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:04/27/2023

  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 chair from the store located at ******************************************************************. I was told if the color did not match my existing furniture, I could call and cancel my order. The purchase was made on Sunday, 23 April, and I called on Tuesday 25 April to cancel. The woman who canceled my order told me I would receive an email with the cancellation notice so I could file it with the purchase receipt they emailed me. On Wednesday I called the store in ****** to follow up on my cancellation, and again request confirmation. During this call I was told the store needed to have the original salesperson cancel the order, and that I would not in fact receive anything to confirm the cancellation.I financed the purchase. I have a document showing the purchase, and the finance agreement. But I have nothing to prove that I cancelled the purchase and delivery.This company makes it easy to buy from them, but impossible to cancel or return a purchase. All I want is documentation for my files showing the purchase was cancelled.

  

  Business Response

  Date: 05/27/2023

  Greetings 

  Upon researching this concern, it appears that there is nothing outstanding and there was a resolution reached; last completed delivery was made on 5/6/23

   

  Kindest regards 

• Initial Complaint

  Date:04/16/2023

  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 purchase a mattress on 3-11-22 but its not the one i chose. If was delivered two weeks later facing the opposite way against the wall, until i received my bed frame the next day. . So i didnt see the mattress fully. Not paying full attention to the mattress i received, when it was put on the frame, i realize i didnt receive the correct mattress but i woke up with severe back pain, its too soft its not the bed i picked out in the store. I have a bulge disc in my back, i would never pick out a soft mattress. Ive been sleeping on a firm mattress since i started having back problems Years ago. I went back to the store and i was told i had to sleep on it for a while so that i can get used to it Two weeks later the same problem. I no longer sleep on a $2,967 bed now. I went back and was told by the sales person she apologized for HER mistake. She said let me let me talk with my manager. She came back and said she apologize but i/me have to keep it for the duration of the 60 days policy and then i have to pay the restock fees. I asked to speak with the manager and of course she said the same because i signed off on it twice. According to the paperwork and because i dont work at the store i dont understand the wording that its s the wrong mattress but because signed off on it now Im responsible for paying for a mistake i didnt make. My mistake was i didnt read the very small print on the back of my paperwork because i never was told about the the restock fees, i only was told if i didnt like it i can return it. And then when i talk with someone over the phone i was told i should have read it before i singed off when i received my package, needless to say i got my package after the fact it was signed. I admit i was excited about getting a new mattress i did sign the paperwork not knowing i was signing for the wrong mattress because it doesnt Necessary tell me in exact details what i have. I shouldnt have to pay extra for this mistake within the 30 days.

  

  Business Response

  Date: 09/03/2023

  Greetings 

  A replacement was completed on 4/26/23 there are no pending replacements, orders or open concerns at this time. 

   

  Kindest regards 

• Initial Complaint

  Date:03/31/2023

  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 table set and a bed room outfit from the grander white and a purchased the warranty to cover any damage the would accidentally occur think I would be cover so it was time to use it and I told them I was out of lucky and I wouldnt get my money back for the warranty because thats not how thing work

  

  Business Response

  Date: 07/04/2023

  Greetings

  Unfortunately, the name and contact information listed does not access a recent purchase. Please provide an order number or contact information listed. 

   

  Kindest regards

• Initial Complaint

  Date:03/27/2023

  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.

  11/26/22 Went to Gardner White Shelby *** purchased a ********************** Reclining Loveseat (71 or smaller) & Recliner.11/27/22 Delivery of ******** Loveseat, had puncture holes in it.11/28/22 Delivery of ******** Loveseat, had scratches all over the right arm rest.12/10/22 G.W sends out crew to fix scratches, they recommended a new replacement.12/26/22 We go to ******************* *** store to talk with **** again. He said the wrong loveseat was ordered. Two new ******** recliners ordered.01/02/23 Calling (12:26pm) Gardner White sales ****, not in will leave message.01/03/23 Calling (2:21pm) Gardner White sales ****, not in will leave message.01/12/23 Calling (2:39pm) Gardner White sales ****, not in will leave message.01/13/23 First payment of $40.00 on the ******** is made.01/14/23 Went to ******************* *** store; Talked to **** about when these would get delivered and he said they were still on back order.01/31/23 Delivery of a longer ******** (81), we refused it. Called (2:****) Gardner White sales ****, not answering. Called (3:04pm) Gardner White sales ****, not answering.02/01/23 Delivery of another longer ******** (81), they take Loveseat from 11/28/22 and leave longer couch.02/04/23 ************************ *** Store, **** admitted he did not know there were 81, 10 wider than our *** that would fit our room.02/06/23 Calling (1:41pm) Gardner White sales ****, not in will leave message.02/07/23 Calling (12:26pm& 3:48) Gardner White sales ****, not in will leave message.02/07/23 **** finally calls (08:01pm) us back.02/27/23 Called and talked to ******* who said corporate would be giving us everything back.1) $470.00 has been paid as of 03/25/23 2) G.W committed to getting us a 71 *** ***** Power Reclining Leather Loveseat.3) G.W has discontinued the ******** Loveseat (71" ***).4) They don't carry loveseats 71" *** like the *****************5) Customer/Sales Order #*********

  

  Business Response

  Date: 09/19/2023

  Greetings

  After review of the purchase history, there was a resolution offered to reselect the customer into a new item. The offer for reselection was proposed back in January, there is no documented communication from the guest and the sales associate, at this time if there are any open concerns, the guest can contact our service dept. 

