Nebraska Furniture Mart Reviews

On January 16th, I received an automated recording of the new delivery time for January 17th between 11 am - 1 pm. I called 855-504-0000 and informed a male that those hours are unacceptable due to my class schedule. I also informed the male about my conversation with the delivery supervisor. I was told that the hours stand and nothing could be changed due to no notations on the paperwork with my request. I asked for his supervisor, and was transferred to a female employee. The female employee reiterated that nothing can be changed in the delivery system, and I should reschedule for another day.

On January 17th, I received a phone call from the delivery person while I was en route to my class. I told the delivery guy that I was not home, and that he would have to come back in the afternoon as I requested. He said he couldn't do that, and his supervisor called me. I informed the female supervisor that I wasn't home, and that she would have to deliver the new unit today. The new unit was not delivered as requested. I never had an issue of selecting a date & time when purchasing several products. NFM has lost me as a customer! This company isn't customer service orientated, and I was offered no compensation for their defective product. Lesson learned... Purchase items from other big box stores that have reputable customer service and excellent products. It appears that my dryer was refurbished instead of "new" as on the NFM website.

We’ve contacted to NFM. They told me to contact the warranty company that they sold to us and they sent two people out to look at our dryer... It’s been 3 months and my dryer machine hasn’t been fixed. I live across the street from Nebraska furniture mart. It should not take this long to fix the dryer. We’ve called NFM customer care and they put the blame on the warranty that they sold us, and we’ve had no help. This has caused such a headache, and huge frustration and I’m not getting a solutions, or any sort of guidance to whom to speak to about this ongoing issue. We’ve gotten the runaround from both parties. The extended warranty they forced upon us is absolutely horrible. DO NOT PURCHASE!!!

The appliance itself was wonderful except for the fact that it’s been broken for 3 months and the warranty purchased isn’t fixing it. How can you sell a warranty to a customer if the warranty doesn’t fix the issue... That’s why we got it. Bad business at NFM especially with their warranty department. If not resolved soon I will have to get my lawyer involved. It’s ridiculous that I have to get a lawyer for a dryer machine. I have 5 kids, do you know how frustrating it is to not have a dryer machine with 5 kids???

A little under a year ago I purchased a $2000 fabric sectional couch. The salesperson convinced me that with the purchase of a fabric couch I should lost definitely purchase insurance so that ANY, yes she specified ANY (wish I wrote down her name now!) damage was done to the couch, it would be taken care of. So I complied and spent the extra money because I loved the couch.

Fast forward 6 months and my couch started pilling at a ridiculous rate. I can honestly say that all that my family has done is sit and lay on the couch. This is even with the extra seal spray that you are also offered at purchase. Around this time or shortly after I called customer service and told them about the problem. Her advice to me was to go to Walmart and buy a sweater pilling tool and fix the issue myself. If this did not work, to call back and they would figure out something else. Irritated, I complied, and tried to fix it on my own. It did not work. Life happened and I had to put the issue on the back burner for a couple months. I called again this to week to speak with customer service in hopes that since I did my best to resolve the issue with my new couch on my own, they would have a solution since I had purchased everything they promised I would need to insure my couch.

I called and was given the same relapses to this issue. I told the customer service agent that I had tried to fix the couch and it did not work. That I was assured it would be resolved, but to “try pilling the couch first.” She, in turn, gave me a long list of what IS covered but that my problem was part of the normal wear and tear of the couch. Seriously?!?! I had this couch 6 months before it started to fall apart! This is not Normal wear and tear after such a short time. I was told that pretty much I am out of luck. My new couch looks 10 years old from “pilling” and Nebraska Furniture Mart will do nothing about it. According to the customer service agent, I am better off ripping a hole in the couch purposefully to get it replaced rather than be honest and call for a company to be honest and take care of a faulty product.

Needless to say, I am closing my accounts with them, and will not be purchasing anything from them ever again. If this is how they treat their loyal customers, I will not be one. I am an honest and hardworking Mom and I am thoroughly disappointed that the money I worked hard for went to a product that should last for many years not 6 months. Also, may want to consider retraining your salespeople to be honest and not promise insurance that you will not be fulfilling so they can make money off of people. And your customer service agents trained to not be dishonest in what will be taken care of when initially prompted about an issue.

He dumped in my sink, he did not say nothing to the mess of water everywhere, even has my food stuck in a ice block in bottom of freezer drawer. He said he fixed water from coming out of top ice maker and left. I have called & called NFM because the warranty company cant even fix or install ice makers right. They said I damaged it or abused it. We did not. It has been all the water coming from top icemaker that they had just installed and now 6 months later my freezer is a big huge ice mess because of the warranty company is and customer service Nebraska Furniture no help when I call them to get a customer service mgr. We spend a lot of money at NFM but being treated like this over the service tech warranty service sucks. I want my warranty money back. 5 year warranty this was my 1st issue that has got out of control and I have a mess of leaking water from top ice maker to through the bottom and icing up everything.

So we called and called and they have been closed. My husband called Nebraska and got the run around. We are going three weeks without a refrigerator and my husband tried to explain all the issues we have had with the appliance but the best the manager at Nebraska could do for us was tell us that the warranty department would be calling. Paying over $1500 for a Lemon Refrigerator is Not Acceptable.

I called and asked to speak to a manager, I was connected with Theresa, which was even more frustrating than the no call backs, she refused to listen, continued to speak over me when I had a question or comment. Theresa at least was honest about not being able to help and passed me off onto Gabbie another manager. 6 weeks of zero answers or help all for a camera lens I could have had delivered to my home by Amazon in 4 days. Lesson learned, never order from Nebraska Furniture Mart. Customer service is reserved for items that are in store only, anything else and you are throwing money away. Oh, I've also left a message with the store manager. Guess what? Haven't heard from Scott ** either. So frustrated and disappointed.

I have purchased many times for myself and clients from Nebraska Furniture Mart and have never experienced such poor service. In addition, today I called to confirm the pick up for another damaged item. Just to be sure they made a note to call 30 min prior this time. The customer service rep, Steven, was also very rude and acted like it was an imposition to look up this order for me. All of this reflects poorly on my own business as I try to make the process as seamless and easy for my customers as possible. I will definitely be sourcing other furniture store options in the future as opposed to first going to Nebraska Furniture Mart. I believe the quality of their service and furniture has decreased substantially.

One mgr wanted to downgrade me to a smaller one, worth less than the one I currently have & it would look ridiculous in the space it goes. They're not even trying to go out of their way for the customer. I've even bought a new tv since this has gone on & I think that might be going back before the 30 days is up & I'll purchase one elsewhere, somewhere that wants my money/business! These sales managers think just because I didn't purchase a $1000 or more fridge, it doesn't matter that it is messed up & my piddly fridge doesn't matter to them. Done with the Mart after this & word of mouth is the best advertisement!

Original Review: Nov. 29, 2017

Ordered this Hardin Recliner from Nebraska Furniture Mart based it supposedly being for "big" consumers. The actual seating area is substantially narrower than my 20-year-old La-Z-Boy chair. However, the "deal breaker" is that the chair literally leans you forward and tries to dump you on the floor. I had to have my son hold onto the back of the chair just so I could use the lever to extend the footrest. Once I did so, he let go and the chair immediately rocked forward with enough force that if I hadn't just stood up it would have literally thrown me on the floor. I will be seeing what kind of remedy NFM offers up tomorrow, but either this chair is defective in construction or in design. (I will update rating as things progress.)

Original Review: Oct. 9, 2017

When I found the clearance area of Nebraska Furniture Mart in The Colony, TX I was thrilled. Recently divorced, my funds were low and it seemed like the perfect way to buy good quality at a lower price. I bought an Ashley leather sofa with Guardian leather protection. Beautiful blue. Salesperson, Bonnie, was helpful and encouraging. Delivery was on time and smooth.

So, three months after delivery the right side of the sofa collapsed. Literally. Legs still attached but the frame cracked. I think I've sat on it 20 times. I agreed to clearance terms, it's on my receipt, so no warranty, except on my Guardian covered fabric. If I'd purchased Guardian Gold coverage, it would have covered the frame. That wasn't something I really considered or discussed. Patricia in NFM customer care said she was sorry, and I believe her, and she is sending me a $50 discount on my next purchase and gave me the numbers of a few furniture repair shops in the area. Yes, minimum cost found was $59 trip charge and $15 per 15 minutes they're here plus the repair. My feelings range from sad, mad, and stupid.

So, my original blessing to find a less expensive sofa turned out to be a very poor decision with no recourse by Nebraska or Ashley (yes, I called them). They all reminded me that I agreed to the terms of a clearance sale, and they're right. Who expects their sofa to collapse after 3 months? Ashley even said NFM had it on clearance for a reason so it was a risk that I accepted. Yep, all fingers point this way and I accept responsibility for my poor choice. So, fellow consumers, please avoid clearance areas as best you can unless you get a warranty plan that covers the unexpected... And well, at that point you might as well buy non-clearance. Since I had no idea I needed to check for a defective frame at the store or upon delivery, I guess I need to go on YouTube to learn furniture construction and repair. Beware of clearance.

