GuardsmanReviews of guardsman.com

Do not buy a warranty policy from them. They will deny all claims even if they are covered. They will say whatever they can that the problem you have is something they don’t cover. Scam!!

I have several policies with Guardsman and could not rate them highly enough. I have never encountered any problems with their customer service team and they have always been extremely helpful. I have a two very expensive ochre coloured soft leather settees. Unfortunately, due to unforeseen circumstances, my daughter, along with her cat, temporarily moved back in with us. The cat is well behaved, but despite covering the settees, accidents with his claws proved inevitable. I have had to make three claims (which Guardsman merged as one call-out) to have the scratches attended to. This was never a problem and was dealt with most efficiently. The first upholsterer who attended to the more severe scratches, was unhappy at just filling the scratches and recommended new coverings instead. After a couple a 2/3 months wait, the material arrived from Italy. A second upholsterer arrived, by the name of Darren Hale. I found him most professional, polite, and personable. He fitted the two replacement arm leathers with great care and efficiency. My husband and I are absolutely delighted with his work. He has done an amazing job. The chairs now look exactly as they did when they were first bought a year and a half ago. Thank you. I can’t rate Guardsman enough along with their expert fitters!

If I could give a zero, I would. Guardsman equals to scams!!! I bought a 5 year plan in 2020 for accent chairs. These are white fabric chairs that I don’t allow people to sit on. I noticed some light scratches on the wood spindle arms, legs and lower part of the chairs. I put in a claim, but I told them that I didn’t want people in my house (pandemic) and that I would be happy if they sent me the wood stain. I can touch it up myself. I don’t mind. As with most people, things happen in life and the rules from Guardsman or scratches on chairs isn’t on top of the mind. When I finally had a chance to get to the issues with chairs again, I called them and they told me to contact another department (after waiting on the line for a long time). So I called the other department a couple of times and the wait was so long that I had to hang up. I tried again today and got someone after waiting maybe 15 minutes (?). She flat out told me that my claim had been denied. She said it was passed 30 days and they sent me an email. Maybe it was in the spam folder? I asked what exactly did they cover. She told me to refer to their coverage brochure. I told her it was very vague. She kept her apathetic tone and just said the same thing. I told her this sounds like scam. If they’re not going to cover minor issues, what will they cover? I was angry and asked for her manager. She would not do that. I asked that she tell me what exactly is covered. She would not. I said I was going to stay on the line until I get a supervisor. She then disconnected me. So, I’m out the money I paid for a 5 year Guardsman plan and I’ve got to get someone else to fix my chairs. This is a lesson for me, but I hope others will take my experience and not get scammed by Guardsman. Btw, their cleaning products are not worth it either. Save your money, don’t buy anything Guardsman.

Horrible customer service. Needed to order a part for my sofa just got notice 6 weeks later they were going to order it.

DO NOT take out a policy with Guardsman..i purchased a sofa with EZ living...I was told I can ring every week if I need and someone will come and clean it. After numerous phonecalls and emails I was offered a pack of wipes to clean it myself and then take evidence if the wipes didn't work. I paid 160e for a pack of wipes.

I purchased three policies through Houzz for outdoor lounge chairs. This firm is dishonorable. Our claim for heat damage - the fabric on all 6 lounge chairs was basically burned outside - was denied. I called customer service to discuss these claims because I felt they didn't have the full story. I was shut down instantly by the rudest, most disrespectful and argumentative "customer service" woman. There was no service and no treating me like a customer. I kept asking her to please listen, and she kept interrupting and talking over me and telling me that my claim is denied. I said please stop arguing with me, and she informed me she was "advising" me. Poppycock. It was a verbal talk to the hand treatment over the phone. I've been in client service my entire career and never heard such heartless disrespect. Here's what I was told... if it were cigarette burns or lipstick stains, they'd honor the claim, but scorched fabric, total fabric failure, doesn't count... despite the policy reading that it covers "burn or heat damage." These people should be shut down. Their business practices and people are deplorable.

I had spilled red wine over a cream leather sofa, and it was not noticed until the following morning. I was convinced the stain would not be removable and that I would need to replace that section of the sofa. The Guardsman engineer called around and said he can remove it, I was still not convinced. It took two visits, to complete the work, but true to his word, the stain is completely gone, no evidence whatsoever of the wine spillage. Thank you Guardsman for excellent engineers and service.

Unfortunately, I've had the same experience as just about everyone else that has left reviews. You call, wait forever, speak to a rude representative, get hung up on. As for my actual situation, I called in April to report the finish coming off a table that I bought as a gift for my mother for her new home. She spends half the year at this new home and half the year at a different location. I was told in April that I needed to have pictures of the damaged furniture when I made the claim. Since my mom wasn't at the new home again until July, I was unable to obtain photos until then. I submitted the claim in July, received a letter that my claim would not be considered because it was beyond 30 days since I reported the damaged furniture. I called Guardsman the day I received that correspondence, waited for a while and finally spoke with a very rude young man and explained what I've explained here. He told me pictures are not required to submit a claim. I told him this is not what I was told in April when I initially called and the reason I only just now submitted the claim is because I finally got the pictures I was told I needed. And he kept repeating it was outside 30 days. After talking in circles, both of us getting frustrated, and getting no where, I asked if there was someone else I could speak to, he said no. I was driving and asked him if he could email me the information necessary to write an appeal because he said I had to write a letter, he said no, they only give that information verbally and then he hung up on me. I called back, waited another few minutes, spoke to a different person who was able to give me an email address to write an appeal, which I did. Just today, I've received a very impersonal, automated response to that appeal saying it is outside the 30 day window and my claim would not be considered. All that to say, if you are not around the furniture to be able to get pictures, do not bother with the warranty. Even if you are around the furniture and can get pictures easily, don't bother with this warranty. There is literally NO reason to pay for this warranty. And you know what Guardsman? Keep the $70 I paid for the useless warranty and invest it in some training for your employees and teach them how to interact and communicate properly on the phone. Even if this claim had the same outcome of not being covered, I would be a lot less upset if the information I received in April had been correct and the customer service I received was better, from the phone conversations to the impersonal, automated emails.