The process online was easy and the website informative. The option to pick delivery was awesome, EXCEPT that didn't mean anything. I selected the 10-2pm window and rearranged work to be here. The... See more
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Review summary
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The sofa itself is quite firm, which may suit some people. However, there is still a very strong chemical smell even after 1 week, making it uncomfortable to sleep on as a sofa bed. The throw cus... See more
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We bought an Ecosa mattress and their Zen bed. The mattress arrived before the bed did as the bed wasn't in stock, which didn't worry us unduly but might have been a problem for others. The mattress... See more
Company replied
Update: Ecosa sent me a replacement. So they ultimately stood by their product, increased my star rating. I wish I'd read the reviews here before purchasing. I bought a bamboo duvet cover after m... See more
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Company details
Written by the company
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.
Contact info
Australia
- ecosa.com.au
2.9
Average
395 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 94% of negative reviews
Typically replies within 1 week
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Zen base faulty
I ordered the Zen Base and discovered a manufacturing fault in one corner where the holes and screws don’t align. The bed can’t be assembled, leaving me without a bed and sleeping on the couch while waiting for an investigation to start, where I have no idea now long it will take to replace. I expected better quality…
30 December 2025
Unprompted review
Reply from Ecosa
Hello Jess,
Thank you for reaching out and letting us know about this issue. We sincerely apologise for the inconvenience caused by the manufacturing fault with your Zen Base. We completely understand how frustrating it must be to be unable to assemble your bed and have to sleep on the couch while waiting for a resolution.
We’ve sent you a direct message requesting further information, including your order number, so we can investigate this matter promptly and assist you with a replacement or solution as quickly as possible.
We truly appreciate your patience and understanding, and we’ll do our best to resolve this for you.
Kind Regards,
Meysi
Senior Customer Support
Reply from Ecosa
Hello Franco,
Thank you for your feedback! We’re glad to hear the delivery was quick and that the driver was helpful and friendly. We really appreciate you taking the time to share your experience.
If there’s anything else we can assist you with in the meantime, please feel free to let us know.
Happy Snoozing,
Carl
Senior Customer Support
Terrible customer service ordered a month ago
I am so disappointed I just have sent 30 emails and they promise to check the order but then I never ever get a reply. I have no idea what to do now except contact the ceo as the order isn’t here. I received one part by Auspost and am waiting the the rest. I move house in one over week what on earth is the courier supposed to do if no one can be contacted. I orders this at the beginning of December after using them before. The product is amazing the customer service is appalling - I don’t recommend it.
Please update me on the following order
Order Reference Order Date Carrier
AUOR00773819 01/12/2025 EM Freight
1 December 2025
Unprompted review
Reply from Ecosa
Hello Nancy,
Thank you for reaching out and sharing your experience. We sincerely apologise for the inconvenience and frustration this situation has caused. We completely understand how stressful it must be, especially with your upcoming move and the difficulty in coordinating the delivery.
Upon review, it shows that your remaining order was successfully delivered yesterday. We understand that receiving only part of your order and having limited contact with the courier can be very frustrating.
Please know that we are continuously coordinating with our courier partners to ensure deliveries are completed smoothly, even when customers are unavailable.
We truly appreciate your patience and understanding and are committed to resolving this for you.
Kind Regards,
Meysi
Senior Customer Support
VERY comfortable and great value! Doggo Tested and Approved!!
I used ChatGPT for around 2 hours at night to find the best mattress for my back issues, and this one was the one with the best feedback for keeping firmness over time, very comfortable, and great value!
I had now hurt my back and, as a happily single bloke for a while now, a downsize was long overdue.
So, I got the king single and there is plenty of room for me and my two small dogs, and it REALLY is super comfortable!
PLUS it was delivered the next day.
I got one night's sleep in it, and then I had to go to the hospital for emergency surgery.
I told the physio in the hospital that I'd bought an Ecosa mattress and she said that's what she's got!
