"Nightmare experience"

I ordered Sondra sectional with left facing orientation online. A delivery was stated as "✓ In Stock - Delivered in 1 - 2 weeks". The order was delivered in 3 weeks with incorrect sofa / chaise combo and damaged parts. The seller asked me to pack and store these furniture parts at my cost and wait another X weeks for a replacement sofa.

Highlights:
1. easy online ordering and fast processing
2. friendly delivery team
3. overall sofa looks and feels good
4. friendly customer service over the phone

Lowlights:
1. delayed delivery. It was expected on the week of Dec 13th - 20th before Christmas but delivered only on December 27th
2. messed up order. Inoperable sofa was shipped - left facing chaise and right facing sofa. There is no way to put it together
3. some damages on the chaise - underneath upholstery is torn and one leg is bent
4. sofa sold with discontinued accessories. There is no way to order 2 additional headrests
5. all 3 backrests have different width between 26 and 27 inches

In conclusion:
The seller communicates inconsistently and ignores most customer's concerns. For example, they initiated another order with a correct sofa without asking myself whether the resolution is acceptable or not, without any delivery ETA knowing that it's time sensitive order and I'd prefer a refund vs late delivery. They didn't take care of the wrong order making the customer accountable to store it till the right order delivered.

"Absolutely and without any…"

Absolutely and without any qualification THE WORST. Ordered 4 pieces of office furniture. Confirmed on November 7 as shipped from seller to a local warehouse. Delayed en route. Damaged en route. Delayed in delivery. Finally, today, 42 days after first notified of shipment, they attempted delivery--and showed up with only TWO of the four pieces.

No matter what you do, do not beguile yourself into thinking that Zuri has ANY idea whatsoever what it is doing.

"Worst customer service ever"

I should have done more research on this company before I bought furniture from them. Now I do more research and found that they have so many bad reviews. They don't care about customer service. All they care about is how to make money from the customers.

I was almost to spend 10K with them but I only spent over 4K first to see their customer service and quality of the materials. I also paid for white glove delivery because I don’t have time to assemble. They charged $450 which is outrageous but I still did it because I don’t have time.

I ordered a bed and a luxor reclining sofa on 11/26. They shipped out on 11/28 and transmotion got the package on 11/30. I emailed on 11/30 asking when they will deliver the package. Michael told me that the delivery team will call me on 12/1 or 12/2 or next week. On their website, they stated “while in transit, you will receive a call to schedule a convenient time for delivery” and delivered in 1 to 2 weeks.

I called them on 12/5 asking when the delivery date was. The girl told me that she doesn’t know and gave me a phone # for Transmotion in Detroit. I called several times but no one picked up the phone and I left them a message but no one called back.

I called them again on 12/6. Jannie told me that she will contact Transmotion and gave me a California # to call because I live in California. Why did the first girl give me the phone in Detroit??? When I called the location in California, that phone # is not in service. This is unbelievable. Transmotion has a phone # for customers to contact them but it’s not in service.

I called them again on 12/7 and they still were not able to contact Transmotion, so I asked to speak to the supervisor. She told me it takes 24 hrs for the supervisor to call me back. Wow, they made it seem like they are a really big company. Later, Michael emailed me stating Transmotion will contact me this week which was the same thing that he told me from the beginning and asking if I still want to talk to the supervisor. I was speechless when I read his email. Are you ….?

