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 FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

• 

  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

• 

  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:04/06/2023

  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 duo leather reclining loveseat from Havertys furniture . I bought the premium Guardsman protection plan ( as recommended by my salesman to insure no unnecessary expense in the future ) . Immediately upon recognizing an issue with the furniture ( squeaking between the seats and a small scratch) I submitted a claim . First I contacted guardsman via phone . They took A LOT of information from me and then they said You must submit your claim online ! Online claim forms were absolutely ridiculous. They required pictures ( of the ********* or the next page failed to load . After multiple attempts I called back . Got zero help . Finally , omitting crucial details , the online requirements were complete. So , I waited for over a month and called back only to be told , We dont / cant tell you when you will be hearing from us as its first come first served basis ! Unbelievable , right ? Again , I wait weeks only to receive an email from Guardsman stating that because my frame is cracked/ broken they wont even come out , let alone repair my seats ! I dont , not for one minute , think my frame is cracked at all ! The sound is a squeak like too tight leather rubbing and what about the scratch ? How on Earth did Guardsman diagnose this problem without a tech visit , I will never know ! What a rip off , Guardsman is definitely an out and out SCAM FOLKS ! Do not be had ! I am escalating this to whatever level I must to either get a COMPLETE REFUND or SERVICE I PAID FOR ! Shame on you Guardsman .

  

  Business Response

  Date: 04/10/2023

  Claims are processed based on the information provided on the claim form.  The claim form states that the furniture has  been making noise since it as delivered. The protection plan does not cover issues that were there when the furniture was delivered. In addition, the protection plan states that the frame, springs and mechanism would be service only if they were originally covered under a manufactures warranty that has expired.  Since the furniture is less than a year old this should  still be covered under the manufactures warranty.  We are unable to service this request.  The term of the protection plan do not allow for a refund of the plan.

• Initial Complaint

  Date:04/06/2023

  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 had a leather power recliner just completely stop working after less than two years. I filed a claim with Guardsman in January and have still not received any response. I have called repeatedly over the last four months to only be told that they have my claim, but cannot tell me when the chair will be fixed. They refuse to give me any sort of timeline. The lack of communication and transparency is unacceptable. Is this protection plan just a scam? I see lots of other BBB complaints about the same situation I am in. I want the chair fixed or replaced NOW.

  

  Business Response

  Date: 05/12/2023

  Our records show that an email was sent to ************************ on 2/20/2023 advising the claim was not accepted for service.  The terms of the protection plan state that any issues with the furniture must be reported  to Guardsman within 30 days of the issue occurring.  The claim was submitted on 1/25/2023 and the claim form states that the damage occurred on 12/1/2022 and 5/1/2022. This is outside of the 30 day timeframe as outlined in the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:04/04/2023

  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.

  After the furniture store explained to us that the warranty will cover everything, Guardsman came back and told me that the mold under knee of my mattresses do not qualify. This type of behaivor shouldn continue. Companies making money and refusing to serve the consumer. If this company truely want to guard their reputation then what they need to do is to be pro-active by calling their new clients and explain th them what really is cover and to give them a chance to decide to keep the policy or to cancel it.What

  

  Business Response

  Date: 04/10/2023

  The protection plan has a very specific list of stains and damages that are covered.  Claims are processed based on the stains and damages that are listed under the "What is Covered" section of the protection plan.  Mold is not listed under the "What is Covered Section" of the protection plan. We are unable to service this request.

• Initial Complaint

  Date:03/31/2023

  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 opted for furniture insurance five year plan $400 when i purchased my living room suite. i have attempted to set up repair appointment several times. seam threads coming out of my recliner and protruding nail on sofa. i would like to receive my money back so i can get my furniture repaired from a local furniture repairman.

  

  Business Response

  Date: 04/03/2023

  Our records show we received one claim 8/6/2021 that was not accepted for service due to non covered damage and reporting timeframe.  We do show that we received a phone call  on 3/30/2023 to report damage to the furniture but the claim form has not been submitted .  We are not able to process a claim until the claim is submitted.  The protection plan does not provide for a refund of the plan.

