IKEA - Flippant Customer Service
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.