Anonymous

Return process

Really really really sucks!!! Reps not following numbering order and letting people transact out of order. Will never shop here again and will tell everyone i know.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Delivery service the worst experience by any standards

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I will no longer use any of IKEA services. My experience was horrible with them. I bought items online and place my order early October. In November when i didn't hear from them I called. After 30-40 min wait on hold, I was told that the payment did not go through and I had to place the order again...(no apology and no email notification was sent on this) Since i knew what I ordered I spent another hour to re-order. I called just in case to make sure my order was placed. The order was placed on 11 November with the delivery date set for 24 November. I called on 25 November to see why the delivery hasn't been made. To which I was informed that I will most probably receive the purchased items in December and they could not guarantee. In the world so advanced in terms of services and delivery options, we have IKEA that seems to think they have monopoly on the products and don't even try to live up to the modern world standards.
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Cons:
  • No communication with the customer
  • Unable to deliver on time
  • Wasted 2 months of my time
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

Anonymous

Massive delivery problems

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I'm too tired to go into all the detail. Two deliveries. First one showed up at 9:30 p.m. for a 1-5 window. Fine. Second one showed up on time -- damaged. The replacements had to come in two separate trucks -- on two separate days. Both days, they "didn't have the paperwork" to pick up the damaged stuff. Despite -- on both days IKEA assuring me they would. So now we're scheduling truck visit #5. Each visit requires me to take a day off work. Meanwhile the delivery company phone disconnects you automatically when you press zero for operator. Meanwhile, I have to wait on hold for almost an hour while IKEA calls the delivery company, because they don't have the technological ability to just call me back. Really. This is only half of it. I'm like -- I've already taken days off from work, it's not my fault if you all can't get your paperwork in order to pick up the stuff. They're like -- that's not my problem. If you can't meet the truck we're going to send at a mystery time, we're just going to charge you for the damaged goods. I'm writing this at 1 hour 17 minutes into my phone call, on hold. The problems are 90% the delivery company -- XPO Logistics. But I didn't buy from XPO Logistics. I bought from IKEA. They need to take responsibility here.
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Loss:
$600
Pros:
  • Merchandise
Cons:
  • Truly bad delivery
Reason of review:
Problem with delivery
1 comment
Guest

sounds like my nightmare --- IM SO over this crap with them - my came 2 weeks late at 6 pm at night - past my 2nd delivery time and date - and missing 2 huge boxes!!!! now waiting a week to still get those missing parts - been sitting on hold now for over an hour kj!!!

Anonymous
map-marker Centennial, Colorado

Watch for one price in the store another at checkout.

First, this is not a judgement on the IKEA business model or the quality if IKEA products. Second, I once bought thousands and thousands of dollars of IKEA products in Portland and transported them 5 hours away to Southern Oregon in my pickup truck and trailer. Word spread quickly, so I was asked to make the trip every six weeks or so for about a year and a half. I would often assemble items for friends and neighbors, so I'm very familiar with IKEA. Their product is popular and that Portland store was very well managed. My experience at the store in Centennial has been quite different. I've seen incomplete labeling and sloppy displays along with over and understaffing in various departments. The As-Is department is a mess and is full of merchandise that isn't moving. The final straw that broke the camel's back for me and my wife was getting caught up in the age old trick of a deceptive center aisle display. After waiting in lengthy lines to check out, a product rings up for $20.00 more than the tags attached to the product in the display. After the charming clerk dutifully and sincerely tried to clear it up on her checkstand phone, the manager said, "Tell em to pound sand!" (I paraphrase). It was uncomfortable to go through as the folks in line behind us were eager to check out and go home too. We elected to leave the product for them to pay staff to return to the display. Many would have just caved in and paid the extra $20.00. Given the sheer volume of traffic in the store, a handful of mispriced items can add up to significant revenue to that manager's performance numbers. I walked back to the display and thoroughly documented the deception with several photos.
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Reason of review:
Pricing issue
Anonymous
map-marker Stoughton, Massachusetts

Delivery sucks. Abysmal customer service.

Ordered a sofa bed in store. No room left in my truck after other smaller items on board so I paid $199 for shipping.

Big mistake! Delivery cancelled on day of twice. First time XPO Logistics said they went to the store and the item was not available for pickup. A week later they said that there was no room left on their truck to fit our sofa.

A week later it finally delivered but I had to bust my but to get it assembled for holiday guests arriving. XPO said it was IKEA's fault and that I should get the shipping charge refunded. Attempted to call Customer Service four times and gave up in frustration after 40 minutes on hold (they don't even have the guts to tell you how long you should expect to wait!) So I sent an e-mail.

I doubt I'll hear back from IKEA. How can such a progressive retailer have such terrible service and stay in business!?

