Z Gallerie
reviews and complaints

I recently shopped Z Galleries in the Oak Brook Mall in Oak Brook, IL. To my disgust, I saw a Journal with matching pencil set that read "[censored]ing Brilliant". I don't see anything brilliant of having these items for sale in your store where young children and young adults shop with their parent's. I have always rated Z Galleries as a high end upscale store with superb taste! To have these items for sale in your store goes beyond shameful! What does this say about Z Galleries reputation? It would be highly wise for Z Galleries to permanently remove these items from their display and continue to offer upscale products that are not offensive to their customer's. Thank you for your time!

Ordered (2) large Lanterns on 5/11/2018 on line. Received a confirmation email, received a tracking number which read: ETA 10-May-18 / Late May-Early June. That is not a tracking number.

Called 2 weeks after placing order, customer service said, yes this is scheduled to arrive late may, again no REAL tracking number, expect a new fed ex tracking number soon. Two weeks later, sent email to Zgallerie Customer Service, one week later, still no response, although their phone service says you will have a response in 24 hours. Called customer service another week later and the response this time was that, somehow the order got lost, but they knew this for 4 weeks, but took no action to resolve it. So now they have reordered it again, but yet I have no tracking number. Very disappointing as I thought this was a reputable company with great customer service. Lesson Learned.

I placed an order on 12/21, the items were a present for my friends birthday. On 1/17, I called because the order had not been shipped yet. Although, it had been a very long and unreasonable time for something to be shipped from Atlanta to New York, I was very calm and polite about it. The representative I spoke with apologized and stated the store in Atlanta was closed for a few days and she'd back track the order to have the items shipped from the store in cali. She also expressed i'd be shipped overnight. Not only did I not receive an email but I had to call back today 1/25 because the order has not been shipped. I expressed my frustration (rightfully) and the representative dismissive and lacked empathy. She brushed me off by saying " As I already stated, the order will be shipped by the end of today".

I have bought a few items from this store in person but after this experience, it is the last time that I buy anything from this store. The situation was handled very poorly and I am extremely displeased with the service.

My husband and I are very upset and in disbelief regarding the service and follow up/ through experience we have had with Zgallerie. We ordered thousands of dollars worth of furniture from your St Louis store at the end of June 2017. We were promised the furniture would be delivered no later then 6 to 8 weeks making it mid to end September. I recieved pieces of my order throughout this time but did not recieve the empire dinning table, coffee table and 2 of side chairs until November 2017, 5 months after we ordered them.
My husband and I called the store and customer service several times. We were both told many different stories, intitially we were told all of our furniture would be delivered end of September, the beginning to mid October, then the end of October finally in we were informed the tables were on back order, the store should have told us that and we received our full original order in November.
Mid October I ordered a dining table and chair. I ordered it through the store and was told that the table and chair were in stock. There would be no issue with it being delivered to me by November 13, as I explained to the worker that I have an event planned for the 18th of November and would order another if I could not get this item by that time. I placed the order and when I called to follow up on it. I was told that only 3 chairs were ordered due to a worker at the store placing wrong orders in other workers names. So I had to order and pay for a 4th chair which I was told would be overnight/ expressed shipped to me, that never happened I am still waiting on it. I was deliver the bottom of the dining table about 2 weeks ago, then delivered the wrong table 1 week ago. I am still waiting on a Mila table top and a gunner dining chair.
If someone can please check into my order. I just want my items. I was sent a $100 gift card and told I would be compensated for the time it took to send the original order another once all the order is delivered. I just want what I ordered as soon as possible. I have offered to pick the items up, pay for overnight mail myself and was told I could not.
I have called customer service more times then I can count, I've been put on list for supervisors and mangers to call me back but not one has called me, although I have called and held the line to speak with them. I just want my order..
😡😡😡PLEASE FIX THIS MESS!

When I received a very nice email from D Matos with apologies and how even the VP was involved in my issue I thought perhaps I over reacted. NOPE..
Apparently they cannot find my 30, 000 order. They had no problem finding my credit card to bill it to.I supplied info requested followed up W additional email.
Still no response.I guess that will take 3 mo also.

Worst experience ever. Will display all over social media the horrible experience I have had with zgallerie. I will never order again. Store mgr in sa, tx, sergio & fabian give me the run around & now trying to avoid speaking to me. District mgr ralph won't even return my calls. Wonder if ksat news, the defenders can help. I just want my furniture.

