ComplaintsforGardner White Furniture Company

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a recliner loveseat and sofa from Gardner White Funiture Store ************, ******** in May 2020 it was delivered mid to late August 2020. The set is not 2 years old, and it has starting to unravel in the seam leaving a hole. I called Gardner White ******, ******** and was told I did not purchase an extended warranty and that there was nothing they could do I asked to speak to a higher-level manager the customer service at ****** store sent me to ********************* store I spoke to a customer service person there as well and was told I had not purchased an extended warranty and there was nothing they could do even though my set is not two years old. I asked to speak to a high-level manager a man returned to the phone and said the same thing regarding the extended warranty. The manager said if I wanted Gardner White to service my sofa it would be $70 the first half hour and $35 for the next half hour. l asked about a manufacture warranty I was not given that information. **************** never tried to reason with me or give me other option they only want more money from there customer it clearly seems that the sofa had a defect because no way the recliner sofa should be unraveling with only two adults in the home. The furniture is in good condition, and it has not been neglected I really feel it's a manufacture defect they never offered to come out to see if that was possible.

  

  Business response

  01/26/2022

  Good afternoon

  Factory warranties do not exceed 1yr, within that year physical inspection and repairs are covered; anything outside of the that timeframe guest would have to pay for services. If ************* chose not to purchase an extended warranty at the point of sale, regretfully there is nothing that can be offered. 

  Note: I am unable to access a purchase history with the information provided in this complaint. 

   

  Kind regards 

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional sofa around 11/8/2021 and was advised of world arrive in January but could come sooner never later. So the salesperson stated we could get the sofa which was in stock and wait for the other pieces to come. January we were told it will come in March. A week later told May 2022. Called and spoke with customer service who have is 3 options since we have been waiting so long and now it will be 6 months + to either get a refund, look for something in stock and advise our salesperson to have the sofa picked up since it's not our fault the item is on back order or wait for the shipment. Now the salesperson stated there's nothing they can do because the policy is 7 days for restock. They never told us the dates could continue to get pushed out. I went to another Gardner white and was told 160+ people are waiting and at numbet 109 and it's still no guarantee that we will be in the next shipment in May so the best option was to find something in stock. This is very unacceptable. If this salesperson went this far ours should have done the same and that would have put us in a better position in waiting or selecting something else. It's a scam to get you locked in on paying for something you don't have. We just purchased the house at the end of Oct and wanted new furniture. Now I'm stuck with a piece that I don't need of i get something else in a set in stock.

  

  Business response

  01/26/2022

  Good afternoon, 

   

  There would be no fees if ************** chose to come in and reselect to a stocked set, there would need to be a inspection of the condition of the item delivered 11/9/21. There are no refunds that can be offered after 7 days. 

   

  Kind regards 

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new kitchen set from Gardner White Furniture and it was delivered late June 2021. In August one of the stools broke. I called in and made a Service order. The gentleman came out on 9/ 9/2021, to my home and showed me where my stool was never constructed properly from the Manufacturer. He then told me he had to order the parts to repair the stool and the parts should be in, in **** weeks. After ******************************************* I decided to follow up on my service order on 12/28. The young lady at that time said the parts should be in in 2 weeks. On January 15, still no parts arrived to my house so I followed up again! The gentleman I spoke with at that time told me oh they said another 2 weeks! By now as you can imagine Im angry! At this point I decided to escalate my issue to management. I then spoke to the manager at the store *****. I explained to her my issue she showed no remorse, she gave no apologies. She told me the parts wont be in until February. I asked her on 1/14/2022 since Ive been waiting so long can she get me another stool from the warehouse? She said she would follow up with me on 1/17/22, with a delivery date for my new stool from the warehouse. After not hearing from her all week I followed up with her today now her story has completely changed. Today the set is out of stock and no more will be in stock until the end of February. Im constantly getting the run around. The dates keep changing. At this point I dont know if Ill ever get a new stooI. I purchased the set because I have a family of 4. Now when we sit down to eat theres one person without a seat which is an inconvenience. I was only able to enjoy and adequately use my new kitchen set for 2 months before it broke. Now Ive been without my stool for 16 weeks and Im still getting the run around with no definitive date.

  

  Business response

  01/26/2022

  Good afternoon, 

   

  Regretfully Gardner-White has not control over the shipping delays, and wait right alongside **************. Stock has not arrived and a delivery date has been set for 1/27/22. Ms is aware. 

