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Ikea UK - Vent & advice if possible?
girlinabox
Posts: 178 Forumite
Hi everyone,
I hope this is the right place to post. I also hope I could get a bit of advice as I am totally at a loss as to where I stand with an order from Ikea.
We ordered a mattress back in March, when it arrived we realised it was way too soft for us, we couldn't give it more than a week as it was killing our backs so we wanted tyo take advantage of their 'Love it or return it' guarantee. We couldn't contact Ikea on the phone due to lockdown so we tried the IkeaUK support on twitter as this seemed to be the only way they were 'engaging' with customers (a very loose term). I sent a DM and was told in response a few weeks later than we would have to wait due to the situation, which was fair enough. Once shops reopened we contacted again - had to send several DMs and tweets before I got a response which said:
I'm sorry to advise that we are still unable to complete collections for our customers at this time. What I have done is added a call back to your case once we are able to do this. You will be contacted directly by our Backline team for them to book in the exchange for the mattress for you. I apologise for the inconvenience.
Still nothing. Several more messages and tweets and they have now stopped replying. There is no other way of contacting Ikea it would seem and we are still stuck with this mattress piled up in the spare room and down £200. It is so frustrating.
Any advice welcomed and appreciated. Thank you so much.
I hope this is the right place to post. I also hope I could get a bit of advice as I am totally at a loss as to where I stand with an order from Ikea.
We ordered a mattress back in March, when it arrived we realised it was way too soft for us, we couldn't give it more than a week as it was killing our backs so we wanted tyo take advantage of their 'Love it or return it' guarantee. We couldn't contact Ikea on the phone due to lockdown so we tried the IkeaUK support on twitter as this seemed to be the only way they were 'engaging' with customers (a very loose term). I sent a DM and was told in response a few weeks later than we would have to wait due to the situation, which was fair enough. Once shops reopened we contacted again - had to send several DMs and tweets before I got a response which said:
I'm sorry to advise that we are still unable to complete collections for our customers at this time. What I have done is added a call back to your case once we are able to do this. You will be contacted directly by our Backline team for them to book in the exchange for the mattress for you. I apologise for the inconvenience.
Still nothing. Several more messages and tweets and they have now stopped replying. There is no other way of contacting Ikea it would seem and we are still stuck with this mattress piled up in the spare room and down £200. It is so frustrating.
Any advice welcomed and appreciated. Thank you so much.
0
Comments
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Can phone Ikea https://www.ikea.com/gb/en/customer-service/contact-us/ currently a 37 minute wait.
For something that is a regular transactional issue (such as returns) rather than complaints, Twitter is not the best option.
Your other option would be to return it to a store if you have a car.0
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