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

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of NY

  521 Fifth Avenue Suite 1700 New York, NY 10175-0003

• 

  Guardsman Wood Pro

  5932 Pulaski Ave Philadelphia, PA 19144-3823

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:10/20/2022

  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.

  We bought couches and purchased the guardsman 5 year warranty. They sent an inspector and we were told the couches are not fixable and we will need replacements. Then we receive another response from gaurdsman stating the store we purchased the couches from no longer sell their warranty and will not be able to help us. This is ridiculous. We spend money for insurance warranty on the couches and then they tell use there is nothing they can do.

  

  Business Response

  Date: 10/25/2022

  The terms of the protection plan state that if we are unable to repair and accepted damage and the store that the furniture was purchase at is no longer in business we will only refund the cost of the protection plan. Please refer to section

  5.1.4 of the protection plan. 

• Initial Complaint

  Date:10/20/2022

  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 filed a claim with Guardman to come and fix my broken sectional couch at the end of July. I received an email from them the second week of August asking for pictures of the damages, which I complied with. Presently it is the end of October, and I have yet to hear anything about the claim I filed. Last Friday, 10-14-22, I called the company around 3:00 pm est, to inquire why I have yet to hear anything about my claim. I was routed to a department within the company that was only open on M, W, and F during normal business hours, and when I went to leave this department a message, it was not accepting any, and to call back with in the allotted time frame, which was when I was calling them. I called back a half an hour later, and ended up speaking with someone in a different department, who attempted to send me to the previous department, I asked instead to speak with a supervisor about my situation. The person I spoke with said no one was available, and promised me that a supervisor would return my phone call within two hours. I am submitting this to you all, because it is almost a week from my phone call, and I have yet to hear back from this company. Ideally I would like this company to honor the service agreement we agreed upon, but if they cannot agree to those terms. I would then request a full refund, and termination of the contract we agreed upon.

  

  Business Response

  Date: 10/25/2022

  We have received the photos that were requested, however, we have not received the sales receipt requested via email on 8/8/2022. We are unable to process the claim without a copy of the itemized sales receipt.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18253267
  
  I am rejecting this response because: no where in the email on 8-8 did they request an itemize sales receipt.  Here is a copy of the email in question, and I follow all the steps that they requested along with following up phone call with one of their sales reps after I uploaded the pictures to their website. The sales rep also did not request the itemized sales receipt. If the itemize sales receipt is truly holding up my claim, why is the first time I am hearing of such a request? I can produce the receipt if they would return my phone calls or send me an email and request it. 

  Service Request Number:  12264170
  
  Dear ***************************
  We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents.
  Please upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area to our website as described below.
  1.      Go to www.guardsman.com
  2.      Click on Consumers at the top of the page.
  3.      Click on Submit a claim
  4.      Click on add photos
  5.      Enter your last name, zip code, and phone number or service agreement number
  6.      Click on add photos
  7.      Upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area.
           Stains on upholstered furniture: Along with the overall photo, take a clear photo of each stained cushion, so the entire cushion is visible from edge to edge.
           Tabletops: Looking down at the tabletop (cleared of all personal items), take a clear photo of the entire top. This can be broken into two photos if the top is too large.
  8.      If you are unable to upload the photos to the website, you can email them to *****************************************  using your request number as the subject line.
  
  If you have any questions or would prefer to give your answers verbally, call ************** Monday-Tuesday and Thursday-Friday between the hours of 9:00-5:30 Eastern Time. Be sure to respond via either email or phone within 10 days, or your claim will be closed and ineligible for processing.
  Thank you for choosing Guardsman.
  Sincerely,
  Guardsman Service Center
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/22/2022

  The sales receipt was requested in the original phone call on 7/28/2022.  The terms of the protection also state that you must provide a copy of the sales receipt with the claim form when requesting service. In addition, there was an automated email sent on 8/8/2022 advising the sales receipt is needed. We simply need a copy of the itemized sales receipt per the terms of the plan to complete processing. If you would like to email the sales receipt please contact the service center and they will provide the email address to send the sales receipt to.

