TERRIBLE CUSTOMER SERVICE. I ordered a mattress and a bed frame on august 4th. Was told mattress would be there the next day, frame would be there within the week. With the purchase I had the choice of an 32' TV, or a $125 master gift card, I chose the gift card. Mattress came August 5th, frame dame SEPTEMBER 3RD at 9:30PM. Ridiculous. Within that time frame I tried to contact customer service 3 separate times and had to leave voicemails each time and my calls were never returned. NOW it's October 6th, STILL HAVENT RECIEVED MY MASTER GIFTCARD, and I am currently sitting on HOLD with their customer service line going on ONE HOUR. Do not shop here, do not give them your business because they clearly don't care about making a customer happy, only about putting money in their pockets. read more

During my original visit on 03 JUN 2014, I placed an order for a bed, with mattress set. $100 cash deposit was all it took to hold the order. As much as I liked the set I picked out, due to unforeseen circumstances, I had to cancel the order on 06 JUN. The gal at the service desk was most pleasant and understanding when I made my visit, telling me the cash refunds are done by check, and the checks are cut on Wednesdays and Fridays. This morning, I called from home and enquired about the status of the refund check. Coincidentally, the customer service rep told me that the $100 refund check had been cut on the 18th and should arrive in the mail by next Wednesday. read more

Ordered an item on line. When I received it was not as expected. I was told to return to the store. The order was 189.00. I was only refunded 100.00. I was charged a 25 % re stocking fee for an item I never saw. I also was charged a 42.00 delivery fee. This ridiculous that Gardner White charges this. No company charges restocking on on line orders. In the web online orders I talked to a very rude lady Maryann. She said there no one else I can be transferred to and continued to be rude. We have bought thousands of dollars of furniture in the past and will not shop there. I hope the 80.00 was worth it. read more

I bought an ottoman for $500 two weeks before Christmas as a present. Once the present was delivered it showed up grey and not brown as we had ordered. I was told they would charge us $125 restocking fee to get the brown one I ordered. Now I have to live with a dark grey ottoman that doesn't match our brown couches. Horrible experience. read more

This company is in need of a major overhaul to get into the 21st Century! Their salespeople and delivery process are all old school. I went into the Hall Road location to look for a new Living Room set. They salesguy starts off by telling me about their product levels (good, better, and best) and then proceeds to tell me that brands like Natuzzi and LaZBoy are garbage and they don't sell either of those brands. And boy, can these guys talk! I've never met salespeople who spent so much time talking and not asking enough questions. And, when they do, they don't listen. (I'll get to that in a bit.) It was so distracting. I couldn't relax and just look around to see what I might like. In any event, I looked at a few of the sets that they have, and I found a couple that I liked. In the course of the conversation, I asked about pricing for one of them because what they had was a sectional, and I want a sofa, loveseat, and chair. He came up with a $7500 price which seemed really high compared to another one of similar quality that had all the pieces priced out separately. All I could think was that he was either adding in the price of the furniture protection (which I did not ask for) or he was adding in these $400 battery packs that you can buy anywhere else for a little over $100. He then excused himself to handle another matter. Finally, I have me time to look around on my own! About 10 minutes later, he comes over with another salesguy who is now going to "help". It immediately reminded me of the days when you used to go to the car dealer, and they brought in "the closer"! I knew he was there to do just that..."close the sale"! Now, back to the point of the salesperson not listening. Earlier in the conversation, he asked how many people is the furniture for. I told him 2 and I occasionally have family over. I want to pick something that is comfortable for everyone and not just me. I was shopping alone, and I will be bringing another person to get his opinion once I narrow down to the final choice. I don't know what makes these people think, you're coming in and within 30 minutes, you're going to buy. This is an expensive purchase, and I'm going to do my due diligence before I make a final decision. When I got home, I still couldn't get past the $7500 price he gave me. I got online, priced it all myself, and the price including delivery was around $6300. I was shocked and puzzled to say the least. Another problem with GW, is their delivery process. I've purchased before, and they seem to think the customer should be at their beck and call. They will call you the morning of the delivery and give you a time frame. This means you have to take an entire day off from work for their convenience. That's not customer service. That costs me time and money! I'm really surprised GW is still in business. Their processes are so antiquated and old school. After this most recent experience, I doubt that I will be returning. It's too bad. They have some products that are great quality, and their GW Design Studio has some really nice stuff. read more