I purchased over $30, 000 of merchandise In August. This is now November. I have half of my furniture. When purchase was made I was informed barstools and counterstools were custom. Arrival mid Nov. Rest was In stock.
When I phone customer service I get a different story everytime.Mirrors never showed up (not pass quality control per del company). I assume that's industry lingo for broken. I called customer service. Told Reship in 7 to 10 day. Next call was told never should have been told that have to come from California. Received email they shipped 10/20. 15 days ago. today I was told maybe before end of month. I assume they are being hand delivered and some is walking them to Florida. I also order the complete Edmond livingroom with three chairs. Told in stock, then changed to first week of November. Called today to be told they are custom order and will be December. They were sampled on floor and a stocking item in August. Apparently you discontinued them. Will I ever see them? Perhaps they are on same truck as mirrors? In addition I am told the custom stools are ? I n addition I paid two delivery charges so I could get stock merchandise del ahead of custom order and now told livingroom is custom order?
The staff at store is INCREDIBLE. ..Everytime I go in they are helpful, cheerful, professional and accommodating. Everytime I enter I say I'm not buying today and walk out spending a few hundred or more. Perhaps they should train corporate as each and every person I speak to in California has misinformed me, mislead me and gave me false information. Not to mention being arrigant and condescending.
I do not feel the amount of my business should give me special attention. If I spend $50 or $30000 in a month I expect integrity, truthfulness and service.
This is my first experience with Zgalleria. I own a consulting business that does turn Key packages and have to say this is not like anything I have experienced with a furniture store or any retailer before.
Can someone, anyone get me a truthful, honest expectation of when I can see my order?

I have been dealing with this since 8/4/17 order # 0805760fpug. I live in the Orlando area, I have spoken to managers, employees all promise to resolve the mistake however; it is still not resolved. So I feel I keep getting lied to as no one wants to fix the problem. Hence the reason I am filing a compliant. I received a rewards card in the mail to spend in the store for $1225.00. Note when you get a rewards card it is on a time line, and you must spend the total dollar amount in the store at 1 time. Spending the $1225.00 is not the issue (great store but overly priced). So the credit was used, product was purchased, 1/2 of my order was on back order and the other 1/2 I took home. About a week later I get a phone call from the local rep telling me and I quote "OPPS WE MADE A MISTAKE THE CREDIT YOU RECEIVED WAS NOT $1225 IT ACTUALLY WAS $225.00 AND YOU NEED TO COME TO THE STORE AND GIVE US $1000.00 NOW) What! I said let me get this straight- you sent me a reward card in the mail saying I have this credit to spend when it was not correct, well this is not my fault you sent it to me and I used the credit as instructed, so you need to figure it out as this is no my problem nor is it fair to send misleading information to consumers. Here is where management comes in. I have talked to 3 different managers from ZGALLERIE AND COMITY BANK (credit card company for z-gallerie) All agreed it was an error on their end, and it should be honored! The last manager I talked to from Comity bank (name Jeannine) said no this is not you fault we will honor on our end and get with Z-Gallerie to get this fixed and send you the rest of your order. That was over 2-3 weeks ago. As of today I still do not have the rest of my order and I can not get a straight answer. The last manager I spoke to name Jeannine agreed it was an error on their end and we will take car of it. I want this resolved it's been over a month I want my products . Lets see if I can get this resolved this way!

I bought an art piece called Musician from online Zgallerie store. They shipped broken piece and then told me to ship it back for exchange which I did. Sent me another piece which is again broken and repaired. I have proof with pics and I sent to them. They are saying send it back to them again. I am not doing this third time. Its a heavy piece more than 70lbs. I have to call everytime for help or pay someone to help me out with this.
Their customer service says we know about this issue with this particular item, then why they are selling. I requested to speak with manager on 8/21 and was told it may take upto 48 hrs and now its 48 hrs and then they say that oh you requested on 8/22. Which is a lie. They are not letting me talk to their manager. Today I was told to wait until the end of the day. This has been a frustrating experience with this store. I have never had such an experience ever. Basically, they are making me keep a broken and repaired item at the cost of new. along with this, I get mental harassment.

Big issue with this Decor piece, the Bowl sits freely ontop of the Tripod & is quite unstable.
It frequently tilts & our biggest concern is it falling on our glass top table & Shattering the glass.
We purchase in March & would not exchange it in April, the 14 days were up.
We called customer service today & was told there was nothing they could do.
I don't believe I will make any further purchases there.
Very Dissappointed with Z-Gallery.

We ordered the Riley Bed in March 2017 after seeing it in person in the Atlanta location. We called the store and ordered the bed and was told it would be 8- 10 business weeks due to its “custom” status. On week 11 we still hadn’t heard anything so I called customer service who basically told me it would be another month. I called the store location to see if this was correct and the rep told me that it was incorrect and we should be receiving the bed in 2 weeks. I was slightly annoyed seeing as we had already waited the full 8 to 10 business weeks but I said okay. We received an email shortly after saying the delivery company would contact us by the beginning of next week to set up a time. They never did.

