Nebraska Furniture Mart
About Nebraska Furniture Mart
Founded by Russian immigrant Rose Blumkin or "Mrs. B" as she was affectionately known, Nebraska Furniture Mart is a home furnishings super store with Locations in Omaha, NE, Kansas City, KS, The Colony, TX and Des Moines, IA. They carry everything for the home from Furniture and Flooring to Appliances and Electronics.
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Nebraska Furniture Mart Reviews
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NFM is too big to care and is an awful brand. Customer service representative Lasonya ** won't honor resolved verbal and written resolution mutually agreed upon. I'm taking legal recourse and seeking NFM to reimburse me on all legal advice I've obtained and my court fees. K-Mart and Montgomery Wards probably thought they were all too big to fail. Apparently NFM hasn't realized that happy and return customers are the key to a successful business.
I bought a sofa & loveseat in November 2020. In October 2021 I started hearing a strange sound when we sat on the sofa. I called NFM and they sent out a technician to look at it. All three support boards of the frame had pulled loose from the frame! A week later after 3 phone calls I got the word that they weren’t going to fix it! I called the warranty company and was told that it wasn’t covered by them either. The sofa has barely been sat on! My next move is to reach out to all the people I can find from their company including the CEO!!
Let me tell you my story of why I will never purchase another item from Nebraska Furniture Mart. We’ve been having issues with the refrigerator we bought from NFM for over a year and 8 months ago it stopped functioning. To make a long story short, it was still under warranty and we fought for months to get them to finally agree to replace it. All the while we did not have a working refrigerator. We were told by NFM that we would have a replacement delivered on October 25. On October 15, we received a text that it was not going to be delivered until December 20.
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.
UPDATE: See my original review from yesterday. They replied asking me to call so they could "see if all options have been explored or see if there is anything further that can be done." So I called them after being asked to and got told there is nothing more that they will do for me. They will NOT give me back any more of the money they stole from me. So this person from their customer service center that replied to my review is just giving the standard, placating response to make them look better. They won't do anything for me to make it right. Pretty pathetic!
They will steal your money. If you order flooring, you better know EXACTLY how much you need (good luck with that) because they just stole 45% of my money because I had 3 leftover boxes. Because their salesman estimated my measurements incorrectly. And their ridiculously short return policy is 30 days, and that information is hidden in the very small, light gray can barely read it, print on the back of their receipt page. Buried almost to the end. Like anybody reads that! If you have one of their receipts, see if you can find it?
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.
Spent thousands of dollars and was so happy to see my store credit was paid off with zero balance. The following month balance was $1,500 in forbearing interest! Set automatic payments to cover deferred interest. What happened is all payments went to current balance and they ripped me off on the back end of 64 month financing! I am surprised Attorney General did not come after them as a lot of good folks got took. Will never buy a single thing again from these swindlers that's for sure. Noticed the long term finance is long gone. Now they offer no more than credit card companies 24-48 months. The long term finance part of NFM was the only thing that made them a good option. Surprised they are still in business...
I was let go at work. I fell behind, but started making payments again catching up. I logged in today to make a payment and my account was no longer in the NFM system. They sent me to collections. They said they tried to contact me (which they didn't) and the took my payments for the last few months w/o any issues. They told me there was nothing they could do to fix it as it went to a 3rd party.
I recently purchased flooring from NFM, and when their contracted crew showed up to install my flooring and move my appliances they damaged them and then claimed they did not. When I filed a claim with NFM they sided with the crew and left me with damage. Beware when you work with them as they will not stand with their customers when the crews they contract with do damage to your home - Beware.
Hi Richard, I apologize your appliances were damaged, I understand that's frustrating. If you would like to dispute the results of the claim, feel free to contact our Flooring Customer Service team at 1(800)359-1200 EXT: 69979.
If you want to experience buying a low quality bed and horrible customer service, shop at NFM in Texas. Bought a bed at Nebraska Furniture Mart here in TX. It has been a complete nightmare. The bed broke within weeks. I called NFM numerous times to get a replacement, but they stopped selling the bed. I was then told to find a similar bed in the same price range. I was not able to due to so many beds being out of stock or requiring a box spring which I didn't need for the first bed. The sales people said this was a quality bed...lol.
