Z Gallerie

Walked into a Z Gallerie store, saw a beautiful sectional, love it. Loved it so much, I literally purchased everything that the store displayed with it- the 8x10 rug, coffee table, the table décor displayed including trays, the pillows on the sectional, a throw blanket, 4x6 wall art, a floor vase, every damn thing. This was on Oct. 7,2023. I was originally told in the store that the order would arrive mid January/end of January. The art work, pillows and vase have all arrived. The sectional and coffee table is still pending fulfillment. Every time I call to check on the delivery date, I'm told an additional month has been added to my processing time... I'm now being told the END OF MARCH... and counting, as this is STILL an ESTIMATED date, smh. I'm sure the date will continue to progress every month when I call to inquire the status of my delivery. I was told I could ask for a refund, but it would have to be 'escalated,' as custom orders are final. To be honest, I want my furniture, not a refund, as I'm stuck with the previously purchased items I've purchased to accommodate my sectional. But now, after reading the horrific reviews regarding the condition of the furniture after arrival, I'm skeptical if I should proceed with the escalation to cancel. This is absolutely absurd. I wonder if a civil suit is needed at this point. There has been no accountability on Z galleries' behave, on the distributor.

Z Gallerie you cannot continue to want to rank yourself as a mid high level store with the type of service customers receive. The store in Louisville, KY treat there long term known customers like thief's. Timothy, the manager, language and verbiage was accusatory. He even claimed that my story changed... of course I challenged him. When I asked to speak with him, he asked his black sales person to come with him. He didn't know that I was standing at the door. I immediately stated that I did NOT need her standing there staring at me. She said she was there as a customer. I again stated I was offended and pissed that he would ask her to join him. I had to ask her to move out of my space. She just moved and continued to stand and stare at me. This really pissed me off! Short story, He has to now call his manager-I asked why he didn't do that earlier since it was my second time in the store about the same matter. He told me several outright LIES to which I told him were lies and he was a LIAR! I will NEVER patronize this store in ANY city or STATE. If I could redo my home I would remove EVERY item purchased from Z Gallerie. I will tell EVERYONE I know about my experience. Z Gallerie you have NO integrity, NO customer Service, and need to retrain your store leaders.

Refused to help w a missing package even after the delivery service admitted I never signed for it. Repeat customer but no longer order #******* Item Sunburst Mirror

Strangely, I received a phone call from a freight company and my order was delivered on Saturday, Dec 2. Never once did I receive any kind of tracking information or correspondence from Z Gallerie. The product is fine, but the shipping time and lack of customer service gives them a 1 star for me. I did withdraw my BBB complaint, but only because I received the order and didn't need the refund.

I placed an order for a buffet server on October 23,2023 that gave me an estimated shipping date of November. As of November 17, I had not received any correspondence on a shipping date, so I rechecked my order status to find out that they had changed my estimated shipping date to January (no notification from them on that). I sent a string of emails asking for a shipping status or a refund on November 17, November 20, November 21 and now on November 29. After my email on the 20th, they updated the status of my order to show it shipped, however, the tracking information is invalid. I also tried calling, however, they don't answer the phone. I have now filed a complaint with the Better Business Bureau because I believe this company intentionally misleads customers with shipping status information to avoid refunding money they've had for long periods.

If i could put 9 negative stars i would put them,, awful service to customer service i buy a zofa verona reclining sectional and it taken almost 6 months and in order not to extend my situation i will be brief the second month one engine stopped, i did not understand why a sofa of almost $3,500.00 could become damaged, i call the company to send me a technician and they tell me that as i didn't buy the warranty they can't do anything, i explained that it was something internal and electrical and they did nothing to help us now there are two damaged engines and there is nothing i can do, i recommend you to think better when buying any fuerniture piece in z gallerie
IT HURT ME SO MUCH THEY DIDN'T HELP ME

