IKEA complaints process (or lack of)

jnotts

I'm trying to contact IKEA regarding a complaint which started off as a wrong delivery, then a wrong collection, then an entirely missed collection. However, it seems the only way to complain is on the phone to customer services, which I was then told there is no way for me to escalate my complaint, or even speak to a manager (they don't speak to customers apparently).

I went on their website and found how to complain in the depths of the terms and conditions, however the email address provided (customer.service@IKEA.com) sends an auto response saying they don't take direct emails. The next step is to use Retail ADR, however I need a response in writing from IKEA!!

I then went with RESOLVER, however this gave me the exact same response. I'm not at a bit of a loss, but surely a company can't put up this many barriers to complaining and be above consumer rights?

Any help will be appreciated!

powerful_Rogue

jnotts wrote: »

I'm trying to contact IKEA regarding a complaint which started off as a wrong delivery, then a wrong collection, then an entirely missed collection. However, it seems the only way to complain is on the phone to customer services, which I was then told there is no way for me to escalate my complaint, or even speak to a manager (they don't speak to customers apparently).

I went on their website and found how to complain in the depths of the terms and conditions, however the email address provided (customer.service@IKEA.com) sends an auto response saying they don't take direct emails. The next step is to use Retail ADR, however I need a response in writing from IKEA!!

I then went with RESOLVER, however this gave me the exact same response. I'm not at a bit of a loss, but surely a company can't put up this many barriers to complaining and be above consumer rights?

Any help will be appreciated!

There is no consumer right to complain.
What end result are you looking for that the telephone customer services can't resolve?

jnotts

There is no consumer right to complain.
What end result are you looking for that the telephone customer services can't resolve?

They've offered £20 gift card because 4 separate issues, including delivering something I cancelled, then collecting incorrect items (not the thing I wanted returning), then being told the item would be returned last weekend to be told it was never put through and me wasting a day waiting.

Their attitude to complaints in general is awful too. End result? Bit of empathy and some more goodwill payment wouldn't go amiss

powerful_Rogue

jnotts wrote: »

There is no consumer right to complain.
What end result are you looking for that the telephone customer services can't resolve?

They've offered £20 gift card because 4 separate issues, including delivering something I cancelled, then collecting incorrect items (not the thing I wanted returning), then being told the item would be returned last weekend to be told it was never put through and me wasting a day waiting.

Their attitude to complaints in general is awful too. End result? Bit of empathy and some more goodwill payment wouldn't go amiss

I'm curious - How did they collect the wrong item? Surly you had to hand the item over to be collected?

Ah - How much you looking for?

jnotts

I'm curious - How did they collect the wrong item? Surly you had to hand the item over to be collected?

Ah - How much you looking for?

They had the wrong items on the collection form - so what I assumed was all items relating to a TV unit we didn't want (my fault - terrible measuring) but they had on their list one shelf out of 2, plus a separate bench we were happy with! They ended up taking the items required but just added to the already poor customer journey.

I'm looking to the £50 - £100 region due to the numerous calls i've had to make, day wasted around, having 2 doors in our hallway for the past 3 weeks considering it wasn't supposed to be delivered in the first place (we weren't in as told it was cancelled but it was given to our elderly neighbours so we couldn't reject it!).

In regards to no consumer right to complain, why does their website talk about an alternative dispute process (IKEA T&C's) but also directs customers to use an email address that has an auto response saying they don't take emails...I think this is what is annoying me the most

powerful_Rogue

jnotts wrote: »

I'm curious - How did they collect the wrong item? Surly you had to hand the item over to be collected?

Ah - How much you looking for?

They had the wrong items on the collection form - so what I assumed was all items relating to a TV unit we didn't want (my fault - terrible measuring) but they had on their list one shelf out of 2, plus a separate bench we were happy with! They ended up taking the items required but just added to the already poor customer journey.

I'm looking to the £50 - £100 region due to the numerous calls i've had to make, day wasted around, having 2 doors in our hallway for the past 3 weeks considering it wasn't supposed to be delivered in the first place (we weren't in as told it was cancelled but it was given to our elderly neighbours so we couldn't reject it!).

In regards to no consumer right to complain, why does their website talk about an alternative dispute process (IKEA T&C's) but also directs customers to use an email address that has an auto response saying they don't take emails...I think this is what is annoying me the most

You ordered the wrong item and phoned up to get it cancelled. They said it was cancelled but then delivered it to your neighbour. You called them up to arrange collection, however they had the wrong items on their collection form so took some of the items you wanted to keep. Is that correct?


The ADR isn't a consumer right. It's voluntary.

jnotts

You ordered the wrong item and phoned up to get it cancelled. They said it was cancelled but then delivered it to your neighbour. You called them up to arrange collection, however they had the wrong items on their collection form so took some of the items you wanted to keep. Is that correct?

The ADR isn't a consumer right. It's voluntary.

Yes...pretty much. It's quite messy. We went to the store and had a PAX wardrobe ordered for delivery as it was too big for our car, but we wanted a few other bits including a TV unit. It was one of the build your own but they didn't have the doors in stock so they told us we can have it delivered on the Monday (this was a Thursday). Wardrobe arrived on the Saturday no problem, then we realised the TV unit was too big. I called CS and they said they can arrange a collection for the TV unit on Tuesday and was told the doors would be cancelled too. Monday comes and the doors get delivered to the neighbours. I call CS and they said I should have never been told it was cancelled as it was already in transit, however now it is too late for it to be collected with the rest, so I had to arrange another collection. This is annoying as if I was told this at the start we could have made the arrangements. So new collection arranged, this time for a Saturday in a few weeks as we were going to be away and I couldn't take any more time off waiting for deliveries during the week. So collection happens, but they only have half the order to collect, along with some items that we actually wanted to keep. Annoying, but it was resolved.

So then the Saturday collection never happened. Not a sausage. I called CS on Monday to be called someone left a note to say to arrange it, but never did so that was a wasted Saturday waiting (I thought as we near Xmas it might be busy so gave them the benefit of the doubt).

And now I am here. CS can only offer £20 and that's it and wouldn't let me escalate my complaint or talk to a manager. I can't email CS or do anything so looking at all the other avenues I can think of!

As you can see, a really messy customer journey but they don't seem interested at all.

lammy82

As others say, there is no right to have a complaint heard or dealt with in the way you want it to be. It's up to them whether they want to hear about it. If you want a complaint to be taken seriously then it may be better to write to their head office explaining what happened. But they can still choose to ignore it if they want. You're dealing with goodwill basically.

You're not entitled to further compensation for what was poor customer service, but you are entitled to tell others about your experience and take your business elsewhere in future, of course.

[Deleted User]

jnotts wrote: »

I'm looking to the £50 - £100 region

Good luck with that...

jnotts wrote: »

In regards to no consumer right to complain, why does their website talk about an alternative dispute process (IKEA T&C's)

But there is no "dispute"as such, they've already corrected the errors and you just want them to pay you more money than they are offering in compensation.

Spank

Moneyineptitude wrote: »

Good luck with that...


But there is no "dispute"as such, they've already corrected the errors and you just want them to pay you more money than they are offering in compensation.

Do you know you're replying to a year old post?

davidmcn

Bexgrossman wrote: »

Separate issue

Then start your own thread. As you can see, it just causes confusion if you tag on a different query to a year old thread.