On Sunday, July 25, 2010 I purchased a furniture item at IKEA Palo Alto, California described as Hopen Chst/4drw. As I started assembling this item today 2 of the wooden pegs being so flimsy broken by the weight of the part that was supposed to be holding (even though the screws were placed properly as well).
Note this was not my first, second, or third time assembling this product.
Returned the product to said store for being defective and I was told that I could not have a refund since this was an assemblage problem and not a defective product. I asked to speak to the Returns Manager.
This Manager arrived and spent some time screaming at another customer and eventually made his way the product I purchased and proceeded to tell me that the assemblage person had looked at the product and decided that it was an assemblage problem therefore I could only have store credit. I informed him that no one had looked at the product but he seemed comfortable inventing stories about it. He promptly called the assemblage individual that confirmed the same story he seemed comfortable to have manufactured minutes prior.
I asked what was his name and he told the cashier to write his name on my receipt and it read David (no last name). I asked him to speak to the Manager that run the store and I was told that he was in Germany and that I could call him at (650) 323-4532.
Called said # and no response and I was placed on a phone message loop. I again asked to get a number that may work or someone I could talk to about the issue. I was then given by David (650) 323-4532x1335 and told that Olie (no last name) was the Manager. I asked if I could talk to someone who was in charge of the facility while Olie was out and I was told that no one was in charge.
As the number given did not work on my phone I requested again for assistance in leaving a message and I was told that I needed to press 0 after (650) 323-4532 to speak to a person and as I did that the electronic
message looped me back to the begin.
After these events I demanded to see another Manager, whomever, so that I may speak. Two folks came out after a long wait. One avoided making eye contact and claimed to be Dan (no last name) a frontline Manager and the other claimed her name was Vicki (no last name) a frontline Manager who as she put was in charge of the facility while Olie was out.
I started explaining the situation and calmly stated to her that I wanted the situation resolved but If I could not eventually would retain Counsel and deal with it legally. She promptly told me that she would not talk
to me because I mentioned suing and proceeded to tell me that I needed to talk to the IKEA legal department. Fine, I asked for a phone # for the IKEA legal department and I was told to call (650) 323-4532.
I stated that maybe she could show me how I could reach it via that number and she stated verbatim "I don't know how to use that number".
Since my arrival at IKEA to return an item to the end of this circular idiotic conversation an hour + had lapsed and yet I remain unable to talk to anyone that makes any sense!!!
I request for a response on this matter and have contacted IKEA North America Corporate Offices at 610-834-0180 and left a message so far unreturned.
In my view this is the most atrocious customer service I ever experienced in my life.
Worst yet in my internet search of IKEA I run into this gem of a story about racism and bigotry at IKEA. Needless to say I am done with these clowns!!!
Monetary Loss: $149.