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December 2018 by Adia Ahmed
Terrible customer service. Needs consistent and logical responses.
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December 2018 by Adia A.
I purchased a white leatherette chair via amazon Warehouse. It did not come with even half the number of screws or allen wrenches it needed to be complete. After 20 minutes on the phone with Amazon they made it right on their end, I called Zuo. First, I had to google it because the number on the instructions is wrong (Amazon couldn't reach them either). Then I was told after 2 calls their entire parts department at lunch at 1pm PT. Then I was forwarded to their Amazon rep. Then after waiting at a hardware store in my car for 20 minutes for parts to come back their receptionist changed their story and said they don't deal directly with consumers (despite their instructions at the bottom of the specs saying to call). This business sells to retailers all over North America- this is an extremely unprofessional company. DO NOT BUY.
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November 2018 by Veronica M.
I purchased a velvet armchair called Nantucket about 16 months ago by this manufacturer and the wood frame expanded as it must have been green and tore the fabric at the seams. The company has just said that it was out of warranty and never addressed the fact that it's defective. They also said it was discontinued yet they are still selling it online. Be ware. They do not back up their products.
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September 2017 by Vanessa Chris O'Gwin
Worst customer service ever! LUIS RUESGA is the worst customer service representative. As soon as he found out my lamp was not covered under the warranty period, he ignored me and refused to answer any of my questions. Here is a copy of our communication.
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September 2017 by Aimee Pesce Della Bitta
Unfortunately we bought an outdoor concrete dining table from Zuo Mod. We received the table and within the first 3 months of owning it, we noticed that the top of the table started to erode, as if it wasn't sealed properly. I immediately contacted ZUO and was told the technology of the concrete table was not good and they adjusted that tech for future tables. They sent us a new table that was supposed to have this updated tech, unfortunately that table had a crack in the top. At this point ZUO management said there is nothing else they can do. So ultimately, we received one table that was not technologically sound and another that was damaged upon arrival and got stuck with both tables. Beware to future buyers on this company, they do not stand by their product.
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July 2017 by Robert French
I have called Zuo three times and also emailed about 6 times to try and get a replacement part for a Ralston Desk Glass top item 100443A the silver O ring came unglued from the glass desk top and was missing. It's been over 2 months and have not gotten a returned phone call or a replacement part. The customer service rep responded back to me that a special glue would need to be used which is fine if I had the part to glue back it would be helpful. It's to bad a nice product but a company that doesn't stand behind what they produce. R French
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May 2017 by Susie C.
We received our product damaged. It happens. I had to make several phone calls and sent several emails but no one would speak to me by phone. I NEVER received an apology for any inconvenience. Finally, they offered to send a replacement, however they first wanted to charge me for the reshipping! If that wasn't bad enough, they wanted ME to dispose the damaged item. I forwarded them the cost to have our local landfill pick it up for proper disposal. Again, no apologies but they said they will have UPS remove it. I asked for a tracking number and they have been ignoring me. I will wait 2 more days then I will contact the BBB, the EPA and my credit card company to dispute any charges to me for disposal and my inconvenience. There is NO customer service with Zuo Mod! They are cold in their response! I would not use them again, nor would I recommend using them if you care about customer service or product warranty! This was a very frustrating purchase! Like most, I am very busy and don't have the time or patience to police these things! Zero Customer Service!
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April 2017 by Ron Bevan
We bought a table and chair set and expected because we payed a premium for the Zuo brand it would last. Within 2 years the all of the chairs have broken strands and need to be thrown out. According to Zuo, they only have a 1 year guarantee and you must keep their furniture covered as it cant take the sun. Would have been nice to know that in advance, don't buy unless you can keep it covered.
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February 2017 by Patrick B.
Julie Dea offers a spectacular customer service looking forward to do more business with your company knowing Julie will take care of things on your end. Best Patrick Briel
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January 2017 by Alyssa N.
Araceli is great! Super helpful and quick to respond.
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October 2014 by Daniele F.
Disgusting quality and accountability. I paid a lot for a very good looking office chair. Leather disintergated and mechanism broke resulting in injury. Receptionist indicated "we produce cheap copies of high design products". Manager Alan Ching offered no repair or replacement options. Product totally unusable. Think twice or even three times before buying their products.
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February 2014 by Lindi R.
In defense of Zou, I feel I should write this review. I purchased a desk chair through Bella Seating, an online company -- the chair is from Zuo. The rollers that came with it did not fit properly, and Bella asked Zuo to send me a replacement set, which they did within days. They fit just fine and the chair is now perfect. They were even nice enough (!) to send me a second set of replacement rollers, which upon a phone call to the company, I was told I could keep. The chair is awesome -- a bright red, leather look-alike fabric, armless desk chair - comes in 3 pieces and I put it together in literally 2 seconds. Great product and great customer service. I have nothing to say but good things about this company.
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December 2013 by Robin C.
Bummed that this company does not stand by their manufacturer's warranty. I have been in communication with them for many months over a faulty chair with no results. Beautiful chair, made with a flaw, didn't last 6 months of light use. The chair was discontinued (I assume due to the flaw) and instead of simply offering a similar price point chair or a refund they have been sending me in circles for 5 months.
