Gardner-White Furniture
Reviews and Complaints

I bought a couch in October 2020. We went to pick it up ourselves. When we got it home, we realized we were given a USED couch with defects. GW was surprised and "didn't know how this could happen". They offered to replace it and delivered a new one within days. 3 months later, we called customer service because the couch looked like an old pilled up sweater. It literally looked 10 years old. The agent who came out in January told me that was normal wearing for this material and that it should stop at some point. He recommended I buy a sweater shaver and "shave" my couch. REALLY? But I did it...I spent HOURS doing this with no real affect on how the couch looked. I called the customer service again last week. Another agent came out. Agreed that the couch looked years old instead of months old. Told me I should hear from GW in 2-3 business days. I did not hear anything for 5 business days. I called the service center and was told that they will not be fixing or replacing anything because it is normal wear. WHAT?!?!?!?!?!?!?!?! You decide for yourself...does this look like a 4 month old couch that I paid over $3K for and is used in the evenings to watch TV for a few hours? Or does it look like a couch I picked up out of the garbage that is 10 years old and someone slept on as a bed?

we purchased a bed, two night stands, two chests, the bed came broken they couldn't evan put it together.one night stand had defects, and both dresses had defects, very poor customer service we have had service man out and still can't get this stuff replaced right.

your customer service is by far the worst I've ever experienced, everyone just passes the complaint on to the next person. how do u not have an app that tracks my purchase? totally unacceptable, don't know how ur still in business, maybe art van should have bought u out? u make it almost impossible to get a hold of anyone, that includes the ceo and the daughter, I will NEVER buy anything from u again unless u make it right

I purchased 2 Zenith power recliners and a protection plan on 3/4/2017. One of the recliners stopped working properly so I contacted Gardner White and through their furniture care protection department they ordered a part for my recliner on 8/31/2020. I was told once I received the part in the mail to contact them to set up an appointment for installation. I never heard from them again. I contacted them by phone in October, I was told it takes 4-8 weeks so wait a few more weeks. I contacted them by phone on 12/15/2020, 1/6/2021. I could the corporate office on 1/22/2021, 1/27/2021 and 1/28/2021. Each time I was told someone would call me back with details and email me as well. I have received absolutely nothing. You are my last resort. On 1/22/2021 I was told if part could not be found the item would be replaced. When I called back on 1/27/2021 I kept getting we will call you back, no response from anyone. Please help. My name is Gail Harris and my claim #4766648

I ordered a dining set on 01/02/2021. I was sent an email on 01/03 informing me that my set would be arriving later in the week. Another email on 01/05 stating it will be inspected and then we set delivery time and it's shipped out for a "white glove delivery". I started getting auto-emails, including a Track Your Truck email. I called customer support Mon 01/04, the GW Team member told me they would deliver and assemble it as White Glove process, that he saw my order and that it would be in later in the week, once arrived and checked in, I would receive a call for a delivery time. I hear nothing by Fri 01/08, so I email GW asking for an update on 01/09, a response comes back on 01/11 informing me that I am not getting my set, "sorry". In the week I waited, I gave away my dining room table to make room for the set I was told was coming later in the week. My family now has no place to sit down to dinner, and in Michigan, we can't even opt for a restaurant table. I emailed the contact at GW back wondering what they were doing to help resolve this deficiency and or retain my business? She responded with, "I'm refunding you, see attached... Best wishes" The experience and her emailed response could not be more frustrating, inconvenient and insulting.