Kristen (supervisor or manager of the manager) called me on 12/8. After she heard all the things I told her, she didn’t even apologize. She gave me a bunch of excuses. She said Transmotion is too busy due to the holidays and they won’t pick up the phone or call the customer back. Wow, why the heck your account managers told me to call them in the first place and gave me a non-working phone #. Since the company will not call the customers back, why the heck are you working with them? Are you making any sense??? So I told her that I am done talking to her and I want to talk to her boss. She said she is the “BOSS” and I can’t talk to anyone else. Wow wow wow. I asked if she is the owner and she said NO and the owner will not talk to me. Wow. I told her that I will write a review on their website and we will see if she is really the BOSS or not. That's when she came down and offered me compensation. Wow. She offered me $200 which was not even enough for me to pay for white glove delivery ($450) and said that Transmotion will call me soon and they told her that they had me on the schedule to be called on 12/11 or 12/12. Kristen also told me that for white glove delivery, it might take up to 3 to 4 weeks. That is not on the website and I would never order from Zuri furniture if that is on there. She tried to find lame excuses to give to the customer which made things worse.

12/13/22 – again no one called me. I called them again asking to talk to Kristen. Aldo told me that she is not available and will call me back in 24 hrs. Wow. They do the same thing over and over and drag this out for so long. Aldo offered to help and I told him I don’t think he will be able to help. But he asked again and I sort of told him what happened and he gave the same excuses and started to raise his voice. Aldo is very disrespectful to the customer. That is when I said I had enough of this and I decided to write this review.

Michael also emailed me yesterday 12/13/22 stating that Transmotion scheduled my delivery on 12/14/22 and if I haven’t received a phone call yet, they will call me soon. Guess what – no one called and how the heck they are able to schedule me for the delivery on 12/14/22 without checking my availability. This is unbelievable. Zuri furniture has the worst customer service ever.

First of all, I don’t have time. That is why I paid $450 for white glove delivery but Zuri has cost me money and lots of my time. I have spent hours calling and emailing them. I have guests coming over this weekend so I need to have the bed for them. It seems like I will not have a bed for them. I ordered the bed on 11/26 and today is 12/14 but no date for delivery.

If you want to order this company, you should reconsider. If things go right, it would be ok but when it goes wrong, that is when you run into hell with them.

"We recently bought a Zuri Marlo bed"

We recently bought a Zuri Marlo bed. Which we almost didn't buy after reading the reviews on Trustpilot. We have laid great store by the reviews here. And the poor reviews (quality, service, etc) for Zuri nearly dissuaded us from buying this bed.

I had a chat and a call with the company, and showed them the reviews on this site. They were polite but firm that this wasn't their reality.

Finally, we took the plunge. And 3 days after delivery and assembly I am writing this review (we have never contributed before)

1. We bought the product on Amazon
2. Delivery was well within the date range provided by the seller.
3. We got our person to handle the assembly. It took about 3 hours. Assembly instructions are pretty good
4. The quality of the product is well worth the price. The quality of leather, slats, design of the product, etc are absolutely top notch
5. 3 days later we have absolutely no complaints

"DISGUSTING COMPANY!"

DISGUSTING COMPANY!

I purchased two side tables in October 2022 for $633. They looked good but one of the tables collapsed without warning after just 1 week of minimal use. Fortunately, my 10-month-old grandson was not near the table at the time otherwise, this could have been a disaster, the table top weighs 23 lbs!

I reported the incident to Zuri who sounded concerned initially and said they would replace both tables and consider compensating us for a damaged, brand-new table glass lamp. They informed us it was a "bad batch" and there were other cases had been reported.

We provided Zuri with a copy of our purchase invoice for the lamp which was only one week old. After several attempts to resolve the matter, Zuri offered just $50 for the damaged brand-new lamp as they said they did not know what condition it was in (BRAND NEW).

NEXT and much more disturbing, they have decided to only replace the collapsed table top and not the other table. Their proposal is that we wait for it to collapse and then CLAIM ON OUR HOME INSURANCE!!!! - Unless I am much mistaken, this would be perpetrating FRAUD on our insurance company and not something I would even consider!

I have now asked them to collect and refund BOTH tables and pay us acceptable compensation for the broken table lamp. With an infant in the vicinity, it would be reckless to keep these tables, especially as one from the same batch has already collapsed and Zuri are aware of others. I am awaiting the response from ZURI and will post an update when received.

