Feb ****Online Order * ************Delivery date Feb *****Order total $*,***.****Feb...
GetHuman634121's customer service issue with Ikea from April 2018
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The issue in GetHuman634121's own words
Feb ****Online Order * ************Delivery date Feb *****Order total $*,***.****Feb *****Called IKEA because received delivery of five items (* inner cushions, * cushion covers, and slipcover) but no SOFA***Received new order * ********* and new delivery date for sofa of Mar ****Mar *****Received call from IKEA who was on the phone with the delivery dispatcher that the truck could not go down our street due to axle signage* I went to find the drivers and correct this error, but they had already left* were told we would need to reschedule our delivery when they could bring a different truck***New delivery date set for Mar *****Issues*o*Organized child care for delivery so we could put the sofa together*o*The truck had been down the road the last time (Feb **) so the argument was illogical* also, this has not been an issue for any other trucks* also, the sign talked about a weight limit, not an axle limit*o*Spent over *** MINUTES on the phone with IKEA trying to resolve**Mar ** ***Delivery company never called* we called IKEA to find to find that delivery company could not find the sofa at the warehouse and was not going to be delivering that day***Attempted to cancel order and be refunded* only received $*** refund because we had the slipcovers (which remain UNUSABLE without the sofa)* asked for free return shipping labels to be sent so that we could return the remaining items without being sent to the store***Issues*o*If we had not reached out proactively, no one would have reached out to us to let us know it was not found and not going to be delivered*o*We ALMOST cancelled our plans that day to be home for the delivery but have learned not to trust IKEA and XPO so we went forward with it, hoping we’d make it back in time*o*Spent another *** minutes on the phone and given poor customer service***Told that because we had an outstanding gift card as a “we’re sorry” from IKEA, they could not do anything else to make this situation better * despite having messed up A THIRD TIME*Apr *****Against all wisdom, we placed a new order for this sofa (Order * *********)***Delivery date set for Thu, Apr ****Apr *****Called IKEA at **:**am to confirm when shipment was expect to arrive as had not gotten specific * hour window from delivery company beforehand* found out the driver had tried calling but had the wrong number (why did they not follow up with IKEA and have someone contact us???)* was told their window was from *-*pm, but the IKEA representative noted that was soon and seemed unlikely, so she put me on hold again, get back with XPO, and found out that they would be arriving closer to *pm***Also, I asked about the return tags we were supposed to have been sent for the not-yet-refunded items * the representative said the prior representative had not completed that order so nothing was sent* this representative said she would send them via email right then ** I still have not received them***At *:**, when no order had arrived, I called again, waited on hold ** minutes, to wait again on hold while the representative called XPO* apparently they were running significantly behind and I should expect a *pm delivery***I tried calling around *pm and *:**pm but was cut off on my *** minute hold times because my baby needed me***By *pm, I had given up and went to bed – no word from IKEA***Issues*o*Spent *** minutes of phone calls with IKEA – while holding my sick, sleeping baby*o*Delayed nap time in order to not miss delivery window*o*Skipped taking an outside walk based on updated delivery timing*o*Delivery tags still not received*Apr ** ***Received email saying “Your order was delivered.” Bull ****.**OVERALL GRIEVANCES***We’ve received NO proactive communication from IKEA regarding any of these issues***Each time we’ve had an issue or a suspicion of one, we’ve had to wait on hold an average of ** minutes just to speak with someone***Every time we’ve received a “resolution” thus far (refunding us, sending us shipping labels, etc.), we have found out later it was not resolved and needed to call again, wait again on hold, and still be left stuck***We’ve changed around our schedule four full days worth, impacting time with friends and family, and even adjusting it despite having a sick baby because we’re trying to get this resolved* again, any time something goes wrong (which has been every time so far), we know we’re looking at a minimum of ** minutes on the phone, waiting*YET TO BE RESOLVED***No sofa has been delivered***We are owed a minimum of $***.** and either the sofa ASAP or a refund***Having spent *** minutes (at least) on calls with IKEA to resolve their errors (equals * hours)* my hourly rate is $****hr so we are owed an additional $*,*** for the time spent to correct all these mistakes
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