Home Gallery, Inc.

May 2, 2016 Response to Revdex.com complaint [redacted], low price guarantee, BMC Moiselle Table,  model 3179-700-906 Thank you for the opportunity to address the concerns of the consumer regarding our communication and the terms of our low price guarantee. We regret that we did not...

connect with this customer. While researching her complaint, we found that her calls to us were received after our business hours on Sunday, 4/17/2016 between 17:32:59 p.m. and 17:47:29 p.m.  Call Center hours are posted on our website. Operational hours are as follows: Hours of Call Center Operation (Eastern Time): Monday - Friday          9am - 6pm Saturday - Sunday       10am - 5pm The terms of our Guaranteed Lowest Price* are as follows and our terms are displayed on our website. Low Price Guarantee: Our 'Low Price Guarantee' states that if you find the same merchandise for a lower price within 30 days of your purchase, Home Gallery, Inc. will refund the difference between the two orders to you, as long as the order meets the following criteria:
Order must be for the exact same item(s) and model number(s) Order must include the same delivery method and level of service Order must be from an online-only retailer Order must be from a Revdex.com accredited retailer Order must be brand new, factory-direct Order cannot be for a Clearance or Closeout item Orders submitted for our 'Low Price Guarantee' must be verified via a written quote from the competing online retailer.
While researching the consumer’s complaint, we attempted to create the pricing she received from  [redacted] for a Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906.  We were not able to locate the product on their website. We found 19 Bassett Mirror Dining Tables, none of which were priced at $779.64. We did, however, find the 7% Off Sitewide Sale Code:  HomeSale. We found the following shipping options in the [redacted] shopping cart:                              FREE for Standard Delivery (UPS, FEDEX, CURBSIDE)                             +$75 SHIPPING ADD for inside delivery                             +$199 SHIPPING ADD for white glove premier In contrast, the HomeGalleryStores.com website sells the Bassett Mirror, Moiselle Dining Table, 60 inch round,  model [redacted] for $1072 with Free In-Home Delivery and Set-Up including assembly in the customer’s room of choice.  Delivery allows for up to two flights of stairs. Packaging will be removed by our delivery service. In summary, since we are not able to locate the model 3179-700-906EC on the [redacted] website, we are not able to determine the purchase cost for the consumer.   Please note that at the time of any purchase in order to obtain delivery commensurate with Home Gallery Stores’ FREE  delivery, the consumer would need to upgrade to White Glove Premier for $199 in the [redacted] shopping cart.  We cannot determine that the consumer has either a basis for comparison or a basis for complaint with Home Gallery Stores regarding the Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906EC. We do, however, welcome the opportunity to provide the consumer with more information regarding the Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906EC.  Hours and means for contacting us are located at www.homegallerystores.com.
Thank you,
Louise A[redacted] 
Customer Service & After Delivery Care Manager
Home Gallery Stores   |   www.HomeGalleryStores.com
P 804.249.4444, EXT 108  |   F 804.277.4426
Mon-Fri 9am – 6pm Eastern Time

Review: Hello,

We ordered on May 28-2016 a dining table, after almost 6 weeks, table delivered by their team broken in bad shape, then we were promised to get another through emails, last week which is week 11 of waiting through email that table will be delivered on August 5, so I took again a day off and waited but no table, then August 16 promised to deliver, again another day off, but no table.

I asked them for refund, they said give us the broken piece, I said I only have the bottom since they told me on phone to keep the good parts and through the bad parts since no need to hold it, so I through out the top of table and left the column after our concession and pictures and their crew on site witnessed.

Now they don't replace the table top, and took our money for 12 weeks with no refund.

I am not asking to pay me for all the days that I had to leave work, I am not asking for extra money, all I am asking to give us a table top or refund our money back, we don't want to stay without a table for more holidays to come. Thank you.Desired Settlement: Give us our money back, since we waited for 12 weeks with no table top replacement

Business

Response:

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.

Our order was canceled with no explanation. I had to call the company to find out why. I was told the furniture was no longer available. The same piece of furniture will now cost us an additional $700 if we buy it from another site as it was on sale the weekend we bought it. Customer service was very unconcerned and made no effort to offer another piece of furniture as a substitute or try to find a resolution. Will not shop there again.

Review: On March 12, 2016 we ordered a recliner from the Home Gallery in Richmond, VA. The chair was paid for and delivered on April 25. The chair arrived with a two inch slit cut in the side so the delivery men asked us to refuse the delivery.

I started calling and emailing every two weeks to check on our chair. The answers were always, "There's been a delay in our delivery service," (A&O Home Delivery) or "There's been a delay." Never any explanation. I've spoken to one person each time who is not pleasant. About a month ago she offered $150 to appease us. That was nice but we still have no chair. Today when I called she offered to cancel the order, in a very ugly manner and claimed she emailed my husband, but he did not receive it and it wasn't in his Spam. But we cannot find the chair anywhere else and they have had our money for four months. My husband has acid reflux and needs this chair to sleep in when it flares up. Today when I tried to email the service person and her email was returned, I decided that I needed help. We need to understand what is happening with the chair.Desired Settlement: We would like an explanation of what happened and if there is a possibility that we will receive the chair in the next month.

Business

Response:

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.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Thank you for contacting the Home Gallery furniture store in Richmond, VA. A representative, Louise A[redacted] contacted me immediately. She was very professional and expressed her regret for the poor communication. Made no excuses. She explained the delay for the delivery of our recliner. That was all I needed--to understand why we still did not have our chair. It was a simple error--an employee reordered the wrong chair.As promised, Louise has sent my husband and I each an email every Friday to let us know.Sincerely,[redacted]

Review: I ordered a dining room set that was marked as clearance. I received an e-mail from the company that it was damaged and they were canceling my order and refunding my money. I looked on their site and found the same exact set available for over $500 more. They refuse to send me the same exact set that I paid for and want me to pay hundreds of dollars more for the same exact set.Desired Settlement: I would like the same exact set sent for the original price I paid, not hundreds of dollars more.

Business

Response:

Revdex.com Case No. [redacted] September 12, 2016 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 [redacted] 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 purchase. The 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 Policy. Additional information is available on the Home Gallery Stores FAQ page. Sincerely, Home Gallery Stores Inc.

Consumer

Response:

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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to refund my money ASAP and will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Business claims they will are guaranteed lowest pricing and will meet competitors price as long as you have it in writing. Not are they significantly higher then [redacted] $743 (Revdex.com A- rating) so not the guaranteed low pricing they are advertising as they are charging $1072 for the Moiselle 60 inch dinning table by [redacted]. [redacted] is actually owned by [redacted] and is an internet only location so we are not talking seconds or rejects and the only difference seems to be the profit margin.

When I called to discuss this and present my in writing verification from [redacted] as they will meet competitors pricing according to the guarantee.(By the way, Beyond ran out of the table and had to cancel) I was hung up on twice after identifying what I wanted to discuss and after that put on an endless cycle of hold then pick up and hang up.

So their advertisement says they are the lowest, they are not. Even [redacted] is lower. They say they have a guarantee they will honor. But they won't pick up the phone. And if they were to get out of it the only reason I could think of is that they are a member of the Revdex.com and [redacted] is not which I think I addressed with the A and A- Revdex.com ratings as the quality of operations is more then simular. And one more thing. [redacted] picks up their phone and really is lower priced. That should raise [redacted] to an A+

Actual order without my personal information:

3179-700-906 Bassett Mirror Company Moiselle Dining Table

Size: 60 Inch Top

$799.64 1 $799.64

Items Subtotal: $799.64

Coupon Code: (HomeSale) -$55.97

Discounted subtotal: $743.67

Shipping cost: $0.00

Total: $743.67Desired Settlement: Resolution: Start doing what you advertise!a You can start with me.

