Please help with complaining to Ikea!

roseydosey

Hi,

My first post please be patient! On the 30th July 06 we paid/ordered for a kitchen from Ikea, delivery date given was 14th August. However, the order arrived on time except for the sink water drainer. I rang up to enquire why it was not delivered and was advised it is on order and should be delivered by 15th September. I wasn't happy about the long wait as I had arranged for the kitchen to be fitted before September and I didn't have the time to go to the store to pick one up. Ikea called a couple of days later and advised that I had not paid for the item. I had paid about £1k for my order so went through the order list and found the item number it cost £15 and I had paid for it. Funnily, enough the customer services thought it was an unpaid item and could not explain why they did not have it in their list.

I was offered a free sink water drainer instead and told it will be delivered in a couple of days. No apology, I was not happy with being told that I hadn't paid for it I had the receipt/order list confirming payment! I let that go, as I don't like disputes/complaining. However, two weeks later and no sign of the damn thing. We went to Ikea to pick it up and complain.
The guy at the customer services desk looked at my receipt and placed it on his desk to look up my details. Meanwhile, another customer services girl comes to our desk and decides to use the card payment machine for her customer. So, picture this I'm standing there with my husband this couple are called over and asked to type their PIN number for payment whils we are standing at the same desk. We weren't asked if they could use the counter at the same time. I mean the courtesy/privacy zone was totally invaded. I could tell clearly what the other couple's PIN number was. Next thing I know they have left the till with my receipt!

The sales girl refused to acknowledge she had given my receipt to her customers and instead accused me of mislaying (sp) it. The customer services guy dealing with my complaint spoke up and said no the receipt was on the desk and I had not touched it. The supervisor came in and went to get a copy of my receipt. She eventually came back with a photocopy of the receipt. The sink drainer was never posted it was in the store with my name! No acknowledgment of what had gone wrong in the store that day....or the fact it was implied I had not paid for the item! All I was given was a £5 voucher. I'm not happy with this as I felt intimidated by the sales girl because she had the audacity to come over to our counter again to use the card payment machine no apology or excuse me. Manners don't cost a thing. She spoke very loudly so that she could make herself heard to everyone in the store when I told her to respect the courtesy/privacy zone and just laughed at me with her colleagues!

Help what should I do? The supervisore was not very helpful and just towered over us (we were sitting down waiting for her) instead of sitting down with us to hear our complain. It was very intimidating and upsetting that she did not think us worthy of paying proper attention to. Sorry its long.

Happy_shopper

I'd say write all this down and send it to Ikea! It sounds like you have good cause to complain.

mrsyorkie

i would definately write to the head office outlining your complaints and highlighting their lack of customer service. Also as mentioned to me on a previous thread - state what exactly you want them to do with your complaint - ie. money etc.

Good luck and let us know how you get on!

point3

Hi rosey,

Maybe you should have posted in the Vent board?

mrsyorkie

That may be my fault Point, because i posted for help with complaining to asda here as i didn't know where else to put it and maybe Rosey saw my post and then decided this was the best forum for it. Anyways, we are both new, so please forgive us!!!

jinkssick

Seeing as you spent 1k. Write to them, much like the Asda steak that is around here someplace, they should give you some sort of compensation.

RoCas

Try this: http://www.howtocomplain.com/cgi-php/complain1.php3?MajorID=2&MinorID=18&ID=373

You have to register, but they're good.

Good luck

roseydosey

Sorry point just realised there is a Vent consumers forum! No its not your fault Mrsyorkie as I'm new and not familiar with all the different forums. Thanx point have just posted in the vent consumers forum as well!
This might sound stupid/silly but how do I ask for compensation and how should I make my case strong enough for them to consider compensation. I mean time was wasted, money was spent going to the store petrol etc...

KatieKins

I had a problem with Ikea, I put my pin in to pay for a cushion and I got my receipt, however then the till froze and a supervisor came over. She said my card had been declined REALLY LOUDLY and that I would have to do it again. I said it hadn't as I had my receipt. She said it definitely had and she printed out a receipt to show the transaction could be voided. So I said I wasn't happy about it so she wrote her name down on the void receipt and said she was 100% sure it wouldn't go through twice. I did the transaction again and put my pin in and 3 days later checked my account and surprise surprise two lots of £17.50 had come out with a minute between!
Upon ringing Ikea they said they would have to check the cctv!!! to check and would get back to me. Three weeks later and after 5 phone calls my money eventually got returned with no apology! They are definitely not strong on customer service!