GARDENA, CALIFORNIA -- My boyfriend and I purchased a queen bedroom set from Z Gallerie, 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 **, 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 (**, 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, **, 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 Gallerie $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.
SCOTTSDALE, ARIZONA -- BUYER BEWARE, BEWARE, BEWARE. I wished I had checked previous reviewa before I went to Z Gallerie. I found this dining suite online and I really liked the look of it. I decided to call my nearest store (Scottsdale AZ) to check if it was in stock and how long it would be for delivery. It was quite quick as they had it in stock. So I went to the store to make sure I was satisfied with the suite before committing to the purchase. An assistant within this store asked if she could help, so I told her what I wanted to order. After a quiet scuffle with another assistant (the one I had spoken to on the phone before my visit) they changed over (obviously commission based staff!!!).
Payment was an absolute nightmare, it left me feeling sick to the stomach and very embarrassed. I paid by check (there was plenty of money in my bank account for this purchase). The assistant put the check through a tele-check machine and it was declined and asked for authorization so I had to call my bank. I duly called my bank who proceeded to tell me that it was nothing to do with them, money was available and that it was the tele-check company that Z-Gallerie were using. It took over an hour to sort it out. VERY STRESSFUL!! It eventually went through. I was told that a delivery company would contact me soon.
Bravo Delivery Company called on 8th April and arranged delivery for the following morning (I was quite impressed). That feeling didn't last!!! The delivery guys brought the chairs in and informed me that they looked a bit grubby. I checked them and they were right. The chairs were disgusting, covered in black stains both on the uncovered upper fabric and even underneath the plastic covering on the seats!!! The wood on two chairs had ingrained scratches. It looked as though I had been to the nearest charity shop and bought these. I was DEVASTATED.
I kept the suite as the delivery company guys suggested, they told me that Z Gallerie will 'simply' replace them. NOTHING WITH Z GALLERIE IS SIMPLE!!! So, onto the Customer Service Department. I immediately called Customer Services. The agent was RUDE. I told her that I needed this sorted out quickly because I have overseas visitors coming. She couldn't care less, she told me that a 'tech' will call to make an appointment in 3-5 working days to assess the condition of the chairs and will try and fix the problems. She then proceeded to tell me that if the chairs couldn't be repaired then they will be replaced in approximately 3-4 weeks.
I told her I didn't want a 'tech' to fix the problems. This is brand new and shouldn't have 'problems' and that I wanted and needed them to be replaced asap. If you deal with Z Gallerie you will hear 'I can't give you any guarantees', 'no guarantees', 'this isn't guaranteed'. I told her that this was unacceptable and that the chairs should just be taken back and new ones to replace them. She stopped listening to me then. I asked for a supervisor.
I spoke to **, a supervisor. I explained my situation, she repeated everything the first agent said. I told her it was unacceptable. Finally, after having to tell her why I needed this delivery and wanted it to be perfect (my visitor is my mother-in-law, who has been diagnosed with incurable blood/bone marrow cancer). She agreed to put an order in for six new replacement chairs and try her best to expedite delivery. I called ** the following day, just to make sure the order had been placed, unfortunately her voicemail was on, so I left a message for her to call me. No surprises here then, she failed to call.
I wasn't available the following weekend and my mother was babysitting for me. She took a telephone call from a company trying to arrange a 'tech' call to fix problems with chairs. This was not agreed to. My mother called Z Gallerie customer services and also the Scottsdale manager, **. After, many conversations and quite good help from Paradise in Customer Service, she was told that six chairs had been ordered and delivery was expedited.
I received a call from Z Gallerie on Monday 13th April. A man told me that my delivery was going to be between 7 and 9am on Wednesday 15th April. I repeated that it was definitely going to be the delivery of my chairs. He said 'YES'. So, now it is Wednesday the 15th of April and I am ready at 7am and looking forward to the delivery of my chairs. At approximately, 7:20am, a man is at my door, telling me that he is a 'tech' who has been asked to look at my chairs. I nearly fell to the floor with shock. He knew nothing of new chairs!!!!!!!!!!!!!!!!
He told me to call Z Gallerie, they will have the photos of the furniture. It feels as though the company didn't believe me when I told them how bad the items were. All this company wants to do is pass the buck (an English expression I think), they blame other people or other companies so they doesn't have to accept responsibility. I am currently waiting for a telephone call from ** the supervisor in customer services or a manager (above her) to discuss how this has been handled. THIS BETTER GET FIXED.
