Z Gallerie

I paid for 8 charlotte grey chairs, I'm missing 4 chairs & they said late Aug. And now they are telling me Oct! UNACCEPTABLE!

Discrimination at its finest at store #63 in Tampa, Florida inside International Plaza. I visited this location Sunday, October 25th between the hours of 4-5pm to finalize a purchase for a $3200 couch. Please note, I've been debating between this couch or a $5K sofa from Scan Design. Upon my arrival, I sat and viewed the sofa near the register where the employees were located and reviewed the different color pallets that were attached for my personal taste just to be sure of the style once again. A couple came in 5 min after I did and was looking at the same sofa and were immediately greeted and assisted with more knowledge about the same sofa by Scott who came from the nearby register. I never received the same courtesy. A new (seasonal) hire came over to me took notice and asked if I needed any help. I acknowledged my concern what just transpired and she immediately apologized. After her assistance she had to ask her co workers for questions based on some of the questions I was asking her on the product. This was understandable as she was a new hire. Since I was there to make a $3200 purchase, I was still disgusted by the actions of Scott. I thanked the new hire for coming over to help me and asked her for the corporate number. She went over to the register area where the other employees were (and Scott) for the info which I heard Scott ask her why and they were not giving that information. Upon her return she passed on the message and I thanked her for her time. A few days after this happened I did my own research and was able to locate the store number here in Tampa (#63) and locate the CEO's name Jordan Voloshin. Let me remind you again, this was done on my own since I was refused a store number. I called customer service who emailed the corporate number *******100 but again the run around. I've never felt so belittled in my life and decided to make the $5K purchase with Scan Design. I refused to give Z Gallerie my money and be a contributor to help maintain their struggling chain remain in business. Hopefully no one else experience this same ordeal as I did. I only wanted to come in and spend a few grand on a nice sofa for my new downtown 33rd floor condo.

Caroline was phenomenal with assisting me with 2 orders placed over the phone. A+ Customer Service!

Poor customer service and explanation of promotional rates. Inexperienced/poorly trained staff.

We purchased couches last June. We we're told that there would be not interest until after one year (the promotional time frame). Well that was not the case. No one explained or mentioned an accrued interest rate that would be charged for the full amout of the couches at the end of the promotional period. So we are being charged an accrued interest on top of the interest for the remaining balance.

I called comenity bank after seeing my balance almost double from my previous statement and they said " If i knew where to look online I would see the the charges that would accur if the balance wasn't paid in full."I asked them if we could pay the remaining balance without the accrued interest since it was only 10 days past the promotional time frame and they were unwilling to come to any agreement. We we told there was a 3 day grace period but now we are passed that. It feels like extortion to me. If i was notified it would have been paid in full. They say they send letters but again i pay online and view my statements online so i feel there should be warnings online, in clear view, since i don't know "where to look " as the representative stated.

I've tried calling zgallery customer service and after being on hold for 20 minutes I decided to leave a message as prompted but as soon as you push zero it takes you to a voicemail and then discontents. They also don't respond to any emails.

Very poor customer service. I will never purchase anything from zgallery nor will any of my friends and family after hearing about my poor experience.

Alvaro me ayudo a entender que pasaba con mis productos que aun no habian llegado y me dio soluciones viables y buenas. Le agradezco mucho que me haya atendido de esta manera, ya que en estos dias en diferente empresas es dificil ver personas comprometidas con su trabajo.
Alvaro definitivamente si lo esta.

I purchased the "Ventura Extra Deep Sofa" in January of 2022 for approximately $3,500. When it came in July of 2022, it looked nice from afar. However, up close there were a lot of frays on the material and black stitching in the cushions, which seemed out-of-place. I contacted customer service and they sent a technician to my house. After the technician's report, customer service stated that they will send me a new sofa.

A few months later, the new sofa arrived. When the deliverymen were putting it together, there were no footings for the new frame, and they had to take the footings from the original sofa. There were also a few scratches on the new frame (see pictures), but I didn't really care as I waited about 10 months for this sofa. Instead of the deliverymen removing the original sofa and then bringing in the new sofa, they "piece-mealed" it. They unwrapped the cushions from the new sofa and laid it on my child's wall chalkboard in my hallway. When they finished putting together the new sofa, there was pink and orange chalk all over the cushions. Since I purchased a new sofa and not one that needed to be cleaned, I refused delivery and told the deliverymen to give me back the original sofa.

I then contacted customer service and explained the situation. They stated that it would be professionally cleaned, and they will redeliver in a few weeks. A few weeks later, the "new" sofa arrived and after being set-up, the cushions still had pink and orange chalk on them- there was no way that this sofa was "professionally cleaned"! The attached pictures are from after the sofa was "professionally cleaned."

I contacted customer service and explained that the new sofa had not been professionally cleaned and that I refused delivery. The offshore rep kept sending technicians to my house to inspect the stained sofa, when I repeatedly stated that it's in the delivery company's warehouse. Finally, customer service gave me 3 options: 1.) Keep the original sofa, which is now ripping at the seams (see picture) with the erroneous black stitching and receive a $150 gift card, 2.) accept the "stained" sofa, which they claimed has now been "professionally cleaned" or 3.) they'll come take the original sofa and refund my money.

Since I purchased a "new" sofa and neither option 1 or 2 provided that, I opted for them to refund my money and set up a delivery date for them to pick up the sofa later this month. Almost a year later and now I'm back to "square-one" looking for a new sofa because of the poor customer service, amateur delivery company and poor product that Z Gallerie provides. In my opinion, if you can, avoid this company at all costs, unless you enjoy arguing with an offshore customer service group- it's not worth the money or time wasted.

I purchased a set of two framed pictures from Z Gallerie in March 2022. After waiting for two months my pictures arrived completely damaged. I contacted Z Gallerie and spoke to KARLA in customer care at the Gardena, California location. Karla provided excellent customer service and I promptly received return shipping labels and was given a choice of a refund or replacement of the pictures. Unfortunately, I chose the replacement pictures. This is where things took a turn for the worse. After waiting a few more weeks I received one picture out of the set of two. It also was received damaged. I contacted customer care again and spoke to another customer care agent named FABIAN at the Gardena, California location. After explaining the situation to him, he was able to cancel the delivery of the second picture of the set and he arranged for a refund for this picture. He explained the reason I only received one picture. The other picture in the set of two was no longer in stock. The only problem was that the refund was never applied to my credit card.
The next several phone calls I made to customer care we're handled by TOKYO, DAVID, ALVARO and ROD.
I want to be clear in order of fairness to ALL of the customer care agents I spoke with. They were always polite and as helpful as could be. I do not believe it is their fault that there are severe problems with online orders at Z Gallerie.
I was finally contacted by Brenda in The Escalations Department at Z Gallerie. She asked me a few basic questions regarding my order and told me that someone else from the Escalation team would contact me in the next couple of days. I was then contacted by ANDRE MARTINEZ. Andre promised me that he would follow this through to the end and he did!
I have received all money due to me in a short amount of time. Andre was very polite and made sure that everything was taken care of to my satisfaction.
Thank you so much Andre!
I feel like for whatever reason, the communication between the customer care agents and the accounting team is severely disjointed. I also know that there is a big problem with the department who packages merchandise that is shipped to the customers. The damaged merchandise that I received came in boxes that showed no external damage whatsoever, so it is very clear that the merchandise was already damaged before it was shipped. This is a problem on the Z Gallerie team.
Going forward with Z Gallerie, I will never order online. I will go inside the store for any purchases.