Nebraska Furniture Mart

When I spoke to customer service to find out what was going on, the individual I spoke to was incredibly rude and dismissive. He told me that I was wrong about the delivery date of December 20th, and it was actually going to be delivered on November 22nd, which was yesterday. He also told me that we would not be charged for the new warranty that we had purchased for the new refrigerator until it had been delivered, nor would be charged for any of the new parts for the fridge, like the water line. Last week we received a call that our delivery would be on November 22nd. On Sunday, we received the call scheduling it for the afternoon of the 22nd, we bought groceries, prepared the space for the new fridge, and were excited to finally have a fully functioning kitchen again, just in time to celebrate Thanksgiving. When the installation guys showed up, did they have a refrigerator? NO. They had a water line. That’s it.

It turns out they had only scheduled the delivery of the water line for November 22nd and the refrigerator was still scheduled for December 20th. Not one person, not the rude customer service guy, not the scheduling people, not the delivery guys caught that mistake. And now we have a bunch of groceries with no refrigerator to put them in. And, on top of that, we were charged for the warranty on the refrigerator that still hasn’t been delivered. The sheer incompetence and audacity of this place. But hey, I now have a useless water line sitting in my house. Happy holidays to me, I guess.

I’ve had problems for several months since since receiving the flooring in getting a contractor to install it. After several blew me off I finally got it laid last week. Yeah, I know, NOT NFM’s problem. But the first thing that is very legible, on the front of their receipt in bold a statement about how COVID disruptions have affected their ability to deliver on time, etc., etc. Yet they make no concessions to their customers except to offer to steal 45% of your money.

The last time I bought flooring, it was from Lowe’s and I remember returning extra later. I couldn’t tell you how much later because Lowe’s didn’t care. I do know it was longer than 30 days and that Lowe’s return policy is 90. And they don’t even stick by that. I’ve returned things there after 6 months. Lowe’s is at least interested in keeping customers happy. NFM is NOT. I asked the “lead” in flooring, his name was Camden...(they wouldn’t even get me actual manager, but a “lead”). I asked him if they seriously wouldn’t eat $70 to make a lifelong customer happy and if the unreasonably high restocking fee of 45% could be lowered to something more reasonable, even 25%. But no, he wouldn’t budge and threatened me that I was about to not even get the return at all.

So what choice did I have but let them steal 45% of my money? It was that or 100% of it and I would be stuck with 3 extra boxes of flooring that would never be needed. My advice: Buy your flooring at LOWE’s or Home Depot has nice stuff. Those places know how to treat customers. NFM doesn’t, they just want your money.

I have called and been given the runaround. I finally talked to Alex extension ** rep# ** or **. She said she was the customer service manager, she told me to pick some stuff numbers of in-stock beds and they would work on pricing. I did what she said and left a voicemail and never heard from her again after leaving multiple voicemail. I then asked to speak to her manager Trey, who did absolutely nothing but set up a date to pick up the bed. I told him that I don't want it picked up unless a bed is delivered the same day to replace it.

I again gave him the SKU numbers and everything was out of stock. I asked him to reach out to the manager of the area, because I bought a couch that was "out of stock" and the manager suddenly made it available for me to buy. Trey didn't want to do that. He acted very lazy. You have to tie a string around his finger and lift it for him to do anything. I then asked for his manager, he said hold on, and hung up on me. Trey knew my phone number as he pulled it up to see what was going on. I have nailed two pieces of lumber to the middle of the bed to keep it propped up in the middle. DON'T EVER BUY ANYTHING FROM NFM.

A few months later....still within the first year of purchase...the refrigerator stopped cooling...we called LG again...there was technology that allowed them to do a diagnostic test by holding the phone next to it...the results were inconclusive so they were going to schedule a tech to look at it but because we lived in Nebraska City...a rural area..they couldn't find an authorized repair service...so in 3-5 business days they locate someone for repair...I was contacted by A & E Service from Omaha 4 days later to schedule an appointment..another 2 or 3 days later...by the time the technician arrived the fridge had started working again, so he couldn't find anything wrong. This happened again a few months later with the same results.

