Gardner White Furniture & Mattress Store — Local services in Auburn Hills

The home delivery was a nightmare. First they promised to have our couch to us the next day. Then we are told to wait for the time between 3pm and 6pm for a time, they called and told us between 9pm and 10pm so we went ahead and gave our old living room furniture away and ready for them to come with our new furniture, then at 915pm my wife gets a call that they had a incident and would not be able to deliver the furniture until the next day. Annoyed and given no other option she had no choice but to say OK. I asked my wife what time they said she was told sometime in the PM. I did not understand how we wouldn't be the first delivery since they did not come when promised also with common sense in mind I just assumed if our stuff is already on the truck why again would it not be first thing in the morning.

I attempted to call them back about 5 min after they called us and there was no way to talk to anyone only thing I could do was leave a voicemail which I did.

The next day I received no phone call in return. So around noon I called them asking for a status om our order and I was told that it would be there sometime tonight but they couldn't give me any kind of time other then that. I asked why it wasn't the first delivery. They had a attitude and said we agreed for a late delivery and we did not and my voicemail also explained that late delivery was not OK. I asked to speak to a manger and was not allowed to do so, they put me on hold and spoke to the manger and the only thing they said they could do is when the trucks start coming back between 3pm and 6pm they would try to make it the first stop on the truck they put it on, but if not first, then second or maybe third.

Hours pass and I called them at 445pm and ask for a time and they told me they would be sending it out on the truck in a hour or a hour and a half and until it leaves they wont know what delivery order mine would be in. Then after talking and being put on hold again they told me they would let me know. About 5pm they email us telling us we are the first delivery between 5pm and 8pm.

They arrived around 630pm they had issues getting it into my home. I understand it isn't easy, but rather then take the storm door shocks off they ended up breaking the door frame on our front door, scratching and gauging our front door, bending the shocks on the storm door, and scratching the wall.

Then after they assembled the furniture they left cardboard everywhere especially under the couch. They also never made mention of the damage to our home they had done in rushing to get our stuff in the door. I understand accidents happen but when you don't do everything you can to avoid damaging someones property and then try to get away with it by not admitting to the mistakes made and apologizing that is unacceptable. If they would of addressed the accidents with our door and wall I would of let it go and made the repairs myself.

Because of this we would never buy anything from this company again, also we will make sure to warn everyone of this horrible ways they treat their customers and from what I see in the past reviews isn't just a one...

As always, a salesman who was pushier than I would care for meet us at the door. But we never saw that clown again. We were trying to find a couch we had looked at a month earlier. As we were ready to buy. We had taken a picture of it. But we’re having trouble finding the photograph. So the next salesman came along asking if he could help. And I said it’s a 96 inch long couch that has swatches for a custom colors and fabrics. Two pillows along the top. And no recliner options. And yes, it was just over $1000 a month ago

He took us into the room where the sale stuff was at. Started putting us off, like he wouldn’t have no chance to make the sale. Maybe because he didn’t think we could afford it based on our appearance? I don’t know why. But he was claiming it may be was sold.

I started getting short with him. And had to explain myself a second time.

And he disappeared.

We sat down on the couch and finally found the photograph of the couch. We were ready to buy.. Showed it to him when he came back the second time. And of course, he walked us right over to the exact spot. It was in a month ago in the store. Replaced the custom order for the custom fabric and color along with pillows. And the salesman moved along briskly the way he should have earlier! After he figured out, we were ready to buy!

From that point, everything went very well!

I just don’t know why we had to jump through hoops earlier in the process? Waiting for him to discover we were ready to buy!

I hope no one’s disappointed by my review. But I feel it’s important to care for your potential customers professionally right from the start. I didn’t like being second guessed. Just because we had to find our way back to the couch, we intended to purchase in a roundabout way!

I feel Gardner White has the best selection in our area. And is ultimately a good value. As compared to other furniture stores in Oakland County.

But they’re always seems to be some kind of runaround. The best sales people, Cant tune in to their customer or potential customer quickly. That’s the only area you need to work on. In this instance/sale!

Now in the past, everything went well until we got to the first month payment.! That’s another story, but I can complain about it here. I get talked into a gardener white credit card. And yes, the first payment was problematic. I thought it I had it all set up for monthly automatic payments. And it all went wrong. You could work on that area as well!

In my case, I’m lucky enough to simply pay it off in cash after I start having problems with monthly payments. But a lot of potential customers aren’t that lucky. And they need a good payment program. You can do better there as well! A human being, guiding you through the...

Zero Stars - Worst Customer Service Experience at Gardner White Auburn Hills

I’m beyond disappointed with my recent experience at the Gardner White Furniture store in Auburn Hills, and unfortunately, I have to give them a 0-star rating. Last night, I visited the store in hopes of making a purchase, but what I encountered was nothing short of shocking.

The person who was supposed to assist me was named Brian, and I can honestly say he was the worst customer service representative I’ve ever encountered in my life. His attitude was rude, dismissive, and completely unprofessional. It’s hard to believe someone with such an awful attitude is allowed to interact with customers, especially in a retail environment where customer satisfaction should be top priority. When I politely asked him to call the manager, he arrogantly told me that he was the manager. I was stunned.

To make matters worse, the girls at the reception desk were laughing, almost as if they were in on the joke. Brian’s behavior was so out of line that it seemed like the entire store had no regard for providing a respectful or professional experience to customers. I was treated like I didn’t matter, and it honestly felt like I was in a circus instead of a store that’s supposed to offer quality products and service.

This experience raises a lot of questions about the training and customer service standards Gardner White upholds. It’s clear to me that Brian never received any training on how to properly engage with customers or how to treat them with the respect they deserve. It’s a shame to see someone like him represent the brand, and I truly wonder how he even got hired for a customer-facing role.

I will never return to this store again, and I strongly urge anyone reading this to stay far away from Gardner White in Auburn Hills. If this is how they treat their customers, I can’t imagine how bad their service would be if there were any issues with your purchase. I will be taking my business elsewhere, and I recommend others do the same. Absolutely...