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Loss:
$119
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

Horrible IKEA experience

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I ordered $1300.00 worth of furniture and after trying three times to get it delivered after the delivery company said they were bringing it and didn’t (didn’t even have it on their truck!) I cancelled the order. Even that took two calls to ikea to get done after waiting on hold for 25 minutes each time then another 10 minutes both times while they were doing something with the order. After a week I hadn’t received my refund and called AGAIN. They said they were confused on their end but would get the refund out within 24 hours. It’s now been 3 days and no refund. So not only could I never get my furniture now I can’t even get my refund!!!!!!!!!!
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Your commercial sucks!!

Shows a white woman who thinks she stealing because of the price. I don’t steal and the inference is a palling to me. Drop that piece of *** commercial as I would certainly not shop there and be considered a thief
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Reason of review:
Bad quality
Anonymous

Ikea has gotten too big for their britches

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ikea, apparently, thinks they're too big and successful to care about true, quality customer service. i bought 4 barstools online and it said i had to be home on a saturday between 9am and 5pm so we stayed home and waited for the delivery. at about 4:30pm, we opened the front door and found that the barstools had been delivered, in boxes, and they were MAILED to us. so, i wrote ikea an email telling them about my dissatisfaction about that mixup and all they wrote back to me was - it doesn't work that way. no sorries, no give-a-*** attitude, just deny that this happened to me. ridiculous! then, i open the barstools and put one together. i have my 84 year old mother sit in it and it collapsed 1/2 way! and it had nothing to do with me putting it together. it was the stool itself! so, i call ikea and wait the 45 minutes for someone to get on the line (they preface your extremely long wait on the phone by saying that they are very, very busy because their catalogue just came out so, tough luck for you and your wait... like that is a good excuse to be *** to your customers and have them wait on the phone for 45 minutes). when the chick gets on the phone, she tells me that i have to pay $50-some to have the barstools picked up. when i tell her about the issue and advise her that i should not have to pay for damaged items, she tells me that i have to have a picture to email her right then and there for them to approve before they will pick up the barstools. but then... they would just replace them with new ones. well, i don't trust the quality of them so why would i want new ones? i want them returned because they are *** and i should not have to pay for them! so, she basically says - tough luck - and she refused to set up a pickup date until i can email her something to judge. so, i told her to just set up the pickup date because i'm not going to call back and wait another 45 minutes just to get the shaft again. i told her i'll pay the $50-some and then take it up with them later. so, she gives me another number that i have to call to pay the money and then, and only then, will they pick up the junk that they sold me. so, i call the number and have to go through 3 different cashiers because they can't get their *** together. then, finally, when i'm able to pay one of them, they tell me that the delivery/pickup people will call me in a few days to set up the pickup! what the heck?? all these hoops this company makes ME do because of THEIR *** customer service and products is obviously from their overly high opinion of themselves. there are SO many other choices out there for furniture and SO many companies out there who want people's business, so that's where i'm headed and i'm taking anyone and everyone who will listen and hear about this cluster with me!
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Loss:
$56
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Paint coming off, wrap coming off, crack in doors, etc.

I had my kitchen for year or so and nothing paint coming off my doors. I had one replaced and after that Ikea stopped the Akurum cabinets altogether. I have worked with them since and no resolution. I am called and tried different companies to repainted and was told would not stay on. So the only thing Ikea has offered is refund for my cabinets. I am really upset at what has happened to my cabinets. I am really upset and so far issue is not resolved. If anyone hears of an attorney interested in pursuing a class action lawsuit please add me in.
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Pros:
  • Dissapointed
Reason of review:
Bad quality
Jazlynne Ddh

IKEA--Disappoint, Flake, Dishonest

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"Lure with $$ and then Give Away customers' private information to unknown parties!" On July 27 2017, IKEA insights community team (Hilary is the host) invited me to participate their online survey claiming that a participate will earn a $100 IKEA gift card on email body by filling out some information online. They claim all information will remain strictly confidential. After clicking on the link inside, participants will get paid by e-card of $100. I have filled out my phone number, availability of day, prefer evening hours to be called, other information, and marketing questionnaire on that survey. On July 31st, I received an email (headline of that email: Online Market research study-follow up) from Jennifer Frank of Ipsos- third party survey group asking me to pick any day from August 1st to 4th for a 75 minutes interview. I wasn't aware if this person is from which coast or from which IKEA or else where, I replied with please contact after 5 pm at PST on Wednesday or Thursday. There wasn't any business title or brief introduction on that email. I don't know if it is a scam or what, IKEA never introduce it. Jennifer then replied saying that there is not any schedule after 5 pm eastern at this time, please send me your availability for next week August 7-August 9. Jennifer also wrote " if you participate you will be paid $100 for your time" I was starting sceptical about how reliable is this from Ikea on compensation because Hilary, the host from ikea insights community , stated $100 ikea gift card; while Jennifer said $100 will be paid for the time. I see three different answers here: gift card, e-card, and $100. Anyways just something suspicious and with such a big corporation how can one says this while the other allows to say different thing! On August 2, I replied to Jennifer that I am available on August 7th to participate the survey. Immediate one minute after I sent out that email, she replied with "we are fully booked for this study." I have emailed Hilary on the same day asking what was happening after being asked for schedule and then everything has gone vanish. Basically flaking on prospective customers after taking what they need. I also asked if Jennifer Frank from third party market research group. There is not any solid response from Hilary or ikea insights community team. I know the support team received my emails because automatic reply was received. As of now I still haven't received any explanation. With the attitude from Hilary or the support team ignoring customer's inquiry, I'd suggest IKEA Corporate please re-train this team be responsive, honest, and integrity. As well as please stop luring customers with compensation for private informations and then disappoint us saying there isn't any study available. Then why bother forming the community group trying to make people angry to shop elsewhere! With the flaking incident above, the insights team will ruin IKEA business image in the long run not being trustworthy!
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Reason of review:
Poor customer service
Jaylenn Gwd