If you want to wait over a month to receive your order (they advertise they'll deliver the next day), call multiple times to get an update because no one calls you and wait over 30 minutes at a time to speak to someone then the Gardner-White Macomb/Hall Rd is your store. The prices here are not better than other furniture stores and I am sure your experience will be better if you go elsewhere. Stay away! read more

Don't get me wrong, I loved the quality of the stuff I ordered. But I ordered a 6 chair dining room set but they got 2 of the chairs wrong on the initial delivery. 3 months later, and 3 separate delivery attempts, and they keep trying to send me the wrong color of chairs. It's not worth all the hassle read more

Been waiting for a table for an year only to have delivered damaged. Was told the replacement will be sent in 2 weeks. Was also told I would not be charged. Well the table is not here and it's been a month. I was charged and had to pay on the financing. I'm feed up and asked for a refund. And was told no and no one will call me back with a fair logical resolution. What happen to customer service. The customer is always right. COVID has nothing to do with providing good customer service read more

Just had a house fire lost everything. I am grateful we were able to find a great sofa with recliner. Only had a frayed in stitching. They came right out within a day and fixed it right here in my home. They did a great job the sales man I can't remember his name but he was very helpful, friendly and professional. I'm very happy with our choice and look forward to getting more. Thank you and the price is very reasonable read more

The customer service is terrible. They are unprofessional. I bought a couch that was delivered damaged and to called the same day to set up apt for them to come out they never showed up and claimed to not have a record of me calling. I then asked them to just take it off my bill they charged me a restocking fee! They are awful and showed no empathy especially those in the office and the manager read more

I have purchased furniture from the Macomb/Hall Rd store 5 or 6 times over the past 8 or 9 yrs. I've always had a good experience and have been treated well whether just browsing or making a purchase. DJ Roselli has been my sales person each time and today when I decided to upgrade my living room with a new flexsteel reclining sofa and chair I went straight to DJ. I appreciate that GW has expanded their furniture selection to include more name brands and price points. read more

Was promised delivery of the wedge to my sectional by March it's now due supposedly in august... mind you since it's just the wedge I am paying for the couch in whole ... they keep pushing back delivery never will I ever shop here again! read more

The worst customer service I've ever dealt with in my entire life. If I could give zero stars I would. Months after purchasing our sectional, 2 of the 3 pieces were delivered. We were told the third (corner) piece would be delivered 2 months later- which was fine, we understand the strained supply chain right now. When the 3rd piece was finally delivered immediately the drivers realized they had brought the wrong piece because it didn't match the configuration of our couch. So they packed it up and scheduled another delivery. A week later the same piece is brought to our house, and again, quickly realized it was incorrect by the drivers. Both times the drivers were polite and professional and apologetic (this review has nothing to do with them). Later that day Gardner White contacts us saying that what we paid for was not in fact the corner piece but an extension piece and we owed them $500 if we wanted the correct piece to complete our couch. After going back and forth with their customer service, sales woman Patricia ("patty") and the manager, they decided it was our fault for not catching the mistake on our receipt. As stated on our receipt we purchased Left sofa, Right sofa, and "armless" (which we believed to be the terminology they used for the corner). So, because salesperson Patty made a mistake when typing up our receipt (which is understandable, mistakes happen) we now owe an extra $500 if we want a complete couch. And not one person in that store could take one ounce of blame, rather repeatedly tell us "well you signed". Absolutely unbelievable. Update: finally spoke with corporate (thanks to a DIFFERENT location that had absolutely NOTHING to do with this situation getting me in touch) and they are delivering our correct piece at no cost. The manager on hall road needs to be fired she is absolutely terrible..will never go there again. read more

A new mattress and box spring was the goal, and that goal was accomplished quickly and easily - no muss, no fuss. We weren't here more than 30 minutes. A tip of the hat to Bruce McAllister, a veteran salesman who knew what he was doing, knew how to interact best with us, and as stated, got everything done in a fast, courteous, efficient manner. I'd certainly return here for more furniture in the future, should the need arise. read more

