Zinus, Inc Reviews

Unless you don’t plan on sleeping for 3-4 weeks I would not purchase any mattress from Zinus. I ordered a mattress 3 weeks ago and it still hasn’t been delivered after calling Zinus and Fedex numerous times. Every time all they say is “we apologize and we’ll do our best to get it to you by tomorrow”. And yet still no mattress 10 “tomorrows” later. Well FINALLY I receive my mattress and it arrives in terrible condition with box torn and plastic wrapping halfway ripped. I called customer service and used the online website and all I got was a “I’m sorry”. Worst online shopping experience I’ve ever had. Would not recommend this website to anyone.

I love these beds. They easy to put together. They are high off the ground so your feet can fit under to make the bed. They are well packaged and can be taken apart and all parts fit into the headboard if you need to remove the bed or move. They ship fast. They are always in perfect condition. But this time, Lee Youn Jae has scored the score of the decade. This bed included a RATCHET!!!! YES!!!! Imagine the time saved!!!! We were actually in awe after years of using those little wrenches that take forever to screw in a screw. Thank you!

I bought a Zinus mattress. It became DEFECTIVE and still under warranty. In fact, it's the second time I tried to seek assistance. I complied with everything asked of me. I took the pictures, etc. Zinus tells me because I did not have the receipt they could NOT help me. That receipt was mailed into them when I sought relief for the first mattress that clearly was defective. They do not understand this. I file a complaint against Zinus with the BBB. But they REFUSE to respond to the BBB. My dealings with ZINUS gets a THUMBS DOWN. In the meantime I have filed a complaint with the CA Attorney General's Office and at the time of the writing they are looking into my concerns. STILL SLEEPING ON THE FLOOR. THANKS ZINUS, NOT.

I was really excited when the mattresses arrived. I waited 72 hours to open the two rolled up spring mattresses that I ordered per the instructions on the outer box. After pulling the rolled up mattresses out of the box, there were no instructions to be found. My sister and I started to cut it open. I then noticed a sticker on the bottom and bent down to read it. Just as I read the words “high pressure” the mattress exploded from roll to flat in less than 1.5 seconds. It happened so fast all I recall is fighting back to avoid hitting my head but I lost all control. I knocked me 4-5 feet across the room whilst trampling me.

In August 2018, I purchased the Zinus Memory Foam 12 Inch/Premium/Cloud-like Mattress, Queen size; the product has a 10-year warranty (replacement or pro-rated refund), per terms of purchase with properly supported base and mattress protector. Due to the poor construction of materials, the mattress began breaking down, contributing to significant back pain and loss of sleep within the past 14-months, well under the product’s warranty, and was releasing fiberglass particles into my home.

I bought a Zinus twin mattress (Night Therapy 10" Supreme Pillow Top Spring Mattress - Twin) through Sam's Club online. It arrives rolled into a tight bundle, one unwraps the bundle and allows the mattress to "plump" into shape for 48-7s hours. One side of the mattress NEVER "plumped" and sags down about 2 inches. The mattress claims to be "very supportive." IT IS NOT SUPPORTIVE. I sank into the mattress right away. Aching back every morning.. I couldn't figure out how to file a return to Sam's Club, since I live about a hundred miles away with no way to transport a mattress. I left an unfavorable review on Sam's Club and Zinus contacted me, saying they would be happy to help me (they are not happy), since it was already past time to return it to Sam's Club.

I ordered this mattress on September 3. As of September 28, FedEx tracking shows it has not even left the facility, so I’m guessing it won’t be arriving anytime soon. The website says that delivery will be 5-17 business days. In this day and age I can’t even imagine why it would take a month to receive a delivery. It’s not like it’s a custom made item. I will never order from this company again and if possible will cancel my order.

Haven't received the product yet, but it's been 2 weeks and my shipment of mattress cannot be tracked. Only response from support is wait 2 more days and this is happening for 3 times. Hopefully product would be good, but Shipping Experience is worst.

Zinus fails on so many accounts - they did not deliver their product when they said they would (fine), but when asked for an update, their staff was anything but helpful. Asking me to do things I already did, making me wait 48 hours before a response. They raised their voice at me on the phone. My guests had to sleep on an air mattress because they missed their commitments, and their response was to give me a 10% discount and implied that's what I agreed to. They asked me to DM them on Instagram, which I did, to which they did not respond, and instead, they blocked me on Instagram.

