IKEA is a Shambles

SteveS24

IKEA are still a complete shambles in the UK. I ordered two bed bases and matresses. On the given delivery date, one bed base was missing having not been loaded on the delivery van. IKEA gave a new delivery date, which, incidentally was one day outside the required fulfilment time given in the Distance Selling Regulations - so they already were apparently acting illegally. Requesting an earlier delivery they simply stated it couldn't be done and also refused to provide any compensation.

The rearranged date is two days from now so would have been 27/08/2011. This morning I had a text saying it will be delivered on 27/08, followed 3 hours later by a phione call saying the item is not in stock and an email saying delivery will be 12th November. Five minutes after that email another one arrived saying delivery will be 16th November. Clearly IKEA don't have a clue what they are doing and are obviously incapable of managing or running warehouse systems.

I then attempted to call their Customer Services. On ringing the the number you then have the standard "dial 1 for x, 2 for y "etc. So, 5 for Customer Services which then takes you to another similar menu where you again dial 5 for Customer Services. So, having dialled the customer services number you then have too select Customer Services twice. They clearly don't want you to call. This is all too obviously the case when after a few "we're busy, please hold" responses you get a "call centre is now closed" message. This however is yet another IKEA trick designed to stop you calling - ignore that message and you are placed in a queue.

So I finally got through to a Customer Services call centre person. Their computer system isnt capable of telling them what has and hasnt been delivered - as far she was concerned the entire order was outstanding. So I told Customer Services what they had already delivered since they didn't themselves know. I think I've now arranged to cancel the undelivered item. I await repayment from IKEA.

My advice: wherever you are, stay away from IKEA. They don't fulfil, they don't know their stock, they don't have sufficient internal systems. They are a total shambles to be avoided.

arcon5

Distance selling regulations doesn't give a fulfilment time at all. It simply states you can cancel(with some exceptions)/return orders under DSRs up to 7 days after taking receipt of your order.

There's no legal requirement to fulfil orders within a certain time.

SteveS24

from legislation.gov.uk...

Paragraph 1 of Regulation 19 Performance states "Unless the parties agree otherwise, the supplier shall perform the contract within a maximum of 30 days beginning with the day after the day the consumer sent his order to the supplier."

Paragraph 5 of the same regulation " A contract which has not been performed within the period for performance shall be treated as if it had not been made, save for any rights or remedies which the consumer has under it as a result of the non-performance."

The other paragraphs in Regulation 19 refer to reimbursement by the supplier.

The only situation in which the performance period can be altered is with agreement by both parties. Since IKEA didn't bother to ask me if I agreed but instead merely imposed a new date and time, they were therefore acting outside the provision of the regulation.

arcon5

The above quotes change nothing and has been taken well out of context i'm afraid.. It says if the transaction will take more than 30 days there must be mutual agreement, otherwise you can cancel in effect.

Paragraph 5 simply states if this is not the case the transaction can in effect be voided without penalty.

It says nothing about them having to perform within 7 days.

If the delivery of the second item is outside of the 30 days and you don't agree, you can choose without penalty to not complete your order. This though is covered by DSRs which state you can cancel a contract/return goods up to 7 days after taking receipt of the goods.

So legally Ikea (who I imagine state delivery times are estimates and unguaranteed) have done nothing wrong.
However, it is poor service to be messed around like such.

badmumof1

Ikea dont deliver themselves its all done by DHL
Incidently DHL have changed my delivery date without informing Ikea and no matter what Ikea say DHL will not budge

arcon5

badmumof1 wrote: »

Ikea dont deliver themselves its all done by DHL
Incidently DHL have changed my delivery date without informing Ikea and no matter what Ikea say DHL will not budge

Personally, I think your just being fobbed off here. I'm sure Ikea will send out enough parcels with DHL to have enough clout to get their own way.


Don't ikea have dedicated vans for the large and bulky items?

Helix

arcon5 wrote: »

Personally, I think your just being fobbed off here. I'm sure Ikea will send out enough parcels with DHL to have enough clout to get their own way.


Don't ikea have dedicated vans for the large and bulky items?

Even that is outsourced, we got stuff delivered from the Lakeside store and it came in an Ikea van but the delivery company wasn't run by Ikea.

heretolearn_2

Never use the Ikea delivery! It took me 6 months of begging, crying, screaming and going slowly mental to get my wardrobe out of them!

In the end a delivery driver took pity on me (he'd been sent to my address, knocked to check I was in, yes, hooorraaaay at last, went back to his van, oh dear, wardrobe on the paperwork but not loaded on the lorry) and secretly gave me the personal mobile number of the local manager. Manager went nuts that someone had given me his personal number, but I finally had some way of getting things sorted, I think he was scared I'd keep ringing him at home!

Demosthenes_2

If you think UK services are bad you should try using Ikea in Russia where I live.
It would take far to long to describe the complete incompetance and chaos cause by their service over my new kitchen but what made it worse is their attitude of "we've got your money so ******* off" when I tried to complain.

My attempts to find an Email address for their international office, (complaints are either ignored or gain an offensive response here) have been both time consuming and pointless. It would seem that their attitude once they have gained your money is not unusual and not, as I had previously supposed confined to Moscow.

If anyone can point me in the direction of such an address i would be eternaly greatful.

In the meantime, if other branches are anything like the Moscow branch I would advise no-one to use this totaly useless store!