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map-marker Wichita, Kansas

Worst experience Ever

Nebraska Furniture Mart - Worst experience Ever

After ordering and being told it would be a month before our delivery date, we were okay with this. A month passed and 2 days before the delivery we were called and said our order would be another month.

We weren't all that happy with the news, being that we had no bedroom furniture or living room furniture, we really needed it. But it was exactly what we wanted so we were still excited to get our stuff even if we had to wait over 2 months to receive it. So yesterday was our delivery date. Our delivery time was between 9-11am, a little after 1:00pm the delivery truck showed up to our house.

When the delivery men showed up with our stuff is when the real problems started. They started by taking the nightstands upstairs and then back down to get the bed. As they were taking the bed upstairs, the delivery man said, (in front of my 7 year old son) I can't believe we aren't getting Mother *** raises from this company. After getting the bed upstairs I went up to show them where to set it up, and the man said, "***, it's hot in this house, do you guys ever turn on your air conditioner?" I was already pissed about their language at this point, so I just went back downstairs, hoping they would hurry up and be out of my house.

It was uncomfortable for me to have my family there. After getting the dresser upstairs they came and delivered the TV stand/entertainment center to our living room. I had gone upstairs to see the bed put together and noticed the top of one of the nightstands had what looked like someone peeled a sticker off the entire top of the nightstand. I asked them about it, and they said yeah, you probably need to go get some goo be gone and clean that up.

tensions were definitely mounting at this point. They were getting ready to leave and I went to check out the tv stand, none of the drawers were shutting all the way. The guy said that is the way they are suppose to be and then left. So I called customer care to explain the situation.

After being bounced from customer care agent, they passed me on to a "manager", after explaining the entire situation again, they needed to pass me on to a "supervisor" where I explained my situation for a third time and being on hold for close to 10 minutes. Finally talked to someone that was taking notes on what was going on, and she was suppose to be a supervisor, however as I get in to what happened she had to go and talk with a supervisor. Finally she said she was going to transfer me, I am guessing to whomever she was talking to. And after about 45 minutes on the phone with these people, she hung up on me or we were disconnected somehow.

I called back and I told the girl that answered the phone I needed to go straight to a supervisor as I was told, she said she needed to know the problem, so I explained at length what the problem was for a fourth time, and tot he first agents credit, she asked that I be put back on the line with her. Let me be clear, this agent I talked with was extraordinarily nice, apologetic, and did her job very well. But I had finally had enough and just told them to come back and get all the furniture, as I was not going to have brand new broken furniture in my home. She explained they could send a service call out to my home because actually what had happened to the nightstand was over finished from the manufacturer, and she assured me the drawers on the entertainment TV cabinet were most likely just not aligned correctly.

If this had been the only issue, I probably would have taken them up on the service call and just had it done that way, but the culmination of everything I had been through trying to order all of this furniture was too much. I told her again, I just want this stuff out of my house. So she went back to her supervisor and came back on the line and said we would love to just waive the delivery fee of $99 and offer us a $50 gift certificate to Nebraska Furniture Mart, I thanked them for the offer, but even if they would have said the stuff is free, at this point I wanted it out of my house, and for me to pay money for the delivery service I received was laughable in the first place. So I reiterated that I would just rather them come and take everything.

So back to the supervisor, about 5 minutes later she returned to the line and said, we would be happy to do that, the only thing is that this furniture is special order and there is a re-stocking fee associated with returning the furniture. So I asked what that fee was going to be, and she said 25% of the purchase price. Fed up with the whole situation and about 7 hours of my day wasted, I explained to this kind woman that I realized was doing everything she could within her power to help me, that there as no way I was paying 25% for the janky furniture that was sitting in my house. We are certainly not a storage facility for broken furniture.

So back to supervisor she went. About 5 more minutes later, she came back to phone and said they would waive the re-stocking fee and they would come and pick the furniture up. But this nightmare still isn't over, because that was on October 30th, and the first and only available date for them to pick up the furniture is November 13th. And I don't have any choice in that matter.

