Urban Express

Review: I request to have my IKEA Pax Wardrobe assembled. Explained it was close to 9 feet tall with two sliding doors and was quoted a price of $95 to assemble it after they requested the assembly number to the item. The assembly worker partially did the job and said that he would return after doing another order, but never returned. I want a refund or another worker to finish putting my wardrobe together. He never gave me any paperwork to sign showing the work was complete as other companies provide after completion of a job.

Business

Response:

Case # [redacted]

Customer Name: [redacted], [redacted]

In response to the customer’s claim:

In investigation of this matter,

[redacted] called in on 02/** and ordered our assembly service for a wardrobe

system that has been previously purchased. The wardrobe system that [redacted]

[redacted] wanted assembled is a modular system, with many interchangeable pieces

that are purchased separately to create custom combinations to fit the

customer’s needs.

In listening to the call, [redacted] only ordered, and was only charged for the frame to be assembled. I do

apologize that the original Customer Service Representative did not ask if there

were additional pieces that needed to be assembled. Because this was an on

demand assembly request, we would not have been aware of the accessorizing

pieces that [redacted] purchased. Because of our familiarity with this

wardrobe system, we did call [redacted] back on 02/** and offer mounting

services and ask if anything else needed to be assembled. [redacted]

indicated to the representative that nothing else was needed and that she did

not want mounting of the unit.

I have reached out to [redacted]

on 02/**. While I was discussing this matter with her, she terminated the call

before I could offer to schedule an additional assembly for the accessory

pieces. [redacted] is welcome to

contact me directly at my office if she wishes to discuss this matter further: ###-###-####.

Sincerely,

UX

Specialized Logistics

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[At this point, I desire to have a full refund. I they didn't complete the work and I didn't sign anything stating they did and what they did was done incorrectly. They never gave me an invoice. ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Case # [redacted]

Customer Name: [redacted], [redacted]

In response to the customer’s claim:

As a gesture of goodwill, we will

be refunding $95 to [redacted]. I have advised the Driver’s Manager of [redacted]

[redacted]’s complaint. [redacted] is

welcome to contact me directly at my office if she wishes to discuss this

matter further: ###-###-####.

Sincerely,

UX

Specialized Logistics

Review: I placed an online order with the retail company Ikea and was informed that Urban Express would be making the delivery. The company informed me that the delivery would initially take place on 4/**/14. However, on 4**5/14 I received a phone call from Urban Express telling me that their truck was "broken" and the delivery would not take place until 4/**/14. I tried to be understanding and told them despite the inconvenience 4/**/14 would have to work.

I received a text message from Urban Express ###-###-#### asking for the conformation of the delivery between 2PM-6PM. I responded 'YES' and made the necessary changes in my schedule to make sure I was in my house to await the delivery.

Today, 4/**/14, I spent the entire day waiting for the delivery men to show up, however, at 6:00 pm, I received another text message telling me there was going to be a delay and the truck would not come between the hours of 6PM-8PM. I called the company at 7PM and was told that the truck is on its way and should be arriving in 1 hour. However, at around 8:30 pm I received a call from the company telling me that the truck is broken and would not be able to deliver the products I purchased until 4/**/14. I feel extremely mislead and frustrated with this company. I was misinformed about the status of my order and wasted a day off of work waiting for a truck that never showed up. I have a feeling if I rescheduled the delivery date I would end up waisting another day.

After doing some research about this company, I was able to find multiple reviews of customers who purchased products from Ikea and have had the same experiences as I have. [redacted]Desired Settlement: I am canceling my order from Ikea and I would like to receive a full refund of the $144.00 delivery charge since the delivery never took place.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

---------------

Review: I purchased an ikea pax unit and urban express assembled it on October [redacted]. They sent two bumbling kids who had no clue what they were doing. The kids were arguing with eachother the whole time. I have put together Ikea furniture before and I am sure I would have done a much better job.

They damaged my wall, damaged the doors of the pax unit (which have been discontinued and can not be replaced), the doors were left unleveled (one is scratching a drawer underneath), a drawer was left unattached to the unit just placed balancing on top of the drawer underneath, they never drilled hardware holes because they didn't bring the drill bits (I was on the phone with Ikea while they were here who was informing them they were supposed to drill holes). I have photographs I would be more than happy to provide.

