IKEA Reviews

I then took apart the file cabinet, threw it in my car and traveled back to IKEA in Sunrise, FL, another 45 miles. When I got to IKEA, I had to wait 60 minutes to 1st exchange the lateral file cabinet for another. When the new cabinet came out, I asked them to make sure the pieces I had a problem fitting in their pre cut out(s) on the wood, would fit the new one. They went ahead, opened the boxes and they had an issue for the pieces in the pre cut out(s). They actually cracked the wood themselves. Afterwards they told me they had no more in stock and gave me a full refund. Two days of running back and forth; 160 miles round trip; and C/S just gives lip service and doesn't support its customers. Anyway, bought another lateral file cabinet, elsewhere for more money.

A few days go by, so I call back, there is another 2 hours of time wasted. I was told 3-5 business days, waited still no refund. I waited 7 more days before I called them again, this is my 3rd call now where I wasted hours on the phone. I was told it was not done correctly and I was not refunded because it was not approved. Now I am getting mad & frustrated as this was a lot of money I spent. The rep told me they have it expedited and had a manager sign off on it, that is be another 3-5 business days. I waited and checked in 7 days, to my surprise no refund. So once again I call customer service to find out what is going on. This rep apologized and said it was stuck in the refund process, she had a manager push it through and would follow up with me via email to let me know it was processed. Which she did, but took me almost 6 weeks from the delivery to get is resolved.

This is the first issue. Then I placed an order for my daughter who lives in another state. When she received her items, some of the stuff was missing. So here we go again, spending over 2 hours on the phone to get this resolved. Luckily was not too much of a hassle and the items were reshipped out to her. She got them in a couple of days from my call. Now onto my 3rd issue with them, I ordered a new kitchen tall cabinet, the driver delivered it yesterday to advise that 8-10 boxes of the item was missing from delivery. Are you kidding me, why are people are not checking this stuff. Then the driver told my roommate that they called and spoke to me about it. Which is a complete LIE, no one called me at all about this. I am so fed up at this point with IKEA, it's ridiculous it takes so long to get through to customer service, it should never take this long.

Emailing them is a joke too, I was told that sometimes they do not even read the emails because they do not have time. That just shocked me that one of their own reps told me this. I was told the wait time is so long because they don't only service customers but the stores too. So here I sit again on hold with customer service to try to get the missing parts so I can put the cabinet together. This is completely unacceptable from this company and I would advise order elsewhere. I have ordered from Wayfair and if I have an issue it is resolved immediately. You should not have to sit on hold for hours and take weeks to get an issue resolved. This is very poor customer service and I worked in service for many years. I will start shopping elsewhere now, they lost a customer who has spent lots of money in their store.

Customer service requested new boxes be brought out - after 46 minutes, they came out and I checked: same defects. The area manager and a Customer Service rep confirmed this with me. I requested a refund (no problem) AND reimbursement for the delivery charge. I was told I'd be contacted to try to get the delivery charge back. After 3 weeks, I still haven't been contacted and am out all that money. Please note the Ikea employees were helpful and polite. I'm surprised that the product was defective - a first. This online experience, however, and lack of Customer Service follow-up makes me very negative about Ikea.

However this time the item had been sent to XPO but returned to IKEA. When I called IKEA to ask why I was told that when they re-ordered my item they did not get the payment for delivery to XPO in time so XPO was required to send the item back to IKEA. So, another call to IKEA. They decided to create a new case number and order the item again. Now I had to wait 15 days but my item was to be delivered August, 1. Today is August 1, nothing has arrived. I Called XPO (the delivery company) and was told that the item is not in their warehouse. We are done. They have lost another customer. I wanted to rate this no stars but it would not let me.

My order was placed on June 30th. Ikea, estimated delivery July 3rd- It is now Aug.1 and despite endless hours on hold, and countless futile phone calls I was finally told that the truck delivering this order, had an accident and my kitchen was lost. I cancelled my order - no resolution and no kitchen. I have spent the morning "on hold" waiting to talk with customer care (2 hours, 30 minutes) who had to transfer me to customer resolution.

The cancellation order is recorded as the 13th of June. The KURA bed was received back in stock at IKEA on June 28th. I had not received my refund by July 9th. I called IKEA's CS line at 9:00 AM and after a 20 minute wait spoke with a Rep who told me that records showed the KURA bed was received back and she would put through another refund request. I was told this would take 24-48 hours. Again, I had not received my refund by July 16th, and called CS again on July 24th. Still not processed, I was told by the CS rep that she would place an 'expedite' on the refund and resubmit it.

She told me that the refund would complete in 24-48 hours, but would take up to 4 days to be seen by my credit card company. I called CS again today, July 31st, 6 weeks after my first request for a refund. After 2 periods of being put on hold I was told that my refund had not yet processed and that the Refund Dept was severely backed up. This CS Rep apologized, but could offer no extra help, nor could she put me through to the Refund Dept. I will call CS again August 7th if I have not received my refund. All Customer Service reps I spoke with were polite and told me the lines they are trained to tell customers.

In years past, I lived nearer to an IKEA outlet and would purchase furniture in their store, bringing it home myself. No complaints. Now I live 2.5 hours from the closest store. I had assumed IKEA's online purchasing experience would be a good one. It is not. I now fear purchasing from IKEA and will no longer do so as any problems require far too much time to resolve. Who knows when OR IF I will receive my refund... A valuable lesson learned costing $179.00. :(

So called IKEA again, requesting to cancel my order, was advised had 3 escalation phone calls in queue so manager would call me back. No call back after 2 hours so sent email to the last sales rep who was kind enough to provide her info via email. No response 2 hours later, so back on phone again and currently on hold for over 1 hour. So unless you want to spend countless hours wasting time, by waiting for goods that don’t arrive and making phone calls that either don’t go through or provide any resolution to your issues, you should avoid shopping here altogether as I would view their furniture as more disposable than of high quality. You might as well shop at a more reputable store who is willing to work with their customer to resolve any issues that may occur.

On July 28th, Saturday, I have to drive 40 mins to the store to talk to the manager in person. The manager told me that it was a shipping error so he placed a new order for me. The new order should be delivered on July 29th, Sunday, so I was waiting at home; However, the order was not delivered either. I checked the status and the order has not be processed to the shipping company. I tried to call Ikea customer support several time, finally they contacted the store manager. The manager called me back and told me that the order has not been processed. He has to reschedule the delivery for me on Jul 30th, Monday, which is today.

I quit my job and stay at home today; However, I checked the status this morning, and it still shows not processed. So I call the customer support. They contact the store manager and told me that the order has not been processed. They have to reschedule it to Friday, which is Aug 3rd. I felt fooled. I quit my job on last Friday and this Monday, and I am going to do this on Friday again. During the past weekend, I spend one day driving to the store to talk with the store manager, and the other days staying at home for the order. I have wasted too much time and effort on this.

I don't know how many times I have explained my situation to all the crew of the IKEA customer service. They told me again that there was a problem with my delivery and I couldn't believe it... I called a million times to be sure that all was clear, my phone, the direction all... today I reach my limit. I can't stand this situation. I'm SICK OF this situation. So I went to IKEA paying the Uber that costs me like 40 dollars... that I'll never recover and I talk again with the delivery personnel. They told me that tomorrow will do the delivery but I'm not sure of course if it is true! My experience tells me the opposite. So in this moment I'm feeling really bad and very angry with this company. I'll never buy anything there again!

3 phone calls to them over 5 days - because I was told they would call me back which never happened - and "Lori from New Jersey" tells me that their driver "clicked the wrong button", that instead of the order being listed as delivered, it should have been logged as a failed delivery. Really? Are the two so similar that they are that easily confused? Then she tells me it's IKEA's fault because they never delivered the product to their warehouse. Let me say that again: they couldn't deliver the product, because there was never a product to deliver. So now we're into the finger-pointing stage of this ridiculous experience.

All I want at this point is my money back (which, interestingly enough, was expeditiously withdrawn from my account without any issue at all), which I am hoping to achieve after about sitting on hold for another hour +. To add insult to injury, that time will be spent listening to a loop of messages like, "we truly appreciate your patience," and "we'll do our best to return to the line as soon as possible", and "shopping is all about convenience", and my personal favorite, "Once the order is placed, we'll gather the items for you and have it delivered directly to your home. It's that easy!" I will never, ever, ever deal with IKEA again, and strongly encourage others to do the same. Buyer beware!

I called back, waited an additional 45 minutes and the next representative told me something completely different saying they would have to send an email to the store to request the part and they would contact me within the next 72 hours. No one ever contacted me. I am now calling again and I have been on hold for 47 minutes so far! NEVER AGAIN, if I end up having to drive to the store I am returning the product and getting my money back ASAP!

Rep there told me that I could cancel and request a refund or she could cancel and then re-order. Well, I really want this set and now the summer is 1/2 gone so I said ok to the cancel and reorder. Then while she was working on that (giving her the benefit of the doubt here), the call disconnected. There was no way, I was getting back into that queue that night so waited to see if she called me back which I think is reasonable since she had all of my information up on her screen. Nope, nada...

Waited until Sunday - sent email to what I thought was IKEA, but turned out was NALogistics and they answered right away and said they showed order canceled!!! No reference to the new order, nothing. So again, I called into customer service and to my surprise, call was answered within 10 mins. Well, rep looked up order, confirmed that Rachel had indeed canceled the order and that there was a new order but it was in a "locked" status and he did not know what that was. He spoke with his supervisor, came back and said not to worry, order would be taken out of lock status and shipped. Told me nothing to worry about - RIGHT!!!

