WEST CHESTER, OHIO -- I went to IKEA to get my daughter a new "big girl bed". We decided to get the pink Mammut bed after looking at it on the website. This item is not available for purchase online so we made a day trip to the nearest IKEA store (which was 2 hours away). Looking at the product online, the description implies that the bed frame is included, and in the online price it is included, but "packaged separately".
We drove the 2 hours to the store and picked out the bed and mattress, and a few other things for her room. We spent nearly 2 hours in the store, trying to make sure we had EVERYTHING because a return trip was not an option due to not having a store close by. At checkout, I specifically asked the IKEA employee if the bed slats were in one of the boxes for the bed. There were 2 boxes on the shelf where the bed was stored. I got both and was assured by the IKEA employee that the slats were in the second box.
When we got home and assembled the bed, the slats were nowhere to be found. I then called the customer service line and was told that the slats were packaged in a THIRD box and were an additional $9.99. Since the employee failed to mention this to me when I specifically asked her, I did not get the third box and subsequently was not charged the $9.99 for the bed slats. IKEA then REFUSED to send me the slats, because they were not on my receipt (due to the store and employee "misinformation").
I also was told that I could NOT order them because they were not available for purchase online or through home shopping. The ONLY way to get the slats was to drive the 2 hours back to the store or to call one of only 3 stores that would allow phone orders. I was given the number to the Pittsburgh store's home shopping line but when I called this number only got a recording asking me to leave a message with my name, number, and reason for my call.
So now I am left with a bed that is unusable, my daughter is sleeping on a mattress in the floor because we cannot put it on the bed without the slats. I am out over $200 for the bed which we can't use and mattress which only fits IKEA beds. So now my only choice is to either drive 4 hours round trip and spend $50 on gas to pick up a $10 item or wait however long it takes to get through their "home shopping line" and then pay to have the slats shipped to me all because their employees are either idiots or liars.
WEST CHESTER, OKLAHOMA -- We ordered a bedroom furniture set including a bed, dresser, night stand and armoire. The delivery and installation team arrived outside of the delivery window reserved. The delivery team also forgot to load the mattress for the bed at the warehouse, so they needed to return to the warehouse to retrieve it and then return to our building. This caused us to have to re-reserve the freight elevator.
While assembling our dresser, the delivery team tightened down one of the screws too tight, causing a crack on the top panel of the dresser. The delivery team explained that we could either reject the piece and they would dismantle it and return it to the warehouse, which would require a claim process, or we could negotiate a discount with Ikea. We needed a dresser and could live with the crack, so we decided to pursue a discount.
Three weeks and several phone calls later, Ikea has informed us that they do not offer discounts. We asked why then the delivery team told us that we could pursue a discount? They responded by telling us that some stores do offer discounts on furniture damaged during assembly, but this particular location does not. We asked why these delivery people told us that since they clearly work for this particular store, and they could not provide an answer. They just kept telling us that we should have declined the piece. Essentially the delivery personnel blatantly lied about the discount policy in order to avoid having to disassemble and return the piece.
Also, the armoire was discovered to be damaged upon opening the box. We did decline this piece and it was never assembled. However we still had to include this in our claim (including the damaged dresser) and it has taken weeks and multiple phone calls to get credited for this piece, even though we declined to accept it. Last but not least, the assembly charges were never prorated, even though one piece was declined and didn't require assembly and a second piece was damaged during assembly. Ikea refused to refund any of the assembly fees. In addition, Ikea customer service has been rude and uncooperative.
PLYMOUTH MEETING, PENNSYLVANIA -- We went to IKEA, first had some dinner with the kids, found out to my horror that they are now using plastic plates, plastic utensils and paper cups so much for looking out for the planet. The young girl at the cash register looked really worn-out and she informed me she had been there since 8:30 this morning it was now 8pm at night, I thought IKEA would be a little more caring about the employees as it is a Swedish company where 12 hour work days are almost criminal. We bought 2 bedside cabinets/ tables $99.00 each.
The next day still having a good weekend until my dear husband puts the cabinets together and after 3 hours sees that the finish on both is spotty, so he takes them apart again and I bring them back to IKEA (not my husband, he is a little grumpy so say the least) not an "I'm sorry" or anything just your credit card and driving license and do I want to get new ones? I ask if they are going to be damaged or ok as I already have put enough time into this. They reply with nothing just a blank look, so I say I will just return it then but I have to produce my husband's credit card as he paid for it the night before they state they won't credit back mine, even with the receipt & id.
