IKEA Canada

Paid for merchandise on Nov 30
Delivery set for Dec 2. Time given between 9am 5pm (8 hour window) with an advance phone call.
NOT delivered.
Did the on-line reporting/feedback.
Called the Customer Service phone number after 5PM. Long wait, many holds. Then the CS person's response was "please call back tomorrow".
E-mailed IKEA Store (Coquitlam, BC) Manager - no reply from him or on his behalf by 12:50PM next day afternoon.
IKEA Canada support@sales e-mailed in response to the on-line feedback, providing a file/reference number to call the CS #.

ISSUES ARE:
1) IKEA takes customers money in full for future delivery and further delays on delivery. That means IKEA is willfully abusing a retail customer to support its cash-flow.

2) It is NOT a customer service to say, call back tomorrow. The customer wasted 30min of his time only to hear call back tomorrow - IKEA caused me lose my time value for money.

Hi, I purchased a *** Pull up storage bed (Article # ***) on August 6, 2018 at the Etobicoke store (#256) in Toronto. I paid for home delivery, in which the bed arrived on August 7, 2018. While assembling the bed, I noticed there may have been a defective part, I contacted IKEA customer service and they suggested I go in store to exchange the parts. When I arrived, and spoke to the representative, they didn't have anymore of those parts. I contacted customer service again and had them send me new parts. When the new parts arrived, I unassembled the part of the bed where the new parts needed to go and unfortunately one of the prefabricated bolts came out with the part. I contacted customer service and they said they would send the new part. There may have been a miscommunication, but they did not send the correct part. Once again I contacted customer service and informed the representative of what happened and he said because it was a prefabricated part, they were unable to send me the part, an exchange would have to be done and a rep from the Etobicoke store would be in contact with me. When the rep called from the Etobicoke store, we set up a date and time for the exchange to be done. The exchange was to be done on November 1, 2018 between 1PM and 5PM. By 4:50PM, the truck never showed up to do the exchange. I contacted customer service to find out an update on the delivery/exchange and she explained the delivery got blocked in their system for whatever reason, and we would have to set up a new date and time. The new date and time was November 4, 2018 between 5PM and 9PM. Knowing from my previous experience, I contacted customer service at 7:48PM to find out an update on my delivery, the girl said she needed to transfer me to after sales and to stay on the line. An hour and 28 minutes later and I was still on hold. I contacted the same number again on a different phone, pressed the same prompt numbers and had an automated system tell me all IKEAs in my area are presently closed to call back during opening hours.

I would really appreciate it, if someone can contact me from IKEA, to resolve this issue

On October 26, I placed an delivery order with IKEA at the Richmond BC location, for purchase of furnitures with amounts exceeding $3500. The delivery time was set to be done from 9am -1pm on October 27, which was on a weekend that I can arrange to receive the delivery. An automated call was sent out at 9:03 AM to confirm the delivery. However, at approx. 2 PM, no contact was made regarding the status of the delivery, as the delivery still have not arrived. A phonecall was received from *** shortly afterward, with very vague explanation that delivery cannot be done and no other information was provided. Another call was made to IKEA at approx 4:00 PM to inquire about the situation but no definite answer was provided, and that I would be receiving a callback within next 24 hrs. I specifically arranged the delivery to be done on a weekend to prevent conflict of schedule, now the whole matter has put me in a situation where I must take days off, which incurs potential financial loss due to nature of my employment, in order to receive the delivery on a weekday because I will not be able to receive delivery starting Oct. 29.
IKEA delivery order number: XXXXXXXXX
Date: Oct 27, 2018
Location: XXXXX Mountain View Dr, Surrey BC.

