ComplaintsforGardner White Furniture Company

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a bed room set from ****** white for $1,059.98 on 11/6/24,which I have been a steady customer, I was together a digital $75 And $50 master card and then have not received it yet ,I tried to call the store and they said I should have got the items, I **** ****** white do there customers right,I hope I get my cards

  

  Business response

  11/14/2024

  Greetings,
  

  Upon further review of this order, delivery was done on 7/11/2024. From the day of delivery, the Mastercard rewards can take up to 2 weeks to be processed and sent to the email address on file. 

  We have reached out to our Elite Rewards team to have them re-send the email to claim these rewards. The email that you will receive will be coming from ****************, through this email you will have a code given to you and a link, you will need to go into the link provided and type in the code that was given to claim these rewards.

  I hope this cleared up any confusion, if you have any further questions, please reach out to our customer service at ************. 

  Kindest regards.
  

  
  

  Customer response

  11/14/2024

  [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

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/26/22 we purchased a love seat from Gardner White on **************************. We paid $1,108.69 which included a 4 year extended warranty. In April of 2024, we called to make a claim on the warranty. It took 2 months before someone came to assess. Then another month for a part. 2 more weeks for appointment for repair. When repairperson arrived, determined was not the right part. Had to call and reschedule. Waited another month for follow-up repair. Had a confirmed day and time range. Repairperson never arrived, never called or texted. When we called, were told yes it was a confirmed appointment, but could not explain why no one showed. We rescheduled for a month later, first available for them. On 9/16/24, with a confirmed repair appointment, no person showed, no call, no text, no email. We called the repair number and were told we had to call Gardner White and that we could not speak to manager. We called Gardner White main number and were told they could not help us and that we had to call the repair office. Again, we could not speak to a manager. We called the Gardner White store were we bought the furniture, and were told they could not help and that there was no manager to assist. We have been without the use of our furniture for 6 months with no resolution in sight. Gardner White will not assist nor give us any means to resolve our issue with the warranty we paid them for. We paid them in good faith. We now have no use of the furniture nor any means of resolution. Please warn others that Gardner White does not honor their contracts nor make any effort to make good with their customers.

  

  Business response

  09/18/2024

  Greetings,

  Upon further review of this order, I see that the extended warranty company recently handled this though a manager call on 9/17/2024, and you are now scheduled for a service inspection on 10/2/2024.

  If you have any further concerns before or after this appointment you can call the extended warranty company at ************. Or you can contact Gardner whites customer experience at ************ and we will help you out to the best of our capabilities.

  With that being said, please keep in mind we cannot waive any decisions made by the Furniture Care Protection company. 
  

  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we purchased a sofa from Gardner White we were informed if we purchased the warranty they would fix or replace any damage including tears, stains, etc. So we did at the amount of $162.74. Within a month the upper corner of the sofa had a tear in it. We called Gardner White and they said they would have someone come and look at it. We had to call two more times because no one came. About 6 weeks later someone arrived and said the back needed replacing and it would take about 6 weeks to get that part. We waited 2 months and called and they said it was on backorder and would arrive in 2 more weeks and it would be replaced. It never arrived. We called about 5 weeks later and they said, "Oh, we don't have that part. You can get a store credit and get another one." However, the prices had escalated and they had nothing close to what we purchased before. We would have to pay additional money to them! After this, I sent Gardner White a letter stating I could fix it with fray check, and we just wanted our money back. They never answered. After a year when the warranty ran out they said we could apply it toward another purchase - the $162.74. The last thing we want to do is ever purchase anything from them again. They lied to us numerous times, stating it would be replaced, stating they had the part but it would be two weeks, and then stating, no they don't make it any more. We tried filing small claims in ************ - ************** at a cost of $46.00 and would like reimbursement for that as well; however, because Gardner White would not sign for the certified court request receiving the affidavit from the ************ it was dismissed over time. People need to know their warranty is fraud and they will play the system to avoid small claims cases.

