ComplaintsforGardner White Furniture Company

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My purchase was at the end of July 2023 for a reclining couch that was defective when it rocked back and forth. Gardner white did return the couch and replaced it with a new one. When I recd it it was also defective. The whole underside needed to be rebuilt. They returned it and I picked a new couch out a totally different one and that came in with the left arm destroyed and caved in. They picked it up. A third time. I did receive the $610 for the couch but they did not give me back my delivery fee being its not my fault and some stupid fee for FCP. Whatever that means. My bill was $866. And they refunded me $610. Thats ridiculous. I should not be charged anything. These 3 times were not my fault. I would like the difference back and a full refund. This was not in my control. Please advise. ***********************

  

  Business response

  09/26/2023

  Greetings

  An inquiry has been made into the recent purchase history. As stated in this submission there were confirmed defects with the delivered merchandise. We appreciate the opportunities that were given to us to make the concerns right. 

  A return has been processed of the *** extended warranty plan as well as the White Glove delivery fee, please be advised this action is considered a courtesy, that we were happy to do. 

   

  Kindest regards 

  Customer response

  09/26/2023

  [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. Please credit back my account accordingly.    Thank you  

  Regards,

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We received a mailer from Gardner White about a "VIP Exclusive Event" where we would get 30% off of a single item. We wanted to buy an adjustable base for our bed and thought this was a great way to save some money. We visited the store in **************** and were told by both the Sales Associate and the Manager that the "Golden Ticket" discount did not apply to an adjustable base because it was listed as an exclusion on the mailer. Here is what the mailer says:"Golden Ticket Extra 30% Off: Minimum purchase $1499 required. Some exclusions apply to mattresses, clearance, outlet, items marked Free Shipping, gift cards, and Final Price items. Cannot be applied to prior purchases or combined with any other current public or private discount including "extra 25% off". Limited finance terms can be applied up to 12 months deferred interest on your Synchrony Gardner White account. You must present this digital Golden Ticket for your one-time discount offer. In-store Only"They claimed that an adjustable base was a "mattress" and therefore, was not eligible for the discount. The Manager went on to say that Gardner White does that intentionally to get people to come into the store.Exclusions and fine print are normal and they offer the company ample opportunity to provide the detail necessary so their ********************* are informed. This is blatant false advertisement and/or a bait and switch. I have been caught previously not reading the fine print, but not in this case because an adjustable bed base is NOT a mattress in any dictionary in the world. I think Gardner White should honor the Golden Ticket discount for everything not specifically excluded on the printed promotion - in this case, an adjustable bed base.

  

  Business response

  08/31/2023

  Greetings

  We empathize with any frustrations; however, we cannot accommodate the discount of the adjustable base. Discounts on some qualifying adjustable bases come as a promotion for some mattress sets and this would be the only exception. 

  Adjustable bases are considered to be associated with bedding purchases including being labeled as a mattress; regretfully there is no override that can be performed.

   

  Kindest regards 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture August 1, 2023 with Gardner white to furnish my new home . The sales associate was very helpful in every way . A week later i received a call stating that some of my curbing was in but other items such as my bedroom set was not in and will be on back order until late September. My i goal questions was how was this possible since i purchased all of my items and they were in stock at the time of purchase a week ago . I was told just because i purchased items do not mean the company holds stock for them if the order is two weeks out from delivery date. I was then told that i could jus sleep on my mattress and box spring until other items were in stock. I was told there was nothing anyone could do to accommodate me because its not Gardner whites fought this happened although the sales associate should have explained this to me and he didnt the company can not accommodate me in any way . No manager i spoke with even tried to help accommodate me . So i asked for an entire refund of my purchase which was $ ********. Instead of assisting me at such late notice i had to repurchase furniture for my entire home for while only a short time away before my move in date . Which was a huge inconvenience . I also had alter my move in date due to looking for new furniture items . Gardener white is not being clear and concise with their customers when making sales. All they care about is the sale it self and not their customers. This policy should be explained to all shoppers upon purchase . I feel i was mislead and lied to . No manager tried to even help the situation at all and no one cared to look deeper into the matter. No one cared if i had all my belongings . This took place at the Gardner white store located at *********************************************************

  

  Business response

  08/31/2023

  Greetings

  We empathize greatly with the concern listed on this submission. Garder-White only truly benefits when the product is delivered into the home, so we would not hesitate to do so. We along with our valued customers are at the mercy of the manufactures who are currently up against unexpected shipping delays. 

  Shipping delays change w/o notice, respectfully in regard to back ordered goods we can only accommodate by inviting our customers in to reselect merchandise that is stocked and available, ready for delivery. 

