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 Professionals

  1141 Basse Rd San Antonio, TX 78212-1004

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of San Diego

  28 Orange Ave Unit 1 Chula Vista, CA 91911-5155

• 

  Guardsman Furniture Pro of NY

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

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:03/11/2024

  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 a claim 2 weeks ago and have not heard anything. I paid $150 to cover a chair and now the chair has urine all over it from a childs medical condition. Per gaurdsman I am Not allowed to clean in any way. A chair w urine in my house is disgusting and unsanitary. I will be looking into legal action very shortly if not resolved very soon as I will need to hire out of pocket to get this professionally cleaned by someone.

  

  Business Response

  Date: 03/20/2024

  We do apologize for the delay.  Due to an unusually high volume of claims our processing time is longer than normal.  We show that your claim was reviewed and an email was sent on 3/1/2024 advising we needed the itemizd sales receipt.  Once we receive the sales receipt we can complete processing the claim.

• Initial Complaint

  Date:03/05/2024

  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.

  ***************************** ********************************************************************* *********************** ************ 3/5/2024 Better Business Bureau ************************************************************************ Subject: Formal Complaint Regarding Denied Warranty Claim Dear Sir/Madam,I am writing to file a formal complaint against Guardsman Protection regarding a denied warranty claim for a table I purchased from them in September 2021.On September 16, 2021, I purchased a table from ******* Furniture, along with a 5-year extended warranty for added protection. Unfortunately, on December 12, 2023, the table sustained damage, and I promptly filed a claim under the extended warranty on January 3, 2024.To my dismay, the claim was denied by ********, citing reasons that were not clearly explained. I firmly believe that the damage incurred by the table falls well within the terms and conditions of the extended warranty I purchased. I have made multiple attempts to resolve this matter directly with Guardsman, but to no avail. As a consumer, I am deeply dissatisfied with the level of service provided and the refusal to honor the warranty agreement.In light of these circumstances, I kindly request your assistance in resolving this matter. I trust that the Better Business Bureau can facilitate communication between myself and Guardsman to reach a fair and satisfactory resolution. Enclosed are copies of all relevant documents, including proof of purchase of table and proof of purchase of the warranty.Thank you for your attention to this matter. I eagerly await your response and hope for a swift resolution.Sincerely,*****************************

  

  Business Response

  Date: 03/12/2024

  Our records show that upon review of your claim the original denial was overturned. We do show that we spoke with you regarding this on 3/6/2024. A technician should be in contact with you by 3/14/2024 to schedule an appointment.

• Initial Complaint

  Date:03/05/2024

  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 originally purchased a 10 year warranty for my adjustable bed from guardsman on 7.20.18. I was told by the salesman at Mattress Warehouse that if anything happened, they would replace it. It hasn't been ten years and now I'm being told that because they replaced the adjustable bed back on 5.28.22 for a totally different issue that they are not liable. I was told that I should have purchased another warranty, but I wasn't informed of this. The request was submitted on 1.29.24 for issues with the adjustable bed becoming unattached to the base on 1.26.24. They never sent a technician out to look at the bed like they did before, which leads me to believe they had no intentions of replacing it anyway. I was told to wait 30 days. Just like others I didn't get a response back. I had to call them myself only to be disappointed by their response. I can't sleep in the bed because the head of the base is so wobbly and I'm not getting any support. I have a lot of health issues and I need to be able to sleep in my bed but, I'm afraid that it could possibly break down. I sent these photos to guardsman, but it didn't make a difference. I would love a replacement bed since I still have about 4 more years on this warranty but if not, I would like half of my money back since they are not living up to their 10 year agreement. I feel that is reasonable.

  

  Business Response

  Date: 03/12/2024

  The terms of the protection plan allow for a one- time replacement. Our records show that we spoke with you on 5/5/2023 and 5/9/2023 and confirmed with you that the protection plan would end with the replacement of the bed. This information can be found under section 5.3 of the protection plan. We would not send a technician out to look at a bed that no longer has a protection plan.  

