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“tell customer service when things aren't right!”

written by on 14/11/2013

As having building work done and no experience of kitchen planning I paid for the Ikea planners to come out to check measurements etc, though I had done most of essential design in store with help of store planners. Problems have arisen as whoever uploaded the items from plan missed off cupboards and I have had a nightmare trying to get all the extra items that were either delivered incorrectly or missed off. I have been back to store 4 times (a round trip off around 32 miles) trying to sort issues. One issue, being 6 cupboards short, I have resorted to travelling to the Birmingham Store (round trip 65 miles) to purchase as I am still awaiting a call from the Coventry store to sort 10 days later!
The staff are very nice and apologetic but have to follow very complicated protocols to get items ordered. If you call the main customer services number it takes an average of 40-50 minutes for your call to be answered.
The first time I spoke to them their answer was I had to go to store. When I explained that I work full time I was told they are open late for that reason. When I arrived at the store at 7pm there we 3 people in front of me an I was told I probably wouldn't get seen that night and would have to come back! It has also ended up costing me almost £600 more than the original quote due to all the items missed off. So much for my cheap well priced kitchen. I also had to find my own installers as they are so back up due to their half price offer otherwise I would have to wait till after Christmas.
An Ikea kitchen is not for someone with little DIY knowledge or the time/knowledge to sit and work out your order is exactly what is required (I thought paying a planner would ensure this!)
I can only hope that the custom made work tops are correct when they come!!!