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Flaking Leather Dining Chair and Bed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- Bought 4 dining chairs and leather headboard/footboard in 2006. I am gentle on furniture but this didn't matter since all pieces peeled/flaked leaving a mess on the floor and unsightly furniture. I would expect for paying some $250/chair and nearly $1000 for headboard that it would be high quality. Z Gallerie is high price for low quality leather!

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Waiting on Refund for 2 Months!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GARDENA, CALIFORNIA -- Purchased a sofa in November 2017. 9 months in - it was squeaking, pilling and losing feathers like crazy. They sent someone out to assess the sofa and deemed it a manufacturer's error. (Getting someone out was not an easy task!) We waited 3 weeks and finally heard that they were going to replace the sofa or give us the credit to purchase something else. So we went to the store in Fairfax VA and picked a sofa we liked but it was going to cost $600 more. We were still unsure but the guy we dealt with there said he wasn't sure if corporate would honor the price anyway so we need to wait for them to call us. 3 weeks went by...nothing.

Finally I called and they said it looked like we owed $1000 and there was a delivery date of Jan 2019. Then the customer service representative said it looked like they were still reviewing the price and I should hear back within the week. I waited till the end of the following week and then I called back. The girl who I dealt with said yes we did owe $1000 and the delivery date would be January 2019 and there was nothing they could do about it as it was a custom sofa. I asked to speak to a manager. 24 hours late, someone called me back - Elizabeth. She was a supervisor and advised me that because the order had been placed there wasn't much they could do.

I told her I wasn't paying $1000 for a sofa we weren't even sure wanted in the first place. She said she'd call me back. And of course, didn't. I called back 3 days later...was told someone would call me back. Nothing. I called the following day - the girl who answered was helpful as she went directly to speak with a manager and came back and offered us the upgraded sofa for free or a full refund. We decided to take the refund as we were done dealing with the company. They said they would have someone come out and take the sofa asap and they'd call us to let us know. We waited 2 weeks, didn't hear anything. We kept calling and every time they would tell us they were waiting for the courier company to book a time.

Finally one day - one of the reps gave us the delivery company's number. We called and sure enough, they were waiting for Z Gallerie to instruct them!!! They booked a p/u date of December 11! I called right after they were gone to advise Z Gallerie to process the refund as we no longer were in possession of the sofa (which I was told to do!). We waited 10 business days, sure enough. Nothing was credited back to the card. I called back and was told they didn't process it until December 13th because that it when the delivery company told them they had the sofa!

I waited an additional 2 days. Still nothing. I called back and was told “oh I don't know why it wasn't done but I've done it now and it will be no more than 3-5 business day for you guys!” I waited 7-10 business days just to be fair...including the holidays (it was after Christmas at this point). Still nothing. I called back - was told the same thing “7-10 business days”. We waited and this brings us to 3 weeks ago. I called and spoke with someone who said she would email accounting and figure out what the issue is. She never called back so I called back again that same evening and the guy I spoke with (who was for sure their most useless employee) said in a super lazy, non helpful voice “it wasn't done so it'll be another 7-10 business days. Nothing I can do”.

I was infuriated at his lack of concern!!! So now it's been more than 7-10 business days. I emailed customer care about it (almost 2 weeks after my original email) and received an email from them 5 business days ago stating we would be refunded in 5-7 business days - with a totally different amount (so I knew no research was done and they just quickly replied to my email!). I called last week and was told by this super sweet employee that she wouldn't forget about me and would get back to me. I rec'd one email from her and have emailed her 4 times now for a follow up or for any answers or updates (because she was emailing accounting as well!). Nothing back!!!

I even managed to get through to “Gladys” (from accounting) through the directory (someone let her name slip!) but she didn't call back either. I called a manager 2 days ago. Didn't hear from her either. I called again today and they advised me the request was only submitted yesterday. And to speak with a manager - it would be a 5 BUSINESS DAY TURNAROUND!!! (Because of how backed up they are!)

