No replacement for faulty product
I ordered a Zonky for my kids for their birthdays. After one use, stitching on the thinner big piece came apart, presumably because the material hasn’t been cut big enough. I got in touch with Zonky and they send out a replacement cover for that piece. A couple of weeks later (bearing in mind the weather has been great so we’ve mainly been outside), the stitching on the thicker big piece came apart. I emailed about this almost three weeks ago now and they still haven’t sent a replacement cover. They take a very long time to reply to emails, haven’t replied on Facebook Messenger, nobody answers their phone, it just rings out… someone did reply to me on Instagram after I’d messaged a few times only to tell me that the issue had been resolved with a £10 refund. The £10 refund was a retrospectively-applied welcome offer that was sent to me before the Zonky even arrived because I’d forgotten to apply it at checkout. The customer service representative who replied had clearly not read the emails I’d sent and received from their colleagues. I’m sure most customers have a great experience with their Zonky, but for those who receive faulty items like me, it’s a long, long battle to get what you’ve paid a lot of money for. It arrived on 10th July and the kids haven’t been able to use the main piece for half that time as we don’t want them to make the holes bigger and damage the cushions inside. The entire conversation since the second piece came apart has been farcical and I would not recommend Zonky to anyone.
