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We have shopped exclusively at NFM since they opened the store in Kansas City, KS. Until now, we have been pleased with our purchases and service.
However, that has come to an abrupt end. You can check our account history to verify our purchases and loyalty. We made a purchase for a bed frame, expensive plush mattress, rug and rug pad on 5-13-20. This follows a purchase of an entire bedroom set for our son and completes the room remodel.
We set up delivery for 5-31-20. However, due to a family emergency, I moved the delivery date on 5-29-20. I was told by Jacob with my wife standing there that he could move our delivery but it would be delayed until Wednesday, 6-3-20. I said no problem at all.
We expected a call confirming the delivery time but that call never came.
I called the KCK store around 530pm on 6-2-20 only to learn the delivery would not be coming. Not only would it not be coming but it was delayed two weeks. I spoke to a supervisor (very poor) who informed me the mattress had not come in yet. REALLY?
Why was I offered 3-day delivery when I bought it. We delayed the delivery 3 weeks from purchase to remodel the room. She said we should have received a couple of calls. We did not receive calls on our home, on our cells or at work.
We checked them all. Typically, if NFM gets a voicemail, they still leave you a message with details and a number to call. NOT THIS TIME.
The Supervisor said she would check to see if she could get an earlier delivery, and she said no luck. You will just have to wait.
She offered me the opportunity to buy a more expensive plush mattress which I refused. I do not see how spending more money helps our family. She was very flippant about the situation. I said why is the bed not available when other mattresses said Out of Stock but ours did not?
Her answer was that They expected to get the product in time for delivery. Really? That may be true but that is really a NFM and her issue, not mine. We made a purchase, and they could not deliver on their end.
Did she offer us anything other than sorry, out of luck? No, nothing. I do hope the call was recorded as it will be an ideal example of what a supervisor should not do. We are now in need of a washer and dryer and because of her and Jacob's poor service, lack of understanding, we are definitely going to shop around.
One person doesn't make a company but I have come to expect better professionalism and understanding than what we received.
In the past, if there was the slightest issue with anything at all, Customer Service took care of you and they even offered coupons or a "gift card" that came in the form of a paper like check, etc... I accepted one once and I have refused one once.
My son will sleep on the couch for two weeks because NFM couldn't communicate with us effectively and they didn't even have the courtesy to call us and tell us there was an issue with our order. If I had not called ahead, we would have never known and shame on you for selling product you don't have in stock.
User's recommendation: Maybe, as of now we are unhappy about being lied to and being sold product that was unavailable.
Product or Service Mentioned: Nebraska Furniture Mart Auto Delivery Delivery Service.
Preferred solution: Let the company propose a solution.
Nebraska Furniture Mart Pros: Variety in product, Ease of shopping and location, Competitive pricing.
Nebraska Furniture Mart Cons: Lack of accountability when they make the mistake, Lack of transparency and honesty.
Location: 1601 Village West Pkwy, Kansas City, KS 66111