Business

Response:

May 2, 2016 Response to Revdex.com complaint [redacted], low price guarantee, BMC Moiselle Table, model 3179-700-906 Thank you for the opportunity to address the concerns of the consumer regarding our communication and the terms of our low price guarantee. We regret that we did not connect with this customer. While researching her complaint, we found that her calls to us were received after our business hours on Sunday, 4/17/2016 between 17:32:59 p.m. and 17:47:29 p.m. Call Center hours are posted on our website. Operational hours are as follows: Hours of Call Center Operation (Eastern Time): Monday - Friday 9am - 6pm Saturday - Sunday 10am - 5pm The terms of our Guaranteed Lowest Price* are as follows and our terms are displayed on our website. Low Price Guarantee: Our 'Low Price Guarantee' states that if you find the same merchandise for a lower price within 30 days of your purchase, Home Gallery, Inc. will refund the difference between the two orders to you, as long as the order meets the following criteria: Order must be for the exact same item(s) and model number(s) Order must include the same delivery method and level of service Order must be from an online-only retailer Order must be from a Revdex.com accredited retailer Order must be brand new, factory-direct Order cannot be for a Clearance or Closeout item Orders submitted for our 'Low Price Guarantee' must be verified via a written quote from the competing online retailer. While researching the consumer’s complaint, we attempted to create the pricing she received from [redacted] for a Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906. We were not able to locate the product on their website. We found 19 Bassett Mirror Dining Tables, none of which were priced at $779.64. We did, however, find the 7% Off Sitewide Sale Code: HomeSale. We found the following shipping options in the [redacted] shopping cart: FREE for Standard Delivery (UPS, FEDEX, CURBSIDE) +$75 SHIPPING ADD for inside delivery +$199 SHIPPING ADD for white glove premier In contrast, the HomeGalleryStores.com website sells the Bassett Mirror, Moiselle Dining Table, 60 inch round, model [redacted] for $1072 with Free In-Home Delivery and Set-Up including assembly in the customer’s room of choice. Delivery allows for up to two flights of stairs. Packaging will be removed by our delivery service. In summary, since we are not able to locate the model 3179-700-906EC on the [redacted] website, we are not able to determine the purchase cost for the consumer. Please note that at the time of any purchase in order to obtain delivery commensurate with Home Gallery Stores’ FREE delivery, the consumer would need to upgrade to White Glove Premier for $199 in the [redacted] shopping cart. We cannot determine that the consumer has either a basis for comparison or a basis for complaint with Home Gallery Stores regarding the Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906EC. We do, however, welcome the opportunity to provide the consumer with more information regarding the Bassett Mirror, Moiselle Dining Table, 60 inch round, model 3179-700-906EC. Hours and means for contacting us are located at www.homegallerystores.com.Thank you,

Review: I purcgased a table from Home Gallery Stores on the internet. It was delivered when I was not home, and the packaging was intact. When I opened the table, I discovered that the top had been damaged. I contacted Customer Service and forwarded pictures to them via email. They sent someone out to see if the table could be fixed. It couldn't and they agreed to send a new table top.

The tabletop was also delivered when I was not home. The package was badly damaged, and if I had been home, I would refused it. I emailed customer service and asked if I should even open it since I didn't see how it couldn't be damaged. The repesentative said yes, I opened the package, and it was very badly damaged.

I sent photographs of the ta ble to the same reprsentative and advised her that I didn't want to proceed with the purchase because I believed it was damaged due to the manufacturer's packaging and also because I didn't feel it would wear well in my home.

The representative advised me that they would issue a refund and that [redacted] would come to assess and pickup the damaged merchandise. A few days passed without any contact from [redacted]. I contacted the agent, and she said that [redacted] had determined that they didn't need to assess the damage and that I could dispose of it myself.

I have severe back issues and had to pay someone to lug both the original table and the replacement tabletop into my home. I do not believe I should have to pay someone to remove the damaged merchandise from my home. I advised Home Gallery that they would need to arrange to have it removed and if they didn't, I would file a conplaint with the Revdex.com. She replied that she'd spoken to management and that I would have to dispose of the merchandise myself.Desired Settlement: For Home Gallery, Inc. to make arrangements to have the damaged merchandise removed from my home - at their expense.

Business

Response:

Tell us why here...September 6, 2016 Response 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.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have accepted their offer.Home Gallery Stores made arrangements for the items to be removed from my home at their expense. The items have been removed, and this case may now be closed. Thank you for your assistance in this mattter.

Regards,

Review: We purchased a bedroom set from Home Gallery online on April 4th. The furniture arrived as it was scheduled on May 4th, a month after the order was placed. We had to return one nightstand, the footboard and 2 drawers because they were damaged. An e mail was received on May 10th from their warehouse in North Carolina acknowledging the receipt of the damaged parts. On May 18th we received an email from the warehouse letting us know that they had a trip loading for our area at the end of May and that we will receive a call to schedule the delivery. No one called us so we contacted the warehouse and we were told the truck had a delay, that they will contact us as soon as they had a date scheduled for our delivery.

I didn't hear from them until June 11th that I received a call to finally schedule the delivery for Friday June 17th.

Again, on Wednesday June 15th, we received another call to give us the same excuse of the truck and the delay and to wait till I receive another call to schedule a new delivery date. We asked more or less how long it will take and the answer was "a week and a half" more or less. We got really upset with all this excuses and yesterday we decided to write an e mail to the person who sold the furniture to us, and the owner of the company to demand an explanation and request a cancellation of the order. We asked them to pick up the pieces of the set that was already delivered that we haven't been able to use and return our money to the credit card for the total amount we paid for the furniture. This way we can go and buy furniture from another store. We haven't heard from them in the last 24 hours and for this reason we decided to take legal action because this is a lack of respect for a customer. If they don't have the parts to replace them because I know they are discontinued, they should let us know and they have to come with a solution. I believe 3 months is enough time .Desired Settlement: They were suppose to talk to us about the real reason why the furniture hasn't been delivery to us and find a solution to solve whatever the problem was. It is not fair and is not normal that we have to wait 2 or more months to receive a replacement when the furniture was paid in full 3 months ago. Their responsibility was either deliver the replacement parts in a reasonable time or give us a refund and that is what we demand. I don't want to do business with this company no more.

Business

Response:

To Whom It

May Concern, We sincerely apologize for any inconvenience the

customer has experienced regarding their [redacted] order. We are

sympathetic to the delays they’ve experienced and we want to make this right

for our customer. Our delivery partner [redacted] notified us on 5/10/16 that a footboard and nightstand from this customer’s

order would be returning to their facility for inspection/repair due to damage found

upon delivery. Information

regarding the process once items are refused due to damage/defect issues can be

found in our Terms and Conditions of Sale [redacted] This states, in part: Home Gallery Stores’ “Limited

Warranty for Damage or Defect” guarantees that for In-Home Delivery with

Assembly service, we will restore or replace (at our expense and discretion)

goods delivered incorrect, damaged, or defective……The

purchaser agrees to allow up to 9 weeks for Home Gallery to provide a

resolution for missing items or those that arrive incorrect, damaged, or with

defect.Currently,

these items are ready for delivery, and both [redacted] and Home Gallery have

reached out to the customer to notify them of their upcoming delivery,

occurring the week of 7/4/2016. [redacted] will contact the customer by 7/1 at the

latest to confirm a specific date within the week of 7/4 for delivery. In addition, Home Gallery has offered the

customer a $200 discount on their order, to be issued to their original form of

payment upon the customer’s acknowledgement/acceptance of this offer. The customer

is expressing concern that they have not received communication from Home

Gallery or A&O. We hope that the Revdex.com may assist us in communicating the

necessary information to the customer, as there have been several attempts from

[redacted] and Home Gallery to reach out to the customer with no response. Below is a

summary of communication that [redacted] and Home Gallery (HG) have had with the

customer: 5/10 [redacted] called customer to advise the footboard and nightstand

had returned to their facility. [redacted] notified HG that the nightstand and

footboard were returning due to damage, and all issues were able to be repaired

in-house. 5/18 [redacted] advised customer that a truck would be loading at the end

of the May with a tentative delivery date for early June. 5/20 Customer emailed HG for update, advising she had not received

