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do NOT have a complaint I want to say on buying a chest
of draws in your Wednesbury West Midlands store we were met with nice
staff it was a pleasure to shop in IKEA and on getting the chest of draws
home we discovered it had all draw runners already fitted well done IKEA
we will in future buy all our furniture off you..Brenda Griffiths
... 9 January 2004
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Please find attached my own complaint
-I write to you with regard to a recent purchase I made at your Leeds
store. click for details ...
Dawn ODonoghue ... 17 January 2004
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Just sent an email to the MD.
Telling him how bad his current IT System is. All i want is a new instruction
booklet and its taking them over 5hrs to send it me via email. Working
as a Software Emg. i know this is a piss poor system and needs to be sorted.
Phone people did the usuall and fobbed me off.
Ben McCarthy ... 20 January 2004
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Thank you all! for your comments and notes
...I have just decided "not" to purchase my new "dare
to dream" kitchen from Ikea, having read the various horror stories
logged here, - which have made my skin creep. I am going to Howdens! Thanks.
Sacha. Wilts... 3 January 2003
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I would like to make a couple comments. While,
I do not know exactly how things work at IKEA stores in Europe, I work
at IKEA Seattle and we seem to have similar problems. I admit, there are
times when we do not know how to handle a complaint. I work as a cart
attendant, and often get stopped in self-serve with questions on specific
furniture pieces or locations.
I try to help as best I can, but the fact is that I have not learned the
store well enough to be very confident of product locations. Also, there
are times when IKEA gets incredibly busy. Co-workers are pulled in all
different directions and sometimes customers do get lost in all the confusion.
I try my best to serve every customer as best I can, but the fact is that
I am one guy trying to help, at times, 20 or more different customers
at once.
I understand that it is inconvenient, but there is little we can do. Please
be patient with us, as, especially on weekends or during sales, co-workers
are often at wits end after constant abuse and conflicting tasks. We do
have feelings, I know several of my fellow workers who have broken down
into tears at work. I'm sorry if we can't do the best for everyone all
the time, but I assure you that we try our best to do everything we can.
R Douglas....5 January 2003
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"The IKEA way on purchasing home furnishing
products ..."
Visit IKEA two week previously to check out furniture for dining room
and get dimensions.
Phone IKEA Wembly to get price for home delivery
Check web for best shop to visit on which had the tems we wanted in stock
(table, sideboard, storage unit)
Drive down to Wembly (55 miles) an hour later
Arrive at IKEA Wembly 1hour and 30mins later
Check in display area that items are still in stock -yes
Get told where to pick up items in warehouse and that items have to be
paid for and then takes to a second desk (and queue) to arrange delivery
Go through shop and down to warehouse.
Select a few other small items on the way
Find that all the locations where the various items should be are empty!!!!
Queue to pay for small items
Wait while cash till is rebooted as it was 'frozen'
Pay for items
Fight our way back to car
Drive back 55 miles to home without the goods we came out to buy...
Try to decide whether it's worth spending 3 hours travelling and about
£30 in travelling not to buy furniture again...
Carl Pereira....13 January 2003
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I purchased an Ikea kitchen in Aug. 2002 at the
Warrington store and have been informed of a delay on full
kitchen delivery until at least March 2003 - 8 months! Customer service
is diabloical. I have temp. work tops and missing doors. At one stage
I endured, for at least 1 month, no washing,cooking or tap water facilities.
I have rejected £250 comp.
V.S ...27 January 2003
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As with the others here i am having enormous
difficulty with IKEA. The only difference is that i am
writing from Australia. It would seem that IKEA is a serial offender on
the global scale when it comes to NOT delivering goods which have been
paid for.
IKEA in Melbourne here did not deliver my goods to me in the time slot
THEY appointed (between 11am and 2pm) nor did they deliver it on the same
day or the day after. My calls to them to even find out what the situation
was involved 15+ minutes of being put on hold (every time) and then being
told that my order was 'being chased up'. I was also assured by the operators
each and every time that the supervisors concerned would call me back
to tell me what was happening.
I have NEVER been called back by anyone from IKEA. When their delivery
contractors did not show up nobody had the decency to contact me to tell
me they were not coming either. I waited in vain and wasted valuable time
which i had set aside. As yet i have still not heard from anyone from
IKEA nor have my goods arrived.
