We got Guardian about five years ago for indoor furniture -- a couch and two ottomans. We filed a claim close to when we purchased and they helped us clean. Then just recently we used them again with our couch for a pet stain. Everything was great with the customer service. They took a day for someone to come out and the cleaning kit we received has always been great. We’ve had a great experience and I would recommend Guardian. I actually have a friend who bought new furniture and I told her she should get it because it was really good, they’re really quick to come out, and they took care of everything.
We are so pleased to hear about your positive experience with your Guardian protection plan!
Original review: Aug. 11, 2016
My dog threw up on the couch. When we were moving the couch, we poked a little hole in the top corner and then we had a stain where the dog puked on. So we called Guardian since we have a Goof Proof insurance that we got from Bob’s Furniture Store. Their customer service reps were very kind and attentive. They didn’t come out but just had me take pictures of the damage to the couch, which I sent through a text message. They got back with me in writing later telling me that they couldn’t fix the position at which the hole was in the corner of the couch so they had to replace it with a whole new one. They were able to tell me that information quickly and got the sofa out in a week, which I'm very pleased with. The guys that came out were very confident, quick, efficient and polite. It’s everything I was hoping for in the plan, but the people that executed it were nice.
It had been two years since we purchased it and it’s a five-year plan so I was expecting there to be some sort of reason to argue a little bit to get it fixed. They got everything but dog puke off of my couch. The problem with dog puke is that it’s got stomach acid in it which left a shadowy area on our chocolate brown couch where it actually bleached out a little bit and was very obvious. But they were so good that when my daughter bought her furniture from Bob’s, they got the same insurance on their furniture.
Factual basis uncertain
I bought Guardian's protection when I got my sofa set from Bob's furniture. One day I had a few kids playing around it, and they poked 3 holes on the sofa before I noticed. I filed claim, but got declined! The reason is 3 holes is NOT considered as single incident. I tried to explain that incident is in one act. Guardian didnt agree. Then I asked for just fix one hole. But Guardian stated because there are 3 incidents, none of them will be covered. I believe what they have done is not honest. I wont trust them ever again.
We got the electrical reclining chairs and we purchased the extended warranty. It's an extra five-year warranty in case the motor would go out. Guardian's reps were very helpful. We used them before when one of the frames got messed up on the chair when we first got it and they fixed it fine. But this time, it was a little bit more work. They made me call the store and I had to fax an invoice to them. I had to text pictures of everything to them too. To get it scheduled took a little bit longer than the first time we used it but it was pretty easy to do. The gentleman they sent out was one of the nicest servicemen I have ever dealt with. He was amazing and one of the best ones I have ever had. I would welcome him back anytime.
Thank you so much for your positive review!
Original review: Oct. 19, 2016
I bought a four-year protection plan from Guardian for an indoor couch and a loveseat. We had a spill that I wasn’t able to take out with my own products. Working with the customer service rep was great and quick. They sent the guy out on the day they said, and he called before he showed up which was very convenient for the family. We're very pleased with it, it has met our expectations.
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Factual basis uncertain
We purchased a couch from Furniture Mart in Shakopee and paid $259.99 extra to add the Guardian warranty. It was supposed to cover most any kind of damage that could occur; rips, tears, etc. As you can see from the receipt, the warranty wasn't cheap. Within the time-frame of the warranty we had a small rip on the couch. My wife called to make the claim and the claim was denied. We were told that, even though we knew that the rip had recently occurred, because we did not know the exact cause, it wasn't covered. When I called back to appeal and explain that, like most people, we don't have a camera on our couch 24-7 but we can in fact verify that the damage was recent (likely caused by one of our 3 kids) was accidental and had occurred long after delivery. They stuck with the denial and now claimed that my wife had been given 24 hours to appeal the claim and she declined.