Upon checkout, I was led by a man to a set of chairs and asked to sit and wait. I then received a call from a very rude woman saying that my $6,700 credit limit was reduced to $2,000 but that I had enough credit to purchase $31.55. What?? I received no letters, no phone calls, nothing before this day... Nothing to lead me to believe there was an issue with my account. Do you think I'd charge $31.55 if there was an issue? I felt ambushed, ashamed, embarrassed and humiliated. If this store keeps increasing my credit limit, as they have done every year, why in the world would they just eliminate $4,700 in my credit limit? The employee was condescending, rude and I will never, ever, shop there again, nor will my family, or company.

How utterly disgusting to treat a long-term customer this way, or any customer for that matter. You increase my credit year after year, tempting me to come back and then, slam, you take it away. How incredibly cruel. AND OVER A $31.55 CHARGE! There are other places to shop for furniture and electronics, etc. You're not the be all and end all of stores. How dare you do this to someone who has been regularly paying you for this many years, but gets dealt a horrible blow from fate, is late but still current now. Once you dangle that "increased credit" in front of someone, you cannot take it away so harshly, and in such a humiliating way. I felt ambushed. You cruel, cruel people.

When we asked them to look at all the legs of the furniture, they realized that one leg was actually loose and had a problem. They couldn't fix it but they actually broke a small piece as well. Service team then said that I need to place for an exchange. 4) Service team was not taking responsibility of what they have done and they were careless. I had to call customer care in front of them and then they communicated the same to customer service for an exchange order. 5) Customer care tells me that someone from Nebraska miss informed me about service. I asked them to go thru the tapes about the call n Aug 14th and take necessary action. There is clear miscommunication between Delivery, Customer care and Service department and service engineers were irresponsible.

So here I sit sitting and then I receive a call from the original delivery guys stating they'd be back after they finished their meal at McDonalds. Needless to say, they never showed and I call their number twice with no response. I call Nebraska Furniture Mart (NFM) and check the status, the resolution truck will be there at 1. When 1 came and went I called again. The next time was 3 and then for sure by 5 then finally 8 (at night). Because the resolution truck handles issues first come first serve. The guys show up a little after 8 and guess what. They didn't have SCREWS. Why are you here? They proceed to find any screw on the truck, they begin trying them and they weren't working. I finally said, "Stop. I don't want random screws. I want the screws that come with this bed. If you don't have them leave."

Oh mind you at one point one of the guys said that he lived nearby and they made me their last stop so he could have the driver drop him off at home when they were done. So much for first come first serve huh (lightning strike #1)⚡️. Clearly I didn't run for cover quick enough because I found myself in NFM again. Who doesn't like a great deal on furniture. So find a couch that I loved, I opted to do 90 days same as cash. I stood at that finance counter for three hours because the young guy couldn't figure out how to use a calculator if his life depended upon it. If this tells you anything he said, "You still want the Sunday delivery. Correct?" "Yes unless you can get it to me sooner." He comes back with the Friday after my original delivery schedule. I said, "I'm pretty sure my current delivery date is before what you're offering." I finally left everything signed and I'm excited about the pending delivery.

The thunder came rolling in today when my phone rang and it was NFM stating the contract was wrong and that I need to drive the 40 minutes to their store to sign a new contract. Boom. Lightning struck a second time⚡️⚡️. I start with, "What the. What." It appears the $100 credit they gave me for the first lightning strike was not applied so there was no value. I was threatened with having my delivery cancelled if I didn't go in and correct their mistake. I spoke with a Manager who was horrible. She had no clue on what she was talking about. I actually hung up on her which is something I don't normally do but I couldn't listen to their nonsense. If you want a nightmare buying experience then this is where you should go. It's awesome to get a great deal but they're really lacking in Customer Service. Warren Buffett you have the money to train your employees better.

Am I buying from Nebraska or from some poor manufacturer? So overall, Nebraska Dallas clearly told - They are middle-man and they are not responsible for their manufacturer goods. NEVER EVER buy from Nebraska...

I now possess a bright shiny chilled box that does not dispense ice or water. I could have paid $1000.00 less and gotten the same thing. I have to go to the hardware store, buy a connector, and my husband is going to have to try and hook this up. I have no interest in either of these activities. If I did I guess I could have driven a truck to a store and picked up a fridge, brought it home, and installed it myself. Part of my decision to purchase from NFM was based on the delivery and installation. I will not make this mistake again. I would have happily paid a little more for competent installation. I'm not satisfied with the experience at all. I called and complained to customer service, but they were not able to offer any "service". I'm not impressed.

Original Review: June 9, 2017

Ordered sofa. It was delivered with a broken zipper in cushion. Because of the way it was brought to me I did not notice. Called customer service. Had to wait 6 weeks for the manufacturer to send me a new cushion, the store would not. While waiting the remaining zipper broke within a week. Finally got the replacement cushions and guess what? Zipper broke within a week. I would never purchase again. Lousy service after the sale.

Then I asked about reducing the price of a refrigerator I have been waiting to buy. They said, find one in another store for less and we will see if we can match it. Of course no one has reduced the price in six months on this refrigerator. I browsed other departments. Nothing was on sale. Again, the regular prices. As far as I'm concerned this is false advertising. How are they getting away with this?

The installation crew had a hard time trying to figure out how to mount the washer on the pedestal. They could not get the washer thru the door. I told them we just removed a similar washer with a pedestal the day before. They turned the washer 90 degrees and it went right thru. Then they said I had a bad electrical outlet as the new washer would not plug in. The house is only 3 years old. I told them to try again and it went right in. They turn it on to prove it runs. I asked if they were going to check the level on it. The woman said they level it to the floor. I again asked how they knew if it was level. She yelled to the other two guys to bring a level in and check it. Folks, if you want bad service buy from NFM. I'll NEVER buy from them again in Dallas!

I got nowhere with customer service so I asked to speak to a manager. I spoke to ** a NFM representative, I explained what transpired with the picture that was a representation of the item I ordered vs what I received. She asked me to take a picture of the item I received and send it to her. I emailed it to the email I was given, ** on 5 Apr 2017. She said she would contact the vendor and see what the issue was. Clearly, someone put the wrong picture with the SKU number I ordered resulting in me receiving the wrong item. I had not received a return email from ** so I emailed her again on 4/7/17 saying that if I didn't hear from her by the business day's end that I would take other action.

I did not hear from her so the BBB was my next step. I did make copies of the site and the item I ordered. To remedy the NFM mistake, I either wanted the TV console pictured in the original order with the wider drawer or complete refund of the purchase price including delivery I paid for... a total of $692.78 as listed on my bill. A few days later through THE BBB, NFM said they would give me a full refund. I accepted the NFM response. Scheduled pick-up of the TV console was set for 15 Apr between 1-3 PM. They did not show for the allotted time and I did not receive any courtesy call so I called the office and complained. The office told me he was running late. He finally showed up at 3:50 PM. To say the least... I never experienced this from NFM Nebraska the 30 years I lived in Nebraska. It's not the same store in Texas!!!

HERE IS WHERE EVERYTHING STARTS GOING DOWNHILL. The gentleman came to my home and started putting the bed together, and, there weren't any area rugs on the truck, and there weren't any slats to put my box spring and mattress down to sleep. Call customer service, they said they call me back. Receive a phone call back a few hours later to hear they can deliver my slats 5 days later on 4/5/17. I ask for a manager, everything I need is in the Plano store, and no one can deliver them. So if I want to sleep I have to pick them up. I go and pick them to find out that I have to put legs on the slats and install them. We thought the bed would have to be taken apart to install the slats.

I call customer service and the conversation started getting intense. I told ** that I didn't want my wife to go back because of the first experience. Later during the intense conversation, ** said "AFTER YOUR FIRST EXPERIENCE YOU SHOULDN'T HAVE COME BACK and YOUR WIFE SHOULD HAVE LISTEN TO YOU." Something along those lines was said. I was dumbfounded. After all this my wife and I finally had our breakfast-lunch or dinner at 3:30pm. Not sure what we wanted to call it, but were hungry!

On Saturday late afternoon I spoke to Craig at **. To inquire about our area rugs. He told us that two out of the three will be delivered tomorrow (Sunday 4/2/47). Craig said that we should receive two calls - 1. For putting the bed together correctly and 2. For the time the carpet will be delivered. That evening we never received a call letting us know when the delivery will be. Sunday Morning, we received a call during Mass/Services telling us that are at our home waiting to deliver our carpet and slats. I asked what happen about our phone call, which he had no answer! We decided to cancel our area rug that was on backorder because we didn't want to go through any more hassles. SO NOW WE THOUGHT WE WERE DONE WITH NEBRASKA FURNITURE. RIGHT.

WRONG. A few days later I'm looking at the furniture and to be truthful it looked nice in our room. But I found a tear/rip on the headboard and I could see the wood. I called customer service again, by now I have all the number memorized to get through to them. I told them what was wrong. They offered me a few dollars and I said no. So now they're coming back and the end of the month to switch the headboard. Finally it should be done. But I went through hell to deal with them. So my advice, spend a few dollars more and goes to a reputable company that cares about the person and keeps their promises. I will. I rather spend a little more than to go through all this hell. Oh by the way, I did get some money back for my troubles, but it not worth it, but it helps some, just a tiny bit.