  

  Business response

  08/31/2024

  Good morning,

   After careful consideration of your account and what you have gone through. I would be willing to refund the $162.74 for the extended warranty along with the $46 court cost. This would be a total refund of $208.74. We would then consider this a closed matter.

  Kindest Regards.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Gardner White. For the tenth time REMOVE FROM MAILING LIST. I AM NOT INTERESTED NOW OR EVER.

  

  Business response

  08/30/2024

  Greetings,

  We have submitted your information to our do not contact list. This will occur within 30 days from the submission of the request.

  However, if you would like to be removed from receiving emails, please click the "unsubscribe" button on the bottom of an email, this will immediately unsubscribe you. 

  Kindest regards

• Initial Complaint

  08/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I attempted to place an online order was told for fraud purposes I need to provide additional info. I completed there verification request however was told I need to prove a signed copy of my lease being that my id does not match the shipping address. When I inquired on why was told this was policy and you cannot ship items to a different address. When I informed the sales person Ive shipped items to a different address before. I was spoken to rudely and my order was cancelled for not complying even though the requested info was provided.

  

  Business response

  08/16/2024

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account. 
  

  We do apologize for your experience and hope we can clarify. Due to the security purposes for you and Gardner White, payments can be attempted 3 times before we need to see a proof of valid ** in store to verify the customers identity. The address on the ** must match up with the billing information on the account. This led to the order being cancelled until customer can come into any ********************************************* with a valid ** to verify identity.

  At this time, no further action will be taken due to no proof of valid **.

  Customer response

  08/16/2024

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In April of 2024, my sister took me to Gardner White to buy a sofa for my new downtown penthouse office. I had a deadline for entertaining VIP clients, so we specifically asked for an item in stock...even if it was not our top choice for aesthetics. We were told that the three pieces selected to make one long sofa were in stock and would be delivered the next day. That was not true. Only after signing and purchasing and having 2 of the 3 pieces delivered without the pillows that were to come with the purchase we learned that the third piece was not in the warehouse and that if we wanted to cancel, it would be a restocking fee. We felt hoodwinked and robbed. Had we known the items were not in stock, we would have purchased elsewhere. After complaining, we were told we would receive a gift card for the inconvenience; We never received it. When the third piece arrived, it was torn, and still no pillows. We have spoken with five different people. On our last call, a woman called "Tandem" 3 weeks ago said she would take accountability for the situation until resolution and call us back with an update after I made her aware that the pillows we bought were actually in the store. We were asked for photos of the pillows in the store. We sent them. She did not keep her word and call. We did not get a gift card. We did not receive our full order with pillows, and we have never heard from ****** White again.

  

  Business response

  07/26/2024

  Greetings, 

  We cannot find an account with the information that has been provided.

  The customer will need to provide a customer number or order number in order for us to assist. 

  Kindest regards 

  Customer response

  07/30/2024

  [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

  THe business claims not to have found any such account, but called last week stating that they had delivered the late order to the wrong address. They were to deliver to the ************************ MI address but failed to do so. I was told they would re ship to the correct address and that I would get a call. Neither has happened. Now they are claiming to not see an account at all. This is such a mess. I once again spoke with some with a name similar to "*****". 
  
  Regards,
  
  *******************

  

  Business response

  08/06/2024

  Greetings, 

  This address does not show a customer's account. 

  We would be required to get an order number or customer number. 

  Without this information we cannot proceed with anything. 

  Kindest regards 

  Customer response

  08/15/2024

  [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:
  
  The business claims they have no record of the order. The order number is: *********. I have also tried to resolve the matter with the story, but thier phones are not working well and continues to disconnect the calls. 8/15/24 I spoke with ******* at 4:26 to get a status update on the delivery of the remaining purchase as well as request a furniture repair. The same sofa has broken the same way twice since purchase. It was delivered broken. the fixed it, but it has broken again. She was able to schedule the repair but the phone disconnected regarding the pillows. I called back and spoke with "*****" She confirmed the scheduled repair but the call disconnected regarding the rest of the delivery. I never heard back from "*****" She called to tell me that the pillows had been Fedexed to the incorrect address. She was going to call back with an update. That was a month ago. I have not heard back. I am a pretty laid back person and value peach and a drama free life. I tend to let things slide with no complaints but this has been such an awful experience. 
  
