Customer Review

Reviewed in the United States on October 17, 2017
I was very leery about purchasing a mattress online, however after seeing a couple of reviews on Amazon I purchased a 12" zinus king size mattress. A big box shows up at the door and we did not wait to dispose of the old mattress and opening the new one at 7 am on a Friday. The mattress starts to gloriously unfold and to my surprise, the mattress isn't big enough. I panic, check my order and it says I ordered a king, check the inside of one of the boxes and nothing states the size of that thing, checked the other box and it says queen... at that point I have no bed since I throw the old mattress away, and I have a queen mattress growing on a brand new bed frame but it's not what I ordered. I contacted Amazon (which is where I purchased it from) and they are no help at all... they guy is like "well let's get you a full refund and I'll give you a discount on a new one, it will only take about two weeks to complete" what does that do for me? Nothing. And how was I supposed to return this queen mattress, when it's already unfolding? It came in a box, how do I fit it back in that box? Oh and I have no bed to sleep on! I panicked a little bit more, started sobbing and then I contacted Zinus via Facebook... Immediately received a call from a guy named Chris, he apologized for the whole thing and says "we are so sorry for this, we will send you a new king size mattress and you can keep the queen you received, we will cover the costs to make it an expedite shipping". Next thing I know after a couple of days I have a brand new king size mattress at my door. I put it on the bed, watch it magically grow and I can honestly say I can't be happier! Not only your product is amazing but your customer service was beyond great! Thank you Zinus for turning a crappy experience into something outstanding!
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5.0 out of 5 stars Amazing product and customer service
By Berta L. on October 17, 2017
I was very leery about purchasing a mattress online, however after seeing a couple of reviews on Amazon I purchased a 12" zinus king size mattress. A big box shows up at the door and we did not wait to dispose of the old mattress and opening the new one at 7 am on a Friday. The mattress starts to gloriously unfold and to my surprise, the mattress isn't big enough. I panic, check my order and it says I ordered a king, check the inside of one of the boxes and nothing states the size of that thing, checked the other box and it says queen... at that point I have no bed since I throw the old mattress away, and I have a queen mattress growing on a brand new bed frame but it's not what I ordered. I contacted Amazon (which is where I purchased it from) and they are no help at all... they guy is like "well let's get you a full refund and I'll give you a discount on a new one, it will only take about two weeks to complete" what does that do for me? Nothing. And how was I supposed to return this queen mattress, when it's already unfolding? It came in a box, how do I fit it back in that box? Oh and I have no bed to sleep on! I panicked a little bit more, started sobbing and then I contacted Zinus via Facebook... Immediately received a call from a guy named Chris, he apologized for the whole thing and says "we are so sorry for this, we will send you a new king size mattress and you can keep the queen you received, we will cover the costs to make it an expedite shipping". Next thing I know after a couple of days I have a brand new king size mattress at my door. I put it on the bed, watch it magically grow and I can honestly say I can't be happier! Not only your product is amazing but your customer service was beyond great! Thank you Zinus for turning a crappy experience into something outstanding!
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