Ikea head office address?

zppp

drali152 wrote: »

Complaint letter

Dear Sir/Madam,

I hope that you will be in sound health. I am an IKEA customer for some time and always enjoyed shopping in IKEA particularly my children have a strong liking for IKEA food corner. Unfortunately, recently I along with my family (wife and four kids) had a quite traumatic and shocking experience of shopping at IKEA. We were dealt at lower than human level and it was quite disgusting indeed. It took a while before its ill effects could start fade away. It is very painful to write as it reminds me this vivid dream

I went to IKEA with my family for shopping on 23/11 10. I bought a mattress from bargain corner and my 4 year old son picked up a toy and paid for both. I left the mattress at delivery point and picked up another one and scanned it along with another similar toy this time picked up by three years old daughter. During all this exercise my wife and two kids remained in store to continue the shopping. My kids never came beyond check point with their toys. A few minute later after booking mattresses for delivery, I came back and told my wife that I was going to say my prayer in nearby masjjid (mosque). She told me that kids are not playing with theses toys and have picked up some more toys so better is to return the toys we had paid for before the children could loose them. I took the toys to return and at check lady security officer stopped me and asked for receipt which I showed to her and she let me go. This security officer certainly right from the beginning due to my skin colour and true Muslim get up with cap, beard and shalwar qameez was giving odd facial gestures which I ignored. I went customer desk to return the toys and she sent another boy to ask the man dealing us not to proceed any further which he did and then she came there and took the customer services man in a room and kept us hanging out side for 10-15 minutes and I was getting late for my prayer. I picked up the toys from the counter and said that I will come back after my prayer. This security officer came after us and toys were snatched from my kids aged 10 and 11 saying that you never paid for. I told security officer that I am a doctor in NHS and why I would to this mean act of shoplifting and I had a proof of purchase but she insisted in the presence of few other customers that I did commit shoplifting and she had got recording of that. At that point I said that let me say my prayer first and then in will come back. I also explained to her that I had had come to store yesterday and took out a detailed print of the items I was interested to buy but as it was too late so I had to come that day. She turned a deaf ear to all of it. She kept my receipts worth 263 pounds in her custody. I came back and she told me to wait at customer services counter where her other colleagues came and they were looking at me and my innocents kids as they had caught us red handed and this security officer herself looked so proud on her achievement. We kept on waiting for a long time there till she took us to another part of the store and sat all of three of us in a small cell like room with a bench and a security officer (Mr. Saleem) was guarding the door. During all this she kept on interrogating my innocent kids insensitively and as result my daughter could not bear it any more and became panicky frightened and started crying begging to let us go we are not thieves. She was allowed to go out and I and my son stayed in waiting for the store security manager (Salina) to show us the evidence and to decide about our fate. It took two hours for the man right from the beginning ager to come with the two meaningless pictures to prove her case as a result of which she has got noting to do except ton let us go and toys were returned. In the last moment there were quite a few security officers and none of them could say sorry which a heart of UK culture is.

All of us were completely shatter with this disgusting event. This was a complete illustration of professional incompetency and lack of training particularly to deal with children and thanks to Allah WST that my tree and four years old kids were not with me otherwise they would have treated them similarly. My children did not eat any thing at home after coming back from school saying that they will at IKEA food corner and a great shame that they remained hungry and thirsty. Now they do not like to hear IKEA and hate it.

• Why we were insulted humiliated and treated like thieves despite showing evidence of purchase?
• Why it took two hours for security manager to speak to us?
• Why my children were treated like thieves and interrogated extremely inappropriately, which could leave a lasting bad impact on there minds?
• Why we were clearly discriminated on racial and religious grounds?
• Why we were virtually imprisoned in a cell?
• Under which law she had shown us meaningless picture to make her case?

And you have sent this letter OP? All I can say is that it is very long and melodramatic. Why were you discriminated against on religious/racial grounds? Civil recovery occurs in most stores nowadays and is not gender/race/religious specific and treat everyone in the same way, unless you can prove evidence to the contrary.

Tim_Deegan

Ikea handled the whole thing wrongly, but please don't play the race or religon card on this one. I'm sure they would have treated anyone as badly in this case.

loztiggy

found this
Anders Dahlvig, Chief Executive [EMAIL="anders.dahlvig@ikea.com"]anders.dahlvig@ikea.com[/EMAIL]
I would leave out the "are you totally mad" bit, be firm but unemotive.

martes_2

ribenagirl wrote: »

I'm afraid I have to second this. Coventry customer service is very poor and the managers quite disrespectful even to polite calm customers. I have also tried to call them today and so far wasted 30 minutes in a queue on the phone, and 45 minutes in 'live chat' on the Ikea website. I've just written a letter to their head office FWIW.

Jeff_Bridges_hair wrote: »

I hope you didnt write that and send it in to them,. Thats horrendous.

and at no point from what i can read did anyone discriminate on race or religious grounds.

You assumed they did.You and your Tree

That is for the Courts to decide!
The gentleman should have complained to the police and sue them!

BlueAngelCV

Your letter barely makes any sense and doesn't help you in the slightest.
I really hope you didn't send it because whilst you may have some real cause for complaint (although I doubt it) your letter doesn't set them out clearly and makes you sound hysterical.

martes_2

Been to to IKEA in Ashton under lyne (UK)! Guest what? Complete waste of time for not cheap (as advertised) items, especially if you add the delivery and installation service! As to customer service, the rules of courtesy obviously do not apply to those people!
bought a wardrobe! The experience was challenging . The manners of the staff show a complete disregard for the concerns of customers! The employees who do the orders, even refused to do it!
The delivery service was made by an independent company (DHL). Everything went fine (I praise German companies,especially DHL)
The installation service was ordered by another company and I was given a number to call by two people there. After the checkout, I was told that the installation was now done by the CRM software. I called the installation company and guess what? no installation was ordered.
The order was not properly done because there was a part missing.
Went there next day to get the missing part and it was not in stock. Tried to order from another Ikea store and was told it was not possible!
I had to wait 4 days to buy it.
My advice: Do not buy any furniture in IKEA of Ashton under lyne! Rude employees, without any sensitivity about customers or training in customer service. As the Stoics believed: People are in fault because they are ignorant not because they are bad!
Ikea is more branding than a good! DIY Company! To all Swedes: Sorry , I like Volvo not Ikea!
As to their managers, my advice would be: go and study again (Business and proper management, especially stock management and customer relations) and give better training to your employees! You will avoid complaints and getting sued!

