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

• 

  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:05/16/2023

  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.

  I purchased 3x guardsman extended warranty, in the amount of ****** another ****** and ******. Total amount ****** Two years after purchasing I have an issue with my sofa, I filed a claim like I was suppose to, but due to there high volume in claims, they do not know when they will get to my claim! I asked them for a refund, but will not help me with the refund, instead they want me to send my information etc to a PO Box and wait 6 months for a check!I would like BBB to help me contact guardsman protection headquarters, speak to a real person, and refund me the amount. This is ridiculous, there telling me in the year of 2023 I have to write a letter, but a stamp, send my info to a PO Box to get a refund with no promise of when, just like there warranty! If Im not able to use my warranty and I have two years left I just want a refund:

  

  Business Response

  Date: 05/18/2023

  Our record show the claim was just submitted on 5/16/2023.  Claims are processed in the order received and while we can not give a specific time frame, claims are generally processed within 5 business days.  In review of your plan specific terms the plans would not be eligible for a refund.  You will receive an email or phone call once the claim has been processed.

• Initial Complaint

  Date:05/16/2023

  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 a Livingroom set with a 5 year warranty from Gardsman on 1/15/2021. I have called many times to get the couch and recliner repaired. I can never get any call or work done.

  

  Business Response

  Date: 05/22/2023

  Our records show that we have not received a valid sales receipt showing the purchase of the furniture and protection plan.  We received a lease agreement which is not a valid sales receipt.  We need a copy of the itemized sales receipt that shows the Retailers information, the purchase or delivery date,the furniture that was purchased and the Guardsman Protection Plan purchase. We are not able to complete processing the claim without the valid sales receipt. If you don't have a copy of this you may want to reach out the store where you purchased the furniture.

  .

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20066699
  
  I am rejecting this response because: I have sent everything that was given to my at the time of purchase and the store is now closed. I was sent an email to Guardsmen about this with no response. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/30/2023

  Guardsman does not do business with Progressive leasing. We have to have a valid sales receipt from ***************************.  We are unable to move forward with the claim without a valid sales receipt from them.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20066699
  
  I am rejecting this response because:
  I have told you this store is closed and only game the receipt I gave you. 
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/05/2023

  Unfortunately, if you did not receive or save the  receipt from the Retailer you purchased the furniture from there is nothing further that we can do.  We do not do business with progressive leasing.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20066699
  
  I am rejecting this response because:
  I have a receipt and a number for the warranty. You should cover it. You have only responded to BBB. You never respond to me.  I have a warranty number with your company why would you not cover to furniture you warranty. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/16/2023

  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'm filing this complaint against Guardsman due to my ongoing struggles with their customer service and unresolved tickets since April 2023. On May 5, 2023, I made a call to their warranty number, ************. I navigated through a series of prompts and was finally connected to a representative. Unfortunately, I was put on hold for a cumulative time exceeding 50 minutes, only being asked a few clarifying questions intermittently.During our brief conversation, the representative informed me that some of my claims were denied, while one claim, which required a cleaning or shell replacement for my couch, was still being processed. The exact status of my claims remains unclear due to the limited functionality of their website, which only allows for filing new claims, and lacks any feature for checking the status of existing ones.Frustrated with the long hold times, I used Guardsman's "contact **" feature on their website to request a callback, hoping this would be a more efficient communication method. However, my request has seemingly been ignored as I have not received any call or follow-up from them.On May 16, 2023, in yet another attempt to resolve my issues, I called another number listed on their website, ************. Again, I was left waiting on hold for 35 minutes, with no one picking up my call. This brings my total time spent on hold across the two calls to a whopping 85 minutes. This experience starkly contrasts with their hold music message, which repeatedly states, "we value your call".The lack of a functional self-service website coupled with an understaffed and inefficient customer service department has made dealing with Guardsman a frustrating experience. My simple goal is to have my sofa cleaned and to be given an estimated time of arrival for this service, without having to endure another lengthy and unproductive call. As of today, May 16, 2023, I have not received any further communication from Guardsman regarding my pending claims or requests.

  

  Business Response

  Date: 05/22/2023

  We do apologize for the long hold times we are answering calls as quickly as we can.  Our records show that we have a claim that was not accepted due to stress tears not being covered under the protection plan.  Please refer to section 7.5.1 of the protection plan for this information.  We show that we needed some additional information from the technician that was at the home on 4/26/2023 and we have reached out to them.  Once this information is reviewed you will be contacted.  We will forward this to the appropriate department to see if this can be expedited.

