Complain about a product or service

IKEA

Andre of Tulsa, OK September 17, 2009

After I drove four hours to Texas on Friday 09 9.11.09 to purchase a MALM bed from Ikea, which came is several different boxes. I was still short one box when i arrived home. no one in the store, even at the check counter bother to inform me that this bed now comes in four boxes not three-- why the HELL are they sailing these things in bits and pieces.

I immediately made a phone call to the store---they immediately knew with much words what i was talking about "well that comes separately." I was transferred to the customer line were I was informed that I must pay thirty dollars for a 10 dollar piece of item--the rest was for their work and labor. The service Rep. told me that it would be sent out UPS and that it would be here on Thursday. Well, Thursday has come a gone. I order the part on Monday. I decided to call and find out where my order was and they told me that they shipped it on Wednesday. I was infuriated! ! ! the Rep had lied to me. This new Rep told me there is nothing they can do for me. . . . I COULD SPIT Bullets!!

Randy of Denver, CO September 17, 2009

I purchased a side by side counter depth refrigerator at Ikea in Draper Utah. The refrigerater was sold to me as new,Ikea workers placed side by side in its original packing on a pickup and I drove home to Denver immediately. The refrigerator was carefully lifted down from the truck by 4 men and brought into my house. It remained untouched for nearly 4 weeks. I took the packing off and found 1. a dented front door 2)seven dents on the right side of the cabinet or box 3) 8 dents on the left side of the box.

I called I kea and was asked to submit photos of damage, I also called whirlpool (manufacturer) and was informed there was a 30 day appearance warranty. Unsure of how to proceed I called Ikea utah and was abusively treated on the phone by their customer service who suggested I damaged the refrigerator. To prove my innocence I had the authorized whirlpool repair person from best service, examine the damage and the packing and he said it was clear that the damage was as bad as he'd ever seen and that it was also clear that a fork lift had to have caused it.

I asked to speak with a supervisor who then said he would contact the service person to verify the damage. He would call me back. He didn't a week and 2 days later I spoke with him and he said that whirlpool would handle it. I called whirlpool 7 times over the next 8 days with no response. I called the service company in denver who finally told me they would fix the door but nothing else. I stressed that the refrigerator was sold as new to me not a floor model or a damaged model and I paid full price. In essence I was told that all corporations do this to their customers. This has not been my experience. I have never had a retailer not stand behind an item they sold. In essence IKEA is selling damaged merchandise as new.

Erna of Sunnyside, NY September 15, 2009

The Ikea salesperson Matthew M BA3 sold me the wrong merchandise on 9/7/2009 (order #921-25218800). The frame of the wardrobe is too small for the hinged doors. Per my follow up conversation from 9/13/2009 with Ikea salesperson from wardrobe section, Jamie, this type of hinged doors are not compatible with the above mentioned frame. The return/exchange experience of the wrong wardrobe was the worst customer service I ever experienced. I spent 6 hours in Ikea store during which I was sent from one department to another, I repeated my story at least a dozen times and I ended up paying yet again for the correct merchandise.

As a brief description, I arrived at Ikea at 10:00 am on Sunday, 9/13/2009. I went to the furniture showroom wardrobe section and showed them the order form. They sent me to the return/exchanges. I had to pick a number and wait in line for 2 hours to talk to a CSR named Tempest (whose unfriendly attitude is an understatement) and to her supervisor from the morning shift. The supervisor advised me to go back to the furniture showroom, place the order again, and pick it up from the furniture self pick up area, pay for it and ask for home delivery. I was promised that once the wrong merchandise gets returned to the store I will be reimbursed for all my expenses.

Based on this information, I went back again and placed order # 921-25591200, paid for it and asked for home delivery (drop and pick up). The delivery person brought the new frame but did not want to pick up the wrong one (he only picked up the shelves) because I was not able to disassemble it. (Note: It took me 3 hours to do the initial assembling and I cannot take it down without damaging it not to mention that it is not my fault that I was sold the wrong merchandise). Disassembling and pick up was scheduled for the next day between 6-10 pm but nobody showed up. A call was placed on 9/14 at 7:18pm by a woman who did not ID herself. She asked me if I disassembled the wardrobe frame to which I said no. She hung up on me while I was telling her my story. As a result, the old frame is still in my house waiting to be picked up.

I feel very frustrated as I spend lots of time and money in attempt to correct a mistake that clearly was not mine. And, the most upsetting part is that, in the end, I solved nothing; I got neither reimbursed for my additional expenses nor apologized for all the time wasted and the trouble I went through.

yvonne of yardley, PA September 15, 2009

i purchased 2 chests of drawyers in july. by mid august they were already completly inopporable. while in the store in mid august i explained the problem to a customer service rep. who said that i could bring back defective furniture even if i didn't have the reciept, and i would be issued store credit. these units are large so i called to confirm this statement before i loaded them up. i spoke to 'joanne' who identified herself as the store manager. i was told that i could only return them if they were in the original pakageing and if i had the reciept. silly statement since i had just told her that i assembled them in july and they have proven deffective and that we couldn't find the reciept. she continued to robotically repeat herself and wouldn't even engage in lucid conversation. after listening to her cue card speach for the 5th time i asked for the number to her corporate complaint department. she gave me the store number for her store. when i said that i don't want this stores number i want your corporate complaint dept. nunber she laughed and said that this was as good as it was going to get and hung up the phone.

