Report: #553778

Complaint Review: Nebraska Furniture Mart - Kansas City Kansas

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Submitted: Wed, January 13, 2010
Updated: Thu, January 14, 2010
Reported By: Anon — United States of America

Author Not Confirmed

Why?

Nebraska Furniture Mart Kansas City, Kansas United States of America

Phone:
Web: nfm.com
Category: Furniture & Furnishings

Nebraska Furniture Mart Refuse to keep appointments Kansas City, Kansas

*Author of original report: Setting the record straight

*UPDATE Employee: Let the whole story be known

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After making an appointment TWO WEEKS in advance, they refused to have there measuring agent meet me at my home at the appointed time. I took a day off work on this specific day to meet with the agent. I called and they were absolutely not willing to keep their promise. The woman I spoke with wasn't surly or abusive yet she wasn't willing to do anything in order to facilitate meeting the obligation. I asked to speak with a manager and was promptly put on hold for over 30 minutes. I will never do business with such a company in the future and am sure from reading previous posts that i am not alone in being poorly treated by this company. I was planning to buy a laminate floor for $800. I'm sure in retrospect that a much more valuable job came their way.

This report was posted on Ripoff Report on 01/13/2010 11:11 AM and is a permanent record located here: https://www.ripoffreport.com/reports/nebraska-furniture-mart/kansas-city-kansas-/nebraska-furniture-mart-refuse-to-keep-appointments-kansas-city-kansas-553778. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:

1Author

1Consumer

0Employee/Owner

#2 Author of original report

Setting the record straight

AUTHOR: Anon - (United States of America)

SUBMITTED: Thursday, January 14, 2010

POSTED: Thursday, January 14, 2010

As I explained. My work schedule required me to not be available by phone beforehand. In addition, I was informed that if I "waited by my phone" (their words) someone MIGHT call to come and measure the floor.

I subsequently sent an email yesterday stating that I was no longer interested in doing business with their company.

I then received a call TODAY from a pretty arrogant individual informing me that THEY had decided not to put a floor in my house. Really? A day after I declined them THEY decided to decline me. I shouldn't be shocked by the arrogance of their management. As I indicated to both the salesperson I initially dealt with as well as the installer that eventually came to my house, I appreciated their time and professionalism. I was impressed with both individuals.

The fact that NO ONE associated was willing to take ANY RESPONSIBILITY or even just say "sorry about that" is why I decided to take my business elsewhere.

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#1 UPDATE Employee

Let the whole story be known

AUTHOR: Niteflyer - (United States of America)

SUBMITTED: Thursday, January 14, 2010

POSTED: Thursday, January 14, 2010

To better serve our valued customers spread across the many thousands of square miles that make up the Greater Kansas City area, Nebraska Furniture Mart has very a strict flooring measure scheduling process that our professional measure agents are required to follow. The requirement states that the measure agent will make at least two attempts to reach the customer prior to 9 p.m. the night before the scheduled measure date. The measure agent will try all available phone numbers and leave a message if possible. The measure agent is then required to follow up with an additional courtesy phone call attempt to schedule prior to 9 a.m. the morning of the scheduled measure date and to also leave another message if possible. If the measure agent has not been able to contact the customer to set an appointment, he is required to call in to have his attempts to schedule documented in the customer's order. In this instance the measure agent followed our processes perfectly. At 8:15 a.m. a Flooring Administrator documented that the measure agent called in and reported that he left messages at 6 p.m. on 1/12/10 and again at 8 a.m. on 1/13/10. A subsequent conversation with the measure agent also revealed that two other calls were made the evening prior to the scheduled measure date, but since a message had already been left, no additional messages were left on 1/12/10.

The measure agent assigned to do Mr. Fallace's measure has been doing flooring measures for Nebraska Furniture Mart for four years and eight months. He has consistently been a top performer among all our measure agents. He is extremely knowledgeable and professional and dedicated to our customers and conforms to all our requirements. In actual customer surveys taken weekly over the past four weeks by an outside consumer survey company, the MSR Group, 104/105 people surveyed said our measure agents arrived on time. The one other respondent said he "wasn't sure". In those same last four weeks our measure agents scheduled and completed nearly 500 measures without a single related complaint.

We regret that any customer would feel mistreated by Nebraska Furniture Mart, but we can confidently say that we made several attempts to reach this customer to set the appointment to do this measure. Mr. Fallace omits the fact that our measure agent called again the morning of the scheduled date. He admits he was not home during the time frame when our measure agent was calling the evening prior, but that doesn't explain why we were not able to contact him yesterday morning. The measure agent reports the home phone only rings twice then quickly goes to voice mail. That may have been part of the problem.

Our process has been very successful at eliminating scheduling problems and complaints for our customers. This is no small task when considering that Nebraska Furniture Mart's four measure agents do 35-65 flooring measures weekly throughout the Kansas City area from Manhattan, KS to Concordia, MO and from north of St. Joseph to south of Harrisonville.

In the end, after Mr. Fallace called in to register his complaint, we did take immediate action and did manage to find a qualified individual to do the measure yesterday afternoon. The measure was completed and the gentleman who got it done for us reported a positive interaction with Mr. Fallace.

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