Complaints

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

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• 

  Guardsman

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

  
• 

  Guardsman Furniture Pro

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of NY

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

• 

  Guardsman Wood Pro

  5932 Pulaski Ave Philadelphia, PA 19144-3823

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

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased guardsman full coverage furniture protection with a 5 year coverage term February 14th 2024 from our local furniture store. On my informational sheet literature from guardsman it lists accidental damage coverage is:-cigarette burn -scissors cut -fork puncture -rip or tear I have this copy in my possession and it is from guardsman website. My couch was torn on May 8th 2025. I called the company and filled out my claim form May 9th 2025 about the tear and included pictures. I received a email back May 15th 2025 and they stated that they will not cover this type of damage. I called the company and they told me that this looks like a stress tear along the seam which is not covered. No where in the information does it state that there are levels to the tear. I feel like they are just not wanting to honor the warranty and fix the couch. The guardsman **** I spoke with were very condescending and unhelpful. I have never felt so taken by any company .

  

  Business Response

  Date: 05/16/2025

  The claim form we received states the damage is seam separation-torn from the seam. The photos show that this is a stress tear.  The protection plan lists seam separation and stress tears under the "What is not Covered" section of the protection plan under section 7.6.1. You should have received a copy of the protection plan at the time of purchase. If you did not receive a copy of the protection plan please contact the store where you purchased the furniture and the protection plan for a copy. We are unable to service this request.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We'd purchased a stove on 4/21/23 and a 2-year extended warranty. The item was delivered on 5/27/23. Last week, I walked into ********** store and I was told to contact Guardsman for my warranty repair, and my stove is still under warranty because warranty begins on the day of delivery which was 5/27/23. I contacted Guardsman, and they said my warranty begins on the date of purchase, not on the date of delivery. I asked to speak with a supervisor because of conflicting information, and they said I would receive a call back in 24 hours. Still haven't heard from Guardsman

  

  Business Response

  Date: 05/30/2025

  Guardsman ************ does not provide service agreements for appliances. 

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January I filed a claim regarding my couches, the motor and the leather. Went through with a representative and step by step explaining the each issue I was having with my year and a half old couch. Submitted photos, and all information needed to the business. A technician came out and without telling him, he started with the information I already provided in the first claim, regarding the leather. Then the motor to the couches. After I get a decline email and when I call them they said the motor is being declined bc it's working at the time of inspection. Which yes it's correct. However I asked about my leather and the representative said at that time there no mention anywhere about my leather in this claim. Spoke to another person, and then said I need to start from scratch and summit a brand new claim. Bc there is no mention on the first claim about my leather being damaged that was on April 24, 2025. filed a brand new claim regarding the leather as the representative guided me too and then get an email a week later saying its declined againafter speaking to several representatives from the claim department ***** supposedly a manager said that theyre actually was notes back in January hence why this second is being declined because it is now attached to the first claim, which is the first time Im ever hearing about the fact that there was actual notes being spoken about and because of that, my claimhas now been declined and all I want is my couches to be repaired. A service that I paid for that I should be able to have done.This company has completely scammed myself out of having my expensive couches be repaired. Every representative. I have spoken to has now made my profile tatted enough for to repair and listen to my plea to get my couches fixed.

  

  Business Response

  Date: 05/14/2025

  We received a claim form reporting only mechanism issues on the sectional.  A technician was sent to the home and all of the mechanisms on the sectional were working.  We are not able to repair something that is working. There was no report of any issues with the leather on the claim form. A claim must be submitted for any damage to the furniture. When a claim is submitted after you report an issue with the furniture you are asked if there is another stain or damage you would like to report or if you are done with the piece of furniture you are reporting on.  The peeling was reported on 1/29/2025 and we did not receive the claim form this until 4/24/2025. This exceeds the 30-day timeframe to receive the claim form as outlined in the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23303886
  
  I am rejecting this response because:

  The secondary claim that was made to my couches now all of a sudden is linked into the first claim that was made in January when its a separate claim to fix my couches. There was a representative on the telephone, on a recorded line, that stated do not link into each other so I will have to "start off from scratch" with a brand new claim on the leather. I have spoken to multiple representatives from Gaurdsman and no one ever until the last person said there was notes on my claim from January. no one ever stated on a "recorded line " that they saw messages, notes regarding anything associated to the leather only the mechanism hence why I submitted the second claim. Now all of a sudden Gaurdsman is playing by separate rules, you link in my second separate claim to the first claim and say oh now you mentioned something about it and Yes, there is notes about it from January.  Now that claim doesn't go into  the 30 days window of yours. I made two separate claims on my couches one on the mechanism. Yes, that is done and over with and finished. Second claim is due to the leather, that is a second clean, separate numbers, completely different information and submitted to your company and added all the information into the portal of yours and now you are stating it is being linked into my first claim, which is a scam in itself and all I want is my couches to be repaired. Thats it!!! yet I am now having to fight on this manner for months just to get my couch is fixed for a service I paid for and your company is not providing the service that I have paid for. 

