IKEA
reviews and complaints

Date: Sep.24, 2017
Time: 5:20 pm
Store: 347
Order#: [protected]
To Ikea corporate and Customer service management,
For many years, I've always embracing IKEA to my friends and family for its great products and best customer service. However, that believe had turned upside down as I encountered the most extreme and terrified customer service experience ever at IKEA East Palo Alto, CA.
I went in to return my items and were poorly treated by Rick, who claimed to be "the manager" at the time.
Not only I felt attacked and humiliate by him, he blamed me for not having my card as it was being stole couple days ago and I wasn't able to provide at the time of returns. Although he offered store credit, he never explained to me how it must work, even I had asked, as I do not plan to buy anything in the near future. So I asked if I can automatically get a refund back to the card without presenting it because I didn't want to go through the hassles of carrying the items back to my card and taking another extra 2 hours just to drive there.
However, Rick came out and was extremely RUDE and AGGRESSIVE. I felt like I was attacked and humiliated for what he blamed me as it my fault for not having the credit and for that I letting my card to be stolen. It made me feel like I'm being punished through his unpredictable behavior. All I asked is to find a better way to resolve the situation without any loss to either parities, and being as a manager, I wonder why he couldn't even meet IKEA's standard customer service policy, for what IKEA has always claimed to be. On top of that, I think he was very unethical and disregarded other people problem through using his "manager" title. He really need to be sent back to training, in my opinion.
I really urge that the upper management will take this into consideration to continue providing a great community and service to their customers, instead of allowing one of their employees to act as he wishes on his behalf and ruin IKEA's reputation any longer.
I truly appreciate your time and effort.
Best regards,
Cuc Trinh.

I have truly not experienced worst customer service ever! We spent over $1600 at the store in Burbank & paid additional delivery charges for multiple items to be delivered. All PAX shelves arrived broken, bolts missing to install sliding doors, one frosted glass was damaged, wrong sink was given that does not match the vanity. After speaking with Customer service 4 times, I finally spoke to a manager who assured me that I would be contacted within 48 hours...it has been 3 days. I've been on HOLD for Customer Service 3 times (over 45 min) and after an operator finally came on the line, she put me back on hold and I finally had to hang up after another half hour. I have NEVER experienced anything like this...there is absolutely no accountability or follow up. THE WORST! DO NOT HAVE ANYTHING DELIVERED WHERE YOU HAVE TO DEAL WITH THIS.

I placed my Ikea order 3 weeks before my delivery date. I called about a week before my bed, bed frame, and pillow top would be delivered to double check the delivery date. The person I spoke to on the phone assured me it would come on time because everything was leaving the distribution center. The day before my scheduled delivery I get an email cancelling my delivery stating that my things did not leave the distribution center on time. I called both the delivery service and Ikea (twice) and got a different answer each time. The delivery service stated they didn't receive the items so they couldn't be delivered on time. Ikea customer service said "We don't know where your order is. I mean it left our distribution center, but that's all we know." The second Ikea employee I spoke with was very nice and assured me that my order would arrive by this weekend, guaranteed. Well.. I get a phone call from the delivery service stating that they only deliver to my area on one particular day so it's going to be another week before I receive my order. I am now furious with Ikea because each staff member "assured" and "guaranteed" I would get my stuff on time, but none of this information was correct because they didn't actually speak with the delivery folks. So the delivery company now tells me that it should be there next week, and I hope that it does actually come. I had to arrange my schedule and previously scheduled appointments to accommodate this nightmare, as well as sleep on the floor for over a week. It is beyond frustrating that I did everything I possibly could to avoid this and it still happened. I have been an Ikea customer for years and I don't think I will ever be able to order from or step foot in an Ikea ever again. I would like some kind of compensation, refund, or coupons, as well as Ikea customer to be properly trained to communicate with their delivery services and get things to where they need to be on time.

We ordered an in-store delivery on 9/2, and they set up 9/10 1pm-5pm for delivery. And on 9/10 we have waited for the whole 4 hours and nothing comes up. We cancelled all our schedule today and just waited here for that delivery. After we call, they tell us that their truck was broken halfway. At least call us and tell us that you won't be here on time! We don't have to just sit here stupidly and waited for so long time. Me and my roommate are really angry about these and hoping someone can give us a explanation.

I placed two orders and Ikea customer services has been transferring me here and there and finally disconnecting my phone. On demanding speaking to manager, they says Manager will call me but no news. Two of the employees where Shy and Tanisha who mentioned they will connect me to their manager, but no luck.

Today, I stayed whole day for delivery, estimated timing was 9-1, they show up around 3 pm and told me assembly guy will come later today. Nope, no one showed up. When called, my call keeps transferring..

