Galleria Furniture — Hotel in Huntersville

Extremely Frustrating Experience – Do Not Buy From This Company

I rarely leave reviews, but I felt compelled to share our recent terrible experience with this furniture company. From the beginning, it was clear that customer service and communication are not priorities here.

While in the store, the sales associate aggressively pushed next-day delivery as a selling point. That turned out to be a complete lie. We received part of our order days later—not even close to next day—and not once did anyone from the company reach out to explain the delay. We had to initiate every call ourselves.

When the partial delivery finally arrived, we were told our main pieces of furniture and a large area rug would follow. Of course, the rug didn’t come. We waited a couple of days, hoping someone would update us—nope. We called again, and only then were told it was stuck in Greensboro. We were fine with waiting, but it would’ve been nice if the company had actually communicated that.

Eventually, we found out the rug had been delivered to the store, but they were waiting on a third furniture piece to arrive so they could deliver everything at once. That would’ve been acceptable if they had informed us. Instead, on five separate occasions, the delivery was delayed due to “stocking issues”—again, no one reached out. Every time we called, we were told someone should have contacted us, yet no one ever did.

To make matters worse, two employees—Blanca and Bree—kept passing blame back and forth, saying the other was responsible for updates. But neither of them took accountability, and we were left in the dark every single time.

We even had days where we were told our delivery would arrive, rearranged our work schedules, and then no one showed up or called. That happened multiple times. We lost hours of work and time we’ll never get back.

After the sixth delay, we finally went to the store in person to cancel the third item and pick up the rug. Surprise—there was a mix-up, and we were given the wrong rug size. It took 45 minutes to sort that out.

Even worse, when we canceled the third item (due to their repeated stocking failures), we were still charged a 25% restocking fee. That felt incredibly unfair, especially since we were never told there were issues with the item in the first place. We heard all kinds of excuses—no drivers, truck delays—but not once was a stocking issue mentioned until the very end.

When we asked for the restocking fee to be waived, the manager refused. Instead, they offered us a “free vacation” for the inconvenience—which we’d already received the first time they messed up. It felt more like a gimmick than a genuine attempt to make things right.

This entire experience has been beyond frustrating. The lack of communication and professionalism is unbelievable. This review doesn’t even begin to capture the stress and inconvenience this company has caused us. Save yourself the trouble—I would not recommend this...

Kevin was such an amazing salesman!!! He really made me feel confident in the furniture i purchased for me and my children. He did such a great job with reassuring my mom., HOWEVER Fast forward to delivery it was definitely a nightmare, the delivery man told me 3 different times about when he was going to arrive. The delivery person did not show up until 10Pm. I have three children and i live alone so it was very much uncomfortable. Not only did he arrive ALONE he didn't leave my home until 3am which was very unacceptable. Being that he came alone i also had to HELP him move my beds into the house. Not only did he not leave my home until the next day, his drill went dead which resulted in my dinning room chairs to fall apart. I was also told he could not bring the boxes back with him unless he would've gotten charged. I have never in my life heard of that!!!! I am apart of HOA and can be charged for those boxes out in front of my yard. I also pay for trash so im sure I’ll be fined once they come out on friday SMH! I called two days ago and still haven't heard from any one. Im the one calling them!!!!!!! nobody is calling me!!! Also, one of the mattresses that was bought is extremely hard. Although the delivery man was very respectful this entire process was a mess i will not be referring any one to anything like this. Yes the furniture looks of good quality (from what i can tell)but the service and everything else sucks……fast forward i been getting the run around since Monday and i spoke to Nia on Wednesday i believe….Let me tell yall something about MS MAKE IT HAPPEN SHE IS LITERALLY THE ONLY REASON IVE COME BACK TO GIVE THIS STORE A 4 star rating!!! Im so glad she got on the phone and made my nightmare turn into a dream come true!!! She literally helped me during work & after hours! She was so empathetic & she really stood on making all my problems decease! I’m not sure why she is not general manager at this point but she definitely needs to higher up! In one day she turned my frown upside down and was able to get my chairs fixed, my son a new mattress & have someone come out and retrieve the trash that was left! This woman needs a raise a bonus & her flowers & she’s still keeping in touch! I’m so grateful to have spoken with her & when i do send people there I’ll make sure they go to see NIA!!!!!! It’s a ton of great things i can say about this lady but she most definitely values customer appreciation and will go above and beyond to make sure galleria furniture is always showing good face and grace! I’m so thrilled with the outcome and i can’t stop...

Sydney was wonderful from the time we walked through the door until we left. She is very knowledgeable and patient. We had a great experience, and we loved a lot of the furniture on the floor. Please keep being different and bringing that modern look! We are very pleased with our visit and excited about our living room set!

Update: Even though we are pleased with our new furniture. I do have to be honest and wish the communication during the waiting period for the furniture was better. We were told several times our furniture would arrive soon, the next week, the beginning of the next week, by the end of the next week, etc. It would just go on and on to the point we started thinking about a refund. They originally told us 2 weeks when we were in the store that is how long it would take to get the furniture, to when we got home, we received a call, and they said 6 to 8 weeks. We were okay with it at the time and waited until the 7th week to see if there was an update. Of course, there was not one and we reached back out on the 8th or 9th week and received a call stating that it was a delay in customs, but it is in the US. Long story short, after no communication, no answers, and no real updates we waited over 10 weeks and finally got notified our furniture was being delivered to the warehouse. The furniture is nice, and we are satisfied. However, I wish they would have been clearer about the rug being out on the showroom and making it clear that the table and rug that was in stock at the time was put up - because we believe they just had it still on the floor when it was told numerous of times that it would be put in the back, but every time we checked to make sure they always had to check. How do you not know if they put aside the furniture, we already purchased 10 weeks ago? Overall review, they are pleasant when you first meet them and they ask you to do a review after that first encounter, but please update your review as you get your furniture. The communication was a 1.5/10, but the furniture is 9/10. I would want someone to be honest with me. I would buy from them again, but they would have to have the furniture in stock the day I am there, and I would have to setup delivery that same day or next day due to not trusting them. If the furniture is not in stock, I would not buy anything - to prevent headaches. I hope this...