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

  1601 Village West Pkwy Kansas City, KS 66111-1878

  
• 

  Nebraska Furniture Mart Inc

  15500 Hickman Rd Clive, IA 50325-7986

  
• 

  Nebraska Furniture Mart

  7415 Harney Street Omaha, NE 68114

  
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  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:04/22/2025

  Type:Customer Service 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.

  Yellowing, discoloration and paint peeling of furniture due to poor quality materials.

  

  Business Response

  Date: 04/30/2025

  Hello *******
  
  Thank you for sending in your concerns. I apologize for any inconvenience this may have caused and understand any frustrations with this situation. I was unable to locate an account with the phone number you provided. Could you please verify the phone number linked to your NFM account?
  
  Looking forward to your response! Have a great day!
  
  Sincerely,

  

  Business Response

  Date: 05/19/2025

  Hi *******
  
  Thank you for verifying that information for me. I was able to locate your account and review your order history.
  
  I see that the bedroom furniture was purchased in May 2020 and delivered in July 2020. As a reminder, our return and reselection policy for furniture is valid within 30 days of delivery. Since the item has been in your home for over five years, it is well outside of that return window.
  
  Additionally, I noticed that no extended warranty was purchased with this order. The manufacturer’s warranty covers the product for one year, which has also expired. I reviewed the notes on your order and saw that a return authorization was attempted but ultimately denied by the manufacturer, who then referred you back to NFM.
  
  For your reference, I’ve attached a document from the manufacturer explaining how return authorizations are processed—these requests are submitted directly by NFM to the manufacturer.
  
  While we are unable to proceed with a refund or return, we did provide several alternative solutions, including:
  
  -The option to purchase a repair kit
  -Care and maintenance instructions
  -A list of independent service providers in your area
  We understand this may not be the resolution you were hoping for, but we hope these options are helpful. Please let us know if there’s anything else we can assist you with.
  Sincerely,

• Initial Complaint

  Date:04/18/2025

  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 initially purchased a couch from Nebraska Furniture Mart on June 10th, 2023. We paid for their $99 2-year extra warranty, which included free reupholstering of each section of the couch (2-piece sectional) up to one time. We were marketed the plan by the salesman, ******* *., as it would be beneficial for pet owners in case of destroyed fabric or parts. We agreed that it would be a good idea for us since we have two cats. We made the purchase at the checkout register and the couch was delivered on June 25th, 2023, which is when the protection plan became active.
  
  While we were away on travel in March of 2025, ours cats got locked in a room where the furniture was and destroyed a large area on the couch trying to get out of the room, exposing the wooden structure underneath.
  
  My wife filed a claim with the insurer, SquareTrade, on March 26th after we were back, with the help of a customer rep. Unfortunately, the date was incorrectly put (December 20) on the claim for the date of the incident and the claim was subsequently denied due to the accidental error of the incident date. According to the plan terms, not disclosed to us during our purchase, any claimed incident must be submitted within 30 days of the incident to qualify for warranty. EVEN THOUGH the plan covers 2 consecutive years after the warranty period begins.
  
  My wife spoke with SquareTrade customer service again after the denial notice, and helped clarify that it was simply an error, and that we can show proof of our travel dates with international plane tickets. The customer service rep submitted a new claim on her behalf, WHICH SHE WAS NOT AWARE OF OR CONSENTED TO. This subsequent claim was also denied because, according to customer service on the phone, another claim cannot be filed about the same incident, even for an error like this.
  
  I called customer service today and was told the only resolution is a $99 refund. I need way more space to continue explaining all of the context.

  

  Business Response

  Date: 04/30/2025

  Hello ********
  
  Thank you for sending in your concerns. I apologize for any inconvenience this may have caused and understand any frustrations. I will reach out to SquareTrade to explore any other options. I will follow up with you by May 9th.
  Looking forward to talking to you then!
  Have a great day!
  Sincerely,

  

  Business Response

  Date: 05/09/2025

  Hello ********
  I wanted to follow up and let you know that I received confirmation from SquareTrade regarding your claim. They have informed me that they reached out to you directly, approved your claim, and are happy to assist with the repair of your furniture.
  
  Additionally, they mentioned that an email was sent to you with instructions to provide photos of the damaged item. If you haven’t seen it yet, please check your inbox (and spam/junk folder just in case).
  
