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Business Profile

Protective Covers

Zona Home

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Protective Covers.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order #****. I tried to change the color of the cushion covers I purchased. They never replied and sent the color I didn't want. I never used them, and sent them back the next day, May 17th. My tracking info said they received them a few days later, and I still have not received my refund. It is now July 2, 2024, and they no longer will reply to my emails.

    Customer Answer

    Date: 07/11/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *****************************

     

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received my order and the covers did not fit. the next day, 5/16/24, emailed that I needed to return them for a full refund. I received the return label on 5/17/24 and dropped them at **** on 5/20/24, supplied the **** tracking number to Joy @ ******************************* On 5/21/24, ******* responded that my order was sent to processing for a refund and I should receive in a few days. as of today, 6/11/24, I have not received a refund; I have emailed on , 5/29, 5/30,5/31, 6/7, 6/10 and 6/11. I received the same response on 6/3 and 6/7, "I will contact my finance department and make sure this gets fully processed ASAP, thanks for your patience". I have called the number listed on website, ************, goes straight to voice mail. I left a message today, 6/11, doubtful I will hear from anyone. I would not order from this company again, customer service is horrible.

  • Initial Complaint

    Date:02/23/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 2-1-24. Order # ****. I ordered ********* covers that would fit based on their measurements provided on their website. I paid $149.33. I received the order on 2-16-23. They did not fit. I immediately sent them an email at the email address provided which is ********************************* asking to return and get my $ back. It states on their site: Our return policy lasts 60 days beginning only when your package is delivered to your address. Return shipping cost is the responsibility of the buyer. We will accept any returns for all undamaged items within 60 days to guarantee customer expectations and ensure the satisfaction of your purchases. We're confident our premium curated products selection will meet or exceed your expectations but if you want to make a return - please contact our support team at ********************************* I placed an order on 11.13.23. Order # ****. I ordered 7 cushion covers that would fit based on their measurements provided on their website. I paid $145.74. I received the order on 11.28.23. They did not fit. I immediately sent them an email at the email address listed on their website asking to return and get my $ back. It states on their site: Our return policy lasts 60 days beginning only when your package is delivered to your address. Return shipping cost is the responsibility of the buyer. We will accept any returns for all undamaged items within 60 days to guarantee customer expectations and ensure satisfaction of your purchases. We're confident our premium curated products selection will meet or exceed your expectations but if you want to make a return - please contact our support team at ********************************* and we will respond within 24 hours to assist with the process. The website states they will reply within 24 hours. I have emailed multiple times and I have yet to receive a response. There is no phone number on their website to call.

    Business Response

    Date: 03/03/2024

    Dear ********,

    We would like to extend our sincerest apologies for the inconvenience you experienced with your orders from Zona Home. We understand that the cushion covers did not meet your expectations in terms of fit, and we regret any frustration this may have caused.

    Upon receiving your complaint, our team promptly reviewed your case and took action to rectify the situation. We are pleased to confirm that a full refund of $149.33 for your order was processed on February 29, 2024. The refunds should reflect in your account based on your financial institution's processing times. We also appreciate your cooperation in returning the items to us. Your willingness to work with us through this process is greatly valued.

    At Zona Home, we strive to ensure our customers are satisfied with their purchases and their experience with our support team. We acknowledge the delay in our response to your emails and are taking steps to improve our communication channels to better serve our customers in the future. Should you have any further questions or concerns, please do not hesitate to contact us directly at ******************************* We are here to assist you.


    Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.


    Best regards,
    Zona Home **************** Team

    Customer Answer

    Date: 03/04/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *******************************

     

  • Initial Complaint

    Date:01/18/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased multiple couch cushion covers from Zona Home on January 1, ****. I received a confirmation email stating that my order #**** was confirmed (total of $234.87 USD). A few weeks later, I received a package and opened it up only to find the items are not what they were advertised as. I ordered cream colored covers and the ones I received are bright pink. The only means to contact this company is via email as their phone number goes straight to voicemail. After 3 attempts of emailing, I finally received a response from someone by the name of ******************* apologized for the delay and requested a photo of the items I received. I provided the photo and again, requested instructions on how to return/process my refund. No response. I have followed up numerous times and have had no luck. Im out $235 and do not know what to do from here.

    Business Response

    Date: 01/21/2024

    We have been in contact with the customer for the entirety of their order. We sent the customer a return label on the 20th. The customer emailed us the tracking info for the return (as required) and we issued a refund on the 21st. This case is closed.

    Customer Answer

    Date: 01/21/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *********************************

     

  • Initial Complaint

    Date:12/01/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 11.13.23. Order # ****. I ordered 7 cushion covers that would fit based on their measurements provided on their website. I paid $145.74. I received the order on 11.28.23. They did not fit. I immediately sent them an email at the email address provided which is ******************* asking to return and get my $ back. It states on their site: Our return policy lasts 60 days beginning only when your package is delivered to your address.Return shipping cost is the responsibility of the buyer.We will accept any returns for all undamaged items within 60 days to guarantee customer expectations and ensure satisfaction of your purchases.We're confident our premium curated products selection will meet or exceed your expectations but if you want to make a return - please contact our support team at ********************************* and we will respond within 24 hours to assist with the process. Website states they will reply within 24 hours. I have yet to receive a response. I have tried calling numerous times at phone #'s provided. No one answers. Says to leave a message but the mailbox is full.

    Business Response

    Date: 12/11/2023

    This customer order has been handled through our customer service team. The customer has been refunded in full on December 11th. She kindly still returned the items back to us.

    Customer Answer

    Date: 12/11/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I have returned the items purchased and have received a refund.  This complaint can be closed.  Appreciate the help by all parties. 

    ***************************

     

  • Initial Complaint

    Date:11/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered these sofa covers and was not satisfied with them. I have made several attempts (5) to contact the company via email at their customer support e mail address with no response.I also called them at their number listed and sent a sms message. No rponse

    Business Response

    Date: 12/12/2023

    The customer has been refunded in full and they have kindly sent the package back to us. We strive to have exceptional customer service and are expanding our customer service team due to this dispute.

  • Initial Complaint

    Date:09/02/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with Zona on July 15, 2023 for sofa covers. The order number is **** and the total was for $68.97. The company is out of ***** but the customer service and returns are handled by Zona Home is **********, **. On July 29th I received an email from them stating my covers had shipped and they gave me the YungExpress tracking number which showed it actually shipped on July 23rd. On July 31st at 11:46am the product was delivered to me. On Aug 2nd I sent my first email to Zona Home to let them know that the sofa covers were to small and requested a return authorization number and address to return the product to. Advised them that the product is in the original packaging. On August 3 at 3:03 pm I received an email from ***** at Zona stating he received my request to return the sofa covers but wanted to know if I wanted to exchange them. On August 3 at 5:12 pm I answered his email and explained that I ordered the largest they had and they were still to small and so I just wanted to return them and requested again for a return authorization number and address to ship the product to. On August 4th I tried to call but the mailbox was full so I sent another email requesting a return authorization number and address to return the product and no response, Today, August 7th, I sent them another email and ask them to respond and advised them that if no response by noon Central Time, I was going to file a complaint with the BBB.

Zona Home is NOT a BBB Accredited Business.

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