Exceptional service and support – The switch on a lamp I purchased (in February) stopped working and Carla in the service department was exceptionally helpful and efficient in dealing with resolving the issue. She kept me well informed and up to date with the status of the case. In no time at all the problem was resolved and a new lamp base was delivered and I couldn't be happier. Thank you Carla and Zanui for such an excellent and positive experience.
Never again! – Ordered carpet in Oct. Now Dec. Order acknowledged but not one piece of information about delivery received and no delivery. Surprise surprise all links to Zanui info have been and are dead and the site is removed. A change of ownership is no excuse for slack supply chain performance. Bought thousands of $ with Zanui so far but no more and I… Read more
advise you to also search out alternatives.
Now, there's no way to contact the company, the website is removed. No email or contact link, nothing!
This is is a scammer business and with new owners will get doubtlessly get worse.
Says delays up to 10 days because I'm remote(ish) but that was more than a month ago.
A company's internal dynamic is irrelevant to purchasers. Raise a ruckus and vote with your $$$ … go somewhere else.
Simple!
** BROKEN POT PLANT REFUSED REPLACEMENT / REFUND ** – I recently had an incredibly frustrating and unacceptable experience with Zanui when attempting to resolve an issue with a broken pot plant that was delivered to me. Despite promptly reaching out to their staff via email, the response I received was far from satisfactory. Initially, I was informed that additional photos, including those of the… Read more
outer carton, were required to process my claim. However, I fail to comprehend why such evidence is necessary when the photos clearly depict the broken pot plant itself. The images, which I have provided for reference, unequivocally demonstrate that the pot plant arrived in a damaged state, enclosed within its outer carton. Despite this irrefutable evidence, Zanui's staff have shockingly refused to offer a replacement or refund.
I find this response from Zanui to be utterly unreasonable and completely unacceptable. By demanding further evidence beyond what is already evident in the provided images, Zanui is needlessly prolonging the resolution process and causing unnecessary inconvenience to customers. As a consumer, I expect a company to demonstrate a level of trust and understanding when confronted with such clear evidence of a damaged product.
Regrettably, despite complying with their requests and providing the required images, I am still waiting for a satisfactory resolution from Zanui. This prolonged delay and their failure to take appropriate action is deeply disappointing and further highlights their disregard for customer satisfaction.
In conclusion, my experience with Zanui has been marked by an unacceptable level of customer service and an unreasonable refund policy. Their insistence on additional evidence, despite clear and conclusive proof of the damage, is both illogical and frustrating. I strongly urge others to reconsider engaging with Zanui, as their lack of accountability and failure to rectify their mistakes is indicative of a company that does not prioritize customer satisfaction.
Reviews with attachments
- +1
Refund – I needed to arrange a refund, It was a little complicated and I was a little overwhelmed as it took some time as I had to take photos of the products and boxes but Mike made it simple and clear and was patient with every step of the process. Going through the chat was very helpful. Show reply
DO NOT BUY FROM ZANUI - Stinking Mikaela Wool and Jute Rug! – My rug arrived one week ago and when I unrolled it from the packaging I first thought there must be 10 dead rats inside because of the foul smell. I emailed the company but didn't hear back at all. I had it on my floor for that one night and it smelled so disgusting that I had to roll it up and put it downstairs and scrub the floor where it had… Read more
been to remove the foul smell from my floor. It stunk out the whole house. It honestly smells like raw sewerage! So the next night it was in a downstairs area stinking out that floor. I couldn't stand the disgusting smell so I rang Zanui and the customer service girl was quite rude and told me that she had just answered my email. I still haven't received that email and she said it was probably because my email address is a bigpond email (they honestly think you are stupid!) This girl/woman told me to hang it outside and air it in the sun but do not have the right side of the rug facing up to the sun. I have had to drag this rug (by myself) outside to hang over the verandah rail so that the sun does not shine on the right side of it (insert eye roll). This rug cost me over $500 and it has been "airing" outside for 7 days now and it still smells like actual crap! .... and Zanui won't do anything about it. Please do not purchase from this company! I saw another reviewer was reporting them to the ACCC and I am going to do the same.