I purchased a white ivory tree for alomost $400 dollars and the tree came in not wrapped in plastic and most of the leaves were dirty and stained and the vase was cracked with paint peeling. I was told to send in a picture of the damage and someone would follow up with me. I sent the picture but no one ever followed up so after following up myself and speaking to 5 different people I was told I could send the tree back for a refund or exchange. I explained to the rep I had just had surgery and Im not mobile and the boxes I am finding for sale to send the item back cost upwards of $150.00 just for the box. After speaking with a so called manager I was offered a whopping $25.00 refund lol. I attempted to post a bad review reagrdiong this on the z gallerie website but they do not allow bad reviews as you just get a message stated there was an error and your review could not be posted, then you no longer have the option to try and post an review. Also the tree looked like something you can find for about $200.00 cheaper in hobby lobby or just make your self. Def not worth the $400.00 I paid.

WARNING NEVER ORDER FROM THIS CO! I ordered 2 branch wall sconces from them online Oct 2019. I got 2-3 emails from them theough December 2019. Each email they were delaying my order another couple weeks. Finally I called them since it had been a couple months to see if I was ever going to receive the sconces. Rep said they'd be mailed the following week. Once I received them late December both sconces were broke upon arrival. I called & spoke to Michael who apologized for the inconvenience & frustration. Said I needed to send photos of the broke sconces by email. Once they decided if they'd want them back they'd let me know & issue me a gift card for the inconvenience. I sent the email & received a notice back 2 days later that they'd issue me a refund. No mention of the gift card or why they weren't replacing the items instead of issuing a refund. I called today and the lady rep stood firm they would NOT offer me any type of discount or % off a purchase for my 2 months of waiting and broke items sent. I explained my degree was in retail merchandising & I worked retail many years. Never have I ever known of a company who wouldn't offer something to a customer to make things right. They are hateful and do not have any kind of customer service. I will NEVER order from them again or buy from their store. Word of mouth makes business like this go under often. Hope they go under for their terrible lack of customer service, lying to customers about offering a discount and taking their word back. Scam of a company. Buyer beware!

After waiting three months for my order... Z Gallerie refuse to give me my money for another month and suggested I wait for anothet month for my item. I will never purchase from them again.

This company sells damaged items made off shore. They deliver damaged goods, replace them with damaged goods and do not offer a full refund.
We have waited 5 months for three furniture pieces, Concerto dresser, Jen Bed and Palmer cabinet. We purchased these items because we were told by the sales associate at the Aventura store ( Gulf Stream) that they would be delivered in 6-8 weeks. Not the case! They came OVER 4 + months late and damaged. We now are waiting for an end table that was received damaged and undeliverable, twice due to damaged goods received by Tuscany Movers.
STAY AWAY FROM THIS COMPANY. Customer services does not answer your calls and hide behind emails instead. I cant believe the hell Z Gallerie has put us through. We have been without furniture since moving to Florida from abroad. Sleeping on a mattress on the floor since June, living out of suitcases due to delayed dresser and and watching TV on the floor. Paying over 2100 USD a month for rent to living essentially in a square box.

My rating is zero, however had to select one star in order to post.

I have always loved Zgallerie but the past 5 years it has gone downhill. I placed an order mid August one item was back ordered. I received 2 of my 4 items but they would not send the other item that wasn't back ordered. So I had to wait until December 14th to finally receive my other items. Well one item was complete shattered (the one that wasn't back ordered). I immediately called and they said they would send a replacement and it was in stock. I received an email saying I will receive it mid to late December. Now Jan 4th I have not received my item or any follow up emails. I called today and was told this item is now back ordered and I won't receive it until end of March beginning of April! So I had to wait 3 and a half months to receive it from first order and have to wait another 3 and a half months. This was going to be a gift and I gave her a picture of it saying I should receive it. It's incredibly embarrassing and I also don't know why Zgallerie does not send emails when details of your order changes I always have to call. I am highly dissatisfied because I really liked their products but after this I can't expect to receive what I order.

