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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.

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Worthless Lying Protection
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

USA -- Sofa wear is uneven and unsightly and because they tricked me into saying it has been there more than 5 days they denied my claim and stated that it wasn't reported within the time frame. This company is a total sham. NEVER buy the protection plan.

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An Absolute Waste of $1000 for a Worthless Insurance Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Ethan ** strongly suggested we protect our investment by purchasing this service agreement for $1000. After 3 years we submitted a claim for finish damage to a nightstand. The claim was denied as not being covered by the plan. Save your money and spend it on a repair yourself.

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Protection Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- Bought a protection plan for my furniture but since I did not send the claim form in within 30 days of the occurrence they denied my claim. If I did business like this I would be out of business. Don't waste your money!!!

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Damaged Dresser
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BONITA SPRINGS, FLORIDA -- The tech I pre-paid for not only didn't fix the areas I needed to be fixed, he made them worse and admitted it! He took pics for the claims department, said we would get a new dresser or someone would come and re-sand and stain it. "Management" hasn't gotten back to us even though it's been 3 months and several emails! Just awful!!

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Replace an Area Rug
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PALM BEACH GARDENS, FLORIDA -- DO NOT WASTE YOUR MONEY. I put a claim in on an area rug on damage that was done February 10, 2019. It took one month for someone to see the damage and to date June 12, 2019, they said they were sending a replacement May 1st and still no replacement. When I call them they kept me on hold for 1 hour. It's a JOKE.

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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!!!

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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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Guardsman Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 161 ratings and
187 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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