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Page in the Public Domain
12 December 2003
Ikea Head Office
Dear Peter H gsted,
We were in the Bristol Ikea branch in the evening on Thursday
11 December. This was our 3rd visit, when we decided at 8pm which
Kitchen cabinet doors and tops we wanted to purchase. An assistant
informed us they were all in stock. He omitted to tell us that
we had to order them through him and there would be a 45 to 60
minute wait before the items would be brought from the warehouse
over to the store. This information was also never given to us
on either of our previous visits. We have since studied the Ikea
catalogue and visiting guide and no where is this waiting time
This means by the time we got down to the Self Serve area at 9pm,
to find and pick up the items we wish to purchase where for the
first time we were told we had to order them from the Kitchen
area and wait.
This was very disappointing. We live in Gloucestershire. It costs
us time and effort to come to Ikea. We had planned this visit
and arranged a babysitter, plus my husband suffers from food allergies
and an immune disorder which meant he needed to be home and take
his medicine by 10:00pm.
When we found our way back to the Kitchen Area, although the staff
and acting manager apologised for the staff not telling us about
the waiting time, he was not willing to offer any compromise to
help us. We asked if the items could be delivered and the costs
shared between Ikea and ourselves, could we meet the delivery
van half way or could the items be ordered and our order be prioritised
to minimise the waiting time, given the mistake Ikea had made.
All of these suggestions were declined. We only received an apology.
An apology from Ikea is free. The cost of time and effort we had
put in by this time we feel is not met by only an apology.
We are writing
a) to draw your attention to the lack of information re. the waiting
time involved for 'Full Serve' items, should future customers
suffer the same disappointment and
b) in the hope you will recognise the cost of disappointment,
time and effort we have made and that one of the above suggestions
will be taken up to redeem the situation.
Link to other IKEA Complaints
I just went through a similiar experience.
I am from Montreal and IKEA CANADA has a phone sales service so
you can order from a call center and have everything delivered all
at one go. The service is excellent. I wanted to by about 2000 of
furniture at the Warrington (Manchester) store and I got the same
poor customer service. In the UK, Ikea has no competitors (Montreal
has lots of high-quality low cost furniture stores that can beat
the pants off Ikea in terms of design, quality and service). Therefore,
IKEA can get away with it. The floor manager was very polite but
useless and it seems that they have nothing in the works for years
to come. In the meantime, I have no where else to go and IKEA knows
it.Elizabeth Lipsz ... 15 January 2004
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