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

  7680 Telegraph Rd Taylor, MI 48180-2237

  
• 

  Gardner White Furniture Company

  21100 W 8 Mile Rd Southfield, MI 48075-5665

  
• 

  Gardner White Furniture Company

  4400 E 14 Mile Rd Warren, MI 48092-4326

  
• 

  Gardner White Furniture Company

  43525 W Oaks Dr Novi, MI 48377-3303

  

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:08/31/2022

  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.

  On June 25th 2022 I purchased a mattress and boxs spring. customer code ********* i paid close to almost ***** dollars for this. They told me to call if i had any problems with it. service guy came out on 8/30/2022 because the boxs spring was making noise i put my hand under my under and felt if there were any sharp pieces of wood sticking out and there was. I have hardly slept on this bed. the way my bed is in the room you only have 1 easy way of getting in the bed. while i was feeling around the boxs spring i was also feeling around the mattress under it. when i felt a tear in it. So i called to make a service apppointment the guy came out took pictures and told me to call today to see what they are going to do 8/31/2022 the informed me that the mattress is my fault i told her no it wasnt and then is told me since it was my fault my warranty was voided. I cant believe this is happening ***** later and there blaming me. absolutely not. the delivery had to of done it and im not going to be responsible for it. i have asked to speak with corp and someone higher up and the lady was not helpful at all

  

  Business Response

  Date: 09/11/2022

  Greetings

   

  *******************************, has been granted a replacement queen ********* at this time the stock is still pending. Based on what is included in this correspondence, we consider the matter resolved. 

   

  Kindest regards 

  Customer Answer

  Date: 09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:08/24/2022

  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.

  Check out what Gardner White Furniture did. I bought a brand new $3k **. I had the ** delivered and installed on 8/17/22. On 8/18/22 Gardner White delivered my couch and smashed into the tv, denting the side and cracking the screen. I had it less than 24 hours and while delivering furniture they smashed it. I sent them pictures. They sent an investigator to my house to view the damage and hear what happened. I was here when it happened. Now they are denying responsibility.

  

  Business Response

  Date: 09/20/2022

  Greetings

   

  Regretfully I am unable tp access a purchase for ***************************************, I have tried researching the purchase with name and contact number listed. Please submit an updated contact number and order number. 

   

  Kind regards 

• Initial Complaint

  Date:08/15/2022

  Type:Order 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 will not shop at the ************ location because of the poor customer service I received from two ** employees. On 8/8/22, I went to ************** ** location to purchase a mattress/foundation set for my Mother. The Mattress Expert directed me to purchase the regular foundation (9 inches) instead of the low profile foundation (4 inches). I explained that my Mother is a Senior Citizen and he stated this selection would be ok. Well, I agreed because, hes the Mattress Expert. On 8/12/22, ** delivered the set. On 8/13/22, I called ** to request the low profile because the regular size foundation was way too high and unsafe for my Mother. The ** Rep ****** was professional and understanding; she empathized with my Mother. **** asked the Mattress Expert to waive the $53 restock fee, and he declined.As a layperson, I had to pay for the Mattress Experts error. My family are loyal ** customers. I am taken aback by their treatment. ** team members were appreciative and kind when Art *** was their main competitor - I guess this is what happens when youre #1 (according to **s commercials).

  

  Business Response

  Date: 08/31/2022

  Greetings

   

  We empathize with this concern, under normal practice there is a $106 upcharge for switching to a low profile foundation in which ************** was only charged $53. Regretfully there is no way for anyone to know 100% what will work for all individuals, so when giving even expert advise or opinion there are no guarantees. 

  In the spirit of service we will adjust the invoice the $53 charge. 

   

  Kindest regards 

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:

  Yes, I accept Gardner Whites final response.

  Regards,

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

• Initial Complaint

  Date:08/10/2022

  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 ordered a dining furniture set (order number *********) in a Gardner White store on May 29, 2022 which was back ordered. The chairs and a bench were delivered on June 21 and I was still waiting for the table to show up (delivered Aug 8). Since a few days after I assembled the chairs, I noticed loud clicking noises in most chairs at random times of use. I called in for service and the service technician visited on July 26. He made some repairs and verbally told me that these kind of issues can happen with this type of bolted furniture. He noted that I will need to keep the bolts tight every about 6 months. The issue started again soon after his repairs. I called the Gardner White support where I came to know that the technician left a note that these sounds are normal. The support executive said that I should have bought a more expensive Amish dining set if I didn't want any noises and declined for any resolution. Then I left two of the chairs at the store for a manager review but they recently (Aug 7) declined any resolution as well. While making this purchase I was not made aware of any issues like this and as a novice in carpentry I didn't expect any sounds and clicks with a new furniture. I have left the company an online review detailing my issue with a video recording when one of the chairs made that sound during our testing post-service.

