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

  121 Park Ave Quakertown, PA 18951-1631

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  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:08/26/2023

  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.

  I am 2 years into a 5 year repair plan for a sectional with electric recline, Tech can out within 1 week to determine repairs. Was told it needed a swithch replaced. The switch was supposed to be delivered to my home, than, I was to call for installation. Tech said 5 to 7 business days for the part. after 3 weeks I tried to contact Guardsman to find out where the part was. On hold for 1 hour 7 minutes. When someone finally answered and I explained my problem, I was told they would transfer me to the correct department. 10 minutes on hold, than, disconnect. Called again, 45 minutes on hold. The answering party informed be that they were reviewing my claim and it would be 35 to 40 business days until they decided what to do. Subsequent cals were never picked up or immediately disconnected. BBB has this company listed as A+, How !!!!! I have read nothing but bad reviews of my exact problem. The company takes your money then ignores you.

  

  Business Response

  Date: 09/01/2023

  Our records show that that the following email was sent to you on 8/22/2023. The Retailer did advise on 8/23/2023 that this part is not available.  We have forwarded this information to the appropriate department and they will contact you with next steps.

   

  From: ************ Request Followup 
  Sent: Tuesday, August 22, 2023 5:42 PM
  To: **************************
  Subject: Guardsman Service Request #******** HAVERTYS
  
  
  Good afternoon,
  
  We have received the technician's information and have sent the part order paperwork to your retailer. Part orders can normally take 4-8 weeks to receive.  Havertys will reach out to you with updates from the manufacturers as they receive them. Once you receive the part(s) please give us a call at ************ so that we can install the parts. The new motor and switch for the armless recliner will no longer be covered under plan.  Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer.
  
  Thank You,
  
  Resolution ************************************************* Center
  An ************ Company
  
  

  Customer Answer

  Date: 09/06/2023

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

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional at Nebraska furniture mart and added a plan from Guardsman. I filed a claim for damage with guardsman at the beginning of May claim number ********. They sent a tech that recommended repairs and I have not heard back from. I contacted them multiple times via email and all they would tell me is that my claim is in the queue, meanwhile I have been dealing with damaged/broken furniture for 3 months. They are now refusing to correspond with me via email and I have been unable to reach them via phone.

  

  Business Response

  Date: 08/30/2023

  Our records show that the email below was sent to you on 8/17.  We did receive notification from the Retailer on 8/23 that the parts are no longer available. We have contacted the appropriate department and asked that they review this and contact you with next steps.

  rom: ************ Request Followup 
  Sent: Thursday, August 17, 2023 2:46 PM
  To: ******************
  Subject: Nebraska Sectional _Guardsman Claim 12337863
  
  Hello,
  
  We have received the technician's information and reviewed it.  We are going to order the right facing mechanism and the wedge & armless recliner attached seat casings.  The part(s) can take **** weeks to receive especially if coming from overseas but should be shipped to your home.  Once you receive the part(s) please give us call so that we can install the parts at **************.  Due to the plan being a one-time replacement, the new parts would not be covered under the plan in the future if another stain or damage occurs.
  If you have any questions, please call our service center at ************** Monday through Tuesday 8:30am to 5:30pm eastern standard time.
  
  
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20510392
  
  I am rejecting this response because:

  I did not receive the message that they are claiming to have sent to me.

  I have not received any information about parts being ordered or shipped. This is a ******************** by guardsman.

  They need to contact me directly and provide proof that they ordered parts or provide me with store credit equal to the value of the broken furniture.

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

  

  Business Response

  Date: 09/12/2023

  The email was copied in our original response.  That email shows the date and time the email was sent as well as the email it was sent to. We also show that another email was sent to the same email address on 9/1 and that the purchase order for replacement has been sent to the Retailer.  

  Customer Answer

  Date: 09/12/2023

   
  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:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/31/2021 we purchased a lift chair from Cleos because my husband is disabled and its very difficult to get out of a regular chair. We also purchased Guardsman service agreement ********. In early 2023 we filed a claim because the wires to the controller broke. Guardsman insisted on replacing the chair so they started with Cleos. They no longer had the same chair so Guardsman located a chair somewhere in the US and had it shipped to Cleos who then delivered it to us on 4/11/23 I purchased another guardsman service plan, ******** for that replacement chair. On 6/14 that new chair made a loud noise and broke. It is not the controller, it is the motor. I called Cleos and they advised me to file a claim with Guardsman under the new policy. I did that and it was rejected due to its not being a year since we bought it. I called Guardsman customer service and they told me to refill the claim. I did and it was again rejected. I have tried to speak with someone and have been directed to different departments where I have to hold for literal hours to get an answer only to be told I need a different department. **************** sent me to adjudication, theyve sent me to resolutions and while Im typing this I have been on hold for one hour and twenty six minutes and counting. Yesterday I tried to call and was on hold for over an hour and they closed while I was on hold. Today is my last chance for another week as they only take calls Monday and Tuesday. I do not know where this second chair came from and ***** says they dont know either but it was never in their inventory. Ive not been able to find where to email them or address this online so this is getting ridiculous. We have a bad chair which they (Guardsman) purchased for us somewhere that only they know and so my husband still doesnt have a chair he can use and all the money weve spent is just for nothing. I would just like to be able to speak with someone at Guardsman who can tell me what to do

  

  Business Response

  Date: 08/24/2023

  Our records show that the new chair was delivered in April 2023.  This chair would still be under the manufactures warranty.  The protection plan we would service the frame, springs and mechanism only if it was covered under a a manufactures warranty that has expired.  Since it has been less than a year since the chair was delivered this would not be eligible for service through Guardsman,

• Initial Complaint

  Date:08/22/2023

  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.

