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IKEA has the worst & most deceptively written Return Policy
Posted by Jheming73 on 01/20/2012
DENVER, COLORADO -- While browsing their store, you will notice an abundance of signs stating "It's ok to change your mind", and "If you are not entirely satisfied with your purchase, simply return the unused item in its original packaging within 90 days".

Please know that if you remove any IKEA item from the original package what-so-ever, the item can be considered "used" & non-refundable. Case in point: We attempted to return a brand new coffee table. There was nothing wrong with this table; we just simply decided it wasn't quite what we wanted. I called the store to inquire whether or not I needed to disassemble the table & repackage it before returning it. I was told, “We prefer you do not attempt to repackage the item to avoid damaging it, and we will need to inspect the item before refunding you”. This seemed reasonable enough. After arriving at IKEA’s returns/exchanges department, we were told “Because this item was initially removed from the packaging, this item is considered 'used' & is non-refundable.” Please note that I had my original receipt, all original packaging, was well within the 90 day return policy limit, and yes, the table was returned in excellent condition.

Further, we noticed a set of bath towels we purchased from IKEA became splotchy & quickly lost their color (bad dye perhaps?) immediately after their 1st use & subsequent air drying. We also attempted to return these (same trip as above to the Centennial location in Denver, CO) and we were told we could not return the items due to their condition. I reasserted that their condition was precisely why I was returning the item, and that I would also be content with an exchange. Again, the IKEA associate insisted she couldn't exchange or refund the items due to their condition. She also made the most curious statement: "I've never seen anyone return towels for this issue." followed by: "Some of the people who have tried to return discolored towels simply decided to give them away as gifts, and that perhaps you should consider doing the same."!? Moving up the ladder, we contacted the supervisor, and while initially polite he quickly became condescending & continued to apologize for my inability to understand their ‘simple’ return policy.

Just know, once IKEA has your money, there’s little chance of getting it back, period. You may get offered store credit if lucky, and that’s assuming you’d be willing to return. IKEA’s inability to resolve a relatively simple issue, simply left me leaving the store exceptionally irritated and with the conviction of never returning.
     
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Posted by Venice09 on 2012-01-20:
Here's the return police from IKEA's website:

It's ok to change your mind
90-day no nonsense return policy

If you return your goods within 90 days, with your receipt, the goods have not been assembled and are unopened in their original packaging; we’ll give you a full refund. If the item has been assembled or is out of the original packaging, and you have a receipt, a store credit will be issued.

Sorry, we cannot accept returns on cut fabric, wooden blinds cut to size, *unwrapped mattresses, kitchen appliances, or goods ordered to your specification (such as custom-made worktops).

We don’t normally give refunds on products sold in the AS-IS area if you simply change your mind or make a wrong selection.

Exchanges and refunds can be given where goods are faulty (other than any fault that was clearly communicated to you, or which ought to have been revealed by an examination of the product, at the time of purchase), wrongly described, different from a sample shown to you or don’t do what they are supposed to do.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


According to the policy, you should have received store credit for the table and a refund or exchange for the towels.
Posted by Ben There on 2012-01-20:
The information should have been clearer, and they should have not gotten your hopes up when you talked to them by phone.

That said, I can see why they don't take back finished furniture as they won't be able to resell it for regular price. They need to be more upfront about that.
Posted by Agree on 2012-02-23:
Well, we've purchased a set of sheets and it is 1/3 too short to fit IKEA mattress. We live 3 hours away-- we had numerous e-mail exchanges, were asked to take/send pictures, and then given a Fed-Ex label to send the sheets. Guess what? Still no refund. This has been the most frustrating return of defected product I have ever experienced. Since we have not received the refund (and reps stoped responding to the e-mail follow-up) I wish I kept the darn sheets for dust clothes or something... We've been shopping at IKEA for over 10 years, but this was the last trip we made. The products have become of very low quality, and with no way to return, it's not worth the hassle.
Posted by perico penillo on 2013-11-10:
Awful return and refund post-sales service!! In my case, after 6 months, it have been done. Lost the product, lost my money and lost my UPS money paying for returning back to IKEA.
Posted by L3057 on 2014-02-21:
I had a horrible experience with a return to Ikea, Charlotte, NC store. My email address has the word "studio" in it because I "used" to be a photographer but I went back to college to study fine art and now I paint and so I kept the email address. I am also on linked in as an artist. The customer service representative accused me of using the items I returned as props and then bringing them back and told me that she knew I was a photographer because she had seen me on linked in. I tried to explain to her that I was on linked in as an artist "not" a photographer and that I had simply kept the email address with the word "studio" in it but she refused to believe me and told me that I could "never" return anything again to Ikea for the rest of my life. I went back to the store several days later to talk to the another manager about the way I had been treated and he told me to email her with the explanation of why I returned the items and I did. He also told me that the reason she treated me like that was because they had recently had 15 photographers buy furniture then return it and that she thought that is what I was doing since she saw me on linked in. After I took the time to email her with why I had returned the pieces which I had already tried to explain to her in person the customer service manager sent me back an email saying that I could "still" never return anything to Ikea for the rest of my life. I can not believe this, I have never been treated so badly. I will "never" shop at that place again.
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Terrible Customer Service
Posted by Tarac_wilson on 04/16/2001
Consumer Relations Department,

As a frequent user of your company, I feel obligated to share with you my experience.

