Z Gallerie

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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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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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Z Gallerie sells overpriced poor quality furniture (made in China)
Posted by Done with it on 12/10/2010
A few years ago I paid about $250 for a black glass console table plus the $95 shipping. The table was left in the corner of my house and got virtually no use. It was just for show. But Within a year the black film behind the glass which gave the table its black appearance started peeling off. This cause the table to look like there were pockets of air or water underneath some areas of the glass. I called the customer service to complain about the product and to ask for a refund or exchange or store credit or some kind of compensation because I was shocked that they had taken my money in exchange for a 'lemon' of a piece of furniture. They said there was nothing they could do because it had been over a year and the manufacturer warranty ran out. It's hard for me to believe that their is nothing they could do. It's more believable that they didn't want to do anything.
I admit that their furniture has nice design to it. It looks good from far away. So several months ago we went ahead and bought a sofa from them. Upon closer inspection I could see that the nail heads in the sofa which were part of the design of the sofa were not individual nail heads but in fact all the nail heads were fused together, kind of like a string of beads to each other. How cheap! Buyers really must beware when buying from this company. I would not have thought to closely examine the nailheads in the store when purchasing their sofa. I had just assumed that any decent store selling a sofa for +$700 would use individual nailheads in the design. Ikea makes better furniture! I didn't bother to call customer service about this as this was not a manufacture defect but done intentionally and I should have seen this in the store. That's what customer service would have said I assume...
A few months later, my husband and I were desparate for a dresser. We ordered one in July and it finally got delivered September. Several weeks after getting it, I noticed that it, too, was poorly made. I had not noticed earlier because it took me two months to start putting my clothes into the dresser. We had just moved and I also have a one year old so there were just more important things to do than put mine and my husbands clothes away in the drawer that had already taken 2+ months to arrive. Anyway, on the dresser, I noticed that they had oversprayed the lacquer onto the mirror facing, in addition to their being undersprayed areas on the dresser as well. And there are just other small details that scream that the dresser was made in China by people who don't care about quality. I was able to tolerate these flaws because I thought that I could fix it myself but after seeing the cheap paint get discolored because I had my TV sitting on the dresser, I had to call.
The resolution was that there was nothing they could do (or wanted to do). Their reasons: As far as the paint overspray and missing paint in some areas, this was something that I should have addressed with them when the furniture arrived. So if that had been the only problem, I guess I would have been stuck with the dresser, still. As far as the top of the dresser becoming discolored because a plasma TV on its stand had been placed on it goes, they say it could have been the TV's fault. So let me get this straight, I set my TV on the Z GallErie dresser (what a crazy idea. Who sets their TV on top of their dresser, right?) and this TV had previously been sitting on a glass entertainment center and on a different dresser at my previous residences and nothing had happened with the other furniture, but the discoloration on the Z GallErie dresser is my TV's fault. So everything else about the dresser indicates that it was of poor quality, but the paint they used happens to be of excellent quality and the protective pads under my TV stand was so awful that it damaged the paint on this particular piece of furniture?
My whole experience with buying and owning Z GallErie furniture has been awful. They won't admit that they sell overpriced but cheaply made furniture and will blame you when something goes wrong with it or make their warranties expire right before their furniture starts to breakdown. I will never buy from them again because I don't want to be paying a lot of money for cheap items and furthermore, I don't like how customer service blames the customer and is unwilling to compensate. Buyer beware!
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Posted by Anonymous on 2010-12-10:
On my local news today, they had a story during their Consumer Reports section and they were advising to avoid buying anything made in China.
Posted by MRM on 2010-12-10:
But avoiding products made from China is impossible!
Posted by MRM on 2010-12-10:
I have a Champion backpack made from China and its holding up pretty well for 5 years now. Im shocked when I looked at the tag.

