Nebraska Furniture Mart
Reviews and Complaints
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.
DO NOT PURCHASE TILE FROM THIS COMPANY
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Verified Reviewer | Blair, NebraskaSelling warranties through Guardsman that are not honored!!!
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
SOLD ME DAMAGED AND USED GOODS
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.
Outdoor Patio Furniture
Replacement warranty is a SCAM
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.
Sent to collections over $15
Disappointed or last time
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.
Busted Christmas
Nebraska Furniture Mart is horrible - BEWARE!
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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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.
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.
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
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.
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?
awweee you poor thing!