Nebraska Furniture Mart — Local services in Clive

Worst sales and customer service experience I’ve ever had! My husband and I purchased a new construction home and were set to close on the home on Nov. 30. We were referred to Steve at Nebraska Furniture Mart through our builder. Issue #1: Around the beginning of Nov., we met with Steve on a Sunday and picked out a washing machine, dryer and refrigerator. We told Steve we needed to go home and think about placing the order. The next day I called Steve to let him know we were ready to move forward with the purchase. He told me he was out at a meeting and asked that I email him the “bid” and he would give me a call to get my payment information. I never heard from him. The next day I called him back and he was too busy but assured me he would call me back to get my payment information. On that call, he did confirm the appliances had been ordered so no reason to worry about hitting our closing date of Nov. 30. He never called. I called again on Wednesday and got Steve’s voicemail, so I called the general number and reached another sales woman. She said according to the notes in the file, Steve was still waiting on my closing date (which I had provided him multiple times) to order the appliances. She took my payment information and was able to get the appliances delivered Nov. 28. Issue #2: Nov. 29, we had our final walk through. We saw that our dryer had been installed but our washing machine was sitting in the garage. This was a surprise to me because no one had called to let me know there was an issue. I called Steve, to figure out why the washer wasn’t installed. It turns out, the pedestal for the washing machine was damaged. Keep in mind, the pedestal is OPTIONAL and therefore the washing machine works without it. Steve said a new pedestal was being ordered and due to Black Friday it would take over a week before they could have it delivered and installed. I asked if someone could come install the washing machine in the meantime, as I have a 2.5 year old who is potty training and I need the washer. He said he would call me back. I waited the entire day and never heard from him. I tried calling him the next morning and that was his scheduled day off. Hoping that he had someone working on the issue, I waited for a call from a service person on Thursday, but never got a call. The next day, I called Steve back and he said he had someone “looking into it” and would call me back (notice a trend here? Steve says he calls back and never does). I waited two hours and never got a call back from Steve so I called the general number and asked to talk to a manager. Julie (the manager) took my call. She was very helpful. She said she had to ask for a delivery date to be opened but would call me back. When she called back she was able to have someone scheduled to come install my washing machine (and pedestal that was supposedly on backorder) on Monday…three days sooner than Steve was able to do. She assured me I would get a call on Sunday evening with my delivery time. Issue #3: Sunday evening arrived and I realized I had not received a phone call confirming my delivery time. Around 8 am on Monday I called Nebraska Furniture Mart and spoke with Mark who was unable to confirm any of my information because the builder was put on the order and not me. This was very frustrating/concerning for me since I was the one who placed the order and paid for the appliances, NOT OUR BUILDER. Mark said I needed to provide the builder’s address and phone number before he could provide any information to me. After explaining the issue multiple times, Mark finally released the delivery time. Now, I have to call Steve again to change the name and contact information on my order so if I need to call again, I’m able to get what I need done. The reason we went with Nebraska Furniture Mart was because they were going to be able to install my appliances prior to closing. It had nothing to do with cost, we actually spent more. I do not recommend anyone use this company...