I purchased a wardrobe unit on or about early September 2018, and paid for delivery and installation for this unit. I have visited Ikea store about 6 times so far for the unit. To date the wardrobe is still not usable. My bedroom door was remove and never reinstalled, my curtains was removed and not reinstalled, one of the wardrobe door is missing, the unit was installed to close to the wall causing the door and draws not to open. The glass door was damaged by of the person who came to look at the unit he tried to force the door open.
The person who attended my home to do the door install recommendation that I remove my curtains and cut off my window ledges so the door will open.
I spent between 2 and 3 hours trying to get through to customer service, when I get through that person will then put you through after sales department where you hold for another 2 hours. When you visit the store you have to wait a couple of hours with the customer service personnel to even get into your file because this is an aftermarket issue. I believe that IKEA does not care about what happen after you do your purchase.
My bedroom is in a state of disarray, because I have to move my cloths to have this unit installed.
I need something done to correct this problem without further delay.
Looking forward to have this problem resolved.

I am also looking for compensation for the disruption of my quiet enjoyment as they see fit to resolve this customer service issue.

***

Cc : Ikea customer service

On the 23/9/2018 I purchased a sofa-bed from ikea North York. I paid for delivery and assembly. The delivery was scheduled for October 2 5-9 pm and the assembly for October 3. The delivery did not arrive. I called the same evening to make sure they know of the problem and reschedule. It took me two days and 4 representatives to receive an answer. On Thursday noon I received a call that they can do the delivery the same day, October 4th 5-9 pm, and the assembly the day after, Friday 5/10/2018 9am to 1 pm. The delivery arrived. On Friday waited for assembly for 4 hours- they did not show. I called again, talked to 2 representatives, and the assembly was rescheduled for Sunday 7/10/2018 1-5 pm. Again, waiting for 4 hours and no one called or arrived. I called again to costumer service. After two more representatives we rescheduled for today, Tuesday 9/10/2018 5-9pm. Again, no one called and no one arrived.
To sum- your services did not arrive 4 times, I repeat- 4 times! once the delivery and three times the assembly. In 3 of those times I had to leave work eaely or arrive late. My sofa is still in boxes. I had to sleep on my couch for the last week.

deliver and install IKEA furnishings, including *** wardrobes. The items were to be installed Sept. 18/18. No one came to install the items. I went to the IKEA store and made arrangements for another installation date - Oct 3. It takes a full day or more to install all the items I purchased from IKEA. IKEA send the work order to *** stipulating installation between 9 AM and 5 PM but *** do not appear to read the work order as they do not allot nearly enough hours and people to complete the work.

IKEA also make errors as they do not include all the information. We were to have electrical installed in the *** wardrobes and *** were not informed of this fact. When *** does find out they do not adequately inform their service personnel.

It is now Oct. 6/18. I was assured by IKEA that the work orders had been issued, they they had physically discussed the issue with *** and that service personnel would be at my home at 9:00 am on Oct 6. No one arrived. After 2 hrs on the phone with IKEA I was told that two teams of service personnel would be there by 1:00 PM. At 3:00 PM no one had arrived so I again called IKEA. While on hold with IKEA a service personnel called and tells me he is about a half hour away.

I feel that I have a right to be annoyed with IKEA and the lack of sufficient time *** allots their personnel. The service person decided that he did not want to come when I was annoyed with IKEA so he just didn't show up. When I called him back to see if he was coming I was put on hold until I ended up with a dial tone.

I am decidedly disappointed in the communications within IKEA and with their communications with *** I am equally disappointed with the ability of *** staff to read an IKEA work order, determine the amount of time needed, and send the appropriate number of personnel for the appropriate amount of time.
Product_Or_Service: 7 IKEA *** Wardrobe units
Account_Number: IKEA #XXXXXXXXX

Purchased an *** chair cover as stand alone as store was out of the chair itself. Returned on numerous occasions to get chair and item was continuously out of stock. Went to store with cover to return/ resolve. Sales person sold me a chair that did not fit cover when I got home and assembled. Ikea do not accept returns on opened furniture so was forced to purchase another cover to fit this second chair. So I did.
I returned again to resume the persuit of the out of stock chair only to be told that it has been discontinued and there is no recourse. Hold times for customer service are over an hour each time you follow up and customer service teps do not have direct dial or email and no escalation process beyony "sorry"

For my recent order of several items totalled over $1,700, I had two issues: a defective product and an item to return. These issues are not the problem by themselves, as they both got resolved eventually. However, the journey to resolution was painful, ***, and totally unacceptable. *** Once the sales is closed, Ikea Canada will treat you like ***.

