Great customer service during a not-so-Zen experience
I ordered a mattress on September 11, to be shipped to Canada. On October 2 I received an email with a tracking number. As I was assured my expected delivery date would be posted on the shipping website, I checked diligently every day. I'm not home during the days so had to arrange for someone else to be there to receive my mattress, or I was told it would be sent back at a cost to me.
Nothing updated on the website--I never got pas the "processing" stage of my order.
I began a very frustrating back and forth between Zen and the shipping company. On October 16, I received an email from Zen saying that there was a delay at the border, and the item would be "on its way to me by Tuesday, October 22 (end of day)." There wasn't any further communication, and come Tuesday, still no information on the shipper's page. Still just "processing."
I finally called Home Direct on Tuesday (October 22), and they told me that Zen did not provide the customs papers for the mattress to be able to leave the U.S. and cross into Canada. I then got an email from Zen today, stating that my mattress would continue to be delayed at the border until the end of the week.
I'm pretty frustrated with this whole situation. I move at the beginning of November, and I will likely not have a bed. I feel that I have been more than patient. My frustration comes mostly from the fact that, between the two companies, no one was able to give me a straight answer for a while, and I didn't know who to contact. There is no direct phone number for Zen, which was also frustrating, because I had to wait for an email each time, across time zones. I feel that communication could have been faster via telephone.
Through all of this, the customer service rep, Kornelia, who replied to my emails was very friendly and as helpful as possible, but she can only rectify so much.
All-in-all, I really hope this mattress will be worth all of this hassle, and I also hope I won't have to be without a bed for too long. If I didn't think it would cause a million more problems and delays, I'd probably try to cancel my order at this point.
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