So I have a dresser blocking my children's bedroom doors, a bed set up that will have to be taken apart, 2 nightstands, one that looks like it was straight from a college dorm garage sale, and a TV stand in the middle of my living room. What am I suppose to do with all of this stuff for 2 weeks? I guess we are just going to have to live around it, because I don't have room in my house to have all of this laying around. I am just hoping that when they finally come pick this furniture up, they send someone other than who they had deliver it.

I can not wait for them to be there to get this out of my house, and be done with Nebraska Furniture Mart forever. I am sure there a lot of people with very good experiences with NFM, but for me and my family and what we have been put through, I will make sure let folks know what they are getting in to and then let them make an informed decision about whether they want to take a chance with NFM. So we are back at square one, starting the painful process of furniture shopping once again. This time and in the future, we will do what we knew we should have done and shopped local, rather than looking for the best price.

I will happily pay extra for better customer service, better quality, and far fewer headaches. I can not tell you enough how disappointed I am with Nebraska Furniture Mart, and the products they delivered to my home.

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6 comments
Guest

Actually it sounds like NFM tired hard to do what is right. The delivery team seems to be the issue.

I understand it is frustrating and sorry you had to endure it. I hope it worked out in the end.

Guest

I had a similar experience when the contract movers that the mart hired severely scratched up the furniture when they were putting it together. The delievery person, stated that the furniture was not good quality.The Mart did come and take the furniture back, but I never checked to see if they charged me a restocking fee.

To be honest, I was afraid to complain about the delivery guys because I was afraid that they might retaliate, since they knew where I lived.

Guest

Hello- I first and foremost want to apologize for your experience with us. I have left you a voicemail with my contact information so we can work to get your concerns addressed.

I am a manager in our Home Office and want to make sure that this doesnt happen again. Talk to you soon!

Nicholas P

Shane R Ofu
reply icon Replying to comment of Guest-563031

You want to know what a contract is? A contract is when you agree to do something and someone else agrees to do something else.

As soon as that contract is broken then the deal is off. I would have taken all of that furniture and put it up for sale in a garge sale for about 5 dollars a piece and then told NFM to go *** themselves and if they didn't like it then to take you to small claims court. Make sure you take pictures though! Hope you got this taken care of.

I wouldn't be writing all of this but they pissed me off too. Good luck.

Guest
reply icon Replying to comment of Shane R Ofu

Sure, that's a great plan...assume you will pay the customer's legal bills and for their new furniture when the lose the case?

Guest
reply icon Replying to comment of Shane R Ofu

awweee you poor thing!

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Anonymous
map-marker Des Moines, Iowa

DO NOT PURCHASE TILE FROM THIS COMPANY

We have had two tile showers installed by NFC, both have had leaking issues into the walls and basement below. The second shower was reported within three months of installation and they had the installer come and CAULK the tile becuase the pan was leaking. When I reported leaking to there customer service dept. they did not return my calls, and eventually called three years later to say that they will not help us because we are outside of the 1 yr warranty period. Then they said it was our fault because we didn't go in there and demand attention on the matter. Refused to compensate us for labor or materials.
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Loss:
$5000
Jessica Ftd

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Verified Reviewer
| map-marker Blair, Nebraska

Selling warranties through Guardsman that are not honored!!!