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.
My wife and I have been customers at NFM for just over 20 years. In that time we have purchased many household items and have always had great service. That is until we purchased an LG refrigerator from them in December of 2016. In the very first month the seals around the doors started to freeze up. We called NFM and they said we needed to call LG for warranty repair. We did and they sent a technician to replace them...then a couple months later the same thing happened, again they fixed it..didn't have any more problems with that.
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.
I had a credit card through NFM and during Covid, I lost my job. Nebraska unemployment didn't pay me for quite a while so I wasn't able to make the payments. Nebraska Furniture Mart would not help me even though I was in severe hardship and still am. They sent me a regular bill in the mail that was due on 4/18 and at the same time sent the file to an attorney's office. I explained the bill I got and all the attorney kept saying was, "Are you wanting to set up payments" very rudely? NFM didn't even give me a chance to try and pay it and sent it anyway. No one would help me at all and it's not right!
This is the worst furniture place I have ever purchased from. We bought a sectional which was good for about 1 year but it has since become almost unbearable to sit on. The springs and cushions are so worn you sink into the couch like sinking sand. I have back issues and this couch has only caused more discomfort than I am already in. It is very disappointing that I can't sit on the couch and spend time with my family while watching any show or movie. We have had this couch less than 2 years and since the manufacturer warranty runs out after a year it Nebraska Furniture Mart says there is nothing they can do.
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.
The fact that Nebraska Furniture Mart only seems to respond to positive reviews on this site should help you realize what a horrible customer experience you will have if anything goes wrong with your order/installation. It’s been a solid month of battling with their claims department after our kitchen backsplash was completely butchered by the installer (after NFM ordered the wrong materials twice to begin with). Save yourself the headache and shop elsewhere!
If I could put negative stars I would. I am BEYOND LIVID with NFM. We ordered a sofa, loveseat and recliner to be delivered and set up today, meaning we paid the extra fee to have it set up in our home. Today they came to deliver the furniture and refused to even bring the boxed furniture into my home. These boxes weight about 400 pounds each. I told the delivery guys three times that we paid the fee and they needed to bring it in and set it up. They refused and wouldn't even wait for me to call Nebraska to verify.
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!!!
Ordered and paid for quartz countertop and sink at NFM 3 weeks ago at their published price on the floor. Promise time from measurement (2 days) and delivery (2-4 weeks) all missed. Their partner rude and non-responsive and lies left and right. Then submits a proposal for the same product almost at double the NFM invoiced price. I wasted full 3 weeks, 10 phone calls back and forth, many emails. NFM unable to resolve the issue and fulfil order. It's not anyone's inability or availability of the product. It's pure mischief, greed and bad selling tactics that wasted my 3 weeks and sky of pain. Who will pay for my time, anguish, and effort lost?
Nfm has a pattern of telling you that your product will be delivered in 30-45 days to get the sale. On every item we purchased, they kept moving the delivery date back and blamed the manufacturer. For example, we got a washer and dryer that took 4 months to get delivered and their store reps and website still said 30 days. NFM would rather take your money and push back delivery dates later than be honest up front by displaying actual average delivery times based on current orders w their deliver dates. It just happened again with patio furniture and sales reps still say 30 days even though our new est date was 70+days from order date.
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.
Avoid Nebraska Furniture Mart. Spent about $4,000 dollars on a bedroom set and it came damaged. Replaced side rails and footboard and then discovered warpage with dresser. A new dresser was delivered and 3 weeks later it is already warped and drawers won’t close. Nebraska furniture mart refuses to stand behind the product and offer to take back the poorly manufactured high end furniture and will only replace the dresser a third time with few months left in warranty stating they only sell the product and it’s up to manufacturer. Completely regret spending hard earned money at NFM and they have lost a customer for life over this. I sure hope the third dresser is well made and not another piece of trash. I remember being 6 and going to the Omaha store for quality furniture with great customer service. It’s sad to see how far down the tubes it has gone.