DO NOT BUY APPLIANCES FROM NEBRASKA FURNITURE MART!!! We purchased a refrigerator, range, microwave, and dishwasher from NFM. WARNING! NFM does not have their own installers. The installers that brought the refrigerator and range said they had 14 stops that day! The refrigerator was too tall for the existing space in our kitchen - which I couldn't believe since I had measured before ordering - but the installers insisted that the wheels were as low as they could go. They suggested that I contact a trim carpenter to cut our cabinet. So, I had the cabinet above the refrigerator trimmed and when I pushed the refrigerator into the space I noticed that it was very tilted and much higher in the front than the back. I read the owners manual to learn how to level the refrigerator and lo and behold, the wheels were NOT as low as they could go. If the installers had taken the time to level the refrigerator, it would have fit without having to trim the cabinet! NFM did reimburse me for the cost of trimming the cabinet which was nice of them, but this obviously could have been avoided and our cabinet would still be in one piece. The range was also not leveled and was scratched, but the scratches are not noticeable when the grates are installed on top so we did keep it and I leveled it myself. The installers unbox the appliances at the NFM warehouse early in the morning and deliver the appliances UNBOXED. NFM made TEN attempts over more than two months to deliver a refrigerator to us that didn't have scratches and/or dents. I requested, but could not get NFM to deliver a refrigerator still in the original box & packaging. (At one point they sent me a whopping $100 store credit for all the trouble which gave me a real good idea of what they think my time is worth. I haven't used the credit.) After all that, we still have a dented refrigerator because I had to be out of the state to care for an elderly family member & when I returned and reached out to NFM again, they said I had waited too long. Really? I contacted NFM just after the last refrigerator was delivered to let them know it was dented & they never mentioned a time limit. A friend was visiting and when he saw our refrigerator, he asked if we purchased it new - that's how bad it looks! They tried again to offer me a small amount of money and a store credit, but I would still be left with a dented refrigerator, so I didn't take it. No one from NFM ever took the time to come to our house to look at the refrigerator - they really do not care at all if you are satisfied with your purchase. We paid $175 to have the dishwasher "professionally" installed. It also took THREE attempts/trips by the dishwasher installers - a different crew - to correctly mount the dishwasher to the cabinet and straight in the cabinet space. There are holes in the cabinet where they installed it incorrectly the first time. We paid $139 upfront for "professional" microwave installation and an extra $85 to the installers on the day of install to put a 2 x 4 board behind the microwave to bump it out for proper venting. The microwave also was installed incorrectly and NFM sent a crew of their own workers to come out and install it correctly after I sent photos to NFM customer service. I wish I had kept track of how many times the installers had to come back to our house, and how many plans I had to change so that I could be home, and how many hours I spent waiting for them. Please, please, please learn from our mistake and buy appliances from a store that only sells appliances, has their own installers, and cares about customer...

We have been customers of NFM for many years however after our most recent flooring project with them it will be our last! Our salesman was amazing which is why I am giving 1 star but from there it went downhill. We picked out what we wanted for carpet in our whole house and looked forward to it being installed. The measuring guy came over and was told to measure the upstairs, main floor, and basement to include to stairwells. I went to the store to check on install etc and found out that the stairwell to the basement has not been included and carpet not ordered. I had to take time off work for that measurement to be remedied. The install day came the 3 man crew arrived at 7:30 and were to take a day and a half to do the install. They wanted Friday off so they completed it in a day. Because of their hurry many things were wrong: seams showing, carpet not tucked in, carpet on stairs not installed correctly and furniture damaged. I spoke with a manager about my frustrations the installers were scheduled to come back. When they came back they were not happy and told me (and our handyman) that they had never been called back. They told me there was nothing that could be done with the stairs that it was the fault of the carpet I ordered. They fixed the seam in one room but left without cutting a hole for a vent or addressing another obvious seam. Again I spoke with a manager, another installer with a different company came over and amazingly fixed the stair issue easily and quickly! However he could not fix the seam that was left due to how the carpet was installed. Now lets talk tile, took 3+ days to remove and install tile ok I understand if you only have 1 person for an area of 120 sq. ft (not removing area for cabinets and doors). The water lines to our washer were not installed correctly either and I ruined clothes not knowing the hot and cold were mixed up, or that they were leaking into a storage area in our basement. I had to speak with a manager again, broken tile was installed and areas of grout are missing and water issues. Tile installer was supposed to call and comeback to fix but he has been a no call no show! Through this hassle I had to take days off of work to try and fix issues, never was able to speak with the same manager or the store manager who, even with repeatedly asking for never was told their name. Beware, if you have problems! Trying to get things resolved in a quick efficient manner is just not going to happen nor do they really seem to care about your time, just their bottom dollar. Below are a few photos of the issues, I did receive a small compensation but for the time, hassle and fact that things are still not right it...