  Regards,
  
  *******************

  

  Business response

  08/22/2024

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account. 

  We do apologize for the experience you have had. Upon further review, we were happy to see that these concerns have been addressed and resolved. We have ordered the correct pillows, and we have confirmed the correct address that they will be going to. I apologize for any inconveniences that you have had.

  If the customer is having persisting issues, they do have a manufacturer's warranty and an extended warranty as well. The customer can contact our customer experience department at ************ and we would be happy to send a technician out to the customer's home to evaluate the concerns.
  

  
  

  Customer response

  08/22/2024

  [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:
  

  The company has not provided a solution. I am not understanding why the business believes their recent response resolved the issue. Since purchasing, there has been nothing but empty promises, poor follow-through and disregard. Gardner White's response is simply another promise. They are not presenting the resolution. There are presenting an intention. The matter has not concluded. I have not received the delivery. I have not received the gift card promised for all the headache and the warranty they mentioned in their response was not honored when I called for service. The servicer arrived Tuesday August 20th as scheduled. However, he came with nothing more than a cell phone and didn't bother to fix the swaying of the lining under the armless sofa. This issue happened before and apparently was not repaired correctly. So I scheduled another service. Instead of conducting a repair, he told me the bottom was supposed to fall down. I showed him that the ***** nor the right arm facing loveseat had material hanging to the floor. I still did not receive cooperation. He ultimately did 2 things. 1) complained about my high-tech high security building and 2) left without repairing anything. With regards to the delivery, I finally received a 5-week late call from "*****" on today August 22nd with yet another promise. She confirmed the address for the 8th time since April. I see here the company has provided a generic response. Meanwhile, the status is exactly the same. No action. I'm still waiting for results as I have done for months now.
  
  Regards,
  
  *******************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased reclining glider (as a part of a larger purchase for $495 and the 4-year platinum extended warranty. Sales order ********* on 11/19/23, delivered in December 8. About 3 months later the rocker broke. We contacted the warranty company 3/30/24. Technician was sent out part ordered in May. The part was received in June, technician sent out to find out the wrong part was ordered. June 26th another part was ordered with a ***** week delivery time per the e-mail. We contacted Gardner White hoping they would stand behind their products (rocker and extended warranty) and not leave a customer with piece of junk in their family room for 6-7 months. Called their corporate office and simply got the explanation that Gardner White was not responsible for manufacturer defects and if the manufacturer sent the wrong part or the warranty company ordered the wrong part either way it wasn't ******* White's fault or problem. I asked if they could send us a new rocker and let Gardner White deal with the manufacturer and/or warranty company and was told if they did that for every customer they would go out of business. They must sell a lot of bad furniture and the warranty company must make a lot of mistakes.

  

  Business response

  07/25/2024

  Greetings, 

  We empathize greatly and want to ensure you that a thorough review has been made of your account.  

  We do see you submitted a claim to Furniture Care Protection on 5/9. It shows that a technician was sent to the customer's residence on 5/24 and stated, "Bad rivets in swivel rocker recliner, grinding and leaving black metal shaving on carpet. Recommend replacing part." The part was ordered on 5/29 and was shipped to the customer's home on 6/21. 

  A technician came back to the customer's home 6/26 and had stated that the part had come incorrect from the vendor. A new part order request has been submitted to send the correct part at this time. 

  Per the manufacturer's warranty, we are to service and repair the product in the event a defect has occurred. Generally, parts can take a minimum of ***** weeks to arrive. We would be required to wait for the parts to arrive in order to resolve the concern that the customer is having. 

