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

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

• 

  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

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  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

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:06/22/2024

  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 a protection plan for my couch from this company through Watsons. The motor is no longer working on one of the recliners so I reached out, filled out the claim form online, and emailed my sales receipt so they would come and fix it. 2 weeks past and I hadnt heard from them so I called and they said they never received my receipt so they were unable to do anything, without contacting me in any way. I emailed it to them again and they said someone would be in contact within 48 business hours. 48 hours had passed and I hadnt heard anything so I called again. They finally got me on the phone with someone in repairs and said that they do not have any techs going to my area at that time so they would call me back by Tuesday with the day and time of when a tech would be coming out. I didnt hear from anyone all day Tuesday so I called back and they said that they had a tech that could come out Saturday anytime from 12-3, and I got a call back number for if something would happen since it is a weekend. Well of course Saturday comes and the tech does not show up. I called the number he gave me and it said that their office is closed due to after hours. I spent $350 on this protection plan and all I need it the motor on one of the cushions fixed.

  

  Business Response

  Date: 06/24/2024

  We do apologize for the delays and the technician not showing for the appointment that was scheduled for 6/22.  We do show that we have spoken with you today.  We did attempt to call the technicians office and there appears to be an issue with their phones. We have also reached out to them via email. They have advised that they are having technical issues with their phone lines today and that a technician will contact you today.  If you do not hear from them by the end of the day please contact the service center at ************** M-F 8:30am-6:00pm EST.

  Customer Answer

  Date: 06/25/2024

   
  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:06/14/2024

  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.

  On Feb 13, 2023, after contacting Sleep Galleria, and being emailed a receipt by them, I submitted a claim to Guardsman **************** concerning a massage chair I had purchased from Sleep Gallaria on 6/10/21 that I had purchased a 5 year Guardsman Furniture Warranty on, which claim went into their queue to be checked out later.On March 18, 2023, over a month later, a technician was sent to my house to check out the defective chair, who assured me that he would be able to fix the chair, but needed to turn the information into Guardsman in order to get their approval, and obtain the parts needed to fix the chair.On April 26, 2023, over 30 days after the technicians visit, I received an email from Guardsman informing me that they were finally reviewing the technicians report, and that they would be in contact with me within 7-10 business days with more information. Then on May 1, 2023, I received an email from Guardsman informing me that the retailer that I bought the chair from was now either closed, had changed ownership, or had stopped selling their protection plan, and stating that per their agreement that if they were unsuccessful in repairing the damage to the furniture, and are unable to provide a replacement, or re-selection, or if the retail store where I purchased the chair has closed, changed ownership, or no longer carries the Guardsman Plans, that they will provide me with a refund of the purchase price of the plan, and asking me to verify my address for the refund check.Since the reason we are in a situation now where the retailer that I purchased the massage chair from is either closed, or has changed ownership, is because Guardsman failed to process this claim in a timely manner while the retailer was still in business, I believe that Guardsman should either fix the chair, or replace it with a new chair like they stated they would do in their warranty instead of merely offering a refund for the purchase price of their warranty.

  

  Business Response

  Date: 06/24/2024

  Our records show that the store was no longer Guardsman plans prior to the date the claim was filed. In addition, the store is now closed.  Per the terms of the protection plan the only option available is a refund for the purchase price of the protection plan.

• Initial Complaint

  Date:06/14/2024

  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 a Gold Complete Plus Furniture Protection Plan 8/1/2021. Service agreement number ********. I had damage to the cup holder on my love seat recliner. I have been told that since the cup holder is not "mandatory" to the operation of my love seat that it is not covered by the plan. I called to discuss. I asked where in my protection plan does it state that it isn't covered. I was told that it does not state it in the agreement but that it is their "Policy". This is unacceptable. I purchased a "gold complete plus" plan. It states that it covers hard surfaces and breakage. It took them well over a month to even get back with me. Their plan states it covers breakage and doesn't say it has to be mandatory to the operation of the furniture.

  

  Business Response

  Date: 06/24/2024

  The protection plan has a specific list of What is covered.  Breakage of the cupholders is not listed under the "What is covered" section. We are unable to service this request.

  6. What is Covered
  This Plan provides coverage for the following accidental stains or damage that arise from a specific occurrence during normal use, except for what is listed in the What is Not
  Covered section.
  6.1. Fabric, Leather, Nubuck, and Vinyl Upholstered Furniture:
  6.1.1. Household stains, such as those caused by food and beverages, nail polish and nail polish remover, human and Pet bodily fluids/waste (not including perspiration,
  hair oils, or body oils).
  6.1.2. Punctures, cuts, tears, or rips.
  6.1.3. A single incident of damage (other than what is covered in 6.1.1.) per Furniture item caused by a Pet, except what is specifically excluded in Section 9.
  6.1.4. ***** that are not caused by a fire.
  6.1.5. Seam Separation.
  6.1.6. Zipper and button breakage.
  6.1.7. Failure of frames, springs, mechanisms, motors, levers or hand wands, or power or remote cords used for sleeper, reclining, and inclining applications, if these
  components were covered by an original manufacturers warranty and such warranty has expired.
  Note: Items 6.1.5. through 6.1.7. are covered regardless of whether the damage arises from a specific

• Initial Complaint

  Date:06/13/2024

  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.

