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

  4945 Dixie Hwy Waterford, MI 48329-1709

  
• 

  Gardner White Furniture Company

  39453 Ford Rd Canton, MI 48187-4320

  
• 

  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:12/13/2022

  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.

  Purchased chair #UC559PLC on 11/7/22. Chair delivered 11/9/22. Chair led to owner falling and having to get assistance standing twice. Called to ask for chair to be lowered, spoke with *******. She said she scheduled an appointment for 12/1. No one showed up, called and spoke with Jazz. She explained that the chair could not be adjusted, that would void the warranty, it could be either returned or exchanged. Visited store to try and exchange chair on 12/3. Waited over an hour for help, got none. Decided to return the chair. Called again 12/6 and spoke with *****, explained that I wanted to return the chair. He said he sent an email and we would be hearing from them. Called 12/9, spoke with ******. He said that the order wasn't put in. He put it in, scheduled pick-up for 12/10. Received a text 12/10 stating the pick-up was canceled because it was put in incorrectly and the store would contact. No contact, called 12/13 spoke with JV. She said she would email the ** team, said it had been put in as an exchange and it needed to be changed and said it could be picked up today. Had a missed call, called back and now they said they need to inspect the chair before they can pick it up. Now they said a technician will be out 12/20. However, every time I call they say it will be resolved. I would like the chair removed, and get my refund for the chair.

  

  Business Response

  Date: 01/01/2023

  Greetings

   

  After review of the purchase history, there is a reflection of a refund return issued on 12/22/22. There are no outstanding transactions with Gardner-White at this time. 

   

  Kindest regards 

  Customer Answer

  Date: 01/07/2023

  [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:] the chair was removed from the home 12/22/22. Several text messages were sent stating they didn't have my card information to process the return. I went in person on 12/27/22 to present my card and get a refund and was then told it would be **** additonal days to receive the refund. I have not received the refund as of today. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  An inquiry has been sent over to the original purchasing store. Please allow up to 72 hours for the team to reply, the 14-mile location will call *************** if there are continued issue with the processing of the refund. 

   

  Kindest regards 

  Customer Answer

  Date: 01/30/2023

  [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:
  

  The business still as of today, 1/30/23 has not refunded anything. They have had the chair back in their possession since 12/22/22, then we were told we had to provide the card information again, which we did in person 12/27/22, and then we were told it could take up to 10 business days for processing. This is unacceptable! I don't care who does it, the original store, corporate- someone needs to provide a refund. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 07/02/2023

  Greetings

   

  Upon review of this purchase history, there are no pending credits, the refund appears complete. 

  This submission can now be closed out. 

   

  Kindest regards 

• Initial Complaint

  Date:11/27/2022

  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.

  Couch is falling apart. More and more everyday. They came out a while ago and was supposed to order parts and whatever but its been a while. This is second junk sets of furniture I got from this place. I need a full refund and would like to take my business elsewhere as they dont really want to fix in a timely manner. I have emailed them about this and what I want to resolve this but they never responded to me.

  

  Business Response

  Date: 01/01/2023

  Greetings

  We apologize for any frustration. There are shipping delays present that none of us can avoid or control not even the factories.  The merchandise is under a repair warranty from day one, the original delivery dates back to 1/30/22; there was a recent exchange performed on 3/12/22. 

  The order for service was opened on 10/5/22, an email has been sent for an update on parts status; if extended delays are still present a decision will be made, and the guest will be contacted. 

   

  Kindest regards

  Customer Answer

  Date: 01/07/2023

  [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:

   

  shipping delays were known of for almost 2 years. Why when phone call and message was left did you give a **** week timeframe?

  The excuses should stop and stop blaming others. This is the bed you made now you will sleep in it. Bottom line is warranty or not your product is junk! Why should the customer keep rearranging their time and life to make appointments and c*** to get junk furniture repaired and go with out furniture for a week or 2? So you expect me to call every other week for warranty repair and then waste more time making sure I can be here for the repair person?

