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.

I ordered two pieces of art on August 1st. All in, the cost was over $1200. The items arrived damaged (paint missing off the canvas, poor quality control), and when I reached out to customer service, they offered me $47. Yes, $47 dollars on a $1200 purchase. That's laughable, plus I wanted the art so I requested an exchange. I was sent return labels from Z Gallerie that had the wrong address on them, but I didn't realize that at the time (why would I)? So when I sent the pieces back, they were "returned" to a woman's house in Pennsylvania somewhere. For a month, the art was lost in the system, and I couldn't get my replacements because they wouldn't send the new ones until they got the old ones--even though it was their fault that they were lost in the first place. In the meantime, I moved, and I told them that if they were ever found and returned to my old house, I wouldn't be there to receive them or do anything about that. They assured me they were coming back to the Z Gallerie warehouse. Do you think that happened? No. One of them went back to the place I no longer lived at, as I expected would happen. I also emailed to provide my new address and confirm that the exchange was for both pieces. I received an email confirmation back saying that it was for both pieces and they would be delivered to my new address.

When it was time to receive the delivery, the delivery driver was at my old address. Of course. Furthermore, there was only one piece, and that piece was also damaged, just like the first ones I received in August. T's now the first week of October, so I've been dealing with the failings of Z Gallerie customer service for two months at this point, and I've had ZERO acknowledgment of all the mistakes that have been made nor have they made an attempt to compensate me in some way to make things right. When I called customer service AGAIN on October 10, I was told that one of the exchanges was cancelled despite the fact that there was an email showing that I confirmed I would be receiving both. I asked to speak with someone who would hopefully acknowledge the poor customer service (and quality control) that I've experienced throughout this whole process. I got someone who said they could resend the piece at the same price and not charge shipping "and that's all I can do." Well, I already paid for shipping, and that wasn't refunded, so he wasn't doing me any favors to be honest. In addition, I was offered $60 this time for the damages on the new one I received.

Overall, this has been such a headache and the absolute worst customer service I've ever received. Z Gallerie presents itself as a distributor of high-end furnishings, so I think it's fair to expect more from their representatives. No one is particularly kind or empathetic. I only wish these pieces were available elsewhere so I could have spent my money with a company that was appreciative of its customers. But Z Gallerie will never get my business again after this.