  5.3 Replacement, Reselection, Refund or Your acceptance of a Cash Settlement will complete the coverage and all our obligations under this Plan for the damaged area,
  component, or Bed. A Replacement area, component, and Reselection Bed are ineligible for coverage and future claims under this Plan. However, other original areas and
  components continue to be covered, subject to the terms of this Plan.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21387059
  
  I am rejecting this response because: Guardsman is not telling the truth. They replaced my adjustable bed back in 2021 for structural damages from steel post on the bed they also replaced it again when the legs were broken back in May 2022.  Apparently, they revised the warranty or felt that since it has been replaced two time before that they were not replacing it anymore. This time it is the actual frame itself that has given out. I have not had the same issue with this bed. Each incident was for something different.  It is so wobbly that I'm not able to sleep in it because of possibility of the bed collapsing. I'm currently having to sleep in my recliner instead of my bed and I have sleep apnea. I took the time to send them the photos and they didn't send a technician out for inspection. When I initially called my account was locked and I couldn't submit a request online. If they were not going to cover it why waste my time having me submit a request. What ever happen to telling customers the honest truth?  When the representative pulled up my account, they should have told me this. I'm pretty sure that they can pull up my history in the system. I actually paid $99.99 for the warranty so if they not replacing it, just send me a check for $49.99 back because it has not been 10 Years. I still have about 4 more years on this warrant. It was purchased on 7.20.18. I truly believe that your company is aware of issues with these adjustable beds which why you amended the warranty. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/01/2024

  Guardsman has only replaced the bed one time.  We had a claim in Julu of 2021 that was denied due to the damage not being reported within the required timeframe as outlined in the protection plan. If the bed was replaced prior to our replacement in 5/2022 that *** have been replaced through the Retailer or Manufacture.  The terms of the protection plan have not been changed and provide a one-time replacement. We are unable to service this request.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21387059
  
  I am rejecting this response because that claimed wasn't denied and it sure wasn't replaced by mattress warehouse nor the manufacturer it was replaced by guardsman. I'm trying to contact mattress warehouse but no one is available now so they can provide me with proof that it was replaced twice since you guys don't have it in your system. Just send me $49.99 back and I will never deal with this company again. I plan on contacting trouble shooters about this company so others will be warned about your company. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/10/2024

  As previously advised Guardsman replaced the bed one time. on 5/5/2022. The terms of the plan provide a one time replacement and that replacement fulfills Guardsman's responsibility.  The plan would not be eligible for a refund.

  5.3 Replacement, Reselection, Refund or Your acceptance of a Cash Settlement will complete the coverage and all our obligations under this Plan for the damaged area,
  component, or Bed. A Replacement area, component, and Reselection Bed are ineligible for coverage and future claims under this Plan. However, other original areas and
  components continue to be covered, subject to the terms of this Plan.

   

   

• Initial Complaint

  Date:03/04/2024

  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.

  TRASH. Horrible, horrible, horrible company and horrible customer service. I reported a claim in October 2023, went back and forth via email for over 1 month with no resolution. I had just given birth to my baby and was trying to get this resolved but couldnt get ahold of anyone via phone so I kept trying to communicate with them via email and finally today (March 3, 2024) talked to the rudest, coldest woman Ive ever talked to who put me on a 30 minute hold after looking over the status of my claim to finally return and say that I didnt return information to them within the 10 day timeframe on my last email. I explained all of my efforts and offered to provide proof to which I was told that they would not be doing anything for me and there was no one else I could talk to and if I filed another claim it would be rejected as well. I had to escalate to the supervisor who didnt answer of course so I left a voicemail that wasnt returned and maybe 2 hours later I got an email from the company saying that my claim filed back in October 2023 was denied. So they said I missed their 10 day window to return photos (not true) but waited LITERAL months to tell me my claim was rejected and I had to call and wait and deal with this rude lady to find out? This company is a joke and I am so frustrated I wasted my money and time with them. Considering this couch still has years left on this protection policy and my baby wont be able to enjoy it I am truly disappointed.