  
   

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18253267
  
  I am rejecting this response because: When I reached out to you, you never returned my phone call. Also as stated earlier no where in the email dated 8/8 did you request the sales receipt. I am still waiting for the "promised" phone call or email from you all before I brought my complaint to the BBB.  Each time I attempt to contact you all during the posted business hours no one is working to help me.  Please call me at ************, or email me directly at ******************* and maybe we can come up with a resolution to my complaint. You all still have yet to hold up your end of your contracted agreement.    

  Also, I now have an appointment with Lazyboy next week to do the work that you all where supposed to cover.  Just wish we never wasted our money or time with your company. 

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

  

  Business Response

  Date: 01/23/2023

  There were two emails sent on 8/8.  One requesting photos and one requesting the sales receipt. The email requesting the sales receipt is a computer generated email that was sent at 11:02 am . The sales receipt was not received within the required time frame. We are unable to service this request. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18253267
  
  I am rejecting this response because: I already had the furniture fixed, and now I am formally requesting that you refund the money I spent on your bogus contract.  No where on the paperwork you all sent me was it stipulated that you want the sales receipt. No where on your website does it claim you will request for the sales receipt of the original contract when making a claim. Why is that you need me to prove that I bought your "service?" Do you not have a data base of your customers? What happens when someone makes a forged copy of the paperwork you are requesting?       
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/20/2022

  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.

  Purchased a special order sofa and the Guardsman protection plan. The furniture company put on our receipt that it was a special order item so Guardsman will not honor the purchased plan.

  

  Business Response

  Date: 10/25/2022

  This claim has not been processed because the sales receipt does not list what piece of furniture was purchased.  We do need a sales receipt with a description of the piece of furniture. "Special order" does not tell us what was purchased.  We are unable to complete processing the claim without this information.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18253126
  
  I am rejecting this response because:
  That is the receipt I was given by the furniture company along with what was used to register the sofa with guardsmen 2 years ago when purchased and no question was asked at that time.

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

  

  Business Response

  Date: 11/22/2022

  Per the terms of the protection plan we are not able to move forward with this request until we have a valid sales showing purchase of both the Plan and the covered Furniture. We have no way of knowing what the "special order" was. We are unable to move forward with this request until we have the valid sales receipt.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18253126
  
  I am rejecting this response because:
  There has been no offer to fix what they originally accepted as payment and activation of their "warrenty" service.

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

  

  Business Response

  Date: 01/18/2023

  As previously stated, we still do not have a valid sales receipt that shows the purchase of a sofa. "Special order" does not tell us what was purchased.  If you do not have anything that shows a sofa was purchased you would need to contact the store you purchased the furniture from.  Guardsman did not accept any payment from you, this payment was made to the store.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18253126
  
  I am rejecting this response because:
  They offered the contract when I purchased the sofa. But choose not to uphold their end of contract when issues arise. Typical thief company

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

• Initial Complaint

  Date:10/20/2022

  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 bought a sectional from a local furniture store (steinhafels) and with that I purchased the gold package to ensure that my cushions didn't sag . Within a year the cushions did exactly that. I called guardsmen and filed a claim over the phone. A month later, having no contact from them, I called again, and they informed me I needed to fill out some forms. I completed those forms and again I waited. Now, 4 months later I call again and waited on hold multiple times for over 30 min. They told me that the claim was denied and they sent me an email (they didn't send me an email). The reason for denial was because my forms weren't submitted within 30 days. That's inconvenient, but ok, I'll resubmit right? Wrong! Because I didn't submit my forms within 30 days, they said I can never put the same claim again. This company is unethical, immoral, and conniving.

  

  Business Response

  Date: 10/31/2022

  Th terms of the protection plan state that when you report an issue with the furniture the completed claim form and any other required documentation must be received within 30 days of when you first reported the issue. We were first contacted on 6/8/2022 and the completed claim was not received until 7/27/202. Resubmitting a new claim for the same damage does not change the original outcome. An email was sent on 8/8/2022 advising of the outcome of the claim.  Please refer to section 2.3 of the protection plan.  We are unable to service this request based on plan terms.