I purchased gift certificates and had not receive them a month after ordering them. As if that wasn't disturbing enough, it took me another month to find out that they were not sent. I had been in contact with 'customer service' agents at IKEA, but they would only take my information and tell me that my situation would be investigated. After many hours of frustration, and apparent IKEA apathy, I finally decided to start documenting my problem.

On Friday, March 30, 2001 I finally spoke to someone named Michael who told me he would investigate my complaint and actually called me back within 5 hours and told me that the order wasn't sent. He then offered to either refund my money or send the gift certificates.

After waiting for over three months, I told him that I thought his attempt to remedy the situation was substandard to my expectation of customer service at this point. He said that he understood and that his supervisor would call me on Monday, April 2, 2001 to attempt to correct the situation. I called back on Tuesday as I had not heard from anyone and asked to speak with Bridget Bureau - the call centre supervisor. I was told that she was called out of the office and no one called me back that entire week. So on Thursday, April 12, I called back and asked for her again. This time I was told she was speaking with another customer and she would call me back. Today is Monday, April 16, and I am still waiting.

To help keep me as a potential future customer, I would like the following:

I ordered the gift certificates on January 11, 2001. The cost of a $40.00 gift certificate with a rate of 19% interest over 3 months is $62.80. I do not think I am out of line in asking for a letter of appology and a gift certificate in the value of $60.00.

At the very least I would like a response from your company regarding this incident.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Buyer Beware!!!
Posted by Mjr058 on 04/29/2012
OTTAWA, NEW YORK -- In 2007 I purchased a complete bedroom set from Ikea, at the time the HOPEN series dressers, bed and night stands were among the most expensive Ikea had to offer, Shortly after, due to a series of life events my wife and I had to move, the move was only down the street but in the process we managed to break our HOPEN queen size bed frame and one of the smaller dressers. This all took place less than a year after I purchased the original set so I dutifully went back to Ikea to purchase replacement. Once there I found that Ikea was no longer carrying the HOPEN series, I was told to check back in a couple of months. In the interim I purchased a MALM bed frame that somewhat matched the HOPEN series.

Six months later IKEA has the HOPEN in stock again BUT IN A DIFFERENT COLOUR!!! It has been one year since I had spent close to $3000 dollars at Ikea and I could not purchase a replacement for the furniture that had broken. To top it all off the rest of the HOPEN series I had were all falling apart and one look at the new HOPEN material showed that the furniture I had purchased has of inferior quality. Ikea even admitted to me that they had changed the material the furniture is made out of because they were having so many complaints. When I asked for some kind of return (with the original receipts) I was told it had been a year since I had bought the furniture and that some breakage should be expected. Breakage expected!!! In ONE YEAR!!! This was preposterous! Especially considering the amount I had paid and the fact that I could not replace the damaged units since they did not make them in the same colour.

I suggested a compromise where I bring in all the furniture of inferior quality that the company had admitted should be replaced and I buy a whole new bedroom set, I was told I was free to buy a new bedroom set but they would not offer any discount.

Fast forward a few year and I decide to go back to Ikea for a media storage unit, the price was high but they seemed to be made of good quality material. I paid over $3000 dollars for a BESTA media storage unit with the most expensive doors possible, the high gloss brown doors. Once I assembled the units it became apparent just how cheaply made and frustrating the furniture was. This was supposed to be a media storage system and there was not a single notch or hole or conduit to run cables. In the end I spent several hours with a drill and hack saw cutting up pieces of aluminum and wood to be able to connect all my equipment (which is not a big set up, a TV a DVD player and a computer, that's it). The BESTA BURS wall unit, which is designed to hold up a TV, does not have a single place to run cables out of the box.

Additionally the High gloss brown door were constantly sold out. Six months later there were still none in stock and I have been informed that the high gloss brown doors have been discontinued in favour of a new high gloss gray door, which does not match at all.

In one year Ikea turned my over $3000 dollar investment into garbage! This is the last time I ever shop at Ikea!

BUYER BEWARE!!!!
     
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Posted by clutzycook on 2012-04-29:
That's too bad. But, I think for 3k, you could get a much better quality bedroom set and maybe a media center at a different store. It won't be heirloom quality, but certainly better than Ikea.
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You're not gonna believe what happened to me at IKEA
Posted by Island Lisa on 05/17/2010
COSTA MESA, CALIFORNIA -- We've been coming to IKEA for a decade and have spent thousands of dollars over the last two years alone. Yesterday, my toddler wanted to go to the play area while my husband finished shopping. The girl at the counter asked if he was potty trained. I said yes. She asked if he was wearing a diaper. I said yes because we live a long distance away and this is about the time he falls asleep in the car and since we'll be leaving soon, I put one on him. She says he can't go into the play area. I offer to take him to the ladies room to remove the diaper. She says she doesn't believe he is potty trained since he has a diaper on. I repeat everything. She says all parents are liars. She actually said this to me. She then says that if they allowed kids in with diapers then they'd allow infants--a ridiculous statement given that they have a height requirement. A crowd of moms and kids hears her accusations and my replies all the while. After several frustrating minutes, I give up, go to the lobby, call the store manager and explain this nightmare to her. She apologizes. She says the employee should have been polite. She asks if we still want to go in. At this point, my kid is clinging to me, afraid of the mean girl at the check in desk. There's no way he's going in there. I say no. Instead of finalizing the purchase of an entire new kitchen, which is what my husband was doing, I call him and tell him I'm waiting in the lobby with a traumatized kid. I was treated like dirt by an IKEA employee. This is what a decade of customer loyalty looks like. This nasty employee should be reassigned to the stocking department instead of interacting with customers and children. We'll be shopping elsewhere. IKEA.
     
