Complaints

This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guardsman

  3196 Kraft Ave SE Ste 105 Grand Rapids, MI 49512-2079

  
• 

  Guardsman Furniture Master Finishing

  1931 Spreading Bough Ln Richmond, TX 77406-1881

• 

  Guardsman Furniture Pro

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
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  Guardsman Furniture Pro

  4157 Point White Dr NE Bainbridge Island, WA 98110-4051

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  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a grey living room sofa with chaise & club chair with ottomon on 12/22/22, from Jarons Furniture Store in ********* **. I also purchased the ******* Complete Protection Plan from Guarsdman. We have had many problems with this furniture set, in whiceh I contacted Guardsman. The major concern was the *************** lounge. We had a many visitors sit on both of them & the **************** collapsed. I contacted Guardian many times approximately for a few years regarding this, they always say it is not covered.

  

  Business Response

  Date: 04/16/2025

  Our records show that we have two claims that have been processed for you.  The first was for cushion resiliency, cushions collapsing. This is something that is specifically listed under the "What is not Covered section of the protection plan.  In addition, this was not reported within the required 30-day timeframe as outlined in the protection plan.  The second claim was for fraying of the fabric which is also listed under the "What is not Covered" section of the protection plan.  The photos sent with this claim show snags/pulls which are listed in the same area of the "What is not Covered section of the protection plan.  We did have a third claim for the ottoman on May of 2024 in which we requested a sales receipt that we have still not received.  We received a blank email and we responded and advised there was nothing attached to the email and asked that the email be resent with the sales receipt attached but we never received the sales receipt. At this time the ottoman would no longer be eligible for service.  The terms of the protection plan state that we must receive the sales receipt within 30-days of when you first report any damage to the furniture and the damage to the ottoman was reported almost a year ago.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23193848
  
  I am rejecting this response because: I provided the receipt multiple times.  I have been complaining for years regarding this furniture.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from **************** in May 2023 and I purchased the Guardsman 5 year protection plan. After submitting a claim, Guardsman will give me ZERO information on when I will possibly hear back from them. Specifically, they would not answer if I could hear in 2 weeks or 1 year. After purchasing a service agreement for a repair or a replacement, I'm expected to sit with a torn couch for possibly indefinitely??! Name one other agreement or purchase that functions like this.

  

  Business Response

  Date: 04/15/2025

  According to our records we have not yet received a claim form from you. Unfortunately, we are unable to provide a timeframe for when a claim that we have not received yet would be processed.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely disappointed- scam warranty My boyfriend and I purchased a couch a year and a half ago, specifically because it came with a warranty that was supposed to cover accidental damageimportant for us since we have pets. Weve been incredibly careful, using covers and taking all possible steps to prevent damage.Recently, while we were out of town, our cat unfortunately scratched and urinated on the couch. Both of these issues are clearly stated as covered under the protection plan we paid for. However, our claim was denied with the excuse that the damage was excessive and preventable, which is absurd and goes against what we were sold.This warranty is a complete scam. The company misrepresents what their coverage includes, then refuses valid claims when it matters most. I would never recommend them to anyone and will avoid purchasing anything in the future from any retailer partnered with this warranty provider.

  

  Business Response

  Date: 04/15/2025

  We are not finding a claim in our system with the information provided.  Please provide the claim number or the service agreement number for the claim.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $500 for warranty on $6000 worth of furniture from *************************** ** My chairs recline mechanism stopped working and its under warranty. I have called several times to guardsman warranty and zero help. I cant even understand them on the phone as they are in another country. No return email. No return call.

  

  Business Response

  Date: 04/08/2025

  We do apologize that you had difficulty understanding the customer service agents.  Our records show that we received your claim on 4/1/2025 and the claim was processed on 4/3/2025. The work order was sent to a technician and they have confirmed the work order. If you haven't heard from them you should hear from them in the next day or 2. If you would like to reach out to the technician directly the phone number for the technicians office is ************.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  a warranty was purchased with the promise of repair regardless. The company has denied 2 separate repair requests advising that the damage was a one time event but could have been prevented. i called and asked for an explanation based off of factual evidence that the damage was preventable other than an opinion. that if thats the case then any damage could be preventable and they would never have to service any claims. i also asked for a copy of the alleged exclusion in writing as it was not on my paperwork and was told i would not be sent any additional information.

  

  Business Response

  Date: 04/08/2025

  The first claim we received was for fading/discoloration which is not covered under the plan. this is listed under the "What is not Covered" section of the plan in section 7.5.  This claim was also denied for not meeting the 30-day timeframe to report any stain or damage to the furniture as stated on the front page of the protection plan as well as in the section titled "How to file a Claim" For the second claim the protection plan provides coverage for a single incident of pet damage, however, does exclude extensive damage under section 9.9 of the protection plan.  the photos received show extensive scratches and also the scratches are on 3 seat cushions and 3 back cushions which is not representative of a single incident. We are unable to service this request.  

