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

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of NY

  521 Fifth Avenue Suite 1700 New York, NY 10175-0003

• 

  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:02/23/2025

  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.

  I purchased a sofa and loveseat from ********* in *********, ********. As part of my purchase, I added on furniture warranty via Guardsman Furniture Professionals. Years later, there are multiple defects in the sofa and loveseat. I still have 1 year remaining on my warranty. On 2/8/25; I completed an online claim via Guardsman's website. Two weeks later, I called the Guardsman's customer service to confirm my claim and receive an update. The customer service *** said that they had received my claim and that I would be contacted soon once it was processed. It is now almost a full month later, and I have not received any further communication from this company regarding my claim and when I can expect my furniture to be ***aired. I would like to receive a refund of the price paid on this warranty, or a technician to come out to ***air the furniture.

  

  Business Response

  Date: 02/24/2025

  Our records show that we did receive your claim on 2/8/2025. Claims are processed in the order received. due to an unusually high volume of claims it is taking longer than normal for claims to be processed.  Once your claim is processed you will be contacted. At this time we are not able to give you an exact timeframe. We would estimate that the claim should be processed by 2/28/2025.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible. This is a warranty company for furniture. Has no resolved the issue and continues to pile excise after excuse. No calls from managers to resolve this problem. We purchased there Waranty for a couch and they failed to provide an acceptable and reasonable service within a huge amount of time. Severely dissatisfied and horrible customer service. I would like my issue resolved

  

  Business Response

  Date: 02/18/2025

  Our records show that Guardsman sent the purchase order for a seat casing and cushion core to the Retailer on 11/4/2024. Guardsman has no control over how long the parts take to be received from the manufacturer. We have been in contact with the Retailer and have spoken with you and emailed multiple times regarding the *** for the parts. The last communication from the Retailer on 2/14/2025 shows that the cushion core was received and they were processing it to be shipped to the store where you originally purchased the sofa and the store will contact you once they receive it. Any further questions regarding the replacement parts should be directed to the store.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22941506
  
  I am rejecting this response because they clearly dont see the issue. Its always a blame game with horrible representatives. At the end of the day who is screwed?? Me. We paid for the guardsman service and you guys failed severely and its always contact the store, we dont have control etc. very frustrating as a consumer who purchased your service.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/06/2025

  Guardsman followed the terms of the protection plan.  Parts are ordered from the manufacturer by the store. Neither the store nor Guardsman have any control over how long it takes to get the parts from the manufacturer. Guardsman  does not make or sell furniture and as such only the store is able to get updates on parts that are ordered.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27th, 2024 we started our claim with Guardsman. Emails and calls indicated that the process would take a few weeks. On 2/11/25 we finally closed our case with them. The wait for furniture claim resolution took a toll. I spent hours checking on our claim. Wait time on hold up to an hour.I think (but hope not) that wears down a consumer where they dont want to pursue a claim.Ridiculous! Sooo glad its over. Ill never, ever use them again.

  

  Business Response

  Date: 02/18/2025

  We do apologize for the delay in processing the claim. Claims are generally processed within 7-10 business days . Due to unusually high claim volume it did take longer for the claim to be processed. The claim was processed on 12/16/2024. We can't speak to the length of time it took for the technicians visit.  Technicians set their own schedules and the Holidays may have caused a delay.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sofa sectional couch from ********* Furniture in **********, ** and was advised to purchase a Guardsman, Gold Plan for $649.00 to protect against stains or damage to the couch.We suffered an accidental spillage that resulted in a stain on two cushions. We filed a claim with Guardsman on January 25, 2025 and was instructed to go on line an file a claim describing the problem with photos. We complied with the requests and filed out the Claim Form and included pictures of the stains, as requested on January 27, 2025. We have not heard from Guardsman since that date despite leaving several phone messages. Their hours of operation for telephone assistance are from 8:30am to 2:00pm Eastern time three days a week! Calls to **************** for resolution have not been successful.

