Ranking Taylor Swift’s Songs, Statistically, by Centrality to the Taylorverse

[Edited on 10-9-25 to include The Life of a Showgirl.]

I published a peer-reviewed academic journal article that conducted a semantic network analysis of all of Taylor Swift’s songs on her debut album through Midnights. Essentially, the analysis created a “map” showing how these songs were related to each other, and in a previous post I described the four song types identified in this map. In order to be connected, songs needed to have at least 13 words in common (of course, 13!), with more words indicating a stronger connection. Here’s an example of what part of the map looks like:

From this map, we can calculate the “centrality” of the song. This refers to how well-connected the song is to other Taylor Swift songs; in other words, it tells us how central the song is in the “Taylorverse.” One of the main findings from the anlaysis was that songs with higher centrality are more popular (as measured by stream count, expert rankings, and social media conversation). So, although there are certainly exceptions, the songs at the center of the Taylorverse are more beloved than those at the periphery.

But, which are the songs that are most central? Well, here’s the complete list (as of October 9, 2025), going from most central to least central. It includes all songs on the main studio albums, and, unlike the published analysis, I’ve included The Tortured Poets Department and The Life of a Showgirl! In addition to listing the songs in descending order of centrality, I’ve also broken them into five groups based on their centrality.

Before we begin, it’s worth remembering that this isn’t a ranking of the best Taylor Swift songs, nor my personal opinion (you can find my complete ranking of her songs that list elsewhere). Rather, it is a list of which songs share the most word overlap with other songs. But, as you scan the list, I think you’ll see that the central songs do tend to be more popular (with exceptions), and those on the periphery less popular (again, with exceptions).

The Center of the Taylorverse

  1. Fifteen
  2. Timeless
  3. All Too Well
  4. But Daddy I Love Him
  5. Mr. Perfectly Fine
  6. Blank Space
  7. Hits Different
  8. I Bet You Think About Me
  9. Better Than Revenge
  10. Betty
  11. Mine

In addition to being the top ten eleven, all of these songs have centrality scores that exceed the traditional threshold for statistical significance (for fellow stats nerds, z > 1.96). Aside from the Speak Now Vault track “Timeless,” which wasn’t particularly well received, the others are fan favorites. Most are singles and/or Eras Tour songs; of course megahit “All Too Well” would end up here. And with oft-repeated Swiftian words like love, door[s], boys, girls, time, just, and dancing, “Fifteen” is a prime example of core Swiftian language and, as of this analysis, is at the very heart of the discography, semantically speaking.

Also in the Taylorverse’s Core

  1. You’re Losing Me
  2. Foolish One
  3. You’re On Your Own, Kid
  4. Dear John
  5. Ronan
  6. When Emma Falls in Love
  7. imgonnagetyouback
  8. Electric Touch
  9. The Life of a Showgirl
  10. If This Was a Movie
  11. Call it What You Want
  12. The Other Side of the Door
  13. End Game
  14. Teardrops on My Guitar
  15. Happiness
  16. Last Kiss
  17. So Long London
  18. loml
  19. The Moment I Knew
  20. Cruel Summer
  21. Superman
  22. Love Story
  23. The Best Day
  24. Long Live
  25. Florida!!!
  26. … Question?
  27. Forever & Always
  28. You Belong With Me
  29. Miss Americana & the Heartbreak Prince
  30. Mary’s Song
  31. I Hate it Here

These songs don’t quite break the top 10, but do exceed one standard deviation above the average for centrality. It makes sense that “You’re On Your Own, Kid,” which metaphorically narrates Swift’s career, would score toward the center. Other big hits in this group include “Dear John,” “Teardrops on My Guitar,” “Love Story,” and “Cruel Summer.”

