Reviewer Photos & Videos
Disappointed with product but service received was excellent.
The product was very easy to find on the website however when they arrived we were quite disappointed with the quality. One item was completely smashed and I do not blame Zanui for this. In addition there was a stain in the wood for something that would have been on display in our house. The product was made of wood and the second item had been built badly and was completely slanted. When Zanui was contacted I could not fault their level of service and they offered to replace both products. The sales person was very polite and professional. I ...am yet to receive the replacement and I am unable to track it as it is a replacement and this service is not available in these cases. I am hopeful that they will arrive soon and trust they won't arrive broken.
- Verified customer
A few hick-ups
Not happy about the wait time considering dispatch times on the website are very misleading (having to wait for much longer than shown). However, the customer service team did help follow up. Still waiting on some items and will post an update once on the quality of the products and final delivery times.
- Verified customer
Initially, this was a 1-star review. However, the past couple of weeks dealing with the Customer Service team and I've been turned. The delivery times are skewed (expect to wait longer than the time listed) but the customer service team has been there when things went wrong and stuck to their word. I would use the platform again.
I ordered a rug. They sent,me the wrong rug, a totally different rug that I didn't order or want. I told them about it and that they can't hold my money when they can't provide me the item I ordered. They refuse to refund my money, holding it until they are good and ready to collect their rug I never ordered. It's unethical and against consumer law which I pointed out to them but they refuse to budge. I will never use them again, there are loads of better online stores that aren't unethical to deal with.
BEWARE - NOT ASSEMBLED.
Looks nice but description shows stools are assembled. They come in a flat pack and difficult to connect foot rest if one person is trying to assemble. Have brought this to attention of Zanui and two weeks later, description still shows "Assembled". Misleading to keep this inaccurate description on website.
It's difficult to rate a product if all parts are not delivered.
I purchased 4 chairs and received two deliveries; the first was fine the second did not have all components. Zanui have failed to supply the parts and are not replying to emails. Next step Consumer Affairs.
The actual product arrived with a large scratch across the top of the table and damage to the epoxy resin. When constructed, the legs don't align with the top which is dangerous. Two weeks later, still waiting for a response from Zanui.
Very good Wool Quilt, but too warm
Wool quilt excellent quality, but it was for winter. In "Zanui" description it was said that this product good for summer and winter. Only when I received quilt I saw that it has 500gr wool and it for winter. It's too warm for me, it's why I gave 4 stars not 5stars. My advice be more precise in information
Damaged second hand table
This table arrived damaged and broken, with packing disturbed and polystyrene packing all broken. I discovered a previous label on box so table had already previously been sent to someone in Sydney, who obviously had returned it. I contacted Zanui with photos of table and they agreed to refund me full purchase price. It was all lot hassle and wouldn't recommend the retailer to anyone.
- 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.
Great products and excellent customer service
Webstore is easy to navigate. I was able to return a product that didn't suit, without a hassle. Best part is the great customer service and their capacity to give frequent updates on progress.
Worst customer service ever. Do not trust them. They are horrible. Shop somewhere else it’s not worth it.
Worst business I have ever purchased from. They will even sell things you have purchased that were promised to you, so don’t trust them. Their website needs to be fixed. It’s ridiculous how it automatically resells your purchased products even when you have purchased it. Disgusting to sell a product to someone else when I had already purchased it first and they knew I was buying it but didn’t care less. Didn’t even try and fix the issues too. Never shop there again.
My floor lamp arrived a week later than expected, and when I opened it I found the timber base was cracked rendering the lamp useless. While I understand this can happen in transit, I'm pretty certain the lamp had been previously returned by someone else and Zanui had attempted to disguise the damage - before reselling the lamp to me for full price! (It was pretty obvious someone had tried to repair the crack with glue, and I could see the remnants of a previous postage label for another customer on the NSW central coast.) Fortunately Zanui gave me a full refund for the lamp, however I won't be shopping with them again knowing that they resell damaged items.
