Complaints

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

close

Find a Location

Guardsman has 43 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Guardsman

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

  
• 

  Guardsman Furniture Pro

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

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: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.

  Paid for protection plan to cover furniture Sectional and Ottoman ($1000+ for these plans combined).- Not getting approval to get resolution on issue that is covered.- Noticed I am getting the same treatment as you would expect from a grab and ignore insurance scam (collect but not pay out).- Not going to stop until rectified.

  

  Business Response

  Date: 12/21/2023

  All claims are processed according to plan terms and coverage.  The fabric pilling is not covered under the protection plan.  In addition, the protection plan states that all stains and damages must be reported to Guardsman within *********************** damage occurring.  Our records show that we were contacted on 12/11/2023 and the claim forms state that the damage occurred on 11/10/2023. We are unable to service this request.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21022748
  
  I am rejecting this response because: It was not outside the 30 day window, they are just saying this because they dont want to do anyhting 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/04/2024

  As previously advised, the claim form state the damage occurred on 11/10/2023 and Guardsman was contacted on 12/11/2023 this is outside of the 30-day reporting timeframe as outlined in the protection plan.

• Initial Complaint

  Date:12/13/2023

  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 am writing to file a formal complaint against Overstock.com and Guardsman regarding an unresolved and unsatisfactory experience with a damage claim for a rug I purchased through their platform. My efforts to resolve this matter directly with both companies have been met with delays, denials, and an overall lack of cooperation.On 2/18/23 I bought a rug from Overstock.com, and concurrently, I purchased an insurance policy offered by them, specifically covering damages caused by pet accidents. The policy explicitly guaranteed a full refund if stains resulting from pet accidents could not be successfully removed.Regrettably, my experience has been far from satisfactory. On 8/29/23, I submitted a claim for damages to my rug, providing all requisite documentation, including receipts, detailed photographs of the damage, and even arranging for a certified technician to inspect the stains in person twice. The technician, after a thorough examination, confirmed the irreparable nature of the stains.Despite my ******* efforts, Overstock.com and Guardsman have consistently provided me with nothing but a runaround, failing to adhere to the terms of the insurance policy. The lack of responsiveness, coupled with the persistent denial of my legitimate claim, has left me frustrated and disappointed.I request your intervention in this matter to ensure a fair resolution. I believe that Overstock.com and Guardsman should honor their commitment as outlined in the insurance policy. In light of the aforementioned circumstances, I kindly request that the Better Business Bureau investigate this matter promptly and take appropriate action to ensure a just and timely resolution. Your assistance in facilitating a fair resolution to this dispute will be greatly appreciated.Thank you for your attention to this matter, and I look forward to a prompt resolution.Sincerely,*************************

  

  Business Response

  Date: 12/20/2023

  Our records show that service was initially refused. We then reached out to another technician and they attempted to service the rug you advised them that you did not want them to use water on the rug and the technician could not clean the rug without water. We show the following email with the  options available was sent to you on 12/15/2023. Once we receive a response with your decision we can complete the claim.
  
  

• Initial Complaint

  Date:12/13/2023

  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 guardsman protection plan through ********* furniture on 4/20/19. In November 2023 I filed a claim to have a nightstand repaired for a small paint chip on the top of the nightstand. On 11/30/23 guardsman sent out a technician to my home. The technician spray painted the nightstand with paint leaking and bubbling. The nightstand is unusable. Guardsman sent me generic email that they will follow up with a resolution. It has been 2 weeks and I have not heard from them. I have contacted their service department and cannot reach anyone. They are only open from 10am-2pm. I've sat on hold for hours for the call to drop or timeout because no one answers. I have a nightstand that I cannot use. I want it to be fixed or replaced.

  

  Business Response

  Date: 12/20/2023

  We do apologize for the delay.  Our records show that a purchase order to replace the nightstand was sent to the Retailer on 12/18/2023. Any questions regarding the replacement should be directed to the Retailer.

  Customer Answer

  Date: 12/20/2023

   
  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:12/12/2023

  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.