And NFM is 'so sorry' but there's nothing they can do -- like a credit on my account for their crappy furniture with a leather seat that split a seam the first month or so and a table wing that never stays secured in place. I have shopped at NFM for years -- back to when Mrs. B was alive and it was just a little place in Omaha -- but do you think that gets me anything from MEGA CORP now? Of course not. Well, they won't be seeing any more of my money from now on.

But - make a long story short I spoke with Gary on the phone. He is the customer service manager. He called me back to see if I had spent my $300 gift card that they had given me when we purchased the bed and I told him yes that I did. Well he ended up listening to my story and he totally agreed with me that it was not right to charge all these different fees. So he offered me a $300 gift card to go back to Nebraska Furniture Mart because I was definitely sold or not ever going back.

He was very kind and courteous and he does his job correctly and he really cares for Nebraska Furniture Mart and his job obviously because he helped me and our situation and has lowered fees for us to where there was no pickup fee, no percentage and also Gave us a $300 gift card that we will be receiving in the mail. I do have a credit card there and I will definitely go back and shop because of Gary. I will be a lifelong customer to Nebraska Furniture Mart. Thank you again for understanding and doing what is right.

Eventually, we spoke to someone this morning March 8th who actually followed up with us this same afternoon to inform us that our order was NEVER placed with the manufacturer by our salesperson, Dan. Therefore, we were informed that it would be another 4-6 weeks before our couch would be delivered. For reference, we had Dan's company number which he instructed us to call if we had any questions about our order. He was the first person we called when we never received our couch after the 6th week. We left countless messages to no avail. He never returned any of our calls, so ultimately we spoke to many, many other individuals at NFM who tried to "help" us.

Nebraska Furniture Mart should have made it a priority to find out why our couch was not ready after the established 6 week deadline especially because we had already paid for this item months ago. Additionally, because no one at their facility could provide us answers, that could have been of even more concern to them. Poor communication with the customer as well as poor communication between staff was a huge contributor to this flub. It is clear that you are only a priority when you are a potential buyer. Once you have completed your purchase you are of no value. Once we were told it would be another 4-6 weeks because of the error and unconcerned nature of our salesperson, Dan, we immediately canceled out order. Nebraska Furniture Mart did not offer any sort of compensation or try to "make it right" in any way. We are incredibly disappointed.

Unfortunately, we also had ordered a beautiful credenza which was delivered damaged (there was a medium sized chipped portion of the wood); however, we were just so thrilled for it to have finally arrived (and we did not want to deal with the inconvenience of sending it back) that we decided to overlook the imperfection. We have also ordered a gas cook-top in February that we purchased and took home same-day. Once we opened the box the iron piece that sits over the flames was broken on one side. Unfortunately, the cook-top was installed by professionals so by the time we were informed of the break it was already installed. We decided it wasn't worth the trouble to replace since it would still function appropriately; however, spending $800 on a broken item is unfortunate.

December 16 delivery went fine, as planned. A week later, we receive a phone call that the refrigerator needed to be moved out to January 6 due to a manufacturer delay. Even though the day we shopped, we were told the refrigerator was IN STOCK. Told them to move the dishwasher to that date as well so I didn't have to schedule an extra day off. Beginning of that week comes, and they move it out again to January 13. Dishwasher was delivered on the 6th. Another phone call a few days later moves the refrigerator out to FEBRUARY 12TH. Are you kidding me? That is 11 WEEKS past the date of purchase. No apologies, only a promise to have the salesman contact me to discuss the situation. Salesman never contacts me.

I sent a strongly worded email through their website describing the situation. I received a canned response, telling me that the salesman and the salesman's manager have been notified and one of them would contact me. Again, no contact from either person. I start watching the availability of the refrigerator on their website. First look says it will be in Feb. 10th, then Feb. 2nd, then last week it shows that the refrigerator is in stock now. I called them to ask about the delivery status. They tell me it's in stock but still scheduled for Feb. 12th. I ask them if they can move it up because we have been waiting forever. They never even gave a thought to proactively try to get it to us sooner, given the situation! So now, it's scheduled for delivery this Friday, Feb. 3rd. There will be problems for sure if I get another phone call about delays.

They now have exercised the right not to do business with me, after I question their business practices and what they have sold to me sell. Does this seem a bit odd? Wouldn't you as a business do everything you can to win back the trust of the customer. Yes, they have offered me discount letters, but these don't supplement the several times I had to take off work in order to wait for them to rectify their mistakes and bad products. And many of the discount letters I still have in my possession, however they have just told me I am not welcome in their business. So those letters aren't worth the ink that is printed on them. How are they to resolve that?

Is it too much for a customer to ask for NFM to sell an item that works the first time. I shop all over and rarely do I have any issues with the products I buy. However I shop at NFM, and almost everything they send to me is defective, broke or malfunctioning. That is a reflection of the company not of the customer. Lastly, I have never seen a customer service department as bad as NFM's. They are disrespectful, ungrateful to other people's time, rude, and dishonest. I request again a formal apology from Lori **, the CEO of the company, and the BBB to make sure this report is clearly shown to all customers who do research on this store.

Original Review: Dec. 5, 2016

I have purchased quite a bit of furniture from NFM and have had multiple problems. I will no longer be shopping there. Most recently I was told that the purchases I was making would be part of promotional rate and when I looked at bill, they were not. I called customer service and they were unwilling to help me. Have also had trouble getting problematic furniture under warranty serviced, don't ever purchase the warranties they sell as I haven't found that they will cover any problems you encounter.

A week later, I get a call from customer service that required the serial number from each piece to order these replacements. I called back and have the serial numbers. Waited 4 weeks, knowing custom takes a while, called back to find out, they hadn't placed the order yet. They were waiting on me. When I clearly said I called back a month earlier, the rep said he did see that I called, but no one put the order in. At that time he said he would place the order, due to me January 24, 2017. Very disappointed, our new remodeled home, with stained furniture for both thanksgiving and Christmas. Believe me, I have told this story many times!

After chewing him out, and then his supervisor, I got nowhere. They offered me NOTHING for the inconvenience that they had cause. NOTHING to make up for losing MY sofa - I had already paid for it. Finally just cancelled the order and got my money back. I was out a lot of time, and a day of work, as well as the free loan of my money (about $3,000). My brother had a similar experience a few years ago ordering a rug from them, now he refuses to shop there "ever again." I have also learned my lesson as well.

After a year the automatic payments is shut off by them and they don't tell you. 3 months went by before I found out. I was told by rep calling me that they don't have access to my account. That's my personal business. He couldn't tell me when they received my last payment. If I was on auto pay nothing. I got late fees, reported to the credit bureau and am told something different every time I call. Today I was told on the phone I had to have chosen for payments to stop after a year and got an e-mail from a different rep. while I was on the phone with her saying NFM policy is to stop them at a year. My credit is ruined. I was told by a supervisor I could go to the government if I want to dispute. Don't go here!!!

When another 5 minutes went by, I asked the salesman gently, if they can get someone to help me. He raises his eyebrows, frowns at me and says "WHAT DID YOU NEED". All that I asked was to see if he can call over walkie talkie, for someone to help us. After 5 more minutes, another young salesman walks by. I asked him if he could help us. I showed him the item we were interested. Asked him if he could find if there are extra similar items in the store. He reluctantly looked in his system and said there is one more similar item in store but was priced higher. I asked him why it was about almost 60% costlier. He said that the other item was brand new [that was totally understandable]. I asked him if this item [in clearance] was not new. With a very bad, smart aleck attitude he says "WHY DO YOU THINK IT IS IN CLEARANCE". I was trying to understand if there was anything wrong with that item and if it was new.

I go to the regular priced furniture area and looked at a floor model [24-inch height], that missed tag on it. One of the courteous staffs, called over phone to have someone come and help us. A lady comes and doesn't help us but instead says, "if there is a floor model without tag, just look at the wall shelf for a similar item and you can find out the price info". When I asked her if SHE could help us find the price. She reluctantly walks with us to the floor shelf and shows us a shelf and shows us an item, which looked different to us but she insisted that both are same and left. When we measured the seating platform height it was 30 inch. My experience with NFM was very bitter. Would not go there again. They don't have customer service as their top priority and obviously don't have good core values.

He came back, fitted the door protection cover and then got the furniture in with the help of his buddy. No sooner than they put the furniture down in the media room the second delivery person (Alex) gave me the clipboard again and asked me to sign. By now, they had stricken out some portion of the delivery sheet. I kept it with me since the other person was still removing the packaging from the recliner. Since it is a power recliner I wanted to plug it in and confirm the functioning. They needed an extension cord which I went and took from my study room and we started testing the recliner.

At this point, I asked Alex if they go through any kind of training in delivery process. He told me that they have delivered for years (well NFM is only a year old in Dallas) and why I asked the question. I said that a similar piece of furniture was delivered from NFM exactly a week back and that the experience was very different. Alex asked if I had a bad experience last week. I said to the contrary we had a fantastic experience last week where they were very courteous, very professional, they did the entire set up, showed us the functioning and then got the delivery document signed whereas today everything started with a document getting signed.

