Gardner-White Furniture
reviews and complaints

I purchased a sofa and loveseat. I was asked if I wanted the protection plan which was an extra hundred dollars. Then I was told that they don’t make this sofa and loveseat anymore. When they delivered it it was ripped up a big mess. So they came out and explain to me that they couldn’t repair it after I paid for a protection plan my daughter was with me she heard the salesman say that they don’t make this furniture anymore the company is no longer. So I should have not received a protection plan because it was nothing but a scam since they can’t come out to fix anything they knew the company was not making this particular sofa anymore. I let them know that I wanted a refund on the protection plan and they said it’s nonrefundable now I have a ripped up so far and I’m waiting for a return phone call from them that probably won’t happen so I’ll have to contact them. everyone that I talked to was very unprofessional about the incident.

I went into the showroom of gardnerwhite in Warren reviewed a few living room sets we liked one, not knowing the cushions were worn down my wife 5ft 5 in feet touched the floor got the new set home feet of the floor 4ins this was not suitable now they want a restock fee 400.00 my first disagreement but I decided ok picked out a different set over 4000.00 dollars delivered to use the motor on one of the recliners burnt out a new piece of furniture

On October 14 a second payment was taken out of my bank account. Overdraft ing my account on October 18 called and talked to Oliver and he said money would be sent back. Called today October 24 . And was told it hasn't been reviewed and once it is it will take another 7 to 10 days to get my money back making it almost 3 weeks. The account is paid in full and all I am asking is for my money back. It should not take over a week to review and another 10days to send money not owed to you back to my account. My account with you is [protected]. Timothy E martenies. [protected]. I am owed over 960.00

I went to their store and sat on a couple different couches and found one that seem to be comfortable. My feet were flat on the floor. But when the furniture was delivered. I wasn’t home and my husband received it. When I got home and sit on it my feet were dangling making it very uncomfortable. Had I been home during the delivery I would have sent it back right then. I noticed the store right away about this problem. I understand there would be a restocking fee. But I did nothing to cause this problem and I feel I should not be charged the restocking fee.

150 complaints and 128 unresolved says it all. They do not stand behind the products they sell.

The mattress was physically thrown on to my porch when delivered hitting the front porch step and bending the entire mattress. The first service call I had the service tech made an upward hump on the bed slats and still did not fix the issue. The second time he came out he could not measure the middle of the bed where the issue is occurring because of a seam in the mattress. He said to me “sleep on the end he of you mattress. Nothing we can do”

I recently purchased a mattress from Gardner White which arrived damaged. A service man came out and we determined it was not going to be repairable so they sent another mattress. It also was damaged so I refused to accept it. At this point I just want my money back. They are telling me they don’t do refunds for mattresses. I would understand if was under normal circumstances. But this is damaged product that I spent a lot of money on. I am so upset with their customer service. I will never buy from Gardner White again!

Do NOT buy anything from Gardner White. They do not stand behind their product.

I purchased a mattress 6 months ago from Gardner White with a 10 year warranty. The mattress sinks in the middle. The service technician has been out twice to my home and finally decided that he could not measure the middle of the mattress because of the seams in the mattress. He measured the sides and said its not sinking far enough. His recommendation was not to sleep in the middle of the mattress.

I called customer service and they did not return my phone call. I had to call again and they said the service technician's recommendation stands that its not a defect. The woman I spoke with put me on hold and talked with her manager. After talking with her manager she again said there is nothing she can do. I asked to talk with her manager and she said she is not available and didn't know where she was.

DO NOT BUY ANYTHING FROM GARDNER WHITE THEY DO NOT STAND BEHIND THIER PRODUCTS

Purchased a king sized bed frame at the beginning of the year. Two weeks ago my husband went to get into bed on his side and the bed frame snapped. This is a metal slat supported bed frame, appearing to be extremely heavy duty. I called for service to come out and was told they couldn't get a tech out for nearly a week. In the meantime, I informed the lady I was speaking with that we would have to temporarily fix it to be able to sleep on it and I didn't want to risk voiding the warranty. She said she would make note. When the service tech came out he told my husband that he did as good of a job as he would have to give temporary resolution while they figured our what they could do. This bed is a king sized bed frame (which they no longer carry) with metal slats that per the manufacturer "should not need a center support." The tech that came out even said that just applying a small amount of pressure was causing a dip in the bed and this is not normal. The bed did not come with what they refer to as a spine, therefore the only support is on the sides when isn't enough. The solution of the manager - altering the bed even further to enforce it. HOWEVER, my husband altered the bed and was told that voids the warranty. The manager then says that it won't void the warranty if it's done at our request and that having it enforced is the ONLY option. I would suggest taking your business elsewhere and find yourself a product of better quality. Extremely disappointed with the service from management that we have received (our tech was great!) and wish we never made this purchase. Wish I could leave 0 stars because we have been a loyal customer for years and clearly that doesn't matter to a corporate company like Gardner White when they'll just get 5 more people suckered into buying an inferior product.

