Z Gallerie
reviews and complaints

My account was closed by the store, then I paid the bill on time every month. For an account that is closed then they sent me a minimum payment due of $453, in which I was expected to pay, in which I paid in two installments in the months time only for them to report me to the credit bureau for a late payment! And refuse to correct the situation! No matter how many times I've disputed and called them with the complaint I've received no solution, for items I've overpaid for, awful company

Hello,
I place an order in August 2019 aftee receiving a giftcard Some of my items didn't come. I called, they said I would get a giftcard for 2 of the items they no longer have and they'd ship out the other item. The item was a candle, I received pillow cases. I was instructed to return the pillowcases & my item would be sent. No item, no refund, no emailed giftcards as promised. Many, many emails and long drawn out phone calls. As of 11/13. No response.

I ordered a the Jen Bed online. It was surprisingly ready to ship weeks before they said. When the Delivery company called to set up Delivery, they were only in my " area" two days... Unfortunately, these two days I work out of town. The delivery company had no solution for me. I Called Zgallery customer service and they apologized for not having more flexible delivery options. They said I could send the bed back with no charges and re buy it in the local store and pick it up there.
I was happy with this Solution. It's been a month since the bed was returned and 3 phone calls later and still do not have a credit.
I called today " again" and was told because I " REFUSED " delivery I would be charged a 25% return fee... This is very dishonest. Delivery was not refused, they could not accommodate me. I did what customer service instructed me to do. They are very unprofessional, it's a shame. I've call Amex to dispute the charge...
we will see 🤷‍♀️

A purchase made on your website of items that later z Gallerie claimed was a system glitch in pricing and refuse to honor purchase. I made a large purchase on August, order number 1495820 customer ID 9687486 . The prices seem to be amazing for such an expensive company so I called the next day and asked if there was an error on their end and if I should expect a cancellation on my order they said "no there was no error it was a flash sale and i already paid the items so not to worry". I asked them to please send me a confirmation email. They said they would but I never received it. Days go by and I still don't have an update on my order so I call the company back and they tell me my order has been shipped and they were going to email me a tracking number since fedex still hadn't provided one. Days go by and still no news from z Gallerie. I called no less than 4 times and spent I've 40 minutes on hold each time. Wrote emails to corporate about my order status. There was a ticket created to find me a tracking number since the status of my order said shipped on 8/28/2029. Ticket number is [protected] and a person named Javier was going to personally take care of my case. I wait 3 days and call For a status when I was told AGAIN to give them more time to resolve the case. Finally I call 9/20/2019 and a customer service tells me that there was a glitch in their system and there was no way the company would honor the prices I received. I was transferred to a manager where I explained in detail how the situation was handled and he refused to help me. He told me no matter who I spoke with no one would help me and honor the order and that even though some orders did go out at the "glitch pricing" mine was caught before and they were going to issue a refund. I told him I did not authorize a refund especially after I spent A total of over 5 hours of hold time looking for my items in which in various occasions representatives told me they were already shipped. He told me that people were getting fired for the issues but no matter what i said I wasn't getting my order. Not only did they never reach out to me to tell me I wasn't getting my order or a refund but they handled the situation very poorly in keeping my money for 2 months

On July 1st 2019 I purchased a wall art piece from Z Gallery located in Hallandale FL.
The item was delivered broken. Before I remove the item from the box I noticed it was broken and immediately called customer service. After put on hold for more than 30 min, finally got a representative who told me I have to take picture of the damage product via email and would get a response back in 24 hours. I waited more than a week and nobody responded back. I called again and a very unprofessional customer representative kept putting me on hold with no real answer to my questions. I asked to talk to a supervisor and they refused to transfer me saying a need a valid reason to speak to a supervisor. I finally got to speak to a supervisor but again still waiting for a solution. It's been a month an I still have the damaged item sitting in my office waiting for a shipping return label that never came. Dealing with this company customer service is so frustrating and the quality of their products are so cheap and overpriced. It is not worth your time and money to shop at this store.

I purchased a coffee table from Zgallerie back in May. Before making the purchase I was promised that if the item is defective and not accepted during delivery, I would be refunded my money including the shipping with no questions asked. The table was delivered mid June with a dent on the side and cracked top, and I refused the delivery. I immediately called their customer service and was on hold for 45 minutes. Finally the rep told me that I would be refunded my money and delivery fee and sent a follow up email confirming that. We are one month out and I still have not received my refund. I contacted their local store (since I do not have time to be on hold for a long time with their customer service) and now they are telling me that they will deduct a restocking fee of 25% and not reimburse my delivery fee. Furthermore they tell me In order to not endure those losses I should accept an exchange!? I am writing so that other consumers do not suffer the headache and emotional turmoil they have caused me.

I set up an appointment for a delivery to be made on June 28, 2019. I received a voice message to say my delivery would be between the hours of 2-6pm. I took off from work. Still waiting as I'm typing this complaint for someone to call me to tell me there's a delay for my delivery. This is so unprofessional. I've been waiting for over 3months for this. Now what?