Above Average Centrality

  1. Hey Stephen
  2. Never Grow Up
  3. The Story of Us
  4. We Are Never Ever Getting Back Together
  5. The Bolter
  6. Better Man
  7. Haunted
  8. I Did Something Bad
  9. Getaway Car
  10. Right Where You Left Me
  11. Back to December
  12. Forever Winter
  13. The Lucky One
  14. Tell Me Why
  15. Nothing New
  16. Holy Ground
  17. Peter
  18. Breathe
  19. Death by a Thousand Cuts
  20. You Are in Love
  21. White Horse
  22. Thank You Aimee
  23. Cancelled!
  24. Jump Then Fall
  25. So High School
  26. ‘Tis the Damn Season
  27. I Can See You
  28. Now That We Don’t Talk
  29. Bejeweled
  30. Sparks Fly
  31. Stay Beautiful
  32. I Wish You Would
  33. Delicate
  34. Mean
  35. Red
  36. Our Song
  37. Long Story Short
  38. Enchanted
  39. Begin Again
  40. Daylight
  41. … Ready For It?
  42. Tim McGraw
  43. The Way I Loved You
  44. Should’ve Said No
  45. Fresh Out the Slammer
  46. Eldest Daughter
  47. Change
  48. Opalite
  49. Wonderland
  50. SuperStar
  51. London Boy
  52. Style
  53. Paper Rings
  54. Innocent
  55. Illicit Affairs
  56. Dress
  57. Come Back, Be Here
  58. Gorgeous
  59. Speak Now

These songs have a centrality score between the mean and one standard deviation above it. You’ll recognize lots of Taylor classics here, including the debut single “Tim McGraw,” hits like “We Are Never Ever Getting Back Together” and “Style,” and the song that anchored the Speak Now Eras Tour set, “Enchanted.”

Below Average Song Centrality

  1. Me!
  2. Guilty as Sin
  3. New Romantics
  4. Elizabeth Taylor
  5. High Infidelity
  6. You All Over Me
  7. Mad Woman
  8. Everything Has Changed
  9. Cardigan
  10. Bad Blood
  11. The 1
  12. Coney Island
  13. Would’ve, Could’ve, Should’ve
  14. It’s Time to Go
  15. Girl at Home
  16. Afterflow
  17. Bye Bye Baby
  18. Champagne Problems
  19. Honey
  20. The Great War
  21. Ivy
  22. Run
  23. Cold as You
  24. Dancing With Our Hands Tied
  25. Who’s Afraid of Little Old Me?
  26. Cornelia Street
  27. Today was a Fairytale
  28. My Tears Ricochet
  29. Ours
  30. I Can Do It With a Broken Heart
  31. Chloe or Sam or Sophia or Marcus
  32. August
  33. You’re Not Sorry
  34. The Very First Night
  35. Exile
  36. Actually Romantic
  37. Fearless
  38. I Think He Knows
  39. Castles Crumbling
  40. My Boy Only Breaks His Favorite Toys
  41. Mastermind
  42. Clara Bow
  43. False God
  44. Willow
  45. Wildest Dreams
  46. So It Goes
  47. Vigilante Shit
  48. Tolerate It
  49. The Prophecy
  50. Invisible String
  51. I Almost Do
  52. Anti-Hero
  53. Snow on the Beach
  54. Wi$h Li$t
  55. The Black Dog
  56. Don’t Blame Me
  57. The Tortured Poets Department
  58. Say Don’t Go
  59. Dear Reader
  60. Picture to Burn
  61. Dorothea
  62. Starlight
  63. King of My Heart
  64. The Manuscript
  65. I Knew You Were Trouble.
  66. State of Grace
  67. Is it Over Now?
  68. Down Bad
  69. Stay Stay Stay
  70. Look What You Made Me Do
  71. Suburban Legends
  72. Peace
  73. Father Figure
  74. I’m Only Me When I’m With You
  75. Slut!
  76. Soon You’ll Get Better
  77. That’s When
  78. Tied Together with a Smile
  79. 22
  80. Out of the Woods
  81. Cassandra
  82. Clean
  83. The Fate of Ophelia
  84. Mirrorball
  85. Ruin the Friendship
  86. Maroon
  87. Karma
  88. No Body No Crime
  89. I Know Places
  90. Seven
  91. Labyrinth
  92. The Archer
  93. Shake It Off
  94. Sad Beautiful Tragic
  95. The Last Time
  96. Don’t You
  97. Message in a Bottle
  98. The Outside
  99. Come in With the Rain
  100. This Love
  101. I Forgot That You Existed
  102. The Alchemy
  103. How You Get the Girl
  104. You Need to Calm Down
  105. Lover
  106. This is Me Trying

With centrality scores from the mean down to one standard deviation below it, these songs have less than average word overlap with other songs. Although there are certainly some hits here (“I Can Do it With a Broken Heart”; “Champagne Problems”; “Out of the Woods”), many songs are deeper cuts on their respective albums.

