Complaints

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

close

Find a Location

Guardsman has 43 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Guardsman

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

  
• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of NY

  220 East Merrick Road Valley Stream, NY 11580-6063

• 

  Guardsman

  79 Spring Glen Dr Debary, FL 32713-2510

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:07/29/2023

  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.

  Purchased a sectional Leather sofa for $5400 from Havertys in ************ ** Had a issue with section of armless chair back of chair loose. Tried to fill out claim online difficult rep had to help me it. Finally got thru it and sent. Never heard back called few weeks later was told claim not on file . Asked for a claim to be sent to me via snail mail Never got it called again to request another claim to be sent . Received one in mail finally filled it out with all documentation.Never heard back called again after being on hold for 30 minutes only to be told my time was up on my 30 *** window. As rep was talking to me on 7-28-23 and rattling off why the claim was denied i interrupted him and ask for a supervisor he informed me there was No supervisor and if I keep raising my voice he was going to hang up on me .. Listen to the phone call- which I hope is recordedI interrupted him again to try and get a word in and he hung up on me !!! I truly am amazed this company is allowed to do business in the US . So many reports to the BBB AND SO MANY BAD REVIEWS!! Hope someone takes action with this company which is a TOTAL SCAM *************************

  

  Business Response

  Date: 08/02/2023

  The terms of the protection plan state that once you report an issue with your furniture we must receive the claim form in our office within 30 days.  We were originally contacted on 5/26/2023 and the claim form was received in our office 7/24/2023. We are unable to process this request.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20393567
  
  I am rejecting this response because:

  i did submit within the time frame online .  Online claim very difficult and not user friendly.  They are not telling the truth.  Just because they state that the deadline was up  where is the proof ? Please check other reviews and complaints regarding difficulty with claim process. Only response from rep on phone is that they had no record of my online claim.

  Called to have claim sent by snail mail received  estimated 2 weeks later.  Why is there a 30 day deadline?Their 30 day deadline  is a SCAM and a way to get out of their promise and obligations to the consumer.  I  work for a very successful dental practice in ************* ** and will surely inform each patient I see not to do business with our local Havertys furniture store and warn them of this business SCAMMING the public with their sneaky business practices. Our practice sees approximately 35 patients a day. Please do the math. I plan on informing each patient I see in a day Furthermore I am planning on seeking further counsel on this matter. 
  There truly needs to be a class action suit.

   

   

   

   

   

   

   

   

   

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

  

  Business Response

  Date: 08/07/2023

  We do not have any additional information to provide.  The claim form was not received in our office until 7/24/2023. The information regarding the timeframe to return the claim form is written in the protection plan. 

   

  How to File a Claim
  You must follow all the procedures stated below to be eligible for service under this Plan. Your failure to comply may disqualify Your claim.
  2.
  Read this entire Plan carefully to see if a stain or damage to Your Furniture is covered under this Plan. We determine the coverage eligibility of a stain or damage to
  Your Furniture on the basis of this Plan document, the information You provide to Us when You submit Your claim and, in some cases, the findings of an authorized
  technician during a service visit We arrange. Similarly, if an authorized technician finds the nature of the stain or damage is different from what You reported to Us, Your
  claim might not be covered under this Plan.
  2.1.
  Within thirty (30) days of the date that a stain or damage to Your Furniture occurred, You must report that stain or damage to Us, or Your claim will be denied.
  To report the stain or damage to Us and obtain a claim form, You may either: (a) go to guardsman.com and follow the directions for submitting a claim; or (b) Call toll-free 1-
  ************ during normal business hours (Monday through Thursday, 8:30 a.m. to 5:00 p.m. Your local time, Friday 8:30 a.m. to 6:00 p.m., Eastern Time) and We will
  mail or email a claim form to You. If You fail to receive a claim form by mail or email from Us within ten (10) days of Your request for a claim form, You must notify Us of
  that failure.
  2.2.
  Guardsman must receive the following within thirty (30) days of when You report the stain or damage to Us:
  The claim form (from paragraph 2.2.) to Guardsman along with a copy of the sales receipt showing purchase of both the Plan and the covered Furniture, a copy of
  this Plan, and photos or other documentation that We may request to show the stain or damage for which You are making a claim. Otherwise, Your claim may
  be denied.
  
