Why won't IKEA listen to service complaints rather than telling customers to bug off?

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  • Updated 11 months ago
When I received really bad service from IKEA (it took over two months to get 2 cabinets delivered and the delivery was a complete mess (see http://www.seanglass.com/wordpress/?p..., IKEA responded by saying the only way I could complain or be heard was to write a letter to them. Has anyone else had this sort of brush off experience? How can we help them improve? The experience has really put me off IKEA.
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I ALSO FACED A COMPLETE MESS IN IKEA DELIEVERY SERVICE. IKEA DELIVERY
CAR WAS IN FRONT OF MY HOUSE AND REFUSED TO GIVE ME THE DELIVERED
PRODUCTS SINCE IT WAS A TINY MISTAKE IN STREET. I HAD TO PAY THE DELIVERY
ONE MORE TIME (AND DELIVERY CONDITIONS STIPULATE TO PUT ALL THE
PRODUCTS TO THE APARTMENT). THE FIRST TIME MANAGER OF IKEA DELIEVERY
DEPARTMENT DIDNT EVEN TRY TO HELP THE SITUATION WHEN THE CAR WITH ALL
MY PRODUCTS JUST LEFT.
AND ALL THAT CONSIDERING THAT I SPENT 6 000 EURO THIS TIME FOR IKEA PURCHASE.
THIS SITUATION REFLECTED VERY NEGATIVELY ON MY ATTITUDE TO IKEA CUSTOMER SERVICE.
I HAVE NO DESIRE TO COME BACK TO THIS SHOP ONE AGAIN.
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Where I live in the US, IKEA delivery is by an independent provider. I don't think you can hold IKEA accountable for their poor service. However, IKEA should take the opportunity to make amends in some reasonable way. They OUGHT to, anyway.

No matter, you learned a lesson about retailing the IKEA way. They don't sell high class furniture and they don't have high class service. Their employees are paid barely above minimum wage. They try to care, but be realistic, for less than $10 an hour for stunningly hard work, it is hard to truly give a chit.