From this point, I went back and forth with zgallerie several times to get the status of our order. It was one story after another. One time frame after another. Finally a rep told me that the headboard had not arrived at the delivery company with the rest of the bed. She said she could not give me a definitive timeframe but it could be another month. At this point we cancelled our order as we were fed up with the runaround. She cancelled the order and said we would be refunded in 5 to 7 business days.

7 business days comes and no refund. I literally go back and forth with zgallerie for the next month after being promised a refund date at least 3 different times to no avail. One instance even being told that a rep forgot to submit the paperwork to a manager for the refund to be approved. Other reps would say the money was going to be refunded on a certain day and it never was. There was never a manager available to speak with concerning the matter and the when I agreed to let one call me back, they never did. Finally a rep explained that they were having trouble locating the headboard and accounting would not process the refund until they knew if zgallerie was in possession of the headboard or the delivery company… neither having anything to do with me or my money. Finally the headboard was “found” and the money was deposited back into our account in early August 2017. I would not recommend this company at all as they cannot give you an accurate time on deliveries OR refunds, they seem to be completely disorganized and disconnected from their warehouse/delivery process. They also don’t appear to care to want to make things right after they have dropped the ball. For the cost of the items, they should definitely put more quality into their service.

I purchased a Roberto bed online in the beginning of September 2016 and still have yet to receive an appropriate bed. The first time they showed up for the delivery (which was delayed) the frame was so bent it couldn't even be used as a loaner until the replacement was shipped. The second time, they stripped the screws and several stains were on the headboard. Third time, a no show from the company after I took the day off to be home to receive the bed. Apparently the shipping company sent it back to southern CA instead of my house. Fourth time, discoloration spots all over the headboard, which customer service had the audacity to tell me it was normal and that she was very familiar with the fabric. I was rightfully upset with that, as I too am familiar with this type of fabric and know that it is not acceptable. Worst customer service I have ever dealt with with no real intention on trying to make it right.

The last time I spoke with someone was in May where I was told that the bed should be here my the end of May/beginning of June. Then later in the month of June, I received an email that it would be delivered the beginning of July. Well I haven't even heard if the bed has been shipped and is ready for inspection so I doubt it will be here anytime soon.

Despite really liking the Zgallerie look, I absolutely refuse to buy anything from here again. Not worth the hassle. I will stick with spending more at Restoration Hardware to not have to deal with these kinds of issues.

I went to the local Z Gallery Couch on Feb. 17, 2017 to place my order for a custom Vapor Sectional. I was made aware that ordering custom furniture would take 8-10 weeks but could possibly come sooner. I was ok with this however I received no updates from the company in regards to where my couch was at in the process and every time I called the customer service like I was given a new ETA on when I should expect to hear from the delivery company. Today I called to ask for an update/eta of the furniture and was told Mid to late March after being first told mid to late April and then early to mid May. They are apparently waiting on one piece. I asked why does that piece take 10+ weeks to arrive as the only thing custom on the order was the fabric I purchased. She said I would be hearing from the delivery company in early to Mid May. None of my questions are answered directly. Very frustrating as I would have definitely sought a better alternative had I been aware that I would be looking at a turn time of 12+ weeks for delivery. At this point I am not sure when I am to expect my furniture and am very dissatisfied with the customer service. If you are not going to make the date as promised in store and on your site good customer service practices would be to advise the consumer rather than leave them in the dark.

I thought Z gallery was a High End store and while the furniture looks high end the entire process after the bed was ordered is anything but High end. I ordered the bed Jan. 10th and was told the bed would be in in 6-8 weeks. It even states this on the zgallerie's website. I asked if it was possible to get the bed by my
Blog irthday Feb. 24th. OK my birthday was a little early in the order process as my Birthday was Feb. 24. Moving forward now no one called to say my bed was not going to be in by 8 weeks. I had to keep calling to find out when. I was told the bed would be ready by the middle of March. I called the store around the 17th of March and the bed was still not ready. This past week on Tuesday someone called my phone and all they said" was I have the furniture you ordered. (End of conversation) because when I asked "what furniture" all I could hear was dead air and the person breathing. Next I asked who do you work for and again I hear the person breathing and then I hear the person speak Spanish. I got scared that it was a call like our TV station had warned us about and hung up. I got another call from a person who was speaking Spanish and he said we are here to deliver you furniture today. I asked who are you with an and what are you delivering and this person could not answer. Since no one could answer my questions and no one had called before this call to say my bed was in I thought this was a prank call and scary call at that. I called the 2 places I order furniture one being Zgallerie and they checked and said" yes your bed is in so you don't want them to deliver your bed? Why? I said " I am at work and had no prior knowledge that my bed was going to be delivered today. I told the person someone should have called ahead to set up a delivery date and that never happened. Next I asked if I could get the bed this Sat. April 22nd? The person at the store said "we cannot speak for the delivery company let me get you their number". I spoke to Valentina at the delivery service and she said "I cannot speak for the local delivery company on dates because I'm in FL. At the corporate office. Valentina called the local company and called me back to say sorry we cannot deliver the bed on Sat. Our delivery drivers are out of town on Sat. I called the store and asked if Z could get a different delivery company then I was told " it was looking like I could get the bed early Sat. 4/21 by 8 am. Fri. I called the store 3 times to check the delivery of my bed and the last time I called I was told no they were not going to be able to deliver it today 4/21. I was told that a message was sent to the top people at zgallerie and as of yet nothing has been resolved. This delivery of my bed is a phissaco and has been handled unprofessionally. This high-end store does not offer high end delivery of your products. I want my money back since nothing has been as promised. Cyndi Burns
Sent from Yahoo Mail on Android

