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 FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

• 

  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

• 

  Guardsman Furniture Pro of San Diego

  2240 Main St #28 Chula Vista, CA 91911

• 

  Guardsman Furniture Pro

  PO Box 490603 Lawrenceville, GA 30049-0011

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:01/10/2024

  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 sofa, love seat, and chair with electronic remotes in January 2021, received in April 2021. We purchased an extended warranty which is good through ****. I contacted store on 12-2-23 since the cords on the remotes are fraying, spoke with ****, in sales - received no help from store told me to call Guardsman, also Steinhaufels no longer uses Guardsman for warranty because of their poor reputation - but, **** still was no help.Called Guardsman, spoke with *** and ****** and submitted claim number ********. No response from Guardsman, called on 12-29-23. Scheduled **** for 1-3-24. **** came and stated Guardsman didn't tell them the problem. We showed him the frayed cords, which cant be fixed and steinhafels discontinued these remotes because they are defective. I received an email 0n 1-8-24 from Guardsman acknowledging an issue with the obsolete remotes and was sending our claim to customer service for further review. It will take ***** more days to resolve. This is not acceptable, since we have been trying for resolution since 12-2-23.

  

  Business Response

  Date: 01/18/2024

   Our records show that a purchase order to replace the 2 remotes that aren't working was sent to the Retailer on 1/9/24.  The Retailer has confirmed that the remotes are available and they have been ordered. Any questions regarding the replacement remotes should be directed to the Retailer.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21116105
  
  I am rejecting this response because: *********** knowingly sold defective remotes. We have the extended warranty and they are sending parts to repair discontinued, obsolete remotes. Dont buy from Steinawefuls.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/10/2024

  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 bed from a furniture store on 9/26/2019 and also purchased a Guardsman warranty for the bed. The warranty is supposed to cover the bed for 5 years and includes a one-time coverage for pet damage. I submitted a claim online on 12/14/23 for pet damage to the footboard, which included photos of the receipt and damage. I also mailed the form and copies of my receipt. They have never contacted me. I've sent them messages through the form on their website with no response from them. When I call, I get "transferred" to another department and after waiting on hold, I get hung up on. I'm not sure what else to do since I've tried all methods of communication at this point.

  

  Business Response

  Date: 01/18/2024

  We do apologize for the delay.  Our records show that the purchase order to replace the footboard and bed slats was sent to the Retailer on 1/11/24.  They have advised us that these are no longer available.  You should hear from someone in the next few days with additional options.

• Initial Complaint

  Date:01/02/2024

  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 spent $310.00 on an FPP through Cleos Furniture and I can't file a claim and use what I paid for I can't speak with anyone or file online I purchased this protection plan on 1/18/2020 it's for 5 years and they are trying to keep me from using before it expire

  

  Business Response

  Date: 01/04/2024

  Our records show that we received two claim forms on 1/2/2024.  Claims are processed in the order received and you will be contacted once they are processed.

• Initial Complaint

  Date:12/31/2023

  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 for a five year protection warranty on furniture. When contacting them to fix my couch that has been broken.Haven't heard anything from them Sense september

  

  Business Response

  Date: 01/04/2024

  Our records show that a purchase order to replace the parts was sent to Steinhafels on 8/28/2023. We sent you an email on 12/30/2023 advising that *********** confirmed that they ordered the parts with the manufacturer as of 8/9/2023. Any questions regarding the replacement parts should be directed to the Retailer.

   

   

• Initial Complaint

  Date:12/31/2023

  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.

  Hi, I have filed a claim for the sofa and loveseat that I purchased from NFM with Guardsman support. I have filed a claim one month ago and technician visited after 2 weeks. He said he will submit the report same day. I received an email next day stating "The report has been received and indicates the technician was not able to make a high-quality repair to the stain and/or damage that you reported. Rather than make a poor-quality repair, your claim has been sent to our **************** team for review." I am not sure what this means. I have problem with this furniture in my house which has frame issues and I am waiting for a fix/resolution for nearly a month now. I tried calling the customer service multiple times. I have spent more than 5 hours till now on the call waiting for someone to pick but no luck. It has been more than a week that I keep trying to reach the support agent to understand the status of my claim.

  

  Business Response

  Date: 01/04/2024

  We do apologize for the delay.  We received the technicians report on 12/21/2023. Thes reports are processed in the order received, and due to an unusually high volume of claims these are currently taking ***** days to be processed.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21076729
  
  I am rejecting this response because: This is a standard response and there is no option to reply to email or talk to a representative. I am waiting for more than a month with damaged furniture sitting in my living room and so far did not even able to talk to a person to understand when this can be addressed? 

