Z Gallerie
Reviews and Complaints

Purchased a montecito dining table from zgallerie. It took 2 months and 3 tables later to get my final table. My final table is still not perfect. The first 2 tables were defective and the extension leaf was broken on one side. The first delivery service also left two huge bolts missing when assembled. I have a stack of notes from contacting customer service. Customer service was the worst I have ever dealt with. They were unwilling to call back, unknowledgeable, pushed the blame back on vendor, and gave me the run around. I got so fed up that I feel like I settled for the 3rd table that was still not perfect. They ended up sending me a fed ex gift card for $200.00 (Had to go to the highest customer service manager). $200.00 i'm sorry for a 1300.00 table! I used the $200.00 gift card to help purchase an eclipse chandelier. Was told the light would be delivered to store and I could pick up in 3-4 weeks. Wrong, the sales lady was wrong. The light was a "special order" it's 5 weeks later and I have talked to 4 different customer service reps who again, refuse to call back, push the blame on the vendor, and refuse to go out of their way to get me details of the new eta. I was just told that the light will now have a total eta of 9 weeks and will not be able to be picked up in store. Had to speak to a manager to get my order cancelled and refunded. Never again. Beautiful things, but the quality and service is the worst I have ever seen or dealt with.

In March, we were finally ready to purchase a brand new sofa, and headed to Z Gallerie. I really like the style of the sofas that they have, and being able to choose our own fabric and have the sofa "custom made" was a big plus for me. After 4 visits to the store, we finally chose the Soho Sofa in the Graphite fabric. The swatch was a dark grey, and we happily paid the $1200 for the sofa. About 5 weeks later, the sofa was delivered to our home. When I got home from work, I felt sick. The sofa was PURPLE. I had planned on posting before and after pictures of our living room, but with a purple sofa, I was beyond embarrassed. I wouldn't even take a purple sofa for free, let alone pay $1200 for it! Having studied interior design, I went to work searching for what other colors in the room could be reflecting and making the sofa look purple. We bought a new rug with grey in it, hoping to make the couch appear more grey. It didn't work. We painted the walls in the room a cooler color hoping to make the couch appear more grey. Also didn't work.
Every Time I walked into the room, this giant Barney-looking sofa stared back at me, and it's embarrassing to have spent such a large amount of money on something that I dislike SO much.
Last week, we took one of our sofa cushions into the local Z Gallerie store to compare it to the swatch. They were totally different colors! The swatch is a dark grey, like we chose, and our sofa cushion was purple! The Z Gallerie employee even agreed that they were two very different colors and gave us the Customer Service number. After calling, emailing, and sending photos of the swatch on top of our cushion, I was told that we got exactly what we ordered, and that over time, the couch color will "lighten up". So they're telling me that their product is such a low quality, that I should expect it to fade, and that the faded color is what I want/ordered? How long will it take for my $1200 sofa to fade to the color that was misrepresented in the store? Should I put it out on my back porch so that the sun can "lighten" it up to look like the swatch which we chose from? I understand variations in color and would have been totally fine with a lighter or darker grey than the Graphite swatch. However, paying $1200 for a purple couch is not what I agreed to. Now I have to figure out whether I can live with a couch that makes me sad, sell it and try to recoup some of the cost so that I can purchase a sofa somewhere else that cares about their customers and doesn't deceptively display incorrect color swatches to choose from, or pay more money to get it reupholstered to a fabric of my choosing. Had I known that the "variations in color" could mean a totally different hue, I would have never invested that much into a sofa. And if this is an example of their standard of customer service, I will not be giving my hard-earned money to them any longer I will be sure that everyone I know hears the story about the "Barney" couch, and how they refused to do anything about it.

After receiving a much admired mirror, it was purchased for me as a Christmas gift in 2009. The mirror is currently hanging in my dining room amongst many other Z Gallerie accessories. About four months ago I noticed smoking looking round circles on the front of the mirror. I spoke with the sales associates at the store and was told that I had to contact customer service being that it was purchased over a year ago. Customer service informed me that unless I had the receipt, there was nothing they could do. They couldn't offer any suggestions at all, it wasn't their problem. They know its their merchandise and they won't stand behind the product. I had selected bedroom furniture from the store and after this experience, I will purchase from somewhere else. Very disappointed in their lack of customer service.

