I purchased the Aspar Sconce in the larger size but recieved the smaller one. Upon trying to return I was given the absolute hardest time. I sent photos measuring the length, and they continued to say it was the accurate size even though the measuring tape showed otherwise. They ultimately did not let me return the item. I would think twice before purchasing from zgallerie. I definitely won’t be again.
Response from Z GallerieMar 14, 2025
Dear customer，
We are truly sorry for the inconvenience this has caused you. Please accept our sincere apologies—we never want our customers to experience any issues with their orders, and we deeply appreciate your patience while we work to resolve this for you.
To assist you in the best way possible, we’d like to confirm the exact measurements of the sconces you received. Could you please place the sconces in an upright position and measure from the very top to the very bottom? We kindly ask that you avoid measuring them while lying flat, as this may lead to inaccurate results.
If possible, we’d greatly appreciate it if you could send us a photo of the measurement. Once we have this information, we will promptly provide a fair and appropriate solution.
Again, we sincerely apologize for any trouble this has caused, and we truly appreciate your time and cooperation. Please let us know if there’s anything else we can do to assist you.
Best regards,
Z Gallerie
YO
Yolanda
Paid for white glove delivery instead…
Paid for white glove delivery instead it was delivered in box left on porch no assembly nothing called to complain said someone would get back to me. This used to be one of my favorite stores never will I shop there again.
Response from Z GallerieMar 14, 2025
Dear customer，
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience you’ve experienced. At Z Gallerie, we deeply value our customers’ trust and strive to deliver exceptional service at every step.
To ensure we address your concerns thoroughly, we kindly ask you to provide additional details, such as your order number and any relevant information about your purchase. Unfortunately, we’re currently unable to locate your specific order in our system, which limits our ability to investigate promptly.
Please feel free to contact us at any time and we’ll prioritize resolving this matter for you. Your feedback is invaluable in helping us improve, and we appreciate your willingness to bring this to our attention.
Thank you for your understanding, and we hope to have the opportunity to restore your confidence in our brand and service.
Sincerely,
Z Gallerie Customer Service
RP
robin P.
BUYER BEWARE
If Zgallerie wants to improve service to your customers you need to stop outsourcing. My package arrived on 1/22 and the item was broken into many pieces in the box. I called your customer service department and was asked to send pictures, which I did in 10 minutes.
7 days later and 10 emails, to 3 different representatives, I'm still waiting for the return label. This has been the worst online shopping experience I have ever had and will never order from Z again. I also called my credit card company and filed a dispute for $114.00. I will be contacting the Better Business Bureau to file a complaint.
Response from Z GallerieFeb 3, 2025
Dear Robin Popst，
First and foremost, please accept our deepest apologies for the frustration and inconvenience you’ve endured. This experience falls far below the standard of service we aim to provide, and we are truly sorry for the challenges you faced in resolving this issue.
We want to assure you that your feedback has been taken with the utmost seriousness. Upon reviewing your case, we immediately processed a full refund for your order, which should reflect in your account within 5-8 business days. The damaged item is yours to keep or dispose of as you wish—no return is necessary.
We deeply regret the breakdown in communication and the inefficiency you encountered with our team. This is not the level of care our customers deserve, and we are implementing stronger quality controls for packaging and shipping, as well as retraining our customer service representatives to ensure faster, more seamless resolutions in the future.
Your feedback is a catalyst for improvement, and we are committed to rebuilding your trust. If there’s anything further we can do to address your concerns, please don’t hesitate to reach out to us.
Thank you for giving us the opportunity to make this right and for holding us accountable.
Sincerely,
Z Gallerie Customer Service
M
M
I purchased a large gold apple decor…
I purchased a large gold apple decor for $41.99 (plus $44.95 shipping) and received what appeared to be a used one. Numerous scratches. Too many to count. I asked for a refund or exchange. They offered $8.40 refund!
Response from Z GallerieDec 26, 2024
Dear Customer,
We sincerely apologize that your experience did not meet your expectations. We are committed to learning from your situation and improving our services.
Could you please provide us with your order number or any other relevant details associated with your purchase? This will help us expedite the process of addressing your concerns. Unfortunately we are unable to locate your order based on the information here.
We appreciate your patience and understanding as we work to resolve this matter. Thank you for giving us the opportunity to make things right.
Sincerely,
Z Gallerie Customer Service
SS
Susan S.
Don’t sign up for their promo code- there is none
They just want your contact info- phone and email- for marketing purposes.DON’T SIGN UP FOR THEIR 15% PROMO CODE, because there isn't any! A link for a promo code for signing up brought me to the website and no code. Misleading. I contacted them and they gave me the runaround- told me sign up for texts and email and I’d get 15% off. Duhhhh- i did that and never got one, which was the exact reason I contacted them in the first place!
