ComplaintsforGallery Furniture

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After ordering furniture, later that night I realized I measured wrong and needed to cancel. They accused me of finding the set cheaper. I explained that it physically would not fit as I thought. They refused to let me cancel, made me "get back to them". After research I found smaller nightstands that would make furniture possible. They price adjusted because online was significantly cheaper. My furniture didn't arrive as expected on 11/28/23. I was told my nightstands would be delayed but day of delivery I received 1 nightstsnd but not the tall dresser. I was told it would take 2 weeks for the missing pieces to arrive. Nowhere did they tell me they would hold my $1250 refund for over 9 weeks. I was told it would be processed on a Friday (12/1) and take up to 10 business days. Every time I call I get a different answer and people claiming they will call back. No one ever calls back. Now (12/19) answer is not until the pieces they claimed were in stock (dresser) that didn't arrive are delivered they are holding my refund. I'm being told my missing pieces won't arrive until after the new year. I asked to cancel the remaining pieces to process the refund but they refuse to do this as well.Thankfully by the end of my 28m call, ******** informed me they were able to refund me my overpayment and actually update me that the furniture was shipped by may take 10 Days to arrive to their store. If they just were upfront from the start I may feel differently about this store but the deception was not cool. I would never shop here again.Tuesday, 1/2/24 I still had not received my refund. I called and asked for proof they refunded. I was told they would email me within 30min. I received nothing. I called 5hr later was on hold for 20+ min and was told they would request it again. I have called almost daily. Wasn't until Thursday I was told the finance **** wasn't in until Friday so I wouldn't get it before then. Friday came and went and no refund proof. I called Saturday, 1/6 to see the status and was told the office is closed. I disputed the balance they owe me. It's been 12 business days and every time I call I get different answers. Called 1/12 and was told furniture would be arriving early the following week. We set up delivery for Wednesday last stop. I realized I did not hear anything and didn't receive my furniture. I called 1/18 and was told I never gave them a date/time. 1/18 I spoke to someone who apologized my furniture was not delivered and set me up for delivery 1/20/24, She told me to call when they opened at 10am for a time.I called 1/20 at 10am and was told the schedule wasn't released yet but they would call me between 1030-11am. I heard back and was told I was not on the delivery schedule and the soonest would be Tuesday. Called 1/22 10am spoke with ******** who said I was out put accident for 1/27 delivery. She asked for 2h to sort out changing it to tomorrow. At 12p I called and my delivery was changed to the following day 1/23.I called at 1030am on 1/23 for an update on delivery window. Was not available yet, received a call at 11am from ******** that they had the incorrect piece. After hours of waiting, I was told they would not give me the wrong item at the same price. I requested my piece which was shipped to PA to be delivered, I was told it should arrive in the local warehouse by end of week.Didn't hear anything further, emailed And called 1/29 for an update but warehouse was closed. Called 1/30 and was told by *****, that Monday last week that it was in route but has not arrived to the warehouse, she also told me I must misunderstood when I was told it would arrive.

  Business response

  01/30/2024

  ************ Placed her original order nov 19 then reselected with her sales person because the original pieces were to large . The new order was written on 11/27 ************ was unable to come to the store to re write the new contract so the sales manager made an exception for ************ and did that via phone . *********** was well aware the the new night stands she selected only 1 was available for immediate delivery she also was aware that the new smaller 5 drawer chest was not in stock at the time of the reselect. Those items would be special order 8-10weeks . ************ w recieved delivery on 11/28 for the items that were in stock ( King **** ******** 1 nightstand) . On 1/23/2024 ************ was told the 5 drawer chest and nightstand shipped out from the factory once it arrives we will contact her to schedule delivery immediately. The refund ************ stated in her complaint is an adjusted amount for her reselected order is issued once all the items are delivered in the home and the order is complete. ************ was well aware of our refund policy as it was explained to her numerous times. ************ remaining 2 pieces are expected any day. 

