The Gallery

Review: I ordered a light from the Gallery and they processed the order complete with charging my credit card. Their website states that you will have the light within 7-10 days or sooner. I called about 2 weeks after my order was placed and was told the item was going to be shipped soon. I called back a few days later (after not hearing from them) and they then said they were having trouble getting the item from their supplier. They said they would call me back. They did not call me back. I called them again and they asked if I wanted to cancel my order. I said no that I wanted the light. They said they would call me back. Guess what, they didn't call me back. I looked on their website and they had raised the price from $394 to $2990. I called them back again and they said they were unable to get from their supplier. I told them I saw on their website where they had raised the price, they said no they were going to take it off their website but hadn't done it yet. Then I questioned why they had time to raise the price but not take it off if indeed the supplier was unable to get it for them. They said they would call me back. They did call me back this time but only with the same answer (can't get from supplier) and that they had refunded my money. The item is still on their website even after well over a week at the higher price. I don't believe that they are unable to get it but that don't want to honor the price they sold it to me. I am extremely angry considering they took over 3 weeks of my time with this light for my new house. Being dishonest is not a way to conduct business.Desired Settlement: I want the light for the price they originally sold it to me.

Business

Response:

The order was processed and charged, this is correct

This was based on the manufacturer telling us the item was in stock and ready to ship.

We never avoided or didn't take her call, or did not call back. There was actually numerous calls back and forth between us and her.

Once we got confirmation that the item was not going to be available we proceeded and informing the customer about this and gave her a full and complete refund- see enclosed

Also, contrary to what she is saying about the item being still on the website, we did remove the item immediately the moment we found out the factory made a mistake and no longer had the item.

She was looking at a different item, an item that she did not order.

We can not provide the item as per her desired settlement, as we are not able to get it any longer- however we did give a full and complete refund.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

All that I have stated in the complaint is accurate.

I acknowledged in the complaint that you had refunded my money. That was never the issue.

You can find my order with item number as well as a printed screen where the light was relisted (with the same item number) at a higher price. I have checked their website and indeed they have now removed the item; however, it was not done "immediately." Thus, you can see where my frustration lies. I neither want nor need the light at this time. I now merely wish to warn potential customers of the dishonesty of this company.

Regards,

Review: I purchased a light online from www.gallery74.com. I hired an electrician to put the light up for me. He told me that the light was missing pieces and looked to be used. The bulb that was in the package also was blown. The electrician attempted to put it up but is sparked and a ball of fire came from it. The flame from the light burned my hardwood floors in two separate places. I called the customer service number and they told me that they would take the item back but is also saying that they are going to charge me a 25% restocking fee.Desired Settlement: I am looking for 100% of the purchase price, shipping cost and repair of my floor where it was burned.

Business

Response:

-Customer ordered on 8/26/2013, order# [redacted]

-Order confirmation with policies (including our 25% restocking fee policy) was emailed to her 8/26/2013 to [redacted] (see enclosed)

-Order shipped next day, by [redacted] tracking # [redacted] and delivered on 08/28/13 (see enclosed)

-Customer called on 08/28/13 saying she ordered the wrong size by accident, she didn't measure prior- at this time we informed the customer about our policies, and told her she may return the item. The Customer replied she was late for work and would call us back at a later time

-Customer called back on 09/04/13 for return again, and again we informed her of the policies and sent her the email detailing how to do the return process (see enclosed), but customer never replied to this email

Regarding her issues listed in the complaint:

-We were never informed that she was missing parts, however- if that was the case we would be more than happy to have sent the parts no charge as we always do for our customers

-Regarding the item "looking to be a used" item, this is purely conjecture and incorrect. We never re-use or recycle items. All of our items are brand new, factory direct unopened boxes.

-Regarding the spark she mentions-- again this was never mentioned to us when she called in, this is the first we are hearing of this. However, we are still here to help. All of the items are checked by the factory before shipment. Any issue they may have had most probably was due to the way it was being hung and wired by the electrician. After seeing this complaint on 9/11/13 we had called the customer to inquire more about this issue, she told us she would contact the electrician so he can call us and go over what he was doing wrong. As of 9/18/13 we have not received a return call from the customer or the electrician. We have also tried again to reach the customer 9/18/13 and left a voice mail on her machine.

-Regarding the floor being burned, again the issue of the sparking is most likely due to how the electrician hung the fixture. All of the items are checked by the factory before shipment. Any issue they may have had most probably was due to the way it was being hung and wired by the electrician. However, that being said, we still did ask from the customer a picture showing this issue- as of 09/18/13 we have not received a response or a picture.

Resolution:

-At this time, we are still ready to help the customer and are willing to send a replacement fixture or give a full refund for the item. Regarding the floors, we would need to still speak to the electrician to go over what happened and how he wired it. We would also need to see photos showing this as well. Also photos of the floor. Further , this would then still be pending to be approval before any compensation would be made , because as per our policies

"7. LIMITATION OF LIABILITY: You expressly understand and agree that we shall not be liable for any direct, indirect, incidental, or special charges you pay to your local electrician or any other fees or third party costs related to the purchase. For any issues that may arise we reserve the right to send the case for arbitration for settlement and resolution."

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I mentioned to [redacted] I was not there when the electrician did the work. My mother, however; was present and verified the information that I said. If it was the electrician and not the light the next light that was put up would have done the same thing and it did not. It is very hard for me to coordinate with [redacted] and the electrician during their business hours so that is the reason that has not been done. Whenever I call to speak to [redacted] I am on hold on and off and as previously mentioned, have limited accessed during the day.

