Home Gallery

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I felt coerced into signing the delivery form since it was 9pm and the driver made it clear he had a very rough dayThe hutch is continuing to crack apart due to the nature of the screws up inside of the hutchThis thereby makes any inspection upon delivery mootI have never had such difficulty resolving an issue with a company as I have with nowThis is totally unacceptable and terrible customer service, blaming the customerMaybe the shipment delay and time was not an accident? Maybe I was taken advantage of? I would accept a full refund, and I will be happy to then purchase the same hutch from a different company who utuilizes a different delivery service, one from whom I have used successfully in the past for other bedroomset item from this beautiful Samuel Lawrence Sweetheart collectionHowever their cost is nearly double, so I will need reimbursement in the amount of $ [redacted] ] Regards, [redacted]

We are very sorry that our customer has had a bad experience ordering from our websiteOur customer purchased Custom Made-to-Order Furniture Pieces and we have experienced some significant delays with receiving our customer’s items from the factory Since receipt of this complaint we have spoken with our customer regarding options for resolution, including a full refundOur customer would prefer to receive delivery of the items purchased versus a refundWe are in the process of discussing with the customer a partial delivery of the items that are ready for delivery, and offering an additional discount for the delayIf we are unable to provide a firm delivery ETA for the remaining bed, we will provide our customer with a full refundAgain we regret that our customer has had a bad experienceWe are doing all that we can to provide satisfaction on this order, by working closely with the customer on some different options for resolutionThank you, Laura F [redacted]

May 2, Response to Revdex.com complaint [redacted] , low price guarantee, BMC Moiselle Table, model 3179-700-Thank you for the opportunity to address the concerns of the consumer regarding our communication and the terms of our low price guaranteeWe regret that we did not connect with this customerWhile researching her complaint, we found that her calls to us were received after our business hours on Sunday, 4/17/between 17:32:p.mand 17:47:p.m Call Center hours are posted on our websiteOperational 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 [redacted] are as follows and our terms are displayed on our websiteLow Price Guarantee: Our 'Low Price Guarantee' states that if you find the same merchandise for a lower price within days of your purchase, Home Gallery, Incwill 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 retailerWhile researching the consumer’s complaint, we attempted to create the pricing she received from [redacted] for a Bassett Mirror, Moiselle Dining Table, inch round, model 3179-700- We were not able to locate the product on their websiteWe found Bassett Mirror Dining Tables, none of which were priced at $We did, however, find the 7% Off Sitewide Sale Code: HomeSaleWe found the following shipping options in the [redacted] shopping cart: FREE for Standard Delivery (UPS, FEDEX, CURBSIDE) +$SHIPPING ADD for inside delivery +$SHIPPING ADD for white glove premier In contrast, the HomeGalleryStores.com website sells the Bassett Mirror, Moiselle Dining Table, inch round, model [redacted] for $with Free In-Home Delivery and Sincluding assembly in the customer’s room of choice Delivery allows for up to two flights of stairsPackaging will be removed by our delivery serviceIn 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 $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, inch round, model 3179-700-906ECWe do, however, welcome the opportunity to provide the consumer with more information regarding the Bassett Mirror, Moiselle Dining Table, 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 ManagerHome Gallery Stores | www.HomeGalleryStores.comP 804.249.4444, EXT | F 804.277.4426Mon-Fri 9am – 6pm Eastern Time