The Edge of the Taylorverse

  1. Midnight Rain
  2. Hoax
  3. Place in This World
  4. Gold Rush
  5. Treacherous
  6. Invisible
  7. The Last Great American Dynasty
  8. How Did It End?
  9. Babe
  10. Closure
  11. This is Why We Can’t Have Nice Things
  12. All You Had to Do Was Stay
  13. Marjorie
  14. Evermore
  15. Wood
  16. Welcome to New York
  17. New Year’s Day
  18. The Man
  19. We Were Happy
  20. I Can Fix Him (No, Really I Can)
  21. Fortnight
  22. I Look in People’s Windows
  23. It’s Nice to Have a Friend
  24. A Perfectly Good Heart
  25. Paris
  26. Lavender Haze
  27. Sweet Nothing
  28. Untouchable
  29. Bigger Than the Whole Sky
  30. Glitch
  31. The Albatross
  32. The Lakes
  33. Robin
  34. Epiphany

Again, it’s worth remembering that having low song centrality doesn’t mean a song is bad. Here, at the semantic fringe of the Taylorverse, I find songs I personally enjoy, such as “Midnight Rain,” “Treacherous,” “Evermore,” and “The Lakes.” But, with the exception of “The Man” and “Fortnight,” this is generally a list of lesser-known songs. It makes sense that “Epiphany,” which concerns the experiences of Swift’s grandfather in World War II and doctors during COVID, would have the lowest centrality: its subject matter differs from any other song in the discography.

This isn’t a list I plan to update regularly, if ever, because updating the map takes some effort. [Edit: OK, I couldn’t resist when TLOAS came out.] Nevertheless, I hope it provides a different perspective on how we might consider, rank, and understand the amazing body of work that is the Taylorverse.

The Four Types of Taylor Swift Songs (as Identified by Semantic Network and Fantasy Theme Analysis)

Many have claimed that Taylor Swift has built her own “Cinematic Universe,” and that this “Taylorverse” is part of the reason for her success. I decided to apply the tools of social science to find out whether, and how, that is the case.

Long story short: The data backs it up! If you want to see the full paper, it’s published here in Communication Quarterly. And if you can’t access it, or want a more accessible summary… keep reading. In this post, I’ll talk about how the analysis categorized Taylor Swift’s songs into four types, and how these types reveal the central meaning of the Taylorverse. In the next post, I talk about how the lyrical content of songs is associated with song popularity, as measured by stream count, expert rankings (but no, I didn’t include my own rankings in the analysis!), and social media mentions.

How are Taylor Swift’s songs connected?

Swifties have a habit of looking for connections among Taylor Swift’s songs, so much so that it is a meme. Sure, such fan theories are fun (if sometimes farfetched). And Taylor’s work seems to invite that kind of inspection, through repeated objects, scenes, and ideas: rain, cars, midnights, dancing, dresses, parties, heartbreak…

So, it seemed to me that, when taking a social scientific approach to the lyrics the Taylorverse, it was appropriate to focus on the words themselves. For example, several songs talk about doors: “The Way I Loved You,” “All Too Well,” “Everything Has Changed,” “Holy Ground,” “How You Get the Girl,” “Tolerate It,” and “Hits Different.” At least one word (“door”) connects these songs… but one word could be a random connection. How many words are needed before we can say that it seems like two songs have meaningful overlap in their vocabulary?

After feeding the lyrics for all songs on debut through Midnights (The Tortured Poets Department was announced while the work was already in progress and so isn’t included in the analysis), I got an answer to that question. It’s an answer I liked, and if you’re a Swiftie you’ll like it too. The number is… 13. If two Taylor Swift songs share at least 13 words in common, that’s above average and semantically meaningful overlap. Yes, that’s actually a mathematical answer based in the data… but I was also rather happy about it, for reasons beyond science. 😉

This approach allowed me to make a map of which songs connect to each other. Just one of the 200 songs from debut to Midnights wasn’t connected to any others, and that was “Epiphany.” That makes since, given the distinct subject matter of that song (World War 2; COVID). But, all of the other 199 songs are on the map, although there are so many connections that it is hard for a human being to see the patterns. Although the remainder of the post will focus on the albums through Midnights, I did calculate song centrality rankings for all songs through TTPD (click here).

A messy map of how Taylor Swift songs are connected to each other.

