Home Gallery Stores is a leading furniture e-tailer, with a world-class website, providing the largest selection and best brands of nationwide.
We love the product. The "white glove service" was needed as we could never have assembled the entertainment console (Parker House Americana Modern-Denim 92" TV Console) ourselves. However, the assembly did not go smoothly. Unfamiliarity and inexperience in assembling this particular unit were an issue. There were multiple re-starts and adjustments in putting the unit together, especially getting the lighting to work properly did not go well and delayed the process. The guys were being rushed to get to their next delivery which was not helping the unpleasant situation. The delivery reps/assemblers were diligent but more experience in assembly was needed. It should not have been a struggle. "White glove service"? There was a mess to clean up afterward. The boxes were unpacked in the house. Styrofoam pills were everywhere. All over and in the unit, the floor, other furniture, etc. Still finding them. I expected a cleanup of at least the immediate area. In summary, order process was good. Communications regarding schedule were good. Delivery was later than scheduled apparently due to not enough time between appointments. Although I commend the efforts by the delivery/assembly guys, they were unfamiliar with assembly of this unit and were being rushed, via multiple phone calls, to complete our job. I would be a happy to discuss this with you Florence B should you want any additional information.
I purchased a dining room set this summer. Delivery took quite some time (over a month), but it did eventually arrive. When the table arrived, we noticed some minor defects in the table extension (nothing huge, but definitely noticeable and most likely due to shipping). We contacted customer service and were told they would not provide a replacement but would offer $40 for a “licensed repairman” to come fix it (if we could provide proof that we hired someone). That wasn’t even going to cover a service fee from a repairman, but the scratch was minor enough, so we dropped the issue. Cut to a few months later and we are finally having guests over to use the full set. We don’t eat in our dining room except on big occasions, so we hadn’t made use of all the chairs yet. Low and behold, one of our guests (an average sized woman <200 lbs) sits down on one of the chairs and nearly stumbles before she quickly stands up. We watch as the chair completely falls to pieces before our eyes, in a nearly comical manner, without anyone even putting further weight on it. I had never seen a piece of furniture fail so spectacularly – just shattered at a touch. The other chairs seemed fine, so we figure it must be a fluke (a crazy error in manufacturing or damage during shipping). I should also add that the item advertised a one-year manufacturer’s warranty for defects. Since this clearly fell under that case, I reached out to customer service again. It took Home Gallery Stores over a month to correspond with the manufacturer. When they finally came back to me, they said that the manufacturer agreed that the chair was defective and would provide a replacement. However, Home Gallery Stores would expect me to pay $250 plus tax just to ship the item to my home. Mind you, at the same time, they were offering free shipping on the same chair if I bought it brand new from their store. Since the shipping amount exceeded the value of the chair, I instead suggested a refund for the value I had paid for the single chair (~$100) so I could purchase a replacement. They tried to insist that the manufacturer’s replacement was the only resolution. I’m in the process of a dispute with my credit card company instead. I find it appalling that a retailer would take zero responsibility for selling a defective product. I don’t think this would ever be the case in a brick and mortar store. I’d encourage consumers to take their business elsewhere. Despite what the site advertises, it does not sell high quality furniture, and they clearly do not guarantee anything they sell.
Shipping was extremely fast and the price was good was looking to replace two of my dining chairs due to damage i couldn’t be happier that i found them !
