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

There's a reason why Gardner-White is a furniture store that happens to sell beds and they barely excel at selling good furniture and stick to their promise.  I came in to purchase my first-ever sofa in life and a new bed to replace my extra firm mattress. I worked with a guy who sold me a Beautyrest Driftwood Hybrid Queen Plush mattress. There was not a single moment where I was informed of how much pain I'd be in as my body would start to sink into this mattress and have zero support. Also, I know now after learning the hard way and talking to an actual mattress company, that if you are over a weight threshold, you should not get anything plush and stick with medium firm to firm to offer you support. Not only that I was talked into buying some very expensive pillows that also led to my neck pain. 4 days in, I knew this was a terrible choice.  I woke up to neck, back, and joint pain that eventually required a prescription for a muscle relaxer and multiple doses of ibuprofen and Tylenol. Needless to say, NO ONE helped me or offered me anything UNTIL I called my sales guy Boris who called me with "good news".  The good news was that in order for me to re-select, I not only had to purchase their mattress protector (the cheapest being around $89), but succumb to a 10% pickup fee ($100), a restocking fee ($200) AND keep the bed for SIXTY DAYS (60). If I am already having to medicate to even go about my life, why in the actual world, would anyone want to keep lying in a bed so painful? As I explained why I needed an immediate solution, of course, my sales guy kept referring to corporate policy and how “people” try to play the system.

Here's a note to Gardner-White: Focus on the actual individual customer. I hadn’t purchased a bed from you all in at least 6 years or so. I have never once asked to change it or return it. If you truly cannot stand by your guarantee, do not offer it and please do not sell beds. There is no reason why sincere and genuine consumers should have to go through the insane rigmarole of speaking to several people to find a reasonable and fast solution.  Also, why are you charging a restocking fee when you can’t resale the bed? Why not offer an in-store credit to customers with immediate needs who have been poorly matched with either beds or insufficiently built furniture?

Needless to say, I will never, and I mean NEVER shop with Gardner-White or its affiliates again. If I could have cancelled my furniture order, I would have done that too on principle.

I will never recommend you all to anyone and will share this story in perpetuity. I consider the $1000 spent on the insufferable mattress and ill-informed salesman, the tuition needed to learn a very...

The worst customer experience I have ever seen! GardnerWhite did NOT CARE about me after they got my cash. I still have a broken wall art mirror, and I spend Xmas with non functioning brand new recliners (three of the five recliners were not operational upon delivery). Once their sales team realized I was not planning to purchase their 5-year warrantee they turned against me and my wife. We were even informed they will not support us if anything breaks and I have to call for manufacturer warrantee. Not acceptable even for 1st year. Their store manager at Rochester Hills was very passive with me and he made me feel it was my fault that they delivered defective furniture, and it was a training opportunity for his team and for the company’s delivery team, and I had to accept their resolution at their pace. They repaired the brand new recliners one day after Christmas after I complained three times to expedite repairs (two recliners had incorrect wiring issues and one had a defective control box), yet my broken mirror was NOT replaced. Their store manager did not take responsibility for the mirror despite knowing they gave me the mirror pre-wrapped after they took it off the wall from their showroom. I told him I did not see it removed off their wall nor wrapped, and he said it may have been broken after I took it, and that was his final “resolution”. When I reached out to their corporate help line, I received a “courtesy” call to listen to me complain about my experience, and no followup actions nor followup calls from them afterwards. The lady said her managers were aware, and exactly as I expected they DID NOT follow-up and they just ignored me hoping I will forget. I do not forget! My entire family and my friends and their friends heard from me about my experience, and they were shocked and sad that one of our local stores treated me like this. I told them to be careful and be aware how my experience with GardnerWhite went. They know I contacted the company and they asked me to inform them how it ends. I support my local stores, yet this one left a LOT to be desired. If you were in my place, and you spent a good amount of your hard earned money for new furniture, what...

Bought a mattress here earlier this year. We were assured up and down that it was a risk-free purchase, that if we weren't liking the mattress after 60-90 days, we could exchange it, no problem. We even bought the $100 insurance policy (basically a $100 mattress cover that adds on the policy...) and two pillows at $100+ each. A few months later, after continuous use, our mattress was still very stiff and uncomfortable, nothing like the same model we'd sampled on the showroom floor. So, we called the store to initiate an exchange.

Come to find out, they would first need to come out to do an inspection of our mattress, and it would have to pass inspection. Fine...but then we would need to exchange for a mattress that costs more than our existing one. (So if we preferred a mattress that happened to be cheaper, TFB for us.) To top it off, there would be an additional handling/removal/re-delivery fee, I think around $150?

To be clear, NONE of this was disclosed to us at the time of purchase. We thought we were covering all bases by adding on the additional $100 insurance. If this were Amazon or Purple or any other mattress retailer, they would've taken the mattress back after our trial period and refunded us, no questions asked.

The cherry on top? They wouldn't even take back the pillows, even when we called them less than a week after purchase to complain that they had gone flat as pancakes and offered no support after less than a week of use. Even though we still had all the original packaging and the receipt. The store said we'd have to take it up with the manufacturer. So, hundreds of dollars in what were supposed to be high-quality memory foam pillows, down the drain. Buyer beware.

This is not the first bad experience we've had with Gardner White. Several years ago, we purchased a loveseat and armchair for a sitting room that was rarely used. Despite not much usage, the loveseat was splitting open at the seams, and the armchair collapsed. Gardner White offered nothing, not even to remove the furniture from our home.

Be forewarned, this store DOES NOT stand behind their products. They profit off of scamming customers. They will never have our...