Guardsman
Reviews and Complaints

Had Similar problems as everyone else. When I purchased the protection plan from American, I was told that if I got any stain on the furniture they would come out and clean it immediately if I just call the number. When I did call the number they make you send back to them a form that they mail to you a week later and then you have to wait for them to call you. Then when they call, they want you to send in photos. I stated why do you need photos, the plan states that if I have a stain you will come out and fix it. They say different types of stains require different cleaning methods. Sounds like "the run around", I have had cleaning companies clean different couches in the past and they never made me submit pictures first. I also paid close to $200 for this plan of which they do nothing. I would have be better off keeping my money and paying someone later to come out in clean it. It is a big scam!

We recently purchased a bedroom set from Haverty's and also purchased a guardsman furniture insurance plan. We called regarding several small scratches on the top of our dresser, to see if they could be fixed. They sent out a serviceman who took pictures. Yesterday we received a voicemail saying that they would be sending a replacement piece of furniture out and that they would be voiding our protection plan for that piece of furniture after the replacement piece was delivered. I called this morning and asked them if they could slow down...that I didn't need the piece replaced. They responded that this was their policy and I had no say in the matter. I will not be shopping at either Haverty's again...they pushed the plan, told us that these scratches would be replaced...they AND guardsman are LIARS!

If a claim is submitted to Guardsman, it has to be within five days of the damage occurring or the claim is rejected. When I asked the reason behind the deadline, one CSR did not know. The next rep. I spoke to explained it was to stop stains from setting in. However it takes them close to two weeks to do a follow up phone call after a claim is submitted. If timing really was an issue, claims would be processed within days, not weeks. I suspect the five day deadline is a useful little glitch they can use to deny claims.

The claim process involves sending digital photos via the internet, mailing in the claim by snail mail, waiting for several weeks for Guardsman to call to go through the claim details, then waiting several more weeks for them to contact the furniture repair person to perform the work. It can take 6 to 8 weeks to get work completed, if you are fortunate enough to get the claim approved.

Are their business practices legal? Yes. Are their business practices reasonable and the sort I could happily recommend to other people, absolutely NOT. As an earlier complainant stated, there was definitely an air of 'AHAAAA, caught you!' when the CSR told me that our claim was rejected for not being submitted within the five day deadline (we missed it by four days). I wouldn't mind, but it is such an unreasonable requirement based on their response times and that our damage was a scratch, not a stain, so timing really wasn't an issue.

I have already contacted the furniture store to get a refund on our policies. I doubt we will be successful.

As an addendum, I tried to talk to a manager and was put through to a voice mail with a message telling me that he might be able to return my phone call within two days. Two DAYS? What kind of customer service is that?

have been scammed by guardsman! Jeromes furniture sold me on this 5 year full protection plan from guardsman which is a complete SCAM. I have a leather chaise which part of the seat cushion stitching has came apart on two sections. It's only 1 year and a couple months old. I just got a letter from guardsman denying my claim. Jeromes sold this as a full protection plan but Guardsman is saying it doesn't cover it under the terms of their agreement. Jeromes should be embarrassed and ashamed to be selling such a rip off scam to their loyal customers. Guardsman is just a Fake insurance company that uses confusing terminology that hoards of lawyers have come up with. Their main business plan is to use a bait and switch and run their customers around in circles before and deny 99% of claims. Finally all we can do as customers is complain to the BBB and the company you purchased the furniture from. It's sad to see businesses out there like Guardsman taking advantage of hard working Americans at such a tough time. I hope karma catches up too them soon and they become obsolete.

I spent over $300.00 on this joke of a warrantee at Bob's Discount Furniture. It was a feel good moment as I was moving into a new apartment with my girlfriend. They categorize the plan as a "Good Proof 5 Year Warrantee" The only goof is buying the warrantee. The planets have to be aligned to have them service you. In the process of moving the back of the sofa ripped. I was told it was my fault and they are not responsible. Ok. I then noticed a tear on the fabric on the front of the couch. I was told it was a manufacturing problem. I called the store to complain and they were understanding but really couldn't do anything except to give me ideas of what I could say to get them to fix the couch. I told them if this is the way the warrantee would have been sold to me I would have never purchased it. I'm quite sure the salespeople get a nice commission bonus for selling this dreck. And Guardsman is happy to make you feel like an ignorant imbecile for expecting anything by referring you to the terms of the warrantee.

