About Zinus, Inc
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!
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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.
But they were keep telling me that it's their policy and I have to wait for them to receive the confirmation from the delivery company. As waiting for Zinus's update, I was keep checking on the delivery status to see if the delivery is cancelled. However, it was keep showing that mattress will be delivered by next day, but I did not wanted the product anymore. I got really frustrated. So I asked the agent, what if the product is delivered to my house, what are you going to do? Guess what they said? They told me to put a memo on my front door that the product was cancelled, so they can bring the product back. SERIOUSLY?...
For my peace of my own, I had to call the deliver company to check if they have received the cancellation request from Zinus, and apparently they were not aware of it. I don't know what happen, but they were not aware of the cancellation. So I had to inform the cancellation to them. Now the delivery status is showing as cancelled... There is no any updates from Zinus yet. I am very curious when I will be able to get my money back. If you don't want to waste your time and money like me, please don't purchase from their website.
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.
Zinus CS cannot give me an estimated shipping date, they do not have any idea when Fedex will pick it up, they won't cancel the order because it has already been processed to ship (which also makes no sense considering they still have possession of it). I guess I could understand, but I see that their shipping issue go back to last year, before COVID, so it's clearly logistics issues within the company. Don't buy from them directly...use Amazon or find another company to order from.
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.
They opened a ticket and would look into the issue. No response, I sent a second request on 8/12/2020 to allow for the delivery to arrive back at Zinus warehouse. Zinus customer service responded on 8/12/2020 to allow 2-3 business days for a refund request and confirmation. I waited the allotted time and still have not received any further response from the company as to the refund since 8/12/2020. I am now on the hook for payment with Affirm for the full cost of a bed I never received, with an unresponsive merchant. I have now filed a complaint with the Better Business Bureau for their lack of cooperation on this matter.
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.
We requested the order be cancelled and the rep said they cannot do this since it was already being prepared for shipment. I requested a phone number to speak to a manager or a live rep, they told me that they don't have a number to call. I requested that they cancel the shipment process and proceed with refunding my order, they told me that they will attempt this and will subject an email to their other department. It's been 3 weeks now and still no mattress and still I have not been refunded. I contacted my bank and issued a dispute since Zinus refuses to ship out my mattress or refund me. Beware. Do not order directly from them. I would only trust Amazon Prime if you HAD to order this mattress but for the price we found a nice Serta Hybrid which was MUCH better.
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.
While moving it I noticed that it was an innerspring mattress, NOT the memory foam mattress I paid for. The tag says 'innerspring mattress'. 21 emails and 2 months later, Zinus refuses to refund my money, refuses to take the wrong mattress back and refuses to honor their warranty. It is going to cost me $180 to dispose of the mattress. So, I am out $382 for THEIR MISTAKE. BBB complaint filed, CA Attorney General complaint filed, lawsuit to come.
Original Review: Purchased what was supposed to be a plush 10" memory foam mattress. After unpacking and decompressing for several days, the mattress remained rock hard. After examining closely, turns out they sent me an inner-spring mattress, instead of the all memory foam mattress I ordered. I tried calling several times, but nobody ever answers. Tried using chat on their website, nobody ever answers. Filled out customer service form, nobody ever answers. Sent several emails, that finally got answered, but the replies had nothing to do with my problem. This went on for over a week and is still going on to this day, three weeks later. I get alternating form-letters that have nothing to do with my problem. Probably going to end up starting a chargeback with my credit card company. Horrible experience, horrible product, horrible company. Stay away from Zinus and read the online reviews about the mold, chemical smells, and fiberglass shards.
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 contacted their support about this problem about 3 weeks ago and between them and shipping they are finally issuing my refund. The support is absolutely useless. I went to Tuft and Needle and ordered another bed frame and their frame shipped with a bit of damage and they immediately are sending out the parts to fix it and even issued a partial refund, which I did not even ask for, before Zinus started theirs. Do not go with Zinus because you will regret it if something goes wrong, which is probably often with larger furniture and Zinus in general.
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.
I penetrated my neck with a knife and hit my head on the wall. It was very scary and to this day I’m very thankful our two toddlers did not coming running by from the other room. Zinus was contacted twice with no real resolution. I begged them to add warnings and instructions to their packaging to avoid a situation that could be worse similar or worse than mine. They didn’t seem to care and I was never contacted after making those calls.
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.
On October 11, 2019, I purchased a new mattress to replace the faulty Zinus mattress, and began the claims process with Zinus, informing them in advance that their product was being removed from my home, along with screenshots of verification from my building management that the mattress would be removed (at my own expense), screenshots of my order (both the new mattress and of their product), pictures of the faulty mattress with the protector and tags, and information on the Zinus brand support system and separate mattress protector required to maintain warranty.