  Customer response

  02/05/2024

  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]

  I have still yet to receive my pieces. It's been 2 weeks since ***** told me they were shipped to them. I was told on 1/23/24 that they should arrive by the end of the week to their local warehouse since it was incorrectly delivered to ************. Once again each time I call I get a different answer.  

   

   

   

   

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

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

  Business response

  02/23/2024

  this has been resolved we order the customer a new nightstand and she is aware her new chest is due into us in a few days we have been in contact with ************* and when the items arrives she will be contacted to schedule delivery 

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 21 2023 at about ****hrs I financed a **************** at gallery funiture Medford. The agreement on delivery was 4-5 weeks (before payments started) I contacted the store around November 21st 2023 because my payment was supposed to start and was told by a rep I am supposed to pay for the product until I receive it, I was told a few days later that Mt bed will come on November 27. I called on the 28th of Nov 2023 and inquired but was given the run around by the manager I waited a week and called the store and was told that they have the box spring and mattress and would like to deliver it without the bed I refuse that option. I ask to cancel my order and the manager is refusing to cancel it. I contacted the creditors and placed a couple dispute only to be told I have to pay for the product even if I didn't get it. I am frustrated and needs help please

  Business response

  01/23/2024

  ******************* entered into a special order contract with promotional 24 months interest free financing . ***************** financed his entire order with no money down, with promotional financing 1st payment is due 30 days after purchase. ***************** is well aware that his special order king ******** and 2 boxsprings are in, we are awaiting the arrival of his **** ********* and footboard which is due in any day . We have offered to deliver the king bedding immediately with a loaner king ****** as a accommodation multiple times. Once ** ******** **** ********* and footboard arrive we will contact him immediately to schedule delivery . Gallery furniture can not be held responsible for factory delays as stated on the sales contract. 

  Customer response

  01/30/2024

  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:

  I contacted gallery funiture on November 13th ************************************************************************************* before I started payments I was told by said receptionist that my order was in transit and it would be at my house before the payment date.

  I contacted the store again on November 28th 2023 and ask about my order since it didn't make it to my house as promised on the delivery date. And was told because I didn't put any money down and was financing the order I will have to start paying before I recieved the order ( None of that information was disclosed to me). I asked the receptionist if she can push back the payments because I don't feel comfortable paying for a product I didn't get, the receptionist told me she or the store is unable to do so. I was then transferred to a "Manager" (not ***) who told me that the MATTRESS AND BOX SPRING is at the store and they can drop it off the next day. I said "no I do not want just the box spring and mattress" I would like my whole order  if I can't get the whole order as promised can you just cancel the order she said "no". I was going to visit the store but was told by her I would not be able to speak to the receptionist or her (manager).

  I never was contacted about my order I contacted synchrony 3 times to ask if they can help because I felt like I was being scammed after reading reviews from other customers who was having similar problems Synchrony refused to help and told me I have to start paying for a product I didn't recieved. :(  .

  I CONTACTED THE STORE ON JANUARY 19TH ******************************************************************************************************************************************* HE ISN'T AT HIS DESK UP TO THIS DAY 30/1/**** I HAVEN'T RECIEVED A CALL FROM SAID MANAGER. SO IM CONCLUSION I HAVE NO IDEA OF WHATS GOING ON WITH THE PRODUCT I OREDER ALL I KNOW IS THAT THEY ISN'T CANCELING MY OREDR OR UPDATING ME ON SAID *****. IF THE ***** WAS IN TRANSIT SINCE NOVEMBER 13TH WHY CAN I GET IT?

  I FEEL LIKE I AM BEING TAKEN ADVANTAGE BY GALLERY FURNITURE ?? 

