Complaints

This profile includes complaints for Gardner White Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gardner White Furniture Company

  6500 E 14 Mile Rd Warren, MI 48092

  
• 

  Gardner White Furniture Company

  43525 W Oaks Dr Novi, MI 48377-3303

  
• 

  Gardner White Furniture Company

  14055 Hall Rd Shelby Township, MI 48315-6104

  
• 

  Gardner White Furniture Company

  4945 Dixie Hwy Waterford, MI 48329-1709

  
• 

  Gardner White Furniture Company

  39453 Ford Rd Canton, MI 48187-4320

  

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:06/24/2025

  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 ************ mattress from Gardner White in November 2024. At the time of purchase, I was told by the sales associate (*******) that I did not need to purchase the mattress protector in order to qualify for warranty or comfort *********** February 2025, I contacted Gardner White because the mattress was extremely uncomfortable. They told me I did not qualify for a comfort exchange because I didnt purchase the protector but said they would speak with ******* and have her contact me. That never happened.I followed up again in March, April, and May, asking for help or a response from *******. I received no replies and no action from Gardner White during this ******* June 2025, they offered an inspection the only option they said was left for possible replacement. I agreed, even though I had clearly been trying to work with them during the original comfort warranty window. The inspection took place on June 18 without my direct confirmation; my husband received a text the night before, but I was never contacted. I was home alone during the unannounced inspection, which was distressing due to past trauma.The inspection found a 1 indentation on my husbands side. I no longer sleep in the bed due to discomfort I sleep on the couch or in another room. Gardner White denied replacement, claimed the warranty expired, and ignored my documented efforts to resolve this since February.I am asking for an upgrade or exchange, as originally promised. I was misled at the time of purchase, ignored for months, and pressured into an inspection only to be told it was too late.

  

  Business Response

  Date: 06/27/2025

  Greetings,

  We empathize greatly for any inconveniences caused and want to ensure you that a thorough review has been made of your account.
  

  To address your current situation, you can purchase the mattress protector now and utilize the Pledge. Please note that the fees associated with the Pledge include a 10% restocking fee and a $199.99 processing fee. The mattress protector can be purchased at any Gardner White location to activate your Pledge for a reselection.

  Kindest regards,
  

  
  

• Initial Complaint

  Date:06/20/2025

  Type:Product 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 was supposed to get a gift card if I did not use the warranty. I called over the last several weeks. And was giving different excuses.

  

  Business Response

  Date: 06/21/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account.

  After a thorough review of your account, it has come to my attention that a claim was filed on January 12, 2023, concerning the springs in the cores on your sofa. This claim was subsequently denied due to the cores not being covered under the warranty.

  Please note that, per the terms of the warranty, any claim—whether approved or denied—counts towards the warranty usage. Consequently, this affects the eligibility for the gift card.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 06/21/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23495655, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  
  
  Regards,
  
  
  
  Maurine Mcloud

  Customer Answer

  Date: 06/25/2025

  I was not service by the company. I did not use the warranty and there is no paper work to that effect that they came out. You have to sign something. I would like to case reopened. They did not provide any proof. Thank you.

• Initial Complaint

  Date:06/04/2025

  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.

  Company: Gardner-White Furniture Product: ***** ***** Recliner Sofas and Recliners Purchase Date: 10/25/2022 Extended Warranty: 4-Year Protection Plan Purchased I purchased two ***** ***** recliners and two ***** ***** recliner sofas from Gardner-White on October 25, 2022. At the time of purchase, I was told the extended 4-year warranty would cover all issues, including replacement if repairs were not possible.Less than two years later, the sponge/foam from the sofas is coming out from underneath a clear sign of poor construction or materials. I submitted a warranty claim, but it was denied by Gardner-White corporate, citing "over damage" and "normal wear and tear."I take great care of my furniture, and this type of damage occurring so soon after purchase is not acceptable. I have already contacted the store, spoken with corporate, and posted a ****** review, but Gardner-White has refused to honor the warranty or provide meaningful support.I am requesting that Gardner-White either repair the damaged sofas under the warranty, replace them, or provide a refund. This issue falls well within the scope of what was promised at the time of sale.

  

  Business Response

  Date: 06/06/2025

  Greetings,

  We have reviewed your warranty claim and would like to provide some clarification. The extended warranty through Furniture Care Protection covers accidents from a one-time occurrence, such as tears, rips, or stains, as well as the integrity of the framing, motors, mechanisms, and electrical components. Unfortunately, it does not cover issues related to the cushion cores, such as the sponge/foam coming out from underneath the sofas.

