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26 Reviews & Complaints

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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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Never, EVER buy from Z Gallerie
Posted by Javedurooj on 05/09/2012
MCLEAN, VIRGINIA -- April 21, 2012 Saturday:
• Went to Z Gallerie at Tysons Corner 7867L Tysons Corner Center
McLean, VA 22102 at 8:45 p:m
• The sales person Philip assited us
• We told Philip that we are going to buy “Blueworld of Water” which was on sale with a price tag of $499.00 around 9:00 p:m (Philip did not tell us that “Blueworld of Water” is final sale item, and the “Blueworld of Water” DID NOT display the tag “final sale” on it. IT WAS OUR FIRST TIME SHOPPING AT Z-GALLERIE)
• He went inside the storage to get the item for us
• When he came back he only got one piece of item with him (The item should have two pieces) on the cart
• Since the item was heavy Philip had to place it on the cart to carry it
• We ask him if we can carry the item with the cart to our car and we will return the cart as soon as we are done
• Philip told us that Z-Gallerie do not allow customers to take the cart outside the store because the store was about to close in 20 minutes
• My husband ask him if this is a complete item
• After realizing another piece of item is missing, Philip went inside the storage room to get the other piece
• When he came back I was standing by the register, ready to make the payment
• Philip ask me to send my husband to the loading dock now about 9:20 p:m
• I called my husband who was a little further away
• Philip took the payment from me through the master card. The total payment was $524.90
• Philip gave my husband directions for the loading dock and tell my husband to call me when he gets there
• My husband went outside to pull the car for the loading dock
• My husband called me after few minutes
• I could not find Philip when my husband called, so I looked around for him in the store. I finally found him and told him that my husband is coming to the dock
• Philip just walked away without saying anything
• Then Philip came back after few minutes and told me that my husband is not there
• I told Philip that he is coming
• He told me that he will bring the items to the dock himself
• He showed me the way outside where the dock was and took me there
• I waited for Philip at the dock
• Philip came with one item after few minutes
• Then with another item after another few minutes
• I said thanks to him and then he walked away
• We came back home and unpack and installed the item
• However, it did not fit in out space as we expected
• We had to pack the item back, so we can return it the next day to Z-Gallerie

April 22, 2012 Sunday:
• I called Z-Gallerie
• I talk to a woman and told her we purchased “Blueworld of Water” yesterday and would like to return it today
• She asked me if that was on sale
• I told her, yes it was
• She said Z-Gallerie’s sale items cannot be returned
• I was shocked
• I asked her how am I suppose to know that?
• She asked me if the sales person told me that
• I told her that “NO, He did not”
• She said but Maam our sale items are final sale
• I asked her again, How am I suppose to know that if the sales person do not tell me?
• I also told her that there was NO SIGN or tag displayed on the item saying that it was a final sale item
• She said I am sure the sales person have told you
• I told her he did not
• Then she said the Final Sale must be on your receipt
• I told her yes it is, but I got the receipt AFTER I made the payment
• She said this is our store policy that we cannot return the sale items
• Then she said you can call tomorrow and ask for Philip
• Then she ask me my name and tell me that I will tell Philip you will call
• She also ask me to talk to the store Manager George Wallace

April 23, 2012 Monday:
• I called Z-Gallerie at 4:55 pm and ask for the store manager George Wallace
• George came on the phone and I asked him that I wanted to come to the store and talk to him today about an item I purchased on Saturday 21April, 2012
• He said he will be leaving in 3 minutes so I can come on Wednesday from 8:30-5:00 pm anytime
• Then he said if I can tell him about the item now on the phone
• I told him that I bought the “Blueworld of Water” on Saturday and wanted to return that now, is it possible?
• He said did you open it. I told him yes.
• He said then we cannot take it back if it is open
• I told him that the sales person did not tell me that it was a final sale item. It was not displayed on the item itself that it was final sale.
• He said cannot do anything because I opened the item
• I told him it is a very expensive item and I would like to keep it but it is not fitting in my space, can you please consider it. Also, it has never happen to me that I cannot return an item in a store unless it specifies it is a final sale or the sales person tells me it is a final sale, but it was neither in this case.
• He said I am sorry but I cannot do anything.
• I told him I may not buy that item if I knew it cannot be return, but I was NOT TOLD and DID NOT see any sign for final sale.
• He said sorry I cannot help you out
• I said, how I am supposed to find out if the item is final sale item, if the sign is NOT displayed on the item.
• He said “Oh, the sign is there.”
• I said okay then
• I hang up the phone
• I went inside the store around 5:30pm
• I went to look at the item
• I was shocked because they put in hand-writing “final sale” on “Blueworld of Water”
• I went to the register and ask the sales person where the sale items are. he pointed them to me.
• I looked around for all the sale items
• None of them had final sale mentioned on it except “Blueworld of Water”
• I was shocked because after having the phone conversation with George he must have put the final sale on “Blueworld of Water” with hand writing. I was definitely offended from this behavior of lie and disrespect.
• I took some pictures of the other sale items which DID NOT have Final Sale displayed on them in Z-Gallerie
• I also took a picture of “Blueworld of Water” which NOW HAD (After my phone conversation with George Wallace) final sale written on it
• Then I went to the register and waited because someone was ahead of me
• One of the lady asked me if I need help
• I ask her if I can talk to the manager
• She said that would be me
• I was like are you George Wallace
• She said no, but I am also the manager
• I told her the whole situation
• She was persistent then she cannot return it
• I ask her it is a very expensive item, can you please consider it.
• She told me, if you think it was expensive, why did you buy it?
• I told her I would not have bought it, if there was a final sale displayed there or if the sales person told me that it was final sale. the case
• Then she said George told me about you and told me not to take any items back from you, so talk to him tomorrow and then rudely she walked away without apologizing
• I was disappointed and disrespected from her behavior
• I left the store

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Posted by Carolyn Ericson on 2013-10-08:
I had the same experience with a non sale item! Was told by the sales person it could be returned when purchased but when I went to return they wouldn't allow me to without a 30 percent re-stocking fee! She never told me that! No way! I kept the item and will never shop there again and will continue to spread the word via social networking, friends and family how horrible this company is and to never shop there!
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Horrible Customer Service
Posted by Sxm on 02/08/2012
CALIFORNIA -- To Whom It May Concern:

I am writing to lodge a formal complaint towards your poor customer service at Z Gallerie, so that in the future this type of situation does not happen to other customers.

