Letter to IKEA, 11th Dec 2002 prompted by their appalling lack
of customer service:
I am writing to enquire why it takes IKEA one month (and counting) and
numerous phone calls to deliver the goods a customer has paid for in good
faith. I would also like to know why IKEA do not provide a suitable level
of customer service, do not phone customers back as promised and deliver
damaged goods knowingly.
Please see below details of my recent experiences with IKEA. These have
left me very frustrated with IKEA and I will not be returning as a customer.
Perhaps you can comment on the quality of service you are providing?
04/11 Purchased goods. Paid for delivery on 06/11
06/11 Goods delivered. Part 70044010 was damaged.
The delivery people said that it had left the Warehouse damaged and
that IKEA's policy is for the customer to ring for a replacement. He
wrote the part number down ? but this was the wrong part number. I
notice that the delivery company put any label printed for that
delivery on any box and do not match the label to the product.
06/11 My partner, Mr Hughes, telephoned to arrange delivery of
replacement. He was told it would arrive in 3-5 working days by
Parcel force.
He was given the reference: 3919810.
14/11 As we had not tried to construct the unit (still waiting for the
replacement part) we had not realised that Part No 20043391 was
missing from the delivery. I telephoned to arrange the delivery of
this part and chase the replacement for Part 70044010. I was informed
that Part 95725907 had been shipped by mistake. I was told that Parts
70044010 and 20043391 would be shipped immediately.
21/11 Part 95725907 arrived (in two weeks, ie. 10 and not 3-5 working
days).
I telephoned to chase Parts 70044010 and 20043391, was given an
apology and told that they would be shipped again.
29/11 Still no delivery.
I telephoned again to chase delivery and was told that the parts were
on their way.
I requested that the issue was escalated and was again told someone
would call me by the end of the day. I also requested compensation in
the form of the return of the £20 delivery fee.
No-one called me back.
30/11 Still no delivery. Still no phone call.
I called again to see why no-one had called me back as promised and
was told someone would call me back by the end of the day.
No-one called me back.
03/12 Still no delivery. Still no phone call.
I called again to see why no-one had called me back as promised, was
put on hold and cut off.
I called again and spoke to Natalie on ext 37XX and was told someone
would call me back by the end of the day.
04/12 Still no delivery. Still no phone call.
I called again to see why no-one had called me back as promised. I
insisted on speaking to someone in the department required and was
put through to the supervisor Sharon who told me someone would call
me back asap.
S. Forster ..4 December 2002
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I am totally and utterly disheartened by IKEA. I have bought £2500
of good from the Bristol store in the last year - a journey of 120 miles
round trip. I have had problems ranging from stock being on the computer
but not in the store - to deliveries that take ages - are incorrect and
even sent to the wrong address!! The worst thing though is the customer
service...it is non existent. They want to take your money.. but you cant
find anyone to complain to. I have made numerous calls to that call cantre..I
WANT TO TALK TO THE STORE...'sorry I can't do that' comes the reply. I
run an multi million pound retail unit in South Wales & sometimes
we get it wrong...best policy is to admit this and SORT IT OUT - QUICKLY.
IKEA store managers - what do they do? They certainly don't go anywhere
near customers!
I have complained and got a reply (sort of) from Goran Nilsson's office
- to be told that the store manager will contact me within a few days
to sort out my complaint. That was two weeks ago. Nothing. Why am I not
surprised. The trouble is, I like the product and the store experience...but
the customer service is appalling - they even told me that on one of my
calls to the call centre!! But do they care...NO THEY DAMN WELL DON'T.
Where I work, we talk all the time about developing lifetime customers
- something IKEA would probably laugh at - they don't care about us...they
never will. I am not holding my breath for a reply at all. I am far to
polite to write what I really think of the Manager of Bristol or Mr Nilsson.
Do they actually exist?? Now there is a thought.... Neil Maidman Aberdare, South Wales... 31 March 2002
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Oh this non-existent Ikea customer service is live and well in UK too?
I thought it was just me being treated like dirt in Ikea USA.
I've had the pleasure of getting screwed 3 times by Ikea employees mistake
and then still being treated as if they're all my fault. All this after
spending more than $2000 USD. This was the worst service I've ever received
after spending that much money. THat amount is obviously peanuts to Ikea,
so they could care less if they off another customer. Just unbelievable
this corporation. Ikea Sucks....20 January 2002
-------------------------------------------------- I made two trips to different ikea stores in the midlands area, in
order to purchase the red ps/cabinet shown on the website. Instead however
I was informed that this item was discontinued...SO WHY IS IT STILL ON
THE WEBSITE?
You would think a company a large as ikea would provide at least average
costomer service, but no, we get unhelpful staff, limited catalogs, conjested
car parks and they dont even have an on-line service....COME ON IKEA,
this really is not on!
I may like the furniture, but I hate the company and every last money
grabbing store! Luke... 15 January 2002
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Ikea .... customer care.. none.. I went from Dundee-Edinburgh to buy a
chest of drawers and phoned first to check the availabilty and was assured
there were many in stock. i arrived at Ikea one hour later to discover
the item was not on the shelf they had none left. I then got them to phone
Glasgow and check there and they had nine and the sales assistant called
them and got them to put one aside for me to pick up one hour later when
i arrived at Glasgow there was no item put aside and none on the shelf.
My endeavour to purchase this item , which I was informed was not a popular
item , has been a complete waste of time and money , the resulting journey
being in excess of 200 miles. The item did eventually get delivered but
it doesn't end there - the item is damaged and has to back. After 3 more
phone calls I have got someone to deliver me a new one and pick up the
damaged goods next week.I hope there will be no further delays or disappointment
but with Ikea who knows!!!! G Wallace... 1 February 2002
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I work for Customer Services at IKEA in Scotland.I can assure customers
that the people who work in the department do their best to help,but the
amount of abuse and violence we suffer is completely intolerable.Customers
who throw things at co-workers and constanly swear deserve no help whatsoever.They
seem to assume that the person behind the till is solely responsible for
any error and take it out on them.Our customer service and returns policies
are very straightforward and are similar to the policies adopted by other
companies.IKEA is a self-service store and the way we keep costs low is
to make customers do some of the work.If all the tills are open and there
is still a queue we are not to blame as there is a large volume of business
at the time. AC...11 February 2002
I used to work in the IKEA Northern call centre and i sympathise with
everyone who has a problem with ikea, i am glad to honestly answer any
questions regarding any problems you may have, just email me at: mr_fantazmo@yahoo.co.uk ST.. 26 October 2001
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I am in a worse scenario with Ikea and Exel, but it looks as though they
have not bothered to reply to your ROP letter either, so will pursue other
options to complain. Janet Edmond 10 October 2001
------------------------------------------------ I guess that IKEA employs "terrible staff", not only in
the United States, but worldwide. Gee, do you ever wonder if the new president
was one of those people that worked in the call-centers too? I spent $200.00
USD on an office chair back in January 1, 2001, and to date, I'm still
waiting for the .... at IKEA to mail me the wheels, screws and hardware
so that my chair can stop sitting in the closet. I HATE IKEA AND I WISH
THEY WOULD GO BANKRUPT!! I told all my friends not to buy from IKEA and
I'm on a crusade of having EVERYONE I KNOW to boycott all IKEA products.
Angry from USA.... 1 November 2001
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