Complaints

This profile includes complaints for Gardner White Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gardner White Furniture Company

  6500 E 14 Mile Rd Warren, MI 48092

  
• 

  Gardner White Furniture Company

  4945 Dixie Hwy Waterford, MI 48329-1709

  
• 

  Gardner White Furniture Company

  39453 Ford Rd Canton, MI 48187-4320

  
• 

  Gardner White Furniture Company

  45300 Hayes Rd Macomb, MI 48044-3846

  
• 

  Gardner White Furniture Company

  4400 E 14 Mile Rd Warren, MI 48092-4326

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a rocker/recliner from Gardner-White that was delivered on 11-26-2024. It was an early Christmas gift for my husband. Upon delivery, my husband noticed that there was a manufacturers defect in the rocking mechanism and one in the reclining position. The chair would not rock properly and the metal taps that prevent the chair from going back to much in the reclining position where bent. We called Gardner-White within 24 hours and expressed our concerns. We where told we had to wait until 12-10-2024 to have a video call from Gardner-Whites technician about repairing the chair. We called again and I expressed to Gardner White that I wished to have a new chair or a refund. I was told that they could only repair the manufacturer defective chair and that a refund would take about $125 from what we spent on the chair to restock it. That didn't make sense to me as the chair was delivered with a manufacturers defect. My husband has tipped over in that chair twice due to the metal taps being bent. Again we contacted Gardner-White and they said it would take 4-6 weeks for the parts to come in and than they didn't have a repair person in the area and would have to find someone to repair the chair and that could take up to 12 weeks. I feel like we are getting the run around with Gardner-White. All we wanted was for them to replace the chair with a working one and they refuse to do that. It would be more timely and cheaper for them to just replace it as we wished.

  

  Business Response

  Date: 01/09/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account.

  We apologize for any inconveniences that this may have had for you, although the chair is currently under a 1-year manufacturing warranty. Meaning that the merchandise is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. 

  We currently have the parts on order that are needed to repair this chair back to its factory standards. Our service technicians will be the ones to install the parts once they arrive at our warehouse. As soon as the parts are in, we will contact you to schedule installation.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 01/09/2025

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] This chair is a safety concern due to us tipping over in it and have to wait wait a couple of months, while the chair continues to get worse, is not a reasonable time frame.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:01/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited Gardner White in ********* to purchase a mattress on or about December 8, 2024. Stated our priority was comfort, as we are over 50 and having achiness while sleeping. The salesman recommended Tempur-pedic, and that is the only mattress he provided any information on. When walking around, asking about other mattresses, he did not provide any information and said Tempur-pedic was the only mattress we should get. We purchased the mattress, we are still not sleeping, we would like to purchase another mattress, regardless of price, and receive a refund if it is less, willing to pay more if an appropriate new mattress cost more. However, once a purchase was made, we no longer have the ability to look at any lower price mattresses. This information was not originally disclosed by the salesman, The salesman was very clear and specific that we had up to 90 days if we did not like the mattress. He failed to disclose the part about price and needing to be the same or higher. I feel we were misled, and never provided an opportunity to make a decision based on complete information.

  

  Business Response

  Date: 01/05/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account. 

  Generally, mattresses are non-returnable and non-refundable. The pledge allows you to reselect in the event that there is a comfort concern. The pledge specifically states that the mattress must be in the home for a minimum of 60 days and does have fees attached to it as well.
  

  The Pledge fees include a 10% restocking fee as well as a $199.99 processing fee which is stated on the customer's receipt as well as the website.
  

  At this time, the customer will have to wait the ****** period and if the customer decides at that point to reselect, they would be required to pay those fees as stated in the paperwork and reselect into something of equal or greater value. If it is of less value, the amount left will not be refunded. 

  There would be no further action we would take due to no errors that were made on Gardner White's behalf.
  

  
  

  Customer Answer

  Date: 01/05/2025

  [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:
  
  While I am willing to wait the 60 days before determining acceptability of the mattress, my main complaint is that I was only offered a mattress at the top end of my price range. My comfort was not of concern and I believe I was misled. I take exception to the Of equal or greater value requirement, as I was not offered any options of any other value.