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Posted by bargod on 2010-05-17:
That employee sure had a lot of balls.
Posted by clutzycook on 2010-05-17:
Call me a paranoid mommy, but I'd be darned if I would leave my child in a play area of a store with a stranger.
Posted by jktshff1 on 2010-05-17:
No offense intended, but you should have let your husband or yourself do the shopping while the other babysat or just took the kid with you. Ikea in no way, shape form or fashion, "owes" you baby sitting, regardless of what you spend. Furthermore, there are Ikea rules you have to follow if you want them to babysit. Potty trained=don't have to buy diapers anymore.
+100 clutzy.
Posted by Venice09 on 2010-05-17:
The employees have no way of knowing that you are a loyal customer who spends a lot of money in the store. They are just enforcing the rules. But you should not have been spoken to that way. And I agree that it was ridiculous to compare a toddler in diapers to an infant.

Look at is this way. If your son was traumatized by the mean girl, maybe he was better off not being left in the play area. The other kids might have scared him, too. Kids can sometimes be cruel.
Posted by Anonymous on 2010-05-17:
Nowhere in the review did the OP mention anything about wanting to leave the child alone at the play area or desiring IKEA to 'babysit'. In fact I think the statement 'my toddler wanted to go to the play area while my husband finished shopping' indicates to me the OP was going to remain with the child.

The IKEA employee was absolutely wrong to call all parents a liar to a parent. Good grief what was this waste of space thinking. I've said it before and I'll say it again some people have no business dealing with the public.

Good Review!
Posted by Venice09 on 2010-05-17:
"Instead of finalizing the purchase of an entire new kitchen, which is what my husband was doing, I call him and tell him I'm waiting in the lobby with a traumatized kid."

I think the OP was going to meet her husband to finalize the transaction while her son stayed in the play area. That's what I got out of the above sentence but admit that I could be wrong.

Just because someone is enforcing the rules doesn't make them a "waste of space". Yes, the employee needs a refresher course in customer service, but that's it.
Posted by Anonymous on 2010-05-17:
I never said enforcing rules made this 'waste of space' a 'waste of space'. In fact I was pretty clear that what makes this 'waste a space' a 'waste of space' was saying something as ridiculous as 'all parents are liars' to a parent and in front of a group of parents. I agree with the OP that the 'waste of space' should be reassigned to a job that doesn't require interaction with the public.

For the life of me I can't see how anybody can defend this 'waste of space' saying 'all parents are liars' to a parent and in front of a group of parents.
Posted by Venice09 on 2010-05-17:
Employees are not wasting space if they are doing their jobs, and that's what this employee was doing. Again, all she needs is a reminder of how to speak to customers. The OP was right to bring this to the attention of the manager, and hopefully this will be addressed. But calling the employee a waste of space?.. sorry, no.
Posted by Anonymous on 2010-05-17:
I agree that employees are not a 'waste of space' *if* they are doing their job but I doubt seriously that IKEA considers saying 'all parents are liars' to a parent and in front of a group of parents as doing their job especially an employee working the play area. Indeed the OP did the right thing pointing this out to the manager and hopefully the manager will act upon the complaint by reassigning the 'waste of space' to another job with little to no contact with the public.
Posted by Anonymous on 2010-05-17:
Whether the OP was planning on staying with her child or not has no bearing on the complaint as far as I'm concerned. Lots of businesses now offer child care services while the parents shop, it's not up to us to say a parent should or shouldn't take advantage of it.

As for the complaint itself, I'm with Stew, that waste of space does not belong working with the public. I don't know how the OP maintained her composure after being spoken to like that. Good review!
Posted by jktshff1 on 2010-05-18:
See your point Stew, it was a crude and rude thing to say, and the employee was out of line. But I think the kid in diapers was more "traumatized" for not being able to play, rather than what the employee said. The employee was apparently adhering to rules by not letting the kin in.
Posted by madconsumer on 2010-05-18:
i would like to hear the stores side of this.
Posted by CrazyRedHead on 2010-05-18:
I've been through 5 kids and my now 8 year old was wearing a diaper until he was 7, but only at night cause he would still wet the bed and a doctor and his pediatrician said that until he is dry all night for 6 months then he is potty trained. None of my kids were actually potty trained until they were not wearing diapers at all and are dry for around.

If your son would have had a small accident they would have had to shut the entire thing down to sanitize and disinfect the entire area. I sure wouldn't want my kids playing in an area where there may be poop or pee from another kids accident.

I know your child knows that it is wrong to go in his pants but there are times when kids don't want to stop playing and/or can't make it to the bathroom in time and if he would have had an accident and they shut everything down then he would have been even more upset(traumatized).

