Preview Review

Next Review

Guardsman Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Waste of Money Don't Buy There Protection Plan!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAWRENCEVILLE -- As a customer it's very disappointing when you buy a plan to cover your furniture for any type of accidents including stains. When you buy the furniture they tell you that plan covers stains or normal wear and tear. My case is stains, we celebrate my husband birthday with a cake. I have small children and obviously some cake were to get in the chair. I called to schedule a cleaning for the 4 chairs. They send a technician, a young man early 20's no clue what he was doing, he told me that due to the color of the stain chocolate he didn't want to clean them. Cause he was scared the stain would spread out so he was gonna contact Guardsman.

Couple of days passed and I didn't hear from them so I called to see what was gonna happened. First lady answer phone was courteous and she needed to transfer me to another department. Second lady with an attitude obviously the one who has to tell you that there's nothing they can do. Cause Guardsman has decided not to cover my cleaning due to the multiple stains on the chair. Multiple yes, 4 chairs so what does Guardsman protection covers then, if it's food stains.

So can with the attitude she didn't gave me a proper solution. Just told me that Guardsman wasn't gonna clean them and if she could help me with something else. Hello no, I paid $299.99 for a warranty that its not gonna covers stains. In their fact sheet they even have that they cover bleach stain on fabric. Ohh and of course all food and beverage. But can't clean stains from a cake. Well then what do they cover???

Replies
Do Not Buy A Warranty From This Company!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!

Replies
Warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROCKWOOD, CALIFORNIA -- We purchased a recliner sofa from the Furniture Depot in Brampton, Ontario and we got the 5 year warranty protection plan for the leather sofa. Not long after the purchase I washed the chair and the leather peeling off! Because it was during COVID I couldn't get into the store and therefore waited until things opened up. After checking with the Furniture Depot they advised me that the manufacturer would not replace the section but to go through my warranty. The Guardsman Warranty refused to cover the damage as they said it didn't fit the requirements... It was an expensive leather sofa and the leather peeled so how could it not cover. Absolutely don't ever get their coverage and be more selective about where you buy leather products.

Replies
Warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Guardsman, Elite furniture protection plan, to buy or to not buy? I feel it is extremely important to make possible future customers fully aware of how this company chooses to conduct its business. Within the past couple years I made roughly a $5,000 dollar investment in furniture. During the transaction with Ashley Furniture, I made the decision to protect my investment by purchasing coverage through Guardsman for about $400.

About 3 months ago, the electric motor that drives the recliner broke. I filed a claim with Guardsman to have the recliner motor serviced or replaced. The process to have a technician come to my house to evaluate the issue took almost an entire month. The technician spent less than 30 minutes at my house and made the determination that indeed the electric motor was broke. He ordered the necessary parts which would take another 6-8 weeks to arrive at my house.

Just over 8 weeks passed and still no motor arrived. I called Guardsman and discovered that the motor had been shipped to the wrong address, and that it would be another 10-14 days to have them shipped to the correct address. Once they arrived at my house, I contacted Guardsman. I was told I would have to wait another 7-10 days to have a technician contact me to schedule installation of the new motor. The technician took 11 days to contact me. The earliest availability to send a technician to my house was another 9 days away. Additionally, I was told they would call me the night prior to establish the service window for the following day.

Evidently the customer, myself in this case, has nothing better to do than to wait around the house for a technician to come at their earliest convenience. So the night prior I end up calling the technician's office around 5 pm to determine what time they would be coming to my house the next day, but I get a voicemail. About 45 minutes later I received a return call and I was told the window would be from 1-4 pm the following day. I clearly state that I am not available after 3 pm because I have to take my son to his doctor's appointment, which must be scheduled a week in advance, not the night prior.

The technician's representative tells me that the new window is 11 am – 3 pm. So the following day at 10:15am I leave my job to be at my house by 11 am to meet the technician. I arrive at my house at about 10:50 am. By 3 pm no technician, no one has bothered to call me, and now I have to leave to take my son to the doctor's office. I call the next morning and I am rather rudely told that the technician did in fact come to my house and that no one was home. He even sent a picture of the house to prove that no one was there at 3:25. 3:25? That is correct, no one was there, just as I had explained the day prior and why the service window was 11am – 3pm.

But lucky for me she can reschedule me 8 days from today. So just to recap the timeline, this has now been more than 3 months that my recliner has been broken. Not that big of a deal right? Well kind of is an issue because it is stuck in the ¾ extended position. Additionally, I had to move during this time because I am in the military and I was transferred. Ever try to move a recliner in the upright, extended position? Lots of fun to be had. So now I call Guardsman again.

After explaining my situation and being transferred to three different departments, I am essentially told I can stay with the current technician and wait another 8 days or I can change technicians which will take 10-14 days. I am tired of waiting! I explain to all Guardsman representatives that that I am not asking for someone to “hook me up” or do me a favor. I paid hundreds of dollars for this service and I, as the customer, am getting no value from their service.

