| Complainant: |
Mrs R Floyd |
| Town/City
of Residence: |
Herts |
This will be the very last time I ever ever ever shop at Ikea,
to say I am a dissatisfied customer is an understatement, I have
been lied to, abused, lied to, lied to and lied to. I have had
enough.
On 27th August we purchased a sofa bed from Ikea Brent Park, promised
date of delivery 16th September. In true Ikea fashion they cannot
tell you what time they are going to deliver the goods, so you
wait in all day, scared to even go for a pee in case you miss
the knock at the door. Anyway having waited in all day, no SOFA.
So the following day 17th September I call Ikea Customer Services
department ( I use this term very loosely) only to be told that
they have recently changed delivery companies and my sofa is currently
lost in delivery heaven and was currently somewhere in the UK,
they could not tell me where, they could not tell me when I would
get it and no I cannot speak to anyone in authority, no there
was no one I could escalate my complaint to, supervisors do not
take live calls and if I did not get off the line they would put
the phone down on me.
My sofa eventually arrived on 20th September, minus the feet and
half the covers!!!! I call the CS dept again and speak with Graham,
he starts shouting at me because I have the audacity to be angry
at the shoddy service I have received. Again, no one is on hand
to speak to me, I demand my money back, they say that they cannot
confirm this will happen but will pass my request on - to whom,
they can't tell me, when, they don't know. I will receive a call
at their convenience and if I don't like it - then tuff.
I receive a call on 21st September and am told my sofa will be
picked up on the 30th September and the money I have spent will
be credited back to my card. You guessed it no one arrived to
pick up the sofa and it is now the 7th October and I am still
stuck with a sofa I cannot use, taking up space that I need but
more importantly IKEA STILL HAVE MY MONEY.
If you call directory enqs and ask for a branch telephone number
you are given the the same telephone number regardless of what
facility you ask for. In this way they operate a complete close
shop mentaility to customer services. They take your money with
relative ease, but getting it back is like extracting blood from
a stone. You can speak to no one apart from who they want you
to speak to, they know nothing, they can divulge nothing, they
have no information, they have no names of managers or supervisors,
they do not care and if you dare raise your voice out of frustration,
they start threatening you.
I guess I'll get my money back eventually, but I have run out
of steam. I am sick of ringing their customer services department,
being held in queue for 15 mins at a time and told absolutely
nothing. I'll stop my rant, but if you ever see me in an Ikea,
punch me hard.
Link to other
IKEA Complaints
update on 23 May 2003:
Email from IKEA UK's PR Manager (see Right of Reply column
above right).
I think it desparately sad that IKEA takes this attitude. It wouldn't
be unfair to suggest that most customers posting on clik2complaints.co.uk
have lost any confidence in what is going on 'internally' at IKEA
to resolve their complaints.
It wouldn't hurt IKEA to be seen to be responding to Customer grievances
- the lack of which has brought most to the this website. IKEA should
borrow a leaf from other companies that appear to be open in addressing
and responding to Consumer greivances raised on clik2complaints.co.uk.
Jonathan T-Wright, Editor
=================================
I wish that i read this web-site
before embarking on a odyssey of hell which is the Exel-Ikea partnership.
I bought my furniture at the Brent-park store last week
,in cash !,and arranged for it to be delivered to my address in
North London .I must stress that the staff were very good through-out.
I waited for my furniture to turn up at the arranged time .I organized
taking half the day off work to wait for it to arrive (until 8PM
).No joy when I realised that I've wasted that half day, very angry.
The next day it took numourous phone call's to Exel ,and then to
Ikea to find out what has happened ,in the end i find that my furniture
had only just been put in the Exel depo that day !!!. I work in
the retail trade and i know that if there is a problem ,THE CUSTOMER
ALWAY'S GET'S A PHONE CALL BACK !TO LET THEM KNOW WHAT IS GOING
ON !(which is on the piece of paper that i signed!)
I then went on to suggest that a cab was organised to get me the
items that i purchased to me ,this was declined (It proberly would
have be cheaper to do this ,and less frustrating) Exel arranged
another delivery date (another week and a half later !).I will be
talking to the manger tomorrow, to organise an earlier time as i
have a feeling that we'll have no furniture before christmas.
On another note ,I've checked the Ikea web site ,apparently if you
cancel the order ,you have to pay an extra 20% ,and also ,I've discovered
that WWW.Exel.com (written on the back of your delivery ticket )
is a call centre company. Alix Boutall ... 23 November 2003
==================================
HANG ABOUT no longer, go straight
to (or phone) Your local TRADING
STANDARDS Office. Also try nearest Citizens Advice Buraeu. Threaten
Ikea with bad advertising ie.consumer complaints pages in mags (BELLA
has an excellent one). DO IT ! Anna,Leeds.... 21 October
2002
----------------------------------------------------------------
I have had the exact same problem
on an IKEA sofa! I've been fighting for one year
and now I am taking them to court. This info is good ammunition
for the case. Good luck! They are ruthless.
CD...19 December 2002
----------------------------------------------------------------
An update to mine from Dec. 19 2002.
I took IKEA to small claims court over the defective sofa
and won! Within 2 weeks, I received the check from them. The system
works. Anybody with these problems, sue them. It's the only way
to get any final resolution.
CD... 18 January 2003
-----------------------------------------------------------------
I was recommended to come to ikea by the company
i work for to buy a computer desk. When i got it
home there was lots of pieces missing and no packing in the box.
i returned the item tofind they had no more in stock and the item
would not be in for three weeks. how ever when they do come in they
would not hold one for me even though i have already payed in full.i
was told they would deliver it to me on a sac order. what ever that
is and it would only take a week. well i have waited over a week
and still no desk. and when i phone they have no recourd of it.
i will never shop here again. Mr B Whitfield
----------------------------------------------------------------
I fully agree, i have used
IKEA for the last time when after similair treatment in regards
to furniture that was delivered broken in several places i had to
take several days off work to wait and it took several months of
talking to several people to finally get re-credited
Ben Andrews... 10 July 2003
----------------------------------------------------------------
IKEA WILL NOT SORT IT OUT.
I won't bore you with too much detail. £252 spent
on 30th July 2003. One week later damaged and missing items on delivery
date. I have, as instructed waited in on 3 seperate occasions. Still
no products. And no help from IKEA customer services ( thats no
suprise to anyone then ) DO THIS!!!!!
Ring Trading Standards, they will advise. Then take IKEA to small
claims court, as they can not ignore it. Good Luck All. I will post
another message to let you how the court case goes.
Mr William Killen ... 10 September 2003
----------------------------------------------------------------
IKEA and damaged delivery items. Just
to let you know that I too have suffered the wonderful experience
of having furniture delivered by IKEA. It was an item in the discount
area which was there due to minor (and I mean minor) marks. However
when it arrived the minor became major and some parts were split
and some areas had been gouged....that was 6th July 2003, it's now
the 3rd December and I have written countless e-mails to the delivery
company and after three months told "It's IKEA's problem"....who
then told me "It's TNT's problem" (They delivered it,
didn't know they would be delivering until the day I phoned up to
complain about the damage...the vehicle was a white van!) It's now
three months and after a letter of complaint to Thurrock's IKEA
being ignored I wrote to the customer services at IKEA in Rotherham...I
await a reply. Mr. C. Graham ... 3 December 2003
Please post your Consumer Comments on the
clik2complaints.co.uk
Sounding
Board
|