This is untrue and led me to look up the company online. Along with this website I found the BBB site where they currently have 520 claims against them in just the last 12 month, all for very similar reasons to my own! I am currently working with the furniture dealer to be reimbursed for the warranty, get the couch fixed, and encouraging them to drop Guardian from their offerings because, although it is a separate company, it shows badly on them when the company makes customer jump through a bunch of nearly impossible loopholes in order to provide service. Clearly we are not the only ones who have had this issue.
I bought the Guardian protection plan basically for everything I have bought. When we pulled our bed away from the wall to begin painting on the wall, we did not realize that with the adjustable bed in there, it puts too much pressure on the headboard and we ended up with a slit going right up the headboard. I sent an e-mail because it was on the weekend and then they called me back, which I appreciated.
After photos were sent in, they saw the obvious crack then we also found out that the product was discontinued and we're not going to be able to replace the product. I don't want to get another bed because I have the matching pieces, nightstands, dresser, and all of that. I'm just going to have the adjustable bed right now with no headboard and bed board. I basically end up having to replace the nightstands and the dresser and everything if I wanted all to match. I was not happy about that. But everything's good, they paid cash out on the bed itself.
Thank you for the glowing review! We are proud to call you a satisfied customer.
Original review: Oct. 13, 2016
I was really satisfied with the way everything went with Guardian Protection. Everybody was very professional and polite, I have no complaints. They did everything they said and it was great. I recommended them to some people.
I bought a $50 "waterproof" mattress cover and it is not waterproof. My daughter wet the bed and it leaked right through so now I have a urine stained mattress. When I called Guardian to get my money back since they are blatantly being deceptive and selling a poor product I was told that they could send me a replacement cover. Um why would I want the same horrible product? And what am I supposed to do with my ruined mattress? It says it's supposed to provide me with a 10 year warranty on the mattress, whatever that means. They clearly don't stand behind their product. Extremely dissatisfied.
Thank you so much for your review!
Original review: Oct. 7, 2016
I bought a table and a chair for the dining room. And when the dining chair had a scratch on it, I called Guardian since we had the plan to cover and exchange the chair. I was so glad that they made a good exchange for that. They sent me the email right after I claimed it and then they scheduled the delivery. So far they're doing a good job and I'm very satisfied with that.
I purchased a sofa and chair from Star Furniture in June 2016 along with the furniture protection plan. The plan states ballpoint ink pens are covered on the brochure however when I called in today, I was informed that while my stain is eligible and covered, my claim was denied because it must be a "single relatable occurrence." I asked, "What does this mean and why is it not listed on the information I was provided?" I was rudely informed that it is in the plan and a copy can be sent to me via email but there is nothing they can do since I stated I do not know where the stain came from. I told the representative that I have small children, I am not home 24/7, I asked what happened and no one could tell me.
I was told that changes can not be made to claims and my plan does not allow for stains that are not a "single relatable occurrence." I requested to speak with a manager. I was informed she (Kendra) was the manager and there was no one else to speak with. I asked her if she was the owner of the Company and she stated no, therefore I said I need to speak to someone else. She said I can call back but the only thing they are going to do is review the terms and conditions of my plan. I think this is very DECEPTIVE consumer marketing tactics. This is a HUGE determination in the plan therefore it needs to be clearly communicated to consumers when purchased.
Factual basis uncertain
I purchased the protection plan in June 2016 for an accent chair purchased at Bob's. I called because there is a very small puncture on the seat cushion. I was told because I did not know the exact cause of the puncture it was not eligible for repair. I explained I did not witness the puncture therefore I do not know the cause. What a waste of money this plan is. Buyer beware! All I needed was a replacement cushion cover, an easy solution. I even tried to cancel my protection on the phone and of course that was not their policy. What a SCAM!
We got Guardian for a sofa and then called for a service request because there was a stain on the couch. But the call left a little to be desired as I took about half an hour to get through to somebody and in fact I had to hang up and then my wife called back another day. I was surprised that my information wasn't easily looked up. We called back but they didn’t have any record and didn’t believe that I had the plan. It took them a week to dispatch a service technician after I filed my request and he's actually the guy who cleaned our carpet in our home.