  

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Still trying to get my furniture covered under the accident Insurance purchased. Theyve tried every angle not to cover the accident. A tech came out and approved the damage and said part will be ordered. This issue was filed 5 months ago and customer service holds are over an hour long.

  

  Business Response

  Date: 08/07/2023

  Our records show that the necessary part has been ordered. Please contact the service center at   Mon-Fri  8:30am-6:00pm EST. so that we can send a work order to the technician to install the part.  If you have any addition questions please contact the service center at ************.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20386027
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/25/2023

  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.

  I purchased my couch and chaise in Dec 2020 and purchased a guardsman protection plan for the couch and chaise. On Jun 28 2023 I noticed some damage to the chaise as a result of my pets and damage to the throw pillows and filed a claim with guardsman. The technician arrived at my home on 7 July **************************************************** clean any of the damage noted and was planning on reporting this to guardsman and recommended I contact them within business 5 days to ensure they received the report and had informed me of the next steps. As of 25 Jul 2023, 2 weeks after the initial review I have received no indication from guardsman of the follow on actions. I have contacted guardsman 3 separate times waiting on hold for over 1 hour before being disconnected by guardsmans call center with no answer. I am disappointed that this is the best they can achieve as I believe they are trying to wait me out till I forget to avoid performing their part of the service arrangement.

  

  Business Response

  Date: 07/26/2023

  Our records show that we spoke with you on 7/25/2023 and have sent the purchase order to the Retailer to replace 4 toss pillows and the back casing.  Any questions regarding the replacement should be directed to the Retailer.

• Initial Complaint

  Date:07/25/2023

  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.

  Purchased a 5 year warranty for $319.99. Filed a claim for the warranty on 2/22/2023. A tech came to my home on 3/30/2023 and determined the motor and electrical switches need to be replaced. The tech advised that the parts should be ordered and delivered to my house. Guardsman failed to order the parts and it wasn't until April that they claimed they ordered the parts. To follow up on my claim I am required to contact Guardsman **************************** hours of operation only Monday and Tuesday between 8:30am - 4pm. Today is July 25th. I called and was on hold for 1hour and 15 minutes and then was disconnected. I called back and I have been on hold for another 1 hour and 53 minutes. I strongly feel that if you are selling a product and have no intention of completing the work it is theft and/or breach of contract. I should either receive a refund for the Warranty ($320.00) or have the work completed in a timely manner and 5 months is not reasonably or timely.

  

  Business Response

  Date: 07/26/2023

  Our records show that we sent an email on 4/17/2023 and 4/21/2023 advising we needed the *** number from the sofa in order to order the parts. We did not receive a response to those emails.  We show that we spoke with you on 7/25/2023 at which time the *** number was provided.  We sent the purchase order for the parts to the Retailer on 7/25/2023.  Any questions regarding the purchase order should be directed to the Retailer.

  
  From: ************ Retailer Relations 
  Sent: Monday, April 17, 2023 10:59 AM
  To: *********************
  Subject: NEBRASKA FURNITURE MART GUARDSMAN ******** TAG INFORMATION

  Good morning *****************************,
  Could you please provide us with a better photo of the tag for the left facing recliner.
  As you can see the *** number is too blurry to see.
  NFM needs the *** number to order the needed parts. 
  
  Thank you,
  Guardsman Retail Relations Department
  *************************************
  8:30am  - 5:00 pm est

   

  From: ************ Retailer Relations 
  Sent: Friday, April 21, 2023 8:24 AM
  To: *********************
  Subject: 2nd request NEBRASKA FURNITURE MART GUARDSMAN ******** TAG INFORMATION
  
  From: ************ Retailer Relations 
  Sent: Monday, April 17, 2023 10:59 AM
  To: *********************
  Subject: NEBRASKA FURNITURE MART GUARDSMAN ******** TAG INFORMATION
  
  Good morning *****************************,
  Could you please provide us with a better photo of the tag for the left facing recliner.
  As you can see the *** number is too blurry to see.
  NFM needs the *** number to order the needed parts.
  