  

  Business Response

  Date: 08/29/2022

  We are using the 1 year manufacture defect warranty on your merchandise, so if you have any issues with your merchandise, we can come out that whole year to do any repairs. If that cannot happen we can authorize an exchange if repairing is not an option. We can set you up for service to come back out to inspect the chairs to determine the next steps to get this resolved.

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17701662, 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 repair work that Gardner White agent is referring to has already happened. The technician made adjustments by tightening the legs and back but it did not resolve the problem. After that repair some screws got stripped as well, making it very difficult for me to work on any loose ones. I took two chairs to the store for a manager review after that. After a week in their observation, the sales agent told me that while the manager is acknowledging the sounds, they determine it to be normal from such furniture. The sales agent also told me personally, that the sound is actually originating from the wood flexing, which cannot be resolved by tightening any screws on the chairs. He told me a trick to try and resolve but at this point I am more inclined to either return or replace these. I am also noticing similar sounds from the table after we started using it.

  I should also note that the business has not posted my critical review about these chairs on their website despite making my favorable review of the table available the next day. This is bad practice and breaks consumer trust in the business.
  

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

  

  Business Response

  Date: 09/22/2022

  The merchandise listed on this concern is under a physical inspection and repair warranty. If there are concerns with the construction there must be an evaluation made anytime the consumer calls in to GW. 

  The inspection and or repair cannot be refused as the warranty covers both options only; exchanges are only offered if repairs cannot be made. 

  Service inspections does not guarantee that fault will be found in the workmanship and some form of maintenance is considered normal and does not mean the product is inferior. 

  If **. would like to contact GW we are more than happy to dispatch someone to his home. 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 17701662. I have requested a service from the business, as they have suggested, to allow for inspections and possible resolution. Though I would like to repeat that this type of service has already happened on the product prior to this complaint and the business chose not to do anything despite acknowledging the problem. Looking at the past, I am unsure if they would offer a satisfactory resolution to me but my sincere hope is that you would support my case for a desired resolution.

  The business has also failed to address my previous concerns about hiding critical, in-depth reviews of their products.

  Regards,
  

  
  

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

• Initial Complaint

  Date:08/04/2022

  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.

  My experience at this store fell way below expectations of true professionalism period after I made a purchase of $2,128 for the **************** Leather Reclining Sofa (Model #: 601PPRS) with the full 4 year protection package plan & white glove delivery service due to the following facts:- the sales person unfortunately took my driver's license & actually typed in the incorrect address in the "sold to" & "ship to" sections of my printed paper invoice receipt while also providing me with a series of mistakes about at least a 2 to 3 week "first come, first serve" delayed availability (which I was okay with in terms of waiting).- I receive a phone call voicemail message to find out 2 days later after making the purchase that my sofa was in stock & ready to be scheduled for delivery ASAP to the incorrect information on file even though I mentioned to the sales person/her (******) directly in person before I walked out the door on Tuesday, August 2nd that this needs to be corrected before the shipping people give me a call to schedule a delivery date/appointment.- While the sales person is a professional, she seemed to be not knowledgeable enough & unsure of providing accurate information about all of my questions on this particular sofa specifically before I made the purchase in the end & gave her my driver's license for my contact information.- I do not want to throw ****** under the bus, but the real person that made this more unprofessional is ****** (the sales clerk/supposedly one of the managers at the store in the sales desk behind the counter) who refunded my full amount of purchase today (August 4th) as I explained to her that I still want to be a Gardner White purchasing customer & would like to speak with the actual store manager themselves (he wasn't there according to ******) about the specific **************** Leather Reclining Sofa (which I definitely still want again) in order to work out some sort solution on price for this unprofessionalism.

  

  Business Response

  Date: 08/14/2022

  Greetings

   

  We empathize with any frustrations Mr./*************** have experienced. Based on the information provided, we feel that a resolution can be reached. This concern has been passed to the store manager @ ************ and he has since reported to the Customer Experience Team that he has reached out and awaiting a call back. 

   

  Kindest regards 

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress and they gave me the box spring October 2020. Soon I realized that the bed was sinking in. It kept getting worse and soon it was like laying in a hammock. I call to the store, ***************, **. They said they would send someone out. The person that came out said I did not have enough supports under my bed. I had 4 slats. When they delivered the mattress and set it up they did not say anything about needing more support. I am the only one sleeping on the bed and it is caved in. Gardner White had me pay $140 for someone to come out and put reinforced slats under the bed. Then wait 30 days. Then they came back out and said they would turn in the report to the office. Of cource th $140 I paid them for the new support slats did nothing. This mattress cost me $953.99 so it was not cheap. It is a Beautyrest ******* *********** Mattress.I called them back and they said they will not do nothing about it. I told them my last mattress and box springs was on the same bed for 25 years and never sunk down. Beware they do not stand behind their mattress and do not buy from them. My family and I have bought beds and furniture from them for years NO more. The matress I purchased for my husbands bedroom 4 years ago is like brand new, not sunk down any where and he weighs a heck of a lot more then I do. So fair warning their stuff is junk and they do not stand behind what they are selling.