What a SCAM! I purchased the 5 year plan for my 9 piece leather sectional couch. There are 2 tears on the back of two of the pieces and one of the nipples that connect the pieces is broken. I have not moved the furniture since it was delivered and installed the end of May 2011. The tears occurred when the installers pushed the sectional against the wall it became stuck to the wall. When I rearranged the furniture to accommodate my Christmas tree two pieces tore off paint from the wall and the pieces of leather stuck to the wall.

I called the next day to file a claim. I was immediately told the nipple was not covered, which I complained about but it did no good. Finally, three weeks later I received a call for a technician to come out and survey the damage. He spent 15 minutes looking and taking pictures. He told me that he would need to order two new pieces of leather to replace the entire back of each piece. Two weeks later I get a letter denying my claim.

I wish I had a chance to check out Guardsman before I took the plan but it is hard when you are sitting there believing what the salesman tells you. My next step is to file a complaint with the Better Business Bureau and anywhere else I can find. People need to know this is a scam. MOR Furniture will also receive a letter or two. We spent over $6, 000 there in the last 8 months! I want a refund for all the plans I have.

I purchased a living room set from Bob's Furniture in March of 2009. Yesterday I attempted to contact the Claim department to enter in a new claim because the leg of my table broke. I followed prompts and was left on hold for an hour until I said forget this. So this morning I call them and once again I am on hold, this time for 2 hours! At this point i hang up and call a different department...they answer and I tell them what happened. They don't believe me so they call with me on the phone...on hold half an hour, someone then answered but by that time I already had invested 4 hours of my life into trying to enter in a claim for a coffee table. And I ask the person why it took so long to answer and she said high call volume...for that long? Horrid Customer Service.

I purchased a sectional from Ashley furniture and like many others on here, I also purchased the guardsman elite 5 yr. protection plan. the sales associate made it seem as if I could get my sectional cleaned as often as I needed especially since I have a child under 2! it all sounded great in the beginning, until I needed it cleaned for the second time. Now, the first time went smooth, I did everything that I needed to for them to send someone to clean my furniture (by the way, the cleaning tech cleaned my entire sectional, but they say they are not suppose to, not my fault!) they came through on their side with that, but only because it was a so called "courtesy clean"! mind you, in their policy, it says nothing about a one time courtesy clean for bodily fluids! that's strike #1! My second time, I called in and requested a service request form to fill out, got one e-mailed to me, filled it out and next day aired it to them since they like to claim that they don't receive the information I send them. This time it was for bodily fluids and food and beverage stains! The food and beverage stains were denied because they said that I had reported that same stain back in March and that order was never completed. ok, so you would think that the claim that I am trying to report would be filed under March and the new claim be covered for what I'm filing for in June right? Wrong! had I known that we had an unfinished claim in March I would've fulfilled that because I needed my damn sectional cleaned! so, I ask for a manager, got some chick name Kendshe terrible customer service by the way and she left me on hold so long, I had to call on my husbands phone to get someone else to talk to! She didn't sound too apologetic either about making me wait so long, and then she never provided her extension number) asked for her manager, she sent me to Nick ext.#7061. Don't waist your time talking to these two idiots, if they say your being transferred to them hang up and call back! I'm sure they all are idiots, but those two are not worth your time! anyway, Nick was some what of a little assistance, he told me things that I never knew like I'm responsible for calling in and getting a service request number to use when I call in to inquire about the status on my service request order ( but he also said that the service request number was not too important cause they can look up my account with my phone number too. ok, if it's not important, why ask for it at all?)how the he'll is anyone to know that, when no one ever provided that info in the beginning but every time you call your being asked for it! then he told me that my request back in March stays active until it is completed! then I asked him isn't the cleaning tech suppose to report that the furniture has been cleaned in order for my request to be completed? he says yes! Do you see where he f***ed up at twice? Then he tells me that the customer service reps who answer first are not allowed to give out info about a pre existing order request. F***ing B.S.! it's my account! I deserve the right or option to continue an existing request and or cancel it and make a new one! I then asked him how come when someone calls in to make a new request the old one is not cancelled? didn't have an answer to that, like they do everyone else, he just kept trying to get off of that topic and kept repeating their sorry a** policy! well it doesn't state that in their policy, so why is there no answer? cause it's a load of crap, that's why! so, now I'm at my wits end with this idiot and I request an address, phone number, e-mail address and name of his boss and or corporate. he tries to give me the address that I send the service request form to! oh, no buddy, have that useless piece of trash already! so then he starts saying a number, I had to ask who's number is it? he tells me a corporate liaison. ok, well, does this liaison have a first and last name or what? he never answered that question, just kept repeating it's a corporate liaison and someone will call me back! I specifically told him I did not want to speak to an answering machine because when I call their office my so called "account manager" named Lisa ext. 7070 NEVER returns my calls, even before this situation escalated to this extent! so therefore I do not wish to speak to a machine I need a person! I still got no where with him, so I ended the call! in the end all I got was my two cushions cleaned! I am highly pissed with this company! and then the cherry on the top is, in order to receive a refund of 10% or $50 for the warranty, when I paid more than that for it, I have to call Ashley furniture and tell them I want to cancel the plan, and all they are gonna do is call guardsman and tell them I want to cancel and work out some kind of amount amongst themselves to give me, when the middle man (Ashley furniture) can just be cut out and guardsman and I can hash out a full refund! does that make sense to anyone else but me? I will never, ever, ever, ever, ever, ever, ever, ever, EVER buy another thing from them or Ashley furniture! they can all suck it as far as I'm concerned!