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

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a tempur pedic mattress with a remote control base and the same day we tried sleeping on the mattress the base started squeaking with ever move we make and this was delivered to us only 2 weeks ago so I contacted Gardner White and explained the issue they said they cant help me I have to call the base company and they have nothing to do with it. So my issue is that my item is still brand new but defective and they will not send someone to look at it but yet I have to deal with the supplier. I believe this very unfair and wrong and I need someone to help me asap with this issue. This mattress and base price was about $6300

  

  Business Response

  Date: 11/26/2022

  Greetings

  The contact's name and phone number listed on this submission is not pulling up a purchase history for this guest. All product other than floor sample merchandise comes with a factory warranty for 1yr.

  Any concerns within that 1ye warranty would merit a physical inspection to determine if defects are present. 

  Bedding items are final sale and would not be restocked but replaced if defects are found. The guest can contact the customer experience team at **********************- ********************** for scheduling. ************

   

  Kindest regards 

• Initial Complaint

  Date:10/27/2022

  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.

  I went to Garden Y on October 22, 2022 to buy a bedroom set the commercial said they were given away 25% discount a $300 gift card and a free TV I placed an order for my bedroom set I got the 25% discount but I did not get my $300 gift card or a TV Gardner White falsely advertise the $300 gift card and the free TV and thats why I want to file this complaint

  

  Business Response

  Date: 11/07/2022

  Greetings

  Unfortunately, multiple sales promotions cannot be combined.  The various promotional discounts and free items are issued for different sets and manufactures, there is a certain price point that has to be reached for some of these promotions. In most situations', if there was an option for a TV or gift cards then it will definitely be one or the other. 

   

  If there is any misunderstanding of what purchases qualifies for promotions, free gifts and discounts, our sales professionals are in place to provide clarity. If an order has no qualifying factor for promotions or free items, there is nothing that we can offer. 

   

  Kind regards 

   

• Initial Complaint

  Date:10/24/2022

  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.

  Hello,Please escalate my complain as I have been having the worst customer service experience ever. ******* contacted me on friday 10/21 and offered me an additional $600 on my reselect and asked me to go to any of the locations to choose a set and place an order. I went on the following day choose what I wanted from store and the customer service told me that the order has to go through her. She contacted me on Monday admitting that she offered me the reselect plus $600 but she is not going to do more than $200. This is so unprofessional and different from what I expected from GW.

  

  Business Response

  Date: 11/07/2022

  Greetings

   

  We apologize for any misunderstanding, there are documented notes stating that there was an offer for reselection in the amount that was paid for the owned merchandise. When there are credits due to a customer there are no increase issued in the credit amount owed, if the reselection has no penalties, they receive back all of the money paid into the order only. 

  Continued notes reflect an additional $200 credit will be awarded towards the new purchase.  We are sorry to hear that this was not a satisfactory resolution but feel fair compensation has been offered. 

   

  At this time there is an open order for reselection, and waiting on finalization from the customer, respectfully there is nothing more GW will be offering at this time. 

  Kindest regards 

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first complaint is I saw Gardner White commercial where they offer $300 gift card and also 25% off Black Friday sale And a free TV and the lady said they will waive my sales tax with my purchase was around $3300 they gave me the 25% discount and told me that the $300 gift cards are for the furniture which was not I called back and spoke to a sales person and was told the gift card applies to mattresses and furniture then I was told if I order before 3pm it can be delivered the same day that was not true I was told that my delivery would be between 3-5pm the delivery guy showed up around 10pm left around 10:55pm and could not assemble my bedroom furniture the left part all over my bedroom and told me to call Gardner-white in the morning and hopefully the can fix the furniture this week Gardner white should be ashamed for false advertising and sending teenagers to assemble furniture Order# ********* and order# *********

  

  Business Response

  Date: 11/07/2022

  Greetings 
  
  After review of the delivery history, there were two delivery attempts made 10/23/22 with completion on 10/24/22. We apologize for frustrations that multiple deliveries create, however this is necessary if factory wrapped merchandise has missing parts.  