If you want the best, don't shop IKEA. If you want to save money and it does not matter that your children will not inherit your classy stuff, buy IKEA. It is better than living out of brown cardboard boxes.
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IKEA is a very unprofessional business. Their customer service treats you like dirt when you try to exchange stuff that malfunction during assembly due to an obvious IKEA factory defect. First and last time we will ever go there again. Why be humiliated and allow yourself to accept such treatment by customer service when it's obvious they just don't care? Go to Walmart, Kmart or Target for cheap furniture. At least they accept defective returns graciously.
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I had similar experience. If You try to bring some back for exchange.
And the so they called "customer svc" is to arguing or brianwashing you to tell you nothing wrong with the item you brought back. If you insist to return it, then they said no to you and the reason is that it is already assembled. So it is considered as "used" If you read their fine print on their receipt. They do not accepted previously assembled merchandise. Can you believe it this "Ridiculous Return Policy " from one of the main retailers in US.
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yep they are full of shit, I have had the same game with custom made worktops. you pay extra they cut them wrong and blame you. Then you have to wait another 5 weeks for new ones to arrived damaged. you have no choice but to accept them as you been waiting so long and they dont even want you to have damage discount. I hope they go into liquidation !
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but not excited about IKEA !
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Ikea has the worst customer service in the world. We can't assemble a whole wall of shelves they included one lousy defective screw in the box. Wasted 180 mile round trip to buy the shelves, hours on line and on the phone begging for the part, and they still can't help us. I would never buy anything from Ikea again. Crappy big lot junk store hiding behind a fancy name.
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I too am totally finished with IKEA and really can't understand their lack of customer service. Here's another IKEA story. On January 19th, 2009, I purchased 2 display cabinets both were $79.99. I know since it was both on their website and displayed at their Costa Mesa store for that amount, (which it has always been $79.99)
After loading the 2, BIBY products I proceeded to self check but was helped by an IKEA cashier. I made the mistake of not checking the charge at the time of her ringing up of the merchandise but loaded the purchase and proceeded to my 4 hour journey home near Fresno, CA. That night, after getting home I checked the receipt and saw that it rang at $99.99 each. I did not worry at that point since I thought that I could simply call the store and have the difference of $20.00 per unit plus tax, credited back to my Mastercard. I started the process the next morning and the person on the phone, (Gave her my transaction # and other information) recognized the error while even stating "It looks like you were overcharged $20.00 each", I replied "Yes, could you please credit the difference to my card since I'm 4 hrs away and I've already assembled the units and can't come back to the location. I was given a "case number" and was told that a rep. would go over the transaction and call me back within 24 hrs. All seemed logical. Well, 3 days later they did call but stated that the units were not on sale that day while I kept pointing out that they were marked at the regular price of $79.99 each, both at the store and on the website. The person did not hear my reasoning although he acted sympathetic but insisted that the units were not on sale, again, marked as $79.99. I can't believe this. There was much more to the conversation and I totally kept my calm while trying to help him to understand. Again, I can't believe his refusal to credit back their barcoding error. Update: 1 hour since the last conversation.
I got a call back from the gent that I spoke to and he IS going to credit the difference. he stated "When a customer doesn't demand and insist we'll look into the information provided further". The information that I provided was simply asking him to check with their price on the floor and the price at their Costa Mesa, CA location webpage. I'm receiving the difference but his quote "When a customer doesn't demand or insist" creates allot of thought of whether or not I will ever step foot into an IKEA again.
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I too am totally finished with IKEA and really can't understand their lack of customer service. Here's another IKEA story. On January 19th, 2009, I purchased 2 display cabinets both were $79.99. I know since it was both on their website and displayed at their Costa Mesa store for that amount, (which it has always been $79.99)
After loading the 2, BIBY products I proceeded to self check but was helped by an IKEA cashier. I made the mistake of not checking the charge at the time of her ringing up of the merchandise but loaded the purchase and proceeded to my 4 hour journey home near Fresno, CA. That night, after getting home I checked the receipt and saw that it rang at $99.99 each. I did not worry at that point since I thought that I could simply call the store and have the difference of $20.00 per unit plus tax, credited back to my Mastercard. I started the process the next morning and the person on the phone, (Gave her my transaction # and other information) recognized the error while even stating "It looks like you were overcharged $20.00 each", I replied "Yes, could you please credit the difference to my card since I'm 4 hrs away and I've already assembled the units and can't come back to the location. I was given a "case number" and was told that a rep. would go over the transaction and call me back within 24 hrs. All seemed logical. Well, 3 days later they did call but stated that the units were not on sale that day while I kept pointing out that they were marked at the regular price of $79.99 each, both at the store and on the website. The person did not hear my reasoning although he acted sympathetic but insisted that the units were not on sale, again, marked as $79.99. I can't believe this. There was much more to the conversation and I totally kept my calm while trying to help him to understand. Again, I can't believe his refusal to credit back their barcoding error. Update: 1 hour since the last conversation.
I got a call back from the gent that I spoke to and he IS going to credit the difference. he stated "When a customer doesn't demand and insist we'll look into the information provided further". The information that I provided was simply asking him to check with their price on the floor and the price at their Costa Mesa, CA location webpage. I'm receiving the difference but his quote "When a customer doesn't demand or insist" creates allot of thought of whether or not I will ever step foot into an IKEA again.
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I think you can only tell what a company is like when something goes wrong. In December we bought a sofa from IKEA and were told that the guys who delivered whold put it together for us as it was flat packed. It arived today but the delivery guys knew nothing about putting it together. They had received no training .

Trying to phone IKEA is an ongoing battle .. the number I am being given is one of those that charge you.

Not good service at all , shame on you Ikea.
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Okay. I work at IKEA. Let me just fill you in on the horrors of my daily work experience.

First, I'm a cashier, which is the worst job you can have. Ever. I didn't want to take the job, but I had to because of credit card companies continuing to kick my ass even though they're getting bailed out and I am not. I also recently graduated from a four year university only to discover that everything they tell you about finding a great job after you graduate IS A LIE.