When it happened again within 2 years of purchase I contacted LG to see if I could get a technician to work on it...after finding one that would agree to do warranty work for LG they then had to be approved by LG. Once all the boxes were checked the tech determined it was the linear compressor that needed replaced. LG sent it to him and he installed it..that was in October 2018. Then over the next year or so it stopped working and restarted before the tech arrived 2 more times.

Then Jan. 28, 2020 it stopped again..it was looked at on February 4, 2020...again it was working and the tech said if it does it again just unplug the fridgefor at least 30 min to see if it restarts..the final straw was when it stopped again on Friday, February 15, 2020...I unplugged it...waited and plugged it back in, nothing so I called on Monday the 18th. I also called A & E Service directly as by now I know that's who they send for repairs...I was told they wouldn't do anything until they received an order for repair from LG...I asked to speak to a supervisor and was told it wouldn't do any good because he would tell the same thing and he hung up.

To shorten the story a bit I'll just say that from May 18 to July 8, 2020 I made multiple calls to both NFM and LG customer service departments trying to get my refrigerator repaired. On 7/8/2020 I called NFM again and spoke to Cosima and explained the entire circumstances up to that point. She said she would make some calls...about an hour later I received a call from a Joe at LG he said he was looking into it...20 minutes later he calls back and tells me they are refunding the full purchase amount and that NFM would be calling to confirm receipt of the credit. Which they did in the amount of $ 3,038.79.

Now we just need to find a new fridge. After an extensive search and my wife reading product reviews and customer reviews we are ready to purchase so on September 9, 2020 we go to NFM and purchase a $4,000 GE Cafe, with our credit it will only be about $1000. We get to the register and find out that we can't use the credit right then and because it's a special order we need to pay $900 upfront...we do and delivery is set for October 10, 2020...

Now let's go back a bit to the refrigerator that stopped working....we still have it at this point...fortunately we have a fridge in the basement and an adult beverage fridge in the garage which we were able utilize and manage without our main fridge in the kitchen. Then just prior to our original delivery date for the new fridge of October 10, I make arrangements to have the old one removed...then we are contacted by NFM stating that due to Covid our delivery will be delayed and will be notified with a new delivery date.

On October 10th...we were out of town.. and I received a call from NFM saying that drivers were in our driveway for the fridge...I asked if they had our new fridge because I had been told it was delayed...he said no..they were there to get the old one...I said that I had already gotten rid of it to make room for the new one as there had not been anything said about NFM or LG picking up the old one...he just said ok he'd tell the drivers. Our new fridge arrived January 9th, 2021..one of the plastic shelves had a piece broke and wouldn't stay in place...but I fixed it...3 days later my wife got on our NFM account to check about the credit being applied. It hadn't been...she called NFM to find out why and was told that LG pulled the credit because we didn't return the fridge. I called LG and they said it was a NFM issue. I made many phone calls to both LG and NFM over the next several months trying to get this resolved.

Finally I called and left a message for Scott **, the store Director in the Omaha store...I also called and left a message for Elizabeth ** the Director of Customer Services trying to get some resolution on this issue. They, or at least I was told he was calling on their behalf, had Andy, a manager in the Call Center, call me. He said that the warranty time frame for the LG refrigerator had expired and the credit was no longer valid. As a courtesy because we have been customers of NFM for over 20 years he was authorized to offer us $300 to cover the cost of the extended warranty protection we purchased for the new GE and $500 towards the old fridge...a total of $800 after over a year of dealing with both LG and NFM customer service departments ...I declined their offer. We are now thinking of getting a new stove, But it WON'T be at NFM.

Funny part is we even bought the Guardsman warranty and they denied our claim to have our couch fixed due to normal wear and tear! This is just ridiculous, when I told customer service they said I could either call the warranty company back and ask to have the claim reevaluated or they could refund 200 dollars of my warranty and not have warranty on my couch at all even though I have 3 more years left that I could use if the couch broke or was torn or stained etc. I now still owe 350 dollars on this piece of garbage couch that I hate.

When I told the customer service rep and manager that the warranty company denied my claim and asked if NFM would at least waive the remaining of what I owe and let me keep the warranty, he said, "We do not use that warranty company anymore. We use a different third party warranty customer and there is nothing Nebraska Furniture Mart can do for you." So end story Nebraska Furniture Mart is not willing to take care of their customers that bought the terrible warranty package they offered at the time of service. I used to recommend NFM to everyone, including large realtor and staging companies that purchased mass orders for their companies and showings but I will warn them of this terrible business and customer care. I will certainly caution them to take their business elsewhere.

