S S.

When I first bought my home over 15 years ago, I furnished my whole house with Z Gallerie. I was very sad to read about all their physical stores closing and the company going out of business. Thankfully, they will still have an online presence. This is my cautionary tale and to steer clear of this business. This company will not honor their commitment and will steal your money.

I placed an order online on 1/13/24 for a sectional U-shaped three piece couch with an estimated delivery date of an in stock item, as well as an accent chair. The ETA was supposed to be 1/21/24 for the sectional with an ETA of June for the accent chair. I called customer service on 1/15/24 and asked them if they can deliver the sectional as soon as it was received instead of having to wait for the chair because I read on their site that they will deliver once all items come in stock. They were able to accommodate and gave me two orders. Order number 011XXXX for the chair and order #011XXXX for the sectional with delivery of the sectional as soon as the item can be shipped.
The ETA of 1/21 came and went. I called Customer Service every week and was given the answer that the item was already shipped on 2/2 from California. And to wait for them to inspect and the delivery company will contact me. That was the same answer every week I called. Finally, the last week of February, someone actually wanted to do their job and said they would email the delivery company. After that, the delivery company contacted me and scheduled the delivery on 3/1/24.

Unfortunately, I had an evening delivery and by the time I noticed that they delivered two of the same side arm pieces, Z Gallerie was already closed for the day and the delivery company had already left. I called them first thing on 3/4/24, the next business day that they were opened. (Their customer service is only open Monday-F from 9:00 am CST to 5:00 PM CST) I had also emailed them over the weekend with pictures of the wrong furniture because their website stated I needed to contact them within 7 days of receipt. I spoke to Fernando in Home Delivery. He said because the sectional was discontinued, they can no longer replace and offered $300 off if I kept it or a refund. I asked for a refund which Fernando agreed to in the amount of $2091.80. They would process within 7-10 business days. I called the Delivery company right away to come pick up and their next available date was 3/8/24.

I called Z Gallerie back on 3/15/24 to ensure they had my refund coming. I was assured that they had it processed 3/4/24 and I should see my refund 7-10 days. The representative stated if I did not receive it by 3/19/24 I should call them back. On 3/21/24, I still had not received a refund, but the representative still stated that it was, "in process," but she would expedite for me. On 3/25/24, I called back and gave them the representative the details again and waited over 30 minutes while they had me on hold. I finally hung up and got another rep who said she would email the appropriate party so I can get my refund. By this point, I had asked for a manager and was transferred to Escalations to a representative by the name of Ricardo. Ricardo should not be in Escalations. According to him, he is the highest level and I am able to talk to anyone higher than him. He was very robotic and rude and kept telling me the same thing over and over again. Ricardo informed me matter of factly that I was not getting a refund. There was a policy change and any orders ordered after 1/18/24 are eligible for refunds but because I ordered 1/13/24, I am only allowed a store credit. I asked Ricardo when did this policy change and he said there was a memo that was sent out on 3/22/24 that stated their policy changed. I asked why did the other representatives not even know of the new policy and his response was that they will be informed. So basically because someone did not do their job and process my refund in a timely manner, I am subjected to their "policy change" mid-way and I am basically out of pocket $2972.51, my original order amount. I'm including the full amount of my order since I am not confidant that my accent chair would even be delivered since this company is deceitful and are thieves. Why would I want store credit when I am not too sure the company would even honor that store credit. Ricardo even agreed that he doesn't like the policy but it is out of his control. I asked multiple times for an email or a call back from someone higher than him and he said again and again that he was the highest.

Before 3/21/24, I also attempted to email the company. I've never gotten a reply but only the generic reply they received my email and they will reach out soon. After awhile, if you try to email *******@zgallerie.com, it will kick back. I emailed *******@zgallerie asking for help on this and Alvaro replied back, "Refund will be reflected back on 7-10 business days." So Ricardo in Escalations is stealing the funds or he is lying.

I did call back once more that day and talked to Fernando again and this time, he acknowledged he did agree to a refund but because they did not process the refund like they were supposed to before the "policy change," I am stuck with a store credit. He said that I can google, "bankruptcy and Z Gallerie" and get a case number to try to get a refund that way. So their own employee is suggesting I pursue legal action.

I have submitted a complaint with the BBB and waiting on response. I will continue to be vocal about this unfair and deceptive company so others are aware of to avoid this company at all costs.