ZenSupplyReviews of zensupply.com

Response from ZenSupplyJul 22, 2026

Hi, thank you for the detailed account, and I'm sorry for what you went through with this order. Here's what happened: the price confirmed to you for this item was incorrect, and that error should have been caught well before payment was processed, not after. As a resolution, we offered to send 5 packs, but our available stock for this item was only 50 pieces total. We've processed a full refund for this order. We're also reviewing how pricing gets verified and reconfirmed before an order is accepted, so this doesn't happen again. We're sorry for the trouble this caused your business, and we appreciate you flagging it directly to us.

Response from ZenSupplyJul 22, 2026

Hi, and thank you for taking the time to share this. I'm sorry for the experience you had with the order, and I understand your frustration completely. To be transparent about what happened: the pricing displayed on our site and quoted for this item was incorrect. When we caught the error, we should have handled it better than we did. As a resolution, we offered to send 5 packs, but we discovered we only had 50 pieces of this item in stock — those 50 pieces have already been shipped out. We were not able to fulfill the remaining balance of your order. We have processed a full refund for this order, which should be reflected on your card already or within the next few business days. We know this doesn't undo the financial hit you took to make things right with your customer, and we're genuinely sorry for that. We're reviewing our pricing verification process so a mistake like this doesn't reach a confirmed order again. If there's anything else we can do, please reach out to us directly.

Response from ZenSupplyJul 7, 2026

Hi Jim, Thank you for taking the time to share this, and I'm sorry — the experience you described falls far short of what we expect for our customers, and you're right to be frustrated. You did everything right: you asked us to cancel and refund the order within minutes of learning about the backorder delay, yet you still received a partial shipment of weatherstripping that arrived damaged. On top of that, we should have followed up, and the fact that you never heard back after your July 2nd message is on us, not you. I reached out to you directly to make this right, and a full refund for you order has now been processed, covering the remainder beyond the initial partial refund. We're also using this as a case to fix the gaps that let this happen: the lack of response to your product photos, the missed follow-up, and shipping product that should never have gone out in that condition. We appreciate you flagging this, and we're sorry we let you down.

Response from ZenSupplyJul 2, 2026

I'm very sorry to hear that the two bright brass push plates were missing from your order, and I completely understand your frustration, especially after not hearing back from your representative. That's not the experience we want you to have, and I sincerely apologize for the inconvenience and the delay. We've looked into the issue and have already processed a replacement for the missing push plates. We've also upgraded the shipment to Next Day Air so you receive them as quickly as possible. We also tried reaching you by phone to discuss this with you directly, but we were routed to your voicemail, so we wanted to follow up here as well. If you have any additional questions or concerns, please don't hesitate to reach out. We're committed to making this right and appreciate your patience while we resolve the issue. Thank you again, and we sincerely apologize for the inconvenience.

Response from ZenSupplyJul 2, 2026

I'm sorry for the frustration and confusion around this refund, and I completely understand why it felt like we weren't listening. To clarify what happened on our end: you returned the item that cost $152.52, but only $82.98 had been processed toward your refund — not the full amount you were owed. That was our error, not a reflection of what you're entitled to. On June 24, we processed the remaining difference of $69.54, so your refund now totals the full $152.52 for the returned item. I also want to acknowledge the runaround with communication. We tried calling you directly to walk through this but was routed to voicemail, so we followed up by email. I'm sorry this took extra back-and-forth to sort out, and I appreciate your patience with our team while we got it corrected. Please let me know if you have any questions or if anything still looks off on your end

Response from ZenSupplyJul 2, 2026

I'm truly sorry for the experience you had with this order. Taking four attempts to get the correct cylinder for your Falcon lockset is not acceptable, and I understand how frustrating it must have been to keep chasing us down after being promised callbacks that didn't happen. I want to acknowledge that we fell short here, both in getting the right part to you and in our follow-through on communication. We did try to reach you by phone to apologize personally but was routed to voicemail, so we followed up by email as well to make sure you had a way to reach us for any further assistance. I'm glad the issue was ultimately resolved and you have the correct part now, but that doesn't excuse how long it took or the lack of proactive updates along the way. We're taking a hard look at how we handle callback commitments so this doesn't happen again. Thank you for your patience through this, and please reach out directly if anything else comes up.

Response from ZenSupplyJun 6, 2026

We're so sorry the knobs arrived damaged, that's completely unacceptable and we understand your frustration. Our team reached out the same morning your return request came in, got the photos needed to report the issue to the vendor, and has already sent you a return label. We want to make this as easy as possible for you. Please don't hesitate to reach out if you need anything else, and we hope to have the chance to make this right.

Response from ZenSupplyJun 6, 2026

We're sorry for the frustration, this is not the experience we want anyone to have. A replacement order was placed on June 1 and our tracking shows it was delivered on June 3, but we want to make sure everything is right on your end. Our team has reached out by email and text to confirm, and we'll keep following up until we hear from you. Please don't hesitate to contact us directly so we can make this right. We appreciate your patience and hope to earn back your trust.