Gardner-White Furniture was founded in 1912 by Eugene White and John Gardner. The company was purchased by the current company president’s great grandfather who refused to change the name in order to save money on signs and company forms.
The company had only one store until 1974. Gardner-White Furniture now has 10 stores throughout the state of Michigan as well as a large warehouse in Auburn Hills. The company offers household furniture, sofas, mattresses, and consumer electronics such as televisions and microwave ovens.
Gardner-White Furniture is one of the largest partners of Best Buy and recently opened two locations inside Best Buy stores in Bloomfield Hills and Novi, Michigan. As of 2013, the company began offering same day delivery service within a limited area.
I ordered and paid ( with my debt card) for 2 items equalling $604.00. Those items were delivered to me on the 30th of October 2020. The dresser was damaged, so I took pictures and the delivery men took pictures. I went on the customer service website provided on the main page of Gardner White web site. I filed a request for a exchange or a replacement and the return of the bed frame which i no longer needed. Nothing no customer service email response i called the store was told a sales manager would call me. That phone call never happened. I went on chat who told me the store sales manager has been notified, by this time twice he was notified. Still nothing. So after me chasing Gardner White employees around, I of course am frustrated. So I say just forget it and refund me for the whole sale of $604.00 now I am told I am outside the return policy number of days. I will go to corporate or court if needed but this has been a horrible experience and everyone passing me off to someone else and no body helped me in 2 weeks. Please come get your merchandise out of my home and refund my money in full. Today please
Good evening.
I am very disappointed with the level of customer service, lack of response and lack of resolve that I have gotten from the Southfield GW, AFTER my purchase. In this last 2 weeks, I have spent over $8k at that location between a purchase I made for my new home and one I paid for for my best friend. On 10/21/20, I visited the location to pay for an order for my best friend. The sales Rep, Mr. D. Bryant was very personable and helpful. I shared with him of a bad experience that I had with feeling pressured to do a purchase at another location, and he easily made me feel comfortable. I explained to him that my husband and I were in the process of purchasing a new home and was looking to purchase all new furniture. I was quite satisfied that he was the guy to assist us.
On 10/23/20, I returned with my husband and we selected some items for purchase. ( 2 mattresses, a dinnette set, a sofa, loveseat and a recliner). During the transaction, there was a pillow that the sales rep allowed me to try and when it was time to finalize our order, he stated that he would throw the pillow in. When we inquired about a 2nd pillow, he stated we would have to pay for the 2nd pillow. My husband and I agreed, we didnt want to pay $150 for a pillow, so we would settle for the one and be ok. When the invoice was printed, I questioned the total and was shown the discounts that were applied. Because I was unaware that a Free gift promotion should have been applied with our mattress purchase, I paid the bill and we left.
Upon reviewing the invoice at home, I noticed that no discount had been taken off the mattress and immediatly went online to see what the promotion was. Upon learning of the promotion, I contacted the store. I was told that an email would be sent for the rep to contact me, and NOTHING… I attempted contact for the next few days, but was always left on hold with the rep not coming to the phone or left a msg and no return.. On 10/25/20 part of my order was delivered. (It did not include the pillow or my items that were on backorder).
On 10/27/20, I contacted the store on 3 seperate occasions with still not response. On the 3rd try I was sent to the customer service line and was told no notes were in the system regarding previous calls, and another message was left. Again NO response. This continued for several days with no response.
On 10/29/20, I attempted to contact the store again, and again, got no response so I returned to the store. The sales rep was not in yet, so I spoke to a CS manager who stated that the computer showed that a mattress gift had been applied to the pillow purchase, but since the amounts did not line up, I would have to speak with the sales rep for clarification. I explained to her that the pillow was suppose to be free and had I known he was using the mattress promotion credit towards the pillow, I we would have declined the pillow. I also shared with her that my invoice did not show what she saw. She stated that Mr. Bryant would be in within the hour and she would have him call immediately. This was at 1230pm. He was set to start at 1pm. At 230pm when I still had not received a call, I called back and after being on hold for 30 min, I was told several times that they were paging him, but he was not coming. I told the CS rep that I was very unhappy with the level of customer service I was receiving and that if the rep could not call me back, I’d return and he could deal with me in person. Upon my drive to the store, of course, the rep finally returned my call. I expressed to him that I had attempted to contact him since I had left the store on 10/23/20 and was very unhappy that I was not offered a return call. He stated that he was not aware that I had attempted contact and that no one told him that I came to the store; yet miraculously, he was suddenly calling me back. Needless to say, I expressed to him that per our sales conversation and my invoice, I had been offered a free pillow and asked why there was a credit that I was not made aware of in the store, suddenly being applied to a pillow that I was told was being “thrown in”. He asked, “so you want the free pillow and the $200 credit for the mattess”? I said yes. He replied, ok, i’ll take care of it and contact me once his current customer left.. I never receieved a return call. Saturday, I had a credit applied to my account for $53 (the difference between the cost of the pillow and the $200 mattress credit that I should have received). But NO PHONE CALL to explain why this was again, different from our conversation.
