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: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.

  We first contacted Guardsman in January 2024 about a mechanical problem with a chair purchased from Nebraska Furniture Mart. We filed a claim with guardsman online, uploaded pictures, explained the problem, answered questions, etc.The technician was supposed to be here on March 12th before 4:00pm and showed up at 8pm. He walked in, took a look at my chair for 1 minute, then said it needs a part and he will order it, they will track it, call us to schedule an appointment when arrives at our house, and then he will come back and install it. I had to take a half day off work to meet him here. We did not hear back for several weeks so we called and they said would order the part (the part was already supposed to be ordered when the technician was here). The part came on May 11th. We did not hear from anyone so we called them again. They scheduled someone to come on May 24th between 10-2:00pm. He did not show up. I had to take time off work again to meet him. We called Guardsman again to find out what was going on. They said to give him an hour then call back. The technician finally called us and let us know he would be here after 5pm. I told him we don't have time to wait since we've been waiting since 10. We have run out of patients and are done messing with it. There are other things that happened in between, but these are the main points.We want a refund for the chair at this point. They have shown that they are unable to repair the chair, and we have been without it for almost 6 months at this point. The chair is useless to us now. They really dropped the ball, and we are very disappointed by their horrible customer service. By reading the other complaints, this is an ongoing issue and they need to make it right.

  

  Business Response

  Date: 05/29/2024

  We do apologize for the delays and the missed appointment.  Management is looking into the situation with the technician.  We are unable to refund the cost of the chair.  The parts were ordered and received and at this point our technician must be allowed to install the parts. We will forward your information to the appropriate department to reach out to the technician and have them contact you. As for Guardsman not contacting you when you received the parts, we have not way of knowing when a customer receives the parts.  Per the email on 4/24/2024 there was a phone number provided for you to contact us when you receive  the parts.  We show that you did call us on 5/10 to let us know you had them.

• Initial Complaint

  Date:05/24/2024

  Type:Order 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 submitted a claim recently to have a few of my outdoor couch cushions replaced due to animal puncture/damage from a wild animal. I received a notification on 5/23/24 stating my claim was denied. They stated the following: Outdoor Furniture-Other - Animal Damage - The damage you reported is animal damage, which is excluded from coverage under the section of your protection plan titled **************************** or Misuse." In some protection plans, this exclusion can be found in section 9.We encourage you to refer to your protection plan for complete information about coverage, exclusions, service procedures, and the length of coverage. If you feel this is an error, please reach out to us at **************. The warranty specifically states that any animal punctures etc are covered under the warranty. They are in breach of their own terms and conditions in their contract language. I would like a resolution to my claim ASAP.

  

  Business Response

  Date: 05/29/2024

  All claims are processed according to plan terms and coverage.  The Gold Complete Plus with Area Rug plan does not cover outdoor furniture at all. If a separate plan was purchased for the outdoor furniture the outdoor furniture plans do not cover any animal damage.  The Gold Complete Plus with Area Rug Plan does cover a one time incident of pet damage on your indoor furniture but does not cover damage caused by wild animals. We are unable to service this request.

• Initial Complaint

  Date:05/23/2024

  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 Guardsman furniture warranty. I filed a claim on in April. On April 17, 2024, guardsman requested documentation. I emailed documentation on April 30th, and waited for a reply. When I didn't hear back from them, I called. They said they never received the email, so I forwarded the email to them so they could see that I did send it. After they received the second email, they requested an itemized receipt. I got a copy of the itemized receipt from the furniture store and sent that to them. They denied the claim because it was over the 30 days from when I first submitted the claim. I spoke to 3 customer service reps who were all rude. Two of them hung up on me because I asked to speak to a supervisor.