   

  Kind regards 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a mattress during black Friday sale ****** Beauty rest for 1049$, I was offered in store TV option or box spring or gift cared, I did accepted box spring with the mattress, after 2 weeks I started getting back pain and increased back pain in following 2 weeks and I did went to the store regarding exchange, I was told by the sales man that since I did not buy mattress protector I cant able to change to different brand or other option and was told that service technician will come out check the mattress for any defect, service technician ( *********************** ) came out and checked the mattress 2 days ago and told me that its a defective mattress and looks like its been used for 10 years thats how the new mattress looks like and advised me to call ************ after **************************************************************************** 2 weeks, I called the above number on 1/14/2022 around 9:15AM and I was told that I can not able to switch brand or any other kind of mattress since I did not buy mattress protector so they can only replace same brand what I have now, I really hesitated to have the same brand and model due to my back pain which been aggravated during this process of replacing, store person did not even concern about my back issue , I even offered that I will buy mattress protector with the new one to be replaced this time so if I get back back pain I can buy different brand but I was told that I cant " it does not work that way" was exact words given by the store. Please help me to resolve this issue I am willing to pay more to get a better mattress so I can get a restful sleep with out back pain which wont affect my work performance.Being a Physical therapist I know how mattress create back and neck pain and complications due to the bad mattress.

  

  Business response

  01/23/2022

  Good afternoon
  Regarding warranty replacements, the guest needs to stay within the factory brand not model. Example Serta for Serta. 

   

  Guest currently has a pending exchange, written on 1/10/22

   

  Kind regards 

• Initial Complaint

  01/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent this to Gardner-White ************, and they still haven't responded back.... I ordered a dining set for $899 in store November 2021. I was told by my sales rep ***************************** that all 4 chairs would come 12/2/21 and only the table is on back order until mid-*** (is what my order form says as well). Only 2 chairs came. I wanted to make sure 3 more chairs are coming because 1 of the 2 chairs that did arrive is cut and extremely wobbly. I emailed pictures with the email I sent to **** on 12/2. I have yet to receive a reply from ****. So, I emailed the customer service ***** and got an email back confirming my mid-*** delivery for my back order and to replace the cut chair. Now I'm receiving this email saying my expected arrival date has been changed twice (I didn't get an email notifying me about the estimated February date change). March 6, 2022, is unacceptable. My husband and I really want this dining set, but anything after mid-******* is too long to go without. Is there any way I can get a discount for the major inconvenience? Maybe through in a couple of free accent chairs, sofa table or something? Or a complete refund? I'm willing to replace it with something you have in stock. But the only reply I have gotten since then is an automated apology to my comment on their site blaming the manufacturer.

  

  Business response

  01/23/2022

  Good afternoon, 

  ETA delays as unfortunate as they are, is something that we have no control over, delays can be extended without notice and if they are Gardner-White will provide the update. 

  Gardner-White does not compensate or discount furniture due to delays with products as this is not something that Gardner-White controls. 

   

  We can offer to set the guest up for a service inspection to view the current condition of the goods that were delivered, once we verify that the merchandise is in good condition we can allow the guest to come in  to reselect something of equal value that is stocked and ready for delivery. 

   

  Kind regards 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a purchase in August. Part my order was a tv. I was told that a voucher would be sent went all furniture was delivered. Bexause of covid everything was back ordered didn't receive entire order for 4 months. Voucher was sent not from outside company before all furniture was delivered and now voucher is expired. Have contacted both companies and neither will resolve it. Also when i applied for credit they did not explain that it was furniture rental agreement not a loan. Ran my credit multiple times. I only gave permission for them to run thru 1 company

  

  Business response

  01/19/2022

  Good afternoon

  The reward ***** has submitted the voucher to ************** a few different times. If the voucher expired it will be reinstated and submitted to *******************************.  ************** needs to allow 72 hours the email will come Simple Market. 

  Kind regards

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Tempur-Pedic mattress which came with a free base on 11/26/21. Elected to pay $300 for the upgrade to a Serta adjustable base. Upon delivery, I discovered that the base delivered was not a Serta Brand and the word or logomark "Serta" was not on any label, remote, etc. In fact, the label attached to the base has another brand on it all together. At the store, in the showroom, there are many, many adjustable bases on display that have both the word "Serta" on the tag attached to the underside of the base and the Serta logo is present on the remote. My receipt says Serta on it. The model listed on my receipt is not present on the Serta website.