Alex then demanded that I give the clipboard back to which I replied that I am going to read it (because part of it was stricken out) and sign it. He then started to take his phone out and held it as though taking a photo. I said you cannot take photo/video inside my house. He said he has to take video to protect himself since I wasn't giving back the clipboard. I insisted that the video be deleted which he refused. By this time we had walked to the front door with the clipboard still in my hand. I wrote my comments on the delivery sheet and started signing. All of a sudden, the other delivery guy (over 6 feet and 300lbs) rushed back into the house getting into my physical space in a very threatening manner and snatched the clipboard back from my hand.

Alex had by then called one of his managers and complained that I was not giving the clipboard back. I might have had the clipboard in my hand for 2-3 minutes maybe. I asked him to let me talk to that manager which he refused to do. Right after they left, I send NFM a message on facebook to immediately document the incident. I was then called by one Mr. ** who identified as the delivery manager with whom I raised these concerns and demanded that the video be deleted. He assured me to get that done. I followed this up with NFM customer service and they had nothing to assure me whether the video has been deleted or even an apology. Beware of the goons that you invite into the house when you get delivery from NFM.

Original Review: Aug. 20, 2016

Bought a LG 0led 65 inch tv at Nebraska Furniture mart for $3,000 on 6/18/2016. I had the tv less than 2 months. Screen went blank. LG sent someone out quickly to fix it. Replaced most of the parts, but concluded the screen died. Went blank on us. After a week, was told it could be replaced by returning it to Nebraska Furniture mart. Nfm told me they discontinued these tvs. So the only choice I have is to buy another updated model of this tv for 5,000 plus dollars. This tv was advertised as the best picture. Tv doesn't work. Not so much as "sorry about that". They can't find another tv like this anywhere in america to make it right although you can find them now on the internet selling in many places.

I thought it was the latest in tvs. They said it was last year's model. So they know if something goes wrong with it you cannot get it replaced. Even after 2 months. They know this, but they let you buy it without telling you the whole picture. Lesson? Don't trust any store or company that sells tvs period. Know what you are getting into. Then you can just let them take you down the track on the scam train if you so desire.

I scheduled the tech to come out, and after review, he told me I would need to open a claim with Guardsman, the company behind the 'protection plan'. I immediately gathered all the required details (pictures, documentation, receipts, etc), and I filed 3 individual claims as required for each of my 3 pieces of furniture. About 10 days later, I was told my claim was DENIED because I did not report the damage within the allotted time frame. I called NFM for assistance, and was told I needed to contact Guardsman and request a manager.

I did this today, explained the situation, and was told that NFM should never have sent anyone out to my house to see the furniture as it only voided my warranty. So, I called NFM back and got a huge run-around with the customer service agent. He tried to convince me that there was no way for them to know if the damage was caused by 'accident', or normal wear and tear. I asked how this could make any difference if the commitment made was that all covered furniture would be repaired or replaced.

Again, he tried to throw hypothetical scenarios at me in attempt to invalidate my claims. I requested to speak with a manager. When a manager finally came on the line, he proceeded to tell me that nothing I was told about the protection plan was correct, items damaged during a move were 'no longer covered', and I was SOL. It is also noteworthy to mention that I was also told that only small rips in leather would be covered, and NOT scratches or scrapes. This 100% contradicts the sales pitch and commitments made at time of sale. This has officially ended any future business with NFM.

We called customer service convinced it was an error, but we were told that Logan told us wrong and the minimum payment on their financing is 4% of the purchase. We were told to call back and talk to the financing department the next day as they were closed when I called. We called and we were transferred to Logan and had to leave a message. I was going to give him the benefit of the doubt and assume he didn't know any better, but the fact that he ignored our call makes me think differently. My husband made a second call and they told us they would do nothing for us. Thanks Logan!!

Again I waited for a response from NFM. No one called, so I called. The lady pulled up the paper work on what Scott the flooring expert wrote, he stated it was due to homeowner damage. I do not know what we did to the floor other than walk on it for a month or so, so I asked "what next." They said "We will fix it, but it will cost you." I said "What about the year warranty that is on the material?" They said if it was their fault that is only when warranty is in effect. I stated "I am done with NFM, and I will write a review." So NFM does not back their warranties, even when two experts stated no water damage, and material defect, as they told me, but they wrote different stuff down on the paperwork they turned it into NFM.

I, later, spoke to Customer Service and was told that they'll only take mattresses with no stains. There was a small stain on the side of the box springs from a spilled coke (spilled years ago). Customer service said that NFM sells the old mattresses for recycling and the recycled materials are used for various products so they have to be in perfect condition. So, not only does NFM make money from hauling away the old mattresses, they also make money by selling them. The absurd thing is, I was going to purchase an entire kitchen from NFM - but not now. They just lost about 10K for not taking away my mattress. Won't shop there anymore.

I called customer service and was speaking to them at 12:35pm and they nor delivery could reach him within 10 minutes and then repeatedly with no answer for 40 minutes. It was absolutely insulting. He didn't want to make that delivery in the heat, in the middle of the complex on the second floor. Had he called me like he initially did or answered my call I'd have told him how he could drive right up to my steps. He acted like he couldn't reach me and was conveniently unavailable.

I was waiting since 10am, rearranged my home to accommodate this delivery. I already waited two weeks for something I really wanted but what your driver pulled was absolutely INSULTING and he did it because he thought he could. I want my business and hard earned money respected. No phone call, apology, rearranging delivery for that day, he just blew me, your customer service and the delivery team mgr off by not responding, UNACCEPTABLE!!!

Strongly not recommend this store. I won't cancel the order even wait for a year, but this is my last time to purchase anything in Nebraska Furniture Mart. Bad culture, bad quality, bad company policy.

STORE DIRECTOR called my wife and spoke very rudely to her along with threatening to cancel our order. Later when I called ** to discuss the issue he informed that he is going to cancel the order. In spite of telling him clearly multiple times that we do not want to cancel the order, he cancelled order number **. ** even cancelled the order ** we placed on 04/03/2016. When I reached home and called the NFM Customer Service at around 5:45 pm on 04/15/2016 at their phone number ** the representative informed she cannot help us with both order number ** & order ** and we need to speak to a manager name **.

When I asked to be connected to ** or what number to reach him, the associate informed that she has left a message for ** and we should receive a call. Both these orders are scheduled to be delivered on 04/17/2016. We would like to raise a legal case against NFM and STORE MANAGER / DIRECTOR - ** (available at **). Without us approving any cancellation and in spite of requesting ** multiple times during my conversation on call which lasted 21 minutes between 4:16 pm and 5 pm on 04/15/2016 STORE MANAGER / DIRECTOR - ** cancelled both the ORDER Number ** & order **. He has misused his position and authority at NFM - he has caused deep frustration, mental harassment, torture and inconvenience to our family. STORE DIRECTOR - ** cancelled both the order number ** & order **.

Updates as of 04/18. All the merchandize for which we shopped @ NFM were cancelled and nothing was delivered to us on 04/17. This is what People at High Ranks like ** does to common people who raise their voice against their unethical business practices, report against their services, against the way they run their business and how their train their managers.

As for the trundle, they left part of it at the store. I asked them to take it back and bring it complete. Stupid me, months later I bought two leather sofas in beige. They damaged them on the way in the doorway. They apologized but refused to take them back down the three floors to the truck. I refused to sign off on the delivery paperwork. We got on the phone with NFM who wanted to give me some sorry store credit. I refused. I wanted them to take it back. They said it was a close-out and can't be restocked. I told them it isn't my problem. You damaged it. You take it back. They left the sofas and brought a new one to replace the damaged one two days later. They took the one they damaged. NFM really sucks.

To add insult to injury, when we called them to let them know that we had received the wrong bed, they informed us that we had purposely ordered the queen, which was not the case. I talked to my salesperson, who repeatedly insisted that we told him a queen bed. There were two other people with me, and we all know that we never mentioned a queen bed, as we specifically needed a full. He refused to let me speak to his supervisor, and after much talk, agreed to have his supervisor call me.

His supervisor informed me that there was nothing they could do for me, other than charge me another $220 in delivery and installation fees, and $400 more for my now "special order". I told them that would not work, as I was being downgraded on beds, and this was their mistake. I spoke to two more supervisors all of which gave me the same offer of ABSOLUTELY NO HELP. After their entire staff at every single level has been so unprofessional I will never be returning to NFM ever again, I told them to come pick up the bed and everything else, and issue us a refund, as well as to be sure to send different delivery people.

The delivery was supposed to be next day (Saturday) between 3 and 5, so I quickly arranged for my old washer and dryer to be moved... I waited until after 5 pm then called to see where my delivery was, so their customer service called them, they said I was their next stop. I waited another hour then received a call from NFM asking if I was home, that they were on their way. At 7:00 NO delivery truck in sight. I called back and after being on hold for quite some time they told me that I had been taken off the manifest for delivery because no one was home. This made me furious because I had been sitting by my door waiting for 4 hours. There is NO EXCUSE... they totally lied. After I wasted my entire day waiting on them and just forgetting about any "so called rebate" I cancelled my order and will buy elsewhere. DONE with NFM. Maybe they shouldn't have opened their doors until they trained the employees.