On July 3, 2022 I purchased a Sterns & Foster Lux Estate Cassatt Mattress from Salesperson Mike Whidden at Gardner White Furniture located at Hall Road Store, 45300 Hayes, Macomb Twp, MI 48044.

The mattress was delivered on July 6, 2022. During this purchase I asked the salesperson what the return policy was for the mattress to which he responded "you are allowed a one-time no hassle exchange if you purchase one of the three mattress protectors offered for the 180-day sleep guarantee".

August 5, 2022- I went to the Gardner White location where I made the original purchase to request an exchange for the mattress I purchased because the mattress is too firm and creates a lot of shoulder pain. I told the manager that I am a disabled veteran and the only reason I decided to go with this mattress was to see if it would work for my back issues and shoulder pain I am currently experiencing. The manager told me I would have to wait until the 60-day mark before I can exchange and there would be a $199 processing fee along with a 10% of the purchase price restocking fee for the mattress. I told the manager that I was not disclosed this information during the purchase, and I even asked what the return policy was. The manager told me the salesperson does not have to disclose this information because the company is under the assumption that the buyer will not return the mattress. My response "How can a company not disclose the terms and conditions if an individual asks?" The manager replied by saying that is their policy. I asked for the corporate number and left the store.

August 5, 2022- I called corporate and asked for a manager. I was transferred to the manager and I explained that I purchased a mattress recently to from the Hall Rd location and stated that during the sale I was never provided the information pertaining to the $199 reprocessing fee and 10% restock fee. The managers response "this should have been something you research before coming into the store prior to the purchase. This information is all provided on our website." I told him "During the purchase I asked the sales associate about the return policy to which he stated I could exchange the mattress one time no hassle." The manager said that I should have asked if there were fees associated. I told him I asked the return policy, and the salesperson didn't say anything about fees. The manager stated, "it's your fault that you did not ask about associated fees during the purchase". I further told him that the contract I signed did not have any information pertaining to the fees associated with an exchange, to which he proceeded to state I have your contract in front of me. He said on the back of page one there should be the information pertaining to the restocking fee and reprocessing fee. I told the manager that my paperwork does not have anything printed on the back. He then began to belittle me and said, I have the contract in front of me I know exactly what your contract looks like, if you would like I can send one in the main to show you. I told him that I refuse to have him send something in the mail since the contract he will send will have all the information printed on all the pages to which he can say that they provided me the complete contract. He proceeded to tell me " I have provided you all the information I can and the outcome is you either keep the mattress or pays the associated fees and difference when the 60-day window comes.

I purchased a mattress and they gave me the box spring October 2020. Soon I realized that the bed was sinking in. It kept getting worse and soon it was like laying in a hammock. I call to the store, Rochester Hills, Mi. They said they would send someone out. The person that came out said I did not have enough supports under my bed. I had 4 slats. When they delivered the mattress and set it up they did not say anything about needing more support. I am the only one sleeping on the bed and it is caved in. Gardner White had me pay $140 for someone to come out and put reinforced slats under the bed. Then wait 30 days. Then they came back out and said they would turn in the report to the office. Of cource th $140 I paid them for the new support slats did nothing. This mattress cost me $953.99 so it was not cheap. It is a Beautyrest Simmons Bedding Co. Mattress.

I called them back and they said they will not do nothing about it. I told them my last mattress and box springs was on the same bed for 25 years and never sunk down. Beware they do not stand behind their mattress and do not buy from them. My family and I have bought beds and furniture from them for years NO more. The matress I purchased for my husbands bedroom 4 years ago is like brand new, not sunk down any where and he weighs a heck of a lot more then I do. So fair warning their stuff is junk and they do not stand behind what they are selling.

