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On an order of over $700 several items were missing (legs for desk tops) and I received four desk tops instead of the two I ordered and paid for, and some electronic things I did not order. Speaking with Chanel and then Patrice in customer service was long periods on hold with no productive outcome. Plus, the person from Taskrabbit through IKEA I hired to assemble everything did not show up nor cancel. Fortunately, as it turned out. I am returning everything. This is both my first and last experience shopping at IKEA.
Pathetic customer service; Very bad experience with Ikea Product and Customer Care Department. I was on the call with them more than 2 hours and every other department is transferring me another department for help. Nobody knows how to resolve the Customer query. If your Credit card is approved, you don't even receive a single email saying the "Congratulations, you are approved and you can generate your temporary credit card here". Order department can't place the order on your behalf with the credit card details on file. Credit Card Department don't even know how to generate the temporary credit card details for customer. Very very bad customer experience with Ikea.
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Ordered a kitchen table online for my daughter who lives out of state. Table arrives damaged. I have no phone number in my email order to call. Go around in circles trying to find someone to help me. Never actually speak to a person. Was told in their FAQ section that if there’s a problem with an item, I need to pay return shipping…on THEIR damaged item! My daughter loads this big table in their tiny car and drives an hour to the store. There she get a merchandise credit card and has to go pick out the table again and rebuy it. Worst customer service I have ever seen. I buy a lot of stuff online. First time buying online from Ikea and LAST time buying from them!
In February I bought kitchen cabinets from them. I was given a delivery date of March 3. It is now May 16 and I'm starting to get partial deliveries... and wrong ones. After MULTIPLE calls from March 3-May 3, with multiple promises of delivery dates (at least 5), on May 3 I called them and chose to cancel the fronts because that is what was holding the delivery up. I was promised an approximately $800 refund for not getting the fronts and a complete delivery by 5/9. NEITHER has happened. They keep sending me to their "reconciliation department" where I am given more promises of what will be done. None of which have been done. At this point, I've requesting my credit card company to pull back payment and demanding they come pick up their partial and wrong deliveries for a 100% refund. I'd pay double to get cabinets from a reputable company rather than return to Ikea again.
Difficult to find availability. IKEA ads showing up on Facebook about kitchen cabinet doors but when click the ad and on Ikea site that door not available. What's the point showing door if it's not available for at least 6 weeks. Other items delivered but missing key items so can't assemble on kitchen. When I went to return some Broken items in delivery I have to wait 2 hours on return. Afternoon return money didn't came down weeks. I have to call and then ask again. A complete horrible experience for me.
We ordered the kitchen from IKEA and it was delivered with a lot of missing items, wrong items and one cabinet damaged. We paid for delivery. I opened the case for replacement of the damages, and as per reps the item was opted off. I waited a month and called every 2-3 days with no luck. The constructors found other missing items and we decided to order it and not start the case. Paid for delivery again. I found the broken cabinet in the Brooklyn location and asked the manager at the customer service for replacement with a still open case. She was extremely nasty and refused to exchange the item, meaning take the broken part and deliver it new. She told us we need to pay the delivery a third time!!! We can't do it. The manager is the worst possible manager I ever saw.
Per the policies on the Ikea website, "If you're not totally satisfied with your IKEA purchase you can return new and unopened products within 365 days, together with your proof of purchase, for a full refund. You may also return open products within 180 days, with your proof of purchase, for a full refund." I called IKEA and requested to return a mattress that I purchased from them. I was told that FedEx will come to pick up today. No one came or call. And when I tried to call Ikea, they put me on hold for more than 1 hour and 30 minutes. Why do you promise to do your job and waste my time calling you if you were not going to return the item I bought not 1 month ago. Very disappointed!
The issue that I experienced was the local Ikea (Burbank, CA) is refusing to accept my returns. Per the policies on the Ikea website, "If you're not totally satisfied with your IKEA purchase you can return new and unopened products within 365 days, together with your proof of purchase, for a full refund. You may also return open products within 180 days, with your proof of purchase, for a full refund."
I purchased kitchen items December 5, 2022 and I was not satisfied with their quality after using them once or twice. The items returned were plates, utensils, jugs, and containers. I went to the local Ikea at Burbank, CA to return them on April 17, 2023 at approximately 5:30 pm. Please note that these items are well within the 180 days for open items per the Ikea policies. I had my receipt for quick return, the items were in excellent condition. However, the associate at the return area was giving us the hardest time after waiting a long time in the return line. Also, the manager (Dan) refused to take the return stating that these items were opened and they only accept unopened and unused items. Please note that the manager only glanced at the amount of items I returned, he did not check which items were used and which items were not used.
My time and money were wasted, not to mention feeling deceived because the Ikea employees do not adhere to the written policies. I have called the Ikea resolution team several time, and they have advised me to reach out to corporate Ikea. I contacted corporate Ikea only to received an automated general response stating:
"Thank you for contacting IKEA Corporate Relations. Please accept my apologies for the delayed response. At IKEA, we pride ourselves in our efforts to provide consistency throughout our entire organization, while being guided by the vision of providing a better life for the many people.As such, we reviewed and investigated this matter. According to our records and findings, the return decision in questions was valid as it was based on our policies and procedures. Our policy states the following: We do not accept returns on plants, cut fabric, customer countertops and as-is products."
The items to be returned were not plants, fabric, modified, dirty or damaged. Half of these items were not even used. I’m not sure what kind of "investigation" they have done, when they don’t even have the products with them to ensure what their employee said were to be true. It is all based on opinions of your employees. Utterly speechless. I am never shop at this business ever again. They are mislead and deceiving.
Good products. The worst Customer services and Shipping personnel. Terrible, frustrating. Waiting for long periods on the phone, nobody to help available, packing glass containers without any material in between (they cracked) ...Shameful!
We purchased Digital lock with access card. All the cards got deactivated and we are stuck. There is no way to open the lock with a kind of master key arrangements. I would say entire product range is cheap material.
IKEA author review by ConsumerAffairs Research Team
Wide selection of designs that are both accessible and affordable. The company is continuing to franchise locations, and there are entire websites that are devoted to how to use their furniture in your home.
Financing: Eligible customers can earn rewards on purchases or qualify for low promotional rates.
Assembly: Products are designed to be easily assembled. Professional assembly services are available for a fee.
Delivery: Flat rates for shipping and in-store delivery starting at $9.
Returns: Purchases can be returned within 1 year.
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