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 their showrooms nearby Chicago and their products looked great. We placed an online booking which they had confirmed 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 their call or email. Finally we decided to call them back and their 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 didn't had any slots available.
We had to wait one more week. Next week by god's 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 didn't 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 were picking the call.
Finally they took the complaint and it's been more than a month. Unfortunately till date we didn't 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 end up losing hopes of 350$ worth sofa set.
OTTAWA, NEW YORK -- In 2007 I purchased a complete bedroom set from Ikea, at the time the HOPEN series dressers, bed and night stands were among the most expensive Ikea had to offer. Shortly after, due to a series of life events my wife and I had to move, the move was only down the street but in the process we managed to break our HOPEN queen size bed frame and one of the smaller dressers. This all took place less than a year after I purchased the original set so I dutifully went back to Ikea to purchase replacement.
Once there I found that Ikea was no longer carrying the HOPEN series, I was told to check back in a couple of months. In the interim I purchased a MALM bed frame that somewhat matched the HOPEN series. Six months later IKEA has the HOPEN in stock again BUT IN A DIFFERENT COLOUR!!! It has been one year since I had spent close to $3000 dollars at Ikea and I could not purchase a replacement for the furniture that had broken. To top it all off the rest of the HOPEN series I had were all falling apart and one look at the new HOPEN material showed that the furniture I had purchased has of inferior quality.
Ikea even admitted to me that they had changed the material the furniture is made out of because they were having so many complaints. When I asked for some kind of return (with the original receipts) I was told it had been a year since I had bought the furniture and that some breakage should be expected. Breakage expected!!! In ONE YEAR!!! This was preposterous! Especially considering the amount I had paid and the fact that I could not replace the damaged units since they did not make them in the same colour.
I suggested a compromise where I bring in all the furniture of inferior quality that the company had admitted should be replaced and I buy a whole new bedroom set. I was told I was free to buy a new bedroom set but they would not offer any discount. Fast forward a few year and I decide to go back to Ikea for a media storage unit, the price was high but they seemed to be made of good quality material. I paid over $3000 dollars for a BESTA media storage unit with the most expensive doors possible, the high gloss brown doors. Once I assembled the units it became apparent just how cheaply made and frustrating the furniture was.
This was supposed to be a media storage system and there was not a single notch or hole or conduit to run cables. In the end I spent several hours with a drill and hack saw cutting up pieces of aluminum and wood to be able to connect all my equipment (which is not a big set up, a TV a DVD player and a computer, that's it). The BESTA BURS wall unit, which is designed to hold up a TV, does not have a single place to run cables out of the box. Additionally the high gloss brown door were constantly sold out.
Six months later there were still none in stock and I have been informed that the high gloss brown doors have been discontinued in favour of a new high gloss gray door, which does not match at all. In one year Ikea turned my over $3000 dollar investment into garbage! This is the last time I ever shop at Ikea! BUYER BEWARE!!!!
My husband and I ordered 2 end tables online from Ikea on January 3. We got a confirmation email stating it was "shipped" on January 8, 2015 with an estimated delivery date of Jan 14. It is now Jan 17th and we still have not gotten our end tables. We called FedEx and they reported that Ikea has not dropped off the tables or scheduled a pick up to deliver them.
After being transferred twice and sitting on hold for LITERALLY 1 hour and 7 minutes, they said they will re-send the label to FedEx. Estimated shipping date: Jan 27. Ikea has terrible customer service to make someone wait for that long. I would strongly not recommend buying from their website, it seems as though they don't have a reliable system when it comes to shipping an item.
SUNRISE, FLORIDA -- I purchased 2 MALM beds and two mattresses for Granddaughters. Sultan Hansbo memory foam and Sultan Hanestad. Youngest child woke up with swollen face, eyes, sore throat. Other granddaughter and father sore throats and itching eyes. Small apartment totally smells of whatever gases are being emitted.
I called customer service, spent 60 minutes on the phone being jerked around to 3 different people. Of the 60 minutes only actually talking 5 minutes and being put on hold the other 55 minutes. Promised a callback and then that person said, "You have to call after sales." Well, after sales is a recorded message that they will call you in two days. In the meantime - our whole house smells.
PARAMUS, NJ, NEW JERSEY -- Ikea sold me a bag of lies. I have purchased a wall unit including delivery and set-up. What we received was a first no show for delivery and three-five phone calls that leave you on hold for 45-60 minutes. Then a second no show and days turning into weeks for installation.
Then their paired or second tier installation team were rude, unprepared, & spoke poorly of Ikea. They had no idea how to assemble this simple piece and left the work unfinished telling me to call the store for additional costs. Again calling Ikea for three or more time with no response giving me a case number with no response... Just attempt to call their support phone number - you'll be surprised as I was. I promise to never purchase anything from IKEA again.
