Complaints

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

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• 

  Guardsman

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

  
• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

• 

  Guardsman Furniture Pro of NY

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

• 

  Guardsman Furniture Pro

  9030 Red Branch Rd STE 101 Columbia, MD 21045-2116

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:10/24/2023

  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.

  I filed a claim and after months, received a request for a receipt. It was submitted on 8/2. An email was sent to the same email the receipt was sent to on 9/22 asking for a follow up. The response was that the 8/2 email was never received and may have been sent to the wrong email. That is impossible, as I replied to the same sent email and received a response. I heeded their request to resend the receipt. I hear nothing. Sent email in october, no response. Call today and told that it was denied due to not being sent in timely. Not only that, but I cannot even speak to someone about it, even though the rep on the phone agreed she saw my email with the screenshot demonstrating the first email was sent. I forwarded the original August 2nd email to the reconsideration line. I fulfilled all of their requests within the time frame and can demonstrate it factually with email records. This company is clearly in the business of collecting up front and lying to not have to pay out claims. Look at the other reviews. It is amazing a class action hasn't been taken up yet - as this company is IGNORING THE ***** OF THE WARRANTY. It is not ONLY the consumer that must adhere to the terms, but the company as well, and the company is violating the terms of the agreement by perpetuating fraud. WHATEVER YOU DO, DO NOT BUY A GUARDSMAN PROTECTION PLAN. IT IS A SCAM.

  

  Business Response

  Date: 10/25/2023

  The sales receipt was sent to a "Do not reply" email." in the body of the email it provided the email address to send the sales receipt to. As a one time courtesy we have overturned the denial on this claim. A technician will contact you within a week to schedule an appointment. 

  Begin forwarded message:
  

  From: **************************************

• Initial Complaint

  Date:10/23/2023

  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 an adjustable frame from Mattress Warehouse in 2019. I also purchased the extended warranty through Guardsman. This has been my first experience with the claims process and I will never purchase Guardsman extended warranty coverage again. I submitted a claim (#********) on September 11th because I was having an issue with the frame. The frame would be moved into an adjustable position, but then begin to make a ticking noise and convert back to being flat. The frame was doing this over and over again. A technician came out to my home, replaced one aspect of the motor, but whatever work he did left the lower half of the adjustable base sagging toward the floor. Currently, the lower half of the frame makes the ticking noise and over-extends to the ground when you select the flatten bed option. This was not occurring before the technician did any work to the bed. The technician tried to say that the legs of the bed were uneven and they there may be a second motor for the lower half of the frame, but again, this was not an issue before. However, I trusted the claim process and that the technician would order the parts he claimed that I needed and return to correct the issue. It has been weeks with no word from anyone. Every time I call, I am on hold for an hour or longer to no resolution. The individuals who do answer will rudely transfer you to another department as if they do not want to be bothered. In the meantime, my spouse and I are sleeping on a frame that sags downward towards the ground every night. Every night, we have to push the very expensive tempurpedic mattress back onto the frame because it is sliding off. It seems like the money paid for an extended warranty is not being utilized to ensure that someone can actually complete the claims process. If my frame remains broken by the end of this month, I will file a small claims suite against the registered agent, *****************************, for the full cost of a replacement frame.

  

  Business Response

  Date: 10/27/2023

  Our records show that a purchase order was sent to the Retailer on 10/26/23 to replace the adjustable bed base. Any questions regarding the replacement should be directed to the Retailer.

• Initial Complaint

  Date:10/20/2023

  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.

