Official Blog of Gallery Furniture's Mattress Mack of Houston, TX

Gallery Furniture - Selling Customer Service Every Day

Carol M. of the Houston area called today and had a lot of things to tell the Gallery Furniture staff - turns out that one dedicated customer has been pleased repeatedly for over fifteen years, and she wanted to let Mattress Mack and the Gallery Furniture crew know that her shopping experiences always go above and beyond.

Carol's story starts with Gallery Furniture employee Boxer Greg:

"I just had the furniture delivered yesterday, but this really starts out with Boxer.  From the first moment, he was fun and easy to work with.  Boxer was unlike any salesperson I have ever had - he was not pushy, he did not force stuff on me I didn't need, he got me to what I was looking for and needed.  And I needed a lot."

Turns out that Carol had an entire houseful of furniture she needed delivered, as she had decided that it was time to replace all the furniture and she had been on a steady six month mission to make sure all of the furniture came from Gallery Furniture:

"Boxer walked me through and took his time and was attentive - I was 110% pleased with the service at Gallery Furniture because of folks like Boxer.  I got a lovely traditional bedroom set that has built-in lighting, some gorgeous cocktail and two end table sets that have a combination of wrought iron, wood, and marble, and a huge entertainment center that has plenty of storage room for my DVD collection and large television.  Boxer walked me through every part of sale and was very polite."

The story did not end at the building, Carol was then blown away by the Gallery Furniture Delivery Team - the crew led by Henry showed up at Carol's house:

"I will admit, I am the world's biggest procrastinator.  When the team showed up I was absolutely not ready.  Nowhere near ready.  My husband was not home, I did not have it ready to move in, I told Henry to leave everything on the outdoor patio and that my husband and I would have to handle it later."

Gallery Furniture Delivery Member Henry would have none of that, it seems, and Carol was then blown away by Gallery Furniture's commitment and dedication to seeing the job through:

"Henry told me point blank: 'Ma'am, you have bought the Cadillac of furniture, some of these pieces weigh two hundred pounds each… easy.  You could hurt yourself moving it, and I don't want your furniture getting ruined if it sits outside or overnight - this is great furniture.'  I really wanted to wait for my husband for his help in placing the furniture, and I let Henry know how important that was.  At that point, Henry gave me his cell number and told me: 'Ma'am, you just call when your husband gets here, we'll get all of this exactly where you want it.'

This blew me away, again.  Henry and his assistant - a young man whose name I forgot but he was working his (behind) off got everything together and told me they would return.  You know, and Mattress Mack wants to know this - any other furniture, actually EVERY other furniture store's delivery people in Houston would just look at you and go 'Oh, okay, yeah, sure, we'll leave it on the patio, bye!' And go running out the door.

Not Gallery Furniture.  Not Henry.  I called Henry back and at 8:00 p.m. they were in my home and Gallery Furniture had my whole house finished by 10:30 p.m. - and I want to stress, no other furniture store would have done that.  No one.  Only Gallery Furniture.  Your commitment to customer service is… well, it's something else, you guys went above and beyond in so many ways."

When asked about whether she was coming back for the sofa and love seat, Carol went into confession mode:

"I am sad to say I went to the RoomStore before for a reclining sofa and love seat group - and got some very bad service from them.  My sales woman, for some reason, talked me and my husband out of delivery - claiming it would save us $100 if we just went over to the warehouse and picked it up.  She knew we had a truck, and said it was no big deal and we could handle it.  So we left the RoomStore in Katy to their warehouse (which was another 10 miles out of the way) and the RoomStore warehouse loaded the truck.

We get home, and it was there that we realized just how heavy these pieces were - the sofa felt like a thousand pounds.  I have neck and back problems, and the RoomStore girl told me it would be no big deal and easy to get in my living room.  When I was done, I was literally in tears.  Looking back, I realized that I never haggled for price, never said I was looking for a bargain or deal - she just assumed I wanted a hundred dollars off I guess, and convinced me not to take the RoomStore's supposed same-day delivery offer.

So when I got to Gallery Furniture and spoke with Boxer, I was very specific: I said I wanted these items all delivered, whatever it took.  And that's exactly what Gallery Furniture did."

