I am writing to complain about Nebraska Furniture Mart.Back in ***********, we placed a special order with their designer showcase department for a couch and a *********** chair. Specifically, we advised the salesperson--*****--that we needed the sofa to be made as firm as they could possibly do so, primarily because we both have back problems. Moreover, we told that that under no terms was the construction of the sofa seats that we sat on in the showroom floor a viable option. Therefore, she quoted us $******* for the ********* sofa and $******* for the recliner. She advised us that the order would take 3 months to come in.Last Friday, we received the sofa and the recliner. The sofa seats were no different than the ones on the showroom floor and Nebraska Furniture Mart damaged the back of the ******* recliner when they moved it in; it had 3 deep scratch marks. *********, my significant other, immediately contacted the company to notify them of the problems. Moreover, they transferred her to *****, our salesperson, who assured her that the order was placed correctly. They stated they would send a service person to inspect the furniture. On Tuesday, a person from Nebraska Furniture Mart came to the residence. He assured ********* that they would correct the sofa seats and agreed they were not firm at all, that we would be without the cushion for about a week when they corrected the item, and that they would call prior to picking up the cushion. He performed ******* repair on the back of the recliner, but he worsened the problem. Although he removed two of the scratches well, one of the scratches was worsened and now extends 6-8 inches on the back of the chair. We are still waiting to hear from the company about performing an even exchange on the recliner, or in other words, they need to remake it.On **********, ********* spoke to the company about the sofa. They stated that they could upgrade the cushion to an ultra package with *********, but that it was going to be too expensive; therefore, they told her we could just return the sofa. Here is the problem: We were told by the original salesperson that she ordered the firmest sofa, which would imply she already placed an order for the ultra package, and she quoted us a price at $*******. Now they are trying to switch the price on us on the last minute or offering to take the couch as a return. This is not an option because our previous furniture is gone, as it has been donated to ********************. And since we special order all of our furniture, this means we would be without a couch for another 3 months.A company shouldn't switch the price of an item at the last minute because a salesperson didn't input an order correctly or price it out correctly for a customer. Moreover, it isn't legal. Although I have left a message for the manager of the sales department, ***, to call us back, I am requesting your offices assistance in this matter. We are asking that the company fix the couch to the way it was ordered by us, and they shouldn't charge us more money because their salesperson made an error.
See original complaint.
Contact Name and Title: ****** ******** CS mgr
Contact Phone: ************
Contact Email: ***********************
we have contacted the customer and we are ordering the new cushion core for her and it will ship out in 7/10 days and than we will install this for them. The customer has agreed this is ok with them.
(The consumer indicated he/she DID NOT accept the response from the business.)
NFM has not addressed the chair that they damaged during delivery.
Final Business Response
Mr. and Mrs. ******, I apologize for any inconvenience caused by the products you received not being to your specification. The service technician who responded to the claim which was opened *************** had limited resources to work with and was not able to repair the recliner and sofa to your specifications. It appears that the original order was written for ultra soft models instead of the ultra firms you requested due to your back pain. This situation is certainly not due to any fault of the customer and a return for the incorrect merchandise has been created at no charge. Additionally, a new order for the correct pieces, with correct firmness has been placed and you will be contacted when the pieces arrive to schedule a delivery and pick up. You will not be charged any additional money for the new order.
I have filed a previous complaint against Nebraska Furniture Mart that was closed as resolved. We are continuing to experience problems on this order; therefore, I am filing another report with your office.
We special ordered a ********* sofa and an ***** leather recliner. On the original report that we filed, there was a problem with damage to the leather recliner upon delivery, specifically the leather; also, the original sales person also failed to order a firm sofa cushion. Rather, she ordered a down sofa cushion. Upon speaking to their customer service department, they were obstinate that the sales rep, *****, ordered it correctly despite repeatedly telling them that it was not correct. We involved the sales manager in the Designer Gallery, *********, and he verified that ***** did order it incorrectly. Upon talking to ***, he stated that they would reorder the sofa and the leather recliner, the latter because when they attempted to repair the chair, it left a long streak down the back of it, making it worth far less than $****. In the meantime, your office forwarded our written complaint to Nebraska Furniture Mart's corporate office. When the corporate office got involved, the order was ******* up again.
We were notified that the order was ready for delivery a couple of weeks ago, and they scheduled it, I think, for *****. Upon arrival, the delivery person asked if we had ordered a white sofa as a substitute for the red sofa. My wife told them no, so they proceeded to bring in the newly ordered chair. The new chair also had scratches on the wooden arms and on several places on the leather. She told them she was refusing delivery on the sofa, and they immediately left and took the other chair; moreover, they didn't even call Nebraska Furniture Mart directly to discuss the wrong sofa or the chair.
