Zinus, IncConsumerAffairs Unaccredited Brand
Founded in 1979, Zinus began as an outdoor products company that focused on comfort-oriented furniture, tents and more. Since 2003, Zinus has shifted their focus to indoor products with comfort being top of mind. Mattresses and mattress foundations are Zinus’ specialty. Zinus offers a large assortment of well-designed products for customers at affordable prices. Our goal is to deliver the worlds finest sleep products for everyone’s lifestyle. Are you ready to sleep better? Visit our website today!
Zinus 8inch memory foam mattress - I purchased this mattress at Walmart for my daughter 3 weeks ago and she has yet to sleep on it because of the horrible stench it gives off. Yes 3 weeks later it still smells and I have contacted Zinus by email and phone several times. No response from them. I have wasted 130 dollars on this mattress. The stench gets on any blanket or sheet you put over the mattress and I am so disappointed and upset. Really is a shame that people end up wasting so much money on this mattress and no one from that company can even return a call or email at the very least. I will not recommend Zinus to anyone who values their hard earned money. I would not even give them one star.
OK, I gave them a chance, between Amazon, Zinus & even the so-called Rating/Certification? Org. which is CertiPUR I believe is the proper spelling. They Certify that Products with their Certs are Safe, & Free of Harmful Chems. Well, Not True. Apparently many who Review, as well as Certify do so totally Biased, In One way or Another. Do Not go by a Few Reviews or Use one Site for enough Honest Reviews, because it's clear by now too many Products ordered over past few years, to Current Last Purchase, these Reviews & Certifications are Biased. We purchased a product, a Zinus Mattress, A Queen Sized SO-Called Green Tea, sure, that should've been My 1st Clue, but I did Not buy because of Reviews, We bought because a Couple we know DID Purchase one of these, but a few months ago.
Obviously, a Different BATCH. These Products DO Come from China, the Foam IS Cured & Does Have Chemicals even though Certipur's Certification states, they are NOT harmful. Well, after 7 Long Days & Nights, with Thankfully the ability to have an Open Window, a Turbo Fan going entire 7 days & nights, & because I am an Asthmatic, I am though NOT the only one who is bothered by this Stinky, Not Tolerable SMELL. My husband who is NOT sensitive like I am, Also today tried to Tolerate it, & said, "WELL, that's a couple hundred in the Garbage". Because that IS where it will end up, being Picked UP for what they call a Bulk Waste Pick UP by Our Sanitation Co. While it's ONLY $234 Shipping was free. Good thing, if not that would be More Money Wasted. However, to a lot of people, $234.00 is a Lot of Money, it's still a Lot of Money for US too.
Would be for anyone to just Throw Away, Literally. The Co's involved have answered not One communication, Not ONE Email, Not One Question. The more I research now, After we had this thing Delivered, the More I see they are Not Customer Service Friendly, Nor are any of the REST of the Co's involved, or the "Certification Org". Just trying to Tell People, BUYER BEWARE, Do NOT Waste Your Money Too.
I originally placed an order for a twin size mattress and a twin box spring for my daughter. I decided to go a different direction for these items and canceled my order about 15 minutes after submitting it. I reached out to Zinus at that time and told them to cancel it. Two days later, I received a shipping confirmation e-mail and told them DO NOT send these items, this order is canceled. No response. Still received the items. I have reached out several times to getting a shipping label to return these with no response. I have even left them a voicemail on the answering service, since you cannot speak to a live human. I would NEVER order anything from this company again as I am still waiting for a refund and a shipping label 3 weeks later.
I purchased a mattress and frame set through Sam's Club's website on 2/17/18. It said it’d be delivered by 2/28/18, so of course I was ecstatic. Cheap and fast delivery! I only get an email showing it was purchased. Fast forward to 2/22/18, I receive the corner covers of the bed frame. Still good, I’m trying to be home from work to make sure I’m there to receive the bed. It is 2/29/18, it says that the delivery is ‘pending’. I’ve been emailing them since and trying to call but my emails are never answered and the phone states to leave a message. No one ever picks up.
Then on 3/2/18, the rest of the frame got delivered. I check the status again and it shows that it already got full delivered. I call Sam's, and to Sam's it shows that everything was delivered on 2/22/18; when in reality only the corner covers were and then the full frame on 3/2/18. I have called Sam's Club as well, and the rep called FedEx and they state they haven’t even been given the bed so of course they can’t deliver something they haven’t received. I’m going to give them another week, if no success then I’m going to dispute through my bank.