   Upon further review, Furniture Care Protection denied your claim due to accumulation to the merchandise as well. Accumulation is considered damage in multiple areas of the furniture and is not covered under the extended warranty. Attached, you will find a copy of the warranty that outlines these details.

   Please note that we are unable to override the determination of the extended warranty. At this time, no additional action can be taken due to the concerns not being covered under the Furniture Care Protection warranty.

  If you would like to proceed with servicing the furniture through Gardner Whites service, it would be at an additional cost. Our customer service team is available to assist you with this process and provide further information. You can contact us at ************.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 06/07/2025

  Greetings,

  I am showing that this offer was rejected but I am not showing any further comments regarding the rejection. Please provide further information.

  Thank you!
  

   

   

  
  

• Initial Complaint

  Date:05/28/2025

  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 couch 8/2023. I specifically went to Gardner White because of their protection plan. When I spent almost 4k on a couch, I also signed up for the 4 year protection plan. They told me at sign up that pet damage was covered. I specifically asked that question and the sales person stated it was. ******* ***** and ***** *****. I filed a claim with the company they use, only to be told pet damage is not covered. I SPECIFICALLY chose GWF as I was promised I could get the cough fixed should this happen. They LIED. This was NOT the case at all, and now I am stuck with a broked/ripped couch that is not getting fixed. *** should be held accountable for lying to their patrons.

  

  Business Response

  Date: 05/29/2025

  Greetings,

  We sincerely apologize for any inconvenience you have experienced. After a thorough review of your account, we regret to inform you that pet damage is not covered under the extended warranty.

  We understand that this may be disappointing and apologize for any miscommunication regarding the coverage of the protection plan. We are committed to providing accurate information and will address this issue with our sales team to prevent future misunderstandings.

  Please note that we are unable to override the determination of the extended warranty. At this time, no additional action can be taken due to the concerns not being covered under the Furniture Care Protection warranty.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The issue is that Gardner White employees stated this would be covered. I specifically asked this question and the sales person assured me. I would have never purchased this couch nor the plan had I been told otherwise. The lack of transparency is not my fault but the fault that lies with Gardner white.  
  
  Regards,
  
  ***** ******-*******

• Initial Complaint

  Date:05/27/2025

  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.

  Bought a new couch and it was damaged upon delivery. They came and exchanged it. The new one was also damaged. This has happened 5 times. Every couch that gets opened is damaged in some way. I have tried to resolve with Gardner white. They wont take it back unless they charge me a 25 % restocking fee. I believe at this point its unfair. It wasnt cheap. Also taking days off work is also not cheap. No one is offering any help except I can have compensation in a form of a gift card. Which is crazy to me since this experience has been so bad why would I want a gift card. The couches were around ***** so they were not cheap.

  

  Business Response

  Date: 05/28/2025

  Greetings, 

  We cannot find an account with the information that has been provided.

  Can you please provide a customer number or order number for us to further investigate. 

  Kindest regards,

• Initial Complaint

  Date:05/19/2025

  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 am submitting a formal complaint regarding an unresolved issue with a leather sectional I purchased from Gardner-White Furniture in September 2024. The sectional, along with a paid extended warranty, was delivered on September 8, 2024.Unfortunately, the recliner section broke in two places within just a few months of delivery. I first reported the issue to Gardner-Whites customer service team, and a technician was sent to assess the damage on December 12, 2024. At that time, I was told repairs would be scheduled.However, after the technician's visit, no follow-up action was taken, and no communication has been provided regarding repair or replacement.On March 10, 2025, I formally contacted Gardner-White again to escalate the issue. As of today, more than three months have passed since that escalation, and five months have passed since the technicians visit. The recliner remains unusable, and I have now been without a fully functional sectional for over six months.Given the cost of this furniture and the warranty coverage I purchased, the lack of timely service is unacceptable.I respectfully request:The immediate repair of the recliner section, or A replacement of the sectional if a timely repair is no longer feasible.I believe that this extended delay and lack of response do not reflect the level of service promised by Gardner-White Furniture, especially under a paid warranty.Thank you for your attention to this matter. I look forward to a fair and prompt resolution.

  

  Business Response

  Date: 05/23/2025

  Greetings,

  I understand your concerns and apologize for your experience. We want to assure you that a thorough review has been made of your account.

  Upon further investigation, it appears that we have recently received the shipment of your parts. We are pleased to see that the installation has been scheduled for May 24, 2025.  

