GRAND RAPIDS, MICHIGAN -- Bought my living room furniture at Ashley's two years ago. The sales person sold us the warranty and said it covered everything. There is an obvious cut in one of the seats on the loveseat. The claim was denied stating it was a manufacturer defect. The technician came out for a claim on the sofa (which was also denied based on wear and tear) and while he was there he looked at the loveseat and said "clearly this isn't a manufacturer defect".
I probably spent a total of 6 HOURS TOTAL HOLDING ON THE PHONE with this company to correct this - transferred and hold, and transferred and hold, and transferred and hold. This has been going on for two weeks now and still no clarification, just another email saying it is declined. TERRIBLE COMPANY TO DEAL WITH. Not even worth it!!! I'll be going to the Better Business as well and I will leave bad reviews somewhere every day that I have to look at this crap!!!
GRAND RAPIDS, MICHIGAN -- We purchased a leather set (sofa, loveseat, recliner chair) from Ashley Furniture with the 5 year Elite plan given the expense of our investment. The plan was to protect against damage especially unseen down the road. Three years later the material in our recliner chain started disintegrating or unraveling (not sure what) but it's created a large lump in the chair after 3 years and the chair alone was $1200.
We contacted Guardsman, filled out the paperwork, and submitted pictures. We were told this is not covered under the plan. They make every excuse to not pay for the repairs, even a tear in the leather. They are a rip off and should not be in business. I saw another complaint where someone purchased the same 5 year plan and received the same message back that the repair is not covered. So what are they covering "NOTHING".
It's a disgrace for consumers to invest in furniture they expect to last for many years and within 3 years it's falling apart and no one is stepping up to fix the problem. We could have saved $500 plus dollars on a plan from Guardsman that is garbage/worthless and applied those dollars to a new chair.
Buyers BEWARE, Guardsman is a bad investment and slimy in their business morals and ethics. BTW, I recently found out Ashley no longer uses this company to protect their furniture and now I know why. If only, I was one year later in my furniture purchase, I'd have a company that would have covered this issue with the protection firm Ashley uses today. I'm just sick about this to say the least!!
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.
RAPIDS, MICHIGAN -- I purchase a kitchen island and 4 barstool in June of 2016. In October right before Christmas my table had this grey spot so I called them for the first time since I have my kitchen items. They sent out a technician to fix the problem which I was not satisfied with it because you could still see the spot where the stain is, even the technician said I have a beautiful house and he can tell that I take care of my furniture that is well kept. He said it looks like if the stain is mildew on it so I called the Guardsman Protection Plan which I thought I had for 5yrs and they said, "We can give you two options. Either some money for the damage or a replacement."
I took the money because I wasn't trying to go thru a hassle to exchange it since I know I can get a contractor outside to fix it to my likings and I am thinking is just a courtesy compensation I was getting from Guardsman Protection Plan for the hassle of the damage. I didn't know it was the end of my contract. They want to lie. Said I was advise of this which is untrue. I ask for the tape to proof. They said this to me but I was rejected by the specialist. Said she can't do it.
Now one of my door won't shut so I called them back to get it fix and I was told my plan is canceled since I took the little money of $300 they gave me which wasn't nothing compare to what I pay close to $1000.00 just for the kitchen island with Haverty's furniture store. They do not own up to their product nor communicate with the customer letting them know up front what is expected if we offer you some funds. For all I know I can return their little funds of $300 and I want my furniture repair. How in the world this furniture is new and very expensive and in less than 2yrs is damage.
What have they given me a piece of junk, I paid a lot of money for it and is no good. I live alone, has no kids. I take care of my furnitures. I do have a beautiful home and thought I had a lifetime furniture that will last for more than 5yrs. I feel taken and sorry that I trusted this furniture store. My 1st and last time purchasing from them.
GRAND RAPIDS, CALIFORNIA -- I bought the Guardsman Elite Guard 5 Year Protection Plan to cover my sofa, love seat & reclining chair to protect from accidental damages to my furniture. I had Cracking & Peeling Leather on my sofa & love seat. When I filed my claims, they asked my additional pictures. On the next day they said, "We are sorry to advise you that the damage(s) and/or stain(s) that you reported are ineligible for service". Still no use after repeated calls to Guardsman. Later I learned that, many of my friends have similar experience with Guardsman. This is just rip off money from customers. If you are not willing to serve the customers, why you are stealing money from us?
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.
My wife and I are empty nesters. Our 1 1/2 year old sofa had a seam let go in the backrest on the side. She is nearly always on. I filled out their required documentation and pictures to send in for service. I got the same standard B.S. response as others - "NOT COVERED because..." This is a SCAM. Happy to take your money, but not to service you for what you paid for. DON'T FALL PREY TO THESE CON ARTISTS.