I agree that the employee shouldn't have said what she said but some people are just blunt and to the point. Most likely she has no kids and are just going by either what she heard or what she's read about.
Posted by FlShopper on 2010-05-18:
"Nowhere in the review did the OP mention anything about wanting to leave the child alone at the play area or desiring IKEA to 'babysit'. "

That's what the play area is. A parent signs their kid up to stay in the play area for a set amount of time. An Ikea employee babysits (and interacts) with the child, and all the other children. The parents do not stay in the play area; they are given a beeper to alert them when it's time to pick up the kid.

That notwithstanding, the employee would probably be better off in another department.
Posted by Venice09 on 2010-05-18:
I've been thinking about this, and by saying all parents are liars, I think the employee simply meant that parents say their kids are potty trained when they actually are not. That's probably a pretty accurate observation on the part of the employee. Should she have said that to a customer? Of course not. But maybe she just doesn't know what to say anymore to get through to parents that the child MUST BE POTTY TRAINED to be in the play area. Maybe she's been reprimanded for letting kids in with diapers. Who knows? I just don't think it's fair to insult someone who is not here to defend herself.
Posted by momsey on 2010-05-21:
I think CrazyRedHead has a really good point. If your son needs a diaper at any point, he's not officially potty trained. Like others said, the employee definitely needed more tact, but I can't say she was wrong to deny your child's entry.
Posted by GIA on 2011-07-11:
I can't believe how many people here are willing to put up with inappropriate ARROGANT behavior by store employees or for that matter in any service oriented field - I mean what are things coming to? This employee was downright nasty to this woman.

Now why would I want to do any business with a store that prides itself on the whole "family model" of things but then hires people who don't care to treat their public with respect??

If she had said "yes, I understand what you are saying and I agree, but this is store policy
Posted by Ula on 2012-04-26:
The employee was rude. However, the manager dealt with it appropriately and offered a resolution. Why stay angry?
Posted by invisible man on 2013-06-16:
Why would you argue with the woman? Your child was wearing a diaper and you make a federal case out of it. What's wrong with you? Rules are for you to follow too.
Posted by MrsP on 2013-06-26:
If he didn't need the diaper, why on earth was he wearing one? If it was for a long car ride, OK, then take it off when the car ride is over. The basic fact is, if your child was wearing a diaper, your child was not potty trained. The employee was following rules. If your child was traumatized, it was probably because his mom was freaking out on a low-wage (maybe teenaged?) employee and insisting he was potty trained, when he himself knew he wasn't.
Posted by Johnny on 2013-07-07:
Same kind of thing happened to me and when everything is said and done, its the kids who get traumatized by the ugly behavior of one person. Management should take a serious action.
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You get what you pay for
Posted by Marshmallow92 on 08/31/2009
EAST PALO ALTO, CALIFORNIA -- Dear Sir or Madam:

I’m writing to relate my recent experience at IKEA East Palo Alto. On Friday, August 28th, I purchased about $250 worth of items, including 6 folding plastic chairs and 6 black seat cushions to go with them. When I came home, I set up the chairs and put one of the cushions on one of the chairs. At this point I decided I didn’t need the cushions, and I placed them in my car for return to the store. When I returned to the store three days later, on Monday, August 31st, the customer service representative commented on the lint on the cushions, and asked if I had used them. I told her no. She then called over another representative to point out what she called a stain on the cushion. They then proceeded to call a manager, William, who sauntered over, rubbing his belly and taking time to watch the television in the waiting room, as I stood at the customer service counter juggling my young daughter in my arms. The customer service representative explained that she had found a stain, but she could not locate it again. When I asked her about it, she claimed it was a coffee stain, which, if true, would not have shown on a black cushion. The manager told me he could not accept the cushions back because of the lint on the cushions. I asked if he could provide me with a lint brush so that I could clean them, but he refused.

I understand that IKEA’s return policy calls for unused merchandise in the original packaging. The cushions I attempted to return had not been used, and retained all of their original tags. The staff at the East Palo Alto store effectively accused me of lying and I am incensed by the implication. Due to this ill treatment, I left the store immediately and took my business to my local Target, where I bought the additional items I had originally planned on picking up at IKEA after I made my return. For $36 in returned merchandise, the store lost at least another $100 that I would have spent today. In addition, I will not patronize IKEA again, and I intend on publicizing my experience in order to discourage others from shopping at IKEA and receiving the same poor treatment.
     
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Ikea credit card customer service is BAD!!!!
Posted by UNHAPPY IKEA CARD on 01/18/2007
MARYLAND -- I am new to IKEA credit card my 1st payment was due 1/4/07 and I made payment over the phone 1/3/2007. Not only they charge you $10.00 to make the payment BUT I get a phone call 1/18/07 from Ikea saying I have a past due balance!!! So I go online to view my account and they charged me $29.00 late fee. so I called customer service and they say they never got the payment!!! I respond to them I made the payment over the phone on 1/3 and they say oh yeah but we couldnt withdraw the money and they make it clear that it was NOT because there were no funds but maybe because they got the information WRONG!!! Which is not my fault!!!! The person couldn't even tell me why and wont waive the $29.00 LATE FEE!!!! and was SO RUDE!!!! I wouldn't recommend getting this card to anyone if you are going to go through this drama!!! So by the time you add all of their late fess and over the phone fees you will be paying twice as much for something that was supposed to be affordable when you could use all this money to probably buy more items from their store!!!!!!!!!! BEWARE!!!!!!!!!!
     
