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145 Reviews & Complaints
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Substandard product
Posted by Waugh on 06/20/2007
HOUSTON, TEXAS -- I purchased a $1000.00 leather couch at Ikea in Houston,and within a month there was a noticeable and permanent migration of the padding material in the seat cushions. Which leads me to believe that either insufficient material was place within, or the material used was of poor quality. I eventually contacted Ikea's Customer Service Manager and their "expert independent builder and assembling professional" diagnosed that it was a case of normal wear and tear. In fact he looked me straight in the face and said this is how a soft leather couch should feel. Their warranty clearly covers seat cushion filling, and if this is not a case of defective material / workmanship then I do not know what is. I have sent a certified letter to the Owner / Manager Mr. Harald Witt of the Houston IKEA store since April and I have yet to hear from him. In short I am stuck with an piece of trash which Ikea has passed of as a COUCH! Ouch!!!

     
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Posted by Pomona Guy on 2007-06-20:
IKEA is well known for their cheap furniture. What did you expect? A Cadillac at a Pinto price? $1000 is cheap for a leather coach. Go price a good one at Ethan Allen.
Posted by Anonymous on 2007-06-20:
I agree with Pomona Guy. $1000(cheap!) leather couch will be a $1000(cheap!) leather couch.



Posted by Moonrise on 2007-06-21:
I feel your pain, Waugh. Sure, $1000 was cheap for a 'leather' (are you sure?) couch...but there's no excuse for crappy customer service like you received. They should have offered you new cushions. Or at very least, some kind of partial refund or store credit.
Posted by The Other Foot on 2007-09-01:
You paid $1000 for a faux leather couch? Why the hell are you complaining? You got what you paid for cheapo. Maybe you oughta spend a little bit more money next time for quality. Since we're complaining about cheap products why don't you go to a dollar store and complain about how their $11 watch didn't work after a month? You sicken me cheapo. And you'll never hear from the manager. You know why? Because that store makes like 500,000 a week. They got a good thing goin' and a few complaints here and there from cheap idiots won't stop the rock. They got your money, they win, you lose. Get a real couch whiner.
Posted by Doesitreallymatter on 2009-03-28:
Now, now, let's play nice. One should be able to get a warranty replacement or repair when there is a warranty regardless of price. Yes, quality is less with the lower price paid but if there is a warranty; pursue the warranty repair. Call IKEA Direct, not the store. Have your receipt, item name and item number. Back it up with digital photos and get directions from IKEA online customer service. Don’t call the store anymore. Maybe you will get a discount on a new sofa, or your sofa repaired.
Posted by defiantgti on 2009-06-03:
it doesn't matter how much it is. they don not provide warranty.
Posted by DigitalCommando on 2009-06-03:
defiantgoat, put a lid on it already.
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Poor Customer Relations
Posted by Okie on 01/09/2007
EMERYVILLE EAST BAY, CALIFORNIA -- I bought from Ikea a $25.00 gift certificate and 4 plastic storage food contains @$4.00 a piece before Christmas. On arriving home went to clean the containers one had the lip of the container stuck in the lid so without removing the sticker I put it away for return. My receipt in the mean time was misplaced but I just wanted to exchange for another one so went to Ikea on the 28th of Dec. Figuring it would be no problem since I just wanted to get an exchange and the Ikea tag was still attached. After waiting in line for 30 minutes I was told by the clerk that without a receipt they could not help me. Because I had another schedule appointment I did not complain to higher up but I feel that was a ridulous policy on such a trival item. If Ikea cannot exchange a $4.00 idea that still has their tag still attached I would not want to do business with such a petty company.
     
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Posted by Anonymous on 2007-01-09:
Times have changed in retailing, they pretty much demand a receipt now. A 1/2 hour to return a 4.00 item? My time is worth more than that.
Posted by heaven17 on 2007-01-09:
If a $4 item is trivial to you, why the complaint?
Posted by *Brenda* on 2007-01-09:
What does their return policy state?
Posted by Skye on 2007-01-09:
Most places these days, no matter what, have the policy of
NO RECEIPT=NO RETURN, NO EXCHANGE
Posted by Skye on 2007-01-09:
Here is their policy:
http://www.ikea.com/ms/en_US/about_ikea/store_experience/return_policy.html
Posted by Skye on 2007-01-09:
Clearly states you MUST have your receipt. It's nothing personal against you, it's corporate policy, and they aren't going to bend the rules just for you. Sounds harsh, but that's the way it is.
Posted by Skye on 2007-01-09:
I made it easy for you, I just copied it and pasted it.
return policy
If you are not entirely satisified with your purchase, simply return the unused item in its original packaging within 45 days for either an exchange or a refund. Just make sure you have your sales RECEIPT. Sorry, we cannot accept returns on cut fabric, used bedding (mattresses, pillows, etc.), products from the "As-Is" department or custom orders.