I would not recommend this product to anyone. Our dining chair was cut at a party on a Saturday night. I reported the incident to Guardsman on Monday:. They sent their rep to look at the damage and denied my claim!. First they said I did not file the claim timely!. When they discovered the claim was filed timely they said all of my chairs had puncture marks.. I was speechless". That is so untrue|. The chairs are leather!. Leather wears but there are no cracks, cuts etc...in the other chairs. The furniture store I purchased the dining set from tried to help and contacted Guardsman. They were told a dog bit my chair. Mind you my dog is a 7 pound Shih Zu that was not even home the weekend the accident happened. I will seek legal advise. In the long run it will cost me more, however, this company should not be allowed to get away with lie after lie.

i purchased a 3+2seater, chair, and footstool from harveys furniture store in peterborough cambridgshire in july 2 nd 2010 i called after delivery to report that one of the cushions on the two seater was fraying and coming away from the piping after months of calling harveys repair man from home serve came on january 2nd 2011 he was very rude and said why did, nt you sew it yourself ? he then left saying he would sned a report to harveys order th material and return to repair the cushion once again waiting i finally called only to be told to call my insurance company of which i paid for on purchasing they told me it was disgraceful and to tell harveys the suite was under a years warranty insist they fix the problem after more calls to harveys finally they said they had ordered home serve to repair my suite again after many, many many more calls and been given the run around i called the last time on the 2nd of june 2011 once again put on hold i was cut of called again, put on hold then told they could, nt contact home serve until monday 6th june ? the assured me they would call me back on the monday but again no return call i paid in full in cash over £1, 000 and am totally disgusted at the way harveys conduct there buisiness and treat there customers i bought the suite for comfort as i was diognosed with a brain tumour and all i have had is more stress, have messed around and blatently lied too i would like to sort this out once and for all it will be a year next month i have been trying to sort this problem out . my home number is [protected] i would appreciate a call so i know my complaint is being taken seriously my email address is [protected]@hotmail.com i look forward to hearing from you in the very near future and will continue to contact harveysas which is also costing me money a years worth of calls, thank you MRS SD MITCHELL

We purchased a guardsman protection plan on our new sofa and loveseat as it covers accidental stains. I DO NOT recommend purchasing this, as they are incredibly difficult to deal with and they do not follow through with their claims.

A friend was over and sat on our couch wearing a pair of new jeans, and the jeans stained our new furniture. We have been dealing with Guardmsan for over a month and they finally notified us they won't even attempt to clean the stain. This headache was certainly not worth the $159.99 we paid for the "service"!

purchased a stressless recliner from WILLIS furniture in va.beach, va.
was told by the sales person that we should get the protection plan as this was a $2, 500 chair. said everything would be covered, stains, cuts, etc..
noticed slight scuff on the footstool and wanted to get it fixed..
denied claim without even looking at it or asking for pics.
what a rip off..