  

  Business Response

  Date: 02/17/2025

  The hours of operation for **************** for new claims are Mon-Thurs 8:30am-8:00pm EST and Friday 8:30am-6:00PM EST. We do have departments with the hours you have provided but those are not departments that would speak with customers in regards to new claims that have been submitted. The phone number for new claims is ************.  Our records show that we received your claim on 1/27/2025.  Claims are processed in the order received and you will be contacted once the claim is processed.  We do show that this information has also been provided to the store where the furniture was purchased.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22928543
  
  I am rejecting this response because:The customer response was not correct. The phone number on their brochure and contract is ************. The number given on their answer to our complaint, ************ was not indicated on any document we received when we ordered the service contract. We just called the new number and were disconnected! This company is not credible. We want a refund of our $646 payment for the contract!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/05/2025

  Guardsman  does have more than one phone number.  The hours of operation for the phone number provided on your service agreement are also Mon-Thurs 8:30am-8:00pm EST and Fri 8:30am-6:00pm EST.  The terms of the protection plan do not provide for a refund of the plan.  We do show that the technician has submitted been to the home and we have received his report today 3/5/2025. Once the Resolution team has reviewed the technicians report you will be contacted with next steps. If you would like to contact them the phone number for that department is ************.  Their hours for phone calls are Mon-Tues and Thurs-Fri 8:30am-2:00pm EST.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the warranty fulfillment for a couch and loveseat I purchased from your ************* of Transaction: January 11, 2025 Date of Loan: February 9, 2022 Amount Paid: $2,400.31 Product Purchased: Couch and Loveseat Issue: The warranty has not been honored after payment and a claim submission.Resolution Attempt: Despite my efforts to resolve this issue, the business has not attempted to address my concerns.I purchased the couch and loveseat under the assurance that the warranty would cover any qualifying defects or issues. After noticing a problem, I submitted a warranty claim, expecting the matter to be handled per the terms of the agreement. However, despite my claim and full payment, no action has been taken to fulfill the warranty obligations.I request an immediate resolution, either through repair, replacement, or a refund as per the warranty agreement. If the issue is not resolved within a reasonable timeframe, I may be forced to seek further action through consumer protection agencies or legal means.

  

  Business Response

  Date: 02/24/2025

  As was advised in previous BBB complaint 22927329

  
  Our records show that the claim for the sofa and loveseat was submitted on 1/2/2025 on the claim forms it was reported that the damages occurred on 2/1/2024 The terms of the protection plan state that any stains or damages to the furniture must be reported to Guardsman within *********************** damage occurring. This information can be found on the front of the protection plan and also under section 2. How to File a Claim in the protection plan. The timeframe reported exceeds the 30 days as outlined in the protection plan. We are unable to service this request.
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the warranty fulfillment for a couch and loveseat I purchased from your ************* of Transaction: January 11, 2025 Date of Loan: February 9, 2022 Amount Paid: $2,400.31 Product Purchased: Couch and Loveseat Issue: The warranty has not been honored after payment and a claim submission.Resolution Attempt: Despite my efforts to resolve this issue, the business has not attempted to address my concerns.I purchased the couch and loveseat under the assurance that the warranty would cover any qualifying defects or issues. After noticing a problem, I submitted a warranty claim, expecting the matter to be handled per the terms of the agreement. However, despite my claim and full payment, no action has been taken to fulfill the warranty obligations.I request an immediate resolution, either through repair, replacement, or a refund as per the warranty agreement. If the issue is not resolved within a reasonable timeframe, I may be forced to seek further action through consumer protection agencies or legal means.

  

  Business Response

  Date: 02/17/2025

  Our records show that the claim for the sofa and loveseat was submitted on 1/2/2025 on the claim forms it was reported that the damages occurred on 2/1/2024 The terms of the protection plan state that any stains or damages to the furniture must be reported to Guardsman within *********************** damage occurring. This information can be found on the front of the protection plan and also under section 2. How to File a Claim in the protection plan. The timeframe reported exceeds the 30 days as outlined in the protection plan. We are unable to service this request.

   

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim two months ago with guardsman regarding my couch and my furniture damage. I was told that they would cover the damage I file a claim on. Eventually, ****** told me they would not cover 95% of the damage. Through the numerous phone calls And not fixing anything. They decided to tell me that they would repair the animal puncture. However, after the technician came out, confirmed the damage, guards then a week later told me that they will not cover the animal damage because they consider to be preventable. What is the Point of the insurance? Of course, I can prevent hail damage on my car if I avoid driving in the storm with hail in it.

  

  Business Response

  Date: 02/11/2025

  The Guardsman protection plan provided service for a single incident of animal damage.  The technician photos and report shows extensive animal damage  as well as an accumulation of other damages which is not covered under the protection plan.  please refer to section 9.8 of the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22897197
  
  I am rejecting this response because:
  This business is a scam! They lie! They deceive their clients! I just want a full refund. They claim they cover animal manage, but under their clause 9: states that they do not cover animal damage caused by teeth or claws! This is a SCAM!!
  
  Sincerely,
  
  *********** ****

  

  Business Response

  Date: 02/18/2025

  The terms of the protection plan provide service for a single incident of animal damage. The terms of the protection plan exclude an accumulation of damages and also exclude excessive damages. This information can be found in sections 6.1.6, 7.5 and 9.8 of the protection plan. The terms of the protection plan do not provide for a refund of the plan.  

