It appears that NFM thinks it is OK to not tell the truth, and OK that their installers take unused items from the job and do not turn them in for credit to the customer.
This was my response to NFM after they provided False information to the BBB:
"Sergio, the guy who measured for the flooring, has provided false information. He stated that I did not have A/C. I have A/C In my home, and it was on the day the crew installed the floor. I work from home, and there was no need for me to have the A/C on at the time Sergio arrived. He commented on it, and I told him that the A/C would be on when the flooring is installed. I told him I do not turn the A/C on until later in the day. Why should I provide A/C to someone who wont be there that long?
Why do you think it is OK to provide false statements? Federal law says you are supposed to provide the cost of the work before it begins. The store told me it was "Their Rule" to remove any previous tile. Who do you think you are telling me what I can and can't do in my home? I have no paperwork with my signature stating the cost of the any tile removal. I had no knowledge that there was even tile under the carpet until it is removed. It wasn't in the other rooms.
Your installers took things that did not belong to them. They took the extra baseboard that I was charged for. I was charged for SIX pieces, and they used less than FIVE pieces. They took the SIXTH piece with them, and did not turn it in for credit. They did the same thing with the Glue, and the bags of cement that were sent to my home. I had to fight to get credit for these items. It is NOT OK with me that people come in my home, damage my hallway wall, stain my hall rug, and then take things from my home that do not belong to them.
They tried to take the 1000 foot box of plastic that I was charged for. I asked the installer if NFM was only charging me for what was used. He responded, "They will not let us return it." He took it outside. This makes him a thief. You (unnecessarily) removed the tile without providing a cost first. You didn’t allow me to make an informed decision on having it removed. Your crew took unused items from my home and didn't turn them all in for credit. I had the need to install Crown Moulding in the room.
I purchased Six -Eight foot pieces. This makes Forty Eight Feet. I had One full piece left and about 40.5 inches left over from piece #5. So you see, I was charged for Six pieces and they took one of them. They were going to take the left over partially cut piece, but I rescued it from the front yard. I was told by a Manager at NFM "We did the work, so you are paying for it." I did not authorize this work because I was not provided anything in writing how much I was going to be charged.
Again, there was NO NEED to remove the tile. It is like going to someone's house; mowing their lawn, then expecting the homeowner to pay them without first discussing price. This is EXACTLY what NFM did!! I know for a fact that other flooring companies do not require tile removal because I checked. There was also no reason whatsoever to put cement on my floor. There were no cracks and it was level. I know because I had a foundation company check it after an earthquake hit my home a few years ago. I never thought I would ever be treated like this by NFM.
The internet is flooded with complaints against them, and it is pretty obvious they do not care. I fully expect to be credited for the baseboard and for the work that I did not authorize. Your installers are dishonest, and that is really sad. They also tripped two of my circuit breakers and said nothing to me. I have a device on one of my outlets that sounds an alarm that the power is off. I called the store to get this worked out, and I was not called back. Since you insist on charging me for the removed baseboard piece, and for work that I did not authorize, I am going to send you a bill for the damage to the wall in my hallway.
They also nicked the walls. They were painted several days before they arrived. I have made every attempt to resolve this, but NFM seems to not want to. I guess I will have to take the appropriate action. You have also made it very difficult to pay the monthly charge statement. Shame on NFM for this deplorable behavior."
We’ve been doing business with Nebraska Furniture Mart for years out of Kansas City, KS and have spent nearly $27k on merchandise and have bought about 30 items. Over the last four years or so, we’ve experienced numerous problems.
The first major problem was on our Kitchen Aid dishwasher. It was overheating the water and was breaking glasses, plastic, and dishes. It even broke one of the machines’ internal parts. Their warranty company, Assurant, repeatedly sent out servicemen; they stated nothing was wrong with it. We finally filed an attorney general and BBB complaint. Only then did the dishwasher get properly fixed; they replaced the heating unit, and we didn’t have problems with it after that.
The second major problem was a custom furniture order. The sofa was ordered incorrectly by the salesperson. Soft instead of firm cushions were ordered and the wrong upholstery was on it upon arrival. When we complained, NFM customer service tried to argue with me, stating we had ordered it wrong and that they were not correcting the order. I had to get the sales manager in custom furniture involved. He contacted customer service, advised them the salesperson had ordered it incorrectly, and that the items would need to be remade. Obviously, customer service should not have argued with me and should have proactively contacted the department to verify that my story was accurate.