The support representative did not review my submitted documentation, and responded with a canned general response asking for all of the information again, to which I requested further review. The representative “Michael” claimed he had reviewed the information and was aware of my request. I sent the original invoice purchase order as requested after twelve additional additional exchanges. Well after the mattress was recycled and removed from my home at my own expense (the company was aware of this), they requested additional photos of the mattress on 10/23/2019, days after removal.
On they requested the same photos previously submitted for a third time, and I informed them I would be submitting a complaint due to the handling of their warranty and faulty product after their failure to acknowledge and address my prorated refund under warranty after several emails and (12) items of documentation submitted. After sixteen exchanges, the representative refused to submit my warranty claim because of the mattress removal from home—I believe they did this purposefully to avoid issuing the pro-rated refund. Hundreds of individuals have similar complaints with this product.
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.
This mattress is under 10-year warranty. I filed a complaint with Zinus on June 20, 2019. It is now October 15, 2019. I have made at least 3 complaint tickets and there are currently 29 pages of emails between Zinus and myself, with multiple requests for pictures -- including shots with rulers, even though the sagging can plainly be seen without rulers. Each time I take a picture I have to take the bedding apart and put it back together, which includes the mattress warmer which must be fastened over the bottom of the mattress, so mattress must be turned over. This results in my having sciatica for at least 2 days following that. They refused to reply to my complaint to the Better Business Bureau. I have told them if they asked for another picture, I will sue them for their obstruction and refusal to deal with my complaint. They DON'T need another picture to see the sagging. And, yet, today they asked for another picture. Worst customer support ever!
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.
That aside, though, I have had a thoroughly nightmarish experience with their customer service team. Three days after my expected delivery date went by the FedEx tracking page stopped updating altogether. I waited a few additional days, in case it was a glitch, but still no updates and no mattress. At that point, I contacted FedEx to see when the package would be arriving. They said it would come "tomorrow" for three consecutive days until they finally admitted the package had been lost (I could write a whole other review ranting about FedEx, but I won't bore you with that here). Throughout that entire week, from Monday-Friday (the week following the Wednesday the mattress was supposed to be delivered and the Friday that the tracking stopped updating), Zinus had no information for me. They told me to stay in contact with FedEx, because they had no idea what was going on.
Finally, on that Friday, FedEx declared the package lost and I sent the FedEx Claim No. to Zinus. They said they would escalate the issue to their "Tier 2" team and get back to me within 2 days. They never did. I called again to check on the status. On the phone they once again told me to wait for a response from the Tier 2 team. This time I asked to talk to someone in charge of the case. They said no one was available but one of them would call me back in an hour. Spoiler alert: no one did. I called back 3 hours later and finally got a hold of someone handling my case, only to have them tell me, finally, that they thought the package was lost. They sent me an email telling me to "stand by" for the tracking information for a replacement mattress, which I thought was promising. Of course, it's been three days since then, and I've received nothing.
Further correspondence with them has gotten me responses like "Please wait until the end of the day tomorrow for your tracking information" for three days straight. Long story short, their customer service blows. Big time. And if you made it to the end of this review without hating me (or at all), I commend you. I would hate me too if I saw me like this. TLDR Zinus customer service is destroying me day by day and plunging me into madness.
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.
This is the worst possible customer service response I could have imagined. We had 3-4 different fitted sheets from our old mattress we replaced as well as we’ve purchased a couple more sets from different places. The corners lift up when you’re sleeping in the mattress. The sheets clump up. The mattress is comfortable to sleep on but really heavy to move when changing sheets and having to lift mattress to get suspenders on sheet corners. Frustrated with Zinus lack of care with their product not being a market standard size and not being helpful with sheets not fitting!!!
Original: We purchased a Zinus Cal King 12" gel foam hybrid mattress 2 months ago. We have 5-6 Cal King fitted sheet sets and none will stay on the ZInus mattress corners. When I contacted ZInus. They say my sheets (the Cal King) are the wrong size. First they said I needed a new mattress cover which we had bought brand new when the mattress was delivered. A Cal King cover. I usually have to pull the sheet corners back to cover the corners of the mattress at twice a night IF I don't want to sleep on crumpled up, wadded sheets. We have sheets from our old Cal King we got rid of when we purchased the ZInus mattress. Some are older than others and they all are different brand sheets bought at different online or local stores.
The Zinus customer reps deflected any input from me on that maybe the Zinus mattresses need a "certain sheet" and I wrote to see if they'd recommend a manufacturer that fits their mattresses. But, got no help other than make sure I bought a 84" x 72" inch sheets which is silly. That's what all Cal King sheets are. So, we're still wondering how to solve this. We just ordered sheet corner suspenders to try...for both the sheets and the mattress cover. We never had this problem with our old mattress we just gave up. So far, not a big fan of Zinus customer service. The mattress sleeps pretty comfortable...although I find myself sweating more than I did with our older mattress. I picked out the mattress saying it had a cooling gel in it. But, hmmm. Not so much.
Zinus, Inc Company Information
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- San Leandro
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