Guardsman Furniture Pro

I wish I could put zero stars. This is a terrible company and it is a total scam. I have called, emailed at least a dozen times, submitted all info via their website and received one call back in which I was quickly transferred to a «Joyce’s» voicemail. Needless to say Joyce has not called me back after numerous attempts on our part.
I do not know how these people sleep at night knowing that they absolute crooks with zero intention of fixing anything after happily taking people’s money. Absolute terrible human beings that are praying on peoples trust.
One can only hope that all their own furniture falls apart under their disgusting fat asses… come on. you know they have to be complete slobs…

I purchased 2 Guardsman Plans from 2 different furniture stores. I had damage on both pieces. Crayon on the bed, bed stands chipping and couch with staining. Guardsman denied all of them.
I do not recommend them for protection. This is a scam. What a waste of money. Do not fall prey to the sales persons offer for protection– it is not worth it.

Every time I try to make a claim they have some technicality as to why it is not covered. HUGE WASTE OF MONEY!!!

If there was something less than 1 star, I would use that. My experience aligns with others. They kept strangling me along for two months, even technician came, took pictures, and at the end denied my claim after two months! They are scammers at full force, making millions of us! I called Overstock and let them know about my experience. I suggest everyone to do the same, and call company where did you purchase furniture to tell them not to do business with Guardsman.

i wish they had a lower star than 1 star. WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCE. their online form didnt work. it took me an hour to get thruogh to a human on their customer service line, only to be told they require mailed documents to remove a simple stain. i am going to tell EVERYONE not to purchase this service, and plan to write to the jerome’s management to remove encouraging this plan from their stores. Absolutely ridiculous!

Don’t even think about buying this. We purchased from Ethan Allen and it sounds like such a deal. The claims process is a nightmare. It is specifically designed to keep you from filing a claim as it is so burdensome. You have to have some serious commitment to stick with it all the way through. Funny when you read the reviews on their website, they get 4.5 stars! Hmmmm, 1 star on Unilocal and 4.5 on Guardsman… think something is amiss???
More details: You are instructed to file your claim on line w/​in 5 days of occurrence. Now, anyone would think filing a claim online would be the simplest and most efficient process ever. Absolutely wrong! The online form is extremely detailed. For every stain/​scratch etc you need to answer a ton of questions. In my case, it was a food stain on my sectional. You have to state who did it, what the circumstances were, what type of food and EXACTLY where it is on the furniture. A sectional normally has at least 3 pieces so you have to narrow to which piece and then is it inside or outside, front or back, arm or seat, right or left or center etc. After this, you need to submit photos using a nickel as a scale. One photo of the entire piece of furniture and then close ups of the problem area next to a nickel. Sounds easy enough? Think again b/​c when you try and upload the pics you receive multiple errors that a few of your pics are not sized correctly and then it rejects ALL of them and you need to repeat until the system finally accepts your pictures. I was naïve enough to think that filling out the claim form online would complete the process. You need to print it, sign in 3 or 4 places, attach your original sales receipt (even though you are issued a numbered policy directly from Guardsman upon purchase.) and MAIL it to Guardsman. They already have all your purchase details but you need to send the receipt in with every claim. The filing process took at least an hour and I am computer savvy. Next you wait for them to call and set up an appt with you. This took another two weeks to set up and then my guy was a no call/​no show. We waited 3 hours!!! I emailed my EA sales person and, of course, they had never heard of this happening. Guardsman contacted me a week to 10 days later to set up another appt. Never apologized for the first missed appt or even mentioned it. The second time was a charm though. The guy came exactly when he said he would and the stain was removed completely and efficiently.
We paid several thousand dollars for this policy on an entire living room, dining room and a couple of recliners. Going through this process every time is just not a realistic option for most people. Who has time for this? Can you imagine going through all this, for each and every covered piece, for each and every incident that occurs in the first five years of ownership??? If I had researched it beforehand and known what was involved, we never would’ve purchased it. Most stains can be handled by a reputable local cleaning company arranged with a simple phone call. Scratches too can usually be fixed by a local reputable furniture repair with a simple phone call and for a fraction of the policy cost. If you are someone who frequently sits down with an open jack knife in your back pocket or who falls asleep with a lit cigarette in your hand or who allows their toddler to have at it with a hammer and screwdriver anywhere he or she pleases then maybe you might get back the «investment» made in the policy. But, based on other reviews, it seems likely that the more serious damage just won’t be covered, despite what their policy states.

