ComplaintsforGallery Furniture

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On about January 20, 2023 . Purchased a sectional from Gallery Furniture. After about a week the sofa on one section was leaning to one side. We contacted Gallery Furniture 1st time they came out to review the issue, the next time they sent someone to try and repair. The 3rd & 4th time they picked it up to take back to their shop to repair. Sent it back to us in the same shape it was when it left our residence. We have contacted them and Gloria with Gallery said that it was repaired and that the issue was due to people sitting on it but the other sections are not having any issues. We feel that the one section is defective and should be replaced. As of today no resolution has been reached with Gallery. We would like for this to be resolved as soon as possible.

  Business response

  08/07/2023

  Hello, To who it may concern 

  I have attached a photo of the right side facing seat recliner on the sectional from March 2023. From the description of the technicians and after bringing the piece in to the shop for reinforcement of seat springs and mechanism was replaced. The conclusion is that someone in the household has a favorite spot and sits close to the right side facing arm near the end table and tv tray that sits right next to the right side facing recliner. The seat cushion is going to wear with use weather its normal use or excessive use. This is not a defect from the manufacture. If the customer would like us to send another tech to inspect in the house we can.

  The service department is open Monday - Thursday from 9am -6pm. If you have any questions please call 713-694-5570.

  Thank you, 

  Gloria McLemore 

  Customer Service 

  Gallery Furniture 

  6006 N. Freeway 

  Houston, TX 77076

   

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  See attachment.
  Regards,
  
  
   
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am utterly disappointed with my experience with Gallery Furniture. I purchased a couch and loveseat from them, hoping to invest in quality furniture that would last for years. Unfortunately, that couldn't have been further from the truth. Within just a few months of receiving the furniture, both the couch and loveseat started showing signs of poor craftsmanship and broke down.Frustrated by the unexpected defects, I immediately contacted their service department, hoping for a swift resolution. They sent a technician out, who acknowledged the issues and ordered a part to repair the electronic recliner. However, that's where the nightmare began. Three months passed, and despite my patience, they failed to deliver the required part. It's unfathomable that a supposedly reputable furniture store cannot manage to get a simple replacement part for such a long time. I reached out to their customer service department, I was met with nothing but disdain. The representative I spoke to not only refused to let me speak, but also belittled me and spoke over me, as if my concerns were insignificant. When I inquired about speaking to someone with higher authority who could actually help me, I was told that "Mattress Mac" was on another line and unavailable. It's absurd that they claim only one person has the authority to address customer issues effectively. The fact that they have offered me $2000 towards what I owe is insulting and reflects their disregard for customer satisfaction. I paid for furniture with the expectation of receiving functioning and durable pieces, not a headache-inducing ordeal of chasing after elusive parts and dealing with disrespectful customer service. I am beyond upset, appalled, and disgusted by the way Gallery Furniture has treated me. Their lack of dignity and respect towards their customers is unacceptable and speaks volumes about their overall business practices. As you can see from their reviews they do this all the time. It needs to stop!

  Business response

  08/07/2023

  Hello, To whom it may concern

  I have attached a copy of the original invoice. The service department does attempt to contact the manufacture multiple times via email to get response for eta on parts or status on shipping (tracking #'s). Most electronic parts come from overseas and come in on containers. Sometimes it can take several weeks (6- 8 weeks) other times it can take (3 to 5 months.) If the manufacture does not provide updates on parts and we try to offer the customer a different solution. Mack offered the customer 80% in-store credit $1999.99 of the original price for the power reclining sofa & loveseat from September 10th 2022 which was $2499.99. For the customer to come back in to the store and use the credit towards a new sofa set. I showed Mack the BBB complaint that the customer sent in. He said we can contact another manufacture that uses the same electronics components to see if we can get parts expedited with them instead.

  If the customer would like to proceed the service department is open Monday - Thursday from 9am- 6pm. Please call us back at 713-694-5570.