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a king mattress 10year warranty purchased October 2015 I purchased a mattress cover that was supposed to protect my mattress from any damage I have damage to my mattress top stains guardsman will not send a technician out to clean saying they dont cover they do cover stains from bodily fluids I dont know where my stains come from and neither do they I had them out in 2021 form same issue now they are trying to get out of offering any solution to my problem I was told mattress cover would protect mattress it has not false advertising I feel I have been jipped please make them come out and provide service how am I supposed to know where stain come from they should cover no matter what they say

  

  Business Response

  Date: 01/30/2025

  The claim form that was submitted reported dirt/dingy/general soiling which is not covered under the protection plan. We have reviewed the calls and at no time did anyone advise we do not cover bodily fluid stains.  On the phone call you advised that you do not know what the stains are but you know that they are not bodily fluid stains it looks like it is yellowing. Yellowing and unknown stains are not covered under the protection plan. We are unable to service this request.
  
  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22867425
  
  I am rejecting this response because:
  They do not know it is not from bodily fluids  I  think the stain maybe bodily fluids because same stains I had them come out in 2021 and they were bodily fluids they want to pick and choose what they want instead of sending technician out they want to pick and choose what they cover my daughter filed the claim I told her to put bodily fluids on her mattress she had urine they sent her cleaning kit they need to provide customer service and satisfaction
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/11/2025

  Guardsman does not send technicians determine what the stains are.  Claims are processed according to what is reported by the customer. The claim form reported general soiling and you advised that the stain was not bodily fluid and that you did not know what the stain was.  Unknown stains and general soiling are not covered.  we are unable to service this request.

• Initial Complaint

  Date:01/24/2025

  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.

  I contacted Guardsman on November 30, 2024 regarding stains on my sectional and marks on my kitchen table. They informed me I would have to fill out a form online along with uploading pictures. I did as they requested and on December 6 I received an email regarding the couch that I would be receiving a cleaning product in the mail to clean my cushions and if that didn't work to contact them within 30 days otherwise, my request would be null and void. As of today, I have never heard from them. I along with my wife have made several calls into Guardsman and have gotten nowhere. Today after numerous calls and being asked to hold on and getting disconnected 3 times a manager finally called me back and said they are backed up and I would have to resubmit my claim. I feel this is ridiculous and at this point I would be happy getting my $299 back and hiring my own neighborhood company to clean my cushions and repair my table.This is unacceptable. No contact in almost 2 months. I would appreciate if you the BBB can help resolve this issue. I am a very unhappy customer. I have spent way too many hours on this issue to be where I was when I started on November 30.Thank you!

  

  Business Response

  Date: 01/30/2025

  We do apologize for the delay in your claim.  In reviewing the information we did find that you were provided incorrect information Shortly after you submitted your claim you should have received a second email with a link to go to report if the cleaning kit worked on the sectional or not. Because that was not done the claim was not visible to our processing team. We have provided additional refresher training to our Inbound customer service team to remind them of this.  We show that we spoke with you on 1/23/2025 and an email was sent on the day advising of an additional photo that is needed and also that the sales receipt is needed.  Please check your spam if you do not see this email. the subject line reads" Subject: Guardsman Claim ********. Again we do apologize for the error.
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* sold us the Guardsman furniture protection under the auspices that it would cover a litany of furniture damages including urine stains. We submitted a claim on 11/29/24. Guardsman didn't send a third-party technician until 12/20/24. The technician was unable to remove the urine from our white furniture. The technician submitted a false report that the stains were removed. We requested that the company come back and look at the furniture to verify that the urine stain is still very much present. Guardsman claims the third-party company was directed to come back out. The third-party company won't answer their phone. They have not reinspected our furniture. Meanwhile, ******* has refused to assist us because "They no longer use Guardsman they use Guardian". We are caught in the middle of this situation with everyone placing the blame and responsibility at someone else's feet. This leaves us with a damaged $1,686.00 sofa and a $499 furniture plan that is worthless. We would like Guardsman to remedy this situation since they are the furniture plan who guarantees repair or replacement.

  

  Business Response

  Date: 01/27/2025

  We do apologize.  The photos that the technician submitted do show that the stains were removed. It is possible that the fabric was still damp and the stains may have still been visible once it dried. Our records show that the technician contacted us and advised that you no longer needed service.  If this is incorrect, please contact the service center at ************ Mon-Fri 9:30am-6:00pm EST.