Ikea / Wickes customer service - garbage

project_c

We ordered an Ikea kitchen nearly 2 months ago, had the pre-install visit, got the quote, told them we are ready to pay, and then... nothing happened. We called Ikea weeks later, they apologised and said they'd fast track our order, and then... nothing happened again. I just called them again, and they said our order has taken so long that it has expired. Then I was told I need to be connected to the store we are buying from (Croydon) to "get to the bottom of this", and surprise surprise, there's nobody there. So now, they've left someone a message who should "hopefully" call us in the next 48 hours. I won't hold my breath.

And this is after we nearly spent double this amount on a kitchen from Wickes. We put together a basic design with them, paid for the whole thing, and then they couldn't be bothered to finish our design and finalise the order, we called them for about a month to chase and then just gave up and asked for our money back.

What's going on with these companies?? Is this normal behaviour for them? I'm making a £10K purchase from people who can't be bothered to do any work. I've been trying to buy a kitchen since before christmas, it's a joke.

Nile

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

I’ve moved your thread from the ‘In my home’ board to the ‘Praise, Vent & Warnings’ board, where it is better suited.

Regards

Nile

IAmWales

Ikea normally has excellent customer service. Could you pop into the store and speak to someone?

ic

Here's the phone numbers for Ikea kitchen departments:

Store External Number
Aberdeen OCP 0122 4465402
Belfast 028 90395328
Birmingham (Wednesbury) 0121 6255104
Birmingham OCP 0121 7929044
Bristol 0117 9527036
Cardiff 0292 0729718
Coventry 0247 6234012
Croydon 0208 7815013
Edinburgh 0131 4406638
Gateshead (Newcastle) 0191 4932028
Glasgow 0141 8858947
Lakeside 0170 8899511
Leeds 0192 4427633
Milton Keynes (Bletchley) 0190 8634606
Manchester 0161 3428404
Norwich OCP 0160 3960106
Nottingham 0115 9387616
Reading 0118 9961013
Southampton 0238 0205403
Tottenham (Edmonton) 0208 8877714
Warrington 0192 5642282
Wembley 0208 2332236
Westfield (Stratford City) OCP 0208 8877792

Speaking from personal experience, only deal with your local store when it comes to anything to do with your kitchen. The call centre don't know their !!!! from their elbow, and will make you wait 40 mins to boot on hold to boot. In store staff actually have a respect of their high value kitchen customers.

project_c

ic wrote: »

Here's the phone numbers for Ikea kitchen departments:

Store External Number
Aberdeen OCP 0122 4465402
Belfast 028 90395328
Birmingham (Wednesbury) 0121 6255104
Birmingham OCP 0121 7929044
Bristol 0117 9527036
Cardiff 0292 0729718
Coventry 0247 6234012
Croydon 0208 7815013
Edinburgh 0131 4406638
Gateshead (Newcastle) 0191 4932028
Glasgow 0141 8858947
Lakeside 0170 8899511
Leeds 0192 4427633
Milton Keynes (Bletchley) 0190 8634606
Manchester 0161 3428404
Norwich OCP 0160 3960106
Nottingham 0115 9387616
Reading 0118 9961013
Southampton 0238 0205403
Tottenham (Edmonton) 0208 8877714
Warrington 0192 5642282
Wembley 0208 2332236
Westfield (Stratford City) OCP 0208 8877792

Speaking from personal experience, only deal with your local store when it comes to anything to do with your kitchen. The call centre don't know their !!!! from their elbow, and will make you wait 40 mins to boot on hold to boot. In store staff actually have a respect of their high value kitchen customers.

Thanks for your help - unfortunately it's getting me nowhere. I called the store, who said I need to speak to the installations department. The installations department do not answer the phone. I then tried to call the store back, and they just hang up. This is the most disastrously awful customer service, it's worse than dealing with a dodgy builder.

angryparcel

project_c wrote: »

Thanks for your help - unfortunately it's getting me nowhere. I called the store, who said I need to speak to the installations department. The installations department do not answer the phone. I then tried to call the store back, and they just hang up. This is the most disastrously awful customer service, it's worse than dealing with a dodgy builder.

as suggested visit the store face to face

project_c

angryparcel wrote: »

as suggested visit the store face to face

Makes no difference. The store says they can't do anything, it's the installations department we need. Not only that, but the store employees keep lying to us, and promising to call back, which they NEVER do. The installations department is non-existent, they do not answer phones and cannot be contacted by customer service, store staff, or customers.

The whole thing is a ridiculous mess, and the most awful and colossal failure of customer service I have ever had the misfortune of dealing with.

lincroft1710

As it is 9 years since I bought my kitchen from Wickes, their customer service may well have changed. There was an error in their design which meant the sink I specified wouldn't fit, which was not discovered until the actual fitting stage.

Did have to chase them a little bit, but they did supply a more expensive sink (the only one which would fit) free of charge and did not ask for the original sink (unused, so could still be resold) to be returned.