Galleria has checked with the manufacture twice on this merchandise Both times, after examining the furniture, the manufacture has determined this is wear and tear However, Galleria does not want the customer unhappy with merchandise they purchased from us, so
have agreed with the customer to let them re-select another group with no restocking fees Customer will be coming in this weekend to re-select
Initial Business Response /* (1000, 5, 2015/09/15) */
Galleria has reviewed the facts in this complaintMs*** purchased this recliner "AS IS" and accepted the piece of furniture "AS IS"As Is merchandise is sold with a no exchange no return policyThe furniture was examined by the
customerThe customer had the recliner in her possession a week before her complaintWhat happened to the recliner during that time is undetermined by us
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I inspected a recliner was that the recliner I recieved? I'm not sureSince there were identical recliners right next to each otherThe recliner I looked at and sat in did not have a urine smellThe sales person said they cleaned the recliner because they were returned from a customerIf thats the case they knew there was urine on one of the recliners but resold that piece anywayI had not moved into the home and don't own cats
The chair sat in the home I was moving intoI have called a few places that clean furniture and was told that if galleria used chemicals to clean the chair then the urine smell will be almost impossible to get outTherefore I feel that Galleria should refund the purchase price
Final Consumer Response /* (2000, 15, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That would be fineI will contact the store
Final Business Response /* (4000, 13, 2015/09/24) */
Galleria has chosen to pick the recliner up with a full refund of the recliner
Revdex.com:
I am following up on case #[redacted] regarding Galleria Furniture. As explained in my last response, I offered Galleria 3 choices that I felt were extremely reasonable: return the entire set of furniture for full refund, allow galleria to attempt to repair the furniture with a $500 rebate for the poor experience, or accept a $750 rebate to keep the furniture as is. Mk I never heard back from Galleria regarding this offer. As explained and evidenced in my photos of our original invoice, their claims about my original order were simply not true. The wait time, extremely poor customer service, and very poor quality of this furniture hardly value it at over $2000. I am attaching additional photos of the crooked measurements of the bed stand drawers and the fact that the interior wood is chipped and rough and the lacquer is now chipping away after less than a year of owning this furniture. Although I feel that a $750 rebate is more than fair and that I should have been treated with far more respect as a customer (have still heard no apology or ownership), I am quite [redacted]ly tired of this process. I only hope that future consumers will have the good sense to shop elsewhere. I will accept the $500 rebate previously offered by Galleria Furniture in order to put this situation behind me. They can apply this credit to my Galleria Furniture credit card balance. Thank you.
Sincerely,
[redacted]
Customer had the merchandise in her possession over 2 weeks before contacting us. The furniture was purchased "As Is" with no warranty. When the furniture left our location it did not have bed bugs. Our policy on "As Is" furniture is: All items are non-refundable, non...
returnable, or exchangeable. This is information is listed on the back of the customer receipt. In addition to the "As IS' policy we have a 48 return policy which is also listed on the customers receipt.
Ms. [redacted] purchased merchandise at Galleria Furniture in late December, 2016 . She received all of her merchandise except one piece on January 23, 2017 At the time of her purchase, she was told that the media chest would be placed on special order. Special orders customers are informed...
that special orders may take up to 12-15 weeks for delivery. Her media chest arrived on schedule and was delivered on March 11, 2017. As per Ms. [redacted] statement about the customer service and the GM only sporadically returning calls and email, it is difficult to speak directly to Ms. [redacted] as 4 out of 5 attempts to reach her have gone to her voice mail with no return call. We did send our service technician, who by the way, never stated that the furniture was of poor craftsmanship. We have offered to pick up the furniture and repair any slight imperfections that the customer feels are present, however, once again many attempts have been made with phone calls which have gone to voice mail with no return call. As always, we are more than willing to correct any imperfections on furniture sold by Galleria Furniture. The customer has had all the merchandise except the media chest in her home since January, 2017 and the Media chest since March 2017. Having had the merchandise in her possession for over 7-10 months, our offer to repair slight imperfections still stands.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
First my name is not Miss [redacted]. This is a great example of the poor customer service I have received. I am also not surprised that [redacted] claims I am lying about no one telling us a piece was on back order, lying about trying to contact the store since January and lying about the repair man telling me the set was poorly crafted and that his advice was to exchange it for another set. He called me a liar repeatedly in our phone conversation yesterday. Only after submitted my complaint to Revdex.com last Wednesday did I get my very first voicemail from [redacted]. I left two messages with reception staff before speaking to him yesterday. That hardly makes me difficult to reach. I will gladly provide email records that show the log and arduous process of getting any response or resolve in this matter. As I told [redacted] yesterday, I am totally uncomfortable sending all of our furniture off for repair (5 pieces are defective) given the history of horrible service. A brand new set of furniture should not require repair to every piece! I will accept a 1000 refund or I will return the entire set for full refund. I did tell [redacted] I would allow for a repair if he also credited me 500 for the enormous nightmare this has been. He refused.
