Joan S Czb

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Verified Reviewer
|5600 Nebraska Furniture Mart Dr, The Colony, TX 75056

Poor customer service

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We contacted the store in North Texas yesterday by phone to see if you had any rocker recliners in stock. Your response...yes we have LOTS. Are many in stock? Many are available but well have to check. OK So we drive out there...beautiful store well organized. Easily find the section...nice lady...but her internet doesnt work. Tried a different device...internet still doesnt work. WOW. We needed a chair soon as ours broke. When she realized she couldnt help,us because of faulty internet she went to someone else. We left...less than 15 minutes in store. We drove nearly an hour to get there from For Worth. Way more to get home in trafiic. What a disappointment, Internet doesnt work in a multi million dollar store? Cant help customers because there is no way to know inventory? Unbelievable! Customer service=zero.
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Pros:
  • Beautiful store

Preferred solution: Let the company propose a solution

User's recommendation: Not worth the trip!

1 comment
contact.us

Thank You for your Rating and Review, Jill. I am sorry about the issues you encountered with the sales associate not being able to connect to the internet to check inventory for you.

We have forwarded your review to our sales management team for review and possible coaching. Please reach out to us either by live chat at NFM.com, by email at contact.us@nfm.com or by phone at 1-800-359-1200 ext.

22420 if we can be of further assistance. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.

Mary B Vqd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
|5600 Nebraska Furniture Mart Dr, The Colony, TX 75056

Left Hand Doesn't Know What the Right Hand is Doing!

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Bed and Mattress purchased in June. After months of delay on the bed, the mattress was delivered so now we get to sleep on the floor until the bed arrives which is now pushed back until November time frame. When the mattress was delivered a few weeks ago, the delivery dept neglected to call within a 48 hour time frame like I was told. They gave me a 30 min window on the day of delivery and showed 1 1/2 hours later. They told me they had my bed too, set it up and it was the wrong bed (Queen size) which belonged to the next stop. (0ur mattresses are king size) Customer Service continues to give me the runaround and provides nothing but excuse after excuse and my salesman is doing the same. He's even gone so far to tell me the bed is ready to go in a warehouse at a California vendor location. Nebraska Furniture Mart should suspend their TV advertising because they cannot DELIVER!!!!!!! I don't know how I can ever step foot in this store again. This is our 3rd order (1st 2 were appliances) placed with NFM this year and cancelled both under similar circumstances. "Smoke and mirrors"!!!!
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Cons:
  • Customer service and delivery

Preferred solution: Deliver product or service ordered

2 comments
contact.us

Thank you for your rating, Mary. I am sorry that your order keeps getting delayed from the vendor, Please DM us with order information and we can investigate this and see if all avenues have been explored or see if there is anything further that can be done.

Mary B Vqd
reply icon Replying to comment of contact.us

Direct Message to where??? I'll be happy to share my information with the head of the Customer Service Department or the CEO. Please advise.

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Anonymous
Plano, Texas, United States

Lack of customer contact

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They have our money. They will not talk with us.
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User's recommendation: Be very careful and check your details. After they get your money, they don't care much.

1 comment
contact.us

Thank you for taking the time to provide us your feedback. We are sorry about the experience you have encountered with the delays in your product arriving.

Please reach out to us either by live chat at NFM.com, by email at contact.us@nfm.com or by phone at 1-800-359-1200 ext.

22420 to see if all avenues have been explored or see if there is anything further that can be done. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.

MelissaandKevin D

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
|700 South 72nd Street, Omaha, NE 68114

We bought two mattresses and box springs w bed bugs

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Updated by user Oct 15, 2020

We have called Orkin to come out to our home and they charge 1570. And this is without the 95.00 inspection fee and also each time they send a rep out to our home which was not in the delivery area for OUR mattresses ( and was when we got our whole living room set...

