Purchased a massage chair a few years ago along with the Guardsman warranty (so many moving parts per the sales rep that I better get one). Within 1.5-2 years the chair started sounding like a jet engine. Went through it all once and they denied right away. Completed it a second time with suggested wording from a friend that fixes appliances. This time we got a tech out--then a 2nd tech came out (more experienced, per Guardsman). He told us it was likely one of the motors. Then heard back from Guardsman that it was just normal wear and tear and they wouldn't cover any repairs.

Now we are stuck with this $2500 chair. Has anyone appealed Guardsman's decision or taking legal action? I'm beyond disgusted with them and NFM for promoting the warranty.

Complete scam by Guardsman. Paid a lot of money for a comprehensive cover and they are coming up with all the excuses under the sun not to repair. It seems to me that they have all the excuses already mapped out and dare you to challenge them. Perhaps standing outside Harvey's with some leaflets telling people not to buy the Guardsman guarantee because they are not worth the paper they are written on might help.

I am extremely let down by Guardsman and Nebraska Furniture Mart. I feel very taken advantage of. I saved money to purchase a leather sectional and purchased the protection plan. Without even seeing my furniture they said they do not cover it although they are more than happy to take your money. I would avoid any furniture store that offers it because it is basically just a contract to steal your money. When the salesperson represents the warranty as "covers everything including wear and tear" you believe them and buy it. I doubt that Guardsman will listen to my issue until enough unsatisfied customers come forward to tell their horror story about Guardsman.

Sofa spring popped and tore decking plus snag in cushion. This happened on Aug. 5, contacted Guardsman Aug. 7. Had to print form and send it in. Guardsman denied claim because (maybe) I put 2016 instead of 2017. Also, they said they don't cover if a spring makes the damage. Under what is covered it states, "Any puncture, cut, tear, or rip from a specific incident or caused by defective furniture mechanism." It's past 1 year so Godby won't fix it, Guardsman won't fix it, and I am told Klaussner will only give me a new spring but won't pay for labor. Have filed with BBB, Attorney General, letter to Klaussner, letter to Godby. Anything else I can do before contacting an attorney? Any results from anyone else on their battle with Guardsman?

I cannot be more disgusted with the way that Guardsman does business.I purchased the insurance from Haverty's for my bedroom suit.
I scratched the footboard with a laundry basket and submitted a claim on April 22. I thought that the process was cumbersome because of the requirements to compress my photos. There seemed to be other technical issues where I had to start over several times before the claim was officially submitted. But, it would be worth the time since my scratch would be fixed -- or so I thought.
The very young (and I found out that he was also very inexperienced) technician showed up and assessed the scratch in all of 3 minutes. He said that it could not be repaired and besides, there were other scratches. I do no dispute that there are other scratches but I consider those to be normal wear and tear after 2 years. The only damage that I was concerned with was the one scratch that I submitted the claim for.
However, after his "thorough" 3 minute assessment, he told me that the entire piece needed to be replaced. I thought that was overkill but since this was my first experience with Guardsman, I just assumed that this was how things must work with this company. I had a second claim a few weeks later fr some water damage on my nightstand. When the experienced and very professional technician came to fix it, I showed him my other claim and asked him if this scratch on my footboard was repairable, he replied, "Yes!
It would be very easy to repair this scratch". He went on to fix my nightstand (which I was very happy with) and I expected to hear back from Guardsman regarding my footboard. Unfortunately, several months went by with no communication. I tried calling a few times, but the very long wait times did not allow me to stay on the call.
I made the decision to stay on hold as long as it took to get some type of status. Finally after 43 minutes on hold, I spoke with someone. After I gave her my information, she transferred me to another person (6 more minutes on hold) who told me that he was the wrong person that I needed to speak with so he transferred me to another person (4 more minutes on hold) who told me that my claim was denied. I asked why I was not notified, she told me that I was sent an email on June 6th.
I have pulled up all of my emails with Guardsman and I have nothing from them on June 6th. It is interesting that I have other emails from them but nothing after May 22nd. I am not saying that she is lying, but I am saying that the message was not received. My biggest complaint is that the claim was denied by someone who has not seen my furniture.
The young and inexperienced technician who either did not know what he was doing or did not want to take the time to fix the scratch made a decision in haste. And, furthermore, the decision to deny my claim was based on either his report that there were excessive scratches (of which I have not made any claims for nor do I even need to have them repaired) or that Guardsman is derelict in their obligations to their customers in that there was no effort to even try to remedy the situation and absolutely zero attempt to make this customer happy. Well, this representative did send me to a voicemail system that I am sure will yield no results. I am assuming that this voicemail system is where representatives send unhappy customers in order to placate them and not have to deal with them.
Well, I was too disgusted to simply leave a voicemail (which I did -- but I don't expect to hear anything back), so I called back. Another 26 minutes on hold to ask to speak to someone who could possibly help me. So, she transferred me (another 4 minutes on hold) to an alleged "customer care representative". I told her my information and she towed the "party line" and informed me that my claim was denied because of "excessive scratches".
I told her how angry that made me considering that no one at Guardsman other than the inexperienced (and in my opinion - "Lazy") technician who did not seem to want to repair it and the other experienced technician who said that it was an "easy repair" had seen it. I asked her if I could get a second opinion and she said, "No, there would be no second opinion and that the claim was denied and will stay denied". Yip! That is stellar customer service!!
I felt "well-served" for by the alleged "customer care representative". I did continue to tell her what I thought of your product and that I would ensure that I invested time in calling furniture companies that peddle your lousy product and let them know about my experience with you and recommend that they look into any competitor that you have. I do apologize for allowing a word out of my mouth that I never use, but I cannot be more repulsed by your company's apparent lack of ethics and concern for customers who pay a lot of money for nothing. That is the message that I gave to Haverty's when I called them.
Thankfully, they are at least a sympathetic ear and seem willing to help me. We will see.
But, I can assure you that yours is absolutely the WORSE CUSTOMER SERVICE that I have experienced in my 50 years.I cannot emphasize that point enough nor can you expect me to have anything but negative reviews in every venue that I can access.
Reason of review: Poor customer service.
Monetary Loss: $2000.
Preferred solution: Let an experienced technician repair the scratch on my bed (he said he could do it easily).
I didn't like: Website, Product, Policies that do not protect customer.

