Home Gallery, Inc.

To Whom it May Concern:We are sorry the customer changed her mind about her order.The customer placed an order via our website on 2/ We processed the order and advised it would take - weeks to deliver The manufacturer shipped the order on 2/16, and the customer
requested that we cancel her order on 2/ UPS delivered the order on 2/24/ We processed, shipped, and delivered the order in accordance with the Terms & Conditions of Sale the customer agreed to before she submitted her order.We could not reroute the order during the shipping process On 2/18, we e-mailed the customer and instructed, "When the order arrives, you may contact us in the Customer Service department at this email address to initiate a return under our Standard Return Policy" (see e-mail enclosed).The customer contacted another employee at our company on 2/25, and a customer service representative e-mailed the customer the same day to inform her that we requested an return authorization number from the manufacturer We followwith the manufacturer on 2/26, 2/27, and 3/with all the requested information to process the return We informed the customer on 3/that we expected to have the return authorization for her on 3/3, and we sent the return authorization number and return shipping address on 3/3.In accordance with our Cancellation & Return policy, the customer is to arrange and pay for the return shipping The customer requested assistance with executing the return, and since we would be paying for the return shipping fees, we asked her to agree to an adjusted return fee and refund amount.The customer agreed to the adjusted amount and asked us to create a return shipping label on 3/ We provided the return shipping label on 3/and piis arranged for 3/11.We are sorry for any frustration or inconvenience to the customer She will be receiving the agreed upon refund for the order once it is received and inspected by the manufacturer.Sincerely,*** ***Customer Service ManagerHome Gallery, Inc.*** x ***

To Whom It May Concern, Kindly see Home Gallery's response in the attached documentShould you have any questions or require additional information, please do not hesitate to let us knowThank you

Several months ago I ordered furniture from Home Gallery Stores which cost around ***, within hours of placing my order they billed my credit card I received no email confirmation, after numerous emails and phone calls they told me that I would receive my furniture within 6-weeks About months later, I never heard anything about my order or any status updates on when a delivery would take placeI sent numerous emails which went unanswered and made several phone calls which were immediately directed to their voicemail and never returned I called up to place an order and reached a sales person who upon asking them about my order re-routed my call to their support voicemail which goes unansweredAfter over a dozen attempts I finally talked to a customer support person who told me that my order was "pending" and they did not have an estimated date of delivery because it was on order from the manufacturer They refused to give me a refund (since the order had already been placed) and since the order was placed over days ago, it will be difficult to dispute with the credit card company When they discussed the item that I had purchased, they stated it was a similar but lower priced item than one that I had selectedI purchased an 8' foot dining room set for ***, but they stated that it was the 6' dining room set for *** When I checked their site I found that over the past months they had raised the price of the 8' dining room table from *** to *** and the 6' dining room table from *** to *** They were now going equate the purchase to the smaller table to account for their costs which had gone up I asked for an immediate refundI have yet to receive a refund Their website clearly states a full money back guarantee which is obviously falseThis was a terrible experience which has both wasted my time and money I hope that no one else makes the same mistake and that they avoid Home Gallery Stores at all costsHome Gallery Stores has terrible customer service and do not treat their customers well I faced the following issues when dealing with HomeGalleryStores.com:
1) Once an order has been placed, months will go by without any status updates, verification, or estimates of when the products will be delivered2) Their customer service is impossible to reach over the phone and they never return emails or voicemail's3) If you call their sales department under the presumption that you are placing a new order, a live sales person will answer the phone, but they will redirect you to the support voicemail (which goes unanswered), will have no answers to your questions about your existing order, and will be rude and try to get you off the phone as quickly as possible After repeated calls even the sales department will recognize your phone number on their called id and will no longer answer your calls4) If you ask for a refund They will refuse to refund your money and ask for a 60% restocking fee5) If for any reason you need to reschedule the delivery of your goods, they will demand a 33% re-delivery feeThis company, Home Gallery Stores, provides very poor customer service, they are dishonest, and try to deceive customers They refuse to take responsibility for their actions and point the finger of blame at their customers