Four Types of Taylor Swift Songs

However, there are patterns in the connections that the computer can detect. Using a clustering algorithm, my analysis found that we can arrange these 199 songs into four groups. Here’s that grouping, with songs in italics in the periphery of the group (i.e., less central in the group overall), with those in italics more representative of the group overall. I’ve put the song groupings in chart form at the bottom of this post, organized by album. Even at a glance it is apparent that different albums seem to contain different song types (and stats supports that: album is significantly associated with song group).

Once these groups were identified, I used tools from rhetorical analysis to discern the meaning of these groups. Specifically, I used symbolic convergence theory, because it focuses on how large groups of people are held together by shared stories, symbols, and meanings. Think about any given night of The Eras Tour, as fans exchanged friendship bracelets, held their hands in the air like a heart, gave a long standing ovation for “Champagne Problems,” and dressed in outfits referring to specific songs and albums. Spotify’s image recognizing her as the 2023 top global artist depicts the deep, rich well of symbolic meanings that exist within the Taylorverse, meanings that outsiders find confusing but fans celebrate and enjoy.

Symbolic convergence theory refers to such shared meanings as fantasy themes, and helps discern those themes by calling attention to four elements of the story within each theme: (a) the characters, (b) the plot, (c) the setting, and (d) the “sanctioning agent,” which is a term for the authority that gives legitimacy to the vision. With this in mind, I considered each song group as representing a core story that that runs throughout the Taylorverse. In chronological order of emphasis, these core stories are: 

1. Stories of Villains and Heroes: These songs feature Taylor as the recipient of good or bad male behavior. Her boyfriends may be pure heroes, as in “Stay Beautiful” and “Hey Stephen”; more often they are clear villains, as in “Cold as You,” “Forever and Always,” and “Dear John.” The early hit “Love Story” is an example of both the heroic (boyfriend) and the villain male (the stubborn father), with Taylor the innocent victim. These songs are most frequent in the first three albums and become very rare from Reputation onward (although “You’re Losing Me” from Midnights is a modern example of the type). Following symbolic convergence theory, this story type emphasizes the characters in the unfolding drama.

Group 1 song map: Villains and Heroes

2. Stories of Longing and Regret: Moving into Speak Now and especially Red, Taylor’s identity and that of her boyfriends becomes more three-dimensional. She is no longer free of blame; she would “go back and time and change it, but [she] can’t” (“Back to December”), and she knew he was trouble when he walked in (“so shame on me”). Likewise the men are a more complex blend, as in “State of Grace,” where she accepts that the man she is with was “never a saint” and that she has “loved in shades of wrong.” These songs become less frequent after Red (but see “Getaway Car,” “Exile,” and “Anti-Hero”). Following symbolic convergence theory, this story type emphasizes the plot, usually of faded romance.

Group 2 song map: Longing and Regret

3. Stories of Finding the Extraordinary in the Ordinary: These songs are most scattered throughout the discography. Although they find their peak prominence in Folklore and especially Evermore, they appear early on too; indeed, her very first single “Tim McGraw” is an example of this song type. In these songs, rich sensory details serve as a window into deeper meanings in Taylor’s inner life. In “Tim McGraw” it’s the “old faded blue jeans” and the “moon like a spotlight on the lake”; in “All Too Well” it is that iconic red scarf; in “Champagne Problems,” it’s the “Midas touch on the Chevy door,” among many other details. Again, although these songs shine in the two indie albums, really it’s a foundational form of sensory storytelling throughout the Taylorverse. Following symbolic convergence theory, this story type emphasizes the setting and how it resonates with the emotional meaning of the story.

Group 3 song map: Finding the Extraordinary in the Ordinary

4. Stories of Empowered Voice: These are virtually absent in the early albums, until “Mean.” Doing this research project helped me see how important this song is in the discography. No longer is Taylor singing about romantic partners, but about a music critic; she’s addressing her career, and the challenges she faces within it as a woman. That song was a seed that grew a genre of story that is common from 1989 onward, characterized by sarcastic humor (“Blank Space,” “I Did Something Bad”), social commentary (“The Man,” “You Need to Calm Down”) and continued reflection on her own career (“The Last Great American Dynasty,” “You’re on Your Own, Kid,” “Mastermind,” “Long Story Short”). Following symbolic convergence theory, Taylor Swift is no longer a victim; she has become the sanctioning agent, or authority, that grants legitimacy to her (and her audience’s) perspectives and experiences.