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Posted by rhondam718732 on 2007-01-18:
Same story we read about over and over. You can't pay the day before a payment is due and expect it to be considered "on time" at many banks. Also, didn't you check to see if the payment you made was taken from your bank account between 1/3 and 1/18? That's just good banking sense.
Posted by heaven17 on 2007-01-18:
Time to get petty, but when it comes to punctuation? Less is more.
Posted by Ponie on 2007-01-18:
Since your payment was due 1/4, why did you rush so on 1/3? You could have waited until the morning of 1/4 before handling this transaction.
Posted by bill on 2007-01-18:
Why do it the morning of 1/4? I would have waited untill 11:59pm on 1/4.
Posted by Anonymous on 2007-01-18:
I'd file a complaint with the FTC. Probably won't help get your money back but if the FTC gets enough complaints they'll investigate.
Posted by Anonymous on 2007-01-18:
Experience is the teacher here.
Posted by Anonymous on 2007-01-18:
And what's more...they have all your banking information now, so they'll just withdraw any time they think a payment is due. Giving a credit company your bank account info is just plain dumb.
Posted by beanbagbritches on 2007-01-21:
Can you ask to see if there was a recording of your call to see what transacted?
Posted by UNHAPPY IKEA CARD on 2007-01-26:
Hi beanbagbritches - yes they had a record of my call and also the payment, after some calls and talking to a manager I was able to resolve the problem.
Posted by The Other Foot on 2007-09-01:
In summation to what has already been said. You are an idiot. Learn from your mistake and try not to be an irresponsible twit as often.
Posted by Doesitreallymatter on 2009-03-28:
Hey all, Just an FYI... Read the M3C comments on GE Money Bank. They finance the IKEA credit card. Any customer calling IKEA credit never speaks to IKEA in any way, shape or form. GE Moneybank's biggest problem is hiding behind the name of reputable companies. The company getss the blame for poor service when GEMB is the true culpret.
Posted by defiantgti on 2009-06-03:
dont use Ikea card, you shouldnt shop at Ikea at all. Ikea credit card work with Ikea to rip you off. you cant dispute the item purchased. you can if you use American express or other credit cards.
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Products Displayed but Never Available?
Posted by Bunnyman on 05/03/2010
CANTON, MICHIGAN -- My wife and I have shopped at Ikea on many occasions and historically, we've enjoyed their prices, products, and selection.

We were in the market for a new living room sofa and chair, and despite looking at many other furniture and home stores, were not able to find what we were looking for.

After shopping at the Canton, MI Ikea, we saw the Mujik Red Vreta sofa and recliner. The pair were leather, nicely constructed and priced competitively. Moreover, Ikea was running a special whereby if the customer signed-up for an Ikea credit card, the purchase could be made at 12 months same-as-cash.

When we inquired about purchasing, we were told they had neither item in-stock, but would have it "soon." We tried to place an order, but were told we could only place something called a "draft order". We wanted to make sure we got the 12 months same-as-cash deal, so after going round-and-round to several staff members who would not help, my wife happened to ask an employee who turned out to be a manager. He gave us a note authorizing the deal to be applied when the furniture came in, and told us we would be called.

That was in Febuary 2010 and it is now May. Not only has the furniture never arrived, but when my wife attempted to call the manager we had spoke to, he said there was nothing he could do, and oh, by the way, don't EVER call him again!

The other night my wife was looking at the Ikea website, and the web inventory indicated both items were in-stock in the Canton store - but no call. So she called the store and they said they didn't have it. When my wife asked about why the website showed the items in-stock, yet we received no call, the employee asked "well, did you PAY for it!" My wife said we weren't permitted to place a *real* order, only a *draft* order. My wife then asked to speak to a manager, and after some wrangling with the employee, she expected to be put-through, only to have the employee hang-up on her. My wife was very courteous throughout, so there was really no excuse for the employees behavior.

I'm puzzled as to WHY Ikea would have items on the floor for MONTHS and yet never seem to have the item in-stock? Why don't Ikea employees at least ATTEMPT to answer the customer's questions? How can Ikea expect to only allow back-ordered items to be sold if the customer has paid in advance, and then, have a policy that does not allow the customer to place a REAL order or pay for the item?

In retrospect, I'm certainly glad we didn't pay, as we would still have no sofa or chair! We found another sofa and chair, and we are resolved to NEVER do business with Ikea again. They are not only rude, but appear to engage in some HIGHLY SUSPECT business practices. I'm contemplating a letter to the State Attorney General's office.
     
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Posted by clutzycook on 2010-05-03:
Is it available online? Just order it that way and pay for the shipping. It sounds like it would cost less than your aggravation.
Posted by Bob on 2012-02-14:
The VRETA sofa isn't a stock item. You order it and have it devivered or pick it up at a local warehouse. Got ours in about a week.
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To IKEA or NOT to IKEA
Posted by Doesitreallymatter on 03/29/2009
UNITED STATES -- Have you noticed that there is no section or counter in any IKEA store that claims to be "guests’ services" or the "courtesy counter" or "Customer Service"? There is not a single sign or direction anywhere in the store that directs anyone to such a location to have their questions answered, just small towers with an “i” icon at the top placed at various locations throughout the maze. You might be lucky to find a coworker within a few hundred feet of each of those “i” towers.