Now, here we are 2 more days later, and again I called into customer service - was told that yes the order was showing canceled but he could not provide any additional info, told me they are very limited and he would have to transfer me again to Resolution Specialist team! UGH! I asked if he had a supervisor that could transfer me to a direct line since I did not want wait in queue for another hour. He said they can't do that and his supervisor could not either. So here I sit... Been 1 1/2 hours so far. Do I give up? Do I dare? At this point, I want to ask for refund, but I am afraid I will be chasing that forever as well. So very frustrated! I think I will take to social media - will update if that works.

So basically IKEA's idea of customer service is to ignore their customers as much as they possibly can. Nobody that you'll actually talk to will actually know how to fix your problem and based on what I've heard from other IKEA online ordering experiences I will probably not see my furniture delivered to me properly for another month if freaking ever. This is absolutely the WORST customer service experience I've EVER had. I've heard stories about IKEA's customer service but now I've experienced it in person and I have to say the stories are no joke. DO NOT order from IKEA...EVER. Go out to your backyard and take a few pieces of wood or fallen branches and duct tape together furniture if you have to instead of ordering online from IKEA.

When I spoke with the agent she demonstrated a poor concern for customer service and placed me on hold for another 15 minutes. The agent was not able to readily handle questions pertaining to providing customer feedback to the company and spent an inordinate amount of time locating these resources. She also attempted to justify the absurd wait time by stating that the call center location is the only location which handles all US rescheduling. XPO Logistics is the delivery company which delivers the equipment. It does a poor job of scheduling a reasonable pickup time. A robocall is sent to the customer which does not ensure that the best time is selected to fit the customers' needs.

I am currently on my second failed delivery attempt. This experience has been debacle and I would like to WARN others: DO NOT HAVE IKEA/XPO LOGISTICS DELIVER YOUR FURNITURE TO YOUR HOME. Your experience will be poor, and as you can see from the previous account it's not an isolated incident. IKEA needs to fix its customer service and delivery process, IMMEDIATELY!!!

7th July - Again they didn't turn up. No warning, No explanation. IKEA actually said the wardrobes had been fitted, until we offered to send photo of the boxes. Then they accepted they hadn't been fitted. Rebooked AGAIN for 21st July. More confirmation they would arrive. IKEA rang at 1pm on 21/7/18 and said the fitters should have been with us at 8am. Fitters said they would be here.

21st July- The fitters didn't show up. AGAIN. IKEA said they were coming!! Each time IKEA confirm the booking and reference number and say they will arrive. We have now had 3 weeks of a house full of boxes and clothes with no wardrobe. What do you do? They said they would send a voucher as compensation but didn't. It's taken us several years to regain our faith in this company, as their customer service was so bad the last time we used them and give them another chance only to be very badly let down before on several occasions. I shall not be using the shop again.

So recently, I wanted to buy a bed for my Dad's house since he is elderly and I now go there for a few days to help out around his house. So I went to the IKEA website. Now bear in mind... I'm a computer engineer, I know how all this stuff works, and I own workstations that most people dream about or don't even know exist. Basically supercomputers. I went to the site and picked out a mattress, frame, some sheets, pillows and even to remembered to order the slats (which are a separate item not mentioned clearly on the site). When I got to the page for entering my delivery info, I got a server side error message. This I know happens a few ways. So I did everything on my end that could possibly cause that type of error on their server; cleared cache, history, cookies, etc. Nope... They had some server error happening on their end. Tried this five day in a row.

OK fine... So I called the order in. I got a nice person, Shavonne, on the phone who took my order and even waited with me until I got email confirmation that the order went through. This was 07/01. I had an estimated delivery date of 07/11. OK... fine. Looking at their agreements and delivery rules, which is what they are... Rules customers must comply with... I realize they have a very strict process. A 3rd party trucking company, the requirement for an adult to sign for the shipment, estimated delivery dates are just that an estimate, that the trucking company would call when they receive delivery from IKEA and would at that time give the actual date with a four hour time window, etc. OK... I get it.

So lo and behold I get the first notice that my order has been shipped. Now at first glance (and if like many people, you don't carefully read things) you could easily assume your order is on its way to you. Not so. This notice tells you IKEA has shipped the order to its 3rd party truckers warehouse, not you. Now this notice from IKEA is very ambiguous since it doesn't state this clearly. But if you look at the images you can see three progression bars at the top: Order Shipped, Ready To Deliver, Order Delivered.

Apparently when "Order Shipped" is highlighted this means IKEA has sent it own trucks to the 3rd party trucking companies warehouse. It tells you the date the order departed on by IKEA trucks from their own distribution center. To be clear, that's when it left IKEA's distribution center and en route to the trucking company. Now as a customer, you would have no way of understanding what all this meant, since it is not clear. It only becomes clear when you get the second "Ready To Deliver" notice, which contains different information. On that notice the "Departed" notation changes to "Received at Delivery Company". Ahhh... So now we see it wasn't shipped to us. Now in my case it took IKEA's trucks 8 days to get to the trucking company, departed 07/08, received 07/16 (so I guess their distribution center is in Alaska or something).

Bear in mind, this is a classic case of a programmer being myopic. He knows the terms and phrases before he writes the code, and doesn't view this from the person receiving the automated message who doesn't know these important system events. So this is why so many reviews talk about people thinking the estimated date is the date they will receive delivery and that it's on its way to them (when it really wasn't), due to these ambiguous messages.

First, why tell a customer your internal routing from one truck, to a warehouse, to another truck? In short, too much information leading to confusion. Instead of saying "order departed" it should say "order sent to delivery company". Without knowing the content of the next message, the customer doesn't know where it's going... Only where it was. So that explains a lot of the complaints. Bad messaging and poor communication, and myopic & inexperienced programmers of their automated messaging system. OK... fine.

Now here's where it gets really messed up. My estimated date of delivery was 07/11. OK... I knew the order departed on the 8th, so not knowing the next message would then tell me XPO (the trucking company) would receive it, I assumed that process was or had happened. Why? Because on the 10th I got a phone call from XPO telling me my shipment would arrive on the 11th and my four hour window was between 3pm-7pm. Great!!! Not so great. I got an email from XPO saying the shipment was delayed and wouldn't be here until between 7pm-9pm. Damn! OK I can wait a few more hours. Great!!!

Not so great... They never showed. So I assumed then they would be there the next day and sent an email to the trucking company figuring IKEA was now out of loop delivery wise. Well 50 hours later I got a reply, with XPO apologizing for the "confusion" and that in reality IKEA had not yet delivered the shipment to them and they would contact me when it arrived. Turns out "they" was IKEA. I called IKEA Customer Service and got someone on the phone rather quickly. They checked around, mumbling something about them getting a lot of complaints about XPO and finally saying she could see the problem (didn't tell me) and would transfer me to "The Resolution Department". TaDAH!!! Well... That never happened, three hours on hold on speaker phone and eventually they just disconnected me.

Wait but there's more! That night I got my second notice. The "Ready To Deliver" notice. Ah ha! Now I see. XPO really didn't have the shipment yet... OK now we're cooking with butter!!! And guess what... I got another phone call on the 18th telling me my delivery would happen on 07/19 between 3pm and 7pm. Great!!!

Not so great. I got a phone call around 7pm telling me the driver wouldn't be able to make it on time and was going back to New Jersey and that I had to call IKEA CS to schedule another appointment. Wait what? Doesn't the trucking deliver till 10pm? The driver can decide when to go home? Doesn't he work for them? Now I'm confused. Well... no. I'm not calling IKEA, they don't have the shipment. So I called back the number that called me to tell me the driver gave up and turned tail. Got one person, then a "stupervisor" person. She was determined to get to the bottom of this (even putting me on hold to go out to the warehouse) and came back promised to "get the facts" and get back to me. Ahhhh... Nope. Didn't happen.

Then I get another "Ready to Deliver" message from IKEA, ya know, the second message. And this one says: "Received at delivery company: 07/19/2018 19:44" and "Your scheduled delivery date & time window*: 07/19/2018 09:00 to 21:00". I mean look at that. The time window states it starts 10 hours and 44 minutes before the trucker even has it. Or that it will be delivered in an hour. Clearly this is erroneous data being spit out because of the driver checking in the shipment he didn't deliver, and that data got kicked back to the IKEA system which is clearly is not "smart technology". But would the average consumer understand this? Nope, not a chance.

Can the human cattle either has employed fix this? Apparently not. But boy, the computers they have sure do try to communicate... a lot! So as of this writing I have no idea when my bed is coming. No clue. Will I shop at the IKEA store ever again after 35 years of being a loyalist to IKEA and its brand. Well... umm... gee. After this nonsense and sleeping on a couch for 16 days (so far)... Ahhhhh, nope. One word... Amazon.

When we responded yes and mentioned the fact that we have paid for the assembly of all of the items, the delivery staff said they won’t be able to help us today because they already had 3 other work orders and they were tired as well as the fact that my apartment building did not accept delivery anytime after 6 pm and I mentioned that to IKEA staff members several times when I called them.

Now they are rescheduling the delivery in 4 days and we have to spend $200/night to stay at an Inn, since our home is not furnished yet. By the way, after 5 hours and 45 min of waiting I called the IKEA to talk to the manager of the store and complain about the whole situation and the response was: “that wouldn’t be possible because he is not available”. I paid you almost $3000 and this is how you treat your customers. The people responsible for this whole mess should be ashamed of themselves. Tomorrow when the manager becomes aware of this complaint he will have a few hours to make this right. Otherwise I will cancel the damn order and buy all of my furniture from somewhere else. At least I know I won’t be treated like this anywhere else when I pay $3000.

