The complaint has been investigated and
resolved to the customer's satisfactionResolved Gardner White Furniture — customer service/warranty
resolved to the customer's satisfaction
I purchased a living room package on 1-2-2010. I also purchased and had explained to me the extra stain safe warranty. I told the salesperson many times over that I would be moving in a few weeks' time. He even told me to tell the delivery people about anything I did not want unpacked so that it would not get ruined during my move. Bottom line, he knew I would be moving. After purchasing the furniture and setting up a delivery date I was handed a folder holding my paperwork. Apparently, my warranty info was written on the inside of this folder, but the salesperson neglected to mention that any IMPORTANT info was on the inside of this folder (the warranty becomes void if the furniture is moved from original delivery address.) We moved a week or so later. There are a couple spots now that I have just noticed (after inspecting the furniture after moving), on one of the sofa cushions, that are thread-bare, and there is a large abrasion on the arm of the sofa. I contacted Gardner-white to find out what could be done about the defects in the fabric. I was THEN told about the warranty issue, and that it was not their problem that I did not realize my warranty info was written inside the folder I was given. They have been very rude, and in so many words called me stupid for not realizing the warranty info was written in the folder I was never told to look over. After contacting them the first time, I was told I could speak to a manager but that one was not currently available to take my call and I would receive a call back promptly. I waited an entire day, and had to call them back myself. The manager had even more of an attitude with me and told me that it is their policy that sales people do not, what-so-ever go over warranties with customers. I am being penalized for a sales person not doing a good job. It's common courtesy and good business practices to cover IMPORTANT INFO with a customer upon making a big purchase. Had I known all this before setting a delievery date, I would have waited until I was moved to have my furniture delivered. I was also told upon my first call, that at a fee of $50 I could have someone come out and look at the damage to the sofa and that I would be charged regardless of whether the could fix it or not and any replacement parts would be my responsiblity for which to pay. Then I talked to the manager and he told me that, yes, they could order me a new sofa cushion at my expense, but I was out of luck with the arm of the sofa as they would have to replace the whole sofa to fix it and could not do that now because I moved. All of this could have been prevented if the salesman had done a good job in the first place and had told me there was important warranty info in the folder I was given. The rudeness and condescending attitude of the people that work at this furniture store are unbelievable. Everyone has an attitude. I know they were hoping I would not call back to speak with a manger because as soon as I gave my name and order number the tone of the voice of the person I was talking to became annoyed. I told her I wanted to speak with a manager as I was promised, and she still tried to lecture me. I finally got the manager on the phone and he had attitude with me immediately. Upon further research of this store, I have found this is a common issue with this place of business, and feel they certainly do not deserve an A+ BBB rating.