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IKEA US LLC

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Phone: (610) 834-0180 420 Alan Wood Road, Conshohocken, PA 19428 View Additional Email Addresses View Additional Web Addresses


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for IKEA US LLC include:

  • 734 complaint(s) filed against business
  • Length of time business has taken to respond to complaint(s)

Factors that raised the rating for IKEA US LLC include:

  • Length of time business has been operating
  • Response to 734 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

734 complaints closed with BBB in last 3 years | 386 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 30
Billing/Collection Issues 25
Delivery Issues 176
Guarantee/Warranty Issues 15
Problems with Product/Service 488
Total Closed Complaints 734

Customer Reviews Summary Read customer reviews

16 Customer Reviews on IKEA US LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 15
Total Customer Reviews 16

Additional Information

BBB file opened: October 01, 1985 Business started: 05/01/1985 Business started locally: 05/01/1985 Business incorporated 09/01/1999 in PA
Type of Entity

Corporation

Business Management
Mr. Mike Ward, President Ms. Barbara Conner, US Customer Relations Manager Ms. Dannielle Ellington, Contact Center Manager Ms. Keiry Martinez, Customer Service
Contact Information
Customer Contact: Ms. Barbara Conner, US Customer Relations Manager
Principal: Mr. Mike Ward, President
Business Category

Furniture - Retail


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10100 Baltimore Avenue

    College Park, MD 20740

  • THIS LOCATION IS NOT BBB ACCREDITED

    2206 South Columbus Blvd

    Philadelphia, PA 19148

  • THIS LOCATION IS NOT BBB ACCREDITED

    2901 Potomac Mills Circle

    Woodbridge, VA 22192

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 Alan Wood Road

    Conshohocken, PA 19428

  • THIS LOCATION IS NOT BBB ACCREDITED

    9930 Franklin Square Dr

    Baltimore, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    9930 Franklin Square Dr

    Nottingham, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    8352 Honeygo Blvd

    Nottingham, MD 21236

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 IKEA Way

    Stoughton, MA 02072

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 Sargent Dr

    New Haven, CT 06511

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Beard Street

    Brooklyn , NY 11231

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Broadway Mall

    Hicksville, NY 11801

  • THIS LOCATION IS NOT BBB ACCREDITED

    2001 Park Manor Blvd

    Pittsburgh, PA 15205

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Ikea Dr

    Westampton, NJ 08060

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 IKEA Drive

    Paramus, NJ 07652

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Ikea Dr
    Elizabeth Center

    Elizabeth, NJ 07201

  • 9500 Ikea Way

    West Chester, OH 45069

  • THIS LOCATION IS NOT BBB ACCREDITED

    441 16th St NW

    Atlanta, GA 30363

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 39

    Roswell, GA 30077

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 530993

    Atlanta, GA 30353

  • THIS LOCATION IS NOT BBB ACCREDITED

    8300 Ikea Blvd

    Charlotte, NC 28262

  • THIS LOCATION IS NOT BBB ACCREDITED

    151 NW 136th Ave

    Plantation, FL 33325

  • THIS LOCATION IS NOT BBB ACCREDITED

    1801 NW 117th Ave

    Miami, FL 33172

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    750 E Boughton Rd

    Bolingbrook, IL 60440

  • THIS LOCATION IS NOT BBB ACCREDITED

    750 E Boughton Rd

    Bolingbrook, IL 60440

  • THIS LOCATION IS NOT BBB ACCREDITED

    6000 Ikea Way

    Merriam, KS 66202

  • THIS LOCATION IS NOT BBB ACCREDITED

    4092 Eastgate Dr

    Orlando, FL 32839

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Ikea Way

    Saint Louis, MO 63110

  • 1 Ikea Way

    Saint Louis, MO 63110

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Ikea Way

    Round Rock, TX 78664

  • THIS LOCATION IS NOT BBB ACCREDITED

    7171 Ikea Dr

    Frisco, TX 75034

  • THIS LOCATION IS NOT BBB ACCREDITED

    9800 E Ikea Way

    Centennial, CO 80112

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    9800 E Ikea Way

    Centennial, CO 80112

  • THIS LOCATION IS NOT BBB ACCREDITED

    7810 Katy Freeway

    Houston, TX 77024

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    4400 Shellmound St

    Emeryville, CA 94608

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    4400 Shellmound St

    Emeryville, CA 94608

  • THIS LOCATION IS NOT BBB ACCREDITED

    2110 W Ikea Way

    Tempe, AZ 85284

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    1475 S Coast Dr

    Costa Mesa, CA 92626

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    2149 Fenton Pkwy

    San Diego, CA 92108

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    1700 E Bayshore Rd

    Palo Alto, CA 94303

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    20700 Avalon Blvd Ste 900