So, when the furniture came in again, the delivery men broke the red leather recliner; the chair had to be remade. When they went to deliver the new chair, they damaged it again, scratching the wood and scuffing the leather. They sent out a furniture repairman to fix the damages. By this point, we had 3 problems and it took almost 9 months to get our order resolved, so I filed another attorney general and BBB complaint. I requested a 15% discount on the order due to all of the problems. They gave it to us.
The third major problem was on a Samsung dryer. Within one year, the dryer had gone out twice and all the parts had been replaced it in. Again, Assurant and Samsung were both terrible to deal with. So, more complaints were filed. I asked NFM and Assurant to extend the warranty on the dryer (we bought a three year and I asked it to be extended to five), because I was concerned it would go out again when the warranty had expired. Thiswas an arm wrestle, but they finally agreed. About two months later, the dryer went out again, so they had to replace it. But the warranty through Assurant on appliances is shady.
The problem is we were told they would replace it at 100% of what the item cost when the warranty was originally purchased. This isn’t exactly accurate. This is only the case if they send you a check in the mail. They do not offer this if you go in to shop for a replacement unit. For example, if you paid $800 for your original unit but decided on a $700 unit the next time around, Assurant/NFM would not compensate the customer for the lost difference. Assurant does not relay this to customers and neither does NFM at the point of sale. I’ll go as far to say that Assurant encourages customers to go directly to NFM to find another unit and discourages checks. We only found this out because corporate was wise enough to tell us. I’m sure the employee told us at that point in order to ward off another attorney general complaint which would have been filed if they shorted us the difference.
The fourth major problem involved the purchase of an LG convection range. The salesperson stated it was a convection range and that all convection ranges are the same. Not true. LG uses fan convection. GE is the only true European convection oven on the market. In addition, the LG oven repeatedly burned food over the course of a couple of months. This time, I did not file a report. Instead, I contacted the person at corporate directly. He stated he would be willing to get it exchanged and I asked that they honor the pricing on the new stove that was offered during the same period (Black Friday sale). I think that was more than fair. They honored the pricing and took the stove back.
When we went in to look for the new unit, we shortly dealt with another sales person. I told him the problem with the LG convection not working correctly. He decided to mansplain the oven to me. He asked me if I was using the right part of the convection oven, stating the top oven isn’t the convection unit. He even went as far to ask me if the right part of the oven was turned on. FFS.
The experiences with corporate were the only reasons why we decided to make a carpeting purchase with them. Big mistake.
We paid to have furniture moved during the installation. They completed paperwork prior to installing stating there was no property damage. If there was property damage, they were also required to take pictures of it. None were taken. After they left, I found they had damaged our red leather recliner (scuffs all over the red leather and scratches on the wood) and scratched the top of an inherited Ethan Allen Baumritter cabinet. On the latter, they had taken an item with a sharp bottom and had shoved it across the top of the cabinet, leaving it on the top of the cabinet which covered it up. As for the chair, I believe they dragged cut carpeting by it and the sharp edges made contact with the leather and the wood, causing the damage. The installers covered this damage by throwing blankets over it, so I didn’t find damage to either items until after they left.
I contacted NFM about the damage and they sent someone out to inspect it, the owner of the sub-contracting company. He barely spoke English and was literally clueless about the binding document they left me that stated they had inspected prior and no damages were found prior to moving the items. He stated we could not prove they did it because there was no video. I was so irate that I kicked him out of my house and called NFM directly. It only got worse from here.
When I called the location in Kansas to complain about the installer, I asked for Jerry Baysinger, but I was transferred to Ro. She asked me in a facetious tone why I wasn’t supervising them to make sure “my precious furniture wasn’t damaged”. First of all, if I needed to babysit and to micromanage the installers through the entire process, I clearly could have saved the money and could have moved these items myself with my husband. There is no reason why I should have needed to stay on top of them through the whole installation, beginning to finish, even furniture moving. So, I am totally done with the Kansas location. And even though I clearly left a follow up message on Ro’s v-mail stating she was not to call me back, that I was only going to deal with Jerry Baysinger or corporate from this point forward, she blatantly disregarded my request and called me back anyhow. So when she identified herself when she called me again, I promptly terminated the call by hanging up on her.