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising 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 couch from *************************** and along with it, I purchased Guardsmans protection plan. I had an issue where part of the seat on one side of the couch gave out and broke. The part that broke is clearly listed as covered in the terms of the coverage. I received an email after filing the claim with them and it stated that they will not cover that damage. I have reached out to the store to see what they will do. Guardsman needs to refund my money for the protection plan and cancel my plan as soon as they do so. This is fraud.

  

  Business Response

  Date: 04/03/2023

  The terms of  the protection plan state we will service this type of damage if the damage was covered under a manufactures warranty that has expired.  Our records indicate that the sofa as just purchased in January of this year and should be covered under the first year manufactures warranty.  The terms of the protection plan do not provide for a refund of the plan.

  6.0 What is covered

  6.1.7. Failure of frames, springs, mechanisms, motors, levers or hand wands, or power or remote cords used for sleeper, reclining, and inclining applications, if these
  components were covered by an original manufacturers warranty and such warranty has expired.
  

   

   

• Initial Complaint

  Date:03/30/2023

  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 filed only 1 claim in 5 years on my chairs that were covered by Guardsman. Claim number ********. Contract ID: ******** Had to go through tons of paperwork and sent photos of the stains that happened after a kids birthday party.They initially acknowledged the claim and sent a cleaning kit, which was basically a cheap bleach and bleached the chairs to look even worse.I informed to explain it didn't work through their cumbersome method.After that they sent emails (my name is misspelt *******************, should be *******************), that they can't do anything and this is excluded in the coverage. Now the chairs even look worse than before. Why did they try to fix it earlier then??They decided among themselves I guess that the stains were there before... what a scam!

  

  Business Response

  Date: 04/03/2023

  Our cleaning products do contain bleach.  The technicians report and photos show and accumulation of stains and soiling and do not show stains form a one time incident.  The protection plan does not provide service for an accumulation of stains.  This is listed under the "What is not covered" section of the protection plan. 

• Initial Complaint

  Date:03/29/2023

  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.

  the warranty is a scam!!!! Bought a sectional from ********* of ********** on Dec. 2020, with the 5 year warranty from guardsman. A spring is poking out and I filed a claim on Dec. 16, 2022, well within the 5 year warranty timeline. However, they denied it because they said I only had 30 days from the Nov. phone call which I made stating I needed to open a claim. Claim no. is ******** A guardsman customer service rep explained I was 4 days past the 30 day limit and hung up on me I filed a new claim on Feb. 13, 2023, thinking I'll try again since I'm still within my 5 year window. ****, denied again. After submitting a question, 3 different times on the customer service "contact us" section on their website asking for the correct email address for the reconsideration department and calling the ***** number 2 times, holding for up to 45 minutes each time, I still do not have the correct email address for filing a reconsideration request. I'm needing the correct email to file a reconsideration request for my denied claim. After reading on line complaints, I'm not the first disgruntled customer to try to reach this department, not sure this ***** exists. At this point I think the warranty is a scam and don't believe Guardsman will honor my claim or any claim.

  

  Business Response

  Date: 04/03/2023

  The terms of the protection plan state that  anytime you have an issue with the furniture you must report the issue within 30 days of the issue occurring.  Once you report the issue the claim form and any other necessary d0cuments must be received by Guardsman within 30 days of reporting the issue.  We were first contacted on 11/21/2022 and the completed claim was not received until 12/29/2022. A second claim was filed on 2/13/2023 and that claim form stated the damage occurred on 10/1/2022. Both of these claims were outside of the 30 day requirements.  We then received a third claim with another date for the damage occurring. Continuing to resubmit claims with different information does not change original outcome of the claim.  The claims are not eligible for service according to plan terms.  We do show that we spoke with you on 2/6/2023 and attempted to provide you with the information to send an email for reconsideration but you refused to take that information. We then spoke with you on 3/21/2023 and again on 3/27/2023 and we provided that information to you.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19868028
  
  I am rejecting this response because: My warranty is for 5 years and I am well with in that time frame. I did not refuse to accept the information, as the guardsman statement says. The guardsman customer service agent hung up on me. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/28/2023