  Claim Number: ******** When my couch was purchased through ***** *****, I purchased the furniture protection plan with Guardsman. On September 7, 2023 a claim was filed with Guardsman due to pet damage. Pet damage is covered through the plan. On October 17th the following response was received, "We recently sent a technician to your home to service your furniture. 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.On November 7th, the following email was received, "We apologize for the delay in resolving your claim for the Sofa. We have reached out to ***** ***** to verify if the fabric is still available for the Sofa once we receive an update we will finalize your claim.On December 4th, the following email was received, ""We will contract a different company to make another appointment to indicate which parts are needed and an estimate to install them. The service technician should be contacting you within a week to schedule the 2nd appointment."I responded with the following requests:1. The date ***** ***** was contacted I will be requesting further inquiry into this matter with the supervisor from ***** *****. Contact number and name is requested.2. Highlighted areas from the furniture contract on each aspect: A. Detailed reasons why another company needs to be contracted out. B. If a significant section of the couch is replaced, and the new fabric no longer matches the current and existing remaining areas what then occurs A phone call from a Supervisor is requested at this time with answers to the inquired information.I received no phone call from a Supervisor nor email response. I then called the company requesting to speak to a Supervisor. They stated someone would call me back. No one has. I tried again, no response.

  

  Business Response

  Date: 12/20/2023

  We do apologize for the delays. Our first contact with ***** ***** was on 11/7/2023. Our records show that a purchase order to replace the sofa was sent to the Retailer on 12/12/2023.We show that the following email was sent on 12/12/223. Any questions regarding the replacement sofa should be directed to the Retailer.

  
  From: *********, Elba 
  Sent: Tuesday, December 12, 2023 4:11 PM
  To: **********************
  Subject: GUARDSMAN# ********-*********************;
  
  Hi,
  
  We apologize for the delay in resolving your claim for the Sofa.  We are not able to repair the damages as we are not able to determine from our service technician which parts are needed an estimate to install. Guardsman will be sending over a purchase order to the store to replace the Sofa. The store should contact you within about two to three weeks to advise you if in stock and to set up for the exchange of the damaged Sofa with the new Sofa. Upon delivery of the new Sofa the store will pick up the old. The new Sofa will no longer be covered under the protection plan. Please keep in mind that if you choose for delivery through your retailer there may be a delivery charge associated with it.  Guardsman does not get involved with any delivery charges.
  
  If you have any questions, please call our service center at ************** Monday - Friday from 10am-2pm Eastern Standard time zone.
  
  
  Thank you,
  Claim Specialist
  Guardsman
  PO BOX 88010
  ************, ** 4512
  **************

• Initial Complaint

  Date:12/08/2023

  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 purchased a 5 year gold warranty in March 2022. I submitted a claim on 11/23/23 for a liquid stain on two pieces of furniture. Guardsman send me a 3oz bottle of cleaner that did not address the liquid that soaked into the cushion. I updated the claim saying it didn't work. Have tried repeatedly to call them to no avail (sometimes being on hold for more than an hour). I submitted a new claim for a different piece of furniture's mechanism that isn't working. When I call, it is obvious that they outsource the call center and there is a language barrier. From reading other complaints, I see that this company has a history of being a dishonest business. I want them to honor what I bought.

  

  Business Response

  Date: 12/12/2023

  Our records show that the new claim was submitted on 12/4 and the response to the link advising the cleaning kit didn't work was submitted on 11/30/2023.  Claims are processed in the order received and are generally processed within 7 business days. Due to an unusually high volume of claims these are currently being processed within 10 business days.  You will receive an email once your claims are processed.  These will be processed on or before 12/14.

• Initial Complaint

  Date:12/04/2023

  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.

  Resolution to warranty

  

  Business Response

  Date: 12/07/2023

  If you are referring to your claim for the massage chair our records show that the purchase order for store credit has been sent to the Retailer.  Any questions regarding the purchase order should be directed to the Retailer.