I'm being totally serious when I tell you that our training programs are a joke. A laugh-out-loud comedic display of crap. I went to 20 hours of training and ONE of those hours was dedicated to using an actual cash register. It was terrifying. A training course that I recently took was about the great things IKEA does for staying green and having a diverse work environment. My trainer convinced the rest of the class that pollution wasn't our fault. Get this; it was the Vikings! Apparently, THEY destroyed all of our natural resources building ships. Weird! My trainer also informed me that IKEA is more likely to hire an immigrant because "it creates a more diverse work environment." That's just the beginning of my amazing training/brainwashing.

Moving on.
Working at IKEA, especially on the floor, is incredibly stressful. Hearing hundreds of customers a day complain constantly about how hard it is to shop at IKEA takes a ton of patience to deal with. Let's just say if you can read, you can shop at IKEA. We're not Wal-Mart, or Kmart, Target. We're not going to pander to your crying just because you can't read a damn sign. I don't know about other IKEA stores, but at the one I work at there are some things we need to make clear.

1. NO, we do not take checks. (There are signs on the door and register saying that we don't do that, so stop looking at me in shock.)

2. NO, we do not have plastic bags. (The aisles are LINED with signs in two different languages that says we stopped using them. They are bad for the environment. You can carry your stuff. You have arms and carts and children and purses and SUVs and three thousand other plastic bags at home that you can bring.)

3. YES, you have to buy a bag if you purchased a large quantity of items and you don't want to put them in your cart or carry them. (They are huge, durable and reusable! You don't have to use them just at IKEA. You could use them every time you shop for groceries and do your part in helping our planet in crisis. And quit saying that I'm just trying to make commission because no matter how many fucking bags I sell, I'm still making eight dollars an hour.)

4. YES, you have to pick up your own stuff in the warehouse. (IKEA is self-serve. That section of the store is clearly labeled "Self Serve." It means you serve yourself. You pump your own gas. You wipe your own ass. Do it yourself. If you are unable to lift things, just ask someone! We'll do it for you! Seriously, I saw a man without legs load his own stuff without accepting help.)

5. YES, you have to assemble it yourself. (If I can do it, you can do it. READ THE INSTRUCTIONS. There's pictures. Don't call for assembly because I guarantee that those guys know about as much as you do about assembling. IKEA cannot be as inexpensive as it is if we pre-assemble the items.)

6. NO, you cannot return items after 90 days or without a receipt. (Come on, that's pretty reasonable of us to give you three months to take it back. Don't be stupid and try to return a pan that has crusty food stuck to it because you used it for three months without using non-stick spray. True story. You can't return a coffee table with rings on it. You can't sleep on a mattress and return it with stains all over it. The deal is that IKEA doesn't take anything back that we can't put back out on the sales floor. It's another way to reduce the cost of our products. Our return policy is written on the front and back of the receipt clearly, multiple times and in bold print.)

I'm not trying to make you feel inadequate, because not everyone is like you, but I hear these things several times a day. Please don't yell at the cashier because something went wrong. Everything is not my fault. I'm not your therapist. Just because I'm the last person you see before you leave doesn't mean that I can do anything about it. I can only try to make your exit from IKEA go smoothly. Also, I can tell you a secret. We don't give you ANYTHING if you yell or scream about your experience. No discounts. No freebies. I've been told by my boss that if someone gets aggressive or rude to stop the transaction and move on to the next customer. Please, try to be kinder to your retail workers. It's a hard job, nobody does it for fun and throwing a fit doesn't make your shopping experience anymore worthwhile.

Whoo! I feel better!

Thanks for reading!
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Consumers "throw fits" because its frustrating when hard earned money is spent on defective merchandise or missing parts and merchants like IKEA refuses to exchange, issue store credit, and/or refund one's money for the full amount paid. Instead customer service agents like yourself act indifferent, offers no empathy, and worse, blames the defective merchandise on the consumer. As if we would knowingly buy merchandise that has been damaged or missing parts. How would one know unless, one opens up the merchandise from its original packaging? But once its been removed from its original. packaging IKEA refuses to offer any kind of exchange or refund. Then on top of it, consumers are encountered with retail works such as yourself who are lazy and don't give a damn about offering genuine customer service! I am a mom of two and had driven over 60 miles to my nearest IKEA store to return a defective item that was purchased within 2 days and was told it was non-refundable because it was removed from its original packaging. No apologies. No exchanges. No service. . .

