Complaints

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

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  Zinus, Inc.

  5731 Promontory Pkwy Tracy, CA 95377-9200

• 

  Zinus, Inc.

  San Ramon, CA 94583

• 

  Zinus, Inc.

  6111 Bollinger Canyon Rd San Ramon, CA 94583-5186

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:01/14/2025

  Type:Service or Repair 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.

  We purchased a mattress from this company July of 2023 and since then the mattress has sagged and had other decompression issues. Zinus claims a 10 year warranty on this against defects such as sagging (over 1.5 inches) and decompression. Our mattress sags 2 inches, which paired with the decompresison issues has led to tremendous back pain. We have only been using this mattress for 1.5 years. I have purchased from this company twice in the past with great results, which leads me to believe that this particular mattress is defective. I tried filing with the company and have sent poictures three times (over 20 pictures) clearly showing what they have asked for and they finally agreed that this is a vaild claim However, they are saying the mattress is out of stock. The mattress is showing as available on their official website and on their amazon store front. They are being extremly elusive and are not wanting to take any sort of responsibility for producing a 'bad egg'.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair 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 bought 2 mattresses from ******* and not even 5 months both mattresses not feeling firm anymore. They are turn to be so soft. I contacted the warranty department and they asked for **** of purchasing and pics which I sent but they keep asking for more things to keep it hard to ***** the warranty.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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 bought a bed frame from Zinus in 2017, purchased on ******. It's in great shape overall except that the center support leg needs to be replaced. The threads are stripped and the bolt is not holding the leg steady. I called Zinus to get a replacement leg and they refused, saying it's been over 5 years and so isn't covered under warranty. They don't sell parts. They want me to just buy a whole new frame. This exact practice is contributing to landfill waste, they need to offer the small replacement parts that can extend the life of their furniture and not turn a perfectly good bedframe into trash.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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 purchased a Zinus bed frame from ****** July 2020 for my 9-year-old. Cost was $215.25+tax. One of the legs broke off so I contacted Zinus for a replacement. The claimed they didnt have the part in stock so they wanted to give me a prorated refund if I discarded the bed and sent pictures of the frame in the garbage.They started offering $40.00. I declined and said no, the beds are in stock on amazon and we like the bed we just need the 1 leg replaced. Or another bed frame.A lot of back-and-forth emails they offered $86.10. I said fine because at the time the bed was on the floor and the number of emails was getting ridiculous.I sent the pictures and then nothing came of it.I contacted them again and they said they would send $40. I explained they offered $86.10. They said it was too late. They never got my pictures.I sent them again and also the warranty information. In the information there is nothing about it being prorated or such a hassle.I have discarded the frame already and now they wont send the money.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair 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 am writing to file a formal complaint against Zinus **** regarding a defective and hazardous product, as well as deceptive warranty ************ 01./2022, I purchased a 12 inch king size mattress from Zinus. After purchase, I discovered that the mattress was releasing fiberglass particles, which contaminated my home and caused physical irritation to myself and my family members. This poses a serious health risk and renders the mattress unsuitable for its intended use.I attempted to resolve this issue directly with Zinus through their warranty claim process. However, Zinus denied my claim, stating that the removal of the mattress cover voided the warranty. They also stated that removing the law tag would void the warranty, which is an illegal practice under FTC regulations (Textile Fiber Products Identification Act, Wool Products Labeling Act, Textile Fiber Identification Act).I informed Zinus that their statement about the law tag was unlawful and urged them to reconsider their denial of my claim. I also emphasized the seriousness of the product defect and the health hazard it poses. Despite multiple attempts to communicate with the company and allow them to rectify the situation, Zinus has been unresponsive and has failed to address the core issue of the defective and dangerous product.Zinus's actions, or lack thereof, demonstrate a disregard for consumer safety and a failure to stand behind their product. The fiberglass release from the mattress is a clear manufacturing defect that makes the product unfit for use and poses a significant health risk. Furthermore, their attempt to void the warranty based on the removal of the law tag is a deceptive practice prohibited by the ***.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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 purchased a foam mattress from **** Club in ***************. In 2015 the mattress has a ten year warranty on it through Zinus **** The mattress has sunken in on the sides and theres a peak in the middle of the mattress which causes you to roll off the sides. I sent them pictures but, they refuse to honor the warranty and refund me the price of a new mattress.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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 bought this mattress base several years ago back in August of 2020 off from ******. It states in the description the last foundation you will ever need. Has a five year warranty upon buying it. I messaged the company and they asked for an invoice of my proof of purchase. Updated address, and what sections of the mattress base was broken. I've done everything they have asked and now they are no longer responding to my emails on letting me know what will happen next or what they will be doing.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair 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 purchased a Zinus 12" Green Tea Cooling Memory Foam King size mattress through their Amazon store on July 3, 2024, with shipping under my partner's name. The mattress arrived July 20 and we promptly followed the instructions for removing it from packaging and letting it expand. Out of extra caution, we did not sleep on the mattress until 4 nights had passed to let it expand. When we began sleeping on it, the edges of the mattress lift off the bed frame and box springs when you lay on the mattress. This causes the mattress to essentially fold up around you and makes it sag so badly that you cannot sleep flat. As well, with two people in the bed, you both sink into each other, like a canyon, even if you are on opposite sides of the king mattress. I requested support from Zinus through their email and they instructed me to send photos of an empty bed, with all bedding removed, to prove the mattress is defective. However, this defect (the mattress folding up on the edges around your body and sagging) is ONLY visible when the mattress is in use. They asked me to lay a broom handle across the mattress to demonstrate the sagging in an empty bed. They will not provide additional information until they see that the empty mattress does not sag or fold up, although I asked for clarification in a follow up email, which they would not provide. The appearance of the empty mattress is not an issue. The issue is that a reasonable person wouldn't expect the mattress sides to lift up such that they are no longer touching the bed frame. A reasonable person expects the base of the mattress to remain flat. This mattress does not and there is no way the specific photos they are requesting will demonstrate the problem. This is an attempt by Zinus to dodge claims of defects or warranty issues and to not have to provide a product that meets reasonable expectations. At this point, I don't trust that they can supply a non defective product as a result of their manipulative warranty tactics.

