ComplaintsforGardner White Furniture Company

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa and loveseat, and loveseat was delivered defective. There are lights on the bottom and the light will not go off on one side of the loveseat. I wanted it to be exchanged. That has been declined on numerous requests. I requested the whole order be picked up and I would select another set based on the cool down period. I was declined that as well. I paid the remaining money on 4/15/24 in the evening. I requested a refund on 4/17/24 shortly after taking delivery. I simply would like to feel comfortable that my purchase is not defective. I feel like it's going to be a ongoing issue if it's defective.

  

  Business response

  04/21/2024

  Greetings

   

  We have received and reviewed your complaint. We empathize with any frustration you may have, after reviewing the purchase history; there was a completed exchange done on 4/17/24. The merchandise is under a service and repair warranty, replacements will only be granted if repairs are not possible going forward. 

   

  Kindest regards 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Yesterday I reach out to the corporate customer service phone number of ******************************************************************** in ****** for the 11th time since 2021. This company continues to refuse to remove my name an address from their system. Im told over and over again that my request has been submitted. Im not requesting this company, Im DEMANDING that they remove my name and number from their junk mail and quit harassing me. Ive never been a customer, nor will I be if they are too incompetent to handle this request. REMOVE MY NAME AND ADDRESS!!!!!!

  

  Business response

  05/07/2024

  Greetings

   

  We apologize for the frustration the unwanted correspondences have caused. We have added **************** to the DO NOT CONTACT list. We have followed that up with an email to our advertising team in hopes that they can add an extra effort so that the contact to **************** ceases. 

  Again, we extended our sincerest apologies. 

   

  Kindest regards 

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gardner-White charged my *********** credit card $200 for service that was not rendered. They never credited or refunded the money back to the *********** card. They requested a credit card to pay for a possible disassembly charge, and said they could only take a credit card over the phone. The *********** was used to pay for this. When I called and told them that it wasn't going to need to be disassembled according to their delivery person they said that they would credit the *********** card but they never did. Again when I spoke with them concerning this they said that they could only credit the account and take it off of that balance. But I told them that was not the agreement. In good faith upon their request I paid with my *********** card because they Said they couldn't use the gardener white credit card because this charge was separate from the furniture. So going by what they said I gave them my *********** credit card and to this day that $200 charge is still there from December of 2023 and they refuse to credit that card that they charged.

  

  Business response

  04/21/2024

  Greetings 

   

  We apologize for any errors with crediting back for the services that were not rendered. There was a cancellation of the disassembly fee noted on 12/20/2023., it looks like the credit reversal was finalized on 2/6/24. 

  We apologize with the frustration that this issue has created. There appears to be nothing further pending at this time. 

   

  Sincerely 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9 I bought two sofas from Gardner White which were advertised as "****** ****************** Reclining Sofa". See *********************************************************************************************************************** add stated that "Genuine top-grain cream-colored leather covers everywhere you touch ..."It turned out that only portion of the upholstering is leather, while the rest is artificial material. Such actions constitute fraud and violation of the MCL 445.903(s) that prohibits "Failing to reveal a material fact, the omission of which tends to mislead or deceive the consumer, and which fact could not reasonably be known by the consumer." I returned the sofas but Gardner White retained $1000 of restoking fees. I want them to return restoking fees.********.

  

  Business response

  04/21/2024

  Greetings

  We have received and reviewed your complaint; we empathize with any frustration. There was an inquiry made on the merchandise in question, and as it states in this submission the item is covered in genuine leather everywhere you touch which would be the seats, backs and armrest areas. The outside and side panels are areas that would be covered in a comparable material. 

  There was a refund processed within the 7-day allowed time and there was a fee of $1049.99 assessed against the credit due back to the customer. All purchases are subject to this same fee within this 7-day timeframe and is non-negotiable. 

  Please see the website description of the merchandise as well as the return policy that is also listed on the website. 

  Sincerely 

  Description
  Grand in size and outstanding comfort, the ****** Sofa stands out with impeccable details. Genuine top-grain, dark tan colored leather covers everywhere you touch that is held together with a welted edge and double stitch to keep it extra durable for years to come. You'll love the padded seats and backs that will support every part of your body while you relax on the ******. The buttons on the inside of the arms will let you recline as far as you'd like with the lay flat recliners and adjust your headrest to your liking. Open up the center console to find storage space, cupholders and a USB port for charging your electronics.

