Zinus Inc. Omdömen 125

Extremely disappointed with both the mattress quality and the customer service from this company.

The mattress is incredibly uncomfortable, offers terrible support, and has affected my sleep significantly. I purchased it expecting quality and comfort, but instead I’ve had restless nights and ongoing discomfort.

What made the experience even worse was the way the company handled my complaint. Rather than offering a proper solution or exchange, they offered a small “goodwill” payment that does not resolve the actual issue. I found the response dismissive and unhelpful.

I would not recommend this company to anyone looking for quality products or reliable customer service. Very frustrating experience from start to finish.

Absolut unseriöser Anbieter. Katastrophe Abwicklung, kein telefonischer Kundendienst, Zusagen werden nicht eingehalten.

They were so horrible, I didn't buy from them, even though I had the products (two mattresses for a rental) in my cart and I was ready to check out. Here was my experience:

* I first reached out with a question through their website. I had the items in my cart, but wanted to know about delivery date. I chatted with the bot, who eventually transferred me to a human (Jacob). Despite me sending several messages, Jacob never replied.
* I left that chat window open and tried again. This time the chat bot connected me to a woman (I don't remember her name). She also never replied. So I just gave up.
* Then they texted me from "jason" who said (direct quote) "Hi there, it's Jason from Zinus - just a heads-up, I'm a real person, not a chatbot!". Jason proceeded to offer me a discount code that didn't work. Then Jason disappeared (when I tried to reply, I got a message that the recipient no longer existed)
* The next morning jason came back online and replied. He kept telling me that the discount code would work. I kept telling him that it wouldn't (despite me trying different browsers, etc). He finally said I should call in.
* When I called in, I was told that jason *IS* a bot, not a human (thanks for lying to me!). I was also told that it would take them SEVERAL DAYS to figure out why the discount code wasn't working and they would get back to me later this week. When I asked to speak to a supervisor, I was told that none were available, and that they could put in a request for one, but it would take them up to a full day to call me back. FYI, they never did call me back, ever.
* days later they emailed me a discount code. When I emailed back and said I had already purchased elsewhere, I got another email that night from someone else, offering me a discount code.

It was a TOTAL mess, and if this is how they treat potential customers, I can't begin to imagine how completely horrid their customer service would be once they already had my money. 

Bought from Amazon. Was a bit worried as the price of the bed frame was so cheap. Very pleasantly surprised at how sturdy and easily put together it was. Very happy. Excellent value for money

zinus does not honor manufacturer warranty if purchased on amazon from 3rd party. Be aware of that, they just denied my claim for faulty product

By far this is the worst company to purchase a mattress from. I never leave reviews let alone a negative one. They sent the wrong sized mattress and refused to do replacement via amazon and they will make you wait for over three weeks so they can process the order till you get your refund. Avoid please and search before buying!

J'ai acheté un matelas (proche des 300 euros) aujourd'hui (moins de 3 ans après l'achat) le matelas est complètement affaissé je suis obligé de le jeter et évidemment pas de retour du service client pour faire valoir la soit-disant garantie de 10 ans.

A solid wood Zinus bed frame I purchased broke after just over three years of normal use. The central support beam snapped, making the bed unusable.

What followed was weeks of being bounced back and forth between Zinus and Overstock/Bed Bath & Beyond, with each company insisting the other was responsible. Despite being the manufacturer, Zinus ultimately refused to honor the warranty or even sell me a replacement part—purely because of where I bought it.

This experience made it clear that Zinus’s warranty is full of loopholes and effectively meaningless. Expensive product, premature failure, zero accountability. I would not buy from this company again, and recommend that you don't either.

I rarely leave negative reviews, but this experience has been beyond frustrating. My mattress warranty claim was approved, yet I continue to receive emails saying the replacement has an “unknown ETA.” Meanwhile, the same mattress shows as available for sale online. Being told there is no inventory for warranty fulfillment while it is openly in stock for purchase does not make sense from a customer perspective.