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI received a letter from the Revdex.com with an explanation from Home GalleryI did contact them on 12/16/inquiring about a replacement item only to be told that item listed as available on their website was also not in stockIt was my request that they review the items listed on their site and remove any item that the manufacturer no longer had in stockI request that this complaint remain on Home Gallery's record until they have cleaned up their website completely and all items are actually in stockWith identity fraud a daily occurrence
too many unsuspecting consumers will enter credit card information for a product they will never receiveIt may have been an honest mistake on their part for one item but not for multiple itemsI would be very careful ordering from this site
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
$is not approximately 50% offit is approximately 36% offI would be inclined to accept a 45% reduction with is plus the prorate yr warranty of $A total reimbursement of $1,

This is my second complaint within the past month with this companyToday on Oct I again had a Scheduled deliveryUpon, the delivery companies arrival the driver recommended to me that I should reject the entire order due to damagesI went to the truck and took some pictures of just some of the damage noted by the driverThe reason I refused the entire shipment was due to any hidden damages that I could not see as to the way the pallet was packedI have tried numerous times today to contact a representative from home gallery, with no resultsAs stated in my previous complaint this has been going on since May of this yearNow according to previous correspondence with Home Galley their policy is no refundsAfter six months, we feel that we are now the victims in all of thisAll that we want is to get a full refund, and any compensations should be between Home Gallery and whatever shipping /delivery company that they choseAgain, we feel that months of waiting for our purchase to be delivered undamaged is not an unachievable requestWe have waited patiently, but enough is enough and we want our money back so that we can purchase a Dining Room Set locally and be done with all of thisPlease put yourself in our position, hoe would you feelYour assistance would be greatly appreciatedThank you again

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

To Whom It May Concern,
Kindly see Home Gallery's response in the attached documentShould you have any questions or require additional information, please do not hesitate to let us knowThank you

To Whom It
May Concern, We sincerely apologize for any inconvenience the
customer has experienced regarding their HomeGalleryStores.com orderWe are
sympathetic to the delays they have experienced and we had diligently worked with
the *** *** *** *** in order to
resolve
this issue and re-deliver the customer EID/Order
#*** to them.We
understand that it is disappointing when an order arrives and the goods do not
meet the customer’s expectations. In
this case we experienced Delivery Issues with the Shipper, and were in the
process of handling the customer’s resolution as expediently as possibleThe
failure of the Shipper to not have contacted the customer for their scheduled
delivery is not our way of assisting our customers and we are very sorry that
the customer did not receive their order as they expected.We
have come to resolution on this Order #*** by refunding customer, *** *** the full amount of his Order of $ to
his original form of payment as of 8/17/2016.Further information and documentation is available upon
request

Revdex.com Case No*** September 12, We regret that our customer has filed a complaint with the Revdex.com regarding this matter We offer the following explanation for the difference in pricing/availability between CLEARANCE items and other items on our site Our customer
purchased a model *** on 9/5/2016. From the language of our Terms & Conditions of Sale, which are presented during the checkout process and via personal email confirmations following any sale, CLEARANCE items are described as such: “Clearance Store items may be factory-direct, cancelled, or returned items.” CLEARANCE items are the result of our direct ownership of the merchandise either from our bulk purchase from a factory or from a previous customer’s cancelled sale. We have the right (as a seller) to offer deeper discount pricing on these products. Our CLEARANCE items are shown on our SALE tab. Since we own the items, we can market them and price them more agreeably to result in customer purchaseThe dining set purchased by our customer was found to have experienced damage while in our warehouse. As a result of the damage, we cancelled the customer’s order and refunded the source of payment in full. The set purchased by the customer was the only such set in our warehouse. We did not have another set in CLEARANCE. Our Terms & Conditions of Sale further specify the following: “Home Gallery Stores reserves the right to correct pricing and/or product descriptions upon discovery of incorrect pricing and/or product descriptions. This includes corrections to quotes and submitted orders. Home Gallery Stores reserves the right to cancel any order for any reason, and we will offer a full refund if we choose to cancel your order.”Since we could not fulfill the order with merchandise from our CLEARANCE items, we cancelled the customer’s order, notified the customer in writing and refunded the order in full.Since the set is no longer available in our CLEARANCE items, should the customer wish to place an order for the set, the order would follow the protocol of a “special order” from the factory, subject to current factory pricing standards for merchandise. Current factory pricing (less any discounts allowed by the factory) with FREE shipping or a shipping charge as determined by the delivery destination and method would apply to the order The order would likely result in higher pricing than the CLEARANCE item.The Home Gallery Stores welcomes the opportunity to assist our customer with another purchase Our team is available for questions related to the products we sell, our Limited Warranty for Damage or Defect and our Cancellation & Return PolicyAdditional information is available on the Home Gallery Stores FAQ page. Sincerely,Home Gallery Stores Inc

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

“The
business responded to this complaint but asked that its response not be
published.”

