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!
CUSTOMER SERVICE, CALIFORNIA -- I ordered a custom bed on March 9 and was told I'd receive it by mid April. About 1 month after purchasing, I received an email from customer service stating the delivery date was pushed to mid to late May. They offered a $100.00 gift card for the inconvenience after I questioned the issue. Finally I receive an email that the bed has shipped. I take off work to wait for the delivery (as the delivery time options are limited). The item was completely wrong! Not only was it the wrong bed, there were an excessive amount of strings hanging from the seams... It was very poorly made.
Called customer service and they say it will now be late July before I receive the bed... 3 months later than the original promised date. Essence, the customer service representative continues to give the excuse, "Well it's a custom bed"... as if I didn't know that when I made the purchase. What I didn't know was that they will lie about delivery dates and not ensure they are delivering correct items. Customer service is rude and sadly incompetent.
CALIFORNIA -- I purchased a modular couch online. Measured the piece with a professional decorator. The couch was delivered several months later and the delivery people were unable to get it down my staircase. I was very surprised as I have very large furniture already in my basement. They took the couch back and sent it back to Z Gallerie. I called Z Gallerie and they told me I had to pay $2000 for a restocking fee plus the delivery charges.
The cost of the couch was $4500. I was outraged and this is completely unfair to pay that kind of money for a couch you don't have. They did nothing to try and rectify the situation. Customer service is horrible. I advised shopping elsewhere as most companies are fair and will do what they have to rectify the situation and not make people pay thousands of dollars for merchandise they don't have.
BELLEVUE, WASHINGTON -- I purchased a lamp online and had it delivered to my home. It had an obvious flaw that was unacceptable so I returned it to the store. They refunded the cost of the lamp but would not refund the $25 in shipping I paid. Would be fine if I just didn't like it or changed my mind but it was flawed! Why should I have to eat that cost?
If they can't afford to give refunds for their products perhaps they should go to the manufacturer and get the shipping costs refunded. I have never dealt with a store that doesn't refund shipping if the product is damaged or flawed. It is just not good customer service!!! I wrote a review on their website about not refunding shipping for damaged products and they took it off their website!
NASHVILLE, TENNESSEE -- Don't shop with them, especially if you're not local to the store. I purchased 2 tables $1000 each and decided to return 1. They wanted to charge a 35% restock fee + more than $300 shipping... Which means they charge half the price of my item to return it. So I decided to keep it and warn other potential customers. Thumbs down. They should just say "no returns" so people can be more careful when making a decision to buy.
PITTSBURGH, PENNSYLVANIA -- Now that I found this site, I would also like to share my experiences. We have encountered serious problems receiving a credit for an item we ordered in April 2007 and cancelled in September 2007 after a series of issues prevented us from receiving our order. The customer service team has been very difficult to work with and has done nothing but provide us with inaccurate and incorrect information.
Background: In April, we ordered the Ricki Sofa and Ricki Accent Chair. We placed 50% down at the time of purchase and then paid the remaining 50% in May before the items were to ship. We were given a delivery time frame of late June. At the end of June, we received a phone call from the delivery company that there was damage to the wood on the sofa and that a replacement piece would be ordered promptly. We did not hear from the delivery company again until August 2nd. The replacement furniture was not deliverable yet AGAIN due to damage to the fabric on the chair.
We contacted the store from which we ordered the furniture and explained the situation to them, and that we considered canceling the order as we were now concerned about the quality of the furniture. They offered to “fix” the situation by delivering the damaged furniture to us so that we had furniture while we waited for another replacement. This was obviously unacceptable, so after much deliberation, they reluctantly offered us a $250 gift card to keep the furniture order open. They also told that us they would rush the order and it would only take 2 – 3 weeks for delivery.
After 7 weeks and no communication from the store, we cancelled the order. This was done on September 13th. We still do not have the money back. We are awaiting a credit that has been paid to Z Gallerie for 5 months now, yet we have no furniture in our possession. Upon speaking with the customer service team several times, who assured us that the credit has been finalized from their side (as of October 4th), we are still awaiting this credit. I see that many people have similar experiences and am wondering how ZGallerie continues to get away with this.
GARDENA, CALIFORNIA -- I ordered an iron wall mount as a gift over the phone. First shipment was lost by FedEx, I spoke to 3 different customer service reps all of whom said they would call me back with information and never did. I continuously had to call and be led around in circles to get anywhere. A reorder was place without my approval, I was waiting to hear back from someone about having a new one shipped with expedited service being that I had already waited an extra 2 weeks. I never received a call and a new one was ordered without my approval.
If I knew my shpping would not be reimbursed it would have been cancelled right then and there. Now that I have received the second mount, over a month after the order was placed, I have called 3 times to speak to a supervisor about having my shipping refunded or at least paid for to have the item returned. WORST CUSTOMER SERVICE EVER.. I will never order from them again and do not recommend anyone to purchase their pieces.
REDDICK, FLORIDA -- I have had horrible customer service about a Christmas internet order I made. I paid to have priority mail. My order arrived with the items thrown in the box. Some of the items had fallen out of the packaging. My order was incomplete. I was to get a box of six fancy pencils. One was thrown in the box willy nilly. When I first called when it wouldn't be to late to get me the rest of my order on time. I was on hold for 25 minutes and they kept putting me on hold when I finally got through. They told me that they would correct the problem. It hasn't been corrected and tomorrow I travel for Christmas. No gifts.
I've been on hold so far waiting for my call to be answered for 43 minutes. One message said due to high volume call back at another time. Now that doesn't surprise me. If other experienced the same as me. I want a refund on my shipping and a credit for the products that didn't arrive on time! If they ever answer the phone!
80301, COLORADO -- Buyers beware! I bought the Java Daybed for my 2.5 year old daughter and it arrived about 2 months after I ordered it. Everything was fine for a while and then I started noticing these weird bugs in her room. They looked like really big ants with square heads. We had stored her crib mattress under the bed and when we pulled it out, there were little mounds of sawdust on it. The bed turned out to be infested with wood boring beetles! When I called customer service, their management was all out to lunch. 4 hours later, they called me back and essentially said, "they're not termites, they're beetles. It happens sometimes overseas. Sorry.
We won't have another bed until October. "I will never ever purchase anything from them again. Their customer service sucks and the furniture was not worth the headache of wood boring beetles. Oh, it also took them 5 days to pick up the bed after I called it in and the delivery memo said "This bed needs to be burned and pictures of the burned bed need to be emailed". Now I'm stuck with an unhappy toddler and I have to find a new bed for her as well as calling an exterminator.