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.
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.
UNITED STATES -- Have you noticed that there is no section or counter in any IKEA store that claims to be "guests' services" or the "courtesy counter" or "Customer Service"? There is not a single sign or direction anywhere in the store that directs anyone to such a location to have their questions answered, just small towers with an "i" icon at the top placed at various locations throughout the maze. You might be lucky to find a coworker within a few hundred feet of each of those "i" towers.
If you do find someone, hopefully you will get a well rehearsed quote from the Yellow Shirt People that customer service is throughout the store. They claim that all coworkers are trained to answer your questions (and solve your problems) at the point of contact. I find this difficult to digest but have been surprised with how much the coworkers know about their immediate areas. I found that any coworker was able to assist me and if there were honest issues that IKEA was at fault for, those issues were corrected. They have simple solutions for just about every situation.
However, the issues that I have learned from are "Contempt of concept". Some of us just don't fit into the IKEA customer profile and the rest of us just do not find the concept an easy way to shop. Maybe we're stubborn or spoiled. Maybe we think that because we are spending our money we should have service on a silver platter. Unfortunately, IKEA does not sell silver. That does not stop one from wanting to vent to the manager about something he has no control of or to threaten to call "Corporate" when we don't get what we want.
There is no real reason to ask for corporate or for the manager. Don't even bother. You can ask for a manager five times during one trip to the store and get five different managers with five different approaches to you as a customer. There is no one true manager that can be found. If there is a general manager, they must be traveling the world or be securely guarded inside their ivory tower somewhere. I know of no one who has heard from the offices in Sweden. I'd like to meet someone who actually has spoken to a "regional or district manager". Those don't exist. IKEA is not that type of retail.
It is not North American retail where anyone with a complaint used to be able to get in touch with the manager's manager, etc. Anyway, how would anyone get anything done if they have to sound complaints or comments every working hour? Your comment or concern is most likely nothing they never heard before. Of course, it feels good to get it off your chest. But understand that it is their concept. We choose to accept it when we enter their locations. Someone with a real problem or issue that needs to be solved needs to know were to go to get that issue solved.
At IKEA one just wonders around aimlessly looking for "Customer Service" or a coworker that looks like they can be interrupted. Some problems that need to be solved are found to be "User Error". You may have lost that screw. You should not have used a power driver to tighten that cam lock. You could have thrown the hardware away. You just might be an idiot for buying this stuff in the first place. You do get what you pay for and sometimes you deserve what you get. Not too many larger retail or big box stores are worried about you; there are plenty of other customers going through their check outs to make up for what you don't spend.
IKEA coworkers and managers are there to protect the company's policies which protect the profit, alienating a customer is not a loss to them. Their "Cult Like" following only replaces that lost customer two to one. If you ever get an audience with a supervisory figure, speak in a rational way. You might be surprised as to how far kind words go. Be careful, never pull the "I'm a good customer" or "I've spent $$$ here" because the only dollar that is important to them is the dollar that they are protecting at that moment. Playing the "I'm a Good Customer card" gets you a brick wall almost immediately, if not the brick upside your head.
Who cares how much money you spent? The issue is with this one item here and now. So what makes shopping at an IKEA successful? KNOW WHAT YOU'RE DOING! My first few trips to IKEA were so frustrating I am shocked that I continued to return. I could not figure out how to buy anything if I wanted too. You must do your homework before you go. Don't get half way through the store before you decide you have no clue how to shop there. Do NOT come into the "exit" if you have not been to the store before. You will only frustrate yourself and annoy every customer and coworker you interrupt trying to find your way upstream.
Do stop in the ENTRY lobby, study the shopping tools, and study the maps. Read the price tags. Walk the store the first time without picking up something. Get your bearings. Learn the shortcuts. Read the overhead directional signs and follow the arrows on the floor. Take a break and breathe. Sit on the furniture and get a visual of where you came from and where you want to go. You are inside of a walled in amusement park for shoppers and it is far too easy to get overwhelmed.