After coming home from a traumatic hospital visit, and a lot of pain, I really am so grateful to have this mattress now, and since I got out of hospital on Christmas Eve, it has been wonderful to sleep in.
15 December 2025
Unprompted review
Reply from Ecosa
Hello Jaq,
Thank you so much for taking the time to share your story with us. We’re truly touched by your experience and are grateful you chose Ecosa during such a challenging time.
We’re so glad to hear that the mattress has been providing the firmness, comfort, and support you were looking for, and that it’s been helping you rest better, especially after your surgery. Knowing that it’s made a positive difference during your recovery means a great deal to us. It’s also lovely to hear that even your physio is an Ecosa fan!
We wish you a smooth and steady recovery and many more comfortable nights ahead, shared with your two small dogs. Thank you again for your trust and for sharing such meaningful feedback with us.
Happy Snoozing,
Meysi
Senior Customer Support
Terrible customer service
I ordered my mattress under the assumption it would be delivered in 2-4 days. I waited 22days. The online customer support is basically just a bot service. Don't bother ringing their customer service telephone as it is never answered. Ecosa are clearly selling mattresses that they do not have stock to cover.
24 December 2025
Unprompted review
Reply from Ecosa
Hello Melissa,
We’re really sorry to hear about your experience and completely understand how frustrating this delay must have been. Your feedback is important, and we want to assure you that we take these concerns seriously.
We’d like to help resolve this for you as quickly as possible. We’ve sent you a direct message here on Trustpilot so we can review this further with you and work on a resolution.
We appreciate your patience and are committed to making this right.
Kind regards,
Carl
Senior Customer Support
Really great!
The guys were great - really friendly, especially with our toddler who was so excited about what was going on. They gave a little toot of the horn on their way out which make her laugh and jump up and down.
23 December 2025
Unprompted review
Reply from Ecosa
Hello Sarah,
Thank you so much for sharing your experience! We’re delighted to hear that our team made the delivery a positive and fun experience, especially for your little one, it sounds like she had a blast!
We’ll be sure to pass along your kind words to the team.
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
Extremely disappointed
I have been extremely disappointed with the customer service from Ecosa. I ordered a sofa bed on the 25/11 with an expectation that it would be delivered within 1-7 business days.
It's now the 24/12 and it looks horribly like my sofa bed will not arrive in time for my Christmas guests.
I've tried to contact customer service multiple times and each time was told I would receive an update within 24-48 hours. These updates never came. I've also attempted to contact the delivery company and have had no response.
I wish I had ordered from one of their competitors instead.
24 November 2025
Unprompted review
Reply from Ecosa
Hello Mary,
We’re really sorry to hear about your experience and understand how frustrating this delay must be, especially with the timing around Christmas. We truly appreciate you taking the time to share your feedback and want to assure you that your concerns are being taken seriously.
We’d like to help resolve this for you as quickly as possible. We’ve sent you a direct message here on Trustpilot so we can review this further with you and work on a resolution.
Thank you for your patience, and we’re committed to making this right.
Kind regards,
Carl
Senior Customer Support
Mattress Quality is not good
I purchased an Ecosa Vital Mattress in King size in June 2022. Within less than three years, the bottom cover of the mattress has started to tear, and the mattress itself has begun to come apart. I contacted the Ecosa support team at least three to four times for assistance, but I found their support to be unhelpful. After waiting four weeks for a response, I was informed that the issue is not related to a manufacturing fault and that they would not cover it under warranty.
I am very disappointed with both the product quality and the customer service experience.
23 December 2025
Unprompted review
Reply from Ecosa
Hello Manpreet,
Thank you for taking the time to share your experience. We completely understand how frustrating it can be to encounter issues with your mattress and to feel that your attempts to get support haven’t been addressed in a timely way. That is not the experience we want for our customers.