  Thank you, 

  Gloria ********

  Customer Service 

  Gallery Furniture 

  6006 N. Freeway 

  Houston, TX 77076 

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  As a paying customer, why can they not reach out to me, to make it right? They are not very kind. Terrible customer service. I do not agree with the review being marked as answered because I work for a living so I can pay my bills on time & don’t sit around waiting for personal emails during the day. At the end of the day Gallery Furniture knows they’re wrong. I just want them to honor their “Values” and fo the right thing. Provide excellent service to customers and don’t treat them like insects. It’s not too much to ask. I just want working furniture. They promised the parts. Im not buying anything else from them & have to pay the difference in cash? Also, only one side of the loveseat wasn’t working and they sent their tech out here and he took a part off of it and now both sides don’t work. What part did he take off? Where is it? They left it worse than it was. 
  
  

  
  Regards,
  
  
   
  

  Business response

  09/03/2023

  To whom it may concern, 

  We received 2 motors & 1 power adapter from another manufacture that will work with customers power reclining loveseat. I called the customer today 9/3/2023 and scheduled a service call for tomorrow 9/4/2023 from 12pm -6pm for installation.  

  thank you, 

  Gloria ********

  Gallery Furniture 

  6006 N Freeway 

  Houston, TX 77076

  713-694-5570

   

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a $5,000 sectional 12/18/22 from the Gallery furniture ******** ****** The sales associate explained the sectional is American made and would bring us quality comfort for years to come as stated in his "Thank you for your purchase" email. It did not take longer than 3 months for the seat cushion cores to start indenting horribly so I called in March 2023 and they scheduled to come check out our sectional. The scheduled date came, and nobody ever showed up or called. I called again for the no call no show and rescheduled our inspection date. Finally, two associates came to our home and determined the cushions were in fact indented more than usual and therefore new parts would be ordered, delivered to our home. I got an email 3/23/2023 that my parts had been requested and would arrive within 3 weeks, the email also stated I would receive an update with the expected arrival date. 4 weeks went by, and I never received a follow up email or the cushions. To date it has been 3.5 MONTHS and I have not received my replacement parts. I have called the store on several occasions, and they usually say the people that handle cases like mine are either not in the store or will call me back which they never do. I have grown tired of not being able to speak to someone that can give me answers. As a consumer that was told I was buying an item of high quality that would bring me quality comfort for YEARS to come its very upsetting that only 3 months went by and my sectional was already deteriorating from normal wear but what is even more upsetting is that I was then told I would receive a replacement part within 3 weeks and now going on 4 months I haven't heard from anyone, I cannot seem to get a hold of someone that can help when I call, and I am stuck with a sectional of poor quality. This unacceptable from such a big-name company in Houston and it is sad they treat their paying costumers this way. I have been ignored and forgotten for way too long.

  Business response

  08/07/2023

  Hello, To whom it may concern 

  Gallery Furniture has attempted multiple times to get updates on status on pending part order request that has been pending since March 23rd 2023. I spoke to Mack he said we could take the seat cushion from stock on the right side facing sofa sectional piece. Since we still have not received any updates from the manufacture on eta for shipping on the seat cushion. The cushions on this sectional are long bench style soft seating bohemian style. Please contact the service department at 713-694-5770 to schedule service call for the right side facing seat cushion replacement. 

  The service department is open Monday - Thursday from 9am -6pm please call 713-694-5570 

  Thank you, 

  Gloria M*******

  Customer Service 

  Gallery Furniture 

  6006 N. Freeway 

  Houston, TX 77076 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I saw a social media post that this business was giving away Astros tickets and didn’t have any conditions in the post. When I arrived I was told I had to apply for a credit line with their business first. I confronted them about that not being what I saw in social media (Facebook) and I was told it was required. I was not allowed to talk to the business owner, and multiple staff kept turning me away. I left empty handed. I overheard the owner answer the phone and tell the caller they would get four tickets and if they apply for credit and get approved, they would get 4 more tickets. I got zero! This is false advertisement!!!!!

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  one of pillows for the sofa delivered has a stain upon delivery and Gallery furniture promised to replace it. It is been more than 3 months and no response from Gallery furniture and tried contacting them over phone and email but no avail.

  Business response

  12/12/2022

  Hello, 

  I checked on the part order requested in our system shows that the pillow was received on November 22nd,2022. GF then emailed and called to schedule date/time frame to sent a driver to deliver the pillow to your home on November 28th,2022. Some delays do happen with certain manufactures due to production or fabric possibly on back order. I'm glad GF was able to get you taken care of and I'm sorry for the delay. 