  11/23/2019 paid 170$ for coverage on furniture purchased at a local Furniture store- 5 year plan with coverage for punctures to couch supposed to be covered. Claim submitted on 5/31/2024 and submitted with pictures and explanation of metal clip puncturing leather on couch cushion. No email or call to us, followed up via call on 6/13/24- company states denied claim and transferred to another representative. Representative states denied due to scratches and to check our email for explanation. When stated to Rep that there was not email sent, she stated to check again and that it should be there and it's denied. I have submitted a customer service request online to have someone come to the house to evaluate the couch as it fit the description for coverage. They were closed for calls at 615pm on 6/13/24. Will follow up again tomorrow. Online previous chats claim this business is notorious for not approving claims and denying for no reason. I am upset that we were sold insurance that will not follow through with their coverage and possibly are scamming customers.

  

  Business Response

  Date: 06/24/2024

  The photos received with the claim do not show any punctures or rips. The photos show scrapes and the cracking/peeling of leather.  These damages are listed under the "What is not covered" section of the plan.  We are unable to service this request.

• Initial Complaint

  Date:06/07/2024

  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.

  We bought an outdoor sectional with 2 chairs and bought the extended warranty. When getting ready for use this year, we noticed a few holes in the cushions and the unraveling of the material. First, the process was flawed and didn't give any choices. It's as if the only choices you have to describe the damage would be reasons to deny. You also have to start a whole new claim for each little thing. One was denied stating it was a manufacturer defect. It is not. Then, after calling once a week, they sent so.eone out. Took over a month. Finally, they did call me. The rep said she was looking for replacement cost. Then, I hear nothing. They said they emailed, but I searched, and there was none. I tried to call them, but they are only open for calls a few hours on a few days in order to "process claims." I imagine it is time consuming to deny claims and find ways to justify that decision. Looks like there are hundreds, if not thousands, saying the same thing about this company. If it were reputable, there wouldn't be so many. I'm sure I will see their same generic response like they are saying to others..."manufacturers defect," "we don't cover snags," "normal wear and tear," "accumulation of damages," "our records indicate we reached out" blah, blah, blah. I can say, I answered every call, except for the very 1st one. No message, of course. Two answered calls had no one on the other line, then hung up, as if they just wanted to document the call. Said an email was sent, but it isnt there either. Something needs to be done about this company. Not only does it hurt the purchaser, it hurts the furniture companies offering the warranty. It makes them look like they are contributing to the harm people are having. Very predatory and is taking advantage of people.

  

  Business Response

  Date: 06/13/2024

  The Guardsman protection plan is for accidental damages that arise from a specific occurrence.  the claim forms we received did not provide any accidental damages.  It was reported as general soiling, wear and tear, don't know how it happened. The photos and the technicians report an accumulation of stains and damages, which is not covered under the protection plan. We are unable to service this request.  In addition, we have a total of 6 emails that were sent to the email on file,************************.  These were sent on 4/17/2024, 3 on 4/26/2024, 5/22/2024 and 5/30/2024. We will be reviewing all calls to determine why you weren't able to hear anyone. We do show that we did speak with you multiple times.
  
  

• Initial Complaint

  Date:06/06/2024

  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.

  Have and paid for a warranty on a table $400 . Had damage (scratch) called and filed a claim. Was not told initially that I had to send proper paperwork like receipt for claim. This was in February 2024. Called again in march and was told to send form which I did. Apparently not received the forms in time allowed and claim was denied. I did forward the proper forms and they said not received. I paid 400 for this coverage and should have issue fixed. Representative very rude and said nothing can be done not even talking to a manager.

  

  Business Response

  Date: 06/13/2024

  Our records show that we were first contacted on 1/24/2024 and at that time we advised that a sales receipt was needed with your claim.  The sales receipt was not uploaded with the claim form. On 2/15/2024 an email was sent to ******************* advising a sales receipt was needed.  The sales receipt was received in our office on 5/10/2024.  The terms of the protection plan state that we must receive the claim form and any other required documentation including the sales receipt within 30 days of when you first report an issue with your furniture.  This timeframe was exceeded and the claim is not eligible for service.

   

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21810776
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 06/17/2024

  I was never told about sending receipts until I called again asking about the claim. I sent the information requested and they stated it was not received 

   

  

  Business Response

  Date: 06/24/2024

  Ou records show that the sales receipt was requested during the original phone call on 1/24/2024. In addition an email was sent on 2/16/2024 to *******************.   The sales receipt was not received in our office until 5/10/2024. We are unable to service this request.

