ComplaintsforZ Gallerie

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased from Z Gallerie a leather modular sectional sofa called the, Convo Leather Sectiona. This was purchased on 11/05/2023 and delivered on 11/29/2023. This is a sectional that is composed of separate chairs that are pieced together to form a sectional sofa. *** only had the sofa for three months and one of the armless chairs has a small spot where the seam is coming apart. Its located on the corner side of the top cushion. I called Z Gallerie and informed them of this defect and was told that because its out of their 7 day return window that there is nothing that can be done. They wont even pay to have somebody come to my house to sew the seam back together (its a small spot). I paid $5,684.89 for this leather sectional and I expect that the furniture should last longer than 3 months. I dont want this item returned, just have the seam re-stitched. The manufacturer should stand behind the furniture that is built.

  Business response

  03/25/2024

  Good afternoon, 

  We hope this finds you well, thank you for bringing this to our attention. 

  We would want to apologize for the overall experience and the defect presented on your sectional, we reviewed your account and the proof of delivery and this was delivered almost four months ago, thus, it is no longer covered since it was reported outside of the 7-day time frame advertised on our website. We are able to discuss possible options and proceed with a replacement, refund or technician visit if the item is reported within 7-30 days, after this time frame, we can not proceed with any claim. 

  We can recommend www.furnituremedic.com as a third party company outside from Z Gallerie, they can review your photos and share with you possible options, however, this is not something we can cover. 

  We appreciate your feedback, we have forwarded your photos and claim to our quality control department to avoid this happening again in the future. 

  Have an excellent day!

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered chairs in October 2023 online. I had been looking at these chairs for over a year hesitant to buy because of the six month wait time. I later saw that it had changed to a four month wait time so I bought them. My confirmation receipt read that I would receive them in late February, when I didnt I called Zgallerie and the woman who took the call was crass and hard speaking. She looked up my information and said that I would received my chairs in mid March instead because they are coming from *****. she then asked if there was anything else I needed and just before I said anything she hung up on me. So I sent a complaint through the ** headquarters site about my experience with the ** employee. I never heard anything back from them. Now its mid March and I received an email from ** stating that my chairs have been shipped and that I will receive them In June. I wish I had not bought anything from this company. I always thought they were a reputable company but after this experience I now know that they are wolves in CHEEP clothing. I do not want to wait an additional four months to receive my chairs I paid over $1700 bucks because of the 300 additional money for shipping. I would like all of my money back and buy locally.

  Business response

  03/19/2024

  Good afternoon, 

   

  Thank you very much for taking the time to provide us with your valuable feedback. Your input is incredibly important to us as it helps us to continually improve our services.
  
  We're truly sorry to hear that your recent experience with us fell short of your expectations. Please accept our sincerest apologies for any inconvenience or frustration this may have caused you. We want to assure you that we are actively working to address the issues you've raised to ensure that they are not repeated in the future. Your feedback serves as a valuable reminder of the areas where we need to focus our efforts for improvement.

  On a positive note, we're pleased to inform you that your delivery is scheduled for today, 03/19.

  Once again, we apologize for any inconvenience you may have experienced, and we sincerely appreciate your understanding and patience. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us.

   

  Thank you for choosing Z Gallerie. We value your business and hope to have the opportunity to serve you better in the future.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sectional sofa in September 2023 and charged it to Z galleries line of credit account (citizen pay). I pay every month. The sofa was supposed to be delivered on December 24. I never received contact from the company so when I called in December, I was told that it would be delivered by early March 2024. End of February I was told it was still on track for mid March delivery. Today I am being told it is delayed again with no expected delivery date, and they are unable to get a hold of the manufacturer. I am also being told since it was a sofa order it is considered custom, and I cannot be refunded. The company never proactively contact me to let me know if the delays I have to call over and over and try multiple emails before I can get a hold of anyone. I made this purchase prior to their bankruptcy, and it is extremely frustrating that I do not have the product and cannot get a refund on the line of credit.

  Business response

  03/19/2024

  Good morning, 

   

  Thank you very much for taking the time to provide us with your valuable feedback. Your input is incredibly important to us as it helps us to continually improve our services.We're truly sorry to hear that your recent experience with us fell short of your expectations. Please accept our sincerest apologies for any inconvenience or frustration this may have caused you.

  We received a message from ***** through our social media and we canceled the order per the customers request, the order has been voided, we responded to all her doubts regarding the refund process and sent her a cancellation confirmation with all the details. 

