SUNRISE, FLORIDA -- I purchased an entire kitchen in November 8, 2008 for $3698.00. This was the Nexus Brown Black design series.
This kitchen was discontinued later on after I purchased it. I finally placed a warranty claim for some damaged parts at IKEA After Sales Department located at 151 NW 136 Ave, Sunrise FL, 33325 with **, the claim is IKEA Claim **.
Like all IKEA Products I got suckered into the famous "25 Year Kitchen Warranty Dream", and the "We tested the items over a million times" dream and so on and on..... Right now today I am stuck with a useless NEXUS IKEA Kitchen because even if I wanted to purchase the replacement parts I cannot, two reason why.
FIRST: The IKEA 25 Year WARRANTY is a bunch of ** and the more you speak to the warranty reps like ** you start understanding that you might as well talk to a wall. I had to do all the research and gathering of information and pretty much stuff it in her head, then she sent the information to a ** (what he does, I have no clue, maybe the janitor) then finally they called back with the famous Cop Out Act "we talked to the IKEA Presidents and looked all over the world for your parts and you are screwed, you have NO WARRANTY ANYMORE".
SECOND: Pretty much like I said before, even if I wanted to purchase the parts IKEA does not have them and they did not even make plans to ensure there was a replacement product similar to the discontinued product to assist and honor their MAKE BELIEVE WARRANTY.
IKEA is a JOKE. I now look at their products differently and this story will be repeated at their store, I will tell my story to every person I see wanting to buy their crap kitchen until I get thrown out. I will be proud to make my friends aware of the reality of this compressed wood possibly termite infested POS Swedish Junk, I will also look into making a web site to gather info on product owners of discontinued items sold under false pretense of product availability and warranty fraud.
I will also look into making a CLASS ACTION LAWSUIT against this deceitful company IKEA for breach of contract. I know lawyers who just might see things the way I see it and can help me fight this. To close this experience, People - spend your money somewhere else where their products are warranted for real! IKEA Sucks Big Time!
CORPORATE -- I made an online order for stock furniture for my second home in FL and was charged a standard delivery charge of $129+ and promised delivery by June 30. Then received an email confirming delivery for July 1. July 1 came and went and no delivery. I called and was placed on hold for over an hour. Called again and was transferred and then placed on hold for 45 minutes with no response from the CS representative. Finally I received a recording stating "IKEA is now closed. Please call back during normal business hours." This was in the middle of the day on a Wed. Hmmm.
I've called again and again with the similar messages but have not ever reached a representative again. Finally received an email with very little explanation except that the delivery was delayed because a $4 item had been damaged in transit - really crazy email. No contact information that differed from what I already had. My order was substantial and a $4 item shouldn't be delaying the delivery. I'm going to make a fraud claim with my credit card provider tomorrow. Nothing more that I can do. Any suggestions?
NEW YORK, NEW YORK -- I Ordered a table which arrived with two wrong legs. After calling and complaining, they said they would expedite the legs in 5-7 business days (which I thought was absurd since it was their fault for sending the wrong legs so the least they could do was get it delivered faster). Ok, on the 8th business day, nothing! And not a word also, no email or call giving us any type is status on the delivery.
I called again and guess what? They said the same thing! Would take another 5-7 business days... that is... if the parts were in stock. They couldn't even check to see if they were actually in stock, because as the customer service manager mentioned very politely (not) - they don't have access to stock information! So now what? Wait for MAYBE 5-7 more business days and hope it arrives??? This is so ridiculous, how can a company this big not be able to resolve such a basic issue and not be able to have a decent customer service department? I'm so extremely upset!!!
TEMPE, ARIZONA -- We bought a new bed frame for our son. When we went to get it delivered, and possibly assembled, the man behind the counter gave me a quote based on my total bill, not the item itself, which is incorrect based on their own rules. The assembly charge was too rich for my blood at $159, so I declined. When I got home and glanced at my receipt, I realized that I had been misinformed by the IKEA representative and that the charge should have been $89. That may not sound like a big difference, but it's the difference between reasonable and gouging in my opinion.
I tried to get the change made via phone, but got caught on IKEA's typical customer service hamster wheel and after about an hour on the phone was told the change could only be made in-store. Since we had just gotten home from IKEA, live about 20 miles away from IKEA, and I had just seriously injured my hand trying to move one of IKEA's giant boxes, I balked at having to make all the effort for something that was NOT MY FAULT BUT ENTIRELY IKEA'S.
Eventually got the frame assembled for $75 by a nice guy not affiliated with IKEA -- a fair price that demonstrates how overpriced IKEA's services are. Their customer service, too, is sorely lacking. Face it, they don't need we consumers satisfied, as they pretty much have a stranglehold on their little market niche. Nevertheless, I'll never shop there again unless I happen to be in the market for fairly cheap furniture that requires a Swedish Ph.D. to assemble and lasts about two years.
