Guardsman Avis 

Would give 0 stars if I could. Terrible experience. Very similar to other reviewers. Also learned that if you submit a claim and it’s denied you don’t get the credit back after the warranty expires.

Total nightmare! Incompetent people working for this joke of a company. They are rude and hang up on you. You are being yanked back and forth for weeks before a soultion, if you are lucky, is made. Might take them to small claims court if I don't receive my refund as promised in 7-14 days. Stay away from this company. They should be investigated.

Similar to all the other reviews, this company is essentially a con in my opinion. I was sold Furniture Insurance for accidental stains and damage via the company I bought my sofas from. It took so long to log each stain, and then I got a letter saying that I hadn't logged each stain within 28 days. I called up, apparently that wasn't the reason for refusal, it was actually because it was a 'build up of stains' even though I'd taken the time to log each stain individually. It's just a con, they won't pay out for your claims.

Horrible customer service!!! Don’t waste your money. You have to jump through hoops to file a claim. I called them and filed a claim then they told me I needed to go online to file a claim. I went online. I filed the claim I sent copies of the receipt and copies of the damage. Then I called to make sure that they received my claim. I was told that they received it, but they couldn’t give me a claim number yet until the claim was processed. I was told that I would be called by a service man to set up a Repair day I never received the call when I called Gardman 30 days later to check on my claim. I was told that my claim was denied because I did not respond to an email. They apparently sent me that I did not receive that said they needed pictures. I think this company just wants your money and doesn’t want to honor their contract. All it is is a simple cushion cover. I don’t even need a repairman all they needed to do was send me by mail a new Cushing cover so they say since I didn’t respond within 10 days mind you it’s only been 30 days since I filed the claim that they are denying my claim in full. It seems as if they do everything to delay the process so they can claim you voided the claim due to a very small window. I told them the pictures were attached to the original claim. It’s funny because they said they didn’t get the pictures of the damage, but they did receive the pictures of the receipt a horrible, horrible company as you can see by the many negative reviews.

*Update*
Happy to report, Guardsman has reached out we are working on a resolution. I’ll update once it’s completed.

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Original Post

I am writing to formally dispute the denial of my recent claim for the premium coverage purchased for our couch and loveseat.

The online claim process was complicated and not user-friendly, and my subsequent claim was denied under the claim of "natural wear and tear" for a defective single seat and a center console light. Given that the rest of the furniture is in good condition, classifying these specific defects as normal wear and tear is unacceptable. Furthermore, the escalation process to dispute this decision only allowed for leaving a voicemail, which is entirely inadequate.

As a disabled veteran, I purchased this furniture and the extended warranty using my disability benefits because the items provided necessary physical relief. Receiving a denial under these circumstances is highly disappointing and shows how untrustworthy this is.

Spent $10K on a leather sofa and bought the protection plan for $700 from Guardsman. A family friend's pet scratched the sofa badly with deep grooves in the scratches. After waiting a month and a 1/2 for any communication regarding my claim, they refused my claim because the pet wasn't ours. Extremely shady and unethical business practices. The sofa is in our home and we purchased the plan for situations that occur in our home. I had to elevate to a manager, who was rude and blunt.

I provided my direct details to be contacted by their upholsterer, but he consistently called my dad instead. He claimed I missed an appointment, yet my mum was home the entire time and he never even rang the doorbell.

He then claimed I missed another appointment because he kept using the wrong number—despite me calling Guardsman twice to correct it and explicitly giving them my details.

To top it off, after complaining, they are now demanding a £10 fee to reschedule, with zero guarantee they won't mess up again. Terrible customer service from start to finish. Save yourself the hassle!

because the claim will be rejected again! I asked him so why am I paying for insurance! He didn't care and basically told me to take it to the Ombudsman.

DO NOT USE GUARDSMAN! BELIEVE THE REVIEWS AND SAVE YOURSELF THE HEADACHE! Go elsewhere! There are better companies out there who actually care about integrity! Guardsman isn't one of those.