They have offered us a $500 discount on the carpeting purchase, but we have decided the amount offered is inadequate. We contacted a repair company about the furniture. They stated it can be repaired, but the damage will still be noticeable upon close inspection. Instead, we are asking for a 25% discount on the purchase or $1000, whichever is less, because the red leather recliner retails for $1200 and the Baumritter has a value between $500 and $800. Both pieces are devalued at this point. We have filed a complaint with the attorney general of Nebraska's office and the BBB for a solution. We have filed reports against Berkshire Hathaway.
They have been virtually impossible to deal with on this problem. First, corporate actually wrote in a BBB reply that they were letting the Kansas City location handle this complaint because I had written derogatory online reviews about the problem. If you go to the their BBB page and read the complaints, you will see their reply. Then, when I continued to complain that they needed to handle the complaint due to lack of communication from the Kansas City store, an employee named Curtis responded to the complaint through the AG’s office and implied somehow the common denominator in this problem is myself, stating I have a habit of routinely asking for discounts. Uh, no. We’ve bought nearly $27k in items over 10 years, and I have asked for a discount on two purchases due to their incompetence. These discounts would have never been needed if their employees were more careful with customer property. The stove was not a discount; rather it was a return where the previous pricing on the new item was extended. Any company would have honored this and certainly would not label it as a customer discount but honoring previous pricing. And extending a warranty on a crappy dryer isn’t a discount either. It might be helpful for a corporate employee to review a customer’s buying history before making an assertion like that.
Curtis also stated he would happily help us to close out the Nebraska Furniture Mart account (we stated we would never do business with them again after this last interaction) once the balance was paid in full. WTF? You’d think they would make an effort to avoid attrition with a customer that had spent this much money in a 10 year period. They obviously don’t care about retaining customers.
Finally (and this is kind of old), we have made other purchases outside of our NFM card. Several years ago, my ex husband and myself went into the store because he planned on making a purchase. At checkout, he provided his visa/mastercard to pay for the purchase. The back of the card was signed, so per the visa/mastercard service agreement, a merchant should not ask for id. This is common knowledge amongst visa/mastercard employees who are familiar with the merchant contacts (we both used to work for Citibank), but also, if you remember, the cards were advertised this way back in the 90s with Bob Dole as the commercial’s spokesman. I personally don’t care when I get asked for id (makes me feel a bit safer), but my ex husband gets belligerent and a bit anal and will never show id due to the contract terms. So, as a result, the cashier stated she would not sell him the merchandise, a breach of the merchant contract. So, my ex asked to speak to the store manager. The store manager apologized, told the cashier he didn’t look like he had “stolen anyone’s credit card,” and stated to us they will ask for id at this location because it is in a bad area of town and they have a problem with stolen cards at the location. Wyandotte county has a heavy African American and Latino population. My ex and I gasped, and my ex told the store manager that policy was not any better, specifically because it then looks like they are racially profiling customers if they are asking for id based on who they think looks like a credit card thief. I certainly hope they are not doing this anymore, because with the potential to record interactions on phones now, they’ll likely get a viral video and will need to do a house cleaning like the Old Navy in Des Moines and the Applebees by Independence Center.
So, I would recommend if you have similar complaints to file your own reports. You’ll need to do it with the Attorney General of Nebraska and the BBB of Omaha. Don’t bother to do it against your local store. Also, file reports against Berkshire Hathaway. I will list their addresses below:
I purchased a 65" Sony 4K TV with an extended warranty from NFM in June 2017. When we opened the box and installed the Tv their was a glitch in the top right of the screen. This glitch turned into the entire screen becoming covered in black and colored blotches that blocked the tv from any viewing. My wife and I went to the store within a few weeks to ask them what we need to do. The Customer Service Rep told us that our Warranty from Assurant would take care of us. As far as I know, he never took any notes on us, and he just told us what to do. So we called Assurant and they told us that we our warranty was not active basically until after the Sony Manufacturers 1 year warranty was over. They said we need to call Sony. So by now I am tired of being blown off and no one wants to deal with me. As far as I'm concerned, the NFM customer service rep should of just told us to bring the tv up there within the 30 day return policy to replace this expensive tv.