On 11/1/20, at 1259pm, I attempted contact again. Mr. Bryant picked up and stated he was with a customer and would call me back as soon as the customer left. At 209pm, he returned my call. I explained that I was not happy with the miscommunication and wanted a resolve. He stated that the credit for the mattress promotion was applied to the pillow. I expressed to him that that was not what was disclosed to me at purchase or on my invoice and that I was not happy. He told me that the pillow could not be returned. I let him know that we had not even received the pillow at delivery of the mattresses, so that he needed to correct the invoice to reflect what was stated during the sale. He said that his computer showed the pillow was delivered and that he needed to contact his boss and call me back. Two hours passed and nothing.
At that time, I called the store and asked for Mr. Bryant. After 3 attempts, he did not come to the phone. I asked to speak to the store manager but was told, he too was unavaible. I explained to the CS agent ( named Z) the problem and was told that she would speak to the store manager regarding my concern and contact me prior to close. At 630, I had not heard anything, so my husband and I returned to the store.
Upon my arrival, I asked for the store manager and was told he was at the CS desk. When I reached the CS desk, I was told by Z, that the store manager had left already, but that she did speak with him and he was already familiar with the situation, but because the invoice was decieving that Mr. Bryant would need to speak with me and clarify what he did. Upon speaking to him, we were told that the pillow would be sent to us, but that we could not return it and that he never stated the pillow was free, so there was nothing he could do. I showed him the invoice where he showed every discount applied except that one and that the total next to the pillow showed zero with no credits. He stated that his computer showed the correct application, and that was just how the customer copy showed. He also then stated that he offered my husband a 2nd pillow for free (not the 1st one), but that my husband declined it; which did not even make sense. I shared with him my dissatisfation with his level of service and reminded him how disheartening it was that I spent over $8k in the last 10 days and that we are here disputing a $150 pillow. He stated that he could do anything further because his boss said that he could not refund the pillow (dispite the fact that we still dont have it), so I told him that I would like to return the entire order then. All of a sudden, he stated he would speak to his boss tomorrow and refund the pillow amount. I questioned his statement and was told that he just wanted to make me happy. I expressed to him that he should have attempted to make me happy since the day I purchased my items, but now since I want a refund, that all of a sudden, it’s not a problem.
I know that this is extremely long, but this is crazy!!. All I want is what I was promised and what I was suppose to get in the first place. A free pillow and the $200 credit for my mattress purchase. NOT 9 DAYS OF HORRIBLE CUSTOMER SERVICE AND DISTRUST…
First, i’d like to say the experience with the salesman Mike in Auburn Hills was good. Not pushy, friendly. The problems all start with after GW gets paid. My mattress and adjustable bed frame were scheduled to be delivered the next day. I was supposed to get a call with a delivery time window. Next day they show up and deliver mattress, no frame to be found. The delivery guy stands next to me and looks at paperwork after removing mask. Tells me i need to call to get cleared up. I call and leave a message for call back. No call back. I call the next day and hit * to stay on line instead of request call back, since that doesn’t work. On line for 10 minutes or so, says i am next in Que, then takes me to voicemail. I go to store and bitch about this and they promise me it will be delivered later in same day. I am awakened by call from delivery guy at 1:21 am asking to delivery….SERIOUSLY?? I tell him its too late. He says he can deliver at 9 am next morning, I will be his first delivery. I call him around noon the day and he says to call the store, its his day off. WHAT?? He told me at 1:21 am the night before i would be his first delivery. I try calling store again. Again, i wait 10 minutes or so, 2nd in the que, then forced into voicemail again. Back to store I go. I tell them this and one of managers tells me 1:20 am works for some people. Are you kidding me? I finally get a manager with some sense that looks into it. She tells me i will get it today. Of course she says i should be the first of the afternoon deliveries, but i get email that says between 7 and 10 pm tonight. We shall see. NEEEEEEEEEEEver shopping GW again. Not a big deal that its a day and half late, but never can get through on phone and constantly told things that do not happen. And oh yeah, stoner delivery people.
