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March 2024 by Brittany L.
Warning before you buy a mattress! As a return Gardner White customer, we are extremely disappointed with our last experience. My husband and I were looking for a new mattress and went to the Canton store on 2/3/24. We were greeted by multiple sales consultants and Randy ended up helping us. He showed us 5 mattresses, all either Tempur-Pedic or Aireloom ($3,500 +). When we asked about other brands we were told they aren't good. We were not "in love" with any of the choices and wanted to think about it. When we suggested that we were going to leave, Randy was very persistent. He had wanted us to lay on the Tempur-Pedic mattress again and not wanting to be rude we did. He kept pressuring us to buy it and kept saying if we didn't like it we could return it or exchange it no problem. At this point, we didn't know what mattress to get and Randy kept pressuring us. He Clearly didn't want us to leave without buying it. Against our better judgment, we finally just caved as he wouldn't stop. So he pressured us into buying a Tempur-Pedic Luxe Adapt mattress, along with an adjustable base and mattress protector. The bed was delivered later the same day and we hate it. On Tuesday February 6, 2024, we returned to the Canton location to see what our options were for returning or exchanging the mattress. This is when we learned they don't return mattresses and the "best sleep guarantee" has hidden details. You get a one time re-selection after 60 days, pay $199.99 processing fee plus a 10% of original mattress price for a handling fee. You also have to pick a mattress of the same or greater value. In our case we paid $4,900 for the mattress, and if we pick a cheaper mattress, they won't refund the difference. We were told they couldn't do anything in the store and that we would need to call corporate. Since then I have talked to corporate many times without resolution or help. They wont even let me schedule a service call for the 60 day mark. To top this whole experience off the mattress and base were installed incorrectly and broke our bed frame. Which they have had to come back out twice since the original delivery to fix. Gardner white shouldnt be able to keep the price difference PLUS pay a 10% handling Fee and $199.00 processing fee. Lesson learned, don't buy from Gardner white. Of note: If you're looking for a Tempur-pedic, order from them directly as their return/exchange policy is better. Tempur-Pedic's return policy asks the customer to try it for 30 nights and as long as it's within the first 90 days, they will return the mattress and refund the money excluding shipping costs.
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February 2024 by Laura H.
My husband and I made a purchase of a Lazy Boy chair. We went to the store on President's Day. We were supposed to get a free gift for coming in (never got one). We were told the chair would be delivered the next day. My husband and I stayed home all day. We were notified that they could not find our house. (never had anyone not be able to locate us by way of GPS). They called and wanted us to call them back (no answer!). We ended up calling the store number. We were told the driver came to the house. No he did not. They then said we were not home and then said they couldn't find us. I asked if the drivers knew how to use GPS because clearly they did not. The store could not even contact the driver, we offered to meet the driver. They said no, we asked if they could drop the chair off at the Saginaw store, they said no. Our only option was to schedule the delivery for the next day. TERRIBLE CUSTOMER SERVICE!!!!! Still waiting for my free gift. (I am not holding my breath for that)
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February 2024 by Judith L.
Their service is horrible. They sell horrible furniture, especially the Corbin sectional. I have had nothing but trouble with it since I bought it I recommend nobody by this sectional. It is a piece of crap.
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January 2024 by Jasmine Cheeks
I have been going to this location for years and have spent plenty of money with them. I brought a bedroom set with them over a year ago and purchased insurance on it. My headboard ended up cracking so I called the insurance company to do a claim. The insurance company told me they couldn’t fix it, and they would brand me a new one. They told me to call Gardner white to give them the claim info to set my delivery up and I did. My new headboard was delivered than days later I got a call saying I had to give it back because I didn’t give them my old one. Gardner white or the insurance company both NEVER stated that when I talked to them both. So I told them I wasn’t giving it back because that was the whole purpose of me paying for insurance. Gardner white told me if I didn’t give it back I would have a debt of 1200 with them , because I was supposed to know. I asked to speak to the manager about it and told her how was I supposed to know this and BOTH them never stated it. So to make a long story short I told them to come get it because I was not giving them 1200 dollars. The costumer service is very poor and I will never spend another dollar at this location because now I’m left with no headboard and have to buy a whole new one. The manager apologized and offered to send me a floor model bed spring and I did receive it, but the point is I still have no headboard.
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January 2024 by Rob Hensley
We looking to replace a couch that had been ruined from cat sitting. We had bought furniture from Gardner White before and we have always appreciated the quality and level of service we received. This furniture buying experience was what we come to expect. Low pressure sales tactics but Thomas was available to answer questions we had.
