Company refuses to give their complaint procedure

seviluk

Hi I was wondering if anyone can help. I’m trying to do a complaint but the company is not giving me their complaint procedure eg like who to send the email to etc. I have asked them few times now and now they won’t even answer my emails. Can someone give me advise as what I can do? It’s a company called Swift they work in Ikea and they do deliver. It’s a separate company to Ikea. 

user1977

There's no general need for businesses to have a complaints procedure.

You'd be better telling us what it is you're trying to complain about. 

seviluk

user1977 said:

There's no general need for businesses to have a complaints procedure.

You'd be better telling us what it is you're trying to complain about. 

I have purchased some foods from ikea and paid swift to deliver it. The delivery is between 1-4 days and they will let you know 1hr before delivery. They texted me the day after and turned up 4 hrs later which is fine. I open the door to them and went I side to make space for the items. 5 minutes went by and they didn’t come in so I looked outside and the van was driving away. I am managed to shop him and he said he has the wrong items and he is going to get the item and deliver it in couple of hours. I think he didn’t want to carry it to 3rd floor, which I asked before I purchased the items If that will be a problem. They never came back and swift wouldn’t answer my messages. Half of the item turned up 4 days later with one item damaged and the other half the delivery person doesn’t know anything about. I managed to speak to someone from swift they said they are looking for it. Next day they said they found it and will get delivered the same day. Two days later after number of emails later they said no sorry we don’t have it but we will look for it again. But they can’t help me until it’s found. So On day 9 I went to ikea they said we will help with your items, they got the items from the floor and delivered it themselves the next day. The reason he told me wasthat swift has lost the items and they were shocked at how they were dragging it out. Swift called next day (day 10) and told me they are sending the items and it’s on the system giving me the same delivery details as ikea. I told him no I went to ikea and they are delivering it. I was told the first driver apparent said I wasn’t home and took the stuff back. I took a week off to get my daughters room done which I haven’t managed to do now and will need to pay someone to do it. The person I was emailing wouldn’t let me get in contact with someone higher saying they are the manager. But he did offer me £5 compensating for the trouble caused. There is more to it. But it will take too long. Team manager did call me and said you are right and how sorry that are  and he will get back to me next day when he speak to someone higher up which was Tuesday and he never did call me or  answer my emails. So I don’t know whom I emailing my complaint to. The same people are answering the emails. When I mention complaint they stop responding. 

born_again

You could try finding the CEO email address & sending to them.

But only regulated companies need a complaints procedure.

seviluk

born_again said:

You could try finding the CEO email address & sending to them.

But only regulated companies need a complaints procedure.

I did try to find the company online but couldn’t find it. I think the company is called something else. I will try ikea again and see if they can help. The person I spoke to on the phone said they don’t have any information. Thank you for replying  

born_again

Given you have spoken to them, then google phone no or what was their email you used?

Manxman_in_exile

I'm not familiar with buying stuff from IKEA but what do you mean by "they work in IKEA" but that they are a "separate company"?

I understand the separate company bit, but how do they work in IKEA?  Do IKEA recommend their services?  Are they agents of IKEA?  Are they IKEA's delivery agent?

If you can't get satisfaction out of Swift - or you can't find out who to complain to - I'd be complaining to IKEA and be asking them why they allow themselves to be associated with this company whose customer service has been appalling, and then give the story in detail and explain the inconvenience, extra cost, extra time off work etc.

Probably won't get you anywhere - I'm not sure IKEA's record on complaints is that great - but nothing to lose.  Attack them both...

sheramber

From your first post I read that Ikea supplied and delivered the products you had ordered.

Although Swift have mucked you about what are you trying to achieve from them?

user1977

Just to clarify, you now have all of the things you ordered, and Ikea have offered you £5 on top as compensation for the hassle? What resolution are you seeking?

Alderbank

seviluk, which country are you shopping in?

You say 'I have purchased some foods from ikea and paid swift to deliver it. It’s a company called Swift  I think the company is called something else.'

IKEA do food deliveries in many countries including USA, but in the UK they don't partner with anyone else to do food deliveries. Their UK website https://www.ikea.com/gb/en/customer-service/services/delivery/ says:

potted plants and food/beverage products are in-store purchases only and cannot be delivered. 

Is the company you used a third party company who will go into IKEA as a customer, buy foods over the counter and then deliver them to you?

Olinda99

Do you mean this courier company?

https://www.swiftlogisticsgroup.co.uk/