Unserious company
Such a freaking scam site.. I've waited MONTHS for a game, when I canceled my order I didn't get my money back either. I rarely get pissed off but unfortunately, I am
1 February 2024
Unprompted review
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Company details
Written by the company
Sign up today for your Zentorno 1st. membership and experience e-commerce 2.0. One shop, one membership, thousands of products at lower than low prices (with free shipping). Welcome to Zentorno, shopping – made better. Zentorno 1st is an exclusive members club providing a wide range of products, for the entire household, successfully creating a one-stop shopping experience. A store, whether physical or online, is nothing more than a connecting layer between you and the producer. It is common for the stores to charge a huge fee for this simple service. Why should you pay, more to the store than the price of the product itself? The role of the store rapidly becoming redundant and outdated, which is why we are dead set on offering a better solution.
Contact info
Denmark
- hey@zentorno.com
- zentorno.com
This site must be a scam
This site must be a scam. My experience echoes every single review down below. Selling items they dont have in stock even though the site says it is "in stock. Still as Im writing this, it says its in stock. Their customer support tells me They have sent me an email notification that the item isnt in stock even though they have not. They are telling me the site says the item is on "back order" even though it still says its in stock. They are telling me I wasnt charged for the "purchase" even though I was.
I should have checked on here before buying anything from that site, I did think it looked sketchy and it definitely is. I am worried about the "membership". I bought something specifically at normal prize because there was no way I was going to become a member of a site like this. But even when buying at normal price, there was no way to press confirm without pressing "confirm membership and order".
Do not buy from this site!
25 January 2024
Unprompted review
Reply from Zentorno
Dear Niclas,
Thank you for taking the time to share your experience, and we deeply regret to hear that it has not met your expectations. We understand your concerns and want to assure you that our intention is to provide a transparent and trustworthy service to all our customers.
Regarding the stock discrepancies and communication issues you've mentioned, we take such feedback seriously and are currently reviewing our inventory and notification systems to ensure accuracy and prevent any similar issues from occurring in the future. While we strive for perfection, we acknowledge that mistakes can happen, and we are committed to continuous improvement.
As for the charges and membership concerns, we would like to clarify and rectify any misunderstandings immediately. We ensure that any charges made in error are fully refunded and that our membership process is clear and consensual. Customer autonomy and satisfaction are paramount to us, and we regret any confusion caused during your purchase process.
We are dedicated to resolving any issues our customers face and would like to invite you to contact our customer support directly, so we can look into your specific case more closely and work on a satisfactory resolution.
Please allow us the opportunity to regain your trust and demonstrate our commitment to excellence. Your feedback is invaluable to us as it helps us to improve our services and better serve our community.
Thank you once again for your feedback, and we look forward to hearing from you.
Warm regards,
Buyer Beware
Zentorno puts an extra item in your shopping cart (my wife did not notice this extra item). The extra item is not a one-time charge but a recurring item. I received and paid my my wife's credit card bill. It took me years to realize that we were paying Zentorno 274 SEK (27 euro) every month for access to their website that we used only once.
Zentorno would have a much lower Trustpilot rating and many more negative reviews if the company would not be in bed with Trustpilot. Even though I provided proof of purchase (my credit card bill) to Trustpilot they still removed my negative review of Zentorno. It is a fact that Zentorno's business model is based on consumers not realizing that the extra item is a recurring fee that will charge their credit card 274 kr every month until cancelled. To me this is not an ethic business practice. Amazon Prime charges a fraction (like 5 euros a month) of that amount to provide free express shipping of everything from A to Z of the world's biggest assortment, while at the same time giving you access to a top-tier TV service. Zentono is as far from Amazon as 7Eleven is from CostCo.
It will be interesting to see how long it will take before this review is removed.
@Trustpilot - happy to provide you proof of purchase again, but you will most likely remove this review anyway. This goes to show that you are not a friend of consumers but for businesses. I am sure they pay you for some kind of service.
31 May 2022
Unprompted review
Reply from Zentorno
Dear Sarek,
Thank you for your review.
We have no agreement or collaboration with Trustpilot whatsoever, and we do not pay Trustpilot for any services. We have no possibility to remove reviews, and thus if a review has been removed, it has been solely at Trustpilot's own discretion, and as such per their decision.