"Damaged Goods and No Recourse (Zero Accountability)"

My fiance and I purchased two white barstools. They both arrived damaged - one of which had paint chipping and weeks later the little chips are still ALL OVER our apartment from when we opened up the packaging. Zuri was completely unhelpful after going back and forth (and delayed in their response), offering nothing but a $50 credit and a replacement for a single damaged piece that they refuse to expedite. If they were a quality company, they are NO LONGER a quality company.

"Horrific Experience"

Horrific Experience
The service here was absolutely horrific. We ordered 3 pieces of furniture for $5,000.00 as well as their so called "white Glove installation service" for another $300.00, a Ford Desk which came damaged and sketchy design, Madison wall bookshelf which came damaged and unrepairable, file cabinet which also came damaged and unrepairable. When their "white glove" installers came to assemble and install the furniture they also stated the furniture is not well designed or sturdy. They stated the Madison shelf would bow after time and poor design.
3 weeks have passed and after many phone calls and emails, still no word from Zuri on when the new furniture will be shipped, let alone delivered. But they certainly kept the money I paid for this junk. They stated they would take their own damaged furniture back for a refund, but will be charging a $800 re stocking / shipping fee??? To take back their own damaged furniture and no word yet on when new furniture will even be shipped!!

Don't walk away from the company. RUN!!!
Absolutely Horrific Experience.

"I had two negative experiences with…"

I had two negative experiences with Zuri within the last year. The first was a customer support experience. My Zuri Pierce desk was damaged during a move. Zuri support stated that I could purchase replacement parts so that I could fix the desk. After weeks of back and forth providing photos, part numbers, and other data - Zuri said they could no longer provide those parts. The desk itself looked great, but it is made of cheap MDF material with a wood veneer over it.

My last experience was with an Artemis fabric storage bed. Within 30 days of buying the Artemis, I let Zuri know that the bed was not properly supporting the mattress. At 30 years old, I was experiencing daily back pain after buying this bed. I had never had back pain before. They sent out a technician who used electrical tape to attach 5 metal shims to the central post. The bed felt better, but I would still get occasional back pain. Months later, I bought a new, high-end mattress. I thought that my old mattress was damaged by the bed which was why it continued to sag in the middle. Within two weeks of getting the new mattress, it was sagging in the middle. I opened up a case with Zuri and they dismissed any responsibility to repair, replace, or return the bed as I had purchased it 1 year and 1 month before - exactly 1 month past their limited warranty. Given the price of the bed, the history of the situation, and the mounting evidence of a structural defect, I am shocked that they wouldn't help me resolve the product.

Buyer beware with Zuri - they sell overpriced low quality furniture. I'm sticking with local stores that make quality pieces from now on.

EDIT: I left a simple, 1 star review on Zuri's product page for the Artemis Fabric storage bed. Zuri removed it. You cannot trust this company. Here is the review I left - make your own decision if it should have been removed: "Purchased this bed over a year ago. The center support rails running across the width of the bed do not have a support post underneath them. These support rails flex under weight which causes a dip in the middle of the bed. This caused damage to two mattresses from sagging in the center before we realized the problem. The bed itself looks great, but it does not support the mattress properly."

"I bought a buffet table in late July…"

I bought a buffet table in late July and they delivered it damaged. We requested twice a replacement and they delivered it twice damaged the furniture again. Now they just want to give a $160 credit for a table taht costed us almost $2K. What a shame!! I though they were a high quality shop...

"I kinda like the range"

Modern designs for furniture at competitive prices, bought a leather sectional, delivered in time and works as promised. Its all Chinese products which you can buy from any vendor, with cheap framing but the leather is ok. I had white glove delivery and they broke a leg, they promptly sent a tech to repair for free. So always ask for white glove, it saves lotta hassles. The show room experience leaves a lot to be desired. Inattentive unmotivated staff makes the visit worthless hope the owners are reading, great discounts on sale items.