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:02/10/2023

  Type:Sales and Advertising 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 purchased a mattress from this company based solely on the fact that there was a 10 year manufacturer warranty. They are now refusing to honor that warranty. The mattress is sunken in and the layers of the mattress are separating. I provided all information that the warranty team asked me for after getting the run around, and they are denying my claim.

  Business Response

  Date: 02/21/2023

  Hello,
  Thank you for reaching out to our team. Unfortunately, after reviewing the customer's claim both the mattress and frame look to have been misused. Our Warranty policy can be found by following this link: ******************************************************************************************************************. This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including *****, cuts, water damage, mold, stains, or is otherwise abnormally soiled or unsanitary. By reviewing the photos of the frame and mattress you can see that **************** support had been bent/broken for some time, which is why the mattress began to sink and developed a dip in the center over time. We apologize for any inconvenience however the warranty on these items has been voided and we will not be moving forward with a replacement, thank you.
  
  Sincerely,
  Zinus ****

  Customer Answer

  Date: 02/21/2023

  I am rejecting this response because: the bed and frame have not been misused. It has been in the same spot in my bedroom since I purchased them and has only been used for its intended purpose of sleeping. It seems to me that you just don't want to honor the warranty. The warranty was the main reason I chose your product instead of another company. At this point, the warranty seems to be false advertising, and I'm willing to pursue other routes if needed if you cannot honor your warranty 
  

  Business Response

  Date: 02/23/2023

  Hello, 

   

  Warranty does not cover all defects, please review our warranty policy: It is incumbent on the consumer to maintain a proper foundation to provide the appropriate support for the mattress to maintain this warranty. Use of improper foundations, platforms or other bases upon which the mattress is placed, may result in damage to the product. The warranty will be voided if an improper base is used that causes the mattress to fail. This warranty does not cover any deterioration of the foam that results in an indentation of less than 1.5 inches, not associated with a sag in the foundation, box spring or platform or mattress. If a defect appears during the duration of this warranty, we will, at our option, either replace the mattress or provide a prorated refund. Only the piece or part determined to be defective will be repaired or replaced. This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including *****, cuts, water damage, mold, stains, or is otherwise abnormally soiled or unsanitary. If a heating pad or electric blanket is used with a memory foam mattress, it will void this warranty.  It is incumbent on the consumer to protect the mattress with a stain resistant pad.

  As mentioned, we do not honor warranty if the mattress is visibly misused by the purchaser, in this case it it clear that the item has wear and tear as well as stains. We incumbent on the consumer to maintain proper use of their products. At this time, warranty is voided we will not be moving forward with warranty. 

   

  Sincerely,

  Zinus Inc.

• Initial Complaint

  Date:01/21/2023

  Type:Product 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 purchased my minor daughters bed in august. The leg has been stripped and will no s**** back in.I followed the warranty processes and requested a prorated refund because I do not want to put her back on a bed that will break. Was denied a refund even though they could provide one.

  Business Response

  Date: 01/26/2023

  Hello,

  Thank you for your message. We are sorry to hear that your product is experiencing issues. After further review, documentation on this claim show that the customer is denying a replacement. Unfortunately the item is outside of Amazon's return timeframe and a refund can not be initiated. Our team is more than happy to assist with a replacement. If the customer is interested in replacing the defective item, they are welcome to respond to their initial claim email.

   

  Sincerely,

  Zinus Inc.

• Initial Complaint

  Date:01/17/2023

  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 a mattress with a 10 year warranty. Mattress is only two years old (proven by manufacture date on mattress) but the retailer receipt has faded away to where its not acceptable to them for a warranty replacement. Manufacture date proves mattress is well within warranty. If they are going to require readable receipts for 10 years, then they need to ensure their retailers use ink that last that long

  Business Response

  Date: 01/26/2023

  Hi there,

  Thank you for your message. With every new purchase we include a registration card inside the shipping box. We highly encourage our customers to register their product online when the item is received or make a copy of their purchase receipt. Unfortunately, our policy requires a valid proof of purchase and we are not able to move forward with a warranty claim without it. If there are any other questions or concerns please feel free to reach back out to us.

