IKEA Pennsylvania LP

Review: On 5/26/13 the IKEA (Pittsburgh Robinson Store) truck driver damaged property (crushed 3 trash cans) when delivering furniture to me. The furniture purchase and delivery fell under IKEA C&C Full Service Order ([redacted] dated 5/25/2013) and IKEA Service Order ([redacted] dated 5/25/2013) respectively for furniture ($778 plus tax) and delivery ($59 plus tax). When I called IKEA at [redacted] Customer Service they refused to do anything and referred me to their contractor, [redacted] at ###-###-####.I spoke to [redacted] at [redacted] at ###-###-####. He told me that he would take care of it and asked me to send pictures of the crushed trash cans. I sent the pictures. He never responded. I called [redacted] again and spoke to [redacted] at ###-###-####. She promised to take care of it but she did not. In later calls she told me to contact [redacted] subcontractor, [redacted] with [redacted] at ###-###-#### or ###-###-####.I called [redacted] repeatedly and he agreed to send a check for $65 to me on 6/10/13. As of June 25th, I have received nothing despite repeated calls to IKEA, [redacted], and [redacted] and the individuals above. Your resolution of this matter would be greatly appreciated. If you need additional documentation, please call.Desired Settlement: Check for $65 as promised for crushed cans.

Business

Response:

Thanks for the Feedback. I will ensure that [redacted] responds back to you with a ETA on the agreed amount of $65.00.

Thanks,

Review: May 2014 our Whirlpool made Ikea microwave stopped working. We were at year 3 of a 5 year warranty. I spoke with Ikeas warranty office and sent them the receipt and information they requested. They determined the product to be under warranty and that they would repair or replace the unit. Ikea was going to locate parts and send a service person to repair.June 23, 2014 - Still havent located parts and had to call to get answers.August 18, 2014 - Had to call again about parts. Will be notified within 5 business days if parts are available.September 2014 - No parts are available so they will refund the unit. I requested to have a new unit delivered instead of a refund check. Ikea was checking with Whirlpools product review board. No replacement unit was available and I was advised by this review board that the only option I had was to buy a replacement and wait for the refund check. This is what I did. I then received a call that they found a replacement unit and would send that instead. This was after they already told me the check was being sent. I called 7 times and left voicemail messages for [redacted] in this department who was the employee that left the message about the replacement. She never returned my call.October 21, 2014 - I decided to call Ikeas warranty office again to try and resolve. They in turn left a message for [redacted].October 28, 2014 - Finally receive a voice mail from [redacted] that the refund check was sent and I would receive in 14 days.November 18, 2014 - still no check, left another message for [redacted] and had to call Ikeas warranty office again. They promised to return the call. No call.November 25, 2014 - Left another message for [redacted] and called Ikeas warranty office again. This time they needed all the information again including original receipt to process this refund again. This time I was told 2-4 weeks. I dont believe I will ever see this refund check for a $700.00 microwave.Desired Settlement: I would like people to know how horrible this process has been and be cautious about shopping at Ikea and Whirlpool. I would like to have this check refunded to me that was promised over 6 months ago.

Business

Response:

IKEA was unaware that this issue existed, we have contacted Whirlpool and they have received all require documentation. Mr. [redacted] should receive his check within the next 2 to 4 weeks. He is also being sent a $50 Debit Card from Whirlpool for the delay.

Review: I purchased the full pick, delivery and assembly service for my IKEA purchase on Friday 3/28/2014. According to the contract, I had to accept the first available delivery and was told that was Saturday 3/29/2014. I accepted and received a delivery window of 2:00-6:00 pm. At 2:32 pm on 3/29/2014 I received a call from the company that IKEA contracts with for delivery and assembly and was told that there were problems with the truck and all deliveries needed to be re-scheduled for Monday, 3/31/2014. I accepted the re-schedule and was given a delivery window of 2-6 over the phone, but then later received a text message saying 4-8 pm. Keep in mind that there were about 5-7 hours of assembly that needed to happen. On Monday, 3/31/2014 two delivery and assembly professionals showed up at 6:30 pm and delivered all of my items and put together 4-items. At 10:45 pm they still had four pieces of furniture left to assemble and I requested that they stop work and return the next day. But, unfortunately, they couldn't return and said that I would receive a call from IKEA to schedule additional assembly time. I did not receive a call today 4/1/2014 so I called the national customer service number, which is the number on my receipt, and waited one hour and 20-minutes to speak with a customer service representative who re-scheduled the additional assembly for Friday, April 4th. Since there are at least 3-additional hours of assembly required, I asked that the professionals come no later than 4:30 pm so that everything would be done by 7:30 pm. I live in an apartment building and have young children and simply can't be having things hammered and drilled that late into the night. The customer service representative from IKEA said that there was no way to choose a time window. Bad service, work not done according to contract, customer service resolution not acceptable.Desired Settlement: I would like a refund for delivery and assembly services as they did not happen according to contract due completely to service provider's inability to actually provide the services promised. I would like to have the additional assembly services provided within reasonable accommodation of my schedule. I paid IKEA $387 for these services (ORDER#[redacted] and have had my personal schedule and ability to work and provide care for my children and family disrupted for over 4-days.

