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

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

• 

  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:10/03/2023

  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.

  Their marketing is purposefully misleding.Guardsman plan was sold to me along with my purchase of outdoor furniture from Chair King. The nice brochure said it covered rips/cuts/*****. When I made a claim about a rip from the dog, they denied it under their "misuse - animal damage" section. In fact, every possible cause possible cut/tear/burn is excluded from their coverage. The brochure also says that they cover ***** and heat marks, but then the exclusions say that they do not cover such *****/heat marks that are caused by fire. What else they be caused by? Their exclusions are very broad and basically dis-qualifies all damages they claim to cover on their brochure. They are misleading consumers grossly and unconsciencesly

  

  Business Response

  Date: 10/09/2023

  The Guardsman protection plan is designed for consumer caused accidents from a single incident or accident. We service many claims for rips/tears/punctures and *****.  There are many types for ***** not caused by an actual fire. I.E. cigarette burn, ***** from an ember from a fireplace.  The terms of the protection plan do allow for a pro-rated refund.  In order to process the refund request we would need a copy of the itemized sale receipt. The sales receipt must include your information, the Retailers information, the purchase or delivery date, the furniture that was purchased and the Guardsman Protection Plan purchase. This sales receipt can be mailed to 

  Guardsman

  PO Box 88010

  ************ ** 49518

  Please be sure to reference your claim number 12378741 when sending this in.

• Initial Complaint

  Date:09/29/2023

  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 Aug26 2023 a technician came to look at some small stains and said he couldnt clean it if we didnt know what type of stain. He left. I tried calling this company all week. On hold for more than an hour or more transferred me to the ********************* held on for over an hour for the past 3 days no one ever answered the phone. Today someone answered after 40 minutes and then the person hung up. I would Like to cancel my 5 year contract and get a refund difference from the contract date of 2/10/21. They can mail me a check. This company is a big scam and find no resolutions to clients issues. Ive never had some terrible service from a company. I do not want to have any more dealings with them. Thank you in advance. *****

  

  Business Response

  Date: 10/06/2023

  Our records show that we spoke with you on 9/29/2023. We are currently waiting for the Retailer to send over the sales invoice.  Once we receive that we will contact you with next steps.  The terms of the protection plan do not provide for a refund of the protection plan.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20674713
  
  I am rejecting this response because: How would you know what the plan is without seeing it. I confused as why you would say my plan is rejected. You guys are worthless and do not provide services that your client are paying for. I want a refund of whats left on my contract immediately. You also mention it would only take a couple of days to get this from Furniture Land. Its been a week now and no updates or words which Im not surprised since the hold time is almost two hours to get through. Just send my refund and Ill be satisfied that I dont have to deal with this company any longer. Until then Ill reach to all public sources. Thanks in advance!
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/11/2023

  We have an electronic file from the Retailer showing us what protection plan was purchased.  Refund eligibility is based on each state regardless of what plan was purchased. We are currently waiting for the physical invoice from the Retailer.  Once we receive the invoice we will contact you with next steps. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20674713
  
  I am rejecting this response because:
  How long does it take to get an invoice. Its been over 2 weeks now with no satisfaction. A reputable company would have this information on file. This makes no sense. My thought is you keep coming up with excuses and Im tired of it. You are the worst company Ive ever dealt with. Send me my refund!!!!
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/11/2024

  Our records show that the refund of the plan was issued on 12/31/20232 and the following email was sent on that day.

   

  rom: ************ Request Followup 
  Sent: Sunday, December 31, 2023 7:08 PM
  To: ******************************
  Subject: Guardsman Service Request #******** / *******************
  
  Hello, 
  
  Thank you for your response.  We will be issuing a protection plan refund check in the amount of $659.37 made out to ******************* to the address we have on file: 
  
  *****************************
  **********, ** 28075
  
  If this information is incorrect please call the number below so we can get the check cancelled and issued correctly.
  
  You should be receiving the check within the next ***** days.  Do note that the check will be coming from ****** or Guardsman.
  