Just because you have a 4-year college degree, doesn't automatically entitle you to a high paying career especially if you don't have the drive and a positive attitude toward those hard working consumers (whom without, IKEA would not be in business). One day, just like some of these "untouchable" banks and corporations, IKEA, too, will be liquidating and going out-of business.

If you're already whining about being a peon in a mid-level store such as IKEA, then you're not going to make it in the corporate world. . .Take off your mother's panties, grow some balls, and grow up!
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george

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Dearest BunnyFoo,

I too work in retail, for 20 years now. I liked it so much that I opened my own retail establishment. I too have a college degree. Staying in retail was my choice, and you made the choice (albeit under duress) to work in retail.

Let me give you a little reality check. The majority of customers by and large are not stupid, nor are they rude. They are in a hurry, and used to certain universal policies that most retail establishments maintain. Yes, IKEA is different, but cheap prices and cool designs are no excuse for bad customer service. I was kept on hold for forty five minutes, when I was trying to get new floor guards for my $1400 sofa and ottoman, which wore out after a year, only to be told that since it was over ninety days, the only chance I would have to get them would be if I went to the store and asked the repairs and parts department. They could not tell me over the phone if the part even existed over the phone, nor would would they connect me to anyone in that department because "they don't accept any incoming calls". My only alternative was to drive an hour and a half to the nearest store and be at the mercy of yet another underpaid, disinterested IKEA customer service specialist, who may or may not sell or get me the parts. How's that for service? And "asking ANNA" on line is a total waste
of time, not unlike phoning the store.

You yourself said that IKEA's employee training was a joke. If you were upset by their inadequacies, how do you think that we as consumers feel when we venture in once or twice a year, expecting IKEA to function like most normal retail establishments? The propaganda keeping prices low by having inflexible return/parts/service policies is just brainwashing fed to IKEA's employees. No consumer is stupid enough to believe it.

I'm sorry you are so put out by having to explain over and over again why IKEA doesn't provide bags. People don't notice signs that says IKEA doesn't accept checks because all other stores in their league do, so get annoyed at your company's policies, not the consumer, who btw is the reason you have a job in the first place.

Writing your return policy on the back and front of the receipt is fine, but a little after the fact, don't you think? As far as 90 days is concerned, it's totally reasonable, and a few people do try to take advantage. So welcome to retail. If you don't like dealing with 90% nice people, and 5% stupid people, and 5% horrible rude idiots who will never be satisfied, then get a different job. You chose college. You chose to get into debt to go to college. You chose to work at a store with a reputation for crappy customer service that pisses off customers and makes your life miserable. Choose to find a different job. But don't in any way use your bad experience with customers to justify your choice of employer's horrible customer no service. Time to grow up, BunnyFoo!
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curly

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I shall call myself Curly.....
Anyone reading this understand that the above post is YEARS old.... that being said MUCH of what the poster stated about "if you know how to read or follow directions clearly written you can shop at IKEA" is true. IKEA's prices are kept low because of our "self serve" shopping idea's. We DO NOT KEEP YOU HANGING though if you are missing a part or need a part. in our returns or "AS IS area you should find a parts wall with numerous parts for you to pick out and take as many as you need. IF you don't see the part talk to a returns coworker and they will find the part for you. ALSO our store based customer service team will work with you to create a case and send the part to you if you are a long ways away from the store.
Finally, as of 2012 IKEA offers the following services for ALL CUSTOMERS.... (yes for a price but we offer it) 1. Delivery. 2. Picking and Delivery (we pick the items and deliver them for you. 3. Delivery and Assembly and 4 Picking, Delivery and Assembly. all services are available with prices STARTING at $59.00 (U.S.) $99 for Picking and Delivery. IKEA will work with you to resolve any issues you may have. We must, after all we are the largest home furnishings store in the world. so we must be doing something right.
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They advertised a stock pot, regularly $40 for $10. One per household, while supplies last. Store opens at 10 AM - they offered free breakfast between 9 - 10 AM so I got there about 9:30. I noticed they were giving something out at door, looked like a flyer about the breakfast but I already had the ad from Sunday paper. Had breakfast, then waited in the line to get in store. 10 AM I enter and look for stock pot. None in the kitchen supply area. The other item I was looking for from the ad was there and I got my limit. Someone said you had to have a coupon to get the stockpot and they were up by the checkout counters. Strange I thought. The paper ad nor the TV ad say anything about a coupon or first so many customers. I go to checkout and see the stockpots being held hostage on the far left wall by the clerks. They would not sell me one without the coupon they gave out before the store opened. I had to make a scene but I got my stockpot ("someone gave their coupon up"). IKEA practices deceptive advertising and I will not let one of their ads lure me back to their store again.
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DO NOT SHOP HERE. You are better off shopping at any store, rather than Ikea. Unfortunately this includes Walmart, Target, Sam's Club, etc. Their return policy is awful, their customer service is awful and they simply make it very hard to be a satisfied customer. It's truly a ghetto storel. If you're a college kid and plan to burn or give the furniture away when you're done with it, maybe. Otherwise stay away.
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James Thomas

