Complaints

This profile includes complaints for Zinus, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Zinus, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Zinus, Inc.

  5731 Promontory Pkwy Tracy, CA 95377-9200

• 

  Zinus, Inc.

  6111 Bollinger Canyon Rd San Ramon, CA 94583-5186

• 

  Zinus, Inc.

  San Ramon, CA 94583

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018, I bought a box frame from Zinus **** In recent months the bed frames welding has broken in two separate areas. I have been in contact with Zinus over the last 4 weeks and the only solutions being offer are waiting for the out of stock part to arrive but they dont know when theyll be in stock again or a pro-rated check based on the year I bought the box frame. Meanwhile, I am current sleeping on a mattress on the floor while a company who advertised their 5 year warranty and excellent customer service keeps my $140 and doesnt want to fix the problem. They only want to send me the part broken. Meanwhile, this same box spring is still being sold online in other stores.. odd. While I have tried to remain profession in doing this, I spoke with a lady at Zinus on Wednesday and after I told her I would be contacting the BBB, she stated that they restock on Fridays yet Ive been waiting for 3 Fridays now for my part. Zinus has made very little effort to work out a solution. I have an email from the same lady who states she would call me today with info on the restock and I havent received anything, not even an email. I am seeking a full exchange of the product or a full repair of what is broke in a timely manner.

  Business Response

  Date: 08/18/2022

  Hello,

   

  Thank you for reaching out to us. Unfortunately, if a part or full unit is not in stock we only have two options available. One being the customer can agree until the item is back in stock(ETA not available) or except a pro-rated refund(amount will vary depending on purchase date). Yes, we understand that some other companies may have the same item available in store or online, however most third party resellers purchase in bulk and sell and ship directly from their own facilities. Zinus is not able to send parts or replacements from another reseller, and does not have access to this stock. We highly suggest if the customer does not want to wait for the item to be available, the pro-rated option may be the better choice. 

   

  Thank you,

  Zinus Inc.
  

  Customer Answer

  Date: 08/21/2022

  I am rejecting this response because:This issue has not been resolved. We need a total replacement of the box frame, a full refund due to being unable to withhold your end of the 5 year warranty or a replacement part provided in a timely manner. The total replacement can be either the same box frame we have or a box frame that is in stock and equal to the value of bed frame that we have. A prorated check does nothing for your customer except making them pay more for another bed box frame when a simple replacement part or an exchange of bed box frame could easily be accommodated. Many files have been made against Zinus in recent months on BBB due to Zinus saying they are out of stock and will provide a prorated check. Zinus lures their customers in with advertising a glorified costumer service yet cannot help any of the customers with faulty hardware even though Zinus offers and guarantees a 5 year warranty. Zinus only wants the money of customers and thats point blank. I need a solution to this problem. 3 solutions have been provided above. 
  

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order of Zinus mattress at May-15-2022 order number:#****** Total$242 When mattress arrived,the spring in the mattress will squeak when climb into bed. I thought because not expend it well. But after a month it still like this .so I requested return, they sent me an email with donationtown org link and schedule a free pickups then sent them a receipt to get the refund. But I entered my zip code at this website there no organization provided free pickup! And I called Zinus customer service asked them to help me schedule one, they said they cannot help customer schedule it , and asked me to disposal it at disposal center in my area.This option also not free! I am still within 100 night trial why return so difficult? Is not what it says in website ( We'll send you a prepaid return label and instructions for arranging a ************. For decompressed mattresses and/or toppers, please reach out to us for special refund instructions. A refund will be generated back to the original form of payment within 2-5 business days. )tracking number:273153608830

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a zinus brand bed frame on amazon in may of 2022 the **** model i built the bed frame by instruction and was enjoying my new bed that night at least that's what i thought the faulty welds on the bed frames support legs snapped on 2 of the legs causing the bed to dip in the middle i awoke to the sound of clambering metal as a leg fell as a quick solution so i could deal with it in the morning i put a stack of books under it the next morning i went on their website to see how i could fix the problem but they wanted me to register my purchase so i tried doing that just to get denied because they couldn't find my purchase from amazon now i have 2 stacks of books holding up my bed as the remaining legs damage my floor all in all 4 of the five legs have snapped on one side of the welds and one completely broke off my floor is damaged from the sharpness of the bottom of the legs and each time i tried registering my purchase i was told my purchase was not found

  Business Response

  Date: 08/09/2022

  Hello, thank you for your message.

   

  Unfortunately, we are not able to refund purchases made through a third party seller, the customer would need to contact the third party. However if the customer would prefer a replacement, our team can assist with replacing the item.

   

  Thank you,

  **********************
  

  Customer Answer

  Date: 08/11/2022

  I am rejecting this response because:
  Amazon keep referring me to the zinus company and the company tells me to contact Amazon but no one is offering a solution thus bed frame has cause hundreds of dollars worth of damage to my floor and all I want is my money back seems like an easy fix but alas I guess not as I'm offered a replacement of a product that has damaged my house I dont want a replacement I want my money back so I can fix my floor

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/12/2022 14:35 a package with label to zinusinc *********************************************************** tracking number **** **** ************************************** somewhere. But not at address it was to be shipped back to for me to get my refund. I have spoke to several people at ***** as well as zinus emails, *********** and no one has followed up to see where package actually is or when it will be delivered back. That has been over three months no package has been found or all I am being told. Which is a large mattress that is expensive and that I dont have. As you can see ***** picked it up. It was $674.97 that I need reimbursed for since your company cant locate or can ****** I dont have item or my money.

  Business Response

  Date: 08/09/2022

  Hello,

   

  After further review we see that the customer was refunded on July 19th. We have attached a screenshot of the refund, please let us know if you have any questions.

   

  Thank you,

  **********************
  

• Initial Complaint

  Date:07/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to contact this company but keep getting the run around. My mom purchased us a metal bedframe in December 2021 using our Amazon account. Ever since we have had the frame is squeaks and feels unsafe. I have contacted Zinus directly as Amazon directed us to do so. They continue to refer us to different customer care numbers or email addresses without solving the issue. All we want is a frame that is safe and doesn't feel or sound like it's going to break at any second. We have a small child and it would be horrible is something happened to him. I've tried contacting Zinus through various platforms and have essentially received pre scripted robotic responses. I have never even been provided the name of an employee.

  Business Response

  Date: 07/19/2022

  Hello,

   

  Thank you for your message. Our team has replied to the customers claim via our ticketing system. We hope to have this issue resolved fairly quickly! We can leave this complaint open until the Customer Support team has resolved the issue.

   

  Thank you.