Guardsman UK Avis 

I was very impressed with the service and the gentleman that came was very polite and helpful
He turned up on time and completed the job very professionally
I was very happy with the service

We had someone come out to see the issues, he oiled the springs in the headrests and said the two chairs footrests would definitely need repairing. We waited to hear back and when I logged into the account saw that the claim had been closed and nobody had come back to advise anything. I sent photos again and messaged to ask when they would be repaired and why was claim closed before repair was done. As yet I’ve not received any reply from anyone. NOT impressed with how everything has been dealt with and complete lack of communication. We paid so much money for an insurance that they just seem to try and get out of. We are in the process of moving but once we have settled in our new place I’ll be taking this further. If we still get no customer satisfaction, I’ll be warning people in social media.

When the work was finally done, it was of an excellent standard. Excellent craftsmanship.
However, it took 3 months to be done from when I first reported it. Several cancellations and postponements. It was very frustrating. Apparently, there are genuine reasons for this but this was not communicated to the customer. I would give 5 stars to the work done but no stars for communication and response.

The engineer Steve Parkes was really efficient- quick and tidy. Really impressed with the work done, and he was very polite. Dawn Pannell

complete rip off these guys will do anything to not come round. They even promised a new cushion and it never came - please go elsewhere and do not pay for these guys

Painfully slow experience.
I submitted a claim on 10th July for a damaged cushion cover. You have to wait an age for them to come out and review it in person, even though you submit photos.

The man who came out was lovely, efficient and polite; he is the only reason this review isn't 1 star. He confirmed my cushion was in fact damaged, and they then raised an order to the supplier on 6th August.

I have now had an update saying the supplier will send out my replacement in 6 - 8 weeks. It's just a cushion cover! This means it could end up being almost 4 months to resolve.

Considering this is a service we paid for, I would be mortified if there was a legitimate issue with the sofa that meant I couldn't use it, as I would be stuck for months with no solution. Really poor service speeds.

Excellent, knowledgable, friendly and efficient.

Would give zero stars if possible.

Another shameful insurance that you pay for and then they won’t process your claim.

No response to emails. An utter waste of money purchasing the cover.

Don’t waste your money.

I had to report the fault to our chair twice because the first person I spoke to was rude and unhelpful but after speaking the second time to a very helpful person the engineer was sent out. Jason arrived within days and he was very polite, professional and efficient. He had to order parts and on his second visit the job was done quickly, Jason is the reason why I give five stars.

Extremely disappointing experience with DFS Sofacare/Guardsman.

My accidental damage claims were accepted, yet approximately nine months later the repairs still have not been completed and I still cannot even get an estimated repair date.

The latest response from Guardsman simply says they will continue to pursue the supplier and that they are “unable to provide” the information I have requested.

What makes this particularly frustrating is that their own Sofacare policy says that where replacement parts are being sourced from the manufacturer, they will provide an estimated date of arrival and inform the customer of any delays. After nine months, they still cannot provide that estimate.

Their policy also allows them to move beyond repair where necessary, including replacement of the damaged part, replacement of the furniture, or a cash settlement. Instead, my accepted claim appears to be left open indefinitely while they continue chasing the supplier.

I have already escalated the matter to the Financial Ombudsman Service, but there are delays there too.

I paid for a five-year protection plan expecting that, if I had a valid claim, it would actually be dealt with. Waiting nine months with no repair date and no meaningful resolution is simply not good enough.

Accepted claim. Nine months waiting. No repair date. No estimated parts date. No alternative resolution.

Absolutely shocking service from this company avoid at all cost at the time they promise the world when scs sell the protection cover.
The customer service team have an attitude and will try to get out of a claim. We do not sit on our sofa and stitching has come loose and are saying it’s wear and tear .
You paying for cover that’s not worth it

It was easy to arrange the repair. On the first visit the mechanic was unable to complete because he didn't have the required part in his van. The second visit was successful, At all times everyone I encountered (telephone advisor and the mechanic) was polite, professional and helpful.

Very good service in all respects. Our service person arrived promptly and dealt with all of our cleaning issues. They removed all stains from our furniture - our sofa is back to its best.

Two guys turned up, John and his assistant,remove their shoes before they came in ,check to see what the problem was which was located pretty quickly, needed one new part luckily had one on the van so sorted the problem tidied up put their shoes on the left, perfect
Big thank you to the guys
Regards
Steve

This complaint has been going on for a year and still not resolved

Easy to contact quick service from guardsman rep who did an excellent job sorting my problem with great results very pleased with the service x

Arrived on time, quickly diagnosed the fault, repaired faulty component. Job done. Took less than 10 minutes. Very pleased.

Customer service second to none superb company went out of there way to help to ensure the product was correct and delivered on time one of the team gave me her personal mobile number because of a delivery issue out of there hands DX deliveries are a joke there drivers deliver when they want to not according to there delivery times. However if you want a product for your car for your dogs highly recommend them as top class 5 star

Service was good to arrange engineer visit, engineer turned up when stated was informative about process, and then came back to complete job when parts available. All in all excellent service provided

If you are considering taking out this insurance when you purchase your new sofa - dont. They take ages to respond to claims and when they do, they find a way to avoid actually sorting out the issue and then denying it. I repeat - do not take out insurance with this company. It is not worth it at all. I trust that they will reply to this trying to find a justification, however do not be fooled. They are effectively scammers.