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“Disastrous Replacement Parts”

Written on: 12/03/2013

Visited the Milton Keynes Branch from Peterborough ( Ironically 3 Miles from Distribution Warehouse, still no shop as promised by Ikea when it was built ). Visited several times and decided on a Wardrobe. Went to order it in-store and was told some would be delivered from Milton Keynes, some from Peterborough...wasn't given an exact price but figured out of was going to cost a fortune to have bits delivered from 'Up The Road'.
Walked out of the shop disappointed. In fairness we had been stopped several times on the way out of store for post code and told no Ikea Shop was down to Peterborough Council refusing planning permission.
As we left store after attempting to order a Wardrobe we noticed an offer for free delivery for wardrobes as from the week after, so decided to come back.
Went back and ordered wardrobe, excellent help from shop assistant, even took us to where smaller items were to take home that day and to the till.
Ordered Saturday, got delivery on the Monday...that part Brilliant !
On splitting down the packs, the bigger, main part of the Wardrobe, the hanging space, we noticed damage to a side panel and a shelf.
I rang and was told they would be replaced, no problem....that is where the problems the mean time I rang to add back board to list of damaged items that needed replacing
Got let down, then only shelves arrived ( delivery driver showed me his delivery sheet, only had shelves on ).
I rang IKEA again and was told I would have side panel in one delivery and back board on another.

Several times compensation was brought up by Customer Services which is nice but at that point I had half a Wardrobe up and wouldn't have minded if I was still waiting on shelf not panels !
After be let down a few times and bear in mind sitting in 3 days,4 if you include waiting for a call back that didn't happen and 3 hours of hanging on the phone, you can understand my frustration at their lack of ability to move mountains to get my parts to me and stop me feeling so let down.
Moving into the 3rd week of waiting a Lady booked me a time slot on the Monday and said it would be your last day waiting.
As a precaution I rang to double check. I was donned off and told as far as we know your delivery is still out today but they gave me a direct number for delivery company...they told me I wasn't even down for delivery !
Again a long wait to speak to Customer Services. I was booked in for an 'available' Tuesday slot....about 7.20pm a missed call, so I rang it back to be told there was a problem and my Delivery wouldn't be happening, they didn't know why...after 2 & a Half weeks I finally lost my cool.
Am Sat waiting for another call back ( that may never happen ) to probably tell me they won't be delivered today either.....I keep getting asked when I'm next available...I said no more, I wasn't taken seriously, how often should your life be disrupted before it becomes unacceptable ???
I have paid for the Wardrobe up front but even on Finance would expect it to be sorted asap. I am asking a lot to be given the chance to complete my Wardrobe and give my clothes a home again ? Have I not given them enough time after all they keep promising days !
Would I use Ikea again ? Yes, but I'd be reluctant to have something delivered again. If it won't go in the car next time, it's not coming home with us....
Customer Services, not enough is done, telling a customer there is nothing you can do about it is not the answer they want to hear. Total breakdown in communication, with Customer, store pickers, delivery company and personally between them they couldn't organise a rather splendid do in a Brewery !!! You get the picture...I look forward to getting the parts some time in 2013 !

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