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LETTER OF COMPLAINT TO IKEA
From: Mr N Ramsden, ...Essex
Mr N Ramsden
XXXXX
Rainham
Essex XXXX XXX
Tel Home XXXXX XXX XXX
Work 0208 XXX XXXX
Mobile 07XXX XXX XXX
Monday 5th May 2003
Dear Mr Jelkeby
cc: Anders Dahlvig , President of the IKEA Group.
Customer Ref ; Mr N Ramsden 402XXXX
I write with reference to my order placed with your store back in March
this year.
I placed an order for a number of Ikea wardrobes which was paid for
in full at this time. Your sales advisor promised that someone would
call me on May 2nd to arrange a delivery date that would be convenient
for us.
Last Tuesday (29th April) I received a call from your store stating
that two items would not be available until the middle of June and that
we would have to wait another month for our order, which I found simply
unacceptable. I called the advisor back to suggest that these two items
were located from another store. The advisor said that they would look
into it and call me back that evening - they never did.
On the Wednesday of last week I made another series of telephone calls
and yet again got more promises from your staff that someone would call
me back that day or the next. To my frustration this didn’t happen.
However, I received a call from someone named Yvonne on Friday 2nd May
informing me that the two missing items from my main order (a pull out
shelf and a pull out laundry basket) were going to be dispatched to
me by Parcel Force delivery on Tuesday 6th May.
I have now made countless calls to your number of call centres in Stockport,
Sheffield and Peterborough and have spoken to numerous supervisors who
have failed to call me back as arranged with an update as to the whereabouts
of the main bulk of the order.
On Saturday 3rd May, now feeling totally let down by your company,
I made the trip down to your store to see you to get this problem sorted
following the four messages left for you to call me. After waiting for
35 minutes I finally got to speak to Paul in your returns section as
it appeared that you did not have any section that dealt with customer
concerns.
Paul advised me that he would take ownership of my case and arranged
for Jackie, who I was told was in charge of Customer Care, to call me
Sunday morning to get this matter resolved. Surprisingly Jackie did
call me on Sunday morning however she was nowhere nearer in arranging
for my items to be delivered. She did, however, promise that someone
would call me back later that day from the despatch unit.
It is now Monday evening and I am still waiting for someone to call
me back to take responsibility for my non receipt of paid goods despite
another two telephone calls to Ikea today.
I cannot believe the stress and frustration I have had to go through
over the last six days to get someone to take this matter on board and
resolve my outstanding problem of no wardrobes. I am prepared to contact
BBC’s Watchdog programme if this matter does not get resolved soon.
Quite frankly I expect the following five issues to be explored and
resolved to my satisfaction within the next 24 hours.
· For you or your superior to contact me by telephone to arrange
delivery my complete order.
· Complete delivery of all paid for goods.
· An explanation of why despite four messages left, that you
have not called me as promised by your staff.
· An explanation as to why, on seven different occasions, no
one returned my calls despite promises from your call centre staff that
someone would call me later that day.
· Compensation for loss of time spent chasing Ikea, including
countless telephone calls made at my expense, the journey I had to make
to your store on Saturday and not forgetting the interest Ikea has made
on my £630 paid back in March.
I will be at work this week and so I have left a work and mobile telephone
number for you to contact me.
To be honest I have had good service with your store up until now,
however the last six days has made me have reservations as to using
Ikea again in the future, as I’m sure you can appreciate.
I look forward to hearing from you.
Yours sincerely
Mr N Ramsden
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Consumer
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A Right of Reply email has been
issued to IKEA notifying them of this letter in the Public Domain.....Editor
21 May 2003
CONSUMER COMMENTS:
| Fleas coming
from a loveseat and chair that I purchased
for my son and his wife in New Jersey. House infested ever
since items arrived.
Catherine M. Maloney, -Brooklyn, N.Y. 29 June 2003
----------------------------------------
I have exactly the same problem with
Ikea wardrobes. They were supposed to have
been delivered last week (having been ordered over a month
ago), but we were called and informed that one item was
missing so we would have to wait another week, which have
just done. Delivery was arranged for this morning so we
duly took a morning off wrok to wait for the delivery guys,
who turned up as promised, unfortunately insteda of the
wardrobes they have delivered the item that was missing
last week! I have called customer services twice already
today and am now awaiting a call from Jackie (and have been
waiting six hours)! I guess we'll see what happens?!?
Rebecca Hall ... 27 July 2003
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I too have a complaint I would like
to address with Mr. Dahlvig, however have
been unable to find any of his contact information on the
websites. Could you please forward this info on to me? Best
of luck to you with your issues. I hope you find resolve
if you haven't already. Meave Forfar ... 10 September
2003
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The following e-mail complaint was
sent to Ikea on 29th July 2003.
click
here to read email
It is now 12th August and still I have had no response from
the Bristol store. Not happy.
Tim Driver ... 12 September 2003
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Unbelievably similar to my experiences
with Ikea in trying to get a Hopen wardrobe
and bed. Wardrobe has been misdelivered, bed still hasn't
arrived a month and a half later, and I have even been sent
a second wardrobe by someone who mistook it for my bed.
I intend to push my complaint to Watchdog, Trading Standards,
and also my solicitor.
Chris Roberts ... 16 November 2003
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God Help anyone who has missing items
from Ikea!!!! I
am at my witts end. We have been waiting for a component
to complete our Kitchen since October. We have been promised
delivery on 11 different occasions and not once have the
part materialised.
Steve Pavlou ... 2 December 2003
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