ComplaintsforGardner White Furniture Company

• Initial Complaint

  09/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered furniture online on 5/29/21. Couch, loveseat, and dining table. They were to be delivered the next day. Received a call the morning of delivery that the table was not in stock and would be in the middle of June. Delivery was scheduled 6/13. Couch, loveseat, and chairs for the table were delivered, no table. Was told the table would be in the end of June, then July, then various dates in august, September, October, November, and now December. I have reached out to customer service multiple times only to be told sorry its not in stock well get it to you when we can. I am now paying on this table I have never received and after the delivery date being adjusted over 20 times do not believe they have any intentions to deliver. I would like to return the chairs and cancel the order. I do not think I should be charged a 20% restocking fee because I never agreed to the delivery of the chairs to begin with and only kept them after they assured the table would be coming soon

  

  Business response

  11/17/2021

  Good morning

   

  At this time we can offer to inspect the dining chairs that have been delivered and once it is determined there are no damages present the customer is free to come in and reselect.  The credit would be full instore credit to reselect to a dining set that is stocked and ready for delivery. There is a 7 day return policy, any qualifying concerns outside of that timeframe would be store credit only. 

   

  Kind  regards 

  Customer response

  11/20/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  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:
  
  Gardner white delivery personnel would not take the chairs back despite my requesting them to do so.  This table was ordered 5/31/21, it has been six months.  How can I be held to a return period for an item I never fully received?  I have looked over their website and see no other dining sets that I am interested in and quite frankly do not trust them to fulfill any other order.  Looking at their ratings it seems extreme waits for order fulfillment is their normal mode of business.  Coupled with the fact no one responded to my calls or emails, I just dont feel comfortable doing any further business with this company.  I would like them to come get the chairs and cancel the order for the dining set.  
  
  Regards,
  
  ****** Day

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a $7500 order with Gardner White in August. On two separate occasions the delivery team damaged my home and furniture. Issues with first delivery are resolved, but yesterday they put gouges in walls, scuffed the ceiling, and broke the leg of the sofa. They showed up to my home smelling like weed, which is not acceptable around my one-year-old, especially when they damaged my home in the process.Last time I filed a damage report, it took seven phone calls and emails before I received a call to review the home damage, more than three weeks to get someone to come out to look at the love seat, and another two weeks to deliver a new leg. I filed a home damage report yesterday but have not received communication regarding remediation of the home damage.Wall repairs/paint will be difficult/extremely inconvenient when I work from home with a child. I want this resolved immediately and would appreciate additional compensation for the multiple inconveniences and damages.

  

  Business response

  10/20/2021

  Good Afternoon, 

   

  I did email our ********************** under high priority to contact guest, Also I can offer $150.00 in Gardner White gift cards to use on the guest next purchase. 

   

  Thank you, 

  ******** L 

   

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  went to Gardner White Furniture to cancel an order I placed in July of this year and all they wanted to refund me was 317 dollars recipte inclosed) when the total price I paid was ******** when I explained to them I was not getting my full refund they gave me the run around they had to send a text to corporate no answer called back again the sales person wasnt in because it was her day off! I do have some pieces of furniture that I can't use but I was willing to pay for those but be refunded for the funiture I did not get!

  

  Business response

  09/15/2021

  Good Evening , 

   

  I see since the guest has placed her complaint she has purchased new merchandise on 9/6/2021.

   

  Thank you, 

   

  ******** L 

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered Sofa on July 3rd.It has manufacturing defects.Gardner white allowed us to order a replacement, we waited 1 month for a couch to show up, It got extended for another month.Asked Gardner White to cancel order and pick up original manufacturing defected couch. They are refusing that they want 25% restocking fee.Gardner white issue.docx has all info needed. Pictures and phone conversations with employees of Gardner white.We want for Gardner white to pick up manufacturing defect couch, cancel current order. Not pay restocking fee.

  

  Business response

  09/16/2021

  Good Evening, 

   

  I show that we did return the sofa for guest on 9/14/2021. Is there anything else that we can do to assist guest. 

   

  Thank you ,

  ******** L 

   

  Customer response

  09/24/2021

  I received a partials order for replacement

  OTTOMAN OYSTER **** is still on back order since 07/17/21 with no ETA on shipping Date.

  Hello,
  
  Better Business Bureau:
  
  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:
  

  I did receive a replacement sectional couch, but not complete order: 063316628

  OTTOMAN OYSTER **** is still on back order since 07/17/21 with no ETA on shipping Date.

  i would like to BBB contact Gardner white to give me gift card for all time and trouble i been having them.

