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Ikea Must Adapt To American Market Not The Opposite
Posted by on
SUNRISE, FLORIDA -- On 1/8/10, I went to IKEA, since they were having a sale, to buy the following product: DVALA Fitted sheet RED, at the Sunrise Store in Broward County Florida.
They didn't have any but was told to come back the next day which I did since they would more merchandise coming in.

Before leaving home, I went online and checked their inventory at the following web page:

http://www.ikea.com/us/en/catalog/availability/40149966/sunrise

It read "This product will be in stock: Today Jan 9".
As I write this, it still says they have 24 available. It's 1/9/10 at 10:44 ET.
I also called on the phone to make sure of the accuracy of the online information. They confirmed it.

So I went to the store, 5 minutes away from my home, and when I got there I couldn't find any. I asked for help and a manager looked up the product in their system and it showed they had 16 available but no one knew where the merchandise was.

After attempting for 20 minutes I asked for a "Rain-Check" as it is usual in our American stores, specially if it is their fault, and was told that "WE ARE NOT AN AMERICAN STORE" and that they had their own rules and policies, therefore I would not get a "Rain-Check".

This is not the kind of customer service we should get from a foreign company making a fortune in the American market. If we do not accept it from our own American stores why should we from IKEA?

Let's start a campaign where they have to adapt to American values and habits, just as American companies have to do it in foreign markets.
ENOUGH is ENOUGH!

     
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Eloise on 2010-01-09:
JCS, if you a little research you would understand the philosophy of Ikea as a business. In order to keep the prices low they don't offer rainchecks. This philosophy has worked so well that they have hundreds and hundreds of stores all over the world. The US market is a very small drop in a very large bucket. To ask Ikea which takes an enormous amount of pride in being a Swedish company to be more American is laughable. Based on our current economic crisis we might be able to learn a thing or two from businesses around the world.
Anonymous on 2010-01-10:
So shop somewhere else then.
dan gordon on 2010-01-10:
I'm not sure why you believe being given a rain check is a given from any company?
Anonymous on 2010-01-10:
The only place I've ever heard of getting a rain check is from a grocery store, and I don't even know if they still offer that.
FlShopper on 2010-01-18:
An inventory of 16 on what turned out to be one of their busiest shopping days ever is nothing. On sale days, customers start lining up hours before the the doors open so it is very likely that those 16 sheets were already spoken for by customers waiting in the checkout lines by the time you arrived.
As for rainchecks, that is the store policy.

micbridges on 2010-06-29:
Aside from all the customers I've seen change their mind about a purchase and dumping/stuffing it somewhere half way across the store, they most likely were in someone's shopping cart already...
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Products Displayed but Never Available?
Posted by on
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 February 2010 and it is now May. Not only has the furniture never arrived, but when my wife attempted to call the manager we had spoken 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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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.
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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Terrible Home Delivery Experience
Posted by on
Rating: 1/51
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.
     
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Worst Buying & Customer Service Experience Ever!
Posted by on
Rating: 1/51
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 its 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.
     
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olie on 2014-01-23:
You might make this an adventure for the kids. Here are some ideas:
http://www.familydaysout.com/kids-things-to-do-usa/stoughton/ma/

Could one of you drop the other at one of these options or at IKEA?

Even when our kids were little, I liked excuses to go to the awesome cities within an hour or so of our home.

IKEA gave you lemons. Make lemonade.
Shaun on 2014-01-28:
I understand the frustration but if you're still willing to buy from them than that would be your choice.
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Not For Trades
Posted by on
Rating: 1/51
SAWGRASS, FLORIDA -- Definitely IKEA is not for trade people. This is in SAWGRASS STORE only I cannot judge the other stores they may have in the US. I went there to help a client from Norway, order, pay and pick up a kitchen cabinet with appliances.

Their system is ridiculous, You can not order in advance so they could have your order ready for you to pick up at your convenience NO that's too much to ask. You have to pay when you pick up and they have a SELF PICK UP for some items and FULL SERVICE for some other items. So after you pass the drill of ordering waiting (1 HOUR) for someone to take care of all items needed in a list You START:

1st: You have to SELF PICK UP from shelves "some in second floor some in first floor" then...

2nd: You have to pay for that... wait in line "AGAIN" to pay and then...

3rd: Go submit your receipt to the FULL SERVICE COUNTER (otherwise they will not start with your order) and...

4th: Wait in line "YES AGAIN" for FULL SERVICE to give you the rest of accessories (45 ITEMS) 1 HOUR 35 MINUTES. They got the items deliver to me right there, where I was waiting, in two carts together because some items were too big for one cart so they pile it up in two CARTS stick together by weight, I asked them to please help me BUT NO I had to push them 2 carts loaded outside by myself and they would not push it to your truck or car you have to take it to the loading dock Go and pick your truck up the loading dock and maybe someone from IKEA at the dock would help me (NOT, NOT, not in my case, they did not help me). 4 hours later I was out of IKEA.