  At this time, there would be no further action we would take due to a manufacturer's warranty requiring parts that are on order to complete concern. 

  Kindest regards 

  Customer response

  07/25/2024

  [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:
  
  Apparently, their business model is they are sales company and after they sell someone something the customer is on their own. Their suppliers control their customer's experience. We accepted the timeframe for the first attempt for repair and then when they messed up, and ordered the wrong part we get "sorry, not our problem, you have to wait because our supplier says so". Seems like someone at the executive level could say we don't want our customers with squeaky junk, in their family room for 6 months reflecting on ******* White. We'll take care of them and deal with our suppliers. Every single person: neighbors, friends and family will not only hear the chair but will hear about the service. Social media posts won't be friendly. Seems like a really bad business model unless of course all you sell is junk and then you couldn't take care of your customers (which seems unsustainable.) Their delay tactic may work as the next part may be in in the next 8-12 weeks now, but this complaint is not going away. Maybe this will help the next person and your company in the process.
  
  Wish you cared about your customers,
  
  *******************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased set of furniture in late October 2023 along with extended warranty. Found chair electric switch to be faulty and filed warranty claim on January 13, 2024 (Service order # *********). Was informed that a replacement switch would be sent and a technician would come out for repair. The wrong part showed up at my doorstep on April 12, 2024. I contacted the company immediately and was told I needed to send an email with pictures showing the old (correct) part along with the incorrect part that was delivered. Email was sent that same day (4/12/2024) with all necessary information. I received a response on April 18, 2024 letting me know that they've reached out to their service department and would contact me as soon as they had a resolution. On June 3, 2024, I still hadn't heard anything so I contacted the company via phone to explain what was going on. The manager who was working with the service department wasn't yet in that day and I was told as soon as she came in that I would receive a phone call. It is now June 11, 2024 and I still haven't heard from the company. The matching couch that we purchased now has the same issues on one end where the plugs no longer work.

  

  Business response

  07/06/2024

  We empathize greatly and want to ensure you that a thorough review has been made of your account.

  Upon further review of this order, it does look like a part is on order for the correct switch. Part orders take a minimum of 8-12 weeks to arrive in. The estimated time of arrival on the current part order is late July, which is generally the last two weeks of the month. As soon as the part arrives, we would contact the customer to schedule the part installation once part arrives. 

  The customer is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. If the customer is having persisting issues with a separate piece of merchandise, the customer can reach out to our customer experience department at ************ and we would be happy to send an additional technician out to the customer's home to evaluate the concern.

  Kindest regards 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  business persists, despite requests to the contrary on 3-4 prior occasions, in sending postal solicitations (advertisements)

  

  Business response

  07/04/2024

  Greetings, 

  We have submitted your information to our do not contact list. This will occur within 30 days from the submission of the request. 

  If you would like to be removed from email, please click the "unsubscribe" button on the bottom of an email. If you would like to stop receiving marketing text messages, you can respond with "STOP" to *****. These methods will immediately unsubscribe you.

  Kindest regards 

  Customer response

  07/04/2024

  [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

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa and loveseat, and loveseat was delivered defective. There are lights on the bottom and the light will not go off on one side of the loveseat. I wanted it to be exchanged. That has been declined on numerous requests. I requested the whole order be picked up and I would select another set based on the cool down period. I was declined that as well. I paid the remaining money on 4/15/24 in the evening. I requested a refund on 4/17/24 shortly after taking delivery. I simply would like to feel comfortable that my purchase is not defective. I feel like it's going to be a ongoing issue if it's defective.

  

  Business response

  04/21/2024

  Greetings

   

  We have received and reviewed your complaint. We empathize with any frustration you may have, after reviewing the purchase history; there was a completed exchange done on 4/17/24. The merchandise is under a service and repair warranty, replacements will only be granted if repairs are not possible going forward. 

   

  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. ↩