Zinus, Inc.

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, Meitong***

(The consumer indicated he/she DID NOT accept the response from the business.)I contacted the company the guy I talked to got a attitude since I don't have the receipt from a mattress I bought years ago they will not do anything for meI don't think is right not only did I throw out the mattress I had to spend almost dollars on new clothes to replace the clothes that were full of fiberglass because that stuff does not wash out believe me I tried several timesAnd they had the nerve to act like I was scaming themVery poor customer service

We are working with the customer on expediting a replacement mattress and have resolved the issueThank 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, Anna ***

We have sent the correct size frame express shipping (day), here is the FedEx tracking***
Please note the email address the customer was using was spelled incorrectly so the emails weren't 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 me.
Sincerely,
[redacted]

We apologize for the inconvenience.  We have emailed the customer and are hoping we can get this resolved right away.  We take these claims very seriously and will work with the customer to find a common ground to have all issues resolved.  If you have any questions, please...

reply.
 
Sincerely,
Zinus Inc.

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.

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 us. If a camera is not available than we have to ask that the item be returned for a full refund. We can not issue refunds without seeing the defects or having the product returned. We are happy to issue the refund once photos are shared or the item is returned to us. 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 me. I accept their offer to mail me the frame.  The frame should not have been in the picture to start with. I accept the offer as long as hey mail me the frame. Thank you for you help better business.  
Sincerely,
[redacted]

We apologize for the delay. Fedex is experiencing a back log in processing our SC trailers and we should see an update on your tracking # shortly.
In fact some orders have even been delivered without tracking every having been updated. Thank you for your patience.

The refund will be processed this morning. Please allow 1-2 days for your bank to update your account. 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 me. Sincerely, Preston[redacted]

We apologize for the delay and inconvenience.  We have went ahead and processed an overnight replacement, FedEx tracking [redacted].  We have also emailed the customer with a pre-paid return label for the incorrect sized item.
Sincerely,
Zinus Inc.

To Whom This May Concern,
 
We have reviewed this order and see that the tracker shows as delivered on Feb 1st.  Tracker shows that the shipment was left at the front...

door.
 
https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=78950624672...⇄ />  
If you are still having issues recovering your shipment, please let us know.
Sincerely,
Zinus Inc.

The replacement parts this customer requested have been sent. Thank you for making us aware of this situation.

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 me. Sincerely, Melissa [redacted]

We are sorry for this customers experience with our company. This $99 Queen size mattress was part of a promotion that resulted in huge demand.
We will process the refund today, and ask that the customer donate the mattress to a charity if there is no longer use for it. Thank you.

The customer did receive a Zinus mattress as we manufacture the Spa Sensations brand. We offered the customer either a refund or replacement as the mattress did have decompression issues.
Thank you.

Our customer service team has been working with this customer, her mattress is covered by a 10 year warranty. Thank you.