We purchased the Guardsman protection plan with our new sofa. 6 months after purchase, the spring under one of the cusions started to get weak (over about a month, we noticed the cusion gradually sinking down), a nail also protruded from the back (which I sliced my hand on when adjusting the cushion). When we made the claim, we were asked when we noticed the problem. We stated that it was gradual - over the period of about a month. We were told that they would not process the claim unless we called within the first 5 days of the problem. BUYERS BEWARE - it is heartbreaking to know that we should have LIED about when we noticed the problem in order to have had it fixed.

Denied, denied, denied... do not waste your time or money...

my impression is guardsman protection is not a company but a scam...

5 year protection plan and have benn denied twice, refuse to honor the contract... i'm going to sue them in the civil court... i am just one of a thousand complaints lodged...filled out proper paper work both times

and had to speak to some 12 year old who refuses to honor the paid for contract...i am going to start a pettition to put this scam company out of business, DO NOT WASTE YOUR TIME OR MONEY...

I paid $200 for service protection for my furniture from Bob's Discount Furniture. When I needed the service for cleaning some pizza sauce and small rips I was denied thesevice because they found I used the sofa too much ?!. I think that the service is a scam. They always deny the service request using the excuse " extensive activities". I think that furniture stores like Bob's discount furniture is a part in that scam because like they told me they agree with guardsman. I'm filing a smal claim against both Guardsman and Bob disscount furniture.

We purchased a protection plan for our leather couch. Found a tear under foot rest. Reported it and it was fixed in a timely manner. Some time later we noticed the tear coming apart where it had been repaired. The area does not get touched due to its location. It gets slight movement when that foot rest is used which is not often because it is to close to a walkway. We are concerned the tear will move up to the rest of the couch eventually. Back to the topic at hand we submitted another request as soon as we noticed it - which was denied because I incorrectly filled out the paperwork. I apparently put an incorrect date which voided the repair contract. This is repair on something they fixed incorrectly in the first place. I take responsibility for not making sure I had dates correct. They offer no help, suggestion only you made a mistake and now you deal with it. I am very frustrated with the fact that we did not get quality repair and quality service but we sure paid for it.

Guardsman/Valspar certainly doesn't mind taking your money but they will under no circumstances cover any problems with your furniture. I had my sofa for 2 years from Ashley Furniture when the leather started losing pigmentation in several spots. Some areas looked bleached out. I had the Elite 5 year protection, so I mailed in their form with copies of all of my documentation which I luckily found in my basement. They called back 4 weeks later to say it wasn't covered. Needless to say, they ripped me off and will never purchase furniture from Ashley Furniture again, and will never buy the warranty from Guardsman/Valspar.

Guardsman improperly refuses to repair or replace furniture that is under a Guardsman warranty.

Guardsman sells furniture warranties to consumers primarily though third party dealers. These third party dealers are often times furniture stores and other retail outlets.

Consumers have complained that Guardsman, Inc. marketed, sold, distributed and issued warranties that contain open-ended, illusory terms that effectively nullify the existence of any coverage at all, and even if coverage did exist, the terms effectively allow Guardsman to exclude coverage for warranty claims for any reason at all.

Guardsman routinely excludes coverage for warranty claims for reasons that are not specifically outlined in the terms of their furniture warranties. Guardsman unilaterally creates standard-form reasons to deny warranty claims. These standard-form reasons to deny warranty claims, include, but are not limited to, that the furniture damages to be repaired (or replaced, if repair is not feasible) “cannot be attributed to any single occurrence or accident, ” “were the result of normal wear from customer usage, ” and that “were not reported when they occurred, but when they were discovered” by the consumer.

As a result, Guardsman has engaged in deceptive, unfair and fraudulent practices causing damage to consumers throughout the United States who have purchased the “Furniture Protection Warranties”, submitted claims, and subsequently had them denied.

My leather sofa got a cut which we didn't notice till the next day. just because we said that we ddin't see when and how the actual rip occurred they coined a term called stress tear and said that it wasn't covered. Haven't seen anybody who is cheating in such a leagal way. Never am I going to purchase any plan with them again. I just hope that the company goes bankrupt for all they did to the customers.