IKEA CASE ************I am writing this email to make a formal complaint on the way I w...
GetHuman-toddbrue's customer service issue with Ikea from March 2019
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The issue in GetHuman-toddbrue's own words
IKEA CASE ************I am writing this email to make a formal complaint on the way I was treated by your Customer Support Manager, Damian last evening March *th between the hours of *-*pm. I have never been treated so condescendingly and rudely by someone in customer service. He made it clear that Ikea does not care about their customers and could not have acted more apathetic towards me. I can not stress enough for you to listen to the conversation that occurred between myself and him last evening (Monday March *th starting at *:**pm). I have never felt more bullied and upset by someone that is responsible for dealing with customers. Through his tone and word useage tried to insinuate that I was lying and not entitled to what was promised to me by other memebers of the customer service staff. I even asked him for the name of his manager and he refused to give me that information for privacy reasons. Asking him to put the resolution in writing he refused and hung up on me....*****In order to explain the reason for my call lasts night, let me fill you in on the back story. **I promised a delivery and * times the deliveries no showed and twice without calling and the *rd time at *:**pm*****On Saturday February *nd I ordered a chair to be delivered. It was delivered on Monday, February *th. I put the chair together and unfortunately the last ***** was not threaded and could not be secured. I called the number and after being on hold for close to an hour I was told that I needed to send a video and photos proving that this ***** could not be threaded and someone would be In touch with in ** hours. I was assigned case number *******. He sent me an email while I was on the phone with him as requested.*****On February *th I called back and waited for an hour on hold and spoke with customer service representative Tack. He confirmed the video and photos and organized for the correct piece to be sent out to be delivered February **th between *am and *pm with no smaller time gap. He sent me an email while I was on the phone with him as requested. I paid someone to sit at my house $***. *****The delivery never came. *****That evening I called back and after being on hold for close to an hour I spoke to (I believe Cheryl) she said let me speak with the delivery people and see what happened. I got disconnected and waited for a callback and one did not come back. I called back and waited on hold for close to another hour...the person that I spoke with said that the first person should have called me back. In any case she apologized...offered me a $*** gift card for my inconvenience and rescheduled the delivery for Thursday February **th and the case number was changed for whatever reason. I asked the Customer service representative to send me an email while I was on the phone she said unfortunately she couldnt but could send a text (you have a screenshot of this in your files) *****Thursday, February **th the delivery never came with no phone call....this was the *nd time...*****I had paid someone $*** to sit at my house. I called after waiting on hold for almost an hour I spoke to a customer service representative Tack. She once again could not figure out what had happened and apologized and said for my troubles Ikea was going to refund $*** back into my account and set up for the armrest to be delivered on Saturday February **th between *am-*pm...I asked for this to confirmation to be sent while I was on the phone so I had this in writing. Tack happily complied.**Subsequently my partner had the opportunity to work overtime that Saturday but he turned it down as he had to wait for the delivery. *****At *:**pm Saturday I received a phone call from the warehouse saying that the armrest just came into the warehouse and would not be dispatched that day....THIS WAS THE THIRD TIME.....**I was transferred to a manager COCO who was very helpful arranged for the fourth time to be delivered the following Tuesday (It was finally delivered) I asked for compensation as this whole exercise had cost us a lot of money in having to pay someone to be at our house waiting, as well as turning down extra work. Coco gave me the choice of being refunded the money ($***) or I could have a $*** gift card in lieu of the refund and IN ADDITION to the $*** gift card.*****The $*** gift card arrived and I waited a couple o f weeks for the $*** gift card (although someone had told me on one of the phone calls that it had already been dispatched.) *****I had spoken with the CTTT advise and they advise to cal lone more time and try and find a resolution...so I did..... **I called last night, Monday, March *th at *:**pm waited on hold. I was put through to Cheryl and she said she is not authorised to give me anymore money as I received the $*** gift card. I was frustrated and she asked me not to raise my voice which I lowered my voice. I asked to speak to a manager (this is all on the recording) and she told me that there was no manager there that evening. After I pushed she finally consented and this is when I spoke to Damien. *****He was not happy that I was requesting the $*** gift card that I was told I would be getting. I sent him a screenshot that I thought clearly showed that I was told I would receive. He was condescending and pushing on rude. At one point he tried to bulldoze me said “I will not be sending out another gift card to you this evening.” I asked him for some identification and he said my first name is sufficient I wont give you my employee ID or last name, I am the only 'Damien” with this name. I tried to explain my situation but became very flustered as he was so condescending and made me feel that I was lying the whole time. When I finally sent him an email from Coco he said he would send me the gift card. I asked him to apologize for his demeanor which he refused and said something like its not his fault that another manager had not done their job properly and put the correspondance in the folder (is this my fault) *****I asked him several times to send me an email with the case number and resolution while I was on the phone and explained every other time this had been done. He blatantly refused and said he was too busy as he was a manager but he would do it. We went back and forth for a few minutes. He finall said that he was ending the call and hung up on me (I was in shock)...I did receive an email at *:**pm that consisted of * sentences that would have taken * minute to compose and send. *****I woke up this morning thinking about this situation and would love foe someone higher up than Damian to listen to this phone call and call me to discuss. I have never been treated like this from a customer service representative in my life. This has gone way past the $*** gift card....*****Kind regards*****Todd Bruell******-***-***
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Reported by GetHuman-toddbrue
Mar 5th, 2019 - 2 years ago
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