Gardner White Furniture
Reviews and Complaints
Delivery TERRIBLE, District Manager WORSE and President won't even talk to consumers/solve problems!!
Let me start by saying I can't believe that I went back to this company, because we had 2 previous bad delivery experiences. Our first experience was in 2002,we placed an order and they scheduled delivery for a Thursday.
When they didn't show up, we called and they said, "Sorry, we don't deliver to Brighton on Thursdays." Then why did they schedule it for that day? Nobody had an answer for us. So we ended up getting in on a different day, no big deal it was the first time. A few months later, we went back and bought more furniture and they scheduled delivery for a Thursday.
We told them about our last experience and how they don't deliver to Brighton on Thursdays. They told us it wouldn't be a problem now. And guess what???? Thursday came and NO FURNITURE!!
We called and complained because we told them about this problem before our purchase. When we got nowhere with a manager we told them forget it and cancelled the order that was over $3000. We walked into Art Van and purchased all the same things and had it delivered the next day! Now Nov.
2013 - we found the couch, loveseat and chair and a half we wanted and it was at Gardner White. We thought, it's been 10 years, they can't be doing the same terrible service. So when we went in and told them of our 2 previous bad experiences, they assured us none of this would happen now. We placed a special order and had to leave a deposit and wait 8-10 weeks.
They called us somewhere around week 8 or 9 and said it was ready. We scheduled for a Saturday and got the call in the morning that it would be there between 2-5PM. Then we got a phone call around noon from the delivery driver saying he had none of our furniture and nobody knew where it was. Needless to say we were furious.
If we go into the order saying we had a bad experience two times, you would think a manager would maybe check out that everything would go smoothly this time. That is if management cared, because obviously they don't. We talked to our salesman and a manager at the Canton store, both were very nice and apologetic but had no way to fix anything with delivery. They offered to take of the delivery charge which didn't make it any better since we had already removed the furniture from our family room the night before and were waiting for this.
The best they could do was tell us the furniture could be delivered on Tuesday at 6PM. We said if it's not there, we won't take it. On Tuesday morning we got a call from delivery saying that they would be coming at 9AM. I was almost to work (which is an hour from my home) and I asked how this was anywhere close to 6PM.
They gave me some delivery manager who was a complete ***, telling me they don't give a specific time and that they were coming now or not at all and that he wasn't loading our furniture onto the delivery truck. I asked him why the website states 2 1/2 hour delivery windows and what about them delivering up to 11PM. He was rude and had no answer for me. I called back to the Canton store and talked to a new manager who also could do nothing for me.
So I called the DISTRICT Manager, Jeff Ballard and the PRESIDENT, Steve Tracy and left messages. Jeff returned my call and was RUDE and acted as if the entire situation was our fault. He said he couldn't comment on my previous orders (fine - I just told him that from a customer service standpoint that he probably should make sure customers willing to give them another chance, have a great experience the next time). He NEVER apologized and just said they were trying to fit the furniture into our small time frame at 6PM and it couldn't happen.
I told him they had all day Saturday and never showed and I explained to him how their website said a 2 1/2 hour delivery window. He changed that and said they give a 3 to 4 hour window either way from your selected time. So basically you need an 8 to 9 hour window to get a delivery from them. Jeff couldn't solve anything, he never asked what would make me happy, and he could not get them to deliver anywhere from 6-11PM.
Then he informed me that my message to the President would not be answered because he doesn't talk to consumers. I told them that was the problem with the company! Especially if the District Manager is useless and has no authority to get something delivered or even be reasonable with the customer. After getting nowhere with Jeff Ballard we cancelled our order and went to Art Van.
And guess what? They delivered the next day and were on time!!!
The only good thing to say about GW is that our salesman was nice and was trying everything in his power to make us happy (took of the delivery charge, took off another $400) and the higher up we got, the LESS they cared! WE WILL NEVER GO TO GARDNER WHITE AGAIN - not even in 10 more years.