To those loyal members of IKEA staff who have responded here i put it
to you that there is NO excuse for this kind of behaviour. NONE WHATSOEVER!
This is not about customer service. This is about basic retail business
practice. It is not even about good retail business practice, it is about
what should be the NORM in business!
In case you at IKEA still do not understand this very simple fact let
me say it to you again. In retail business, when someone pays you for
something you are selling, you give them your goods when they give you
their money! This is one of the elementary rules in capitalism.
If you don't deliver our goods to us then you haven't rightfully earned
our money. It would then seem that IKEA is commiting fraud as they are
basically breaching a contract between customer/buyers and IKEA/retailer.
As such i am just waiting for someone to initiate a class action law suit
against you and i will gladly join with them wherever they are in the
world. It would seem that you at IKEA understand nothing that your customers
patiently tell you about getting their goods to them. Maybe only a lawsuit
will wake you up and teach you a sorely needed lesson in the conduct of
basic buying and selling.
John Do .. 13 March 2003
--------------------------------------------
Where is the nearest IKEA store
to Aberdeen,Scotland
jc wright... 2 April 2003
---------------------------------------------
Yesterday i went with my wife to our local IKEA
store in Bristol only to be presented with a real challenge
- how do you get in with somebody in a wheelchair. everywhere you went
your way was blocked by big round concrete lumps, when we managed to negotiate
these by my wife getting out of her chair and just managing to walk through
the lumps (not every person would be able to do this) and i then had to
lift the wheelchair over.
next problem was we now had to negotiate another row of blocks, we did
actually find a closed gate with an IKEA person close at hand and he was
being complained to by another member of the public accompanying a wheelchair
user, he did try to get the gate open by asking for it to be opened via
an intercom system, eventualy we managed to get through.
maybe we went the wrong way but we did park in a official disabled parking
bay and went the only possible way we could as the other way was blocked
off by men working on some parking spaces so i dont really think was an
option.
When we got to the single lift we then had a long wait, which was common
throughout the store as people with buggies, trolleys and wheelchairs
all have to use the very limited number of lifts provided.
once inside the whole store was a complete shambles and mess not only
in negotiating the lifts and walkways but in actually trying to find what
we wanted so in the end we got out as quickly as possible without purchasing
anything. all this took part on a wednesday morning (what would it have
been like on a weekend). this is not as you might think our first trip
to this store but it does seem to have deteriorated appreciably and i
am sure we are not the only people to have found this. Mr D Bonham...3
April 2003
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We are investigating possibilities of investing
for the establishment of an IKEA retailer store in the Iranian Kish Island
(Free Zone). We would appreciate
if you could provide us with IKEA's corporate e-mail address.
Alavi & Partners...7 May 2003
-------------------------------------------
Bought microwave white opened box silver model,bought
white one would not turn off as stated after 1 min returned.bought newer
model but still would not turn off had to do manually,returned was told
to phone national number for repairs left goods onsite refused to take
back,said they would leave them outside but left anyway.am now intouch
with visa to intervene would never deal with again,cheap nast firm selling
cheap nasty items.advice would be appreciated. Malcolm Bell ...
22 July 2003
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I bought a cribs toddler bed. It
had no instruction with it. please help.
kim jordan ... 27 July 2003
--------------------------------------------
Just had the most awful customer service at Croydon....I
only asked if they could phone the Ikea Card Desk, upstairs, as I'd been
advised to do!
Met with astoundingly rude and agressive response...guess
what? I'll never use them again!
Have sent complaint to Store manager and Goran Nilsson...may copy Watchdog
as well....and to think I thought it was 'only' Ikea staff invloved with
express delivery/ etc. that was rubbish! Kerry Rickman ... 10
August 2003
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Today I purchased a few items which i am thrilled
about but when it come to collecting my bed it was a different story.
I ordered a bed, payed at the counter on my way out of the store
i was given a time to collect the bed i had to wait 90 mins which i understood
as the store was very busy.
So I waited for the time and came to collect the bed and a member of staff
said that my order was out of stock. (he didnt seem to care though) I
didnt want to waste all the time i was waiting so i went back upstairs
to choose the same bed but in a different wood, and it ended up costing
me a further £40.00.