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Hey people...its just a store...if you don't like it don't shop there. Give it a rest. I've had bad experiences everywhere from walmart to fortunoff. You can find a website just like this for every store in the US. Its just furniture folks, lets get a reality check here...ever had anything really bad happen in your life? Guess what? Those things have little to do with buying furniture or pots and pans...if you can't handle a return policy you should become a recluse and just give up.
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Agreed. However, when an item is defective and returned within a reasonable time (two days) with a valid store receipt, and IKEA still will not issue a refund, then it is not the fault of the consumer. How does one know if the item is missing part(s) or defective unless it is removed from the packaging.

Ikea considers this as used merchandise and will not accept it nor will issue a full refund. Consequently, the consumer is out of luck, stuck with the defective merchandise, and no refund. This not the fault of the consumer. Brushing it off as a "bad experience" is telling consumers to look the other way. . .that it is acceptable to buy new merchandise that have defects and/or missing parts and not get a refund or even an even exchange.

When buying new, item(s) should be new -no dents, scratches, and missing parts. Simple as that.

It sounds like it's not the rest of us consumers who needs a "reality check," but you.
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Tom Vu

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I bought $2000 worth of kitchen cabinets from Ikea in College Park, MD on July 3, 2009. There were more than 80 items when I picked up and the clerk refused to go over the order with me to make sure I got everything I ordered. I took the cart outside to my truck and checked the receipt as I load them to my truck. I found one item was missing (metal rail) which worth about $3 dollars. I went inside to complain to the clerk about one missing item but she refused to help. I asked for the manager and she was combative an rude. She said that Ikea is not the home depot as prices are low so don't expect the same services. I finally got the missing piece but will never shop here again. Customer service is a total crap here.
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seegoer