Terrible. We will never shop at Gardner White again especially because we ordered our sectional in Nov.2020, here we are in JUNE 2021 and guess what, still no sectional. When you call, it's your normal call center experience..useless information, unable to give you an expected delivery date, just the MONTH it's expected..gee thanks for that information! We finally went into the store to complain, no luck there either. We've contacted our sales "rep" multiple times, we don't even get a response out of her. Save your time and patience people, shop somewhere else! read more

Had a great experience at this location. We knew what we were looking for and explained it and Jordan pointed us to the perfect bedroom set. He worked with us and made sure we got all of the information. He gave us his phone number so we can call or text with any questions we may have. Very professional and friendly. read more

Place was horrible. Never felt so unwelcome in a place where they count on your purchase. No one ever approached us to give us any answers we might need. We couldn't look at a specific couch because 2 girls were just hanging out texting and playing smart phone games on it. Bad experience won't ever set foot in there again. I'm an Art Van customer from here on out. read more

Probably the worst customer service I have ever experienced. Wait times were 2 months past what they promised and finally when the furniture arrived my bed frame was damaged during assembly and I had to wait another 6 weeks before my bed was finally assembled. I was told I would be contacted the next day and after a week I had to call them and handle the situation myself. A month after that a prince of wood in my couch snapped and had such a heavy slope I couldn't comfortably sit on it. I was told the parts were ordered but after 2 months I am still waiting for the issue to be resolved. I have never spent 4 grand and been treated this bad in my life. The 1 star rating is generous. read more

I made my first purchase with Gardner White after being a Value City Furniture customer for many years. I only chose GW this time because of the good deal I was getting. I'm mad at myself for not checking the Yelp reviews here first because had I done so I would have not followed through on my purchase. First experience was horrible and I will never buy from them again regardless of the sale. I was a fool. Starts off with delivery to the wrong address after I updated it and ensured they had it by contacting the store 4 days in advance of delivery. Have to then wait a week for a redelivery to the correct address. So now one week and no dining table and couch for Thanksgiving. Week 2 I get the delivery and the chairs are soaking wet from the rain. They weren't covered. Two of the leathers chairs are ripped. The base of the table is broken out of the package. I'm told by the delivery guys the new pieces to exchange out will be delivered Saturday (day after delivery). 2 pm on Sat still no delivery. After 2 phone calls to the store to check status they finally say on second call we don't deliver on Saturdays so we will reschedule you for another week. Week 3 still no furniture. I write the store and get a response from someone who is the "Customer Service Expert" who is far from that. He's the manager of Corporate Services. His email said sorry for the inconvenience and that your furniture needed to be re-delivered. Thanks for the apology but you never answered my question. When will I receive the furniture I paid for and what are you going to do for all the misinformation? How will you address the problem? I appreciate apologies but not when they don't contain a resolution and don't I still don't have furniture. It was a scripted "we're sorry" with no customization to address I don't have furniture. Everyone do yourself a favor and stay away from them. Buy somewhere else. read more

Worst experience ever! I ordered a couch in July 2020 and was told 8-10 weeks for delivery. With covid going on, I made sure to ask the sales rep if this was gonna take 3 or 4 months. He assured me it would not. Here it is April 2021 and they keep pushing my delivery date back. Now it is estimated to be delivered in May. Customer Service and the store manager could care less about the inconvenience. Oh, and I was told I would not get my deposit back if I cancel my order. Absolutely ridiculous! Will never shop there again! read more

Purchased couch chair and ottoman on Black Friday and was told I'd have it by Christmas and here it is January 17 and still nothing, 2 months and still waiting, called mid December,called end of December,called mid January and all I get is when its back in stock we will deliver it, back in stock!! Didn't it get specifically ordered!! Never again!!! read more

