SUNNY M Mkq

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Verified Reviewer

Very disappointing

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Let me start by saying that until last week I've always had a good experience with this company and their products. Last week I received an email with a 20% promotion.

I attempted to buy the products but the system would not honor the password that has been used for almost a year. Although I knew that it was absolutely the correct password in order to save time I just requested a password reset and nothing. Never received an email for a password reset. I did this four times and nothing.

Finally I had to invest my time to get on the phone only to get connected to a foreign country and speak to a foreigner which is rarely the best experience for an American. After investing a considerable a lot of time the young man that I spoke with told me he could not reset my password and instead he had to put in a ticket and this ticket would take 2 to 3 days. That's ridiculous! I've never heard of a password reset taking 2 to 3 days.

Today I received another solicitation and see that the sale price is no longer offered,, so I ended again how to invest my time to make yet another phone call and was switched around but told that's a 20% discount would be honored.

When I finally got to the sales department they refused to honor the discount although I explained in detail how I've been trying to place this order since last week and it is not my fault, it is Z Gallerie's fault for never sending me a password reset and for having the ridiculously long process that I have to get on the phone and speak to a foreigner and then wait two or three days for a password reset. Very very disappointing!

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Pros:
  • Beautiful products
Cons:
  • Lack in customer service

Preferred solution: Price reduction

User's recommendation: If their system does not honor the correct password, you must invest the time to telephone them and speak to a foreigner.

1 comment
ZGallerieCares

Dear Sunny, I am really sorry to hear your password reset took so long, I would love to check the status of your account and see if you are now issues-free. On the other hand, I would love to do this right and assist you in placing your order with the discounted prize you saw in the past; do you mind sharing with me the email address associated with your Z Gallerie account at yourvoice@zgallerie.com so I can take a look and also have one of our Sales Specialists assist you in placing your order? Andre M.

Anonymous

Poor Customer Service on Price Adjustment Request

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Nov 29, 2021 - Ordered several items and the day before order was scheduled to ship I noticed price dropped by approx. $30.

I emailed customer service on 12/2/21 with those details and request that they cancel order so I could reorder at lower price. No response, so the next morning I called CS # and spoke to Sandiago. I was told my order had been shipped so they could not cancel. I was told that I needed to wait until I receive the items and call back to request a price adjustment.

Items were received on 12/4/21. Called back on 12/6/21 and spoke with Alberto. He informed me that he would submit the price adjustment and that it would take up 10 business days to process. I patiently waited and called back on 12/27/21 because I had not seen the credit back on my credit card.

Spoke with Ana who advised that the price adjustment was issued to my card and that everything was handled on her end. When I explained that was impossible that I did not receive the credit she seemed a bit annoyed and further tried to convince me that the money was credited. I asked her to send it in writing via email to me. This was the response I received from Ana "Zgallerie appreciates your preference this is to let you know that by our end it shows that we refund an amount of 31.74 if you don't receive it please send a copy of your bank statement so we can follow up your case." 12/30/21 - To date I have not received refund.

I wrote email to Ana with proof that my card was issued a credit from Z Gallerie. No response, no surprise! I then called the CS # and got Alex who said that I was correct and that the refund was requested on 12/6 but never processed. Why did Ana lie and insist that this was taken care of?

Now, I'm furious because I waited all this time and was told I had to wait another 7-10 days for it to be processed. Meanwhile, you only have 30-day window return merchandise which expires Jan 4th. I want so badly to return items get 100% monies back!!! I live 40 miles from nearest store and that is a huge inconvenience.

I asked if they could at expedite the process and was told no by both Alex and the expediting rep I got transferred to named Carlos!

No regards for their customers even though I've been misled and lied to. It's not my fault they are poorly trained and I shouldn't have to suffer.

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Cons:
  • Customer service is horrendous
  • Bad customer service online

Preferred solution: Price reduction

User's recommendation: find another retailer that appreciates your business

1 comment
ZGallerieCares

Hello, At Z Gallerie we always strive to provide the best customer service experience, I apologize we didn't meet your expectations this time and had mislead information. Could you be so kind as to share with me your order number or phone number associated with your account so I can assist with your request? DulceM.

Catrina C Ovw

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Verified Reviewer

Problem with scheduling shipment for delivery

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Not sure who Z Gallerie outsource there delivery of furniture with in the Baton Rouge, LA area, but Im having a challenge with scheduling the delivery of my Reflection mirror. Though I receive a text to call the carrier and schedule delivery as my item is ready for delivery, every-time I call the carrier I get the run around. They dont offer scheduling for the delivery though the text said they do. They cant even provide an estimated day and time window to plan the delivery. It is the worst experience ever with trying to obtain an expensive piece thats paid for. Granted I paid close to $300 for shipping charges and cant schedule the delivery with carrier.
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Preferred solution: Deliver product or service ordered

User's recommendation: Ask about delivery service being used

1 comment
ZGallerieCares

Dear Catrina, I'm extremely sorry to hear your mirror wasn't delivered in a timely manner, at Z Gallerie we always strive to deliver our products accurately but there are some external issues that affect our commitments, I apologize your order was impacted. Do you mind sharing with me your order number at yourvoice@zgallerie.com so I can explore more options for the inconvenience?

