IKEA Twin Cities

I want to take this opportunity to apologize to the customer for receiving damaged product, we would be happy to expedite the process of getting an exchange of the product via FedEx as quickly as possible for the customerI have reached out to the customer and left a message to get the situation
resolved as soon as possibleCustomers situation is already in the process of being resolved under case number: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI got the businesses response and I am going to contact them directly as I was asked in their response to do so but I will keep Revdex.com updated with the outcome

We must respond to all responsesI will reiterate what actions are being taken to support a resolution for you: STI will be contacting you within 2-weeks to schedule a pick up time to retrieve your product, due to us not being able to use our local TSPThe SAMs case reference number is ***For the other compensation in regards to your flooring and child, Liberty Mutual will be reaching out to you, P***I do not have a designated time for when they will do soI will have the Safety and Security Manager reach out to them next week to check the status

Initial Business Response /* (1000, 5, 2016/02/29) */
Our resolutions department called *** and spoke with her about her concernsWe sent her $in meal coupons for her family of She agreed to this resolution

Dear *** ***: After looking into your situation my understanding is you should of received your installation of your countertop on Monday July 31, We do apologize for the delay you experienced getting this installedWe have also provided
your feedback to our installers to ensure more timely installation and communication going forwardIf there is anything else we can do for you please contact me directly at ###-###-#### Sincerely, Jenna ***Customer Service Manager IKEA Twin Cities

I’m trying my hardest to get in touch with IKEA. Every time I try to call, I’m told that there’s a high volume of callers, and instead of being put on a hold line or asking if I would like to be called back in the order my call was received, I’m continually hung up on. All the “contact us” options online are forms that only give you specific options, none of which discuss refunds.
I ordered a couch from IKEA which was set to be delivered on September 21st, 2018, which I took work off for. I received a confirmation call from the delivery company on the 20th saying my delivery was set between 9 and 1 on the 21st. My couch didn’t show. I called IKEA Twin Cities MN and was told that “this happens quite frequently” and that the couch was in stock when I ordered and selected the delivery date, but was purchased before my delivery date in store, so was currently out of stock for my delivery date. WHAT? I was then informed that there was no way for her to know when it was coming in stock to even RESCHEDULE the delivery date to potentially go through this again. I asked if I can just cancel. After getting a supervisor, they determined that they’d cancel my order (I can provide the confirmation number) and would be refunded my full amount including the $75 delivery fee and to expect that refund within 21 days. She even said that normally the refund happens before that, but she wanted to give it some extra time, just in case. Well it’s been over a month now and I’d like my money back.
This experience has been incredibly frustrating, and I don’t know what else to do to get my money back? But I don’t have the couch. I don’t want the couch. I just want my money.

Initial Business Response /* (1000, 5, 2015/08/25) */
IKEA has authorized NAVL to complete delivery to the customer as soon as possible. IKEA will not be passing along any additional charge incurred as a result of NAVL needing different resources to complete delivery. NAVL has contacted customer...

and will be in contact with the customer within the week to set-up an exact date and timeframe for delivery. If you have any questions regarding the resolution, please feel free to contact me at [redacted] ext. [redacted] Jenna After Sales Manager IKEA Twin Cities
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
NAVL delivered the shipment to our home on on 9/3/15.
Ikea's window to return/exchange any of the items should start on 9/3/15 and not the date of purchase.

Initial Business Response /* (1000, 5, 2015/11/19) */
We can send out a replacement piece to the customer of the piece that is damaged. We could exceed the return policy beyond 90-days if the customer would still like a refund at this point on the bedframe; however, we would need the product back...

to the store. We will contact the customer on 11/20/2015 with these options.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only accept replacement piece as long as it is warrantied against damage. If this piece comes damaged as well I would expect it get replaced again. Thank You.
Final Business Response /* (4000, 9, 2015/11/24) */
There are two options. The customer may receive a full refund with bringing the goods back into the store or we can send out the defective piece for to her once. If the item is damaged in transit by fed ex, there is nothing after that point we warranty. If the replacement piece is received damaged, the customer may still bring the bed back for a full refund. We have begun the process for sending out the replacement piece.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have attached the receipt for your convenience.  If you are interested, I also have the email correspondence between myself and the supervisor Marion [redacted], where she offers me this same solution, and then retracts it in the next email.  Receipt attached.  Please credit the amount back to the credit card used for this payment.  A gift card to your store is unacceptable, as I will never be shopping at IKEA again (I'm sure if you read the email correspondence you can understand why).

I apologize you have experienced difficulty getting in touch with IKEA to reschedule delivery. I will have one of my resolutions co-workers from IKEA Twin Cities reach out to you this weekend to reschedule with you. I will be out of the store this weekend, if you do not hear from them I can be...

directly reached at ###-###-####.

[redacted], I received your inquiry about getting some pieces to complete 2 Twin Bed Frames recently purchased at a yard sale. I was able to track down the pieces you were needing. At the store I was missing one of the hardware pieces you requested 121214 qty 8 in which I have ordered and that will be...

sent to you directly in the next 10-14 days. The other hardware components and rails are on hold in our Furniture Pick Up area of the IKEA Twin Cities available for pickup anytime during store hours, you will just need to show your ID to pickup. If you would like those pieces sent to you directly we can also do that, just please contact me directly and I can arrange for that.  Jenna [redacted] After Sales Manager IKEA Twin Cities

I am rejecting this response because:
No one answers emails, computer phone system does not work with extensions (same problems as last time)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, I do believe that IKEA needs to improve their customer service call center wait response time and figure out how to track/follow up on out-standing complaints/claims. The delivery company they use is a little sketchy as well. Ikea really needs to up their game if they want to compete in the online delivery game.

