Complaints

This profile includes complaints for Nebraska Furniture Mart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nebraska Furniture Mart

  700 S 72nd St Omaha, NE 68114-4614

  
• 

  Nebraska Furniture Mart

  7415 Harney Street Omaha, NE 68114

  
• 

  Nebraska Furniture Mart

  1601 Village West Pkwy Kansas City, KS 66111-1878

  
• 

  Nebraska Furniture Mart Inc

  15500 Hickman Rd Clive, IA 50325-7986

  
• 

  Nebraska Furniture Mart

  5600 Nebraska Furniture Mart Drive The Colony, TX 75056

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from NFM 8/13/22, it’s great. Until our puppy chewed a 6 “ part of the arm of the chair, chewing down to stuffing. I filed a claim one 3/5/25 as the piece of paper we received regarding 5 year warranty, stating pet damage covered one time. I didn’t receive contact from NFM Insurance company until 3/18/25, I had kept checking on my claim only to receive automated emails stating my issue would be resolved within 1-2 business days. I did finally receive an email from NFM Insurance company stating it had been accepted with the following directions; I needed to find an fabric business to repair the damage, they gave me a list of business to call but non were near where we live. If I had found someone they would have to send them the estimate & upholstery available if needed. This I find ludicrous, I spent an additional $329 for that warranty. Why should I have to contact upholsterer ? Send them estimate for repairs & if they accepted it, I could get it fixed but I had to pay the repair person the money first and then I would be reimbursed. I have no vehicle to take this couch to and also not enough money to pay for repair out of my pocket first. I believe they should replace my couch, they stated beforehand it may be repaired or replaced.
  I’ve been an exemplary customer to them, large balances usually paid before due date. I understand they don’t look at those things but I believe any customer needs the “warranty “ detailed information included, I received a smaller piece of paper explaining what would be covered and somewhat of an explanation of filing a claim. It states as literature I was given. “Many claims are approved instantly. WE’LL fix your item , if we can’t repair it we’ll send you a replacement or reimburse you for one up to the cost the item. The couch price was $1169.99. I am so frustrated about this I just want to get what the literature states

  

  Business Response

  Date: 04/02/2025

  Hello *****
  
  Thank you for sending in your concerns. I apologize for any inconvenience this may have caused and understand your frustrations.

  Could you please provide the claim number you filed with Square Trade? This will allow me to reach out to them directly and see if there are other options to resolve this issue for you. Looking forward to your response!

  Have a great day! 

  
  Best regards,
  

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/27/2024-purchase date in Texas
  I am exhausted calling and texting with NFM. You have elevated my blood pressure. Please forward this email to the president of NFM
  
  I have contacted NFM by phone. I sent emails and texts back starting late sept, October, November and Dec 2024 and Jan, Feb and Mar 2025. I am so tired and disgusted with ******** and ******* I do not have extra money to give NFM to exchange a mattress. I so regret purchasing from NFM.
  
  I am a 72-year-old senior citizen that purchased a Mattress in Aug 2024 with my last savings. I have no more money to pay you to restock or deliver. The mattress is so hard, that I cannot sleep on it. It was a big mistake to buy a firm. I want to exchange for a medium.
  
  I cannot afford to pay you more money. I just wanted to exchange this firm mattress for a medium.
  When I started this email and texting last year, no one ever told me about restocking or delivery fee.
  Why would NFM re-stock an item someone cannot use and make me pay a re-stocking fee.
  
  I want a medium nice mattress as to what I have. ****** wants more money and really does not care about my health or wellbeing. I am so unhappy with NFM.
  
  Unhappy,
  ******* ******
  ************- *****************

  

  Business Response

  Date: 03/28/2025

  Hello ********
  
  Thank you for reaching out with your concerns. I sincerely apologize for any frustration this situation may have caused. I understand how this could be frustrating.
  
  I have reviewed your order and am pleased to see that we have arranged for a new mattress selection without a restocking fee. The return of the unsatisfactory mattress is scheduled for March 28, 2025, and the new mattress is set to be delivered on March 28, 2025. Additionally, there will be no pick-up or delivery fees charged.
  
  I hope the new mattress meets your expectations perfectly.

  Have a great day!