  

  Business Response

  Date: 05/29/2024

  Our records show that the sales receipt was first requested on 4/2/2023 when we were originally contacted.  The sales receipt was not received with the claim form. As a courtesy we sent an email advising the sales receipt was needed on 4/17/2024.  The email advises that the sales receipt must show the name of the retailer, purchaser's name, descriptions of the purchased furniture, the purchase of a Guardsman protection plan, and the purchase and/or delivery date of your furniture. The email also advises this must be received within 30 days of when you first contacted Guardsman. The first email we received was a copy of the service agreement not the sales receipt. The sales receipt was due in our office no later than 5/2/2024 and was received on 5/20/2024.  This exceeds the 30 day timeframe as outlined in the protection plan. The agent advised several times that there was no Supervisor to speak with regarding this denial, which is correct.  When claims are not accepted due to not receiving the documents within the required timeframe Supervisors do not discuss these denials as the terms of the protection plan were not met. Oe of the agents offered an option for you to write a letter to the *********************** which was refused. There was nothing further the agents could do and as such they did release the calls. We are unable to service this request.
  
  

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21753039
  
  I am rejecting this response because: I sent the email on 4/30/24.  They were unnecessarily rude and refused to acknowledge that I sent the email even though I forwarded the email to them after contacting customer service.  Two of them hung up on me.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/24/2024

  We have no record of the itemized sales receipt being sent on 4/30/2024. The only documentation we received regarding an email on 4/30 is an email with contract in the subject line and nothing attached to the email.   On 5/13/2024 we received a copy of a protection plan but not the itemized sales receipt. The itemized sales receipt was not received in our office until 5/20/2024.  We are unable to service this request.

• Initial Complaint

  Date:05/23/2024

  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.

  We filed a claim over 2 months ago that they have not gotten back to us on. We need our couch fixed. They have not responded to emails and we have gotten disconnected multiple times on the phone.

  

  Business Response

  Date: 05/29/2024

  We do apologize for the delay.  Our records show that we needed some information from the Manufacture which we received on 5/28. You should be contacted in the next few days with next steps.

  Customer Answer

  Date: 05/29/2024

   
  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.  Still waiting for appointment to be set up.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/21/2024

  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.

  My sofa recliners do not work. The motor is not working. I submitted a claim with Guardsman Protection on May 15- no response! I feel like they are ignoring me. I want my sofa fixed.

  

  Business Response

  Date: 05/29/2024

  Our records show that your claim form has been received and we have spoken with you several times and also responded via email.  As was advised in those phone calls and email, claims are processed in the order received.  Due to an unusually high volume of claims there have been delays in processing. You will be contacted once the claim is processed.  We anticipate this will be processed in the next day or two. 

• Initial Complaint

  Date:05/21/2024

  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 am writing to address the egregious mishandling of claim number ******** under the Guardsman 5-year furniture warranty, which was purchased in December 2020.Upon purchasing this warranty, I was emphatically assured that it offers comprehensive coverage, including protection against pet urine, body fluids stains, and leather sofa tears. However, after enduring weeks of waiting for resolution, the claim was submitted on 3.21.24, only to face further delays.Regrettably, on 5.21.24, exactly two months later, the claim was summarily denied, with the assertion that damages were not covered under the warranty. Let me be unequivocal: every single damage on the couch falls squarely within the coverage parameters outlined in the warranty documentation.I am profoundly disappointed to discover that Guardsman's actions align with the concerning pattern of denying valid claims, as substantiated by numerous reviews. This blatant disregard for policy is utterly unacceptable.I demand immediate action to rectify this situation without resorting to legal measures. Failure to honor the coverage and replace the sofas as per the warranty terms will leave me with no choice but to pursue legal recourse. Alternatively, refund the entirety of the amount spent on this warranty without delay.I expect a swift response and resolution to this matter.

  

  Business Response

  Date: 05/29/2024

  The guardsman protection plan is for single consumer caused stains or damages.  The technician photos and report show that there are stains that have accumulated over time across the entire sofa. The protection plan does not cover stains/damages that have occurred over time. Based on the overall condition of the sofa we are unable to service this request.