Dear *** *** We apologize that our customer is displeased with our response to the damage they reported after their delivery took place on 8/4/We provided an “In-Home Delivery with Set-Up” delivery for this order, meaning the order is brought into the customer’s home, into their room
of choice, and set up for themThe Bill of Lading is signed and initialed, when the drivers have completed delivery of the order in acceptable conditionPlease see enclosed Signed and initialed Bill Of LadingThe order was delivered on 8/4/with a signed Bill of Lading free from any notationsOur customer contacted us on 8/11/to report that the order was delivered with damageDue to the time that past since the order was delivered and when the issue was reported, as well as not noting any issue on the Bill of Lading, we cannot attribute this damage to our carriers handling of the orderIn an effort to satisfy this complaint, we will contact the manufacturer to see if they will cover this issue under their manufacturers warrantyPlease be advised that if the manufacturer approves a replacement, our customer will be responsible for the shipping of the replacement, due to the manufacturers warranty does not cover shipping. Thank you, L*** F*Senior Customer Service Specialist *** *** *** Encl:Signed Bill of Lading Copy of order, including the Terms and Conditions of Sale We request that this complaint does not negatively affect our rating, as this order was not delivered with damage or defectWe will gladly assist the customer within the manufacturers Limited Warranty and our Terms and Conditions of Sale Thank you, L*** F* Senior Customer Service Specialist *** *** *** Encl: Signed Bill of Lading Copy of order, including the Terms and Conditions of Sale

Revdex.com:
Please close out. I purchased another dining set for a local vendor and would like a refund from Homes Gallery ASAP. Basically they had one table marked as clearance and then the same exact set listed at regular price. So since they the clearance set was damaged...they canceled and want me to order the same exact set for hundreds more. So they do have the same exact set available, just now it's not listed in the clearance section. I wonder how many "clearance" orders get canceled and then they direct the customer to buy the same exact furniture for hundreds more.
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to refund my money ASAP and will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Good Afternoon *** ***
We are very sorry that our customer has had this delivery
experienceIssues such as accidental damages occur for a small percentage of
our ordersIn this case the resolution took longer than we anticipated, and
had some communication issues during the
resolution processWe have addressed
those issues with our delivery partner’s management teamAs of 10/23/the customer is now scheduled for delivery
of their complete order on 10/30/We have provided our delivery partner
with special instructions to ensure that the delivery on 10/is successful
We contacted the customer 10/26/to provide them with
our information, in the case that the delivery on 10/does not go as
planned
We regret that this customer had this experience, and we apologize
for the inconvenience this has causedWe want our customer to receive their
order, so they can start to use and enjoy it
Sincerely, *** ***
*** *** *** *** *** ***
*** *** ***

Revdex.com Case# [redacted]Customer: [redacted] Purchase Order# [redacted]
We greatly
apologize for the delay this customer has experienced with their order for the [redacted] The delays we have faced with
this order are unusual, and as such we have offered the customer a...

discount on
the order or to cancel the order for a full refund given the circumstances.The original
order suffered damage at delivery on 4/28 and was refused.  Because this item is custom-made, there is a
4-6 week lead time on production. To date, we have ordered 2 replacements for
this customer and both have arrived to our shipping partner with manufacturer
defect issues. We notified
the customer each time this has occurred. When the 1st replacement
arrived with issues, we provided the customer with a $150 discount on 6/21, which
they accepted. We offered to provide the customer with a full refund to cancel
this order when the 2nd replacement arrived with issues on 7/13. The
customer stated they did not want to cancel the order and that they needed the
chair. We have placed an order for a 3rd replacement. Our Customer
Service manager spoke at length with the customer over the phone on 7/21 and
also followed up with an email which stated that their replacement would arrive
within 4-6 weeks, and that we are committed in
keeping them updated on a regular basis (every 7-10 days) so they are well
informed on the status of their order. We reached out to the customer last on
7/28 to let them know the replacement was still in production at the
manufacturer, and we will continue to update them until the order is
successfully delivered. To our knowledge, the customer is graciously accepting
of this delay and will allow us to follow through in completing their order.

