ikea - customer service is a disgrace

biscit

I regularly shop at Ikea (Leeds) and have never had any problems. I find their self assembly stuff well designed and goot quality. Recently bought some lightbulbs, only to find some in the packet with the fitting, and returned them without hassle.

That said we always carefully consider our purchases, measure the gap where it will go before leaving the house, and are aware Ikea furniture doesn't always come in standard sizes. I never have anything delivered.

alison999

i have had things delivered by ikea themselves & also the 'seperate' delivery people in store. i go there every few months and never had any problems and people have helped whenever i needed them to.

the furniture is good quality and never had any problems with things fallimg apart, missing screws etc.

lotstolearn

HAYMASTER wrote: »

Can any one advise what action I can take to get compensation from IKEA and make an official complaint???

I really feel for you with this problem. I have been trying to find someone other than the local store to complain to or their Rotherham address as both these routes generally seem to get you nowhere. I'm still looking, don't know if anyone else can help but if they do know of someone higher up within the Ikea organisation who is prepared to listen and make things happen for their unhappy customers I'd appreciate the information as well.

In the meantime I wish you well, Haymaster, in getting your problem sorted out and your new sofas delivered finally on the 8th August.

richa284_2

Write to:
Martin Hansson
PO BOX 96
Rotherham
S63 7WY

He is the UK country manager.

pulliptears

The best advice I can give an Ikea shopper, is where possible check everything on the car park!
We bought some units for the conservatory, drove 50 miles home and discovered that one of the £12 doors for it had a big crack. Called the store and checked stock, yes they had the replacement door in but couldn't save one for us as it wasn't policy. Another 100 mile round trip praying they still had one in stock ensued. Luckily, they did.

Since then I open as many boxes as is feasible on the car park and check them before I leave!! I still love Ikea furniture though

AmyLouise

Ikea service:

I had a bad experience with Ikea Leeds, won't bore you with all the details, but basically we were given consistently incorrect information by both Ikea Leeds and the Customer Service Team (I would avoid these people at all costs - wherever possible try to contact the store directly, or return to the store to speak to a face!). Once the matter was resolved, I wrote a letter of complaint, and addressed it to the store manager (details of all store managers are on Ikea website). The letter was in no way emotive, and only highlighted the facts, including the names of people we spoke to, and the times and dates we spoke to them. I indicated that I felt that appropriate compensation should be awarded for the delays and issues we had. This has now resulted in a £60 cash refund, which in relation to the nature of our complaint is more than acceptable.

I have used Ikea before and have not had an issue with their products or service.

Think the moral of the story, is to always make sure that you get the name of the person that you have spoken to, if you are going to complain do so in a calm manner (which can be hard to muster when you've been fobbed off constantly), and to do so in writing. Give the reader 7 days to respond, after that a reminder with a prompt that you will contact head office, then forward copies to HO (would be worthwhile having a contact name, fortunately we didn't have to go that far as they called us after 3 days of me sending the letter)

Also may be worth contacting trading standards, they are really helpful and make you aware of your rights as a customer.

Also note that part of our compensation was due to fuel allowance, this is standard Ikea practice and not as I'm aware something they legally have to do. But if you have to return to store because your goods are faulty, this is something you are entitled to.

Hope this helps someone with his or her complaint!

candy656

purchased my items online on the 3.05.10 for home delivery, got given a date of the 13.05.10 and we waited in - they arrived!!! :j via DHL, they then subsequently drove off with all my belongings still on the truck..:( stating my driveway was to steep!
I have now been given a delivery date of the 10th June, which is apparently the only date DHL (a multi national company can get a smaller truck to me as apparently they only deliver to my area once a week ( i wouldnt mind if i lived in the outer hebradies but i live in hertford!)
I phoned customer services today to complain and see if this was just an oversight as was told nope this was the deal.. very sorry and all that but the 10th of June was all they could offer.. take it or leave it!! i cant arrange (at my own expense a van to collect the goods from DHL so am stuck having paid for the goods which dont intend to arrive for over 3 weeks!
Extemely annoyed and will not be using them again!! :eek:

purplepardalis

Dear all of you unhappy with Ikea. Do not bother writing to the Holborn Viaduct address. This is not Ikea, it's a law firm who acts as their company secretary. I know as I used to work there. At the law firm not Ikea btw! I hope that saves you a wasted letter!

lotstolearn

purplepardalis wrote: »

Dear all of you unhappy with Ikea. Do not bother writing to the Holborn Viaduct address. This is not Ikea, it's a law firm who acts as their company secretary. I know as I used to work there. At the law firm not Ikea btw! I hope that saves you a wasted letter!

Thanks for this information it will surely save some frustration. However, even when you do get a response from Ikea to a letter of complaint it is invariably a wasted letter anyway in my experience.

Tallullah

Hi - have just had an ikea kitchen installed and the beautiful big double belfast sink has a crack along the top, at the side, which we have only just realised is there. Will IKEA take the sink back? I know the rules on faulty goods, but the sink has been installed. Anyone got any advice? Would be much appreciated, thanks!