ComplaintsforGallery Furniture

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 17, 2021 I purchased and paid in full for a bedroom set, the total transaction was $3,785.58. Clearly written and discussed a delivery date of 6-8 weeks, after 9 months I have yet to have any idea of a delivery date. I have called every month for an update and have been lied to as to why there is a delay, first it was Covid delays then it was that they were waiting for parts made overseas the transport problems etc. Mid February I was told it would be in by the end of the month. First week in March I physically went to the store to ask for a refund, I was told by ****** that I ABSOLUTLY could not have a refund because this was a SPECIAL ORDER but they could deliver the furniture that weekend. Claiming this was a SPECIAL ORDER is a fraudulent statement, that was never mentioned at the time of sale, no where on my receipt is that fact documented and there was no signage on the display of it being a special order. After refusing a refund ****** stated I could have delivery on Saturday March 5th, 2021. After the day came and went without any contact from the store I called on Monday March 7th and was told furniture was still not available. Now I am told it's in transit and they will call me when it comes in. I feel they are in breech of contract and will keep my money indefinitely. My Invoice number is ***** at this point I request a full refund.

  Business response

  03/14/2022

  the furniture this consumer ordered is a special order.  it states this on the contract this consumer signed and agreed to.  it is on the front and back of the contract as well as directly next to where this consumer signed.  The furniture this consumer ordered is due in this week and the consumer will have delivery as soon as it arrives.

   

  Regards,

   

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

  Manager

  Customer response

  03/14/2022

  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 have heard this response multiple times now and at this point I have no confidence that this establishment will delivery my furniture any time soon. I have been lied to my face by ****** who when pressed for a refund scheduled my delivery for Saturday March 5, 2022 telling me that was my only option and it was never delivered, so how can I  except her answer at this point? 

    

   

   

  
  
  
  
  
   
  

  Business response

  03/23/2022

  This consumer is receiving delivery this Friday.

   

  Gallery Furniture

  Customer response

  03/25/2022

  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

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business processed a $8500 paid in full payment on a bedroom furniture set and have yet to deliver it. Customer service is beyond horrible. Never once did the business have enough common sense and decency to pick up the phone to let me know that my bed would not be delivered until almost 12 months after purchase. Any and every time there is communication with this business, I am the one initiating it. They do not return phone calls and consistently ask for a telephone number where I can be reached, as if I have not provided one to them or they are too lazy to reference a paid in full receipt in front of them. When I asked for a complete refund of the items purchased so that I can purchase items locally, they refuse to refund the monies paid.

  Business response

  02/09/2022

  This consumer entered into a special order contract with our establishment.  The furniture this consumer ordered is all in with the exception of the bed.  The consumer lives and being delivered to *******.  We spoke with this consumer yesterday and the consumer agreed to have the furniture delivered and when the bed comes in, we will deliver that at no charge.  Our customer service reps always ask for a good number to contact our customers back in case they are not reachable at the number on the receipt.  This is common in the customer service industry.  should you have any further question, please contact the undersigned.

   

  Regards,

   

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

  Manager 

  Customer response

  08/18/2022

  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 wanted to give ZERO stars but I couldn't. DO NOT and I repeat DO NOT ever purchase from this company. I ordered a ********* bed, console, and two night stands in June and August of 2021: $9573 dollars worth of furniture. I have yet to receive any items. To add to this, the store manager ***** stated today that she could refund me $7026. Only to call back to say that she couldn't. This was after she asked me for my credit card information. It is important to mention that I was told approximately a month ago by ***** the store manager that my bed would be coming in on Aug 20, 2022. Today when we spoke, she stated that the bed is on back order until November 2022. Go figure! I just want all the bedroom furniture pieces to the set that I ordered. If I cannot get all the pieces, then please refund me the monies paid in full so that I can go to a local furniture store and make a purchase. This business is beyond deplorable. They are thieves, liars, have horrible dispositions and horrible customer service. It is a year and two months later and I have yet to receive an email address from anyone within the store. I have been beyond patient. Below is the Demand Letter that I sent as well as the business will be receiving a formal demand letter by a legal professional. Enough is Enough! REFUND DEMAND LETTER Gallery Furniture , ****************************************************** ************** Date: August 18, 2022 Dear Gallery Furniture, This letter is being sent to formally request a refund in the amount of $7,026.00 for the following: Monies paid in full for the purchase of the following: ********* Jet Set ******" Wide 2 Drawer Sideboard with four wrapped doors quilted in white bonded leather with nailhead, Jet Set quilted leather-wrapped door fronts, embossed crocodile leather and gold nailhead trim nightstand, Caviar and Fully wrapped case in ******** crocodile embossed leather with exposed wood base frame and legs in Caviar finish nightstand.  
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  Business response

  08/22/2022

  This consumer has already been refunded in full.