[protected] (Targetted Delivery - 1st Sept, delivered 10th)
[protected] (Targetted Delivery - 6th Sept, delivered 10th, with no news of assembly service)

No body is taking accountable for this. I have wasted 1000$ on contracter fees .

What wrong I am doing, I paid for delivery, I paid for assembly...nothing happens.

I placed an order in store. Paid for all items to be pulled and delivered. Delivery was set for the next morning. I received a call from delivery driver stating he couldn't find my address. It happens the clerk entered in my address incorrectly. This, even after I wrote it down for him. I have spent an entire morning trying to get a Customer Service representative on the line at [protected] and have now been on hold going on 1 hour. I need to get my items as I ordered almost $1, 000.00 worth of furniture from the Atlanta IKEA Store.

Dear sir/madam

Order number : [protected]
I am writing to you this formal complaint since I had a very bad experience shopping on line from start to finish.
My delivery suppose to be here tomorrow and today I got an email saying that they are rescheduled for an extra 7 days.That means a total of 19 days! I am talking about house holds plus furniture costing $2810 .
"your ikea delivery has been changed" -that is the mail I got today after waiting so long.
That is a part of the email I have sent to the agent I contacted with.

I am very disappointed that our delivery got rescheduled to 9/1/17. It was supposed to be here tomorrow! I don't understand why. We just moved to a new house, purchased a lot of items from your shop and waiting for that to arrive.
The shopping experience was not to joyful or efficient as well as the online website keeps getting stuck or working very slow, and then you can't really know when you'll get your delivery until check out( that way you don't give people the opportunity to figure out if they want or not to buy from you up until all the process has done and you already in the check out point). And then you get an preliminary delivery date (which now has been rescheduled without giving me any choise whatsoever)
Let's keep going with the promise to get back to your email inquiry after the mentioned time ( 24-48 h) which was actually after few days.. And let's add the fact that you can not change ( add or reduce items) after 24 h ( nowhere mentioned!) even if the delivery set up to be in more than 2 weeks time and you've got plenty of time to add items.that is weird as well (for example if I would like to add an extra furniture I need to order an extra truck service with extra payment instead of combining the 2 orders together)..
This whole shopping experience took me a long time and effort and now you just sent an email saying that it will take longer( 7 days more!).
This is really outrageous. I'm going to advertise it to all of the social medias as well as a copy of this email to the costumer service managers (not to mention not to buy from this company again if the costumer service wont be upgraded).
Sivan Sepunaru

Case number [protected]
I am contacting you to express my frustration with your organisation as there has been no response to my complaint.
I ordered couple of furniture from IKEA Canton, MI store about 2 weeks ago and paid for delivery, but unfortunately one of the item is not in stock and one computer desk was delivered opened box/broken items etc. I called IKEA right away to setup a case number and emailed pictures as requested on very same day. 2 days after, didn't hear back, I called again and waited 25+ mins to talk to someone who pretty much said, "calm down, someone will call you back in 72 hours". Again nothing happened so I called in to be on hold for 30 mins and transferred to resolution team, and waited on hold for 45+ mins and no one ansfered.

I called back again, and someone helped me to schedule to for delivery on 8/23 between 10am-1pm, I took day off at work and stayed home, but no one way there to do the delivery. I called again, and customer car rep said they were delayed, and it wont be delivered, and she said she left a voice mail to resolution team and someone will call me right away. 24 hours late, I'm still waiting!

[removed]

Purchased a couch and chaise from IKEA and the representative was very friendly and helpful in getting a delivery appointment set for me. The problem began afterwards.
Scheduled date of delivery: Sunday, August 20 5p-9p
August 20th: Received a call from Select Express at 11:53a saying they will be arriving. No one was home to take in delivery because scheduled time was for 5p-9p. Called customer service at Select, but no one wanted to help. I was transferred from one phone to another until the line just cut me off. Called IKEA and confirmed that Select was done delivering for the day at 5p. Rescheduled delivery for Tuesday, August 22nd 5p-9p through IKEA, who confirmed with Select.
August 22nd: I called IKEA today at 4p and was told the delivery didn't go through to Select and would not be delivering today. Rescheduled delivery for Wednesday, August 23rd 9a-1p. Received a call from Select at 8p saying the delivery driver was waiting at my house for 20min. I didn't receive a call prior to the driver arriving to say he was on the way. No one was able to take in delivery. I rushed home to try to meet the delivery truck, but driver already left. Confirmed with Select to receive delivery on Wednesday, August 23rd from 9a-1p.

Overall, there was a lack of communication between IKEA and Select Express. I had to be the one to play middle ground and get them to figure out how to deliver the furniture. I had to reschedule my week to accommodate this delivery and each time someone from IKEA or Select dropped the ball. I understand miscommunication happens, but it's frustrating to deal with each side and feeling overlooked. I received a refund for the delivery, but still feel frustrated at the service and how people handled the situation.

I bought this desk on July 19 and paid for delivery and assembly. When it arrived, it could not be assembled because a key part was defective. It took two phones calls, a promised return phone call that never came, an email, and over an hour on hold to arrange for a second delivery. That desk too had the same defect. At that point, we were advised by the delivery guys to give up on the item and they offered to return it for us. We signed some forms and they left with the item. Three weeks and three more phone calls later (also hours on hold), and we have never gotten our refund or even a straight answer from anyone at Ikea. So--Ikea has our money, we don't have a desk, and no one will explain what we can do to get our money back. Worst service ever! I will never shop at Ikea again.

Bought this nightstand because of the photo advertising the table. When I picked up the table it was like "honey I shrunk the kids" experience. The photo you have in the site is very deceiving, when I went back to your website and checked the photo carefully you can see that the back legs of the table are "flying in the air"...someone photoshopped it to make it look taller. I would like to resolve this issue since it was a waste of money and time...and I still don't have a decent nightstand.

Thank you,

Ariana Hernandez

POS Order [protected]
Sale Quote SQ0516776
Part no [protected]

Dear sir, please help me

your delivery company cheated me. they bring some parts and lift sofa opened and uninstalled. they told me to sign some paper and left. though i paid for delivery and installation. their reason was they did not bring/forget to bring some parts. they promised to come after 30 minutes. every time i follow up with them they ask me to wait. i waited from 5 pm until 10:30 pm. after this they asked me to contact ikea store. why they cheated me. they said they will come back and never show up after they let me signed some paper. Also my place is far, how can I go to ikea office? Why they asked me to sign the paper? Why shall I go to ikea office though it is there mistake? Why they let me wait 5 hour, every time they say we will bring the missing part and come ?
the person mobile number who ask me to sign is [protected].
Please ask your ikea general manager in Saudi Arabia to stop cheating people and spoil your ikea name.
Please ask your ikea general manager in Saudi Arabia to bring the missing part and install the sofa as soon as possible.
Thank you
Amin
Mobile# [protected]

I am having difficulty in getting Ikea Israel to rectify the damage that they caused in assembling a Hemnes two-door cabinet with glass panels in the doors. They assembled some of the shelves upside-down.

Long waits on the telephone bring promises of personnel being sent to recitify and if need be replace, shelves.

I would appreciate it if you would provide me with a contact complaint e-mail address for Ikea Israel, or IKEA international.

Yours faithfully,

Cyril Feinberg

Ordered few push openers 2 weeks ago with projected delivery date in 5 days, received confirmation of order and charge on the credit card, and that was it. Never received shipment confirmation email, never received an order. Tried to call customer service for 3 days - each time waiting on the phone for over 2 hours - never anybody picked up the phone, sent email trying to find my order - never got any response
Service is AWFULL!
I thought to buy entire kitchen cabinet set for one of my flips, not going to happen!
congratulations IKEA you just lost many thousands of dollars, since i will make sure that i share my experience with my real estate investors club members

" Lure with $$ and then Sold customers' private information to unknown parties!"

On July 27 2017, IKEA insights community (Hilary is the host) invited me to participate their online survey claiming that a participate will earn a $100 IKEA gift card on email body by filling out some information online. They claim all information will remain strictly confidential. After clicking on the link, participants will get paid by e-card of $100. I have filled out my phone number, availability of day, prefer evening hours to be called, and some other information on that survey. On July 31st, I received an email (headline of that email: Online Market research study-follow up) from Jennifer Frank from Ipso-- third party survey group asking me to pick any day from August 1st to 4th for a 75 minutes interview. I wasn't aware if this person is from east coast or from IKEA or where, I replied with please contact after 5 pm at PST on wed or Thursday. There wasn't any business title or brief introduction on that email. She then replied saying that there is not any schedule after 5 pm eastern at this time, please send me your availability for next week August 7-August 9. Jennifer also wrote " if you participate you will be paid $100 for your time" I was starting sceptical about how reliable is this from Ikea on compensation because Hilary, the host from ikea insights community, stated $100 ikea gift card; while Jennifer said $100 will be paid for the time. I see three different answers here: gift card, e-card, and $100. Such a big corporation how can one says this while the other allow to say different thing! On August 2, I replied to Jennifer that I am available on August 7th to participate the survey. Immediate one minute after I sent out that email, she replied with "we are fully booked for this study." I have emailed Hilary on the same day asking what was happening after being asked for schedule and then everything has gone vanish. I also asked if Jennifer Frank from third party market research group. There is not any solid response from Hilary or ikea insights community team. With the bad attitude from Hilary or the support team ignoring customer, I'd recommend IKEA Corporate please re-train the staff be responsive, honest, integrity. Also please stop luring customers with compensation for private informations and then disappoint customers stating there isn't any study available. Customers won't be able to know if Ipso( Jennifer) is truly assigned from IKEA or is that another scam market group. With the incident above, the insights team will ruin IKEA business image in the long run not being trustworthy! Please stop luring with gift card or ecard while selling customers' info to Unknown party.

