Zinus Inc. Reviews 123

They were so horrible, I didn't buy from them, even though I had the products (two mattresses for a rental) in my cart and I was ready to check out. Here was my experience:

* I first reached out with a question through their website. I had the items in my cart, but wanted to know about delivery date. I chatted with the bot, who eventually transferred me to a human (Jacob). Despite me sending several messages, Jacob never replied.
* I left that chat window open and tried again. This time the chat bot connected me to a woman (I don't remember her name). She also never replied. So I just gave up.
* Then they texted me from "jason" who said (direct quote) "Hi there, it's Jason from Zinus - just a heads-up, I'm a real person, not a chatbot!". Jason proceeded to offer me a discount code that didn't work. Then Jason disappeared (when I tried to reply, I got a message that the recipient no longer existed)
* The next morning jason came back online and replied. He kept telling me that the discount code would work. I kept telling him that it wouldn't (despite me trying different browsers, etc). He finally said I should call in.
* When I called in, I was told that jason *IS* a bot, not a human (thanks for lying to me!). I was also told that it would take them SEVERAL DAYS to figure out why the discount code wasn't working and they would get back to me later this week. When I asked to speak to a supervisor, I was told that none were available, and that they could put in a request for one, but it would take them up to a full day to call me back. FYI, they never did call me back, ever.
* days later they emailed me a discount code. When I emailed back and said I had already purchased elsewhere, I got another email that night from someone else, offering me a discount code.

It was a TOTAL mess, and if this is how they treat potential customers, I can't begin to imagine how completely horrid their customer service would be once they already had my money. 

Bought from Amazon. Was a bit worried as the price of the bed frame was so cheap. Very pleasantly surprised at how sturdy and easily put together it was. Very happy. Excellent value for money

zinus does not honor manufacturer warranty if purchased on amazon from 3rd party. Be aware of that, they just denied my claim for faulty product

By far this is the worst company to purchase a mattress from. I never leave reviews let alone a negative one. They sent the wrong sized mattress and refused to do replacement via amazon and they will make you wait for over three weeks so they can process the order till you get your refund. Avoid please and search before buying!

A solid wood Zinus bed frame I purchased broke after just over three years of normal use. The central support beam snapped, making the bed unusable.

What followed was weeks of being bounced back and forth between Zinus and Overstock/Bed Bath & Beyond, with each company insisting the other was responsible. Despite being the manufacturer, Zinus ultimately refused to honor the warranty or even sell me a replacement part—purely because of where I bought it.

This experience made it clear that Zinus’s warranty is full of loopholes and effectively meaningless. Expensive product, premature failure, zero accountability. I would not buy from this company again, and recommend that you don't either.

I rarely leave negative reviews, but this experience has been beyond frustrating. My mattress warranty claim was approved, yet I continue to receive emails saying the replacement has an “unknown ETA.” Meanwhile, the same mattress shows as available for sale online. Being told there is no inventory for warranty fulfillment while it is openly in stock for purchase does not make sense from a customer perspective.

I have been patient for weeks and have intentionally held off posting reviews while waiting for resolution. A warranty is supposed to provide peace of mind, not create uncertainty and repeated follow-ups. Offering prorated refunds instead of honoring a full approved replacement only adds to the disappointment.

I chose this brand expecting reliability and support. At this point, I simply want the approved replacement shipped promptly and the warranty honored as promised. I hope this is resolved soon, because the product comfort was good — the customer service experience has not been.

I purchased a bed from this manufacturer on Amazon and couldn’t assemble it because the holes in the headboard and one of the legs were misaligned. It’s too awkward to return and I already had most of it assembled hence I didn’t want to return it and emailed the manufacturer to send me a new headboard. Two emails that I sent were ignored. Eventually I had to drill in the leg to increase the holes to make the screw go through the headboard. Now I don’t know how long this bed frame will last. I will never buy anything from this manufacturer again.

I filed a warranty claim on September 27 due to a clear manufacturing defect in my bed frame. The company confirmed my address on October 31 and then completely stopped responding. As of November 24, I have received no replacement, no update, and no resolution. They closed the BBB complaint while the warranty claim was still open and unresolved. Based on my experience, this company does not honor its written warranty obligations. When I contacted them by phone, the agent told me "Are you f**king done?" After I explained to him I was sleeping on the floor. This company is a joke and should not be in business. He would have been fired on the spot if I was directing the call center.

