ComplaintsforNebraska Furniture Mart

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a couch from NFM on February 24, 2024, and the couch has strings coming out all over there fabric. They sent a technician out to Do an assessment and he agreed that it was bad and wrote up a report stating so. NFM has reached out to the manufacturer, and they are Stating that this is normal wear and tear and are wanting to charge me a 25% restocking fee for them to take the couch back. NFM has stated that the manufacturer does not want to back up their furniture and there is nothing that they can do from there. I did purchase an extended warranty and I’m waiting to hear back from them. However, if I make a claim with them, I can never make another claim even if I get a new couch. I do not think this is fair as the couch has been in my possession for just over six months. I am hoping to get some resolve. This does not seem like normal wear and tear, but a manufacturers issue with poor quality. I will not ever purchase furniture from them again.

  

  Business response

  09/16/2024

  Thank you for reaching out. The manufacture did state this is not a defect with this fabric and would not offer a return or reselection. NFM as the retailer only handles returns and exchanges within the first 30 days and after that we do work within the manufacture’s guidelines for service. Since this was delivered on 2/24/24 it is outside our return period and the manufacture is stating it is wear and tear, we are offering to return the sectional with a 25% restocking fee as a onetime courtesy and the remaining balance to be used towards the reselection. Please let me know if you would like to process this return or if you would like to wait and hear from the extended warranty company. Generally, they will forward you back to service through the manufacture since you are within 1-year. Thank you in advance.    

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 1, 2024, my family and I visited Nebraska Furniture Mart (NFM) Dallas / Fort Worth at 5*** ******** ********* **** **, The Colony, TX 75056, at 6:30 PM. We were assisted by sales manager **** *****. From the outset, we were pressured to rush our decisions, but we carefully selected our items. We reached the customer service desk at 7:55 PM to complete the payment, valid until 8:00 PM. Cashier **** informed *** ***** that it would take about 10 minutes due to pending returns. Despite actively working on our payment, *** ***** abruptly canceled our reservation. As a result, we spent over an hour with the payment team and a total of 4 hours at the store, leading to significant frustration and mental distress. *** ******* unprofessional, dismissive behavior caused mental harassment. Attempts to escalate the issue with clearance manager *** ****, and later NFM management, resulted in dismissive responses, with no meaningful resolution. We were left feeling neglected and disrespected as customers. Summary of Issues: Unprofessional Behavior: Pressured to rush decisions, reservation canceled without reason while we were completing payment. Mental Harassment: The pressure and abrupt cancellation caused stress and frustration. Wasted Time: Spent over 4 hours at the store due to *** ******* actions. Lack of Resolution: NFM management was dismissive and unaccountable. Desired Resolution: Formal Apology: Acknowledge the unprofessional conduct and harassment. Compensation: For time lost and the stress caused. Policy Review: To improve customer service. FTC Report Number: *********  I hope the BBB will help resolve this issue and ensure NFM takes appropriate action.

  

  Business response

  09/13/2024

  Hi ******
  We appreciate you reaching out regarding your recent experience and understand how upsetting it was for you. We have informed all management responsible and will continue to use your feedback to improve customer experience in the future. Our Customer Service General manager spoke with you on 9/11/2024 and apologized on behalf of NFM for this unfavorable experience. Your current open orders scheduled for delivery 9/16/2024 have been given free In Home delivery as a one time courtesy. Please let us know if you have any further questions or concerns. Have a great day! 

  Customer response

  09/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Dispute Resolutions and Nebraska Furniture Mart Team,
  Thank you for your response. However, I would like to address several incorrect claims made by Nebraska Furniture Mart and explain why I am not satisfied with the resolution offered.
  

