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: Because that the table was discontinued, I went to the shop and selected another 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). Of 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.
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 hinges. 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 hinges and left.
The next day I barely touched the table and it collapsed on me knocking me down. I couldn't move and had to immediately get to the doctor. 300 dollars later and lots of hydrocodone, I called customer service. They told me new hinges 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 hinges 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 hinges 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.
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.
CONNECTICUT -- Z Gallerie Website; This started the first week in January 2007. We ordered the Casablanca bedroom set which was the bed, men's dresser, nightstand and women's dresser. Total cost - $5074.00. The women's dresser was a special order that we were informed would take 4 weeks to come in. Then everything would be shipped by freight and delivered inside within 3 to 4 weeks. 8 weeks went by without a single message from Z Gallerie. I emailed the service rep that I ordered the furniture from and he relayed me to their customer disservice department.
First they acted surprised that I did not have my furniture! They said they would look into it with the shipping company and call me back. I had to call them back the next day as they never called me. I could not get through to the person assigned to my problem so I called the salesperson I started with. He then got me the name of the shipping company and their number. I then had to call and find out on my own, that for unknown reasons my shipment was delayed by 1 week and they were now “finding” my furniture.
A day later I call again and they have found it and are shipping it to another shipping company in my state. Once there, I would receive a call for delivery. I was told this would happen in 1 week. The week came and went with no call. The end of the next week I called their customer disservice center played phone tag for 2 days and then was told that the ladies dresser was damaged. Of course this is the only piece that was a custom order and took 4 weeks just for them to get…
I have heard nothing but – I'm sorry, yes, you are right sir, I'm sorry sir and so on from this group. Their customer service is nonexistent and their shipping company is incompetent. We are now 3 months out with no bedroom set and I have cancelled the order. When I asked when I would get my money I was told that accounting would have to take care of that on Monday. I guess they don't work on Fridays. I can only pray that it won't take 3 months to get a refund but I have a bad feeling that I'll be spending many long hours on the phone with their customer disservice department…
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.
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.