I purchase a Sofa at the beginning of March, it was supposed to deliver 8 weeks after (beginning of May) at the end of may.
Beginning of June 12 weeks after the order I called to check on my sofa and the said that was delayed and were uncertain on a delivery date, so I asked to cancel my order, they refused and threat that I would have lost my money if the order was going to be canceled.
At the end of June I called again as we were going into the 16 weeks from the order, again no certain date for delivery and again I attempt to cancel the order, with the same result they threat to not return my money, so, I had to stick with the order.
Finally, on July27 the sofa was derived basically 5 months after my purchase.
Once the Sofa was installed I realized that neither the model and the size where the one ordered, so I called back customer service to have the sofa picked up and to have a full refund, at this point they agreed to refund me 14 business day after they would have picked up the sofa, they came a month after on August 30 to get the item from my apartment.
Since then, I'm waiting for a full refund, its now mid December and still no refund have been issued and every time I call (when I'm able to talk with somebody) to say that the payment is scheduled for the following week.
Bottom line after more than 9 months from the purchase they are unlawfully holding my money and their behavior is nothing less than a scammer that just stole my money and has no intention to return the sum paid.
Just do not buy from this company the market is full of honest competitor that stand behind their products.

I placed an online order on November 12 for my son's birthday present a month away and stocking stuffers.

On November 29, I logged in to find out why after 2 weeks the status was still not shipped. I saw explanation or any option on the website to resolve electronically. I called the published customer service nujmer*******627 and waited for more than 30 minutes without any answer or option to get a call back.

I finally gave up and called the local Dallas store. The manager gave me no option to cancel or pickup in store. He finally explained that one of the items is unavailable until Janaury. He was unable to split the order. No where does it say that my order won't be fulfilled for 2 months. He said he would have someone from customer service contact me.

I independently emailed online sales on November 29 and expressed my dissatisfaction and requested them to contact me for a resolution.

They didn't respond for 2 days until December 1. They said they were splitting the order and would send the in stock items. I wrote back within a few hours and asked to cancel the order completely.

They didn't respond again for 2 days until December 3. At that time they told me they couldn't cancel the order because it was in final stages. They charged my credit card.

Item didn't ship until December 7. No tracking number provided.

I have had the worst experience! Not sure who Z Gallerie outsource there delivery of furniture with in the Baton Rouge, LA area, but I'm having a challenge with scheduling the delivery of my Reflection mirror that was order in November. Though I receive a text to call the carrier and schedule delivery as my item is ready for delivery, every-time I call the carrier I get the run around and say someone will call be back by end of business and no one calls.
They (Tuscany 3PL) don't offer scheduling for the delivery though the text said they do. They cant even provide an estimated day and time window to plan the delivery. It is the worst experience ever with trying to obtain an expensive piece thats paid for. Granted I paid close to $300 for shipping charges and cant schedule the delivery with carrier. I've called ZGALLERIE customer service and been told their is nothing they can do, I have to take it up with the moving company. They will notate my account and that's it. Really?! Poor customer service!

I recently purchased a large new home that needed to be fully furnished. After hearing great things about Z-Gallerie from a friend, I placed an order for a $2,000 dining room table in the beginning of June and was provided an estimated shipping window of 2-3 weeks (end of June). I received an email that states tracking will be emailed once the item is shipped; however, it's been almost 2 months and no update. I called Customer Service (which if you do, plan to take a half-day off work because it took 2.5 hours to finally speak to someone), and the woman then said I would receive my item early July. It's now July 19th and I've yet to hear anything from the company. I understand distribution and logistics are bogged with supply chain issues but simple communication and transparency from the company would alleviate the majority of concerns. The icing on the cake was A) receiving a call from their warranty sales department asking if I'd like to purchase a warranty on an item I've yet to receive and still have no clue when it will arrive and B) the item went on sale the day after I ordered and they refuse to price-match and reimburse for the difference. If I want them to honor the lower price, I need to cancel my order (which can't be done at this point), pay a restocking fee of 25% and shipping on the very heavy item. At this point I've basically just provided them with a several thousand dollar loan in hopes one day my empty dining room will be furnished. Let the reviews across this platform and several others speak for themselves - this is the worst customer service I've experienced purchasing from an "upscale" company. There are plenty of reputable competitors out there (West Elm, RH, CB2) that actually deserve your hard-earned dollar. For context, I purchased other items from these companies around the same timeframe and they've already arrived, in excellent condition, and clear communication.

