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
Company replied
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 caus... See more
Company replied
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... See more
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
2.8
Average
409 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Pleasantly surprised
Pleasantly surprised. Got my mattress exactly on time, really easy to set up and it’s really comfortable
3 September 2026
Unprompted review
Awful delivery experience and poor…
Awful delivery experience and poor customer service when trying to sort it out
Buy a Koala instead
22 August 2026
Unprompted review
Reply from Ecosa
Hi Tanya,
We’re really sorry to hear about your delivery experience and the difficulty you had when trying to get this resolved. We completely understand how disappointing this must have been, and we’d like the opportunity to look into what happened and make things right.
We’ve submitted a request for your order details via Trustpilot so we can investigate this further and see how we can best assist you. Your feedback is important to us, and we want to make sure your concerns are properly addressed.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
Nimble 5 in 1 sofa
Nimble 5 in 1 sofa. Exactly what I had hoped! Very happy with the quality. Hoping the zips hold out for the longer term 🙏. Easy for 2 people to put together. No issues with delivery. Quite sturdy considering its design. Very impressed! Another happy purchase from Ecosa.
19 August 2026
Unprompted review
Reply from Ecosa
Hello Krystal,
Thank you for sharing your feedback! We’re really glad to hear you’re happy with your Nimble and that everything from assembly to delivery went smoothly. We truly appreciate you choosing Ecosa again and taking the time to share your experience. We hope you continue enjoying your sofa for many years to come!
If there’s anything else we can do for you, please feel free to reach out.
Happy Snoozing,
Rochelle
Senior Customer Support
Website is misleading
I recently moved to Melbourne and took the opportunity to renovate our guest bedroom, as we had visitors coming to stay. I ordered the Rise Bed Frame in Walnut (Queen) together with the matching Bedside Tables, expecting to have the room ready for their arrival. To my surprise, only the bedside tables arrived. There was no proactive communication about the bed frame, so I had to contact Ecosa myself to find out what had happened. I was then told that the Rise Bed Frame I had purchased would not actually be available until late October or November. The website continued to show it as in stock.
This left me in an incredibly difficult position, as our guests were already arriving and Ecosa was unable to offer next-day delivery of an alternative. As a result, our guests actually had to sleep on the floor on their first night.
Given the urgency, I ultimately felt I had no real option but to accept an Ash Rise Bed Frame and swap the bedside tables, even though it was not the bed frame or finish I had chosen or wanted. This has now left me with a mismatched bedroom set, despite having spent a significant amount of money specifically to create a coordinated room.
The situation has also required a surprising amount of time on my side. I had to take time off on the day the original delivery was supposed to happen, which is ok, but then again on the second day so the replacement delivery could actually be received, and then a third time for the scheduled collection of the bedside tables on Monday, 3 August. Unfortunately, NOBODY SHOWED UP for that collection, so both bedside tables are still piled in my living room. Also, I had to explain several times that I did not have the original boxes as I paid for premium delivery, and customer service insisted they could not take it back without the boxes.
What has made the situation even more confusing and upsetting is that throughout all of this, the Walnut Queen bed frame has continued to appear as in stock on the Ecosa website. I have also been told multiple times, both via chat and over the phone, as recently as today, that the bed is in stock - yet I still haven’t received the product I originally purchased.
12 August 2026
Unprompted review
Reply from Ecosa
Hi Catalina,
Thank you for taking the time to share such detailed feedback. We’re truly sorry for the confusion, inconvenience, and frustration you’ve experienced throughout this process. We completely understand how disappointing it must have been, especially when you had carefully planned the guest room around the Walnut Rise Bed Frame and were then left without the bed for your guests.
We’re also sorry for the repeated communication, missed collection, and the additional time you’ve had to set aside to manage the situation. We understand why this has been particularly upsetting, especially with the information you received about the stock availability not matching what was shown on our website.
We’ll make sure your feedback is passed on to the team. We’d also like to investigate your order and the circumstances surrounding the delivery, replacement, and collection further so we can understand what happened and see how we can best assist you.
We’ve submitted a request for your order details via Trustpilot so that we can look into this further. Your feedback is very important to us, and we want to make sure your concerns are properly addressed.
We look forward to hearing back from you.
Kind regards,
Rochelle
Senior Customer Support
Still waiting
Haven't received a sofa ordered on 23 June. The original page didn't mention any stock issues. The confirmation said it would be delivered between 18 and 30 July. It's now 8 August and I haven't heard a single thing, despite the page saying that customers get regular updates. If you're not getting the picture from all these other reviews, steer clear of Ecosa!
