Nebraska Furniture Mart
Reviews and Complaints

My husband and I applied for a credit card in August 2017, were denied due to being in a bankruptcy. We were told that once it is over and we are discharged to reapply, which we did in November 2017. We were denied again, this time hearing we have to see that you are making payments for 6 mo after the discharge of bankruptcy (even though this is not what we were instructed before). I asked if I can be a co signor to help build my credit, to which I was told "yes"! So, Dec 1, 2017 my aunt, Sharon Kent, opened a card acct, she called into credit services- spoke with Chris, to add me to the acct and Chris said they needed my information. My aunt said Chris was acting vey funny on the phone, but she proceeded to tell me to either call and give my info or just go to the store and place our order and they can call her for verification. This is what I did, or tried to do. Went to NFM in KC on Dec 2, 2017, our associate was James and he sold us our mattress and base, called my aunt, Sharon, she agreed to us buying it and the purchase did not go through. There was a credit hold. James couldn't understand why, he looked into it...Credit services (Chris, again) spoke with my aunt and Chris treated my aunt awful. She told her that i was posing as her, that I (& my boyfriend were up to no good - which he 's my husband of 20 yrs) & said a whole bunch more of harassing comments to my aunt. James was so embarrassed and told us that she treated him just the same - he couldn't figure out why we were single handedly being attacked when they make these transactions all day long. I am still appalled at how this woman can get away with treating paying customers with such utter disrespect. We were harassed, bullied and were treated vey unfairly. Who is she to place judgment and single us out? Because we were involved in a bankruptcy? Until she walks a day in our shoes, she has no room to judge. It was unfortunate what we went through our bankruptcy, but guess what - we still made our $1300 payment, we still made our $1500 house payment, we still made all of our other utility's, 3 car payments, etc, but I'm alive! My husband would lose his job (he's a police officer) if he were ever to treat anyone the way we were treated! For your own employee/associate to tell us we were done wrong and that people do these transactions daily is even more confirmation that we were singled out. Bottom line is, i simply was doing what i was instructed by credit services to begin with. Back in August, they didn't say anything about having to wait 6 mo after discharge to reapply & then to reapply be denied agian, but instructed to get a cosigner, just to go through the harassment and embarrassment. Last, we ended up buying and putting our purchase on another card against my wishes (My husband talked me into it because it wasn't James ' fault), but even then they took my Drivers License and had to get it approved by management. Really? Don't you think that if we were up to no good, 1) we would never have stuck around to go through the harassment we did & 2) we would of bought something way more pricey than what we did. I am so ashamed of your company, particularly, Chris in credit card services. James even told us his managers were having a meeting about her and her behavior so that other customers would not experience what we did. Trust me, we were offered nothing for how we were treated and this is not over. I've read of several lawsuits that NFM has been involved in for similar behavior and will be in contact with my lawyer. As for Chris in credit services, she is exactly what my aunt described her as... she said she treated her like a stuck up snobby [censor]...i hope she sleeps well at night knowing that her customer service skills are for the toilet and that she should really think about who & how she judges. She is an embarrassment and liability to your company. I can only imagine how many GOOD CUSTOMERs you lose because of her nonsense behavior and lack of compassion for the customer. Quite frankly, she is by far the worse person in customer service that I have ever come in contact with. She should not be able to represent your company.

So very disappointed, embarrassed, harassed and bullied,

Jessica Clark
[protected]
[protected]@att.net
2641 N. Keith St
Wichita, Ks 67205

My aunt:
Sharon Kent
828 Gilman
Wichita, Ks 67203

(P.s, is this sufficient enough info for my complaint?)

my wife and i drove out to the store in The Colony, Tx which is almost an hour from where we live in Mansfield, TX to see about buying new flooring for our home and getting your store to come out and measure and give us an estimate. We were working with Derek Anderson (derek.[protected]@nfm.com) in the hard surface and counter top sales dept. He seemed very knowledgeable about the product we wanted so we set up a date for a rep to come out and measure our floors. My wife and I liked the pricing we received and wanted to see if we could also get our kitchen done as well ( as it was also measured) so she reached back out to Derek. Well that was the end of the communication, and that was more than two weeks ago. He has not responded to any emails or calls, and I had my credit increased at NFM to accommodate everything. It is a shame that you will lose our business due to a sales person not doing their job.