When I paid delivery charge, I wasn't told that my furniture would be dropped off at the sidewalk. They would not even bring it to the front of the building. I am Disabled and I'm unable to move it. The delivery driver was extremely rude and when I told him that I had no way to move the furniture off the sidewalk, he threw it back in the truck and left. I called NFM and was told that it would cost an additional $100 to have it brought to my door so I asked if that would include setup also, I was told, "No, that would be an additional $25." My sales person, Tierra ** saw that I was disabled so why didnt she tell me it would be dumped on the sidewalk. I live on a fixed income so the additional charges wiped me out financially for all of next month. This was a horrible experience for me and I will never purchase anything from NFM again.
Poor inventory management and dishonest customer service. I have multiple purchases with them and none of them got delivered without issue. First, I purchased a bed. The delivery was delayed for 2 weeks. Then, the bed got delivered but missing parts so it could not be assembled. They do not have any replacement in stock so I have to wait 2 months to get the parts. From now til then, I will have to sleep on the floor watching parts of the bed sitting everywhere in my bedroom.
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.
NFM took my money and never delivered my furniture. We ordered a couch middle of last year. We keep getting calls and emails changing the delivery date. Every month we receive another email pushing our delivery out further and further. Why is NFM still selling couches they can’t deliver? Covid is not causing this much of a delay. I see other furniture companies delivery trucks delivering furniture everyday. I spent thousands on this furniture. THEY HAVE HAD MY MONEY ALMOST A YEAR. What on earth is going on? Where is my couch I paid for, IN FULL LAST YEAR?!
I found their customer service very rude. I called in to inquire about the status of my order and showed concern about the delivery getting delayed. The lady who told me her name as Michelle was very rude in her response. Rather than talking to me nicely and addressing my concern, she very rudely said that people have been waiting to receive their orders since January and also said that she will be happy to cancel my order if I wish! They surely do not need our business. I don't think I will shop at NFM again.
I was purchasing a Surface Pro 7, Intel Core i7 laptop for the ad price but I contacted NFM online customer service for warranty question. Between the ad price, customer service, and manager; I got 3 different prices. The ad had the lower sales price of $689, customer service stated $1200 and the manager stated $1500. Each time the price went higher and higher. This is what I call Bait and Switch (Isn't that against the law?). I have a photo shot of the advertised price which they will not honor or give me a better price from their error or bait and switch to get me interest in the product. DON'T trust what you see at NFM online. BE CAREFUL!
When shopping their website I found some stools that I really liked. I went to the Mrs. B's and thought I purchased 4 SKU#5915897 stools. Online it says there are 2 stools per order for $149.97 and I purchased 2 sets of 2 for $299.94. When I went through the loading line, I received one box that contained 2 stools. I asked where my other box was and was told that these stools were $149.97 each. I finished loading and went back to customer service.
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.
We purchased items with extended warranty and no one would honor their warranty. One product almost burnt our home down, and this product was only 6 months old, another had to have the water value replaced 8 times and each time I had to buy the valve from the manufacture, and the La-Z-Boy chairs broke and mind you they never came to fix them, the knobs on the dresser’s broke and I had to buy the knobs from NFM because they would not warrant them even when I purchased the warranty.
Read the fine print. If it'S not in writing don'T believe a word they are saying, very rude customer service - condescending and uncaring towards us. I feel like they only value you as a customer when you are there making a purchase. We purchased 8/3/2019 December of 2020. A little over one year later the sofa was in very bad shape. It just me and my wife. We do not have kid jumping up and down on it. In case you are wondering I weigh 250 pounds. The motor stopped working to raise the legs and the metal frame supports broke in the first six months. We went to the store to buy a new one and was told be salesperson that the one we had was covered by a lifetime frame warranty.
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.
