Complaints

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:09/30/2024

  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.

  On September 13, 2024 I placed an order with ZenSupply for Pemko s88 Gasketing for $55.31. ZenSupply advertised they could ship it to my by September 19th. This was the only reason I chose ZenSupply over their many competitors. This was the earliest ship date. I stupidly paid via Venmo and ZenSupply took my money the same day. On September 16, 2024 I received an email from ZenSupply saying my order would be delayed a month as they were out of stock. The email said I would be notified "as soon as [ZenSupply has] a tracking number or confirmation of shipment." The email further stated, "Given the circumstances, we kindly request you to consider keeping your order on back-order with us." i.e. instead of canceling. I reordered from ****** and attempted to cancel with ZenSupply on September 23, 2024. ZenSupply customer support first said they would cancel. Then later that day said I would be charged a 40% restocking fee. Remember, they were OUT OF STOCK and had not filled my order or shipped anything. This is extremely unethical behavior. Further, had I paid with a credit card, I would not have been charged. As we all know, credit cards do not allow vendors to make charges until the item sold is shipped. Presumably to protect themselves from unethical behavior such as ZenSupply is engaging in. I was very vocal to the customer support person that this was unethical to charge a re-stocking fee, when no stock existed and no-stock had been un-stocked in the first place. I later received a voice mail from ZenSupply customer service saying I would not be charged a restocking fee and my order would be canceled. ZenSupply called me today. They did not cancel my order. They are sending it anyway. Further, they said after I receive the product I can call them back and request a shipping label to return the items, for a full refund.I want an immediate refund of $55.31, without having to interact further with ZenSupply. No returns to get my money. I canceled. Don't sent it.

  Business Response

  Date: 11/26/2024

  On September 13, 11:28PM we received an order for Pemko S88 Adhesive Perimeter Gasketing. 

  September 14, 12:58 PM, we tried to fulfill the order.

  September 16, 8:56AM, we sent a message to the customer about the updated estimated date of delivery (October 17) based on the date provided by the manufacturer.

  September 16, 1 PM, September 16 2:55PM and September 16 4:41PM, customer saw the email update and opened the email regarding the date of delivery. 

  September 23, 12:05PM, we received a missed call from the customer. 

  September 23 1:02 PM, Jayzon, one of the sales **** contacted the customer and was informed that he wants to cancel the order. 

  September 23 1:04 PM, Jayzon immediately sent a message to cancel the order due to lead time. 

  September 23 4:36PM, Pemko informed us that the order was completed and a 40% restocking fee would apply, which Jayzon promptly communicated to the customer. Jayzon repeatedly followed up on the cancellation request, and on the 30th, we were notified that the order had been shipped. Since the cancellation notice was provided too late, it was not approved, and we were charged the restocking fee.

  
  

  The time between when the order was processed and the cancellation request was made was too long. Typically, an order must be cancelled within ***** business hours to prevent the manufacturer from starting production on the item. This is why we inform customers about the cancellation timeline as soon as we receive an update from the manufacturer, allowing them ample time to decide whether to keep the order.

  The restocking fee is determined by the manufacturer, not ZenSupply, and for most special orders, it ranges from 40-45%, depending on the brand.

  The item ordered was a special order, and for such items, the restocking fee may be higher compared to items that are in stock at the factory. 

  As per Assa Abloy's policy, " In the event the scope, nature or extent of the work required to be undertaken by the Company to produce bespoke goods or services changes from what was reasonably understood by the Company at the time of accepting the relevant order, due to the actions or omissions of the Customer  (including, without limitation, as a result of the Customer not providing required specifications or other information in the prescribed form or within the required time frame, requesting special freight, provision of mock-up of goods, ordering special material, etc.), the Customer will be responsible for and pay for all extra costs and charges associated with the changes.  " 

   We completely understand the customer's concerns, and we genuinely tried our best to accommodate the request. We issued a full refund of $55.31 on November 21, and we ensured that no restocking fee was applied. The delay in processing the refund occurred because we had to wait for the returned items to be received by the manufacturer and their approval before we could finalize the refund. We truly appreciate the customers patience throughout this process.  

  We sincerely apologize for the delay and truly appreciate your understanding. Please rest assured that at ZenSupply, we are committed to doing our very best to ensure all our customers are satisfied. Your happiness is important to us, and we are dedicated to providing the best experience possible.

  Customer Answer

  Date: 12/10/2024

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

• Initial Complaint

  Date:06/03/2024

  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.

  Ordered a door handle. The key provided did not fit the lock sent. Attempted to seek resolution but was sent the wrong replacement part that didn't fit. Have attempted to communicate with the buisness multiple times to seek resolution but they have been unhelpful in providing a solution and have not sent the correct replacement part.