After receiving a much admired mirror, it was purchased for me as a Christmas gift in 2009. The mirror is currently hanging in my dining room amongst many other Z Gallerie accessories. About four months ago I noticed smoking looking round circles on the front of the mirror. I spoke with the sales associates at the store and was told that I had to contact customer service being that it was purchased over a year ago. Customer service informed me that unless I had the receipt, there was nothing they could do. They couldn't offer any suggestions at all, it wasn't their problem. They know its their merchandise and they won't stand behind the product. I had selected bedroom furniture from the store and after this experience, I will purchase from somewhere else. Very disappointed in their lack of customer service.

Z gallerie has beautiful pieces, but has innapropriate delivery. Item took over 1 month to arrive at my home. Furniture arrived damaged, second delivery took another month to arrived, arrived damaged as well. Customer service kept me on hold for 48 minutes, and third delivery was arranged. Third delivery arrived missing parts. 3 months later, I am still waiting on my bed delivery. I have not received a follow up call from Z Gallerie. Attempted contacting customer service today, but was left on hold for 43 minutes once again. Im a very frustrated customer. I wish I would have purchased furniture from a local furniture store. I will NEVER purchase furniture from Z Gallerie again.

I purchased a platform bed from Z-Gallerie at a cost of $1, 000.00 and a dining room set in June of 2010 at a store in Alpharetta, GA. With the high cost of their products you would expect top quality service which in my experience is not what we received. Apart from having to wait 3 months for the products to arrive at their warehouse, after placing the order and paying in full, the delivery company they use did not check to ensure all parts were in the truck. They omitted to include the HARDWARE and the LEGS for the bed. I was told told that there was nothing they could do and I would have to wait until they got back and I was contacted.The following afternoon I received a call from the delivery co. and was told that the parts would be shipped out and I could have them come back out to assemble the bed(Note:We paid for delivery and assembly)A week later nothing came and I called their head office in CA. I explained to them the situation and was told the missing items would shipped via Fed-x. They were shipped out 12/3 but Z-Gallerie used the cheapest service Fed-x provides and our items arrived on 12/9 at 7:47pm and left at our front door. You would think with what one pays for their products they would at least send it 2nd or 3rd day air. What was really surprising that after all the nonsense, they once again forgot to ship out the legs...Again I called CA and was told that the parts dept. was not available and they would have to either order them from the manufacturer or pull them from another product if in stock as they do not keep spare parts on their products.Their rep couldn't even commit to a replacement and the only thing that they would be able to do was to refund the money.

My order was placed on 6/18/10 and to this day I'm still trying to get our bed properly delivered.I don't even want t hem to come back out to set it up. DO NOT BUY FROM Z-GALLERIE! You're better off going over to BOVA or BOCONCEPT! At least you know they emphasize the importance of QUALITY customer service.

I have spent my career in a public service field and know the importance of "the customer". Apparently, Z Galleria does not grasp this concept.I am continually disappointed by the lack of "service" that exists in many stores and service organizations.

And ironically, it is part of the reason we have established a consulting firm that addresses the "customer experience" needs. If stores like yours continue to treat patrons as I was treated today, Internet shopping will continue to see growth, and people like me who like to to business in person will migrate to using the web. Less of a chance to be humiliated and disappointed.

Z Gallerie has some of the worst customer service I have ever experienced at a retail store. With that said, let me be clear. I am not as much referring to the workers in the store. They were at least nice and tried to help (although I do feel they misrepresented things). However, when contacting customer service to discuss my concern, I was essentially told "tough luck - there is nothing we can do." In every conversation I had, it was clear they couldn't care less if I ever bought another thing at this store (I won't!).

Bottom line - I bought a sofa from the web site (they didn't have one in store) - spent $2, 500 for "down cushions" and essentially got hard, foam cushions. I could have gotten that for $1, 000 somewhere else but I paid more because I thought I was getting a higher quality product. Not true. Add insult to injury - they treat their customers like crap.

Only buy if you know for sure you won't have any issues. If you do - they are likely to tell you what they told me - "sorry, nothing we can do."

I ordered the Bourghese Chest online on Oct 22, 2009. It is now March 22, 2010 and I still have no chest. The dresser was sent back 3 different times because it did not pass the quality inpsection once it reached the delivery company. The ZGallerie customer service representatives are horrible and not helpful at all. They should go above and beyond to please their customers and absolutely do not. This has been a huge inconvenience. I have been living out of boxes waiting for this dresser. I could have ordered something from another furniture company long ago had I know what I nightmare this would be. Needless to say, I canceled the order and will never purhcase a piece of furniture from ZGallerie again!