delivery update from A&O. 5/23 [redacted] advised customer her items were 100% restored. HG also emailed

customer to advise all pieces were able to be restored to 100%, and that we’ve

reached out to [redacted] for a delivery update. 5/27 [redacted] notified customer the eta changed to the week of 6/6. HG

emailed customer update stating the same. 6/8 Customer emailed HG to advise they had not received an update

from A&O. HG contacted A&O, who advised the customer’s order didn’t

make the anticipated trip the week of 6/6 (reason not specified.) A&O

advised they were working to provide a new delivery date ASAP. 6/9 Customer emailed HG stating she hadn’t been contacted to schedule

delivery. HG spoke with [redacted] and then emailed customer back to advise we’ve

spoken to [redacted] and they will schedule delivery for the week of 6/17. 6/13 [redacted] scheduled/confirmed delivery for 6/17 with the customer. 6/15 [redacted] advised customer their order had been removed for the truck

due to unexpected mechanical issues. 6/15 Customer emailed HG to advise [redacted] had notified them of trip

delay. 6/20 ** responded to customer’s email stating we will provide $150

discount for delays. Advised customer they’d get a call by end of week, 6/24 to

re-schedule delivery. 6/22 [redacted] advised customer the new eta is the Week of 7/4 via

voicemail.

6/24 [redacted] Left customer 2 voicemails stating delivery will occur the

week of 7/4. HG emailed the customer a follow-up to state the same, and to

raise our offer of compensation from $150 to $200. Home

Gallery and [redacted] have not yet received a response/confirmation from the

customer that they will allow us to proceed with delivery the week of 7/4, and

that they will accept our offer of a $200 discount. We ask that the Revdex.com assist

by communicating this information to the customer, so that we may bring this

matter to an agreeable close for all parties. If any

further information is needed, please contact our Customer Service Department

at [redacted] or [redacted]

Consumer

Response:

I have reviewed the offer 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 recently responded to their offer requesting a refund of the money I paid for the furniture on April 4th, 2016 since they haven't been able to keep their promises to deliver the replacement parts on ANY of the 3 different dates scheduled.

When I returned the parts I contacted the company asking when I can expect the replacement parts to arrive: they told me within a month. At that time they DID NOT MENTION ANYTHING about their policies of having to wait up to 9 weeks for the delivery of the replacement parts.

On May 18th, 2016, my wife contacted the delivery company about our worries about the replacement parts and she was told that they were loading a truck for this area at the end of May, that my furniture will delivered the week of June 4th ... that never happened. They called us again to schedule another delivery for June 17th .... it was canceled the day before.

On June 24th we receive an e mail from home gallery offering money to compensate for the delay and, they mentioned a "TENTATIVE" delivery date for the week of July 4th.

For me TENTATIVE means that "IT MAY HAPPEN, IT MAY NOT" and I am afraid to accept any compensation and being compromised to wait indefinitely because they can not find the replacement parts. I responded with an e mail on June 25th, 2016 so they know what I expect from them.

I want to add something to this claim. The parts we returned were not the only damaged parts. One leg of the headboard was cracked and the delivery man had to glue it. We kept it because he convinced us that this part wasn't holding anything and it was not visible. Also the drawers of the chest don't close smoothly, you have to push them hard to close them or they stay about 1" open.

I am really disappointed with this purchase and with all this situation, and this is why I feel I have been a victim of a fraud. Regards,[redacted]

Business

Response:

Revdex.com contacted the business and this order has been delivered and accepted as of July 13, 2016.

Review: I ordered the product last year in October, it was not delivered on the date as promised. They charged my credit card immediately and they kept on putting off the delivery date. I did not receive the product until late January 2015. I contacted the company numerous times and got no satisfactory answers on why they did not deliver the product on time but yet they charged me immediately and held my money for almost 3 months. When I contacted them to send the product back because I was not satisfied with their services, they demanded a 50% restock fee which I felt was unreasonable. I told them I was not happy with the 50% restock fee and offered to pay 25% plus shipping and they refused. I was not happy with the whole business transaction, it was not a easy company to deal with. I want to request a full refund and I will ship it back at my expense.Desired Settlement: I want the product to be returned and issued a full refund but I am willing to ship it back at my expense.

Business

Response:

Dear [redacted]We are very sorry that the customer is unhappy with his purchase. Upon reviewing our correspondence with the customer, we do see some discrepancies between his complaint and our records/correspondence with him.We have all potential customers participate in the check-out process before submitting an order and inform each customer during check-out:By submitting your order, you are agreeing to our Terms & Conditions (hyperlink[redacted]) including the "Cancellation & Return Policy" and the "Limited Warranty for Damage or Defect".Please find the Terms & Conditions of Sale (or policies) the cardmember agreed to at the time of purchase [redacted]. In addition to our Cancellation & Return Policy, we include our New Merchandise Guarantee and Payment Policy. These policies state: • When you place an order with Home Gallery, Inc., we submit a special order to the manufacturer on your behalf. All items ship brand new, direct from the manufacturer.• Payments entered via credit card, P[redacted], or [redacted] checkout will be charged in full at the time of purchase.The customer paid with a credit card and submitted his order via our website on Friday October 10th, 2014. When the customer submitted the order, we sent an automated e-mail with the order summary and links to our policies. On Monday October 13th, 2014, the salesperson that processed the order sent an e-mail to the customer informing him of a backorder delay. She offered the customer the option to wait for the order or cancel the order and receive a full refund. We estimated the order would be delivered within 2 weeks of mid-January. When we did not receive a response from the customer, the salesperson sent a follow-up message on 10/16. The customer responded on 10/20, and asked us to continue with the order (see E-mail from 10/13 & 10/20 [redacted]).The salesperson sent an e-mail on 10/21 with the order summary, backorder information, estimated delivery timeframe and details about the order/delivery process. The message provided a link to our policies and more specifically offered a paragraph about “How to Cancel or Return an Order” (see E-mail from 10/21 [redacted]).On 11/17, the customer contacted us via the messenger on our website and inquired about the payment charged to his credit card. The following day, the salesperson that processed the original order responded to explain that we collect payment at the time of purchase and apologized for any misunderstanding (see Callback Request [redacted]).On 1/3/2015, the customer contacted the salesperson via e-mail to request an update. The salesperson contacted the manufacturer and found that the backorder date was pushed out to February. She shared this information with the customer and offered to cancel the order and provide a full refund if he could not wait for the order. The customer responded that he was willing to wait for this item (see E-mail Correspondence from 1/3 – 1/11 [redacted]).Although the manufacturer advised the backorder date was pushed out until February, the customer’s order did arrive to the manufacturer’s warehouse in mid-January. The order shipped from the manufacturer’s warehouse on 1/15 and was delivered to the customer on 1/19 (see Proof of Delivery [redacted]).The customer e-mailed the salesperson on 1/21 after receiving the order. He let her know that item “looks like nothing like [I] wanted.” A representative from Customer Service sent an e-mail to the customer the following day requesting pictures and identifying labels on the packaging for the item delivered. The customer responded with this information on 1/26. Upon reviewing the photos, we found that we shipped the correct model to the customer and the item he received matched the item as pictured on our website. We e-mailed the customer on 1/27, and informed him that he received the correct item. We advised we could accept a return and provided him with the order confirmation we originally sent on 10/21, which included the Cancellation & Return policy. The customer responded on 1/28, requested more information about the return policy, and stated, “It's not what I expected I didn't like the design. I want to return it even at my expense. Please send me a return authorization and return shipping label.” We e-mailed the customer on 2/2 and advised the return was subject to a 50% restocking fee.On 2/2, the customer responded and requested a concession to our return policy. We reviewed our expenses, and found we could not make any concessions to our policy. We replied to the customer on 2/3 and informed him we had to collect the standard restocking fee to cover the expenses we incurred to process and ship his order (see E-mail Correspondence from 1/21 – 2/3 [redacted]).We did not hear from the customer, and therefore did not authorize the return or provide a return shipping address.In summary, the customer agreed to wait for the backordered item. He contacted us after he received the order because the item did not meet his expectations. We confirmed that we sent the correct item as shown on our website, and extended the option to return the order to the customer. He did not agree to return the order in accordance with the conditions he agree to at the time of purchase.The customer’s option to return the order expired on 1/26/2015. We provided one last opportunity to the customer to initiate the returns process on 2/3. He did not respond, and we can no longer accept a return for this item.Sincerely,[redacted]

Review: I asked for a refund because I have yet to receive my sectional, I thought in the agreement it stated 4-8 weeks for delivery. And found out its 4-8 weeks to make it and 4-8 weeks to get it delivered. I simply asked for a refund and they refused to give me one, because it was made? All furniture is made why is this any different? I paid $2127.00 for it and am in dire need of a couch, because I am borrowing one and my friend needs it back. Am I supposed to sit on the floor? This is ridiculous. I just want a full refund, could you please help me? Thank you for your time. [redacted]Desired Settlement: I would like the full price I payed to be refunded so I can purchase a sectional locally, please. A full refund would be 2127.00.