  We are so sorry to have lost the opportunity due to stock availability. We welcome a re-visit as we have many quality living sets that are stocked and ready to go. 

   

  Kindest regards 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5-27-23 purchased furniture and was told battery packs would not fall out rom velcro area. They did and my mom tripped on one. Called Gardner White within 4 days of delivery and told them i would like to return furniture as it was sold incorrectly. Was told on that day that the furniture return was subject to a 25% restock fee, but if I restyle, they would waive fee. Restyled within a week. Received a call after the restyle delivery saying I would have to pay the 25% restock fee. Restyle furniture delivered was used and had a cigarette burn in the recliner. Corporate came out and inspected and agreed it was a cigarette burn. New recliner reordered, even though all the furniture was used and not in boxes. Received call from ******* office ****** saying the recliner was no longer available and i would have to restyle the set. Before i could go in to restyle, received a call from the original sales person who told me i could not restyle the set but had to choose a chair that didn't match my couch and love seat. I told him that was not acceptable and he needed to speak with management. He said he would and would call me back within a few hours. he never did. Received a call yesterday 8-3-23 from **** who told me my only option was to pick out a different chair or receive ****** and keep the burned chair. I told ****** wanted the furniture picked up and my payments thus far of ****** to be returned to me. I asked her for a call back within 24 hours to confirm and never heard from anyone. She said she would make note of this. Short summary within 60 days of original purchase. Received ******* dollars of defective new furniture- paid a 25% restock fee on the *******. Restyled furniture-did not receive 25% restocking fee back - paid ******** for used furniture that was sold on floor as new. Recliner has a cigarette burn. I want them to pick up the furniture and give me back the two ****** monthly payments i have made.

  

  Business response

  08/31/2023

  Greetings

  Upon review of this submission, there has been a resolution reached. The recliner in question has an authorized return with no fees assessed against it. There is a 7-day return policy in place that is no longer available for the sofa/loveseat listed on this submission. the only documented concern was determined to be for the recliner only; there was a completed delivery on the sofa/loveseat with no errors made by Gardner-White. 

   

  Kindest regards 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The summary is that we were promised a new (or equivalent) ****************** Base with full warranty at a discount of $800, with the purchase of a full price mattress. We accepted a floor model due to no stock of new power bases, but under the same warranty conditions, etc. However, taking a floor sample was not a requirement for the discount!Since accepting the delivery, we have had numerous issues and the technician recommended replacement of the power bases. We visited the store several times and spoke with both of our sales people, who promised that we would be taken care of. We have done everything that was asked of us by G-W and went all the way up to the store manager (*********************), who has been unwilling to honor a full replacement, continuing to push us to Tempur-Pedic. My wife and I came to the *************** store, having just visited a competitor Your sales managers ******************* and ********************* made an offer to entice us to order from Gardner White:oThey stated that while they could not reduce the price of the mattress, so they would take $800 off the cost of the power base ***** brought the price of the King sized power base (with movement at both feet and head) from $2300 to $1500 We agreed to the terms and ***** started to process the sale However, during this process, he realized that there was no stock of the Power Base, and instead offered a floor model of (2) pieces of Twin-XL Since receiving delivery, representatives from Gardner White have been to our home no less than 6 times for issues related to the Power Bases The technician recommended a full replacement, but Tempur-Pedic will only credit the original sales price We escalated to the store manager, *********************, who was not helpful oInstead of honoring the original agreement, ****************** made several irrelevant statements such as you knew you were getting a floor model and refused to offer any help, only stating I cant do anything else. Talk to Tempur-Pedic.

  

  Business response

  08/31/2023

  Greetings

  Please be advised that ************ services their own products and if there is a replacement granted Gardner-White is not contacted. Based on the model that is in the home, there would be a replacement of equivalent value as well as features. 

  TimeLine

  Bases delivered on 4/11/23

  Parts ordered (SYNC cable) 4/13/23

  Service inspection performed on 4/25/23 Report:

  Driver Return Note: This is a floor model set of adj bases. I explained Temperpedic warranty. 1 base operates fine but one has a damaged sleep monitoring pad and is not working properly when middle sleep button is pressed. I explained to guest he needs to contact Temp about the bases not operating properly but I would try to order damaged part. Please order sleep monitor pad with cable ***** See pics for reference S0100 cond 3

   

  Service part installation 5/3/23 Report:

  Driver Return Note: INSTALLED SENSOR TRACKER COM 3 S0725

  Customer response

  08/31/2023

  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 has not specifically addressed my concerns and has not offered any solution.  A partial record of the service history was included in the response, which is incomplete.
  

