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.
ORLANDO, FLORIDA -- My wife and I traveled 2 hours to visit your store in Orlando Florida yesterday dedicating an entire day with one purpose and goal, and that was to purchase an entire bedroom set for our house. We have always spoke highly about Ikea and recommended it to everyone we know. However after the lack of customer service at this location, the rudeness of your employees, and the failure to both listen and assist us in any way we will no longer be shopping with Ikea. The experience we had yesterday with your staff and BOTH managers was the worst experience we have had at ANY public place!
After spending over 3 hours walking the store, filling our cart and picking out the items we wanted we finally made it to the warehouse level where we were to pick out the pieces we needed for the bed and dresser. At this point we were planning on spending over $1000 in your store, but after it was all said and done we left spending $0. We had written down all of the numbers for all of the pieces and started filling the flat beds with our items needed. We only had one left when we realized that what we needed was just on the 3rd shelf.... just high enough that we couldn't pull it down. At this point I went to the desk to ask for assistance.
The employee there asked what I wanted (with the attitude that I was wasting his precious time). I told him that I needed help, he looked up the part, and then informed me that it was not available. I informed him that it was only on the 3rd shelf and I just needed a hand getting it down. His response was "I won't be able to help you, better luck next time, come back tomorrow and maybe it will be lower". I was completely shocked and offended by this response! A "Customer Service" person that didn't even want to help me or even attempt it! I walked away feeling like a worthless customer.... returned to my aisle to see if I could find it somewhere else... with no result.
So then I asked another employee for help hoping that I just got one bad employee the first time. I asked him for a manager. He radioed the manager and over his radio I hear the manager say "I just talked to "That Guy" and I won't help him... tell him to come back tomorrow" Really??? I am referred to as "That Guy", not a customer? At this point I am getting very upset. I just drove 2 hours, spent 3 shopping in your store and now nobody even cares to help me with 1 item!
So I asked for another manager, still with hope that someone in your company cares about a customer that is going to spend $1000 or more! This manager was even worse. She point blank told me "There is nothing I can do for you" while looking right at the product only an arm length away! We pleaded, asked, begged even and she kept on repeating the same single line.... "There is nothing I can do for you". So, because your staff, and your company would not take one item down from only 7 feet in the air, you have now lost over $1000 in sales.... like your company even cares I am sure.
After multiple attempts to find another solution your manager did inform us that It could be shipped... for another $200! Let me ask you this, if you went to a store and saw the product you wanted, could even touch it let's say and this happened to you, would you accept a $200 shipping fee because they wouldn't help you take it off a shelf? NO... but of course if you are an Ikea employee you would think that this was just all OK just like driving another 4 hours the next day is just all OK as well! To top it off, because I was so visible upset... your manager called security to escort us out of the building. Great job Ikea... Great job caring for your customer.
I don't expect a response to this email because apparently it is your "Company Policy" to not care about your customers that drive a long distance to shop at your store, or even plan on spending hard earned money with you. We went to Target and they were happy to help us get our product that was "Not where we could get it down" and even loaded it in our car for us. You will not see us again, and I will make sure to post this everywhere I can. I am also going to contact the BBB because this was by far the worst experience I could have ever imagined... Period. You have lost a "Customer"... like you even care.
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 hacksaw 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!!!!
WESTCHESTER, OHIO -- I purchased the square LERHAMN dining table and there were not any screw holes for the trim to attach to the bottom of the table top. Called IKEA and was told that was normal and to install the screws with a screwdriver or a drill. So I installed the screws with a borrowed drill since I was not strong enough drive them in with a screwdriver. After all of that effort, I finally achieved full assembly just to find that the finished product had 2 manufacturing defects, that to me were not acceptable.
Called IKEA and told the customer service representative my story and he said I could return or exchange the table which meant traveling back to the store with a fully assembled table and exchange it for another one that could or could not cause me to have the same issue. I asked if it was possible to, upon me being in store with my table, to have IKEA unbox a table while at the store and have them assemble it since I'd already done it once and was told that was not possible.
I will not be purchasing anything from IKEA again. And their pricing is actually rather high for the customer to have to pull the merchandise from the shelves, load your purchases and take them home to assemble or you can make it even more expensive by paying for delivery and assembly of your purchases. Most of the merchandise is made China with the ever so Swede designer names. Find out the hard way that IKEA is not for me and cannot understand why they are so successful with all of the negative reviews. I guess IKEA does not stay afloat with repeat business.