I purchased the protect-a-bed through Nebraska Furniture Mart, which then uses Guardsman, to carry out their warranty of the product. The damage occured on the protect-a-bed in October of 2012, but I was pregnant with serious complications at the time, that I missed my 10 day window to return the service request form back to them to get it replaced. When I finally got settled back in at home after the very early and problematic birth of my son, I called Guardsman to make sure I could still submit the paperwork, to which they agreed I could. Today, I received an email from them denying the request to replace the product due to the service request form not being turned in within the 10 day window of the original damage. So, I called them to explain to them why it took so long and they still said there was nothing they could do. So, I decided to call Nebraska Furniture Mart's furniture department to try to get it replaced or resolved with them. Krista, said NFM could and would not replace it, and also called Guardsman to try to have them resolve the issue with them directly, but they refused. I paid for this service expecting that if I submit the necessary paperwork, that the product would be replaced. I paid for the 3 package of the protect-a-bed knowing that with a 20 year warranty on the bed itself, that I wanted to keep the mattress in tip top shape to prevent damage with life's events that could damage it. I didn't expect to be so poorly treated by NFM and Guardsman on this issue. The day of the damage, I washed the protect-a-bed as directed but forgot to change the temp on the dryer from high heat to medium heat until minutes later. By then, the damage had been done. *** was ripped in the fabric and the two layers of fabric came apart, making it no longer able to protect the mattress from stains, etc. When Krista from NFM called Guardsman, they changed the reason they gave me for denying the replacement from missing the 10 day window to submit the service request form to "it improperly being dried." So, they said the warranty was then voided and I was "out of luck." I never received any paperwork stating what was and was not covered for warranty claims either. I have since filed a BBB complaint on them.
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Loss:
$75
Anonymous
map-marker Topeka, Kansas

Misleading rewards cards

I purchased iPods at NFM and received two reward cards. However, you have to use the entire amount in one purchase - fine print I didn't read.

I went to customer service to find out what happened to my remaining $68 balance. The person kept me waiting 4 minutes then came out with 2 supervisors to explain how NFM screwed me. I can only guess that she had back up because other angry customers probably snapped on her.

I wanted to...but I've decided to take my business elsewhere. I can get my next tv from Walmart or Amazon and get a fair deal

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Loss:
$68
1 comment
Guest

Let's get this straight:

You bought two iPods and received a reward card with each.

The rewards cards have a disclaimer on the back which you chose not to read.

You are now upset with a company for not giving you free in-store credit that you willfully gave up.

You went on the internet to bad mouth the company, but fully admitted that you didn't attempt to read how the reward card worked.

You need to understand something:

You are an *** and just showed everybody why you shouldn't be able to reproduce.

Anonymous
map-marker Mission, Kansas

SOLD ME DAMAGED AND USED GOODS

Nebraska Furniture Mart - SOLD ME DAMAGED AND USED GOODS
Nebraska Furniture Mart - SOLD ME DAMAGED AND USED GOODS - Image 2

NFM sold me a new table during the loyalty pricing event. I paid cash for the table and had to wait a week for delivery.

Once it was delivered and shortly after the delivery crew had left we noticed the table was damaged. After calling them they agreed to replace the table after I wait another week. When preparing to have the table picked up I checked the lower drawer. To my surprise there were 2 broken casters (which most likely went to the table) and a childs toy.

THEY ARE SELLING USED FURNITURE. I am in disbelief that they sold me damaged and used goods under the false pretense that they were delivering a new table. DO NOT DO BUSINESS WITH THESE CROOKS. the quality of their furniture is bad enough but the fact that they will slip you broken and used goods and be okay with that as a company is absolutely unacceptable.

When attempting to email their customer complaint department the email is "unavailable".

I have spent thousands of dollars with NFM but they will not get another dollar from me. DO NOT DO BUSINESS WITH NFM THEY ARE CROOKED.

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2 comments
Guest

I enjoy the fact that NFM said they would exchange it, Whats the problem. *** happens.

Guest

I'm more worried about why you would buy that coffee table... Grandpa called and he wants his taste in furniture back!