I am writing to complain about the horrible experience I have had with Z Gallerie. They took over 3 months to deliver a product that was the wrong color when they told me I would have the buffet within a month. Customer Support was horrible they were not helpful in the slightest bit and told me after they sent a second piece of the same color that there is nothing that they can do. Finally I had the delivery company bring the piece down to the store to have the store manager confirm that the color was WRONG! Finally they said that they would take the piece back which they did, but after over a month they had still not refunded me. Then mysteriously a purchase was made on my credit card that I had in my possession. I refuse to shop at this store ever again due to their poor customer service. I mailed in a letter to the credit dispute department and some how they never received it. I will never again do business with this company!

I have never written a bad review on anything, but Z Gallerie succeeded in coming through with the worst customer service experience of my 52 years on the planet. To be fair, I gave them every opportunity to correct their mistake, but they brashly declined. To put it simply, I ordered a custom coffee table that is displayed in a dark brown color in their showroom. After three months, the table showed up and it was black. I realize the color difference isn't dramatic, but would certainly stand out as the last piece in my new living room. I opened the box in the store and said, "this isn't what I ordered". Their answer was, "sorry, there are no returns on special orders", then proceeded to admit that there was a color difference, but it was "due to the lighting". I asked for the manager (Theresa) and was referred to the Customer Service Dept in Colorado. After logging 14 calls to Jennifer there over 6 weeks, she finally called back. They confirmed my story that the color was wrong, but stuck with their policy and whacked me for a 20% restocking fee, which is unbelievable, even after they also confirmed that I had spent thousands of dollars there recently to furnish my house after a divorce. There are five other furniture retailers within 1/4 mile of Z Gallerie, ALL of whom offer normal or standard returns or full refunds on furniture, special orders or not, and with no reason required. I was charged $283.10 for them shipping the wrong item to the store. I notice that this coffee table isn't carried by them anymore, either. If you have a worse customer service story than that, I'd like to hear it.

I went to z galleries in dallas, tx on 10/31/09. They have a very nice looking store & I bought a few items totally about $120. I used a master card. When my bill arrived I realized this store charged my credit card an extra $216 & when I reported the error to customer service (After 20 minues on hold) they kept telling me they would check into it & call me back. Their customer service personnel are extremely rude. They did not call me back with a resolution. I finally disputed the charge with mastercard. Still waiting for results of that.

The dishes I bought were defective. After only eight months they glaze is crackling and staining. I tried to return them to the local store in Birmingham, AL. I was told I would have to call customer service, so I did. When I contacted them, I asked do you not stand behind your products you sell. I was told, that is what I am telling you. You have to deal with the store. So I returned to the store.

Both the store manager and customer service were very rude. I was given a store credit, but there is not anything there I want to spent about $300 on at this time. Of course I still need dishes. I was told by the manager his store would lose money. I was still unable to get my money back. I realize I had the dishes for eight months. but dishes should last more than eight months.

I m truly disappointed the policy of Z Gallerie. I will no longer be doing business with them.

How we got robbed: Z Gallerie grossly misrepresented shipping and restocking fees on a piece of furniture deemed undeliverable by their delivery co.

Before we purchased this furniture called “Aberdeen Cabinet”, we did our due diligence to find and provide all the information about measurements and shipping. We planned to have it in our second floor bedroom and knew that the only way to take it there is via the large second floor window. The measurements were within the window width. We contacted Elite Delivery who is responsible for shipping about hoisting this furniture through the second floor window. We were told that they would send a manager to check the site before they do it. If it deemed deliverable, they will do it, but we will pay extra for the work. If it deemed undeliverable, we won’t get charged. The Berkeley store salesman gave us the same statement before we made the purchase.

A few days later, when the furniture was ready to be delivered, a manager from Elite came and measured the window dimensions and determined it was wide enough to bring in the furniture. But he decided not to lift such heavy and large furniture on ladders due to some safety concerns since the window is pretty high. So it was deemed undeliverable. We had to cancel the order, but were charged with $258.90 for restocking and delivery fees.

When we contacted the customer services in Gardena, CA, a supervisor, whose attitude was extremely rude and unprofessional, repeatedly lied on reasons for the charges. Z Gallerie grossly misrepresented the most important piece of information to its customer when inquired. As a result, we suffered monetary damages. We also sent a demand letter to Z Gallerie legal department two month ago and no replay was received.

Z Gallerie Furniture

We first ordered a bedroom set, with the Raphael bed in the late May 2007. It didn't arrive until late July. The movers left without any apparent problems. About 10 minutes later as we moved the furniture around, we noticed a huge chunk missing off of the foot of the top right side of the headboard. The movers positioned it against the wall, so we could not see it easily.

