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:07/07/2025

  Type:Delivery 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 purchased an expensive queen mattress for over $8,000 (plus a separate $17 CA recycling fee) over one month ago. They still have not delivered my mattress. I have contacted them numerous times and they just keep saying there were unforeseen delays and that someone will call me to set up delivery. No one has called me to set up delivery as of today and they haven't responded to my last email. I warned them I would be filing a complaint and I am a woman of my word. That is exactly what I am doing with you the BBB now. I have been way more than patient and I am at my wits end at this point. I want two things. First and foremost, the delivery of my mattress this week. Second, a partial refund of at least $1,000 for all my troubles, frustrations, time consuming follow **** worry, so on and so forth.

  Business Response

  Date: 07/10/2025

  Dear ******** *.
  
  Thank you for the opportunity to respond to this matter. We sincerely regret any frustration the customer has experienced and appreciate the chance to clarify the situation.
  
  The customer placed an order on May 26, 2025 for a made-to-order Essentia queen-size mattress, which is handcrafted in our facility. At the time of purchase, we advised of a standard production time of approximately three weeks,(work days)  followed by shipping and delivery scheduling through a third-party carrier. (5 day to **********) once received 3rd party calls customer to schedule deliver and set up.
  
  Unfortunately, this order experienced a slight delay during production, and the carrier also encountered transit-related delays. That said, we are pleased to confirm that the mattress was delivered and received by the customer on July 8, 2025.
  
  We understand the customers disappointment and are truly sorry for the lack of consistent communication, especially regarding the delivery scheduling. Weve since taken steps to improve follow-ups and transparency during production and shipping.
  
  While we understand the request for a $1,000 partial refund, we respectfully decline as the product has been delivered in full, and there was no failure to fulfill the order. That said, we value our customers and remain committed to ensuring a positive experience moving forward.
  
  Should the customer have any remaining concerns, we are happy to address them directly.
  
  
  Sincerely,

  ******* **********
  President & CMO
  

  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23539235
  
  I am rejecting this response because: This is not a satisfactory response nor resolution on their part to make right the significant delays, as well as lack of communication, follow up, and ultimately client experience. I am willing to negotiate my request.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/15/2025

  Thank you for your continued feedback. We appreciate the opportunity to respond further and bring resolution to this matter.
  
  We sincerely regret the inconvenience and frustration caused by the delay in delivering your made-to-order Essentia mattress. As noted in our initial response, your order was placed on May 26, 2025, with a standard estimated production lead time of approximately three weeks, followed by carrier transit and third-party delivery coordination.
  
  While the mattress was successfully delivered and received on July 8, 2025, we acknowledge that there were unexpected delays both in production and transit, as well as inconsistencies in our communication and delivery follow-ups. After reviewing the complete correspondence between you and our team, we can confirm there were multiple points of contact, including updates and efforts made to support the delivery process. (see below)  However, we understand that your overall experience did not meet expectations, and for that, we sincerely apologize.
  
  Although the product was delivered in full, we want to ensure that you feel valued as a customer. As a gesture of goodwill and to recognize the inconvenience caused, we are offering a $500 refund, which will be processed to your original method of payment.
  
  We hope this gesture demonstrates our commitment to resolving your concerns in good faith and encourages your continued trust in Essentia.
  
  Please dont hesitate to reach out if you have any further questions or require confirmation of the refund.
  

  Sincerely, 

  Silvana 

  COMMUNICATION:

  From: ****** <******************************>
  Sent: Wednesday, July 9, 2025 3:08 PM
  To: Essentia ************* <*********************************************************************>
  Cc: Essentia Shipping <*****************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  please just answer my query and how you can confirm for me the mattress I ordered the dormeuse rem9 is the actual mattress I received and with the **** ****** upgrade I paid for as well as let me know how I eventually wash the cover
  
  
  
  On Jul 9, 2025, at 11:18?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  Thank you so much for your response and for confirming that your mattress has been delivered.
  
