Nebraska Furniture Mart Reviews

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.

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!

Nonetheless, I inspected the table and chairs from a distance and it appeared all was intact- that is- until I went to brush some remaining styrofoam beads from the table top. The table moved a bit more than a table should so I began a closer inspection of the the legs and the level of each in comparison to the floor. Upon reaching the back end of the table I identified the issue- the top portion of a leg where it is attached to the table by bolts/nuts was split in half. The leg was essentially standing in position only due to the weight of the table. Any sudden jar and that leg would fall out entirely leaving the table to fall to the floor. So- pretty much unusable. First fail- leaving a defective/damaged product for the customer without giving notice to it and advising the customer of what action to take in order to remedy the situation. Next step contact NFM customer service- explain the issue- determine what remedies are available.

After remaining on hold for nearly 45 mins an NFM representative took my call. I explained what occurred- the fact the table was unusable- and asked what could be done. I was informed that I could order a new leg (lead time 6 weeks), order a new table (lead time 4 weeks- and the damaged product would remain in my kitchen for the same time period), accept the damage and get a credit to my account (damage was ir-repairable and product unusable so not an option), or return the set and receive a refund. After considering these options I raised the point that perhaps there might be some compensation for enduring the matter at all given the damage was caused by their own employee- the response to this was a flat offer of $50 in-store credit- that was it. No offer to switch out with a loaner table- no offer to come and retrieve the damaged goods immediately.

What really took me aback was the lack of sympathy or understanding the "customer service" representative had for the entire situation. So, in the end, the choice I took was to have them come and retrieve the table and chairs which is slated for one week from today. From the lengthy lead time, poor and unethical delivery service, to insensitive customer service I have no desire to give NFM any future business from this point forth. We ended up purchasing another dining set from a store of higher grade in the area that will be delivered thankfully the day this one is removed.

Companies can get too big and lose sight on what got them to that point to begin with. While I am dealing with their Texas outlet I was familiar with the NFM brand in Omaha back in the 80's and recalled a much different attitude towards customer service. Bear in mind- back in those days- the owner was on-site and went over the top to ensure customers new they were appreciated.

Zoom forward to 2020 in Texas- this is a 180 degree flip. While I don't want to imply that NFM is this way in Nebraska, Iowa, or Missouri- I can say without a doubt that the Texas outlet operates as though they are the only furniture store around and can afford to lose credibility apparently. So, like others who have posted reviews for NFM- I must reiterate- with respect to their Texas connection- stay away- go to one of the competitors- heck go to Wayfair they seem to have their act together without having to have a huge show room. Furniture is not inexpensive and the wait for delivery is not pleasant so- go somewhere where you are appreciated.

Called the store and the salesperson transfer me to the kids' bedding department. I explained what was missing. And he informed me that that piece is sold separately, I explained how we told him we wanted everything ordered. And specifically asked about the drawers and he said those were included. He said, "Well John B your sales guy will have to call you back tomorrow".

So he calls us back today and speaks with my husband Kevin, and tells him "Oh I didn't say that because that part is sold separately. And I read back the order to you and you didn't say anything at that time." Which was incorrect because we asked him several times does that include everything sitting here and he said yes every time.

He kept arguing with him so Kevin asked to speak with his manager, who was absolutely know help either, and ended up transferring him to his manager. Whom also told us the same thing, but then followed up with. "Well, you weren't charged for it so you can still order it". Which boggled my mind, because why should I have to shell another $300+ out for the 2 under bed drawers when I was told that they were included and that I had ordered everything that was part of the bedroom set that we picked out. This isn't my fault that they screwed up my order it's the store and salesperson's fault. This was purchased during their veterans sale. It's always nice to see who says they will support their veterans. But in all reality, they're just out to make a buck and don't care.

We were really upset about the leather peeling for the recliner. We specifically told the salesman we wanted real leather. He first showed us a glider that was $300 and we knew that wasn’t real, so we reiterated that we only wanted to see leather gliders. The salesman showed us a glider that he said was real leather, it was priced at $800. We bought and now that it is peeling, we contacted Nebraska and requested that they replace it with what we purchased, a real leather glider. They declined and offered two choices; receive ½ of the money back or allow them to fix it; but if we fix it, we will never be able to use the warranty again on it. If it peeled after a year, it is going to peel again. So we are screwed either way.

We called for service on our Elliptical twice and Assurant was unable to find a technician both times. They ended up refunding the cost of our Elliptical, which I am not sure why, but they still charged us for the $349.99 for the 5 year service agreement. When I called and asked why we still have to pay for this, since they can’t service the equipment item, they said the contract has been fulfilled and they will not refund the charge for the service agreement. Terrible customer service and terrible quality. I was wary about shopping here, I should’ve listen to myself.

Unfortunately, NFM's "intervention" was not only ineffective, but has further confirmed the fact that they are scamming customers out of their money with unprofessional vendors who have no interest in serving customers. I paid $275 for that warranty. My part STILL has not arrived and my couch STILL is not fixed. I contacted NFMs office yesterday and was essentially told "your part is on the way". We are a full month past when I called NFM to make them aware of this ridiculous problem and complaint and 6+ months from when my couch broke and I filed a complaint with Guardsman.

When I asked whether I could be reimbursed for the cost of my warranty, even a prorated amount, I was told I would have to go through Guardsman to do that. Because apparently you NFM just sell the useless warranties, they aren't responsible for them. Absolutely awful experience and customer service. I expect SO much better from Nebraska Furniture Mart. I want my MONEY BACK. DO NOT BUY ANY WARRANTIES FROM NEBRASKA FURNITURE MART!

Original Review: We paid hundreds of dollars for a warranty on our electric reclining sectional a year and a half ago because we have kids and The mechanisms were sure to have some sort of issue at some point. Sure enough, a year in one of the mechanisms in one of the recliners gave out. This was back in MARCH. We filed a claim with Guardsman, they eventually sent out a repair guy after waiting several weeks. He came out, diagnosed the problem in 2 minutes, then said he would contact Guardsman and have them order the part he needed. Once it came in I was supposed to contact them, then they would send him back out. That was 5 MONTHS ago!

I have literally had a broken couch in my house for half a year! I paid Guardsman, and Nebraska Furniture Mart, an extra $200 for seemingly nothing at this point. I've called Guardsman twice, sat on hold for 40 MINUTES both times, just to be told that it's still being shipped but it's coming from overseas. Unless it's being shipped via rowboat, nothing takes 5 months to get here. At this point, it's just a total scam. I bought a 3-year warranty and apparently they plan to take the full 3 years to fix one problem. Total rip off. Nebraska Furniture Mart and Guardsman are running a scam to cheat people out of extra money on warranties that they have no intention of honoring in a timely fashion, if at all.

It has been over 5 months and we still have a broken recliner. We spoke to customer service reps, customer service managers and basically, they say it's because of COVID. They don't answer their phones (freaking hire more people or let them work from home!). I will never buy a piece of furniture from them again. It is aggravating to get it fixed and the customer service from NFM is AWFUL!

When 3 pm rolled around and no one showed up, we called. The customer service rep explained they were late. No problem. About an hour later we received a call saying no one would be assembling the furniture and that they would have to schedule a day to pick the furniture up, assemble it at the warehouse and schedule another delivery date. After several screw-ups, we declined. I don’t trust them to get it delivered in a reasonable time. My mom was going to purchase a bedroom set from them but has since decided to go elsewhere. They are more trouble than they are worth and overrated.

We are out over $2,000 and have no mattress and no idea how long we will wait for availability. If an item is unavailable, the consumer should not be charged until the item is available for shipping, delivery or pick up. I understand there are delays in manufacturing because of the current global situation. However, NFM should have been up front with us about the availability issue AND not charged us in full for something that could be months away from being available to the consumer.

I called customer service today (second week of Sept) to ask for an update since the website was not giving me any information. I was surprised to learn that the item was in the warehouse but there was no information about a delivery date, even though I should have been contacted about this when it was available to be delivered, which it is. I have already paid a premium ($110) fee for in-home delivery so I find it unacceptable that no one reached out to me to arrange a delivery. It would seem that I could have received my desk sooner. Now I have to take leave from work to be present for the delivery; if it had been delivered sooner I would have been home and available.

