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 Master Finishing

  1931 Spreading Bough Ln Richmond, TX 77406-1881

• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

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  Guardsman Furniture Pro

  4157 Point White Dr NE Bainbridge Island, WA 98110-4051

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  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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:04/01/2025

  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.

  Claim Number: ******** Dear *** *********,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:Sofa/Couch - Fading/Discolored - The stain or damage that you reported has not been considered for coverage because the required timeframe for reporting the stain or damage was not met. This is indicated under the section of your protection plan titled "Requirements for ******************** In some protection plans, this requirement can be found in section 2.Sofa/Couch - Fading/Discolored - 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 coverage, exclusions, service procedures, and the length of coverage. If you feel this is an error, please reach out to us at **************.Thank you for choosing Guardsman.Sincerely,Guardsman *********************** From: No-Reply ***************************** Sent: Tuesday, February 18, 2025 11:23 AM To: Guardsman Products <***********************************************************************************>Subject: Guardsman: New submission from Submit a General Inquiry Message* My wife and I bought a couch at ********* about 3.5 years ago and we are seeing areas of wear and leather starting to crack and look bad. My wife sent in a claim a couple of months ago and we have not heard anything back. Would you please let us know what we need to do to get this corrected.I requested a refund since they will not honor the protection plan. They refused.

  

  Business Response

  Date: 04/03/2025

  We received a claim on 2/18/2025 reporting fading/discoloration from normal wear on a sofa. The photos received with the claim show fading/discoloration.  As the email that was sent to you, which you included with this complaint, states, this is not something that is covered under the protection plan. This is listed under the "What is not Covered" section of the protection plan section 7.5.3.

  After review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman.  For terms and conditions, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency.    

• Initial Complaint

  Date:03/20/2025

  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 an outdoor furniture set from Bed Bath and Beyond in 2023 with a five year protection plan from Guardsman as part of the purchase. The furniture set has since started to fall apart. All the cushions have lost their color, seams are ripped apart with stuffing exposed, the wicker is coming apart on the furniture and the fireplace starter doesn't work. All of this has been reported to Guardsman and while they acknowledge receipt of the complaint they have totally ignored us and done nothing to fix/repair the furniture. Bed Bath and Beyond has pointed us to Guardsman and refuses to help also. We paid thousands of dollars for the furniture and an additional couple hundred of dollars for this plan. And it was a total waste.

  

  Business Response

  Date: 03/21/2025

  Our records show that we have spoken with you regarding your claim and have advised that your claim has been received.  Claims are processed in the order received and you will be contacted once the claim has been processed. Due to an unusually high volume of claims the are currently taking longer than normal to process. We do anticipate your claim should be processed sometime within the next 5 days. We do apologize for the delay.

• Initial Complaint

  Date:03/19/2025

  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 purchased furniture in April 2023 from Homemakers Furniture in *********, ****. Upon purchase I was offered a furniture protection plan for $70 to cover the sectional I had purchased. My total purchase was $928.75 including the sectional the insurance plan is supposed to be covering. I went ahead and purchased it. On June of 2024 I made my first claim for some stains and to this day I have not heard back from the company. Its been almost a year and no reply. On February of 2025 I made my second claim. The furniture is starting to dethread and come apart. The zippers on the cushions have come off as well. I have contacted Guardsman on several occasions for the last 3 weeks trying to get an answer on my claim. No one is ever able to help. Representatives try to escalate my calls to get a supervisor to call back and no one ever does. The **** that I do get on the line state that they dont handle claims and the department that does, does not take calls. Ive been given the run around for a year almost and nothing is being resolved by them.

  

  Business Response

  Date: 03/20/2025

  Our records show that we received a claim on 6/12/2024 and on 6/14/2024 2 emails were sent to you,  One requesting photos and one requesting a sales receipt. We show that we spoke with you on 8/21/2024 and advised that the department you needed to speak with was closed and offered to provide their phone number and you advised that you would just call back the next day. We did not hear from you again until 2-27-2025 and again you were offered the phone number for the department you needed to speak with but you refused to take that number. We received calls on 3-5-2025 and 3-19-2025 and unfortunately the department you need to speak with is closed for phone calls on Wednesdays. We will forward the sales receipt you attached to the appropriate department, however they do still need the photos that were requested. Please see the email below.