• Initial Complaint

  Date:12/01/2023

  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 furniture with a Havertys Guardsman insurance policy. We filed a claim months ago, finally a guy came out to look at our couch. He stated he needed a part and would be back. We finally heard back from a ***** stating they no longer make the part; we could keep the couch as is and rcv $580 or they would replace the couch. We replied that we would like the replacement on 9/1. We have reached out multiple times since then with no response. We also called the # for ***** listed on the BBB page; left voice messages and no luck there. We would like the replacement as promised and also what happens when the other pieces break and there is no part available. Extremely frustrated, we do not normally purchase insurance plans for this reason however thought it was a reputable company and high quality. Extremely disappointed in their lack of commitment and communication. We paid ******* total / ****** for the plan

  

  Business Response

  Date: 12/07/2023

  We do apologize for the delay.  We do not show receiving your email showing your choice to replace the armless recliner.  We do show that we called and left a voice mail on 11/28 advising that we sent the purchase order to replace the recliner to the Retailer and that would be in contact with you within 10 business days. We show that we called again on 12/5 and left another message. Any questions regarding the replacement recliner should be directed to the Retailer. 

• Initial Complaint

  Date:11/30/2023

  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 have been trying to get resolution on a warranty item leather sofa times 2, love seat times 1, and 2 leather chairs. This has been going on since 2019 when the first claim was sent to them. Warranty timeframe is coming to an end and they are stalling to fix the items that are damaged. They have sent out technicians to view damages to furniture and they are now saying that they still do not have enough information to process the claim. Multiple phone calls over 10 have been made to them to try to resolve the issue. I have been hung up on. transferred and disconnected multiple times.

  

  Business Response

  Date: 12/07/2023

  Our records show that the first claim that was filed was on 12/29/2021 and the claim was denied due the timeframe requirement for providing the requested photos not being met. Our records show we spoke with you about this on ********. We have a second claim that was filed on 8/5/2023. A technician was sent to the home and found that there was an accumulation of damages on the furniture.  The protection plan allows service for a done time incident od animal damage not damage that has accumulated over time. We show that we spoke with you about this on 11/30/2023.   We are unable to service this request.

• Initial Complaint

  Date:11/29/2023

  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 have 2 agreements with Guardsman, #******** and #********. Guardsman has sent out a technician to clean my cushion twice and the stain is still there. They have been impossible to reach, I've been on hold for over an hour with the "resolution department", they simply never answer no matter when you call. They also make it very difficult to even file the claim. The furniture store where I brought the sofa,chaise and loveseat no longer work with Guardsman due to horrible customer service. I need a refund for the $500 I paid for this service agreement. Please let me know if you need additional information.

  

  Business Response

  Date: 12/07/2023

  Our records show that there was an appointment scheduled for 12/4 and you advised the technician that you would not be available that day and asked to reschedule the appointment for 1/12. If you wish to have an earlier appointment  please contact the service center at ************ Mon-Fri 8:30am-6:00pm EST

• Initial Complaint

  Date:11/28/2023

  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.

  We have filed a recliner damager complained and they have been denying it for past 3 to 4 months because of some time frame issue even if there are multiple damages to frame in different time frame. I need this to be resoled

  

  Business Response

  Date: 11/29/2023

  The terms of the protection plan state that any damage to the furniture  must be reported to Guardsman within 30 days of the damage occurring.  This timeframe was not met. We are unable to service any frame damage or punctures on the sofa. In addition, cushion flattening is not covered under the protection plan.  Resubmitting claims with different information to obtain service on a claim that has not been accepted does not change the original outcome of the claim.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20928708
  
  I am rejecting this response because: when I talked with the person and told him it is not the same side of the arm and the damage is now at the lower end they are still rejecting my claim and also the back frame is damaged. I asked the person if I can create a new claim and he said no and said they will again reject it. This is ridicules and I am fighiting from last 6 months 

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

  

  Business Response

  Date: 12/20/2023

  The original claim reported both arms and the frame not being aligned.  Damage in a different are of the arm and additional issues with the frame does not change the original outcome it is still on the arm and the frame.  We are unable to service this request.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20928708
  
  I am rejecting this response because: This is so ridiculous if its another side on same part.

  I need this damage to be repaired. Also, I have another complain for sofa they tried to fix it and its back to the same.

  Their response is very poor the technician who was here told us he will get back for rest and no response yet.

  So frustrated with them.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/04/2024

  We have no new information to provide.  The claim has been reviewed multiple times, The original claim reported both arms and the frame not being aligned.  Damage in a different are of the arm and additional issues with the frame does not change the original outcome it is still on the arm and the frame.  We are unable to service this request.