Why do customers come to Gallery Furniture, and keep coming back? The best answers come from our customers! Here are some of their stories.
Gallery Furniture is proud to carry a number of furniture lines from companies that pay particular attention to the environment. One customer found out about one of those companies on the Discovery Channel.
"I was wacthing the Discovery Channel show "Modern Marvels" and it featured a great segment on green products and featured a Hästens mattress. The Modern Marvels show talked at great lengths of the benefits of sleeping on a green mattress versus the old-school polyurethane / inner-spring mattress. The Hästens segment on Modern Marvels really intrigued me, so I Googled the phrase "natural beds" and Hästens popped up first. I admit that I am a research fanatic - so I spent about 3-4 hours studying Hästens (as well as other all-natural beds) online and I quickly found that hands-down the Hästens was the best in class for craftsmanship, quality, and the most all-natural bed made in the world. Amazingly, I then learned that Gallery Furniture has the largest in-stock line of Hästens beds in the United States, so I bought a Hästens at Gallery Furniture and four hours later I was sleeping better and feeling better than I had in a long, long time."
"I was wacthing the Discovery Channel show "Modern Marvels" and it featured a great segment on green products and featured a Hästens mattress. The Modern Marvels show talked at great lengths of the benefits of sleeping on a green mattress versus the old-school polyurethane / inner-spring mattress. The Hästens segment on Modern Marvels really intrigued me, so I Googled the phrase "natural beds" and Hästens popped up first.
I admit that I am a research fanatic - so I spent about 3-4 hours studying Hästens (as well as other all-natural beds) online and I quickly found that hands-down the Hästens was the best in class for craftsmanship, quality, and the most all-natural bed made in the world.
Amazingly, I then learned that Gallery Furniture has the largest in-stock line of Hästens beds in the United States, so I bought a Hästens at Gallery Furniture and four hours later I was sleeping better and feeling better than I had in a long, long time."
If you want to learn more about the Hästens all-natural mattress - we encourage you to do your own research, online or anywhere else, and find out about the finest all-natural bed on earth. Gallery Furniture can have your Hästens bed in your home TODAY - so stop in and test rest a Hästens today and begin sleeping green and great tonight!
Local deliveries are nothing unusual for Gallery Furniture's delivery team, but sometimes they go a bit farther for a customer. That's what happenned in Kimberly B.'s delivery.
Kimberly B. of Houston, TX was moving to Alpena, Michigan with her husband, a retired Houston Police Department officer. Sadly, they had lost everything in a house fire and decided to take up a new home and a new life near Lake Huron. Before she left Houston, she had decided that her new home sitting on a gorgeous forty acre lot needed some furniture - and a Tempur-Pedic mattress to boot! She got with Brandon Jackson, one of the Gallery Furniture Sleep Sales Professionals, and after much discussion arranged to have a shipping company get her the material she needed. So Kimberly waited patiently for her furniture in Alpena, Michigan. Well, as things sometimes go, when you have to have something done right, you have do it yourself... after waiting for the shipping company and some dropped communication and no Tempur-Pedic, she called Gallery Furniture and spoke with Mattress Mack: "Mack told me that we were gonna make it right, and if that means having to drive to Michigan to deliver it ourselves, we would. And y'all did - it was a proud moment having a Gallery Furniture truck pull up out here at my home in Alpena, Michigan!" Here's the map of the road Juan and Omar took to Alpena,MI. Kimberly B. knew from the moment she got off the phone with Mack that "everything was going to be taken care of, and Juan and Omar were here in a little over 24 hours." Twenty-six hours and twenty-two minutes, actually, was how long Juan and Omar took to get Kimberly not just her Tempur-Pedic, but also her new living room furniture from Gallery Furniture. What's the funniest part of the whole story? Turns out that Kimberly and family are moving back to Houston in the summer - and she says "now we'll have to buy a bigger home to fit all of our furniture from Gallery Furniture inside!" With regards to how Kimberly felt about the move back to Houston she stated: "Well, I am more a big city girl and my husband is more of a country boy - and our kids really love being in able to swim in one of the Great Lakes, so it will be a matter of readjusting, that's for sure!"
Kimberly B. of Houston, TX was moving to Alpena, Michigan with her husband, a retired Houston Police Department officer. Sadly, they had lost everything in a house fire and decided to take up a new home and a new life near Lake Huron. Before she left Houston, she had decided that her new home sitting on a gorgeous forty acre lot needed some furniture - and a Tempur-Pedic mattress to boot! She got with Brandon Jackson, one of the Gallery Furniture Sleep Sales Professionals, and after much discussion arranged to have a shipping company get her the material she needed. So Kimberly waited patiently for her furniture in Alpena, Michigan.
Well, as things sometimes go, when you have to have something done right, you have do it yourself... after waiting for the shipping company and some dropped communication and no Tempur-Pedic, she called Gallery Furniture and spoke with Mattress Mack:
"Mack told me that we were gonna make it right, and if that means having to drive to Michigan to deliver it ourselves, we would. And y'all did - it was a proud moment having a Gallery Furniture truck pull up out here at my home in Alpena, Michigan!"