Business

Response:

To Whom It May Concern:

We apologize that the customer misunderstood the estimated delivery timeframe and our “all-sales-final” policy for made-to-order furniture. While we are sympathetic with her frustration, based upon our research, we provided accurate information with regard to production time, delivery estimates, and policies. We conveyed this information on our website, during the check-out process, and in the order confirmation.

Our website advised, “This item will be made especially for you and requires an additional time for production of 4-6 weeks.”

Our policies (we which refer to as our Terms and Conditions of Sale) include information about the “Delivery Timeframe” and the “Cancellation & Return Policy”. We advise in our polices at the “Delivery Timeframe” section, “A typical “White Glove” delivery will take 6 – 10 weeks to most areas. Custom and/or Made-to-Order furniture may take up to 16 weeks for delivery.” Our “Cancellation & Return policy” advises, “All sales are final for Bedding; Custom Upholstery; Made-to-Order

[redacted], and Upholstery; Mattresses; Clearance and Closeout items. Final Sale items will not be accepted for return.”

The customer placed an order via our website for a sectional on 1/22/2014 at 9:22 am. She indicated that she reviewed and accepted our policies during the check-out process. She could not have submitted her order unless she indicated that she reviewed and accepted our policies.

We sent a personalized order confirmation to the customer on 1/23/2014 at 11:50 am. In the order confirmation we advised, “The order is currently being made for you at the manufacturer which typically takes 4-6 weeks. Based on the current availability, we estimate that you will have delivery within 4 – 8 weeks from that time.” The order confirmation reiterated “All sales are final for Bedding; Custom Upholstery; Made-to-Order Casegoods, Outdoor Furniture and Upholstery; Mattresses; Clearance and Closeout items. Final Sale items will not be accepted for return.”

We exchanged a few messages with the customer after she purchased. The order confirmation with the estimated timeframe for delivery and a link to our complete policies is included in the string of messages exchanged.

On 3/11, our delivery partner in North Carolina provided a courtesy call to the customer to advise they have received the order from the manufacturer (located in Tennessee). They also advised that they will contact her to confirm a delivery date once they consolidate enough orders to route a truck to Oklahoma.

We spoke with our delivery partner on 3/26. They have called the customer to confirm a delivery for next week. Due to the long distance nature of our deliveries, the truck is loaded and departs several days before a customer’s delivery date. We must confirm delivery dates with our customers before we will add an order to a truck and attempt delivery.

We sent an e-mail on 3/26 to encourage the customer to confirm a delivery date with our delivery partner when they called. The customer advised via e-mail that she did confirm a delivery date and will close this complaint once she receives the order.

The order has processed as expected and as we advised. Our policies and the order confirmation advised of an overall time frame of 8 – 14 weeks for delivery. If the delivery occurs by 4/9, we will have delivered within 11 weeks of the order date.

Sincerely,

Customer Service & After Delivery Care Manager

Home Gallery, Inc.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: We purchased two recliners, $2315 each, for a total of $4630. We paid with [redacted], and the charge went through on September 10, 2013. But then, Home Gallery charged our [redacted] $2315 on Sept 16 and again this morning, October 7. I have called, and they have promised to call back but have not. If we do not achieve resolution today, we will call the credit card companies. Ironically, our recliners are due to be delivered this week. We are very dissatisfied with a company that would charge two credit cards, and would try to "sneak" two charges in like this on our [redacted]. We will not deal with them again, and we cannot avoid the feeling that we were the victims of an attempted scam.Desired Settlement: Would like to have Home Gallery remove the two $2315 charges pending on our [redacted] bill.

Business

Response:

To Whom It May Concern,

Review: We purchased a dining and bar set from Home Gallery. We paid in full and apprx 7 weeks later our delivery came. After only several months that our furniture was in our home of which we sat at it only once, I noticed that in several areas the furniture was starting to split. Although the furniture was still under the one year manufacturers warranty we also purchased an additional warranty from home gallery. I followed their instructions and was home for their tech to check the problem. upon his advise he told both parties that the pieces that are affected should be replaced bc he could not fix them. Home gallery sent me replacement parts. They tld me that I had to inspect the parts to make sure they were ok or else I had to pay for the service call. I did what the said and was appalled to see that the replacement parts they sent had marker lines on them and the screw holes were used and damaged. When I called the to report this they were very apologetic and assured me that they would do whatever necessary to resolve the issue. I explained that I could not take off another day from work and that they should make sure they send out brand new pieces since I bought and paid for a brand new set. I also spoke to [redacted] from [redacted] furniture who is the manufacturer and he also assured me that he was going to take care of the problem. After a couple of days Ms. Nicole K[redacted] sent me an email stating that she no longer felt that they could stand behind their furniture and that they wanted to pick up the furniture. This was outrageous to me. This is my furniture and I had two warranties on it. I have spent time and also money in buying a custom made protection pad and also several sized table cloths along with added accessories to match the set. we have sent Mr. Lee K[redacted] the [redacted] of Home Gallery two emailed and also mailed letters with options. They have ignored us.Desired Settlement: • Full replacement of the dining room set with the balance of the five year warranty purchased from Home Gallery honored. A full replacement is requested to ensure the wood matches on all parts and that the construction of the furniture including chairs is completed correctly. If damage to our home occurs during delivery and replacement, Home Gallery will reimburse Rosanna [redacted] for any damages. OR

• A return of 50% of the total cost of the furniture plus the full cost of the additional five year furniture warranty. Mrs. [redacted] will accept liability for any repair necessary due to defects in workmanship and construction.

Business

Response:

[redacted]We apologize that our customer is dissatisfied with her order.We delivered this furniture to Mrs. [redacted] on July 11, 2014, 1.3

years ago. We have spent quite a bit of time and money trying to satisfy her

and she remains dissatisfied. We directly compensated her for her time and

trouble. We then offered to give her a full return of all her money,

as well as the previous compensation we issued, upon pick up of the

merchandise, which she would have made a profit on from this transaction, and

she refused that offer.We have gone above and beyond our "normal course of

business" to satisfy her. We are unable to change the way the items are

produced and manufactured, and are unable to change the nature of the delivery

process. After over a year of trying, are not able to send any replacement

items to her, or compensate her again.If you would like a time line of details regarding our efforts,

they are available upon request.Sincerely,Customer Service and After Delivery CareHome Gallery Stores, Inc.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Hello,The response from Home Gallery is untrue. The small monetary compensation they made to me was at the time the furniture was delivered. Instead of rejecting the furniture which would cause home gallery to pay the expense for delivery and rejection of the pieces that were damaged, they issued me a couple 100 dollars to take the furniture with those specific damages. Since then they r refusing to honor the warranty. The only action they took was to send defective used replacement parts and when I refused to use them they dismissed me. I would like to know what they did to solve the issue bc that is the only thing they did. I followed their policies and have paid for and additional extended warranty and they are ignoring to honor that as well. No one has come to my home to resolve the issue except for their representative that they sent one time who told everyone he could not fix the defective furniture. I want to make it clear that the small monetary reimbursement was in NO WAY the same issue that I am listing in my complaint. Please also understand that we have paid 499.00 for an additional warranty and they r refusing to honor that also. They have done nothing but ignore us that is why it has gone on for this long. We have emails and voice messages from them and I also have pictures of the defects and also the replacement parts they expected us to use. Please understand that I am not looking to "make money" as they said in their reply. I am looking to have what I paid for which is brand new furniture that doesn't split at the joints. Also please note that they are in violation of two contracts one the one year manufacturers warranty on top of the extended five year warranty. This is a very unfair situation and I hope you see that I as the customer have been taken advantage of because I have paid in full for furniture that is defective and I slightly after being sat at twice. I also have pictures of everything. thank you, [redacted]

Business

Response:

“The

business responded to this complaint but asked that its response not be

published.”

