Recently I purchased an Ecosa mattress after reading all the positive reviews. However, upon opening the mattress and letting it expand over a few days, it is nearly four centimeters short and about one centimeter width ways. I contacted Ecosa and the informed me it would expand. However, after several more weeks it has not changed size. Finally I was able to convince Ecosa that the stated measurements on the website did not match the mattress I had. They agreed to a ‘warranty’ claim. However, they also provided me with a standard template on how to measure the mattress, which makes me believe that this is not a one off issue.
To make matters worse, I found the mattress quite firm, so Ecosa, free of charge, sent me a topper. To my amazement, the topper is also short of the stated measurements!
I am wondering if anyone else has had this issue as I can find nothing online. Is shrinkflation now coming to every other product outside of the supermarket!
The linked topic may be of interest to you. It has discussed bed linen and the apparent shrinkage is size. Does this sizing match with your new mattress, has an adjust been made by manufacturers to accommodate this smaller bed linen sizings (and perhaps a saving in materials to make the mattress).
Thanks for the welcome. If Ecosa has deliberately changed the size the their website needs to reflect this. However, customer service tells me in this particular case there was an issue with the manufacturer they used. I will be interested what size the new mattress is I receive because if it is small also then it is also going back.
It makes one wonder about their QA system if they identified an issue but kept shipping regardless.
Perhaps Ecosa is using the AQS system for sizes now, and some are bigger and some are smaller but are supposed to average out over time if you buy enough mattresses from them? (/satire)
Yeah, I don’t know what they have done. I was just thinking that it may have been a conscious decision to alter the sizes so that the linen changes noted in the linked topic would fit better. If they used a new manufacturer, perhaps they (the manufacturer) were making the mattress to the smaller size but hadn’t informed Ecosa at the time, but because of complaints they are now aware of the issue?
I think it is very poor on their part regarding QA as @PhilT points out.
I agree with @PhilT’s satirical take on their system, are they are using AQS (which does include length measurements under it’s scope but I think a mattress would not be subject to the system). Oh, but stranger things do happen. A bit of jest on our part about how Governments and businesses can work together, still a very serious problem that does need addressing.
If they fail to provide a solution that is acceptable, you do have ACL rights that legislate your rights to refund, repair, or replace. If considered a major fault or a set of faults that together would amount to a major fault, the consumer gets the right to choose the remedy they want. If minor, the business is in the first place able to choose the remedy. If the business fails to carry out their responsibility under minor faults in a reasonable time, then the consumer has the choice of remedy.
What was the outcome with a replacement mattress?
We received a king size ecosa pure mattress today and it is 7cm short (~196cm in length). The width is roughly right & assume this will “expand” but doubt the length will magic itself that much longer! I’ve messaged customer service & hopefully they will rectify quickly🤞This is our first bed-in-a-box experience…
I have arranged for a new mattress to be sent but I am still waiting! The customer service can be very hit and miss and depends on the person you get. I have found you have to be persistent in getting the resolution you are after.
I have had other bed-in-a-box and have never come across this issue. Although I am starting to believe that this is an issue with Ecosa.
The original mattress has expanded slightly over time but is still short.
When arranging a ‘warranty’ claim I was sent a detailed way of measuring the mattress, so I believe that this is not an isolated case.
When I get the new mattress I will update you all.
Goodluck with your mattress.
Thank you for all that information. At the end of the day I believe that you should get what you pay for ie what Ecosa is advertising is what you should get. I did ask them the question about a change of size and/or manufacturer, they replied they use several suppliers.
I am waiting on a new mattress and will see what happens. But from Littlebirdy, I am not the only one with this issue. Maybe Ecosa need to come clean.
I would think that any reasonable time of response and replacement had been far exceeded for a mattress replacement by Ecosa. Have you informed your Office of Fair Trading? Have you made a complaint to the ACCC?
I would suggest making written/email complaints to both Fair Trading and the ACCC with the addition of CCing Ecosa into those complaints. This might get you your replacement in a more timely manner, plus it creates a paper trail if you need to go further to get proper resolution of your issue.
I have just taken delivery of an Ecosa King mattress. It is also 4cm too short. I contacted them when it arrived (late) and they told me to give it 10 hours. Well here we are the next day and the length hasn’t changed. I’m finding it frustrating that there is no phone number published anywhere that I can see and the live chat function is the only option. Currently nobody is responding to that, despite it being within their open hours.
It took a while for me to get someone on the live chat. She wanted photos of the bed with a tape measure against it, I uploaded them, then she wanted more pictures - without the zip on protector, without the top layer, and base of the mattress… length and width, she said someone would get back to me in 24-48 hours, but 5 days later and I’m still waiting.
Ours is a king size Ecosa Pure.
I found another similar problem with a king mattress on product review (posted 2 weeks ago) … seems like it’s not an isolated case..I just don’t get why they’re taking so long to resolve..
I have had the same experience. And even after the second lot of photos I was asked for more photos!! At that stage I referred to consumer laws, which had the desired effect. The next email confirmed that they would accept a warranty return, however, before they would send another mattress they suggested I keep the current mattress for the trial period in case further issues arose.
In regard to customer service, it is very variable and you really need to push the point with them but none are quick to reply.
Does Ecosa have a major issue? Is it time Choice stepped in?
I’vefound that all these foamy bed in a box things have size issues. I went with a onebed after failing to like the ecosa (which was closer to a good fit than others, but I had back pain with it, no problem getting a refund). The onebed is in two separate layers… and they did not expand fully, either of them. I’m not concerned at this stage, because I have discovered that it, and the others, are all too short for my bed. Eventually found a sprung mattress that is 3 cm longer but its so heavy I have been stalling on putting it on the bed, because when I do, ‘ll never be able to move it again.
I am currently doing the back and forth with Ecosa asking for photos of measurements etc. In the meantime we have our old mattress blocking the bedroom because we don’t want to get rid of it until we have a new mattress that we are happy with. I’m a bit fed up with having to go through all of this for a warranty issue. I wonder what the process is like if I simply said that I’ve slept on it for a bit and decided I don’t like it, based on their 100 night trial. Would it be easier to get a refund that way? I think next time I will go the more traditional route and go to an actual store. This has put me off the mattress in a box concept.
For both the above, you are within your rights to request a full refund under the ACL.
From the information posted in this thread, it appears that Ecosa have a major problem with the mattresses in question. Above information appears to indicate that their responses have also been inadequate or tardy. One needs to consider what risks may exist with waiting for a replacement mattress or whether to pursue one’s rights to a full refund under the ACL (which includes delivery).
Thanks for that. They just came back asking for yet more photos (measurement of the bottom, which is very difficult as it’s really heavy) so I used your points about ACL to tell them to stop asking for photos and just get on with the refund. Will see how that goes.
The only advice I can give is exactly what you have done. Reinforce the consumer laws we have in Australia. After four different requests for the same photos I had already supplied, I simply said no more and the next step would be legal action. The next reply was the warranty claim had been accepted.
This is now not an isolated incident but a more widespread issue. How many people are not raising this issue with Ecosa?
The latest in the saga is they claimed I wasn’t being cooperative when I said I couldn’t send a photo of the bottom of the mattress. All other photos supported my claim so I don’t see why it was needed. Them just being difficult I suspect. So I said I wanted to return it under the 100 night trial. Now they are saying they can’t find a charity to collect the mattress. Meanwhile I’m living around the old mattress taking up space in my bedroom because we can’t get rid of it until we have an adequate replacement. Given it’s currently Christmas time I’ve held off on hassling them but I’m very over it (and also missing out on getting a replacement in the Boxing Day sales).