Original review Oct 15, 2020
So we have never had a big problem . Lets say that . We rarely travel and have virtually no company as we live in the country . I finally had enough money to replace the beds and so I bought new ones and both rooms are infested not even six months later .
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Loss:
$6100
Pros:
  • Big store
  • Sales team
  • Selection
Cons:
  • Delivery
  • Lack of accountability when they make the mistake
  • False statements on warranty

Preferred solution: Let the company propose a solution

2 comments
Guest

This is not the first time I have heard that this has happened.

contact.us

Hello Melissa and Kevin, we are sorry to hear of the circumstances and we understand that this is an unsettling situation and apologize for any distress you are feeling. Bed bugs are very commutable (through luggage, purses, coats etc.) and they can travel very easily through apartments as well as electrical and plumbing access points in homes.

If the bugs were to come from the factory or NFM we would have a mass amount of customers reporting this issue to us, this is not the case. If you have any further questions please call 1-800-359-1200 extension 22445.

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Anonymous
Omaha, Nebraska, United States

Warranty on chairs

Bought LB power recliner on june 25th for our diabled granddaughter with in 2 months it started falling apart pieces breaking off back wont raise and foot wont go back in . I sat for 6 hours trying to get someone in customer service to answer eather would , answer and then would get disconnected or they would hand up not sure which. Finally got hold of someone they sent someone out ten days later. The person was very knowledgeable about chair and stuff but could not help we still have broken chair and maybe might be getting aparts in mail to fix but might be 3 to 4 weeks . I personally think chair should be replaced totally.
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1 comment
contact.us

Hello, we apologize for the issues you are experiencing with your recliner. We understand your frustrations with getting this resolved, and we would be happy to check on the status. Please contact us at 1-800-359-1200, email contact.us@nfm.com or chat in at www.nfm.com.

Anonymous
Omaha, Nebraska, United States

Warranty on chairs

Bought a lazyBoy power recliner gor out disabled granddaughter on june 25, 2020 ahd with in 3 months it started falling apart . Parts falling off or breaking . Tried called lots of time could never get threw longest on hold was 6 hours then just gave up finally after a mont of trying finnly got threw took another week and half to come out and look . The guy that came qas very nice and very well informed about the chair but now will take another 7- 10 days to them to deside what to do with the chair . I personally think it should be replaced . We also have that 299 dollar insurance .
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1 comment
contact.us

Hello, we apologize for the issues you are experiencing with your recliner. We understand your frustrations with getting this resolved, and we would be happy to check on the status. Please contact us at 1-800-359-1200, email contact.us@nfm.com or chat in at www.nfm.com.

Anonymous
Garland, Texas, United States

Unhappy customer/will never buy another thing from them

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Bought a dresser and mirror from them, they brought the changing table, but not the actual dresser???? The mirror was shattered inside the box, you could hear it as the guys were bringing it up the sidewalk. Got a second delivered broken again. Dont
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User's recommendation: dont have anything shipped to you it will most likely be broken

1 comment
contact.us

Thank you for taking the time to reach out to us Pissed Consumer 2302242. I am sorry about experience you have encountered with your dr4sser being delayed and the mirror arriving broken twice Please reach out to us either by live chat at NFM.com, by email at contact.us@nfm.com or by phone at 1-800-359-1200 ext.

22445, we would be happy to see if all avenues have been explored or see if there is anything further that can be done. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.

joan s Thb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
|5600 Nebraska Furniture Mart Dr, The Colony, TX 75056

Sales people had no internet...couldn’t buy a thing

Drove from North Fort Worth after a call saying they had rocker recliners in stock. Get there saleswoman couldnt get on internet so had NO idea what was available. Long drive for NO furniture.
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Pros:
  • Large selection

User's recommendation: Call before to see if they have working internet.

1 comment
contact.us

Hello Joan, we apologize you were not able to get the information needed to make a purchase on a recliner. We understand how frustrating this can be after your long drive.

Please contact our sales team, and we can assist you over the phone, 1-800-359-1200 ext. 22421.

Anonymous
Plano, Texas, United States

HORRIBLE

After giving our big check. We cannot possible get any more communication with NFM. We will never do any more business with NFM.
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User's recommendation: Be Very Careful!!