I accepted the price and was told it would be ready in an hour so i paid
the extra amount of money and came back an hour later and the same person
come over saying that the item i had forked out an extra £40.00
for was out of stock. I was so wound up i took the offer of a refund,
But in grand total i wasted 2.30hrs waiting for nothing.
A simple apology would of been welcomed but even that was out of stock.
I hope to have a feed back on this as i am a regular and usually very
satisfied customer. Ben Mark Wyatt ... 7 September 2003
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I would like to complain about your lack of policing
disabled car parking spaces.I had to walk quite a long
way in order to get into the store, (Thurrock).There were cars without
disabled badges on them.I thought that you as a company would try to prevent
this happening. Please try to do something about it. Thank you
Mrs Gunnell ... 29 September 2003
[published and forwarded to Ikea on 16 October 2003]
--------------------------------------------------------
IKEA= Incapable of Keeping Exact Appointments.
So far I have spent 12 hours waiting for my furniture to arrive
for my ''morning appointment ''(its now 7pm) A van did turn up...with
some other guys stuff, none of mine. Bet hes as unhappy as I am. Exel
/Ikea promised to call me back about 15 times so far...and never do. Turns
out they have lost all my furniture. I regret all the time wasted on this
incompetent store. Class action suit, anyone?
Dr Matt Starr ... 1 October 2003
-------------------------------------------------------
I have had very similar experiences with Ikea attempting
to take delivery of 1 Hopen wardrobe and 1 Hopen bed. I
now own 2 Hopen wardrobes, which have been misdelivered, no bed, and have
forwarded a complaint via email to trading standards and included the
email address of Goran Nilsson and most other email addresses I can find
for Ikea. Their service is unbelievably poor, especially at the weekends,
when they run, as I've been told so many times a 'skeleton staff'. It
is difficult or impossible to raise anyone with any authority to get anything
done, none of the departments have any idea what is happening in any of
the other departments. Some names I have found out along the way which
might be helpful: Joanne Hughes (Call Centre Services Manager at one of
the call centres)
Abdul Rasheed (Manager of Ikea Transport, Brent Park)
Chris Roberts .. 16 November 2003
-------------------------------------------------------
I purchased a Karlanda seating unit in January 2003.
It was delivered in March. Not unpacked until April. By mid-May
it was falling apart. Ikea say this is due to misuse - my daughter and
I have actually been sitting on it. Despite several complaints to Birstall
I am still not satisfied, so I have written to Mr Peter Hgsted, UK Managing
Director, at the Registered office at IKEA Limited, 21 Holborn Viaduct,
London EC1A 2DY to complain about my problem.
To date I have heard nothing. I inspected the same item on display and
the construction was completely different to that supplied to me. It also
does not live up to their advertised standards which are: All IKEA sofas
and armchairs are put through demanding tests to meet European and International
standards. Frames are tested for strength and durability .. Once a sofa
has met, or exceeded, these requirements, only then are we happy to offer
it to our customers.
This is completely untrue. I have already had to return a desk because
the legs were not strong enought to support the weighty top, My computer
chair came without castors, I had to chase them up for some because apparently
they are an extra!! My bathroom cupboard only had 3 legs instead of 4.
Val Goodman ... 27 November 2003
==============================================
Is there anybody out there who has managed to find a working fax number
or email addess for anybody inside IKEA anywhere ?
I am totally trapped. I cannot get IKEA to deliver the kitchen I paid
for 6th of October. As a naive innocent I let the builders remove the
old kitchen on the 5th of november - to enable to but the new one to be
deliverd on the 6th of November, as IKEA confirmned this as the deliver
date. I have now been without kitcehen for 2.5 weeks. I have had to pay
the fitters £ 400 twice for nothing. No -one in IKEA is returninig
my calls ! All they do is say they are forwarding my message to someone...
who does not phone back. Mrs Fox...23 November 2002
------------------------------------------------------
Having trouble with IKEA customer services?
Need an IKEA e-mail address? Need to contact IKEA Peterborough?
well here you go.....