If you do find someone, hopefully you will get a well rehearsed quote from the Yellow Shirt People that customer service is throughout the store. They claim that all coworkers are trained to answer your questions (and solve your problems) at the point of contact. I find this difficult to digest but have been surprised with how much the coworkers know about their immediate areas.

I found that any coworker was able to assist me and if there were honest issues that IKEA was at fault for, those issues were corrected. They have simple solutions for just about every situation. However, the issues that I have learned from are “Contempt of concept”. Some of us just don’t fit into the IKEA customer profile and the rest of us just do not find the concept an easy way to shop. Maybe we're stubborn or spoiled. Maybe we think that because we are spending our money we should have service on a silver platter. Unfortunately, IKEA does not sell silver. That does not stop one from wanting to vent to the manager about something he has no control of or to threaten to call "Corporate" when we don't get what we want.

There is no real reason to ask for corporate or for the manager. Don’t even bother. You can ask for a manager five times during one trip to the store and get five different managers with five different approaches to you as a customer. There is no one true manager that can be found. If there is a general manager, they must be traveling the world or be securely guarded inside their ivory tower somewhere. I know of no one who has heard from the offices in Sweden. I’d like to meet someone who actually has spoken to a “regional or district manager”. Those don’t exist. IKEA is not that type of retail. It is not North American retail where anyone with a complaint used to be able to get in touch with the manager’s manager, etc. Anyway, how would anyone get anything done if they have to sound complaints or comments every working hour? Your comment or concern is most likely nothing they never heard before. Of course, it feels good to get it off your chest. But understand that it is their concept. We choose to accept it when we enter their locations.

Someone with a real problem or issue that needs to be solved needs to know were to go to get that issue solved. At IKEA one just wonders around aimlessly looking for "Customer Service" or a coworker that looks like they can be interrupted.

Some problems that need to be solved are found to be “User Error”. You may have lost that screw. You should not have used a power driver to tighten that cam lock. You could have thrown the hardware away. You just might be an idiot for buying this stuff in the first place. You do get what you pay for and sometimes you deserve what you get. Not too many larger retail or big box stores are worried about you; there are plenty of other customers going through their check outs to make up for what you don’t spend. IKEA coworkers and managers are there to protect the company’s policies which protect the profit, alienating a customer is not a loss to them. Their “Cult Like” following only replaces that lost customer two to one.

If you ever get an audience with a supervisory figure, speak in a rational way. You might be surprised as to how far kind words go. Be careful, never pull the “I’m a good customer” or “I’ve spent $$$ here …” because the only dollar that is important to them is the dollar that they are protecting at that moment. Playing the “I’m a Good Customer card” gets you a brick wall almost immediately, if not the brick upside your head. Who cares how much money you spent? The issue is with this one item here and now.

So what makes shopping at an IKEA successful? KNOW WHAT YOU’RE DOING! My first few trips to IKEA were so frustrating I am shocked that I continued to return. I could not figure out how to buy anything if I wanted too.

You must do your homework before you go. Don’t get half way through the store before you decide you have no clue how to shop there. Do NOT come into the 'exit' if you have not been to the store before. You will only frustrate yourself and annoy every customer and coworker you interrupt trying to find your way upstream. Do stop in the ENTRY lobby, study the shopping tools, and study the maps. Read the price tags. Walk the store the first time without picking up something. Get your bearings. Learn the shortcuts. Read the over head directional signs and follow the arrows on the floor. Take a break and breathe. Sit on the furniture and get a visual of where you came from and where you want to go. You are inside of a walled in amusement park for shoppers and it is far too easy to get overwhelmed.

DON’T buy anything at all on your first visit! NEVER! Just get a catalog, pick up the little paper forms that describe the items in detail. Measure the displays, measure your boxes and by all means, MEASURE YOUR CAR, TRUNK or BACK SEAT if you are going to transport the items yourself. Do not expect any coworker anywhere in the store to know if a certain item will fit in your car. The store is IKEA not KIA, they don’t know one type of car from another and are far too busy to worry about how you’re going to get your crap home.

GO HOME, figure out where that new item is going to fit, measure your space and know that the item you are going to purchase will be what you want. Yeah, there is a “No Nonsense” return policy. But that is the store’s description not the customers’ translation. The return policy is straightforward. YOU MUST HAVE A VALID RECIEPT! Do not read between the lines or assume anything. Your merchandise can be returned if it is still in the original packaging as it was when purchased, not opened, never assembled, never built and then taken apart. And what ever you do, never open bedding products for any reason if there is any doubt that you will be keeping it. DON’T even open bedding just to see if it will match your style. Oh, and there is no exchange vs. return. It is a return, period. You can not “exchange” your unwanted item unless it meets the actual return policy and you have your receipt. You must have a receipt for all transactions! There is no reason for IKEA to even have the word “Exchange” posted. You are not allowed to go shop for the replacement item to bring it back to the return counter for exchange. Your return is done first and then you are sent off to go through the entire shopping process again, either with a refund or a new gift card.