Couch Spring popped just out of warranty
I was sold loveseat and couch under false pretences
I was sold a loveseat and couch for $1564.96 from Gardner-White, (salesman Jack Grennan), on 12/26/2013 with the understanding that the mechanism will not leak oil. On the delivery day, 12/28/2013, I received a call from the deliveryman saying that the couch was on backorder but they will deliver the loveseat. On same day, the salesman called and said that the couch was not backordered but damaged in the warehouse, but they could order another one, but it would take 6 weeks to get. On 1/25/2014 the service man was out to look at the loveseat for squeaking springs and noticed that the mechanism leaked oil onto our carpet.
So with that said, I requested a full refund and for someone to come out and clean my carpet. After speaking to the district manager (Jeff Ballard) he stated that they would refund the loveseat and couch $1460.20 but not delivery charge. I believe that I’m due a full refund including the delivery charge because the items were sold under false pretences (items would not leak oil) also never received couch and should not have been charged full delivery charge with only receiving one item. Carpet was cleaned by Hagopian 2/8/2014 they did a very good job.
I still feel that I’m due a refund of $104.76 due to the fact that Gardner-White sold me a defective product, and that is why I’m deputing the charge to Gardner-White.
Unprofessional delivery
Terrible service after you purchase, horrible managers and corporate people in charge. Lots lies and empty promises.
Terrible Sales people and terrible store managers!!!
We already complained to the Better Business Bureau, however we want people to know - be very, very careful with Gardner-White!!! We had purchased a king sized mattress and when they delivered it one guy carried the mattress in - hitting our furniture, walls, bending it and then surprise the mattress is defective!!
So a month later we get another one, asking for two people to carry it - but NO - one guy again - same mess in our house!! They told us to try this mattress for a few years - it should form to us, etc. We did, complaining a total of three times - the last complaint they a guy came out and said this mattress was twice as defective as the first!! Third time - we were told that we had to pay more for a better mattress if we wanted comfort, etc.
$800 more later we got the third mattress along with the worst mess yet in our house (floor, wall, carpet and furniture - dirt leaves - not wrapped etc. Gardner-White takes no responsibility for their deliveries or their furniture!! They could care less if their customers are happy or not happy! I work in retail - NEVER would I EVER treat my customers the way my husband and I were treated - talked down to and interrupting us each time we spoke to stick up for themselves - taking no responsibility, like I said.
The delivery company - well - there is nothing THEY can do about that!! They only deliver their products and apparently if they ruin your house in the process Gardner-White does not control THAT!! We will NEVER be back there - and hopefully if people read this, neither will they!! I have told EVERYONE I know NOT to go there - they will be sorry!!!
BUYERS BEWARE!!! It is your hard earned money that they take with no problem - how they sleep at night, you got me!!
Delivery Person Review
Sofa recliner- poor quality and horrable customer service
Bedroom Review
4K bedroom set and chest of draws gets random 10' crack down the side
The cushion on my couch is sinking..
Horrible customer service
Horrible customer service, after two broken footboards and 4 visits to our house. Our problem is still not taken care of.
Not to mention the main a problem we had with the repair technicians, we are not sure if they were up to something while unsupervised in our bedroom or not, but after requesting twice (canceling an appointment once) the same guy showed up again. This is unacceptable it seems to be completely ignored so far. Very Unhappy.
I guess it goes to show if you want quality you have to stay away from the people who make the big money, that's all they care about is there profits not their quality. Still waiting on the call from the delivery manager that I never received and was promised.
Gardner White Return "Policy"
I bought a sectional couch from Gardner White in May and by June it was evident that something was wrong with the construction. After hours and hours of struggling with the service department they finally (September) issued a "return for reselection" credit and 14 days to use it. Unfortunately, they no longer sell the same couch or anything similar in style or price range. Instead of losing the money or spending upwards of $500 more, I have requested a refund. I got pushed on to the district service manager, Jeff Ballard, and from there he said the only thing I could do was to write to the president of Gardner White, Steve Tracy. A copy of my letter is posted below.
Attention: Steve Tracy
President, Gardner White
4445 N. Atlantic Blvd
Auburn Hills, MI 48326
Dear Mr. Tracy,
I am writing to ask for a refund on the defective merchandise that was recently purchased at your Auburn Hills store and to express my frustration with your staff in the service department. On May 2, 2013 I purchased the Aubrey sectional with assistance from Sales Consultant Tim Mayo. A copy of that transaction is enclosed. I made this selection mostly based on the affordability and availability.