    Carson, CA 90746

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    600 N San Fernando Blvd

    Burbank, CA 91502

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    848 S Barranca Ave

    Covina, CA 91723

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    601 SW 41st St

    Renton, WA 98057

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    10280 NE Cascades Pkwy

    Portland, OR 97220

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/23/2016 Problems with Product/Service
7/19/2016 Delivery Issues
7/19/2016 Problems with Product/Service
7/16/2016 Advertising/Sales Issues
7/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a dresser which was suppose to be delivered and setup (paid for both delivery and setup service) the delivery man told me the unit was damaged and that he must leave it in my master bedroom... and that i would have to call IKEA to send a replacement... i have been trying to get in touch with IKEA for a week straight spend many hours on the phone and can't get anyone to pick up the phone...

Desired Settlement: I want the IKEA to deliver the dresser i ordered and set it up... also would like them to apologize for the issue... i spent over $700 for deliver and setup...

Business Response: Hello - please accept our apologies for the inconvenience we have caused.   The Woodbridge location has scheduled a delivery and assembly for Tuesday from 2-6.   thank you.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** ***********

7/8/2016 Problems with Product/Service | Complaint Details Unavailable
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4/18/2016 Problems with Product/Service
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3/28/2016 Problems with Product/Service | Complaint Details Unavailable
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3/19/2016 Delivery Issues
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3/4/2016 Delivery Issues | Complaint Details Unavailable
2/27/2016 Problems with Product/Service
2/27/2016 Delivery Issues | Complaint Details Unavailable
2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: have been on hold with IKEA today without actually speaking to an individual for 8 hours yesterday, and finally spoke to someone today after waiting an hour and a half, calling back on a different number, and pushing the 0 button until someone picked up. I tried to cancel my order #********* on Friday 2/28/14 and was told that it was cancelled. I went into the store to order what I wanted because I decided I wanted to order a mattress and take advantage of the cheaper in store price that I had seen at Ikea the night before. When I got to the store the price of the mattress had changed and was no longer cheaper than the online price. I decided not to order at the store. But a co-worker had told me to call and make sure that my order was cancelled because she had had issues with customers thinking their order was cancelled when it wasn't. I called the online order number back and I ran into the exact problem I was warned about. My order wasn't cancelled even though I had been told that it was. I told the representative that there were only two acceptable solutions to the problem: 1 - cancel the order and let me create a new order with all of the items I wanted 2 - send the order and let me create another order for the additional items, but waive the delivery charge on the second order. The first representative I spoke to was very condescending. She lied to me repeatedly and told me that there was no supervisor that I could speak to. Eventually she told me she would put me on hold and find someone. I spoke to several other people on that same call and they all told me that the item had been shipped, and I couldn't cancel or amend it. This was around 2PM. After jumping through hoops and having a terrible experience with the phone operators nothing was resolved. I was told that they would locate a copy of the call to see what the original representative had told me. They said that they would call me back later Friday night with the results. I never received a call. Later that night a received an email from Ikea saying that the order had shipped at 7PM, despite that fact that at 2PM I was told that the order was shipped and I therefore could not cancel it. I never received the call that Ikea had promised me telling me the resolution of my issues. On Sunday I received an email saying that the order would be delivered on Monday, and that the delivery company would call me with a 4 hour delivery window. On Monday at 12PM I still hadn't received a call to confirm the delivery window. I called the company and they informed me that the order had been cancelled. This brings me full circle to me waiting on hold on Monday and Tuesday for almost 10 hours total, just to hear that Ikea cancelled the order on Friday and I would be receiving a full refund.

Desired Settlement: i want a full refund.

Business Response: Hello - We apologize for any problems.  The consumer has been refunded his shipping charge and it should appear on a statement in 5-10 business days.

Consumer Response: **** ******** <*****************>
12:15 PM (28 minutes ago)

to me 
Hello ********,
       Ikea stated that to resolve the case they would refund the shipping amount to my credit card.  I have not received that refund.

Thank you,
**** Friedman

****

**** Friedman *****************

12:15 PM (28 minutes ago)
to me
 
 
 
 
Hello ********,
       Ikea stated that to resolve the case they would refund the shipping amount to my credit card.  I have not received that refund.
 
