Anonymous

POOR CUSTOMER SERVICE AND DECEPTION!

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Ordered a dresser from website stating they delivered across US. They called me to schedule delivery but then changed and stated they didn.t have dresser in stock when they found out it was going to Ohio, they stated they would call me back on the weekend but NEVER did, so I called them, hung up on me 2x then proceeded to direct my call to delivery before I finally told them I only want to cancel the order, told me I had to call a different number for online orders and they COULD NOT make a refund.. ( but they didn.t know the number to the customer service dept. UNTIL I stated that I will call Fed Trade Commission...then suddenly they had the number. CALLED AND SPOKE TO THE GENTLEMAN who answered Gallery Furniture and gave him my info. HOUSTON store calls me back (spoke to Jamahl) who asked me who I talked with? He stated they didn.t have a gentleman working the customer service dept., but he would call me back and of course he did not...I called them back to ask why they couldn.t cancel the order when they had my info from the online order..Jahmal said he "didn.t know who I had talked with and was unable to track this person down? I again stated that you will give me my refund by Monday and I am calling the FDC and Jahmal said "Go ahead" now there's customer service for you! I will be making reviews all over the internet and sincerely hope they lose business for their lack of customer service and deseptive practices.
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Kylin Ogx

Leather coloring comes off

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I bought 2 lrather sofas for almost $8000.00 in February. After a couple of months color started coming off in places. They don't care how unhappy I am. They sent someone head of leather company and he said he would do certain things but now he won't take my calls or respond to my texts. No one sits on the sofas but my husband and occasionally me. No reason for color to come off. This is junk.
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Reason of review:
Bad quality
Anonymous
map-marker Houston, Texas

Flex Steel Leather Power Recliner is Junk and fake leather.

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Gallery Furniture - Flex Steel Leather Power Recliner is Junk and fake leather.
Gallery Furniture - Flex Steel Leather Power Recliner is Junk and fake leather. - Image 2
Gallery Furniture - Flex Steel Leather Power Recliner is Junk and fake leather. - Image 3
Gallery Furniture - Flex Steel Leather Power Recliner is Junk and fake leather. - Image 4

Purchase leather flex steel power recliner online from Gallery Furniture in 2012 cash, $1,400.00. The Leather is fading all over the chair.

Never sat in chair with any clothing other than bath robe. This looks like something that has been doctored and sold new as used. Gallery Furniture does have a re-sale shop. I have been buying Gallery Furniture for years but never again, I will assure you of that!

This cost me $1,400.00 and expect much better quality than this but that is the difference between a quality product and stiffing your customers for profit and screwing your customers.

I have also sent these pictures and formal complaint to Houston BBB and the Attorney Generals Office for Consumer Protection. This is pure junk!

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Loss:
$1400
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

3 comments
Guest

I to bought this flex steel furniture from Gallery Furniture, in 2014, if you have any type of chemical on your skin or clothing the leather will be removed, I strongly suggest to not buy the flex steel line, total waste of money. Very disappointed.

Already needs to be replaced. Paid well over $2,500.

Guest

It lasted 5 years... Don't buy the less expensive option next time and buy something made in Texas like United Leather (gallery furniture sales this as well) and not Flexsteel that is made in China.

Guest
reply icon Replying to comment of Guest-1361783

We bought the Flexsteel as well, same problem. It was the MOST EXPENSIVE option and they replaced it once.

We had the warranty but they really didn't want to honor it. Got a brand new set, same problem again. We were told the Flexsteel was made in the USA.

Talked to Mattress Mack in person, not as nice as you see on TV when he has to honor a warranty. Never again will I buy junk from Gallery Furniture.

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Anonymous
map-marker Richmond, Texas

Gallery Furniture Warranty Swap Protocol

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I purchased furniture from Gallery off of the North Freeway back in 2014 with the extended 3 year full in home service plan and along with the 5 year stain protection. I bought a sectional for 2200+ tax, and a office desk for $1800, so the ticket was somewhere around 4500 total.

Just recently I bought a Temperpedic bed from Gallery as well. I have spent around $8000 with Gallery furniture. .Being that Mac advertises great quality furniture solid wood, American made I was willing to spend more out of budget to get better product. The couches I bought were Franklin brand, Brayden tan was the model i got in 2014 were terrible.

They are flimsy material{probably some light wood or particle board, I am not too sure but they are really brittle material} and started to squeak each time you would sit on them. Being this is my living room furniture it is rather embarrassing to have furniture that sounds like that and barely upheld the test of time in less than 3 years. I spent thousands expecting to at least last 5 plus years or I would have shopped somewhere else. Mac is a very nice man whom i spoke to upon purchasing and gave me a good discount so i decided to buy.