SUNRISE, FLORIDA -- Bought an office chair 18 months ago and it fell apart literally. I took the chair back to the store and dealt with one of the untrained, rude 18 years olds they have in customer service. Refuse to take the chair back stating: "We sell cheap stuff - it's not supposed to last a lifetime." WHAT! So you are selling garbage and you acknowledge that it is garbage!
A request to speak to the customer service manager and ultimately the store manager resolved nothing. They just shrug their shoulders and say "There is nothing I can do." Unbelievable! I just threw the chair in the trash and going to buy a decent chair somewhere else. This place is a big scam. Everything they sell is cheap garbage made with slave labor overseas that falls apart when you get it home.
WEST CHESTER, OHIO -- It was at the end of my shopping trip when I decided to purchase a large indoor house plant approx 5 feet tall and quite heavy. I had two full yellow shopping bags on both of my shoulders and I was pushing my 6-month-old in a stroller. I asked an employee working in the gardening area if she or another person could carry the plant to the front for me because I knew I would have difficulty managing the stroller, the shopping bags and a huge plant. The employee told me she could only carry it out to the front aisle (whatever that means) and gave me a flat cart to push it on.
I finally made it to the front of the store pushing both a stroller and flat cart while almost running into patrons and boxes. I finally checked out and made it outside and I dare not ask an employee to help me to my car which was completely across the parking lot (there were employees standing in the loading zone doing nothing and did not offer to help a mom with a stroller. On the way to the car the plant fell off the cart with half of the soil spilling onto the pavement. This incident happened right after I heard an announcement in IKEA say they were a family focused company. I think not. I will take my business to Target. I have spent thousands of dollars in IKEA. Never again!
ASHTON UNDER LYNE -- I bought a wardrobe from IKEA Ashton under Lyne in June. The carcass was warped badly by October. It needed replacing straight away so I went to the store and picked (with help from an IKEA warehouse assistance with muscles) a new carcass, paid for it and paid the £19 for delivery.
Having done so, I went across to the customer returns desk with very little hope of a refund. I had the original receipt and the new receipt. I explained what had happened and my delivery charge was refunded straight away. The warped carcass panels were collected by the company which delivered the new package. About three days later I had a text from IKEA that my refund was ready if I rang for it. The phone was answered on the third ring and the price of the new wardrobe refunded.
I would like to add that the assistants at customer returns said I could apply for a refund of the cost of erecting the original wardrobe, but I did not do so as my son does this work and it was not necessary to apply. I am very pleased with my treatment.
We ordered from Ikea online on Labor Day 2013. Paid by credit card and was given estimate for arrival by Sept 11. When we heard nothing about delivery by the 10th, we called and they said our order was "rejected by the system." Not our credit card, just a random rejection. They said we should have received an email (we did not) informing us to call them. They said there was no way for them to know we never received the email since it is automatically generated.
We had to redo the order and were now told delivery by Sept 18 and that if we wanted to try to get it earlier that it was our job to call and "bug" (their exact word!) the contracted local shipper once my order arrives in the area. I called local shippers who told me there was no way my order would come by 18th and would have to wait until the 28th! Was told my order would be in between 8 and 1 so I cleared my schedule.
Day before, they called to confirm and I was told 8 to 1 "didn't work out" and that it would be between 2 and 6. Was told I'd be given a half hour advance notice. Driver called at 1:20 and said "five minutes away". I told them I was on an errand and he said "take your time, we have one down street from you and will do it first." They showed up almost 2 hours later.
PORTLAND, OREGON -- We purchased several appliances on sale at the PDX IKEA. One of those appliances was a gas range. We made it clear that we required a natural gas to LP Gas conversion kit. The Staff indicated the parts would be furnished, but were not immediately available. This was not problematic since construction on our kitchen was still pending.
A few weeks later we followed up when we were ready to install the stove. Still no parts. Ultimately we received e-mails from IKEA's liaison with Whirlpool that parts would be shipped on or about September 3rd. Subsequently, we received an e-mail indicating the parts were no longer available--at all, and "they're really sorry for the inconvenience." Of course now we are stuck with a $2,000 stove that looks great but cannot function.
After several calls to customer service, asking to be put in touch with someone who can assist in solving problems, and for a Herculean effort to solve this issue, I've learned there is no escalation of a consumer matter beyond the poor serfs manning the telephone... when IKEA answers the phone. Of course for trying to work with them, one is punished for calling with long recorded diatribes attempting to sell additional products. This company has no ethics; no morals, scruples or an understanding of how to treat customers. They deserve to go bankrupt.