I just got off the phone with the least helpful [redacted]I have ever spoken with. I have no idea how they are still in business. I first spoke to one excellent customer service rep ([redacted]) who was willing and able to help but apparently the rest of the company has no idea how to deal with customers. She said I was to receive a call back from someone else in the company (which I never did). I called back today and I spoke with [redacted]and her boss (maybe [redacted]?) who were both rude and unwilling to help. Not only a terrible way of doing business, but a terrible way of treating other people.

My Ikea case number was [redacted]?. Not only did this company make my purchase unusable, but they damaged my property on top of it and have the most disgraceful customer service on I have ever experienced on top of it!

[redacted]Desired Settlement: I feel they should pay for the repair of my wall, level the unit, drill holes for the hardware, apologize for the way they handled this situation, and for the loss of my time trying to resolve this issue. If they are unable to salvage the unit and undo all their damage, they need to pay me what I paid for the unit.

Business

Response:

Case # [redacted]

Customer Name: [redacted]

In response to the customer’s claim:

We have, at no charge to [redacted], sent a repair technician to inspect the original assembly of [redacted] Unit. According to the Technician, the unit is on an uneven floor,

which has caused the unit’s doors not to function properly. Floor leveling is,

unfortunately, outside of the scope of work performed by Urban Express. The

technician was able to adjust the doors so that they will open.

In response to[redacted]’s claim

of wall damage, I have forwarded the appropriate forms to her to submit to us

for further investigation. Although it is outside of our thirty day claims

period, I have ensured [redacted] that the claims department will give her

claim a thorough investigation, as she was delayed in reporting due to delays

with the furniture company.

In review of the directions for

this particular unit, there is no recommended point in which to drill holes for

hardware. Our agreement

with the furniture company does not allow for modifications not specified by

the manufacturer to the fcedil;ade of the merchandise. I apologize for any

confusion caused by this situation, as we are not permitted to void the

warranty.

If any questions do arise in

regards to this claim, please feel free to contact me at ###-###-####

Thank you for your time,

12/**/2014 My Xmas Nightmare turned out to be a positive experience. I have been buying merchandise to prep my home for the holidays and have been at two IKEA stores. Once my orders where processed I was told I would not be able to merge my order in time for the holiday. I spoke to [redacted] & [redacted] or [redacted] not sure they worked on get my order merged as well as assisting with my assembly. Guess what its all done....My house is ready for Christmas. Thanks I wanted to say thank you and have a happy New year.....feliz año nuevo 2015

Review: This company was contracted by [redacted] to delivery and assembly a dresser on Sunday Aug [redacted] 2014. All services were paid in full and the appointment was confirmed in advance. On Sunday, the dresser was delivered but the assembly portion of the order was canceled by a worker at Urban Express as she stated to me on this phone after the delivery had been made. She states she canceled the order because she did not have information regarding what item was to be assembled. She did not contact me or [redacted] the prior to cancelling the order. The delivery guy however had paperwork from the company stating that the dresser was the item that was to be assembled on the same day. Urban express workers were unhelpful in trying to reschedule the order and stated I needed to contact [redacted]. After contacting [redacted], who agreed all information had been submitted to Urban express, the appointment was rescheduled for Aug [redacted] however that too was canceled by the company without informing me. This company has numerous complaints on yelp.com.Desired Settlement: I wish to have my dresser assembled complimentary and in a timely fashion. All issues need to be address and an apology issued. They company needs to address the numerous complaints by other customers listed on yelp.com as well.

Business

Response:

Hi,

UX accommodated this customer with an assembly as well as a refund check. We have identified the root cause of this issue which is associated with a visibility problem in our system, and we are working with our client partner to fix it.

Review: They arrived without doing the previous call that they said they would do confirming the delivery time, the delivery was incomplete, they refused to complete the assembly that was paid they did not leave a copy of the receipt that required to sign.

I called requesting this and an employee called [redacted] (Supervisor) today at 11 answred my call and said that they would not give me a copy of the paper that I signed.

Very rude customer serviceDesired Settlement: the refund of the money I paid for delivery and assembly of all the purchase as was not complete.

