Best avoided

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Arnoldgu379's review of Ikea - www.ikea.com

“Best avoided”

★☆☆☆☆

written by Arnoldgu379 on 05/06/2014

I ordered a TARVA bed with mattress and underbed storage boxes on 30th May 2014. I printed off the provisional order confirmation from the website and also received a confirmation email with delivery slated for 6th June 2014. From there, it has gone downhill. Although I was advised that "some manual attention" was necessary and I would therefore be contacted within 48 hours, no more communication was received. I also never received the reconfirmation of delivery that is promised within 72 hours of receipt of the order.
When I tried to use the IKEA web site to track my order, the system could not match my email address nor my provisional order number nor my post code to any pending order. I finally called their "call centre" on 4th June. It took me precisely 27 minutes to finally speak to someone who admittedly tried to be very helpful, but could essentially only tell me that yes, they had taken my money, but no, there was no order in the system. After I had provided all pertinent details (including an itemized list of what I had ordered) I was given a reference number and promised a call back within 24 hours, as the matter had been given "priority". Today, 24 hours later, my wife called again to check on any progress. Again, she was told that the appropriate amount had been taken from our debit card, but that there was no order in the system. We are still non the wiser as to when we'll be

  • Single bed, mattress, underbed storage boxes, mattress protector

    Goods purchased & cost

  • Still waiting

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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Wally_Wombat's Comment

Written on: 09/06/2014

Having posted the original comment, I can now say that we finally received the goods ordered. After much follow up, we managed to obtain the information from IKEA that it would be best if we came to one of their stores, placed and paid for the order there and then got them to deliver it. The problem buried in the small print is that you cannot transfer the amount they have already taken from you for the online order and use that in the store. You have to pay again in the store and hope that IKEA online handle refunds much better than they handle orders. So we gave that option a miss. We were then offered that IKEA transfer our pending order to a store and deliver from that store. We agreed to that. However, again, we did not receive any text message or email (as promised) to confirm date and time of delivery. We had to chase that information up ourselves. They did deliver today, albeit it 5 hours before the advised time.

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