Z gallerie has beautiful pieces, but has innapropriate delivery. Item took over 1 month to arrive at my home. Furniture arrived damaged, second delivery took another month to arrived, arrived damaged as well. Customer service kept me on hold for 48 minutes, and third delivery was arranged. Third delivery arrived missing parts. 3 months later, I am still waiting on my bed delivery. I have not received a follow up call from Z Gallerie. Attempted contacting customer service today, but was left on hold for 43 minutes once again. Im a very frustrated customer. I wish I would have purchased furniture from a local furniture store. I will NEVER purchase furniture from Z Gallerie again.

Z Gallerie has some of the worst customer service I have ever experienced at a retail store. With that said, let me be clear. I am not as much referring to the workers in the store. They were at least nice and tried to help (although I do feel they misrepresented things). However, when contacting customer service to discuss my concern, I was essentially told "tough luck - there is nothing we can do." In every conversation I had, it was clear they couldn't care less if I ever bought another thing at this store (I won't!).

Bottom line - I bought a sofa from the web site (they didn't have one in store) - spent $2, 500 for "down cushions" and essentially got hard, foam cushions. I could have gotten that for $1, 000 somewhere else but I paid more because I thought I was getting a higher quality product. Not true. Add insult to injury - they treat their customers like crap.

Only buy if you know for sure you won't have any issues. If you do - they are likely to tell you what they told me - "sorry, nothing we can do."

I have never written a bad review on anything, but Z Gallerie succeeded in coming through with the worst customer service experience of my 52 years on the planet. To be fair, I gave them every opportunity to correct their mistake, but they brashly declined. To put it simply, I ordered a custom coffee table that is displayed in a dark brown color in their showroom. After three months, the table showed up and it was black. I realize the color difference isn't dramatic, but would certainly stand out as the last piece in my new living room. I opened the box in the store and said, "this isn't what I ordered". Their answer was, "sorry, there are no returns on special orders", then proceeded to admit that there was a color difference, but it was "due to the lighting". I asked for the manager (Theresa) and was referred to the Customer Service Dept in Colorado. After logging 14 calls to Jennifer there over 6 weeks, she finally called back. They confirmed my story that the color was wrong, but stuck with their policy and whacked me for a 20% restocking fee, which is unbelievable, even after they also confirmed that I had spent thousands of dollars there recently to furnish my house after a divorce. There are five other furniture retailers within 1/4 mile of Z Gallerie, ALL of whom offer normal or standard returns or full refunds on furniture, special orders or not, and with no reason required. I was charged $283.10 for them shipping the wrong item to the store. I notice that this coffee table isn't carried by them anymore, either. If you have a worse customer service story than that, I'd like to hear it.

How we got robbed: Z Gallerie grossly misrepresented shipping and restocking fees on a piece of furniture deemed undeliverable by their delivery co.

Before we purchased this furniture called “Aberdeen Cabinet”, we did our due diligence to find and provide all the information about measurements and shipping. We planned to have it in our second floor bedroom and knew that the only way to take it there is via the large second floor window. The measurements were within the window width. We contacted Elite Delivery who is responsible for shipping about hoisting this furniture through the second floor window. We were told that they would send a manager to check the site before they do it. If it deemed deliverable, they will do it, but we will pay extra for the work. If it deemed undeliverable, we won’t get charged. The Berkeley store salesman gave us the same statement before we made the purchase.

A few days later, when the furniture was ready to be delivered, a manager from Elite came and measured the window dimensions and determined it was wide enough to bring in the furniture. But he decided not to lift such heavy and large furniture on ladders due to some safety concerns since the window is pretty high. So it was deemed undeliverable. We had to cancel the order, but were charged with $258.90 for restocking and delivery fees.

When we contacted the customer services in Gardena, CA, a supervisor, whose attitude was extremely rude and unprofessional, repeatedly lied on reasons for the charges. Z Gallerie grossly misrepresented the most important piece of information to its customer when inquired. As a result, we suffered monetary damages. We also sent a demand letter to Z Gallerie legal department two month ago and no replay was received.

I write this e-mail to inform the audience about the so-called "service" Z gallerie delivered us in its shop in Nashville, Z gallerie store #82

located 2126 Abbott Martin Rd

TN 37215

here are the facts :
I bought last summer a large number of items for a total of 5774 Us Dollars (mostly furniture) and ask for a delivery by the end of September.

As I was relocated by my company, in Nashville , I was expected this furniture to be able to settle down with my family in my new place.

First Problem : The delivery was never made... I called the shop , being informed that the table I ordered was discontinued, therefore all the delivery was cancelled ... Never been contacted , first bad impression.

Second problem : Due to the fact that the table was discontinued, I went to the shop and selected an other table (Promises, promises it is available) and scheduled a new delivery - 3 weeks delay... very good news....

third problem : Finally, the table was delivered BROKEN on the October 5th, 2006 !!!!!
we did not realize that the table was broken because it was the extension kit (Not visible at the delivery time),
so go back to the shop, there the manager informed us he will have to visit us and identify the problem, We add to call him 15 TIMES and eventually he came to our house and obviously report the problem and ask us to wait till the company in charge of shipping came and pick up the table (20 phones calls till the shipping company came). Off course, they are protected as they don't have the furniture back, no chance to get your money back.

Fourth problem : Finally, the delivery company came to pick up the table and chairs on NOVEMBER 14th (6 WEEKS between broken table delivery and pick up)

last problem : We are now on December 06 th and STILL NO MONEY REFUND on our account (obviously we call every day and the answer is always the same, promises, promises, the Headquarter is dealing with the issue.....)

You can imagine how irritated we are !!!!

I sent this e-mail to the HQ customer service in California ,I did not receive any answer...

Conclusion : caution with this Z Gallerie company , ready to steal your money, but inefficient on product quality and customer relationship.