Nebraska Furniture Mart

In June of 2020 I purchased a living room set consisting of a recliner, loveseat and sofa, all leather and power. I also purchased a full king size bedroom set consisting of the bed, mattress, nightstands, dresser and large chest of drawers.

I also purchased an extended warranty for all of the furniture, spending over $14,000 on this purchase at NFM. I paid for the entire purchase at the time, scheduling delivery for November 18, 2020. It took over six months after the delivery date of November 18, 2020 to receive all of the furniture I had purchased, despite assurances from the salesperson it was all available and would be delivered on the scheduled date. I had also ensured that I was getting the white glove delivery service. I had to stop the delivery people from leaving and insist they finish unwrapping and set up the furniture, including ensuring all of the power pieces were fully operational for two of the three deliveries it took to get all of my purchased furniture.

I was lucky to have purchased the extended warranty for the furniture. First the leather on the recliner started to peel and flake off leaving patches of lighter leather exposed under the original color. I was very surprised at the poor quality of the leather. I had never experienced this happening with high quality leather furniture. The leather was replaced under warranty, requiring NFM to pick up the recliner for repair before returning several weeks later. I was informed the area of leather replaced would no longer be covered under the warranty.

Next the leather loveseat started peeling and flaking off just like the recliner. I filed a warranty claim and the area of peeling leather was replaced by a technician in my home after waiting for several weeks for the part to arrive. Next the footrest area of the loveseat began peeling and flaking, and I filed another warranty claim. A technician was sent out to inspect and evaluate the damage, deciding the area of leather need to be replaced and the part was ordered. When the part finally arrived a few weeks later, it was not the leather part, but a motorized actuator. I informed the warranty company, sent them a picture and was assured the correct part would be ordered. Next the leather on the armrest began to peel and flake and I initiated a new claim for the armrest. A technician was sent out to evaluate the damage and determined the leather on the armrest would need to be replaced. I then received an email and letter from Guardsman, the warranty company, stating they were authorizing a full replacement of the loveseat rather than repair the damaged areas. I was informed at this time the new replacement loveseat would not be covered under warranty and if I wanted the loveseat to be covered, I would need to purchase a new warranty from NFM. I contacted NFM was quoted a new warranty price for the replacement loveseat at approximately $300! I spoke with the representative at NFM expressing my frustration over my entire experience with NFM, the surprising lack of quality of the leather furniture and the expectation that I would have to pay for a new warranty on the replacement loveseat. I then spoke to the NFM representative's manager and was rebuffed in my efforts to be made whole in this situation, including not having to pay for a new $300 warranty for a piece of furniture I had already paid for once along with an extended warranty. The manager was quite short with me and only quoted NFM policy to me, despite the full explanation of my entire experience to date with NFM.

Today we were expecting the delivery of our new GE Washing Machine unit and the paid haul-away of the old Washing Machine unit and pedestal. Upon arriving to our residence, the 3rd party delivery service people for NFM did not park their truck, just left it in middle of the residential street blocking the road for 20 minutes, and did not make use of the completely open double wide driveway or other free curbs that would not block the road. This was minor concern -- but when they came in to the house, they started taking photos without consent of us the homeowner and then claimed they would not install the washer because even though it had the same water hook-up, the drain was not how most would hook-up and they would just leave it for me to complete -- and left it in middle of the kitchen blocking the doorway. Additionally, when they removed the old machine they said it was to dusty and said to have hair on back which It did not... In fact they said I would have to clean it to haul it way even though haul-away is paid for... They said it was a biological Hazard for them to put in with the other items in their truck which did not make sense. It was just serviced in July 2022 from Sears and it was just normal dust conditions as photos below will show. They also turned the unit on its side in middle of driveway again blocking further items from being able to return my truck to the driveway after and not fulfilling their paid obligations of the purchase agreement terms. I called their customer service and spoke with them on phone and while they were originally nice, the Delivery team spoke with a family member and was on phone with their customer service team indicating to them they had received photos from me and they had sent their own photos and without consent of us to their team too. This led NFM Customer service team to have their manager - Norma call and leave a voicemail that they would not do the haul away due to biological unsafe conditions and it was just ridiculous. --- Nothing b ut dust typical for a 10yr washing machine unit in very good conditions. They left the old unit in middle of driveway and proceeded to inform family member of my words to them of unhappiness to inform we were reporting them for not delivering and hauling away as paid. My family member supported the claim and we informed further they need to keep their obligations and not just leave it in middle of our driveway... We also informed we were going to report them to city of Irving for their delivery practices causing problems with city code ordinances for their practices and police for blocking roadways -- This is the worst delivery and customer service ever experienced! HORRIBLE is a lite word to say the least! Please help us and other customers not go thru this treatment again. -- we should get more than just the haul-away fee back but also a lot more...