BUYERS BEWARE!!! I recently purchased Furniture from the Dump Furniture Store in Downers Grove and there is damage and Gaurdsman is not honoring their commitment. I can go on and on forever on this topic — but bottom line — I WOULD NEVER PURCHASE the GAURDSMAN Protection Plan!!!
The associates are not helpful and rude. I just spoke with Michelle — employee 7416 and she was a supervisor who was even more rude than her subordinate. I wish I had read the reviews prior to making my purchase.
Please BEWARE OF GAURDSMAN!!!

Absolutely terrible customer service. With all their tricky rules and policies it seems like their only goal is to find a way not to help you. Worst products and customer service I’ve ever dealt with in my life.

SCAM SCAM SCAM
I spent HOURS making a claim. HOURS AND HOURS. Then they had a technician come out and photograph everything I had already photographed and described to them.
AND THEN
THEY DENIED EVERYTHING
NOT ONE THING
because, in their words, over the phone «you have too many damages to fix anything, even the things that are under warranty.»
I HATE THEM

When you buy a new furniture, they offer you this protection plan with a nice speech on its benefits and how your are covered.
However, If you ever get any damage, they always find a reason to decline your request.
You are requested to fill in a lot of forms and then they decline 3 days after submission.
In my case the frame was detached and they decline due to the reason that cracked frame is not covered, even if my sofa frame was detached and not cracked.
DO NOT WASTE YOUR MONEY!!!

Awful Awful Awful. Don’t waste your money buying this service. It’s worthless. Customer service is atrocious. It’s a big scam. The look for excuses not to fix things

Absolutely horrible. We purchased a protection plan for our loveseat, couch, and corner piece. A tear occurred in one of the seat cushions and the next day we filed our claim with guardsman. After reading other reviews we ensured that all our paperwork was filled out properly and arrived within their time frame.
They emailed us about a week later stating, «Fabric Failure/​Fraying/​Shredding — Damage caused by a defect in material or workmanship is not covered under the terms of the protection plan.» The tear occurred from someone sitting on the couch with a Swiss army knife that caught the fabric. It didn’t just magically happen from the material deciding it didn’t want to remain in one piece with no external force.
Needless to say I will never purchase this protection plan and I will actively remind friends, family, and anyone I know that this is a complete ripoff.

I wish I had known what I’d be facing before purchasing this protection plan. I’d just buy my furniture without it. The process in which to submit a claim is long and cumbersome for the customer. I’m assuming this is the way it is supposed to be by design, so they never have to actually help you.
— If I call on a weekend, there should be a reference to submit a form on the website if you know that i’m calling after hours. Since I couldn’t get anyone, I waited until Monday to call and the guy sent me instructions via email to fill out a form online.
— The person on the phone took all of my information related to the furniture break and I still had to fill out a form online. I should have been directed to the form initially.
— I am required to keep track of a receipt from a purchase I made 2 years ago. When making the purchase, you know that I purchased the protection plan, because I’m sure you were paid. Why don’t you collect that information from the furniture store to create an account for the consumer??? I shouldn’t have to keep track of a receipt for the life of my protection plan.
— I didn’t have the receipt, so I had to go to the furniture store to pick up a new copy of the receipt.
The actual process of getting my bed fixed doesn’t start until you get the form in the mail with the receipt that I had to go fetch. So, from my Monday call, I didn’t get the actual form in the mail until Friday, because I had to buy a stamp. Why can’t I email the content to you? The nice person on the phone who directed me to the website sent me an email. I should be able to email you back.
So, my form was received on Tuesday, where there still hasn’t been a final decision made on whether or not you will address fixing my bed.
— Now the form is «PROCESSING» and may take an additional week. ARE YOU KIDDING ME???
I am currently sleeping on a very hard pull out couch while I wait for this process. What is taking me a week to submit could have been done on the initial Monday phone call.

If I submit a form online, it should be an implied signature. I SHOULDN’T have to sign a physical document. If you require a physical signature, look into DocuSign or something similar. There are lots of solutions out there that could take the burden off of the consumer.
My back hurts, I’m frustrated, but I want my bed fixed. So I want to be as polite as possible. Something has to be done about that process. I’m attaching my forms and receipt to this email to show you how simple this could be. I’m also sending them in the mail in order to adhere to you existing process. I’m sure you are probably aware of all the points above. I’m also sure I’m not the only person who has complained. In the world we live in, using snail mail is an unacceptable way of doing business. The leg up that you have, that I know you are taking advantage of is the fact that I’ve already paid for the product, so I’m at the mercy of your company right now. My expectations are extremely low given my experience to this point. We will see how this ends.