  Thank you, 

  Gloria. M

  CUSTOMER SERVICE
  GALLERY FURNITURE
  6006 N. FREEWAY
  HOUSTON,TX 77076
  713-694-5570 WORK
  713-696-4524 FAX

   

  Customer response

  12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I have not received anything and nothing got delivered. 
  
  Regards,
  
  
   

  
  

  Business response

  01/25/2023

  To whom it my concern, 

  To whom it may concern,

  Gallery Furniture received the new replacement order toss pillow on January 19th, 2023 and a email was sent to the customer's email: ******************* 

  Then on January 20th, 2023 the service department called the customer at ************ * ************ and left voicemails. We are waiting for the customer to call back. 

  Thank you, 

  Gloria ******** 

  Gallery Furniture 

  Customer Service 

  713-694-5570

  6006 N. Freeway 

  Houston, TX 77076

   

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/31/2022 date of sale. Total price without taxes included $9,949.99 sealy adjustable mattress. my name is gayla ************ I won the gallery furniture astro's win the world series promotion. I emailed all required documents that were requested on 11/08/2022 they said they would credit my credit card immediately I have tried to email call the store and they continue to hang up on me. Can you help?

  Business response

  12/12/2022

  Hello, 

  I found the original refund for $9949.99 was posted on November 28th,2022 back to the Visa ending in **** our system says the refund was posted on batch #******** Gallery Furniture has processed the refund. 

  Thank you, 

  Gloria. M

  CUSTOMER SERVICE
  GALLERY FURNITURE
  6006 N. FREEWAY
  HOUSTON,TX 77076
  713-694-5570 WORK
  713-696-4524 FAX
  
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought furniture because the salesmen told me it would be covered under the promotion if astros won the World Series. I went in and spoke with Mr Mack M. who informed me that it was not covered by the promotion. I then told Mr Mack that I the salesman told me it was covered. Mr Mack M was rude and refused to honor the salesman’s verbal agreement. I need help to address this misrepresentation of sales by the salesman. The salesman lied to me about the promotion.

  Business response

  12/12/2022

  Hello, 

  I looked up the original invoice for the united leather Titan sofa it was purchased on August 20th,2022 and delivered on August 30th,2022. The Astros promotion including Made in America furniture ended on July 7th 2022. On July 8th, 2022 The Astros promotion changed to Mattress set $3000 or more only (which can include a box spring foundation or adjustable base.) Since you did not purchase the sofa during the promotion time in which Made in America furniture was included you would not qualify for the refund on the Astros promotion 2022. Gallery Furniture is clear and transparent with the Astros promotion, if the customer was in the promotion he would have signed an agreement contract knowing he was part of the promotion.

  Thank you, 

  Gloria. M

  CUSTOMER SERVICE
  GALLERY FURNITURE
  6006 N. FREEWAY
  HOUSTON,TX 77076
  713-694-5570 WORK
  713-696-4524 FAX

  Customer response

  12/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  The salesmen told me and my brother that the purchases we made would be covered under the buy American. We did not know The salesman told me and my brother we qualified. How did we know he was supposed to provide a contract. How could we know about the contract?

  The bottom line is your salesman LIED to convince us to buy! I came by to speak with Mack and he informed me that I had to speak to the salesman. I asked if the salesman could make the decision and Mack said no. What kind of manager is Mr Mack? 
  

  I believe an audit should be conducted to find out out how many qualified buyers were not given the contract? The findings should be 100% of those that purchased should have been refunded. 
  

  I recall how Mr Mack treated his employees by providing a small “cage” at the edge of the parking lot by the feeder road.  The point is Mr Mack doesn’t care about his employees unless they are making sales. In this case Mr Mack did not investigate my complaint. That means he does not care if the salesman LIED!

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business response

  01/02/2023

  I have attached a copy of your the original invoice which states... All Sales Final, No Refunds... On regular merchandise only, you must re-select within 15 days of purchase and you will incur a 10% restocking fee and additional delivery fees, if applicable.

