Guardsman Consumer Reviews - Page 3

I contacted Guardsman in the summer with a claim. My kids had spilled a drink and the color completely was removed from the leather sofas. This is the second time this had happened. The first time they sent someone out and the woman did an amazing job. This time however, the first person I talked to told me to just send pictures and the claim since they had my invoices on file. I complied. A week and a half later some guy left me a voicemail letting me know they could not dispatch my claim until I sent the invoice. He then said he had no idea why the girl told me they had it on file, because they didn't.

Fast forward several months and I finally find the original receipt. Excited to get this addressed I called Guardsman again - the woman said she had no idea what I was talking about because she was looking at my invoice in her system. She transferred me to my claims representative - I left a voicemail. She left a voicemail back stating it was not covered because cracking and peeling of the leather is not covered. I called back and they said the same thing. When I explained that this type of thing was handled a previous time and it was the same thing, the guy starts telling me "look I can submit it again, but there is no way you are going to get this covered. It isn't in the plan."

I argued stains and damage from them are covered. He said they aren't and back and forth we went. I think the plan price is a percentage of what you paid. We purchased high-end furniture and the plan for me was not cheap (upward of $500), but worth it considering I have two little kids. :) This time around they were just plain HORRIBLE. Save your money and buy some furniture covered. :) It saves you from feeling completely ripped off. NEVER AGAIN WILL I BUY GUARDSMAN!!!

GRAND RAPIDS, MICHIGAN -- They denied claim because they say paper work was not submitted in a timely fashion. So they say they have no obligation to stand up to their warranty. Purchased Guardsman warranty from Gardner-White Furniture on 5/19/09. The framework in the chairs I purchased on 5/19/2009 began to break and crack. I called Gardner-White and the said to contact Guardsman Service Center. I contacted service center on 9/23/13 in which they promptly sent me a email to file claim. The email text body said you have two methods to complete form, electronically or by mail. The suggest in bold to complete electronically for fastest service.

I completed and returned form to their exact specification on 10/28/13 to exact specification. I heard nothing from them so I emails on 10/25/13 and never received return response. I called and spoke to representative and he informed me that a hard copy has to be mailed and submitted with electronic claim. The representative then sent me email a new set of forms on 12/23/13. I completed the forms on 12/25/13 and mailed to the Guardsman address in Grand Rapids Michigan. I received an email on 1/14/14 stating that they received my claim.

I received a call today from Montgomery stating that they would not be honoring warranty because it was not submitted in a timely fashion. When I asked to talk to a supervisor I talked to ** who also said claims were not submitted in a timely fashion and they would not honor their warranty. I said I had saved all emails documenting communication. She told me that did not matter because they did not have any record of them. No I am stuck with a warranty I paid for and a company that won't honor it. As a result I have 6 chairs that have broken frame work and are not usable.

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.

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 -- A little over a year ago I purchased several items from a reputable Maryland furniture store. On their recommendation I purchased a protection plan for the three couches, chair and two tables. At the time I considered the protection plan as a critical component to preserve my investment in new furniture.

One item was delivered damaged and was immediately repaired by the store; however, a second item wasn't repaired due to the technician bringing the wrong fabric. Due to the elapse in time in scheduling a second visit I was told by the furniture store to utilize my protection plan.

First, the automated request tool is cumbersome and time consuming. It is simply not user friendly. It is also odd that one of the final steps in the process is the requirement to document your proof of purchase. The protection plan is really an agreement between the furniture store, the purchaser, and Guardsman and yet the burden of proof falls solely on you as the purchaser. There isn't an electronic transfer of the purchase agreement from the furniture store to Guardsman and if by chance you have lost your purchase agreement, you run the risk of being denied service.

Second, read every sentence in your agreement. I did not and the company stuck it to me hard. Over a period of 3 months my couch had a separation in a back cushion seam and a spring in a seat cushion came undone. Because neither was particularly troublesome I submitted a consolidated repair request more than a month after the damage occurred. That delay was enough for Guardsman to deny my claim immediately without any recourse or dialogue on options.

The young lady I was dealing with was rude, combative and offered no further assistance beyond the fact that they were refusing me service due to my failure to explicitly follow the guidelines for reporting damages. In my mind the situation wasn't critical and I reported it when I reasonably had spare time in my busy schedule.

Again, I paid for a service that I reasonably expected to have in emergencies to protect and preserve a sizable investment in new furniture. What I got was absolutely nothing except a frustrating electronic claims process followed by an absolutely horrible customer service experience.