Same happen to me. I orderd back in July and got a call last Wednesday saying they would be there Thursday between 1130 and 230 I took the day off sat here with my door open as it was nice. 3pm comes i call n ask whats going on. They say oh u weren’t home the driver has a picture of your address. Little did they know I have cameras and why would I miss something that I ordered 3 months ago. And I took the day off work. So I ask them to forward the photo of my house. They wouldn’t so I asked what color it was. They gave me the wrong color house as I knew they didn’t come here. So then she says we can deliver first stop in the am. So i take the morning off work thinking I’ll be first. But then I get a email saying it will be 11pm -2am wtf so I’m really pissed by then so I’m looking and someone changed my phone number for the delivery guys. So I call and couldn’t get ahold of anyone in auburn hills so I call xanron and she changed it. So 12am comes they show up start putting together and ask if i have screws…. wtf for what oh they don’t have any hardware for the bed or the mirror so still till today 10/15/20 I have not got a call back from anyone and when I call nobody knows anything. So after 3 months of waiting I get a bedroom set I can’t even put my mattress on and sleep. So beware gw blows
hi I need help for my niece, she was homeless until yesterday, she is need of furniture for her and her 3 children. she has nothing. I am not able to buy furniture for her. can you donate furniture before she lost everything she had purchase a beautiful sectional from you. call me at 313 521 XXXX.
Hi I do not have a complaint with the store or the bed that we bought . Everything was great . The complaint that I have is with the bank that you use , Comenity Capital Bank . I was late one day with my payment and was charged a late fee. They sent me a letter stating that they are unwilling to remove the late fee . This is very poor customer service . I have made every payment on time but this one. All the years and all the credit accounts that I have had, they all were willing to work with me . Well if this is how they are going to treat your customers then you just lost one. I will do my shopping at Art Vans from now on .
Good day Gardner-White Furniture, My name is Eddie Green, I’m a product developer from Louisville KY. I have developed a patented life saving product that I believe would be an absolutely perfect fit for the Gardner-White Furniture Stores.Obviously the staff members are aware of slip trips and falls ,but are the employees,and customers informed daily to think safety first? I was hoping that Gardner-White Furniture would be open to outside safety solutions ,and If so, I have a website that will quickly highlight the benefit of this product . Please let me know to whom I may send more information… perhaps that person is you? Thank you for your time (please see website smartsafetytechs.com )
Dear Management
My experience with Gardner-White is NOT good, I was not given notice my purchase will not be coming today 9-5-19. Called and only got voice mail, figured out how to track my purchase to find it has been cancelled by someone in your organization. Went to the store to be told I have three opitons,
1) Come to the store and try another product. Thats not going to work because I did that and I bought the one I wanted not something else.
2) Wait till Monday 9-9-19 and we Should be able to deliver it then, I guess they want me to sleep some where else because I gave my mattress away this morning , never received a call saying the delivery wont be arriving,
3) We will return your money, works for me I’m on my way
Showed up at the store to be told only corporate writes check and the don’t do that today.
Guess I have to take option Two since i don’t have any money left to go elsewhere today. Well, I’ll hopefully be able to show up at corporates doorstep on Friday and get my money. I don’t have a bed to sleep in tonite. This is how your compensate customers for your mistakes, This is another experience that will be taking to social media, Facebook, tweeter. inst-gram, you know the \ones I’m referring to, Next time, Oh there wont be a next time as we stand know. Takes my money and doesn’t deliver, not good for Garrdner-Whites reputation, should have read the reviews before I went shopping one and a half stars, RED FLAG
Purchased a bedroom set from you in late June. The delivery driver broke my TV and left without informing me. I’ve called and spoken to a Carrie at the Auburn Hills location several times who promised compensation for the inconvenience. Yes my TV was replaced as it should have been however there has not been any compensation or even a simple phone call from the store manager to apologize for what I had to go through. Every customer does not want money or something “free” when they have been inconvenienced! A simple acknowledgement would be Ok as long as it’s done in a timely fashion. I was speaking to someone on messenger for the pass 3 weeks who promised me a phone call from your corporate manager Tiffany and to this date NOTHING! When I push back on the lies this person fed me, they blocked my messages. How unprofessional. Is this how you treat a paying customer? I would love to speak to a real person/CEO so that I can share my experience.
