Complaints

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

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  Guardsman

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

  
• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

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  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

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:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a guardsman Protection plan and they are absolute the worth to deal with. I have had issues after 2-3 claims and they take for ever to fix the issues that are cover under the plan sold to us by *******. i will never refer anyone to but from ******* or get the guardsman protection plan.

  

  Business Response

  Date: 06/05/2023

  Our records show that a claim was filed on 5/3/2023 and at that time a cleaning kit and an email with instructions on what to do one you received and tried the cleaning kit were sent to you on 5/3/2023.  It was never reported to us whether the cleaning kit was successful or not.  We advised when we spoke with you on 5/31/2023 what needed to be done. Once we received the response we sent and email on 6/1/2023 to verify some information on the claim. The claim was processed on 6/2/2023 when you called to verify the information we needed to complete the claim. Claims are generally processed within 5 business days of then the response is received.  Our records show the claim was processed on 6/1/2023 which is 1 day after we received the response on the cleaning kit not working. The work order was sent to the technician and you should hear from them in the next couple of days.

   

• Initial Complaint

  Date:05/30/2023

  Type:Product 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 have been working with Guardsman since Dec 2022 on a tear in my couch. I had the adjuster out and was told the part was on order. I received an email on 4/20/23 advising that the parts are on older #********. I called for an update a week ago and was told the part would be here on 5/30 no part but I did get an email today saying That the manufacturer has dropped the parts for the couch and Guardsman is unable to fill the part order. I have been on the phone with Guardsman today for of 3 hours and no one is answering the phone. I reached out to NFM and they gave me another phone number again 1 hour and no answer. They said I need to talk to Guardsman about my options but they wont even pick up the phone how am I going to get this resolved?

  

  Business Response

  Date: 06/02/2023

  We do apologize for the long hold times.  Our lines are generally busier than normal the day after a Holiday, We are not sure what phone number you were calling, but we did not have any lines that had 3 hour hold time.. We have no control over the length of time to get parts from the manufacture or how long it takes them to notify the Retailer if a part is no longer available.  We were just notified from the Retailer that the part is no longer available on 5/30. We have reached out to our Resolution team to see if they can expedite reaching out to you with whatever new options are available and you should hear from them in the next few business days.

  Customer Answer

  Date: 06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have reached out to me to give me options. I truly do not believe this would of happened had the BBB not gotten involved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/30/2023

  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 been trying to get my couch repaired under warranty for months. It took a number of weeks for guardsman to finally come to my house to inspect the couch. A tech came out made a list of repair parts and told me they would contact me to schedule the repair. This was in February, and still no contact. I have called the claims department several times to be on hold for at least an hour each time, and then be told they will get back to me or they are not open to help me. MY Claim # is ********

  

  Business Response

  Date: 06/02/2023

  Our records show that we sent an email on 5/21 advising we needed tag information from your furniture.  We also reached out  to the technician to see if they could provide information on the same day. We have not heard bac from the technician. We have not received this information as of today. Once we have the information the Resolution team will be in contact with you or you can contact them at ************ Monday and Tuesday between the hours of 8:30am-5:00pm EST

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20120904
  
  I am rejecting this response because: I ***** not received any communication from Guardsman on this matter. I have went back and checked emails. They should be sending emails to *******************************.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/06/2023

  Below is the email that was sent.

   

  
  From: ************ Request Followup 
  Sent: Sunday, May 21, 2023 5:01 PM
  To: **************************
  Subject: Guardsman Service Request #******** / DEL ******************************************************** have received the technician's report from your appointment.  In order for ** to proceed with your request we are in need of the serial # off of the manufacturer's tag on the left arm facing recliner unit of the sectional.  You may respond to this email with a photo of the tag attached, or you may type the information out.  We have also requested this from the technician.  Once we have received the required information we will contact you.  
  
  If you prefer to speak over the phone, please contact us at the phone number below.
  
  Thank you for choosing Guardsman.
  
  If you have any questions, please email our office or contact ** at the number below.  Our hours are Monday, Tuesday, Thursday, and Friday from 8:30am to 5:00pm EST.  Please be aware that due to current circumstances we have limited employees available so our hold times may be longer than usual.
  
