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.
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.
- 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.
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...
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.
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.
More wrong/broken deliveries
First delivery of chairs - all wrong colour. Second delivery of media unit all broken. What are these people doing at the warehouses!? Took a day off to fit item, now wasted, should have just worked. Never again Zanui.
Bedframe broke twice in 3 years
The quality of this bedframe was awful. The side of the bed broke within the first 12 months because the screws holding it together aren’t big enough and the wood quality is cheap. The other side broke 2 years later (the wood snapped when I sat down on the mattress) which Zanui won’t replace because it is out of warranty.
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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