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.
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Ikea

Customer service issue
Reported by GetHuman912739
Jul 24th, 2018 - 10 mons ago
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GetHuman912739 started working on this issue
Jul 24th, 2018 6:04pm