   

   

   

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

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gallery furniture I ordered a new dining room set on 2/6/2021. Understandably it was going to be backordered 16/20 weeks. I called in for the first time around ***************************************************************************** I received a nice loaner for almost the next year or so until my set arrived like 18 months later. My set was delivered with the wrong colored legs. ****** noted it and said he would let them know. Months go by and I call to follow up.. this is where everything starts to go bad. No clue why I was asking about my order it was completed I was told. They pulled delivery receipt and see the issue and now they will look into it. Was told a shop is going to sand and refinish them to correct color and this should take 2 weeks. We get a small table now as a loaner table that cannot even accommodate my 8 chairs. 4 months later legs come back a mustard color and look like I refinished in my garage. They refuse to order me what I paid for factory finished legs in correct color. They pick the legs up again with promises of 2 weeks turnaround it took 5 weeks. full size loaner table (same very small loaner I had previously) Im still storing the table top at my house and still waiting for the legs to come back and hopefully but doubtful they will look good. 2 years 8 months and counting.Still do not have my new dining set as it was ordered. 10/21/23 legs returned and look terrible as suspected. Notable mentions : ******** cannot follow through on any promises made. At this point I just want a refund but that isnt going to happen..******** at the store has stopped all communications with me not returning emails or phone calls. She claims there is no general manager or anyone at a higher level at the store for me to speak with.

  Business response

  01/25/2024

  *************** purchased dining set 2/6/21 special order ***** weeks , customer aware there was a long delay for order to come in . We delivered s loaner dining set 11/13/21 . 6/25/22 we delivered dining set that was ordered and picked up the loaner. customer signed received in good condition.  April of 2023 10 months later customer called the store and stated base of table that was delivered on june ************************************************************* good condition.  In the spirit of good customer relations we scheduled to pick up the table base and deliver a loaner table on  5/9/2023. customer was told we will send it out to our service shop to be color changed . on 9/6/2023 we delivered color changed table base and picked up loaner table customer signed received in good condition . on 9/10/2023 customer reached out to the store and stated he didn't like the color, so once again gallery furniture scheduled to pick up table base and send a loaner table so we can change the color of table base again . On October 21 ********************************************************************************************************************************** good condition.  on oct. 29 2023 customer emailed the store requested a manager reach out, i responded . Customer finally responded on 10/******* stating once again did not like table base finish that was signed for received in good condition. Gallery furniture has went above and beyond for *************** even though *************** waited 10 months after delivery to contact the store about table base being incorrect. The table base was color matched to what *************** requested 2 different times. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a couch and loveseat on September 4 2023. Was told it would be delivered after 3 weeks. After numerous phone calls throughout September and October to ********, to find out when my furniture will be delivered I still had no furniture. She kept giving me the runaround and would not call me back after leaving messages.Finally in October 21st she tells me it will be delivered and then that evening calls and says it wont. Calls me again and says it will be delivered on October 25 th that there were 3 stops ahead of me. Of course we never got the delivery!I called the next day and told her I didnt receive anything and she told me she would cancel the order that was completed on a charge card. She told me she would call synchrony bank to cancel. As of today the card is still open with the amount of $1768.40.I have a complaint with the bank .I want the credit card to show a 0 balance please!! Hope you can help!!

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $32,500 furniture purchase (including 3 full bedsets, living and dining room sets, and other pieces such as decor/large rugs. Transaction paid in full on August 19th, ******************************************************** 3 weeks' time with delivery date Sept 7th. However, that was only the first delivery. We were told the delivery men would call us at least half an hour prior to showing up, but no one called. We called ourselves but only given a large time window. They ended up calling us and told us they were here, and they had to wait 10 minutes for us to make it home, so they started to unload their truck. Only then did they reveal to us that over half of our order is missing. On backorder and delayed or not at the warehouse. We were disappointed but rescheduled for 2nd delivery Sept 21st. Same runaround. Manager ******** says that they only route shipping to Queens on Thursdays, so my husband takes off from work to accommodate this.3 consecutive deliveries scheduled from sep-nov with no shows. No call, no warning, allegedly truck was stuck in ***********, rugs still at warehouse, custom chairs are unfinished, etc.No callbacks or follow-*** for rescheduling, we always have to reach out ourselves with no true resolution. Today Nov 10th was the 5th total attempted delivery ending in a no show. Still missing end table, 3 marble table tops, one night stand, 8 custom dinning chairs, 6 large rugs. Was told window of delivery was 5-7 pm Friday, called at 8 pm, 8:30 would not give us number to delivery men just said against company policy and that they called themselves with number going to voice-mail.We explained that if this delivery was not made today in full as promised we would dispute the charge with the credit card company.Invoice number ***** and *********************************************************** evidence attached. Would like remaining items sent in timely fashion once and for all.

