[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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, it should be noted that they were not proactive on this, and the only reason they "Authorized" the chargeback was because I initiated a dispute with my credit card company. They also never responded to my credit card company, which is why I received the chargeback.
Regards,
Stephanie W[redacted]
[redacted] <[redacted]>
3:17 PM (2 minutes ago)
to me
Hello Revdex.com,
The business involved in my complaint has resolved and escalated the situation internally. I appreciate your time on this as it was the worst customer experience I have...
ever received. Though it doesn’t change the poor communication on their end they did offer a resolution.
Best regards,
Description: Description: Email_graphics_option_1
[redacted]
Customer Care Lead
On 1/2/2016, my wife, my 2 year old son, and I drove 30miles for the Ikea "experience". By the end of this AWFUL experience, we vowed to never go back! It was crowded for sure, but this was expected on a holiday weekend. By 1130am the food court was already out of diet pepsi and ice. Not a biggie - we drank water. We then hit the "walking tour" in search of a dresser for our boy. (Along the way, various self-help items jumped into our yellow Ikea bag). The crowds were, for the most part, accepting of the salmon-up-stream current save for the rude woman who blurted, "Why can't people just keep all their kids at home?!" (I'm guessing passive agressively directed at my son who was extatic over the direction arrows Ikea uses on the floor to direct people traffic. But, I was unaware of any age limit on entering Ikea. Humph). As we measured and took pix of various furniture displays for the pick-up in the warehouse, it got hotter and hotter. No air conditioning! We looked for a drinking fountain - what no water? We became overwhelmed with the crowd noise, the heat, thirst, and our son's crying fit and planned to just forego the rest of the shopping and head to the cashiers. Right then the fire alarm blares in our ears. It became relentless. What was expected of the crowd? What fire safety plan did Ikea have in place, what kind of training did they give their employees? Not sure. There was no overhead speaker to direct anyone anywhere, there were no signs directing the crowd to the stairwell, there were no yellow-shirted employees guiding the crowd to safety!! Was there a fire? Was it a bomb threat (ya know, it's a changed public society today)? Was it just a drill? Somehow a man found the stairwell that we all followed him into, but we didn't know it was the stairwell because there was no sign! So, we were forced to roll our shopping basket down several flights of stairs from the push of the crowd behind us trying to make it to the side of the stairwell in order to collect ourselves, our thoughts/plan, and our merchandise. We stuffed our Ikea bag, grabbed the diaper bag and boy, and as we held hands we jumped back into the downward flow to God knew where. We were sweating even more now, were even more thirsty, and now scared with still no overhead direction from Ikea. The stairwell door flew open and landed us in the parking lot . . . with hundreds of dollars of unpaid-for-merchandise hanging from our yellow shoulder bag. What the? NOW what?!? The alarm was incessant and very loud and we saw nor heard any fire engines. We threw the bag down on the ground by the outside service elevator so as not to be arrested for stealing (not a policeman, fireman, or employee in the vicinity however, so chalk it up to simple integrity) and we ran to our car along with hoards of other people to then only sit in the parking lot for another 1/2 hour as the traffic light trickled cars out 2 by 2. As we sat there, we witnessed employees chuckling in a group and casually making it back to work with NO explaination as though this were a common expectation. Though the unsuspecting cars arriving to start their shopping "experience" would undoubtedly spend a lot of money that day, Ikea must have lost thousands of dollars of merchandise (how many took their unpaid-for stuff with them?) and lost customers like us who no longer trust the safety of a brick and mortar experience. We left to never again step foot in another Ikea (we may buy online, MAYBE (there're a lot of competitors that we like)). But, the lack of protection, no lighted Exit signs, no desginated authority guiding the crowd out of the building, lackadaisical attitude of the employees, oh and the inability to keep the ice flowing, Ikea has lost our business.
I bought $2000 worth of furniture from Ikea for my new apartment. They offer home delivery apparently provided by a partner company.
They told me all the furniture would be delivered next day between 9:00 AM and 1:00 PM, and this is where the nightmare starts.
The same day of the delivery I got a call from the local store saying that the delivery company forgot some items and that they would have to make an additional delivery on the same day, but on the 5:00 PM to 9:00 PM time frame.
The next day nobody showed up during the 9:00 AM - 1:00 PM time frame, so I had been waiting sitting on the floor of my empty apartment for 4 hours and nobody showed up.