I call to speak to customer service because we have owned this television for just over a year and the light bulbs must have burned out on the left hand side. Nothing struck the TV it is just blacked out on left side. I was attempting to call to inquire about our TV. My major complaint is customer service. I held 24 minutes to reach electronics. A man in flooring answered & did not even acknowledge my hold time even after I had told him I had held 24 minutes he asked if there was anything else I needed before he transferred me to Furniture. No acknowledgement no nothing. I clarified I'm calling about a TV again and said why would I need to speak to Furniture then he told me he was transferring me to electronics to make things even more confusing. I told him I preferred to be warm transferred and asked if that is what he would be doing he asked if there's anything else I needed I asked again if he was warm transferring me or just sending me again into the abyss and he's simply just cold transferred me once again against what I had requested I sat on hold another five minutes and decided to hang up. Horrible service very rude that gentleman not even acknowledging the hold time to begin with and then just transferring me and not taking ownership of anything. We have purchased a lot from Nebraska Furniture Mart after this though I really think that there's a lot of competition now elsewhere. I will save that when Nebraska Furniture Mart opened there wasn't anyone that could compete with them but that's not the case anymore. Especially that they don't invest in empowering their people to be good at service.

Below find an email that I wrote Nebraska Furniture Mart after researching I spoke to the main office who then put me in contact with one of the grandson of the person that started the company. He read the letter and explained that he would put his best salesperson on the job to give me the best price they could for their screw ups. after driving 45 minutes with 5 FOSTER CHILDREN I get there ask for the person to help me and after another 45 minutes the prices were the same and nothing changed. I think they felt that since I was Hispanic that I would fall for it. I took my business to Sears appliance store and purchased exactly what I wanted for less than what Nebraska would of given me. Shop around this is NOT the cheapest place in town. Now only did I get it cheaper I also got it in 2 dayss delivered and Installed where in Nebraska they had to order everything and it would of taken 3 weeks. TRUST ME SHOP AROUND ITS NOT WORTH THE DRIVE...

Thank you so much for speaking to me today and again I am sorry it had to get to this point. It saddens me to see that as a Hispanic and after living in this country and serving this country as well as a parent of 3 grown adult children and 6 foster children living at home that I am feeling that the treatment I received was not a standard treatment given to all your customers. As much as I hate to say it, I felt that the treatment from the appliance department as well as the director of the store was discriminatory at best. I want to feel that this treatment doesn’t exist but unfortunately lately it seems to be more and more in the news.

If there is one thing that lacks here in Texas with businesses is good customer service, after buying a breakfast nook at your store and having seen the caliber of service I got not only from the sales lady there but also from the delivery team and its personnel, my wife and I decided to go to Nebraska Furniture Mart and spend our hard earned savings on refurbishing the Kitchen. I went in and purchased a refrigerator a washer and dryer, a counter top stove, the hood for the stove an oven and a microwave. We also went on the premise from what I read on MR’s B motto of "sell cheap and tell the truth, "

We spoke to a salesman by the name of Christopher who helped us in selecting the Items we needed. We went in with the Idea of getting professional help from this person as we know nothing about appliances. One of the items I spoke about was getting Convection Oven, with an attached Convection Microwave. I informed the salesman that we needed to go back home and see what the gap was on our unit because right now we had a regular oven with a regular microwave and the idea was to upgrade. The salesman said that was a good Idea. The next day I went back and told him that there was only a gap of about ½ inches and he said let’s schedule someone to come out and measure before we order because we didn’t want to tear down the cabinets to make the unit fit and I agreed. He set the time for January 16th and said that because of the Holidays they could not give an exact time of when they come out but that he would call me January 4th which was the 1st day the schedule will come out and maybe the date could be moved up. He also said let’s just add the Oven and separate Microwave and then if it doesn’t cost too much you can pay the $800 for the convectional Microwave and oven 1 piece because if it doesn’t fit than we can order the conventional oven and regular microwave and no time is wasted. We agreed.

