Zanui Reviews 192

I had an inquiry today and had Carla who assisted me. I was very impressed with her prompt and friendly service. Got back to be within the hour and sorted out the issue for me.
Well done Carla. Excellent customer service
Best
iona

Just bought a dining table, trying to reach customer service to change the measurement before dispatch but seems impossible since this company doesn't have a customer care phone. Tried to cancel the order, since wasn't dispatched and picked yet in the warehouse. However, doesn't offer this option.
AVOID THIS COMPANY.

We had a severe storm that resulted in damage to the top of our outdoor table. After contacting Zanui they arranged a replacement part and kept me up to date with the progress at all times. Helda’s customer service resulted in a fast fix! I will definitely buy from them again.

If I could give zero stars I would. I received a damaged item and after almost 4 weeks of numerous emails chasing back and forth and receiving stock standard meaningless replies, I’m finally told I need to arrange a carton and packing myself of a rather large +20 kilo 2 piece coffee table. You would think at the very least they could send a suitable carton (as the one it arrived it was so broken and damaged it’s in-usable) but Zanui seem to think it’s great customer service to put all of the inconvenience of trying to find or buy suitable repackaging, somehow pack it all up again and return a damaged item back onto the customer. Will never ever order from them again nor would I ever recommend them to anybody else. The experience has been highly unpleasant

Placed my order but was advised after submitting payment that delivery could not be made to my post office box.
Cancelled order and was promptly refunded monies paid.
Sad I was unable to receive potential purchase via P.O Box but very happy with the integrity of this company

Upon placing the order Zanui had ‘technical issues’ and my address could not be found, they said that IT was updating the system that day.
I had to get someone in the office at customer service to physically change my address on their end which they couldn’t even figure out and then I ended up figuring it out.

ORDERED MY ITEM 7 DAYS AGO AND IT STILL HAS NOT BEEN DISPATCHED, STILL AT WAREHOUSE!!!
Unacceptable and no company wait this long to dispatch and it’s only a small photo frame nothing large!
First and last time I’ll be shopping with this company, I have also read all the one star reviews and it paints the picture and it seems you will never get a refund and they will not accept liability.

Not on any level is this company trustworthy or a company that you should take the risk on dealing with. Zanui have gone out of business once and with the behaviours I evidenced I would say it is only a matter of time before it happens again. There is a systemic way they deal with customers which is either incompetence or dishonesty. I purchased a product back in October with the website stating a 2 -3 business day delivery. As with others here it did not happen. I emailed them a number of times giving them 2 weeks before I would cancel. As with others here I kept getting pro-forma emails stating "investigation with warehouse" (they weren't), "it is picked, packed, labelled waiting for courier" (it wasn't) .... so when I told them to cancel they told me because it had been picked, labelled etc they couldn't cancel - this was an outright nonsense. I raised a case with PayPal at this time to refund what I spent on this non-delivery so they contacted Zanui also. Then I get a text message from a courier company that my delivery is coming that day - I notified them the order was cancelled and they had no authority to leave it, I also notified the driver via the app that there was no authority to leave. We were out of town and the courier company dumped it on our driveway in the rain. When we returned the base of the box was damaged and when we opened the box the goods were also damaged. Again I contacted Zanui and told them of the damage but also told them that the goods were not as described on their website - the website had 2 same size concrete seats, the box had 2 different sized concrete seats. Even though Zanui acknowledged the mistake the website still show incorrect sizes for this product. It also still shows a 2 to 3 day delivery time - so again is that incompetence or dishonesty? I updated my claim via PayPal as damaged and incorrect goods. 24 hours later I received a refund from Zanui via PayPal and an apology email from Zanui. When I look through the 1 star reviews here there is a common thread with this company - they use the packed/packed/labelled as an excuse not to cancel an order (my order was picked a week after they told me it had been picked and labelled - I know this because the label on the box tells me when it was picked!!!) ...... they use courier companies as an excuse for either non-delivery or damaged goods ..... the use customer service as a barrier to the customer getting what they have paid for rather than an enabler. I have been engaged in Customer Service and designing Customer Experience for large companies all my career so the signs are easy to read. My advice to anyone else having problems with them is to use your financial institution to pressure for a refund, document everything, keep in mind that NSW Fair Trading deal with this nonsense all the time so lodge a complaint with them - it costs nothing. I know Zanui read these reviews so my message is that you should be ashamed of yourselves with your treatment of customers.

