IKEA delivery - won’t help carry sofa?

DGDG

kimwp said:

How did you know that the driver was not able to help if the delivery didn't happen?

Because we spoke with ikea and also the delivery company when we tried to organise the delivery for the second time 

For those who suggested I tip them - I could still be faced with a driver who physically can’t do it, no matter how much I tip? I’m just worried I’ll have two sofas on the street with no way of getting them in. 

For the poster who said the driver must have the option to decline a delivery if the customer ‘has told porkies’: ikea sell you a service which is delivery to the room of your choice, provided the item can physically fit through any stairs and doorways. You only have to take measurements to ensure that the item can be safely delivered without the removal of any windows and doorframes etc. It’s on their website, and it’s what they tell you in the store. 

DGDG

sheramber said:

Cancel the order.

When a retailer said our order could not be delivered on the one day someone would be at home we told them to cancel the order.

Suddenly, the manager would arrange for the delivery on that day, which he did. 

Thank you, that’s what we thought but the call centre person was not that bothered, she only advised that they can’t process a return/refund on a Sunday, we were advised to visit the store to do it in person. Not sure this tactic works on a large company like this, they literally don’t care

user1977

DGDG said:

kimwp said:

How did you know that the driver was not able to help if the delivery didn't happen?

Because we spoke with ikea and also the delivery company when we tried to organise the delivery for the second time 

For those who suggested I tip them - I could still be faced with a driver who physically can’t do it, no matter how much I tip? I’m just worried I’ll have two sofas on the street with no way of getting them in. 

They won't leave them in the street, they'll just take them back.

DGDG

Which ultimately wouldn’t solve any of my problems. 

I can definitely problem solve outside of the given parameters (tip the driver, cancel the order, ask neighbour for help etc etc) but my question was really about the promise Ikea makes on their website and in the t&c of the delivery when you pay for it in person in their store. I reread them carefully this morning and am still baffled that we cannot seem to get the service we paid for. I’m leaving for work for the next two weeks and my wife has a heart condition and can’t help get the sofas upstairs so it’s not ideal. We wouldn’t have bought the sofas/organised for ikea to deliver them had we known. 

As it is we are left with a minimum of 45-60 mins on the phone to try to fix this or cancel the transaction which hopefully they can do over the phone. Meanwhile we have an empty sitting room, and ordering sofas from anywhere else will have a lead time of several weeks. 

Grumpy_chap

DGDG said:

Because we spoke with ikea and also the delivery company when we tried to organise the delivery 

DGDG said:

 that’s what we thought but the call centre person was not that bothered, 

I wonder whether this all really boils down to being too anxious and asking too many questions in advance of the delivery.

The IKEA terms say you need to provide access and the delivery team will try to deliver to the room of your choice (including reference to staircases and lifts) and that the delivery team will discuss options if the room of choice is not viable.
https://www.ikea.com/gb/en/customer-service/terms-conditions/services-terms-and-conditions-pub8c206171/#c021df00-dc37-11ec-8a0e-e970c12c7346

Delivery restrictions

Before the delivery, please ensure that there is sufficient access and space and that any staircases and lifts providing access are suitable for the delivery. Please move fragile objects which could be damaged during the delivery, including lights, vases, and pictures.  Every effort will be made to deliver the products to your room(s) of choice, provided it is safe and practical to do so. However, if our delivery team believe it is unsafe to deliver the products to the room(s) of choice, then an alternative room will be agreed with you where possible.

If our delivery team consider that delivery to the room(s) of your choice is likely to cause damage to the products or to the property, they will let you know and record the concern on a delivery document. You can still accept the delivery but we will not be liable for any damage caused to the products or the property. However, our delivery team will take reasonable care when delivering the products.

Our delivery team are not permitted to and will not: remove doors, windows, doorframes etc. in order to complete the delivery. You must arrange this before the delivery takes place. Our delivery team do not carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging. Our delivery team will not remove their footwear whilst making deliveries. If you are concerned about possible damage to flooring, please make sure you cover the flooring with protective sheets.   

Please note that any changes you make to your order after your order has been placed might have an impact on the delivery service we can offer and the price of the delivery.

What did the OP ask when talking with the call centre?
Frankly, the call centre staff don't undertake deliveries and probably don't care a great deal either.  If they are faced with an off-piste question or customer, the call centre staff will probably just default to the "computer says no" answer and cancel the delivery / order.

If I were the OP I would simply provide honest and factual answers to the questions that are asked and nothing more to arrange the delivery (from the same terms above):

Important information

When you arrange your delivery, we will ask you to provide certain information. This information will be recorded on the delivery document and the delivery will take place at the delivery address you specify. If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by informing you in writing.

What did the OP advise when asked for the "certain information"?
What outcome did providing that information result in?
What were the specific parameters that led to the "computer says no" outcome?

In cases like this, I have always found it really is best to say only what you need to say.  One they turn up, the delivery crew usually want to get the job done successfully and will work with you to achieve that outcome.

user1977

Grumpy_chap said:

DGDG said:

Because we spoke with ikea and also the delivery company when we tried to organise the delivery 

DGDG said:

 that’s what we thought but the call centre person was not that bothered, 

I wonder whether this all really boils down to being too anxious and asking too many questions in advance of the delivery.

Yes, I suspect so. If there's only one (fit/able/willing) person in the crew then the sofa isn't going to be loaded, never mind unloaded, irrespective of where it's going. Which is probably why the delivery was cancelled - they just didn't have a suitable two person crew. I've never had a delivery where I've been expected to help out with the shifting.

MyRealNameToo

user1977 said:

DGDG said:

kimwp said:

How did you know that the driver was not able to help if the delivery didn't happen?

Because we spoke with ikea and also the delivery company when we tried to organise the delivery for the second time 

For those who suggested I tip them - I could still be faced with a driver who physically can’t do it, no matter how much I tip? I’m just worried I’ll have two sofas on the street with no way of getting them in. 

They won't leave them in the street, they'll just take them back.

In theory they will if the customer doesnt tell them to take it away. Had two items delivered, one offered a kerbside delivery for free or £150 to deliver it where you wanted/set it up. The other only delivery option was kerbside. 

Too tight to pay £150 for a 10 minute job and didnt need the "setup" aspect. On the later it was a 150kg item to go up 4 flights of stairs effectively and so used a local removals company as an end of day job and so yes it was sitting outside the building for a couple of hours between the delivery arriving and the removals chaps being free to assist. 

Had thought of using TaskRabbit but the prior time doing so the person that turned up was a dumpling and was worse at climbing the stairs than me. 

Agree with others however most drivers are good at these things and will be fit enough to do it and cash is always a good incentive. They are given discretion for various reasons and some are more grumpy than others. Our new washer and dryer were delivered on different days, the washer guys (much heavier) had no problems at all, the dryer guys the next day said they knew there was a staircase involved but if it doesnt go up in one then it aint going up. Thankfully it did and really thankful that they weren't the guys sent with the washer. 

TELLIT01

Many companies only deliver to the door, but that statement in IKEAs website suggests they do deliver to the requested room.

jon81uk

Did you buy in-store or online?

Ikea delivery from in-store is very different to online.