  Thank you for choosing Guardsman. 
  
  If you have any questions, please email our office or contact us at the number below.  Our hours are Monday through Friday from 10:00am to 2:00pm EST.  Please be aware that due to current circumstances we have limited employees available so our hold times may be longer than usual.
  
  Thank you,
  
  Resolution Account Manager, **********************
  An ************ Company
  **************

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20674713
  
  I am rejecting this response because:
  Until I get my refund in hand I will accept the response. Shouldnt take 30 days to process a check. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/11/2024

  There is nothing further we can do.  We have to allow time for processing and mailing.  

• Initial Complaint

  Date:09/29/2023

  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 purchased a leather sofa set from ********************** in ****** ******* and it was delivered on August 10th, 2023. Within 3 hour of sitting on it, the leather was creasing badly. I immediatelly sent an email to ****** to notify them of this issue. After several phone calls and contacting the manufacturer, it was agreed ****** would pick up the set and give me a refund. They picked up the set on September 13th, less than a month after receiving it. At the time of purchase I had purchased an extended warranty for Guardsman for $333.35. ****** told me I had to go through Guardsman for a refund. I contacted Guardsman on the 8th of September (before my set was even picked up for return) and they told me I needed to send them a letter in writing with the reason for my request for a refund and to attach my receipt. I sent them the letter the same day. Today, September 29th, I called them and was informed that my refund was declined because I had not cancelled my policy within 10 days of purchasing it. I explained I no longer have the sofa set so I should not have to pay for a warranty on something that doesn't exist. I explained it took almost a month of negotiating with ****** to get them to agree to take the set back. I was rudely told "there's nothing we can do for you". I would like to have a refund as I no longer have the sofa set.

  

  Business Response

  Date: 10/06/2023

  The terms of the protection plan state that you have 10 days after receipt of the plan to request a refund. The contract should have been provided to you by the Retailer at the time of purchase or when the furniture  was delivered. 
  it also states that you would be eligible if the furniture is not delivered within 30 days, but you lose that right if you accept delivery after 30 days. The request for a refund would have been submitted no later than  7/10/2023 or 8/20/2023 to be eligible for a refund.

   

  In *******, ********, *******, *****, ************, ************, *********************, and ******* the
  following cancellation rights apply :
  Buyer's Right to Cancel (these rights do not apply to residents of ******) :
  You may cancel this contract from the day you enter into the contract until 10 days after you receive a copy of the contract.
  You do not need a reason to cancel. If you do not receive the goods or services within ***************************** the
  contract, you may cancel this contract within one year of the contract date. You lose that right if you accept delivery after
  the 30 days. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20674324
  
  I am rejecting this response because: the furniture I received was defective and was sent back to the manufacturer. There was a lot of correspondence back and forth from the day I received the sofa set, between the supplier, the manufacturer and myself regarding the defects in the sofa set before a decision was made by the supplier that the furniture would be returned and I would get a full refund.They only pick up and deliver furniture once a week so I had to wait for them to pick up the furniture to be sure that I was getting a refund and that this case would be closed. As soon as I knew they were picking up the furniture, I immediately contacted Guardsman to notify them of the issues I had with the sofa set and that I was no longer going to be in possession of it as it was being returned to the supplier/manufacturer. 

  I paid for a warranty for a sofa set I no longer own due to a manufacturers defect. I should not have to pay for something (a warranty) I will never use because of something that was out of my control. It was a manufacturers defect and the retailer/manufacturer agreed to take back the set and refund me. I would like to get a full refund for the warranty I purchased as I no longer have the sofa set because it was returned to the retailer/manufacturer because it was defective. I had asked the retailer to refund me for the warranty and was told I had to deal directly with Guardsman which I have done. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/11/2023

  There are plan specific terms for refund eligibility.  The plan is not eligible for a refund from Guardsman.  Please refer to your service agreement for specific refund eligibility.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20674324
  
  I am rejecting this response because:

  I received defective furniture from the manufacturer and from the day I received my sofa set, I was in touch with the retail store I purchased them from to try to deal with the issues. It took a while and eventually I had to deal with the manufacturer who agreed there was an issue and they then communicated with the retailer to give me a total refund. I was not able to cancel my policy with Guardsman because I wasn't sure what was going to transpire with the furniture until a decision was made by the manufacturer and the retail company. As soon as the decision was made to send the furniture back to the retailer/manufacturer, I immediately contated Guardsman to let them know I would no longer be having the furniture and requested a refund.  I don't understand why I need to pay for a warranty on furniture that was returned to the manufacturer, regardless of the time frame. As I explained above, the only reason I did not try to cancel my policy sooner was because I was waiting on a decision from the manufacturer as to whether or not they were going to have me return the furniture for a refund. I have paid for a warranty for furniture I no longer have which doesn't make any sense. I'd still like to have a full refund for this warranty.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/29/2023

  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 just moved in my apartment with two kids under 5 and purchased a bunk bed on April 15 2023 for 919.19$ . Delivery came 4 days later than expected. 12 screws was missing and I had to go purchased them elsewhere. **** 17th my son was climbing down and the handle snapped in half causing him to bust his head. June 19th I filled a claim. AUGUST 30 I finally got in contact with someone via email (*******) and was told there was NO UPDATE STILL!! September 6 after I emailed her again she told me they dont have my item no more and I had three options. Keep the bed. Get a 275$ check or store credit for a repurchase. However with the store credit I have 60 days to use it. I brought a whole bedroom set same wood same color to go with the bed and they do dont have it. Of course I looked for other ones but its either a 3 bunk bed (too big) and/or have a ladder with my kids are not ready for. Now theyre telling me my only option is store credit which doesnt makes sense if I cant reorder what I had. I cannot afford anything more. *** asked to speak to a supervisor havent spoken to one yet. So Im filing this claim to see Justice if not I believe I have a case.

  

  Business Response

  Date: 10/06/2023

  The terms of the protection plan state if the item is no longer available a store credit for the original purchase price will be sent to the store where the furniture was purchased or a settlement may be offered. The settlement is at our discretion. The ************ available are a settlement for $275.00 or store credit for $919.19.  We do show that we spoke with you on 9/21/2023 and advised you of this. 

• Initial Complaint

  Date:09/28/2023

  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.

  I filed a timely claim and sent the receipt. I have followed up a number of times and cannot get anyone to respond. I have now been holding over 30 minutes after being transferred from customer service to (supposedly) the claims department.

  

  Business Response

  Date: 10/05/2023

  We do apologize for the delay. Our records show that we spoke with you on 10/4/23 and the claim has been processed.  You should hear from a technician in the next few days.

• Initial Complaint

  Date:09/28/2023

  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.

  We contacted Guardsman about the motor in our loveseat recliner not working. The chair is an electronic recliner but both sides stopped working. You push the button and it doesn't recline. Guardsman sent out a tech after about 2 months of contacting them and when he came, he said he didn't have a motor. I contact Guardsman again after we didn't hear back and they sent an email stating due to Covid, which has long been over, they were behind. I emailed them again that I was contact BBB and I got no response. I tried calling this morning but no answer. I just want my recliner fixed.

  

  Business Response

  Date: 10/05/2023

  Our records show that the purchase order for the switch was sent to the Retailer on 7/31/2023.  Any questions regarding the part would need to be directed to the Retailer.

• Initial Complaint

  Date:09/26/2023

  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.

  Guardsman came out to inspect and attempt to fix a stain/discolor issue for our wooden dining room table. Guardsman was not able to fix it. We were told that someone would call us for the next step. No attempts were made to call us. When we called back we were told that the request was closed and that we had to open a new request (They told us this.). When we opened a new request we were denied stating we opened the request to many days past the incident date. Their business model is setup to make filling claims almost impossible. Unethical to say the least. They have customer service only open 2 days a week which you will wait at least 2 hours to speak to someone only to be passed to another representative, which you will have to wait another 2 hours only to be given the run around again. This isn't an oops they have intentionally set this up to make it difficult and next to impossible to get a claim completed. I am also filling a complaint with my state's Attorney General.

