Guardian Protection Products Reviews

This company finds ways to not stand behind the warranty you pay for. We claimed damage on a couch we owned for 2 years. They denied the claim saying we didn't claim it within 30 days even though we told the rep it just happened. They wanted to place a date on it so outside the 30 days by saying "could we use October 30th for the date?" Once they submit it then they came back with sorry you are denied. I WOULD NOT ADVISE ANY ONE USE GUARDIAN OR ASHLEYS FURNITURE WARRANTY AS THEY ARE BEING SOLD AT ASHLEYS.

Will not repair anything, even though that's the literal point of the company. Useless and a waste of money. They've made every excuse why nothing can be fixed on the claim and I can't believe I've wasted my time and money on this.

If I could give 0 stars I would. My dogs chewed one of my cushions in the care of a sitter and I filed a claim but since it’s more than one spot they won’t cover it. My platinum plan says it covers pet damage but only one spot not two. So if you have more than one animal you better hope they don’t team up to chew it cause only one is covered and if there’s two spots no other claims will be accepted from here on out. What a TRASH company.

Total scam. They don't actually do anything, they outsource it to incompetent technicians and give you the runaround in an overly complicated (and poorly-functioning) online system, hoping you wear out before they actually have to DO anything. Save your money!

Submitted a claim due to my daughter slipping nail polish on my couch which is supposedly “covered.” A technician said they would come to clean the stain. He came took pictures and left then we received an email saying they do not cover accumulated stains. Our claim is for a specific stain that recently occurred.

This company is a complete scam and could care less about customers even during the holidays ! Do NOT even waste your money! And shame on Bob's Furniture for having this company represent their name! My claim was put in on 10/18 and I still have no resolution! For something that cannot be fixed !! It needs to be replaced! The technician himself said it needs to be replaced but somehow my report said fix! And all they do is apologize and promise you escalation and still nothing! On top of that, my technician was 2 hours late! With no notification! Absolutely RIDICULOUS! A scam! Bob's and this horrible outsourced company should be ashamed to even exist! You should feel horrible for treating people this way! Sad that I even have to give them 1 star just to post.

This is the worst insurance company; my recliner was covered. They approved for me to get a new recliner in the amount I paid. The furniture store does not have the recliner (discontinued) or anything I want. Guardian told my furniture store they can issue me a check for a settlement; I called Guardian and they are refusing and telling me my claim is closed after several months of waiting. I asked to speak to a supervisor as I am not satisfied with this resolution, I was told they only respond via email. I will be reaching out to my Attorney General, and BBB as this is a scam on customers.

If I could give this crooked company a zero, I would. They denied my claim for my love seat that has a center console with a lid that went down slowly and now just slams shut. The part that is on the covered list the furniture store gave me, Guardian told me it's not covered. No wonder they have so many negative reviews.

Worse company to have a warranty with. The attached picture is waiting on hold before I hung up..I was working so I lost track of time until I was ready to leave at 5 and noticed it was 2 hours on hold..be prepared to wait for emails and contact them plus another person. It's just a hassle to deal with..

The Guardian protection plan is a complete scam. They convince you to pay extra money for “protection,” but when something actually happens, you end up chasing them down for weeks, getting no communication, and then being told the issue isn’t covered. I filed a claim months ago for my couch after it wouldn’t fit through the door of my new place. I followed every step, submitted every photo, and waited patiently. They scheduled a technician who NEVER showed up and never called. When I called back, I was told I’d receive an email to reschedule… which never came.

This is the worst insurance company, my night stand was covered. They approved for me to get a new night stand in the amount I paid. The furniture store does not have the night stand or anything I want. Guardian told my furniture store they can issue me a check for a settlement, I called Guardian and they are refusing and telling me my claim is closed after several months of waiting. I asked to speak to a supervisor as I am not satisfied with this resolution. I will be reaching out to my Attorney General as this is a scam on customers.

They kept sending me emails saying that had an appointment on the 11th. It also said the day before the appointment they would contact me and tell me what time they're coming of course that never happened. I called them the day of the service and asked him what time they were coming they said between 1:30 and 4:30. They said the technician would call me when he was on his way. At 3:30 I called for an update they said he was running behind but he would definitely be here. My husband took off 4 hours of work waiting for them to come. They never showed up. They never called. They never text anything. But when I talked to them this morning they said they called me and text me but that's kind of funny coz I never got it. This place is a joke. I will never deal with them again. Now they say they're coming out on Tuesday of next week, we'll see if that happens.

