Gallery Furniture, Inc

I ordered a dresser on August 1, 2015. I never received the dresser. I made several attempts to communicate with the company.The order date was 8/1/15, 2:23p.m for a dresser, SKU number: HH-XXX-XX Summer Breeze 5 Drawer Chest. The order ID is [redacted] The Payment amount was $625, paid via the internet using my Visa credit card. I sent emails on Monday, September 21, XXXX X:XX PM, Friday, October 9, XXXX X:XX PM, and Monday, November 02, 2015 at 8:49 AM asking for updates. I spoke with someone on 11/5/15 and was told there was a delay because of craftsmanship of the dresser. Because of the upcoming thanksgiving holiday, they expected the dresser would not be available until December. I never heard anything back from the company in December. When I tried to call on the phone number I had XXX-XXX-XXXX, it says the number is temporarily unavailable.Desired SettlementMy credit card company is also pursuing this on my behalf, however I am seeking the Revdex.com's assistance in obtaining a refund to my credit card from this business. I have attempted to make contact as recent as today, 1/7/16, however the last interaction I had with anyone at the company was on 11/5/15.Business Response This case as well as others have come to our attention at a time when we Gallery Furniture have separated our selves form [redacted] an e-commerce site.This partnership was severed because of behavior by the other partners that we would not tolerate. These partners gave us the impression that all issues were taken care of; unfortunately we have now come to discover that this was incorrect.We Gallery Furniture are trying the best to correct these issues, some customers have been give the items they needed and paid for, some have received the money back in refund or credit card charge backs; it all has been taken care of on a case to case bases. We will do the best we can for all the customers because they are not responsible for the mistakes of others. We apologize for the great inconvenience this has caused and we hope they give us the opportunity to correct the issues; we only ask for patients.

I bought a leather Ashley loveset, sofa, and recliner and purchased a warranty for 5 yrs. The company will not honor the warranty!I bought a leather Ashley loveset, sofa, and recliner and purchased a warranty for 5 yrs. On 3/5/2011. The company will not honor the warranty now and when contacted they told me they have no record of the warranty. The lady stated "The way it looks this loveseat is been left alone with no protector special cleaner and noramlly on the warranty it's when you first see a crack also it's not even in my records". This is all that she has said to me since she asked me to text her the picture of the furniture and I also sent a picture of my reciept. I asked for her to send the warranty information to an email at work so that we may review it, she has not done so. I asked if she was getting my messges, she hasn't responded to me at all. I asked for the manager's name and number to contact him/her.Today was the second attempt to resolve the issue.Sales Rep was [redacted]I paid by check in full the date of purchase.$1,650 was the total with the warranty.$1,500 for the furniture and $150 for the warrantyXXX XX XX Love seatXXX XX XX SofaXXX XX XX ReclinerDesired SettlementI just want them to honor the warranty that I paid for. Repalcement or fixing the furniture.Business Response /[redacted]/We understand that this customer has the GBS insurance, but she what the customer does not understand from the insurance is that if you have a small damage you are to immediately report, call and place a claim; the customer cannot wait until the furniture is completely damaged and cannot be repaired. We do not provide store warranty. The warranty company has stated to us that it has been to long and the damage has not been a one day damage but continued excessive damage that was never reported in good time. It has been four years. We contacted the manufacturer and the item is discontinued and we cannot get parts to repair it; we have called the warranty company and they have denied the claim. we have explained this to the customer and now that we have exhausted all efforts and now we have no other way to correct this issue. we did all this trying to make an effort for a customer of ours, but we have no other avenues to help further. Money according to our terms and policies in our receipts is only given in 30 days of purchase it has been 3 to 4 years. We regret the dissatisfaction of this customer and we wish that we could assist further; but there is nothing else we can do regretfully.Consumer Response /[redacted]/They stated the warranty would covoer anything for 5 years. No limit on time was stated up to the 5 years. If the furniture would only last 3 years, why would you want to sell it? Not returning phone calls and text that you told me to tell you about the furniture isn't a good way to run a business either. Text are for teenagers not businesses.Final Business Response /[redacted]/It has been 4 years and perhaps the customer has miss understood how the insurance company works; this is what the insurance company told us in regards to her case: the insurance will cover the day to day small accidents but it is the responsibility of the customer to contact the insurance company immediately and do not wait until the item that was purchased to be completely un-repairable and to make matters worse this particular furniture has been discontinued therefore parts cannot be order.We are no longer responsible for the repair of this item, our limit is one year(store) that is when the insurance steps in; but according to the insurance this is beyond what they would cover because the customer waited far too long to establish a claim. We do not know what the insurance will do in this case.Also the individual that sold her the insurance has not been working here for 3 years and we cannot ask him as to what he told the customer.

