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:02/24/2023

  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 15 weeks ago for a nail polish stain on my couch. I was told it was covered in my policy. The technician that came to my home to clean it was unable to. Guardsman stated they would remediate this issue yet it has been 15 weeks since initially filing this claim and is feeling quite excessive. I would like if this issue is remediated. my guardsmen service request is #********

  

  Business Response

  Date: 02/28/2023

  Our records show that the purchase order was sent to the store on 1/12/2023. Any questions regarding the replacement parts should be directed to the store.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19494203
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed claim on-line 12/07/2022 for defective adjustable bed base. Per contract mailed copy of contract and claim form and have proof of receipt. Technician diagnosed bed on 01/02/2023. Received e-mail from Guardsman on 01/12/2023 that bed would be replaced under warranty. E-mail further states a purchase order had been sent to store where purchased (Mattress Warehouse) and that store would contact me to arrange delivery. Contacted Mattress Warehouse on 02/14/2023 and they claimed no knowledge of said purchase order. Contacted Guardsman 02/14/2023 and told by representative that Guardsman waiting on communication from ***********************************, a message for **** at **************************** had been left, and that either **** or Guardsman would contact me. With no communication from either contacted Guardsman again on 02/24/2023. Representative stated that **************************** had not been in contact, Guardsman would contact them again, my claim would be sent to customer relations for possible expedited service, and I would receive e-mail correspondence when contact made with Mattress Warehouse. In short I demand Guardsman honor the warranty that I purchased and the warranty claim THEY approved. This matter needs to be resolved by end of business day Friday March 03, 2023. Failure to resolve in a timely fashion will compel me to utilize the court system for reimbursement.

  

  Business Response

  Date: 02/28/2023

  The purchase order to replace the bed was sent to the store on 1/12/2023. We then called the store and left a message on 2/14/2023 and we also sent them an email on 2/14/2023.  We have not yet received a response. There is nothing further we can do. We would need the store to call us or reply to the email that was sent.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19491928
  
  I am rejecting this response because:

  Guardsman stated on two separate phone conversations that claim was stalled awaiting approval from **** at ***********************************.  Had I been accurately informed by Guardsman that purchase order was e-mailed to store I would have called store directly

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

  

  Business Response

  Date: 03/17/2023

  We did advise that we were waiting for the Retailer to acknowledge the purchase order. **** works for the Retailer and that is where we have to send the purchase orders. We also advised that we were reaching out to the store to get an update which we have twice. There is nothing further that we can do until the store acknowledges the purchase order.

• Initial Complaint

  Date:02/21/2023

  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 submitted a claim on January 11, 2023 for a seam that had split on my sofa January 9, 2023. I waited several weeks and received absolutely no correspondence from the company. I put in a contact request on their website on February 2 and got an automated response to contact their customer support via phone and another stating that I hadn't reported my claim within 30 days of the damage. After calling, I found that they only accept calls on Monday and Tuesday. I called Tuesday 7th, and after being on hold over 30 minutes, spoke to a representative. We found that the date on my service claim had been reported as 2022, not 2023. She stated she would fix that issue and resubmit my claim. Later that day I got another email stating that they needed an invoice with specific information on it. That same day, I submitted my delivery invoice that had every single piece of information they requested on it. Not only did I submit it via their claims on their website, but also mailed it that same day via ***** It is now 2/21 (after the 30 days I submitted my claim) and I have still not received any correspondence regarding my claim. The claim status still says "sales invoice missing", but I know it is not because I sent it through 2 different avenues. I tried calling them again on 2/21, and after 45 minutes waiting, I was disconnected. All I want is for someone to contact me, acknowledge my claim, and get someone out to repair the seam before it gets worse. If that is not possible, I would like to be refunded for the full amount I paid for this "warranty".

  

  Business Response

  Date: 02/23/2023

  The reason for the delay is due to a new claim form being mailed in with the sales receipt and a new claim being submitted online.  Because of the new claim form and claim being submitted the system puts the claim into our new claim report and due to an unusually high volume of claims we have not processed the claims from the days we received the new forms.  We do show the new claim form and sales receipt were received in our office on 2/13.  We will notify the processing team that the sales receipt has been received and the claim should be completed by 2/24.

