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Ikea & Pernille Lopez poor customer service

I had two poor shopping experiences at the Ikea store in Schaumburg, IL. Not being satisfied with the outcome of both on 4/9/09 I wrote a detailed letter to Pernille Spiers-Lopez, IKEA's President (North America). My letter clearly addressed my concerns noting the poor service and humiliation I experienced and emphasized the fact of my prior loyalty to the IKEA brand. Over a month later and I have not received an apology let alone an acknowledgment of concerns. This after spending close to $5,000 with the company! I am left to wonder if IKEA values service and their customers just as much as making $28B a year in revenue.
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1 comment
Anonymous
#64927

This may be because Pernille is not the pres anymore

Review
#148478 Review #148478 is a subjective opinion of poster.

Ikea in Concord, North Carolina - Would not provide missing hardware.

IKEA will not supply 1(one) very important piece of hardware missing from my sofa bed purchased April 24, 2009. I made an extra trip to the Charlotte, NC IKEA to pick up the missing piece, was told IKEA would do whatever was necessary to help solve my problem, and they haven't. So far, every person I have talked to seems not to know if the hardware can be ordered or is clueless about how to solve my problem. This is the first thing I have purchased from IKEA; I am not a happy customer and my trust in the company's customer service policy has been forever damaged.
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2 comments
Anonymous
#228988

I just bought my first item at IKEA and was shocked to see NO hardware with the three boxes the bed came in. Fortunately, some customer at the store told me I needed by buy the bed slats separately.

But zero hardware, and other people that bought the bed have the SAME problem.

Just amazing. Not a good experience.

Anonymous
#84399

I hear you, i have filed by email and phoned two stores about some hardware for a bed that i lost during a move. I get the runaround, why cant they just make a complete buyable hardware pack!!!

they have to check there spare parts, and make no garrantees.

I'm missing twenty pecies, so i think im hooped. Also what is up with wanting a reciept number, on a four year old bed????

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Review
#148101 Review #148101 is a subjective opinion of poster.
Product
Loss
$899

Ikea does not stock displayed furniture

I went to Ikea to buy a kitchen counter I saw on their floor. It was out of stock and they would not sell the display model. It was online but they did not sell this unit online. It was not available at any store in the US and they could not tell me when it would be available, anywhere. It seems this display was for effect only, they had no intention of providing this item, they only want to sell cheap furniture to young couples and college students. I have had the same experience with their office line, no stock and no arrival date. Their solution is to have me call back every so often to see if it was there, not likely.
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Review
#148085 Review #148085 is a subjective opinion of poster.

IKEA Faulty Chair

I ordered a chair from ikea online on 27/01/2009 and took delivery on 03/02/2009 to find the height/rake levers snapped. As I needed a chair urgently I put it together never the less. Then requested a replacement be sent out. Then advised delivery/collection on 17/02/2009. I attempted to dismantle chair and found a bolt has cross threaded so I cant dismantle for the courier to accept it. They now want to send a truck to collect as assembled on 04/03/2009. What rights do I have? Do I have to go throught all this? Cant I just dispose of the faulty chair? Does anyone have experience of taking this further due to inconvienence caused?
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1 comment
mrcrm
#52246

can anyone help?

Review
#145485 Review #145485 is a subjective opinion of poster.
Loss
$125

Ikea in Los Angeles, California - Need parts

i bought the alve secretary desk with the hutch on top. the hinge on top was always coming loose and i could catch it but just this one time i didnt and the top honge came loose and the bottom hinge twisted and broke. i went to ikea for a new hinge and they told me my only chance to get another hinge was if some one returned one and they salvaged the hinges. the took my name and gave me a hinge that might work (it didnt) , and that was it. no hope to order one, im just left with one door off the hutch.
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Review
#144975 Review #144975 is a subjective opinion of poster.
My husband and I purchased our first home six months ago. We found it only fitting to purchase new furniture for it as well. We bought two malm bes (one for us and one for my son), malm dresser, bjursta table, borje dining chairs, lack side tables, and klippan leather...
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25 comments
Anonymous
#1480404

In (under)grad living, we used 2x12's, plywood, milk crates, cinder blocks, and some 3rd-or-4th hand furniture. There was no IKEA back then, but it would've been in the mix.

My son bought some, and I helped him assemble it with true prediction of its limited future.Later on, that dross went to yard sales or the curb....and IKEA, too.

At least the blocks, plywood, lumber had alternate use in some cases, but IKEA's fake-chrome, pressboard, plastic, staples begged for a dumpster. My wife wouldn't have it in the house, but maybe you could use it for a hunting cabin or save it for the kids' club house, if you've room to store it.

