Writing a letter of complaint to Ikea Online? -UPDATE- Result!!! :)

drc

We ordered some items from IKEA Online in September and have had one problem after the other with them. I can't believe a company as big as IKEA can be so incompetent and amateurish.

I want to write a letter of complaint as I am extremely dissatisfied with their service and want compensation for waste of my time and money (tens of calls to their expensive call centre).

How should I go about this? Should a preliminary letter of complaint be very stern and aggressive (in order to get a prompt and serious reaction) or should I start on a more balanced tone (which might be ignored or not taken that seriously)? I also want to write a letter to Watchdog or Trading Standards about the appauling service we have received. I am really very angry and I do not want a simple generic apology letter. My husband and I have had real problems trying to get this order sorted out (we are still missing 2 items and our long awaited for refund).

Any advice would be appreciated.

(Needless to say I would suggest anyone considering using IKEA online avoid like the plague!!!)

***UPDATE***

Just an update for anyone who is interested. I wrote a very detailed letter of complaint to Ikea Online and had a call back the very next day offering sincere apologies and a compensatory payout for loss of earnings and money spent on phone calls. Its not a lot - £35, but is better than nothing.

I would suggest anyone who has a complaint about a shop or service to write to their customer complaints department as you have got nothing to lose and may even get a positive result from it.

nancy_2

I used to work for Ikea,until recently and the advice I would give you ,if you want to be taken seriously is to give it to them with both barrells .Threaten them with trading standards etc and ask for compensation .They regularly pay customers compensation from my experience at store level.

Ikea are unable to cope with their customers at store level,they still can't get it right.Too many queues and not enough staff.Hence customers kicking off.Therefore it only goes to say that their online service isn't going to be much better.

Good Luck!

Brooke_Daver

drc wrote: »

We ordered some items from IKEA Online in September and have had one problem after the other with them. I can't believe a company as big as IKEA can be so incompetent and amateurish.

I want to write a letter of complaint as I am extremely dissatisfied with their service and want compensation for waste of my time and money (tens of calls to their expensive call centre).

Why does this deserve compensation?

taxiphil

Brooke_Daver wrote: »

Why does this deserve compensation?

drc wrote: »

waste of my time and money (tens of calls to their expensive call centre)

There you go, troll. That's why. Or is that too difficult to understand?

Can we have a whip-round and buy the troll a dictionary so he can look up the meaning of the word "compensation", as he seems to be struggling with it.

uktim29

Trading Standards won't be interested in a service complaint, thats not what their there for. There would need to be some breach in law somehere, or something serious.

Phil, you can't realisticly expect to be compensated for every time you call a call center. Perhaps Dave wants some futher explanation or to see if it was a high amount eg £50.

taxiphil wrote: »

Can we have a whip-round and buy the troll a dictionary so he can look up the meaning of the word "compensation", as he seems to be struggling with it.

And also to buy you one then for the meaning of the word "hypocrite"

Do you remember saying this to me earlier on in the week?

"a mission of yours to frequent this particular section of MSE as part of your daily life, attacking anyone who complains about any company in any circumstances."

You seem to be quiet happy to attack anyone who is interested in further information as to why an author is interested in taking a certain course of action. When all that is intended is to enlighten them on the chances of success, or perhaps bring them down to earth regarding any situation.

drc

We are seeking compensation as we still do not have 2 items which we paid for over 2 months ago, nor do we have the refund we have been promised 3 times! Therefore, we have had to call their 'help' centre lots of times chasing this up, which has cost us a lot of money in calls. This is a premium rate number and we should not have to be chasing up something which we have paid for and not received. In effect they are keeping goods which are our property (since they haven't refunded us yet, this is how I see it).

Uktim29, we are not seeking compensation for just calling their call centre. We are seeking it because there have been several occasions when we took the day or afternoon off work to stay in to wait for the order to be delivered and it simply didn't arrive when we were told it would be arriving that day. That is called loss of earnings. We are also seeking compensation as a reconciliatory gesture which I think any company with good business acumen should provide if the customer provides a good case for complaint which I feel we do have.

uktim29

Thank you for providing more detail!

Tulip

Good Luck hope you get this sorted


Katie

drc

***UPDATE***

Just an update for anyone who is interested. I wrote a very detailed letter of complaint to Ikea Online and had a call back the very next day offering sincere apologies and a compensatory payout for loss of earnings and money spent on phone calls. Its not a lot - £35, but is better than nothing.

I would suggest anyone who has a complaint about a shop or service to write to their customer complaints department as you have got nothing to lose and may even get a positive result from it.

setmefree2

Well done - Ikea can be awful can't they? Sadly, sometimes there seems nowhere else to shop as they have no competition. I'm glad you got some compensation.:money:

tigerlilyisrael

I live in Israel and have a similair complaint about Ikea not delivering the items they were suppossed to then taking a long time to attempt to fix the problem (still unfixed). I was wondering if anyone knows who I can complain to, as Israel only has one Ikea location and their customer service has been the problem.
I would prefer an e-mail address. I'm sure such an address for international complaints must exist, I just can't seem to find it online.
-Thanks