Change policy of company, they should leave the customer a copy of what they sign/

Business

Response:

We received you complaint from the Revdex.com and would like to apologize for any inconvenience we may have caused you. I would like to investigated yourclaim and will need some more information to do so. What part of your assembly was not completed? Please provide me the phone number,you used to call our office in order for my team to pull your call records. Our goal is to provide outstanding customer service to all our customer and clients. I will be more than happy to assist you with this claim.Thanks [redacted]

Review: My name is [redacted] and recently I purchased a Sofa from Big Lots and when the third party delivery service tried to deliver the Sofa they couldn't get it through the apartment door. They put holes in the wall and when I tried to file a claim they denied that they ever did the damage, and not they say I pushed and kicked the Sofa myself, and the insurance clam is being denied by the insurance adjuster! I was wondering if there is something you might be able to do about this? See I'm disabled and have had back surgery and can't lift or push anything...and this is all very upsetting to me. I will attach all the documents of the claim if you need more feel free to contact me. Thank you for your time and consideration regarding this matter.

[redacted] From adjuster Michael B[redacted] at xpo regarding damage claim [redacted]

John,

Subject: Re: damage claim job # [redacted]

Do you really think I did that damage myself?! There were two moving men Micheal and they were struggling and if you are looking or a way not to pay the claim, you are not the man I thought you were! They're afraid of loosing their jobs over this, and I am appalled that they are going as far as saying I did the damage! Do you know what a judge would say to that in court, and it will go to that I promise you...I will also report conduct to the Banking and Insurance Commission as I'm not playing games here! I'm writing a email to the news agency and my congressman as I am disabled and feel this has gone too far!Desired Settlement: pay claim, reimburse $40.00 back from lying delivery men, reimburse delivery charge for non-delivery of sofa

Consumer

Response:

At this time, I have been contacted directly by Urban Express regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[redacted], The person I’d need to speak with is out of the office for the day. I will respond to this email tomorrow morning after speaking with him. Thank you. [redacted]

[redacted]----------[redacted]

[redacted] Michael, Cheryl B[redacted] is in need of your insurance company information. Can you provide it for her and I for future reference and correspondence?Attachments areaPreview attachment [redacted]Image[redacted]John [redacted] <[redacted]>Aug **to Cheryl.b[redacted] Cheryl, Is there something I can do to try to take this company into arbitration? [redacted]

Consumer

Response:

At this time, I have not been contacted by Urban Express regarding complaint ID [redacted].Sincerely,

Review: I puchased furniture throuch [redacted] who uses this delivery service to deliver their products to consumers. For $100, [redacted] contracts them out. I was supposed to receive this delivery on Friday, May **. The company was expected to call me the day before to set a concrete time window. That never happened. I contacted them on Friday numerous times being given numerous time windows. Each time a delivery period passed that I was given I would call them and they kept giving me a new one until the end of the day when a worker told me that it just wasn't coming and he would reschedule it for Saturday, the next day. The delivery time frame comes around and there is no phone call and no delivery. I call the company again and they give me the same nonsense responses as before. New time window, sorry, etc. I spoke with a [redacted] who promised me that I would receive it between 5 and 9 PM. It never came and we never received a phone call apologizing, delaying, or anything like that. On Sunday, two days after the delivery date, I call them again and speak with a [redacted] who tells me she will look into it, call [redacted] and their [redacted], and give mr a call back "within a few minutes." Never happened. I called [redacted] to complain and to have them help figure it out. They get in touch and schedule a delivery between 2 and 6. I call the delivery company again after I'm off the phone with [redacted] and they tell me that it's going to be delivered between 2 and 6. I asked them to shorten the time frame or give me some concrete assurance that this delivery will actually be made. They refused to do it and said that I just have to wait. I'm not quite sure what the desired outcome should be aside from this business shutting their doors for good. Many of the workers are disrespectful on the phone and they give hollow assurances. All I want is my delivery and a refund. Still waiting for the delivery. Still very frustrated.Desired Settlement: Close the business

