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Complaint about customer service and product quality
Posted by Yannick on 12/06/2006
NASHVILLE, TENNESSEE -- I write this e-mail to inform the audience about the so-called "service" Z gallerie delivered us in its shop in Nashville, Z gallerie store #82 located 2126 Abbott Martin Rd.

TN 37215

Here are the facts:

I bought last summer a large number of items for a total of 5774 Us Dollars (mostly furniture) and ask for a delivery by the end of September. As I was relocated by my company, in Nashville , I was expected this furniture to be able to settle down with my family in my new place.

First Problem : The delivery was never made... I called the shop , being informed that the table I ordered was discontinued, therefore all the delivery was cancelled ... Never been contacted , first bad impression.

Second problem: Due to the fact that the table was discontinued, I went to the shop and selected an other table (Promises, promises it is available) and scheduled a new delivery - 3 weeks delay... very good news....

Third problem: Finally, the table was delivered BROKEN on the October 5th, 2006 !!!!!
we did not realize that the table was broken because it was the extension kit (Not visible at the delivery time).

So go back to the shop, there the manager informed us he will have to visit us and identify the problem, We add to call him 15 TIMES and eventually he came to our house and obviously report the problem and ask us to wait till the company in charge of shipping came and pick up the table (20 phones calls till the shipping company came). Off course, they are protected as they don't have the furniture back, no chance to get your money back.

Fourth problem: Finally, the delivery company came to pick up the table and chairs on NOVEMBER 14th (6 WEEKS between broken table delivery and pick up)

Last problem: We are now on December 06th and STILL NO MONEY REFUND on our account (obviously we call every day and the answer is always the same, promises, promises, the Headquarter is dealing with the issue.....)

You can imagine how irritated we are!!!

I sent this e-mail to the HQ customer service in California, I did not receive any answer...

Conclusion: Caution with this Z Gallerie company , ready to steal your money, but inefficient on product quality and customer relationship.

     
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Posted by dfields on 2006-12-14:
This is very unfortunate and seems to occur all the time. If I were you, I would contact the State Attorney's office and the FTC and the BBB.

You stated a cost for furniture. Was that cost for the table and chairs only?
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Buyer beware
Posted by F'd_customer on 01/05/2011
I purchased a leather recliner 2.5 years ago, cost $1100. The leather on the cushion appeared to flake away 2 months ago. Z GallErie told me they only warranty the leather for 1 year. I guess its my bad, as I could have read the warranty and chose to not buy based on that, but friends of mine who have the same chair (and 4 kids jumping on it) have had no issues. I travel a lot, hardly use the chair, so I suspect I got a lemon.

Buyer beware. I won't be patronizing Z GallErie again. You'd think for $1100 bucks there would have been some consideration. Don't expect any from this company. They follow the warranty to the letter. For such a supposed premium company, very disappointing. High margin, low quality - the American way. Thumbs down.
     
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Posted by Alain on 2011-01-06:
For $1,100 I agree with you, they should have product that lasts longer.
Posted by Jeff on 2012-07-15:
I have the same issue - leather recliner Chair (Z Gallerie) peeled. This is definitely not $1100 quality. I sent Z Gallerie 5 emails - no return, even from the President. I guess they are not interested in our business. At this point, I don't know if I'm disappointed with the chair or Z Gallerie. Has your issue been resolved, If so how?
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Inept Sales Rep! Horrible Customer Service!
Posted by Boyd672 on 10/08/2007
SAVANNAH, GEORGIA -- We special ordered a sofa and chair from the Z Gallerie in Atlanta (cost of $2000). We drove 4 hours to Atlanta from Savannah, to special order the Mammoth sofa and chair. We chose a tan/beige/light brown color from the swatches shown us by the sales rep, and were told that it would take up to 10 weeks for the sofa and chair to be delivered. We said fine. When the sofa and chair were delivered, they were the wrong color. It turns out we were shown the wrong swatches at the store, but of course, no one would own up to that. What makes it worse is that I had asked the store to send me the swatches 3x after we got back to Savannah, just to be sure we really wanted the color we ordered. The swatches arrived the same day the sofa and set were delivered, and of course they were nothing like what we were shown at the store. Also, what good was it when we got them the same day the couch was delivered?