Our mattresses come with a 15-year warranty, which covers defects in workmanship and materials. This includes visible indentations greater than 20mm (as long as the mattress has been used on a proper foundation), splitting or cracking of the foam when used correctly, and any manufacturing defects in the mattress cover or zipper assembly.
We’ve also sent you a direct message here so we can review your situation more closely and work with you to find the best way forward. Your experience matters to us, and we want to make sure it’s handled carefully and fairly.
Kind Regards,
Carl
Senior Customer Support
WORST CUSTOMER SERVICE EXPERIENCE I…
WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD. DO NOT BUY FROM ECOSA!!!
Ordered the Nimble Sofa Bed on 9th November 2025. Was informed that this would be a pre-order and delivery of our sofa bed would be Mid December 2025. This sofa bed was ordered to be for Christmas for visiting family but we obviously made the wrong choice buying from Ecosa.
We were contacted via email on the 8th December saying our order had landed and would be dispatched shortly. On 9th December we were contacted via email again stating our order would be dispatched on 10th December.
On the 11th December we were contacted by EM freight via email with a tracking number stating estimated delivery date would be 24th December 2025, even though they stated 3-10 business days for delivery.
There has been no update in the freight tracking at all. When I tried to contact them twice using there live chat bot there was nothing live about it. A total waste of time and worst customer service ever. Take your hard earned cash then say stuff you customer.
Here we are 23rd decemebr and still no sofa bed, no contact, no resolution!!
Don not buy from Ecosa ever!!
10 November 2025
Unprompted review
If I could give 0 stars I would
If I could give 0 stars I would. Wasn't delivered on promised date. hasn't been delivered at all. Phone NOT answered. Live chat goes into wait mode. Delivery details NOT RECOGNISED by system . Voice mail not answered. So it is a company that you can't contact, other than to pay for an order.
I suggest STAY AWAY FROM THIS COMPANY - I wish I had
23 December 2025
Unprompted review
TERRIBLE CUSTOMER SERVICE / NON-EXISTENT
I ordered a mattress with the promise it would be delivered last week, giving me two weeks to my baby's birth. I was notified that it had arrived to EM Freight Sydney Depot on the 12/12. The tracking reported it would be delivered on the 18th. NO DELIVERY, NO UPDATE and NO ONE TO CONTACT. HORRIFIC customer service from both Ecosa and their courier EM Freight. I have tried every avenue possible to reach someone from either company including facebook and reddit chat groups. I would literally pick up the mattress myself if I knew where to go. I am 39 weeks pregnant, sleeping on the couch while my husband sleeps with my 3 year old son because Ecosa has chosen to use a terrible courier service who does not deliver on dates and makes false promises. I will NEVER shop with Ecosa again despite being a loyal and return customer. I only wish I had read reviews prior to ordering as I can see Ecosa has let down numerous customers. SHAME
18 December 2025
Unprompted review
Some of the worst customer service I've experienced
Some of the worst customer service I've ever experienced. I ordered a few items around black friday, and delivery was attempted by their courier EM Freight while I happened to be in a different city. Because I was not home, they returned the items to the depot. This was on the 9th of December and I haven't received a single update since then. I filled in Ecosa's contact us form on their website over a week ago now and have received no email in response. They also don't respond to their live chat for hours, which defeats the purpose of having a live chat in the first place, and when they do respond, it's to offer nothing but meaningless responses -"Thanks for getting in touch and we apologise for the delay. Our escalations team still working to coordinate with courier team regarding delivery date we will surely let you know once we receive info." - this was three days ago, and two days after they originally said they would look into the matter. I've still received no response from them and they've ignored all follow up messages from me. Incredibly disappointed, and I absolutely won't be ordering from Ecosa again.
19 December 2025
Unprompted review
Worst company DO NOT BUY SCAM SCAM SCAM
Worst company! Ordered 9/10/25 Partial delivery 15/12/25, sms send with a few hours notice of delivery.