  7-Piece Sectional:
  The response mentions a discount of $718.20 off the total orders, including waiving the In-Home delivery fee. However, the price of the sofa was marked at approximately $2094 (if I remember correctly). I requested the sales representative to review the order price, and the "discount" you applied was already marked for all similar sofas in your store, making it a general promotion or discount. The manager adjusted the price to $1999.99, which is common practice for all your customers. This was not a special resolution or courtesy, as the price was publicly available to anyone. I kindly ask you to correct the facts in your records.
  In-Home Delivery Waiver:
  Your response claims the In-Home delivery fee of $129.99 was waived as a courtesy. However, as previously mentioned, this fee is routinely waived for customers when all furniture is delivered on the same day. I was informed by your team that if all items are delivered at once, In-Home delivery is standard practice, not a special favor. We adjusted our delivery dates to meet this requirement, and it should not be considered a special courtesy. We are making additional purchases to give NFM business, and I expect fair treatment, not a routine service presented as an exceptional favor.
  

  King Bed Frame and Nightstand:
  For the second order, the king bed frame and nightstand were part of a closeout product. The full price was approximately $1495, including the Chester Drawer, which was marked as unavailable. You simply deducted the price of the unavailable item (originally priced at $599) and adjusted the order accordingly. I paid the full price of $1062.45 based on this adjustment, and there were no special courtesies applied here. The price change was solely due to the unavailability of the product, not a favor from NFM. I feel that you are intermingling unrelated aspects of this transaction and straying from the main issue of the mental distress caused by *** ***** and the store team.
  

  Ongoing Mental Distress:
  The mental distress caused by Nebraska Furniture Mart's previous actions has been significant. Now, with incorrect facts being presented, I feel that my time is being wasted again. This misrepresentation and failure to acknowledge the actual issue have only compounded the stress my family and I experienced during this process.
  Given the above points, I am requesting that Nebraska Furniture Mart take responsibility for providing accurate information and offer a meaningful resolution. A significant discount or store credit should be applied to my current or future purchases, beyond the basic "courtesies" already given. I expect appropriate compensation for the time wasted and the mental distress endured throughout this process.
  

  To the BBB: Please note that the facts provided by Nebraska Furniture Mart are incorrect, and their response is attempting to present standard discounts and services as special courtesies. This is adding to the ongoing mental distress and wasting my time. I sincerely request that this be resolved as soon as possible.

  
  Thank you for your time and attention. I look forward to a swift resolution.
  

  Sincerely,
  ***** *****
  

  

  Business response

  09/23/2024

  Hi ****** 
  Thanks for your response. We apologize for any confusion regarding the discounts provided as they were given as a courtesy as these purchases did not to qualify for an ongoing promotion or sale. Your concerns have been provided to all management staff involved for coaching purposes in addition to the previously mentioned courtesy discounts towards your new orders. No further compensation, courtesies or discounts are being offered at this time. We hope you enjoy your week.  

• Initial Complaint

  09/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased over $10,000 worth of carpet for Nebraska furniture Mart to re-carpet my whole house and closets on June 5, 2024 during all of those sales person **** ***** SAID IT WOULD TAKE 3 TO 4 DAYS THE GROUP THAT WAS SENT TO MY HOME STARTED AT 9:30 AM ON 5 JUNE AND LEFT AT 4:30. IT LOOKED GREAT BUT AS I VACUUMED, YOU SEEN MORE AND MORE SEAMS BECAUSE THE CARPET WAS CUT TOO SHORT!!!! NFM SENT SEVERAL PEOPLE TO ANALYZE… The last one was on August 28, 2024 Josh , HE SAID HE WAS SENT HERE TO REDO THE STEPS. HE STOPPED AND TOLD ME THIS IS A DISASTER OF MISERABLE.!!!!!!!!!!!!!!! This was after he walked through the whole house you can pull carpet up in the middle of the living room with your fingers is horrible. It’s gonna be a really really really horrible job to get the house all back ready because you guys are re-carpeting the whole house now I had to move my grandfather clock had to pay someone to do that I had to do all the vents And air duct cleanings…J had to do a lot of work I have multiple sclerosis. My son is back in college. He’s not going to be able to help me do any of this. I think you should replace the carpet. AND CALL IT EVEN!!!