If you have “Fight Club” syndrome and you just can not live without shopping at IKEA; BRING HELP! Do NOT expect to enter the store, provide a list or point a finger to a yellow shirt and expect eager coworkers to gather your purchase up for you. Do not be the only adult in your group with a bunch of rowdy children. Do NOT expect to push your baby stroller and your merchandise cart at the same time and do not expect someone else to push either one for you. Do NOT expect to have help loading the items in the self serve warehouse. Do NOT expect to get to the cash lanes and ask a cashier to go get an item for you or to have a sales person bring an item up to you. Do NOT expect to have help loading your vehicle.


Now have fun. Drive to IKEA, park in a large parking lot, loose your car in that lot. Enter the store, get lost in that store, study your price tags, follow the map, and write down the name, price and location of your item. Follow the direction tags on the bottom of your price tags. If it says to see a coworker, FIND A COWORKER. If says to continue to the warehouse then make your notes and move on. Locate the larger trolley carts in the warehouse, get your cart and head to your aisle. Load your item, check the number for the correct size and color then head to the cash counter. And heaven forbid the item be out of stock. You can not pre-pay, order or arrange to have the item held for you when it does come into stock. And when it does, you have to start your shopping trip all over again.

Now, have your entire product selection ready to check out and all of your questions answered by the time you get to the cash lanes. Once there, it's too late. The lines will be long and coworkers will be doing what they can to get everyone cashed out and on their way. Pay at self check out, and forget about bagging your merchandise. IKEA is “green” and will not provide disposable bags. You can buy reusable bags like at your grocery store.

Truck your purchase out to the loading zone and load your car, drive home and build your new item. Be happy with the process. If you get home and find that you made a mistake, you have no one to blame. Don’t expect sympathy from the store because you picked up a red table but wanted a blue one. Don’t even try to play the card “But that is what your coworker put on my cart”. You’re an adult, be responsible for your actions and cut your losses. You shopped from a SELF SERVE WAREHOUSE. Whatever help you got (if any) was just courtesy assistance. Don’t expect the store to come to your home and exchange the items you don’t want just because it is furniture. If you expect that service; buy your furniture from a high line, high quality, and high price service center... and pay for it. No one made you make the choice you made. No one made you drive out of your way to get to the store. You made those choices so you have to live with them. No one made you promises.

You can have fun at IKEA but you have to do your part. You’re paying for soft pine, cardboard and plastic; expect to get what you pay for.

But again, DOES IT REALLY MATTER?
     
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Posted by Gypscrew on 2009-04-28:
rofl, pine isn't that big of deal and neither is plastic considering even $4,000 sofas have all that crap anyway. their is still metal in the products to depending on what you get. What I find funny is people buying $4,000 sofas and having the salesmen tell them that it uses flex steel etc etc. if anyone would like to hear logic, it's more in the cushion firmness then what is holding up the cushing.

Paying for expensive stuff that know one can see is stupid and at the same time worthless. The only thing to really stay away from is vinyl sofas, other then that, if you pay $3,500 for a leather sofa that is made in Italy (the truth is they are made in china) They seen you coming from a mile away.

HOM, Design Modern Interiors, Wicks, and many others are so full of crap that I need a shovel to get out of their stores.

A proper sofa or chair is one that lets you sit upright, Even if you find a sofa that makes you lean back a little when sitting on it, it's not a proper sofa. Sofas and chairs need to support your butt, waist, and back (spine). <----proper sofa.

I know I said more of the support should be in the cushion rather then the frame or springs but that doesn't mean all of the support should be in the cushion. Sofas way back in the day in England were great, a lot of them were firm and comfortable. Go sit in a sofa at HOM, they are not proper sofas or couches, you'll see what I mean. I went to ikea to look around, I sat in a few modern sofas and I found quite a few to be really comfortable and a lot of them supported what they should. No sofa should lock you in at all, it should be easy to get up and move around, if it's not, it's a crap sofa or chair. Also, after you get up, look at the cushion too, if it doesn't spring up within 30 seconds to even a minute....crap sofa. when you sit on the sofa or chair, make sure you wobble a little, make sure the sofa is sturdy and doesn't wobble. I have sat on some good $500.00 sofas that were very nice but my true medium (personally and my opinion of course) is within the range of $999.00 to $1,500 MAXIMUM, <-----that's for a normal sofa. Recliner sofas for a max price and checking what I wrote above to make sure it's good quality could at the most be upwards to $2500 MAXIMUM. I like leather couches but really, they aren't practical sofas. I admit, some leather couches are extremely comfortable but for the price of those leather sofas, you can get an extremely comfortable fabric sofa that cost $1,500 at the most rather then $3,500.

I must also stress the fact that just because something says "made in America" doesn't mean that it's actually good quality. If anything, American made products even at this time of a recession are even more expensive, I personally wouldn't support another american made product untill they lower the prices at any store. IKEA is a good company. My cousin bought some here in Minnesota down by the mall of america a while ago, more then a year ago, his sofa and both chairs are still comfortable and have yet to have problems with them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Customer Service Ever
Posted by Sdemint83 on 08/19/2013
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 isle 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 lets 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.
     
