Zinus Inc. Reviews 124

The mattresses are smaller than they claim. I bought a 8in mattress and after fully inflated it was only 6 inches.

2 commandes de la marque Zinus via Amazon, 2 problèmes !
Un cadre de lit en bois à 135€ (n° commande 408-6949764-4925936) et un matelas 1 personne à 88€ en vente flash (n°commande 408-9013456-5192330).
Tous 2 avaient d'excellentes évaluations + photos qui m'ont inspiré confiance, je ne connaissais pas cette marque. Si j'avais su ;(
-Le cadre de lit, une galère....Produit neuf arrivé sale, certaines pièces s'ajustent mal, les trous sont percés de travers, il grince, bref...
Aucune nouvelle du transporteur Amazon (VIR) devant reprendre le cadre de lit, j'ai quand même contacté directement Zinus qui m'a demandé des photos etc....et m'a proposé un dédommagement d'à peine 20€ ! J'ai refusé, j'attendais un peu mieux comme geste commercial, depuis, rien, ils s'en fichent complètement....
-Le matelas, encore pire !
Il est affaissé sur 3 coins, n'a jamais reprit sa forme correctement, aucun carenage, même minime, les ressorts ensachés se voient à travers le tissu, sur les côtés et derrière...
(Tissu de mauvaise qualité en +, très fin, facilement déchirable si on ne fait pas attention...)
Il est indiqué qu'il supporte 113kg, quelle blague et quelle malhônneteté ! 70kg et je sens les ressorts ensachés qui en + font du bruit.
Ce matelas est vendu maintenant presque 200€, UNE HONTE !
Un matelas compressé, une fois déballé, comment voulez-vous le recompresser pour le renvoyer ???
Je n'ai pas cherché à contacter Zinus pour cette commande, de toute façon ils ne répondraient même pas, la satisfaction de leurs clients n'est clairement pas leur priorité.
Toutes ces évaluations extrèmement positives sur leurs produits me paraissent bizarres....
2 achats 2 problèmes, autant de malchance, je n'y crois pas !
JE NE PEUX QUE VIVEMENT VOUS CONSEILLER DE FUIR CETTE ENTREPRISE....et vais me faire un devoir de mettre mon avis partout afin que d'éventuels clients ne se fassent pas avoir comme moi (et bien d'autres au vu des autres avis)....

They corrected the mistake and sent me a new mattress. It arrived much more quickly despite that they said they had no expedited shipping option. I'm happy now able to sleep in my new mattress and happy it was corrected. Someone out there got a new mattress for free.

Original review: I ordered this mattress two weeks ago and I've triple-checked my address that was input into the order. However, yesterday when it said it was delivered I was very surprised to see that the delivery picture was to a house that was not mine nor one I recognized in my neighborhood. I immediately contacted Zinus support. There was no reassurance from Zinus support other than "did you already tried checking to your nearby houses?" ...Yes, I did. No help whatsoever, no "rest assured we're taking a look into this" or "we will contact FedEx" and no further response as of yet. I filed a claim with FedEx myself shortly after. You would think this matter would be treated more promptly and professionally. I have been sleeping on a couch for almost a week now and will continue to do so until there is some kind of resolution. Incredibly unexpected from what I thought was a reputable company.

Purchases the item
ZINUS Omkaram 36 cm Upholstered Platform Bed Frame on behalves of family on 22/09 however one leg has missing from package. Contact customer services about 4 times and already sent all the details and proof as requested but end up no feedback. NOw the bed has been stuck in the room for 3 weeks and but for no choice I have to return back to the retailer.

My single size bed frame arrived. While my initial reaction was good at the packaging and general quality of the parts, what looked as if it was going to be a n easy assembly turned into a bit of a nightmare. The meticulously labelled parts; 3 joints simply wouldn’t connect because the “precision engineered” holes wouldn’t line up, so the provided bolts were rendered useless. It was made all the more frustrating since Zinus clearly spend a lot of time and energy on product design and imagery only to fall flat on its face with very basic imprecision engineering!

Took delivery yesterday via Amazon of a Becky dining table.
Terrible finish re the table top.
Clearly no quality control.
Do not buy a zinus product.
Real hassle to return and costly to do so.
Zinus do not reply to email, in fact doesn’t work and no answer to phone calls.

Mattress less than 90 days old, corners sunken in...went through at least 10 e mails, photos, invoice etc.Then refund/replacement denied because I removed tags before applying fitted sheet.
All communication stopped.Now mattress is lumpsided, sheets won't stay.With or without tags on mattress, it's faulty and of poor quality.If Zinus believes in their own products, they would provide exchange or money back.

My bed arrived all scratched and no one from the customer service is responding to my emails.

I purchased a new Zinus bed frame that had 3 screws missing. Contacted customer service and after several emails, they ghosted me, and I never received the missing parts.

I ordered a mattress topper on Amazon thru Zinus. It got lost somehow. Bought it on May 25 and about 2 weeks later even with prime I finally got a refund and was promised to be sent a new item for no cost because of the guarantee. Then Amazon says in order to get the topper I have to reach out to zinus support. I have reached out 4 times with receipts and chat and not a word about another topper. They keep telling me to go back to amazon. Very unprofessional do not buy!! How do you loose a 4 in queen mattress topper. Poor customer service!!!

further to my post on June 14, after my last post I got a reply from Zinus refusing my warranty claim. this was my first reply in over 2 months.
Hello ​Lance,

Upon checking, the mattress does not show any clear defects base on the photos provided. The mattress must have a visible defect without putting any pressure on it. The warranty has specific policies that will be reviewed by the Q/A team for review. The photos provided does not show any clear defect at this time in which this claim was declined.
​
Please note on our policy: It is understood that this does not include normal increase of softness in the foam which can occur during normal break in, or in the case of Visco-elastic memory foam, a lessening of the gradual recover aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the mattress.

