Complaints

This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardsman

  3196 Kraft Ave SE Ste 105 Grand Rapids, MI 49512-2079

  
• 

  Guardsman Furniture Pro

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of NY

  521 Fifth Avenue Suite 1700 New York, NY 10175-0003

• 

  Guardsman Wood Pro

  5932 Pulaski Ave Philadelphia, PA 19144-3823

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two reclining sofas with electric reclining from Havertys furniture. I purchased the Gold Complete Warranty plan from Guardsman through Havertys. The electric motor stopped working. I submitted a claim to Guardsman electronically. I hadnt heard from them and called to find out when they would be out. I was told they cant give me a date because claims were backed up. Can u help me get my recliner fixed of get the $449 I paid for the warranty refunded because this is ridiculous. The tracking number below is the number assigned when I submitted my request electronically.

  

  Business Response

  Date: 06/18/2025

  Our records show that your claim was received on 6/8/2025 and was processed on 6/16/2025.  Claims are processed in the order received. Due to the fluctuation in claim volume from one day to the next we unable to give a specific timeframe as to when a claim will be processed. We do try to process claims within 5-7 business days. We do show an email was sent to you on 6/16/2025 advising that the claim was processed and a technician would be in contact with you to schedule an appointment.

  Customer Answer

  Date: 06/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the protection plan thru them for my furniture when I purchased it a few years ago. I filed a claim for my furniture to be fixed & they said that they cant fix my couch because it was from being worn (used) AND it has been over 30 days since the incident occurred. I contacted them asking why we wouldnt be able to use insurance that we purchased for this very reason & they said it is in their policy! (Whats stated above) so we do not get reimbursed for the money spent for the furniture insurance or get our furniture fixed! I asked about being refunded for the insurance if its something that cant be used & they said I would have to write them, submit a request & wait for them to make a decision on wether or not they will refund me!? This isnt right, I do not suggest ever purchasing this insurance because it is useless!

  

  Business Response

  Date: 06/10/2025

  The Guardsman protection plan covers a specific list of accidental stains and damages that arise from a specific occurrence.  The plan does not cover stains and damages from normal daily or repeated use.  The broken frame is something that is covered under the protection plan, however, the terms of the protection plan state that any stain or damage to the furniture must be reported to Guardsman within ************************* damage occur.  This claim was submitted on 5/25/2025 and on the claim form it was reported that the damage occurred on 3/28/2025 which exceeds the 30-day timeframe.  We are unable to service this request. In addition, after review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman.  For terms and conditions, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency.    

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Guardsman Company has denied my claim. All of the employees are very rude and dismissive. My claim was for my disabled son 's leather recliner. He had vomited on it, and did not tell me until after I had filed the claim. They would not correct the error, or even hear me out. Basically, too bad, your problem not ours! I am not a furniture technician. I don't know the proper terms to use regarding furniture. No one came to my house to look at it. They went by photos, and what I had told them, with no room for error! I feel I am not being heard. I guess they forgot, no customer, no job! I just want to have my son's chair, whom is disabled, repaired. That's all, and they are fighting me every step of the way.

  