UK MD is Goran.Nilsson@memo.ikea.com
UK brent cross manager : francois.smeyers@memo.ikea.com
Peterborough tel number is 01733 555662 ask to be put
through to Admin and Compensation Claims. (note they won't like it if
you phone)
John Piper....27 November 2002
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Watchdog 06.11.02 Managing director of Ikea
UK Goran Nilsson, told Watchdog the company apologies for delayed orders.
Goran Nilsson of Ikea UK said: "We are very sorry about it. It's
unacceptable. We have to take appropriate action. But 90 to 95 per cent
of our customers are happy.We have to work hard to keep our customers
happy and people to keep coming back to the store. We will be arranging
things so we can do this."
Ikea customers who have queries about recent orders can contact Ikea by
phoning: 0845 355 4532 between 9am to 5pm Monday to Friday.
Or state the order number when writing to:
Ikea Ltd
Customer Services Centre
PO Box 96
Rotherham
South Yorkshire
S63 7WY
Looking for design inspiration. Temple ... 11 December 2002
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OF List
The person to complain to is:
Paul Lightfoot
Customer Services Manager
Ikea Ltd.
Bakewell Road
Orton Southgate
Peterborough
PE2 6DR
UK Director is Goran Nilsson I believe.
I have personally been through more than 6 weeks of total incompetence
with regard to delivery of my kitchen. They even attempt delivery on a
day that I specified as unsuitable. When it did arrove, parts were missing.
Parts were incorrect, and guess what? They just didn't turn up again with
the missing parts. At no point does anyone at IKEA have the decency to
tell you they will not deliver for whatever reason. 4 days sitting in
the house for no-one to turn up and over 30 phone calls in a 4 week period.
Still waiting!!
Aaron Moore....15 February 2002
-----------------------------------------------------------
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!! more
Neil Maidman Aberdare, South Wales..31 March 2002
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I recently went to ikea (which is not in my home
town) to purchase a bunk bed, despite it being in the new catalogue
i was told the bunk was not available and wouldnt be for the forseable
future. to find this information i had to wait nearly twenty minute and
was redirected to different members of staff twice, this was with 3 children
and a baby with me. staff were unhelpful and one was quite rude when i
asked for more info on this bunk, i was told that it hadnt been in for
at least a month and she didnt know any more. i was quite upset by this
time as your staff had kept me waiting for so long and my children were
also getting distreesed so i simply returned home...bed less!
Sera... 14 October 2002
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I went to the one in Virginia, got all the stuff for a chair together
and discovered that they didn't have the color I wanted. No
big deal, either they;ll order it and ship it to me OR subsitute it right?
Nope, too bad for me. Because the blue wasn't available in the catalog,
they can't ship it to me. I live FIVE hours away! Whoever heard of a catalog
store that had more product available through the store than through their
catalog. Customer service and the manager couldn't care less. Spend your
money in a place where they care for your business, NOT IKEA! Martin....4
November 2002
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I understand your pain. I will never shop at Ikea
ever again. I was surprised at their total lack of customer
service. Over the years I have spent thousands of dollars at Ikea with
no previous problems that requred dealings with their customer service
department. I think a true test of a company is how they treat their customer
when faced with a problem and the effort they make to resolve the problem
.
At Ikea this service ethic does not exist. Like you had problems with
delivery that Ikea was unwilling to sort out on a $1,500 dollar item.
I was actually told by one of their customer service reps that they didn't
care if I ever shopped Ikea again. Since then I have told hundreds of
people my story and actually advise people to not shop Ikea.
M. Wiegers, Toronto, Canada.. 21 November 2002
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Bought wardrobe (£160) from Thurrock on 1/11/02.
Took it immediately to home delivery (undamaged). Delivery on 4/11/02.
Told no time slots. Set all day aside. Frame literally smashed on delivery
- sent back. 5 day call back on customer diservice. Ikea agreed to waive
delivery charge of £30. Delivery re-arranged for 10/11/02. Doors
missing. Returned all goods.
Still 5-day call back on customer service. Took 6 days to call back, but
then only to apologise for the £30 credit not reaching our account
and unaware I hadn't received the goods. Time slot of between 5 and 9
PM booked for 21/11/02. Furniture arrived at 2 PM and fortunately my wife
was in. Goods irrepairably damaged and sent back. In addition on each
delivery boxes other than those with damaged goods have been split open
and on two occassions the drivers have been attempting to scoop up the
fittings. On 21/11/02 customer services stated a 24 hour call back. On
22/11/02 customer services denied this.