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

$1120.00 is not approximately 50% off. it is approximately 36% off. I would be inclined to accept a 45% reduction with is 1293.74 plus the prorate 5 yr warranty of $320.00. A total reimbursement of $1,713.74

Review: This company failed to deliver the product and proceeded to charge us for the full amount of the furniture piece we did not receive. We were told the delivery was to arrive between the hours of 11-3pm on Monday (presidents day). We never got any calls for update and we tried calling several time last being at 4:45 just to have the dispatcher have their driver contact me. When the driver contacted us he treated and spoke to us as we were animals and although I can appreciate that the driver may have been having a bad day, it is unacceptable to be treating a customer in such a fashion. He stated that "if we don't want to wait, then cancel the order because he was still hours out". We took is tone and reply as one of sincerity and canceled the order as I no longer felt safe with this driver coming to my house. After calling Home Gallery and sending several emails they refuse to give me full refund, stating that they need to restock and will be taking 50%. The only thing we wanted was to get our money back since we never received the product we were so excited to receive and the lack of professionalism was unacceptable.Desired Settlement: I would like to receive the full credit to my credit card and hope no one else has to go through this again because not only do I not have the curio I am out $800.55.

Business

Response:

To Whom it May Concern:
We greatly apologize our customer had a bad experience with the delivery driver.
On 2/17, the customer e-mailed us and shared her frustration that delivery could not be made during the originally scheduled window. She also shared her experience with the delivery driver.
We began researching her complaint immediately. On 2/18, we spoke with the customer, and she informed us that she has decided to purchase a curio from another vendor. In that same call, we offered to send an alternate delivery team and a credit to compensate for her bad experience.
As for her concerns about payment, we advise in the check-out process that due to the special order nature of our business, we must collect payment at the time of purchase. The customer placed her order via our website on 1/31/2014, and we collected payment at that time.
At purchase, we shared with her our complete Terms & Conditions of Sale. The customer accepted them as part of the check-out process. We require each customer to check a box, which indicates:
By checking the box to the left, I agree and understand that I am providing my electronic signature, and I have reviewed and accept the complete [redacted] (found [redacted] including the “Limited Warranty for Damage or Defect” and the “Cancellation & Return Policy.”
We sent a personalized order confirmation on 2/3/2014 at 9:22am after confirming stock availability. This e-mail reviewed our policies, including our Cancellation and Return policy, and what to expect during the order and delivery process (see enclosed).
After the call from the customer on 2/18, we reviewed the call details in an e-mail to the customer (see enclosed). We again shared the offer for compensation and an alternate delivery team. We advised if she wanted to cancel her order, she could cancel in accordance with our Cancellation or Return policy. We also offered to look into additional options to cancel/return the order.
Our delivery partner advised on 2/20 there were several delays caused by detours in the customer’s area. We could not confirm the tone of the conversation between the customer and driver. However, we agree that if the event occurred as she stated, the driver’s behavior was unacceptable.
We agree that we are responsible to make amends for a bad delivery experience. We offered to issue a good will credit for her bad experience and to send an alternate driver team.
As she shared with us, the customer decided to purchase a curio from another vendor on 2/17. She made this decision before we knew of the delivery issues and before we made an offer to make things right.
Upon researching our expenses to cancel and return this order, we found our expenses to ship, return, and restock this curio equal $483.00. The customer originally paid $800.90 for the curio, and we issued a $400.45 refund in accordance with our cancellation and return policy. We have retained $400.45 from the customer to cover $483.00 in expenses to ship, return, and restock the curio.
This restocking fee complies with the Cancellation & Return policy that we shared with the customer before and after she decided to purchase from our site. Our response to compensate for her experience and send a new team directly addresses her complaint. Our restocking fee covers expenses incurred to date and addresses her decision to cancel the order and purchase a curio from another vendor.
We issued a refund of $400.45 on 2/21/2014 after the customer advised she would be contacting her credit card company to dispute payment. Consumers have a right to dispute payment for retailers that do not perform in accordance with a sales contract. We have performed in accordance with our sales contract, and we have made offers to amend our mistakes.
At this time, the customer has received a refund in accordance with our Cancellation and Return policy. However, the offer to deliver the curio with another team and provide a credit for her inconvenience is still available to the customer. If she would like delivery, we kindly ask her to contact us with payment of $400.45, which is the amount we refunded.
Sincerely,

Home Gallery, Inc.

Review: On December 6th I ordered furniture from Home Gallery Stores online. I received an email confirmation stating that I would receive delivery of my furniture within 4 - 8 weeks. I have followed up with the company multiple times but keep being told that they don't know when the furniture will be shipped and that they're still waiting to hear from the manufacturer. We're going on 8 weeks since I placed the order and I still do not have a delivery date.Desired Settlement: Deliver the furniture or allow me to cancel the order without penalty since they're unable to fulfill their half of the contract as promised.

Business

Response:

To Whom It May

Concern:

We are very

sorry for any inconvenience experienced by the customer.

We special order

all furniture directly from the manufacturer for each order placed on our

website. Most special orders will take 4 – 8 weeks to deliver if the

goods are in stock.

When we checked

stock availability for the customer's order placed on 12/6, all items were

listed "in-stock". We shared with the customer an estimate for

delivery within 4 – 8 weeks.

In the first

week of January, the sales representative for this order contacted the

manufacturer for status. At that time, we found that the order had not

shipped as expected due to a backorder. We did not receive an explanation

from the manufacturer for the backorder and understand the customer’s

frustration with the delay.

Based on the

information available at the time of this response, we provided an update to

the customer on 1/9/2014 via e-mail stating, "all of the items are due in

stock next week and [the manufacturer expects] to ship your order by the end of

the month. I am sorry for the delay."

On 1/28, we sent

an update via e-mail advising the order had shipped from the manufacturer in

California, was en route to our delivery partner in North Carolina, and that

the customer would receive a call to set-up delivery once the order arrived to

North Carolina. This message was consistent with the revised time frame

provided on 1/9.

Subsequently,

our delivery partner contacted the customer. On 2/5 the customer

scheduled a delivery date for February 16th.

We are very

sorry that this order experienced a backorder. We are further researching

if we missed or did not respond to contact from the customer on 1/1 and 1/17.

We thank the

customer for her patience with the backorder delays. Although the order

shipped more than a month later than expected, we were able to expedite the

remaining processing of her order so that we were only 2 week beyond the

original estimated delivery date.

Sincerely,

Home Gallery, Inc.

Consumer

Response:

I have reviewed the offer 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.

While delivery has been scheduled for February 16th, I don't trust that I'll actually receive the furniture until I see it in my house. Until that time, the contract that I have with the company is unfulfilled and I'd like to leave this complaint open as unsatisfied. I understand that the company had a delay with their manufacturer but I had to make multiple calls to get any information from them and each time their answer was different so I have no confidence in what they're now claiming will be my delivery date. When I placed my order the language in my email (and the language on their website) states that delivery will be in 4 - 8 weeks. Not that it "may" be delayed past that. The only reason I got an update on January 9th was because I'd already contacted them a couple of times trying to find out where my furniture was and even then they didn't know when it would be delivered. I made more contacts than that trying to nail down when the furniture would arrive. As it is, I'm currently still out the money with no furniture.

