Z Gallerie
Reviews and Complaints
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Verified ReviewerVery disappointing
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!
- Beautiful products
- 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.
Poor Customer Service on Price Adjustment Request
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.
- Customer service is horrendous
- Bad customer service online
Preferred solution: Price reduction
User's recommendation: find another retailer that appreciates your business
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerProblem with scheduling shipment for delivery
Preferred solution: Deliver product or service ordered
User's recommendation: Ask about delivery service being used
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Lakewood, CaliforniaNO RESOLUTION
- Horrible customer service
Preferred solution: Price reduction
User's recommendation: Do not shop at Z Gallerie.
Delivered wrong sectional couch
- Beautiful products
- Not knowledgeable sales representative
Preferred solution: Deliver product or service ordered
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerWorse furniture place to purchase.
- Style of furniture
Preferred solution: Get the item fix.
User's recommendation: Beware they don’t have no warranty on your items
Delayed order
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 ***
Custimer Service
Preferred solution: Price reduction
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Poor Customer Service from Supervisor Frank
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..
- Lack in customer service
- Poor customer service & products damaged
Preferred solution: Full refund
User's recommendation: Shop somewhere else
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Estacada, OregonCancelled my order without calling and notifying of cancellation
Didn’t Receive A Notification That My Order was on back order For 2 Months
Preferred solution: Let the company propose a solution
User's recommendation: Call Before you purchase If You Need It Before 2 Months
Terrible customer Sevice-completely Useless!!!
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!
User's recommendation: Don’t buy from them!!!
Price adjustment
Horrible customer service
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!
- Love the merchandise
- Customer service
- No pronlem resolution
- No problem resolution
Preferred solution: Full refund
User's recommendation: Do not shop online
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerThe worst customer service
User's recommendation: Do not buy there
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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.