  
  Sincerely,
  
  Satish Diapule

  

  Business Response

  Date: 01/11/2024

  There is no information to provide you at this time. The technicians reports are reviewed in the order received and are currently being reviewed within ***** days from the technicians visit.  Once the report is reviewed you will be contacted.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21076729
  
  I am rejecting this response because:I have filed a claim for the sofa and loveseat that I purchased from Nebraska Furniture Mart with Guardsman support/Warranty. Tried calling the support number multiple times but there was no response. Finally I got a technician visited after a month. Later I also got an email from Guardsman customer care that my claim has been reviewed and provided with options for settlement. Since then again I am trying to reach out as I have concerns on provided settlement options and all I need is a 5 minutes call back to complete this claim/settlement. I tried calling multiple times for hours long and also sent multiple emails enquiring when can I get a resolution. It has been 2 months now that I have damaged furniture in my house and still looking for suitable resolution. Can you please help to get a response?
  
  Sincerely,
  
  Satish Diapule

  

  Business Response

  Date: 02/12/2024

  Date Sent: 2/9/2024 3:09:00 PM
  We have forwarded your request to the appropriate department.  Someone should be in contact with you in the next few days.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21076729
  
  I did get a call finally so thank you for that. On the call, I was able to speak to an agent and we agreed on one option(Buy back) with $270 additional payment and $1519.94 store credit.  On the same call I immediately made advance payment of $270 as per the agreement. I thought finally this is settled and just waiting for my store credit. But to my surprise today morning I received email stating my store credit is reduced to $1199.96 and my furniture will be taken back. I don't know what is going on here. We just agreed on it just a day before and have it in email too. I am lost here. Can you please give me a call for one last time and close this properly. It has been very painful to go through this process.

  Appreciate your timely response.

  
  Sincerely,
  
  Satish Diapule

  

  Business Response

  Date: 02/21/2024

  Our records show that when we send the purchase order to the Retailer they advised that there were price adjustments on your original order.  We show that the email below was sent to you on 2/14/2024.  If you have any additional questions about the amount of the store credit these should be directed to the Retailer.

   

  
  From: Guardsman Consumer Options 
  Sent: Wednesday, February 14, 2024 12:18 PM
  To: ************************
  Subject: ******** Nebraska Furniture Mart sofa & loveseat store credit update
  Importance: High
  
  Good morning,
  
  We received an update from your retailer.  Your retailer advised that you received price adjustments after the purchase of the sofa and loveseat.  So, the prices on your original receipt are not the prices actually paid for the sofa and loveseat.   This changes your store credit amount from $1519.94  to $1199.96.   If you have any questions on this, please contact your retailer.
  
  

   

   

• Initial Complaint

  Date:12/28/2023

  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.

  -RE: ******** -***************** - sofa sustained a vomiting incident overnight.-As per our service agreement, the majority of vomit was removed using clean rags, blotted dry.-11.30.23 - I placed a call to Guardsman, to file a claim for this incident and to request service. (As per our Service Agreement, section 2.2, this was within 3 days of incident, well within the 30 days required timeframe). I was instructed to complete a claim form/questionnaire by clicking on a link in an email that would be sent.-12.07.23 - no email had been received. Another call was placed to Guardsman to check on the status. The email was then re-sent. As per service contract, section 2.3, within an hour of receiving email, claim form was completed, pictures were uploaded as well as the original receipt showing both covered furniture and the plan. -Approximately one week later, I was sent a 4oz bottle of deodorizer! I was never given the option for a technician visit/service call.-12.27.23 Called Guardsman to inquire on the next step. I was informed that someone would reach to me once my claim had been processed. The representative could not tell me when I could expect to hear from someone. -Deodorizer did nothing to remove vomit from sofa. Dried emesis has now been sitting on sofa for 3 weeks. -I have fulfilled my responsibilities as described in the plan. Guardsman has not. Guardsman has been negligent in handling this claim while a sofa covered in dry vomit residue has been in our home. - We are now seeking another resolution.

  

  Business Response

  Date: 12/29/2023

  The first step in the process when dealing with certain stains is to send a cleaning kit. This information would have been provided when the claim was submitted. You also would have received an email with a link to advise if the kit was successful or not. We do not show that the results of using the cleaning kit was reported. Our records show that your claim was processed on 12/27/2023 and work order was sent to a technician. We show that we responded to your email from 12/28/2023 on 12/28/2023.  The technician has confirmed the work order and will be in contact with you to schedule an appointment.  If you would like to contact them directly the company names is RWS and the phone number for their office is ************.

• Initial Complaint

  Date:12/26/2023

  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.

  This company is the biggest scam and does not cover much of anything. Do not pay your money to these criminals. I purchased a *** sectional on 4/2021 from Havertys, a $6000 couch. They push the Guardsman protection, so I bought it for $600. The protection is supposed to be for 5 years. The couch is now stained in several places. I tried to clean it and they do not remove. I submitted a claim on 12/22 that was declined via email. I am livid and want my money back. This was a waste of many.

