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:02/14/2023

  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 filed a claim with guardsman for damage to a an ************* bar cabinet. The bar cabinet and the guardsman policy were purchased through overstock.com Jun29, 2018. Recently, during unloading and loading of supplies into the cabinet, one of the hinges was damaged. One door now visibly "leans" and the doors no longer close properly. I filed this claim in excess of 30 days ago, including photos of the item and a description of the damage. So far I have received no updates or contact from guardian. The claim was submitted on Jan 11th, 2023. When checking my claim status on the website, it simply says that my claim was reviewed and I will be receiving a letter from guardsman in the mail, however I have received no such letter, nor do I have any indication as to whether my claim was accepted, or if more information is required. Attempts to call into customer service have resulted in massive hold times, as the first agents tell me they need to forward me onto another team, who never seem to be available.This non-responsive behavior, and total lack of transparency as to status seem designed to frustrate consumers and avoid honoring the warranty I purchased. I'm seeking execution of the warranty to repair the damage to my furniture, or a payment for the total replacement cost of an identical unit.Claim# ******** Purchase Details from the overstock receipt:Guardsman Furniture Professionals Elite 5-year Protection Plan Item #******** ******************** Stain Home Bar Wine Cabinet Item #********

  

  Business Response

  Date: 02/15/2023

  Our records show an email was sent on 2/2/2023 at 4:03pm advising the claim was not accepted for service. The email would have come from our corporate email theamynttagroup.com. The damage reported with the door not being flush and possible issue with the magnets are not covered under the protection plan. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19405373
  
  I am rejecting this response because: The damage clearly aligns with coverage from the warranty - the reason supplied for rejection is both ambiguous and arbitrary.  Additionally, no such email was received, in my main inbox, junk folder, or otherwise from the " theamynttagroup.com" domain.  It does not appear that Guardsman is proceeding in good faith here.

  Additionally, I cannot fathom why this would not be covered .As per the guardsman's website, "A Guardsman Furniture Protection Plan helps protect your new furniture from accidental stains and damage caused by you or someone in your home"  Further, that same guardsman FAQ specifically lists coverage repairing "Springs, frames, and certain mechanisms".  The door was damaged accidentally during unloading and loading of the shelves on the door.  The door no longer closes, either due to damage to the wooden door itself, or to the hinge.  This is not a magnet issue - the doors are literally so misaligned that they bump into one another and obstruct closure.  Photos showing this misalignment accompanied the claim submission.  This is plainly in scope for the service plan.

  Guardsman is welcome to send a technician to evaluate exactly what element of the furniture needs to be repaired, as I am not a furniture repair specialist and am not qualified to make such a determination.

  The acceptable resolutions here remain either repair of the damaged furniture, replace with an identical model, or issue payment for the full cost of an identical replacement.  

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

  

  Business Response

  Date: 02/28/2023

  We are sorry that you are not seeing the email.  This email was sent on 2/2/2023 as stated.  This damage is not listed under the what is covered section of the protection plan. Thee frame, springs and mechanism issues are listed under coverage for upholstered furniture.  We are unable to service this request.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19405373
  
  I am rejecting this response because: These details are not specified in the website coverage terms, and appear as arbitrary as the original response, and did not even include a link to a policy term which might substantiate this attempted claim denial.  This piece of furniture is a wooden cabinet with hinged doors, and internal shelves and drawers.  It is literally nothing but wooden components and the mechanisms (hinges, handles, drawer tracks) which couple those wooden components.  This hinge is fundamental to both the operation of the cabinet, with the damage caused by a covered event.  This attempt to reject a valid claim is disheartening and deeply anti-consumer, and I must continue to insist that you honor the warranty by either repairing, replacing, or fully reimbursing the replacement cost of the damaged item.
  
  Sincerely,
  
  ******************************************

• 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 purchased a guardsman policy on my outdoor furniture. I since have had a squirrel ear one of the cushions. I have filed my claim and they tell me they sent me a letter on 12-29-22. I have never received this letter. I try to call but they only answer calls on Monday and Tuesday. I have been on hold for numerous hours. I am due my furniture forced since I did purchase the protection plan. I submitted a claim as soon as I found the damage. I have been getting the runaround. I want what I paid for.

  

  Business Response

  Date: 02/15/2023

  our records show that an email was sent to *********************** on ***** at 11:03am.  This email would have come from our corporate email and show it was sent form theamyntagroup. The protection lkan does not cover animal damage or stains caused by non-pets. We are unable to service this request.

• 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.

  We purchased sectional couch with recliners in April 2018. We also purchased a 5 year protection policy from Guardman Protection.We filed a claim in early December 2022 for ink stains on the furniture, which they state in the contract is covered. They gave ** a claim number on January 24, 2023 after sending them photos and completing all of the forms. On January 31st they gave me a local number to call in ** who would come out and clean/replace fabric. They said they would call back with a repair date. They did not. I have called the number for Best Furniture Repair everyday since and left voicemail to call me back. No response. I just waited 72 minutes on the phone with ******** and a service rep said he would get me a new vendor to fix the sectional. He said they would call me direct to setup the appointment. Nothing has happened. I feel like ** getting the run around by this company. Can you help me. My claim # is 12303205.Thank you.*********************

  

  Business Response

  Date: 05/12/2023

  Our records show a purchase order was sent to the Retailer for a reselection of the sectional on 3/14/2023. We received a call from the retailer on 4/18/2023 advising that you were going to be out of town until May and that you would be in to reselect after that. If you have any questions about the reselection they should be directed to the store.

  . 

• Initial Complaint

  Date:02/14/2023

  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 submitted a claim on my guardsman furniture plan ******** on December 26, 2022 using their site. When I checked the status of the claim using their site, it state no claim found. About five or six days later I resubmitted the claim. I sent three different pictures of the couch a picture of the policy and receipt as told in both claims. I call about a week later was told that I didnt send them the policy or receipt of original sale. I sent it again mine you, you can only reach the claim people on Monday or Tuesday for the processing. Several times when I would connect I would be hung up on automatically, one time after waiting 20 or better mins. I had to wait till the following week, mind you I still couldnt check the status of the claim on their site as that feature never worked. Then I called again and was told because the picture of the receipt slightly covered the name ******* furniture they said it wasnt sufficient. I said you see the amounts, the item numbers, so I sent another picture of the receipt that day or the next on 2/7/2023. I called today and now the day the claim is denied because its over the 30 days. I now want the couch replaced because they are untrustworthy.

  

  Business Response

  Date: 02/15/2023

  In reviewing the claim we did find an error was made on our end.  We have overturned the denial and sent a work order to a technician.  They will contact you to schedule an appointment.  We are first a cleaning and repair company and to not just replace furniture.  If the technician lets us know they are unable to repair they will send us a report and we will contact you.  We do apologize for the error.

  Customer Answer

  Date: 02/16/2023

   
  Better Business Bureau: I respectfully request that this claim stays open as they made no good faith attempts to contact me only until intervention from the BBB. Company ******* home furniture state to me that this is common action from this protection plan company and longer seek to do business with them.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution if fulfilled is satisfactory to me.
   
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:02/14/2023

  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.

  bought sofa from ashley ********* bought 5 yr. accidental plan though ****** for ****** mailed them information adout my sofa's frame needs fixing the guardsman denied my claim because i had to mail the information i phoned they told me to do a reconsideration of my claim i did that phone no. is not in service have e-mailed the company and have not heard from no one this has been going on since july of 2022

  

  Business Response

  Date: 02/15/2023

  We are not finding a claim with the information provided.  It appears the phone number and postal code provided are not complete.  Please provide the complete phone number  and postal code.

  Customer Answer

  Date: 02/15/2023

  cell number -**************             postal code  v2s-5p2

  

  Business Response

  Date: 02/21/2023

  Our records show that we did receive your reconsideration request and the original outcome was upheld.  An email was sent on 2/10/2023 advising you of this.  We are unable to service this request.

   

  rom: ************ Guardsman Reconsideration 
  Sent: Friday, February 10, 2023 2:50 PM
  To: ******* <******************>
  Subject: RE: reconsideration of claim 
  
  Dear *********************************,
  
  This correspondence is in response to the letter we received regarding reconsideration for the above listed service request.  
  According to the information we have on file, the claim form was sent to you on 7/19/2022. The completed form was not received by our office until 8/30/2022. The terms of the protection plan state that you must deliver this claim form and all required claim documentation to Guardsman within *********************************************** damage. Unfortunately, the return of your claim form exceeded this requirement, and we are unable to service this request.
  
  Sincerely,
  Guardsman **************** Center

   

   

  Customer Answer

  Date: 02/21/2023

   
  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.
  
  Sincerely,
  
  ***************************; I DON'T UNDERSTAND THIS I AM NOT SATISFIED WITH GUARDSMAN'S RESONCE , IF THEY ARE NOT GOING TO FIX MY SOFA I WANT TO GET MY 229.00  BACK

• Initial Complaint

  Date:02/10/2023

  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 this item on 4-13-2020 and the chairs have completely broken apart. I have tried to file a claim with this warranty company and they are fraudulent. I tried filing a claim online but was told that I needed more information. Upon trying to submit the information the website takes you in circles and does not let you provide the information. Upon calling the voicemail says "we have suspended inbound phone calls." This is absolutely ridiculous that I cannot get anyone to assist me when I have paid money for this service. I purchased the premier five year warranty and cannot even get results.

  

  Business Response

  Date: 02/13/2023

  We do apologize that you are having issues getting the sales receipt to us.  The voice message does advise we our phones are open on Monday and Tuesday from 9:00am-5:30pm EST. Please contact the service center during these times for assistance.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19384702
  
  I am rejecting this response because: I have called and called. I then was advised to send in additional documents which I did. My claim was rejected even though it should be covered under the plan. I paid a lot of money to have my outdoor furniture covered by this warranty and you all are doing ABSOLUTELY NOTHING even though it is your responsibility to do something. This company/warranty is a scam. You take people's money and do not cover the productt. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 02/28/2023

  Breakage of wicker/rattan is not listed under the "what is covered section" of the protection plan.  The only breakage that is covered is breakage of table tops. Please refer to section 6.2 of your protection plan. We are unable to service this request. 

• Initial Complaint

  Date:02/09/2023

  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 filed 2 claims on the same sectional as required by guardsman. It has now been 10 days and I have heard nothing from them so I decided to give them a call and check the status of my claim. I called and was met with rude customer service associates and hung up on when I asked to speak to a manager. The person I spoke with had no idea as to when my claim may be processed and when asked if it really takes 10 days to look at a claim, she said no but I guess it will with yours. There is no way this is how a business should treating their customers, this is why no one wants to buy their warranty.

  

  Business Response

  Date: 02/13/2023

  Claims are processed in the order received. Claims are generally processed within **** business days of receiving the claim.  Our records show that your claim will be processed today which is the ninth business day.

  Customer Answer

  Date: 02/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2023

  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.

  We purchased furniture and the Guardsman Warranty through our local furniture store. I submitted a claim through Guardsman to have my furniture cleaned due to one of my children having an accident (vomiting). The inside of my center console was also cracked so that was submitted as well. Eventually I received a text from Furniture Solutions and asked to make an appointment to have my furniture clean. My appointment was scheduled for January 16th. ************************* came to my house and stated that he would take measurements of my center console, order it, and then be back to install and clean my furniture. I've contacted Guardsman several times and they're not sending the part so **** states that the claim has been closed and he can't come back and clean my furniture and I need to file a new claim. My furniture was never cleaned, and I hope he wasn't paid for a job that wasn't completed. No measurements were taken. This is a scam and has turned into an absolute mess.

  

  Business Response

  Date: 02/09/2023

  Our records show that a letter was sent on 2/2/2023 advising the claim has been closed and the furniture is not eligible for service.  The technician report and photos show there is an accumulation of stains and the plastic insert for the console is not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:02/08/2023

  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.