   

  Thank you,

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

  Customer Answer

  Date: 02/07/2023

  I am rejecting this response because:

  16 hours ago (Mon, Feb 6 2023 at 7:55 PM)

  To:"********** Complaints" <*******************************************************>

  Reject: the retailers receipt ink faded out so I literally only have a blank slip. Mattress comes with a 10 year warranty and manufacture date is only two years old but they are unwilling to even honor any warranty without a receipt with all the information. At this point they need to ensure their retailers use proper ink or paper if they are gonna be that ******** about it being clear and readable. The manufacture date on the mattress is WELL within the warranty limits. Theyve been rude, called me names so I requested to speak to someone higher and they ignored the request.
  
  
  Sent from Yahoo Mail for iPhone
  
  

  
  

  Business Response

  Date: 02/15/2023

  Hi there,

   

  We certainly did not want this experience for you, however per our last message we are unable to process refunds or replacements under warranty without the purchase receipt. We appreciate your time and apologize for any inconvenience.

   

  Sincerely,

  Zinus Inc.

  Customer Answer

  Date: 02/16/2023

  I am rejecting this response because:if you offer a 10 year warranty and the manufacture date is two years old, it obviously is well within warranty. Also if you insist on having the origional purchase receipt, what steps have you made to ensure your retailers are using proper ink to last the 10 years. If you dont require some standard then your warranty isnt really a warranty but a flat out lie. Ill also inform ******* corporate that you blame your lack of warranty on their shotty receipts. Im not asking for a handout, Im asking you to replace a faulty product that is well within warranty. 
  

• Initial Complaint

  Date:01/16/2023

  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.

  A close family member purchased me this bed frame and they have recently passed away since I received the item. I have felt so broken inside since finding them that way, that I haven't had the energy to put it together.. let alone even try to sleep. I decided to try to cheer up tonight and so i went to assemble the thing and it is missing a single piece.... a support beam, 5 or aka G. There should be x2 but only one came in the package - which was sealed. I called the company and because I don't have a receipt, and I already tossed the packaging, I can't purchase a replacement part. I am so broken up about this. I wasn't asking for a free part, I was willing to purchase the item if they would have given me the option. I was told that they "aren't a parts supplier". I felt angry at this statement. This feels unfair because it's not as if I'm asking them to jump through hoops here.. it's a small request, and you would think that the company wouldn't mind helping me out since it is their product I will be using. I asked the female rep. I was speaking to if this means I would need to rig the frame up myself by using a cinderblock... she more or less agreed that yes, I would.. seeing as she refused to allow me the option to purchase a replacement part for the one they didn't include inside the package... just unbelieveable. I have not asked for anything free, I wasn't asking for a replacement, I simply want to purchase the missing piece to my gifted bed frame from my relative who I will never see again!! This is insane. I want to lay down and give up. Sincerely, a sad, tired girl.

  Business Response

  Date: 02/02/2023

  Hello, 

  Our Customer Support team has notified our team and we are not able to assist with replacement parts due to the customer not being able to provide a proof of purchase. Unfortunately, in order for us to move forward with a replacement order we would need a copy of the proof of purchase. At this time our company does not offer parts for sale. We apologize for any inconvenience.

   

  Thank you, 

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

• Initial Complaint

  Date:01/15/2023

  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.

  Bought Zinus Green Tea mattress from Amazon. The mattress contains illegal fiberglass. Now everyone in my home has breathing issues, including our pets! Never had breathing issues before. This mattress is a safety hazard. I contacted Zinus, & they will not do a thing. No refund. Nothing.