Lost Item - Zero Response - Poor
14/8 - Ordered office chair online - felt easy, and during this time when everyone is ordering online so it should be
17/8 - Received notice on email that chair was on the way, from Campbellfield - an outer suburb of Melbourne - to another suburb in Melbourne. I live about an hour's drive from Campbellfield. Felt a glimmer of hope that my sore back from sitting on a dining chair 8-9 hours a day would be relieved.
24/8 - CHAIR LOST!! I have sent a tracking email to Aus Post & 2 emails to Zanui - no response from anyone so far. And still, a ...sore back. Was it because they sent an office chair via AUSTRALIA POST!? Probably. I ordered a 2-metre rug from another company on the same day, which has arrived and happy on my living room floor - and that came from the USA!! The fact that these guys can't get 1 chair from one side of Melbourne to the other speaks volumes. Not only that but AusPost are pretty well known for not ringing doorbells so for anything that doesn't quite fit in the mailbox (which you can safely assume that my office chair will not) it will end up at the depot, and it feels pretty doubtful that it will fit in my tiny car - so what then?
Purchased a table, received half the table in double the time and still don't have the other half
Very upset with my experience I must say. Its been 1 week and Zanui still has not explained where the legs are for the table ordered 1 month ago. They have advised me now on 3 occasions that they will let me know in 48 hours only to tell me the same thing again.
We ordered sun loungers and received wooden chairs in damaged packaging. We contacted Zanui who said "photograph the item and the label", we then had the runaround, excuses e.g. "we need to talk to our supplier" - we did not buy the goods from the supplier, we bought them from Zanui and it is their responsibility to resolve the problem. We were told that they had tried to phone us but that our phone was not working (it was and we have voice mail). Our request was simple, either provide the goods we ordered or provide a full refund. We were prom...ised a refund (actually still waiting for that to be processed). After almost a month we were asked when the incorrect item could be collected and were instructed to repackage it, print out the labels that they emailed etc. (this is like working for Zanui, salary free and without a staff discount) ... we replied stating that the only time that we could not manage was Thursday morning ... we then received an email which said that collection had been arranged for Thursday but that they could not say when. Our experience is that they are slow, evasive and unprofessional. Our emails were not read properly or understood. The attitude to customer service seems to be "we've got your money and we intend to keep it for as long as possible". We understand that Zanui went into receivership in 2019 and have no idea what they were like before. On the basis of our experience we would not choose to do business with them ever again and would advise others not to bother. The people that we telephoned were polite and friendly but a situation that could have been remedied in a day or two has taken over a month. Having polite, friendly people manning the help desk is of no avail if the underlying service is poor. Saying that they intend to respond within 1-2 business days to a form of communication that is almost instantaneous suggests, understaffing or performance criteria that are too lax. After a month, we do not want to be thanked for our patience - we want the problem to be fixed. An update: I received an apology after posting this review. In it Zanui explained their business processes in detail and why they needed to pursue an enquiry - they did not explain why their delivery people could not collect the incorrect items and handle the back office admin. We were offered a $30 goodwill voucher and almost two weeks after being promised an immediate refund we received the refund. Close to 30 emails, half a dozen phone calls and a lot of aggravation - Zanui can keep their $30 voucher - I have seen glaciers that move more quickly than they do.
Rubbish service and customer care from an overseas call Centre
I bought a rug with faults. I emailed Zanui with photos and days later I got a response telling me to send photos (when I already had) so I resent them and then the responses have been days apart, always requiring more information. I have asked for the staff member to call me, never does. Call them and it’s an overseas call Centre with no ability to put my call through the their Australian staff or office (do they even have one??). The overseas call Centre can not answer questions and all they do is say they will email
Australia!!! Just please be honest and get me my refund! Something just doesn’t seem right with this set up. Avoid at all costs.
Sarah-Louise was beyond helpful with my problem and has been by far the best customer service i have had in a long time. Highly recommend Zanui to anyone looking at ordering
The delivery was quick and the purchasing of the product was easy. Am really disappointed in my purchase from Zanui. Have not had my rug for long and not in a high traffic area and the fibre has come undone. Contacted customer service for a credit NOT a refund, but was told its not faulty as it is natural for fibres to come loose and undone - this is not listed in the description anywhere. I feel that it is just cheap quality.
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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