I am waiting on Gardner White to get back with me. I have bed that the delivery people said they could not take the old mattress off as it had stains. So that meant they could not put the new bedding in our bedroom. So I have to expect refund . My husband and I Retired Veteran D. Johnson (we are now seventy years old). I told them they could leave old mattress on the yard for bulk pickup, but told not allowed to do that either. Are they reselling these used mattress? They should be throwaway. I called corporate also. They have not gotten back to date yet. I will be calling Action new next week if no one calls me back.
Terrible experience with delivery since last two days they didn’t fix my bed yet no one taking responsibility still with out bed even after paying the whole money..
Worse service ever! Don’t buy extra warranty from Gardner white! It doesn’t cover anything. It’s a scam. It took 3 months of me trying to get my recliner fixed or at least a answer! Of course Lady said it not covered ?!. When I picked out the furniture. I ask the salesman does warranty cover stictching on furniture and tears. He said yes. So stupid me fell for his scam! I will Never buy anything ever from Gardner White. Worse customer service ever and lots of run arounds excuses on why I never received a call back in 3 month!
In 2014 we purchased a king size box spring & mattress set. The set has a 10 yr warranty. The bed has broken down (both boxspring & mattress) and is very uncomfortable to sleep on. We contacted the store and they sent someone out to examine the mattress. The representive took pictures and measurements and told us the Taylor store would get back with us. An hour later the store called and said that WE had to replace the box springs and clean the mattress, it was stained, before they would make a decision on what to do. The mattress has had a mattress cover on it from the day it was delivered, there is no stains or rips on the mattress or box springs. Why do we need to buy a new box spring if the ones we have are under the 10 yr warranty??? And why do we need to clean a mattress that a body had never touched?? Between this and a recliner sofa we bought that fell apart within a year of purchase that Gardner White could not longer get parts for – we are no longer customers of Gardner White.
I guess I should of read the reviews before making any kind of purchases from Gardner White in Warren. Mich.Im having the same problem. Such bullsh*t scam! A month mattress already crap!
We should all call & Action News and tell them about problems.
I have had an extremely dreadful and unpleasant experience with your corporation, Gardner-White Furniture.
I purchased the Luigi full-size bedroom set and the Cadence queen size bed from your Taylor Location on Wednesday November 28, 2018. It was to be delivered on November 29th, Thursday to my residence.
The day of the purchase, I was told by the person reading the contract that it would be delivered at 4:30 pm on November 29, 2018. The person DID NOT state that the delivery team had a timeframe that could be up to 12 midnight. With that, I did not receive my furniture and it was incomplete and not fully set up until after 11 pm at night.
Let me say this in defense of the delivery personnel; they were very profession and kind. I have nothing bad to say about them. BUT they did not have the proper footboard for the queen bed or the slats for it; or the slats for the full-size bed that goes with the bedroom suit. They assured me that the distribution center would bring it back the next day, November 30, 2018. Now, that is still a problem, because the professional movers were moving my furniture into my new residence, and I did not have the time to sit around and wait all day, and afternoon for the delivery. I wasted several hours that could have gone into me cleaning my old place to have it ready for move out inspection.
When the delivery personnel arrived, they again where very professional and kind. I have no issues with their demeanor or attitudes at all. They completed construction of the queen bed, but still did not have the slats to the full-size beds. THIS IS UNACCEPTABLE!
This has gone on for 2 days in a row, and I did not have my proper furniture that I am paying for; not that I received as a charity case. I am paying for it with my money.
So, with that, I was told that they would bring the slats to the full-size bed on Saturday, December 1, 2018 in the morning. I told that I was placed on priority and would have my furniture delivered in the first round of deliveries in the morning.