So I called Sony and it took a couple weeks for them to call me back and schedule an appointment with a technician to come look at it. It took a couple more weeks for the technician to come to the house. The people at Sony told me that they knew what was wrong with the tv and had to order the part. When that came in they would schedule the appt to come fix it. Needless to say when the tech got there, he looked the tv over and said the LCD screen was damaged. He did not have what he needed to fix this part. I assured him the tv was never damaged in my care. It was like that out of the box. He told me to take it up to NFM and have them return it. Well by now it is past the 30 return policy Date. So I loaded it up and took it up there. I looked up online that to return a tv I had to call a phone number and they will have me return it at their loading docks.
So, sitting in the parking lot there, I called them and told them the whole story. They told me that they could not do anything. The lady I spoke to for almost 30 minutes was cold and rude and did not care to help me out at all. She told me that I had to have a RA# (Return Authorization #) from Sony in order to have them take it back. I told her they sent me here. After spending months going in circles with everyone. Each of them pointing me to the other company. No one wanting to take care of the customer, Me. I pleaded with her and asked to speak to her supervisor, in which she told me there was none and they couldn't do anything either. So I asked to speak to the Store manager in charge, again she refused and told me there is nothing they can do. She wouldn't even let me talk to anyone else. At the same time she accused me of lying that I had never been up to the store to report the initial damage because it was never in any notes in my file. I told her that the CS Rep must no of taken any notes, but they gave me instructions to go to Assurant and that led to Sony, and back to them. After spending months trying to get someone to fix my broken tv, I was running into dead ends everywhere. Two Billion dollar companies won't help me out. I was about to just give up. I was hopeless.
I contacted Sony one last time to see if they would give me an RA# for me to return the product to NFM. They said that their warranty doesn't cover That kind of damage and that RA#'s aren't a real thing that they actually do. They don't do that. They were surprised to find that NFM would not do anything about it. They offered me a TV at a discounted price. But I am a father of 6 kids and I am out over $1500 for this tv, I can't afford another one. So another dead end. I decided to take this problem to BBB and anyone else who will listen, because this is ridiculous the way the treated me over something that they sold me that was broken. By the way, in the last year I have spent over $20,000 with them by purchasing all these items from them. A Leather couch, a washer and dryer, a Fridgerator, a King bed set, Queen bed set, range, dishwasher, and thousands of other items like speakers and such..
Your Desired Resolution:
At this time, after what I have endured and not having anyone care to help me with this matter. My children have been without a tv for 5 months now because we can't afford to buy another one. We saved up to buy this one. I want a free upgrade tv. Something to make it worth my time and trouble. It should still be a 4K smart tv like the other one, but I would prefer a Samsung and make it a 75" or bigger. I think I deserve this for what we have had to endure. This would make me happy with Nebraska Furniture Mart and continue to do business with them when I finish purchasing all the rest of the furniture I need for my wife and I's new house we are trying to purchase. We have a lot more stuff to buy on top of the already $20,000 we have spent their, and we want to continue to spend this money their because we like the store. It is a one stop shop. But we will no longer use them if they can't resolve this one little problem we have had with them. Thanks.
I purchased a new Maytag washer on April 19, 2017, with the extended warranty. Within the first month, clothes came out dirty and covered in grease spots. (I never use grease and do light laundry twice weekly). After two visits by the same service company, i was told that the new washers just don't clean clothes like old washwers. I contacted NFM to ask for an exchange but was told it was outside of the 30 day exchange period.
How do I get my washer fixed, correctly? Or get an exchange for a washer that works?? Good grief - it's BRAND NEW!!
Defaulted on my store charge card. Within 6 months received a court date of judgement without ever hearing from the attorney. Within 6 months had court date pass without hearing from anyone involved. After court date 6 months went by without any notification of judgement or from attorney for arrangements. 8 months after date of court hearing garnish of checking and savings accounts that overdrew the accounts. After taking the funds which were only a 1/5th of the value of the amount owed from my knowledge from a year ago still no word or correspondence with the groups that are party.
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 972-668-0673 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.