Thank you,
**** Friedman
 
 
 

2/22/2016 Delivery Issues | Complaint Details Unavailable
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2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mirror for delivery. Twice the item showed up broken. Ikea refuses to issue my refund for the product. On June 9th 2015 my girlfriend and I purchased multiple items and also paid for delivery service from Ikea Emeryville. When the items showed up on June 10th, the mirror my girlfriend purchased was cracked. I called to request an exchange, and was told I had to drive to the store and speak with a manager. The store is in a completely different city, about 30 minutes away where I would have to spend my gas money, take time from my work, and pay for toll to get to, which is a horrible way to treat customers for something that is not my fault. I refused to do so and finally was told they would send me a new one and pick up the defective product. My claim # was: **********. I waited around until June 21st (11 days later) before the second mirror was delivered. This mirror was cracked as well so I refused to accept the product and had both mirrors shipped back with the courier. I called Ikea customer service again and told them what happened, they told me that someone would contact me in 24-48 hours (June 23rd at the latest) to resolve the issue. After 3 days of no calls, I called Ikea again. They told me that my claim was processed incorrectly and would have to call me back in another 24 to 48 hours. This sort of communication went on multiple times for multiple days, until one customer service rep told me I had to drive to Emeryville to speak with a manager. There was no way I was going to spend more time, gas money, and pay for toll to go argue with a manager in a completely different city from where I live. Ikea should have issued a refund onto the same credit card that was used for purchase, instead of making me wait around while no one from their customer service calls me. I spoke with around 6 customer service representatives and every time I was told that the previous rep inputted the information incorrectly and I would receive a call from someone else. No one ever reached out to me; I also had to call them back after "call-back" time frame had passed. After waiting almost one month, on July 5th I called Ikea customer service again to figure out what was going on. I was told that the Emeryville location hadn't received the mirrors back yet so I had to keep waiting. I told her that it has been about two weeks since the second mirror was shipped back and I shouldn't have to wait for an error made by Ikea and their delivery service provider. I was told to wait until someone from the "resolution team" calls me back. I waited 5 days until July 10th before receiving a call. This time the representative told me I have 3 options: drive to the store to speak with a manager, have a gift card sent to my address, or have the refund issued directly to the credit card that was used for the purchase. Obviously I chose option 3 but I had to wait until my girlfriend gave me her card number. The customer service representative, Audrey ************ **** ****, told me I could call her back on that number when I got the credit card information. I called back around 5pm and left a voicemail telling her I had the information and to call me back. Today, July 11th, I called Audrey again after not hearing back from her. She told me that since I didn't call her back, she went ahead a decided to send me the gift card to my address. Obviously I was furious. I asked why she would do that without consulting me and she said it was my fault because I didn't call her back. I told her that she never gave me a deadline, never told me I had to call back within a certain amount of time, and certainly never told me that she would make the final decision of sending a gift card. She made this decision on her own without giving me any sort of warning or informing me this would happen. This is the worst customer service I have ever dealt with. It has been over a month since I purchased this product and I still have no mirror and no refund. I have spen

Desired Settlement: I want the credit card to be refunded the price of the mirror and sales tax.

Business Response: Customer received an IKEA gift card for the value of the mirror.   If a refund to the credit card is requested,  please visit the store location.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:
When I spoke to an IKEA customer service rep, they asked me if I wanted a gift card and I told them: No I wanted a full refund back to the credit card that was used to purchase. After another week, I spoke with another IKEA rep and was told that they already sent the gift card because I never gave them an answer, which was a lie. They told me I would have to return the gift card, but I never even received the gift card either! The lack of coordination and communication between the different customer service reps only added onto my frustration and terrible Customer service experience. All I wanted was a refund in the same form of payment that I made the purchase. They told me I had to drive to that exact store, which for me is A long drive from Daly City to Emeryville, while crossing the Bay Bridge and having to pay a toll on the way back. I should not have to spend my time, gas, and money to receive a refund when I already paid for delivery of this item. That's what the delivery charge is for, to have my items delivered to me in the same condition I purchased them. So far, I have still not received a refund, gift card, follow up call, or any sign of customer support since I filed this claim last year. I truly do not understand how a company can get away with taking a customers money and never giving them their product. This to me is theft, manipulation, false advertisement of delivery, and an awful way to conduct business. This is beyond unethical, this is illegal. 