  The length of the protection plan is 5 years, however there are terms and conditions to be eligible for service.  The protection plan states that the completed claim form and any other required documents must be received by Guardsman within ********************************************* damage. This timeframe was not met.  We are unable to service this request.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19868028
  
  I am rejecting this response because:
  I feel youre trying to avoid your responsibilities with a unreasonable 30 day window. I will not pay for a guardsman warranty ever again. FYI Havertys stepped up where your company failed and fixed the couch. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Furniture Protection plan through Guardsman- an affiliate of yours For $299.00 for 5 years. I made 4 separate claims and all 4 were denied for not providing documentation which I did. I made several calls and finally received an email to send documentation to for follow up. Again was denied because they told me claims only last 30 days. It took you all 3 weeks to deny the claim. Several more days to answer the phone because that department ONLY receives calls Mondays and Tuesdays and it takes over an hour just to talk to someone. Then they deny you for surpassing the 30 days. My last claim never even received a response from anyone. Your customer service puts all blame on the consumer and none on themselves for dropping the ball on getting claims resolved.

  

  Business Response

  Date: 05/12/2023

  Our records show that the claims were not accepted due the issues with the furniture not being reported within the timeframe outlined in the plan and also the documents not being received in our office within the timeframe outlined in the plan. Our records also show a refund was requested and this refund was processed on 5/5/2023.   We also show that we called on 5/5/2023 and left a voice mail advising this as well. the refund of the plan ends the protection plan and the furniture is no longer eligible for service.

   

• Initial Complaint

  Date:03/24/2023

  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 filed a claim with Guardsman for heat damage to a table over a month ago. I have yet to hear back from anyone at the company.

  

  Business Response

  Date: 03/28/2023

  Our records show that an email was sent on 3/23/2023 advising your claim has been processed and a technician will be in contact with you to schedule an appointment. If you have not heard from a technician by 3/30/2023 please contact the service center at ************.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from ********* and also purchased their recommended "Guardsman Gold Complete Plus Furniture Protection Plan" from Guardsman Furniture Professionals.On 3/9/2023 I contacted Guardsman and filed a claim. Guardsman has my claim filed under my phone number, **********. I was informed that I would hear back from Guardsman within 7 to 10 business days regarding the plan of correction of my damaged furniture. On 3/17/2023 I contacted Guardsman via phone. I asked for a status update on my claim. I was told, "*************** you have a claim that was filed on 3/9/2023". The support person told me that they could not give me any l status other than "your claim is processing". I asked, "will I be contacted within the 10 business day timeframe". The response, "we get busy.....your claim is in processing". I asked, "How will I be contacted regarding the next steps of my claim"? The response, "by either email or a phone call". I asked, "could I get the phone number that will be contacting me as I would like to be sure that I answer the call in the event that I am in a meeting or some other business event"? The response, "it will be an extension, I can't give you the number". I asked, "May I speak to your supervisor, possibly they could give me **************/answers to my questions". The response, "yes, please hold". When the support person returned to the call he stated, "my supervisor is very busy, she will call you back". I asked, "And when will I get this callback and what is the supervisors name that will be calling me back"? Response, "it will be late, she is very busy". What is her name, "*****". I asked, "could I speak to *****'s supervisor"?. Response, "Please hold". When the support person returned to the call, "Her supervisor is very busy and will not be able to speak with you. ***** will call you when she can". I responded, "I am very disappointed in Guardian. I have filed the claim, walked through all of the steps that Guardian requires, yet Guardian has not provided me any assistance. You have not yet processed my claim, you have not yet called or emailed me with the next steps, you will not provide me with the status of my claim in terms of when I will be contacted, you cannot even assure me that my claim will be processed and I will be contacted within the 10 business days as I was assured". I did explain to the support person (as he assured me that the call was being recorded) that I am very disappointed and dissatisfied. Therefore I plan to provide a complaint to the BBB.

  

  Business Response

  Date: 03/28/2023

  Our records show we received a claim on 3/9/2023.  Claims are processed in the order received.  Due to an unusually high volume of claims there has been a delay in processing.  Our inbound team does not have access to claim volume and are not able to provide timeframes for claims to be processed.  We do show that your claim was processed today 3/28/2023.  A technician will be in contact with you to schedule an appointment.