  Company: Guardsman Policy# ******** Sold By: ********* Home Furnishings Cost: $332.00 Claims Filed 10-06-2022 199608666-********-11386391 199609542-********-11386391 This policy was purchased on a sofa and a recliner on 12-01-17, expiring on 12-01-22. Claims were filed on both items on 10-06-2022 and Guardsman sent a tech out on 11-7-22 to take pictures of pet damage, which is covered under the policy. I was told at that time to be patient; the company was slow and it would be after the 1st of the year before I would hear back from anyone. I waited, then tried calling the company off and on through 9-19-23, waiting up to 1 hour 14 minutes, and never getting off hold. I finally sent an online inquiry to Guardsman on 9-19-23 and received the following response on 10-22-23: "Management has reviewed the claim for the Sofa and Recliner submitted last year in 2022. The protection plan has expired on 12/01/2022 since the service technicians visit back in 11/07/2022. If the service technician didnt complete the repair as you mentioned on your email inquiry you never reached out to us until now. Unfortunately, the protection plan has expired there is nothing further for us to do about this claim." I responded by pointing out that 1. the claim was initiated before the policy expired, 2. I was told by their employee to wait until after the 1st of the year to follow up (which automatically put it after policy expiration), and 3. it was not my responsibility to ensure that Guardsman employees did their job. I have not heard back from Guardsman and I can only conclude that they intended to defraud me from the start, hoping it would be too much trouble for me to pursue the issue legally. I know there isn't much money at stake, the policy cost was $332, but having a business so blatantly and cavalierly abuse a consumer's trust should NOT be ignored. Thank you in advance for any assistance you may be able to provide.

  

  Business Response

  Date: 10/25/2023

  Our records show that the technician was in the home on 11/7/2022.  The next contact we have from you was an email sent to us on 9/18/2023. Th terms of the protection plan state that you must notify Guardsman within ******************************************************************************* damage to your furniture.  There is nothing further we can do for this claim.

   

  5.1.2. Step 2. Technician Assessment and Service: If You submit a claim form and a technician may be able to provide service to repair the covered stain or damage,
  We will send an authorized technician to assess the stain or damage and perform repairs if the technician determines that the stain or damage can be repaired. All
  repairs will be performed in a professional and workmanlike manner. If the technician's service does not repair the stain or damage to Your furniture, You must
  notify Guardsman within 30 days of when the technician serviced Your claim.
  

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20761518
  
  I am rejecting this response because:

  In talking to the service provider, he specifically told me to wait to hear from Guardsman not to call them. I was told he would give them the pictures so they would know he could not repair the furniture. He said I would be contacted by Guardsman on what to do next and not to worry if that contact wasnt until after the first of the year. In my mind, that satisfied the notification required in 5.1.1. I was doing as I was verbally instructed by a representative of Guardsman. Once I did try to contact Guardsman, it was so difficult even more time had passed before I finally realized there was no way I would ever get anyone on the telephone and found a text option. They responded to that in a week or so.
  
  I see the issue as two-fold. One is my naivet at taking the technician and his direction at his word. He was,after all, there representing Guardsman, thus satisfying the policy's notification requirements. And second, Guardsman not standing by what their employee told me and looking for a way to not honor the policy.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/20/2023

  As previously advised per the terms of the plan if the technicians service does not repair the stain or damage the customer must notify ********************** within 30 days. Guardsman was not contacted for almost a year after the technicians visit and the plan is now expired.  We are unable to service this request.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20761518
  
  I am rejecting this response because: A representative of Guardsman gave me, the policy holder, instructions that were contrary to the instructions in the policy. Guardsman should standby the information and directions provided to the policy holder by their representative. The fact that Guardsman continues to ignore the part they played in this whole thing is a big indicator that they aren't willing to take responsibility for their employee's/representative's actions. I find myself asking if they directed their representatives to tell policy holders to wait before following up with Guardsman? Is this a tactic to avoid satisfying the policy? If this isn't an intentional act of avoidance, Guardsman should develop guidelines or hold refresher courses on what should or should not be said to policy holders. Not just say No, the poiicy is expired! So, no, I'm not satisfied with Guardsman's response.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/13/2023