I've ordered furniture with NFM before and Furniture Row with no issues. I wish the other deliverer/assembler would have put it together. He at least was talkative and put my roommate's furniture where her parents specified (roommate is moving from another state). I had to go back to work before assembly was finished, so left disappointed that I'd be moving my furniture on my own and underwhelmed with NFM's deliverer/assembler's customer service skills. Apparently the delivery charge is for delivery and "shoddy" assembly only. Guess I should be happy that my new bedroom furniture made it the bedroom at least! Buyers beware if you don't want to finish assembling or arranging furniture on your own.

On the day of delivery they called stating there is a defective piece and have to reschedule the delivery to 8/6. When called the customer service again on 8/6, they now mentioned due to Covid situation they can only deliver it by 9/20. That is 4 months after we bought it and I have no confidence left with these guys that they really deliver. Moreover the unprofessionalism of their customer care staff is disgusting. They deducted the money on the day of purchase but finding excuses for delivery. This is the second time I have this experience for not delivering on time and this will be the last time I am buying anything from Nebraska Furniture Mart. I hope this review will ensure other shoppers know how things shape out with NFM and will be cautious and not purchase anything from them.

Original Review: July 29, 2020

At 6:25am 7/29/20 on FM 423 and Highway 121 the delivery box truck from Nebraska Furniture Mart was in the left turn lane to go eastbound and veered to the right halfway into my lane. The truck sideswiped my left hand mirror on my truck and pushed it in and after I honked he quickly corrected and went back into his lane. He drove off without stopping, I have tried to contact them about this three times this morning and have just been placed on hold for several minutes without an answer. I have this on dash camera video and have taken photographs. This company is very unprofessional in the way I am being ignored.

Nebraska furniture mart took our money. Salesman got his commission and we got screwed and using COVID as an excuse is pretty poor. I would never shop here. They could care less about you they just want your money and then they forget you. I will be also talking with the BBB on this as this is just inexcusable. My 93 yr old mother has been losing sleep because she is worried it won't show up in time and as of today I have to explain it's not showing up at all and we might get it on July 1st 4 days after her birthday! I cannot tell you the anger I have for this company and how they do business. I can only say DO NOT BUY ANYTHING FROM NEBRASKA FURNITURE MART! They are worthless and absolutely no integrity!!!

I ordered my things almost a month ago and have only received three things out of the ten. And keep in mind the stuff I received from them so far was LITERALLY ** quality and was way overpriced. If I wanted towels that looked like they came from a Super 8 I would have bought some from Dollar General. But instead, the website made these towels look so nice and classy, but in reality they were thin and they don't even dry my body. I paid 90 bucks for 4 bath, 4 hand, and 4 washcloths and I could have gotten better quality towels at Walmart for 30 bucks.. Not to mention the fact that the rest of my orders were supposedly going to be delivered by the first week in June, and now I am getting email after email stating I won't get them until the end of July.... Like what the absolute **!??? Don't waste your time shopping here. This place is a ** joke.

Original review: We purchased a LG refrigerator at NFM in Dallas along with a 5 year extended warranty through them from Assurant. The compressor on our refrigerator failed two weeks ago, and we have been unable to get service. NFM, told us they can't help. We need to talk with Assurant or LG. Assurant says it's a known issue with LG and they will not cover the problem and can do nothing more. LG can't in two weeks get a service technician scheduled let alone actually come to the house. We have escalated to LG executive services but nothing yet.

I would strongly advise anyone contemplating a major appliance purchase from NFM. Look at other options, not buy the extended warranty and avoid LG unless you or family member is a register LG repair person. We spent over $3000 on the refrigerator and another $250 on the warranty.... What a joke. It is now 3 weeks and even though Jada from LG Executive Service in Alabama promised a return call there has been nothing. We had contact from Assurant but as usual they say they can't do anything, even though we paid for their extended warranty. Oh and Nebraska Furniture Mart has long since got their $3000 and continue to say "call the manufacturer". Thank you very much.

Complained and insisted they were hiring scam artists, but too much of my dismay totally believed the delivery drivers and didn't even take into account what had just happened to me or feel apologetic that 2 strangers came into my home and completely tried to scam me. As a woman without a man around (husband passed away from brain cancer) I find it despicable that they hire men like these, who think I am just dumb and will pay for extra manual labor. Not to mention customer service DID NOTHING!! And was extremely rude about the whole situation. Disgusting. Just shocked. Really don't want this to happen to anyone else, so I am putting this out there and hopefully will get a hold of corporate, or if I did, would they even care? JUST please be aware ALL that comes with your delivery so you don't get scammed by losers. Especially in times such as these. Buyer beware and take care!

On the second attempt the delivery driver stated the size of the refrigerator was too large to get up the stairs of our Row House. The driver would not even take it off the truck to make an attempt even though the width and high of our stairwell left plenty of room and a few years earlier we had purchased a very very expensive designer sofa through NFM that had larger dimensions than the refrigerator we tried to purchase. NFM was able to deliver that sofa even though it was longer in length, width and depth. We will never make another purchase through Nebraska Furniture Mart again and will make sure our experience is shared often.

I advised I have never heard of a company not warranting the replacement of a piece of furniture when the frame is broken. She advised she was sorry but they would be repairing both breaks in the frame. So now if they ever call back to make said repairs I guess I will have paid for a broken couch! Awesome. Just what I wanted, a new broken but repaired couch! I will never shop here again! I advise against buying from this place!

Updated on 04/23/2020: This is a follow up to my March post. Nebraska delivered a botched bed. They used pieces from the old bed and the "refurbished" bed. Apparently, the bed is discontinued. Nebraska is saying it is Guardsman responsibility for other options. Guardsman is saying, We approved the replacement and it is Nebraska's responsibility."

The latest customer service rep on 4/23/2020 says that don't see any record of all of my past calls. Someone is lying. I have names, dates, and a few extensions. This place needs to be shut down along with all the dishonest lying employees that support this mess. I would relocate the honest hard working ones. On April 14th I was told someone would call back in 1 hour. It is April 23rd and I am still waiting on a callback, so I called back myself. Now I am on an extended hold... I'm sure the call will disconnect unintentionally right! UGH!!

Original Review: First, I have been a loyal Nebraska customer for years with no problems. Apparently they care less about the loyal customers. The storage bed collapsed in the middle of the night. The bed was only 14 months old. No young kids, no grand kids. I purchased the Guardsman Gold protection plan. I filed the claim in December 2019, after horrible customer service, it was approved late January 2020!

NFM said it would take about 3 weeks to deliver. They called the night before and said.. OOOps it arrived damaged, we need to reorder. It will take another 3 weeks! Now it is March 20, 2020, and they called today at 6:30am CST, and said Oops it's damaged again..we need to reorder...It will be another 3 weeks. I was so upset and was told that someone from customer service would call me at 8am. Guess what...NO ONE CALLED... I called them at 9am and got the run around...had to call back 2 times before I was able to talk to a customer service Manager. She said she submit a request to expedite but no guarantees...so you know what that means...another 3 weeks without a bed!

All I get was, "I'm sorry..It's the vendor's fault not ours." If your vendor is known for these type of issues, then you need to get a new vendor and/or get a process in place to prevent these type of issues. The manager said she will communicate and update within a week. So we will see ! I will be filing a Fraud report with the FTC and a complaint with the NE Attorney General. This makes no sense! Poooooor service. I am done with NFM...they lost a good customer.. We spent a lot of money with them.. It is obvious they DO NO CARE!!!

Original Review: March 11, 2020

I usually write positive about the places and companies I review because I think people are more likely to write a review when unhappy, rather than happy. Unfortunately, this one is not positive. I'm having a bad experience with Nebraska Furniture Mart and Whirlpool and I feel that I should let others know about it. I bought a Whirlpool range at Nebraska Furniture Mart. It was quick and easy. Nebraska Furniture Mart is great about that. But I'm having a problem with the range. The oven doesn't hold an even temperature. If I set the temperature for 350 degrees, it takes about 30 minutes to get to temperature on the display. But the biggest problem is that it isn't always at the temperature displayed. I bought an oven thermometer. Sometimes when the display says 350 degrees, the oven thermometer shows 225 or 250. Crazy, right?