Updated on 07/25/2018: The order was supposed to be delivered last Thursday. After showing up 6 hours late the delivery team (XPOLogistics) said they were too tired to complete the job and they just left. They were supposed to come on Monday, but then the XPOLogistics said they wouldn’t be able to come because Ikea didn’t let them know about the schedule. They were supposed to come On Tuesday, After showing up 5 hours late, they made an excuse that there is not enough space for parking and their truck will get towed. When the manager of the building assured them that tens of trucks stop there every week, they made another excuse that the building does not have a cart for the items and they just left.

Later they lied to the Ikea staff that they left because I did not have a key to my apartment, while my 70 years old mother and I were waiting for them for 5 hours. Apparently this is not the first time that they are behaving like this. You can just check the name of the XPOLogistics company on Google and on every review website, they have received 1 out of 5 rating and hundreds of people have complained about them. If anyone at the main Ikea company is reading this complaint, I do not have the slightest doubt that both the XPOLogistics company and the Ikea store in Canton were doing all of this on purpose just to get back at us, because I wrote a complaint on Google and the Ikea website about how we were treated last Thursday.

Since Last Thursday I have had to spend $200/night to stay at a hotel and my mother was not feeling well tonight after how these people made us suffer for the past few days and she is having chest pains, so I will have to take her to the hospital. All of this is well documented and I have contacted an attorney to file a claim against XPOLogistics and Ikea for the financial damages and the inconvenience that they have caused us since last Thursday. I have canceled my order and I want my money back.

Beware. I attempted every possible way to contact them, sent numerous emails from their site, it's been over a week & of course nothing from them. Funny though, if you made a purchase you would get that verification. We purchased a kitchen faucet, the actual part that goes on the end of the faucet for water pressure... Not there. The ridiculous pamphlet that comes, is literally printed in at least 10+ languages, & different maps of the globe show up as part #'s being different depending on where you purchased from. Wow, they can do all of that but cannot, obviously do not care about customer service. Too many monopolies & not enough competition. Every service, product or bit of merchandise we buy is limited or they/Co. are on their way out of business. Customer service is seriously lacking now more than ever before. They simply don't care. Again, not enough competition & or a monopoly.

Called back and decided to try to connect directly with the dept I was originally transferred to, and left on hold for 45 mins. Called back 3 more times just to experiment, and tried the prompt involved in making a new purchase and shockingly go right thru in seconds... As soon as I explained the issue, transferred and left on hold for 40 mins... and finally, disconnected on. I've yet to receive resolution on this matter, which at this point is that I wish to cancel the order which nobody there can do for me without a major act of Congress leaving me on hold. I also haven't received said merchandise. I'm half tempted to write the 250 bucks off as my blood pressure is more important to me than the money, but it's principle right now. Buyers beware!!!

After they were gone, I notice that the bookshelf was the wrong one. Well, after at least an hour on phone. They say the delivery company would contact me to pick up the wrong item. Never happened. A day or so later I got a voicemail message that said they were on the way to pick up the item. I was at work. No notice and no way to get home in time. There is more, but thinking of the abuse is making me feel additionally upset and mistreated. Weeks later, I got an email to give them a call for my resolution and refund. It's been 95 minutes and I am on hold again as they have transferred me to a different department. IKEA ONLINE AND ON THE PHONE CUSTOMER SERVICE IS NO SERVICE. Very extremely dissatisfied!

I got the name of the shipper, STI, and called them when it didn't show or call by the 20th. They told me Ikea had DUMPED MASSIVE ORDERS ON THEM! They went from 1 to 2 trucks a week to 3 to 4 a DAY! They said they were SO backed up it might be mid JULY before they could deliver it! I live in Wichita Kansas, my order was in a warehouse in Missouri. It had been there only a couple of days, the shipper actually only received it ON the 19th. The day it was supposed to be delivered.

They apologized but could not help me. So many more were waiting ahead of me. BTW, STI answered the call quickly. They were as understanding as they could be. IKEA kept me on hold for HOURS! They would answer then have to transfer me to someone else. That transfer would take forever as well, longer than 45 minutes! FINALLY I would get an answer, but TWICE was hung up on, once, a rep actually picked up the phone while saying faintly, but understandable, to someone else there nearby, "Lemme get rid of this one" and hung up! After almost an hour on hold. Yeah, Great Customer Service.

Part 2: The Refund Strikes Back! I called to cancel this order. I spent LONG LONG times on hold and speaking to THREE different people spending at LEAST 30 minutes on hold each time listening to VERY LOUD Hold music and advertisements. (Usually more time was needed than 30 mins.) FINALLY I got them to issue a refund. Was told it would be 7 to 10 (TEN!) business days and I would get it. On the 11th day I called back. NOW, they say it would be 7 to 14 days!! I still had 4 days. NOPE! I challenged this abuse and more, but was told it would be handled by Weds, July 18th. TODAY I get an Email saying it is necessary to call them back to finalize my refund! I stit, now, over an HOUR on hold after reaching someone quickly only to be told I had to be transferred to another department.

Part 3, The Revenge! THANK GOD I bought this on my Amazon Prime VISA card. I called THEM and THEY WILL get me my money back! About $700! And they will deal with Ikea. THEY will make Ikea return the money because it's obvious Ikea doesn't intend to return my money. After the first cancellation/refund call, I received THREE more emails from Ikea saying when my purchase would be delivered, each one more week longer than the last! And I had a Cancellation Number!

THIS IS CLASSIC CUSTOMER ABUSE! These people are abusing their CUSTOMER and worse... THEIR SHIPPER! I do not blame the shipper. IKEA is to blame for all of this. I have been hung on several times and spent HOURS AND HOURS on hold. I have the time technically because I'm retired, but this is INSANITY! NEVER EVER BUY FROM IKEA!!! I have seen, actually READ over a HUNDRED reviews rating them LESS THAN ONE STAR! But there are THOUSANDS out there giving them ONE star, only because Zero is not possible. They are Swedish. The Swedes must have higher tolerance for abuse than Americans!

When I went to assemble one of the items I found that one of the parts wouldn't fit correctly so I tried calling their customer service line (as was suggested in the instructions) many times and kept getting a "all circuits are busy, please try later." Finally I got through and talked to a person by the name of Jyaye who was rude and totally unhelpful. Finally I asked her to replace the minor item that wouldn't fit and she said she couldn't do that and that all I had to do was to return the purchase to the store (the one I drove 120 miles to get to) and they would give me a new one.

Her only other solution would be to order a new item online and pay the item and delivery charges. I ask her to connect me to someone else that could be more helpful and she said she was the only one to help me and refused to transfer me. This is one of the worse customer services experiences I have ever experienced. My advice: DON'T SHOP IKEA BECAUSE IF YOU NEED ANY HELP IT WON'T BE AVAILABLE.

Got a message from the delivery company telling us their truck would be in our area Thursday and Friday and we would receive an phone call ONE hour ahead. Who has time to take off TWO days to sit around and wait for possible delivery. I will have now wasted THREE vacation days! Just hoping the furniture actually shows up. If not I will cancel my order. Fortunately, my credit card has not been charged yet! We shall see what happens. But after this, I will never order from them again. Hoping nothing comes damaged/missing!!! DO NOT ORDER FROM THEM!!!

After I canceled my order as the delivery window of 12 hours was too large for my building to accommodate, I ended up buying the furniture in the store and carrying everything home myself. The delivery company tried delivering to my apartment even after I cancelled my order, and called me every day after with some automatic system to schedule the delivery time still. How can you guys be so big and so disorganized and so inconsiderate to your customers? Regrettably, I will probably buy from your store until there is an alternative, as everyone needs cheap furniture. But never again online.

On discussion with customer services they said that they were sorry for this and at this stage issued me with an e-gift card. I had to cancel the order again at this stage as only half the kitchen was shipped. I have called multiple times over the last few weeks and the current status is that they are not issuing a refund because there was an e-gift card issued. Currently they have over $4000 of my money and they are saying that they will not provide a refund due to the issue with the e-gift card and their cash office is closed to calls from representatives because they are overloaded with refunds. I have not used the e-gift card and just want fully refunded for the large volume of money they have of mine. I have threatened legal action at this stage to try to expedite the process but this does not appear to be working either. Never again will I work with this company.

Well an hour before the scheduled delivery on Sunday someone calls me to say the delivery is not happening. They don't even have the inventory from IKEA yet. Well why did they call me then? Well it's an automated system that doesn't actually check to make sure the moving company has the inventory (and it was the moving company who called us). So they could not give me an update and I decided, let me just call IKEA. 95 minute hold time I was told when I called... well that's just ridiculous. There is no way to cancel the order online so I sent an email and filled out their form.

I decided to try again today, Monday. 30 minute hold time now. You have got to be kidding me. How is a company this large so terrible with customer service and speaking with their customers? I was an IKEA customer until now. Now I will NEVER buy another item from IKEA so long as I live. And I'll make sure I tell everybody I know NOT to shop here. Completely ridiculous. I'll dispute the charge with my CC company since I can't get a hold of IKEA and they couldn't hold up their end of the contract.

I find it absolutely unacceptable that the call center wait are so long for issues like mine, they not only make people wait extremely long times, but they never give an expected wait time or provide a call back option like most decent companies do today. A decent online tracking system seems to me a must in 2018 and I'm speechless on the fact that even your operators don't seem to have access to one.