  Customer Answer

  Date: 03/30/2025

  
  
  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

  Date:03/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/23/2024 I purchased an Open-Box Samsung Television and had 15 days to notify NFM of functionality damage according to the provided purchase agreements. I reported damage on 09/30/2024 (Artifact 1) when the television would not connect to wireless networks and displayed long black bars (Artifact 2). The NFM representative refused to allow the return of the television on 09/30/2024. After having multiple Samsung Techs visit the television in attempt to repair and after multiple follow-ups calls with NFM (Artifact 3), I submitted a dispute with American Express on 11/30/2024 (Artifact 4). American Express closed their investigation in my favor, allowing NFM to provide additional details, such as the purchase agreement or narratives, in order to answer the dispute claim. I received a letter in the mail on 03/07/2025 titled “Notice of Default and Right to Cure – Non-Financing”. I do not recognize the validity of this debt, as I believe Nebraska Furniture Mart has waived its rights by not answering the dispute. I seek a resolution in this matter of voiding the debt, as I no longer have the non-functioning TV and was forced to replace it due to NFM. Please see the attached document for all photos.

  

  Business Response

  Date: 03/21/2025

  Hello *******
  
  Thank you for sending in your concerns. I apologize for any inconvenience this may have caused and understand your frustrations regarding this matter.
  
  Upon reviewing your order for the Samsung TV, it was purchased on September 22, 2024, and your receipt indicates that you had 14 days to return the TV due to defects. I pulled the call from September 30, 2024, which was regarding a furniture order. I also reviewed the call from October 4, 2024, where you mentioned that the TV resets after an error when trying to go into the TV settings and that it worked fine for 3 or 4 days. The representative offered to set up a return for you, but you declined and advised that you would reach out to Samsung since you got such a great deal on it. The representative did advise you that you have until October 12th, 2024, to return the TV and that you can still return it without the box. This is the last communication we received from you about your TV purchase. The calls before and after October 4th, 2024, were about furniture only.
  
  To help get a clearer picture of this situation, do you have any communications or receipts from the Samsung technicians indicating what was wrong with the TV? 
  
  I will also be reaching out to the collector that was placed to review your account so we can get more information.
  
  
  Thank you for your cooperation!
  Looking forward in hearing from you soon!

  

  Business Response

  Date: 03/27/2025

  Hello *******
  
  Thank you very much for providing the additional information. Based on the details you shared; I have been advised the best course of action was to adjust the balance off. That has been taken care of!
  
  Please let me know if you have any further questions or need additional assistance.

  Customer Answer

  Date: 03/31/2025

  
  Hi there - thank you so much for your help; this means the world to me. 

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

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a lazy boy recliner in 2022. And were highly encouraged to purchase the extended warranty of 5 years for $380.00. This year the leather has started to fade and when raising the automatic chair it is making noises. We called to file a claim to have these things fixed. After having to send pictures and record noises the chair is making they finally sent out a technician, only to be told he will be back in two weeks to fix the chair. The next day we received an email stating that we didn’t file a claim within 30 days so the chair can’t be fixed and your claim is closed. Why did Nebraska Furniture Mart not tell us you only have 30 days to file a claim? And why are they selling a 5 year warranty when they know this policy? I want to be reimbursed by $380!

  

  Business Response

  Date: 03/21/2025

  Hello *******
  
  Thank you for sending in your concerns. I apologize for any inconvenience this has caused and understand your frustrations. Could you please provide me with the claim number that *********** provided? This will allow me to reach out to *********** directly on your behalf.
  Looking forward to your response!
  Have a great day!

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dishwasher that began having problem with the lower tray. It would fall off the track every time you pull it. I contacted bosch, and they said that it likely needed new wheels. As it was under warranty, they said that they would send us new wheels. It took about three months to receive the new wheels. They were put on and no change in performance. I called back and then boss said not to worry, they would send us larger wheels. It took another approximately three months to receive the so called larger wheels. They were the exact same. Upon calling back, they said that they would have to send a technician out and that they couldn't replace the defaulty tray and they wanted to charge us several hundred dollars. The dishwasher is not really usable as you have to pick the tray to get it in and out. The soap tray malfunctions often as well.It does not open during the cycle. Bosch has been unhelpful and unwilling. This was purchased on nebraska furniture company. As bosch is not on the better business bureau end, nebraska chooses to sell these poor quality products. The burden falls to them to rectify the situation. This all happened during the warranty period but was unable to receive any help. This is why I'm placing the complaint now. As there's noone to complain to at bosch.

