Gardner-White Furniture Reviews 33,742

Good experience with the salesperson Winston in Warren Mi., I would recommend him to coworkers/ friends. He was very very professional, nice and gave my son his space to look. After the error on a piece of furniture he was able to resolve the situation fast and i appreciate him for that and he apologize for the inconvenience. I was not impress with the lady at the window at all when spending good money,we had to return a rug that was cheat looking, she look at us like we had stole the rug. Not friendly or understanding to our missing item that was not added to the receipt. She made it clear she is Office manager, that sat at counter i gave 4 stars due to her lack of empathy to the situation.

I purchased a living room sectional for my daughter in December 2020. After purchase I was informed that delivery would take 4 to 6 weeks. I waited for delivery. On Wed Feb. 16, 2021 I received a call that delivery would be Thursday Feb. 17, 2021 btw 10 Am- 2 Pm. The delivery person arrived looked at the entrance and informed that the furniture could not be delivered through door and left, he did not even attempt to bring furniture in. Later Thursday I returned to Taylor store on Telegraph Rd. Asked for manager because my calls to salesperson went unanswered. After explaining to manager about what happed I was informed that I would have to purchase another furniture set from floor preferably a recliner sofa set, which could be delivered once it’s taken apart, the other solution would be to have furniture disassembled, brought in and re- assembled for an additional $150.00. I disagreed with that solution. Then was informed to look on floor for another piece. While I looked on floor there were 4 salespeople talking by entrance. They spoke of my problem. No salesperson would assist us for the first hour we were looking. Then a female salesperson came to assist. When we told her what happened she told us she would get a more experienced person to assist. She left and never returned after speaking to the first 4 salespersons that did not originally assist us. After looking at them watching us not assisting us for another half hour. They were very rude. I went to the mama aged and asked for a refund. I measured the entrance of the apartment and the furniture and it appeared that the furniture would have fit. I went to another furniture store talked to the salesperson about delivery from Gardner White. He informed me which I already knew that the could have been delivered. The delivery people as well as sales personnel treated me terrible. Gardner White sale people at the Telegraph RD. Store in Taylor should receive course in customer service. I will not purchase anything else from them.

Worst robotic customer service system I've ever experienced. They want to charge $9 just to talk to a real person. I paid my entire $1,400 bill for my sub par bed in a one time payment so I wouldn't have to spend more hours of my time every time I want to make a payment.

Update 3/4/21. Received a call today asking me if I wanted the ottoman delivered. I told them not until the couch is in. Then I asked for an update on delivery and they said March 28 now. I asked how this is possible and they said manufacturer decides when to complete the order. This is very different from what I was told the day I handed my card over and was told “up to 12 weeks”.

Constant disappointment

So fars its been complete disappointment. Apparently my couch was "custom order" because I wanted the chase on the opposite side of the couch and the larger ottoman. Paid for my couch in full on Oct 18, 2020. Was told UP TO 12 weeks for delivery. January 18th came and I had to call them to find out what was going on. They said Feb 28 expected date. I get ONE text on Feb 14 that my ottoman came in followed up with a voicemail. They never contacted me again and I really didnt care to just have my ottoman here without a couch. So on Feb 19, I contacted them to find out my proposed delivery date is March 14 2021 now and there was zero mention that the ottoman was there waiting for my delivery. I get the whole covid thing, however I walked in from a radio ad that said same day delivery and obviously because this was a "special order", that didnt apply to me, however my recommendation is to pay as little as you are able to on deposit so in the event they dont meet your expectations, just walk and go elsewhere. Truly disappointing and while I understand its beyond their control, I know in my business, once you become our customer, we fight like hell to make sure we honor what we said, even if it means getting a little raspy with our vendors to get these orders fulfilled. Total disappointment.

Mattress frame installed wrong ruined my mattress and now they are asking for $300 more dollars after the frame stretched the mattress. They apparently don’t know what afternoon means because they showed up twice in the morning after verifying afternoon was my choice. Worst company ever then when you call it’s a call center where the vendors of the mattress not gardener white have trained gardener white staff to lie to you and minimize how they screwed up. Extra visits to the chiro for MEGAN to tell me she has been to 16 seminars and knows all about mattresses wish I could sell all of the furniture(over 6k) and return it you lost a customer for life

Found a mattress we wanted, listed at GW for $1799. Went in to ensure quality, etc. but fully prepared to buy that day. Our first salesperson, Josh, was so obviously and insultingly "selling" us that we didn't trust anything he said. We left to return another day. When we came back we had price shopped and found the same mattress for less elsewhere so we presented to GW for their "price match" - they said they'd match price (after much positioning as if they were doing me a favor), but took away all other incentives (free gifts, discounts on bedframe/boxspring, etc.) so that net/net the price would be the same as their ad. They offered no further discount or incentive. So, we walked and went to the other store where we got the very same mattress, an adjustable base (with Zero Gravity and vibration) and a mattress cover for a price LESS THAN the GW sales price. With GWs reputation for horrible service after a sale, and now knowing their prices can easily be beat elsewhere, we'll not shop with them in the future.