• Initial Complaint

  Date:06/04/2024

  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 filed an original claim for damage to 2 nighttables with the wrong date. It was rejected. Subsequently there was more damage in additional areas. Filed another claim. First rejected as Normal wear and tear then rejected as being in same area technician will not know where to repair. When questioned and told it was not same area, they were basically saying the whole nightable would be same area they responded with accumulation of damages is not covered. They claim to return calls when they dont.Claim#********

  

  Business Response

  Date: 06/12/2024

  The Guardsman protection plan is for single incidents of accidental damage.  On the original claim there was no accident reported and the claim was not accepted for reporting timeframe as outlined in the protection plan.  There are now new damages along with the old damages.  This is an accumulation of damages which is not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:05/30/2024

  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 paid for a protection plan from guardsman and they are refusing to repair the damages to my furniture

  

  Business Response

  Date: 06/05/2024

  The sales receipt that was sent in shows the Guardsman plan was declined. As we have advised in several phone conversations if you did purchase a protection plan  we would need the s/r for the purchase of the plan. We are unable to service this request without proof of purchase for the protection plan.

• Initial Complaint

  Date:05/30/2024

  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.

  Damage occurred to the couch. We filed a claim on 12/16/23. Our claim was denied because they said I did not provide them proof of receipt of the product.

  

  Business Response

  Date: 06/05/2024

  Our records do not show a denied claim.  We have claim that was submitted 12/16/2023 for which we requested a copy of the sales receipt.  Our records do show that we received the sales receipt, however the agent did not complete the claim.  We do apologize for the delay this has caused. Your claim has been processed and a technician will be in contact with you to schedule an appointment for the animal damage on the back of the sofa.  The decking material coming unstapled and the fabric failure on the decking and the seat cushion are not covered under the protection plan so we are unable to service that damage.

• Initial Complaint

  Date:05/24/2024

  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.

  There was a drink spilled on the couch, when it was wiped up the stain/damage occurred. With Guardsman you can not speak to a person, you have to file the claim on-line. So we did, and since we are not in the furniture or furniture warranty business didn't know how to describe the issue. There was only the option of a drop down box to choose from. The first drop down was to choose stain or damage. Well, unsure. It did not look like a stain, it looked like it took the finish off, so I chose damage. There were several other drop downs to choose from none of which made sense for what happened. We waited several weeks to get an email that denied our claim, a claim that was clearly covered in the warranty. They had a number to call to dispute the claim. I called and tried to described the incident to the person but she continued to talk over me and said to bad it's denied. I asked for a manager or supervisor to call me back. That took several days. When she called back I described what happened and her only response was your claim is denied. I asked that she send someone to inspect it. She said no. I tried to reason, saying we had no idea of how to choose in the drop down. I explained the incident. If I would have chose stain, then there are drop downs for spills, however, why would I call it a stain when it looks like the color came off? Her response was the claim has been denied and we will not revisit it. She did not care to hear what I was saying, she kept repeating what I did wrong and too bad the claim is denied.

  

  Business Response

  Date: 05/29/2024

  Our records show that you did speak with us on 4/23/2024 and again on 5/16/2024. On 4/23/2024 it was reported that the couch is discolored. The claim form received states fading/discolored caused by unsure and also scratches possibly caused by claws.  There was no mention in the original call on 4/23/2024 or on the claim form about a beverage spill.  If there was a beverage spill there is an option in the drop down for food/beverage stain. We did receive a new claim form for the same issue with a different cause Food and Beverage was chosen in the drop down and for caused by it states food spill. This claim remains not accepted.  Resubmitting a claim for stains or damages that have been denied with a different cause does not change the outcome of the original claim.  We are unable to service this request.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21758537
  
  I am rejecting this response because:
  They only allow for a certain number of days to submit a claim. I was out of the country when it happened, my daughter filed the claim as she was there and I did not have cell service. She didnt know what to call it and neither did I as their first drop down is unclear. She didnt know what to choose there were only 2 options on the first drop down. Fading or stain. It was a spill, and she/we did not know if we chose stain that spill was in the next selection options. Just because the wrong drop down is chosen isnt a reason to deny a claim. I asked if they would send someone to inspect and they could see for themselves. The rep said no too bad its denied because you chose wrong. That is unacceptable, a decision should not be based on drop down options and no conversation. The warranty also says it covers pet nail scratches that they now want to say isnt covered. I want the what they are calling stain corrected or the sofa that is only a few months old replaced. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/17/2024

  The response from Guardsman is unacceptable.  What is going to be done.  I was not home when the issue happened and was going by what I was told by children.  I explained this to the rep, who just didn't care.  I asked that they send someone to view the issue and they won't. It is unacceptable that a claim is denied based on a drop down box.  What are your next steps?

  

  Business Response

  Date: 06/24/2024

  Claims are processed based on what is reported on the original claim form and resubmitting a claim that is denied with a differed cause does not change the outcome of the original claim. We are unable to service this request.

  Customer Answer

  Date: 06/27/2024

  How long will I have to wait for their response?  They need to send someone to inspect so they can see this is not normal wear and tear, it is not fading as it is not in the sunlight.  The warranty companies first drop down box selection only gives an option of fading or stain, neither really applies.  A spill removed the color from the leather.  I believe this is intensional to confuse the customer.