ComplaintsforGallery Furniture

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a coffee table back in December 2023, they sent me the wrong table 3 times. The last time was March 22, 2024. I wanted my money back. I was continually lied to from the manager, ********. A check was in the mail that never came. ******** told me to come in to the store and the owner wrote me a check, that bounced. It is now June 20th and this is still not resolved. How is this company still in business? They constantly lied to me about deliveries and getting my money back.

  Business response

  06/27/2024

  To Whom it May ******************** be advised that a cash refund was issued on 6/25/24 to ***************************, see attached copy of his sales receipt where noted in brackets that he, indeed, received his refund.

  Therefore, please close this case #*************.

   

  Regards,

  ********

  Gallery Furniture

   

   

  Customer response

  07/02/2024

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 11/19/2023 Money paid out: $808.00 Deposit, $695.00 (5 monthly finance installments in the amount of ****** per month).Commitment: furniture would take 8 to 10 weeks to produce before delivery.Nature of dispute: Company failed to live up to it's contractual agreement, as of May 22, 2024 furniture has not been delivered, company continues to provide excuses for delays, lacks professionalism in returning updated calls.Resolution: seeking refund Deposit and finance payment.Invoice #*****

  Business response

  05/23/2024

  This customer has been completely updated weekly on the delay . This customer was give a discount for the delay this customer is also very aware the merchandise is due in complete within 4 weeks due to a factory delay. special orders are non cancelable or non refundable as stated on back and front of the contract this customer agreed to and signed 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ***** Bought furniture from the store with expectation of delivery within 2 to 3 weeks, turned into 16 weeks with multiple attempted deliveries on Saturdays where I had to take off work to be here and wasn't even receiving the right furniture. ******** from the store told me that I would be receiving a refund towards my purchase for the inconveniences and still has not held up on her end. I tried to call and speak to her she said she'll call me back and never does I have phone records showing the multiple tries of me contacting them and them not returning phone calls. I try to ask to speak to her supervisor they claim there is no one above her and then the other staff isnt helpful, they say they can't help me. I've tried to ask for a corporate number multiple times and they say there isn't one and there's no one else higher up to help me. Which I think they are lying. I'm getting frustrated and it just seems like they're just waiting for me to forget about the issue so they don't have to refund me. I would like the refund for the amount of the warranty , not canceling the warranty, the amount that she said she was going to give me plus something more off the bill for all of the trouble. Still waiting for her to hold up on her end. I have waited long enough. I do not want a store credit I am not looking to ever step foot in that store again and will be telling everyone else I know to stay far away.

  Business response

  05/23/2024

  This customer was issued a gift certificate for $250.00 on 08/24/2023 NOT a refund. This merchandise was delivered on 08/24/2023. Numerous times the customer was told it is not a refund it is a gift certificate.

  Customer response

  05/24/2024

  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:

       There was never a gift card received and I made it very clear to them that because of the stress that they put me through that I went down to the store crying and spoke to ******** and the other staff and they said they were going to do whatever it was to help me.  I have called multiple times and spoke to ******** and she said she was going to credit me the amount for the delivery and the amount for the warranty.  I have a phone call recorded from February 2024 of her saying that she was going to call me back and we're going to correct this and she never does.  This is what the company does they say they'll call you back and don't and hope that you forget about it so they don't have to pay out.  I do not want store credit I don't want to step foot in that store I don't want to order something that I'm not going to receive for months when they say weeks.  I am going to reach out to the attorney general's office and ask them for any resources to pursue this further.  I am not asking for a full refund I am asking for the partial refund that I was promised as per ********.  And if she has a boss I want a phone number to call and put a complaint in as well because they keep telling me there's no corporate number to call.  

   

   

   

   

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

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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4/5/24 Gallery Furniture agreed to refund me in the amount of $2533.94 for items not delivered on order ***** placed 7/24/23. At the time, they declined to issue this refund via check and I was advised, and they put in writing, the credit would take 14 days to post to my original purchase method on my finance account.As of 5/8/24 this refund has not been posted to my finance account. I have followed up with the vendor in writing via email upwards of ten times in attempt to resolve this matter. Attempts to resolve any matter by phone have proven ineffective, as my calls are purposely screened. When attempting to conceal my phone number in an attempt to avoid my calls being screened, I learned this business does not accept calls from callers utilizing *67 caller ID blocking.The have acknowledged my follow up via email but have yet to issue this credit to my account, or provide a definitive date on when it will be posted. I also requested a contact within their accounting department to attempt to help resolve this matter amicably, but was advised "accounting is not available to speak to customers" in email dated 4/26/24 from ************************************* Please find attached: Pages 1 & 2 containing my follow up with vendor, dated 4/12, 4/20, 4/22, 4/23, 4/24, 4/26, 4/29, and 5/2, including all responses from ********, listed on documentation under **************************************** Page 3 containing my original purchase receipt, invoice *****, dated 7/24/23. Page 4, containing Sales Slip *******, corroborating refund owed of $2533.94 on aforementioned invoice *****, dated 4/25/24, with "14 DAY REFUND PROCESS" listed in writing, signed and printed by Sales Manager *** at Gallery Furniture Medford Showroom. Pages 5 and 6, containing Renovate TD Finance statement and transaction records with charge posted 7/24/23 from Gallery Furniture in amount of $10,000, Matching deposit amount listed on Invoice *****.