If I can put a negative times a billion for the horrible service I received at the Groesbeck store and Auburn Hills and call center, forced to pay 25% restock or keep what i didnt order a brown set supposed to be gray gray otterman an blue chair. not 1 manager has returned my call to address the issue, refused to give me corporate number i was bounced around person to person for weeks was told from the Groesbeck store customer service Darnisha that corporate does not have a number or email, the lady darnisha at the Groesbeck store said that she will let the manager know to call me never did each call or the floor salesperson Kevin never returned my calls or talked to me when i called she wouldn't transfer the call kept saying noone is available she would forward the message, this went on over 3 weeks, I got no resolution besides rude and disrespectful staff. it started, I ordered a gray sectional gray ottoman/ blue chair from another set, but on my receipt the lady put chocolate sectional, I didnt pay attention why would I if I ordered Gray until it was delivered Brown I called Monday to get the right color the lady said she will put in the order to exchange out the set which was on back order i then called to cancel the otterman, problem started, i tried to cancel and get a pickup, customer service groesbeck Darnisha said they never received my order to change out the color and because I did not get the lady name the order did not exist and i ordered chocolate, very rude saying it dont Matter who i talk to it will cost me 25% restock fee. i then called the main office got the call center Kathy said it only comes in chocolate again tried to canceled my order because someone had gave me furniture now, i told them i didnt order chocolate i dont want it they said it would be a 25% restock fee $600 + they said I had the furniture for 3 weeks and that I should have canceled within 7 days I was waiting on the replacement color to come in to switch it out they said i never called
and if thats whats on my receipt i had to pay restock fee there is nothing in their system stating I've called and because I don't know the lady name it don't exist and i was stuck with that color they insist i picked out i said why would i lie im paying for it, I was then offered a 15% restock at $187 with $150 coupons. this store refuse to say they made a mistake i didnt order that color with a gray stool and blue chair she said we dont know that. over all noone addressed my issue. Gardner White is a horrible place to buy furniture and get good customer support or resolution to any issue i never got corporate number which said they let the stores deal with there own kathy said Meghan said corporate told groesbeck to call me they didnt i kept callin them they wouldn't call back or forward call i have text from your company so i said forget it cancel then said no i ll keep it i dont want to lise so much money now they're giving me a hard time again called groesbeck same girl was very rude and loud seriously i spent my money to buy nice furniture why would i lie about what color i ordered i dont want nothing from them but for them to refund me and come get their furniture

I had a sectional that they no longer carry and could not replace the 1 piece to the sofa, they let us pick out new sofa. I spoke with Nicholas in customer service I asked him if they were going to take my old sofa and he told me only if I wanted them to. 3 phone calls later I confirmed again with him if they don't want the sofa back I know someone that could use it. he agreed with me...Account has been paid in full for over 2 years and I purchased the extra insurance. so we give it away. they delivered the new sofa asked were the old sofa was and I told them what I was told. 1/6/21 They picked the sofa up from the person we give it to and the delivery guys told her that they will be taking it back to the store and throwing it in the trash... they would not even let her purchase the sofa.. I will never ever purchase from them again. I left a voice mail for the delivery manager and he has not called me back.

I purchased an entire bedroom set on September 26, 2020. It is now December 30, 2020 and customer service and managers refuse to assist me any longer. I have had 15+ deliveries of damaged items. I have documented all texts and have saved all pictures of the damaged furniture and what they attempted to "correct". I am appalled by the service that I have received. When I call I am told that a manager needs to "deal with me" but no manager is ever available and they never return a call. When I text now I now that the Waterford store has blocked my number bc it used to come back with an immediate message if they were closed and now it does not. The warehouse customer service refuses to respond to me as well. They know just schedule exchanges without ever contacting me and they refuse to respond to me at all now. I have voiced my complaints on your social media as well and ALL of my complaints have been deleted. At this point I would NEVER purchase anything from your company again. I want a COMPLETE refund and you can come and pick up this damaged furniture I have had sitting in my room unused! I am DEMANDING a call from a manager or higher up only! If this does not happen I will be going to the local news stations and having them help me get to the bottom of this horrific experience that I have had with your company. I have included pictures of only some of the damaged items I have received.

My name is Julie Barney and my contact information is [protected] or [protected]@email.Phoenix.edu

Your stupid commercial, with stupid lyrics and people acting like idiots comes on twice as loud as any other show on the TV. I can't wait till it ends. You need to fire the advertising firm that came up with such a dumb song. I've never heard anything more annoying...it's got 5 words in the lyrics that repeats over and over. As long as I remember this commercial existed, which may be the rest of my life, I will not shop any Gardner White.