Now, the clincher. Z Gallerie are saying that we have to pay a restocking fee of $430 AND a delivery fee of $315, for them to take back and replace the sofa and chair. How crazy is that??? Turns out that we were misquoted the delivery fee by the same sales rep!! Go figure. I mean, if we had known it would cost $315 to deliver (because we were out of the 'normal delivery zone'), we would definitely have thought twice about buying from them, regardless of how nice their furniture is!

We are still waiting for this mess to be resolved. Wish us luck.
     
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Terrible Service, Lousy Policies
Posted by Rotex29 on 08/09/2013
NAPLES, FLORIDA -- Went to Z Gallerie to purchase an area rug. I've spent a ton of money this location in Naples. Manager tells me that I have to order it online. I told him what if I don't like it? Then he tells me that if I don't like it, I have to send it back to the manufacturer at my own cost. What ???

Ok, so if I order the rug through Z Gallerie, pay Z Gallerie, but they take no responsibility. This makes one hell of a lot of sense. Why wouldn't I just order from the manufacturer? So I called customer service at Z Gallerie to get an explanation and the explanation was as stupid as the policy. They said "that's the way it is, if you don't like the rug, you take care of it". "But I am buying it from Z Gallerie".

I told them I might as well call the manufacturer and order directly then. They said that wasn't possible. Naturally. So let me get this straight, Z Gallerie wants the mark up, with no in store sample, or any customer service, but they want to sell rugs? So I say to them, "get out of the rug business and stop stealing from your customers!" This makes no sense at all, dealing with a company that takes your money but washes its hands of any further action after this.

Frankly, their attitude is lousy, they never seem to want to help, and somehow working in retail allows them to think and behave like they have a loftier position in life than their customers. The whole thing stinks and I'm not interested in dealing with them much longer.

     
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Posted by Carolyn on 2013-10-08:
If you purchase anything in the store that is furniture they won't return it and if they will they charge a 30% re-stocking fee! Spread the word via social networking to warn people not to shop there! The managers have no heart and their sales employees won't tell u this policy if you ask them if your item is refundable! Horrible
Posted by Janet on 2013-10-08:
Dont Order On-Line and NEVER use a Z Gallerie charge card!

I have been waiting for over a month for Z Gallerie to post a credit to my Z Gallerie charge for an item that I cancelled two days after I ordered it. Three times customer service has said they posted the credit to my charge and they have not. Each time they were apologetic and said "Oh, I dont know why it didnt post, we will take care of it right now." The credit card processor - Comenity said there is nothing they can do until Z Gallerie posts the credit. So I have a bill for $571 that Comenity expects me to pay for an order that was cancelled and merchandise that was never received. BTW ... I was within the three day cancel timeframe so Z Gallerie has no issue with me cancelling the order. This is the WORST customer service I have ever encountered. Its too bad, because the people in the stores are very nice. IF I ever shop at Z Gallerie again I wont use their credit card. Wish I had read these posts before I spent a ton of money with them!!!!!
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Delivery Problems
Posted by Scoopertwa on 06/26/2013
NORTH PALM BEACH, FLORIDA -- I was told that it would take 7 - 10 days for delivery for a buffet I purchased. Three weeks later, I get a phone call and am told that I have to take delivery on a specific day/time - or else wait another 2 weeks for delivery. If I don't take delivery (at their convenience - not mine) - I will have to pay a re-stocking fee. I then hire someone to be at my house so that I can take the delivery at the specified time. Today, I get a phone call from the delivery company - changing the time again to a time I am not available. I spoke to Z Gallerie - which offered no help.

So much for customer service.
     