This has to be the WORST insurance company I have ever dealt with. They took over FOUR months to send a third party cleaner to fix a stain for a couch, then determined that they could not cover it because they could not tell if it was the original stain; even though it was them who waited so long to send someone! Customer service is HEINOUS, they create words and phrases out of thin air. It is an absolute scam and something needs to be done about them. They have no follow through, accountability, or social skills which makes dealing them worse than getting a root canal. If you are ever offered them as insurance RUN AWAY; they are TRASH, BASURA!

I would write ZERO stars if I could. I filed a claim for a broken bed for my child that took SO long to resolve, the bed completely fell apart, creating a very UNSAFE situation for my child. I had to remove him from his room and have him sleep somewhere else in the house while Guardian takes their ridiculously LONG time to get a new bed over. The one agent I was finally able to get in touch with (they NEVER pick up the phone) rudely told me "You can go call the retailer yourself" when I asked for an escalation pathway for this urgent situation. I have never in my life ever worked with such a terrible claims processor. I have bought furniture with this "warranty" many, many times and I don't know when they switched to this awful company but I'm so glad they will no longer use the effective 2025. I bought the furniture in 2024 so I still need to use them. THE WORST.

If I could give a rating below zero, I absolutely would. In my experience, this company takes customers’ money and denies valid claims based on unfair and narrow judgments — often without physically inspecting the furniture. It feels like they’re collecting service fees without delivering the promised support, leaving customers with no real options for resolution. Even major retailers like Rooms to Go should reconsider partnering with them due to the way they treat their customers. I paid for a service that was later refused, and that’s extremely disappointing. I would not recommend this company to anyone — don’t waste your money or time. Their customer service is unhelpful, and the process feels completely one-sided.

If zero stars were an option that’s exactly what I’d give this company! Do not waste your time or money and get a protection plan through Guardian. They are not helpful, customer service is absolute garbage, and Guardian will find every single reason to not cover a claim, even when your damage falls under their “what’s covered” description. I had a representative argue with me as I read over the “what’s covered” section of the warranty to her because I had damage that should have been covered and that I was told by another representative would be covered. This company is a complete scam and just wants your money but will never back up the words of their contract!

I urge any potential customer of Rooms To Go to avoid purchasing their furniture protection plan. I bought furniture two years ago, and when my son accidentally stained the couch with common food coloring (transferred from his school shirt), the claim was instantly rejected. Their stated reason—that food coloring is not covered—is ridiculous and demonstrates that their policy is a joke. Accidents can happen in any form, and the plan is essentially useless for typical household mishaps. This company is unresponsive, ignoring multiple emails and contact attempts. Based on similar negative reviews, I believe this protection plan is a scam that is oversold by the furniture company. Find a reputable, external insurance company instead.

I contacted Guardian on Aug 9th 2025. it is now Oct 25th 2025, and my furniture is still not fixed. Every communication with guardian results in a will we will get back to you in 5 day, but on the 7th day I have to call them. I have been on 2 video calls with a 3rd party and have sent close to 20 pictures. They tell me it can't be fixed, then it can be, then we have contacted your retailer, then we sending a tech, to based on then information it can't be fix, to we have order parts. I have never been blown off me than dealing with this company. If you are offered an extended warranty with guardian go somewhere else.

gwarranty@guardianproducts.net WROTE THIS regarding a Goof Proof concern - 24hr notice of new photo they wanted but they send someone to take 10 photos before they even send someone to repair or replace the item! Useless information if they don't even know their products and useless third party who do not even know much about Bob's Furniture. This was sent 9hrs ago on the date they want it! 10/15/25 "Thank you for your submission; however we have not received the following information: *Overall photo of the entire piece of furniture that contains the stain or damage reported. **Please Note** > If the requested documentation is not received by 11/15/25, your claim status will become ineligible."

Horrible experience with Guardian. We purchased an electronic recliner from Bob's Discount Furniture in Alexandria, VA along with the extended warranty. Our recliner stopped working in August (2025) and we filed a claim. We have been blown off by Guardian concerning the repair process. Two months in (and no resolution). I would give no stars if I could. DO NOT BUY GOOF PROOF unless you want to waste money.