AVOID, SCAMMERS!!!
Same as everybody here, they tricked me into buying a 274kr membership. AVOID AT ALL COSTS.
And of course, ignore their comment below. The information about their membership is completely hidden. By "actively accepted", they mean you didn't notice the super small notice that it costs you 274kr per month. I never clicked on any button adding this subscription, it just automatically got added to the shopping card. Is that Danish for "actively accepted"?
They don't send ANY emails about you being subscribed, nor when they renew it, hoping you won't notice and get charged.
Their whole business model is advertising items for cheap and making up the difference by unsuspecting customers falling for the 274kr/m scam. I was lucky I noticed it early. Who knows how many people are still paying 274kr every month without knowing about it.
24 May 2022
Unprompted review
Reply from Zentorno
UPDATE:
Hi Mohammed,
Are you sure that you have shopped at Zentorno? You are indeed notified by e-mail regarding your membership and the associated charges. Furthermore, the information regarding the membership is, of course, not hidden - and it's not a "super small notice" either. Contrary, the information regarding the membership is actually more apparent in the shopping cart than the product you are purchasing. If you still are unsure of this, feel free to visit our website and initiate a purchase on our website and see for yourself how you are informed thoroughly throughout the purchasing flow.
Hi Mohammed,
Thank you for leaving a review.
The membership is entirely optional and is only required if you want to purchase a product at the reduced Zentorno 1st. Members rate. If you chose this, you are thoroughly informed of this throughout the checkout flow and in the order confirmation of the payments associated with the membership, and you can cancel your membership whenever it suits you - also in the free period. If you have been charged for the membership, you have indeed actively accepted the membership and thus authorized the payment.
If you have any suggestions as to how we could improve the information regarding the membership or if you have any concerns about our website, please reach out to us at hey@zentorno.com. Any feedback would be greatly appreciated!
Warning!
When you order you get at the same time a membership (about 27 euro/month). This is a very unusual ”trick” and I’m glad I noticed in time.
9 December 2021
Reply from Zentorno
Hi David,
Thank you for leaving a review.
The membership is entirely optional and is only required if you want to purchase a product at the reduced Zentorno 1st. Members rate. You are thoroughly informed of this throughout the checkout flow. Furthermore, it is not possible to pay for the membership with euros.
Zentorno will obviously claim that they…
Zentorno will obviously claim that they make membership clear, when they obviously do not. They know very well that they are misleading customers into “buying” membership which they don’t realise they are paying for.
This is clear and obvious, many people are being misled (you can see the negative reviews here), but their response is always the same.
They take no responsibility whatsoever for what they are doing. And they refuse to change, even tho’ they claim to be open to suggestions.
*people are being misled into a membership that they don’t want* THEY KNOW THIS! That’s how they make their money.
I can imagine they receive many complaints of this nature. People in Sweden are very trusting, and being English myself, even I am surprised that they have done this. Shame.
I will however say that they have refunded the money I asked for.✔️
But please, BEWARE, and always read the small print. I had not even realised I was paying for this, and when I looked back, I saw it on my email. BUT I still would not have understood what it was.
This needs to be make CRYSTAL CLEAR to potential buyers in the future.
25 April 2021
Reply from Zentorno
Hi Lee,
Thank you for your review.
I'm sorry to read that we have given you such a bad impression. However, I don't understand why you claim that we don't make the membership clear. Since the Zentorno 1st. Membership is the entire concept of our store, you are informed of the requirement of a membership whether it's the front page, product page, checkout page, or, as you say yourself, the e-mail.
We are genuinely open to suggestions, and our response is often the same since you don't present any suggestions other than "Make it more clear". We believe that the conditions regarding the Zentorno 1st. Membership should be as clear as possible, and we have, therefore, already taken action to present it as clearly as possible.
We honestly believe that the Zentorno 1st. Membership is as clear as possible, but we are open to all suggestions. However, it's hard for us to take action on your critic since you don't specifically say what should be adjusted/changed. Instead, you simply say that it should be more clear. Since we, in our opinion, already have made the information concerning the membership as clear as possible, it's hard for us to act on your feedback since it's doesn't contain any specific suggestions.