Business

Response:

Customer will be contacted and a resolution will be made for a partial reinbursement.

Please send future complaints to [redacted] as I recently took on a new role.

Thanks,

Review: I placed an order with IKEA for $3200 worth of cabinetry and delivery. The delivery was set for 9am-1pm on a specific day. When the delivery arrived, it began to rain. The delivery company, contracted through IKEA, refused to deliver. They stated that they had no tarps, blankets, and could not hand my product off of the truck, that they would have to set it in standing water. They left, but not until they backed their truck into my power, phone, and cable line.I arranged for all 3 lines to be repaired, and contacted IKEA with my disappointment with the non-delivery. Patricia at IKEA told me that I could be refunded for the delivery, but not until AFTER the delivery was made. She then contacted the delivery company and had them call me to re-schedule delivery for later that day. I lost the 2nd half of the day at work, and had to pay my help that had traveled for the afternoon from an hour away. The delivery was made, by handing the product off of the truck (see above), and the delivery company hit my power, phone and electric lines yet a 2nd time. I contacted IKEA for the refund and was told by after sales that the problem was the delivery companies and I could file with Revdex.com if I felt I needed to. When reminded that I had contracted through IKEA, they agreed to look into the matter.I received a return call today. I answered to hear the salesperson telling an associate "I'm basically telling her to go pound salt." Once she realized I was on the line, Denise informed me that my work time loss,and money lost for hired help were immaterial to her. I was told to produce bills for the utility companies, which they were well aware is part of a service program and is free, so that they could be submitted to the insurance company. The service, follow through, after care, and ethics of this company are extremely disappointing to me. I have been disconnected by their company 4 times while trying to resolve this matter. Desired Settlement: Reimbursement of the $129 delivery fee.

Review: We were going to buy a floor lamp from IKEA but they were all out of the bulbs. The sales clerk said that we could get the bulbs at Home Depot or Lowes, so we went ahead and bought the lamp. We went to our local Home Depot and they don't carry the bulbs. We had bought the lamp for my sons college dorm room in North Carolina, so on our way down to North Carolina we found a Lowe's and stopped. They also do not carry the required bulbs. When I returned home to Pennsylvania I got on the IKEA website to order the bulbs and have them shipped to my son but even though the bulbs are on the IKEA site it states they are not available to be ordered online. They show that the bulbs cost 9.99, so I went online and tried to find the bulbs on other sites but I would have to pay around $25 for one bulb and the lamp requires 3 bulbs plus we were going to buy 3 extra for when they burn out. I sent an email to IKEA on 8/20/13 and again on 8/25/13 but have not yet received a response back. I am very frustrated because I feel like the sales clerk lied to us just to make a sale. I would pack the lamp up and return it but as I said the lamp is with my son in North Carolina, as well as, even if we had it here the closest store to us is the one in Pittsburgh which is 1 1/2 hours away. Any help we could get would be appreciated.Desired Settlement: We would like to be able to buy 6 of the E17 7 watt required bulbs at IKEA's advertised price.

Business

Response:

Will have my Home Shopping department contact customer, take payment and ship.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9685493, and find that this resolution is satisfactory to me.

