Business Profile
Translation Equipment
EnenceThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased a Enence translator November 2024. It was advertised as standalone with 30 day return if not satisfied. Without the guarantee I would not have purchased the item. When received it was obvious that it was not standalone rather it needs your phone data and an app. I immediately tried returning the item. I got the required information from the company to be surprised it was returned internationally to Germany. It was delivered domestically within Canada. When I tried to return with postal companies I found out they cannot return items with lithium batteries internationally. I emailed and phoned the company to get a domestic address. They didn’t reply to my emails and they leave you listening to music on the phone. They don’t pick up. I realized that they know you can’t return the item if they have an international address because of the battery so their return is a sham. They provide the guarantee knowing it will never be returned. They have no intention of fulfilling what they promise.Initial Complaint
12/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
As so many other people have complained, I ordered 1 translator and 1 battery but the site automatically changed it to 4 of each. I immediately complained on chat and they said they couldn’t fix the order because it was already processed! Really?! In 10 seconds?! Yes, processed to my c/c for nearly $280. Chat said I had to wait to receive and then send back. I have tried several times to get an address but nothing. Nowhere did it say I had to connect to the internet to work. Since I never received extra batteries I wrote again and chat said “sorry for the confusion but the extra batteries are built in, not separate. “ What?? What a scam! I want a refund! But I’m not sending them to an address out of the US. Should have known when you can’t talk to a real person something is wrong!Business response
12/20/2024
Dear Sir or Madam,We hope this email finds you well.We had some trouble finding the customer's order under the email address that they had contacted us with. Did the customer happen to use a different email address when placing her order? If so, please let us know the email address used, and we will be able to follow this up for you. You can provide us with any of the following details in order for us to look up your order: Email address used to place the orderOrder numberFull name Looking forward to hearing from you. Best regards,Enence Customer Support TeamCustomer response
12/23/2024
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The email used for the order was *****************Order #******* *** ******* Regards, ******* *******Business response
12/27/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.Please let us know if you have any questions or other inquiries that we can assist you with.Best regards,Enence Customer Support TeamCustomer response
12/27/2024
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. Regards, ******* *******Initial Complaint
11/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The company did not explain that it has to be hooked up to Wi-Fi nor did they explain that you have to have an application download. I wanted to return it and now the return address is in Germany and it was not delivered from Germany so they’re making the customer send it to Germany and get a customs form Application as wellBusiness response
11/25/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that the customer may contact ****** directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.Please let us know if you have any questions or other inquiries that we can assist you with.Best regards,Initial Complaint
11/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered instant translator from Enence, meaning to order one unit but their quantity defaulted to 4 units and I did not notice until a payment of $233.20 came through my account. I immediately spoke through chat to a CS agent to cancel my order. She claimed to have fixed it, yet the charge still remains and I recieved an email stating that the order was processed and that I can not cancel. As it has not shipped and I responded within minutes of placing the order, this is ridiculous. I have now read several complaints about this very same issue and am concerned that they are a fraudulent company.Business response
11/14/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that the customer may contact the bank directly regarding the pending transaction for follow-up, but we just wanted to let you know that it has been settled from our end.Please let us know if you have any questions or other inquiries that we can assist you with.Best regards,Initial Complaint
11/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My wife and I ordered two Enence Instant Translators to use during our trip to Japan. When we first got them and tested they worked perfect. Unfortunately, in Japan they were utterly useless. We even had another couple that was having the same issue. We contacted Enence and received the oddest answer I have ever seen: We have investigated the issue with the translators you purchased and it appears that the problem may be related to the internet connection in Japan. Since the devices are working fine at your home, it suggests that the issue is specific to the location or network in Japan. What? Where is the disclaimer that the translators we bought that say they work in Japan really might not work in Japan because of internet failure. Japan's internet was top notch. We used the translators on our phones without a single glitch! ? Worst excuse ever. Enence, I don't know what other customers have stated, but this just boggles the mind. Please send us our refund.Business response
11/14/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that the customer may contact the bank directly regarding the pending transaction for a follow-up, but we just wanted to let you know that it has been settled from our end.Please let us know if you have any questions or other inquiries that we can assist you with.Best regards,Initial Complaint
08/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a translator that they did not say needs your phone to work. The unit itself does not work and I would like to have my money back. It’s only been 24 hours.Business response
08/06/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that the customer may contact the bank directly regarding the pending transaction for a follow-up, but we just wanted to let you know that it has been settled from our end.Please let us know if you have any questions or other inquiries that we can assist you with.Best regards,Initial Complaint
