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2020-09-14
1/5
Poor Warranty, Customer Service, Process with their vendors
"Our recliner had an electronic issue that needed a part replaced. We utilized Guardsman (Warranty that we bought at NFM for $149!) and found out that the process is long and drawn out to get anything fixed. Call Guardsman, they get someone to your home to look at it within 2 weeks. They send the request for the part to Nebraska Furniture Mart and then you have to wait 4 to 6 weeks for the part to be shipped to NFM. Then NFM ships the part to you, then you have to contact Guardsman. Plan on three months to get it fixed. In my case, the Guardsman rep ordered the WRONG part and it has no been going on 6 months that we have not been able to use our chair. NFM Customer Service never follows-up or calls back. We call every other day and sit on hold for an hour before we can even get through to a customer service rep. Constant run around. I physically went there and was told that there is nothing they can do.
I spoke with a Customer Service Manager today and she now tells me the part is in their warehouse but it is lost! I am at my wits end with this place!
Here are the issues:
- The process between NFM and their vendors is ridiculous. There are barely any service level agreements to get things expedited.
- Customer Service does NOT follow-up with you to provide tracking numbers etc... Hold times are over 1 hour.
- If the part is small, it gets lost in their large warehouse.
We spend around $9K on furniture there. I will find someone else who will actually stand behind their products and get them fixed in a timely manner."
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