Guardsman UK Omdömen 6 546

I made a repair claim in March 2025, it took until March 2026 to get a technician booked to carry out the repair as apparently the manufacturer of my sofa was in Italy and there was delays in getting the parts. The appointment was booked for a month after I received the parts, another lengthy delay !
It was a 2 day appointment as there was a couple of repairs needed. I was told the technician would arrive between 12-5. At 4pm on the day I called guardsman to make sure he was definitely coming, I was told, yes he would definitely be here as I was on the job sheet. No technician arrived.
I called at 9am the next morning,I was put on hold for a few minutes then to be told the technician had actually passed away a few weeks before!!! Absolutely appalling that guardsman hadn’t allocated his jobs to another technician or even bothered to notify customers who were expecting their repair to be carried out of this development.
I have lodged a complaint and been told I’ll now need to wait weeks again for a technician to be allocated the job
Guardsman are a shambles of a company, they don’t have a clue what they are doing with regards to customer service and I will never take guardsman insurance again when buying a sofa, it’s not worth the paper it’s written on, and I would advise anyone offered this insurance not to take it, if you need to make a claim for a repair you are in for a lot of stress trying to get one

Didn’t really do much and cleaned just the actual spot that was stained ,but wasn’t completely gone after .Also if there with a whole machine that cleans I think they should clean whole sofa so all clean .My verdict is the man that came to clean my sofa did the bare minimum

No nonsense sorted my sette out quickly and without any hassle.

It took 4 months to repair my furniture after several visits from engineers who only took photos!!!!

What an absolutely amazing service from Mark, friendly, attentive to my situation with these expensive Nattuzi leather recliner sofa, showed true empathy. He did a wonderful job with the marks on the leather lumber bar, just outstanding. Will highly recommended Guardsman and of course Mark. Thank you so much.

Exceptional service from Russell. Assessed the problem and quickly went about fixing the damage.

The repairs to our settees were completed as promptly and efficiently as possible. We were happy with the work done and the technician was very helpful.

Sean had a lovely demeanour and did a fantastic job! Ink stains totally gone, no messing about, done quickly and efficiently. Can’t speak highly enough of this company as a result.

No no communication Rubbish service said they’re gonna get back to you never do not Wurth the money paid via DFS

I tried to raise the issue with my sofa online without success. I then reported the problem by phone. When the appointment arrived to make the repair the rep was polite but seemed only to be aware of one issue and not the several others. He did however seem to fix the main problem at the time. However after just 2 months the sofa seems to have developed the same fault again. The addition of a bit of extra padding did not fix the problem.

Alun was very kind and helpful. Went out of his way to get the job done, arrived on time, worked quickly, and shared helpful expert advice.
Even made a quick appointment as my wedding is in 10 days.

Came out ans sort my seate

Engineer turned up promptly and rectified the fault within a few moments. Excellent service.

Fast efficient service very polite and knew what he was doing.

I purchased a recliner sofa from DFS in January 2022 and took out the DFS Guardsman Furniture Protection Plan. Unfortunately the recliner mechanism recently developed a fault, so I logged a claim with Guardsman on 10 February 2026.

A technician attended my home on 25 February. I want to give credit where it is due, as the technician who visited was excellent. He was polite, professional and quickly diagnosed the problem as a fault with the switch and transmission box that controls the recliner mechanism. He explained that replacement parts would need to be ordered and that a return visit would then be arranged.

Unfortunately, since that visit the process appears to have stalled due to a lack of communication within Guardsman.

The technician has confirmed to me that his report was sent to the Guardsman Field Services team shortly after his visit. He even double checked this while I was on the phone with him and confirmed it had definitely been submitted.

However, when I contacted Guardsman customer services on 04 March, I was told they have no record of the technician’s report. Because of this, they say no parts have been ordered and no follow-up appointment can be scheduled.

This means I am effectively being told two completely different things. The technician says the report was sent to Guardsman’s Field Services team, while the customer services team say they have nothing.

What makes this even more frustrating is that the customer services team told me they are unable to call the Field Services team directly to check what has happened. I was advised that they can only send them an email and wait for a response, which I was told could take up to a week. That seems extremely unreasonable for what should be a simple internal query within the same company.

The technician visit took place on 25 February and the claim itself was logged on 10 February, yet there is still no confirmation that the parts have even been ordered.

The technician who attended has been very helpful throughout, but the lack of communication and coordination between Guardsman’s own teams (Customer Services and Field Services) has made what should be a straightforward repair unnecessarily frustrating.

We had a large stain on our sofa and guardsman arranged for someone to visit our home to clean it. The man arrived on time, explained the process and was very thorough. Once the sofa had dried out,the stain was gone and it looked like new again. Very happy

I forgot the gentleman's name, but he is such a lovely man. He is professional at what he is doing. Always leave the sofas looking immaculate. Thank you. Good company. They don't moan. I have kids so i had to request a few visit to clean the sofas.

Helpful and punctual.
Repaired within the hour

Excellent service