Regards,
****** *******







Business Response: We are more than happy to resolve this.  It will require you to come back into our store location for resolution as we do require the credit card at this point to issue the refund. 

2/12/2016 Problems with Product/Service
2/12/2016 Delivery Issues
2/12/2016 Delivery Issues | Complaint Details Unavailable
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2/10/2016 Advertising/Sales Issues
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2/10/2016 Problems with Product/Service
2/10/2016 Delivery Issues
2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to order some items on Ikea.com on Friday, June 27th, but their website kept messing up when I went to checkout. I then tried again on Saturday, then Sunday, and then early Monday. Finally, on Monday, June 30th around 10:21am I was able to place an order online (Order # *********) for 8 IKEA ****** cases and 4 ****** LED Multi-Use lights to be delivered to me in Kentucky. However, after placing the order online it told me that someone in Customer Service would contact me within 24 hours in order to finalize my order as I wasn't asked to pay and it didn't give me an estimated delivery date at checkout. So, I waited 24 hours for someone at IKEA to call me to collect payment and set up delivery, but no one called after 24 hours, so I decided to call IKEA on Tuesday, July 1st. I waited in queue for 45 minutes before I was able to talk with someone. They told me that they were having a problem with Kentucky orders, but they would escalate the problem and someone would contact me shortly. It is now Wednesday, July 2nd and no one has contacted me, which is now 3 days after I placed my order on Monday, June 30th and 6 days after I first tried to place my order on Friday, June 27th (but kept getting error messages). I don't know what is going on with this company (as this is my first time purchasing from them), but I am VERY disappointed with the experience. It should not be this difficult to place an order on their website...or to get the problem resolved...or to collect payment from me and set up delivery. It has been very stressful and time consuming: (1) trying to place the order in the first place, (2) trying to get someone to call me, (3) trying to call someone at IKEA, (4) trying to have someone collect payment and set up delivery, and (5) trying to get this problem resolved with Kentucky since Friday.

Desired Settlement: For all of this hassle, I would first like it resolved promptly. Secondly, I would like some sort of discount off my order to make things right. This has been an absolute nightmare shopping experience thus far.

Business Response:

Hello,

We are sorry to hear of this customer's experience with IKEA Ecommerce.   I'm sure it was frustrating to not be able to place an order and then to not be able to get assistance when he contacted us. 

We are glad that the customer still wants to place his order.  We are having some technical issues with our system right now and are currently working out a solution.  One of our Ecommerce managers, Marcus, has attempted to contact the customer on 7/9.  Once Marcus and the customer are able to connect, we will gladly help him place his order.  Marcus can be reached at ###-###-####.

Thanks,

Adrienne H******

IKEA US Customer Relations

Consumer Response: Complaint: ********

I am rejecting this response because: I do not need to place an order. I never once stated that in my complaint. I placed my order almost 2 weeks ago on 6/30/2014, but was unable to pay for it. In the order confirmation I received I was told someone would contact me within 24 hours to take payment and set up delivery. Adrienne H***** is incorrect, as Marcus has not contacted me. NO ONE has and it has been almost 2 weeks since placing that order. I shouldn't be in charge of having to contact them every day or so with hold times always being around 1 hour before I even get to speak with someone that isn't even able to help me!! 

What makes things even worse is that the IN STOCK merchandise that I ordered on 6/30/2014 is now OUT OF STOCK and on backorder (all because this has taken 2 weeks for them to try to figure out). 
So, their response wasn't even a resolution. It was a misinterpretation of my initial complaint. I don't need to place an order. I placed it 2 weeks ago and I am still waiting to make payment and have delivery set up. So, to be clear, I expect a discount on the merchandise I have ordered as well as on the delivery fee. 
Regards,
**** *******








2/10/2016 Problems with Product/Service
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2/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I arrived at your store in East Palo Alto about 20 minutes before the retail store opened. I was going to wait for the retail warehouse to open to buy the item I was planning on buying but the area was cramped so I went to the showroom. ###After winding around I found my item on the showroom and went to find the exit. As I went back the way I came I found myself at the entrance with no way out. So I went to the exit and found that it was guarded by an employee who loudly and impolitely told people not to use the stairs. The people by the elevator waited for it but it never came. ###That's when my anxiety set in. If I were to tell the employee there I would need to inform all being hostage at that moment. She could also be rude and exacerbate my condition which was a scenario that when considered, exacerbated my condition. I looked for an emergency exit and there was none. ###When we were finally out I found I was in a maze again and had difficulty finding my way out further exacerbating my condition. ###There were no warnings that the showroom would contain no way out and that all who entered would be held hostage. I felt like I was in Aushuitz. ###I continue hours later to experience the anxiety which I feel will persist until the "Auschuitz" policy changes, you provide exits from the showroom including via the entrance, and or I recieve compensation. ### Product_Or_Service: auschuitz

Desired Settlement: DesiredSettlementID: Other (requires explanation) I'm asking for $3000 in survivor benefits, and $2000 for each of my future descendants.

