Guardsman UK Bewertungen 6'552

The reason for only 3 stars is that once a claim has been approved it takes weeks for the technician to arrange an appointment. Once they are here they do a great job and are polite and friendly.

Ongoing issues – poor service and no follow-through (update to previous review)

This is an update to my previous review.

Guardsman responded publicly stating that my complaint had been upheld and that compensation had been offered in a letter dated 10 April 2026.

I have not received this letter.

I contacted Guardsman to request that it be resent by email or post. This has been completely ignored. Once again, the only response I have had from this company has been via Trustpilot, not through direct communication.

At this point, this matter has been ongoing for over three months. While the original issue was eventually resolved after significant delay, the continued lack of communication and failure to follow through on their own statements is unacceptable.

It is extremely disappointing that a company can acknowledge poor service, claim to offer compensation, and then fail to ensure the customer actually receives that offer or respond to further contact.

Based on my experience, I would strongly advise others to avoid this product. The aftercare is poor, communication is unreliable, and resolving even simple issues requires unnecessary time and effort.

I purchased a 5-year protection plan with Guardsman when I bought my suite and footstool from DFS, which was advertised as covering all stains.

At the end of January 2026, I noticed a stain on my footstool and contacted Guardsman on 4 February. I was advised that a cleaning wipe would be sent out and, if this did not work, I could get back in touch to arrange for a technician to remove the stain.

Unfortunately, I never received the wipe. I contacted Guardsman several times to report this and to make a complaint. My complaint was acknowledged, and on 23 February I was told my case had been logged and that I would be contacted within 5 working days to arrange a technician visit.

However, I received no communication until Friday 13 March, when I was finally contacted by a local firm appointed by Guardsman. An appointment was arranged for 20 March, and the stain has now been removed.

While the issue has eventually been resolved, the process was extremely frustrating. It took over 6 weeks from first reporting the problem, and I had to spend a significant amount of time chasing for updates. There has also been no follow-up communication from Guardsman. I have been promised by Guardsman that they will contact me regarding this fiasco but as they promised to do so almost 4 weeks ago and haven’t done so to date I doubt there will bother contacting me.
Overall, I would not recommend this product due to the poor communication, lack of follow-through, and unacceptable delays in resolving what should have been a straightforward claim.

Repair man, turned up and did a full inspection of the couch. Within minutes he had identified the problem, sadly the part that had broken wasn't at hand and needed to be ordered in, (totally understandable). A few weeks later, I got a call from thier office and given a date to suit me, as I'm currently going through chemo. On the day, he arrived and it was about an 30 mins to fix. On all visits he was respectful, polite in other words, a genuine workman doing an honest job. I wasn't put out about the waiting time to get the couch fixed, it was just one of those things. I'd highly recommend their services, as ive never had an issue. Thank you Tom.

Martin is so kind, polite and professional…
An asset to the team

Excellent service. The Guardsman cover I have on my sofas is great value for money. When it has been needed, the sofa has been cleaned to a very high standard.

Great service very professional

He was very good kind professional thanks alott

Firstly Alun Davies the technician was truly very helpful and explained everything to me , although , because the settee was a pile issue not a stain issue no cleaning could be carried out , basically there’s nothing that they could do today , but I would still recommend Guardsman in case I have an accidental stain in the future , so thank you for all your advice today

I had my doubts initially about whether an insurance policy for my Natuzzi sofa was worth the money (about £150 I think) as I thought they ought to include it in the £7k I spent.
After about 3 years a switch to operate the recline failed and I contacted Guardsman, who to their credit referred my issue to a relatively local repair company the same day.
The repair was completed and everything is working again. The only downside was the 5 weeks and 2 visits it took to be completed.
Overall though, very satisfied and I'm pleased I took out the insurance and would do so again... although I won't be buying another sofa from Natuzzi.

The engineer (Adam) was excellent. He came out to see what was needing to be done and ordered a new part. Organised a return date to fix and all sorted very easily, with no issues or hassle!

Had already made a complaint about the telephone call I had and how patronising the caller was.
When the technician turned up to clean he just came in with his shoes on, no over shoes and just walked into my living room which is carpeted with his shoes on. After he left I had a closer inspection of the sofa and there are still bits that haven’t been cleaned.

Excellent service - made my sofa look brand new in minutes after my dog’s special shampoo had faded the colour of the leather.

Overall a good experience
Gentleman was pleasant and chatty
Did not replace like for like.. springs and foam
Just foam replacement, not sure he was aware of what was to be replaced until he opened it… should have checked when he came to review it initially

We made a claim in December 25, and as of today we are still awaiting for the repair to be completed with a expected date towards the end of June so we have had no use of the chair since before xmas

We have been customers for a long time and when we needed help, Guardsman was there. Our technician Alfie assessed the issue and sorted it out to our satisfaction.

Your company is fantastic. Your service is second to none. Your website to see messages and log a claim is terrible and extremely difficult to navigate. Most of your engineers are superb but not all.

Lack of Honesty, Not Prompt, lack of Communication.

It’s easy to give 5 stars if all works well or 0 stars if it doesn’t. However in between those extremes lies the grey area of how a company responds to customer concerns and complaints and in my experience when all did not go to plan, I was genuinely impressed with the attitude and response from the company. That it’s also possible to speak to a real person is a real plus in this day and age.

Very polite knowledgeable about the job in hand good job done

I would give 0 stars if I could- DFS sell you a dream when it comes to guardsman and having your sofa covered with guardsman. When in fact it comes to making a claim you have to fill out a long winded form and give specific details to the exact piece that needs cleaning/fixing and they will ONLY clean that area. I have raised a complaint back in October 2025 after guardsman came out to clean my sofa because my son was sick on it. After the sofa dried my sofa had more marks on it than before the guy came. The material is also damaged so my sofa is ruined. A guy came out to assess and said that the policy document states that material will be replaced & he said that guardsman only ever give you a new sofa or money towards a new sofa if your sofa is no longer being made or they cannot source the material. Even if replacing all the material on your sofa is more expensive. Guardsman have not resolved my complaint and themselves told me to raise a complaint with the FCA which I have done but in the mean time guardsman have told me that my material has been ordered and is due to be delivered 26th June 2026 which is 8 months since I raised my complaint. This is totally unacceptable and I wish I had never spent the money covering my sofa because its been more hassle than it’s worse and I’m here with a damaged sofa through no fault of my own, a policy which isn’t doing what I expected it to do.