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 Professionals

  1141 Basse Rd San Antonio, TX 78212-1004

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of San Diego

  28 Orange Ave Unit 1 Chula Vista, CA 91911-5155

• 

  Guardsman Furniture Pro of NY

  220 East Merrick Road Valley Stream, NY 11580-6063

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:12/23/2022

  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 5 year protection plan for our sectional purchased through ********* furniture. This plan (#********) was to cover all damage or operational issues. We purchased the plan December of 2019. We filed a claim on 11/14/2022 for a sectional that is not operational and each time I call on the claim there is another step. The conversation earlier in the week was I would receive a call from a technician by 12/22/22 but when I called on the 12/23 late in the afternoon they claimed I would be receiving a phone call today. I still have not received a phone call. I feel as though a month to resolve and start repairs is more than fair.

  

  Business Response

  Date: 12/29/2022

  We do apologize for the delay.  We did advise the technician to contact you.  Our records show that there is an appointment scheduled for 1/10/2022.  If you have any questions regarding the appointment you may contact the technician directly at ************.

• Initial Complaint

  Date:12/22/2022

  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 put in a claim request on 12/8/2022. Per the FAQ's online it said I should here back in 5 days. I call in 5 days, they are still processing my claim. I call back on 12/21/2022 and its still processing. They have no problem collecting their money but obviously they are reluctant to provide service in a timely manner. I asked to speak to a supervisor and they said one would have to call me back. No call. I called ***** as well prior to posting and left a VM. No call as well. They provided me with a claim number (********) which shows it is invalid online. All I want is a status update on when I should here back and to ensure that they had everything they needed on my claim form. Per the horror stories below it sounds like this is Step 1 of this journey.

  

  Business Response

  Date: 12/29/2022

  Claims are generally processed within 7 business days.  We have seen a significantly higher number of claims since November and have been working as quickly as we can. Our records show your claim was processed this morning and a technician will be in contact with you to schedule an appointment. We do apologize for the delay.

  Customer Answer

  Date: 01/10/2023

   
  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:12/20/2022

  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 large amount of furniture at ***** ***** after Hurricane ****** in 2018, was recommended that I buy the furniture plan through Gaurdsman. I did. One of the pieces was damaged due to a sharp object cutting the fabric resulting in fraying. First claim was denied because they dont cover fraying, I didnt explain how it happened . Sent second claim stating the damage was due to a sharp object cutting the fabric, this was denied because I already sent a claim in, second claim was to clarify how the damage happened. Im not sure what I was paying for because apparently they dont cover what the brochure claims is under their coverage. I feel very ripped off especially after losing everything, literally everything after Hurricane ******. I had 5 feet of water in my home. I would like them to repair the furniture since that is what I paid for.

  

  Business Response

  Date: 12/20/2022

  Claims are processed based on the information provided on the claim form.  The original claim form is very specific that the damage was caused by the recliner rubbing the seat cushion and the fabrics is separating. Resubmitting a claim with a different cause for the damage does not change the original outcome of the claim.  In addition, the photos submitted with the second claim are consistent with the damage being caused by the recliner rubbing causing the fabric to fray and separate.  We are unable to service this request.

• Initial Complaint

  Date:12/19/2022

  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 purchase a 5 year furniture warranty December 2019. September 2022 something happen to my furniture I submit a claim. I never receive no phone, no mail. I am told they emailed me about it. I never received no email from them. They denied my claim not because my claim is not valid but because everything was not submit on time. I was told to give them 30 days after I submit the claim for the company to get back to me which they never did . I CHECK THE CLAIM regularly online. They ask to submit picture which their website doesn't work you can't submit nothing online. By constantly calling them I was giving an email to send the picture after months of trying to contact them. Now I am trying to submit a new claim which I cannot. If you check their ****** review for ****** company it is so bad. That is all this company does, they always find a way to steal people hard working money. I want my furniture to be cleaned off that's all I am asking.

  

  Business Response

  Date: 12/20/2022

  Our records show we were contacted on 9/7/2022 at which time we advised a sales receipt was needed. On 9/21/2022 an email was sent to the same email the original link to complete the claim was sent to.  We did hear anything back until 12/12/2022 at which time we received an email from you and we replied on 12/13/2022 providing the phone number for you to call for assistance. On 12/15/2022 we received the requested sales receipt.  The terms of the protection plan state that you must return the claim and all required documents within 30 days of when you first report an issue with the furniture.  This timeframe was not met and we are unable to service this request.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18611315
  
  I am rejecting this response because:
  There business model is not right. They can't reject my claim because 1) I never get a call or an update on my clam. Meanwhile I call so many times regarding my claim. Their website doesn't work to submit my picture or sale receipt. 2) They claim they email me which  never got it But I just received a letter in the mail 2-3 days ago regarding a claim I don't know f its a new claim or an old claim . The way the company work they are all over and their information not accurate. They send me a letter stating a have 30 days to submit everything. But I have no idea when did the 30 days start. And  just receive it on tuesday of this week.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/12/2023

  The sales receipt was requested in the original phone call on 9/7/2022 and emails were sent on 9/21/2022 and 9/22/2022. We are unable to service this request.

• Initial Complaint

  Date:12/19/2022

  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 opened a damage claim with Guardsman in early August 2022. After dozens of phone calls to Guardsman, the chair is still not fixed. No one has reached out to us to schedule fixing it. A furniture repair person was here months ago to look at it. About 3-4 weeks ago, we received a box in the mail from our local furniture store with what appears to be replacement cloth for the chair. I called Guardsman and asked what to do next and the person told me another repair person would be reaching out to schedule the repair with us, and they have not. The person also has not yet explained how this chair will be repaired. It has been 4 months since my initial call and nothing whatsoever has been done to fix or replace the chair. I've made at least ***** phone calls to Guardsman since August with no result.

  

  Business Response

  Date: 12/22/2022

  We do apologize for the delay. We have reached out to the technician and they have advised they called 12/2/1/2022 and left a message.  They will be able to schedule an appointment once you return their call.

• Initial Complaint

  Date:12/18/2022

  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 dining table from Furniture Land in ********, **** on Feb 3, 2020 and am very pleased with this establishment. At that time they sold me a "Gold Complete Plus Furniture Protection Plan" for $249.99 that they said would cover everything (we bought about $1500 worth of goods). They gave us their word and a very concise brochure which I still have. When I called Guardsman and filled out their exhausting claim form I was denied any coverage of damage to the tabletop because of "wear over time". I called back a couple of times to no avail even referencing their brochure. They were quite rude and denied the contents of said brochure. I paid them 1/6th of the value of that furniture for protection that I usually wouldn't buy on that type of purchase. This company is definitely ripping off people with this brochure. I was not offered anything else to clarify this warranty. Please help me with this dilemma, but most importantly other very trusting folks who have less than I do.

  

  Business Response

  Date: 12/20/2022

  Our records indicate that we are not the provider for your protection plan.  The sales receipt provided shows that you have a Guardian protection plan not Guardsman. We are unable to service this request.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18607309
  
  I am rejecting this response because: You are correct that is does say Guardian on the receipt which I did not notice since I was given the Guardsman brochure
  which I can send you. When I called Guardsman to try to use this warranty they gave me  a contract #******** when I spoke to ******* at Guardsman on  09/22/22 at approx 2 pm which he located under my telephone # ************ and gave me an ID #*******. So I would just assume Furniture Land where I purchased the table and chairs made a typo by listing Guardian on the receipt instead of Guardsman since they gave me the brochure that is attached to the receipt clearly marked as Guardsman awho clearly acknowledged the warranty when I called.

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

  

  Business Response

  Date: 01/11/2023

  The protection plan number you were given when you called is a number that we had to create in order to start your claim.  The sale receipt states Guardian and that is the only information we have.  Even if this is a Guardsman plan the damage reported is not covered. The protection plan does not cover damage from wear over time. We are unable to service this request.

• Initial Complaint

  Date:12/15/2022

  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 submitted a claim on November 14th, 2022 on multiple issues with the sectional purchased from ****** Furniture on September 14th, 2019. The Guardsman Protection Plan purchased was for 5 years and is supposed to cover structural damage, stains and scratches. I have all of those and submitted each one separately. The claim got denied and I called to understand why. The responses were laughable. The representative wanted to know exactly when and how the frame became damaged - I know it is appearing uneven now. For scratches, I put an arbitrary date of occurrence as I don't inspect my couch daily. That was not satisfactory. For the stains, the representative stated he doesn't see a stain so it's denied. There was never a request for better evidence. I said I can provide different pictures. His response was that it wouldn't help as I would need to prove to him how it happened, when and what exactly was spilled on the couch. It was brutally clear that the claims are denied for any reason or no reason at all. He said, nothing else we can do for you here as I was asking questions and he hung up. When I called back and asked for a supervisor, he just hung up. Unacceptable and I want to make others aware of this scam.

  

  Business Response

  Date: 12/19/2022

  The protection plan has a specific list of covered damages.  Scratches on leather are not covered under the plan. The terms of the plan state that any stains or damage to the furniture must be reported to Guardsman within *********************** damage occurring. We were contacted on 11/14/2022 and the claim form states that the damages occurred on 6/10/2022 and 8/10/2022. Claims are processed based on the information provided on the claim form and before a claim is submitted you must acknowledge the following:

  I understand my claim will be processed only if both this claim form and all required documentation have been received by Guardsman in the mail within 30 days from when I originally reported the stain/damage.
   I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim.

  We are unable to service this request according to plan terms and coverage.

   

   

• Initial Complaint

  Date:12/14/2022

  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.

  Bought a 5 yr warranty on 2 ****** electric recliners on 9/2020 no issues until 10/2022. Attempted to contact Guardsmen (which took forever) finally after a few emails of their BS process and providing everything they ask for we finally got approved for a claim. Then a service company came to the house and looked at the broken recliner deemed the motor/actuator was bad they submitted the paperwork to guardsmen for replacement part after nearly 2 months we got an email stating a motor will be shipped to be replace and they also stated that the motor/ actuator will no longer be covered under warranty was its replaced which is total horseshit!!! We will never buy a warranty from Guardsmen this company is a joke and if you give them money its you own **** fault. PS. I hope quardsmen goes out of business

  

  Business Response

  Date: 12/19/2022

  We are not finding any claims in our system with the information provided.  Please provide a claim number or advise if there is another phone number we may have on file.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18575985
  
  I am rejecting this response because:
  If you read the letter they sent ** it clearly states the motor will no longer be covered once it is replaced which this is total BS if the first motor went bad what makes us believe that the second one wont go bad?? Not to mention we bought two alike chairs with the same features so when the motor goes bad in the second chair are they going to say that it is not covered??? This company is horrible to deal wit.. only thing I can hope, wish and pray for is that this company goes out of business and stops ripping good people off 
  Sincerely,
  
  ******* And *********************

  

  Business Response

  Date: 01/05/2023

  All claims are processed according to plan terms.  The protection plan clearly states there is a one time replacement. The only motor that will not be covered is the one that was replaced.  The second chair is not affected by this replacement.  We don't manufacture the furniture.  If you have concerns about the quality of the furniture you may want to contact the manufacture.

• Initial Complaint

  Date:12/12/2022

  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.

  Bought my sectional couch in March 2020. Bought the protection plan since I have a cat. I adopted a kitten and well, kitten did what kittens do. I'm trying to place a claim online for my sectional couch and I have to make a separate claim for each piece of the sectional. **************** says it may be repaired in different phases since each piece is it's own claim. That's ridiculous. I've called CS multiple times and EVERY TIME I'm on hold for over 45 minutes. Can never get an English speaking representative. First time I called, they had so many spelling errors in my email address so I never received the link to the claim. Called back & it took 5 times for the rep to spell my email address correctly. I've asked to speak to a manager every time -- just get put on hold and the same person picks up & says "they'll be right with me." I've been nice and patient, but that is running out. DO NOT BUY THIS *************** of time, waste of money and I'd rather take my chances without the warranty. What a complete joke! I see the game..... time is ticking so that my 30-day window will expire.

  

  Business Response

  Date: 12/14/2022

  Our records show that we received a call in 11/16/2022 and an email was sent at the time. The next call we received was on 11/29/22 in which we found there was a mistake in the email which was corrected. We then spoke with you on 12/12/2022 and during that call you received another call and then did not come back on the line. A short time later we spoke with you again and we advised how to select the furniture pieces on the website.  We do need a claim form submitted for each piece of furniture that is damaged so that we can be sure the technician has the correct information. We do show that one claim form was submitted on 12/12/2022.  Claims are processed in the order received and this claim should be processed by the end of this week.   You will receive an email once the claim has been processed.

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Guardsman 5 year protection plan insurance for a bed frame purchased on overstock in 2020. The bed frame broke 2 years after purchase. I have called, emailed and tried to contact Guardsman for over a month now and there has been 0 response or resolution on their end. The complaints written on line are concerning that this is a scam / fraudulent company and will not be receiving the appropriate return / compensation that was promised on the insurance purchase. Their hours of operations that they advertise are also fraudulent as the help center has been closed every time I call, even though the times on their website and the automated message says they're supposed to be open. This is ridiculous and want something done of the matter ASAP.

  

  Business Response

  Date: 12/14/2022

  Our records indicate an email was sent on 11/4 advising we needed a sales receipt for your purchase.  We show the sales receipt we received was not valid as it didn't include the Retailer information.   The 2nd email we received the photo of the sales receipt was too small and we couldn't read it.  We do show we received the valid, legible sales receipt on 12/13 and the claim was processed the same day.  An email was sent advising that the claim was processed and a technician will be in contact with you to schedule an appointment.