1 comment
contact.us

Thank you for taking the time to provide us your feedback. We are sorry about the experience you have encountered with the delays in your product arriving.

Please reach out to us either by live chat at NFM.com, by email at contact.us@nfm.com or by phone at 1-800-359-1200 ext.

22420 to see if all avenues have been explored or see if there is anything further that can be done. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.

Richard L Gio

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
|1601 Village West Pkwy, Kansas City, KS 66111

POOR CUSTOMER SERVICE AND COMMUNICATION

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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.
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Pros:
  • Ease of shopping and location
  • Variety in product
  • Competitive pricing
Cons:
  • Lack of accountability when they make the mistake
  • Lack of transparency and honesty

Preferred solution: Let the company propose a solution

User's recommendation: Maybe, as of now we are unhappy about being lied to and being sold product that was unavailable.

3 comments
Guest

We have had a very similar situation with this store, that has prompted us to definitely shop around before even considering NFM again.

Richard L Gio

The issue was not exclusively the delay as I mentioned in my initial review but rather the fact that I was lied to. I am happy to put the Customer Services name here if you like but I prefer not to out them in a public forum.

I was told without question that we would have a mattress on 6/3/20 by this CS rep. Without question!!! I followed up on Tuesday on 6/2/20 as we had not received a call as we typically do. I was then told the mattresses were not available.

The Supervisor said they called us but they didn't. There was no record on the home caller id or the cell phone caller ids for myself or my wife as all numbers were listed for contact. In addition, there was no voicemails on any of the 3 phones. The lie or mistake and then covering it up with excuses is the issue.

We have left positive reviews many times and we do not ask for handouts. However, the rep and the supervisor handled this very poorly and that does not have anything to do with whether or not the product is in stock or not. It was unprofessional, the rep was nice but not honest and the Supervisor simply wouldn't listen to my point. Will we never shop at NFM again, no, I would not go that far.

However, will we look elsewhere rather than going to NFM? Absolutely we will. This issue was not a product issue but a people issue. NFM "was" known for quality customer service.

There must be a different focus and initiative now. If we do order online again, I will remember that in-stock and out of stock on your website means absolutely nothing and that the company is completely unaccountable for their employee's actions.

contact.us

Hello Richard, we are sorry for the circumstances that has happened and that the mattress was delayed. It is not our intention to delay the product.

NFM receives an estimated/approximate date from the vendor. It is not a guaranteed date. Vendor delays can happen, however, we do not compensate for vendor delays. We can help with a re-select of another mattress that is in-stock, if needed.

We hope this one incident does not steer you away from making other purchases in the near future.

If you need any further assistance please chat with an agent at www.nfm.com, email contact.us@nfm.com, or call 1-800-359-1200 extension 22445. We thank you for your continued patience and feedback about your experience.

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Arnell Fnf
Naperville, Illinois, United States

Horrible service

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I've had a sofa delivered four times and has been damaged each time. I was supposed to have a new one delivered today and just got a call saying I wasn't put on the list. This has been going on for three months now. Customer service says nothing they can do really! I will be taking my money elsewhere for now on.
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Loss:
$400
Pros:
  • Salesman
  • Awesome sales team
Cons:
  • Product quality

Preferred solution: Let the company propose a solution

1 comment
contact.us

Hello Arnell! We are sorry to hear of the multiple damages to your sofa and that delivery was not available for today.

We will try to get you the soonest date possible. If you have not yet been assisted, please call 1-800-359-1200 extension 22445, live chat at www.nfm.com, or email contact.us@nfm.com

Lana S Kne
Omaha, Nebraska, United States

Worst shopping experience

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Absolutely the worst shopping experience. Spent about $7000 on multiple products 5 months ago that were supposed to be delivered within 1.5 months. Only one item was delivered on time. Other orders were 4 times delayed. On delivery day the crew demanded to remove front door without the actual need for it due to measurements, crew left leaving my front gate fence broken and wide open without any attempt to deliver furniture, then customer service person in delivery department lori called, had worst attitude and hung up on me, never called back, after an hour being on hold with general customer service number the delivery was rescheduled, I learned that removing the front door was not the only option for delivery. I so regret I spent so much money with them. Will never ever ever purchase from NFM. Spend your money somewhere else.
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Cons:
  • Broke my front fence gate
  • Used my money for 5 months now and did not deliver products
  • Bad f n attitude

Preferred solution: Deliver product or service ordered

1 comment
contact.us

Thank you for taking the time to leave a review, Lana. I am sorry about the delivery experience you have encountered with our delivery team.