  

  Business response

  01/23/2022

  Good afternoon

  Please be advised that Serta supplied the adjustable base but does not manufacture the adjustable base, there is another company that builds them. 

  Serta's name would not reflect on the base nor the remote.

  Please see notes that are listed on Gardner-White's website, the guest can access by typing in Simplicity, which is listed on his invoice. 

   

  Kind regards

  Model Number: SIMPLICITY6/6ADJB
  Simplicity is a high-value, feature-focused adjustable base from ******* & ***** Consumer Products. It is a zero clearance base that pairs well with solid surface platforms and features head and foot articulation so the user can find the exact comfort position that suits them best. Simplicity also includes a dual massage wave feature and wireless, glass-top 18-button remote with memory positions.
  Feautures
  Head and foot articulation Zero clearance foundation compatible with most platform beds Foundation with 2 profile Capacitive-touch wireless remote 850-lb. weight capacity Height-adjustable legs Reprogrammable anti-snore, zero gravity, and one customizable position Remote flashlight and under-bed light One-touch flat button Dual USB ports (Type A and C) Dual massage with wave technology ********* power-down Safety lock Sync cable included for split sizes
  Brand Serta
  Mattress Type Adjustable
  Size King

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Financed a furniture set on 09/24/21 it arrived no later than the 30th of Sept. Before my 1st payment was made a service technician was called out because the furniture began squeaking. He tighten some screws up under the loveseat. Another two weeks it began to squeak so, a second technician came out to look. I wasn't home at the time he said, he didn't notice anything abnormal but the usual noise a manual recliner makes. Still not satisfied furniture still squeaking. A third tech comes out and says this noise is normal. I'm trying to explain and show him the noise and sounds I here. And he just set in the recliner got up said its normal and left. I was not happy with the service. I called Gardner White while in the Gardner White store in ******* mi and the representative told me they'll send out a tech for the fourth time to make a final decision. And her supervisor told her I had seven days to had returned the furniture and Another tech was not coming out. It's nothing else they can do. I haven't even made my second payment on this furniture and the quality and service is just poor. Never experienced nothing like this at all.

  

  Business response

  03/10/2022

  Good morning, 

  ****************** has on her merchandise a 1yr warranty for factory defects. When a technician is sent out, they are looking for fault in the workmanship, if they find defects they repair them on the spot or in some cases parts may need to ordered to complete the repair. 

  All service inspections do not result in repairs being made, if it's found that the item is functioning at factory standards.Please see service notes 

  Kind regards 

  10/29/21

  reclining loveseat: Driver Return Note: Tightened loose Clip-on Mech brackets to RSF Back.

  11/19/21

  reclining loveseat:Driver Return Note: inspected both mechs and frame. nobdefecrs. didn't see or hear anything out if the ordinary. explained to guest motion furniture will have noises from moving parts as they breaknin. also reconnected LSF hinge at top on console lid where three screws were pulled 

  12/4/21

  reclining loveseat:Driver Return Note: Inspected thoroughly, cycled both recliners multiple times, no sounds, functions fine.

   

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/12/2021 I purchased a mattress which included a free adjustable base from Gardner White Furniture *************************************************************. My salesman was Symir Gorani. I explained to Symir what I was looking for in a mattress, he suggested the Icomfort and I laid on the mattress. He showed me another mattress however, I went with the iComfort. Symir indicated that the mattress I was on was a firm. I clearly stated that I wanted a mattress between soft and firm. Symir stated that my base is nice it has the massager and rub his hands across his lower back. I was excited to get my purchase that was delivered the next day. As the delivery person set up the mattress and base they showed me how to use the remote, I asked where is the button for the massager. The delivery person stated they sent me the wrong one. I called the store immediately to express my concerns. I was told that I got the adjustable base I was supposed to and the one with the massager is more money. I explained to them exactly what I was told by Symir. They agreed to replace the base at no extra charge however, I had to wait because the base with massager was not in stock. The next day after sleeping on the mattress and tossing, turning, and aching I called the store because the mattress was so hard I couldnt rest I knew that it couldnt be the mattress I requested. I was told the mattress is a firm mattress and I would have to give my body at least 30 days to adjust. I explained that I cant adjust to something I didnt ask for. Two days later the base didnt work. I tried resetting and unplugging the base but I still couldnt get it working. I called again to Gardner White. I was told by a gentleman that he see Im set up for a replacement base anyway so it doesnt make since to set up a service call. I had to call the store back several times after waiting without hearing anything from them. I spoke to ***** whom told me my adjustable base with massager should be in two weeks.