I had specific questions about Zinus platform beds. I tried writing them. After about 3-4 days I received a form letter response saying there was a glitch in the system, when clearly my question appeared in that same email. I noticed their location is only about 1hr away from me so I called in the morning. I got a message saying to leave my number and they would call me back. It has been about a week and no call. I will not buy anything from a company that does not even respond to questions about their products.
- 1,049,252 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
I ordered a mattress set through Sams.com. Seemed like a good deal. Boy was I wrong!! The only thing that was delivered was the box spring. A label had been created for the mattress itself but no one can tell me why it hasn't been shipped. I received a computer generated email from Zinus saying they were investigating. No one will answer the phone or return my phone calls!! They have NO customer service!! I am 9 months pregnant and I just wanted my mattress before my baby arrived!! We are trying now to get a refund from Sam's club so that we can go out and buy a mattress. I will never never use this company again. I feel like I'm getting scammed!!
Expected my mattress and frame to be delivered on 2/14/18. I was excited to have my frame delivered a day early but it was missing pieces. I notified Zinus on 2/14/18 with no response after a week. I called and was told their email wasn't working right but I had to submit my issue via their online portal. I did this and the next day I received an answer on my original email telling me that I had to submit a copy of my invoice for proof of purchase (supplying the invoice reference # was insufficient) as well as a detailed list of missing parts (by guess only even though I had already done that).
I then received a response to my online submission about a week after that and finally... I got another response that they would send me a new frame, I could select the missing pieces, and then repackage and send back the remaining parts in a pre-paid package. Since then, nothing. I have emailed Zinus 3 more times and still I have nothing but a mattress on the floor. The mattress, by the way, is solidly average. Good price but it isn't amazing and nothing I would buy again. Very, very, unsatisfied and will never use them again. Ever.
Received bedframe after purchase which was defective. Contacted Zinus multiple times. They will not reply to my support ticket request and no one ever picks up at the customer service phone number. Getting ready to dispute the charge with my credit card company.
Ordered our mattress on 1/17. When ordered it said that the mattress would ship in 3-5 days. We got an email saying our order has processed. A couple days later we received tracking info including a FedEx tracking number. It’s been 10 days now and nothing has changed. The order never got passed the shipping label being created. Contacted customer service via email. Received a blank response. Asked for a refund. Still no response. Worst company ever.
TERRIBLE, TERRIBLE Experience!!! I ordered a King Mattress. I never received an email notification. A few days went by and I decided to call to find out the status of my order. They gave me a tracking number and the status of the order kept saying pending for a week. I called FedEx and they stated that the manufacturer never sent the order out. I called Zinus and they said the order went out. I called again and let me add that it takes at least 15 minutes to get someone on the phone. She had told me that they had factory issues and some orders went out and some did not. Mine did not. She said a project manager will get back to me but they are behind on their tickets.
The customer service rep wanted me to create the ticket after all of the problems I already had. I said, "I am not doing it. It is your job". I then came to my senses and said "I want a full refund." She then said, "Ok" and hung up on me. I called back and had to wait another 15 minutes. While waiting an email came through that said I was refunded $34.20 when the mattress was $342.00. I finally got the same person on the phone and they said they would issue me the remaining amount but it will take 2-3 days. I am hoping that it comes through and am quite nervous about that. Absolutely the worst experience I have had with a company in a very long time. Do not waste your time or money on them.
They will not respond to contact attempts. I ordered a mattress 13 days ago, still not shipped, still no response to my inquiries. This company is absolutely horrible. I don't just have money to go out and buy another mattress and wait to be able to get a refund for this one. It looks as though I will be sleeping on the couch for another month because of the lack of customer service and timely delivery. This company deserves to fail hard. Reported to BBB as A SCAM.
I placed an order for a mattress on Feb. 6. They removed money from my account the same day, however, I have yet to receive any email confirmation. I assumed it was a mistake so I tried emailing and calling customer support. The calls were useless. I called multiple times throughout the week, and not once was there ever an agent to take my call. Email was also useless as my question was met with an unhelpful, automated type response. I have left messages and have had no type of response. I have no type of order number, or a bed to sleep on and I doubt they will ever return my call, so I'm out on my money as well. Awful company, awful customer service. Will never order from Zinus again, nor would I ever recommend anyone use this company.
