Complaints

This profile includes complaints for Zinus, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zinus, Inc.

  5731 Promontory Pkwy Tracy, CA 95377-9200

• 

  Zinus, Inc.

  San Ramon, CA 94583

• 

  Zinus, Inc.

  6111 Bollinger Canyon Rd San Ramon, CA 94583-5186

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.

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a king sized ZINUS SmartBase bed frame in May of 2022, the purchase comes with a "worry free" 5 year warranty, but in that time several of the supports have broken off making the bed unsafe. I have never used the bed improperly or exceeded the weight limit.Zinus is refusing to honor the warranty, continually asking for the proof of purchase, despite the fact that I have uploaded and annotated the invoice for them several times over (see attachments). In the process it has become clear to me that Zinus has no intention of working with their loyal customers and I am no requesting a full refund.

  Business Response

  Date: 07/21/2025

  Hello ***, 
  
  Thank you for your feedback and we're sorry to hear about your **************** experience. 
  
  Rest assured we are not refusing to honor any warranty claim, provided the item is still under Warranty.  We understand your concern and we apologize if there was any confusion with some of the requested information. It seems our team member was asking for an older type on Amazon invoice.  We have since reiterated your concern with our team.
  
  We'll go ahead and request a full refund to be mailed to your current address. May we request that you confirm the name as it appears on the check and the current, complete mailing address. Please note that since the refund will be processed and sent as a paper check, it may take up to 4 weeks to receive it. 
  
  Please reply to this message with the  name and address as it appears on the check. 
  
  
  Best,
  Zinus Inc.
  
  

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

   

  Please relay the following information to the company for them to process the refund:

  Name: ****** ***

  Mailing Address: **************************************

  
  

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought this mattresss Cali king and has been sunk. Despite having warranty and providing all information no resolution has been provided. Requesting full refund or exchange.

  Business Response

  Date: 07/14/2025

  Hello *****, 

  We're sorry to hear you're having issue with your Zinus mattress. 
  
  We have reviewed the interaction with our team member where we requested required information to proceed with your Warranty claim. 
  
  On the email we sent you on June 24, we have attached screenshots of sample pictures of the information needed, specifically the manufacturing law tags we require. While we received your reply, what we received is not the specific information we requested. Your request is still open in our system while we wait for the photos we previously requested. 
  
  For your reference, we have attached the same sample photos included in that email. 
  
  
  
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am requesting a full refund of the original purchase price without requiring a return of the bed frame. Zinus initially offered a prorated refund in exchange for a simple disposal photo, then reversed their position and demanded I return the entire item through FedEx.The bed is partially defective, has been in use for over a year, and is fully assembled returning it is not only burdensome but completely unreasonable for a refund that was supposed to be prorated to begin with.Due to this unprofessional handling, poor customer service, and shifting terms, I no longer have confidence in the brand or product. I cannot in good faith recommend this company to others. A full refund without return is the only fair and reasonable resolution at this point.

  Business Response

  Date: 07/14/2025

  Hello ******, 
  
  Thank you for your message and we're sorry to hear about the issue you're having with the slats on the Maddon bed frame. 
  
  We reviewed the conversation you had with our team,  and yes, per our Warranty Guideline if both the part and full unit is unavailable is to either return or dispose for a pro-rated refund.  While we normally would not let the frame be kept for refund purposes, we can accommodate your request to keep the frame and process the $102 pro-rated refund, however, we will have to void the Warranty for the item.  
  
  Much as we would like to send you the ****** board you requested, we do not have that item available to ship from our own warehouse. Some of our partner resellers, like ******* may have that item in stock. 
  
  Please don't hesitate to reply to this message for confirmation and we'll move forward with requesting the refund. 
  
  
  Thanks in advance,

  Zinus Inc.
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. as long as they provide the pro rated refund check as agreed-upon as stated upon above, thank you
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bedframe purchased on 9/5/24 broke after less than a year in service. Warranty claim filed for refund on 6/11/25. Pictures of broken leg (metal leg sheared off) causing one side of the bed to collapse and screen shot of the Amazon order sent. 2nd email request received, and more pictures sent to Zinus with another copy of the screen shot of the order. Received a request after 11:00 pm on Saturday 6/14/25 advising a PDF of the entire Amazon order was needed within 24 hrs or the Warranty claim would be closed. The full PDF invoice was provided on 6/15/25 at 7:58 pm. On 6/16/ ***** advised they did not receive the requested Invoice and had closed my Warranty claim. **Additionally, we did not exceed the weight limit. I weigh 110 pounds / Boyfriend is 190 pounds. Requesting Zinus honor their warranty and provide a refund. I do not want another poor quality bedframe from Zinus. Many pictures provided

  Business Response

  Date: 06/18/2025

  Hello *****, 
  
  We're sorry to hear that there was a miscommunication with the System-generated response. 
  
