Z-Gallerie Complaint - Disgusting Customer Service - Beware, Beware, Beware!
SCOTTSDALE, ARIZONA -- BUYER BEWARE, BEWARE, BEWARE. I WISHED I HAD CHECKED PREVIOUS REVIEWS BEFORE I WENT TO Z-GALLERIE.
I found this dining suite online and I really liked the look of it. I decided to call my nearest store (Scottsdale AZ) to check if it was in stock and how long it would be for delivery. It was quite quick as they had it in stock. So I went to the store to make sure I was satisfied with the suite before committing to the purchase.
An assistant within this store asked if she could help, so I told her what I wanted to order. After a quiet scuffle with another assistant (the one I had spoken to on the phone before my visit) they changed over (obviously commission based staff!!!). Payment was an absolute nightmare, it left me feeling sick to the stomach and very embarrassed. I paid by check (there was plenty of money in my bank account for this purchase). The assistant put the check through a tele-check machine and it was declined and asked for authorization so I had to call my bank. I duly called my bank who proceeded to tell me that it was nothing to do with them, money was available and that it was the tele-check company that Z-Gallerie were using. It took over an hour to sort it out. VERY STRESSFUL!! It eventually went through. I was told that a delivery company would contact me soon.
Bravo Delivery Company called on 8th April and arranged delivery for the following morning (I was quite impressed). That feeling didn't last!!! The delivery guys brought the chairs in and informed me that they looked a bit grubby. I checked them and they were right. The chairs were disgusting, covered in black stains both on the uncovered upper fabric and even underneath the plastic covering on the seats!!! The wood on two chairs had ingrained scratches. It looked as though I had been to the nearest charity shop and bought these. I was DEVASTATED. I kept the suite as the delivery company guys suggested, they told me that Z-Gallerie will 'simply' replace them. NOTHING WITH Z-GALLERIE IS SIMPLE!!! So, onto the Customer Service Department.
I immediately called Customer Services. The agent was RUDE. I told her that I needed this sorted out quickly because I have overseas visitors coming. She couldn't care less, she told me that a 'tech' will call to make an appointment in 3-5 working days to assess the condition of the chairs and will try and fix the problems. She then proceeded to tell me that if the chairs couldn't be repaired then they will be replaced in approximately 3-4 weeks. I told her I didn't want a 'tech' to fix the problems. This is brand new and shouldn't have 'problems' and that I wanted and needed them to be replaced asap. If you deal with Z-Gallerie you will hear 'I can't give you any guarantees', 'no guarantees', 'this isn't guaranteed'. I told her that this was unacceptable and that the chairs should just be taken back and new ones to replace them. She stopped listening to me then. I asked for a Supervisor.
I spoke to Jennifer, a Supervisor. I explained my situation, she repeated everything the first agent said. I told her it was unacceptable. Finally, after having to tell her why I needed this delivery and wanted it to be perfect (my visitor is my Mother-in-Law, who has been diagnosed with incurable blood/bone marrow cancer) she agreed to put an order in for six new replacement chairs and try her best to expedite delivery. I called Jennifer the following day, just to make sure the order had been placed, unfortunately her voicemail was on, so I left a message for her to call me. No surprises here then, she failed to call.
I wasn't available the following weekend and my Mother was babysitting for me. She took a telephone call from a Company trying to arrange a 'tech' call to fix problems with chairs. This was not agreed to. My mother called Z-Gallerie Customer Services and also the Scottsdale Manager, Travis. After, many conversations and quite good help from Paradise in Customer Service, she was told that six chairs had been ordered and delivery was expedited.
I received a call from Z-Gallerie on Monday 13th April. A man told me that my delivery was going to be between 7 and 9am on Wednesday 15th April. I repeated that it was definitely going to be the delivery of my chairs. He said 'YES'.
So, now it is Wednesday the 15th of April and I am ready at 7am and looking forward to the delivery of my chairs. At approximately, 7.20am, a man is at my door, telling me that he is a 'tech' who has been asked to look at my chairs. I nearly fell to the floor with shock. He knew nothing of new chairs!!!!!!!!!!!!!!!! He told me to call Z-Gallerie, they will have the photos of the furniture. It feels as though the Company didn't believe me when I told them how bad the items were. All this Company wants to do is pass the buck (an English expression I think), They blame other people or other Companies so they doesn't have to accept responsibility.
I am currently waiting for a telephone call from Jennifer the Supervisor in Customer Services or a Manager (above her) to discuss how this has been handled. THIS BETTER GET FIXED.
Please think very carefully about purchasing furniture from Z-Gallerie. Beautiful, contemporary style but terrible Customer Services and I wouldn't want anymore people to go through the stress and upset that I am dealing with right now.