So as i guess many others i missed the…
So as i guess many others i missed the membership now after x-mas, i noticed some odd recurring membership, guess we are just too used to good and fair service in Sweden/Denmark that we wrongly assume that other services can be trusted. Staying with standards of cdon/amazon in the future thanks for the lesson. Though cant really give anything but a 1 for this kind of scam.
4 January 2021
Reply from Zentorno
Hi Wow/(mello),
Thank you for leaving a review.
Since we don't have any customers registered with the name "Wow" or "Mello", I can't comment on your specific case, but I'm sorry that you view our services as a scam. As an extension of not being able to identify you, I can't see whether you shopped at our Danish or Swedish site.
We try to promote the 1st. membership as clearly as possible throughout our website, and to ensure this, our Danish website has been reviewed and certified by the Danish Non-profit organization E-mærket that ensures that websites are operated legally and ethically.
In connection with your purchase of products on our website, you have been informed throughout the order flow that you are also purchasing a membership.
It is stated, for example, on the starting page, at every product, and on the checkout page. As a customer, you actively have to choose whether you want to buy a product at 1st. price or normal price. At the 1st. price we inform that you start a 1st. membership when you purchase a product for a 1st. price. A membership is also added to your shopping cart when you purchase products for 1st. prices for the first time. The payment obligation for the 1st. membership is as visible as the product you buy at 1st. price. Furthermore, you have received confirmation to your email with information about your membership when you placed your first order. In this email, the membership and the price per month is the first line in the order overview and is mentioned before the product that you bought at 1st. price.
If you have any suggestions as to how we could improve the information regarding the membership or if you have any concerns about our website, please reach out to us at hey@zentorno.com. Any feedback would be greatly appreciated!
All the best,
Team Zentorno
Rather shady site
Rather shady site. The 1st membership that so many complain about is described as a "free-trail" that can be "terminated during the trail period" with ease in your account settings when you make your first purchase. However, there is no way to actually cancel the membership for me, nowhere whatsoever. As the live chat has not been online since I first checked yesterday morning I have had to mail the company, requesting cancelation of the membership. I am excited to see how customer-caring the reply will be.
Prices with the membership are good, but a new concept with this type of service requires a good support-unit that helps uncertain customers feel safe. No phone number and a chat that has not been online for over 24-hours as of writing this review just is not enough today where competitors offer service by phone and live chat for many hours per day, some even on weekends.
Summary: interesting concept but the current membership model and support-unit will probably scare customers away. Wider support and easier handling of your account would give customers a bigger feeling of safety, as is needed with new e-commerce experiences. No one will return to a company they end up needing to pay for more than they believed.
18 December 2020
Reply from Zentorno
Hi Wille,
Thank you for the review and for taking the time to offer us such constructive feedback. We greatly appreciate it!
I agree that quick and efficient support should, due to our concept, be expected from us. Usually, our live chat is live Monday to Friday from 9:00 am to 4:00 pm (GMT+1), but throughout the last two weeks, we've had to disable it due to the massive traffic surge we've experienced due to the Christmas shopping. This demand surpassed our expectations by far, and in order for us to offer the best possible customer service, we've had to exceptionally turn off the live chat so that we could allocate resources to our e-mail support.
As a member of Zentorno 1st. you should expect an online live chat, and we doing our best to reactivate it as soon as possible. We are also actively working on offering our customer support via a phone number.
In terms of the process regarding the cancellation of your membership, you can easily cancel your membership from your account. If you're unsure as to how you do this, you follow our guide: https://zentorno.kb.help/zentornocom/how-do-i-cancel-my-zentorno-1st-membership/. It should only take a couple of clicks, but we are constantly striving on improving the cancellation process and making your options more transparent. As evidence of this, we have just (30 minutes ago) updated the "Membership"-page and "View membership" based on user feedback, making it even easier to cancel your subscription.
If you have requested a cancellation of your membership, I expect that you already have received a response from our customer support.
Wish you a merry Christmas and all the best
Team Zentorno.
