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

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  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:01/31/2024

  Type:Customer Service 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.

  Guardsmen sent a tech to professionally clean my sofa. Tech ruined the sofa and used products that are not approved for upholstery and are rated as highly toxic if inhaled as well as an extreme skin irritant. Chemical smell was so strong I developed headache, dizziness and fatigue even with all windows open in my home. Guardsman expects me to keep the furniture in my home and will take weeks to months to resolve despite the danger of toxicity to myself and my family.

  

  Business Response

  Date: 02/09/2024

  Our records show that purchase orders have been sent to the Retailer to replace the left arm facing recliner, right arm facing recliner, armless recliner, 2 armless chairs, wedge and console.  Any questions regarding the replacement should be directed to the Retailer.

  Customer Answer

  Date: 02/12/2024

   
  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:01/29/2024

  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 purchase a warranty from Guardsman Furniture Professionals. This warranty was offered by Overstock/Bed, Bath and Beyond. We have called and E-mailed Guardsman for 2 months now. We have been passed around from department to department for weeks. We have been placed on hold for as long as an hour with no one coming back to the line. We have been given a phone number with a New York area code. No one has helped us. Out of curiosity, we looked up the reviews for this company. The following are copied an paste comments from other customers. 1)Unfortunately, Guardsman is able to hide under their parent company ****** for ****** reviews, so when you are researching their is no information. I bought a $10,000 bed at ********* and they sold me a a 5 year protection plan. At 3.5 years the motor broke and we called Guardsman multiple times with no return phone call.2) Worthless protection plan! If you have the opportunity to purchase it, JUST SAY NO! Luckily we received our protection plan at no charge due to the amount of furniture we purchased from Havertys, which we definitely got what we paid for, NOTHING. 3) I have been trying to get a recliner fixed that I purchased an extended warranty for,. They managed to string my claim out for 6 additional months and now say I am too late. I encourage the Better Business Bureau.

  

  Business Response

  Date: 02/07/2024

  We do apologize for the delays with the technician.  The claim was not denied because "it's too late" The claim was denied due to the furniture being used in a rental/club.  The protection plan covers furniture used in a residential setting only. We are unable to service this request.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21205214
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  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 purchased a glass fireplace from Nebraska Furniture Mart on February 28, 2020. When purchasing the fireplace, I paid for a Guardsman protection plan. A piece of glass on the fireplace was cracked a few days prior to me submitting a claim on December 31, 2023. In addition, prior to submitting a claim, I contacted Nebraska Furniture to confirm the details of my protection plan and was emailed a copy of the plan that I purchased which includes breakage and a laundry list of other "covered" incidences. After submitting my claim, I tried calling Guardsman (listed on the claims submission tab of their misleading website: ************ for weeks, a countless number of times for two reasons 1) I hadn't heard a word from them and 2) to check the status of my claim however I could never get through as their automated system would hang up on me. Weeks later, I finally got through after selecting the option to file a new claim only because I figured out that if the automated system does not understand what you're saying after 3 failed attempts, you'll be transferred to a *********** calling back several times (using the same approach) and receiving piecemealed information I was asked to call ************** for an update. After waiting on hold for 30 minutes, I spoke to someone who said my claim was being handled by the Resolutions team @ ************** open M, T, TH and Friday (10am -2pm EST). Following this call, I receive an email to submit photos, which I did immediately. As instructed, I called ************** however after waiting on the line to speak to someone for 90 minutes, I hung up. It's been almost 1 month since I submitted a claim, and photos twice and still no response. This company is a fraud and should be investigated for "IMMEDIATE SHUT DOWN". Most of the content on their website is a FLAT OUT LIE - they are taking advantage of hard-working Americans, and someone needs to put a stop to this - IMMEDIATELY!!!!

  

  Business Response

  Date: 02/09/2024

  We do apologize for the long hold times.  Our records show that we have e mailed and spoken with you. We sent the purchase order to replace the fireplace to the Retailer on 1/31 and were advised that it is no longer available.  We called you that same day to advise it was no longer available and offered a reselection/store credit which you accepted. The purchase order was sent the Retailer on 1/31/2024. Any questions regarding the store credit should be directed to the Retailer.