BUT no all bad I must confess. The trip to Miami Beach was really really good, no traffic congestion instead of taking 1 15 minutes it took me 45 minutes NO THANKS TO IKEA, OK.

Regards from Miami,
Claudio Fernandez
     
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clutzycook on 2013-11-30:
First time at an IKEA, I gather?
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Worst Customer Service!!
Posted by on
Rating: 1/51
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.
     
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Paul on 2013-11-24:
It doesn't sound like much has changed at IKEA over the years - many of them to be exact. I last shopped at IKEA in around 1987, and I seem to recall the same shipping situation - very high rate and the only real option was to drive many miles. A lot of IKEA junk, and that is what it is, is pretty heavy, and on top of that there is the "private shipper" thing. Mix in a dollop of 21st century call center, and you end up with the disaster you went through. Look at it this way - 20 or 30 years from now you may have real furniture, and your current milieu will be a distant memory.
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Ikea Online Is A Nightmare!!!
Posted by on
Rating: 1/51
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.
     
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Will Never Shop At Ikea Again
Posted by on
Rating: 1/51
WEST CHESTER, OKLAHOMA -- We ordered a bedroom furniture set including a bed, dresser, night stand and armoire.

The delivery and installation team arrived outside of the delivery window reserved. The delivery team also forgot to load the mattress for the bed at the warehouse, so they needed to return to the warehouse to retrieve it and then return to our building. This caused us to have to re- reserve the freight elevator.

While assembling our dresser, the delivery team tightened down one of the screws too tight, causing a crack on the top panel of the dresser. The delivery team explained that we could either reject the piece and they would dismantle it and return it to the warehouse, which would require a claim process, or we could negotiate a discount with Ikea. We needed a dresser and could live with the crack, so we decided to pursue a discount. three weeks and several phone calls later, Ikea has informed us that they do not offer discounts. We asked why then the delivery team told us that we could pursue a discount? They responded by telling us that some stores do offer discounts on furniture damaged during assembly, but this particular location does not. We asked why these delivery people told us that since they clearly work for this particular store, and they could not provide an answer. They just kept telling us that we should have declined the piece. Essentially the delivery personnel blatantly lied about the discount policy in order to avoid having to disassemble and return the piece.

Also, the armoire was discovered to be damaged upon opening the box. We did decline this piece and it was never assembled. However we still had to include this in our claim (including the damaged dresser) and it as taken weeks and multiple phone calls to get credited for this piece, even though we declined to accept it.

Last but not least, the assembly charges were never prorated, even though one piece was declined and didn't require assembly and a second piece was damaged during assembly. Ikea refused to refund any of the assembly fees.

In addition, Ikea customer service has been rude and uncooperative.
     
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Terrible customer service over a BROOM HANDLE!!
Posted by on
Rating: 1/51
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 the 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 broom stick!!
     
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onlooker on 2013-08-01:
You carried the item, put it on the counter, and you did not see, did not catch, did not notice the error - in checking out a two part item, you did not notice, nor did the clerk.

IKEA is doing nothing wrong - they are holding the part you lost, and when you come in with your receipt they will give you the part that they found and are holding for you.

You are angry that you dropped the part and did not notice, you paid and did not notice, you lost the receipt and can't get what you want done the way you want it.

I'd be mad too. But not angry at IKEA.
diana on 2013-08-08:
It may be gardengrandma29's fault but in a world where everyone is imperfect and makes mistakes, a business showing REASONABLENESS is always welcome! Reasonableness would drive them to work hard to HELP people instead of penalize people for mistakes, especially in a predominately self-serve store (where more mistakes are likely to be made). Technically IKEA did nothing wrong. Will that help them get on this customer's good side? NOPE!
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Very Very Poor Service
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- I had shifted to Chicago and had to set up my home all from scratch . After a long research my husband decided to buy products from Ikea . We had visited there showrooms nearby Chicago and there products looked great. We placed an online booking which they had conformed for a delivery after 3 weeks of booking date .

For 3 weeks we managed to sit and sleep on floor . Finally the date of delivery had come and we waited the whole day for there call or email . Finally we decided to call them back and there customer service is so poor that there were no service agents to pick up the call . We had to keep trying and next day somehow we manage to speak to them . They told us that the delivery is going to be next week since they dint had any slots available .

We had to wait one more week . Next week by gods grace we got the stuffs delivered, we were very happy that finally we are all set after a month we shifted to Chicago . But unfortunately our happiness dint last longer . When we found that the sofa(Karlstad chaise) had just the half of its parts in it another half was missing . They had packed it well so we were not able to know what's missing during the delivery . Then our struggle continued again . It took us 3 days to get contact to the customer service . Till 3 days we had tried day and night and none of them where picking the call .

Finally they took the complaint and its been more than a month . Unfortunately till date we dint get any response from them we have kept on calling and emailing but till date our sofa hasn't reached home . Hope we don't endup losing hopes of 350$ worth sofa set.
     
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