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!!!
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.
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.
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!
GARDEN CITY, NEW YORK -- A poor quality sofa for the price, cheap fabric, cracked and broke within less than two years of purchase (15 months). ZGallerie only has a one year warranty on the fabric. I've had furniture from Bob's that has lasted way longer than this overpriced set. The company promotes modern, quality products but all you will receive is clearly something not well designed because not enough fabric was considered when the buttons were put in and also low-grade fabric was used. Beware! Not worth the hassle or price.
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.
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.