   

  From: Guardsman NMI Follow Up 
  Sent: Friday, June 14, 2024 6:16 AM
  To: *********************************
  Subject: Service Request Number: 12434965
  
  Service Request Number: 12434965
  DEAR *****,
  We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents.
  Please upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area to our website as described below.
  1.Go to ****************************** 
  ******* on Consumers at the top of the page.
  ******* on Submit a claim
  ******* on add photos
  5.Enter your last name, zip code, and phone number or service agreement number
  ******* on add photos
  7.Upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area.
  "Stains on upholstered furniture: Along with the overall photo, take a clear photo of each stained cushion, so the entire cushion is visible from edge to edge.
  Tabletops: Looking down at the tabletop (cleared of all personal items), take a clear photo of the entire top. This can be broken into two photos if the top is too large.
  8-If you are unable to upload the photos to the website, you can reply to this email and attach the photos. Please be sure to send the photos as an attachment and not in the body of the email.
  If you have any questions or would prefer to give your answers verbally, call ************** Monday-Tuesday and Thursday-Friday between the hours of 8:30-5PM Eastern Time. Be sure to respond via either email or phone within 15 days, or your claim will be closed and ineligible for processing.
  Thank you for choosing Guardsman.
  Sincerely,
  Guardsman Service Center

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23085970
  
  I am rejecting this response because: as per the representatives I speak to every time I call everything has been received. I have uploaded the sales receipt a long with all the pictures of the furniture pieces in my claim. I am not trying to resolve the claim made in June of 2023. I am expecting to resolve the recent claim of February 2025. Every time I call to speak to someone I am told that there is no other department to contact as my claim has been received but is not being processed due to an unusually high number of claims.  I ask time and time again to speak to a supervisor but no one is ever available. Escalation of my calls is offered which should prompt a supervisor to call me but that has yet to happen. I was offered a phone number to a different department with very specific hours but that was for the June claim, which I gave up on. The email mentioned went to spam and I did not see it until today when I entered the senders email into my search bar. I apologize for that as it was lost in my junk/spam. As for that claim, the last I was told is that a cleaning kit would be sent to me and that was never received either. All I am asking, as a consumer is that you guide me in the right way and help me resolve my February claim as soon as possible. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/03/2025

  Our records show that the sales receipt and photos were received and an email was sent on 3/31/2025.

• Initial Complaint

  Date:03/18/2025

  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.

  Filed a claim with the extended warranty protection. A week passed and I did not hear anything.I called and after many attempts I finally got someone. I was finally told it could take a month to process the claim.A month to process the claim is insane. That doesn't take into account the repair itself. Do not bother giving this company your money.

  Customer Answer

  Date: 03/19/2025

  3/19/25-Heard back from them and have a denied claim.  I am trying to find out right now why the claim was denied.

  

  Business Response

  Date: 03/20/2025

  Our records show that the claim was submitted on 3-10-2025 and processed on 3-19-2025 and that we spoke with you regarding the claim today 3-20-2025.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23083794
  
  I am rejecting this response because: My big complaint is with being able to reach people at this company.  They rejected my claim on the 19th, but had to wait another day to find out why, because they didn't say the exact reason in the rejection.  Department to call is only available for a call between 8:30-2:00 on Monday, Tuesday, Thursday and Friday.  And it seems the only way to get in touch with them is via the phone.  So while they did finally process my claim, the company themselves are almost nearly impossible to get a hold of.  They need to work on getting better communication options in place.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/31/2025

  We are sorry that you had difficulties contacting the department you needed to speak with. We will forward your concerns to the appropriate parties.

  Customer Answer

  Date: 03/31/2025

   
  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:03/14/2025

  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 ticket to fix our under warranty loveseat. They sent a repairman to evaluate the loveseat, he said he was going to order the part and get back to us when it arrived. Repairman never contacted us about the replacement parts. Upon contacting Guardsman they informed me the repairman closed the order due to being fix. He never came by to fix our love seat. I explained this to Guardsman representatives several times & even refiled my claim per their request. I explained how our loveseat was never fixed & no one ever showed up with replacement parts to fix it. Ive left messages to call me back. Ive heard nothing from guardsman.