  

  Business Response

  Date: 03/12/2024

  Our records show that a Supervisor returned your call on 3/6/2024 at 1:27pm and left a voice mail advising the denial had been upheld.  Even if we would have received a response within the required timeframe the claim still would not have been accepted.  The protection plan is for single incidents or accidents that occur and does not cover stains and damages that have accumulated overtime. This information can be found under the "What is not Covered" section of the protection plan under section 7.4.3.  The claim forms state: Caused by: PET DAMAGE (TEETH, BEAK, CLAWS) "Overtime, the covering fabric has been torn open on multiple places of both furniture pieces and has multiple stains/wearing of the fabric. I?ve washed the covers and the staining/odors will not come out and have flipped all cushions multiple times"  Also, pilling of the fabric and odor are not covered under the plan. This information can be found under the "What is not Covered" section of the protection plan sections 7.4.2 and 7.7.1.  The terms of the protection plan do not provide for a refund of the plan.

• Initial Complaint

  Date:03/01/2024

  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 new living room suit and also purchased the guardsman gold 5 year protection plan. I filed the case with guardsman and after weeks of filing the claim finally someone came out and determined the sofa was not fixable. Since then I received an email that gave me options to have the sofa replaced. The email states to call the number or reply back. Ive called guardsman daily and stayed on hold until it cuts off at 2pm. No one in that **** will answer the phone. So I sent back several emails with no response! The only response I get is the autogenerated were working on your claim, which clearly they arent! Theres only 30 days to reply and now those 30 days are over and I still havent gotten any response from guardsman nor has my sofa been replaced! I paid for a service that they arent fulfilling!

  

  Business Response

  Date: 03/19/2024

  We do apologize for the long hold time due to the complexity of the claims phone calls can take an extended amount of time. Our records show that the purchase order to replace the sofa on 3/13/2024.  Any questions regarding the replacement should be directed to the Retailer.

• Initial Complaint

  Date:02/26/2024

  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.

  Paid the insurance called company gave run around stating they would get to you in 2 weeks after filing your claim. Called company that I bought furniture from and they stated they were receiving a lot of complaints.

  

  Business Response

  Date: 03/01/2024

  Our records show your claim was reviewed on 2/27/2024 and an email was sent that day advising that there was information missing on the sales receipt.  The sales receipt does not show the purchase of the Guardsman protection plan.  Once we receive the sales receipt showing the purchase of the protection plan we can complete processing the claim.  The terms of the protection plan do not provide for a refund of the plan.

  Customer Answer

  Date: 03/06/2024

  I contacted this company 3 times with no results but they have all the records they need to prove that we have a service plan thru them even as much as the agreement number. I could have one of those if we didnt purchase the insurance. Still not satisfied with this company.

  

  Business Response

  Date: 03/19/2024

  The terms of the protection plan state that you must provide a copy of the sales receipt and the sales receipt must show the purchase of the furniture and the purchase of the Guardsman plan.  the sales receipt that was received does not show the purchase of the protection plan.  We ae unable to complete processing this claim until we receive the sales receipt that shows the purchase of the proteciton plan for this furniture.

• Initial Complaint

  Date:02/26/2024

  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.

  One of my upholstered kitchen/dining chairs received a stain. I called Guardsman as I have a policy with them. Guardsman sent a technician to clean the stain on 11/2/23. He used the cleaning machine so vigorously that it wore into the fabric. We cannot use the chair without splitting fabric to a greater degree. I called Guardsman to make them aware of the issue. claim # ********. They sent out the same technician (******) to look at the tearing. He acknowledged the tearing. Guardsman sent an offer of $90.00. I recontacted Guardsman by phone and email. *************************** was the claims representative who later offered $759.21(to be used at Havertys only) or $270 and keep 3 chairs. I did have a lovely high end table and 4 arm chairs purchased from Havertys. I now have only 3 useable chairs. Havertys no longer has this set and no chair options to match. Am I expected to have a mismatched dining set?? Am I expected to have a dining set with only 3 chairs?? Am I expected to purchase a new set from Havertys for $759.?? This claim DID NOT RESULT FROM CONSUMER!! IT WAS THE RESULT OF A GUARDSMAN TECHNICIAN!! HE WAS CONTRACTED BY GUARDSMAN!!! HE RUINED THE ***** AND CONSEQUENTLY TOTALLY COMPROMISED THE ENTIRE SET!! My husband and I bought an expensive dining set from Havertys. We purchased the Guardsman policy for protection from Havertys. We do not have incomplete or mismatched furniture anywhere in our home!! We think it only fair to have a comparable set replacement from Havertys or the dollar amount to buy comparable quality elsewhere!!

