FRISCO, TEXAS -- My husband and I bought a Hemnes 3 drawer chest last weekend at the Frisco, TX IKEA. We had our 15 yr old grandson with us. We brought the chest home and when we opened it yesterday and laid all the parts out we discovered that the drawers were missing and there were no instructions. I called customer service IKEA and was transferred to a "After Sales" customer service line where no one was available and so I had to leave a message.
This morning we boxed up the chest and drove the 40 miles back to the store (closest one to us). When we got to the store we saw where NOW there are signs saying "Note this comes in 2 boxes". These signs were NOT there when we bought the chest. Between three of us we would have seen them and they were very noticeable today. While I was waiting my turn in the Customer service department I noticed a man who had brought the very same chest in and had to be given the second box which he apparently didn't get the first time either.
Since it took us 40 miles to get there, along with gas spent and a toll road I asked the man at customer service (who had explained all we needed was the second box) if we could exchange it for one of the 5 I saw in the store that were already assembled. There were 3 in the warehouse and 2 on the showroom floor. He said "no you can't do that." I explained we had gone to great trouble to bring the thing back and that she signs were not posted last week. He said "Well, there are signs in the store that said be sure and get your second box." I told him that when we purchased the chest that sign was not there. He said "Well, I don't know if it was there or not".
He said the only way we could purchased an assembled one was if it was in the "Returns and buy as is" section and he didn't think there was one back there but he would go check. He was gone for a few minutes and came back up with the second box with the drawers and said "Here you go all you need is this". I asked him if he didn't think that the cashiers should be aware or made aware when an item has a second box and should check before the customer leaves. He said "Well, most of the cashiers are brand new and don't know to do that".
I asked if he was aware of Ikea Frisco's customer service reviews. He said "Yes". I said "They aren't very good". He said "That's because the only people who say anything have something negative to say and that satisfied customers don't write a review." I told him that that I wrote positive reviews if I thought it was warranted. My point is not that we were not allowed to purchase an assembled one after the trouble, time and money it took us. It was the response we got from this young man. Not once did he say "I'm sorry about that."
When I asked him if the cashiers should be aware of the system of the number of boxes he didn't say "Yes, ma'am I will bring that up with my manager". His flippant remark about the cashiers being new and didn't know and his flippant remark about the Frisco's store's customer service review is the reason that store doesn't have good customer service reviews. We had the choice of keeping the chest and accepting the second box or returning the item.
Because of this guy's lack of customer service I decided I didn't want to mess with it. What if there was a part missing from the second box? There would be another 80 mile round trip, toll road fee, time and gas spent. In addition, on our way home I realized that I had a message on my phone from a customer service representative from the phone call I made last night. They left no extension but a message telling me that I probably had only got one of two boxes and I just needed to return to the store for the other box. When I tried to call that number back I was redirected to the 888 main number which I called in the first place only to get another recording.
Needless to say I did not bother to leave a message. Now, just as the young man said, I will be one of the people with something to complain about. Had he even bothered to ask someone if we could purchase one of the assembled chests, apologized and acknowledged that the cashier could have caught that mistake I might have been writing a positive review.
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!
ATLANTA, GEORGIA -- I placed an order online to be delivered to my home. I received an email stating that my delivery date was 11/17/14 and that a follow up email would show the delivery company and contact info. When the second email arrived, it did have the delivery company, Urban Express; however no contact info for questions. On 11/16/14, I called Ikea Customer Service because at 5pm, I had not received the "phone call" from the delivery company giving me the 4 hour window for delivery on the 17th. I sat on hold for customer service assistance for 20 minutes.
A nice representative came on line and called the delivery company who said my delivery would arrive at my home between 5pm and 9 pm on 11/17. Today is 11/17/14. I got off work early to be at home by 4:30pm in case the delivery was early... My husband said he got a message on his cell phone that our furniture would be delivered between 7pm and 9pm. At 8pm, my husband received an automated call that the furniture would be delivered within 2-5 minutes.... he attempted to call the return number 305-728-8400 and was on hold for quite some time.
