Guardsman UK Omdömen 6 545

Honestly useless. The portal barely gets responded to. I reported damage to my leather sofa in September had to wait 12 weeks and all the usual stuff. Got the new covers delivered to my house and deliberately didnt take them out of packaging incase of any damage. Then technician turns up weeks latee and as soon as he removed from packaging he noticed that they have ink on them and because of them being new and the sofa being 2 years old they are different in colour.

He said he would send a report to let them know that every single aspect of the covering will now need to be replaced and now I've been told that is at least another another 12 weeks. Gonna be a year before this gets sorted.

Also have a complaint pending that took 8 weeks to apparently respond to and low behold on the last day of the 8 weeks get told 'sorry we still haven't resolved your complaint, feel free to go to the ombudsman.' Yeah, got all day to go through all this nonsense.

Really easy to submit a claim, I had to wait a few weeks for an appointment but my technician was lovely. On time, professional and did a great job

Called beforehand appointment arranged rep arrived spot on time and did job quickly and gave good advice going forward.

Adam from Guardsman came out to repair our leather settee and we couldn’t be happier with the results. From start to finish, the service was professional, efficient, and clearly carried out with great attention to detail. Adam was knowledgeable and took the time to explain the repair process, which gave me a lot of confidence.

The quality of the workmanship is excellent — the damaged area now looks as good as new, and the colour match is spot on. You’d never know there had been a problem , he also made sure everything was clean and tidy before leaving, which we really appreciated.

Overall, I’m extremely pleased with the outcome and would highly recommend this service to anyone needing leather furniture repairs
what a fantastic result!

Dont buy any product from them. I got furniture insurance and there was damage to the upholstery and they just circumvented the whole thing. I have sent email after that and they are not responding at all. Please avoid them, its a scam. I am taking them to consumer court as its a straight forward fraud

I took out a policy for my sofa specifically to cover accidental, one-off damage. I recently submitted a claim after spilling water from a bottle onto my sofa — a straightforward incident that clearly falls within the terms of the cover.

A technician visited and confirmed the water damage. However, my claim was then denied on the basis that there were additional, unrelated marks on the sofa. These other stains were not part of my claim, nor were they the reason for my request.

It feels like the company is using unrelated wear or marks as a technicality to avoid honouring a valid claim. The policy is supposed to cover specific accidental damage, not require the entire sofa to be in perfect condition before any service is provided.

This approach is misleading and undermines the purpose of having the policy in the first place. I paid for cover against accidental damage, and when I needed to use it, it was declined for reasons that are not reasonable or fair.

Do not recommend this company based on my disappointing experience.

Very patient understanding and professional

The engineer was great, on time polite and did an amazing job.

PROFESSIONAL , KNOWLEDGEABLE STAFF. QUICK RESPONSE TO ONLINE FAULT REPORT FOR RECLINER CHAIR. ARRANGED ENGINEER TO CALL WITHIN 2 WEEKS AND HAD PART ON VAN TO RECTIFY. ALWAYS KEPT INFORMED OF THEIR ACTIONS.

I love how easy it is to deal with guardsman. You do it all online and they are fast at responding. The guy who cleans is fantastic and I’m happy with the service each time and can highly recommend

The engineer who repaired my sofa is a very nice and friendly man.

Failed to repair the marks on the suite. Indeed worse. Sorry just telling the truth. The workman was very polite and professional but sadly ineffective.

Initially we were worried about contacting you for such a small stain although it was very prominent on our sofa. After receiving the cleaning cloth through the post and that not even touching it we came back to you and you sent Steve out. He was brilliant, certainly knew what he was doing, very pleasant and very thorough. Removed the stain no problem at all and the sofa looks like new!

Darren was brilliant, very polite, extremely knowledgeable and explained all parts of the job. Was very straightforward to put in a claim online with this company.

I want to formally express my dissatisfaction with the handling of my sofa insurance policy and the associated claims, which have now been ongoing for several months without resolution.
The core issue stems from your failure to update my policy on the complaints hub after my original sofa was returned and replaced due to a mechanical fault. Despite the replacement being issued some time ago, the original sofa still appears on my insurance policy. This oversight has created significant confusion when attempting to submit claims, as the system provides multiple indistinguishable options with no clear identifiers such as fabric colour or indication of which item is current.

As a result of this mismanagement:

-I have faced repeated uncertainty when logging claims, with a real risk of selecting the incorrect item.
-The process has already led to errors, including an incorrect fabric order that had to be intercepted and corrected.
-Two claims have now been pending for months, with no meaningful progress or clear communication.
-This situation reflects poorly on your internal processes. It is your responsibility to ensure that policy records are accurate and updated promptly when a replacement item is issued. -The continued presence of an obsolete item on my policy is unacceptable and has directly contributed to these prolonged delays.

Furthermore, communication from your team has been inadequate. There has been little transparency regarding the status of my claims or the steps being taken to resolve the issue. I have also not received a clear explanation of how you are coordinating with DFS, which raises further concerns about the efficiency of your processes.

Overall, the service I have received has been extremely disappointing. The delays are excessive, the system is confusing, and the lack of proactive resolution demonstrates a serious gap in customer support and operational efficiency.

I expect urgent action to:
Correct my policy records by removing the original sofa and ensuring only the replacement is listed.
Expedite the resolution of my pending claims.
Provide clear communication on progress and timelines moving forward.

This experience has been unnecessarily stressful and time-consuming, and I strongly urge Guardsman to review and improve its processes to prevent similar issues for other customers.

Still waiting to hear from Guardsman regarding a complaint which has been ongoing since July 2025! Already left a review regarding this! Our recliner sofa still has a damaged spring! A Guardsman Technician contacted us on 29.01.26 to arrange an appointment to come and fix the problem. We politely told him not to bother! This particular Guardsman Technician was part of our complaint to Guardsman because of his lies and rudeness! We made it clear to Guardsman that when the time came for our sofa to be fixed that we did NOT want that Guardsman Technician back in our home!

We will never take out Guardsman insurance ever again! We’d rather take our chances! It’s not worth the paper it’s written on! Total waste of money!

Problems not fixed, the app/website is very confusing and nobody reaches out

The gentleman (Simon I think?) who repaired the leather on our sofa was professional, knowledgeable and helpful. It was a pleasure to deal with him and he did a fantastic job ✅

Excellent service all round, would recommend

Very pleased. After initial report about damage to my sofa the company was quick to respond and it was only a short wait before someone called to remedy the fault which was a stain on the sofa . Would not hesitate to recommend