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:12/08/2022

  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 full size mattress in October 14th 2022 it is December 7th 2022 I have not took the mattress cover off and ********* had been sharing the bed. They recently started experiencing bad coughs and random throw up! I look at the mattress to wonder what is going on as the coughing gets worse at night & see tons of fiberglass!! The mattress is covered in fiberglass!

  Business Response

  Date: 12/22/2022

  Hi there,

  Thank you for your message and we are sorry to hear this. Please reach out to our Customer Support team via ********************************** - this will take you to our warranty landing page. For quicker service, please submit any photos or videos you may have showing the issue you are experiencing. You will also need to attach a copy of your purchase receipt. If there is any further action needed, you are welcome to reach out via ******** Messenger.

  Thank you,

  Zinus Inc.
  

• Initial Complaint

  Date:12/04/2022

  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.

  This website state that there is a 20% off sale on their website. The refuse to honor the discount stating..."We understand your concern and we apologize for the issue at hand. Our website is being updated by our team to remove the banner of the code since it has already ended."The are advertising a discount and not honoring it. There is no fine print or anything on the website that sates when the promotion ends.I want the promotion that was advertised.

  Business Response

  Date: 12/07/2022

  Hello,

  Our team has been made aware of this situation and we apologize for the inconvenience. We are happy to honor the 20% off discount, however there are items that are currently on sale, we do have to let the customer know that we cannot apply a discount on top of another promotion. There are lots of items that remain with a 20% off promotion at this time. If the item the customer is looking to purchase is not on sale we are happy to assist with s 20% discount. Thank you for reaching out and let us know if you need further assistance.

  Best,

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

• Initial Complaint

  Date:12/04/2022

  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 bought my mattress on Nov 4, 2022. I had laid this mattress flat for over 72 hours. The corners do not inflate beyond 8 inches, even though I bought a 12 inch mattress. The middle is about 11 inches. Seems comfortable enough in the center but not sure how it will be to sleep on given that the edges are sunken.It is not comfortable to sleep on. I would like to put a claim for a replacement/exchange mattress to be sent. I had contacted the Zinus tema but their response was to ask the reatirer to fix the issue. but this issue is a warranty claim that only zinus can fix.

• Initial Complaint

  Date:11/16/2022

  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 bought a Zinus memory foam mattress in July 2021. The sidewall of the mattress is sagging 1 inch without me on it. 6 inches with me on it, tried to get warranty on the mattress. Sent pictures , jumped through all their requirements. Now no one responds back to me

  Business Response

  Date: 11/28/2022

  Hello,

  The customer has been assisted and a refund has been initiated.

   

  Thank you,

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

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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's 'Spa Sensations 12 Theratouch Memory Foam Mattress' from ******* on Nov. 30, 2015 which has 10 yrs of warranty. Now for the past 4-5 weeks we are not able to sleep on it as the compression (Pressure relief properties) of this mattress has gone bad. Now it simply compresses too much and when we wake up, our body aches and this is a known fact for getting constant body ache from a mattress.Zinus warrants against losing 'continual pressure reducing and pressure relief properties' of the mattress, however even though this mattress has lost that property which is causing body ache (since it no longer is able to support our body and sags while sleeping). As per their warranty - "... 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."I have tried enough to explain this aspect of their warranty coverage, and they keep asking me to show sagging od the mattress, which unfortunately I cannot show as per how they want. I did share pictures of the mattress cover getting loose and measured it, still they wouldn't accept it. Asked for escalation, and yet they have not.Also to note, initially they agreed to provide warranty replacement with 10" mattress which I asked for 12" instead since mine was 12", and after that they simply made U turn, and said they would not provide any warranty replacement as my mattress is not sagging by 1.5". Even though the complaint is for compression and the mattress losing it continual pressure reducing and pressure relief property which they do warranty.Filing complaint, so that it gets escalated to the Sr. ********** in Zinus who can help.

  Business Response

  Date: 11/22/2022

  Hello,

  Thank you for your message. Our teams has resolved this claim and a replacement was sent to the customer. If there is any further action needed, the customer is welcome to reach out to our ******** Support team.

   

  Thank you.
  

  Customer Answer

  Date: 11/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 king size platform bed frame from zinus in May of this year, and the bed frame was assembled exactly per the instructions. In the short 6 months this bed frame has been in used, the main support legs underneath bent and stripped out the joints, causing the bed frame legs to slide sideways and the entire bed bowing and sinking throughout the middle and not staying in place for more than a few minutes. After reaching out to zinus, via their website chat, I was asked to crawl under the bed to take pictures which I provided, and sent to tier 2 support, which requested even more photo proof of specific parts I explained were affected by this flaw. I explained how I was unable to get better pictures with completely disassembling the bed and they once again, for a 3rd time, asked for better pictures for proof to justify replacing the parts. What was a simple request for replacement parts while the bed frame was under warranty has ended up being a several week process, meanwhile the bed is still deteriorating from lacking middle support I attempted to resolve this via customer support and have hit a dead end with repetitive requests for additional pictures. I just want to utilize the warranty provided by this company when purchasing and get my replacement parts or my money back entirely. I am unable to send any more detailed of pictures.

  Business Response

  Date: 11/01/2022

  Hello,

   

  Our team has been notified of your claim and should be processing a full replacement as soon as possible. Please reach out to our team with any further questions or concerns.

