I ordered items from IKEA on April 21, 2020 online that was supposed to be delivered on May 27, 2020. Not only was the item never delivered, I did not receive any status updates or a tracking number (as promised). I attempted to contact IKEA and they do not answer their phones, the stores are shut down; there is no way to email them or contact them in any way. So, I tried to cancel the order online and received a bold, red message that I would still be charged for delivery!! (even though I never received the item).
IKEA had five (5) weeks to contractually perform as promised. They accepted my payment and I expected delivery of the item I paid for as promised. I did not agree to pay for a service (delivery) that I did not receive. This experience has ruined the goodwill of IKEA with me. As a result, I will never do business with IKEA again. In fact, it's as if they are out of business anyway.
On April 4th, I placed an order # 384962499 for (2) Hemnes 8-drawer dressers in the amount of $597. Included in that total cost, IKEA charged a $99 delivery fee. The lead time was about a month and the delivery date was May 1st. Weeks passed by and there was absolutely no email or phone communication from IKEA with tracking information, updated delivery date, nothing. I understand a lot of online retailers are citing logistical issues due to COVID-19.
I have ordered furniture from many online retailers such as Wayfair, Amazon, Best Buy, Home Depot and Overstock. I recently moved into a new home. Furthermore, those companies have provided timely tracking from their carriers (Amazon Logistics, USPS, UPS, etc.) All of these deliveries showed up early or on time. I tried calling IKEA on their customer service line only to get hung up on with no live agent. They offer no email options except to cancel orders. I have used social media such as Twitter and Facebook with no success.
Finally, at 9:26pm on May 1st, I received an email from IKEA stating that they shipped my dressers via XPO Logistics. The email stated my delivery window was 5/1/20 and here it is 9pm on 5/1?!? There is no tracking number to track the item through XPO Logistics. This is very unorthodox. I received a second email last night for customer feedback. I will be completing that today. I received a third email this morning stating that my new delivery date is 5/4/20 and that once the order is ready for delivery, I will receive a delivery window for Monday.
It is Saturday, 5/2! I tried calling the IKEA customer service line and finally spoke to an operator. She informed me that my dressers were delivered according to her system. I told her they did not. She put me on a brief hold, then I get transferred into an automated customer survey and was hung up on. I am now dialed back into the customer service line after being booted 3 more times earlier. IKEA has an automated robo message that punts calls and hangs up citing high call volumes. I spoke to a second live representative. Told me to hold while she called XPO Logistics and I got hung up again and asked to complete a survey. She gave me the XPO contact number and said my order is in NJ. She denied giving me a refund on shipping.
I want a full shipping refund for this nightmare of an order and overall experience. IKEA doesn't deliver on time, evades all communication and cannot give a straight answer on where my items are located. Clearly, IKEA is not capable of handling online orders during COVID-19 and should cease all operations until the stay at home orders are lifted. I have utilized curbside pickup at Best Buy and Home Depot. They have their operations together and the infrastructure to handle orders. Please feel free to reach out to me via email or phone with any questions. I will be filing several complaints through various channels until I get resolution. I've read hundreds of similar consumer complaints on social media and these are egregious, capricious and unethical business practices. IKEA has been lackadaisical with communication, organization and resolution.
The order that I placed on 5 April was not delivered to me, even after 10 business days. The claim of delivery of ikea within 10 business days is not correct. The firm has not given confidence in recent years. This year, they are making excuses for corona epidemic and going out of staff. In this way, both people become unemployed and we customers become victims.
We ordered a set of Kitchen cabinets during Ikea's Kitchen sale. We used their online "planning tool" by entering in all of the measurements from our kitchen into the tool, picking out the cabinets we wanted and making sure that they fit. Working with the tool took a couple of days but we finally got everything looking the way we wanted and placed the order on the afternoon of April 5. They promised delivery approximately 3 weeks later.
The next morning I did some double checking using the actual measurments of the cabinets from the Ikea webpage and realized that they would not fit. I needed the next smaller size for the cabinets on the top row. I called them up and assumed we could easily make the changes.
