Zinus, Inc Reviews

I bought a mattress a few months ago. Unfortunately, last month the edge support memory foam completed tore/separated and is protruding out the side of my bed, leaving no edge support on the upper left side of the mattress. I woke up one morning kind of sunken in and then noticed the issue. For reference, I am a 5’11” 185 lbs male, so there is no reason for this to have occurred under normal sleeping conditions.

This bed came with two popped nails! Very dangerous. I contacted customer support and after we had to pay for packaging ourselves, returned the bed to its warehouse. Two months later we finally got a check with $80 less of what we paid online at Walmart. They told us this was their prerogative. This kind of things MUST be clarified upfront guys because it turns into fraudulent behavior. We wouldn’t have returned the product if this was the case in the first place.

***BUYER BEWARE*** READ THE FINE PRINT*** I ordered and received 34 mattresses and 15 mattress toppers from Zinus (through Amazon) in September 2020. I am a business owner. I own vacation rental units that I furnish. Out of the 49 Zinus items I purchased ONLY 20% were in good enough condition to be used. Of the 20% that expanded to their original size and look good they are horribly firm and uncomfortable. PLEASE read all the fine print before purchasing the Zinus mattresses and mattress toppers! On the main purchasing page of Amazon this is the verbiage. • Expertly packaged - Our technology allows this mattress to be efficiently compressed into one box that is easily shipped and maneuvered into the bedroom; simply unbox, unroll and this mattress do the rest, expanding to its original shape within 72 hours.

I purchased a mattress topper in May 2020. Now has a huge hole and several cracks in the egg crate part rendering useless. For information purpose, husband only weighs 110 lbs so should not have happened. Tried for a week to jump through their warranty hoops. A lot of emails, pictures, copy of Amazon invoice all not good enough. They insist on a non-existent PDF version of my invoice even sending me a broken link. They DO NOT want to honor their warranty. Contacted Amazon 6 days ago but their return policy only lasts one month leaving me to deal directly with this company but they told me to keep ALL correspondence with them so they can appropriate action if needed. Now 6 days later, contacted Amazon for help again for this PDF and after explaining everything to them, they are going to get back with me on a resolution. I suggest not purchasing from this company.

I relied on "real reviews" by customers posted on their site as well as a mattress review site before making the purchase. The online process and delivery went as promised. After about 6 months, the mattress began losing something, not sure what, but I was waking up with more aches and pains than ever before, especially my shoulders and hips. I am a side sleeper and not a large person. I contacted customer service, and....nothing. I ended up buying another mattress. The entire process cost me money and pain. It's not worth the few dollars you might save on their product. This is one of the biggest reasons I don't like buying anything online. The days of truth in advertising are down the toilet, especially from this Company. DO NOT BUY FROM THIS COMPANY IS MY ADVICE, FOR REASONS OF COMFORT AND CUSTOMER SERVICE.

I purchased a mattress from Zinus website on November, and I would to share my experience. After placing an order, I was not able to receive the product for about a month. So I decided to cancel my order through their customer service. A customer service agent who help me out told me that normally it takes 2-3 business days for the refund, so I waited. However, I did not received a refund about a week. And I called them again to request to proceed the refund, however, they told me they can proceed the refund only when they receive a confirmation from delivery company that the product is rerouted to their warehouse. I did not wanted to wait again for getting my money back, so I asked them to proceed the refund asap for multiple times.

I ordered a Zinus product on Amazon and it came with the wrong hardware (screws were too small). I tried contacting Zinus customer support so I could purchase the correct hardware, and they kept telling me they couldn't help me because my purchase wasn't covered by the warranty. No matter how many times I told them that I was willing to pay for the hardware, they still wouldn't help me. I eventually found an Amazon review that had a similar issue, except theirs came with no hardware at all, and was able to figure out what size screws to order. Their customer service doesn't know what is going on. Don't purchase anything from Zinus!!

Please do not buy anything from Zinus, I repeat do not buy from Zinus. I ordered a mattress and waited for 2 months, before getting an email from customer service lead saying that they refunded the money. I waited for 2 months to get this email? They have the worst customer support and there is no proper communication within their department. I suggest to get it from a different company.

My major concern is the lying and excuses which makes me not only question the service but the product integrity. Ordering online was quick and easy on 8.11 and got an estimated 2 weeks delivery. 8.20 received a separate email acknowledging a delay due to the pandemic. 8.21 received shipment is on its way email with a FedEx tracking number. 9.2 I reached out to customer service for an updated eta and was told, “We have sent the information to FedEx and we're just waiting for them to pick up the package at the warehouse.” 9.8 was, “We reviewed your shipment and we believe the label may have been damaged or rubbed off the package due to no updates in scanning.“ As of today there still has not be an updated order number or tracking.

I had found the bed frame on Amazon and was shown a ETA delivery date range of 8/28-9/4 through them. Instead, I ordered the bed frame directly from Zinus on August 13, 2020 so that they would reap the full sale (trying to help the smaller company directly). Worst mistake I could have made. I knew that there were shipping delays due to COVID, so that's understandable. However, the shipping label was created on 8/21/20, order was ready on 8/28/20, and it's still sitting in their warehouse today, 9/14/20.

Since July 30, we have been dealing with this nightmare. Zinus sent wrong size mattress, I paid for 10" queen and got 6-7". Then after about 30 days they said Fed Ex had erased the label on queen adjustable bed frame and it was never sent and now they were out of them. We contacted our credit card company to inform of this nightmare and they refunded immediately. Zinus customer service said if I told credit card co. to remove the refund request then Zinus could refund immediately. So I told them my credit people would take care of it, even if it took longer, which it didn't. Zinus just didn't want negative review! Then, Sept.11, during beginning of a tropical storm Fed Ex dropped off a queen Adjustable bed frame that I fell trying to move to cover. We called to send back and they couldn't pick up for several days. It's finally gone and I sent note, NO MORE!! Hopefully Sept. 14 we will receive email from Zinus that they will let us alone.