I have been patient for weeks and have intentionally held off posting reviews while waiting for resolution. A warranty is supposed to provide peace of mind, not create uncertainty and repeated follow-ups. Offering prorated refunds instead of honoring a full approved replacement only adds to the disappointment.

I chose this brand expecting reliability and support. At this point, I simply want the approved replacement shipped promptly and the warranty honored as promised. I hope this is resolved soon, because the product comfort was good — the customer service experience has not been.

I purchased a bed from this manufacturer on Amazon and couldn’t assemble it because the holes in the headboard and one of the legs were misaligned. It’s too awkward to return and I already had most of it assembled hence I didn’t want to return it and emailed the manufacturer to send me a new headboard. Two emails that I sent were ignored. Eventually I had to drill in the leg to increase the holes to make the screw go through the headboard. Now I don’t know how long this bed frame will last. I will never buy anything from this manufacturer again.

Haben mehr als zwei Monate auf das Produkt gewartet.
Verkäufer reagierte erst auf mehrere Mails und dann fällt denen auf, dass sie das Produkt gar nicht haben...ich bin sprachlos...

Hier j'ai reçu mon lit 140x190 en fer. Monter en 90 minutes avec ma fille sans problème

I filed a warranty claim on September 27 due to a clear manufacturing defect in my bed frame. The company confirmed my address on October 31 and then completely stopped responding. As of November 24, I have received no replacement, no update, and no resolution. They closed the BBB complaint while the warranty claim was still open and unresolved. Based on my experience, this company does not honor its written warranty obligations. When I contacted them by phone, the agent told me "Are you f**king done?" After I explained to him I was sleeping on the floor. This company is a joke and should not be in business. He would have been fired on the spot if I was directing the call center.

Terrible return policy and customer service. AVOID.

despicable company - take ages to reply. refused to send out slats after sending incorrectly manufactured ones. been a week now without a bedframe and told now that I need to unbuild the entire frame and send back to amazon - THEN wait 15 days for a refund. THEN order and take time to build a new one. absolute joke They have caused me a world of stress. DO NOT BUY SAVE YOURSELF A HEADACHE

I bought a metal platform bed unfortunately from an 'unauthorized' vendor. The package was with its original seal. However, upon opening was missing a leg. It was a nightmare going through its automated telephone/email with a repetition of the same questions. The final verdict after numerous queries was that they wont replace the missing leg because of the vendor even when I offered to pay for the missing piece. I now sadly have detritus on my hands.

Ordered folding bed which is great valuè and arrived very quickly!

Beim Kauf werden einem 10 Jahre Garantie zu gesagt. Wenn man nach 30 Monaten diese einfordert weil der Artikel defekt ist, wird es einem schwer gemacht diese ein zu fordern. Telefonisch kann man die nicht erreichen. Mail werden nur mit Verzögerungen von mehren Tagen beantwortet. Hier werden auch immer wieder die gleichen Fragen gestellt, wie Kaufdatum und Kopien von Rechnungen. obwohl die alle schon beim erstenmal mit gesendet wurden. Fotos werden nich akzeptiert. Die halten einen immer wieder hin, damit man aufgibt.

I have 2 warranty claims with this company. The Michelle metal frame I purchased on Amazon is defective. The Zinus essential box spring I purchased on Amazon has flimsy 1/2 inch thick slats in a fabric which is tearing after 5 months of use. The response from both Amazon Canada and Zinus USA is none so far. Each claims no responsibility for the advertising or quality of the products.By the way, the address on this Web site for Zinus is not San Leandro, Canada It is San Leandro, California.

We got a super king size bed from this company it was a disaster from opening the box no fitting to fit a leg no instructions either screws would not go into the holes when we attempted to build .the reviews read it was so easy to build in my opinion the reviews were made up I will never buy from this company