I also found most of their operators to be totally powerless to help customers, not having information or access to your processes, so asking customers to transfer from department to department. Finally their delivery service is dismal, with unprofessional and clueless crew moving stuff at random and without paperworks. Their own call center seems able only to have people wait on the phone another few hours to then say that one has to "call IKEA". I personally think this is a shameful way to treat customers, I will surely think twice before doing business with them again.

Detailed chronicle of what happened: I placed an order on 7/5 in the San Diego store. There could be another whole email about the poor in store experience, but for brevity I'll stay focused on the delivery and customer service issues. The order was quite extensive as I have just moved into a new house, I ordered a sofa, armchair, a kitchen table, a bed and a mattress among other smaller things. In store I asked to have delivery and I was told the earliest window was 7/6 1-5pm.

On 7/6 I checked on the TForce (their delivery contractor) order tracking page to see if everything was in order and I immediately noticed a warning sign saying "Failed Delivery NOT READY AT LOADOUT". I tried to call the TForce call center but after about 1h wait time on the phone I gave up. Around noon, I receive a phone call from IKEA, and an operator tells me there was indeed an issue with my order but that it was resolved and asked if I could move my delivery window to 5pm-9pm. I had plans for the evening but I really needed the delivery as there was a very needed table and the bed for my child, so I agreed on the new delivery window.

Friday I waited until 9pm, but no one showed up. I called the TForce call center around 6.30pm to inquire on the delivery status, because their tracking page was still reporting a delivery failure as in the morning, no movement of any kind. After 1h on the phone, a disgruntled operator announced me there was no delivery from them and he had no idea of where my order was, as it had never been picked up from IKEA. He told me of course to phone IKEA. I did, and spent another 45m on the phone waiting for anyone to answer.

Finally an operator answered me and while she was very sympathetic with my frustration she was also quick to say that she was not able to give me any answers and that I had to call back in the morning to speak with "east coast" operators that could help me with my order. She suggested to call very early in the morning, at 6.30am PT, to avoid huge waiting times. I am speechless by the fact that IKEA leaves your customer wait so long to speak with operators that are powerless to help on the most substantial issues. It is a total disrespect of customers' time and of their experience.

Moving on, at 6.30am I call and of course end up waiting another half hour. After that time an operator answers me telling me that for my case he had to forward me to the sales department, ensuring me it was going to be a short wait. The short wait ended up being another solid hour, making the total time to speak to someone that was able to look up my order 1h30'. Unfortunately after that long time the line dropped, to my total disgust. I was so frustrated I had to stop for some time trying to phone back and a friend of mine offered to call you again and wait on the phone with you this time seeing me in total distress over what was happening.

After another hour on the phone, at around 10am this morning we got another operator that again asked us to be transferred. My friend begged for this to be brief, calling what happened on the previous call. We waited about another 15m (on top of the initial hour) to speak with someone that looked up the order and wanted to transfer us again. We asked for a supervisor and, after another 10m wait, we were able to speak with a supervisor that identified with us as Keisha.

Keisha announced me that while she was able to see that my delivery had been unsuccessful (I had known that since the morning before), she saw that a partial pick up had been done by TForce and that they had some of the items. When I asked when I could have expected the delivery, I was told she needed to inquire and couldn't promise anything, that she was going to take my case and transfer it to a different department. When I told her I was not going to wait another hour for a transfer, she was kind to offer me to do it in the backend and then have people that could help me call me back. I waited 2 hours and finally I received a call from another operator. She offered me to have the full delivery executed that evening between 5 and 9pm and offered to waive my shipping and picking up charges (something amounting to about 1.5% of the total order value, about 50$, wow). I agreed.

The evening, finally the TForce delivery crew calls me. The van arrives and they start unloading a number of packages. I notice they're not counting or checking anything and when they're done they announce me they have no list of items to deliver to me (forgot at the warehouse?) and ask me to sign a release form. I insist we check the items, using my copy of the order list. We found that a number of items were missing, including big and expensive ones as the table.

The delivery crew noted the missing items and accused IKEA for the missing load (but they had clearly not even counted the items they were delivering, let alone checking they were the right ones as they had no order paperworks). The instructions I got was of course to phone you again about the missing pieces. Another 2h on the phone is expecting me and who knows when I'll get what I paid for.

On the 16th I ran some errands and was heading home so I would be there one hour prior to my delivery window. I received a call from the truck driver that they were at my house. Fortunately I was just a few minutes away and rushed home to see them delivering my order to the house across the street from mine. I flagged them down to bring it across the street. They had the incorrect address even though all of my info is correct in IKEA and on the order. I noted that one of the long boxes for the bookcases looked bent and they waved off my concern. After they left I opened the boxes and sure enough one long side of one of the bookcase was cracked. I called the delivery people and they told me to call IKEA.

More incredibly long wait times on the phone. The person created a case number and a new order for a replacement bookcase. I never received a confirmation email. I checked the order on the website and it was scheduled for the next Saturday - the 23rd. Hooray! The day before the delivery I had heard nothing from the delivery company so I checked the website. It had been rescheduled to the following Saturday - the 30th. The day before that delivery date I checked the website again because I had heard nothing. It was rescheduled to July 7. Today. I called IKEA last night. 60 minute wait. "Same delivery company as before," they said. I called the delivery company this morning and I am not on their list for delivery.

I called IKEA and after waiting on hold for 30 minutes got to a person who transferred me to their "resolution center". After one hour on hold the call disconnected and now the number gives an error message when called. I called the delivery company again hoping that somehow my info would be there and I would be on the schedule. No I am not. It still shows on the IKEA website the delivery is scheduled for today. But now their "customer service" number is completely out of service. At this point I just want my money reimbursed for the damaged bookcase.

The delivery was performed by a third party who had no idea how to help me track down my missing couch. They were only able to point me to IKEA's customer service number where I would get to spend the next 3+ hours on hold. All right. That's a bummer but we'll get this taken care of and I can use the hold time, and the 15 second loop of snappy hold music playing on my speaker phone, to put together my chipboard TV stand (minus one of its doors because they forgot my hinges.) After the stand was together. And dinner. And some xbox.

My patience had paid off and I eventually got though to a person at IKEA only to be told that the system was down and that I had the option to either be placed back on hold for another 3 hours while the system recovers or I could try again later. Since I had a generous 48 hours in which to report my missing items I decided to try the next day when the system would be up and hold times must certainly be better. (Spoiler: the hold times are always atrocious and IKEA's "system" is no picnic either.)

The next day I got to spend another 3+ hours listening to the same 15 second song loop intermittently interrupted by a robot expounding the incredible ease and simplicity of their delivery service (an evident and outright lie) or explaining how my call is "important" (read: an annoyance that must be suffered in order to make capitalism work). I eventually got through to an actual human woman named Brenda. A lovely person who happens to be employed by feckless dimwits. With her help and my laptop, (IKEA's "customer service" is apparently not allowed internet access or anything that might be of any service whatsoever to a customer. Including, but not limited to, being able to look up which individual parts make up which complete items.) over the next hour or so we were able to piece together the constituent part numbers for the items missing from my original order and created a new order.

This order, if delivered completely, would make my crappy partial TV stand whole and allow me to be situated in either a seated or recumbent position in front of it! I might possibly even have enough of a positive opinion of IKEA left to choose to furnish the area around both of these now complete pieces of furniture with more IKEA stuff thanks to the amicable resolution I had reached with their ill-equipped customer service representative! Unbeknownst to me however, IKEA decided that they would instead take the opportunity to further damage their reputation and better reinforce the idea that me giving them money ever again was a terrible idea.

IKEA's second attempt at making good on their half of our deal was scheduled for June 6th, 2018. Over a month from my initial order date. More than enough time for a corporation whose sole reason for existing is to gather and distribute furniture to figure out how to pick the dozen or so boxes that make up a Vimle couch and prepare them for shipment. I was cautiously optimistic but excited to be able to sit down.

On June 5th however that excitement was tempered and eventually turned to concerned when I didn't receive the phone call confirming the delivery. Still wanting to give a company that survives on exchanges of money for goods and services the benefit of the doubt, I called the third party shipper to ask after my new order number. I was told that they had never heard of my order number or of me. I told them that this sadly was not a surprise and again called IKEA. I was again on hold for 3+ hours. This time I was using my time on hold to reflect on my brief exchange with IKEA and the precious little help I had received from them on that occasion and I decided that I would be better served hanging up on IKEA's lying robot and its false promises of expedient delivery and instead lodge a complaint with The Better Business Bureau.

Communication through the BBB site is slow. Each exchange taking approximately 1 week to get back and forth. I still wasn't put in touch with anyone at IKEA who could even pretend to care that they have unhappy customers whose money has been stolen and whose couch is being held hostage. Instead though, through the magic of bureaucracy, IKEA is forced into finding resolution in order to keep their A+ BBB rating despite their reviews being 97% negative.

I spent the next couple of months going back and forth with this poor sod using, what I assume to be, the fake name "Richard **". Presumably to keep some of the craftier and crazier disgruntled customers from finding out where they live and taking out their frustrations with IKEA on him or her in person. This "Richard **" and I argued over how many and which parts of my couch were missing ("all of them" wasn't a good enough answer. I assume because "Richard" is hamstrung by the same No Internet policy as his or her phone-bound colleagues).