So I called Whirlpool and they are certainly willing to send a service person out to fix it. For that, I applaud them. The problem is that I will have to be here from 8 am to 5 pm on a work day (Monday through Friday). Unfortunately, I live alone and there isn't anyone I feel comfortable asking to waste a day sitting at my house. I asked for a four hour window. I was told no. So I called Nebraska Furniture Mart and they won't help at all. Not nice at all. The prices there are low. But now I have to add the cost of a missed day at work to the cost of the range. I could have purchased a nicer range elsewhere for that combined amount of money, and I would get better help with solving this problem.

When you're looking at the prices of an appliance at Nebraska Furniture Mart, add the price of a missed day of work and then decide if the price is really that good. I have to give Nebraska Furniture Mart a thumbs down. I have to give Whirlpool a thumbs down. Buy there if you must, but be prepared for an experience like mine. Thank you for reading my review.

While I recognize the ownership I have in this, I have never had a credit card company that doesn't take out at least the minimum payment when you have a recurring payment going out. At the very least, almost every other credit card company will notify you if you miss a payment or have not met the minimum payment. This is the first time I have ever encountered a company allowing a consumer to continue to rack up late payment after late payment without sending out a letter or email or ANYTHING. I'm just so disappointed that a company would take advantage of customers like this.

This is shocking news to me! I go on to explain that it was my understanding that it drafts for whatever the bill is due for, I was told if you make a purchase you have to go in and somehow change the auto pay. I have SEVERAL credit cards as well as bank loans and I have never heard of this! I was told I should have looked at my bill that "we provided" ok...I admittedly do not and THAT'S WHY I'm on auto pay to begin with. So that I do not have to comb through the bills and so regardless of the amount it gets paid. I was then told well you've been past due since last June of 2019, I then asked about the 15.00 late fees and was told they would only remove $5.00. I asked for a manager and another CSR (Crystal) who clearly is not a manager gets on the line and I explain this very logical point to her and she says the same, I will remove 5.00...I have the ability to remove them all however it's been past due since June.

PLEASE BE REMINDED that I have not missed a payment, that it is still drafting but apparently not the extra $5.00 (I was behind 27.00 by the way). I was sure to ask Crystal again just to be sure that this company was going to not reverse 15.00 based on a clear and unorthodox issue, she advised me again. I got off the phone, went online and paid the 27.00 and contacted NFM AGAIN (by chat this time...where I encountered Crystal the CSR) and asked how I cancel my account and also for the corporate address to write to about such a terrible experience.

social group who will also be hearing about this terrible experience. I asked repeatedly "does this make sense", apparently when you set up auto pay and YOU PAY...8 months later you will be informed that you're past due ON auto pay when I had no clue about this. Shame on you! Now I have also received an email from my email to the company from "Crystal" again. This is a joke!

Called up today to place an order and I was told that the credit has been wiped off as it's over the warranty period. There was no communication from Nebraska in any form or shape about the policies and/or time periods. How can be consumers responsible to return bulky items back to Nebraska which were written off due to terrible quality? How are consumers supposed to know about the time periods if there are no communications from NFM?

They told me they ordered the part will take couple days. Had to call back on the December 16 2019. Same person answered with unprofessional attitude and start raising her voice on me and tell me there is no way that they can help me. I have to wait for the part which they ordered. I called on December 24 2019. They told me will receive the part on December 26 2019. Called that day telling me part got cancelled and had to reorder the part which will be delivered on the December 30 2019. Call back on that they telling they can not help me. I have to call service provider.

I call service provider. They told me they do not know when would receive the part. I have to call assurance. After calling several times and talking with so many unhelpful people on assurance nfm. I called back service provider primer. They told me the part was received on January 2 2020 which they made schedule service on January 3 2020 to come and fix it. 25 days for nfm assurance to fix my fridge. With rude people from assurance company. This is how they take your money and not give you service.

I could see 60 or 90 days but 30...with no notification to me that is was behind. I am so upset and went off on them and yes they are going to have it removed but it will take 30-60 days to reflect...yea right! My leased car is up in February and I doubt if my score will be right again by then. This will effect my interest rate on my new car if this is not taking off by the time I have to turn mine back in. I have since setup Auto Pay with them to pay off my balance. But I will never do business with them again..EVER!!

I am not one to intentional not pay my bills or ignore...for something I worked so hard on to get ruined because NFM just thought it was ok to report a late payment in 30 days. I told them sometimes people get caught up in life because of situations and you should give people a chance to be notified before you send something to effect something they have worked so hard on. This was my fault I do admit....but 30 days come one... And we all know today how important good credit is. I cannot wait to pay off this balance and the furniture I did buy I hate it! Lesson learned. Pay more attention who you dealing with and setting up AutoPay to make sure you set it up!

LITERALLY 380 days after purchase, little cracks and flakes began to appear and the entire surface had self destructed within another couple of months. In researching exactly what we bought and how I might be able to mitigate the eyesore, I discovered that "bonded leather" can be sold as “leather” as there are no laws regarding this. Legal? Perhaps. Ethical? Consumer friendly? Nope. Environmentally friendly? Absolutely not. As there is nothing on the market to repair the surface, a LOVESEAT will be headed to a LANDFILL. Shame on you NFM. Fool me once.

My husband and I purchased two living room "sets" from NFM - one on June 2, 2019 and the other on June 30, 2019. To date, we have still not received the ottoman on the 6/2 order and the chair and 2nd end table on the 6/30 order - and, it's NOVEMBER 22, 2019 as of the time of this review. We were told our items would be in stock and delivered in June, then it was July, then it got pushed to August, then October, and we were told that it would be November 20th when everything would be ready to be shipped to our home - so, of course, November 20th comes and go, no call from NFM, so we call them (for the 3rd time) and ask them when the items will be delivered - only to be told, "December 6th".

We've asked them to just come pick up the furniture they delivered and give us our money back because we were tired of having an INCOMPLETE "set", and having to WAIT 6 months is RIDICULOUS. They gave us a $300 refund after the 2nd date push out for delivery. And, when we called today, they offered another $50 which is a DISGRACE and SLAP IN THE FACE. I'm SO over NFM. I don't plan to EVER shop with them again IF I ever get the rest of my furniture. They have become just another "big name" store with NO soul and their customers are merely NUMBERS.

The lack of compassion and empathy from their customer service reps have had our stomachs in KNOTS because for some reason, I guess the script they're given doesn't provide sympathizing with the customer when NFM is CLEARLY in the wrong. If they can't get their items from the vendors, they're BIG ENOUGH to STOP doing business with them in order to ENSURE their customers get GREAT service. Their service has been laughable...and, they won't allow us to return the furniture because it's been PAST the 30-day mark for return. You've GOT to be FREAKIN' kidding me...so, WE, as the CUSTOMERS, have to have an INCOMPLETE living room set in TWO rooms of our HOME because YOU, the COMPANY, can't get our furniture to us in a timely fashion and you keep pushing out the date we should receive it.

When asked if December 6th would be the FINAL date and we'd actually get the furniture, we were told, "They can't guarantee it." SOOOOOO, pretty much, we could be into 2020, potentially a YEAR before we get our order from them?! That's CRAZY! We will never shop at NFM again after this. And, if they tell you your item isn't in stock, RUN FOR THE HILLS! Just go pay a little more from somewhere else, because at least you'll be able to take your stuff home with you. There's no telling WHEN we'll get our furniture, and I wouldn't wish this on anyone. So, do yourself a favor and shop somewhere else.

