Complaint Review: GBS Warranty Services

I have continuously been disappointed by GBS Enterprises. First, I had to deal with the unprofessional office staff who all but ignored my request for a furniture repair. After a long exhausting battle, I finally was able to get in touch with a very nice lady who I assume was in charge of this place. She fulfilled my repair request. Fast forward to when I receive my fabric. A technician came out to replace the damaged fabric. He immediately noticed that the replacement fabric piece did not match the color of my couch. It is darker and very noticeable.

The technician recommended that I not have this piece replaced right away. He, instead, told me that he would order the correct color and then come out again to fix it. That was WEEKS ago. I finally received a call today from a lady at GBS named Leslie. She told me that she spoke with a lady at the retail store where I bought my couch and they told her the piece that was sent to me was acceptable. Then, rather than trying to work hard for this paying customer (me), she tried to make excuses and said there is an exclusion to dye lot or something like that. Apparently it doesn't matter what color they send you. I asked to speak to a supervisor. Then as Leslie told me to hold on, she hung up on me! So I called back and asked to speak to Leslie again. I was instead transferred to some knuckle head named Mike. He immediately became defensive and said that if we were going to continue this conversation then we had to respect each other. I was not screaming at him or cursing. I was simply explaining my frustration with how GBS and this "manufacturer" conduct business. I told him that no one would put some random piece of fabric on their couch that does not match. I then asked for the lady I spoke to when filing my claim and said she was some sort or manager or supervisor of GBS. He told me that he was her boss. I said "oh really?" I asked what his title was and he told me he was the floor supervisor. I asked who his boss was and he told me a lady named Janie and told me she was the manager of operations. My last question to him was, "who is the manufacturer that you have been speaking with". He told me according to his notes, it is Tafpon. I repeated it 2 times to make sure and I spelled it out. t-a-f-p-o-n? He said yes.

I just googled Tafpon and cannot find anything. It either brings up Tampon or Tarpon. This is the most unprofessional business I have ever dealt with. Their employees have the nastiest attitudes and are not helpful, at all! Why is it so difficult to replace something that you pay a warranty for? I would never ever recommend GBS to anyone! Perhaps that is why this Facebook page only has 41 "Likes". Perhaps that is why there are 61 complaints for their product/service on the Better Business Bureau. Well, make that 62 after my complaint. Unbelievable. It was GBS technician after all who said the replacement did not match. It is not just me saying this.

I hope I never have to deal with this company again. Trust, next time I buy furniture, I will be making sure that GBS has nothing to do with the furniture company. If this is in fact not a GBS issue, but rather the manufacturer issue, there will be a complaint with them as well. GBS still needs to train their employees on how to be respectful to their customers. Customer Service 101: The customer is always right. How did this Mike character get into a supervisory position? I will never know. Then again, given my history with this company, I am not surprised. Maybe he should pay attention to GBS' statement on their website, "Building Our Customers Brand and Referrals Through Outstanding Customer Service". Yeah right. The BBB is not my last step. I hope it does not have to come down to legal action. GBS works with the manufacturers, why should I have to contact manufacturer?? Someone is going to fix my couch. I paid too much money to just slap on any random piece of replacement fabric. Not going to happen. This is outrageous.