  
  
  Regards,
  
  ***********************

• Initial Complaint

  08/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on 7/18/21 for a chest and a nightstand, order #*********. They have signs all over the store that advertise same day or next day delivery. We were told it could take 5 weeks until the end of August to receive the items. We were disappointed, however, we accepted the terms of the order. Received the nightstand within 2-3 weeks. However, we just received a text message yesterday that the chest would not be delivered until mid to end of October. This is three months after the original order date. I responded and said that this was unacceptable. They replied by text that they may be able to deliver on 9/12/21. I called the store today and now the customer service rep is telling me we are back to mid to end of October and I should be glad since some orders take 8 months. My son is already using the nightstand so I cannot cancel the order and I am at their mercy. This seems to be false advertising knowing they cannot fulfill that delivery guarantee.

  

  Business response

  09/09/2021

  Good Evening, 

  Our records show that the guest has received delivery of her chest on 9/3/2021 if you can please confirm. 

   

  Thank you, 

  ******** L 

   

  Customer response

  09/20/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a tempur pedic pro breeze. Asked for a soft one but was told all they had was med and I would be happy with it. It has been six days and it is terrible. I asked to exchange it for a soft higher end one dont even care if it cost more a d I was told no. Im requesting to switch it out ASAP.

  

  Business response

  09/14/2021

  Good Afternoon, 

   

  The guest does have the Best Sleep Guarantee since they purchased the mattress protector. They would need to wait till the 60th day and they can do a 1x reselection with fees. A $199.00 processing fee and 10% of the original mattress. The delivery date was 8/15/2021 so they can reselect on 10/15/2021.

   

  Thank you, 

  ******** L 

   

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch in early January 2021. I purchased the extended warranty as well as the manufacture 1 year warranty. The first week of February 2021 I had to call in for service. The hinges for the recliner had been bent and there was a hole under the cushion on the side. The technician showed up at the agreed upon time. Said he would have to order parts for the hinge and the hole looked to be from my dog (extended warranty was suppose to cover accidents and I dont believe it was from my dog). A day or two later I get a call stating parts were ordered and should be in in roughly **** weeks due to supply chain issues.I was frustrated but understood. 12 weeks passed I called in they stated back order on the parts and would be 3-4 more weeks. I asked to speak to a manager they stated they would call me back. That Saturday at 6 while at the dinner table they called, I stated I would call back. Called back got nothing. Here we are 6 months + later. Please contact for rest, out of space

  

  Business response

  09/14/2021

  Good Evening, 

  I do see since the guest sent in complaint we have reached out to set up to bring merchandise in for repair since we received the part. I also emailed the extended warranty company FCP to see if they would authorize a reselection for the guest. 

   

  Thank you, 

  ******** L 

   

   

  Customer response

  09/24/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  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:
  
  This has been dragging on for months. The parts were originally ordered in February, and I was quote ***** weeks. I have called in countless times trying to talk to a manager and have never been able to reach one. I am told they will take a message and have them call me back and that has never happened either. Here we are 6 months + (24 + week) and still no resolution. Very strange, As I am typing up this message I received a phone call from ******** from ******* White. His position there is "Gardner White Experience" his extension is ****, he stated that the warranty was going to cover a swap out for 3 of the pieces of the couch, the defective piece, the console and the wedge. When I explained to him that that was only 1/2 the couch he stated that it was on two separate orders, and if I wanted to try to swap out the other pieces I would need to reach out to the warranty company. I have 14 days from today to come in and select a new product. If the warranty company responds like Gardner White I will be well outside of my re-selection window when they finally respond next year. There has only been one line of communication on this from the beginning and that's been me calling them to try and figure anything out. Up until just before I made this claim and spoke with ***** in customer service at the Waterford, ** location no one from their establishment has called me back. Their solution to repairing this is coming in to my house, disassembling my couch and taking it back to the shop to repair and then return once the repair is complete. When I asked how long that would take they said if they expedited it once it got to their shop it shouldn't be any longer than 1 week. Which in the larger picture of how long I've waited 1 more inconvenience of waiting a week isn't as bad as what's been endured thus far. Other than a piece of my couch would be *** in my living room. I plan to go into their shop this weekend and see what they can do however I doubt anything will come from it with it being only 1/2 a return as of now. I will also reach out to the warranty company and attempt to replace the other 3 pieces as well. 
  
  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. ↩