Guardian came through for us on a previous piece of furniture that we needed serviced and was covered under warranty. But now? I'm clueless as to what I even paid the 5-year protection premium for. Service (if any) has gone downhill in the last year. It has been over a month and I have yet to get a call back, email answered, anything from Guardian Protection Products. I went so far as going back to Bob's where I purchased my table and having them help reach out. It doesn't seem like they were successful either as it has been two weeks since then and we still cannot get a claim started or a simple email response. The chat feature on the website is disabled. No call back is made despite what the phone prompts say. It's a level of disregard I have never experienced from a business. I hope Bob's finds another company to fulfill their warranties because Guardian has done nothing but damage relationships with their customers.

I purchased a sofa from Bob’s Discount Furniture with a Guardian Protection Plan, thinking it would provide peace of mind in case of damage or defects. Unfortunately, this has been one of the worst customer service experiences I’ve ever had. When the frame of my sofa broke, I filed a warranty claim — it took over a month before anyone even responded. When a technician finally showed up, they quickly determined the couch couldn’t be repaired. Weeks later, Guardian sent me an email denying my claim, attaching the entire contract but providing no clear explanation for the denial.

They have the worst customer service I’ve ever experienced. They are taking their precious time in responding, giving inaccurate information, lied on the technician, and every time we talk to them, 5 more days has been added just to get an answer. I will never recommend nor use them ever again. I still have a non-functional sectional sitting in my living room with no replacement.

Horrible!!!! Have had the furniture for only a year and many seams starting to come apart on areas we don’t even sit in and they don’t cover it!!! What a waste of money. Ya we should have looked at the warranty prior but this is NOT wear and tear…

The worst company to deal with. I bought Goof Proof Protection 5 within the warranty period. Trust me. They are thieves. Save your money and don't deal with them or with any furniture company that is doing business with them. We got scammed!!

I called Guardian regarding a reclining sofa I bought from Bob's Discount Furniture in Scarborough, Maine. Bob's convinced me to purchase this extra protection. One side is stuck partially reclined as the motor died. I spent 1.5 hours on hold with the recording stating staffing shortage, please hold. I finally talked to someone who said they would be in contact. 3 weeks later someone called and wanted to do a video conference call to see the underneath of the sofa. The caller said to set up appointment at 6:00pm and they would be calling. No call until 6:40pm. Did video call and they said someone would contact me.

I purchased a 5-Year Guardian Residential Furniture Protection Plan in April 2023 with Ashley Furniture in Florida. On September 16, 2025, my couch experienced a sudden tear in the stitching while in normal use. This was a one-time tear and is covered under the plan language (“rips, cuts, punctures from a specific incident”). Guardian denied the claim, misclassifying it as “seam separation,” which is incorrect.

Just as everyone is saying Guardian is a complete scam and Goof Proof (Bob's) is a scam. I have stains on every cushion on my outdoor patio set. I tried to clean one of the cushions and the stain did not come out so I filed a claim. They said that since I tried to clean it, it voided the warranty and they also do not cover general soil. The stains are not general soil if they will not come out with cleaning and a wetvac. I also requested a contact to file a formal complaint and they said they "understand my frustration but I will receive no more responses." How can you legally deny someone a contact to file a complaint? I'll be contacting the BBB and 7 News or whatever other channel I need to, to bring this company to light and how much of a scam they are.

So my L shaped sectional has needed a general cleaning and a part to the recliner since June 2025. I have called so many times on an update and they kept telling me that they were reaching out to the retailer and it is 9/3/2025! By the way if you bought furniture from the room place know that they are no longer in business since 4/2025. So they knew this the whole time and was waiting it out until I figured it out. Now they are “promising” me that they are going to update me by the end of this week about a replacement.

Good experience the with my 1st purchase so got a policy on my new piece but reclining mechanism failed, they said deal with manufacturer's warranty...By yourself....I WILL NEVER AGAIN BUY FROM GUARDIAN...THEY TOOK 6 WEEKS TO ANSWER WITH THIS BS.

Guardian Protection and the staff have been absolutely terrible to work with. I waited nearly 2 months with 0 resolution. I unfortunately had to move which ended with the furniture frame breaking and injuring someone. I was told that because I was unable to move the dangerously broken couch to my new home that I was not eligible for any type of support. They tried to justify a 30 day wait for an appointment with a technician and a 3.5 week wait for the technician to submit his report which is very unacceptable when I had been told multiple times the wait was only 2-5 business days. I do not recommend anyone purchasing insurance through Guardian.