  If you have any further questions or need additional assistance, please do not hesitate to reach out to us at ************. We appreciate your patience and understanding.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 05/23/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Thank you for the update regarding my complaint against Gardner White.
  While I am glad to hear that the parts have finally arrived and the installation is scheduled for May 24, 2025, I find the timing highly convenientcoinciding almost immediately after my complaint was submitted to the BBB. This raises concerns about the urgency (or lack thereof) previously given to resolving my issue.

  The sectional was delivered back in September 2024. A technician assessed the issue on December 12, 2024, and since then, Ive experienced months of silence, delays, and no proactive follow-up until now.
  This drawn-out process has not only caused frustration but also taken up significant time and energy on my part to chase a resolution that should have been handled more efficiently under the terms of the warranty. Given this, I am formally requesting compensation in the form of a Partial refund on the purchase for the undue delay and inconvenience this situation has caused.
  I hope Gardner White will take this request seriously and provide an appropriate resolution beyond simply completing the repair.

   
  Regards,
  
  ********* ***********

  

  Business Response

  Date: 05/29/2025

  Greetings,

  We understand your frustration regarding the delays in resolving the issue with your sectional. We apologize for any inconvenience this has caused. The parts required for the repair were sourced from an overseas vendor, which contributed to the extended wait time. Once the parts arrived, we promptly contacted you to schedule the installation.

  While we have addressed the concerns regarding the delay in receiving the part, we are unable to offer any compensation at this time. There is a 1-year manufacturer's warranty on the product, if you feel that the issue is persisting after 30 days from your previous service appointment, you are able to reach out to our customer experience department at ************ and we would be happy to send an additional technician out to your home to evaluate the concern.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Dear Gardner White Customer Experience Team,
  Thank you for your response. While I acknowledge your explanation regarding the overseas sourcing of the parts, I must reiterate my dissatisfaction with how this matter has been handled.

  
  The delays were excessive and only seemed to progress after I submitted a formal complaint to the Better Business Bureauat which point the necessary part conveniently became available. This timing raises concerns about whether my issue was being given appropriate attention prior to the complaint.

  
  While the part has now been installed, I remain dissatisfied with the excessive delay and lack of proactive communication throughout this process. The issue remained unresolved for several months and only progressed after I escalated the matter through a formal complaint, which is unacceptable for a company that prides itself on customer service.
  

  As a gesture of goodwill and acknowledgment of the inconvenience caused, I am requesting a refund of the amount I paid for the warranty as compensation. I would still like to retain the coverage, as the extended delay has made me concerned about the long-term durability of the product.

  I believe this is fair considering the circumstances, and I urge you to reconsider your stance.  This solution allows Gardner White to maintain its commitment to service while also fairly addressing the disruption and lost time I experienced.
  I look forward to your cooperation in resolving this matter, and a resolution that acknowledges the value of customer time and loyalty.

  
  Regards,
  
  ********* ***********

  

  Business Response

  Date: 06/04/2025

  Greetings, 

  We have reviewed your reply to our initial responses. Another inquiry was made regarding your account. 

  Thank you for your response and for sharing your concerns. We understand and acknowledge the frustration caused by the delays in sourcing the necessary part for your product.

  We would like to clarify that the part arrived at our facility at the same time we contacted you, and this timing was not influenced by your formal complaint to the Better Business Bureau. The delays were due to the complexities involved in overseas sourcing, which we strive to manage as efficiently as possible.

  Regarding your request for a refund of the warranty amount while retaining coverage, we must inform you that the extended warranty is managed by a third party and is non-refundable. 

  It has been determined, at this time, we have concluded that there is no further action that can be offered for this current situation.

  Kindest Regards,
  

  
  

• Initial Complaint

  Date:05/02/2025

  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 ******* **** Recliner in Summer, 2023, from Gardner White with a protection policy through Furniture Care Protection. The right arm of the chair has come apart at stitching. I filed a claim #******* with Furniture Care Protection on 12/9/24 asking for repair of right arm. Sent multiple pictures. Received confirmation on 12/16/24 that part would be ordered and that it would take ***** weeks to order part. I called Furniture Care Protection at Week #**, 16, 17, and 18. They had no idea if/when part would ever come. Everytime I spoke to a different person who provided no useful information and no callback. Asked for escalation. No calls back. I called Gardner White late April, *********************************************** ************, ** (even though I bought recliner at ******, MI store and I live a mile from *********, ** store). I immediately went to Gardner White ************ store to get part. Gardner White ************ store told both my daughter and I when I picked up part that they would send someone today 5/2/25 to install part and no one showed. When I called Gardner White, they couldn't find me in their schedule. When I called Furniture Care Protection, they couldn't find me in their schedule either. It is now Week 19. Furniture Care Protection refuses to come because Gardner White ordered the part and Gardner White refuses to come because the chair is now in warranty period. Please note when I opened the box today to get part ready for installer that was SUPPOSED to come and didn't, IT IS NOT EVEN THE CORRECT PART! It is the right size/shape/color, but it is missing the electronic switches. I am also filing this same complaint against Furniture Care Protection company on **********************************************************************. Gardner White presented this company as a reliable company and clearly they are very aware that they are not. I am partially handicapped and rely on this chair to sleep in. Clearly neither of these companies care.