I don't think I've ever written a review before in my entire life. My experience with Zinus customer service, however, has been so frustrating and so disorganized that I feel the need to open this Pandora's Box. Before I begin, I want to say that I have not yet received my mattress so I can't comment on the actual product's quality. My good friend bought from Zinus and loves her mattress. It's also one of the cheapest options for a foam mattress out there, so overall probably a good deal. If I didn't think so I wouldn't be here writing this review, because I would have given up on the company a long time ago.

Updated on 05/21/2020: We purchased 14” Cal King Zinus gel foam mattress about 8-9 months ago. Finding fitted sheets that fit and stay on this mattress has so far been impossible. We had to get suspenders for the sheets. Changing sheets is a huge pain. Try lifting this mattress and hooking up the suspenders when changing sheets. I wrote Zinus and “Angel” from Zinus customer service wrote back to go to a tailor and have custom sheets made! I’m writing Sams Club as well.

I should have insisted on what I knew I really wanted. Like the mattress and frame, it is level firm just as I wanted, however, I wanted to order the taller frame and thicker mattress. Reason: All the blankets and coverlets that are made for the size mattress I have hang too low. Nothing fits without overhang flowing on the floor. I have to tuck it under or push the covers under the mattress, This has limited my options.. This happened because during ordering settings have a tendency to move from presets and or what you have chosen as I moved around the site making decisions. It was not till after the purchase did I realize the changes. I called immediately and they said it was already processed and could not be changed. Rather than go through the hassle Of returning I will keep this and purchase my next beds somewhere else.

Purchased a mattress topper, something that's not very expensive but still supposed to be warranted through the company. Less than a day in I noticed the topper was defective with tears in the foam, so instantly I got the email address from the inside information. Needless to say they have done nothing but give me the runaround about replacing. I provided photos of the item and the online shipping and order info as they don't seem to ship receipts with online order. Finally after a week I get a response saying they would be glad to help but I needed to provide better info and more info, so again I sent the same information. They replied that they needed a receipt, so again I explained that my purchase order online was my receipt, and now it's been another week and to my dismay, they have yet to respond again.

I've reached out to their support expecting that they'll help me. Did had an exchange of email, but it seems like their support doesn't really know what she's doing (Jonalyn). It's a waste of time and will not bother reaching out to them in the future.

Zinus mattresses in my experience are no good. I bought a full-size mattress that showed a defect within a year. Believing in the 10 years warranty, I contacted the company and the after-sales was very very bad. They kept asking for more pictures and responded late and finally wanted a lot of my time. I never got any replacement either. Even after sharing a video of the defect, the examiner could not find any manufacturing defect. Very bad experience. Would never recommend if you want good after-sales. I will not recommend it to anyone.

I ordered a King mattress frame, a week later I inquired about the order status being that tracking showed it had been ordered but not shipped. I tried numerous times to call the 1-800 number to no avail - nobody ever answered. I kept my phone on to see how long - it was over an hour, the same song playing over and over.

Zinus has really decent products for the prices. Their mattresses have plenty of options and are really good. The biggest problem with Zinus if you buy direct, is they will ship thousands of dollars of furniture on Fedex without a signature required as part of an inclusive price. Almost all companies worldwide that ship merchandise with value over $100 will require a signature. In this case we bought about $4000 worth of furniture and it was all stolen because it was left in the driveway because nobody was home. Fedex is not liable, because Zinus has chosen to save a few dollars on shipping and enable Fedex to do this.

I purchased the smart base, steel bed frame in the twin/full size from Walmart. The frame is a good frame. The problem lies with the company. The box promises two brackets for attaching a headboard. They are missing from the box. And were mistakenly not packed at the factory. When I called the company to ask these be mailed to me I was given the runaround and told that they couldn't verify that they were to be included. I provided pictures of the box showing that they were promised. I also provided pictures of the product number, the receipt of purchase and pictures of the instructions as requested and still I was refused the parts that are missing. The company is hard to deal with and won't honour their product warranty or promises.

Zinus may have a good product but their customer service let me down in a big way. When ordering a mattress at their website the site lead me to believe delivery would be less than one week. After the order was placed and my card was charged I discovered delivery is 7-15 days. I called customer service right away and requested expedited shipment. I was assured this would be handled but it was not. The order was shipped regular and even thought I had it shipped to a business address. They listed it as residential. I know they offer 100% return policy but that does not help as now I have to find a mattress locally as it’s needed before the schedule deliver date. Order # **.

I bought one Mattress and my name was actually chosen to receive a product of my choosing. I chose another mattress for my daughter and son in law. After a few weeks my son in law is in pain from it being too soft. The old bed is long gone. Zinus and their touted fabulous Warranty/Exchange is not available because I won the product. Even though the product is unacceptable. I wish I had read all these nightmare reviews prior to ever getting involved with this Company. DO NOT BUY FROM ZINUS.