  Customer Answer

  Date: 02/27/2023

   
  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 not yet heard from anybody, yet, however. 

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

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19443371
  
  I am rejecting this response because: In January, my couch sustained a ripped seam. It took months and a BBB complaint before a tech even came to look at the couch. The tech could not fix the seam. The claim went to "review" on 4/3. It is now 4/30 and I have not received any correspondence or resolution. The ripped seam went from a 3 inch problem, to now closer to 8 inches of ripped seam. The tech they sent was incredibly difficult to schedule with because he only wanted to come out and look at the problem if he could also schedule ALL the other people needing help at the same time. Trying to contact Guardsman is next to impossible. They only accept calls on Monday and Tuesday, and often requires 45+ minutes of being on wait, so it's not something that can be done during a lunch break. It is unacceptable practice to take 3 months to address a problem and another month later there is still no resolution. If this seam cannot be repaired, I expect the couch to be replaced per the warranty I paid for, and I should not have to wait half a year to get resolution for it.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/11/2023

  Date Sent: 5/9/2023 2:28:51 PM
  

  Our records show the following email was sent to you on 5/2/2023.  Once we receive a response to the email we can move. forward.

   

  From: Guardsman Consumer Options 
  Sent: Tuesday, May 2, 2023 11:58 AM
  To: ***********************
  Subject: Guardsman Service Request #******** PLAZA HOUSE
  
  
  Good morning,
  
  Here are the options that are available to you for Service Request 
  
  A) Settlement option:
  
  Guardsman will send you a check in the amount of $490.00
  You will keep the loveseat as is and the protection plan will end on the loveseat.
  
  ******Please verify the address you would like the check mailed to with your emailed reply.
  
  
  B) Replacement of the loveseat
  
  Guardsman will send a purchase order to the store to have the loveseat replaced. Replacement of the loveseat will end the protection plan on loveseat.  The store will pick up the loveseat upon delivery of the new.  Should you decide to have the loveseat replaced, you will need to allow the store **** days to process the paperwork.  Any questions regarding the status of the replacement after the purchase order has been sent should be directed to your retailer.  The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. Please keep in mind that if you choose for delivery through your retailer there *** be a delivery charge associated with it.  Guardsman does not get involved with any delivery charges or taxes.
  
  
  
        B-1) Buyback option:
  
  Guardsman will send a purchase order to the store to have the loveseat replaced (see option B above). The store will NOT pick up the loveseat upon delivery of the new if you pay Guardsman $570.00 with a ***** Mastercard, or **************** card. The protection plan ends on the loveseat.  The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. 
  ****Please call in to make the buyback payment.  Orders cannot be processed without a payment being made upfront.  Chase cards and ********* cards are not accepted.
  
  You will have 30 days to let ** know how you would like to proceed with your request.  You *** either respond directly to this email or you can contact ** at ************. Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.  Emails are processed in the order received and *** take up to 30 days.
  
  
  Thank You,
  
  Resolution ************************************************* Center
  An ************ Company
  ************

• Initial Complaint

  Date:02/21/2023

  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.

  On January 18, 2021 I purchased Gariau Rattan/Wicker 7-Piece Outdoor Patio Conversation Sectional Set along with the Premiere Outdoor 5 Year Plan. The plan was ****** which equates to approximately 10% of the purchase price of the outdoor sectional. On January 30, 2023, the damaged rattan was observed and documented. After contacting Overstock.com I was told to contact Guardsman for the warranty claim. On February 1, 2023, I submitted a claim that provided a written explanation and photos of the damaged rattan. I have contacted Guardsman customer service on 4 separate occasions with the explanation of the claim has been excepted but not processed or reviewed. During my initial call to Guardsman, the customer service representative stated the company had ten days to review the submitted claim and would contact me via email or phone. My subsequent calls have not resulted in any additional information in regard to the claim or expected processing time. The customer service representatives also refuse to email any correspondence about the ongoing inquiry. In the initial claim conditions, it is stated that all accompanying documents must be submitted within 30 days. With the lack of communication and not having a full copy of the warranty, I am extremely dissatisfied with the level of service I have received and would appreciate the support of the Better Business Bureau. Kind Regards, ***************************