On January 30th, I placed order # 328998, a large order totaling over $500 worth of merchandise on behalf of my clients in St. Maarten. On the 2nd of February, I called a sales representative to notify her that, due to a change of plans I would need it shipped via 2 day service instead of the initially scheduled 7 day services. I won’t go into how many times I was placed on hold each time I’ve called and for such extended periods of time, but it was not pleasant, nor was the attitude of the representative I spoke with. She informed me that there would be a charge, and I said that’s fine and told her to charge it to the card on file and to ship it out immediately to go 2nd day service. I gave her my phone number and email address should there be any problems. Due to the urgency of this order I called again today on February 6th to find out that the order is still sitting in California. I’ve received no emails and no phone calls as your sales reps claimed to have placed. My clients are now not able to have their purchases in time for their yacht Charter. I have requested that Z Gallerie ship the order today via Fed Ex. I’ve asked for a tracking number, like always, and still haven’t received one. I can only hope that this order will arrive in the next week.

I’m not blaming the individual I’ve I spoken with on the phone several times, as it is an effort with all the departments in Z Gallerie. I am hoping that next time there is a bit better communication and follow-up with your customers. Especially when they make it clear that they are in a hurry.

I called today, after I was Told by Mona AND Lorana in customer service that it would ship. They've now told me that it wouldn't fit on the truck, so they didn't ship it. It is now February 8th, with NO SHIPMENT!!! They are mean and accused me of changing my order. HORRIBLE HORRIBLE COMPANY!!!
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Horrible Customer Service And Poor Quality Products
Posted by NotHappyRightNow on 08/04/2011
BOCA RATON, FLORIDA -- I ordered a $300+ coffee table directly from the Boca Raton store in South Florida. I waited 4 weeks for my item to arrive and went to pick up the table. Upon arriving the Boca Raton store, I was asked rudely by a sales associate what I wanted...after telling her that I was there to pick up an ordered item, she proceeded to ignore me and help other customers in the store. The whole experience was upsetting and unprofessional. After bringing home the table and unwrapping the boxing/packaging, I realized that the coloration and quality of the table was not up to par. I took the table back to the store a couple days later for a refund ONLY TO FIND OUT that they were going to charge me a 15% restocking fee because I did not return the item in the exact boxing/packaging it came in!!! Nobody ever told me about return policies, repackaging items, and restocking charges!

In fact, when I originally called in to order the table, they charged my card but never emailed or mailed me a receipt of any type!!! I refuse to purchase another product from Z Gallerie again! I will advise other to do likewise.
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Horrible Customer service and response
Posted by Adrock on 12/20/2010
Received a cracked buffet table after waiting 5 weeks for it. Now they want to charge another delivery fee for the other one they are sending me that will take another 7 weeks to receive. Never again will I do business with this company again. I am going to tell the world!!!!! Horrible service and the corporate office could care less about it as well.
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Posted by EulyP on 11/14/2010
BOCA RATON, FLORIDA -- To Whom It May Concern:

On July 2, 2010, my designer, wife, and myself arrived at Z GallErie store #64 located at 309 Plaza Real Boca Raton, FL 33432 to purchase the dining room set (model Loft) with eight chairs (model Studio). Proceeding to check out, I was obligated to pay 100% of the bill ($2,110.05). The amiable store representative Jacky guaranteed us the delivery date of 2 weeks to close out the deal. Little did we know the terrible nightmare we were about to experience.

Supposedly, we were promised the delivery date of 07/16/10, which was a complete lie. After many calls and reclaims, my order finally arrived on 08/27/10. Eight weeks of waiting for my order I am delivered eight chairs in horrendous conditions. Not only were they of cheap quality, they were damaged, torn, stained, and completely destroyed. Immediately my designer and I called customer service and we were told that in order to process the claim we had to take pictures of the faulty merchandise, send them in, and wait for approval from the prestigious Z GallErie because, after all, that was the “store policy.”

After many disputes it was finally approved. We were advised to switch to another set of chairs to be assured good quality. In order to receive those chairs we had to pay an extra $436.76. Again we were guaranteed the delivery date for 2 weeks. Again they arrived on 10/20/10 a total of 7 weeks and 5 days after the date purchased. Again they were damaged and again we filed a claim. The same process was repeated. The same 2 week delivery date was assured and I have yet to receive my order.

A total of 4 months and 12 days it has taken your company to deliver my order in untouched conditions. I believe this situation is completely ridiculous. Z GallErie has played with my money and my time, guaranteeing the delivery of merchandise that is obviously not doable. My experience with this company has been awful. All the aspects of this company, with the respect of the customer service representatives, are poor quality. The final product is expensive and of low quality. I will be sure to steer away any prospective buyers so they do not commit the same mistake we made.

Pasquale Petrillo
Euly Petrillo
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Posted by Venice09 on 2010-11-14:
I agree, it's ridiculous, but I have to ask why you and your designer accepted delivery of chairs that were in such deplorable condition. I'm surprised your designer was unaware of the type service and merchandise this store provides. Was this your designer's first experience with this store?
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