Gardner-White Furniture

To Whom It May Concern:

On February 24, 2021, I purchased a 5 piece bedroom set from Gardner White Furniture at the Southfield office. The furniture was delivered on Saturday, February 27, 2021.

While I was putting sheets on the bed I noticed an odor, so I put my nose directly on the furniture to see if the odor was coming from the furniture. It was. The odor was so strong that I got a headache. I called the manufacturer, but was unable to reach them as they were closed until Monday. I then called the store to explain the issue. I informed them at this time that I had respiratory issues and could not be in the room with this gaseous odor. I did not get a receive a satisfactory resolution.

On Sunday, I went into the store. I was informed that someone would have to come out to the house to check the smell. I then asked what if the level of the smell was different for me, than the person that was sent? No response was given. I again informed them that I was unable to sleep in the bedroom as the odor remained and would definitely affect my breathing.

On Monday, March 1, 2021, I spoke to the person in the finishing department for the manufacturer. He informed me that the gaseous (his word) odor can take as long as 21 days to go away.

A person was sent out on Tuesday, March 3, 2021. (I have now had this furniture with the odor for 4 days). He did detect a smell, but he told me that the smell was "normal". I told him that it was not normal to me and had never encountered this issue in any of my previous purchases. On Tuesday, afternoon I spoke to a person at the main office and was informed that I could return the furniture, but I would be charged a 25% restocking fee. This restocking fee would be approximately $1250.00. I should NOT have to pay a restocking fee because I am not returning the furniture for any other reason other than the gaseous odor that is being emitted can affect my health.

I feel that the personnel at the store and the main office have no concern for my health and are operating as if this situation is business as usual and is not one with have extenuating circumstances.

Any help you can provide with this situation is appreciated. My contact information is listed below.

Bettina Carey
[protected]@sbcglobal.net
[protected]

On 2/26/21 I made 3 calls inquiring about the availability of my Power Southern Motion Recliner, which was ordered on 12/9/2020, I had several promised days including Feb 10, 2021 and Feb 22, 2021 after initially being promised 3 weeks. I called today as we had not heard anything, and we have been waiting now for 11 weeks. It is a special order where we did change the material color to match the room, we are putting the chair into. We were told that the material color was in stock and 3 weeks even with the Pandemic would be about right.
I was very patient, after missing the first promise, the second and the third. Keep in mind "customer service" said we are in first position for all the dates they provided.
Today all I wanted was to speak with the store manager and the sales representative with whom I dealt with. That brings us to insane antics of Gardner Whites "customer service". After insisting there is nothing that they can do, I agreed and said please let me speak to the store. I was informed there is no way for them to transfer me to the store. In fact, Garrett, the rep that took the initial call, informed they are there to help serve us better. He told me because of the Pandemic there were a lot of delays. I said I understood that, but it is going on 12 weeks when the initial promise was 3. That Gardner White has already cashed out check, been holding our money for 3 months without any resolution about when I would get our recliner.
I informed him I just wanted to talk to the store, and I did not want to get upset, but keep circling around the same answer does not solve what I need. I was told there is no way to for him to transfer the call to the store. He suggested that I make a trip to the store to meet with a manager.
I asked for a manager, informed there are no managers that can take my call, asked for the managers names, he listed Meghan and LaKey, (do not know the correct spellings) but they were off today and cannot take the calls, but he can deliver a note and they would call me back in 72 Hours. He then suggested I go to the store to make my complaint; you know in the Pandemic. Which made me irate as the reason I have no furniture is the Pandemic, but I should risk everything by going to a store to file a complaint, because customer service is unable to do anything other than juggle customers until the customer gives up.
I questioned this asking is there no managers working? He admitted they had managers, but they are on a call, the name he initially gave me sounded like Joanna. I said I would wait until she is available. He kept trying to get me to hang up, but I said I would rather wait with him until I can speak to a manager. He said he will look into and left a note for Meghan. I then inquired so Meghan is working. His response was she is not on site but is available for calls, then came the question well is she on a call with someone? He responds no she is not. Can you transfer me to her, no I do not have that ability? Please hold.
Finally, a manager who refereed to her as Juanda came on the phone and gave me the same circle. Nothing new. I was irate at this time, I asked her to pay interest on the money they took from us until the chair is delivered, she seemingly snickered and told me that is not something she can do. I asked her if the Pandemic is the reason for the delay, then why is the only way to complain is to go out into the Pandemic and risk everything. Keep in mind I just got out of the hospital Tuesday. Yeah, for me I know, Thank you God. Went through it all again, custom so we cannot refund it, do you want me to help select something else. Again, I remarked I would then have to go back to the store.
She continued to give the runaround, I asked if I could talk to the vendor, no, can I talk the buyer that is talking to the vendor no. Can you transfer me to Buying, I cannot transfer you to buying, if there is nothing else good day? She was talking to someone else to see if hanging up on me is the best decision. I asked the call to be recorded and the transcripts be sent to me. She said she will not, I asked if she was advising me to see a lawyer, she said she is not advising me about anything.
And then when I asked if she would answer two more questions, she said the call is ending. The two questions were do you believe this incident to be resolved and can I speak with your manager. I apologize for misspelling anyone's name. I did not ask at any time for the spellings, but Garrett did suggest I write everyone's names down.
#1 Furniture store in Michigan is a joke tagline because other than size or headache it doesn't reflect anything about the company. Also new date of arrival March 18, 2021 per Garrett and Juanda.