  Business Response

  Date: 06/21/2024

  Dear BBB Representative,
  

  We appreciate the opportunity to address the complaint filed by ***************************** regarding the defective lock cylinder. Below is a summary of the steps taken to resolve the issue:
  
  On 4/22/2024, **************** received the product, confirmed on 4/26/2024.
  On 5/7/2024, we received notification via email about the defective lock cylinder.
  On 5/9/2024, we promptly shipped a replacement cylinder with Tracking #: 729235776171.
  Upon ******************** report on 5/13/2024 that the replacement did not resolve the issue, we contacted ***** to request a complete replacement lock.
  An update was provided on 5/19/2024 via email to keep **************** informed of the order status.
  Despite attempts to contact **************** by phone on 5/21/2024 and 5/29/2024 (reaching voicemail on both occasions), we continued to provide updates via email, including on 5/30/2024.
  Finally, on 6/6/2024, we shipped a replacement lock with Tracking #: 275587450325.
  
  We have refunded the full amount to the customer on 6/21/2024.
  
  We understand the frustration caused by this issue and apologize for any inconvenience it may have caused ****************. We strive to provide excellent customer service and have taken all necessary steps to resolve this matter promptly.
  

  Regards, 
  
  --
  ***************************
  Accounts Payable Specialist
  P: ************
  E: *************************************
  ZenSupply Inc.
  **************** #***-96946
  ***************
  www.zensupply.com

  Customer Answer

  Date: 06/24/2024

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

• Initial Complaint

  Date:03/22/2024

  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.

  On 2/05/24 I purchased three lock sets from zensupply.com. I utilized their website interface to express the finishes desired. By email, they confirmed our order and said our shipment would arrive 2/19/24 due to a back log.On 2/20/24 we received an email saying our shipment was delayed. On 2/28/24 we received the shipment. One of the three locksets was delivered with the wrong finishes. On 2/29/24 I initiated a return of the lock set as directed by customer service over the phone. I was told the replacement would take 7-10 business days. On 2/29/24 I exchanged multiple emails with ***** S who asked me to clarify what I wanted. In multiple emails and over the phone I explained that I wanted exactly what I ordered. On 3/1/24 I received another email saying they were confused. I called to clarify and they said they initiated the new order through their warehouseOn 3/15/24 I called to check the status and was told that it was still pending. They promised a call back, but never did. On 3/21/24 I called and emailed requesting a refund On 3/22/24 I emailed again requesting a refund and was told by email that it would take 5-10 business days to advise the warehouse to cancel the replacement request and we will request for the return label and shipping label. This is completely unacceptable. I want my money back ASAP! They keep kicking the can down the road. They are demonstrating poor accountability and not providing what I paid for almost 8 weeks ago.

  Business Response

  Date: 04/10/2024

  Order #******
  Customers Name: ***************************
  Product Ordered:
  Emtek EMPowered Motorized Touchscreen Keypad Entry Set with Baden Grip
  Model: EMP1103-US19 (RH)
  QTY: 1
  Emtek EMPowered Motorized Touchscreen Keypad Entry Set with Baden Grip
  Model: EMP1103-US19 (LH)
  QTY: 2
  2/29/2024 - The customer called stated that they did not receive the correct color and handle they
  ordered. A replacement request has been arranged. However, the item is not in stock, the lead time
  was approximately 4-5 weeks.
  3/21/2024 The customer said they could no longer wait for the replacement and wanted a refund.
  ZenSupply sent return labels for them to send back the items they originally received.
  The customer returned 1 unit of the ************ (RH). ********************** refunded $803.24 on 4/8/2024:

• Initial Complaint

  Date:03/19/2024

  Type:Product 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.

  ZenSupply - the company I selected.

  Customer Answer

  Date: 03/19/2024

  March 14, 2024 Ordered door latch and deadbolt. Only received one side of deadbolt and one latch . Interior pack left hand -- this indicates the left hand is inside. Deadbolt keyed one side- no keyed side shipped. Called - wanted me to take picture and email only. Emailed several times. ***** replied - want to charge 25% restocking fee and deduct ***** shipping. The description is not accurate and misleading- who sells half a deadbolt and only a handle for one side of a door. You cannot use an item this way - it is incomplete. Business is not done this way other than by fraudulent companies. I want to return this item with them paying return shipping and a full refund. Otherwise it is a scam.

  Business Response

  Date: 04/10/2024

  Order #: 197743
  Customers Name: ***************************
  Product Purchased:
  Kwikset 966BL Balboa and Deadbolt Interior Pack - Left Handed - Deadbolt Keyed One Side - for Signature Series
  800 and 687 Handlesets
  Handing: Left Hand (LH)
  Finish: 625 Polished Chrome
  Communication History:
  3/15/2024 The customer called and said they received missing part. Its missing the exterior part.
  - We informed the customer that they ordered Interior only product as indicated in the
  description:
  Link: ****************************************************************************************************************************************************************
  - ZenSupply notified the customer and we sent Return Shipping Label since the
  customer said they want to return it.
  - ZenSupply refunded $63.77 on 3/18/2024 to the customer while waiting for them to
  return the product.