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

Order #1303740-Ella Wall Clock. Placed order in October 2018. Was not delivered by the timeframe estimated so I called to check on the order. Was told it was damaged in transit and returned back to warehouse. Was told had I not called they would have just canceled my order and refunded. I asked for new order to be sent. It was. Received this time and it was damaged. The outside label on the box actually said Damaged!!! I have pictures of this as well. After multiple phonecalls, was told to send picture of the damage for review within 5 days. Never heard back. I have called over 15 times, each time waiting 40+ minutes to speak to a representative (have call logs and screenshots to prove it). Am told a different story every time. After my pictures were 'reviewed' I was told to throw away the damaged clock and a new one would be sent. Next day I receive a return label via email to return the clock they told me to throw away!!! Have been told for over a month now that a new clock is shipping out and it never is. Have asked to talk to supervisors multiple times...one time I was told there aren't any supervisors on site and they are not ever on site, only available if you request a call back from one of them. Then today I was told "they are all in a meeting" and representative would submit an escalation email for supervisor to call me. I asked when should I expect a call back and was told the estimated wait time is 5 DAYS. TO TALK TO A SUPERVISOR!!! Over the multiple times I have called, I have been called impatient by a representative -let me remind you I have been waiting since OCTOBER 2018 for this clock-and one representative actually had the nerve to tell me she recommends I take a chill pill. Everytime I call it is an hour of my time on the phone waiting on hold and I am told a different story every single time. the representative today said she wishes the last representative I talked to would have been upfront with me so I was not led to believe my clock would ship out this week since they are 'weeks' behind in reviewing their orders. WHAT!! Not to mention I have been actually HUNG UP ON TWICE by customer service reps. I am appalled at the level of service this company offers and how it does not seem like I will ever receive this clock that I paid $300 for. it is a gift for my mom who is looking forward to receiving it, which is the only reason I have not said screw it and just sent a refund. Which I don't believe I would ever receive that either at this point. I AM AT MY WITS END!!!

UPDATE-I finally requested a refund because I am OVER IT and they tell me only supervisor can issue a refund...but a supervisor will never call you back!! Yes, you have to wait for a supervisor to call you-apparently there are none of site, EVER. They are holding my item and money hostage. This is THEFT. Taking it to the media and the investment company!!!

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Wrongfully accussed!!!!!!!!!!!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I want to share my recent experience with Z Gallerie in Willow Bend. Store Management mistakenly associated me with fraudulent activity in their store that was humiliating and caused my accounts to be suspended. I purchased gift cards in the store with my PERSONAL account and someone from Loss Prevention reached out to a recipient of one of the gift cards and informed them that it was being purchased with a stolen credit card. Really!!!!!!!!

Then I speak with Loss preventions and she states. Store Management from Willow Bend said you were in the store that day accompanied by a female with Red Hair?? I was completely confused by the entire comment. She then goes on to say. We received a call today from a party saying that his card was fraudulently used in the store that da and you are supposedlu associated with this individual based on what Store Management says. Long story short. I confirmed my identity, it was not me, never met anyone with Red Hair, Just buying Gift Cards in the store that day led to all of this. Now they want to come back and say it's not their fault it's the banks fault. ABSOLUTELY NOT!!!!!!!!!!

Z Gallerie called the bank and reported it was suspicions activity before even establishing whether it was suspicions activity or not!! Loss prevention then said I was using a stolen credit card, and informed a 3rd party that the gift cards were purchased with a stolen credit card. AL OF IT COMPLETE;Y UNACCEPTABLE!!!!!!!. I AM PURSUING legal ACTION. Below is what I sent them.

After consulting with an attorney on this matter, below are the violations that occurred Based on finings, I am entitled to punitive damages here that exceeds what was discussed. I can also pursue claims of defamation of character as well.