The only reason this review is getting one star is because of the delivery guys. They were polite, prompt and were in and out in a few minutes. And my sectional is pretty great, now that I finally have the last piece. Now as far as the rest of the service goes, it was completely disorganized. For starters NEVER buy anything from Marshall Marsh. He's a total idiot. I had to wait over 2 months for the last piece of my sectional and they were supposed to give me the last matching pillow upon delivery to match the two I received previously. Instead, I received a completely different pillow that didn't match at all, and was not notified. I called and did as they said and emailed them and after 3 days with no response, I called again. They told me it would be and additional 4-6 weeks to receive A PILLOW. I don't understand why they couldn't have delivered it with the first delivery. Now in addition to that, there are 3 people on the account. They tried to ship my end piece of my sectional to my to-be stepfather's house, and his couch to mine. This place is so disorganized and they have terrible customer service. You basically get talked in circles. read more

Gardner-White - The wrong pillow they sent with the last piece of the sectional with no explanation or warning.Terrible customer service. - Furniture Stores Near Me - Macomb Township, Michigan

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Worst customer service, such an experience furniture, worst experience over all. I return my sofa and did not receive my refund yet it has been a month. read more

Absolutely NOT worth the hassle. I ordered a bedroom set and it took 6 months to get it all delivered, repaired and squared away. Shop local instead. read more

It's now the only company I will go out of my way to tell people not to use. We bought a king size bed on Black Friday the salesman suggested same day delivery. So we went for it. Same day was trucked pulled up at 11 45 pm. They then proceeded to take out a light fixture then damage some dry wall. Was told I would be called later the next day Saturday no call. Spent my Sunday trying to track down the manager of the store we bought it from he was always busy finally got a number and a name from corporate. Larry the guy that is in charge of deliveries when I called him for the 3rd time finally made contact. He told me the repair guy would come out and fix it that he did but had to come back 2 different times so I had to take 2 extra days off of work. So they do not communicate and they have terrible customer service. read more

Sean was awesome! He took a significant amount of the time to walk us through the store to pick out items. Excellent experience.

Worst customer service. We have been treated horribly, with no concern whatsoever that we still do not have our complete dining room set. We have been blatantly lied to, and ignored. Any calls made were made by me and IF we were "lucky" enough to get a return call it was useless and the follow up call never came through! I will spend whatever amount of time I need to to make sure no one I know EVER shops here. I have been argued with, told I could look something up for myself, and now this! Shameful!! read more

I'm reading all these reviews and they are sooo bad, I feel bad you all had such a bad experience... My husband and I went into the Hayes Road location and had a great experience buying our new family room furniture, so much so we went back this past weekend and bought our daughter a bedroom set... I think because of our wonderful sales person Suzanna it made the process fun and easy she's great... Delivery was great on both very nice guys... I will go again to get my bedroom set and ask for Suzanna!!! read more

Worst Gardner-White location ever. In November 2010 I was in Haiti when the roomies emailed to say our dining room table broke (long story). We agreed to get a new table from GW but since I was in Haiti for the week with no internet access and everyone was going home for the holiday, we called this GW location and asked if we could place an order for a dining room set via the phone. Someone took all of our info, cc number, the product we wanted, etc and said we would get a call back with confirmation about the delivery. Well it never happened. The next day my roomie called back and was told he had to come in to the store and that they had no idea what we were told but that phone orders were not taken. One roomie drove home early to buy the table during the BF sale but found the table we wanted was out of stock. Salesperson pushed another, more expensive dining room set. We got a table from ikea instead. Fast forward two years. GW was having another awesome Black Friday sale. Again I was out of town for the holidays so I called and asked this GW location if I could buy the Black Friday deal the weekend before Black Friday, I was told no. Well I called the 14 mile GW and was told, sure, come on in and just let a manager know that's what you need. So the 14 mile store gets lots of stars while this one just sucks. read more

I made a purchase and waited 5 hours only for a salesman to overcharge me and add services I didn't approve to my final bill. THEN months later I find out through their finance company that they didn't honor the no interest financing I was promised! So I'm paying interest even though my paperwork says that I shouldn't be! I've spoken to 2 managers over the course of 1 month and everyone is promising to call me back as soon as they hear from "corporate"! I'm furious and I HATE GARDNER WHITE and all of their LYING staff members! They're nice to you until they get your money and then you turn into trash! I'll NEVER shop there again! Ever! read more