  

  Business Response

  Date: 03/06/2023

  Our records show that an email was sent to ******************** on 2/27/2023 at 9:03am advising the request was not accepted for service.  The damage reported is not covered under the protection plan. Please refer to section 6 of the protection plan for plan coverage.

• Initial Complaint

  Date:02/21/2023

  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 submitted a claim on February 10th. I was told it would take 7 days to process my claim. It is now February 21st and my claim has yet to be processed. I only need the claim to be processed so I receive a credit for the couch to purchase a new one. I don't need it to be serviced. I spoke to *********** and they stated that Guardsman just needs to process the claim before he can apply the credit. From my perspective, it sounds pretty simple to process a claim. I could be mistaken however. I reached out to the BBB liason but have not received a callback. I also called customer service several times but get the same answer every time.

  

  Business Response

  Date: 02/23/2023

  We do apologize for the delay.  While we do everything we can to process claims within7 business days of receiving the claim due to an unusually high volume of claims we are experiencing delays in processing. Your claim should be processed by 2/24.

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 5 year protection plan from Guardsman. In late 2022, our loveseat broke and we filed a claim. The technician visited our house, inspected the loveseat and Guardsman determined that the piece was not repairable. Guardsman sent the purchase order to the store, and the store let them know that the item is no longer available but would be able to work out a comparable item to satisfy the claim. Guardsman then contacted me on 1/31/2023 to tell me that the store was out of business and they would be refunding me for only the cost of the plan which was $279.00. I contacted the store again on 2/20/2023 and was told that Guardsman said they had not received a reply from the store. The store manager insisted that he did reply and he received a canned reply about Guardsman being understaffed.

  

  Business Response

  Date: 02/21/2023

   We show that the store location is closed and per the terms of the plan we can only offer a refund of the plan. Our records show we sent an email to the Retailer on 2/10/2023 and we have not received a response. We are not able to move forward until the information we requested from the Retailer is verified.

• Initial Complaint

  Date:02/20/2023

  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.

  Will not answer my claim. Filed 10/31. Asked for supporting docs on 11/5. Supplied in the 6th. Never heard anything again. Called never get through. Emailed, no response. Stuck with broken recliner

  

  Business Response

  Date: 02/21/2023

  Our records show that we have not received the requested sales receipt nor have we received any emails or phone calls.  We are not able to process the claim without a sales receipt. Please contact the service center to confirm that you have the correct email address.

• Initial Complaint

  Date:02/16/2023

  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.

  We purchased a reclining sofa, loveseat and chair a couple of years ago. We purchased the Gold Plus warranty with the purchase from Havertys. The buttons on the sofa quit working on one side when the recliner was in the up position. I called and filed the claim on 1/31/23. I then received an email to fill out the claim form. I did that on the same day and sent pictures. As of today 2/16/23, I have received no response. I called today and was told they were backed up on claims, so I asked to speak to a manager. I was put on hold, then told there was no one available and they would call me back. Never received a phone call. Fortunately, the button started working again, or I would still have a recliner stuck in the air. I still need them to come look at it to find out why it did that. We filed a claim about a year ago and it took about a month after we called them back to get someone to come out on a button that was sticking. They sent a technician out who told us he couldnt do anything. He was just there to look at it. He said he would order the button and get back to us. Never heard back from them again. I paid for a service that they seem to not provide. Unacceptable! The attached document is my files claim, but thats all I have. Never received anything else from them.

  

  Business Response

  Date: 02/21/2023

  We do apologize for the delay in processing your claim.  We are experiencing an unusually high volume of claims and we are working as quickly as we can.  We do not show a claim for you from last year.  We do show that your claim was processed today.  We do show your request for a Supervisor was sent for someone to call you back on 2/16/2023 and we will look into why this didn't happen and address that internally. A technician will be in contact with you to schedule an appointment.