I have been in contact with a third-party oversight committee, and I have advised of my legal rights. As you may and/or may not be aware, I contracted with your business, Nebraska Furniture Mart ("NFM") to purchase goods and services that include purchasing furniture from NFM located at 5600 Nebraska Furniture Mart Drive, The Colony, TX 75056, and to have the furniture delivered with "free of charge delivery" to my home address.

Since 6/4/2021, I've purchased over $6.744.31 worth of furniture from NFM. On three separate purchases NFM agreed to deliver furniture to my home address without delivery charges. The agreement was established between NFM sales representative, sales manager, and me on the date of purchase, 6/4/2021. The total purchase price included shipping to my home address and "free delivery charge" as it was reflected on the total purchase price. However, due to one item (Sofa set) not readily available on the date of the delivery, I decided to exchange my item for an item that was readily available. Therefore, on 7/10/2021, I revisited NFM to complete an even exchange.

After consulting with the NFM sales representative, the sales representative instructed me to go to NFM customer service department to finalize the total cost of the exchange that included "free delivery". I met with a customer service representative who later identified himself as Robert Casey, Customer Service Manager. I had thought that the even exchange would be simple and hassle free however to my dismay, Robert Casey made the experience anything but pleasant to say the least.

Instead, Robert Casey attempted to change the terms of the sale agreement already in place and charge additional fees through shipping and/or delivery when in fact the original sales agreement and even exchange stipulated that shipping and/or delivery charge was free of charge/s and was reflected in the total exchanged price.

Although I perseverated the preeminent facts to Casey, Casey insisted that, "it was his policy to charge a shipping fee regardless of what was agreed upon with the NFM sales representative. Instead, Casey made several excuses not to complete an even exchange and insisted on charging me extra despite the agreement already in place.

Even though Casey spoke directly with the NFM sales representative and even though the NFM sales representative informed Casey that not to charge any shipping/delivery charge for this transaction, Casey refused the agreement and attempted to void the agreement and replace the terms based on his own business practices based on his policy and/or NFM policy.

Therefore, I requested to speak with his immediate supervisor as Casey refused my request by stating that he did not have a supervisor and that he was the only supervisor. When I requested to see the policy, Casey refused to provide any policy and only made excuses that the policy is in each term and condition of a sales agreement. Hence, I requested to see the terms and conditions of the sales agreement that Casey referenced, Casey stated that the terms and conditions will be in the invoice of the agreement and would not have time to locate the specific terms.

Not only did Robert Casey change a sales agreement from basis of vitiating factors, but Casey also intentionally misled and misguided me on several occasions leading to the cancellation of the original contract agreement. Despite Casey's claims, the sales agreement DID NOT AND/OR DOES NOT CONTAIN ANY NFM STORE POLICY THAT SHIPPING AND/OR DELIVERY CHARGES ARE REQUIRED IN ALL SALES TRANSACTIONS BETWEEN NFM AND/OR CONSUMERS. In fact, the final sales charge/s reflect any discount/s and/or credit/s towards purchase of goods and/or services between NFM and/or consumers.