My name is Mavis Weddington and my daughter Eutriceka Collins purchased a Dinning Room Set as a gift for me on October 24, 2020.
D Model: CABERNET 7PC - KIT
DBL PED TBL + (4) SIDE + (2) ARM
CUSTOMER# 062532013
Ph. 313.268.0124
Address: 6005 Cadieux Rd.
Detroit, MI 48224

We were told (it is also on the paperwork) that it wouldn't be delivered until the end of November because it was on back order.
On October 30, I received a call stating that the set had came in and I needed to set up a delivery date and I did for November 3rd.

When they came out, they didn't have the hardware to put the table together, so they came back around 7:00 that evening. This pass Sunday, November 8th, my daughter came over to see the set and that is when we discovered 3 places that the wood had come off and was put back together with glue, paint was on 2 different places and a big dent, all of this was on the table. 4 of the chairs had thread hanging from them where they were coming apart. The 2 arm chairs, have the arms actually coming off, you can see the screws.
When you purchase new furniture, you don't expect to get USED Furniture. My daughter paid CASH for the set but even if it was on a payment plan, you don't expect to used furniture. I was wondering why the delivery date changed from a 3 week delivery, to a 3 day delivery.
I had to take off work on the 3rd and today because the only window they had to come out to exchange the chairs (other than today) was between 5:00 and midnight, UNACCEPTABLE!
Even now I've been waiting 8 hours already, because I wasn't given a time window until I called an hour ago and was told between 1:00 and 4:00.

Hi

I had purchased a 3 seater couch n live seat with order no162930173 on Aug 17, 2020 with expected delivery on mid September.

This got changed to end of september to mid october and then finally end of october. On october 1 st week I got false confirmation saying delivery on next day which did not happen.

Oc oct 29th I again got the confirmation for delivery on oct 31st which i had to postpone next day. On 1st november I was supposed to get before 5.30 pm and see the status as delivered.

This is really frustrating. Now i would need to get at-least full refund with some penalty from gardener white side

I mad an ind store Purchase with Thomas Findley, who is a sales associate at the warren store. While looking at a couch and love seat for my new home i was looking for things that would be delivered within the next month.

When i found product i like the sales associate let me know the product was on back order but assured it me it would be delivered in mid-late august so purchased this product. My invoice even says that I was made aware i would not get the product until mid to late august.

Late August came around and then i was informer they were still waiting but it should be any day now. I called the following week and they said they were expecting delivery now mid September. I called again this week and they are now telling me it will not be expected until late October (which i believe it will probably be pushed back more).

I purchased this product with understanding that i would receive it mid to late august. I have tried multiple time to contact the store sales team and i never get a call back. The only info i can get is from the companies call center which can not really help, and only give me the delivery times in the system.

I was lied to about the sale and can not get any follow up or any help in resolving this issue. I am not sure i will ever receive the product i paid for.

I purchased a dining room set in June 24, 2020 was told it would be assembled once delivered. I was at work my adult daughter was home. The delivery people didn't have the correct hardware with them so they left it in the middle of the floor unassembled. It took 4 trips to the local Garden White to have someone to assemble the dining table. I was told I would get $100 back from the delivery I don't know what happened with that. I'm very disappointed with the service. I also purchased a sofa and loveseat that was purchased (6/24/20) at the same time its now 8/25/2020 I still haven't received it. I've been back to the store of purchase twice (Auburn Hills, MI) no update no furniture, no compensation just saying it's on it way. The first shipment was damaged. I'm very upset nothing is being done.. no updates I call no one answer the phone or call you back terrible consumer service. I also spoke with a manager on Saturday August 22, 2020 still no furniture as of today Tuesday August 25, 2020 and no updates no compensation. I will be requesting my money back when I travel back to Auburn Hills, MI store this weekend. I'm so tired of the run around and yes I understand things are delayed because of covid-19 this is a little too much.
My phone # [protected]
Clinton Township, MI 48035