  When we originally purchased this protection plan with our couch the salesman (first sign we shouldnt have believed them) stated we could submit claim for any type of issue. When we got around to submitting a claim for a hole in the couch from our dog, guardsman stated they wouldn't approve it because the incident happened more than 30 days prior (we have a newborn so you try getting something done like this within 30 days). On top of that, after literal HOURS spent to submit the claim for the recliner not working, they scheduled a tech to come look. Took over 2 weeks for them to show up, just to say we had to wait for the part to be ordered and then he will have to come BACK to replace it. The original claim was submitted June 5th. Tech came June 23rd. It is now August 22nd and we just received an email that the technicians notes were reviewed and they have submitted an order or the part. TWO. MONTHS. LATER. AND stating the part could take ANOTHER **** weeks to be received. All in all a complete WASTE of a company. Slimy. Lazy. Lacking some serious QA on their end. Cannot believe we even gave them our money to be without a recliner for going on 4 months.

  

  Business Response

  Date: 08/29/2023

  We do apologize for the delays. We are experiencing an unusually high volume of claims which has caused some delays.  Unfortunately, we do show that we spoke with you on 8/24/2023 to let you know that the Retailer advised that due to the delivery date of the furniture the protection plan is actually through Square Trade and not Guardsman. Please contact the Retailer for any additional information.

• Initial Complaint

  Date:08/22/2023

  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 BOUGHT THE FURNITRE PROTECTION PLAN AND FILED A CLAIM IN NOVEMBER OF LAST YEAR AND WAS TOLD IN APRIL THEY ARE REPLACING OUR COUCH AND NOW I AM ON HOLD FOR HOURS AT A TIME AND CAN ONLY TALK TO ONE DEPT AND THEY ARE ONLY OPEN MONDAYS AND TUESDAYS AND I CALLED 2 MONDAYS AND TUESDAYS IN A ROW AND ARE ON HOLD FOR HOURS AT A TIME. I HAVE A JOB AND DON;T HAVE TIME TO DO THIS.

  

  Business Response

  Date: 08/30/2023

  Our records show that the purchase order to replace the sofa was sent to the Retailer on 1/6/2023. We have reached out to the Retailer multiple times to get a status update for you but we have not received a response.  There is nothing further we can do on our end.  You will need to contact the Retailer for information regarding the replacement. 

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a furniture protection plan that includes rips or tears. I purchased the recliner and protection plan on 10/23/21 and filed the claim on 8/1/23 for a tear in my recliner. It has taken almost a full month to get a response to Claim Number: ******** which they denied because:"Chair-Recliner - Rip/Tear-Within 1/2 Inch of and Parallel to the Seam - The damage you reported is a stress tear, which is excluded from coverage under the section of your protection plan titled "Manufacturer Quality Issues." In some protection plans, this exclusion can be found in section 7."Tears are clearly covered under this protection plan and is spelled out on the pamphlet I received when I purchased the plan.

  

  Business Response

  Date: 08/24/2023

  This damage is listed under the what is not covered section of the protection plan.  We are unable to service this request.

   

  7.6. Manufacturer Quality Issues. This Plan does not cover manufacturers product quality issues, including but not limited to the following:
  7.6.1. Seam separation (the stitching coming apart. Ripping or tearing beside the stitching is not considered seam separation), stress tears (tearing or ripping
  of upholstery within one-half inch of and parallel to the seam line), or fabric flaws.
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Guardsman protection plan with my furniture purchase in 2019. It was supposed to protect ANY damage for 5 years. I submitted a claim for my ottoman back in January 2023. Someone came out to inspect in Feb 2023. They said they couldnt repair so someone would be in touch. No one reached out. In July I called them and over two days I spent probably a total of 4 hours on hold with the correct department. The only way to speak to anyone was to go through the prompts to speak to someone in sales. They will gladly transfer the call to the correct department, but this leads to an infinite hold time until you decide to just hang up. So I call back to the sales department and they give a spiel about how that department is experiencing high call volumes and that department is only open Mondays and Tuesdays from 8-5. Which is ridiculous is they have such high call volumes. After getting nowhere in July (I gave up) and decided to take on the fight again today. Same exact story. Sat on hold for over an hour. Gave up. Called the sales department. Got transferred to the correct department and just sit on hold. This company is a scam. A fraud. They have no intention of replacing or repairing my furniture. They make it IMPOSSIBLE to get through to any customer service agent BY DESIGN. Its maddening that they are stealing peoples money and that furniture stores are selling these policies (and probably know they are scams). The furniture companies should also be responsible.