  Business response

  11/27/2023

  this has been resolved customer has been scheduled for 12/7 delivery 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We order ****** worth furniture and still didnt receive anything. Its been over a month now and every time we call we get the run around. The stuff we did get the night tables iPhone chargers are not working and they say the parts are in but they never came. We ordered a queen *** got a full. Were waiting on couches but ******** or *** is not calling back. We been patient but enough is enough. Plus theyre trying to make us take a chair we dont want and wont fit in our house they say its too late you have to take it no refunds 40% store credit. Honestly I dont want anything from there if I can get all my money back Ill be happy but Ill take some and my couches no chair if I have too. Please help!

  Business response

  10/23/2023

  ************** purchased furniture with us on 9/15 for a bedroom set a mattress and boxspring and special order living room furniture and mirror  .************** received delivery of  the bedroom furniture and mattress and boxspring on 9/16/2023 and was quoted 8 weeks for the living room furniture . on 10/6 ************** emailed our service department and stated the usb port was not working on the nightstands. we immediately ordered the (2) usb port replacements and she was quoted approx. 3 weeks ,once part is recived in we would send a service tech to install. ************** also stated she was without living room furniture and in the spirit of good customer relations we offered ************** a brand new loaner set until her set arrived .that was delivered on 10-6-2023. on 10/6/2023 ************** called gallery furniture and stated the sectional that was sent as a loaner was to big for her home and asked if we can possibly pick it up and send something smaller. I immediately accommodated ************** and scheduled another delivery to exchange the loaner on 10/10/23. On 10/12/2023 ************* contacted gallery furniture and said they will not be able to fit the special order chair and wanted to cancel it. I explained to him that it is not able to be cancelled the merchandise is in production . I stated to ************* that ALL Special orders are non cancelable after 48hrs from date of purchase. as stated on the reciept. I also Told ************* if i was able to cancel with the factory there would be a 40% restocking fee and the balance would be store credit only also stated on the receipt I have also explained this to ************** multiple times. Once the living room furniture arrives we will contact ** and ************** to schedule delivery and pick up the loaner living room furniture.

  Customer response

  10/26/2023

  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]

   

   

   

   

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

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

  Customer response

  10/26/2023

  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]

   I called again seeing where is our furniture and how much longer. Im getting a run around on the time frame and when theyre going to fix the broken furniture we received. I just wont our couches not even stressing the money but at this point Ill take a refund. I feel its trouble customer service theyre rude not understanding to what we paid for. Its sad its like were getting taken advantage of. I dont want to go to court over this little situation but it is $12,000 broken furniture and non delivered furniture. Our bed is full size and we ordered a queen but theyre acting like its nothing to them. Were patient but we only want what we already paid for. Thank you 

   

   

   