I ordered a full memory foam mattress with Zinus on January 18th, got a email following day that it would be shipped out. 4 days pass and still JUST the shipping label was created, nothing else, even though the estimated shipping date was that January 22nd. I call them, on January 22nd, and FINALLY after waiting on hold for almost 10 minutes I get to talk to a person and they said "oh it's been picked up from the facility. FedEx just hasn't scanned it yet." It arrives 2 days later and the box says "Queen" and it also looks NOTHING like what they have advertised on their Instagram account nor do I see "Zinus" written anywhere, so I'm thinking hmm maybe they reused the box (because I do this at work when sending out merchandise). I really regret not opening the box to check immediately because it actually was a queen size bed, not a full like I had ordered.
I had just moved out of my old apt that I had been living in with my now ex-boyfriend and it was his bed, SO I now have no mattress to sleep on. THANKS ZINUS. I'm only giving you 2 stars because your customer service reps are pleasant other than that the experience was trash. Spend less time/money on branding and pretending to be something you're not when you need more people to fulfill the orders and make sure it's the right mattress.
Purchase the bed on January 3rd and still to this day they did not ship it out. FedEx said they didn't receive it but Zinus always says they do. I talk to one of the supervisors at wanted a hubs. They said all their stuff has been tracked and already logged in but they don't have it.
Ordered a Queen and a XL Twin in August 2017. After about 30 days with no feedback, I called the customer service. I was told that the twin was back ordered and they do not ship partial orders. I asked them about when to expect the back order and they had no idea. I then asked them to ship the queen and I would wait for the back ordered twin. The notice I got claimed the 2nd item on the order was shipped, which should have been the twin as it was listed 2nd on the order.
About a week later we received the queen. (We absolutely love the queen mattress.) I contacted them about the twin and was told they no longer carry the XL Twin and told me they would credit back to me that cost within 5 business days. Two weeks later, no credit. Called them again and was told the credit would made within 5 business days. Two weeks later no credit. Two more phone calls each of which their "system" disconnected. A few days later left a message and no return call. So in October I disputed the charge for that item with my credit card company. Beginning of November I received a letter that Zinus claimed all products were shipped and delivered so the credit was reversed and charged to my card. I am still attempting to dispute this charge. This has been some of the worst customer service I have ever had. DO NOT BUY FROM THIS COMPANY!
We have ordered three mattresses from this company. Our first purchase worked out well and we like the mattress we purchased. However we bought a second mattress for our spare bedroom and this has been a disaster!!! The Zinus mattresses come in a small package. Our queen size mattress came in a box that is about 2’x4’. Once the mattress is opened there is no possible way to get it back into the original packaging. The mattress did not inflate properly. We gave the mattress 2 weeks to expand and nothing ever happened. The corners are still compressed from how it is vacuumed sealed down. We contacted the company and they sent a new mattress to make things right. The second mattress did not properly expand either but at this point I can’t imagine dealing with returning TWO dissatisfaction mattresses!!
Trying to return the first mattress has been a nightmare to say the very least. The company doesn’t send packaging for the mattress to return in after you take it out of the vacuum seal it no longer fits in the box. We were told to just let UPS pick it up as is without packaging. I took a half day off work to be here for UPS to pick up. UPS arrived and refused to take something the mattress unless it is packaged. I had to purchase plastic from a mattress store to package it, at my own expense. We were then threatened by Zinus to be charged for the second mattress since we could not return it. To top the whole ordeal off UPS is still refusing to pick up the mattress as “it is larger than their pick up dimensions”. Zinus has done nothing. This is a nightmare. We will NEVER order again. You would think Zinus would have thought of a way to return their merchandise when it is defective!!! What a horrible design and lack of customer service!
I ordered a 12" king foam mattress & frame on Sunday 10/1. By 10/6 I hadn't received a email with tracking info & was concerned it hadn't shipped. When I arrived home, a big package was outside. It was a mattress... a 10" queen mattress. The worst part; had to call customer service all day, literally from noon-4 before someone answered. As others mentioned, it redirects to voicemail after 5 minutes.
The rep said I will receive the return label by email tomorrow (normally are off Saturdays but "have to catch up to workload"). I will have to call AGAIN to get a second return label whenever I receive the frame. She recommended I call, even if it takes all day, instead of email "because they get too many emails to respond to them all." She actually said that, even though their email is specifically for returns... Maybe their mattresses are great & very well priced. But you'd better hope you don't have issues. Think twice before ordering with them. I've never had this happen before with online shopping. Ever. I will provide follow up when my case comes to conclusion.