• Initial Complaint

  Date:10/17/2022

  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 ordered a matching set of furniture back in 2018 and got guardsman warranty with it. In Oct 2020 I filed a claim for my sofa to be fix. A broken couch cushion zipper and a saggy back cushion. they scheduled someone to come out and look at it and then They gave me the option to get money or a replacement. I chose replacement. Communication was very slow taking weeks to get answers. Then all the problems started. The sofa no longer was available and I after contacting them about it they told me to call my retailer and the retailer would say its on guardsman. Then I was told I could choose something similar but that wouldnt work because I have a matching set. I was told they would work on a solution and get back to me in May 2021 I was told parts had been ordered by email. Nothing happened. I called in Aug 2022 and the lady on the phone said she would look into it then in Sept 2022 I was told I would receive a store credit good for 60 days. In oct 2022 I emailed guardmans asking how I would be notified when the credit was available and their response was call your retailer and so I did and my retailer had no idea what I was talking about when I contacted them and had never heard of such a thing. Im so tired of the run around with Guardsman. I paid about $60+ per item I ordered that day.

  

  Business Response

  Date: 10/17/2022

  Our records show that multiple emails were sent to AAFES with no response. We do not know why they did not receive the emails, but we did everything we could to contact them.  We do show the purchase order for store credit was sent to AAFES on 9/27/2022. It appears that we received an email from you on 10/14 and it looks like this issue has been resolved.  If you have any additional questions about the store credit please contact AAFES at ************

  Customer Answer

  Date: 10/17/2022

   
  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:10/11/2022

  Type:Order 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 called guardsman on October 11, 2022 before I could get through to a representative I had to know my telephone number, and the *** Code where the furniture was purchased. If I did not have the information, it would not continue. I know this because I entered the wrong information to begin with once I got through to a representative with the correct information I asked what my service contract number was on my couches she told me she doesn't see it but sees the other furniture I purchased. she asked specific details about my furniture which was purchased in 2016 with the gold plan a 10 year leather service contract she then asked my zipcode at the time and where it was purchased then gave me the contact number said she sees a 5 year contract that was expired the representative proceeded to ask me to update my information to my current address. I obliged. She proceeded to tell me that I needed information I could not provide due to a house fire and I asked to speak to a supervisor. When I spoke with the supervisor, she told me that my service contract number was a brand new number created today and that they had no information on the plan I purchased without the receipt. I have multiple plans with them. It made absolutely no sense because they asked me to update my information on the contract because I moved. Once I gave more detail they told me I had a five year service plan that was expired. How could the service plan be expired if you claim I never had one? And how did you give a contract number for furniture that you claim you have no record of? She told me all my information needed to be put in online or through mail. But how does that make sense if you claim the contract never existed? Complete Scam. She said that the contract was created today? On what when I didn't purchase any new furniture? I logged in online and they have everything expired on a contract that says it was purchased on Jan 1 2016 a date I did not provide yet they had. Buyers BEWARE SCAM

  

  Business Response

  Date: 10/12/2022

  The only furniture protection plan purchase we have is a plan from Overstock.  Not all retailers register the customers purchase.  Guardsman does not have a 10-year protection plan that covers leather.  Our leather plans are only for 5-years.  The protection plan number the representative provided you is one that we created in our system to get your claim started.  The store you purchased the furniture from should have provided you a copy of your protection plan. We do not have this information and cannot tell you where you purchased your furniture from.  If you do not have a copy of your sales receipt or protection plan there is nothing that we can do.

• Initial Complaint

  Date:09/23/2022

  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.

  My Havertys recliner is stuck in the extended position because the switch no longer works. I filed an online claim with Guardsman on 09/12/22. I called last week to follow up since I had not heard anything and was told that they answer these in the order receive so Ill just need to continue waiting until they get around to it. Once they do get around to pulling it from the queue, Ill then have to wait for a technician to be available to come out to repair.It should not take weeks to get a repair processed.

  

  Business Response

  Date: 09/26/2022

  We do apologize for the delay.  Our records show that your claim has been processed and you should hear from the technician no later that 10/3/2022.  We have asked that this be expedited if at all possible but this will depend on the technicians schedule.