On January 4th I didn’t hear from him, I also didn’t hear from him on the 5th or the 6th. Finally I called and asked to speak to a Manager and spoke to David and explained that my calls were not being returned, next thing you know the salesman calls me and schedules it for the 10th. To make a long story short they came and saw that there was not much needed to fit what we wanted there and the measurements were sent to the salesman, again we didn’t hear back so I called and spoke to another Manager by the name of Guy who also didn’t take care or could care what my issue was and instead had the salesman call my wife. Chris called my wife and said they can get the one piece installed and then mentioned that the bottom oven was a convectional and the microwave was not, My wife called me and I called him back and I told him that he did not say that when we were there. I then contacted Customer service and they had Guy call me back I spoke to guy he said he would find out, next thing you know guy calls me and says the salesperson Chris told him that the bottom oven was convectional but the microwave was not. He said let me ask someone to make sure and call you back. The next day I get a call from Guy said that the salesman also lied to him and that in fact the oven was not even a conventional oven. He said that because of that mistake I could pay the $800 plus an additional $800 for the oven we wanted for a total of $1600 plus taxes. I told him I did not have that kind of money and that they lied and should eat the difference, he said the best they can do was give me $500 off because the unit had raised in price. I didn’t agree because I had no money since I had just bought the breakfast nook there with what we had left. He said sorry but that was the best he can do.

I then contacted customer service and spoke to TIM at which time I felt he was understanding and wanted to help but that too didn’t turn out as planned. Tim said he would put me in contact with the owner and also said he would put me in contact with the store director. I specifically asked to speak to the owner and he said on a recorded call that he would have both call me. During this time because our washer and dryer were not working and we have foster children I asked if we can get the washer and dryer delivered and the rest of the Items delivered and install at the same time so that I can have all the children out of the home while they did this. The washer and Dryer were supposed to be delivered on a Monday and Sunday they showed up at my home with the refrigerator as well, since we were not ready for the refrigerator to be delivered nothing was removed from the old one. I then called the salesman and asked why the washer and dryer were delivered a day early and why the refrigerator was included in the delivery and he stated that he moved everything up one day and didn’t not inform us. Needless to say the delivery was not accepted because we could not take partial delivery.

The following week I get a call from the store director who you can tell had his mind made up and knew half the story and not the customer’s side of course. The director by the name of Ed Lister basically was short and said the best he could do is give me a $500 discount which would not get me the Items I needed or was told I would receive. Instead since I was in NY working I told him that I would go back home 1/20/2016 and get back with him on the rest of the appliances but I needed the washer and dryer so my wife can wash the clothes for my foster children and not have to go to the laundry with all of them. Here we are 1/18/2016 and Instead I get an email from my bank stating that Nebraska furniture mart had refunded $2500.00 minus the 25% charge for restocking even though they were told we wanted the washer and dryer only until I can get back and discuss with my wife or maybe look at another store for their pricing..

Since this has happened I have tried to reach Tim at customer service at ext. 22751 and left 6 messages and never called back, today he answered the phone and he said there was nothing else he could do and he was told to not respond to me by the store director and that he can no longer help me because of was he was told not to talk to me any longer. I asked again if the owner was going to contact me and he again said he could no longer help me. I also have left messages on 3 occasions for GUY and one for Ed Lister at the phone number he gave me [protected] and no call back as of today.

I feel that simply because of what I am being told that no one was to talk to me that the Director felt that because I have a Hispanic last name that I would not follow thru and he is wrong, if my wife and I have saved all these years to get what we wanted and one person is going to ruin it for me that I would follow thru no matter what. I feel that treatment the lies I received is not in line with what I read MR’s B motto was and that was "sell cheap and tell the truth, " and I feel none of those visions were meant for me. I am hoping that you would follow thru with MR’s vision and do the right thing as this has created a tremendous hardship for myself and my Family.

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. The 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.