I call Ikea, and they tell me that they can no locate the delivery company, they are not picking up the phone, so there is nothing they can do, all this after 45 minutes waiting on the phone for somebody to give me an answer. Finally the Ikea person gives me the number for the delivery company XPO Logistics and I spend another 60 minutes waiting on the phone to finally talk the XPO. To my surprise they tell me that did not miss any delivery in the morning, nor were they going to deliver anything in the afternoon, since Ikea did not gave them anything to deliver. Another 40 minutes on the phone with Ikea to find out that XPO was correct, the did not picked up any merchandise, so there was nothing to deliver. So they apologize and propose delivery the following day again from 9am to 1pm. Which I had not other choice to accept.
Suddenly, I got a call from an automated system from XPO saying they actually were going to deliver the merchandise not the day after, but today, which contradicted what Ikea had just told me. In the next few minutes I got a call from Ikea saying that since they had made a big mistake they had called XPO to try to deliver that same day, so I had to go back again to the apartment and wait again, again a 4 hour time frame. After the additional 4 hours waiting, nobody showed up either, I start calling again, 35 minutes later I get XPO Costumer Service on the phone, they call the driver and he confirms he will be there in 20-25 minutes. So almost 10pm, after more than 9 hours waiting sitting on the floor of my empty apartment. When they finally got to the apartment, they show up with partial shipment, like 30% of the shipment.
So again, called Ikea Costumer Service, it was already 10:30 PM, I was on the phone almost for another hour, with the promise that the day after everything else would be deliver.
The day after, again, waiting on the floor of my empty apartment, and after 3 hours the delivery shows up, and again missing some items.
Af this point I am ready to give up, the worse costumer experience I have had ever, and all the time it has been me having to call Ikea, go thru the endless telephone recording, 45-60 minute calls, always with them apologizing but then not delivering on the issue.
Customer Service at Ikea North America is not really at the level, and local Customer Service at the Stoughton Store is just the worse thing I have experience ever.
I wanted to buy a childrens craft table from IKEA today. I am visiting DC from Colorado. The tag said Aisle 25 Bin 17. It was not there. I went to Customer Service who, after 15 minutes, told me the products had been moved to either Aisle 16 or 18 and he did not know the bin number. I never found the product. Not only that my daughter in law bought over 1000.00 in furniture today. We had myself - age 65, my daughter in law, and a 2 year old. When we were outside ready to load 3 carts we could find NO ONE to help us. After asking and walking for help, we found an employee going down the outside stairs. We asked him where we could get help. He said " Ask the man in the green vest." There was no man in a green vest. We told him that and he continued to go down the stairs without responding. Finally another wonderful CUSTOMER asked if he could help us. He loaded what he could into our car, because there was no KIEA employee to help. I have to say the people in Home Delivery were wonderful... so so helpful.
I purchased a dresser from Ikea off of Honeygo Boulevard in Baltimore Maryland. I also wanted to buy the matching night stands. However, the night stands were not in stock. The representative promised me that they would come in less than a week from the time I purchased this dresser. The night stands did not come in, it was false advertised on their website that they would get more in stock, and they forced me to go to another site that was really far from my house.
ordered sofa and loveseat on May 17
received sofa and loveseat on June 2. Cover for sofa not included.
contacted ikea on june 2. waited on hold for 2 hours then told that they were closing and to call back the next day (and click they hung up)
contacted ikea on june 3. on hold 1 hour 55 min. said they would send replacement cover.
june 14: received box from ikea. contained a table. no sofa cover. called customer service. waited on hold for over an hour. then got disconnected. called back waited another hour. agent was extremely rude. again. asked to speak with management, they said they would again send a replacement and refund half of my shipping cost (which was $199 so they would refund 99.50).
June 22: received box from ikea. Again, wrong item. they sent loveseat covers. Called. waited on hold for 58 minutes. stated they would resend and it would take up to 3 weeks and to return the loveseat covers so that I would not be charged for them! I asked for quicker shipment (Lets face it, I have been over a month without a covered sofa and have company coming!). they refuse quicker shipping and offer a gift card (of undetermined amount but likely $25 for my "inconvenience".).