I was told that to make the changes that we would have to cancel the innitial order and then place a second order. This seemed OK. The second order would be less expensive than the first order and I thought that we would be getting some money credited back to our card at that time. However I was told that this is not how it works. The entire second order would be charged to our card and then in "5 to 10 business days" the first order would be refunded. I was told if we did not do this we would not be able to get the kitchen sale discount.
I guess if we had that much more money to spend this might have been an option, but the first order came to $4555 and we were not able to charge a second amount for almost that much to our credit card before getting our refund. So we had to cancel the order and realized we would just have to wait a few months for their next kitchen sale and reorder at that time.
After 2 weeks we checked with our credit card company and Ikea had not refunded our credit card. After three weeks they still had not refunded our credit card. I called and after half an hour on hold I was told that their refund department was "a little behind schedule" but not to worry. After four weeks... still no refund. Another call... another half hour on hold. I was again told not to worry they were "just a little behind schedule"... 5 weeks... still no refund. But this time I spent over an hour on the phone being transfered around and was told that our refund was being "expedited" by a manager and that we should hear back from them in approximately 3 days because they do not save credit card numbers and would need it at that time to issue the refund. At 6 weeks we still had not heard back from them. I made another call... I was told that our refund was "red listed" and I was again told we should be hearing back from them in approximately 3 days.
So now we are about up to the deadline to dispute the charge with our credit card company which is what we assume that we will have to do. We are not sure how that will turn out, but we are totally disgusted. We have spent a lot of hours on this. We will never shop at Ikea again.
I ordered three furnature items and they have confirmed twice in two weeks a delivery window of 4 hours on Saturday but never show up .. I feel that I am being totally screwed. I am now into 12 hours waiting for the! and calling them with no resolution. What a rip-off. DO NOT BUY FROM THESE JERKS.
Purchased Morgongava latex mattress 05/20/2015, which was reprecented to 100% Latex 85% natural 15% synthetic. We had layed on the mattress many times prior to purchase and it seemed to be what we were looking for. An environmental friendy mattress, that would last longer than 5 years, and was comfortable. It also helped that IKEA claims to have a 25 year warranty. We had been told by an over the phone representative that the mattress would be roll packed, which is was not.
We managed to get it home on top of my car, which in itself was a bad time. We got the mattress home it it smelled like a barn, which I thought was stange but it was described to have wool wadding. The mattress was extremely hard unlike the store model but was told that it would soften up with use. So we bought a topper in the mean time and it was fine for a little while. My spouse stated having shoulder issues with the topper and the smell didn't go away.
Starting 05/20/16 contacted IKEA regarding the smell, they said take it back for inspection so you can return. After the ordeal getting it here my husnad wasn't happy about renting a truck and hauling a mattress back to see what they would say. I noticed on the label it stated that the mattress was not 100% latex 85/15 but 87% latex and 13% wool, hense the smell.
Contacted IKEA again regarding the stange makeup of the mattress and never got an answer of why it was made that way. Just that it is under warranty and to take it back. At this point we had gotten a new topper and kept it covered so really the smell was out of our thoughts, since still after several emails got no info regarding the latex/wool issue.
We ended up deciding to get a new bed in April 2016, which started more issues with our bed. The slats for the bed has about 1.5 inched between them and the mattress would start to sink into the slates we woke up in pain trying various ways to fix the issue. Finally we went back to the store and they suggested using there slats, which worked fine again for a little while.
This summer August 2017, our second topper was losing it's usefullness so we decided to take it off and sleep on the mattress. What a mistake I couldn't sleep at all, after 2 years still like a rock. Went to IKEA 09/21/2017 to see if the warranty we thought we had could finally resolve the issue of this mattress, we felt it is probably a manufactures issue or distribution issue. We were told there are no issues with there latex mattresses and that I should have returned in 90 days. The warranty doesn't apply and they wouldn't even look at the mattress.