The problem with the furniture lies in the store we bought it from. When we had made the arrangements to go and pick it up, everything was still wet when we got it and I had to put it onto the back of the trailer. I personally don’t believe that the product was applied correctly by kids who were working in the warehouse of the furniture store. That’s my issue. To me it wasn’t worth the couple of hundred dollars and all the hassle and aggravation of doing it. Other than that, everything’s great.
It sounds like you have had an overall great experience with Guardian's service and products. Thank you for sharing your feedback!
Original review: Sept. 28, 2016
I've had Guardian clean my couches a couple of times due to my children. It's been great. I received a cleaning upon purchasing the furniture's protection plan. My wife uses it all the time. I use it any time I get anything on the couch. I try to clean it up as best I can, but if I feel like I didn't get it all cleaned up, I give Guardian a call. The first time I actually had them come out, it took about three weeks. Then for my second claim, I called in a day later. My daughter was drawing and she got marker on the couch. I mentioned it to them and they said I got to call it in at another time. They couldn't get it all cleaned up, and they couldn't take and do it while they were here. I had to call back and go through the whole process again.
I just had them come out today. My son fell asleep on the recliner and had an accident. I cleaned it up the best I could with water and their product that they gave us. I wanted to make sure that the smell and everything was gone so I called Guardian and they came within two to three days.
I have been trying to submit a claim for over 3 months now and have just received an email that my store invoice was not legible. This is the second claim submitted. The first claim was handled without issue. Our second claim is for a cracked/damaged chair that someone fell on. I received a call from Guardian around 6-8 weeks ago on July 12th to tell me that my invoice was not legible. I asked them how they could not read my invoice when there was no issue with my invoice the first time around. Guardian said they would look into the first claim and probably use the first copy once found. I was told that if they cannot use the first one they would call me back. I received no call from Guardian after that.
I finally called them last week on Sept. 20th to find out what was taking so long and then I'm told they need the copy again. I finally email them the copy and they reply that my case was permanently closed due to an illegible invoice and the time allotted has passed. They had no problem taking my $$ and had no problem sending us a copy of our warranty form. On this warranty form had the cost of the dining room set, amount of total pieces, date purchased, warranty #, store invoice #, store name & address, warranty cost, etc. The copy of the "illegible invoice" had the store Invoice # which could have been matched up with the info on the warranty they sent me. I believe they were just looking for an excuse to not cover the cost of a replacement. This was very unfair treatment to a customer.
Factual basis uncertain
We purchased a 5-year warranty for $99 when we purchased our recliner. It has started to malfunction after the 1 yr store warranty period. We contacted Guardian, sent in the requested pictures, request for service but I apparently did not send in a copy of my purchase receipt. After 3 weeks of no response from Guardian, I called and was told that my time limit for sending in the purchase receipt was past and the case was closed. "May I reopen it?" "NO." "May I make a new claim?" "NO!" "What recourse do I have?" "None!"
They will never respond to any request for service from me again. (And that is because their computers will flag any new request, in that the original request is not completed). Nor will they let me complete it. That is what they said. I paid the $99 upon purchasing the product. What company have you heard of that will not help a customer with a paperwork problem? I think that through the difficulty in contacting them, their timeline requirements, I think most people give up or are forced out of their systems and they keep the original fees. Good money making scheme for them.
Thank you so much for sharing your positive experience! Guardian looks forward to assisting you in the future.
Original review: Sept. 19, 2016
I have Guardian protection for my indoor furniture. My nephew peed on my couch, and the representative I filed a request with was nice and accommodating. It took a couple of days for a tech to arrive. Overall, they're great.
We are so happy to hear about your positive experience with Guardian!
Original review: Sept. 16, 2016
I purchased a protection plan from Guardian for indoor furniture. My dog ruined the carpeting and they came to fix it. Filing the request was fine and I had no questions or problems.