Regards,

Review: Purchased item from Home Gallery and need to return it. I paid a total $460.00 for the item. In their policy return it states a restocking fee of 25% and plus shipping cost. 25% would be a deduction of $90.25. However, they added a shipping outbound cost of $73.00 and an inbound shipping cost of $172.00. This totals $245.00 in a shipping return fee, leaving only a $124.75 refund amount. When I questioned the "inbound" shipping cost, they replied that its part of the "outbound" shipping cost. I feel like a $245.00 ship return fee is not reasonable. I asked to ship the item back through my carrier and was told that I could not; I have to use their white glove carrier. Which I did not receive, I had two disheveled men, who threw down a blanket. I had white glove service before, where the men actually wore white gloves and roll out a red carpet all the way down the driveway.Desired Settlement: To remove the $172.00 "inbound" shipping fee. Pick up Item and refund me $296.75.

Business

Response:

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

Review: We ordered and had delivered a dining room set.When they brought in the table we discovered a lot of flaws in the table.The area that separates to put the leaf in is two different heights. The finish is very sloppy and some of the table is lacking stain. The finish is very rough in some spots. The veneer is coming loose off of some areas.It was really a mess.Desired Settlement: I would like a refund but if not I would like to order another brand of dining set.I do not want this same manufacturer.I was extremely disappointed in the furniture.I feel the quality and the flaws are totally unacceptable. It is very shabby.

Business

Response:

To Whom It May Concern,

We sincerely apologize for the inconvenience this customer

experienced with her order. In an effort to rectify this situation, we have

offered the customer a full refund for their order. The refund was processed

and issued on 8/11/2014.

If the customer has any further questions or concerns she

may contact us directly.

[redacted]s

Mon-Fri 9am – 6pm Eastern Time

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On 12/9/2015 I made an online purchase via Home Gallery Stores website. An email confirmation was sent for Order #[redacted] for a 48" Surround Sound TV Stand, Model # [redacted].

I received another email on 12/14/2015 for a refund for Order #[redacted]. No reason was given or substitution offered. There is another item that could replace this on the Home Gallery Stores website but I am reluctant to order since the replacement item shows as in stock but so did the original item I thought I had purchased on 12/9/2015.

I called Home Gallery Stores on 12/15/2015 to make sure the replacement item was in stock before ordering and was told by the customer service representative that a Design Consultant would return my call. But no call came and when I phoned the store at 7:00 PM the automated message said the store was closed even though the sales representative said they were open until 10:00 PM. I waited to leave a voice mail but was disconnected.

At this point I am not sure if this is a scam to collect credit card information so at the very least I would like to know what happened to the original order. If this is an honest business then I am willing to try again but not until I know the item I purchase is actually in stock and available for Christmas delivery.Desired Settlement: A replacement item and assurance that my credit card information was not stolen or used in a scam.

Business

Response:

Dear [redacted], We

are very sorry that the customer has had a bad experience ordering from our

website.The

customer ordered from our website on 12/9/2015. We processed the order and

submitted it to the manufacturer. Upon the manufacturer’s receipt of the order,

the manufacturer informed us on 12/14/2015 that the product that the customer

purchased is discontinued and no longer available. As soon as we received this

information, we contacted the customer via email 12/14/2015 and advised “Crosley

is out of stock on this item and they are not making this style any more. They

cannot fill your order. We are refunding you in full today. I am so

sorry for the bad news!”, and then we issued the customer a refund immediately. We have a section in our “Terms and Conditions of Sale” that

the customer agrees to before making the purchase, regarding the availability

of merchandise and process if an item is discontinued.We regret that we were unable to fill this customers order. Upon receipt of this information from the manufacturer, we

are working with our Marketing Team and our IT team to get the discontinued

items blocked for customer purchase.We spoke to the customer 12/16/2015 to further explain our

processes and apologized again for not being able to fill their order.If the customer finds something else on our website that

they are interested in purchasing, they can call us and we would be glad to

contact the manufacturer regarding the availability before they purchase.We request that this complaint be expunged from our records, as the

customer has received a full refund for their order.Further information and documentation is available upon

request. Sincerely,[redacted]Customer Service ManagerHome Gallery, Inc

Consumer

Response:

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,

Review: I recently purchased an item from this store (furniture). I was online shopping and calling around to places, multiple to price hunt and locate what I was looking for as far as collection. I somehow got in touch with this store. I actually made a purchase from them six months prior. So when connected to the store, I went over the item I found online to make sure it was the right collection and color of a piece I already owned. I was assured it was. When the delivery arrived, it was the wrong color. I was told to ship the item back with the delivery company and I would hear from someone the next business day. When I was contacted I was immediately told my phone number was not in their incoming call records. Nor was my work number I gave them. I must have been transferred from another company they deal with. I really don't know how this happened, but I did talk to someone in their store. I was not believed. I was then made aware of the return policy, as it was my "error." I would not be getting delivery fees or stalking fees back, resulting in me a loss of $300. This obviously did not set well with me, I was told I was out of luck. I also expressed my concern if I would have known this, I would have kept the piece and used in a later home down the road. Instead of losing money. I was told they could ship it back for another $130. That didn't set well either, so I told them to refund what they would. Still taking a hit of $300. I was never once told sorry. I was believed to be wrong from the start by this business with full fault.Desired Settlement: I want a full refund. At most, I should have to pay delivery fee only which I was told was around $80.

Business

Response:

Good Afternoon [redacted]We are very sorry that the customer has had a bad experience ordering from our website. Based on our review, we found that the customer did not speak to us before she purchased. If she received bad information about the model she ordered on our website, that information did not come from one of our representatives.As part of the check-out process, we have all customers agree to our policies. Once the customer submitted the order, our system sent an automated email with a link to our policies. We also sent an e-mail with links to our policies on 4/29 after we verified stock availability (see Automated E-mail and Order Confirmation [redacted]).We shared our policies before and after the customer submitted her order. For returns that occur at delivery, our Cancellation & Return Policy states, “Home Gallery will deduct a 25% restocking fee and outbound shipping fees from the refund amount. Shipping charges paid by the customer are non-refundable. The outbound shipping fee is the shipping expense that Home Gallery Stores paid to provide delivery to the customer.”The customer ordered [redacted] in the Black Cherry finish on 4/28 via our website. We special ordered that model for her and attempted to deliver the order on 5/30.The customer e-mailed our customer service department after delivery on 5/30 to advise that she received the wrong color and had refused the order. She stated, “I already have two pieces of this set and was reassured before I placed the order online when I called the store this would be reddish brown and match my set. Not black.” She requested a call back on Monday (see Email - ADSIT Order #265248 [redacted]).Before we returned the customer’s call on Monday, we checked our phone records. The customer previously ordered from our site on 11/27/2014. We found a call from 11/27/2014, but we did not find any calls to our store from the phone number associated with the order between 11/27/2014 and the day she accepted delivery on 5/30/2015 (see Call Records [redacted]). We called the customer on 6/1 and advised that we did not have a record of any calls from her. The customer provided her work number. We checked our records for calls from the work number and did not find any calls from the customer’s work number (see Call Records [redacted]).The customer’s complaint states that she contacted multiple retailers before she purchased. Based on our records, she did not contact us. Therefore we did not provide assurance that the Chest would match items in her home. On 6/2, we spoke with the customer via phone. We advised that we did not have any calls from her work phone number. We offered to redeliver the Chest and contribute $85.00 toward the redelivery fees. The total we paid for the outbound shipping on the original delivery was $221.30, and this amount is what we would be charged for redelivery. We informed the customer that she would be responsible for the balance of $136 for redelivery. We also advised the customer of the return fees. The customer asked us to proceed with the return. We followed-up with an e-mail to the customer apologizing that the chest did not work out for her. She responded via e-mail and told us to issue a refund (see Email - ADSIT Order #265248 [redacted]). We processed a refund of $229.00 on 6/3. We do not make money on return fees. The money we collect in return fees covers the expenses we incur to process an order, such as shipping fees and the product cost. We special ordered the Chest for this customer. We do not have another purchaser for this item, and we cannot return it to the manufacturer for credit.This Revdex.com complaint should be expunged from our records. We do not know who the customer spoke to before ordering, but we know she did not speak with anyone from our company. We processed, shipped, and attempted to deliver the item the customer ordered. We processed a refund in accordance with the Return policy the customer agreed to before she submitted the order, and which was the resolution the customer agreed to accept.Sincerely,[redacted]

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The business checked their phone records and said I didn't call. I got to their store somehow either calling or transferred. Asked for the information before purchasing. When it arrived it was the wrong color. I lost stalking fee and shopping. A total hit over $300. I don't find this fair or a fair business practice. They also told me to send it back, which when looking at the big picture, lost me $300 and the product. So nothing to show for it and a loss of most of the purchase total fee.

