ComplaintsforGardner White Furniture Company

• 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 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company set my bed up wrong and messed up a ******* adjustable base. It took them 3 times to come out and went to the wrong address once. I had to take time off work because of delivery times. They still have not rectified the issue that they caused. I dont know why they think it is ok to charge someone for something that is not working properly due to their delivery drivers not knowing how to do their job.

  

  Business response

  07/04/2023

  Greetings

  We apologize for any inconveniences, there is a completed delivery documented on 6/26/23, there were no notations of set up errors. As stated in this letter, our guest called in concerns,1st attempt to evaluate resulted in an incorrect address; 2nd attempt made to evaluate to make necessary adjustments, but guest was not home; attempt date 6/30/23. 
  Guest can contact our service team and a delivery team will be promptly dispatched out to the home. 

   

  Kindest regards 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Garden White on Hall ***** ** location. on 6.27.23 and purchased three items. Order desk, bookshelf and order large glass table. I asked the sale person to make all three items can be delivered same day and he said yes and then after everything was placed, he mentioned one of the items is out of stock and I asked again to make sure than delivery all the same day and he refuse to listen.They today delivered bookshelf and round table and I noticed right away the table was wrong one and told them it was not right and take it away. I called the sale person and he accepted he made the mistake that the table I wanted he thought on that table that was ticket for it. I asked them to work with me on the issue store refuse to work when it's their mistake and asked me to pay $477 more for that table that salesperson made a mistake. I called the corporate and spoke to ***** and he said she will talk to the store, and they will work with me. The store wrote her message that will deal with this at store level, and she told me they will work with me. I called store and ************** manager was not available and ***** came online and spoke rudely and told me I should have not called the corporate office and told me nothing she can do for their errors. This shows the level of bad customer service this ********************** offer, and customer are not appreciated. When I asked for full return and come pick the bookshelf too they told me it will be restocking fee of 25%. Here I was thinking of even buying $6000 matters from them and other items.

  

  Business response

  07/04/2023

  Greetings

   

  The concern listed on this submission has been resolved. There was an adjustment on the balance owing on the table of choice, selected by the guest. 

   

  Kindest regards 

• Initial Complaint

  06/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On may 28 2023, I purchased furniture from gardner white furniture store which included $299.97 for my old furniture to be hauled away(old furniture haul away). Delivery people said they couldn't take it because it had carpet bugs in it and left it in my driveway. I had to call someone and pay for it to be hauled away. They said they would credit my account and when I received my **** statement on June 20, they had not given me a credit. I called right away and they said because they took it outside, I am not getting a credit. *********** and sales order says furniture haul away.

  

  Business response

  07/04/2023

  Greetings

  Upon review of this delivery, it was documented with photos showing more than several bug shells present. The delivery team did place the items on the curb as a good faith gesture, movement of any kind of existing merchandise can be performed but on a charge basis. Hauling merchandise out of the home to the curb or taking away comes at the same cost, the service was performed in spite of the infestation and for this reason there can be no refund issued. 

  Photos can be provided upon request. 

   

  Kindest regards 

  Customer response

  07/05/2023

  [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.

  Regards,

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a king adjustable base 2 months ago. 4/2023...Was installed by their service men improperly- they didn't put in center legs and the weld snapped causing us to have a broken bed. They sent someone out and that's what he found. Called the store, they won't do anything. No replacement, no refund... it's broken after 2 months due to their negligence, and we are stuck with the $750 bill?? Very, very bad company. I've never had something like this happen before. I will do anything I can to make this get fixed.

  

  Business response

  07/04/2023

  Greetings

   

  The name and contact information listed does not allow access to a recent purchase, please provide an order number or contact information listed on the purchase. 

   

  Kindest regards 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa from Gardner White and when the sofa was delivered to my home, my newly refinish floors were damaged by two naked screws that were left up under the sofa causing the damage. And the company is unwilling to compensate for the damage that they caused.

  

  Business response

  07/04/2023

  Greetings

  Upon review of this submission, there are notes reflecting that the concerns with home damages have been resolved; a check was issued to this customer. 

   

  Kindest regards 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought Tempur-******************* and bed frame. Company advertising not satisfied you can exchange it. Advertisement is misleading as we wanted to upgrade due to dissatisfaction to a dual king and we were told we have to get new bed frame as is isnt exchangeable. Therefore we couldnt exchange as advertised. We just want to upgrade a pay difference but we shouldnt pay for a new bed frame if we arent satisfied with the size. Company should be able to use it as there is no damage to frame.

