Ecosa Reviews 395

Absolute bullshit service from Ecosa, avoid. No way to contact them or get any kind of response. Ordered a Rise Bed Frame 2nd December 25 and was told it would be delivered on the 15th. The product hasn't arrived and as we are moving we have been trying to change the delivery address for a week now. No response, phone, email and live chat is a dead end. Can't even cancel our order. Looks like another case for the ombudsman and fair traiding to get our money back.

*update*

It's now 17 Jan 2026, still no bed, nothing heard from Ecosa other than vague promises of "it's on its way". This company is a sham.

*update*

29 Jan 2026. No bed. ACCC has been in touch and have raised an investigation.

Terrible! Worst customer service ever!
Waiting for my order to be delivered since 28/11. There is no way to contact Ecosa or the freight company. Phones are disconnected, no response on live chat, standard automatic responses on email with no real update on my order. It’s simply impossible to get hold on anyone and tracking website still showing estimated delivery date of many weeks ago.
My family is arriving to visit from overseas and because of Ecosa I don’t have a bed for them.
I would never buy from Ecosa again. It’s extremely disrespectful and negligent how they ignore their customers.

If there is 0 star,I would give that rating.
Very poor communication. Not responding to multiple emails, phone calls and live chat but you see them reply to poor reviews here. Please contact me with my order. If you have time to reply on these reviews, surely you should have time to respond to your costumers email as well.

We bought the Zen bed base, and the frame itself is really nice. It's solid, well made, and great quality once it is assembled.

Unfortunately, our experience with the response rate from customer service has not been the best. We were sent the bed frame without the screws, which has left us with a bed base sitting on the floor and unable to be used.

What made this harder was not being able to call and speak to someone directly. Relying solely on the AI live chat felt limiting and slow, and it's making resolving a simple issue take much longer than expected. The customer service live chat agent has been very friendly, that's not the issue. And I understand this is a busy time of year, but having access to a real person from the department we need to speak to would make a big difference.

The product itself is excellent, comparing to other bed frames and bases we have had you can tell the quality is much better, but the customer service experience could definitely be improved to better match the quality of the bed base.

We ordered the nimble sofa bed on the 16/10/25, it has been 2 months with the delivery date constantly pushed back.
Poor communication, we are constantly chasing for updates. Given poor excuses like the freight company had a blackout??
We still don’t have a delivery date.
Do not buy from here.

Really happy! Amazing sofabed!

Amazing! Delivery was on time, efficient and they even was kind enough to help us move some other packages which were too heavy for us.

We bought a mattress 18 days ago.
Since then, NOTHING. You can’t call. No reply to emails. No reply on live chat.
It’s been showing the same “in depot” status for 10 + days.
Can’t contact them delivery company EM either.
Worst customer service ever.

1st update- I see you have responded here. This isn’t Facebook. This is trustpilot. I checked my Facebook. There’s no message.
If you want to do something, take the time to actually fix something.
Our order was AUR00772655.
No rubbish saying you contacted the delivery company.
A firm date. That everyone who reads trustpilot can see.

2nd update- I know have a request for more information from ecosa via trustpilot.

Ecosa- you will see me give you the reference number I posted here. And my partners mobile and name.
He ordered the mattress.

He also got no replies to live chat. A flaccid “we will contact the delivery company” even although this issue was 10+ days over due.
He had emailed daily.
He had tried calling daily.
He tried to contact the delivery company. And guess what? No reply from them either.
He also DM you on instagram. Nothing. NOTHING.

So I’m writing this review. Same order. Same household. Except I will call this out in ways he won’t.

I’ve been on your website ecosa. You are still selling the mattress. Still saying it can be delivered in 10 days.

Sort this now. Do you really need public shaming before you act?
My family arrive on Monday. With jet lag. They need a mattress to sleep on.

HAVE NOTHING TO DO WITH THIS COMPANY !!!!

AVOID !!!

It doesn’t matter what their mattresses are like. Dealing and communicating with the company is HOPELESS.

I stayed home from 7am till 7pm for a delivery that never came. A week later and a placating voice in the Philippines has no idea where my mattress is. Their phone number rarely works. The only customer facing humans are Filipinos who speak scripted blather and know nothing and can’t solve anything.

You can either waste your time communicating with them via the phone service (when it works – but be prepared to stay on hold for half an hour before a recorded message tell you the phone service isn't currently available) or via email. Take your pick.

Their tracking page is never updated.

