ComplaintsforZ Gallerie
Furniture Stores
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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered the Cairo Floor Vase for $99.95 minus taxes and shipping.I placed and paid for the order on 5/30/2024.I received the item on 6/5/2024 and the vase was shattered inside the box upon opening as soon as it arrived on 6/5/2024.I contacted Z Gallerie on 6/5/2024 per their policy and put in a damaged item/refund request and provided photos.After several days of back and forth, they finally sent me a paid shipping label (since they were first trying to make me pay for the return shipping).Z Gallerie received the damaged return item on 6/14/2024.Per their refund policy, it can take up to 30 days for a refund from the date they receive the item. 30 days from 6/14/2024 would be 7/14/2024 but I gave them 3 extra days and called them on 7/17/2024 and spoke to a representative. She told me that she sees my item should have been refunded but that it wasn't and she had to call me back once she talk to her managers.I have not received a call back and have email them 2 more times between 7/17/2024 and today, 7/22/2024 with no response. I just want my money back for an item that was damage in transit to me.Customer response
08/06/2024
Hello,
I wanted to follow up with you that Z Gallerie finally sent me a refund for the items damaged. I wasnt sure how to update the complaint since they still havent responded so its currently the ball is in their court to respond. Please let me know anything else you need.
Thank you!
Thanks,
*******************
DFI Resources
Initial Complaint
07/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a couch on 06/18/2024 for $3665.87. 2 weeks after noticing that shipment was delayed from the original estimated delivery date, I decided to cancel this couch. As stated clearly on the website that I can cancel, even until 14 days after delivery. So I called them to cancel the order. The gentleman on the phone confirmed with me that the order will be cancelled. He just mentioned that it will take 3-5 days until the cancel request would be processed by the escalation team (whatever that means), and I will receive a full refund 7-14 days from then. After one week I didnt receive any confirmation of the order being cancelled, so I called them again. This time he made another excuse and that he needs another 3 days to process the cancellation. I called 3 days later, and again he came up with another excuse. This time he promised me it will be done within ***** hours. 48 hours later I called again, and they are still continuing with the excuses. No excuse can justify why they cannot process and cancellation request I made over 2 weeks ago, and have persistently calling them as well. This is a third degree theft over $3,000.00, which is a class "D" felony punishable by up to seven years in state prison as long as the illegal taking does not exceed $50,000.00. I also have recordings of each of my phone calls, especially the phone call mentioned above which he promised me the cancellation will be issued within 48 hours. That is Fraudulent inducement. I do not want the couch, I demand an immediate refund of my money.Initial Complaint
07/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a lamp on 4/11/2023. I finally received it over 2 months later. When reading the items that should be in the shipment, I was missing 3 LED lights and one glass piece of the glass lights.Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My interior designer purchased the Verona 3pc sofa in ***** for me on 9/25/2023. It is a custom order and the estimated delivery date is mid-April 2024. Come April 2024 I began calling to confirm the delivery date. They assured me that it was on track to deliver later that month. Having not heard from them I began calling again. The customer service representative assured me it was on the way but said they would call me back after they contact the manufacturer. Next they told me it would arrive early May, then it was mid-May, then MID-JULY! At this point I did not think I was going to get the sofa and I tried to cancel the order. They would not let me cancel the order without a 50% restocking fee. I asked to have them ship the white sofa instead because it's in stock and ready to ship and they said it would be a 35% restocking fee and $800 extra because the white sofa is more expensive right now. That's insane! So at this point I am forced to wait til mid-July for a sofa. AND WHAT DO YOU KNOW - THE **** IS NOT AVAILABLE! In fact, when calling they now say that because they are under new ownership they DON'T HAVE A RECORD OF MY ORDER AT ALL! First they asked me to wait 5 business days so they can find my order and contact the manufacturer. But of course no one got back to me after 5 business days. They cannot find my order and are "contacting the higher teams" to figure out where the sofa is. When I called back in May there was an ********************** above customer service and now there is no one else to turn to. According to the guy I spoke with today, they are "overseas", and do not have direct contact with anyone from zGallerie. How any business can function like this is beyond me. Now I am out $3200. I would like delivery of the taupe sofa ASAP. If it cannot be delivered in a reasonable timeframe I would like the white sofa at no extra charge. Please see the attached receipt.Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I made a large furniture order prior January 19th, 2024 at a Z gallerie store for which I am still pending to receive a custom sofa, cost $3,500 (sku#*********) which was expected to be delivered this June. After weeks of emails and phone calls, today I received an email notice from Z gallerie that this order will not be fulfilled. As per their email " Orders placed before January 19, *************************************** refund as per the bankruptcy court decision Case No. 23-19159 ". I still owe approximately $6,000 through their creditor ************* which are not taking responsibility for the missing item in the order and telling me if I don't pay for the missing item they will damage my credit and send me to collection.Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an oder for a custom sectional and a coffee table in store for $3613.00 on 10/7/2023. I was advised 665-6218 order would be delivered by January 2024. Each month I called starting in January, and was promised the order would be delivered the following month. Nothing came, neither was I notified that the order would not be fulfilled. I called in May and spoke with ***********************, who was very rude. He advised that my order would not be fulfilled as Z Gallerie has canceled the order, and that only a store credit could be given. I told him I will not accept a store credit and no one made me aware of this, and I wanted to see the store policy about orders not fullfulled at Z Galleries fault. It was then that he emailed me a store policy that applied to Z Gallerie after they were acquired by the new company Karat, not when I purchased my furniture. I want a full refund, not a store credit.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
i ordered merchandise from this company may 17, 2024 and have not received it. I not longer wish to have the item and want a refund. The company said they would look into giving me a refund. I would like it immediately. I also realied that they didn't fulfill and order I made 11/29-22 for $111.82.Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a sofa 10 months ago online from Z Gallerie, on sept 5, 2023, never received my order, and was just told on July 3, 2024 by their customer service team they cannot fulfill my order and due to bankruptcy, and they will not issue a refund! They processed my payment of $1855.30 on 9/5/23. My ship date on their website tracking portal kept getting pushed back. In January I called their customer service because I received a bankruptcy notification letter, but was told not to worry it will not effect my order, and was told it would ship mid-March 2024. However it did not. I checked the tracking on their website and it was changed to June 2024, but no dofa was delivered and no contact from galleries. I called their customer service again in June, and was told they will "escalate" and I would hear from them in 3-5 business days. I did not hear from them. On July 3rd, I called again, they told me the same thing. Later that day, I received an email from customer service saying " due to bankruptcy, they cannot fulfill my order and cannot issue a refund. This is robbery! The total purchase price includes $299 for shipping, $1438.99 sofa, and $177.31 tax. Please help if you can, and let me know what recourse I have to get a refund or the sofa.Initial Complaint
07/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I call to customer service regarding my order and requested supervisor, but none of them are available and they were keep disconnecting phone. His name is *** and he was very unprofessional. He was very rude. Not knowledgeable about pillows that I was trying to buy and when I requested supervisor he started causing me. I was on hold 3 hours and no supervisor to talk. Again, they disconnected phone.Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed the order on May 4, 2024. I never received any updates until two months later. When I called customer service I was advised that the order would not ship until September. At this point, I have requested to cancel my order as I was not informed that it would take that long to get the items. A representative promised to send my request to the right department but again, I never received any updates. A week ago after I complained for the fourth time, they sent me an email that the order was shipped. No tracking or delivery estimate were given. Numerous attempts to cancel the order were in vain. No response was ever received. I don't want any items from this store anymore. I just want my money back and forget about this ordeal.
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Contact Information
Customer Complaints Summary
333 total complaints in the last 3 years.
165 complaints closed in the last 12 months.