Review: On June 8, 2014 I purchased a piece of furniture from Home Gallery for $2,451.33. I was told I would receive delivery within 6 weeks. On July 20, 2014 the cabinet was attempted delivery however I declined the delivery as the item was damaged (holes in the sides of the cabinet), the driver of the delivery truck suggested that I not accept the item, which I followed his advice. I was in contact with Home Gallery customer service via email that same day. I was told the furniture would be reshipped within 3 weeks. After the three weeks and no further communication from Home Gallery, I told Home Gallery that I wanted to cancel this order as I am not going to wait forever. They tried to tell me that they were going to redeliver the same piece and mail me plugs for the holes, which I did not accept. I told them to cancel the order, they said they would cancel the order but I would have to pay a 50% restocking charge, which I said I would not accept.Desired Settlement: I want the full $2,451.33 refunded to the credit card I used for this purchase, as I have waited over 2 months and do not have any product - furniture.

Business

Response:

Dear [redacted]

We are very sorry for the inconvenience the customer has experienced with her order. We offered to redeliver the order at our expense and provide additional, non-standard parts to meet the customers expectations.

Home Gallery, Inc. is an online furniture retailer. We have an extensive website with many product offerings. We show pictures and provide details on our website to assist customers in researching and determining the best product for their needs.

The customer shopped our website and placed an order via the shopping cart on our website on 6/7/2014. During check-out, we provided our complete policies and required the customer to indicate that she had reviewed and accepted our policies. The customer checked a box next to the following paragraph:

By checking the box to the left, I agree and understand that I am providing my electronic signature, and I have reviewed and accept the complete “Terms and Conditions of Sale” [redacted] including the “Limited Warranty for Damage or Defect” and the “Cancellation & Return Policy”.

We sent a personalized e-mail with the order summary and an estimate for delivery within 4 – 6 weeks ([redacted]) on 6/9/2014. The “Order Confirmation” again informs the cardmember, “During the check-out process, you agreed to our complete “Terms and Conditions of Sale.” We ask that you save this e-mail and print the complete “Terms and Conditions of Sale” [redacted] for your review and reference.”

The manufacturer shipped the order and our delivery partner confirmed a delivery date for 7/20/2014. The delivery date fell within the timeframe we originally estimated.

Our delivery partner attempted delivery on 7/19/2014. Unfortunately, the customer refused the order at delivery. Part of her reason for refusal was based on the recommendation of the driver. The delivery document notes, “Damage (pre-drilled holes punched out) on Both Sides” (see Freight Bill enclosed). Our policies instruct customer to refuse damaged/defective goods at delivery.

The customer e-mailed us on 7/20/2014 to advise that she refused the delivery due to “damage to both sides of the cabinet”. The customer found “punched out holes on the sides of the cabinet” and advised that she wanted “a 100% perfect piece of furniture”. We responded to the customer on 7/21/2014 and advised “we will work with our delivery partner and the manufacturer to determine how we can return your order to you as soon as possible” (e-mails available upon request).

After reviewing pictures from our delivery company and consulting with the manufacturer, we found the order was not damaged at all. On 7/28 we informed the customer via e-mail, “The holes in the side of the item, that were reported at delivery, are a manufacturer standard. This item is a modular unit, that allows other items in the collection to attach (if purchased).” We recognized the customer missed this feature in the pictures on our site. We informed the customer, “Parker House is shipping replacement "wood plugs" for the sides of this cabinet so that the holes do not show.” We shared pictures from our website and assembly instructions from the manufacturer to reassure the customer that the holes are an intentional design element for the model she ordered. We then provided a time-frame for redelivery, stating “Your order will be ready for delivery in approximately 14-20 days, if not sooner. This item will be 100% on re-delivery. We apologize for any inconvenience.” (see Pictures and Assembly Instructions enclosed).

The customer advised on 7/29/2014, “if there is any other damage to this piece upon delivery, I will not accept.” She also informed us, “I have already advised

my credit card company of this current situation in case it is not rectified.” (e-mails available upon request).

We understood the customers concern, and our Limited Warranty for Damage or Defect instructs customers to refuse items if they arrive with damage or defect. Per our policies, restoration or replacement is the sole remedy for items refused due to damage or defect.

The customer contacted one of our representatives on 8/15/2014 stating, “I am contacting you regarding my order of the [redacted] with white glove delivery for $2,451.33 which I ordered on June 3, 2014. It was sent damaged and I did not accept delivery on July 18, 2014. I was told by your customer service rep that I would receive the piece within 2-3 weeks of that date in proper condition. I still do not have the delivery and therefore I have notified my credit card company and request that you immediately refund the full amount paid (noted above) to my Bill Me Later/Paypal Credit account.” (e-mails available upon request).

We sent a message to the customer on 8/15/2014. We apologized again for the inconvenience the customer experienced. We offered to have our delivery partner deliver the unit as-is and the manufacturer would send the parts to her directly. Since the customer indicated she had filed a dispute on the payment for the order, we provided her with two options with regard to a dispute of payment: “1) Let the dispute stand, in which case we will not proceed with delivery at this time. We will instead respond directly to your credit card company's dispute in order to bring this issue to a close. Or, 2) You may contact your credit card company to close this dispute immediately, at which time we will allow Sun Delivery to release your order for scheduling.”

We further stated, “If you proceed with the dispute and your credit card company finds in merchant favor, your options will be to accept re-delivery of this item, or return it under our standard return policy (under which a 50% restocking fee will be deducted from your refund.)” (e-mails available upon request).

We later found that our delivery partner contacted the customer on 8/15 to discuss a delivery for 8/24. The customer would not confirm or accept delivery for this date (e-mails available upon request). After the customer stated she was disputing payment, we informed our delivery company to hold the order. We received notification of this Revdex.com complaint, but we have not received notification of a payment dispute.

We always endeavored to provide the customer with her complete order. While we are sorry that the customer missed the holes in the side of the piece at the time of purchase, we are not responsible for her oversight in reviewing the product details. We wanted the customer to be happy with her purchase, and we went above-and-beyond our policies to provide additional, non-standard parts to cover the holes.

We again contacted the customer on 9/8 to see if she would accept delivery of her order with a discount for her dissatisfaction with the product and for the hassles/delays. The customer advised she will not accept delivery (e-mails available upon request).

The customer chose the wrong item for her needs and expectations, and we will process her request to cancel/return the order in accordance with our Cancellation &

Return Policy. We have issued a refund less a 50% restocking fee. For the record, the order cannot be returned to the manufacturer, and the restocking fee we retain does not cover the total expenses for shipping and product cost that we paid in our attempt to special order and deliver the goods to the customer.

If the customer changes her mind about accepting a delivery for this order, please instruct her to contact [redacted] with payment information for the amount refunded.