Initial Business Response /* (1000, 5, 2015/08/05) */
As Ms. [redacted] stated in her complaint, Galleria Furniture replaced her furniture the first time as a courtesy to her since she felt it was defective. We were not obligated to do this, but we valued her business and wanted to make sure she had...
quality furniture. She felt the cushions were not adequate. She personally inspected and accepted the second set of furniture. Our sales force did offer her the opportunity to exchange her set for another brand if she so desired. She refused that offer. Our service tech did another inspection on the second set after Ms. [redacted] complained again about the furniture sinking. When the merchandise left our store it was in perfect condition as she stated. Wells Fargo has also investigated her complaint and has denied her right to dispute the charge. We sincerely regret that Ms. [redacted] is still not pleased with her furniture.
Initial Consumer Rebuttal /* (3000, 13, 2015/09/15) */
my name is [redacted] I am following up on my last entry I talked to [redacted]@oklahomaCity.Revdex.com.org at 10:15am this morning, I RECIEVED A LETTER FROM WELL FROM [redacted] HALL AT XXXX-XXX-XXXX EXT.3027 SHE INFORMED ME THAT WHEN SHE CONTACTED GALLERIA FURNITURE THEY ARE STILL SAYING THEY DID NOT FIND THE FURNITURE DEFECTIVE AND WILLNOT ALLOW A RETURN OR EXCHANGE.I DIDNOT ASK FOR A RETURN OR EXCHANGE I TOLD THEM WITH THE FIRST DEFECTIVE FURNITURE THAT WAS WHAT PICKED OUT AND THAT WAS WHAT I WANTED. GALLERIA ALSO SAID THE CUSHIONS ARE WARRANTED FOR 5 YEARS FROM THE DATE OF PURCHASE AGAINST LOSS AND RESILIENCY. AND THE MERCHANT(GALLERIA)INFORMED THEM IN ORDER TO MOVE FORWARD WITH THIS COMPLAINT IT IS STILL MY RESPONSIBILITY TO CONTACT THE MANUFACTURERS REGARDING MY ISSUES. I HAVE MY INVOICE SHEET FROM GALLERIA(THE MERCHANT)AND ON THE BACK OF THE SHEET IT READSIN THE VERY FIRST PARAGRAPH IF ANY OF THE FOLLOWING DEFECTS APPEAR WITHIN A 1 YEAR PERIOD WHICH MINE FALLS UNDER SECTION B GALLERIA WILL MAKE INSHOP REPAIRS AT THIRE FACILITY.
Galleria has checked with the manufacture twice on this merchandise Both times, after examining the furniture, the manufacture has determined this is wear and tear However, Galleria does not want the customer unhappy with merchandise they purchased from us, so
have agreed with the customer to let them re-select another group with no restocking fees Customer will be coming in this weekend to re-select
Initial Business Response /* (1000, 5, 2015/09/15) */
Galleria has reviewed the facts in this complaintMs*** purchased this recliner "AS IS" and accepted the piece of furniture "AS IS"As Is merchandise is sold with a no exchange no return policyThe furniture was examined by the
customerThe customer had the recliner in her possession a week before her complaintWhat happened to the recliner during that time is undetermined by us
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I inspected a recliner was that the recliner I recieved? I'm not sureSince there were identical recliners right next to each otherThe recliner I looked at and sat in did not have a urine smellThe sales person said they cleaned the recliner because they were returned from a customerIf thats the case they knew there was urine on one of the recliners but resold that piece anywayI had not moved into the home and don't own cats
The chair sat in the home I was moving intoI have called a few places that clean furniture and was told that if galleria used chemicals to clean the chair then the urine smell will be almost impossible to get outTherefore I feel that Galleria should refund the purchase price
Final Consumer Response /* (2000, 15, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That would be fineI will contact the store
Final Business Response /* (4000, 13, 2015/09/24) */
Galleria has chosen to pick the recliner up with a full refund of the recliner
Revdex.com:
I am following up on case #[redacted] regarding Galleria Furniture. As explained in my last response, I offered Galleria 3 choices that I felt were extremely reasonable: return the entire set of furniture for full refund, allow galleria to attempt to repair the furniture with a $500 rebate for the poor experience, or accept a $750 rebate to keep the furniture as is. Mk I never heard back from Galleria regarding this offer. As explained and evidenced in my photos of our original invoice, their claims about my original order were simply not true. The wait time, extremely poor customer service, and very poor quality of this furniture hardly value it at over $2000. I am attaching additional photos of the crooked measurements of the bed stand drawers and the fact that the interior wood is chipped and rough and the lacquer is now chipping away after less than a year of owning this furniture. Although I feel that a $750 rebate is more than fair and that I should have been treated with far more respect as a customer (have still heard no apology or ownership), I am quite [redacted]ly tired of this process. I only hope that future consumers will have the good sense to shop elsewhere. I will accept the $500 rebate previously offered by Galleria Furniture in order to put this situation behind me. They can apply this credit to my Galleria Furniture credit card balance. Thank you.
