Terrible customer service, poor furniture quality
GARDENA, CALIFORNIA -- My boyfriend and I purchased a queen bedroom set from Z Gallery, in Schaumburg, IL, the overall experience was a disaster.
Delivery: they delivered everything but the footboard to the bed, which means that we could not place a mattress on the bed, hence we could not sleep on it. The delivery men had no idea where the piece was. Worst of all this was on a Thursday!!
Quality: extremely disappointing for the price; a $2000 set, including a bed, 2 nightstands, and a dresser (no mirror). The dresser was scratched across the bottom. Furthermore, the handle fell off of one of the drawers the first time I opened it.
Customer Service: Terrible, horrific!!! I called to ask why the footboard was missing, and I was informed that the sales representative who sold me the piece at this location, and charged me full price for the bed, had failed to enter the sku number for the footboard. The people in the warehouse thought this was perfectly normal, and nobody ever got in touch with the store or with me to double check whether this was a mistake.
Apparently, this piece was in the warehouse in CA and wouldn't be sent to Chicago for another 2 weeks. I told the customer service consultant (I believe her name was Nataya, not sure about the spelling) that this was unacceptable as we did not have a bed to sleep on and that the piece should be overnighted to us. She said she would call me back. Not only did she not call back, I had to call again after 3 hours of awaiting patiently, and after being placed on hold for 30 minutes, I ended up speaking to the same representative who said she had been too busy to call back. After speaking to a supervisor (Omichalon, again not sure about the spelling), I was informed that they weren't even sure if they could ship the piece at all, and that she would call me back. I never received a call back, I called once again at the end of the day, and spoke to a different supervisor, Jennifer, who told me that the previous supervisor was now on lunch and would call me back with an answer as to when I would receive my bed.
No solution: neither supervisor called me back, they tried to tell me that they would give me a gift card once the piece arrived as if they could place a prize and a dollar value on the quality of my sleep (my boyfriend and I had to sleep on the couch). Her offer was insulting, as if a gift card would make up for their colossal mistake and lack of customer service!! I could not deal with them or the situation any longer having been ignored the previous day, so my boyfriend called back the next morning to be told that the piece would be sent through standard delivery and would take 5-7 business days, and this was on Friday. He told them that it was despicable that nobody ever called me back to inform me of this, moreover, he had personally gone on the Fedex website to assess the cost of this overnight delivery from CA to Chicago, and it would have cost Z gallery $150, relatively inexpensive for their mistake. He even told them that whatever gift card they offered to us, we would be happy to apply that to the overnight costs because we were not interested in a gift card, but rather in receiving the furniture we had paid for. It's not as if I was missing a nightstand, which I can do without for several days, but not having a bed is quite a different story.
In the end, we have spent the last 3 nights sleeping on the couch, and have no idea what the compensation will be because apparently they will decide that at delivery time. I wasted almost an entire day between the delivery and the time on the phone, several uncomfortable sleepless nights, and to top it all off the quality of the furniture was poor. Truly overall an extremely disappointing experience!! I should have read all the reviews on here before purchasing from this horrible company, and in this economy for them to be pulling this is absolutely unacceptable, they are lucky they have a policy where you can't return after 3 days of purchasing because I would have returned the set immediately.