  
  
  Thank you,
  Guardsman Retail Relations Department
  *************************************
  8:30am  - 5:00 pm est
  
  Thank you,
  Guardsman Retail Relations Department
  *************************************
  8:30am  - 5:00 pm est
  
  
  
  

• Initial Complaint

  Date:07/25/2023

  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 submitted a claim, they "resolved" the claim but I still was not satisfied with the results. I was told that the claim was in the resolutions department and I would hear from them. I have not. That department only takes calls on Monday and Tuesday so getting ahold of ANYONE is IMPOSSIBLE! My issue IS NOT resolved yet not does it have a plan towards resolution!

  

  Business Response

  Date: 07/25/2023

  Our records show that we spoke with you today and advised that the information has been submitted for review and to allow 2-3 days for the review to be completed.  Once the information has been reviewed you will be contacted.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20372372
  
  I am rejecting this response because: The business has not gotten back to me in over a week. I now have the actual furniture store involved also. They also get the same run around. I tried contacting *****, the BBB liaison for Guardsman. I keep getting her out of office even though it says she will return on 7/31. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/07/2023

  Our records show that we did send the following email on 7/26/2023.  Odor is not covered under the protection plan.

   

   

  m: ************ Request Followup 
  Sent: Wednesday, July 26, 2023 7:57 AM
  To: ******************
  Subject: ******* sofa / 12361252
  
  Good morning,
  
  We have received the technician's information and reviewed it.  We also reviewed the information you provided when you called on 7/25/23.   The stain was removed with the technician's cleaning.  The odor that you called about is not covered by the protection plan.  Odor is excluded in your protection plan in section 7.7.1.   A copy of that section is below.
  
  
  Other Items Not Covered.
  7.7.1. Odors, including odors that remain after a visible stain is cleaned.
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************

  Customer Answer

  Date: 08/11/2023

  I don't really accept it. They refunded me the total purchase price. But the lack of communication or how hard it is to get a hold of anyone in that department is abysmal. It took so long for them to get anyone out here do anything that the odor had just set in and I was kind of just out of luck at that point in time.

• Initial Complaint

  Date:07/24/2023

  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 bought a sofa and loveseat from Nebraska Furniture Mart in July 2019. At that time we bought the extended warranty through Guardsman. In April 2023, we filed a claim due to the couch recliner no longer working. It took close to a month to get someone out to look at the sofa. Once someone looked at it, they immediently knew that the frame was bent and told us the item was unrepairable. The service tech advised someone will contact us soon for resolved for possible repurchase as couch was unrepairable . We hadn't heard anything for about a month so we called Guardsman and waited on hold for hours with the phone line disconnecting. I entered several customer complaint emails asking a manager to contact me, only to get a system generated email with no help. After calling several more times with no help we called Nebraska Furniture Mart and they stated that Guardsman just submitted an order to them on 7/10/2023 to order a frame that the service tech told us 2 months prior it was unrepairable. Finally, get a call from **** after part was ordered from resolution team and advised what service tech stated and he could do nothing further but tell me to wait for a part. Per speaking with Nebraska ********* said that part is on backorder and will not received till mid August. I should not have to have a broken couch for 4 to 5 months. I paid for an warranty that this company is not holding up their bargain of the promise. I am understanding why reviews are stating this company is an SCAM! I hope that corporate can expedite this matter asap!!!