Group 4 song map: Empowered Voice

Taylor Swift’s Rhetorical Vision: From Victim to Voice

The final step of a symbolic convergence theory analysis is to look for the overarching story that seems to unite the community. This is known as a rhetorical vision. In the published paper, I summarize the overarching story of the Taylorverse as this:

“The overarching rhetorical vision of the Swift discography, then, is a story of a woman transforming from heartbroken victim to empowered poet. She takes her audience through a journey of finding (feminine) worth, agency, and voice in a world of (often masculine) characters that try to deny her (and her audience) those things through abandonment, neglect, betrayal, or simple unwillingness to understand. The scene reinforces the vision, as setting her stories in commonplace (often domestic) locations builds a strong sense of identification between Swift and her audience (Morris, 2024), and the movement from rural to urban represents growing voice and confidence. The locus of the vision is not so much an external quest for influence, but rather an internal quest for self-value and understanding while ‘living in a world built for someone else’ (Heggeness, 2024).” (Ledbetter, 2024, pp. 20-21)

So, those are the four types of Taylor Swift songs identified in the analysis, and the overarching vision these four core stories create. Clearly, this overarching vision has artistic, cultural, and economic impact. But, not all Taylor Swift songs are equally popular; there seems to be a real difference in enthusiasm between “Blank Space” and “All Too Well” on one hand and, say, “Girl at Home” and “How You Get the Girl” on the same albums. (No disrespect intended if you like the latter two songs!… just looking at stream count…) In the next post, I consider the other major part of the paper, and that is how the semantic overlap between songs predicts a song’s popularity.

And, here is how the song types break down by album era:

AlbumGroup 1: Villains and HeroesGroup 2: Longing and RegretGroup 3: Extraordinary MeaningGroup 4: Empowered Voice
DebutCold as You
The Outside
Stay Beautiful
Should’ve Said No
Invisible
Picture to Burn
Teardrops… Guitar
Place in This World
Tied… With a Smile
Tim McGraw
Mary’s Song
Our Song
Only Me… With You
Perfectly Good Heart
FearlessLove Story
Hey Stephen
White Horse
Breathe
Tell Me Why
You’re Not Sorry
Forever & Always
Change
Jump Then Fall
Other Side… Door
Today… Fairytale
That’s When
Bye Bye Baby
Way I Loved You
SuperStar
You All Over Me
Mr. Perfectly Fine
Fearless
Fifteen
You Belong With Me
The Best Day
Untouchable
Come in… Rain
We Were Happy
Don’t You
NONE
Speak NowMine
Sparks Fly
Speak Now
Dear John
Story of Us
Better Than Revenge
Innocent
Haunted
Ours
If This Was a Movie
I Can See You
Back to December
Superman
Electric Touch
Foolish One
When Emma…
Enchanted
Last Kiss
Long Live
Castles Crumbling
Timeless
Mean
Never Grow Up
RedI Almost Do
Better Man Babe
State of Grace
Red
I Knew… Trouble
Never Getting Back…
Stay Stay Stay
Begin Again
Come Back… Be Here
Forever Winter
Treacherous
All Too Well
The Last Time
Sad Beautiful Tragic
Everything Has Changed
Starlight
The Moment I Knew
Ronan
Bet You Think…
Run
The Very First Night
22
Holy Ground
The Lucky One
Girl at Home
Nothing New
Message in a Bottle
1989All… Was Stay
I Wish You Would
How You Get the Girl
I Know Places
Clean
Slut!
Say Don’t Go Now… We Don’t Talk
NONEWelcome to NY
Out of the Woods
You Are in Love
Suburban Legends  
Blank Space
Style
Shake it Off
Bad Blood
Wildest Dreams
This Love
Wonderland
New Romantics
Is It Over Now?
Reputation… Ready For It?
Dress
Can’t… Nice Things
Call… You Want
Don’t Blame Me
So It Goes…
Getaway Car
Look What… Do
King of My Heart
Dancing… Tied
New Year’s Day
End Game
I Did Something Bad
Delicate
Gorgeous
LoverNONELover
The Archer
Afterglow
Forgot… You Existed
Paper Rings
London Boy
Soon… Get Better
Nice to Have a Friend    
Cruel Summer
The Man
I Think He Knows
Miss Americana…
Cornelia Street
Death… 1000 Cuts
False God
Need to Calm Down
ME!
Daylight
FolkloreThis is Me Trying
Mad Woman  
Exile
My Tears Ricochet
Mirrorball
August
Peace
The Lakes
Cardigan
Illicit Affairs
Invisible String
Hoax
The One
Great American Dynasty
Seven
Betty
EvermoreDorotheaNONEChampagne Problems
Gold Rush
‘Tis the Damn Season
Tolerate It
Coney Island
Cowboy Like Me
Marjorie
It’s Time to Go
Willow
No Body, No Crime
Happiness
Ivy
Long Story Short
Closure
Evermore
Right Where…
MidnightsLavender Haze
Vigilante Shit
Sweet Nothing
The Great War
Glitch
You’re Losing Me
Anti-Hero
Midnight Rain
Labyrinth
Maroon
Bejeweled
Karma
Bigger… Whole Sky
Paris
Would’ve… Could’ve
Snow on the Beach
You’re on Your Own, Kid
Question…?
Mastermind
High Infidelity
Dear Reader
Hits Different

