IKEA Complaint - USELESS! - Customer Service
STOUGHTON, MASSACHUSETTS -- On June 10th I placed a reservation for an out of stock sofa and was told I would receive a postcard notifying me when it became available, and that I would be able to arrange for delivery at that time. Nearly five weeks elapsed, near the end of which the item appeared on the website as available at my local store. No postcard notification ever appeared.
I phoned the store, spending HUGE amounts of time on hold listening to repetitive blather about how eager they are to serve me, and when I finally got a human being on the line she told me that A: there was no record of my reservation, so apparently the personable sales clerk Joseph was just playing a joke on me when he took my reservation, and if I hadn't checked online I could have waited til doomsday, and B: Get this, it's impossible to arrange for delivery of your reserved (you thought) item without *coming into the store* unless the item is paid for already. But Joseph the sales clerk refused payment on my first visit and told me "You're all set."
Pardon me, but the whole point of "delivery" as I understand it is that you DON'T have to come into the store. I live 30 miles away and I don't own a vehicle.
At this point I would just give up and shop somewhere else, except that at Joseph's suggestion I had already bought the cover for the sofa, which WAS in stock, at a cost of $177.00, and I can't return it now, as five weeks after the fact I no longer have the box, having naively trusted that the wiley Joseph actually knew what he was doing.
After another eternity on hold, this time to the Mother Ship's 800 number, which, by the way, offers a plethora of options, none of which apply to my question, forcing me into the netherworld of irrelevant prompts before I was disconnected and had to start all over again from the beginning, I got an explanation: Stores cannot process telephone sales, and if I want to order something from home I have to order it from the mother ship and pay a shipping cost starting at $149.00 for the smallest item! And they will be very happy to get that out to me first thing! Yuh, right.
Why wasn't my reservation processed in the first place? I have before me an official looking printout of my order, signed by Satan's tool, Joseph.
Why doesn't IKEA allow you to pay for an item at reservation time so that you don't have to come back to the flipping store? Do they think we all live across the flipping street?
Why don't staff INFORM the public of their insane policy that you have to present yourself at the store to arrange delivery?
Why are customers who are already ineptly served anyway forced to spend over two hours on hold to get any answers at all, all of them summed up by "Tough", and then treated like a nuisance for their trouble?
I like many of their products, but after I've persuaded a friend to drive me down there *again* to organize the damned sofa I'm now forced to buy---think they'll actually deliver it when they say?-- I wouldn't put myself through the experience of shopping there again. I'm a first time customer and I won't be back. If this is the standard for customer service in Sweden it goes a long way toward explaining why so many Swedes commit suicide.