   

  Return Policy
  Gardner-White return policy for deliveries made inside our service area
  If, within 7 days of delivery, you are not completely satisfied with your purchase, you are welcome to select another item or cancel your purchase for a refund*. All returns and re-selections are subject to a handling fee of twenty-five percent (25%) of the sale price. Additionally, the value of the protections, pillows, electronics, gift cards, and delivery fee will be deducted from your return refund. Merchandise re-selection or refund is available only if the original merchandise is returned in new condition. An inspection will be performed at the time of return.
  Please inspect your merchandise thoroughly upon delivery. Any damage or defect must be noted on your signed delivery slip and you must contact our service department within 48 hours of delivery. Depending on the severity of the damage, we will have the item repaired by our professional repair service at no charge to you; or, if the damage or defect cannot be repaired, we will arrange for replacement of the damaged piece.

  Customer response

  04/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The response provided by Gardner White confirms that Gardner White is engaged in fraudulent activity.
  Specifically, Gardner White response states that:
  "We have received and reviewed your complaint; we empathize with any frustration. There was an inquiry made on the merchandise in question, and as it states in this submission the item is covered in genuine leather everywhere you touch which would be the seats, backs and armrest areas. The outside and side panels are areas that would be covered in a comparable material."
  
  
  This item was advertised as follows on company's website: *******************************************************************************************************************? STES AS FOLLOWS:

  "Grand in size and outstanding comfort, the ****** Sofa stands out with impeccable details. Genuine top-grain cream-colored leather covers everywhere you touch that is held together with a welted edge and double stitch to keep it extra durable for years to come."
  

  Nowhere advertisement states that leather covered areas are restricted to only "seats, backs and armrest areas". 
  Nowhere advertisement says that "The outside and side panels are areas that would be covered in a comparable material." 
  Nowhere advertisement even mentions "outside and side panels."
  Advertisement claims that "Genuine top-grain cream-colored leather covers everywhere you touch ..." and one can definitely touch "outside and side panels" which therefore must be covered with leather.
  
  The Gardner White response claims that "The outside and side panels are areas that would be covered in a comparable material." Not only this was not part of advertisement but it also false because 
  the material that covers outside and side panels is not leather and in no way is comparable to the "Genuine top-grain cream-colored leather" as specified in the advertisement. 

  Basically, information that Gardner White provided in its response to BBB, regarding that fact outside and side panels are not made of leather, was not revealed to me before sale and thus Gardner White is violation of MCL 445.903(s) that prohibits "Failing to reveal a material fact, the omission of which tends to mislead or deceive the consumer, and which fact could not reasonably be known by the consumer." 
  
  
  
  Had Gardner White stated these facts, I would not have purchased these sofas.
  
  Gardner White committed fraud against me and now tries to deceive BBB.
  
  
  Please stop them if you can.
  
  Regards,
  
  ***********************************.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a massage chair delivered 3/30/24. I was told complete set up and show me functions of chair upon arrival. Chair was dropped off without showing me anything about chair. Chairs speakers don't work, voice commands don't work, phone charger doesn't work. Store is unable/unwilling to resolve. I've got extended warranty they refuse to honor. My only option they gave me is to return chair and charge me $700 restocking fee.

  

  Business response

  05/07/2024

  Greetings

   

  We are happy to report that all concerns with the chair listed on this complaint have been resolved with a completed replacement. There is nothing outstanding or pending at this time. 

   

  Sincerely 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a leather recliner in July 2023 for a new condo that I am not living in 100% of the time so I wasn't using the chair a lot right away. When I started staying there more often, I noticed the seat of the chair was sitting lopsided. In November 2023, I called their customer service and a service man was sent out. He agreed that the seat was not sitting properly and said they would replace the seat portion of the chair and it would ***********-8 weeks. Six week later in February 2024, I received a new seat which was installed. The next day, the leather on the new seat was all puckered, leaving a large "butt" indentation. I called service, sent them a picture they requested and was told they would send someone out to look at it. Service came the next day, used a heat gun to shrink it, was told ALL leather stretches and mine would most likely stretch again and they would only come out once more for this problem. The very next day, the seat leather was stetched again with another "butt" indentation. I am being told now that the service supervisor determined that the stretch is within the normal range of stretch for leather and they won't do anything more. This is $1400. chair and I purchased an extended warranty. The original seat of the chair did not stretch or look like this after 6 months of wear whereas the replacement seat stretched after one night. If ALL leather stretches, why doesn't any of the furniture on their showroom floor look like this with people sitting in it all the time while shopping. I feel that this entire chair should be replaced. I also feel that since they replaced the "Apollo" line which my chair is with different line they are calling "Apollo" I may have received inferior material on the replacement seat. Any help resolving this would be appreciated.

  

  Business response

  04/23/2024

  Greetings

   

  Please be advised that we are unable to access the purchase history under the name and contact information listed; please provide the order number and or telephone number listed on the purchase. 