  The refund for Citizens Pay has been escalated to our management team so we can contact them directly and ask for the account to issue a refund for $2500, the remaining was paid with a credit card, we have also request to please contact our customer service team so we can issue a refund for $306.58. 

  Once again, we apologize for any inconvenience you may have experienced, and we sincerely appreciate your understanding and patience. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to send us a new message through our social media or reply to the cancellation confirmation sent via email, we are more than happy to help you. 

  Have an excellent day!

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had received store credit for approximately $100 that supposedly never expires. I went to make a purchase in Dec 2023 for a significant amount in store (more than the value of my credit) but was told I can no longer use my store credit and policy changed in Nov 2023. ZGallerie no longer accepts store credit or gift cards. There was no notification, including in the companys emails. I was told there was notification on the website but a consumer would only see that if they happened to navigate to the website. This is unacceptable. I would gladly have used my store credit and spent way more out of pocket but I dont understand how a business can advertise never expires yet changes policy without direct warning. Im not even asking for a refund (which would be owed to me). But rather to be able to use the credit to purchase items. A court of law would not allow for such an incident.

  Business response

  03/19/2024

  Good morning, 

  I hope this message finds you well. I want to express my sincere apologies for the disappointing experience you had regarding the changes to our gift card policy and the subsequent confusion and inconvenience it caused you.First and foremost, I want to extend my deepest apologies for any frustration or disappointment you may have experienced as a result of not being able to use your store credit in December 2023.

  Allow me to provide some context regarding the changes to our policy. As of early October, we made the decision to advertise on our website, social media channels, and in-store that the last day to redeem gift cards was November 30th, 2023. We aimed to be as transparent as possible with our valued customers regarding this date, and we regret any confusion or inconvenience it may have caused.

  Regarding your store credit, I understand your frustration with not being able to use it for your purchase in December 2023, especially considering the promise of "never expires." Please know that it was never our intention to mislead or inconvenience you. Unfortunately, due to the policy changes implemented in November 2023, we no longer have the capability to process payments with gift cards, and the balance is not refundable.

  I want to assure you that we take your feedback seriously, and we are actively reviewing our communication processes to prevent similar issues from occurring in the future.

  Once again, I apologize for any frustration or disappointment this situation has caused you. If you have any further questions or concerns, please do not hesitate to reach out to our customer service department. We value your feedback and appreciate the opportunity to address your concerns.

  Have an excellent day!

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Z Gallerie has failed to rectify the situation. I was intially asking for a replacement now I am asking for a refund. Their representatives are rude and impatient and I refuse to spend money with them ever again. I placed an order for gold bookends on 1/26/2024 it is now 3/7/2024 and they are refusing to replace or refund the item. So with that being said, I would like a refund before i dispute charges.

  Business response

  03/15/2024

  Good afternoon, 

   

  We apologize for the overall experience with your order from Z Gallerie, we understand how important transparent communication is and we are sorry if the service provided was not what you expected, we have assigned your case and a refund has been issued, you will be able to see it reflected in 7-14 business days. 

  An email confirmation was sent to the address: **********************. 

  If you need further assistance, please reply to the email sent, we are more than happy to assist you. 

  Have an excellent day!

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had bought custom made chairs last year. 3 of the chairs had stains and I returned them last year. I still have not received my full refund. When I called customer service they had received the chairs. It was end of Feb 2024 and still no refund. I called the customer service and they apologized and said my refund will be processed by end of week. I called the week after and the manager, *******, says they have to call the warehouse to confirm they have received the chairs. I lost my temper and told him not to give me ***** it has already been cancelled. He said if i use profanity he is going to hang up and he did. They have not refunded my money and it has been 3 months!!!

  Business response

  03/11/2024

  Good afternoon **************, 

  I hope this email finds you well, thank you for your patience and time regarding your refund request. 

  We have issued a refund back to your original method of payment for $1271.77 and sent you a refund confirmation receipt at ******************. We apologize for the delay presented and we hope to serve you soon in the future. 

  If you have any questions or doubts, please do not hesitate to contact us. 

  Have an excellent day!

