Guardsman UK Anmeldelser 

1-Star Review – Guardsman

Very poor service. Stay away from this company.

I paid extra for Enhanced Pet Stain Protection, but when my sofa developed stains just two months after purchase, Guardsman refused to clean it. They sent a technician who claimed the marks were “body grease” and rejected my claim.

The complaints process is just as bad. Once you make a complaint, you can wait up to four weeks for a response, which is completely unacceptable.

Don’t waste your money on the extra protection—they seem to find excuses not to honour claims.

Worst service. I made total 3 requests for my issues but all are rejected. At the time of purchased they mentioned that you will be covered for all the issues but that not the case. When time to provide the service at that time they refused and add conditions.

I raised the request for those issues which are covered as per your term and conditions. And at time of purchase, no one mentioned about others conditions. I paid hundreds of euros for the services and for my issues and if it’s not covered then worst to buy it.

Excellent service. Repair diagnosed in a few minutes and repaired in less than an hour great job very happy really nice chap very friendly Thank you

Cleaning technician did an excellent job with the stains on our sofa’s. Very knowledgeable guy with years of experience.
Easy process reporting the incident and then the technician arranges a date with you.

Excellent from start to finish

This company sold me a policy they did not honour when I needed to make a claim. They sent out a technician who said it could not be removed so Guardsman accepted that and went to the manufacturer of the sofa to purchase the material but the sofa had been discontinued so after 6 weeks they finally reply and say they want another technician to come out to see if they can get the stain out and I said no on the policy it states when all these avenues have been explored then the policy will pay out towards a new sofa.....WHAT A COMPLETE LIE,,,,,, these people are taking money off people to insure their furniture but don't want to pay out,,,,,,, DONT TRUST THEM THINK TWICE BEFORE YOU BUY ANY INSURANCE FROM THEM

The chap that came out was really good and help but unfortunately we are still waiting to hear back from Guardsman following his visit. Their app is unworkable and trying to ring them diverts you to the app. Would not recommend

I was informed time and time again that the policy was fully comprehesive with no deductables and that it covered all the material and all the electric recliners etc.
The integrated USB charger in the arm of the sofa stopped working. So I made a claim. They went to the trouble of sending an engineer out, just to confirm it wasn't working. Then 2 weeks later sent me a letter to say it's not covered despite the engineer assuring me it was. I took time off work to meet him. Such a tiny claim, yet they chose to wriggle out of it !

Thanks Wesley at Furniture Repair Technicians for cleaning my sofa today. Very helpful!

Excellent service from the rep who travelled a good distance to be with us, turned up on time and spent a good period of time removing the stain on the leather sofa. He explained everything as he went along and gave some useful tips moving forward. Overall very happy!

Tony has come out on a few occasions to remove stains from my sofa, and I have always been very happy with the results. He is always so friendly, professional and reliable, and does a fantastic job every time. He takes great care and attention to detail, and my sofa always looks as good as new afterwards!

Your representative was excellent. We were kept in touch with when he would arrive and he was very punctual. He cleaned the chair perfectly and was most friendly and helpful.

Takes some time to resolve some issues but overall good. Staff are very helpful when they come. I have 2 claims which are still ongoing. This started April time.

Been waiting nearly 10 months for a repair on my recliner settee and still not been mended had several supposed engineers come out to repair it and they have not yet repaired as each one has said that they haven’t got the parts they have to order parts cannot use the settee as it has a broken metal piece hanging down which is sticking out of the bottom of the settee and and digging in my carpet Hub repairs are willing to solve this issue and each time I get in touch with them about this issue they just tell me same pack of lies and the problem doesn’t get resolved so have told them that Watch dog are going to be informed

After having a claim refused purely due to the incorrect view of the technician, Guardsman continue to refuse to provide evidence to substantiate their decline. They have refused based only on the subjective and incorrect view of their technician who clearly did not want to be working on a Friday afternoon. I would encourage any potential customers to check the reviews on “guardsman.com” The reviews on that profile are much more in line with my experience. I have sent photos to challenge the incorrect and contractual breach of a decision, but Guardsman’s customer service experience is so poor that they will refuse to review any of that evidence as it does not fit with their agenda to victimise me as a paying customer and protect their bottom line. I will be escalating this matter to the ombudsman and will also make a formal complaint to the regulator regarding the poor conduct of Guardsman and the breaches of their own T&C’s.

The guy how came to fix our recliner sweet was very good & very quick

On contacting Guardsman initially the operator was so unhelpful. I explained I was having problems on-line. She kept talking over me, sounding exasperated. I said I have to attach a pic of the problem but I don’t know what that is. Her response “well you will have to”. In the end I took a pic of my sofa. Very bad customer service with attitude!
On the other hand when the engineer came out he sorted the problem out in no time and had excellent people skills. First impressions are so important!!

I contacted Guardsman several months ago using their online contact form to report an issue with my sofa and try to arrange a repair under my protection policy.

At the time I contacted Guardsman, my policy was still active. Despite this, months have now passed and I have received no meaningful response or assistance.

I have since contacted DFS, where I purchased the sofa and protection plan, and have been told that the Guardsman policy has now expired. This is extremely frustrating because I attempted to raise the issue while the policy was still valid.

I shouldn't be disadvantaged simply because Guardsman failed to respond to an enquiry that was submitted during the active policy period.

I am posting this review in the hope that someone from Guardsman will finally contact me, locate my original enquiry and deal with the matter properly.

I am more than happy to update this review if Guardsman responds and resolves the issue, but at present the lack of communication and support has been extremely disappointing.

Be very careful when taking out carpet insurance. If you stain the carpet they will only treat the stain, not the entire carpet. Not surprisingly therefore you will be left with a much lighter area around the stain treatment as any carpet will undergo general soiling and not be as pristine as when it was fitted. They admitted this in their response to our complaint, yet only commit to treating the stain when they know the end result is likely to be far from satisfactory. It's like staining suit trousers and only having them dry cleaned instead of the whole suit - the suit will not look the same! Save your money and buy a bottle of Vanish instead - same result, but much cheaper!

Lovely guy, unfortunately the large water stain he cleaned was still there when the sofa dried. I tried to schedule another visit and it was scheduled and rescheduled by him to a much later date weeks later and he wasn’t very flexible. Then I had a personal bereavement so contacted the guy to reschedule the second visit and told him the circumstances and that I would contact him to reschedule again when I was ready. He then sent me several repeat messages trying to reschedule with no acknowledgment of my circumstances.