And this is for a very expensive mattress!!!

Given that I’m not the only one saying these things, it’s hard not to suspect there’s an intentional and cynical dimension. As I write, I’m still waiting for information that I was promised I’d be given by now.

I can only imagine how painful things might be if I try to send the mattress back under their 100 day return policy. A frightening prospect.

So… AVOID. You're better off buying a mattress at a truck stop.

Malcolm

Dib & John did a great job. They called ahead and were on time, and careful with the boxes over uneven ground. And very friendly.

UPDATE: I’ve replied to Ecosa’s response and have provided all details they have requested. Still no care or response from them 24 hours later.

I ordered two pillows weeks ago and they still have not arrived. Tracking has not updated in a week. I called today to try and speak to someone but their phone support is “closed”. I also tried via the chat, still waiting on a response almost 12 hours later. Absolutely terrible customer service and I wish I had read these reviews prior to purchasing products from them.
BUYER BEWARE! DO NOT BUY ANYTHING FROM ECOSA

NOTE TO TRUST PILOT - Check your detection algorithm for these ‘5 star’ reviews amongst many 1 star reviews. This should trigger an investigation - strange how the 5 star reviews always mention how amazing delivery is.

UPDATE #4 January 11th - Now they are spamming me via text and emails! Can’t seem to unsubscribe successfully.

UPDATE #3 December 20th - Finally it arrived, box damaged and Nimble Sofa stained - can’t go through contacting them though. Received a SMALL partial refund after weeks of hell but would never ever order from this company again.

UPDATE #2 December 13th - PLEASE READ!!
As you can see, I had a response from Ecosa under this post and a request via Trustpilot for my order numbers for Ecosa (AGAIN) because apparently “Rochelle” takes my matter seriously. Well here we are 2 days later and I haven’t heard anything at all. I’m literally furious and starting to think this is actually a scam.
The freight company has told me my Nimble Sofa is on its way to my local depot but is it?! Because it’s been on its way for months. PART 1 still no idea where it is.

UPDATE #1 December 11th - NO PART 1 and NO NIMBLE SOFA!! Still no idea where they are. This is just unacceptable for an Australian company.

I was also asked by EM Freight, to print out a NEW RETURN LABEL for each of the wrong bed-base boxes which I did. This is after re-packing them, taping them up, storing them, ringing Ecosa, ringing EM Freight, emailing pictures to Ecosa but then it gets better….

PART 2 turned up (of course before Part 1) BUT the courier seemed confused that he was also picking up the wrong bed base! He stared at the boxes and said ‘Are they heavy?’ with a sulky look.
I was like, ‘Not really but awkward’. His van was 5 metres away.
I said ‘Do you need help?’ hahaha you couldn’t make this stuff up.
I’m actually 5ft and tiny, he was a young, tall guy but he needed my help poor thing.
ABSOLUTE JOKE!!

ORIGINAL POST >
I literally can’t even deal with this company. It’s actually hard to comprehend what’s going on with my order. But like the review below, strap in for this ride AND I WILL NEVER BUY ECOSA AGAIN.
So I ordered 2 Sierra beds back in July. They sat unopened in a bedroom while my renovation was happening, until this November. Fast forward to the day of opening and the Indigo bed goes together fine. I open the Oyster one and I’ve received the wrong bed base. Plus the bed head cushions are obviously not as plush as the indigo so I jump online and request an urgent replacement on the 24th November.
After various back and forth emails where I’m required to send photos of everything including packing slips, order numbers, plus pack the wrong base back into the original boxes and take more photos, I’m assured my bed base will be dispatched the next day on the 25/11 but will take up to 10 business days to arrive!! (WHY?!).
So I wait but 2 days later, on the 27/11 I ring and demand to know when the courier is coming to pick up the wrong bed base boxes and for clarity on what is happening with the new one. I’m informed that Part 2 is sent but Part 1 is not and that they have requested it urgently but I’ll receive it in up to 10 business days but really this is 12 because I’ve already waited 2 days :( I also follow up on the cushions and send through more photos and labels etc NO RESPONSE ON CUSHIONS.
Meanwhile I also ask where my Nimble Sofa is (another order) - it’s taken months to arrive but tracking says 8th December (I’ll believe it when I see it).
So here we are, 2nd December I ask again WHERE IS THE NEW BED, WHERE IS THE COURIER - SILENCE.
3rd December today I call early in business hours - NO ONE MANNING THE PHONES.
- Call again, get through - STILL THEY HAVE ZERO ANSWER FOR ME but I’m told she’ll get back to me today.
- 4.30pm still NO EMAIL so I call again - STILL NO ANSWER ON ANY OF THE ISSUES so I request to speak to a manager. She’s busy but emails me this tonight:

“I wanted to let you know that I’ve personally followed up with our warehouse to push for an update on the dispatch. Unfortunately, we’re still awaiting their confirmation, so the order hasn’t been able to ship yet.”