If you're buying a mattress, buy elsewhere.

Unbelievable service i received from a very good looking and extremely enthusiastic entertaining guy Rudy Nakas
I love how much fun I had buying my sectional and he called to check on me on the day of delivery wow I was shocked to hear from him He's a gem Unbelievable experience at Gardner White in Ann Arbor location

My furniture is just sitting in a shipping warehouse somewhere and has been for 2 weeks, waiting for Trent at Gardner White for a simple call or email to the delivery service to authorize them to deliver it to me.

According to Gardner White customer service they are “aware of my issue” but no one has attempted to fix it. Awesome.

I ordered in November 2020, it’s now February 2021 and still no furniture.

Needless to say I am very frustrated and I do not recommend that anyone give their business to Gardner White. They clearly do not care about whether their customers get their furniture or not, and they have terrible communication skills all around; with their customers and with their shipping services.

I ordered my furniture in July. I was told it would arrive at the beginning of Sept. I heard nothing from the the store so I had to call mid Sept. I was told it was on the next truck and it would be here in a week. We were so excited and removed our old furniture from our house. That was a huge mistake because it wasn’t true!! Still no one called me. I called back mid October. Was told again it was on the next truck. That wasn’t true!!! Still no communication from the store. I called the end of November and was told again it was on the next truck. That must be the only answer they give! Not true!! They finally called me right after Christmas. I was so angry that it took so long and there was no communication. I called the store and asked for a manager. I talked to Jennifer and asked if I could get a discount for my inconvenience. She did not care how long I had waited and give me nothing for the inconvenience. She is definitely not a people person and does not care about the customer service they give. The only thing great about this experience were the two men that delivered my furniture. They were very friendly and very helpful.

I ordered the Ethan bedroom set, an additional side table, and a king mattress in the beginning of July 2020. Not only did my furniture arrive in two different shipments (multiple months apart), but I also never received formal notice ahead of time that the deliveries were taking place. Each time I received a text message 30 minutes beforehand and that was it; no notice the day before or the week before. Whoever was handling my order was unprofessional and non-existent.

In the beginning of November 2020, I decided to purchase a living room set because I had time to wait around for the delivery (estimated end of January). After contacting customer service today (January 29), I learned that the delivery is being postponed until mid March 2021. I have not communicated with the new sales rep since I placed the order in November; I was originally reassured there would be more communication about my second order. I have yet to hear anything from the rep and only know about the change of delivery date because of the online chat feature through the website.

I will not be purchasing from Garder White again. Other than the convenience of the store credit card, I see nothing keeping me from going somewhere else for furniture. I like the quality of the furniture that I already received and the delivery men have all been friendly and helpful; the customer service, however, has been poor and there is no communication. I understand supplier backorders making things complicated, but why do I have to chase down my order time and time again?

Terrible at customer service. They don't clearly explain promotional information. I now need to pay $600 in interest, even though I was certain (100%) that I'd paid everything off within the time limit. I will never purchase anything from Gardner-White again; nor will I ever work with Comenity Bank---both of these companies have TERRIBLE customer service.

GARDNER WHITE- Beware.

We purchased 2 sofas over $4000. and selected a free tv. Wrong promo was sent to us even though we had been in contact with our salesman and corporate BEFORE we received the sofas stating that salesman offered us wrong promo item.
Our salesman assured us it would be corrected as he sent an email to corporate. I then called and spoke to a young man in corporate- when I did not hear back from our salesman. We did not know the promo was not corrected until after the furniture arrived (as you don't get the promo emailed to you until AFTER THE FURNITURE IS DELIVERED). So how could I know that it was not corrected in the first place?
Anyway, I contacted G.W. 7 times within a month, spoke with this nice young man, and numerous times he assured me it would be fixed. When it was not fixed, I called again and he informed us that we could not get the tv because we already had the sofas in our home (per his boss)??? I had been calling for weeks and this was suppose to be corrected. We had been in contact well before the email was even sent with the wrong promo item.

