IKEA Complaint - Complaint - misssing parts of a bed, serious delays regarding
LA SPEZIA, ITALY -- Dear Sir,
I am writing you to complain about the serious irregularities and intolerable treatment that I have been subjected to by your company which is located in Genoa, Italy. The reason for my addressing directly to you is due to the lack of competence that I was confronted with during the several interactions with your staff in Genoa, which have led me to assume that my only viable solution right now is to plead my case to you, the original company.
Assuredly, I am aware that IKEA as a MNC has many a problems that have to be dealt with every day and your national on-line client service was meant to facilitate the promptness with which certain sometimes avoidable, sometimes unavoidable inconsistencies occur. Unfortunately, my hope and confidence in the principles your firm is constantly promoting have faded away after my faultfinding has been repeatedly ignored by your Italian employees. I am also knowledgeable of the fact that as a MNC, you have to cope not only with the labor market you find in one country, but also with what appropriately deserves the name of labor culture. From this particular point of view, I find myself compelled to emphasize that for your company to maintain its high standards not only your products ( which are, by all means, of remarkable quality) need to be submitted to constant quality-control check ups, but also the services you offer to your customers.
Concretely, my situation is as following: I have purchased several products and services which amounted to 1600 Euro. My order no. 232-7316045-00 CP 1 dates from 24th of July 2006 and the arrival of my merchandise (transportation and assemblage included) was scheduled for the 31st week of the year, that is, 1-7 August 2006. After having seen that the deadline was surpassed, I started making phone calls to realize what might have caused this unfortunate situation. ( I have just moved in a new house with my two children and obviously I intended so that the arrival of my furniture - a kitchen and a bed coincide with my actual moving in.). Your employees from the Call Center have told me that I should be the one to contact the firm they have hired to do the transportation and the assembling of my products.
Although I believed this to be unacceptable, since it was not the transportation firm that I have given money to, but to IKEA Genoa itself, I nonetheless contacted Gondrand S.p.a. only to be treated disrespectfully and threatened to have my entire order annulled if I decided to contact any institution that deals with consumers’ rights and their protection. After this unfortunate event, I again contacted IKEA Genoa. The result: my merchandise arrived the 10th of August as following: the bed I purchased lacked the iron support for the mattresses although it was included in the price and the workers of the transportation firm have informed me that the assembling of my merchandise will take place on the 18th of August. Given the whole new twist of the situation I personally went to IKEA Genoa to speak to the manager of the store and settle this problem for it was no longer acceptable for I and my children to be tormented in such a manner.
The only thing that your store manager MANAGED to do was to hear me, consider my arguments to be correct and just and then tell me that THERE IS NOTHING THAT HE CAN DO TO CHANGE THE SITUATION AND THAT ONLY ON THE 18TH OF AUGUST WILL I BENEFIT OF THE REST OF THE SERVICES AND PRODUCTS THAT I HAVE PAID FOR!!!
I know that as far as Italy is concerned, the month of August is when half of this country goes on leave; I also know that on the 15th of August is Feragosto, an important Italian holiday. Nevertheless, I as a customer of your firm can neither accept or tolerate any longer such mistreatment.
Firstly, it is a question of private property rights. I have given you not only my money, but also my time and my health (I have been in a continuous and increasing state of stress and anxiety for more than two weeks now) in return for your products and your services and let me tell you that your manager telling me he is sorry does not compensate for the violation of the terms of my acquisition from your firm.
Secondly, it is a question of empathy. Surely, if one of your suppliers (lets say, fuel supplier) with which you have signed a written contract tells you all of a sudden that he cannot any longer comply with his obligations and that he is sorry and that in two-week time everything will go as planned, you would unmistakably file a formal complaint and try to regain by all means the loss you have suffered.
Last but not least, I, by purchasing your products, have not only bought furniture; I have also intended to acquire a certain standard of quality and a vision of efficiency and competence. Although your products remain still of remarkable quality, your image has disgracefully been blemished by the misconduct of your staff. Although I am but one customer of many and the sum I have invested small, I do hope that at least now I will be treated conformably to the principles you take so much pride in.
Marina Palmaciu, La Spezia, Italy