Zinus, Inc.

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@zinusinc.com
We have contacted [redacted] and offered a replacement or prorated refund. We are sorry for the miscommunication on our part regarding...

honoring our warranty.

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, Robert [redacted]
 
Not supposed to receive mattress until Friday of this week if I receive mattress I will be satisfied

Initial Business Response /* (1000, 5, 2015/10/19) */
We will replace these 2 mattresses for this customer as a special courtesy. They shipped today tracking #XXXXXXXXXXXX. We 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, etc. or being stored in a damp place such as a basement. Thank 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 place. Zinus contacted me and said they were upgrading us to better quality memory foam mattresses. They came today and we scanned the barcodes. The twin was downgraded to only a 1 1/2 inch of memory foam and 4 1/2 high density support foam. The original is 6 inch memory foam. So they sent us a cheaper product.
Then our king memory foam mattress, they sent us a piece of [redacted] 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 covers. Apparently they need ventilation underneath.
Final Business Response /* (4000, 9, 2015/10/29) */
Please note that the 6 inch mattress sent was an exact replacement of the original mattress. This was explained to the customer on the 28th. The King mattress was a mix up in the warehouse and a spring mattress was sent instead of a memory foam. We asked the customer to donate the mattress sent in error and we shipped the king memory foam mattress yesterday. Thank 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 upgrade. We put a bed bug plastic enclosed mattress zip cover over it. I hope this works.

Initial Business Response /* (1000, 5, 2015/09/02) */
We have contacted this customer and have initiated an agreed upon refund of $778 which is being mailed today. Thank 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 sent. Today 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 acceptable. I 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 [redacted] yesterday and confirmed the check was processed by accounting and mailed out late yesterday Sept 14th.

We are showing scheduled delivery for tomorrow of both packages.  Tracking # 7[redacted] master tracker for 2 pc shipment.
Thank you.

From: Berny [mailto:[redacted] Sent: Saturday, March 10, 2018 3:27 PMTo: [redacted]Subject: Re: complaint filed with Revdex.com case # [redacted]
 
Dear[redacted]
    Since I have no other reasonable option please tell Zinus to send me another mattress.  Thank you for your assistance.
Best Regards,
Bernadette

Initial Business Response /* (1000, 5, 2015/05/12) */
We were sorry to hear of this customers complaint. She had not previously contacted us. We are sending her a refund check for the full amount of her purchase price. Thank you.
Initial Consumer Rebuttal /* (2000, 7,...

2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Very good company after all easy to work with. And they take good care of their customers obviously. Sorry to assume the worst. And as a side note I did purchase two of these beds with one being a great bed so please see why the frustrations occurred

Initial Business Response /* (1000, 5, 2014/06/25) */
We contacted this customer and received further details. A refund check has been submitted to accounting and agreed to by the customer. Thank you for making us aware of the issue.
Initial Consumer Rebuttal /* (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 199.95 plus shipping, as to date I have not gotten a refund , I will not close this until the refund is in.
Final Business Response /* (4000, 9, 2014/07/08) */
The refund check was mailed from California on 6/30. Check #XXXXX. We have tried reaching [redacted] to confirm she received it but have not been successful. If we need to cancel this check and send another please let us know. Thank you.
Final Consumer Response /* (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

Replacement FedEx tracking #: [redacted]
Thank you for your patience.

Initial Business Response /* (1000, 5, 2014/03/12) */
We spoke with [redacted] and she did receive her complete order on March 6th. However it wasn't packaged as expected and she is in the process of sending the items back to Sam's Club for a complete refund. There is nothing further that...

we can help her with on our end as Sam's Club will refund her money. Thank you.

Initial Business Response /* (1000, 5, 2015/05/12) */
We were sorry to hear of this customers complaint. She had not previously contacted us. We are sending her a refund check for the full amount of her purchase price. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Very good company after all easy to work with. And they take good care of their customers obviously. Sorry to assume the worst. And as a side note I did purchase two of these beds with one being a great bed so please see why the frustrations occurred

Complaint: [redacted]I am rejecting this response because:
I have received no contact from the company.  No replacement has been sent or scheduled. 
Sincerely,Dustin [redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
We are sending a replacement to this customer today, 1/20/16. We apologize for the delay and the initial misunderstanding. This item is our only in-store item and most returns/exchanges are done with the retailer. We are happy to help...

and apologize for the inconvenience. Thank you.

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.

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, Stefanie [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 me. Sincerely, Dennis [redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
We are sorry that this customer's platform bed did not ship as quickly as promised. We were taking inventory Friday-Sunday and that resulted in the delay. We did offer a discount and some free pillows but she explained that she had...

already purchased another bed and wasn't interested. We respond to all our customers within one business day and it appears her attempts to reach us were on Saturday when we are closed. Again we apologize but are unable to help further.
Initial Consumer Rebuttal /* (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 above. I 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 company. I 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 on. I want nothing from them, but will never seek their services again. They are dishonest, and their customer service skills are highly unprofessional.
Final Business Response /* (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 bed. We do our best to respond to every customer within 24 hours and apologize that we did not handle your situation as we should have. You are right that we should have made our customers aware of our inventory situation. Your credit card was not charged which is your desired resolution.
Final Consumer Response /* (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) normal time limits. I do not wish to respond any further. Needless to say, that I will not do business with this company in the future.

We have been in touch with the customer and have refunded the portion of the order that was not received.
Thank you.

We have reached out the customer and offered our return instructions.  The customer is aware of these instructions and will follow them to obtain a full refund.  We apologize for the delay and inconvenience but we believe this case has been resolved with the customer.  If you have any...

questions, please reply. Sincerely,Zinus Inc.

Initial Business Response /* (1000, 5, 2015/03/25) */
We are so sorry that they had a bad experience with our platform bed frame. We have less than a 2% return rate with this item so it must have been defective. We are refunding the customer and do not require that the frame be...

returned.