  just fix my couches and well all move on
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/28/2025

  Our records show that you were advised to submit a claim for the peeling of the leather due to the fact that we did not receive a claim form for the peeling of the leather that was reported on 1/29/2025 We are unable to process a claim for any damages without a claim form being submitted. The terms of the protection plan state that we must receive a completed claim form within 30-days of when you first report any stain or damage to your furniture. That 30-day timeframe was exceeded.  We are unable to service this request. 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23303886
  
  I am rejecting this response because: I have filed a second claim on The couches as per your representatives over the phone specifically told me to because every representative I talked to not ones mentioned any "Notes"About the leather peeling, so I had to submit a second claim, and I did. According to all of the representatives, I have spoken to no one ever mentioned anything about it. I have been told on your recorded lines saying to file a new claim and then now all of a sudden theres these surprising new accusations on your end that yes actually indeed there are notes and now a whole new claim is now linked into the first claim and all of a sudden it is now declined. This makes absolutely no sense and a complete scam and fraud on your end. I have purchased a service from your company. I am following your protocols. And yet you all of a sudden change things on your end because how am I supposed to know when things were written? It couldve been written in last on your end to make it so that you guys cannot repair my couches because I have never ever in my life heard of a company discrediting a claim that has nothing to do with a first claim. Now all of a sudden youre saying on your end, you have messages that yes I did talk about it when the entire time anytime I mentioned it nobody had any idea about it. There was not one mention no no no nothing. All I want is my couches to be repaired and you insist on constantly denying it I have provided a financial purchase With your company and you are not fulfilling your end to Complete my service that needs to be done on my couches

  I have now read multiple complaints on the Better Business Bureau website of exact similar situations and its really funny that I have to now email back-and-forth through this website when it couldve just been taken care of on your end and fulfilled my claim to get it repaired.There are multiple complaints about the way. Your staff has talked not only to me but to multiple people per the better business bureau reviewsThat you guys have lied on your end and will not fulfill your obligation to repair a couch. I paid for a service I filed the claim you are not allowed to link two separate claims into one there is a second claim on my couch that was denied because someone on your end LinkedIn into my first one and now nobody wants to talk to me about getting this couch repaired I have owned this couch less than two years and it needs to be repaired. Please just do what youre supposed to when somebody pays for a service to fulfill your obligation of repairing the couches. 

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

  

  Business Response

  Date: 06/02/2025

  Your claim has been reviewed and we have no additional information to provided.  The claim form was not received within the required timeframe as outlined in the protection plan and we are unable to service this request.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23303886
  
  I am rejecting this response because:

  I made two claims which are two separate claims, they do not tie into each other as your representatives on a recorded line stated. My second claim is magically now linked into the first claim. Which has no ties to it. 
  I filed your way on my second claim with ALL of your documents  filled properly to get this replaced. Again I paid for a service and your are not doing what your said your service on your end. 
  fix my leather. Have one of your third party agents come out to repair the leather that I have request in my second claim. Thank you and I expect this to be done in a timely manner on your end. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/18/2025

  Your claim has been reviewed and we have no additional information to provided.  The claim form was not received within the required timeframe as outlined in the protection plan and we are unable to service this request.
  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23303886
  
  I am rejecting this response because: there are TWO SEPARATE CLAIMS they DO NOT  combine. so on your end, you are combining two separate claims into one claim just so your company scams people out of their money for a repair that needs to be done on the couches. This is why this is being discussed on the BBB. You are combining two separate claims into one that is not right in any way shape or form please schedule a technician to come out and repair my couches I paid for your five-year plan over $1000 that needs to be now repaired after owning the couches not even a full two years. please send a technician at your earliest convenience to my residence to fix these couches immediately
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfair resolution to the issue Guardsman Service Request Response: ******** Warranty states pet damage coverage but Guardsman denying coverage calling it preventable, excessive, extreme, or ***etitious while damage was done by pet in 1 night which does not qualify for any of the reasons. Multiple calls made to Guardsman with approximate 30 minutes wait time to get ***resentatives who keeps transferring call to another *** with additional 30 minutes wait on every transfer.Manager calls are directly routed to voice mails which are never returned to discuss issue