  

  Business Response

  Date: 05/03/2025

  Greetings,

  We understand your concerns and want to ensure you that we have thoroughly reviewed your account.

  We do apologize for your experience at Gardner White, but due to the merchandise being out of the one-year manufacturing warranty, Furniture care protection will be the one to decipher how they address your concerns. 

  Please note that Gardner White cannot override any resolution provided by Furniture Care Protection.

  Kindest Regards,
  

  
  

• Initial Complaint

  Date:05/01/2025

  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.

  Three separate pieces of my 4mth old sectional is tearing/ripping. A service tech "tried" to repair the pieces. Unfortunately, the repair/patch work is unsatisfactory. I would like the 3 pieces to be replaced. The set came with a 1yr manufacturer warranty and I also purchased the extended *********** warranty that is not being honored.

  

  Business Response

  Date: 05/03/2025

  Greetings,

  I understand your concerns and apologize for your experience. A thorough review was made of your account.
  

  Upon further review, it appears that Gardner White sent a technician out as a courtesy to fill and touch up the back of your merchandise. Normally, this type of damage would not be covered under the warranty due to accumulation damage, which is considered multiple incidents.

  Unfortunately, there is nothing further that Gardner White is able to offer, as this is not considered a defect and is not covered under the warranty.
  
  Kindest Regards,
  
  

  
  

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here wTo Whom It May Concern,

  
  

  I am writing as a dissatisfied customer in response to an unresolved issue with Gardner White Furniture. I purchased a furniture set approximately four months ago and also bought an extended warranty for added protection. Unfortunately, the furniture began showing signs of damage well within this short time frame.

  
  

  I reached out to Gardner White for repair or replacement under the extended warranty I purchased. However, my request was denied without adequate explanation, and the company has failed to take appropriate steps to honor the warranty agreement. I believe this is both unfair and contrary to the terms that were presented at the time of purchase.

  
  

  I am requesting that Gardner White either repair or replace the damaged furniture in accordance with the warranty, or offer a fair resolution such as a refund or store credit. I am disappointed by the lack of accountability and customer service and hope this issue can be resolved promptly through your assistance.

  
  

  Thank you for your time and attention to this matter.

  
  

  Sincerely,

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

  *************************** 

  **********

  Order # *********

  
  

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response.
  
  

  

  Business Response

  Date: 05/08/2025

  Greetings, 

  We have reviewed your reply to our initial responses. Another inquiry was made regarding your account. 
  

  After further review, the claims were denied due to accumulation. Accumulation is considered damages in multiple areas of the piece of furniture and is not considered a defect or covered under the extended warranty as well as the manufacturing warranty. 

  The extended warranty, along with the manufacturing warranty, covers accidents from a one-time occurrence such as tears, rips or stains as well as the integrity of the framing, motors, mechanisms and electrical components. Attached is a copy of the original invoice that states this as well. 

  It has been determined, at this time, we have concluded that there is no further action that can be offered for this current situation.
  

  Kindest Regards,

  Customer Answer

  Date: 05/09/2025

   

  ---

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

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

  Ypsilanti,  MI 48198

  *************************** 

  **********

  Better Business Bureau
  
  

  Re: Second Request for Assistance Ongoing Dispute with Gardner White Furniture

  To Whom It May Concern,

  I am writing to formally re-submit my complaint against Gardner White Furniture regarding my defective furniture I purchased  approximately four months ago. Despite my previous efforts and the initial complaint submitted to the BBB, the issue remains unresolved and Gardner White continues to dispute my valid concerns without offering a satisfactory resolution.

  To reiterate, I purchased  my  furniture  from Gardner White 4mrhs ago. Within a short period, I noticed ripping and tearing. I promptly contacted Gardner White to report the problem and followed all their requested steps, including submitting photographs and allowing an in-home inspection twice. Also I let the tech "repair" the furniture.  I was not satisfied with the outcome.

