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.
SHERMAN OAKS, CALIFORNIA -- Z Gallerie/Sherman Oaks, California. Back in August 2006, I ordered a couch from Z Gallerie (at the Sherman Oaks store in CA, if that matters). They told me it would take 8 weeks maximum for delivery because it was a special order. It is now January 2007 and I still have not received the couch. They have not contacted me ONCE! I've had to call and find out where my couch is each time. They blame the manufacturer and keep pushing me off. They offered to ship my other merchandise which included a side chair with no shipping charges.
After missing two hours of work, the chair was delivered damaged and had to be sent back. The response, "sorry for you inconvenience." That's it. They are absolutely horrible. They also lied to me about giving me $250 credit toward the side chair due to my late arriving couch. Additionally, they were aware of the problems with the manufacturer back in May '06 but neglected to take action therefore causing over 200 orders to be back-ordered. (The customer service rep let this slip while I was asking her why this was taking so long.) That is probably why she lied about giving me $250 toward the side chair - to shut me up.
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.
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 ** 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!!!
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.
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 I 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 "it's 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, because they don't pay interest to the clients. That way the stores has a permanent cash flow without incurred on banks fees. I wonder if that is LEGAL?
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.
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 their direction) and it would have to be considered used furniture. I can only speculate that they are going to try to 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!
SANTA MONICA, CALIFORNIA -- We purchased a leather sofa from Z Gallerie around 2 years ago. The quality is awful and the leather is disintegrating. I contacted them a while back and was told that their product warranty is one year. They showed no interest in dealing with this issue in any way.
CARMEL, INDIANA -- 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 couldn't care less about it as well.