Zinus, Inc.

Complaint: ***I am rejecting this response because:
First off this IS NOT THE MATTRESS I ORDEREDLook at the pics you can tell this is a Walmart branded mattress and the layers are a different thickness from the mattress I ordered
Second the order was placed through amazon but fulfilled by Zinus
Amazon did refund my money not Zinus who obviously is shipping Walmart rejects to customers and basically committing fraud
Third the mattress didn’t expand properly and is nasically trashSo no I have a pound king sized mattress that I have to pay my trash service $to haul to the trash
Lastly the fact that Zinus, shippedbthe wrong mattress and has repeadly lied about what the debt I have suffered undo hardship
I passed on several other cyber Monday deals on another mattress that I now am going to have to order and pay full price costing me an extra $
So in short Zinus Inc,s incompetence and inability to fulfill my order cost me $more than the amount Amazon refunded.
Sincerely,Greg***

We are sorry for the delay in receiving your second frameWe assume that it was lost between our facility and fedex*** is a new tracking # which is for expedited shipping so you should have your frame in a day or two Again our apologies, thank you!

We apologize that this item was lost in transitWe have issued a full refundThank you

This customer has been refunded in full as the package was lost by FedexThank you

We have processed the refund on your steel base and apologize for the delay
Please note that it might take a day or two for your bank to process on their end
Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Kishore***

Initial Business Response /* (1000, 5, 2015/10/19) */
We will replace these mattresses for this customer as a special courtesyThey shipped today tracking #XXXXXXXXXXXXWe do not include mold complaints in our warranty as it can be caused by customer behavior out of our control such as
going to bed with wet hair, etcor being stored in a damp place such as a basementThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because we do not go to bed with wet hair, and it's not stored in a damp placeZinus contacted me and said they were upgrading us to better quality memory foam mattressesThey came today and we scanned the barcodesThe twin was downgraded to only a 1/inch of memory foam and 1/high density support foamThe original is inch memory foamSo they sent us a cheaper product
Then our king memory foam mattress, they sent us a piece of *** pillow top coil mattresses, no memory foam, and while researching, that too is a cheaper mattress than what we paid for
We just wanted an equal replacement since we solved the problem of these mattresses, cannot be placed on plastic box spring coversApparently they need ventilation underneath
Final Business Response /* (4000, 9, 2015/10/29) */
Please note that the inch mattress sent was an exact replacement of the original mattressThis was explained to the customer on the 28thThe King mattress was a mix up in the warehouse and a spring mattress was sent instead of a memory foamWe asked the customer to donate the mattress sent in error and we shipped the king memory foam mattress yesterdayThank you
Final Consumer Response /* (2000, 11, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We now have the king memory foam mattress and it looks like an upgradeWe put a bed bug plastic enclosed mattress zip cover over itI hope this works

Complaint: ***I am rejecting this response because: I currently have to come across a camera to send pictures since mine isn't working right nowAnd they haven't "been working with me."Sincerely,Jacklyn***

We are sorry the mattress was lost in transitA replacement has been sent Express Saver FedEx tracking ***
Unfortunately because your order was processed through Sam's Club any discount for the shipping issue has to be done through them
Again we are sorry for the delay

We have worked directly with this customer and have resolved the issueIt appears the original shipment was lost in transit and we are re-sendingThank you
Tell us why here

A warranty replacement was sent to this customer via Fedex
Tracking #: ***
Thank you

Revdex.com:
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 Business Response /* (1000, 5, 2014/11/06) */
This customer has been refunded through Amazon.comWe were waiting for final photos but did not reject his claim as statedReturn of the mattress is not necessaryThank you

Initial Business Response /* (1000, 5, 2015/09/02) */
We have contacted this customer and have initiated an agreed upon refund of $which is being mailed todayThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
They say they have sent the check on multiple occasions but they always seem to have excuses.The response given to Revdex.com on the company behalf was also incorrect because the check was never sentToday again I have been given a similar answer that I have been receiving from the beginning of this process.My patience has run out and am tired of being given the run around for my rightfull refund.The communication between within their company is not acceptableI asked for a copy of the check and was said it will be emailed to me last week and now they say that they can not send it because the accounting department in charge of the refund won't allow the supervisor to handle the check.If I don't get the check soon I will have no choice but to ask for additional funds for pain and suffering
Final Business Response /* (4000, 9, 2015/09/15) */
I spoke with *** yesterday and confirmed the check was processed by accounting and mailed out late yesterday Sept 14th

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Nancy ***

We apologize for the delay and will make sure a replacement cover is sent out asap
Tracking # will be emailed directly to the customer later today

We are sorry for the delay and are processing a pro rated refund check today.
Please allow 2-weeks for processing and mailing time
Thank you

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

Complaint: ***I am rejecting this response because: they are sending me a replacement mattress and I specifically told them I did not want another mattressAnd even if I did, I have mattresses from them not just oneI have a queen size and twin size mattresses.Sincerely,David ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, Darlene ***