Nebraska Furniture Mart Reviews
It appears that NFM thinks it is OK to not tell the truth, and OK that their installers take unused items from the job and do not turn them in for credit to the customer.
This was my response to NFM after they provided False information to the BBB:
"Sergio, the guy who measured for the flooring, has provided false information. He stated that I did not have A/C. I have A/C In my home, and it was on the day the crew installed the floor. I work from home, and there was no need for me to have the A/C on at the time Sergio arrived. He commented on it, and I told him that the A/C would be on when the flooring is installed. I told him I do not turn the A/C on until later in the day. Why should I provide A/C to someone who wont be there that long?
Why do you think it is OK to provide false statements? Federal law says you are supposed to provide the cost of the work before it begins. The store told me it was "Their Rule" to remove any previous tile. Who do you think you are telling me what I can and can't do in my home? I have no paperwork with my signature stating the cost of the any tile removal. I had no knowledge that there was even tile under the carpet until it is removed. It wasn't in the other rooms.
Your installers took things that did not belong to them. They took the extra baseboard that I was charged for. I was charged for SIX pieces, and they used less than FIVE pieces. They took the SIXTH piece with them, and did not turn it in for credit. They did the same thing with the Glue, and the bags of cement that were sent to my home. I had to fight to get credit for these items. It is NOT OK with me that people come in my home, damage my hallway wall, stain my hall rug, and then take things from my home that do not belong to them.
They tried to take the 1000 foot box of plastic that I was charged for. I asked the installer if NFM was only charging me for what was used. He responded, "They will not let us return it." He took it outside. This makes him a thief. You (unnecessarily) removed the tile without providing a cost first. You didn’t allow me to make an informed decision on having it removed. Your crew took unused items from my home and didn't turn them all in for credit. I had the need to install Crown Moulding in the room.
I purchased Six -Eight foot pieces. This makes Forty Eight Feet. I had One full piece left and about 40.5 inches left over from piece #5. So you see, I was charged for Six pieces and they took one of them. They were going to take the left over partially cut piece, but I rescued it from the front yard. I was told by a Manager at NFM "We did the work, so you are paying for it." I did not authorize this work because I was not provided anything in writing how much I was going to be charged.
Again, there was NO NEED to remove the tile. It is like going to someone's house; mowing their lawn, then expecting the homeowner to pay them without first discussing price. This is EXACTLY what NFM did!! I know for a fact that other flooring companies do not require tile removal because I checked. There was also no reason whatsoever to put cement on my floor. There were no cracks and it was level. I know because I had a foundation company check it after an earthquake hit my home a few years ago. I never thought I would ever be treated like this by NFM.
The internet is flooded with complaints against them, and it is pretty obvious they do not care. I fully expect to be credited for the baseboard and for the work that I did not authorize. Your installers are dishonest, and that is really sad. They also tripped two of my circuit breakers and said nothing to me. I have a device on one of my outlets that sounds an alarm that the power is off. I called the store to get this worked out, and I was not called back. Since you insist on charging me for the removed baseboard piece, and for work that I did not authorize, I am going to send you a bill for the damage to the wall in my hallway.
They also nicked the walls. They were painted several days before they arrived. I have made every attempt to resolve this, but NFM seems to not want to. I guess I will have to take the appropriate action. You have also made it very difficult to pay the monthly charge statement. Shame on NFM for this deplorable behavior."
We’ve been doing business with Nebraska Furniture Mart for years out of Kansas City, KS and have spent nearly $27k on merchandise and have bought about 30 items. Over the last four years or so, we’ve experienced numerous problems.
The first major problem was on our Kitchen Aid dishwasher. It was overheating the water and was breaking glasses, plastic, and dishes. It even broke one of the machines’ internal parts. Their warranty company, Assurant, repeatedly sent out servicemen; they stated nothing was wrong with it. We finally filed an attorney general and BBB complaint. Only then did the dishwasher get properly fixed; they replaced the heating unit, and we didn’t have problems with it after that.
The second major problem was a custom furniture order. The sofa was ordered incorrectly by the salesperson. Soft instead of firm cushions were ordered and the wrong upholstery was on it upon arrival. When we complained, NFM customer service tried to argue with me, stating we had ordered it wrong and that they were not correcting the order. I had to get the sales manager in custom furniture involved. He contacted customer service, advised them the salesperson had ordered it incorrectly, and that the items would need to be remade. Obviously, customer service should not have argued with me and should have proactively contacted the department to verify that my story was accurate.