• Initial Complaint

  Date:01/29/2024

  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've filed a claim with Guardsman in October 2023. Guardsman's professionalism throughout this entire process has been extremely lacking.On November 17 2023 I received an email stating I had 30 days to respond to a number of settlement options. I replied within 1 week. At no point did Guardsman ever respond to my email. I then followed up asking for confirmation of my response 1/2 dozen times. Again...no response.I then called Guardsman to ensure that they in fact did receive my settlement option. The initial call resulted in being on-hold for 30 minutes or more until I was able to talk to a person. That person couldn't help and had to forward me to another individual. Was on hold for 20 minutes and it was the wrong person. Forwarded again to someone who couldn't help. I was forwarded again at roughly 3:40 and was on hold AGAIN. This time I was on hold for 20 minutes when the auto-bot decided their business was closed and let me know to call back....then hung up.After finally being able to talk to someone knowledge- I received an email response stating I would receive a settlement check within 3-4 weeks. That time has come and gone and yet still no check. I'm on hold as I write this; have been for 22 minutes now. This company is not living up to the service that I paid for but I'm beginning to think this is by design. Terrible customer service, horrendous call system and at least 2 employees lack the basic knowledge of what department/persons can answer a question. I'll never purchase this insurance again as it is not worth the time and energy I have to put into it to receive nothing at all.

  

  Business Response

  Date: 02/09/2024

  We do apologize for the delays and thank-you for your feedback.  Our records show that we have spoken with you regarding this.  Our accounting department advised the check was mailed on 2/40, unfortunately we have no control over how long the mail may take.  We do show that one of our representatives was in contact with you on 2/7 and 2/8 and advised they would call you again today.

• Initial Complaint

  Date:01/29/2024

  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 Guardsman protetction plan for a couch we purchased. We have tried filing multiple claims for an ink stain, a s**** head coming through the leather, and leather pealing from the backing. All have been turned down when they should have been covered, claiming nonsense reasons why the weren't. I want a full refund from this comopany as their "protection plan" is useless.

  

  Business Response

  Date: 01/30/2024

  Our records show that we have had two claims filed.  The first claim filed 4/11/2022 reports scrapes on the furniture which is not covered under the protection plan.  The most recent claims submitted on 1/8/2024 show there is peeling, and scrapes on the furniture.  The photos also show that some of the damage reported is the same damage that was reported on 4/11/2022. The only item eligible for service on the new claims is the unknown stain.  The terms of the protection plan do not provide for a refund of the plan.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21213792
  
  I am rejecting this response because: a nail head coming through furniture should be accepted under the policy as that is a manufacturer deect. THe plan also states that punctures, rips tears, cuts and cracking ARE Covered so not sure why they keep saying it is not. Here is a link to plan I have that proves it. **************************************************************************************************************;

  If they wont cover it, I want a full refund becasue they are not providing the service I am paying for.

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

  

  Business Response

  Date: 02/21/2024

  The Guardsman protection plan is an accidental protection plan and does not cover manufacture defects.  The photos received with the claim show scrapes and peeling leather which is not covered under the protection plan. This is listed under the What is not covered section.  The photos also show that some of these damages are the same damages that were denied 4/27/2022.   We are unable to service these damages.

• Initial Complaint

  Date:01/27/2024

  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 have submitted warranty claims for furniture and each time they were denied but based on my coverage the damage is warranted

  

  Business Response

  Date: 01/30/2024

  Our records show that the original claim that was submitted on 9/6/2023 was not accepted for service due to the timeframe to report the damages not being met.  The protection plan states that any damage to the furniture must be reported to Guardsman within 30 days of the damage occurring. It was reported on the claim forms submitted on 9/6/2023 that the damage occurred on 8/1/2023.  This exceeds the 30-day requirement as outlined in the plan. In addition the screws being stripped is not something that is covered under the plan. For the most recent claim the technicians report and photos show that there is an accumulation of damages on the nightstands and the protection plan does not provide service for damage that has accumulated over time.  We are unable to service this request.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21209789
  
  I am rejecting this response because: The above is not correct! This was reported to you in November, December and I used the language in my plan to have the damages covered! Now either refund the entire dollar amount paid for this warranty because you dont want to make good on your promises as outlined in your plan. Other than that the nightstands should be covered and bed (new) to my satisfaction. The furniture is not peeling but the finish was burned by a candle causing burning which has led to discoloration! I am going to reach out to the furniture store advising them to not offer your warranty because you cover nothing!!

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

  

  Business Response

  Date: 02/19/2024

  The protection plan does not provide service for an accumulation of damages. The technicians report shows that there is an accumulation of damages. the damages that were previously not accepted for service are still on the furniture along with the new damage you reported.  That is an accumulation of damages.  We are unable to service this request.

• Initial Complaint

  Date:01/27/2024

  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 chair with the Guardsman Gold Protection plan. I have had an instance back in November where the chair stopped reclining. The initial assessment by me was the remote broke, that was not the case. Guardsman sent out technician and reported back the motor needs to be replaced. I have yet to hear anything. This company seems like they try to wait you out hoping you'll just go away.This is the ticket number for my case ********

  

  Business Response

  Date: 01/30/2024

  Our records show that we received the technicians report on 1/15/2024.  The technician reports are reviewed in the order received and due to an unusually high volume of claims these are taking ***** days to be reviewed.  Once the report is reviewed you will be contacted with next steps.  I will forward your information to the appropriate department to see if there is any way to expedite this.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21208542
  
  I am rejecting this response because: There has been plenty of time to review this, especially considering I told you in the original ticket submission what the problem was. I could have bought the part myself and repaired the chair...IT 4 BOLTS!!!!!!!!!