  

  Business Response

  Date: 02/27/2024

  Our records show that the original plan for the dining set has expired.  We replaced 4 of the original chairs and a new plan was purchased for those 4 chairs and then we replaced 1 of those 4 chairs but no plan was purchased. There are only 3 chairs still under a plan. We are only able to offer a settlement or store credit on items that are covered under a protection plan.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21348755
  
  I am rejecting this response because:  First and foremost:    YOUR technician ruined the chair while trying to clean it!!  YOU are responsible for anyone you send!!  TWO policies  were purchased ,  One after the first expired.  I cannot purchase one chair from Havertys for replacement because Havertys no longer carries this set.  Does Guardsman have no responsibility for technicians they send?!  You want my husband and I to purchase another set because YOUR technician that YOU scheduled that was sent by YOU to our home and ruined said chair and subsequently the entire set!  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/07/2024

  We are not able to include the 4th  Upholstered Arm Chair has we already replaced one Upholstered Arm Chair on claim # ********.  Per the terms of the protection plan under: 
  SECTION 5
  5.3  Replacement, Reselection, Refund or Your acceptance of a Cash Settlement will complete the coverage and all our obligations under this Plan for the stained or damaged
  area, component, or piece of Furniture. A Replacement area, component, piece of furniture and Reselection furniture are ineligible for coverage and future claims under this
  Plan. However, other original areas, components, or remaining covered Furniture continue to be covered, subject to the terms of this Plan.
  
  
  

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21348755
  
  I am rejecting this response because:this claim did not result from consumer. It was the result of a guardsman technician. He ruined the chair and consequently totally compromised the entire set. We think it only fair to have comparable set replacement from Havertys or the dollar amount to buy comparable quality elsewhere. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/19/2024

  We have no additional information to provide, We are only able to offer options on one chair per the terms of the plan.

• Initial Complaint

  Date:02/21/2024

  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.

  We purchased a large amount of expensive furniture from a reputable company and they sold us the protection plan with GUARDSMAN. they claim to protect your furniture against accidental damage and that is the reason we decide to invest the extra money at the time.5 months later a piece of furniture needs to be repaired and because they did not like the wording I used in the claim they denied it. I called their customer service and they were extremely rude and told me not to bother fighting it because the desicion was made and the claim was denied.

  

  Business Response

  Date: 02/27/2024

  All claims are processed based on the information provided on the claim form and we are unable to alter that information. The claim form allows you the opportunity to report what caused the damage to the furniture.  The claim form reported fading/discoloration from an unknown reason, which is not covered under the protection plan. In reviewing the photos that were submitted with the claim we can see where the damages could be heat marks.  As a courtesy we have re-processed the claim and will be sending a technician out to look at the table.  Please be advised any future claims will be processed based on what is reported on the claim form according to plan terms.

• Initial Complaint

  Date:02/20/2024

  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.

  I submitted a claim for two recliners in October 2023. A repairman assessed the chairs, agreed they both needed repairs and ordered parts. There have been no updates since and now both recliners are unusable. I have called and waited on hold multiple times for over two hours until they close at 2pm Eastern Time. I have sent two emails to customer service and the response is to call, which is useless. For the money I paid for this service for thousands of dollars worth of furniture, I would expect my recliners to be repaired or a refund to be issued for the total cost of the protection plan.

  

  Business Response

  Date: 02/21/2024

  Our records show that we spoke w ith you today 2/20/2024 and a purchase order for store credit has been sent to the Retailer. The follow up email below was also sent today.

  ent: Tuesday, February 20, 2024 1:38 PM
  To: *********************
  Subject: GUARDSMAN REQUEST #******** / ***********
  
  Thank you for advising us of your decision. Guardsman has sent the store credit over to your retailer in the amount of $1,031.92 , which is the amount you originally paid for your 2 recliners. This allows you to choose merchandise in the store up to the above referenced amount. Please allow the store 7-10 days to process the paperwork.  Please be advised that upon issuance of the credit, you will have 60 days to use it. The credit expires on 04/27/24. If you allow the credit to expire, Guardsman will not be able to reinstate it. The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. Please keep in mind that if you choose for delivery through your retailer there *** be a delivery charge associated with it.  Guardsman does not get involved with any delivery charges or taxes.
  