  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 purchased 2 chaise lounges ($1350) and a 5 year warranty ($120) in May 2022. The quality of the product after 1 summer was terrible. The fabric faded, the zippers and seams tore after one washing. The wheels fell off the chaise. I had photo proof and called Guardsman for help. The customer service agent told me how to file the 2 claims early Sept. I didn't hear anything back from anyone. I called again 10/13 to follow-up and was told the claims were denied b/c they were too late (although I used dates the original customer service agent gave me). During the call to *********** I was frustrated, but never raised my voice, swore, etc. The customer service agent interrupted me multiple times and then said b/c I was frustrated she was terminating the call...this was after being on hold for 25 mins. I called a new number *********** and asked to speak to a manager. I was transferred to what I do not believe was a manager. I had provided all of my information and then he began interrupting me telling me (without any info in front of him) he wouldn't be able to do anything to help me. I asked him to stop interrupting me so I could explain my situation and he ended the call. Guardsman needs to employ new customer service agents. I am 100% confident the damage is covered under the plan I paid $120 for and it's within the correct timeframe. I wasn't asking for a refund on the chaise, but I do want a refund on the warranty since they aren't honoring it and they have hung up on me twice. I hope that their corporate headquarters listens to the calls and fires the people who treat customers this way.

  

  Business Response

  Date: 10/18/2023

  We are sorry that you feel that you were treated poorly when speaking with the agents.  We will review the calls and provide coaching to the agents as needed.  The protection plan does not provide coverage for broken zippers and fading/discoloration or quality issues. In addition,  the terms of the protection plan state that any stains or damage to the furniture must be reported to Guardsman within 5 business days of the stain or damage occurring.  Guardsman was contacted on 9/7/2023 and the claim forms state the damages occurred on 8/1/2023. We are unable to service this request.  The terms of the protection plan do not provide for a refund of the plan.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20733726
  
  I am rejecting this response because: it's not accurate. The date in the system complaint must be inaccurate because I reported the issue within 5 days of it occurring. And I told this to 2 of the total 6 people I spoke to between Overstock, Guardsman and Bed Bath & Beyond. Two of the 3 agents I spoke to at Guardsman HUNG UP ON ME because they were not okay that I was a frustrated customer. They are a CUSTOMER SERVICE agent...their job is to help the customer. I never yelled, swore, called names...NOTHING inappropriate warranting the termination of a call. Had they remained on the call long enough we could have worked this out. These 2 chairs are HORRIBLE quality. When I spoke to Bed Bath & Beyond (the company who purchased Overstock) they agreed this shouldn't have happened...the product quality should have been better and I should have been treated better, but they can't resolve the issue. I would like at least a partial refund so that I can pay to have the chairs FIXED since the wheels are unstable and I have to have the cushions and covers replaced. I purchased a WARRANTY - having the chair and the cushion fall apart should be covered. They are trying to get by on technicalities to not have to stand behind the warranty. It's horrendous that they sell such bad products and then hang up on customers who want it handled. No wonder they had to be purchased! I am not okay with this resolution because it's NOTHING. They aren't resolving the issue. I am glad they will be coaching the people who hung up on me - if that actually happens.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/20/2023

  There was no error in the system.  Guardsman received a phone call on 9/7/2023 to report the damage.  The claim form that was submitted says the damage occurred on 8/1/2023. Before a claim can be submitted it must be verified that information provided is accurate. The terms of the protection plan do not provide for a refund of the plan.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20733726
  
  I am rejecting this response because: as I said, in my prior response, the date indicated is not accurate and I told this to the three different people that I spoke to on the phone two of which hung up on me I was guided directly by a customer service agent on how to fill out the form I reached out immediately after noticing the defects in the product Within 48 hours The issue here is a poor quality product which is not guardsmens fault but the horrific customer service and being hung up on twice by two different **************** people is absolutely ridiculous 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/09/2023

  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.

  Guardsman looks for any excuse to NOT fulfil and abide by its own furniture protection plan. In summer 2020, I bought their 5-year "Gold" furniture protection plan along the purchase of multiple new furniture. 3 years later, last June, I filed a claim re: a couple superficial chips and stains on a wood dining tabletop, damage explicitly covered in clause 6.2.4 of the protection plan. Claim # ********. A few weeks later, a technician comes to examine the damage. He shows up with no tools but a phone, takes few photos of the entire table and says he can't perform a repair on the spot and that I'll be contacted later. Suspicious behavior!I get a week later a rejection email from Guardsman claiming there are other (unnoticed by me) "damages". Though they are unrelated, my own claim re: a specific wood chip is rejected due to other "wear and tear" of the wood table. Following this unacceptable rejection of coverage, I try to call customer service but the relevant department is only available ****************** between 10am and 2pm EST! Basically a non-existent "customer service"!After numerous attempts and long hours of waiting time on the phone, the representatives can only repeat the email contents. The escalation department I asked for states the same though I clearly specify I'm only looking for the repair I filed a duly covered claim for.Having exhausted all company avenues, I am looking for a recourse of Guardsman denial of service and have the covered damage be repaired.

