a set of legs cannot be sent out now. Still stuck sleeping on the floor on my mattress, thank goodness I didn’t need a mattress from them too. The product seems like it will be good, but the customer service is terrible. I had planned to buy more if this bed worked out (another bed and linen) but I won’t do that now, never again.

Do not purchase from this company.
Zen bed frame ordered 28 Nov 25 based on delivery timeframe for regional NSW of 3-10 days. Tracking # issued by EM freight on 29 Nov with delivery estimate of 11 Dec. Outside the timeframes promised, but still well before I needed the bed so no real alarm bells at that stage. Heard nothing further.
Sent a message on 11 Dec asking where it was up to as the tracking showed no movement since 29 Nov. Was advised that it had been picked up from the Sydney warehouse some time earlier but they would follow up and get back to me. Heard nothing back from Ecosa but it miraculously appeared on the EM tracking as being picked up on 11 Dec. Few more entries showing it being scanned at the "Sydney" depot over the next few days then it was scanned in Wollongong, before being sent on to Wagga on 17 Dec, which is 2 hours past my place in the wrong direction.
Followed up again with Ecosa on 23 Dec. Reply sent 25 Dec (?) to be told - "Regarding the delay in Wagga Wagga, your bed consists of three separate parts. We have been waiting for all components to be scanned together to ensure the full order is delivered at once. Currently, the courier has successfully scanned two parts and is awaiting the final scan of the 1 remaining part before it can be loaded for the final leg of the journey to you."  Why wouldn't all 3 boxes be sent from Ecosa together? Last scanned 24 Dec still in Wagga.
Unacceptable delays, poor communication, still no bed which was required for visitors staying over the Xmas/NY period. Since it is no longer needed I will be seeking a refund and they can get it back from Wagga themselves. If they refuse to refund I will refer to Fair Trading.

Chat Service email Service advice understanding customer service range of products practicality of product products support in ordering for two different households and still gaining discount everything even delivery helpful easy on time top communication stop reading just get whatever you’re thinking about getting

I ordered my sofa bed on 25/11 and it said the estimated delivery date would be between 23/12-28/12. Fast forward to 23/12 the delivery date got postponed to 24-29/12. Each day I’ve checked, the delivery date has been postponed. It is now 31/12 and the website tracker tells me estimated date is 01/01/26-11/01/26. I wouldn’t be surprised if it was delayed further. I was happy to wait but this constant adjustment of delivery time without ANY notification or explanation is quite frustrating. If they originally told me a later date I would plan for it accordingly. But I now have an apartment and no sofa for my guests to sit on. I thought I read reviews prior to getting the sofa bed but I must’ve missed the trustpilot reviewers because I see that I am not alone. Don’t even get me started about talking to their customer service bots.