  1. When this first was brought to my attention Mrs. Shook informed a recipient of one of the Gift Cards that the Gift cards have been deactivated and were purchased with a stolen credit card. (Unacceptable Defamation of Character)

  2. Mrs. Shook proceeded in questioning me regarding an actual incident that did occur in the store in which I purchased the gift Cards stating that Store Management stated that when I cane into the store I was accompanied by a female with red hair that was being investigated for making a purchase with a stolen card and SUPPOSEDLY this individual was with me. ( Unacceptable Defamation of Character)

  3. All of my accounts that are serviced by Comenity Bank were suspended as a result of Z Gallerie Prevention Department claiming suspicions activity on my account. Which I now believe was due to Zgallerie claiming I was associated with a female in the store the same day I purchased the Gift Cards who was being investigated for using a stolen Credit Card. (Unacceptable falsely accused.)

  4. My accounts were suspended for a little over 30 days as a result of this entire ordeal. ABSOLUTELY NOT OK!!!!!( Unacceptable Punitive Damages.)

  5. Poor follow through to get this matter corrected with regards to crediting back my account reactivating the Gift cards etc. ( Unacceptable Punitive Damages)

I have never been so humiliated and embarrasssed in my life. Not to mention the inconvenience and inability to use MY LEGITIMATE CREDIT ACCOUNTS!!!!1. I strongly recommend in the future that proper fact finding is established on the Front End By Z Gallerie prior to contacting a cardholder accusing them of being involved in a crime ring. I have been a cardholder since 2007 and will never patronize the establishment after this experience. I can't believe that you took advantage of this situation to offer me so litte. I am glad that I consulted with an attorney who is ready to accept this case if we cannot reach an acceptable amount.
Z Gallerie has everything to lose here. Sales being affected. company reputation, a nasty costly court trial. and negative publicity. I am declining the proposed offer and based on legal advice provided, at minimum to settle this, I am requesting a check in the amount of $. Which is quite a bit less than what could be awarded to me if we went to court.

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Awesome Customer Service
StarStarStarStarStarBy -
Rating: 5/51

MISSION VIEJO, CALIFORNIA -- I just want to thank store 44 Z Galleries - both Brenda, Julie, and the sales team were absolutely amazing. I clean houses. During a clean a feather duster and bengal cat won a war of chase and we broke a chess piece statue. I searched for this for three weeks until I found the piece on a Google search. Turns out it's a discontinued piece.

I was lucky enough to find it through customer service. They gave me three stores that had this piece. The store in Texas the inventory was off, they didn't have it. I then called Brenda at store 44 in California and explained my situation. She placed me on a brief hold, found the piece and got it shipped out to me in Colorado. She also knew how extremely important it was that this breakable piece make it in one piece. The staff triple wrapped it and boxed it so it wouldn't break.

They went above and beyond to make me so happy and a life customer! I will be shopping online in their store and shipping to Colorado for all my decorating needs. Thank you Brenda, Julie, and the shipping team. You are all amazing. Love you guys!!!

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Will I Ever Receive My Order?
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE, UTAH -- I ordered a decor item online. Selenite slab on pedestal. On 2/8. Website said ships in 2-3 weeks. When the next catalog arrived and it wasn't featured in catalog, I checked website, had been removed as well. I called cust svc. They told me backordered to late March. I called next day to see if I would be told same. I was told mid April. Called again to check status told March twenty something. Today is 3/22. If this item was to become available, why was it removed from site/cat... But my order still says in process? They are very rude on phone. This is 2nd incident of being jacked around numerous times by their online cust svc. Frustrating! I want that piece!

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Extremely Disappointed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- I ordered a $500 pool table rack for my fiancé for Valentine's Day. I ordered it February 1st 2018 and it arrived within the week. HOWEVER, it arrived broken. I called, emailed, sent photos of the broken item and was promised a new pool table rack to replace the broken one that arrived. Well, it's been over a month since I was promised a new pool table rack, and guess what?! We still have yet to receive the pool table rack or even a shipping/tracking notification. Absolutely unacceptable.