  Should you have any questions or need further assistance, please don’t hesitate to reach out. We’re here to help!
  
  Wishing you a wonderful day!
  Sincerely,

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising 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 went to the Furniture Mart (4/13/25) and purchased an advertised Grill, based on the Web Site and the picture and price. 4 Days later, the day before the grill was supposed to be delivered, the salesman told me that their Advertising on the site was wrong and that I would not get the grill for the price I paid and checked out for, that the order needed to be canceled or I needed to pay double. The grill was worth the Falsely advertised price to me, but not double. In the past I had trusted the NFM to stand behind themselves, but I will no longer thrust them to stand behind their web site or even trust pricing after checking out through their onsite counters. I will be definitely telling/posting everyone this and looking to other companies in the future, the NFM has upset a 40 year customer!!!!!

  

  Business Response

  Date: 04/23/2025

  Hello *******
  
  Thank you for letting us know your concerns. I sincerely apologize for any inconvenience this may have caused and can certainly understand any frustration. I am happy to say, I seen a new order has been placed for the grill at the original advertised price. Once it arrives, we will give you a call to set up a delivery date.
  
  In the meantime, please let us know if you need any further assistance.
  
  Have a great day!

• Initial Complaint

  Date:04/09/2025

  Type:Billing 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 have an account with Nebraska furniture mart was making payments and then they trippled the payment. I can not afford this and called to work with them. They are greedy and refused to work with me. I just want to pay my debt but at a rate I can afford.

  

  Business Response

  Date: 04/18/2025

  Dear ******
  
  Thank you for sending in your concerns. I apologize and understand how frustrating this situation can be.
  
  Upon reviewing your account, I will reach out to the appropriate department to explore any additional options for assisting you, however, I cannot guarantee there will be other options. In the meantime, if you do have any other questions, please call in to ************** and type in the collections extension which is *****.
  
  I will follow up with you by April 28th.
  
  Thank you for your patience and understanding.

  

  Business Response

  Date: 05/07/2025

  
  Hello *****,
  
  I am following up after hearing back from our collections department regarding your account. After the collections department thoroughly reviewing the history and the assistance provided, it appears that we have exhausted all possible avenues to support you further. NFM has demonstrated considerable flexibility and empathy towards your situation, extending multiple Modified Monthly Payments (MMPs) over an extended period.
  
  To provide you with a brief overview:
  
  - June 2020, the customer was initially given a four-month MMP.
  - October 2020, this MMP was extended for an additional two months.
  -  February 2022, another six-month MMP was granted.
  -  May 2024, the customer was advised to seek assistance (file a claim with CSI) during their hardship and while they were paying for insurance.
  -  August 2024, another six-month MMP was granted.
  -  February 2025, the customer was informed that no further assistance could be provided as the maximum support had been reached.
  
  Throughout these extensions, you were repeatedly informed of the terms and conditions of hardship agreements, including the accumulation of interest due to non-payment. Despite our efforts, you accrued a substantial addition of $1,769.91 in interest by not adhering to the agreed payment terms.
  
  Please let us know if you have any questions or concerns.
  
  Sincerely,

• Initial Complaint

  Date:04/06/2025

  Type:Billing 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.

  Nebraska Furniture Mart (NFM) failed to honor the price match agreement made in-store on April 5, 2025, regarding the EGO Power Washer. Due to multiple miscommunications and conflicting information from various employees the situation not only resulted in a failure to honor the agreed-upon price but also raises concerns regarding NFM’s price matching policy and consumer rights.
  1) Price Match Confusion
  I presented evidence of a lower price of $599.25 from ************** for the EGO Power Washer and was assured that this price would be honored.
  2) Price Match Confirmation and Agreement
  Connor, a sales associate, confirmed that NFM would honor the price match under order number *********.
  3) Breach of Agreement
  At the register I was informed that the agreed-upon price would not be honored.
  The failure to uphold this agreement, especially after it was documented by your sales associate, is both disappointing and unjust.
  4) Discrepancies in Store Policy
  Connor made an unexpected statement claiming that NFM could not accept the NFM credit card for price-matched items but not supported by any written documentation or clear explanation.
  As mentioned earlier, ****** *old me that the NFM credit card could not be used for price-matched items, but the register clerk later contradicted this information, stating that there was no such restriction.
  5) Management’s Response
  When I escalated the issue to ******** *** *********** ** ************ **** ****** *** **** * ******* ** ******** *** ***** ***** *** ******* ** ***** *** *********** ***** ** ******** ** ******** ****** ********** *** ******** ******** ******* ** *** *** ****** ** ****** *** ***** ** *** ***** ***** ********* *** *** ******** ************ *** ********** ************ ** ** ********** ** ******** **** ** ****** ** * ******** **** **** ********* *****

  

  Business Response

  Date: 04/16/2025

  ***** ****,
  
  Thank you for bringing your concerns to our attention. I sincerely apologize for any inconvenience this may have caused and understand your frustrations regarding the situation.
  