   

  Kindest regards 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello,I have contacted Gardner White previously to stop sending any advertisements to the household in ************************ mich. They are harassing, and I have never done any business with Gardner White.Someone has provided the address ending in 85 illegally to Gardner White.I would kindly ask that they stop any further contact, and stop all forms of notifications to the address mentioned previously.Thank you

  

  Business response

  04/18/2024

  Good afternoon, 

  We empathize greatly and would be happy to assist you with terminating any advertising.

  We would be required to have the information to take care of this concern. 

  As soon as we receive this information, we can take you off of our advertising list. 

  Kindest regards 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 25, 2022 we went to Gardner White to look at Furniture. The sales representative ************************* asked if we wanted a warranty with our purchase. We explained to ***** we were moving to ******* in 3 months and asked if the warranty would transfer to *******, she said yes so we purchased the furniture and warranty. We would have neve purchased from Gardner white, and would have purchased furniture in ******* if we knew the warranty wouldn't transfer. Our couch broke 12 months later and come to find out the warranty does not transfer to *******. We spent $1,000 on a couch that is broke after 12 months and $250 on a Warranty that doesn't work. I have reached out to management to find out why they lied to me and no one will contact me back.We are requesting a refund for the couch and the warranty seeing as neither work.

  

  Business response

  02/25/2024

  Greetings

  An investigation has been initiated on this concern. Unfortunately, there are no notes that support that there was knowledge that the merchandise was being moved out of state, the delivery address was located in Mount ******* ********* 

  There is an open service order where there was an evaluation from the third-party company FCP; in which a part order was processed. There are notations that an arrangement was made for a relative of **************** to ************* up from the Gardner-Whie location in ************ and get them to ****************, where they would then be installed in *******. 

  We are awaiting to hear back from our parts team that the part has been received and will contact **************** to inquire if the arrangement for pick up would still happen. 

   

  Kindest regards 

  Customer response

  02/25/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  We were told the part would be delivered to my nephews place of business, not pick up.
  
  Regards,
  
  ***********************

  

  Business response

  03/03/2024

  Greetings

  Once the part has arrived, we will drop off to the relative's address.

   

  Kindest regards 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date of transaction was 10/5/23. I purchased a right facing sectional and a queen size bed. The furniture was delivered on 10/9/23. The bed was fine but the couch was a left facing. The drivers said they were unable to take it back due to the fact they had already taken the plastic off.When contacting the store they told me they would come pick up the furniture and not charge me a restocking fee which they did not. Why would they even try to charge me and (THEY) messed up my order? Then they told me that the right facing chase was a special order, which the sales person never mentioned when I inquired about the furniture, so I would be responsible for the extra cost of it being a special order which would then ***********-12 weeks. With that being said I am without furniture, unless I pay extra for what was not mentioned when I ordered. You would think they would order the right facing chase with no the extra cost to the customer because it was never mentioned. I spoke with the office manager ************** on 10/17/23 and she was of no help. Thank you for listening.

  

  Business response

  01/24/2024

  Greetings

  Upon review of the purchase history for Ms. ******* there was a visit to a Gardner- Store on 10/21/23 and a new purchase made. We are happy that the concerns were addressed and rectified and truly apologize for any miscommunication. 

  Upon review of the delivery report, it appears that all of the new goods were delivered into the home w/o fault and completed. 

   

  Sincerely 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The sales person at Gardner White furniture store, ********************, wrote up a furniture order of furniture that I had selected. The order was placed and drop off delivery was scheduled. Upon arrival of the delivered furniture, one chair was missing. I inquired with the delivery person, who stated that I should call the store. Upon calling the store, the response was that "they would check and get back to me". The store never called me back and after two days I made the call to the store. Upon speaking with a customer service rep, I was told that the chair was on back order until the end of October (original order was placed on September 18th.).I then went into the store to inform customer service, the sales person, and store manager (*********************) that I no longer wanted the furniture because I chose not to wait on the "back order" of the chair that was originally expected. The sale person, ********************, never told me that one chair was/would be on back order when the original order was placed.I have requested that the furniture be picked up within the allotted time frame (seven days) and the arrangement for pick was made with the store via the customer service. They never came to pick up the furniture and are refusing to do so. I have spoke with **************** on several occasions, they only give me the run around saying things that is unbecoming to such a huge furniture company. I sincerely feel that sales rep placed my order knowing that one chair was on back order, but intentionally did not inform me on purpose in order to make the sale. This was under false pretense, unethical, common store practice for Gardner White, and morally wrong. The only thing I want is for the store to pick up the furniture out of my house and not charge me a "restocking fee" given the sale person was responsible for informing me and giving me the choice to make a choice to wait or not to wait for a back order.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