I have been on the phone with Nebraska for over three hours, and have talked with six people. None of them could solve the problem. I was forwarded to four managers and none of them answered! I have been fighting with them all day to try and come up with a solution and they still have not fixed the problem. I have three huge boxes in my garage preventing me from parking in my garage and no furniture in my living room now. I will NEVER, I repeat NEVER shop at Nebraska Furniture Mart again. I have furnished four homes with Nebraska and NEVER EVER again! Their delivery team is terrible, their customer service is terrible and they do not value their customers. DO NOT WASTE YOUR MONEY HERE!!!

Beware of this bait and switch scam. Better to spend more money elsewhere with an transparent business. They tried to blame Covid for delays. Truth is it's their intentional poor algorithms in their systems not giving averages based on most recent sales/delivery dates and utilizing sales staff to push a false narrative, get your money then give you bad news later. They know they would lose sales to competitors if they were honest in the beginning. Nfm has done this since they have been open and it's the way they do business. Buyer Beware and avoid the stress by shopping elsewhere.

Then, I purchased a NEW sofa. Guess what, they delivered a USED one. I called in to report this, the customer service rep lied to me stating that it was a new one that was brought back due to missing parts. She didn't know that I already got the price tag of the sofa stating that it was a USED one with their special markdown price to sell it as clearance item. The price was lower than half of what I paid for. I brought this up to the rep and she offered me some credit to keep the sofa. I let her know that I would agree to keep it if they match it with the clearance price they tagged to the sofa.

The rep said they could not do that. That's fine. I had no problem with that. So I wanted them to bring me the NEW one and take this USED one away. And guess what now, as I called in to request the exchange, the rep now said they didn't have it in stock and they had to order it. The ETA now was end of May and was just an ESTIMATED one. So it's more than likely that I have no choice other than waiting til the end of May (or may be even longer) to have the sofa. It was my first time buying furnitures from this retailer and it may also be my last time. Such a terrible experience.

I showed the representative my receipt and the webpage. He agreed that the webpage says quantity of 2 for $149.97. He called his manager and was told that it is mistake on the website because his computer says the price is one for $149.97. The representative apologized for their mistake but told me he was not authorized to give me a discount or two more stools. I was so mad that instead of going Karen on him (not his fault) I just left. That is the last time I purchase something from NFM. P.S. when you look for the SKU in their search platform, they have removed the entire page.

So my wife called in and started the process. She was greeted by a rude condescending manager who stated if they warranty their couches for a lifetime they would be out of business. I called the store back and after going through several people finally spoke to another manager and he was nice but informed me that in fact the warranty is with the manufacturer who is in China and would sent a part only. It was our responsibility to find someone to install it into the frame. Well the problem with that is the frame is pressed metal. You can't just install a part and even if they sent me a entire new frame. I would have to have it upholstered.

was going to buy more items from Nebraska but have decided to spend my money elsewhere the moral of this story is warranties are only as good as the company that stands behind them and Nebraska is sitting this one out. VERY DISAPPOINTED. The manufacturer is https://en.kukahome.com/ so avoid them if possible. As of January they still have a sign on these sofa which state lifetime warranty. Please take a look at the photos and see the non serviceable aspect of the construction and the poor materials used in the manufacturing. Purchase price was $1608.97. The only reason I am pissed and writing this is because they told me when I was there buying a new one that the one I had was warrantied!!! Keep in mind that a 1600 dollar sofa is getting them a 1 star review on Google and Facebook.

Before calling NFM this time, I made some adjustments to the loveseat and even removed most of the stuffing from the center cushion, but to no avail. NFM ended up sending two technicians (at different times) who both said the same thing, “Just rub some talcum powder on it. There’s not much more we can do for you. It’s just a defective design.” Mind you, I spent close to $1,000 (including the furniture protection plan) on this loveseat and the best you’ve got is “Rub some talcum powder on it?” Really?? So I called John O. with NFM customer service. He was fantastic from the start and was in constant communication over the next several weeks as we tried to figure out a solution (and finally did). He was always courteous, patient, and empathetic, and is the SINGLE reason that I’m still a NFM customer. In other words, the guy is excellent customer service personified. THANK YOU, JOHN!!!