Review: At the end of January we placed an order with [redacted] - bed frames, mattresses, dressers, a couple of recliners, and some other items. We were given a delivery date of Feb. *, 2015 with the 4 hour window of 2 - 6 PM. This order cost us nearly $3,000 with shipping. Feb. * arrives and at about 2:15 PM we get a call telling us the old "truck broke down" story, and NOW the earliest time we can get our shipment is the following Tuesday! My family and I are moving out of state and the original delivery date would have corresponded perfectly with the schedule of our moving truck. Tuesday is too late!! Phone call after phone call went unsatisfied, transfers from this person to that person and no one seems to know when or IF we'll get our delivery, nor do they care!! Absolutely NO help at all. We spent our hard-earned money on this furniture (as well as the shipping fee) for our new home, and now to add to all the other stresses of a big move such as this, our family may be reduced to sleeping on the floors for want of beds!! This is absolutely UNACCEPTABLE!! My husband and I are beyond stressed so this is causing us mental anguish as well.

I had filed this complaint with the Revdex.com back in February and was assured by Urban Express that I would receive a refund of my $144.00 delivery charge. I was told I would receive a check in the mail. It is now April **, 2015 and I STILL have NOT received the check. I have contacted Urban Express but have not received a response. I want my refund check mailed ASAP. I do not want to wait another 6 weeks for this check! They got their money from me the day I placed my order; they did not have to wait 6 months to be paid!

My previous complaint ID was [redacted]. I thought it was resolved because I was told I would receive a refund, but it turns out it was NOT resolved!Desired Settlement: I want the refund check put in the mail this week. I want to receive it by May *, 2015.

Business

Response:

Let me look into the matter I was under the impression this issue was resolved and closed out.Just a quick question?You did not receive a refund for the delivery on your Credit Card from [redacted] is this Correct ?

Review: UrbanExpress is a third party contracted with Ikea. I paid for service for assembly and delivery purchased from Ikea and the whole process was set up by Ikea and Urban Express. The first delivery took place 7/*/13 and some products were damaged during assembly by Urban Express and some products were delivered damaged. Second delivery and assembly for the damaged items were scheduled for 7/**/13, which the appointment was confirmed the day before and the morning of the service. I received a call that evening that they could not come and I wasted a whole day waiting for them. The appointment for the delivery and assembly of the damaged items were rescheduled for 8/*/13 and the new items were delivered in replacement of the damaged items, which were picked up and taken back to Ikea. I was told the assembly team would come later that day and I received a call that evening after 6pm that the assembly team could not come and they wanted to reschedule. I was out of country for the second week of August so I asked them to reschedule for 8/**/13 since I can only be home on Saturdays, which they agreed. I came back home from overseas and called Urban Express on 8/**/13 to make sure my appointment was set up to avoid surprises that I already received from previous experiences with them. I was told my case has been closed and I need to contact Ikea directly and create a new case number and go through the process all over again to get my assembly scheduled. Their explanation of my case being closed was because there was no physical activities recorded for a long time and the system automatically closed the case. First, the lack of activity was due to their cancellation last minute and not mine, and last activity was on 8/*/13 and it is surprising the case is closed due to no activity within 20 days or so, which is less than a month. I explained the fact I work and my time is not flexible enough to be on the phone being constantly transferred or on hold to be calling Ikea especially when this problem was started on their fault and they continued to postpone to resolve the issue. I even spoke with the manager about the issue and she insisted they could not do anything until new case number is created by Ikea and express of my frustration bothered them and the only response was "uh huh" and "oh, well..." without any apologies. Next, I called Ikea and they were confused why I needed a new case number and was not even aware that the assembly was not done. I am now on the phone with Ikea for the second time today being on hold for an hour since they are trying to get this matter resolved directly with Urban Express and having a hard time as well. Urban Express has wasted days worth of my time by having me waint for them every weekend and waste time on the phone while working almost every day since this case has started, which created enormous stress for me for almost two months now. please investigate this matter.Desired Settlement: I want this assembly done by this weekend or asap. I also demand an apology for their lack of skills while this issue being handled and Urban Express management team should be trained properly to invetigate customer complaints rather than avoiding the issue. I also think the whole company should be re-evaluated for their skills and trained.