ORLANDO, FLORIDA -- My wife and I traveled 2 hours to visit your store in Orlando Florida yesterday dedicating an entire day with one purpose and goal, and that was to purchase an entire bedroom set for our house. We have always spoke highly about Ikea and recommended it to everyone we know. However after the lack of customer service at this location, the rudeness of your employees, and the failure to both listen and assist us in any way we will no longer be shopping with Ikea. The experience we had yesterday with your staff and BOTH managers was the worst experience we have had at ANY public place!
After spending over 3 hours walking the store, filling our cart and picking out the items we wanted we finally made it to the warehouse level where we were to pick out the pieces we needed for the bed and dresser. At this point we were planning on spending over $1000 in your store, but after it was all said and done we left spending $0. We had written down all of the numbers for all of the pieces and started filling the flat beds with our items needed. We only had one left when we realized that what we needed was just on the 3rd shelf.... just high enough that we couldn't pull it down. At this point I went to the desk to ask for assistance.
The employee there asked what I wanted (with the attitude that I was wasting his precious time). I told him that I needed help, he looked up the part, and then informed me that it was not available. I informed him that it was only on the 3rd shelf and I just needed a hand getting it down. His response was "I won't be able to help you, better luck next time, come back tomorrow and maybe it will be lower". I was completely shocked and offended by this response! A "Customer Service" person that didn't even want to help me or even attempt it! I walked away feeling like a worthless customer.... returned to my aisle to see if I could find it somewhere else... with no result.
So then I asked another employee for help hoping that I just got one bad employee the first time. I asked him for a manager. He radioed the manager and over his radio I hear the manager say "I just talked to "That Guy" and I won't help him... tell him to come back tomorrow" Really??? I am referred to as "That Guy", not a customer? At this point I am getting very upset. I just drove 2 hours, spent 3 shopping in your store and now nobody even cares to help me with 1 item!
So I asked for another manager, still with hope that someone in your company cares about a customer that is going to spend $1000 or more! This manager was even worse. She point blank told me "There is nothing I can do for you" while looking right at the product only an arm length away! We pleaded, asked, begged even and she kept on repeating the same single line.... "There is nothing I can do for you". So, because your staff, and your company would not take one item down from only 7 feet in the air, you have now lost over $1000 in sales.... like your company even cares I am sure.
After multiple attempts to find another solution your manager did inform us that It could be shipped... for another $200! Let me ask you this, if you went to a store and saw the product you wanted, could even touch it let's say and this happened to you, would you accept a $200 shipping fee because they wouldn't help you take it off a shelf? NO... but of course if you are an Ikea employee you would think that this was just all OK just like driving another 4 hours the next day is just all OK as well! To top it off, because I was so visible upset... your manager called security to escort us out of the building. Great job Ikea... Great job caring for your customer.
I don't expect a response to this email because apparently it is your "Company Policy" to not care about your customers that drive a long distance to shop at your store, or even plan on spending hard earned money with you. We went to Target and they were happy to help us get our product that was "Not where we could get it down" and even loaded it in our car for us. You will not see us again, and I will make sure to post this everywhere I can. I am also going to contact the BBB because this was by far the worst experience I could have ever imagined... Period. You have lost a "Customer"... like you even care.
CANTON, MICHIGAN -- We have purchased and installed the Kvartal style 3 track hanging blind system in our kitchen. The plastic interlock tabs to move the 3 hanging panels keep breaking. There is one store in Burlington, Ontario 3-1/2 hours away and one in Canton, Michigan one hour away (closest stores). We have been to both twice with no success at obtaining these plastic clips which eventually break (in about a month or two if you get that far) such that you have to handle each panel individually by grabbing them which dirties and bends them - not a great practice.
The frustration is that Ikea does not have part numbers for these clips so instead you have to buy the entire track setup. If they have returns of these tracks or open boxes with missing parts they'll take all these parts and throw them in a bin which they will let you look through to find what you hope you will find - yeah, good luck! One time we were able to do this - miracle of all miracles! These clips again lasted about a month. I have tried to glue them but the type of plastic used does not lend itself to Super Glue or epoxy or any other glue I can find or think of. This is just a poor design or poor choice of polymers.
Phone calls and emails to Ikea Customer (NON) Service have been nothing short of dismal and frustrating. I would like to be able to get several parts and willing to pay for them. I would like to help Ikea make this otherwise good overall product better by letting them know they have a problem with these clips that they should redesign. They understand my problem and frustration but can do absolutely NOTHING nor will they try on either point.