  Id truly appreciate the opportunity to connect with you briefly to go over a the details with you.
  
  At your earliest convenience, please call me at ***********************, or kindly let me know the best time to reach you during the day from 8am to 3:30 pm EST.
  
  Thank you again, and I look forward to speaking with you soon.
  
  Sincerely,
  
  *******
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Tuesday, July 8, 2025 5:20 PM
  To: Essentia ************* <*********************************************************************>
  Cc: Essentia Shipping <*****************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  
  mattress was just delivered, but can you confirm for me how I can be sure the **** Aspret upgrade I paid for is actually in this mattress that was delivered I received no packing list no invoice no itemized sheet nothing thank you
  
  
  
  
  On Jul 8, 2025, at 8:48?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  I hope this message finds you well.
  
  We tried reaching you again today, July 8th, and left a voicemail at the number we have on file: ************.
  
  We just wanted to kindly reconfirm your delivery scheduled for today. When you have a moment, we would truly appreciate it if you could give us a quick call at **************.
  
  Thank you so much, and we look forward to hearing from you soon.
  
  Warm regards,
  
  *******
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ****** ******* Laval, ****** H7P 5Z7
  
  
  
  <image002.png>
  
  
  From: Essentia ************* <*********************************************************************>
  Sent: Wednesday, July 2, 2025 10:33 AM
  To: ****** <******************************>
  Cc: Essentia Shipping <*****************************************************************>
  Subject: RE: Your Essentia Order Confirmation - #*****
  
  Dear ******,
  
  We hope all is well.
  
  We received confirmation from the carrier that your delivery has been scheduled for July 8th. Could you kindly confirm?
  
  Thank you for your patience,
  
  Sincerely,
  
  Violet
  
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Friday, June 27, 2025 5:44 PM
  To: Essentia ************* <*********************************************************************>
  Cc: Essentia Shipping <*****************************************************************>; **** ****** <*****************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  Havent received any word from them as of yet
  
  On Jun 27, 2025, at 7:38?a.m., ****** <******************************> wrote:
  
  Thank you, I will expect to be called by them today then. 
  
  On Jun 27, 2025, at 6:53?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  We hope all is well.
  
  Your order is expected to be delivered to the carrier today, June 27th, by the end of the day. Rest assured, we have requested that the carrier contact you immediately once your order is received in order to schedule a delivery date with you.
  
  Once the delivery is scheduled, kindly confirm with us.
  
  Thank you once again for your patience and understanding.
  
  Sincerely,
  
  Violet
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ****** ******* Laval, ****** H7P 5Z7
  
  
  
  <image002.png>
  
  
  From: Essentia ************* <*********************************************************************>
  Sent: Wednesday, June 25, 2025 12:31 PM
  To: ****** <******************************>
  Subject: RE: Your Essentia Order Confirmation - #*****
  
  Dear ******,
  
  Thank you for your response.
  
  Once again, we sincerely apologize for the unforeseen delay in transit, which is unfortunately beyond our control. We're truly sorry to hear how this has made you feel, as it was never our intention to cause any frustration.
  
  Please rest assured that we have sent an urgent request to the carrier to schedule your delivery for next week, and we will continue to closely monitor the situation until your order is delivered.
  
  If you have any further questions or concerns, please dont hesitate to let us know.
  
  Thank you again, ******.
  
  Sincerely,
  
  Violet
  
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Monday, June 23, 2025 1:56 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  yes, you already used that phrase an unforeseen delay an unforeseen delay that has lasted over a month!?! I purchased this back in mid May so something needs to be done about this immediately this is just not acceptable and your response is not acceptable neither is this situation you make no effort or offers for expediting compensating nothing you just keep repeating the same vague unacceptable unforeseen delay response I will begin filing formal complaints and leaving negative reviews on all social media outlets if something more is not done immediately please
  
  On Jun 23, 2025, at 10:00?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  We hope you had a pleasant weekend.
  
  Thank you for reaching out to us and for taking the time to express your concerns.
  
