IKEA - Total Incompetence and Horrendous Customer Service

LilacDaffodil1

I bought a sofa bed from Ikea which was delivered to my son's address in Plymouth. Unfortunately the mattress had a hole in it, and they didn't have a replacement mattress in stock, so we had to wait 6 weeks for one to be delivered. Come the day of the expected delivery I received a notification from DPD that they were delivering it to my Redruth address rather than my son's address in Plymouth. After an hour of trying I managed to get hold of a customer service agent on web chat and asked him to re-direct the delivery to Plymouth and ensure that no-one turned up in Redruth to collect the damaged mattress as it was in Plymouth. He promised me that everything would be sorted.

This morning an irate delivery driver turned up at my address in Redruth to collect the mattress, and I have received notification that the mattress is back out for delivery to Redruth.

I contacted Ikea again to ask what was going on and after another hour of explaining myself was told there was nothing they can do and I will just have to refuse delivery of the mattress (despite the fact that they managed to stop the delivery yesterday).

The agent also refused to put me in touch with a manager and just gave me the standard customer care number to call so I could start all over again explaining what my problem is - their website is currently advising a wait of 45 minutes to be connected!

JamoLew

How did they even get your address in the first place if the original was delivered correctly ?

LilacDaffodil1

JamoLew said:

How did they even get your address in the first place if the original was delivered correctly ?

it is my billing address

HollyTrees

Thats disgusting. Whats the update on it? 

JamoLew

Please keep your amateur dramatics to your own threads -- its hardly disgusting is it.
Have you never made a mistake ? 
Mistakes happen - this was partly caused by having a separate billing and delivery address plus the fact that a lot of companies are working under extreme circumstances just so people can satisfy their retail wants/needs.
Stands to reason that they may not be a easy to contact as you might want/hope

HollyTrees

JamoLew said:

Please keep your amateur dramatics to your own threads -- its hardly disgusting is it.
Have you never made a mistake ? 
Mistakes happen - this was partly caused by having a separate billing and delivery address plus the fact that a lot of companies are working under extreme circumstances just so people can satisfy their retail wants/needs.
Stands to reason that they may not be a easy to contact as you might want/hope

But surely if the customer service agent on web chat promised everything will be sorted but it wasen't,  isnt that poor workmanship?
Its just lucky that Redruth to Plymouth is not that great a distance, on a good day thats an hours journey. Imagine if her sons address was Scotland? I think that would have been a bigger lash up. 

LilacDaffodil1

Refuse the delivery they said, then we will rearrange the parcel to go to Plymouth:

Dear Customer,  
Your order is still with DPD, DPD did attempt delivery.  
DPD are advising that the delivery was signed and refused by SHARM.
As this is not your signature, please visit the DPD Website or you can use the app directly, to action what is suitable for you, using your DPD Reference number: 0806620815 .
Should you wish to contact Ikea directly please call on 0203 645 0000. 
Kind Regards,
IKEA.

And yes, I can accept that someone can make a mistake, but I then contacted Ikea and explained what had gone wrong and gave them the correct address - they then proceeded to re-send the mattress to the wrong address again 2 times, and left me to deal with the angry delivery drivers that had driven several hours down to Cornwall for no good reason and I am still no further forward

Takmon

LilacDaffodil1 said:

Refuse the delivery they said, then we will rearrange the parcel to go to Plymouth:

Dear Customer,  
Your order is still with DPD, DPD did attempt delivery.  
DPD are advising that the delivery was signed and refused by SHARM.
As this is not your signature, please visit the DPD Website or you can use the app directly, to action what is suitable for you, using your DPD Reference number: 0806620815 .
Should you wish to contact Ikea directly please call on 0203 645 0000. 
Kind Regards,
IKEA.

And yes, I can accept that someone can make a mistake, but I then contacted Ikea and explained what had gone wrong and gave them the correct address - they then proceeded to re-send the mattress to the wrong address again 2 times, and left me to deal with the angry delivery drivers that had driven several hours down to Cornwall for no good reason and I am still no further forward

I don't understand why the delivery drivers would be angry? They will have had more than one delivery/collection to be made on the route and a failed delivery/collection would not exactly be uncommon and they are still getting paid for the time.

Manxman_in_exile

Takmon said:

I don't understand why the delivery drivers would be angry? They will have had more than one delivery/collection to be made on the route and a failed delivery/collection would no exactly be uncommon and they are still getting paid for the time.

Ah - but on planet HollyTrees each individual item ordered on the internet is assigned it's own individual delivery van which carries only that item.  It must be true because somebody on Radio 4 said so.

moz86

JamoLew said:

Please keep your amateur dramatics to your own threads -- its hardly disgusting is it.
Have you never made a mistake ? 
Mistakes happen - this was partly caused by having a separate billing and delivery address plus the fact that a lot of companies are working under extreme circumstances just so people can satisfy their retail wants/needs.
Stands to reason that they may not be a easy to contact as you might want/hope

I did chuckle when I read that.  Disgusting is a little strong. Inconvenient, annoying maybe. 🤣