Before our bedroom set was delivered, we had also ordered a dining room set in late June. They said it would come in around mid to late July.

It is now almost September 2007 and no new headboard or dining room set. We went to the store to ask them about it, and I overheard them talking about how the movers scratched another customer's door and the product they were delivering, and they just put the customer on hold.

The moving company called to schedule a date for both, and they never showed up, so we waited 6 hours for nothing. (They said they would come between 12-4:00) We called at 4:00 and they said they "couldn't reach the driver." But then rescheduled it for a week later.

Second time was scheduled for 2-6:00. Six thirty comes around, so we call again. "You're the last stop, they should be there in an hour." So we wait there all day, and still NOTHING.

We are going to cancel the order, but they say there is a restocking fee? We haven't even gotten the furniture!

You would think that the products are so expensive they would have enough revenue to hire a good delivery company, but obviously not. I would never order from this place again because this was a huge inconvenience and have been without a dining room table for 3 months now and a broken bed. Horribly unsatisfied.

This started the first week in January 2007.

We ordered from ZGallerie.com the Casablanca bedroom set which was the bed, men’s dresser, nightstand and women’s dresser. Total cost - $5074.00

The women’s dresser was a special order that we were informed would take 4 weeks to come in. Then everything would be shipped by freight and delivered inside within 3 to 4 weeks.

8 weeks went by without a single message from Z Gallerie. I emailed the service rep that I ordered the furniture from and he relayed me to their customer disservice department.

First Z Gallerie acted surprised that I did not have my furniture! They said they would look into it with the shipping company and call me back. I had to call them back the next day as they never called me.

I could not get through to the person assigned to my problem so I called the salesperson I started with. He then got me the name of the shipping company and their number.

I then had to call and find out on my own, that for unknown reasons my shipment was delayed by 1 week and they were now “finding” my furniture.

A day later I call again and they have found it and are shipping it to another shipping company in my state. Once there, I would receive a call for delivery. I was told this would happen in 1 week.

The week came and went with no call. The end of the next week I called their customer disservice center played phone tag for 2 days and then was told that the ladies dresser was damaged.

Of course this is the only piece that was a custom order and took 4 weeks just for them to get…

I have heard nothing but – I’m sorry, yes, you are right sir, I’m sorry sir and so on from this group. Their customer service is nonexistent and their shipping company is incompetent.

We are now 3 months out with no bedroom set and I have cancelled the order. When I asked when I would get my money I was told that accounting would have to take care of that on Monday.

I guess they don’t work on Friday’s.

I can only pray that it won’t take 3 months to get a refund but I have a bad feeling that I’ll be spending many long hours on the phone with their customer disservice department…

I write this e-mail to inform the audience about the so-called "service" Z gallerie delivered us in its shop in Nashville, Z gallerie store #82

located 2126 Abbott Martin Rd

TN 37215

here are the facts :
I bought last summer a large number of items for a total of 5774 Us Dollars (mostly furniture) and ask for a delivery by the end of September.

As I was relocated by my company, in Nashville , I was expected this furniture to be able to settle down with my family in my new place.

First Problem : The delivery was never made... I called the shop , being informed that the table I ordered was discontinued, therefore all the delivery was cancelled ... Never been contacted , first bad impression.

Second problem : Due to the fact that the table was discontinued, I went to the shop and selected an other table (Promises, promises it is available) and scheduled a new delivery - 3 weeks delay... very good news...

third problem : Finally, the table was delivered BROKEN on the October 5th, 2006 !
we did not realize that the table was broken because it was the extension kit (Not visible at the delivery time),
so go back to the shop, there the manager informed us he will have to visit us and identify the problem, We add to call him 15 TIMES and eventually he came to our house and obviously report the problem and ask us to wait till the company in charge of shipping came and pick up the table (20 phones calls till the shipping company came). Off course, they are protected as they don't have the furniture back, no chance to get your money back.

Fourth problem : Finally, the delivery company came to pick up the table and chairs on NOVEMBER 14th (6 WEEKS between broken table delivery and pick up)

last problem : We are now on December 06 th and STILL NO MONEY REFUND on our account (obviously we call every day and the answer is always the same, promises, promises, the Headquarter is dealing with the issue...)

You can imagine how irritated we are !

I sent this e-mail to the HQ customer service in California ,I did not receive any answer...

Conclusion : caution with this Z Gallerie company , ready to steal your money, but inefficient on product quality and customer relationship.