Gallery Furniture

Revdex.com:At this time, my complaint, ID *** regarding Gallery Furniture has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** *** Sent: Sunday, February 08, 8:AM To: drteam Subject: Claim#: *** - Gallery Furniture Dear Revdex.com of Houston, I believe that I may have told you in my original letter to you that I am disabled and do not get the opportunity to check my email on a regular basis all depending on how my health is on any given day or something to that effectIn any case, the Complaint #: ***, to me is not yet resolved I wish to bring to your attention that on the attachments regarding the warranty information by *** *** ** ***, the section that is titled, "TO OBTAIN SERVICE UNDER THIS WARRANTY", it specifically states the following: The consumer must furnish sales receipt of purchase, showing date purchased, and name of frame and fabricPleas report any problems to the furniture retailer, (which in this case is Gallery Furniture), you purchased your product fromYour retailer will contact us for service arrangementsIf it is necessary to return the product to the *** *** *** for servicing, the transportation charges to and from the factory are the consumer's responsibility and are not covered by this warranty Several months ago when I had first researched this warranty information, I had called the Gallery Furniture store on the North Freeway and the young lady had told me that *** *** had been bought out by another company, I do not remember that company's name but it began with the letter "F"With that said, it clearly shows that Gallery Furniture will take responsibility in handling this warranty and by Gallery Furniture having full knowledge of and selling that warranty it must comply to the responsibilities of the warranty directly or as implied, of the items I have purchased from them Whenever Mr*** negotiates a contract with the manufacturers of the products he sells in his showrooms I would bet my life that the contract that he signed specifically states what his warranty obligations & responsibilities areTherefore Gallery Furniture has full knowledge that this warranty was and is a significant & featured part of the desire to purchase these items The lifetime warranty was the reason why I had purchased the product to begin with as was all of the many other purchases that I have mad at Gallery Furniture As a result of all of the above, Gallery shall be responsible for locating the company that had purchased *** *** ** *** to determine if they will honor the Warranty that was sold by *** ***On many occasions, when a company is purchased, a summary report is made of their assets and obligationsIn this case the obligation of the buyer of *** *** would be honoring my Lifetime WarrantyShould they not wish to honor that warranty, I feel that Gallery will either have to find a company to do the work at no cost to me whatsoever of replace the two items of equal or lesser value In summary: When Gallery Furniture purchased these items from the manufacturer, they also purchased their obligation to handle the warranty as described above With Highest Regards, *** ** *** *** *** -- *** *** "Rescuing one animal may not change the world, but for that animal their world is changed forever!" - It did for my *** - I miss you terribly - I LOVE YOU BABY GIRL!
Regards,

Revdex.com:At this time, I have not been contacted by Gallery Furniture regarding complaint ID ***.Sincerely,*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint B
Revdex.com HOW LONG ARE YOU GIVING THEM BEFORE ANYTHING IS DONE? THIS IS BEEN GOING ON SINCE MAYTHEY KEEP SAYING THE SAME THING10-DAYSHOW MANY 10-DAYS ARE YOU GOING TO GIVE THEMTHIS IS UNACCEPTABLE.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Gallery Furniture regarding complaint ID ***.Sincerely,
*** ***

Gallery Furniture's policy is to charge a restocking fee.  Gallery Furniture will waive the restocking fee in your case.  Please come into the I-45 store to reselect as soon as possible in order for Gallery Furniture to have you sleeping on a more comfortable mattress.  
 
Pick out a mattress in the same price range and all you will have to pay is the delivery charge and the difference in price, if  the selected mattress is more expensive.  
 
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have had issues with this furniture for the 6 months I have had it, I have had several repairs to this bedroom set for the 6 months.  If the center support is collapsing what would make me think a repair is an ok solution?  The same thing would happen again.  I also had spoken to Fred at Gallery Furniture and he agreed with me that it should not be happening and from the beginning till now this is unacceptable. He offered me a re-select, but had to get it approved yet I have not heard back from him since April [redacted]. So for the numerous repairs and time taken off of work for myself and my husband will Gallery Furniture stand by 100%  and make me wait hours for another repair.  The only thing at this point that would be acceptable to me is to return the furniture and a refund.  If they stand by their furniture 100% and this set has had multiple issues from the beginning they should take this furniture back and refund my money.  I am paying a lot of money for 6 months of aggravation and loss wages. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
Gallery Furniture's policy is to charge a restocking fee.  Gallery Furniture will waive the restocking fee in your case.  Please come into the I-45 store to reselect as soon as possible in order for Gallery Furniture to have you sleeping on a more comfortable mattress.  
 
