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Zanui
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EliseSydney, NSW
- 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...
Read more 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.2 comments
Order number 205772172
I asked to speak to a senior manager twice and was both times ignored. I appreciate the offer for resolution here, but find it disappointing that it is so quick when on a publi...
Read morec forum, but not when dealing with customers behind the scenes.Jason P.Sydney, NSW
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.
1 comment
Zanui A.Zanui
Hello Jason, we really appreciate your feedback regarding your recent Zanui Experience! Sorry to hear your item arrived faulty however so glad to hear we were able to resolve this for you. We hope to ...
Read moresee you back shopping with us again in the near future! Warm wishes, Zanui TeamOther Furniture Shops
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4.9(434)1f1v38Metropolitan Adelaide, SA
Horrible misleading service
Frame was for certificate double checked sizes before spending the money received wrong item laughable how tiny the frame was
1 comment
Zanui A.Zanui
Hi there, we're so sorry to hear that you had such a poor experience with us. Sorry for any confusion here, I have taken a look and can see the item you ordered was not for an A4 frame. The dimensions...
Read more we list online for this item are Photo Size: 4x6" (10.2W x 15.2H cm) and the item you have received is correct as ordered. We do however have a free change of mind return for all parcel sized items and we have sent you a link to proceed with your return. Should you have any further questions please just reply to our most recent email and we can certainly assist you further! Warmest Regards, Zanui Customer Care Team
Find out how Zanui compares to other Furniture Shops
Know better, choose better.
- Verified customer
Scam Site
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.
1 comment
Zanui A.Zanui
Hi DaAn, we're so sorry to hear this, please know that we provide full protection if an item arrives damaged. We're so sorry to see that you had such a poor experience with us and would be really inte...
Read morerested in investigating this further. When you get a chance, please could you send us a private message or send us an email to customer@zanui.com.au ATTN ‘Ann’ with your order details so we can investigate this further? Hope to hear from you soon and apologies again for the disappointment caused! Warmest Regards, Zanui Customer Care TeamAReteGreater Melbourne (Inner), VIC
Poor quality product and no help from Zanui
Purchased a cream jute rug only 3 months ago. Website states 12 month warranty which was peace of mind (false advertising!!) I must mention the rug came with no care instructions. Within weeks the cream rug has changed colour and is brown! This was no fault of my own. And Zanui customer service don’t wanna know about it.
I’ve have said it all and their response is “sweaty feet” “warranty doesn’t exist” “humid weather”. I live in Melbourne so humidity really? And my rugs in a dining room so maybe walked on 2 or 3 times! And you advertise a war...
1 comment
Zanui A.Zanui
Hi ARete, we're so sorry to see that you had such a poor experience with us and would be really interested in investigating this further. When you get a chance, please could you send us a private mess...
Read moreage or send us an email to customer@zanui.com.au with your order details so we can investigate this further? Hope to hear from you soon and apologies again for the disappointment caused! Warmest Regards, Zanui Customer Care TeamNatGreater Melbourne (Metropolitan), VIC
- 2 reviews
- 1 like
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
1 comment
Zanui A.Zanui
Hello Nat, thank you very much for sharing your feedback. We’re very sorry to hear that there was an issue with your order originally but extremely pleased to hear the issue was resolved promptly and ...
Read morethat you had a good experience with Neeve from our small customer care team here at Zanui. I will be sure to pass your kind comments to the team as I know they’ll be absolutely delighted too! Thanks again for taking the time to share your kind review. We really appreciate it! Warm Wishes, Zanui Customer Care TeamChuck D
- 2 reviews
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.
1 comment
Zanui A.Zanui
Hi there Chuck, thank you so much for your wonderful review! We're very sorry to hear you were unhappy with the quality of an item but we're are very pleased to hear you had a 5-star experience with S...
Read morearah-Louise from our care team, we will be sure to pass your feedback on as we know she will be delighted too. Thanks again and have a lovely weekend. Best, ZanuiLisa
- 2 reviews
- 3 likes
- Verified customer
Low quality furniture, awful customer service
Their website gives a really good impression and delivery took only 4 days. However, the quality of the furniture we’ve received is shocking for a 700 set of table with 2 chairs. The table has multiple markings and was damaged, in of 5e chairs was made from a rotten wood. A week after contacting customer service nothing is solved, even though they promised to reply within 1-2 business days. What are you supposed to do with the oversized packaging, taking half of the room in the meantime?
2 comments
Zanui A.Zanui
Hi there Lisa, we're so sorry to see that you had such a poor experience with us. I spoke with Gemma from our Care team who advised the unfortunate damage to your set was initially reported to us on S...
Read moreaturday 24th, a response was sent to you on Monday 26th and again on Tuesday 27th providing you with multiple options as to how we can resolve this for you. Sadly, our care team are yet to receive a response from you. When you get a chance, please can you pop us a reply so we can get this resolved for you asap? Looking forward to your response! Warm wishes, ZanuiThanks for getting back to me.
Unfortunately, I didn’t received the email on Tuesday the 27th. Could you please resend the options to me? It’s been a stressful week not knowing what to do with the furniture we’ve already assembled
Questions & Answers
Danielleasked
Hi i am trying to purchase the rocking scooter and cant select which i would like or add to cart? HELP
1 answer
Zanui A.Zanui
Hello,
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?
Kind regards,
Zanui Customer Care Team
Cazzaasked
Just wondering how long it takes for an item to be dispatched from Auburn to Adelaide in South Australia?
No answers
Isabelle Buttaasked
Is there anyone that can come out and put wall unit together for me please?
No answers
Details
| Category | Online Shops and Furniture Shops |
|---|---|
| Type of Furniture Offered | Bedroom, Dining, Living, Mattresses and Sofas |
Visit official website
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Zanui A.Zanui
Hello Elise, we're extremely sorry to hear this. Please could you reply with the order number so we can escalate this to our second-level support team and ensure a resolution is provided for you promptly? Regards, Zanui