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 has 11 locations, listed below.

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  Gardner White Furniture Company

  6500 E 14 Mile Rd Warren, MI 48092

  
• 

  Gardner White Furniture Company

  4945 Dixie Hwy Waterford, MI 48329-1709

  
• 

  Gardner White Furniture Company

  39453 Ford Rd Canton, MI 48187-4320

  
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  Gardner White Furniture Company

  45300 Hayes Rd Macomb, MI 48044-3846

  
• 

  Gardner White Furniture Company

  4400 E 14 Mile Rd Warren, MI 48092-4326

  

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:07/28/2023

  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 writing because we ordered a Purple mattress from Gardner White. We have had tecnicians out as a valley has been formed in the mattress. On 2 occasions they advised we were at 3/4 inch and it needed to be 1 inch as Purple will not return/exchange. They aslo advised this is why they no longer carry purple due to their refusal to do returns for their consumers. They advised me on several occasion to call Purple and deal with them directly as well as file a complaint with BBB. I did both. Purple advised they of we purchased through them they would gladly return or exchange the mattress, but unfortunately since it was purchased through Gardner White it is on them. They advised their warrant was indeed 1 inch but with the breakdown within the mattress not able to be measured by a level string across the top with no weight load, if it was them they would make the consumer happy with an exchange. I tahnk called Gardner white and explained the situation to them. Supervisor "***" called us back. He advised that since there was only 1/4 not 3/4 inch slope that this was in no way covered by warranty and we would have to deal with it. I advised I was with the tech who advised and I observed was 3/4 inch. He advised, "look I am looking right at the photos and it is 1/4 inch". I adbised there is no way as I was with the tech and he showed me on the foam they use to measure and it was 3/4 inch. *** advised that is not true and he could not help. I asked to have another technician out as I knew the measurement was not 1/4 inch. He advised they would not send any other technician out as it was 1/4 inch and we had a tech out previously. I asked if consumers were only allowed a certain number of times a technician comes out and he advised yes for you. I asked *** for corportaes number and he advised he did not have to give it to me. The measurement is 1/4 inch and that is all he will do. I again asked for corporates number so I could call and explain and get another person to come out and measure and he again said no. I asked 1 more time and he advised look it up on the internet and then hung up on me. I called back and the call went to a ****** store. **** at that location was so friendly and gave me corporates number. I called **************** location to verify the Managers name and ********* answered. When I advised I was looking for the managers name of whom I just spoke with and she advised I knew who it was as I just spoke with him. I advised I wanted to confirm the name as I was contacting corporate and she advised she would not give it to me. I told her if I had to come up to the store and verify the name I would. She than advised his name was *** and hung up. I am looking for someone from this location to help me resolve this issue and all the incorrect information and rudeness of the manager and employee.

  

  Business Response

  Date: 08/13/2023

  Greetings

   

  The information listed on this submission does not access a recent purchase; please provide the order number or a valid telephone number for inquiry. 

   

  Kindest regards 

   

• Initial Complaint

  Date:07/07/2023

  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 custom 3-piece sectional sofa from Gardner White on April 24, 2023. The sectional was delivered on June 26, 2023. Immediately after the delivery persons set it up I noticed that some of the cushions did not match. I immediately called ** about this problem and was told to send photos via text message. I did so and someone from ** called me back and told me that they would send someone to take a look at the sectional. A person came to my home on June 29, 2023. The person who came took photos and started questioning me about why I had not looked at the sectional in the store. I thought that this was a ridiculous question as it was a custom sofa and all I had to go by was the swatch of fabric in the store. He then said that if I flipped the cushions over that would solve the problem. That did not solve the problem. Furthermore, the cushions could not be flipped because they fit only one way (there is a cuddle corner piece that joins the loft sofa and bumper chaise pieces). I pointed out to the person that the sectional came in three individually wrapped pieces and it appeared that different shades of the fabric was used on the different sections. Apparently no one at the ** factory (or wherever the sectional was made) took the time to look at all three sections together to check for matching before packaging and delivering to me. I called ** the next day (June 30) and left a voicemail about the problem. Someone called me back later that day. The person I spoke with was not much help. I kept telling her that the three pieces should have been checked to make sure that they all matched. The person then said that she would report my concerns to another department and that someone from ** call me back the next day (July 1). No one has called me and I have not heard another word from **. I paid $3,478.74 for this sectional and I did not get what I paid for.

  

  Business Response

  Date: 09/03/2023

  Greetings

  We are pleased to report that there was a completed replacement with no documented damages or errors; date 8/17/23. 

