Chris P.
HORRIBLE SERVICE
If I could give zero stars I would. I ordered a set on 09/03/2026. The communication I received stated that my mattress was on pre-order and that it's eta would be 09/07/2026. I was ok with that. My order came and I didn't not receive the Cocoshield Tatami mat that comes with it. So I reach out, no answer reach out again and the respond to say that if I review my order it clearly states that my item is on pre-order. So as a good customer who keeps great records I sent them screenshots showing that statement to be incorrect, that the mat has a note that says"preparing item for shipping". And the mattress has a note that says"item is pre-order and will ship when it comes in, ETA 09/07/2026. They responded to say that it will not ship until 09/30/26, I responded to say well in that case I'd like a 50% refund on the mat and an apology. Them some other CS emails and says "thanks for your purchase, it'll ship soon". Nope, unacceptable, you're now going to be flammed on everyone one of your platforms until I get an apology and a refund and my mat.
Response from ZonliSep 11, 2026
Hi Chris, Thank you for sharing this, and we’re truly sorry. This is not the experience we want you to have. We’ve reviewed your order and the screenshots you sent. The pre-order information on the page was not displayed clearly enough. That’s our mistake, and it caused exactly the confusion you described. We’ve flagged this to the relevant team to adjust the page. We’ve also specially sourced the missing Cocoshield Tatami mat from another channel and arranged shipment for you. It’s being processed now. The resolution options have also been sent to the email on your order—please check when you have a moment. We take your experience seriously and want to make sure this is properly resolved. Again, our apologies, Chris. Best, Zonli Home Team