 |
||||||||||||||||
|
||||||||||||||||
|
Mr. JH August 28nd, 2002 I raise my hat and bow in IKEA's honour. Never have I witnessed such incompetence, lack of customer service, and inability to get things right. If this story does come to an end (As my kitchen was delivered 4 months ago) it will have ended up costing more in time and money than some of the better brands would have cost me in the first place. Just to refresh your mind on IKEA's achievements I pointed out in my previous two letters:
I had to take two trips to IKEA and two half days
off work to return and get goods replaced. I was forced to endure their irritation. I was forced to help them carry the up items as they otherwise threatened to leave and reschedule the delivery at some other undetermined point in time. This is when I wrote my first letter. You offer me 100 GBP in compensation. These 100 GBP were supposed to cover:
Primary school mathematics should suffice to make any one realise that this just covers a fraction of the material costs, let alone the time and frustrations. I was however stupid enough to agree, as I was sick and tired of having to deal with IKEA and just wanted my kitchen to be completed. Three months had gone by since my first delivery, and I believed that after my first letter you would get your act together. But alas, I was wrong. After having sent it, your achievements were complemented with the following entries:
When I had not received a call from you confirming the new delivery date, I call the call center once a day for a week, attempting to reach the Croydon Store customer service. It took IKEA 7 days to return the call, and another week to figure they did not have a clue over what your employees had done, deciding to place a new order. Now, however, instead of the 10 days delivery time I had originally been quoted in the store (Which had long since passed), I get quoted a month. So instead of three months for you to correct your original order, this time was bumped up to four months! I get a message on my mobile the 14th of August informing me that the delivery is set to take place the morning of Monday August the 19th. I take a day off work, and no one shows up. I call your call center several times, to no avail. IKEA finally gets back to me the following day stating that the delivery was delayed at least 24 hours and they would contact me in due time. Wonderful policy, congratulations! Are you assuming that your customers are all unemployed, or low income owners who do not care if they show up for work or not as it will barely show on their pay slip? Or are you assuming that we have an unlimited pool of vacation days that get magically filled up every time someone in your office is unmotivated or incapable to handle their job and messes up? I get contacted by Peterborough on Wednesday and am now informed that the delivery has now been rescheduled for Thursday the 22nd, in the morning. At 1.30, the afternoon of the 22nd, I contact your call center asking where you were, as once again, IKEA had not showed up. Peterborough gets back at me at 3.30 informing me that the goods are still there, but they are trying to get them down with a special delivery that afternoon. And that in turn meant I had to take the afternoon off, only to discover, at around 6pm, that they would not make it and had rescheduled for Friday morning. My warmest congratulations for a job well done. It makes me proud to be a Swede, and I am sure it makes you proud to be an IKEA employee! I wish I was unemployed xxxxxxxxxxxxxxxxxxxxxxxx with no responsibilities who has the time to chase in this world to chase other's incompetence and mistakes. But as I pointed out in my previous letter, I am the managing director of a software consulting company. I have a business to run. I have employees to keep happy. I have customers I need to see to. And I have a life. 4 months to get a kitchen completed is appalling. The inability to quickly solve errors made by your staff is appalling. As is not to have the decency to call and warn that the arranged delivery is cancelled or delayed. Twice. I am now demanding 400 GBP in compensation for loss of income, namely 200 GBP per day. This amount is not negotiable, as you have already been given enough chances and fair warnings. Every call is documented. Every letter from you archived. Every event logged. If this matter is not resolved immediately and to my satisfaction, I will not hesitate to take legal action and spread the story to newspapers, consumer web sites, and other media so as warn other people from dealing with you when buying their kitchens. A happy customer will tell one friend. An unhappy one will tell ten friends. A furious customer will tell everyone! Mr FC Customer number: 3xxxxxxx Copies of this letter have been sent to Mr. Göran Nilsson, and to the Consumer Complaint List Website
|
