Guardsman

We bought a Guardsman warranty through Nebraska Furniture Mart 1 1/2 years ago, for the sectional we purchased. Supposedly the warranty covered everything and anything, which was important as we were going to be getting a puppy. We had a couple claims to file (together) for different portions of the sectional and tried to do so recently.

First, to even get their claim form, my husband had to hold for a half hour (his entire lunch break) and then hang up and call back later, hold some more... and when he finally got somebody, they had a thick, hard-to-understand accent, told him he needed another area. He talked to the next person who was easier to communicate with, and sent him a link to fill out a claim form. We did what we were supposed to, filling out the claim form with photos and ALL the details and submitting it electronically. Very time-consuming process. We then had to do step 2, and print all of the stuff we provided, snail mailing it, as well. We were supposed to hear back within 10 business days. That was a month ago. No word back whatsoever. When I called to check on our status, I went though a lengthy explanation process with one guy who said he saw our claim, but we'd have to talk with somebody else at another office that was closed on Wednesdays. Weird. Annoying. But okay. Called back on another day. Eventually (after another lengthy hold) I got another thick accent, hard to understand, and a bad connection to boot. Could barely hear this person. Worked through all of our information only to be told I needed another department (AGAIN!). Finally got a person in that other department. Had to go through ALL of our information AGAIN only to be rudely told they had denied our claim.

FIrst - why didn't they tell us? Supposedly they emailed (they had not. I double-checked all spam filters). Secondly - WHY? Because we had tears at the seam. That's not covered. I could have literally used a machete and torn into my cushion and that would be covered. A rip at the seam through normal wear and tear (which the sectional should have withstood... We're not animals...) and NOPE. Nada. Oh, and one other small pet issue was not covered because they claimed we were two days late turning it in. It had to be within a month of the incident. Here's the kicker... It WAS turned in on time electronically - in fact, a day or two early. But they were going by when they received the snail mail. And the rep was incredibly rude to boot.

Do NOT use this company. They will find any way they can to avoid honoring the agreement you paid for. Total scam. NFM no longer uses their services, and I can see why! At least the store is trying to work with us on some sort of compensation. They have good customer service skills. Guardsman? Horrendous. They should be ashamed of how they take advantage of customers.