I am rejecting this response because:  Jenna from Ikea left me a voice mail indicating the shipping company would drop off new Alex Drawers today (2/3), and pick up the damaged ones.  I called her around lunch time, because the shipping company had not arrived, so I requested she call me back & provide tracking information.  I never heard back from her, and the shipping company never showed up!!!!!! The boxes are really heavy, and I had put them outside to make it easy for them, and now I'm supposed to carry them back inside and do it all over again and hope they show next time????  At this point in time, at the very least I want to be refunded or credited for the delivery charge, and the new stuff to be overnighted, and damaged stuff picked up ASAP.  I'm a Project Manager for a living, and if I overpromised and undelivered to my customers, I'd be out of a job.  This is rediculous and unacceptable!

Dear [redacted]: Thank you for taking the time to provide your feedback regarding the long wait times when contacting IKEA. I want to apologize for the long wait time you recently experience while trying to resolve your missed delivery.  I apologize...

that you did not receive the customer service you were anticipating and expected.  We are currently in the process of hiring more coworkers to handle our extensive customer traffic flow throughout the store and increase call volume at the contact center. Please contact me directly if there is additional help you need to resolve your missed delivery. I can only hope that you will accept our sincere apologies.  You may be assured that these matters have been brought to the attention of all concerned to be addressed and we will be making every effort to provide you with the quality service that we are striving for at IKEA during your next visit.   Yours sincerely,Jenna C.  Customer Service Manager IKEA Twin Cities ###-###-####

Thank you for your feedback regarding our contact center and our delivery company. We also would like to apologize for the time it took to receive resolution and lack of follow through on the promises made. Today, you were credited in full $299.89 under case number [redacted]. You should see that...

credit to your card within the next couple of days. Again, I want to apologize for the trouble you had getting this resolution. If there is anything else you need please contact me directly at ###-###-#### -Jenna C. Customer Service Manager at IKEA Twin Cities

Dear [redacted], I want to apologize for the long wait you have experience trying to contact us directly to resolve this situation. I was able to complete some research and did see the two orders were placed. I also saw in our system that one of the order was cancelled. I went into our system and...

processed a refund for that cancelled order. You should receive the refund to your account in the next couple of days. If you don't see that refund you can reach me directly at ###-###-#### in the next couple of days.  - Jenna C. Customer Service Manager IKEA Twin Cities

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/09/01) */
After reviewing the case, we would be able to issue the customer a full refund back to original form of payment for the product. We will reach out to the customer to get that corrected for the customer and back to original form of payment. We...

would be able to take care of the transaction over the phone so at this time when won't be able to accommodate for the additional gas compensation. We will also follow-up with co-workers within the Returns department to make sure each co-worker is communicating our returns policy as posted in our returns area and on the back of our receipts.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
IKEA contacted me the day after they received my complaint, and apologized for the mistake. They were not able to offer a refund over the phone, but I was able to drive to the store (yet again) to receive a refund for my items in coordinance with their return policy. I received a refund for the items I purchased, but no reimbursement for the mileage on my three 22 mile trips there and back.
The Manager I spoke with over the phone was able to find and email my receipt to me. When I originally went to return my items, the customer service employee told me they are unable to look up receipts.
In addition to my refund, the Manager said she would also speak with her department to make make sure they all knew the policy and weren't telling customers different procedures. When I returned my items, I was pleased to see that all employees were telling customers they were able to look up their receipts if the item to return was purchased recently and they knew the date and card number on which it was purchased.
Overall, I was very happy with how the Manager handled the issue and will continue to be a loyal customer.

Initial Business Response /* (1000, 5, 2016/01/21) */
[redacted] has been spoken with and a temporary solution of getting her other colors of plugs until the correct color is manufactured has been given. We have reached out to the manufacturer; our team was told that they are being made. We do...

not have a time frame available to tell the customer she will receive them in. Unfortunately, she does not want anything but the plugs, and I cannot produce them.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already mentioned, the proposal of plugging the holes with incorrect colors does not solve the problem. The colored plugs will be just as noticeable and ugly, if not more so, than leaving the hole empty. Also, I have already waited from May 2015 to January 2016, eight months for this product with no end in sight. I have offered an alternative solution to this problem; however, Ikea has apparently overlooked or dismissed my proposal. I told them I could contract with a cabinet maker to make plugs at Ikea's expense. What is wrong with this option? Why is it dismissed? Ikea should have made it clear to potential customers that they are having issues with their product. I then could have made an informed decision regarding this purchase. What I don't understand is why Ikea is allowed to operate in this manner. They are the only company that I have ever dealt with that is unconcerned about customers and repeat business. I am assuming because no one has held them accountable. In addition, I would like to add that we paid full price for this kitchen order. We did not get 20% off like the majority of the customers who ordered this product in 2015. So at least they received so compensation for their troubles if they had any.
Final Consumer Response /* (3000, 27, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already stated that I do not want plugs that are temporary in nature because I do not want to hassle putting them in and then taking them out again. Also, I have had experience in removing plugs and it is not easy. The wood is often damaged as a result. Wood plug kit would have cost $7.50 for a set of two. Not only would the wood plug kit, as I have mentioned numerous times, been a permanent fix, it would have been a simple fix and more cost effective.
Final Business Response /* (4000, 25, 2016/03/08) */
Plugs are completed and are being sent out today, 3/8/2016. When the actual plugs are manufactured, we will send a shipment out to the customer at that time. The fed ex tracking number for the shipment of custom plugs is [redacted].