My wife arranged to be off work (unpaid) for the delivery and was out running errands at 9:00AM when a call came in that the delivery would be 9:30AM. The invoice also clearly indicates a 60 minute prior delivery phone call. I have no problem if this was a free delivery, but to be gouged $69.99 for this "service" - delivery when it's convenient for THEM not the CUSTOMER, is ridiculous. I contacted their customer service and basically was told that it was too bad for us. No more shopping at this monstrosity of a store for us.

This was my second purchase from NFM as my first order was my couch which was not only delivered wrong but it was broken... I waited another 4 days to get the proper couch delivered... 2 trips, 2 horrible experiences and there will not be a 3rd and I will continue to write bad reviews against them until someone from NFM calls or writes me a letter apologizing for the tots, mistakes on their part and the insulting offer I was given.

A couple days before the delivery I called to make sure everything was on schedule. Was assured on a return call by salesperson that everything was. So my son moved out his old furniture in preparation for the new. By 11:30 am there was no call from the delivery driver so I called customer service. Was at that time informed that today was not the delivery day, even though it says so on the invoice, but today was the day that a third party trucking company would pick up the furniture at the warehouse. Not what I was told or agreed to so contacted saleswomen who had given me her cell phone number if there were problems.

When I spoke to her she said that she had been fired. Great. Called two store managers and am holding my breath for them to call back. So got a hold of the third party trucking company who picked up the furniture. They said that they are contracting the furniture out to a fourth party trucking company and that it would be up to two weeks before they deliver. So back goes my son's old furniture. So as I said bigger isn't better and I will never return to Nebraska Furniture.

My husband called and spoke to Elizabeth and explained everything again because apparently no one made notes on our account. She tells him the same thing about the parts. He told her that was unacceptable and lousy customer service. We spent over $1900.00 on the bed and mattress and had nothing to sleep on till they get us the parts. She put him on hold and finally came back and told him the earliest they could get parts is today so we got to sleep on our brand new mattress on the floor last night. She promised the feet would be delivered with a new mattress since they left it propped against the bedroom wall where it started crushing down on itself.

I called today and spoke to Cameron who said they're scheduled to bring a whole new bed out. I asked about the replacement mattress and he said there was nothing in the order about replacing the mattress. I asked why they are bringing an entirely new bed when all that's needed are the feet and he said no, it's just the parts that require the feet that will be exchanged. I asked how he knew the feet would be in the shipment and he said because they double checked. What an absolute joke! Nebraska Furniture Mart doesn't care about their customers and customer service is terrible. We can't get a truthful straight answer so who knows if we'll even get the rest of the parts today. I will be surprised if they are delivered today. Elizabeth also said we'd be compensated for the inconvenience but I'm kit holding my breath.

But, since we didn't buy the mattress cover for $95 (we had our own) we were not able to return/exchange at all, but since they are too nice they could make an exception if we paid a restocking fee of 25% of the mattress value. What??? 25% of the mattress value? Did I hear right? So, you are telling me that I need to pay $800 dlls plus chiropractor's bills? And she said "YES!" So now we are stuck with a extra firm mattress, insomnia and back problems. Not the best customer service. I AM NOT GOING THERE AGAIN!

On December 16, 2015, my delivery time was scheduled between noon and two-thirty. I was called and told that the delivery would be delayed for 2 hours; after waiting until four-thirty, I called and was told that they were in a close city and would call me in two more hours. Well that did not happen in two hours. I called again and the phone attendant said they would be on their way around seven-thirty and would call me thirty minutes away. I waited and called the NFM customer care to express my disappointment and requested a financial compensation; the delivery fee was waived.

The evening began getting later and later; I received a call at 8:15pm, from the NFM driver letting me know that he and his helper were lost; here I am taking care of my grandchildren and living in a new city. Because of the holiday and the fact that deliveries are only scheduled once a month in this area, I needed the delivery to happen that day. After talking with the driver and explaining to him that both driver's needed current driver's licenses, he tells me that his partner did not have current ID. I suggest that he needed to drop him off at an eatery. After going through all of that, I get in my car and drive 15-20 miles (round trip), so that he could follow me to the military gate and then to my home.

Now remember, the given time was between noon and two-thirty, the evening ended at ten pm. Resolution: delivery fee waived, fifty-percent taken off of two items and a fifty dollar gift letter. NFM, if you are going to make deliveries on military bases, please obtain all requirements to enter onto the base. Secondly, whoever hires these contractors, make sure they are legal. I do not wish this extremely poor customer service to happen to any other customers.

I went out and picked another expensive sofa from the Design Center made by Bernhardt. It began to fall apart within 45 days and continues to get worse daily. Now the back is sagging and the fabric is piling really badly. They sent someone out and he agreed it was bad. I asked for a refund and was told it was repairable so they wouldn't. I said, "You ruined the last one so no we won't be doing that again."

They finally agreed to a refund BUT they want a 15% restock fee, won't refund the fabric guard and want to charge $79.00 to come get it. I think the restock fee and the pick up charge are just ridiculous. I want my refund and will not EVER buy here again if I don't get it. Between my parents and me I have purchased more than $6,000 this year alone from them. They keep saying the sofa is repairable but the fabric is trash. It is not fixable!

My mother and my three year old son at the house, not knowing when the driver was coming back. I had to call back a couple of times and had someone arrange a go back delivery for later on. When they came back, they refused to assemble our dining table because they said they don't assemble anything and we didn't pay for the assembly fee when we were told that the table would be assembled. We were lied to at the beginning and was given many different answers. If I knew that we were going to assemble anything ourselves, we would've gone to IKEA to shop. We scheduled another delivery for Saturday and waited half day for them to show up. Our window was between 5:30-7:30, but they didn't show up till 9 pm, and they called 5 minutes before they were at our door!!!

They then told me that they were not going to assemble the table because they would be liable for damaging the table and plus they didn't have the instruction on how to put the table together!!! I was told by one of the supervisors that they will make sure the driver gets a copy of the instruction guide, which again, they didn't follow through. So, not only, we were having to assemble the table ourselves. We were not getting anywhere with the compensation for all the trouble we had gone through!!! What kind of a company is this?!?! They said they can only do one or the other. It's either to credit one time $50 or our delivery fee of $70!!! They also said they could give me a $100 credit to shop at the store when I told them I WILL NEVER SHOP THERE AGAIN!!!

This is so ridiculous that I don't even know where to begin!! I have NEVER experience this with ANY furniture place where I have shopped!!! Rest assure that I will never shop with you guys AGAIN and I will be sure to get my word out to all my friends and family to also not shop at NFM!!! Because they will most likely experience the same thing what we have gone through!!! NOT WORTH MY TIME!!! You guys have officially lost another customer!!! Congratulations!!!

Our total purchase included the (2) bar stools, one damaged and one new. Included in our purchase we walked the salesperson to the dining table who told us that we could purchase the base. "Good idea," I told her since I already had a glass dining table but just need to change the glass base. The sales person and my husband got down on their knees and she pointed out two silver disks that hold the table top in place. Included in my total purchase: 2 bar stools, 1 damaged and one brand new, 1 table base.

After 45 minutes in the pick-up area. We drove home with the items. We got home to find that the chairs did not match at all, in fact the new one was damaged as well, a totally different wood color and the side bars were in different locations than the damaged one. I contacted NFM and the salesperson. Not only was the chair purchase wrong but the base was missing the two silver disk. After speaking with customer service an exchange of the chairs and the table base was scheduled for a week out.

On October 17, the delivery date came and yet a new chair came, but it was in bad condition as well with flaws to the seat and wood. To add, the base still did not come with the two disks. My husband and the delivery driver got on the phone with customer service and explained the situation. After two addition conversations and two days later my husband and I decided perhaps the disk that the sales person showed us was in the box with the table top. Even though I did not need the table top I decided to purchase the glass top for the two silver disks. On the following Saturday my husband and I took yet another trip to NFM in The Colony to purchase the table top. After another 45 minutes is the pick line we finally got the glass table top.

Well we thought good riddance to NEBRASKA FURNITURE MART, oh no got home there in no hardware or screws with the table top. I got back on the phone with custom service. It is very important that I mention that the 1st customer service rep that I spoke to during this conversation on Saturday night was very emphatic, and unfortunately I did not get her name but I did tell her I appreciate her calm manner in which she handle this call and I realize this was not her fought and I wanted to acknowledge she did everything she could to defuse this situation and make this right. Unfortunately I cannot say the same for the second rep that I spoke to.

Nonetheless the story gets better, after speaking with the first rep my husband decided to go down to the local Home Depot and buy the necessary hardware for the table rather than driving a third trip to NFM, nearly 30 miles one way and three tolls. When my husband returned with what we thought would work, well it didn't!

Completely out of ideas I call NFM yet again and got a different rep that had absolutely no empathy to the situation, in fact I asked twice to speak to a manager in which she would not get or at least she did not tell me she was. She thanked me sarcastically and then I heard hold music. The next voice I heard was I presumed was a manager or someone with some authority. I had a very pleasant conversation with that person. We decided to return to entire transaction. At this point I was totally done! To my amazement my husband had contacted our neighborhood handy man and they were able to put the table base and glass top together.