Nebraska Furniture Mart Bathroom Remodel Review: A Warning

Normally I review Taylor Swift’s songs and albums, which is really fun, but here I’m reviewing something much less fun: Our bathroom remodel with Nebraska Furniture Mart (NFM).

We have been NFM customers for almost 20 years, furnishing our first apartment as a newly-married couple out of the Omaha store, and much of our Texas home from the location at The Colony. Among the options available, we chose NFM for the renovation due to this longstanding customer relationship and their brand reputation.

Here’s some videos and pictures from the 5-6 week project that turned into a 6+ month renovation nightmare that still isn’t settled.

The waterfall flood

The first time we tried to use the upstairs shower, we discovered that NFM had actually installed this new ‘water feature’ in our master bedroom. They paid for a third party inspector, who discovered that NFM’s incompetent subcontractor, who was probably unlicensed, caused it due to misinstallation. More on the quality of their work in a moment.

We’ve asked for licensing information about the plumbers who did the work, and NFM has refused to provide it. One NFM employee did, however, cite their longstanding relationship with this subcontractor in an email to us (“Since we use the subcontractor for many different projects, we do not have access to what staff have been requested for each home”).

We’ve also asked to see the inspection report, and NFM won’t give us that either.

Here’s more detail on the incompetence that caused the flood. (I wish I’d caught on camera how the fixtures moved up and down, but that was a crazy week…)

The destroyed master bed

But it is apparent that the subcontractors should have known about the misinstallation. Because we were replacing our master ceiling fan at the time, our master bedroom mattress was right below the vent at the time the workers installed the shower. That earlier flood destroyed the mattress and the bed.

Valve leak and the bathroom cabinet

NFM incorrectly installed the shutoff valve in an upstairs bathroom sink. It leaked every 8 seconds for a week and damaged the bottom of the cabinet.

Missing caulk around standing tub

I mean, water can only splash out of the tub in the front, right? WordPress isn’t letting me embed the tweet with the video of the poor caulking, but here it is: https://twitter.com/dr_ledbetter/status/1758919452475768842

But, the bathtub didn’t hold water anyway…

No O-ring means no seal, which would mean a rather short bath.

Trashy, smelly garage

NFM said the worker’s trash wouldn’t be stored on site. Yet our garage was filled with trash for weeks. What this picture can’t capture is the rancid stench from the workers’ leftover food as it decayed in the sweltering Texas summer heat.

Questionable quality

Here’s the niche in the upstairs shower. The workers made it rather small. Notice the messy grout around the edges, and the way the gray grout bleeds into the white grout. And the tiny triangles at the top are a strange way to cut the tile. This is but one example of many quality issues during the initial install.

Firing the subcontractor and discovering even more problems

After 8 weeks of dealing with these quality issues, culminating in the flood, we were livid. We insisted, and NFM fired their incompetent subcontractor they use “for many different projects” and hired someone who was actually competent to do the work. And that contractor discovered many, many problems with the first contractor’s work. So, after moving out of the house for 8 weeks to avoid living through a renovation… well, we lived through a months-long renovation anyway.

Lack of upstairs tub support

The waterfall flooding wasn’t the only issue with the upstairs tub/shower. NFM didn’t bother to put support underneath, per installation instructions. Instead, it was sitting on leveling feet, and those feet weren’t even level. For about three months this was our only working shower (once the flooding issue was repaired, of course). Not real fun as a family of four, and the tub bottom felt squishy and unstable while using it. Our entire family continually felt like we might fall through the floor of the tub at any moment while showering.