Then we had a go over how much I should be refunded. Again "all of the value of my missing items" was not an answer that "Richard" had been trained to look for. Indeed frustrating but I can't help but feel sorry for this poor guy or gal or speech recognition algorithm. Having to sift though and evaluate the thousands of vitriolic comments generated by its inept IKEA overlords. It's truly heartbreaking. I was eventually able to say "I'd like a refund for the full amount that I paid for all of my missing items" in such a way that got through to "Richard **" or its human handlers and was told that I should have my money back as soon as tomorrow, July 7th. A mere 67 days after I gave it to IKEA with the naive idea that they would, in exchange, provide me with a shoddy chipboard TV stand that would develop weird bumpy spots on its top despitfe never getting anywhere near a source of moisture and a couch that would develop a visible sag after six months of light use.

After it all, why IKEA would hold onto over $800 of a customer's money and property for 3 months for an issue that is admittedly and unquestionably their own fault is still completely baffling. That they would then take every opportunity to let that customer know, in no uncertain terms, that they never want to see them or their money again is just disgusting.

That's my IKEA story. If you've made it this far then hopefully the effort of tapping out my story/impotent rage into this web form will save you or someone you know the misery of having to deal with these dirtbags. Truth be told, I'm more saddened by all of this than angry. I genuinely liked IKEA and labored under the delusion that they were at best indifferent and at worst didn't actively dislike me. I went there on my wedding day to buy a shelf for our toaster oven and have furnished multiple homes since then with varying degrees of success. Now that all is said and done, I'll miss the meatballs most of all.

So after calling the IKEA to complain they call the delivery company to fix the problem and once again we were fooled by IKEA and the delivery company since after IKEA rearrange the delivery day for Saturday July 7th 2018 the delivery company said that IKEA did not arrange or confirm the delivery. So after all I can only say that I will never buy from IKEA again since they have no respect for the customer and they do not have any control of the delivery as we pay for it with the merchandise.

I then called back a third time only to find out the wait time was for 81 minutes. WHO HAS THAT KIND OF TIME, THAT'S WHY I ORDERED ONLINE!!! I then sent an email to C.S. and again no response. I am currently on hold again, this time I will cancel my order and go to Walmart. I will never purchase here again. And here is a thought, IKEA. STOP ADVERTISING AND TAKE CARE OF YOUR CURRENT CUSTOMERS!!!

I am really impatient so I started reading reviews online... Oh dear. So determined not to stress myself out I waited a couple more days before calling Customer Service to see if maybe I'll at least get an email or something. Nope. Nothing. I went back online. Read more reviews which oddly I was getting relieve from everyone else pain. All I could do was shake my head. At this point I'm just glad my order only came up to 48 bucks but I will never shop with IKEA Online EVERRR. Again they need to be sued. This is ridiculous!

We were told a “manager” would call us back to help with the problem. We NEVER received a call. One rep even told us to just disregard emails from IKEA because they aren’t accurate. Why??? I have sent multiple emails and the only response I have received is that our dresser has shipped but they don’t know where it is. WHAT? It’s now July 3rd and I haven’t heard a word from IKEA or any delivery service. I can’t believe I’m paying a delivery fee for such a crappy service! Who knows if we will ever get our dresser?? I warn you... DO NOT ORDER FROM IKEA!

Then he called his supervisor and said there are 3 flights of stairs so what should they do. He came to me and said he could take the bed back to IKEA, or just leave it at our front door. He said, "It's an insurance thing. I don't want to damage your walls," etc. I reminded him it was fine to damage the walls if I paid him extra. I said we wanted the bed frame still so he dropped it at the front door and left. He was a scam artist, with us and IKEA. My guess is sub contract that does this as often as he wants. I don't even believe he called 'the office' - aka supervisor because there was nothing that said anything about stairs, and the 2 steps were to just get around a corner.

No one ever showed up and it was difficult to find a customer contact number for deliveries! When I eventually reached someone at Ikea customer service, I was told someone would call me back next day - but how if the store is closed?! This is not a complaint about the individuals I interacted with during the customer touchpoints - it’s more of a comment about the wrong expectations that Ikea is setting when they advertise “same day” delivery. Don’t promise and under deliver!

I too am waiting on a delivery for an order placed 2 weeks ago. Incidentally, rather than go to the nearest store which is about a two hour drive, I bit the bullet and reluctantly paid the +$50 shipping fee. First, it took 3 days before they could confirm that the order even shipped. When it did ship, they gave me a delivery date of 6/29 between 8 & 5, but that “the trucking company” would contact me to schedule the delivery. Fine. Well, no call, no email, no contact whatsoever. Tried tracking the order on Ikea’s website, which is pointless; it reveals nothing other than what you already know, your order has shipped. Three emails later, I have heard nothing from Ikea. So, I call the number on the website... which is no good.

When I finally do find a proper number for them, I am on hold for 17 minutes. The CS rep looks up my order and says he will call the trucking company. Another 8 minutes on hold. He comes back and says he could not reach them, they are closed for the weekend. Lucky them. So I tell him that I want them to call me on Monday and arrange for my delivery. No, he says, "You will have to call THEM yourself." He can't guarantee that anyone will call me and that would just make me angrier. He is 100% right about that. Oh, I understand now. Him doing something other than the very minimum he was doing right then is not his job. I have paid nearly $60 to not have something brought to me when promised, which will arrive who knows when AND I am now doing his job. They really should change the job title to Customer Info because that's all they will do for you.

And the best part of all? It turns out that the Ikea Distribution center my order shipped from is 68.8 miles from my house. It's been 11 days and STI Logistics could not get a 60lb bookcase to my house. I could have picked it up myself and spent less than $60 on gas. The guy I spoke to at Ikea was about as sympathetic as a rock with the only thing he could do for me was give me the trucking co. phone number and transfer me to accounting where I would continue on hold then have to argue to get my shipping refunded. By Monday, it will have been 17 days since placing my first and LAST order with Ikea. Too bad. I really like their products and they have a lot of things I can use around my house. We could have been great partners, but they have done nothing to keep my business.

I wouldn't say the products of IKEA are bad as they sell good quality stuff but I am irritated with the service. My suggestion to anyone who is ordering online is if possible please go and pick it up from store if it's in reachable distance for you. I made a mistake of doing online ordering even though IKEA was just 10 miles away from my home. Service is very important in a business and IKEA needs to learn it. I am still waiting for my items without any success in tracking!! :-(

Four hours later - still not response. I called again and spoke to the same operator who was very annoyed that I expected such a quick response. She told me that there was a 24 hour window to respond. I said that was unacceptable for a Corporate Office and asked to speak to the CEO, Lars Petersson. I was told that he was traveling. I asked to speak to the person in charge in his absence. She replied that my only option was Customer Service. The more I pressed her about how to lodge a complaint with the CEO, the ruder she became. The CEO did not have an assistant, an e-mail address or phone number. Unhappy customers had no way to reach him to discuss their problems.

I expressed my disbelief, she put me on hold for about 10 minutes and I was eventually disconnected. I called back and when I reached her again, she insisted that she had not hung up and was trying to "help me". She would not give me her name, no matter how hard I pressed her for it. This time, she transferred my call to a store in Philadelphia. When I tried to reach the Corporate Office for the third time, I discovered that she had blocked my phone number. Using a different number - which is how I know my number was blocked - I have left messages for the past two days and sent e-mails.

I wonder how many others have tried to reach to Lars Petersson to express their anger and frustration about his business' operation and were repeatedly placed on hold or disconnected, had their phones blocked, or just gave up. I also wonder if IKEA or Mr. Petersson really care? I fear this is probably the answer. Anyone business that really cared would not allow a rude operator to block calls from angry customers.

I explained that I needed the money asap so that I could use the funds to order somewhere else. The rep stated he couldn't so I said that I didn't want to cancel as it would prolong the time. Needless to say, another week has gone by and I still don't have the items. Sidebar... I placed an order with Walmart an entire week after I placed with IKEA and received my items as promised today. I called IKEA today (waited 1 hr. 45 min). I could hear my phone's battery dying so when the customer service rep answered I told her my phone was dying and provide her with my cellphone number should we disconnect. She agreed and took the number. I then began to explain to her the problem, the phone died, but she did NOT call me back. I'm heartbroken as this was my first experience with this company and will be my last. At this point, I think I should contact an attorney for fraudulent activities.

On Monday the 25th (determined to continue until I reached a live person) I reached an IKEA employee that could not find my order number or explain why or what caused the delivery delay. He did however advise that someone would call back with the answers. Five and one half hours later I received a call from Ikea advising that the kick panel was not in stock, so they had to reschedule the order to July 5 2018! She further advised that the non stock item would be shipped to me via FedEx at no cost to me. This leaves us with a bare kitchen wall (after the removal of kitchen cupboards in preparation for new units on June 23) for an extra 12 days that was totally unnecessary. We still do not know if the scheduled June 28 delivery is on track or not! DO NOT TRUST IKEA TO DELIVER WHEN PROMISED AND EXPECT VERY POOR COMMUNICATION FROM THEM!

I went back to get the crib and even though the changing table was available online I decided to wait a few days. Well, big mistake because not only did it not restock in-store but it went out of stock online. I emailed customer service and received a rather terse and unhelpful reply that said due to manufacturing issues the changing table would be out of stock until November. She offered no solution other than to wait until then. I was very disappointed because at this point the crib had been put together and we did not want to disassemble and return and the box was gone as well. Being a unique color, we are unable to match it so we are having to get a white changing from another store. Admittedly it is much nicer but it is also bigger and more expensive.

