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.

  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:04/26/2023

  Type:Customer Service 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 in excruciating pain due to my back problems, and my doctor and chiropractor have both recommended that I purchase a new mattress to alleviate my symptoms. However, despite numerous attempts to contact Zinus for assistance over the past month, I have received no help or support from their customer service team. I have provided all the required documentation and even requested to speak with a supervisor, but my requests have been completely ignored. This unacceptable lack of responsiveness and disregard for my well-being is completely unacceptable, and I demand immediate action from Zinus corporate.

• Initial Complaint

  Date:04/22/2023

  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 purchased this bed frame in January from Amazon. It malfunctioned in April, the item has a warranty, Amazon told me to contact the company, I did with no resolution. I didn't want to keep sleeping on the floor so I purchased a new bed frame from a different company. Zinus refuses to give me a refund or Amazon. They didn't even send the correct bed frame when I ordered it.

• Initial Complaint

  Date:04/07/2023

  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.

  My bed frame is under warranty, the frame is defective. I asked for a brand new frame, and I was given the round around for weeks. It cost zinus Pennies to send me a new bed frame. I was very patient, my bed is in warranty. The parts are very defective, I used the bed for it intended reason. The middle of the bed frame broke, it bended inwards. Then the back left snapped as well, after I updated the rod in the middle. All I want is for Zinus, to just send me the replacement parts, which is a whole new frame.

• Initial Complaint

  Date:03/24/2023

  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 bought a bunk bed from this company through Amazon on 12/17/2019. On 12/2022 the top bunk collapsed onto the bottom bunk. After visiting their website I was made aware of a recall. Prior to visiting the website I wasn't told about a recall. Once I emailed the company I was told I would get a refund. Since then the company has stopped responding to my emails and I have not received my refund.

• Initial Complaint

  Date:03/16/2023

  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 a bedframe from this company recently, after purchasing the bed frame, I contacted them to confirm that it would be delivered to my door. I was told, via email, that the purchase is a "door to door" delivery. I'm disabled and live in a building where packages are stolen all the time, well, the package was delivered and it was not delivered to my front door, it was left somewhere else, and stolen. I'm in a different state, so when this happened, I contacted Zinus and they told me that it's not their problem, and to contact the delivery company for assistance. However, the delivery company told me that they can't do anything about it other then confirm delivery. I reached out to Zinus again, however, they're ignoring me. My caregiver went to my apartment twice to see if she could find it, however, she was not able to locate it. I live in a part of the building that's very secure, so if the package would have been placed at my door, as I was told it would, this would not have never happened. Again Zinus is ignoring my communications, looks like I'm going to have to go take them to court. Please don't order from this company, please, you'll save yourself a lot of trouble and frustration.

• Initial Complaint

  Date:03/09/2023

  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.

  We purchased two Zinus bunk beds via Amazon on 5/18/2017, totaling $317.98. On 11/13/2020, Amazon notified us Zinus recalled the bunk beds we bought because the upper bunk bed could collapse and cause physical injury. Zinus offered two options: 1) replace the faulty part, 2) refund for the bunk beds. We responded on 8/16/22, requesting a refund. They informed us of the steps to complete the request, including disposing of the bunk bed; we met all steps. FIRST RESPONSE On 9/11/22 Zinus responded, "Hello, Thank you for providing the requested details. We have sent your information to our ********************* for your refund check to be processed and issued. Please ************* may take 4-8 weeks to receive your refund check via mail. Sincerely, ??*** Tier 2 Zinus Customer Support NO REFUND. 12/2/22 follow up email. NO REFUND AS OF 2/12/22 and their response: Hello, Thanks for your message and we apologize about the check that you haven't received. Rest assured that we're working on your issue. We've already made a follow-up to our ********************** As of the moment, what we can do is to send a follow up to check the refund. As soon as we received an update we will send you an email. Best ******** ************* Team ******************** **** Enough is enough. We have waited for the refund SEVEN months now. We want Zinus to honor their promise of safety recourse through the refund. Please help. $317.98 is a significant issue because we disposed of the bunk beds as required by Zinus. We want Zinus to honor their promise to refund this. Attached are the correspondences from August 2022 to February 2023.

• Initial Complaint

  Date:03/05/2023

  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 sent in several pictures of my defective mattress. This mattress comes with a 10 year warranty the company cant offer a replacement mattress because they dont know when they can send it out and wont refund me for the mattress I currently have until I throw it away and wont send out a check for 6-8 weeks non of this was explained when I purchased the mattress this is the worst company To purchase from ..!

