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On Friday August 25,2023 we had a sofa delivered to our door, in the box and wrapped. We were not willing to pay $149 to have it brought inside. As my two neighbor’s and I were unpacking the box, we noticed the arm cushion had a three inch slit in it. We immediately took pictures of it and proceeded to the Gardner White Store where we purchased it in Howell, MI. We went to the Customer Service Department and filed a claim. They scheduled a service call for the following Thursday to repair or possibly replace. We said thank you and left. In less than one hour we received a phone call that said he was the service manager for Gardner White. We were informed, by this person, that because it was a “to the door delivery” we have no further responsibility and there would be no warranty. I have read every piece of paper they have given us and it says, and I quote, “please inspect your merchandise carefully, noting any defects. All service claims regarding visual damage on a new furniture purchase must be reported to our service department at [protected] within 48 hours of delivery”.
Which was done within one hour. Then I called the Gardner White store where we made the purchase and asked to talk to the store manager. The person on the phone said he was the sales manager and could he help me. I said no. I was told the store manager does not talk to customers. That pretty much ended the conversation. It was never mentioned to us verbally or in writing that if you take a door delivery you are screwed!