  Despite clear evidence of a defect and the product being well within warranty, Gardner White has denied responsibility, claiming  "normal wear and tear" or "customer-caused damage. I strongly disagree with this assessment and feel that their handling of the matter has been dismissive and unprofessional.

  This is now my second attempt to seek intervention through the BBB, as I believe consumers deserve fair treatment and accountability from companies. I respectfully request that Gardner White either  replace or issue a refund for the faulty furniture. 

  I appreciate your continued assistance in helping me try to resolve this matter.

  Sincerely, 

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

  

  Business Response

  Date: 05/16/2025

  Greetings, 

  We have reviewed your reply to our initial responses. Another inquiry was made regarding your account. 

  There is a 1-year manufacturer's warranty on the product, if you feel that the issue is persisting after 30 days from your previous service appointment, you are able to reach out to our customer experience department at ************ and we would be happy to send an additional technician out to your home to evaluate the concern.

  Furthermore, we are to inform you that no additional actions can be taken regarding your current situation until it has been 30 days from your previous appointment.  

  Kindest Regards,
  
  
  

  Customer Answer

  Date: 05/17/2025

  To Whom it may concern,  

  30 days is unexceptable. 

  Sending another Tech to my home that is sided with Gardner White is not necessarily going to do me any good. I have simply ask to have the 3 pieces replaced! Not repaired! REPLACED, OR FAIRLY COMPENSATED. 

  But, I will once again(for the 3rd time) follow through with the process. 

  Truly, this is the definition of Insanity at this point! I will also be contacting my attorney at this point.

   

  Best regards,

  ******** Misure 

• Initial Complaint

  Date:04/24/2025

  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 ordered a 3 piece reclining couch/loveseat/recliner set in 2023. After about a year the stitching on all of the seats was coming undone. One of the couches was maybe only sat on a dozen times during that year, barely used. I contacted Gardner White to complain. It was clear the material used on the couches was not meant to hold up stitching. They sent out a furniture care specialist to take a look. He concluded that there must have been a manufacturer defect and recommended getting the seat portions replaced, which should have been covered by my warranty. I was then told that they couldnt do that but that theyd give me 75% back as a gift card to replace it. I was told to treat it like a gift card and it didnt have any stipulations and I could use it on anything. I found a couch that I wanted to get that was under the credit amount I received. When I went to purchase they told me it would cost $1,500. They said I had to pay to make up (aka match) the other 25% of the original cost of my item even though what I picked was under my credit amount. They are scamming customers. All I wanted was my items to be fixed under the warranty I paid for and instead they told me that wasnt an option and tried to get even more money out of me. Will never purchase from them again. They sell cheap furniture, falsely talk up their warranty, only to attempt to trick you to spend more with them.

  

  Business Response

  Date: 04/26/2025

  Greetings,

  I understand your concerns and apologize for your experience. We want to assure you that a thorough review has been made of your account.

  Upon further review, it appears that Furniture Care Protection has denied your claim due to accumulation. We reached out to them to explore alternative resolutions, but they have decided to uphold the denial of your claim.

  As a gesture of goodwill, Gardner White has authorized a reselection for you. However, since your claim was initially denied and the reselection is a courtesy, we are offering you a 75% credit to reselect merchandise for your home.

  Sadly, we are unable to repair the original sofa as the issues are accumulative and not covered under the extended warranty.

  We apologize for any inconvenience this may cause, but Gardner White will not be able to take further action on this matter.

  Kindest regards,
  

  
  

  Customer Answer

  Date: 04/26/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  A credit for a reselection should not be contingent on a customer paying $1,500. It should be a true 75% credit. And if furniture care protection doesnt cover something like this, I dont know what they would cover. You should not promote that protection plan since its pointless.
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:04/02/2025

  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 couch. There was a hole in the couch cushion. Once they came out they order a new cushion. I was assured I should have the cushion in six to eight weeks. That was back in September and still no replacement. I have called numerous times have been told over and over sorry will be there shortly. I have requested they pick up the couch and give me my money back and said they dont take back defective products that were special order. I have wasted hours calling and getting no results. I should not have to pay for a defective couch.

  

  Business Response

  Date: 04/05/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review was made of your account. 

  Upon further review, we are happy to resolve this concern by issuing an exchange on your special-order sofa. This can take up to an estimated 6-8 weeks to be remade, once we get the merchandise we will contact you with a delivery date.

  We do apologize for any inconvenience and for any frustration caused. 

  Kindest regards,