IKEA homeowners and renters reviews and complaints 406
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Rude/Hostile Driver
On May 27th, 2015, I got on the Ikea Bus Shuttle (leaving at 6:50 pm, number 411) going to 9th street and 4th avenue in Brooklyn. The Ikea is located in Red Hook, Brooklyn. The bus driver "blew up" on me after I didn't hear him the first time. I asked what time the bus leaves, he responded once and I did not hear him so I asked again. He said "How many times can I repeat myself?" He persisted and continued to be rude and then shut the door in my face, catching my fingers in the door. I knocked, asking him to open the door. He yelled that he can open it whenever he wants. When he finally opened the door for other commuters, I told him that I will be filing a report. His exact words were "You can file any report you want, I can act however I want to whomever I want because I worked for the city for 40 years and I am retiring soon".
I understand it is not a crime to be rude but I feel like the general attitude of the Ikea Bus Shuttle employees in general is rude and unprofessional. This is the first time I file a complaint because this driver in particular crossed the line entirely.
Delivery Service at Store
KEA : I went to Ikea store and purchased few things.I can tell you there is no single second shopping experience I got it from there.
Once you note the item article no ( table or chair or anything except big stuffs) then you need to go to each row and take the appropriate item and put it in the trolley. You need to be a worker and a shopper at the same time.Now nightmare comes when you really buy say a mattress. Then they will give an order sheet which you need to submit to the delivery section. Finally it will be billed after standing in a long queue .Remember if you are arranged items in trolley with the bar code hidden, then you are gone. You need to take every item in trolley and rearrange..Now comes the greatest frustration.There will be a long queue like a caltrain in the delivery section where we will learn tremendous patience ( no need to take any personality course, I promise you ) . Around 7.30 PM I went to the queue and to move each person forward, it takes 15 to 20 mts. Worse than 101 N over bridge traffic. Finally around 8.45 PM I am able to make my presence at their desk.Around this waiting period what I am seeing was the entertainment moments from the customer service (hate to say service) where they are playing around the corner, like a slow motion scene from a movie..Ohh sorry to say you are too slow or you dont have enough enthusiastic resources to make the delivery service better.Yes If am you r CEO, I will make that things happen within moments . One time I thought of canceling the entire order. But at that time I was almost 5 hours late ! Now the lady at the desk started doing conversation with me. She scanned every other items and then for the mattresses she told me to go to another queue (furniture delivery) I was really shocked ! First time I had this kind of experience.
Never ever I go to this store again..Then I waited in furniture delivery almost 1 hour and I had a chat with representative..He told me to wait another 15 mts and finally he noted down my order no in a book and asked me to go to delivery service. Wooooo...Then comes the "No Availabiliy Date" answer from the lady. "I can deliver only after 3 days, the other slots are full " . Look here I am not the reason of being other slots full. You need to make arrangements to make every slot available for every customer . I am an Indian .Remembering these words from our father of my nation " A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."
While writing about this complaint, my fingers are fast moving typing the keywords because of frustration and disappointment.Guys you need to make your delivery service logically improved.The current system is outdated. Apart from focusing on revamping the warehouse, let us do this
delivery issues
I purchased 10 items at the Brooklyn location on 3/7/2015 to be delivered to my place of residence in Brooklyn the following day. I paid $99 for the delivery on top of over $1000 for the items. I was told it would be between 5pm and 9pm. 3/8/2015 arrives and I waited at my house between those times until 8pm. That's when I proceeded to call the contact center because I did not hear anything about my delivery as of yet. I called the contact center and they informed me that my delivery was not going to happen because a particular item was not selected on time for the delivery. My main question is why I was not notified of this before the delivery time? The customer should always be in the know of what going on with items he/or paid for. The fact that I had to call to find this information out is unbelievable and has left me with horrible service from Ikea. This is my first time moving away from home and the first place I thought of when it came to furnishing my new home was Ikea. I'm definitely rethinking this decision because the moving out experience is overwhelming as it is. This experience with Ikea Brooklyn has made it the worst experience/ service of my life. Completely inefficient. I was told that my delivery fee will be refunded however I also requested that my delivery be at the earliest time possible on 3/9/2015 between the delivery interval I was given (7pm-11pm). Now I have been inconvenienced enough as it is and I believe I am at least due that accommodation. I have been very patient and calm throughout this ordeal and would like to see this resolved as soon as possible.
