Nebraska Furniture Mart

Our experience with using NFM for our remodel has been a nightmare. We moved out of our house for 8 weeks in order for them to finish the project in 5-6 weeks. NFM chose a subcontractor who, it appears, was not licensed to do the work (I have asked to see licenses and they can't or won't provide that info), and was certainly incompetent. They so badly misinstalled the upstairs shower that it flooded to the master bedroom below on first use. NFM responded to this by agreeing with us to send in a "third-party inspector." But when the inspector found NFM to be fully liable, NFM refused to share the inspection report with us. So, long story short: NFM used incompetent contractors, damaged our home, and then wouldn't tell us what they know about the damage. So we ended up living through a renovation for another 4+ months. There were so many other problems, and you can read more at our review here: [*** Link removed ***]

What a terrible experience from start to finish ... well I'm not at the finish yet because I'm on month 5 of my 2-3 week project and I'm living out of suitcases and boxes with my house a disaster zone because of contractor and NFM screwups. It took me 2-3 months to place an order before that as salesperson after salesperson kept losing my order and I kept having to start over from scratch. I made dozens of trips to NFM from downtown Dallas wasting all sorts of time out of loyalty because I have been a BRK shareholder for 25+ years. That wasted time is on top of the 5 months (and still going!) of the actual renovation. NFM fired the contractor who initially bid my job (without telling me) but NFM had me order materials even though they knew they would not honor the labor quote I had been given. I ordered $15K of materials in reliance upon NFM's representations that the install price had been determined and I had those materials delivered. Of course the contractor was a "no show" at three scheduled deliveries to my high rise in downtown so I had to keep rescheduling and THAT is how I found out that they had fired my contractor. So NFM delivered and charged me for $15K materials when they weren't willing to honor the labor quote I had been given (because NFM fired the contractor) and now I had $15K of materials in my highrise condo, all my furniture was moved to clear for the flooring install and NFM had nobody ready to do the job as agreed. At the risk of stating the obvious, I NEVER would have ordered $15K of materials without a labor quote or contract in place but that is the situation NFM put me in by swapping contractors without telling me anything. But of course, it gets worse because NFM is NFM. Then I had to wait ~2 weeks for NFM to send a second contractor out and he quotes me a $1,000 higher for the install than the first guy. Now that isn’t a fortune but here I am with my house a mess and $15K of materials sitting on my floor so what choice did I have? Classic “bait-and-switch” technique by NFM and a violation of the Texas Deceptive Trade Practices Act but what choice did I have? Then I notice that there is no trim or bullnose pieces in the delivered flooring materials, and I call the salesperson Mustafa about it. How do they plan to do the stairs without those pieces? The first contractor who bid the job (who NFM fired) screwed up neither NFM nor the second contractor caught it. I caught the mistake but of course once again the cost in time and money falls on me. I have to wait a month living in squalor for those pieces missing pieces to arrive. Almost 2 months after delivery and I was incurring finance charges (deferred but still) for materials that never should have been delivered and a project that couldn’t be started. I've been living out of boxes and suitcases now since March (it is now August) with all my furniture and clothing from a 1,000 sq ft master suite stacked elsewhere in my home give them room to work and protect from sawdust. Disaster. I (finally) got materials delivered in early April (after WEEKS of missed deliveries) for a simple flooring job on 600 sq feet, the renovation one bathroom and one powder room. They finished the flooring part yesterday (August 2) and they are starting demo on the powder room today (August 3). How does anyone work with these people? 25+ years as a shareholder of BRK and I’ll buy appliances and stuff at NFM but I’ll NEVER do a renovation with them again.

It went well. I'm happy and they did a good work

On Thursday, we bought a washer and dryer but the first delivery available was Sunday. We said it must be early and that was in the contract. They said it would be a 2 hour window. Late Saturday night, we get a recorded call that the merchandise will be delivered between 5 pm and 9 pm Sunday - that is neither early nor a two hour window. Called back and said that was unacceptable (we wouldn't be home), Called again Sunday morning. Machines were loaded on the truck but they wouldn't change the delivery. Called salesman, no response. They called us to say the machine is coming and I said we wouldn't be here. They said the earliest the could get it to us was WEDNESDAY morning or we could cancel the deal. We opted to cancel. Sunday, went to Best Buy, bought the exact same merchandise, same price and it was delivered Tuesday morning earlier than promised. Nebraska Furniture Mart was neither customer friendly nor professional, The salesman professed to be a Christian but hardly acted like one. I see no need to put up with this type of treatment now or in the future.

They ended up getting the TV in.  They had a little trouble with it because of a barrier that was there, but they ended up doing a pretty good job on it.   They're a furniture mart, so they just do installation as part of their ... it's not their main thing, but it's a side service.  I think they did a good job of working through an issue where there was a barrier.  They did a good job.  They had two people.  I'd say one was not as experienced but that's okay, I don't care about that.  I think as they were sort of surprised, I think they were perhaps not as experienced as I thought, but they were still able to get it in fine. Trying to do that myself would have been a nightmare. 

Courteous, on time, dependable, very friendly. Clean. Excellent products. Easy communications. Warranty follow up. Everything is good. Quality is good.