Complaints

This profile includes complaints for Gallery Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gallery Furniture

  2060 Route 112 Medford, NY 11763-3644

• 

  Gallery Furniture

  2257 Route 112 Coram, NY 11727

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a desk April 1, 2024 and still no resolution. I was told the desk continually came in missing pieces was told it was coming from *****, was told he was stuck in a port, then finally was told that I Would be refunded totally amount in January still no resolution no money no desk. I call and speak with ***** who continually tells me there is no one available to take my call: they are off, have the flu, are out of the office and that my paper work is sitting on the accountants desk and there is no one else I can speak with. Now it is coming onto a year this April 1st.

  Customer Answer

  Date: 04/06/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Gallery Furniture regarding complaint ID ********.
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of transaction is 11-27-23 the order for bedroom set was to be delivered in 4 to 6 week it is now A year and A half and still waiting on my bed frame .They try to pass off low end furniture to me at first and was very rude to me when I went to the store for corrected them .Every time I get A delivery date they always have A excuse the latest one is Gallery Furniture has A out side delivery service and only deliver on Saturdays and they have no control over this! The stories and lies are so bad from them and do not ever call you back and there is never A store manager at the store they are always off. When I go down there to the store sales personal only want to sell you furniture and make up unbelievable up why you don't get your furniture . There is never anybody behind the counter at Galley Furniture back the sale **** have to go in the back and you have to with A middle person conversation .What this store is doing to costumers like myself cannot be aloud by Law !

  Business Response

  Date: 03/06/2025

  this has been resolved customer is scheduled for delivery for there remaining piece 

  Customer Answer

  Date: 03/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolvedI

   

  Still waiting on furniture they keep setting up dates and no Delivery is showing up .They have set up five delivery dates and no furniture. They have A different story (lie) every time Speaking with ************** ***** * ******** ***** *ECT. They tell me the furniture was coming on March 1-25 I call the store on this date and they told me I am not on the truck (Lie Again) . Then  ************** ***** * ******** ***** *ECT tell me they do not Deliver there own store furniture at Gallery Furniture in ******* at ************ and the store uses A out side delivery company end they make the scheduling. I ask to speak to the they company direct and ************** ***** * ******** ***** *ECT told me I am not aloud . Every time Gallery Furniture in ******* at ************ sets up A day for Delivery there is some excuses .I have offered to pick the furniture up AT THERE WAREHOUSE and they said NO! Every time they reschedule A delivery it is 4 to3 weeks and does  not show up! Please help and Thank you in Advance 

  **** *******
  
  
  
  
   
  

  Business Response

  Date: 04/02/2025

  Gallery Furniture delivery attempted to have this customer bed delivered 3/29 this customer was unavailable, Delivery service contacted the number on the invoice multiple times on 3/29/2025 with no response. we have also offered this customer a refund of the bed many times an they refused . we can absoultly schedule a new delivery again. the next date for that area would 5/17/2025 

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

    There so called delivery service did not call me at all For Saturday  delivery on 3-29-25 now the new date I have just read is seven weeks later on 5-17-25 the stories never end with Galley furniture ! I voice on my phone from them about getting A check for$ 350. for waiting so long for furniture to pick up at store in Medford New York no check then in voice mail told me they would mail it to my house still no check the stories never end from there personal at Galley furniture .

    The wait on this delivery is longer then the hole order to show at my home  back  on 12-16-23. Thanks in advance for your help

  
  

  **** *******
  
  
  
  
   
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/27/24 I ordered a dining room set this company is not transparent with their policies. I left a credit card deposit of $1000 in which a charge of $40 service fee was applied which they never told me that was gonna happen so at that point, I said I would like to get a refund and Ill come back with a check because I do not want to pay the extra fee. Sales manager said no problem at that point I did that and when I got there to leave a deposit with the check then receive a refund on my credit card. They said he cant do that. It takes 7 to 10 days never told me that upfront ! It took about four weeks to receive it, but it wasnt until I called my credit card to reverse the charges and lo and behold. I got it on the same day. I called many times regarding this and was always told they have to call back. They have terrible customer service they dont call you back. I have to constantly call to get some sort of an answer! I received the table one chair was defective upon delivery and another was not delivered but gallery furniture had a loaner chair until the other chair came in ! December 22. They were to make a delivery. I waited around all day with no phone call I called at 6:30 PM and they said they were running late and that way they wouldnt be to me about 9-10pm which is ridiculous who has someone come to their house that late and there is no phone call saying theyre running late wasted my day! We rescheduled for January 18 after 1 oclock I called on January 17 at 3 PM to confirm the delivery. They said they were coming January 18 at 9:30. I got a text saying that they are not coming and they have to reschedule. I was told to call back on called back on Tuesday, I called back on Tuesday and Im told that the chairs came in the wrong color and they have to re-order them. Its going to take 2 to 3 weeks that is a complete lie because it was on the truck on December 22 out for delivery ! So this company is in truthful, and never calls me back