I ordered a mattress on 10/4/2017. I created an account on that date with Zinus as required by their website. I received a confirmation email verifying the creation of my account and a confirmation of my order, an order number, and an order status as “pending.” The purchase price was taken out of my account immediately. I checked the order status the next day; still “pending.” Next day, “pending.” Waited until today, only to discover that while clicking on the link to my account via the confirmation email it resulted in a “page not found” error message. I tried to log in with my username and password through their main page, and got another error message. I tried the “forgot password” function, only to see “no account associated with that email” message.
I tried calling the customer service number and got a voicemail indicating they were “looking for their customer sales representatives,” and offering me the option to leave a message. After hearing that maybe five times I wasn’t given the “option,” anymore, I was given a recorded message to leave a message and a beep. I then looked online and reviews, which I should have done before ever placing an order with them and found this site. I then called my bank immediately and filed a claim. Never again. If it isn’t a company I’ve done business with before any transactions will have protection through my CC company.
I ordered a Zinus memory mattress and bed frame (5 yr warranty on frame) from Amazon, back on 10/05/2016. A couple months ago, the frame literally broke - snapped at one of the joints. I've been trying to get warranty support to no avail. I have tried emailing them twice at firstname.lastname@example.org. No response at all. I have now called them twice, and waited. Nobody answered, and I did not leave a voicemail, as it appears to be futile, based on other's experience. This is possibly the worst customer service I have ever experience.
This is what you are suppose to get from Zinus. A good order and delivered product in 2 days processing and 4 or 5 total business days delivered. What you get is company that will gladly promise you the world. Order was processed in two days, they wanted my money. Shipping label was created. 4 business days later half the order was given to FedEx. Status of the rest of the order, label created. FedEx can't deliver it if they aren't given it.
This company cannot spell customer service. I think all they have is a phone number. If you call during their business hours the first thing you get is, "We are closed." If you stay on the line, you are supposed to be transferred to a customer service representative, all that will happen is you will shortly be hung up on. So you can't contact the company if there is a order problem.
Heaven forbid if you need a warranty service. GOOD LUCK!! Maybe their mattresses are good. I don't know, can't even get it delivered, to my daughter. The worse part is she will not have anyone to help her with it by the time they decide to get off their butts and ship it, as promised. If they ship it. I don't even know that is going to happen, no customer service ever available. A frame without a mattress is pretty useless. My experience from the start with this company has not been pleasant. I was going to purchase some other beds, yes plural, but I don't think it will ever happen with this company. Any company can promise the world, but I can already see Zinus isn't capable of delivering their promises.
I don't even have to exaggerate the problems I have had ordering from this company. The facts are simply: I ordered this product and a frame to match on August 9. As of August 22 I had no contact from Zinus in any way, and no product had yet arrived. Of course, they had billed me the cost of the products within 48 hours of ordering. When I finally called customer support to see why I hadn't received anything they simply said there was a 'problem' with processing because the products they were advertising were not actually in stock and had to be backordered. My order had never actually been in stock. They've offered me a refund in full, but it will take even longer until I receive that much. Don't get ripped off, go buy a mattress from some other vendor.
I ordered a frame for a platform bed which arrived in damaged packaging and missing the legs, hardware and center support. I have sent emails and left messages for days with no response. I apparently have a product I cannot use, no way to return it and no resolution.
I recently placed an order for a 4" box spring, and have only had my order in the "processing" zone. I recently moved to a new home, and currently have my mattress just on the floor, and this is just unbelievable! I have tried 5-6 times calling their customer service line, and tried about the same on the online chat and have NOT gotten through. I have even tried just calling to cancel the order so I can purchase a box spring in person but can't get through there either! I will certainly not be recommending this company to anyone, regardless of the quality of the box spring. The amount of time I have wasted on waiting for these people to get back to me is unacceptable.
One week ago today (June 13) I received a very damaged 4" Queen Bi-fold box spring. I called the customer service number to ask what I needed to do to return this item and get a replacement. I was told to take pictures, send my name, invoice number, shipping address and phone number. I did all of the above immediately. I have yet to hear from anyone about this issue. I have called several times and have not been able to get a customer service representative leaving 2 messages. Yesterday I was lucky enough to speak to a lady who told me that I should receive an email by that afternoon and if I did not by 2:30 p.m. pacific time to call back. Well of course I did not receive an email and I did not have time to call back. This morning I called again and of course could not get anyone to answer the customer service line.