I bought a werner sofa and console loveseat from Gardener-White in Taylor MI. On [protected] and got same day delivery. First off the salesman was extremely pushy and almost lost the sale. They delivered the items around 6:00 pm and when they got here they were obviously in a hurry from the start. They removed an existing sofa and were trying to get the new one in and having problems so they tried to take it through the kitchen, which I told them it would not fit but would not listen to me. So they took it back the original way and finally got it to go. The loveseat was much easier. They rushed to get me to sign. But my wife and I were looking over the items and found that the back of the sofa was damaged in 2 places (because of the delivery men rushing) and the loveseat's console was defective as it would not set flat and was off center. We pointed these out to them and they said to call the salesman. We did he was gone. So I talked to a couple people and they said they would replace the items the next day. The new items arrived about 11:00 am on [protected]. This went extremely smooth and they took their time and made sure everything was good. It was, so we signed and they left. My wife was cleaning the kitchen and noticed a dent in the side of our refrigerator door, which was not there before the 1st delivery men tried to go through there. That explains why they stopped trying to go that way so quickly. We also noticed the spot where they damaged the sofa, it was in a archway/doorway that now has a chunk taken out.

Sofa and loveseat poorly put together. Spring making crunching noise, no padding on one end behind faux leather. Recliner scrubbing when pushed out. Tables had buckling in acrylic finish. Inferior furniture for what we paid. Once they had our money they did not care. Could not get call back from manager or sales person. Even wrote CEO of company. No response. Charged us a restocking fee of over $600. Said if we had asked for tech to come out, we might have avoided fee. We were not told that until furniture had been picked up. Told three different things by three different reps. Tech could not have fixed the problem. Inferior, poorly constructed furniture. They will not refund our restock fee. Buyer beware. We will never shop there again.

I bought a living room set from Gardner White I waited a month the furniture came it was someone else’s use broken smell like throw up for the complain the same day I called for service they went to a different house I had to wait two more weeks I called again they came for service again they said that I only called for one item when I called for the whole furniture I called again and again and again and again and the manager was still undecided such a bad customer service I had to wait for a whole week for a manager to decide on replacing the furniture and when they decide to replace the furniture the couch was broken again horrible furniture I would never again buy furniture from them please no one buy furniture from them horrible customer service and horrible material and horrible furniture .

I bought a table set during Covid-19 and purchased a warranty to cover. I made a claim to have the very cheap chairs repaired , which was denied being the table manufactured in 2020(chuckling) Gardner white furniture is very cheap quality & the warranty to cover is worthless. I recommend Value City if you want quality

On March 3rd, we ordered one couch, two wing backed chairs (including two matching pillows) and three end tables from the Shelby Twp location, Ryan Godin was our sales person.

The couch and chairs were special order and would take up to 14 weeks. This was acceptable.

The tables however were in stock and immediately available for delivery. We scheduled delivery for the very next Saturday. The delivery was on time, however two of the tables had defects in this finish and we accepted one table and rejected two of them. We contacted Customer Service (Megan), and rescheduled to have two more tables brought...the very next Saturday. Once again the delivery was on time, however one table was one of the ones we rejected the first time and the second one also had major defects.

I once again called Megan, another delivery was set and once again, tables with major defects were delivered. I called Magen once again and requested to have the table removed from my order and that I would return the one table to the store. Unfortunately, that was not acceptable by Gardner White and another Saturday was scheduled to pick up the one table. At the time I requested an updated invoice showing the tables were removed. Megan explained that for some reason, because she canceled the order of the tables, she could not send me an update bill of sale. So, between the cash deposit I made and the six month same as cash credit card statement, I guess its up to me to figure out they are in fact charging me the correct price.

Fast forward 10 weeks, Woohoo, our couch and chairs were in and ready for delivery. Once again a Saturday delivery was set. I had moved all me old furniture in preparation. The truck came. Only containing two chairs and no couch! Furthermore...Both Chairs were Damaged! I rejected them and begged the truck guys to help move my old furniture back into the house. By the way, no pillows either! Once again, I call Dear Megan. I asked, where my couch is, I was told it’s in the warehouse. It was...they just lost it for a while. I asked about the chairs, they would fix them. I asked about my pillows, not sure, they need to find those too. So, being very frustrated, however remaining calm, I asked, do I get some sort of discount for all my frustration or time spent waiting for trucks. Sure...but only in the form of a store credit or gift card.

