IKEA…You Fail at Customer's service…
To start of, I usually put the URL when I talk about something. In this case, I am not even going to put any links to IKEA's website so that they don't benefit from any visitors and search engine ranking.
Long Story Short
I bought a large desk. The desk was delivered damaged. I called IKEA over 3 weeks to replace it, every time they say we will send someone, they give me a date and no one comes. After that I decided to return the item, before the return period runs out. They say OK, we respect that and we will send someone. Of course, they give me a date, no one shows up. I call, they give me another date and no one calls or show up and the story goes on and on and on. The last appointment they gave me was last Saturday. No one called or showed up...
There is clearly a pattern here and they could go about doing this for quite sometime...I am not willing to try how long it will take them though! although someone else with more free time and a since of humour might have found it to be a good way to test how bad their customer service is.
Waste of Time
I am really annoyed by how much time I've wasted chasing them, when a one call should have been sufficient. Clearly, they don't care about customer's time. Imagine yourself chasing a company for almost 2 months and every time you call you are put into a queue and you wait to get someone to answer and once someone answers, you spend sometime explaining the problem, waiting for the employee to check the records, wait for him to explain how sorry they are and that they are going to fix this for me.
Lack of Trust !
Needless to say after hearing the phrase "Sorry for the inconvenience" and "We will sort this out" over and over again, I lost both trust and hope in IKEA. Hence, writing this post. Apparently some companies have used these words for too long that they have forgotten what they mean.
Can you help?
Since I am an international student, I am trying to understand what steps could be taken. Obviously I want my money back! and also, I want the damaged items taken from my apartment.
After 2 months of calls and live chats, I know I gave IKEA more than enough time. Now I am done waiting, I want to follow possible legal or other actions that can be taken to resolve this issue once and for all. I can't waste more time chasing them!
Therefore, if you read this post and you have any experience with companies not wanting or bothering to honor their return policy for any reason and you have took an action to resolve that, I would really appreciate your input. I know about the legal advisors at the university's Students Union and I am just not free this week to check with them and I thought some visitors might be able to help!
Oh...One more thing!
How would you feel if you experienced something like this? Please let me know in the comments!