Nebraska Furniture Mart Reviews

In response, NFM sent in a "third party inspector" and, when NFM was found to be fully liable, NFM refused to share the inspection report with us. There have been so many other problems: Not insulating a pipe on an exterior wall, installing the title with clumps of tile cement rather than smoothly, damaged cabinetry due to a misinstalled shutoff valve, and etc. Although NFM did hire a better contractor to finish the work, the customer service beyond the basics of getting the job done have been the most abysmal I have seen from any company. For additional information on our experience, see our review at **.

Move forward to the day of install. They rip my carpet up and reveal one seam that has a slight change in level. Their installer immediately says we have to pay 2500$ cash to level the entire area. I find this troubling for so many reasons. First, the installer so quickly jumped to a cash only fix. This is something that randomly came out and isn’t being added to my financing? I call the store. The sales floor manager and install manager confirm that the installers can simply add anything to their quotes. I’m sorry I got all these quotes from NFM for their contractors to determine anything they wanted? Who simply has 2500 cash to hand to someone? I feel like NFM needs better control of their contractors. It felt like I got my house destroyed and was basically held hostage to 2500$ or we leave now.

This is unbecoming of NFM as a company. These installers were incredibly unprofessional telling me that my floor was basically junk. I had the floor reviewed by other contractors and they said those edges were tilted. 1 hour of sanding later and the “horrible” floor is easily doable. NFM wrecked this entire experience and wrecked my Thanksgiving. I cannot have my Thanksgiving at my house now that it’s a complete disaster. Thank you for holding me hostage and destroying my house.

Now they want to delay it in an effort to get me to cancel it when it’s an item they stock. So they stock it but can’t get mine to me in 45 days? On the same order we purchased an ice maker. It will not arrive for four months. Odd because I can go to another appliance store, special order it and get it in 30 days. Yet NHF charges me for items I don’t have. Can’t use and they refuse to make good on deliveries? Wow-hope they go out of business so the small guys can stay in business.

NFM fired the contractor who initially bid my job (without telling me) but NFM had me order materials even though they knew they would not honor the labor quote I had been given. I ordered $15K of materials in reliance upon NFM's representations that the install price had been determined and I had those materials delivered. Of course the contractor was a "no show" at three scheduled deliveries to my high rise in downtown so I had to keep rescheduling and THAT is how I found out that they had fired my contractor.

So NFM delivered and charged me for $15K materials when they weren't willing to honor the labor quote I had been given (because NFM fired the contractor) and now I had $15K of materials in my highrise condo, all my furniture was moved to clear for the flooring install and NFM had nobody ready to do the job as agreed. At the risk of stating the obvious, I NEVER would have ordered $15K of materials without a labor quote or contract in place but that is the situation NFM put me in by swapping contractors without telling me anything. But of course, it gets worse because NFM is NFM.

Then I had to wait ~2 weeks for NFM to send a second contractor out and he quotes me a $1,000 higher for the install than the first guy. Now that isn’t a fortune but here I am with my house a mess and $15K of materials sitting on my floor so what choice did I have? Classic “bait-and-switch” technique by NFM and a violation of the Texas Deceptive Trade Practices Act but what choice did I have?

Then I notice that there is no trim or bullnose pieces in the delivered flooring materials, and I call the salesperson Mustafa about it. How do they plan to do the stairs without those pieces? The first contractor who bid the job (who NFM fired) screwed up neither NFM nor the second contractor caught it. I caught the mistake but of course once again the cost in time and money falls on me.

I have to wait a month living in squalor for those pieces missing pieces to arrive. Almost 2 months after delivery and I was incurring finance charges (deferred but still) for materials that never should have been delivered and a project that couldn’t be started. I've been living out of boxes and suitcases now since March (it is now August) with all my furniture and clothing from a 1,000 sq ft master suite stacked elsewhere in my home give them room to work and protect from sawdust. Disaster.

I (finally) got materials delivered in early April (after WEEKS of missed deliveries) for a simple flooring job on 600 sq feet, the renovation one bathroom and one powder room. They finished the flooring part yesterday (August 2) and they are starting demo on the powder room today (August 3). How does anyone work with these people? 25+ years as a shareholder of BRK and I’ll buy appliances and stuff at NFM but I’ll NEVER do a renovation with them again.

They were suppose to deliver everything February 24th and we get a call from delivery that the footboard for the bed is scratched. They said they can either bring it and reorder the footboard or leave the bed out of the delivery. I called them back 30 minutes later and asked him to bring everything, but was told that everything but the bed was loaded on the morning truck. I spoke with the delivery supervisor and she said she will try to get it on a special delivery for the afternoon. She called an hour later stating that other parts of the bed are missing and the next delivery date will be end of March.

I called back and spoke with the supervisor and without apologizing and with a rude very unprofessional attitude he simply said we can return back everything for refund. We waiting 3 months and that was his remedy. I can't believe Nebraska Furniture Mart treats their customers this way. If they keep this level of professionalism and customer service they will surely go out of business! There are plenty of other options in the area with GREAT customer service.