Purchased 15k worth of furnitures from them. Ordered in beginning of November now it's February I'm still waiting for my things to get delivered. Most of the items that I got from them was chipped and broken! Horrible customer service. It's a joke. Who's really in charge? Why are they in business?
I will never purchase anything from them because of their services. The reps are extremely rude and they put you on hold for hours and you still don't get any answers from them.

Order #956930. I ordered 7 drapery panels on Jan. 3 for $699.93, $99.99 ea. They arrived and I discovered I needed 3 more. Went back online and couldn't find them. Called and found them in stock out-of-state, order #966321. They had been discontinued and price reduced in the few days between orders. I called customer service online to get a price adjustment. I was waiting on hold for 36 minutes only to be told they don't adjust prices. I would have to go to the store and return everything and buy them back. I ordered online as it's not easy to get to the closest store. Called the store to let them know I was coming and they wouldn't issue a price adjustment either. I spent $900 and find they are not returnable and you won't issue an adjustment. I've never experienced such a terrible return policy or poor customer service. I've owned 3 companies that purchased almost exclusively from you, spending tens of thousands. I will no longer be a customer.

I provided a rating on the piece of $800 garbage I bought from them and tried to list it on the rating of the item and they DID not publish it...they only want good reviews, not the honest reviews. Customer "Service" is a joke. They are rude! The quality is non existent, it's over priced Chinese junk. The attitude when you receive in the item you have already paid for is extremely poor. When you ask to see the item packed in a box before you have to carry out yourself with zero assistance is that if you have a problem you can bring it back which is ridiculous when you purchase a 28 pound chandelier that requires a professional electrician to install. There broken and bent pieces that were not visible until the piece is assembled...I DO NOT recommend anyone to work with these people, I certainly won't! Nothing is available to purchase in the store that is of any size, it all has to be ordered, but it MUST be paid in advance, in full.

I first contacted z customer service regarding the horrible cushions on my z gallerie stella sofa right after they were delivered (August 2013). It took innumerable phone calls and email exchanges before the cushions were finally replaced. When they were, they were no better than the original ones, but I had no fight left in me!
I am 110 lbs and live alone. When I have guests, none could have created the wrinkly unacceptable mess they have become in only 2 years.
I also purchased the costly stella chair and ottoman (Which look better, because they are rarely used).
Also, at the time I received the "replacement" cushions, they left them in at my front door, and when I contacted customer service (Again after several attempts) about what to do with the originals, I was told to just "dispose of the original ones." not easy considering the huge size. I had to take them to our local dump and pay a $35 fee.

Recently, I decided to read the reviews and come to find this was a known issue at the time.
Got the band-aid, but the wound is a reality still till this day.

At this point, I cannot trust the "fix" in the cushions they have claimed in response to numerous customer complaints.

Prior to this, I was a loyal z gallerie customer as far as accessories and artwork, but have lost all trust and confidence in your furniture and customer "care."

I emailed customer service photos of my couch when first delivered
(8/2013) & current pics (8/2015).

No surprise - no response from z!

I recieved some gifts on my wedding registry. They were purchased before the wedding. I tried to exchange them or get a gift card and was told that I couldnt as the people bought them when I put my registry up and it was over 30 before my wedding. What! I got them at my wedding. This has to stop it is stealing and lying to the customer. They should have a return policy if you have a an item that we stock and that is not on sale you can get an exchange, also if we carry it and it's on sale you get the sale price. That is got to be the law.

My wife purchased a painting and wanted to exchange it with a different painting to match the decor in my office. The store manager Michael was very rude and would NOT exchange it! She left the painting there and now we must take them to small claims court because even their customer service was no help and will not issue a future credit and now they are claiming the painting was thrown away, discarded because we didn't come back to pick it up? I wonder how long Z Gallerie will stay in business by the way they are treating their customers? Hopefully, you will NEVER shop from them!