  

  Business response

  03/10/2022

  Good morning

   

  This matter has been resolved, guest received replacement for the adjustable base and reselected the mattress as well; delivered 12/12/21

   

  Kind regards 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of Transaction was August 2021 I had 3 transactions in one week 1) chocolate *************** delivered damaged 2) I returned & exchanged it for a different set 3) set came( leather furniture) it was the wrong sectional 4) returned that set and the new set(******* sectional) came in correct It was suppose to be Interest ******** find out Im being charged Interest.I have spoken to ******* at the headquarters on numerous occasions, she said she would fix the issue and it hasnt been done its going on 4 months. Ive been to Macomb on numerous occasions and spoken to I believe her name is ******** in person.Comenity Bank has the wrong information, and has been charging me interest When it was suppose to interest and tax free when I bought the furniture.When I spoke to ******* on several different occasions that she would send me the correct information and that hasnt happened. I also feel like Im being ignored. She gave me her direct extension **** and it doesnt work. I need this situation to be taken care of immediately The price at the time of buying the furniture was $2799.99 We went over this price when I spoke to ******* as well as ********. Everything to my understanding was good to go and still no Updates or paperwork has been sent to Comenity Bank.I never received the new paperwork for the furniture.Only paperwork I got was when I got the chocolate set in person The other furniture was exchanged over the phone!5)Set was sent that evening

  

  Business response

  03/09/2022

  Good afternoon,
  
  Upon reviewing the customers ADS account, they have not been charged interest due to an expired promotion, however, they have been charged late fees and ADS does charge interest on late fees.  All of the promotions are still in effect, with the 12 month promotion expiring August 2022.  The current promotions are as follows:
  
  8/9/2021         $1,421.07 Sale            12 month promo
  8/14/2022       $1,063.78 Exchange   18 month promo
  8/14/2022       $   ****** Exchange    18 month promo

   

  Above notes provided from our corporate credit specialist, I hope this helps. 

   

  Kind regards 

  Customer response

  03/10/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  Yes I have everything they are showing. Again Ive tried to resolve the issue with Gardner White in person and by Corporate. What they have attached doesnt even show what I currently have. Not to mention I had a 18 month interest free on the furniture I have now which is the ******* collection. They never gave me the updated paperwork that Ive asked for by email in person ands on the phone.
  As the furniture that was delivered the exchange was done by phone. I have spoken to ******** numerous times at Gardner White with no resolution. The problem being Im being charged interest that I should have never been charged interest on thats 1, and 2 Gardner White No longer has the Gardner White credit card so Im left dealing with ************** This should have been cleared up back in August and/or September of 2021. The 1st set of furniture I had was the chocolate 2 separate pieces which I returned cause it was damaged, the 3rd one that they show was the ******* sectional leather furniture that they brought which was the wrong furniture, on the 3rd attempt they brought the correct furniture which is the ******* right arm sectional regular fabric which I show in the picture. The paperwork they have attached doesnt even correspond with what I have. 
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  **************************

  

  Business response

  04/26/2022

  Good afternoon

  After reviewing ****************** account it has been determined that her merchandise is under 2 different promotion plans. The original purchase of a 2 pc Alliston set was put on a 12 month promotion that required equal monthly payments.  Guest reselected the ALLISTON to the **** sectional and then reselected the **** sectional to the *******. 

  Each time the reselection was made, the set was upgraded, The first purchase amount was $1421.07 which remains on the 12 month promotion, expires on 8/09/22. (It needs to be paid in full or guest will be charged interest dating back to 8/09/21) The upgrade cost difference to the ******* was $1863.78 that is on a 18 month promotion which will expire February 14, 2023 (Which would need to be paid in full or the guest will be charged interest) 

  Each one of these plans have a "deferred interest plan" and this means that she will not be charged any interest at all as long as she pays the charges off within the allotted time given to her at the point of sale. 

  So in reality the guest is not being charged any interest if she makes her payments on time. 

  We have looked into her account and there has been some late payments made and she has been charged late fees for those late payments and those late fees do come with interest, that is due to payment history not the promotions which are still in place. 

  There is no way to switch the promotions at this time, they will have to stay in place and run it's course, as long as guest's payment history stays in good standing and the promotions are paid off on time there will be no interest applied. 

   

  Kind regards 

*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. ↩