Home Gallery, Inc.

Review: We made a purchase for Living Room furniture in January. The First Delivery to us was made in March. We ordered 6 pieces. Three of the pieces had imperfections & 1 piece was damaged. We contacted the company, after a couple tries we were assured they would be replaced. After a few more weeks of no communication back from the Home Gallery, we contacted them again. They again ssured us that the delivery company would bring the 4 new pieces & take away the damaged ones. We waited & waited then contacted them again, this is now going on 3 1/2 months. We decided that we could live with 3 of the pieces with imperfections & they were going to credit us $200.00. They only credited us $70.00. Anyhow, we kept those pieces & the 4th piece was finally delivered last week, but again there was significant damage. We had the delivery company take this piece away. We tried contacting Home Gallery last week & everyday since but with NO response. At this point, we would like a full Refund for the Entire order. It has been over Four months since we were charged & we still have an incomplete living room.Desired Settlement: We've tried Numerous times to come to a settlement with Home Gallery but they either refuse to respond or send us Damaged furniture. At this time our patience has worn & we expect a Full Refund of the entire order. As now we must go out & look for a piece of furniture, media Center, that will match the other pieces we have.

Business

Response:

To Whom it May Concern:We are sorry for any inconvenience to the customer. We have had difficulty providing the customer with his order due to accidental transit damage. The customer ordered on 1/1. We estimated he would take delivery in 6 - 8 weeks, and he accepted delivery of his order on 2/26, which was 8 weeks from the date he ordered. We have had difficulty providing the customer with his complete order, and at this time he is awaiting a TV Console.At the first delivery attempt on 2/26, the customer kept the complete order, and noted damage/defects on the delivery paperwork for the Writing Desk and TV Console. Later, the customer emailed on 3/1 and 3/2 to report damage to the TV Hutch and End table. We responded to the customer on 3/4 to advise that we were working with the manufacturer and our shipping partner to determine a resolution. We let him know that we would provide an update in a few days.On 3/11, we spoke with the customer’s wife when she called in to our office. We advised that we were ordering replacements for the Writing Desk and Hutch back panel. We offered compensation in the amount of $75.00 for the end table. The customer’s wife agreed to these resolutions. We advised it would take 6 – 8 weeks for delivery of the replacements.The customer received a courtesy e-mail from our delivery partner on 4/1 for the replacement Desk and Back Panel. The customer received an e-mail from our delivery partner to schedule delivery of the replacements on 4/23, and he accepted a date & time on 4/25. We delivered the replacement Writing Desk and Hutch back panel on 4/30/15 (which was 7 weeks from the date we ordered the replacements). The customer accepted and signed for the order with a clean bill of lading.For the defective TV Console delivered at the original delivery, the issue concerned the hole drilled for one of the feet. We exchanged several messages with our deliver partner to investigate in-home repair or pick-up with shop repair. Ultimately, we found this option was not feasible.We contacted the customer and his wife via email on 3/19 to advise we would have to order a replacement console and requested photos of the issue to file a claim with the manufacturer. The customer’s wife provided photos of the defective console on 3/23, and the manufacturer approved a replacement TV Console on 3/31. The customer received a courtesy notice via e-mail from our delivery partner on 4/13. The customer received an e-mail from our delivery partner to schedule delivery of the replacement on 5/8, and it is noted that the Client Accepted a Date & Time for delivery on 5/8. We attempted to deliver the replacement TV Console on 5/14/15, and the customer refused the item at delivery due to damage to the back panel and cracks in the finish at the wood joints. The customer’s wife sent pictures of the damaged TV console on 5/14, and she called on 5/14 and spoke with a customer service representative. The customer's wife e-mailed us on 5/18 and requested we contact her before the end of the day. We did not respond within the timeframe requested, and we apologize for that. We received notification of this dispute on 5/20. The customer also e-mailed us on 5/20 to advise he had filed a dispute. He requested that we provide a replacement within 2 weeks or pick-up the order and issue a refund. We responded to his message to advise that we could not deliver a replacement within 2 weeks and advised we would arrange for pick-up. The customer’s wife called us on 5/21 to request that we cancel pick-up and she stated she would give us more time to provide a replacement.We have contacted the customer and his wife via e-mail with some additional options, and we are awaiting their final decision.Sincerely,[redacted]Customer Service ManagerHome 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: Placed an online order for furniture on 8/7/13 in the amount of [redacted]. Credit card was charged the same day. General delivery timeframe given 4-8 weeks stating that I would get a call to schedule the exact delivery date. No call received to date. Contacted the company to ask about the status and on 8/19/13 received an email from the company saying that my order was shipped on 8/14/13 and I would receive a call the following week. I waited a week - no call. Followed up with the company again on 8/23 and was told there was an issue with the shipping company and that they would get back to me early the following week. Followed up again after not hearing back as promised but not getting any response back, In the meantime they have my money, I have no product and no confirmed commitment to have the product delivered within a reasonable timeframe. Any good business has the ability to track orders and give customers accurate projected delivery dates. This company told me it's outside of their control. Their policies are extremely vague and allowing them this kind of behavior.Desired Settlement: 1. I need a clear ETA for delivery of my order and I want that ETA met. Or I want a full refund of my money. 2. The company needs to change their policy. a) It's understandable to provide a delivery range of 1-2 month before an order is placed, but after an order is placed the seller must follow up with a more reasonable shipping/delivery commitment and keep the customer appraised of the order status. b) The seller should not be charging customers until the order is shipped.

