Nebraska Furniture Mart Will not address poor quality and performance of a product they sold me. Kansas City Kansas

 I had posted a complaint regarding a mattress I purchased from Nebraska Furniture Mart. After  a few conversations with a terrific customer service rep, they proposed a solution that I found satisfactory. The problem has been resolved by Nebarska Furniture Mart to my satisfaction.

 The text below is my response to Nebraska Furniture Mart's comments to the complaint I filed with the Better Business Bureau. The story hasn't changed. You have a company that was happy to take my money and, when there was a problem with the product, they are unwilling to assist. They limit investigation of the problem to a set of narrowly defined rules and say this is the only way it will be determined if a problem exists. In their minds it is OK because all of the other mattress retailers use the same set of rules. They go on to suggest that I should take the matter up with their supplier, Sealy. Do they really think an individual consumer will have the influence over Sealy that they will? They took the measuremnts and, after not hearing from them for a couple of weeks, I had to contact them to get the results. This doesn'tseem like an organization concerned with their customers. 

Kansas City Better Business Bureau                                    August 4, 2013

I read the response to my complaint from NFM and, while it is disappointing, it is certainly not surprising.

They seem to want to put the responsibility for this poor product performance on anyone but themselves and seem more interested in distancing themselves from it than assisting a customer.

My contention is that the testing procedures do not reveal this problem, which becomes readily apparent the moment you lie on the bed. Again, their interest in not standing behind a product they sold overrides their interest in customer satisfaction. Any interaction with them on these problems begins with a recitation from them about all the things they are not responsible for.

This is apparent in their reply to the BBB. I should call Sealy, everyone offers a similar warranty, I should check with other retailers. Frankly, I don’t see how any of that is my responsibility or relevant to solving my particular situation. I made a purchase from them and they are limiting their diagnosis of the problem to one narrow set of standards which I contend does not reveal the problem.

Besides never again patronizing their store, my options include a trip to small claims court and relating my story via the various social media outlets about their absolute disregard for the interests of their customer. Not surprisingly, mine won’t be the first complaint people see on these outlets regarding the absence of customer service from Nebraska Furniture Mart.

 Order for future reference is 9624582

I will provide you the same response as I did for your BBB complaint:

 Good Afternoon BBB,

As you know NFM does not create the "testing procedures" for a manufacture warranty.  The guidelines are the industry standard set by the manufacture's who all pretty much have the same requirements.  These manufacture warranty guidelines are followed by all retailers.    I suggest that Mr. Mcternan go to www.sealy.com and look up the mattress warranty for himself.  I would also suggest that he go to other retailers websites that sell mattresses such as Mattress Firm, etc., and he will discover the warranty guidelines are the same.  NFM is required to follow the manufacture warranty guidelines and if he wants to file a complaint against Sealy for these guidelines I suggest he does so.  Sealy's website will also allow Mr. Mcternan to voice his concern to them as well as having the option to file a BBB complaint against them for their testing procedure.  I wish I could be of more assistance but again this is not NFM's procedure. If Sealy will issue Mr. Mcternan a return authorization NFM will be more than happy to exchange the mattress.  Also as you well know that when a manufacturer does authorize a return it is for the mattress only and not the box spring.   I have enclosed pictures of the depth of the impressions that were taken.  Please let me know if I can be of further assistance.

Again the retailer does not set the warranty guidelines.  The guidelines are set by the manufacturer.