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

This review is going to be long and a cautionary tale in dealing with sleezy salespeople, extreme greed, and poor customer service. We walked in during a sale to purchase a luxury bed at $3,300 + dollars. We were upsold a “luxury comforter set that came with a thin comforter, a bottom sheet only, and 2 pillow cases. $300. And a $300 mattress protector. See the theme here? We were told we would get a $300 Mastercard so that the comforter set would be free.

We just spent 2 days in the hospital because my husband had a double kidney occlusion and needed emergency stents in both kidneys. This bed delivery was expected the next day after getting out of the hospital. We have a king-size Nector we had to remove along with 2 box springs, disassemble bars and everything in preparation for delivery. Quite literally at the last minute we get a call saying our bed did not arrive on the truck this morning. Zero communication of this. They tried to reset our delivery for 1-2 weeks later. I was so beyond furious they didn’t communicate this to us long before last minute, so I cancelled the order. They wouldn’t even send a pre-paid tag to send that 300.00 partial comforter set back. Zero. Nothing, zilch. And here’s my husband with no bed after double kidney surgery. I can’t even make this stuff up. I get a call back from the manager who literally lied through her teeth about “finding one in stock in their store” and how can they make it right. I don’t do liars. In fact, I told them to expect this review, and that it cost us 300.00 just to walk into their store that day, because they would only refund the bed. First off, do not ever lie to me because at that point I’m done with you. Second, they should have made it 100% right. A prepaid label to send that partial comforter set back for a full refund? Couldn’t even do that. I’ve ordered countless comforter sets over the years and every single one has a comforter, fitted and flat sheet, and four pillowcases. Every single one. I hope this furniture store fails. They lost thousands in future business from our entire family and I hope your greed was worth it. If that manger tries to respond saying they tried to make it right she’s a liar. Don’t even dare responding to this review because my next response won’t be this nice. Keep your brand new boxed replacement you “suddenly” found in inventory. We will buy direct moving forward. Sales people lie like it’s their second language. Test in a furniture store, buy elsewhere. We won’t be back and we won’t recommend Gardner White to anyone. Ever. This is the 2nd furniture store in 30 years to receive a review like this from us....

I have been a customer of this store since it was Big Sandy’s and they are great to work with as long as you are buying something. Salesmen are easy to work with and product gets delivered quickly. However, if you need a service request I wish you better luck than I have had with this store. I’ve had 4 separate service requests in 3 years on the same “Platinum” couch that is supposed to last 10-15 years. Of the 4 service requests I’ve had, they have taken 6 months to a YEAR to get resolved! I was hoping that the merger with Gardner White would help speed things up, but it has only gotten worse. The service team is very difficult to work with, I’ve had to call multiple times to get an update and even had to go into the store to talk to a General manager to get any improvement. One employee even told me “I would be better off just buying a new couch” instead of getting my service request resolved. And that doesn’t say much about their products if an employee is telling me to do that… My latest service request is simply just to purchase cushion cover replacements and that has taken 6 months to get resolved, including 4 schedule delays. 4!!! And we have already paid for the items. This review is in hopes to motivate the service team to do better, because it has completely tainted my opinion of this company and made me shop elsewhere.

Sincerely,

Just a person who wants his darn couch...

I used to love shopping here when it was Big Sandys. Since they switched to Gardner White it seems their loyal customers are no longer a priority. I purchased a platinum couch that was supposed to last more than the 2 years that I’ve had it. I put it in a replacement request for a main part of the couch back in may, they told me it was no longer under warranty so I would have to pay out of pocket to have it replaced. Fine. Now it’s 4 going on 5 months later I have still yet to receive my replacement for my couch. The most frustrating part is they keep pushing back the expected arrival date. Every month it gets pushed back another month. They keep telling me it’s on a boat somewhere. Why haven’t you reached out directly to the supplier and figured out exactly where it’s at and why it has taken 5 months. This whole process has just be a huge headache and these people don’t really seem to...