  Business Response

  Date: 06/10/2025

  Claims are processed based on the information provided on the claim form as well as the photos that are photos that are provided.  On the claim form it was reported that the leather was peeling with no specific cause and the photos show the leather is peeling. This is not covered under the protection plan. Peeling of the leather is not covered regardless of whether there is an incident that caused it or not.  This is specifically listed under the "What is Not" covered section of the protection plan. We are unable to service this request.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number: ******** Claim initiated September 2024 for a stain on couch fabric. Technician came September 10, 2024 but could not clean the stain. The claim was escalated for repair. A right-arm fabric replacement was ordered through Havertys; two fabric pieces were sent.February 27, 2025: Technician said arm must be removed to apply fabric; no work done. I missed a day of work.March 17, 2025: Second tech also stated arm needed removal. He did not complete the repair and claimed fabric was unusable, which was inaccurate I had a second fabric piece and provided full documentation via email. Again, no work completed and another day off work lost.I contacted Guardsman management. They agreed to escalate and send a qualified repair tech.May 8, 2025: Repair was performed, but fabric was loose, wrinkled, and poorly attached. I sent photos to Guardsman; customer service agreed workmanship was unacceptable and scheduled a re-repair.June 2, 2025: Same tech returned, said, thats the best anyone can do. He was unable to fix the ripples or deformations. Staples and loose fabric were left exposed on the back of the couch. Another day of work lost.I again contacted Guardsman. **************** acknowledged and said they would order more fabric and reschedule a repair. However, after multiple failed visits, poor service, and repeated time off work, I am no longer at liberty to be able to accommodate further appointments. I have already taken more than enough days to accommodate them to repair a couch that they cannot repair. Requested Resolution:A full replacement of the furniture,OR a refund equivalent to the cost of the furniture and warranty,I have made every effort to be cooperative and reasonable. This process has dragged on for 9+ months, with no resolution and significant inconvenience. Guardsman is dragging their feet on this due to Havertys no longer using their services but I expect my contract to be honored.

  

  Business Response

  Date: 06/10/2025

  We do apologize for the issues you had with the technicians. Our records show that we spoke with you on 6/9/2025 and a purchase order for store credit was sent to the Retailer on that day. Any questions regarding the store credit should be directed to the Retailer.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the customer service I have received in connection with a warranty claim for a couch I purchased from Havertys in ***********, ********** the time of purchase, I also obtained the Guardsman Furniture Protection Plan, specifically for peace of mind in situations exactly like the one I am now dealing with. Unfortunately, my recent experience has been the opposite of ************* February 2025, I submitted a claim to Guardsman after my couch sustained damage during a move. I followed all required procedures and expected timely and fair processing. However, after months of silence and unacceptable delays, I was finally notified in late Mayover three months laterthat my claim had been denied.This decision is both disappointing and unjustified. According to Guardsman's own website (screenshot attached, link: ***********************************************************************), the type of damage sustained is explicitly listed as covered under the plan. This discrepancy raises serious concerns about misleading warranty practices and a lack of accountability by both Havertys and Guardsman.I purchased this protection plan in good faith, and I expect ******** to stand behind the products and services it sells. I am formally requesting that you take immediate action to have the couch repaired or replaced in accordance with the warranty terms I was promised at the point of sale.If this issue is not resolved promptly, I will have no choice but to escalate this matter further.I look forward to your immediate response.

  

  Business Response

  Date: 06/04/2025

  Moving damage is specifically listed under the "What is not Covered" section of the protection plan. This information was not provided on the claim form and a technician was sent to the home. Due an unusually high volume of claims we did experience a longer than normal processing time once the technicians report was received.  Had the information about how the damage occurred been provided on the claim form the claim would have been completed on 3/21/2025 and you would have been notified at that time the damage was not covered. We are unable to service this request.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23383179
  
  I am rejecting this response because:

  There is a tear in the leather that did not occur during the move and should be covered under the warranty. Unfortunately, the delay in response has significantly limited our options for getting the repair completed in a timely manner. Additionally, the current interpretation of the warrantyimplying that any movement of the furniture voids coverageunreasonably limits a customers ability to rearrange or relocate furniture within their own home for any purpose.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/10/2025

  The information provided to us in them email reply below states the damage occurred during a move. We are unable to service this request.

   

  From: ***** ***** <******************************> 
  Sent: Tuesday, April 29, 2025 2:03 PM
  To: ************************** ************ Request Followup <*******************************************************************>
  Subject: Re: ******** Havertys sofa
  
  WARNING: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Good afternoon, 
  
  The photos of the sofa was submitted via email on 2/28/2025. The damages are on 2 ends of the sofa that could be connected together as one unit, however, we currently have them as 2 separate sitting areas. The damage was during a move to the address you have on file. Please reply to this email, with an expected time of repair. Thank you. 
  Here they are:
    

   

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23383179
  
  I am rejecting this response because:

