Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, April [redacted] The email from the company came to me the day after I filed this complaintI appreciate this and hope that this doesn't happen again
The tracking information we have shows that delivery was made yesterday, 3/8, to the address in Maryland We reached out by phone and left a message Thank you
We have reached out to the customer and requested for additional photos of the defect Once we confirm that the mattress is defective, we will gladly go ahead and send out a replacement under warranty If you have any questions, please reply Sincerely, Zinus Inc
Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ We contacted this customer and received further detailsA refund check has been submitted to accounting and agreed to by the customerThank you for making us aware of the issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company called me and said that they would issue a full refund plus shipping, as to date I have not gotten a refund , I will not close this until the refund is in Final Business Response / [redacted] (4000, 9, 2014/07/08) */ The refund check was mailed from California on 6/Check #XXXXXWe have tried reaching [redacted] to confirm she received it but have not been successfulIf we need to cancel this check and send another please let us knowThank you Final Consumer Response / [redacted] (2000, 11, 2014/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund arrived and I will close the case
We offer the option for customers to send pictures of warranty requests to make it easier for them to share product defects instead of having to return the product to usIf a camera is not available than we have to ask that the item be returned for a full refundWe can not issue refunds without seeing the defects or having the product returnedWe are happy to issue the refund once photos are shared or the item is returned to usThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Anthony [redacted] psZinus was nice enough and is sending me out a new replacement mattress for the defective mattress I originally receivedI'm satisfied with this resolutionLooking forward to sleeping on the new oneThanks Zinus!!!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Joshua [redacted]
We have contacted the customer and found out that this order was placed with Amazon.com and not with Zinus This item is the correct item that was ordered and delivered We have also been informed that this order has been fully refunded by Amazon as we do not have any control nor access to these orders Due to the customer being refunded by Amazon, there will be no further action necessary as the customer still has the original mattress that he purchased from Amazon If you have any questions, please reply Sincerely, Zinus Inc
Initial Business Response / [redacted] (1000, 5, 2014/03/12) */ We spoke with [redacted] and she did receive her complete order on March 6thHowever it wasn't packaged as expected and she is in the process of sending the items back to Sam's Club for a complete refundThere is nothing further that we can help her with on our end as Sam's Club will refund her moneyThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Dennis ***
The customer did receive a Zinus mattress as we manufacture the Spa Sensations brandWe offered the customer either a refund or replacement as the mattress did have decompression issues Thank you
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ We are sorry that this customer's platform bed did not ship as quickly as promisedWe were taking inventory Friday-Sunday and that resulted in the delayWe did offer a discount and some free pillows but she explained that she had already purchased another bed and wasn't interestedWe respond to all our customers within one business day and it appears her attempts to reach us were on Saturday when we are closedAgain we apologize but are unable to help further Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to turn this into a pissing contest, but the representative of Zinus made a misstatement aboveI made several inquiries prior to the WEEKEND, and no one picked up a phone or returned my call less email me to say that they were in the process of inventory and that the shipment had been delayed due to the shipping companyI don't believe that the item ever made it to a shipping company for shipment, and if they were doing inventory, then a message to that effect should have been left on their answering service to that effect so that their customers would know what was going onI want nothing from them, but will never seek their services againThey are dishonest, and their customer service skills are highly unprofessional Final Business Response / [redacted] (4000, 9, 2016/01/22) */ We apologize again and wish we could make this up to you in some way but understand that you already purchased another bedWe do our best to respond to every customer within hours and apologize that we did not handle your situation as we should haveYou are right that we should have made our customers aware of our inventory situationYour credit card was not charged which is your desired resolution Final Consumer Response / [redacted] (4200, 11, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern my credit card was not charged b/c [redacted] stepped in to say that your company did not ship within their ( [redacted] 's) time limitsI do not wish to respond any furtherNeedless to say, that I will not do business with this company in the future
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@zinusinc.com We have contacted [redacted] and offered a replacement or prorated refundWe are sorry for the miscommunication on our part regarding honoring our warranty
Complaint: [redacted] I am rejecting this response because:I have not received a return label or been issued a refund Sincerely,Caitlin [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, April [redacted] The email from the company came to me the day after I filed this complaintI appreciate this and hope that this doesn't happen again