Mrs. B (the founder) is probably rolling over in her grave. (NO disrespect to her, of course) but, for a company she meant to have INTEGRITY, in this, NFM has shown ZERO. Even the $300 refund is LAUGHABLE at this point. Let me return my furniture, give me my MONEY BACK, and I'll go where I can get everything I paid for or, just get the rest of my furniture to me, and I'm glad to stop ranting. Ugh! If you look at the other reviews, that's what the low ratings are for - not having things in stock and taking their SWEET TIME getting it to their customers. HEY NFM - CUSTOMERS are the LIFE of your business! Take care of US or, we'll take our dollars ELSEWHERE, and you'll wind up out of business. Your choice. You're sad and ridiculous. Shape up, or ship OUT. And for NOW, I'd appreciate it if you ship my FURNITURE out to me - and, do not ask me to pay for delivery! Unbelievable.

Talked with NFM personal about compensation only to be slapped in the face. We told them to pick up the furniture. We sent the information they requested to look into all the problems we have had with there furniture. It’s been over a month and have not received any response or phone call. We bought 2 bedroom sets from them we really love and so disappointed we couldn’t work out something with the furniture. We liked the furniture but would have like it to be in working order. We don’t think that’s too much to ask. We would have liked a response by now. A dissatisfied customer!

Original Review: My husband and I purchased furniture on July 13, 2019. We purchased a powered leather couch, leather rocking loveseat with the foot part pull out level on the sides, end tables and the protection package for the furniture. We knew it would take about a month for the furniture to be delivered because the couch was not in stock.The furniture was delivered on 9/16/19. After waiting over a month, the coach was not powered and the love seat would foot part wouldn’t come out when the level was pulled. I asked the drivers to take them back because I had a dog and didn’t want no scratch marks on them. They said I had to wait on someone else to pick them up. I refused to sign for delivery. I called NFM and explained all to them. They sent someone else the same day for pick up the furniture.

We now have to wait another month for the couch. Received the loveseat the next week and it didn’t work. November 12 was suppose to be the new delivery date. Received a call the night before saying there was two cuts in the couch, did I still want it delivered. I said no reorder it. I called NFM on Saturday to talk with customer service about compensation. Received offer of $125.00 per Dave who works at NFM, who called customer service on my behalf. I called customer service again and was offered $200.00. I said no to both, pick up the furniture. I really liked the furniture and called again and asked if could have the end tables which is $339.94 for both as compensation. I was told by Darlene, "O’no, we can’t do that." I felt let down after all the wait time we endured only to be shut out for a little over $300.00. Will not buy from you all again.

I asked NFM customer service if they could work with their vendor to escalate and after many phone calls to them I am now getting an even later date of Dec. 11th because this is their 'really busy time'. I'm sorry but our order was placed long before any orders they are currently working on but no one seems to care on either side. We paid in full for a house full of furniture from NFM and now we're stuck and apparently there is no one at NFM that can put pressure on the vendor to make this right. What ever happened to customer service, we're supposed to be okay with waiting another 10 weeks or longer (and 5 months since the original order was placed) because they are busy. We will never order from a company that we can't stand in front of to address issues such as this. Very unhappy with the lack of concern or ability to prioritize our order due to an error made by a NFM vendor.

In the end their outstanding delivery people easily figured out they could not just leave the dismantled bed pieces in my front yard and loaded it up. I told Kyle and the manager on the phone that if I were in charge I would fire their customer service leadership and put Kyle in charge - he gets it. How can an otherwise good organization so badly handle customer service and so constrain their people that all of them except the delivery people with the customer are fearful of doing what they know is right? I spent 30 years in the customers' service business with great success. I would be happy to donate my time to help NFM customer service get on the right track. I hope they call me. My order number is: **.

Then, I follow up on where we're at with the dining room said that was supposed to be delivered by September 9. It's backordered they tell me. Shouldn't someone have called and told me that was happening, I ask? Yes, probably the woman tells me. Still haven't even gotten an update on that. At this point I'm wondering if I'd be

1. I purchased a $4,000 Quartz countertops and installation from NEBRASKA FURNITURE in TEXAS the last weekend in May and the nightmare began. After over a month waiting to get scheduled for install, I had to call NE Furniture and explain that I purchased countertops and that when I purchased them, I was told they were available and in stock. At this time NE Furniture explained to me that Stone Edge their installer was responsible for installation and follow up. To which I responded I chose to do business with NE Furniture, and it is not my responsibility to chase after the companies NE Furniture contracted with.

2. When we did get scheduled the installer from Stone Edge arrived to install 4 hrs late. Then the installer miscut our new countertop for the sink. The installer then got frustrated and left. Leaving me with no sink and leaving the remaining countertops stacked against a wall.

3. The following day I did not hear from Stone Edge contractors that Ne furniture mart hired. I had to initiate a call to NE Furniture, and they were completely unaware of my situation. It took NE Furniture all day to finally get back with me and let me know they scheduled a different installer from Stone Edge.

4. Installation was finally completed not to our satisfaction and damage was done to the cabinets. See pictures.

5. After negotiations with NE Furniture Customer Care a rep from Stone Edge was sent to try to convince us the countertops were ok. After consistently pointing out the flaws, the installer was sent back to rectify issues. The installer attempted to fix the issues although he said there was not any more, he could do.

6. After countless hours of phone calls and emails a $200 credit was offered to me by NE Furniture Mart. NE Furniture informed me that was the best they could offer as Stone Edge was not willing to give any credit. MY THOUGHT ON THIS MATTER IS I DID NOT DO BUSINESS WITH STONE EDGE but NE Furniture Mart, so I expect NE Furniture to offer a reasonable credit or come and remove the countertops.

7. After several more calls to NE Furniture they made a 2nd offer for $420. That discount doesn’t even cover all of the days I took off to meet up with the contractors at the house. Needless to say we have less than quality countertops that look like this in my kitchen that is being fully remodeled. NEBRASKA Furniture Mart please go back to your roots of caring for customers and doing the right thing. Please just don't state you are sorry. Do something tangible.

Contacted a rep and we are setting up an appointment for a tech to come out and attempt a repair, but I was told if the piece ends of having to get exchanged, we would have to wait another 2 months (bummer but no surprise there) AND .. (here's the best part) have to return the defected piece in a Uhaul and pick up the new one ourselves to avoid a cross country delivery charge. No exception can be made being 20 minutes off a current delivery route when it is their fault we have a defected piece. To do everything again in a Uhaul would cost us an entire weekend and probably close to $500.

We waited 2 months and paid thousands of dollars for a customer leather couch and we're greeted with a tear in the leather before it's even unwrapped. That's frustrating enough, but the fact that NFM can still not make any special consideration for possible delivery of a new piece when it is their fault there's a defect in our new furniture is absolutely mind boggling to me. We live 20 minutes off a current route. We waiting 2 months and paid thousands. We hauled it ourselves in a rental truck.

After all this, they still can't be bothered to barely leave their delivery route to right a wrong. Brand new leather furniture that was specially made and took 2 months shouldn't have a tear in the first place. And if it does, the company should handle delivery/exchange completely themselves. I just cannot believe this. Do not purchase from them. Once they get your money, you're pretty much on your own. The company is all about sales, not about customer service.

Original review: We drove from Marshall, TX about 2 hours to the NFM in Dallas. We purchased a couch, love seat, and recliner among other items. We were told that NFM would charge thousands of dollars for "cross country delivery" to us despite us being only 2 hours away. That in and of itself is beyond ridiculous. We live just about 20 minutes outside of a normal delivery route, just 5 minutes off the interstate, and the delivery manager at NFM were completely unwilling to do anything to help deliver us our furniture. A sales rep recommended we ask about paying a little extra per mile for every mile outside the route because he had done something similar before, and we would have gladly done so. But NFM were completely unwilling to budge. Either we pay thousands of dollars in cross country delivery or we come pick it up ourselves with a big truck. I am so disappointing that if I would have known this I would have never bought form them in the first place.

How is just over 2 hours away considered "cross country"?? And why are there no options or wiggle room for somebody that lives literally 20 minutes away from a current route? This is absolutely ridiculous and makes no sense whatsoever. It would be such a great help for them to just drive another 20 minutes but they won't even consider it. This company through its delivery route managers have shown that they don't care about helping out their customers even in the slightest. The policy they have itself makes no sense either. The Dallas location needs to desperately expand its delivery routes and there needs to be options to consider cases like ours. I will never purchase anything from them again, will not recommend them, and am highly considering just canceling my order altogether. I'm appalled by their lack of willingness and sensible policy to help their customers who spend so much money in their store.

