IKEA Complaint Escalation

Linple123

I wonder if anyone has any advice on how to escalate a complaint I've lodged with IKEA. 

I first raised the complaint a month ago relating to my kitchen installation, and was told they would wait until installation was complete until addressing the complaint. The day installation was completed I asked for advice on the next steps and received an email saying that the person dealing with my complaint had gone on leave and would get back to me when she returned in two weeks time.

At this point I pushed back and advised that I was not prepared to wait for that, the complaint had already dragged on longer than I wanted to and highlighted that all complaints go to a generic email address so all the details should be accessible regardless of anyone being on annual leave. I requested a response within 5 working days, or I would raise it with the appropriate ombudsman and I copied in javier.quinones@ikea.com in the hope that this would raise the issue more quickly. 

I got a response telling me that Javier is the US CEO and has no impact or influence on how my complaint will be dealt with, and that if a new person has to deal with the complaint, it would take them 10 working days to respond to me, so someone would be in touch by the 6th. 

On the 6th, I received an email from the original person who I had been in contact with saying that she was back from leave and would be in touch in due course. I responded to say that I hoped that the promise of a substantive response to my complaint by the 6th was being upheld and again noted that I am not happy about how long these issues have been ongoing. I have had no response. 

When I have googled IKEA Ombudsman the only result coming up is the Furniture and Home Improvements Ombudsman, and from what I can see, IKEA is not a member and so they cannot support this issue. 

I'm at a bit of a loss of what to do, and it feels like my emails are just being ignored.

Thanks for any tips!

theonlywayisup

I think perhaps you should let the person who is dealing with it have some time to establish what the issues are and come back to you with a solution.  If they emailed you on 6th, that is only a day and a half ago, so perhaps see if they can assist.

What exactly is the complaint?  How did you fund the purchase?

m0bov

What's the issue? Often there is a policy, it could take x days for them to complete their investigation. Unlikely anyone else other than Ikea will help, or you can go legal. 

Linple123

They had said they would come back to us with a response on the 6th, which allowed them 10 working days to assess the complaint. 

jon81uk

Did you buy in-store?

Another poster recently who was having issues with an appliance and getting no-where via phone customer service went in store, spoke to the manager and got an immediate resolution.

But as your complaint is already being handled by someone who may come back to you today it might not help to go into store.

[Deleted User]

Try this
https://www.resolver.co.uk/companies/ikea-complaints

born_again

Deleted_User said:

Try this
https://www.resolver.co.uk/companies/ikea-complaints

But the OP already has a complaint running with the company.  Opening another complaint is not going to solve the issue any quicker.

Resolver are only a 3rd party company.

[Deleted User]

born_again said:

Deleted_User said:

Try this
https://www.resolver.co.uk/companies/ikea-complaints

But the OP already has a complaint running with the company.  Opening another complaint is not going to solve the issue any quicker.

Resolver are only a 3rd party company.

I had an issue with a seller and they were no help at all so I contacted Resolver and they helped me get my money back within a couple of weeks.

theonlywayisup

Deleted_User said:

born_again said:

Deleted_User said:

Try this
https://www.resolver.co.uk/companies/ikea-complaints

But the OP already has a complaint running with the company.  Opening another complaint is not going to solve the issue any quicker.

Resolver are only a 3rd party company.

I had an issue with a seller and they were no help at all so I contacted Resolver and they helped me get my money back within a couple of weeks.

Resolver is just a glorified online filing cabinet.  They don't do any work, you do. 

sheramber

Resolver only do what you can do yourself, send a complaint. 

They have no more influence or  authority than you do.

[Deleted User]

sheramber said:

Resolver only do what you can do yourself, send a complaint. 

They have no more influence or  authority than you do.

They assist you and point you in the right direction in making a complaint to get your money back when a company are holding back on your refunding your money.