Do you really have to stick to your company rules when somebody is having such a bad experience with your product, I can't check the item when I buy it. I have to trust you IKEA (so poor factory in china I have read now) that they make it correct, yet when I feel screwed because your product is crap and you don't know if the next box will be good or bad I have to hear the company policies, do they really don't want my husband here right now with his visa as they have already ruined his day with the crap they sell.
IKEA listen up... when you treat your customers with no respect and enforce the same rules regardless of the situation as a way to save money you will damage your name slowly. But when you push the bottom line so hard by selling cheap product that are far below your own set standards you will lose your name fast!!! I have enjoyed shopping at IKEA for years but this was like a K-mart experience.
DALLAS, TEXAS -- We bought a sultan hanestad twin mattress in 2011, and let me just say this, you'd better attach your receipt to the mattress or your 25 years of warranty is worth nothing. Our son's mattress is less than 5 years old and has a nasty bump, because it seems one of the coils is out of its pocket and pushes up. I contacted customer service multiple times, but since I do not have the original receipt nor do I have a credit card statement from 2011, ikea did not want to cooperate at all. Well, who else sells "sultan hanestad" mattresses? Ikea, du sugar!
BROOKLYN, NEW YORK -- I purchased the Mandal Bed about two months ago and am very happy with it. It is only a $350.00 bed, but the main parts of the bed are made of birch and the particle board parts are strong enough to support the bed. The four storage drawers are as large as a the full sized bed and can hold a lot of clothes. I would not put anything heavy in the drawers - the bottom part of the drawer does not seem strong enough to hold anything heavy.
I have purchased IKEA products over the years and are happy with them considering their low prices. This is one of their higher quality pieces of furniture since it is made with birch and is very stable. It also looks great for the price if you like a modern contemporary look. It took some time together, but it was my first piece of furniture that I personally put together by myself and I would do it again. I hope to see more furniture coming out of Ikea that is a bit higher quality than most of their furniture.
Knowing IKEA's low prices were that way for a reason, I was expecting my bed to have problems maybe after a year or two from buying it. I'm an expert at putting IKEA furniture together by now. My friend and I assembled the Hemnes queen bed perfectly as per instructions. The headboard and footboard already came assembled, FYI. As we moved the bed into place, the headboard practically disassembled itself. We quickly noticed that the headboard wasn't even held together with real metal screws; just the wood ones. I couldn't believe the designers thought that would hold.
There is a part to the bed where you attach little metal rods that stretch from the middle of each sideboard to the footboard and headboard. The IKEA manual for the bed does a pretty good job at communicating that these rods are to keep the bed square. So we made a special point to make sure the rods were at the correct position. All said and done, the front piece of the rods bent completely when 135 pound me sat on the bed.
The bed bows out regardless and the platform bed slats (purchased separately) keep falling through the frame. I either have to figure out if they will refund me the bed, or at least exchange it, or if I had to add bracing brackets to the headboard and screw in the slats. This is a pain. I would rather have settled for a metal frame with a boxspring. At least I know it's safe.
SUNRISE, FLORIDA -- Went into the store to purchase a queen bed and mattress. The salesman wrote it all up in the computer and I went to the cashier and paid. When the bed was delivered the mattress was only a twin, not a queen. I then had to pay the full price for the queen mattress and it was delivered. They now tell me that it would be next week before they can process the refund. That will be at least 18 days from the date I purchased the item. I cannot believe it takes that long to get the twin mattress back in the store and issue a refund.
PITTSBURGH, PENNSYLVANIA -- I had purchased a loft from IKEA and when I set it up at home, the bed was too close to the ceiling. I tried to take it apart but the wooden boards on the bottom of the bed are nailed in both sides to the bed frame so that there is support for the mattress. However, instead of having me use nails that come out easily, I have these little white, plastic pegs that I had to hammer into the bed because there was no other way to get them in.
There is no way to pull them out without damaging the wood and IKEA won't return the bed if it's damaged. I tried using the back of a hammer but it was hard to get it underneath the leg and when I pulled it scratched the wood! I have till mid-December to return it undamaged and in its package but I cannot get it apart without scraping the wood!
HOUSTON, TEXAS -- We went down and bought 3 sets of these bunk beds, got home took the kids' other beds down and started putting the new beds up. Got the 1st 2 beds up and started on number 3. It was missing parts so we could not complete the beds. We let the kids sleep on the mattress on the floor for the night. Called the IKEA store in Houston and talked to customer service she was no help at all. Had her get me a manager, so she got on the phone and was somewhat a SMART ASS about the issue with the missing parts. I will not ever buy from IKEA again and would not refer anyone I know to that store. Thank GOD we have the receipt so I can take the beds back and shop at some other store.