not happy. still sitting on a sofa covered in plastic. (and just to add, you can not simply go to a store location to pick up the item, but you are welcome to purchase it!)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
I have a very frustrating experience with IKEA . I bought bed and mattress from them online. The bed was delivered to me on time with no problem. The matress, however, wasn't delivered with the bed. Driver, who delivered the bed explained that he saw that the matress was dirty and that he made the decision not to bring it. I called the IKEA store in Orlando. They assured me that as soon as they get the matress back they are going to open a case and send new one to me. I was waiting for three days, even though I was promised the call back from them the next day. Then I started calling both IKEA Orlando store and IKEA online. Finally, they set up a new delivery date, which was 10 days from the original delivery date. I complained that it was too long. It took several phone calls to finally move forward the day of the delivery. They were only able to move it 2 days earlier. When finally the day came, I got the matress. IT WAS DIRTY AGAIN!!! When I inspected it I noticed the order number written on the label - IT WAS THE VERY SAME MATRESS THEY DIDNT DELIVER THE FIRST TIME. Now I'm calling to IKEA again trying to get the new clean matress and all I hear is we have to wait for 24 hours so the warehouse can locate the clean matress they were supposed to sent me and didn't... Looks like no way out... It's a shame for such a big company as IKEA to be NOT able to resolve their own mistake quickly. The company that respects itself and its customers should be more agreeable and work faster. I regret I bought from them. Don't think I will ever do it again.
To Whom It May Concern,
Customer filed for chargeback for the amount requested and was approved by Ikea. Chargeback was authorized 9/15/14.
Thanks,
[redacted]
Customer...
July 7, 2014
Dear [redacted];
IKEA [redacted] has received the complaint made to the Revdex.com by **. [redacted] on 06/30/2014. This letter is to inform you that the issue **. [redacted] is experiencing is with IKEA Direct and not with IKEA [redacted].
The contact for IKEA...
Direct is:[redacted], Maryland, [redacted]
Should you need any additional information, [redacted] please feel free to contact IKEA [redacted] at the above information.
Thank you,
[redacted] <[redacted]>
2:00 PM (18 hours ago)
Hello [redacted]-
My name is [redacted] and I am writing you to advise you that my recent complaint on IKEA inc. has been resolved my the company. The time it took to resolve the issue was still hugely...
disatisfactory but a resolution has been provided to me.
Case [redacted]
From: [redacted] <[redacted].com>Date: Thu, May 21, 2015 at 2:36 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] need this complaint cancelled as the I...
have reached resolution with the merchant.Thank you,[redacted]###-###-####
[redacted] – Customer received delivery of the missing items on 9/9. One of our Atlanta reps left a voicemail for [redacted] to see if she needs further assistance.
2/3 – Received couch. Unpacked boxes and the one with the main part of the couch the wooden frame is cracked. Likely due to the delivery man dropping the box but no way to tell for sure.
2/3 – Sent email to Ikea letting them know my couch in box #4 needs to be replace; Supposed to get a response in 3-5 business days
2/4 – Called their CS # at 1-888-888-4532 at 11:03am. I was on hold for 23 minutes and then they hung up
2/11 – Wrote a follow up email from my email on 2/3
2/11 – Wrote on their facebook wall and private message; they responded but no resolution
2/11 – “Lori B[redacted]” from Ikea reached out.
2/17 – Received a response via email from “Sue-Ellen” at Ikea even though Lori had already responded
2/23 – Emailed picture of the damaged couch
2/23 – Their response:
“At this time the item is currently out of stock. I will monitor the couch throughout the week and as soon as it is back in stock, I will notify you of the preliminary delivery date.
I will created a requested to have box #4 sent back out to you. We are not able to send just box 4, we would have to send the item as a whole. When booking the order, we do not have the option to just send one box. Just simply accept the box that is needed, (Box 4) and refuse the other boxes at the time of delivery. You would also need to give the delivery driver the damaged box that you currently have.”
They were out of stock…And the return process was a hassle but I understood… sort of.
2/23 – I asked Lori via email to speak with someone directly on the phone. My friend called the number Lori provided us a number of times nd it is going to an automated message saying that I have reached IKEA but that it is closed and to call during normal business hours. She responded that the whole department was in a meeting…
2/29 – Still no response or resolution; My friend called again and again but the line either hung up on him or said it was closed even though it was during the times they should have been available. I wrote back to Lori asking for the following:
I am requesting the following:
1. A full refund for the couch--IMMEDIATELY.
2. Ikea to come re-pack the opened boxes and take EVERY piece back. I will not be repacking it. This wasn't my problem to begin with and I would have gladly done it had anyone acknowledged me and treated me like this mattered in the first place. Now I have to take time off work again to be there when they pick up the product.
3. I would like to set up a call with someone from Ikea with a direct phone number or have them call me at a time that works for MY schedule.