Carol then remembered something about a previous Gallery Furniture delivery while recalling her far less than stellar RoomStore experience:

"You know, I remember that a while back Boxer helped my daughter select her furniture and that whole experience was out of this world, too!  As a matter of fact, I had ordered a table that time, and as the delivery team was bringing it in, they accidentally broke a leg.  They set the rest of the furniture in place, and told me Ma'am, don't worry, we will replace this today, we promise.

And Gallery Furniture kept good on their promise.  Here I was worried that I would have a damaged table for two weeks, but the Gallery Furniture guys were back within hours, and all was well."

Carol has been thoroughly pleased over the years of her being with Gallery Furniture and she has admitted that she is a Gallery Furniture customer for life (she wanted Mattress Mack to know that "he's got all my money for the rest of my life, let me tell ya!"), and won't be making the mistake of going to the RoomStore or any other Houston furniture store and instead will only shop at Gallery Furniture.  And here's why:

"At the company I work for, we have a slogan that says We Sell Customer Service, We Throw Our Product in for Free.  That's what I feel Mattress Mack and Gallery Furniture do - I am not buying furniture… I am buying great customer service."

Thank you, Carol, for taking time out of your Labor Day Weekend to call Gallery Furniture and let us hear your Gallery Furniture customer service experience.  Folks, if you have yet to experience what Gallery Furniture means by the word TODAY, then now is your time to make that experience happen.  TODAY is about more than the delivery time frame - TODAY is in everything Gallery Furniture does… from great furniture selection, great customer service, knowledgeable sales staff, professional delivery service, to same-day delivery it all happens TODAY.

Fourth Floor Delivery

Gallery Furniture delivery teams often go the extra mile -- or flight of stairs -- to make sure your furniture is delivered to you professionally.  It's part of the job.

But it's always nice when our delivery teams get a pat on the back from a customer who appreciates their work, like this letter from Carole G.

Mr. McIngvale:

On Friday, August 15, 2008 we purchased an 11 foot mango wood table to be used in our conference room.  The salesman was informed that our office was on the fourth floor and the table would have to be carried up the stairs!  The two men who brought the table realized the enormity of the task and called for extra help.

This near impossible task was handled so professionally!  They took into consideration their own safety, as well as protecting the environment and the table when evaluating the ascending process.  At all times they were very courteous.  The table was successfully carried up those four flights of stairs and looks beautiful!

We would like to recognize these four men for their outstanding customer service and again thank them:

Driver -- Kenny Barney
Helper -- Martin Torres
Driver -- Kedrick Hampton
Helper -- Demond Mosley

An additional note, the next day we purchased the buffet and had it delivered.  We are so pleased with the furniture and the service.

Very truly yours,

Carole G.

Thanks for the kind letter Carole, it is appreciated. 

When it is time to deliver your new furniture, Gallery Furniture wants you to know you will be in professional hands, with people who take care of your home or office and your furniture.

Gallery Furniture goes the extra mile -- or flight of stairs -- to deliver your furniture today!

The Coolest Room on the Block

Doesn't your child deserve a bedroom that has lots of room to play, lots of storage space, and a comfortable bed?  It's tough to fit all of that in a small bedroom, but Gallery Furniture has found a way for you to do it.  And at the same time your youngster will have the coolest room on the block.

You can do all of this because of a new line of children's furniture now at Gallery Furniture.  Space saving furniture from Berg Furniture is made in the USA and gives your child a comfortable bed and lots of storage in a small space.  That leaves plenty of space for play. 

This is furniture that will keep your kids at home because all their friends will want to play in the coolest bedroom, and that one will be in your house.

The secret is the way Berg designs its furniture.   The most recognized design is the Berg Signature Staircase.  It replaces the old fashioned ladder. The non-slip tread, a wide and roomy stepping surface, along with the handrail allows quick and safe access to the top bed. The staircase has built-in drawers and shelves for practical storage space.    The stairs can also be used for sitting during reading or any other family & friend get-together.

Many units come with a desk.  The Captain's beds can have a pull out desk that stores under the bed.  The study and play group has a large desk and storage area just perfect for an older child's computer and school work.

All of this furniture can be arranged to fit your room.  Staircase on the right, staircase on the left, it's all a matter of how it is put together.  That's why the Gallery Furniture sales staff and delivery team went to school on this furniture.  They know what's available, how it can be arranged, and how to put it together.  (Gallery can even order custom arrangements and have them in about two weeks.)

