Very disappointing.
I love the style of everything at Z Gallerie, and have previously ordered furniture from there with great ease. we recently tried to purchase our bed here though, and I will never shop with this company again... it has been a nightmare for MONTHS now.
You would think that was the end, but no. They picked the bed up, and I was told that after they got it back to the warehouse, in 4 weeks I should have a credit. 4 weeks!!! They already know and have requested evidence many times that it was damaged! Yet still, I was patient... 4 weeks later, no word from anyone, and no credit. Followed up by phone and was finally assured that it would come through in a few days... again, this did not happen and took more effort.
I am supposed to get a credit for this now... but we shall see if that happens... and just how long and how many more phone calls it will take to make this happen. I wasn't going to write a review because I was so sick and tired of dealing with this hell, but today was the absolute last straw. Be very wary of buying from this company, and do not expect great customer service throughout. The customer experience is most definitely not valued throughout the company.
No one ever "owned" any of this... so it was ultimately left up to the customer to chase and chase and chase down what was needed to make the situation at bare minimum "right."
at this point I don't think I will ever shop there again as they have done nothing out of the ordinary to try and make a customer happy because of a mistake they made
Yes
We ordered our bed (custom fabric) in February, and it took almost 3 months to arrive, which I was willing to wait for. When it did arrive, the bed was damaged. It took numerous phone calls to the store and customer service to send them pictures, to prove the damage existed. Their policy is that a "master craftsman" must come out and try to fix the bed before they will replace it. Well, that took a month with the "master craftsman" not calling me to schedule appointments like he told the company he was. After a month he finally came out and destroyed the bed. Upon again, taking photos and proving (because obviously the customer is always lying - did not have this same issue with damaged goods received from Anthropologie) it was finally agreed that they would replace the bed, but it would yet again take almost 3 months for the replacement to arrive, and in the meantime I was "able" to keep a completely destroyed bed in my bedroom for a few months more in the meantime... and IF the new bed arrived intact, they would then discuss compensation for having had a few thousand dollars of mine for months now with only having provided a damaged item and completely lackluster customer service with unacceptable follow-thru.
My wife and I ordered non custom stock items (dining table, 6 chairs, and a buffet) back on May 14th. The assistant manager at the Louisville ky store assisted us and informed us that we should have everything delivered in three weeks. After wating more than a month we call back on July 3rd to find our the status as we still not heard about the delivery. We were informed that they had accidentally ordered us custom chairs in charcoal grey instead of stock. The manager Tim apologized for the mistake and refunded us back the difference. He stated that they had all the items in stock in either Atlanta or California and he would expedite getting them shipped to louisivllle so they we can get our furniture that we were told we would get in 3 weeks and it had now been roughly 6. Now today July 22nd I call back once again to ask where my furniture is as we still have not been called about a delivery. It has been almost 9 weeks since our order and no one in the store seems to care.
I have quickly become a huge fan of Z Gallerie. They staff is amazing and extremely helpful! Especially Nic, who has pretty much become the interior designer for my entire home and I must say it is beautiful. Very much the "chick-fil-a" of retail stores in terms of quality, product, and service!
We ordered a buffet in May and was told at the time it was on a truck and would be here in 2 to 4 weeks. come to find out it was never on a truck and now we won't see it till end of july. Yet they still have my money. they wouldn't even offer specific compensation until i actually get the item. Of course no one called me to tell me all this. I had to call and find out the status to get the details. They have very nice things but i would try somewhere else.
I hope at the point we will get our furniture. So beware of you want to order from there as they will lie on delivery times to get the sale over competitors like Arhaus.
After having stressed about this (sent over 20 e-mails back and forth and numerous phone calls) my husband and I decided to give it up, and just find another bed that would be available quickly.
I finally just received a partial refund... many weeks (months) later. However, they were still going to charge me the original delivery fee. At this point, I refused and got pretty friggin irritated. All of my time, money, and energy put into trying to just get what should be basic customer service to happen, and you have the audacity to charge me the delivery fee.
Z Gallerie is a US Furniture Store based in Louisville, Kentucky. Z Gallerie is located at 7900 Shelbyville Rd, Louisville, KY 40222, USA.
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