Sincerely,
[redacted]
Customer had the merchandise in her possession over 2 weeks before contacting us. The furniture was purchased "As Is" with no warranty. When the furniture left our location it did not have bed bugs. Our policy on "As Is" furniture is: All items are non-refundable, non...
returnable, or exchangeable. This is information is listed on the back of the customer receipt. In addition to the "As IS' policy we have a 48 return policy which is also listed on the customers receipt.
Ms. [redacted] purchased merchandise at Galleria Furniture in late December, 2016 . She received all of her merchandise except one piece on January 23, 2017 At the time of her purchase, she was told that the media chest would be placed on special order. Special orders customers are informed...
that special orders may take up to 12-15 weeks for delivery. Her media chest arrived on schedule and was delivered on March 11, 2017. As per Ms. [redacted] statement about the customer service and the GM only sporadically returning calls and email, it is difficult to speak directly to Ms. [redacted] as 4 out of 5 attempts to reach her have gone to her voice mail with no return call. We did send our service technician, who by the way, never stated that the furniture was of poor craftsmanship. We have offered to pick up the furniture and repair any slight imperfections that the customer feels are present, however, once again many attempts have been made with phone calls which have gone to voice mail with no return call. As always, we are more than willing to correct any imperfections on furniture sold by Galleria Furniture. The customer has had all the merchandise except the media chest in her home since January, 2017 and the Media chest since March 2017. Having had the merchandise in her possession for over 7-10 months, our offer to repair slight imperfections still stands.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Galleria Furniture has contacted Ms. [redacted] and has refunded her purchase in full.
First my name is not Miss [redacted]. This is a great example of the poor customer service I have received. I am also not surprised that [redacted] claims I am lying about no one telling us a piece was on back order, lying about trying to contact the store since January and lying about the repair man telling me the set was poorly crafted and that his advice was to exchange it for another set. He called me a liar repeatedly in our phone conversation yesterday. Only after submitted my complaint to Revdex.com last Wednesday did I get my very first voicemail from [redacted]. I left two messages with reception staff before speaking to him yesterday. That hardly makes me difficult to reach. I will gladly provide email records that show the log and arduous process of getting any response or resolve in this matter. As I told [redacted] yesterday, I am totally uncomfortable sending all of our furniture off for repair (5 pieces are defective) given the history of horrible service. A brand new set of furniture should not require repair to every piece! I will accept a 1000 refund or I will return the entire set for full refund. I did tell [redacted] I would allow for a repair if he also credited me 500 for the enormous nightmare this has been. He refused.
Initial Business Response /* (1000, 5, 2015/08/05) */
As Ms. [redacted] stated in her complaint, Galleria Furniture replaced her furniture the first time as a courtesy to her since she felt it was defective. We were not obligated to do this, but we valued her business and wanted to make sure she had...
quality furniture. She felt the cushions were not adequate. She personally inspected and accepted the second set of furniture. Our sales force did offer her the opportunity to exchange her set for another brand if she so desired. She refused that offer. Our service tech did another inspection on the second set after Ms. [redacted] complained again about the furniture sinking. When the merchandise left our store it was in perfect condition as she stated. Wells Fargo has also investigated her complaint and has denied her right to dispute the charge. We sincerely regret that Ms. [redacted] is still not pleased with her furniture.
Initial Consumer Rebuttal /* (3000, 13, 2015/09/15) */
my name is [redacted] I am following up on my last entry I talked to [redacted]@oklahomaCity.Revdex.com.org at 10:15am this morning, I RECIEVED A LETTER FROM WELL FROM [redacted] HALL AT XXXX-XXX-XXXX EXT.3027 SHE INFORMED ME THAT WHEN SHE CONTACTED GALLERIA FURNITURE THEY ARE STILL SAYING THEY DID NOT FIND THE FURNITURE DEFECTIVE AND WILLNOT ALLOW A RETURN OR EXCHANGE.I DIDNOT ASK FOR A RETURN OR EXCHANGE I TOLD THEM WITH THE FIRST DEFECTIVE FURNITURE THAT WAS WHAT PICKED OUT AND THAT WAS WHAT I WANTED. GALLERIA ALSO SAID THE CUSHIONS ARE WARRANTED FOR 5 YEARS FROM THE DATE OF PURCHASE AGAINST LOSS AND RESILIENCY. AND THE MERCHANT(GALLERIA)INFORMED THEM IN ORDER TO MOVE FORWARD WITH THIS COMPLAINT IT IS STILL MY RESPONSIBILITY TO CONTACT THE MANUFACTURERS REGARDING MY ISSUES. I HAVE MY INVOICE SHEET FROM GALLERIA(THE MERCHANT)AND ON THE BACK OF THE SHEET IT READSIN THE VERY FIRST PARAGRAPH IF ANY OF THE FOLLOWING DEFECTS APPEAR WITHIN A 1 YEAR PERIOD WHICH MINE FALLS UNDER SECTION B GALLERIA WILL MAKE INSHOP REPAIRS AT THIRE FACILITY.