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IKEA is responsible for delivery even if they use a third-party company. After all, IKEA determines which shipping method to use. Therefore, they directly determine policy. I won't buy online anymore. They won't tell you which day the item will arrive. It's very disrespectful to the customer, because you can't plan to be home. I tried to cancel but they won't let me, saying the item has been shipped (two days ago). It seems to me they're trying to have it both ways: They don't know when it will be delivered, and then say they can't cancel because it's been shipped. Never again.
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I have two bad experience that turn me off from Ikea. I would advise strongly that you reconsider if you want to shop at Ikea.
1. I bought a wardrobe from Ikea. I was told to pick up on the same day. Three of the pieces of the wardrobe is big and heavy. So, I sent my contractor to pick up at night. When he got to Ikea, waited for 40 minutes, he was told one of the pieces is not available and he has to come back half to one hour later or the next day. Com'n, we have paid for the item and it is not available for pick up? Also, one of the pieces is damaged. The next day, I went back to the store to make sure, and was promised by the store manager, that the two pieces will be put aside so that my contractor can pick up when he gets here at night. So my contractor goes again the second night. However, the piece that replacing the damaged one has not been set aside at all! worse still, he was told that it is out of stock! We went back a week later today and was promised that it will be set aside for my contractor to pick up.......my contractor and myself have run at least five times for this $1100 purchase as if Ikea never appreciate our business.
2. We also bought a metal box with "as-if" condition. However, when I went back and unwrap it, my finger was cut by a deep dent at one edge. There is no way to see the dent at the store because there was a sticker there on the wrap (I would think it is purposely done so). The box cost only $5, not a big deal, but I brought it back so that I can tell Ikea that this is not right.
However, guess what? very interesting. You can see Ikea's customer service attitude and philosophy from such small thing like this:
(A) the girl at return counter told me that the dent should not be sharp enough to hurt someone.
(B) the manager comes, he told me that this is "as-if", can not be returned. I told him, this is cheating because the dent was intentionally covered. Besides, this is a consumer safety issue as well. These two argument should take priority over the "as-if"condition.
(C) the manager also said that he did not wrap this. Isn't this funny? of course I know that he did not take the plastic bag, sticker to wrap this. But the wrap is still done by Ikea (with a Ikea sign on it!), and that is still what I mean by cheating!
(C) I get the manager of the manager over. I told him that this is the safety issue and I could put them to court. He kind of telling me that he is not afraid to go to court because he has been there many many times.....Com'n, is he saying that consumers have been taking Ikea to court extensively? Ikea must be doing so badly that he has alot of this court experience! the statement say it all! Anyway, he did give me store credit at the end....unapologetically.
$5 is a small matter. I really do not care if I do not get the $5 back. My point of taking the item to Ikea is more to tell them that this is not the right thing to do (wrapping the dent area so that it is not seen and sell item "as-if") if this is done intentionally. If it is unintentionally, all they have to do is apologize for that (because someone get his finger cut!). However....you can see from the above experience for myself.....do you want to visit Ikea again? not me. I won't spend another $1 there. After all, Ikea does not seem to contribute the money back into the society (http://www.economist.com/businessfina...) appropriately.
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elisa schweizer

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Having been to Ikea many times in various states and always having fair customer service I was appalled at the treatment and down right rudeness I was showed today at Ikea's Brooklyn location. I showed up this morning to exchange something I bought 2 days ago from their As-Is section. I bought it primarily because I didn't have time to go through the whole store looking for furniture with my one year old in tow. When the item did not work in my space I looked at the receipt and there was no reference to "exchanging" as-is furniture. The only reference says no refunds; therefore I loaded the item and my son in the car and drove 35 minutes to the store. Arriving at the store I was told to take a number in which I would proceed to wait 45 minutes to see a sales associate. She as very rude informed me that they will not take the item back; I tried to explain I just wanted to exchange it for another item in there as-is section. Finally she called her manager which was just as rude and was actually laughing with the girls making a joke of us. She called the two store managers which explained to her I would have to wait. After waiting for nearly one hour (with my 1year old) the store managers John and Jason who told me that, yes I was correct that it did not say on the receipt, nor was it posted on the wall behind the counter stating their policies however there is a small sign stating it in the As-Is room. I explained that one would only see that sign if you happen to go all the way in the room; as I did not because there happens to be so many items, they spill onto the space behind the registers. I tried to explain my point when he abruptly said "I am done talking to you. and told me if I wasn't buying anything I needed to leave. He then called security to escort me out. Wait...this 6 foot 250lb plus man is scared of little 5'6 125lb me and is calling security? Are you kidding? I asked for the corporate offices address and number he refused to give me the address instead one of the other managers gave me the 1800 # and he said I could go on line and find out for my self the address. When asked what the names of the sales associates/mgrs I spoke to he refused to give me the information saying I am the only one you need to know and my name is Jason as he laughed. I can not tell you how ignorant and rude this individual was and he is representing the company, this is an embarrassment in this economy I don't know how any company can survive with this type of disregard to the customers! We are the ones who keep their doors open! Thank twice before visiting and purchasing at this location!!!
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iv

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was there yesterday, the cashier (her name is Michelle, i believe it was cashier counter #8 or 10) was extremely rude. Asked me to take stuff out of my bags like she was ordering some fish tacos in the drive thru lane. when i laid the items right next to her (i would say about 12" away from the chair she was sitting on) she kept staring at the good and refused to count all 7 of them while repeatingly asking me "how many?" and "hand them over to me". when i told her i was not going to do her job she gave me the F word and said i aint doing this shxt no more and get ur shxt out of here. and when i asked for a store manager and her name she said i dont need to know her name and if i want to know, i can ask someone else.
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Evan

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My roommate and I purchased some items from Ikea Sept. 12, 2009. Though we checked out before 5pm, they said they were too busy to do same day delivery. Unlike many other people there, we did not complain.
They were supposed to deliver between 6-10pm Monday, the next day. They came at 5pm and no one was there.