  In simple terms, G-W gave us a discount on a mattress + (new) power base by applying the discount to the power base (as they contractually cannot reduce the mattress price.  At the time of sale, they found the power base was out of stock and instead provided an upgraded floor model under the same cost and warranty terms.

  The power bases are making a squealing noise.  Their technician replaced motors and it did not resolve the issue.  He has deemed the bases un-repairable (refer to Tempur-Pedic case number N1387274) and recommended replacement.

  Because G-W applied the discount to the power base, Tempur-Pedic will only credit a portion of the amount required to replace the power bases, requiring additional cost on our part to replace them.

  This whole situation arose because of what G-W promised and they should stop referring us to Tempur-Pedic for resolution.  Please stand behind your promise and do the right thing.
  

  The simple request is that G-W honor their agreement (to provide a correctly functioning Power Base at the agreed upon price) and replace the bases or pay the difference between the credit from Tempur-Pedic and the cost for an equivalent new Power Base.  Estimated value is about $800 for a simpler model, which was originally requested but not provided due to stock availability.

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We're in our 70's and have purchased many **** boy recliners. We tried out a lot of floor models and picked out an easy one to open and close and it was smooth and quiet. They delivered one that reclines so extremely loud. They say that's how **** boys are made now. That's not true, all the floor models didn't make this horrible noise. Three techs came out. The second one was so rude, I tried to tell him about the noise and said "when my son sit"..... He says "I don't care who sits in it. I'm sitting in it now". He writes a report saying "customer not happy with the noise. I explained it's from the tension assembly. STILL NOT HAPPY" When we decline all the cats scatter it's so loud. It scares everyone unless we know they're recliner.

  

  Business response

  08/13/2023

  Greetings

  The recliner in question comes with a 1yr warranty for poor workmanship; within that year physical inspections are covered and repairs for qualifying concerns. When the technician comes out to the home there must be a valid issue with the recliner in order for a repair to be performed. 

  There were three inspections where no fault was found in the recliner. The warranty is still intact until 5/10/24 if there are current concerns, we encourage our guest to contact our customer service team. 

  Kindest regards 

  Service report 6/6/23
  Driver Return Note: no defects found customer is letting handle go which is causing foot rest to slam down.com4 s0725

  Service report 6/27/23

  Driver Return Note: the noises are normal flipped chair over and showed her where, the noises were coming from. this chair is on a hardwood floor, showroom is carpeted so it mutes the sound. hardwood makes it echo. I showed guest that by holding the handle while it closes slows down the momentum  SO725 SO500 SO600 Com 4 complete

  Service report 7/18/23

  Driver Return Note: customer states floor model does not make this noise customer is fully reclining then pulling handle and letting kickboard fall explained to customer that this is normal but she states she wouldn't have purchased if this was the case.all that is happening is the recliner is releasing it self every lazyboy does this.com3 s0500

   

   

  Customer response

  08/29/2023

  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:
  
  They failed to mention that all three techs tipped the chair upside down and took pictures, that's all they did. No one fixed the extremely loud the handle makes. If I go back and have a video or the floor model which we purchased the same in blue. The model was quiet. We're going to 3 more Gardner White's and see how this exact model sounds. It's horrible. I wish you could just call me and listen for yourself. No one did a thing to the chair, only took pictures. Please call me ************. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a recliner chair. I was told it would be delivered in a week. After a week I was told that the manufacturer didn't have it. **** also told my money would be put back in my account. After calling 3 times and being tlod the $419 would be put back in my account, hasn't been.

  

  Business response

  09/26/2023

  Greetings

   

  We are happy to report there was a refund successfully processed in the amount of $419.71, the credit was posted back to the original method of payment (Mastercard). Date of refund was 8/24/23

   