Business

Response:

To whom it may Concern,

This company was hired to deliver equipment. Upon leaving, they knocked my mailbox down. In order for them to remedy the situation, they took over a week to get back to me. The process of submitting a claim for an item like this and a waiting period of 1-2 months was insane. The amount of paper work needed and organization to get this fixed was ridiculous. "Protocol" must be followed was their only explanation -- My mailbox got knocked down -- I paid them to deliver and put it together and now I have another mess that I have to clean up. This is not the type of delivery "protocol" that will make me want to purchase something again.

Review: We purchased a basketball goal back in April 2013 that was supposed to be assembled by UX Assembly. After 10 days of waiting for installer to come out, the installer placed the post of the goal in the wrong location. He did not reference any of the flags that were marked in the yard and did not have all of the equipment needed for the install. When we contacted UX Assembly they were going to look into the problem. It has now been over 3 weeks, and we still have yet to determine a resolution. We have a huge box sitting in our garage with the basketball goal in it and a post concreted into the yard and still no goal for our boys to play on.Desired Settlement: We want the pole to be placed in the correct location and the goal to be assembled. That is the service we paid for, and we want to see it finished.

Business

Response:

Response to customer: [redacted],

Review: I purchased the countertops from [redacted] and they used Urban Express for delivery. I called [redacted] to confirm at 2:30pm on Saturday to confirm the delivery time frame which was 12-4pm Saturday 2/**and they said they would come between 3-4pm Saturday 2/**. Urban Express said they came to my door but they didn't attempt to ring my door bell or call my alternate number which was provided in the contract. I was home all day waiting for them and got a voice mail on my cell phone afterwards saying it was a failed delivery and to reschedule. I immediately called them back within the 10minutes they requested that I call them back, but they said the driver had already left. They want me to pay another $80... for delivery that may or may not show up for and to go all the way back to [redacted] in NJ (which is in another state) to reorder. I am so furious they wasted my time and money for service they didn't provide and implying that we are lying.Desired Settlement: They need to make every attempt to deliver the products including ringing the doorbell and calling my alternate phone and not just drive by.

Business

Response:

Case # [redacted]

Customer Name: [redacted]

In response to the customer’s claim:

In investigation of this matter, I

have found that the original delivery was scheduled for 02/**for the 12:00 –

4:00 time frame. The driver attempted deliver at 3:41 on 02/**/14, at that time [redacted] did not answer his door. The driver did wait

15 minutes and then left. In response to [redacted]’s complaint, I did pull

the GPS of the driver assigned to this order. According to the GPS, the driver

was on site for 15 minutes.

I have reached out to [redacted]

[redacted] on 02/**. In discussing this matter with him, he let me know that he

already picked the item up from the furniture store himself and did not need

redelivery. He also let me know that he disputed the charge with this credit

card company. I invite [redacted] to

discuss this matter further with me if he wishes, pending the outcome of his

credit card dispute. My contact number:

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

There was no offer given, so its hard to accept or reject the complaint, just an explanation which I have already discussed with ** and [redacted] on the phone. Driver still didn't make it to my door or ring my doorbell alerting me to his presence, and when I called them with in the time frame receiving the voicemail. I waited on the premise the whole 4 hour time window for the delivery and have a witness who can vouch for my whereabouts and wasn't called until after the fact. They said there was nothing they could do, I had to repay the fee and make arrangement with [redacted] to get the driver to come back out.

I have since had to find other means to pick up my product. I am waiting for clear from the Credit Card before ending the complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am only keeping this open in regards to the fact that the credit card complaint is still open. Once been reviewed and the claim is closed, I will know if it has actually been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer is allowing the complaint to stay open until his credit card dispute has been closed. Revdex.com Please be advised. Thank you