Extremely disappointed. Bought the mattress, and in time, it is bent in the middle like no-one´s business. I went through the process, and it turns out that they say "they don´t want to provide me a shorter warranty period than the 10 years they offer." The label in the mattress states that it was made in November 2013. Therefore it is under warranty. But it is defective. But they "cannot" award the warranty. I have no way of finding the proof of purchase and the seller has even provided a statement that they cannot go back the 4 years that we need to process the replacement. I am not asking for money back. After a month of back and forths. So they don´t want to provide me "a shorter warranty than I deserve". They just refuse to provide any warranty at all. And they call this customer service?

I bought a Zinus mattress to go in my couch. The price was only like 99 dollars. It has great support and no springs and is cool and not hot. It also folds up into the couch nicely. I would recomend.

I really think I made a terrific choice in buying two of these mattresses. This mattress is comfortable and sturdy. I have had it three months and only in cold weather but it seems to be temperature pleasant!

Ordered a twin mattress from this company on 2/20/2018. By 3/14/2019 they still had not shipped my bed and were not responding to calls or emails. I finally received my bed on 3/28/2018, they never returned my calls or emails. Mattress that arrived was a queen, not a twin like I ordered. Between 3/29/2018 and 5/9/2019 I made multiple calls and send many emails before they finally replied and sent me a return form. Returned the bed and finally got a refund by 5/11/2019. 79 days. SEVENTY NINE DAYS I was waiting on this, still needing a bed the whole time. This company is TRASH.

Bought a mattress from Zinus two years ago, and it started to sag earlier this year. Contacted Zinus, and Zinus refused to honor the warranty. What a horrible company! Stay away from Zinus! They suck!!

Do yourselves a favor and don't order from Zinus website! You can get their products elsewhere, even cheaper and immediate delivery or pick up in Walmart for example. I made my order on Thursday Feb 21. Only after ordering I read in the email that shipment will take 7 to 10 days and had seen the same platform at Walmart.

So four days ago bought a Slumber One mattress coil pressure relief. Ya right this is the worst mattress I have ever bought. I literally can not even sleep on it so I called them to try and get a return. "Oh you must take it back to where you purchased it." So I call and try to tell them what Zinus said and they will not return it even though it has not even been slept on. It has been out of the box. Yet their website states you can return within 100 days. Nope sorry. You must return to where you purchased. Well they won't accept it so now I am out 225 dollars because you are out here scamming people for the worst mattress ever. Kinda pissed off and I will never buy your product again and I will be telling as many people as I possibly can about this issue.

Beware this mattress! My 3 year granddaughter was playing on the bed and started complaining of hurting all over. Look initially looked like she was getting a rapidly spreading rash. On closer inspection I could see something shiny covering her whole body. Looked at the mattress and it was covering the whole bed! Looked at the label on the mattress and it says 64% glass fiber. I can't believe it's even legal to sell this product!

The Zinus return policy states, on their website, that the mattress can be returned within 100 days for a full return as long as there are no smells, stains, etc. There is a bolded sentence that states you have to contact them about a mattress that has been decompressed. It turns out, once you take it out of the box, they will not take it back. You have to find a place to donate it to and then send the donation receipt. While this seems like a environmentally friendly idea, there are very few (I haven't found any in my area) places that accept mattresses as a donation. The other option is to throw it into a garbage bin and take a picture of it in the bin to prove that you no longer have it in your possession. I wanted to post a free ad on Craigslist or other website and take a picture of it being driven off by a community member but that was not an option. This is just poor service. Bottom line, if you want to return the mattress, don't take it out of the box.

I bought this Zinus mattress because of the warranty. I purchased in my local store. When I arrived home unpacked it. Let it rise for the full 72 hours. Didn't rise all the way has unleveling throughout the mattress & is killing my back! Walmart won't take it back because it was opened & used. Zinus has been a nightmare .I sent the pictures now including this morning. 4X my phone carrier even sent them and said they received them. I just want my money back which is one of the options. (01/14/19) date of purchase.