  

  Business Response

  Date: 08/04/2022

  Good afternoon, 
  
  I have reviewed this complaint and reviewed the guest account. It looks like the guest received mattress 10/27/20, she later on called for service to come out 6/8/22. Were service technician stated, no rips or stains foundation is fine having 3 slats with no center support leg which voids warranty explained to customer that there should be a center leg. She stated she never had one why do I need one now. All bed frames should have a center support that properly supports the middle of the bed/mattress. Without the proper support the mattress will sink down damaging the mattress and foundation. Now, the mattress is still within the warranty, the bed frame and foundation are just not. So, if **************** can have the mattress properly supported, (either with a new foundation or bed frame) we can then send a service technician out to inspect the mattress to see if its deemed defective with proper support. We can then swap the mattress out for a new one. But for right now we cannot make any replacements on the mattress without it being properly supported. 
  
  Thank you and have a great day! 

  Customer Answer

  Date: 08/05/2022

  [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: 09/11/2022

  Greetings

  ***************** received delivery of her mattress set on 10/27/2020, which comes with a 10yr warranty that protects against poor workmanship. When a service claim is filed the service technician is inspecting for defective impressions or other flaws, they are also checking to make sure the set is being properly supported by whatever it sits on.

  ***************** did not purchase a bed frame at the time  that she purchased the mattress set, meaning she had an existing bed in her home. Any bed used must properly support the mattress set, if it doesn't it will affect the mattress set  in a negative way. When the delivery team comes out their soul purpose is delivery, they will not advise on anything other than the delivered merchandise, there is also no way of knowing if the delivery team would be able to identify anything lacking or missing on the bed frame as they are not service technicians. 

  If there is a concern that is not covered under warranty, fees apply for the home-visit, the fee is $70 for the evaluation with no guarantees on the repair. Mrs. also paid for additional slats to be added to her existing bed which cost $75. Parts added after the fact have no guarantee on reversal of damage and since there was no purchased bed through Gardner-White, there is no accountability that we can bestow upon the vendor of the bed. 

  The last bed frame delivered to this guest was 10/20/16 which came with a 1yr factory warranty for poor workmanship. 

  Inspection fees and fees for parts provided are non-refundable, at this time there is nothing that can be offered by Gardner-White.

  Kindest regards 

  Customer Answer

  Date: 09/14/2022

  [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,
  
  **************************;     When I purchased the mattress the sales person did not ask what kind of bed frame did I have, did it have slats with legs under themfor support nothing.  Why wasnt he trained better? I bought with confidence.    The delivery man came and set up the bed and never said anything about the 4 slats I had on the bed.  If it is so important to have slats with support legs under them  why didnt the sales person ask me and why wasnt the delivery man trained to let me know at time of delivery?

• Initial Complaint

  Date:07/17/2022

  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 filed a previous complaint that was resolved by them refusing to give me a refund and making reselect a new piece and pay more for it instead of doing the right thing and discounting it. Ive had them out twice now for a tear on the lining. The first time they fixed it. This time its unrepairable and they denied the claim to replace it because the couch has a couple snags in it. They said it looks like its been there for a while. I told them I noticed it last week and I sit on it almost every day. The moment I noticed it I called. The guy who came out was very short and blaming everything he could but the company itself. He would barely let me speak. I tried explaining it. Mind you, this is the 3rd couch Ive had issues with in the last year. The first two had defects with the same issue and this is after making me choose a different couch because the one they claimed was in stock wasnt. And the second time for this couch theyve had to come out for. Its been absolute h*** trying to get them to work with me. They say theyll call back but they never do. Its a horrible business and all I want it a couch that doesnt fall apart in a couple months of owning it. Please help me make them do their job right. At this point I deserve a full refund without fees. This has gone on for a year. Its unacceptable.

  

  Business Response

  Date: 07/28/2022

  Greetings

   

  Main showroom merchandise comes with a factory warranty that covers for physical inspection and repairs; if a repair cannot be made then there is an authorization for replacement which fulfills the warranty.  If an item is replaced the factory warranty does not roll over it dates back to the original delivery date in this case 2/5/21. 

  We would like to invite *********************** in to reselect, this would be considered a final reselection for equal or greater value; notes will be added to the customer's account. 

   

  Sincerely 

  Customer Answer

  Date: 07/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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