  

  Business Response

  Date: 10/11/2023

  The protection plan is for damages caused by a specific incident or accident. The claim form does not report any accident that caused the damage. The technicians report shows there is an accumulation of damages.  We are unable to service this request.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20717196
  
  I am rejecting this response because the claim refers to one very specific damage on a very localized part of the dining table top, not the entire table. The response from Guardsman keeps repeating the same excuse, hiding behind other 'wear and tear' of the overall table. No one can expect an immaculate state of a piece of furniture after 3 years of usage!

  The comnpany is obliged to honor their policy clause 6.2.4 related to one isolated incident on a very specific part of the furniture. Otherwise, their coverage policy is entirely misleading and would be considered a 'false sale' where any unrelated side damage would serve as an excuse for not serving their obligations. Unacceptable!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/24/2023

  We have no new information to provide.  The protection plan does not cover damage from normal use.  The overall condition of the table has an accumulation of damages which is also not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:10/09/2023

  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 claim on damage to my couch done by my dog in APRIL. In July, a technician came to take pictures of the damage, which included damage to my detachable cushion and the cushion that is attached to the back, which cannot be removed. He took pictures and on SEPTEMBER 11th, I got a receipt for the products that were ordered. The receipt was for parts for the DETACHABLE cushion but made no mention of the damage for the cushion that doesn't detach. So, I called but their department is open only TWO DAYS A WEEK and on those days, the wait times are well over an hour. I have 3 kids and work 40 hours a week and attend college classes- waiting that long is hard. but I attempted to call them for SEVERAL weeks with no success. So, i just filed a second claim highlighting only the damage done to the cushion that doesn't detach thinking that maybe they will see it and include it with the initial claim, but that claim was DENIED stating that I don't have pet damage under my warranty (which I do- i filed under pet damage for the original claim that was approved). I called again 10/9 to a different department where I was transferred THREE times before being placed on hold for AN HOUR AND A HALF before someone answered then, the rep placed me on a half an hour hold while she gathered information On October 9th ALONE I was on hold for two hours in total. So, I filed my claim SEVEN months ago and still nothing. The damage has gotten considerably bigger since this is our main couch and I mentioned I have 3 kids. We've had blankets covering the damage trying to keep the remaining foam from getting loose. I have literally never had worse service from a company before in my life. I cannot get ahold of anyone that can help, I have spent countless hours on hold trying to get in touch with someone and I've had a destroyed couch for 7 months.

  

  Business Response

  Date: 10/11/2023

  The terms of the protection plan allow for one time animal damage.  The original claim submitted did not report damage on the back cushion only the seat cushion.  The one- time animal damage was fulfilled when the claim for the seat cushion was submitted.  The chaise unit is no longer eligible for service for animal damage.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20713733
  
  I am rejecting this response because: while I did eventually get a response from an agent as to why my second claim was denied, your response failed to take any accountability as to WHY it took 8 months for me get that information. I accept the terms of my warranty but there is no reason why I had to wait on hold for countless hours over the course of several months to be able to get a rep on the phone. Additionally, my approved claim was approved in April and I STILL DONT have my replacement part which you approved. The fact that this department is only open two days a week, with wait times over an hour is insane. I called the place that employs the technician that you sent out, and then even said they absolutely hate doing business with guardsmen because their customers can never get ahold of them and it takes them so long to order replacement parts. 