  Customer response

  06/01/2024

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/23/23 I purchased a sectional couch with an ottoman for $2987.19 from Gallery Furniture in *******, **. We were guaranteed to have it delivered by Christmas. It did not come by Christmas or at all!! After many phone calls and false promises that our furniture would be delivered, we finally decided to cancel and get refunded as promised, by the salesperson and office manager. We filed a dispute to ensure that we would be given a credit. We waited until March 8, 2024, for a resolution which was not in our favor because Gallery Furniture claimed it was a special order and they were non-refundable. We returned to the store on March 9th to speak with our salesperson, asking for the refund he promised. He told us he would issue a full refund and said it could take up to 14 business days. It is now May 3 and we have been hung up on and put off saying that they are waiting for paperwork from their accounting department and they would have the proof of credit emailed to us by the next day if not the end of that day. That hasn't happened. I asked to speak to their accounting department but they said they couldn't transfer my call. We finally bought furniture elsewhere since we decided to cancel the order with Gallery Furniture in *******, due to non-delivery. I just filed my 2nd dispute regarding the charges on my Synchrony credit card because we never received the furniture. Gallery Furniture, *******, ** told us they would credit us the full amount. I submitted with this complaint the written credit given to us by our salesman and given the "okay" by the Office Manager for $2987.19. I would advise that no one do business with them and I wouldn't be surprised if they are trying to sell by finance as much inventory as possible before going out of business. It would be wise to look into how many people are disputing their charges before purchasing furniture from them. Look at their reviews. There are so many others in this same situation.

  Business response

  05/20/2024

  This has been sent to accounting for a refund, the customer was well aware that her dispute was still open and once that was finalized we would be able to move forward to process a refund 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Couch was ordered 12/9/2023 financed in the amount of $5485.55.. Was given multiple excuses and delivery dates and as of the last delivery date 4/9/2024 the couch came in wrong. We were told by ******* our account would be credit immediately. As of 4/23/2024 we have not received credit nor has the creditor been notified of the refund. They have not been able to produce the couch I ordered or the refund for the finance. They stole $5400 from us

  Business response

  05/16/2024

  this customer was offered a full refund , this customer chose to initiate a dispute. once the dispute process has completed we will be able to issue a refund

  Customer response

  05/16/2024

  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 Here]

   They offered me a the day the couch came in wrong. As with the couch they told me I would be refunded on 4 different dates. After the last date came and passed and never receiving the refund which was over 2 weeks. We decided to file a dispute with the finance company.  I BEG YOU TO LOOK UP THE CUSTOMER REVIEWS ON THIS BUSINESS!!!. All the same exact complaints. I doesn't take 2 weeks to issue a refund. They had no plans of giving me a refund. Every date they told me I was getting the refund or the couch came and went. NO COUCH OR REFUND!    

   

   

   

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

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

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Gray and diamond look of clearance tv stand that never left the store and never was delivered to my home or I pick them up. I contact ******** the Manager and she never refunded me the cost of the two Tv stands This has been going over 3 months. Two days ago I file a police report now it is considered fraudulent.

  Business response

  04/11/2024

  This customer purchased 2 nightstands out of our clearance center all items purchased out of our clearance center are final sale no refunds. clearly stated on the receipt and also the customers credit card slip that was signed  which is final sale. they did not fit in her home customer returned for store credit. customer is NOT due a refund customer is 100% aware this was a final sale and she received store credit only that is valid for 1 year

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went into this store on Sunday 3/10/24 to purchase a sectional that come up to $4000 after taxes and fees. My wife could only qualify for $2000 from a Credit card company called Renovate and $1000 from another called Home Furnishings. We agreed that we'll pay the remaining $1000 upon delivery. The salesperson said it'll be delivered within about a week depending on availability. The very next day (Monday), we realized that the sectional will be too big for our living room. We looked up the store's return policy and saw that the order can be cancelled within 48 hours with no penalty. I called the store the following day (Tuesday) and asked to cancel the order. The salesperson specifically said, "ok, no problem. I'll tell the manager not to do anything with this order..." He then asked me when i could come into the store to select another sectional. He never said to me that in order to cancel the order, that i needed to go into the store on that day or he will not be able to cancel it without penalty. I said that I will not be able to until maybe the weekend. He said thatll be ok and reminded me to bring the receipt. We never made it to the store that weekend and assumed that the order was canceled. About a month later when we received the cards and saw that both cards were charged, we immediately called the store and they said that we needed to go into the store with the receipt to cancel the order within 48 hours. I insisted that we were not told this and after insisting, the salesperson said to come into the store and that he'll handle it. I eventually went to the store and spoke to the manager who said that I needed to speak to the salesperson and to come back the next day. When I insisted that he was the manager and the person to resolve the matter, he said that h*** have to charge me 40% for cancelling the order. I explained that nothing was ordered or delivered and that i didn't understand "restocking fee", and he responded that that is the store policy.