5 year protection plan - I purchased a sofa and dining room table from The Roomplace approximately 2 years ago. First it took me 17 minutes to get a live representative. Then they asked me a few questions. After hearing my questions they said I was eligible for coverage and to provide a copy of the invoice and pictures. I immediately sent them the information they requested. The following day I called to verify that they received my paperwork. The women who assisted me was rude and unhelpful. She stated that my claim was denied. This is the worst insurance company to work with. I did everything they asked and they just wasted my time and money.
Thank you for your candid review Michael. Unfortunately, if Guardian does not have a technician that is able to repair the particular piece in your area, we must replace the whole affected piece. Also, to clarify, while the plan is no longer valid for the replaced table (as the plan has been fulfilled for that piece), the plan is still valid on any other furniture that was purchased contemporaneously with it.
Original review: Sept. 10, 2016
My table had a heat mark so I placed a service request from Guardian. Their customer service rep was friendly and nice. It was straightforward, they were timely, and they got my table replaced. However, nobody came to look at the table and they just had me send in pictures and deemed it to get replaced. It would've been nice if somebody assessed the table to say if it can be refinished or not instead of having to replace it. Also, I'm disappointed with the insurance because they said the coverage is up to five years but once the furniture is damaged and they replaced it, then the coverage is done. Therefore, I can't place a claim if anything else happens. The coverage is now pointless to me. I had to get a brand new table and I have no coverage for it.
Factual basis uncertain
We got the 1 Plan 5 year warranty services for our sofa and loveseat that we bought from Furniture Mart. 1st claim in 4 years was denied because paint stains are not covered apparently and only bodily fluids or drinks are covered. Also, a tear on the sofa is also not covered because it happened along with the paint stains. Needless to say these guys never intend to cover any damages and are only looking for an excuse to deny your claim. While selling these plans, the store associates tell you anything and everything is covered under the plan. When time comes to use your plan, you get hit with fine prints and rude customer service who have no interest in your issue and are only looking at a way to deny your claim. I am sure those store associates get commission from Guardian for selling these plans. What a waste of $150.00. Please do not buy this protection service. They find excuses to deny your claims and you will be out a lot of money.
We purchased a leather like couch at Wayside Furniture and purchased a protection plan for stains or damage. Our dog had a flea treatment and the product left two large stains that have taken the brown color off. When we called it was not covered unless it was bodily fluid. Waste of $89.00!
I first called them to file a claim and they said that the leg is not covered and my claim is denied. I then had to review the contract with them line by line and it shows the leg should be covered. I told them I was not sure what happened to the leg but it is possible that my friend sat on it too hard but I am not really sure. They denied my claim again. I called my friend to ask what happened and he said that he fell on the couch. Guardian said that falls are covered but they still will deny my claim since I said I don't know what happened at the beginning. You can see that they are clearly just coming up with any reason to deny claims that are valid.
We are pleased to hear that you found our representatives to be “really nice, very courteous, and helpful” as we strive to make customer service a top priority here at Guardian.
Original review: Sept. 7, 2016
Last February 2015, I called my retailer Gustafson's and they told me first of all that my policy with Guardian had expired. I told them it had not because I purchased a five-year warranty. They told me I had to call a number to get Guardian's approval. So I called, got right through, and the young lady was really nice, very courteous, and helpful. She said that she was going to expedite the claim. However, I didn't hear anything from anyone.
I've had a stroke recently so I asked her to please see if she can do something that would get the claim on track and get it done. The claim was for the hand controls used to raise a chair with. The chair that I had have three levels of massage and a heat control but it wouldn't do a single thing after a year and a half. The lady from Guardian said that she could and she would but I didn't hear anything for three or four days then I called back. She told me that someone had been contacted and they were supposed to call me to set up an appointment.
