Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refusal to honor warranty. About 9 months after purchase 1 or two split king mattresses compressed in the middle. While only showing to be sunken about an inch compared to the mattress that is holding up the foam fully compresses when laid on. The air bladder also leaks and doesnt not hold air. The first time I contacted isense they blew me off. A year later the problem is worse and they refuse to work with me. Ask for general info and pictures but responding thats not good enough they need more. Giving me the run around and being difficult to avoid backing their product even after being told that as permanent and totally disabled veteran we purchased this bed to help with my debilitating back and neck problems.

  Customer Answer

  Date: 06/10/2025

  iSense has agreed to replace the mattress as of 1702 central time

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the iSense mattress 3/9/21. This mattress is only three years old, and cost me $3500. There is currently a "buckle" in the mattress that actually impairs my ability to walk after sleeping on it. I reached out July 7, 2024 to inquire of warranty options of Support. I was repeatedly questioned to submit pictures of the issue. I submitted pictures and videos, as requested. The response was always to request that I send other pictures. Because the issue is not visually obvious, I sent videos of me pushing down on the mattress in that spot, attempting to show, as best I could, what occurred when I slept on the mattress. The response: "We would need photos of the mattress lying flat with no bedding, preferably with something lying across the indentation to make it stand out. If you can provide a photo with a flat object lying across and a tape measure from the surface to the flat object, that is helpful as well to gauge the depth of any indentation."My response:"That won't help, as there is not indentation, per se. As you can see from the video, it occurs when I put my hand on it, which is indicative of what happens when we lay on it. What you are describing would only occur if it were a deep, always-visible indentation, as when someone has lain on it for too long. this is not that. The video I sent with my hand protruding into the mattress is exactly what I am referring to."Their response: "Thank you so much for sending these in.I have already forwarded this to the team and as per them, we need photos of the full mattress with something lying across the indentation to help it stand out, as well as photos of the base with the mattress removed."No matter what I send, I cannot get them to understand the issue or move past requesting photos that won't show any indentation that they're hoping to see. At this point, I'm stuck sleeping on this mattress that literally causes me pain now.

  Business Response

  Date: 10/17/2024

  We have reached out to this customer again to clarify the need for photos to demonstrate that there are no signs of misuse or abuse of the mattress and that a properly-supportive base is in use to ensure that we are taking the correct path forward. We want to be certain that our customers receive the right resolution for any issues they may have, and collecting photographs is a standard part of our process. Once these photos are received, we can continue moving forward with a resolution appropriate for the situation the customer is experiencing.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an iSense mattress. I am within their 180 night guarantee, but the bed sleeps a little hot for me, so I reached out to their support and asked to purchase one with a cooling layer instead. Their support told me to purchase a mattress protector and told me it has comparable cooling properties. Well, the mattress protector does NOT cool and my wife and I have BOTH slept hotter than before. So I reached out to support and told them the protector does not meet our expectations based on the email I have from their support. They refuse to stand behind their product and return it, or offering any kind of compensation for their support basically lying to get the sale. I am now considering returning my mattress to go with another brand based on this extremely poor customer service experience. I would not buy from this company again.

  Business Response

  Date: 08/26/2024

  This customer's issue has been discussed internally and we will be making an exception to our returns policy to provide a refund.

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an adjustable base from iSense for several reasons, but the main reason was that my husband snores, and the partner snore feature seemed like a great solution. The website lists partner snore as a feature, as well as silent drive motors. We were pretty upset when the base arrived and the remote did not have partner snore as an option, it is only available on the app. The app does not work very well and involves several steps to access. The other issue with both the base and the partner snore function, is that the motor is incredibly loud and wakes my husband up every time. I have been going back and forth with the company regarding the loudness of the base and the misleading website description of both the noise level and the partner snore function. I have sent a few videos videos, but they claim the noise is normal, despite the website stating it has "silent drive motors". They have not acknowledged the website description inaccuracies.

  Business Response

  Date: 12/22/2023

  This issue has been addressed directly through our customer service channels. After a review of video provided by the customer, we determined that the motors in the base did not make excess noise, but still provided the customer's information to the manufacturer of our bases, who also determined that the motors were not making excess noise. We describe the Partner Snore feature with the following statement on our website: "Gently raise your partner's head to help alleviate snoring" which does not make a representation of how the feature is accessed. When asked about the Partner Snore feature via chat, email, or phone call, our standard response is "The Partner Snore feature provides a one-touch button in our app that allows you to gently elevate your partner's head to help alleviate snoring."

  Additionally, "silent drive motor" is the technical term for a motor driven by an ultrasonic signal, which prevents the high-pitched whine typically heard from motors driven by AC with signals within the human hearing range, and does not refer to any specific decibel level. No representations were made at any time to a specific noise level, but the customer was informed that the motors do emit a "gentle hum" when they operate, which is consistent with the video provided to us by the customer.

  Customer Answer

  Date: 12/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  I believe the bed frame is falsely advertised and I do not feel this has been properly addressed. The response stated that the partner snore feature is “a one touch button in our app” but there are five steps needed before you are able to access that one touch button. Opening your phone, opening the app, switching the app to the bed frame page, touching the partner snore button and accepting the alert that pops up telling the user that the button will raise their partners side. 

  While “silent drive” may be the technical term for the motor used in the base, it is very deceiving for customers and “gentle hum” is a very inappropriate term to use for that grating/screeching sound. I was also told over the phone that the Isense base would be similar to the sleep number base, which we have tried and is actually nearly silent. 
  
  I am frustrated that I purchased such an expensive item that was advertised to me in such a way that I thought I was getting a very different product than the one I received. 
  

  I do appreciate your response and time, but I would very much like to be able to return the base for a refund. 
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 12/23/2023

  Please see attached detailed information from our Customer Service Manager - ******* ******* ******* as regards to this issue with Customer ***** ********.  Also, thank you for sending this complaint to isense, as we very much care about taking care of our Customers!

  Customer Answer

  Date: 01/03/2024

  Thank you for helping mediate this complaint. I do have an issue with it being marked as “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied” as Isense never responded or acknowledged the portion of my complaint that dealt with the misinformation on both the website and through email. 
  

  Again, the partner sleep is not a “one touch solution”. Which they claimed and quoted even in their response to my complaint.  I pointed this out in my response, but it seems they are choosing not to acknowledge or address it. 
  

  Thank you again for your time and help,

  *****