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.

  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:08/21/2023

  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.

  We purchased two Zinus bedframes back in May 2018, and the first one broke over 9 months ago, and now the second one broke just over a week ago. They have a 5 year warranty that I was unaware of the warranty when the first one broke. They denied my claim stating the below. So this is a major issue and no help? We apologize to inform you that we are rejecting this claim, as there are main component that needs to be replaced. We do provide some parts for one time courtesy, but for minor components only.

• Initial Complaint

  Date:08/15/2023

  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 Zinus Metal 14 white bed frame full sized. Ive only had it for 6 months and the frame separated in the middle. Its no longer usable. I asked for my money back twice on the defective product and have gotten no response

• Initial Complaint

  Date:08/08/2023

  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 an item from a wholeseller and the factory sealed item is missing a piece. I called and offered to pay for the missing piece to be sent out, but they declined. They told me that since I purchased the bed frame from a non verified seller, that I was out of luck and didn't care beyond that. I'm missing 1 singular piece of the bed and ,"there's nothing they can do about it." I've purchased several Zinus mattresses and frames before this, but never had to deal with customer service. Now I understand why the company isn't accredited with the BBB and has had 138 complaints in 3 years. They don't care about repeat customers. All of this over 1 piece of metal. What a joke.

• Initial Complaint

  Date:07/28/2023

  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 purchase a bunk bed that was recalled I found out about the recall and didnt want to take the chance of it breaking and hurting my kids so I requested a refund. First contact with sinus was on December 30 2022. I sent all the information requested by Zinus they verified that the bunk bed was part of the recall and that I would need to send them proof of purchase and proof of disposal which i sent them by January 26 2023 . they confirmed receipt and sent me this email on Retrofit CustomerService (U... Jan 26 to me v Hello ****,Thanks for your message. We will forward your information accounting department. We will send you an update once we received a response from them.The processing time for checks will be 2-6 weeks.We appreciate your patience with this.Best ********************* Team ******************** Inc.6 weeks passed and I had not received my check so I sent them an email to inquire about why I hadnt received it. They then sent me a message requesting my phone number to which I responded with my phone number. They stopped responding to my emails sent on April 13 2023 and May 1 2023 it is now July 28th 2023 almost 8 months later and have not heard from them and have not received my reimbursement check.

  Business Response

  Date: 08/02/2023

  Hello there,

  We are sorry to hear this, if your refund claim has yet to be resolved please reach out to our Customer Support team at ********************************** or by phone at ************ for further assistance. Our team will be more than happy to look further into your case.

  Thank you,

  Zinus Inc.

  Customer Answer

  Date: 08/03/2023

  I am rejecting this response because: it has not resolved the issue yet. I called the number provided in response to my inquiry they contacted a separate department on my behalf and I receive an email today. Another request for a request.

   

  Hello ****,
  
  
  Thanks for your message.
  
  
  Please accept our deepest apology in regards to the delay with your refund check.
  
  
  We will make a follow up with our team on what happened with the request that we've sent or if it's something that needs to be resend.
  
  
  We appreciate your patience for this.
  
  
  Best ********************************* Team
  ******************** Inc.

  
  

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair 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 have filed for a warrant claim on the Zinus green tea night therapy mattress, **** from zinus requested a copy of the reciept which I got from ***'s Club where I bought the mattress and smart base bed frame at, could not locate the smart frame reciept so I said I would do the mattress warranty now and when I could locate the recipet for the bedframe I would turn the claim in for that then.Now **** is saying that he wants a reciept with th po number, all that was sent to him by ***'s club supervisor named *****. I believe they are stalling so that the warranty runs out on the mattress because I have done everything that ***** has asked and now he just keeps adding stuff in the reciept sent to him shows our name the amount of the purchase and the name of the product as well as the payment method for the online order.Also I believe this mattress may be one that is involved in a lawsuit due to being a health hazardous it is the Green *** night therapy mattress. I would like a refund on this product immediately.

  Business Response

  Date: 08/02/2023

  Hello there, 

  Thank you for your message! Please review the attachment, this is an example of the correct purchase order receipt that our team will need in order to move forward with a  warranty claim. Please submit the correct receipt and our team will be more than happy to move forward with your warranty claim. 

  Thank you,

  Zinus Inc.

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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.

  After reading the other complaints that have gone unanswered , I'm sure this will be another in the long list of unresolved problems. Middle rod of the bed frame broke causing the middle leg supports to **** THUs you cannot sleep on the mattress. I started the warranty process on 6/15/23 & everything I call or get an email, I am either told the claim is being escalated or they need more information BUT it happens to be documentation I have sent (I have all of the emails in a running thread) & then today I get 2 emails one indicating no claim exists & the other my case is being reviewed. They are blatantly lying to customers & are not standing behind their warranty. Sorry I purchased this & AMAZON is of no help!!!!!!! want refund or replacement. I have all of the emails & can share but probably won't help!!!