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pur*****d a sectional 10/6/24 there was special order made because the ***** needed to be on the right instead of the left . I was told it would be 4 week turn around time . I said ok . 4 weeks get here I call they tell me that the couch is still in a shipping container in ************** and wouldnt be in ** till 2nd week of December2024 I was upset because I was hosting the holiday and I had no furniture because I gave away my old couch expecting my new one . I reach out to the store again where I spoke with ******** who told me she was sorry that they could give me loaners until my couch arrived. At first I declined because I wanted to just cancel the order or swap out my original sectional orders for another one . When I went to the store I spoke with the sales ****** *** who was my original sales person he assure me my couch would be here the 2nd week of December *************************************************************************************************************************************************** ******* ny he let me pick out 2 couches as they had no sectionals that could be loaners . I say ok they come to my home 11/20/24 to deliver the loaners and they werent the ones I chose I immediately called the store they told me they dont allow I to pick out loaners I told them I personally did with max they put me on hold she said she will contact me back she will get them swapped out and have max call never got a call so I called and I was told the couches I sold were water damaged and to keep the couches because my couch will be here the 2nd week of December . Call back the 2nd week of December the couch still is not in . I ask for refund they tell me that I cant have one because my couch is special order . They cant accommodate me with another sectional because of how is made . Ive been stuck in also paying on the finance loans they refuse to come give me a refund now Im told January 23rd they keep pushing the date back .

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered living room couch and loveseat on August *******. Was given a 12 week delivery time frame. To date, approximately 5 months later, I have received nothing. I have made calls to inquire about delivery but to no avail. Just a lot of misinformation!

  Business Response

  Date: 01/09/2025

  order was placed on 8/30 special order sofa an loveseat with an estimated time frame of approx 12 weeks , on dec 3rd the customer reached out to the store and she was told that the items were still in production with the factory. The factory informed us there was a delay with the custom fabric selected  and due to be completed at the end of the month . The factory is expected to ship the items the end of this month . Once they arrive we will contact the customer to schedule delivery . Special orders are non cancelable and non refundable as stated on the sales contract signed an agreed to at the time of sale. The contract also states that Gallery furniture can not be held responsible for any factory delays 

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  I cannot keep waiting for a delivery.  The time lapse is unacceptable. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/1/2024 purchased full bed with storage, dresser, night stand, and full mattress from salesman **** ******. He said it had to be paid in full so I charged to **** $3,367.37 Delivery on receipt was promised 6-8 weeks It has been 18 weeks now today 1/6/2025. Not once did they call with an explanation for delays I have called several times and spoke to ***** and ******** and constantly receive the excuse that it has not arrived at the warehouse yet. Sunday 1/5/2025 I went down to the store to speak with **** to demand a refund he told me I had to speak with ******** Today 1/6/2025 so I went down to the store in person and spoke with *****. ******** was not available. I asked for a full refund because I never received the product. She refused to give me a refund stating that it couldnt be cancelled because it was a special order. This set is available at liberty furniture and Christines furniture it is not custom made. ***** said I could receive a 40% refund on something I didnt receive. I refused and want a full refund. They had plenty of time to deliver they are 10 weeks past the promised date. She called me later that day 1/6/2025 with the same excuse the furniture should arrive at the warehouse on the 10th. So maybe two more weeks. I want a full refund. Its been 18 weeks with no furniture or mattress.

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Gallery Furniture regarding complaint ID ********.
  
  Sincerely,
  
  ***** *************
  

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug. 15, 2024 I placed an order amounting to $12,872.06 for: ********* sofa, swivel chair, recliner(fabric change); coffee table, end table (salesmen offered to me for $500);**** ****** table; 4 side chairs, 2 arm chairs; server **** All were special order 8-10 weeks.I have paid $8000 deposit (8/15/24); after not receiving any furniture, on 11/27/24 they shipped me the soda a swivel chair coffee table and end table. I had to give them $2500 before they brought furniture into the house. Now *** paid $10500. Where is the rest of my furniture? I was offered aLoaner table and chairs for Christmas. They came with it on Saturday (12/21/24) and wanted COD $1300. I said no and sent it back. There was no prior mention of paying for a ********* convinced the sofa and swivel chair and end table and coffee table were floor models Gallery denies this. I went inside the showroom shortly before I received the above itemsthey were no longer on the floor. The furniture I received was not boxed. It was wrapped in a blue blanket and Saran-like wrapping. New furniture comes boxed from the warehouse, not like what I received.