Thank you! Andre M.

Robert S Vnl

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Verified Reviewer
| map-marker Lakewood, California

NO RESOLUTION

Z Gallerie - NO RESOLUTION
I ordered 8 custom Charlotte chairs on February 15, 2021. I was told they would be ready for pickup in May, Finally received them in September, They were all missing the pull ring on the back of the chair. Furthermore, I called customer service They said there was nothing they can do asked to speak to someone from the escalation department I spoke with Adria and Frank who were both rude and lacked customer service skills. I will be moving forward with legal action. and contacting the better business bureau after reading these reviews its very sad to see I am not alone in my experience. This is just not right.
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Cons:
  • Horrible customer service

Preferred solution: Price reduction

User's recommendation: Do not shop at Z Gallerie.

1 comment
Harlyn Bug

Do you have their corporate email?

Daniechan R
map-marker Apollo Beach, Florida

Delivered wrong sectional couch

We went into z gallery at international mall and told the sales lady 1 million times please order correctly that the long side must be on the left side and she ordered it on the right side. We also told her the delivery has to be before January 28. Our sectional was delivered January 13 January and was the wrong one. Called costumer service and waiting for a call . We need our correct sectional to be delivered and delivered before January 28, 2020.
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Loss:
$40
Pros:
  • Beautiful products
Cons:
  • Not knowledgeable sales representative

Preferred solution: Deliver product or service ordered

1 comment
ZGallerieCares

Hello Daniechan, At Z Gallerie we always strive to deliver top-quality items that fit your exclusive style, I am really sorry to hear the wrong configuration was ordered for you in one of our stores. I would love to confirm you did receive your sectional correctly and explore more options for the inconvenience, do you mind sharing with me your order number at yourvoice@zgallerie.com so I can take a look? Andre M.

Wendy V Wue

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Verified Reviewer

Worse furniture place to purchase.

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Z Gallerie - Worse furniture place to purchase.
I purchased from the Z gallery in November 2020 I received my items until March 2021. Four months after receiving my items one of the mirrors crack through the inside of my nightstand where they screw the handles too tight. Mind you I paid almost $1000 per night stand. So for months later they could crack and when you called customer service they tell you your warranty expires after seven days worst company ever. Will never purchase anything back from this company and will make sure to make reviews of this company so you cannot get scam Im buying expensive items with no warranty.SMH
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Pros:
  • Style of furniture

Preferred solution: Get the item fix.

User's recommendation: Beware they don’t have no warranty on your items

Anonymous
map-marker Plymouth, Michigan

Delayed order

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Delayed orderWorst Internet retailer that I have ever dealt with has no public relations or any credibility wont return your calls wont return your emails if you do get through on your way in a half hour to talk to somebody and then they give you an excuse yeah theres an in stock so will ship it out in a couple of months thats ***
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User's recommendation: Worst Internet retailer that I have ever dealt with has no public relations or any credibility won’t return your calls won’t return your emails if you do get through on your way in a half hour to talk to somebody and then they give you an excuse yeah there’s an in stock so will ship it out in a couple of months that’s ***

1 comment
ZGallerieCares

Hello, At Z Gallerie we always strive to deliver our products accurately but there are some external issues that affect our commitments, I apologize your order was impacted. Do you mind sharing with me your order number at yourvoice@zgallerie.com so I can explore more options for the inconvenience? DulceM.

Latasha H Pow
map-marker Owings Mills, Maryland

Custimer Service

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I purchased a dresser in July. The dresser arrived damaged two times. I am waiting for the third delivery at the beginning of December. I have been trying to contact the corporate office to no avail since customer service is a big joke. I need to get in contact with the corporate office. I have spent hours trying to resolve this issue. Be careful purchasing big ticket items.
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Preferred solution: Price reduction

1 comment
ZGallerieCares

Hello Latasha H Pow, Our apologies for the inconvenience with your damage item and the follow up you received. Do you mind sharing with your order number or phone number associated with your account to yourvoice@zgallerie.com so I can explore options? DulceM.

Resolved
Shunta W

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Verified Reviewer

Resolved: Poor Customer Service from Supervisor Frank

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Updated by user Nov 29, 2021

Company fixed the issue and I have been provided with apology. Andre Martinez contacted me and immediately apologized for my experience with the chandelier and Frank.

He ordered a replacement crystal and provided a $100 gift card the same week he called me. This mattress resolved..