A week before the 2nd estimated delivery date of July 10th, I decide to call ahead and was told by one person that he feels very confident it will arrive on time but to call the next day to verify. I called the next day and spoke to another gentlemen, where he said there is no way it would get delivered by July 10th and it was now estimated August 1st. Another 2 and a half weeks. No one ever called me or reached out to me for these delays. I had about 4 different people tell me they would follow up with me - they never did. After 2 months of sitting on the floor and not having any furniture in my living room, I decided to ask for a refund. It is sad how easy it was to get a full refund as I'm sure this is very routine for them. I now have to shop around and start the process all over again, when I should've had a couch 2 months ago. I will never shop at Nebraska again and have notified all of 60 of my coworkers to avoid Nebraska at all costs.

We paid $880.96 and they will only give us $572.62 credit. The new one is $839.10. As you can see we will be returning a brand new, never opened box, hood range back to NFM and will be losing $308.34. Then having to purchase another hood range for $839.00! I understand we’ve had the merchandise for 7 months however we’ve been good customers and let’s face it, it would have been sitting in a warehouse either way. It’s not like they lost money! I am extremely unhappy that they will not let us exchange the 36” for the 30” and call it a day after all the business we’ve given them. After the bad taste this experience has given me we will most likely do the rest of our home shopping elsewhere, it’s not like NFM is the only home appliance store in existence and to be honest it’s not close enough to be worth the effort. Regretfully, Adam **.

Upon delivery - which by the way he never delivered our items from his truck- The driver told us he was going to go and contact his manager. Instead the driver went to his truck and left without ever coming back to tell us anything. NFM said that he would not answer his phone in order to come back. We still do not have an explanation. The manager apologized to us due to the delivery driver not responding to any calls the manager made to the driver. The driver may have had a bad day, who knows? We are not going through all that drama again. Thanks for reading. I hope it helps with your experience. We recommend shopping elsewhere because we are much too busy for this in DFW.

This was to be on July 10th. He called at 4:20 and was there at 4:30. He took a look at the dishwasher, got the model number and left. He stated it was probably the heater (didn't check it), stated they had 20 in inventory and would come back to change it on the 12th of July. On July 12th they again never showed up and never called. It would be my opinion that the kind of service described here is unworthy of 1 star but it’s as low as I can go. Now to date I have taken a day and half off from work and the repair hasn't even been started.

Well at the one year mark there was no issue but by this summer (2 year mark) it was starting to crack in some areas and is now peeling. NFM did send a tech out to look at it, but based on their observations there is nothing they are willing to do since the 1 year manufacturer’s warranty has expired. I tried reasonably talking to the customer service manager explaining that even though the warranty was only for one year, NO ONE pays several thousand dollars for a furniture set and only expects to get one year out of it before it starts to fall apart. They are selling inferior products and don't care about taking people’s hard earned money KNOWING that their product is going to crap out soon after the ridiculous one year warranty expires. They did offer to SELL me replacement coverings for the set and then it would be up to me to find and PAY a furniture repair shop to recover the furniture.

Why would I want it recovered in the SAME inferior fabric that will just crack and peel in 2 more years. And HOW do they think this is an ok fix? NFM, you should want to be proud of the merchandise you sell and you should have standards said merchandise should meet. NO ONE changes their living room furniture out every two years. It is ridiculous to sell furniture that will only last 2 years or less and charge a premium price for it. If I had paid several hundred dollars for living room furniture I would expect this but for several thousand dollars I expect a quality product that lasts a good many years!

It's a sad situation because their concept is great and very convenient to have so many type of products under one roof, but now I have no faith that any of their merchandise would be of good quality so I will not be shopping with them for anything ever again. I hope this review helps prevent someone else from spending their hard earned money on a product that won't last.

So now I am out nearly $500 all because I wanted to exchange this bed. What makes this worse is that at no time has anyone ever asked why we wanted to return it, or if I wanted to exchange it, which is what I originally wanted to do. My wife sent a letter to “customer service “ and the reply we got back is “Well we are sorry YOU didn’t understand our policy." Well I certainly understand it now, and you certainly have the right to treat people any way you want to, it’s your company. But I will never set foot in NFM again, and I will make sure I tell EVERYONE I know about this policy and how we were treated. Maybe you have heard of this but a dissatisfied customer will tell ten people, and they tell ten, and so on and so on. Btw I have also went out of my way to tell everyone I work with and have posted on every social media site I can find. Really pissed off customer!

When I took a flashlight and looked the seal is not touching and I can even see the inside of my freezer along the top. Spent over 2 hours on Monday getting the run around between the company that came out for the service, Nebraska Furniture Mart (NFM) customer service and the extended warranty company Assurant. According to Assurant they do not replace the unit until the service tech has replaced the same part 3 times, which will never happen since every time they replace something different. I would not suggest getting the extended warranty through NFM.

I am pregnant (3rd trimester), and they were 2 hours early. Yes our delivery should have been a garage drop off, HOWEVER, they were early and a car in the 1-car garage hindered their drop off location (which would have been moved by the time they had gotten to our house, had it been in the time frame they provided). He rudely let me know that he would "lose his job" if he moved the couch into my house (of course also let me know that would have been an extra charge through NFM). He also told me that the couch wouldn't fit through the door (without measuring of course), so there wouldn't be any way he could get it in. Oh, and he "didn't have service" so he wouldn't have gotten my return phone call. I don't live in the middle of nowhere, I live in a city, nice try. I had no choice but to sign his paper that my product was delivered and let him leave my property, although I was not happy.

I then called NFM customer service. The nice lady informed me that I COULD have called them to schedule a drop-off and our furniture COULD have been placed on ANOTHER truck a different day, one that would be able to bring the furniture into my house. Really? Even if that was her only option of fixing this situation, the Enterprise truck that had delivered the products was long gone. She told me that man couldn't have brought it inside and that she's sorry how he handled it. I had to bring the couches inside (YES, they fit through the door! ), in my 3rd trimester of pregnancy. So thank you, NFM. Worse delivery experience to date. I'm sure if I was in the area and picked up this furniture from NFM, they would receive 5 stars from our experience. The contracted company that delivers for them is sub-par, and I don't feel like the situation was really going to be handled via the customer service rep.

We were having company from out of town 2 days later and were left with parts of carpet pulled up and all of our rooms dismantled in order for them to move empty furniture. Was told the pet stain issue was on one of the many papers we were given prior to the purchase. However, was not pointed out by the salesman at any time. So here we sit with a party that we had to rent a venue for, pulled up our own carpet, pulled all staples. Put Kilz down and now we are deciding if all the expense and hard work that was supposed to be free is worth it. Only to find out that to cancel this will cost us 25% of the price of the carpet. BUYER BEWARE!!!!

I purchased two kitchen appliances nearby a year ago from NFM and had TWO cancelled/rescheduled delivery dates. Now, I've learned my lesson about shopping at NFM. Price and selection doesn't mean a whole lot if you can't follow through with delivery. Thank you to Schaefer's in Lincoln. They have exactly the same stove and microwave in their warehouse and will be able to deliver and install in 4 days. Second lesson learned -- don't forget your hometown retailer who might not have the price and selection of NFM, but understands service and delivery.

The service manager was less than apologetic and rather accusatory when I called to complain about the 2nd set being defective, it was a complete joke!! What a complete waste of my time! It seems as though NFM is trying to pass off used mattresses as new and then when customers find out they are the ones who are disgruntled!! No thanks, I'll gladly take my business elsewhere.

I had to finally suggest a solution myself. They promised me a delivery on a certain date- Salesperson said it was all set and guaranteed - 5 business days later so there was plenty of time to make sure it was delivered. That day it didn't show and customer service hooked me up with a man in Delivery who said he was a manager and my item would be delivered the next day after the original guaranteed date in the morning for sure!!! Never came - finally had to get ugly after more than seven hours of phone calls and hold times with them and it showed up. Then the salesperson said they were going to give me some money back for all the pain and suffering I went through - never had the courtesy to call me. It's all lies from them!!!