Posted by Anonymous on 2007-01-09:
I'm glad okie posted this review and Skye posted the policy so I can put Ikea on the do not shop list. How stupid of Ikea to lose a customer over something so trivial. These return policies are nothing new as this was pretty much the way it was till Wal-Mart came on the scene and ran them out of business. There's one truth - A customer can live without merchant 'A' but merchant 'A' cannot live without the customer. Bad policy equals 'Going out of Business Sale'.
Posted by Anonymous on 2007-01-09:
Stew, most stores lost millions in fraudulent returns in 2006. That's why they became very strict in enforcing return policies. Hard to blame them. It's the few dishonest (re: thieves) that have made it difficult for the rest of us.
Posted by Anonymous on 2007-01-09:
PassingBy - I do agree there are a *FEW* out there who are dishonest but most aren’t. I'm not going to be punished for their actions as there are still plenty of retail establishments who value my business enough to treat me fairly.. You can only foo-foo so many customers until you find your bins full and your aisles empty.
Posted by Hugh_Jorgen on 2007-01-09:
Stew - you need to read some of the reviews around here - almost all retailers now require a receipt. It's all the rage these days.
Posted by *Brenda* on 2007-01-09:
Considering retailers give you a receipt every time you purchase something, I have no problem with these return policies. I just keep my receipts. :)
Posted by Anonymous on 2007-01-09:
Yes, I think it is only fair to keep receipts if you expect you may want to return something. Then if they don't want to give you a return, go somewhere else.
Posted by Followthisbeat on 2007-01-10:
I really dont understand why so many people have an issue with hanging onto a piece of paper proving your purchase. I alway take my receipt and right when they hand it to me stuff it in my wallet so if I have to return soemthing I know where it is. We seem to be living in an age were people dont feel like they need to be responsable for anything.
Posted by TBoy08 on 2008-06-04:
It really can't be that hard to keep a receipt. I think it's ridiculous that people think they can do whatever they want and people will always bend the rules for them. That is not how things work. Get used ot it.
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Poor service!
Posted by Vivian on 03/12/2005
VIRGINIA -- We have waited 4 months for two sets of Abstrake Red drawer fronts - and the only answer they have come up with so far is that the drawer fronts are on back order. This is the response we have repeatedly received from IKEA, with no results. After waiting about 2 months, IKEA finally charged our credit card for the drawer front sets, but still yet - a month and a half later, no drawer fronts. One of our friends also got the exact same kitchen set, and theirs is complete. When ever we've brought this fact up with IKEA, the best excuse they've been able to give is that other sales persons would snatch up the products as soon as they are off backorder. A game of favorites? Isn't it wonderful to know our credit card and our patience are at the middle of this charade.
     
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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
Ikea Promised to Deliver Between 11 and 3, Then 4 - 6 Then Said Nobody Was Home!
Posted by Ahegartyspends on 08/10/2013
HICKESVILLE, NEW YORK -- The problem is with the delivery! I ordered some items from Ikea. Based on 2 e mails 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 71/2 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!
     
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Posted by RS on 2014-01-15:
I completely agree. I've had similar experience with customer service. IKEA is definitely low end. Go there for small purchases. Don't travel 2 hours to visit IKEA store, you can do better things with that time. Time saved is money saved.
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Don't believe the 40% off countertops!
Posted by Maxzoe on 11/04/2010
TAMPA, FLORIDA -- I was so happy on tues when we ordered our dream kitchten enticed by the 40% off any countertop and installation if spending over $2500. Today I am so angry at Ikea because they notified us that the installation company would be charging us $500 for a trip to measure and a 2nd trip to install because they have to drive from Tampa to ft. myers. This cancels out most of the discount and makes the advertised special a fraud if you live more than 30 miles away. Don't you think such a huge company would have vendors in all areas they serve? Go figure. I am so mad I want to cancel the cabinets, but we really love them. They won't even negotiate giving us something off the cabinets. Don't be taken in by this deal!
     
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Posted by Alain on 2010-11-05:
Hopefully you'll enjoy the cabinets so much you won't care about the problem getting them.
Posted by stophouse on 2010-11-22:
I am also being told of a $500 trip fee to the Gainesville area - particularly infuriating because I called IGS (the contracted counter-top company) and was told by them there was never a trip charge, unless they got to my place and the cabinets were not installed, or I was not prepared for them to do their work. I was also told that there were many other stones to choose from , just come pick it out - and the 40% off would also apply. After reading the above comment, I called them back (maybe 4 weeks after my first call) and it had all changed. Only what is in the store, and now a $500 trip charge. They changed the terms of the sale, midway through the event. Not cool. Ikea says it is an IGS thing, and they can't help it. No sale for me, I guess. I think they need a new stone vendor who can honor their advertised sales.
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Losing Money A Concern... Losing Customers Not At Ikea
Posted by Goochlewinsky on 12/29/2008
After a year of living in culinary limbo I finally bought the last piece of trim for my Ikea kitchen today. It was, like many things I've picked up from the store, broken but I realized this before I left the warehouse area and I went back to the counter and pointed it out to the clerk who went and got his manager who also got his manager.

