ikea - customer service is a disgrace

Morglin

I know IKEA is supposed to be cheap and cheerful - but I don't really get why people find it so good - the customer service is awful.

My DIL goes back time and time again - yet, there's always some sort of problem with what she buys, the staff are completely unhelpful and the quality of the furniture is poor, (although I realise that you generally get what you pay for, and the stuff is not expensive).:rolleyes:

Deliveries are often late or don't arrive - and the staff don't wat to know once they have the money for the goods.

'Pikea' is about right for a name lol;)

Lin

juliecallum

I bought a lovely kitchen 2 years ago from Ikea, All my worktops are damaged (look like fat spills and splashes) But nowhere near cooker, I could not figure out what it was, Last week I moved the microwave as it had broken, 5 minutes later all these marks appeared, Faulty worktops, I cant believe its took me all this time to work it out, Now too late to complain too. AGGGHHHHHHHH

dally1

I seem to be in the minority here - I've bought loads of stuff, including a complete kitchen, from my local store (Milton Keynes) and I love the place! The only problem I've had was a mix up over the 10% discount when buying the kitchen. It took about 40 minutes to get through the tills but the staff were lovely and I was given free meal and ice cream tickets for the inconvenience Kitchen was delivered on the agreed day, with no damage to any of the boxes or contents and it looks stunning.

And no I don't work for them!

cockneytrotter

I think the moral here is that the products are generally ok but if you have a problem then the customer service is simply dreadful.

I bought some bedroom furniture from them about 3 months ago and there were several parts missing so was advised to go back to the store and they would provide me with them. Suffice to say that they couldn't do that or should I say wouldn't do that and said that I would need to order the items which I eventually did. I chased the order only to find that the customer service department then told me that this was wrong and that you cannot orders these seperately. They advised me to take the complete product back for an exchange, but then they were out of stock. As I had already built the other items i bought, I was forced to wait until they come back into stock - and yes still waiting......:mad::mad:

Morglin

juliecallum wrote: »

I bought a lovely kitchen 2 years ago from Ikea, All my worktops are damaged (look like fat spills and splashes) But nowhere near cooker, I could not figure out what it was, Last week I moved the microwave as it had broken, 5 minutes later all these marks appeared, Faulty worktops, I cant believe its took me all this time to work it out, Now too late to complain too. AGGGHHHHHHHH

Sounds like some of the old MFI kitchens used to be - they look good for a while and then the faults start to become apparant.:rolleyes:

My DIL has the problem that, over time, (18 months) and despite the fact all the distances etc., are right, and all the instructions followed to the letter, the cupboards nearest to the built-in cooker have started to warp, with the heat.

Lin

KILL_BILL

the bed should be fit for the purpose and therefore if it isa a kingsize bed then it should fit a kingsize base

send them a recorded delivery letter giving them 14 days to refund you - assuming that the plastic is still in tact on the bed in question or you will take small claims action and also include within the proceedings the fact that the bed was nota bargain corner item - hence a disclosure notice would have to be written on the receipt relating to no refunds etc

lotstolearn

cockneytrotter wrote: »

I think the moral here is that the products are generally ok but if you have a problem then the customer service is simply dreadful....
.........:mad::mad:

Exactly my feelings cockneytrotter. I've purchased lots of good, not so good and a few awful items from Ikea. The Poang chairs have been going for years and I am delighted with them but these have been the cause of the scratching on my Ikea tiles, not "my own furniture" but "theirs". Their famous testing procedures really did a good job there! :rolleyes:

You do get what you pay for by and large. The tiles were expensive. Will I ever purchase anything of medium to high level cost - such as the free standing Ikea kitchen I've been hanging my nose over for years - from Ikea again? No and I would not advise anyone else to either.

When it is a difficult choice between suppliers it is often the Customer Services reputation that sways the purchaser and decides the winner. Mistakes happen, faults occur, but if Ikea's Customer Service Department did their jobs correctly I and many others would not be so angry and turning their backs on Ikea's doors.

taxiphil

juliecallum wrote: »

I bought a lovely kitchen 2 years ago from Ikea, All my worktops are damaged (look like fat spills and splashes) But nowhere near cooker, I could not figure out what it was, Last week I moved the microwave as it had broken, 5 minutes later all these marks appeared, Faulty worktops, I cant believe its took me all this time to work it out, Now too late to complain too. AGGGHHHHHHHH

Why is it too late to complain? You're covered under the Sale of Goods Act for up to 6 years. And Ikea kitchens come with a 10 year guarantee.

HAYMASTER

Can any one advise what action I can take to get compensation from IKEA and make an official complaint???
I purchased two Kramfor leather sofas from IKEA three years ago, back in November 2008 one of them started to get holes in and the stitching was coming out.
I contacted IKEA to find out who I could contact to buy replacement cushion covers only to be told they were under warranty for 10 years. With the 10yr warranty I couldn’t believe my luck I was going to get the covers replaced and my sofa looking decent again. When the first inspector came out they said it was not right and there must have been a fault with the manufacturer of the leather as it was only on one sofa and not the other. Three days had passed when I got a call from IKEA to say they were not going to replace the covers as it was general wear & tear, I was fuming I explained that both sofas were used the same as there are six people within my household. If it was general wear and tear then why wasn’t the second sofa affected in the same way?????
They sent out another inspector a few weeks later who also confirmed that the leather was not right and the fault was not down to general wear and tear. IKEA finally admitted liability however the sofas were discontinued because of other customer complaints. At first they wanted to give me a replacement sofa for the one that was ruined however I told them why should I have odd sofas due to no fault of my own.
After a lot of complaining they agreed to replace both sofas up to the value of my purchase. The customer advisor I spoke to said they were getting a new range in Apr09 if I wanted to come into my local store and choose one. I waited three months for the new range to be delivered and visited my local lakeside store the day after they went onto the shop floor. I placed my order in store only to be told days later the order had been lost and that I would need to re-visit the store. I refused to re-visit the store as it’s not on my door step and asked them to place the order over the telephone which they did. It’s now July 2009 and I am still waiting for my delivery after three previous attempts they failed to deliver I am now on my fourth attempt wait for it scheduled 8th August 2009. I have on two occasions had the collection men come to my house to take the old sofas of which I refused as we would have nothing to sit on.
I have spoken to the delivery firm who are separate from IKEA on two occasions to cancel my old sofas being taken because IKEA fail to inform them that collection and delivery must be done on the same day.
If the sofas come on 8th August 2009 then this would have been nearly 9mths since I first contact IKEA. I have been Mr Nice guy for to long I feel I should be entitled to some compensation for the stress and inconvenience this horrible experience has caused!

deanos