Conmen. They charge a non refundable membership
If buying in Sweden. As I’m out of work I was looking for a cheap birthday present. I got last years FIFA 2020 from Zentorno at a good price. I then check my bank account and an extra 270kr has been taken from my bank account for a membership I knew nothing about. I can’t get the money back. An absolute scam. Read the small print. These types of companies prey on people not reading it. They won’t refund the membership. Conmen. Stay away
27 November 2020
Reply from Zentorno
Hi Michael,
Thank you for leaving a review. I'm genuinely not sure if you have mistaken us for another site.
1. Currently, we only sell to customers located in Denmark and Sweden. We do, therefore, only use the currencies DKK and SEK, and, as such, the British pound is not supported when shopping on our website.
2. If you were to convert the price of the Zentorno 1st. membership to GBP, the monthly price would be noticeably lower than £30.
3. You don't have to read "the small print" to be aware of the membership on our site. In fact it is stated in several places on Zentorno.com that the 1st. prices are only for Zentorno 1st. members and that one becomes a member when purchasing products at 1st. prices.
It is stated, for example, on the starting page, at every product, and under the “terms”. As a customer, you actively have to choose whether you want to buy a product at 1st. price or normal price. At the 1st. price we inform that you start a 1st. membership when you purchase a product for a 1st. price. A membership is also added to your shopping cart when you purchase products for 1st. prices for the first time. The payment obligation for the 1st. membership is as visible as the product you buy at 1st. price. Furthermore, you have received a confirmation to your email with information about your membership when you placed your first order.
Have a great weekend.
Team Zentorno
I found my favorite theBalm highlighter
After searching forever for it, I found my favorite theBalm highlighter.......It gives a nice and discreet glow, along with making my skin look young & soft. I cant wait to use this high lighter tonight for my bae's birthday.
13 November 2020
Unprompted review
Reply from Zentorno
Hi Katrine,
Great to read your review - thank you so much for sharing your opinion!
I'm glad that you like our assortment, and I hope that you continue to give us the possibility to impress you.
Have an awesome party and weekend!
Extremt dålig service
Extremt dålig service, ingen förvarning när de ska dra pengar. Testperioden avbryts direkt och de tar pengar från dig direkt. Avbryt medlemskapet så kan du inte använda de låga priserna mer även fast du har en månad kvar. Katastrof, jätte missnöjd. Ingen hjälp från kundservice heller.
Extremely bad customer support. I never received any help with anything I needed help with. I was charged of money way before my 14 fee days were over. And after I cancelled my membership (which there was no button or guidance for) I lost all benifits and could not buy a single product for the reduced price even though I was charged for a full month membership. Absolutely terrible, and when I needed assistance with the money that was robbed of me with no actual benefits or any service
6 November 2020
Reply from Zentorno
Update: Thanks for the update, Abelardo. Looking up your case in our order system, I see that you signed up for membership directly on the sign up page here: https://zentorno.com/shop/24/1st-membership-reactivation-274-kr-month/, and that you didn't buy any products, and, as such, didn't qualify for the free period. As we have explained to you numerous time in the customer support (even with highlighted screenshots), you were informed on the order overview and payment page that you had to pay 274 SEK immediately. The payment was verified through 3d-secure, which means that you, as the cardholder, had to verify the payment with your bank by either entering a password, a one-time PIN, or via an app. Your order confirmation also clearly shows that you paid 274 SEK immediately.
Hi Abelardo,
Thank you for the review! I have translated your review via Google Translate, so I'd like to apologize in advance if I miss something in your review.
If you want to access the products on our site at the Zentorno 1st. price, you need a Zentorno 1st. membership. If it's the first time you shop with us, the first 14 days of the membership are free. You are informed of the payment obligation of the membership throughout the site, on the product page, order overview, on the payment page, and in your order confirmation. You can cancel it at any point via your control panel with a simple click on a button or by reaching out to our support, and if you cancel the membership within the free 14 days, then you will not be charged.
If you cancel your membership within the free period, you will lose access to the Zentorno 1st. benefits, including the 1st. prices. If you have paid for the membership, you will have access to all the benefits for 30 days regardless, if you cancel the membership in the meantime.
I'm very sorry to read that you haven't received assistance from our customer support. You can always reach out to us at hey@zentorno.com, and we always get back to you within 2 business days - weekends and holidays not included.
Have a great weekend!