For my recent purchase, I had to call Ikea more than 4 times for two issues. Each time, they put me on hold for 45 minutes to an hour at a minimum. The actual conversation with their after-sales department lasted about 5 minutes or less each, but the wait took about an hour, whether I called them in the morning, in the afternoon or at night, on weekends or during the week.

Ikea claimed that the long wait is a result of their busy season, but the long wait is a recurring problem for the last 3 months, since early July. Ikea claimed that they need more research to justify any improvement when I brought the long wait issue to their attention. In reality, their research seems to help them determine how many of their customers would give up their after-sales requests because of the long wait. Ikea absolutely has no desire to shorten the wait time by redeploying their resources. It appears to be a *** tactic to support their marketing tricks without wanting to honour their advantised after-sales policies.

In my recent experience, I basically had to pay for the reaolution with more than 4 hours of my time waiting on the phone and listening their repeated marketing propaganda. This is not the way any company should treat their paying customers. Ikea is taking their customers for granted.

I requested Ikea to pick up 6 dressers for recall purposes. The file number XXXXXXXX was set up in Ikea Coquitlam. Ikea sent a Truck (***) and picked up all six dressers on 2018-09-12. The detail of the dressers are as follows: 3 drawers white *** XXXXX XXXX 3 drawers black *** XXXXX XXXX 3 drawers balck *** XXXXX XXXX 6 drawers *** XXXXX XXXX 6 drawers *** XXXXX XXXXX 6 pine malm XXXXX XXXX. All six dressers were picked up by two *** staffs on Sep 12 around 5:30PM. I asked for a receipt from *** staff. None was given. The staffs told me there is no receipts. I asked is there any record to be signed. The staff told me there is none to sign. Few weeks later, I only received a refund of $612.64 for three dressers. IKEA later called and asked whether I return 3 dressers or 6 dressers. I confirmed I've returned six in total. I was told by Ikea representative that Ikea will investigate the missing three dressers, but will send me the gift card for the reminding 3 missing dresser anyway. I called Ikea 5 times between September 21 and September 27. I was put on hold for more than 8 hours in total for the first two calls. On the third, I was told the second gift card is in process and will be mailed out shortly. On the fourth call, I was notified the same; a 2nd gift card will be sent out. I was told gift card will be sent out on Tuesday September 25, 2018. I called today on September 27, Ikea representative told me a gift card will not be sent out until they could locate the missing dressers. I asked why I was given different answer. The representative directed me to wait for the investigation is completed. I asked Ikea representative how to file a complaint. Ikea representative told me that I could file a complaint against *** directly.

no delivery no pickup no refund
I was given a date for delivery, ikea never showed up. After xalling them and demandinf an explanation- they refused to help, REFUSED to refund me, and before they hung up the phone on me they offered an embarrassing $75 gift card, just not to deal with the matter at hand. They did not try to even remotely rectify this, instead told me to lug around heavy heavy boxes if I wanted to fix THEIR mistake. No regard for time or money ***.

