IKEA delivered half a sofa!

vincent.lee

Hi.

I was hoping to have some advice/sympathy for what is going on at the moment.

On Monday 12th October, I went to my local IKEA and bought a 3 seater sofa in cash - came to around £400. I then bought some other things for around £100 and left them with the delivery section, where I was charged another £25 for delivery. Total = £525.

It's next day delivery, so the next morning, the delivery came and where there should have been 21 packages, there were only 20. The discussion with the delivery guys went as follows:

Me: "Excuse me. I think there was another box which came with the sofa."
Delivery guy: "Oh. Let me check the van."
*after a bit of checking he emerges with a sheet*
Delivery guy: "There's nothing there pal. That's all IKEA gave me."
Me: "But the sofa comes with two boxes. Where is the second box?"
Delivery guy: "It's probably in the same box. IKEA does that sometimes, putting things in the same box"
Me: "Really? Okay. So the sofa is all in the box?"
Delivery guy: "Should be. That's all that was there."
Me: "Okay. Thanks for your help"
*I sign declaration thing saying all items have been delivered, without damage, blah blah blah*

So I open my sofa box and find that it's missing the back of the sofa.

I am rather miffed at this point.

I phone IKEA, who say that they never put both parts of the sofa in one if they are separated to begin with and that they will have to find the other part of the sofa and send it to me. They say they'll get back to me in 24 hours. This is at 12pm on Tuesday 13th of October.

24 hours comes and go, and I haven't received a call back yet. At 12pm Wednesday 14th of October, I call them back, and an agent says that they'll give the team in my local IKEA a prod and that they should have gotten back to me by now.

At 3:30pm, I haven't received any communication. I call again, and this time, another agent tells me that the wait time for me is actually 48 hours so they can investigate.

What do you guys think? What should I do? The most of I can do, from what I think, is twiddle my thumbs and wait.

It's really irritating, because I have my flat warming party on Friday, and I might be left with half a sofa!!!!


UPDATE: I phoned IKEA after the 48 hours was up (I didn't receive a phone call within the promised time frame).

I told them that I would be going to the if this isn't sorted out. The agent then put me on hold in order to make a phone call. She then told me that she could get the second part of the sofa to me on Monday.

The conversation went as follows:

Me: "And why can't the second part of the sofa be delivered tomorrow? IKEA works on next day delivery."
Agent: "Yes, but you've contacted the contact centre, not the store."
Me: "Well why don't you call the store and tell them to send me my sofa?"
Agent: "Well the earliest I can get it to you is Monday."
Me: "I need it by Saturday. This is ridiculous. I paid for this on Monday, and you're asking me to wait a week for a sofa which should have been here on Tuesday."
Agent: "okay... let me make a call and call you back."

She then called me back and told me she could get it delivered to me on Saturday. Irritated as I was, I just said that's okay.

I really don't understand how they could have been so incompetent in fulfilling my order...

tasticz

Go in person and speak to someone from customer department

vincent.lee

tasticz wrote: »

Go in person and speak to someone from customer department

Do all IKEAs have a customer service department?

I wouldn't want to go down there, just to be sent back home...

Zandoni

vincent.lee wrote: »

Do all IKEAs have a customer service department?

I wouldn't want to go down there, just to be sent back home...

Doesn't matter If they have a customer service department they will have someone you can speak to. If you don't get much help don't hesitate to ask for the store manager.

PasturesNew

For the record - never sign anything any delivery driver gives you, without commenting. You should've written "one box missing from expected 21". I ALWAYS sign every parcel "unchecked" in any case, as a matter of course.

Hope you get the other half .....

vincent.lee

PasturesNew wrote: »

For the record - never sign anything any delivery driver gives you, without commenting. You should've written "one box missing from expected 21". I ALWAYS sign every parcel "unchecked" in any case, as a matter of course.

Hope you get the other half .....

The delivery people didn't really give me an option to comment though - they just gave me a mobile to sign onto...

vincent.lee

UPDATE: I phoned IKEA after the 48 hours was up (I didn't receive a phone call within the promised time frame).

I told them that I would be going to the Citizens Advice Bureau if this isn't sorted out. The agent then put me on hold in order to make a phone call. She then told me that she could get the second part of the sofa to me on Monday.

The conversation went as follows:

Me: "And why can't the second part of the sofa be delivered tomorrow? IKEA works on next day delivery."
Agent: "Yes, but you've contacted the contact centre, not the store."
Me: "Well why don't you call the store and tell them to send me my sofa?"
Agent: "Well the earliest I can get it to you is Monday."
Me: "I need it by Saturday. This is ridiculous. I paid for this on Monday, and you're asking me to wait a week for a sofa which should have been here on Tuesday."
Agent: "okay... let me make a call and call you back."

She then called me back and told me she could get it delivered to me on Saturday. Irritated as I was, I just said that's okay.

I really don't understand how they could have been so incompetent in fulfilling my order...

tomtontom

Someone made a mistake, something I'm sure you've come at some point OP - whether you'd call yourself incompetent only you can say. Glad you got it sorted though.

stevemLS

vincent.lee wrote: »

It's really irritating, because I have my flat warming party on Friday, and I might be left with half a sofa!!!!

Why don't you now need it until Saturday?