HI Deb, thanks for taking the time to provide us with some… Read more (+4 replies)
Box damaged and mould ( Harper bench ) – Delivered to my door like this and mouldy! This is what you get for $900
Hi Smith, we are terribly sorry to see this, please send us… Read more
In-depth reviews
Lovely products, fast shipping and great customer service – We have recently purchased a few furniture items from Zanui over a couple of weekends (Dover bedside tables plus the Aubusson cane trunk and baskets) and they shipped very quickly. We received all items within a week of ordering on both occasions and we live in a regional town. The description and photos were accurate and we are really happy with… Read more · 1
the items. We did have an issue with one of the cane items as it was not packed properly and small parts were damaged upon arrival. I had taken photos of the items on arrival and then when unboxed to clearly show the damage. I sent the photos through and the Zanui customer service team replied to my concerns straight away. They offered either a partial refund or to replace/return the item. Normally if a product is damaged we would seek to have it replaced but in this case, we opted for the partial refund and it was processed literally straight away by Zanui.
We would definitely order from Zanui again. They have a great range of items at varying price points which are not available to us locally. The customer service was excellent and they dealt with our concerns really promptly.
Shocking experience – I have reported them to the ACCC: On Monday 26th Sept I ordered an almost $700 rug. On Tuesday 27th I received an email to advise my order had been shipped, on Wednesday 28th I called Zanui to ask when my order should be expected, they advised delivery would be on Friday 30th. This morning I checked online and their courier company Hunter Express… Read more
(go and read their woeful company reviews on Google Reviews or Product Reviews with an average rating of 1!) has a status of card left, no card was left, no buzz on my intercom, no email, nothing no contact!
I then attempted to call Hunter Express 4 times, to offer to go pick up the rug myself, seems simple given its sat at the depot!
No one answers the calls, nothing!
Went back to Zanui and spoke with a gentleman by the name of [Name Removed] and explained I was becoming increasingly irritated with this process, he advised he would contact them and "get back to me" when and when could I expect my rug, he was professional but clearly well versed in Zanui's now underhand business approach, and followed up with an email stating I could expect a response in 3-5 business days.
I called back and said I can see where this is going, much like the other Zanui and Hunter Express customer reviews, and would be a 3 week process, whilst someone is making interest off my money, not happening!
Called back again and I said [Name Removed] I want a refund, told me that couldn't happen until the item was back with them, well its with their courier so legally I haven't received the goods!
I then get an email some 5 hours later from someone called [Name Removed], stating that they were "sorry" however if I wanted a refund it would be processed as a "change of mind" and I would be charged 5% - at this point the words con, unprofessional, rort and underhand spring to mind!
I went back to [Name Removed] and said no you are not charging me for you and your couriers failure to complete your business transaction, arrange re-delivery.
I am escalating the matter to the ACCC because looking on Hunter Express and Zanui's google and product reviews its clear they need to be held accountable for their business ethics.
4th Oct Update: Despite receiving an update from customer service last Friday that the delivery… Read more
Good customer service / Some disappointment with product – Straightforward, swift and attentive service from Carla, when I has faced with difficulties (no instruction manual included). Thank you, Carla. As for the product itself: - missing assembly instruction manual; - 6 missing wholes for the 6 bolts that will fix the two outer side oak frames to the cabinet itself; it only became clear that this was… Read more · 1
manufacturing error once I was able to access an assembly manual the next day, which, as per above, was not included.
- advertised as "space for up to 12 pairs of shoes": well, the design privileges form over function. A man's social or tennis pair of shoes, size 9 (Australia), will hit a part of the cabinet that shouldn't be there, preventing its closure. So after fiddling with it you can get no more than 6-8 pairs - which is very far away from 12; it fits less pairs than my cabinet (same-size-different-design) that needed to be replaced. So quite disappointing in terms of its intended usage, albeit of nice appearance.
Positive reviews
Great Directors chairs, amazing service – Love the directors chairs i purchased, perfect for our situation. Had a small problem with one chair and Carla was amazing organizing a replacement straight away and was shipped same day. Very happy customer Show reply
FANTASTIC CUSTOMER SERVICE – Isaac from Zanui Customer Service resolved my problem quickly and efficiently and was absolutely lovely as well. Great work Isaac!! Show reply
Great customer service – I had to change an order from standard shipping to express shipping. The issue was resolved quickly over Chat. I'm really happy with the service given. Thank you! Show reply
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Negative reviews
They lied about the delivery time – I will NEVER use this company again. Before making my order I speicfically emailed to ask the delivery time - I was ordering a mattress because I just moved to Australia. They said the delivery will take maximum 7 business days. It's been 2 weeks since I made my order and I still haven't received it. They won't let me refund and so I've been… Read more
sleeping on my floor since I can't get a refund to buy a new one elsewhere.