[redacted] asked me to send pictures of where the floor is burned. He also asked me if I had the tax id number for the electrician "because he should have insurance" as well. All I know is that my floor is burned and no one is excepting responsibility. I still have the light and as stated it is and was missing parts.

[redacted] mentioned that I could keep the light and get the refund. I do not want the light. It is faulty. I can send it back to them and to demonstrate what I am speaking about.

The issue to me is that my hardwood floor is burned and the light that I purchased from gallery sparked fire from it and my floor is burned. I can send the light back, but that does not resolve the issue with my floor.

Regards,

Review: I had ordered 2 crystal chandeliers from them.. worth more than $1950 . They were very gilttering in the pics, The actual product delivered was plastic and not at all crystal . However many things went wrong 1. The quailty sent was inferior than shown on the pics. When contacted , they promised to upgrade it. But didnt send all the samples for the upgrade 2. They sent shipment without informing me of the # of pieces they were sending. Fedex just called to say they are delivering.. I got 3 packages ( 2 separate items and 1 crate) Apparently they had put 5 boxes in 1 crate but only 4 were delivered. They didnot send me any email telling me the details of the shipment. The whole crate was wrapped in plastic and nothing was missing or torn as far as I could tell. The weight of the package as per fedex is 253 lbs. Due to the poor quality and even more poor communication I chose to return the items. I got an RA # from them. However they charged me 25% as restocking fees. I sent back the " entire shipment, that I had received", at my cost to them. The weight as per fedex with those 4 packages itself is 253 lbs. Its the same 253 lbs that was sent to me. Till this time I had no information from the company that iam missing a whole box.. ( due to no email from them telling me how many pieces to expect). Once they got the shipment back, they didnt refund me for a whole 2.5 - 3 weeks. After numerous follow up calls, they told me that they are missing a box ( 1st time they are telling me that I didnot send them a box and hence deducting more than 25%) If they didnt send any emails /communicate clarifying that they had sent 5 boxes in the crate , how can it be my mistake ? They say its my mistake Now they want me to file a claim on fedex, with no help from them. they refunded me 1047 finally after all the deductions , however there is no email telling me the break up of the refund amountDesired Settlement: They should refund me 1. all the restocking fees (25% - due to bad quality) + 2. cost of sending the shipment back ( $450 or so ) + 3. Cost of the deduction ( 450 or so /which is their fault for not telling me that they sent 5 boxes in the crate).

Business

Response:

This order was placed over the phone by the customer. An email confirmation and contract with policies was emailed to the customer to review and approve (see enclosed). The order was shipped and delivered and signed for in good order - see enclosed Fedex proof of delivery.

To address the customers issues now - please see below

-Regarding his claim that the item is plastic- this is an incorrect and unfounded claim.

-Regarding the separate deliveries, we ship the boxes at the same time , however fedex split the boxes up in transit. But all were shipped and delivered in the correct time frame

-Regarding the refund - this is the refund less the 25% restocking fees as per our policies and as agreed to him in writing as well during the return authorization process (see enclosed)

-In reference to their return- we had shipped them a total of 7 boxes see enclosed, they only returned 5 boxes part of the shipment - see enclosed

-The refund was posted right away for the amount of 1047.00 (see enclosed) and we did inform him that the entire shipment was not received back and that the balance would be done once we received all of the items back. The total order was 1972.00, less the 25% restocking fee would be a refund total of 1479.00

Resolution:

At this time, even though we have not received the entire shipment back, I would be agreeable to refund the balance of 432.00 to make the refund a total of 1479.00 (which is the 1972.00 less the restocking fee)

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted].

They have agreed to refund to me $432.00. That is acceptable to me. How long would it take for the money to come into my account ?

Regards,

Review: I had ordered a crystal chandeliers from them for $1863.75. They were very glittering in the pics. They send the e-mail asking to confirm the order. I newer replayed with conformation.I got suspicious and check the consumer references on your web and the others. The consumer complaints are enormous! I e-mail them the next day that I cancel this order without confirmation. But they charged my credit card anyway.

The order #[redacted] came incomplete!

1.All smaller bids are missing,

2.the larger bids quantity is not enough for entire chandelier,

3. the conical lower canopy is smaller diameter than ring, it is not the right part.

4. All smaller bids are chip plastic! Not the crystal as you advertised.

5. Missing assembly rings for bids and other parts.

6. Missing installation documentation and the specification.

I consider this order is a scam and request full reimbursement to my credit card.

Also, I report your business to the Consumer Protection Bureau as well as to Revdex.com and [redacted]Desired Settlement: full refund to my credit card

Business

Response:

Hi!Yes thank you for your correspondence We have been and are currently in talks with this customer to resolve this issueWe will continue to update this case here in the Revdex.com forum as we have updatesThank you!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:the issue is not resolved.

Regards,

Business

Response:

order # [redacted]Hi!As per her desired request:"full refund to my credit card"We will be more then happy to give a full refund as soon as the items are sent back We are willing to pay for this return and have already sent return labels to have it come back to us at our expense I have attached return label in this response as well- please see attached As soon as the items are sent back we will refund asap in full Please also see all supporting documents such as the order copy and proof of delivery to the customerThank you!