  

  Business response

  09/13/2024

  Thank you for bringing this to our attention. We do have a separate team that handles all flooring questions and concerns. I will be happy to reach out to them directly regarding this issue and provide you an update through the BBB.

  Customer response

  09/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I keep getting bills in the mail for a ******* * ****** I have called Nebraska Furniture Mart several times telling them to stop mailing this persons bills to my house. I have never heard of *** ***** and she has never lived at this address i built this new in 2016 and i am the only person that has ever lived here the account number on the mail is ********. Please STOP sending her mail to me.

  

  Business response

  08/29/2024

   I am sorry to hear about this issue. I will go ahead and put in the request with our team to remove you from the mailing list. Once I get a confirmation, I will be happy to respond back through the BBB. 

  Customer response

  08/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: they always say this but continue to mail this random person mail to my house
  
  Sincerely,
  
  ****** *********

  

  Business response

  08/30/2024

  The request to have direct mail to your address has been received. It does take roughly a month to process so if you receive any further in October please reach out to us directly at ************** ********* ****** 

  Customer response

  09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: i got another letter in mail today ******* ***** does not live here
  
  Sincerely,
  
  ****** *********

  

  Business response

  09/13/2024

  The request to have this issue has been made to the proper team. As advised previously, it does take some time (roughly a month) to completely process. We have also advised the customer via email that this has been submitted for him. Thank you for your patience while we address this. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I ordered a custom sofa on 7/8/24, completed payment on 7/13/24. Was told the order was in on 8/22/24 and scheduled a delivery for 8/26/24. After making arrangements for people to be off work to be home for the delivery, we received a phone call two hours before delivery that a piece of the sofa did not arrive and that the sofa will not be in until sometime in October. We sold our current sofa over the weekend assuming our new one was arriving. Similar situation happened to us in 2019. We have spent tens of thousands of dollars over the years at NFM and seem to always have issues with the delivery/in stock.

  

  Business response

  08/29/2024

   Thank you for reaching out. I am showing there were 3 orders that have all been delivered. Order 101107471 was delivered on 8/28 (for the right are facing condo sofa).  This was a mis-tag from the manufacture and was not the same color as the other item on the order.  The customer was notified the correct color was found and it was scheduled for delivery on 8/30. The customer called in on 8/28 that they would pick it up since there were not going to be home for the delivery.  Order ********** was delivered on 8/26 and had the other pieces of the sectional and a twin bed. The ottoman on order ********** (ottoman) was picked up at the warehouse on 8/15. I am not showing there are any remaining items to be delivered. Can you please confirm that everything has been received and in good condition? Thank you in advance.  

  Customer response

  08/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ****

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nebraska Furniture Mart (NFM) is in violation of the FCRA and Metro2 Compliance and reporting violation. 15 USC 1681a(d)(2)(A)(i) (2)EXCLUSIONS.—Except as provided in paragraph (3), the term “consumer report” does not include— (A) subject to section 1681s–3 of this title, any— (i) report containing information solely as to transactions or experiences between the consumer and the person making the report; NFM reported transactions from account #******** to my consumer report. The above section 15 USC 1681a(d)(2)(A)(i) clearly states that transactions between the consumer and the person/ Corporation making the report is not included on the consumer reports yet you are reporting this information to my consumer reports! The reporting of excluded information pursuant 15 USC 1681a(d)(2)(A)(i) to a consumer report is Clear violation of Metro2 compliance! NFM has refused to provide me with the Metro2 compliance disclosure on reporting transactions to a consumer reporting agency and has also refused to delete the reported transactions from my consumer reports effective immediately. Furthermore 15 USC 1666b(a) (a)TIME TO MAKE PAYMENTS A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. I need NFM to provide me with all legally required notices that should have been sent to me including the Metro2 compliance disclosure on reporting transactions to a consumer reporting agency. I also need NFM to delete the transaction from my consumer reports and any transactions reported to the Credit Reporting Agencies. Best Regards,

  

  Business response

  08/23/2024

  Thank you for reaching out. I will be more than happy to see how I can help. Can you please verify the complete name, address with city, state and zip code and phone number associated with the account?   I was not able to pull up an account with the information provided. I look forward to hearing back. Enjoy your day.  