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Montecito Dining Table Purchase
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CORONA, CALIFORNIA -- I ordered the Montecito dining table on 5/28/2012 (order number **) at the Corona, CA location. The table was delivered on 6-8-2012. Before the delivery guys left, I asked them to extend both leaves on either side of the table. One side of the leaf was hanging, and would not stay up on one side. The delivery guy looked under the table and told me that two screws were loose. He said he had tightened them, and the table was now OK. The leaf was now able to stay up where it was hanging before. I noted this on my delivery slip and they left my home.

After they left, I had tried to put the leaf down and extend it back up again. It would not stay in place, and again was hanging on one side. When my husband and I inspected the table, we noticed that there were two big bolts completely missing from under the that side of the table leaf. It was after hours for customer service, and since it was a Friday, I waited til Monday to contact customer service. On 6-11-2012, I contacted customer service and spoke with someone named **. She advised me she would be sending me an email, and I needed to reply to the email with an attached picture of the hanging leaf and describe what was wrong with the table.

I did this, and she replied via email on 6-14-2012 stating that she processed a replacement for the table, and I should allow 1-2 WEEKS for delivery of the new table. On 6-20-2012 I received a call from someone saying they were calling to schedule a time for a technician to come and try and FIX the table. I was confused since a replacement was already ordered. The technician said he would contact customer service and confirm. Another customer service representative then called me right after saying that instead of them replacing the table, they were now going to try to fix it. I scheduled the technician to come out on 6-21-2012.

The technician showed up with the wrong bolts! None of the bolts he brought fit my table. I was furious, so I then attempted to contact the original customer service representative ** by email after the technician left, so I would have documentation. She never replied to my email, so I then called customer service and spoke with a manager who told me she was now going to follow through with sending a whole new table. The new table arrived on 7-6-2012. Again, after assembly, I asked the deliver guy to extend the leave on both sides. AGAIN, one side of the table was in poor condition.

It was uneven in the middle and looked as if the middle of the leaf was warped or uneven, causing it to dip in the middle and not lay even with the end of the table. The delivery guy tried and tried to fix it, but nothing worked. He told me I would have to contact customer service again. I made a note on the deliver slip, and he left. I immediately called customer service and asked to go directly to a manager. I was directed to ** who was very apologetic and asked me how I would like this situation resolved and what I expected Z Gallerie to do. I told her, I just wanted the table in good condition and I wanted to stop this ridiculous process once and for all.

She said I could get my money back for the table, have ANOTHER (third) table ordered, or pick something else from the store of equal value. I chose ANOTHER table to be brought. She said she was going to order the table and have it on the next delivery truck and someone would call me this week ASAP. She also said that because I have had such a terrible experience, that when and if I ever got a satisfactory table, she was going to make sure I got "compensated". She didn't exactly say what that meant. She said if the third table was to my satisfaction, I needed to call customer service again, and she would write in the notes for them to compensate me.

It is now Wednesday 7-11-2012 and no phone call for the THIRD delivery, and no calls from customer service. I am livid over this situation. I have never ordered from Z Gallerie before, and I will NEVER order again, unless Z Gallerie makes this situation right. I have been more than patient and have not once gotten upset or been rude to any of the deliver people or customer service support.

At this point, I feel like I am not being treated fairly considering the many problems I have encountered with this purchase. From the deliver service not assembling the table correctly the first time, from the confusion with the table being fixed or replaced, to the technician not knowing what bolts to bring for that table, to the customer service just pacifying me. Enough is enough, and I expect resolution and a formal apology.

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Bad Online Services
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

USA, TEXAS -- On January 2019 I bought ONLINE 4 lamps for my house, the order said that would arrive late February, early March! I was so excited and was tracking my package, then in early March I enter to my account, and was a note, this order has been cancelled, I try and try calling customer services, and never answered my call, the only good thing is that they returned all the money, super bad services, now I want to enter on my account and is unavailable.