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

• Initial Complaint

  Date:10/09/2023

  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 purchased a sectional at Havertys and I bought the Guardsman's Furniture Protection Plan. I was not aware that I could not get a refund or once I filed a claim that I only have 30 days to respond. My furniture got ripped and I notified Guardsman's and they claimed that I did not respond in a timely manner. The customer service department was aware of my notification, because I had to have them mail me twice a form, because they kept telling me that they did not receive my email. After mailing the forms back twice then they stated did not receive the forms on time. Then after they had me write a letter they still refused to fix my furniture, so then I asked for a refund and was told that I could not get a refund. Tell me when can't you get a refund back if you are unhappy with the service. My furniture still isn't fixed and I am wanting my refund.

  

  Business Response

  Date: 10/11/2023

  There are plan specific terms regarding refunds. The terms of the protection plan do not provide for a refund for residents of **************.  Please refer to section 2 on page 4 of the protection plan for refund eligibility.

• Initial Complaint

  Date:10/06/2023

  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 purchased a furniture warranty with guardsman and paid the price for their insurance. I need a replacement for my sofa and its been over a year since i contacted the store the store asked me to call guardsman and they did not do buisness with them anymore so i was ok with that it has been since august 2022 i made a claim with them Claim ******** and it took forever to hear back from them. I sent a message via their website until they finally sent someone to call me. The guys asked for pictures or whatever so i did (attached) ans said they would replace my sofa. It is been over 3 months and I have neveard heard back from them to ***** my replacement. I have sent email after email and nothing seems to work. My sofa does not have a physical damage so it is eligible for replacement and the guys on the phone confirmed it so what is so hard for them to ***** their side of the deal? To which i paid for?? I need my sofa replaced, please help me

  

  Business Response

  Date: 10/11/2023

  Our records show that a work order was sent to the technician on 10/5/2023.  If you have not heard from the technician by 10/12/2023 please contact the service center at ************ Mon-Fri between the hours of 8:30am-6:00pm EST.

• Initial Complaint

  Date:10/05/2023

  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 five year warranty . Filed a claim on I believe June 10th sent in all needed paperwork, tech came out aug 7th . Was told the parts would be ordered and mailed to my house then when they arrived tech would come fix. Late September I reached out inquiring about the parts. Was told I needed to call a different department that conveniently never answers. Three days later I receive an email from guardsman stating they need a receipt from the seller showing the purchase of the sectional and they have to reach out to the seller who I believe is now out of business. Mind you I have sent all needed documents, I feel this is an attempt to not honor their warranty that I paid for. As Im writing this I have been waiting 40 mins trying to get through to guardsman. I purchased a warranty through them showed all needed documentation and they need to honor the warranty. Trying to make someone jump through hoops to get them to honor a purchased warranty is ridiculous.

  

  Business Response

  Date: 10/11/2023

  Our records show the following email was sent to you on 10/9/23. As soon as we hear from the Retailer  we will contact you with next steps. 

   

  
  From: *********, Elba 
  Sent: Monday, October 9, 2023 3:19 PM
  To: ******************
  Subject: GUARDSMAN# ********-*********************
  
  
  Hi,
  
  We apologize for the delay in resolving the claim for the Sectional. We have the copy of the sales order *see attachment* however, we are in need of the sku numbers and furniture description of each unit of the sectional to be able to finalize your claim.  We have emailed the store a copy of the sales order in hopes they can provide us with what we need.  As soon as we have an update we will follow-up with you.
  
  Thank you,
  ****
  Claim Specialist
  Guardsman
  PO BOX 88010
  ************, ** 4512
  **************

• Initial Complaint

  Date:10/05/2023

  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.

  I filed a claim on 8/14/2023 claim number ********. A technician came out to fix my bunk bed and he could not fix it. Guardsman offered a settlement offer of either a $175.00 payment direct to me or a store credit of $884.99. I took the store credit and I received a confirmation of that on 9/21/2023. I contacted overstock today to followup per the email from Guardsman on 9/21/2023 - they have no idea what I am talking about at all. I only have until 11/21/2023 to use this credit per the email and ********* has no record of any credit. I want this issue resolved

  

  Business Response

  Date: 10/09/2023

  Our records show that the purchase order was sent to the Retailer on 9/21/2023 and again on 10/6/2023.  There is nothing further that we can do.  If Overstock has any questions they can contact our Retailer *********************