I told her that we ordered what was listed as leather and would have never ordered vinyl furniture. We paid a lot of money for what we thought was leather. I asked why it was listed as leather if it wasn’t leather and she told me it’s the manufacturer calls leather. False advertising. We spent a lot of money on furniture that we thought was real leather. Of course I was told there is nothing they can do about it. Very frustrated and disappointed. Dishonest Company. Would never recommend buying anything from them.

ORIGINAL REVIEW: I purchased a Whirlpool refrigerator in April and also order the icemaker told me that the ice maker was not in stock but would be in June and so I scheduled for them both to be delivered at the same time. June came and they called and said no icemaker but they could delivered the refrigerator which they delivered but failed to inform me that I need a special shut off. They took my old refrigerator and left the new one, stating that as soon as I had the shut off value moved they would come back and deliver and install my ice maker, well it is now Aug and they came to install my icemaker and could not install it because Whirlpool packed the wrong part. I have now cancelled my icemaker and so done with NFM.

I've been waiting nearly eight months for an order for draperies that I was made to prepay for. I was informed at purchase it would be 60-90 days maximum before completion and installation. It's been more than double that time frame. I'm totally understanding of trade delays and the aftermath of a global pandemic but this extends way beyond simple delays or product discontinuance. It is irresponsible and poor business practice on the part of NFM.

NFM and its sales people and customer service director will not produce the product fabric ordered after numerous delays. Additionally, they will not provide any estimated time of completion. You would think that since they can't produce the product after eight long months, they would say, "We are sorry" and offer a refund. They've already wasted eight months of my time. Over the eight months I've made numerous calls, sent dozens of emails, filed complaints, made requests for updates etc. No help! Instead, I am met with rude, arrogant and condescending management who can't provide any details or solutions. The sub par, and borderline unprofessional service I've received from the sales people and their director Elizabeth ** is dreadful.

Meanwhile I'm out over $5,000 cash. I've had no window coverings for almost a year plus I'm stuck making NFM credit card payments on the balance and nothing to show for it and zero confidence it will be done to satisfaction or in reasonable time. NFM refuses to refund me or offer any reasonable solutions. Who would want to continue to work with a company like this?

Why am I writing this review? To help the next consumer. I should have read the reviews for NFM prior to trusting them with my time and money. They have excuses for everything but can't manage to offer solutions and are operating on the edge of dishonest practice. Remember there is a reason for a poor rating on every platform. NFM has earned dismal rating of "F".

Prior to speaking with Mallory we talked to Evan and he was awesome, too. He was kind enough to fill in Mallory BC he would be off the following few days. It obviously takes a village and they get the job done as a team at NFM. I am so grateful for Mallory and the time she spent making sure we are happy customers. She also made sure our order went thru properly. She also left me a message and waited thru her lunch break In case I called her back!!! What an exceptional employee! She is such a huge asset to Nebraska Furniture Mart! I love the sectional we purchased from there and all of the many pieces of furniture we have bought in the past but Mallory is my favorite thought regarding NFM! She is a gem! She is the best of the best!

I truly do understand the issues with supply chain in the furniture industry, but that excuse no longer holds water 6 months in. The details I have been provided but their CS team does not add up to that still being the issue. They are overselling what they can realistically deliver on, it's that simple. No one is holding them accountable for taking people's money and grossly underestimating when those items will be delivered. There comes a point when it is clear they are taking advantage of people because of the current marketplace. I have filed complaints with the BBB and at the very least want to warn all other buyers. Shop somewhere else, it's not worth it. If our order gets pushed out one more time, I will be cancelling the whole thing and starting the process over.

Shortly after all this my dryer quit working and I had to have it repaired. So within 4 months, out of 9 new appliances, 4 of those appliances all needed repair. Absolutely ludicrous to have so many failures. So now, one year later, my ice machine, once again quits working. I called to find out what warranties I had and who to call. They claim to have no records of such an offer. They can see where I called with all of the issues on the appliances but no extended warranties exist. When I spoke with management in the contractor sales department, I was told there was nothing that could be done at this point. Really???? High prices paid on what should have been quality products to be inconvenienced multiple times for repairs to find out promises were false and nonexistent and nothing can be done to rectify multiple issues. EXTREMELY DISSASTIFIED WITH PRODUCTS AND CUSTOMER SERVICE.

They came back a second time and DIDN'T HAVE THE SLATS AND PEGS!!!! So then a third time they come to my house (during Covid by the way) and they have H A L F of the pegs for the slats....So now I have a bed and I have to tiptoe onto it in order not to break it because Nebraska Furniture Mart wanted to screw up about a million times for one bedset. It is now November and I still do not have my PEGS for my bed that I ordered in April and I can't tell you how much I wish I didn't have to pay them a single penny again.

I put faith in them after this and decided what the heck I'll order a nightstand. They said they had a shipment coming in and I needed one so I purchased it so that they can just deliver it when it comes in in January. They didn't bother to call me about it but I called to check on my stupid bed pegs and they said they no longer have these nightstands coming in in January, even though I had purchased mine. So again I'm left screwed by NFM. I've been promised call backs from people about my issues and never get them. I always have to follow up myself and I just want nothing to do with this company anymore. This is the worst company I've ever used in my life. Don't go here.

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.