Guardsman

My claim has been going on for two months. I sent a complaint email yesterday and today received a call saying that if they can’t replace the certain area that is damaged on my couch, they can decide not to replace it and just refund the warranty amount I paid and be done with it! Everybody should be aware of this especially seeing the terms and conditions are inside the sealed box which you do not answer until you’ve paid for the warranty! Show details

I recently lodged a claim for a hair dye stain on my leather couch head rest. It was denied apparently out of 5 day reporting. Incidentally I originally approached Freedom furniture, had sent 2 emails initially to the address on the warranty leaflet but they were returned. I then phoned. So days added on but certainly I have done the correct… Read more

reporting within the time slot. Another reason I have been denied is because I didn't perform a patch test and tried the enclosed ink wipes. The leather colour has disappeared. If the stain had been an ink stain I would have used the supplied ink wipe for what it is intended. I couldn't have done an inconspicuous test as there wasn't any ink. Guardsman are making every excuse. It is in the too hard basket for them as the leather headrest would need replacing. The warranty is a waste of money as Guardsman deny more claims than they accept. It has taken well over a month to let me know my claim has been denied, they are strict on this 5 day reporting rule but slack on their reporting back. I have done a legitimate claim and because they feel it is too hard for them to fix they are turning the tables and blame the customer. I will be persuing.

Dont waste your money getting the coverage. We bought our fabric chairs at Harvey Norman and were told to pay the money so that if they were dirty and we couldnt get them cleaned it was covered. So after 2 years a few of the chairs needed cleaning so i sent in pictures and did a claim to be told its only for ONE off spills. The process took weeks and then I was told sorry you arent covered. Waste of money Show details

I have purchased a lounge from Plush about 4 years ago and I am very happy with it I also purchased the Plush Shield warranty for peace of mind for any accidental damage. Recently when I was cleaning the lounge I noticed a very minor tear on a… Read more

leather seat. I called Guardsman support, provided them all the details photos of the damage etc. However, one thing I could not provide them was when the damage occurred.

I later got a response from them stating the following "that your claim does not meet the terms and conditions of our Accidental Stain and Damage Warranty you purchased" also "Due to this claim not meeting the reporting period of 5 days as stated in your original claim it clearly states you were not sure how the accident happened and you were unsure when it happened, under the terms and conditions of the warranty you purchased we cannot assist on this occasion."

I am not at all satisfied with their response I have responded back to them about my disappointment. The issue I have is that if you do not know when the damage occurred with the 5 year warranty period and within 5 days of it occurring clause 3(c) comes into play which voids the claim. Hence you are not really covered unless you make a false claim that it occurred within the 5 days.

If you want to ensure that your lounge is covered by their warranty you will need to inspect it every 5 days till the warranty has expired 5 years later. Not workable for me I would not recommend this company poor support. It nearly cost me about 10% of the value of my furniture.

## Save your money in the bank as insurance instead is my recommendation. ##

I have had direct email responses from guardsman. Their decision is final if you don’t make a claim within 5 days of notifying them they will not accept your claim. It is not a real 5 year warranty unless you falsify your claim is what I can gather from it all. ##SAVE YOUR MONEY INSTEAD OF WASTING YOUR MONEY ON THIS IS MY RECOMMENDATION##

We will never buy a couch/ furniture piece in future without getting Guardsman warranty. We purchased a white couch from Freedom and every time it got stained or had an issue the team have been so incredible and efficient at getting it sorted for us. I also want to say that this is one of the few businesses that excel in their customer service. This warranty has been our best purchase to date and we will be lifelong customers. Show details ·  1

No drama, got it done – I claimed the warranty, and it was all sorted with a couple of emails and a phone call. The technician "mitch" was a breeze to work with and the job's getting booked. Show details

Couldn’t recommend this more. I had Mitchell look after my claim and he was absolutely amazing! He actioned everything so fast and made the experience completely stress free. Thanks again Mitch Show reply

I am disappointed with lack of communication. I reached out in JAN 2026 for a clean for my fabric sofa. Back and forth only two times regarding photos I already provided then absolutely no response for months even though I sent many follow ups. [Name Removec] was the only one who responded to me but even after he reached out to the company I did… Read more

not hear a response to arrange a clean. I ended up selling my fabric sofa and had to pay an external person to spot clean the stains. Incredibly disappointment and not the service I paid for.

LATEST UPDATE: I emailed the “team leader” as requested in their comment but no response. UPDATE: it’s now been OVER 2 WEEKS! Submitted a claim over a week ago - no response. Sent a follow up email a few days later - no response. So I called and was told my email would be pushed forward. Didn’t hear anything so I called back then it was only… Read more

just lodged as a claim 5 days after I submitted it. It’s now been 9 days since I submitted my claim no resolution. I’m not sure what’s going on with this company they used to resolve things within 48hours max now it’s painful!!!

