Reviewer Photos & Videos
- Verified customer
Unprofessional - does not take responsibility for supplier faults
We ordered the Pamela Coffee Table, a circular wooden top placed on top of an iron base. It arrived faulty, with the wooden top is unevenly assembled, sticking out 4cm on one side and 5.5cm on the other side.
When contacting Zanui to not even get a refund but ask for another table of correct quality (where all they would have to do is cover the shipping), their response was that the product was as advertised on their website and that the supplier response was that it was a “rustic design” meaning they would therefore always be different. This...is of course true for wood colours etc but should never be related to the quality of the assembly and something as straight forward as placing a circular table top centred on top of its base. At this stage we have had 8 emails back and forth where they keep writing it off as “how the product is meant to be” and sending template customer service answers. In my latest email I asked to speak to senior management in order to understand whether this really was Zanui’s stance on not taking responsibility when their supplier provides faulty products. I was given yet another customer service template response where they said they would “check with their supplier” for the third time when we already know that the supplier is not taking responsibility. And Zanui is not looking to take any responsibility as the drop shipper company. Still have no resolution to this. They are making extremely poor business decisions on their end to not be willing to cover something as small as shipping to do the right thing as a company and to keep loyal consumers. I was happy with other products I had received that matched the description, but unless this gets resolved soon, I will never shop with them again and certainly not recommend them.
great customer service
There's always a chance that online orders can go wrong. I've had a couple of issues with delivery of items such as a broken item with one delivery and missing parts with another delivery but one thing I can say is that the customer care service department is always on the ball and look after their customers if there are any problems. Both issues were settled and resolved very quickly and to my satisfaction. Thank you to both ladies who handled both cases. Thanks to Sarah-Louise for her latest efforts in resolving my issue.
Great customer service
The website was simple to use. Assembly instructions easy to follow. Although there’s was a defect in the product, the faulty part was replaced without any problem. Very helpful customer service from Mike.
- Verified customer
Replaced faulty lamp. Good Customer Service
Ordered several items plus a floor lamp from Zanui. This company was the only company I could find in Australia that stocked a 2 headed fully adjustable, tall floor lamp with independent switches for each lamp head. The price was reasonable. It arrived promptly, however did not work. Very disappointing. I contacted Customer Service via email and Josie replied promptly, requesting a video of the lamp not working. I sent this off straight away and Josie again followed up promptly with an email and passed on my issue to the supplier. Josie again k...ept in contact 2 days later to let me know I hadn't been forgotten. The response from the supplier took 5 days (though 2 of these days were the weekend). I thought this a bit slow considering the issue was pretty straight forward. After 5 days I emailed Josie for an update and she emailed me back that day with a response from the supplier. A refund or replacement was offered. I took the replacement option and quickly arranged with Josie a courier pickup which happened the next day. The replacement lamp arrived 2 days later. Josie kept in contact via email to ensure the lamp arrived and that I was satisfied. Overall the service from Customer Service was very good, it was just the suppplier letting the side down a bit with their slow response to my problem. The new lamp is good and exactly what I wanted to replace the old one. The other items (mattress topper and tea towels were also good and reasonable price on sale).
Hand painted coasters - 5 of the 8 arrived broken!
Ordered as Christmas present so hugely disappointing to open Christmas morning to 5 of the 8 broken! They appear to have been packed broken making matters worse. I sent off photos of damage and have not had a word back.
Excellent Customer Service
I recently purchased a oil and vinegar set, unfortunately there was a manufacturing fault in the ceramic, I contacted customer service by email, within days the issue was resolved with a replacement on the way. Very impressive at how quick I received a resolution especially during this busy period. Great Work Zanui.
Disappointed after waiting 2 weeks for delivery.
Zanui sent me the wrong item which took 2 weeks to arrive via Hunter Express. (notoriously bad courier, read reviews on them) Contacted overseas call centre and was required to send photos as proof of error. . Any company using overseas call centres ring alarm bells to me. Thus far I cannot recommend this company.
It took 3 days to reply to me. Then another 4 days to organise a pick up from Hunter Express. (notoriously bad courier, read reviews on them), that was after asking Hunter to pick the item up over 2 days as they couldn't be bother...
- Verified customer
Sent me a broken bed, with clear box damage and bent metal, refused to do anything about it, and told me to file a claim with the ombudsman instead. Do not order from this site, ever.