I decided to keep everything, including the damaged chairs. Very costly expense dealing with NEBRASKA FURNITURE MART, but I can say that I am totally DONE with NFM and I would suggest that any interested consumers read the reviews first before you shop there!!! No need to contact me. Not interested in having any conversations at all.

So now that we purchased a mattress that cost less money, Nebraska has not refunded the difference to us, nor will they return any of the five messages left for the customer service rep who was helping us. They just simply kept the extra $1100.00 that they owed us. To this day, we can get no one to call us back. They just kept our money and we spent thousands at this store when we built our new home. Never Again. Stay away from this store. I'm filing with the BBB next.

Why would someone else want to cancel my order? I even sent them the original receipt that I got from them online. I would never recommend anyone do business with this untrustworthy company. They have the big percentage of the furniture market in KC and they sure act like it. I told them I would not accept delivery of the furniture, so they lost a sale over some stupid snafu. Funny isn't it, that they don't make you verify anything to place an order and use their credit card but when it comes to cancelling, they want it verified. So unprofessional! They use bully tactics.

The line item list of purchases on the invoice indicates that the required $99.00 mattress cover is "FINAL SALE." It does not mention that the $2,000 base is also a final sale; that information is buried in the print below and was not ever brought to our attention by the salesman at the point of sale. While the manager did agree to accept a return of the mattress, he insisted that there would be a $400 usage fee for returning the previously stated $2,000 un-returnable adjustable base. This after one night's sleep??? Or should I say "lack of sleep?" We had planned to purchase additional furniture, but this experience is unacceptable and we will buy from local retailers who are more concerned with customers than NFM appears to be.

We are now being told next date they may expect to receive our order is now 29 September. In other words they just pull dates from thin air to appease you and sit back and hope your furniture comes in soon. All I really want to know is what the order status is and any other furniture store is able to provide such a status. I have sent an email this morning in hopes to get a clearer response rather than run around in circles for over 45 minutes. I'm not sure what can be done at this point, however, the public must beware and an investigation into their business practices is certainly justified.

She started apologizing and wanting to know if it was anything she could do to change my mind and I said no. She said that I was 13 of 14 deliveries and he was on #9 and this was at 1830. l told her at that rate he wouldn't get to my house until midnight so go ahead and cancel my order. She told me my refund would take 7 to 10 days depending on my bank. I went to get something to eat and got back home. And as soon as I closed my door someone was knocking on my door and it was the delivery guy, and this was 30 minutes after I cancelled my order at 1905. I told him I had cancelled that order and he had me sign his paperwork saying the order had been cancelled.

1stly, it doesn't seem safe to do such a thing and second, why spend $150 on a mattress protector when I have my own? I mean honestly, how does the store even know you put the protector on the mattress? To top that off they are mostly terry cloth mattress protectors so it's like putting a wash rag on your bed. Needles to say I have the mattress at home now and I declined the protector due to the fact I had my own and I didn't have the extra money to purchase the protector, which to me seems to be just another sales ploy to get more money out of you.

I called customer service today, 07/28/15 and the female agent basically said that if I wanted to bring the mattress back, I had to pay a 25% restocking fee which amounts to almost $200 and sorry! I'm beyond disbelief with this store. I'm disappointed and will never ever purchase another item from this store. I didn't check the reviews prior. Hundreds of 1-star reviews with hundreds of complaints reading not to ever buy from this store. Worst customer service and policies ever! Now I have to suffer with a really hard mattress that I was assured was the "right fit" for me by one of their great sales reps. I recommend not ever purchasing a mattress set from this store and read reviews about a company before you purchase. On a side note, I'm now sleeping on my couch and the mattress is useless...

This was not the first time it took more than 15 minutes for me to pick up something that we had purchased. Our first purchase of a mirror and chair took over 45 minutes and we were only 1 of maybe 15 cars waiting on stuff that day. I told the gentleman helping me to cancel my order because I did not need NF stuff that bad that I needed to wait a whole hour and a half and sit in the 101 degree weather for it. I had my ordered cancelled, we left and we'll never be back and will tell anyone who ask about NF not to go there.

Original Review: July 23, 2015

Special ordered living room set (only special because I chose the fabric from their selections) in May for mid-June delivery. Every other week they tell me it's another 2 weeks out. Refuse full refund claiming I owe a 25% restocking fee. They did not comply with the terms of the sale agreement, not me. They should pay me 25% for the inconvenience. DO NOT ORDER ANYTHING FROM THIS STORE - NOT CURRENTLY IN STOCK IN THEIR WAREHOUSE. They will screw you over with no recourse. Except they may find themselves in small claims court over this one as it was a VERY expensive set of furniture.

I did call as soon as I noticed the flaws and they said they would be delivering two brand New pieces in 1 week. I am happy with the way they handled this. I just am concerned that they are giving used furniture to customers. I really think they forgot to take the yellow tag off and if they wouldn't have we would have been stoked. I would have had them replace it regardless because of the mechanics already having trouble. The only reason I gave a 2 is because my husband said our delivery men were very respectful and delivered on time. I had no issues with customer service, they had no reservations about replacing out the Couch and Loveseat. My only hope is that it is actually new and not refurbished furniture. I have to admit I am Leery of even getting the furniture after reading all the reviews.

The two rolls of carpet used are not from the same dye. Re-seaming will not correct issue! New carpet is needed or refund the cost of the carpet. Extremely difficult to get Nebraska Customer Complaint Department to escalate getting this resolved. Calling Nebraska's Customer/Complaint Support Center is a time consuming process. Have to wait on hold for lengthy periods of time and then repeat your issue in detail each time you call!!!

They called their office to explain that additional parts were needed due to damage created by the previous delivery people. The driver was told that they would send another truck out with all the needed parts. When asked when they would come, I was told I would get a call. A day goes by and I finally get a call and the caller says they can't come out for another week. When I questioned why I had to wait so long for an issue their people created, I was told that they couldn't find a driver who wanted to come out as far as my home was! What? Wait a minute. The drivers even if subcontracted, work for NFM. They go where they are told, so I thought.

I explained to the guy that when this first problem arose, they had someone out in two days. The problem isn't resolved and now I have to wait a week because no one wants to drive out this far? He tells me that he would check with his people and call me back. I never got a call back. Two days later I received an automatic call telling me that my delivery will arrive on a date that was a week out. This is ridiculous. So a two week furniture delivery turns into three & a half weeks with still no bed set. Tomorrow they are suppose to come with all the new parts & pieces. We'll see. If not, they can take everything back and refund my money!

They really need to figure out how to deliver what people purchase without it getting damaged. When I purchase something new, I expect it to arrive new... Not looking like I bought it at a scratch and dent sale! I am extremely disappointed in my experience and will have to think long and hard before making another purchase at Nebraska Furniture Mart and using their delivery service!

Updated on 07/19/2015

I was waiting for the fourth set to arrive. It arrived today and imagine my surprise when it too arrived damaged... WHAT IS GOING ON?!?! I really thought they were joking when they told me they weren't going to bring it in because it was damaged, sadly they weren't. They said dispatch would call and reschedule a delivery. They called but it was as if this being the fifth set scheduled to be delivered was a common occurrence. No heartfelt apologies, no "I'll have you speak to a supervisor," just... "We'll schedule another delivery for next Tuesday." I called the store, spoke with the appliance manager. He said he would speak with the two store manager I'd previously spoke with and one of them would return my call. I've tried so hard to be nice, patient, and understanding, but my patience is coming to an end!

About six months ago we bought a Bosch dishwasher and the first one they brought to our home was damaged so they replaced it. Two months later the Bosch service people had to come out and replace a damaged electronic card. I asked to speak to the manager and he would not talk to me instead I was told he would call since this store prides itself on service. I have not heard from him. My two experiences with NFM has been terrible. I will not buy anything else from NFM, and I definitely don't recommend them.

Anyways on to my point. We just bought a new mattress and now my son it getting eaten alive by bugs.. I have pretty much cleaned/washed everything on his bed in extremely HOT water and he's still getting bit. My dr asked me "Have you changed anything".. I said "Yes, we just bought a new mattress". Well we are almost 99% positive that the bugs are coming from his NEW mattress. I am so mad and sad and just hurt because my little baby is being eaten up by bugs that are coming from the new mattress we bought him.

So I call customer service yesterday and I was dumbfounded by the fact that they "can't do anything". ARE YOU ** KIDDING ME. I said to the manager "So you're telling me that your not going to do anything for me.. And that I pretty much need to throw away our new mattress and buy a new one?" He said "No ma'am, that's not what I'm saying". Well **, which was the manager's name and he did tell me that he is the only ** there also, it's not like I can't just go buy another mattress. Of course I can.. But why would I buy another one when I just bought one.

Well I will not let this stand.. I will do whatever I have to do to make it know that they cannot do this to people. Most likely because they don't want it to go around that they have bugs... The bugs might not have come from their warehouse and I'm not saying that they did. I really don't care where they came from. I just want a new mattress that doesn't have bugs so my son doesn't get eaten alive while he's sleeping. So I am doing this for all the people who when they buy a new mattress they want it to be new and bug-less.. And for the people who can't just "go buy a new mattress".