   

  Regards,

   

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

  Manager

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/18/2021 we purchased a bunk bed and 3 mattresses. The understanding was 6-8 weeks delivery on the bunk bed. The mattresses would be delivered much earlier. Approximately 2-3 weeks later the mattresses show up. It’s pouring rain and the guy that delivers them brings them to the front steps and says it’s our problem to get them in. After we got them inside, One of the mattresses had stains when we opened it. It was clearly used. I called and the disgusting rep on the phone said “the mattress is for kids, does it really matter if it’s stained ???” After I informed her that yes, it in fact does matter, she said they would contact me when a new one arrived. I called back after not hearing for 2 weeks and they mysteriously just received it. She said it would be delivered that Saturday. I called Friday because we had a family emergency and need to reschedule. They said they couldn’t reschedule because our mattress was on the truck and they can’t make arrangements. I had to stay home and wait and guess what?? They never showed up. They didn’t show up because they didn’t have my mattress on the truck!! It took another week to finally get the 3rd mattress. I called weekly for updates on the bunkbeds. Every time I was told “next week “ Fast forward 16 total weeks to mid august. No bed. I disputed the charges on my card because they charged $200 for set up. The cc company sided with them because the deposit covered the mattresses and Gallery told them we had all of our items. A gallery employee, ****** told me they would refund my $200 for set up after a long fight. They allowed me to cancel the order and I quote “if I just go away” They have not and will not return calls. They also have my number memorized or blocked because I can only get through by changing my number. I should have checked first but if you search their reviews online, they have dozens upon dozens that state they took the customers money and delivered nothing. In my opinion this place is a scam.

  Business response

  11/01/2021

  This cardholder ordered a bunk bed and three mattresses.  The customer received the three mattresses and cancelled the bunk bed.  The delivery charge was $200.00 which I cut in half due to him cancelling the bunk bed.  Even with this cut in half, the customer still owes us money.  As far as Gallery Furniture is concerned, this case is closed.  The only money owed is to us.  The mattress this consumer is complaining about was exchanged and signed for that it was received in good condition back on 7/13/2021.  

  should you have any further questions, please feel free to contact the undersigned.

  ***** **

  Gallery Furniture

  Customer response

  11/01/2021

  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]

  The charge was was for SET UP and delivery. The mattresses were $199 each according to “******”. I bought 3. That is $648.50 including tax. I have paid a deposit of $879.85  that is a difference of $231.35. I am still owed money from this company. They said to make me “go away” they would cancel my order. Even if they charged $100 for a mattress delivery to my house which they were lazy enough to not bring in, I am still owed $131.35 because that would be the remaining balance of the set up for the bunk beds which I don’t have. 

   

   

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

  
  Sincerely,
  ***** *****  
  

  Business response

  11/02/2021

  My prior response stands.  Our contract has been fulfilled and there is nothing more we can do.

   

  ***** **

  Manager

  Customer response

  11/02/2021

  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]

  Not sure how you you are still in business. Take a look at your rating on the BBB site. It’s horrendous but I bet you don’t care.  There is nothing but negative comments online which I wish I read before. This is a common occurrence of you taking money and not delivering. I am not done with this and will continue on.  Next stop is the consumer protection agency and every single place I can leave a review. I will tell them the treatment from ****** and also the used mattress you delivered with what looked like a feces stain. 

   

   

   

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

  
  Sincerely,
  
  ***** *****  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This furniture store defrauded me. I was promised a delivery between the dates of 10/16-10/20 as long as the balance was paid before the 16th. ****** promised me on the 26th of September after I paid a $2000 deposit that my furniture would be on a truck waiting for the deposit to be paid before the 16th. On October 14th I paid $6500. The tall older man(sales rep told me on the day in which I paid, that they didn’t have any of the items I selected from the floor) all items on the floor are marked as being in stock. He told me not to worry but speak to the”girl in the office, the following day” he told her name was ****. Surely I called and was given the run around. Only to be told”I don’t know why ****** wrote that date on the receipt, knowing we don’t have any of the bedroom items in stock, I could kill him” I called ****** on his personal cell phone he tells me if I can come to the store with my card and receipt I can get a refund. I told him that I moved out of state, and I had already gave **** my card # and she said she would give it to accounting and it would be done by tonight which is Friday 10/22/2021. I asked if she can email she said no accounting cant email but she will take a picture of the receipt and send it to me via text. I get a call from ****** one hour after that telling me I’m not get any money back and I Better take the furniture when it comes which they said it’s coming on the 27th of October, which is a completely different date ****** the delivery guy said because his delivery truck was inoperable and he had recently got it out of the shop. He says he had so many other customers on back order and he had to take care of them first. They’re refusing to give me money back because they claim special order. The items in the showroom are the same ones at ****** ********* which Are not special orders. I explained to the rude woman Tracy that in order for something to be deemed a special order, a proper sales receipt needs to accompany the original