ARE.YOU.ACTUALLY.KIDDING.ME??!!

So no idea where my bed base is, I have no tracking information for Part 2 that was supposed to already be dispatched, no idea at all where Part 1 is and no idea where the Nimble Sofa is either. Escalation gets you 100% NOWHERE.

This has been nothing but a nightmare!! I would NOT recommend online ordering. The saving grace for a 1 star review is a kind sales associate at the Nunawading store who is doing his best to get movement on my online order and even he is being either ghosted or given the runaround.
I ordered three side sleeper pillows a month ago. They were dispatched within a couple of days and given to a freight company - EM Freight - who are holding the order hostage.
Ecosa online customer care team have given the same response on several occasions now - we will check with the freight company.... I dont know if they really have done that or not because my order has been sitting in the same location 70 KM from me for almost two weeks.

Deceptive and Misleading Delivery Times
Deceptive and Misleading Customer Service
If you're thinking of making a purchase from Ecosa BUYER BEWARE !

We purchased our mattresses & bedding early November. At the time of purchase, they indicated and confirmed would be delivered 28th November. These arrived 23rd November at ME Freight Depot Sydney. 28th November delivery advised , no delivery. Have emailed ECOSA to confirm & provide freighter details numerous times since 28.11.2025, have been ignored on every request.
I received no updates from Ecosa after requesting this information numerous times & a request for full refund.
Please take these numbers that I retrieved myself. ME Freight (03) 9133 4098. Have called daily multiple times to confirm which depot our items are in and when they will be delivered. They onforwarded me to DXT Sydney & Central Coast (02) 9724 3300. Have received numerous mixed messages, promises for call back, excuses it wasn’t scanned due to some outage and they have no idea where they actually are. Emailed ECOSA again for full refund so we can have the opportunity to purchase elsewhere and again Silence! I have continued to call daily early morning & requested each time that my call be escalated to a manager at ME Freight & DX, this again was not followed through until briefly on the 10.12.2025 as advised this matter is now with the ACCC & media. Manager of DXT Wyong called me briefly.
Ecosa are still advertising to potential customers on their website that If you order by the 17th December you will have your product by Christmas. After again another 10 days I then got in touch with Ecosa via live chat, and to my absolute shock, I received a response from Jonathan. This employee doubled down when called out providing the wrong information which has been screen grabbed and added to my complaint with the ACCC. He also advised he escalated my concerns to management after I have requested ECOSA management or legal team call me at 1006hrs 10.12.2025 & no-one has called after he advised they would within 5 minutes, again misleading promise.

This unsatisfactory customer service experience has been mentally exhausting, time consuming, frustrating & annoying. Word of mouth is the best for of advertising they say. Please watch this space. I have approached media to run stories on this and overnight after airing my frustrations publicly have had over 50 other consumers reach out some of which have been waiting 12 weeks so far for deliveries.

I have made reports to the ACCC and Consumer Affairs New South Wales with everything. I & like many others are so fed up with Ecosa's dishonesty in continuing to mislead consumers on false promises and products and giving false expectations to consumers and potential customers on the delivery windows. Numerous media outlets have been contacted regarding this and numerous consumers have agreed to speak publicly. I'm hopeful something will come of it, but the whole experience does not sit well with me.

The excessive insensitive videos uploaded on Facebook will also will form part of this investigation including the the distasteful video impersonating honest journalism A Current Affair provides where these employees have distastefully insulted these Ecosa Sleep Reels | Facebook

I am a private person, however endeavour to follow this complaint through. I have made traction today and watch this space for a public post on Facebook tomorrow as I cannot continue idly with this whole experience and feel free to reach out so we can stand together against this company.

Truly hope with all the awards ECOSA have been awarded they can survive as a reputable business and these jobs do not go offshore, however please DO BETTER. Treat your consumers with respect, honesty & transparency and stop misleading everyone.

