Bests & Worsts Reviews from Amazon

I would have given this product 5 stars but now I am giving it only 2 because of the customer service experience. When I rate something, I consider customer service as part of the product since you also pay for the warranty and not just the item. Zinus' customer service does not seem overly concerned with how timely they are fulfilling customer service requests. That being said, I think Zinus' products are of high quality but customer service experiences like that will inevitably sway people away from buying more of their products. Below is description of my customer service experience and I hope it helps someone who is considering buying this frame. The frame came and I installed it without issues. The instructions were super easy and the materials seemed to be of high quality. However, during installation, the frame at the base of the bed broke on one of the edges and now the bed frame is squeaking every time we make a move in the bed and we fear that the frame will collapse at that weak point at any moment. That same day that, I contacted Zinus customer service support through their online form. This was at the end of July. It took them nearly a whole week to reply to my customer service request and I had also tried to call them on their phone number but no one ever picks up the phone. They finally replied via email on August 4th, I immediately submitted a reply with the required information and it took them 4 days to reply back to me and they said that they have replaced the part for me and they gave me a FedEx tracking number. I was very happy that they gave me no trouble about the replacement part and that they were willing to send me the part. However, as time went on, the status on that shipping number never changed from "Label Created". I gave it until August 14th( 6 days after they provided me the tracking number ) in the hopes that the item status may have just not been updated but that may be the item was in transit. That was not the case and the item never shipped and so I emailed customer service again. It took them 6 days to reply to that email even after I sent another email asking them to respond to my previous email which explained to them that the item was never shipped. On the 23rd of August, nearly a whole month since first contact, the customer service rep finally responded and said that the label has been lost and that they have created a new one and they're shipping the part overnight! I was excited to hear that and I was looking forward to fixing the bed frame. Today is August 30th and the new shipping label still has a status of "Label created" and there is no shipping update and no shipping date in sight whatsoever. I contacted customer service a few days ago and I still have not heard from them. It has been over a month since I tried to reach out to customer service regarding my broken frame and I still do not have any idea if I will ever see that replacement part. If you are lucky to never have anything broken on this frame, then you will be fine. The frame does seem sturdy and it may hold well. However, if you need to replace a part, return the frame, or experience anything that makes you have to deal with customer service(although they seem to be nice people), you may regret your purchase due to the slow response time. I hardly write bad reviews, but I am very dissatisfied with Zinus' customer service experience. If they improve this in the future, I may consider buying Zinus products again but for now I am going to skip any of their products since I am not confident that their customer service team is up to par with the demand for their products and so I don't want to end up with a broken item that I cannot fix and is cumbersome to return.