DO NOT purchase furniture here if you are planning on seeing it in the near future. They have almost no inventory in stock and it takes MONTHS to get your furniture. We purchased furniture in November and were told it would be in the first week in December. Now, they are telling us it will be FEBRUARY!!! There was furniture we liked better that would not be here until February and we made the selection we made based on availability. We wanted the furniture for the holidays. I will never shop at this store again!!!! BUYER BEWARE!!!
Went to Nebraska Furniture Mart to purchase an Apple computer. I have asthma and have a hard time breathing and removed my mask and was kicked out of the store for a medical condition in the middle of a purchase. The first security person came over and we explained and she left, so her boss came over and told me to put it on or leave regardless of a medical condition. So we left without a computer and we’ll talk to our lawyer and take our business elsewhere. No complaints about Apple but their furniture sucks.
Hello Paula! If you have a medical condition that makes it difficult to wear a mask, a face shield may be worn instead. The health and safety of our staff, our customers and our community continue to be our top priority and we stand in support of the decision to require masks as an important measure that will help us fight the spread of COVID-19. Thank you for your understanding.
Love the layout of this store and how many options they have for various areas of my home. However, I wasn't impressed with the lack of service and even when I spoke to one agent - they were unhelpful and short. That kind of ugly attitude will impact you in the long-run. SMH.
Thank you for taking the time to provide us your feedback, Lawrence. We are sorry about the experience you have encountered with our personal on the sales floor. Please reach out to us either by live chat at NFM.com, by email at email@example.com or by phone at 1-800-359-1200 ext. 22435 to see if all avenues have been explored or see if there is anything further that can be done. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.
I purchased $8000 worth of living room furniture in 2018 and bought the “gold star” warranty. In 2 years, my touch free couch’s motor went out and I called NFM. They referred me to the warranty company (3rd party company) who told me to file a claim on-line (refused to take it over the phone). I made the claim and stated the motor went out on one side of the couch. It took the warranty company 45 days to contact me, then another 30 days to show up. They were nice but stated “yep, the motor is out, we need to order one”. Why they didn’t bring one is beyond me (since I told them the motor was out) so now it’s been 5 weeks and no motor yet. Long story short, my motor went on Sept 3, 2020. Still, as of Dec 2, 2020. It doesn’t seem like neither NFM or guardsman care about the timely manner on fixing their products. I will no longer be buying anything from NFM or anything that Guardmans services.
While I like other millennials prefer live chat customer support over phone-based customer service (who doesn’t love hitting ###0000#### a bunch of times just to get through to a live agent, right?), John O. may have changed my mind. Let me rewind for a moment and say that I’ve had nothing but trouble with the furniture I’ve purchased from Nebraska Furniture Mart (NFM) over the past six years. Even though it wasn’t always NFM’s fault and the furniture was eventually replaced, it was always a serious hassle. Needless to say, I was ready to leave NFM and never look back. That was until John O. stepped in to help with my most recent problem: a leather rocking loveseat that made an annoying whooshing sound due to leather-on-leather contact; however, I was more concerned about the friction damaging the material than about the sound.
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!!!
Thank you for taking the time to leave this review, Joshua. I am sorry to hear of the issues you have experienced with us in the past with the product you have received, and thank you for your positive review for John O. I have forwarded your review to his manager for proper recognition and praise. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.
UPDATED 11/24/2020: I am extremely sorry I cannot rate 0 as a score. The bigger NFM gets the worst the customer service appreciation is! I bought a refrigerator, range and a dishwasher, and the contracted out delivery/installation crew were unprofessional, unethical, unexperienced and not licensed nor qualified to do the job. My refrigerator had a long scratch on the lefthand side! The inside drawers were scratched! My water shutoff valve was broken off, during installation! I was told when I touched the water shutoff valve, it just broke and fell off! I am a disabled American female veteran 64 years old that has completely updated her kitchen. I have an reverse osmosis water canisters in the kitchen (3) tanks for the last 5-years and they get serviced yearly.
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!
Nebraska Furniture Mart Company Information
- Company Name:
- Nebraska Furniture Mart
- Year Founded:
- 700 S. 72nd Street
- Postal Code:
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