On August 28, 2021 my wife and I went to the Macomb Township store and ordered a couch and mattress. The mattress was delivered as requested on September 1, 2021.    Initially we were not going to order the couch because we were told that delivery would not be until the end of September.  We were then reassured by our sales person that the couch would be delivered the week of September 6th, so we placed the order.  The week of September 6th came and we had not heard anything about our delivery.  After contacting customer service we were told no until the week of the 20th, then the week of the 27th.   Finally, we were told that the couch was in and was to be delivered on October 20th.  This is 8 1/2 weeks after we ordered it.  When the 20th arrived we waited for the delivery only to be told that the delivery was altered by our sales person.  After countless phone calls and miscommunication from the store and the delivery service we were able to have the couch delivered.  However, in the first week of November we discovered a defect in the couch.  We contacted customer service and we were informed that we had missed the window to return the couch and that we would have to have a service technician look at the couch.   The technician arrived on November 9th and assessed the defect.  We were informed that a part needed to be ordered for the couch and once in the couch would be taken to be repaired.  As of today March 22, 2022, we are still waiting for the part to arrive.  In fact today we had a service call to assess our mattress and foundation, and while there my wife asked him about the couch. He looked at the couch and was amazed that the couch ever left the warehouse given the condition of the defect.  I have tried several times to reach out to the service department for updates on this with the same answer every time. "The part should take only 8-10 weeks, I'll email the parts department to find out the status of the part." It has been 19 weeks since the service technician was at our house.  We are literally sitting on a defective couch that we can't even use properly.  I asked at the service center today what our options are and was told that we can either wait for the part or file a claim with the extended warranty. Basically, not their problem. read more

We had a GREAT experience!! Our salesman was super helpful!! We had an issue and customer service was quick and very accommodating! We got great furniture for a great price!!! read more

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We ordered $6,000 worth of furniture. They called my mom and told us a part was damaged and did we still want the delivery she said no. They told us they would find us a piece. As we go on week 3 with them saying we will find you one my mom got a email saying the piece is discontinued. So She spoke to her sales associate and we wanted to cancel the whole order and get a refund, but we were told we couldn't do that we could only make another selection. My mom went to the store and asked to speak to the manager because She was told by my sales associate that she was aware of the situation. She did not even come speak to her she sent a message to the customer service lady to relay to my mom. The store parking lot was empty and the fact she didn't come speak to my mom made her furious especially as the store manager. Not giving us the option to cancel the order and have the option to choose a. Different company or possibly just keep looking. The situation is very unprofessional. Another reason why it's absolutely ridiculous is, because if the furniture was going to be discontinued and we would have known that we would have chosen something else. Why purchase a warranty if it's discontinued. Holding our money hostage because of something they messed up. After multiple phone calls to the store and then with my mom having to go up there which was just ridiculous, with the ending result of having to call corporate and getting the issue resolved was a mess. read more

Well, I should have read the reviews first before shopping. The salesman was nice but was completely unavailable when EVERY SINGLE ITEM I PURCHASED ARRIVED DAMAGED! Of course, they sent out new pieces but I had to take time off work to be available for delivery. This furniture store isn't what it used to be. I had a great experience 25 years ago but this wasn't the case this time. Furthermore, their finance department is rude and unwilling to do anything for you despite being inconvenienced and paying for crappy overpriced furniture. I have a mind to return everything and shop somewhere else! Do yourself a favor and don't make the mistake I did - GO SOMEWHERE ELSE!!!! read more

Same day delivery is advertised. Ordered a bed over a week ago and was told it would be in December 3rd. Called on December 5th as we hadn't heard anything. After being placed on hold for a bit I was told it isn't expected in the store until December 13th and they would schedule a delivery date after that. The sales people are quick to pounce on you as soon as you come through the door but after the sale they are done with you. So far I am less than impressed!! read more