Pick out a mattress in the same price range and all you will have to pay is the delivery charge and the difference in price, if  the selected mattress is more expensive.
 
 
 
 I accept the response it makes a lot of sense just in the response there is no where it says that I will still be able to exchange my new mattress if it has some problem within 90 days, and If I am exchanging the new mattress at anytime I would be happy to pay the restocking fee, as it is your store policy. Thank you so much for waiving out the restocking fee for my mattress now and I will be coming into the store and doing that exchange please let me know whom will I be speaking with and what days are good to do the exchange. I will come in and do that exchange try to find the mattress that best fits in the same price range or little expensive without paying the restocking fee and still be eligible  for an exchange within 90 of the exchange for the new mattress. please confirm all the information written here and a best time to come by. Please let me know if I have a way to take my mattress I will not be forced to have it delivered.
 
Any question please contact my cell phone number [redacted]
 
 
I just want this in writing before I get there so leaves no point for arguments, and disappointments.

this consumer placed an order on 12/**/17 and was told delivery would take 4-6 weeks.  the consumer received delivery on 1/**/17.  upon delivery, one of the legs for the headboard was defective.  The new replacement leg was ordered immediately upon delivery and the consumer was aware...

of this.  The leg has since arrived and the consumer is scheduled for delivery.  The mattress was ordered at a separate time under a different name other than this consumers.  The mattress and the leg are both scheduled for delivery.if you have any further questions, please feel free to contact us. regards, Gallery Furniture

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you [redacted] update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
 I went to gallery furniture and did my exchange the manager there name [redacted] was very professional and helped me exchange the mattress without any further  hassle. I am really happy for the exchange and had a restful sleep. I just don't understand why couldn't I get this solved without going through all this, but at the end of the day I am a happy person and I will still go back to gallery furniture to buy more....

Gallery Furniture would like to apologize for any of Gallery Furniture's employees that were perceived to be rude and/or unprofessional.  This is not and will not be condoned or tolerated and will be addressed.
 
Regarding your complaint, Gallery Furniture's policy concerning comfort...

exchanges on mattresses is as follows:
 
The customer has up to 90 days on a TempurPedic mattress to request a comfort exchange.  The customer is allowed one comfort exchange and must select a mattress of equal or greater value.
The mattress being returned must be in like new condition and was protected by a mattress protector.  The customer will be charged a 10% restocking fee and another delivery fee.  
 
[redacted] contacted Gallery Furniture on [redacted] and advised that the TempurPedic mattress purchased on [redacted] was too soft and wanted to exchange the mattress.  Gallery Furniture strives to satisfy all of Gallery Furniture customers; therefore, [redacted] was authorized to have one comfort exchange ten months after the original purchase.  However, all of the other Gallery Furniture comfort exchange policies still apply.
 
If you have any other questions or concerns please contact me.
 
Thank you,
[redacted]

I answered [redacted].  Gallery Furniture will break policy and waive the restocking fee if the mattress is in like new condition, as stated in Gallery Furniture's first response.
 
Thank you, [redacted].

Please see attached.

The warranty was offered by the manufacturer not Gallery Furniture, please contact the manufacturer.  If the manufacturer is not responsive you will have to pursue any recourse with the manufacturer or the manufacturers representative.