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Posted by Dennis Potter on 2013-11-06:
Ditto to your experience. This was at the store near Cincinnati, OH. Everything was in stock we were told, as it was, EXCEPT 1 box. The box was there on an upper rack. Another couple was also needed the same box. Like you, no one in the store's "Management " would address the issue. Stating come back tomorrow of after 9:30pm when the store closes and they would get the package down. WHAT?? As I brought up Sams, Lowes, Home Depot as working warehouses where they block aisles for the tow motors to get stock, rudely one responded WE DON'T!. I will never go to a IKEA store again. I too had over 1,000.00 in merchandise that was just left in their cart. Screw Them
Posted by RS on 2014-01-15:
I didn't have that bad an experience as yours but judging by the employees' attitude and crappiest customer service I've ever seen, I completely agree that this could have happened. I only wish we could deliver these bad reviews more effectively to the IKEA management, but I suppose that doesn't exist. THEY DONT CARE. I also used to think highly of IKEA. But IKEA is only as good as the good value for money product they carry. Never go to IKEA for big ticket item purchases. Because when you do, you'd expect better customer service than a sadistic employee working the billing and return counters.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible Customer Service
Posted by on 12/22/2012
ATLANTA, GEORGIA -- I had an awful experience. First, the customer service at the store was bad with employees that didn't have a good attitude, not helpful, were not trained to help you.

I purchased a wardrobe and I was having a real hard time hauling the cart to my car and I told the girl that it was too heavy for me. She simply said ,"oh, it is heavy for me too, but if I can do it, you should be able too. You have to bring all the way to the front and ask somebody to help you". All the way to the front was really far away, and thanks to some customers that helped me opening doors I was able to do it.

The IKEA people just pretended I was invisible, didn't lift a finger not even to hold a door. The Mexican guy that didn't speak a lick of English was THE BEST thing of the whole experience (thank goodness for humble people that really want to hold a job). He helped me put the stuff inside the car. So, I hauled this thing two hours away to my home, and I get home and guess what? They packed the wrong thing.

I called customer service and this arrogant guy didn't offer any alternatives but return the wardrobe. Now, if I want my money back I have to drive 2 hours back to the store. It is 3 days before Christmas and I do have some other things to do rather than driving around in Atlanta traffic! I WILL NEVER BUY THERE AGAIN AND I'LL TELL EVERYBODY TO NEVER GO THERE.
     
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Posted by Aunt Elizabeth... on 2012-12-23:
Did you pick it out of the bin yourself and take it to the front? Personally, I don't like Ikea because of the checkout confusion. It is way too rushed.
Posted by At Your Service on 2012-12-23:
Ikea is based upon the concept of ready to assemble (RTA) furniture. It's generally a more cheaply made Veneer. People's reason for buying such is not quality but cheapness in price.

I'd think two hours of drive time has got to use a little fuel, not to mention the wear on your vehicle. In addition, there's your own time. Unfortunately, I think this is something one comes to expect with this style of purchase.

Best of luck.
Posted by CUontheFlipSide on 2012-12-23:
Aggravating to be sure. That said, Ikea is a warehouse store. You need to be able to haul your purchases, or bring some help. They just don't have bag boys.

You point out that no one helped and that you had to do it yourself, but then tell us THEY packed the wrong thing. Do you mean that what was inside thebox was not what it said on the outside?

I have experienced Atlanta traffic and agree that it sucks, but what is the alternative to returning the package?
Posted by trmn8r on 2012-12-23:
IKEA is strictly do it yourself when it comes to moving and loading your items. At least it was 27 years ago the last time I bought some poorly made furniture there.

As far as what happened once you got home, there really is no other option. This is the risk one takes. I remember driving to Elizabeth NJ, very unpleasant, and then a hour back home. This is part of the IKEA experience that every young person should enjoy once, and remember the rest of their life.
Posted by clutzycook on 2012-12-23:
I purchased a table and chairs 3 years ago from IKEA. With the smaller stuff (e.g. the chairs), I picked up myself out of a bin and hauled to my car. The bigger stuff like my table and probably the OP's wardrobe, you get a ticket from the display area, the salesperson up there calls it to the warehouse and you pick it up at a counter after paying for it, so it's entirely plausible that someone mucked up behind the scenes. As for checking the box to make sure it's the correct thing, the OP was probably so irritated by that point she just wanted to get out and get home.
Posted by wjk898 on 2012-12-24:
I don't know. I bought stuff at IKEA hauled it myself down 75 rickety steps (to my summer home) all arthritic and all, assembled it, put it in the place and it was such a hit I sold that shack for half a mil in 2 weeks in a bidding war...mostly because that IKEA stuff looked fresh clean stylish modern and functional. As for you, I guess it pays to have kids and grandkids so you have somebody handy to do grunt work. I found that out too late.
Posted by leet60 on 2012-12-25:
Let me preface my comment by stating I have worked retail management for a large well known establishment. Many retailers have a policy that if you do not pay for delivery (if it is offered) the movement of the item, especially to your vehicle is on the customer. There are a lot of factors involved including potential workman's comp if the employee is injured and potential liability for damage to your vehicle when loading. Essentially, once it is paid for and leaves the store you are on your own.

This may not be the best "customer service" scenario but the retailer is trying to limit their liability in this instance.
Posted by Peter on 2012-12-30:
Ikea has stylish and functional furniture that is about 1/5th of the price of
'real' furniture and the 'real' stuff is often particle board as well.

Yes, it's extremely heavy and yes you have to put it together yourself but you will save tens of thousands if you furnish a house only 30% with Ikea stuff.
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