I placed an order (1293273) on October 8th, 2018. I am still missing the glass dining room table. It was delivered In November without connecting hardware and I was advised to return it. Since then, I have been told numerous times that it will be another 10 weeks. I called CS 2 days ago and now I am being told to expect delivery in July. That is 9 months from the time the order was placed. This process has been horrible. If I knew I would not have a table for this long, I would never have placed the order. Additionally, I received a damaged buffet that had to be returned, 6 dining chairs, one of which was the wrong color and had to be returned, and now a table that is still not available. Am I going to be told in July that it will take another 10 weeks?!?!?!?

Order #1303740-Ella Wall Clock. Placed order in October 2018. Was not delivered by the timeframe estimated so I called to check on the order. Was told it was damaged in transit and returned back to warehouse. Was told had I not called they would have just canceled my order and refunded. I asked for new order to be sent. It was. Received this time and it was damaged. The outside label on the box actually said Damaged! I have pictures of this as well. After multiple phonecalls, was told to send picture of the damage for review within 5 days. Never heard back. I have called over 15 times, each time waiting 40+ minutes to speak to a representative (have call logs and screenshots to prove it). Am told a different story everytime. After my pictures were 'reviewed' I was told to throw away the damaged clock and a new one would be sent. Next day I receive a return label via email to return the clock they told me to throw away! Have been told for over a month now that a new clock is shipping out and it never is. Have asked to talk to supervisors multiple times...one time I was told there aren't any supervisors on site and they are not ever on site, only available if you request a call back from one of them. Then today I was told "they are all in a meeting" and rep would submit an escalation email for supervisor to call me. I asked when should I expect a call back and was told the estimated wait time is 5 DAYS. TO TALK TO A SUPERVISOR! Over the multiple times I have called, I have been called impatient by a representative -let me remind you I have been waiting since OCTOBER 2018 for this clock-and one rep actually had the nerve to tell me she recommends I take a chill pill. Everytime I call it is an hour of my time on the phone waiting on hold and I am told a different story every single time. the rep today said she wishes the last rep I talked to would have been upfront with me so I was not led to believe my clock would ship out this week since they are 'weeks' behind in reviewing their orders. WHAT! Not to mention I have been actually HUNG UP ON TWICE by customer service reps. I am appalled at the level of service this company offers and how it does not seem like I will ever receive this clock that I paid $300 for. it is a gift for my mom who is looking forward to receiving it, which is the only reason I have not said screw it and just sent a refund. Which I don't believe I would ever receive that either at this point. I AM AT MY WITS END!

UPDATE-I finally requested a refund because I am OVER IT and they tell me only supervisor can issue a refund...but a supervisor will never call you back! Yes, you have to wait for a supervisor to call you-apparently there are none of site, EVER. They are holding my item and money hostage. This is THEFT. Taking it to the media and the investment company!

Please do not purchase anything here. Worst experience I've ever had! I purchased a bed and dresser and was told the order would take 3 weeks to ship. I was told I would receive notification of delivery date. As promised, I received a delivery date; however 2 hours following the confirmation call, I received another call stating the furniture was damaged and Z Gallerie would contact me regarding next steps. This took place December 15, 2018. To date, I have not received any correspondence from Z Gallerie. I have attempted to call several times only to be promised a return call and email with an overview of my issue which has never taken place. The customer service representatives have continuously provided me with unfulfilled promises even after I explained I am currently without bedroom furniture as a result of me moving my previous bed to prepare for the delivery that never occurred.

Furniture piece was delivered and did not fit through a common doorway. Had to refuse piece. ZGallerie blamed me for not measuring correctly. To rid myself of the furniture I had to pay a 50% restocking fee. Why would a furniture company build a piece that does not fit through a doorway? I emailed my concerns and was told if I would have measured correctly before I placed the order I could have prevented this. Hmmm. I did measure but never thought the piece would come fully assembled with the legs on which caused the two movers grief.

The worst shopping experience of my life. I bought the $700 leaner mirror. Waited 2 weeks for it to arrive. It arrived made terribly, the corners didn't even meet. Complained and they said they'd send a new one and when they did would pick up the old one. The next one arrived without the white gloves delivery. One guy carrying a 7ft heavy mirror arrives to ask my elderly father in law if he could help him carry it inside. My FIL who has a heart condition couldn't so the guys proceeded to drag it across the wooden floor scratching it. He gets it inside and it's all for nothing because it's a broken mirror. You can see holes in the box where some idiot has used a fork lift on it. I call z galleries immediately. Takes them another 2 weeks to collect the damaged mirror because we weren't going to allow the delivery guy to scratch the floor again. Throughout the whole process not only were the products awfully made but the customer service for z galleries were horrendous. From the moment the last mirror was picked up I waited almost 4 weeks for my money back. No one ever replies to the customer emails and no one tried to do anything to fix the issues. I WILL NEVER SHOP WITH THEM EVER AGAIN!