• Initial Complaint

  Date:01/02/2023

  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 bed frame from amazon.com on 08/17/2022. Recently, my partner and I found at least 8 bent support wires (which are supposed to provide a level surface for a mattress). Furthermore, three of these wires are partially detached. They seem to have come unsoldered from one end, so they are not functional in that area of the platform. Each of us weigh less than 200 lbs, so we are not putting undue stress on the bed frame, which Zinus advertises as being capable of supporting up to ****lbs. This is a misleading claim, as it was unable to support our weight for even 6 months.I contacted Zinus and was offered a replacement frame, which is not helpful to me, as it is unreasonable to expect me to go without a bed frame until a new one arrives. Also consider that the new frame almost certainly would have the same design issues, and if it were to break, it would void our mattress warranty. They have refused to offer a refund, and told me that was due to me being outside of the returns window.

• Initial Complaint

  Date:12/29/2022

  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.

  In April 2022 I bought a king size Zinus mattress off Amazon. I had bought three previously, one that was about five years old and went through two pregnancies that this new one would be replacing. The other two are still in use and are perfectly fine as kids beds. No issues with those two. About six months in started to notice sagging. In November could definitely tell it was for sure sagging and loosing its form and firmness. In December I reached out on Amazon where I originally purchased it and they said needed to reach out directly to the manufacturer. So I filed a claim with Zinus and for about 1.5-2 weeks I jumped through hoops taking pictures and measurements and answering questions. About ***** emails each way and they say I need to reach out to Amazon as that is where I bought the mattress and would not take the issue any further. So I reach out to Amazon and they again still say I need to file a claim with the manufacturer. I included screen shots of the invoices for all the mattresses when I first submitted the claim so they knew I bought it on Amazon. Doing some quick math between just 5-6 of their products on Amazon they have over 1 million reviews. Good ones, 4.5 stars or so out of 5. They sell tons of their products on Amazon. The failure also met all of their warranty criteria. Why would they have me take all of those pictures and all of those measurements when they knew from the beginning where I bought it. It is still there product and comes with their warranty.

  Business Response

  Date: 12/29/2022

  Hello,

   

  Than you for reaching out. Unfortunately our warranty does not cover products that were sold by unauthorized sellers on Amazon.com. The seller name must be "Zinus **** from Amazon. We have attached a screenshot of the purchase order for reference showing whom the product was purchased from ****************** whom is not an authorized seller of ours.

   

  Attached is our warranty information if needed -

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

   

  Thank you,

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

  Customer Answer

  Date: 01/06/2023

  I am rejecting this response because:

   

  I have pasted the email below I received. I am trying the to go through the claim process for the second time with Amazon per Zinus instructions. At this point Amazon has another 7 days to respond so until then I would consider myself satisfied. 
  
  I tried the Amazon route before per their instructions. There response was that is would need to contact the manufacturer. That is when I filed the claim with Zinus. They drug it out for a week with 1-2 dozen emails asking for measurements and pictures only to tell me that I needed to contact Amazon. I must say that I do not understand. It is still their product. If I had bought directly from Zinus would they have found another reason to reject my claim? It's like if I bought a **** pickup would it be on that dealer to provide the warranty and I would have to go back to that specific dealer each time I needed something?
  
  Anyway I will let you know as soon as I hear from them
  
  Thank you
  
  ****
  

  Business Response

  Date: 01/06/2023

  Hello,

   

  We understand the customer concerns. And we understand that the product is still our product, a "Zinus" brand product, however people can purchase our mattress from auctions/garage sales/warehouse sales/Craigslist etc. and they are then allowed to re-sell on Amazon as a reseller with their own amazon store for a higher price. Purchases not made through an authorized seller do not qualify for warranty under Zinus **** When Amazon purchases from us directly and sells our product - The sales receipt will show that it was purchased through our Zinus Store on Amazon's website. Again, we apologize for the inconvenience, and hope that the seller of this product can assist the customer.

