Complaints

This profile includes complaints for ZipCushions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ZipCushions has 6 locations, listed below.

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  ZipCushions

  1499 W 120th Ave Ste 110 Denver, CO 80234-2719

  
• 

  ZipCushions

  1178 Broadway Fl 3 PMB 328 New York, NY 10001-5666

• 

  ZipCushions

  1499 W 120th Ave Ste 110 Westminster, CO 80234-2719

  
• 

  ZipCushions

  1432 Lander Ln Lafayette, CO 80026-8028

  
• 

  ZipCushions

  5101 Santa Monica Blvd Ste 8 Los Angeles, CA 90029-2480

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:05/14/2025

  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.

  I place an online order on April ******* for a set of cushions for my patio furniture. I ordered a total of 21 cushions based on the pictures shown on the merchants website. I was expecting to receive the quality and look of the cushions they feature on their webpage. They never disclose in their online ordering process that the photos shown are not of their products. I paid $3,010.49. The cushions I receive look nothing like the pictures on their website. They claim to have delivered the order according to my specifications which is true in terms of the size of the cushions. However, the quality of the fabric and the look of the finish product is not even similar to the photos they use to deceive customers. This is false advertisement. They refuse to give me a refund. I even said I will pay for the shipping cost to send back the products. But they refuse. The attached photo shows the cushions I received. If you go to their website you can clearly see these look nothing like the nice outdoor photos they show in their page.

  

  Business Response

  Date: 05/28/2025

  Response to Complaint ID #********
  Business Name: ZIPCushions
  Customer: ******* *********
  

  Dear BBB and Ms. ******************* you for the opportunity to respond to this complaint. We are a small, family-run business that takes great pride in customer satisfaction and high-quality custom-made products. While we regret that Ms. ********* is unhappy with her order, we would like to provide a factual and transparent account of the situation and the efforts made to resolve it.
  

  Order Background
  Ms. ********* placed an order on April 14, 2025, for 21 custom patio cushions, totaling $3,010.49. This included a selection of cushion types, all made to specific dimensions, foam thickness, and fabric choices that were confirmed and submitted by the customer through our website.
  

  Nature of Complaint
  

  Ms. ********** complaint centers not on incorrect specifications or defects, but rather on expectations of the visual appearance of the final product compared to lifestyle imagery displayed on our website. She claims that this constitutes false advertising.
  

  To clarify:
  

  The dimensions, fabric (Agora 1208 Tandem Flame ******** and foam type (Dry Fast) were accurately fulfilled.
  The visual difference she observes particularly the less plush look is attributable to her selected 3-inch foam seat cushions and foam-filled back cushions, both of which are known to yield a more structured appearance than thicker foam or fiber-fill alternatives.
  Our website clearly encourages customers to request free swatches and to consult our FAQs (which note fill differences and visual impact). These steps were not taken by Ms. ********* prior to ordering.
  

  Our Response
  Despite fulfilling the order accurately and in line with the customers selections, our team made multiple good faith efforts to resolve her concerns, including:
  - Offering to send fiber-filled back cushion inserts free of cost, to improve plushness No shipping charge either 
  - Offering to remake the seat cushions at a deeply discounted cost (base material only, no labor or markup) using thicker foam (4 or 5) to align with her expectations.
  - Providing visual references, explanations of the materials and manufacturing process, and engaging in thoughtful dialogue to reach a middle ground.
  These offers go well beyond our standard policies, especially considering the product was made correctly and to custom specifications. Unfortunately, Ms. ********* rejected all proposed solutions and demanded a full refund which is not feasible for made-to-order products, as stated in our clearly published return policy.
  Final Position
  

  ZIPCushions has acted in good faith, offered reasonable and generous resolutions, and communicated consistently and respectfully throughout. We have not misrepresented our products, and we stand by the quality and accuracy of the order delivered. We are confident that we met and exceeded our obligations as a custom product manufacturer.
  

  We remain open to continuing a dialogue should the customer choose to pursue one of the solutions already offered.
  