  Business Response

  Date: 07/07/2023

  Hello ********,

  Thank you for reaching out to us. We are sorry to hear this, and we would love to make things right, however the part is out of stock in our facility. Options would be to wait for the parts to arrive in our warehouse or collect a pro rated refund. Again, we are sorry to hear this, we would love to make things right. Please reach out to our Customer Support team with how you would like to proceed. 

  Thank you,

  Zinus Inc.

  Customer Answer

  Date: 07/09/2023

  I am rejecting this response because: I just keep receiving the same email that reads as though there will be a resolution to the complaint but at the same time alludes that it might or might not happened  due to STANDBY for ....... this indicates to me that Zinus is covering themselves  & will continue to draw out the process until I as the consumer let it drop with not action  I want this left open until I receive a tracking number. I received a similar email before this (prior to 7-4) & still nothing except the presumption (NO fact or documentation) that the issue will be  resolved. I have been dealing with Zinus since **** via email & phone and the trail to resolution is very murky. Please keep case open until it is resolved or I have  the item b/c a tracking number can be created with not intention for shipping.

  Zinus Support <**********************************>
  To:*******************
  
  Sat, Jul 8 at 12:56 AM
  
  
  Hello ********,
  
  
  Thank you for your message.
  
  
  Your item has been approved for a full unit replacement. We have submitted your replacement request to our order management department. Please stand by for ***** tracking information. 
  
  
  Note: Tracking information can take up to 1-2 business days to process and receive. The delivery date provided is just an estimate until the package is scanned by the carrier to be "In Transit". Delivery time frame for tracking information can take 5-7 business days to complete delivery. Depending on your address location, the delivery time frame can be much sooner.
  
  
  We appreciate your patience in this matter.
  ****
  
  
  
  
  
  
  
  

   

  
  

• Initial Complaint

  Date:06/26/2023

  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 Upholstered Platform bed from ****** a few weeks ago. Started assembly today only to find out ALL of the screws and bolts were missing. Before I purchased I read many reviews with the same complaint but I guess I felt lucky or something.So I called Zinus and they won't help me because I bought it from ******. All I want is the nuts and bolts to put the thing together. They aren't even included in the picture of the components!

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair 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.

  Purchased Zinus queen ** mattress in September 2022 and its defective. it sunk in the middle. I have been trying to get resolution for months. after beeing run around and getting pictures and receipts and generally jumping through hoops they went quiet and quit responding so after doing some reviews they sent an email which I include here"Invoice / Facture Page 1 of 1 / Page 1 de 1 ************** ********************************************************************************************** Item subtotal /Sous-total de larticle (excl. tax)Federal tax /Taxe fdrale [GST/HST/TPS/TVH]Provincial tax / Taxe provinciale [PST/RST/QST/TVP/TVD/TVQ]Tax subtotal /Sous-total de la taxe Total $470.65 $23.53 $0.00 $23.53 Invoice subtotal / Total partiel de la facture $494.18 Invoice details / Dtails de la facture Order date / Date de commande: 11 September 2022 Order # / Commande #: 701-2838944-2689068 Hello ?*****,Upon checking, the mattress does not show any clear defects base on the photos provided. The mattress must have a visible defect without putting any pressure on it. The warranty has specific policies that will be reviewed by the Q/A team for review. The photos provided does not show any clear defect at this time in which this claim was declined.?Please note on our policy: It is understood that this does not include normal increase of softness in the foam which can occur during normal break in, or in the case of Visco-elastic memory foam, a lessening of the gradual recover aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the mattress.This warranty does not include any deterioration of the foam, with an indentation of less than 1.5 inches, not associated with a sag in the foundation, box spring or platform or mattress.?Sincerely,??Name removed Tier 2 Zinus Customer Support ??? they have refused the warranty of which there is 9 yrs 4 months remaining

  Business Response

  Date: 07/07/2023

  **************,

  We are sorry to hear this. Per our warranty the indentation must be visible, the sloping or indentation must be 1.5" inches or more. The images you have presented to our team shows weights used on the mattress, putting pressure onto the mattress. Unfortunately, our team is unable to move forward with a replacement at this time. 

  We appreciate you reaching out to us. If you have any further questions please feel free to reach us at *************.

   

  Thank you,

  Zinus Inc. 

• Initial Complaint

  Date:06/07/2023

  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.

  I purchased my Zinus mattress on May 26nd with a delivery date of June 1st. The item was shipped to the wrong sender and address in another state, to which they provided me with another customers information (see image), and I did not receive the item until June 6th. The items packing was decimated and the item inside was damaged. I made numerous attempts to resolve the issue with Zinus but their support team has never provided me with a return label as promised. I am now stuck with this damaged mattress and charge.

• Initial Complaint

  Date:05/10/2023

  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.

  Zinus is required by CA law ***************** Code Sections 42985-42994) to collect the old mattress. They have failed to provide this service. I have been ignored, sent to incorrectly 3rd party vendors, then outright lied to me regarding fulfilling their obligation. I have conclusive evidence that they are intentionally dishonest in their attempt to avoid their lawful obligation.