Do you know that I did NOT receive the remaining part of my furniture order? I waited around all day for Gardner-White to deliver my furniture and did not receive it. I was furious as I should have been but did not take it out on anyone that answered the phone. I was very calm and very professional with all the people that I spoke with, but I was not afforded that same professional curtesy.
I called the Taylor store and was speaking to a young woman by the name of Esmeralda. She was very curt, short, and abrupt. She did not use any professional listening skills at all. I explained to her several times what happened, and she continued to not listen and ask me repeatedly the same questions. At that point I was so upset I wanted the delivery team to come to collect all the furniture and take it back to the warehouse because I didn’t want it. It has been 3 long days, and I do not have my proper furniture or proper respectful treatment from the Gardner-White Furniture Company. Esmeralda stated that they would “give” me my delivery for “free” and I would see a “$100.00” credit to my account. I finally received my slats to my full-sized bed on December 1, 2018 at approximately 10:40 pm at night. After 3 long, grueling days, I finally received my furniture completely.
Most people would go to social media and to the Television news to embarrass you. I am not that type of person. I like to deal directly with the company before I decide to go outside of our circle.
I was told that the Store Manager was Mark at the Taylor Location. I asked that he’d give me a call due to the situation, and because I was not pleased with the type of services that I had received. I have NOT received anything for the store manager named Mark. I was told he was in a store meeting yesterday morning and would contact me later. I have not heard one word from this person. Not an I’m sorry is there anything I can do to make things right, nothing. And to add insult to injury, they spelled my name wrong and continue to keep calling me Ms. Clever land. My name is Ms. CLEVELAND. This is ridiculous!
I am so disappointed in your company. This is not good customer service at all. I may not be one of your big spending customers with a Gardner-White Credit Card, but I am still a customer, nevertheless. I should have been treated with the same respect and dignity as any other customer would have been. For your company to say, “we will give you a free delivery” was a slap in my face and disrespectfully to me as a customer. 3 days of the wrong deliveries and for your delivery company to be a NO CALL NO SHOW was the most discourteous, disrespectful things that could have every been done to a customer.
I sent this email to your customer service department on Monday, December 3, 2018. As of yet, I have not received any type of acknowledgment or reply. I am at the point that I will never purchase anything from Gardner-White Furniture again; furthermore, I am considering filing a complaint with the Better Business Bureau regarding my horrible experience with your company. I am so disappointed in the treatment and lack of respect that I received from Gardner-White, I cannot even refer anyone to your company either. I am truly saddened and extremely disappointed in the treatment that I’ve received from your cooperation.
I purchased a small couch. Salesman was helpful and professional. This was my third purchase in less than 6 months from the Novi store. It will be my last . You advertise same day delivery . I paid for the couch Sunday it’s Friday and it still has not been delivered. Tuesday you forgot to put it on the truck . Really what kind of service is that . How is that professional and guaranteed service . It just get worse . The manager apologized and guaranteed delivery Wednesday. Wednesday I confirmed delivery time via text and email . I tracked the delivery through website. I received a text 10 minutes away . Delivery never arrived never calllef . No one answers your dispatch phone . You took my money yet have not delivered the service I paid for ,I do not have possession of a paid item . Left messages no return call .
My experience with Gardner White at the Southfield Store has been horrible. I recently purchased a mattress for my son, and the delivery was all strewed up. Once they delivered the mattress they broke a light fixture and was suppose to take the old mattress which they didn’t, left the old mattress in the middle on the floor on top of my son shoes. When I called the store to inquire about why they didn’t take the old mattress the young lady states “it depends on the condition of the mattress, which make no sense to me, because if the old mattress was in decent condition why would I need a new one.
Gardner White have all these little hidden stipulations they don’t tell you about until they
have your money. I’m so done with Gardner White , they will never get a dime of my money again. Trust and believe I will let everyone that I know how their service is (Crappy). I will also be making an attempt to contact out local news to put them on blast, because looking at the reviews Gardner White (Corporate) do not believe in calling the customer back or making things right.
Purchased dinning set august,20, have not received yet its October 5th, this is unacceptable, they delivered one with table being broken, I’m still waiting for set, ask for manager which seem to never be in, try to call cooperate office no help there,no one responds,or call back, this has been a terrible experience dealing with Gardner White, never would have thought I would go through this with a company this large..have account with them,after this it will be closed, all I get is it will be in next week, this is every week, as a good customer, I should get better service..