  Sincerely,
  ***** M
  Co-founder, ZIPCushions
  ************************************************************
  ******************************

• Initial Complaint

  Date:06/13/2024

  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 an aluminum patio dining set (7 piece) as well as an aluminum seating set (couch, two chairs and coffee table) as well as covers for all of the furniture from Cozy Corner Patios on 10/8/20 for a total cost of $4,712. At the time it was on back order (as was everything due to Covid). I finally received the order in June of 2021. There were a few finish flaws but nothing major and I was for the most part happy with the purchase. The company has a 3 year warranty for manufacturer defects from the date of delivery. This year when I uncovered my furniture I noticed the finish was very blotchy in spots and very inconsistent as to where it was occurring. For example the dining table top was fine but the back of the couch had large spots where the finish had come off which is weird because the table top gets the most sun of all the furniture. I contacted the company to file a warranty claim on May 13, *********************** the 3 year warranty period and included pictures of what I deem to be a manufacturer defect. The company replied and stated it was fading due to the sun but would offer me a $1000 credit towards a new set. I then responded that this was unacceptable as I am quite confident this is not fading. They then responded that they would further reduce the set (seating only as the dining set is no longer available) an additional $500 (for a total of $1500 off retail price). I do not wish to purchase from them again as I feel they offer an inferior product and dont stand behind their warranty. I am seeking a replacement or a full refund since the dining set is no longer available and they are a matching set which they refuse.

  

  Business Response

  Date: 07/12/2024

  Dear Team,
  
  As an outdoor patio furniture company, we are dedicated to providing our customers with exceptional service and products that exceed their expectations. This commitment is at the core of our business, even when it means absorbing personal losses to ensure our customers are fully satisfied with their purchases.
  
  I would like to bring your attention to the case of a customer who purchased an aluminum set from us 3 years ago. At the time, the product was backordered, but we prioritized this customer's order and promptly shipped the set once it became available.
  
  Recently, the customer reached out to us, stating that the paint on the furniture is now fading, likely due to normal wear and tear over the years. Although the warranty period had expired, we recognized the importance of honoring our commitment to customer satisfaction. And please note after analysis of pictures it was evaluated to be normal wear and tear which clearly is not part of our warranty.
  
  Initially, we offered the customer a credit towards a replacement set. However, when the customer did not agree to this solution, we went a step further and offered a free replacement couch. We did inform the customer that they would need to cover the shipping costs, as we are already absorbing the significant loss of providing a free replacement.
  
  We request that you please understand our position in this matter. As a company, we are committed to going above and beyond for our customers, even when it means taking a financial hit. Our primary goal is to ensure that our customers are completely satisfied with their purchases, and we believe this approach is essential to maintaining their trust and loyalty.
  
  Thank you for your consideration.
  
  Best regards,

  Customer Answer

  Date: 07/25/2024

  For starters, in the response the retailer indicated the warranty period had expired. This is not the case.  The warranty begins at the time of delivery and not the time the order is placed so therefore I was within the warranty period for filing a claim. (Order placed September of 2020 and received in June of 2021claim was filed in May of 2024). Also, they say they expedited my delivery9 months is expedited???
  
  
  
  
  Secondly, they have increased their offer each time with the the last time they admitted the finish coming off was due to the cushions or body rubbing against the furniture yet they still consider this normal wear and tear. However, they did agree to replace the couch with free pickup or shipping at my expense.
  
  
  
  
  The finish coming off is not simply limited to the couch. It is present on the lounge chairs, coffee table as well as on some of the dining chairs. I also find this excuse unacceptable because the finish is coming off on the back side of the rails and the top of the coffee table where no cushion or body touches the furniture. I am attaching additional photos as evidence. 
  
  
  
  
  Lastly, I am not interested spending additional money on this set as I truly believe this is a mfg defect so any offer that involves me spending money to replace is not acceptable. 
  
  
  
  
  I appreciate your time and please let me know if I can answer additional questions. 
  