8 August 2026
Unprompted review
Reply from Ecosa
Hello Marianna,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the delay with your sofa and the lack of communication along the way. We completely understand how frustrating it must be to have been given an expected delivery window, only to have that date pass without receiving any updates.
We’d really like to look into what happened with your order and understand why you haven’t received the updates you were expecting. We’ve submitted a request for your order details via Trustpilot so we can investigate this further and see how we can best assist you.
We appreciate your patience and the opportunity to look into this properly. Your feedback is important to us, and we’ll make sure your concerns are addressed.
Kind Regards,
Rochelle
Senior Customer Support
Empty promises!
Very disappointed with the service. Before placing my order, I emailed the team asking if expedited shipping was possible since the website didn't offer the option. I was told they would fulfill my order as soon as possible, so I expected it to be processed quickly.
Instead, it sat for several days before anything happened. Why tell customers you'll prioritize their order if that's not what you're going to do?
To make matters worse, it took nearly two weeks for the package to arrive in NSW. That's an unreasonable delivery time, especially after I specifically reached out beforehand about getting it sooner.
Poor communication, misleading expectations, and painfully slow shipping. I won't be ordering again.
11 July 2026
Unprompted review
Reply from Ecosa
Hello Eric,
Thank you for taking the time to share your experience with us.
We completely understand how disappointing this must have been, especially after reaching out in advance to see if your order could arrive sooner. We sincerely apologise that your experience didn't reflect the level of service we aim to provide.
We've sent you a request for a few details so we can investigate what happened and better understand the delays you experienced. Once we receive them, we'll look into this as soon as possible.
If there's anything else you'd like to share in the meantime, please don't hesitate to let us know. We're always happy to help!
Kind Regards,
Del
Senior Customer Support
Order pillows
Update: Ecosa ended up refunding the money after I called and pestered them. Still pretty disappointed in the whole process especially since I never actually got the pillows! And there was no explanation as to why they were never sent.
Ordered pillows - a month later and they'd never showed up. According to the Aus Post tracking they were never even posted. I requested a refund, it was granted, but it never came through. Traced it with ANZ and was told that the payment was never made. Kinda blown away by this. I had to call the team and chase this. I'm currently owed $232 and waiting to see if it's going to be refunded. It's been six weeks, no money, no pillows.
16 July 2026
Unprompted review
Reply from Ecosa
Hi Chloe,
Thank you for bringing this to our attention. We're very sorry to hear about your experience and understand how disappointing this must have been.
We'd like to look into this further for you. We've already sent you a request for your order information and are awaiting your response. Once we receive it, we'll investigate this as quickly as possible and provide you with an update.
In the meantime, if you have any questions or need any further assistance, please don't hesitate to reach out!
Kind Regards,
Del
Senior Customer Support
Annoying emails
Products were good but the constant emailing and texts are beyond annoying. They will send 4-6 a promo emails a month and 3 texts.
15 July 2026
Unprompted review
Reply from Ecosa
Hi FO,
Thank you for sharing your feedback with us. We appreciate you letting us know how you feel, and we're sorry to hear the promotional messages have been overwhelming.
You can easily stop receiving our emails and text messages by unsubscribing from our newsletter. If you've already done this and the messages continue, please let us know so we can investigate further.
If you have any other questions or need a hand with anything else, we're always happy to help!
Kind Regards,
Del
Senior Customer Support
Not a good product and aftercare service is ‘no responsibility’ !!
I have moved country and been super busy- the bed legs broke through, the bed slumps in the middle and every time I have attempted to fix via warrantee they find a way to avoid being responsible.
I am average weight and tall. And I’m old so I’m not having a party in my bed- so they can’t blame that.
Waste of money and bad after sales service. You’d do better buying a solid bed off market place. I’ve had bed 7 months and it’s a bit of trash.
14 July 2026
Unprompted review
Reply from Ecosa
Hi Fiona,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and understand how disappointing this has been, especially after only having your bed for seven months.
We'd really like the opportunity to look into this further for you. We've already sent a request for some additional information and are currently waiting for your response. Once we receive it, we'll review everything carefully and do our best to assist.
In the meantime, if you have any questions or there's anything else we can help with, please don't hesitate to get in touch!
Kind Regards,
Del
Senior Customer Support
Reported an issue with one of the sofa…
Reported an issue with one of the sofa cushions I received, took an hour asking one photo after another. Completely had to disassmble the sofa again to get all the photos and they claim no issue is visible.
Reply: It's not the fact of asking photos, but asking them in piecemeal fashion. When I asked instead for a list of photos they need, I got asked about the photo I just literally uploaded - it felt like an AI agent that can't read the image itself which added to the frustration of the entire experience.
