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???
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!!!
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.
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!!
FREDERICKSBURG, VIRGINIA -- I don't know why I had purchased this warranty a second time. 11 years ago we purchased over $20,000 of furniture from a high-line furniture store. When I made a claim within 6 months because of chipping the corner of an entry table - wasn't covered. When there was a stain that we could not remove from the dining chair - wasn't covered because we didn't report it within 2 weeks of the occurrence.
Fast forward to 4 years ago. We purchased from Bassett Furniture a leather sofa, ottoman and recliner, as well as an accent chair. Over $6,500 dollars. The sales person said that with leather "we really should get the warranty because it will cover a hole if your grandchildren poke a hole in by accident with a toy" and she also listed all kinds of scenarios that we could identify with. Well, the first thing that broke were the clips that held the cushions to the couch, second it was the fabric on the BACK of the upper cushions separating from the leather at the seams, then it was foam collapsing in the cushions, and the sofa squeaks when you sit on it.
We sent pictures and even measured the frame on the sofa was bowing. It actually dipped 1/3 of an inch in the middle. They denied everything but would send a Guardsman representative to look at the sofa frame. The man was really nice, said that the length of the sofa really should have additional support, he would order 2 extra matching feet, it will take about 2 weeks and that will take care of the squeaking. Today (approximately 2 weeks since the man was here) I received an email that the bowed from is not covered either. How can a reputable furniture store even dare to sell this non-existent coverage?! It was $400 for absolutely nothing.
I am wondering why I would think that furniture should last. From now on I am going to buy furniture and think of it as disposable just like our appliances have become. My son had the same problem but in less than 6 months after delivery the seams were coming apart. That was considered normal wear and tear... after 6 months with no children. If you are ever offered a warranty on ANYTHING - decline it. Nothing is ever covered regardless of the product.
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, MICHIGAN -- The salesman at the furniture store tells you that it will cover everything. Totally not true. In fact I'm not sure if it covers anything. Our couch was sagging after two years and I filed a claim to try to get someone to come out to fix it and they came up with all kinds of excuses why they couldn't and wouldn't cover it.
I gave up and then read through the contract and noticed the frame and springs should be covered so I tried to file a different claim which they denied and came up with all kinds of excuses since it was like the first issue which they wouldn't fix either. They don't want to fix anything. Save the money towards your next furniture purchase. And don't buy Klaussner furniture either... total garbage.
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?
Just adding another one star review on this horrible company. When we bought our furniture and Guardsman was offered we specifically asked about pet damage. We were told that absolutely they cover that. As it turns out they cover very little of what was expected or promised. Sadly, we were scammed again by another lowlife company.
MILWAUKEE, WISCONSIN -- First they are trying to say when I wrote the year it happened that I wrote 2016 instead of 2018. Wow 6 and 8 may be similar but I know I wrote 2018. So they say that's it. No to your claim. Wow I paid for this and this is what I get. Then not only this but hold time was 45 minutes.