• Initial Complaint

  Date:02/16/2023

  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.

  We have filed a complaint (#********) concerning ta dining set purchased from ************************ in *****, ** 9/19/2018. The claim was denied. After numerous calls to Guardsman trying to file the complaint (the online form was not working), the company responded as if they didn't have time to help us. We made a call when our pictures would not upload and the rep told us pictures were not needed. When the claim was processed, we would hear from a rep who would either come take a look or ask for pictures at that time. No one has ever asked to see the pictures or come look. After waiting on hold for over one hour on 2/13/2023, a gentleman got on the call and was extremely rude. He would not allow us the decency to even speak. Any time I tried to explain my call, he would continue to talk over me. He was accusing me of things such as not sending pictures. As I tried to explain my problem with pictures not uploading and their rep telling me it was not necessary, he never listened but continued talking over me. After letting him carry on with his rude rambling, I begged him to please just let me speak. That I had waited on hold for over an hour and deserved the decency to explain. He very rudely/loudly explained that he was finished talking and as far as he was concerned this conversation was over. And he hung up on me!!! From the time I gave him my claim number until the time he hung up on me, I was never given the opportunity to explain my call or the damage done to the furniture. Because the wording of our claim was not as he wanted it to be, he had no interest in listening to the customer and trying to make things right. This table and chairs were purchased for a cost of $3,251.12. This is not cheap furniture. We would like for Guardsman to repair the furniture we have filed a claim for. Space does not allow to give all the details of the trouble we have encountered and the rudeness we have experienced with Guardsman Reps.

  

  Business Response

  Date: 02/21/2023

  We do process claims based on what is reported on the claim form.  The claim form states that you have no idea what caused the damage it started as pin holes and has continued to peel.  The leather peeling is not some covered under the plan, even if there was an incident that caused the damage.  We do apologize for the representative speaking over you and ending the call so abruptly this is not the way we expect our representatives to handle phone calls.  The representative however did not accuse you of not sending photos.  He did advise that photos were not needed since the leather peeling is not covered regardless of what caused it.  We are unable to service this request as the damage is not covered under the protection plan and is specifically listed under the "What is not Covered" section of the plan, Please see section 7.5.5 in the protection plan.

• Initial Complaint

  Date:02/14/2023

  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 am corresponding on behalf of my parents who bought a table with chairs and also the protection plan. If their information is needed to solve the problem, I'll be glad to provide. Space does not allow for me to give all the details of the horrible experiences and conversations I've had with Guardsman. I've never felt so unheard and disrespected. The most recent phone call, after waiting on the phone over 1 hour, the rep I spoke with was extremely obnoxious and rude, not giving me a chance at all to explain my call or offer the misleading information I had previously been given from Guardsman. When trying to tell him I had more than one claim number, he continued to aggressively ramble. Again, as I tried to tell him I had more than one claim number, he rudely told me I was making such a big deal out of this. I apologized if I appeared to make a big deal, just trying to give him the other numbers to look up my claims. The conversation continued to go downhill as he rambled non-stop. Things he was accusing me of, such as not sending pictures, I tried to explain that the website was not letting me add pictures and his rep told me not to worry about it, that someone would come take a look or ask for pictures when the claim was processed. But he wouldn't quit talking to hear me. Not once was I able to defend his accusations towards me or explain my call. As he was wrapping up his conversation/script, I begged him to PLEASE just let me speak, that I had waited on hold for over 1 hour and I deserved the decency to be heard and explain my call. He aggressively and rudely told me he was ending the call and he hung up on me!!! Space does not allow for me to give all the details of all the instances with Guardsman. I have no respect for a company who treats their customers as I've been treated.

  

  Business Response

  Date: 02/15/2023

  We are unable to find a claim with the information provided.  Please provide the name, complete address and phone number for the purchaser of the furniture or the claim number so that we can review the claim.