Any human can clearly see the side-by-side photos of the two mattresses and clearly one is of used quality or at least should not have passed any even passing quality checks. Extremely disappointed for paying a premium to support local manufacturing/companies.
10 July 2026
Unprompted review
Reply from Ecosa
Hi Rune,
Thank you for taking the time to provide the requested photographs.
We want to sincerely apologize for the frustration and inconvenience this process has caused. We completely understand how upsetting it must have been to disassemble the sofa just to capture those images, especially after spending so much time on it.
Please be assured that requiring these detailed photos is a standard part of our quality assessment process, meant solely to ensure we provide the correct resolution. However, we certainly take your feedback to heart and will use it to improve our procedures so this does not happen again in the future.
Upon further review of your case and the images provided, your concern is being actively reviewed by our team for a more thorough evaluation. We want to make sure this is handled correctly for you, and all further updates and assistance will be provided directly via email.
We truly appreciate your patience and cooperation as we work to resolve this for you as quickly as possible.
Kind Regards,
Allyson
Senior Customer Support
Good bed frame, mattress underwhelming
We ordered a Pure mattress and a bed frame. The bed frame is very solid quality. The mattress was disappointing though. For a medium plush it was very firm.
Luckily they have a return policy, which was handled really well and we have our money back.
7 July 2026
Unprompted review
Reply from Ecosa
Hi Peter,
Thank you for taking the time to share your experience with us.
We're glad to hear you're happy with the quality of your bed frame, although we're sorry the mattress wasn't the right fit for your comfort preferences. We're pleased we were able to assist with your return and make the process a smooth one.
If you ever have any questions or need any assistance, we're always happy to help!
Happy Snoozing,
Del
Senior Customer Support
Ecosa mattress induced BACK PAIN
For context I want to begin that I had no past experience of back pains or back/spine issues before sleeping on an Ecosa mattress. I bought the Ecosa Pure Mattress expecting it to support my sleep, not destroy my back. I woke up every single morning with significant LOWER BACK PAIN, though it would disappear after 15 to 20 minutes after getting off the bed. Even though, it's not pleasant waking up with lower back pains every single day from a mattress the LACKS SUPPORT (I noticed that the mattress would sink and sag in my lower back area near my buttocks, and I'm only 65 kg). Ecosa said it takes time to get used to the bed, so I thought it was part of the process of adjusting to a new mattress and that my back pains will eventually disappear. But unfortunately it hasn't and I contacted Ecosa about 85 days later from the time of purchase to get a return but they REJECTED my request to RETURN. Because I don't have enough money to buy another new mattress I just let it go, and I just endured with it since there would just be pain when I woke up in the morning for 15 to 20 minutes.
About a year though, when I bent down just to pick up a pencil I dropped, a sharp, debilitating pain shot up my spine because the poor support had already weakened my back from the Ecosa mattress. I had pain weeks later and I couldn't move or bend down. Thankfully I recovered months later, but my back has never healed to the normal state before - it's definitely weaker. I don't usually write reviews, but because of this horrendous experience I feel I have to say something honest and genuine. I also would NOT BELIEVE the REVIEWS ON THEIR ECOSA WEBSITE of 4.7 (Is it artificially manufactured reviews, or bias picks that don't include genuine negative ones?). This comes as no surprise that an independent review like Trustpilot of currently 2.9 STARS, reflects a more accurate and true review of Ecosa. While I understand that a few customers may have had positive experiences, mine has been the opposite and upon stumbling on Trustpilot it appears Ecosa has an ABYSMAL track-record of CUSTOMER SERVICE from the majority of customers.
This issue transcends mere dissatisfaction; it directly impacts my health and well-being. The DISCOMFORT I endured is not just a nuisance - it’s an unnecessary burden that no one should have to live with. Honestly Ecosa, how you would feel if you were in my position - having invested in a product that is supposed to enhance your quality of life, only to find it causing physical suffering instead. Would you be content if a company refused to acknowledge your pain and denied you the opportunity to return a mattress? The total lack of empathy is appalling - This isn’t about “not being comfortable enough," it’s about a product that actively gave my body lower back pains instead of supporting it.
Beware NOT BUY from Ecosa. PROTECT YOUR BACK AND WALLET - go elsewhere!
11 July 2025
Unprompted review
Reply from Ecosa
Hello Chris,
Thank you for taking the time to share your experience. We're truly sorry to hear about what you've been through and the impact this has had on your comfort and well-being. We completely understand where you're coming from, and we appreciate you sharing your honest feedback.