I do not plan to ever shop at IKEA again. My local store is like a maze. I find it confusing and stressful to shop there. Also, the rep was not sympathetic or helpful. Her only solution was to wait 5 months which is not a good solution since the baby will be here in a few weeks. I do understand that there may be manufacturing issues out of their control but they offered no viable solution or concession to me. She refused to sell me the floor model or give any kind of credit or discount toward a more expensive item or any other thing that would have made me feel better about their company.

I will never buy anything from this store again. Everything is plastic, 0 customer support and heavy prices for low quality, mass-produced furniture. There are better smaller businesses out there trying to survive because of IKEA. There are smaller businesses with people standing behind shelves ready to accommodate customers and solve their issues. The people standing behind IKEA are only out for your MONEY, and nothing else! So be aware! I'm lucky I didn't spend more than 100 euros on a product from that shop, that would be money thrown out of the window! Bye forever, IKEA!

3. Eventually on the morning of June 18, I got an automated voice message that the actual delivery would happen between 1:00 pm to 5:00 pm. Guess what? I waited from 12:00 pm to 8:00 pm, nothing was delivered. After numerous phone calls, the third-party delivery company T-force representative told me IKEA didn’t arrange any delivery for me and I needed to contact IKEA. I couldn’t believe what I heard and tried to clarify. Guess what? He hung up on me. 4. I rushed to IKEA before the store’s closing time at 9:00 pm and asked the store manager for help. Guess what? He searched through the feedback from T-force and said their record stated that my order was delivered to me yesterday! What? All I heard before was a delusion?

5. I was beyond stunned and requested for a full refund. At this point, I was exhausted and just wanted to call it a night. Guess what? The customer representative couldn’t find my order history on her computer. I pulled out my email confirmation and was thinking about getting my credit card transaction ready if necessary. My patience was wearing thin at this point.

6. Eventually, the store manager agreed to give me a full refund. However, he said if I wanted it to be refunded to the credit card, it would take two days and extra procedures. Cash would be faster and easier. I chose cash to try to get over with it. Guess what? They didn’t have enough money to give me cash refund and asked me to wait longer for them to be ready! I could have gone completely insane at that moment, but I took a deep breath and tried to maintain my cool, though WTF going rampant in my head. More than ever, I wanted President Trump to “make American great again,” starting with restoring superb customer service!

THEN, after this, IKEA explains that it will take another 6 weeks to have my delivery! "No way." I said. So the option was to cancel the 5 missing sub-items and get a refund. Which I did. Then I drove from Greensboro to Charlotte to purchase the missing items from the IKEA store. I could not wait as I needed to mount my couch and guest bed for my family who were coming to visit.

6 weeks later... which leads me today. I have made countless phone calls to IKEA. Never getting a straight answer for where my refund of 500 dollars is!!! Always getting the same answer 5-7 business days... Today I called and I was on hold for 20 min, then hung up on. Then 35 min hold, after they answered they said they would connect me to the refund department WHICH WAS A LIE. I was put back on hold for the main line. 45 min later SOMEONE else answered, asking me what I needed help with... THIS IS UNACCEPTABLE BEHAVIOUR!!! I am so frustrated.

I was told that it is also impossible, as there is no schedule for next week, and they can't offer me any date. So I asked what my options are, and I was told that the only option is to cancel the order, as there is no way of receiving it. I find that hard to believe. I am writing this appeal as this is utmost unprofessional service, which in the end resulted with the facts that:

- I end up on not having product purchased, and if I knew earlier that I couldn't count on IKEA product, I would have ordered somewhere else, this ways presents cannot be delivered to persons they were ordered, which is extremely upsetting for me.

Today Sunday I've been at home since 9 waiting for the delivery and it's now 6 PM and nothing has arrived. I call the call center and wait for 45 minutes to talk to an agent who quickly says she has to transfer my to another area and puts me again on hold, I've been in line now for 110 minutes. This is the worst service I have ever experience and I will never buy anything else in this store nevertheless rely on them keeping their word or time schedules. WORST CUSTOMER SERVICE. Even if the prices are low it's not worth it.

All in it's going to be about 24 hours total that I sink into this bed for transportation and assembly/disassembly and a decent amount of gas. All to just hope they produced the second one properly. After submitting a review on Ikea's own website it was falsely rejected for "violating the privacy policy". No section was cited and upon reading the entire policy I can confirm I did not violate any section. It was arbitrarily rejected to artificially influence potential customers. I don't know if I'll ever shop at Ikea again after this.

Finally got through on the phone twice, hold times 1-2+ hours each time. Customer service not very helpful. Was told to call the delivery company directly, who told me they have been having problems with IKEA for a long time regarding deliveries, IKEA giving expected delivery dates that are unreasonable and not coordinated with the delivery company. They told me the earliest our items can be delivered is 1.5-2 weeks past the estimated delivery date provided by IKEA. They have told IKEA this several times without any improvement.

Even the IKEA representative told me they get these calls all day every day. Was told I would get a refund for the price of delivery, but a week has passed without any refund. Current wait time on phone 73 minutes. If they are aware of all these issues, they should fix them! For such a large company, I am shocked at how horrible this system is. They need to give more accurate delivery dates, update customers when that date won't be met, and provide a way for customers to get in contact with them.

Also, when you call the Customer Service phone number – most of the time it says “All circuits are busy”. Finally, now I called through, after 10 min someone picked up, put me on hold twice asking same information over and over again… Now I’ve been holding for 25 minutes! Wow, never had such bad experience! Get it together Ikea!!! While I do love the products – I am very hesitant about purchasing anything online. Especially that there is no store nearby.

With the estimated date of delivery at my party date, I called IKEA on May 18, 2018 asking if there's a chance of delivering it earlier than the estimated date. I spoke to a lady and can't remember a name, did not think it will matter because I trusted IKEA and that I didn't think something will go wrong. She tracked my order and stated that delivery is actually picking up the item at the Maryland warehouse. I asked her why it's coming all the way from Maryland where in fact I went to IKEA Schaumburg, IL on May 13, 2018 and saw the item I ordered was available in the store. She stated that online orders come from the warehouse in which I understood if that's the policy. So I patiently waited for my order.

On May 26, 2018, I was so excited to hear a phone call from IKEA delivery starting at 9am to 9pm. No delivery came in, no email was sent to me that day, and not even a courtesy call. The next day on May 27, 2018, I called IKEA and was very patient, considering that I waited 1:30 minutes on the phone for someone to help me!!! Finally someone answered and her name is Jillian **, very nice lady. She made me aware that the item I ordered was out of stock already and that I will get refunded for the money I paid. I told her, how would that happen if I spoke to someone and stated that my order was being picked up (that day as I was talking to the lady) from Maryland? Did that truck disappear somewhere and vanished? She was very apologetic and offered to give me a $50 gift card. WOW!!! And you think this is the way to compensate a customer?

We had a very long conversation but ended up with no solution. I asked her that the reason I ordered the item online was for my convenience just because it's a very large item and would not like to transport it in my car. I requested to speak to a manager because I know a manager can make a decision and will find a solution for a very frustrated customer. I waited patiently again, and when Jillian came back on the line, she stated that as per the manager, he/she CANNOT do anything. There is no way to pick up the item at Schaumburg, IL and deliver it to my house. Jillian suggested for me to pick it up at Schaumburg, IL. As far as I know, I was the one who was inconvenienced and was being asked to pick it up at the store? I really don't understand. I have worked at a customer service industry and I know that CANNOT does not exist in customer service!!!

By the way, Jillian suggested for me to keep checking online and see if the item will be available some other day and just order it again online. Up to this moment that I am writing this letter, I am still seeing online that the item I ordered shows available. What are the chances that I will order again online and pay and at the last day on my estimated delivery the item won't be delivered as it will not be in stock again? What is going on? How come it's still showing that the item is available online?

One week passed and I realized that I still did not receive a credit back on my credit card from IKEA. I called again on June 4, 2018 and spoke to Raven. I was very aggravated. You took my money right away on the time of my purchase and now it's taking a long time for IKEA to credit me back? This is so unacceptable!!! I have trusted your company. You have a big name and I have been a customer of IKEA for a long time and have shopped at IKEA all over the world, I have been to IKEA in Asia, Europe and UAE. I have never thought that simple online order like this will break the trust!!!

I can just go on and on and it will not change that IKEA did not do anything about my complains. And to add salt to injury... before I hanged up with Raven, which again CANNOT do anything about it, I asked her an email or phone number for corporate and she said there is no phone number but gave me an email address to send my complains... Guess what... I created a complaint via email only to get a mailer failure that my email is undeliverable!!! This made me furious more!!! I don't know what else to do but to and don't want to call customer service again as they answer your call after 40 minutes to an hour. Somebody from the corporate needs to fix this and contact me to resolve!!!

When I asked to speak with someone else I was ignored and when I asked who I spoke with about a refund for shipping because this was unacceptable they said, "I guess you can call whoever you purchased it from." The most unprofessional company I have ever worked with. And here we are I was told it would be delivered before 10 am today and that only leaves them 45 more minutes to get it done we shall see. Needless to say I will not order from Ikea again until they solve the delivery issue or use a different company. Very disappointed customer.

We are trying to buy at least the big parts for those wardrobes for more than a month now, hoping to collect small things over time. It's not far, but again, things available becoming unavailable when it comes to payment and availability information stating around 8 weeks, which might be wrong later anyway. Customer service is super helpless over phone and email, twice gave us most useless information ever like "please try again another day". We are slowly giving up idea of buying from IKEA. We had plan to buy kitchen after that, but having this experience, are looking for other shops already, before we even started to make order. Is somebody from headquarters controlling what's going on here? It's not only the worst Ikea branch but the worst supplier in the whole city.

