Zinus Inc. Reviews 123

bought a bed frame from them. asked for a refund and a return shipping label. been back and fourth with them for over a week. the quality of the frame is crap and dealing with customer service has been the worse and most annoying experience.

Purchased this mattress on 1/1/24 via Amazon. Never thought I would purchase a mattress this way however I did so based on 74,250 reviews with 4.5 out of 5 stars. Received on time via delivery person who removed my old mattress. Problem is you need stirrups to get in the bed. It's very firm and not even at all!! Purchased a quilted mattress cover hoping that would help but has not.

Description on Amazon: ZINUS 12 Inch Green Tea Cooling Gel Memory Foam Mattress, Fiberglass Free, Cooling Gel Foam, Pressure Relieving, CertiPUR-US Certified, Bed-in-a-Box, Queen, White

I asked for a new cover i was willing to pay for it,they said there is a 3rd tag that says dont not wash or take off,but there is a zipper on back also 1 tag that has 2 sides that says nothing about what they told me, it was dirty so i washed it it would not come clean like it should of then the zipper broke on the back,i wanted to pay for another since i had it for almost 5 years,but they would not even try to get me another one an said they cant sell the covers,i have aLL emails from company.

The mattress topper was delivered 12/11/23. I put it on the bed in guest room for our guest 12/29/23. The guest didn't like it. I tried it myself for 2 nights. The firm cooling foam topper is HORRIBLE.
I contacted Zinus customer support today 1/17/24 told them I want to send back to them & get refunded.
They tell you to donate it, since it's opened & to email the info to them for verification & then will issue refund.
Then, in the SAME conversation the CS agent tells me there will be NO REFUND, since it's over 30 days from date of delivery.
I said I only bought it because it said 100 night guaranteed. He apologized & said only for mattresses NOT toppers.
I said i only bought the product because it said 100 night guarantee.
$155.00 HORRIBLE product and false advertisement on refund policy.
Nothing cooling or firm about it! You sink so low into it, and to wraps around your body. You can't move. You have to climb out of the hole & is hotter than hell!
I'm also contacting BBB to report their shady business practice/guarantees.
I bought the topper, hoping I'd love it enough to replace my king mattress later this year.
I will shout from the mountain top DON'T WASTE YOUR TIME OR HARD EARNED MONEY ON THEIR PRODUCTS!!!

Don't waste your money on ordering a bed products online. Beds/toppers need to be done in person!!

Horrible experience with these people. DO NOT BUY A THING FROM THEM! They will put you through "H..."with their warranty. They are cheap.
I bought a frame in March from Overstock, now the frame is coming apart and it has a 5 yr warranty, I have been dealing back and forth through emails with Michael Dave (not sure if thats his real name) I was asked to send pic of the defects and a copy of the invoice. I did just that and even sent a video showing how the metal bars are braking off, now after going through all that they want me to sent them zoomed pics marking the damage and all the info on the frame to send replacement parts? Are you kidding replacements parts, the metal bars across 3 broken off from one side, mind you they look like they are welded how in Gods name you going to replace that? The ones in the middle that are reinforcements 3 also broke off due to all these issues the front right leg is bent, now I'm suppose to take the mattress off again to send all these again? NO WAY! This is the worse experience with a warranty I've ever had. I will be filing a complaint against them.

I purchased my mattress and it never inflated spend my hard earned money and they didn’t honor my request to replace the mattress.

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

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.