This warranty does not include any deterioration of the foam, with an indentation of less than 1.5 inches, not associated with a sag in the foundation, box spring or platform or mattress.​

Sincerely,
NAME REMOVED
Tier 2 Zinus Customer Support
This email was copy and pasted no changes except name removed​​​

I have 9 yrs 4 months left on my non existent warranty. to Zinus, i'm not going away! this what a warranty is for!
DO NOT BUY THIS PRODUCT!

DO NOT BUY A MATTRESS FROM ZINUS!!!! I purchased 8 online and 6 of the 8 did not grow to the sizes they should have. Our 10" mattresses were more like 7-8" and out 12" ones are 9-10" on all corners. I followed their warranty procedures, took pictures with rulers and measuring tapes, videos, invoices, tags etc which took hours. We were then ignored for weeks, I called and emailed and eventually (two months later) got an email saying they would refund me $376 for 6 of the mattresses, two of which were kings. I then tried to follow up to let them know this wasn't acceptable, but again radio silence. I am now wanting to warn everyone online of the horrible customer service and risk you run when ordering from this company. DONT WASTE YOUR TIME OR HARD EARNED MONEY!!!! We spent thousands of dollars and have to purchase new mattresses and not to mention the waste involved. I plan to donate the mattress, but am so disappointed and frustrated with Zinus.

Called to cancel order phone keeps hanging up

Ordered the Zinus Suzanne single bed from Amazon and was delivered without screws. I emailed Zinus and I am attaching their response below. I would never recommend anyone to buy from this company
Thank you for contacting Zinus!.

I am really sorry to hear you're having issues with your purchase and apologize for the inconvenience. I would like to notify you that sadly we do not yet have a warehouse in Europe, and unfortunately the global supply chain has been slowed considerably, increasing the days it takes for our shipments to reach Europe and the UK. For these reasons, shipments may take several weeks, we are very sorry for the inconvenience. Please let me know if you wish to continue with your request, if you wish for a faster resolution you will have to go through Amazon. Please let me know, I will look forward to your reply.

I was sent a desk with a missing leg. I was told I would receive a replacement part. I wrote to them in October 2022. It is February 2023 and I am still waiting for a replacement. I have emailed several times since asking for an update on delivery, but they ignore all my emails. Do not buy their products if you want missing parts and no customer service. Appalling!!

Update: The Zinus customer care team got back in contact with me very quickly after I had posted the review below and a cheque was received soon after that.

I first contacted Zinus customer care on 29th September this year about a fault with a single platform bed. I was happy with the initial quick response which acknowledged that the bed was still within the 5 year warranty and therefore I was offered a replacement.

I accepted that there might be a delay in getting a replacement bed sent out as I had been given the following notice 'The shipping will come directly from Asia, so unfortunately it might take long to arrive in the UK, we are really sorry for the inconvenience'.

After a month, I sent a follow-up message on 7th November to check what the status was on the replacement, but neither that message nor the two that I have since sent have received a response.

As the email messages were not being replied to, I submitted my last message via the portal on the Zinus website, attaching a copy of the previous email exchange. Nothing at all back from Zinus.

I find it hard to believe that a company such as Zinus cannot arrange to have a bed delivered within a three month time-frame.

The absence of a customer care response is without any justification.

Purchased frame and Zinus mattress seperately. Frame was used by my neice and buckled on the second night. The mattresss was not great quality but it was ok for my neice - or possibly ok for camping (not for use as a spare bed mattress for visitors). The review is based on my experience with Zinus customer service.

Zinus offered a full refund once I have provided evidence of it being dropped off at a recycling facility - which was done. Continued to go back and forward with emails for 2 months - asking bank details to process manually and then still no confirmation. Another month passed and they have now advised no refund will be given however they will send a replacement. Since the purchase was over 3 months ago I no longer require this as I've purchased another and since the refund was promised on multiple occasions it should have been honoured.

Each time I contact customer service to follow up on my refund I was continually advised that the refund will take some time and they will follow up with management. They were clearly hoping I'd forget and give up.

I've no disputed the charges and evidence sent off to my bank to obtain the FULL refund.

Be very cautious with this company. Customer service is shocking along with their faulty, poor quality products!

It says the bed comes with the mattress. It doesn’t. Con artists. I have the screenshot. Can’t upload it here.

BEWARE! In good faith, placed an order and got email from them to track via Fed Ex. The status has NOT changed in 4 days so went on chat with CS. What a waste! They tell me they are waiting for Fed Ex to PICK UP the shipment when Fed Ex said they are waiting to receive the shipment. Someone is lying. Fed Ex said they only pick up shipments when they are ready so obviously this has NOT been shipped as CS was trying to tell me, rather all they did was create a label. NEVER AGAIN, please read reviews before ordering. I hope this is not a scam.
This was their response
we are sorry to hear this and would love to make things right. We normally do not schedule pick ups for customers. Our normal process would be that the customer contact FedEx and schedule a pick up. However if you could provide us with your email, the tracking number on your return label, a week day date for pickup then we would be happy to schedule it for you! Thank you.

Can you believe a customer has to call to get their delivery scheduled…isn’t that what we pay you to do is process the order? I’ve never heard of that nor does this appear anywhere on their website!