Needless to say it is ridiculous to not even get a confirmation stating that you all received my email and letting me know what will be done about the damaged box spring. I would like to receive a replacement but I am pretty much at the point wanting a refund to take my business elsewhere. Pitiful customer service to say the least. I will give this another day or two and if I don't hear back from someone I am going to dispute the charges on my credit card and put the damaged box spring at the road for the garbage people to pick up!
I have bought this mattress a year ago through Wal-Mart. In the Wal-Mart website when one searches for Spa Sensations Memory Foam Mattress in the product description states that the mattresses has a 10 year warranty. I had a few issues with my mattress and decided to give Zinus, Inc. a call to see if I could get a replacement unit. I would call in the morning, afternoon even in the evening before they close and no one would answer. If you want proof, dial their customer service number wait 5 mins and 25 secs and the automated system will tell you that there no agent at this time and to leave a message and someone will call you back. No one called. I been trying for weeks to get a response, even through e-mail.
Finally, I got someone to answer, this first agent told me that in order for me to get a replacement unit I needed to call this following telephone number. 1888-746-7226, if you call that number the system says "this call cannot be completed as dialed." I did research on this phone number and of course this phone number does not exist. Suspicious? I think so. I call back after 6-7 more times of calling, got a second agent, this person said that I had to donate my mattress to Goodwill if it was not working properly. Why? So then, I asked him to verify the telephone number that I was given for the warranty, the agent said "the correct telephone number is 1-888-746-7726."
When I dialed this number it takes me to the Sam's Club credit card services number. I do not know what this company is trying to pull. I EVEN called Wal-Mart's customer service to get some information, they could not get in contact with the company. They even had a direct number and when dialed the representative told me that the number is no longer in service. If someone, is thinking a buying a mattress or any other product from this company, my recommendation to you is to go somewhere else. If you want proof try calling their service number. No one will answer. If someone does however, try asking about their warranty, you will be suspicious of what you hear. I feel that I got scammed from this Zinus company. Lesson well learned.
They offered to help pay for the mattress, Chris and Jeon were very helpful. They're the only reason to raise to 2 stars. Still doesn't absolve the 4wk long ordeal to get a mattress. With the constant call-ins to both Zinus, FedEx, emails -I'm not sure what's going on. They should at least switch to another carrier.
Ordered a new mattress from Zinus directly instead of Amazon for my fractured tailbone. Regretting it now. Basically, they have order issues from Memorial Day weekend, offers 2 free memory foam pillows (never received), then somehow FedEx sends mattress BACK to shipper as per SHIPPER'S REQUEST (??). I call back. They offer expedited mattress to a clarified apt# I provided, then saying I'll have confirmation email. I call back next day because no confirmation email received. They say wait 1 more day. I waited 3, called back again, spoke to supervisor. Supervisor said they'll call FedEx and call me back, never did. I'm beyond frustrated at this point, not to mention the back pain.
I have a 14-inch Zinus dual mattress, like foam and coil and it's great. I love it. The mattress is real comfortable and so far, durable. I'm getting a better night's sleep with it, and it's pretty good with not transferring motion so when my girlfriend wakes up, it doesn't wake me up like the old bed did. I also got a mattress frame and it's sturdy, looks good and durable as well.
But the shipping was one of my only bad experiences with it. The mattress was delayed, and when I picked it up, I had to go to the FedEx store and the box was completely disintegrated so portions of the box were completely missing. I would have definitely contacted them if there was any damage to the mattress but it was fine because it was wrapped in a durable plastic. Basically, I just threw out the box because it wasn't doing anything and then just manhandled the mattress to the jeep. But overall, it was a quick process. It was easy to order and the prices were competitive.
I purchased seven beds and bed platforms from Zinus for a vacant house, which I set up as an Airbnb or vacation home rental. I went with Zinus because of the pricing and the great reviews on them. The beds were delivered on time and the service was great. I was able to sleep on the beds for a couple of days and they were super comfortable. I’m happy and very satisfied and have recommended Zinus to several people.
We love Zinus. It’s the best mattress I've ever slept on. My wife picked out a king size and then a queen and memory foam and then there were platform snap-together frames and we're really happy with them. The deal was very good. For both beds, the price was $800 with the platforms so it was a really good price. Zinus is who you want to deal with if you want to purchase something. They're excellent.
My mattress did not rise up to 12'' as promised. I wanted a replacement. I've provided all of the required info & emailed/contacted them 10 times without success. They will respond to the first email, but after they tell you to contact their "customer service". You'll go around in a circle. Avoid this company!
Zinus, Inc Company Information
- Company Name:
- Year Founded:
- San Leandro