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Guardsman Consumer Reviews - Page 2

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Guardsman Is a Rip Off - Don't Buy Their Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!

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Worst warranty coverage ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MI -- I am extremely let down by Guardsman and Nebraska Furniture Mart. I feel very taken advantage of. I saved money to purchase a leather sectional and purchased the protection plan. Without even seeing my furniture they said they do not cover it although they are more than happy to take your money. I would avoid any furniture store that offers it because it is basically just a contract to steal your money. When the salesperson represents the warranty as "covers everything including wear and tear" you believe them and buy it. I doubt that Guardsman will listen to my issue until enough unsatisfied customers come forward to tell their horror story about Guardsman.

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Broken Sofa Bed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Product Is a Scam!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!

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Awful!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We purchased the 5 year plan with Guardsman for our leather furniture. When something caused small holes on one cushion which lead to an area peeling, I filed a claim. They would not cover it because I was not specific enough when I filed it. Then when I called in and was clearer they said it wasn't covered anyway. I don't know the last time I had such an awful experience with a company. I asked to cancel my plan and have a refund. I was told that is also not possible.

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Deny Your Claim Without Even Reviewing the Damage
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- We purchased a furniture protections plan via Nebraska Furniture Mart as the sales reps sold it as they will pay for any issues you have with the furniture. Guardsman will in fact NOT pay as they have a complete list of "Gotcha Clauses" and they denied our claim even without even looking at the pictures.

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Very Poor Customer Service - Waste of Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- I contacted Guardsman September 12, 2016 due to a few stains on my pillows and couch cushion. I also had a zipper that had come apart due to damaged teeth in the zipper. I was told to take pictures, and mail in all the paperwork which was sent in the next day, September 13, 2016. It was October 5, 2016 before I received an email from Guardsman to schedule a date for them to come out and repair the items I purchased.

It was October 31, 2016 before they came out. The gentleman they sent out was able to get the stains out for the most part but wasn't able to repair the zipper. He informed me that he would order a new cushion cover and took pictures after he was able to get the zipper back on track. It's now November 7, 2016. I called Guardsman to get an idea on how long it would take to receive the new cover because any weight on the cushion would break the seam again because the teeth of the zipper are damaged.

I was informed that because the gentleman was able to get the zipper back together that the order was closed and I would have to reopen a case and start over and request a new case to be opened. This process took 6-7 weeks. I spent $300 on this "protection plan" and now I can't even get my main item (the zipper) fixed.

I am 100% disappointed with this entire purchase. Not one person has tried to make this right. I am very disappointed. I've had to take day off of work and didn't even get this situation taken care of. Not one person has tried to make this right. Very disappointed in your customer service and I will NEVER spend another dime in the future for this so called "protection plan". It's WORTHLESS.

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Do Not Honor Service Agreement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I purchased a Guardsman furniture protection plan at Nebraska Furniture Mart when I bought my leather sectional about a year ago. When doing so I also received my service agreement from Guardsman. When I went to file a claim with them when my couch was cut by a box cutter it took them two weeks for a guy to come out and fix my couch. But instead of fixing it he just took pictures of it and left.

Two weeks later I received a very vague email from the company that my claim was denied because the damage was from wear and tear. However, it is very obviously a cut. When I tried to call the company regarding my denied claim they kept on avoiding letting me talk to a manager about it and when I finally did the manager said that the cut has to go all the way through into the stuffing of the couch in order for them to cover it.

This is not stated on their service agreement at all. "What is covered: any puncture, cut, tear, or rip from a specific incident or caused by a defective furniture mechanism." That is quoted directly from their service agreement. The company has absolutely no customer service and if you look up all of the complaints on the bbb they respond to all of them but never resolve a single one.

The only reason the company is still accredited from the bbb is because they have been in business since 1915 and always respond to complaints. However they never resolve them. That is directly why the bbb has given them the grade they have and the bbb actually tells you that! Those are the only reasons they are still accredited! This business has been in the business of scamming people since 1915! Just do me a favor google: "Guardsman reviews" and read the reviews from a site that is not the Guardsman site. This company is absolutely awful.

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BEWARE - Would Not Go Near This Company Unless You Approve of Fraudulent Business Practices and Obnoxious Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- My claim was denied for reasons best known to them. When I called them to ask about why the claim was denied, their representative (**) told me that it is not covered under the "not covered part" of the contract. I read her the contract and pointed out that a tear is clearly covered in the "what is covered" part of the contract and that is precisely what the issue at hand was. At this point the representative ** started being rude and questioning if I knew how to read??? Great Customer Service... Did not know I was supposed to send my transcripts along with my claim?

Anyhow at this point not wanting to waste my breath and indulge a rude and belligerent person I asked her to please connect me to her supervisor or anyone else who can help me. She got ruder at this point and hung up the phone. So much for Customer Service if that's what they call it (go figure!)

I called again and this time did not want to waste my time and asked for a supervisor to talk to straight away and lo and behold was connected to her voice mail. So I left a message. Surprise I get a call a few days later at 8 am as I am driving to work. Seriously who calls you at 8 am???

Unfortunately, I could not get to the phone in time and this time get a message from Guardsman representative ** from the company saying that my claim has been denied and no reason given again. Surprise!!! Moral of the story, STAY AWAY FROM ALL THINGS GUARDSMAN. They may have gotten away with my money this time, but NEVER AGAIN. PS: Did I tell you they just lost a bigger order for my office/business which I am proud to say I cancelled with no hesitation. I do wish them all the best though, they will need it.

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Total Sham!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLOVER, SOUTH CAROLINA -- The only reason I am giving them ONE star is that ZERO is not an option. I purchased an identical sofa on 10-15-15 that my mother had purchased six months prior. We both purchased Guardsman Gold Plan. After we hosted a neighborhood party, I noticed food/beverage stains on the sofa. I completed and submitted a claim online form. When I mentioned this to my mother, she mentioned that she too would like to complete a claim as her pet sitter had allowed her dog to sit on the sofa, which caused stains. I helped her complete and submit her form. We were both pleased when we received a prompt phone call from "Alec" the local representative.

We independently (& ironically) scheduled our appointments with him on the same Friday. We did NOT tell him that we were mother-daughter or that we were both using his services. She called me when he departed her house (presumably headed for my house) to tell me that she received wonderful service. Alec and his wife cleaned her sofa & that it looked great. I was optimistic. When he arrived at my house, he immediately began taking pictures of the stains on my sofa saying that he would need to get approval from Guardsman before he could do anything further. When I asked what was the difference between my claim and that of my mother (& gave him her name,) his wife and he exchanged an "Oh Crap!" look!

As other folks have mentioned in their reviews, the customer service representatives are rude and unhelpful--and in the "escalation department," one must sit on hold for at least 20 minutes. When I asked for a supervisor for an explanation of what made my mother's claim valid and mine denied, I sent to voicemail. I left two VM requesting that they call me on my mobile (which was also listed as the best number to reach me on my form.) I received 2 VM back, both on my HOME phone. My next step is to make an appointment with the manager of my local Haverty's store to explain the situation and ask him/her to contact Guardsman for an explanation.

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Guardsman Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 163 ratings and
189 reviews & complaints.
Contact Information:
Guardsman
4999 36th St SE
Grand Rapids, MI 49512-2005
800-516-0195 (ph)
www.guardsman.com
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