Review: The Urban Express has been recommended to me by the [redacted] IKEA store for book cases/shelves delivery and assembly. It was a consumer's nightmare to deal with the Urban Express's customer service. First, they failed to deliver a part of the book cases on 09/**/2013, order# [redacted]. They lost it as they said to me in a warehouse and it took them 2 weeks to replace the part. Second, they gave me an estimated price of installation as $123.90. That price they effectively changed later to $197.40, but forgot to include an installation of the wall unit. They never explained to me a break up of assembly charges and it was a shock to me to find out in a process of bookcases installation that the installation of the wall shelf (a bridge between 2 bookcases) require the additional charge. When I called them on 09/**/2013 with a request to include the charge (willing to pay it over the phone or by any other form), they refused to include it and demanded to reschedule the installation to a different day. I have explained that the biggest part of the bookcases is already installed and I don't have a space in my small apartment to keep assembled uninstalled parts. I also explained that being handicapped, made it a health hazard for me to keep fully assembled book cases on a floor in a cramped apartment space. But they did not care . The manager I talked to accused me in the mistake they made and said that it will require too much time and special skilled team to install a wall unit. That was an outright lie. Installer actually came to my place 1 hour earlier and he was trained to install wall units. He installed privately the wall unit for me in 15 minutes since he understood that there was no space to keep assembled items on a floor in my apartment. However, the undelivered book case part has been scheduled for an installation on 10/**/2013 and the Urban Express warehouse failed to send an installer on a scheduled day and time. It takes anywhere from 30 to 40 minutes to reach a customer service. I spent hours on a phone first trying to locate a missing part, then trying to include the charge for a wall unit installation and eventually to find out when the installer of the missing part will come by. As a result of unexpected missing part installation changed date, I have to cancel my doctors appointments as well. The manager I talked to on 09/**/2013 has been rude and accusatory. When I came up to a warehouse to pick up the missing part in order to speed up the process of installation, they made me wait for ever since they admitted they forgot about me. I believe that that dealing with the Urban Express as organization was an extremely time wasting and humiliating experience for me as a customer. I never had such an experience with any other company and this is the first time I am filing any complaint with Revdex.com. When I tried to resolve issues with the Urban Express management, they stone walled me.Desired Settlement: I request a credit to my credit card account (on file with the Urban Express) of $50wall unit installation fees that I have to pay out of my pocket and additional $50 for inconvenience and humiliation I have experienced with this company.

Business

Response:

Case # [redacted]

Customer Name: [redacted]

In response to the customer’s claim:

The customer and I have spoken on the phone and discussed the issues at hand. A resolution has been reached and we are currently in process of issuing a refund to the customer.

I am very sorry for any Inconvenience which this situation may have caused. At no point in time is this portrayal of our service supported by ownership and since, the representative in question has been coached and re-trained to prevent an issue as such from occurring in the future. Do to the inconvenience involved, a refund of $100.00 will be issued for the Assembly aspects which was poorly communicated to the customer and did not occur as proposed by UX.

An e-mail will be received by the customer with confirmation shortly and the refund should take affect within the next 7-10 business days. Once verification has been received, the customer must contact her back and provide a copy to ensure proper payment processing.

If any questions do arise in regards to this claim, please feel free to contact me at ###-###-####

Thank you for your time,

Recruiting and Training Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We purchase $14,000 in merchandise from Ikea Atlanta on multiple occasions. We scheduled and paid for delivery services. URBAN EXPRESS IS THE DELIVERY COMPANY

Multiple times we scheduled deliveries. the first time, there were no problems.

Second, third, fourth, fifth......URBAN EXPRESS gave excuse after excuse. "the driver didn't want to go down the hill" "the driver couldn't find street" "the driver couldn't find house"

this is a rural, mountainous area. Cel service for some providers may be sketchy.

I explained this to the company MANY times....I gave the company explicit directions to the house. Which is not that difficult since it is in a major upscale subdivision. Our driveway is right on the corner of 2 streets, which I conveyed to them. I put a 3 foot sign at the edge of the driveway, just so they wouldn't miss.

But that is just the tip. We had several issues with the delivery. This last time, the delivery window was 12noon to 4pm. I called them 3 times prior to 12noon. to make sure they had correct phone, to make sure they had the exact directions, to make sure they knew to go to the house even if they had no Cell service, to make sure they knew that there was an extra sign put at the end of the driveway...

They kept telling me "yes" they know...

By 3pm...nothing. I called..."Oh yes, they are on the way"... 4pm "driver is running late, will be there in 1 hour"...5pm " driver still coming" .

THIS WENT ON TILL 9PM ! NO ONE SHOWING UP !!!

Then I get an "automated" call, saying my merchandise had been delivered...

I called them again at 9pm...all they said is that they couldn't help me and to call Ikea in the morning..