I worked at IKEA for a short time and there customer service practices are sketchy at best. We didn,t return right after purchase because we thought since the mattress was latex it would take some time to soften up. Especially since we thought what we bought was the same as the floor model. Which I checked the label, it was 100% latex.
Extremelly disappointed with Ikea. I purchased several items 40 days ago, delivery is delayed almost 3 weeks. They schedule the delivery and told me that they would call me 30 minutes ahead. I took a day off at work and never got a call. I tried to reach them twice, left voice messages and they never returned my calls. I chatted with customer service on facebook message, it took them 2 hours to contact the delivery company which told them that they called me at noon and tried to delivery at 12:30. My husband got a call from a restricted number at 12:03, phone rang twice and stopped and he could never call back because no number was shown! And he was at home at 12:30 and never heard anyone knocking the door! What I can tell is that I was scammed and now they want to charge me extra $50 to reschedule the delivery! Who is going to pay for the day I lost at work? I cancelled the order and they said that will take up to 10 business days to give my money back! Today I tried to contact them again in order to solve the issue, waited on the line for 32 minutes and gave up! Customer Service is just pathetic, company is disrespectful, and I have seen so many other reports telling very bad things about this awful company! Cannot be trusted at all!
I Ordered a table which arrives with two wrong legs. After calling and complaining, they said they would expedite the legs in 5-7 business days (which I thought was absurd since it was their fault for sending the wrong legs so the least they could do was get it delivered faster). Ok, on the 8th business day, nothing! And not a word also, no email or call giving us any type is status on the delivery. I called again and guess what? They said the same thing! Would take another 5-7 business days...that is...if the parts were in stock. They couldn't even check to see if they were actually in stock, because as the customer service manager mentioned very politely (not) - they don't have access to stock information! So now what? Wait for MAYBE 5-7 more business days and hope it arrives??? This is so ridiculous, how can a company this big not be able to resolve such a basic issue and not be able to have a decent customer service department? I'm so extremely upset!!!
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.
IKEA.com Reviews
I ordered items from IKEA on April 21, 2020 online that was supposed to be delivered on May 27, 2020. Not only was the item never delivered, I did not receive any status updates or a tracking number (as promised). I attempted to contact IKEA and they do not answer their phones, the stores are shut down; there is no way to email them or contact them in any way. So, I tried to cancel the order online and received a bold, red message that I would still be charged for delivery!! (even though I never received the item).
IKEA had five (5) weeks to contractually perform as promised. They accepted my payment and I expected delivery of the item I paid for as promised. I did not agree to pay for a service (delivery) that I did not receive. This experience has ruined the goodwill of IKEA with me. As a result, I will never do business with IKEA again. In fact, it's as if they are out of business anyway.
To Whom It May Concern:
On April 4th, I placed an order # 384962499 for (2) Hemnes 8-drawer dressers in the amount of $597. Included in that total cost, IKEA charged a $99 delivery fee. The lead time was about a month and the delivery date was May 1st. Weeks passed by and there was absolutely no email or phone communication from IKEA with tracking information, updated delivery date, nothing. I understand a lot of online retailers are citing logistical issues due to COVID-19.
I have ordered furniture from many online retailers such as Wayfair, Amazon, Best Buy, Home Depot and Overstock. I recently moved into a new home. Furthermore, those companies have provided timely tracking from their carriers (Amazon Logistics, USPS, UPS, etc.) All of these deliveries showed up early or on time. I tried calling IKEA on their customer service line only to get hung up on with no live agent. They offer no email options except to cancel orders. I have used social media such as Twitter and Facebook with no success.
Finally, at 9:26pm on May 1st, I received an email from IKEA stating that they shipped my dressers via XPO Logistics. The email stated my delivery window was 5/1/20 and here it is 9pm on 5/1?!? There is no tracking number to track the item through XPO Logistics. This is very unorthodox. I received a second email last night for customer feedback. I will be completing that today. I received a third email this morning stating that my new delivery date is 5/4/20 and that once the order is ready for delivery, I will receive a delivery window for Monday.
