Z Gallerie

I ordered a print of a Chanel perfume bottle from the website and it takes 6 to 7 weeks to receive the product. After 4 weeks I receive a email that states because my credit card info does not match my address and phone number that the order has been cancelled. So I called the internet order line to get the information corrected and I was told that the order is cancelled so I wanted to place another order and I was told that I have to go to a Z Gallerie store to place the order. That is fairly difficult because the nearest Z Gallerie is in Denver and I live in Colorado Springs. So I am a real estate agent and the way I was treated by the customer service department was appalling. They did absolutely nothing to help me in any which way and on top of that the customer agent scolded me because I did not put the information for the order in correctly so he had an total attitude about it. I am so disappointed because I love Z Gallerie and I don't think I want to give them any more of my business. Also I will let anybody I know that it is a total mistake to order anything from them.

Review: I received a damaged light from a Z Gallerie store on March 1st. After speaking with a store manager and two people from customer care, I was unable to receive the parts that I needed in a timely matter. I was still waiting for parts on March 13th when they said they had not been able to locate the parts. It sounds like they were looking for parts from other damaged light fixtures. I did not have this time to wait since we had contractors in our home that were almost complete with their job. On March 14th someone from their customer care dept told me that Fed Ex would come to pick up the light on Monday, March 17th, and as soon as Fed Ex had their hands on it, they would send me a new light. It is now March 19th and they are telling me it will be picked up on Thursday, March 20th. In the meantime they should have sent me a new light. I am EXTREMELY frustrated with this company. Several times my emails have not been responded to by their customer service team and this morning I asked to speak with a manager. They said they would have a manager call me back but it is now 2 1/2 hours later and I have heard from no one. I have worked in retail over 20 years and I have NEVER seen such horrible customer service.Desired Settlement: I want a new light sent to me overnight. I want it to be delivered before this weekend, March 22nd.The contractors have completed their other projects in my home and I now have to have them come back to install this light. I would like it complete for the weekend.

Business

Response:

CS#[redacted]/Sales Order No. [redacted]

Dear Ms. [redacted]:

Thank you for your information. I see that [redacted] has assisted you with the replacement chandellier. On March 21, FedEx confirmed possession of the chandellier and we sent the new one/replacement out that day. I have tracked the shipment of the replacement chandellier and it is showing delivered on 3/26/14. For your reference, the tracking number was [redacted]. I apologize that our service didn't meet your expectations and we clearly fell short. We were attempting to find the seven strands that you were missing, but were unsuccessful so we did a FedEx pick-up on the one you had that was missing strands and sent a new replacement.

I hope that you found your replacement chandellier in good and complete condition. If you have any additional questions or concerns, please do not hesitate to call 800-358-8288.

Customer Relations

Consumer

Response:

I am rejecting this response because:

Review: Coach the fabric was worn out and pilling from very first day delivered. I have called customer service for days for hours never can get an answer

I ordered a coach from customer service on the phone. The coach was delivered in poor condition, it smelled awful, and the fabric on the cushions are worn out and pilling. I called customer service - the very first day -- and then for days and days - now it's been almost two weeks. Z-Gallerie customer service line - says "sorry for the delay" -- then I have waited up to an hour and half at at time (put phone on speaker - and wait) , I have never been able to get a human live voice - and I call different times of the day - I went to the Z Gallerie in my area, Boca Raton, Florida, and the Manager there said I have to handle through customer service since I didn't buy it at the store. Also, there is a three day return policy -- but I have not been able to contact anyone - I even called the owner , who I was told does not return calls. I coach is in poor condition and I never signed for it, the delivery service said it would arrive between 1 PM and 3 PM, and instead they called an said they were delivering at 12 noon, which when they called me, was five minutes to 12 noon, I indicated I could not get to my home in time, since the delivery was not scheduled unti 1 PM at the earliest - the delivery man got the key to my apartment from the rental office - and I immediately called customer service to arrange for the coach to be returned that very day, and as I have been indicated - I never can get through and still cannot! Please HELP -- this is inexcusable servie. I want this coach returned immeidately to Z Galleris and money back ASAP. Thank you .[redacted] ###-###-####Desired Settlement: I want my money back and the coach pick up and returned to Z Gallerie immediately.

Business

Response:

· On December 27, 2013, customer emailed Z Gallerie regarding issues that she had regarding a sectional purchased on November 29, 2013. Customer was very unhappy regarding fabric and service she received at the Boca Raton, FL, store.

· On December 27, 2013, I emailed the customer requesting additional information and offered to exchange her sectional.

· On January 2, 2014, customer went into the Boca Raton store and picked out a new fabric for the same style sectional.

· I placed the order for the replacement sectional and advised it was a custom fabrication and would take 10-12 weeks to arrive at our warehouse in Gardena, CA

· During the month of January, I continued to give customer updates on the progress of her replacement sectional.

· On February 18, I confirmed arrival of the sectional in Gardena and anticipated it arriving at her local delivery company in Florida approximatelyFebruary 26 and she would be receiving a call to set-up a mutually convenient delivery appointment the first week of March. Customer was very happy.

File is considered closed at this time. If you have any questions or I can be of further assistance, please let me know.

Regards,

Director of Customer Relations

1855 West 139th Street | Gardena | CA | USA | 90249

Office 310.630.1209 | Fax 310.630.1509 | Email [email protected]