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.
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!