Andrew of brooklyn, NY September 15, 2009

Product: Lack wall shelves These popular wall shelves manufactured and sold by Ikea should be removed from circulation. The appeal of the shelves lies in that there is no visible support when in fact there are 5 mounting points for each unit. This translates into 5 holes remaining in the wall once too much weight in placed on the shelves.

The real trouble lies in the fact that any weight is too much for these shoddy shelves. The mounting points are too close together and cause the shelves to sag upon installation. The problem only amplifies once weight is added and the front of the shelves fall even further. For myself the product has come to represent the risk one takes in buying from Ikea. These poorly designed shelves can be seen most commonly leaning against trashcans outside of the dwellings of disappointed consumers.

Lori of Etobicoke, ON September 12, 2009

I bought I bedroom set back in Dec. 08 and I noticed a few months ago some bugs. never new what it was so I let it go until it became a problem. my bedding was covered so I immediately returned it to where I bought it without a problem, however the problem continued then when I flipped my mattress the lade was covered with bugs.

I took my bed apart and took the lade to IKEA and thats where I was treated poorly. the Manager of the Vaughan location wasn't sympathetic whatsoever and past my complaint to Etobicoke David the Manager. there called me and asked me a million questions that felt were insulting and I told him that I've never had a problem before and since I bought the bed thats when it started. He said that he would call an exterminator.

The exterminator came on Aug.28 and DETERMINED that yes they are bed bugs and I only had them in my bed. no where else in my home. I haven't heard from David so I went to the store on Sept. 9 and he wasn't there however I did leave my I message with another Manager and she said he will call me the next day, well its now Sept 12 and nothing yet. The problem her is that I've been sleeping on the floor with no mattress or bed and I am very disappointed with the level of service that I have been getting and I want to have my mattress and lade replaced.

Villatte of Haarlem, Netherlands September 7, 2009

I already logged 2 complaints between 08:30 AM and 03:35 pm today, I called 3 times IKEA + once TSS + I was called back by IKEA and ALERT several times. Last call made by IKEA at 03:35PM to my husband number to tell him IKEA HAARLEM would take over the matter of the new delivery and would contact us to schedule the day and time. on last saturday evening, when I paid for the delivery to the transport desk of IKEA Amsterdam, the transport desk employee told me that there was no risk I would be delivered on Monday evening because there was NEVER any delivery after 06PM.

[Their] employee simply lied to my face. When I checked transportservice this morning, the delivery was scheduled between 05pm and 08pm. I called many times, was called back, because I explained I WOULD NOT BE AT HOME AFTER 6PM! Nobody informed the chauffeur from TSS. He called me at 07:00pm this evening, he was in front of my door, and me, as I had already explained MANY TIMES to IKEA/TSS/ALERT, I was somewhere else.

Now it is 09:45pm, I just came back home, found a "Transport Service Sliedrecht" that they have come, and that if I want a delivery now, I have to pay AGAIN! Shall I send you a handtekening klacht, and call consumentenbond?

Questions -> How does it come that: 1- transport desk employee lied to me on last saturday? 2- that after calling IKEA and TSS many times, and being called back, nobody informs the chaufeur that there cannot be a delivery this evening? 3- that despite me calling TSS at 08:30 AM, and IKEA at 09:00 AM, and then repeating calls, someone from TSS comes to my door at 07PM, TEN hours are not sufficient to a/ sort out the matter, b/ inform TSS? 4- that I'm the one asked to pay for a second delivery when, in fact, it has been ALL DAY long only lack of competence from IKEA/ALERT/TSS

I'll not pay for a second time. I expect a reaction from klanterservice VERY Fast. I'm awaiting IKEA's apology, because this is unacceptable. I'm EIGHT months pregnant, and [they] have put me through LOTS of stress today! And after calling so many times, I still do not know when I'll get my delivery!

Nicole of Redwood City, CA August 31, 2009

I'm writing to relate my recent experience at IKEA East Palo Alto. On Friday, August 28th, I purchased about 250 worth of items, including 6 folding plastic chairs and 6 black seat cushions to go with them. When I came home, I set up the chairs and put one of the cushions on one of the chairs. At this point I decided I didn't need the cushions, and I placed them in my car for return to the store.

When I returned to the store three days later, on Monday, August 31st, the customer service representative commented on the lint on the cushions, and asked if I had used them. I told her no. She then called over another representative to point out what she called a stain on the cushion. They then proceeded to call a manager, William, who sauntered over, rubbing his belly and taking time to watch the television in the waiting room, as I stood at the customer service counter juggling my young daughter in my arms.