I have 2 humongous tanks in the basement that salt must be installed in. Every sink I had a water shutoff valve installed on each! An extremely well known first class plumbing company sent a over 20-year licensed plumber to my home! I was told a lot of pressure had to be exerted to the water shut off valve to disconnect it. And the NFM installation crew broke it! That is why they asked you for a blanket first, and you gave them a roll of paper towels with 1,000 sheets on it! They should have just leveled with you and told you the truth. I checked both of the other shutoff valve’s and no way were any of them loose enough to just fall off from a touch. I was only told that because I am a woman.

Upon a thorough inspection I seen water had made my genie pull out shelves buckle from all the water. The next day mike NFM’s delivery manager dispatched the exact same crew to my home. I refused to let them back on my property! Then somebody named David came out to take pictures. The installation crew had already taken pictures and set all my stuff back in the cabinets, as to hide the damage! I sincerely feel that only a licensed plumber should have been sent out here. Also I was told by 2-plumbers that mixing materials a CPVC line to a copper line, can result in leaks. They said I would have went all CPVC or ALL COPPER, NOT BOTH MATERIALS!

My range and dishwasher were installed on Wednesday 11-11 and I was charged $85.00 plus tax for a dedicated plug for my range but I already had one. My money was just refunded by Ethan the director of NFM on Saturday 11-21-2020, after asking for a refund at least 12-times! Supposedly this was an oversight! Please only let licensed experienced journeyman technicians, do plumbing and electrical work in your house.

ORIGINAL REVIEW: I am a 64 years old disabled American female veteran. I trusted the director Ethan with all of my heartfelt integrity! I purchased a refrigerator and spent $3000.00. Then I bought a range and dishwasher. My delivery crew for the refrigerator were great. After the fridge was set up because I was told to stay out of the kitchen, so I wouldn’t get hurt! I ran in there when they went outside to clean behind there beforehand! When they left I went to inspect the fridge! I saw a long scratch on the left side, some drawers were scratched and it took me a whole day to clean! This was the dirtiest refrigerator I had ever seen. I thought using it would give me Covid-19. A Joseph promised me $150. And a warranty booklet! Ashley made the sale and dumped me like a hot tomato! Then I was stupid enough to buy a range and dishwasher.

These delivery and installation crews were rude, hurtful, disrespectful, arrogant, and very unprofessional! I could hear them disrespecting me and I could hear them criticizing me. I had just buried my brother on October 6, and these people were unfriendly, unkind, and unwittingly demeaning on camera. The installation crew broke my shutoff valve under my sink while installing my dishwasher! My sliding genie drawers were wet and they buckled from all the water! Then NFM sent the exact same crew back out here! That broke off my shutoff valve and lied about it. He said that he touched the shutoff valve and it fell off. Then he installed CPVC piping and mixed it with copper when he should have absolutely, installed all CPVC or all copper because where the break is to install another form of material can cause a leak in the line. I told this crew, I was not letting these people back in my home.

Then Mike the delivery manager asked me who was I supposed to send out there! I have no range or dishwasher manuals when I was promised 4 times they would be printed off and mailed. I gave the installation crew a whole (1000 sheet roll of paper towels) for all the water. But supposedly they broke nothing! They had to go downstairs and disconnect the water from the main shutoff valve because they broke the one under the sink! Don’t let NFM send any delivery crews out, to do plumbers work! I waited days before I heard from Ethan, only after I said I need a claim filed did he call. Then I called last week when I got my bill because my $85.00 plus tax was not on my bill, when I didn't need a dedicated range plug installed to plug up my range. Ethan finally credited me on Saturday 11-21 when my delivery was on Wednesday 11-11-2020.

NFM has their installation team doing plumbing work and electrical work, please ask to see licensing credentials and liability proof of insurance before letting any work be done! Who touches a water shutoff valve to get it off. You have to use a wrench, pliers or a plumbing tools to remove that. I have 4-shutoff valves in this house under every sink and all of them are in stellar condition but what NFM’s crew touched! Don’t let these probably lowest bid crews got hired and will do much more harm than good! Buyer bypass NFM! Now I must make sure my $150.00 was credited, don’t trust NFM from the top to the bottom!