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I placed an order on October 10,2023, with an expected delivery date of October 19,2023. However, on October 15, I discovered that my order was still awaiting fulfillment. After contacting customer support, I learned that the item is on back order, and the new estimated delivery is early December. This came as a disappointment, especially since the item is coming from India, causing the delay.
I wish this information had been disclosed upfront, as I purchased the item as a gift for a friend. If I had known about the back order, I would have reconsidered my purchase. The customer representative acknowledged that this lack of disclosure is a common concern and apologized for the inconvenience. Feeling a bit deceived and frustrated, I've decided not to shop with Z Gallery again.
Additionally, I've tried contacting corporate offices, but am constantly being brought to the automated system with no human to direct me to the proper department. What is going on with this company?
Tip for consumers:
Apparently, the biggest complaint about the company, according to the customer service rep I spoke to, is the lack of disclosure when purchasing an item. If the item is on backorder, they don't disclose it upon purchase. The item I purchased was to arrive 9 days after I placed the order. When I saw it was still in fulfillment, I called them and was told the item was now on backorder and I won't receive it until "early December". Lack of communication and disclosure on their part.
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Cassie S.'s review of Z Gallerie earned 2 Very Helpful votes
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Good afternoon Ms. Cassie. We genuinely appreciate your feedback and understand the frustration caused by the unexpected delay and lack of upfront disclosure regarding the backorder status. We are truly sorry for any inconvenience this has caused, especially given that the item was intended as a gift for your friend. We acknowledge the importance of transparent communication in such matters, and we regret that we fell short of meeting your expectations in this regard. To address your concerns, we have sent you a direct message via Instagram detailing the options available to you concerning the status of your order. We want to make things right and are committed to resolving any questions or doubts you may have. Your satisfaction is our priority, and we are here to assist you in any way possible. Regarding the difficulty you faced in reaching our corporate offices, we sincerely apologize for the frustration this has caused. We are actively working to improve our communication channels to ensure that our valued customers, like yourself, have a seamless experience when seeking assistance. Your feedback is invaluable in highlighting areas for improvement, and we assure you that steps are being taken to address this issue promptly. Once again, we apologize for the inconvenience you've faced and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us directly via Instagram or any other preferred channel. Adria G.