Quick and easy to order online. Delivered next business day. Friendly delivery guys who delivered my Nimble sofa with care. Whoever invented the Nimble sofa is a genius. So easy for a small person li... Näytä lisää
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Emme tarkista arvosteluissa esitettyjen väitteiden paikkansapitävyyttä, sillä arvostelut ovat arvostelijoiden omia mielipiteitä. Arvostelu voi kuitenkin saada Varmennettu-merkinnän, jos pystymme todentamaan, että arvostelun kirjoittaja on asioinut yrityksen kanssa. Lue lisää
Alustan luotettavuuden varmistamiseksi kaikkien arvostelujen – varmennettujen ja varmentamattomien – on läpäistävä automaattinen seulonta, joka on käynnissä kellon ympäri. Järjestelmä tunnistaa ja poistaa ohjeistustemme vastaisen sisällön – myös arvostelut, jotka eivät perustu aitoon asiointiin. Tiedostamme, että asiattomia arvosteluja saattaa tästä huolimatta päästä läpi. Voit tehdä meille ilmoituksen mistä tahansa arvostelusta, jonka uskot jääneen meiltä huomaamatta. Lue lisää
Katso, mitä arvostelun kirjoittajat sanovat
Would never use this company again. When we purchased mattress we were told to pick a delivery date. Delivery never arrived on the day and we were then told it can take 3-10 business days! Why wasn... Näytä lisää
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Not delivered in time allocated on Website at time or ordering. Called 3 times to follow up and nothing was followed up. Said an email had been sent when it hadn’t. No one really cared, don’t offer... Näytä lisää
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If only they had contacted us about the delay. Because it was a Saturday delivery, I paid extra and waited during the allocated time of 9am–1pm, but the truck didn’t arrive until after 3pm. It would h... Näytä lisää
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Yrityksen tiedot
Yrityksen kirjoittama
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.
Yhteystiedot
Australia
- ecosa.com.au
2,8
Keskitasoinen
370 arvostelua
On vastannut 94 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 1 viikon sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Samson and Nasser are very friendly and…
Samson and Nasser are very friendly and give me good advise on how to open the box before they left. Love their caring service
3. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Donna,
Thank you for sharing your wonderful experience. We’ll be sure to pass this on to them, as feedback like this truly means a lot and recognises their great service.
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Meysi
Senior Customer Support
Still no mattress, no delivery date, no refund
I ordered a bed and mattress on 4 January 2026 (order AUOR00795901). Despite the despatch confirmation email stating all items were dispatched and being delivered together, only 3 of the 4 boxes were delivered - the missing box was the mattress.
I got rid of my old bed and mattress based on that dispatch confirmation, assuming I needed to make room for the new one.
I gave it a few days and then contacted Ecosa on 8 January to ask for a delivery date for the mattress. Since then, I’ve repeatedly asked for an estimated delivery date. I still haven’t been given one (20 days later), just vague updates saying one package is still outstanding (yes I know) or that they’re waiting for the courier to respond. I also asked for a replacement mattress to be dispatched and that request was ignored.
It’s now 28 January and I’ve been sleeping on the floor for weeks. I’m not willing to keep waiting with no delivery timeline.
I’ve now requested an immediate refund for the undelivered mattress and written confirmation of when the funds will be back in my account.
I’ll update this review once the refund is processed.
30 Jan: I’ve requested a refund for the undelivered mattress and followed up again, as I still haven’t received a response confirming the refund amount or timing. If I don’t receive confirmation within the next few business days, I’ll need to lodge the matter with NSW Fair Trading and my bank as my efforts over the last month to resolve this through customer service have made no progress.
28. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi TM,
Thank you for taking the time to share your experience, and we are truly sorry for the frustration and inconvenience this has caused. We completely understand how upsetting this situation has been, especially having to wait so long without clear updates and being left without a mattress.
Upon checking, we can confirm that our customer service team has processed a full refund for the undelivered mattress on 30/01, and a credit slip confirming this has also been sent to you to acknowledge that the refund has been completed on our end.
We sincerely apologise for the delays, lack of clear communication, and the impact this situation has had on you. This is not the experience we want for our customers, and we appreciate you raising this so it can be reviewed internally.
If there’s anything we can do to make your experience even better, please don’t hesitate to reach out.
Kind Regards,
Rochelle
Senior Customer Support
We had to force the frame into place
We had to force the frame into place.
Mattress was not delivered the same day as the bed frame. Not sure when that is coming.
27. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Patricia,
Thanks for letting us know, and we’re really sorry to hear about this experience. Having to force the frame into place is definitely not how the setup should feel, and we understand how frustrating that must have been.
We also know how disappointing it is when the mattress doesn’t arrive alongside the bed frame, especially when you’re expecting everything on the same day. That lack of clarity around delivery timing is understandably inconvenient, and we’re sorry for the confusion it’s caused.
So we can look into both the frame fit and the mattress delivery right away, we’ve sent you a direct message to gather your order details. Once we have that information, we’ll be able to check the delivery status, confirm when the remaining item is arriving, and assist further if anything isn’t quite right with the frame.
Please check your direct messages on Trustpilot and reply when you can. We appreciate you raising this with us and giving us the chance to make things right.
Kind regards,
Carl
Senior Customer Support
If I could give 0 stars I would
If I could give 0 stars I would . First delivery had a broken box - left in the driveway. Wanted to get a return as my son wanted a king not a double - the bed was unopened . To organise a return and repurchase was too complicated through the bot so silly me went ahead and ordered another king and base. So the 100 day return is only one per household - so don't purchase multiple beds , the bases can not be returned (even if they are unopened and not put together). So after multiple chat bot conversations managed to get a consignment for return - date and time - no show - no communication - no text - just wait around the whole day - nothing . So now it's chasing the chat bot , getting another consignment for return , and then attempting to get a refund. I re-bought the King in CoolComfort Mattress and Sierra storage bed frame - The bed frame with under storage drawers are better at IKEA - and less - the bed - pretty standard - can't really say it's a knock out - but won't be able to return as it's only one return a household. All in all a very disappointing experience and its still going . Would really love to speak to a person - the bots don't know what to do with returns.
27. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Katrina,
Thank you for sharing your experience with us. We’re truly sorry to hear about the frustration and difficulties you’ve faced with your order, returns, and the delivery process. We completely understand how disappointing this must be, and we sincerely apologise for the inconvenience caused.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this further and determine the best way to assist you. Your feedback is very important to us, and we want to make sure your concerns are addressed properly.
We look forward to hearing back from you and helping resolve this matter.
Kind Regards,
Rochelle
Senior Customer Support
Not everything fits!
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 is lovely, and the bed went together without much fuss except for one thing - the boards that slot onto the sides and upon which the mattress base rest were each about five millimetres too long, and I had to take a saw to them to get them to fit.
26. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Annie,
Thank you for sharing your experience! We’re glad to hear that you’re enjoying your Ecosa mattress and that the Zen Bed went together without too much fuss.
We’re sorry to hear about the issue with the side boards being slightly too long, it’s understandable that this would have been frustrating. Your feedback is really helpful and will be passed on to our product team so we can look at improving the fit for future customers.
We’ve also sent you a direct message here on Trustpilot so we can take a closer look at your issue and assist you further.
Kind regards,
Carl
Senior Customer Support
My sofa bed broke
My sofa bed broke, in a way that made it non functional. They demanded that initially that I take apart and then reassemble the entire bed, on my own. With no pointers as to what could be wrong, despite lots of photos and videos. Then they demanded i lift the entire sofa bed up to find an id number they should be able to find via their software but apparently cant. I requested a refund 2 weeks ago (formally and explicitly stated it was formally) and they just didnt process the request. Now its been 3 days since they resubmitted request and they said i would hear back within 48 hours. and i havent. They are breaching my consumer act rights and dont care about it even a little bit
26. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Lara,
Thank you for sharing your experience with us. We’re genuinely sorry for the frustration and inconvenience you’ve been put through, and we understand how upsetting this situation has been, especially given the time and effort you’ve already spent trying to resolve it.
We completely understand how disappointing it is to feel unsupported, particularly when the issue has left the sofa bed non-functional and when your formal refund request was not actioned as expected. This is certainly not the experience we want for our customers, and we’re sorry that our process and response times have added to your stress.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this matter thoroughly. Once we receive your details, we will prioritise reviewing your case and work toward a fair and appropriate resolution as quickly as possible.
Your feedback is very important to us, and we want to ensure your concerns are properly addressed. We look forward to hearing back from you so we can assist further.
Kind Regards,
Rochelle
Senior Customer Support
Mattress has never delivered
I ordered and paid for a mattress from the Ecosa website on 3 Jan 2026, my order ID is AUOR00795050. We were promised to receive the mattress no later than 12 Jan 2026. However, despite many attempts to contact Ecosa by email or live chat (Ecosa doesn't have a phone service), we have not received the mattress delivery, which was scheduled for 6pm 24 Jan 2026. As consumers, we can't be forgotten after we make a payment. We need Ecosa to give me a full refund for the goods we fully paid for and we will be seeking compensation for wasting our time and creating unnecessary anxiety for customers.