the cheap turns to be the more expensive talking about ikea
Don't buy at ikea! The cheap turns to be the most expensive talking about ikea. The worst service i've ever seen. I bought ikea for many years in europe with a decent customer service, but since I moved to the usa my experience at ikea usa it's the worst ever. I bought a lot of furniture by phone because definitely it was impossible to do it online, it was over 3 months ago, and it cost my over $7, 000.00. Today I haven't receive anything, despite the delivery day was two weeks ago. I spent over 4 hours in the phone in three calls for nothing. The service you provide is like the worst trash! Every time I call, you come with a different great idea! "now, two items are not in stock…" or "you have a new order number! Why? Who knows!" amazing, unvelibeable, illegal! You charged me over 7 thousand dollars for a service I didn't received! All over the world this is to steal! I will keep on writing complaints in all walls, blogs, facebook, twitter while a wait on the phone! If you want to save money and time, forget about ikea!
Guadalupe moreno toscano.
The complaint has been investigated and resolved to the customer’s satisfaction.
Penalize customers by its pending procedure/ No customer care
IKEA CANADA, CALGARY ALBERTA
Penalize customers by its pending procedure/ No customer care
Don’t know whether the headquarter of Ikea Canada notices it or not; Ikea at
Calgary definitely is home to many de-motivated employees. It’s an
exceptionally bad example of inept management and tardy front-line to those who
are interested in studying Commerce/ Management.
We bought a dining table set and some chairs (with tags of “see for
details”) at Calgary Ikea in-store. We paid all the items already but were told
to pick up those chairs at the delivery counter. Once the chairs were in-stock,
we didn’t know what was the purpose of waiting there for an hour? After an hour
of waiting, we asked the staff for why some people could get their things ahead
of us and those were waiting first? Of course, it wasn’t surprise that the
staff were foaming and babbling, making up some kind of alibis.
That’s just illogical and isn’t worth to mention here.
The department supervisor wasn’t around. So, other customers weren't sure what the hold-up was. We got the call numbers but never knew the time it took to wait there. The order still hasn’t completely processed.
We should consider to cancel it for good. It’s just a headache.
Maybe Ikea intentionally processes certain items/ orders in this way?!
The complaint has been investigated and resolved to the customer’s satisfaction.
problem with delivery and assembly service
I am very disappointed with ikea service. I had purchased a hosteland queen bed from roundrock ikea store at austin on 20/7/2014 and asked them for delivery and assembly on 7/26/2014. I did not receive any call from them on the due date inspite of getting confirmation from the customer care about my shipment being ready. I spent the whole day waiting for product to be delivered but no one came. They did not even inform that they will not be delivering it on time.
I called them the next day again to know about my order and I was shocked to know that against my order somebody had signed and said that it was delivered even though the package did not arrive to me. After contacting jwlogistics, they said that they were not able to deliver it on time for some unknown reason. This is very irresponsible behavior and this kind of service prevents me from making any purchases in future.
I am a working woman and I am busy during the weekday which is the reason why I had asked for delivery and assembly on a weekend. Even after paying the entire amount in advance for pickup, delivery and assembly, I have faced so many problems. Even now I am not sure when it is going to be assembled. They have not given me any confirmation yet. I hope that they work on their delivery and assembly process and try to prevent such inconveniences caused to customers.
I am very disappointed with IKEA service. I had purchased a HOSTELAND Queen bed from Roundrock IKEA store at Austin on 20/7/2014 and asked them for delivery and assembly on 7/26/2014. I did not receive any call from them on the due date in spite of getting confirmation from the customer care about my shipment being ready. I spent the whole day waiting for product to be delivered but no one came. They did not even inform that they will not be delivering it on time.
I called them the next day again to know about my order and I was shocked to know that against my order somebody had signed and said that it was delivered even though the package did not arrive to me. After contacting JWLogistics, they said that they were not able to deliver it on time for some unknown reason. This is very irresponsible behavior and this kind of service prevents me from making any purchases in future.
I am a working woman and I am busy during the weekday which is the reason why I had asked for delivery and assembly on a weekend. Even after paying the entire amount in advance for pickup, delivery and assembly, I have faced so many problems. Even now I am not sure when it is going to be assembled. They have not given me any confirmation yet. I hope that they work on their delivery and assembly process and try to prevent such inconveniences caused to customers.