   

  7.0 What is Not Covered

  7.4.1. Stains or damage caused by wear.

  7.4.5. The buildup of stains, soil, or damage that accumulates gradually over time from repeated use, rather than from a particular occurrence. This includes,
  but is not limited to, stains from perspiration, hair oil, or body oil.
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21740909
  
  I am rejecting this response because: There was a clear 1 stain that was done within 30 days but you guys look at other issues and lump into one.
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 06/24/2024

  The technician photos and report show an accumulation of stains across the sofa.  There isn't a single stain that can be singled out as having happened in the past 30 days.  We are unable to service this request due to the amount of stains across the sofa.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21740909
  
  I am rejecting this response because:

  So if you are saying there are several prolonged stains hence you will not repair still creates breach of contract. There is a stain that is within 30 days of incident but yet you are stating that as whole, you are rejecting it. It clearly states I have to report within 30 days of incidents. So I did. There was no questions asked and did not asked anything about what damage was done within 30 days. I am within in my rights to receive the service whereas you are not doing what was agreed upon. 
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 08/20/2024

  caused stains or damages.  The technician photos and report show that there are stains that have accumulated over time across the entire sofa. The protection plan does not cover stains/damages that have occurred over time. Based on the overall condition of the sofa we are unable to service this request.
  
   
  
  7.0 What is Not Covered
  
  7.4.1. Stains or damage caused by wear.
  
  7.4.5. The buildup of stains, soil, or damage that accumulates gradually over time from repeated use, rather than from a particular occurrence. This includes,
  but is not limited to, stains from perspiration, hair oil, or body oil.

• Initial Complaint

  Date:05/17/2024

  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 warranty on my couch. I am still within my warranty period. I was denied my claim on pet damage stating it wasnt a one time incident that occurred. The incident was a one time incident when my dog was left unattended. The dog wasnt left out for the full day, this all occurred in one incident when my dog got on the couch. He isnt allowed on the couch and he is watched when in the same room as the couch. It has taken months to be denied. I provided times the resolution department could call me to dispute the claim and they called when I was unavailable and stated there isnt anything that can be done. The technician agreed it could be repaired. They do not know the size of my dog and so quickly he was able to cause the damage. They state they cant repair it due to the amount of damage but it all occurred in a one time event.

  

  Business Response

  Date: 05/29/2024

  The claim has been reviewed multiple times and the denial is upheld. The photos are not consistent with a one-time incident.  Some of the photos show the fabric is actually worn.  The protection plan does not cover an accumulation of damages or extensive damages.  We are unable to service this request.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21728501
  
  I am rejecting this response because: this was a one time incident and the damage occurred within the guidelines outlined in the warranty I purchased. The repair specialist that came to my he also agreed the damages occurred in a one time incident. There photos show the damage that occurred in the one time incident. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/24/2024

  The photos provided and the technician report and photos do not support a single incident of animal damage.  The photos show an accumulation of damages throughout the sectional. We are unable to service this request.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21728501
  
  I am rejecting this response because: the photos I sent in the claim as well as the technician indicated a one time incident occurred of a large animal with nails causing the damage which is covered under the warranty I purchased. The technician, whom is a representative of your company, indicated he also believed it to be a one time incident and reported it would be covered in the warranty I purchased. The company is prolonging what could have been fixed months ago. I purchased a warranty which is expected to be upheld but instead you are denying a claim although I have provided the proof and explanation to the event that occurred & you have not provided any proof to you denial. 

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

  

  Business Response

  Date: 07/05/2024

  We have no new information to provide.  As previously, there is damage throughout the entire sectional is not a single incident.  It is not whether or not it happened in one day, the protection plan does not cover damage from extensive activities. We are unable to service this request.

• Initial Complaint

  Date:05/13/2024

  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.