  Customer response

  05/02/2024

  At this time, I have been contacted directly by Gallery Furniture regarding complaint ID ********, however my complaint has NOT been resolved because:

  [See the attached email communication I sent to ************************************* on April 9th, 2024.

  To our surprise, we received a call on 4/9/2024 at 2:03pm from the salesperson ******** apparently after seeing and reading our ****** review (see attached) telling us that the sectional is ready for delivery and asking what we want to do. He completely disregarded all our efforts to try to cancel this order and acted as if we never contacted them to cancel the order. You can imagine our frustration. I told him that I went to the store last week and that the manager told me that he'll have to charge us 40% if he cancels the order. The salesperson said that he was never told that I went to the store and that he was simply told to call us to tell us that the furniture is ready. I asked him if it's really fair what they're doing and practically begged him to cancel the order and let us move on with our lives. He put me on hold for a brief moment and when he returned, he told me that he cannot talk to us about this anymore. That he cannot cancel the order and then hung up the phone.

  We're field a complaint with the Suffolk ***************** of Consumers' Affair and we are awaiting a response from them. Giving that the business has refused to respond to the BBB, please advise our most appropriate next course of actions if possible regarding this matter.

  Thank you for your help.]

   

   

   

   

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

  Sincerely,

  *******************************

  Business response

  05/16/2024

  this has been resolves this customer was issued a refund

  Customer response

  05/16/2024

  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,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 12, 2023, we went to the above mentioned store to purchase furniture. We purchased a recliner sofa and a recliner chair and separately a dresser. The dresser was delivered the following week no issues. The sofa and chair were delivered 12/2023 after, not showing up 12/19/23, after waiting all day from 10 am until 830 pm. When they delivered they delivered two sofas and no chair. So now we have two sofas in the room for Christmas. The finally switched out the extra sofa with the chair on 1/24/23. After they left we discoved the sofa recliner did not work. Two weeks later they sent someone out to fix who said it was a faulty power device and they would have to order and replacde the sofa. Then saying one week, that was ******** and now it is February 21st and they are saying mid March. We paid ovder $4000. for furniture that was delivered broken and still has not been replaced. Very poor customer service, told them to just return the furniture and give us our money back, we are tired of fighting with them. Asked numerous time to speak to the salesperson he has been out of the country since we purchased.

  Business response

  02/21/2024

  This order was placed 10/12 with a time frame special order 6-8 weeks for the living room furniture . Dresser and mirror on order was scheduled for 10/18/2023 Living room furniture arrived on 12/14/2023 customer was scheduled for delivery on 12/19/2023. after the delivery customer contacted the store and stated one of the peices were in correct we immediately scheduled a new deliver for 12/23/2023 to exchange the incorrect peice. On jan 2nd the customer called the store and stated they were having issues with one of the recliners . We immediately scheduled a service call to inspect for 1/3/2023. the service tech determined that the recliner had a faulty switch . Customer was informed we will order the part and once it arrives we will contact to schedule delivery . Customer was informed that the parts could take approx. 8weeks to arrive . End of jan customer reached out to the store for an update at that time we told the customer that the factory approved a full replacement and the replacement should arrive  end of feb. 2/21/24 customer called the store for an updated status, we reached out to the factory and were told that the new item was currently in transit and is expected end of feb 1st week of march to arrive . Gallery furniture has went above and beyond for this customer and has provided excellent customer service . once the replacement arrives we will contact the customer immediately too schedule the exchange 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of transaction was 11/11/23.The amount of money paid was 3475.99.The business committed to provide me a bedroom set within 6-8 weeks.The dispute is that I bought this set in November 11/11/23 and it is now February 13th with no bed frame yet.Everytime I call the company they keep telling me next week. A month ago they told me they had ordered the wrong bed frame and they had to reorder it from the manufacturer.Last week I called and they said it would come by Friday 02/09/24 and it still has not arrived. So they have not resolved the issue after weeks of calling.

  Business response

  02/14/2024

  ***************************** made a  special order purchase on 11/11/2023 with a 6-8 week approximate time frame for delivery . ******************** ordered a queen size bed from a custom order factory with a finish change , she also ordered a dresser , mirror and 2 nightstands from a different factory . The dresser mirror and 2 nightstands arrived to our warehouse 12/19/2023 customer was contacted . ******************** was offered partial delivery of the items that were in, she refused she wanted to wait for the bed to come in . on 1/10/2024 ******************** called to check status on her order she was told that the bed was not in yet and once agian was offered delivery of the items that were in she chose to have those items delivered on 1/13/2024. on 1/24/2024 ******************** came in the store to check status on her *********** ******************** was told the bed was delayed by the factory the factory original had sent in the incorrect rails to attach the headboard and footboard  new rails were re ordered with the factory and to allow at least 14 business days for them to arrive to our warehouse. AS of today the rails still not have a arrived they are expected in any day . We have been in communication with ******************** the entire time Special orders are non refundable and non cancelable as stated on the sales contract . As stated in the sales contract Gallery furniture can not be held responsible  for factory delays . Once the bed arrives complete we will contact ******************** and schedule the delivery.

*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. ↩