I ordered a couch and recliner chair from Gallery Furniture in Medford, NY. I paid cash/debit. I was told by the sales person George 4-6 weeks because they are already on order probably 4 weeks. Approaching the 6 week mark of course I called to see the status of my order. I was told there is a delay it will slightly longer for delivery, I spoke with a nice person named Rachael, I was concerned having my two childrens birthdays coming up, she said oh we can give you a loaner couch. I asked is it used? Dirty? etc I was told by her no its a new couch. They delivered a loveseat which was small and one side sank to the ground when sat on. I called the next day arranged for an exchanged loaner couch , which is not a couch but a loveseat recliner for two. I called every few days speaking to different people , different stories. Then I spoke with Fred and by this time my patience are thin.He assured me 4/**/16 the products were delivered to Californie instead of New Jersey so it would take a little longer. I called again no new information same story on 4/**/16 he said call back tom (Friday) I will know better what is happening. I gave it until today 4/**/16 I have lost all patience at this point because today I was told another 10 days. To add to the insult I have explained my anger and frustration because Gallery Furniture has never contacted me to give me any updates. I have called them at least 8 times, and today Fred tried to tell me how a conversation works while I was expressing my frustration ,I am a grown woman and am very aware of how a conversation works. Very very insulting. It is now 57 days I havent a couch, recliner or loveseat which was paid in full on Feb **,2016. Gallery Furniture did not have to wait to be paid.They practice very poor business and customer service in my opinion.

This sofa was picked up on Tuesday and the chargeback this consumer filed is not disputed.  This customer ordered a special order sectional and did not like the seam on the chaise.  This case is closed.

Mr. [redacted] claim would be filed with the manufacturer, [redacted], not Gallery Furniture.  Gallery Furniture has given a $300 in store credit to Mr. [redacted].  As Mr. [redacted] stated Gallery Furniture/ Mr. [redacted] does a lot of good in the community, that...

is why Gallery Furniture gave Mr. [redacted] an in store credit of $300 that Gallery Furniture had no obligation to do.  Again as stated in the complaint, the life time warranty on this 15 year old furniture was offered by the manufacturer not Gallery Furniture; therefore, Mr. [redacted] recourse is with the manufacturer.

I purchased a king bed set with mattress and a dining table set from Gallery Furniture last two weeks ago. The mattress delivered to us had a stain on it that went undetected at the time of delivery due to heavy daylight. Within two hours of delivery and under our room lights that huge stain was quite prominent. I immediately notified the sales staff with pics and details. The issue was escalated to the owner/manager Mr. [redacted]. He absolutely refused to take responsibility for a stained mattress that was delivered to us. On the contrary, he blamed it on us for staining it with urine in just two hours after delivery. Without checking or even sniffing the mattress, he assumed the stain was urine and blamed it on my two innocent older children!! This is a king mattress and it is in the master bedroom used by two adults. Our conversation in English lasted for about 20 mins and towards the end of our conversation he asked me if I understood English. This was the most embarassing comment to hear from an established businessman that claims to have sold and dealt with thousands of bedroom sets and customers. Unfortunately. Gallery furniture is a store with an owner/manager who absolutely lacks any customer service etiquettes. Inspite of several requests for an exchange that could have been easily taken care of by the owner he refused to honor our requests.

We are NOW stuck with a stained mattress for which we have paid full price. A very disappointing experience with Gallery Furniture.

Special orders are non refundable and non returnable.  As stated in my last few answers.  Gallery Furniture stands ready, willing and able to take care of any defective merchandise up to one year from original delivery date. this is our final answer. Regards, Gallery Furntiure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
 
In this Response there is no say of how many times in the last 10 months I have called to do the exchange I have called multiple times and have been given the wrong information, they say nothing about their employees doing anything wrong and yet I am wrong now for calling back after 10 months when I got hold of someone who actually listened for 5 minutes and who hung up the phone on me 3 times when I was  trying to exchange yet for another time . I spoke with someone name [redacted] or [redacted] he said I would have to purchase more expensive mattress in order to do that. if I am buying an expensive mattress why will I be charge a restocking fee? I am willing to do the exchange and pay extra  for the exchange but I just want one charge either I get another mattress for the same price I brought my mattress because right now I have less than a [redacted] dollars left for my balance because we are almost done paying for the first mattress we were uncomfortable and was unable to exchange for the past 10 months. Then he said once I make the exchange I will be ineligible from doing any other exchange with the tempurpedic which is unfair. I understand their is a 90 day period for all exchanges so if I will be getting a new mattress and I am getting a little more expensive mattress why would I be ineligible.
I refuse to pay the restocking fee and buy and expensive mattress. I am willing to do either or so please help me, it would help a lot in this economy as it was their employees mistake or leading wrong information.
 
Please let me know when I should go back to the store and do the exchange with out one of the fees mentioned above.