  

  Business Response

  Date: 10/02/2023

  We do apologize for the confusion between the two claims. Our records show that we spoke with you on 9/26/2023 and a purchase order was sent to the Retailer to replace the table.  Any questions regarding the replacement should be directed to the Retailer. 

   

  From: Guardsman Consumer Options 
  Sent: Tuesday, September 26, 2023 1:58 PM
  To: **********************
  Subject: Guardsman Service Request #******** HAVERTYS
  
  Good afternoon,
  
  Per our conversation, a request was sent to Havertys to replace your dining table.  Your retailer will be contacting you within the next 10 business days regarding your replacement.
  
  
  Thank You,
  
  Resolution ************************************************* Center
  An ************ Company
  ************

  Customer Answer

  Date: 10/02/2023

   
  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:09/25/2023

  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.

  In August, I filed a claim for a "chip" on the footboard of my bed. We purchased the "Gold Complete Plus Furniture Protection Plan" which clearly states that "a scratch, *****, or chip is covered under "Accidental damage". We received a email on 8/21/23 that reads: 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. Now, on 9/11/23 the response reads: Thank you for submitting your claim to Guardsman. We have carefully reviewed the information that you provided and compared that information to the coverages and exclusions of your Guardsman Protection Plan.The information below provides a description of each item for which you filed a claim, along with an explanation for each item. Based upon the information that you provided, your claim is not eligible for service for the reason(s) below:Bed-King - Chip-Wood - The damage you reported is not covered by your protection plan. Please refer to the section of your plan titled "What is Covered." In some protection plans, this can be found in section 6.We encourage you to refer to your protection plan for complete information about coverages, exclusions, service procedures, and the length of coverage.When the technician came out he stated he could fix the issue, but they had to approve it. He was not sent out to "repair my chip". Now in one email you said he couldn't repair then in the other it doesn't qualify!? Attached is the protection plan and the chip that was reported. I have called several times since 9/11 and have yet to speak with someone. The hold time has been over 2 hours every single time. I called today, 9/25 and have been on hold for 2hours and 15 mins and still counting. BTW, I read section 6 and it does not apply to this.

  

  Business Response

  Date: 10/02/2023

  The Guardsman protection plan is for damage caused by a specific incident/accident.  The technician photos show that there is an accumulation of damage/wear on the footboard.  Per section 7.4.5 this is not covered under the protection plan. If you have any additional questions please contact the service center at ************.

    

• Initial Complaint

  Date:09/24/2023

  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.

  We purchased a 5 year Guardsman protection plan for dining room chairs that we purchased on 9.23.2021 through Overstock, that is has now been purchased and is identified as Bed Bath and Beyond.Our chair broke, and we submitted a claim request on 8.9.2023 with Guardsman. From them we have been having to constantly chase them around to get our claims processed. We have sent over 8 emails, and have spent hours on the phone with them. Then we were sent to a separate customer resolution line that is only open short hours, and we have waited on hold over 2 hours 3 times without being able to talk with a representative. We then sent another email asking for our case to be escalated again and for us to be contacted, but they have not even responded. Our chair is covered under the active warranty, and their staff have already verified this. We were told there was an issue with them not recognizing the switch from Overstock to Bed Bath and Beyond... We gave them receipts, snapshots of our transactions, and even our original account and email receipts. They are still delaying our claim, which is only supposed to take 2-3 days for resolution.

