Reviewer Photos & Videos
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.
- 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...
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.
Incredible Service & Products!
I have used Zanui for many years. The items I have purchased have been great from bed heads, bedside tables, lamps etc. Zanui is my go to homeware store and I have referred all family and friends over the years every time I have been complimented on the items I have purchased to design my home. One particular stand out is the outstanding service I received recently. I had a recent encounter with a lovely Sarah-Louise who was keen to help and very pleasant to deal with. Sarah-Louise is the perfect example of an employee that goes over and beyond.... She is the definition of truly understanding your customer & a fantastic representation of Zanui. I cannot thank her enough for her amazing efforts in assisting me & keeping me informed every step of the way. It is employees like Sarah-Louise that should be appreciated & recognised for their outstanding service. Looking forward to my next purchases with Zanui. Thank you again!
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
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.
Beautiful Products and Great Customer Care
I love Zanui! The products are beautiful and never disappoint. Zanui is my go to shop for decorating my home as there is plenty of variety and style. The decorating and styling tips are very helpful.
The customer care is excellent. The staff are lovely and friendly and always very helpful with any questions and after service support that is needed. Thank you Zanui!
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
Zanui Customer Service is Key
Zanui has an amazing range of products. Sadly my item arrived damaged but Lou in Customer Service was very helpful & promptly arranged a replacement for me. I’m very happy with my purchase & will be back!
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
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.
Best AU customer service
I contacted Zanui about a part which was broken which was supplied from a company in their marketplace. Zanui handled all communications with me and the seller quickly and effectively and were able to come to an agreeable outcome. They were responsive to all of my questions and clearly outlined the information required to process the request. This is the second dealing I have had with their customer service and both times they have been exemplary.
Excellent customer service
Excellent customer service, went above and beyond for me - we had a stool which unfortunately the leather bubbled. Without hesitation, a replacement was ordered for me. Highly recommend Zanui! Five stars
Bullsh!t communication and lost money
Order products, 2 damaged. Collection for return organised but they showed up three days late. The next day after product finally picked up I receive email saying no refunds/credits will be processed.
No product and no money was refunded, no store credit and no replacement. Now Im out of pocket and no one gives a sh!t.
Stirling ginger Jars
I purchased both the small and large sizes of this product. When I received the order the large jar was broken. I subsequently sent photos through the Customer Care Section and was extremely lucky to have Janice help me through the process. I received a replacement with no problems at all. Janice was so helpful and lovely. I am so happy with the service I received from Zanui and will definitely be purchasing more from them. The items I purchased are better than my expectations - beautiful product.
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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