Gardner White Furniture & Mattress Store — Local services in Novi

I worked with Patrick for my furniture purchase. He was patient working with me to select a set that fight properly in my room and had fabric that matched my decor. He made the purchase process easy and was not annoyed that it took me a bit to select. I appreciated his patience and approach to the sale. It was what customer service used to be, and should be now.

In August I spent almost $7000 on furniture. The salesman was great and very helpful as noted above. Over the last three months we have noticed the poor quality of our chaise lounges. First, one of them ended up with a dent in the arm. The arm base was made of cardboard. Then the zipper completely came off because there is no stop piece at the end. The seam of the cushion also came unsewn. I called for service to come out and it took over a week to get an appointment. The service tech said that the arm was customer accident, which I don’t agree with because I wouldn’t have thought an arm on a 1000 chair was made of cardboard. The tech said that the zipper and cushion coming a part was a manufacture defect. He said they would order a new cushion casing which could take 12 weeks. I would then have to have my chair picked up and pulled out of my home for over a week to have the arm repaired. I said I wanted a new chair. I spoke to a customer service representative who said she would speak to a manager Monday and try to call me around 8. I called the store and asked for a manager. No manager would come to the phone. Monday morning came and went. I called the customer service representative who told me she would find a manager. She came back to the phone and said the manager said it was all my fault and I had to take service. I asked her about the cushion. She had no idea what I was talking about and started to try to go back through the notes. I asked to speak to the manager multiple times throughout the conversation and was told managers don’t talk to customers!!!!! The customer service representative couldn’t answer my questions though. She had no clue. I have worked in retail for many years, as a buyer, as a furniture representative, at Art Van on the sales floor, and at my father’s furniture company. This piece is defective and I want a new one. I am so disappointed with the lack of customer service provided by Gardner White. I have zero answers with regards to how to even get help because the women doesn’t know what she is talking about and the manager won’t...

I never write reviews but I had to for this. I am livid. To start off, customer service was eh. The guy originally helping me seemed impatient and pushed me off to another guy. The next guy convinced me to get a medium firm mattress even though I really wanted a soft one. Due to my previous one, I didn’t want to be near anything with the word firm in it; my mistake for letting him change my mind. Came in for a $500 mattress, left spending $800. I didn’t want to spend that much to begin with so when asked if I wanted to spend an extra $100 for a mattress cover I denied the offer. Fast forward to delivery, the guy walks straight in like “where’s it going”, dirty boots and all. It had just snowed and I have CARPET. Didn’t bother bringing shoe covers or offering to take his shoes off, neither did the other guy. I’m a vulnerable female alone at home with two strangers so at the time I just kept my mouth shut. I waited on the couch until they finished. The bed gets installed, they leave. They left zip ties and packing on the floor. At first I didn’t notice because once again I have carpet and I wear slippers inside, but they dropped HUNDREDS of tiny little clear balls from who knows what and rushed out before I noticed. I’ve been going back and vacuuming, picking them up by hand for DAYS! They also drug in a piece of metal from outside and it pricked the hell out of my foot! Back the bed itself, it’s like a freaking rock it’s so firm my back KILLS me. I’ve called Gardner White multiple times, tried the very next day after delivery to exchange it for the soft one that I really wanted. Guess what? There’s nothing I can do because I didn’t spend the extra hundred dollars for a mattress cover! I bought my own but apparently it has to be THEIRS! So now I’ve had to spend even more money on a mattress topper so that I can sleep in my BRAND NEW $800 mattress comfortably AND I’m still finding little tiny beads in my carpet! If my dog gets a hold of one there’s gonna be problems. Moral of the story I told my mom to make sure she doesn’t get her mattress from there and I will never purchase from them again. Go somewhere else and don’t let the salesman convince you to get something you don’t really want or you just might be stuck with it! I attached a picture of some beads I’m still finding...

We purchased an expensive Gascho solid maple 7-piece gathering height table and 6 chairs in November from Gardner White in Novi. Total cost was $4443.51 We were excited that the furniture was in stock and could be delivered quickly. The table and chairs were delivered 3 days later but the table came with the wrong legs (height and color). The delivery men were apologetic. The box for the legs indicated they were the correct legs, but you could tell by looking at the size of the box that the legs were not the length for gathering height. Originally, I wanted to refuse the order, but the delivery men assured me it would be corrected and they made a note about the issue and reached someone on the phone. Since we had no confirmation on when the new legs would be delivered, we began contacting Gardner White to confirm the delivery time for the new legs. The new legs were scheduled for delivery 4 days later on a Sunday. The delivery people arrived Sunday night at 10:45 PM to switch out the legs. We were the last delivery of the day! Since a mistake was made, we should have been more of a priority. The next day in the daylight, we noticed a crack on the edge of the table and a small dent on one of the chairs. We went through the process of getting in touch with GW and they had to send someone out to look at the issues. I was disappointed that there wasn't more compassion or an apology from our salesman considering how much money we spent for the furniture. The table and one chair were eventually exchanged and we wanted to recognize Jessica (in customer service) for her help. We were also very pleased with the delivery men who brought out the replacement table and chair. Their names were Roy H. (Delivery Team Lead) and Lavon and they went above and beyond their normal duties of delivering furniture. It was garbage day when they came and noticing that our refuse had been collected, they kindly brought the empty trash receptacle to the garage. They also provided us with floor protectors for the table since we only had some thin felt strips. If it hadn’t been for Jessica, Roy and Lavon, we would have rated Gardner...