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair 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 bought a mattress and table just over 3 years ago from Zinus on Amazon. While the table is fine, the mattress is extremely low quality and compresses almost entirely so the person sleeping on it feels the metal of the bed frame. It is extremely poor quality. Upon researching the companys warranty information, it is a 10 year warranty and they want proof its really sagging. They ask the customer to take a picture of the mattress with no covers or linen on it, with a stick across and a ruler or measuring tape to show the compression, plus a photo of the manufacturer tag. Despite dealing with some disabilities, I got this all done and sent it, they then refused to honor it because the only stick I have is a swiffer stick and they claim its not straight enough. They refused to send someone to inspect it. And they refuse to take my word and want me to prove in another way but I dont have another way to prove it besides with a broom or swiffer stick and a measuring tape. They are looking to avoid taking responsibility for their product, and Amazon cant do anything because its well outside their return window. This is not a luxury item, this is a mattress for a poor person. Every night of sleeping on it, means the person has to recover from it and cant be as a productive a member of society.

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair 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.

  The company states they have a return policy within 100 days for a full refund. Upon contacting, one representative stated that it was recommended to donate or dispose of the mattress with proof of contribution/receipt with a description of the item donated and the address and contact number of the place of donation. Another representative stated that you can also dispose of the mattress in a dumpster or at a curb, with no plastic or protection on it. Take a photo of it being disposed of and send the photo to us via email.Rather than trash a brand new mattress, and add garbage to the streets, we elected to go out of our way, borrow a truck, and drop off this mattress. Even after researching that any retailers delivering to **, were responsible for offering return pickup, under the *************************** This was completed within the appropriate time frame. The donation company provided us with a digital receipt with all the required details. Once submitted, they requested a paper receipt vs digital. After finding time within our busy work schedules, we returned to the donation facility looking like idiots, to ask for a paper receipt for something that we donated days prior. After this hassle, we were provided with a paper receipt. Again, we submitted all the appropriate details and they are still telling us that this is not sufficient. Each time weve been passed on through multiple associates to no end, and there is always something else that they are requesting that wasnt previously stated. Their **************** is of no help at all, and their Trial is a hoax.