REPET

Since this is the first time I have done anything like this, I hope my message comes across clear.

In January this year my wife and my self went to our local Ikea store in Straighton Edinburgh, where we got exceptional professional service from a bedding customer advisor named Leigh.

Because of her professional attitude we decided to purchase our bed.

We also decided to have our bed delivered and built by Ikea, which cost us approximately an extra £35.00 and we were delighted to pay.

The explanation given to us on Ikea’s protocol in regards the building and delivery of the bed was also given in a exceptional and professional manner by a customer service advisor named Danielle, who left us in no doubt regarding the procedures that were going to happen and what our and Ikea’s responsibilities were.

To conclude what seems and smooth and effortless procedures, the delivery guys (whose names I have sadly forgotten – (I do apologise) were again very professional and courteous. They phoned us on the day of delivery at 07:50 to advise us that they had a large build of kitchen cabinets in Haddington (East Lothian) and that should take most of the morning. However they were very good at keeping me in formed of their progress and phoned to say that they had just finished that job and would be with me within 45mins. Sure enough, they were good as their word and were with me within the prescribed time. Again their attitude and manner was exemplary.

Unfortunately they could not complete the build as a vital cross bar part was missing and unbeknown to myself the footboard was damaged. However rather than they saying there was nothing they could do the guys said that they didn’t believe that they had much on tomorrow which was going to be Tuesday and should be able to come back that afternoon and complete the building of the bed. They removed the new bed and tidied up the room again.

As I work from home it was not a bother to wait in again for them to come back. However, as I had heard nothing from them by 12 noon I though I would give them (Ikea – Straighton) a ring to find out when the guys were going to come back and finish the job. To my surprise and disgust I got a young lad on who had a very cavalier attitude and couldn’t care less about my issue and promptly terminated the call when I asked for his full name. I was not at all happy with his behaviour and as a result when I phoned back and this time spoke with a middle-aged woman who again was totally unprofessional, particularly when I explained my position and also again asked for her name in full for my records. What disgusted me the most was that neither of these people were prepared to take full responsibility for the call or gave any signs of sympathy or understanding. The call escalated onto a very uptight supervisor who assured me that when she contacted me and I was on another phone that she would get back to me in 5 minutes. Not only didn’t she do that when she contacted me the supervisor didn’t have the courtesy to ask me if it was convenient to speak with me, or empathise, or sympathise with my situation!

At this point I was beside myself with anger and was not prepared to put up with such rudeness! (In fact on a further two occasions we were told that the bed would arrive on a certain day but it didn’t!)

Therefore, I took action and contacted initially the Trading Standards Office in Edinburgh and explained the situation to them. Then I contacted the head office in Sweden to get the head office address in the UK to speak to someone. I also wrote a letter of complaint to the Store Manager in Edinburgh along with a copy to the Managing Director for Ikea UK.

Thinking nothing would come of this, I got a very nice and apologetic response from a complaints customer Service advisor named Stephen who said he would take full responsibility for the situation and resolve it as quickly as possible.

I can’t tell you how relieved I was to speak with someone who not only believed what I said but showed great empathy and willingness to take control and resolved the situation as quickly as possible.

Although, from my initial contact with Stephen to receiving the bed was about two weeks approximately he always kept me informed of everything that was happening and most importantly the relevant timescales. That is if Stephen said he would contact me on a certain date HE DID!!!

I am pleased to say our bed arrived on and was completely built by very professional and courteous builders first thing Monday morning.

To conclude we have had an exceptional service from some people. However it should have never come to this.

If the contact centre staff had been trained and supervised properly, in particular to take responsibility for the call in the first place and to offer apologies for delays and misinformation then this situation would have never arrived.

Sadly there would have never been a need for people like Stephen to sort out the mess.

Therefore do not be intimidated by certain members of staff from huge organisations like Ikea stand your ground and pursue your complaint to the end!

On a personal note I would like thank Stephen for all his help in resolving our situation.

Magicalman

Having spend over £2,500 on a kitchen at Southampton store, I had worktops delivered only to find that two of them (which join together) had been incorrectly machined. This was a manufacturer error.
Customer Services (such as they are called) said replacements would be 5-6 weeks as that is the lead time. After explaining many many times that "lead time" is not "manufacture time" and that they should surely get on to the manufacturer to get a priority replacement.
Although IKEA do not supply bricks, it was like talking to many brick walls.
I have no choice but to wait for the normal 5-6 weeks even though this was no fault of mine, and that this holds up other work in my kitchen.
I was going to complain to IKEA HQ but having seen the dialogues in the Forum, I can see that it is a waste of time.
IKEA is a great concept, great designs and reasonable quality. BUT customer service in store and in the CS department is total rubbish as you have all found.
Not that they would care, but I won't ever buy from them again. I will also do whatever I can to spread the warning about the very poor service that this company demonstrates. It's unacceptable, but this does demonstrate that we as customers are largely powerless wherever poor CS is the experience - IKEA or elsewhere. All we can do is vote with our feet and warn everyone else in our personal worlds.