  We completely understand how frustrating this is, and we want to sincerely apologize for the inconvenience it has caused. Unfortunately, there has been an unforeseen delay in transit that is beyond our control. That said, please know we are actively monitoring the situation and doing everything we can to ensure a smooth and timely resolution.
  
  As soon as the shipment is delivered to the local carrier, we will make sure they reach out to you promptly to schedule the delivery date with you.
  
  ******, we truly appreciate your patience and understanding. Your experience matters to us, and were here to support you every step of the way. If theres anything more we can do in the meantime, please dont hesitate to let us know.
  
  Warm regards,
  
  Violet
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Monday, June 23, 2025 11:32 AM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  To continue my email from this morning, I called Ryder and they said my items havent come in yet. This is getting to be preposterous. I ordered this way too long ago to not have delivery made at this point. This needs to be expedited on Ryders end and your end. Plus I need to be refunded a portion of my order for all the trouble Ive had to go through to consistently and constantly follow up for my own order. This has not 
  in no way been a remotely satisfactory experience with your company as a first time purchaser.
  
  
  
  
  
  On Jun 23, 2025, at 8:18?a.m., ****** <******************************> wrote:
  
  Good morning. I received a text from ***** last mile however they still have not scheduled with me. I need to get this taken care of ****. Please have them schedule with me first final delivery. 
  
  
  
  
  
  On Jun 18, 2025, at 7:00?a.m., ****** <******************************> wrote:
  
  Do you know when I will be contacted and from what # so my phone doesnt block it?
  
  
  
  
  
  On Jun 18, 2025, at 5:14?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  Thank you for confirming.
  
  If you have any questions in the meantime, please dont hesitate to let us know.
  
  Wishing you a great day!
  
  Sincerely,
  
  Violet
  
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Tuesday, June 17, 2025 1:32 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  I will wait for someone/for them to contact me and schedule with them directly.
  
  
  
  
  
  
  On Jun 17, 2025, at 9:41?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  Thank you for your response.
  
  Once the carrier receives your order, they will contact you after 48 business hours to schedule a delivery date.
  
  In the meantime, could you kindly confirm the dates you will be available to receive the delivery?
  
  Should you have any further questions, please do not hesitate to let us know.
  
  Sincerely,
  
  Violet
  
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Monday, June 16, 2025 11:25 AM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  OK, thank you is someone gonna contact me to set up delivery because were going out of town and Im starting a new job so this needs to happen on specific dates
  
  
  
  
  
  
  
  On Jun 16, 2025, at 8:07?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  We hope you had a wonderful weekend.
  
  We are delighted to confirm that your order was shipped on June 13th.
  
  Should you have any further questions, please do not hesitate to let us know.
  
  Thank you for your patience.
  
  Sincerely,
  
  Violet
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  ********** ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Friday, June 13, 2025 12:15 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  Is it shipping out today?
  
  
  
  
  
  
  
  
  On Jun 9, 2025, at 7:35?a.m., ****** <******************************> wrote:
  
  That is the day were returning. You have to call me to set up delivery date please. 
  
  
  
  
  
  
  
  
  On Jun 9, 2025, at 7:25?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  We hope you had a pleasant weekend.
  
  Thank you for your response. We truly understand your disappointment and once again offer our sincere apologies.
  Due to the high volume of sales, we are currently experiencing minor delays. We genuinely appreciate your patience and understanding during this time.
  
  You mentioned youll be out of town as of June 22ndmay we ask when youll be returning?
  
  Thank you again, and we look forward to your reply.
  
  Sincerely,
  
  Violet
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  ********** ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Friday, June 6, 2025 1:49 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  This is disappointing. What unforeseen delays are you referencing? Were back in town now but out of town again the weekend of the 22nd so now this could be a problem again.
  