  We do show that you requested a copy of your protection plan and we advised that we would mail you a copy of your plan. The protection plan was mailed to you today 4/8/2025.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23154971
  
  I am rejecting this response, the implication that the damage is not a one time event is subjective. You have no proof that is the case other than opinion. If the scratches showed discoloration among themselves that would make sense that it was multiple events but they are of the same event and coloring. The Labrador that caused the damage has since been rehomed. There is nothing further to prove or disprove your aligations. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number: ******** Dear *** *********,Thank you for submitting your claim to Guardsman. We have carefully reviewed the information that you provided and compared that information to the coverages and exclusions of your Guardsman Protection Plan. The information below provides a description of each item for which you filed a claim, along with an explanation for each item. Based upon the information that you provided, your claim is not eligible for service for the reason(s) below:Sofa/Couch - Fading/Discolored - The stain or damage that you reported has not been considered for coverage because the required timeframe for reporting the stain or damage was not met. This is indicated under the section of your protection plan titled "Requirements for ******************** In some protection plans, this requirement can be found in section 2.Sofa/Couch - Fading/Discolored - The damage you reported is not covered by your protection plan. Please refer to the section of your plan titled "What is Covered." In some protection plans, this can be found in section 6.We encourage you to refer to your protection plan for complete information about coverage, exclusions, service procedures, and the length of coverage. If you feel this is an error, please reach out to us at **************.Thank you for choosing Guardsman.Sincerely,Guardsman *********************** From: No-Reply ***************************** Sent: Tuesday, February 18, 2025 11:23 AM To: Guardsman Products <***********************************************************************************>Subject: Guardsman: New submission from Submit a General Inquiry Message* My wife and I bought a couch at ********* about 3.5 years ago and we are seeing areas of wear and leather starting to crack and look bad. My wife sent in a claim a couple of months ago and we have not heard anything back. Would you please let us know what we need to do to get this corrected.I requested a refund since they will not honor the protection plan. They refused.

  

  Business Response

  Date: 04/03/2025

  We received a claim on 2/18/2025 reporting fading/discoloration from normal wear on a sofa. The photos received with the claim show fading/discoloration.  As the email that was sent to you, which you included with this complaint, states, this is not something that is covered under the protection plan. This is listed under the "What is not Covered" section of the protection plan section 7.5.3.

  After review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman.  For terms and conditions, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency.    

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an outdoor furniture set from Bed Bath and Beyond in 2023 with a five year protection plan from Guardsman as part of the purchase. The furniture set has since started to fall apart. All the cushions have lost their color, seams are ripped apart with stuffing exposed, the wicker is coming apart on the furniture and the fireplace starter doesn't work. All of this has been reported to Guardsman and while they acknowledge receipt of the complaint they have totally ignored us and done nothing to fix/repair the furniture. Bed Bath and Beyond has pointed us to Guardsman and refuses to help also. We paid thousands of dollars for the furniture and an additional couple hundred of dollars for this plan. And it was a total waste.

  

  Business Response

  Date: 03/21/2025

  Our records show that we have spoken with you regarding your claim and have advised that your claim has been received.  Claims are processed in the order received and you will be contacted once the claim has been processed. Due to an unusually high volume of claims the are currently taking longer than normal to process. We do anticipate your claim should be processed sometime within the next 5 days. We do apologize for the delay.

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture in April 2023 from Homemakers Furniture in *********, ****. Upon purchase I was offered a furniture protection plan for $70 to cover the sectional I had purchased. My total purchase was $928.75 including the sectional the insurance plan is supposed to be covering. I went ahead and purchased it. On June of 2024 I made my first claim for some stains and to this day I have not heard back from the company. Its been almost a year and no reply. On February of 2025 I made my second claim. The furniture is starting to dethread and come apart. The zippers on the cushions have come off as well. I have contacted Guardsman on several occasions for the last 3 weeks trying to get an answer on my claim. No one is ever able to help. Representatives try to escalate my calls to get a supervisor to call back and no one ever does. The **** that I do get on the line state that they dont handle claims and the department that does, does not take calls. Ive been given the run around for a year almost and nothing is being resolved by them.

  

  Business Response

  Date: 03/20/2025

  Our records show that we received a claim on 6/12/2024 and on 6/14/2024 2 emails were sent to you,  One requesting photos and one requesting a sales receipt. We show that we spoke with you on 8/21/2024 and advised that the department you needed to speak with was closed and offered to provide their phone number and you advised that you would just call back the next day. We did not hear from you again until 2-27-2025 and again you were offered the phone number for the department you needed to speak with but you refused to take that number. We received calls on 3-5-2025 and 3-19-2025 and unfortunately the department you need to speak with is closed for phone calls on Wednesdays. We will forward the sales receipt you attached to the appropriate department, however they do still need the photos that were requested. Please see the email below.