Response from Z GallerieDec 16, 2024
Dear Susan Stasse,
Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you experienced. Your feedback is incredibly valuable to us, and we deeply regret the frustration caused by the issue with the promo code.
We have escalated the matter internally to ensure that our promotional processes are reviewed and improved. To address your specific concern, we’ve sent you a follow-up email that includes a resolution and a token of our appreciation for bringing this to our attention.
Please rest assured that we are committed to providing a better experience moving forward. Thank you again for your patience and understanding.
Sincerely,
Z Gallerie Customer Service Team
TW
T. W.
Do not use this store
Do not use this store. Since it went online it has went to hell. Terrible customer service and I never received an item and they would not refund me. It was ridiculous and terrible customer service. Don't do it.
Response from Z GallerieDec 16, 2024
Dear Tiffany Wynn,
We sincerely apologize for the negative experience you’ve had and deeply regret the frustration this has caused. Recently, we have encountered challenges with logistics delays and missing shipments, and we are actively working with our shipping partners to locate and expedite deliveries.
Regarding your specific case, we are truly sorry for the delay in processing your refund. Please know that we have prioritized your refund request, and it has now been processed. Kindly check your email for the confirmation details.
We value your feedback and are taking steps to improve both our logistics and customer service processes to prevent such issues in the future. Your satisfaction is important to us, and we hope to have the opportunity to serve you better next time.
Thank you for your patience and understanding.
Sincerely,
Z Gallerie Customer Service
BB
Bills B.
My vase arrived broken today
My vase arrived broken today. No resolution
Response from Z GallerieDec 12, 2024
Dear Customer,
We sincerely apologize for the inconvenience caused by the broken vase and the lack of resolution to your issue. Customer satisfaction is our top priority, and we deeply regret that this has been your experience.
Unfortunately, we were unable to locate your order using the information provided. Could you please share your order number or any details related to your purchase? This will help us resolve the matter as quickly as possible.
We truly appreciate your patience and understanding, and we are committed to making this right for you.
Kind regards,
Z Gallerie Customer Service Team
Email：[email protected]
MN
Melissa N.
Terrible customer service!!! Employees cost me 1500 bucks
After purchasing over 5k in furniture, 2 days later, most items became 30% off and another 60% off. (For a savings of at &1500 just 2 days later). When calling Z gallerie for a price adjustment, the rep did not have authorization to do so. (Which is odd) why require a whole other department for this? During this initial call, the rep did not advise me all price adjustments will be refunded in a store credit. If that was the case, I would have cancelled my order right then and there and re-purchased it bc it had not shipped.
Since Z gall required the rep to send a “message” to the other department - this process took 36 hours. Finally, they called me back to tell me it was approved however - in a form of a store credit. During the 36 hours of Z galleries delay - my item “shipped to their warehouse” which really was a tracking label only created at this time. But, now, they refuse to refund the items for me to re-buy w/ the discount bc they want to charge a 25% restocking fee. All of this could have been avoided had the customer service rep just set expectations. And more importantly, I could have cancelled the order at that time. Saved my 1500 bucks and repurchased everything. Essentially, their employee and process cost me 1500 bucks. When escalating the call , the supposed supervisor just repeated himself over and over. Store credit. Blah blah. Dan from California doesn’t listen. Z gallerie wouldn’t provide a number to reach someone that actually could assist. They don’t take phone calls per “Dan”. It seems z gallerie is only interested in taking my money one way or another. I guess this is why our local store closed. Clearly they are on the decline and this experience shed light on this. I’ve been buying furniture with them for over 15 years. This is / was the last time only bc of this experience!
Response from Z GallerieDec 7, 2024
Dear Melissa Newton,
Firstly, please accept our apologies for the delay in our response, due to our recent sales promotions, our consultation volume has surged to a peak. We fully understand the importance of timely communication, especially when it comes to resolving issues such as yours. We have now prioritized your case and will ensure it is handled swiftly and efficiently.
Regarding the price adjustment, we apologize for any confusion or misunderstanding that may have arisen. Our policy to issue refunds in the form of store credit, as it provides a faster and more convenient way for customers to use their refund. However, we recognize that this was not clearly explained to you during your initial call, and for that, we are truly sorry.
We have received your latest request and are currently verifying the specific causes of the issue. We will provide a satisfactory response as soon as possible. Please rest assured that we are taking your concerns seriously and are committed to resolving them.
Thank you for giving us the opportunity to address your concerns. We hope to continue serving you in the future with better service and satisfaction.
Sincerely,
Z Gallerie Customer Service
