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. has 3 locations, listed below.

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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:11/14/2023

  Type:Order 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 ordered their 16inch platform bed frame in queen size. It arrived in a damaged box and with all hardware and instructions missing. All I received was the actual metal beams. I purchased it through their store on amazon. When I went to Amazon to request the missing parts, amazon directed me to their website through a link for the request. I have been going back and forth with Zinus customer service, I have provided proof of purchase (not that anyone would be asking them for screws and bolts and instructions if they hadn't purchased the item). They keep asking for what i've sent them saying they can't help me until I send them proof of purchase. I have sent the order number I received from Amazon after purchasing the item from their store on Amazon. It has been weeks of back and forth. They initially said they just needed the parts I was missing when I had initially send them the order number. Now they keep asking for the same information proving I bought the frame. I don't understand why they are not willing to send me the missing items. I paid for them. From their store. I am seeking the missing hardware and instructions so I can put all the metal beams together for the bed frame. It's sad I have to come here to the BBB to seek resolution on this matter.

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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 ordered a mattress from Zinus on Nov 11, 2023. I love in ****** and it allowed me to purchase from the ******** version of their site. I got an order confirmation right away. I didn't notice until later that, while the "name" on the email said Zinus Support it looks like a personal gmail address with a name. The links to their site and to Order Details are now dead links.I contact the US site Support who claim it wasn't them and, being in ******, I couldn't have ordered it. Clearly there is nothing they will do. I have email the gmail address and asked for a refund. If I hear nothing for 24 hrs I will be contacting my bank and the authorities.

• Initial Complaint

  Date:11/12/2023

  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 mattress in March 2023 through Amazon. In November 2023 I noticed black spots on the bottom of the mattress. After opening up the mattress it was clear that it was full of mold. No liquids had ever been spilled on the mattress. It was clear that the mold was starting to come out from within the mattress. I went to Amazon and searched reviews of the same mattress and found many customers had a mold problem with their mattress. Some customers had visible mold on their mattress before they even took it out of the packaging. Other customers found bed bugs in their mattress both before and after taking it out of packaging. It is clear that Zinus is not storing the mattresses properly. They are sending out moldy products. This is harmful to those using it to sleep on. I have ever had a mold issue until this mattress. I contacted Zinus on Nov. 11, 2023 and they told me I could not be refunded because my mattress was used. I had no idea Zinus had a mold issue when I purchased the product. This is very disappointing. This is the name of the mattress: ZINUS 10 Inch Green *** Cooling Gel Memory Foam Mattress, Fiberglass Free, Cooling Gel Foam, Pressure Relieving, CertiPUR-US Certified, Bed-in-a-Box, Queen I also want to add that the description says fiberglass free, but many people have reported it actually does contain fiberglass. It also says on their website not to open the mattress cover because it could contain fiberglass.

• Initial Complaint

  Date:11/09/2023

  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 ordered a bed frame April 24, 2023. It was a ZINUS ****************** Bed Frame with Headboard / Wood Slat Support from Amazon. I paid $170.13 for the item and it broke in May, I reached out to amazon but they said I had to go to the manufacturer for a replacement. I reached out and they requested photos. I showed photos of the bedframe bent and they said they couldn't they could only replace certain pieces even though the whole frame was bent. we went back and forth for months and I have gotten nowhere. At this point I just want a refund of my money.

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising 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 spa mattress from ******* in 2020. We had no problems up until recently with decompression. I contacted Zinus customer support to inform them of the issue as they state there is a **** year warranty on the product. I took multiple photos of the mattress as instructed however the decompression does not show unless my partner is lying on it. I was instructed to take pictures with no sheet/linens/ or persons on the product. I did as indicated but was my claim was denied because the mattress clearly will not show decompression without weight. I am upset that the claim was denied. My partner is a vet with disabilities and has a lot of difficulty getting up out of bed. All I am requesting is a product replacement of the same mattress. My mattress met all the required criteria for warranty purposes. Thank you.

• Initial Complaint

  Date:10/09/2023

  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.

  Purchased a bed frame from Zinus. It was defective. After contacting them, they refused to provide any details about a replacement after recognizing the problem and receiving all documentation. They must be stopped from deceiving people because they are already subject to a class action. They are deceiving the US public because they do not abide by US laws as a company from outside the US. Other consumers with the same problem should join my class action against Zinus for their deception of Americans.

• Initial Complaint

  Date:10/02/2023

  Type:Delivery 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.

  Order date: Sept. 22 Delivery date: Sept. 28 Mattress ordered was delivered to our home. Upon unboxing it, we found the mattress damp, with mold all over the mattress and a pink discoloration. The company is refusing to assist in disposing of the mattress themselves or reimbursing us for the cost of disposal. They are also refusing to refund our money until we provide proof of disposal of mattress at our own expense. We should not have to spend more money to get rid of this moldy mattress that should not have been allowed out of their warehouse in the first place. This mattress is a health hazard and this company has done absolutely nothing to remedy the situation.

• Initial Complaint

  Date:09/27/2023

  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.

  9/5/2023 $227.35 Kai BMBOO ******** ***************** frame Order Number ****** I contacted the company and told them 11 of the 12 bamboo slats were not long enough. I provided the 11 measure 34 3/4 and 1 measures 35 3/8 and the longer one fits. They asked me to send pictures of the manual highlighting the defective parts which I did. They responded with have I tried reassembling it. This is only step 4 of the *********** told them yes I had & explained again the pieces were too short. Then they ask for a photo of the defect of the frame which I sent. I also sent them information that this is a well documented ************ screen prints of comments about the same issue with this bed. Now they want me to put all the slats on one side & send another picture of the frame. This has gone on for 2 weeks and yesterdays email started the 3rd week. All I ask them for is to send me the correct 11 bamboo slats.

• Initial Complaint

  Date:09/26/2023

  Type:Delivery 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 two bunk beds from this company. Last month, we heard a loud bang in the middle of the night. One of the bunk beds broke. The welding failed and the top bunk fell, dropping that son and nearly impaling our sleeping son on the bottom bunk. I subsequently found out there was a recall on this product for that exact issue. On the company's website is a form to order a retrofit kit to make the product safe. I immediately filled it out so we could use it on the other bunk bed that has not yet broken, to make it safe for my other sons. We never received a kit and when I followed up, have been given the runaround. The company refuses to send us their own retrofit kit, and has seemed completely disinterested that their product nearly disabled one of my sons and continues to pose safety hazards for our other children.

• Initial Complaint

  Date:09/15/2023

  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.

  When purchasing a mattress from Zinus on 8/14/2023 per the advertisement on their website, I would have a 100-day guarantee of a full refund so long as my mattress was in good condition. When after 30 days I attempted to return it as it was not comfortable, they now are stating I need to find a donation center that would take the mattress and show proof of donation or pay a bulk item pickup fee (as I have exceeded my limit for the year) to get my refund. I believe this is false advertising and is causing me to pay to get my refund they advertise online. Additionally, they do not outline anywhere on their website or in their purchase process of this policy.