I ordered a loft bed and mattress for my daughters 9th birthday. I specifically arranged delivery to happen today September 13, 2018. I paid $100 for this delivery to ensure it arrived on the said date. In the meantime I arranged a sale for my childs' current bed (tomorrow) arranged a friend to drive ONE hour tomorrow to come and help me set up the bed and they took the day off of work! I get a call 2 days ago confirming delivery will be today SEPT 13 between 1pm to 5pm. I arranged for someone to pick my kids up from school, I cancelled an appointment and I sat home for 4 hours. I then get a call at 520pm from someone from Ikea telling me I declined the order??? I said pardon me?!? I didnt' even shower this afternoon as I did not want to miss this important delivery! They said they will get it dispatched and will arrive by 9pm tonight. Well the bed never came. I called customer service as I am obviously distraught beyond measure having my daughters birthday ruined, and my friend waste a day off (how do I explain this one!) and the fact that I PAID and picked a specific date for a reason! I waited over 55 mins on hold and finally got in touch with a rep who said there is nothing they can do and they cannot find a manager to deal with this issue as I was and still a demanding my delivery fee be reimbursed! All of this is just sickening when I think of how disappointed my child will be ALL because a lazy delivery driver who didnt want to come to Port Moody ***! Unacceptable business practises.

Order furniture including 2 chair covers.
And paid for the furniture in full at the store, awaiting delivery for September 10, 2018

later received a call from IKEA coquitlam that the 2 covers are not in stock. and that they won't be delivered with the other furniture. Instead they will be in stock the next day September 11, 2018. And I will receive a call and it will be delivered shortly.

Now it is September 13, 2018, still no call received whatsoever. Called numerous times to reach ikea. One rep mentioned that the 2 chair covers have been removed from the order. He even acknowledges I have paid for them.
Product_Or_Service: *** cover
Order_Number: XXXXXXXXX
Account_Number:

On August 23, 2018 I made a large purchase at ikea in Vaughan, Ontario. I scheduled delivery and everything came as requested. Once I started assembling items I noticed a big hole in one of the chairs (item number 302.886.28 price $38.00) and then when assembling a cabinet (item number 302.886.28 price $129.00) it crumbled beneath my hands. I realized the quality of the items I had purchased was not sufficient. I boxed back up the cabinet I was assembling and put aside two other cabinets from the same series (item number 904.098.72 price $199.00 x2 = 398.00). I called the customer assistance line to arrange for a pick up as I had paid $99 for delivery because I cannot lift the items and was told in store they would pick up and refund me if I needed to return anything. I waited on hold for TWO HOURS AND 17 MINUTES and eventually arranged a pick up for September 4 from 1-5pm. They would replace the chair with the hole in it and pick up and refund the items I don't want (3 cabinets, total including tax $595.51). I took the day off work, losing a day of pay but had no choice because I could not carry the items back to the store, and waited. Nobody showed up. I called the 1-800 number again and waited on hold for an hour while messaging @ikeacasupport on ***. They responded on *** and told me the request had not been put into the store's pick up system correctly and they would re-arrange for a pick up. They made arrangements at the "earliest possible date" of September 14 between 9am and 1pm. I asked about compensation considering the events so far and needing another unpaid day from work. I was assured once the pickup was completed and items returned to the store they would address that. Well September 14 9am-1pm came and went and there was no contact. I messaged the same *** handle again and no response. It has now been over three weeks with items that are damaged and items I don't want awaiting refund (almost $600 worth of money they owe me back) and I have taken two days off work to wait for them and nothing has been done. There's been no response to calls or direct messages on ***. Please help me because I've never experienced treatment like this from a company. MY ORDER NUMBER IS XXXXXXXXX AND MY CUSTOMER SERVICE FILE NUMBER IS S-XXXXXXXX.

