![]() The only problem was that the refund was never applied to my credit card. The other picture in the set of two was no longer in stock. He explained the reason I only received one picture. After explaining the situation to him, he was able to cancel the delivery of the second picture of the set and he arranged for a refund for this picture. I contacted customer care again and spoke to another customer care agent named FABIAN at the Gardena, California location. After waiting a few more weeks I received one picture out of the set of two. This is where things took a turn for the worse. Unfortunately, I chose the replacement pictures. Karla provided excellent customer service and I promptly received return shipping labels and was given a choice of a refund or replacement of the pictures. I contacted Z Gallerie and spoke to KARLA in customer care at the Gardena, California location. After waiting for two months my pictures arrived completely damaged. I purchased a set of two framed pictures from Z Gallerie in March 2022. ![]() For context, I purchased other items from these companies around the same timeframe and they've already arrived, in excellent condition, and clear communication. There are plenty of reputable competitors out there (West Elm, RH, CB2) that actually deserve your hard-earned dollar. Let the reviews across this platform and several others speak for themselves - this is the worst customer service I've experienced purchasing from an "upscale" company. At this point I've basically just provided them with a several thousand dollar loan in hopes one day my empty dining room will be furnished. If I want them to honor the lower price, I need to cancel my order (which can't be done at this point), pay a restocking fee of 25% and shipping on the very heavy item. The icing on the cake was A) receiving a call from their warranty sales department asking if I'd like to purchase a warranty on an item I've yet to receive and still have no clue when it will arrive and B) the item went on sale the day after I ordered and they refuse to price-match and reimburse for the difference. ![]() I understand distribution and logistics are bogged with supply chain issues but simple communication and transparency from the company would alleviate the majority of concerns. It's now July 19th and I've yet to hear anything from the company. I called Customer Service (which if you do, plan to take a half-day off work because it took 2.5 hours to finally speak to someone), and the woman then said I would receive my item early July. I received an email that states tracking will be emailed once the item is shipped however, it's been almost 2 months and no update. After hearing great things about Z-Gallerie from a friend, I placed an order for a $2,000 dining room table in the beginning of June and was provided an estimated shipping window of 2-3 weeks (end of June). ![]() I recently purchased a large new home that needed to be fully furnished. ![]()
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