IKEA Canada

IKEA'S SERIOUS SYSTEM PROBLEMS BEHIND THE SCENES:

8/5/2018 Ikea Burlington received payment by visa for a bed and related items for an empty apartment all of which was to be delivered in Ottawa 8/26/2018.

However, the clerk I spoke to 8/5/2018 forgot to charge tax. Therefore, on 8/11/2018 Ikea's system automatically cancelled the order. There was no notification of cancellation. The tracking system showed delivery at the scheduled time right through to the delivery day 8/26/2018. The payment was disconnected from my order; later a manager had to look for it. No credit had been issued as of 8/26/2018. After 4 hours of waiting Ikea said: wait through the next delivery time, it will just be later today. 8 hours later it had not come.

CUSTOMER SERVICE WHEN THERE IS A PROBLEM:

Recourse is the "Resolution Department." Staff member A. took a very long time to begin to understand presented facts and was not familiar with many of Ikea's procedures and frequently consulted her supervisor. Following initial refusal I threatened reviews if I did not connect with a manager. After a 1 hour call I was finally given the opportunity to email the department manager E. my visa statement proving payment and the invoice. His final offer: delivery of the much-needed bed 8 days from 8/27/2018 and tax would be waived. The professional response would have been a special delivery booking. E. admitted that the only way such a tax mistake made by an Ikea employee would come to Ikea's attention was when an expected delivery did not take place. Unbelievable. In my case I was also charged and not credited (and delivery was indicated in tracking). Note that the Resolution Department gave very poor service. I would describe it as having particularly poor communication skills. The regular telephone staff were more sophisticated. My decision: visa credit as a bed was desperately needed due to new work commitments in Ottawa. Ikea would not offer more than a very late delivery and tax waived. The confirming email said that the 'delivery fees' would be refunded. E's email did not include the amount of the refund or the fact that it was the order which would be refunded.

SUMMARY:

Something has gone very wrong at Ikea, both in its systems and in its hiring and/or staff training and experience. This is very sad indeed. Any company that cares about its mistakes would have made a different offer given at least 3 critical mistakes and a telephone runaround for 2 days. My suggestion to customers is to do any buying in a store and never trust delivery commitments or the delivery tracking system. And be sure to put aside several hours to deal with the "Resolution Department."

On July 13 I made a large purchase for $1,740.20 from the IKEA Etobicoke location with address 1475 The Queensway, Etobicoke, phone X-XXX-XXX-XXXX. the purchase was processed in the store and delivery was arranged for Saturday July 21.
Later on during thr week I called to change the delivery date to Sunday July 22.
The delivery company (I was told it's a third-party company and not IKEA) arrived at the wrong time despite of my call. The truck was unmarked, the delivery personnel was not wearing any identification or company uniforms. The name of the delivery company was not written on any paperwork and when I asked I was told it was ***. I will be filing a separate complaint for them.
The delivery crew could not back the truck into the loading dock and they damaged the aluminum siding while attempting to do so. I am now responsible to cover these damages.
Then they took no care unloading the boxes from the truck and simply placed them in no particular order on a small cart, without backing the truck in the dock at all. I had to tell them to stop haphazardly throwing boxes on top of each other and be more careful. The crew would not even acknowledge me. To avoid any further damage I carried a lot of the boxes myself.
At the end of this whole fiasco the crew left absolutely no paperwork. When I asked if we were going to count the boxes the answer was: " There is no need." There was no inventory taken on what was delivered to me and no checklist or bill of material. I signed a simple sheet saying the delivery was made to me on that date and hour however there was no detailed list of what actually was delivered attached to this sheet. Also the crew did not leave a copy for me.
I was left not knowing if I had all my pieces delivered.
On the next day I called to report the damage and was also encouraged to check the boxes myself. (???).
When I did an inventory check I discovered pieces were missing. On top of it all I discovered a box belonging to someone else had been delivered to me.
I called the delivery company and they told me the pieces were not in their warehouse and I had to contact IKEA. I did that and provided an exact account of what pieces I was missing. After speaking with IKEA they opened a customer case for me and told me they will trace the furniture but it might take some time. I also reported the extra box giving them the person's name and order number as it was written on the box.
This was the last time I managed to speak to someone from IKEA about my order. I have been calling to follow up only to be placed on hold repeatedly for long periods of time. I also submitted an online inquiry through their online form but I have received no answer.
I am deeply disappointed by the lack of response. I needed the furniture to be installed by end of July as I have visitors coming over soon. I had to cancel the installation service.