  

  Business Response

  Date: 03/19/2025

  Our records show that when the technician serviced the loveseat on 8/20/2024 the loveseat was working when the technician left the home and the technician submitted a successful report. Guardsman was not contacted again until 11/18/2024. The terms of the protection plan state that if the technicians service does not repair the damage you must notify Guardsman within 30 days of when the technician serviced your claim. An email was sent on 12/6/2024 advising the new claim that was submitted on 11/18/2024 was not accepted for service due to that 30-day timeframe not being met. We are unable to service this request.

• Initial Complaint

  Date:03/14/2025

  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 couch that is supposed to be protected by Guardsman per the plan I purchased at the time I purchased the couch. I filed a claim in Decmeber 2024. After sending them pictures and information, they determined it was appropriate to send a technician. The technician was scheduled to come between 3-5 pm, and he didn't arrive until close to 7 pm. He investigated, and determined that yes, this WAS an issue covered by the warranty and he would typically fix it on the spot, but it was a 2 hour project and he was already far behind due to being overscheduled. He said Guardsman should reach out to me soon about fixing the couch or replacing it. A week later, I got an email from Guardsman that they were overwhelmed but would get back to me shortly. Then, two months later, I get an email that says my claim was dismissed "for the following reasons" and then DIDN'T LIST ANY REASONS! Now I'm trying to get a hold of them to dispute this, but they're only open 4 hours a day 3 days a week, and I'm always placed on hold until it's time for them to close. I'm so frustrated that I purchased the protection plan only for them to not follow through and then to not even offer a reason for dismissing it.

  

  Business Response

  Date: 03/19/2025

  We do apologize for the email you received not showing the reason the claim was denied and for the delay in contacting you. The technicians report shows that the foam padding has separated from the wood frame. The foam padding is not covered under the protection plan. If you have any further questions the phone hours for the department you would need to speak with are Mon, Tues, Thurs and Fri 8:30am-2:00pm EST.

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23066662
  
  I am rejecting this response because:

  The technician arrived 2 hours late. He said that Guardsman over-scheduled him. Had he arrived on time, he said, he would have fixed it on the spot. He said he has made those repairs before. He said he would submit this to Guardsman and they would either decide a) when he would return to fix it, or b) whether they'd rather just replace the couch. I was completely blind-sided, then, to find out that Guardsman wouldn't cover it at all.

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

  

  Business Response

  Date: 03/31/2025

  Guardsman does not set the technicians schedules they schedule their own appointments. . This damage is not covered under the protection plan. . We are unable to service this request.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a denied claim under my furniture protection plan purchased from [Company Name]. My spouse and I specifically purchased this plan because it explicitly stated that it covered pet-related damage. We took excellent care of our furniture for two years, and we only filed a claim after a one-time, unexpected *********** [Month/Year], we attended a work conference for the weekend, something we had done multiple times before without issue. However, upon returning home, we discovered that our cat had scratched our sectional couch significantly. We immediately filed a claim, as this was a single incident covered under our plan.After waiting more than a month for a response, we finally received an email denying our claim, citing that the damage was preventable, excessive, extreme, or repetitious. This denial is unacceptable for several reasons:Inconsistent Policy Enforcement: When I called to inquire about the denial, I was told that if there had been "less damage," the claim might have been approved. This is unreasonable. The policy does not specify a limit on how much damage is "acceptable" before it becomes excessive. If pet damage is covered, the amount of damage should not be a factor in whether a claim is honored.Lack of Clear Exclusions: Nowhere in the initial policy explanation was it made clear that a one-time pet-related incident could be classified as preventable or excessive. The companys refusal to define these terms in a transparent way leaves consumers at a disadvantage.Time and Money Wasted: We purchased this protection plan in good faith, expecting it to provide the coverage it advertised. The claim process was unreasonably delayed, causing unnecessary stress and wasting our time.I am requesting that you honor the terms of the protection plan as advertised and either approve our claim or provide a full refund of the policy cost.

