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Business Profile

Bedding

Enso Sleep Systems

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bedding.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 went to Mattress Firm to purchase a mattress and an adjustable base. On December 2nd 2023 the remote for the adjustable base would not work to adjust the bed. We contacted mattress firm who informed us that the adjustable base in the remote were purchased through the outlet and therefore we had to go through the manufacturer for the replacement. It is still under warranty. It has now been over a month that we have not been able to use the bed for the purpose of which we bought it for and we still have not received the replacement remote that they told us they had ordered. Last week we received a call saying it was being shipped to us. Today, January 3rd, 2024 I called them back to ask the status of the shipment and they told me it is not shipped yet. I am extremely frustrated The company has done nothing solve the problem other than tell me time and time again that the remote is coming. The customer service has either been inconsistent or nonexistent on their end. Any status updates have not been initiated by them at all and I have wasted hours on the phone trying to resolve this issue. If I had not contacted them again this evening to ask about the status of the shipment that I thought was on the way no one from the company would have contacted me to let me know that it was not actually shipped.

    also the 877-370-8482 number on their website does not ring... the line is always busy.

  • Initial Complaint

    Date:07/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been calling Enso for the past two weeks to no avail. Their listed phone number always has a busy signal. It never rings for me to actually speak with someone. I purchased an adjustable bed frame that no longer works and would like a replacement. I am still within my warranty but it’s impossible to get in touch with someone! Horrible experience so far.

    Customer Answer

    Date: 07/11/2023

    I have attached my email receipt. I am not sure which warranty I have as Enzo’s website lists different warranties based on the model. I do not know my model number but Enso should be able to pull it up. 

    Customer Answer

    Date: 07/21/2023

    I have not heard from the business in response to my complaint.

Enso Sleep Systems is NOT a BBB Accredited Business.

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