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New Reviewer
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Updated by user May 15, 2013

Ikea acknowledged that they were at fault. As compensation they gave me a $50 gift card PLUS they delivered six (6) Vardo under bed storage boxes AND four (4) pillowcases PLUS they promised to clean up their Better Business Bureau (BBB) "F" rating, AND to contact ALL nine (9) complainants that they had previously ignored. They also gave me the FAX number of the San Diego Ikea store manager and the direct line to the San Diego Customer Service Manager. I feel that they were sincere in their response and intentions, and that their settlement to me, having a cash value of about $250 was also fair.

To the comment and person who offered me a crying towel, I believe that he/they missed the point. Bad service needs to be addressed and corrected, not tolerated silently. For me, I was able to turn a negative experience into a very positive one, which hopefully also helped other to avoid similar problems.

Cheers!

Original review posted by user Apr 14, 2013

# 1 - I purchased a Nyvoll Queen Size bed, Sultan Flokenes Queen Size mattress, Queen Size sheet set, and Sultan Lade Queen Size slatted bed base (4 items) and paid for delivery and assembly, which included removal of my old mattress, box springs, bed frame, and headboard.

# 2 - Delivery was promised 2-6 p.m.

# 3 - Driver called at 8:30 a.m. waking me, and asked if they could make delivery immediately. I agreed for a 10 a.m. delivery.

# 4 - Driver arrived at 10 a.m., surveyed old bed, and said they could only remove mattress. I replied that the order called for removal of bed, box springs, and mattress, and if Ikea was unable to comply, I would have to cancel the order. Driver called his supervisor who told him to remove bed, box springs, and mattress.

# 5 - After old bed was removed, driver and helper delivered and installed new bed and then discovered discrepancy that bed was Full Size instead of Queen Size.

# 6 - Driver left Queen Size Mattress on top of smaller full size bed frame and told me to call Customer Service.

# 7 - Ikea Customer Service took the problem report and promised a call back "soon". When I didn't get a call back within 1-hour I called Ikea Customer Service again and was told this time that call backs take 24 to 72 hours even though I specified that this was a high priority, emergency situation, and that I needed to be able to sleep on the bed tonight, or be put up in a hotel until the situation was corrected.

# 8 - When I asked why Ikea would deliver a Queen Size mattress with a Full Size Bed on a set up and assembly order I was told (A) that Ikea does not question or verify their orders, and (B) "Human Error".

# 9 - I drove to Ikea San Diego. Customer Service told me to take a number and that there were 20 people ahead of me. I replied this was unacceptable and asked to speak to a supervisor. The Supervisor agreed that the mistake was their fault, and said that they would deliver the Queen Size Nyvoll bed that afternoon but could not set it up until 2 days later. I replied this was unacceptable and asked to speak to his supervisor.

10 - The new supervisor spoke to the delivery driver who agreed to deliver and set up the Queen Size Nyvoll bed that afternoon, and remove the full size bed. He was the same driver who had earlier delivered the wrong bed.

11 - Delivery, setup, and exchange was completed about 4:00 p.m. The driver asked me to put in a good word for him.

In my opinion, there is no excuse by Ikea for what happened. The order should have been scanned, checked, and double checked before it was originally sent out. That was not done. When the error was discovered, the driver should have contacted his supervisor, set up the exchange, and handled the details WITHOUT my having to take hours out of my own schedule. Instead there were MULTIPLE and CONTINUING problems. This is an example of how NOT to treat a customer.

Monetary Loss: $1000.

Location: San Diego, California

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Guest

I purchased same bed yesterday and had drove almost 150 miles to get it. Queen size marked on both boxes but after assembly it measured a full instead.

The bed was on sale and very few left.

I don't know what to do. I want the same bed but correct size.

Gerold Ooa
reply icon Replying to comment of Guest-942691

Jess, You should get what you paid for, without any further hassles. I would call the store, explain the situation, get their fax number and the name of their store manager.

The mistake was Ikea's for mislabeling the product. They need to send you a replacement at their expense, and either pick up the full bed frame at their expense, or tell you to just donate it to a local charity. You should not be made to drive another 150 miles to correct their error. If that doesn't work, fax them a copy of my similar complaint and resolution.

If that still doesn't work, go online to the Better Business Bureau site, and open a complaint against the local Ikea store where you purchased the product, explaining exactly what happened and how you want to have it resolved. Ikea is not known for good customer service, but they can be convinced, and if necessary, shamed, into correcting their mistakes. It takes a little extra effort to do that, but it's worth it.

Let me know how it turns out, and thanks for your post. Good Luck.

Isabele Qtz

Why the word *** is not displayed in my comment ?

There is nothing special about it, isnt it?

Live sucks

Isabele Qtz

I see that things in the US are not different then in the Czech republic. It is the same *** everywhere.

Gerold Ooa

@Funstermike - You miss the point or have a warped sense of humor. There was nothing funny about what happened.

It was bad service, and totally avoidable. Bad service should never be tolerated or endured. By calling attention to it, I also helped others. No reputable multinational company should have an "F" rating with the Better Business Bureau.

That's reserved for criminals and those operating on the fringes. See my comments above about how Ikea settled this problem and admitted to their mistakes.

Guest

awwwwwwwwwwwwwwwww :cry Life is sooooo hard, here's a tissue!

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