4. What IKEA plans on doing for the headache they have caused for all of this complete non-sense.
3/1 – No response so I wrote again to follow up
3/1 – She said she was out of the office though I didn’t receive an out of the office reply from the email. She offered a full refund and $129.00 for freight costs, whatever that is. She scheduled a pick up for Thursday 3/3 without even checking if I was free
3/2 – I let Lori know I was not able to make it Thursday due to work but that Monday 3/7 would be better
3/2 – Received automated voicemail
3/3 – Received automated voicemail 9:09am
3/3 – Received automated voicemail 9:43am
3/3 – Answered a call at 9:53am from delivery company saying that they were outside and ready to pick up… I explained to them I was at work and I had cancelled with Ikea who clearly failed to communicate that.
3/4 – I wrote to Lori and asked why she sent the delivery people when I specifically told her I was not available. She has not contacted me back period. I feel like I will not hear from her any more.
3/4 – Wrote to Ikea on Facebook and they obviously nudged someone along because then I got an email from Louise saying that they apologized and will pick up the couch when I was ready. I let them know Monday is when I’m free. Richard S. wrote back to me confirming that someone would be there
That’s a solid month without the $500+ I paid for the couch and without a couch I can use.
I’m beyond disappointed. The fact I had to publicly shame on social media to get a response is unreal but I suppose the world we now live in.
The really sad thing is that their products are wonderful for the great price point but the customer service makes the WHOLE thing not worth it at all and I’m still without a couch and need to buy a new one.
I had gone there with my family since I was a kid and loved the ease of buying things online but not anymore.
I cannot wait for this total nightmare to be over and still would like a sufficient apology and compensation for all the time I wasted having to leave work and the time I wasted trying to track them down for a response.
Hopefully after Monday this won’t be an issue any more…
From: Adrienne H[redacted]
font-family: arial, sans-serif;"><[redacted]@ikea.com>Date: Wed, Dec 10, 2014 at 10:53 AMSubject: RE: [redacted] Complaint ([redacted]) Pending SuspensionTo: [redacted] <[redacted]@myRevdex.com.org>
Hi [redacted],
We did receive this one back in August. One of our Ecommerce reps emailed the customer as a result on 8/27/14, pasted below:
Hello [redacted],
Thank you for taking the time to contact us. We have received your recent request for a pickup of your bed base for a refund. First and foremost, we would like to apologize for any frustrations you experienced while attempting to schedule the pickup/return of your merchandise with our customer service department. Here at IKEA, we strive to provide the best level of service, both before and after the sale. Clearly, we have missed the mark in your case.
Per your request, a pickup has been issued for your bed base, and will occur via [redacted]. Please allow 48-72 hours for [redacted] to make their first attempt to retrieve the merchandise. Once the merchandise has been picked up, please respond directly to this email with confirmation so that we may process the refund for the bed base immediately.
Once again, we really do apologize for any inconveniences and appreciate the opportunity to resolve this matter for you. We look forward to receiving your confirmation.
Thank you for choosing IKEA,
Marshall F[redacted]
IKEA US eCommerce
Escalations
The case file states the slats were picked up and a refund was issued to the customer on 9/4/14. The customer is welcome to contact us directly if needed: [email protected].
Best Regards,
Adrienne H[redacted]
The order number is [redacted]. Gary came to our store on 11/29 and picked up the kitchen. Delivery fee has already been refunded.
10pt; font-family: Verdana, sans-serif;">
Worse delivery service ever! 4 times messed up with the delivery! 5th one is scheduled for tomorrow. I have no hope that it will come tomorrow. That is 4 days sitting at home and waiting for furniture at home. One of those days I even did not go to work and waited for them at home. Others are my very valuable weekends. Not to mention the mess I have at home needs to be organized after the wardrobe system delivered.
Furthermore, their phone lines are terrible. Nobody answers the phone if you do not stay 30 mins on hold. I spent VERY frustrated hours on the phone. Every time they confirm my phone, email, address... In fact, never ever get a phone call, email or mail about my delivery being delayed. I always had to call them at the end of the day, wait hours on the phone and get a dry apology, lame excuse and verbal guarantee that the next time it will deliver fine. FIVE attempts!!!
AVOID IKEA DELIVERY if you care about your mental health.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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, it should be noted that they were not proactive on this, and the only reason they "Authorized" the chargeback was because I initiated a dispute with my credit card company. They also never responded to my credit card company, which is why I received the chargeback.