   

  Sincerely,

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

• Initial Complaint

  Date:12/22/2022

  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 purchased a queen sized ******** in May of 2019. The ******** is broken/sags and is basically trash at this point. I contacted the warranty department and after jumping through hoops to get all the info needed Im now faced with waiting indefinitely for a ******** or receive a check that is pennies on the dollar for what I originally paid. There is a 10 year warranty on this ******** and it lasted 3. Since the ******** I originally purchased is out until forever it would be nice to receive any 6 Queen ******** that is in stock. This warranty is a crock. Oh its covered for 10 years but the ******** barely lasts 3 and then its never, ever back in stock. Do better and stand behind your product and send me a replacement!

  Business Response

  Date: 12/29/2022

  Hello,

  We are sorry to hear this. After further review we see that our Customer Support team is processing a full replacement for the customer, tracking information should be available within 1-2 business days.

   

  Best,

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

• Initial Complaint

  Date:12/11/2022

  Type:Customer Service 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.

  Yesterday I noticed hundreds/thousands of tiny, shiny, sharp, straight pieces of fiberglass poking out from the protective cover of my mattress. I sent Zinus a direct complaint with photos 2 days ago (12/8). They informed me their SLA for response is 48 hours **** Fiberglass by nature is difficult to photograph, but I have videos of several large pieces that I was able to capture. Visible to the naked eye, there are thousands of tiny pieces of fiberglass throughout the sides of my mattress. It is also stuck alongside my bed frame where the mattress makes contact. The outside cover has never been removed by me and has only been spot cleaned, per instructions.I have been suffering from symptoms of exposure to fiberglass including dry cough/wheezing that has lasted for over 2 months now after no other onset of illness. I suffer from asthma, so exposure is more dangerous to me and is exasperating my health. I am removing the mattress from my home immediately for health and safety reasons. I have already ordered a new mattress through another company that does not contain fiberglass. Zinus contains 64% fiberglass inside. I am now aware of a 2022 lawsuit that is pending for this exact issue, so I requested a full refund of the $365.00 ($415 accounting for inflation) I paid in 2018 for this defective product. I was not aware of this lawsuit until I googled fiberglass + Zinus to see if others have faced this. I will not accept a pro-rated refund or replacement, since this product is defective, under lawsuit, warrantied, and I followed exact instructions for care. I will likely have to pay additional sums because of the health issues I am facing to see a doctor. If a full refund is not returned, I will contact a lawyer. I am extremely disappointed in this product and the fact that Zinus has not taken it upon themselves to issue a recall. I hope we can find an fair remedy.

  Business Response

  Date: 12/22/2022

  Hello there,

   

  Thank you for reaching out to us. After further review, we see here that our Customer Support team will be submitting a full refund to the customer once photos are presented of the item being disposed.

  If there are any further questions or concerns, feel free to reach out.

  Thank you,

  Zinus Inc.
  

• Initial Complaint

  Date:12/09/2022

  Type:Product 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 purchased Zinus Serenity 8" mattress from ******* for $159.00 on August 29th. Order: *************** . When it arrived on September 1st, I found there were three places where the "Gel" foam was missing and a clear partition of missing glue. Reached out to support on September 5th showing all pictures and the support team agreed to replace. On October 1st, they said they don't know when they will restock and that they can (prorated) refund but wanted me to take it to the dumpster and then get a receipt of it and send. I explained to them that I cannot be without mattress that long and the fact that it takes $35 for pickup and a handy man help for $50 - I decided to wait. It's December and they provide the same reason that 1) they cannot replace because they have no idea when stock becomes available (at this point I stopped believing this). (2) They want me to spend $85 to dump only for them to provide partial refund which could be a loss for me. (3) They deceive consumers with false warranty ad for 10 years.

  Business Response

  Date: 12/22/2022

  Hello there,

   

  Thank you for reaching out. After further review, we see that our Customer Support team and the customer have been in communication and our team will be submitting a replacement. If there is any further action needed, please feel free to reach out out to us.

   

  Thank you,

  Zinus Inc.