Here's the map of the road Juan and Omar took to Alpena,MI.
Kimberly B. knew from the moment she got off the phone with Mack that "everything was going to be taken care of, and Juan and Omar were here in a little over 24 hours." Twenty-six hours and twenty-two minutes, actually, was how long Juan and Omar took to get Kimberly not just her Tempur-Pedic, but also her new living room furniture from Gallery Furniture.
What's the funniest part of the whole story? Turns out that Kimberly and family are moving back to Houston in the summer - and she says "now we'll have to buy a bigger home to fit all of our furniture from Gallery Furniture inside!" With regards to how Kimberly felt about the move back to Houston she stated: "Well, I am more a big city girl and my husband is more of a country boy - and our kids really love being in able to swim in one of the Great Lakes, so it will be a matter of readjusting, that's for sure!"
Folks, whether your home is in Kuwait, Hawaii, Northern Ireland, or Alpena, Michigan - Gallery Furniture ships to clients world wide. And we'll get it there quickly - and safely - and install it with love and care into your beautiful home. Kimberly, we're looking forward to you and your husband's safe return back to Texas!
Why do so many Texans buy their furniture and electronics at Gallery Furniture? Why is Gallery Furniture so good at customer service? These questions were asked of me by a customer today who is trying to make his business totally customer-centric.
To answer the first question; Texans by the thousands buy their furniture and electronics at Gallery Furniture because of three reasons: 1. Great products 2. Great prices 3. Over the top customer service!
The answer to the second question is a bit more complex. Gallery Furniture is good at customer service because it is in our DNA, it is who we are. From Day One in April 1981, Gallery Furniture has delivered our customer's furniture the same day. Twenty-seven years later we still do -- only bigger and better!
Peter Drucker said "The purpose of any business is twofold. First, keep your current customers happy and buying more. Second, recruit new customers."
At Gallery Furniture we take Mr. Drucker literally so every policy, every rule, at Gallery Furniture is in favor of the customer. That's why you can buy furniture at 10 PM and still expect same day delivery. This promise to deliver today is not the most cost effective way to operate the business, but it is certainly the most customer friendly way to run the business.
Stanley Marcus said "If you take care of your merchandise it won't come back. If you take care of your customers they will."
Gallery Furniture is good at customer service because we learned from Mr. Drucker and Mr. Marcus that the only business is the customer business and our busines is to delight our customers twenty four hours a day, seven days a week, 365 days a year. It is in our DNA.
Want proof? Here's an example.
Yesterday a customer came into the store and said he had purchased furniture some time back and was ready for delivery. It took a few minutes to find his sales ticket -- he bought the furniture in March of 2001!
During all the time since he had not picked up his furniture. Gallery Furniture tried to find him, making phone calls, sending letters, even registered letters, but nothing worked.
Now we know what happened. The customer paid for his furniture when he bought it in 2001, and asked us to hold it until the floors were finished in his new home. Before the house was ready, a little storm called Allison came through. That was in June of 2001. The customer's house wasn't in the flood plain and he had no flood insurance. Of course, the house was flooded, with several feet of water in every room.
The customer and his wife had to move out for a while -- that's why they could not be found -- and they have been rebuilding their house ever since.
Yesterday, he was finally ready for his furniture. Some stores might have said "Sorry, you're out of luck. We tried to contact you but you never came back to claim your furniture." Not Gallery Furniture.
It took a few minutes to call up the original order and then we credited him with what he had spent and told him to pick out what he wanted.
Today, I got an email from the customer. He thanked me for taking care of him and called me a "stand-up guy."
I say thank you for the kind words, but it is what Gallery Furniture does -- take care of the customer.
--Mack
You've seen a billboard with a picture of a beautiful car. You've seen a newspaper ad with a bright picture of a beach scene or a magazine article with clear photographs of a beautiful house. Haven't you wished you could sit in that car, walk on that beach, or touch the furniture in that home?
Now you have a chance to walk through a thousand square foot billboard, to touch some of the world's best furniture, to experience the new Gallery Furniture. All you have to do is visit us at the Galleria.
That's right. Gallery Furniture has set up on the main level of the Galleria, outside of Neiman Marcus. If you're looking for landmarks, the Gallery Furniture display is between Chanel and Tiffany and between Cartier and Fendi.
You'll see the California-inspired designs of Michael Kreiss, the hand made beauty of a environmentally friendly Hastens mattress, and much more when you walk through this showroom in miniature at the Galleria.
I think you'll like what you see. Now there are three places to experience the luxury of the new Gallery Furniture -- at 6006 I-45 North, 3912 Westheimer, and now in the Galleria!
Gallery Furniture means same day delivery, and the delivery team will do what it takes to get your furniture where it needs to be before the day is done.
Sometimes they have to go the extra mile to make it happen.
Here's an example, as told to Gallery Furniture in an email from Corey G.