  I must respectfully reject this response. The claim pertains to two separate couches that are currently damaged. One was damaged during a move, while the other has a tear in the leather unrelated to any moving process. Denying both claims is unacceptable given the circumstances. I expect a thorough reconsideration of this matter.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/16/2022, my *********** purchased an electric reclining furniture set from Havertys and for an additional ******, the Guardsman Gold Plan.I called on 5/16/2025 to file a claim that one motor stopped working on the sofa. I was sent a link to complete the claim process, which I completed. After a week of no response, I called Guardsman to verify claim had been received and request an estimated time for service. That's when they informed me my claim was being held indefinitely for approval. Obviously concerned after that conversation, I called Havertys and was then told that Guardsman was backed up. Also informed by ******** that due to the issues with Guardsman, they are now using a different protection coverage company.All Haverys could say was wait about a month, if nothings done by then, call us back .I'm feeling stuck here. I know the plan covers the motors, so why can.t we get a service date?

  

  Business Response

  Date: 05/30/2025

  We do apologize for the delay. Claims are processed in the order received and due to varying volume of claims received each day we are not able to provide a timeframe.  Our records do show that your claim has been processed and an email was sent to you on 5/29/25 with this information. A technician will be in contact with you in the next few business days to schedule an appointment. If you would like to contact them the company name is Restauro and the phone number for their office is ************.

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** service from this company!! Im trying to get a tech since 04/30/2025 today is 05/22/2025 I havent received an answer from this people. The assigned ******************** as the company thats supposed to fix my fridge. They order parts for my fridge without doing a diagnostic of the issue. I ask them, arent you supposed to come to the house an run a diagnostic? Which he replied dont worry I know what is happening. 23 day still waiting for my fridge to be repaired!!

  

  Business Response

  Date: 05/30/2025

  Guardsman ************ does not provide protection plans for appliances.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a warranty from ********** for my fridge. The fridge has been broken for 4 weeks now and everytime I call the story is different . they tell me theyhave the parts and they are going to come out to fix my fridge, then they don't show up, then they tell me they don't have the parts. They are not willing to give me a refund or give me a new fridge. Here I am at 4 weeks with no clear sign of when I will get my fridge repaired. they tell me they are going to escalate and call me back and then they do not call or email. **** refuse to help me. I paid for a 4 year warranty on my fridge.

  

  Business Response

  Date: 05/30/2025

  Guardsman ************ does not provide protection plans for appliances. 

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture from ******** and paid for the Guardsmans protection for our furniture. We,ve only had our barstools for two years and have already had problems with them. This will be our second time trying to get the issue of the barstools fixed. The barstool seats are falling apart and guardsman is telling us that our coverage does not cover that type of damage, but that was the reason why we took out the protection for issues like this. I feel like they offer this type of service and you pay for the repair coverage but because you state the issue incorrectly they send you an email and say that its not covered under their protection. I feel like this is a bait and switch just to get you to take the protection for the furniture and but they dont cover any issues that happen.

  

  Business Response

  Date: 06/02/2025

  Our records show that a technician was sent to your home on 5/28/2025 and his report shows that the bar stools were repaired.  If that information is not correct please contact the service center at ************.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed claims three times about my sofa that is under warranty through my protection plan I paid for. The service tech has been here twice about the same issue, the middle seat is separating from right facing arm seat. The middle seat sinks when sat on. The tech added memory foam cushion to all the seats on the sofa to make them level, the end seats would lean into middle seat when sat on, both ends. He came back out for a claim that the one seat was separating from middle seat, he turned the sofa over he tightened something he said was loose but advised that if the seat begins to separate again submit a new claim immediately, which I did. The claim was denied saying the time of claim was past the date, I called and the lady said the claim was denied because of the date, which was the original date used for second claim because it was not repaired adequately and it was the same issue, the tech said to file a claim immediately. I explained that to her but she said it was denied, I said I would submit a new claim and change the date but she said it would still be denied. I asked to speak to a supervisor or manager and she said she is the only one that decides claims.

  

  Business Response

  Date: 06/04/2025

  Our records show that a work order has been sent to a technician to come to the home to repair the sofa.  You should hear from them in the next few days.

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****