After these dough eyed idiots kept me for a half hour and 'reviewed the tape' they decided it wasn't broken when delivered to me. Apparently I somehow magically made a seven foot long piece of broken, $45 particle board appear in my cart while making a similar, but unbroken piece disappear. Not only wouldn't they replace the piece but at one point were refusing to allow me to take the broken piece which I can probably salvage but frankly shouldn't have to.

As you can imagine I was livid; after spending THOUSANDS of dollars on their garbage products over the course of many years I was made to feel like a pariah and a criminal in a store that I used to feel pretty good about. I've been able to look past the destruction of the Ural Forest, mismatched pieces and the "wonky" way they fit together. I've even been able become an Ikea repairman of sorts, re-packing and gluing the easily worn pre-drilled holes, replacing drawer tracks which tend to wear out quickly, refinishing easily scratched coffee tables and generally extending the ridiculously short lifespan of their products.

So after being dicked around and essentially abused by these half-wits for a half hour or so I was pushed to the point where my frustration became evident, I and I pulled the old "I've spent $4000 on my kitchen...this is no way to treat a loyal customer", routine. Someone who claimed to be the "Manager of Loss Prevention" told me that I wasn't the "kind of customer Ikea wants".

What? One who spends all kinds of money there? If not me then who?

And doesn't the 'Manager of Loss Prevention' care about losing customers? Or is he so desperate to perform well at the end of the year that he'll do anything to avoid losing even a few dollars at the hands of his own reckless forklift drivers.

If someone drops a case of beer in the Brewers' Retail parking lot, they replace the case for them. It looks like Ikea's policy is now You'll take what we give you and if you don't like it you must be a "Bad Customer".

Well, some people might say that a "Bad Customer" is better than "No Customer" I think in Ikea's case they clearly believe the latter to be true.
     
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Posted by Anonymous on 2008-12-29:
'after spending THOUSANDS of dollars on their garbage products over the course of many years '

I'll ask the obvious -- why in the world would you keep going back?
Posted by Anonymous on 2008-12-29:
So how did it end? Did they replace the piece?
Posted by Gypscrew on 2009-04-28:
MissMarple, that sounds strange why he kept on going back. I am starting to wonder.
Posted by BokiBean on 2009-04-28:
I'm trying to figure out where the destruction of the Ural forests entered it....
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Furniture Purchase
Posted by Swap on 11/09/2006
STOUGHTON, MASSACHUSETTS -- Gift from IKEA worth $89
I purchased more than a dozen products from Ikea, Stoughton, MA, US on 17th September, 2006. I collected all the necessary information from the products tags and went to the storage floor to pickup my items which were intended for self pickup.
When I was in the aisle to collect my futon frame (good for 2 people) I noticed that the mattress is not the one which I need for the futon frame, but then I was not sure so I asked one of the Ikea personnel. This guy was very prompt. As per my request he immediately came to me and started looking at the instructions for the mattress. I showed him that the mattress shown in the photo doesn’t look like one I need for my futon. He asked me “Did you pick the mattress from here?” pointing to the area which is just above where the futon frame was kept. I told “Yes”. He told me “Yeah! This is the one you should buy”. I looked at the confidence level he had when he made that statement and picked up one for me. Happily paid for 15 items and then proceed to home delivery section.
Wait the story doesn’t end here. I received all my items on the same delivery date committed by Ikea (come on guys I paid $99.00 as delivery charges and they have to keep up there promise). Finally I assembled my futon frame and here comes the suspense, opened the mattress only to find out that I was mislead by the Ikea personnel.
Now here comes a long follow up. I called Ikea next day. After a long wait (of 30 minutes) I finally spoke to the customer services executive. She told me that I have to bring the item to Ikea store and replace it for the one I need. I told her that its there fault that they gave me a wrong mattress and I already paid shipping for it so I want them to pickup the item and send the right mattress as a replacement for the wrong one. I was placed on hold for 15 minutes and when she came back she told me that she is going to open a ticket right away and give me the ticket number. She told me that People from Ikea Stoughton will get back to me in 24-72 hours and she hang up. This was the first attempt to get the right product.
After almost 3-4 days I called up Ikea because they never called me. Again after a long wait of 20 minutes I got the customer services person on line. I told her the previous ticket number and she pulled my records. I asked her why Ikea didn’t call me. After going through my problem she told me that I was miss-informed by the previous customer service female. She explained me that previous customer service female didn’t know about the rules. She told me that she is going to open a new ticket but then I told her not to do so because they will never call back and this will delay the matter. I insisted on immediate resolution. So she transferred me to a manager. Again after 10 minutes on hold I finally got her on line. Told her about my problem and she told that only Ikea Stoughton can take a decision on this matter. The customer service doesn’t have authority to take decision in certain matters. While telling her the problem I told her that I opened the mattress. And you know what you will not believe me she told me that they don’t accept returns for the items such as mattress if it’s unpacked/opened. Now how on the earth I am suppose to know this. I argued my point saying that how the hell I will come to know whether the mattress is right one for the futon unless I open it. And I don’t see any reason to doubt my purchase because the Ikea personnel confidently told me to buy the same. Also it’s NOT written on any of there documents (receipt/invoice, delivery note) that the mattress if opened is non-returnable.
WOW this was a big blow straight on the face. She asked me whether I wanted to be transferred to the Stoughton customer service center. Oh god! Do I have a choice? I told yes please. I was very frustrated at that moment and decided not to buy any stuff from Ikea ever again.
This was the third person I was going to speak with. As usual you won’t get them easily. Wait for a while holding your phone because they are the busiest people on earth. This lady was straight to the point. We will not pickup or deliver the item. If you want us to pickup and deliver it you have to pay the charges. She also told me that UNPACKED MATTRESS IS NOT RETURNABLE. After so much struggle, talking patiently with 3 people, almost for 2 hours the result was that I am stuck with something which I never asked for.
THANKS to Ikea for there GOOD customer service and Handling. Till today the mattress is with me and trying to figure out what to do with it.
Thanks for your precious time.