• Initial Complaint

  Date:09/23/2022

  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.

  hello,i have a 5 year protection plan that i purchased at the time of sale of a dining table for our home. This was purchased on 9/29/2021. the protection plan is called: guardsman Furniture professionals elite 5 year protection plan. I noticed the damage on 8/21/2022. I filed a claim about broken table that occured through ordinary use of this dining room table in the home on 8/23/2022. I attempted at that time to upload pictures of the sales receipt and pictures of the damaged furniture but there are recurrent errors on the website with uploading photos. my service id number is: ******** i re-attempted from a different computer and cell phone but still unable to upload photos. i called customer support and was told to wait for something to arrive in the mail with further instructions. nothing has arrived and instead i received an email on september 7, 2022 stating i needed to upload pictures of my receipt within 30 days of my initial filing. I again attempted to upload photos and the website will not work. This seems like a tactic for this insurance policy to get out of performing their obligations. Please assist with communication in order to fix the furniture. it seems i am at risk of loosing my claim and all the protection promised if my claim is not completed within 30 days. thank you.

  

  Business Response

  Date: 09/26/2022

  Our records indicate that we responded to your email  on 9/23 advising you to contact the service center at ************ for assistance.  Once you contact the service center they will help you get the sales receipt submitted.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18117958
  
  I am rejecting this response because:
  
  i called them. The agent named *********************** up the phone on me. 
  

  he stated that the website doesnt allow uploads of sales receipts and I would have to mail in sales receipts. He stated if 30 days had transpired then my claim is invalid. 
  

  their website and previous communication never stated I had to mail in sales receipt. In fact it states to upload photos of sales receipt. 
  

  this is unethical behavior and a way to get out of fulfilling their contractual duties  
  

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

  

  Business Response

  Date: 10/04/2022

  The sales receipt was requested in the original phone call and this was not included with the claim.   If a sales receipt is not uploaded with the original claim the sales receipt then does normally need to be mailed into us. I will as a one time courtesy note your claim to provide an email address for you to send the sales receipt to.  Please contact the service center at ************ for this information.  Please reference  claim number ******** when calling.

• Initial Complaint

  Date:09/18/2022

  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 paid $500+ for a ************* warranty with Guardsman through ***** ***** Furniture. The warranty enables cleaning services for any stains or repairs on my furniture. I engaged the company for stains caused by liquid spillage. The company sent me a self-applied cleaning packet. I used the cleaning packet and the stain did not come off. I sent pictures to Guardsman, as prescribed by the company website, and they sent me another cleaning packet. This company is a sham. I asked for someone to come clean the furniture, as that is in our warranty, or I want a full refund.

  

  Business Response

  Date: 09/20/2022

  Our records indicate that an email was sent on  8/10/2022 advising that we needed a sales receipt showing the purchase of a sofa. In reviewing the information on file this was sent in error as we do have the sales receipt for the sofa  on file. We do apologize for that error. The reason you were sent another cleaning kit is because a new claim form was submitted.  We have processed the original claim and a technician will be in contact with you to schedule an appointment.

  Customer Answer

  Date: 09/21/2022

   
  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:09/18/2022

  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.

  We purchased a new sectional couch a little less than a year ago. $4300 down the drain! Only after a few weeks, two sections of the couch collapse! My very petit wife sat in one section and the seat busted and she sank into it. There goes the recliner section. A few days later, I sat in the middle section and boom! The seat busted and I sank into the couch. We immediately contacted the original store and were advised we needed to contact Guardsman in regards to warranty, repairs or replacement. Called, was prompted to file claim online. Claim filed, waited nearly 3 months and after a few calls to complain, finally got a technician out to look at our couch. Another several months have past and we never heard back from Guardsman. Desperately needing a couch, we callled Guardsman and asked about the repair or replacement. Was told within 10 days we'd hear from someone with an answer. Another two months and we have not heard from anyone from Guardsman. We are know out the original $4300 and seeking new furniture that will only cost us more money! The original store along with Guardsman have done absolutely nothing to help in the matter but had no problem taking our money when paying for the furniture and protection plan. They are not a good company and they are even worse at communicating and assisting customers with they're needs.

  

  Business Response

  Date: 09/20/2022

  Our records show that we spoke with you on 9/6/2022 regarding the options available.  If you have additional questions on this please contact the service center at  ************.

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18041606
  
  I am rejecting this response because:
  I did speak with the company, however, they still have not done anything to rectify the issue.  The couch has not been replaced or repaired or refunded!  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/04/2022

  Our records show that he purchase order to replace the 2 pieces of the sectional was sent to the Retailer on 9/13/2022.  Any questions regarding the replacement should be directed to the Retailer.