ORDER DETAILS:
Order #: XXXXXXXXX
Customer Case Number: XXXXXXXX
Payment Amount: $1,740.20
Payment method: VIZA
Model numbers of all missing items below:
Art. # Item Name Item Quantity Ordered Item Quantity Delivered Status Price before HST
XXXXXXXX *** NNN Bookcs 40x28x2 1 0 missing $50.00
XXXXXXXX *** crn hdwr galvanized 2pk 1 0 missing $5.00
XXXXXXXX *** conn hrdwr 12pk 1 0 missing $5.00
XXXXXXXX *** shlf 56x16 white 3 0 missing $15.00
XXXXXXXX *** n susp rl 60 silver color 4 0 missing $20.00
XXXXXXXX *** soft cls/push-opn hnge 2pk 6 0 missing $60.00
XXXXXXXX *** N drwr rnnrs sft-clsng 2pk 4 0 missing $40.00
XXXXXXXX *** gls shlf 56x16 3 0 missing $15.00
XXXXXXXX *** LED Cab Lghting N 6 1 large box - unknown how many items in box Unclear

Have never received $3k order of furniture as the driver (Ikea delivery driver!) misteriously disappeared with our goods, they would not refund the money for the order which we have never received until they get to complete investigation of their own driver!! That goes on for 3 weeks now. They *** continuously, initially about delivery issues, subsequently promising a refund that they have "initialized" but that failed to materialize.*** Remember once you paid for it - they have your money and they dont give it back even if they literally defraud you.

Order number XXXXXXXXX. Made June 19, 2018. June 27 emailed a tracking number. This package was delivered Aug 3. Partial delivery as, unbeknownst to me, there were 3 tracking numbers. On approximately July 20, I contacted Ikea and was told to expect delivery in 'a few days'. This did not occur. Called yesterday and, after describing the above, was transferred to another department. I waited approximately 1.25 hours and had to hang up to do my job. I phoned again this morning and was informed of the other 2 tracking numbers. I tracked these with *** one was unscanned for >2wks. Ikea has to initiate investigation. Spent an hour on hold and had to work. I am a physician, I can't sit on hold for hours. Now I just want my money back and....I'm on hold again, hour and a half so far. Unacceptable customer service. Don't know how to resolve this.

We purchased a couch and chair from Ikea Halifax and when delivered and opened, one part of the couch was found to be severely damaged. After over 2.5 hours on the phone with Ikea, we had to argue with them about how to make things right. They felt that lugging the piece upstairs and out to the car (which we specifically paid for delivery to avoid because of my mobility disability), driving all of the distance to the dartmouth store and exchanging the item and then delivering it back to ourselves was worthy of less than 40% refund of the delivery charge (Why would we be expected to pay for delivery when we had to end up delivering it to ourselves?). We eventually ended up agreeing that they would not charge us for delivery (I don't understand how that wasn't the least they could do in the first place...). It was promised to be reversed on our card in 5-7 business days, it's now been 16 business days and still no refund.

I ordered a new desk from Ikea on July 20,2018. I accidentally ordered a smaller version of the desk without realizing at first. I immediately called Ikea support to fix the issue, I was told unfortunately they could not do anything due to they had already shipped the items to *** upon calling *** they had never received any items with my tracking number and that ikea still had the items. I then called Ikea again asking why was a I *** to about the shipping, I was then put on hold for 35 minutes waiting for a supervisor were she told that they cant do anything and just kept repeating that over and over again when I was trying to ask any question.

Order number: XXXXXXXXX
Goods Summary:
1 x *** (003.072.98)
1 x *** (303.079.18)
1x *** (002.996.94)
1x *** (459.320.80)
1x *** (203.079.09)

I bought a bed and a mattress on June 29, 2018. It was schedule to deliver on July 05, 2018. Somebody from the delivery company have called me saying the driver was sick and could not delivery on July 05, 2018. It was rescheduled for yesterday July 08, 2018 between 9am to 1pm. Nobody showed up!!! no calls! no emails! It is a lack of respect with me. I have paid for the delivery. I have called IKEA more than 5 times. I spent more than 59 minutes over the phone trying to create a case number for my situation. No success! I need respect and need to be informed. Somebody said I should receive a call since yesterday (July 08, 2018) and nothing yet. I just want to know when you guys are going to deliver my bed and mattress that is already PAID!! I really don't understand, you are the large store and there is no communication?! I am the customer here, I should have more respect and consideration with the clients. Can somebody contact me and let me know PLEASE! IT IS A PRIORITY!