Good news, they found my couch and repaired the two chairs! So, we set up another Saturday delivery. As they unloaded the chairs only one was repaired, the other damaged chair was still damaged. They unloaded the couch, brought it and the one repaired chair in, set it up in the living room. Upon further investigation by my eagle eyed wife, she noticed that the leather on couch had been damaged by what appeared to be the box cutter when the unwrapped the couch. Once again, I called dear, useless Megan. I sent her a bunch of pictures of the issue and I calmly expressed my continued frustration, I was ready to have them take all of it back and just return my money. However, against my better judgement, I agreed to allow a service person to come assess the couch. Once again another Saturday wasted on Gardner White! The repaired chair was delivered and the service guy came to look at the couch and say...yep, that's damaged...it needs replaced. In the meantime, over the last few weeks, I received a box from Gardner White. I thought, gee, here's our pillows and maybe our gift card...NOPE! It was a set of replacement legs for the chairs that were already fixed. WTF! So, last week I received another box from Gardner White. Is it my Pillows, my gift card, nope its the replacement section to my couch. It's been over a week now, no calls from service to install my couch section, no follow up from dear Megan, no gift card and no damn Pillows! I officially hate Gardner White, can't figure for the life of me how they stayed in business while Art Van didn’t. So, if anyone on here can help me get to someone other than dear Mega so that I can get some actual customer service...I would greatly appreciate it. Thank you.

On December 19, 2021,I purchased a mattress at the Gardner White store in Auburn Hills, Michigan. After spending over $2500.00 at their store it seems that they would just give $100.00 off the purchase price. It took months to get information on how to receive the virtual Mastercard on the website. The voucher number was 4SMJ5XR39096. The card was useless since only one store would accept it. I made a purchase that was less than the limit of the card, approximately $60.00 and when I tried to use it again I was told that the card had a zero balance. Never again Gardner White!

I will be complaining to the Better Business Bureau

Debbie Cole

[protected]

I purchased several items I purchased warranty they never put on my receipt I never received my free adjustable base never I also never received a receipt I contacted the company several time contact corporate never heard back its been nearly two months I was falsely giving info my purchases can someone contact me at [protected] my name is Mark feyers further more they sold me asked couch with a stain and a rip in back I addressed the delivery person about this

We went into GW to look at a sofa and loveseat we saw on line. We explained to our salesman, Michael, that we needed something firm, due to health issues! The couch in the showroom was wonderful (full well knowing that hundreds of customers sit on this on a daily basis). The couch we sat on IS NOT the couch that was delivered.

The couch we have, after two weeks if flat as a pancake. My fiance is 6'7" and 220#, when he sits the cushion flattens so much that he is practically hitting the frame of the couch. And also when i sit(5'7" 125#) the cushions drops down about 2-3" below the cushion next to me.

We have only had this couch and loveseat for 3-4 weeks and can barely sit on it. We had to pull my Mother in Law up and out of the couch on Easter, because it sunk down so low, she could not get out on her own.

We were promised by the salesman, Michael, that this set was exceptional.. that the cushion were great and would maintain their shape. We were lied to and duped. The cushions he showed us on the showroom floor and sat on, can not be the same ones that were delivered to us.

We spent thousands on this set and no one can sit on it unless they want to sink so far down. JUST HORRIBLE.

We had someone come out and look at it and he turned in a report that said "customer does not like that the cushions move' WHAT? I took time off work for that report to be written?

Imagine, in these hard economic times, making the decision to purchase furniture and give GW your business. Shop in store, tryout the furniture by sitting on it- and being showed a demo on how well the cushions holdup... only to be incredibly disappointed after 3 weeks.

I explained all this to the man that came out to investigate my problem. Apparently he did not listen, due to the writing of his report.

We CANNOT sit on this couch comfortably anymore. It has only been 3-4 weeks... just awful!

I am including one picture we took a week and a half after we received the couch. You will notice the large gap in the back.- and you can not see it clearly in this pic, where he is sitting, the cushion is beginning to smash down, leaving a 3" gap compared to the cushion next to it). I did reach out to the sales man many times in regarding to this problem. I will send you more pictures when i get home tonight.

Cyndi Zlotek and Kevin Scott

248.672.8784

248.931.2022

Most obnoxious commercials ever. Can't wait to get to my mute button on the remote every time their commercials are on which is constantly in the morning on all local channels. Loud, no creativity, repetitive. How many anniversary sales, grand opening sales, president's day sales, ya da ya da ya da can there be. Apparently one every day. Fire your agency. You'd be better off spending your advertising dollars running less commercials and spend the money on a better quality commercial that people actually will watch.