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Worst Experience Ever!!
Posted by Hotelbiz4u on 01/19/2013
BEVERLY HILLS, CALIFORNIA -- My wife purchased a painting and wanted to exchange it with a different painting to match the decor in my office. The store manager Michael was very rude and would NOT exchange it! She left the painting there and now we must take them to small claims court because even their customer service was no help and will not issue a future credit and now they are claiming the painting was thrown away, discarded because we didn't come back to pick it up?

I wonder how long Z Gallerie will stay in business by the way they are treating their customers? Hopefully, you will NEVER shop from them!!!
     
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Posted by leet60 on 2013-01-19:
I don't undestand why, if the store would not exchange the merchandise, it was left behind at the location???
Posted by madconsumer on 2013-01-19:
why would you leave the painting there without proper of return?
Posted by At Your Service on 2013-01-20:
I appreciate your frustration, but might suggest a little different perspective on the issue you are having.

When paintings are generally sold within a gallery, there is a commitment to the seller as well as the artist. It is not like any other common retail environment when one might be able to purchase mass produced wall art.

Hopefully you can understand that they cannot go back to the seller, let alone the original artist and undo a purchase contract. The artist is due their price and the seller theirs. So you see, there is a lot more involved with the transaction than just a single transaction.

I would greatly be surprised if they through a piece of art away as that would be highly rude for any artist. However the gallery is under no obligation to care for the work once it is left. They have not agreed to care for the work and, by simply leaving it, have done something in the law termed abandonment. It would not be improper for anyone within the gallery, including the head matron, manager or supervisor, to retain the work for themselves -- much like finding the work within the trash.

If you don't mind me asking, how much was the work valued at? How long had it been left at the gallery?
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Poor Quality and Customer Service
Posted by Walter_Keith_v on 10/15/2012
NASHVILLE, TENNESSEE -- We bought son new items for our baby's room. Of course we wanted the nice chandelier and some wall hangings. We put up the chandelier first and discover some of the crystals are already broken. Luckily we didn't want to put all of them on anyway so it wasn't a big deal (although the chandelier was very expensive to have broken crystals). Second we hand up a plaster giraffe head. It seemed a little unstable and we called the store to make sure the correct attachments were included. After their confirmation, the giraffe head came crashing off the wall and broke into pieces. We went back to the store and discovered they were using different attachments in the store to hold up the giraffe head. We are trying to get our money back and corporate wants proof that the fixtures are not the same. For as much as the products at this store cost, I expect much better quality. I'd like to actually use what I pay for.
     
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They Use Your Money as Cash Flow. Items in Backorder Never Arrived
Posted by Dmariop2000 on 09/16/2012
ALPHARETTA, GEORGIA -- YOU WILL NEVER WANT TO ORDER SOMETHING here if they have not the item at the store.

For twice I tried to get items from this store in Atlanta, Georgia and this people messed with me. In March of 2012 ir ordered 2 mirrors and paid for them, with the manager promise to get them on 30 days. However 60 days later the items still on backorder and when I asked for a real estimated time, the store manager say " its nothing I can do, wait for another 30 days or cancel your order.

In June 5th of 2012 I decide to try lucky with other store, this time with a rug and one more time they have not the rug in store. So I placed the order with a 60 days backorder. Up today Sept 15th 2012 the rug still on backorder and the store manager give 1000 apologizes but not a solution except to cancel the order.

This is my theory...the store collect money from the customers in every order. They filled the racks only with some items and work with the clients money, until the client complains for items that never will arrive. Easy way to avoid paid interest for a loan, becase they don't pay interest to the clients. That way the stores has a permanent cash flow without incurre on banks fees. I wonder if that is LEGAL ?

     
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Poor Product Quality
Posted by Jgordon2727 on 09/14/2012
We purchased a leather sofa from Z Gallerie around 2 years ago. The quality is awful and the leather is disintegrating. I contacted them a while back and was told that their product warranty is one year. They showed no interest in dealing with this issue in any way.
     