I ordered a mattress on July 8 and paid for it. I have not received it as of today, August 25 nor am I able to get a refund from them. Waiting for a person to talk to is very long on phone and no help.

I purchased a bed through the company's website on July 2, 2020, using Affirm as payment method. Immediately, I received a notice stating the delivery time frames would be delayed. After two weeks on 7/18/2020, I decided to cancel the order. Customer service notified me that they could not cancel the order because the product was out for delivery with FedEx. On 7/24/2020, I received a notice from FedEx that the package would be returned to the sender due to customer cancellation. I notified Zinus Customer Service of the cancellation notice and a request for a refund on 7/26/2020.

I've had this mattress since August of 2018. It has been sinking in the middle for the last several months and I turn it on a regular basis. I supplied all the information for refund on June 21st, 2020. I received a reply on June 26th, 2020 that they are out of stock. I asked them if they could issue me a store voucher so I could pick up another one at Walmart. They responded they were not able to do that and I could either wait for them to manufacture more mattresses or receive only a partial refund. It is now July 27th, 2020, they have new stock at Walmart and I do not have a new mattress. The mattress does not last and while their customer service department does respond, they appear to be useless otherwise.

I purchased their 10" Hybrid cool gel mattress directly from their website and was given 4-5 days delivery day. After 7 business days of not seeing the mattress arrive, I tracked the FedEx tracking number that was provided and it showed that it was stuck at label created. I called FedEx to verify and they said Zinus created a label but they were never contacted to pick up the item for delivery. I contacted Zinus Customer Support through their website Chat since they don't have a live rep number listed. They informed me that the item is is being prepared for shipment at the warehouse and it will take 5-8 weeks to deliver. We can't be without a mattress for 5-8 weeks since we moved to a new house and we didn't bring our old mattress. We had timed the delivery of the mattress to match when we will move in and we had been sleeping on the floor for the past 2 days.

Updated on 08/31/2020: On May 25, 2020, I purchased a 10" Green Tea Memory Foam Twin Mattress directly from Zinus.com Website for $202 (order **). On June 1, 2020 I received a box from Zinus which showed 10" twin size green tea memory foam mattress. After unpacking setting it up and using it, it was rock hard. Tried sleeping on it, woke up with 1/2 my body numb. Thought it might need more time to expand, so tried it again the next night. Still rock hard and unusable. I removed it and put the old one back on.

I placed an order on May 18-never received a confirmation. Called on 20th took for every for anyone to find me an order number. On the 27th still no confirmation of shipping, etc, but the debited my account for the $728. Finally talked to someone via chat (no one answered support #) said could not tell me when would be shipped-canceled order will never order from that company again-if they were going to use the Pandemic as excuse for shipping, that should have be communicated during the order process-not after they had all my monies. I refuse (even during Pandemic FedEx and UPS have not stopped delivering) to wait 20 days or longer for a 700 order.

I can't really review the quality of the product I ordered because I never actually got what I ordered. I ordered a king sized platform bed frame, got the twin size. I initially was pretty understanding because mistakes happen, but instead of offering to send the correct item they wanted me to send back the incorrect item in order for them to even start the refund and they still did not offer to send me what I ordered. Support over the phone said I would get my refund before they received the incorrect item but they didn't issue me a refund and the email support ignored me and didn't apologize.

I have the 10” Zinus mattress & it’s great for back & side sleepers. Every night since I’ve got my mattress has been amazing, I’ve been relieved of my frequent back pain and get a good nights rest daily.

The entire transaction was quick and pleasant. The mattress, a California king by Zinus, is the most comfortable mattress I have ever owned. The customer service is great. Very Eco-friendly packaging.

My husband is a BIG man and needed a new mattress where he could sleep comfortably and still be supported. He wanted to try the memory foam with cooling gel. I found the Zinus to be the cheapest buy and not too sure it was going to work out for him, went with the cheapest. However it is great! He loves it and is sleeping better and actually supports all of his weight plus he is remaining comfortably cool unlike the traditional mattresses that get too warm after laying on it in the same place too long. Very pleased and am going to make my next mattress in the other rooms the same. Much cheaper than your traditional mattresses and easy to handle. Great company and speedy shipping!

This mattress feels soft while still being solidly made and giving support. It's a king size extra firm and feels like a luxury mattress. It has a foam layer over the coils so you cannot feel the coils at all. We got it 4 years ago and it still feels great. There's little motion feel so one sleeper doesn't overly disturb the other when moving.

I purchased a Zinus steel box-spring to support my Avocado mattress but it started to fail within a year and went on to fail catastrophically, destroying my mattress and topper, as well. Avocado was very responsive and replaced my mattress but I could not risk using a Zinus produce again, so I asked for a refund. Instead of standing behind their product, they hid behind a policy they wrote themselves. If you value your back, your bed, your money, and your emotional equilibrium, DO NOT DO BUSINESS WITH ZINUS.

We've purchased 2 mattresses (12 inch firm Queen size), 1 was uneven in firmness, lumpy, immediately, the other one was ok until now (6 months old). Contacted the warranty dept, regarding the first one within a month, they had me take pictures, & more pictures, & then even more pictures, then after a month or so of communication, they turned down the claim, not sure how they could determine the different levels of firmness from pictures, asked for a on site inspection, won't communicate anymore. So will be going to small claims court as soon as I find their corporate information, as a matter of principle. They offer a 100 satisfaction guarantee which apparently means nothing.

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.