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Business Profile

Mattress Supplies

Zinus, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattress Supplies.

Complaints

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

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Zinus, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 complaint against Zinus, Inc. regarding their refusal to honor the warranty on a mattress I purchased. Despite providing photographic evidence of a significant sag exceeding 1.5 inchesan issue covered under their warrantyZinus has repeatedly requested the same photos, which I have already sent multiple times. They seem to be attempting to avoid covering the defective item by continually stating that they have reviewed my issue and they do not agree that it is defective which is undeniable since I have demonstrated this with photos. This ongoing request for duplicate evidence is clearly a tactic which the company trains its employees to use in order to avoid honoring their warranty as I have read that many others have this same experience.

    • Initial Complaint

      Date:06/13/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      This has a warranty and they are not willing to refund my money. The frame box springcent did not support my mattress and I have back problems because of it. I want a full refund. The slats keep coming out. The cloth is torn. This is a horrible product. I want refund $69.71

    • Initial Complaint

      Date:06/09/2024

      Type:Product Issues
      Status:
      Unanswered
      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 ordered a Zinus mattress for my daughter in Nov 2023 from ******. Today, 6 months later, it is too saggy to sleep on.I have sent several pics that Zinus requested,including pics of the receipt, tags, mattress,etc. The mattress cost $250, and I would appreciate a refund or credit toward a better quality mattress.

    • Initial Complaint

      Date:06/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Zinus mattress via Amazon 2 years ago. It already sags terribly. I submitted a claim with all the necessary photos and documentation. I was told we qualify for the warranty, but the mattress is out of stock for an unknown amount of time. They refuse to give me any replacement of equal or greater value, and keep telling me they have no date or clue when it will be available.

    • Initial Complaint

      Date:05/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 mattress from this company in July 2020 which came with a ten year warranty. The quality and integrity of the mattress has declined significantly so I placed a warranty claim. I submitted all requested documentation and photos to the company but they keep saying they need clear photos. Ive taken several photos on different occasions and sent them to the company each time. They are purposely avoiding the warranty and refusing to honor it for no definitive reason. I want a full refund or a replacement mattress as I am entitled to per the warranty.

    • Initial Complaint

      Date:05/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 July 2023, I purchased a Zinus mattress through *********** I need an extra firm mattress and the description of the mattress is listed as "Zinus Support Plus 14 in Extra Firm Hybrid Euro *********************** Mattress." It has a 10 year warranty. After less than a year, I can no longer sleep on this; waking up with back, neck, shoulder pains resulting in trips to the chiropractor. I sent all the paperwork they requested, except for "photos of the bed with measurements of the decompression issues, indentations greater than 1.5", sagging, waves or bumps." I did send them pictures, but explained to them that the bed looks fine. BUT once you lay on it, it is neither flat nor firm. I find myself many times a night in a rut. So I wake up with aching back and roll myself on to a spot to where I wasn't laying so it's flat. For reference, I am a 71 year old widow weighing 160 and I sleep alone. Being on a fixed income, I requested a refund, but their answer was still to send pictures measuring the indentations. I have already ordered a new mattress and will use the refund towards this. I do not want another Zinus for fear it will do the same thing as the one I have now.

      Customer Answer

      Date: 06/04/2024

      I am attaching more photos.

      These show the waves/sagging on one side of the mattress.

      I provided Zinus with several attachments.

      Thank you,

      ****************************;

    • Initial Complaint

      Date:04/23/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      March 29, 2024 I noticed fiberglass shards all over my son's room and everything in it. After some research as well as some narrowing down we realized the fiberglass was coming from my son's mattress. It is a Zinus mattress that was purchased on 6/28/18. On April 1, 2024 we called Zinus to inquire about the problem and see how we can resolve the situation as well as request a replacement for this mattress and the other 15 that we have purchased for 2 homes. Zinus told us to email a specific email address they gave us and that we should hear back in ***** hours. We have called numerous times and emailed many times with a link to video and pictures of the room, the belongings that are destroyed and have to be thrown away and the original purchase receipt. We have not heard back as yet and we are extremely upset and anxious about the amount of money that we are losing as well as any health issues that *** arise from this specific mattress and/or any of the other mattresses that *** leak this fiberglass.

    • Initial Complaint

      Date:04/16/2024

      Type:Product Issues
      Status:
      Unanswered
      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 the Zinus SmartBase for a California King ******** from Amazon on 7/12/2023 (SKU SM-SC-SBBK-14CK-FR). The base is uneven and is injuring my back and shoulders because the base rises in the middle and dips in the middle of each side. This makes my ******** firmer in the middle and sag on either side. I've used a straight-edge yard stick and a level to determine the issue is the Zinus base. I've contacted Zinus about the issue but they are taking days at a time to respond. My latest reply received an automated response as if I'm being entered into their resolution system again for the first time. It's as if they want me to just give up and lose the $100 I paid for the poorly designed base. The base says it has a 5 year warranty. I'd like this resolved in a timely manner and I'd like a refund because I don't want to deal with another base that *** have the same issue.

    • Initial Complaint

      Date:04/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ZINUS 8 Inch Green *** Cooling Gel Memory Foam Mattress / Cooling Gel Foam / Pressure Relieving / CertiPUR-USCertified / Bed-in-a-Box, Queen from Amazon. However, in less than a year, the mattress started sinking and caused tremendous backache for me and my wife. We had a Zinus mattress earlier and were happy with it but this mattress has been terrible. And now Zinus is unwilling to honor the warranty claim. I want refund for the mattress

    • Initial Complaint

      Date:04/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 April 17, 2023, I purchased the following item from Amazon: ZINUS 12 Inch Cooling Copper ADAPTIVE Pocket Spring Hybrid Mattress / Moisture Wicking Cover / Cooling Foam / Pocket Innersprings for Motion Isolation / Mattress-in-a-Box, ****** ****white ************* January 2024, I began experiencing decompression issues of 1" - 1 1/2" which resulted in severe back pain every single day. I contacted Zinus through email after months of back pain on April 3, 2024 and sent them pictures of the decompression. They did not send the claim through to their quality analysis department, saying that there was no issue despite the pictures showing decompression.I spent $359.29 on excruciating back pain only for the company to not care.

    Zinus, Inc. is NOT a BBB Accredited Business.

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