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Do Not Want to Give Me My Refund
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- Let me start by saying that this is the worse customer service that I have ever dealt with. I manage a customer service center for a major retailer and the ways and policies of Z Gallerie would run us into bankruptcy. I ordered a vase on May 4th 2019. I waited for 2 weeks before I made the first call. Once I contacted them I explained to them that there had been no movement on my order and I never received a confirmation email with the tracking number. They apologized and said that they would take care of it due to a mistake on their system. June 4th exactly a month after ordering the vase I get a Z Gallerie delivery. I open the box to find a vase broken in little pieces. I take photos and email it to them and try to call them.

I waited for 1 1/2 hours until I finally gave up and selected the "Call me back" option. That night 4 hours later I received a call. I explained to them that I received my vase that I order exactly a month ago and it is severely damaged. I told them that I did not want to deal with their eCommerce side of the business and to please refund my money.

Today is June 18th and I have not received my refund for the damaged goods ordered on May 4th. BEWARE!! - Their corporate number will direct you to their customer service. I don't believe that they have a legitimate corporate office in U.S.. When you call their customer support you get absolutely nowhere and they will hold on to your money in the hopes that you forget or get tired of waiting. I will never order from Z Gallerie again and will pursue them for my refund or I will post this story in every review site that I can find. HORRIBLE COMPANY WITH HORRIBLE CUSTOMER SUPPORT!

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Terrible Customer Service, Rude Salesperson, No Follow Through
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SCOTTSDALE, ARIZONA -- I purchased two items for my daughter for a Christmas gift online at their website and charged them on my credit card. I called the store and asked the salesperson if I could have my son in law pick the items up at the store the next day since he works in that area and it would have been a four hour drive round trip for me to pick up the items. The man said no, that I would have to pick them up myself due to their strict policies. I obtained the company's corporate phone number and called them.

The customer service girl said that it would be no problem for my son in law to pick them up for me as long as she put his name in the computer under my account number as long as he showed his ID to the sales person in the store at the time of pick up. I gave the customer service representative his name and even spelled it for her. I let my son in law know that. The next day he went to pick up the items and they would not give the package to him, apparently threatening to call their Loss Prevention number.

The salesperson said the only way he could get the items for his wife would be to repay for the items himself and they would "void" my credit card purchase. So that is what he did. When he told me this story later, I was livid and called the corporate customer service number and found out that my son in laws name had never even been put in the computer as the pick up person as I was told it would be. It is now almost three weeks later and after many calls to the store and the corporate number I still do not have the refund credit for the items, so we have essentially paid for the items twice. They have given me excuse after excuse and apologized over and over again and yet still no refund. This is the worst example of customer service I have ever encountered in my life.

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Weston Bed Grey
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BIRMINGHAM, ALABAMA -- Yes I am disappointed when I recover my bed. I saw it in store. It look great and beautiful. But you can't judge a book a its cover can you? I order this bed in store and was promised to receive it by 5/5/2017 and I went to go pick it up. It was in 3 separate boxes. When I got home and open everything out the 2 side of the bed was broken. I mean, was broken! The broken part on both side where the box springs goes to hold it up, was half on the ground!

I called the store in Brookwood mall in Birmingham. Spells to a manager and they said sorry, they have no control over that, go call Corporate. I don't know why they were so rude and could not try to be more professional and help me get to a person that can help me get this taken care of. I spent over 2K on everything including curtains, 2 side table, and you're going to be rude to me?

I got a number for Customer Service through the internet and I was on hold for about 27 minutes before someone could answer the phone. Finally someone answered and I told them what the problem was, and they informed me they couldn't do a nothing because I picked it already. It wasn't deliver! But said to the representative that I couldn't open the boxes at the warehouse where I bought it and she simple said, "Is there anything else I can help you with?" and she just hung up.

I would like to inform everyone to NOT never shop indoor / outdoor / online / onsite / on the moon with this company! This was the most unpleasant experience I have ever had. Come to think of it almost people said the same thing!

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Z Gallerie Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 48 ratings and
65 reviews & complaints.
Contact Information:
Z Gallerie
1855 West 139th Street
Gardena, CA 90249
800-358-8288 (ph)
www.zgallerie.com
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