It has since been determined by the service department that the sectional couch is defective and would be eligible to be returned to the store. I was initially offered a credit towards reselection of a different product and given 14 days to use that credit. The 14 days was further extended to October 31st. However, there are no options at your store that fit either my budget or needs at this time. I am working with a $741 budget evidenced in credit memo 10142**** and am in need of a sectional couch with a left side chaise. I have enclosed two summary pages of all the sectionals and their price to show that it would be a significant increase in money in order to select something similar in style. Extending the length of time to use the credit does not help the situation due to the fact that the defective furniture is a hazard to my family (there have been loose staples that injured my wife and daughter on separate occasions).
I believe that, as a consumer, it is fair and reasonable to ask for a refund when the usual means of reselection, replacement or repair are not available. It would fall into a category of acceptable customer service to offer the consumer a refund.
Furthermore, the warranty policy provided at the time of purchase did not specify, nor mention that defective products would be subject to reselection. It’s deceitful to stand by a “policy” that is not given, in writing or otherwise, to the consumer. A copy of the paperwork received at the time of purchase is enclosed.
Lastly, there is the matter of frustration while dealing with the service department. The initial service call was performed and the claim denied based on two reasons. 1. The loose threads were considered normal for that style of upholstery and 2. The staples were said to have been removed and no further injury would be caused. I then followed up a month later because the loose threads were increasing and more staples were found and another cut occurred to my daughter. It was at this time that the service department informed me rather rudely that there was nothing further to be done and if I wanted to have service or repair I would be charged because the couch was out of warranty. I then spent additional time and effort to clarify the situation only to find out that the wrong furniture was input into their system, therefore causing the confusion. Another service call was scheduled in which I was told a different technician would arrive so as to not be biased. However, the same technician arrived and once again removed staples and took pictures of the loose threads. It was then determined that the couch was defective. In summary, I spent extensive time and effort just to get the service department to recognize a piece of defective furniture.
I would also like to state that my brief phone conversation with Mr. Ballard was less than pleasant as he interrupted me several times and wasn’t interested in listening to my reasoning for a refund. He only stated that it was Gardner White’s policy to offer reselection and not refunds. A quick web search can bring up examples of times when Gardner White has refunded money.
http://www.pissedconsumer.com/reviews-by-company/gardner-white-furniture/terrible-product-terrible-service-201303****2572.html
I have purchased furniture from Gardner White before and have been satisfied. However, the recent experience will lead me to other furniture suppliers in the future. Please feel free to contact me by any of the options listed below.
Extremely Dissatisfied - Do Not Purchase with Gardner White
Today is 12/26/2013. After speaking with the manager, Trent, he informed me that I could pick a different mattress and be refunded the difference, minus $250 for a restocking fee (to send our current mattress back to Tempur Pedic), and a $300 for the TV that we got with our initial purchase.
So far, my gardner white credit card balance has not changed! My statement as of today still states that I owe over $5,000.
I am pissed! We have our second payment coming due and I refuse to pay another dime until our balance gets changed to what was promised to us!!
Natuzzi sectional with sagging cushions
I contacted Gardner white about a new sectional I purchased eight months ago. It is a Natuzzi leather sectional and the two main areas where we sit the cushions are sagging.
They sent a technician to my home with a smartphone and he took four pictures and left. The next day I recieved a call that it was normal wear and tear. I then went online and found a lot of others with the same situation and complaint. I called management and talked with them and he said normal wear and tear.
I demamded they send another technician to look at it. They came today and he said the same things normal wear and tear and nothing was broken. He also told me I would have the same thing at Art Van and they dont make things like they used to. What kind of excuse is that.
We all need to stick together and make our voices heard. I'm waiting to hear back but I know it will be the same normal wear and tear. The end chaise is sagging so low it does not line up with any of the other cushions. This time they brought tools and took off the back to show me now breakage.
I will wait and see what they say but next is the problem solvers on channel two and four and hope others join me! Don't buy their furniture please dont waste your time our money!
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I do apologize you have had a bad experience with our company. Customer Service is very important to us and I would like to see what I can do to assist you. Please feel free to email me at Jeff@***r-white.com