My advice is to think long & hard if you want be that 1 in 5 deliveries that has gone wrong. As the saying goes; you do not get a second chance to make a first impression. As a customer, I am accountable to meet agreed upon delivery windows; as a Company you have a responsibility to meet your obligations. NFM has failed on so many levels today, that I would consider my next major investment with other Retailers. Currently, I have another purchase on backlog. Once this problem has been resolved; I will be canceling the backorder transaction. As I am typing this, I just received a phone call stating that after missing a 2-4 PM delivery window and it now being 9 PM; the driver will not be making the delivery this evening. NFM, your actions and lack of respect for your customer's time and monetary investment is inexcusable!

I/We were finally able to get a hold of ** (Texas District Regional Manager) and was told that he did not receive any word of this past week of our situation/problem. We again went through all of our issues with the delivery / customer service / drivers, etc. and he asked us what we would like to happen. At that point I couldn't believe he was asking this, as a district manager (I believe) should be saying that this is what he is going to do (very immediate/potently). However, while our conversation was going on and on I finally said, "Just come and pick up your stuff." And without any hesitation he replied saying, "When do you want me to have it picked up?"

I would REALLY appreciate someone looking into ALL the complaints that I have even found with this company. If they are the world's largest furniture company from Nebraska and majority-owned by Warren Buffett, then I would expect this company to have a LOT more customer satisfaction than what I and others have experienced.

BUT this year, we had order #** and purchased over $2,161.81 worth of tile for a backsplash for our kitchen. This included labor of $605.00. We waited literally months for them to install it and NEVER got a call back from them. We FINALLY went and asked for a refund for the labor and decided we’d have someone local install it. They said they measured our kitchen on January 9, 2015 and figured what we’d need to buy for backsplash. Like a dummy, I ASSUMED they knew what they were doing! WE FINALLY got our backsplash installed yesterday. It took three days and two guys to do it. And, of course, they charged over 1 1/2 times what Nebraska Furniture Mart was going to, but at least they COMPLETED the job. Nebraska Furniture Mart didn’t care a bit that they didn’t even contact us EVER to install this. I feel like that is reason enough to not be happy!!

We had 210 inches X 3 squares/4 is 160 tiles that we needed. Well, they sold us 279 tiles!!! I WISH I’d figured this at the time myself and not trusted them!! We have bought so much carpeting and flooring from them and they haven’t made a huge error like that before, with us anyway. Today, we called and asked if we could return the tiles we didn’t need. They said ONLY if the boxes were unopened and with a 25% restocking fee!!!! WELL, when we picked up the tile, the man who brought the tile out to us, kindly opened the boxes – all three of them, and counted each and every tile to make sure they weren’t broken and that we got what we paid for!!!

Our carpenters told me Wednesday that they needed 3 more pieces of a special tile that we put in the middle of the regular tile to make it extra special. I called Kansas City and Omaha and they each had three of these pieces in stock. Since we live in Missouri and are closer to Omaha, I drove up there and picked up the three pieces they needed. Well, of course, they only needed one piece. I would have thought they could have figured it better. I would like to return the two pieces that I know were not special ordered for us along with all the extra tiles we have WITHOUT a 25% restocking fee!!!

I assume most of the order was special order since they are charging the restocking fee, but apparently, they always have three in stock maybe for people like us that might need extra, I’m not sure. THEY NEED TO HAVE A NEW POLICY AND CARE ABOUT THEIR CUSTOMERS!!! This is ridiculous and not even a nice way to do business at all!!! I’m sure this doesn’t matter, but we have been long time Berkshire-Hathaway stockholders.

I contacted NFM today about the splitting and spoke with 4 different people in customer service, including 2 supervisors and they all told me that they go by the original purchase date and not the replacement date and since it had been almost two years ago that they would not refund or replace the furniture. I asked them why, since I had only had the newer furniture for less than a year, and the stickers on the furniture indicated that they had been made a few months earlier from when they were replaced in 2014. They said that they go by their manufacturer policy, which is that furniture is replaced within the first year, and after the first year, regardless of whether it's been replaced with newer furniture, they go by the original purchase date. After that, there's nothing they will do.

I asked them how they could replace defective furniture with defective furniture, and then stand by their manufacturers and their policies and not their customers when they sell them defective furniture. It is absolutely not right that they can do this to their customers. We've had this new set of furniture less than a year, and now it is basically worthless. Their only offer was "Special Pricing" on new tables. I shouldn't have to spend more money because they refuse to make this right. To me, that was insulting. I am absolutely livid about this whole ordeal! This is completely unacceptable! BUYER BEWARE!! It is apparent to me that NFM will stand by their manufacturers and their policies, but not their customers!! We had always enjoyed going to NFM to shop, but we are NEVER setting foot in that store again! I'm canceling our credit with them and we are washing our hands off that company!

So, the chair, at less than three months old, breaks but it may be well over two months to get it repaired! NFB assured me today that they would offer no other options to me. So my new chair sets here as a paper weight, unusable and NFB could care less. We have no kids in the house, just my wife and I so the chairs are well taken care of. Their ad says "we care about service" but this example shows that those words are simply advertising and have no meaning. What they care about is selling you something and if it breaks, that's tough. You'll just have to take what they'll give you! Horrible service from this billion dollar company!

I was on the phone with customer service on hold for 40 minutes. They finally refunded the $60 to take the old one away (good thing since they didn't actually do that!) and the delivery charge. But I still have the sectional thrown in my yard!!! They apologized a lot but were not solutions oriented. Isn't any old furniture unsanitary to have with new furniture? Seriously! I posted this on facebook and others had a similar experience specifically with delivery. Their selection was good but DANG that time I wasted on this today was insane. AND the yahoos have to come back on Monday to deliver the other piece. I'm wasting 2 days trying to get my stuff that I paid a lot of money for!

Donna called on Tuesday Feb 17, 2015 to find out what the beef was about, and finally she said if you get the (pink slips) from the store and give them to her she would get the paper redone and give us the credit. She told her crony Francisco ** store manager that you never can find at the store to call and tell me that unless every item purchased had a discount coming they would not redo the paperwork and that in the end we would owe them ten dollars after all of the discounts were re-figured. I told him to send the truck and pick up his ** and refund my down payment, and my payment of three hundred dollars and three hundred dollars for the Guardsman protection paid out of my pocket and he said no way.

I believe two end tables for 112.00 each and two 159.99 recliners should equal the ** and hassle and the no refund. DON'T FINANCE WITH THESE PEOPLE, AND PASS THE WORD TO ALL OF YOUR FAMILIES AD FRIENDS. BOYCOTT ACCEPTANCE NOW AT ALL OF THEIR LOCATIONS, THEY ARE A RIPOFF COMPANY...

My husband has decided to call the warehouse, to find out why they are saying now this is a special order, and why they cannot deliver the one the saleslady told us was sitting in the warehouse. (Personally I think they sold it to someone who could take it right away, thinking they could give us a lie.) I mean how could the saleslady even schedule a delivery if what the warehouse says is right (special order). I have had things on back order before and the sales clerk has ALWAYS let us know. So really--the day before they "discover" whoops “we have a special order due tomorrow”--that isn't shipped until Friday???!! I am pretty sure they knew of this WAY before today!!

I am so ready to give up going to them anymore. They know that they are one of the better furniture stores, so they treat their customers like crap. I really am done with them. And if anyone is thinking of going there, I would really think of going somewhere else. This has not just happened to me. My co-worker had them reschedule her stove delivery 3 times! Poor excuse for customer service!!!! From a rather irate (uncared for) customer.

My issue with this I am a business man but if a person losing their wallet has a two picture ID's why would you give them such a hard time? I am a professional black man and this was just flat out ridiculous! If I wasn't Michael ** like both ID's clearly said, how would I know Michael ** had a Nebraska Furniture Mart card. Why would I come in to get one. A little common sense should have been applied and it was disappointing to me as I like shopping there that the lady manager was clearly incompetent. I found it disappointing to have to go the top meaning that was the best they had and for her to handle that situation as poorly and unprofessionally as she did.

The lady over the phone even seemed a little stunned by how difficult they made it at the store in KC Legends with two valid ID's. I can appreciate security and trying to make sure but two forms of legal ID that would be accepted anywhere in Kansas - they even tell you at the DMV to keep it for a spare when they clip the side. I was like how would I get this with my picture looking exactly like me, my name and come in here? Absolutely baffling of the manager's incompetence she inconvenienced me so much taking about half an hour of my time something that should of taken 5 minutes. I am still upset the next day. I hope something comes from this so it does not happen to someone else because this situation was almost unbelievable and if you were to see the two valid legal ID's I had you would agree.

I spoke with customer service, manager offered repair of product, told its normal wear and tear. I disagreed and told her its a defective inferior product and I would rather get store credit and purchase a more expensive better quality product. I was told all they could offer was repair after further discussion offered refund minus 20%, I did not like that as product is defective and I offered 10%. Told no way. They could only offer me repair of product which I believe to be defective and of poor quality.

