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

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of San Diego

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

• 

  Guardsman 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:10/31/2023

  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.

  Purchased a reclining sectional July 2022. July 2023 one section stopped working. Filed a claim with Guardsman on 28 Jul 2023. Followed up about the claim on 15 Aug 23 and was told it is still being processed. 25 Aug 23 rec'd a call for the service request for 28 Aug 23. A tech arrived, told me the motor was bad and he would order a new one. Sept 13, 14 and 15 I called to follow up and was placed on hold for more than an hour. My husband called on 18 and 19 Sept and was placed on hold for over an hour. Oct 4, 23 called and was left on hold again for over an hour. Received a call on 6 Oct and was told that part had been ordered. 22 Oct I called to again follow up and was put on hold for over an hour. Called again 27 Oct, was transferred to another **** and was again placed on hold for over an hour. During this process I was given several other phone numbers to contact to follow up. Service ****** ************, parts **** - *****************-675-3603 (spoke to a person, was told they would send a message to a manager, this was 4 Oct and no response has been received as of this date.

  

  Business Response

  Date: 11/03/2023

  Our records show that an email was sent to you on 10/31/2023 with options that were available.  We receive your response on 11/1/2023 and processed the request for the settlement today.  Also, the following email was sent to you today.  

  rom: Guardsman Consumer Options <******************************************> 
  Sent: Friday, November 3, 2023 9:17 AM
  To: ***************** <*******************>
  Subject: RE: Furniture Shack Sectional ******** options
  
  Good morning,
  
  Thank you for providing your decision to us.  Guardsman will process the check in the amount of $1140.00 and send it to: ***********************************
  ****, ** *****. You should receive the check within 3-4 weeks.  
  If you have any questions, please call our service center at ************** Monday - Friday 10:00 am - 2:00 pm, Eastern standard time or respond to the email. 
  
  
  Thank You,
  Guardsman Account Manager
  **********************
  An ************ Company
  *************
  Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.
  
  
  
  
  
  
  From: ***************** <*******************> 
  Sent: Wednesday, November 1, 2023 11:19 AM
  To: Guardsman Consumer Options <******************************************>
  Subject: RE: Furniture Shack Sectional ******** options
  
  WARNING: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  I will accept settlement option A.  I keep the sectional and you send a check in the amount of $1140.00.
  Please send the check to:
  
  *****************
  11821 *****************.
  ****, ** *****
  
  Thank you for your timely response.
  
  Respectfully Submitted,
  
  *****************
  
  Sent from Mail for Windows
  
  

• Initial Complaint

  Date:10/29/2023

  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 warranty though Nebraska furniture Mart for an automatic bed that broke and is warrantied with Guardsman. I had someone come out and they said yes it needs fixed. Then found out platform has to be replaced.. then that model isn't in stock. I've called so many times and stayed on hold for hours. I've emailed back with no response. They were supposed to get back to nbm to give me the credit to replace and still haven't for months. This has gone on for months. I'm really about to take this to court if no one gets this addressed. Please help me get my replacement if my automatic bed as was committed in an email. I've received no communications back nothing! And no one answers the phone for this service on the days that you're supposed to call Mondays and Tuesdays for open cases that have been approved to get replacements. Please provide Nebraska furniture Mart the amount that I'm supposed to get credited so I can order my new replacement automatic bed platform. I've attached snapshots of the emails that you guys sent that I was supposed to get a credit of ****** to Nebraska furniture Mart that never happened.

  

  Business Response

  Date: 11/01/2023

  Our records show the purchase order for the store credit was sent to the Retailer on 8/28/2023. Any questions regarding this store credit should be directed to the Retailer.  We also show the email below was sent to you on 8/28/2023.

   

  From: Guardsman Consumer Options 
  Sent: Monday, August 28, 2023 6:43 AM
  To: ******************************* <***********************>
  Subject: RE: Nebraska Furniture Adjustable Base ******** Options
  
  The paperwork has been issued to Nebraska Furniture Mart. We do apologize for the delays in your account and understand your concerns. The credit will be good through November 7, 2023. You should hear from Nebraska Furniture Mart within the next 2 weeks. 
  
  Thank you,
  ****
  Guardsman Service Center 
  
  

• Initial Complaint

  Date:10/29/2023

  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.

  on 03/29/2023 I purchased a couch and paid an extra $339 to have a 5 year extended warranty. ive filed 3 separate warranty submissions with this comapany to have the couch repaired. on all 3 occasions they have denied repairs because i didnt fill out their impossible claim submission forms "correctly" or said its not covered. my claims have been for a stain, pilling of the whole couch fabric, and now the couch is binding when using the recliners. id like my couch fixed using the services i paid for

  

  Business Response

  Date: 11/01/2023

  Pilling and general soiling are not covered under the protection plan.  The terms of the protection plan state that you must report any stains or damage to the furniture within **************************** damage occur.  The claim submitted on 8/06/23 report the stains and pilling occurred on 5/23/23.  This exceeds the 30 day timeframe as outlined in the protection plan.  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20796669
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Nothing seems to be covered by the coverage. First it was that it wasn't covered then I didn't file in time, then I didn't provide my receipt, then it's that the stain isn't covered, and now the broken recliner isn't covered. I want refunded in full. I paid for a service and that service isn't being provided. 