Regards,
Stephanie W[redacted]
[redacted] <[redacted]>
3:17 PM (2 minutes ago)
to me
Hello Revdex.com,
The business involved in my complaint has resolved and escalated the situation internally. I appreciate your time on this as it was the worst customer experience I have...
ever received. Though it doesn’t change the poor communication on their end they did offer a resolution.
Best regards,
Description: Description: Email_graphics_option_1
[redacted]
Customer Care Lead
On 1/2/2016, my wife, my 2 year old son, and I drove 30miles for the Ikea "experience". By the end of this AWFUL experience, we vowed to never go back! It was crowded for sure, but this was expected on a holiday weekend. By 1130am the food court was already out of diet pepsi and ice. Not a biggie - we drank water. We then hit the "walking tour" in search of a dresser for our boy. (Along the way, various self-help items jumped into our yellow Ikea bag). The crowds were, for the most part, accepting of the salmon-up-stream current save for the rude woman who blurted, "Why can't people just keep all their kids at home?!" (I'm guessing passive agressively directed at my son who was extatic over the direction arrows Ikea uses on the floor to direct people traffic. But, I was unaware of any age limit on entering Ikea. Humph). As we measured and took pix of various furniture displays for the pick-up in the warehouse, it got hotter and hotter. No air conditioning! We looked for a drinking fountain - what no water? We became overwhelmed with the crowd noise, the heat, thirst, and our son's crying fit and planned to just forego the rest of the shopping and head to the cashiers. Right then the fire alarm blares in our ears. It became relentless. What was expected of the crowd? What fire safety plan did Ikea have in place, what kind of training did they give their employees? Not sure. There was no overhead speaker to direct anyone anywhere, there were no signs directing the crowd to the stairwell, there were no yellow-shirted employees guiding the crowd to safety!! Was there a fire? Was it a bomb threat (ya know, it's a changed public society today)? Was it just a drill? Somehow a man found the stairwell that we all followed him into, but we didn't know it was the stairwell because there was no sign! So, we were forced to roll our shopping basket down several flights of stairs from the push of the crowd behind us trying to make it to the side of the stairwell in order to collect ourselves, our thoughts/plan, and our merchandise. We stuffed our Ikea bag, grabbed the diaper bag and boy, and as we held hands we jumped back into the downward flow to God knew where. We were sweating even more now, were even more thirsty, and now scared with still no overhead direction from Ikea. The stairwell door flew open and landed us in the parking lot . . . with hundreds of dollars of unpaid-for-merchandise hanging from our yellow shoulder bag. What the? NOW what?!? The alarm was incessant and very loud and we saw nor heard any fire engines. We threw the bag down on the ground by the outside service elevator so as not to be arrested for stealing (not a policeman, fireman, or employee in the vicinity however, so chalk it up to simple integrity) and we ran to our car along with hoards of other people to then only sit in the parking lot for another 1/2 hour as the traffic light trickled cars out 2 by 2. As we sat there, we witnessed employees chuckling in a group and casually making it back to work with NO explaination as though this were a common expectation. Though the unsuspecting cars arriving to start their shopping "experience" would undoubtedly spend a lot of money that day, Ikea must have lost thousands of dollars of merchandise (how many took their unpaid-for stuff with them?) and lost customers like us who no longer trust the safety of a brick and mortar experience. We left to never again step foot in another Ikea (we may buy online, MAYBE (there're a lot of competitors that we like)). But, the lack of protection, no lighted Exit signs, no desginated authority guiding the crowd out of the building, lackadaisical attitude of the employees, oh and the inability to keep the ice flowing, Ikea has lost our business.
I bought $2000 worth of furniture from Ikea for my new apartment. They offer home delivery apparently provided by a partner company.
They told me all the furniture would be delivered next day between 9:00 AM and 1:00 PM, and this is where the nightmare starts.
The same day of the delivery I got a call from the local store saying that the delivery company forgot some items and that they would have to make an additional delivery on the same day, but on the 5:00 PM to 9:00 PM time frame.
The next day nobody showed up during the 9:00 AM - 1:00 PM time frame, so I had been waiting sitting on the floor of my empty apartment for 4 hours and nobody showed up.