  

  Business Response

  Date: 03/19/2025

  The protection plan allows for a single incident of animal damage and excludes extensive damage.  There is damage on every unit of the sectional which is extensive and not representative of a single incident. We are unable to service this request.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23060453
  
  I am rejecting this response because:
  It was one single incident that occurred while we were gone out of town for work. We  could not help the situation and have give the cat away do to the couch. We are still paying on the couch we can not get a new one due to your warranty. How does it make sense that with less damage you have helped. We need help getting a new couch!
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/07/2025

  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 the protection plan with my furniture. I filed a claim more than 5 business days ago. I still have NO COMMUNICATION. I have called two times and been told I must wait for them to add a claim number. The customer service is horrible. They cant help and you cannot understand them. All I want is my furniture fixed.

  

  Business Response

  Date: 03/11/2025

  Our records show that your claim was processed on 3/7/2025 and an email was sent on that day advising that the claim was processed.  Our records also show that an appointment has been scheduled with the technician. If you have any additional questions please contact the phone number provided in the mail.

  Customer Answer

  Date: 03/11/2025

  It took until I filed a complaint to get anywhere with this business. Yes I have had an email but my appt is scheduled for Thursday. Hopefully it will be fixed per warranty. 

• Initial Complaint

  Date:03/03/2025

  Type:Order 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.

  Failure to honor a contract for furniture warranty repair service.

  

  Business Response

  Date: 03/07/2025

  Our records show that a purchase order to replace the motor for the left footrest and the remote for the left recliner of the loveseat was sent to the Retailer on 3/4/2025. We also show an email was sent to you regarding this on 3/4/2025.  Any questions regarding the replacement parts should be directed to the Retailer.

   

   

  Customer Answer

  Date: 03/07/2025

  I will not be happy until the repair is complete. Parts can take months (according to Guardsman). When the repair is complete I will make note of it on the BBB, until then my satisfaction with Guardsman remains the same because parts should have been ordered a month ago at least. Now I have to wait no telling how long. Until then I have an inoperative love seat. 

• Initial Complaint

  Date:02/26/2025

  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 late 2023 I bought a lift chair from Homemaker's for $1600. I was seeking a Lazy Boy, but the sales clerk guided me to Golden Brand assuring me they were as well made. I had had a Lazy Boy for 10 years. One year later, in 2024, the chair made a loud noise and would not recline. I had purchased an extended warranty for $99 and, after a considerable wait, the warranty company representative came from *********** and diagnosed my chair as having a cracked frame. They ordered a frame for the chair and it arrived sometime in December 2024. Since that time I have heard nothing from Guardsman, the extended warranty company. I approached ********** in early February 2025 since I had bought the warranty there and asked them for help.The customer service representative actually told me they do not stand behind the warranty because they don't make any money on it, nor would they stand behind a $1600 chair that broke in a year. They did give me an 800 number for the warranty firm. On February 12 2025, I called ithe number three times. Twice I left a message and once a person answered. I was told this was ********* territory and he would call me within 24 hours. Crickets as of February 26. I also emailed them three times. I have had no response. In response to my ******** post describing this situation Homemakers called me on February 24 and told me that Guardsman was waiting for me to tell them the part was here. That was absolutely not possible as I had contacted them frequently and spoken to them the previous Wednesday. I asked if Homemakers would replace the chair and she said no. I asked if they guaranteed the warranty company and she said no, They do not disclose it is outsourced to ***********. They have no idea how stressful this has been for me. I had heart surgery in February 2025 and I am supposed to keep my feet elevated. This has not been possible.I am asking that ********** gets the warranty company to come fix my chair or Homemakers replaces the chair.

  

  Business Response

  Date: 03/06/2025

  Our records show that we have emailed and spoken with you multiple times about your claim. We do see there were some delays with the technicians office and we were in contact with the store about this several times.. We do apologize for those delays.  We have received a report from the technician stating that when he came out to the home to install the parts there was another part that has broken since he was out the first time due to the chair being used while we were waiting for you to receive the parts.  We have reached out to our Resolutions team and asked that they expedite the review of the most recent technicians report.  They will be in contact with you in the next few days with next steps.