  I have reviewed your case and can confirm that the order for the power washer was cancelled. Additionally, a $50 in-store credit has been issued to your account.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Hope you have a great day!

  Sincerely,

  Customer Answer

  Date: 04/16/2025

   
  
  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:04/05/2025

  Type:Delivery 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 bed on clearance and had it delivered when it was delivered the installation rep installed it incorrectly and advised me to call customer service . They were unable to set the bed up because it was missing pieces .i called customer service and they stated that they would have some bring out the pieces the next day . The next day the installer came and advised that the bed was damaged due to improper installation and that he still didn’t have all of the pieces as manager informed him he only needed the slats. I called customer care and they advised that they would send a new bed . The next day the installers brought a bed and the guy said please take a look at this and the bed was dirty . When I called customer care the advised that the bed was brand new and that they would send out another . I called back and advised that the installer would not be the mattress back on even though he took it off. After being frustrated I advised them I would cancel the new bed but wanted to know what they could and the manager Melissa said we were giving you a new bed and because it’s not to ur liking we can’t comp you .

  

  Business Response

  Date: 04/16/2025

  ***** *******
  
  Thank you for bringing your concerns to our attention. I sincerely apologize for any inconvenience this situation may have caused and understand your frustrations.
  
  Upon review, I can confirm that we have refunded $50 off the mattress and credited half of your delivery fee back to you. Additionally, $100 has been credited for the king-sized headboard, and $38.97 has been credited for the rails and slats of the queen size bed. As the items you purchased were floor models already discounted, it appears that credits were issued where possible.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out.
  
  Have a wonderful rest of your day!
  
  Sincerely,

  Customer Answer

  Date: 04/16/2025

  *
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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.

  On March 5, 2025, my husband and I purchased an $827 computer monitor from Nebraska Furniture Mart (NFM). The item was delivered promptly, but we did not unbox it until March 31, 2025, as we were waiting for the arrival of our office furniture from NFM. Until then, the sealed box remained untouched in an empty room.
  
  Upon unboxing the monitor on the evening of March 31, we discovered that it was cracked down the middle. We immediately contacted NFM’s customer service, who instructed us to bring the item into the store. However, once there, we were falsely accused of causing the damage ourselves, despite our insistence that the monitor arrived defective. NFM refused to provide a replacement or refund, leaving us with a broken product and an $827 financial loss.
  
  This is a clear case of a company failing to stand behind the products it sells. We did nothing to cause this damage, and their refusal to take responsibility is both unfair and unethical. We are seeking a full replacement or refund for the defective monitor that NFM delivered to us.

  

  Business Response

  Date: 04/09/2025

  Hello ********
  
  Thank you for submitting your concerns. I apologize for the inconvenience and understand your frustrations with the situation. Unfortunately, the situation remains unchanged. We are unable to process a return or reselect, as the customer service team at our Texas location determined the damage was customer-induced.
  
  I have attached the pictures they took when assessing the product for your reference.
  
  Thank you for your understanding.

  

  Business Response

  Date: 04/18/2025

  
  Hello ********
  
  Thank you for messaging us. I do apologize; the situation remains unchanged. We are unable to process a return or reselect, as the customer service team at our Texas location determined the damage was customer-induced. 
  
  Have a great day,

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this was not customer induced. As stated, the item arrived broken. NFM delivered a broken monitor. It is abhorrent that a company would deliver a broken device and blame the customer. The fault lies with NFM, and to neither refund nor replace the equipment is truly criminal.
  
  
  ******* ******

• Initial Complaint

  Date:03/31/2025

  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.