  
  
  
  
  
  
  
  
  On Jun 6, 2025, at 8:44?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  I hope youre enjoying a wonderful time in *******
  
  Im truly sorry to inform you that, due to unforeseen delays, your order is now expected to ship on June 13th. I completely understand how disappointing this may be, especially when youve been looking forward to receiving your order.
  
  Please know that were doing everything we can to get it out to you as quickly as possible. I sincerely apologize for the inconvenience this may cause, and truly appreciate your patience and understanding.
  
  If you have any questions or concerns at all, please dont hesitate to reach outIm here to help.
  
  Wishing you a beautiful weekend ahead.
  
  Warm regards,
  
  Violet
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ****** ******* Laval, ****** H7P 5Z7
  
  
  
  <image002.png>
  
  
  From: Essentia ************* <*********************************************************************>
  Sent: Monday, June 2, 2025 12:41 PM
  To: ****** <******************************>
  Subject: RE: Your Essentia Order Confirmation - #*****
  
  Dear ******,
  
  Thank you for your response Hawaii sounds amazing, its definitely on my bucket list ?? I hope youre having a wonderful time!
  
  Ive just resent you the quote for the recycling fee. You may want to check your spam or junk folder in case it was redirected there.
  
  Please confirm once youve received it.
  
  Thank you again,
  
  Sincerely,
  
  Violet
  
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Monday, June 2, 2025 12:22 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  Aloha. Im actually in ****** and not really checking emails. I dont see the one youre referencing. Apologies 
  
  On Jun 2, 2025, at 3:43?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  I hope you had a wonderful weekend.
  
  We share your excitement about receiving your order!
  
  Please note that you will not receive a tracking number; however, once your order is delivered to the local carrier, they will contact you directly to schedule a delivery date.
  
  Once your order is shipped we will confirm with you, once shipped it will take about 6 business days of transit time to be delivered to the carrier.
  We also wanted to follow up and confirm whether you received the email we sent on May 27th regarding the recycling fee. If you could kindly take a moment to complete the payment at your earliest convenience, we would greatly appreciate it.
  
  As for the pillowsyes, that is correct: all pillows are final sale. We currently offer three  models, each designed to support different sleep needs:
  
  Sofi Solid Latex Pillow
  This is our thinnest pillow and the only solid molded organic latex model. Its ideal for back sleepers, especially those with a posture suited to a flat or swayback position.
  
  Comfort Latex Pillow
  A popular choice, this pillow features an outer shell made of certified organic latex that encases our proprietary blend of slow-response organic latex foam. The combination mimics the feel of a down pillowwithout allergens. It offers a firmer feel and is excellent for both side and back sleepers, providing just the right amount of "fluff."
  
  Classic Beyond Latex Pillow
  This pillow features our Beyond Latex organic foam as the outer shell, filled with the same proprietary slow-response latex foam blend. It provides customizable comfort and support. This model is especially well-suited to all sleep styles. Side and back sleepers will appreciate its softer feel that cradles the head and neck while maintaining spinal alignment and relieving pressure throughout the night.
  
  We hope this helps clarify the differences between the pillow models. Should you have any further questions, please dont hesitate to reach out.
  
  Thank you again.
  
  Sincerely,
  
  Violet
  
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** <******************************>
  Sent: Friday, May 30, 2025 3:23 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  cant wait for our order to arrive so I will get a confirmation on the fifth with a tracking when it ships correct also had a question on your pillows I see theres no returns thats why we didnt order how do we know which pillow is right for us?
  
  
  
  
  
  
  
  
  
  
  On May 27, 2025, at 7:21?a.m., ****** <******************************> wrote:
  
  Good morning ******,
  
  Thank you for the response. Since its not scheduled to ship out until June fifth we will be fine then. We may be out of town again mid June however nothing has been confirmed or booked as of yet. If it does, I will surely inform you right away. Thank you.
  
  
  
  
  
  
  
  
  
  
  On May 27, 2025, at 5:55?a.m., Essentia ************* <*********************************************************************> wrote:
  
  Dear ******,
  
  We hope this message finds you well.
  
