- Report: #1263300
Complaint Review: IKEA - Internet
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Author Confirmed
Why?
IKEA
Internet, USA
Web:
http://www.ikea.com/
Categories:
Business Rating:
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IKEA Delivery Option is Theft - Customer Service Abysmal Internet
I know, I know... I, like many of you, read negative reviews and think "well, that person must have had incredibly unreasonable expectations."
In this case- I am not one of those. I ordered furniture and paid for delivery. IKEA's delivery policy is 24 hours notice. Notice did come- at 4:00PM Monday for a 9:00AM - 12PM delivery on Tuesday. My work, unfortunately, does not come with the luxury of not showing up the very next morning because IKEA called.
After I received the failed delivery email on Tuesday morning, I called to reschedule. After 40 minutes on hold, I had to abandon the call to get back to work. Wednesday I called-- again, I had to abandon after 46 minutes. On Thursday, I had to abandon after 32 minutes. Finally, Friday evening, I called again, resolved, I finally got a representative after 56 minutes on hold. I understand that it is not this woman's fault-- but when i requested a refund of the $129 delivery fee (since i was going to pick up my items myself from the distribution center), I was told that "the delivery company followed protocol and that she could not refund that fee". I asked for a supervisor. After another 19 minutes on hold, I spoke with a gentleman who quickly informed me that "costs were incurred" and that the delivery fee would not be refunded under any circumstances. Costs involved? Really?? How about the 198 minutes (including the 5 minute call with this fellow) I spent on hold with IKEA to reschedule a delivery that they gave me 17 hours notice for?
I can honestly say that in my entire consumer history-- excepted only by the cross-country moving company I hired a few years ago, this was the most appalling customer service experience I have ever had. I will never spend another cent, second or thought on IKEA.
All of you out there-- buy from IKEA if you will.... but if you value your time-- I highly recommend you consider paying a little more for quality furniture elsewhere, because customer service/care from this organization does not exist.