06/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a translator Enence V3 via ****** that did not work try to return it but they say it cannot only be return to Lithuania and because it has lithium batteries this was a problem for the USPS. So I requested a US address to return, which they did not provide. Later they send me a letter that I do not have to return the item, but ****** refuse to return the money.Business response
07/03/2024
Dear Sir or Madam,We hope this message finds you well. We are writing to inform you that we are committed to resolving the issue at hand as soon as possible. However, we would like to bring to your attention that there is an ongoing dispute regarding the specific order in question.In order to streamline and simplify the process of resolving this matter, we have decided to handle all communication regarding the customer's query through PayPal. This will help minimize confusion and ensure that all relevant information and updates are organized on one central platform.Please let us know if you have any questions or other inquiries that we can assist you with.Best regards,Business response
07/12/2024
Dear Sir or Madam,We hope this message finds you well.We wanted to follow up regarding the customers' concerns. Please note that we are closely monitoring this case and will update the customer as soon as the payment processor concludes the investigation.Please let us know if you have any other questions or concerns. Thank you for your patience and understanding.Best regards,Initial Complaint
03/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Product was ordered and delivered within 4 days. Upon opening the product and starting up the setup process I was directed to a $50 per month app. The app is a requirement for the product which is not mentioned in the description of product. I immediately messaged the company requesting a refund. I was directed to a website with return requirements. I contacted the company telling them I was not satisfied with the purchase, company’s website stated you have a 30 day satisfaction back guarantee. I informed them I would like to return and requested a RMA (per their instructions). I was told on 2 seperate emails opened items are not eligible for return. And why is the item delivered from NY but returned to Lithuania? I am requesting a refund!!!!Business response
03/18/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that customer's may contact the bank directly regarding the pending transaction for a follow-up, but we just wanted to let you know that it has settled up from our end.Please let us know if you have any questions or other inquiries that we could assist you with.Best regards,Customer response
03/18/2024
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. Regards, ***** *******Initial Complaint
02/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I ordered instant translator from Enence, meaning to order one unit but their quantity defaulted to 4 units and I did not notice until a payment of $233.20 came through my ****** account. I immediately called them to cancel my order but was told that it is not possible because the order was already shipped. I received the 4 translator units and want to return them now but I was told that they must be returned to Lithuania. It will cost me $68.40 to return them via USPS with the tracking information. I made numerous phone calls to the company telling them that they have fraudulent practices by telling customers that cancellation shortly after the order is placed is not possible knowing well in advance that the return will be very costly. I see several of the same complaints regarding this issue on this BBB site. I requested from them a paid return label for the amount it will cost for me to ship their products back. Their staff is just reading from the script and continuing to give me a run around. I am attaching their tracking information that proves that they were lying about not being able to cancel my order when I requested it.Business response
02/23/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that customer's may contact the bank directly regarding the pending transaction for a follow-up, but we just wanted to let you know that it has settled up from our end.Please let us know if you have any questions or other inquiries that we could assist you with.Best regards,Enence Customer Support TeamCustomer response
02/23/2024
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.
Regards,
********* *****
Initial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought this product 12/02. It is a language translator. I received it on 12/16. Immediately after receiving it I knew this product was not going to work for me. You can barely hear out of it even when the volume is all the way up. I asked several people if they could hear it and they could not. I sent an email requesting a return RA # the day I received it. I received basically an AI generated response for troubleshooting. The holiday ad offered a 30 day money back guarantee. I travelled to see family for the holidays and upon my return I realized I still haven't heard from them regarding my RA.. I called and Dayna informed me that she could not return an item that is totally useless and does not work because it's after 30 days. I informed her of the email exchange, she pulled it up and didn't care that I contacted them the day I received it and requested a return. We argued and then she tried to use the excuse that because it was opened they no longer could honor a return. That makes zero sense because how would I know it did not work if I did not open it? It's like a one two excuse punch with this unscrupulous company. We continued to argue and she said I could exchange it. I said I might be open to that but is she aware of this problem with the translators. She said she would extend an RA to me this one time only and that I would have to pay for shipping. I thought great, dodged a bullet but once I received the RA it reads exchange but at the bottom reads refund. I don't want this product and want my money back. To add insult to injury the shipping os to Indonesia though it shipped from Vernon CA. This is a scam to move a subpar product to consumers and make it impossible or too costly to return leaving people out of over $100 with a product that does not work. Dayna insisted it works but if you can't hear what it is translating it defeats the entire purpose of the "product" so it absolutely does not work.Business response
01/22/2024
Dear Sir or Madam,We hope this message finds you well.We would like to inform you that we have successfully resolved the customer's concern.We advise that customer's may contact the bank directly regarding the pending transaction for a follow-up, but we just wanted to let you know that it has settled up from our end.Please let us know if you have any questions or other inquiries that we could assist you with.Best regards,Enence Customer Support Team
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Customer Complaints Summary
28 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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