9 reviews for IKEA are not recommended

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John A.

North Carolina

1 review

0 helpful votes

Horrible Experience

July 7, 2020

I used to(past tense) love IKEA(but had never made a large purchase there before), so this pains me to write that they have miserably failed at even the slightest attempt at customer service.

Where do I start on my hours and days of wasted time with "customer service" games?

We started with a purchase of a couch and a few other items. When we got the couch the parts didn't fit exactly as they should and so a major part of the frame ended up being compromised as the sliding nob/notch that slides in literally split through the layered wood inner parts of the frame.

I took pictures called IKEA had a hard time getting them(but not big deal). I ended up sending them pics to IKEA and they said they would send the whole couch minus the covers due to the fact that the parts were all interconnected at that point of the main frame and that was what they decided was needed(which made sense to me). The delivery was for a month plus, I think a month and a half due to COVID. I get it, was gracious. Well, the time goes by and they send me part of a couch. I start unpacking in hopes that maybe it was somehow all in there, but it was not.

At this point I decide to call them before assuming I am to pull the wedged part out from the inside of the layers of wood. I didn't know what level of force I should do this or not do this at, and they had told me previously that they would be sending me a whole new couch and I wanted to just confirm that I was not to have more parts as well before starting.

I call and get nothing, literally nothing. I have had messages that say we have too many calls at this time so sorry. I then call back and at this point get a waiting time, yay! I wait and get someone to help, they say I am not sure I what you should do after I ask them whether I should try it or not, and whether or not I was supposed to have all the parts of the couch arrive. They put me on hold to pass me on to the customer service manager. As I am waiting there for them they hang up on me. I call back and have to wait again for someone and then I get someone and tell them everything again and they put me on hold and I told them I got hung up and I think that they automatically hang up if you are on there for so long. Once again I am hung on again after so long of waiting to talk to the Customer Service manager or department. Then I, SIGH, call again and wait to get someone and this time I tell them again what has happened(Mind you somehow I am polite the whole entire time to everyone who keeps saying they will pass me on and then hang up on me).

This time the young lady checks back every 5 minutes or so since I told her I think at like 20 minutes or so they automatically hang up on you as you wait. She was very kind(I know that this is a system set up by IKEA to not get customers resolved to avoid making things right that cost them money- this is not the regular employees doing any of this on purpose- at least not with the lower level employees).

So I finally get passed on to the people I need to talk to, and once again I am very polite even though I know IKEA as a company is trying to avoid and dodge me in every way, even the most obvious ones.

I then hear that they do not want me to try to pull the couch apart and that they made a mistake by sending me only part of the couch. They were to send me all the couch parts. She said in a day or two I will get a message about the other couch parts that are suppose to come to me (in another month or so). Mind you the one box we do have is about 8ft tall, about 3 wide, and about 2.5 deep. Remember that IKEA markets to people with smaller spaces so we had to keep this mega box in our house until when we thought the other box would arrive(don't hold your breath- here's the spoiler, it never showed up!). So my wife who is LATE IN PREGNANCY HAS TO HAVE THIS HUGE COUCH BOX IN OUR HOUSE DURING THIS WHOLE TIME AS WE WAIT FOR... DRUM ROLL... THE EMAIL AND/OR CALL THAT WE WERE SUPPOSE TO RECEIVE FROM THEIR TEAM WITHIN A DAY OR 2. THAT NEVER HAPPENED, and we got busy and thought I need to make a review to see if maybe they will notice then. But before I do I get a call from a delivery company about a package that is suppose arrive within a many hour window on a certain day. This was just to notify us that it would be delivered on this day during this huge time window. Well, my wife was there the whole long time window and still they never arrived and never even called to let us know that they weren't coming.

Then my wife calls and gets the famous we have too many calls and sorry message. After that she gets through but just to wait, and it ended up taking so long she had to go.

This is an absolute Customer Service disgrace on every single level. Now our newborn baby is here and we have a mega box here in our smaller home and all the parts to our couch still haven't arrived.

Thanks IKEA for changing my mind on who I thought I used to love and letting me see another side. We have made many purchases with IKEA, and now our first large purchase with IKEA, which we will not be doing again, was a complete flop.