  
  Thank You,
  
  Guardsman Account Manager
  
   
  
  

   

• Initial Complaint

  Date:02/16/2024

  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 bought a dinning set (table, 4 chairs, bench) back in 2019. On April 2019 I file claim # *********-28571916-12732288 for damage of table and 3 chairs. Right away it said that it was submitted and will be contacted. I went online to check status of claim 2 or 3 months and it said I didn't have a claim, so I tried to submit again). I called and explained all of this to customer service back in January, they told me an email was sent with some options. I explained that I have been searching my email accounts and I couldn't find it (I search for Guardsman and Home Repairs) and ask if they can resend the options since they probably were sent either to a wrong email or went to spam or junk. She gave me the resolution # ************** and asked me to contact them between 9am and 2pm ET. I have been trying every single day with holds of 45 minutes to 1 hour and 2 minutes today. I called **************** again today, they told me that yes, she sees the email was sent with options but can't give me options, or resend and again was told to contact the same number. I also email customer service with an inquiry about not been able to reach resolution department but I haven't been contacted by the department yet. I just want to see if I can get those options they are talking about, either repair, replace or whatever, or do I need to submit a new claim for other damages to the top of the table and corners that are recent? Thanks in advance for any help.

  

  Business Response

  Date: 02/26/2024

  Our records show the following email was sent to you on 7/14/2023 but we never received a response. Our Inbound team can't resend these email. We are experiencing longer than normal hold times due to an unusually high volume of claims. We show that we did call on 2/22 and 2/23 and left messages both days. In addition on 2/23 the appropriate department resent the original email to you.  We do show that you called back on 2/23 and the purchase order for store credit was sent to the Retailer on that day.  Any questions regarding the store credit should be directed to the store.

   

  nt: Friday, July 14, 2023 12:05 PM
  To: *******************
  Subject: Options for Guardsman Service Request #******** / NEBRASKA FURNITURE MART
  
  Good morning,
  
  Nebraska Furniture has advised us that your furniture is not available for replacement. Here are the options that are available to you for Service Request #********
  
  A)Settlement option:
  
  Guardsman will send you a check in the amount of $135.00
  You will keep the DINING TABLE, 4 CHAIRS & BENCH as is and the protection plan will end on the DINING TABLE, 4 CHAIRS & BENCH.
  ******Please verify the address you would like the check mailed to with your emailed reply.
  
  
  
  B)Reselection option:
  
  Guardsman will authorize a store credit at the original store of purchase in the amount of $681.99 which is what you originally paid for your DINING TABLE, 4 CHAIRS & BENCH. This allows you to choose merchandise in the store up to the above referenced amount. 
  
  You will need to give back the DINING TABLE, 4 CHAIRS & BENCH you currently have when you receive the new merchandise that you select.  Should you decide on the reselection, you will need to allow the store 7-10 days to process the paperwork.  Please be advised that upon issuance of the credit, you will have 60 days to use it. If you allow the credit to expire, Guardsman will not be able to reinstate it. The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. 
  
  
      B-1) Buyback option:
  
  Guardsman will authorize a store credit at the original store of purchase in the amount of $681.99 which is what you originally paid for your DINING TABLE, 4 CHAIRS & BENCH. This allows you to choose merchandise in the store up to the above referenced amount (see option B above).  The store will NOT take back the DINING TABLE, 4 CHAIRS & BENCH you currently have when you receive the new merchandise that you select if you pay Guardsman $205.00 with a ***** Mastercard, or **************** card. The protection plan ends on the DINING TABLE, 4 CHAIRS & BENCH and does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. 
  
  
  ****Please call in to make the buyback payment.  Orders cannot be processed without a payment being made upfront.
  
  
  
  You will have 30 days to let us know how you would like to proceed with your request.  You *** respond directly to this email with your decision or you *** contact us at ************. Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.  Emails are processed in the order received and *** take up to 30 days.
  
  
  
  Thank You,
  
  Guardsman Account Manager
  
   

  Customer Answer

  Date: 02/28/2024

  Thank you so much for your help - The week after I submit this complaint, Guardsman reached out and gave me the options. I accepted the buy back and Nebraska Furniture already called to notify me that the credit is available now so we are going there to see if we find something similar. Thank you!