I have never seen such stupidity, such poor product control (no part numbers - you have to copy the assembly instructions and circle the nameless part (not even a Swedish name for it) and show it to them so they will know what you are even looking for). Be careful what you buy at Ikea - it is seemingly cost efficient and reasonably good looking merchandise but if you have to return it or replace something, and if you expect it to last you are really out of your mind with those expectations. They rank among the worst customer service I have encountered and only rivaled by Samsung Customer Non Service - which is an whole other story or stories that you can internet search.
HICKESVILLE, NEW YORK -- The problem is with the delivery! I ordered some items from Ikea. Based on 2 emails and 2 voice mails, I was promised delivery between 11 and 3 on Saturday. I changed plans and stayed in my yard - all day. At 4 no show, we tracked down the number on the website - hard to find - and called. After being about half an hour on the phone we were told the delivery would be coming between 4 and 6 the truck was running late. We cancelled more plans. At 6:30... you get the picture. We call again. What was horrible was the customer service experience.
At 6:30 when we called since nobody had showed up - we were told, after being on hold for close to 20 minutes, that it was too late to deliver the merchandise. The delivery company claimed a failed delivery, i.e. that they had come at 5 PM and nobody was home. But we were here all afternoon along with a friend sitting in our yard right next to the phone... nobody showed. I tried to explain this to the supervisor... silly me! That wasn't half the problem. The supervisor, "Nicole", repeated the same thing no matter what I said. She clearly wasn't listening to a word I said and repeatedly berated me for not listening to her! (As a customer I had a strange notion she should be listening to me.)
After wasting my time - more than 7 1/2 hours did "Nicole" apologize for the problems? No! Did she listen to me when I tried to complain about my time being wasted and false promises made? No. I cancelled the order rather than have anything to do with Ikea again. Sunk costs - I had no interest in gambling on Ikea's promises. I love my yard but one full day being trapped here was enough! What's it they say? Fool me once... Bottom Line: Ikea, in other words, is "low end" in more ways than one!
CALGARY, AB, CANADA -- My Ikea swivel chair had a defective footrest elevator mechanism that made it inconsistent in popping open after the lever was pulled. On the way to Ikea, it fell off my car top which caused the bottom edge to be torn and the arm to be partly scratched. After hearing my story, initially, the returns lady agreed to replace it but when she saw the scratched part she changed her mind. Even after I demonstrated to her that the footrest wouldn't pop open all the time, she insisted that it was ok for as long as I leaned back on the back rest (which wasn't consistent anyhow).
I got mad because of that and told her to put my name on the chair and that I would report her to the Better Business Bureau. She did not inform me that they would only hold my chair for 48 hours and then dispose it even though Ikea had my email and phone info. That same afternoon, I filed a complaint with their after sales customer service dept. that then ruled it as a quality issue that was covered under the 10-yr warranty. I was told that it would be forwarded to the Ikea manager for review. He also asked me where the chair was and I told him it was with the returns department.
They then decided to fix the problem by sending a repair guy... finding out eventually that the returns dept had already destroyed the chair saying that I had abandoned it and that it was their policy. If I had asked the returns lady to put my name on it and that I was going to report it, and if I had been given a complaint file number by the after sales agent who then passed it on to the manager for review, how is it NOT their fault that they failed to inform me of their 48-hour policy? How is it NOT their fault that they failed to coordinate with the returns dept? How is it NOT the manager's fault that he didn't look into it after getting the recommendation from the after sales agent?
TEXAS -- IKEA claims to be a self-service warehouse, and we found out they mean it literally. We wanted to get about $1500 worth of furniture but chose to have the IKEA staff pick it out and deliver it for which we were willing to pay extra. We thought the process started near the exit past the cash register where a sign Home Delivery was posted. Wrong. We had to go back inside to some station in the middle of the store to place the order.
The attendant was grouchy. Went to the cash register to pay but the line was long and we were short on time so we left. Came back the next day. Stood in line with our order. Then the cashier said the order was not valid because it was done the day before and told us to go back. We did and stood in line again. Cashier then told us the order was filled incorrectly by their clerk. Told her we wanted to speak to a supervisor but she refused to call anyone and just told us to go back and stand in line again.
We refused to stand in line again so I stood exactly where we were, keeping our spot, while wife went back to get the right order and had to stand in line over there because the clerk refused to handle her request until she waited her turn. We finally got out of there and wrote a letter to IKEA consumer affairs and got no answer so I looked for another place where I could file a complaint and warn others that IKEA is not a friendly store. So here I am.
Don't expect any sort of customer service there. They have well-designed products which are clever and attractive. They are cheaply built, however. If there's a problem, tough luck. And if you need something more elaborate like a kitchen, shop elsewhere unless you're ready to proceed with no help from them. They are a perfect example of "you get what you pay for."