The complaint has been investigated and resolved to the customer’s satisfaction.
over 7 weeks delay in delivery, with 3 different days lost at home expecting the furnitures to be delivered. no convincing explanation given
On the 17th of may 2014 we order through ikea france website (http://www.ikea.com/fr/fr/) some pieces of furniture and other objects. nr of order: [protected]. a delivery date was given to us as of the 22/may/2014. on that day, i was not going to be at home due to a business trip. i called and wrote to ikea to change the delivery date and a new date (2/jun/2014) was agreed. on that day, i received a phone call from ikea telling me a delivery could not take place and a new date was given to us: the 13th of june. on that day, i requested permission for my company to work from home, waited all day, but nothing was delivered, although i contacted ikea several times through the day and they reassured delivery would occur. at the end of the day; i called ikea again, and they told me problems with the delivery van and that they could not bring the furniture to my house. a new date was given to us (27/jun/2014). on that day whole process was repeated; again i requested permission for my company to work from home, waited all day and nothing was delivered, even if, on the phone, i was reassured several times that delivery would occur. at the end of the day a final phone-call to ikea produced the same type of response: "there are problems with the delivery today and we were not able to get to you house"; for the third time a new delivery date was agreed, namely the 4/jul/2014. on july 4, i requested permission at work to stay at home (hr authorized it for the last time) and again no delivery occurred. i have electronic copies of all delivery agreements. i also tried to contact the delivery company (www.vir.fr), but it was impossible to talk to them, although i did a large numbers of attempts.
In summary: more than 6 weeks after buying at the ikea website some pieces of furniture and small household objects and after having stayed at home 3 different days, as agreed with ikea, waiting for the delivery, i still have no furniture and don't know how to proceed. i can't request a 4th day off the office at my work and can't cancel the shopping, as it has been already charged. no real help or solution has been provided by ikea france and i feel completely double-crossed by the company. any help with this matter will be appreciated and if there is a way to foreword this complain to ikea france, i would be delighted, as there is no place at ikea’s website to place this type of information.
[protected]@gmail.com
theft
We spent over $4500 on home furnishings at ikea usa (Plus delivery and assembly). On the day of delivery, a number of items (Totally $349) did not arrive. We called ikea and informed them of this and were told we would hear back within 48 hours. We didn't hear back so called ikea 5 days later at which point we were on the phone either on hold or being passed around to different customer (Mis) service representatives. No-one apparently has the authorisation to refund the money, re-order the items that weren't delivered or provide a store credit. This is daylight robbery. Once ikea had our money they were happy not to provide the items we had purchased. Surely this is against the law?
bad customer service
I bought glasses and 2 sofas from the website www.ikea.co.uk. I placed the order and paid for it. I received a confirmation email and the tracking number. After several days, my order arrived, but the sofas weren’t the same colour as I ordered, and the 2 glasses were broken. I sent them several emails and asked the online agent for help, but I received only promises. They did nothing. Maybe there are people, who bought from this website and can help me to return money back.
mattress
Ipurchase a bedroom set from them. I know they are not top of the line because it is throw away furniture and very cheap because they are made in china or somewhere in the far east and because it is always full of asian in the store and they are buying their products. Is ok. But cheat me like this? Come on. . .
What happened? I telll you. I was having a cup of coffee in bed for breakfast and i spilled the coffee on the bed and the mattress got stained. I could not remove the stain. I asked for my money back and nothing. Now i have friends coming over to stay with me and they will see the coffee stain that appears to be urine. Shame on you ikea. Return these cheap mattresses.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer verbal abuse
On the morning of March 11th, 2013, I was expecting a delivery from IKEA to the Jacobs Javits Center.
Deliveries are accepted into the Center through the Center's Shipment Receiving Area. The Center's labor union (Freeman) is the group who must accept all deliveries to the center.
When the driver arrived, he saw that the delivery line to reach the shipment receiving area was very long. He was unwilling to wait.
He suggested that I bypass the center's union labor group and receive the shipment outside by his van myself.
I informed him that I was not in Manhattan based on the understanding that all deliveries must be delivered through the Jacob Javit's Labor Group. It would be another hour before I could run back to the center.
He said he could not wait in line and would not be able to deliver the shipment. He suggested I reschedule the delivery.
I called IKEA Brooklyn Store and received the most shocking, abrasive and awful customer service.
The name of the service person who answered my call was: Witima.
Not only did she scream at me, but she also bereaved, insulted and hung up the phone on me. Throughout the conversation, she cut me off and did not allow me to explain myself.