When I purchased my furniture at the Warren store I also purchased a 5-year-warranty. they were so nice to me when I was spending money there. That all changed when two days ago I tried to use the warranty. When I called the store the woman that I talked to was so rude to me. She actually yelled at me to give her the customer number. She told me that there was no record of me as a customer. She eventually set up a service call, but was so nasty I decided to go into the store on 08/31/2018. I was told that a service call was never set up. I was told that I had to call the warranty company. I went home and called the warranty co. and they said that the store had never registered my warranty with their company. At this point I am pretty frustrated and wonder what kind of business practice is this?! I am fed up and know I will not shop at Gardner-White for furniture again.
On July 11, 2018 one of your delivery driver hit my parked Lincoln Navigator and did alot of damage to my left front fender, knocked out my left headlight assembly and knocked off my front bumper. I cannot open my driver door due to the damage to my front fender. The truck license plate BB37862 and there is a Dearborn police report of 180043326. The driver and his helper acted like it was funny and tried to leave the scene of the accident, he was issued a traffic ticket for the accident.
I am 70 years old and handicap and this is my only means of transportation.
As of this date I have not been contacted regarding this matter and when my vehicle will be repaired and that I will be in need of a rental vehicle while my vehicle is being repaired.
I have faxed pictures of the damage to my vehicle. Please have someone from your corporate office contact me regarding this matter. If I do not receive a response within a reasonable time I will have to contact an attorney regarding this matter.
My name is Mary Pitts, ., Dearborn, MI 48126 and my landline phone is (313) 584-XXXXX.
Lewis is a bad Manager to make a customer happy nothing but a bad run around we had it all set up to buy the Luxor dresser we given the wrong information We live an hour away we were still going to purchase if they would deliver for free He said he would take 50 off What a joke Your company could care less about customers I really liked the dresser but not enough to be treated the way they have treated us
I purchased I bedroom set for my daughter from your Macomb Township store on 3/23/18. I selected a 4/4/18 delivery date, while she would be away on spring break, to surprise her upon her return. I called the store on 3/27/18 to change the delivery date to 4/5/18 to allow more time to finish painting/preparing my daughter’s room. My original salesperson, Mike Wagner, was unavailable but I was assured by another sales associate that the delivery date would be changed and that I would receive a call a day before to confirm a 3-hour delivery window the following day. When I did not receive that call a day before I called the store to inquire. A different sales associate stated that the I would receive the call the morning of delivery between 7 am – 10 am and did not know why I was told that. I left work early on 4/4/18 after receiving the call. The furniture arrived within the stated time frame. Midway through the delivery one of the movers informed me that the chest was not with the delivery and was on back order. He further explained that someone from the store should have contacted me. I told him that no one ever did. When they were finished placing the furniture the other gentleman asked for my signature on the delivery receipt and then asked me to go upstairs and see how everything looked. I already knew there’d be no chest……but no headboard/footboard either?! I asked him where these items were, and he replied that they too were also on back order.
2 weeks from the purchase date I received half of my purchased items with no notification that I’d receive less than I paid for. If that simple courtesy had been extended I could have delayed the delivery until it was all available. This “attempted” bedroom makeover was supposed to be a surprise for a 9-year-old girl. The overall lack of professionalism is disappointing.
I echoed these sentiments when I was asked, via auto generated email from Trustpilot, to rate my experience. I received an email stating that Gardner White had viewed my response and would be getting back to me shortly. After several hours I have not been contacted. I called my salesman at the Macomb store who was unavailable, several hours have passed since I left him a message. This type of service is nothing short of despicable and pathetic. I wonder how many other dissatisfied customers have experienced similar incidents and had the situation exacerbated upon reading your return policy stating, “All returns are subject to handling fee of %25 of the sales price”. Absolutely ridiculous. The fact that the people in your employ must be tracked down to address poor service makes matters even worse.