My case was denied by Guardsman stating that the wording that I used on the claim form was incorrect and they only protect stains or damages caused by a person. Even though I mentioned that the fabric was damaged, they denied the claim.
Called Ashley Furniture and I was told that they will send the fabric to my house and to call them back so a technician can come and make the repairs. Do not know how he is going to repair them.
Next step will be to talk to the manager at the furniture store where I purchased the sofas and if there is no a resolution, I am planning to file a claim at the Orange County Small Claim Court.

Heard DFS say to you "if you get a stain just call guardsman and they come out?" Well it's not like that at all! You call guardsman and you tell them about the stain they REFUSE to come out and send you tiny bottles to use YOURSELF to clean the stain. Don't forget though you've already paid hundreds of pounds for this cover to be told "if the bottle doesn't work fill the claim form in that they send". When you get the claim form it's 2-sided and asks A LOT of questions including dates of the stain where the stain is located how the stain was an issue they also want you to attach your receipts of purchase with it, it's tiresome trust me! Then they take up to 10 working days to decide IF they will send someone out. I got a call today saying a technician will call me to discuss dates, why isn't the first call back to book a date? Awful awful drawn out process hoping you slip up on the claim form so they don't have to send anyone out. DFS partly to claim to for lying to their customers!

I purchased a dining table from Ashley Furniture. I was forced to take out a guardsman policy at a cost of $150.00 I have now been refused my claim as multiple damages. I have escalated the case and spoke with manager, their attitude is appalling not interested.

We opted for the Guardsman cover as we have 2 small children. £350 seemed plenty of money but it seemed a good deal.
Just before Xmas our toddler went on a rampage of vandalism. Within the same week she drew on our single seat with biro, stained the other couch with various drips and drops and smeared pink vaseline on the couch. After the as soon as the drawing and the first group of stains occurred we filled in our claim form and sent them off. Shortly after this the vaseline staining occurred but we thought we would wait for the engineer to arrive and do it all in one fell swoop.
The engineer arrived on the 28th of December 2016 and confirmed the issues with my wife. He said that all the stains would be covered, the drawn on seat would need reupholstering and that the vaseline staining could be added to the form and would not be a problem. Everything seemed hunky dory.
The engineer got my wife to sign the incomplete report and then he filled in the customer survey himself and completed the details of the report. My wife queried this but wasnt too concerned as he had said everything would be covered.
Fast forward to today Jan 12th 2017 when I get a phone call from Guardsman saying that the single chair would be covered and the vaseline staining could be covered if we fill out another form (contrary to what the engineer told my wife and probably yet another month or 2 of visits, reports, and form filling while the stain becomes immovable ) but the drips and drops and other toddler stains would not be covered as they took place over a period of time and they don't cover that! I questioned this and was told that the engineer had written on his report (the one he got my wife to sign before he completed it. Very clever/sneaky) that my wife told him the stains built up over time! This was simply not the case.( She walked in the door as I was on the phone and confirmed she had said no such thing and proceeded to give him both barrels and put in a formal complaint. )
I asked him if this is what I had written on the claim form and he confirmed that I had not written any such thing.
Therefore the denial of that portion of the claim was purely down to the incompetence/dishonesty/failure to follow procedure of the engineer!
No wonder Guardsman has such a poor Trust Pilot rating if this is the kind of crap they like to pull.
I will be taking this to their Industry ombudsman as soon as the complaint my wife made has gone through their complaints procedure (my kids will be grown up by then) and I would urge anyone else who gets short changed by them to do so as well

This company does not provide good customer service. Refuses to provide the service after getting paid.