I then called the same number again at 8:40 pm and was on hold until after 9pm before I got a live person. I spoke to "**" who claimed to be a supervisor. He called dispatch and told me that because we did not respond to their call and email (which was from a "**" and not Ikea nor Urban Express) that the driver didn't deliver. I got off early to sit and watch my front and side door until after 9pm to be told they would not deliver because I did not return a phone call (which we attempted to return!!). What kind of delivery company does not knock on a door or drive into a driveway?
I believe your customer service will suffer long term with your partnership with Urban Express. "**" would not let me speak to anyone other than himself - nor would he give me any contact at "Dispatch". He said I had to wait and call Ikea tomorrow.
My husband has had back surgery and we paid for delivery to be a convenience for him. I would like for someone at Ikea to investigate Urban Express delivery practices.... if in fact they will not deliver unless someone returns their call then it should be stated loud and clear in your delivery terms that this is the case and that they will not pull in a driveway, nor knock on a door unless you call them back. By not disclosing this on your website, you are misleading your customer.
FRISCO, TEXAS -- If you have purchased a product from Ikea and there are no problems with it then probably you are good. But anytime you have to deal with AFTER Sales, then your nightmare starts. Here is what I have gone through: "Case number - ** (Case Open date Sep 6 2014) - Horrible After Sales Experience. I raised this case and followed up for 2 weeks. I got 3 follow ups from Ikea representatives in between and they all had their own solutions/offers. After 2 weeks, I am now getting call from a VERY RUDE person and he is telling that there is no problem with the product (even when it is unstable).
And I have to purchase a new one (with delivery) and then only they can offer a pick up for old one. Also, the agent is not listening to me at all. He is telling he will hang on on me if I don't let him close the case. Horrible! I am an Ikea customer for last 4+ years and purchased so many products and always suggested my friends to use IKEA. I never had this BAD experience. IKEA does not care about their customers. When there is a problem with the product stability, they don't expect that it could be a problem with the product and they want customer to pay for everything again (delivery fees also) and then only they will except the delivery.
I want this to be escalated and want some expert to come and look at the bed frame and stability issues and then provide pick-up/delivery for old/exchanged product and offer complimentary assembly also on the same. I don't want to talk to some agent who says "I WILL HANG UP AS I GOT THIS RESOLUTION FROM MY MANAGER AND THIS IS FINAL. I HAVE TO CLOSE THE CASE". Really PATHETIC and HORRIBLE! Totally Unaccepted way to talk to any CUSTOMER."
COVINA, CALIFORNIA -- Things to remember about Ikea: They do not care if you are happy with their product, customer service, item in stock or the quality. Employees are not empowered to make any decisions and are ultimately frustrated, disgruntled and kept in the dark regarding product info. Have never been able to find/reach/talk to a store manager, there is a wall they hide behind, a wall of powerless staff. All avenues outside of the store for help, helpless.
If you do not live near a store and drive a distance to get there (200 mile roundtrip for us) there is no return policy except for driving all the way back. No matter how small the part is, whether it was missing, broken or you did not get all the parts (mainly because there is no staff to help make sure you do), they simply do not care, it's your tough luck! If you do not have enough money to purchase an entire system at one time, it probably will have been discontinued by the time you return. There is no back-up, you are out of luck!
Ikea is not what it used to be and that's a huge understatement! Quality has gone downhill steadily, prices have gone up. Design seems to be aimed at dorm room throw away items. Just not a good experience or fun anymore. If you, like myself, used to really like Ikea years ago or bought a system that you want to add on to or at least want the same quality with it, you will be sorry that they took your money and you were dumb enough to give it to them. We have a very mismatched Pax wardrobe system in our bedroom and a Besta entertainment system in our living room.
Thanks to their constant changing or discontinuing items, we have 2 systems that were pricey and look like we piecemealed them together. Not even the close hanger rods are the same, yes we found out on our last trip that they even changed them in color and shape. The wardrobe sides are now hollow core and have stickers that warn "do not walk on during assembly" (do they not realize how much room is needed to assemble and walking on them is almost impossible). They weigh a fraction of what they used to, they bow, just plain cheap!!!
