Zinus, Inc.

Complaint: [redacted]I am rejecting Because: the order was through Sams Club, but I’m not requesting a discount for the shipping, that was free. I’m requesting something to compensate me for the month you all had held the money and I didn’t receive the mattress. I don’t expect a free mattress, unless you’re offering that then I’ll take it, but basically I want a free pillow or two. Sincerely,Elizabeth[redacted]

We will be sending a replacement today. 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, Anthony[redacted]
 
ps.... Zinus was nice enough and is sending me out a new replacement mattress for the defective mattress I originally received. I'm satisfied with this resolution. Looking forward to sleeping on the new one. Thanks Zinus!!!

A full refund has been given to this customer with our apologies.

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.

A replacement is being sent with expedited shipping. Fedex Tracking #  [redacted]
Thank you!

We apologize for the delay in taking care of this but all is now resolved. Thank you.

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.

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, Joshua [redacted]

We processed a refund check for you on 1/26/2018 which should have been received by now. The replacement was offered prior to the refund check. Thank you.

We have contacted this customer and shipped a replacement, thank you!
Replacement processed tracking #: [redacted]

Order [redacted] is due to be delivered tomorrow 3/8 according to Fedex. Thank you.

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.

We will cancel and refund your order today. Apologies for the delay. 
Thank you.

Initial Business Response /* (1000, 5, 2015/01/09) */
Hello. We have reached out to the customer by email requesting images of the mattress and proof of purchase. To date these haven't been provided. We are happy to help as soon as we receive these. On 1/9/15 we called the customer and...

she said she will provide these items soon. Thank you!

We understand that one item in your order was lost and that you had been working with us through facebook.
Your replacement tracking # was generated yesterday Fedex [redacted]  Thank you!

We are sorry this customer was confused about what was included with the purchase. We agree the images were misleading and have corrected them.We will be sending out the frame requested within 48 hours.Thank you!