  
  
  
  Thank you. 

• Initial Complaint

  Date:05/12/2023

  Type:Delivery 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.

  On February 4, 2023 I placed an order for back of the couch cushions with the company also known as zip cushions. I received the cushions February 15 and they were hard as a rock with no give to them. I was told that the cushions that I ordered was the material that they use for seat cushions and its not typically used for a back cushion. What I was looking for with some thing a little bit firmer than the current cushions I had. I paid $336 for the two cushions that I was not happy with. I reached out to the company and they said they dont do refunds, and they dont do returns , but on the website it says 100% satisfaction guaranteed. Theyre solution to the problem was that they would send me the normal back of a couch cushion filling at a 50% discount and I would pay an additional $75 for the two cushions. I said OK. They sent me the cushions when I receive the cushions they were not filled properly. They were supposed to be 5 inches thick. They were only 3 inches thick, and when you lay against them, they go flat as a pancake. I emailed the company again they said that they would send me extra filling. How Im supposed to fill my cushions that they sewed shut with extra filling I have no idea. I received a package yesterday May 11, 2023 it was small and I had no idea what it was. I opened it and it was a triangle shaped piece of cushion that fits in my hand , I dont know what is going on with this company but at this point I feel like I am a big joke to them. Its not even about the money for me as the fact that my cushions are not what I wanted and on the website, it says 100% customer satisfaction guaranteed so now bringing the problem to you guys to see what you can do for me because I dont know where to go from here. Ive already paid over $400 for cushions and Im still not satisfied. I have all the emails between me and the company if you need to see them.

  

  Business Response

  Date: 05/23/2023

  Dear ****** - 

  First of all we appreciate your business and thanks for your willingness to work with us to resolve your issue. 

  We have shipped you complimentary replacement of the inserts which should resolve your concerns. Below is the tracking number. 

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

  We are here to help you if there are any more issues. Please let ** know if  this issue is still not resolved. 

  Thanks 

  -*****

   

   

   

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20051220
  
  I am rejecting this response because:
  I feel like I have been charged $336 for the most expensive cushions( the high density foam) which was not what I expected. Then I paid $75 for the correct filling which was also not what I was expecting. I have now received the 3rd set of cushions and this is what I wanted from the beginning. So I would like to know the price of the correct cushions and be compensated for the difference. And to make sure Im not getting screwed over again I would like a pricing list.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/25/2023

  Hello ****** - 

  We have initiated a refund for your second order. Hope  this resolves the issue. 

  Thanks 

  -Maria 

  Customer Answer

  Date: 05/26/2023

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

• Initial Complaint

  Date:11/28/2022

  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.

  We receive a portion of our order of patio furniture on 10/19/22 . We contacted the company, sent pictures and they said they would send the remaining furniture. We were missing cushions and some of the cushions had no covers plus some hardware was missing! After numerous emails and calls the company piecemealed various covers and cushions each time taking several weeks! Each time the order sent to us was not correct. Plus, the cushions arrived with no covers on them. When I called about this they sent me a video on how to put the cushion in a plastic bag and put my vacuum cleaner suction end in the bag and **** the bag down to a size and then put it in the cover. They had not sent a plastic bag to put the cushion in so I requested four bags which then took two more weeks. I am finally down to them owing me two covers and they sent one the correct size and one that was too small. When I call them they give the impression that we are trying to mislead them about what they have not sent to us!! It is now 11/29/22 and they still owe us one last cover! They show no remorse or respect towards us their customer. All they needed to do was just overnight our missing furniture pieces and take care of their customer! I absolutely do not recommend this company to anyone !!

  

  Business Response

  Date: 12/01/2022

  Hello *******, 

   

  This is **** from CCP. Thanks for your business with us. We are really sorry that you have to go through this trouble. We have reviewed your complaint. We are already in contact with you to get your final piece delivered. Please let us know if you do not receive those in a next few days.  I am here to assist you if any further issues arise. 

   

  Thanks 

  -*********;