  Thank you,
  
  Resolution Account Manager, **********************
  An ************ Company
  **************
  

• Initial Complaint

  Date:05/30/2023

  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 5 year protection plan from Guardsman on a recliner sofa I purchased from ******'s Furniture in *********, ****************, ******. Recently the mechanism of the part that hold the feet came loose so I submitted a claim. Claim # ********. I received an email that my claim was denied because I had missed the timeline for submitting but I don't understand this decision as this just happened and my protection plan is still active. I found it very convenient for Guardsman to email me from an email address that had a "no reply"! how am I supposed to respond or contact someone to appeal this decision. They just don't want to fix my furniture or replace. I purchased this protection plan with the assurance that my purchase will be covered and I'm very disappointed and angry. I am willing to go public and contact the local media and any other sources of online communications to make people aware of this companies tactics, shall they refuse to honor our mutual agreement. Thank you for your assistance with this. Respectfully *************************** **************

  

  Business Response

  Date: 06/02/2023

  Guardsman was contacted on 5/11/20023 to report the issue with the recliner.  The claim form states the damage occurred on 1/1/2022.  The terms of the protection plan state that any stains or damages to the furniture must be reported to Guardsman within **************************** damage occurs.  This timeframe was exceeded which makes the damage not eligible for service.  We can be contacted at the number that you originally called to report the issue with the recliner.  We also show that we did speak with you regarding this on 5/30/2023.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20119717
  
  I am rejecting this response because:

  The incident when the bottom of the sectional came apart, occurred on May 1, 2023 not January 1, 2023, the questionnaire was very long and confusing and I must've entered a 1 instead of a 5 in error.

  Also getting through them by phone was very difficult, it took me a long time to find a number to reach an individual who when I finally did, was very rude and sounded like I was disrupting her life as she kept sighing in exasperation. She seemed reluctant to take my information over the phone and eventually created a claim. NOT CUSTOMER SERVICE, KIND OR FRIENDLY AT ALL!

  As you see on their response they're instructing me to contact them by phone "at the number I originally used to call them" but why won't they just include the number on the email?

  I demand they honor my claim according to the coverage I purchased.  

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

  

  Business Response

  Date: 06/06/2023

  Claims are processed base on the information provided on the claim form and can't be  changed after a claim has been submitted. Before a claim is submitted you must acknowledge the following:

  If the Claim information is correct, please validate the information by confirming
  the following:
   I understand my claim will be processed only if both this claim form and all required documentation have been received by Guardsman in the mail within 30 days from when I originally reported the stain/damage.
   I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim.
  

  We are unable to service this request.  The phone number that you first contacted ** at is ************.  In addition, you can contact ** at ************.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20119717
  
  I am rejecting this response because:

  This company is not acting in good faith. I would like to receive documentation via email to appeal their decision. My email is *************************************************;

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

• Initial Complaint

  Date:05/30/2023

  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 submitted a claim to Guardsman for two furniture pieces in February. Finally after contacting them several times someone came out and looked at the furniture submitting a request for one piece to be cleaned and one to be replaced. I have no heard from guardsman again. I have reached out and was told I would hear something within 48 hours and contact was never made. I have tried calling and sat on hold for over 45 minutes. The line has been disconnected several times and for days the phone line wasnt even working. It is impossible to get ahold of them and resolve the issue.

  

  Business Response

  Date: 06/13/2023

  Our records show that an email was sent on 5/9/2023 asking you to contact us.  We have had unusually high call volumes as well as a couple of days when out phone lines were down due to a phone line being cut.  We do show that we spoke with you today and we have ordered the replacement casings for the cushions.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20119537
  
  I am rejecting this response because: no email was ever sent asking me to contact. Without me spending over an hour on hold I would not have ever received a response. I also received no confirmation that these items are being shipped or delivered. Until I have proof of tracking I am unable to believe this company. They make it impossible to contact them and unless you reach out they do not get in touch with you. I initiated this claim in February. It is now middle of June and I have only received any response because I issued this complaint on BBB and took valuable time out of my days to continuously reach out repeatedly. This is not quality costumer service. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 06/14/2023

  The email was sent on 5/29/2023 at 11:16 am and it was sent to ************************. The email would have come from our corporate email. As stated we did speak with you yesterday and we sent the purchase order for the casing for the sectional and the store credit for the table. to the Retailer. 

• Initial Complaint

  Date:05/24/2023

  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.