I purchased a bedroom set online on July 27th 2015. The furniture was delivered on September 12th with a broken head board (cracked) and a missing slots to place the mattress. I am unable to use the bed since the mattress slots are missing and the head board is unstable with a big crack. I called and emailed the company numerous times with no reply. When I call the customer service there is a voicemail or an automated message saying to send an email. I need the missing parts replaced or the items returned. ( order number 3487).Order_Number: 3487Desired SettlementI want to return or replace damaged furniture.Business Response This case has come to our attention at a time when we Gallery Furniture have separated our selves form NC gallery Furniture.This partnership was severed because of behavior by the other partners that we would not tolerate. these partner gave us the impression that all issues were taken care of; unfortunately we have now come to discover that that was incorrect.We Gallery Furniture are trying the best to correct these issues, some customers have been give the items they needed, some have received the money back it all has been taken care of on a case to case bases. We will do the best we can for all the customers because they are not responsible for the mistakes of others. We apologize for the great inconvenience this has caused and we hope they give us the opportunity to correct the issues; we only ask for patients.

Furniture that was ordered in February to be delivered in April has still not been delivered.I ordered 2 bedroom suites, coffee table and 2 end tables, and a dining room suite including table, 8 chairs, and a buffet. Most of the furniture was delivered in May/June. 1 of the end tables was damaged and returned with the delivery people. I am still waiting for a new table. My dining room table was two pieces. The top came, but the trestle bottom was not there. The delivery people told me that the table and trestle would be brought back in 3 weeks which was their next delivery in my area. This was at the end of May, and it's now the middle of July. I have repeatedly asked for updates, etc. but no one gives me a date I would even be happy if I was able to choose another dining suite to get it sooner, but was told that anything I "returned" would be subject to a 40% return fee. I can't return it if I never got it. I am at my wits end. My husband and I slept on the floor on mattresses until the bedroom suite finally arrived, but it's difficult to have people eat off the table on the floor!! I have never had such poor service!Desired SettlementI would like the rest of my furniture delivered in good condition. I paid for "white glove delivery" and would like to have my furniture immediately.Business Response /[redacted]/Contact Name and Title: [redacted] / OwnerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@hotmail.comThe case in question makes us very sad. We have been in this business for 16 years and we have had our share of problems; but never like this. We have started an E-comers site in witch we have never had these kind of issues as well; but our problem has been that we trusted a delivery company [redacted] This delivery company [redacted] has put us in this position by their incompetence. We are in the process of correcting this delivery issue. Yes we are at the mercy of the manufactures of furniture and we have no control as to when we receive the items for our customers, but it is our goal to keep our customers happy and satisfied, unfortunately when we started to us [redacted] on our internet sales deliveries we realized they do not have the same goals as we do. We cannot stress how disappointed we are and how sorry, but we will take care of our customer in any way that we can and via other delivery company. [redacted] made us promises in how they would take care of our customer and they have fallen short of said promises. We hope this customer gives us the time needed to correct this mess.Consumer Response /[redacted]/Unfortunately, the response still doesn't give me an estimated date for delivery or even tell me if they have the furniture from the manufacturer. If they cannot get the furniture to me quickly, I'd like for them to offer another set which can be delivered quickly. It is also with regret that I will have to initiate legal action if this is not taken care of promptly.

Bought mattress wrong one delivered bed is uncomfortable refused to deliver the correct mattress. Bought an apartment full of furniture in cash for my brothers new apartment. I picked out a memory foam mattress after two months is started to sink and became very uncomfortable. Called gallery furniture and was told they will not replace it because the wrong mattress was delivered. It is not my fault they delivered the wrong bed. I asked them to replace the mattress with the one I paid for, the refused. After 8 weeks of constant calling with no results, I finally spoke with [redacted] which I was told I had to file a complaint with the manufacture mattress company. I explained to her that I wanted the mattress I paid for not a replacement for a mattress that I should not have gotten. I finally spoke with Owner last week he promised he would take care of the situation and not to worry and he would get back to me Monday (two days). Owner never returned my call. I then again Today spoke with [redacted] and she told me that she did hear the owner tell me he would handle the problem and she doesn't know why he didn't. She suggested I fill out a form I was emailed and file a damage form and it will be sent to the manufacture. How is the warranty department going to replace a mattress when the mattress I paid for is not the mattress that was delivered. All I want them to do is deliver the correct mattress. They refuse to help me what so ever. they do not understand that my recipt does not match the mattress that was delivered so I cannot get it replaced by the manufacture just for being the wrong mattress. It is defected as well having a deep indent in it and no one wants to help me.Desired SettlementI would like a replacement, but with that being said a refund would be best so I can purchase a mattress from a store that cares about their customers and will help with any issues that may happen. Business Response /[redacted]/Our department has spoken to the manufacture company to advice us as to how we can proceed and help this customer. The company that made this mattress is no longer in business. We are working closely to another company to replace with a new mattress. Once this manufacturer gives us the item we will contact the sister of the customer to schedule a delivery date. We will give the customer a new mattress with the equivalent price to the purchased original item.