  We have reviewed the interactions you had with our team members as well as with our automated System replies. 
  
  It appears that two (2) email threads were opened during your interaction when you sent the requested invoice.  Since the request was for the same item, one of the email threads was closed after your request was transferred to a live agent.  
  
  We apologize if your request for a refund was met with a replacement offer.  *********** Warranty guideline states:
  
   " Your product will be replaced or you will receive a pro-rated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.  " 
  
  We ask that you dispose of the broken frame and send us a clear picture of the item being disposed of to initiate the refund process. 
  
  Thanks, and we look forward to resolving your concern. 
  
  
  Best, 
  Zinus Inc.
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 put in a warranty request and was approved. The mattress that they sent was damaged in transit I contacted the company and was told it was ok asking as it did not have holes in it. I provided more pictures I currently have no bed and will have to sleep on blow up mattress. I may have to buy one another mattress

  Business Response

  Date: 06/09/2025

  Hello Brookelynne, 
  
  We appreciate your feedback and are sorry to hear about your experience interacting with our team. 
  
  We reviewed the previous conversation on May 20, and one of our representatives requested photos of the damaged box and the mattress following our Warranty procedure. It was also stated in the same email that pictures must be sent to proceed with a warranty replacement request. 
  
  We sent an email on May 22 advising you that a replacement request will be submitted. A pre-paid return label was also attached to the email for the old mattress. As of today, we still have not received the old mattress you received on May 13. The same mattress. 
  
  We're sorry to know that you may have read the email differently as you replied with  " damaged mattress that you attempted have me keep." We sent you the email stating that a replacement will be requested, not having you keep the old mattress. 
  
  There is no action of fraud as you had claimed as we followed standard procedure for filing damaged items with our carrier, FedEx. 
  
  FedEx tracking ************ shows that the replacement mattress our representative advised you on May 21 was delivered to your address on May 29.
  
  FedEx link:  *****************************************************************************************
  
  We can offer a one-time 10% courtesy refund. We also sent you a follow-up email with more details regarding your compensation request. 
  
  We hope the information helps, Brookelynne, and we look forward to hearing back from you and resolving your concern. 
  
  
  Best, 
  Zinus Inc. 
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On November 25, 2019, I purchased a Zinus 12-inch Green Tea Cooling Gel Memory Foam Mattress (queen), FIBERGLASS FREE! Cooling gel foam, pressure relieving, certiPUR-US certified, Mattress in a box, White. In February 2025, the cover was removed for cleaning. At this time, it was noticeable that it had an abundance of fiberglass being exposed on the bed. The fiberglass covered the bed, distributing an excessive amount of small glowing fiber particles everywhere inside the residents, including clothing, appliances, furniture, bed sheets, the floor, and shoes, etc.... It has also contributed to sinus infections and headaches due to inhaling the small fiber particles. It has become a major hazard concern because it is not going away, contributing to additional expenses. I purchased this bed via ****** because of the marketing ad stating that it was fiberglass-free.

  Business Response

  Date: 06/06/2025

  Hello ********, 

  We're sorry to hear about your experience with one of our mattress. 
  
  We have reviewed your interactions with our team and we are still waiting for the requested mattress and care instruction photos.

  Our mattresses has Care instruction tag stating "Do Not Remove Cover". Based on the conversations, you did not inform us that the cover was removed, voiding the warranty per our Warranty Policy (************************************************************************************************************************* ) 
  
  We sent you a follow-up email regarding your request. Please do not hesitate to reply back as we are looking at options to assist you. 
  

  
  Best,

  Zinus Inc. 

  Customer Answer

  Date: 06/06/2025

  I am rejecting this response because: Zinus Furniture was aware of the fiberglass hazards and health issues with this mattress sold in 2019 (although the company claims there were no such conditions). Zinus Furniture and ****** continued to sale this hazardous mattress even after the fact. On **************************************************** by Zinus Furniture.  Zinus Furniture settled a lawsuit in *************************************************************** this lawsuit due to fiberglass, our family was not notified by the company that there was a health issue, nor had there been a recall on this mattress according to ******. There was no need for our family to research the mattress when we purchased it we had trust in Zinus Furniture that we were buying exactly what was mentioned on their marketing ad FIBERGLASS FREE (false advertisement and sale under false pretense). In 2025 5 years after purchasing this mattress in 2019 it was evident there was an issue after suffering rushes on our body. The mattress cover was removed to have it cleaned this is when it was discovered that the mattress we purchase from Zinus Furniture was covered with fiberglass which was being released onto the mattress cover where it than contaminated our residents with fiberglass particles including clothing, appliances, furniture, ceilings, floors and our health that included a trip to the doctor for sinus infections and headaches that still continue not knowing what the future holds for our health as the abundance of fiberglass was inhaled thru the lungs. Fiberglass partials still exists inside the residents contributing to additional expense by purchasing air humidifiers to help eliminate the fiberglass particles that continue to be embedded in the residents. The nerve of this company asking us to provided photos of the mattress since this is their portocal a reason they use not to honor the 10 year warranty if the mattress cover was removed. I will not be providing this company with any photos that show the mattress cover removed because there will be no resolution. We are requesting our money back as stated on the invoice with Amazon (Zinus Furniture has a copy of the  invoice dated November 25, 2019). Since it was a faulty product and they new about it this company needs to take responsibility and pay us back in good-faith ASAP so that we can purchase another mattress. 
  