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Montecito Dining Table Purchase.
Posted by Tawniamv on 07/11/2012
defective table
defective table
CORONA, CALIFORNIA -- I ordered the Montecito dining table on 5/28/2012 (order number 0528289LQIO) at the Corona, CA location. The table was delivered on 6-8-2012. Before the delivery guys left, I asked them to extend both leaves on either side of the table. One side of the leaf was hanging, and would not stay up on one side. The delivery guy looked under the table and told me that two screws were loose. He said he had tightened them, and the table was now ok. The leaf was now able to stay up where it was hanging before. I noted this on my delivery slip and they left my home. After they left, I had tried to put the leaf down and extend it back up again. It would not stay in place, and again was hanging on one side. When my husband and I inspected the table, we noticed that there were two big bolts completely missing from under the that side of the table leaf. It was after hours for customer service, and since it was a Friday, I waited til Monday to contact customer service. On 6-11-2012, I contacted customer service and spoke with someone named Orion [snip]. She advised me she would be sending me an email, and I needed to reply to the email with an attached picture of the hanging leaf and describe what was wrong with the table. I did this, and she replied via e mail on 6-14-2012 stating that she processed a replacement for the table, and I should allow 1-2 WEEKS for delivery of the new table. On 6-20-2012 I received a call from someone saying they were calling to schedule a time for a technician to come and try and FIX the table. I was confused since a replacement was already ordered. The technician said he would contact customer service and confirm. Another customer service representative then called me right after saying that instead of them replacing the table, they were now going to try and fix it. I scheduled the technician to come out on 6-21-2012. The technician showed up with the wrong bolts! None of the bolts he brought fit my table. I was furious, so I then attempted to contact the original customer service representative Orion [snip] by email after the technician left, so I would have documentation. She never replied to my email, so I then called customer service and spoke with a manager who told me she was now going to follow through with sending a whole new table. The new table arrived on 7-6-2012. Again, after assembly, I asked the deliver guy to extend the leave on both sides. AGAIN, one side of the table was in poor condition. It was uneven in the middle and looked as if the middle of the leaf was warped or uneven, causing it to dip in the middle and not lay even with the end of the table. The delivery guy tried and tried to fix it, but nothing worked. He told me I would have to contact customer service again. I made a note on the deliver slip, and he left. I immediately called customer service and asked to go directly to a manager. I was directed to "Chantel" who was very apologetic and asked me how I would like this situation resolved and what I expected Z Gallery to do. I told her, I just wanted the table in good condition and I wanted to stop this ridiculous process once and for all. She said I could get my money back for the table, have ANOTHER (third) table ordered, or pick something else from the store of equal value. I chose ANOTHER table to be brought. She said she was going to order the table and have it on the next delivery truck and someone would call me this week ASAP. She also said that because I have had such a terrible experience, that when and if I ever got a satisfactory table, she was going to make sure I got "compensated". She didn't exactly say what that meant. She said if the third table was to my satisfaction, I needed to call customer service again, and she would write in the notes for them to compensate me. It is now Wednesday 7-11-2012 and no phone call for the THIRD delivery, and no calls from customer service.

I am livid over this situation. I have never ordered from Z Gallerie before, and I will NEVER order again, unless Z Gallerie makes this situation right. I have been more than patient and have not once gotten upset or been rude to any of the deliver people or customer service support. At this point, I feel like I am not being treated fairly considering the many problems I have encountered with this purchase. From the deliver service not assembling the table correctly the first time, from the confusion with the table being fixed or replaced, to the technician not knowing what bolts to bring for that table, to the customer service just pacifying me. Enough is enough, and I expect resolution and a formal apology.









     
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Posted by Alain on 2012-07-13:
Looks like they sent you junk and then gave you a run-around. Contact the California consumer agency via http://www.dca.ca.gov/about_dca/contactus.shtml You may wish to file a complaint at http://www.ftc.gov/bcp/index.shtml as well. Thank you for the waring about not shopping at Z Gallerie.
Posted by Molly on 2014-04-07:
Did you ever the the table?
Minus all the run around - do you like the table?
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