Gallery Furniture
Reviews and Complaints

I purchased a Queen size Henrietta bed with storage capacity on 11/06/21. The delivery was scheduled for 11/16/21. This was a cash purchase via debit card. The bed was delivered as scheduled and set up in my bedroom. After the delivery team left, I began admiring my purchase. In doing so, I discovered scratches on the headboard. I immediately called Gallery Furniture's customer service department within 10 minutes after the delivery. I spoke to Gloria in customer service on 11/16/21 and was advised I had 3 available options to resolve the issue.

1. Customer Service repair team would come to my home to inspect and repair any flaws. ( Not an option as the furniture was new and not a scratch and dent purchase)
2. Accept a 10% discount from the total sum paid for the bed and retain the furniture "as is." This issue would be considered resolved.
3. Final option, Gallery Furniture would replace the headboard as a 1 time replacement only.

My husband and I decided to have the headboard replaced. Gloria stated there was another headboard in the warehouse and delivery was set for 11/17/21 to replace the headboard. On 11/17, the delivery truck arrived with the new headboard. While the delivery men were at my residence, I discovered that the replacement headboard sent was damaged and there were also dents in the footboard. I declined to accept the replacement headboard and I advised the techs that I wanted a new bed. The technicians sent a text and tried to call in to customer service for a resolution. I was told I would receive a call from Gloria with customer service. We never received that return call. After waiting a few hours for the call from customer service, my husband reached out to the Grand Parkway store. My husband was transferred to numerous people before being advised that another replacement headboard would be sent out later that evening, 11/17/21. Again, the delivery men arrived and again, both the headbead and the footboard sent from the warehouse to replace the bed in my home was damaged.
I'm livid regarding this transaction. I did not buy "scratch and dent" furniture and I should not be forced to accept less than new furniture. Gallery Furniture advertises new, sold wood furniture and I bought into Mattress Mack's advertising campaign. My husband and I have received very poor customer service. We've called numerous times to try and resolve this issue and have been disconnected while holding on the phone and waiting to speak to someone. This is ridiculous.

It's customers like us who have helped Mattress Mack create his furniture empire. My husband and I want a new bed without any scratches or dents. We deserI purchased a Queen size Henrietta bed with storage capacity on 11/06/21. The delivery was scheduled for 11/16/21. This was a cash purchase via debit card. The bed was delivered as scheduled and set up in bedroom. After the delivery team left, I began admiring my purchase. In doing so, I discovered scratches on the headboard. I immediately called Gallery Furniture's customer service department within 10 minutes after the delivery. I spoke to Gloria in customer service on 11/16/21 and was advised I had 3 available options to resolve the issue.
1. Customer Service repair team would come to my home to inspect and repair any flaws. ( Not an option as the furniture was new and not scratch and dent)
2. Accept a 10% discount from the total sum paid for the bed, retain the furniture "as is, " and the matter would be considered resolved and the issue would be closed.
3. Finally, Gallery will replace the headboard as a 1 time replacement only.

My husband and I decided to have the headboard replaced. Gloria stated there was another headboard in the warehouse and delivery was set for 11/17/21 to replace the headboard. On 11/17, the delivery truck arrived with the new headboard. While the delivery men were at my residence, I discovered that the replacement headboard was also damaged and there were also dents in the footboard. I declined to accept the headboard and I advised the techs that I wanted a new bed as the furniture was damaged. The technicians sent a text to customer service representative for a resolution. I was told I would receive a call from Gloria with customer service. We never received that return call from customer service . After waiting a few hours for the call, my husband reached out to the Grand Parkway store. My husband was transferred to numerous people before being advised that another replacement headboard would be sent out later that evening, 11/17/21. Again, the delivery men arrived and again, both the headbead and the footboard sent from the warehouse to replace the bed in my home was damaged.
I'm livid regarding this transaction. I did not buy "scratch and dent" furniture and I should not be forced to accept less than new furniture. Gallery Furniture advertises new, sold wood furniture and I bought into Mattress Mack's advertising campaign. My husband and I have received very poor customer service. We've called numerous times to try and resolve this issue and have disconnected while on the phone waiting to speak to someone.

It's customers like us who have helped Mattress Mack create his furniture empire. We are requesting a new queen size bed without any scratches or dents. Thank you.

*** I have numerous pictures; however, this site will only allow me to upload two pictures.

SO#1106101ZAAW / KILGD87323

This is not so much a complaint as it is a request for help.

My name is Doug Van Slyke and i purchased a sectional couch from Gallery 2 or 3 years ago.

I simply need the manufacturer's name and phone number so I can order the part I need to make my couch useable again.

Please contact me at [protected] or email me at [protected]@yahoo.com when possible.

