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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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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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Nightmare
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.

Sincerely,
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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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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Unhappy With Customer Service
Posted by Sunhorse on 02/23/2010
Don't ever order anything from Z Gallerie! Their customer service is horrible! I ordered a full size couch; correct size listed on my receipt from the Tucson AZ store. I received an incorrect size couch (loveseat) after 2 months of waiting and had to wait over two more months for the original couch. They could not offer me any discount if I wanted to keep the loveseat other than the 10% that they were already offering on furniture over 500.00. In essence they choose to have one really upset customer instead of trying to make things right. If you left a piece of furniture in their warehouse for 2 months be sure they would charge you a pretty penny, but they don't care if you get your order after waiting 5 months while you are storing the incorrect piece. I am curious why they couldn't offer me a deeper discount on the loveseat since we used it for 2 months (under there direction) and it would have to be considered used furniture. I can only speculate that they are going to try and re-sell this loveseat for the full price to an unsuspecting buyer. They also have no policy regarding incorrect orders in any of the paper work; I barely received an apology for the mistake.

The Tucson store workers although pleasant were not helpful, and do not return phone calls quickly. I must have called at least 6 times and received one call in return. This whole process was a huge hassle and I will never buy anything from this store or company again. Save yourself the hassle and don't even walk in the door!
     
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Z Gallerie Online Ordering is HORRIBLE!
Posted by Nataluscious on 01/09/2010
I should have thought to read reviews on Z Gallerie before making a purchase online, but because its 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 Melissa 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.
     
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Terrible customer service, poor furniture quality
Posted by Pbegaj on 09/27/2009
GARDENA, CALIFORNIA -- My boyfriend and I purchased a queen bedroom set from Z Gallery, in Schaumburg, IL, the overall experience was a disaster.

Delivery: they delivered everything but the footboard to the bed, which means that we could not place a mattress on the bed, hence we could not sleep on it. The delivery men had no idea where the piece was. Worst of all this was on a Thursday!!

Quality: extremely disappointing for the price; a $2000 set, including a bed, 2 nightstands, and a dresser (no mirror). The dresser was scratched across the bottom. Furthermore, the handle fell off of one of the drawers the first time I opened it.

Customer Service: Terrible, horrific!!! I called to ask why the footboard was missing, and I was informed that the sales representative who sold me the piece at this location, and charged me full price for the bed, had failed to enter the sku number for the footboard. The people in the warehouse thought this was perfectly normal, and nobody ever got in touch with the store or with me to double check whether this was a mistake.

Apparently, this piece was in the warehouse in CA and wouldn't be sent to Chicago for another 2 weeks. I told the customer service consultant (I believe her name was Nataya, not sure about the spelling) that this was unacceptable as we did not have a bed to sleep on and that the piece should be overnighted to us. She said she would call me back. Not only did she not call back, I had to call again after 3 hours of awaiting patiently, and after being placed on hold for 30 minutes, I ended up speaking to the same representative who said she had been too busy to call back. After speaking to a supervisor (Omichalon, again not sure about the spelling), I was informed that they weren't even sure if they could ship the piece at all, and that she would call me back. I never received a call back, I called once again at the end of the day, and spoke to a different supervisor, Jennifer, who told me that the previous supervisor was now on lunch and would call me back with an answer as to when I would receive my bed.

No solution: neither supervisor called me back, they tried to tell me that they would give me a gift card once the piece arrived as if they could place a prize and a dollar value on the quality of my sleep (my boyfriend and I had to sleep on the couch). Her offer was insulting, as if a gift card would make up for their colossal mistake and lack of customer service!! I could not deal with them or the situation any longer having been ignored the previous day, so my boyfriend called back the next morning to be told that the piece would be sent through standard delivery and would take 5-7 business days, and this was on Friday. He told them that it was despicable that nobody ever called me back to inform me of this, moreover, he had personally gone on the Fedex website to assess the cost of this overnight delivery from CA to Chicago, and it would have cost Z gallery $150, relatively inexpensive for their mistake. He even told them that whatever gift card they offered to us, we would be happy to apply that to the overnight costs because we were not interested in a gift card, but rather in receiving the furniture we had paid for. It's not as if I was missing a nightstand, which I can do without for several days, but not having a bed is quite a different story.

In the end, we have spent the last 3 nights sleeping on the couch, and have no idea what the compensation will be because apparently they will decide that at delivery time. I wasted almost an entire day between the delivery and the time on the phone, several uncomfortable sleepless nights, and to top it all off the quality of the furniture was poor. Truly overall an extremely disappointing experience!! I should have read all the reviews on here before purchasing from this horrible company, and in this economy for them to be pulling this is absolutely unacceptable, they are lucky they have a policy where you can't return after 3 days of purchasing because I would have returned the set immediately.
     
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Posted by MSCANTBEWRONG on 2009-09-28:
Thanks for the heads up. Hopefully you'll get your footboard soon. Good luck!
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