May 29, 2012

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!


- 4 comments by 1 or more people Not publicly viewable

  1. Hadi

    Hello Hariri,

    I go mad with such companies, acting like if they own the customer and have plenty of them, they just do not care. Try the name below, although I am not 100 % sure but I google it, will not loose by sending an email.

    Carole Reddish, Acting Country Manager
    carole.reddish@ikea.com
    Tel: 020 8233 2300

    Their UK country director is Martin Hansson

    Some says IKEA has a trend in email system of firstname.surname@ikea.com (try him as well)

    If the information is wrong then I will try to dig out more search … need a complaint letters just let me know … ;)

    Good luck but do not leave them

    29 May 2012, 16:02

  2. Hi Hadi,

    Thanks for your comment. I appreciate you getting me their contact information, I will go ahead and send the post link to them. I’ll comment again to update if anything happens ;).

    29 May 2012, 23:03

  3. Ruhamah

    guys i am having a hell of a bad time with IKEA just recently bought a three door wardrobe ASPELUND extremely poor in quality… i should have known better.
    everytime you move it something falls apart, as it is in my 5yr old daughter’s bedroom i decided to just get rid of it and buy something sturdier. i called customer services and they advised me of two options inspection or dismantling it and with my receipt taking it back to the store and as i am within my 90days return policy time it will be refunded. lo behold we dismantled the wardrobe took it back and ikea refused to refund or exchange…. i called customer services who totally agree with me but they really cannot do anything as it is the store’s discretion which i was never advised of to begin with. i have not got any room for keeping a dismantled wardrobe and Warrington store says they will dispose it off in 48hrs if i don’t collect it. customer service is powerless as they do not have a final say any way…
    i am absolutely disgusted and disdained in the way i have been treated but will definitely not give up.
    any advice is welcome.

    17 Aug 2012, 14:30

  4. Hi Ruhamah,

    I would first call customer service and ensure that there is a record for you calling with details of the issue. If possible, get a reference number. This will help prove that you were actually trying to get it returned before the 90 days return policy.

    Also, if I were you, I wouldn’t mind keeping it aside in my flat/home. I had to keep my stuff for a month.

    The next thing to do is contact IKEA. Following Hadi’s suggestion in the first comment, I was able to contact them and get a quick response within a week or so. Therefore, you should contact those and they should be able to help you!

    Lastly, if no one answers and you don’t get any help, you can certainly sue them for not honouring their 90 days return policy!

    Good luck!

    17 Aug 2012, 20:42


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