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Anonymous
map-marker San Mateo, California

Outdoor Patio Furniture

I purchased a outdoor patio set for over $1100. The table top warped and when I called NFM said it was over 12 months old (under 13 months old) and that the table was to be kept inside and covered to avoid issues. I had covered the table over the winter but was never told to keep the outdoor table inside. When I said I covered the table they said there could have still been snow on top the cover. They will offer no assistance to a 25 year customer. I have to say I do not trust them.
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Loss:
$1000
Anonymous
map-marker Liberty, Missouri

Replacement warranty is a SCAM

I purchased the Eureka Bagless Airexcel vacuum along with a extened 1 year replacement warranty. The sales person sold me on this as she said, should ANYTHING happen to your vacuum just bring it in, we will exchange it for a new one, no questions asked. I had something break on the inside of the vacuum that helps secure the belt. This was not caused by use. I tried to return to NFM, who said they couldnt help me I would need to call Assurant. which i did only for them to tell me that it has to be mechanical or electrical failure. They do not consider this mechanicl???????? SCAM!!!!!!!!!
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Loss:
$120
1 comment
Guest

Was in market for a new w/d since my old one quit. Bought new one from NFM on 1/10/20.

This was not a special order item but salesman said the item was not in stock. Fine. But would be delivered on 1/20. That day came no call no show from NFM!

Paper work given at time of purchase states that NFM will call by 10am to set up final time. At 11am i called them said item will be delayed until 1/25. They call on 1/24 to delay until 1/28. They call on 1/27 to delay until 1/31.

Three weeks of delays and different excuses.

In three weeks spent plenty of time and money at laundry mat. Feel that NFM is just a large company that doesnt care anymore.

Anonymous
map-marker Omaha, Nebraska

Misleading and FALSE ads.

I went to nfm to purchase their bed thats advertised for 149.99.

Both the ads online and printed store stated its only 149.99 EACH.

No fine print or anything about it. Turn out u have to purchased BOTH box n spring for it. Drove all away to find suprises like that. Even their sales person could not find any fine print that stated that.a

Called the customer care and they dont even have any empathy for me because they are NFM. The person named Derek said unapologetic sorry and thats it.

What a robot. Wont even offer free delivery/haul away even though its their fault and the ads were every where on the store.

Wonderful sales person in store ; terrible customer care behind it.

Even troubled company like best buy always honor misprinted ads.

I expect this kind of care from wallmart but not NFM. Unfortunately they do offer the best price but i guess the sign at the door was right.

Will not be undersold. Value over service.

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Loss:
$300
Dominika Njd
map-marker Omaha, Nebraska

Sent to collections over $15

My bank somehow managed to screw up my last $15 payment due on my financing and it didn't make it. They instantly send my account to a collection agency the day after it was due, tack on a $50 late fee, and despite my showing them proof that I had submitted the payment to them on time and that the bank simply messed up actually forwarding them the funds they refused to do absolutely nothing about it. Whatever, I just paid it off. Problem solved right? 0 balance right? Wrong. Now despite their automated system and multiple agents reassuring me that my balance is $0 I keep getting "We're sending you to collections" notices in the mail at least 3 to 4 times per week FOR A 0 BALANCE.
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Loss:
$50
1 comment
Guest

That isn't anything, I have heard of businesses that do that for $5.00.

Anonymous
map-marker Omaha, Nebraska

Disappointed or last time

We bought a mattress with a 25 year warranty. In 16 months this mattress just failed. This was a 2500.00 dollar mattress, long story short I had to have back surgery because of failure in mattress. My doctor told me do not sleep on this mattress again. I explained to nfm they told me I had to file claim. I filed a claim, weeks go by no response, 1 call blamed manufacturer, 2nd call blamed manufacturer, then we received a credit and were told we had to come to Omaha to pick out new bed no cash returns. So we went to nfm, found a bed. Picked out bed, a lot cheaper bed. So we asked for refund on rest, they said no refund, pick out furniture, so we wasted our day trying to pick something out. When we did pick it out, credit department said we couldn't have it. We had been a customer for 23 years, this store has really turned into a joke, they do not carry quality merchandise anymore. 1st the bed, 2nd our dishwasher ( 3 new motors, 1 new pump, 1 display board,1 control panel in 2 years) 3rd a 50 inch tv lasted 3 years name brand. Plus a credit department ran by AIG steal from the commoner pad there pockets. Everything wrong with America today found at NFM. Oh by the way they won't deliver our bed for two more months, I will be without a bed now for over 5 months thanks NFM.
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3 comments
Guest

I call BS on this complaint as well.

