Report: #999356

Complaint Review: Home Gallery Stores

  • Submitted: Fri, January 18, 2013
  • Updated: Mon, March 04, 2013
  • Reported By: cw22 — San Francisco California United States of America
  • Home Gallery Stores
    1650 Willow Lawn Drive #201
    Richmond, Virginia
    United States of America

Show customers why they should trust your business over your competitors...

Several months ago I ordered furniture from Home Gallery Stores which cost around $3000, within 24 hours of placing my order they billed my credit card.  I received no email confirmation, after numerous emails and phone calls they told me that I would receive my furniture within 6-10 weeks.  About 5 months later, I never heard anything about my order or any status updates on when a delivery would take place. 

I sent numerous emails which went unanswered and made several phone calls which were immediately directed to their voicemail and never returned.  I called up to place an order and reached a sales person who upon asking them about my order re-routed my call to their support voicemail which goes unanswered. 

After over a dozen attempts I finally talked to a customer support person who told me that my order was "pending" and they did not have an estimated date of delivery because it was on order from the manufacturer.  They refused to give me a refund (since the order had already been placed) and since the order was placed over 90 days ago, it will be difficult to dispute with the credit card company.  When they discussed the item that I had purchased, they stated it was a similar but lower priced item than one that I had selected. I purchased an 8' foot dining room set for $2900, but they stated that it was the 6' dining room set for $2900.  When I checked their site I found that over the past 5 months they had raised the price of the 8' dining room table from $2900 to $3400 and the 6' dining room table from $2400 to $2900.  They were now going equate the purchase to the smaller table to account for their costs which had gone up.  I asked for an immediate refund.

I have yet to receive a refund.  Their website clearly states a full money back guarantee which is obviously false.

This was a terrible experience which has both wasted my time and money.  I hope that no one else makes the same mistake and that they avoid Home Gallery Stores at all costs.
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This report was posted on Ripoff Report on 01/18/2013 03:25 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

I agree Home Gallery is not fair

AUTHOR: MomOf7 - ()

I purchased a lot of furniture from this furniture company in May of 2013 it is now December of 2013 and my couch has fallen apart. I called the store because we purchased the yr warranty as well and they sent us to their customer service.   


The couch broke on Halloween night the whole frame completely cracked and the arms of the chair now have springs popping out of the side. They sent a tech out to see if it was able to be fixed just 2 weeks ago and he said it was NOT FIXABLE didn't leave any paperwork stating that. 


Got it another email today saying that their now sending another tech out because the first one came and said it was able to be fixed Now if he would have left paperwork I could have proved him wrong but apparently they are not required to. It's been a he say she say thing this whole time. 


I just want want a new couch in 2 months time with 7 kids the couch is even more damaged because we have to sit somewhere. They say now the other tech will be out within the next week to see if he can fix it.. This store is a RIP OFF their furniture is expensive but made VERY poorly I do not recommend this store to anyone... Very disappointed!!!!!! 

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#2 Author of original report

Home Gallery Stores has terrible customer service

AUTHOR: cw22 - (United States of America)

I had a terrible experience with Home Gallery Stores, they held my money for months without filling my order.  I never heard any status updates from them.

Their support department is unreachable by phone or email.  If you call their support department it goes directly to voicemail which goes unanswered even during regular business hours.  If you call their sales line a live person will answer, but will redirect you to their support voicemail as soon as they realize that it is a support call.  If you don't believe me then call up their support number and try reaching their support department BEFORE you place an order.

It took me months of arguing with them to get my money back.  They are very rude and dishonest.  They focus their energy on being defensive rather than making their customers happy.

They will try to threaten you, if you complain.  "We have identified the perpetrator and escalated this attack on our reputation to the proper agencies."  this is a total joke, what agency out there defends dishonest and unethical companies?  They obviously pay for their BBB rating because their customer service is terrible and there are numerous complaints about this company on many sites.  It is my right to warn other potential consumers about my experiences with this dishonest company.

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#3 UPDATE Employee

The postings made by cw22 are Bogus and Fraudulent

AUTHOR: HomeGalleryINC - (United States of America)

Please note, the author of both of these posts is cw22.  The author has tried to make the second post look like an original post from another customer.

These postings are bogus.

We have identified the perpetrator and escalated this attack on our reputation to the proper agencies.

Home Gallery Stores has an A+ rating with the Better Business Bureau, and the author of these posts has fabricated these stories in an effort to make Home Gallery Stores look bad.
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#4 Author of original report does not take responsibility for their actions.

AUTHOR: cw22 - (United States of America)

I agree with the above complaint 100%.  Home Gallery Stores has terrible customer service and do not treat their customers well.  I faced the following issues when dealing with

1) Once an order has been placed, months will go by without any status updates, verification, or estimates of when the products will be delivered.
2) Their customer service is impossible to reach over the phone and they never return emails or voicemails.
3) If you call their sales department under the presumption that you are placing a new order, a live sales person will answer the phone, but they will redirect you to the support voicemail (which goes unanswered), will have no answers to your questions about your existing order, and will be rude and try to get you off the phone as quickly as possible.  After repeated calls even the sales department will recognize your phone number on their called id and will no longer answer your calls.
4) If you ask for a refund.  They will refuse to refund your money and ask for a 60% restocking fee.
5) If for any reason you need to reschedule the delivery of your goods, they will demand a 33% re-delivery fee.

This company, Home Gallery Stores, provides very poor customer service, they are dishonest, and try to deceive customers.  The refuse to take responsibility for their actions and point the finger of blame at their customers.
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#5 UPDATE Employee

Rebuttal to Customer Complaint

AUTHOR: HomeGalleryINC - (United States of America)

We are an accredited retailer with a great rating with the Better Business Bureau.

We feel this customer has contacted Ripoff Report and posted negative reviews about us in error, or this complaint is a hoax.  We request that the author provide proof of this transaction.

We are one of the premier online retailers for luxury furniture. We represent the very best names in the furniture industry at very best price in the USA. Upon researching this complaint, we have absolutely no record of this customer, and details in his/her complaint are not inline with our business practices or guarantees posted on our website.

We ask the customer to make contact via our "Contact Us" page on our website.
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