I call Ikea, and they tell me that they can no locate the delivery company, they are not picking up the phone, so there is nothing they can do, all this after 45 minutes waiting on the phone for somebody to give me an answer. Finally the Ikea person gives me the number for the delivery company XPO Logistics and I spend another 60 minutes waiting on the phone to finally talk the XPO. To my surprise they tell me that did not miss any delivery in the morning, nor were they going to deliver anything in the afternoon, since Ikea did not gave them anything to deliver. Another 40 minutes on the phone with Ikea to find out that XPO was correct, the did not picked up any merchandise, so there was nothing to deliver. So they apologize and propose delivery the following day again from 9am to 1pm. Which I had not other choice to accept.
Suddenly, I got a call from an automated system from XPO saying they actually were going to deliver the merchandise not the day after, but today, which contradicted what Ikea had just told me. In the next few minutes I got a call from Ikea saying that since they had made a big mistake they had called XPO to try to deliver that same day, so I had to go back again to the apartment and wait again, again a 4 hour time frame. After the additional 4 hours waiting, nobody showed up either, I start calling again, 35 minutes later I get XPO Costumer Service on the phone, they call the driver and he confirms he will be there in 20-25 minutes. So almost 10pm, after more than 9 hours waiting sitting on the floor of my empty apartment. When they finally got to the apartment, they show up with partial shipment, like 30% of the shipment.
So again, called Ikea Costumer Service, it was already 10:30 PM, I was on the phone almost for another hour, with the promise that the day after everything else would be deliver.
The day after, again, waiting on the floor of my empty apartment, and after 3 hours the delivery shows up, and again missing some items.
Af this point I am ready to give up, the worse costumer experience I have had ever, and all the time it has been me having to call Ikea, go thru the endless telephone recording, 45-60 minute calls, always with them apologizing but then not delivering on the issue.
Customer Service at Ikea North America is not really at the level, and local Customer Service at the Stoughton Store is just the worse thing I have experience ever.
I wanted to buy a childrens craft table from IKEA today. I am visiting DC from Colorado. The tag said Aisle 25 Bin 17. It was not there. I went to Customer Service who, after 15 minutes, told me the products had been moved to either Aisle 16 or 18 and he did not know the bin number. I never found the product. Not only that my daughter in law bought over 1000.00 in furniture today. We had myself - age 65, my daughter in law, and a 2 year old. When we were outside ready to load 3 carts we could find NO ONE to help us. After asking and walking for help, we found an employee going down the outside stairs. We asked him where we could get help. He said " Ask the man in the green vest." There was no man in a green vest. We told him that and he continued to go down the stairs without responding. Finally another wonderful CUSTOMER asked if he could help us. He loaded what he could into our car, because there was no KIEA employee to help. I have to say the people in Home Delivery were wonderful... so so helpful.
I purchased a dresser from Ikea off of Honeygo Boulevard in Baltimore Maryland. I also wanted to buy the matching night stands. However, the night stands were not in stock. The representative promised me that they would come in less than a week from the time I purchased this dresser. The night stands did not come in, it was false advertised on their website that they would get more in stock, and they forced me to go to another site that was really far from my house.
ordered sofa and loveseat on May 17
received sofa and loveseat on June 2. Cover for sofa not included.
contacted ikea on june 2. waited on hold for 2 hours then told that they were closing and to call back the next day (and click they hung up)
contacted ikea on june 3. on hold 1 hour 55 min. said they would send replacement cover.
june 14: received box from ikea. contained a table. no sofa cover. called customer service. waited on hold for over an hour. then got disconnected. called back waited another hour. agent was extremely rude. again. asked to speak with management, they said they would again send a replacement and refund half of my shipping cost (which was $199 so they would refund 99.50).
June 22: received box from ikea. Again, wrong item. they sent loveseat covers. Called. waited on hold for 58 minutes. stated they would resend and it would take up to 3 weeks and to return the loveseat covers so that I would not be charged for them! I asked for quicker shipment (Lets face it, I have been over a month without a covered sofa and have company coming!). they refuse quicker shipping and offer a gift card (of undetermined amount but likely $25 for my "inconvenience".).
not happy. still sitting on a sofa covered in plastic. (and just to add, you can not simply go to a store location to pick up the item, but you are welcome to purchase it!)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
To Whom It May Concern,
Customer was fully refunded. Case was resolved on 10/31/14.
Thanks,
Mary...