It is Saturday, 5/2! I tried calling the IKEA customer service line and finally spoke to an operator. She informed me that my dressers were delivered according to her system. I told her they did not. She put me on a brief hold, then I get transferred into an automated customer survey and was hung up on. I am now dialed back into the customer service line after being booted 3 more times earlier. IKEA has an automated robo message that punts calls and hangs up citing high call volumes. I spoke to a second live representative. Told me to hold while she called XPO Logistics and I got hung up again and asked to complete a survey. She gave me the XPO contact number and said my order is in NJ. She denied giving me a refund on shipping.
I want a full shipping refund for this nightmare of an order and overall experience. IKEA doesn't deliver on time, evades all communication and cannot give a straight answer on where my items are located. Clearly, IKEA is not capable of handling online orders during COVID-19 and should cease all operations until the stay at home orders are lifted. I have utilized curbside pickup at Best Buy and Home Depot. They have their operations together and the infrastructure to handle orders. Please feel free to reach out to me via email or phone with any questions. I will be filing several complaints through various channels until I get resolution. I've read hundreds of similar consumer complaints on social media and these are egregious, capricious and unethical business practices. IKEA has been lackadaisical with communication, organization and resolution.
Regards,
David F. Crow
The order that I placed on 5 April was not delivered to me, even after 10 business days. The claim of delivery of ikea within 10 business days is not correct. The firm has not given confidence in recent years. This year, they are making excuses for corona epidemic and going out of staff. In this way, both people become unemployed and we customers become victims.
We ordered a set of Kitchen cabinets during Ikea's Kitchen sale. We used their online "planning tool" by entering in all of the measurements from our kitchen into the tool, picking out the cabinets we wanted and making sure that they fit. Working with the tool took a couple of days but we finally got everything looking the way we wanted and placed the order on the afternoon of April 5. They promised delivery approximately 3 weeks later.
The next morning I did some double checking using the actual measurments of the cabinets from the Ikea webpage and realized that they would not fit. I needed the next smaller size for the cabinets on the top row. I called them up and assumed we could easily make the changes.
I was told that to make the changes that we would have to cancel the innitial order and then place a second order. This seemed OK. The second order would be less expensive than the first order and I thought that we would be getting some money credited back to our card at that time. However I was told that this is not how it works. The entire second order would be charged to our card and then in "5 to 10 business days" the first order would be refunded. I was told if we did not do this we would not be able to get the kitchen sale discount.
I guess if we had that much more money to spend this might have been an option, but the first order came to $4555 and we were not able to charge a second amount for almost that much to our credit card before getting our refund. So we had to cancel the order and realized we would just have to wait a few months for their next kitchen sale and reorder at that time.
After 2 weeks we checked with our credit card company and Ikea had not refunded our credit card. After three weeks they still had not refunded our credit card. I called and after half an hour on hold I was told that their refund department was "a little behind schedule" but not to worry. After four weeks... still no refund. Another call... another half hour on hold. I was again told not to worry they were "just a little behind schedule"... 5 weeks... still no refund. But this time I spent over an hour on the phone being transfered around and was told that our refund was being "expedited" by a manager and that we should hear back from them in approximately 3 days because they do not save credit card numbers and would need it at that time to issue the refund. At 6 weeks we still had not heard back from them. I made another call... I was told that our refund was "red listed" and I was again told we should be hearing back from them in approximately 3 days.
So now we are about up to the deadline to dispute the charge with our credit card company which is what we assume that we will have to do. We are not sure how that will turn out, but we are totally disgusted. We have spent a lot of hours on this. We will never shop at Ikea again.
I ordered three furnature items and they have confirmed twice in two weeks a delivery window of 4 hours on Saturday but never show up .. I feel that I am being totally screwed. I am now into 12 hours waiting for the! and calling them with no resolution. What a rip-off. DO NOT BUY FROM THESE JERKS.
