Ikea - very poor customer service

lady1964

I took delivery of 50 items 2 hours before I left my house for the airport for a 2 week holiday. The driver wrote 'unchecked' on our delivery paperwork and all the items were left securely in our garage. I should add we had my DD, my in laws and 2 builders in the house the whole time we were away.

When we got back & began to sort through it, we found we were an item, costing £200 missing. I called Ikea the following day to start the procedure for a missing parcel. I was advised to buy another one of the item as we needed it for a bedroom and in the meantime, they would start investigations.

I received a call from them last Monday and spoke to a girl who said we were due a refund and it would take 3-4 days, so I was expecting it last Friday.

By 6pm tonight, I had still not received the refund, so I called ikea, the message was 'up to 15 minutes wait time' which isn't unreasonable. Forty five minutes later, I finally spoke to someone and it seems my refund hadn't even been processed. I have been told it's another 3-5 working days wait for my refund.

I would like to take this complaint further but am unsure where to start, can anyone suggest a top level manager who I could email a complaint to?

TIA

chocdonuty

You're getting a refund, not sure what else you expect ?
They could easily have turned round and said it's your fault, for all they know you could be fibbing about the lost item, not saying you are but from their point of view it's a possibility.
Ok so it took longer than it should so worthy of a complaint but not sure what you are after really?

lady1964

chocdonuty wrote: »

You're getting a refund, not sure what else you expect ?
They could easily have turned round and said it's your fault, for all they know you could be fibbing about the lost item, not saying you are but from their point of view it's a possibility.
Ok so it took longer than it should so worthy of a complaint but not sure what you are after really?

An apology, that's it.

My hubby wouldn't have taken the time out of work to go buy another item & I wouldn't have spent over an hour on the phone trying to get my refund if I was lying. I just want people to do as they say, ie if someone says they will action a refund then I expect them to do just that. I shouldn't have to call again to get someone to do their job properly, so an apology is all I want.

lisa701

Apology from IKEA? Sorry but you got no chance. Their customer service is dreadful.

Took me 9 months of calls, emails, letters, 70 mile round trips to the store, days off work unpaid etc. to get them to sort out my faulty kitchen door fronts. Finally sent me replacements but the colours don't even match. Got to the point where I hate the kitchen and its only 3 years old!

Best thing to do is never use them again and tell your friends to do the same - an apology and decent customer service is something they won't be offering I'm afraid.

JoeJoe123_2

I am having problems with missing fixtures & fittings from a sofa bed bought from Ikea, (Thursday 16th October)
I tried to find the local store number but kept being directed to their main web page with their customer service number,
I dialled & waited 45 minutes before it was answered, by that time i was shaking with anger and asked the person to call me back,

He did call back, I told him about the missing bits he looked it up & said it would be four days before he could get them as they have to be imported
from Sweden,
I couldn't believe they didn't have any (basically nuts & bolts here in the uk) I said ok and asked for head office telephone number,
I wanted to complain about the long wait for someone to answer the phone & the length of time for spare parts to arrive as I had unpacked the sofa (it came in 3 big boxes) & it the bits were cluttering the small flat)

I was told that they can't give out the head office number but he gave me the email address customer.service@ikea.com

I emailed them & later that day got a phone call to say they can't find the parts anywhere as they had unexpected interest in the sofa,
I was asked for my mobile number & that they would text me within four days when they had more info,

Five days past & nothing from them. so i emailed again, still nothing

Next day in the post I received the missing nuts & bolts from Sweden but no instructions on how to assemble it.
Again I emailed to say I had the missing bits but no instructions, could the sent them on to me, still nothing from Ikea,

I decided to search the web to see if I could find the instructions, eventually i found an Australian sight with them which I download,

I started to assemble the sofa only to find that the feet were also missing,
I decided (through desperation) to phone customer service again,

I dialled but gave up after 25 minutes as no one was answering, I then emailed & still nothing from Ikea,

The sofa is piled in the living room of the flat as there is no room anywhere else

I'm in the process of writing to head office in the hope that they will do something as Customer Service is useless,... there is no point in have a CS if they don't communicate with the customer...

hollydays

lisa701 wrote: »

Apology from IKEA? Sorry but you got no chance. Their customer service is dreadful.

Took me 9 months of calls, emails, letters, 70 mile round trips to the store, days off work unpaid etc. to get them to sort out my faulty kitchen door fronts. Finally sent me replacements but the colours don't even match. Got to the point where I hate the kitchen and its only 3 years old!

Best thing to do is never use them again and tell your friends to do the same - an apology and decent customer service is something they won't be offering I'm afraid.

Agree this is not uncommon with them their customer service is known to be terrible.