Below are the facts of our conversation:
- I called and explained the above delivery situation to Witima.
- She said I would be charged $100 to schedule a re-delivery.
- I explained that the issue was the driver would not wait in the delivery line to reach the shipment receiving area of the Javits Center because it would take longer than 15 mins.
- Ikea never told me the driver would only be willing to wait 15 mins.
- Had I known that this information, I could have made other arrangements.
- Based on this lack of information from IKEA, I did not feel that I should have to pay the extra $100 to reschedule the shipment.
- Witima said over the phone that this situation was all my fault.
- She said I should have known that the driver would only wait 15 mins.
- When I explained that IKEA never told me this when I placed the order, she sarcastically shouted "did you expect the driver to wait 2 hrs in line?"
- She then repeated that this was all my fault because no one was present to accept the delivery.
- I explained that there were people there to accept the delivery (the Center's shipment receiving center is open with people ready to take the shipment) - the problem was that the driver did not wish to wait in the delivery line. Witima cut me off.
- She bereaved, insulted and challenged me. She sneered that this was not Ikea's problem and reiterated that I was wrong. I should have known.
- She scoffed and told me there was no way she would reschedule for me unless I paid the $100.
- She gave me a "who cares" attitude and said "if you want your order, you need to pay the $100."
- I tried to explain my situation and why I felt I should not have to pay another $100 when it was IKEA who did not give me the right information.
- She finally got so mad she screamed, "WE WOULD HAVE TOLD YOU"
- She claims to have spoken to her manager Kathleen and that the manager agreed with her about charging me the extra $100.
- I asked to speak and explain my situation to Kathleen because I did not feel that Witima understood or was listening.
- Witima told me, "No you can't speak to her. She's on lunch."
- I asked Witima when Kathleen would be done lunch.
- Witima shouted, "I don't know when she's done lunch. You will just have to wait."
- I told Witima that this was terrible customer service. I've never been spoken to like this from IKEA before.
- She said "I will have the manager call you back" and without asking for my contact information she hung up on me.
- How could Witima have spoken to her manager if she was away on lunch? How could Kathleen call me back about this situation if Witima never took down my contact information? Would Witima even pass on my message to Kathleen?
Your company makes a claim on your website that:
" IKEA co-workers tend to be down-to-earth, hard workers with a genuine willingness to work together. While there are many reasons to join IKEA, if you ask co-workers why they stay, their number one response is “because of the people"."
For a company that prides itself for the people it employs, I do not believe that someone like Witima upholds this claim.
I am shocked that IKEA would permit their employees to treat their customers in such an abhorrent and despicable manner.
Not only did Witima raise her voice to verbally abuse, insult and demean me, but she also never listened to what I had to say. She cut me off throughout the conversation and in the end, hung up on me.
In her mind, she was right and I had to pay for the $100 re-scheduling fee even when IKEA never gave me the full information about the delivery procedure.
I am so disgusted with the treatment that I have received. How can a company condone this kind of behavior from one of its employees? The experience I just received from Witima makes me sick to my stomach.
The shipment is still not rescheduled. I have not heard back from Kathleen.
bad service/incorrect details
I just wanted to post my terrible experience at the IKEA Baltimore store. I would include the stores phone number but they wont talk to you unless you have someones extension. Below is the email I sent to the companies President (which I will probably not receive a reply to) that explains the complaint. There is more to it, but this is the basic outline. I thought I could share my recent experience at IKEA with someone who might care. Please read below.
I recently purchased a IKEA Brimnes Queen size Storage bed from the Baltimore, MD store. The store is 2 hours away (that is not the problem but it made it harder for me for what I am about to mention) We started building the bed and couldn't get past Step 1. The instructions were calling for two boards that we did not have. Apparently IKEA now switched it to one larger board instead of two separate ones, and did not change this in the instructions. We spent a long time on the phone with the Baltimore store explaining the problem and they ended up sending us the same pieces, which nothing can be done with so now we just have three extra pieces. They also were not aware of the change in the boards until we all figured it out. We started again trying to build the bed and were stuck on Step 2. Step two calls for two boards to be connected into the one long board (as mentioned above). The holes to mount these two did not match up at all and the included bolts were not accurate. We again called the IKEA store for them to finally tell us these two boards are not needed, even though they look like a major part of the support system in the bed. We again moved on. We got to step 30 and it called for a piece that we clearly did not have. We searched everywhere thinking we misplaced it. We did not. After another call to the IKEA store were told this is a Skorva Mid-beam that sells for $10. They did not tell us piece had to be bought separately and needed in order for us to assemble the bed. There is no sign at the store nor did anyone mention this to us. So we had to stop again and figure out what to do next. At this point I really just want to return this bed with this mess. My question is, why is the Skorva piece in the instruction booklet with no note on what it is, or that you need to purchase this separately? There really should be a note saying you need to buy this piece separately. So now once again, almost a month later I have a half built bed in my bedroom and again have to pay more money to finish it. The store is two hours away and they could not even send up this part we need. This whole experience has been a nightmare and I will never recommend IKEA products to anyone. It has been a waste of time and money. I just hope you can update these issues so the next person doesn't come across them. I did some research on this Skorva piece and a lot of others share my frustration with this. Why can this not be changed?
I received damaged furniture on all three pieces from WA Furniture Express. Asked to have it all returned. They said it would be fixed and ordered parts. I don't feel that I should have to except new furniture and have to have it all fixed. The quality is terrible and should never have been delivered.
I ran into the same issue. They never mentioned about the item mentioned at step#30 (in the assembly instruction of BRIMNES queen bed) anywhere in store to purchase it. Even at the beginning of the instruction, it asks to review if all the items are available. There also its not mentioned about the part at step#30.
Absolutely the same problem; stuck on step 29 because the part for step 30 is not included. At the store they tell you you need boxes "1, 2 and 3" so we got all three boxes. Nowhere did it say you needed a fourth part and that it had to be purchased separately. Ikea is far away from us too so we don't want to go back for something THEY did wrong.
total incompetence
The delivery came with parts missing twice and the assembly people didn't show up with scheduled deliveries. The company didn't care and said it was Ikea's fault. Ikea said it was Urban Expresses fault. This is the absolute worst service and a complete rip off. I would never buy furniture from Ikea again and never have Urban Express deliver.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service
Over three weeks ago I purchased the Manstad sofabed from the Ikea Emeryville, CA store. I paid $799, 00 for that sofabed plus delivery to my house.
When they delivered the couch I began assembling it and one of the arms wouldn't attach to the rest of the couch. After hours of attempting (I'm very good at assembling) it became clear that there was something wrong. I called their store customer service, filed a complaint and they told me my case would be answered within 48 hours. 5 days later...nothing, not even a call. I called back and they told me they didn't know why that happened, apologized and said someone would be contacting me within the next day. Nothing again, this went on for 3 weeks now, I've called 7 times and have yet to receive a call back or resolution. every time I call, customer service says they either can't contact anyone in the store or the store clerk says they can't do anything about it but will pass it along and call me back within 24 hours.
I got directed to one of the store managers, Felipa, who gave me her number and phone extension, but she NEVER EVER answers it. I work long hours, so going to the store is not an option, especially because I can't carry the couch by myself.
The complaint has been investigated and resolved to the customer’s satisfaction.
return - refund
We purchased a chair and footstool on 5/14/12 drove it home (50 miles btw) took it out of the box and put it together. Didn't like. The return policy states on back of receipt. " If you are not entirely satisfied with your purchase. simply return the unused item in its original packaging within 90 days unless noted below - (mattress policy below that). A receipt is required for all returns and exchanges. " So today I drove the 100 mile round trip to return the chair in it's original packaging. At the return counter I was told - I can have store credit because the item was taken from the box and put together. It was considered USED. It was not used. It was PUT TOGETHER and then promptly taken apart and put back into the box. I asked to speak with a manager. Same argument. I took the store credit because I was frustrated and wanted to get the hell out of there. I call the main IKEA and they tell me there is nothing they can do. This chair cost 584.99 I have no intention of ever buying from IKEA again. I'm stuck with a return card. I did get the number for the corporate office and called - left a message for someone to call me back. I was told that each store decides their own return policy. MY POINT IS ... HOW does one know if they are satisfied with an item if they don't take it out of the box? This makes absolutely no sense to me! So their refund policy is actually bogus. Once you give IKEA your hard earned $$$$ they keep it essentially. No matter what. So now I have a return/gift card for $584.99 and I hate IKEA. Great job IKEA turning people against shopping in your store ever again.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service and product quality
As a contractors I could not believe how my customer was treated. First purchase of 7k all substandard materials and not complete. Second purchase 6k, order canceled. 3k order to be delivered tomorrow. I am advising my customer to return all IKEA cabinet components. Have never saw such expense and garbage in the market. Customer service the worst next to salesmanship.
The complaint has been investigated and resolved to the customer’s satisfaction.
OMG - your customer is a complete ###
ikea is ALL crap
everything the sell is garbage
sexual ad
I just saw the new kitchen ad from Ikea. The guy asks the gil if she wants to go upstairs to have sex and the girl makes some comment about the kitchen being insured and they proceed to get intimate. This ad came on before 9pm which in my opinion is much to early for an ad with such questionable content.
The complaint has been investigated and resolved to the customer’s satisfaction.
If your talking about the commercial where the couple are making out in the kitchen and the guy wants to go to the bedroom and the women says why the island is under warranty? that's commercial is hilarious! Lighten up, it's clever and funny. You take things way too seriously and are too tightly wound! Get over it.
Ikea was always well known for funny and memorable commercials. Resorting to putting in blatant sexuality is very offensive. Our world is quickly losing all values and wholesome and funny commercials were something consumers could count on, at the very least, for buying furniture. Ikea marketers need to go back the the drawing board and revisit their past funny, witty and great advertisements. Our world is already flooded with sexual overtones. Not impressed at all. Leave the sexual overtones to the condom commercials...please.
I'm sure any newly married couple would want to express there love when they have alone time. Like when parents send there kids away for a weekend or even if they have a date night. Ikea's approach is very different, it's a view that anyone in society can relate to. There approach was unique. The complaint should be directed to IKEA but rather your local TV station. I've seen it aired on the food network which has content related to the content of kitchen usage and even as far as Maury where other watching can relate to the situation/subtext of the ad. I personally love the commercial. It's unique and the performers did amazing to depict a couple who just had a good dinner and are ready for dessert. So if for some reason you wish not to view this ad, contact your local station.
Thanks,
---VinnieSal
I want people know that they will get over on you
I made a purchase at ikea in february 2009 for maybe 20 or 30 dollars I never received a bill honestly I forgot until 2 months later for 100.00. They claim the bill was sent back but why is it that this bill was recieved for 100.00 and also why did I never receive a phone call after the first month. I believe that there was never a bill sent out purposely so I could accumulate charges. This is actually my second problem with them and I want people know that they will get over on you so be careful when you use your ikea card.
customer service
This is the first time that I’ve ever written a customer review about anything. My experience with Ikea was comically terrible and I felt that writing a review highlighting my experience would give me a small sliver of recourse and hopefully save someone else from the exceptional levels of frustration that can go along with shopping at this retailer.
I bought a bed from Ikea on a Friday that came in two boxes. When I got home, the materials in box 2 very obviously did not fit with the materials with box 1. I called customer service to try to figure out what happened (why materials that were in box 2 were incorrect).
I spent an hour and 15 minute on the phone with multiple people. I found out that the model of the bed that I’d purchased had an old model and new model – however, the old model boxes were intermingled with the new model boxes on the merchandise floor, with no distinction – this is how I ended up with two incompatible boxes.
The Ikea customer service staff did not seem to hold any power or ability to help to solve their error. They were disconnected from the rest of the business – they could not communicate with the staff at the store or the delivery team when they need to clarify information related to my case. Most frustratingly, they were seemingly completely uninterested in working to fix Ikea’s error - it was more like a line to listen to customer complaints than a way to solve problems.
Ultimately, after significant pushing from me, they agreed to call me back the following day to coordinate a day for the box with the correct material to be delivered. Over the next two days, the call did not come. On the second day after my call, I decided to go back to the store.
I waited 45 minutes in the returns and exchanges line before speaking with anyone. It was 45 minutes only because a man in line with a lower number (we received numbers upon arriving) was exasperated – he gave me his lower number ticket and left in disgust – in hindsight, there is no doubt that I should’ve taken his lead.
When I finally got to the returns and exchanges counter, the attendants were again unempowered and were seemingly making an effort to be unhelpful. In addition, there were not knowledgeable about their products (at least the customer service representatives could understand the old/new model distinction). Ultimately, I was given a receipt and gift card to purchase the correct box 2.
I then went to the merchandise area to get the correct box 2. I waited roughly 20 minutes in line at the checkout counter. Once I got to the clerk at the register, he said that I would not be able to buy box 2 without box 1. For the third time (after the first time on the phone with customer service and the second time at the returns and exchanges counter), I explained what had happened. I showed him the receipt from the returns and exchanges counter (which was time stamped, showing him that I had been there just minutes earlier). He called some sort of authority figure in the store over who then told me that I would have to buy the full bed over again.
At this point, I was appalled at the egregiousness of it all. Rather than lose my temper, which didn’t seem productive (although may have been a little bit cathartic), I left the store. I went directly to another furniture store and bought a bed. I then went home and threw out my partially assembled Ikea bed – it was not worth returning to the store to return the bed – I would rather swallow the cost of the Ikea bed than face the prospect of dealing with such willful unhelpfulness again.
Ikea’s initial error was in faulty inventory stocking. However, the real failures were in (1) their inability or unwillingness to communicate among different parts of the business (customer service, delivery, returns and exchanges, and the checkout registers were all totally unable to communicate with one another) and (2) their unwillingness to work constructively to fix an Ikea error in order to help a customer.
I would shrug and say that this was an isolated bad experience – but the 45 minute line in the returns and exchanges section, along with people leaving the line in disgust, suggests that my experience is not unique at all. If you are looking for furniture: as a fellow consumer, I strongly suggest that you shop elsewhere to avoid the frustration that can go along with shopping at Ikea.
Kevin
[protected]
deceptive return policy
We bought an unassembled sofa bed on Aug.09 and have noticed some sort of a defect on the product.
It exhibits random "warpage" on the individual wood framing being held by a "plastic" hinge which makes the connection "shallow" and not strong enough to hold it. As a result, some of the warped wooden framing comes off / disengages by itself which poses danger/hazard to any user. After about a week, I decided to return it and have requested an exchange for similar (non-defective product) or better product. The following IKEA personnel have not been very helpful to realize the importance of our concern especially the safety side of it: Liberty, Erin and Alex. As if you were talking to people "mechanically" fed with canned responses..like "robots". Liberty acknowledged the fact that there were obvious defects on the product which are potentially dangerous. Nevertheless, she opted not to process even for an exchange for a better product. I wouldn't be surprised because she mentioned she works as a HR Generalist. Basically not in the right position to evaluate and make proper judgment calls on anything like this? Furthermore, the sofa bed was back in their possession and they didn't give back my original receipt after all.
Here's what their return policy has stated:
Mattresses "Love it or Exchange it" Return Policy: You may exchange your mattress once within 90 days if you don't love it. Return your mattress with your receipt to the store and select your new mattress. We are unable to exchange your mattress if your merchandise is found to be dirty, stained, damaged or abused.
Sorry, we cannot accept returns on used bedding (linens, comforters, pillows, and pillow tops), cut fabric, products from the As-Is department, and custom countertops.
Besides that the product satisfied above-mentioned requirements, my original receipt stated: LAST VALID RETURN DATE IS : 11/07/11
Nevertheless, IKEA didn't honor and has violated their own return policy which is designed to confuse and indeed very DECEPTIVE. At the front of the receipt is another bummer, it states that they don't accept returns on assembled or previously assembled merchandise. Well, hello? Almost all the furnitures their selling are meant for assembling. Besides, how would you even know if the product functions well if you will not put them together or assemble it? There is a loophole on this policy. What about if you noticed a defect just before or even after assembling? How are they gonna handle it. I'm sure they will do all the tweaking!..'cause they don't have a policy for defective products at the moment. Meantime, they should've just stated their return policy as "all sales are final" or "no return, no exchange" because that is actually what they practice anyways. This is to prevent deception for a lot more patrons.
After all, I will not be surprised that concerned product will be subjected for a recall if not immediately addressed.
This is a lesson learned out of buying from IKEA so may this serve as an awareness to all patrons.
I'm very fortunate that I have the means, time, drive and determination to pursue businesses like IKEA through legal channels so for me this isn't really a big deal. Personally I feel very strongly about business ethics and would not hesitate to throw money in sought of justice - and I enjoy doing so. Therefore, to my fellow consumers that are looking to entrust their time, care and money into patronizing a vendor in the home furnishing industry I urge you to do your homework before placing your trust in IKEA especially at their Costa Mesa branch. They will give you all types of lame excuses! It was such an awful shopping experience. Beware!
The complaint has been investigated and resolved to the customer’s satisfaction.
IKEA In-depth Review
Product Range and Quality:
IKEA offers a wide variety of furniture and home decor products, catering to different styles and preferences. From modern to traditional, their range is extensive and diverse. The quality of materials used in their products is commendable, ensuring durability and longevity.
Website Design and User Experience:
The website is designed with user experience in mind. The navigation is intuitive, making it easy to find products within specific categories. The search functionality is efficient, allowing users to quickly locate desired items. The website speed is impressive, ensuring a seamless browsing experience.
Pricing and Value for Money:
IKEA offers competitive pricing for their products, providing value for money. When compared to competitors, their prices are often more affordable without compromising on quality. Additionally, they frequently offer discounts and promotions, making their products even more budget-friendly.
Customer Service and Support:
IKEA's customer service is highly responsive and helpful. They promptly address customer inquiries and concerns, ensuring a satisfactory experience. Support channels such as phone, email, and live chat are readily available for assistance. Their return and refund policies are fair and accommodating.
Delivery and Shipping:
IKEA offers various delivery options to cater to different needs. Their delivery speed is commendable, ensuring timely arrival of products. The packaging and handling of products are done with care, minimizing the risk of damage during shipping. They provide tracking information and maintain clear communication throughout the shipping process.
Store Experience:
IKEA stores are well-organized and have a thoughtful layout, making it easy for customers to navigate and find what they need. The availability of products in-store is generally good, ensuring a wide selection for customers. The staff is knowledgeable and readily available to provide assistance and guidance.
Sustainability and Ethical Practices:
IKEA is committed to sustainability and ethical practices. They prioritize the use of sustainable materials in their products, contributing to environmental conservation. They actively engage in environmental initiatives and promote fair trade and ethical sourcing, ensuring responsible business practices.
Customer Reviews and Ratings:
Customers generally express high satisfaction with IKEA's products and services. Positive feedback often highlights the quality, affordability, and variety of their offerings. Negative feedback is relatively rare and typically relates to occasional issues with delivery or assembly. Average ratings on review platforms are consistently positive.
Warranty and After-Sales Service:
IKEA provides warranty coverage for their products, ensuring customer satisfaction and peace of mind. The duration of the warranty varies depending on the product. Claiming warranty is a straightforward process, and IKEA offers repair and replacement services when necessary.
Online Shopping Experience:
The online shopping experience on IKEA's website is seamless. The checkout process is smooth, and multiple payment options are available for convenience. Customers can easily track their orders and receive timely updates. The packaging of products upon delivery is secure, ensuring products arrive in excellent condition.
Brand Reputation and Trustworthiness:
IKEA has a long-standing history and a strong brand reputation. They are known for their trustworthiness and reliability, consistently delivering quality products and services. Their commitment to customer satisfaction has earned them numerous awards and recognitions in the industry.
Social Media Presence and Engagement:
IKEA maintains an active presence on various social media platforms. They are responsive to customer queries and feedback, promptly addressing concerns and providing assistance. Their social media content is engaging, featuring updates, design inspiration, and interactive campaigns.
Accessibility and Inclusivity:
IKEA strives to ensure accessibility and inclusivity. Their physical stores are designed to be accessible to all customers, including those with disabilities. The website is optimized for online accessibility, catering to people with disabilities. They also promote inclusivity in their product range and marketing efforts.
Innovation and Technology:
IKEA embraces innovation and technology in their products. They integrate technology to offer smart home solutions, enhancing convenience and functionality. Their online tools, such as virtual room planners, enable customers to visualize and plan their spaces effectively.
Community Involvement and Corporate Social Responsibility:
IKEA actively engages in community involvement through various initiatives. They support local communities through charitable donations and partnerships. Additionally, they encourage employee volunteer programs, fostering a culture of giving back and making a positive impact.
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Contact IKEA customer service
Phone numbers
8800 234 5566 800 4532 +31 900 235 4532 +1 (888) 888-4532 +1 (866) 866-4532 +44 203 645 0015 +61 280 206 641 +43 800 081 100 +32 27 191 922 +45 70 150 909 +358 934 829 400 +33 969 362 006 +49 61 929 399 999 +353 15 413 300 +39 278 629 900 +47 91 502 340 +48 222 750 000 +351 800 203 020 +34 900 400 922 +46 775 700 500 +41 848 801 100 +86 400 800 2345 +852 31 250 888 +81 570 013 900 +966 920 004 532 +65 67 866 868 +82 16 704 532 +886 412 8869 +66 27 087 999 +1 (815) 592-4247 +1 (647) 746-4611 +1 416 646 8182 ext:2305Most discussed IKEA complaints
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