  I purchased a sectional sleeper sofa from ****************** April 15 2021 within a year it broke I also paid for a 5 yr warranty on both couch's which ******** uses guardsman furniture repair for their insurance I tried calling them several times they wouldn't send me the link to file a claim nor did they send me on through the mail like they said February of this year I called them again and I told them either send me a claim or I'm filing a complaint they did but got my last name wrong i couldn't get into my claim online then I found out and changed it now they are saying they won't replace my sectional they said it was over the 30 days on the agreement which I never received a service agreement so I didn't know this after I paid for the warranty

  

  Business Response

  Date: 05/31/2023

  Our records show the link to submit the claim on line was sent on 10.21.22, 11/7/2022,3/21/2023 and 3/22/2023.  The claim form was also mailed on 11/8/2022 and 3/22/2023. We also show that you did go online to start a claim on 11/7/2022 but did not complete the claim. The terms of the protection plan state that the claim form and any other required documentation must be received by Guardsman within 30 days of when you first request service.  in addition, the terms of the protection plan state that if you request service and don't receive  the claim form within 10 days that you must notify Guardsman. Ater we were contacted on 11/7/222 we did not have any other communication from you until 3/21/2023.  We are unable to service this request.

• Initial Complaint

  Date:05/19/2023

  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 Gold Policy on furniture I bought at *********. I filed a claim on 5/2/2023. Hearing nothing from Guardsman, I have called numerous times to follow up on my claim. They keep telling me they will contact the local technician, and the technician will call me later that day. I STILL have not heard back from anyone. No emails, no phone calls.

  

  Business Response

  Date: 05/22/2023

  We do apologize for the delay in this claim.  We have reviewed the information and found that there was an error made in processing.  The technician confirmed the work order on 5/19 and they should be in contact with you to schedule an appointment.  If you would like to reach out to the technician's office the phone number for their office is ************

• Initial Complaint

  Date:05/19/2023

  Type:Customer Service 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 a customer and I have put in a claim over a month ago, never heard back from them. I called, they put me through multiple 1+ hour wait lines and transferred me around, without providing any resolution. One department only works 2 days a week and all of the customer service reps are just there to read off script without actively trying to resolve my issues.

  

  Business Response

  Date: 05/22/2023

  We do apologize for the delay in this claim.  The claim was not processed correctly as the Representative misread the claim form and thought this was a duplicate claim. We have processed the new claim and a technician will be in contact with you to schedule an appointment.

• Initial Complaint

  Date:05/18/2023

  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 a sofa from Overstock and bought a Guardsman warranty five year plan. I filed a claim on April 17th, 2023 after purchasing sofa end of December 2022. The springs are shot on the sofa and tray table broken. I called May 2nd and was told by ****** they were too busy to help me. To call Overstock for a new sofa or sit and wait for service for however long. I called Overstock today and they will not replace the sofa or do anything. I called the manufacturer Seacraft they don't answer their phone. I called Guardsman again and they don't answer just keep switching options. This was ****. dollars not a little bit of money to a retiree. I just want this repaired or replaced. I followed all the proper channels. The Overstock order number was ********* Seatcraft Republic Brown ******* ****************** Recliner Sofa. The Guardsman Claim was 4.17.2023 My service agreement number is ********. I just want someone to fix this problem . My husband has Parkinsons and Dimentia its important he is comfortable.

  

  Business Response

  Date: 05/24/2023

  We have reviewed this call and the Agent advised "due to increase volume of service requests there has been some delays but once it is processed someone from our team will contact you providing information and details about your request."  They did not advise we were to busy to help you nor did they tell you to go to Overstock if you wanted the sofa replaced.  Our records show that we still need the itemized sales receipt for this purchase. This can be emailed to ***************************************************************. Please reference claim number ******** in the subject line of the email. Please be sure the receipt has your information, the Retailers information, the purchase or delivery date, the furniture that was purchased and the Guardsman Protection Plan purchase.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20075895
  
  I am rejecting this response because: guardsmen never asked for the receipt in fact it was sent to BBB so why would I not send it to them.  They told me when I purchased sofa etc from my warranty number . They are lying completely . They did say call overstock fir new sofa and they were too busy. I'm the customer and not a liar. I will send. Them the receipt but that's an excuse.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/05/2023

  The terms of the protection plan state that you must provide the sales receipt along  with the completed claim form. Once we receive the sales receipt we can complete processing the claim.

• Initial Complaint

  Date:05/17/2023

  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 the Guardsman Warranty through Nebraska Furniture Mart on Living Room Furniture. I have been dealing with Guardsman regarding my claim since August 2022. This is *** of 2023, Warranty approved, then had to have a Technician come to do a visual inspection, this was completed, and still waiting for a resolution. I have called numerous times, and have been put on hold for hours at a time, only to be hung up on. customer Service is absolutely horrible.

  

  Business Response

  Date: 06/05/2023

  Our records show we spoke with you on 5/18 and advised what the available options were.  We show that you advised you wanted the store credit and the purchase  order was sent to the Retailer on 5/18/2023.  Any questions regarding the purchase order should be directed to the Retailer.