Instead, NFM Casey had breached the sales agreement of goods and services under Texas law. Section 17.46 of the Texas Deceptive Trade Practices-Consumer Protection Act (DTPA) makes unlawful any false, misleading, or deceptive acts or practices in the conduct of any trade or commerce.

Again, I was assured by NFM sales representative that an even exchange of an item that was unavailable for an item that was already available would include "free of charge" for shipping and delivery to my home address but, that was not the case, and NFM Casey had failed to adhere to the original sales agreement and/or any new agreement between NFM sales representative and me.

The team has been here 3 times and refuses to remove the platic, I did not accept the lat one. I want a perfect fridge! If I have to do it it would cost in excess of 1600. A razor bladem will not wor as it scratches the surface. The3re is plaqstic in every nook and cranny. I want this fridge to be FREE as much time as I going to have to spend or my pick of any counter depth fridge in yhr store at the same price. I have spent ovber 20, 000 and had issues with every delivery. New Temperpedic bed thaqt was not working and no warranty book or instructions. The didn't pit the legs on the bookcase. Just totally frustrated and its a brand new house.

This message is to remove the late payment that you guys put in my credit!.

When I bought my furniture I set up an authomatic payment so that way I I don't have to worry a bout being late on my payment, since I was never late on one.

Yesterday I noticed that my credit score dropped 50 points for no reason, and today I received a voice mail telling me to call your number.

When I called the gentleman who was really rude told me that I was late on my payment since December, how that can be possible? I set up an authomatic payment since December!

Also I tried to speak with a manager, they send me straight to voice mail, 2 hors by and they never call me back

Also if it was any problems with the payment why you guys never notify me with a call or a letter? First of all I want you to remove the late payment on my credit report and also I'm gonna file out a complain with the corporative.

I work for Berkshire Hathaway as a business Manager and we don't do business or treat people that way, so I'm gonna make sure that this no happen to anybody else again.

Of course no more business for Nebraska furniture

I hope at least you guys can answer this email and fix the problem.

By the way I already made my payment by phone here is the confirmation # 141914

In case that you need it to fix this big problem that you guys created.

Alicia Alvaro

This is the eamil is what I sent to you guys yesterday, still no answer.
I talked with my lawyer this morning and what you guys did it's illegal, you guys never notify me by mail or phone that my account was past due before hurting my credit.
I was nerver late in my live in any payments and you guys mess my credit when I setted up an authomatic payment.
Thats unacceptable.
I hope you can fix this and dont have take futher acctions
Alicia alvaro
[protected]@gmail.com
I hope at least someone can contact me and fix this issue

"I purchased a mattress set from Nebraska Furniture Mart on 07/22/15. The salesperson who sold me the mattress believed the mattress to be a "perfect fit" for my needs as I suffer from bulging discs, torn discs, and arthritis. He also informed me I needed to purchase a $150 mattress protector otherwise the store would not take the mattress back on exchange due to possible stains. I declined the offer for them to take more money from me as I felt it was a sales ploy and truly, it is. He told me this is necessary to make sure the mattress didn't get "stains" on it. Well my question to them is how do you know the customer even uses the mattress protector? Too, I already have a very expensive mattress protector. I asked a customer service agent today, 07/28/15 about this and she said well, "All we can do is trust the customer will put it on." So how does this guarantee anything? That statement there told me it was exactly as I thought, that it is indeed a sales tactic used to get the customer to spend more money. Too, the salesman told me when the mattress is returned, it is sprayed with loads of chemicals (most likely toxic) so it can be re-sold as used. That in itself doesn't seem very safe to me. I'm extremely disappointed with this company and will never ever purchase another product from them. They are in no way concerned or have care for the customer who is spending money at their stores keeping them in business. the only thing I was offered after the customer service rep spoke to a manager, which was so ridiculous btw, was that I could bring it back and exchange but I would have to pay a 25% "restocking" fee. Please do not purchase a mattress set from this store. They will screw you over!"