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

Revdex.com: 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 I waited weeks for the delivery, which was not in 100% perfect condition as stated in my previous emails and statements The shipping company drivers even stated that this was frequently happening where the holes were punctured and I should not accept delivery I IMMEDIATELY contacted both the shipper and Home Gallery who guaranteed me that I would receive the piece back completely and in perfect condition I was worried about where they were going to store the item unboxed while waiting for the plugs that they were going to repair the piece with I waited till the last day of when they said I should have the piece redelivered and told them I could not wait any longer Yes, I had to call them, they never contacted me with an update or anything during the waiting period for a repair Then they made the offer of redelivering the item to me and sending me the plugs separately Why would I accept that offer when the plugs did not make it to shipper in weeks time...did I believe they would ever make it to me? As an educated consumer, I don't agree with their 50% restocking fee as I wanted this piece, but I wanted it in new perfect condition which it was not upon the delivery attempt Their company has a policy that states if you attempt to make any negative remarks or comments anywhere with anyone, they will take you to court for their losses What kind of good business does this I consider this a bully attitude and I also wonder how often they do this considering the delivery time of the furniture - normally takes - weeks -- after which time the 50% restocking fee comes into affect, it does not state if the item is damaged or not as specified, which was my case- I wanted this piece of furniture and yes it was the exact same piece I saw at [redacted] ** Same manufacturer, same piece I would really like to know if they would personally accept a piece of furniture paying close to $2,for a stand alone piece, as displayed on their website, you could purchase stand alone or with side panels, it doesn't make sense for the holes to be punched out if an order is for a stand alone piece I would hope this company sees fit to offer a minimum of $1,credit to my original payment method which is equal to the the $1,remaining balance due me less $towards the delivery charge that I am willing to contribute to so this matter is resolvedThis is a final offer to settle this matter I feel this is a fair offer considering the promises made and not fulfilled with the delivery and condition of this item If this offer is accepted I will not pursue any lawsuits, etcand give my word that I will not post any negative feedback about Home Gallery Regards, [redacted] ***

I was shopping online and wanted to get a link spring frame for a day bedhttp:// [redacted] / [redacted] This is what I was looking forShipping cost more than the item so I called them since they were close and they said yes they can order it for meI waited a week for it to come in and went to pick it upIt had several scuff marks where it had scraped against something else and When I saw it it did not look like the item I had researched onlineI told the salesman it was the wrong thingI told him to look at the damageHe said nothingMy poor daughter had been sleeping on the floor for over weeks at this pointI felt bad for herHer back was hurting herANyhow, I just took it home as he had said no refund store credit onlyI took it home bought the necessary parts from [redacted] to hold it

I placed an order online, and was supposed to be able to pick up my merchandise at the location on [redacted] Placed the order I believe on the 6th of sept was supposed to pick up on the 10thI then got an email that they no longer have those tables or cant get them from the manufacturerI asked for a refund and why they would proceed to take my money out of my account if the product was not available?they said they can only give me store creditSince then ive have spoken to people one lady told me that they were processing my refund and it would take up to 48hrs, that was on the 21st, still have gotten no answer from them , I tried to call the company again now they say I have to reach out to corporate who you can only get in touch with by emailthe money was withdrawn from my account on 9-17-for the amount of Im at a lost what to do now? But I thinks its fair that I get a refund

On July 24th I went into the Home Gallery Furniture Store on [redacted] Ave Philadelphia PA, Along with my wife, we purchased a sofa and a love seatwe was told they will deliver on July 29th between 12pm and 2pmWhen the delivery guys came they measure the door and they said the love seat and sofa will not fitHowever they never took the love seat and sofa off the delivery truck and leftWe when back to store and they told us that we have to speak with manager about itWe was given a number to call we spoke with a gentleman name MikeAfter speaking with Mike he told us that we're going to be charged an additional fee of $for them to deliver back out Mondaywe question why do we have be charged an additional fee, when your delivery guys never attempt to put the love seat and sofa insideTheir store policy state they're not responsible for any furniture not fitting through the door or in the roomThey void their contract because they never attempt to put the love

Revdex.com: 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 - 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, [redacted]

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

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [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 closedThank you for your assistance in this mattter Regards, [redacted] ***

To Whom It May Concern, We sincerely apologize for any inconvenience the customer has experienced regarding their HomeGalleryStores.com orderWe are sympathetic to the delays they have experienced and we had diligently worked with the [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 possibleThe failure of the Shipper to not have contacted the customer for their scheduled delivery is not our way of assisting our customers and we are very sorry that the customer did not receive their order as they expected.We have come to resolution on this Order # [redacted] by refunding customer, [redacted] the full amount of his Order of $ to his original form of payment as of 8/17/2016.Further information and documentation is available upon request