Guest

Hahaha, the bed caused you to have surgery... I call bs!

Guest

Sounds like vendor issues not the retailer.

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Anonymous
map-marker Kansas City, Missouri

Nebraska Furniture Mart

My elderly mother bought a chair over the Memorial Day Weekend sale from Nebraska Furniture Mart. They told my mother the chair was on backorder. My mother waited approx 4 weeks to receive her property which stll has not arrived. They orignally told her the chair would arrive by June 24th. The chair did not come and she was given a new date of July 22nd. My mother has been charged for this chair but she has not received her property. She is very unhappy at this point and state she will never buy anything from Nebraska Furniture Mart again.
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1 comment
Guest

Good afternoon. I am sorry to hear about the delay with your mother’s chair.

When our warehouse is out of stock we do our best to provide you with the best possible information available. The estimated arrival dates are provided to us by the manufacture of the products and are based on their stock availability to ship and transportation and are subject to change based those factors. We would be more than happy to get you connected with your salesperson if you would like to consider a reselection we can get delivered sooner. Please provide the complete name, address with zip code and phone numbers associated with the order by calling 1-80*-***-**** extension 22445, live chat in at www.nfm.com or by email at contact.us@***.com.

We will be more than happy to see how we can help. Thank you both for shopping with us.

Anonymous
map-marker Overland Park, Kansas

Warranties

Nebraska Furniture Mart - Warranties

Be cautious about buying the guardsman warranty on leather. It ONLY covers the material for spills, etc.

The cushions are NOT covered and have some companies only have a ONE year warranty. We spent $160.00 on the guardsman for the sofa and loveseat, which is most likely a waste. The sofa we have is so sunken in, that it looks terrible. The loveseat, that we don't use much, is fine.

We have a chair that is 15 years old that looks better.

The salespeople do not tell you this. Ask, or you will end up with a flat couch within two years.

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Loss:
$1000
1 comment
Guest

If you would have read the information that guardsman sent you, this post would not have existed. Has nothing to do with the store you purchased it at. Guardsman is incidental, it in no way covers manufacter's defects.

Shane R Ofu
map-marker Saint Robert, Missouri

Busted Christmas

I hate large companies. To big to fail right? I ordered a couch and a love seat. Not a big deal from a large retailer right? It was supposed to come the day before Christmas eve so that my family could have a nice place to sit for the Holidays. First of all I had to call because they where several hours late. When they showed up I could tell immediatly that the love seat was the wrong color. Then the delivery guy wouldn't take the couch off the truck because it was ripped. He called his supervisor and I was told that the couch was probably the right color and I couldn't tell the difference because of the lights they use in the store. WTF!!! The only way to really tell if you have the right product is if the SKU number is the same but there was no such thing on either of the pieces they brought. I think what really happened is that they figured out on the day of delivery that they didn't have my stuff so they picked up some returned items they had left laying around and hoped that I would be happy waiting until after Christmas with the garbage that they brought me. Totally a lack of disrespect for my intelligence and me as a customer. I told the rep on the phone that the only way to fix the problem was to send out a truck that night with the right order on it but she just wanted to argue with me that I didn't know the color of the couch that I bought. I told her to shove it up her ***. Of course I didn't get a call back or anything. I guess they are just fine with that. To big to fail right? NFM#3558****.
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Loss:
$1000
3 comments
Guest

Sounds like you have a legitimate complaint. However, telling a customer service person to "shove it up her *&#" is not a productive way to get a problem fixed, no matter your level of frustration.

Shane R Ofu

So I got a bill the other day from NFM for this order with my delivery charge still on it. When I called and asked why it was there the lady told me that it was because they delivered the furniture to my house.

