Written on: 12/12/2012 by JasonHolliday (1 review written)
Ordered 24 items on the 21st October for the kids playroom. Payment was taken straight away. Delivery came on 16th December,just short of 4 weeks later.
4 Weeks to deliver standard off the shelf items is pretty poor in itself, however the deliver was short of some vital components (table legs etc.)
Ikea were informed minutes after the delivery was made, in the hope the missing parts were still on the delivery lorry which could turn back and complete the delivery. I was informed this was not possible and the missing parts would be dispatched from a shop and I should expect them at the end of the following week.
At the end of the following week there was no sign of the missing parts, so Ikea were chased up.
Again the missing items were promised by the end of the following week. The following week came and ended. Again no sign. Again Ikea were chased and I was informed the items would be with me on Monday (next working day). Great I thought, finally some progress. I received a phone call from Ikea customer relations team informing me that my items would not be delivered on Monday as promised, but would be arriving later in the week via courier, and once received Ikea would make a (undisclosed) goodwill gesture. I was a little disappointed there would be a further delay, but a little happier in knowlege Ikea appeared to be taking the matter seriously enough to contact me and offer some gesture of goodwill.
That was over 2 weeks ago...
I chased Ikea again yesterday to be told that the parts were sent out the previous day, some by Royal Mail and some by courier (DPD). They were unable to provide a tracking number for the Royal Mail consignment (as "Royal Mail do not do a tracked service" - which is complete BS), and the tracking number for DPD still, 2 days later states, the item has not even been handed over to them yet! I was informed that I should wait 3 working days for delivery so I asked if I should contact them again if the items had not arrived by the end of the week. The reply of "no, there is nothing further we can go as these have been handed over the carriers" was not quite what I was expecting.
A couple of points I would like to make.
I own and run a website selling electronic components so understand how couriers and the Royal Mail work, I also understand how the Distance Selling Regulations(DSR) used to govern web sales and mail order work.
Unlike Ikea, we follow the DSR recommendation that payment should not be taken from a customers account until an item ships. The DSR also state that delivery should be attempted a maximum of 30 days after the order was placed. Unlike IKEA, all of our orders are delivered in 3 working days, and in the event something goes wrong and the item is lost/delayed in transit or has not arrived 5 working days after despatch a replacement is sent via a next day service. No questions asked, no faffing around and failed promises.
You may put this down to bad luck, but before you consider using Ikea, you should also be aware of our one and only previous experience with Ikea. Again they took close to 4 weeks to deliver, again the order was delivered incomplete. It took 10 days to receive the rest of the order. We put this down to bad luck and ordered from Ikea again; as you can see we experieced the same problem again which continues to be unresolved. This isn't just bad luck, it's bad service. We for one will not use Ikea again