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Home Gallery Furniture, Richmond VA. - Internet Furniture Sales. What a NIGHTMARE!!!

Complaint
Review by ok4now on 2013-04-08
We've been shopping for a formal dining room set and found the perfect one at a local furniture store for $5600. This does not include tax and delivery. Knowing that there is a high markup I did a Google search for the manufacturer and product number. Home Gallery had the exact same set for $4600 with free shipping, no tax and white glove setup. I was suspicious. Called customer service with many questions, they seemed legitimate and were very professional.

I next checked them out with the BBB and read customer reviews. Found a few complaints that were resolved and they had a high rating with no real reported problems. When ordering you have to agree to their "terms and conditions." I placed the order using my Chase Visa and knew that I had recourse if there was a problem.

Fast forward. Five weeks later this huge tractor trailer from N. C. arrives. They proceeded to unload all of the furniture wrapped in furniture pads. I knew there was a problem. New furniture is shipped in boxes not pads. After they brought it all in and unwrapped it the furniture was covered in a thick layer of dust. It gave the appearance that it sat in a warehouse or was a customer return. Upon closer inspection I found damage, gobs of stain unevenly applied with drips and numerous chips and scratches. This looked nothing like the set I saw in the furniture store. I refused the entire delivery and made them put it all back in the truck.

Now the battle with Home Gallery begins. Because I agreed to their "terms and conditions" (which favors them not the customer) they want to whack me with a 33% restocking fee, full shipping charges for the delivery and return plus storage fees. This would be over $2000 for damaged furniture that I refused. Really? What I agreed to was the delivery of first class brand new undamaged furniture. I immediately filed a C. C. dispute with Chase with documentation and pictures. I put Home Gallery on notice that I was prepared to file a formal complaint with the BBB, The Attorney General, various consumer groups and my personal attorney.

Conclusion: This was a real battle but in the end Home Gallery decided to make an "exception" and refund my $4600. Possibly other customers have had better luck with them but after this experience I definitely would not recommend them.
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