Thank You

Doug Van Slyke
[protected]

I am disabled and purchased a recliner from Gallery Furniture because I have a hard time finding a chair that is comfortable. They told me and I verified that they accept returns if you are not comfortable. I told them I am disabled and have a hard time but they said they would accommodate. I purchased a chair and found it uncomfortable. I called the next day to return it and spoke to the customer service department which I found out later it was Mattress Mack's sister or family member. They were extremely rude and told me they would not honor their policy. I explained it was the reason I purchased the chair. The family member/customer service rep became furious and told me they were his family and that they would tell him not to take my calls. I was shocked. I then called back and asked for Matress Mack since I had seen how much he supposedly cares for the disabled. I was shocked when he told me to "[censored] off". I'm still shocked. I've never been treated this way by anyone ever. I called the customer service line again and the family member/ customer rep told me they had told him I cursed at them so that he wouldn't take my call. So I tried again to call Mack and tell him what I was just told. A man answered and told me not to call back that they would file a complaint with the police. I don't think Mack ever understood what actually happened or maybe he just thought it was funny to screw with a disabled customer. I'm still in complete shock. I still have a chair I can't use. I was ripped off by gallery furniture. So the next time you see Mack on the news acting charitable just remember how he really treats people when the cameras are not rolling. I don't have a lot of money and this hurt me financially and I was bullied by this company.

Purchase a Sectional Sofa from Gallery Furniture for $1795.00 with no interest options for 12 months. If paid in full in 12 months interest will be imposed from date of purchase. This loan was paid off Jul 6, 20ll, but tthey are charging interest. Payments were made as follows: Jan 5, 2011 - $200; Feb 2, 2011 - $200; Mar 2, 2011 - $200; Nar 31, 2011 - $200; May 2, 2011 - $200; Jun 1, 2011 - $200; Jul 6, 2011 - $95 coming to a total of $1295, amount financed. The first payment was late because I did not know where to send it, so they excuse the late payment charge. After making these payments within a prescribed time I don't feel I owe any late charges. Retired veteran and I received my pension the lst of each month. Thanks for any help you can give me.

My sister in law bought me a Gallery Furniture Groupon for my birthday and I went to spend it yesterday. I picked out my item and went to purchase it and was denied because I was required to show my ID to use the Groupon. Unfortunately my sister in laws name was on it because she purchased the Groupon. I asked to speak to a manager and spoke to Jim McIngvale himself. He asked me what I was trying to purchase (a sofa table), thought about it, and said he would not honor it. He was obviously prepared to honor it if I it was going to make a big purchase but since it was a small piece of furniture, he had no interest. He was rude, indifferent, and I will never shop there again.

I also will never purchase anything from Gallery Furniture again. I waited 3 weeks for a part to fix a lift chair for an elderly woman with Parkinson Desease. The customer service rep, Laura was extremely rude - very bad attitude. I could hear her through the phone belittling the service repaire man that was at my house. She talked to her employee and myself in the same way. Did not offer any solutions to expidite the parts needed. I explained over and over how dependant this person is on the lift chair. The parts arrived and they were the wrong parts. I called and almost had to force her to have the correct parts overnight shipped to Gallery. I had to call the manufaturer to see if the parts had shipped. The service department did not offer to check and gave me the manufaturer's phone number and said I could call myself. Gallery had the parts delivered to my home, but no repair man to fix the chair. I called Mr. Mack and wanted to file a complaint. He told me that if I continued to complain about Laura and the service that I received, he would not talk to me. He said that there are 2 side to every story, but he did not allow me to tell my side. This is the owner of the store! I needed to have the chair repaired so badly that I told the service department that if I could get the parts that I would try to fix the chair myself. Well, mattress Mack told me to fix the chair myself. I am totally shocked by the way that I was treated. I have over the years spent quite a bit on money at this store. In fact Mack has stopped and talked to my Mother and I while spending money in the store and was very nice. But you better hope you don't need his assistance once he has your money. Sad sad, as he really advertises their good service. I think that Jim McIngvale is a hypocrite(somebody feigning high principles: somebody who pretends to have admirable principles, beliefs, or feelings but behaves otherwise). It is really a shame that I have spoken to so many people that said that their experience at Gallery was similar. The people of Houston helped make this man and his business a sucess - too bad. He could of at least pretented like he cares.

Purchased a queen size Eurotop mattress set on 02 April 2009. I noticed the mattress was developing a "sag" in the middle and contacted Gallery Furniture. They told me they would send out a replacement the same night.
Two hours later, they informed me that it was the vendor's responsibility to make good on the mattress, and that they would send a representative to inspect it. Basically, they blew me off and refuse to stand by the junk they sell out of their store. BUYER BEWARE! DO NOT BUY FROM GALLERY FURNITURE OF HOUSTON!

I purchased a queen size Eurotop mattress set from Gallery Furniture of 04/02/2009. After 2 months, I noticed the mattress was developing a "sag" in the middle of the mattress. I contacted Gallery and was told "no problem" and that they would sent out a replacement later in the day. @ hours later, they contacted me and informed me that it wasn't their proble, and the vendor would have to make good on it and inspect it. Basically, I was blown off by the owner of the company. BUYERS BEWARE! Don't deal with Gallery Furniture of Houston!

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.