Zinus, Inc Reviews

This company doesn't appear to have a legit customer service department. I have left an email. Then I called and actually got someone live. He knew nothing about anything and was to find an answer for me. I waited several minutes and ultimately got dumped into a mystery voice mail. Of course I never got a call back. I then tried using their chat. It was a useless AI chat responses. I ask the chat for a live person and I had to provide an email and my name and it said "form submitted". Form submitted to what?

After ordering from the website, I realized it was fiberglass in the mattress, and I tried to cancel it, and they refused and they’ve been ghosting me. Also charged for shipping. protection even though I tried to cancel it all 15 minutes after ordering.

Zinus Mattress - 12" King Size - Only 2 stars? Yes, because I didn't expect to have issues just a year from purchase. I've been very happy with the mattress. It's the 3rd one that we purchased as a family. This is the newest having purchased June 2024. It's only 13 months old and the comfort level is great. I have traveled 10-12 weeks out of the last 13 months and I'm the only one that sleeps on this bed. This week I noticed that the top two layers seem to be separating. My other memory foam mattress have lasted at least 3-5 years. I've reached out to warranty to see if they can help. Will update when I have this resolved.

I never received the mattress despite still getting a notification every morning for 2 weeks straight that it is out for delivery. Customer service is terrible. I ended up having to dispute the charge.

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.

I had purchased a Zinus platform bed through Amazon and really like it. I tried to get some side tables and went to Zinus. I bought two tables as I had guests arriving. They were not of the same quality as the bed - Several of the pieces had errant marks on them - An apparent black marker on one top, glossy paint on the leg on a matte paint piece, and a hole drilled too close to the top making it impossible to put a screw in. When I tried to get a replacement, I went through over two weeks of back and forth and it is still not resolved. I had to go and get replacements for my guests.

I purchased a bed frame for my daughter and several months ago it broke. Now it has been recalled and the company has offered to send me a repair kit but not a refund. The frame broke while my daughter was sleeping on it and the agent never offered an apology, only required photos for consideration of a refund - which of course I don't have as my daughter disposed of the frame when it broke. As a college student she didn't think there was anything that could be done. Very poor customer service.

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.

This is the best mattress I've ever slept on, for me it was the side sleep mattress and I'm now totally spoiled. I actually thank my bed every time I get in it!! Talk about getting amazing rest! No aches, no pains, just peaceful deep sleep. I turn the bed every 4-5 months as you cannot flip. I tend to sleep toward the middle but not exactly. I've had my Zinus mattress for 5 years and it's still in excellent shape. Anyone who gave this company a bad review is nuts. I will only buy mattresses for them for the rest of time I have and am so happy I found them. I have turned 5 people on to this mattress, they thank me every time I see them. ;)

We purchased this mattress for our motor home after sleeping on this brand (same exact product) our friend had in his motor home and his was great, however with the one we purchased We've slept better in a sleeping bag on the floor. It's horrible! They will not exchange or refund our purchase. Do Not buy this product if you value a decent night's sleep and your back.