The warranty department could not repair them so they told they would call to discuss options. His warranty department Claudia, and Gloria the managers were rather rude i would say. They kept saying I have had this furniture for since "2014" like it was ages ago and we never give back 100% credit so you have gotten a huge favor from us per Mac. I visited Gallery's another location off of Grandparkway and decided to learn about this in home warranty plan and what is their normal protocol.

The so called favors I was receiving is what the manager explained to me they normally do because Gallery claims to stand by their warranty by 100%. These ladies were giving me different stories each time just seeing what I would take to settle. One of the ladies did mentioned no we spoke to Mac and this is all we can do for you . First i was given a 70% offer, than a 85%, I declined and told them that makes no sense.

Your warranty says you will give the same sofa if not comparable to what you have in stock. The original price of the sofa was 3000 because I found this sofa cheaper so Mac sold it to me for the same price as the competitor for 2100. Anyways, my warranties were voided I was given a $2100 credit towards a new sofa. I found a new sofa which was far more expensive and another retailer "Crowley had it cheaper for 300 bucks on each item.

I was given the policy that since I was being accommodated so much by the warranty credit I would not be entitled to the matching of the price. Since the warranty credit was issued I was given 30 days to make a decision to purchase a new set in house from Gallery furniture. I would have to pay for new warranties and a new delivery charge. I never understood why I was paying for a delivery fee again since they would be picking up my damaged furniture and at the same time deliver the new one.

Again more money came out of my pocket. I have two young kids and my wife is expecting in May 2017, I did not expect to spend another $2000 out of my pocket. Exclusive furniture had the same sofa set on sale with delivery warranty tax walk out price for $2900. My total invoice at Gallery was $4200 with everything.

4200 - Gallery credit of 2100 = is what I paid again to get something that hopefully last me longer than 3 years I had my previous furniture. In this reselection process I felt Gallery's whole goal was to make up the lost margin and the warranty credit. The level of service was different as if were the step child and did something wrong. My product was bad and I was only asking in my right that the warranty that i bought extra for.

By no way I came in begging or asking for favors. This was very demoralizing for me especially speaking to the two ladies over the phone as I mentioned before. I wanted to speak to Mac personally since he helped me the first time and he gets the business model. It's not always about the money, sometimes how you treat people and going above and beyond when it comes to principles.

I know he is a man of his word, he does contests where he might credit back people all their money based on sports events and other such things. Were a honest hard working family and just got bad product but we should not have to pay an arm and a leg to get something decent. I do think there should have been a comparable sofa we could exchange to or give us a fair value where we wouldn't be upside down. If i would have gotten a refund versus a store credit I could of bought the similar couch and everything far cheaper and saved money.

The purpose of this is to really inform Mac of the situation that I have endured. If he truly upholds his values that he would reconsider the things I went through.

Lets see if this process actually reaches him. Its about integrity and ethical business and knowing Mac I have faith he would do the right thing.

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Loss:
$2000
Cons:
  • How they dealt the warranty swap to recover profits
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

Anonymous

Gallery Furniture - Mattress Review

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I had no concerns or complaints about my shopping and purchasing experience at gallery furniture until now. I have used GF for furniture needs for over 15 years.

About 1 and half years ago I purchased close to $9000 worth of new furniture from gallery furniture. One item was a new mattress that I was told had a lifetime guarantee and that GF would stand by their products. I just called in to inquire how to access a replacement mattress for a sagging and worn mattress only 1 and 1/2 years old and I was informed the guarantee was not at all what was advertised. Disappointed that GF does not stand by their products as they claim.

Stuck with a very expensive defective Matress that I clearly wasted my money on. Time to find a new company for mattresses. Do not believe their guarantee!

You will be disappointed as I was. Too bad as I did like the shopping experience and the selection they have.