  Customer Answer

  Date: 05/23/2023

   
  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.

  I have also received additional communication from them yesterday.

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

• Initial Complaint

  Date:05/15/2023

  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 putlrchased sofa in 2021 from Steinhafels. The warranty provided at time was with Guardsman. I had to file a claim in December of 2022 due to my dog eating couch. I contacted Guardsman several times and was never able to speak to a supervisor. Finally in February ************************************************************************* February. There is no tracking # however so I have no clue where this part is. I have contacted *********** to look into this but I am reporting Guardsman for extremely terrible customer service. I call to get answers and get transferred to different departments and get put on hold for 45 minutes. I want my part shipped and my couch fixed ASAP.

  

  Business Response

  Date: 05/30/2023

  Our records show that the parts were order and were successfully installed on 5/24/2023. Unfortunately we have no control over how long it takes to get parts from the manufacture.

• Initial Complaint

  Date:05/12/2023

  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 furniture from ***** ***** in August, 2021. Purchased the 5-year Gold Guardsman Protection Plan for areas rugs and furniture. Stain occurred on area rug. Per the agreement, the following took place:- Claim was filed with Guardsman - Technician sent out to try to remove stain - Technician could not remove stain - Per the agreement, area rug should be replaced - I have not had any follow up from Guardsman - I call daily and get a voicemail that says to call back at another time - My claim is with the "resolutions department" but no one answers the phone - When I can get to a customer service person, they tell me to call back when "resolution" will answer - It has been one year since the technician came out and months of trying to get Guardsman to answer their phone so I can get a replacement rug, per the protection plan I purchased without success I need assistance in getting this company to answer their phone so I can get a replacement rug per the protection plan we purchased.

  

  Business Response

  Date: 05/18/2023

  Our records show an email was sent on 6/1/2022 advising we needed some additional information from you.  We did not receive a phone call until 5/9/2023 checking the status of the claim. We then show we received an email from you on 5/09/2023 which we responded to on 5/13/2023. We then emailed on 5/15/2023 with options for the area rug. We do show receiving your response advising you wanted the rug replaced.  A purchase order for that should be sent to the Retailer in the next ***** hours.

• Initial Complaint

  Date:05/10/2023

  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 couches from Elgins furniture in 2019 and purchased a protection plan. I filed a claim in June of 2022 and they said I needed more paperwork. I called Elgins they gave me a number that was on my paperwork and Guardsman said it wasnt good enough they needed a full receipt stating I bought the 5 year plan. I was out of a car so a worker from *****'s sent me a picture of the receipt and I sent it to them and again that wasnt good enough. Finally I made it to the store to get the receipt and sent it off. I havent received a call call an email or anything so I called them back. They ask if I submitted the paperwork and I said yes. As of today which is May 10th 2023 I havent had my furniture fixed and no one have reached out! They gave me a number to call to have someone come out and its only open on Monday and Tuesday. Ive called numerous times and cant get through. I paid $2500 for my furniture set and Im disappointed that the couches are getting worse because they need to be serviced. At this point I dont know what else to do

  

  Business Response

  Date: 05/12/2023

  Our records show that  we still have not received a sales receipt showing the purchase of the loveseat and ottoman that were reported. The only items on the sales receipt are a sofa and chair.. The terms of the protection plan state that you must provide the sales receipt within ************************************************** damage to your furniture.  At this time the claim has been closed and would not be eligible for service.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20041276
  
  I am rejecting this response because:I gave you all the number that was ***** sent me which is the same number that you ask for on your claim and Im trying to understand why wasnt it accepted!? Also after the claim you never reached out to me to let me know you didnt have the correct documents. I reached out 3 months later. I sent the receipt when you gave me an email to send it to. This is ridiculous!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/18/2023

  As previously stated we have never  received a sales receipt showing the purchase of the ottoman despite this being requested multiple times.  It is now past 30 days since the damage was reported  to ** and the claim is no longer eligible for service.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20041276
  
  I am rejecting this response because: We can just go to court! Im sure the judge will understand that you just sent me a message about rejecting my claim after I reached out to the BBB. When *** been trying to reach you for months and when I would reach someone you gave me the run around. I spoke with ****** and they said the agreement number is an acceptable form of a receipt. Thank you BBB at lease they reached out after you guys go involved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  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 there service for ****** for my furniture and filed a claim they said they sent me information needing more information however I never received anything and then they denied my claim and I tried to appeal there decision and they gave me a email address that doesnt exist.