This is a new house under construction, You can imagine how frustrated and angry I am.

My husband said he will never buy anything more from IKEA . And all my neighbors hear about this as well....As well as every complaint web site I can find.Desired Settlement: I want my purchases delivered promptly and delivery refunded for all of this frustration and lies

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Urban Express has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: Per IKEA the delivery company was to arrange delivery of their product to my residence. The only contact received from the delivery company was stating that the driver was at my home and would wait 15 minutes then leave. The woman leaving the message was uncertain as to the number to contact for arranging another delivery. She actually had to yell to a colleague to confirm the number and then repeat it again on the voice message. When I contacted IKEA, they said I had to pay for a second delivery.Desired Settlement: I want a call to speak to a live person to schedule delivery.

Business

Response:

Case # [redacted]

Customer Name: [redacted], [redacted]

In response to the customer’s claim:

I am very sorry for any inconvenience

which this situation may have caused. I further apologize that the

representative that called you did not have all of the information handy when

she left you a message.

In investigation of this matter, I

have found that the original delivery was scheduled for 02/** for the 12:00 –

4:00 time frame. The driver attempted deliver at approximately 12:15 on

02/**/14, at that time **. [redacted] was not home. The driver did wait 15 minutes

and then left. I show further that on 02/** the furniture company authorized

the redelivery and that it was scheduled for 02/**. According to our records

the delivery was completed on 02/** signed for by [redacted].

I have reached out and left

messages for **. [redacted] on 02/**, 02/**,

and 02/**. I have not received a response. **. [redacted] is welcome to contact me

at her next convenience if she wishes to discuss this matter further: ###-###-####.

Sincerely,

UX

Specialized Logistics

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

?

I am responding to the email for my Complaint #[redacted]. This is not resolved.

The company response is correct that they showed up at my home on 2/**. However, they failed to mention the delivery was not scheduled with us. They just showed up. They claim they left us a voice mail the day before saying they were coming on 2/**. We received no such message.

My husband received a call when the driver arrived at our house on 2/**. He was told by a female company representative that the driver would only wait 15 minutes for someone to arrive at the house to receive the delivery. He could not do this and the driver left. It is interesting to me they were able to contact him on 2/** when in my driveway but not to schedule the actual delivery. In order to get my delivery I had to pay an additional 53.00. This is a total scam!

If I didn't need this product in time for my daughter's birthday I wouldn't have paid this additional fee. I would have cancelled the order rather than go through all this grief dealing with unethical business practices.

When I spoke with IKEA, the IKEA representative called the delivery company while I was on hold. IKEA shared with me the story of leaving the so-called voice message so the delivery company was requiring me to pay this fee. The delivery company said they left a message saying they were showing up so someone should have been at the house. Essentially they claim it is my fault I wasn't home to receive a unscheduled delivery, so I should pay them a second delivery fee.

I shared my concern about this happening again with the IKEA representative. He told me to schedule directly with the delivery company to avoid additional proble**.When I called the number IKEA gave me, the delivery company said they only deal with IKEA directly, not their customers. So I actively tried to solve the problem with the delivery company directly. The delivery company was unavailable for me but was all too happy to take my money.

Following this, I called Revdex.com. This is my first time I have made a Revdex.com complaint. But this is a scam. In no way does it represent good business practices. I want my 53.00 refunded.

Sincerely,

Sincerely,

Business

Response:

Case # [redacted]

Customer Name: [redacted], [redacted]

In response to the customer’s claim:

I do apologize again that **.

[redacted] feels inconvenienced. Our records indicate that **. [redacted] was called on

02/** by a live customer service representative to phone number ending [redacted]. In

listening to the recording of this call, a voice mail was left to an answering

device that started, “Thank you for calling [redacted]....” I further show that

on the same evening of 02/**, phone ending [redacted] was dialed by our automatic system

and a message left. On the morning of

the scheduled delivery (02/**), phone number ending [redacted] was dialed by our

automatic system and a message left.

At this time, I would like to

extend a good faith refund of $27.00, which is one-half of the redelivery fee

imposed by the furniture company. If **. [redacted] would like to discuss this

further, I invite her to call me directly: ###-###-####.

Sincerely,