Then we received a DEFECTIVE SOFA!!!! The delivery men were adjusting the wiring/connectors trying to get the electronic footrest to work upon delivery. They tore some of the backing from the bottom by the switch, messed with the wires and it worked-we thought it was fine. The sofa stopped working AGAIN 3 weeks later in the recline position, we can not even sit on the sofa. We had a repair man out today and we are now informed that the wiring and the switch/buttons in the leather were bad. Again - it arrived damaged and did not properly work on day one. I told the repair man that he could tell them that we wanted to exchange the sofa. Gardner white has very poor customer service & shady business practices. They want to pull the factory installed buttons out of the leather and replace them- plus the wiring and switch. We want a fully operational sofa like we should have had after paying $2000 each.
This was noticed on day 1, it worked for 3 weeks. I was asked by GW customer service why I didn't called to report the defect, why would I call when it was working for 3 weeks? I called customer service and spoke to a young man whom rudely spoke over me and informed me that the sofa was not defective, and it was just the wiring....isn’t that part of the sofa? He sounded like he was 15 years old. I have been given bad information many times by rude individuals and I am certain I am not alone.. I informed the repairman and he was kind enough to tell me to call G.W. again.
We paid $4000 cash, did not get the tv, we have a non-operational reclining sofa that we are not able to use, and I am being told that it will have to be repaired?
*****EDIT**** below are a couple pictures of the quality that you get from Gardner White & $4000.. The sofa looks like 2 different pieces as the stitching doesn’t even line up. Repair man said this is normal and not terrible. The door model didn’t look like this. Would he like this in his home after paying cash for a mismatched, damaged sofa?
What is wrong with companies these days?

Salesperson Ruth at the Novi store was knowledgeable and professional when I placed a custom order for a sofa and loveseat and was told it would be delivered mid-February 2021. From there it went downhill fast... Two weeks later I got a phone call that fabric was no longer available. Went in and selected new fabric and Ruth said she'd put a rush on it to still meet the mid-February delivery date. Waited 6 weeks and called to see how things were going when the operator mentioned my order was coming mid-April. I asked to speak to Ruth -- was put on hold for 25-plus minutes but NO ONE ever came to the phone. Called back and left a message for the Store Manager. NO ONE ever called me back. Called again today and found out that I can't cancel my order without losing $500-plus. No discount for taking so long. Wondering if I'll ever get my furniture OR my money back. I should have listened to others who had shared their Gardner White horror stories.

I purchased 2 couches on October 3, 2020 and it is now January 2021 and I did not receive my couches and was told they were out of stock as of January 16, 2021. I had to call several times and continued to receive emails that the couches were out of stock. The customer service representatives were not clear on where the couches were and I felt misled and was not happy with my service. When I went to another company, I was able to purchase 2 couches and they are being delivered on Thursday, January 21. I cancelled the order and requested a refund.

Spent about $6000 at Gardner-White. Customer Service is very poor. Most of the furniture brought to my house was defective and I had to fight with them to fix the issues. Still to this day I have a leather couch with pin holes in it, and it has not been remedied. It seems as though no one is checking the quality of the furniture before it is put on the trucks and sending out defective furniture. I miss ART VAN furniture. I never had these issues with Art Van. And it seems like nobody cares at Gardner-White.