   

  Thank you,

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

  Customer Answer

  Date: 11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 12 inch mattress on Oct 2, 2022 and it arrived on Oct 5th from Amazon. I followed all directions to inflate the mattress, but it only inflated to 7-9 inches, with a higher lump on the one side that slopes down. I contacted Amazon multiple times as their policy states mattresses: "Returning Mattresses :Unopened mattresses in original packaging are returnable via our Returns Centre.Unboxed, expanded, and full-size mattresses are not returnable to Amazon. If you're not satisfied with the quality of product, we will issue you a full refund within 30 days of receipt of shipment.Contact the manufacturer directly for product registration and warranty related information.I talked to 5-6 customer service agents with Amazon.ca and they refused to provide a refund unless I boxed up the expanded mattress and ship it at my expense from ******* to ****************. It is impossible to box up an expanded mattress and will not accept it wrapped in plastic or tarp. They said unless it is in a box I will not get a refund.I decide to contact Zinus and they sound empathetic as I explain that I received a defective mattress. They send me the warranty instructions and request I send proof of purchase and photos which I did. I then receive another email from Zinus informing me they do not have my mattress in stock and to contact Amazon for their "special instructions" on getting a refund. There are absolutely no special instructions as I spoke to many customer service agents and every single one of them said the expanded mattress must be boxed and returned for a refund. So Amazon is not following their own mattress policy and Zinus is redirecting me back to Amazon for their "special instructions" on getting a refund. I clearly informed Zinus that Amazon will not give a refund unless I box it up and send it across the country. I am out over $700 and left with a defective mattress. This is terrible customer service and is unethical.

  Business Response

  Date: 10/25/2022

  Hello,

   

  Thank you for reaching out to us. We are sorry to hear about the customers experience with her purchase and with the return policy. We have reached out to our Customer Support team and we see that they are working with the customer on getting a replacement sent. If there is anything else we can assist with, please feel free to message here.

   

  Thank you,

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

• Initial Complaint

  Date:09/26/2022

  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 this mattress 5 years ago and this month I became aware of issues that the mattress cover is not intended to be taken off because the mattress contains fiberglass which can be damaging to your health. I have developed serious health conditions since owning this mattress and have tried emailing company 6 times about this issue. They state they need some sort of invoice which Amazon stated does not exist. I have provided them my name as well as Amazon receipt and order form from when I purchased the mattress. I have serious concerns why this mattress was sold with a zipper if the cover was not intended to be removed. I was not made aware of the contents of this mattress and the health hazards it posed. I was advised to contact the manufacturer from my physicians since the health conditions I developed are serious and have required lots of treatments and even surgery. I have had to purchase a new mattress immediately when I read the news reports about this one. This is very disturbing that the company will not remedy this situation and is being deceptive about their product. My next step will be contacting an attorney if I am not able to get Zinus to provide a satisfactory resolution to this issue.

  Business Response

  Date: 09/27/2022

  Hello,

  Thank you for your message. We are sorry to hear this, and of course would love to make things right. Our team has requested the *** version of the purchase receipt, not a screen shot from a mobile device. The *** download version can be found by using a desktop. Our team has sent a message to the consumer 4 days ago and we have yet to receive a response.Once all information is received, we can move forward with the next steps.

   

  Thank You,

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

  Customer Answer

  Date: 09/27/2022

  attached is invoice that was requested 

• Initial Complaint

  Date:09/06/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hello, I received extra firm mattress in 2020 from Zinus. This mattress already started sagging. I would like to claim warranty on this and have it replaced by better quality mattress. I contacted Zinus over past 4 weeks. This matress is supposed to have 10 years warranty, instead its failing in less than 2 years. Instead of being extra firm, every time I sleep on, it sags up to 5 inches. They are given all the necessary information as they asked. Over the years I bought over5 extra firm mattresses. This is the only one failing and they are not supporting their warranty. They sent me a poor quality mattress. All previous once were made in ***** and this is made in *********! Clearly they changed their manufacturers and quality went down. I would like Zinus to obey their warranty and replace this faulty mattress. Because of this mattress I wake up with back pain every time I sleep on it. This was Zinus response:Thank you for contacting Zinus.As stated in our warranty, it does not cover the normal increase of softness in the foam that 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.For more information about the warranty, you can click here.I didn't order any such memory foam or pressure relief mattress. All I ordered was a normal extra firm spring mattress! BBB- Please help resolve this issue.

  Business Response

  Date: 09/12/2022

  Hello,

   

  Thank you for your message. We have reached out to our Customer support team in regards to this claim. They are assisting the customer in the best way possible that meets our warranty policy. Unfortunately, we are unable to ship out a mattress of a different kind, however our team can assist with a replacement of the same kind if the customer agrees to terms. Thank you.

   

  Zinus ****
  

  Customer Answer

  Date: 09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

   

  Thank you

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  On August 8th 2022 I contacted ***** concerning a sagging and deteriorating queen size mattress topper. They asked for several pictures which I sent. They kept asking for pictures of other tags which I sent. After sending all of these items I got an email stating that this mattress topper was not in stock and they did not know when they would have it. So they offered to give me a refund. This is where the problem has started. I got another email asking me to do more work and contact a nonprofit organization to pick up a mattress topper not a mattress. I did contact my local Goodwill and they said they do not pick up used mattresses or mattress toppers still due to covert restriction. Then I get another email because I refuse to do more work to get a refund that I deserve. Asking me to dispose of it myself and send them pictures. After they get the pictures they will send me my refund. Why do I have to do all this work to get a refund that I deserve. All of this work is due to their own tax deduction from a non-profit. I want my refund without having to put in work to get it.