June 20, 2018, we purchased some furniture in IKEA. All furniture was delivered and assembled except a sofa (***; the IKEA order # XXXXXXXXX). It was also delivered as scheduled as 3 big boxes (#XXXXXXXX, XXXXXXXX, and XXXXXXXX; the item in the last box has been broken). During 10 days, IKEA rescheduled delivery of a new set to replace the broken one and to assemble. Three times the delivery and assembly company came to our apartment to assemble, but they didn't bring a replacement for the broken sofa. Every time they come, they took a picture of the broken part, called IKEA, IKEA called us, rescheduled a new delivery and assembly as well as they promised to deliver a new sofa next time. Every scheduled day (June 21, 26, 28, and 30), we had to be home between 9:00 AM to 5:00 PM and wait until they come over to deliver and assemble the sofa. The third party, the *** company (the order # XXXXXXXX), who had to deliver and assemble the IKEA furniture, came on the prior scheduled days without any furniture - IKEA scheduled assembly, but didn't supply them with a new sofa to deliver and assemble. Today was the 4th time. Today, nobody appeared at all. I don't understand what kind of service IKEA has. I couldn't imagine anything like this. Big disappointment! In addition, when I talked on the phone with their operator at about 5 PM and asked to redirect me to their manager, they denied my request by saying "no managers are in the store at this time". I don't believe that no managers during work hours in the store. The next day to deliver and assemble the sofa was scheduled on July 3, next Tuesday. They promised again to deliver it next time. I have doubts.

While other companies try there best to ship item as fast as possible Ikea seems to be going in the opposite direction Normally shipping from Ontario to Halifax takes 3 to 4 days *** from Canada *** etc The last 2 times I ordered from them They did not ship for 7-9 days Then 3 or 4 more days for delivery I think this is not a good practice Go Figure! I will not shop Ikea again

My husband and I purchased products from IKEA in excess of 4 K. When we first went to IKEA to place our order, the customer service representative told us that "IKEA does not have room dividers in stock so we can't put in on the purchase list" We were then told that we could come back on Thursday to add it to our purchases that we wanted delivered to our home. We paid for the items we had already selected
and went home. We went back later to add the room divider and still other items on our list, and then we were told that it is not possible to do one delivery charge because we are placing the order on two different days. After much *** IKEA finally said we would get the second delivery too without charge.

On the day of delivery only ONE delivery truck arrived with all our items. So first of all we were *** that the goods would be from two different locations and that therefore it cannot be put on the same delivery order.

When the truck arrived, the driver of the truck did not know how to park up on our driveway properly. Since it is a detached home the eavestroughs were in danger of being hit with each attampt. We tried to explain to the delivery crew that it is a waste of time to try and get too close to the garage anyway since the fridge has to be taken in through the back door. All the other items could be relatively easily carried to the garage.

Finally they quickly unpacked the stuff. As it was unloading I indicated to one of them that the mattress looks off because I had expected it to be different. I was assured everything is ok.

They did not come prepared for the delivery because all they brought with them was a shopping cart in order to remove a fridge from their truck and take it into the home. I had to borrow the dolly from the neighbour. FInally they brought it to the back door and when they could not figure out how to get it inside the door, they left it there indicating it is not there business to put it in the proper location. My boarder who arrived minutes after they left, was able to open the second door latch and remove the screen within 5 minutes.

My husband *** cannot move any items. This fridge was left obstucting our exit from our home.

We then had to ask a handyman to come over immediately to help us with the fridge. As he was helping us he also removed the exterior packaging of the fridge so we could put it into the proper location inside the home. When he removed the packaging, he noted that there are dents on the fridge on it right side and on its backside. My husband took pictures of this.

At this point in time since getting it inside from the back door the handyman had already worked on getting it downstairs so we were not in a mind frame to ask IKEA to take it back since it would be too much *** to get another one. We do however want a few hundred dollars discount due to its condition.

However this is not the end of our problems. The following day we asked another handyman to come over to help with the assembly of the furniture peices. We removed our old sofa to the garage which is currently being used for sleeping by our boarder. The idea was that the boarder would be sleeping on his new IKEA bed today. When we assembled the furniture though, and got to the mattress, as we turned it around we saw the label on it that says "*** Queen 60 X 79 1/2" which is the wrong mattress for the *** article no 290.115.12.

Our car is not big enough to take it back and get the other one that we need, never mind the fact that in either case we cannot do it today.

Subsequent to the filing of this complaint with Revdex.com I will be calling IKEA to ask them what they intend to do with this mattress error. IN the meantime however, I also have to figure out on what will my boarder be sleeping tonight.

We ordered a couch, brown colour, black colour was delivered. We contacted ikea to find out why black, they told us that brown colour discontinued so we returned it back on 2nd day
We have asked for refund, they told us once the product is returned to warehouse we will get our money back within 5-7 business days
It's been 4 weeks and they are telling us next week me t week
We want our money back

. Do not use their delivery service, it is a nightmare and comes with a load of problems which take weeks to resolve.