I just don't understand what is happening and whyyy it's this complicated. I am lied to every time!!! No one calls back. No one cares. Everyone is “pleasant” to talk to and they sound concerned (except for the useless guy Saleem) but they don't do their jobs. No one knows what's going on and everyone gives incorrect information!!! DO NOT BUY FROM THIS COMPANY!!! It's not worth it. The furniture isn't as well made as it should be and the customer service is horrific!!! I would give this a zero star rating if it was an option!

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Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

INDIANA, ILLINOIS -- I wish I had read all of the reviews before I placed my online order. I have had the worst customer experience with them. I was also denied my right to speak with a supervisor. Four different representatives with conflicting information that never followed up with me. I placed a order for two sets of placemats. I called before the items shipped to have one of the sets removed. The representative told me he would have it removed so I needed not worry. Needless to say, the item shipped and I have been fighting for two weeks to get a return label. Nightmare from hell.

I received the items and the quality is beyond poor! Looks nothing like the photos. I am so relieved I didn't spend a lot of money on my small order. However, I feel horrible for those of you who spent thousands or even hundreds with this company. Upon looking at a large amount of reviews for poor quality items and poor customer service. I couldn't help but think something was really wrong behind the scenes. There is no way a US based company would allow poor customer service of this magnitude. Especially, to customers who were spending thousands on their merchandise. This had third party written all over it.

I highly doubted we ordered from Z Gallerie so I started investigating my theory. I went back to check my credit card statement and discovered the name of the company that billed me was Directbuy. I also received a call from a representative that called from a 219 area code. I immediately recognized it was an Indiana area code. This is not the headquarters in California! Now I am really suspicious.

During my research I discovered Z Gallerie was purchased by a Chinese wholesale company. That company is Directbuy out of Merrillville Indiana. That explained a lot. Poor customer reps and poor quality items from a low quality wholesaler. I will never order from Z Gallerie again! Please steer clear of this company!

https://www.furnituretoday.com/furniture-retailing/directbuy-acquires-z-gallerie/

https://www.nwitimes.com/business/local/chinese-firm-acquires-merrillville-s-directbuy/article_25be39b1-c812-5d2c-9a8e-292e53a5829a.html

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Fraud!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALI, CALIFORNIA -- I'm appalled with this company! They're literally stealing my money. I refused the bed due to the movers not being strong enough to lift it upstairs. It's been an absolute nightmare trying to get my money back. I've been calling customer service every day for 1 month and they keep telling me something different. If your item is not defective or if something goes wrong with it good luck! I'll be writing bad reviews, reporting this company to the BBB and it seems to be that I'll now have to get my lawyer involved over this. Talk about a FRAUDULENT COMPANY!

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Pathetic Customer Service and Product!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SCOTTSDALE, ARIZONA -- I ordered my dining table in December of 2017. I have now been dealing with Z Gallerie for over a year now with no resolution. The table was damaged and there was an unsuccessful repair attempt because Z Gallerie sent the wrong part. I then tried to return the table and no one showed up to pick it up. I then requested a replacement which took several months for me to receive and that also arrived damaged. I have tried calling customer service several hundred times to speak to a manager but no one is ever available and no one calls back. I applied for a Z Gallerie credit card and had a year to pay the amount on my card with no interest. Now not only have I been charged the interest amount, I also still have a damaged table and still no resolution.

I'm on hold right now with Z Gallerie customer service because their corporate office connected me to them. I don't know what to do or who to call anymore. I love the furniture and decor at Z Gallerie but had I known that their quality is substandard and that the company itself has no clue on what good customer service is, I would never have ordered from them. My sincere advice to anyone looking to buy from them is don't do it!!! This is the worst customer service that I have ever experienced!!! Save yourself the misery of dealing with them and go elsewhere to buy your furniture!

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Terrible Service and Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLUMBIA, MARYLAND -- I purchased a custom sofa from Z Gallerie in Mid September and was told it would be delivered Late December early January. I received a shipping confirmation in late November saying it shipped from California and would be delivered to the warehouse where a delivery company would pick it up and deliver it to me. The delivery company never called to schedule pick up.