Wrong lumber in the master shower

I’m no expert on these things (and it appears NFM might not be, either), but apparently you’re supposed to use pressure-treated lumber for a shower, given the dampness of the area. NFM used plain old lumber. I’m told NFM used the wrong type of concrete as well. This meant that the shower floor had to be completely ripped out, all the way back down to the foundation to redo it properly and then have it permitted and inspected, which the original NFM contractor never did.

Uneven backsplash

Of course the bathroom mirror glass couldn’t be installed until this was done. It took the countertop folks about four trips to the house and weeks of delay to finally get it right.

No insulation for a pipe on an external wall

Our new standing tub needed pipes to run along an exterior wall for the placement of the fixture. Even though I’m no expert, I know insulation is needed so that pipes don’t freeze. But NFM didn’t put any in there. And to have the new pipes on this exterior wall required cutting through some studs that hold up the roof of the house. You guessed it, improper support was provided where the studs were notched.

Improperly installed tile

This video also shows the bags of tile debris, which definitely does not contain insulation (see above).

Wrong color grout for the master shower floor

If white grout around white tile is your thing, hey, you do you. But to us, it looks washed out and bleh. Before work began, we made it clear that we wanted gray grout around the white tile. NFM didn’t communicate this to the original subcontractors. Even though the subcontractor called me to clarify, they still misinstalled it, so they did it again. Then the new contractor had to rip it all out… but NFM miscommunicated again, and we had white on white a second time (!). They finally got it right the fourth time.

Not getting proper permits and inspections for plumbing work

Even with reliance on a subcontractor, I don’t know how this procedural and legal detail escaped NFM’s attention. And the shower drain was loose, so water could have traveled along the drain pipe down into the foundation of the house.

What about the aftermath?

I wish I could say that, in the aftermath of all of this, NFM has engaged in good customer service, treating us like longtime customers who spent a lot of money in their store on this project. That has only been the case regarding actually fixing the work. In the end, the bathrooms turned out fine.

Disappointing customer service

Making things right has been another story. We spent thousands of dollars to cope with the flood in August (hotel fees, replacing the master bed, etc.). NFM wasn’t interested in reimbursing that money until the work was done… in January.

And by that point, they were uninterested in talking directly to us at all. They just wanted to push us off onto their insurance claims adjuster (who, obviously, works to serve NFM, not help us). Nearly a month ago, I asked for a high-level member of their customer service team to call us to discuss what happened and how to make it right. Other than a few curt and uninformative emails from the store manager at The Colony, we’ve heard nothing. At one point, we called and left a voicemail. NFM never returned the call.

But when I tweeted about the flood, they did tweet back. “Just talk with us through the BBB” is painful to hear after our experience.

Confusing financial practices

Dealing with NFM’s financial practices also has been frustrating and confusing. We took some credit from NFM to fund the project. By the time the initial subcontractor was fired in late summer, NFM said we owed a certain amount, and that amount was consistent with our agreement when we contracted for the work.

Then in September, the amount dropped by a few hundred dollars.

In October, our bill was over $1000 less than the prior month.

Then in November, $6500 less!

But in December, it was $6300 more.

And in January, another $1200 more.

We’ve asked for explanation why our bill has gone up and down. They’ve pointed to their general accounting practices–essentially, ‘this is just how we do business.’ They also sent us this spreadsheet, which isn’t exactly illuminating. It feels like NFM is making this up as they go.

Personal impact

But beyond the construction hassles, the financial wonkiness, and the poor customer service, this has just plain overshadowed so much of our lives since last June. We moved out of our house unnecessarily over the summer, during which our youngest daughter slept on an air mattress for 8 weeks.

My wife and I both work in higher education, and we planned the renovation for the summer because that is a slower and more flexible time. During fall semester and now spring, this has impacted our work productivity, between meeting with contractors and phone calls and emails.

Our house wasn’t a great place to celebrate the holidays, when the work should have been long done. It has been massive amounts of stress and time lost that we’ll never get back.

And the impact on our kids is just the worst. Here’s my oldest daughter’s narration the night of the flood, as we packed up to head to a hotel. (Admittedly, the lost wallet is my fault, not NFM’s, though the stress of this entire ordeal certainly didn’t help matters!)

We regret choosing Nebraska Furniture Mart for the renovation, and we will not buy so much as a lightbulb there in the future. We hope our story helps others make informed decisions about home remodeling work.