On 12/20/20 I purchased a king size adjustable bed. On1/5/21 Gardner White attempted to deliver my items. My mattress was ripped up so I refused the mattress. I called gardner white to let them know
So they rescheduled for delivery on 1/13/21.
BRIAN PAUL WAS MY SALES PERSON.I CALLED HIM TO LET HIM KNOW HE NEVER CALLED ME BACK.. ON 1/13/21 THEY DELIVERED MY MATTRESS(THE MATTRESS WAS GOOD. BUT WHEN THEY TOOK THE BASE OUT THE BOX IT DIDNT WORK. ONE OF THE GUYS CALLED THE PLACE TO THEM MY BASE WASNT WORKING. I talked to the lady and she told me they will hv someone come out to check why it wasnt working..NO CALL NO SHOW.. I CALLED GARDNER WHITE AND THEY TOLD ME I WILL HV TO WAIT FOR A WEEK FOR THEM TO COME OUT AND TRY TO REPAIR IT. I AM VERY UPSET AND DISAPPOINTED BECAUSE I BOUGHT THIS BED FOR HEALTH REASONS. I HAD A SPINAL INFUSION DONE ON MY BACK. AND I EXPLAINED THAT TO MY SALES PERSON BRIAN PAUL.. I AM NOT SATISFIED POOR CUSTOMER SERVICE... I WOULD REALLY LIKE SOMEONE TO CONTACT ME BECAUSE THIS IS NOT RIGHT
IM PAYING FOR SOMETHING THATS NOT WORKING. AND THE WORKERS AT GARDNER WHITE SEEMS NOT TO CARE. I PAID MY MONEY FOR SOMETHING AND IT HAS TO BE REPAIRED. UNACCEPTABLE!!I WILL NOT BE SHOPPING AT GARDNER WHITE AGAIN.. BAD SERVICE AND COMMUNICATION!!AGAIN I PURCHASED A BED FOR MY HEALTH REASONS MAJOR BACK SURGERY!!! THIS IS SO SAD.

My wife and I spent over 2 hours sampling mattress, since we both like 2 different styles of comfort. We finally agreed on a Sterns & Foster mattress. Ready to purchase and then asked the salesperson if they had the "EXACT SAME MATTRESS" in a floor sample area. The salesman advised he would investigate and let us know. He returned and mentioned he had the "EXACT SAME MATTRESS", but it would be a non-returnable purchase. We thought it over and agreed after 2 hours of sampling, this is the mattress we wanted.

The mattress was delivered 3 days later without the manufactures tag, that typically identify s the exact model and style. This was NOT the same style of mattress we agreed to in the store. The mattress delivered was ROCK HARD. Neither of us are able to sleep on this bed. We were extremely dissatisfied with what we received.

Returning to the store, I reviewed our experience with the Store Manager and how we were LIED to for a sale. The mattress delivered was not the "EXACT SAME MATTRESS". there were NO labels on the mattress to validate receiving what we paid for was what were expecting to receive. HOW can an exact same mattress be made WITHOUT validating labels?

Explaining to him that we are now stuck with this mattress because of store policy. He could see my frustration and advised me that a service representative would be at our house in a couple of days to review the situation. The scheduled day I was advised to see the service representative, never showed. I called the number on the Store Managers business card and I was connected to the customer service department. After a long discussion with this person, I was advised that a team member is scheduled to be at our house, 10 days after when were advised.

The final results of this situation is unknown.

BEWARE - salesperson (previously Art Van) promised the same exact mattress, but did not deliver. Paid to receive a mattress we cannot sleep on. We have to purchase another mattress and it will not be at Gardner White.

This is my last experience with this organization.

Ordered the Whitney Sectional told it was a firm and better quality sectional. What a joke! This is the worse sectional ever purchased. They will not refund our money or allow us to trade for different sectional. The salesman lied about this sectional being firm. There is no support in the back of the sectional. This cost us over $3,500.00 with extended warranty. I specifically asked for a Detroit Furniture sectional, to be told they do not care it. I found out later the Taylor store did not have that sectional, but the other stores did. Its very disappointing they will not stand behind their products. We only had it for 3 weeks when the initial phone call was placed to customer service. They only have a 7 day refund policy, like thats long enough. I have always purchased from Art Van who stood behind their products and provided great customer service. I will never shop at Gardner White again!!!

We purchased a five-piece white bedroom set for our daughter in September. After several phone calls, we received the bed set in November partially. The day before it was to be delivered, we received a phone call legit g us know that the mirror and nightstand were on backorder, and we should have them by the beginning of the next week. When the bedroom set was delivered and set up, it was filthy, with cracks in the paint, chips on the dresser. There was NOTHING about this delivery, a white glove delivery as they advertise. I contacted their corporate office, leaving a message, no return call. When we purchased this set, they offered a free tv. Here we are, four months later, no mirror, nightstand, or tv. We have called and called only to be given excuse after excuse. I would NOT RECOMMEND buying from them!

Was expecting a couch delivery today, when I ordered last week I was told everything but a bench was in stock, when the delivery drivers showed up today they had half a couch and a rug. No phone call saying I was not receiving what I was supposed to receive. It wasn’t even the full part of the couch, just the chaise. We waited ALL day for this delivery. Changed plans to be home. Highly inconsiderate and unprofessional. A phone call would have made the difference between a highly upset customer and a mildly disappointed customer. Absolutely no customer service!! Buyer beware 😡