Both mirror doors were broken, another 200 miles, if they even take them back and not try to blame us (their favorite comeback). I would call first, but as I have learned in the past, that it is its own nightmare and what they say and what happens when you get to the store are 2 different things. Summary: If none of the above bothers you, then you are their perfect customer and good luck with that!
CHARLOTTE, NORTH CAROLINA -- I had an absolutely terrible experience with my online order for home delivery. I placed the order and received an email from Ikea stating that the delivery facility (of course they outsource it!) would call to schedule a delivery time. The day prior to delivery date, the delivery facility (Urban Express) called and said it would be May 1 between 11 am and 3 pm. On May 1, I received a call at 9:45 AM from the delivery man that he was pulling up to my apartment. I was an hour away from home, so of course I was not there to sign for it. He said he would keep the order on his truck and that I should call to reschedule for the next week.
Later that evening I received an email saying my order had been delivered and signed for! IT HAD NOT BEEN! So, I called Ikea, waited on hold for almost an hour, and spoke to a woman who said she put in a reschedule with the delivery facility for the next Tuesday (only one of two weekdays that they deliver to my area). And that the day before delivery, Urban Express would call to tell me the delivery time again.
Today is the day before the delivery day. I've been waiting for a call: nothing. So I called Urban Express. THEY HAVE NO RECORD OF IKEA RESCHEDULING THE DELIVERY. NONE WHATSOEVER. They told me I had to call Ikea in order to reschedule - AGAIN! So, here I go... on hold with Ikea for another half an hour just to talk to a human being. The human being then had to call the delivery facility (putting me on hold again) to tell them to redeliver the order. She sent me an email from her own account with plain text that says my delivery was rescheduled for May 6.
I never received a call from the delivery facility on May 5 so this morning (at 8:45) I called, no answer. I called back at 9:30 and spoke to a human (finally) who said "Oops! The delivery truck already left", that I'll have to wait until Thursday now. This is unacceptable. I'm canceling my order, if I can EVER talk to a human being.... Terrible. Never, ever ordering from Ikea again. I am not happy. Never ordering from Ikea again.
STOUGHTON, MASSACHUSETTS -- We live 1 hr from the Stoughton, MA Ikea store. Decided to venture there to purchase a unit to store CDs and DVDs. We found something we liked on 1/4/14. A lady in the dept. called down to the pickup location to hold 2 units aside. When we arrived to the pick-up spot, the lady apologized as she just sold the last 2 units!! We were upset, but really liked the piece so decided to order. Shipping to our home would cost more than the piece itself, so we decided to make another hour ride the following weekend (1/11) to the warehouse down the road.
The following weekend, 1/18, we were ready to set it up - after opening the piece, we see that it's the wrong color!! Completely devastated. We had spent 4 hours going back & forth, now we sit with a wrong item. Clearly if we called customer service, they would make amends and perhaps offer to ship a new unit & pick up the old! NOT THE CASE - the direction was to return the item and re-order. Trying to come to some good outcome was impossible. Ikea made the mistake, yet we are paying for it by our time, weekends, gas, etc... Totally would understand if WE made the mistake but there needed to be some adjustment here.
We escalated to a representative who said she would at least get the ball rolling and order a new piece so it would be there when we returned the wrong item - how nice of her!! Upon checking, we get the best news ever! Our item in the color we want is now discontinued!! Are you kidding me?! In a matter of weeks, we are not able to get what we want!! We asked if there was a way for Ikea to pick up the merchandise if there was a truck in our area - no, we can't do that. This by far has been the most exhausting, frustrating, horrid experiences! Not only will I never step foot back in Ikea, but I plan to tell everyone I know about this experience.
The best part is we now get to take our 2 kids on another hour drive & wait in the cattle call to return this item. Oh and in the store it said it was pine when in fact, it was particle board. My husband wants to put in a puddle and watch it disintegrate.