  

  Business Response

  Date: 07/25/2023

  We do apologize for the delay.  The technician reports are processed in the order received and are currently being worked within ***** days of the technicians visit.  We did send the purchase order for the parts to the Retailer on 7/6/2023. Our records show that we spoke with you on 7/10/2023 and advised why the parts were being ordered.  Unfortunately, we have no control over how long the parts will take.  The claim has been processed based on plan terms.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20369635
  
  I am rejecting this response because:  This is unacceptable that I entered my claim in April, with the technician clearly stated that item was unrepairable...now 3 months later they ordered a part and I am still waiting for an part...not expected to be in till Mid- August.  Awful warranty plan service and customer service with only 2 days a week of working hours.  ************ needs to trash and replace my couch or return some funds for this awful warranty service.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/07/2023

  We have no control over how long it takes to get parts from the manufacturer.  The parts have been ordered and any questions regarding the replacement parts should be directed to the Retailer.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20369635
  
  I am rejecting this response because:  Per speaking to (****) at NFM (retailer) advised my couch has been discontinued, and it very unlikely the ordered part will ever come in.  The manufactured is oversee's and we have recently been notified by your office that it will be possibly another 3 months before the part may come in.  In speaking to the retailer they advise the warranty is under Guardsman and that you all should be honoring this warranty.  This is why they don't even sell your product to anyone as such bad service.  The resolution team that honors your warranty is open ONLY 2 days a week and their is always a 2 HOUR hold time to speak to someone.  The retailer stated that you all have the opportunity to let me RETURN/REPLACE this couch.  I have had a BROKEN COUCH since the first day of entering this claim on 4/26/23 and have been getting the run around since I entered this claim.  I asked several times to speak to a manager to call me to resolve this matter and No One Is Helping Me!  At this point, this organization need to make this matter right by letting me RETURN/REPLACE/RESELECT this broken couch.  This is so UNFAIR to have bought a warranty and can't even use my couch.  I should NOT have to wait for a part, that is NEVER going to come in...from an OVERSEES Company, that has DISCONTINUED THIS COUCH.  This NEEDS TO GO TO CORPORATE MANAGER VERSUS SOMEONE WHO KEEPS DENYING A TRUE RESOLVED TO THIS CASE!!!!!  SETTLED THIS BY REPLACING MY COUCH OR RETURNING MY FUNDS ONLY.  CALL ME TO RESOLVED 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/30/2023

  Our records show that we reached out to the Retailer to confirm if the parts were no longer available and they have advised that they spoke with you and let you know that the parts are available but may take 3-4 months to receive due to the fact that they are coming from overseas. We have no control over where the manufacture of the furniture is located and how long it may take the parts to be received. We show that an escalation specialist returned your call on 8/15 and provided this information.   There are no other options available at this time.  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20369635
  
  I am rejecting this response because:  The couch has been discontinued.  I have submitted my claim in April 2023 and you did not request a part till July ************************** to wait for additional 3 to 4 month or longer for an oversees company that *** never return a part is awful service.  Per speaking with NFM retailer was advised you have the ability to let me re-elect another couch but you refuse to stand behind your promise.  For you to make me wait past additional 3 to 4 months OR LONGER is so UNFAIR! 

  I totally understand why so many people call this place Scammers and why NFM (retailer) DO NOT USE YOUR SERVICE ANYMORE!  I am so DISSATISFIED WITH THIS BUSINESS and will tell others to not Trust your Promise for it is not one that is Honored.  Where is your **************** or Loyalty???

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

• Initial Complaint

  Date:07/24/2023

  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.

  Filed a claim w/ Guardian per instructions of the Protection Plan on bubbling on my kitchen table. I received a response that the claim was closed and that the damage was not covered under the plan. Per the plan, section 6.1.9 "Whats Covered"; 6.1. Wood and Other Hard Surface Furniture; 6.1.9. Checking, cracking, bubbling, or peeling of the finish, the damage IS covered. I called and spoke with someone and they explained that since it's not a reported incident, they won't cover it. I did not witness how it occurred. The cause is unknown. Their assumption is that this a manufacturing issue and that I should contact the store to get repaired. I've had the table for 3+ years. I advised that the store would have me contact them. I would like them to repair.

  

  Business Response

  Date: 07/25/2023

  The protection plan states :

  What is Covered
  This Plan provides coverage for the following accidental stains or damage that arise from a specific occurrence during normal use, except for what is listed in the What is Not
  Covered section.

