IKEA Delivery Nightmares - please share your experiences.

Shaff

We have had such a nightmare experience with IKEA deliveries and wondered if anyone else had? By voicing some of these here'people power' may force them to provide a better service...

In our case..

We ordered a Sofa in September at IKEA Croydon and arranged to pay £35 to have it delivered on Sunday the 4th October. Initially I was very impressed with their text notifications informing me of my 12.30-4.30 delivery slot and keeping me updated. Unfortunately Sunday we waited all day and no deliver, not even the call an hour before to say they were coming. Plus their online delivery tracking did not work. By 7pm I was trying to get in touch, but the contact centre was closed and the online tracking still did not work, in desperation I sent a message through facebook. A couple of minutes later at 8pm I received a call from probably a driver saying they could not deliver as they had a 'stressful day' (!!) They then Promised delivery for Wednesday morning 7-7.30am. Confirmed by their text service.

Up for 7am on Wednesday - but no delivery, after 3 hours called the delivery people - and was exasperated to be told our delivery slot was 10.30 - 12.30. As I had to go to work, I paid someone £20 to stay until 12.30. Alsa this time slot came and went and still no delivery and no notification.

4pm my girlfriend received a call to say that they would deliver in an hour - she rushed back early from work, but was called again to say that they were at our door at 4.30 - she was a few minutes away and begged them to stay 10 mins until she got there. But they refused and left straight away to do their last drop. The driver was impolite unapologetic and stated he had 'no specific delivery time' given to him despite my numerous confirmation texts and shrugged 'it was not my fault' He would not even give his name or number so we could co-ordinate with him.

So after waiting in 2 whole days, 4 time slots given with no delivery, skipping work and constantly calling up they could not wait 10 mins to deliver and NO Apology. We have now been told that another 2 weeks is the earliest we will receive our sofa. Another week day in which we have to take off work. Meanwhile the old sofa has been ebayed and the whole family are on the floor.

This level of disorganisation, poor communication and service from such a well known brand has really shocked and disappointed me and I am reallly at a loss at what to do.

Anyone have any advice of where to complain too

Anyone else have similar shambolic experiences with IKEA deliveries?

hollydays

A brief outline of my experience a bit further down this thread
" monkeys and peanuts"..
https://forums.moneysavingexpert.com/discussion/595502


"
Lily I've read on here you can get petrol expenses if you ask.( might want to start new thread though)
Anyone else , you will need a sense of humour.
Don't deal with their central switchboard!its cost saving so they try never to let you speak to the store itself ( you can get the individual store number off the net)

I like ikea for some things, but it's only recently that I realised as one poster on here a few weeks ago succinctly put it " ikea are the ryanair of retailers" ( love ryanair too). In effect , you pays your money and you takes your choice. Because items are so good and cheap, to keep it this way they don't waste a spare cent on trivial issues.
I helped a friend who had a delivery problem with them , the errors and repeated errors were infuriatingly funny( almost) like a bad carry on film,I couldn't believe the lack of communication between departments-don't bother trying to deal on the phone- I managed to get to speak to a manager at the shop ( I live a long way from the problem store) but only by applying oextreme pressure to the switchboard operator at the shop who crumbled and put me through. As the op says definitely give it to them with both barrels. Even then the errors continued, the manager was charming but it's telling that when I made a comment about how nothing else could go wrong he said something like " don't bank on it" ha ha even they know..and of course.. The delivery company were contractors and totally incompetant( second time) tried to deliver totally wrong item to wrong name first time for example.. Obviously delivery is put out to tender .. Something about monkeys and peanuts.."

BlueEyedGirl

I have had lots delivered from IKEA over the years and I can only PRAISE the service I have received from the point of ordering, using the picking service and the delivery people! I also know many others that would only praise the service given...

I guess you were unlucky!

hollydays

And
https://forums.moneysavingexpert.com/discussion/1224465

https://forums.moneysavingexpert.com/discussion/4991001
https://forums.moneysavingexpert.com/discussion/113643

BlueEyedGirl

hollydays wrote: »

And
https://forums.moneysavingexpert.com/discussion/1224465

https://forums.moneysavingexpert.com/discussion/4991001
https://forums.moneysavingexpert.com/discussion/113643

Amazing example including threads that are 10 years and 7 years old! :whistle:

warehouse

BlueEyedGirl wrote: »

Amazing example including threads that are 10 years and 7 years old! :whistle:

That just show how long the problem has gone unchecked for.

George_Michael

BlueEyedGirl wrote: »

Amazing example including threads that are 10 years and 7 years old! :whistle:

warehouse wrote: »

That just show how long the problem has gone unchecked for.

Either that or it shows that the number of complaints/vents about IKEA on this forum are so low that you have to look back 7 and 10 years in order to find any suitable examples.

Look for complaints about many other companies (such as PC world, Currys & ebuyer) and you won't need to drag up examples from the bowels of the forums to prove a point about their poor customer service.
Having to look so hard for examples about IKEA simply shows that actual complaints are fairly rare occurrences on here.

George_Michael

And before anyone asks, no, I don't work for IKEA (but I can't speak for BlueEyedGirl).

Exile_geordie

The other night I dreamt that my large Kallax shelving unit collapsed and broke half my record collection. I woke up sweating. Was a proper nightmare

hollydays

George_Michael wrote: »

Either that or it shows that the number of complaints/vents about IKEA on this forum are so low that you have to look back 7 and 10 years in order to find any suitable examples.

Look for complaints about many other companies (such as PC world, Currys & ebuyer) and you won't need to drag up examples from the bowels of the forums to prove a point about their poor customer service.
Having to look so hard for examples about IKEA simply shows that actual complaints are fairly rare occurrences on here.

I'm not making any comment , I've just presented the threads.
There are some recent ones .

This is a which report on customer service worst and best

http://www.telegraph.co.uk/finance/personalfinance/11103540/The-100-best-and-worst-companies-for-customer-service.html

IKEA get same rating as currys PC world btw.
So perhaps it's still relevant.

BlueEyedGirl

George_Michael wrote: »

And before anyone asks, no, I don't work for IKEA (but I can't speak for BlueEyedGirl).

No, I am not employed at IKEA... Would be a nice place to work though!

Exile_geordie wrote: »

The other night I dreamt that my large Kallax shelving unit collapsed and broke half my record collection. I woke up sweating. Was a proper nightmare

Expedit units for me (the name before Kallax) and that would be the stuff of nightmares... my poor record collection! :eek: