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 Master Finishing

  1931 Spreading Bough Ln Richmond, TX 77406-1881

• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

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  Guardsman Furniture Pro

  4157 Point White Dr NE Bainbridge Island, WA 98110-4051

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed an insurance claim to Guardsman on 12/2/24 for a rug that was damaged by burst pipe. No response was received from Guardsman. A call to Guardsman on 12/27 revealed that claim has been denied. I have requested a copy of the denial letter (via email or postal service) which the representative claims it was sent on 12/4 or 12/3. I requested another copy of the denial be sent immediately. A commitment was made for 3 day turnaround. Further, 2 written requests were sent to them via their online portal since between 12/27 through 1/5/2025. Still no response. A call was placed to a representative (****) again on 1/10/25 for the same request, which is a written denial letter. I left a voicemail message with the supervisor as well for a call back. No call back was received. This delay in issuing the written denial is causing delay in my submission to homeowners insurance company and potential non payment.

  

  Business Response

  Date: 01/27/2025

  We do apologize, the first request for the letter to be resent was not followed up on and was not sent. .Our records show that a copy of the denial letter was sent three times, unfortunately due to the timing of the phone call we received and the timing of our outgoing mail all three letters were sent out on 1/13/202, we will send another letter out tomorrow, 1/28/2025.  We do show that we transferred you to our escalation line on 1/10/2025 but there was no voice mail left.  We will forward your information and have a Supervisor reach out to you.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22812515
  
  I am rejecting this response because: I have been told several times that a letter was sent on 1/13, specifically by customer service, as well as by ***** *****, the furniture store. To date, I have yet to receive the said letter. I ASK THAT THE DENIAL LETTER BE SENT VIA EMAIL AT THE FOLLOWING EMAIL: **************** ************************* *************************************** I am giving you 3 e mail addresses to ensure receipt.
  

  Waiting for another letter to go out tomorrow does not assure me that it will be sent as previously committed, or received, hence enduring further delay.

  Thank you.

  ******** ***

  **************

   

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

  

  Business Response

  Date: 01/30/2025

  We can't speak to why you haven't received the letter. We have sent it as we have stated. The letter has been mailed three times and emailed 5 times. If you do not see the email pleas e be sure to check your spam. We do show that we most recently spoke with you on 1/28/2025 as well as 1/27/2025.

  
  
  ***** ****
  Adjudication/Administration,Supervisor

   

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22812515
  
  I am rejecting this response because

  The letters were finally received on 1/31, all 3 letters dated 1/13, all letters postmarked 1/24 despite multiple requests made for almost 2 months, beginning in December. See attached. On 1/28, I was finally able to get hold of a competent customer service representative who was able to send the letter to me via email when previously told repeatedly that email functionality was not an option. I continue to be appalled by the inefficiencies within your organization.
  

  Consider this matter closed. 

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

  

  Business Response

  Date: 02/11/2025

  As previously advised there was an error made on our part with the first request that was made for the letter to be sent and we apologize again for that error. The letters were emailed multiple times to more than one email. At no time did we advise that could not send the letter via email. We can not speak as to why you would not have received the emails that were sent.
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 5 year Guardsman Elite Protection Plan. At the time it was sold to me, I was told by retailer this would cover incidental damage that was not intentional, not caused by overuse or misuse, and that if anything happened in the 5 years post purchase, they would fix or replace. I have an issue that was result of very light, occasional use. I am now told it is not covered. I looked the plan I was sold, and see it is listed as not covered. What doesn't make sense to me is that if we "accidentally" ripped the leather recliner, or punctured with a pen, or my cat scratched it up, it appears it WOULD be covered, but something that was reasonably our of our control is not. So what good is this warranty? The warranty I was promised at sale made sense - if it isn't your fault, its covered. This makes no sense. It like saying a faulty brake on a new car is not covered, but if I crash it into a wall it is.

  

  Business Response

  Date: 01/27/2025

  Guardsman can't speak to how the plan was sold to you.  The Guardsman protection plan is an accidental protection plan that has a specific list of accidental damages that are covered, it is not an extension of any type of manufactures warranty. The damage reported is specifically listed in the "What is not Covered" section of the protection plan. We are unable to service this request.

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/02/2020, my wife and I purchased a 7k massage chair from The Back Store. We also purchased a 5-year warranty (line item on attached invoice). On 5/29/2024 (well within warranty) I filed a claim ******** with Guardsman. I attached images of damage and invoice on website. I heard nothing from Guardsman for a month or so and, still within Warranty period, I called them. I was told that the claim was incomplete and needed invoice attached (which I had already done). Customer support said they would send email for me to reply with and they would attach. No email came .On 9/19/2024, I called again and this time I insisted that they send the email while I was on call. They did.I emailed attached invoice with request in email to confirm receipt - did not receive email confirmaiton.Two weeks later I called AGAIN and I was told that the claim had been denied because I had failed to attach documents in the required time per policy. I was told that I COULD NOT REFILE EVER AGAIN for the same damage when, FOR ANY REASON, the initial claim was denied.I worked with The Back Store in attempt to escalate, including providing documentation. The Back Store asked for information from Guardsman on the claim and was denied.Conclusion: ***, this is a fraudulent business to customer "shell game" used to better ensure claim denial. I was forced to pay roughly $1000 to have chair diagnosed and repaired (repair pending at the time of this complaint).Sincerely, ******* and ***** *********

  

  Business Response

  Date: 01/27/2025

  The terms of the protection plan state that Guardsman must receive the completed claim form along with a copy of the sales receipt showing the purchase of both the plan and the covered furniture within *************************************** damage to us. Guardsman was contacted on 5/30/2024 at which time the representative advised the sales receipt was needed and that the sales receipt and claim form needed to be received within 30 days. The sales receipt was not received on our office until 9/19/2024. This exceeds the 30-day timeframe as outlined in the protection plan, making the issue that was reported not eligible for service.  Once something is reported and is not accepted for service that would not change if it is re-reported. Guardsman would not reimburse for the cost of repairing this issue as based on the terms of the plan it was not eligible for service. Please refer to section 2.3 of your protection plan.

• Initial Complaint

  Date:01/11/2025

  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 filed a claim and called to make sure they had everything they needed . They said they did. Now they say they didn't get it and I only had 30 days to get it in

  

  Business Response

  Date: 01/21/2025

  Our records show that we advised we had received your claim and you would be contacted once it was processed. When the processing team reviewed your claim the sales receipt that was sent did not show the purchase of the protection plan so they sent a request for that. We show that has now been received and the claim has been processed. You should have received an email advising you of this along with a phone number to call if you don't hear from the technician by 1/21/25.

   

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guardsman and ******* websites both claim the extended insurance is for protection against pet damage. Neither exclude any damage based on the extensiveness. And, neither suggest anything by way to a limit to the number of claims which may be submitted.However, they have denied coverage for a claim based on the extensive nature of the claim, in effect breaching the service agreement we purchased through ******* on two new sofas in 2021.We have requested they review the denial, which they have for a second time denied; raising question to the legitimacy of the coverages they market through home goods ********* stress, I review contracts for a living, after extensive review of the verbiage of the warranty, denial is a breach and we have had zero support in resolving our claim.We are demanding the warranty contract be honored immediately.

  

  Business Response

  Date: 01/08/2025

  The Guardsman protection plan specifically excludes severe, extreme, excessive or repetitious damage in section 9.8 of the What is Not covered section of the protection plan.  In the What is Covered section of the protection plan it states that the plan covers a single incident of damage caused by a pet. There are multiple damages on two sofas caused by a pet that are excessive and not consistent with a single incident. We are unable to service this request.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22776786
  
  I am rejecting this response because:  The sales *** lead us to believe the coverage was to protect us from pet damage and that both pieces, two sofas, were covered independent of the other.  The fact there are two damaged sofas, on a single instance, doesn't negate multiple instances as alleged in Guardsman's response.  Previously at the time of purchase, there was a manufacturers defect having to do with the lumbar support which ******* advised us to submit through Guardsman; however, this was a mfg. defect not a damage claim.  Thus, there has never before been a claim for pet damage submitted, separate of this instance.

  It seems this is rather commonplace for Guardsman, denying claims on obscured objections, all the while avoiding coverage after having collected monies to provide coverage. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/21/2025

  We are not looking at the damages on both ****'s combined. The photos received with the claim show each sofa individually has extensive damages not consistent with a one- time incident of animal damage. We are unable to service this request.

• Initial Complaint

  Date:01/06/2025

  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.

  My husband and I purchased a service plan for our sectional couch. In order to get assistance with couch issues, you must submit a claim. I have submitted two claims (via a horrible online form/process). I am not getting adequate assistance, updates, or responses to my inquiries on the two claims submitted.

  

  Business Response

  Date: 01/08/2025

  Our records show that we have spoken with you and requested specific locations of the stains on the sectional which you have refused to provide. We are unable to move forward with the claim until this information is provided. Please contact the service center at ************ Mon-Tues and Thurs-Fri 8:3am-5:00pm EST to provide the needed information.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22773412
  
  I am rejecting this response because:
  I contacted the business via phone and explained the stains and locations to a representative for a total call time of 30 minutes. I was then directed to input all this information via their online claim form. I did. I completed the form in full. I followed up several times via email and got a response asking for the same information I provided and additional photos, in which I had already provided. I call the business and was told I need to indicate which pieces were damaged/stained. *** submitted two claims. My furniture is in pieces and can be swapped out. I often move my furniture to clean it. The cushion and furniture positions are never the same. The cushions also can be used in any furniture piece except the corner unit. The location has changed, I dont know what stains are what anymore as its been months at this point. I explained this to the representative and she told me I need to provide the requested information that I received via email on 12/10. I did - for the 2nd time. I then asked to speak with a manager because this is a very flawed and wasteful business practice. No one had time to repeatedly submit the same information. I waited on hold for 5 minutes and finally was transferred to a voicemail Box where I left a message and requested a call back. This was 12/10. I never received a call. I have followed up several times and have received very untimely and unhelpful responses telling me to complete the same information that I have twice now. This needs resolved and not via a form as this was not been resolved even though I have provided the requested information and have attached photos, receipts, service agreements, and confirmation of my submitted claims.

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

  

  Business Response

  Date: 01/27/2025

  We have reviewed the phone call with the representative and as she was trying to verify information you advised that you did not have time for this and would not verify the information and asked to speak with a Supervisor. The representative transferred you to our escalation voice mail, however, no voice mail was left.  At this time we do show that the claim has been sent to a technician and an appointment has been scheduled.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dining room set and purchased an extended warranty. I have never used the warranty because everything was just minimal wear and tear. Recently, the table was stained and one of the chair back pieces snapped in half. They refused to repair any of it because I didnt call in the minimal wear and tear. My contract never stated anything like that. I kept up with the table very well and only used approved cleaning supplies.

  

  Business Response

  Date: 01/07/2025

  The Guardsman protection plan does not provide coverage for wear and tear or damage that has accumulated over time, please refer to section 7.4.4 of the protection plan.  The technician photos and report shows that there is an accumulation of damage across the table, bench and 4 chairs. We are unable to service this request. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22758326
  
  I am rejecting this response because: there are ink stains that are less than 30 days old that they refuse to repair
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 01/21/2025

  As previously advised the stains were not accepted because there is an accumulation of stains on the furniture.  Accumulation of stains or damages is not covered under the protection plan. We are unable to service this request.

• Initial Complaint

  Date:12/19/2024

  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.

  Subject: Formal Complaint Regarding Guardsman Protection Plan Warranty Claim Denial To Whom It May Concern,I am submitting this formal complaint regarding a warranty claim denial for furniture covered under the Guardsman Protection Plan. I purchased the furniture, a sectional sofa and ottoman, from ***** Furniture on 20 MAY 2020. The protection plan was provided by Guardsman to cover potential damage, including damage caused by pets.On 23 OCT 2024, I filed a claim with Guardsman for damage caused to the furniture by my cats. Although the damage was not extensive, it is consistent with the scope of typical coverage described in the warranty policy. Guardsman, however, rejected the claim, citing "excessive damage" as the reason for denial.I followed up with both Guardsman and ***** Furniture in an attempt to resolve this issue. On 17 DEC 2024, Guardsman reaffirmed the claim denial. On 19 DEC 2024, I contacted ******************** again, where an employee informed me that after consulting with their Guardsman representative, they could not assist with my claim. This seems consistent with the other complaints about claims rejections here on the BBB website.I believe this denial is unjust. The damage is consistent with pet damage cited in the protection plan, and should be covered. I have followed all necessary steps outlined in the warranty agreement and feel that the denial is not in line with the protection plans terms.I am requesting the BBBs assistance in resolving this matter. I am hopeful the BBB can help facilitate communication with Guardsman or provide guidance on how to proceed with my complaint.Thank you for your attention to this matter. I look forward to your assistance.

  

  Business Response

  Date: 12/24/2024

  We have reviewed your claim and the denial has been upheld. The damage is extensive and the protection plan covers a one-time incident of pet damage The pet damage is on all corners of the ottoman and both arms of the sectional. That is extensive and is not representative of a single incident. Please refer to section 9.8 of the protection plan for information regarding excessive damages. We are unable to service this request.

  "Stains or damage caused by (a) intentional acts or (b) non-accidental acts or omissions which, in our sole discretion, are determined to have been reasonably
  preventable and are severe, excessive, extreme, or repetitious in nature, such as, but not limited to, cuts, rips, teething marks, tears, ink, paint, crayon, marker,
  or pencil damage"

  
  
  

   

   

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22709546
  
  I am rejecting this response because: 

  The pet manage was a single incident and took place while we were traveling on vacation. I find it curious that Guardian can make the determination of when and how pet damage took place and it always seems to be in Guardian's favor.  

  This is the only time that we have filed a pet claim damage claim. The ottoman would need to have the cover replaced whether one corner or all four corners were damaged (and only two corners have damage not all four).

  Both sides of the sofa sectional have damage which is limited to an area of six inches by four or five inches which I would dispute as being "extensive". 

  We have two cats and I struggle to understand how Guardsman does not believe that pets can cause this amount of damage over two weeks time. 

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

  

  Business Response

  Date: 01/06/2025

  Pet damage that occurs over a two- week timeframe would not be a single incident.  As previously stated, the pet damage on the corners of the ottoman and both sides of the sectional is extensive and is not representative of a single incident. We are unable to service this request.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22709546
  
  I am rejecting this response because:

  We were on vacation when the damage occurred. So the damage does represent a single incident. Per the protection plan section 2.2, the damage was reported within 30 days of occurring.  Pets, like children, can cause damage to more than one item or more than one location since they can move about freely.  It's laughable that Guardsman is trying to deny the claim since more than one item of furniture was damaged. If Guardsman didn't want to protect more than one piece of furniture at a time then Guardsman should not have accepted money to protect more than one piece of furniture. 

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

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22709546
  
  I am rejecting this response because:
  We were on vacation when the damage occurred. So the damage does represent a single incident. Per the protection plan section 2.2, the damage was reported within 30 days of occurring.  Pets, like children, can cause damage to more than one item or more than one location since they can move about freely.  It's laughable that Guardsman is trying to deny the claim since more than one item of furniture was damaged. If Guardsman didn't want to protect more than one piece of furniture at a time then Guardsman should not have accepted money to protect more than one piece of furniture. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/08/2025

  Our records show that we have received legal correspondence.  All correspondence must now go through legal channels.

• Initial Complaint

  Date:12/17/2024

  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.

  The company advertises itself as a company that insures and covers your furniture. I purchased their "gold" plan, which as advertised covers more than their other plans.Upon submitting claims, with legitimate and truthful verbiage on how furniture damage occurs, they still take it upon themselves to determine that it is in fact not how it happened, and revert back to a way in which the damage occurred which is not covered by their companies policy. In my case, tears occurred on my furniture via children and animals, both of which are covered by them. This was told to them in the claims. However, they somehow determined through pictures and not being present in my home when this damage occurred that this was "stress" to the furniture, and not what we submitted. We purchased this plan because we have young kids and dogs. To be shoved away and lied to by the company which is supposed to cover us and in which we are to "embrace the chaos" instead has us tip-toeing around our furniture, not enjoying it, and watching it like a hawk.Even in the pamphlet given to us and the literature shown to us upon purchasing this, states that punctures, cuts, tears and rips are covered, and that household pet damage is also covered. Yet to be shoved away and told we are lying based on what they see in pictures is disheartening, and honestly evil when you realize these people profit off of wanting to protect their furniture to keep it lasting in a home with their families.

  

  Business Response

  Date: 12/18/2024

  The photos received with the claim submitted on 10/31/2024 show that this is the same damage that was submitted on 9/23/2024 that was reported as Rip/Tear-Within 1/2 Inch of and Parallel to the Seam. Caused by: None of the above Unknown.  Re-reporting a damage that was previously submitted and not accepted with a different cause does not change the outcome of the original claim. We are unable to service this request.

• Initial Complaint

  Date:12/16/2024

  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 the furniture I bought 2 years ago. I have guardsman furniture protection plan. After talking to them several times-filling out the online claim form and also mailing the claim to them I just got an email that said my claim was denied. I tried to call this morning and after 45 min waiting for someone to get on the phone I was transferred to the claims department for further clarification on denial of my claim. I was then on hold for 1 1/2 hours waiting for someone to answer the phone. I finally hung up! My claim clearly should have been approved according to my contract! I have been dealing with this company since 11/21/24. They are extremely difficult to get a hold of and require you jumping through hoops just to file a claim.

  

  Business Response

  Date: 12/18/2024

  According to our records we do show that you were on hold to speak with the processing department for 21 minutes and 36 seconds and we do apologize for that hold time.  Our average hold time is less than 5 minutes, however, we do have times throughout the day when call volume can be higher than normal. The protection plan does not provide service for the fabric failing from normal use. This is listed under the What is not covered section of the protection plan. The protection plan does provide for a pro-rated refund based on the length of ownership of the furniture less a $50.00 cancellation fee.  Based on the sales receipt we received it appears the furniture may have been delivered about 9 months after the furniture was purchased.  We would need a delivery ticket to determine the amount of the refund as the plan term would start on the date the furniture was delivered. You can e-mail this to *************************************************************** Please be sure to reference your claim number in the subject line. We will respond to that email with the amount of the refund.