Gardner White Furniture & Mattress Store — Attraction in Ann Arbor

Absolutely horrible service. We purchased a sectional, loveseat, and sofa on March 30th. They told us that the sofa and loveseat were on backorder and wouldn’t be available until the end of April/Mid May. A week later, the first delivery for the sectional was scheduled. When the delivery men arrived, they told us that one piece was stabbed by a forklift, another was missing, and another wouldn’t fit. They would have to charge us another $150 for disassembly and would have to reschedule delivery. So of the six pieces we were expecting, we received an ottoman. We tried calling the store four times that day before we got a call back from a manager. She offered to give us a credit for the delivery fee and cover the disassembly fee. However, it would be another month before anything was available. About a month later, we called for an update and were told that part of the sectional and the loveseat was ready but the other pieces were still in transit. She asked if we wanted to have what was available delivered and I said we would rather wait and get everything at the same time. We received another notification that the delivery was ready about a week after that. We called to confirm that the disassembly piece was included and they were completely unaware. They checked their notes and said that they didn’t know that they were covering the cost but the credit for delivery was already issued. They said it would take another couple days to get the disassembly piece done. So we rescheduled a second time. Two days later, the third delivery was attempted. They got the rest of the sectional downstairs but left several scratches on the walls, pushed the basement railing into the drywall, and chipped off part of the molding. There are multiple routes through our house they could’ve taken to make this easier and less destructive but they chose to ram the sectional through the smallest hallway. Afterward, they told us that they didn’t have the sofa or loveseat. None of the deliverymen wore masks while working. For the past month and a half, we’ve been disassembling our house to make room for new furniture that doesn’t arrive. There’s zero accountability or customer service follow-through on their end. Everyone keeps passing the buck to another team saying it’s the deliverymen or the people who load the truck or the someone in-between. This has been an absolutely horrific experience and we will not be shopping with Gardner...

Mattress buyers beware! We went here last week to purchase a mattress as the selection appeared to be decent. We prefer a medium firm mattress with springs and a nicer cushion top. We chose one that felt the most comfortable and soft to lay on without being too soft or too firm. The mattress that was delivered to our house 2 days later felt like we were laying on bricks. We checked the tag to be sure the correct one was sent and it matched, but this is in no way the same firmness as the in-store one we chose. We believe this mattress was definitely mis-marked and feels like it is a very much the ultra firm one we also tried in the store. This has been creating pain to our hips, back and shoulders. We contacted the salesperson Rudy, who previously had assured us the mattress would be returnable. What he did not verbally tell us is that they would not exchange it until we tried it for 60 days and then if they deem it eligible for "reselection", they will let us pick a one time in 10 year exchange. He set a folder on a table near us that had this "pledge" on the back and had us put our paperwork in the folder after purchase. On the front of the folder in large letter it states "Love your mattress or pick out a new one". On the back is the pledge where they try to convince you that you need to lay on this painful mattress for 60 days or there is nothing you can do. In the meanwhile, they will distract you with the gift of 2 free cheap pillows and a $50 e-gift card that will be coming your way sometime in the future. We spoke to corporate who reiterated the "pledge" and gaslit us with the idea that we can't possibly know that it's too firm yet. We are not prone to exaggeration and have bought many mattresses over the years and have never had one that felt so very different from what we purchased. Our family and friends who have sat or laid on this mattress have also stated it is like laying on concrete. So now we have purchased a mattress topper elsewhere to help us get through another night. Unfortunately, since the mattress underneath is so firm, it does not help much. Our choices are now to sleep on a painful mattress, buy a whole new mattress elsewhere and exchange this one at 60 days, or to sleep in my chair at night. Another painful lesson learned about where not to shop in the future and to ask better questions amidst the distracting...

I recently made an online order for a sectional and requested that it be delivered today, 5/27/2020. The order was placed on Monday, 5/25 and I missed a call from their associate, Mario. He left a voicemail asking me to call back regarding the order. On Tuesday, 5/28, I called back and was told that Mario was off today and I should call back tomorrow when he returns. I asked if there was anyone else who could help me and was told no. When I asked why, the person whose name I don't remember, told me that Mario is the designated agent for the online order so I can only speak to him about my order. I thanked her and hung up. Shortly after, I decided to call back as I felt that someone else should be able to give me some information related to my order. If the sectional was not available, then anyone with access to their inventory would know this. After waiting on hold for over 30 minutes and being number #1 in the queue for 10 minutes, I was directed to leave to voicemail. I left my information and hang up. After about 2 hours, I called back. Again, on hold for 30 plus minutes and then prompted to leave a message. On 5/28, I called at about 11:45 am and was on hold or about 45 minutes and told to leave a message. I called back and was finally connected to someone. I explained my issue and asked to speak to Mario. He informed me that my order was in processing status and someone will call me today. When I asked why he couldn't assist me, he indicated that he is not the designated associate. I hung up again and waited. Finally, at about 6:33 pm, I received a call from Mario. He informed me that the sectional I selected would not be available until late June. I asked if he could check the availability of another sectional, which he did and said that it would not be available until late June. I decided that I wanted to go ahead and just cancel the order and look elsewhere. When I told him I'd like to go ahead and cancel the order, he said sure and hang up. I was in the middle of asking how long the refund process would take to reflect the credit back on my card however Mario did not have the patience to finish our conversation. I will definitely not be selected another option from Gardner White and take my...