Received the Menten bedside tables which were both faulty however my emails were replied to in such a timely matter and everyone I spoke with (Bob, MJ and Leslie) from Zanui were extremely helpful! Today, I received the replacement tables and I am over the moon with the quality and design! Thank you so much

Zanui shipped using CouriersPlease. I paid for shipping too.
Tracking information seemed ok until the delivery date was passed. We were home, No delivery, No message, next day all tracking information removed from the CouersPlease site. No estimated delivery date available, no information on where the consignment is. Only generic computerised responses from Zanui and CouriersPlease.
VERY POOR SERVICE, NOT HAPPY

No confidence in this company to actually ship the product you paid for - bought a marble console table and the table top arrived after 2 weeks however the legs have still not arrived after 7 weeks. Customer service is horrible they give the same generic answer about looking into it - after 5 weeks I still don’t have a resolution. Would not recommend at all

There was a packing error with our new quilt which was no fault of Zanui Once this was brought to their attention there was no issues in getting a replacement
Mike in customer service kept me up to date along the way

Ordered a coffee table through Zanui who used Hunter Express as their 3rd party courier. I dont really know whose worse to be honest.
The lack of communication is a joke, I have sent multiple emails requesting where my order is and continue to receive endless excuses and wait times.
I spoke to customer service over the phone who proceeded to tell me it was likely the item was "Lost" and to give them until Friday to sort it when I have already waiting several weeks.
Do me a favour and train your damn Staff to communicate with couriers and give people what they have paid for.

Bunch of clowns.

Zanui customer service has been wonderful! Thank you, especially to Caroline for her assistance in reordering my velvet chair. Caroline was so helpful and resolved my issue quickly, with regular progress updates. Thanks so much! Zanui has great quality products. I will definitely purchase again.

I can highly recommend Zanui as my experience with them has been exemplary. Since the moment I purchased goods with them communication with them has been fantastic. Any problem they are very willing to address and have a customer first attitude

Customer service alone deserves a 5 star rating. Caroline has been fantastic and I'm looking forward to receiving my order.

I recently purchased 10 dining chairs and one chair was missing the entire back section...over 8 emails later and still not resolved...just another company making their error your problem..buyers beware

These are the worst sheets I have ever brought. The fitted sheets sets i brought one King single dosen't fit around the King single mattress. I think they have incorrectly packaged a single instead of a king single. The Queen fitted one I brought won't stay in place around the corners of the Queen mattress and has moved around on the bed. There is also pilling on the sheets in under a week of use.
I'm not happy at all with this purchase and would not recommend to buy the sheets from Zanui.
I emailed Customer service and they tried to ask questions and asked me to send photos of the sheets to them.
I have never heard of anything so ridiculous. The sheets are absolute rubbish cheap crap that have been made in a backyard and shipped and put into brand name packaging to sell.

I recently purchased 4 bed-heads for my accommodation business. Unfortunately they arrived and the colour was not per the listing. I jumped online and was messaging the very helpful, Leslie.
I asked for a sample or a photo to be emailed of the other colours available. Unfortunately, this couldn't be done, but Leslie organised a refund and it was received within 24 hours with no additional questions asked.
Can highly recommend and outstanding customer service

WORST CUSTOMER SERVICE, DO NOT BUY FROM THEM!
Purchased an exercise bike for $399 from them that boasts a lifetime warranty. The peddle fell off in 6 days. I alerted them immediately, and they told me after 3 weeks of a runaround and having to follow them up multiple times that the manufacturer will not accept liability. They offered to send me a spare part with the caveat that it is a very tricky part to fix. Completely unacceptable as this sat within their return policy too.
I have escalated the issue with my financial institution

I bought 2 x shelving units from them and as soon as they arrived I knew they were faulty/damaged. I immediately completed the ‘damage / faulty return request’ including photos and videos of the damaged items. They admitted the items were damaged and yet haven’t provided any reasonable resolution other than to disassemble and put back in the box (Fair Trading website states you are not required to return the items in its original packaging). The items were quite expensive so I expected good quality products, but they just feel cheap.

It’s now been 7 weeks with no resolution and I have 2 x large damaged shelving units stuck in my apartment. I contacted Fair Trade who got in touch with Zanui. Zanui told Fair Trade the items were damaged and they will have a resolution for me by the end of the week (which was last week). I’ve tried being patient but this has made me incredibly frustrated. It feels like they are just ignoring me until I forget and move on.

I would not recommend this business to anyone!