  

  Business Response

  Date: 11/29/2023

  The terms of the protection plan allow for a pro-rated refund less a 10% cancellation fee.  The amount of the refund would be $265.00.  Please contact the service center at ************ Mon-Tues and Thurs-Fri between the hours of 8:30am-5:00pm to confirm you would like us to process this refund.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20796669
  
  I am rejecting this response because:
  I paid for a service that has supplied absolutely zero services to me. I've filed multiple claims only to be denied on every single one of them. I refuse to pay a "10%" fee when nothing was provided to me. I expect a 100% refund in full or my next course of action will be court and filing with attorney general, consumer affairs, and you will be responsible for any and all court and lawyer fees associated with this matter as well. I paid $336 for this and I demand that amount returned to me in full. Within the next 7 business days or late fees and interest will be charged 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/07/2023

  All refund requests are processed according to plan terms.  The pro-rated refund less the cancellation fee is the only refund that would be available.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20796669
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  You have proved me with no service since day 1. I've filed multiple claims and been denied on every one of them. I'm not accepting and we will go to court. You just turned $330 into multiple thousands of dollars by not agreeing. I refuse to be bullied by a greedy corporation. I've filed a complaint with the attorney general and will let my lawyer handle the rest and will be pushing for a class action lawsuit with the other thousands of people you've done this to. Judging by the 2022 lawsuit against you, you didn't learn. 

• Initial Complaint

  Date:10/27/2023

  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 filed a complaint in August about this company, they responded on 9/7 and the complaint was closed. However, to this day they still have not repaired/replaced my item according to the terms of the contract. The retailer got involved and spent an entire month trying to get this resolved. On 10/11 they offered a full replacement (option B) to which I agreed. Now theyve disappeared again. It has been 12 weeks since I started this claim. While their contract doesnt call for refunds, laws regarding breach of contract do. I would like the full replacement as well as the amount I paid for the warranty or my hourly rate for having to spend so much time on this.

  

  Business Response

  Date: 11/03/2023

  We do apologize for the delay. Our records show that the purchase order to replace the bed was sent to the Retailer on 11/1/2023.  Any questions regarding the replacement should be directed to the Retailer.   The terms of the protection plan do not provide for a refund of the plan.

• Initial Complaint

  Date:10/26/2023

  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.

  I purchased their protection plan for my leather sofa in 2021 through Nebraska Furniture Mart and was told at the time that the policy covered any damage that might occur to the furniture. However, I contacted them earlier today about some scratches on it and they told me that it would not be covered and told me not to reply to their response. The damage was not caused by any abuse on my part, and I would like my money back.

  

  Business Response

  Date: 10/31/2023

  The protection plan has a specific list of covered stains and damage.  The damage reported, scratches, flaking/peeling of the leather are listed under the "What is Not" covered section of the protection plan.  In addition the terms of the protection plan do not provide for a refund of the plan.   We are unable to service this request.

   

   

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20786033
  
  I am rejecting this response because: When I purchased the plan I was explicitly told that it would cover anything that might happen to the couch.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/21/2023

  Guardsman can not speak to what may or may not have been said by the Retailer.  All claims are processed according to plan terms and coverage. We are unable to service this request.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20786033
  
  I am rejecting this response because: The business, in selling a product managed/administered by guardsman, is responsible for accurately stating the policies of guardsman according to *********** law.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/04/2024

  Guardsman process all claims according to plan terms and coverage. This damage is not covered under the protection plan and we are unable to service this request according to plan coverage.

• Initial Complaint

  Date:10/25/2023

  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.

  On Sep 06, 2020, I purchased a Lazy boy recliner chair from Homemakers Furniture for a total price of $1152 which included a 5-year furniture protection plan from Guardsman Furniture Protection. In May, 2023, I submitted a claim to have my chair repaired. Service request ********. On July 16th, 2023 a contractor came to inspect chair and submit a report back to Guardsman. In late October I received an email asking me to submit my selection of repair options. For over six months I have dealt with Guardsman trying to get resolution. On six occasions I called customer service phone number was placed on hold for over 1 hour twice and ***** minutes the other times. Then unbelievably, Guardsman disconnected call, without answering call. Six more hours waiting on hold.