Ugh, I really wish I had looked on Unilocal as many had stated before me. I am Guardsman’s latest victim and relate to almost everything in the reviews below, except that 2 months after filling my claim I still don’t know what’s going on. Or I guess I know what is not going to happen.
The thing is, buying the plan would probably have never occurred to most of us without the furniture store pitch.
MY SUGGESTION is that everyone scammed by Guardsman go Unilocal on the furniture store where they bought the plan (as I plan on doing for Bo Concept). One doesn’t need to give less stars to their favorite store if one doesn’t want to, but how about warning people no to buy their offered Guardsman scam? I bet this will get the stores to stop selling it.
Any news on the class action?
Pablo.

Scammers!
I wish there was a minus 10 stars option…
Save your money!
This is a complete rip-​off.
If you ever have a claim, it will take hours completing all of the documentation and follow up, only to have your claim denied.
They will always find every loophole not to cover the damages.
I will be filing complaints with the BBB, California Attorney General’s Office and the Federal Trade Commission.

We seems to ran into the same problems
…I will have to escalate this. I will contact the fair trade commission and the better business bureau in every state. Money is too hard to earn to waste here. Who’s with me on this. Strength is jn numbers.

Don’t buy.
I wish i checked reviews before buying my plan. They never fix anything and always find ways not to cover the damages.
Scam!!!

DO NOT BUY
I found a small puncture hole in my sectional a few days after setting it up after a move. I went through the archaic process to file the claim online and snail mail. A few weeks later Guardian had a repairman drive 3 hours from Atlanta to tell us that he could not repair it and it may have to be replaced. A few days later I got an email that said the damage was not covered because it was done during set up. Their goal is not to pay and to find every loophole to not meet the agreement in their very specific warranty. I filed a complaint with BBB. I won’t expect much, but even if I prevail on this, it’s not worth all the time and effort to make this sham of a company do what they are supposed to do.

We purchased a bedroom set from Kittle’s Furniture in Columbus, OH, and were somehow convinced to purchase the Guardsman Furniture Protection plan by our salesman. A few weeks ago, one of the rails in our bed frame gave way and split apart after my husband lay down on his side of the bed. Remembering the protection plan, I called Guardsman and was instructed to fill out a claim online. As other reviewers have stated, this process is convoluted and confusing, requiring one to choose from strangely specific, yet often vague drop-​down choices that detail the damages. Then you must attach photos of a very specific digital size— and the uploading process is slower than molasses. In the end, you are forced to print out a document, sign it, and mail it to Guardsman in Grand Rapids, MI.
We sent out our doc via Priority USPS and it was delivered and electronically ‘accepted’ by Guardsman within 2 days. After that, I received an email stating that the claim would be evaluated and then we’d receive word soon. About 10 days later, I got another email telling me that a repair worker would be in contact with us soon. Within two days, he’d made contact and was able to come out to repair the bed rail within 3 days.
Our repairman arrived in an unmarked truck and did not have a uniform shirt or a displayed ID. He evaluated the damage and got right to work. It really was not a difficult repair, just a reglue and rescrew with longer screws (original assembly was probably done with incorrect hardware). He noticed the other bed rail was beginning to show signs of stress and repaired that one as well– CONTRARY to Guardsman’s stated policy that the repairman may NOT repair anything other than what is in your claim.
In reality, my husband could have fixed this himself and we could have skipped three weeks of sleeping on our mattress on the floor. But we’d bought the G.D. service plan and I was hellbent on using it! I thought for sure we’d have a terrible experience, but ours was frankly pretty average. Does it have ANYTHING to do with the fact that we now reside in Grand Rapids!!! Who knows!
My two cents– DO NOT buy the Guardsman Protection in the first place. But if you do, you might as well try to submit your claim. Make SURE you say it was an accident. Contact your furniture store first and have them help you with the wording of the claim if need be. Be very diligent in following their specific and silly rules for the online claim process. Follow up soon and often.

Worst company ever and they know it too.
Submitted my damaged couch a year ago and no response and yes I followed up. They really don’t care about the customer and that’s sad.
This business won’t learn and the furniture stores that sell this insurance knows it too but still sell or to unknown customers.
Shame on Mors Furniture for selling this still. They know they’re bad.
This place never contacted me back ever and I called many times. Don’t get the insurance. Not worth it at all.