Consequences:
I got stuck with something I didn’t want and lose of valuable time on phone for the resolution of the matter. I lost my dollars for something which I never asked for.

     
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Posted by proudamerican on 2008-03-22:
This place has the worst service and products I have ever seen. Did you ever get any help with this?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Grundtal lighting HORRIBLE QUALITY!!!
Posted by Xtammyk on 06/06/2012
NEW HAVEN, CONNECTICUT -- Be forewarned......do not purchase this lighting or it will possibly cause you to lose your mind. I have 5 of these that sit on top of my kitchen cabinets with the light shining down. EVERY day of my life....multiple times throughout....when I flip the switch, one or more is not lit. I have made multiple trips to purchase new lights which are costly, however the lights are not blown! It's the wiring itself. The quality of these lights is the poorest I have ever seen. I have to place Gorilla tape over the bulb to pull it out to replace it. The two pin holes on the fixture are impossible to put the new bulb. I literally dread turning on the lights because guaranteed one or more will not light. You can shake them, jiggle the bulb which may light but the next time use use em...it's out again. I took them apart and the white wires barely attached to the lighting. Not a drop of soulder. So flimsy, so maddening but even more...I would venture to guess possibly a safety hazard?? I'm so disappointed. I love the look but really??? Please save your sanity and walk way....no run with your cart!! Don't do it!!!,
     
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Posted by Alain on 2012-06-07:
What you're describing is a fire or shock hazard. You might want to have an electrician look at these lights and also contact the Consumer Product Safety Commission via http://www.cpsc.gov 'Report an Unsafe Product' is on the right hand side of the opening web page.
Posted by oldisgood on 2012-06-07:
I personally would cut my losses, take out the defective set before you burn your house down and get another set of lights made in the USA if you can find them. Faulty electric in the home is not a good idea.
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Faulty product and NO service
Posted by Ladylindy on 04/28/2011
PITTSBURGH, PENNSYLVANIA -- After putting the cabinet together I discovered:
1. two of the drawers rub and do not close properly (a SERIOUS issue)
2. a white film is on one of the drawers (which does not wipe off)
3. missing pre drilled holes for the 4 out of 12 knobs.
4. 2 missing pre drilled holes for attaching the cabinet top.

What I was told by customer service:

"take the cabinet apart, put it into the original packing boxes & take it back to the store for review".
I asked if they would give me a refund to cover my gasoline. They said no discounts or refunds are given. They said that Ikea is "sorry for my inconvenience". (gee...thanks for caring, Ikea)


What is costs me is a HUGE gasoline bill and driving time of 4 hours....once home...I get to put it together again with hopes of it not having problems.

Ikea does not share the burden! I won't be talking good things about that company.
     
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Posted by trmn8r on 2011-04-28:
The return issue is a risk of buying kit furniture. They should have a better quality control system to prevent what happened to you, and will get deserved negative advertising from your review.
Posted by Jim in Ohio on 2011-05-25:
I had missed drilled drawer sides too. They sent wrong replacement !!!! Then tried to blame me for giving invalid information. Hail NO I'll Never Go ... back to IKEA
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