Gardner White Furniture & Mattress Store — Local services in Genoa Charter Township

We bought a $6k sectional & $600 dining set in 7/‘24. Salesperson:Amy. She acted like she knew everything&was reassuring. We trusted her. She asked questions&again, acted like she understood. She quickly went over order w/us, “just ordering pieces,” went over warranty w/us “any pet/kid stain/issue from slobber/pee/tear in the corner/puke, everything is covered, just give us a call&we’ll take care of it for you. If we can’t fix it we’ll get you a new piece. If it isn’t available, we’ll give you the equivalent upgrade. It’s easy&it pays for itself! You want this for a long time! Here, take this cleaning kit&bring back the empty’s, we’ll replace them for you for free!” When we said we wanted exact configuration as it was in store, she forgot a console. When the couch was delivered WELL after schedule, approx 9:30 at night, it was wrong. I called the store&they said it was our fault. We got a new console ordered, but they refused to deliver it&would take a few weeks because it was back ordered? No it wasn’t. They refused to waive delivery fee because of course it was our fault in trusting Amy. I asked again when console would be available,&the person magically found one in their local warehouse! &we could pick it up&just install it ourselves (ProTip DONT DO THIS). I asked them to make sure my name was set as the pick up person because my husband works long hours&I needed to be able to pick it up. They said no problem at all! We will call you when it’s in between 12-1. I ended up calling at 4:30 asking where it was. They said it was there, so I asked where I needed to go. He said, oh you can’t pick it up. I asked why not, he said my name wasn’t on the order&my husband would have to. I said excuse me, I talked to (person)&he said he would leave my information as pick up person. Well he didn’t. I said I can prove my identity, show you my husband’s ID, get him on FaceTime, like what can I do to make this work. He had the audacity to tell me I could be a vengeful exwife trying to steal my exhusband’s sectional console. Even though we were literally in the store, in person, talking to that exact person three days prior, placing our order. We talked about his tattoos. Honestly I was flabbergasted. I was admittedly crying (because that was disgusting behavior),&hung up on him. I let my husband know what happened&he was absolutely livid. He was stuck at work&would call later. 1 hour later I received a call from the man w/audacity saying it was a mix up&that I could pick it up. Honestly I didn’t want to see anyone there, it was awful to have been treated that way. Anyways, console was picked up. My husband&teenage son installed it that night&that was awful. The folks who installed it previously bent the rails the pieces slide into! The console doesn’t fit. & now our couch is horribly misaligned! 3 mos later(10/‘24)&our pup bit the corner of 1 console. We said oh no, glad we got the warranty! Called GW&explained the issue, lady laughed & said “aww oh no! Well, unfortunately we don’t cover any pet issues.” Excuse the heck outta me, what?? We paid $6,000 for this sectional&the extended warranty that was sold to us, & now you just don’t cover it? “No sorry, let me transfer you to your sales person!” The store answers & they say our sales person Amy no longer works there. Of course she doesn’t. Of course GW sold us lies. Of course we bought their lies. Of course. We had a HUGE credit card with GW&I can assure you, it is paid off, closed&we will NEVER be back. Ashley furniture offers warranty that covers pet issues. In fact, several do. &also, GW warranty page says “we cover pet stains & issues, urine & stomach fluid!” While simultaneously stating they don’t cover any pet issues. Make it make sense! Awful. Absolutely abhorrent. I have never felt more taken advantage of. Please never buy furniture from GW. Oh, also, the wireless chargers & outlets on the sectional that were so super cool? They overheat & never work. Fun stuff. Useless $6,000 sectional from a useless company. Bet $10 they won’t reach...

The entire process front to back was a joke!! I’ll never do business here again and will do my best to spread the word to my community not to purchase from here. Sean Clarke the sales manager who sold us sat directly in front of my wife and I bragging his sales associate about the $10k commission they were going to get on the large purchase from the client that had left right before us. Then he lied to us and we were told the couch we wanted was in stock and would be delivered within a week. 3 months later, 4 wrong delivery’s, and then trying to get us to just accept 3/4 of a $6000 couch. It was apparent they didn’t have the couch they promised us, nor were they able to get it anytime soon. For all of our inconvenience their corporate office stated they would give us 2 $250 visa gift cards and they sincerely apologized. We never received the cards. We called Sean with all of our concerns, he states does not no why they would do that “no one is allowed to do more than $250”. Guess what didn’t get that card either. So after 4 months and my living room torn apart I offer to take the display model and be done with they whole thing. Sean had the audacity to charge us a $399 restocking fee that we just sucked up and paid. Last but not least on the 5th delivery another piece was missing so I had another delivery that night around 11pm. The delivery driver states “this happen more often than not and to contact the complaint department but they most likely won’t get back to us” then proceeds to tell us he cant get the couch properly installed because the connecting slides are bent and him and his crew left couch in pieces. My wife and I did our best to get it put back together and discover the usb do not work, nor do the outlets. I’m not an unreasonable person but this was a joke!!! I don’t normally leave reviews and think some people have to much time on their hands but this was such a poor experience that I feel like I owe to tell as many people as possible and anyone spending their hard earned money to use any of the several other stores to get...

Our experience at Gardner White in Brighton, MI has, so far, been excellent. Our salesperson, Harlan G., greeted us as we first came into the store. He was very nice and asked my husband and I what brought us into their store. After we told him what we were shopping for, he pointed us in the right direction, spoke briefly about the products (he was very knowledgeable) and left us alone to browse; we were able to sit and tryout the reclining functions of the leather pieces without him hovering over us each time we moved on to a new grouping. He would check in with us periodically and was always nearby if we had a question to ask. THAT makes for a relaxing shopping experience!! Thank you, Harlan!

As we narrowed down our choices, Harlan gave us more information about the sale they had going on, checked on stock, explained the white-glove delivery service and more. He gave us his business card and introduced us to his partner, Kristen. We left knowing we would probably be back to buy but not before we checked out the competition. I have to say, hands down, Gardner White ticked off all our boxes and has outshined their competitors by several hundred watts!

We are happy to say that just a few days later we called up Harlan to make our purchase. Unfortunately he was out that day, but Kristen took over immediately. She had written up our order, got us the special financing, explained things thoroughly and got us set up for delivery ASAP! Our fingers are crossed that if Gardner White’s white-glove delivery service does their job as well as Harlan and Kristen did theirs, then they have two new loyal customers for life!

With...