ZenSupplyReviews of zensupply.com

Response from ZenSupplySep 2, 2026

Hello, Thank you for bringing this to our attention, and we sincerely apologize for the mix-up with your order. Receiving the wrong item — and then experiencing a delay on the replacement — is not the experience we want for our customers. We attempted to reach you by phone today to discuss this directly and weren't able to connect, but please know we're actively working on getting the correct part out to you. We've requested that the replacement be expedited, and if available, shipped via Next Day Air so it reaches you as quickly as possible. We'll follow up as soon as we have an update on the replacement and shipping. We appreciate your patience, and if you'd like to reach us directly in the meantime, we're happy to help however we can. Thank you for your understanding.

Response from ZenSupplyAug 21, 2026

Hello, We're so sorry for the experience you had — the delay in getting you return instructions fell short of what we should have provided, and we understand how frustrating that wait must have been. Please accept our apologies for the inconvenience. We've processed a full refund for this order, and we hope that helps make things right. Thank you for your patience, and for giving us the chance to correct this.

Response from ZenSupplyAug 20, 2026

Hello, We're sorry for the frustration and confusion this caused, and we appreciate you taking the time to explain what happened. That's genuinely not the experience we want anyone to have. To clarify, our free shipping offer does apply to qualifying orders over $199, but a subset of items — often oversized, heavy, or freight-shipped products — are excluded because carrier costs for those are significantly higher; that exclusion should be much clearer up front, and your feedback is a good reminder that we need to improve that messaging on the site so there are no surprises at checkout. We're not looking to bait and switch anyone, and we're sorry it came across that way.  If you'd like, we'd welcome the chance to make this right — feel free to reach out to us directly and we'll see what we can do on pricing or shipping for the item you wanted.

Response from ZenSupplyAug 17, 2026

Hi there, thank you for letting us know, and we're so sorry for the frustration this shipping delay has caused, especially with a contractor already paid and waiting on these materials. We looked into the tracking with both FedEx and our fulfillment partner and unfortunately weren't able to find any indication of where the shipment went astray, so we've gone ahead and processed a full refund for your order. We've also sent out a replacement via Next Day Air so it reaches you as quickly as possible, and we've filed a claim with FedEx for the missing shipment. We know this isn't the experience you expected, and we appreciate your patience while we sorted it out. If anything else comes up with the replacement, please reach out directly and we'll take care of it right away.

Response from ZenSupplyAug 11, 2026

Hi, thank you for taking the time to share this feedback, and I'm sorry for the wait you experienced with your order. A lead time of seven-plus weeks is not the standard we hold ourselves to, and I understand the frustration that comes with it. I tried reaching you by phone to discuss this directly and make it right, but wasn't able to get through. I've also followed up by email — please take a look when you have a moment. We're actively working on improving our lead times, and we appreciate you bringing this to our attention.

Response from ZenSupplyAug 10, 2026

Hello! Thank you for taking the time to share this feedback, and I'm sorry for the frustration caused by receiving the wrong color item, and damaged on top of that. That's not the experience we want anyone to have, and I understand why the wait afterward was especially disappointing. I'm glad we were able to connect and get this sorted out. To recap, we've sent a prepaid return label for the item and processed a full refund on our end. We appreciate you working with us to get to a resolution, and hope the rest of your experience with ZenSupply going forward is a much smoother one. Thanks again for your patience, and for giving us the chance to make it right.

Response from ZenSupplyAug 4, 2026

Hi, thank you for taking the time to share this feedback, and I'm sorry to hear about the frustration with your order. We looked into your order and want to clarify what happened. On our website, the pivot hinge is listed with three separate options: complete set, top part only, and bottom part only. Based on your order, the bottom part only was selected, and that is exactly what was shipped to you. We understand it's easy to miss the option selector, and we're sorry that wasn't clearer at checkout. We'll take this as feedback to make those choices more obvious on the product page. After reviewing your order, we gave you a call directly to address your frustration. Since you'd requested a return, we arranged a prepaid return label for you, so there's no cost or hassle on your end. Again, thank you for your understanding.

Response from ZenSupplyJul 31, 2026

Thank you for taking the time to share your experience, and I'm sorry for the frustration this has caused. I want to address this directly. You're right that our product photo for ADR5017 showed all four components together, and we understand why that led you to expect a complete set upon checkout. While the listing also notes that the additional pieces are optional add-ons, we recognize the image alone could reasonably be read as showing what's included, and that's on us to clarify. We're removing that photo from the listing so this doesn't cause confusion for other customers going forward — thank you for flagging it. I'm also sorry for the delay in hearing back from us. You reached out in mid-July, received only a brief acknowledgment on 7/17, and then didn't get a real update until you called in yourself on 7/29. That's not the level of service we expect to provide, and I apologize for the gap. Regarding your order: we'll be processing a full refund for order, and there's no need to return the item — please keep it with our compliments.