I also provide what I determine to be a reasonable solution. I requested they call a technician in the area and schedule the repair to be completed immediately, within 24-48 hours. This may require Guardsman to pay the technician contractor additional pay (overtime), but at this point I felt it was a reasonable request. I was told this is not a possibility. Service repairs and customer satisfaction is the sole reason you, Guardsman, sell your protection plan, or is it?

I submit that maybe making the process so difficult and time consuming may in fact be a business strategy to deter your customers from seeking to file claims for repair, thus allowing you to take their money (earn revenue) without ever having to provide any real service (expenses) to your customers.

Replies
Advertisement
Don't Buy Guardsman Protection Plans!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- Do not buy the Guardsman Protection Plan! Dishonest, valueless company! This is from the letter I sent them: I have tried to use the protection plan on two separate occasions to have some stains removed from my sofa and loveseat. Before I go into details of why my claims were denied, I'd like to point out that today, after receiving the denial for the second claim, I called Guardsman and discovered that I should have received a protection plan from Guardsman within 14 days of my furniture being delivered. I never received this.

The information I was given was a trifold pamphlet with a phone number on it. This is the only information I was given to submit a claim. I was not aware that there was a protection plan that detailed the submission and claim process and guidelines. The pamphlet describes “Guardsman Fabric Complete Furniture Plans cover the accidental stains and damage of a life well-lived. When you need us, we'll send an expert technician to restore your fabric furniture to a look you'll love a long, long time.” And under covered stains and damage, it lists “any household stains”, which I assume covers accidental food and beverage spills.

When I found the first stains, I called the number listed on the brochure to begin the claim process. They sent in the mail a form as well as a packet of stain remover. There were no instructions given. I assumed that I was supposed to try and remove the stains myself with the solution and then submit the form if I still needed someone to help remove the stains. I was not happy about this, as I didn't pay for a plan just to have someone send me stain remover each time I wanted to submit a claim.

Finally, after thinking about the situation and being frustrated for some time, I decided to call Guardsman again and express my frustration. I was told that I didn't need to clean the stains myself and to go ahead and submit the completed form. No one told me I had 30 days from the time I originally called to send back the form. I returned the completed form, but was sent a denial due to the fact that it had been past the 30 days. I called again, expressing my frustration for not knowing the process and was told I could not resubmit my claim and there was nothing I could do.

The second time I submitted a claim, I had several stains that needed to be cleaned. Knowing the time restrictions this time and now knowing that I could submit the claim online, I quickly submitted the claims, including detailed pictures. Again, I received a denial stating that the stains were from general use and would not be covered. When calling Guardsman, I was told that I needed to address each stain individually on the claim form, at the time I noticed the stain.

Again, I was told I could not resubmit the claims correctly and there was nothing I could do. As I'm sure you would agree, with five children, sometimes stains occur and you don't immediately notice them. So I submitted in my claim several stains at once. In short, they don't give you all of the necessary instructions and guidelines to properly submit your claim and then deny it when it isn't submitted correctly.

Replies
Horrible, Waste of Money, Waste of Time
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- I reported an issue with a wooden piece pushed through the mattress inside the couch. No idea where it came from. No issues with the couch and no one had ever slept on it. Mattresses are not covered so I accepted it. A couple of weeks ago I submitted a new claim because I sat on the couch and felt a shift. The wood where the sleeperbed is attached to broke down. I took pictures and submitted everything.

Today Guardsman told me that they denied my claim because it was the same claim. It wasn't. Then she tried to say it was a frame issue back then! How do you know when you never came out? There is nothing wrong with the back of the couch. Guardsman is a joke and fraud to me. They lay it out how they want it. They did not cover the S arches on my bedroom furniture either! Do not waste your money.

Replies
Cracks in Leather Chair
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OVERLAND PARK, KANSAS -- We have had the worst experience with our Guardsman plan. We purchased the 5-yr gold service plan about 2 1/2 yrs ago for 2 matching recliners that each had an electrical mechanism (just in case the electrical might fail). We paid about $300 for this plan. The chairs are a combination of leather and vinyl.

Well, 2 1/2 yrs later the electrical parts are still great but within 6 mo of purchase the leather or vinyl material on one chair began to crack. We submitted a service request to Guardsman as soon as the situation was noticed. At that time Guardsman said the plan we purchased wasn't applicable to the problem. Thankfully the vendor stepped up and repaired, and all was well for a time, but recently some cracks appeared again in same chair and so we submitted again, after which Guardsman said we "didn't act soon enough."

Why do they offer a plan that says it covers leather and vinyl cracks if it doesn't? We thought we purchased the premiere plan that covered ALL issues. The initial phone conversation with customer service was good, but everything since (by mail or email) has been disappointing to say the least -- and of course their plan is totally disappointing. What a collosal waste of $300. We will NEVER purchase another warranty from Guardsman and we do not recommend this service plan to anyone. Buyer beware.