I purchased a sofa w/ chaise on aug 31/18. The sales rep contacted the whareshouse by phone to make sure all items including covers were in stock. I made my purchase, scheduled and paid for delivery and installation. I get a voice mail later that night letting me know that the chaise cover was no longer in stock and they would deliver it free of charge when it was available. They sold my item after I paid for it. I called numerous times. Accumulated hold times of 3 hours. I spoke to their customer service dept., customer resolution I believe and the rep promptly sent me a 50.00 gift card for the aggravation and also informed me that the items would be in stock the following wed which would have been sept 5/18. The next day the sofa and chaise arrives, I receive 14/15 packages as they said. My installation was scheduled for sept 2 /18. After waiting till my window passed I called the company which handles that, *** they informed me that ikea sent them my order very late the night before and my installation wasn't dispatched. I called ikea on sept 5/18. I was told my item wasn't in and that I could go to the store for a refund for the installation. Still no chaise cover, I called again on the Saturday after checking online and found my item was on stock at the location I made the purchase from. I spoke to customer service. I was told that I can't have my item that I paid for, that was in stock. I demanded to speak to customer resolutions. After holding I did speak to a gentleman who assured me that my item would be delivered the following Saturday. He said all other delivery times were not available when I asked for a sooner date. I asked him for a confirmation that my deliver was in fact scheduled as he said it was. I was hoping for a number. He said he had my email on file which they do and he would send it to my email. A week later no email. I am calling now so far hold time is 45 min. This is ridiculous service! After an hour and half I finally got to speak to someone. I will not be getting my delivery tommorow as it was cancelled by their computer system and now I have to wait till possibly the 28th of sept.

My customer service file number is XXXXXXXX. On July 28, 2018 I purchased 4 IKEA appliances. The appliance with which I have an issue is a *** Refrigerator Article Number ***. The cost of the fridge was $1449. Delivery of the appliances was scheduled for August 19 between 1 and 5.
On August 19 all four appliances arrived at my home. The oven, microwave and dishwasher were delivered with no issue. The delivery men determined that getting the fridge up the stairs would require 3 delivery persons. I spoke on the phone to IKEA customer service and the delivery of the fridge was rescheduled to August 23 between 1 and 5.
On August 23 I waited for the delivery and when it hadn't arrived by 5 I called IKEA. The first customer service agent said he would look into and call me back. He did not return my phone call. The second IKEA customer service agent didn't know what had happened but gave me the number for ***. The first person I talked to at *** said they would look into it and call me back. No one called me back. The second time I called the woman I spoke to said that when they had loaded the truck at 8 in the morning they couldn't find my fridge. No one called me to let me know this so I waited all day. I called back IKEA and they didn't know what happened and requested that I go to the store. I drove for over an hour to IKEA Vaughan and rescheduled the fridge delivery for August 27 from 9-1.
On August 27 at 9, I called *** to make sure they were coming and they told me that my order was not in their system. I called IKEA customer service and spent over 2 hours being on hold and transferred from department to department. Eventually I spoke to *** from the resolution department at head office in Montreal. He assured me that it had been sorted out and would be delivered that day (August 27), between 5 and 9. The fridge was not delivered.
On August 28, I drove back to IKEA Vaughan to have my money refunded so that I could go and purchase a refrigerator elsewhere.
On the evening of August 28 I emailed IKEA customer service to outline my complaints and request a phone call from IKEA to discuss my complaint and compensation for the poor customer service.
I received an reply email on Friday August 31 letting me know that someone from the after sales department would be contacting me shortly.
On Friday September 7 I received a phone call from IKEA's after sales department. The call came while I was at work and was unable to answer the phone.
I called back once the workday was done and was told that I would have to wait on hold for between 1 and 3 hours to reach the after sales department. They indicated that there was no way that I could request a call back from them. I did not have 1-3 hours available at that time so I chose to hang up and call back when I had 1 to 3 hours available to wait.
On September 10, I called IKEA at 5:20 PM I asked the customer service agent to transfer me to the after sales department. He said it would be a 25-30 minute wait.
I have now been on hold for 3.5 hours with no response

I asking for a $450.87 refund, because they send me wrong item, since Aug. 8, 2018, I contact the store many times, every time they keep me on hold for more than 1 hour, and every time they give me different reasons my ref.# XXXXXXXX

These are the two emails I sent to Ikea after failing to reach their customer service. I generally don't have a cell phone but had access to a VOIP # that weekend.

The Ikea store I was dealing with is Coquitlam, BC. I don't think they deserve my money especially after they failed to deliver on their promise of same day delivery. I don't want to deal Ikea ever again. At this point, I just want my money back.