About three weeks ago, my wife and I purchased a bed set and paid with cash. We were told that delivery would take about a week and a half. Approximately a week and a half and the our bed was delivered right on time. Here is when our troubles began. My wife calls me a work to say that the delivery people could not assemble the bed because a bolt was stripped and not holding which was dangerous. He called who ever he had to call to and my wife was told that no one could come back out for a week! After many phone calls, they finally agreed to have new parts out in two days. Great! Until I got home and found out that not only was the bolt stripped but the wood on my new bed was also damaged by the installers trying to put it together. So I call NFM to explain that it's more than just the bolts and I was hurriedly told they were sending new parts. Needless to say, when the truck arrives in two days with the new parts, the only new parts they had was what the installer told them originally. When I showed them the additional damage, they had to call to see what could be done. I was told that I would receive a call from the office. I received a call the next day to tell me that they could not get anyone back out to my home for a week! A week! Are you kidding me? It gets worse, when I questioned why it would be a week after I already waited for the original delivery and received damaged parts not to mention the damage the delivery people caused trying to put the bed together and after they sent over new parts (in two days) but not all they parts that were required, now they wanted me to wait yet another week? His reply was that they couldn't find a driver who wants to come out as far as my home was located but they would have their standard truck in the area a week later. I thought the delivery people work for NFM (even if subcontracted). They go where they are told, or so I thought! After much time spent on the phone arguing why I should have to wait a week, the guy tells me that he will speak with someone and call me back. Needless to say, I never got a call back from him. A couple of days later, I get an automatic call telling that my furniture will arrive on a date, a week later! Pissed, I call the number provided and get a recording that I was calling during high volume time and all representatives are busy. So now it's a week out and tomorrow they are suppose to come with all the new parts and put my bed together. If it's not fixed, constructed properly, and useable tomorrow when I get home, they can take everything back and refund my money. Horrible customer service.

Spoke to Kelly at nfm on 11/17/2012 about a credit increase,

She said in summary: If you apply for an increase we need to recheck your credit report to update information. Your account limit can be removed, stay the same, or be increased.

We went on to update the information which has not changed and I had to repeat everything.

In answering how they make their credit decisions, she responded: my requirement is to check the credit report. I asked her if they took in to consideration my history with the company and she said, “My requirement is to look at the credit report and a decision is made based on that.”

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 off 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 would she have deleted my account without taking into account my history with NFM and 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.

My husband and I currently moved to Omaha and needed to purchase a new bed. When we went into look for beds in the store they were so nice and we were in and out of there fairly quickly. They told us it would be 7 days until our bed would be delivered. I got a call the day f the "delivery" and was told the head bed was cracked and they weren't going to be able to deliver it until 2 weeks later! I said well if the head board is cracked I still want my bed delivered today and they can deliver the frame when it comes in. They said "Fine". The delivery men were SO rude. Then came time for the frame to be delivered and no one had called me so I called them and was told it would be another 5 days! I was so fed up with all of this but finally the day came and still no one had called AGAIN so I called and was told they will be there from 11am-1pm that time came and passed so I called and was told they were running 2 hours behind. I couldn't believe it I have NEVER experienced such poor customer service and will NEVER buy from there again ridiculous. (I also have friends who have been here for a month with NO furniture and ordered from there as well...they are STILL waiting on their furniture and was told it would be another 2 months!) How are they still in business.

I bought a GE 23 cu ft side by side refrigerator. I bought the extended 2 year warranty. The first year the unit had a cooling issue so I called the warranty people. The refered me back to the manf. I called GE and it was repaired. On my second year I had a issue with the ice maker and got my first chance to deal with the warranty people. Its horrible. They use some small place in Plattsmouth and it takes forever to get in touch with someone. I wound up finally calling GE and paying for the repair.
Don't buy the NFM warranty on anything, save your money!

I would hesitate to buy anything from Nebraska Furniture Mart that you intend to pick up at the store from their loading area. The way it is set up you cannot open/inspect the merchandise before it is loaded. We purchased a console table that had several deep gouges discovered when we took it out of the box. At that point you have to either return it to the store in the box, or they offered a pittance ($30) off to accept as is.

The lesson is - always inspect it before you leave the store. If they won't let you - don't buy it.