Business Response: No action needed.

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Additional Notes

Complaint: This issue could be classified as a customer service issue, deliver issue, and refund issue all in one. I've spent over half my life working retail jobs and have never been so appalled by an experience to submit a complaint to the BBB, until now. On Saturday October 24th, I shopped at the IKEA store located in Emeryville, CA. While there, I spent nearly $2500 on new furniture for my apartment as well as the delivery fee. I scheduled my delivery for the following Saturday, October 31st, and was given a delivery window of 9:00AM - 1:00PM Pacific Time. The night prior to my delivery, I received both an email from employees at the IKEA Emeryville store confirming my delivery for the following day, as well as an automated confirmation call from their third party delivery company, Dynamex. On the morning of Saturday October 31st, I received not one, not two, but three further automated confirmation calls from the aforementioned delivery company. Two of those calls were updated my delivery window from 9:00AM - 1:00PM to 11:00AM - 3:00PM. No big deal. Three friends waited with me for 7 hours for this furniture to arrive so that we could build it all quickly. The furniture never arrived and I never received a call from IKEA or their contracted delivery company. I called the delivery company and was told that IKEA never routed my furniture for delivery that day. If that was the case, why did I receive an email from the store the night prior as well as four automated calls confirming my delivery? I was told I needed to contact the store, so I did. I left tow voicemails on the Emeryville store's customer service voicemail over the course of about 15 hours detailing the problem I wanted to have resolved. Nobody ever felt compelled to call me back to address the situation. The next morning, Sunday November 1st, I drove across the Bay to the Emeryville store so they would be forced to address the issue. It apparently easy for them to ignore emails and voicemails from a customer, so I thought showing up in-person would be best. After well over an hour in the store dealing with two different associates, I was refunded my delivery fee for the inconvenience and assured that my furniture would be delivered the following evening, Monday November 2nd, between 5:00PM - 9:00PM. So last night, myself and a friend once again waited at my apartment for the furniture I purchased well over a week ago to arrive. Around 8:00PM, I called the delivery company, Dynamex to determine the ETA for my delivery. During this call I was informed that when the delivery company (contracted by IKEA) showed up at the store to pick up my furniture for the delivery, they were told my merchandise was not there. Apparently nobody from IKEA or Dynamex felt it was necessary to inform their customer who was waiting (again) for a delivery that wasn't going to show up. We're now up to 11 hours of my time that's been wasted waiting for a delivery that was never going to show up. Unacceptable! So, I once again call IKEA's customer service line. I explain the situation and demand (rightfully so) that somebody fix this immediately. I've spent nearly $2500 in this store over a week ago, still don't have my furniture or an ETA as to when I might receive it. I'm told by the associate that she'll have her supervisor call me right back. I wait over an hour, no return phone call. I call the store AGAIN. This time I'm told that there's been a mistake and my furniture could now possible be rescheduled for delivery on Wednesday November 4th. Again, unacceptable! Why should I have to wait another two days for furniture that was already supposed to be delivered two days ago?!? At this point, I'm done with this store and refuse to wait for a third failed delivery. I have zero confidence that this store or their seemingly incompetent delivery company are capable of getting my furniture to me. All I want is a full refund and to take my business elsewhere. Seems like a reasonable request after all the inconvenience they've put me through, don't you think? Apparently that's too much to ask. I'm told by the store that I have to now wait until the incompetent delivery company, Dynamex, brings my furniture from a distribution center, back to the store. The furniture then has to be re-entered in to the store's inventory, and I have to make another trip there (across the Bay) in-person to receive a refund. UNACCEPTABLE!!! This store and delivery company have already failed not once, but twice to get the furniture I paid for over a week ago to my address. Now, I'm supposed to rely on them to get my furniture back to the store before I can receive a refund?!? They also tell me this process of getting the furniture back to the store will take a minimum of two days. Why on earth should a customer have to wait through all of this process to receive a refund for furniture that they've failed to deliver to me twice?!?!?!? How is that even legal??? All I want is a full refund for the furniture they failed to deliver to me so I can take my business elsewhere and never step foot into an IKEA store ever again. Given the complete disorganization I've experienced with this store and their contracted delivery company, I'm truly fearful that I'm going to get the runaround for weeks to come before I receive a refund. If I receive the refund at all. This is shameful. No consumer should have to deal with this.