Terrible return policy and customer service. AVOID.

despicable company - take ages to reply. refused to send out slats after sending incorrectly manufactured ones. been a week now without a bedframe and told now that I need to unbuild the entire frame and send back to amazon - THEN wait 15 days for a refund. THEN order and take time to build a new one. absolute joke They have caused me a world of stress. DO NOT BUY SAVE YOURSELF A HEADACHE

I bought a metal platform bed unfortunately from an 'unauthorized' vendor. The package was with its original seal. However, upon opening was missing a leg. It was a nightmare going through its automated telephone/email with a repetition of the same questions. The final verdict after numerous queries was that they wont replace the missing leg because of the vendor even when I offered to pay for the missing piece. I now sadly have detritus on my hands.

Ordered folding bed which is great valuè and arrived very quickly!

I have 2 warranty claims with this company. The Michelle metal frame I purchased on Amazon is defective. The Zinus essential box spring I purchased on Amazon has flimsy 1/2 inch thick slats in a fabric which is tearing after 5 months of use. The response from both Amazon Canada and Zinus USA is none so far. Each claims no responsibility for the advertising or quality of the products.By the way, the address on this Web site for Zinus is not San Leandro, Canada It is San Leandro, California.

We got a super king size bed from this company it was a disaster from opening the box no fitting to fit a leg no instructions either screws would not go into the holes when we attempted to build .the reviews read it was so easy to build in my opinion the reviews were made up I will never buy from this company

Mattress is with in 10 years of warranty period, and the mattress has completely lost its back support. I feel like a saggy hammock. Even more frustrating than the product's failure is the complete no response from the Zinus customer service team after submitting photos and invoice. This silence is unacceptable and shows a profound disregard for customer satisfaction and product quality. Save your money and invest in a mattress from a company that stands by its products and values its customers.

Was sceptical that the price was too good to be true but was happy with the quality of the bed frame I purchased, the communication and speed of delivery. It was also really easy to put together and came with spare screws and a neat little ratchet that made it fast and simple to construct. Would happily do business with them again.

Do not shop with them. They will only deliver on a week day no flexibility and terrible customer service. Product looks average quality.

Bought "Zinus Quick Lock Metal Bed Frame Base - Queen" this week. The steel bedframe is of solid construction. It was easy to put together; all the bolts and a ratchet Allen key were provided. Instruction sheet was straightforward. My only criticism is that the factory omitted to install one piece of rubberised support on the main cross beam. (I made do with a piece of weather seal for windows/doors.)

I am in Australia. Zinus do not ship to Australia. I bought through their distributor - Bunnings Warehouse marketplace.

This company is a scam. They promise a 90 day return window. However, they do not honor this. Instead, they asked us to donate the mattress. However, in our locality, nonprofits are not allowed by law to accept used mattresses. After several conversations with supervisors, they finally told us to give it away and take a photo of the mattress outside, by a trash bin. We did. But they are now saying this was not enough. DO NOT BUY FROM THEM.

I broke the central beam of my bed. Just wanted this piece replaced. Was told from the very beginning that yes, it fitted their warranty requirements. After 30 days of at least 12 back and forth, including endless follow ups, I received this final answer from them:

Hello Emmanuel,

Thank you for your patience!

We received a response from out higher management team and in regards with your concern. We can only see the middle beam and legs disposed. For us to submit the refund request, we do require the whole item to be disposed.

Kindly send us a photo that shows the whole bed frame are disposed.

Looking forward to your response.
​

Here was my final email to them:

Are you serious?

1. From my very initial contact, about 30 days ago I have been extremely specific that only one extremity of the middle beam was broken. Not only was I told that my request fitted the requirements for warranty, never once was I told that the entire bed frame should be disposed. I also sent about 10 different pictures of this specific bar, being requested to do so again and again.

2. I must have called and spoken with at least 4 different Zinus representatives to which i re-explained my problem. Again, never once was i told the whole bed needed to be disposed.

3. Despite the fact that my issue happened within the guarantee timeframe, you did not honor your commitment of replacing the broken item. It ‘so happens’ that you did not have the replacement bar anymore.

4. You offer me a mere 110$ which would barely cover the cost of this replacement bar, with al the inconvenience of finding a possible fit falling on my shoulders. Forget about possibly covering the entire bed frame. You would have to send me 500$ for that. Your proposal does not even make financial sense…

5. I m 38 years old. Never - ever - in my life have I dealt with such an incompetent company. You have literrally wasted hours of my time, pulling me in various directions, to finally came up with such senseless answer. And trust me, this is me controlling my frustration, here.

6. I will find an alternative solution. Keep your money. No wonder why you have such poor ratings.

Good luck keeping making the world a better place.