Ikea Complaint - Poor customer service and lengthy hold time on phone
RICHMOND, VIRGINIA -- It has been very difficult to contact Ikea to exchange an item that arrived damaged. The initial call placed to 800-434-IKEA took 40 minutes, most of which was spent on hold. A replacement for the damaged item also arrived damaged beyond use. I spent 25 minutes on hold in an attempt to determine how to return both items and didn't get any farther than someone who claimed to be taking calls for the After Sales Department. Although this representative promised someone would call me back to resolve the matter, no one did. I just spent an hour waiting on hold and ended up with a supervisor. He could not resolve the matter immediately and stated he would call me back with a confirmation number of some sort. He indicated that Ikea will not refund the cost of shipping for the items that arrived damaged. (This may be part of the terms of purchase. Will investigate.)
Note: UPS handled the shipping for both items. Both items arrived with significant damage to the interior and exterior packaging. Parts of the items I'd purchased were smashed and gouged as a result.