I got the number of the contractor from her. The contractor didn't call me right away but the next day they called and said that they couldn't get anyone out until the next day. The contractor came the next day and diagnosed that the issue was with the control panel. Then he left saying that I would be hearing from him shortly and that he wouldn't be the one to come back to install the control panel but rather Gustafson's.
I waited for almost 2 weeks then I finally called Gustafson's after calling Guardian's office thrice and getting put on hold for almost 10-15 minutes each time. Gustafson's is under the belief that somebody is already working on my claim and then they put me through the service department. That was the first time I got to talk to their service department. They told me that they will find out what the delay was - I think that's the first that anybody did anything.
When the installer, Kaleb came out with the control panel however, he goes in to check since he thought the issue was with the brain. Thus, the control panel that he brought with him was no good. I thought it was going to be another month of waiting while they order a brain but he called Gustafson's and fortunately, the retailer has that part in stock. Kaleb picked it up from Gustafon's and had his receptionist call to tell me that he couldn't get back that day because his schedule was too busy. I gave him a chance to see if he will be able to make it back the next day. I fully figured that they would call me and say that the part wasn't the right one and it would be the middle or the end of next week before they can get the right part. But it didn't happen. Kaleb came the next afternoon at 2:00 and he had my chair fixed. He left after a half hour.
I don't know if they had a service policy with the store. But when the sales clerk presented the policy to me and my caregiver, she told me that it covered the cleaning of any spot as well as the controls and monitors. She told me to call immediately. In this case though, I have all my paperwork but then I still get this kind of service. I called them at least once a week and it was over a month before my chair was fixed. It's absolutely ridiculous.
This experience was more than frustrating. My doctor told me that my feet and legs were all swollen because I had advanced neuropathy. He also told me that my condition was exacerbated because I didn't have that lift chair that I needed. I am sorry that I bought this insurance policy from Guardian. There might have been another way if I had bought a policy with a company that was closer here or if they had something else. It's also not a very good policy that they screen their call. I'm very dissatisfied, hence I wouldn't recommend Guardian.
Thank you for sharing your positive experience with Guardian! Because we use independent technicians, it can be difficult for us to get service scheduled right away, but we are so pleased to hear that you had an overall great experience.
Original review: Sept. 6, 2016
We have the indoor furniture protection plan from Guardian and we recently called for a service request because there was a\ spillage on a couch. Dispatching a technician took a little longer than I expected. They had called my home phone and I didn't get the message. So, I called them back and they told me that they tried to reach me on my home and they didn't call me on my cell. But they did a beautiful job and the experience was great.
Factual basis uncertain
Purchased the Goof Proof protection plan for my couch set. However, my child accidentally slipped on the floor, falling into the couch and the pillow teared away from the seam in the couch. Upon calling Guardian, the representative was abrupt, wrote her own notes in the computer system and made her own personal determination that there was no accident and nothing would be covered. Called back again and spoke to another representative who was equally argumentative. I did NOT purchase this protection plan to have two people from a call center determine what is an accident or what is not. The whole point of purchasing the plan is to have coverage no matter what especially since I have small children. This couch set is not even a year old and has barely used. This plan is a scam and I would like this addressed.
Factual basis uncertain
Never in my life have I ever felt SCAMMED the way that this company has scamming. I have made a service request for one of my dining room chairs that was purchased at Bob's Furniture Store. First of all, I am payed for a protection plan... if you accept my money, you should accept my damages. End of story. There is a rip on one of my dining chairs caused accidentally by my 2 year old son and I would like fixed and I have to go through all these loopholes just to file a complaint and then to be labeled as ineligible is absolutely ABSURD. It's like they are looking at every single dots, and characters in order to keep my money and not abide by their plan.
Not to mention, when I tried to request to speak to a manager, apparently there is never any supervisor on the floor as no one would transfer me over. The customer representative Joseph ** said it would take 24-48 hours for a supervisor to contact me, and guess what? NO ONE EVER DID... What kind of scam operation are these people running? They should be placed out of business.