F[redacted]
Customer Relations
I have a very frustrating experience with IKEA . I bought bed and mattress from them online. The bed was delivered to me on time with no problem. The matress, however, wasn't delivered with the bed. Driver, who delivered the bed explained that he saw that the matress was dirty and that he made the decision not to bring it. I called the IKEA store in Orlando. They assured me that as soon as they get the matress back they are going to open a case and send new one to me. I was waiting for three days, even though I was promised the call back from them the next day. Then I started calling both IKEA Orlando store and IKEA online. Finally, they set up a new delivery date, which was 10 days from the original delivery date. I complained that it was too long. It took several phone calls to finally move forward the day of the delivery. They were only able to move it 2 days earlier. When finally the day came, I got the matress. IT WAS DIRTY AGAIN!!! When I inspected it I noticed the order number written on the label - IT WAS THE VERY SAME MATRESS THEY DIDNT DELIVER THE FIRST TIME. Now I'm calling to IKEA again trying to get the new clean matress and all I hear is we have to wait for 24 hours so the warehouse can locate the clean matress they were supposed to sent me and didn't... Looks like no way out... It's a shame for such a big company as IKEA to be NOT able to resolve their own mistake quickly. The company that respects itself and its customers should be more agreeable and work faster. I regret I bought from them. Don't think I will ever do it again.
To Whom It May Concern,
Customer filed for chargeback for the amount requested and was approved by Ikea. Chargeback was authorized 9/15/14.
Thanks,
[redacted]
Customer...
Relations
July 7, 2014
Dear [redacted];
IKEA [redacted] has received the complaint made to the Revdex.com by **. [redacted] on 06/30/2014. This letter is to inform you that the issue **. [redacted] is experiencing is with IKEA Direct and not with IKEA [redacted].
The contact for IKEA...
Direct is:[redacted], Maryland, [redacted]
Should you need any additional information, [redacted] please feel free to contact IKEA [redacted] at the above information.
Thank you,
[redacted] <[redacted]>
2:00 PM (18 hours ago)
Hello [redacted]-
My name is [redacted] and I am writing you to advise you that my recent complaint on IKEA inc. has been resolved my the company. The time it took to resolve the issue was still hugely...
disatisfactory but a resolution has been provided to me.
Case [redacted]
From: [redacted] <[redacted].com>Date: Thu, May 21, 2015 at 2:36 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] need this complaint cancelled as the I...
have reached resolution with the merchant.Thank you,[redacted]###-###-####
[redacted] – Customer received delivery of the missing items on 9/9. One of our Atlanta reps left a voicemail for [redacted] to see if she needs further assistance.
2/3 – Received couch. Unpacked boxes and the one with the main part of the couch the wooden frame is cracked. Likely due to the delivery man dropping the box but no way to tell for sure.
2/3 – Sent email to Ikea letting them know my couch in box #4 needs to be replace; Supposed to get a response in 3-5 business days
2/4 – Called their CS # at 1-888-888-4532 at 11:03am. I was on hold for 23 minutes and then they hung up
2/11 – Wrote a follow up email from my email on 2/3
2/11 – Wrote on their facebook wall and private message; they responded but no resolution
2/11 – “Lori B[redacted]” from Ikea reached out.
2/17 – Received a response via email from “Sue-Ellen” at Ikea even though Lori had already responded
2/23 – Emailed picture of the damaged couch
2/23 – Their response:
“At this time the item is currently out of stock. I will monitor the couch throughout the week and as soon as it is back in stock, I will notify you of the preliminary delivery date.
I will created a requested to have box #4 sent back out to you. We are not able to send just box 4, we would have to send the item as a whole. When booking the order, we do not have the option to just send one box. Just simply accept the box that is needed, (Box 4) and refuse the other boxes at the time of delivery. You would also need to give the delivery driver the damaged box that you currently have.”
They were out of stock…And the return process was a hassle but I understood… sort of.
2/23 – I asked Lori via email to speak with someone directly on the phone. My friend called the number Lori provided us a number of times nd it is going to an automated message saying that I have reached IKEA but that it is closed and to call during normal business hours. She responded that the whole department was in a meeting…
2/29 – Still no response or resolution; My friend called again and again but the line either hung up on him or said it was closed even though it was during the times they should have been available. I wrote back to Lori asking for the following:
I am requesting the following:
1. A full refund for the couch--IMMEDIATELY.
2. Ikea to come re-pack the opened boxes and take EVERY piece back. I will not be repacking it. This wasn't my problem to begin with and I would have gladly done it had anyone acknowledged me and treated me like this mattered in the first place. Now I have to take time off work again to be there when they pick up the product.
3. I would like to set up a call with someone from Ikea with a direct phone number or have them call me at a time that works for MY schedule.
