Awara – Cashback, Rebates & Rewards

On January 31, 2023, I purchased a mattress from Awara, and received the mattress on 2/7/23. After sleeping on it for several days, it became very clear that the mattress was too soft, my spouse and I had severe, persistent lower back pain. On February 19th I phoned Awara, explained the situation, and told them I'd like to return the mattress. My customer service agent "James" asked for two photos of the mattress, one showing it on the bed, and one showing the tags. I sent the photos via text as asked, and James confirmed he received them and they were fine. Next, James asked if I'd like a "firm topper" for the mattress and or a $175 discount and I declined. James asked to put me on hold for "computer problems" first, then again to "get my supervisors approval." Both times James forgot to mute his mike, and we just sat there, there was clearly no communication going on--just his breathing and the background noise of the boiler room. Finally James came back, said that it was their policy that we had to keep the mattress for a month, and that the mattress would be eligible for return on March 7th. I asked where in the TOS was that stated, because I could not find that policy anywhere on the website. James was unable to help because this policy is, in fact, nowhere on Awara's website. I told James, this "policy" was not on their website, and and would he prefer that I contact my credit card company with a chargeback, or would Awara like to issue a refund, per their guarantee? James put me on another longer hold, forgot to mute his mike again, then returned and said "unfortunately we need to be firm on this policy, you cannot return until after March 7th." At that point I ended the call, and will be contacting my CC company with a chargeback. Oh, and by the way, when I asked James what country I was phoning, I was told the Philippines, "but our call center is based in the USA". When I hung up, I immediately received an email asking me to rate my interaction, claiming the the phone call center was in the United States. More lies. This company, Resident Home, has been fined by the FTC for making repeated claims that their mattress were made in the USA when they were not. Unfortunately this website doesn't allow links, but Just type the following into your browser, "FTC Orders “Made in USA” Repeat Offender to Pay Funds Mattress company will pay $753,000 and cease Made in USA fraud". I'd also encourage you to report fraud directly to the FTC, type in your browser "how to report fraud to FTC" and you'll get instructions.

Do not buy a mattress from this company. False advertising, there is no guarantee, they will absolutely not refund your money. The way they work is, if you are unsatisfied with the mattress they require you to donate it. Now we all know and so do they that no organization will take a used mattress for fear of bed bugs. I was then told I had to show proof that I discarded, which I did. Had to hire a company so I can get a receipt for the disposal. They will make the process as painful and stressful as possible and still not give you a refund. I was actually approved for the refund by Awara, but I never received it. Weeks go by and they stopped answering my emails. Ended up filing a dispute with my credit card provider then was informed that they refused the refund. So I am out over 1k for a mattress I don't have, since they required I dispose of it. ABSOLUTE HORRIBLE COMPANY, terribly dishonest. I will go on every platform possible to make sure consumers know what they are dealing with, BUY AT YOUR OWN RISK!

After months of attempted communication, I firmly believe this company is a sham. I purchased two mattresses and from the first moment, I could never speak to anyone at the company and my emails were only returned after many days or a week. My husband did not like the mattress and it was too expensive to "live with." So we tried to initiate the return process (there is a "365 day sleep trial"). It took 2 MONTHS to complete the process and I had to jump through hoop after hoop - sending pictures at different angles, in different formats. And again, I wouldn't receive a response for a week after I sent an email (with a response like "unfortunately we were unable to open the files you sent"). Ultimately they suggested I throw my mattress out with the garbage after spray painting huge X on it (!!!!!) and then send them a picture of it in the garbage...rather than give the mattress to a friend or family member. For a company that boasts its "sustainability efforts" this is unforgivable. I therefore have no trust in the company that anything they say about their eco-friendly production materials and supply chain methods are true. I don't even believe they plant a tree for every mattress created. Where exactly? Where is the proof? Bottom line is I believe this entire company is a SHAM.

I feel confident the reviews on the website are fake. The mattress is terrible for stomach sleepers. It's both saggy AND uncomfortably hard on top. I bought it and was never asked for a review. I can't find a way to leave one. Reviews said the return process was easy and IT IS ANYTHING BUT EASY! They want ME to find a local organization that accepts used mattress donations and provide a donation receipt. NO ONE ACCEPTS USED MATTRESSES! Even if they did, I don't have an ability to transport a mattress which is why I opted for delivery. This is so absurd. I'm so angry.

terrible customer service and difficult purchase experience. i am writing my review solely on the purchasing experience i've had as i've not yet received my mattress or bed frame. this company is owned by nectar (awara is the latex mattress and nectar is the foam). i'm unsure why there are no reviews for awara but nectar has a ton - though i suspect many are fake. there are dozens of reviews posted within the last few hours supposedly regarding their great customer service. it seems very suspect that all kinds of people would post at the same time regarding their online chat. in any event, i've had nothing but problems since i first decided to buy this mattress and bed frame. there's essentially no information online so i had to contact the online chat numerous times for issues regarding frame size, information regarding specifics about the bed frame, etc. when i completed my purchase i never received a confirmation. i had to again contact customer service. i finally got a shipping notification and when i didn't hear back from the white glove delivery service i paid an extra $200 for, i contacted awara again. i was then told that only the bed frame had shipped and not the mattress. the confirmation email was completely unclear in this respect. it was generic and said "your item(s) have shipped." the fedex page showed the shipping information and clicking on the link for my order only brought me to awara's main page. this is a real problem as i had already arranged for my old mattress to be picked up as i thought the mattress and frame would be delivered soon. i have since contacted awara two more times to find out when my mattress would ship. i've been given different information each time. at this point, i'm not sure i'll ever get it. the final niggling point is that the online chat takes a while to respond. and what's worse is that after a short period of time there's an automatic message saying that "it's been a long time since you've responded. we will close the chat if you don't respond soon." this happens even when you're waiting for the customer service representative to respond. this is ridiculous.