  Customer response

  03/12/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with the company on 1/16/23. I never got a confirmation email for my order which usually arrives within an hour or two. I called Z Gallerie on 1/17 and they mentioned they did not have a record of my order and if it didn't hard post on my credit card, then there was no way to verify it took place. I placed the next order on 1/17 and got a confirmation that the order went through this time. In February, I got a confirmation email that 2 of the same orders went through. I immediately emailed Z Gallery to confirm this was a merchant error and that there should only be one order. I sent a follow email 5 days later and Z Gallerie never responded to either email. I called Z Gallerie on 3/4 and spoke with ***** in escalations who said this was my error, not theirs and I would have to pay for shipping. I should not have to pay for anything after being lied to and then double charged for the same exact order. I am looking for a refill refund for one order without being responsible for shipping charges due to Z-Gallery's negligence and mishandling on my complaint. ****** acknowledged they should have responded to me via email within 2-3 business days and I still have not gotten a response from them. The order numbers that I received a shipping confirmation for are BIG-****** and BIG-******. This company is going out of business and scamming their customers on their way down. Disappointed after spending thousands with them to furnish my house but never again.

  Business response

  03/05/2024

  Good afternoon *****, 

  Thank you for bringing this to our attention and we also want to apologize for the overall experience with your recent purchase from Z Gallerie. 

  Your case has been assigned to one of our customer service representatives and a return label was sent to your email address in order to have one of the two orders returned, the return label has an expiration date of two weeks and once our inventory teams locates your return a refund will be issued. 

  If there is anything else we can assist you with, please reply to the email, we are happy to assist you. 

  Have an excellent day!

  Customer response

  03/05/2024

   I am rejecting this response because:
  
  You provided one label to return an order that came in two separate boxes. I would need 2 labels to return this order. 

  Business response

  03/11/2024

  Good afternoon *****, 

  We appreciate your prompt response, and we apologize if only one return label was sent, our customer service representative sent you a few minutes ago the second return label requested. If you have any questions or doubts, please reply to the email from our customer care team, they will be more than happy to follow-up with you. 

  Have an excellent day!

  Customer response

  03/25/2024

  I placed an order with Z-Gallerie back in January of 2024. Z Gallerie charged me for the same order twice in error and when I contacted them, they advised that I would have to pay a fee for the return. I reached out to customer service and filed a complaint and they advised that would process the return and give me a FULL REFUND once they've received the order. They got the order back and charged me $39+ dollars after mentioning they would give me a full refund acknowledging their error. DO NOT ORDER ANYTHING FROM THIS BUSINESS. THEY ARE CLOSING STORES AND TRYING TO GET AS MUCH MONEY FROM CUSTOMERS AS POSSIBLE. THEY STOLE $39.13 FROM ME AND I CANT WAIT UNTIL YOU GO OUT OF BUSINESS FOR GOOD. RECEIPT #****-6595 ORDER #******
  

  
  

  Business response

  03/27/2024

  Good afternoon *****, 

  Thank you for bringing this to our attention, we appreciate your review and communication. 

  Please note for future returns, if the order is being returned under preference reasons such as duplicated orders, did not like the quality/color/texture of the item overall, we only issue a refund for the subtotal plus taxes, shipping fee is non-refundable, also, the return expenses will need to be covered by our customers. 

  As an one time courtesy because of the overall experience you had with your duplicated orders, we paid for the return and issued a full refund back to the original method of payment, if you have any questions or doubts, please send an email to our customer service department, we are more than happy to assist you. 

  The refund confirmation of the shipping fee will be attached to this response and was also sent via email at: *****************. 

  Have an excellent day!

   

  Customer response

  03/27/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I ordered the Ventura couch in 9/5/2023. We were told it would arrive late December, then it changed to March. Since then I have emailed and called several times. I asked for the warehouse and shipping company number and I was told I could not have it. Now i received an email stating the couch was shipped with no tracking number and the date changed AGAIN to June 22-july2nd, I am furious and I emailed the company and it says that my email was BLOCKED. I have already been contacts by lawyers in regards to their bankruptcy and a class action lawsuit and I want to follow through. I stated in my email I would be willing to receive a refund OR be refunded the shipping charge if the couch was delivered THIS MONTH (March) but again email blocked, Im disgusted with this company and moving into our house with no couch, and I have explained this to them. This is $3,000 !!!! This company are crooks and Im so upset.

  Business response

  03/05/2024

  Good afternoon, 

  Thank you for bringing this to our attention and we apologize for the delay presented on your customized order, we have assigned your case to one of our escalations representatives and an email was sent to you describing the status of your order. 

  1.The order has been shipped on 03/01 from our warehouse in *******, ** to the local delivery company in your city. 