  On or around May 17, 2024, I purchased a Samsung sound bar from Nebraska Furniture Mart (NFM) that stopped working less than a year after purchase. When I informed NFM about the issue on or around March 15, 2025, they sent a service technician who identified a product defect where the connectors do not always line up. Additionally, the technician mentioned that the defect is a possible compatibility issue as the component is unable to sync with my television (also Samsung). Instead of replacing the sound bar, NFM instructed me to send the sound bar back to Samsung for repair.
  
  I followed their instructions and sent the item back to Samsung; however, Samsung is now alleging that the product is damaged. This situation has been a real inconvenience as I am unable to enjoy the product I purchased from NFM. Additionally, the service technician mentioned multiple issues they have witnessed through their role, indicating a broader problem with the quality of items sold. Moreover, I am disappointed with the customer service received, as I am having to deal with a third party to rectify my issue instead of NFM directly addressing the problem.
  
  I request that the product be returned to NFM through whatever means possible and that I receive a refund for the sound bar. This has been a significant inconvenience, and I believe a refund is the appropriate resolution given the circumstances.

  

  Business Response

  Date: 04/09/2025

  Hello ************
  
  Thank you for bringing your concerns to our attention. I sincerely apologize for any inconvenience this may have caused and understand your frustrations.
  
  Our return policy for electronics at NFM is 30 days from the date the item is received at your home. After this 30-day period, we refer customers to the manufacturer, as there is a one-year warranty provided by them.
  
  Could you please provide any additional communications from Samsung regarding the damage to the item? Additionally, have they returned the item to you?
  
  Thank you for your cooperation.
  
  Best regards,

• Initial Complaint

  Date:03/27/2025

  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.

  Hi,
  I purchased a Samsung 65" TV from NFM on April 15, 2024, and have been experiencing a persistent issue where the volume decreases on its own without any input.
  
  I initially contacted Samsung, and they attempted to resolve the issue by sending me two different remotes, but the problem persisted. They later sent a technician to replace the motherboard, yet the issue remains unresolved.
  
  Since I also have a Square Trade Protection Warranty, I reached out to NFM. ****** ***** (as I recall) provided me with ticket number ********** and informed me that the warranty company approved a full refund of $1,699, as replacing the motherboard did not resolve the problem.
  
  That was one month ago, and since then, I have been trying to follow up, but no one at NFM has been able to locate my ticket or assist me with my claim. Meanwhile, the TV continues to malfunction, requiring frequent resets and forcing me to reconfigure settings, including Wi-Fi, Amazon, Netflix, YouTube, and more.
  
  I request an immediate resolution—either a full refund or a permanent fix for my TV. Please address this matter urgently, as it has been ongoing for far too long.
  
  I appreciate your prompt response.
  
  Best regards,
  ***** *****
  Order No: ********

  

  Business Response

  Date: 04/14/2025

  Hello ******
  
  I hope this message finds you well. I am following up regarding the status of the $1697.99 check. I have reached out to the relevant party and received an update. They have confirmed that the approval for the check has been processed, and you should expect to receive it within 7-10 business days.
  
  Thank you for your patience. Please let me know if you have any further questions or need additional assistance.
  Have a wonderful day!

• Initial Complaint

  Date:03/26/2025

  Type:Billing 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 have never shopped at this business, or even been inside for that matter, a Nebraska Furniture Mart. They had somehow opened a credit line in my name and essentially stolen thousands of dollars from me. They did not respond to multiple requests for information, and seem completely inept to solve the problem

  

  Business Response

  Date: 04/04/2025

  Dear *****
  
  Thank you for sending in your concerns. I apologize for any frustrations this may have caused and understand your situation.
  
  I wanted to inform you that I have reached out to the relevant parties for further clarification. They confirmed that our Investigator spoke with you and explained the situation in detail.
  
  They also advised that we will be transferring the funds from your account and applying a credit to address your credit concerns. Additionally, our Investigator will coordinate with our Collections team to remove the Collection Attorney from your account
  
  Have a wonderful day!
  Best regards,

  

  Business Response

  Date: 04/04/2025

  Dear *****
  
  Thank you for sending in your concerns. I apologize for any frustrations this may have caused and understand your situation.
  
  I wanted to inform you that I have reached out to the relevant parties for further clarification. They confirmed that our Investigator spoke with you and explained the situation in detail.
  
  They also advised that we will be transferring the funds from your account and applying a credit to address your credit concerns. Additionally, our Investigator will coordinate with our Collections team to remove the Collection Attorney from your account
  
  Have a wonderful day!
  Best regards,