I went to The Burbank, CA location for a return that I originally canceled 1 day after ordering it but still received due to your inabilty to accomodate email requests in less that 48 hours . The person at the returns counter totally ruined the experience for me, The lady with the cashier ID [protected] worked at the express counter, it was just myself and another person(an elderly lady) in front of me who she treated so rude too, I had one item to return(purchased online), she said that she couldn't help me since I don't have a receipt and I have to get a number and wait, I explained to her that I bought the item online and I will be more than happy to show it to her, as it clearly stated on their website that the confirmation email is ok, she replied: no, you have to get a number and wait for the other counter, people kept coming up to her counter and getting served and the people with numbers were sitting and waiting, it took 45min for my number to get called, what do you know? I get called by the same person, when I went back to her counter, I was totally confused so I asked her: why couldn't she do it 45min ago? obviously, she could. she just mumbled annoyingly: no, I couldn't. I really think management need to either do something about the quality of the employees they hire, you simply can't work in a customer service position and you lack the basic human interaction skills, or educate their employees about what is an acceptable form of receipt.

I purchased a PAX wardrobe and opted to have it delivered. Two shelves (Komplement KOMPL shelf) were damaged and the screws were missing from the (Komplement KOMPL clths rl).
When I returned to the store to resolve this issue, I went to the exchanges and returns line. The woman assisting me refused to exchange the items. She instructed me to go back into the store and reorder the damaged and missing parts.
This was a severe waste of my time and defeated the purpose of having my items delivered.
I ask that my delivery fee of $100 be reimbursed to me.

I ordered a desk and some small items from Ikea online with delivery to Padua (Italy). From the courier's website the goods were picked up from Piacenza and have arrived in Padua (distance of 230km) but I've now been waiting for ten days for delivery. I've contacted Ikea practically every day but all they can do is say that they have "opened a procedure" and "are urgently reminding the courier".
Any other large company would have sent another shipment (as Amazon.uk have done for me in the past). Other furniture companies like Maisons du Monde can ship an order that arrives within 3 days (and in this case from France to north east Italy)!

Dear Sir / Madam,

I purchased in excess of $1, 000 worth of items from your company, which IKEA reported delivered to my address on 7/8/17. As it stands on 7/11/17, no such delivery has arrived, and - despite repeated conversations with your customer service - there is as yet no fixed date for a successful delivery. The delay is preventing my family from moving into our new apartment and hurting my business.

My IKEA order number is [protected]. Please advise me of the exact time that my items will be delivered within the next 72 hours before I involve my legal team in pursuit of full refund plus damages.

Most grateful,

Danielle Costigan
[protected]

I purchased a few furniture whereby a bissa shoe cabinet and brimnes chest with 3 drawers have been paid for delivery. (Sales order 362-s050863. Ikea malaysia, jalan cochrane)

The furniture was purchased on 23rd june 2017 with delivery to be made only on the 30th june due to eid holidays. I agreed with that date as that was my last day of leave from work.

However no delivery was made on that day and I only received a call on 1st july to inform me that there was miscommunication between ikea and the delivery provider. They apologised and advised thay the delivery will be at no cost and I have no choice but to agree for the delivery to be made on monday, 3rd july at around 6 pm.

I left work early and rushed home. I waited until 7+ and as it is nearing 8 pm. The security at the entrance to my house area is getting concerned and they had to eventually informed me that they would not allow such late delivery. Ergo, I called ikea.

Ikea picked up my phone and after giving them the details, they told me that they will call me back.

To my surprise, when they called back, there was no record made of my delivery and the ikea personnel who called me suggested for delivery to be fixed on 6th july.

I just blew my top and told her that this is the 2nd time I have to make arrangements to be away from office and they expect me to do it again!

I am very upset with this whole situation. If there is a regulatory body I can complain to or class action I need to be in, I will join forces. I never thought I would get such rubbish service level from a company like ikea. Simply sickening.