Purchased Morgongava latex mattress 05/20/2015, which was reprecented to 100% Latex 85% natural 15% synthetic. We had layed on the mattress many times prior to purchase and it seemed to be what we were looking for. An environmental friendy mattress, that would last longer than 5 years, and was comfortable. It also helped that IKEA claims to have a 25 year warranty. We had been told by an over the phone representative that the mattress would be roll packed, which is was not.
We managed to get it home on top of my car, which in itself was a bad time. We got the mattress home it it smelled like a barn, which I thought was stange but it was described to have wool wadding. The mattress was extremely hard unlike the store model but was told that it would soften up with use. So we bought a topper in the mean time and it was fine for a little while. My spouse stated having shoulder issues with the topper and the smell didn't go away.
Starting 05/20/16 contacted IKEA regarding the smell, they said take it back for inspection so you can return. After the ordeal getting it here my husnad wasn't happy about renting a truck and hauling a mattress back to see what they would say. I noticed on the label it stated that the mattress was not 100% latex 85/15 but 87% latex and 13% wool, hense the smell.
Contacted IKEA again regarding the stange makeup of the mattress and never got an answer of why it was made that way. Just that it is under warranty and to take it back. At this point we had gotten a new topper and kept it covered so really the smell was out of our thoughts, since still after several emails got no info regarding the latex/wool issue.
We ended up deciding to get a new bed in April 2016, which started more issues with our bed. The slats for the bed has about 1.5 inched between them and the mattress would start to sink into the slates we woke up in pain trying various ways to fix the issue. Finally we went back to the store and they suggested using there slats, which worked fine again for a little while.
This summer August 2017, our second topper was losing it's usefullness so we decided to take it off and sleep on the mattress. What a mistake I couldn't sleep at all, after 2 years still like a rock. Went to IKEA 09/21/2017 to see if the warranty we thought we had could finally resolve the issue of this mattress, we felt it is probably a manufactures issue or distribution issue. We were told there are no issues with there latex mattresses and that I should have returned in 90 days. The warranty doesn't apply and they wouldn't even look at the mattress.
I worked at IKEA for a short time and there customer service practices are sketchy at best. We didn,t return right after purchase because we thought since the mattress was latex it would take some time to soften up. Especially since we thought what we bought was the same as the floor model. Which I checked the label, it was 100% latex.
Extremelly disappointed with Ikea. I purchased several items 40 days ago, delivery is delayed almost 3 weeks. They schedule the delivery and told me that they would call me 30 minutes ahead. I took a day off at work and never got a call. I tried to reach them twice, left voice messages and they never returned my calls. I chatted with customer service on facebook message, it took them 2 hours to contact the delivery company which told them that they called me at noon and tried to delivery at 12:30. My husband got a call from a restricted number at 12:03, phone rang twice and stopped and he could never call back because no number was shown! And he was at home at 12:30 and never heard anyone knocking the door! What I can tell is that I was scammed and now they want to charge me extra $50 to reschedule the delivery! Who is going to pay for the day I lost at work? I cancelled the order and they said that will take up to 10 business days to give my money back! Today I tried to contact them again in order to solve the issue, waited on the line for 32 minutes and gave up! Customer Service is just pathetic, company is disrespectful, and I have seen so many other reports telling very bad things about this awful company! Cannot be trusted at all!
I Ordered a table which arrives with two wrong legs. After calling and complaining, they said they would expedite the legs in 5-7 business days (which I thought was absurd since it was their fault for sending the wrong legs so the least they could do was get it delivered faster). Ok, on the 8th business day, nothing! And not a word also, no email or call giving us any type is status on the delivery. I called again and guess what? They said the same thing! Would take another 5-7 business days...that is...if the parts were in stock. They couldn't even check to see if they were actually in stock, because as the customer service manager mentioned very politely (not) - they don't have access to stock information! So now what? Wait for MAYBE 5-7 more business days and hope it arrives??? This is so ridiculous, how can a company this big not be able to resolve such a basic issue and not be able to have a decent customer service department? I'm so extremely upset!!!
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.