The company refuses to provide the service for which it was paid. Total scam.

I bought two sofas from DFS and the sales person assured me that cat scratches were covered in this plan. What he didn't tell me was that Guardsman would only pay out for an individual incident and so could wriggle out of paying for any cat scratches in their 'professional' opinion. I feel totally cheated out of £190!

This company is a total rip off. Their goal is to not provide service but to get customers to buy their service. They use any and all excuses to not provide any service.

This company took me for a ride and refuses to provide the service I paid for. The customer service is horrible. Do not recommend it.

This company refuses claim giving lame excuses, terrible customer service, not at all what was promised.

Would not recommend that anybody purchases Guardsman for furniture protection as the company is a scam that does not provide promised service and tries to scam the customers.

This company is one of the worst in providing customer service and delivering its promise for furniture protection.

This company refuses to provide service after providing all sorts of excuses and asking me submit multiple claims. No customer should purchase guardsman protection. Rate it as 0/5.

The company does not care about providing customer service. Purchasing guardsman service for furniture protection was a total waste of money.

I am extremely unhappy with the service provided my guardsman. After paying for the furniture protection plan when they claimed excellent service, I am completely disappointed with this company. Customer service is terrible and the company doesn't do anything to serve its customers who have purchased its protection plan. It is a scam. Would never recommend it to anyone.

I have just finished with a long, but successful experience with Guardian. I purchased a sectional couch from Haverty's and within a few weeks of the year's warranty ending, the mechanism that raises the footrest stopped working. Since we had purchased the Guardian coverage we contacted them and jumped through all the hoops necessary to place the claim. Then we waited. The original report was made July 26. The couch was repaired Nov. 1. After we took pictures, copied all the documentation requested and submitted it we waited; a technician called and arranged to come to the house. He knew what was wrong without looking..."it's the piece that always breaks", but didn't have the part. He took pictures (how do you show something not working?) and submitted it. We waited. A part came in the mail. I called Guardian to tell them. We waited. The technician called and came to repair it. We waited. When he arrived, they had shipped the wrong part. He took more pictures and we waited. The new part arrived. I called Guardian who said a technician would contact me. We waited. No call, I called again. We waited. Finally a date was set, the technician didn't arrive. I called and waited. Finally the tech came and repaired the couch in about 15 minutes. However he was careful to tell me that Guardian wouldn't be replacing this part that always breaks, again, because the policy was only good for one time. I won't be purchasing another protection agreement from Guardian.

I purchased a sofa from Laura Ashley which was very light grey check so was advised to take out a guardsman policy at a cost of 150.00 I have now been refused my claim as told wear and tear and small marks a joke their service an attitude is appalling not interested and neither are Laura Ashley who are selling this product

Sent in a claim for my sectional. The sectional cost me $3000 and something. I accident got wax on it and etc... So that's why I filed a claim. But the point is they refused the claim and told me that I had to pay out of pocket. To me that is bullshit for me as a customer, I paid for their GUARDSMAN PROTECTION PLAN and can't even use it. I WOULD NEVER purchase a GUARDSMAN PROTECTION PLAN EVER again. They are very unprofessional business company. I advise people that are planning on buy furniture from any company don't, but they're going to advise you to get buy the GUARDSMAN PROTECTION PLAN. DON'T! DON'T!DON'T! It's a RIP OFF

I call to report a stain on my table and they told me I will receive a letter with paper work to fill and send back to them in 30 days,they never send it,and after I call again they told me I am not receiving service from them because I miss the timeframe ,how continence !!!!!.Big SCAM.Don't spend your money for the protection plans they offer ,you won't get any service from them,they will find a way how to work you.

My mom started a claim and passed away before she could get it sent in. I finally found the claim (yes, it was late but what do you do in that situation??!!!) Claim was denied, so I sent in a handwritten appeal explaining what happened and why the claim was late. It was once again DENIED and there is nothing I can do about it now. I am livid and cannot believe their lack of costumer service!!!! Never will purchase a warranty from them again!!!