  Unfortunately, since the sofa was not purchased during the "Made in America" promotion time (which ended on 7/7/2022), the purchase did not qualify for the Astros 2022 promotion. Gallery Furniture is clear and transparent with the Astros promotion and would

  have stated clearly on the customer receipt if the transaction had qualified.  Furthermore, if the customer was in the promotion, the customer would have received a promo contract exclusive for promotion participants. 

  thank you, 
  

  Gloria ********

  CUSTOMER SERVICE
  GALLERY FURNITURE
  6006 N. FREEWAY
  HOUSTON,TX 77076
  713-694-5570 WORK
  713-696-4524 FAX

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter purchased a recliner for me as a Father's Day gift. Upon selection, I told the salesman, "I want REAL leather like my other leather furniture that I have been having over 20 years. I don't want that cheap stuff that will crack and tear up." The salesman said, "I'm going to show you the top of the line leather material and you will NOT have that problem." Since the purchase, every few months, I am calling Gallery Furniture to replace. Initially, spoke with Jordan. My daughter expressed concern 1. the furniture was NOT leather and 2. I'd be stuck with a repair bill every few months. Jordan rudely stated, "we won't be giving any money back and what did you expect?" My daughter later spoke with Gloria and was told that she could speak with anyone else as Mac had given her "FULL AUTHORITY".

  Business response

  12/12/2022

  Hello, 

  I found the original invoice for the Homestretch recliner that was purchased June 20th,2020. The recliner is Leather everywhere your body physically touches the chair when sitting down or reclined. Everywhere else is a leather/vinyl match (ex: outside back panel, outside arm panels, underneath footrest, etc.) When peeling or cracking happens on vinyl you will be able to physically see pieces of the vinyl layer coming off or pull it off once its starts peeling. I have attached a photo of the back rest that was removed and replaced with the new back rest cover on October 26th,2022. The discoloration or color fading you see is due to nature body oils in the hair and skin. This usually happens for customers that do not wash hair daily, apply certain products to hair/scalp or are going bald. The customer did purchased the extended service plan but GF does not cover discoloration or color fading. GF still replaced the back rest cover at no cover for the part or installation. In the future GF does not mind replacing the back rest cover again if this happens again before June 15th,2022. Since the in-home service plan covers for GF to sent a tech to install parts for 3 years from the original date of purchase.  

  Thank you, 

  Gloria. M

  CUSTOMER SERVICE 
  GALLERY FURNITURE 
  6006 N. FREEWAY 
  HOUSTON,TX 77076
  713-694-5570 WORK
  713-696-4524 FAX 

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Nothing has been done to address the misrepresentation of the furniture material (? type of leather) and quality of the product. I took pictures that show the cracking and peeling of the "IMITATION LEATHER".

  Please see attached pictures as the pictures clearly show that the material is cracking and peeling.
  
  Regards,
  
  Camille ******** on behalf of Sidney ********

   

  
   

  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 7/5/2022 Amount 6,129.99 plus tax 505.72 with a total of 6,635.71 Salesman Kenny ** verbally provided us satisfaction within 30days and if not a 300.00 restocking charge. Nature of dispute is that we are not comfortable with the bed and we do not want to be forced to spend that amount with Gallery Furniture. They will not offer a refund. We spoke to owner Jim McIngvale on 8/2/2022 . He absolutely refused to refund our money. Said he never has and never will. The SO# *********** Our customer number **********

  Business response

  08/03/2022

  Hello, To whom it my concern 

  Tempur-Pedic offers a 90 day comfort re-select if you buy directly through Tempur-Pedic website. If you purchase with Gallery Furniture offers the same 90 days re-selection on Tempur-Pedic mattresses. Unfortunately, Gallery Furniture company policy states on receipts that all sales are final, no refunds. Reselection only on regular merchandise within 15 days from original date of purchase/delivery at the North Freeway location with a 10% restocking fee and additional delivery fee. If a customer also decides to be a part of a promotion that offers the customer to get a refund on the certain merchandise excluding taxes, delivery fee or merchandise that does not qualify for the promotion. (ex: Astros X2 which means that customer would get a refund amount X2 the amount the customer originally spent) this promotion would no longer be valid if the customer decide to reselect merchandise. 

  We can waive the delivery fee which is $149.99 + taxes, but the customer would be responsible for any price difference on the new mattress of equal value or more, 10% restocking fee and Astros X2 promo would be null/void. 

  If you have any questions please call us back at 713-694-5570. The service department is open Monday - Thursday from 9am -6pm. 