  Business Response

  Date: 06/16/2025

  All our mattresses meet U.S. federal flammability standards. 
  
  Previously, Zinus used fiberglass as a fire safety material. Fiberglass has been used regularly by mattress manufacturers since 2007.  Today, newly manufactured Zinus mattresses use a carbon rayon sleeve to protect our customers in the unlikely event of a fire.
  
  The mattress cover is not meant to be removed, and doing so will damage this barrier and void the Warranty.  All mattresses have a Care Instructions tag with instructions to Spot Clean, Let Air Dry, and a warning against removing the cover.
  
  Despite the warning, Ms. ******* removed the cover and voided the warranty.  We are offering a courtesy pro-rated refund of $128 as a gesture. 

  Customer Answer

  Date: 06/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Considering the duress our family endured we will accept the goodwill gesture of $128. Mail the $128 to my home address. ****************************************************. The $128 shall not be used as a credit for Zinus Furniture or as a gift card or any other source only cash or check same as cash will be accepted. The sooner the better without further delay. For the record this acceptance is not because we agree that there was no fault from this company. 
  
  

• Initial Complaint

  Date:05/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 date : 4/20/25 delivered date : 04/29/25 price : $286.44 This business, Zinus didn't even contact me back about my complaint.1. I called them, left a voicemail.2. claimed the missing part section.3. emailed through the warranty ********** attachment is a manual for the bedframe with highlighted missing parts. 2 legs are missing by the manufacturerwhichreally needs it, the frame can not be used without it. Also it's unable to return because their package was not good, the boxes are already ripped hardly. +super heavy.

  Business Response

  Date: 06/06/2025

  Hello Jin, 

  We're sorry to hear about your experience with our product.  We reviewed the interaction and  per ***** tracking, it shows your order was successfully delivered. 
  
  Please let us know if you received the item and if you require further assistance. We'll be happy to further assist you. 
  
  

  Best,

  Zinus Inc. 

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchase the zinus sensation pressure relief 10 in queen matrress (type was mattress in a box) from ******* on may 4 2024 was delivered on may 06 2024 Purchase price with Ct tax was $180,53,Got hurt on the job so mattress was not open till march ************************************** bedroom till opened ,When i open there was a terrible smell and i started to itch,call zinus talked to **** on 04/0325 told me to give it 72 hrs for smell and itch to go away but to start a claim since it has a 10 year warranty after a week the smell is there and the support was terrible i would sink into the matttress like it was 20 years old.I took pictures like zinus wanted,I could not sleep on this after a week i put my old mattress back on.Zinus will not help me because i did not open this box within 72 hrs of receiving it,No where does it say this if you dont till open the box,But this mattress was in a box since made in march of 2023,(by tag on mattress)So i told *** at zinus it ok for zinus mattress to be in a box some where from march 2023 till i purchase it in may 2024.Zinus does not let buyer beware that this must be open within 72 hrs till you open box.But ok to be in storage for over a year in there box.*** from zinus customer service was not helpfull at all.And we had many email back and forth.If i was not honest with the date i open mattress was other reason would they have said to not honor warranty. Note the purchase person does not know the mattress should be opened within 72 hrs if they dont open the box and read the paperwork with mattress.But then if zinus require it to be open in 72 hrs these mattress should be made to order.Not sitting in storage somewhere !

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Clearly the most negative, albeit stressful situations I have had in a while. Ordered a full size 10" Zinus foam mattress. On the day it was delivered I paid a neighbor ***** to help me get in apartment and set up (I have mobility issues due to **** I gave the mattress 3 full days to inflate. What a joke!! I have pictures to prove it. Supposed to be 10" all around...not even close. 4" on one side maybe 6" on the other side and the mattress looks like someone took a steamroller over it because it is lumpy. This bed was used before it came to me no doubt in my mind. I initiated a return with *******. ******* pickup service took over (*** is company name). Representative from *** stated I have to take mattress OUTSIDE of the apartment for them to pickup. 2 things; one, I have to pay another ***** for assistance to drag this mattress outside, and two, if this mattress is taken it is EFW that will be in the hook!All of this for a DEFECTIVE mattress that you all sent me. Shame on you!

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My box spring broke due for no reason. It was probably built and pieces have just broken off. Almost hurting me in my sleep. *** submitted tickets to this company and have been completely ignored after stating why I was contacting them. This is a scam company who disappears when youre trying to find a resolution