  2. The order is expected to arrive at the delivery companys warehouse by the end of this week. 

  3. The customers zone is over 200 miles away from the delivery company, this might impact the time frame when the order gets scheduled for delivery, however, we have done everything on our hands to let the delivery company know this needs to be scheduled as soon as possible. 

  4. Z Gallerie does not provide monetary compensations for delays, however, because of the experience provided, we are happy to discuss compensation once the order gets delivered in good condition. 

   

  We again apologize for the overall experience. 

   

  Customer response

  03/08/2024

   I am rejecting this response because:

   

  I have been told I will be hearing by the delivery company to set up an official delivery date by the end of this week.  It is now Friday morning and if I do not hear from the delivery company to set up a delivery date by the end of today, I will be escalating this. And I expect compensation. If the item is at the local delivery zone then there is NO reason they should not have called me yet. I expect a call no later than the end of the day. And I want the number to the warehouse where it will be sent from so I may contact them myself. I have no information other than your word and your word has done nothing for me so far. I will not close this case until I know that this couch is in route and I have absolute certainty this will be sent immediately. As of right now I have no proof tracking number, contact with a representative from the shipping company or anything other than words to show that this is taken care of. At this point you still have my ***** and I have no product. I hope to hear from them today and have a delivery set up with documentation showing this is legitimate. 
  
  

  
  

  Business response

  03/11/2024

  Good afternoon, 

   

  Thank you for your prompt response, patience and time. Your order has been received at the delivery companys facilities, follow-up was promised in 1-2 business days and our customer service department sent you all the shipping details via email. We apologize if we can not share a specific delivery date right now, that can be only discussed between the delivery company and you. Please note the distance from the delivery company to your home is over 200 miles and the delivery might take longer than regular zones. We are currently doing everything on our hands to have your order scheduled as soon as possible, an email was sent to the delivery company asking for an update, as soon as we hear back, our customer service department will continue to follow-up with you. 

  We apologize again for the inconvenience. 

  Have an excellent day!

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Products were ordered & paid 10/12/23 Company keeps pushing delivery date Not happy with service. I would never charge someone without delivery of a product withing 30 days.This is awful.

  Business response

  03/05/2024

  Good afternoon, 

  We sincerely apologize for the inconvenience you experienced with our service. Your feedback is invaluable to us, and we are committed to addressing the issues you encountered to ensure a better experience for all our customers. Your case has been assigned to one of our escalations representatives, she has contacted the vendor asking to please provide us with an updated ETA, as soon as we get a response, all the details will be forwarded to you via email. We understand how important transparent information and communication with our customers is, we will do our best to ensure your order gets delivered as soon as possible. Once the order is delivered in good condition, compensation for the delay will be discussed with you. 

  We apologize for the inconvenience again. 

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 31 @ 0954, I made a purchase of a wall art item called the, "Catwalk", SKU Item #********* on the Z Gallerie website (***************************************). I received an confirmation received email of my order: ORDER NUMBER: ******, CUSTOMER ID: ******, ORDER DATE: 12/31/2023 09:54 AM, the total purchase amount to include taxes of $626.90. Several weeks went by and I had not received an update to the shipment of my order. I contacted customer service on 01/26/2024 and spoke with a customer service representative who and inquired about my order. The representative told me that the order had been cancelled due to a glitch in the system. I asked questions about what does that mean a glitch with their system and why wasn't I notified about this issue. He did not explain further and kept saying that it was due to a glitch but gave no further explanation. I kept asking questions and ******* hung up the phone. I called back and spoke with another customer service representative (*****) addressing my concerns about my order, the previous lack of concern by the previous customer service rep and that I did not receive notification that my order was cancelled nor receipt of a cancellation email. ***** put me on old and came back and stated that I would receive a refund within 5-10 business days; approximately on 1/31/2024. After receipt of my refund if I would like to place my order again then I could do so online or by calling there customer service number. I waited for another couple of weeks but did not see a refund. I called again and spoke with another customer service representative (****) addressing the issue of not receiving a confirmation of cancellation of my order or not having received my refund. **** sent the confirmation of cancellation of my order and stated that I would receive my refund to which it would process 7-10 days or (13 business days). As of today, I have not received my refund for this order.

  Business response

  02/28/2024

  Good afternoon, 

  We apologize for the overall experience and lack of follow-up regarding your cancellation and refund. A refund for the total amount of the order $626.90 was issued today and a confirmation email was sent to the email address: ************************* so you can have all the refund details on record. If there is anything else we can assist you with please do not hesitate to contact us, we are happy to help. 

  Customer response

  02/29/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