Mark Sacre...22 November 2002
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OF List
RE: James Peak and his comment on 'useless
Ikea store staff'. I work for Ikea Croydon and i can assure
him that we are not useless. Even though Ikea is supposed to a SELF SERVICE
store we end up running around for the customer anyway. I work in both
the customer services and checkout departments and have had to put up
with horrible abuse from ignorent customers. I can assure you when customers
have problems we try and deal wiht them immeditly. I once spent 2 hours
dealing with a customers Complaint. Ikea is signposted to give the customer
help to have a better shopping experience. I belive if customers would
open their eyes and read signs they might actually enjoy shopping there.
c. thompson... 17 December 2001
---------------------------------------------
Why do happy customers never
publish their satisfaction so passionately? All I'm reading
here are small independent and unfortunate.
I'm a cash office worker at Ikea Wednesbury and Committee Representative.
I *know* that myself and my department go above and beyond to ensure every
customer's happiness. We're under no obligation to take back goods (unless
faulty) or to give out store credit for folk who kick up a fuss. Ikea
are an excellent company who treat their employees and the environment
better than anyone else in the UK.
Queues are part of Ikea, we've got 10 stores, what do people expect? Like
James Peak, I'd also like to emphasise that at the end of the day, Ikea
is a self service warehouse. On the tills I've tolerated extreme levels
of abuse from customers. Might I suggest unhappy customers go through
the appropriate channels to complain? And how about checking out your
right to complain as if you check out ikea.co.uk, you'll see that often
the worse things about Ikea are the best.
more? cheddarman3@email.com TGrundy.... 13 January 2002
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Further to my last mail I have been offered a
pathetic offer of compensation: £50, and then a half
decent offer of compensation: £350, which I accepted. C Thompson,
you are not the problem: if only I had had the fortune to deal with you
during my marathon phone sessions then I am sure I would have wasted far
less of my life. You are not the problem... neither is the store layout...
or the signposting... or customers like me... the problem is in the tedious
administrative systems which must make it difficult to serve the customers
as well as you'd want. T Grundy- the appropriate channels to complain
are never open!!!!
James peak....21 January 2002
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My partner and I have also had the misfortune
of trying to get Ikea to provide some semblance of customer
service, and sure enough, our complaint lies with Croydon. Funny that.
Anyway, I echo James Peak's sentiments entirely. They are bungling imcompetents,
who couldn't organise a you-know-what in a brewery.
As for C. Thompson's reply. Yes, you are a self-service store and we aceepted
that. But our problem is, when we got home after purchasing a simple DIY
drawer unit on December 02 2001, there were no screws or fittings inside.
And here we are over two months later, god knows how many phone calls
and promises later, and still no screws. We received one lot, but they
somehow managed to send the wrong lot. So C. Thompson, attend a customer
care service course before you criticise your valuable customers. We'd
have loved to 'serve ourselves', but unless you supply the goods, how
can we? J. Peak is right.
Robert Melia Watson....13 February 2002
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Ohmigod... and I thought it was just me.
To be honest, James Peak has completely hit the nail on the head and has
summed up my experiences very eloquently. I had a kitchen delivered at
the end of September and it had a faulty part. I've spent two months being
fobbed off by the poorest customer services department I have ever encountered.
I hated them before I bought from them, but now I've truly learnt my lesson.
I've just put together a quite scathing complaint, but feel it will fall
on deaf ears. I can't seem to get hold of the address for the head of
customer services at head office - does anyone have it? Anyway, never
again. Wish me luck - I'm now on a mission to drive them as insane as
they've driven me. Maxine S ..7 December 2001
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Ikea have always been cack. They just
really hack me off. The company I work for has been using them for three
years now to purchase all there office and home stuff and every time their
customer service is sooooooooo bad. You would think that by now they could
have sorted out a better system and better trained staff Abi... 4 December
2001
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I have had a very similar experience with Exel in
Croydon. They seem to have lost a sofa in their warehourse
that they were meant to deliver two weeks' ago, but have not had the courtesy
to call me or give me any information. Ikea promised to respond to my
complaint within three days - but did they? Of course not... Elwyn
Jones...... 5 December 2001
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