Gardner White Furniture & Mattress Store — Attraction in Warren

I walked into the store to purchase a bedroom set for my home and the sales process went very smooth. I signed up for next day delivery and that's where things went south.

The delivery was scheduled for the next day in the evening route where I was told to expect my furniture by 8 pm at the latest. I was then told at 10 pm the delivery was not going to be made until after midnight and the driver (laughing on the phone when I picked up) essentially volunteered me to opt into a delivery for the following day. Very unprofessional.

So, I got back to my sales rep and he told me I will receive a $250 REFUND for the inconvenience but it will take place after my furniture was delivered and assembled. The next day when the drivers came, they arrived in an enterprise truck with no proper equipment or shoe covers to deliver the furniture in a safe or clean way.

They almost dropped my furniture multiple times going up stairs

They stained the carpet on the stairs, they scuffed the dresser up beyond any repair/touch up could cover (This was the only thing Gardner White actually cared to make right after all of this happened)

At one point one guy struggled so much with the chest, I had to step in and make sure my walls and floor were not going to get damaged due to their lack of ability to carry the furniture up the stairs

The chest was delivered with the undercarriage completely blown out and destroyed

The footing of my bed was completely destroyed before getting off the truck. It was torn apart in the box and had several cracks and holes in it

The side rails to my bed frame were crushed upon arrival

The mirror arrived with missing parts which delayed it's assembly

When I went to the sales (Jaden) rep for an explanation and some sort of way to make it right, he completely ghosted and refused to respond to my messages/calls.

I figured I'd call the corporate customer service line to at least get the $250 back (that I have proof of in writing for) and they have only given me empty promises and terrible expectation management (They promised a call back with an offer to make it right and also ended up ghosting me). I called them and was given a 24-48 hr window of a call back guarantee and it's been over a week where I've heard nothing from them.

So, the summary of all of this is that Gardner White's customer service is quite literally the worst I've ever dealt with (You can actually find better down the street at Value City Furniture). Next day delivery turned into a 1 month long mission with weekly visits to the store due to lack of accountability by the sales rep, and Corporate will just give you the run around because they also don't understand what accountability means for a business.

This has quite literally been the most disrespectful and unprofessional experience I've had with any business every in regards to customer service, product quality, and overall experience. It's been an absolute uphill battle from start to finish with a company that claims they're the best to do it. It's pathetic and I will never set foot in another Gardner White again nor will I ever recommend someone else...

I cannot express how incompetent this company is. I ordered and paid in full for a design lab couch in February and was told it would be 6 to 8 weeks . I called them the first week in April and was told it arrived, so i kind of wondered how long it had been at the warehouse. At any rate, I set up the delivery time and it came when scheduled. When the couch arrived, it was clearly the wrong item. I received a 2-cushion couch, not a 3 cushion. how no one checked was surprising to me but we reached out to let them know, they apologized and let me know they would order the right one. About a week later I was told they had made a mistake and what I ordered was not even available. in short, I ordered a 3-cushion couch with deep seating and a specific length. Turns out that particular design is only available in a longer measurement. This was a drag because that it would now partially block a window so I had to go back to the store an look for other options. I was unable to find anything that I liked compared to the arm style, leg style and color of the design lab product so , I bit the bullet and decided to move ahead with the longer couch and just live with it. Then I waited , again. 2 months later, after checking frequently with no ETA, I got the call the new couch was in and arranged delivery. UNBELIEVABLY, the delivery truck arrived and off loaded THE EXACT SAME COUCH AS THE FIRST ONE. I was, once again, STUNNED that no one checked during or after manufacturing to ensure I received the product I paid for and now waited two times to be delivered. I asked that someone call and discuss with me how we were going to get this resolved. Frank contacted me a week later. When I asked how they would make it right, he stated that they had already " ...waived the restocking fee..." and told me they were expediting the new couch. For real... they thought that not charging me a restocking fee on THE WRONG couch was somehow doing me a solid? I was way to frustrated to continue with the conversation and just left it alone until I could talk to someone over him. After over 2 weeks, I finally got tired of waiting for a call back from a manager that was on vacation and called the store today. After explaining the situation to the woman that answered and her letting me know that the ETA was mid August, she said that she would get a manager for me to speak with. I waited on hold for 18 mins until the original sales person picked up and let me know he had a call in to the manufacturer for an ETA (i was already given that info though) and that all the managers were in a meeting and I would need to call later in the day if I wanted to speak to anyone. I'll let you decide for yourself if you want to deal with this level of incompetence and lack of follow-up with your next purchase. UPDATE. here we are over 7 months later and the customer service refund i was promised has still not arrived, called left un returned and swatches i was promised when I ordered in February still have not arrived. ZERO...

Subject: Urgent Complaint – Broken Table Delivery, Forged Signature, and Unprofessional Conduct

Dear Gardner White Management,

I am writing to express my extreme disappointment and frustration with the recent delivery experience involving two of your delivery personnel: Jackson, Jeremiah (H) and Redmond, Dayvon (H). The level of service I received was not only unacceptable but also felt like mental harassment.

Key Issues: Broken Item Upon Delivery: The marble table was delivered damaged, for the second time. The first delivery already had missing hardware and damage, and now the replacement has also arrived broken. Forged Signature – FRAUD: The delivery team did not take my signature—they forged my name and signed on my behalf without my consent. This is a serious fraudulent act and a complete breach of trust. Unprofessional & Rude Behavior: The delivery team was rude and disrespectful. When I politely asked them to handle the table carefully, they responded with hostility and treated me with complete disregard, as if I was not even human. They almost damaged my TV during the delivery. Incomplete Setup – Safety Hazard: They were supposed to set up the table, but they left it upside down on the floor and walked away. I have a child who plays on the floor, and this creates a major safety risk in my home. Wasted Time Off from Work: I took two full days off work for these deliveries, and both times ended in disappointment and further inconvenience. No Resolution or Credit Return: Despite my multiple attempts to contact the store and customer service, I have yet to receive the promised credit. I feel completely ignored and exhausted from chasing down basic accountability.

Final Thoughts:

The in-store sales experience was pleasant, but the delivery service is an absolute disaster. I am truly appalled by how poorly your delivery team handled the situation. If this is not addressed immediately, I will be forced to escalate this matter publicly and through consumer protection channels.

I urge you to: • Investigate this incident thoroughly. • Take disciplinary action against the individuals involved. • Process my credit immediately. • Send a professional team to correctly deliver and set up the replacement item.

I have attached photos of the current condition for your review. I sincerely hope this matter will be taken seriously and resolved without further...