   

  From: Guardsman NMI Follow Up 
  Sent: Friday, June 14, 2024 6:16 AM
  To: *********************************
  Subject: Service Request Number: 12434965
  
  Service Request Number: 12434965
  DEAR *****,
  We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents.
  Please upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area to our website as described below.
  1.Go to ****************************** 
  ******* on Consumers at the top of the page.
  ******* on Submit a claim
  ******* on add photos
  5.Enter your last name, zip code, and phone number or service agreement number
  ******* on add photos
  7.Upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area.
  "Stains on upholstered furniture: Along with the overall photo, take a clear photo of each stained cushion, so the entire cushion is visible from edge to edge.
  Tabletops: Looking down at the tabletop (cleared of all personal items), take a clear photo of the entire top. This can be broken into two photos if the top is too large.
  8-If you are unable to upload the photos to the website, you can reply to this email and attach the photos. Please be sure to send the photos as an attachment and not in the body of the email.
  If you have any questions or would prefer to give your answers verbally, call ************** Monday-Tuesday and Thursday-Friday between the hours of 8:30-5PM Eastern Time. Be sure to respond via either email or phone within 15 days, or your claim will be closed and ineligible for processing.
  Thank you for choosing Guardsman.
  Sincerely,
  Guardsman Service Center

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23085970
  
  I am rejecting this response because: as per the representatives I speak to every time I call everything has been received. I have uploaded the sales receipt a long with all the pictures of the furniture pieces in my claim. I am not trying to resolve the claim made in June of 2023. I am expecting to resolve the recent claim of February 2025. Every time I call to speak to someone I am told that there is no other department to contact as my claim has been received but is not being processed due to an unusually high number of claims.  I ask time and time again to speak to a supervisor but no one is ever available. Escalation of my calls is offered which should prompt a supervisor to call me but that has yet to happen. I was offered a phone number to a different department with very specific hours but that was for the June claim, which I gave up on. The email mentioned went to spam and I did not see it until today when I entered the senders email into my search bar. I apologize for that as it was lost in my junk/spam. As for that claim, the last I was told is that a cleaning kit would be sent to me and that was never received either. All I am asking, as a consumer is that you guide me in the right way and help me resolve my February claim as soon as possible. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/03/2025

  Our records show that the sales receipt and photos were received and an email was sent on 3/31/2025.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a claim with the extended warranty protection. A week passed and I did not hear anything.I called and after many attempts I finally got someone. I was finally told it could take a month to process the claim.A month to process the claim is insane. That doesn't take into account the repair itself. Do not bother giving this company your money.

  Customer Answer

  Date: 03/19/2025

  3/19/25-Heard back from them and have a denied claim.  I am trying to find out right now why the claim was denied.

  

  Business Response

  Date: 03/20/2025

  Our records show that the claim was submitted on 3-10-2025 and processed on 3-19-2025 and that we spoke with you regarding the claim today 3-20-2025.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23083794
  
  I am rejecting this response because: My big complaint is with being able to reach people at this company.  They rejected my claim on the 19th, but had to wait another day to find out why, because they didn't say the exact reason in the rejection.  Department to call is only available for a call between 8:30-2:00 on Monday, Tuesday, Thursday and Friday.  And it seems the only way to get in touch with them is via the phone.  So while they did finally process my claim, the company themselves are almost nearly impossible to get a hold of.  They need to work on getting better communication options in place.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/31/2025

  We are sorry that you had difficulties contacting the department you needed to speak with. We will forward your concerns to the appropriate parties.

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a ticket to fix our under warranty loveseat. They sent a repairman to evaluate the loveseat, he said he was going to order the part and get back to us when it arrived. Repairman never contacted us about the replacement parts. Upon contacting Guardsman they informed me the repairman closed the order due to being fix. He never came by to fix our love seat. I explained this to Guardsman representatives several times & even refiled my claim per their request. I explained how our loveseat was never fixed & no one ever showed up with replacement parts to fix it. Ive left messages to call me back. Ive heard nothing from guardsman.

  

  Business Response

  Date: 03/19/2025

  Our records show that when the technician serviced the loveseat on 8/20/2024 the loveseat was working when the technician left the home and the technician submitted a successful report. Guardsman was not contacted again until 11/18/2024. The terms of the protection plan state that if the technicians service does not repair the damage you must notify Guardsman within 30 days of when the technician serviced your claim. An email was sent on 12/6/2024 advising the new claim that was submitted on 11/18/2024 was not accepted for service due to that 30-day timeframe not being met. We are unable to service this request.