Missing items were marked as attempted delivery no notification sent this at all. Sent back to depot. Their website says card will be left with next steps. No card left. Just happened to see the details as I am checking the tracking daily.
Both Ecosa customer service and freight company have voice message services when calling and no one responded. Live chat no longer responding. No way to contact to follow up.
Have reported to office of fair trading.
Do not purchase form them ever!! Worst experience!
22 December 2025
Unprompted review
Ordered a sofa bed for Christmas
Ordered a sofa bed for Christmas. Delivery was promised on 11th. Then an email (from the courier) saying it was delayed up until 18th. Now it’s the 22nd, our guests are sleeping on the sofa (not the one I ordered which hasn’t arrived) and I get zero reply to my emails, phone support isn’t available and LIVE CHAT is simply not there either. Not happy at all
22 December 2025
Unprompted review
Reply from Ecosa
Hi Malcolm,
Thank you for sharing your experience with us. We sincerely apologise for the delayed delivery and understand how frustrating this has been, especially with your guests relying on the sofa. This is certainly not the experience we want for our customers.
We’ve been experiencing a high volume of inquiries, but please know we are addressing each customer individually as quickly as possible.
If there’s anything we can do to make your experience better, please don’t hesitate to reach out.
Kind Regards,
Rochelle
Senior Customer Support
FALSE CLAIMS ON DELIVERY TIMELINES
FALSE CLAIMS ON DELIVERY TIMELINES! I WAITED 19 DAYS FOR MY MATTRESS, NEVER GOT AN UPDATE, NEVER ARRIVED!
I ordered a queen mattress on Dec 3 and I still have not received it. It's already Dec 22! They claim delivery within 7-10 days and even asks you to choose a date range for when they will deliver.
Their tracking page had Dec 18 set for delivery, which was already way past 10 days, btw. I followed up on that day spoke to Del, a customer service agent. First she asked me to wait for it that day and only follow up the next day if it doesnt arrive. I persisted on getting an update and she finally promised me an update from their courier via email that same day. She even said I would receive a call from the courier. I never received an email, no one called.
Then I followed up the next day, Dec 19, this time speaking to Resh. She said courier updates take 48 hours--Del never mentioned this. I pushed again for an update, and she promised she would email that same day. Again, no email.
Dec 20 and 21 was a weekend and they said they dont deliver on weekends.
Now we are here, Dec 22, and I'm speaking to support agent Rock. He is saying they have no updates to give and that it's just delayed because of volume orders. Today on their website, they are still promising same day/ next day delivery.
I decided to cancel my order. They were never able to give me an exact date of when they can deliver.
22 December 2025
Unprompted review
Reply from Ecosa
Hello Melinda,
Thank you for sharing all of this. We completely understand how frustrating and stressful this experience must have been, especially with the repeated follow-ups and conflicting information. Your concerns about delivery timelines and lack of updates are valid, and we appreciate you detailing everything so clearly.
We want to make sure your cancellation and any next steps are handled properly. Please send us a direct message with your order number and the email or phone number associated with your order so we can review it immediately and ensure the cancellation and refund process is completed promptly.
Kind regards,
Carl
Senior Customer Support
Ordered a sofa to be delivered mid…
Ordered a sofa to be delivered mid November for guests for Christmas. It’s 19th December,still nothing and no one will respond. They don’t even have a phone line. Just has a recorded message saying there is no message service and to use the chat bot. Chat bit does not respond.
19 December 2025
Unprompted review
Reply from Ecosa
Hello Angie,
Thank you for sharing this with us. We understand how disappointing it is to plan ahead for guests and then still not have your sofa arrive so close to Christmas, especially when you have not been able to get a response through the usual contact channels. We truly appreciate you bringing this to our attention.
Your feedback helps highlight where we need to improve our communication and support experience. We would really like the chance to look into your order and see how we can assist you further.
We’ve also sent you a direct message here on Trustpilot so we can securely gather your details and check your order.