"Sunday night at 10:30 I called Gallery to see where my furniture was. It was promised between 8 - 12 pm and I was getting worried. Emmanuel in the Delivery department answered the phone and after a couple of minutes we figured out there was a mistake made on my bill which stated another delivery date.
"I told him my week was very busy, but that I would stay up as late as needed if he could deliver it that night. Problem was there were no delivery trucks, nobody left to deliver. He put me on hold, somehow found a truck and a driver and told me to expect the sofa soon.
"To my delight, they made it to the house within the promised delivery time! In an age were customers are used to being disapointed with "customer service", and hearing how employees can NOT help them, this was quite a shock.
" It was an even bigger shock when Emmanuel introduced himself as one of the delivery guys!
"What a pleasant surprise to see an employee go the extra mile to help out. And as you know, Mac, the positive word of mouth I am giving Gallery Furniture is priceless. Did I mention that the leather sofa looks great and we got the best price in town? It does, and we did.
"But the point of this note is to thank Emmanuel. Please do something special for him, like give him the Employee of the Month parking spot, or take him personally to a Rocket game! Why? Because he not only works for you, he shines."
Thanks for the nice email, Corey. I'll make sure Emmanuel knows you appreciated his efforts and that I do too.
Folks, the delivery team at Gallery Furniture does everything it can to get the job done right, even when they have to go the extra mile like Emmanual did. Delighting customers is our business, and that means keeping our promises and getting your furniture to you on time.
Gallery Furniture is always excited to receive great letters from customers who have positive experiences with our store. In today's "From the Inbox" special, we received a wonderful e-mail from Robin F. of Spring, Texas who had quite the day looking for furniture and ended up at Gallery Furniture, her number one Houston furniture store...
Mack, After going to five major competitors and finally finding what I liked at Macy's, though exhausted from my search, I was told that I had a no-guarantee wait of 30 to 90 days for delivery... of a STOCK item??? So, I came to Gallery Furniture and was immediately greeted by Roger (last name escapes me but not the face) and told that I wouldn't wait at all. I would like to compliment Roger, my salesman, for being so congenial and easy to work with on my recent purchase this week of a leather sectional from Gallery. Roger directed me to my area of interest as well showed me other options, was informative of the product, and made my transaction as smooth as possible. But wait, it didn't stop with Roger. Only a few hours after my purchase, the delivery truck arrived and two of the nicest men hopped out of the truck with warm greetings and smiles. They moved my new couch in and didn't complain about the narrow stairs they had to manuever the couch, smiling and friendly all the while. Jermaine and Clarence made the final part of my transaction with Gallery Furniture just as easy with their prompt delivery and friendly demeanor. I only wish that I could recall the name of the young woman that finalized my purchase. She was friendly with a beautiful smile and had the fastest fingers on a keyboard I have ever seen. What a staff! As well as a great selection of furniture. Thank you for making me a loyal customer. -Robin F.
Mack,
After going to five major competitors and finally finding what I liked at Macy's, though exhausted from my search, I was told that I had a no-guarantee wait of 30 to 90 days for delivery... of a STOCK item??? So, I came to Gallery Furniture and was immediately greeted by Roger (last name escapes me but not the face) and told that I wouldn't wait at all. I would like to compliment Roger, my salesman, for being so congenial and easy to work with on my recent purchase this week of a leather sectional from Gallery. Roger directed me to my area of interest as well showed me other options, was informative of the product, and made my transaction as smooth as possible. But wait, it didn't stop with Roger.
Only a few hours after my purchase, the delivery truck arrived and two of the nicest men hopped out of the truck with warm greetings and smiles. They moved my new couch in and didn't complain about the narrow stairs they had to manuever the couch, smiling and friendly all the while. Jermaine and Clarence made the final part of my transaction with Gallery Furniture just as easy with their prompt delivery and friendly demeanor.
I only wish that I could recall the name of the young woman that finalized my purchase. She was friendly with a beautiful smile and had the fastest fingers on a keyboard I have ever seen.
What a staff! As well as a great selection of furniture. Thank you for making me a loyal customer.
-Robin F.
Gallery Furniture does indeed believe in immediate delivery, and as always the staff at Gallery Furniture loves a good challenge. Narrow staircases, narrow doorways, impossible climbs and hikes - the Gallery Furniture Delivery Team will make any delivery happen... TODAY. Folks like Robin tell a story we know well - Houstonians go to many other furniture stores before deciding on Gallery Furniture and finalizing their purchase within minutes. Not just that, but we will have the furniture in their home, ready and set up, the same day they buy it.
Turns out that when Robin F. was contacted for permission to use her letter, she actually told the Marketing & Internet Boys that "I actually was about to head home after the day, but then I remembered that Gallery Furniture commercials said delivery today, so I went on by." Once again, Gallery Furniture shows that you can get the furniture you want in your house... TODAY. Thank you for your kind words, Robin!
More Customer Stories: 2008, Part 2 2008, Part 1 December 2007, Part 1 | December 2007, Part 2 | December 2007, Part 3 | December 2007, Part 4 |