BROOKLYN, NEW YORK -- The post-traumatic stress was not worth the low prices. Recently moving to Manhattan from the West Coast, I needed to furnish my apartment, and was thrilled to learn about the free water taxi on the weekend to IKEA Brooklyn. Not having been to IKEA in years, I didn't realize my joy would stop there. I roamed through the store writing down the silly Swedish furniture I wanted to purchase. When I asked a sales associate how I get the big ticket items, he told me that they would print me out a paper and I was to give that to the cashier.
With this information, I filled up a cart with smaller items, breezed through the Self-Service section thinking that was for people who wanted their furniture today, and cruised to the checkout line. When I gave the women my print-outs from the sofa and bedding section, she looked at me like I was crazy. She told me I needed to load these items onto a cart and physically push them through the checkout line, and then proceed to Home Delivery. That is when I looked at her like she was crazy. This woman expected me, a small 22 year, plus one female friend to lift a queen mattress, a queen MDF bed platform AND a sofa? Yup, as confirmed by another employee, she did.
SO, I pay for my items in the cart, leave them stranded with my friend, and go back to the Self Service section, and TRIED to recruit an IKEA team member to help me. I found one, and they radioed on what obviously must have been a toy radio because it did not work to another employee to help me. I was instructed to wait in the aisle, and they would come immediately come to assist me pull the huge furniture on to the small cart. Well, IKEA's socialist politics must obviously transcend boundaries because at Ikea we are all equal. Nobody came to help me. Nobody. I was so pathetic trying to pull the mattress that New Yorkers took pity on me.
After having help getting the mattress and bed platform on the cart, I pushed the cart (I must have run over a couple of children in the process because the lack of visibility pushing this thing was absurd) to the checkout line, and left it with my friend to push through the line as I got the sofa on a second cart.
I tried the "customer service" method again, which did not work, again, to get the sofa. I waited for more kind hearted civilians to help me, but this time I was out of luck. Then, magically, MAGICALLY, I just happened to see the exact sofa I wanted on a cart and completely abandoned in an aisle. Out of desperation I took the cart. I apologize to whomever's cart/sofa I stole. It was wrong. I'm sure the sofa will be a giant form of bad karma sitting in my living room. At this point, I thought my luck was going to change. No.
I return to my friend in line with my bed and the cart is broken stuck in the middle of the checkout line. Nobody is helping. People are obviously annoyed that this is blocking two checkout lines. The woman at the register is telling my friend that she needs to get the bed off the cart and get another cart, and THEN push it through the line. Seriously. This is when I threw a fit. After a number of f-bombs and other words I shouldn't have said in front of small children, one female employee came to help us push the bed (Thank you whoever you are.).
Eventually, we made it through the checkout line and to the Home Delivery department, where we were promised I could ship everything (including the small items I bought the first time through the line) for the 99 dollars. When I asked the man here to ship my dishes, glasses and coffee press, he came back with a box and said, "Here." Bubble wrap? Nope. Packing peanuts? Nope. Just put it in the box and cross your fingers that it makes it home in one piece. Needless to say, I ended up lugging my 20 dollar dishes and cheap glasses on the water taxi. After all the sweat equity I put into that, they are now my fine China and crystal stemware.
Fast forward a week later: The eve of my delivery. I was supposed to receive a phone call the day before to confirm a delivery time, which I did not. I call IKEA's contracted shippers, and they don't have my record in the computer. They transfer me to their warehouse. Nothing. They transfer me back to the movers. Nothing. They'll call me later. They do, and the woman prefaces the conversation with, "Well, there are two problems." Problem 1: The weather. It is supposed to snow the next day around 2:00 (true), and this is problematic for delivery. I can see that. Problem 2: We can't find your order in the warehouse (AKA the real problem).
She further says even if they do find the order tonight there is no way in hell they could get it on a truck tonight. She assures me that they could definitely get me the order the day after POST the six inches of snow that is supposed to fall. Yeah right. I freak out... badly. Throughout the majority of my freak-out the woman is adamant that there is no way I will get my order. After complaining, and complaining, and complaining, the lady finally says she'll see what she can do. She calls me 15 minutes later, and MAGIC, she found the order and it's on a truck and it'll be there in the morning.
Moral of the story (if anyone is still reading this rant), no IKEA. No Saab. No H&M. No Swedish meatballs. Nothing. Just don't do it. It's not worth the pain and suffering no matter how low the prices are or how clever the storage solutions are.