  Customer response

  08/23/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  complete name: Dennis Kwarteng 

  Address: **** ***** **** ******* ******* ******** ** *****

  Phone: ************ 

   

  
  
  Sincerely,
  
  ****** ********

  

  Business response

  08/31/2024

  We have and continue to report accurately on his credit report. We follow all FCRA and Metro 2 guidelines accurately according to the law. I do see that we reported two late tallies on him back in 2017 (August and February). Those have auto-deleted for how old they are. A more recent one is still being reported on his bureau, starting in January 2018. He also disputed this one with us, and after our research, we did report it accurately; he also admitted that he was late. He wanted it deleted as goodwill. At this time, we told him that NFM policy is that we do not delete information that is being accurately reported. Dennis then threatened NFM with a BBB complaint and legal action.
  We are reporting ****** accurately to the 3 major CRAs and will continue to do so. The late tally stays on his credit bureau for seven years. So, in January 2025, the tally will be auto-removed (5 months from now)

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not repaired my recliner since damaged and it's been 4 months they haven't fixed it. They say not enough pictures no parts no service available etc etc they won't fix my recliner gor any excuses giving me the run around.

  

  Business response

  08/19/2024

  I am sorry to hear about these concerns and understand it is concerning. I am the extended warranty company *********** is addressing the issue. It looks like on 8/16/24 our customer service reached out to the SquareTrade and transferred the customer over. *********** is needing a picture (motor). They are working within their warranty guidelines for the repairs. It is a process, and they will be happy to continue to assist you.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  NFM sells insurance for their products, which I purchased. NFM does not stand by the insurance they sold and disengage themselves from the process and refuse to take ownership. The item I purchased (recliner) was of shoddy construction. It broke. I want a replacement. They refuse to resolve this issue.

  

  Business response

  08/15/2024

   I am sorry to hear your having issues with your sofa and understand it’s a disappointing situation.  NFM as the retailer has a 30-day return and exchange period from the date of delivery. After that period, you would be covered under the manufactures warranty (Ashley Furniture) for a period of 1-year (from del date). I am showing your order was placed delivered 10/07/2022 so you are beyond those dates. Any issues after the manufactures warranty expires would be an out-of-pocket expense if the optional extended warranty is not purchased. NFM does sell the warranty for SquareTrade however, the policy, guidelines are service is handled through them directly. NFM is not able to make decisions for them or to their policies. SquareTrade is for repair on covered issues unless deemed unrepairable. I am showing a mechanism has been order and once it has arrived SquareTrade will reach out to schedule the install. Thank you.  BCL

  

  Business response

  08/17/2024

  NFM only offers a return or exchange within 30 days for the date of delivery. Please see our policy at the following link Returns & Exchanges | Nebraska Furniture Mart (nfm.com).  The return and exchange period on you order ended on 11/07/2022.  The manufacture warranty (provide by Ashley Furniture) is from 1-year from the date of delivery. The manufactures warranty ended on 11/07/2023. This can be viewed at the following link Ashley HomeStores - Warranty Information (ashleyfurniture.com). The mechanism (part) cost would be covered for 5 years but the labor is only covered for one.  Any labor costs and parts not covered under the manufactures warranty would be an out-of-pocket expense without the purchase of the extended warranty. You can view SquareTrade's warranty by vising the following link Terms & Conditions | Allstate Protection Plans (squaretrade.com) and selecting Nebraska Furniture Mart. They do advise that they will repair, if deemed unrepairable they will exchange and if an exchange is not available, they will provide a cash settlement (Section 6 -How will we service your product). SquareTrade does have the mechanism on order to fix the recliner and are working within the warranty they provide. The customer will need to continue to work with the extended warranty company and address any questions or concerns with a representative from SquareTrade (Allstate) directly since we are not able to make decisions or speak on their behalf. 

