I purchased a kitchen at Ikea for around $**,*** during their **% sale. I had numerous...

GetHuman1671378's customer service issue with Ikea from December 2018

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The issue in GetHuman1671378's own words
I purchased a kitchen at Ikea for around $**,*** during their **% sale. I had numerous problems during the purchasing process but was able to complete the transaction. One of the things I was told by a couple of sales people was I could pick up the order in stages since I live in a small apartment and do not have space to store everything. When I tried to pick up some of the items I was told I could not so I ended up sending the following to Ikea Support:** I am new to Ikea and went there to buy some cabinets to make a cupboard. I was impressed with he quality of the cabinets and the prices. They had signs saying you could get up to **% off if you by a complete kitchen. I have been thinking of remodeling my kitchen and decided the **% was a good reason to do it now. The problem was I only had a week to buy in order to get the **%. So I spent pretty much the whole week designing the kitchen and getting permission to do it from my Strata.**The Customer service started out good and the first hick up was sort of a bate and switch. The **% off is not a discount but gift cards you get based on what you spend. So I was not going to do it but the sales person said they could do the order in two prices and I could use the gift cards to pay for the second order and I would end up with no gift card and get **% off both orders.**So the first problem was every time I would work on the design in the store they would keep changing sales people about every hour. I started getting conflicting information. So over the course of three days I was able to confirm with the original sales person that I could get the full discount on two orders and use the gift card to pay for part of the order.**On the last day of the sale it was getting close to the store closing so they offered top let me come back the next day to complete the order. I live in Whistler and it is a * hour drive each way to the store but I was ok with it.**When I came in the next day I was able to get the original sales person and we started the order process. After about a *** hour she told me she had to go and someone else would complete the order. SO before she left I once again confirmed I was going to be able to use the gift cards to pay for the order. The new person came in continued the order and after it was almost done she told me I could not use the gift cards for the order at all. I explained what I was told and she said that did not matter because it cannot be done. So I said ok I was not going to buy the kitchen. At this point I was upset having spent all my free time for a week o then be told what I was previously told was incorrect.**At this point they started offering me different alternatives but none of them were what I wanted but so I was going to cancel. Finally they said ok we will let you make two orders and pay for the second with the gift cards from the first but then the gift cards from the second can not be used until later. At this point I said ok and we proceeded to continue the order. By the time the order was done hey switched sales people on me * more times because each sales person had to leave before the order was completed. This caused more delays because we would go through another round of the new sales person not understanding what had been done before and not understanding the deal that they made me.**Finally the order was finished but then I was told that I had to buy everything today but had to either take things with me today or have them delivered. I could not pay today and pick stuff up the next day. I was told earlier I could but once again the story was changing. At this point I had been in the store over * hours and I just wanted to get things done so I agreed to have the bulk of the order delivered. At this point I discovered the next delivery to Whistler was in almost three months! So I finished the deal and picked up what I could fit in the car.**The next day I was able to find someone who could help me pickup the stuff that was to be delivered and I called Customer Service to ask if I could change the delivery to a pick up. They said no problem bring your receipts to the store and you can pick up whatever you want from the order. I said great that is what I wanted to do all along. So I said can I set up that I will pick up a list of items the next day and they said no need to set it up just go to the store.**Having been told one thing several times only to find out that it was not true later I did not want to make a * hour round trip to the store unless I could confirm that I could pick up some of the items. The Customer Service person said they would contact the store and give me the name of someone to see when I arrived. After waiting on hold they came back and said that would not work and they would need to do is cancel the order and give me a credit and I could go to the store and buy what I could pick up. I was going to go ahead and do that but when I asked I discovered I would loose my **% discount in the process.**So I ether have to wait almost three months r pay and extra $**** for the items if I did not want to wait another three months!!!!**I know this sounds unbelievable but it seems everyone you talk to at Ikea has a different story on how things work and the only way to buy from them reliably is to either take the stuff with you when you buy or wait for their next delivery availability.**If I had not spent so much time on this I would have just returned everything I picked up and cancelled the whole order. Plus who know what other problems I would have hit trying to do that.**It is to bad because their products seem really good and reasonably priced but the amount of hops I had to jump through and delays I am going to have to accept I would have never done this if I knew what was going to happen.**And to me it is deceptive to say they are giving you **% off and then hand you a bunch of gift cards after changing you full price. And guess what you pay PST and GST on ***% not **%!**I certainly won't be doing this again and I hope this long review saves someone else from falling into this trap! **I received the following response:**Hello William,**Thank you for contacting IKEA Canada and for taking the time to share your recent experience at our IKEA Coquitlam store and your kitchen order.**At IKEA, customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Such problems are not the norm at IKEA and even though our goal is to avoid them all together, from time to time isolated incidents may arise.**I would like to apologize for any inconvenience this situation has caused you. I understand that this is a difficult situation and I certainly understand your frustration.**Please note that I have shared your email with the appropriate department at our IKEA Coquitlam store and we will be taking extra measures to make sure that such errors don't happen again in the future.**To help you further in this matter, I have forwarded your message to our IKEA After Sales Customer Service department. One of our co-workers will contact you via telephone regarding case file S-********.**Should this be an urgent matter, please do not hesitate to contact the department directly at *-***-***-IKEA (****).**We are open from *am to midnight on weekdays, Saturday *am to **pm and Sunday *am to **pm EST.**I would like to thank you for your patience in the matter and please be assured that we will have a solution for you shortly.**I apologize again for any inconveniences you have experienced in the interim.**Best Regards,*Naomi*IKEA Canada Customer Service **I assumed the matter would get resolved and I went ahead and installed what I received so far.**I got a call several days later and was told I could not pick up any more items unless I cancelled my sale and repurchased everything and would loose the **% I got in gift cards.**I explained that was not acceptable and needed a different solution. They then said they might be able to let me pick up the entire order but I explained that it was ** cubic meters of stuff which I was unable to get picked up and I would still have the storage issue. I asked if they could let me pick up the cabinets and I would wait for the delivery of the appliances in February. I have a friend with a van and I am assuming I could fit the cabinets in my car and my friends van. They said they would check and call me back. That was about a week ago and I have not heard back. I sent another email to Ikea Support on Friday and have not received an email.**What I want is for Ikea to let me pick up the cabinets the week of December ** and deliver the rest of the stuff when they originally scheduled in February. I have allready paid for everything in full about two weeks ago.
Allowing me to pick up the cabinets without loosing my **% gift cards.
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Ikea

Customer service issue
Reported by GetHuman1671378
Dec 2nd, 2018 - 6 mons ago
I have an issue with Ikea too
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GetHuman1671378 started working on this issue
Dec 2nd, 2018 1:26am