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#144775 Review #144775 is a subjective opinion of poster.
Product

Ikea refused to exchange a broken table

We purchased an ikea kids table (LEKSVIK). It had a latge knot on one of the legs. My husband did mention th large knot while assembling the table, saying that's not so great...shouldn't have passed. We live over an hour from the IKEA store in west Sacramento...so I asked him just to put it together. Well sure enough the table leg broke after three weeks of use. I called customer service and they said no problem as it was faulty bring it back and they will exchange it for the same table. Very nice lady on the phone, told me no "worries." Arrived at Ikea spoke with customer manager? young very rude Tara at 5:45pm 1/2/09. We had receipt which was 5 days beyond 90 days and was opened out of original packing! Doesn't matter if its defective...per Tara there products are inexpensive for a reason! I will never shop IKEA again.
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3 comments
Anonymous
#51228

Sally it doesn't matter if it was assembled or not. I purchased a coffee table for my daughter in college and there was alson a large knot in a leg.

I brought the table back before assembling and was told they could not take it back as the box had been opened!

Doesn't matter if it had been assembled. Apparently you are the ***!

Anonymous
#51185

I Live in scotland and here I had a problem with an Ikea item where a bit proved faulty. they just took details and put the part in the post. Tecnically they should also be responsible to deliver and fit a broken leg if it failed due to faulty manufacture here

Anonymous
#50029

You shouldn't have assembled it in the first place, ***.

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Review
#143896 Review #143896 is a subjective opinion of poster.
Loss
$60
IKEA will not refund any assembled furniture even though their return policy on the receipt stated that they would accept all refund. They might as well state that the will not refund any products since 90% of their products required assembly. Their products and...
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30 comments
Anonymous
#545201

IKEA is FRANCHISE!!! (I know, I was surprised as well) Each store is run by a different franchisee, HENCE the differing return policy enforcement.

I have never had a problem in Costa Mesa, CA. Maybe the people who have issues should try a different IKEA.

PS: IKEA used to be Swedish, it is now owned by a Dutch company from Delft, Netherlands.

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Review
#143723 Review #143723 is a subjective opinion of poster.

IKEA DON'T CARE ABOUT CUSTOMER

I purchased a basic desk chair for my son, after assembly, I found the chair is unsafe because my son fall down easily from the chain, so I bring the chair to Ikea Palo Alto for return, but to my surprise the CSR simply said no return because the chair has been assembled (that's a joke, how do I know the chair is defective if I don't assembly and try on), I asked to said to the manager, a women with uniform and name tag said Kristen claim she is the manager of that building, but she give that kind of altitute of "don't care", so she just simply repeat the CSR said "no return" even I try to explain to her that the chair is either defective or unsafe, no use, I told her that she has now lost one customer, I sware not to purchase anything from any Ikea store. As matter of fact, their product is cheap and low quality, and with such customer service, I forseen their sale will slip and stores closing.... good luck!
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Review
#142543 Review #142543 is a subjective opinion of poster.

IKEA***Love them!

I have been shopping there for years(Woodbridge, VA) I have several items within my home, that I use on a daily basis from them. If the items are assembled CORRECTLY they will last!! Myself & my husband are a bit on the fluffy side & we have been sleeping on an IKEA bed for 5+ years(moved it once). It is the sturdiest bed I have ever encountered. Not to mention the bed still looks BRAND NEW. Another thing, we have had to return items to the store on several occasions w/no issues. As long as you have the receipt(assembeled or not) they had No issue. I did have a damaged piece that we assembled & took back the next day, they happily exchanged it for us. As for all of you that say that IKEA "sucks" maybe you need to look back at the situation. Did you have a receipt? Did you have an attitude? If you treat people like *** they tend to treat you the same.
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3 comments
Anonymous
#116469

Unfairly high expectations + treating people poorly = way too many complaints on this website. Most I read have to do with someone expecting the employee to bend over backwards to make you happy.

Others just defy common sense and logic. Threats, cursing, and insults tell me everything I need to know about their complaints.

Anonymous
#86336

I've been shopping at the Seattle (Kent) IKEA store for years w/no trouble.

I've even done a few returns. It always went smoothly. Then again, I always had my receipt.

Some of their items, like chairs that are screwed together with hex bolts should be re-tightened as needed.

Most of their (lower priced items) are not super heavy duty, but considering the price, that's hardly a surprise.

As for buying sets of items, you can get a pretty good idea of what's in stock at a certain store by looking up the items on the website first. It's no guarantee, but it helps.

Anonymous
#85914

I love Ikea furniture. I have furnished my whole house with their furniture.

The furniture will last if it is put together correctly. I have had mine for years and it still looks great.

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#141872 Review #141872 is a subjective opinion of poster.