I've had a positive and fast experience…
I've had a positive and fast experience with Zentorno. My order came after 24 hours and customer service was really great.
23 October 2020
Unprompted review
Reply from Zentorno
Hi Karina,
Great to hear from you. We're grateful for the review, and we look forward to impress you again.
Have an awesome Wednesday!
Thanks for ps4 game i got it like they…
Thanks for ps4 game i got it like they promised and it won't take more than two days delivery i'm glad thanks again
10 September 2020
Unprompted review
Reply from Zentorno
Hi Jawid,
Thank you for your review! We're glad to read that you got your game two days after ordering.
Bad experience with zentorno.com
zentorno.com is a scam site. they charged me for a product which they never delivered, plus they sneakly gave me a 'membership' which was suppose to deduct money monthly from my account after a 'free' period of 2 weeks. Please note: i never ordered the membership. when i pointed this out they offered to 'cancel' the membership, and then still tried to deduct the money after the 'free' period even after cancelling the membership. It was lucky i had blacklisted them from my card before they could deduct further money. They then sent me an email claiming that my order is still in my cart and i never paid them (which i had), and when i looked in that cart it was that membership which i just got cancelled. All the red signs about this company says its a scam.
Edit: Adding this after answer from Zentorno below (4th September 2020):
1. i did get charged 2 days after i ordered my product. There was no reservation, the money was deducted from my account.
2. It's been 16 days (on the day of writing this) since i made the order, i still havent received it. Yesterday i received an email from your customer care that the product is on the way back to you, Today i got an email that you are reshipping it.
3. when i made the order online, it was not explained in a clear way about the membership. maybe redesign your website so customers dont miss that information like i did. I am sure i am not the only one who got 'confused'.
4. i shall edit my review after i actually receive the product i ordered half a month ago.
5. All above being said, i do appreciate you trying to get back to me to solve the situation rather than ignoring it. Like i said i shall edit my review once i get what i ordered.
Edit: (5th September 2020): I finally received what I ordered 17 days after I ordered it. Even though my overall experience with zentorno have been bad, I appreciate their customer care taking measures to correct things. But it took a lot of communication from my side to get that response. I will probably not do business with zentorno again anytime soon, but I hope no one else gets to experience all this. I am editing my rating from 1 to 3 stars (2 additional stars to the customer care for helping out in the end)
1 September 2020
Reply from Zentorno
Hi Nitin,
Thank you for your review.
I'm sorry to read, that we have given you such a horrible impression of our website. There are numerous elements in your review, which should never happen when you shop with us, and I'll therefore answer them in multiple points below:
1. We will never charge you for a product that we can't deliver. In fact, we'll only charge you once we have shipped your order. When you create an order with us, we instead make a reservation on your card. This reservation automatically expires, if we don't ship your order.
2. We do not attempt to hide our membership. In fact, our entire website and concept are based on our Zentorno 1st membership. When you shop with us, you either choose to shop at a higher, but still competitive, normal price, or you can choose to shop at 1st prices. We have set our 1st prices so low, that we don't make a profit when you shop at this price. Instead, the monthly fee of the membership covers our costs. This means that you save more, when you shop more. You do always also get free shipping and other benefits when you shop at 1st prices. A Zentorno 1st membership is, however, required to purchase at the 1st price. If you do not have a membership, when you purchase at 1st prices, you'll have to sign up for the membership. You are informed about the costs of the membership and the free period of two weeks multiple times throughout the webshop, and it'll appear in the checkout in the exact same way as the product you are buying at 1st price. You are also clearly informed about the membership and its fee in your order receipt, where it's, again, displayed in the same way as the product you bought at 1st price.
3. You are free to cancel your membership within the free period, and you will not be charged for the membership if you do this. We will never charge you for the membership if you cancel your membership in the free period.
4. I'm sorry to read that you received an e-mail containing a reminder to complete your order. You shouldn't receive this e-mail unless you had attempted to buy a product, but didn't complete the payment step. This e-mail has been disabled, and we do not remind our customers regarding their carts.
It seems like there have been several misunderstandings, and I, therefore, hope that you'll reach out to our customer support at hey@zentorno.com so that we can assist you in the best way possible.
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