I wish I had the time (and the memory) to provide all the details of my experience with Home Gallery Stores Customer Service, but I don't so I will try to do my best as concisely as possible. In June, 2013 I ordered about $8K worth of furniture from Hooker Furniture through Home Gallery Stores (bookcase, hutch, credenza and executive desk). I had multiple issues, literally too many for me to remember, but Katie Holcomb from Home Gallery Stores Customer Service was as helpful as one could possibly expect from a customer service representative.
Like most people, I am very reluctant to make such a large purchase online, without actually being able to see the merchandise or talk to the people you are buying from. Let's face it, you are taking somewhat of a gamble that you won't be ripped off. When my order arrived via Sun Delivery, there was a major problem in that the executive desk would not fit up the stairs and around the corner and into my home office. Certainly not Home Gallery's fault and not Sun Delivery's either. Well, a little bit HG's fault because the web site said it came apart for delivery, but it was all in one piece. Long story short, they arranged for a furniture tech to come and take it apart, move it upstairs, and reassemble it. There were also some nicks that they needed to repair, which they did at no charge to me (as I would expect).
There were other issues with the top of the desk that they ultimately fixed by completely replacing the top of the desk. While I'm guessing Hooker ate the cost of the replacement, with all the trips from Sun Delivery (original and replacement parts) and the furniture tech (probably 6 visits in all), by now I knew no one was making any money on this $8K transaction. But I was very satisfied that Katie stuck with me and continued to work as a liaison between HG and Hooker to solve the numerous problems I had.
Fast forward about 3-4 months, and I noticed that the replacement desk top (probably a $1500 part by itself) was coming apart on 3 of the 4 corners. While I was afraid that I might get a reply that "sorry, it's out of warranty or you should have noted that before the delivery people left" or something like that, I was thrilled when Katie agreed to work with Hooker again to solve the problem. Long story short(er), they ended up replacing my entire desk, at no cost to me again! That far exceeded my expectations so I feel at minimum I owe them a fair review of my interactions with them. I can honestly say I have never had a better customer service experience for a sale of this magnitude in my life (or probably any sale for that matter). I find it hard to believe some of the negative comments I've seen on here are for the same company I dealt with for about 6-8 months for problem after problem (almost none of which were their fault). I have to give Hooker Furniture some credit too, although most of the quality issues were their fault they did ultimately make the situation right with me (probably with a lot of arm twisting from Katie I would imagine).
I will not even consider buying online from another furniture store in the future. I hope my experience will help others in deciding upon an online furniture retailer. Believe me, if I were able to list every single instance of the back and forth I had with Katie you all would be shocked that a company would do so much to make an order right.
FYI, this is not a 'made up' review, and if anyone would like to reach out to me with any questions I'd be happy to provide more details; email me at firstname.lastname@example.org."
- Elroy, 11/25/2014,
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