IKEA - can't contact them

robatwork

I ordered some items last week for click and collect from Ikea Wembley. 
I was sent a collect date of Sunday (8th), but it also says I will get notification when the items are picked and ready to collect. That didn't arrive and the order is still shown as "Picking Order" so I thought I'd call or webchat. The only number I can find is the customer service number. This give the following when called:
"Due to high demand this service is not available right now. Please try again another time".

Isn't a time of high demand exactly the time a service should be available?  The webchat says the same thing.  I do appreciate the order may take longer to pick as the shop has just been closed by lockdown, but that phone message left me a bit discombobulated.

Don't suppose anyone on here has another direct number for that branch?

sheramber

  We are extremely busy at present and most of our team are working remotely from home. Please bear with us as we try to connect with you as quickly as we can.

Our current Contact Centre opening hours are:

Mon-Sat: 07:00 - 20:00

Sun: 07:00 - 19:00  
Have you tried first thing when they open the lines ( start dialling a minute or two before the time) or later in the evening? 

atarisrocks

I've been trying to contact them for 9 weeks now about a faulty microwave.
Also if you email them just a warning I received this email

Please be mindful when sending multiple emails as we are working through them in date order and our email system collates all emails and will move your email to the back of the queue.

You just have to keep at it until they answer 

robatwork

Today's the first I have tried @sheramber. What's weird is I've seen you posting here for years and always internalised your name as "She Rambler".  Visions of barbour jacket, spaniel and a stick. Ah well.

Tried consistently through the day, same message still at 15:10.  Pretty poor for a company of Ikea's size and "customer focused" stature.

sheramber

During the day will be when most people  try to contact them which is why I suggest first thing in th morning- this worked for me with another company during the last lockdown.  The call was answered immediately -  or in the  evening when everybody else is watching tele.

robatwork

Just to finish this thread. I never did get through. They sent an email the day after (ie. 9th) saying my order was ready and to collect on the 8th. 

I went there and the process to collect was OK - they had a new number to call and they tell you to wait in the car and they will text when your order is ready. Didn't stop 40 numpties all waiting by the collect point rather than in their cars. 

Omar_Little

I was expecting delivery of a new bed today, and despite them sending a confirmation email yesterday, it never arrived. Considering that the delivery charge was £40, I'm really not happy with this.

I'll try & contact them tomorrow, but if I get no joy I'll have to do a chargeback on my debit card. Screenshot below taken at 10:45 pm.

sheramber

That only says it is a planned date.  That record only shows preparing your order but nothing further has happened.
It does not yet say it is out for delivery.

robatwork

Their systems obviously can't cope with the quantity of collection and delivery orders they are getting.

My experience was that they never sent a correct "Order picked and ready for collection" email. Their IT and phone offering is overwhelmed, which given how long they have had to get used to these extraordinary circumstances is disappointing.

Omar_Little

sheramber said:

That only says it is a planned date.  That record only shows preparing your order but nothing further has happened.
It does not yet say it is out for delivery.

That is exactly the problem. I had a number of dates available when I made the order on 2/11, and selected 16/11 which is shown in the screenshot. There was no progression after 'we are preparing your order', and the screenshot was taken at 10:45pm on the day it was due, as previously stated.

My only option was to reschedule, which I did for yesterday 27/11 and again the order did not arrive - status still shown on their website as my screenshot above but with 27/11 as scheduled date. They still have my money, we still have no bed.