To Whom It
May Concern, We sincerely apologize for any inconvenience the
customer has experienced regarding their HomeGalleryStores.com order. We are
sympathetic to the delays they have experienced and we had diligently worked with
the [redacted]  in order to
resolve this issue...

and re-deliver the customer   EID/Order
#[redacted] to them.We
understand that it is disappointing when an order arrives and the goods do not
meet the customer’s expectations.  In
this case we experienced Delivery Issues with the Shipper, and were in the
process of handling the customer’s resolution as expediently as possible. The
failure of the Shipper to not have contacted the customer for their scheduled
delivery is not our way of assisting our customers and we are very sorry that
the customer did not receive their order as they expected.We
have come to resolution on this Order #[redacted] by refunding  customer, [redacted]  the full amount of his Order of $ 655.64 to
his original form of payment as of 8/17/2016.Further information and documentation is available upon
request.

September 6, 2016Response to Complaint Revdex.com Case [redacted], Customer [redacted]Our customer purchased a table via our website on 7/28/2016.  Because of the size and nature of her order, it was deliverable by GROUND SHIPPING (Drop Ship) --[redacted].  The manufacturer of the table orchestrated...

delivery directly to the consumer.  As is customary with GROUND SHIPPING (Drop Ship)--[redacted], neither an appointment nor a signature was required for delivery.   Our means for delivery of this order was provided to the customer during checkout.   A link to further information related to GROUND SHIPPING was provided in our emailed order confirmation with details as stated below: Limited Warranty for Damage or Defect – GROUND (DROP-SHIP):Home Gallery’s “Limited Warranty for Damage or Defect” guarantees that for “Ground” delivery service, we will restore or replace (at our expense and discretion) goods delivered incorrect, damaged, or defective, as long as you follow these instructions:1.     Notify Home Gallery Stores of damage/defect/shortage/incorrect items within 24 hours of delivery.2.     Provide pictures of the packaging and damaged/defective/incorrect items within 24 hours of delivery.PLEASE NOTE, for “GROUND” delivery, Home Gallery Stores will not remedy, restore, or replace items that arrive with damage or defect if the issue is reported more than 24 hours after delivery.  For “Ground” delivery orders that arrive with damage or defect, retain all packaging and report the damage or defect to the shipper AND Home Gallery Stores within 24 hours of the delivery.   Restoration or replacement is the sole remedy for items that arrive incorrect, damaged, or with defect.  Requests to cancel orders for items arriving incorrect, damaged, or defective will be honored in accordance with our Cancellation & Return Policy (see below).To our disappointment, both the original table top and the replacement table top were damaged beyond repair.  After discussions with the manufacturer of the table and the customer, it was decided that that a full refund to the customer was the preferred solution.  During the resolution process, [redacted] advised that they may desire to retrieve the damaged pieces for further inspection.  Ultimately, [redacted] notified Home Gallery Stores that retrieval of the product was not necessary in this case.  We advised the customer of [redacted]’s decision.  At [redacted]’s request, we prompted the customer to dispose or donate of the goods as she desired since [redacted] had closed the case without further inspections pending.We regret that neither Home Gallery Stores nor the manufacturer were not able to provide the product to the customer free of damage.  As a result, a full refund was issued to the customer as agreed. Furthermore, while our Terms & Conditions of Sale including our Limited Warranty for Damage or Defect – GROUND SHIPPING (Drop Ship) do not specify or allow for products to be removed from the customer’s home at close of settlement/refund, in this case we located a salvage company in the customer’s area who agreed to retrieve the damaged products from the customer’s home.  The removal and disposition costs were paid by Home Gallery Stores.  We appreciate our customer’s participation in the solution for this case, and we trust that the customer is satisfied with our efforts beyond the scope of our Terms & Conditions of Sale.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received a letter from the Revdex.com with an explanation from Home Gallery. I did contact them on 12/16/2015 inquiring about a replacement item only to be told that item listed as available on their website was also not in stock.It was my request that they review the items listed on their site and remove any item that the manufacturer no longer had in stock.I request that this complaint remain on Home Gallery's record until they have cleaned up their website completely and all items are actually in stock. With identity fraud  a daily occurrencetoo many unsuspecting consumers will enter credit card information for a product they will never receive. It may have been an honest mistake on their part for one item but not for multiple items.I would be very careful ordering from this site.
Regards,
[redacted]