In September my husband and I decided it was time to purchase a new living room set. We had always been Art Van customers but, I had seen a set that had really caught my eye on the front page of their current ad. We went in and placed our order. As we were browsing we saw a dining room set we felt would be perfect for us. Our set was over 40 years old as it had belonged to my in laws and passed to us. It had held up well but, the chairs had seen better days. Since we were doing some remodeling we decided to go all out and purchase that as well. Less than 24 hours after delivery my husband (who is not overweight) sat on one of the chairs. One of the legs snapped and he fell to the floor. The next day he called Gardener White and within a couple of days they sent someone out. After examining the chair the person who came out said it appeared the delivery guy hadn’t correctly assembled the chair. He ordered a new leg, said it would be here in about a month and instructed me to call when it arrived. He said he would come back over and install it. Months went by and my husband visited the store several times to inquire on the progress. He was given one excuse after another. In the meantime he was sitting on another of the chairs and discovered a wire/staple/sharp object was protruding through the cushion. My husband grabbed both chairs went to the store, told them this had went on long enough and he told them he was taking two display chairs. Within days one of the replacement chairs had a leg snap. The other was loose. He turned it over to tighten it and discovered it was cracked. We now have two defective chairs. My husband is so fed up that he hasn’t went back into the store. We purchased this set in September. It should have lasted more than 24 hours. I feel it is poorly crafted with sub par materials. I believe we should be offered a refund and a new dining set. Someone is going to sit on one of those chairs and get hurt. I don’t even sit at the table as I’m afraid the chair legs will snap. The service in this store is horrendous. They don’t care. Once they get your money they are done with you. I will be contacting headquarters which I’m sure won’t resolve anything as they seem have an “I don’t care” policy. If I don’t get results I will be filing a claim with the Attorney Generals office. Enough is enough. One more note. The replacement leg was supposedly ordered in September. It is now January and it still has not arrived. What does that tell you?? Would be nice if someone would take the initiative and take care of your customers.
After being recommended by several close friends to shop at Gardner-White, I finally decided to make a purchase. After viewing the website for a few weeks, I finally narrowed down furniture to my liking. I went into the Canton, Mi location (January 22, 2017) and decided to purchase the Vulcan Bedroom set with the FREE 32″ Insignia TV. And I also purchased the warranty, because I was sold on Tony Ventrella and Micheal Lamb. A week later (January 27, 2017) I received the bedroom set and opened the bed first, which looked great and was defect free. As I began to open the box for the chest and the dresser, I noticed several issues, (loose backing, peeling, missing screws, etc). The following day (January 28, 2017), I called the Canton location to report the problems and they referred me to the corporate office, which I spoke with a “Marquita”. She set up an appointment for the technicians to come out the upcoming week to replace/repair the damages. I had requested for them to come out after 3p.m., when I would be home, but they came out during the A.M. When i got home, I noticed the replaced furniture was also damaged. I called immediately and spoke with Marquita , who informed me someone would not be available until February 13, 2017. when the technician came out and saw the damages, which would not be repairable, (the holes for which the screws went in, were stripped and the bottom of the dresser was peeled away). I expressed my disappointment and proceeded to the Canton store to see what could be done. I was told by the store manger, John (Very professional and I would definitely continue to patronize if I dealt with him) the District manager, Jeff Ballard only authorized a store credit which I didn’t understand because I didn’t finance and the damages were not of my doing. I also did not want to settle and pick furniture that I did not like. So after expressing that, I was referred to speak with corporate. I once again spoke with Marquita Moore, who informed me, after conferring with Jeff Ballard, that I could get a refund, but it would be less the amount of the television, which the charge is around $262. She stated this was due to the policy even after I explained the television was not open and I thought it was free. I was also told the warranty was non-refundable even though the furniture would be returned. When I asked to speak to the district manager, I was told he was in a meeting and that she held the same authority as he did and there was no other manager available to speak with. I was shocked she held the same authority as the District manager so I proceeded to ask her questions that I wanted to ask Jeff Ballard, but she would periodically put me on hold or continue to insist it was store policy. After I asked was Jeff available she stated he left for the day, after she stated he works until 6p.m. (it was 5:01pm). Then she said he was still in a meeting. I then asked her why did she feel the need to lie and it was unprofessional and very uncool. She said she felt she should not have to go back and forth with me after she told me that was the policy and nothing was going to change. I feel taken advantage of by these representatives of Gardner-White with the exception for the Canton store representatives. I know if they wanted, they could make the situation right, but they choose not to do the right thing. I feel like the information and reason given referring to their policy is a way to keep some of the consumer funds. I feel like this is a technical way of stealing from consumers. I also feel that Jeff Ballard could have handled the situation instead of hiding behind the customer service representative. The customer service representative named Marquita Moore, in my opinion, stepped outside of her spectrum of duties, and was some what rude, making the situation worst than it should have become. All that I am asking is to be reimbursed for the amount of the purchase, being that the television was stated to be FREE and they can have it back. Oh, and Best Buy actually sells that television for $129.99, so why is there an up-charge more than double the selling price (which is very close to the restocking fee price); which I was told I was not being charged. I offered to bring back the television, for it is in the original state in which I received. I am very bothered by how this entire situation is being handled and disappointed as well. All that I ask is to refund my correct purchase amount. I have no issue with returning all merchandise, including the warranty kit, which I do not need for I will not have the furniture. This first time shopping experience with the Gardner-White family leaves me stumped.