The warranty is only a gimmick! I have been satisfied with my mattress for the last 10 months that I’ve owned it. However, recently I vacuumed the top pad with a light duty hand vac and it started to suck threads out of the mattress. Not just a few but long 4 foot strings. Looking closer I could see the thread surfacing all over the mattress in places I hadn’t touched with the vacuum. So I contacted Customer Support (which I have never done on any product before. The first response was to recommend a warranty claim. So I followed their lead and filed a support ticket, In it, I described in detail what I saw and gave my opinion that it was a manufacturing flaw that could just be batch related. I attached pictures of the issue. After a week this was my response;

I purchased a bed from Zinus on Amazon in August. Two weeks after assembling the bed, I notice how poorly the materials have been machined. The three center support legs were poorly designed and could not properly hold the weight of two adults (less than 325 lbs) without loosening up due to a lack of support at the connection point. The bed dug into and permanently scarred my bamboo floors because the legs were angled during normal use. I rent my home, so now I will be out a security deposit, and a hefty one at that. Naturally, I went to get a refund and/ or replacement for the bed. Zinus answered me promptly at first, but when I provided proof of purchase they ghosted me. Two weeks pass, and at this point the legs at the foot of the bed literally snap, leaving the bed at 45 degree angle.

We purchased this and opened it to expand. We smelled the chemical smell, but thought it would clear up. 2 weeks later my daughter can't sleep on the mattress nor in the room that it is in. She has complained of headaches and this morning, had to go the E.R. for a breathing treatment which may have been triggered by the smell. I'm taking this back. I'm curious and very concerned about what that strange smell is.

This memory foam mattress I purchased on Walmart.com for my new apartment immediately emitted an overwhelming chemical smell when released from its plastic packaging. The chemical release with odor ended up lasting for over SIX weeks even with windows open. I had sharp headaches, chest pain and my first ever bright red, peeling eye rashes with extreme swelling early mornings each time I tried to sleep on this mattress. I still had access to the studio I was moving out of, and had to sleep there for the entire month. Repackaging the product for Return is not possible, as it comes pressure sealed.

I've purchased 2 items from them in the past, a bed frame and mattress, and they're decent quality for the price. Happy with the purchase overall. Ordered a couch as well but decided to cancel the order. The issues come when it's time to talk to customer service. I cancelled the 3rd item I purchased from them 3 days before it was set to ship out. They decided to ship it out anyways. Told me to refuse the shipment when it arrived and I would be refunded as soon as they confirmed it was heading back their way. Instead of waiting days for it to arrive from the other side of the country, I called FedEx and was able to refuse delivery before it even arrived at their delivery center. FedEx immediately emailed Zinus about the item returning to them. Zinus took 2 days to 'confirm' (finally look at the email and call to confirm) that the item was indeed returning.

It's less than a year that my husband and I have been sleeping on this 12" foam mattress. Odor not bad upon opening and comfortable at first. Now 9 months later I'm waking up with backache and rolling into the middle of bed. The mattress has been turned around with no difference in sleep. My husband gets up during the night due to heat and sleeps on a 15 year old mattress in another room. Sorry we purchased this foam mattress.

Here my history. I bought this Zinus Memory Foam mattress 12" on December 8th and was delivered by FedEx on December 19. My first red flag: The package was sended by Amazon RETURN CENTER (Can I assume was a product returned by somebody else?). Second red flag: The package was in a terrible condition. Third red flag: After opened the box and decompressed the mattress, came out a terrible odor and it smells really bad. My entire apartment smells of mold and mildew because of this mattress. I have almost a month (01/02/2019) and after several calls to Amazon finally they gonna pick up the mattress tomorrow. The mattress never took the size that suppose to be (12") and the mildew odor still terrible at home. Finally I'm really surprised Amazon still selling this brand. I wished read all reviews on a different websites before entering to this nightmare. I think Zinus should be investigate under The Consumer Protection Act.

I ordered a bed frame and mattress thru Costco. It arrived on time but my room remodel wasn't done so it was stored in my garage. When I did finally get to installing the bed I was impressed by the clear instructions, ease of assembly, and quality of the product. All tools and fasteners required were included. There were no flaws in the materials. The mattress had a slight odor, which is mentioned in several other reviews, but it dissipated in a few hours, and it's winter here, windows closed. I'm a furniture engineer and appreciate well designed and manufactured product. I will recommend this to friends.

I ordered a mattress during Zinus's Black Friday sale. I understand they got a higher volume of orders than they expected and shipping is taking long. BUT FedEx lost my package. Dealing with FedEx and Zinus has been a nightmare. In mid December I emailed Zinus after my order was a week past the delivery date with no tracking updates. That first customer service representative told me a new order would be sent to me and a new tracking number would be sent. After not getting a tracking number after 3 business days all my emails went unanswered.

I ordered a king size bed from the company on November 29th. I have yet to receive it and today is December 20th. My credit card was charged. Every time I ask about my bed I'm told someone will email me. Now I think they've changed the settings so that whenever I call, their system requests that I leave a message. I did email their customer service department twice, as instructed on their website and during my 20 and 30 minute hold times, but I have yet to receive an email back. Please do not order from this company.