  

  Business Response

  Date: 05/12/2023

  Our record show the ***************************************************************** was provided to send an email for reconsideration of the claim.  This is a valid email. In reviewing the claim we do see that an error w as made in the original email address we sent the claim form to and we have overturned the denial.  A technician will be in contact with you to schedule an appointment. 

• Initial Complaint

  Date:05/09/2023

  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 Plan through Havertys furniture. I submitted a claim in January. No one followed up with request about a dirt stain. I let it go. Then in April we had a marker stain on two pieces of furniture that I submitted a claim. I submitted pictures of the stains showing the marker stain. They stated after review that my stain was not covered by my protection plan. I found a copy of my protection plan and it states "ballpoint pen and maker ink" are covered on fabric. So I called to discuss this with someone and stated that my plan did state that marker was covered. The representative cut me off very rudely and stated that a decision had been made and it was not covered. I once again stated the plan I was given a copy and stated it does cover marker. He said the claim was reviewed by a supervisor and they would not cover it due to "accumulation of stains" and they would not send a technician out to clean our furniture for that. This is never mentioned in any material - there is NOT a one time incident per furniture on maker. I asked to speak to the supervisor and he told me I absolutely MAY NOT talk with a supervisor I could leave a message. I explained that I have been paying for a protection plan and I wanted to speak with a supervisor. Then he hung up on me. He was incredibly unprofessional and rude.

  

  Business Response

  Date: 05/12/2023

  Our records show that the claim for the stains that were reported in ******* was not submitted.  The first claim form we received was on 3/31/2023 and then another one on 4/1/2023.  We reached out to confirm if/how the stains that were reported in ******* were resolved and also requested photos.  It was confirmed that the stains from ******* were still on the furniture.  The claim was not denied due to marker not being covered it was denied because there is an accumulation of stains from more than one incident.  We are unable to service this request.

• Initial Complaint

  Date:05/08/2023

  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.

  Guardsman received $350.00 as part of my furniture purchase loan. It was a one-year loan where the cost of my furniture and the alleged protection plan was incorporated. I purchased this protection plan on 1/15/22. This plan is to cover 10 years of service for any mechanical or spills to my sofa and Rocker/Recliner. I have called them ~ 8 times in the last 2 weeks regarding a mechanical issue and a rip in my sofa. The only response I ever get from them is that I'm in their queue to get my furniture repaired. I have asked to speak to manager on 3 different occasions and no matter who I speak with they say there is no manager available at the moment and state that someone will call me back within 24 hours. I have yet to receive a return call. I have received a couple of surveys after my phone call asking me to review the technician and, in both surveys, I gave them the poorest rating I can give them and asked for someone to call me. That has also led to no return call. My claim # is ******** that was issued on 4/26/23.

  

  Business Response

  Date: 05/12/2023

  Our records show that a Supervisor returned the call on 5/8/2023.  Claims are processed in the order received and due to an unusually high volume of claims there has been a delay in our normal processing time.  We do show that the claim was processed on 5/9/2023 and email was sent on that day advising the claim was not accepted for service. The fabric wearing through is not something that is covered under the protection plan.

• Initial Complaint

  Date:05/02/2023

  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.

  This is regarding furniture protection plan ********. I paid $349 upon purchase of furniture (for this protection plan) on 12/18/2020. On 3/31/23 I filed a claim for mechanical damage (damage occurred 3/26/2023) and some fabric damage at the site of the recliner side. No attempt to contact me has occurred. I have called customer service twice who said that claim was received and someone will contact **. (otherwise there is no communication of a claim received either) It has now been 30 days, no contact by Guardsman in an attempt to repair the broken recliner section on this sofa.

  

  Business Response

  Date: 05/09/2023

  We do apologize for the delay.  our records show an email should have been sent advising an itemized sales receipt was needed but this was not sent.  We did send it today.  Please respond to that email with the copy of the sales receipt.  Once we  receive the response we will complete the claim.

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still pending.  I have submitted receipt and told a technician will call.  I still have not heard from technician.  I have no idea who will be calling.  The service of guardsman is lacking. 
  
  Sincerely,
  
  *********************