4. What IKEA plans on doing for the headache they have caused for all of this complete non-sense.
3/1 – No response so I wrote again to follow up
3/1 – She said she was out of the office though I didn’t receive an out of the office reply from the email. She offered a full refund and $129.00 for freight costs, whatever that is. She scheduled a pick up for Thursday 3/3 without even checking if I was free
3/2 – I let Lori know I was not able to make it Thursday due to work but that Monday 3/7 would be better
3/2 – Received automated voicemail
3/3 – Received automated voicemail 9:09am
3/3 – Received automated voicemail 9:43am
3/3 – Answered a call at 9:53am from delivery company saying that they were outside and ready to pick up… I explained to them I was at work and I had cancelled with Ikea who clearly failed to communicate that.
3/4 – I wrote to Lori and asked why she sent the delivery people when I specifically told her I was not available. She has not contacted me back period. I feel like I will not hear from her any more.
3/4 – Wrote to Ikea on Facebook and they obviously nudged someone along because then I got an email from Louise saying that they apologized and will pick up the couch when I was ready. I let them know Monday is when I’m free. Richard S. wrote back to me confirming that someone would be there
That’s a solid month without the $500+ I paid for the couch and without a couch I can use.
I’m beyond disappointed. The fact I had to publicly shame on social media to get a response is unreal but I suppose the world we now live in.
The really sad thing is that their products are wonderful for the great price point but the customer service makes the WHOLE thing not worth it at all and I’m still without a couch and need to buy a new one.
I had gone there with my family since I was a kid and loved the ease of buying things online but not anymore.
I cannot wait for this total nightmare to be over and still would like a sufficient apology and compensation for all the time I wasted having to leave work and the time I wasted trying to track them down for a response.
Hopefully after Monday this won’t be an issue any more…
To Whom It May Concern,
Request for redelivery with assembly was submitted and completed on 11/15/2014.
Thanks,
lang="EN-US">Mary F[redacted]
Customer Relations
From: Adrienne H[redacted]
font-family: arial, sans-serif;"><[redacted]@ikea.com>Date: Wed, Dec 10, 2014 at 10:53 AMSubject: RE: [redacted] Complaint ([redacted]) Pending SuspensionTo: [redacted] <[redacted]@myRevdex.com.org>
Hi [redacted],
We did receive this one back in August. One of our Ecommerce reps emailed the customer as a result on 8/27/14, pasted below:
Hello [redacted],
Thank you for taking the time to contact us. We have received your recent request for a pickup of your bed base for a refund. First and foremost, we would like to apologize for any frustrations you experienced while attempting to schedule the pickup/return of your merchandise with our customer service department. Here at IKEA, we strive to provide the best level of service, both before and after the sale. Clearly, we have missed the mark in your case.
Per your request, a pickup has been issued for your bed base, and will occur via [redacted]. Please allow 48-72 hours for [redacted] to make their first attempt to retrieve the merchandise. Once the merchandise has been picked up, please respond directly to this email with confirmation so that we may process the refund for the bed base immediately.
Once again, we really do apologize for any inconveniences and appreciate the opportunity to resolve this matter for you. We look forward to receiving your confirmation.
Thank you for choosing IKEA,
Marshall F[redacted]
IKEA US eCommerce
Escalations
The case file states the slats were picked up and a refund was issued to the customer on 9/4/14. The customer is welcome to contact us directly if needed: [email protected].
Best Regards,
Adrienne H[redacted]
The order number is [redacted]. Gary came to our store on 11/29 and picked up the kitchen. Delivery fee has already been refunded.
10pt; font-family: Verdana, sans-serif;">
Worse delivery service ever! 4 times messed up with the delivery! 5th one is scheduled for tomorrow. I have no hope that it will come tomorrow. That is 4 days sitting at home and waiting for furniture at home. One of those days I even did not go to work and waited for them at home. Others are my very valuable weekends. Not to mention the mess I have at home needs to be organized after the wardrobe system delivered.
Furthermore, their phone lines are terrible. Nobody answers the phone if you do not stay 30 mins on hold. I spent VERY frustrated hours on the phone. Every time they confirm my phone, email, address... In fact, never ever get a phone call, email or mail about my delivery being delayed. I always had to call them at the end of the day, wait hours on the phone and get a dry apology, lame excuse and verbal guarantee that the next time it will deliver fine. FIVE attempts!!!
AVOID IKEA DELIVERY if you care about your mental health.