I have been trying to use the proper channels to retrieve answers to my questions and r...

GetHuman-mikeandh's customer service issue with Ikea from September 2018

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The issue in GetHuman-mikeandh's own words
I have been trying to use the proper channels to retrieve answers to my questions and resolve a delivery problem over the past two weeks* however, the automated system and phone representatives have not been helpful. Maybe you can help.**I ordered the EKTORP *-seat sectional couch (Article Number: ***.***.**) over one month ago. It shipped from IKEA on **** for an original delivery date of ***. The delivery company, XPOLogistics, had not received any merchandise until ***, one week past the original delivery date. Delivery was rescheduled for today, ***** however, according to XPO, part of the order is still missing from the IKEA warehouse, so they won't deliver. Below is a detailed log of all of my correspondence with IKEA and XPOLogistics. **Call Log for Order **********, ordered on ******* and shipped from IKEA on ********* * ****** - Original delivery date, *am-*pm* no delivery* IKEA provided XPOLogistics phone ** * ****** - XPOLogistics said there is no record of arrival yet* call back Friday, ***, if no one has contacted yet* * ****** - XPO said there is still no record of arrival* IKEA said “delivery company didn’t pick up” and provided a shipping number of ************ as well as the IKEA Resolutions Department number* XPO said they would do a “dock search” which could take **-** hours and call back Wednesday, ****, if no one has contacted yet.* * ****** - XPO said item has arrived and to reschedule delivery (earliest Tuesday)* IKEA checked with Lacey from XPO who said the order is actually delayed because only part of the order arrived* XPO will call to reschedule delivery when the rest of the order comes in* IKEA rep transferred me to Resolutions Department, which gave an “we are unable to take your call message” and hung up* XPO said they would reach out to the “hub” to check on delivery date availability...oh, “we can get you in tomorrow!” XPO will call tonight with the *-hour window (no one called)* * ****** - XPO sent an email at *:**am about a delay, so I called to confirm this (“You were scheduled for today but now it’s delayed. Someone will reach out when ready. Sorry”).* * ******* - XPO rep said she’d “talk to dispatch” and then hung up after ** minutes of on hold. I called back. XPO rep said delivery for tomorrow looks good and that someone would call back tonight with the *-hour window (no one called).* * ******* - IKEA sent an email with an updated delivery date of today, ****, *am-*pm* XPO said no delivery because they are still waiting for part of the order from IKEA.**I'm not sure what is going on here. Where is the couch I paid for? IKEA is two weeks overdue on delivery. IKEA and XPOLogistics are giving me conflicting information. I've done my due diligence, and now it's time for IKEA to take full responsibility and hold up their end of the deal. My time is valuable, and over a thousand dollars is a lot of money for a teacher to spend on nothing but a waste of time with all these phone calls and no couch. Although I desperately need a new couch to replace my **-year-old ripped one, I am ready to cancel my order, get my money back, and shop somewhere else that won't be such a hassle. **Sincerely,*Hilarie Jennings****-***-****

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Ikea

Customer service issue
Reported by GetHuman-mikeandh
Sep 15th, 2018 - 3 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 7465 others
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GetHuman-mikeandh started working on this issue
Sep 15th, 2018 5:46pm