I am absolutely furious with Guardian (Bob’s Goof Proof). I raised a ticket back in June because my dog urinated on a back cushion, leaving both a stain and a terrible odor. The cushion has been completely unusable ever since. It’s now been over 2 months and still no resolution. They sent someone to clean it, but the stain and smell never came out. The technician even admitted he couldn’t fix it and said Guardian would need to provide me with a replacement cushion. Instead of honoring that, Guardian is now telling me the technician has to come back again and “keep trying to clean it.”

Guardian is a scam. Shame on Ashley Furniture for selling this warranty on their products under the guise of “it covers almost everything”. We purchased the warranty in 2021 on a leather reclining living room set. In 2024 the in arm Mobile phone chargers/phone holders started going out one by one. It started with a burning electrical smell, followed by smoke. We submitted a claim online with Guardian and were denied because they pulled the incorrect warranty from another purchase of ours at Hank’s. After explaining this to them they found the correct warranty. A month in we were scheduled to have a tech come out. Twice the tech cancelled and we had start over. This is now 2 months in and so then we had to do a virtual inspection. This took another month in which Guardian said it was approved.

This insurance company keeps the customer in loop for months. I have opened a claim in May and I am still in August calling and asking about the results of my claim. They sent twice the technician to check my sofa and both times she had the same answer that your sofa needs to be replaced. But, after two weeks of the 2nd visit they sent me an email that the technician is reported the amount of stain is in your sofa is not cleanable and it’s not covered by our policy. It’s such a shame for them. I won’t purchase and won’t recommend this insurance to anyone. It will insure to give you headaches but won’t cover anything at the end of the day. Don’t waste your money.

I purchased a warranty on a recliner with Guardian, the chair back was loose, they sent a repair company that said they wanted to replace the reclining mechanism. Waited 4 months for a part and when it was installed they never put the tension springs on the new mechanism which caused the chair to recline too far, get hung up on two bolts, bend the bolts, and hindered the footrest from returning to its position. A loose chair back, not the end of the world, but this damage has rendered the recliner useless. Guardian ignored that the company they selected for repairs caused further damage and offered me a voucher for a new chair up to the price I paid or a low ball cash settlement that wouldn’t even cover labor let alone a new part. This is inline with the warranty contract, but they are basing this on what I reported and ignoring that the repair company caused worsening issues.

If I could give them a zero star, I would’ve! This is by far the worst customer service!!! I placed a claim on the 1st week of June so they could replace some pieces of my furniture set. I gave them all the information they needed. Today is August 18th, and they dont even have the decency to reply to my messages/texts/emails that I’ve been sending them. I paid for the coverage and they have done absolutely nothing! It is very frustrating and disrespectful to us customers when they don't come through even after we have spent money on their services.

Bought the 5 year warranty when purchased a couch from Bob's Furniture. Year three had an issue with arm reset and cushion. The third party technician came out to look at couch and said that it would be covered under warranty and the warranty department would call in 3 days to schedule repair. Day 10 I called warranty department and got a run around and after an hour on phone and talking to 2 different representatives I was told it was not covered. Even though it clearly says in warranty it was. Still trying to get it resolved. It appears they keep passing responsibility around so they don't have to fix it.

This is the worst warranty company ever. You can't reach a person on the phone and they keep referring you to different websites. Three different locations and I have to email and send a video and pictures. And then they go ahead and say they'll respond after reviewing and it takes months to get it done. Then they schedule a person without even asking if you're going to be home. But they don't inform the technician of the product that needs to be repaired over replaced and they don't have it. Then you wait weeks and find out and spend the night. And then they mix it up with somebody else's order and it gets denied. So you appeal it, and you have to wait for a response and it still gets denied. Why should I pay someone to repair something that's covered under a warranty that I paid for when I bought the product? I think a class action lawsuit should take place looking at all the other dismal reviews given.

We furnished our whole house at Bob's. What a joke. Guardian does not stand behind anything. Lie and deny is their motto. They fixed one side of my loveseat and refused to fix the other side even though their tech promised to come back. Stay away from this place. Cheap furniture that does not hold up. They should be investigated.

I purchased a recliner in 2023 with a 5-year warranty. On July 5, 2025 I called Guardian made a claim for a small (1/2 inch) tear I put in the chair seat. The representative took all my information & I had to scan the pictures, warranty, purchase rescript, which was done. I was told someone would get back to me. I recalled Guardian on 7/18/25 only to be told the original claim was never reported or processed. I gave the same information to the new rep., along with relative attachments who assured me my claim was filed. I was informed it would take 3/5 business days to process.