Finally arrived after numerous excuses from EM Freight. 6 boxes will be remaining in the garage as they are all filthy and one falling apart and broken. Have never received a delivery in worse condition. Ecosa, please listen to your customers as this is hurting your business big time. We will be requesting a refund without even trying the products.

Bought a bed in early Novmeber with an expected delivery date of 26th November. We have not yet received the item nor any updates on when it would arrive. It's been 2 weeks of us left in the dark.

Please don't work with EM Freight or you're going to lose more customers like us.

The delivery man failed to ring my doorbell. He unloaded 5 boxes and left them on my driveway in the blistering 39 degree sun. I was unable to get my car out of the garage - the boxes blocked me in. I had to call a neighbour to assist me moving the boxes as I’ve recently had surgery. I was late for school pick up! It was such an inconvenience and I don’t understand why the doorbell or a knock on the door wasn’t attempted. I’ve watched the video footage of the delivery driver. It’s infuriating.

As for the Ecosa bed … it was a gift to myself so I had somewhere comfy to recoup after surgery. However it failed to arrive in time and I’m unable to build it now for several weeks.

We recently had a very disappointing experience with Ecosa after ordering a sofa bed on 14th August 2025. The item was ready for delivery in November which was booked mid October, but because we live interstate, we specifically requested a delivery date of 8 December—a date we were assured in writing would be honoured. This was confirmed by a staff member named Del, so we arranged our travel plans around being in Melbourne for the delivery.

Despite booking this delivery more than two months in advance, we only learned—on a Saturday, when very little can be done due to limited business hours—that our delivery would not be going ahead. This only came to light because we contacted them first to confirm the delivery for Monday. Maisie from Ecosa then informed us they “couldn’t fit us in” because their schedule was already full, completely disregarding our long-standing booking.

Maisie refused us access to a supervisor, told us she would call back before close of business that day, and—unsurprisingly—no one did. We were left to chase answers late on a Sunday, the night before the promised delivery.

When we finally got through, we spoke with a staff member named Jade, who was as helpful as he could be under the circumstances. He informed us that a $100 compensation had supposedly been applied—something we were never notified about and did not ask for. All we wanted was the delivery at the time and day we had booked and been guaranteed.

After further discussion, Jade arranged a compromise: delivery first thing Tuesday morning, again guaranteed in writing.

Unfortunately, even that fell through. The delivery team arrived over an hour late and called us four separate times during the delivery window—even though we were already on-site waiting. After all the inconvenience, stress, and complete lack of communication on their part, it would have been appreciated if they at least offered assistance with unpacking, given the delivery issues we had endured.

This entire experience showed a substantial lack of organisation, accountability, and communication from ECOSA. We are extremely disappointed and would caution others to be aware of the potential difficulties when arranging deliveries—especially when promises made in writing are not honoured.

Deceptive and Misleading Delivery Times
If you're thinking of making a purchase from Ecosa during the Boxing Day sale period: LOOK ELSEWHERE.

I purchased the Charcoal Sierra Storage Queen Size Bedframe on 16 November 2025 on Ecosa's website. At the time of purchase, they indicated the bedframe would be delivered between 28 November to 6 December because it was a "pre-order" product. I did not take issue with this because I was travelling at the time and would only return to Melbourne on 26 November.

I received no updates from Ecosa upon my return to Melbourne on 27 November and finally decided to lodge an enquiry on 5 December. Ecosa then advised me the order was delayed until 28 December due to "unforeseen circumstances".

It was annoying, but I thought nothing of it; until I checked the status of my order yesterday (8 December), which showed the updated restock date (not delivery date) of 22 March 2026. At the same time, Ecosa was still advertising to potential customers on their website that the same bedframe would be delivered by 14 December. I then got in touch with Ecosa via live chat, and to my absolute shock, the customer rep doubled down on the 14 December delivery window, noting it was "subject to change due to stock levels".

I confronted the Ecosa rep and brought up my existing order and showed her the status update that the updated restock date of March 2026. Confronted with this, Ecosa just responded that the restock date "could be earlier" and their website might not have accurately reflected the stock level of this product.

I made reports to the ACCC and Consumer Affairs Victoria with screenshots attached because I am just so fed up with Ecosa's dishonesty in continuing to sell out-of-stock product(s) and giving false expectations to potential customers on the delivery windows. I'm not sure anything would come of it, but the whole experience didn't sit well with me.

Ecosa refunded my order, but I couldn't sit idly on this whole experience.

Rubbish at delivery and rubbish at customer service. appears to be run by amateurs and or just incompetents.