Review: We visited the Pittsburgh IKEA in early September. We purchased an entire kitchen totaling over $4,000 for daughter, [redacted], ( order [redacted]). All items were in stock at the store except the countertop. We paid for entire order that day, taking all items except countertop. We were assured delivery was no problem. The countertop was damaged enroute to that store, so we were told a new one would be delivered to us on or around Oct 31, 2014. We have made over a dozen calls to store, being put on hold for up to 45 minutes each time. Next we were told the carriers IKEA chooses do not deliver to Belmont, NY. We were urged to make another 10 hour round trip to store to pick up counter. We asked them to please use FEDEX or UPS, as they deliver here daily. We received 1 email on Nov 7 apologizing for inconvenience, but to date no resolution; no counter top or refund for the item. This company truly has the worst customer service considering the amount of money we spent. Two months is a ridiculous amount of time to be scrambling for help with this order.Desired Settlement: We still hope to have the counter top delivered to us, as the store is 5 hours away. If this cannot be facilitated quickly, a refund for that item is appropriate so that we may buy a counter top at another store.

Business

Response:

At IKEA we strive for 100% customer satisfaction but unfortunately mistakes happen and errors occur. When this happens we resolve the issue as quickly as possible for our customers. In this case the customer’s order arrived at the store on 11/7/14 and has been scheduled for a Fedex Delivery. Customer should have complete order by 11/19/14. Customer has been notified and will be emailed all tracking information once it is available.

Review: I purchased all my kitchen cabinets and appliances with Ikeas in Pittsburgh on September 10,2010. Appliances came with a 5 year warranty. I submitted a request for service on my refrigerator over 3 weeks ago now. A few days after that the oven would not light on the stove so I called and requested service for that as well. I was told that I would hear back from them within 24-48 hours because they were trying to find a company that would service these appliances. After a few additional calls to them I was told that they would call me as soon as they had someone but as I said, three weeks have now passed. I called Ikea customer service a week ago today to complain directly to them. They opened up a customer service case number [redacted] and said I would hear back from someone from Ikea with 24-48 hours. That has never happened. All I want are my appliances repaired. I have been very patient but feel I have no choice at this time but to try to get help through the Revdex.com. Please help.Desired Settlement: I just want my appliances serviced and repaired.

Business

Response:

Tell us why here...IKEA has contacted Whirlpool and they have contacted the customer advising him that they do not have service techs in his area and offered him to hire one and submit a bill to them for reimbursement. Customer agreed to this solution and is having his appliances repaired. Any further problems and we would be more than happy to resolve.Thank you!

Review: The IKEA kitchen department is completely irresponsible and incompetent in managing the service and installation process involving their quartz countertops. A couple days after my countertop template by the installer, I called to inquire about the installation date. According to IKEA's terms and conditions, this is guaranteed within 10 days. The installer did not have the materials and could not tell me when they would arrive. I left a message with IKEA about the issue and waited a few more days. No one ever returned my call. I finally got in touch with the kitchen dept after leaving several messages and continuously calling. They said my order was incorrectly marked as a "change order" and had not been released for production. Not once during the prior 10 days had anyone ever called to inform me. The order was finally released, but no one could give me a delivery date. Once again, I had to keep calling and leaving messages to get a response. Finally, I received a delivery date for the materials - at 15 days now. The materials arrived 5 days after the promised date. The countertops were finally installed and the high bar dimensions were wrong - by 10 inches. No one at the installer or IKEA had bothered to check the template before submitting the order to production. IKEA said they would resolve the issue and provide compensation, but it has been another 10 days, several phone calls, and I still don't have any answers. I am beyond frustrated and stressed out by this entire ordeal. The customer service is terrible. I will not be shopping at IKEA again.Desired Settlement: Refund for 50% of the purchase price of the countertops and a replacement for the high bar piece at the correct dimensions. Also, an apology from IKEA for their lack of response throughout this entire ordeal.

Business

Response:

IKEA Pittsburgh has been working with this customer over the last 2 months to resolve her situation. The problem was created when the customer requested a 12" overhang on her kitchen island. Due to the fact that proper support was not provided for the countertop the fabricator was unable to provide the overhang due to safety issues. A new template was drawn up and the customer signed off on it. IKEA was never notified by [redacted] that there was a change so therefore we did not notify the customer of any changes.

Once the customer notified us that the countertop was not what she was expecting we began to work with her and [redacted] to determine where the problem was and what we could do to fix it. At this point we are working on replacing the countertop per the customers request, with an overhang but we need to determine the proper support that would be needed. As soon as we have an answer on this we will advise customer what needs to be done to provide the correct support and order the new countertop for installation.

We have been in constant contact with the customer and the countertop provider to resolve this situation and the problem will be fixed or the customer will be compensated.

Thank you;

Customer Relations Manager