  
  The claim form states the cause is unknown.  We are unable to service this request based on plan terms.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a sectional from havertys and have had several issues with it. Called and opened a case with guardsmen and it seems impossible to speak with anyone on the phone. They are only open two days a week and after sitting in hold the line just goes silent. Eventually the line disconnects and you have to start all over. They seem to be ignoring one of the pieces I put a claim in about and its hard to get answers or talk it out in email. Emails take 2 weeks or more to get a response. I am trying to provide them with our decision to resolve this issue but it keeps dragging. They also say we have thirty days to give them. S answer but its hard to meet that deadline when you can talk to them. I want to make sure I am not being penalized for their inability to answer phones.

  

  Business Response

  Date: 07/25/2023

  Our records show that the following emails  was sent on 6/22/202 and 7/19/2023.   The parts are not available and the sectional has been discontinued so the options are for the entire sectional. There is no need to address the left recliner since the settlement or reselection would cover the whole sectional.

  From: Guardsman Consumer Options 
  Sent: Tuesday, July 4, 2023 11:24 AM
  To: **************** <**************************************************;
  Subject: RE: *********/Sectional/12338737/Options
  
  Hello, 
  
  The options provided are for the entire sectional.
  
  *****
  Resolution Account Manager, **********************
  An ************ Company
  P.O. Box 88010
  ************ ** 49512
  **************
  
  From: **************** <**************************************************; 
  Sent: Thursday, June 22, 2023 4:02 PM
  To: Guardsman Consumer Options <******************************************>
  Subject: Re: *********/Sectional/12338737/Options
  
  WARNING: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Thank you. What about the left arm recliner that is broken as well? 

   

  Sent: Wednesday, July 19, 2023 9:26 AM
  To: **************** <**************************************************;
  Subject: RE: *********/Sectional/12338737/Options
  
  Good morning *****,
  The parts for your sectional are not available as well as the units of the sectional have been discontinued.
  
  Thank You,
  Guardsman Account Manager
  **********************
  An ************ Company
  *************
  Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.
  
  
  
  From: **************** <**************************************************; 
  Sent: Tuesday, July 11, 2023 3:51 PM
  To: Guardsman Consumer Options <******************************************>
  Subject: Re: *********/Sectional/12338737/Options
  
  WARNING: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Afternoon, I have tried to call in a few times but have just sat on hold and haven't been able to reach anyone. 
  
  I don't see that the left arm facing recliner is addressed in here. There should have been parts on order for both. Can you not get the parts for both, or is it just the armless recliner 
  
  

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20368805
  
  I am rejecting this response because:

   

  I just want them to complete the exchange and issue the credit. There has been a lot of back and forth with them, and it takes forever to get responses. Also, they cant be reached by phone. 
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/07/2023

  Our records show that the following emails was sent on 8/4/2023.  Any questions regarding the store credit should be directed to the Retailer. 

   

  
  From: **************** <**************************************************; 
  Sent: Wednesday, July 19, 2023 5:00 PM
  To: Guardsman Consumer Options <******************************************>
  Subject: Re: *********/Sectional/12338737/Options
  
  WARNING: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Okay thanks. We will do the exchange and credit at havertys. 
  
  
  
  SENT PO 
  
  
  EMAILED BACK 
  
  
  
  From: Guardsman Consumer Options 
  Sent: Friday, August 4, 2023 12:07 AM
  To: **************** <**************************************************;
  Subject: RE: *********/Sectional/12338737/Options
  
  
  Thank you for your response. 
  
  I have sent a credit authorization to your retailer. 
  
  Please allow them **** business days to process that. If you do not hear from them, go ahead and give your store a call to be sure its processed and ready for you. 
  
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************
  
  

  Customer Answer

  Date: 08/13/2023

   
  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:07/18/2023

  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 Guardsman protection insurance on some furniture. I have an issue with a recliner that needs to be repaired by them. They had a tech come out over 2 months ago to look at it (May 2023) and I haven't heard from them since. I have called many times and waited on hold for 25+ minutes every time. Worst customer service I have ever experienced. They have a certain department for this and their hours are only Monday and Tuesday 9-5pm. I have tried calling and email during these times and get no response. Ridiculous. I only have a phone number and email for them but no physical address, so I'm not sure that the address above is the correct one.