I am in SC and do not live near an Ikea, so I looked to see how much it would be to order a cabinet through their online shopping. The cabinet cost $239. The shipping alone was a whopping $360!!! After 17 minutes on hold, I finally reached an agent. I needed to see if they offered store to store delivery as the item I wanted was not in stock in the Woodbridge store which I would be visiting soon. It was in stock in Maryland. They said no, they don't offer that.
The unfriendly, monotone kid on the phone did tell me that if I went into the store in Woodbridge they would deliver it to me in SC for a fee of $59. OK, great. I could have a family member go into the store for me and get the process going. My sister took time to go to the Woodbridge store ready to order and have the item shipped to me. There the guy told her that since I was in SC they could not ship that far. He told her I could call the Charlotte store and they would ship for that $59 price. They gave her an 888 number for me to call. Turns out the number they gave her is the one and only number on the website. No direct line to the Charlotte store as he made it seem.
After 18 minutes on hold I reached another customer agent who informed me that no, they will not ship an item to me from the Charlotte store, I would have to order online and pay the $360 shipping cost. She said they use private shippers and that is why the costs are so high. The whole thing was absolutely ridiculous. Twice I was quoted the $59 price, which turns out, they meant "starting at $59" and twice I was told that they could ship to my home through the store. Worst customer service. They use a call center which obviously is not concerned with actual customers.
NEW YORK, NEW YORK -- TERRIBLE experience. DO NOT BUY IKEA ONLINE!!! I placed a $1000 order 6 weeks ago. I received the items about a week afterward. When I opened the items to assemble them, one was badly damaged, and another was missing a part. I called immediately to ask for them to pick up the damaged items and get a replacement. I was upset because I'd have to wait longer than necessary to obtain the items I had already been charged for.
Days went by and Ikea wouldn't contact me to let me know whether the replacement items had shipped. The missing part, however, came on the mail after a few days. As for the item that was damaged, I contacted Ikea several times - each one, they'd come up with a story explaining why the item hadn't shipped yet. It took 4 ENTIRE weeks for the damaged item to be replaced. The delivery company told me they'd deliver between 3 and 7pm. They arrived at 7.30pm, one of the guys damaged my newly bought Ikea desk when used it to sign the delivery form, and guess what? When I opened the box of the replaced item, the replacement was badly damaged too!
You could say the problem is with the delivery company and not with Ikea, but first, it was Ikea's ineptitude (not the delivery company) that caused the item to take 4 full weeks to be replaced; second, when I called Ikea to complain about the item that I had received damaged twice, the person I talked to was extremely rude (you would think that after so many mistakes they'd apologize, right?); third, the replacement for the item that came damaged twice is apparently going to take another 10 days to get here. I asked them to speed up the delivery and they said they couldn't do anything to speed it up.
STOUGHTON & WHEREVER CORPORATE IS, MASSACHUSETTS -- Took a drive last Sat, 45 minutes from my home to visit the closest IKEA. Among my purchases I bought a broom that comes in two separate pieces (handle and sweeping part). Somewhere between self-pay (paid in cash) and returning to my car with cart, I must have forgotten/dropped or otherwise lost the handle because when I got home, I had no handle. Called the store to ask if they had found a random handle and whether my friend who lives near the store could come by to pick it up. SURPRISE - Can't call the local store although during the call switching process a recorded voice says "Welcome to the Stoughton IKEA store."
Thought I was talking to local CSR but he later said, "No, you can't talk to anyone in the local store." HE was able to reach the Stoughton store and confirmed that, yes indeed, the store found the random (my) broom handle. BUT, they won't give me (or my friend) the broom handle without the receipt. And I can't find the darned receipt. AND, because I paid cash, they can't look up my purchase receipt. So, now IKEA has an extra broom hand that goes with the broom head that I bought. I can't use the broom and they got an extra but choose not to give it to. Am totally shocked that the GIANT IKEA won't give little customer me my broom handle!!
AND I can't drive an hour and a half round trip to return the broom head because they won't take it back without a receipt. I am shocked!! And I will NEVER step foot inside an IKEA again even though I found my "dream" kitchen while I was there. Good-bye, IKEA. I hope you find something fun to do with my broomstick!!