Nebraska Furniture Mart Reviews

After receiving no reply to my email or a callback on 11/12/24 I called NFM customer services where I was transferred to a claims representative. The representative informed me that there were no notes on my claim and asked me for the claims representative's name that was assigned to my claim. He acknowledged knowing who the representative was. He requested that I forward all the correspondence I had with the claims representative and that he will inquire about my claim.

On 11/13/24 I received an email from Mr. Fletcher informing me that the claims coordinator had informed him that my claim had been denied because the issue could be a mineral deposit residue and that there might be some environmental concerns. This was also included on his email, "Also, not sure if you used a moisture barrier or not since there wasn't anything on the order but that can help as well." I replied letting him know that I was not satisfied with the decision that I was expecting someone would come to my home to inspect the damage and that the claim was denied based on what could be seen in a few photos.

I also informed him that the salesman did not inform me that a moisture barrier was required for the warranty to apply. I also informed him that a few months ago, I purchased more flooring, and again the salesman failed to offer me and/or inform me that for the warranty to apply, I had to protect the flooring with a moisture barrier. Again my email has gone without a response as of today 11/15/24.

OK, we set a new delivery date for 3 weeks out, that day arrives, I hear nothing and phone the store again and am told the sofa is still not in stock and will be delivered in about 3 more weeks. We got rid of the old sofa, have nothing to sit on and this is ridiculous. The salesman apparently lied about the item being in stock, the customer service is deplorable, I'm never ever contacted by customer service, I know the sofa won't be delivered only when I call the store on the delivery date. Customer service is rude, the salespeople on the floor are dishonest and the BBB is investigating NFM. BEWARE. This store used to be good but has jumped the shock in every way. I won't even mention how the furniture is way overpriced but the store gets away with that since it has a monopoly in town.

I was told there was nothing NFM could do but me wait a month from my purchase date. Today I received a text telling me now my order will not be received until May 2nd. Needless to say I became more frustrated and decided to call your company again. I talked with a gentleman by the name of Will and became very frustrated and disappointed with him as conversation continued after he told me "I am lucky to get it ALL after one month" because some customers wait a year for some for orders and I felt as though he was actually trying to made to feel as an idiot for thinking like I do!

After the call I decided that I was going to call to ask to speak to management about my order and report the way Will spoke to me. I then spoke to a lady by the name of Lindsay (I believe). After she heard what I had to say she told me that she understood that I should not be upset and should not be disappointed with Will or her telling me it is not the fault of NFM. I told her I understood that but also believe that your sales reps should NOW be upfront with customers and tell us that anything not in stock could take up to one year before we get it....it is out of your control. After that she began to talk down to me that like I was some kind of imbecile for not understanding that orders could take so long. How on God's green earth would I or anyone speculate the processing of this information?

It was one of the worst experiences I've had with any sales reps on the phone in my entire life and fully intend to never order ANYTHING again from NFM that you don't have in stock in your store. I told your phone reps that your sales personnel should be upfront with us and tell us it could take a year to get our orders and accept it and so we should not be calling complaining to NFM.

I honestly believe in my heart that your salesmen and phone personnel need re-trained and a few reprimanded for their poor business acumen. Your Family Business is not that personable at all and in fact unacceptable in my mind and is shocking enough to me that I had to write this. I also honestly believe you should get out of the ordering business of ordering ANYTHING for future customers and sell only what you have in your stores and re-train your business personnel to be upfront with the truths of purchase orders as well as your phone personnel being much much more respectable to their customers!

Respectfully.