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.
Sofa bed was only suitable for an infant. Or someone with no legs. False Advertising!
Totally ripped off spending almost $500 on a sofa bed only suitable for a child.
The quality is not the greatest either, very hard, very uncomfortable, poorly made. I would have bought something a lot nicer from KMART and for a minuscule of the price.
This sofa bed cost me almost $500 and over $100 for delivery. Zanui would not offer me a refund or exchange as I did not have the original box. (I did and do but I live in a small unit so had to cut box into pieces so...
1) I could actually walk around
2) put in recycling bin
Did not receive order. No communication. Illegal!
Zanui has taken the money for the purchase of a couch including the cost of shipping. It has been nearly two months and they can not advise if and when I will receive this order.
There is no way of contacting Zanui!! There online service is generic. The only response I received is with a tracking number that has already been delivered!! Dodgy!
Despite numerous attempts to make contact I’ve paid money for an item I am not receiving !
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.
Worst customer service.
Hi I have ordered an office table a month ago and received tracking number 3 weeks ago but still waiting for the item. I contacted them 2 weeks ago to solve the issue but they never get back to me(the website says they are aim to response 1 to 2 days) I had to contact them again few days ago and they just said they are still working on it.
It is ridiculous as according to tracking information, the item departed from only 10km away from my office and it already took 3 weeks and no one knows when we can receive the table. Even customer service staff says they are still looking for the solution even it has been 3weeks since I contacted them...
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.
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.
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.
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.
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.
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.
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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