nebraska furniture mart Could care less about you as a customer The Colony Texas

Below find an email that I wrote Nebraska Furniture Mart after researching I spoke to the main office who then put me in contact with one of the grandson of the person that started the company. He read the letter and explained that he would put his best salesperson on the job to give me the best price they could for their screw ups. after driving 45 minutes with 5 FOSTER CHILDREN I get there ask for the person to help me and after another 45 minutes the prices were the same and nothing changed. I think they felt that since I was Hispanic that I would fall for it. I took my business to Sears appliance store and purchased exactly what I wanted for less than what Nebraska would of given me. Shop around this is NOT the cheapest place in town. Now only did I get it cheaper I also got it in 2 dayss delivered and Installed where in Nebraska they had to order everything and it would of taken 3 weeks. TRUST ME SHOP AROUND ITS NOT WORTH THE DRIVE....

Thank you so much for speaking to me today and again I am sorry it had to get to this point. It saddens me to see that as a Hispanic and after living in this country and serving this country as well as a parent of 3 grown adult children and 6 foster children living at home that I am feeling that the treatment I received was not a standard treatment given to all your customers. As much as I hate to say it, I felt that the treatment from the appliance department as well as the director of the store was discriminatory at best. I want to feel that this treatment doesn’t exist but unfortunately lately it seems to be more and more in the news.

If there is one thing that lacks here in Texas with businesses is good customer service, after buying a breakfast nook at your store and having seen the caliber of service I got not only from the sales lady there but also from the delivery team and its personnel, my wife and I decided to go to Nebraska Furniture Mart and spend our hard earned savings on refurbishing the Kitchen. I went in and purchased a refrigerator a washer and dryer, a counter top stove, the hood for the stove an oven and a microwave. We also went on the premise from what I read on MR’s B motto of "sell cheap and tell the truth,"

We spoke to a salesman by the name of Christopher who helped us in selecting the Items we needed. We went in with the Idea of getting professional help from this person as we know nothing about appliances. One of the items I spoke about was getting Convection Oven, with an attached Convection Microwave. I informed the salesman that we needed to go back home and see what the gap was on our unit because right now we had a regular oven with a regular microwave and the idea was to upgrade. The salesman said that was a good Idea. The next day I went back and told him that there was only a gap of about ½ inches and he said let’s schedule someone to come out and measure before we order because we didn’t want to tear down the cabinets to make the unit fit and I agreed. He set the time for January 16th and said that because of the Holidays they could not give an exact time of when they come out but that he would call me January 4th which was the 1st day the schedule will come out and maybe the date could be moved up. He also said let’s just add the Oven and separate Microwave and then if it doesn’t cost too much you can pay the $800 for the convectional Microwave and oven 1 piece because if it doesn’t fit than we can order the conventional oven and regular microwave and no time is wasted. We agreed.

On January 4th I didn’t hear from him, I also didn’t hear from him on the 5th or the 6th. Finally I called and asked to speak to a Manager and spoke to David and explained that my calls were not being returned, next thing you know the salesman calls me and schedules it for the 10th. To make a long story short they came and saw that there was not much needed to fit what we wanted there and the measurements were sent to the salesman, again we didn’t hear back so I called and spoke to another Manager by the name of Guy who also didn’t take care or could care what my issue was and instead had the salesman call my wife. Chris called my wife and said they can get the one piece installed and then mentioned that the bottom oven was a convectional and the microwave was not, My wife called me and I called him back and I told him that he did not say that when we were there. I then contacted Customer service and they had Guy call me back I spoke to guy he said he would find out, next thing you know guy calls me and says the salesperson Chris told him that the bottom oven was convectional but the microwave was not. He said let me ask someone to make sure and call you back. The next day I get a call from Guy said that the salesman also lied to him and that in fact the oven was not even a conventional oven. He said that because of that mistake I could pay the $800 plus an additional $800 for the oven we wanted for a total of $1600 plus taxes. I told him I did not have that kind of money and that they lied and should eat the difference, he said the best they can do was give me $500 off because the unit had raised in price. I didn’t agree because I had no money since I had just bought the breakfast nook there with what we had left. He said sorry but that was the best he can do.

I then contacted customer service and spoke to TIM at which time I felt he was understanding and wanted to help but that too didn’t turn out as planned. Tim said he would put me in contact with the owner and also said he would put me in contact with the store director. I specifically asked to speak to the owner and he said on a recorded call that he would have both call me. During this time because our washer and dryer were not working and we have foster children I asked if we can get the washer and dryer delivered and the rest of the Items delivered and install at the same time so that I can have all the children out of the home while they did this. The washer and Dryer were supposed to be delivered on a Monday and Sunday they showed up at my home with the refrigerator as well, since we were not ready for the refrigerator to be delivered nothing was removed from the old one. I then called the salesman and asked why the washer and dryer were delivered a day early and why the refrigerator was included in the delivery and he stated that he moved everything up one day and didn’t not inform us. Needless to say the delivery was not accepted because we could not take partial delivery.

The following week I get a call from the store director who you can tell had his mind made up and knew half the story and not the customer’s side of course. The director by the name of Ed Lister basically was short and said the best he could do is give me a $500 discount which would not get me the Items I needed or was told I would receive. Instead since I was in NY working I told him that I would go back home 1/20/2016 and get back with him on the rest of the appliances but I needed the washer and dryer so my wife can wash the clothes for my foster children and not have to go to the laundry with all of them. Here we are 1/18/2016 and Instead I get an email from my bank stating that Nebraska furniture mart had refunded $2500.00 minus the 25% charge for restocking even though they were told we wanted the washer and dryer only until I can get back and discuss with my wife or maybe look at another store for their pricing..

Since this has happened I have tried to reach Tim at customer service at ext. 22751 and left 6 messages and never called back, today he answered the phone and he said there was nothing else he could do and he was told to not respond to me by the store director and that he can no longer help me because of was he was told not to talk to me any longer. I asked again if the owner was going to contact me and he again said he could no longer help me. I also have left messages on 3 occasions for GUY and one for Ed Lister at the phone number he gave me 972-668-0673 and no call back as of today.

I feel that simply because of what I am being told that no one was to talk to me that the Director felt that because I have a Hispanic last name that I would not follow thru and he is wrong, if my wife and I have saved all these years to get what we wanted and one person is going to ruin it for me that I would follow thru no matter what. I feel that treatment the lies I received is not in line with what I read MR’s B motto was and that was "sell cheap and tell the truth," and I feel none of those visions were meant for me. I am hoping that you would follow thru with MR’s vision and do the right thing as this has created a tremendous hardship for myself and my Family.