Replies
HORRIBLE PRODUCT AND CUSTOMER SERVICE
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I cannot be more disgusted with the way that Guardsman does business.I purchased the insurance from Haverty's for my bedroom suit.
I scratched the footboard with a laundry basket and submitted a claim on April 22. I thought that the process was cumbersome because of the requirements to compress my photos. There seemed to be other technical issues where I had to start over several times before the claim was officially submitted. But, it would be worth the time since my scratch would be fixed -- or so I thought.
The very young (and I found out that he was also very inexperienced) technician showed up and assessed the scratch in all of 3 minutes. He said that it could not be repaired and besides, there were other scratches. I do no dispute that there are other scratches but I consider those to be normal wear and tear after 2 years. The only damage that I was concerned with was the one scratch that I submitted the claim for.
However, after his "thorough" 3 minute assessment, he told me that the entire piece needed to be replaced. I thought that was overkill but since this was my first experience with Guardsman, I just assumed that this was how things must work with this company. I had a second claim a few weeks later fr some water damage on my nightstand. When the experienced and very professional technician came to fix it, I showed him my other claim and asked him if this scratch on my footboard was repairable, he replied, "Yes!
It would be very easy to repair this scratch". He went on to fix my nightstand (which I was very happy with) and I expected to hear back from Guardsman regarding my footboard. Unfortunately, several months went by with no communication. I tried calling a few times, but the very long wait times did not allow me to stay on the call.
I made the decision to stay on hold as long as it took to get some type of status. Finally after 43 minutes on hold, I spoke with someone. After I gave her my information, she transferred me to another person (6 more minutes on hold) who told me that he was the wrong person that I needed to speak with so he transferred me to another person (4 more minutes on hold) who told me that my claim was denied. I asked why I was not notified, she told me that I was sent an email on June 6th.
I have pulled up all of my emails with Guardsman and I have nothing from them on June 6th. It is interesting that I have other emails from them but nothing after May 22nd. I am not saying that she is lying, but I am saying that the message was not received. My biggest complaint is that the claim was denied by someone who has not seen my furniture.
The young and inexperienced technician who either did not know what he was doing or did not want to take the time to fix the scratch made a decision in haste. And, furthermore, the decision to deny my claim was based on either his report that there were excessive scratches (of which I have not made any claims for nor do I even need to have them repaired) or that Guardsman is derelict in their obligations to their customers in that there was no effort to even try to remedy the situation and absolutely zero attempt to make this customer happy. Well, this representative did send me to a voicemail system that I am sure will yield no results. I am assuming that this voicemail system is where representatives send unhappy customers in order to placate them and not have to deal with them.
Well, I was too disgusted to simply leave a voicemail (which I did -- but I don't expect to hear anything back), so I called back. Another 26 minutes on hold to ask to speak to someone who could possibly help me. So, she transferred me (another 4 minutes on hold) to an alleged "customer care representative". I told her my information and she towed the "party line" and informed me that my claim was denied because of "excessive scratches".
I told her how angry that made me considering that no one at Guardsman other than the inexperienced (and in my opinion - "Lazy") technician who did not seem to want to repair it and the other experienced technician who said that it was an "easy repair" had seen it. I asked her if I could get a second opinion and she said, "No, there would be no second opinion and that the claim was denied and will stay denied". Yip! That is stellar customer service!!
I felt "well-served" for by the alleged "customer care representative". I did continue to tell her what I thought of your product and that I would ensure that I invested time in calling furniture companies that peddle your lousy product and let them know about my experience with you and recommend that they look into any competitor that you have. I do apologize for allowing a word out of my mouth that I never use, but I cannot be more repulsed by your company's apparent lack of ethics and concern for customers who pay a lot of money for nothing. That is the message that I gave to Haverty's when I called them.
Thankfully, they are at least a sympathetic ear and seem willing to help me. We will see.
But, I can assure you that yours is absolutely the WORSE CUSTOMER SERVICE that I have experienced in my 50 years.I cannot emphasize that point enough nor can you expect me to have anything but negative reviews in every venue that I can access.
Reason of review: Poor customer service.
Monetary Loss: $2000.
Preferred solution: Let an experienced technician repair the scratch on my bed (he said he could do it easily).
I didn't like: Website, Product, Policies that do not protect customer.

Replies
Advertisement
Company Does Not Honor Protection Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

This company does not honor the Protection Plan we purchased from Sit and Sleep. There are no appeals. DO NOT PURCHASE ANYTHING FROM THIS COMPANY. The protection plan is a SHAM.

Replies
Do Not Be Scammed Into Purchasing!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Purchased the 5 year GOLD plan for three barstools - one barstool got stain - they could not remove so they replaced it. The new chair arrived with loose arm. The delivery person stated he would tighten it. After being used VERY seldom - the arm fell off the chair. "NOT COVERED" says Guardsman. The salesman at Havertys told us no matter what happened to the furniture it is covered for 5 years - "even if the dog chews the leg off". They state if they replace an item, the replaced item IS NOT COVERED. Loophole!!!

Replies
Top of Page | Next Page >

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
Compare Furniture Stores