Zgallerie have the worst customer service that I have ever experience . Their product looks nice and very expensive but not worth the price . I order several items from them had issues with the item the managers never return my phone call that was 2 months ago . I called several time again to speak to them they said they will have to call me back and put me on a Q list still to no avail . In addition costumer service was suppose to give me a gift card via email nothing has shown up . They need to be out of business . I will now do all my shopping on Wayfair their customer service is one of the best they will never leave you unsatisfied

Ordered a dining table June 2018 that was "in stock". After many calls and being told so many different things, I finally cancelled the order today, Sept 18. Manager, Oscar, would not return my phone call after leaving messages and an email to Ian. I WAS a zgallerie customer, but never again. Ordering the same piece from Joss and Main which will be delivered in 1 week, who by the way, has great customer service!

I order a mirror and table in June 2018. Was informed the items by associated I would have both by July 18.
After making the purchase I checked the website to track my items. As the date got closer the arrival date changed to 2nd week in August. As August came to a close the track order site stated the delivery company would contact me. Since I hadnt heard anything from the delivery company I decide to give Zgallerie a call.
I was told the delivery company wasnt available the first call. I decide to call back got a second story that since it was LABOR DAY holiday someone would call me on Tuesday. Tuesday came and went. I called a third time.
Still same story the delivery company would reach out to me. I explained that I made the purchase in June and it is now September. I was told by the CSR someone from the delivery company would be calling today. She was going to send and email to me.
I never got the call or email and call me as soon as she confirmed my delivery date. Guess what no email, no call no delivery set up. I called back the next day...same story the delivery company is having issues with their system. I give a flying ukw at this point.
I made a purchase and expect my merchandise by now. We are talking over a thousand $$$. First time customer not happy. I called about 10 tens and was promised a delivery set up, a few emails to be sent to me and some callbacks which never happened and I still don't have my items.
So I decided to ask for my money back. After that was requested I was still waiting for the manager to call within 48 hours. Well, its been 80 hours no call yet. I was told the store where I made the purchase would be calling me to confirm my cancellation...welp still no one has called.
It was told I would receive my refund by to my card within 7-10 business after they received their items back. Funny they had no problem taking my hard earned money right away and I am still empty handed with no items, money or even the respect of a phone call from this company. Also a few times I was treated like crap with some of CSR. They defiantly need phone training.
I was placed on hold a few times and then the phone would mystery hang up/disconnect. If called back from my phone the call would not go through It would hang up. But when I switched up to an unknown phone number I was able to get through. The last time I called the CSR told me I would receive 3 calls, NOT one has happened yet.
Why do I have to reach out to a company who is suppose to be servicing me? this is truly backward. I was even offered compensation which makes no sense to me. If you don't honor a simple call back or email and my items why would I trust you to compensate me for all that has taken place since June.
I just want all of my money refunded, please.
So very disappointed. Marlena Wilson Track Order 1236942
Reason of review: Poor customer service.
Monetary Loss: $1210.
Preferred solution: Full refund.

I received the newest Z Gallerie catalog, and on page 22 it listed a painting, entitled " New Purity" at $299. The painting was actually called "Prestige", and they fixed the catalog glitch and priced it at $599. I showed them my catalog, and they said tough, they won't honor it, even though it was their error. You would think the relatively low difference of $300 would not be worth the incredible bad will they have generated. They were rude, unpleasant, and said they literally will NOT honor their catalog price.

I ordered two Emery Beds November 2017. They are custom made to order so we expected the beds to be at least three months out be we never expected to wait until July of 2018! The beds were shipped to a shipping warehouse in North Carolina where they sat from January to July because the foot boards hadn't been made or shipped out with the rest of the beds. The shipping company wouldn't deliver the beds until the foot boards came and we all assumed the they were just delayed in shipping even though I made several calls to Z Gallerie and even they thought that the foot boards were on their way...somewhere! I made a point to call them at least one day a week to find out what the status was on the foot boards but it didn't make one bit of a difference. I was never able to speak to a supervisor but was told one would be calling me back with in 48 hours. This never happened even though I called tons of times. The foot board were finally delivered to another warehouse in North Carolina so then neither shipping company would deliver what they had until they received the rest of the beds! Both shipping companies told me that only Z Gallerie could call to let them know it would be alright to go ahead and send the beds to my condo. So to make a long story shorter, the foot boards were finally delivered and then about a week later the rest of the beds came in only to find out that the feet to both beds were never made or delivered. So now I have two beds that are assembled with out the feet. I had to pay someone to come in and make some temporary feet so we could use the beds for guests that were coming in. The feet to the beds still have yet to be delivered. We paid $1800 for each queen size bed frame and we do like the beds but I would like to have them picked up and our money returned because of the way we have been treated and the long amount of time we have had to wait to finally get the beds delivered.