As a single household individual you would think spending $1800 on a purchase would mean quality but I guess not. I am a normal weight man don't have kids and use only few hours a week. I have to wait 6 to 8 weeks for new core cushions to come in then an additional 7 to 10 days for repair. Not at all satisfied with service nor product but they would not budge on credit. I will wait for repair for product that is poor and inferior. Rather return for full refund and take my money elsewhere. Beware of what you buy or you too may be unhappy.

I would have not had a problem with keeping the old backs, I just felt they were being dishonest and scoping out my house to rob later. I specifically called in and asked not to haul my couch vertical because they damaged the arm on the first couch. Well, guess what, they hauled it vertically again and stated they have to get everything jammed in the truck so they haul them vertically so to make everything fit. I guess it does not matter to them they damaged a second $1,500 couch. I am tired of dealing with them and will never buy from them again! I hope this helps someone else out there.

I could not believe that she did not care about my excellent history with them over the past year. She said that she is not saying that a decision is only made of the credit report, but that her only requirement to determine an increase is to check the report. Is that talking in circles? She is saying something but not saying it. She said that for a few other questions also. When I asked her if my credit report was bad, if she would have deleted my account without taking into account my history with NFM. She replied that her only requirement is to check the credit report.

In short, I do not really care about the outcome. What I am complaining about is that based on the conversation from Kelly, NFM does not care about my relationship with them. So, why should I spend my money with a company that does not care that I want to spend my money with them. There are so many companies that offer great home furnishings and would love to have my money. Where you spend your money matters, and there are other companies that can offer what NFM does. Next time I shop, I will keep that in the back of my mind.

I recently ran my credit report only to find it still on my record showing as unpaid and accruing. I feel I have gone to great lengths trying to get this matter cleared, even giving them a copy of the cashier’s check and again being promised that they would remove this from the credit agencies. It is still on my record with all major agencies showing unpaid and accruing. I want this removed for it is damaging my credit. I am able to send you a copy of the cashier’s check if it is requested.

But lastly, we were promised that all items will be delivered on the due date. Unfortunately, two items were missing, and we were given $107 off from our total order of more than $5K, and next delivery date of one month later. Also, certain pieces from our beds were missing and we were told that we should not use the beds now, and those will also be fixed at our next delivery i.e. a month later.

We were given free delivery ($223) as a compensation. Now, a month later, the missing parts were still missing, and the beds remain unfixed although the missing items in furniture were delivered a month later. Now, we are told that a local furniture store will be contacted for the missing parts and will fix it. It has not happened and now they say that it will be fixed a month later.

My questions/concerns are: could they have contacted the local store a month earlier? Who is responsible to ensure customer satisfaction (a few dollars compensation really covers your professionalism)? We slept and continue to sleep on floor for more than a month, just waiting for the missing furniture parts due to lack of quality management or so by NFM.

Every time a delivery is scheduled, we have to delay our work schedules since it is only on a weekday and then face the frustration of delivery problems. This was our first experience with NFM, and I am so sorry to say that it was extremely surprising that professionalism and customer satisfaction are least of the concerns of an organization of such a size.

My trip to Omaha to visit the store was definitely not worth the frustration and hassle of dealing with this company. Given my frustration, I wrote to NFM customer support, and Kimberly, a company rep states that "An exchange was set-up for you for next month and there are no sooner dates available. You were given compensation and sorry for the frustration." What the hell does that mean? I wrote her back that I would be content if you could please take away the order back, so that I can choose a more reliable and trustworthy store. I do not want to deal with your company!

I chose the GE brand because I heard they had a good rating. I am disappointed in my experience with GE. I had so many other brands to choose from. I call for repair and they charge you a coming out fee plus. It’s only been two years or less and the product is having problems? Just disappointed!

We called Nebraska Furniture Mart. They told us there is nothing they can do until the sagging is more than 3 inches deep. One week later, the sagging reached more than 3 inches. We are very disappointed with Sealy.

We were so happy we were finally able to upgrade (or so we thought) our children’s mattresses from a $120 mattress to a more than $320 mattress. They had the cheaper mattresses for 10 and 7 years and with fewer problems than the new ones. That is really a big disappointment for everybody in our family.

I felt that will burn my grandkids. I don't want to make it hotter from the hot water heater. I read the consumer affairs about their dishwasher. A lot people have said something about them causing fire. Nebraska won’t back this product. They have sold me something that is unsafe. Why should I have something new that needs all this work? 30 days is not long enough to find out that there is really something wrong.

I had my other dishwasher for 20 years and didn’t have this many problems. This resulted to high bills. It makes my husband upset to worry about something that need this much work. He has COPD. He had to go to bed after the repairman left.

I ask for a replacement. He called me back later today 09/30/2010 and told me they would not replace it because it had been tampered with. I again assured him it was not by us. I had sent it in to Microsoft Xbox to be repaired. It had a warranty on it so why should I tamper with it. I don't know a thing about them anyway. Xbox sent it back not repaired. I told Andy, it had to been that way when they sold it to me, he would not listen. Said he was going to take Xbox's side. This box was not tampered with here in my home. I only did what I was told to do to get it repaired. It was under warranty. Why the heck would I mess with it? The unit was only 2 months old at the time I sent it to Xbox. I'm 60 years old. Don't know a thing about these units but to just change the disk for my sons so they can play their games. I need some help here. They have my money but won't do the right thing and fix this lemon they sold me.

I immediately called Maytag's line. They claimed that they scheduled a service appointment. No one showed, so I had to call again. I was told at that time that there was a computer glitch and I would have to wait two more days for a second appointment. I asked them to contact someone else, but they refused. When I spoke with a supervisor, I was given the name and number of four service companies in the area that I could call myself. I was also told that none of them would do same-day service and discouraged from trying. I tried anyway and got lucky with Don Allen's service of Raytown, Missouri. He came out immediately, and soon diagnosed the problem as a defrost mechanism malfunction. He said there were three things that could be replaced involving the defrost controls, and between March and July, he replaced all three parts: the defrost thermostat, heater, and the control board.

The problem continued, but Maytag refused to proceed with the lemon clause and insisted on a "second opinion." Their second opinion, a Turner Consumer Services based in Kansas, came out on July 11, 2008. They could find no other problems but decided to let some freon out of the compressor out of desperation to find something they could "fix." In the course of their visit, they also confirmed that the tech line for Maytag had the incorrect control board part number as was stated by my first repairman as well. This costed us an extra month to month-and-a-half of waiting, between the ordering and waiting process to finally getting the right part.

On Wednesday, July 16, when I called in to report that the problem has persisted, despite the already six service visits and five months of waiting, I was told that the "Exchange Department would call me withing 24-48 hours." They called the following morning (Thursday, July 17), stating that they would forward an exchange request to Nebraska Furniture Mart by email. As of the end of the business day, Nebraska Furniture Mart had not received said email. With all of that history, one can see this has been an unbelievably long-drawn-out process. In addition, at this point, we feel like we're being hung out to dry and Maytag seems to be dragging their feet.

2) The second complaint has to do with the conversation I had with a Debbie B. (ID #8276) on Wednesday, July 16, at approximately 10:30 a.m. (CST). I was calling in to report the persisting problem. Although I was admittedly stressed and upset when she, a supervisor at customer support or customer relations, received my call, she was short with me from the beginning. She did absolutely nothing to diffuse the situation; in fact, her demeanor and her spoken words did everything possible to exacerbate the situation. When I pointed out that I was disappointed in Maytag, she did nothing to try to provide comfort.

When I asked her to stop interrupting, she took that opportunity to complain that I was interrupting her. If that's true, and I can't really remember "who started it," my understanding was that I was the one calling in for support, and I had legitimate reason to be upset. I, after all, am the one spending my time waiting on the phone for someone to talk to me. I'm the one spending time with service calls and then service visits. And I'm the one who has to take everything out of the refrigerator once a week so I can manually defrost it. Then I'm the one cleaning up the mess it leaves once it has defrosted. I have a growing family of four, and I have to go back and forth to the garage to cook, because that's where the majority of food now has to be stored in a spare refrigerator. So why am I expected to be polite and happy when I call in to the support line?

I feel like the "support" I received from Ms. B. was unfeeling, unprofessional, and certainly not acceptable. It would be nice if the Maytag company would review our taped conversation and provide support to any employees who can't handle their current position. There has been a loss of food items. When it can't fit in the spare refrigerator, we have to throw it away. However, thankfully, this loss is under $100 due to our careful planning. There has been a lot of water from the manual defrost; however, we have minimal buckling on the hardwood floor, as we have tried to stay diligent in cleaning up the messes. The real consequences are a severe disappointment in both the refrigerator and the support we've received from this company. It feels terrible when you know that you're just not heard. That's how we feel regarding Maytag: disappointed, but nobody there cares!

Also, the decking material on part of the couch has split under normal use, and all NFM did was to ship me the replacement decking material, which will have to be installed by a professional reupholster. We were given no direction as to who we should take the sofa to for the work to be done, nor was there any indication that NFM was going to pay for the reupholstery work.

Paid $900 for a sectional sofa that now looks shabby and has plastic piping sticking out all over it. People including our children have been poked by this piping when they sit or lie down on the couch.