Purchased date in 3 Jan 2026.
Invoice Number : AUOR00795050
24. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Elli,
Thank you for taking the time to share your feedback with us.
We are truly sorry for the delayed delivery and the frustration this has caused. We completely understand how distressing it is to be left without clear communication after making a payment, and we sincerely apologise for the inconvenience and anxiety this has caused you.
We have reviewed your order, and we have sent you an email regarding your delivery concern. According to our records, your mattress was delivered today, 27/01.
Please note that our phone support is open; we are currently receiving a high volume of calls, which may result in calls being directed to voicemail. We are committed to assisting every customer as quickly as possible, and we appreciate your patience during this time.
If there’s anything we can do to make your experience even better, please don’t hesitate to reach out.
Kind Regards,
Rochelle
Senior Customer Support
I bought the zen bedbase and it arrived…
I bought the zen bedbase and it arrived on Tue 13th Jan. When I opened the boxes, there was visible marks, scratches and chip on the frames. I informed Ecosa immediately and they acknowledged the cosmetic faults of my bed. As a good gesture, they are willing to give me $100 in refund, which is a big joke given how expensive the bed was. I told them that I was not impressed and wanted a full refund. It took them over a week to reply back to me despite numerous emails. When they finally emailed back, they offered a replacement but due to the poor customer service, I told them that I just want my money back in full as I'm not sure the replacement would be any better. Again, they gone silent for 4 days not again. No communication. I'm so frustrated with the customer service. I've not had a bed for 2 weeks now. I also bought a mattress from them that I have not tried out yet as I don't have a bed frame for it. I have even highlighted the consumer rights to them and wanting to do a formal complaint. Again, no email response back. I'm questioning all the positive reviews on their site now.
13. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Camilla,
Thank you for sharing your experience with us. We’re truly sorry to hear about the issues you’ve faced, and we completely understand how frustrating and disappointing this has been.
We sincerely apologise for the poor communication, the delayed responses, and the inconvenience you’ve experienced. This is absolutely not the kind of experience we want for any of our customers, and we appreciate you taking the time to detail everything.
We also apologise for the late response, as we have been receiving a high volume of inquiries. Please know that we are committed to assisting customers one by one and resolving issues as quickly as possible.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via Trustpilot. Once we receive your information, we will look into your case and advise on the best way forward. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Garbage pillow and vague 100 night…
Garbage product and vague 100 night guarantee. I thought i'd be safe to try this wedge pillow with the 100-night guarantee, It was miserably uncomfortable but when I tried to activate the 100night guarantee I was told the body pillows are excluded. I suppose I should have known that a wedge pillow that goes behind you head and shoulders would be a body pillow but it was not labelled as such. When you search for body pillows specifically it does come up but maybe an honest retailer could have included a line in the product info for the purchase - I would not have taken the chance. It also took a long time to come. So we are 1-star all around - quality, service and delivery. There was also no offer of any kind of reparation - just too bad your pillow is no good its excluded, here is a link to our policy. Maybe a sorry your pillow is not good unfortunately its excluded - maybe i can offer you a discount on another. I might have gone for that but instead here i am joining the legion of disappointed customers.
23. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi there,
Thank you for sharing your feedback with us. We’re very sorry to hear about your experience and completely understand how frustrating it must have been to find the wedge pillow uncomfortable and then discover it wasn’t covered under our 100-night trial.
We do note that exclusions such as body pillows are stated in the 100-night trial policy on our website, but we completely understand how this could have been unclear in the product information at the time of purchase. Your experience highlights the importance of clearer communication, and we sincerely apologise for the disappointment and inconvenience this has caused.
That said, we would like to see how we can best assist you. We’ve submitted a request for your order details via Trustpilot so that we can investigate further and determine the best way to support you. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Will breach your consumer rights
Terrible, I ordered two mattress protectors a couple of weeks apart, exactly the same mattress protectors the waterproof ones. And the first one I received I washed as per the instructions cold wash air dry finished off on a low heat delicate cycle in a Miele heat pump dryer (which uses way lower temps anyway). This thing came out with all these weird bumps all over the surface, I gave it a week and they didn’t go away so by that point I had received the second one. I washed it exactly the same way and I dried it exactly the same way and there were no bumps! So I clearly have a defective underlay and I contacted them and it was horrible. Their live chat just stopped responding to me after telling me that I just needed to wash it a bit more and use it a bit more and then told me I couldn’t return it because I had washed it. I told him under the consumer guarantees act which supersede their warranty anyway I have every right to exchange it and they stopped responding. So I rang them and I was promised an email for an exchange request and I never got that. So I messaged them on Facebook and they left me on seen. It’s a real shame because the product was actually really nice I just wanted one that wasn’t faulty.
22. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Graham,
Thank you for sharing your experience with us. We’re truly sorry to hear about the issues you’ve faced with the mattress protector and the lack of support you received when you reached out.
We apologise for the delays and for the lack of response on live chat, phone, and Facebook. This is not the level of service we aim to provide, and we appreciate you bringing this to our attention.
We’ve submitted a request for your order details via Trustpilot so that we can investigate this further and see how we can best assist you. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
No sign of order or resolution one month after purchase
I ordered a mattress in December 2025, and it has still not been delivered.
Customer support has been very difficult to reach. Phone calls redirect to automated messages, online chat responses largely scripted and mostly ignored, emails are also now being ignored even though they promise to respond in 2 business days. There has been no clear update or resolution. Ecosa has advised the delay is with the courier, but the courier is also unreachable. This seems to be a common trend with other reviews. At this stage, it is unclear whether my order will be delivered or refunded.
Based on this experience, I would recommend reconsidering before purchasing. I will never purchase with them again.
21. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Mary,
Thank you for sharing your experience with us. We’re truly sorry to hear that your mattress order has still not been delivered after one month, and we completely understand how frustrating and disappointing this must be.
We sincerely apologise for the lack of communication and the difficulty you’ve experienced in reaching our support team. This is not the standard of service we aim to provide, and we genuinely appreciate you bringing this to our attention.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via TrustPilot. Once we receive your information, we will look into the delivery issue and advise on the best way forward.
Thank you again for your patience, and we are committed to working with you to find a satisfactory resolution.
Kind Regards,
Rochelle
Senior Customer Support
Had my delivery date changed
Had my delivery date changed. I hand on heart did not change my delivery date. Day comes around- no bed. I use the live chat and they claim I changed the date for 2 days later! Why would I want to sleep on the floor for 2 days more! None in stock for me to pick up locally and no other delivery dates so customer service was absolutely no help at all.
Dont even have the bed yet and regretting going the "cheaper" option
20. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Emily,
Thank you for sharing your experience with us. We’re truly sorry for the inconvenience and stress caused by the change in your delivery date. We understand how frustrating it must be to be left without a bed.
We sincerely apologise for the poor communication and for the way your situation was handled. This is not the experience we want our customers to have, and we genuinely appreciate you bringing this to our attention.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via TrustPilot. Once we receive your information, we will look into the delivery issue and advise on the best way forward. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Really poor with delivering on time
Really poor with delivering on time. Phone number is never answered. Person on chat shows very little care for the inconvenience having an unknown delivery time and then a very late delivery time causes as stress for an 87 year old man
15. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi JMum,
Thank you for sharing your experience with us. We’re truly sorry for the frustration and inconvenience caused by the delivery and lack of clear communication.
We understand how important it is to receive timely updates, and we sincerely apologise for the impact this has had.
We are currently experiencing a high volume of enquiries, which has affected our response times. Please rest assured that our phone lines are active; however, due to the high number of calls, some calls may be directed to voicemail. We are committed to assisting each customer as quickly as possible and will work through enquiries one by one to ensure everyone receives the support they need.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via Trustpilot. Once we receive your information, we will look into the delivery issue and advise on the best way forward.
Thank you for your patience and for bringing this to our attention. We look forward to hearing back from you so we can assist further.
Kind Regards,
Rochelle
Senior Customer Support
The first issue was the delivery…
Delivery was the first issue. The mattress was left the building foyer instead of being delivered to my first-floor apartment as specified.
The mattress itself is also a problem. The “cool” top layer is extremely uncomfortable, with indentations that are clearly felt through the fitted sheet. Customers are instructed not to use a mattress topper to maintain the cooling effect, yet sleeping directly on this surface is not practical for myself or kids.
When I attempted to return the mattress, I was advised that a king-size mattress could not be donated and that I would need to find someone myself to take it. I suggested a reasonable solution that providing the cool comfort overlay in good faith would be cheaper and more sustainavle all round, but after this, my chat was abruptly closed and I received no further response.
I am still awaiting a proper response and resolution from Ecosa.
14. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Samantha,
Thank you for taking the time to share your experience with us. We are truly sorry for the inconvenience and frustration this has caused you.
We sincerely apologise that the mattress was left in the building instead of being delivered to your first-floor apartment as requested. This is not the standard of service we aim to provide, and we would like to investigate where the delivery was left so we can prevent this from happening again.
We also understand your concerns about the comfort of the mattress. Comfort can vary from person to person, and we’re sorry to hear that the “cool” top layer is uncomfortable for you and your family. If there are any visible indentations or defects, please feel free to send us a photo so we can submit a warranty claim and assess the issue further.
Regarding the return and donation process, we apologise for the way your chat was handled and for the lack of follow-up. We appreciate your suggestion of providing an overlay as a practical and sustainable solution, and we are sorry it was not addressed properly.
To help us investigate this matter further and resolve it appropriately, we have submitted a request for your order details via Trustpilot. Once we receive your information, we will look into the delivery issue and mattress concern and advise on the best way forward. Your feedback is very important to us, and we want to make sure we address your concerns properly.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Friendly delivery driver who bought box…
Friendly delivery driver who bought box into the bedroom with best suggestions for opening
12. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Lisa,
We really appreciate you sharing your experience! It’s great to hear that the delivery driver was not only friendly but also went the extra mile to help with bringing the box into the bedroom and offering useful tips for opening it.
Your feedback means a lot and helps us continue providing excellent service.
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Rochelle
Senior Customer Support
Office of Fair Trading Complaint
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.
24. joulukuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Tom,
Thank you for sharing your experience with us. We are truly sorry for the frustration and inconvenience this situation has caused, especially for your mother. We completely understand how upsetting it is to be left without a bed and to feel that the issue has not been resolved.
Your feedback is very important, and we want to ensure this matter is addressed properly.
We’ve submitted a request for your order details via TrustPilot so we can investigate thoroughly and work towards a resolution. We genuinely appreciate your patience and the time you’ve taken to detail everything, and we’re committed to helping you get this sorted.
We look forward to hearing back from you.
Kind regards,
Rochelle
Senior Customer Support
Fast delivery and great service
The delivery arrived on time, and I am very satisfied with the service.
12. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hello Young,
We really appreciate you sharing your experience. It’s great to hear your delivery arrived on time and that you’re happy with the service.
Should you have any concerns, please feel free to reach out.
Happy snoozing,
Carl
Senior Customer Support
buyer beware
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.
11. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Kathryne,
Thank you for sharing your experience. We’re sorry for the frustration and inconvenience caused.
We’ve been handling a high volume of inquiries recently, which has affected our response times, but please know our team is actively supporting each customer one by one.
We’ve submitted a request for your order details via Trustpilot so we can investigate this further and work towards a proper resolution. Your feedback is very important to us, and we want to ensure your concerns are addressed appropriately.
We appreciate your patience and look forward to hearing from you soon.
Kind Regards,
Rochelle
Senior Customer Support
Bad product, Bad customer support
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?
9. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi Kevin,
Thank you for sharing your detailed feedback regarding your experience.
We sincerely apologise for the delivery delays and any inconvenience this caused. For metro areas, we do offer next-day delivery where available, but for non-metro areas, deliveries are limited to ground floor/front door only, and the delivery timeframe is between 3-10 business days from the dispatch date, which we understand may have been frustrating.
Regarding the sofa bed itself, the Nimble is recommended to be positioned against a wall as the arms are not fully secured. We are actively working on improving the design to provide better support for future models.
We also apologise for the difficulties you experienced with the return process. The 100-night trial is designed to allow customers to return the product for any reason, and it should be a seamless experience. We understand that having to provide additional photos and dealing with conflicting policies was frustrating, and this is not the experience we aim to provide.
Please know that your feedback is invaluable, and we are using it to improve our products and processes. If there’s anything further we can do to assist you, please don’t hesitate to reach out.
Kind Regards,
Rochelle
Senior Customer Support
Ordered a bed frame that was in stock…
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!
27. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Ecosa
Hi LS,
Thank you for sharing your experience with us. We’re truly sorry for the delays and the way your delivery was handled. We completely understand how frustrating it must have been to have your bed frame left in an unsecured location while you were away, and for the lack of communication from our side.
We’ve submitted a request for your order details via Trustpilot so we can investigate what went wrong and identify where we missed the mark. Your feedback is very important to us, and we will also share this with our team to help improve our service.
Looking forward to your reply.
Kind regards,
Rochelle
Senior Customer Support
Trustpilot-kokemus
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