I bought the Champion backpack $10 at Big Lots and I have bought two of them.
Posted by Amarie4 on 2010-12-10:
I have to ask - If you were so dissatisfied with the quality and customer service, why did you order from them no one but TWO more times? Fool me once...
Posted by jktshff1 on 2010-12-10:
MRM, yea, kinda like avoiding sodium.
Posted by Anonymous on 2010-12-10:
Or sugar
Posted by Amarie4 on 2010-12-10:
Posted by done with it on 2010-12-12:
Amarie4, to answer your question, I should have known after the first time but I chalked it up to being a one time fluke incident and thought that perhaps their other products were made better. The second time, I went into the store and sat on the couch and touched the material and checked out the overall frame but didn't examine the nail heads. Because I didn't have any reason to think that they would use a nail head "trim". I didn't know such a thing even existed. But when I did notice I decided it wasn't worth calling customer service and have to wait for a new couch, stupidly assuming that they would work with me to get a new couch or give me store credit, at least. If I had experienced the same unwillingness to remedy the issue that second time, I definately would not have bought the 3rd piece of furniture. And the only reason I bought the 3rd piece was because we had just moved and needed a bedroom dresser. I saw one that looked nice online and went to the store to make a purchase asap. The store did not have the exact dresser for me to look at and even if they had, I am sure it would not have had paint missing or paint overspray on it.
All in all, I was a stupid consumer and this experience has opened my eyes. I have bought more furniture since and none of them made in China. It took me a while to fine them and took me even longer to convince my husband to pay the extra money for it. They were made in the USA and I absolutely love them.
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Very Satisfied
Posted by Jenn123 on 08/15/2010
ARIZONA -- After reading so many negative reviews I wanted to take a moment to post how satisfied I am with my purchase from Z Gallerie Furniture. I found the online store for Z Gallerie before relocating to Phoenix and immediately began stalking the "Stella" sofa for several months before hand and have to say I read many of the negative reviews and almost decided not to purchase this sofa from this store. However I ended up changing my mind one evening and went to one of the stores in Phoenix. I was pleasantly surprised as I arrived at the store just 10 minutes before closing time. The sales representative couldn't have been more helpful. She sat with me and patiently assisted me in picking out the perfect fabric and went out of her way to be more than helpful. I ended up keeping her about 30 minutes past closing time but she never rushed me. The next issue I was concerned about was delivery. I was told it would be 6 weeks but within 3 weeks the delivery company contacted me and had received my couch for delivery. They were on time 2 days later, polite and professional. The couch is so comfortable, well made and I'm absolutely glad I purchased it from Z Gallerie.
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Posted by Alain on 2010-08-15:
If a company does well, it deserves a compliment. Thanks for the review!
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Poor Customer Service
Posted by Broberson on 03/30/2009
DALLAS, TEXAS -- I am writing to express my frustration with Z Gallerie's customer service. My husband and I were given the Borghese Mirrored Night Stands from Z Gallerie as a gift for Christmas, but didn't actually receive the night stands until February because they were "damaged". When we finally received them, one of the night stands was still damaged. I called to get a replacement and was told that another would be sent to us in 3-4 weeks. 4 weeks later when I called to follow up, I was told that they would not replace the damaged piece. They had 2 options for me, to return the entire purchase to my credit card or get a replacement mirror top for my damaged night stand. I opted for the replacement top, but expressed my frustration to the customer service representative that this had not been discussed with me 4 weeks ago when I called to get a replacement piece! Finally, we received the replacement mirror top on March 28th, it arrived via UPS and was sitting outside my door yesterday when I came home. I'll have fun prying off the damaged mirror top on one of my expensive night stands myself!!!

I can't believe they sent it this way! I will never purchase anything from Z Gallerie again! Horrible, horrible customer service. I can't believe they can run a business this way.

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Posted by Anonymous on 2009-03-30:
I understand your disappointment. You must really want/like those nightstands! If so, I suggest you take it to a professional to have the top replaced.
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Z Gallerie Horrible Service
Posted by LKL on 01/23/2007
SHERMAN OAKS, CALIFORNIA -- Zgallerie/Sherman Oaks, California
Back in August 2006, I ordered a couch from ZGallerie (at the Sherman Oaks store in CA, if that matters). They told me it would take 8 weeks maximum for delivery because it was a special order. It is now January 2007 and I still have not received the couch. They have not contacted me ONCE! I've had to call and find out where my couch is each time. They blame the manufacturer and keep pushing me off. They offered to ship my other merchandise which included a side chair with no shipping charges. After missing two hours of work, the chair was delivered damaged and had to be sent back. The response, "sorry for you inconvenience." That's it. They are absolutely horrible.
They also lied to me about giving me $250 credit toward the side chair due to my late arriving couch.
Additionally, they were aware of the problems with the manufacturer back in May ’06 but neglected to take action therefore causing over 200 orders to be back-ordered. (the customer svc rep let this slip while I was asking her why this was taking so long.) That is probably why she lied about giving me $250 toward the side chair --- to shut me up.
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Posted by ickflorida on 2008-11-24:
Don't buy from Z Gallerie. One Word... HORRIBLE! And I can promise you they don't care about you once they have your money.

We ordered two Large Planters Buffet's from Z Gallerie which we understood would need to be delivered and would take 2-3 weeks. On August 20 (2 weeks later)one of the two was delivered - and was broken. The delivery company had no idea it was two to begin with. We refused the one item and they left. Now the fun really began.

Z Gallerie made no follow-up contact with us. Finally, late August, I contacted Customer Service and they said they would need to re-order the items and that would take 6-8 weeks. We decided to wait.
On October 13th, two buffet's were delivered. Again, one was broken. We kept the other one.
Weeks went by - no follow-up, no calls.
On October 30th, I contacted customer service. They indicated they had no more and did not have a projected delivery date. I requested a refund on the second item.
November 5th - I contacted Customer Service again because no refund had been processed. Not only that, she had no record of our issue. I communicated all of it again and she indicated she would issue a refund immediately.
November 19 - Z Gallerie called and spoke with my wife. They were waiting on the return of the broken item - which we never received.
November 24 - I contacted Customer Service today to find out what was happening. They are waiting for their delivery company to confirm that we had denied the second piece and that they still had it. They would not refund our money until that was completed.

