Written on: 22/01/2013 by Dwallingor (1 review written)
I've spent over £1000 with IKEA over the last 3 months buying furniture for my new flat but in my last purchase i have well and truly been let down by this company and I afraid that i cannot risk a purchase again with them in future!
I bought A TV unit for £275 and paid a delivery charge of £35 for the luxuary of having the item home delivered. I paid this company on the 28th November and waited in for my delivery on 15th December 2012 - Everything was going great.... until I opened up that box - To my horror I found that the box must have been dropped (from some height) before reaching me as one corner of the table unit was completely smashed to pieces, this piece of furniture had really been dropped hard by the looks of it!
I got in contact with the IKEA customer service who promised me they would send out a replacement the following weekend.... So I stayed in all day on 22nd December to eventually have no one phone me and no one turn up!
Another call to IKEA CS who apologises but assured me that my replacement will definitely be sent out on 5th January and that someone would call me on the day to let me know what time they would arrive - great. Saturday 5th came and I stayed in all day once again - And once again IKEA failed to turn up or give me a phone call!
I was getting quite fed up by this point with IKEA. I had stayed in two whole days already and been failed on both occasions so I now thought that I would wait for them to contact to me to apologies as surely they would know that they had failed their customer twice and would be keen to organise a redeliverly as quick as possible? - Nope! Two weeks went by and not even a call or email! It seems it's down to the customer to keep calling their chargable CS line to let them know that they have failed their deliveries - yet again!
I contacted them again but this time via their online chat service on Saturday 19th January and the CS rep once apologies several times about the situation, he just didn't have a clue why my fault report hadn't been looked at for a long time. I was then promised (there's that word again that doesn't seem to mean anything to IKEA) that someone from their 'Admin' team would call me to resolve everything first thing at the begging of the week. It's now Tuesday at 21:00 and no call again from IKEA! This company is bloody awful at customer service!
The ultimate lesson I have learnt from IKEA is that if something is delivered to you faulty they just don't want to know, they have your money already and that's all that matters to them. They don't seem to have a credible system for resolving customer issues and faulty goods and they supplement this with getting the customer to let them know whenever they fail, again, and again. I honestly believe that their tactic is to wear your down until you give up completely!
Warning - Stay well away from IKEA's online service it's absolutely not worth the gamble if you get a faulty item - IKEA will let you down over and over!