I purchased a mattress at the new Gardner White on Hall Rd on Jan. 22, 2022. This is quite possibly the worst company I have ever done business with. They consider that an item shipped to their store from a few miles away is a "custom order" and even though they have not delivered it in two weeks, the sale cannot be cancelled. They lie and say they have answered your (4) phone calls when their one message says they don't have a delivery date when it was promised the following week at sale time. I still don't have the item over two weeks later. I didn't get the free tv offered on their flyer after spending $1,400. They put a protection plan on my bill but never gave me any info on what it entailed. I have never been lied to more times per minute than I have at this company. I spoke to two friends who purchased items at this company and they had the same complaints. I have seen their trucks occasionally in my neighborhood and intend to warn everyone in my sub to shop there with extreme caution. Disgusting experience. read more

I bought a sofa and ottoman in 2014. I also purchased the 5 year Warranty for an extra $100. Now I am having issues with my sofa and my ottoman and they are no longer working with the company that I had my warranty through. Nonetheless they are telling me there's nothing they will do except give me my hundred dollars back for my warranty. What good does that do me? That does not fix my sofa or ottoman. That is not customer service at its best and I will not be buying any more furniture from Gardner White ever. Unless they were to find a way to resolve this issue read more

I have dealt with a lot of stores and customer service, but this has got to be the worst I have ever experienced. I returned furniture in August and I am still awaiting a credit. The store and the corporate office are on the same drug, stupidity, they don't communicate among each other and so my credit is in cyberspace. I do not recommend that anyone go to this store. The staff are incompetent as well as their computer system. As soon as I receive this credit, this credit card and the store are history from this day forward and will tell everyone I know about my experience. read more

When I went into Gardner-White by Lakeside Mall, I was greeted by a salesperson named Will Anderson. My daughter and I had just left Art Van and were hounded the entire time that it made us so uncomfortable that we had to leave. They were so obnoxious even after we asked about 5 times that we would get them if we needed anything. Their names were Rachel (I don't know her last name) and James Conley at the 14 mile location. They were rude and cynical! I was in shock as their behavior certainly lost them a possible sale. We were expecting the same kind of atmosphere at Gardner-White but instead found it to be very nice and we were able to shop! When we met Will, he introduced himself and said that if we had any questions to let him know. This was so refreshing. At first we were unsure about the quality and etc. of the sofa and loveseat we picked out. Will actually flipped the furniture to show us how it was constructed and was so attentive to what our needs were, asked the right questions and was so informative that we were both very impressed. And that is hard to do with a teenager! Will gave us a great deal and same-day delivery. A few days later we received a hand-written 'Thank you' note! I have never experienced such great customer service. We will never go to Art Van again and Will is our furniture and mattress salesperson as long as he works there. :) read more

This is why we will never do business with Gardner-White My wife and I went to buy a mattress set. Our sales person was Mike. He seemed to be knowledgeable and we were pleased with our purchase. However, when the set was delivered we immediately noticed the foundation was not low profile, which my wife specifically told Mike we wanted. I tried calling the store the same day, but they were not answering the phones. So I decided to drive to the store and talk to Mike. He sat me down next to him at a computer and looked up our invoice. He stated we ordered a standard profile and in fact we signed a waiver that we didn't want a low profile box spring. When I explained that we told him we specifically told him (actually had a discussion about it) he said he needed to see the manager (Nathan). The manager returned after several minutes and told me since we signed a "waiver" regarding the low profile that we would have to pay $100 to make the switch. I did look at the paperwork and I did sign all the papers which included this waiver statement which apparently I didn't read. Mike was standing near me when I was talking on the phone with my wife. I handed the phone to Mike and told him my wife wanted to refresh his memory. She told him that she specifically remembers telling him we wanted a low profile and "she didn't want to have to leap into bed". He acknowledged a misunderstanding and said he would talk to Nathan. Nathan insisted since we signed the waiver he wasn't going to do anything. I asked Mike If we wanted a high profile foundation and he wrote on the order low profile would there there be a waiver statement. He said no. They only have that waiver statement for orders with the high profile. Bottom line is if THEY make a mistake and you inadvertently sign their waiver statement, they will not make things right for you without you paying an extra $100 even if THEY were also in the wrong. I will never give them my business again. Read your paperwork carefully if you do business with them. read more