I called back. They came at 8 and called my number, but my phone didnt pick up (Poor ATT service inside the city). They didnt ring the buzzer nor call my roommate's phone number, which was on the delivery form.

They left, but I called back 10 minutes later. They said it was too late and they could not return. They said someone would call me to reschedule.

I called customer service. The 1800 number directed me automatically to a Texas location because my cell phone has a Texas area code. The button option to talk to someone merely repeated the menu options.

I sent an email, telling them about the 1800 number problem and asking them how I can reschedule. I get an email back telling me to call the 1800 number.

I found the new york specific number and called. Instantly, they told me I have to pay for another delivery. $130. They say that there was nothing specific on the delivery form about calling both numbers or ringing the apartment buzzer.

They direct me to specifically home delivery, which goes straight to an answering machine. I leave a message, with phone number and email address.
My roommate spends the next day calling customer service and getting directed to home delivery. The number is either busy or goes straight to an answering machine.
No one has called us back yet. Two people leaving messages, an email sent, and word from the delivery man, and no one has called us back. Is there any way to get in contact with someone at Ikea besides going to Brooklyn and confronting a manager face to face?

I just want to talk to somebody and know when I can get my stuff.

I just want some common sense when it comes to delivery.
If one contact option fails, attempt all that are possible. But I think the allure of another $130 delivery overwhelms that common sense.

I will never get delivery from Ikea again.
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Ron

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I've bought over $600 of furniture with IKEA. During the assemly of the night stand, one of the plastic casters broke. I went to exchange the caster with another new one, but I had forgotten the original sales receipt. I did have the delivery receipt that did list the nightstand and when it was deliver.

Would you believe that they refused to give me a new caster? They did however go back to their as-is department and give a used one. They said without the original receipt, they would absolutely not do anything.

This really angered me so much that I really got upset and told the associate "I've been waiting for over an hour and all I get I get is a damned used caster with scrapes and scratches all over it". I wasn't yelling this, but I did say it assertively. The Ikea associate really got angry and told me not to curse at her. Well she's it seems she's actually never lived in the real world and heard use the word "damned".

I asked for the manager that turned out to be some young girl, who actually brought the store bouncer along with her. Maybe this store is so badly ran that a lot of people are getting angry there? Also, did they know it's illegal for a guy like this to touch anyhone without being uniformed? I'm not sure either if it legal for stores to have police on the premises without displaying a badge or being in uniform.

She said there was nothing she could do and that was it. I told her I would be calling their Corporate offices, but she didn't seem to care.

It's amazing that they would endanger future business with their customers by dickering over a cheap plastic caster.

Wow, a guy like me who's never even had a speeding ticket and is very polite to everyone is almost kicked out of the store by a bouncer.

I will never shop there again and will make it an effort to share my experience will all my friends and family.

The worse experience I've ever had at any store (or really anywere for that matter) in my life.

If they keep this up, they'll go the way of GM, Chrysler (AMC - remember them) and Linens-n-Things.
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Sayeeda Jarrett

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ths is the brnx we dont like to spll crectly unless its necessary
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Tracy Bader

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After spending over $13000.00 at Ikea in less than 1 month on new cupboards, stove, fridge dishwasher microwave and kitchen fixtures
;
Sept 01/09 Purchased new Nutid Dishwasher Mod# IUD9750VS0 .

Oct. 11/09 (yes - thanksgiving dinner) Control panel quit working. Whirlpool repair rep states unable to order replacement part #W10199605, as it is not yet available and estimates min 2 months before it might be.