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January 2024 by Mike Murphy
Have been dealing with the same salesman for over 14year, great guy his name is Abeer he is now the sales manager. Started out at the old store down the road and has moved up, very helpful and great to deal with. Recommend him to all my family and friends.
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January 2024 by L87P
I Went to Gardner White to look for a bedroom set for my daughter. Sales Consultant Angelina Alfred greeted me, kindly asked what I was looking for, explained the store layout and pricing. I found the perfect bedroom set. Angelina thoroughly explained all the details of the set and the protection plan as we were going over the paperwork. I am so glad that I went to Gardener White and was fortunate enough to have Angelina Alfred as my sales Consultant. I would highly recommend both for any home furnishing needs.
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December 2023 by Teresa Turner
It was nice being able to shop inside and have no pressure from the sales person. My salesperson Christine was very helpful and didn't pressure me into a sale. I did end up buying a new loveseat and the process went quickly. I was able to go home with it the same day since it fit in my car. I recommend Christine as a salesperson.
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December 2023 by Michael D McQueen Jr
Didn’t like the service I received…. But the bed purchased was very nice and happy with the purchase not the staff at the store. The online rep was great that assisted! Thank you Corey!
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December 2023 by Linda Beirne
Gardner white store is very clean and all the furniture is placed very good for easy access. Everyone is very pleasant. My sales person was ally and he was a delight to converse with and he is extremely knowledgeable about the furniture and setting up a payment plan for a customer. It was a good experience and I found exactly what I was looking for and Ally took care of everything and explained everything perfectly. We bought all our furniture from Gardner white and will continue to do so in the future. Thank you. Linda beirne.
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December 2023 by Amy Childers
Sales person (Shawn) greeted me upon entry and stuck with me for the duration. Did not rush me as I took a while to make choices. Shawn was knowledgeable about the merchandise and able to answer all of my questions and handled the financing process as well. Excellent selection available. The set up and displays were very nice. I will return for future purchases.
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December 2023 by S H
I have never seen this bad of customer service. Purchased an item for same day delivery and install. And it had a missing part, they tried to rig it, but the screws came through the dresser, which is not okay. my then asked for help. They said they need to wait for parts, .The estimated time went from 2 weeks to 4 weeks and still no answer for where the parts are. I demanded that a manager help me find a solution, they Were very rude even though I was a patient and respectful customer. They just didn't want to work hard to find me a solution.When someone asks for same day it's obvious they need the item so they use it same day.There solution was to rig a part in the back room. I thought to my self, "finally a solution"!Then I get a bill in the mail for (Custom part $900)!!!What a joke!Do not waste your time shopping here. There are many other great stores in the area The appreciate their customers.
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October 2023 by Amy Baranski
I typically loathe shopping for furniture due to pushy salespeople that follow you around. Xavier was absolutely perfect- he was new and had the perfect mix of helping and letting us look. And the furniture came same day. Great experience overall!
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October 2023 by Jon-Paul Bakaric
Recently my wife and I purchased a brand-new mattress and “bed system” from Gardner-White. While the sales representative we worked with was friendly and professional, some vital information was not disclosed to us until after our delivery, and basically, we now have a headboard that does not attach to our bed system that cannot be returned, and to solve this I was advised to purchase one from them that works, or simply “take responsibility and deal with it” by the customer service agent.To be clearer, essentially when you go into the store to purchase a mattress, the sales team will push you to purchase one of their bed systems as well. They fold up and down and its nice. However, what they don’t tell you is that your headboard you already own, which possibly matches all of your other furniture that you really love and spent a bunch of money on, may or may not attach to your new bed system. To be clear, I’m told some headboards do attach, but according to the tech who sees this every day, most others do not, and you will need to purchase one from them. The tech even noted that many customers have complained about this, but the brackets they make are cheap and they never fix it.This was never explained to us. So, what happened is they came out, installed the headboard, and it was put on so flimsy that it literally fell over into the wall. The guys left without even saying anything. Not very useful or good looking when you’re paying 3k plus. I called and they were polite to send a tech out who explained that they make these brackets cheap and it’s a known problem, but basically there is nothing I could do except “put a towel or something else” behind to support it.So, I called customer service to report the issue to see if there were any solutions other than the towel. Immediately the customer service agent was not friendly, advising me I had “called too soon” after my appointment, like I knew there was a time frame. I told her about the problem, she then revealed to me the information that my sales representative and no one else told me during the 4 hours we were there, that this bed system that they aggressively sold us only attaches to certain head boards. At the time of sale, not only did our sales representative never ask us about a headboard at all (odd), but he never asked us what kind of headboard we had so I could check if it would be compatible with this system, or even mentioned the possibility that this might happen. If he would have, I would have considered this at the time.So, here we are stuck with a headboard that doesn’t fit which I can either leave leaning against the wall forever, or buy a new headboard from Gardner-White. No discount on purchasing this headboard was even remotely offered or considered, no apology was even made and there was no understanding for my point of view. The customer service agent was rude, not helpful, and basically said that it was my problem and I could “take responsibility and deal with it”. Must be nice if you live in a bottomless pit of money, but sadly, I do not. Yes, I agree it is my problem, but for a company that specializes in selling furniture, bed systems and mattresses, this is some pretty vital information that should be disclosed to customers beforehand, not for them to find out after their purchase is made and nothing can be done.All in all, I will never purchase anything from this company again. I DO NOT recommend them. Go with another store or another retailer who will care about your purchase and value you. Here, you are just another number to be forgotten and shrugged off.
