ZenSupplyReviews of zensupply.com

Response from ZenSupplySep 23, 2025

We’re truly sorry for the frustration here. We’ve reached out to you directly via Trustpilot to gather more details so we can resolve this quickly. To clarify: we do stock items and also ship from our authorized distribution partners to offer the widest selection and fastest delivery possible. We never intend to charge without clear communication on lead times. In your case, it sounds like the item had an extended manufacturer lead time, and we should have provided more proactive updates—our apologies for that. Please check your Trustpilot inbox so we can verify your order details, review the timeline, and make this right (expedite, alternative in‑stock options, or a refund if preferred).

Response from ZenSupplySep 16, 2025

We’re really sorry for the frustration here. It looks like there was a shipping error and UPS turned the package around in transit. We’re actively investigating right now, and a member of our support team will reach out to you right away to get this resolved. We know this isn’t the experience you expected, and we’re committed to making it right. If we do a good job getting this sorted, we hope you’ll consider updating your opinion of us. Thank you for giving us the chance to fix this.

Response from ZenSupplySep 11, 2025

Thank you for taking the time to share such detailed feedback — we truly appreciate it, and we’re sorry we let you down here. You’re absolutely right to expect next-day air when it’s confirmed, clear guidance on required mounting hardware, and timely, accurate communication throughout. We missed the mark on multiple fronts: Shipping: Your order should not have gone ground after confirming next-day air. That’s unacceptable, and we’re reviewing our order handling and carrier handoff steps to prevent this. Product guidance: If mounting hardware is required for your application, we should have flagged it proactively — especially after reviewing your photos. We’re adding clearer pre-sales checklists and application prompts for reps, plus updated product notes where mounting components are commonly needed. Confusing “complete your order” email: That’s on us. We’re tightening our automated messaging rules so urgent/expedited orders don’t receive contradictory communications. Quote turnaround: We understand the urgency, and delayed quotes cost you time. We’re implementing faster SLA targets and escalation alerts for time-sensitive requests. Your note about our team being friendly but needing deeper product familiarity is heard. We’re using this for targeted training and process improvements so we can deliver both the right answers and the right speed next time.

Response from ZenSupplySep 4, 2025

We’re really sorry about this—honestly, we blew it. Looks like a warehouse mix-up led to your address being changed, and we completely understand your frustration (especially when you can’t get a straight answer from UPS). That’s not the experience we want for you. To make this right, we sent another shipment of your items out immediately via next day air, straight to the correct address. You’ll have tracking info in your inbox shortly, and our team will keep a close eye on it until it’s in your hands. We appreciate you calling this out, and we hope this fix earns back your trust (and maybe even a star or two). Thanks for giving us the chance to make it right. If you have any more questions or need anything else, just reply here or email us directly—we’re real people and we’re here to help.

Response from ZenSupplyAug 25, 2025

We appreciate your feedback and are sorry for the experience you described. Fast, reliable service is our standard, and we clearly missed the mark here. Please reach out to us at [email protected] so we can review your order details and make things right. We make it EASY—and we want to prove that to you.

Response from ZenSupplyAug 25, 2025

Thank you for your feedback—we take concerns like yours seriously. At ZenSupply, we try to offer the deepest inventory online, but we clearly missed the mark on your order and communication. We’re sorry for the frustration and any inconvenience caused. We’d appreciate the chance to make this right and review your experience in detail. Please reach out to us at [email protected] so we can help resolve this for you. Your input helps us improve, and we’re committed to delivering the reliable, hassle-free service you expect.

Response from ZenSupplyAug 25, 2025

Thank you for sharing your experience—we’re sorry for the frustration and the delay you encountered with your return and refund. We aim for a smooth, transparent process and clearly fell short here. We’re always working to improve both our pricing and our service. If you’d like to discuss your order in detail or share more feedback, please reach out to us at [email protected]. We value your input and want to make things right.

Response from ZenSupplyAug 25, 2025

Thank you for sharing your experience—we’re sorry for the frustration, delay, and lack of communication around your special order. Our goal is to make ordering specialty products like Medeco deadbolts easy, and we clearly missed the mark here. We appreciate your feedback and are reviewing our process to prevent this from happening again. If you’d like to discuss your experience further or give us another chance, please reach out at [email protected]. We’re committed to earning back your trust.