I ordered some cabinets on July ** and was told it would be delivered on Aug *. At the...
GetHuman-cocojohn's customer service issue with Ikea from August 2018
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The issue in GetHuman-cocojohn's own words
Find out why they were not delivered on the scheduled date, and when they WOULD be delivered. ... I ordered some cabinets on July ** and was told it would be delivered on Aug *. At the end of the day on Aug *, I called to ask where my order was and the delivery service didn't know. She transferred my call to the IKEA customer service line which announced an ** min wait time. I tried emailing IKEA customer service, but the email would not submit. Next day, I went to the local IKEA store, and the good people there spent an hour trying to get information about the package. They gave me a Chicago number to call if I didn't get a call back by the end of the day. I called that number the next morning and was told I needed to contact the local delivery depot. I called twice and left a message and no one called me back. I called the Chicago office again and he sent an email (copying me) to the local delivery office asking them to contact me about the status of my delivery. No response. Next day, I emailed the Chicago office and was told to contact IKEA about placing a new order, as this one apparently was lost. Now I need to be sure I am credited for the lost order so that I can order again.
This has been going on for FIVE days and I have not been able to find out what has happened or when I can expect to get my cabinets.
I just want the cabinets I ordered. I want to get my basement family room finished.
I bought a *** sq ft kitchen from them two years ago, and I shop there quite often. The store employees are so helpful and great, but this simple act of getting cabinets delivered has been extremely trying. The delivery company has no customer service training, and it is unconscionable to ask IKEA customers to wait ** minutes for a rep to answer the phone. Obviously, your call center management team does not have a good plan for dealing with issues that customers have. You need to rethink this process. The products you make are so well designed and made, but your operations do not match the efficiency of the products.
Well, calling customer service was not worth an ** minute wait, sending an email was futile, going to the local IKEA store at least gave me a phone number to call the delivery company, where I got another number to call the local delivery office and an email to contact them, but they never bothered to answer my requests for information. If the local delivery company had told me back on Day * that my package was lost, I could have moved forward, but the only information I got was that the package was there somewhere, and it would be located. Subsequent calls proved futile.
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How GetHuman-cocojohn fixed the problem
After waiting an hour, I finally got someone at Customer Support. She gave me a credit and said once it was cleared (** days) they would send a new order. I asked if I could go to the local store and just pick up the order and she said that would probably be faster. When I reordered the exact same items, the cost was $*** more than my original order, because there had been a price increase on Aug * (I ordered July ** and replaced the order on Aug **). The manager of the kitchen dept said to just go to the returns desk and show them my original receipt from my online order and the in-store receipt and tell them I should get a $*** credit for the difference. I did that and the woman at the return desk said she couldn't issue a credit for an online order. Fighting back tears of frustration and anger, I just decided NONE of this is worth this sort of upset. I will eat the $*** -- lesson learned. No more IKEA.
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