IKEA Complaint - Terrible Customer Service
Consumer Relations Department,
As a frequent user of your company, I feel obligated to share with you my experience.
I purchased gift certificates and had not receive them a month after ordering them. As if that wasn't disturbing enough, it took me another month to find out that they were not sent. I had been in contact with 'customer service' agents at IKEA, but they would only take my information and tell me that my situation would be investigated. After many hours of frustration, and apparent IKEA apathy, I finally decided to start documenting my problem.
On Friday, March 30, 2001 I finally spoke to someone named Michael who told me he would investigate my complaint and actually called me back within 5 hours and told me that the order wasn't sent. He then offered to either refund my money or send the gift certificates.
After waiting for over three months, I told him that I thought his attempt to remedy the situation was substandard to my expectation of customer service at this point. He said that he understood and that his supervisor would call me on Monday, April 2, 2001 to attempt to correct the situation. I called back on Tuesday as I had not heard from anyone and asked to speak with Bridget Bureau - the call centre supervisor. I was told that she was called out of the office and no one called me back that entire week. So on Thursday, April 12, I called back and asked for her again. This time I was told she was speaking with another customer and she would call me back. Today is Monday, April 16, and I am still waiting.
To help keep me as a potential future customer, I would like the following:
I ordered the gift certificates on January 11, 2001. The cost of a $40.00 gift certificate with a rate of 19% interest over 3 months is $62.80. I do not think I am out of line in asking for a letter of appology and a gift certificate in the value of $60.00.
At the very least I would like a response from your company regarding this incident.