Zinus Inc. Reviews 

Awful I would have loved the bed if it came with the correct pieces. Customer service was a waste of time I should have just returned the bed frame instead of having faith in this company. It took them almost 2 months to tell me sorry we don't have a replacement piece return it and repurchase the product hopefully it will have all pieces so inconvenient and poor way to try to help your customers waste of money.

I am in the main really happy with the product if the pack had contained all the parts required. Unfortunately it was missing a support leg, part I (numbered 9) this could be easily remedied but I am unable to contact the company by phone to discuss, just get a recorded message. If this issue can be resolved I would give 5 stars as the product was delivered really quickly and I really like the design.

- Thank you for the guidance I have submitted a claim online and hope to hear from your customer service team soon.

- I have had to reduce stars given from 3 to 1, this is due to lack of communication. Despite initial excellent customer service where I was advised my details were passed to tier 2 team and the missing part may take up to 6 weeks as it would be coming from Asia (which I accepted as I know it can take some time) 8 weeks have now passed and no update has been provided and I have received no response to an email sent over a week ago requesting a status report. Really disappointed, a company which has supplied faulty goods and does not remedy the issue or keep in touch. I will seek further advice from credit card company to claim back funds.

Hoping to be able to increase the number of stars soon. I ordered their green tea gel mattress because we had one in the past and loved it.
The mattress did not decompress correctly and was lumpy and uneven. I was able to provide pictures and proof of purchase (after some back & forth with customer service) and they agreed to honor their agreement by shipping me a new one.
The delivery date changed a bit, but I believe that was due to the service, not Zinus.
However, when I received my replacement, it was not the same style/firmness of the mattress I ordered and loved. Not sure what's going on, but now am getting concerned I won't receive my mattress. Hoping for the best.

UPDATE Tier 2 team got back to me and we finally received a cheque for a refund so it's all been sorted.

I purchased a bedframe on Amazon from Zinus last year and all was great until the bed started making loads of creaking sounds while just getting into bed and had a squeaking noise sounding like it was going to collapse when i changed the sheets. I emailed customer service and received a message back on the 14th of Oct 2021 to say this problem was covered in the warranty as they advertise their frames as silent.

After a few back and fourth emails confirming purchase, pictures of the bed and confirming my email I was then promised my request would be passed onto the Tier 2 team to further review my problem. That was on the 15th of October, I confirmed I was happy to be passed onto Tier 2 and was told that my options would either be a replacement bed frame sent out to me and if there were stock issues I'd receive a refund by cheque. I was also reminded that with COVID this request could take longer than normal and to allow 24-48hrs for a reply. I haven't had any communication from the Tier 2 team and I then stopped getting replies from customer services. I even opened a new case on the Zinus website in December 2021 and I have heard nothing.

It's a shame as at first the responses were so quick and really helpful, I was hopeful I would have a new bed frame by Christmas or at least by the end of the year as my claimed was opened on the 10th of October 2021.

All I want is a reply so that I know my case hasn't been forgotten about. The customer service were great when they actually replied. I just want a new bed now so a refund would be great so we can afford a different one.

I hope someone sees this and can help, my request number in my email is 1117294 and i have been speaking with Sofia who was lovely.

Thanks, Emily.

Horrible customer service, unreliable delivery times and no way to cancel delivery.

Purchased mattress king size 10" in january 2021. The mattress has lost all of its firmness and comfort. Trying to get it warrantied as its less then a year old. Receive same generic response or request of pictures that will not show the issue i am experiencing. For the money spent on the mattress the hassle of dealing with claims department is not worth it. Next purchase will be from a different manufacturer.

This is our second zinus mattress both times box has arrived destroyed. And plastic bags open. Very disheartening. Also avg memory foam size in there mattress is about 1" think while the rest of the mattress is egg crate foam uncomfortable and non support giving.

Bed frame broke 3 years into 5 year warranty. I emailed customer service who has taken 3 weeks now to resolve the issue. They requested 5 times my Amazon invoice and I sent it to them 5 times. Today they sent me a new email asking for the owners Manuel so they can see what part I needed. Keep in mind the company knows what model frame I bought, has photos of the damage and my invoice (5 copies of it). They should know what part to order.

