Guardsman UK Omdömen 6 544

I’m very disappointed with my experience with Guardsman Furniture Protection.

I made a claim for damage to my leather sofa, which cost over £4,000 and is less than 5 years old. This is the only time I’ve ever used the policy since purchasing it, so I expected the process to be straightforward and fair.

When the technician visited, I was advised the damage appeared to be caused by pet damage, which I understood is covered under the policy. However, the repair carried out was not satisfactory, and when I raised this concern afterwards, I was then told the issue was being classed as “wear and tear” and therefore not covered.

This directly contradicted what I had been told during the assessment visit and left me feeling that the decision changed after the fact.

For a protection policy that customers pay for to give peace of mind on expensive furniture, I expected clearer communication and a more consistent outcome. I would appreciate Guardsman reviewing this decision and contacting me to resolve the issue fairly.

Complete joke of a company. Electric recliner broke in December estimated dispatch of replacement part end of May! Who knows how long after that to get technician booked to actually fit it.
Dont waste your money on this company !

Very happy with the whole process. Was very easy to organise the repair. Wesley, the technician who visited today, was helpful and knowledgeable. Very happy with the repair. Would definitely recommend to others. Many thanks 😊

Wesley kept me up to date with the time of his visit. He was very respectful and offered to take off his shoes. He was very helpful and knowledgeable and was able to help with the issue straightaway.

Gentleman, sorry I've forgotten his name, was polite, thorough in checking all my furniture for what to me was loss of padding & softer than I wanted. Unfortunately he was not able to do anything because my furniture had not lost the 30% resistance that is Guardsman measure.
He gave me time to chat through everything, gave me workable suggestions. Confirming that I have another 18 months left on the account. And I can call anytime in the future to review the status of my furniture. Visit was on the 19 February 2026

I purchased a guardsman cover last year for my sofa and had to use teh service to cover a spillage. The work was done but getting it done and communicate with the company is a joke. The only way to communicator with guardsman was to complete a claim form, once that is done the website through the claim is the main way they want to communicate, no telephone number is offered up. When you eventually find your way around the website to communicate and send a message, I found I had to send 3 messages and ring up just to get a response. I chased them as the day of the engineer coming out we had no confirmation of time which was part of the agreement. After I spoke to someone by ringing the only number I found...and that took a while, and a long drawn out conversation with no reason why they did not EVEN respond 3 times, it was pushed through as a complaint. I did not ask for this, it was done anyway. I have had a number of delayed communications informing me that there is a delay in teh investigation and that it will be addressed soon. I eventually received the response today after I beleive December or january when the complaint went in. The response accepted that there was an extended delay in response but believed that at times this can happen and basically that is all they have given me as an excuse. There is no acknowledgement about NO response to 3 messages sent, and only 1 response through it all. The communication is very poor, and now it shows that they cannot even investigate a concern properly and give it the full and fair treatment it deserved. I cannot respond, only take this to the ombudsman, which is mostly not done due to the hassle of it all, which they have put me in a position to do the same. It has gone on too long. They win the battle then, but do not deserve any praise for the companies attitude towards customers. They say that they are striving for first class customer services, but they will never get there with this kind of behaviour. Guardsman, before you respond back to this making excuses and trying to make me out to not giving you a fair chance, you should read back on what the complaint was actually about, and investigate it properly next time as you have not answered why they did not respond AT ALL in the letter sent to make a fair assessment of the complaint.

As expected by the response, the complaint was not resolved it was concluded with little actaull investigation or answers to the actual complaint. It did not appen professoonally and I was only given 1 option to go to teh ombudsman which I am not wasting my time with. You clearly have not taken anything on board with regards to teh complaint and what you did not do. This is a site to show whether a company is triustworthy and as a compnay I do not feel you are. So many issues with one problem and poor investiagtion response. I have the right to say how I feel and give an explanantion as to why. I am happy for ypou tocontcat me woith an appropriate respoinse but to date that has not happened and do not feel you even want to based on eth investigation and the generalised response here.

Horrendous company. Will find absolutely any loophole to get out of providing a service that you have already paid for. What a scam! Customer service and communication is non existent and they just provide the same generic refusal letter after submitting a claim. Don’t waste your money!!

Wesley from Furnipro was polite and explained the problem and what needed to be done. He found an additional problem and fixed it with no bother.
Very good pre-appointment communication.

Service was great. Took the time to explain the issue, fixed to a great standard and also fixed a separate tear that was caused when our sofa was delivered.

Great service from Guardsman. A bit of a wait but only to be expected considering all the different areas they must cover. The young man that came was punctual, efficient and most polite. He had to come back as another part was required but again punctual. He was quick and efficient in fitting the part and we were very pleased. Highly recommended.

The technician that came round kept us informed with what was going on and when and did a brilliant job, thank you very much

I had champagne spilt on my suede leather settee which had become sticky .
I went on line to Guardsman to fill out a claim form and the service couldn't have been easier . From the initial contact right through to the cleaner visiting, everything went like clockwork.
The guy who called was incredibly professional and personable ; after cleaning the initial stain, he gave the rest of the settee a quick spruce over.
The company has good old fashioned customer service values which is so rare these days. I would recommend them with complete confidence

The serviceman was friendly and polite and knowledgeable. He was able to repair our sofa and you couldn’t tell where the damage had been

Superb service. Attended very quickly and all fixed within a couple of hours. Friendly and polite. Very happy.

The gentleman that came to my house to fix the issue with our sofa and he done an amazing job at fixing it

Unhappy Guardsman Warranty Service. Seems only 1 Engineer for South East. Waited months for repair to be done then told he called and no one in. Took day off for him 3 of us here. Have doorbell not used. No followup call had to keep chasing. Then got text no courtesy call with new date weeks ahead. Called Guardsman who i found abrubt rude felt blame was with us. Been 10 months since part made and few more since delivered still not repaired. We have bought a new Sofa now we have 2 sofas in room now till repaired. Told if Suite goes to somewhere else wont repair 😡 said we would have to move in with our Son in Law to get it repaired wont go different address even though delays with them. Disappointed not the word paid for Service we not getting.

Rob was very informative at his initial visit and very efficient at repairing the collapsed cushions, arrived on time and was very polite.

I’ve had no contact since submitting my issue

Good service and happy with the result

The guy arrived on time as promised and he was very professional
Easy to deal with