So, when the furniture came in again, the delivery men broke the red leather recliner; the chair had to be remade. When they went to deliver the new chair, they damaged it again, scratching the wood and scuffing the leather. They sent out a furniture repairman to fix the damages. By this point, we had 3 problems and it took almost 9 months to get our order resolved, so I filed another attorney general and BBB complaint. I requested a 15% discount on the order due to all of the problems. They gave it to us.
The third major problem was on a Samsung dryer. Within one year, the dryer had gone out twice and all the parts had been replaced it in. Again, Assurant and Samsung were both terrible to deal with. So, more complaints were filed. I asked NFM and Assurant to extend the warranty on the dryer (we bought a three year and I asked it to be extended to five), because I was concerned it would go out again when the warranty had expired. Thiswas an arm wrestle, but they finally agreed. About two months later, the dryer went out again, so they had to replace it. But the warranty through Assurant on appliances is shady.
The problem is we were told they would replace it at 100% of what the item cost when the warranty was originally purchased. This isn’t exactly accurate. This is only the case if they send you a check in the mail. They do not offer this if you go in to shop for a replacement unit. For example, if you paid $800 for your original unit but decided on a $700 unit the next time around, Assurant/NFM would not compensate the customer for the lost difference. Assurant does not relay this to customers and neither does NFM at the point of sale. I’ll go as far to say that Assurant encourages customers to go directly to NFM to find another unit and discourages checks. We only found this out because corporate was wise enough to tell us. I’m sure the employee told us at that point in order to ward off another attorney general complaint which would have been filed if they shorted us the difference.
The fourth major problem involved the purchase of an LG convection range. The salesperson stated it was a convection range and that all convection ranges are the same. Not true. LG uses fan convection. GE is the only true European convection oven on the market. In addition, the LG oven repeatedly burned food over the course of a couple of months. This time, I did not file a report. Instead, I contacted the person at corporate directly. He stated he would be willing to get it exchanged and I asked that they honor the pricing on the new stove that was offered during the same period (Black Friday sale). I think that was more than fair. They honored the pricing and took the stove back.
When we went in to look for the new unit, we shortly dealt with another sales person. I told him the problem with the LG convection not working correctly. He decided to mansplain the oven to me. He asked me if I was using the right part of the convection oven, stating the top oven isn’t the convection unit. He even went as far to ask me if the right part of the oven was turned on. FFS.
The experiences with corporate were the only reasons why we decided to make a carpeting purchase with them. Big mistake.
We paid to have furniture moved during the installation. They completed paperwork prior to installing stating there was no property damage. If there was property damage, they were also required to take pictures of it. None were taken. After they left, I found they had damaged our red leather recliner (scuffs all over the red leather and scratches on the wood) and scratched the top of an inherited Ethan Allen Baumritter cabinet. On the latter, they had taken an item with a sharp bottom and had shoved it across the top of the cabinet, leaving it on the top of the cabinet which covered it up. As for the chair, I believe they dragged cut carpeting by it and the sharp edges made contact with the leather and the wood, causing the damage. The installers covered this damage by throwing blankets over it, so I didn’t find damage to either items until after they left.
I contacted NFM about the damage and they sent someone out to inspect it, the owner of the sub-contracting company. He barely spoke English and was literally clueless about the binding document they left me that stated they had inspected prior and no damages were found prior to moving the items. He stated we could not prove they did it because there was no video. I was so irate that I kicked him out of my house and called NFM directly. It only got worse from here.
When I called the location in Kansas to complain about the installer, I asked for Jerry Baysinger, but I was transferred to Ro. She asked me in a facetious tone why I wasn’t supervising them to make sure “my precious furniture wasn’t damaged”. First of all, if I needed to babysit and to micromanage the installers through the entire process, I clearly could have saved the money and could have moved these items myself with my husband. There is no reason why I should have needed to stay on top of them through the whole installation, beginning to finish, even furniture moving. So, I am totally done with the Kansas location. And even though I clearly left a follow up message on Ro’s v-mail stating she was not to call me back, that I was only going to deal with Jerry Baysinger or corporate from this point forward, she blatantly disregarded my request and called me back anyhow. So when she identified herself when she called me again, I promptly terminated the call by hanging up on her.