  

  Business Response

  Date: 10/02/2023

  We do apologize for the delay.  We show that your claim was assigned to our Resolution team as the damage reported does not appear to be repairable.  Claims are worked in the order the received an due to an unusually high volume of claims are currently taking ***** days from the day they are sent to the team to be worked.  We have forwarded your information to the appropriate department to see if the claim can be worked sooner.  The resolution department answers incoming calls from 10am-2pm Eastern Time Monday Friday to allow the team time to process and update requests.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20650006
  
  I am rejecting this response because this complaint has been active since August 12 when the claim was first submitted through the site. Since then we have had to have numerous calls and emails, and to simply redirect us back to the process that is already not working and without any escalated resolution in not satisfactory.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/09/2023

  Our records show that the purchase order to replace 4 dining chairs was sent to the Retailer on 10/4/2023. We also show that we emailed you this information on 10/4/2023.  Any questions regarding the replacement should be directed to the Retailer.

  
  From: *********, Elba 
  Sent: Wednesday, October 4, 2023 4:15 PM
  To: **************************
  Subject: GUARDSMAN# ********-OVERSTOCK
  
  Hi,
  
  We apologize for the delay in resolving your claim for the Dining Chair.  We are not able to repair the damage Guardsman will be sending over a purchase order to the store to replace the set of 4 Dining Chairs (as Overstock sells them by set). 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 set of 4 Dining Chairs with the new set of 4 Dining Chairs . Upon delivery of the new set of 4 Dining Chairs Overstock DOES NOT pick up the old. The new set of 4 Dining Chairs 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
  **************

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20650006
  
  I am rejecting this response because this is not a full resolution or warranty solution. At this point, we would like a full refund for the chairs, as our warranty is through Guardsman. We do not want to have to deal with Overstock and then get 4 additional chairs, and pay for shipping on top of that.

  With the amount of delay we have experienced with the lack of customer service from **********************, this is unsatisfactory

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

  

  Business Response

  Date: 10/11/2023

  The terms of the protection plan do not allow for a refund for the furniture.   The store credit is the only available option. 

  Customer Answer

  Date: 10/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a store credit is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: We are attempting to resolve incomplete resolution to claim ********, with Guardsman - Overstock order *******. Our complaint reached resolution where they agreed on 10-11-2023 to give us a store credit for the cost of $714.95, but we have yet to receive the credit and they have once again stopped responding to outreach communication attempts.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/20/2023

  The purchase order to replace the chairs was sent to the Retailer on 10/4. Any questions regarding this would need to be directed to the Retailer

• Initial Complaint

  Date:09/23/2023

  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 have a warranty thru Guardsman. They took over a month to get someone out and no parts had been shipped. Repeated calls to them have proved useless as they don't answer or call back. I have a broken motor on a recliner that needs to be repaired! Their customer service is deplorable. Based on many other calls, I see this seems to be a common problem with this company! And how can they have an A+ rating with the BBB? I believe that is being falsely reported!

  

  Business Response

  Date: 09/29/2023

  Our records show that the following email was sent to you on 9/28/23.  Once we receive the requested sales receipt we can move forward with the claim.

   

  Sent: Thursday, September 28, 2023 4:01 PM
  To: *****************************
  Subject: GUARDSMAN# ********-***** FURNITURE
  
  Hi,
  
  We apologize for the delay in resolving your claim for the Reclining Sofa.  We are in need of ************* of the sales order to be able to order the left side facing motor for the Reclining Sofa.  Please reply to this email with a legible copy of the sales order the one on file is too far and we can't make it out when we enlarge it.
  
  Thank you,
  ****
  Claim Specialist
  Guardsman
  PO BOX 88010
  ************, ** 4512
  **************

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20645592
  
  I am rejecting this response because: I sent them a second copy after they had the first copy for two months! I deem their reply nothing more than a stall tactic! I have since been contacted by a local company that does the subcontracting work for them. They indicated they are also experiencing problems getting answers. If my first copy of my receipt was not readable, why did it take them 2 months to ask for another copy? Unless you guys light a fire under them, I'm not sure we'll make much progress anytime soon! Thank you to the BBB for assisting!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/09/2023

  We have forwarded your information to the appropriate department.  They will be in contact with you wihtin the next couple of days.