Been dealing with terrible customer service for about a month. The bedframe I bought had broke after some time but I noticed it had a 5 year warranty, great I thought. WRONG. The replacement was out of stock so I had to wait, then it was in stock, then by the next email it wasn't again. They want you to send the bed back before they can give you a prorated refund which is ridiculous.

Worst customer service I have ever seen. Received the damage bed they send me replacement and that replacement was also damaged. Trying to ship it back to them and requested for refund. Took 5 days to send me a shipping label with wrongly spell name as well as for 2bed they send me 1 shipping label. Now they told me that I have to wait for 24 more hours for the respond. It already took 5 days for shipping level and I don't know how long they will take for my refund.worried about my money.

I have a fiberglass filled green tea mattress that has reaked pure crystal shard chaos in every inch of my home. I learned of the class action lawsuits and realized I want my refund so I requested it. They want every possible picture invoice etc I sent everything. No more response after agreeing to refund me regardless I dont have the tag on the cover my child soiled and I had NO IDEA wasn't removable. Now our dermatologist bills for red itchy irritated fiberglass filled skin and a complete inventory of my costs so far to de glass my townhome will be added to my request and I can't join this lawsuit fast enough. All I want is my $300 back or a no fiberglass replacement. They really aren't being smart or concerned about customer satisfaction or health for that matter.

We purchased a trestle dining table on Amazon and it had a deep gouge in the top. Zinus was quick to respond to our needs and reshipped another one and sent a return label for the damaged one. I was greatly impressed with their service

Don't purchase from their website. Use Amazon or other companies if you really want to purchase them. I was not able to get the product more than 30+days. And I decided to cancel it, and I did cancelled my order through their Customer services. However, I could not get any updates or refund for about a week. Customer service was keep telling me that they could only proceed the refund if they get a confirmation from the delivery company that product is rerouted to their warehouse. I called them multiple times but they were repeating the same thing. I was not being helped. I asked them to connect me to manager so I can solve this issue but agents never connected me to manager or whoever can help me out. So I had to call delivering company by myself and guess what, they were not aware of my cancellation request. Zinus was keep telling me they emailed the delivery company for the cancellation, and apparently nothing was done. So I had to request cancellation for the delivery. I am very curious and wondering how long it would take to get my money back. Maybe another month? So repeat- don't buy the mattress from their website if you do not want to waste your valuable time.

Bought bed, daybed and two mattresses. Bed and daybed easy to assemble (160cm female). Instructions were clear, loved the spare bolts and washers &c and the little Allen key was fab. After assembly, products were sturdy and looked great. Have slept on the green tea memory foam mattress for a week now and love it. Firm, even support. Based on my purchases, I would definitely buy from Zinus in future. Very pleased, thanks Zinus!

We got a four poster bedframe and were totally impressed by the workmanship and the ease with which we were able to assemble the flat pack. It was well numbered, and the diagram was easy to follow. There were even some spare screws. Thoughtful! We then saw a number of complaints in reviews. Maybe the company has a weak spot, or maybe only negatives give reviews, or the company doesn't look for good reviews. But the frame is great!

They sell the worse quality products, don't honor their warranty and ignore your emails do you need any more reasons to not buy their stuff!

Took 30+ days to deliver, so I tried to cancel and get a refund. Customer service told me they could cancel it, but then the mattress arrived and I didn't get a refund :(

I bought multiple stuff from this company I will talk about the matress in this review, firstly it didn't inflate properly secondly the layers weren't glued together but what makes it worse is that support told me to take a picture then said I voided the warranty by doing so! What kind of company does that, they also will ignore your messages please don't buy a mattress or any pieces of furniture from this company!

Scammers please don't buy from this company unless you want garbage that won't work a week from now like a mattress that deflates along with non existent customer service who look for every way to not stand by their warranty!

Queen 30cm icoil mattress.. after 1 month sagging, had to change sides, because hurting my back..then less than 1 month had to go in the middle due to sagging.. turned bed around and started again, its now 7 months and have to buy another bed..dont buy this bed,,this one is going to the DUMP.. fair dinkem, im so disappointed..

dont dont dont buy anything from this company! just like all the other reviewers state this company is a complete scam! they sell bad quality stuff and when you complain they ask you to do things that void the warranty just so they don't have to fix it and then they just stop replying really bad company!