My wife contacted Nebraska Furniture Mart immediately. She was told that when the sofa was reordered, they failed to designate the color. Therefore, it defaulted to the white color. In addition, she advised *** that the new chair also was scratched. *** stated they would have someone come out to repair the chair again, and they agreed to have it done when the corrected sofa cushion was complete (this time they decided to just reorder the sofa cushion rather than remaking it). In the meantime, my wife discussed purchasing the prior damaged recliner with *** for a reduced price; therefore, we would have two making recliners in the living room. *** inspected the returned chair, and he agreed to sell us the chair for $***, about a $*** discount. We agreed, and *** scheduled delivery on the recliner.
The first time Nebraska Furniture Mart attempted to deliver the recliner, the delivery people failed to give us a time frame when they would arrive at the house. Rather, they just showed up and then called to ask where we were. Therefore, since neither of us were at home, we had to reschedule delivery.
The second time they attempted to deliver the recliner, which was today, they showed up with the wrong recliner. It wasn't even close to the description. Specifically, they delivered a blue cloth recliner that looked similar to a ********. My wife refused delivery again, and we spent the day on the phone trying to resolve the problem with customer service because *** is on vacation until after *********. The delivery people stated they were not at fault for the wrong recliner because they only contract with the company; they just pick up what they give them. So far, Nebraska Furniture Mart has not been able to locate the chair, and one of the customer service people said they have probably been having all of these problems because of new staff. Apparently, the old staff that knew what they were doing transferred to a new Nebraska Furniture Mart store in *****. In my opinion, this is no excuse; they should completely train all of their staff so they are qualified to take or correct orders.
While we hate filing repeated reports with your office, attempting to resolve the problems on our own appears challenging to say the least. We need to make sure that Nebraska Furniture Mart resolves the following problems: 1) correct the ********* sofa cushion to an extra firm rather than a down cushion; 2) fix the new leather recliner; specifically, the scratched wood and the scratched leather; 3) find the other returned recliner that we agreed to buy at a reduced price and deliver it with no further damage. In addition, we are requesting that your office not close out this complaint until the problem is completely resolved, which means we have taken delivery on all of the furniture and they have fixed any problems with them.
Finally, because we originally placed this order in **** and it is now seven months later with continued problems, we are asking that Nebraska Furniture Mart discount our total furniture order. It is ridiculous that we have had so many problems and deserve to be compensated. Furthermore, we have done business with them for years, buying special order furniture, appliances, etc. We came back to special order furniture because we had purchased from *** in the past and enjoyed doing business with him, although he referred the order to ***** because he is now a manager. We have taken time out of our day to verbally express our complaints with their company, to write written complaints to offices like yours, and to stay at home to take delivery on incorrect or damaged items. We think **% off the entire order is fair to say the least if the company expects us to continue to do business with them in the future.
Thank you for bringing this to our attention. After review of the customer's account I see that the chair is set up to be delivered out to the customer on Friday *****************. We do have the extra firm seat cushions on order and at no charge to the customer. Once the cushions do come in, we will have to bring the sofa in to the shop to replace them and it does take 7 days. All in shops take 7 days regardless of the repair. If there is anything else we can help with please let us know and thank you for your continued business with Nebraska Furniture Mart.
(The consumer indicated he/she DID NOT accept the response from the business.)
Nebraska Furniture Mart called to schedule delivery on the chair for **********, Early that morning, arouond 7:30am to be exact, they called to cancel the delivery because they stated the chair had been damaged; specifically, someone in shipping broke all the joints on the chair. When we spoke to someone else later that day, they told us they would order another chair for us, which would take another 12 weeks. We told them no. We want our current order completely corrected and for Nebraska Furniture Mart to give us a discount on our current order before we do business with the company again. So far, we are not impressed with the way this order has been handled. Moreover, I filed this complaint against ******************, not Nebraska Furniture Mart, because they parent company needs to be made aware of their subsidiaries gross incompetence.We have also filed an Attorney General report.
On ************, I spoke to *** at the BBB and learned that the ******** have contacted him direct and that they are very concerned (rightfully so) regarding the continuing chain of events surrounding the attempts to resolve problems on the purchase of *********. After speaking to ***, I left a message with the ****** residence. *************, I received a return phone call from *********. I visited with her about the chain of events. I offered no excuses for the lack of resolution, though attempts have been made, but each attempt has led to further problems, including the chair that was offered to the ******** at a reduced price being damaged prior to delivery to them. The damage was structural to the frame of the arm of the chair, in which the ******** cancelled. AT this point, we will continue to communicate the status of the cushion core that is on order, due to ship this week. Upon receipt, NFM will install the cushion core and touch up the chair, then discuss compensation. The request for **% made by the ******** seems fair and reasonable. I will be the point of contact for the ******** until this situation is completely resolved.