  Kindest regards

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing because we ordered a Purple mattress from Gardner White. We have had tecnicians out as a valley has been formed in the mattress. On 2 occasions they advised we were at 3/4 inch and it needed to be 1 inch as Purple will not return/exchange. They aslo advised this is why they no longer carry purple due to their refusal to do returns for their consumers. They advised me on several occasion to call Purple and deal with them directly as well as file a complaint with BBB. I did both. Purple advised they of we purchased through them they would gladly return or exchange the mattress, but unfortunately since it was purchased through Gardner White it is on them. They advised their warrant was indeed 1 inch but with the breakdown within the mattress not able to be measured by a level string across the top with no weight load, if it was them they would make the consumer happy with an exchange. I tahnk called Gardner white and explained the situation to them. Supervisor "***" called us back. He advised that since there was only 1/4 not 3/4 inch slope that this was in no way covered by warranty and we would have to deal with it. I advised I was with the tech who advised and I observed was 3/4 inch. He advised, "look I am looking right at the photos and it is 1/4 inch". I adbised there is no way as I was with the tech and he showed me on the foam they use to measure and it was 3/4 inch. *** advised that is not true and he could not help. I asked to have another technician out as I knew the measurement was not 1/4 inch. He advised they would not send any other technician out as it was 1/4 inch and we had a tech out previously. I asked if consumers were only allowed a certain number of times a technician comes out and he advised yes for you. I asked *** for corportaes number and he advised he did not have to give it to me. The measurement is 1/4 inch and that is all he will do. I again asked for corporates number so I could call and explain and get another person to come out and measure and he again said no. I asked 1 more time and he advised look it up on the internet and then hung up on me. I called back and the call went to a ****** store. **** at that location was so friendly and gave me corporates number. I called **************** location to verify the Managers name and ********* answered. When I advised I was looking for the managers name of whom I just spoke with and she advised I knew who it was as I just spoke with him. I advised I wanted to confirm the name as I was contacting corporate and she advised she would not give it to me. I told her if I had to come up to the store and verify the name I would. She than advised his name was *** and hung up. I am looking for someone from this location to help me resolve this issue and all the incorrect information and rudeness of the manager and employee.

  

  Business response

  08/13/2023

  Greetings

   

  The information listed on this submission does not access a recent purchase; please provide the order number or a valid telephone number for inquiry. 

   

  Kindest regards 

   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a custom 3-piece sectional sofa from Gardner White on April 24, 2023. The sectional was delivered on June 26, 2023. Immediately after the delivery persons set it up I noticed that some of the cushions did not match. I immediately called ** about this problem and was told to send photos via text message. I did so and someone from ** called me back and told me that they would send someone to take a look at the sectional. A person came to my home on June 29, 2023. The person who came took photos and started questioning me about why I had not looked at the sectional in the store. I thought that this was a ridiculous question as it was a custom sofa and all I had to go by was the swatch of fabric in the store. He then said that if I flipped the cushions over that would solve the problem. That did not solve the problem. Furthermore, the cushions could not be flipped because they fit only one way (there is a cuddle corner piece that joins the loft sofa and bumper chaise pieces). I pointed out to the person that the sectional came in three individually wrapped pieces and it appeared that different shades of the fabric was used on the different sections. Apparently no one at the ** factory (or wherever the sectional was made) took the time to look at all three sections together to check for matching before packaging and delivering to me. I called ** the next day (June 30) and left a voicemail about the problem. Someone called me back later that day. The person I spoke with was not much help. I kept telling her that the three pieces should have been checked to make sure that they all matched. The person then said that she would report my concerns to another department and that someone from ** call me back the next day (July 1). No one has called me and I have not heard another word from **. I paid $3,478.74 for this sectional and I did not get what I paid for.

  

  Business response

  09/03/2023

  Greetings

  We are pleased to report that there was a completed replacement with no documented damages or errors; date 8/17/23. 

  Kindest regards 

  Customer response

  09/08/2023

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:

  I told Gardner White that I should not be charged a re-installation  fee of over $700 plus the delivery charge of $150 that I paid, as the sectional that they delivered to me had cushions that did not match and the sectional should never have been sent in that condition. I have filed a claim in District 41A small claims court to try to recover my money and I have a hearing scheduled in court for October 13, 2023.]
  
  Regards,
  
  ***********************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 4 year protection plan on a couch I bought in December if 2022. In May I had to file a claim for cushions. I called within their 5 day period as stated in their book, but due to staffing shortages, I called a week later to inquire why I havent heard anything and had to wait an additional week before I even spoke with somebody. Two weeks after my initial call to file a claim is when I heard from somebody and they stated because they passed their five day. It doesnt take affect thats not my fault. I paid a lot of money for that warranty. I cant help that they have staffing issues.

  

  Business response

  10/02/2023

  Greetings 

   

  An inquiry was performed on the most recent purchase of a sectional sofa delivered on 12/29/22. This sectional sofa would have warranty coverage for the course of 1yr from the date of the original delivery. There has been no prior service performed by Gardner-White or our 3rd party partners FCP. 

  All concerns would need to be called in within 5 days, but we handle everything case by case. Excessive concerns where the entire unit is affected would not be covered under the warranties and for this reason, we want all concerns called in right away so that they can be handled. 

  There will be notes added to this account that there was an alleged denial of service but there are no supporting notes. Please forward pictures of the current condition of the sectional along with the concerns with the cores. to **************************************************** we will be happy to look over the pictures and reply. Please send attention *********** 

   

  Kindest 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. ↩