They have offered us a $500 discount on the carpeting purchase, but we have decided the amount offered is inadequate. We contacted a repair company about the furniture. They stated it can be repaired, but the damage will still be noticeable upon close inspection. Instead, we are asking for a 25% discount on the purchase or $1000, whichever is less, because the red leather recliner retails for $1200 and the Baumritter has a value between $500 and $800. Both pieces are devalued at this point. We have filed a complaint with the attorney general of Nebraska's office and the BBB for a solution. We have filed reports against Berkshire Hathaway.
They have been virtually impossible to deal with on this problem. First, corporate actually wrote in a BBB reply that they were letting the Kansas City location handle this complaint because I had written derogatory online reviews about the problem. If you go to the their BBB page and read the complaints, you will see their reply. Then, when I continued to complain that they needed to handle the complaint due to lack of communication from the Kansas City store, an employee named Curtis responded to the complaint through the AG’s office and implied somehow the common denominator in this problem is myself, stating I have a habit of routinely asking for discounts. Uh, no. We’ve bought nearly $27k in items over 10 years, and I have asked for a discount on two purchases due to their incompetence. These discounts would have never been needed if their employees were more careful with customer property. The stove was not a discount; rather it was a return where the previous pricing on the new item was extended. Any company would have honored this and certainly would not label it as a customer discount but honoring previous pricing. And extending a warranty on a crappy dryer isn’t a discount either. It might be helpful for a corporate employee to review a customer’s buying history before making an assertion like that.
Curtis also stated he would happily help us to close out the Nebraska Furniture Mart account (we stated we would never do business with them again after this last interaction) once the balance was paid in full. WTF? You’d think they would make an effort to avoid attrition with a customer that had spent this much money in a 10 year period. They obviously don’t care about retaining customers.
Finally (and this is kind of old), we have made other purchases outside of our NFM card. Several years ago, my ex husband and myself went into the store because he planned on making a purchase. At checkout, he provided his visa/mastercard to pay for the purchase. The back of the card was signed, so per the visa/mastercard service agreement, a merchant should not ask for id. This is common knowledge amongst visa/mastercard employees who are familiar with the merchant contacts (we both used to work for Citibank), but also, if you remember, the cards were advertised this way back in the 90s with Bob Dole as the commercial’s spokesman. I personally don’t care when I get asked for id (makes me feel a bit safer), but my ex husband gets belligerent and a bit anal and will never show id due to the contract terms. So, as a result, the cashier stated she would not sell him the merchandise, a breach of the merchant contract. So, my ex asked to speak to the store manager. The store manager apologized, told the cashier he didn’t look like he had “stolen anyone’s credit card,” and stated to us they will ask for id at this location because it is in a bad area of town and they have a problem with stolen cards at the location. Wyandotte county has a heavy African American and Latino population. My ex and I gasped, and my ex told the store manager that policy was not any better, specifically because it then looks like they are racially profiling customers if they are asking for id based on who they think looks like a credit card thief. I certainly hope they are not doing this anymore, because with the potential to record interactions on phones now, they’ll likely get a viral video and will need to do a house cleaning like the Old Navy in Des Moines and the Applebees by Independence Center.
So, I would recommend if you have similar complaints to file your own reports. You’ll need to do it with the Attorney General of Nebraska and the BBB of Omaha. Don’t bother to do it against your local store. Also, file reports against Berkshire Hathaway. I will list their addresses below:
I purchased a 65" Sony 4K TV with an extended warranty from NFM in June 2017. When we opened the box and installed the Tv their was a glitch in the top right of the screen. This glitch turned into the entire screen becoming covered in black and colored blotches that blocked the tv from any viewing. My wife and I went to the store within a few weeks to ask them what we need to do. The Customer Service Rep told us that our Warranty from Assurant would take care of us. As far as I know, he never took any notes on us, and he just told us what to do. So we called Assurant and they told us that we our warranty was not active basically until after the Sony Manufacturers 1 year warranty was over. They said we need to call Sony. So by now I am tired of being blown off and no one wants to deal with me. As far as I'm concerned, the NFM customer service rep should of just told us to bring the tv up there within the 30 day return policy to replace this expensive tv.
