Zinus Inc. Reviews 

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.
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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!

Absolutely the worst business. I purchased a mattress and cancelled within 48 hrs of purchase. The mattress was not shipped yet for another 2 days after that. I contacted CS several times a day via email and phone to get that cancellation rolling. I was lied to every time I spoke to every rep. My emails went unanswered. Finally someone confirmed my cancellation, but 12 hrs later, I received an email that my item was shipped. I went on to request a return and refund process started. I was given another run around of lies about the return label getting to me within 24-48 hrs, it's been 10 days, and no shipping label yet. I've sent countless emails and filled out online return requests and nothing. The mattress is sitting in its original package and they stole my $500. I've filed a charge dispute with my CC and submitted proof of all the emails, so hoping to get some money back. This is theft.

The desks of this brand are great value for money. I got the Lindy desk which has folding legs and it's so beautiful.

Just purchased a Rectangular Dining Table from Zinus. So very happy. Very good quality and most important to me is that it was very simple to put together and NOT 1,000 PIECES like these other companies. Never really heard of Zinus but I intend on using them in the future if they continue to make it that easy for Assembly.

I bought a cal king platform bed frame and 6 out of the 11 pcs of slats were missing. I called customer service for parts but they will only send this out to me in 12 days. I'm upset that they not only refused to expedite the parts, the representative refused to forward the call to her supervisor, she also DISCONNECTED the call after "putting me on hold".
I called customer service back, but no representative is answering my call but will respond via email.

BEYOND TERRIBLE CUSTOMER SERVICE. I respect the product, but definitely not the company!

I bought an Adrian Bed Frame and I couldn't be happier. I can't believe the quality of the bed frame vs the price I got it for. It comes with all the tools to put the bed together and it took me 20 minutes to do it on my own.

I bought one of the company’s platforms double bed base. When I opened it today to put it together , two of the mattress supports were missing. So I contacted the sinus customer support. The person I chatted with apologised and said he would send me an email for me to respond to and he would organise the dispatch of re0acement pieces., did he heck. No email no further response. An otherwise good product let down by poor quality contro and even worse customer support

Worst customer service ever.
I bought a mattress and asked for cancellation after 2 days, even BEFORE receiving the mattress (delivery date was due 11 days later). They said I had to pay $50 in delivery fees to cancel the order, even if I did not receive the mattress. This is a complete SCAM

This is the worst company I have ever purchased any product from and I would do anything to go back in time and stop myself from spending money with them.

Their customer service is atrocious and they treat you like an annoyance. I purchased my bed and frame from them and immediately started having issues. I called within their 100 day guarantee period but they kept telling me they would reach out to me about it, they waited until after the 100 days had passed to actually “help” me and told me they would do nothing.

I have sent dozens of emails back and forth where they ask for ridiculous “proof” of the issues you are having, things no reasonable person would have the time or energy to do, as well as spending dozens and dozens of hours on the phone.

They will try and gaslight you and tell you that you didn’t call within the 100 days, knowing if you did they would have to take action. I didn’t even want a refund, I just wanted a different bed since the one they sent me is terrible. They seem to purposely not keep notes when you call so they can call you a liar if you say you spoke to someone about something, because according to them if one of their incompetent staff didn’t notate it, you’re a liar and it didn’t happen. The customer is always wrong with Zinus.

Despite making enough profits to easily remedy situations like mine, they do nothing to help customers who have spent money on their products. There is a reason they have such a poor rating here, it’s because they are by far the worst company out there when it comes to products and especially customer service.

They are liars who make terrible products and treat their customers like dirt. No experience with any company has been as bad as my experience with Zinus and I would discourage in the strongest terms anyone buying ANYTHING from them.

Lastly, do not believe their desperate attempts at PR here where they reply and assure someone they will fix things. I have been trying to get my situation resolved for over a year and they have done absolutely nothing to assist me beyond sending me robot emails to my long and detailed, from the heart, messages about how this situation is causing me lots of issues.

DO NOT BUY FROM THEM unless of course you are some kind of masochist who likes terrible quality products from a company that sees you as worthless and replaceable.

It comes with a ten year warranty, but after the second year a lump developed in the middle where nobody sleeps. We turned it sideways and the lump shifted within the year. At four years the lump it so thick i cant easily roll from one side of the bed to the other. It takes a struggle. But the manufacturer doesn’t warranty how the bed appears while you lay on it. It only matters whether or not the foam appears to spring back up within 1 1/2 inches height. Forget about the memory foam sliding around inside and lack of support while you are on it. Well that is excruciating to put up with over time, not laying flat. The entire center foam sliding into the middle of the bed and your butt sinks when trying to sleep. It fails miserably before four years out of its ten and no refunds. I am not holding onto it for another six. Never ever again.

If you are expecting good customer service avoid Zinus. I had purchased Zinus Queen mattress from Wayfair and choose expensive one because of 10 year warranty. For couple year, I had no issue but soon after mattress started loosing its hardness and due to that me and my wife everyday wake up with back pain. I saw that I have 10 year warranty so I called Zinus with all documents that they require and submitted warranty claim and my request was sent to Tier2 (as what they told me). The rep told me to wait for two days to hear back from Tier 2. I waited three week and no response from Tier2. I call customer service and asked why I haven’t heard back and the rep said she will send email to Tier 2 and I should wait two more days so they can respond. I waited four more days no response and I called again same answer and I called four times again and realized they are not even replying their own team. This is very frustrating as they are not even responding to their own team which is very unprofessional behaviour. Now I am asking for claim number so I could go to consumer court to report this behaviour and they are not even giving me that.