  Thank you for placing an order with Essentia and for reaching out to us.
  
  Your order is currently in production and is scheduled to ship on June 5th. Once shipped, please allow approximately 6 business days for transit to the local carrier. After receiving your order, the local carrier will contact you after 48 business hours to schedule a delivery date with you.
  
  To ensure smooth delivery, could you kindly confirm the dates you will be out of town?
  
  Thank you, and we look forward to your response.
  
  Sincerely,
  
  Violet
  
  <image001.png> Customer Service
  ********************
  Toll Free ***************
  ***************************
  2760 Boul. ********************************************* 5Z7
  
  
  
  <image002.png>
  
  
  From: ****** ******* <******************************>
  Sent: Monday, May 26, 2025 7:21 PM
  To: Essentia ************* <*********************************************************************>
  Subject: Re: Your Essentia Order Confirmation - #*****
  
  Hello,
  
  I know this purchase comes with personal delivery. How do we schedule that as we will be out of town soon???
  
  On Monday, May 26, 2025 at 04:18:09 PM PDT, Essentia Organic Mattress - *** <*********************************************************************> wrote: 
  
  
  <~WRD3771.jpg> ORDER #*****
  
  Thank you for shopping at Essentia! 
  Hi ******, we've received your order and are currently processing it. Our team of skilled craftsmen will be making your new Essentia in our GOLS and GOTS certified organic factory, once ready to ship you will receive a shipping notification.
  
  View your order
  
  or Visit our store
  
  Order summary
  
  <image003.jpg> Performance Micro Knit Organic Sheets  1
  Queen
  <~WRD3771.jpg>
  MEMORIAL DAY SALE: 25% OFF | MEMORIAL DAY GIFT: PERFORMANCE SHEETS (-$549.00) $549.00
  Free 
  <image003.jpg> Dormeuse REM9 Active Organic Mattress  1
  Queen / Add **** ****** Upgrade Enhanced EMF Protection Foam
  <~WRD3771.jpg>
  MEMORIAL DAY SALE: 25% OFF (-$2,618.75) $10,475.00
  $7,856.25 
  
  Subtotal $7,856.25
  Shipping $0.00
  Taxes $844.55
  
  Total $8,700.80 USD
  You saved $3,167.75
  
  Customer information
  
  Shipping address
  ****** M
  ************
  Apt B
  *********************
  ************* Billing address
  ****** M
  ************
  Apt B
  *********************
  *************
  
  Shipping method
  FedEx - Signature Required Payment method
  <~WRD3771.jpg>
  ending with 8549 
  Order Placed on: 05-26-2025 
  
  When Will ** Order Ship?
  
  Orders are processed within 2 to 3 business days and then put into production. Most mattresses are made to order and can take up to 15 business days to produce prior to shipping. Once shipped, please consider transit time depending on your location. Small stock items like pillows, sheets, and accessories will ship sooner depending on availability.
  
  A shipping e-mail confirmation will be sent to you along with your tracking number and details.
  
  You may cancel your order at any time prior to shipping. 
  
  Once shipped, your mattress order is subject to the 9% fee as noted in the 120-Night Mattress Sleep Trial.
  
  Pillows, Foundations, Adjustable Bases, Incline Sleep Kit, Toppers, Custom Orders, Stay Well Mattress, Crib Mattress, Stinky Pad, Sheets, Body Guard, or Kingston Pet Bed: Given the personal nature of these items, returns are only accepted in the event that the product is damaged at delivery or if there is a product defect. All items listed above are final sales, however, some of these products do carry a warranty to protect your investment. No refunds or exchanges will be permitted on these products.
  
  Promotional items or Bonus Cash received free of charge at the time of purchase will be deducted at full retail price or value from your refund.
  
  Should you have questions or comments, feel free to call us toll-free at **************, or send us an email at *********************************************************************.
  <~WRD3771.jpg>
  

  
  

  Customer Answer

  Date: 07/15/2025

   
  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,
  
  ****** *******