  Business Response

  Date: 03/16/2023

  Hello,

  Thank you for reaching out to Zinus. After further review of your claim, we do see that the **************** team is awaiting for a response from the customer. Three options have been presented to the customer :

  1. Customer can wait for the item to come back in stock (no date avail)

  2. Pro-rated refund check

  3. Comparable/similar mattress replacement

   

  Our Customer Support team is awaiting for the customer to respond to our most recent message. Please respond within the next 48 hours or the ticket will automatically close due to no response.

   

  Thank you,

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

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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.

  We ordered Zinus SmartBase Euro ************************* (14" metal platform bed frame), full size. The legs came detached from the frame and no longer supported the mattress. After reviewing the return time frame on Amazon.com, it appeared that there was no resolution for the broken frame. The order was placed on 9/29/22 (#***-7776542-504220) and we disposed of the frame in January 2023. On February 23, 2023 I received a safety recall notice regarding the lack of reinforcement on the corners. When I spoke with customer service at ********************, I was told since we disposed of the bed that we could not make any claim. I am seeking reimbursement for the cost of the frame, which is US$90.44

  Business Response

  Date: 03/02/2023

  Hello ******,

   

  We are sorry to hear this. Unfortunately, all warranty claims must present photos of the product and its defects in order to qualify for a replacement or refund if the item is no longer in stock. Per your conversation with our Customer Support team, you had thrown out the bed frame in ******* of 2023, If you were experiencing issues with your purchase, reaching out to our Customer Support team back in ******* would have allowed for us to come to a resolution and assist you with replacement parts or full replacements depending on damage. The item is recalled due to the slat support, our recall does not cover refunds for the products; we are offering the replacement kits for these products only. If you are persistent on receiving a refund, we suggest to reach out to Amazon Customer Support, as you purchased directly from them and not from Zinus.com, they may be able to assist you. Thank you for your time.

   

  Sincerely, 

  Zinus Inc.

• Initial Complaint

  Date:02/21/2023

  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.

  October 31,2022 I Purchased a zinus metal box spring from Amazon The frame itself creaks and squeaks, I reached out to zinus 2/16/2022 and was told this issue is covered under warranty however have gotten the run around from them since. They have told me they would replace it but that a replacement is not available, they have told me that they would issue a pro rated refund check and once I agreed to that they told me they couldnt do that unless I disassembled the frame and sent it back to them. I am not against returning the frame but it is unreasonable for this company to expect customers to hold onto the shipping box for months after purchase . What good is a warranty if no viable options are provided to The customer when a faulty product is recieved.

  Business Response

  Date: 02/23/2023

  Hello,

  We are sorry to hear about your purchase. Our customer support team is reviewing this claim and should be in contact with a resolution shortly. We will monitor this case, please feel free to respond back to this complaint with questions or concerns.

   

  Sincerely,

  Zinus Inc.

• Initial Complaint

  Date:02/18/2023

  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.

  Hi, please help I purchased ZINUS 14 Inch Green *** Cooling Gel Memory Foam Hybrid Mattress queen size from Amazon. The purchase data is on 4/22/2021. The purchase order is ORDER # ***-7046873-8936209. We have enjoyed the mattress for few months, now I wake up three to four times a night from body pains, back and shoulders and sides. the mattress has lumps that stick and poke my back and side. the 1st 30 min of sleep seems to be fine, then after that I start feeling the lump and hard lines in the mattress and that cause me pain during my sleep. The lumps and sticking areas in the mattress are not visible. Please replace the mattress for **** have contacted Zinus and they gave me the run around, it turns out that the mattress was made in 2008, I pushed it in 2020, I did not know that the mattress was that old and it was in the warehouse fro more than 12 years and in compression condition, that is why the mattress was so deformed. This company does scam its customers, I did it know that the mattress was that old and kept in a ware house for more than 12 years. I want the mattress to be replace with a newer made year and hopefully I wont get good sleep and wake up with no pain

  Business Response

  Date: 03/07/2023

  Hello,

   

  Thank you for your message and we are sorry to hear about your dissatisfaction with your purchase. After further review we can confirm that the date you are referring to on the law tags was not printed correctly. This particular mattress has not even been in production for over 10 years. Our first model of this particular SKU was manufactured in 2017. The product that was received was manufactured in February of 2021. Date of sale for this item can be viewed on Amazon - **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************. Amazon was the first third party retailer of ours to start selling this product when it was launched, the date can be located under "Date First Available" on their site. 

   

  Unfortunately, our Customer Support team will not be able to move forward with a replacement or warranty claim do to the item not showing physical defects. We appreciate your time, thank you.

   

  Sincerely,

  Zinus Inc.