  Business response

  10/25/2021

  This consumer placed a special order with our establishment on 9/26/2021.  It clearly states special order handwritten as well as directly next to the consumers signature.  The consumer left a $2000.00 deposit and was told if she would like it delivered between October 15-20th, that the balance of the order must be paid by October 13,2021 in order for the truck to take out of state for those dates.  The consumer came in on the 14th of October to pay the balance and missed that truck.  The consumer was notified that the next delivery date would be October 27th.  One week later.  The furniture this consumer special ordered is in and available for immediate delivery, but this consumer refuses to take it.  This is an $8500.00 order and all the merchandise this consumer special ordered is in and available for immediate delivery.  The consumer now has changed her mind no longer wants the furniture.  This merchandise was brought in specifically for this consumer and is non-refundable and non-cancellable as stated on both the front and back of the contract this consumer signed and agreed to.

  inasmuch as this consumer signed for and agreed to the terms and conditions of this special order contract, Gallery Furniture is under no obligation to refund this money.  Gallery Furniture stands ready, willing and able to deliver this furniture at the consumers earliest convenience.

   

  Should you have any further questions, please feel free to contact the undersigned.

  Regards,

   

  ***** *.

  Manager

  Customer response

  10/26/2021

  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]

   This is unacceptable your company took my money with the intent of not supplying me with my furniture. How stupid does this response sound. This was not a special order as every item I selected is ticketed as being in stock. It even states on your website all items in stock. Your store carries the same items as ****** *********. The only difference is that your items are a few dollars less and have some sort of abnormality. Tracy I have a phone call recorded between you and myself admitting to defrauding me out of $8500, I have **** recorded too.
  

  go re-read your response. Your delivery driver ****** called me two days after my expected deliver date to advise if the doll “I don’t know why ****** gave me your number to call, they don’t have your furniture and my truck was broken down for 6weeks and I just got it fixed. I would deliver furniture if I had it, but gallery doesn’t have your furniture” I have him recorded too. So again you all are scammers  

   

   

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

  
  Sincerely,
  **** *****  
  

  Business response

  10/26/2021

  There is no phone call from this consumer stating that we committed fraud.  This consumer purchased special order furniture that is here awaiting to be delivered.  

  There is no more we can say on this matter other than we are willing to deliver this merchandise to this consumer.

   

  Regards,

  ***** **

  Manager

  Customer response

  10/26/2021

  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 recorded calls and can share them with the BBB along with consumer affairs. You guys are thieves and should be prosecuted. BBB if you are reading this, please send an email to me in which I can reply with multiple recordings. 

   

   

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

  
  Sincerely,
  
  **** *****  
  

• Initial Complaint

  09/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  we ordered furniture in march and delivery of part of the order is still outstanding. Delivery date was twice delayed. We had been told part of the delay was due to our selection of special order sectional with symmetrical layout. Gallery shipped a chaise piece that was available from every distributor We saw on the internet. The picture sent to us indicated a pullout bed, which is/was not essential to us. The picture forwarded is second to the last page of the attached. The desired configuration and display of similar symmetrical sectional is on the last page. We notified Gallery immediately and received no response. We called and staff indicated We selected the chaise. The order, and the internet did not contain model or part number to verify properly, what was ordered. We had a friend cancel their order due to lag time, and got immediate delivery from Raymour and Flanagan . We just want what we ordered.

  Business response

  09/09/2021

  this consumer ordered a loveseat, a recliner and a two piece sectional.  the loveseat and recliner and the chaise of the two piece sectional have already been delivered.  The sofa bed is not in yet (2nd pc. to sectional)

   

  If this consumer would like us to pick up the chaise piece and issue a refund for the 2 pc. sectional, we will be happy to do that.

   

  Please advise.

  ***** **

  Manager

  Customer response

  09/14/2021

  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:

   

  we want the symmetrical sectional, not the chaise if it is possible to switch that portion of the sectional. We are very satisfied with the rest of the order, material, and color.

                                    *****
  

   

   

   
  

• Initial Complaint

  09/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sectional couch and 6 dining chairs from the website on June 23. At the time that I placed the order, I was not charged for shipping. On June 26th, I received a call telling me that there was a problem with the order. The problem was that I was supposed to be charged freight shipping since the order was coming from Texas. For my inconvenience, they offered to give me a 5-year protection plan for free. I was annoyed because they should have honored the original price charged to me since it was their own mistake, but since they offered me something in return, I went ahead with it. It is now September 8th and I have still not received my furniture. I have called several times in the past few weeks to find out the status and every time I get told that my sectional is on backorder. First I was told I would receive it by mid-August, then early September, and now mid-September. I just want to get a definitive date about when I will receive it, instead of a constant run around.

  Business response

  09/09/2021

  The sectional this customer ordered is back ordered by the factory.  There have been many delays with the factories shipping.  If this customer would like a refund, we will be happy to refund her.

  Her sectional is due in mid - October at this point. 

   

  Please advise,

   

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

  Manager

*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. ↩