Original review Nov 01, 2021
Purchased Laval Chandelier twice. First time opened the box, first glass beam was broken. Second time purchased, sales lady told me to have it delivered to the store, so FedEx wouldn't throw the box. Picked up item from store, opened box, installed and last beam was broken. Contacted customer escalation and Supervisor Frank told me to take it down and return it. Also, I should have checked the box before leaving the store, even though I explained that a sales associate told me having it delivered to the store was the safest method. I asked if they would pay to have it taken down and re-installed. He told me no and would give me 10%($60) for my inconvenience. I'm insulted after spending $3,500 in less than 6 months. Will never shop there again. Ever.
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Loss:
$600
Cons:
  • Lack in customer service
  • Poor customer service & products damaged

Preferred solution: Full refund

User's recommendation: Shop somewhere else

Milly Jlq

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Verified Reviewer
| map-marker Estacada, Oregon

Cancelled my order without calling and notifying of cancellation

i ordered two items was waiting fot my items over 6 months . one of the items was ready faster that Юanother one and i had to Pay extra for shipping and another one i was told Will be ready mid December but order was ready early november ,appeared that my card didnt go through and theyb emailed me onece i missed it and it was cancellled . without any call any confirmation of cancellation! very dissapointed with their service
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1 comment
ZGallerieCares

Hello Milly Jlq, Thank you for reaching out in regards to your Z Gallerie purchase. We offer an apology for the lack of communication from our part. Do you mind sharing your order number or phone number associated with your account to yourvoice@zgallerie.com so I can explore options to help you?

Jeanette R Rlq
map-marker Clayton, North Carolina

Didn’t Receive A Notification That My Order was on back order For 2 Months

Never Have I Experience This With Z Gallery Since Store Closed In N.C. In Online Ordering The Staff Working From Home All They Can Say Is Sorry Because They Have No Clue Need Better System In letting Customers No up Front On Line When Something Is Out Of Stock!! Instead of letting you Think They Have It so they Can make a sale and Get Your Money And You Have Too Wait!!!!
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Preferred solution: Let the company propose a solution

User's recommendation: Call Before you purchase If You Need It Before 2 Months

1 comment
ZGallerieCares

Hello Jeanette R Rlq, We thank you for your feedback and we offer an apology for any inconvenience you had with our personal in store. Would you mind sharing your email via yourvoice@zgallerie.com? Wen would like to check possibilities to make it better.

Anonymous
map-marker Jupiter, Florida

Terrible customer Sevice-completely Useless!!!

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I ordered two carpets from Z Gallerie- the package came all damaged and the edge of the carpet was frayed, called customer service who told me to send pictures which I did and they would call me back with the next steps within 48hrs! Sent pictures and no one called back!

Called them they sent the RMA and FedEx!

They picked up the carpets and told me they would call me back!

They Didnt!

called them back, spent 1 hr on the phone -got hung up on twice, escalated to Brenda!

All they did was spent their time apologizing for not being able to do anything and for telling me their convoluted process! They have no problem taking your money for an order but for a refund because of their poor quality- that requires accounting who has no direct phone number only an email!

If the VP of customer Service from Z Gallerie reads this, please get your agents more than training on how to apologize but the capability to actually do something to serve your customer!

Now I have to wait again for 1-2 business days crazy!

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User's recommendation: Don’t buy from them!!!

Liddie Abz
map-marker Miami, Florida

Price adjustment

I purchased the Ming boxes 8/28/2022 they just shipped and now 30% off I am requesting the discount. Order #251920
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1 comment
ZGallerieCares

Hello Liddie Abz, Thank you for reaching out in regards to your order, do you mind sharing your order number or phone number associated with your account to yourvoice@zgallerie.com so I can check on the possibilities for making this right? DulceM.

Kim J Tmv

Horrible customer service

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I had to return some bedding back from a order I placed. I decided to keep a king size comforter and return the unopened queen size.

I contacted customer service and the representative gave me a address in CA for the return. I went to UPS which I found was the cheapest and it cost me $82.00 to send it back.

I was shocked and upset and completed the return. The comforter cost me $299.00 that I was returning back to Z Gallerie for which I was wanting a full refund. I called customer service when I returned home and explained that I was upset the customer service representative told me that it was not his fault I did not like the style?

I told him that I kept the same style in the king! He said sorry that there was nothing he could do at this time. I asked for a manager and he told me there was no manager. I hung up and called back and talked to another person in customer service who told me that I should of received a pre paid label and that the original representative should of sent me one.

He then told me that there was nothing he could do at this point to reimburse me or give me a credit for the store.

I am livid how could anyone afford to shop at this store? People are going to need to be able to make returns!

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Loss:
$82
Pros:
  • Love the merchandise
Cons:
  • Customer service
  • No pronlem resolution
  • No problem resolution

Preferred solution: Full refund

User's recommendation: Do not shop online

Adela C Wsw

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Verified Reviewer

The worst customer service

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DCustomer service had a miscommunication and ended charging me restocking fees. their escalation department was even worse. Brenda S. was unprofessional, unhelpful and rude. Please give yourself a favor do not buy there.
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User's recommendation: Do not buy there