  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date 6-6-24 1yr warranty with a purchased extended warranty.On 6-22-24 a service call was placed due to a squeaking noise coming from the unit. Service tech came out and labeled the noise as "break in of a new unit".On 9-17-24 another service call was created due to the electronics on the left side of the unit being dead. Service tech came out and agreed that the electronics needed to be replaced. Order was submitted for replacement parts. Replacement parts arrived and were installed approx 9-27-24.On 9-30-24 service request was made via Gardner White website form. Nothing was done.On 10-2-24 I called and was told that the previous request was never taken care of. Another service order was created. On 10-10-24 service tech arrived and confirmed that the electronics needed to be replaced.On 10-24-24 I contacted Gardner White (Deseri) about the replacement parts and was told that they were on order. On 11-17-24 contacted Gardner White again (******) and was told still on order and would take 8-10 weeks for replacement parts to arrive. Asked to speak with a supervisor and was told there were none available.On 11-7-24 email was sent to ****** ******* with no response.On 12-2-24 Left message with Gardner White HQ with no response.On 12-4-24 contacted Gardner White (Bionta) and was again told parts were on order and could take 8-12 weeks for arrival. Asked to speak with a supervisor and was again told none available. She stated she would forward my request to a supervisor and that someone would get in touch with me.This was a financed purchase and I am paying on a unit that does not work 100%.This is UNACCEPTABLE. At this point I am requesting that the unit be replaced with a new unit and have inquired about this but falls on deaf ears.

  

  Business Response

  Date: 12/08/2024

  Greetings,

  We empathize greatly and want to ensure you that a full review was made of your account. 

  Generally, part orders take a minimum of 8-12 weeks to arrive in. As soon as the part arrives, we would contact the customer to schedule the part installation. The customer is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. If the customer is having persisting issues with the merchandise, the customer can reach out to our customer experience department at ************ and we would be happy to send an additional technician out to the customer's home to evaluate the concern.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 12/08/2024

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] This is a financed product that I am currently making payments on. The item financed was to be in 100% functionality and it is not therefore I am paying for a non 100% product. And being that this is the 2nd (second) issue with this unit I am insisting that it be rectified by replacing it with a fully functional unit. Making a customer wait 8-12 weeks (2-3 months) for repair is ridiculous. When does customer satisfaction come into play?
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional and chair for delivery with removal of an old sectional; the price was over $8k. The sectional was an in-stock item while the chair was being special ordered. The sectional was delivered, but the entertainment console section was supposed to have reading lamp but did not. We contacted the store twice and were told they were looking into it and would return our call; they never did. We contacted the corporate customer service email, and were told they would place a parts order and contact us when it was ready to go. After a few days, we followed up and were then informed it would take 8-10 weeks for the light to be ready (for an in-stock item!); we informed customer service that having to wait 8-10 weeks for delivery of a piece that they left off was not acceptable and requested an alternative solution like returning the sectional piece and getting one that had all the pieces (again, this was an in-stock item). At that point customer service also began ignoring our requests. Why is it taking months and hours of effort to get a piece of furniture?

  

  Business Response

  Date: 11/26/2024

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account. 

  Part orders take a minimum of 8-12 weeks to arrive in. We order any necessary parts straight from the vendor to ensure the quality is up to factory standards. 

  As soon as the part arrives, we would contact the customer to schedule the part installation. The customer is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. 

  If the customer is having persisting issues with the merchandise, the customer can reach out to our customer experience department at ************ and we would be happy to send a technician out to the customer's home to evaluate the concern.
  