   

  Kindest regards 

   

  Customer Answer

  Date: 09/26/2023

  [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:] Resolution - We had what we wanted but the first loveseat delivered was damaged and then the second loveseat delivered was also damaged.  We looked with our salesperson (specs we gave him back on 11/26 for max ************************* reclining/and no center console) and Gardner White had nothing after they stopped carrying the ******** Loveseat 2pc kit. They delivered a 4pc kit couch that is 10" wider than our maximum spec. The salesperson told us that GW does not carry anything similar to the ******** 2pc kit (which had matched all of our specs) so we would get a total refund. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/05/2023

  Good evening, 
  
  After further review of this account, I see we have settled this with mediation through the courts. Gardner White now considers this a closed matter.

   

  Kindest Regards

   

• Initial Complaint

  Date:03/17/2023

  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.

  I was told to pay a 25% restocking which I have. Now ******** Financial is devoted my account for a bed frame Ive been trying to get a delivery pickup for a week straight and customer service is horrible I am not properly being accommodated at all!

  

  Business Response

  Date: 04/06/2023

  Greetings

   

  Upon review of the order in this submission, there was a return completed on 3/28/23; in which fees were applied, there is nothing further pending at this time. 

   

  Kind regards 

• Initial Complaint

  Date:02/28/2023

  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.

  We bought a ******* mattress from Gardner White furniture in August 2022 and we were supposed to receive ****** in credit cards this is how long we waited and still haven't received.

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:
  
  This letter is to inform you that ******************** LLC has carried out to my satisfaction the ************* proposed for my complaint, filed on 12/13/2022 and assigned ID ********.
  
  Regards,
  
  

  

  Business Response

  Date: 03/09/2023

  Greetings

   

  Upon speaking with *********************, she states that she has received her gift cards and is all set. At this time there are no pending concerns. 

   

  Kind regards

• Initial Complaint

  Date:02/28/2023

  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.

  Last year around June Gardner white came out and looked at my chair. While they were there I indicated that the couch was also broke. They told me they ordered the parts and will come back to install. Around November they came out with only one part that was for the couch no chair piece. The service team made a mistake and never ordered the second part. I finally received the second part gardner white scheduled to come out February 11 I waited all day no call no show. When I contacted them they told me they canceled they made a mistake and the warranty company is supposed to come out because its past the year. I reached out to the warranty company they said they need to reach out to Gardner white to get information from them. This is absolutely ridiculous that I have to wait so long for a repair. I feel that ****** white is responsible for this repair because I called while it was under their warranty. They made the mistake and not order parts. Regardless of who made the mistake they need to own up to it and fix it! Im so disgusted with the rude and unprofessional responses I get from the service department. This repair is way overdue. Its sad I have a new chair that I cant use.

  

  Business Response

  Date: 03/12/2023

  Greetings

   

  There has been a review into this purchase, and the it was determined that a Gardner-White service technician will be dispatched for parts installation; Mrs. has been contacted and aware. 

   

  Kindest regards 

  Customer Answer

  Date: 03/18/2023

  [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:02/22/2023

  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 name, address, email address, and phone #: ************************* *************************************************************************************************: ****************************** **********: I am 67 years old 125 pounds and 5'6. This complaint is against Gardner White Furniture *************************************************. ******* store phone # **********. Gardner White ************* phone # **********. My salespersons name by phone is ***********************. Name of item I purchased Denali rocker/recliner. My customer # ************, my sales order # ************. Order date:1/03/2023 delivery date 1/04/2023. Total amount I pd. on my mastercard debit $525.71. I was emailed purchase receipt but never received any other documents ex: warranty, manufacturer. I purchased Denali rocker/recliner by phone on 1/03/2023. At the time I did not live at the delivery address *************************************************************************************************, I moved to this address on 01/23/2023. I did come to allow delivery of chair to this address it looked fine. I have had back surgery and have ongoing back pain it is important to me to have a well made recliner such as a lazy boy. After I moved into this address I found this rocker/recliner to be very uncomfortable and on my right side behind my back sloped into the chairs right side arm rest where there was a noticeable gap. I called G. W. service who sent a tech on 2/01/2023. The tech took pics and used a tool to move around stuffing. After it got worse I called G.W. service again the same tech came on 2/15/2023 took pics said the chair was not damaged and said I was probably sitting more to the right. I went to the ******* store on 2/17/2023 and asked if I could return the chair and pay the difference to get a lazy boy, the store said the chair I had wasn't damaged. I explained it had to be made wrong, they said no. I called G.W. service and asked they also said no it wasn't damaged. The gap gets bigger, the chair is uncomfortable, they have not provided me with a defect free product. I have pics

  

  Business Response

  Date: 03/05/2023

  Greetings

  We empathize with any frustrations. The merchandise is under an inspection and repair warranty, if fault is found in the workmanship, then a repair would be made. 