We'd like to clarify that our mattresses come with a 100-night trial. If you contacted us within the trial period and met the eligibility requirements, we would honour our trial policy in line with our terms. We stand by our policies and always aim to provide fair outcomes for our customers.
Regarding your concerns about our reviews, we'd also like to reassure you that we do not filter or manufacture reviews. We value transparency and welcome both positive and constructive feedback. Many customers choose to leave reviews on our website after a positive experience, while others may share their experiences on independent platforms. We take all feedback seriously, regardless of where it is posted, and use it to improve our products and service.
We've submitted a request for your order details via Trustpilot so that we can investigate your experience further and see how we can best assist you. Your feedback is very important to us, and we want to make sure we fully understand what happened and address your concerns appropriately.
We appreciate you bringing this to our attention and look forward to hearing from you so we can review your case in more detail.
Kind Regards,
Rochelle
Senior Customer Support
Very ordinary delivery
The delivery process is so ordinary that I don't think I could use them again.
Despite being only an hour south of Sydney we couldn't do the premium delivery, so the window was 8am-6pm with no advanced call to say 30min away etc. We got the side tables and 1/3 bed boxes Thursday, then Sunday 1/3 bed boxes and then Monday we get the mattress but still missing. 1/3 bed boxes.
The part that's so frustrating is we've had a lot of furniture delivered and every other company could give us a delivery window. But not ecosa so my partner has to stay home multiple days in a row as we wait for the delivery. It's just not worth it. Especially when theres no notice as to which days it might come.
By comparison we had another company give us a window, a call in advance, put the furniture together and take the rubbish away all for free. I don't need all that from ecosa but something a bit more than what they're offering.
18 June 2026
Unprompted review
Reply from Ecosa
Hi Ja,
Thank you for your honest feedback. We're sorry to hear your delivery experience has been disappointing, and we appreciate you bringing your concerns to our attention.
We've sent you a request for your order details so we can take a closer look at what happened and assist you further. We'll review everything as soon as we receive your reply.
If you need any assistance in the meantime, please let us know.
Kind regards,
Del
Senior Customer Support
I bought a duvet cover
I bought a duvet cover. I wanted to return it The box was unopened and they refused to refund. How can you sleep on a bed and return it but you can’t return a sheet item that has not been opened. Yes I changed my mind but I can go to k mart and change my mind. It’s wrong ! Don’t buy from them
28 June 2026
Unprompted review
Reply from Ecosa
Hi Antonia,
Thank you for sharing your feedback. We're sorry to hear about your experience and understand how disappointing this situation has been for you. We appreciate you taking the time to let us know your concerns.
We've sent you a request for your order details so we can look into this further and assist you with your concern. Once we receive your information, we'll be happy to review everything for you.
If you have any questions in the meantime, please don't hesitate to reach out.
Kind regards,
Del
Senior Customer Support
Mattress and Topper
I bought the mattress for my spare room. It’s extremely hard but thought it’s just for a spare so left it.
Now I’m sleeping in the spare room because my husband snores and I basically wake up hurting all the time. When I sleep on our normal mattress I’m fine.
So I ordered the mattress topper but - my fault - must have ordered a single rather than a super king. I opened it and realised, put it back in the packaging (yes opened though) and emailed them. The topped is not covered by any exchange warranty at all. Firstly that’s so unusual for an online shop and secondly especially for ecosa where half their website is about their amazing return or exchange policy.
I went to put it on trade me and see another person there selling one who has done the same thing.
Their site is misleading and needs to as an online shop be clearer.
So rating a 1 for their extra firm painful mattress and misleading exchange policy.
7 June 2026
Unprompted review
Reply from Ecosa
Hello Maria,
Thank you for taking the time to share your experience. We're sorry to hear that the mattress has felt too firm for your comfort and that you've been waking up with discomfort while using it.
We're also sorry to hear about your experience with the mattress topper. We understand your disappointment after realising the incorrect size had been ordered and that you were unable to exchange it.
To clarify, our Mattress Topper is excluded from our 100-Night Trial and is therefore not eligible for returns, exchanges, or refunds. We aim to be transparent and fair with our policies, and the full details, including the list of products covered under the trial, can be found here: https://www.ecosa.com.au/100night
That said, we'd still like the opportunity to look into your experience further. We've submitted a request for your order details via Trustpilot so that we can investigate the matter and see how we can best assist you.
Your feedback is very important to us, and we want to ensure your concerns are properly reviewed and addressed.
Kind Regards,
Rochelle
Senior Customer Support
Horrendous customer service
Horrendous customer service. The bed was delivered broken, and the courier took the damaged parts with them, advising that I would receive a replacement the same day. Nothing ever arrived.