Mid Oct 2020 I ordered a 5 piece bedroom set, was not informed at time of purchase of back-ordered items. After multiple calls (hours on phone), promises of deliveries, being told my items were in stock tangible in the warehouse and just needed to be put on a truck. I still have not received 2 items from my order. I continue to receive email updates pushing my order farther into the future as my items have gone on back order... but weren't originally on back order. Got an email update "expected" delivery of mid April 2021 so again I called. Was moved up the line to the highest manager of online orders at the Auburn Hills MI warehouse Deb. After being told by Deb that there is no compensation she can provide and nothing she can do to locate/deliver my missing items, she proceeded to lecture me regarding Covid and I quote "there are more important things than furniture right now"
So in her mind (top GW rep) it doesn't matter that this was a gift for my daughter 4 months ago. Who lost the second half of her high school year (2020) and is continuing to miss out on her current school year activities, memories, extra curricular activities, dances, sports, etc. Who is secluded from her friends/family due to state mandates, reclusive to her bedroom (sanctuary for teen girls), has lost a grandfather due to Covid, and is now battling depression and anxiety meeting regularly with a counselor over zoom calls.
The BIGGER picture is that it's just furniture? No!
Gardner White should be disgusted at their representatives that lack compassion and are unwilling to compensate customers who's orders are not being fulfilled. Again a quote from Deb "If we compensated everyone who is waiting for items we'd go bankrupt"
So it's the consumers fault that your company decided to do business with manufactures who are unable to fulfill their obligations?!? I can't even get a partial refund for the items I haven't recieved? I'm unable to cancel my last two missing pieces? Why not?!?
As someone who has spent thousands with GW over the last 20 years, I will never again give them my business!
I'm sure if I continue to sit back and wait I'll eventually get my items, maybe April, or September, or maybe 2022... all while GW has happily accepted my payment in full 4 months ago with no real urgency to deliver and no refund options. Absolutely disgusted with Gardner White. Word of mouth goes a long way, they clearly don't care about the people who pay their salaries!

In these days of uncertainty, I was amazed to see my salesperson not fully covering mouth and nose with a mask. The mask was dangling down around the employee's neck. When I asked for the mask to be worn properly it wasn't done by the employee.

For gw to state they're the largest furniture retailer in mi I would assume they could provide a safe environment for all. Apparently not true. The fact the gardner white claims their stores are safe, is with proof false. A complete disgrace to the community.