  

  Business response

  07/04/2023

  Greetings

  The contact information listed does not access any recent purchases. Please provide an order number or contact information listed on the purchase. 

   

  Kindest regards

  Customer response

  07/04/2023

  [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:
  
  [Sales #*********; customer# *********; purchase on 4/01/23; after 60 days we tried to upgrade from King to split king.  We understand there is a difference in cost, and we were willing to pay.  Unfortunately, while GW was ok to exchange mattress, they weren't ok with frame.  Mattress has contact with body and they were ok with upgrade but frame no.  If frame is safe to use, and in warranty, why it couldn't ***********, unless it isn't safe to reuse, which shouldn't be safe for our family to use either.  Looking forward for resolution that allow us to continue to be a customer with GW, and allow us full upgrade of both mattress and frame.]
  
  Regards,
  
  *****************************

  

  Business response

  09/03/2023

  Greetings 

  The mattress noted on this submission would qualify for a 1x replacement that would include fees of 10% credit reduction of the original purchase cost and a processing fee of $199. Adjustable bases are excluded, they are also non-returnable even through the manufactures who will only replace the base should it be deemed defective. 

  There is no way to override this policy at this time, the Comfort guarantee plan expires 10/1/23, with the mattress being subject to inspection of the condition. 

   

  Kindest regards 

  Customer response

  09/05/2023

  [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:
  
  When we went your facility in 14 mile, we were debating between king and dual king.  ********************** Mr. ****** kindly recommended to try regular king first a latter upgrade to dual king, he provided the details for the potential exchange and that we need to buy the cover, he knew we were buying the frame, and at no point he indicated that we couldn't exchange it, which show there wasn't proper training to your team.  Secondly, it seems you are willing to replace the frame for warranty but not exchange it with minor usage.  I couldn't understand how a frame that is safer for our usage couldn't be safer to resale.  If you inspect the matters, you can inspect the frame.  So either the frame is resealable, or it shouldn't be safe at all for us to use.   If it is a matter of the electric motto, the same applies in terms of safety, or you just disconnect it from the current frame, and reuse the same motto on the dual frame king.  As a customer we been trying to work with your team for the upgrade and willing to pau cost difference, but you couldn't pretend us to stay with a frame that it is saleable, and we won't have any use due to misleading advertisement/ training of your team.  We are looking forward for you team to work with us, so you could have satisfied customer, that could recommend the product.  As it is right now, not in good conscience My wife and I can say we are satisfied with the product and service at hand. 
  
  Regards,
  
  *****************************

• Initial Complaint

  05/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My cushions completely broke down on the back of my couch and that's under warranty then they will not cover it.

  

  Business response

  07/04/2023

  Greetings

  All stocked merchandise comes with a 1yr warranty that covers inspection and repairs for covered concerns. If there is an extended warranty purchased, the concerns have to fall under the guidelines, Gardner-White cannot override denials from the 3rd party company. 

  The information provided on this submission does not access any recent purchases. Please provide the order number or contact information listed on the purchase. 

   

  Kindest regards 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This whole debacle started with my first sales person who actually screamed at me because I wanted to place my order and he felt I could wait. Requested a new sales person. Spent $10k. Was told order was in. I was clear I did not want it in pieces- all or nothing. They deliver and say sorry, missing pieces. I have $10k of furniture in my garage waiting. No salesperson will call me. I offered the receptionist to purchase a different piece. Its been 10 days. No call back. Manager wont get on the phone. THE WORST SERVICE

  

  Business response

  09/03/2023

  Greetings

  We are pleased to report that all goods were delivered into the home. Concerns listed on this submission were completed. 

   

  Kindest regards 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair from the store located at ******************************************************************. I was told if the color did not match my existing furniture, I could call and cancel my order. The purchase was made on Sunday, 23 April, and I called on Tuesday 25 April to cancel. The woman who canceled my order told me I would receive an email with the cancellation notice so I could file it with the purchase receipt they emailed me. On Wednesday I called the store in ****** to follow up on my cancellation, and again request confirmation. During this call I was told the store needed to have the original salesperson cancel the order, and that I would not in fact receive anything to confirm the cancellation.I financed the purchase. I have a document showing the purchase, and the finance agreement. But I have nothing to prove that I cancelled the purchase and delivery.This company makes it easy to buy from them, but impossible to cancel or return a purchase. All I want is documentation for my files showing the purchase was cancelled.

  

  Business response

  05/27/2023

  Greetings 

  Upon researching this concern, it appears that there is nothing outstanding and there was a resolution reached; last completed delivery was made on 5/6/23

   

  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. ↩