  Business Response

  Date: 01/06/2025

  this has been resolved with the customer 

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ******* ***** #********
  ******************* ********************** **** ***** 
  ************                                                     
  
   
  It has been since Aug. 15, 2024 that I have been waiting for my furniture order, placed in good faith with Gallery Furniture, *******, ***
   
  I have already paid them $10500 toward the $12,872.06 cost of  furniture (including sales tax $1022; and delivery $350).
   
  I have called the store and spoken many times with the manager, ********. We have discussed the situation. Discussed the alternatives. Money refunded or furniture.
   
  Today I called asking for ********. Shes not in today and wont be in until after 3 tomorrow.  I explained Id like to pick up my refund tomorrow. No, because the check comes from accounting, and they arent in tomorrow.
   
  Further, I must wait 7-10 business days after accounting gets notification of the refund for me to get it.
   
  My sister called ********* regarding my order only to find out that this store isnt known to ********* as an authorized dealer. The recliner chair special ordered had been discontinued. The fabric ordered would never be used as it is used only as trim, not covering. I received the sofa,$2899.99; and one swivel chair $1899.99; one end table and one coffee table $500.  The recliner which was ordered and not received was $1399.99.
  ******* *****  #********
   
  The dining room set I ordered was from **** ****** Furniture. Table $2899.99; 4 side chairs $248ea; 2 armchairs $499.99ea; server $1399.99.
   
  I received nothing of the dining room furniture. I didnt bother calling **** ******. My order was a special order and so would take 8-10 weeks. 
  
  Ten weeks would have been approximately October 4, 2024. It has now been 27 weeks. No furniture, no refund. This is hideous.
   
  I would love to have the furnitureI had no table for Thanksgiving or Christmas. I was offered a loner table for the holidays. When it came on Dec. 21, the driver told me it would be $1300 COD. Never was any money for this loaner ever discussed. I refused to pay the $1300 and sent the furniture away with the driver.
   
  Jan. 2, 2025 I went with a friend to ask about the cost for the loaner and where was my furniture? ******** told me I could have my money back. I asked if the furniture came in, could I buy itYes was the answer. I asked when the 7-10 days started. She said Jan. 2, 2025.
   
  I have been beyond patient in dealing with this company. I am asking for fairness. They have had my money in total $10500. They have given me a sofa, chair and two tables. Hardly worth the money they got from me.
  
  I'm tired of waiting for the furniture. I'm tired of the lies. Give me back my money with the compensation Gallery said I was entitled to or make good on the furniture I ordered.
  
  Thank you,
  ******* *****  
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  This customer was told 7-10 business days for a refund on 1/2/2025  she was told her information will be  sent to accounting on 1/3/2025 ( the next business day ) from there it takes 7-10 Business days). This customer was explained that the refund process takes 7-10 business days and once we receive her refund check she will be contacted to pick it up.  unfortunately we can not change store policy  Business days do not include weekends or holidays . This customer is only due a partial refund , as her dining set is delayed generally store policy special orders are non cancelable and non refundable In the spirit of customer relations an exception was made. Once the refund is completed with processing the customer will be contacted

• Initial Complaint

  Date:12/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting 12 weeks for a 4 week delivery they keep promising me a delivery by the end of the week for 6 weeks and still no delivery and they will not refund my $1000.00 deposit

  Business Response

  Date: 12/30/2024

  This customer ordered special order sofa an love seat the merchandise was delayed , The merchandise is in and has been in for almost 10 days we called the # on the invoice multiple times there is no voicemail, we have recently sent a letter to the address that is on the invoice for customer to contact store to schedule delivery  

  Merchandise is in and ready for delivery 

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered furniture 9 months ago and replacement furniture 6 months ago and never received any yet. Keep getting run around and stories

  Business Response

  Date: 12/19/2024

  this has been resolved with the customer 

• Initial Complaint

  Date:09/06/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought furniture from gallery furniture in Medford ordered sofa chair end tables and coffee table.didnt receive furniture until 20 weeks later everything was paid for and I never received my tables.Gallery furniture told me I would receive my credit from ******* for overpayment still havent received any money. Can you help?

  Business Response

  Date: 09/20/2024

  after investigating this customer complaint i found out  The sales manager authorized a refund of $760.36 for 1 cocktail table and 2 end tables. The form of payment for this sale was TD finance . This customer had a promotional program. The sales manager was unaware that being it was a interest free promotion we are unable to refund the finance. The refund for this customers order would have to be done Via check . This customers file has been sent over to accounting to process the refund ( should take approx. 7-10 days)  Once my office receives the refund check we will contact the customer to pick it up or we can mail which ever more convenient.  

  Customer Answer

  Date: 09/23/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******/******* ********
  
  
  
   
  
  

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer  

  never got my refund  of $ 760..36

  Been waiting since 6/24/24

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******/******* ********