Business

Response:

Dear [redacted],

We are very sorry for any inconvenience experienced by the customer.

We special order all goods from the manufacturer directly. Due to the special order nature of our business, we collect payment at the time of purchase.

The customer did place her order on 8/7. We sent an e-mail the same day stating, “If your merchandise is in stock, your order should arrive in your home within 4 – 8 weeks.” In addition, we provided a link to our complete Terms & Conditions of Sale, which all customers are required to review and agree to before they can submit an order.

We found the customer submitted a complaint on a consumer website on 8/19, and we reached out to the customer that same day to provide an update. The salesperson e-mailed the customer the order confirmation on 8/19; advised that the order had shipped from the manufacturer as of 8/14; and set the expectation that the customer would receive a call the following week (8/26 – 8/30) to confirm a delivery date.

We acknowledge that we provided inaccurate expectations for the customer to receive contact to confirm a delivery the week of 8/26. Additionally, the salesperson revised the estimated delivery to 4 weeks. This time frame is not accurate because it does not represent the time needed for such an order to process, ship, and deliver. For this customer, the order must ship from the manufacturer in [redacted], arrive to our delivery partner in [redacted], transfer to the destination warehouse in [redacted], and route for delivery to [redacted]. We have taken steps to improve the expectations we set and improve communication with our customers.

Our last communication to the customer occurred 8/29. In our message to the customer, we reviewed many details about the nature of our business, her specific order, and how we track orders.

The customer received a call from our [redacted] delivery partner on 9/3 to schedule delivery for 9/14. The delivery date scheduled is 5 1/2 weeks from the date of purchase, and within the 4 – 8 weeks estimated at the time of purchase.

The customer confirmed delivery on 9/14 with “no restrictions”. Our delivery partner provides a 4 hour delivery window, and if there are any delays during shipment, our delivery partner will contact the customer. As we shared with the customer before and after check-out in our Terms and Conditions of Sale, “Deliveries may occur earlier or later than scheduled due to the nature of long-distance, nationwide shipping and unforeseen events.”

We are constantly evaluating and improving our order/delivery process and communication with our customers. We appreciate the customer’s feedback and hope to incorporate her suggestions as we continue to improve.

Sincerely,

Manager, Customer Service & After Delivery Care

P [redacted] x [redacted] | F [redacted]

Review: I ordered a sofa table from this company. I actually tried to cancel my order a few days later but was told it was too late and I would have to return it once I received it. It arrived last Tuesday ( 2/24). Since that day I have been asking for an RMA number only to be told that they are working on it. It's been a week and no one can seem to get me a return authorization. I have spoken to three different individuals and not one can seem to get this taken care of. This company is shady and I would never do business with them again. Crooks.Desired Settlement: My money back in full.

Business

Response:

To Whom it May Concern:We are sorry the customer changed her mind about her order.The customer placed an order via our website on 2/7. We processed the order and advised it would take 1 - 2 weeks to deliver. The manufacturer shipped the order on 2/16, and the customer requested that we cancel her order on 2/17. UPS delivered the order on 2/24/2015. We processed, shipped, and delivered the order in accordance with the Terms & Conditions of Sale the customer agreed to before she submitted her order.We could not reroute the order during the shipping process. On 2/18, we e-mailed the customer and instructed, "When the order arrives, you may contact us in the Customer Service department at this email address to initiate a return under our Standard Return Policy" (see e-mail enclosed).The customer contacted another employee at our company on 2/25, and a customer service representative e-mailed the customer the same day to inform her that we requested an return authorization number from the manufacturer. We followed-up with the manufacturer on 2/26, 2/27, and 3/2 with all the requested information to process the return. We informed the customer on 3/2 that we expected to have the return authorization for her on 3/3, and we sent the return authorization number and return shipping address on 3/3.In accordance with our Cancellation & Return policy, the customer is to arrange and pay for the return shipping. The customer requested assistance with executing the return, and since we would be paying for the return shipping fees, we asked her to agree to an adjusted return fee and refund amount.The customer agreed to the adjusted amount and asked us to create a return shipping label on 3/5. We provided the return shipping label on 3/9 and pick-up is arranged for 3/11.We are sorry for any frustration or inconvenience to the customer. She will be receiving the agreed upon refund for the order once it is received and inspected by the manufacturer.Sincerely,[redacted]Customer Service ManagerHome Gallery, Inc.[redacted] x [redacted]

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,