A week later, I am still waiting for an update. I have sent seven emails and made two phone calls, only to be told that the issue needs to go through a warranty process — which seems very strange considering the damage occurred during transport, not from use.
Extremely disappointing experience. I will never purchase from this company again. Hopefully I receive the missing parts one day, but at this rate, who knows.
22 May 2026
Unprompted review
Reply from Ecosa
Hi Alanna,
Thank you for sharing your experience, and we're truly sorry for the inconvenience you've faced.
Receiving a damaged product is disappointing enough, and we completely understand how upsetting it must have been to then experience delays and a lack of updates while trying to get the issue resolved. This is not the experience we want for any of our customers.
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
ECOSA IS THE BEST
Amazing I got a mattress and pillow because my neck and back were in the trenches and I LOVE IT!! The pillow felt like I was on a cloud i highly recommend them I ordered from Ecosa NZ and delivery was so quick! THANK YOU ECOSA!!
25 May 2026
Unprompted review
Reply from Ecosa
Hi Linda,
Thank you for the amazing feedback! We’re delighted to hear you’re loving both your mattress and pillow, especially after dealing with neck and back discomfort. Hearing that the pillow feels like a cloud absolutely made our day. We’re also glad your Ecosa NZ delivery arrived quickly and smoothly. 😊
This is exactly the kind of experience we always hope our customers will have, so thank you again for taking the time to share your thoughts.
If you ever need anything else, we’re always here and happy to help!
Happy Snoozing,
Del
Senior Customer Support
Polite email team during my return chaos
I am a complete scatter brain and ordered two if the wrong size mattress topper. I have the proceeded to not be able to follow basic return/exchange procedure but the email support team has been very gracious. I have lost count of the number of times they have had to reissue the damn shipping or pay difference for the exchange because my ADHD brain missed a 7 day window. Can't speak to the product yet due to my shenanigans.
22 May 2026
Unprompted review
Reply from Ecosa
Hi Rebecca,
Thank you for taking the time to share this with us. We’re sorry to hear about the sizing issue and the challenges you’ve faced with the exchange process.
It means a lot to know our support team has been able to assist you kindly throughout, even with the repeated adjustments needed.
We always aim to make things as smooth as possible, and your feedback really helps us improve.
If you need anything else at all, we’re here and happy to help!
Happy Snoozing,
Del
Senior Customer Support
Good Buy 😊
My landlord ordered the mattress and I received it. It came in a sturdy, move able box on time (quickly, but as a single woman it was still too heavy to manoeuvre on my own) and was easy to unpack. The mattress was very comfy and it supports my back much more.
17 May 2026
Unprompted review
Reply from Ecosa
Hi Kylie,
Thank you for taking the time to share your feedback with us. We’re really pleased to hear that your mattress arrived on time and was simple to set up. We can also understand how challenging it may have been to move the box around on your own.
It’s great to know that the mattress has been comfortable for you and is giving your back the support you needed.
Hearing that you’re now sleeping more comfortably is exactly the kind of experience we aim to provide.
If there’s anything else we can assist you with, please don’t hesitate to reach out, and we’ll always be happy to help!
Happy Snoozing,
Del
Senior Customer Support
There is no exchange on bed furniture
I bought the Capsule Bedside Table in walnut from Ecosa and was disappointed to find the colour looked much flatter and cheaper than the photos online.
When I contacted Ecosa, they confirmed that because the item wasn’t in its original sealed packaging — and because the Capsule range isn’t covered by their trial policy — there are no exchanges or returns, even if the product doesn’t match expectations.
Buyers should know this upfront. Ecosa does not clearly highlight the lack of exchange policy, and it’s easy to miss in the fine print.
I’ll be donating mine and purchasing something I can inspect in person.
Be cautious and don’t get swayed by the constant discounts.
13 May 2026
Unprompted review
Reply from Ecosa
Hello Randy,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your experience with the Capsule Bedside Table. We completely understand how disheartening it must feel when the product appearance doesn’t match what you were expecting from the online photos.
We’d also like to sincerely apologise for the disappointment regarding the return and exchange policy. Our wooden products, including the Capsule range, are not eligible for return, refund, or exchange as they are not covered under our 100-night trial policy.
That said, we always aim to be as transparent as possible with the information provided on our website, and we do our best to ensure the product images accurately represent the items. However, we understand that factors such as lighting, screen settings, and surrounding environments can sometimes affect how colours and finishes appear in person.
We truly appreciate your feedback and will make sure this is shared with the team. We’ve also submitted a request for your order details via Trustpilot so we can investigate this further and see how we may best assist you.
We look forward to hearing back from you.
Kind Regards,
Rochelle
Senior Customer Support
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