The wood frame of my less than 3 year old sofa bed broke and they are stating is not covered under the warranty
even though the warranty does stated damage and the sales person at the store said they will fix anything and everything. Rude customer service. My sofa has no support and nails sticking out all the broken pieces.
Purchased $7000 worth of furniture from Ashley Furniture and added the Guardsman Elite Guard 5 Year Protection Plan T a cost of $450. Condensation from an a/c vent dripped on the top of the dresser during a period of extended absence, causing water marks and separation of the wood surface. Filed a claim with Guardsman and was denied because claim wasn't filed in a timely manner. A policy with terms of coverage and claim filing parameters WAS NOT provided at time of purchase (possibly this is intentional).
This problem seems common in reading other reviews and could be completely eliminated by requiring signature acknowledging receipt of policy (as do most life insurance policies) unless the motive is as deceptive as it appears. It is amazing that a 100+ year old company has survived by employing this kind of practice. However, their furniture repair arm was very happy to provide a repair estimate in excess of $200. "Fool me once, shame on you; fool me twice, shame on me." WHAT A SCAM by both Guardsman and Ashley Furniture!!
ILLINOIS -- After a discoloration appeared on our couch, I called Guardsman to get it repaired under their 5 year service protection plan. The plan was sold to us as complete coverage protection for any problems that we may have with the leather on our sectional couch.
The process for reporting the claim was cumbersome and involved an initial phone call to their customer service department, they then sent me a link to an online claim form. The form required original receipts, copies of the service agreement, personal information and 2 separate photos that had to be uploaded for each location on the couch where there was damage. The photo upload was not user friendly and had to precisely meet their size and format criteria or they were repeatedly rejected. This form then needed to be printed and mailed to their customer service location.
A couple of weeks later I received an e-mail telling me that my service request had been received, and I would be contacted to set up a service appointment. Two weeks after that, I had to call Guardsman Customer Service to see why I hadn't received a call to set up the appointment. I waited on hold to talk to a representative for a half-hour. After they looked up my claim information, they transferred me to another department, that informed me that my claim was denied because the damage I had reported was not covered.
When I purchased this plan, I was told any damage to the leather would be covered, but now they say it was all clearly laid out in the protection plan agreement that was mailed to me on June 30th. However, I purchased the plan on June 7th and was never told that there were exclusions to the coverage. Do not buy this protection plan, because in my opinion, it is not an authentic product that actually delivers the service you are promised at the time of purchase!!!
GEORGIA -- Dropped a dime size spot of toothpaste on a leather sofa that was less than a year old. The toothpaste discolored the sofa on that one spot. Filed a claim with Guardsman. "Not" covered they stated. Ashley said they would repair or fix ANY Issue. I guess that was to get you to purchase the 450.00 plan. It's much cheaper and a lot less hassle to fix things yourself. Basically, I spent 20 bucks for some leather dye and fixed it myself. You are just donating the money to someone else's pocket. Do buy the protection plan. It's not worth it.
KANSAS CITY, KANSAS -- Took 5 months, 4 days off work, and more than a dozen calls to fix my broken chair. I bought two La-Z-Boy chairs with swivel rocker bases NFM added. One chair failed to recline within a few days with a bolt falling out. NFM sent a repairman out and fixed it. A year later the same chair base split with reclining mechanism gouging my wood floor. I call Guardsman in March. They took the claim over the phone and emailed me a form to complete and mail back. I called a week later to make sure the got it and the said a repairman would call. Week later he called and made an appointment to come look at it two weeks later.
When he came he said he would order the part through NFM. When it came to the store, NFM would call me for a delivery date. Month later part was in. NFM called wanting me to take the broken base off and give it to them when the delivered the new base. But two phone calls later agreed to come back out and pick it up after the Guardsman repairman came. Called Guardsman who said the repairman would call. Over a week later he called making an appointment for the following week. Finally fixed in August. My 5 Year warranty is no longer valid after making my claim. Save you money. For the price of the warranty I could have had a new chair delivered in a week.
GRAND RAPIDS, MICHIGAN -- Had to put in a claim on a recliner that I purchased at The Dump furniture store in Atlanta Georgia. This plan was sold by The Dump over time. The frame on the recliner worn out as this takes time to wear. It was not noticed all at once and the people at Guardsman refuses to repair the recliner because I can't say when it started to wear as this needs to be reported within 5 days of breakage or damage or stain etc. They can't seem to understand when something wears out it does so over time and then one day you say, "Boy this thing is getting loose". It does not happen overnight as a breakage does. This plan is a piece of junk. Don't waste your money as I did.
DETROIT -- I bought furniture in 2014 from one of Guardsman's clients and added a 5 year warranty. They asked me to fill up their form online and send all documents necessary and I complied. Later I get an email saying my claim is denied and I called them. Some girl picked up, I explained to her (actually this morning) and all I could get is unprofessional attitude and silence. I asked if it a scam and or if the store I bought from is known to Guardsman. She hesitated first and then she said she is not aware of the store. GUARDSMAN is a scam company. Never purchase items covered under them.
I purchased a 5-piece sectional from Ashley Furniture a year and 1/2 ago with the Elite 5-Year Guardsman Protection Plan. Don't waste your time, nothing is covered. The plan lists many things that are covered and makes it sound very easy to submit a claim, wrong...so wrong.
After submitting pictures and 8 yes 8 different claim forms, because you have to submit one claim per incident, I was denied because I wasn't covered. After calling the Service Department I questioned my "stain" claim to the rep, and she said I never submitted a claim for it, so then I said, "Okay, all I have to do is submit a new claim." Her response was that I couldn't because I already mentioned to her that the stain was part of our conversation so it's now an old claim. Total ripoff.
HOWELL, NEW JERSEY -- They sold me the 5 year gold protection for a leather couch. After 4 months the frame cracked and was told they wouldnt cover. Bought a sofa on route 9 in Howell Home living furniture. Was sitting on the couch with the recliner extended when I pressed the button to retract the seat I heard a pop. When I looked under the couch I noticed the frame that pulls the seat back into the normal position cracked. I'm not even 200 pounds. Called Guardsman protection since the salesperson told me everything is covered with the gold protection but they declined the repair.
GRAND RAPIDS, MISSOURI -- Purchased the 5 year gold plan to the tune of $260 to cover "anything" that would happen to my $1300 Headboard. One of the buttons broke and popped off. Looked all through my coverage to make sure that a button would be covered - well guess what - since it wasn't listed in the covered section it is therefore not covered even though it isn't listed as not covered.
I then called Nebraska Furniture Mart to have them help me with this issue. They seemed as though they would help by calling the insurance to get it straightened out. Of course they received the same answer as I did. So their answer was sorry but nothing can be done and since the piece was a year and 7 months old they won't stand behind it either. Furniture insurance one of the biggest scams ever!!!