My experience dealing with Guardsman has been extremely frustrating. The protection plan is heavily promoted at the time of purchasing furniture, with the impression that it provides straightforward coverage and peace of mind if something goes wrong. Unfortunately, when you actually try to make a claim, the process becomes unnecessarily… Read more

difficult.

The claims process involves multiple steps, detailed explanations, photos, and ongoing requests for additional information. Even after providing everything requested, the process continues to drag on with very little clarity about whether the claim will actually be honoured.

What is particularly disappointing is that the process appears to rely heavily on exclusions and fine print. Rather than assessing claims in a practical and reasonable way, it often feels like the focus is on identifying technical reasons why a claim might not qualify.

Consumers purchase protection plans with the expectation that they will provide support when something goes wrong. Instead, the experience feels like navigating a system designed to make claiming as difficult as possible.

Given the way the plan is promoted at the point of sale, companies offering these types of protection products should ensure the claims process is fair, transparent, and consistent with the expectations created when the plan is sold. Based on my experience, I would strongly encourage consumers to carefully review the terms and understand exactly how claims are assessed before relying on this type of protection plan.

The Guardsman team were so easy to deal with when processing my claim. They are not your average insurance company! We had some fake tan transference on our sofa and put the claim through straight away. Bill made contact and was prompt, professional and thorough. He cleaned and steamed our sofa and now it looks brand new. Thanks so much Bill & the Guardsman team :) Show reply

Service was quick and easy, happy with the results, thank you! Bill was very friendly and did a great job at cleaning up the stain. Highly recommend his service. Show details ·  1

Fantastic service! Bill did an amazing job steam cleaning our dinning chairs . He was professional ,extremely helpful and went out of his way to help and answer all the questions I had. Would highly recommend his services. Show reply

My fiancee and I bought a new couch last September and we decided to purchase the Guardsman warranty with it, hoping we'd never need it. Spoke to a few friends of ours who said that the warranty was worthless as in their experience, getting claims approved was almost impossible. My experience couldn't have been any different. Got a big mark on… Read more ·  1

the couch accidentally, so I lodged a claim through their online portal. Waited two days and hadn't heard anything back, not even an automated email to say that my claim had been received.

It wasn't looking good until I phoned up about two days later and spoke with Mitchell. Literally the most helpful customer service rep I've ever dealt with.

Not only did he pull up my claim to make sure all the boxes were ticked properly but he explained the rest of the process in much more detail and made sure my claim got processed. The guy is an absolute legend and I couldn't be more thankful for his help.

Pay him more money or promote him at the very least please.

I have been dealing with Mitchell from the guardsmen customer service team and he has been so well mannered, helpful, professional and knowledgeable about the claim I put in. I would definitely recommend this product and the service that come with it is fantastic. Having full understanding on what my warranty covers makes it much easier to… Read more ·  1

understand what my furniture is protected against and how I can protect my furniture from future stains/ spills. This is something the team very politely explained to me as I was putting in the claim and I’m very happy with the service from the team and product.

Highly recommend Bill for lounge cleaning and stain removal. The service was professional, efficient, and the results were fantastic. My lounge looks fresh and the stains are completely gone. Great value and excellent service! Show reply

We recently had our couch professionally cleaned through our warranty with Guardsman, and the experience was fantastic from start to finish. Bill was the technician who came out, and he was an absolute legend. Super professional, friendly, and clearly knew what he was doing. He took the time to explain the process, was careful with everything in… Read more ·  1

our home, and most importantly, he did an incredible job on the couch. It honestly looks refreshed and brought back to life.

It’s rare these days to get someone who takes real pride in their work, but Bill definitely does. Couldn’t be happier with the result and the overall service.

Highly recommend!

Paid for the warranty because we have three kids and the brother in law bought it and had a good experience. My experience has been far from that. Made a claim, posted photos and all the details. I dunno what happens, but they say the stains need to be seen too before 5 days...well, they aren't interested in getting back to customers until after… Read more

that 5 day period. Absolutely a waste of money. I'll be following up with a claim for a refund. Hopeless.

I recently had to put in a claim with Guardsman, and it was honestly the most seamless process I’ve ever experienced with insurance. From the start, I spoke with Mitch, who was incredibly accommodating, friendly, and made the entire filing process stress-free. Within just days of putting the claim through, Bill arrived to service my lounge. His… Read more ·  1

service was nothing short of superb. Not only was he professional, but his knowledge of the material was amazing. He knew exactly how to treat the fabric and managed to remove some very stubborn stains that I thought were permanent. I’m so impressed with the quick turnaround and the quality of the work. Highly recommend

Bill from guardsman was absolutely amazing! Professional, timely and friendly service. My Lounges came up great highly recommend! Before and after photo says it all Show reply

Bought a lounge from Loungelife, Glen waverly store, about 4 years ago, bought the protection and warranty from Guards man, now we saw some damages to the lounge, tried to get a claim from Guardsman, they responded well, but at the end, refused to fix the lounge, same excuses like other insurance companies do at the time of claim. Waste of money.