The next day the head of the store called me and scolded me for my language to her salesperson - LOL - she never even cared I was treated horribly, lied to and my delivery would have never gotten here if I hadn't raised hell. What a pathetic leader she is as the customer comes last! Don't buy anything here - it's horrible and the lies will overwhelm you!!! I gave them a one star as that's the lowest there is - shame as it deserves a minus 20.

The repair company sent another person out and fixed the leak. It works for 10 months and quits filling with water. It takes 2 weeks for technician who orders parts. Parts arrive smashed due to poor packing. Re-ordered parts, 2 weeks pass and they come and repair the machine with a complete pump and sump again and a memory board. It runs for 3 weeks and leaks all over the floor again. Now waiting for 10 days before the repairman can get here. I contact NFM and explained that it has been an on-going problem and I am still washing dishes by hand and that I want a pro-rated buyout.

Their answer was, "You have 30 days to request a return, deal with the extended warranty company." I am going shopping for a new dishwasher and just chalk this up to NFM's lack of empathy and will not buy an appliance from them again. Should you buy one because it's the best smoking deal DO NOT BUY THEIR EXTENDED WARRANTY. Buy the manufacturer's warranty from the manufacturer, as we were told that if we had one of their policies they would have done some after warranty assistance.

When we first got the table it had a spot on it but since the look of the table is vintage I assumed it was part it of it. I mean NFM wouldn't knowingly give me a defective table, right? Well we decided to call NFM to see if anything could be done about this table. An employee told us that they have warranties on their stuff for a year after you buy it. So how come before I was told only 30 days?

Maybe NFM should get some training for their employees so they are all on the same page. They sent out an employee to check out our table and he told us that not only is the table chipping it BUT it also has a crack in the wood. What I thought was part of the vintage look is actually a CRACK in the wood! So NFM gave me a defective table. The lady I spoke to on the phone said that they have a person who looks at their stuff before they deliver it to people. Well that person is either not doing their job or they are doing their job and knowingly sending defective furniture out. The table isn't available anymore so I asked for them to just trade it out for a table that would match the rest of the furniture since they gave me a defective table to start with. They of course declined. Please save your money and buy somewhere else. NFM has terrible customer service and they have no problem giving their customers crap/defective furniture!

When we went to the store, we faced humiliation when a gentleman introduced himself as the Customer service head of the Dallas showroom and that coffee condensation and dirt on the desk meant that we were poor owners of their product and told us in humiliating manner how we are not worthy of their attention. We never returned back to NFM. We made a couple of purchases after that & never considered stepping into NFM ever again...

I called Nebraska Furniture Mart customer service to see if there was anything they could do and they brushed me off and said "No, they are not insurance." Where is the after sales support for products purchased from your store? This is not the first time I have had problems with your customer service not wanting to assist customers to avoid disruptions in their life because of a faulty product purchased from your store.

I do suggest to this company to try honesty and fair trade practices and maybe they would not have such poor reviews. Glad this happened now as we were planning on going there this weekend to buy a complete set of bedroom furniture. I did advise to Mattie I would be placing this review; however, I also advise her I'm sure she nor the company really care. When your company is this large one poor review matters little. Be assured hell will freeze over before I do business with a company that chooses to have such poor customer service. Thanks for keeping me without furniture when you will be 5 miles away from my house. WELL DONE.

SO THEN they tried to take away our 30 day trial period- stating final sale. Um, no. NFM mattress policy states that if you purchase their overpriced pad, you have a 30 day wait period then up to 120 days to reselect if you find sleep discomfort. It sounds like they are standing by their product- right? WRONG! If you file a claim it NULL & VOIDS ALL protection! I had to spend 2 hours demanding a trial period for my second attempt to buy a (price increased) mattress from them with the same options to reselect if it doesn't offer a 1K+ nights worth of comfort! They only gave us 30 days trial (not 120) and ALLOWED us to hand them $300+ more dollars! Haha! We were penalized/ lost protection/ endured a HASSLE all for a defective mattress! NFM doesn't stand by the product they sell- that's a detriment in the mattress industry- shop elsewhere, people!

I was lucky my balance was low enough to pay and cancel my credit card, but I'm thinking about those people who didn't realize they would never be able to transfer their balance if they got too close to the interest hit. It seems like a VERY ROTTEN MOVE ON NEBRASKA FURNITURE'S PART. They were my favorite furniture store. That's why I went ahead and signed up for their card. Please be warned!!! I could not find any information on the internet of another company doing something like this to their customers. They may be the only one.

Original Review: Dec. 7, 2018

I furnished my whole house from NFM in 2014. After that I have made a couple of purchases. Almost 3 weeks ago I made an order. I chose to have it delivered just for my peace of mind and I paid half the price of the item for delivery. They shipped it with UPS and I haven't received it yet (after 18 days). They refuse to cancel the order and are charging me for an item I haven't received. I call UPS every day and they can't find the item. NFM say we are not responsible for you receiving the item, even though you paid for delivery.

Per the Federal Trade Commission, consumers have no legal obligation to return un-ordered merchandise and the retailer has no right to demand payment. That said, we have tried to do the right thing and work with Nebraska Furniture Mart to come to a resolution. All the while, their customer service department and even the general manager have been belligerent and extremely unprofessional demanding that we pay full retail. I am at a loss on how a business is strictly driven by emotion vs trying to come to a reasonable resolution. Nebraska Furniture Mart has the worst customer service in the industry. They have lost a customer for life. Buyer beware of this furniture retailer.

We have a $2,400 couch that the reclining mechanisms do not work properly and no one wants to take responsibility. Guardsman is a ripoff -- do not buy the extended warranty. You are better off buying a cheap sofa and replacing every few years. So disappointed in NFM and their "warranty" programs they talk you into purchasing that do you no good. We will be looking elsewhere for any future purchases.

Well I waited and waited. About 8pm I called to ask what the ETA was. I hear, "Oh that’s not being delivered until the 29th." I’m like, "Excuse me. No. I booked tonight and I got a confirmation text stating it was tonight." Christine in customer service was like, "Oh I’m sorry. I see. Yes. It’s to be delivered on 22nd. And I said, "Yes and today the 22nd." She chuckled and goes, "Oh yes it is. I need to put you on hold to check with delivery." She comes back on the phone and says, "I’m going to have make a few phone calls and call you back." I’m said, "Look this is not acceptable. I have a 2 year old ready for bed a broken down crib and she is tired." She was like, "I’m sorry. I have to make a few phone calls. I’ll call you back." I said, "I’m paying 90.00 for delivery and set up of a bed. You will call me back tonight." "Oh yes tonight," she says.

Well it’s 9:32 pm and I’ve had no phone call back. I’m shocked and very saddened with NFM at this point. I have shopped with them for years but this is not acceptable. I now get to go to bed upset with a baby in my bed and wake up upset because of the poor communications they appear to have with their long time customers. Wow is really all I can say! This is the NFM store in Omaha Ne 72nd St.

Wow and it continues. I get a hold of customer service this morning and they’re sorry there was no communications. They are waiving the delivery/set up fee and they will deliver next Monday! Really. I have a torn down bedroom and I have to wait a week when everything on my order is in and ready!!! Well thank you for the unmeaning sorry. If you were sorry you would get this bed delivered and set up sooner than next Monday!!!

Original Review: Oct. 14, 2018

I have spent a lot of money at this store in the past two years since it came to the DFW area. I will never again shop here after the experience I had today. I bought two loft beds for my kids and waited two weeks for them to be delivered. They were delivered today only to be told by the delivery guy that BOTH beds had bent brackets and were defective. He said no big deal, he would contact the store and replacements would be delivered today or tomorrow. He left both beds in their boxes propped against the wall in both my kids' bedrooms which was fine because I thought the issue would be remedied no later than tomorrow. We received a call from the operations manager in the delivery department and he tells us he can't have new beds out here until FRIDAY.