  

  Business Response

  Date: 04/28/2025

  The terms of the protection do not cover extensive/excessive damage whether from a single incident or from multiple incidents.  This is ls listed under the "What is Not Covered" Section of the protection plan.  The Technicians report and photos show extensive damage. We are unable to service this request.  In addition, our records show that a supervisor did return your call and spoke with you regarding this on 4/9/2025.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23216746
  
  I am rejecting this response because: I did not receive any call from the supervisor. Also as explained earlier pet damage is covered as a part of my policy. As per the agent who called the rejection was with a reason of repetitive damage to which I clearly explained to the agent that damage was done in one night not after multiple occurrences to which agent transferred me to supervisor 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/30/2025

  As stated in our original response a Supervisor did call back on 4/9/2025 and the time of the call was 4:03pm. The claim was denied due to extensive/excessive damage. Extensive/excessive damage is not covered under the protection plan. Please refer to the "What is not Covered" section of the protection plan. We are unable to service this request.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a grey living room sofa with chaise & club chair with ottomon on 12/22/22, from Jarons Furniture Store in ********* **. I also purchased the ******* Complete Protection Plan from Guarsdman. We have had many problems with this furniture set, in whiceh I contacted Guardsman. The major concern was the *************** lounge. We had a many visitors sit on both of them & the **************** collapsed. I contacted Guardian many times approximately for a few years regarding this, they always say it is not covered.

  

  Business Response

  Date: 04/16/2025

  Our records show that we have two claims that have been processed for you.  The first was for cushion resiliency, cushions collapsing. This is something that is specifically listed under the "What is not Covered section of the protection plan.  In addition, this was not reported within the required 30-day timeframe as outlined in the protection plan.  The second claim was for fraying of the fabric which is also listed under the "What is not Covered" section of the protection plan.  The photos sent with this claim show snags/pulls which are listed in the same area of the "What is not Covered section of the protection plan.  We did have a third claim for the ottoman on May of 2024 in which we requested a sales receipt that we have still not received.  We received a blank email and we responded and advised there was nothing attached to the email and asked that the email be resent with the sales receipt attached but we never received the sales receipt. At this time the ottoman would no longer be eligible for service.  The terms of the protection plan state that we must receive the sales receipt within 30-days of when you first report any damage to the furniture and the damage to the ottoman was reported almost a year ago.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23193848
  
  I am rejecting this response because: I provided the receipt multiple times.  I have been complaining for years regarding this furniture.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our leather furniture from ******** in ************, ******* on 3-24-23 along with a Guardsman Gold Warranty Plan at the cost of $649.99. I tried to file a claim with Guardsman on 1-25-25 by calling their toll free number to which they refused to take my claim and referred me to their website. I then went to the website and filed a claim on the left love seat recliner pillow due to the pillow not holding up and needing to be ***aired. No ***ly from my claim so called on February 13. Guardsman *** advised claim received but no estimate on when they would get to it. They are backed up. I called ******** corporate to make them aware of the lack of customer service. I was advised they no longer use Guardsman as a warranty company and they are hearing from others that Guardsman is not handing claims in an acceptable manner. If Guardsman doesnt handle, Havertys will take care of of the ***air. He would check on the claim and get back with me. I received a call back from another Haverts *** a few days later saying basically nothing they could do to make Guardsmen put me to the front of the line. Which is not what I requested, just some sort of timeline for the ***air, There has been no communication from Guardsmen or Havertys since February 2025. The furniture still needs to be ***aired. **** ********

  

  Business Response

  Date: 04/16/2025

  Our records show the email below was sent on 2/20/2025 requesting additional information as the claim form that was submitted did not tell us what the damage to the furniture was.  At this time we have not received a response to the email. Please respond to the email or contact the service center at ************ Mon. Tues. Thurs. and Fri. 8:30am-2:00PM EST to provide the needed information. Please note we will be closed for the Holiday on Fri. 4/18/2025.

   

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23192020
  
  I am rejecting this response because:

  I filed a service case with the link provided by Guardsman. I even followed up a week later and called to confirm it was received. I was told it was received and they would not provide any sort of timeline in when I would hear back from them because they were backed up. I then called Havertys and they made contact with Guardsman. They were told they had the claim but couldnt put me at the front of the line. I never asked to be put at the front, only to provide confirmation they were working on my claim and an estimated date.