I was like ok but I sent it back because you sent me a bunch of ***. She said that she would do me a "favor" by taking the charge off. A FAVOR! Ha.

You know the funny thing is I went back there the other day and bought another couch even though I didn't want to.

The problem is with these big corporations they just offer the best deals out there. Sucks really and I'm really not proud of the way I feal about it.

Nicholas P Atp

Hello! Im sorry to hear about your experience with NFM.

We would be happy to take a look at your situation and see if there is anything we can do. Please email your order information to connect@***.com and we will be in touch.

Thanks!

Nic

Customer Care

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Anonymous
map-marker Kansas City, Kansas

Nebraska Furniture Mart is horrible - BEWARE!

Spent a bunch of money; it's been 3 months and I don't have my product: 12th conversation with the company without resolve; All they do is pass me on to another non-caring employee every time I call; this includes the Manager of the store, "ED"; the customer service people talk to me like I am an *** and they are robots - what a joke; Company motto "We're Serious About Service" -- this is a bigger joke.If you have any other option when you need furniture, you should use the other option. I hope warren Buffet reads this -- as the owner, he needs to clean house.
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Loss:
$20000
4 comments
Guest

you know they have no control over vendor delays they are just a retailer

Guest
reply icon Replying to comment of Guest-696798

You must be working for NFM in Nebraska :x , because you comment and negatively at that on every complaint there is made about NFM. A little childish at that. :roll ,)

Shane R Ofu

I have seen 5 of these comments and they are all from the same store. What is up with that????

Guest
reply icon Replying to comment of Shane R Ofu

Doesn't matter what the retailer is. I guarantee the problem this customer is having will have happened from any retailer. the retailers have no control over factory delays.

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Laurier Qsx
map-marker Omaha, Nebraska

NFM will not help if they sell you poor quality furniture.

We purchased a pair of Franklin brand leather reclining sofas almost 4 years from the NFM.

Unfortunately, after 3 years, the color started to fade/change from a beautiful chocolate color to orange. The seams,now are also starting to tear where the cushions on the back of the couches are joined.

The Mart customer support care staff stated that they are unable to help me since leather is only under warranty for 1 year. The Guardsman Protection Plan that their salesperson sold us, which was supposed to cover "rips and tears" also will not help us with this problem as the tears need to be caused by the owner.

I expected these couches to last more than 4 years, unfortunately, the customer care staff did not agree with my opinion as she stated numerous times that leather is only covered for 1 year. I think they should tell all of their leather buying customers that they will not cover defects in leather furniture after 1 year.

DON'T purchase leather products from the Mart unless the manufacture offers a substantial warranty on the leather because the Mart WILL NOT stand behind all of the products that they sell.

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Loss:
$1500
6 comments
Guest

The key is to read the terms before you spend an extra $90.00/couch on a plan that will not really cover much of anything.

Guest

I assume you didn't read the terms you received in the mail from guardsman sent you.

Guest

Very few manufacturers have a warranty that covers leather for more than one year and it will almost certainly be cover parts, not labor. If you find such a warranty expect to pay MUCH more you did for Franklin products.

Guest

Nothing is made to last years and years anymore. Thats why a leather sofa used to cost $2000 and now is $400.

It wasn't because the cows sold for less. Leather is organic and breaks down depending on use.

look at leather purses and jackets.

Guest
reply icon Replying to comment of Guest-645618

So what is your point? Leather should last as long now as it did years and years ago, unless the quality of the cows have changed over the years.

And apparently the couches above were more than $400.00.

Guest

How can you be upset at NFM for something that they didn't make? Perhaps you should contact the protection plan company directly instead of the retailer.

NFM dent make the furniture, nor are they the ones who provide the protection plan.

They just sell it, and as you said, it's been 3-4 years. I'd suggest purchasing quality furniture in the first place instead of being upset about low quality products havoc low quality craftsmanship.

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