So I called Sony and it took a couple weeks for them to call me back and schedule an appointment with a technician to come look at it. It took a couple more weeks for the technician to come to the house. The people at Sony told me that they knew what was wrong with the tv and had to order the part. When that came in they would schedule the appt to come fix it. Needless to say when the tech got there, he looked the tv over and said the LCD screen was damaged. He did not have what he needed to fix this part. I assured him the tv was never damaged in my care. It was like that out of the box. He told me to take it up to NFM and have them return it. Well by now it is past the 30 return policy Date. So I loaded it up and took it up there. I looked up online that to return a tv I had to call a phone number and they will have me return it at their loading docks.
So, sitting in the parking lot there, I called them and told them the whole story. They told me that they could not do anything. The lady I spoke to for almost 30 minutes was cold and rude and did not care to help me out at all. She told me that I had to have a RA# (Return Authorization #) from Sony in order to have them take it back. I told her they sent me here. After spending months going in circles with everyone. Each of them pointing me to the other company. No one wanting to take care of the customer, Me. I pleaded with her and asked to speak to her supervisor, in which she told me there was none and they couldn't do anything either. So I asked to speak to the Store manager in charge, again she refused and told me there is nothing they can do. She wouldn't even let me talk to anyone else. At the same time she accused me of lying that I had never been up to the store to report the initial damage because it was never in any notes in my file. I told her that the CS Rep must no of taken any notes, but they gave me instructions to go to Assurant and that led to Sony, and back to them. After spending months trying to get someone to fix my broken tv, I was running into dead ends everywhere. Two Billion dollar companies won't help me out. I was about to just give up. I was hopeless.
I contacted Sony one last time to see if they would give me an RA# for me to return the product to NFM. They said that their warranty doesn't cover That kind of damage and that RA#'s aren't a real thing that they actually do. They don't do that. They were surprised to find that NFM would not do anything about it. They offered me a TV at a discounted price. But I am a father of 6 kids and I am out over $1500 for this tv, I can't afford another one. So another dead end. I decided to take this problem to BBB and anyone else who will listen, because this is ridiculous the way the treated me over something that they sold me that was broken. By the way, in the last year I have spent over $20,000 with them by purchasing all these items from them. A Leather couch, a washer and dryer, a Fridgerator, a King bed set, Queen bed set, range, dishwasher, and thousands of other items like speakers and such..
Your Desired Resolution:
At this time, after what I have endured and not having anyone care to help me with this matter. My children have been without a tv for 5 months now because we can't afford to buy another one. We saved up to buy this one. I want a free upgrade tv. Something to make it worth my time and trouble. It should still be a 4K smart tv like the other one, but I would prefer a Samsung and make it a 75" or bigger. I think I deserve this for what we have had to endure. This would make me happy with Nebraska Furniture Mart and continue to do business with them when I finish purchasing all the rest of the furniture I need for my wife and I's new house we are trying to purchase. We have a lot more stuff to buy on top of the already $20,000 we have spent their, and we want to continue to spend this money their because we like the store. It is a one stop shop. But we will no longer use them if they can't resolve this one little problem we have had with them. Thanks.
I purchased a new Maytag washer on April 19, 2017, with the extended warranty. Within the first month, clothes came out dirty and covered in grease spots. (I never use grease and do light laundry twice weekly). After two visits by the same service company, i was told that the new washers just don't clean clothes like old washwers. I contacted NFM to ask for an exchange but was told it was outside of the 30 day exchange period.
How do I get my washer fixed, correctly? Or get an exchange for a washer that works?? Good grief - it's BRAND NEW!!
Defaulted on my store charge card. Within 6 months received a court date of judgement without ever hearing from the attorney. Within 6 months had court date pass without hearing from anyone involved. After court date 6 months went by without any notification of judgement or from attorney for arrangements. 8 months after date of court hearing garnish of checking and savings accounts that overdrew the accounts. After taking the funds which were only a 1/5th of the value of the amount owed from my knowledge from a year ago still no word or correspondence with the groups that are party.
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 972-668-0673 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.