So he expects us to wait an entire WEEK for them to fix the fact that not only one but BOTH beds are defective. Not to mention the fact that my kids' rooms have huge boxes with heavy parts just leaning against their wall. So I call customer service to come get the beds out of my house AT LEAST. Apparently the drivers are too far away and can't turn around and the soonest they can come get the beds is WEDNESDAY. So I can't even get the defective beds OUT OF MY HOUSE FOR 5 DAYS. The customer service rep tells me they should have offered to take the defective beds with them. Well they didn't. She did refund my delivery fee, but that doesn't fix the fact that your store expects me to wait 5 DAYS to send someone out to collect the defective beds and 7 DAYS to get replacements.

The rep said it's because I'm not "local" and in the extended delivery range. She told me if I was local they could fix the issues faster. I think it's terrible your operations manager doesn't include time in the extended delivery schedule for issues like mine. I know that things happen, but the fact that I'm expected to wait and adhere to your schedule when your store clearly sent defective merchandise is terrible customer service. At this point I'm ready to return the beds and find somewhere local that won't treat me this way.

When I got home and started thinking about how risky it would be to get another damaged product from them, I decided to buy appliances from now on in my local Leavenworth, Kansas appliance store. They actually stand behind their products and employ responsible and trained delivery people. When I ordered a sofa a year ago from NFM the delivery people said they would have to leave it in my front yard because it wouldn't fit through the door. I told them if they tilted it, it would go through. Amazing that they couldn't figure that out on their own.

The gentleman helping me was very confused on why the account was opened and closed the same day. He called someone at the finance department and was told that they needed to speak to us regarding what was going on. After speaking with the finance department we were told that we didn't qualify for the NFM card but another option they have. I was very frustrated because we were never told when the original phone call was made what type of financing we were approved for. If we would have known we would have made sure we wouldn't have wasted 20 minutes at check out and looking for my information and assuming we were financing our items through NFM and not through Smart Lease. It’s another department we had to wait another 30 minutes to speak to someone. Due to this situation it will be my first and last time shopping here.

We were then told that the discount only applied for the black stainless not the regular stainless. Are you kidding me? There is a sticker on the refrigerator and the salesman told us it was eligible for the discount and you are not going to honor it. Ridiculous! We cancelled our whole order. We have been doing business with NFM for over 20 years and have never had a situation like this. Very disappointed. We’ll take our money elsewhere. You are no longer our go to store.

However, on the delivery date, I only got delivered for items from my first order. And when I called in giving them my name/phone, they said your order will be delivered on another time. Then I have to take work off to wait at home for the 2nd time, and when their truck came, driver just wanted to leave the furniture boxes on the outside drive-way. I said I paid full setup price. Driver said no, my order (**) shows no setup no $89.99 paid at all. When I called delivery manager, he told me this is a different order hence they can't do anything.

Obviously the Sales B didn't combine them together (I have to evilly think, he did this on purpose otherwise he won't get sales commission). I asked them to correct the problem and let driver set it up. Delivery manager said driver has to take my furniture back to store, and I have to deal with CSR, and then transferred my phone out, and driver just left. CSR not taking my phone call at all after several long wait and not calling me back at all. After placed my order 3 weeks, I still not getting my furniture nor hearing anything from the store. Very disappointment experience and will not buy from them again. There are many furniture stores in Dallas area, I will shop around.

My order receipt said I could pick up one lamp that day, two lamps being shipped 24 hours and the last two lamps would be at The Colony by the 14th. Nebraska Furniture Mart is a store with integrity issues, terrible customer service and no one will take ownership or help you when they drop the ball. I WILL NEVER buy anything from this store again, and I suggest you never order anything if you are in a time sensitive situation. They need to learn - each person I spoke with said they could do nothing to help... How is that possible. Who is training this customer service department?

Having spend another 2 hours later, then they were finally realized that they made mistake and we finally received the delivery on remaining balance of our tiles on July 19th. Thought this was over, received the Nebraska furniture credit statement, found out that we were overcharged by 819 dollars. After calling them for another week, Tim finally returned our call today on 8/12/2018. His explanation was that because the tile we ordered which was priced at $0.99/sq ft was out so they substitute our tile with a different tile at $2.00/sq ft.

We are trying to contact them again to see if we can return the entire order of that tile. Over the last 2 months. We had paid our contractor to do additional work other than tile because of tile delivery issues and now, we are facing with the final pricing/item issue. This is not the first home improvement project we have in our house as we do a project every few years but will be last we will be purchasing through Nebraska Furniture.

The online rep. stated that there was not an order placed for my kitchen island! At this point, I am a little frustrated so decide to talk to a manager who could pull the call. I get a guy named Ryan, I believe, not great with names, and ask him to pull the call, he also sounds put out by my request and offers no apology. I wait on hold for a long time and then he comes back to the phone, says he has Mikey there, who does not remember me placing the order and says he has pulled the 2 min. call and I did not place an order for the island... So first, I KNOW that I placed the order because I remember I had to push him to do it, which he didn't, and THEN, Mikey or your manager has cut the call off or is BLATANTLY lying to me. Either or is highly unethical, and for what, not wanting to admit fault. I really can't believe this happened. Shame on your company for employing such a sad workforce.

Fast forward to 2 months later (2 weeks before furniture was to arrive). My husband receives an automated voicemail stating that due to our small entertainment center now being on back order (of which it wasn’t when we purchased it) they took it upon themselves to move our delivery for all the furniture out another month. This meant we would be waiting over 3 months for furniture we ordered. We did not agree to this change. No one called us to discuss this. My husband call them immediately back and stated that is unacceptable and we do not agree to the change, especially since they decided to wait to deliver the entertainment center causing it to become back ordered. My husband was then told that in the 30 mins since he received the call the one truck coming to our area was now full. They already replaced our spot and couldn’t deliver it.

They admitted this was their fault/mistake and the delivery should have never been moved and someone was supposed to call us first but yet continued with it. We were then told since our order was so large they could order another truck and still deliver our furniture. 2 days later we receive another voicemail stating they were not going to get another truck and we would be waiting an extra month. My husband explained that I am very pregnant (high risk and possibly going on bed rest) and had been sitting on the floor. Yet they still decided to do nothing to fix their mistake.

My husband continued to speak with supervisors to see what could be done. The last lady he spoke with (located at the corporate office in Nebraska) stated that there was no one above her that dealt with these matters and there was nothing she could do except offer us a small credit to help cover the cost of renting a truck ourselves and driving the total of 4 hours to pick it up, remind you I am pregnant and high risk and they now want me to come pick it up. However, the amount she offered wouldn’t cover the entire cost and we had already paid the delivery fee. Needless to say they DO NOT HAVE GOOD CUSTOMER SERVICE and are not willing to fix their own mistakes. I am considering losing my deposit for the sectional and canceling my entire order. I have never been treated so poorly by a company. We will never be returning to NFM!

This morning I had a new washing machine delivered. They were supposed to set it up. I was told because I had a little blue on the brass under the water valve they wouldn't do it. Numerous times we went back and forth with the Furniture Mart by phone. Then we were told another crew that would do it was going to come later today. That too, was a lie because the first two guys showed back up. I had my father come over to supervise and I told him not to let the bigger one (Ray) break anything. I came back home 10 minutes later to find they now had the washer in the basement instead of the living room where they left it the first time.

Now I have to hire someone to come over to level it so it has a chance not to wobble and shake itself to another early death, because they failed to do any of it the second time they came today. Why doesn't the Nebraska Furniture Mart have better delivery personnel manning their trucks I wonder? Maybe they have too much job security at their jobs. The last 4 guys that came here should be demoted to pushing brooms as well as they took care of us!

The guy that came out for my claim looked at the iron stains put some ** cleaner and says that the stains are from neglect and won’t be replaced. FIRST OFF I have 4 other rooms with stains that don’t have URINE in them that they don’t want to covert because they are a scam of a company. Secondly the carpet is supposed to NOT STAIN AND RESIST PET URINE!!! This is not my fault and I’m severely disgusted with Scot the scam of a claim guy that came out and Kerri the lady who wants to deny my claim and say that her manager will tell me the same thing. MY carpet was installed by some nasty family that doesn’t even have a proper family that walked ALL OVER MY WHITE BRAND NEW CARPET. With their nasty farm shoes.