We are also sorry that the COVID 19 has interrupted the world's supply chain and vendors are not getting the raw materials in a timely manner to produce the product at a rate equal to pre-pandemic levels and delays are continually happening which is not allowing for accurate replenishment information being able to be provided. Please reach out to us by either live chat at nfm.com, email at contact.us@nfm.com or call us at 1-800-359-1200 ext.

22420 and advise us how your order information so we can see if all avenues have been explored or see if there is anything further that can be done. We appreciate you choosing Nebraska Furniture Mart and look forward to helping you again.

Anonymous
Fort Worth, Texas, United States

Delivery and set-up

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Order number 9048**** My delivery/install was Friday 7/17 I had many parts left under my bed and behind my headboard after the installers left. The center parts that keep the bed up were not installed. A technician had to come and take the bed a part and resources the entire bed to make it correct. I had to take the day off to be here for the technician. I paid for delivery and install. I would like to discuss being compensated for some are all of that portion of the service
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1 comment
contact.us

Hello! We show you have emailed into contact.us@nfm.com and we will continue to communicate through that outlet. Thank you.

King C Ybb
Dallas, Texas, United States

Recent experience

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Very disappointed (especially as I am a Berkshire fan and investor) in Nebraska’s position and customer service. My wife and I bought 4 patio clearance chairs, I paid their price, and Nebraska failed to complete their end of the transaction and deliver the merchandise. Presumably, they either sold them a second time or simply lost them. Then they refused to make it right. They mentioned that they could buy them from the manufacturer and deliver then in several seeks but want me to pay any cost overage. I frankly expected better from a Berkshire company, They do not live up to their end of a transaction.
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Preferred solution: Deliver product or service ordered

User's recommendation: Nebraska does not live up to hier end of a transaction

1 comment
contact.us

I am sorry for this disappointment and for any frustrating it may have caused you. We would be more than happy to a look into this situation to see if there is anything further we can do to assist you.

Can you please provide the complete name, address with zip code and phone number associated with the account?

We can be contacted by calling 1-800-359-1200 extension 22445, live chat in at www.nfm.com or by email at contact.us@nfm.com. We look forward to hearing back from you.

Dianne P Npw
Omaha, Nebraska, United States

Dented refrigerator delivered twice.

I had purchased a LG refrigerator and when it was delivered after waiting a month it was delivered dented, a new one was ordered and today delivery person contacted me that he noticed it was badly scratched and he would return it to the store. I was later called by Mike from the delivery department telling me that scratches and dents are common and I only have one more chance with this refrigerator. I paid 3500 and will not be strong armed into accepting scratched or dented appliances. I called customer service to ask what Mike meant by one more chance s apologized and she ordered me another refrigerator. My question is how he can tell customers this?and not lose customers. I don't have to shop NFM because there are plenty of other places to shop for appliances and would appreciate you talking to him about his attitude. Dianne Peter's 402 861 ****
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Pros:
  • Store
Cons:
  • Product or customer service

Preferred solution: Let the company propose a solution

1 comment
contact.us

Hi Dianne! We are sorry that you felt strong armed and it is definitely not the way we would like to be portrayed.

If an item keeps coming in damaged it may not be cost effective to return and replace. We allow up to three times before we advised to return and re-select to something else. Of course we want your items to come in pristine condition with no dents and scratches, however, there are times where this can occur. I do show Lauren was able to get a new order going for you and to advise our prep team to check the merchandise before delivery.

We will also forward your concerns to Mike's manager for a coaching opportunity.

We do feel this transaction could have gone smoother. Thank you for your time and feedback!