It's economical too.  You can buy it for about what you'd spend on a bed, desk, and chest and it will fit where a bed, desk, and chest won't.  Berg furniture is practical with washable surfaces that resist crayons, pens, and pencils.

  And kids love it.  Watching them at the Berg display is a lot of fun.  No child can resist climbing the staircase to the top bunk or the captain's bed.  The playhouse in the play and study unit is a big hit too.

With all these advantages,  you owe it to your kids to look at the Berg designs.  Gallery Furniture is happy to offer this exceptional children's furniture at a Gallery Furniture price.

And you can have it in your child's room tonight!

Graduation Day

With hugs, cake, and presentation of certificates, the kids who have spent part of their summer at the Gallery Furniture Summer Enrichment Camp have had their graduation ceremony.

The Camp, also known as Fun with Mattress Mack, has been held at the North Freeway store for children who live nearby in the La Casita Apartments.

The goal of the camp was to provide a program of academic achievement and fun.  They heard lessons on communication, character, cooperation, and organization skills.

The youngsters who attended, more than 35 of them, got to hear from adults who have leadership roles in the community as well.  And they got a hot meal every day.

Earlier this week the kids went on field trips to the Children's Museum, the courthouse, and an Astros game.  They also went on a Back to School shopping trip before Friday's graduation.

Gallery Furniture would like to thank the parents of these youngsters for letting them attend, thank the teachers who ran the camp, and the many people and organizations who helped arrange programs and visits with the kids.

Gallery Furniture is very excited to help these young people learn important lessons they'll need in the new school year and lessons that will stick with them for the rest of their lives.

Putting It All Together

School is in session again for Gallery Furniture delivery teams.  They are learning how to assemble a new line of children's furniture just added at Gallery.

The new bedroom sets are from Berg Furniture, a American company that specializes in children's furniture.  Made in the USA, each of their unique designs maximizes storage space. And you can customize the beds, storage units, and work units to the individual child's room.

With that kind of flexibility, the delivery team has to know the furniture, the different ways it can be arranged, and how to assemble and secure each unit.

So Friday was school day for delivery teams.

They learned how to unpack the Berg furniture. They learned how to arrange the units to maximize space.  And they were taught how to assemble the furniture so that it is as strong and durable as the designers intended.

Training like this is one reason Gallery Furniture's delivery service is superior. 

After you spend the money to buy the furniture, you deserve to have someone deliver it to your home and assemble it who knows what they are doing.  That's why Gallery Furniture doesn't use contractors for delivery.  The people on a delivery truck are Gallery employees who have had the training to do the job right.

Gallery Furniture does more than save you money on great furniture, Gallery Furniture employees want to make sure your delivery is done today and done right.

Service Counts

Gallery Furniture gets a lot email from satisfied customers, but one that came in recently was particularly pleasing because Gallery Furniture was able to delight this customer after another store did not.

Here's the story from Mark B.

We have previously furnished two homes from Gallery Furniture.  For our new home we bought a bedroom set for our 4 year old daughter and our living room furniture from another store. 

First thing this morning the bedroom furniture was delivered and a couple of pieces were broken.
Most of the pieces were left along with a box cutter blade, which my daughter found by stepping on. Many phone calls later and several rude people, it was decided the replacement parts could be delivered in 3 days. 

Being kind hearted, we decided that the living room furniture would have to be better.  This afternoon the living room furniture arrived.  One of the delivery personnel did not really like the fact that we wanted to inspect all of the furniture, even though we had already had a problem this morning. 

When the love seat was brought in, not only were the legs crooked and fabric ripped, but they damaged a wall bringing it in.  Accidents do happen, it is just worse when the painting had just been completed the day before.  But then the delivery man said that it was my wife's fault since she yelled look out when he was hitting the wall.

At this point we decided enough was enough and told them to load back up. 

At 6:30 PM this evening we were at Gallery and we purchased replacement furniture.  By 10:30PM the new furniture had arrived and was set up.  The two men that delivered our furniture were both extremely professional, courteous and went as far as closing the door behind them with every piece that they brought in the house. 

Thank you.

Thank you for your note Mark.  It's more proof that the way a store treats you makes a difference. Gallery Furniture is dedicated to making shopping for furniture a pleasure, not a chore.  To do that, each Gallery Furniture employee is expected to treat you and your home with respect and care.