   

   

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

  

  Business Response

  Date: 05/06/2025

  We have no additional information to provide.  The email below was sent on 2/20/2025.  We have still not received a response or a phone call with the needed information.  There is nothing further we can do without this information.

   

  rom: Guardsman NMI Follow Up 
  Sent: Thursday, February 20, 2025 2:36 PM
  To: ***********************************
  Subject: Service Request Number: 12477077
  
  Service Request Number: 12477077
  DEAR ****** ******,
  We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents.
  WHAT ARE THE DAMAGES BEING REPORTED TO THE SECTIONAL RIGHT ARM FACING UNIT?
  If you have any questions or would prefer to give your answers verbally, call ************** Monday-Tuesday and Thursday-Friday between the hours of 8:30-2PM Eastern Time. Be sure to respond via either email or phone within 15 days, or your claim will be closed and ineligible for processing.
  Thank you for choosing Guardsman.
  Sincerely,
  Guardsman Service Center

   

   

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service 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 couch from **************** in May 2023 and I purchased the Guardsman 5 year protection plan. After submitting a claim, Guardsman will give me ZERO information on when I will possibly hear back from them. Specifically, they would not answer if I could hear in 2 weeks or 1 year. After purchasing a service agreement for a repair or a replacement, I'm expected to sit with a torn couch for possibly indefinitely??! Name one other agreement or purchase that functions like this.

  

  Business Response

  Date: 04/15/2025

  According to our records we have not yet received a claim form from you. Unfortunately, we are unable to provide a timeframe for when a claim that we have not received yet would be processed.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely disappointed- scam warranty My boyfriend and I purchased a couch a year and a half ago, specifically because it came with a warranty that was supposed to cover accidental damageimportant for us since we have pets. Weve been incredibly careful, using covers and taking all possible steps to prevent damage.Recently, while we were out of town, our cat unfortunately scratched and urinated on the couch. Both of these issues are clearly stated as covered under the protection plan we paid for. However, our claim was denied with the excuse that the damage was excessive and preventable, which is absurd and goes against what we were sold.This warranty is a complete scam. The company misrepresents what their coverage includes, then refuses valid claims when it matters most. I would never recommend them to anyone and will avoid purchasing anything in the future from any retailer partnered with this warranty provider.

  

  Business Response

  Date: 04/15/2025

  We are not finding a claim in our system with the information provided.  Please provide the claim number or the service agreement number for the claim.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $500 for warranty on $6000 worth of furniture from *************************** ** My chairs recline mechanism stopped working and its under warranty. I have called several times to guardsman warranty and zero help. I cant even understand them on the phone as they are in another country. No return email. No return call.

  

  Business Response

  Date: 04/08/2025

  We do apologize that you had difficulty understanding the customer service agents.  Our records show that we received your claim on 4/1/2025 and the claim was processed on 4/3/2025. The work order was sent to a technician and they have confirmed the work order. If you haven't heard from them you should hear from them in the next day or 2. If you would like to reach out to the technician directly the phone number for the technicians office is ************.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  a warranty was purchased with the promise of repair regardless. The company has denied 2 separate repair requests advising that the damage was a one time event but could have been prevented. i called and asked for an explanation based off of factual evidence that the damage was preventable other than an opinion. that if thats the case then any damage could be preventable and they would never have to service any claims. i also asked for a copy of the alleged exclusion in writing as it was not on my paperwork and was told i would not be sent any additional information.

  

  Business Response

  Date: 04/08/2025

  The first claim we received was for fading/discoloration which is not covered under the plan. this is listed under the "What is not Covered" section of the plan in section 7.5.  This claim was also denied for not meeting the 30-day timeframe to report any stain or damage to the furniture as stated on the front page of the protection plan as well as in the section titled "How to file a Claim" For the second claim the protection plan provides coverage for a single incident of pet damage, however, does exclude extensive damage under section 9.9 of the protection plan.  the photos received show extensive scratches and also the scratches are on 3 seat cushions and 3 back cushions which is not representative of a single incident. We are unable to service this request.  

  We do show that you requested a copy of your protection plan and we advised that we would mail you a copy of your plan. The protection plan was mailed to you today 4/8/2025.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23154971
  
  I am rejecting this response, the implication that the damage is not a one time event is subjective. You have no proof that is the case other than opinion. If the scratches showed discoloration among themselves that would make sense that it was multiple events but they are of the same event and coloring. The Labrador that caused the damage has since been rehomed. There is nothing further to prove or disprove your aligations. 
  
  Sincerely,
  
  ******** *****