I phoned Ikea specifically to see if they would be able to deliver to my area and I was reassured they do. I placed my online order, bookshelves, desks, cabinets, totally roughly $1500 and $100 delivery charge. I was so thrilled and waited with anticipation for our things to arrive so we could begin to unpack our books and get ready to work in our new home office. My order went through without any problems, until the shipping company called and told me they don't deliver here without an extra fee and Ikea would have to cover that cost. I later received a phone call from Ikea and was told that they shouldn't have allowed the online order and that they were sorry that they weren't aware of their shipping company's limitations. They told me that they would be willing to share the extra delivery fees, an additional $279! I told them to refund all my money including shipping. We have recieved orders from ***, ***, ***, *** and even our big refrigeration units for our business without extra costs. How can a company the size of Ikea allow orders online to place they don't deliver and try to hit you up after with extra fees? In addition; how can Ikea not know their shipping companies policies, limitations, etc.?

I have bought a fair amount of IKEA furniture and products over the years because I like the modern designs. However, I'm furious about two of the products I bought. Both my *** sofa and *** armchair peeled. Nothing else was wrong with them. The cushioning was still good, legs straight and so forth. But the upholstery just peeled apart. All over the place. Arms, front, cushions... This problem started to occur a few months after their "45 days" limit. I had to get rid of the sofa two years ago. Now the chair is done. Neither lasted 5 years. I thought IKEA used rigorous product testing?

My husband and I have written to Ikea locally and nationally (IKEA Canada) about the life expectancy of Ikea furniture. Both times, we received the exact same word for word boiler plate response which did not address the issue at hand. RESPONSIBILITY.

Everywhere on its website, Ikea touts environmental "RESPONSIBILiTY BEYOND HOME FURNISHING. This is greenwashing - pure and simple.

We don't want a new sofa or a new chair. We want Ikea to do the right thing. To stand my their green mantra. I will even haul this peeling old chair to a store. But I want THEM to take responsibility for recycling it.

This is a review for an online order from ikea.ca. In short, it has been the most disappointing online shopping experience I have ever had. We live in Vancouver and forgot to buy the door hinges for a wardrobe (because of course they are sold seperately from the actual doors; who needs hinges when buying a door right?). We ordered the hinges and were given an ETA of two weeks. We followed up and added another item to the order and they said it would be delivered together with the first item. They shipped the items from California (of course, why wouldn't they when there is an Ikea shop about 35 min from our house). They shipped it with regular *** that does not have a pick up location anywhere in Vancouver. And when the package was being delivered *** refused to give us a call to enter the building (there is no other way of entering into the complex). They also refused to change the delivery address to my office where someone is always at reception to receive packages and left the package in their depot in Delta (about 1.5 hours south of Vancouver). All change requests had to be done through IKEA, they said. So around 8 to 10 calls later to IKEA and ***, they managed to deliver one of the items about 3 weeks after we ordered it and the second package about two weeks after that. Moral of the story: DO NOT ORDER ONLINE FROM IKEA IN VANCOUVER

I had been a huge IKEA fan for years until recently.
The closest IKEA from my house is 6-8 hours away. I wanted to order something but they were charging 175$ for shipping at the time. Knowing this amount, some family members of mine decided to make a trip to the closest location.

At the store, my mother called me and let me speak to the employee about what I wanted to buy. I explained I wanted the *** unit in white. She asked numerous times to make sure she got the correct white (as there is a glossy white and a regular white). The staff then proceeded to get the item and bring it to the cash to check out.

Fast forward to when I get the unit, it is BRIGHT YELLOW! I called IKEA right away and they told me there was absolutely nothing they could do for me. They said the only way they'd replace it is if we made another trip out to Ottawa to return it. Which was absurd considering we would have to pay for gas and a hotel room again. They said the shipping price for my location was too high and they refused to help unless I drove there. They said the most they could do for me was extend the period of time I could return it for.

This being said, we tried everything we could to make the unit white afterwards with no luck and just frustration. I ended up being a unit at another company and am no longer an IKEA customer because of this. We wasted our time and money there.

Placed an order to be delivered on Sept 26 between 9 am and 9 pm. Arranged for a day off work for this delivery. Mid afternoon on the 26th Ikea called to say the delivery company did this area on Thursday. I made arrangements for Thursday. I waited until 645 pm then called Ikea customer service. After about 30 minutes on hold they arranged to call me back once they spoke to delivery company. Apparently the items were not sent. I have spent the better part of 2 days waiting for deliveries that were not coming.