  I have an issue with furniture purchased from ********. The furniture was purchased with a day-1 Guardsman warranty but that furniture is now broken and Guardsman is denying all claims.Guardsman did reach out to me after I contacted their parent company, and they affirmed that the claim was denied under their one year manufacturer warranty policy. This policy is not listed in the contract. The representative also said that it didn't matter the one year manufacturer warranty had already expired and she "wouldn't be getting anything from them". For clarification, this set was purchesed by ******** from the manufacturer (Lane **** Furnishings) in April of 2021, meaning that warranty would have expired April 2022. ****** purchased this set from Rotmans with a Day-1 Guardsman warranty on July 31, 2022. I did reach out to ******** on their last day in business. They gave us the phone number to their repair tech, who was no longer employed by them on that day. They also told us to call the warranty company, which is denying the claim.I am hoping you can assist with Guardsman by arranging a full refund ($3,597.90) of the purchase price and coordinating the pickup of the damaged items per warranty terms. At this point I don't believe Guardsman will act in good faith with a repair scenario, and I would rather have the entire contract fufilled and finished. Additionally, items on the second piece of the set are now not working. I have attached photos of the receipt for the original damaged item and the Warranty. I have the second receipt if needed.

  

  Business Response

  Date: 02/09/2023

  Our records indicate that we have received legal documents regarding this claim.  Any communication regarding the claim will be done through our legal team.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19364779
  
  I am rejecting this response because: 

  Good evening,

   We received a response from Guardsman via BBB that legal documents where received. Legal documents were not sent by us, and guardsman has not produced a copy. 

  Thank you 

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

  

  Business Response

  Date: 02/13/2023

  We did receive legal documents. We would not provide copies of these through the BBB...

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19364779
  
  I am rejecting this response because: Guardsman has not provided a refund per the contract or a copy of supposed legal documents. They have my full contact information and the upload tool via bbb. Please send me my refund and pick up the damaged items per warranty terms. I have not yet taken legal action so the claim legal documents from me are false and they are using it as an excuse not to fulfill their end of the contract. I paid for a warranty and would like guardsman to fulfill their duty. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/07/2023

  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 purchased a bed frame on Overstock with a 5 year guardsman warranty. The bed frame broke after 1.5 years. I submitted a claim to Guardsman 9 business days ago and havent heard back. *** called numerous times to speak with a manager but it doesnt seem any are employeed. I received a callback today finally after being told it would take 1-2 days. The person on the phone didnt have any authority. Overstock is also reaching out to guardsman, who said they would get back to me in 1-2 days, but guardsman is also ignoring them. *** asked to expedite the claim because the broken item worsens my quality of life. It seems Guardsman isnt a legitimate company. I would like a replacement item or full compensation for the item. I wouldnt have purchased the item or warranty if I knew it came from a bogus company.

  

  Business Response

  Date: 02/08/2023

  Claims are processed in the order received. We are experiencing a higher than normal amount of claims at this time which has resulted in a longer than normal processing time.  Your claim should be processed by 2/9.  Our records do not show being contacted by *********.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19349790
  
  I am rejecting this response because:

  1. I have a recent email from Overstock stating Guardsman has failed to respond to communication.  See attached. 
  2. You received an automated response. There are no managers on duty to escalate the issue. 
  3. Something I/we did scared them because they are sending a tech to look at the item today. There will still be weeks of communication in the future because they will continue to delay. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/15/2023

  Your claim was processed on 2/8/2023 at 10:51 am.  We received an email from Overstock on 2/8/2023 at 1:44pm which we responded to on 2/9/2023 at 1:45pm. 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19349790
  
  I am rejecting this response because: my issue is unresolved. They added me into another queue. It seems my urgent issue is of no importance to them. I need an urgent resolution. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/27/2023

  Our records show that a purchase order for store credit was sent to the Retailer on 3/8/2023.  Any questions regarding this should be directed to the Retailer.

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. I had asked for the money to be returned to my account and then they reduced what was to be returned by almost $300. Only then did I except store credit for the full amount which was not ideal. Im still dissatisfied. 
  
  Sincerely,
  
  *********************