Words can’t even explain the indignation towards your company right now. I wasn’t even going to make a complaint about the egregious customer service experience my mother and I had inside the store because the wonderful manager handled everything so eloquently in store. However, everything went from bad to worse. Vanessia or whatever her name is got in my mom’s face and threatened her. We should have called the police and not bought furniture, but the store manager Karen defused the situation. Vanessia kept lying to my mother about the deals they had and when my mom questioned her about it, she proceeded to walk towards my mom and say “Girl Boom, you better get out of my face.” Then a MALE came over and stood directly next to my mom with his feed wide open and hand behind his back like he was security, so that’s when I had to tell him to back off of my mom. GHETTO PEOPLE!!!
Then the delivery men attempted to bring my couch in through my side door. Understandably, it wouldn’t fit. I suggested that they come through another door like my front door or my back door, and they refused to do so. All the man kept saying was “It won’t fit.” I asked him how does he know if he doesn’t try, he said “I just know.” He said that my ceiling was too low. I advised him again to please just try, and show me that it doesn’t work because you have space to go into the bathroom. Again, he said “Trust me, I don’t want to put this back on my truck, it just isn’t going to fit.” I told him I understand what he is saying, but to satisfy me, the customer, try it and see. There are two other door options to choose from. Again, he said no. So another grown man that argued with a woman for about 20 minutes about trying another door. I told him “Fine, just bring my chest in that I ordered and I will let them know that you aren’t even trying to get it in through the other door.” All he said was “Fine, I’ll call them for you.” That pissed me off even more because it showed that he obviously just didn’t care. He then told me that I could pay to have it disassembled and put back together. Why would I do that when you won’t even show effort of it not fitting instead of being lazy. They were totatlly lazy and just didn’t want to try. The younger guy stayed quiet the entire time, it was only the older boy that kept arguing with me.
I contacted corporate and all they said is they can take my complaint and someone would reach out. No immeadite solution. I asked how long would it be before someone get s with me, I spoke with Mara and she said “Can’t say what the turn around time is, I don’t know what they ahve on their agenda.” REALLY…. You don’t know what they have on their agenda??! Seriously?!?! As if my complaint isn’t warranted. I asked what would happen with my money and she said I can pay to have it disassembled (again hearing this is pissing me off even more), choose another couch, or get a refund. Nobody seems to want to help with this situation. I asked her to have the disassembly fee waved, she said I would have to contact the store directly. I feel like this is just one bad scenario after the other.
I contacted the store, and what do they tell me, to go measure my doors and call them back with the measurements and it will go from there. I feel like screaming right now. Isn’t this something that the delivery men could have tried? Isn’t this part of what they get paid to do or no? Corporate never called the next day either. I had to leave a message with the District Manager Jeff and finally, two days later he called. All he wanted to talk about was me paying to have the furniture disassembled. Not once mentioning the behavior of the employee’s there. Spoke with Pam Giacalone Regional Manager, and all she kept saying was to have the furniture disassembled. Again, why would I pay for that when they didn’t even try to bring it in through another door. The deliver manager never called to apologize either. So now, we’re pressing charges for the employee threats when all I want is to have my furniture and they won’t make it happen.
I have a mattress I bought at Gardner white and Gardner white came out and looked at it and told me it was defective. They will not call me back to resolve this issue. Called the Auburn Hills location and left a message with Rob twice.