She said "this is how it is". They are the only call center-how this is possible for this size company is unbelievable-that there is really no good time to call and my only other option to resolve by refund or otherwise is to go back to the store an hour away. This woman could not even tell me why they were so understaffed, why the waits were so long...she was of ZERO HELP. So now I have to either call and wait on the phone or drive down to the store-so inconvenient, and beyond unprofessional for a company that is supposed to be so "easy to deal with". I will NEVER buy anything from them again. Do yourself a huge favor and never deal with these people!

I was given a phone number for a trucking company because IKEA can no longer help as the product is no longer in their facility as it was picked up by the trucking company. I called the trucking company who said and I quote "don't believe them, don't believe their emails, they just lie and confuse their customers." I was told by the trucking company they had yet to pick up my order and that they would be calling me by the end of next week for a 4 hour window of delivery. So I decided to call IKEA back to cancel my order altogether and now they have my phone number blocked. I got through the first time just fine, but now it is dead silence on the phone until you get a busy signal.

Their website is also claiming that their email is down... Looking at other reviews it has been down for a long while! At my company, if our email goes down, we have someone on it immediately and it is fixed in under an hour!!! I will never order from IKEA again, I hope no one else does either, bad business, horrible customer service, and if these are the policies they run by they should be reported to the Better Business Bureau! Actually that is an excellent idea, I will be going there next!

On Friday I called and they told me it was just being put on the dock. Then I get an email from IKEA saying it will now be delivered June 5th!!! I called IKEA customer service and talked with a manager who could do nothing but empathize with me and say, “It will be coming”. She gets on the phone and says it will be June 5th. She said they have no control over when things get delivered because they use a third party, yet IKEA was giving me delivery dates not the delivery company.

This is the most inefficient crap ever! The delivery company said IKEA shouldn’t be giving delivery dates because they don’t have any control over delivery! What??? Yet I have been given 3 delivery dates since I ordered from IKEA!!! Why tell someone a product is in stock and ready to ship with a delivery date, yet it all being a lie! BAD business!!! I will never order from IKEA again!!! I am very disappointed and mad! I guess I will be receiving it June 5th which is almost 2 months after I ordered it!, yet it was in stock the day I ordered it!!! BAD, BAD BUSINESS IKEA!!!

After moving in, we had realized that the items we ordered were going to be too large for our room. I hopped on the phone to inquire about the status of the delivery and to see if it was possible to just cancel. I was not very happy after being told that there was a 110 minute wait... Yes... A ONE HUNDRED AND TEN MINUTE LONG WAIT to speak with a customer service representative. I thought it was a joke but quickly realized, they weren't kidding.

After checking the online tracker on May 20th, we realized the items were out for delivery so we took a sigh of relief and purchased new dressers, with the intent of receiving and returning the IKEA furniture. Around 6pm that evening, I received a call from an unknown cell phone number. It was the IKEA delivery driver calling to let me know that his truck broken down but he actually lived around the corner and would be willing to bring the merchandise by after getting his new work truck within the hour. He also said that another driver could pick it up and deliver it at a later date.

I mentioned that we were planning to return the items and asked about our options. The driver stated that he would have dispatch call me in about 5 minutes. Eager to get our money back, we asked him to still deliver the items as soon as possible. We never received a call from the dispatcher and the driver never showed up with our furniture. When I called the number back, the driver did not answer and two days later, will still not return my calls.

My husband and I are FURIOUS that we are out $500 as new homeowners and still don't even have the furniture we purchased!! We can't get any assistance from customer service over the phone because of absolutely ridiculous wait times and when we visit the local store, nobody seems to know what's going on and can't help us. We just want our money back or our merchandise so that we can take it to the store and return it ourselves!

Please, please, please DO NOT WASTE YOUR TIME AND MONEY!! There are hundreds and hundreds of reviews on here from people just like me that can't get their money back or their merchandise. Just shop elsewhere and spare yourself the time and an unnecessary headache. If we don't get some sort of response from IKEA in the next few days as to what exactly is going on with our order, the matter will be escalated. Unlike some of the other reviewers on here, we will not sit idly by for months, hoping and waiting to get our money back. It took IKEA 5 minutes to take that money out, we're not waiting months to see it refunded. We fully intend to hire an attorney, should the issue continue to persist.

So I cancelled the order after being on hold with Ikea for 71, that is 1 hour 11 minutes. They gave me the cancellation number, but the charge has not been taken off my credit card, AND the delivery representative has phoned me twice to ask what day I want the shipment. I keep telling the people I was told to go to the store to get the items, and that I cancelled the order. Still waiting for my refund.

Turns out, our order was shipped two hours away to the coast. We got a call from the person who received it, he had to send it back because they had completely lost his order (or it was sent somewhere else, who knows at this point - NOT IKEA THAT'S FOR SURE). I have been waiting for an email from them for a few days, haven't gotten anything, no correspondence from IKEA at all. My husband called again today, spent the better part of an hour on hold just to find out that our return would need to be "approved" by a manager... We don't have our order, it never showed up here, so someone needs to approve this because I want my $300 back and I am not waiting months for it.

So we have been asked to wait some more for the approval to go through, that could take up to 24 hours and then it will take 3-5 business days to get the money refunded. If I were to give any advice on this, DON'T ORDER FROM IKEA ONLINE. It's been a waste of time and money so far, I am unsure if we will even get our money back at this point, so like others here, we have officially been robbed by IKEA.

All I a saw was my order continue to move forward and after I was assured by customer call center, my order was fully cancelled, I received a email confirmation my cancelled order was delivered and signed at my home address and delivered complete when nobody was home. I've gotten nowhere with customer service and now I need to police my own cancelled purchased shown as delivered in hopes of getting my refund 100%. My wait time averages anywhere from 45 minutes to well over 120 minutes on hold before anyone answers to be only placed on hold or transferred to a department that is closed and disconnected.

I set up a makeshift office in front of my buzzer, which happens to be next to two giant windows that overlook the street, so I wouldn't miss the call, buzzer or truck. THEY NEVER CAME. The delivery company is a JOKE. They are rude and lazy. NO ONE rang our buzzer, NO ONE called us, they made zero efforts to contact us. IKEA called us to say that the delivery company reported, we didnt pick up/answer and they left!!! We called and spoke to two managers at IKEA and they basically said that they can't do anything, and that the delivery service delivers if and when they can!!! They refunded our delivery fee (big deal $30) and said that the next they can deliver is Mother's Day. We have a grandparent that is VERY ill, a mother that's made very extravagant plans, and an aunt's birthday we will now have to miss to sit around for the delivery company for the THIRD TIME!!!

I cannot believe that IKEA is at the mercy to the delivery company and it's whatever they want to do. AWFUL service. We paid thousands, and now can't get our stuff...we basically just got robbed by IKEA and their delivery company! My boyfriend even went so far as to offer to meet the truck at the next drop off (as the delivery company told us the driver was not only on the same side of town, but within 5 blocks of our address!). IKEA said that this is a lie, and that they cannot call the company and demand that they deliver to us today, or that they tell us where their truck is to go pick it up. We were told that "It is what it is". ** awesome.

I have called the customer service department at IKEA twice so far, (each one with a waiting period). Again, very politely they say they would look into the matter with absolutely no result. I even proposed to Ikea to return the microwave which has not been functioning for over a month now. This, despite the inconvenience of dismantling a microwave connected to a hood and installed by an electrician. Nonetheless, they wouldn’t accept it. They simply said there is nothing they can do and that I should simply wait for Whirlpool. Is this the warranty which Ikea offers? I am extremely disappointed and would definitely not recommend buying any electrical appliances at IKEA with a warranty which they do NOT back up.

When we got somebody on the phone after a wait time of a minimum of thirty minutes and sometimes as long as fifty minutes, we were told at first that a company the size of Ikea had to wait first to get physical paper cards, which were on order, and then they would send the physical paper gift card to us in two weeks - that was a month ago that they said this; they always said it was being taken care of, for instance, in the following ways: it was being "expedited" and would be sent within five to seven days, it was being taken care of by speaking to the department in charge, who would make sure the card was issued.

Anyway, this song and dance has been going on for two solid months with no result. They lie to you on the phone. When I asked to speak to the manager, I get a "manager" who promises me it will be taken care of and she would email me, send me a message or call me within 24 hours to confirm that it was being taken care of. Absolutely nothing happens, and they have kept the $1,000 for two months. It is useless to call them, to wait on the line for an hour or more, only to be lied to by them. How can a major company like Ikea behave this way? The absolutely worst customer experience I have ever had.

I have been lied to, and robbed from this company. I have trust issues with buying online, but who would think that a well known company would do this. This should be illegal. So I am a month and 1 week past the purchase. Never got the couch, never got my money back either. I have email, with no response. My next step is an attorney. I just want my money back, and it should not take over a month to achieve that. I have read other stories online about IKEA refund issues, not this here is flat out illegal. Delivery status still shows “out for delivery” back from 04/14/2018. I never received a cancellation email or anything. This is fraud and robbery.

PLEASE get a quote from a real contractor, a Home Depot, a kitchen specialist, whatever. You WILL have many many problems if you go via Ikea. If you really want Ikea, be prepared to spend hours on hold and on the phone. My other gripe is, no one is accountable. They have farmed out almost everything. There is no one person who is responsible. They all defray and deflect blame onto each other. And no one wants to ultimately fix the problem. Right now, I am really regretting this $12,000 purchase.