I purchased a 'Zine' Coffee table in October 2019 which I was originally very happy with - stylish product at a reasonable price ($529 delivered). However, the table collapsed while I was watching TV one night - I was not touching it, it simply collapsed. On closer inspection it seems the base of the table is quite cheaply made where the legs join (thin MDF) and susceptible to weaken with limited movement (e.g. to occasionally move to vacuum underneath).
I contacted Zanui and made a warranty claim, which was rejected on the completely fabrica...ted claim that I have "misused" the table and placed it under "significant stress" (I note that Zanui have not provided any indication of what "misuse" would entail, nor the "stress" the table can handle). The table has sat stationary in my lounge-room for 10 months - if this constitutes "misuse", then the warranty should be honoured on the basis the product is of low quality and sold with no warning that it is susceptible to collapse if it is ever moved. This matter is with the Office of Fair Trading, but in the mean time I wanted to warn people of the false accusations Zanui are making to avoid warranty claims.
Great Customer Service
I ordered a large item which was damaged in transit. Their online returns process was easy to follow and although during these busy times it did take a few days to hear back from them. I was offered a refund, replacement or a partial refund if I kept the item, which I thought was more than anyone could ask for.
As the item was badly damaged I asked for a replacement, despite lengthy delays with the transit company Zanui's customer service (Ann) always followed up quickly and the positive nature of their communication helped resolve a challenging exchange.
Great customer service - well done Zanui, I'll shop with you again
Outstanding customer service from Lou!
Unfortunately a dining table I purchased was faulty and it needed to be returned. I kept thinking how difficult it would be to try and send back as it couldn't just be dropped back to the store and I nearly didn't bother, however I am so glad that I got in touch with Zanui and had the pleasure of speaking with Lou.
She made the entire process really easy, emailing back and forth with the supplier and myself and keeping me in the loop the whole time, even emailing every few days just to touch base that she was still following up the warranty c...laim. Lou was able to organise a courier to come and pick up the table from my house and after the supplier had reviewed what was wrong I was able to get a refund too! She is an absolute legend and because of such a great experience I will continue to purchase from Zanui :)
Exceptional customer service
I've been very happy with all of my purchases from Zanui. When I had a faulty item and contacted customer service, Sarah-Louise was friendly and helpful, guiding me through the returns process. She made the experience easy and resolved all my issues/queries quickly. An absolute pleasure to deal with and made me confident and happy to continue shopping with Zanui. 5 stars!
Excellent customer service
Received my item but sadly it cracked in transit. The customer service team handled my issue promptly and kindly replaced my item. I received it within just a few days, I’m very impressed.
EXCELLENT CUSTOMER SERVICE
Product was easy to find and there was a significant amount of items to choose from
Unfortunately, on this occasion the product was not what i expected however, my return and refund whens very smoothly and was very prompt
The customer service lady Neeve was absolutely fantastic, curious, patient and obliging what a marvel in these times to find a happy and proactive CS person
Hats off to you
We ordered furniture online after a long and very informative chat with an employee Lou. Had to return and item and Lou couldnt have been more helpful, efficient and obliging. What a please to deal with and a credit to Zanui she is. Thank you Lou
Great products and service
We recently ordered some bar stools from Zanui after checking on line and finding the perfect items for our needs. We were very happy with the quick delivery and the quality of the products. After I had assembled them (good instructions and simple to put together) I noted a small issue on one of the stools so emailed customer service. Got a very quick and positive response from Lou who followed through on this and offered several options as a solution to the problem. Definitely could not fault the help given and would recommend them based on this experience and the quality of the stools compared to other website purchases which have not been as satisfying.
Great product and amazing customer service
Great product and when I had to contact the customer service staff to gain proof or purchase, the team were beyond helpful and responded so quickly. Really impressed. Great customer service Zanui
Great customer service
Thank you to Sarah-Louise at Zanui for excellent service, organising a full refund when I was not happy with the quality of the delivered product. She responded to my feedback quickly and efficiently. I will definitely shop at Zanui again.
Really poor product
We purchased a coffee table which began to crumble after a month of ‘misuse’ we were told (it was only ever used for coffee table items such as cups/plates). No refund given. Really poor product and very disappointed with the outcome. Would not purchase from this company or recommend again.
Questions & Answers
Hi i am trying to purchase the rocking scooter and cant select which i would like or add to cart? HELP
So sorry to hear this! Could you please provide the full name or SKU of the item you are looking to purchase and I will ensure this is fixed as soon as possible?
Zanui Customer Care Team
Just wondering how long it takes for an item to be dispatched from Auburn to Adelaide in South Australia?
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