Ikea contacted:
Oct 16 - told Whirlpool issue, not Ikea. Requested call back from Manager. Told 2-3 day reply.

Nov 02 Teresa Chastain 1-866-640-7146 ext 3642 stated she would be contacting Ikea store to arrange for replacement dishwasher to be delivered within next couple of days. She asked where we lived and confirmed we purchased at Calgary Ikea. Gave her model #.

Nov 05 Ikea Holly returned phone call from Oct 16th when I requested Ikea manager call. Didn't know anything about issue. Said she was going to email president of national appliances and email Warren with response. within a couple days (no reply to date)

Nov 15 Warren left Teresa Chastain voice mail message

Nov 16 Teresa Chastain called Warren - told him it takes 10 business days to process claim - then they would order the dishwasher - despite her telling me Nov 02 that it would be delivered 2-3 days.

Whirlpool contacted:
Oct 13 initial repair request

Oct 14 local repairman visit

Oct 15 repair place advised part not available. Linda advised she spoke with district rep James and we were to contact Ikea for replacement

Oct 19 Warren spoke w/Whirlpool district rep James Griep. He claimed he'd never been contacted by our local repair shop. Advised moving issue up to Customer Service national Account and recommending replacement.

Oct 27 emailed Whirlpool

Oct 28 generic email reply response "we'll look into it"

Nov 16 Warren spoke with district rep James on status and being told previously that dishwasher was to have been replaced within 2-3 days. James stated couldn't believe issue hasn't been resolved yet , that it should have been, and would look into matter.

Nov 17 James called back 2 more times to discuss. Stated that he had spoke with Ikea Holly Wood and that Holly stated she hadn't received Whirlpools authorization yet. James stated he emailed Holly Whirlpool's/his authorization and that Warren should be contacted by Holly within 24 hrs with status.

In addition to this, I contacted Ikea re: damage to fridge (after holding for over 3 hrs total) upon receipt the next business day. After numerous contacts they agreed on Oct 16th to credit Warren's c/card (on which purchase was billed) $250.00 in lieu of damages. To date, that is not been applied to his c/card.

This was in addition to waiting for 5 hrs for them to pull the order that was to take 2 hrs - received wrong cupboard doors twice that we had to drive back to Calgary to exchange - 4 hr round trip each time.

Oh - and btw - if you live in Alberta Canada - average telephone wait times are 1+ hrs. They will not let you talk to a manager - but you can request a call back from one. That takes nearly a month if you look through my event log. Little tip though - call after 7 pm and wait times are down to about 15 mins.

If I knew I could get my money back I'd go buy a dishwasher elsewhere and tell them to give me back my money for this $1000 paper weight.

So from Oct 11 to today Nov 19 ... nothing what so ever has happened other than wasting many hrs trying to resolve.

McDonalds gives better service.

Tracy Bader
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Baki

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Ikea also has mismanagement and their Restaurant department area at Croydon is very disturbing.

Nearly all of the workers are Polish and including the Manager which explains why they have more Polish staff. It is very disturbing the fact that they get together and talk in their own language when serving customers like me. They seem very slow and careless about their jobs.

Also i do not understand how they got their job because some of them don't understand English at all? how is this possible for a company like Ikea. Don't these guys have regulations that they need to follow.

I have already raised a formal complaint to IKEA and everytime i go here, i feel very disturbed.

I hope ikea takes this.
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melissaab2

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I just recently visited Ikea the Burlington location and recieved terrible customer service. Our cashier was rude and unfriendly which was tolerable but we were promised there would be someone outside to assist us with loading our THREE VERY HEAVY BOXES into our car. After waiting for a good amount of time and struggling to do it ourselves I went back in and asked AGAIN for someone to assist us load our car. Again we were told someone would come out and suprisingly (or not) noone came.
I emailed Ikea when we got home because I was very frustrated and disapointed with the service we recieved. They replied to me a week or two later basically brushing off the entire complaint. They responded by saying that it is a self serve store. That's fine but next time don't mislead your customers and tell us that there are employees that can help you load your car. I'll go to Walmart and actually RECIEVE service. (yes I bought a heavy item there and the sales associate CARRIED the box to my car.) That's more than I can say about Ikea.