Product mix is exactly what we look for. We can do all of our shopping in one place! Prices are not bad either. Delivery time sucks... Woot woot!

Very beautiful furniture but customer service needs a lot of help! Sorry Z gallery take a brief lesson *******@Wayfair.com

I've order 2 pieces of furniture.had to wait months even though they charge $$$ fees to ship. Quantity is good but won't order again

DO NOT BUY FURNITURE FROM THEM IT COMES DAMAGED, CUSTOMER SERVICE IS HORRIBLE. BOUGHT A COUCH THAT DOESNT FIT AND THEY WANT 50% RESTOCKING FEE.

HORRIBLE

Is this the only way to get someone from the company to respond? If so, great. I have called, emailed, nothing.

I've been a Z Gallerie customer for over 20 years & I am shocked at the deterioration of their service & products. I placed an order with them & a couple of weeks passed w/ no shipping confirmation. I reached out for order status & received NO RESPONSE. Part of the order arrived over 3 weeks later & I received tracking information AFTER I had already received the package. I then requested an order update for the other half of the order which had not arrived yet to which I receive NO RESPONSE. The products in the 1st shipment had imperfections & defects, so I requested to return them & sent photos to them as well. They replied with a form for me to fill out a & a return address requiring me to return the defective products on my dime. They stated that the pictures show no defects which is clearly false. After this ordeal I sent a follow up e-mail requesting cancellation of the other half of the order and they replied that it is not possible even though the order had not shipped yet. They indicated that the order should arrive within a week or two but cannot be cancelled. These items are for a model home opening, and I should not have to wait over a month & a half to receive the order and then be called a liar about the defective products when the photos show the defects. It is apparent that they are making the return process incredibly difficult hoping that I don't return the items. However, this is very short sided because now I will never shop with them again. I honestly felt like I was in a time warp circa 1999 dealing with them & their outdated policies. Z Gallerie take note from Amazon, they are "customer-centric" hence their extreme success. You are being "Z Gallerie-centric" which is not a good business model in my opinion. There are so many vendors out there who value their customers, reply to e-mails, ship quickly, and have hassle free no questions asked returns policies. Unfortunately, Z Gallerie is not one of them and we will never shop with them again!

Very poor customer service. They don't care about the customer. Every time you call you hear of a new policy. Stay away.

They have beautiful pieces. Takes a little time to get if not in stock but definitely worth the wait.

I purchased a dining room table on line and it stated that delivery would be within 2-4 weeks. A few months later I was notified via e-mail that the table was in the warehouse. Thereafter, I contacted customer service to find out when my dining room table would be delivered. I was provided with the number for pivot, the third party delivery service. I contacted pivot and scheduled a delivery time and date. I worked from home that day to be available for the delivery; however pivot never arrived and did not deliver the table as scheduled. The following day I contacted pivot and was told the delivery was not input in their system, therefore I re-scheduled the delivery and Olga confirmed that it would be delivered. I had a business trip so I arranged for someone to be at my home to accept the delivery. Again, pivot did not show and did not deliver the table. I called the following day just like I did the first no-show and was again told that it was never input in the system. I then scheduled a third delivery date and again had to arrange for someone to be at my home to accept the delivery. On the scheduled date of delivery I contacted pivot first thing in the morning and confirmed delivery. It was finally delivered on the third delivery request date. I arrived home two days after delivery and opened the box only to discover that the table was damaged. I immediately contacted customer service to find out what the recourse would be and find out how long it would take to replace the table. Of course there are no timely solutions. The entire experience has been extremely unprofessional. I'm not sure how a company can stay in business with such bad customer service, delivery wait time, and third party delivery service failures.