  Delivery timeframes are an estimate time of arrival, the team depending on cancellations or unexpected delays can arrive pre/post time that has been given, we apologize for any frustrations this has caused. 

  
  Unfortunately, sales promotions cannot be combined, discounts are based on manufactures and kits, there is also a price criteria that must be met in order to qualify for master cards; if discounts are applied and the subtotal falls below that bracket this could disqualify the purchase. The sales professionals are in place to explain the qualifications if there is a misunderstanding of what would qualify for certain promotions. 

   

  Kindest regards 

  Customer Answer

  Date: 11/10/2022

  [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,
  
  ***************************

   

  the response was not what I was told in the store Gardner White made a 

  false advertisement I am not the only customer that complained about 

  What they advertised 

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased furniture on saturday october 1st and it was delivered same day. the dinning table was defective and they took it back, i called the next morning, sunday, to see if they could deliver it sunday - they lady said they could and it would be delivered between **** - i commented that was pretty late and asked if they could come sooner, she said they would try but no guarantee. i waited up until 11:15 and they never showed - i had work early in the morning and called at 10am on monday to see what the problem was - the lady never set up the delivery. so we set it up for monday night from ****, they brought the table out and the defect was fixed but the wrong screws were packed, they called the manager and set up the delivery for next day, tuesday, first delivery at 4pm. they left the table and screws. i called them at 5pm tuesday and again they said it wasn't set up and they could come out oct 11 - a whole week later, leaving me with no table for my kids to sit at to eat and they 1/2 put together table sitting in the dinning room leaned on a wall - a safety hazard. i asked for a manager and was told they're not in the stores and then they were all busy. i said take the table back and refund my money - i was told by jv (lady on the phone) i would be charged a 25% restocking fee for their incompetency. after telling her i would call help me ****, she put me on hold and said they could come today and someone would call me. i have no confidence in their word - they have lied and put me off and this is not acceptable.

  

  Business Response

  Date: 11/06/2022

  Greetings

  After review of the purchase/delivery history, it was found that all goods have successfully been delivered into Mrs. *****************;home. We apologize for the frustration that the incomplete deliveries have caused, ideally we want to complete the delivery on the first attempt; regretfully on some occasions its takes more than one visit. The scheduling errors have been addressed with representatives that did not complete the task. 

  The delivery history has been submitted to our Gift Certificate team and there will be $100 mailed out to ************************* in the coming week. 

   

  Kind regards 

• Initial Complaint

  Date:09/24/2022

  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.

  In 2019 I purchased a love seat and a extended warranty now in 2022 the loveseat stopped working and caught on fire. luckily I was right there to unplug it and stop it before something bad happened. I called Gardner White about my extended warranty and they gave me a number for their so called warranty company they have. I then call them and they wanted pictures sent to them. I sent the pictures and called corporate again they say theyll look into it and days later I still hear nothing from both companies. 2 weeks later I called again trying to see what theyre going to do about my couch catching fire. I am still in shock by the complete disregard they have. I called Gardner White Corp again and they said they will get to taken care of next week and they will send someone out. I rescheduled my day to be there and get my couch fixed. The night before theyre supposed to come out I get a call that my couch was more then a year old and I have to call the same warranty people Ive been calling and not hearing back from. Now weeks later and my couch is still not fixed. I called the warranty company and they hung up on me multiple times and when I did finally keep someone on the line they told me they were going to send me replacement batteries. I told them how no one came out to look at it and how would they know what was wrong with it and they hung up on me. At this point I am very upset and called again asking to speak to someone willing to help me they told me they dont have a manager there and someone will call me Monday and hung up on me again. I am at a loss on what to do and I havent been able to use my love seat for its intended purpose. This shouldnt be how you treat customers especially ones that have bought many things from you.

  

  Business Response

  Date: 09/26/2022

  Greetings, 
  
  
  Guest has owned the merchandise listed on this claim since 2019, there is no repair history on file under the factory warranty; which expired on 12/7/2020. The extended warranty plan, covers evaluation of the concern and repair unless deemed unrepairable by Furniture Care protection. Gardner-White, cannot dictate to the company on the manner in which to service the product, should the company need assistance from Gardner-White for parts or replacement they will submit the necessary documentation. I have sent an urgent email to the 3rd party company asking that someone reach out for further assistance. 
  