I called Z Gallerie customer service to check on the status and they gave me the delivery company number to call (personally I think they should have called). So I call and they have no record or my order or my name or a couch. I call Z Gallerie customer service again and they say the couch is lost and all they can do is make me a new one. I said no. Give me a refund. They say the refund is going to be processed.

A week later still no refund. Mind you this was a $2800 couch. Called customer service again. Explain the whole situation again. She hangs up on me. No call back. I email stating that I will have to get legal representation if this is not handled. Still waiting on a response. Called customer service one last time. She tells me the accounting office is closed and she will email them and contact me Monday. Stay tuned

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Leaner mirror
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA, CALIFORNIA -- The worst shopping experience of my life. I bought the $700 leaner mirror. Waited 2 weeks for it to arrive. It arrived made terribly, the corners didn't even meet. Complained and they said they'd send a new one and when they did would pick up the old one. The next one arrived without the white gloves delivery. One guy carrying a 7ft heavy mirror arrives to ask my elderly father in law if he could help him carry it inside. My FIL who has a heart condition couldn't so the guys proceeded to drag it across the wooden floor scratching it. He gets it inside and it's all for nothing because it's a broken mirror. You can see holes in the box where some idiot has used a fork lift on it. I call z galleries immediately. Takes them another 2 weeks to collect the damaged mirror because we weren't going to allow the delivery guy to scratch the floor again. Throughout the whole process not only were the products awfully made but the customer service for z galleries were horrendous. From the moment the last mirror was picked up I waited almost 4 weeks for my money back. No one ever replies to the customer emails and no one tried to do anything to fix the issues. I WILL NEVER SHOP WITH THEM EVER AGAIN!

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Two Mirrors Received Broken, Still Haven't Received the 3rd After Almost Three Months, Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE, ALABAMA -- Ordered Montclair mirror, received two broken. Still waiting on the 3rd after almost three months. Spoke to customer service at least once a week. There is a different excuse every day on why the 3rd mirror hasn't shipped out. They promise every day that it is shipping. Just figured out there was a store two hours away that had the mirror in stock, so ended up purchasing it in the store. Cancelled the online mirror and asked for a refund. They said aren't sure where the mirror is and will see if they can cancel it now, and get back to me.

Over a week later still no email proving cancellation and no mirror shipped out. There has been no communication on Z Gallerie's part in three months. I doubt I will end up getting a refund. Online customer service is horrible, get a different excuse every time I speak to someone different. Will never order anything from this company ever again!!!

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I purchased a sectional that cost $3200.00. I cancelled it 1 business day later. Well within my 3 day cancellation. They assured me I would be with e my money back onto my card within 5 to 10 business days. 18 days later. All they can say is sorry our accounting department is handling it and I know it takes a little less beget than expected. So I speak with a supervisor named ROXANNE who informs me that the person who was supposed to call me back the next business day was out with a sick baby. Also that if I look close online it could be up to 3 weeks so they are not really late.

Regardless of the fact that I don't order it online I ordered it in the store and cancelled it on the phone and the other 3 people I can in contact with all said 5 to 10 business days. That must be one of those loopholes. I just with the customer service could be comparable to how efficient and accommodating they are when they are selling you the items. Next time I'll look at the reviews first. Numerous people with similar Z Gallerie complaints. Meanwhile still waiting. I'll update this when more action has taken place.

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Do Not Shop at Z Gallerie
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DUNWOODY, GEORGIA -- Michael who is supposedly the Manager of this store LIED to my wife & I's face about delivery to get a sale. Then we got the runaround about a delivery company calling us to schedule delivery when we questioned it. Michael denied what he originally said about the delivery time frame and referred us to customer care to speak to a Regional Manager, customer care said to talk to Michael to reach a Regional Manager. Absolutely ridiculous runaround nightmare. My advice to all is to never shop at Z Gallerie EVER! Heads up to all. This was a $4,000 purchase, BTW.

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ZGallerie Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 20 ratings and
24 reviews & complaints.
Contact Information:
ZGallerie
1855 West 139th Street
Gardena, CA 90249
800-358-8288 (ph)
www.zgallerie.com
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