The customer service representative explained that she had found a stain, but she could not locate it again. When I asked her about it, she claimed it was a coffee stain, which, if true, would not have shown on a black cushion. The manager told me he could not accept the cushions back because of the lint on the cushions. I asked if he could provide me with a lint brush so that I could clean them, but he refused.

I understand that IKEA's return policy calls for unused merchandise in the original packaging. The cushions I attempted to return had not been used, and retained all of their original tags. The staff at the East Palo Alto store effectively accused me of lying and I am incensed by the implication. Due to this ill treatment, I left the store immediately and took my business to my local Target, where I bought the additional items I had originally planned on picking up at IKEA after I made my return.

For 36 in returned merchandise, the store lost at least another 100 that I would have spent today. In addition, I will not patronize IKEA again, and I intend on publicizing my experience in order to discourage others from shopping at IKEA and receiving the same poor treatment.

Holley of Rowlett, TX August 25, 2009

Within the last year, I purchased a VIKA GLASHOLM (glass desktop) from the Ikea store in Frisco, Tx. Yesterday, we came home from my daughters 1st day of high school to find it had exploded into a million glass pieces. The only thing that was on the desk when she left was a pile of clean clothes and her makeup. I found small and large pieces of glass under the door, under the bed, on top of the bed and across the room. I will probably find glass shards for years. Thank God nobody was in the room when it happened. After doing a little searching on the web this morning, I am shocked to see that this has happened to some of other Ikea customers (not the same tabletop but other glass products). I do not remember seeing any warnings on the box or in any of the paperwork. I hope that you address this very serious situation.

Malcolm of Oak Brook, IL August 20, 2009

First the good news: My daughter, attending college for her Junior year, was able to use web site to select four furniture items for her college room. Very efficient. We then purchased those items by visiting Bolingbrook, IL. store. We found all the items to be in stock and the clerk help friendly and helpful.

The Bad News: We take my daughter to school on Tuesday, August 18, 2009. We travel 5 hours from Chicago to take her to school. We unload all the boxes for our IKEA purchases and begin to assemble the Tromso Bed. It ships in three boxes. After opening all three boxes, we are unable to find the hardware that was to have been packed in one of the three containers. All containers were in good condition and securely taped shut before opening them. Clearly IKEA failed to package the hardware.

So, the closest store to us is another HOUR away, mind you I just drove 5 hours to the college campus. I decide I will begin building the Dresser to make sure I have no other problems with the other pieces of furniture before traveling to this other IKEA store. As we are building the dresser, it turns out that they failed to package two drawer tracks of the proper type/size. Now I'm beginning to go crazy!

I move on to the next piece after building as much of the dresser as possible despite the missing pieces. I'm now building the ELGA with two sliding doors. As I'm building it, I realize that one of the side panels is wider than the other side panel. The good news is, I continued to build the unit despite this and was able to assemble it, but the diagram in the directions clearly shows the side panels as the same shape/size.

I have an MBA from an elite University and still found directions [they] provide with merchandise to be horrendous. No where do [they] print "top", "bottom", "right side", "left side". I've purchased items like IKEAs from other merchants and they at least number or letter their pcs in the diagram with the pcs in the box with small round white stickers. Added cost for IKEA, sure, but customers would probably gladly pay a few bucks more for the pleasure of more easily assembling merchandise.

So back to the missing parts/hardware. I called long distance the Bolingbrook store, but get routed to a call center who handles customer issues. I explained my problem; they routed me to the nearest store in Westchester Ohio. I got a live person who then said I needed to speak with the "post-purchase" department. When connected, I got VOICE MAIL! How can [they] call it customer service when you get VOICE MAIL!

So, I call again and go through the same routing and rerouting. Now I'm speaking to someone who tells me if I come to the store with my receipt they will hand me the hardware I need. PROBLEM: “ the receipt is hundreds of miles away in Chicago! I ask if I can have the receipt scanned and emailed to the store. The answer: NO. You have to be kidding me. Like I'm going to make up a fraudulent receipt or something. How on earth is that not acceptable!

Her response is that they can ship me the missing parts/hardware in 7-10 days. That doesn't mean I'll have the parts in 7-10 days, only that they will be SHIPPED then. So, my daughter is to sleep on the floor for 10 days or more? I don't think so.

So, I send my wife to the Bolingbrook store back in Illinois, today 8/19/09. Instead of giving her the bag of parts from another bed from the shelf, she has to go through the "parts bin" to find the hardware she needs--evidently with some assistance from a clerk. My wife gets back home and lays out the parts to make sure she has all of them before sending them over night to my daughter at school. Turns out not all the pieces are there!

My wife calls the store back and asks them to pull the items she needs, she will drive 20 minutes back to the store to pick them up. The Customer service rep. says "we can't do that." She asks for a manager, is put on hold for 15 minutes! Finally, he gets on the phone and says he'll have it ready for her. Not sure how this part of the story is going to end since she hasn't yet been able to now travel BACK to the store.

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