Nebraska Furniture Mart — Attraction in Omaha

I’m STILL dealing with the absolute TRASH customer service from NFM, GE and their insurance company Sedgwick- so I thought I’d share my dishwasher saga with you all.

•On August 25th, the GE dishwasher that I bought from Nebraska Furniture Mart was professionally installed by their contractors. He ran the tests and he was on his way. I loaded it and then ran out of the door for errands. I came back to my kitchen being covered in water. The kitchen floor that is wood plank and also covers my living room. Which is also no longer sold- which means i now will have to replace my entire flooring upstairs (≈$6500 to repair).

•I immediately called and started a claim with NFM. I expressed my frustration and even offered to purchase another dishwasher and to be refunded when the claim process was complete. I was told i wasnt allowed to touch/move or even run the brand new dishwasher

•The next day, the guy who installed it came back out and confirmed the installation was done correctly, and there was a faulty pump/pump seal? Idk. I call NFM back, they say it wasn’t our fault you need to file a claim with GE. I call GE, tell them EXACTLY what i need, they schedule a tech to come out the next day. In the meantime i have now had to open a claim with GE’s insurance company, Sedgwick.

•The next day (after i planned my morning around the appointment) I get a text from Metro Repair Company saying that they’ve ordered the part based on the information I’ve given them. I text them back and tell them this IS NOT what I asked for, nor do I want a refurbished dishwasher. I need them to come out and confirm it’s a faulty dishwasher so I can move this process along. I was told there are too many customers in the queue and this is how they save time. So I call GE back again, and end up with another appointment for Friday the 5th!!!!!!

•Their tech comes out, runs some tests and confirms the pump is faulty, and shuts the water off to my dishwasher completely.

•I communicate this with NFM- they schedule an exchange for September 9th.

•Sedgwicks warranty claim process includes sending the part back to them. I try the remainder of the 5th and all day Monday the 8th to email/call my claim adjuster at Sedgwick with ZERO response. The exchange was about to happen and I needed to mail this part but was told multiple times not to use or touch the dishwasher- how am i even supposed to know what part is faulty. Why didn’t GE’s insurance company communicate to their tech to have them remove the part? Idk.

•On the 9th the exchange happens. Ultimately the contractor for NFM decides to take the entire faulty dishwasher back to NFM’s warehouse until I can figure out what the heck im supposed to.

•Still in contact with Ashley Wendland at NFM. She assures me she will help me get this resolved. She says she’s going to find the dishwasher. I forward her the email thats requesting the part and where to mail it to for Sedgwicks claim. She says she’s is going to work on it and even emails my adjuster and copies me on it.

•Now it’s it’s been CRICKETS from both NFM and GE’s insurance company Sedgwick. Over 15 voicemails and emails and even messages left with other humans for a call back. Not a response from Ashley Wendlend at NFM or Avia Terry from Sedgwick. . Let this be a GIANT WARNING to avoid purchasing an appliance from NFM, especially GE, and especially one that can cause damage...

We decided to purchase 4 appliances from the scratch and dent section of NFM. All have warranties. (Thank GOD.)

Set up delivery- sales man was amazing!

Articulately stated that our old fridge was to be "moved down to our garage so we could use it as a drink fridge." Delivery day came and the men that delivered our appliances scratched our hard wood floors, stripped out two screws on top of our fridge causing the doors to touch at the top and gap at the bottom, and dented/scraped our walls all the way upstairs. Fast forward to now and what was a fridge at scratch and dent that was labeled "freezer didn't work. fixed" now (you guessed it!) has a freezer that doesn't work and a complete lack of circulation due to ice being built up on the back of it. Disappointed but not surprised.

Thankfully we were refunded (by the 3rd party delivery company) but the delivery people also stole our old fridge and it took about 2 weeks of pulling teeth with NFM to get anyone to form a resolution of any kind. (The notes clearly stated to move it to the garage.)

We were called the morning of delivery and they let us know "Your microwave was dropped and shattered. You'll be refunded." No other solution was given other than $75 off a new one. Awesome!

The stove we received was great! Great deal. Clearly it was never turned on- the burners are completely off kilter somehow???????

I called this morning and after being asked "what can I help you with" I was either cut off or hung up on after trying to explain that our fridge was throwing "high temp detected" errors and everything in our fridge needed to be thrown away because it's not staying cold. Fridge was fixed by an amazing employee at frigidaire who informed me that not only was nothing done about the “freezer not working” note (when someone returned it), they didn’t even look at the defrost bar to notice that it wasn’t plugged in correctly and the fact that is was broken.

The ONLY good experiences we have had with NFM are in-store with sales associates. The customer service department needs completely reevaluated.

I am still in complete disbelief that we have been treated...

I like NFM. We enjoy the store. We have made several purchases over the years. I was surprised recently and I thought I'd share my experience. My wife and I were in the store this past weekend. We are interested in a pool table. We found one we liked and decided to move forward with the purchase. The pool table vendor was in the store over the weekend. He was helpful regarding table specifications, questions on our side, etc. He could not, naturally, assist regarding initiating the purchase. He could and did assist in other ways. For example, sku numbers, model information, etc. All of which should and easily could create efficient order prep and processing. Here's where it became interesting. Two sales folks came over to help on the floor. They debated over whom would help us. OK. They settled it and we then fumbled for 30 min to decided model numbers and pricing. I had information on my, we had the tag from the table, and we had the vendor specialist. This should be simple. After fumbling on their tablets to build the order with parts and failing several times, We mentioned we'd return so that he would have time to sort out. We walked around and returned within 30 minutes. No progress. Salesmen gone. We start over with a new salesmen. He struggles for 20 minutes, provides 3 different prices and incorrect sku numbers. He then enlists help from pool table vendor gentleman. Skus are provided - now 4th time between multiple sales folks. We see 4 sales folks huddle for another 10 minutes. They come back and ask for skus yet again. Back and forth became to much for us. Another sales person comes over, wants to start over. Lost us. We gave up. I would have purchased the pool table but nobody wanted to sell it to me. Nobody could figure out how to process the order. Beyond me. Strange. We lost our patience and left. Process was apparently too hard for the NFM team. I would advise educating sales...