  Kindest regards 

  Customer Answer

  Date: 09/08/2023

  [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:

  I told Gardner White that I should not be charged a re-installation  fee of over $700 plus the delivery charge of $150 that I paid, as the sectional that they delivered to me had cushions that did not match and the sectional should never have been sent in that condition. I have filed a claim in District 41A small claims court to try to recover my money and I have a hearing scheduled in court for October 13, 2023.]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/03/2023

  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 4 year protection plan on a couch I bought in December if 2022. In May I had to file a claim for cushions. I called within their 5 day period as stated in their book, but due to staffing shortages, I called a week later to inquire why I havent heard anything and had to wait an additional week before I even spoke with somebody. Two weeks after my initial call to file a claim is when I heard from somebody and they stated because they passed their five day. It doesnt take affect thats not my fault. I paid a lot of money for that warranty. I cant help that they have staffing issues.

  

  Business Response

  Date: 10/02/2023

  Greetings 

   

  An inquiry was performed on the most recent purchase of a sectional sofa delivered on 12/29/22. This sectional sofa would have warranty coverage for the course of 1yr from the date of the original delivery. There has been no prior service performed by Gardner-White or our 3rd party partners FCP. 

  All concerns would need to be called in within 5 days, but we handle everything case by case. Excessive concerns where the entire unit is affected would not be covered under the warranties and for this reason, we want all concerns called in right away so that they can be handled. 

  There will be notes added to this account that there was an alleged denial of service but there are no supporting notes. Please forward pictures of the current condition of the sectional along with the concerns with the cores. to **************************************************** we will be happy to look over the pictures and reply. Please send attention *********** 

   

  Kindest regards 

• Initial Complaint

  Date:06/29/2023

  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.

  This company set my bed up wrong and messed up a ******* adjustable base. It took them 3 times to come out and went to the wrong address once. I had to take time off work because of delivery times. They still have not rectified the issue that they caused. I dont know why they think it is ok to charge someone for something that is not working properly due to their delivery drivers not knowing how to do their job.

  

  Business Response

  Date: 07/04/2023

  Greetings

  We apologize for any inconveniences, there is a completed delivery documented on 6/26/23, there were no notations of set up errors. As stated in this letter, our guest called in concerns,1st attempt to evaluate resulted in an incorrect address; 2nd attempt made to evaluate to make necessary adjustments, but guest was not home; attempt date 6/30/23. 
  Guest can contact our service team and a delivery team will be promptly dispatched out to the home. 

   

  Kindest regards 

• Initial Complaint

  Date:06/27/2023

  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 went to Garden White on Hall ***** ** location. on 6.27.23 and purchased three items. Order desk, bookshelf and order large glass table. I asked the sale person to make all three items can be delivered same day and he said yes and then after everything was placed, he mentioned one of the items is out of stock and I asked again to make sure than delivery all the same day and he refuse to listen.They today delivered bookshelf and round table and I noticed right away the table was wrong one and told them it was not right and take it away. I called the sale person and he accepted he made the mistake that the table I wanted he thought on that table that was ticket for it. I asked them to work with me on the issue store refuse to work when it's their mistake and asked me to pay $477 more for that table that salesperson made a mistake. I called the corporate and spoke to ***** and he said she will talk to the store, and they will work with me. The store wrote her message that will deal with this at store level, and she told me they will work with me. I called store and ************** manager was not available and ***** came online and spoke rudely and told me I should have not called the corporate office and told me nothing she can do for their errors. This shows the level of bad customer service this ********************** offer, and customer are not appreciated. When I asked for full return and come pick the bookshelf too they told me it will be restocking fee of 25%. Here I was thinking of even buying $6000 matters from them and other items.

  

  Business Response

  Date: 07/04/2023

  Greetings

   

  The concern listed on this submission has been resolved. There was an adjustment on the balance owing on the table of choice, selected by the guest. 

   

  Kindest regards 

• Initial Complaint

  Date:06/25/2023

  Type:Delivery 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 may 28 2023, I purchased furniture from gardner white furniture store which included $299.97 for my old furniture to be hauled away(old furniture haul away). Delivery people said they couldn't take it because it had carpet bugs in it and left it in my driveway. I had to call someone and pay for it to be hauled away. They said they would credit my account and when I received my **** statement on June 20, they had not given me a credit. I called right away and they said because they took it outside, I am not getting a credit. *********** and sales order says furniture haul away.

  

  Business Response

  Date: 07/04/2023

  Greetings

  Upon review of this delivery, it was documented with photos showing more than several bug shells present. The delivery team did place the items on the curb as a good faith gesture, movement of any kind of existing merchandise can be performed but on a charge basis. Hauling merchandise out of the home to the curb or taking away comes at the same cost, the service was performed in spite of the infestation and for this reason there can be no refund issued. 