  In August of 2022, I purchased an L-Shaped desk with accompanying hutch. Due to a latent condition of the manufacturer's design, the weight of a glass door cabinet the run of the hutch began to warp. A part of my purchase was a Guardsman 5-Year Elite Furniture Protection Plan.On December 7th December 2023, I filed a claim due to the warping. I never received a response within the 30 day window and then shipped out due to my working overseas. The only form I received from them was a downloaded PDF with my claim on it but no further instructions or confirmation that it was actually received. I also believe I did submit their requested documentation with the initial claim because I had the receipt saved to my home computer desktop. When I returned home, I called Guardsman and they provided me with an email to submit additional documentation. I then sent it (again). A couple days later, they rejected my claim. On May 13th, I called Guardsman as per their email instructions and wished to dispute the claim or at least speak to someone with authority to see if there was any avenue for resolution. All requests were unceremoniously rejected. The whole interaction felt predatory, as though they deliberately obscured aspects of the claim process in order to avoid fulfilling their policy. Ideally, a refund for the cash equivalent of the hutch would suit me. At the very least, a refund of the purchased policy if I am completely unable to use it.

  

  Business Response

  Date: 05/15/2024

  An email was sent to *********************** on 1/3/2024 at 2:11pm advising that a sales receipt was needed to complete the claim. We did not receive the claim form in our office until 5/6/2024. The terms of the protection plan state that we must receive the sales receipt and any other required documents within ******************************************* damage.  In addition, warping is not covered under the protection plan.  We are unable to service this request.

  

  Business Response

  Date: 05/15/2024

  The terms of the protection plan do not provide for a refund.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21705936
  
  I am rejecting this response. If no refund is provided by the terms, I would prefer a reconsideration of my initial claim. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/24/2024

  The claim has been reviewed multiple times.  The original outcome has been upheld.  We are unable to service this request.

• Initial Complaint

  Date:05/13/2024

  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.

  Guardsman customer service is by far the worst I have encountered. They make it almost impossible to file a claim and get it processed at an appropriate time. It takes weeks upon weeks for a claim to get processed and the requirements are absurd. I asked to speak to a supervisor multiple times and nobody ever gets back to me. I have to wait over 10 minutes on hold to get to a customer service person with 0 interest in my claim. It took over a month for my claim to get processed and it was denied because of the dates I put that were unable to be changed. I did not know exact dates of my incidents and I put a date on there and my claim got denied even though the damage reason (pet) is supposed to be covered. Once you file a claim you cannot change or edit anything and you can only file a claim once. Nobody has gotten back to me and I have left multiple messages. I spent far too much money on this furniture and guardsman does not want to help me knowing they are a furniture protection plan company. This company has no empathy or any decent customer service.

  

  Business Response

  Date: 05/15/2024

  We do apologize for the delay in processing the claim. Our records show the claim was submitted on 4/15/2024 and on 5/1/2024 at 2:57pm an email was sent to  ************************** requesting some additional information. We show that we spoke with you on 5/9/2024 and gathered the additional information and advised that photos were needed. We dos how that the photos were received on 5/3/2024.  Guardsman was contacted on 4/15/2024 and on the claim forms it was reported that the damages occurred on 1/3/2024 and 2/1/2024. The terms of the protection plan state that any stains or damages must be reported to Guardsman within ***************************** damages occur.  This timeframe was exceeded.  In addition, moving damage is not covered under the protection plan. Our records show we have received one voicemail form you which was returned on 5/14/2024 at which time a voice mail was left advising that the denial has been upheld.  We are unable to service this request. Any stains or damages currently on this furniture will need to be repaired before additional damage would be serviced.

• Initial Complaint

  Date:05/09/2024

  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.

  Purchased insurance for protection of outdoor furniture. Told the furniture I purchased is not covered under the plan that wad sold to me.refusing to cover they owe me new products if they cant fix of the total amount $1,468.48.

  

  Business Response

  Date: 05/15/2024

  The protection plan has a specific list of accidental damages that are covered.  Breakage of wicker/rattan is not covered under the plan.  We are unable to service this request.