I searched and found a new number for the "IKEA cabinet recall" (Oh Boy). After a lengthy wait... I requested someone who could discuss a problem with BESTA cabinets. Was assured by the CSR that she (Alaysia) could help me. Explained the purchase time frame and current situation. I stated that my project was now on hold. I suggested that she expedite replacement cam locks to allow me to complete the assembly and installation. Alaysia stated that she could get me some replacement parts, but that they would come from Sweden... So it was not going to be anytime soon. I stated that her solution was unacceptable to me and I needed her to do the "CSR thing" and get me some replacement parts.

Alaysia then suggested that I go to my local store and get replacement parts myself. I reiterated to Alyasia (who obviously had paid no attention to what I said to her) that my "local store" was a 5 hour drive from my home. Alaysia apparently thought I was from her neighbor"hood" and told me that there was nothing she could do for me beyond what she suggested. I suggested that she contact the Schaumberg, IL store since I was unable to get a phone call through to any other IKEA number (Google IKEA numbers not working for customers) and have them FedEx out some parts before EOB today. I told her that I would consider that to be "good Customer Service". "Naauuww I can't do that... I told you what I could do for you" (which was nothing).

I asked to speak with a supervisor and after another lengthy wait on hold... Was told... "Talked to my supervisor and he says that he can't do anything more than what I offered to do. So he be wanting to know if you still want to talk to him?" Hung up and left a message with IKEA Corporate Customer Service. We'll see if anybody there cares about customers. So that's my visit to the hood. All courtesy of IKEA. Lastly... Who allows an engineer to make such an obviously poor material change? I'm done with IKEA.

So to my shock on 4/18/18 at 7:30 pm when again, I got no call with my new time of delivery for 4/19/18. I called and was on hold for 75 minutes to get told my order had been canceled. No at this point I am beyond pissed off that I even picked IKEA to do business with! I was told I would get a call back this next morning by a TEAM LEAD at Ikea. So on 4/19/18 (the day before I moved) at 9:0am I called back and got told she would look into this and I would hear back shortly. Well, shortly was 4 hours later and again I was told she could change my address and have it re-delivered to my new home on 4/28/18 and again told she would send me another gift card in the mail for my troubles.

So now 4/27/18 I did get my call with my delivery time frame of 11:00 am-3:00 pm. I thought to myself "this mess is almost over" BUT I WAS WRONG!!! At 10:43 am I got a call saying they would be at my house in the next 15-20 minutes. So I made sure I was ready for the delivery. I then get another call saying they were outside. Around 11:05 am. I walked outside to see NO ONE... I called the number back and he said a "Paula" signed for my stuff and they left it outside. I asked him what he was talking about 'cause I was home and he never showed up.

Come to find out he delivered it to my old address i had moved out on and was told by the team lead would have been updated!!! I then had to rush over to the old address and hope I could get my items from whoever signed for them without a problem. I had to load them in my car alone with 5 HEAVY boxes. This has been such a horrible experience that I'll never step foot in another IKEA AGAIN!!! And I am sure my gift cards will NEVER make it to me either!

It turns out there is no back-ordering system to ensure the missing items are filled. All orders are picked off the shelf and stock is replenished like a supermarket. If your item is not there at the time then you do not get it. I had to periodically check if the item was again on the shelves. I spent two hours trying to contact the helpline. I was always cut off after 15 minutes or so when the option was offered to leave my number and retain my place in the queue. My kitchen is under construction and there is no way I can obtain the missing items and no way of knowing how long it will take for the missing items to return to the shelf. I have no usable kitchen and no way of finishing it. A lady in front of me at the service desk in the store was having a meltdown because she is in the same situation.

I placed my order on Mar 25, 2018 and received a receipt with an estimated delivery of Mar 31, 2018 between the hours of 9:00 am and 9:00 pm. When the order did not arrive, I called IKEA customer service and waited on the phone for over 30 minutes before speaking with a customer service representative who informed me the estimate was way too early and I should expect the delivery in two more weeks as the item was in "Picked" status which meant it was not yet shipped but was pulled in the warehouse ready to be sent out for delivery. She suggested I call back the end of the week to get an updated status.

On Saturday, April 7th, I called back and waited for almost an hour. Once connected with an associate, I was informed that the item was in "Ready to Pick" status which meant the item was still on the warehouse shelf. I explained this was backwards from the previous call and the woman checked and agreed it was in fact going in circles. She explained it would take another two weeks to reach me. At that point I wasn't going to wait any longer and requested the order be canceled for a full refund. She said they couldn't do that when the order has already been shipped. I informed her it wasn't shipped as it was still "ready to pick" and therefore wanted it canceled and refunded. She put me on hold and after discussion with her supervisor said she was able to get the order canceled for refund. I asked when I would expect the refund and she explained it would take about 7-10 business days.

On April 11, 4 days later, I had two voicemail messages that the delivery truck was at my house but no one was home to receive the delivery. I called the delivery company back and explained the order was already canceled for a refund and I didn't receive a courtesy call beforehand that anything would be delivered. The delivery company marked the order down as canceled and to return the item. I also called IKEA to make sure they were on the same page. I waited on the phone for 40 minutes before I hung up to try again. The estimate on the phone was a 63 minute wait. I hung up and emailed IKEA. I never received a response from my email even though they provided the phone and email as contact options in their email correspondence.

On April 23rd, 12 days later, I called to get an update on my refund and was informed that the item had not yet been returned to the Round Rock store to initiate my refund. The customer service woman put me on hold to check with the Round Rock store and they had no record of it. She called the delivery company who was trying to locate it. She suggested I call back at the end of the week.

I called back on April 27th and was on two separate calls for over two hours as the first hour long wait was disconnected on their end. Once I connected with a customer service rep, she informed me the delivery company would have the item delivered to the Round Rock store "tomorrow" (April 28th) where they would then be able to BEGIN my refund. I asked about the timeframe for the refund and she said 5-7 business days which means I won't see a refund until May 4th or as late as May 8th if it goes through as planned which isn't highly likely given the full customer experience thus far.

This morning, April 28th, 34 days since I originally place my order, I received a call from a delivery person asking about "a merchandise pickup from IKEA". I told him there was nothing to pick up as nothing was ever delivered. He put me on hold and came back to confirm my name when I reiterated I never received anything as the order was cancelled. So, now I'm on a call with a suggested wait time of 83 minutes. Once I get connected, I'll insist on a supervisor. I don't know when I'll get my refund or if it will happen at this point. I'm filing this complaint as I feel I've been taken advantage of as a customer. It never should take a company this long to refund the money when the customer never received the product.

IKEA clearly has no idea what they're doing. Each call resulted in a clueless hunt for the order, the status, or to provide any helpful information. I know now that each attempt was just to get me off the phone with a recommendation that I just wait longer. I've shopped quite a bit at the local IKEA but this has been such a horrible experience that I'll never step foot in another one.

Another two weeks pass. I call again - yes another hour plus hold before I get to talk to someone. I'm told this time that the didn't have a spare piece to replace the damaged one and would have to open a new box. I also queried the missing parts to an order for a kitchen - but let's save that for a different review! Now another two weeks has passed and I call to be told that my wait time before I can speak to a customer service rep is 78 minutes. At this stage I could have harvested the timber myself!

I waited for the email which I received on March 20th. I called and I waited another hour and twenty minutes to get someone to talk to me. They then told me they couldn't refund the full amount including the delivery fee of $29.00 because I waited until the order had shipped. Which totally contradicted what the first phone rep told me to do. After expressing how unfair it was, they said they would grant me the full refund. They told me that I needed to wait 5-10 business days in order to get my money back.

I called back around Friday, April 13th or so because I still hadn't received my money. I called and guess what? Yup I was on hold for about another hour. I get through, the rep informs me that it will be refunded in about another week or two. I asked to speak to a manager. I got through and the manager apologized to me and said there was no excuse for how long it has taken. She explained that the request had to be approved, and it was on someone's desk, waiting to be looked at. She said she would make sure that I would be put on the "priority list". Fast forward to today... It's April 24th and I have yet to get my money back. This entire process has been a headache from the very beginning. I will never order off of their website again. Ikea DOES NOT make customers a priority. Their "priority list' doesn't exist. It's been over a MONTH. This is absolutely ridiculous.

Well that confirmed delivery date came and went without my delivery so I called and sat on eternal hold to be told someone would contact me within an hour to reschedule again. Of course no one called so I called back and sat on eternal hold again to be told they were rescheduling the delivery and they were giving everything to their supervisor and I should hear from someone by the morning or I needed to call back. I then called the delivery company and they show nothing in their computer about any rescheduled deliveries. I am at a loss at this point and feel like I just threw away my money. I have also emailed this company several times with no response and cannot seem to get anyone but lower level customer service who thankfully are very nice but are limited on what they can do due to the terrible policies of the company they work for. I do not recommend ever purchasing anything from this company that has to be delivered.

I called to see why 17 days later and I was on the phone for a few minutes over 2 hours!!! Then, the IKEA employee said it takes 5-10 days for your credit to go through. I told her it was 17 days and I want to speak with a manager. She put me on a long hold and said that the manager is not available. So, I wasted 2 hours and nothing happened. It is now 23 days after the cancel date and no credit issued yet and my Visa bill is due. I don't have 2 hours to sit on the phone waiting to talk to another unhelpful employee so perhaps they monitor their reviews. Online IKEA sucks!!!