  The option to replace would only be offered if a repair cannot be performed. After review of both reports it has been determined that they are both complete and accurate. There is a 7-day return/reselection period that included a 25% processing fee, but that is only in place for up to 7-days from the date of delivery. 

  At this time, we regret to inform you that there is nothing that can be offered at this time. 

  Service notes

  By V26 Wed Feb 01, 2023 01:15 PM EST
  regulated padding cond 4 s0725

   

  By V26 Wed Feb 15, 2023 10:58 AM EST
  Mrs sits at an angle leaning against lsf back and wing causing padding to break in in that area causing gap between back and arm pillow. not a defect

  Sincerely 

  Customer Answer

  Date: 03/05/2023

  [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 is not satisfactory to me. I expected this response, and will just have to accept a defective product, very unfortunate. I will accept what Gardner White responded, and never buy there again. This complaint is resolved
  

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

• Initial Complaint

  Date:02/03/2023

  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.

  I went in to gardner white on 11/16/22 pick out a new mattress that was perfect for my needs I have cancer so I needed a bed that was soft we got the bed delivered on 11/17/22 at almost 11pm that night and I had noticed it was the correct mattress so I called them first thing next morning to resolve this matter and they continued to refuse to replace the mattress over 2 months been fighting with them and I have been sleeping on my couch since rhe bed was to hard for me to sleep on then I called the credit card company to dispute the charges rmthat way hoping they could help and still nothing so now I am on my last resorted with the BBB to help me resolve this issue all I want is the right mattress I have no problem paying for the right mattress if they do the right thing.

  

  Business Response

  Date: 02/27/2023

  Greetings

  We empathize with any frustration experinced, mattresses are final sale and would only be replaced if there was error found in the workmanship; most mattress warranties are in place for 10years from the date of delivery. 

  There was a documented service inspection that determined that the mattress in the home is correct, this was validated by the information noted on the manufacture tag attached to the mattress it was compared to the model information listed on the purchase invoice. 

  As we empathize with the concern, there is nothing that can be corrected, based on the recent service report, the mattress is in sanitary condition and ********************** purchased additional protection with a mattress cover; this qualifies ********************** for a 1x courtesy replacement of the mattress only.  The 1x replacement falls under the Best Sleeo Guarantee where there is a time allowance that ranges from 60 days through 6 months for adjustment to the new sleep surface; the fees that would apply would be a 10% deduction from the cost of the mattress plush a processing fee of $199. Please see attachments. 

  Service notes

  By V09 Sat Dec 10, 2022 01:05 PM EST
  0 BODY IMPRESSION. NO DEFECTS. TAGS MATCH INVOICE. COM 5 D2141

   

   

  Kindest regards

   

  Customer Answer

  Date: 02/27/2023

  [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:]
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:01/25/2023

  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 new leather sofa and loveseat and the day of delivery my floor was damaged by some bolts left in the steel frame work of the sofa witch scratched my floor in multiple spots, made a complaint witch took them a few weeks to come out and look at it and remove the bolts. Days later they finally call me and say they will offer 150 for the damages but to fix it I need to have my floors sanded and can't be in the home fore a week when this takes place and now I'm paying for furniture that I do not want, it's cheaply made and completely ridiculous.

  

  Business Response

  Date: 07/02/2023

  Greetings

  Upon review of this submission, it shows that guest was in touch with a delivery manager and was not satisfied with the resolution offered. When home damage is reported based on the evaluation, compensation or a plan of repair will be offered. 

  On  3-13-23 at 4:19 pm, guest was offered the option of repair (non invasive same day repair) to the Floor, or $200.00 Compensation. The Customer said no to both options. ******************* then abruptly Hung Up on Me after saying: Your a Day Late and a Dollar Short!

  With this offer being on record, we are still willing to address the damages listed or offer the $200, the guest just needs to let us know. 

   

  Kindest regards 

  Customer Answer

  Date: 07/04/2023

  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 top 2 show the bolts left in the frame I don't have a written estimate but the floor has to be refinished and that a lot more then ***** dollars and with refinishing them we can't be in the home for about 5 days. This is what I have been arguing with gardner white about and because it's under  ******* in damages getting a lawyer won't work because no one will take a case for that amount. I'm fed up out of options I honestly don't want the furniture. Like I've said in my complaint I should of returned it the day of delivery...
  
  Regards,
  
  ***************************