Kind regards,
Carl
Senior Customer Support
I have been following up with Ecosa and…
I have been following up with Ecosa and now have had to request my bank to claw back my payment 1 month ago.
I received a request from Ecosa on this format requesting further info and despite the many emails and calls and assurance of refund I have not received a y confirmation or money back. Ecosa not a dream team rather a nightmare!
19 December 2025
Unprompted review
Reply from Ecosa
Hello Sunil,
We completely understand how frustrating this experience has been for you, and we really appreciate you taking the time to share it. We want to assure you that your refund is being actively followed up on our end, and we are committed to resolving this as quickly as possible.
To make sure nothing is missed, we’ve sent you a separate email directly regarding your refund. Please take a moment to check your inbox, as well as your spam or junk folder in case it was filtered there. Once you’ve received it, we’ll be able to move forward and ensure your refund is processed without further delay.
Your patience and understanding are appreciated while we work to make this right.
Kind regards,
Carl
Senior Customer Support
Totally inadequate customer service & care.
Purchased item on 9/11/25 first available delivery date 10/12/25. Advised by email 8/12/25 order dispatched. No delivery received on 10/12/25. Great dificulty contacting Ecosa. Up to 10 business days to deliver from 8/12/25. Why bother offering delivery date to choose from. 12/12/25 email received from delivery company. Delivery 5 business days 19/12/25. No further contact received. Today is 19/12/25 unable to contact Ecosa or EM Freight to confirm delivery. Totally inadequate customer service & care to date & still no product.
19 December 2025
Unprompted review
Reply from Ecosa
Hello Jodie,
We’re very sorry to hear about the difficulties you’ve experienced with your order and completely understand how frustrating this must be. Waiting for a delivery, receiving changing dates, and being unable to get in touch with support is unacceptable, and we sincerely apologize for the inconvenience and stress this has caused.
We want to assist you as quickly as possible and ensure your order reaches you without further issues. To help with this, we have sent you a direct message here on Trustpilot so we can review your order details, liaise with the courier, and provide clear guidance on the delivery.
Your feedback is very important to us. It highlights where our communication and delivery processes need improvement, and we appreciate the opportunity to address these issues and improve the experience for all our customers.
Kind Regards,
Carl
Senior Customer Support
The most atrocious customer service.
The most atrocious customer service I have ever experienced. They should be ashamed of themselves. Promises of delivery date, tracking that drove past our area twice and didn't deliver now the beds are stuck somewhere miles from where we live, we will now have no mattress for ourselves and out of town guests to sleep on, THe stress this has caused is huge. No way to speak to anyone, Chatbot sucks and no response to emails. Never had an experience like this especialy in Australia. Never ever again. DO NOT BUY FROM THIS COMPANY
19 December 2025
Unprompted review
Reply from Ecosa
Hello Ali,
We’re very sorry to hear about the experience you’ve had and completely understand how stressful and frustrating this situation must be. Having delivery delays, inaccurate tracking, and difficulty reaching support is unacceptable, especially when it affects your ability to sleep and host guests. We sincerely apologize for the inconvenience and stress this has caused.
To assist you further and work toward a resolution, we have sent you a direct message here on Trustpilot. This will allow us to review your order details, liaise with the courier, and provide support to get your beds delivered as quickly as possible.
Your feedback is extremely important to us, and we take it seriously. It helps us identify where improvements are needed in our customer service and delivery processes so that future experiences are smoother and more reliable for everyone.
Kind Regards,
Carl
Senior Customer Support
Deeb and John Diddy Are fabulous…
Deeb and John Diddy Are fabulous efficient quick friendly and careful thank you merry Christmas
19 December 2025
Unprompted review
Reply from Ecosa
Hello Simon,
Thank you for your kind words! We’re delighted to hear that Deeb and John provided such efficient and friendly service. We’ll be sure to pass on your thanks. Wishing you a very Merry Christmas as well!
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
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