Reviewer Photos & Videos
Great Customer Service
The customer service is exceptional at Zanui ,particularly Sarah-Louise ,I received a wrong product and Sarah-Louise went out of her way to rectify everything at a fast time frame and at no additional cost to myself.
- 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.
Damaged order - Order sent twice both time came broken - Horribly packaged
Not much of a reviewer but I'm not getting any luck and this has dragged on for a month - first they lost my order then just like a others that people have reviewed my order has rocked up damaged. They offered me $80 and I can keep it... not really the resolution I'm after but this keeps dragging on, my confidence is gone and can't see me shopping or recommending anyone to this company. I have a broken coffee table under my stairs and no idea how long this will take to resolve and get a replacement - plus I get a reply every 2nd day. Customer s...ervice also seems robotic with generic responses. Maybe if you bought something like bed sheets that can't get damaged in transport these guys could be ok but apart from that this has been a horrible process and you can tell they have put the company first and the customer second. Not good!
So annoyed and disappointed
I bought an item and when it arrived it was packaged in a box and not the cylinder showing in the add, which is what my grandson particularly liked about it. When I informed Zanui about this, they agreed they had the incorrect photo on the site. Many weeks later, the wrong photo is still there!! I’m now meant to drive 20kms to the post office to return the item, which costs more in time and effort than the item itself, am offered no compensation and have a very disappointed grandson. I’ve now missed the opportunity to buy other offers for this item, and could have bought the boxed item for much less than I paid here. Appalling customer service.
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.
Easier to go direct to the supplier and not Zanui
I ordered a print on the 23rd Nov with the information that it would leave the partner warehouse in 2-3 weeks. 3 weeks after payment was taken I had still had no information on when the print would arrive and needed to follow up with them.
In the response email on 17th Dec I was informed that the package had been dispatched only to be told 4 day later on the 21st that it had been lost. After informing Zanui that they could arrange a replacement ASAP they then said that the package was found and would arrive within a couple of days.
Skip forwa...rd 2 weeks to the 4th Jan, still no package and no information from Zanui so once again I followed it up. Response email then informed that they were going to follow it up with the courier. Then on the 7th Jan a package arrived although containing the incorrect print. Zanui contacted supplier and organized replacement which arrived on the 21st Jan. During the issue Zanui did not keep me informed of what was happening and I only found anything out when I emailed them. On the 14th Jan I emailed the supplier and was able to come up with a solution within one email. Future purchases will be easier directly through the supplier as their resolution process much better than Zanui's.
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.
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.
- 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.
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.
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 $30 voucher - I have seen glaciers that move more quickly than they do.
Rubbish service and customer care from an overseas call Centre
I bought a rug with faults. I emailed Zanui with photos and days later I got a response telling me to send photos (when I already had) so I resent them and then the responses have been days apart, always requiring more information. I have asked for the staff member to call me, never does. Call them and it’s an overseas call Centre with no ability to put my call through the their Australian staff or office (do they even have one??). The overseas call Centre can not answer questions and all they do is say they will email
Australia!!! Just please be honest and get me my refund! Something just doesn’t seem right with this set up. Avoid at all costs.
Sarah-Louise was beyond helpful with my problem and has been by far the best customer service i have had in a long time. Highly recommend Zanui to anyone looking at ordering
- Verified customer
Zanui hidden costs and overcharging for shipping
Hi, i bought a table lamp from Zanui Worth of 253$ and i thought it’s a bargain and cheaper than their competitors, Temple and Webster. When i was about to do the payment the estimation of shipping cost was 10$ then after the payment i saw that the shipping cost is 27$! When i asked the staff they said it’s because of the handling and being fragile!! This should have been considered in the estimation shipping cost and not in the receipt after the payment. Then i decided to return the lamp. I checked their policy and there were nothing about the...shipping cost! I contacted Zanui customer service and they organised a courier to pick up the item. Once again they did not tell me about whether there is any costs involves or not. In my account there is just only 250$ for the return. Customer service told me that the difference is because of the return shipment. To me all of these are a scam and hidden cost! It’s not in their website and the order cost was more than what they show in their website. At the end the item costs me more than buying from the stores or temple a d webster website. Never buy it from them again. Just be careful about all these hidden costs!
Thankyou Sarah-Louise for your amazing communication and updates throughout a return process. A process that I thought was going to be painful and hard, was made super easy, with the prompt pickup of the item and a refund organised just as quickly.
You have made a disappointing situation positive and i will be more than confident to purchase through Zanui again.
Amazing customer service when the wrong puzzle turned up! They very quickly
Tried to help me out by replacing the product! The actual puzzle was great quality also and delivery was very quick
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
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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