Gardner White Furniture & Mattress Store — Attraction in Canton Township

I am writing this review to WARN anyone considering purchasing furniture, especially theater seating, from Gardner White. Our experience has been nothing short of a complete and utter disaster, bordering on a scam. We invested nearly $9,000 in what we thought would be luxurious, high-quality theater couches, and we have been met with nothing but disappointment, shoddy craftsmanship, and appalling customer service. First and foremost, the quality of these couches is atrocious. The fabric is shockingly cheap – the kind of material you'd expect on a disposable product, not something you'd spend thousands of dollars on. And the "wear and tear" they're trying to pass off as normal is a complete joke. We're talking about significant wear and tear, on all of the recliners, in less than two months of gentle use. It looks like we've owned these things for a decade, not a few weeks. To add insult to injury, the features we paid a premium for are also defective. The Bluetooth connectivity is unreliable at best, constantly cutting out and failing to pair. It's a frustrating mess that renders that feature completely useless. And the vibration in the recliners? It's not a soothing massage as advertised; it's a loud, obnoxious rumbling that sounds and feels like the furniture is falling apart. It's more of a distraction than a relaxation feature. The installation team was equally incompetent. They were careless, unprofessional, and seemed to have zero regard for our home or the furniture they were handling. There was damage to the walls, and the couches were not even assembled correctly. It was a rushed, sloppy job, and it's clear they prioritize speed over quality. But the worst part of this whole ordeal has been Gardner White's response to our complaints. We requested a change, given the absolutely unacceptable condition of the couches after such a short time. Their response? We were told, and I quote, that it's "normal" for recliners to wear out in less than two months. Normal?! For $9,000?! This is beyond unacceptable; it's insulting. They flat-out declined our request, leaving us stuck with these ridiculously overpriced, poorly made excuses for furniture. This isn't just a case of buyer's remorse. This is a case of being sold a bill of goods, of being blatantly misled about the quality and durability of their products. Gardner White has demonstrated a complete lack of integrity, both in the quality of their furniture and in their customer service. Do yourself a favor and take your business elsewhere. Gardner White is a company that clearly does not value its customers, does not stand behind its products, and is perfectly happy to take your money in exchange for garbage. You will regret it. You will be throwing your money away. You have...

Our sales experience went well enough - but our after sales experience has been riddled with bad communication and unprofessionalism.

The sales team was patient with us as we finally decided on a configuration of their modular two unit - which we do like for its function and durability.

During the sale, we inquired if each unit needed its own power, or if the plugs daisy chains within the unit into one plug - at the time, the sales members believed they were daisy chained. Upon delivery, we learned that wasn’t the case, so now we are spending extra $$ on a power strip.

‘White glove delivery’ was pretty terrible. The guys were nice enough, but did not have proper training in putting this unit together. We spent the time to double check that the backs were properly attached - when we brought up that a couple of them were switched (based on the way the material fell), we were initially dismissed until we asked them just ‘to try’ it the other way, at which point they recognized the error.

After putting the backs on the units, they took their photo and were ready to head out - without the pieces properly set next to each-other and without any connectors to keep them together. We asked about connectors and they said they didn’t have any, which is where the next chapter of this saga begins.

I had them stay while I called our sales rep to ask about the connectors. She apologized and said they would be sent out.

A few weeks later, we have no additional calls/updates and still no connectors. Call back, get another member who looks up the haphazard install photo, apologizes, and says they’ll send us the connectors.

Another week later and no additional communication and no parts, we call back again - this time to be told there isn’t such a thing? That they sell this sectional without anything to hold the pieces together?

Finally, visited the store itself, and the staff is still confused and unclear on what this set is supposed to have to connect the pieces - with one member even mentioning that there are optional straps that we would have to buy separately - of which was not been mentioned by any of the previous four people we have talked to and chatted about this. Ultimately, they said they would recheck, and give us a call back in a few hours, which have now elapsed.

The issue is unresolved, the staff don’t seem to know how to advise us to resolve us, and we paid a required $180 for untrained white glove delivery that left the pieces in the middle of the room.

**Update: it’s been 3+ weeks since that last interaction and zero people have attempted to contact us, including the supposed manager who would get back to us ‘in...

This is my first time ever buying new bedroom furniture and a new mattress and bed frame. I bought here from being a huge lions fan and over the years from friends and family. I was treated dishonestly and lied to and taken advantage of. I was misinformed and misguided about the Return process after I bought an extend warranty on the matters we got at $150.00 extra for the protection warranty. We did see the sales guy 2 times during that 60 day waiting period for the new mattress exchange. Actually 3 times including the time we bought the mattress. I was not informed of a tech coming out to check the condition of the mattress. I was not informed of a $200.00 restocked fee and a $200.00 mattress fee and another fee for $50.00 dollars. That’s $450.00 I would loose on the original mattress price of 1,890. So now am down to $1,440 dollars to spend on a new mattress unless I come up with an extra $450 dollars after I spend it on a warranty per. My sale guy. He told us no problem just walk and let them know you want to exchange the mattress. So now I feel like they are stealing $450.00 from me and I was taken advantage of. Yes I was told by the lady on the phone from corporate you signed the paper work and should have read over it because it’s all in there. I said that’s not the point. She refused to listen to me and cut me off a lot of times. I said okay 1/2 my and 1/2 sales guy for not explaining this pledge exchange you have. She wouldn’t listen and kept telling me it’s on the web site and on the back of the fold and hinting the sales guy did no wrong it’s my fault . She had no emotions towards my terrible experience at this store. I hope the new CEO will clean house and get this corrected so no one else feels like this. Am stuck with a mattress now that we don’t like and am not loosing $450.00 to switch it out. Also according to another fellow sales employee the sales guy sold us a lower brand mattress and should have sold me this other mattress that’s a better brand they know a lot more about the standings in this other mattress company. I know am just a pebble in this ocean but, maybe some one at corporate will get it. What ever happened to the customer is always right? I will say this Don’t experience what I did and go...