My order number is *********. I went to the store on Thursday the **th of July. I picke...
GetHuman912739's customer service issue with Ikea from July 2018
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The issue in GetHuman912739's own words
My order number is *********. I went to the store on Thursday the **th of July. I picked out a couch and was told it would definitely be delivered on Sunday the **th of July. I was told I would receive a call on the **th with a four hour time frame. I did not receive the call. I did however, receive an email confirming that my delivery had arrived at the delivery company (XPO Logistics) and was ready to be brought to me. On Sunday at **:** I called in to ask what time the couch would be arriving. I was told it would definitely be there by *:** at the latest. It did not come at *:**. I called again at *:** and the agent said she was unable to get in contact with the delivery driver, but it should be there very soon. I called three more times that night and got the same answer. At *:**, I called and was informed that XPO logistics was closed, and all of the delivery drivers were in for the night. I was told I should call back the next day. I did. I was put on hold for thirty minutes, and was told the same thing. I asked to speak to a supervisor. I was put on hold for another thirty minutes. Finally, I got in touch with a supervisor, Jai. I was informed that the couch actually hadn't arrived at the delivery company until *:** on Sunday night, so I had been lied to by five different employees. Jai then told me that because it wasn't delivered on the day I rescheduled, I had to reschedule the delivery with Ikea (although I wouldn't have known this unless I had called.) I was put on hold with Ikea for two hours. Finally, I rescheduled a delivery date with Ikea. The customer service representative told me it would definitely be delivered that Thursday, the **th. I asked for a refund for delivery. She told me she would file a case, and I should receive an email about it by Friday. On Wednesday I called XPO logistics to make sure the couch was definitely going to be delivered the next day. They said actually, it would not, and I would have to reschedule my delivery. I asked why nobody called me to tell me this. I did not receive any comprehensible answer to that. I asked to speak to a supervisor. I was told there were no supervisors. I asked again to speak to a supervisor. I was put in touch with a man named Joel, who rescheduled my delivery for Tuesday the **th of July. He swore to me that I would receive a call on Monday with a four hour time frame for delivery. I did not. I called on Monday night and was told that four hour time frames were not given for this type of delivery. I'm not even sure at this point if I was being lied to by multiple people or if Ikea was just so disorganized and irresponsible that nobody even knew the rules. I was told my couch had been assigned a delivery driver and was ready to be shipped out on Tuesday. Today is Tuesday the **th. I checked the status of the delivery. It said "*******: shipment not delivered as scheduled." It's now *:**, two hours into the delivery timeframe I was given. I have been on hold with customer service at XPO for an hour. At this point, I would be surprised if I ever even got this couch. I have expended tremendous amounts of time, energy, and emotion on this that I should not have had to. I am requesting a refund in full for this couch to compensate the three days of work I've missed waiting for it to arrive.
GetHuman912739 did not yet indicate what Ikea should do to make this right.
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