August *, *****Dear Ikea *I became a devoted fan of Ikea after living in Germany for...

GetHuman-sondrawi's customer service issue with Ikea from August 2018

Help with my Ikea issue
The issue in GetHuman-sondrawi's own words
August *, *****Dear Ikea *I became a devoted fan of Ikea after living in Germany for * years. When my home and income was downsized Ikea was the natural place for me to find a sofa that was functional, good quality and affordable. Unfortunately, I was unaware of the terrible experience that ordering this product from Ikea would create. *My order was placed on July **. **** with an arranged delivery from *am to * pm on July **. See attached.*On July **, **** I received an e-mail confirming the delivery of my items to the shipping facility and a re-confirmation of my delivery for July **. I was very pleased with this news- also attached.*On July **st my daughter took the daytime waiting shift and I came home to no delivery. An e-mail had been sent to me by the shipping company a little after * in the afternoon indicating that my delivery would not be taking place. Third attachment.*The next day I called the shipping company who explained that they did not have access to Ikea’s information so they had no idea how long the delay would be. This is also the first time that my phone number was checked and corrected in the system.*My decision to cancel the order came after a ** hours of contemplating- then the real problems began. Below you will see a summary of my call log and the results of these calls ****: *:**pm ** minutes On hold. No one ever answered. I was sure they would but then hung up because I was hoping to get a different line. * **:**pm * minute- the call center was closed. This is when I used the online contact information to try to resolve the issue. I still have received NO response. ****: **:**am ** minutes. My information was taken- phone number fixed again and I was placed on hold to speak with the representative who could approve the refund. My lunch ended before this was completed so I had to hang up. * My patient didn’t arrive so I tried calling ** times with no success getting a connection to the call center. Five more attempts after *:** with no success getting a connection,* *:** My information was taken- phone number fixed again and I was placed on hold to speak with the representative who could approve the refund. This call was dropped by my carrier.* Two more attempts to get a connection then * *:** I explained my situation again, fixed the phone number AGAIN and instead of being put on hold this person named Cindy on the west coast suggested that since all of the information indicated my items were at the shipping location she could attempt to arrange a Sunday delivery. I was thrilled and was told to call back the next day to get a time frame. Cindy also explained that a * hour wait was not unheard of and I should just hang on if that happened again.* ***: *:** four attempts to get a connection * **:** * hour ** minutes I spoke with someone fixed my phone number again then put me on hold again then after waiting my call was dropped AGAIN* *:** pm three attempts without a connection* *:** pm * hour ** minutes .The same conversation took place, My phone number was still incorrect in the system BUT thankfully my refund was granted. *It appears that I am to consider myself lucky because my shipping charges are also going to be refunded. My case number is ********. *Ikea has had my money for almost one month and now I continue to wait for my refund so that I can stop sitting on lawn furniture in my living room. **Whatever is going on with Ikea’s shipping customer service needs to be changed quickly. People who live far from an Ikea store are in an unimaginable situation when they make purchases- I know I never would have dreamed that this would occur. *Please refund $***.** to my account immediately and consider an appropriate way to make amends to a very disappointed and vocal customer. I am spreading the word and hope that your company hears. **Sincerely, *Sondra Willis*Customer since ****
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Customer service issue
Reported by GetHuman-sondrawi
Aug 13th, 2018 - 7 mons ago
I have an issue with Ikea too
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GetHuman-sondrawi started working on this issue
Aug 13th, 2018 2:01am
GetHuman-sondrawi indicated the issue is not fixed yet.
Aug 14th, 2018 10:12pm