  

  Business Response

  Date: 12/27/2023

  Our records show that we received a claim reporting yellowing and discoloration. This is not something that is covered under the protection plan.  This is listed under the "What is not Covered" section of the plan.  We are not able to service this claim.  In addition, the terms of the protection plan do not provide for a refund.

• Initial Complaint

  Date:12/21/2023

  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 had filed an insurance claim 4 months back saing one of my recliner switch is about to break and want it fixed. I had provided my furniture bought receipt and the insurance service agreement. I was not provided insurance bought receipt so couldnt provide it. They asked me to provide insurance bought receipt which I didnt have. i tried to explain if I hadnt bought it then how would I have service agreement in my name but they didnt help so I didnt respond back. I was also out of country. Now few weeks back my switch broke and the recliner is stuck in open position. I reached out to them but they are saying 30 days has passed abd cannot help. I also again reached out to my seller and he gave me new receipt with the insurance bought details. I provided them that receipt but they are not responding saying 30 days have passed. ***** thing, the complaint was filed for switch about to break before and now its completely not working which is different issue. I have a 1 year old baby and the recliner in open state is giving me trouble. Its hard for me to protect my baby. I gave paid for the insurance to get help in case of need and they are not ready yo help then whats the use of taking insurance.

  

  Business Response

  Date: 12/21/2023

  The terms of the protection plan state that you must provide a copy of the sale receipt showing the purchase of both the plan and covered furniture within ************************************* damage, The claim was submitted on 7/10/2023 and the sales receipt with this information was not received in our office until 12/6/2023. This exceeds the 30 day requirement.  In addition, the claim form reports a mechanism issue and states" its been too long since we have used it that might have caused the button to damage."  Continued use of a damaged button would cause additional damage and is considered a continuation of the original damage. We are unable to service this request.

• Initial Complaint

  Date:12/18/2023

  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.

  When i bought my sleeper sofa from furniture world in **************** i also purchased the gold protection plan from gaurdsman for ****** I believe and with that i am supposed to get free couch cleanings and repairs. And a 1 time repair of my dog was to chew on it. I filed a claim for cleaning submitted pictures and it took about I want to say about a month or so before it got reviewed approved and a technician to come clean it upon arriving he said the whole couch needed clean and he submitted his report, back in October after not hearing anything for a couple months I reached back out and was informed that because the stains look they were as they said accumulated they are denying the cleaning and I have to clean it myself. I explained that I have a 5 year old son and a dog they said doesnt matter their verbiage states accumulated stains are not covered even through there was a month or so between when I filed the claim and a technician came to my house that to them is irrelevant and doesnt matter. So I asked for a refund which was denied. So basically from my perspective as a consumer they charge for a service and then find every loop hole to get out of having to provide the service paid for. All I want is my couch cleaned or my money back they just take the money and run and dont provide the service

  

  Business Response

  Date: 12/21/2023

  All claims are processed according to plan terms and coverage. The Guardsman protection plan is designed for stains and damages that occur from a specific incident and not stains or damages that have occurred overtime.  This is listed in the "What is not Covered" section of the protection plan. The terms of the protection plan to do not provide for a refund of the plan.

  7. What is not Covered

  7.4.3 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: 01/03/2024

   
  Complaint: 21024458
  
  I am rejecting this response because:
  My issue with the whole situation is the fact from the date I filed the claim until it was processed approved for a technician to come out to the house, was approx 1 month having a 5 year old and a dog a lot can happen in that approx 1 months time and the fact that the accumulated stain response from what I was told is based on what is being said as overlapping well I am sorry but if something was to spill onto the couch one day and then then the very next day something else spill of course they are going to overlap. So knowing that and that it took about 1 month ( as I filed the claim in September when I first noticed the stain if I remember correctly, and when it all got approved and technician came to my house on oct *****th something like. Its being denied which there is a lot that can happen in that amount of time especially with a 5 year old child and dog. The fact it took you that long to approve my request and the technician to come out to my house is clearly not my fault. And is truly unfair and unprofessional. So again its just a loophole and get out of jail free card to not to have to perform a service that a customer has paid for
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/18/2023

  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 Guardsman Insurance with our sectional about 5 years ago. One of the recliners stopped working so we opened a claim with the company. They promptly sent out a repairmen who said he needed a part to finish job. We got periodic emails about a part that would never arrive. We called numerous times unable to get through to the resolution center. Our claim has been open for months. (Claim #********)

  

  Business Response

  Date: 12/21/2023

  Our records show that he purchase order for the parts was sent to the Retailer on 9/4/2023 and again on 9/12/2023.  Any questions regarding the replacement part should be directed to the Retailer.