P.S. I always look after my things, the technician even mentioned how amazing my sofa still looked after 3 years of having it. The job isn't even that big of a problem, please see the photos. It could have been handled easily

After a ton of back and forth, taking time off work to get a technician in to see the damage, him emailing guardsman and walking me through a couple of fix options (he was great btw!) guardsman denied my claim. They said it’s “normal” wear and tear. I said no way, there’s clearly been a mistake. They said it’s no longer their problem and that there's no chance that they’re wrong.. even though the proof and evidence shows otherwise. (I called and asked this using these exact words). Now I’m 2 years into a 5 year warranty with them and I have no hopes that it actually will do anything. Money wasted.

I've been trying for weeks to get Guardsman to respond to my claim. I've even had our Haverty's rep call them, and Guardsman won't follow up. Don't waste your money on this protection plan - it'll cost you a lot and you get nothing.

Well I have to say, I’ve dealt with this company in the past & never had any problems until the last 2 years. I paid for insurance cover for my £4,500 worth of X 2 sofas. Had nothing but problems. First one, metal sheared clean off fitting. Took 9 months of waiting for parts to be shipped from USA, just to find they sent the wrong one, so eventually written off.
Second sofa cushion totally flat, my husband has been sitting on metal for 7 months. Parts ordered & delivered to a staff members old home….now written off.
This company couldn’t organise a “P” up in a brewery.
I would stay clear of this company for insurance for your furniture.

I have to say one thing very positive, the engineer “Ian” was wonderful at all times.
Furniture from DFS who sell the insurance policy.

I purchased a TV from Brandsmart and purchased insurance from Guardsman Insurance. Claimed was filed on 5/19/26 and as of 6/17/26 still have not received my check. Worst Company ever!

The technician Jon that came to fix our sofa was absolutely amazing.
Very informative what he was doing.
Very tidy dust sheet etc.
Would recommend him 100%.
Brilliant at his work.
Super efficient.
Sorted a problem for us no hassle at all.

I have bought most of my furniture at Havertys Furniture in Greenville, SC. I have always purchased the Guardsman Insurance for each item. It cost $250 when I do this. Currently I am having a problem with my lift recliner making a clicking noise. My recliner is less than 2 yrs old. I filed a claim with Guardsman Insurance and they did absolutely nothing to help me repair my recliner. The info they supply upon purchase does not help with anything but stains and is misleading. Im very disappointed in this insurance company.

I would avoid this company. I have been repeatedly denied a claim because the company now says it is normal wear and tear. It is not. I explained that they could deny any repair at all saying this and that I definitely would not have purchased if I had known.

The worst company ever. It looks like everyone getting denial on their claims.

This whole process has been a nightmare to get my tv fixed. They don’t even want to speak to customers or help giving a solution to our concerns. They treat us like if they are giving a free service for a warranty that we customers pay for. A lady from the customer service team booked a tv technician from another state despite confirming my home address and stating the address 3 times. I missed my day of work for their negligence. I asked to speak to a supervisor and they stated they don’t have any supervisors. They booked a second appointment with a near technician since they made an error the first time and they assigned a technician with a one star review for a brand new tv I purchased. This is disrespectful and unacceptable. They shouldn’t play with customers time and money.

Absolutely horrendous customer service. Will find absolutely any loophole to get out of providing a service that you have already paid for. Don’t bother wasting your money!! Customer service and communication is just non-existent. Horrendous company avoid at all costs.

Would leave 0 stars if I could. I couldnt submit a claim due to website issues. Called them. After 40 mins on hold I got told to use the website. Eventually managed to make the claim but the system doesn't allow you to properly explain what has happened or notify them of several issues in one form. Called them to explain what im having difficulty with and I have been told there is nothing they can do. Both customer service agents I have spoken to are so rude. I have very little faith that anything will actually be done.

OMG Guardsman is the WORST! You spend hundreds of dollars so that if you furniture of gets damaged, they will repair it. They find any reason not to repair it. On a Recliner after waiting weeks they said the manufacturer should repair it and I should call Havertys, which is BS but I called Havertys and they said the manufacturer warranty expired and Guardsman is supposed to take care of it. Don’t waste your money on Guardsman. You would have better luck hiring my Golden Retriever. He would do just as much for your furniture requirement did