Please think very carefully about purchasing furniture from Z Gallerie. Beautiful, contemporary style but terrible customer services and I wouldn't want anymore people to go through the stress and upset that I am dealing with right now.
DECATUR, GEORGIA -- I was not surprised to read the other negative reviews. I just ended a very frustrating and horribly dissatisfying endeavor with Z Gallerie. We ordered a dining room table from Z Gallerie back in June. We had searched far and wide for a table just like this one. So we were very happy when we finally found it. I had shopped at Z Gallerie before, however this was my first major purchase (and definitely my last). When the table arrived 8 weeks later, their "white glove" service consisted of two guy who couldn't even read the direction and didn't have the appropriate tools to put the table together.
Two hours later the table is together, but it is clear there is a problem. The leaf does not seem to fit the table. The claps do not match up and it is warped. When my husband arrives home he realizes that the top does not appear to be secure. We call the customer service line who schedules a "warranty" visit for 2 weeks later. The warranty guy determines that the screws on the base has been stripped. He assures us that he will file for a new table to be ordered. Two more weeks pass and no word from the company. I call to find out that the warranty guy has only ordered a new base.
I have to argue with the customer service woman and ask her to look at the pictures taken to prove there is also a problem with the leaf. She finally orders an entirely new table. But the table is on back order and we have to wait. I am finally notified that the new table has arrived and I take the day off work. Table #2 arrived without a complete set of hardware for assembly. I send back table number #2 given that a table in pieces on my floor is no good to me. They quickly reschedule delivery of a new table the following week. I again take time off work, only to find out that they have sent table #2 back out with a "replacement" set of parts.
Upon inspection table #2 is damaged. So, again I refuse to accept this product. Another month passes and after repeated phone calls to customer service, I finally receive a call that delivery will be made. So now we are on table #3. Upon inspection there is a crack all of the way down the middle of the table. The delivery men ask if they can look at my current table. They then discover that table #1 was put together incorrectly, so the base was fine all along.
The delivery guy suggests that I keep table #1 because it is the "best" he has seen for that model. Given that I designed an entire dining room around this table I decide to keep the table even though the leaf is a problem. I am pretty upset though because now I have paid $1600 for a defective table. I call customer service again to be informed that I couldn't get another table even if I wanted one. Apparently, I had exhausted all of my tries, even though they were sending out defective products. They were willing to compensate me for my troubles. I had heard this line 3 time in the past without seeing anything.
The woman promised a gift card for a set amount and assures me she will FedEx it out that day. I was busy traveling and a month later, I realize we never received the card. I call to find out the status and informed that the woman helping me is no longer with the company. I am then informed that not only did she never submit the order for the gift card she lied about the amount.
Now, they are only willing to give me 15% of my purchase price. I assured the woman that although that was nice, they had lost a customer forever and their 15% would never make up for the time I lost waiting for 4 separate deliveries, not to mentions the hours I spent on the phone with customer service. Her reply was "that's nice." and she hung up the phone. So obviously Z Gallerie is only interested in taking your money and not providing service or quality product. Stay away!
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 # **, 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 FedEx. 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 ** AND ** 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!!!
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 ** 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.
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.
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 it's 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.
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 beforehand, 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.
I should have thought to read reviews on Z Gallerie before making a purchase online, but because it's such a major retail store I figured it would be no problem. I ordered nearly $1000 worth of bedding and artwork for our spare bedroom. The order arrived and was missing one of the pieces of art. I called the very next day (a Thursday) and spoke with a girl who said the art was no longer available at Z Gallerie but according to her records it said it was shipped to me. She said she would have to check with FedEx, and promised me she would call me back the very next day.
She never called back, and I called her again on Saturday and had to leave a voicemail for her. I tried to speak with another customer service agent to see if she could track down the problem and she was incredibly rude and was too worried about speaking over me to listen. She insisted she could do nothing and I would have to wait for ** to return my call. I am disgusted that no one can seem to find anything out and that I am apparently out the artwork and the money spent on it at this point. I will never buy from Z Gallerie again - not when I get such outstanding service from Pottery Barn and Crate and Barrel. It is not worth the hassle.
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.