Category: | Furniture Store |
Address: | 4400 E 14 Mile Rd, Warren, MI 48092, USA |
Phone: | +1 586-826-8300 |
Site: | gardner-white.com |
Rating: | 3.1 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 9AM–9PM 11AM–7PM |
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Kristina Rosewarne
Purchasing furniture from Gardner White was the worst buying experience I have ever had. I would never have expected to been treated so poorly by a company that I was spending thousands of dollars with. This is a long story, but it really shows how bad the furniture quality and customer service are at this business. My husband and I purchased a couch, loveseat and chair from Gardner White back in September of 2016. It was The Lynwood collection. We loved the furniture when we first got it, and were really excited about how good it looked in our living room. The sales people at the Warren store were friendly and easy to work with. Fast forward 6 months and our couch and loveseat was completely worn out. The fabric started pilling on every surface, and it looked like it was about 10 years old. It was really shocking how low quality the furniture was. We had purchased the protection plan, so we called up Gardner White, and they sent out a technician to take a look at our furniture. The man who came to our house agreed that the couch looked horrible, and advised that we call Gardner White in a couple of days to let them know that we would like to “reselect” a new furniture set. Gardner White did let us reselect, meaning we would return the old furniture and get to pick something new of equal value from the store. We were happy with this solution, and went into the store to pick out our new set. When we went back to the store, the saleswoman acted like she had no time for us and kept pressuring us into making a decision because “she had other clients coming to the store”, and “we were just lucky Gardner White let us pick out new furniture”. Naturally we had a lot of questions about fabric choices and quality, and she barely gave us yes or no answers. Eventually we settled on a new living room set, The Cosmo Collection, and left. The day the new furniture was delivered, it already had wear and tear on the fabric. The delivery guy told us it gets like that on the way over from China, and all of the furniture in this collection usually has imperfections like what we saw. He informed us Gardner White considered it a “customer preference” that we didn’t like the way it looked. We decided we were unhappy with the quality of the furniture and wanted to just return everything. We were spending about $2,000 on our living room set, and we wanted it to look nice, and stay looking nice for more than a few months. My husband and I have both wasted hours of our lives talking to the customer service department, and the store managers trying to get this resolved. We were finally able to return the furniture, and were told we would get refunded for everything except for delivery charges and a few other fees. Basically we were going to have to pay $200, and they were going to take back all of our furniture. So we accepted and they came and got the furniture the next week. That was in May, and we have yet to get any type of refund, and we have no furniture in our living room. The communication between the customer service, stores, and finance department is a joke. You can talk to all of them in the same day and they will all have different stories. After some time on the phone with customer service again today, we learned that they never even processed our refund back in May, and now we have to wait another two billing cycles for our refund to be processed. Maybe in September we will get our money back, and will be able to purchase a living room set from a more reputable company. This has been a nightmare and I cannot wait for it to be over. To summarize: Poor quality furniture, horrible customer service, and out of date business practices have left us with an empty living room. Still waiting for a refund for furniture we haven’t had for months. They have lost our future business and the business of our friends and family. Stay away from Gardner White.
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bnaeyaert
Where to start? We ordered almost $10,000 worth of furniture for our new house....not because it was cheaper, but because we couldnt find furniture we liked anywhere else. They were great to us in store (of course) but after that we had nothing but problems. One of the deals we got included a free television...well they forgot to add the television onto our order...good thing I checked the receipt and called after noticing no TV on the list to be delivered. We gave them 1 month notice before we needed the furniture delivered to our new house to be sure everything would be in stock, but when delivery time came everything was not in stock. Feeling a little aprhensive because of the problems thus far I called about 2 weeks before delivery was scheduled to double check when they would be coming out because we had to take a day off work, and lo and behold they had delivery scheduled for the wrong day. They also forgot our other orders since everything was not on one order...just trying to explain that to customer service was hard enough. It took the lady 3 times just to get the delivery date correct! She kept scheduling it for the very next day, which apparently that wasnt even a delivery day for them and our stuff obviously wouldnt be in stock. I called again 1 week before delivery was set and they STILL didnt have the delivery date correct. Since we had things on back order they called weeks later after delivery ( which thankfully went well) and told us to come pick up the stuff....when we got to the flagship store the only thing that was ready was an area rug (we drove an hour one way.) I was very unhappy to have to drive that far only to be told all that was available was an area rug when we assured our whole order was in. They assured us because of all the inconviences that they would personally deliver the rest of our stuff. Weeks later we get a call to come get our stuff...even though we were promised home delivery. After explaining this they said Okay when would work? I told them a Saturday would be fine. Well, Saturday comes around and no one calls or shows up to deliver the rest of our items. So I call Sunday and ask what happened. They say someone will call us back with an answer....well nobody called us AGAIN! So I called Monday and they said again, let us do some searching to get to the bottom of this....again no call, so finally, my boyfriend had to call and they told him it was my fault nobody delivered our stuff. What a joke.If I didnt like our stuff so much I would return it all and look elsewhere.
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Cecilia Brzezinski
I visited Gardner-White Furniture this past weekend to purchase a new mattress. The prices were pretty good and they were offering a king size mattress at the same price as a queen. Our salesman, Alin Barbat was very helpful, respectful and professional. He helped us to locate the mattress that we wanted and was very well informed on the product. Alin was very patient throughout our decision making process. Since we ended up with the king mattress we decided that we needed a king bed for the mattress and we picked out a bed that I saw online that I was sure my husband was going to like. Alin showed us the bed and was very well informed about it and helped us to pick the proper foundation for the mattress. To be perfectly honest, I swore off Gardner-White Furniture more than 30 yrs ago, when I had a bad experience at their store on 8 mile. I gave them another chance when I needed a electric recliner for my mother in law last year. Everything went ok then. So, I took a chance again with them at the 14 mile store and was pleasantly pleased when Alin double checked for availability on our bed. He saw that according to the computer there was only 1 left in a king. He knew that it had many parts to it and called the warehouse so that someone could physically check to make sure all the parts were there so that there would be no delivery problems the next day! Genius! I loved that he had the common sense to double check this for us! Awesome sales person! He has restored my faith in Gardner-White! The delivery went smoothly, even though we were suffering through a power outage! I warned the delivery guys when they called to let me know they were on their way, even though it was still light outside it was a very dreary day and the lighting was not good. I provided oil lamps, LED lamp and a flashlight so they could see what they were doing. The one delivery guy was an expert at building the bookcase bed very quickly and in the dark! The other guy carried all the pieces inside. All in all this has been a very pleasant experience. If you find yourself needing furniture, I would recommend the 14 mile store and ask for Alin Barbat! Thanks Alin!