I will never make another purchase at NFM. I purchased an expensive electronic item with CASH, and when I tried to return it 3 days later they would not give me my CASH back. Apparently when I gave the sales clerk my phone number my husband's name came up, and she rang it up that way. I guess she couldn't take the time to see I was a WOMAN. Now they will not give me my money back, but of course they would be more than happy to give me store credit. When I said that if I had purchased the item at Best Buy or any other store with CASH I would have gotten my money. Their weak excuse is that these other stores don't care about customer security. WHAT? I WILL NEVER, EVER PURCHASE ANOTHER ITEM THERE AS LONG AS I LIVE. I will be telling this to all my friends, coworkers and family. Mrs. B must be rolling over in her grave over how the customer is treated now.

I purchased a sofa and coffee table from NFM paid cash and it was delivered June 18th 2009 . Around the 1st of Nov sitting on my sofa with my arm on the back top I felt what was a staple coming out after looking more it had a gap in it where you could stick your hand down the staples were coming out and even looked as if some staples were never put in it. I called NFM it took almost 2 weeks to get an appointment. Nov 13 2009 someone came to my apt.to look and take pictures, He also turned my sofa so it was laying on the front, the back in the air and then he ripped the lining from the bottom that wasnt coming undone and stuck his arm up my sofa and said that the cardboard that suppose to be up on the back had all fallen to the bottom of the sofa back. he said it could be fixed i said i wasnt satisfied with that this sofa shouldnt have anything like what it has and he said someone from NFM would get back with me in 3 to 5 days. Nov 18th 2009 they called and i returned their call to speak to a Ms. Metz who informed me theyd come and get this sofa i asked for a exchange for the same sofa i fill its a damaged piece and she said the 30 day warranty was up they wouldnt do that that they would come and take it to fix it I was saving money to pay cash for the chair and ottman that goes with it but that will not happen now to see this sofa I so loved it cheaply made and there costomer service isnt what i would expect. Im very upset now that the man they sent to look at my sofa ripped it even more . I writing this to let whom ever reads this how Kansas NFM furniture is cheaply made.Im very dissatisfied with their costomer servive because its only been 5 months and i dont even have kids that sit on this sofa i live alone this sofa is hardly used!

We ordered a table from NFM and when the first table came they just set it up and didn't open/close the middle piece to see if it worked. After they left we tried it and it wouldn't open or close back up. Called NFM and they said a tech would call in 7-10 days...2 weeks later we called NFM back and said, we have no call? They called the tech and the tech told them that he talked to us already and everything was fine?! Well that didnt happen. So My husband told them to have another tech call..2 weeks after that and no call. He called NFM and told them to just send a new table. They brought that two weeks later and opened it and the middle piece opened but wouldn't close totally when pushed together. There is a gap in the table about a half inch. My husband called NFM and was like.. Okay, WTH? I want a tech to come out and fix this one. They said they can't guarantee he will call in 7-10 days but will put in the request. Then proceeded to argue with my Husband that they can't control anything. Umm..didn't we buy this from NFM and now they have no control over their stuff? Uh..weird. He talked to a Manager too and she was totally pissy and never once apologized, said she understood our frustration..she just kept telling my husband.."ARE YOU DONE, ARE YOU DONE, so I CAN TALK?!" What the heck, worst customer service, EVER! So..our table is still not working right and they apparantly hire tech's that lie and never call. I won't buy from them again... EVER.

To all who want a job at this place, TRY SOMEPLACE ELSE! These people don't give a *** about you they say they care but in the short run of it if its between you and a manager you get kicked, I have seen 4 people get canned from the same manager his name is Quincy he is not a good person, other managers are fair. Just because he is the "same way" as his boss it's ok for this guy to mess with his employees in such a way that they constantly go to HR only to be told "well if Quincy wants it done you do it" He has gone so far as to run people out of his department to other departments and then he says things behind their back like "well he didn't do his job or he is lazy or other crap."

This manager is not the only one to watch for, there is a guy named Cahill who is in charge of security, he enjoys banning and barring anyone he thinks is necessary He can do it too and not one of the higher ups will step in and say anything. He fired and banned an employee because he told Cahill he was an (four letter word).

As far as I am concerned this place no longer deserves any of our $$ until they get their management straight in the customer/employee caring dept. This place USED to be a great place to shop but the management is running it into the ground. Beware future employees, go someplace else because if you piss them off you get banned and barred.

I would love to see this place banned and barred from anyone who shops there for a month just to see what would happen.