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Cons:
  • Guarantee offered is not true
Reason of review:
Warranty issue
Anonymous
map-marker Richmond, Texas

Customers are disposable

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My Husband and I were trying to purchase a chair to match a Mayo Sofa we purchased about 6 months ago. After trying to purchase two sectionals (very poorly made by Jonathan Luis) we had to return them to Gallery. We also paid $4K for a United Leather Chair and Ottoman that arrived to our home with the bottom of the chair slashed. Delivery Guys said it could be "repaired", yeah, not for the money we paid, it needed to be delivered in perfect condition and was not, so that was also returned. We have purchased a Mayo sofa and a Jonathan Luis sectional for our Media Room, both products were excellent. We would have loved to have made this purchase, but we were told that due to our Purchase and return history "Mac was not gonna do business with you guys"... Gallery Furniture does not seem to care if what they deliver to your home is a piece of *** or not. There is very little quality control, no one ever looks the furniture over to ensure they are delivering a quality product to the customer. You now Mac has a saying "The Customer is the Business"... well I guess the "customer is the business" unless you are unhappy with subpar quality and customer service, then you are summarily given the "business". They do not are about their customers, just their bottom line. We were embarrassed in the store having been told that our business was no longer welcomed. Buyer beware here, this place is full of phony sales pitches and questionable sales tactics.
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Pros:
  • May couch and media room sectional
Reason of review:
Poor customer service

Preferred solution: Sell the Mayo Chair that we came to purchase. We have no interest in returning it as we are happy with the Mayo Couch we purchased from Gallery.

Anonymous
map-marker Houston, Texas

Short Review on September&nbs-04:00;04,&nbs-04:00;2016

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9/3/16....I visited the Gallery Furniture in Richmond yesterday and was treated so good as a customer that I for sure will be back. BEE our salesman was the BEST!!! Thx MAC....Jerri
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Reason of review:
Good customer service
Anonymous

My experience for work for this company

My name Irene ......

I want to share This happen last sat 02/27/2016

After 10+ years of devoting my life to Gallery Furniture, today I was fired. Why you may ask... Simply because Jim McIngvale aka "Mattress Mack" is a racist, sexist, homophobic, capitalist who TRULY has no care for his employees. As a single mother of two, I devoted my life, gave up late nights and every weekend to establish a career at Gallery Furniture and stabilize a foundation for my family. Unfortunately, stability is not and will never be the case! I have seen him degrade every employee (including myself) and talk about his customers (although he SWEARS he is an advocate for them). I truly feel because my English is not as best as others, that is why I was let go. Yes, Spanish is my first language, but I believed I was an asset to the company assisting the Latino based community that purchases from Gallery Furniture. He makes fun of people who do not speak English well. I've seen it, and have been criticized for it by him as well. Enough is enough. I was fired and after 10+ years you would think he would have the decency to tell me to MY face. Instead, he has someone irrelevant tell me and when I go speak to him he states, "I don't want to talk to you." What do you call that? A coward. I was used and thrown to the dirt by a coward. 10+ years of my life wasted! Thanks Mattress Mack. I hope one day you're exploited of all your truth and what you do behind closed doors.

I wish every hispanic that buys there know how he tell every hspanic employee don't speak spanish at gallery furniture

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Reason of review:
Bad quality
6 comments
Guest

Maybe you should work for super nova furniture. They wouldn’t even hire me because I was white.

Can some one please help me.

I need a lawyer. It was very racist of them.

Guest

To Irene, People of color need to learn how to fight these issues together, that is why we can never get any justice we are too devided. Let's stop focusing on our individual race problems when it comes to racism and deal with this together!!!

If this was a black person saying the same thing Hispanics look the other way that is why we are unsuccessful when it comes to racism. All so called people of color or minorities need to fight racism together as allies.

Guest
reply icon Replying to comment of Guest-1606165

Excellent :)

Guest

Hi Irene. You described him perfectly.

I worked there.

I saw and heard everything like you. He is not a good human being.He is a two face MONSTER.

Guest

She is telling the truth. He is rude and degrading to his employees and also very rude to customers.

Stop being fooled by Mattress Mac. He is not the nice guy everyone thinks he is unless your rich.

Guest
reply icon Replying to comment of Guest-1151682

I believe you. We had an issue today and he would not come talk to us. I'm very disappointed

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Anonymous
map-marker Houston, Texas

Bedroom Set Review

I have been looking for a bed set I hadn't been there in 30 yrs now i know why i stayed away over priced and also forced into credit approval only to get approved for just enough for a bed nothing else so disappointed never again !!!
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Reason of review:
Pricing issue
Anonymous
map-marker Katy, Texas

Other Product Review

I had a bad deal with these people
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Reason of review:
Poor customer service
Anonymous
map-marker San Antonio, Texas

WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED.

WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED. I have actually cancelled my order and paid 10% of my order price just so that they didn't get my full business. I regret ever stepping foot in this place. The owner was rude, the receptionist was rude and they gave me the biggest run around I have ever experienced. Any time I called, they acted as if asking when my order would be in was the biggest inconvenience. I'm considering taking them to court. I "bought" my couches on the 2nd. I was told 10-14 business days. After 10 days or so, I called and was told that they would get there on the 19th (13 business days). When they didn't get there, the rude receptionist had "no idea" where they were, whether they had shipped from the facility, and couldn't give me any indication of what was going on - and this is AFTER the date they told me they would be in. A week after, still not in. Speculated date now, Jan. 15th. 1.5 months does not equal 10-14 business days. Even when I went in to cancel and pay the 10% purchase price, I was told three things: "Your order won't be in until the 15th", "your order is in today" and essentially that your order will be in this weekend (5th). Not even a month later can they figure out when they'll be in! Forget this place and go somewhere else. You'll thank me for it.
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1 comment
Guest

Mattress Mack is a ego maniac and rude to all. His furniture is not all that and will take u for a financial ride if u let them. Too many other good furniture stores to go to and not be treated like your are beneath him and his staff.

mari L Zwm
map-marker San Antonio, Texas

Texas Gallery Furniture

I bought Ashley Furniture and non-Ashley furniture at texas Gallery Furniture. I paid and ordered on 3/10/11. Their paperwork stated my order was not placed until the 19th of March. I was told my furniture would come in on 4/4/11 and some did, but all was defective, broken and wrong bed was delivered. The other item i ordered was on backorder but I was never told it would not be delivered with the first shipment. 1.5 months later, my sons bed has not been delivered and I am stuck with a bedroom set that is defective and broken. I have left several messages and no-one returns my calls. The manager is always out on lunch and owner is always off. Sales reps and always yelling across the room to each other, secretaries take extended lunches and their favorite phrase is "I don't know....(where, when, what, who) you name it....they don't know. i have gone in over 5 times to find out where my stuff is and everything is either incomplete or on back order. I have made a complaint with the better business bureau and am now waiting. Texas Gallery Furniture has a no refund policy, but yet they dont deliver what you order and when they do, its defective. I had better service and furniture at Big Lots.
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Loss:
$3000
2 comments
Guest

DO NOT SHOP at Texas Furniture Gallery. No matter how great the deal is.

Horrible customer service AFTER purchase was made, delivery date came and went and when we complained, the "mgrs" and owner Larry were always "out". Will not give you back your money instead, in store credit...but NOT WORTH IT!

Colin Wus

we also had a bad experience with this place. the owner, larry, cursed at us and threw us out saying he would keep our down payment.another worker said later we could get store credit.

haven't gone yet.

we were there because they never called us after order was supposed to be in and when we called we were told we weren't even in the computer and no record of us. we had to take in our receipt and that's when he went crazy on us.needless to say, we canceled and will advise others not to go.

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khaliope
map-marker Houston, Texas

Stolen iPhone during delivery of furniture

We bought a new bed at Gallery Furniture and I had also just gotten a brand new iPhone. These phones are $200 when you add a new line but once you add the line, the phone is at $400 to replace. My phone was sitting on table in my bedroom and the door bell rang. It was the wonderful Gallery Furniture delivery guys (two of them). Long story short, when they left, so did my iPhone. We called the store as soon as we realized it and had turned our entire house upside down. Over a month later, after going back and forth with the HR department at Gallery Furniture, my husband was able to get a direct line to "Mattress Mac" and called him, since nothing had been done about it. This is after the HR director told my hubby that Mac thought it was a bunch of "***." Well, Mac answered the phone and without using that same word, told my husband the same thing. He asked if we had video to prove it was his guys and of course we don't have security cams in our bedrooms. He was very rude and acted like we were just lying to try and get money from him. I am so pissed off! I have grown up my whole life thinking of him as this upstanding citizen and my family has spent so much money there. He is a billionaire yet he cannot do the right thing and pay for the cost to replace my phone! I will never spend one cent at Gallery Furniture for the rest of my life and I will tell all of my family and friends (and anyone else I can) about the way they have treated us.
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3 comments
Guest

According to Gallery Furniture ads, if you buy from them, your purchases are delivery same day. Not true!

I bought mattress/box springs on a Saturday, but they were not delivered until Wednesday. The girl that checked me out was rude ~ she acted like she hated her job.

Guest

I agree Very disrespectfull people,rude and disohnest.

I Had very bad experience with Texas Gallery Furniture

located at 5550 N.W Loop 410

San Antonio, Texas 78238

Owned by Larry Hernandez

who really does not care and also ask me for video recording, and hungup the phone on me , very low class people .

Make sure you report to The "BBB" better business bureau.

Guest

You are welcome to visit our showroom, before gallery, we are Mattresses for Less, lower prices, and we respect our customers belonging.... ;)

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