I'm absolutely furious. They've had our payment since August 9th ... 3 MONTHS and no resolution. I've spent countless hours on the phone recording our progress (or lack of) and trying to be calm and patient. We get nowhere.

I've filed a dispute through our credit card company and I'm looking for every conceivable online forum to share my absolute dismay about this company and their service. Nobody seems to care at all.

Don't buy from Z Gallerie. They need to go out of business.
Posted by igv on 2011-12-02:
There should be a class action lawsuit against ZGallerie. Yes, they lead in having the worst customer service. I could live with that and never shop there again; but they fail and refuse to issue refunds and hold onto people's money unles you open up a dispute or litigate. These people are crooks and it is no wonder that they filed for bankruptcy. Must be looking to cook the books. Give us our $$$$ back ZGallerie.
Posted by Cynthia Mahlberg on 2014-02-10:
I too am having the run around. It is clear that there is a problem and they don't deal honestly. Without spending more wasted time explaining, if someone has a solution to getting money back, let me know.
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My Experience
Posted by JDL on 11/04/2006
DALLAS, TEXAS -- I was very excited to find z gallerie. They had beautiful furniture at great prices. I found the perfect dining room table (Bach table) and paid cash in the store for it. I was told it was backordered for 8 weeks. That was fine. I ordered it June 22. Eight weeks went by and no phone call. I called customer service and they told me to keep waiting. I waited. No phone call. I called back and by the time they had figured out what had happened it had been about ten weeks. (estimate) They told me it had arrived but one of the legs was broken so I would have to wait for a new table. And it was still backordered. I really liked the table so I decided to wait. I thought I should get the next available, but I guess I went back to the bottom of the list of people waiting for this table because it took so long to finally get it. After being told the wrong time over and over, I finally got a call from the delivery company. I was ecstatic! The delivery company came to my house on time and everything, but when they were assembling the table they realized z gallerie had sent the wrong henges. They told me they could still put it together and it would be ok as long as I was careful with it. They ordered new henges and left. The next day I barely touched the table and it collapsed on me knocking me down. I couldnt move and had to immediately get to the doctor. 300 dollars later and lots of hydrocodone, I called customer service. They told me new henges were on the way and it would take 5-7 business days for a service technician to come out after I received them. They also told me after everything was said and done they would partially compensate me. My henges came and they were wrong again. I called customer service and they decided to send out two more sets, they said one of them had to be right. When the delivery guys came out to assemble my table, none of the henges fit. They told me the table was defective. Customer service informed me the table was still backordered and I would have to wait. I asked what the compensation would be and they told me they would give me a gift certificate for 80 dollars, disgusted and insulted I hung up. I called my dad in Houston. He was furious. He called the general manager of the store and to this day I am still trying to get my table. I don't when I will get it. It has been over 17 weeks since I ordered it. I love the furniture, but I must admit the customer service is horrible.
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Posted by Skye on 2006-11-04:
Why are people always looking for compensation?? My husband and I bought a gorgeous dinning room set this past March. The table came, and had big crack in it. They told us, we would have a new one delivered the following week. Well the second table came, and it was also damaged. So we told them take it all away. We waited a couple of weeks, went back to the store we had purchased this from and found an even nicer set, more money, but worth it. I never even considered asking for compensation. You were lucky they offered you the 80 bucks, and you hand up on them. What did you want?? The furniture for free? Things happen, part of life. Stop sweating the small stuff!
Posted by Skye on 2006-11-04:
That should read "hang up on them".
Posted by Anonymous on 2006-11-05:
compensation - This is how the English Metaphysical poet Francis Quarles (1592 ~ 1644) describes compensation: “As there is no worldly gain without some loss, so there is no worldly loss without some gain. If thou hast lost thy wealth, thou hast lost some trouble with it. If thou art degraded from thy honor, thou art likewise freed from the stroke of envy. If sickness hast blurred thy beauty, it hath delivered thee from pride. Set the allowance against the loss and thou shalt find no loss great.”
Posted by Jop on 2006-11-05:
yeah, well even so, it would not be small stuff to me.
Posted by Skye on 2006-11-05:
It is small stuff. Imagine you have a small child in the hospital, that is waiting for an organ transplant. Don't you think that takes priority over some stupid furniture?? Furniture you can replace, but not a child. So waiting for furniture and getting all bent out of shape, is sweating the small stuff!!!
Posted by Skye on 2006-11-05:
You also should of taken the 80 bucks. Get yourself a nice lamp.
Posted by LKL on 2007-01-23:
Z Gallerie is horrible. $80 for compensation is a joke. I would have slammed the phone down too. Skye Aubrey is an idiot for comparing it to a child in the hospital. ??? She probably works for the company. What a joke.
You should be able to expect decent service from a company that services people nation-wide especially when you're spending a lot of money. I would be fired from my job if I ever handled people the way they do. What ever happened to communication??? They are scammers.
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