Written on: 13/05/2011
On the 4th March 2011 I made contact with Ikea Leeds to check the stock of 5 off white plinths - 041.806.10 to be told they had approx 60 in stock and also stock for 2 x Stat doors - 146.361.10 to be told 15 were in stock, I asked if reservation was necessary, I was told no.
I travelled to Ikea Leeds, made my way to Kitchens to order above items, again told these were in stock and was told they would be ready for collection once paid for. Within the order was a carcass for the cupboard, legs and hinges.
Paid for my goods, and proceeded to the collection point for the larger items.
When called to collect the items I was informed that the doors were out of stock and delivery would be three weeks. As I would be doing a 190 mile round trip to the store and home again we were not impressed to having to make a return journey for the doors after being told twice these items were in stock.
The gentleman at the collection point suggested I spoke to the Returns Department.
I spoke to returns and reiterated the situation and Marianne asked what I would like. I said I need the doors for Thursday 10th March as I was going out of the country on the Friday and the kitchen was to be completed on that weekend.
I suggested that as Nottingham has 35 doors in stock that Ikea Nottingham supplied the doors after I had paid for them and they delivered to the house
before Thursday and Leeds pay the delivery. Marianne said Ikea would reimburse the fuel at which point I said if you are reimbursing my fuel why not pay for my fuel to Nottingham as they have the doors in stock.
After a few phones calls to Kyle, the team leader, by Marianne, I appeared to be getting nowhere. I then asked to speak to Kyle in person.
When Kyle approached me I was told the doors would be despatched from Nottingham to my home address and delivery would be paid for by Leeds. I clarified this would be before Thursday on two occasions.
Kyle took down my name, address and mobile contact telephone number and said somebody would be in touch either Sunday 6th or Monday 7th March at which point I thanked Kyle for his help and Marianne refunded the two doors to be later paid for through Nottingham.
On the evening, around 8pm as I had not heard anything, I contacted the Leeds store and asked to speak to Kyle. He was not available so I spoke to Julia, team leader, I went through the whole situation so far to be told that she could not see any paperwork regarding our case, she said she would contact Kyle at home and ring me back. I requested before the store closed that evening. Julia rang me back, saying she had spoken to Kyle who could not confirm a delivery date.
I strongly disputed this reply and said I would contact the customer service department. Customer Service said they could find no notes or case regarding this situation and would open a case, references at top of this letter. After stressing the urgency of this matter again I was told someone would call me tomorrow morning.
At round 12 noon as I had not heard anything I called the customer service department and spoke to Charlene, I went through all the same information and explained the urgency for the doors once again to be at the property for Thursday 10th March. Charlene could see what I was trying to do but could not take payment for the doors on behalf of Nottingham; someone would call me back that afternoon. As I was tied up with work commitments it may be better to call my wife on her mobile. I made contact with my wife to bring her up to speed that someone would contact her re payment for the doors. My wife rang customer services at 1pm and spoke to Shakile to confirm they had her mobile number, which she gave.
There were no calls from Ikea that day.
My wife rang customer service and spoke to Mark at 11 am and was told there were no distributions for the foreseeable future as the roof at the distribution centre had 'caved in'. He did not say which distribution centre but as the doors were coming from Nottingham store this should not have affected the issue.
I rang the centre and was told the nearest distribution centre to Nottingham was Peterborough. We did some research through Peterbourgh telegraph that informed us that no emergency services were present at the Ikea distribution centre to their knowledge. This was about 12.30. I rang customer services again and asked what was going on and what were they going to do to get these doors to us by Thursday 10th.
At 14.38 I spoke to Clive I had to go through everything again and he then said he would pass me onto one of the team leaders, whilst on this conversation Jordan called at 14.52 from the Yorkshire distribution centre asking for payment for 2 doors. I asked him if they could be on my doorstep for Thursday, he said it would take 3 to 5 working days so I terminated the conversation. I spoke to Clive again and he said a team leader would contact me as soon as possible.
Ian from Peterbourgh call centre called me back at 15.00ish to once again go through all the details, the only way he could see an end to the situation was for us to go to Nottingham in person to collect 2 doors and Ian would arrange for reimbursement of the fuel, which I had suggested on the Saturday to Kyle, would I be prepared to do this? I replied I would have to make arrangements and ring him back. As I needed the doors for the weekend to complete the kitchen fitment I had no option but to agree. I made contact with Ian to confirm the arrangements. Ian informed me that someone would call that afternoon or as soon as possible to arrange for a credit of £50 to cover the fuel and a small inconvenience gesture. I had a call that afternoon, true to Ians word and a credit was arranged.
After a 9-hour day at work I collected my wife and we drove to Nottingham store. On our arrival we went to collections point and explained we had come to collect two doors, JoJo said she had been looking after them all day and we had to pay for them as arranged by Ian at Peterborough call centre.
Why did I have to go through all this at our expense on the phone, a copy of the fees for the phone costs will be forwarded to you in due course, doing all the chasing for unkept promises? My wife and I did the entire running around due to the incompetence of the Leeds store in particular Kyle, who promised the earth and gave great expectations and delivered nothing but misery and heartache.
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