On Sep 3, 2018, at 10:44 AM, *** wrote:

***

To understand what's going on, read the email below.

It's Monday morning and I'm waking up to further disappoints from your delivery guy....

The guy came after midnight. Took picture of the front of my building and texted, Now you must call Ikea and reschedule, I was here for 15mins and left. First of all the *** didn't call me, second he has some nerve to mock me when he's scheduled hours were 5-9pm and he shows up more than 3hrs late, third when he called me at 9:36pm he had so much background noise of music/people I was certain he wasn't driving or delivering but I wanted to give him a chance and forth it's after midnight does he really think I'm going to wake my kids and neighbors for a delivery of 8 huge items. I live in a condo building.

By the way your customer service number drops each time I press zero. It's been doing that since yesterday.

I'm not paying you a single dime, not for a delivery that never happened, I ain't paying jack. Cancel my order and return ALL my money NOW!!!!

Order#: XXXXXXXXX

Date: 02SEP18

Home Address,
XXX-XXXXX XXA Avenue
Surrey, BC ***

Regards,

***
***@icloud.com
XXX-XXXXX Fraser Hwy
Surrey, BC ***

On Sep 2, 2018, at 11:14 PM, *** wrote:

NO OTHER FEEDBACK CHANNEL, Ikea tel# is a dead end.

I can't believe I wasted my weekend, planning on what to buy, traveling to Ikea only be searched by one of your employees and to get screwed at delivery. Same day delivery never happened. I've been stuck at home 5-9pm. Driver called at 9:36pm, said he'd be here at 10:30pm...he never showed up, he called but was nowhere in site.

What a hustle, please have IKEA cancel my order! THANK YOU!

Order#: XXXXXXXXX

Date: 02SEP18

Home Address,
XXX-XXXXX XXA Avenue
Surrey, BC ***

Regards,

***
***@icloud.com
XXX-XXXXX Fraser Hwy
Surrey, BC

Ordered 3 items. IKEA failed to deliver 3 times without any notification. Every time I called them I was on hold for average 1,5 hours. I've been in total over 12 hours on hold. Was promised a refund, but was never received.

After 4rth delivery attempt got 1 out of 3 items. Trying to get my money back for other 2 - called 8AM Saturday after 1.5 hours on hold call dropped.

Delivery scheduled on Sept 4, confirmation email recieve at 10:04 indicating items has been shipped. Delivery window 11 AM - 3 PM. On 12:30 another email recieved said order was not delivered. Called IKEA, sugested another delivery like it was nothing happen. Transfer me to after sale department with ridiculous wait time and got cut off everytime after about an hour waiting.

I can't waste time with a company like this. Items and delivery is paid in full. I did my part, delivery is IKEA responsibility and they screw it up!

Took a day off for this reason, waiting at home for 4 hours time window. I can't and won't waste time and money for this unresponsible company!

Purchased items at IKEA and scheduled assembly services. Issue occurred when assemblers said they could not install *** cabinets in bedroom because of concern of drywall and lack of being able to secure to studs. When I called *** they said we would need to install plywood and then they would send assemblers again to install these units. When me and my dad said we would do it and if the group there would install the *** units they still said no.

As the shelves that were delivered were not accurate I went to the IKEA store. While there I spoke to *** as I said either we find out what needed to be done re application of drywall as I didn't want to do this and then be told by assemblers it isn't to their standards or I would like to receive a partial refund for the fact that the assembly wasn't completed as the *** units were not completed.*** tried contacting *** and said she did speak to someone but they advised waiting until Monday Aug. 27 to speak to their manager.At this time *** took down my phone number and said she would follow up with me on Monday and reschedule via phone as needed so I wouldn't need to come back to the store. It is now Wednesday Aug. 29 and nobody has contacted me. I have called IKEA and I retold my situation I was transferred to after sales. I have currently been waiting on hold for over hour and a half. Every once and while it just rerings and then I listen to advertisements.