  
  

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a sectional for my daughter in June 2024, the cushions are now sagging so badly that you literally sink in, a technician came out his reply was nothing wrong I have try following up and am getting nothing but a runaround, they treat thier customers like trash with condescending remarks, I want the cushions replaced

  

  Business Response

  Date: 11/21/2024

  Greetings,

  Upon further review of your account, I see that a technician was sent out on 11/14/2024 to inspect under the 1-year manufacturer's warranty and verified there were no defects within the cores, springs and framing. It is normal for seat cores to compress from normal use in the home because they are meant to conform to your body. In order for seat cores to be considered defective, they must be compressed at least 30% of the way. 

  Currently at this time, because there are no vendor defects found, there would be no further action we would take. If the customer is having persisting issues 30 days from their previous appointment, the customer can reach out to our customer experience department at ************ and we would be happy to send an additional technician out to the customer's home to evaluate the concern. 

  Kindest regards

  Customer Answer

  Date: 11/21/2024

  [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:
  
  there are definite issues with these cushions it is awfully funny that your technician told my daughter that if she wasn't happy with the condition of them she should go to foam factory and get new cushions why would your technician direct my daughter to do this if there was not something wrong with them would like a different technician to come out and take a look at these and I do replacement Especially since your technician told us to go to foam factory
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 11/23/2024

  Greetings,

  We have created a second opinion service inspection for your concern. Please note when the service inspections are performed the service technician is there to find a fault in the workmanship: some inspections result in no defects being found and an explanation is given.

  Someone will be reaching out within 24 hours to schedule this second opinion service. 

  Kindest Regard

  Customer Answer

  Date: 11/28/2024

  [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

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a sofa from Gardner White on 3/10/2023. I also bought a 4 yr extended warranty. The footrest on the sofa busted about 1 yr later. We called the warranty company and filed a claim. Sent pictures of the damage on 3/27/24. On 4/8/2024 a repair technician came to look at the sofa. He took photos and inspected the sofa. He said he would order replacement parts. We called to check on the arrival of parts and was told parts were ordered on 4/18. After not hearing anything we called again on 6/5 and was told parts were ordered on 4/22 and that there was not an *** but most likely mid July. Called again on 8/1 and was told shipment was stuck somewhere. No tracking but that it usually takes about 16 wks. Seemed we got different answers all the time. At one point we drove to Gardner White to ask about just replacing the sofa but was told that it was out of their hands and it was up to the warranty *** to repair it. Called on 8/20, still no information, now 18 wks since ordering. Called on 9/12. Still no information. Called Gardner White on 9/12 and relayed all information to them that we had from the warranty company. Gardner White (******) told us she would check into it. The next day we received a text from Gardner White with the tracking number for the part. The part was delivered on 9/14. We called the warranty ** to set an appt to install the part. The technician came on 9/24. The part was not the correct part. The technician took several pictures. The sofa has continually deteriorated due to being used with broken parts. One side of it is unusable. Called the warranty ** on 9/30, no parts had been ordered yet and again on 10/7 when we were told the parts were ordered and it would take 5 to 10 months. Gardner White partnered with this furniture warranty company and should be held responsible.

  

  Business Response

  Date: 11/20/2024

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account. 

  We understand your frustration regarding the delay in receiving the correct part. To address this inconvenience, we would like to offer you the option to reselect the merchandise in question. We appreciate your patience and understanding as we worked to resolve this issue promptly.

  Someone will be reaching out to you within 48 hours to explain our reselection process. Again, we apologize for any inconveniences caused.

  Kindest Regards
  

  
  

  Customer Answer

  Date: 11/27/2024

  [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

  Date:11/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a bed room set from ****** white for $1,059.98 on 11/6/24,which I have been a steady customer, I was together a digital $75 And $50 master card and then have not received it yet ,I tried to call the store and they said I should have got the items, I **** ****** white do there customers right,I hope I get my cards

  

  Business Response

  Date: 11/14/2024

  Greetings,
  

  Upon further review of this order, delivery was done on 7/11/2024. From the day of delivery, the Mastercard rewards can take up to 2 weeks to be processed and sent to the email address on file. 

  We have reached out to our Elite Rewards team to have them re-send the email to claim these rewards. The email that you will receive will be coming from ****************, through this email you will have a code given to you and a link, you will need to go into the link provided and type in the code that was given to claim these rewards.