They then told me the expected delivery time is another 5-15 business days so overall the wait time is minimum 3 weeks not 7 business days as the initially told me. If I had known this I wouldn't have ordered!
They haven't offered any support such as a refund, discount, or faster delivery.
Hi Amy, thank you for taking the time to provide feedback.… Read more
Very long delivery time – I ordered two items in mid Nov 22. we live in Darwin and I expect delivery time to be a bit longer. 1 item arrived four weeks later, the 2nd item took over two months, which is very disappointing
Hi Angela, thank you for taking the time to provide… Read more
Worst company! Do not buy from them – Zanui is the worst company i have ever dealt with! I bought multiple items from them but it has been more than two weeks now and not all items were delivered yet. i requested delivery at my front door and they directed it to the nearest depot. Then another issue: on the second batch of delivery— one item was missing. Poor customer service. I will… Read more
never recommend to use their company. Customer service advised me that they care if I raise any issues to consumer’s affairs.
Hi there, thank you for taking the time to provide… Read more
Recent reviews
Replacement of defective product – Was disappointed with the initial order arriving damaged having obviously been dropped hard. Very grateful for Carla's dedication and persistence in organising a replacement. She did well. Show reply
Very good – First time user of Zanui Furniture. Bought two lovely bedside tables, perfectly matched to my bedroom decor, for an outstanding price. Had some delivery issues, all thanks to their couriers, Couriers Please. The team at Zanui got on to it right away and the second bedside table was delivered the next day. A very good all round Australian online flat pack furniture company. Very descent quality furniture and great service. Thanks Zanui. Show reply
Delivery issue – Carla was wonderful with assisting me with my delivery issue, she followed up on my request. I am pleased with the service I received. Thank you Carla - your a star. Show reply
Excellent Customer Care – When an item arrived broken Carla and the Customer Care Team provided excellent service in arranging a replacement. The response was prompt, communication positive and polite, resolution uncomplicated. I will buy from Zanui again with confidence gained from this experience. Show reply
Excellent customer service – Thanks Rodelyn for prompt & efficient customer service to my online query regarding an out of stock item. I appreciated the fact that Rodelyn stayed in touch & kept me updated on my query. Really impressive customer service - Thanks Show reply
Great Customer Service – I recently had an short supply issue with a delivery. I contacted Zanui by phone and received immediate assistance. They were very helpful and prompt with their replys. They resolved my issue to my complete satisfaction. Carla in Customer Service was excellent. Well done Zanui. Show reply
Find out how Zanui compares to other Furniture Shops
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Product and service review – The product was of high quality and the customer support I received from Leslie was amazing. Quick concise responses to my queries, with solutions provided, thank you so much. Show reply
5 stars for customer service!! – I am yet to receive my item but based off my experience over the phone with customer service I am happy to have had an easy carefree experience! I was having some trouble with gift cards and this was sorted quickly and my issue felt important, I was listened to and within a couple of hours I was able to use my gift card. Hooray. 5 stars!! Show reply
Good customer service – I received the wrong item, this was rectified and staff maintained contact throughout Good service shows not only when it is good but also in how things are resolved when there is an issue Thankyou Show reply
Superb customer service! – I bought a clock back in 2020 and now, 2023, it had been stalling. Since it had a 5-year warranty I raised my concern to their customer service. Monica immediately acted on it and was issued a store voucher. She’s a great agent and a lovely person! =) Show reply
good support for broken product – We had a problem with a product and were very disappointed. However, Carla helped us in a quick and efficient way. She went out of her way to get our product replaced and kept in touch about progress. Thank you very much Carla for turning around a negative experience into a positive one. You have reestablished our trust in the company Show reply
Product Enquiry – I had purchased two chairs and wanted to purchase two more but there was no more in stock. Carla made enquiries for me and kept in touch with me daily until she had an answer. I was very impressed. Show reply
The Service I Received on a Sunday Afternoon Was Fantastic & Everything was done in a Incredibly Timely Fashion – I wanted to let your company know how professional, polite & knowledgeable Leslie was. She was absolutely wonderful and if more people were like this the world would be a much more efficient and better place! I hope the company recognises Leslie as a very valuable member of the team and that you reward her performance. Show reply
Amazing customer service – This was was second time purchasing from Zanui and again the customer service could not be faulted. Thank you Josie for assisting me with my recent purchase. I will definitely be purchasing again! Show reply
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Hi Sunny, thanks for taking the time to provide us with… Read more (+1 reply)