  
  Kindest regards 

• Initial Complaint

  Date:09/12/2022

  Type:Delivery 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.

  On 8/20/2022, we purchased a bedroom suit from Gardner-White Furniture, in the amount of $1,839.99 .We were told one nightstand would be placed on backorder, we agreed that was fine. When the delivery came 5 days later, the headboard and both nightstands had been backordered. We weren't notified of this in advance, we contacted them, they stated, it would arrive in 4 days. They items never arrived, we were then told another week, that didn't happen either. In the meantime, our order has been canceled by the store 3 times, we have had to initiate all contact, they have offered no solution to the problem. Now we are being told, since our order was canceled "by them" we may not receive the items, as they have been sold to other customers, and the product is being discontinued. We have essentially paid for merchandise, that was never delivered, then re sold without any compensation, other than " we can just return what we have already received. This is very inconvenient, as we have already, gotten rid of our old set. The manager refused to speak with us, regarding this issue and our sakes rep is "mysteriously always out sick" it has now been over a month, and we were told again today, on 9/12/2022 that our order had been canceled, again by the sales rep. I believe Gardner-White sold us product, they didn't have in stock, knowing they could not deliver, just to make a sale.

  

  Business Response

  Date: 09/22/2022

  Greeting

   

  After reviewing the order in question, it appears that all delayed items have been delivered into the home. At this time there are no outstanding orders pending. The delivery notes do not reflect any errors at the point of delivery. 

  In regards to the cancellation of the order at store level, that is being further investigated, for the frustrations that *** have  caused, will contact the gift-certificate department with customer information. 

   

  Kindest regards 

   

   

• Initial Complaint

  Date:09/12/2022

  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 went to Gardner White on 9/3/22, and purchased a sofa, and end table. I went back To Gardner White on 9/6/22, to purchase the same end table. The sofa and the first end table were delivered on 9/4/22. The end table was in a box and was not assembled. The second end table was delivered on 9/7/22 and was not in a box, was just wrapped in plastic. Both deliveries were called curbside delivery, otherwise the delivery cost is $150.00, each. The delivery men will not wait for you to inspect the furniture. I noticed right away that the end table that was delivered on 9/7/22 was damaged. I inspected it and found gouges, scratches, and a broken drawer. I immediately called Gardner White to inform them of the damage. I spoke to Diamond. ******* asked me to take pictures of the damage and send them to her, which I did. ******* informed me she would contact me when she received the pictures, never heard back from her. I called Gardner White the following day and was informed that they would send someone out to attempt to fix the problems. I stated that I did not want that, I wanted a new table, just as I had paid for. I feel the second end table was a floor model from all the damage, and it did not get delivered in a box like the first one, it was just wrapped in plastic. They told me the manager would not do that, and I had seven days to return the end table, and I would be charged a 25% restocking fee. I do not feel this is just. I would like a new table in a box delivered, and Gardner White to pick up the damaged one. Anything you can help me with in this matter will be greatly appreciated. Thank you, ***************************

  

  Business Response

  Date: 09/22/2022

  Greetings, 

   All merchandise post delivery, (including the day of) is subject to an inspection before an exchange will be granted. When pictures are sent in to us, they are reviewed by a service manager who will tell us whether or not a repair can be made. 

  Service inspections and repair cannot be refused if the product was left curbside. Floor sample merchandise is not delivered out unless purchased by the consumer; the way the product is packaged does not reflect that the item is used, damages can occur in transit. 

  The reason why repairs are offered, is because replacements do not guarantee, damages won't occur, also the service technicians, specialize in repairing up to and or exceeding factory standards. 

  We can assure that the repairs will be done to completion or an exchange will be granted. If there is a request for a refund no matter the reason there is a 7-day allowance for that and the 25% fee is standard and would not be waved. 

  Kindest regards