  Customer response

  08/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  You are directing me, the consumer, everywhere except to a solution where an inkling of ownership is taken on your part. This policy, that policy, consumer has to work directly with the warranty company as NFM refuses to indemnify the very insurance they SELL. NFM refuses to participate in a process of solution. I truly feel like customer #12,877,503 and nothing more than just a number. This isn't how business should be done. Own the inferior products you sell, own the inferior insurance you sell and profit from. Stop passing off the buck to anyone and anywhere you think will get you off the responsibility seat. Work with the consumer, me, and let's get this debacle resolved. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Before responding and stating that this is a duplicate complaint, NOTE that it is NOT a duplicate. The initial complaint was never sent to the company. This is not a duplicate and it was never resolved. I purchased some outdoor furniture on 9-JUL for an event on 17-AUG. I was told that it would be delivered by then. I received a call this morning, 6-AUG stating that it was now at the warehouse and ready to be delivered. They called to schedule a delivery date and the first available delivery date to my address is the 26th of August, 9 days after my event. So, in a nut shell, they wanted my business so bad that they promised delivery, knowing it may NOT be possible. I had to put down a non-refundable mandatory 25% to secure the order, not knowing that again NFM would let me down. I was initially told that my order would arrive on the 27th of July, that did not happen. Now it is the 6th of August and it arrived but they refuse to deliver it before the event in which i intentionally purchased the furniture for. It seems like every time I make a purchase with NFM there is a battle with my order. The woman on the phone admitted it could be delivered earlier but then that would mean someone elses order would have to be delayed. Frankly I do not care, I was promised my furniture by my event date, they can choose anyone elses to be delayed or get an additional delivery truck out in the area to ensure they keep their promise to me. They also said i could come pick it up, however this was a free delivery purchase, it would cost at least $250 to come pick it up ourselves and we would want to look it over to ensure there was no damage as is often the case.

  

  Business response

  08/15/2024

  I am sorry to hear about this issue and understand it frustrating.  I apologize, as stated on your receipt we are unable to guarantee delivery dates. The dates are provided to us by the manufacture of the items and based on their stock availability to ship and transportation and are estimated only. The order would not be able to be scheduled if there was not available space.  I will look into why you would tell this because we would not be able to "bump" another customer and it will not let us offer dates we can't get your order on. I am sorry you were told this information. Good news!  I see that you are scheduled for delivery today 8/15 so I am happy they were able to address this for you. 

• Initial Complaint

  08/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 28th we entered store to purchase a TV with gift cards obtained from a large purchase. The store would not honor those nor did they offer to check if they were valid. They said that that weekend they were only honoring 1. They then took a photo of my ID. ****** was the Manager handling the issue instead of addressing it she only walked back an forth forcing a nice you man to handle it. I called the 1800 number who confirmed my gift cards were valid. ****** was supposed to inform us by phone on when we could use them . She did not nor noted the account. My ID was copied on paper and at this time I am unaware of how my personal info was disposed of other than another nice gentleman today said he was not there but they do shred things. All gift cards that are proven valid should be honored at the time presented as the terms state. Also when obtaining someone's private info, there should be a confirmation that what was done with it. There is also no reason if the official customer service center can verify them that they could not per customer service center. The giftcards were never checked by manager on duty instead presumed to be invalid and treated customers as though they were criminals. There were also supposed to be notes on the account that were not when we returned to use the same gift cards.

  

  Business response

  08/06/2024

  Thank you for sharing your experience. I am showing that 5 reward cards were applied to your order and a cash payment of 21.33 was made. We also applied a $5.46 voucher to the purchase. All information is put into locked boxes and shredded . Please let me know if there is anything further, I can do to assist. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