  At this point your "Warranty" is worthless
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/19/2024

  As previously advised the technician reports are currently taking ***** days to review.  Our records show that as a courtesy we moved your claim ahead of other customers who have been waiting longer and the following email was sent to you on 1/30/2024.

   

  rom: ************ Request Followup 
  Sent: Tuesday, January 30, 2024 3:24 PM
  To: ****************************
  Subject: ******** ******* Furniture recliner
  
  Good afternoon,
  
  We have received the technician's information and reviewed it. We have sent the part order paperwork in.  Part orders can normally take 4-8 weeks to receive.  The new motor will no longer be covered under plan.  Once you receive the part(s) please give us a call at ************** so that we can install the parts.  
  
  
  
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************

   

   

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business. I bought the part myself, had it shipped within **************************** my chair. I will close this complaint and use every available opportunity I have to speak against this product.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/26/2024

  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.

  Claim #********, I have been trying to get a hold of guardsman to complete my claim to be able to go and get another sofa and chair at Nebraska furniture Mart. I have been calling and have been on hold for more than an hour multiple times and then getting hung up on by their horrible phone system. They sent an email to call and no one Answers they say respond to the email then get no replies. I have responded to the email 3 different times with zero responses. I want to settle my claim but have no idea what the amount purchase order is for. This been going on for far to long the claim was filed in early November. Not sure how they are even in business based on all these negative reviews. Appears the only way customers get address is to file a complaint against them. Great business model?

  

  Business Response

  Date: 01/30/2024

  We do apologize for the extended hold times.The email responses are processed in the order received and due to an unusually high volume of claims they are taking longer than normal to respond to.  The purchase order would be sent to replace the sofa, chair and ottoman with identical items it would not be for a specific dollar amount.
  

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21204923
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2024

  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.

  I purchased a furniture warranty. I have attempted several times to utilize my warranty. They denied claim stating breakage to my couch was not within the time frame. Their reporting form is extremely confusing and does not give correct options in my error of misspeaking and trying to describe my breakage. They have now stated that its the same thing even if its in two different spots and I have a broken couch, and no ability to get any repairs in the warranty.

  

  Business Response

  Date: 01/30/2024

  The terms of the protection plan state that any stains or damage to the furniture must be reported to Guardsman within *********************** damage occurring.  The original claim form submitted on 11/3/2023 states that the breakage, the sunken arm rests and the sectional connectors not staying connected occurred on 9/20/2023. The new claim form again reported breakage with a different date that the damage occurred. Re-rereporting previously denied damage and changing the date the damage occurred does not change the outcome.  If the original breakage was not fixed continued use of the furniture will put additional stress on the frame and will cause additional areas to break.  This would be considered a continuation of the original damage and is not eligible for service.  In addition, the sectional connectors not staying connected, moving damage and the furniture creaking are not covered under the protection plan. We are unable to service this request.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21203853
  
  I am rejecting this response because: the original claim was for the sunken armrest: before the holiday, the leg of my couch broke. They are claiming they are related. The form was confusing; my first claim was never rejected or accepted nor did I get a receipt of filing a claim as I did the second claim I made. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/19/2024

  The claim submitted on 11/3/2023 states that the sectional was broken and the arm rest was caved in as well as the connector piece not working most of the time.  An email was sent on 11/10/2023 advising the claim was not accepted for service. If the original breakage was not fixed the continued use of the furniture will put stress on the structure of the furniture causing additional breakage.  We are unable to service this request.

• Initial Complaint

  Date:01/23/2024

  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.

  Warranty we purchased a warranty when we bought our brand new sectional sofa. We have filed a claim and we cant even get anyone to speak to us on the phone possibly everyone is rude and disrespectful. When you ask for information they dont have any their processing things 20 days after they receive them they cant give any information on when it will be processed And the worst part is they dont care we pay a lot of money for a five-year warranty and we cant even use it and we have a couch that has holes in it because they wont process the claim. We probably called 100 times.

  

  Business Response

  Date: 01/30/2024

  We do apologize for the delay.  Claims are processed in the order received and due to an unusually high volume of claims they are taking longer than normal to be processed.  Our records show that the claim was processed and the technician has confirmed the work order.  The technician will be contacting you in the next few days to schedule an appointment.  If you would like to reach out to the technician directly the company name is ************************ and their phone number is ************.