Z Gallerie review: Defective art frame/poor customer service

I received my order 403590 (DSI SWORD OF DOM - 40X60) on Wednesday 1/5/21. The frame was not only split due to a screw being screwed in too tight but a nail is also threw the picture from the back side point out of the frame (SAFETY HAZZARD). I have asked to receive a price adjustment for the defective purchase as well as the shipping fee credit ($91.85). This is a beautiful art piece however, I will not tolerate the poor customer service of your employee, Carlos in escalations. Not only did he not allow me to speak but he did not offer any help and kept repeating zgalleries policies. This is a big picture frame to bring back to the UPS store for an exchange but also to maybe receive another defective picture per zgalleries policy. According to Carlos we are not allowed to speak with any hire ups over the phone or via email but I feel that is appropriate for this matter due to the amount of defects of this painting for how much it has cost. Carlos informed me that even if I ask for an exchange the next painting can have defects as well. Why would there be such policies when your customers pay for expensive purchases such as this one? I would like to once again not only speak to someone higher up about this matter but I think it is appropriate for a shipping fee credit as well as a price adjustment on our piece of art.

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