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October 2023 by Joseph Vitale
READ THIS BEFORE PURCHASING A MATTRESS FROM GARDNER-WHITEI never imagined purchasing a new mattress would be such an ordeal. Due to character limitations, below is an abbreviated account of my experience. The main takeaways are this:- Do your research and shop around. A mattress is a major purchase, something you have to live with for a long time and is not easily returnable. I would recommend not purchasing one on your first day of shopping. Come back and take a second look.- Understand the details of the “Best Sleep Guarantee.” It will cost you hundreds of dollars to take advantage of this guarantee and exchange/upgrade your mattress. A trial period is mandatory and downgrading to a more inexpensive mattress is not an option.- Know that the adjustable bed frames that they offer with your new mattress may not work with your existing bed or headboard (and the mattress slid easily on the one I received). Also, they are not exchangeable or refundable so do your research.- I would not recommend scheduling Sunday evening deliveries or service calls. But if you do, make sure you get solid confirmation before the store closes.- Before making a purchase, be sure to clear up any conflicting information you receive regarding products or policies with a store manager or higher up.I went to Gardner-White’s Warren showroom on a Saturday and was initially greeted and serviced by one sales representative soon later swapped for another. I was told this was store policy. I was given some conflicting information regarding product and policies between the two and the correct information was later clarified with the corporate office.I ultimately elected to purchase a $1000 Serta mattress, a $150 mattress protector required to qualify for the Best Sleep Guarantee (similar covers can be purchased elsewhere for under $40), and the included adjustable, heads-up bed frame (over the basic box spring foundation) as I was promised it would work with my existing headboard with the set of brackets I purchased for an additional $30.The mattress and bed frame were delivered on Sunday but they brought the incorrect brackets for my headboard. I also noted that the bed slid VERY easily on the bed frame. A second delivery for the correct brackets was rescheduled for between 4:00pm and 11:00pm later that day but they never arrived, nor did I get any kind of message regarding the delivery or cancellation thereof.I contacted the customer service the next day, expressed my dissatisfaction with the mattress, frame and service and a door step delivery was setup for the correct brackets. Unfortunately, when received they still would not work with my headboard. A follow-up service call would confirm that. I spoke with a sales manager and a couple customer service representatives at the corporate office and unfortunately, they would not allow me exchange the bed frame with a box spring foundation, in spite of misrepresentation and the mattress slipping on it. Nor would they allow me to exchange my bed before the 60-day trial period. (Keep in mind the $199 processing fee and in my case a $100 additional restocking fee to do so – plus the difference of upgrading).For multiple reasons, I am currently unhappy with my new mattress. For now, I wake up with discomfort and pain. Furthermore, I wouldn’t have opted for the adjustable bed frame if I knew it wouldn’t work with my headboard and the mattress would slide on it. I have since purchased a box spring from Amazon for $136 to replace it and I’m hoping to sell the adjustable bed to re-coop some money.Finally, most of the Gardner-White associates I dealt with throughout this were professional and courteous – especially the folks at corporate. But unfortunately, no one was really able to help me and all I’ve received in regards to my inconvenience and misinformation is an apology. So, realize there are a lot of details to consider when making a purchase at Gardner-White. Be aware of what you’re actually getting and what the true cost really is – or could be.