Sincerely,

Consumer

Response:

I have reviewed the offer 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 am attaching several documents which include two from yesterday, Home Gallery's offer (which indicates they know they were wrong) along with my reply as well as the original order and the referenced photo from their website they are referring "show" holes come free of charge on the sides of the cabinet. Unless you magnify the photo you do not see any holes, I have seen this piece of furniture in the [redacted] there are not holes in the sides and since Home Gallery was selling the same manufacturer piece for $200 less, I decided to order from them. They immediately charged my credit for the purchase on June 6, 2014. I waited 6 weeks for delivery and had the problem upon delivery - the driver of the delivery company said it was damaged and they were having issues like this and he would suggest not accepting. I took his professional advice and since I paid over $2400 for this item, I felt the cabinet should be in perfect condition, this was not a $400 cheap cabinet. I immediately reached out to both the delivery company and Home Galleries. They told me they would repair the item and were sending plugs to the delivery company to repair and redeliver. I waited an additional 3 weeks, and had to again contact Home Galleries who gave me the statement in the attached email saying they could redeliver the piece without the plugs filled and would send me the plugs to put into the piece myself. This was ridiculous. How long does it take to ship out plugs? This should have been done the day they received the complaint. I have had missing parts on other purchases I have made through the years and the customer service department usually ships out ASAP. Not Home Gallery...why did they care, they have the cabinet and they have my money.

Additionally, I am undergoing cancer treatment for stage 4 melanoma, I have never in my 55 years of life experienced a bully agreement such as theirs, so much for happy customers, this has been very stressful especially in my condition. If they had delivered the furniture in perfect condition, I would have gladly accepted it. However, they have been playing games and bullying their consumers by threatening the return policy of 50% restocking when the item was not as described and delivery was not accepted. Isn't this a nice way to make money, wait to deliver the item until 6 weeks, if the item is defective, they only have to return 50% as it is past a certain date. Very convenient and very deceptive. This is almost theft. Where is the customer's protection? Again I saw this cabinet in person at a competitor furniture store and there were not "holes" on the sides. This is not an "accessory" of the product, as Home Gallery is stating, it is lack of quality control on their part and I don't think I should have to pay for this. I am requesting a full refund. On your website another one of their customers received a full refund, I don't think my situation is any different and I would request the same outcome - 100% money back.

Should you have any further questions, please do not hesitate to contact me. Thank you.

Regards,

Business

Response:

To Whom It May Concern,

Our offer to issue a credit to the customer is not an admission of fault. We special ordered the 2-pc Display Wall for the customer, and we wanted her to receive her order.

We collect payment at the time of purchase because we special order the furniture, and we advise this during check-out. We estimated to provide delivery within 4 – 6 weeks, and we met that timeframe.

Although the order did not meet the customer’s expectations, there is nothing wrong with the furniture. The customer has buyer's remorse, and we provided a refund in accordance with our Cancellation & Return policy because this is a customer preference return.

Our Cancellation & Return policy is consistent with return policies for online retailers. The policy states, "Orders Cancelled after Shipper Contact, at Delivery, or after Delivery" are subject to a “50% restocking fee”. Additionally we inform purchasers, "The restocking fee covers administrative, shipping, storage, and all associated fees incurred during the processing and shipping of your order." No retailer that special orders from the manufacturer directly and ships White Glove can provide a full refund so that customers can try out furniture in their home.

We paid $574.00 to ship the order to the customer, and as stated in our previous response, we cannot return the order to the manufacturer. The shipping fee must be paid to the shipping company whether the customers takes the item or not. We do not stock furniture, we ordered this model for this customer specifically, and we cannot return it to the factory or receive credit for this model, particularly when there is nothing wrong with it.

We do not know what the customer saw in another store, but it must not be the exact same item because the factory makes the item with holes in the side. We consulted directly with the factory about this item, and the order was exactly how the factory intended. This cabinet is designed to accommodate additional side piers. It can be used as a stand-alone cabinet, but it is not modified based on whether or not the side units are purchased. We ordered the wood plugs from the manufacturer (we do not stock parts), which are not included with the model she ordered, as a special request from the factory and to try and satisfy the customer.

We offered an extreme discount to this customer to take the item because it was a generous and fair offer. We wanted to find an amicable resolution, and we wanted the customer to receive her order.

The same day we offered the deep discount, and the customer declined the offer, we advised, “We want to be fair to you, and if we can reassign the order within 120 days, we will issue another refund to you (less any discount/mark-down to sell the goods we ordered specifically for you). There is a small chance we will be able to reassign this order or sell it on our Clearance site.”

We will likely have to sell the order at a deep discount. Our sales records show that we have sold this 2-pc Display Wall to one other customer in the past year. If we do not sell this model within 120 days, we will have to liquidate the goods. If we do have to liquidate the goods, we will not be able to issue any further refund.

The offer to deliver the order still stands, provided the customer pays back what we have refunded.

We are sorry to hear of the customer’s hardships. Our policies are not intended to bully customers. Our policies are consistent with similar retailers, and we hold ourselves responsible for issues we cause. We do not accept responsibility, financial or otherwise, for the customer’s preference to cancel/return the order because it does not meet her expectations based on furniture she saw at some other retail location.

Sincerely,

Consumer

Response:

Re: Complaint ID[redacted]

I do not see any new offer here to accept from this company. They refunded 50% of my payment and kept 50% as their "restocking fee" which makes me very upset.

Review: Ordered dining room set back in May of this year. Patiently waited for our delivery. Scheduled with delivery company back on 3rd or 4th of August. While product was being delivered we noticed damage to every piece that they had unboxed. Approximately 4 out of 7 pieces. Refused entire shipment and delivery company took everything back. Contacted Home Gallery Stores and informed them of our issues. Told by them that they have to go through their respective processes to resolve our problem. Received notification through e-mail that the damaged items were being reorder and should take another 4 to 6 weeks delivery time. Again notified through e-mail that replacement items were at delivery company warehouse and would be notified by them to Scheduled delivery. Scheduled delivery date and again refused shipment as they on had replcement items on truck not the entire order. Again contacted Home Gallery Stores and told entire order is at delivery company warehouse and would be contacted by them to schedule delivery. This was over 2 weeks ago and still nothing. Now this all started in May and we still have not received our purchase.Desired Settlement: Either get our order delivered or refund our payment

Business

Response:

Good Afternoon [redacted]We are very sorry that our customer has had this delivery

experience. Issues such as accidental damages occur for a small percentage of

our orders. In this case the resolution took longer than we anticipated, and

had some communication issues during the resolution process. We have addressed

those issues with our delivery partner’s management team. As of 10/23/2015 the customer is now scheduled for delivery

of their complete order on 10/30/2015. We have provided our delivery partner

with special instructions to ensure that the delivery on 10/30 is successful. We contacted the customer 10/26/2015 to provide them with

our information, in the case that the delivery on 10/30 does not go as

planned. We regret that this customer had this experience, and we apologize

for the inconvenience this has caused. We want our customer to receive their

order, so they can start to use and enjoy it. Sincerely, [redacted]

Consumer

Response:

This is my second complaint within the past month with this company. Today on Oct 30 2015 I again had a Scheduled delivery. Upon, the delivery companies arrival the driver recommended to me that I should reject the entire order due to damages. I went to the truck and took some pictures of just some of the damage noted by the driver. The reason I refused the entire shipment was due to any hidden damages that I could not see as to the way the pallet was packed. I have tried numerous times today to contact a representitive from home gallery, with no results. As stated in my previous complaint this has been going on since May of this year. Now according to previous correspondence with Home Galley their policy is no refunds. After six months, we feel that we are now the victims in all of this. All that we want is to get a full refund, and any compinsations should be between Home Gallery and whatever shipping /delivery company that they chose. Again, we feel that 6 months of waiting for our purchase to be delivered undamaged is not an unachievable request. We have waited patiently, but enough is enough and we want our money back so that we can purchase a Dining Room Set locally ando be done with all of this. Please put yourself in our position, hoe would you feel. Your assistance would be greatly appreciated. Thank you again

Business

Response:

Revdex.com spoke with the business. After the issues with the delivery on October 30, 2015 the business made the decision to provide a full refund to the customer. On November 4, 2015 the business was not able to provide a refund directly to the customer's card as it has expires and their control issued a check. It was mailed out on or about November 9, 2015. The business notified the customer of this by phone but had to leave a message.