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

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

  Business response

  10/27/2023

  ************* did not recieve a full size bed on delivery they purchased a queen size bed 60x80 inches. this has been discussed numerous times with mr and ************** . They also received there bedroom furniture on 9/16 signed for in excellent condition nothing was delivered broken. On 10/6 ************** contacted gallery furniture and was directed to the service department as she stated the *** charger was no longer working on her nightstand. Our service department immediately orders the3 part for replacement ************** was told it could take approx. 3 weeks to be received in, once it arrives we will send a service tech out immediately to change the *** port. at the time of purchase 9/15/2023 ************** was told the special order living room furniture would arrive in 8 weeks it is also written on the customers invoice . The special order living room furniture is expected to arrive on time.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 10 2023 I purchased furniture from Gallery furniture. My furniture was promised for 2/3 weeks delivery. The coach and chair werent on display however , the accent chair was n although I was able to examine the piece n felt that I would like the rest of the pieces. I chose a different accent share which was the last one. With all this in mind I gave away furniture anticipating the arrival of my new furniture. However, I still have not received my order which is paid in full. I have contacted the store many ************ would say next week it will be arriving n now Ive been told its a fabric issue . I did complain n was given a $150 credit (still dont have ) to shop in the store . Not that I want to purchase anything more from them but its been too long n Im very displeased.

  Customer response

  11/13/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Gallery Furniture has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumers beware of Gallery Furniture in ***************** as this business does not deliver on its promises and cheats consumers out of their money. Gallery Furniture is owned by *************************, with managers named ******** and *****. We purchased a defective sectional in Fall 2022 and Gallery would not refund our money. In June 2023 they finally agreed to give us a credit toward a new sectional, which we ordered and were told we would receive in July. As of October 18, 2023 we have not received the sectional and every time we call, we are given excuses and false delivery dates. Gallery Furniture has never attempted to follow up with us regarding this transaction. Every contact has been made by us, the consumers. Our experience and the experiences of others on the BBB site clearly indicates that Gallery Furniture should not be in business. A recent search reveals that there is a history of unethical business dealings by this family in 2014 under the business name Rooms Unlimited, also a furniture store, located at the same location as Gallery Furniture. The owner, sales people and management of Gallery Furniture in ******* are dishonest and practiced with their excuses. They prey on consumers with bogus promises. Consumers need to be protected from this deceptive and fraudulant business. Pursuant to ******** General Business Law, we are requesting a full refund of monies paid as we have not received our furniture and several months have passed since the anticipated delivery date. Gallery Furniture never attempted to contact us to renegotiate a new delivery date.

  Business response

  10/19/2023

  ************* Purchased a sectional 9/4/22 and had delivery on 9/7/2022 delivered in perfect condition . June of 2023 customer reached out to our service department stated the fabric had piling. we sent a service tech out immediately the service report stated it was normal wear and tear which does NOT fall under a manufacturer defect . In the spirit of good customer relations we allowed the customer to do a full re select . At the time of the reselect the customer was fully aware that the new sectional was out of stock due to a fabric delay with the factory. On 10/2/23 i explained to the customer that it was still delayed and will not be avaliable until end of october early november and offered a reselect to something in stock an avaliable for immediate delivery. Customer refused and stated will wait for the one they picked out. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 06/22/23, I purchased a sectional sofa and made a deposit of 50% of the total plus delivery charge. The order stated that delivery would be approximately 6 weeks. In early August, I spoke with a representative who told me she would check on the status of the order. She did call back and advised me that the furniture was in production and would be delivered in late August or early September. In late September, I called again and the representative advised me that the furniture was shipped on Sept 8, and was expected before the beginning of Oct. I called again the first week of October as I had not yet received the furniture. I requested tracking information but was told a manager would call me back the next day. No call was received. I called again requesting the manager to call me the next day. We are now in the middle of Octoberand I still have no valid information about the status of my order. I have initiated a dispute via my credit card company. Do Not Buy anything from this company! They are deceptive and misleading! Certainly do mot give advance payment to them, you will be sitting on cardboard boxes while they cash in with your hard earned cash.

  Customer response

  11/13/2023

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered furniture back in April. They said it would take six weeks for a couch, chairs and batteries. Every time I called they said you were on the next delivery. Next delivery kept me waiting and never showed up. Its been almost 6 months later and I have no furniture.. they took the full payment. They need to be shut down.

  Business response

  09/26/2023

  one of the items were delayed , we sent them a loaner sofa bed as an accommodation. on 9/20/2023 we picked up the loaner and delivered the sofa bed the customer ordered and picked up the loaner.    

*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. ↩