  I hope this cleared up any confusion, if you have any further questions, please reach out to our customer service at ************. 

  Kindest regards.
  

  
  

  Customer Answer

  Date: 11/14/2024

  [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

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/22 we purchased a love seat from Gardner White on **************************. We paid $1,108.69 which included a 4 year extended warranty. In April of 2024, we called to make a claim on the warranty. It took 2 months before someone came to assess. Then another month for a part. 2 more weeks for appointment for repair. When repairperson arrived, determined was not the right part. Had to call and reschedule. Waited another month for follow-up repair. Had a confirmed day and time range. Repairperson never arrived, never called or texted. When we called, were told yes it was a confirmed appointment, but could not explain why no one showed. We rescheduled for a month later, first available for them. On 9/16/24, with a confirmed repair appointment, no person showed, no call, no text, no email. We called the repair number and were told we had to call Gardner White and that we could not speak to manager. We called Gardner White main number and were told they could not help us and that we had to call the repair office. Again, we could not speak to a manager. We called the Gardner White store were we bought the furniture, and were told they could not help and that there was no manager to assist. We have been without the use of our furniture for 6 months with no resolution in sight. Gardner White will not assist nor give us any means to resolve our issue with the warranty we paid them for. We paid them in good faith. We now have no use of the furniture nor any means of resolution. Please warn others that Gardner White does not honor their contracts nor make any effort to make good with their customers.

  

  Business Response

  Date: 09/18/2024

  Greetings,

  Upon further review of this order, I see that the extended warranty company recently handled this though a manager call on 9/17/2024, and you are now scheduled for a service inspection on 10/2/2024.

  If you have any further concerns before or after this appointment you can call the extended warranty company at ************. Or you can contact Gardner whites customer experience at ************ and we will help you out to the best of our capabilities.

  With that being said, please keep in mind we cannot waive any decisions made by the Furniture Care Protection company. 
  

  
  

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we purchased a sofa from Gardner White we were informed if we purchased the warranty they would fix or replace any damage including tears, stains, etc. So we did at the amount of $162.74. Within a month the upper corner of the sofa had a tear in it. We called Gardner White and they said they would have someone come and look at it. We had to call two more times because no one came. About 6 weeks later someone arrived and said the back needed replacing and it would take about 6 weeks to get that part. We waited 2 months and called and they said it was on backorder and would arrive in 2 more weeks and it would be replaced. It never arrived. We called about 5 weeks later and they said, "Oh, we don't have that part. You can get a store credit and get another one." However, the prices had escalated and they had nothing close to what we purchased before. We would have to pay additional money to them! After this, I sent Gardner White a letter stating I could fix it with fray check, and we just wanted our money back. They never answered. After a year when the warranty ran out they said we could apply it toward another purchase - the $162.74. The last thing we want to do is ever purchase anything from them again. They lied to us numerous times, stating it would be replaced, stating they had the part but it would be two weeks, and then stating, no they don't make it any more. We tried filing small claims in ************ - ************** at a cost of $46.00 and would like reimbursement for that as well; however, because Gardner White would not sign for the certified court request receiving the affidavit from the ************ it was dismissed over time. People need to know their warranty is fraud and they will play the system to avoid small claims cases.

  

  Business Response

  Date: 08/31/2024

  Good morning,

   After careful consideration of your account and what you have gone through. I would be willing to refund the $162.74 for the extended warranty along with the $46 court cost. This would be a total refund of $208.74. We would then consider this a closed matter.

  Kindest Regards.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Gardner White. For the tenth time REMOVE FROM MAILING LIST. I AM NOT INTERESTED NOW OR EVER.

  

  Business Response

  Date: 08/30/2024

  Greetings,

  We have submitted your information to our do not contact list. This will occur within 30 days from the submission of the request.

  However, if you would like to be removed from receiving emails, please click the "unsubscribe" button on the bottom of an email, this will immediately unsubscribe you. 

  Kindest regards