  

  Business Response

  Date: 03/20/2025

  Hello *********
  
  Thank you for reaching out with your concerns. I apologize for any inconvenience this may have caused and understand your frustration. To assist you better, could you please verify the phone number linked to your NFM account? The phone number you provided did not match any account or the phone number associated with the order number.
  Looking forward to your response!
  Have a great day!

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a washer about 6 months ago, the latch on the washer lid is defective and wouldn’t lock so washer would not start. When i opened the lid to take out clothes, it shattered. Repair man came out took pictures and said we were the 2nd one that same day so obviously a manufacturer defect. It has bee 10 days with Bo washer. Stor said the part id on order, but i want an exchange as it seems to be an on-going issue, and the store refused. I also contacted the manufacturer, LG and was told they would repair only, part on order, not sure when we could expect repair completed. An exchange should be the resolution since it seems to be an on-going issue.

  

  Business Response

  Date: 03/16/2025

  Hello ******
  Thank you for reaching out with your concerns regarding your washer. I sincerely apologize for any inconvenience this situation may have caused and understand your frustration.
  
  Nebraska Furniture Mart's return policy for washers and dryers is 30 days from the date of delivery. After this period, we ask that you contact the manufacturer directly. Unfortunately, we do not cover customer-induced damage and would refer you to the manufacturer for assistance.
  
  I see that you called on March 7th and informed us that LG had sent a technician the day before, who determined that the washer lid was damaged. The supervisor who took your call mentioned that she would contact LG to get an update from the technician. According to LG, the necessary parts have been ordered and are expected to arrive around March 13th.
  
  Have you received a follow-up call from the technician confirming that the parts have arrived and scheduling a time to fix your washer?
  
  Thank you for your patience and understanding.
  
  Looking forward to your reply!

  Sincerely,

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a whole kitchen suite of appliances last May - bought them here due to the rebate that was offered t $700 total which made buying them there cheaper than a competitor. I filed for the rebate but did not have all of the serial #'s to process them. I recently had spine surgery and called to get this taken care of. I was ensured that would happen but it did not. There was even one time I was told to move it and get the # off of the equipment myself. After having surgery - ****** ***** told me to do that.... I still cannot lift more than 20 pounds great person there for sure...also none of the #'s was provided to me upon install. I even said send someone out to get them for me. ****** ***** laughed at me. After months, it turns out they turned in a rebate but only for $200 not the $700 that I was guaranteed. I still have not received that and was told to call LG which were the people they were talking to for me. Then it turns out that $200 of that was an instore rebate for NFM. Shady - where is the transparency as again I was looking for the $700 which made the price cheaper than anyone else. Still not resolved and I would like my rebate. Also my stove when delivered with a dent in it. I have called multiple times and follow up and the people I talk to are horrible. No follow up from them I was promised I'd have it in December It is now March. Does customer service even exist any more. I have only purchased from NFM one time before this and had a great experience but this time around it as latterly been crap show. I believe ****** ******* has a major steak in this business and I am sure he'd be shocked to know how hard working customers are being treated as they spend their hard earned money on deceit and non follow up from the people that ultimately work for him. The following people are the ones I was dealing with and was told by them that no one else could help me but them. ****** *****, ******** **** and the ** *** ****.

  

  Business Response

  Date: 03/20/2025

  Thank you for sharing your concerns. I apologize for any inconvenience this may have caused and understand your frustration. I will reach out to the relevant parties and the manufacturer to get a clearer understanding about the rebate so we can move forward and get this taken care of for you. I will follow up by Thursday, April 3rd.
  I am looking forward in talking with you soon!
  Have a great day,

  Customer Answer

  Date: 03/27/2025

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

  I am not really rejecting this respones.  As they said they will look into it and contact me.  But I have to respond in 10 days and I have not heard from them as of yet.  It looks like if you accept the response it closes this out and i do not want that to happen till I hear from them on the rebate and when the stove will be replaced.  I do have a lot more emails that I can pull and upload too   looking forward to a respones from NFM so I can put this LONG nightmare behind me and get what I paid for - thank you 
  
  
  
  Sincerely,
  
  
  
  ******* *****

   

   

  

  Business Response

  Date: 04/02/2025

  Hello ********
  
  Thank you so much for your response. After reaching out to the relevant parties and wanting to ensure you receive exceptional customer service, we have decided to adjust your orders by $500, which matches the rebate amount you were originally promised of $700. This adjustment will be refunded to your original form of payment.
  
