Reviewer Photos & Videos
- 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.
No rug so couldn't comment on how amazing it might be.
Order placed 14th of July still no rug. Advised shipped the 21st tracking number never worked. Called again to be told shipped the 24th of July. I have been run around and given excuse after excuse as to why I don't have my item. Not confident my rug has been posted as it seems no one seems to know. If you want to wait weeks for items to maybe arrive Zanui is the place to order. Amazingly I ordered two ottomans from black Mango Monday from SA and they arrived two day's later so Zanui can't blame aus post for the delays.
- 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!
Terrible service. Avoid this trap!
Have purchased 2 items from Zanui website with discounted price. I used PayPal method and the system just generated a tax invoice saying congratulations you placed an order and payment method is PayPal. However, the next day, I found they did not charge me while I definitely have enough fund. I asked and they said, oh the payment did not process successfully - you have to order again but with a much higher price! It's a trap to me because if the payment failed, they should notify me immediately but not generate an invoice that saying congratulations. I tried to ask them if I can purchase with the same price, they just refused with bad attitude. What a shame.
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...
Bed Side Lights
Very happy with the service Sarah-Louise was outstanding when there was a problem with Australia Post. I will be recommending your company to family and friends. I am very happy with the choice of products and the quick despatch
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
sarah louise was clear, calm and effective in communication, and empathetic in towards my dilemma. I purchased a product that was under the website as mattress, but was in fact merely a mattress liner, which i did not want. Thanks to her service, I got a refund, and now have purchased a mattress from your company. If it had not been for sarah louise, I would not have shopped here again.
- Verified customer
First Zanui Experience and Last Zanui Experience
Today an Arendt Bar Table arrived that I purchased from Zanui last week. I noticed that the box had been opened and resealed with tape.
When I opened it to assemble the table I found the table top damaged on the side and underside. The table top has clearly been hit with force on the side. They’ve take my money and supplied damaged goods - a breach of the consumer laws that provide for goods to be in merchantable condition and also simply unethical.
If that’s the nature of the firm or their suppliers this is both my first and last experience shopping with Zanui.
If you’re going to use them my experience suggests you need to be prepared for sub quality merchandise.
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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