  Thank you, 

  Gloria ********

  Customer Service 

  6006 N. Freeway 

  Houston, TX 77076

  713-694-5570

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. On July 5, 2022 we purchased a Tempur Pedic mattress from Gallery Furniture North Freeway Store. The sales order was #0705201LYPG for $6,129.99 plus $505.72 for a total of $6,635.71. Our sales person, Kenny *******, told us that if we were unsatisfied with the mattress within 30 days we could send it back for a refund but would need to pay a $300.00 restocking fee. Kenney did suggest that we walk on it multiple times to soften the mattress. It has not broken in.

  We talked to Jim McIngvale at approximately 9:00am on August 2, 2022 regarding this. He told us we would have to return the mattress for a 10% restocking charge and get another item from his store at equal or greater value. He said he's never refunded money to anyone in 40 years and never will! We believe it is wrong to force a customer to purchase from a selection of goods that they do not want.

  We would be willing to pay the $300.00 restocking fee and would like the rest of the funds returned to us through Wells Fargo. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
    Mike and Sarah *******

  
  

  Business response

  08/04/2022

  To whom it may concern, 

  Unfortunately the policy remains the same, no refunds only re-selections. Kenny's recommendation to walk across the mattress (ex: like mowing the lawn) will help open up the cells in the memory foam. This is something that is recommend by Tempur-Pedic, you will have to do this more than once. I would say about 15 minutes a day for about 30 days. 

  Thank you, 

  Gloria ********

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Gallery Furniture sold us a 3 piece leather living room furniture. This was sold to us as "New". The recliner was delivered to us damaged and we reported to Gallery within 12 hours of its delivery, but Gallery told us their CS was not open until the following Tuesday. We called back and requested the recliner be replaced, we were told they would need to send a 3rd party out to attempt a repair. We were required to allow this. Repair person showed up with wrong type of foam for the chair. We tried to get report of their attempt of repair and was denied. We called Gallery to check status of replacement and were told no replacement because "Mack" does not allow replacements.. We were also told we declined to have the chair repaired with the wrong foam, which was true. The chair was sold to us as new and less than 24 hours old at the time we discovered the defect. We were required again to allow them to send a "Sr tech " out to steam the foam, he appeared with no steamer and did not know anything about steaming the foam. He wanted to tear the chair a part in our living room to see what was wrong. We declined because we knew the chair would not look good and were still of the mindset that the chair was sold damaged to us and not new. Both techs agreed and pointed out more damage. First tech took pictures. This tech again reported to Gallery that we refused service. True in a sense, but according to manufacture, the self imposed no replacement is up to the vendor and they cannot help. In closing. we were sold a damaged chair and simply wanted to replaced with new non damaged chair, Gallery Furniture refused the exchange. This has nothing to do with buyers remorse or refund. This is sad that Gallery can deliver a defective item, be notified with 12 hours of the defect and still deny an exchange because of a policy the we are told is implemented by Jim McInvale.

  Business response

  05/31/2022

  Good evening,

  Thank you for sending your inquiry.  The payments with ******** ***** ******* is contingent on the purchase amount and unfortunately would not have been as low as $80 for that amount of purchase.

  The detail of the minimum payments would have been displayed on the ******** ***** ******* contract.  The contract was reviewed and esigned via purchaser's email.  ******** ***** ******* ************ will have more detail of the contract that was signed.

  The contract that was esigned was a Lease-to-Own contract.  Since the purchase is a lease, you do have the right to return the furniture to ******** ***** *******.  Gallery Furniture does not accept any returns but ******** ***** ******* should be able to assist if that option is chosen.

  If any other questions, please call the Gallery Furniture finance office at 713-694-5570. 

   

  Regards,

  Gloria

  Gallery Furniture

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  We have no idea as to what they are talking about.  We purchased our furniture with a credit card that has been paid and has nothing to do with financing.  SO no, this is not acceptable and has no bearing on our purchase.

   

  Again, our items were not financed, they were paid for via a credit card that is my wife's and since has been paid.

   

  We want the chair replaced and wish Mr. McInvale would get involved.   This response makes no sense no does it apply to our purchase. 
  

  Business response

  07/28/2022

  Gallery furniture has already exchanged the recliner for the customer. 

  Customer response

  08/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Yes after 7 months, they finally realized that I was right and had not financed my furniture.  BBB would not listen and delayed this settlement.
  
  
  
   
  

*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. ↩