  

  Business Response

  Date: 10/31/2023

  We do apologize for the long hold times.  We do show that we received your response  to our email with the options available.  The purchase order to replace the rocker recliner was sent to the Retailer today.  Please allow them a week to process the paperwork. Any questions regarding the replacement should be directed to the Retailer. 

• Initial Complaint

  Date:10/25/2023

  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.

  October 13 I received the email attached with the Buyback option. I have emailed twice and have called 7 times since that date with no answer and the most recent attempt was kicked out of the queue when they shut it down for the day. (Department is only open 4 hours per day) We are not asking more than just being contacted or answering the phone so I can make the $380.00 payment for the buyback option for the new replacement couch. They are doing this way of not answering so they dont have to pay out the claim. This is criminal and should be illegal. If you call the normal customer service team, they refuse to take the payment.

  

  Business Response

  Date: 10/31/2023

  We do apologize for the long hold times.  Our records show we spoke with you on 10/25/2023 and the purchase was sent to replace the sofa on that same day. Any questions regarding the replacement should be directed to the Retailer.

• Initial Complaint

  Date:10/25/2023

  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.

  On 8/14/23 I started a claim due to my dog having a seizure and urinating on the couch. It spanned over the cushions and back panels that cant be removed and cleaned. I submitted all requested information and they sent me a tiny spray bottle to clean it which did not work. On 8/23 I let them know it did not work and requested service in the home. 8/29 they said my original receipt was never attached to their initial online form even though I submitted many pictures to show them the damage and also the receipt. Why would they send me a cleaning kit if they never had proof of a receipt of the purchased warranty?9/3 requested a follow ** in email with no response. I gave them a chance to respond for a few weeks and they didnt. I called the store I bought the furniture from. They gave me a number to call for Guardsman and also said how poor their customer service is. When I called them they said that this is a business line and I should have never been given this number. Very rude. Said to call regular customer *******/5 I called the customer line and they said that they never responded because my claim number wasnt in the subject line. My original subject line message was requested receipt. So I sent the receipt with the claim number in the subject line and have not heard from them since. My couch has been in disarray for over two months and stinks. You can not wash stuffing and foam in the couch and the back panels do not remove.

  

  Business Response

  Date: 11/03/2023

  W do apologize for the delays.  Our records show that the claim was processed and there is an appointment scheduled for 11/16/2023.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20780608
  
  I am rejecting this response because:

  The company they are sending out to me does not have a weekend available until December 9th. I requested a Tuesday afternoon for a technician, because I am off Tuesday afternoons, and they will not schedule a specific time. They contacted me this morning and said they will only come in the morning between 8:30 and 11:30 on the day that I requested an afternoon.  I will not take off from work and lose even more funds than I have already from purchasing this warranty. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/20/2023

  We can have our field services team see if they can find another technician in your area that *** be able to accommodate an earlier weekend or Tuesday afternoon.  If there are no other technicians available in your area there is nothing further that we can do. Technicians are independent contractors and they set there own schedules.

• Initial Complaint

  Date:10/24/2023

  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.

  In August 2023 my lift chair stopped working. August 14 I filed a claim under my warranty. On September 1, I was told a technician would contact me for an appointment. On September 15th a technician came and said he would have to get parts and someone would be in contact. I got an email from Guardsman on September 18th which talked about the technician was not able to make repairs and that I would be hearing from them with a resolution. As of today, October 24 I have not heard back from Guardsman at all. My lift chair has been inoperable since August, I am a housebound disabled senior who is now confined to my hospital bed since the chair malfunction. I paid extra for a warranty to help insure I would have the equipment I need to function. With the very limited customer service phone hours, I have stayed on hold for as much as 1 hour 47 minutes with no answer because the customer service hours were over. This is very unsatisfactory treatment for a national company. I would like to know what the resolution is and when it would happen.

  

  Business Response

  Date: 10/25/2023

  We do apologize for the delay.  Technician reports are processed in the order received and are currently being reviewed within ***** days from the technicians visit.  We have forwarded your information to the appropriate department and asked that they expedite this request.  Someone will be in contact with you in the next ***** hours.

  Customer Answer

  Date: 11/06/2023

   
  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.
  I would like to let anyone who is having issues with this company that they are horribly slow to respond and have very limited customer service hours. It took my report to BBB to shake them up. 

  I am satisfied with the resolution. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/24/2023

  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 a protection plan with this company and submitted a claim in March of 2023 which still has not been resolved. I have made multiple phone which result with me being on hold for over a hour. I have been trying to get this resolved but I can not get a hold of anyone who can tell why it has been 7 months and this claim has not been resovled.

  

  Business Response

  Date: 11/03/2023

  Our records show that the Retailer ordered the parts for the correct piece of furniture and they were shipped to your home on 10/31/23. We also show that we left  a voice mail for you today advising of this.  Once you receive the parts please contact Guardsman so that we can get a technician hired to install the parts.