DON'T buy anything at all on your first visit! NEVER! Just get a catalog, pick up the little paper forms that describe the items in detail. Measure the displays, measure your boxes and by all means, MEASURE YOUR CAR, TRUNK or BACK SEAT if you are going to transport the items yourself. Do not expect any coworker anywhere in the store to know if a certain item will fit in your car. The store is IKEA not KIA, they don't know one type of car from another and are far too busy to worry about how you're going to get your crap home.
GO HOME, figure out where that new item is going to fit, measure your space and know that the item you are going to purchase will be what you want. Yeah, there is a "No Nonsense" return policy. But that is the store's description not the customers' translation. The return policy is straightforward. YOU MUST HAVE A VALID RECEIPT! Do not read between the lines or assume anything. Your merchandise can be returned if it is still in the original packaging as it was when purchased, not opened, never assembled, never built and then taken apart.
And what ever you do, never open bedding products for any reason if there is any doubt that you will be keeping it. DON'T even open bedding just to see if it will match your style. Oh, and there is no exchange vs. return. It is a return, period. You can not "exchange" your unwanted item unless it meets the actual return policy and you have your receipt. You must have a receipt for all transactions! There is no reason for IKEA to even have the word "Exchange" posted.
You are not allowed to go shop for the replacement item to bring it back to the return counter for exchange. Your return is done first and then you are sent off to go through the entire shopping process again, either with a refund or a new gift card. If you have "Fight Club" syndrome and you just can not live without shopping at IKEA; BRING HELP! Do NOT expect to enter the store, provide a list or point a finger to a yellow shirt and expect eager coworkers to gather your purchase up for you. Do not be the only adult in your group with a bunch of rowdy children.
Do NOT expect to push your baby stroller and your merchandise cart at the same time and do not expect someone else to push either one for you. Do NOT expect to have help loading the items in the self serve warehouse. Do NOT expect to get to the cash lanes and ask a cashier to go get an item for you or to have a sales person bring an item up to you. Do NOT expect to have help loading your vehicle. Now have fun. Drive to IKEA, park in a large parking lot, loose your car in that lot. Enter the store, get lost in that store, study your price tags, follow the map, and write down the name, price and location of your item.
Follow the direction tags on the bottom of your price tags. If it says to see a coworker, FIND A COWORKER. If says to continue to the warehouse then make your notes and move on. Locate the larger trolley carts in the warehouse, get your cart and head to your aisle. Load your item, check the number for the correct size and color then head to the cash counter. And heaven forbid the item be out of stock. You can not pre-pay, order or arrange to have the item held for you when it does come into stock. And when it does, you have to start your shopping trip all over again.
Now, have your entire product selection ready to check out and all of your questions answered by the time you get to the cash lanes. Once there, it's too late. The lines will be long and coworkers will be doing what they can to get everyone cashed out and on their way. Pay at self check out, and forget about bagging your merchandise. IKEA is "green" and will not provide disposable bags. You can buy reusable bags like at your grocery store. Truck your purchase out to the loading zone and load your car, drive home and build your new item. Be happy with the process. If you get home and find that you made a mistake, you have no one to blame.
Don't expect sympathy from the store because you picked up a red table but wanted a blue one. Don't even try to play the card "But that is what your coworker put on my cart". You're an adult, be responsible for your actions and cut your losses. You shopped from a SELF SERVE WAREHOUSE. Whatever help you got (if any) was just courtesy assistance. Don't expect the store to come to your home and exchange the items you don't want just because it is furniture. If you expect that service; buy your furniture from a high line, high quality, and high price service center... and pay for it.
No one made you make the choice you made. No one made you drive out of your way to get to the store. You made those choices so you have to live with them. No one made you promises. You can have fun at IKEA but you have to do your part. You're paying for soft pine, cardboard and plastic; expect to get what you pay for. But again, DOES IT REALLY MATTER?
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 pick up 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 their promise). Finally I assembled my futon frame and here comes the suspense, opened the mattress only to find out that I was misled 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 it's their fault that they gave me a wrong mattress and I already paid shipping for it so I want them to pick up 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 online. 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 misinformed 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 online. 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 supposed 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 their 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 pick up 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 their 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.
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.