  

  Business Response

  Date: 07/24/2023

  We do apologize for the long hold time. Technician reports are reviewed in the order received and are currently being reviewed within 30-45days of the technician visit. Our records show that we received the technician's report and additional information is needed from them.  We did reach out to them on 7/19.  As soon as we get the needed information from the technician you will be contacted. 

• Initial Complaint

  Date:07/18/2023

  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.

  Both times I have had an issue with my couch and needed service by them has been bad and lengthy especially as calling them equals their hours not being posted anywhere, their only being open two days a week (according to the company I purchased the couch and plan from when they had to research it) but messaging stating it was call volume, but this time is the worst. The damage occurred back in April. I had technical issues with their website not accepting certain info and then claiming I wasn't putting it in. When I finally got through on the phone a month later, they wouldn't help over the phone but insisted I do so online, sending me a link back to where the website made me repeatedly re-enter info again. When it was finally through, it took nearly a month more for them to bother getting back to me and then I had to fairly quickly make arrangements to call in for work and the outside contractor came only to see that yes, I need new fabric in addition to the ************, just as I said. They put in an order with Guardsman and it was supposed to get here within a couple of weeks. I have been trying to get through since that time elapsed without receiving the fabric as promised, calling and being placed on indefinite holds for many hours on end at a time (even while at work) to no effect or mysteriously dropped and have not been able to get through to see what the holdup is so that I can get the fabric and get the ******* out here again so that I can get my couch repaired before their delay further damages it and requires it to be replaced. The company of the ******* says they placed the request with Guardsman and to talk to them but Guardsman is making my contacting them or getting any help impossible. This feels like breach of contract and/or their trying to wait out the clock on my plan and judging by other complaints here, it looks like I am not alone with these issues. I'm just not willing to wait 8 months or more.

  

  Business Response

  Date: 07/19/2023

  We received the technicians report on 6/6/2023. These reports are reviewed in the order received and they are currently being reviewed with ***** days of the technicians visit. Once the technicians report has been reviewed you will be contacted.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20336897
  
  I am rejecting this response because: Consider this an update, warning, & expectation that this is the only way they will get back to me. Last time this was, despite what they claimed to the BBB. The start of this complaint goes back to around April when my sofa popped its rear supports & I tried to get in touch w/ them. It took a month to get the report in as they do not post their hours (only two days a week) and there were issues on their site causing it to not allow me to complete which I tried to mitigate by calling them up to do it w/ them only to have them send me back to the site because they refuse to do so over the phone. A month or two later they finally got back to me with a date to send someone out. I had put in a request for everything that needed done including the fabric replacement caused by allowing the struts to sit so long. They only sent someone out to reattach the struts. He came out & said & wrote to the effect that yup the fabric would also need to be replaced & he would submit the request which would take about 2 weeks to get it to me after which I was to contact him (he gave me his contact info) to set up the apt. Then I heard nothing. About a month later I called the company they had outsourced to to see what was up and they confirmed they had sent in the request. I couldn't get through to Guardsman though despite calling on their open day and remaining on the line for over 4 hours. *********** couldn't really reach them either initially. It wasn't until I put in my previous BBB report that we got any response. They claim that the tech said he couldn't do it. I gave them my decision of their choices despite their lie about the situation. A month later, having not heard back, I called them & when I got through they claimed to have put through the request that morning & that while they say 2-3 business days, I should expect up to 10 days. That was on September 12th. Over the weekend I confirmed w/ Steinhafels that they haven't received any order request (1 mo. later)
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/18/2023

  Date Sent: 10/17/2023 9:51:10 AM
  Our records show that we originally sent the purchase order for replacement to the Retailer on 9/12/2023. The Retailer did advise the piece was no ****** available. We show that we called and left a voice mail with this information on 10/11/203. We also show that we spoke with you on 10/16/2023 and a purchase order for store credit was sent to the Retailer.  Any questions regarding the store credit should be directed to the Retailer.