Thank you for providing such positive feedback about your experience with Guardian! A representative will be following up with your chair replacement to make sure that you receive the correct color and that the furniture is in better condition. Unfortunately, we cannot control those factors, but we will do everything that we can to make sure that the replacement is exactly what you are expecting.
Original review: Aug. 27, 2016
My Guardian Protection plan for indoor furniture includes taking out stains, broken items and burns. They recently serviced us to have a chair swapped out because it had a hole in it. They came in two or three days only but we have to call them again because the chair they brought is the wrong color plus it's broken. Besides that, they usually do a great job.
We are so pleased to hear about the wonderful experience that you had with Guardian. We will be recognizing Stevie for her excellent customer service in regards to your account.
Original review: Aug. 26, 2016
Stevie made my whole experience with Guardian as joyous as any insurance experience can be. I once called Guardian Protection because one of our indoor furniture had a rip on the leather. Stevie has been WONDERFUL and she made it so easy. I thought it would be some long, drawn-out, aggravating affair but it was not. She just made me slide right through it. She was so professional, considerate, knowledgeable, efficient and she followed up. She made sure that I got everything I was supposed to. Everything was timely and terrific. The protection plan was very thorough.
Resolution response: Sept. 12, 2016
A rep from Bob called back and provided credit to replace the broken sofa with a new one. Appreciate Consumer affairs to make liaison easy for me. Thanks a lot, Bob & Consumer affairs.
Original review: Aug. 22, 2016
My leather couch collapsed one day. We host people and sit on it and occasionally sleep on it too. One fine day the center seat collapsed while I was trying to get up from it little fast as somebody was on the door. So when I made the claim to Guardian for the damage, my claim was denied. It was decently used sofa but on the day of damage I was just sitting on it and it broke. I am really not satisfied with the claims process of Guardian and Bob's furniture. The technician who came to take pics of the damaged sofa told me repeatedly to go for Goof Proof claim. I have always taken Goof Proof protection for my merchandise. The technician made a report that the frame collapsed and that it was not covered under Bob's protection and so to file a claim with Guardian.
The experience was so bad both with Bob's Furniture and Guardian that I regret my purchase. It's time to say goodbye to both these companies and I will never ever in my life enter their store. I have been buying all my furniture with them worth over $5000 for past 2-3 years and I didn't know that they will treat me like that. A sofa not even used for 15 months broke and nobody is ready to cover. I have filed a dispute the bank who financed furniture and I will not pay any more money to this fake combination called Bob's & Guardian. DO NOT BUY FROM THEM.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Guardian Protection Products was founded in 1977 and is owned by RPM International Inc., which produces specialty coatings and sealants. Guardian offers furniture protection plans in addition to several furniture protection products for consumers.
- Protection plans: Protect your indoor and/or outdoor furniture with a protection plan from Guardian. Their plans cover accidental damage, including rips, heat marks, glass breakage, dirt stains and more.
- Mattress protection: Guardian’s EveryBed mattress protectors prevent liquids and allergens from touching the mattress with their waterproof and breathable barrier. The protectors are machine washable, and they are designed to maximize the comfort and longevity of your mattress.
- Care tips: Learn how to keep your furniture looking and feeling like new by reading Guardian’s extensive care tips resource center. They have information for fabric, leather and wood furniture.
- Care products: Consumers with or without a Guardian protection plan can enjoy the cleaning power of Guardian’s care products. Their lineup includes products for fabric, leather and wood.
- Safer Choice fabric and rug cleaners: Guardian’s Safer Choice line of cleaners is made according to EPA standards and have ingredients that are less harmful to the environment than traditional cleaners.
- Best for Homeowners who want to protect their new indoor and/or outdoor furniture.
Guardian Protection Products Company Profile
- Company Name:
- Guardian Protection Products, Inc
- Year Founded:
- P.O. Box 22000
- Postal Code:
- United States