We purchased the furniture from them the sale person is [redacted] and they delivered some of the funiture on the 5/11/ One the dinner table set of pieces and the cafe table did not match the descriptions when we ordered in the store; therefore they take it back and the general manager [redacted] called me and told me to back to the store pick the piece we want and we will be charges for restocking fees of 15% and we agreed with that but when we go back to the store they refuse us exchange or return They said that they will not take the the items back since that is special order but we did not get inform when we purchased or on the invoice They said we have to keep the item and they will charges us another delivery fees when they delivery back to us They also holding us one bed, one dresser and one night stand that still did not deliver The total about $ Please help us resolved this matter Sincerely, [redacted] May,

Revdex.com: 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 $less, I decided to order from them They immediately charged my credit for the purchase on June 6, I waited 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 $for this item, I felt the cabinet should be in perfect condition, this was not a $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 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 complaintI 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 melanoma, I have never in my 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 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, [redacted] ***

We at Home Gallery applaud the Revdex.com's ability to give consumers a voice What follows are the events of Ms [redacted] s purchase Ms [redacted] came into the store and said she wanted to order a link spring Not stating that she did "research" on line and wanted a specific link spring JUST A LINK SPRINGWe ordered the only link spring Home Gallery carries A [redacted] * At pick up Ms [redacted] said it was the wrong one We explained to her that it was the only one we carry She then said that it was not the one she saw on THE websiteI checked our website and the [redacted] was the only one on our website.If you reference Ms [redacted] 's letter she copied the web address that she states shows the correct link spring of what she wanted to order, [redacted] [redacted] ***'s website is NOT Home Gallery FurnitureIf you go to our website [redacted] and type link spring in the search box, only one link spring comes up...The [redacted] which is what we order for the customerAt pickup, when Ms [redacted] said it was not the right oneShe was offered a store credit at that time She also pointed out a small scratch It had nothing to do with mechanical structure of the link springAgain, she was offered a store credit She decided to take it home and use it.So the customer is not free of culpability here.At this point, to satisfy a customer we are willing to take back the link spring provided it is in operational condition, with all parts intact and issue a store credit minus 15% restocking fee per the store policies the customer signed.Regards, Tim D [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I received a letter from the Revdex.com with an explanation from Home GalleryI did contact them on 12/16/inquiring about a replacement item only to be told that item listed as available on their website was also not in 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 stockWith identity fraud a daily occurrencetoo many unsuspecting consumers will enter credit card information for a product they will never receiveIt may have been an honest mistake on their part for one item but not for multiple items.I would be very careful ordering from this site Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

On August I went into store mind You I spent my money in this store other times beforI let FGiGi sale person know that I wanted to purchase love seat n sofa she said she would make sure that I didnt have deal with anything that they were a good company I said my birthday is on the all you sure that they will have my things me she said let me call she said yesit will be to you on that following Tuesday Ashley [redacted] it didnt happen I said I'm very upset she said i'm sorry but they told me that it would be ready I asked well they need give me my money back she said she would see what she could do they wasnt trying give me my money back which locked me in it was theyre fault not mind but they wouldnt bend so I had pick something else I didnt really want anything else out of there I spent almost close 2hours tryig to dfine something I told her I wasnt happy at all so ther set that I went they didnt have black I said if I had get it I perferred black they had

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

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/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/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/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 setNot black.” She requested a call back on Monday (see Email - ADSIT Order # [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/ 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/and the day she accepted delivery on 5/30/(see Call Records [redacted] ) We called the customer on 6/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 $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 $for redelivery We also advised the customer of the return fees The customer asked us to proceed with the return We followwith 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 # [redacted] ) We processed a refund of $on 6/ 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] ***