  The email I have on file is [email protected]. Could I please have you verify that and once you do, I will send you a copy of the adjustment.
  Looking forward to your response!
  
  Have a wonderful day!
  
  Best regards,

  Customer Answer

  Date: 04/07/2025

  Please see same info that was sent....

  rebate they say will be taken care of - but when will the new stove arrive....it says December and it is now APRIL.   Why was this closed.  this was a 2 part issue....not just one...

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a Fisher Paykel ************** wine cooler that was delivered about 11/15/2024, it was ordered as a left-side hinge but delivered as a right-hinge model, when I enquired I was told that it just requires a hinge conversion kit (848187 I think). ***** ****** with NFM ordered the
  RH to LH conversion kit. When the kit delivered it was the incorrect kit (LH to RH conversion) Fisher Paykel (F-P) told NFM that the correct kit was not available. Researching the issue myself I have been in contact with both NFM and F-P ever since, through both email and phone calls to F-P as well as through NFM ****** has left, now ***** **** and ******* *******), after four additional kits ordered and delivered, I am still missing one bracket that F-P themselves
  can't identify.
  I have requested that NFM either fully refund my money, including the installation charge, and pick up the wine cooler or, order the correct Left Hinge model.
  Since the last faulty kit was delivered, neither ****** ******* nor anyone at NFM will respond to my phone messages or emails.

  

  Business Response

  Date: 02/28/2025

  Hello *****
  
  Thank you for submitting in your response. I do apologize for any inconvenience this may have caused and I understand the frustration. I do see there is a return set up for the RH model wine cooler you have now and a new order was placed for the LH model wine cooler on February 14th. The delivery is scheduled for March 14th. If you have any other questions or concerns about this new order, you can reach out to your sales associate listed on your receipt or contact us.
  Have a great day!
  

  Customer Answer

  Date: 03/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and once the correct unit is delivered and the installation fees have been fully refunded, then at that time I will find that this resolution is satisfactory to me.
  
  
  
  thank you,
  
  
  
  **** ********

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NFM installed a new dishwasher on December 18 and we ran it for the first time on December 20. The dishwasher flooded the kitchen and our downstairs bedroom. We have contacted them on multiple occasions to correct the problem and fix the damage but they will not return our calls despite taking our contact information.

  

  Business Response

  Date: 02/06/2025

  Hello ****,
  
  Thank you for sending in your concerns. I do apologize for any inconveniences this may have caused and can understand any frustrations with the situation. I did reach out to ****** who said our insurance is handling this now. If you have any questions or concerns, you can most certainly reach back out.
  I hope you have a wonderful day!
  Sincerely,

  Customer Answer

  Date: 02/12/2025

   
  
  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

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a GE refrigerator from NFM in Feb 2024. This fridge has an autofill pitcher and 3 times now that pitcher has over filled, flooding our kitchen floors. We have gotten the run around with GE, they are wanting to send out a tech to repair the issue and to essentially wait to see if this happens again for the 4th time. We are not satisfied with this solution and we are only requesting to have the fridge replaced with similar model without the auto fill pitcher feature. Instead, we are having to take time out of our work schedules to have a tech come out to our home to "repair" the fridge when we feel like this problem isn't something that can be repaired and most certainly isn't something that we are willing to just wait around to see if it will happen again. We have spent a lot of money at Nebraska Furniture Mart and this is the first time we have been unsatisfied with the run around that we have been given.

  

  Business Response

  Date: 01/31/2025

  Hello *******
  
  Thank you for sending in your concerns. I do apologize for any inconveniences this may have caused and can understand the frustrations. May I please have you verify the phone number the order would have been under, or do you have the order number? When I typed in the phone number you gave me here, no refrigerator order pulled up.
  I am looking forward to your response!
  Have a great day!

  

  Business Response

  Date: 02/12/2025

  Hello *******
  
  Thank you for your response, I was able to get that order pulled up. I am going to reach out to GE so they can give me more details about the repairs. I will follow up by February 19th.
  I am looking forward in talking with you.
  
  Have a great day,