IKEA - Convoluted Resolution System, Zero Customer Service
Hilariously, I have now received multiple emails giving me two different sets of information. Tamirra insists that it will magically arrive tomorrow, 10/20, even though it has not yet been picked up by FedEx (I do have a tracking number now, but FedEx does not have my items) while Thomas now says 10/25 and claims they were out of stock.
Remember, Thomas is the wonderful CSR who informed me 5 days ago that FedEx was already in possession of my shipment!
I also have random emails from other CSRs giving me multiple shipping informations. I am not sure why I even have a CaseID if nobody uses it to see where we are in the communication chain.
1) I customize two ALGOT builds on IKEA USA website. 2) I finalize and purchase them on 10/4/2017 3) I receive the order in two separate deliveries, in four total boxes.
The last delivery arrived 10/11 4) I unpack boxes to inventory parts and prepare for install. 5) I discover I am missing crucial parts. 6) I call to have them replaced and I am told that it will take 14 days for these items to ship. 7) The next morning, I call to request this be expedited because I have nowhere to store all of these ALGOT parts while I wait, and because this was IKEAโs error not mine.
The items are the uprights to hang the whole unit. If I was missing ANYTHING else, I could have got these parts off my floor. 8) I am told that this is impossible. I am told I will receive a $30 gift card and refund of my original shipping charges (a bit over $30).
9) That sounds like BS, so I continue to request my order to be expedited. IKEA made the error, it is IKEA's responsibility to make me (the customer) whole in a timely manner. Not to further inconvenience them. 10) 10/13 I am told by "Thomas" via email that not only is it not possible for IKEA to ship overnight (lie) it is a moot point because FedEx already has the replacement order, it is on its way to me and it is scheduled to be delivered on 10/20 11) I continue to call and email to request a tracking number as I see nothing incoming on my FedEx dashboard and phone calls to FedEx tell me nothing has been shipped to my address, nor do they even have a record of a label created to my address.
12) I receive no answers, no refund and no gift card. I get no tracking number. I DO receive an email with an invoice stating I need to pay $10 by 10/22 in order for my replacement items to even ship to me. (what???) 13) I open a BBB claim.
I prepare the email chain and screenshots of all communications from email, Facebook and Twitter, my original invoice and the new one to send to BBB if needed. 14) I call the bank to speak to someone regarding my options. They also have NO record of a pending refund. 15) 10/19, I finally receive a response to my inquiry about this tracking number for the delivery "Thomas" told me was scheduled for 10/20.
"Richard" tells me, despite the long email chain attached to his response with all of these details, including "Thomas"โs claim it was scheduled for 10/20, the Case ID and my new order number that my order was already delivered on 10/11 and that if I am missing something, he can submit a replacement for me. (This is getting ridiculous). 16) I call 10/19 and I am told enthusiastically that my replacement order is now packed and scheduled to be picked up by FedEx. Wait, what?
According to "Thomas", FedEx has had my items for at LEAST 5 days already! I have already been unhappy with the level of customer service I have received, now I am outright angry. I ask for a manager. 17) I am placed on hold for a ridiculous amount of time in which I am able to make a whole new phone call to my bank.
As an update, there is still no pending refund. 18) I finally get a manager who, after I explain the situation basically says โHmโ. and โIโm sorryโ and basically nobody is going to do one single thing differently here to resolve my issue. I am at this point, way beyond angry and I hang up.
I am done speaking to incompetent people who are unable to do anything but hem and haw and go in circles with paying customers. 19) Nothing is resolved. This is a whole new level of incompetence and I am honestly flabbergasted that IKEA finds this an acceptable way to resolve issues that their company causes your customers.
One of the prices you pay in running a business is eating some of your profits when you mess up. I certainly never hemmed and hawed and refused to expedite things that were the result of my companyโs errors or told a paying customer โsorry I messed up, but Iโm just going to resolve this as slowly as possible, lie and run you in circles before making you wholeโ
Reason of review: Poor customer service.
Monetary Loss: $100.
Preferred solution: I want my items overnighted to me immediately. Additionally, I want further compensation than already offered for having to spend so much time on this issue and the outright lying by Ikea employees. .
IKEA Cons: Poor customer service, Dishonest employees, Lack of accountability, Management not empowered to resolve issues, Poor policy.
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