Customer service for online orders unacceptable!

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We ordered over $1700,(sale price), worth of furniture online on June 4, 2017. On June 5, 2017, Our bank paid IKEA said amount. On June 19,2017, we get an email from our bank stating the full amount was credited back to our account. I called IKEA and after being put on hold for a long time, I was told the bank cancelled our order. My husband called the bank immediately and they said no, they didn't cancel the order, IKEA had just credited the money back. When I called IKEA back,( and subsequently put on hold again), they said the order was red flagged by fraud unit so they cancelled the order. I asked why they didn't contact us to verify that we had placed the order and they said we could have been the ones committing the fraud! We're IKEA Family members so they already had all of our contact information. the very least, they could have contacted the bank. We reordered the furniture, but they wouldn't give me the sale price because the sale was over. After 90 minutes on the phone and talking to five different people, they agreed to give us the sale price, but only after I threatened to share their terrible customer service all over social media. Fast forward to this past Wednesday, July 12, 2017 when our order finally arrived. The trucking company contracted to deliver my order did a fabulous job! The entire order was on a pallet, shrink wrapped. It came that way straight from the IKEA warehouse. As we're unpacking boxes, we realize that the slip cover for the sofa and chaise were missing. So I called IKEA. After an hour, I was disconnected from them. I then called again. After 3 hrs and two people, I was told that they could not deliver the slip covers by this Saturday. Because they dealt with FedEx. I told then that I know for a fact that it could be delivered by Saturday using FedEx. So now I'm left with no furniture,(we donated the old furniture), and company coming and no place for them to sit. My living room is filled with sofa parts. The girl even had the nerve to tell me to just go to my local store. The closest store is over 4 hours away. Why is it that a company with a good product and great in store customer service SUCKS BIG TIME with online orders and customer service. I even told the guy this before hanging up on him. Is this a world wide corporate thing or just here in the US.
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Cons:
  • Online orders customer service sucks
Reason of review:
Poor customer service

Preferred solution: IKEA needs to change their customer service policies

1 comment
Guest

Update: When the slipcovers didn't arrive the following week like I was told, I called IKEA again. I found out that they never processed my first call.

They just blew me off. This time I was given a new order number and case number. When the slip covers again didn't arrive the following week, I called again. After being on hold for 61 minutes a very nice woman named Collette answered and immediately apologized for haveing to be on hold for so long.

I told herr I was used to it when calling IKEA. She said I shouldn't be and that was unacceptable.

She pushed my order through and it was shipped that day, Tuesday, and arrived on Thursday.

Never ever again will I order online from IKEA. If I can't bring it home with me from the store, I won't get it.

Anonymous

Problem after problem after problem

1) I had problems with them setting up a delivery without calling me. 2) I spent hours on hold trying to get through to Customer Service on several occasions 3) Before my son even moved into the room, he banged into the edge of the bed and the veneer came off like a banana peel. 4). I tried to get a replacement footboard. They wanted pictures, so I happily sent them. They didn’t give me any satisfaction to my email, so I had to call customer service again. 5) we negotiated a credit instead of a replacement footboard. I just checked my credit card account and the amount credited is half of what they promised me. With customer service like that, I’m surprised they’re not in bankruptcy.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Canton, Michigan

Only refunded 60 percent of purchased price on unopened desk

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Website says refunds up to a year Less than one month could only get 60 percent back in store credit Website/IKEA lies lies lies
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Anonymous

Bad bad

First received bad sink. Reorder one to be at new home on a dead line date!!! They promise us it would be their... still not received it...just saying you make your mind up..........
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Reason of review:
Bad quality
Anonymous

Go back to sweden

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I first purchased 2 koppang dressers, got them home started to put them todether when I realized the holes were not lining up. after about 30 min. it was not me but them. soo I returned them. then I purchased them again but had ikea put them together at a high end price. 3 weeks later the deliver them except they were not assembled, they wanted to do it at my place and take 3 hours of my time. why did I pay all that money and then have to be inconvienced. again I returned everything, wanted my money back but they refused to give me my delivery money back. this place sucks I will never go back. they should get out of this country they are terrible
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Loss:
$70
Cons:
  • Staff
  • Management
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

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