  

  Business Response

  Date: 08/29/2023

  Our records show the following email was sent to you on 3/10/2023 and we do not show receiving a response from you.  We do apologize for the long hold times, we are seeing an unusually high volume of claims which is also causing an unusually high volume of calls.  Once your response to the email is received we can complete this claim.

  From: Guardsman Consumer Options 
  Sent: Friday, March 10, 2023 12:02 PM
  To: *********************
  Subject: ******************* ottoman / ******** /options
  
  Good afternoon,
  
  We have completed the review of the technician's report from your recent appointment for the ottoman.
  Here are the options that are available to you for Service Request  ********.
  
  A)Settlement option:
  
  Guardsman will send you a check in the amount of $570.00
  You will keep the ottoman as is and the protection plan will end on the ottoman.
  ******Please verify the address you would like the check mailed to with your emailed reply.
  
  
  B)Replacement of the       ottoman 
  
  Guardsman will send a purchase order to the store to have the ottoman replaced.  Replacement of the ottoman ends the protection plan on this piece.  Should you decide to have the ottoman replaced, you will need to allow the store **** days to process the paperwork.  Any questions regarding the status of the replacement after the purchase order has been sent should be directed to your retailer. The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. 
  Please keep in mind that if you choose for delivery through your retailer there *** be a delivery charge associated with it.  Guardsman does not get involved with any delivery charges or taxes.
  
  
  You will have 30 days to let us know how you would like to proceed with your request.  You *** either respond directly to this email or you can contact us at ************. Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.  Emails are processed in the order received and *** take up to 30 days.
  
  
  
  Thank You,
  Guardsman Account Manager
  **********************
  An ************ Company
  1************
  Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.

• Initial Complaint

  Date:08/21/2023

  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 the guardsman protection plan on all of my furniture. I have multiple accounts of purchasing with ******** and have spent in the hundreds of thousands with them. I filed 7 claims on July 11, 2023. A week later I was scheduled with a technician who came out and took the same pictures that I had sent to them in the original filed claim and he said they would get back to me. No one has done that. No one will answer the phone. I have proof of all of this. They are only open two days a week now. Im on hold currently and I have been on hold for 1 hour and 34 min. (Still holding) I called last week and had to hang up but I was on hold for 2 hours. This company has become non responsive and I want what I paid for. There are pieces of my furniture that need to be replaced and I cant get anyone to work with me. Someone sent me an email today that said that they tried to get a hold of me and that is lie. I dont work and Im very attentive to my phone. It hasnt rang. I will pull my phone if needed. Im not sure if I need to get an attorney at this point because I just spent $46,000 at Havertys one month ago and bought their protection plan again. If this company is going under. I will want a refund of my money on the protection plans, but for now I want to speak to a supervisor from Guardsman

  

  Business Response

  Date: 08/24/2023

  We do apologize for the delay. Our records show that we spoke with you on 8/21 and advised that we were sending the purchase orders to the Retailer  for the replacement parts and replacement furniture. Any questions regarding the replacements should be directed to the Retailer.

• Initial Complaint

  Date:08/17/2023

  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.

  We purchased a sectional from ********* along with the Guardsman Gold Kit Protection Plan on 3/1/20. We have not had any issues until recently. I made a claim #******** in July for damaged in June 2023 which did not fall under the plan: 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 totally understood. Our pet damaged a separate area of the couch on July 29th. I filed another claim #******** shortly after and just received this response: 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.After calling to find out why, I was told that the date submitted was in June. I realized then that it was the same date as the prior claim which was an error. The site fields auto populated information like name, address, email, etc and I did not catch the date. I said that it was actually 7/29/23 and that was from another claim. They said sorry but there is nothing we can do and that I should have verified the info. I asked to resubmit and they replied it would have the same result. We understand the policy but is there no consideration for a simple error and providing good customer service? Not sure what we really paid for at this point?

  

  Business Response

  Date: 08/23/2023

  Claims are processed based on the information provided on the claim form.  The date does not auto populate, it must be entered by the customer.  When the claim was submitted it was verified that the information entered was true and complete. We are unable to service this request based on plan terms.

  Customer Answer

  Date: 08/23/2023

   
  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:08/16/2023

  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 bought furniture from ******************* along with the Guardsman protection plan. I have a nightstand with damage to the top of it.I contacted Guardsman (which took a few tries to get a human)A technician was scheduled to look at the furniture a couple of months in future (this occurred August 14, 2023).The technician submitted a report.I called Guardsman and told it will take ***** days to process the report.This is unacceptable

  

  Business Response

  Date: 08/23/2023

  We do apologize for the.  Due to an unusually high volume of claims there is a delay in processing the technicians reports.  We did receive the technicians report on 8/15/23. The reports are processed in the order received and are currently taking ***** days.  We are working through them as quickly as we can.  You will be contacted once this has been reviewed.