Not impressed by customer service

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johnmcgeechan's review of Ikea


“Not impressed by customer service”

Written on: 09/04/2013 by johnmcgeechan (1 review written)

I have bought a kitchen from IKEA but to be honest would not use them again.

They have an excellent online planning tool, which I used to plan my kitchen, we went in to do the final details in store. Not easy for us as we had a 2 hour drive to the nearest store.

The trouble began when we had to work with customer services. Depending on who you spoke to either they had no trace of the order or no trace of the payment.

It took us a week of trying to navigate their appaling customer help line and waiting on the end of the phone for 30 minutes each time. I literally rang them about a dozen times. Each time a different person, each time they wer enot clear what was happening, and this was just to try and get a delivery date and pay for the order ! (yes turns out we hadn't paid at all, when they took all of the details)

We started to get a really bad feeling, if we couldn't even ge through to someone to PAY for the kitchen what chance did we have if something went wrong ? We started thinking about alternatives and I contacted TESCO kitchens as it looked like it was going to be quicker to start the whole process again rather than wait for IKEA to pull their finger out.

Eventually I did speak to someone and the payment was confirmed and teh delivery agreed.

After all that stress the kitchen did arrive on time.

I have subsequently found out that some of the under cabint lights we ordered require extra fittings ! I don't blame IKEA for that, however what I do blame them for is that athough you can order them online and they are delivered by parcelforce it still takes a week to deliver them ? What self-respecting company has a week turnaround for an order of small items in this day an age.

In future I will stick with a local company.

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