In the end a total waste of money and time which is odd, given that in this day and age of intense competition for service-based companies, Guardsman chose to stick it to the customer outright. It was almost as if Guardsman was a one-and-done type company. I will certainly not use or recommend Guardsman to anyone.

GRAND RAPIDS, MICHIGAN -- After leather peeling appeared on our couch, I called Guardsman to get it repaired under their 5 year service protection plan. The plan was sold to us as complete coverage protection for any problems that we may have with the leather on our love seat and sectional couch.

The process for reporting the claim was cumbersome and involved an initial phone call to their customer service department, they then sent me a link to an online claim form. The form required original receipts, copies of the service agreement, personal information and 2 separate photos that had to be uploaded for each location on the couch where there was damage. The photo upload was not user friendly and had to precisely meet their size and format criteria or they were repeatedly rejected. This form then needed to be printed and mailed to their customer service location.

A couple of weeks later I received an e-mail telling me that my service request had been received, and I would be contacted to set up a service appointment. Two weeks after that, I had to call Guardsman Customer Service to see why I hadn't received a call to set up the appointment. I waited on hold to talk to a representative for a half-hour. After they looked up my claim information, they transferred me to another department, that informed me that my claim was denied because the damage I had reported was not covered.

When I purchased this plan, I was told any damage to the leather would be covered, but now they say it was all clearly laid out in the protection plan agreement that was mailed to me on June 30th. However, I purchased the plan on June 7th and was never told that there were exclusions to the coverage. Do not buy this protection plan, because in my opinion, it is not an authentic product that actually delivers the service you are promised at the time of purchase!!! This info was copied from previous complaints that was "IDENTICAL" to our problem and denial!

ILLINOIS -- After a discoloration appeared on our couch, I called Guardsman to get it repaired under their 5 year service protection plan. The plan was sold to us as complete coverage protection for any problems that we may have with the leather on our sectional couch.

The process for reporting the claim was cumbersome and involved an initial phone call to their customer service department, they then sent me a link to an online claim form. The form required original receipts, copies of the service agreement, personal information and 2 separate photos that had to be uploaded for each location on the couch where there was damage. The photo upload was not user friendly and had to precisely meet their size and format criteria or they were repeatedly rejected. This form then needed to be printed and mailed to their customer service location.

A couple of weeks later I received an e-mail telling me that my service request had been received, and I would be contacted to set up a service appointment. Two weeks after that, I had to call Guardsman Customer Service to see why I hadn't received a call to set up the appointment. I waited on hold to talk to a representative for a half-hour. After they looked up my claim information, they transferred me to another department, that informed me that my claim was denied because the damage I had reported was not covered.

When I purchased this plan, I was told any damage to the leather would be covered, but now they say it was all clearly laid out in the protection plan agreement that was mailed to me on June 30th. However, I purchased the plan on June 7th and was never told that there were exclusions to the coverage. Do not buy this protection plan, because in my opinion, it is not an authentic product that actually delivers the service you are promised at the time of purchase!!!

GRAND RAPIDS, MICHIGAN -- This company is a fraud and according to my La-Z-Boy dealer who sold me the furniture and the warranty, declines most if not all claims. I purchased a $1300 leather chair from La-Z-Boy and bought the 5-year extended warranty provided by Guardsman. The leather on the chair headrest tore after four and a half years.

I reported it to Guardsman and they acknowledged the warranty. They took over a month to look at the claim and then sent me an email declining the claim without explanation. Also, you cannot reply to their emails and you can only send them an email of a maximum 300 words. This is clearly their business plan and constitutes fraud and misrepresentation in my opinion against consumers. I will be taking legal action and reporting them to the Federal Trade Commission and appropriate consumer affairs offices where I live as well as in their home state of Michigan. I urge all of their other unfortunate customers to do the same.

BAY SHORE, NEW YORK -- I purchased my leather furniture from Guardsman about 4 years ago. I paid $300 for it. Recently the sofa and loveseat began to become worn out from the side a little bit. I called Guardsman regarding the problems. They have a whole lengthy form that you have to fill out and also all the pictures you have to take with a ruler and everything. I did everything they asked for.

I just got an email today saying that my claim was denied. When I called them you get the most rude people on the phone apart from being on hold for more than 15 minutes. They just told me I was denied that the damaged on the couches was not cover. I told them "So what am I cover for then." Then I asked for my money back and they told me that was impossible.

So I just gave this thieves $300 of my hard earn money for nothing at all. What a ripoff and their customer service is trash. They just hang up the phone on you. Since they already have your money they don't need you anymore. What a POS company.