ZenSupplyReviews of zensupply.com

Response from ZenSupplyJun 4, 2026

Thank you for taking the time to share this, and we're genuinely sorry. You should never have received a product that was packaged without proper protection, and the damage on arrival is on us. Just as frustrating, getting a clear answer from our team took more calls than it should have, and that's not the experience we want anyone to have. We've since processed a full refund on your order, and there's nothing further you need to do. We've also flagged the packaging issue internally so the next customer doesn't run into the same thing. We know this fell short, and we'd welcome the chance to earn back your trust if you ever give us another shot. Thank you for the honest feedback.

Response from ZenSupplyJun 5, 2026

We're truly sorry for the experience you've had. Receiving the wrong items once is frustrating enough, but having it happen again after a two-week wait is unacceptable, and we completely understand your disappointment. This is not the standard we hold ourselves to, and we're embarrassed it went this way. Our team is actively working to make this right, and we won't consider it resolved until you do. We genuinely hope to earn back your confidence and turn this experience around. Thank you for your patience; we know it's been a lot to ask.

Response from ZenSupplyMay 23, 2026

We sincerely apologize for the frustration and delay you experienced. After reviewing your order, we found that the lock was ordered without the cylinder selected, which caused the missing component. As soon as we spoke with you, we worked to resolve the issue by refunding the separate cylinder purchase and arranging expedited shipping for the correct item. We understand how important timing is when a project is on hold, and we regret the inconvenience this caused. We appreciate the opportunity to make this right and hope our efforts to quickly resolve the issue will help improve your impression of your experience with us moving forward.

Response from ZenSupplyMay 6, 2026

Thank you for sharing your feedback. We sincerely apologize for the frustration and disappointment surrounding your order experience. After reviewing the situation in detail with both our team and the manufacturer, it appears the product that was shipped was technically the correct item, and the handing of the lock could have been adjusted to match your installation needs. However, we completely understand that the finish did not meet your expectations visually, and we recognize that the overall experience did not feel simple or straightforward from your perspective. Donna and our team genuinely tried to work through the issue and provide guidance based on the manufacturer’s recommendations, but we understand that the proposed solution was not satisfactory for you. For that, we take full ownership and apologize. At the end of the day, our goal is always for our customers to be happy with both the product and the experience. While this appeared to be a relatively simple adjustment, we regret that it did not work out that way, and we are going to make this right by accepting the return and continuing to assist with the resolution. We appreciate your patience and the opportunity to improve from this experience.

Response from ZenSupplyApr 10, 2026

We completely agree that this is not the experience or process you should expect from ZenSupply. Clear, consistent pricing and transparent communication are essential, and we understand why this situation was frustrating. We’ve reviewed this internally and have already implemented an additional review of our process to help prevent something like this from happening again. Our team has also reached out directly, and I believe we were able to resolve this to your satisfaction. Thank you for bringing this to our attention. Feedback like this helps us improve, and we appreciate the opportunity to address it.

Response from ZenSupplyApr 7, 2026

We owe you a sincere apology. We dropped the ball here, and I understand your frustration completely. The finish you ordered carries a manufacturer lead time that we weren't able to meet on your timeline, and we're sorry for the delay. We should have communicated that to you immediately rather than leaving you waiting. I see that you requested a cancellation which I can confirm we have processed. I'm very sorry for delays to your project this may have caused.

Response from ZenSupplyApr 8, 2026

We're sorry about this. Shipping a partial order without communicating that to you is not the experience we want for our customers. I checked in with the team and we were able to work this out with you directly. If there's anything else you need, please don't hesitate to reach out. I'm sorry this didn't work out the way we had hoped.

Response from ZenSupplyMar 9, 2026

Thank you for bringing this to our attention, and we sincerely apologize for the confusion and inconvenience with your order. After reviewing your case, we identified that the product page description was unclear regarding the components included with the part number ordered. We have since contacted the manufacturer and arranged for the missing piece to be shipped to you so that you receive the full set you expected. We appreciate your patience while we worked through this and are glad we could help resolve the issue. If there’s anything else we can assist with, please don’t hesitate to reach out to our support team.