  Photos can be provided upon request. 

   

  Kindest regards 

  Customer Answer

  Date: 07/05/2023

  [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:06/22/2023

  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 a king adjustable base 2 months ago. 4/2023...Was installed by their service men improperly- they didn't put in center legs and the weld snapped causing us to have a broken bed. They sent someone out and that's what he found. Called the store, they won't do anything. No replacement, no refund... it's broken after 2 months due to their negligence, and we are stuck with the $750 bill?? Very, very bad company. I've never had something like this happen before. I will do anything I can to make this get fixed.

  

  Business Response

  Date: 07/04/2023

  Greetings

   

  The name and contact information listed does not allow access to a recent purchase, please provide an order number or contact information listed on the purchase. 

   

  Kindest regards 

• Initial Complaint

  Date:06/22/2023

  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 purchased a sofa from Gardner White and when the sofa was delivered to my home, my newly refinish floors were damaged by two naked screws that were left up under the sofa causing the damage. And the company is unwilling to compensate for the damage that they caused.

  

  Business Response

  Date: 07/04/2023

  Greetings

  Upon review of this submission, there are notes reflecting that the concerns with home damages have been resolved; a check was issued to this customer. 

   

  Kindest regards 

• Initial Complaint

  Date:06/06/2023

  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 Tempur-******************* and bed frame. Company advertising not satisfied you can exchange it. Advertisement is misleading as we wanted to upgrade due to dissatisfaction to a dual king and we were told we have to get new bed frame as is isnt exchangeable. Therefore we couldnt exchange as advertised. We just want to upgrade a pay difference but we shouldnt pay for a new bed frame if we arent satisfied with the size. Company should be able to use it as there is no damage to frame.

  

  Business Response

  Date: 07/04/2023

  Greetings

  The contact information listed does not access any recent purchases. Please provide an order number or contact information listed on the purchase. 

   

  Kindest regards

  Customer Answer

  Date: 07/04/2023

  [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:
  
  [Sales #*********; customer# *********; purchase on 4/01/23; after 60 days we tried to upgrade from King to split king.  We understand there is a difference in cost, and we were willing to pay.  Unfortunately, while GW was ok to exchange mattress, they weren't ok with frame.  Mattress has contact with body and they were ok with upgrade but frame no.  If frame is safe to use, and in warranty, why it couldn't ***********, unless it isn't safe to reuse, which shouldn't be safe for our family to use either.  Looking forward for resolution that allow us to continue to be a customer with GW, and allow us full upgrade of both mattress and frame.]
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/03/2023

  Greetings 

  The mattress noted on this submission would qualify for a 1x replacement that would include fees of 10% credit reduction of the original purchase cost and a processing fee of $199. Adjustable bases are excluded, they are also non-returnable even through the manufactures who will only replace the base should it be deemed defective. 

  There is no way to override this policy at this time, the Comfort guarantee plan expires 10/1/23, with the mattress being subject to inspection of the condition. 

   

  Kindest regards 

  Customer Answer

  Date: 09/05/2023

  [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:
  
  When we went your facility in 14 mile, we were debating between king and dual king.  ********************** Mr. ****** kindly recommended to try regular king first a latter upgrade to dual king, he provided the details for the potential exchange and that we need to buy the cover, he knew we were buying the frame, and at no point he indicated that we couldn't exchange it, which show there wasn't proper training to your team.  Secondly, it seems you are willing to replace the frame for warranty but not exchange it with minor usage.  I couldn't understand how a frame that is safer for our usage couldn't be safer to resale.  If you inspect the matters, you can inspect the frame.  So either the frame is resealable, or it shouldn't be safe at all for us to use.   If it is a matter of the electric motto, the same applies in terms of safety, or you just disconnect it from the current frame, and reuse the same motto on the dual frame king.  As a customer we been trying to work with your team for the upgrade and willing to pau cost difference, but you couldn't pretend us to stay with a frame that it is saleable, and we won't have any use due to misleading advertisement/ training of your team.  We are looking forward for you team to work with us, so you could have satisfied customer, that could recommend the product.  As it is right now, not in good conscience My wife and I can say we are satisfied with the product and service at hand. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cushions completely broke down on the back of my couch and that's under warranty then they will not cover it.

  

  Business Response

  Date: 07/04/2023

  Greetings

  All stocked merchandise comes with a 1yr warranty that covers inspection and repairs for covered concerns. If there is an extended warranty purchased, the concerns have to fall under the guidelines, Gardner-White cannot override denials from the 3rd party company. 

  The information provided on this submission does not access any recent purchases. Please provide the order number or contact information listed on the purchase. 

   

  Kindest regards