Then they cut my padding and used duct tape under the entire carpet where they “accidentally cut the middle of the pad”. Then they don’t even cut out my damn bedroom vents! They were in my house from 8 am-7 pm. I MOVED ALL MY FURNITURE AND RIPPED UP ALL THE OLD CARPET. If they hadn’t of been done who knows how ** long they would have taken to work. I have square even rooms. It’s not that hard. I’m ranting now but don’t ever buy from NFM. They don’t know how to treat customers!

The following Thursday I get a text message saying that my mattress will be delivered on that Saturday morning between 9-11 am. At 8:30 am on Saturday I was once again called saying that they still could not find my mattress and that they would once again have to reschedule delivery. I stated my displeasure with their work practices and made it very clear that I was not happy. Later that day the very nice gentleman that had sold me the mattress (Alex **) called to say how sorry he was and apologized for the screw up just like everyone else I had spoken to about it.

He stated that the mattress I had picked out was discontinued and that the one that they showed being in the warehouse was the last one but that sometimes the tags fall off and the warehouse people don't put the mattresses in the correct spots or that it just never gets found again because of it not having a tag. He said that he had contacted the supplier and could get one rushed up and I would have it the following weekend with $150 taken off for the hassle or I could just come in and get a refund of the $2000+ that I had paid up front. I told him how upset I was and that I would be in the following day and make my decision. On Sunday I went back to NFM and found Alex. I had decided to pick out a different mattress.

The mattress I picked out was $75 more than my original mattress and definitely in the warehouse but instead of letting that $75 slide for all the inconvenience so far, I was forced to pay the upcharge for the new mattress by. I asked about the $150 off to cover the $75 upcharge and when Alex called his manager about it the manager said NO. Needing a bed that Alex had arranged to be delivered today (Monday June 25, 2018) and not having any options I had no choice but to pay. So here it is Monday evening and still no bed. The delivery was sent to my old address which is 10 minutes away from my new address. So I get a call saying that my bed is scheduled for Tuesday now because they won't come 10 more minutes down the road.

My new address was on the original order so I don't know how my old address got in there. We'll see what happens tomorrow. Alex was great. He busted his butt to do the right thing by me once he found out that there was a problem. His manager would not allow any other discounts or anything thrown in to make up for the hassle and inconvenience to a customer. I was required to give them at least 1 star to do this complaint and that star definitely goes to Alex for all his hard work in helping me. NFM has been a great place for years but something has definitely changed since Mrs. B's time when customer loyalty and customer service definitely do not come first. You always say that things like this won't happen to me. When you read things like this, still they do.

I have been in the transportation industry for nearly 30 years and never seen an operation that has waited to the last minute to look for a product to be delivered. Once they have your money they could care less about your inconvenience. I bet things would change if we didn't pay for services until they were completed like they used to. My hope is that this review makes it back to NFM and changes are made. A promise was made with payment and their promise to deliver... Well looks like I got scammed.

NFM requires you to order 'extra' flooring but when I asked about how to return the extra, I was told it was subject to a 25% restocking fee because it was a special order floor. So they require the customer to order more product than needed and than charge to return it. Finally, we purchased on 66 month financing/0% interest. Our understanding was would have 66 months to make payments to pay it off. At no time, were we told that credit card payment is subject to a 4% of the balance payment. This makes the payment double what it would be if you figure 66 months zero percent divided by the balance. BUYER BEWARE!!

Update: NFB left a standard BS reply. "Please contact us." Which I did and followed their instructions. To which I received this information from them. "Thank you for your correspondence. We are sorry to hear of this issue. Unfortunately, web support is not qualified to assist with flooring inquiries or issues as we are not trained in the processes, policies, or products. I will make sure to annotate this in your account for reference. I hope that this is helpful. If you have any other questions or concerns, please feel free to reach out to us. Have a great day and thank you again for shopping with Nebraska Furniture Mart..."

I contacted customer service today and they told me the bases were not returnable but they could do a 30% restocking fee. I could come in the store and pick out a new Tempur-Pedic. We chose the Tempur-Pedic for the "cooling technology" which did not work, so why would I want to purchase another? I am now going to be charged almost $1,000 from NFM for something that the sales representative was dishonest about. We paid to have our old mattress hauled away. I feel lied to and screwed over by NFM and am left with a hefty bill. I have been a customer with NFM for almost 10 years and have never been more disappointed with them or the level of service I am receiving. On top of the money lost am I still supposed to spend more money with them to have something to sleep on?

In the end, after some internet searching, I find out this is a practice they have used since the early days of selling appliances when Mrs. B was still alive. It was even stated that was their practice in the Warren Buffett bio: Buffett: The Making of an American Capitalist, in the chapter talking about him buying the business from Mrs. B. Stay away from anything that plugs into a wall or needs power in any way if you are shopping at Nebraska Furniture Mart, or YOU WILL GET BURNED!!!

Also other issues had to wait over hr and 15 mins just to get what we bought 'cause couldn't find part of order. We weren't told this until I flagged a guy down and asked what was taking so long. Needless to say the other big furniture companies will be getting my business along with my rental business. Oh but wait, they will let the salesperson know so it can be a training lesson. Course it doesn't help us and she knew what she was saying, obviously hadn't had any sales and needed some. I should know to always read a receipt no matter who says what.

Shortly after the purchase, we asked NFM to come and get the sofa as one of the recliners was bent due to it being a floor model. A new sofa was delivered as promised. We were gifted a brown leather sofa from their competitor Rooms to Go over 10 years ago. That sofa never cracked or peeled within the first year it was given to us. It survived numerous moves from Texas to Florida and back and did not show signs of age up until last year. We used a leather care kit on it as well and it did not come with a leather protection plan either.

Our family from out of state recently visited and we felt so embarrassed to have them see the shape of this furniture knowing it was less than a year old. If we could go back and find a way to keep that sofa we would and we never would have stepped foot in that store at all. I complained to them and they offered a 500 in store credit and dye to fix the fading. NOT SATISFIED AT ALL... What's a dye going to do when a few months later the furniture will still look a hot mess??? We got suckered into the big store and motto and you definitely made your money off us...

This gave me more pause and reason for concern. Of course now I am past the returning ability but upon doing some digging and research I have found indeed that this furniture is not the quality I feel it was presented as and even have found the exact same set online at Sam's for $1000 less total than what we paid. Of course the response I received was that they would not be able to do anything about the price because the price guarantee is for 30 days. Very disappointed. I will say that the cust service is quick to respond and very professional and eager to send new parts, but that doesn't make up for the poor quality I feel like. I just wish I had been smarter and not so quick to buy upon sight in the store- esp when the same set is being sold at a large warehouse store for $1000 less.

Soon I get a call from the store telling me that delivery drivers were at our house and we were not answering the door or our phones. Nobody ever showed up at our house. We did miss a call from a different number my guess the passenger so we called the driver and the passenger back, at first they were sending our calls to voicemail then they decided to pick up the phone and hang it up. So I called customer service to let them know and they let me know that the drivers weren't answering and what try again.

After being on hold for 10 minutes they came back and said the driver did not want to come back. What kind of customer service is that? The driver didn't want to come back even though they were never here in the first place? So because their driver does not know how to properly read house numbers or pick up the phone we now have to wait for our merchandise to be delivered again? We ended up requesting to speak to a manager who didn't seem that upset that we decided to cancel our order all together and asked for a full refund. We did let him know about are damaged floors and he said we would need to send pictures and an insurance claim would be opened. I have zero faith that this issue will be resolved and judging from all the other reviews that I've read on multiple sites the seems to be the norm with this company. Now I am out of a refrigerator and have a lovely parting gift from this joke of a company.

I requested they confirm with manufacturer the specs on sofa, in case NFM was wrong on this information as well. They stated that they would confirm and call me back. Well... a week later and NO callback. I definitely expected more from NFM. I just got off the phone with Judy a customer service rep. Very nice! Actually continued to work on my situation even when I was off the phone and reached out to me to state that was still investigating the situation and truly was wanting to help me. Thank you for your efforts! We are going to see if their loveseat is the correct measurement and swap mine out (which is what I requested initially). Keep fingers crossed.