The tracking information we have shows that delivery was made yesterday, 3/8, to the address in Maryland We reached out by phone and left a message Thank you
We have reached out to the customer and requested for additional photos of the defect Once we confirm that the mattress is defective, we will gladly go ahead and send out a replacement under warranty If you have any questions, please reply Sincerely, Zinus Inc
A full refund has been given to this customer with our apologies
Replacement FedEx tracking #: [redacted] Thank you for your patience
Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ We contacted this customer and received further detailsA refund check has been submitted to accounting and agreed to by the customerThank you for making us aware of the issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company called me and said that they would issue a full refund plus shipping, as to date I have not gotten a refund , I will not close this until the refund is in Final Business Response / [redacted] (4000, 9, 2014/07/08) */ The refund check was mailed from California on 6/Check #XXXXXWe have tried reaching [redacted] to confirm she received it but have not been successfulIf we need to cancel this check and send another please let us knowThank you Final Consumer Response / [redacted] (2000, 11, 2014/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund arrived and I will close the case
We offer the option for customers to send pictures of warranty requests to make it easier for them to share product defects instead of having to return the product to usIf a camera is not available than we have to ask that the item be returned for a full refundWe can not issue refunds without seeing the defects or having the product returnedWe are happy to issue the refund once photos are shared or the item is returned to usThank you
We have been in touch with the customer and have refunded the portion of the order that was not received Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Anthony [redacted] psZinus was nice enough and is sending me out a new replacement mattress for the defective mattress I originally receivedI'm satisfied with this resolutionLooking forward to sleeping on the new oneThanks Zinus!!!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Joshua [redacted]
We have contacted the customer and found out that this order was placed with Amazon.com and not with Zinus This item is the correct item that was ordered and delivered We have also been informed that this order has been fully refunded by Amazon as we do not have any control nor access to these orders Due to the customer being refunded by Amazon, there will be no further action necessary as the customer still has the original mattress that he purchased from Amazon If you have any questions, please reply Sincerely, Zinus Inc
Initial Business Response / [redacted] (1000, 5, 2014/03/12) */ We spoke with [redacted] and she did receive her complete order on March 6thHowever it wasn't packaged as expected and she is in the process of sending the items back to Sam's Club for a complete refundThere is nothing further that we can help her with on our end as Sam's Club will refund her moneyThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Dennis ***
The replacement parts this customer requested have been sentThank you for making us aware of this situation
We have refunded this customer in full as her mattress was lost in transitThank you
The customer did receive a Zinus mattress as we manufacture the Spa Sensations brandWe offered the customer either a refund or replacement as the mattress did have decompression issues Thank you
Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ We are sorry that this customer's platform bed did not ship as quickly as promisedWe were taking inventory Friday-Sunday and that resulted in the delayWe did offer a discount and some free pillows but she explained that she had already purchased another bed and wasn't interestedWe respond to all our customers within one business day and it appears her attempts to reach us were on Saturday when we are closedAgain we apologize but are unable to help further Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to turn this into a pissing contest, but the representative of Zinus made a misstatement aboveI made several inquiries prior to the WEEKEND, and no one picked up a phone or returned my call less email me to say that they were in the process of inventory and that the shipment had been delayed due to the shipping companyI don't believe that the item ever made it to a shipping company for shipment, and if they were doing inventory, then a message to that effect should have been left on their answering service to that effect so that their customers would know what was going onI want nothing from them, but will never seek their services againThey are dishonest, and their customer service skills are highly unprofessional Final Business Response / [redacted] (4000, 9, 2016/01/22) */ We apologize again and wish we could make this up to you in some way but understand that you already purchased another bedWe do our best to respond to every customer within hours and apologize that we did not handle your situation as we should haveYou are right that we should have made our customers aware of our inventory situationYour credit card was not charged which is your desired resolution Final Consumer Response / [redacted] (4200, 11, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern my credit card was not charged b/c [redacted] stepped in to say that your company did not ship within their ( [redacted] 's) time limitsI do not wish to respond any furtherNeedless to say, that I will not do business with this company in the future
We are sorry that we are now out of stock on this item, but you have been refunded in full Thank you
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@zinusinc.com We have contacted [redacted] and offered a replacement or prorated refundWe are sorry for the miscommunication on our part regarding honoring our warranty