Gardner White Furniture & Mattress Store — Local services in Waterford Township

Our couch has fallen apart in less than 6 months. We paid for the “premium” 4 year warranty.

September 2023- Our first issue was our console charging ports and outlets did not work. The wireless charger did not work. As soon as we got it. October 2023- We filed for a service for the console. January-ish 2024- They came for the service appointment for the console. We showed them that the top of the console and the back of one of the recliners were missing material. It was literally just disintegrating. They said to make a service claim. February 2024-We had a claim order go out for the back of the recliner and console. March 2024- We call because the bottom chair part of that recliner is wearing away too now. And the top of the back of the recliner is gone, and the seam is ripped in a random spot on the back of the corner piece, and finally the thin bar in the footrest on the recliner broke somehow even though nobody sits on the footrests.

We were told that we could not open a new claim while the old claim from February was open. We still hadn’t received our parts or service.

End of May 2024- We STILL have not received our parts or service from something we showed the service agent in JANUARY. Calls were unfruitful.

So we go in store, where we bought the $3,000+ couch, and ask for help. They couldn’t help us. Need to call service department. They send our pictures to the service department and we receive notice that THEY WILL NOT HELP US. THE DAMAGES ARE TOO SEVERE.

THE DAMAGES CAUSED BY THE CHEAP MATERIALS THEY USED ON OUR COUCH.

Their couch failing within 3-6 months is now our problem because we used it as suggested and did not abuse it.

They won’t help us. Corporate won’t, the store won’t. Nobody.

Literally, I wear high rise jeans, a T-shirt, and an oversized cardigan basically every single day during the months that the damage occurred. The damage is where I sit. I literally just sit there, on my phone, taking a break from life about one time a day maybe two, every day. My skin doesn’t touch the chair here, I am not sweaty or wet when sitting, I do not spill things, nothing. There is absolutely no excuse for this couch literally falling apart from regular, non-abusive use.

And yet it’s “so severe” that they won’t even take the fall for their couch doing this to us. And within less than 6 months. Because surely no defect would cause their couch to disintegrate beneath a person who doesn’t even sit most of the day, but definitely sits in the same spot usually. Somebody who has no oils, sweat, moisture, rubbing, or scratching occurring underneath themselves. Heck, even my jeans are a stretchy, soft type and are in no way stiff or scratchy.

There is no excuse for this besides poor craftsmanship, cheap materials, bad management at the service level, bad customer service, bad everything.

Nobody will help us and we’re left with a couch that has completely fallen apart in 0-6 months, for reasons beyond our control.

There is no excuse for this. That a company as large as Gardner white would have such a low standard for customer service and the products that they sell.

Not to mention, we paid for the “premium 4 year warranty.”

But service has completely written us off and blacklisted us for service.

So where’s my money then? Cause this 4 year warranty I PAID FOR has yet to cover a single thing even though I’ve had 7 issues in less than 6 months. Technically-Despite us calling and reporting numerous issues between September 2023 and May 2024, they’ve only actually fixed the one issue from September.

How’s that speak for your warranty? The 1 year manufacturer warranty AND the 4 year paid extended warranty.

Tell us how the manufacturing defects on a couch with both warranties are “SO SEVERE” that you instantly absolve yourself of the responsibility even though the responsibility is fully on you and your crappy manufacturing.

Summary Don’t expect to receive your money’s worth from Gardner White Don’t expect service for manufacturers warranty OR paid “premium” 4...

Employee Dave Bache was very nice to work with, and we are overall happy with the dining set that we purchased in March 2023 and received quickly. Dave was very friendly and personable.

However, Dave personally endorsed the four-year extended warranty and said that he had used it himself several times for accidental scratches etc. and vouched for the company (called Furniture Care Protection). Because of Dave's personal endorsement (and only because of that), I purchased the policy for $195.

Fast forward one year when I went to actually use the policy! SCAM SCAM SCAM! I'd give this company negative stars if I could, and I am VERY UNHAPPY to have been encouraged to throw money away on this. This extended warranty covers "failure of assembled joints" and "accidental scratches, dents, gouges, and chipping." On Easter Sunday (3/31/24) I noticed "failure of assembled joints" as evidenced by one panel of the wood on the bench coming apart (which appeared as one long crack down the bench). The following day (4/1/24), I filed a claim about this issue (7580288).

Since I was filing a claim about this issue, I also included several scratches/paint chips/gouges that I had noticed as well over time. The next day, "Gabby" called and told me my claim was denied because the scratches/paint wear/gouges occurred more than five days prior. I checked the contract and did see the "five-days to report" rule. I said, however, the crack was just noticed just three days prior and would like that fixed. She said that would not be possible, as the claim was denied because of the scratches. I asked if I should file a separate claim about just the crack, and she said that would not be possible and that, in fact, I could never file a claim again until ALL the damage I just reported (crack and scratches etc.) were repaired at my expense by a certified technician and I provided proof. I asked where that was stated in my contract, and she said it was "accumulated damage." There is NO mention in the contract about never being allowed to file a second legitimate claim if a first claim is denied. I asked where the definition of terms was in the contract, and she confirmed there was none. I asked her to define "accumulated damage" and she responded, "I'll let you do that on your own time." GABBY WAS EXTREMELY RUDE. The contract does NOT state directly or imply that I will automatically be denied legitimate claims (crack) if I do not repair completely unrelated damage. DO NOT BUY!!!!!!!!!!!!!!!!!!!!!!!!!!!

Overall--happy with the furniture (except the bench that now seems to be cracking due to joints) and Dave was nice, but I am VERY UNHAPPY about being encourage to buy this policy.

**UPDATE 5/20/24: After I posted this review, Gardner White contacted me and replaced the bench for the dining set. And, after posting reviews and filing a claim with the BBB Furniture Care Protection, Furniture Care Protection contacted me and they say they will be refunding the price I paid for the insurance. Kudos to Gardner White - thank you. (Still.....don't anyone ever get that...

I am getting tired of this service. The sales associate ordered the wrong chair for us which we didn't notice until they delivered the wrong chair. We had to turn them away because I did not like the look of the chair. The sofa couldn't fit through the door so they wanted 200 more dollars to disassemble and reassemble it. When I called to cancel the chair and get a refund they canceled my disassembly for the sofa as well. I never told them to cancel the disassembly. I also canceled the delivery on the chair and was notified it was canceled however they showed up unexpectantly at the door. I asked if this was about my sofa or the chair that I wanted a refund for. They said it was about the chair not the sofa. This is probably when they canceled both. I am starting to get a headache with this company. I swear if I was not almost in my third trimester of pregnancy I would be getting the sofa into my house myself without the help of this company. When I finally get my sofa that I paid way to much money for I am never coming back to this company. This has been the worst experience with subpar customer service that I have had in a while. I do not understand how they could cancel something without being prompted to do so. Also when I called the lady to get my sofa in I had to notify her twice that the sofa was not in my house. It would be impossible without disassembly. I also have cameras. They used my tape measure to measure the sofa and did not even attempt to get it off their truck. I can give this company proof if they want it.

Update: They finally delivered my disassembled sofa. However the men moving the sofa were kind of rude and the sofa was stained. I added pictures of only a few of the stains that are on the couch. It may seem small but this couch cost to much both in price and my time. The movers also told me that Gardner white tricked me into the disassembly fee and that I did not need that. I am tired of this company. Every time there is a little bit of progress being done with them it seems like there is just as many issues or more accompanying them. Once they finally reassemble my couch I am washing my hands of this company. And I will be informing my family and friends to...