Desired Settlement: I want a full refund immediately

Business Response:

Customer was issued the delivery fee on 11.1.2015 $99.00.  Please have customer advised when the refund on the merchandise was issued.  There may be a misspelling in her last name, as we have her under *****.

 

IKEA Case #********

 

Best Regards,

 

US Customer Relations Manager

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Additional Notes

Complaint: I have been on hold for 45 minutes (currently still on hold) to just talk to someone to get a refund because I had to get something re-delivered because it came in broken and I got half of the items I payed for and not another item. This is absurd. i want my money back. The order number is***-***-**** GIVE ME MY MONEY BACK!!! I can't even believe they are able to keep their doors open with their lack of respect for their customers.

Desired Settlement: I get the replacement mirror that was broken and I get the money back. I can't get the time I have wasted back with this terrible company.

Business Response: Ross, Keeli, Case #: ********
Resolved on 08.25.2015.  Customer received replacement mirror via FedEx tracking # *************** on 08.25.2015.
 
IKEA Case # ********
 
Best Regards,
 
Keiry M*******
US Customer Relations Manager
IKEA North America Services
420 Alan Wood Road, Conshohocken, PA 19428  USA
Tel: ***** *** **** option 2
E-mail: ***********************
Web: http://www.IKEA.com
 

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Additional Notes

Complaint: Made a purchase and a return. Return was delivered on September 16th by ******* Have not receive refund. Have spent over 3 hours on phone trying to take care of the issue. Have contacted corporate office twice, left message. Recording states that I will hear from them within 24 hours. It has been 48 hours and no response. Horrible CS. I just want my money.

Desired Settlement: I would like my full refund of $53.33.

Business Response: refund was issued to customer on 10/2

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Additional Notes

Complaint: I had purchased furniture from ikea on 6/30 to come home to find out that they had given me the wrong color dresser and that my hardware was missing from the headboard. I then called and was to have a call back within 48 hours. No call back. Then called again which they then proceeded to tell me that I should of never been told that but it would be the following Monday before anyone could call so I returned to the store a 2nd time on 7/4 to get all that right. Come home to build the headboard and again I'm missing parts. Called again 7/5 and was promised the part would be shipped and to my home by 7/7 no product. Call back again and get the run around and finally hung up on. I have had enough of these supposed "customer service" representitives that make it VERY apparent that they do NOT care for their customers. All I want is my missing part that should of never been missing in the first place and stop getting the run around! I am beyond frustrated at this point and just want to sleep in my bed. I have called to try and resolve this and obviously I need to take matters elsewhere because I'm getting no where with ikea. I have been told they are not even sure when they will have the part to ship to me nor have they attempted to calm me down. I will never step foot into another ikea as long as I live and have told my story to coworkers family and friends whom all feel the same as I do. This is beyond a doubt the worst shopping experience and customer service I have ever experienced in my life. If there is anything you can do please help I'm desperate! Thank you for your time and if you have any other questions please feel free to call me.

Desired Settlement: To get my part of the headboard I am missing so I can stop being stressed out! To have an apology from the store for the stress that has been caused.

Business Response:

Hello, We are sorry to hear of this customer's experience and can appreciate her frustration. The customer's part was sent on 7/8/15 and our Pittsburgh store provided a $25 gift card for the problems also on 7/8/15. Our Contact Center provided an additional $40 gift card to the customer on 7/9/15. We have no further communication documented from the customer at this time. We are assuming that this matter has been resolved.

Best Regards,

Adrienne H******

IKEA US Customer Relations

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 6, 2015 I purchased a set of dishes online. I was told that an approx. delivery would be by the 19th By the 23rd I called to see what was going on. I was told that it had been picked up by ***** and was given a ***** tracking number. I got online to ***** and plugged that number in and was given a message that my merchandise was still waiting on the dock. I contacted ***** to see what the hold up was and was told that they have never had the merchandise to begin with. So I call Ikea back to see what was going on. The young lady told me that it takes time to get orders out as they only have two warehouses. One on the East Coast and one on the West. She assured me that I would have my order by Wed. following week, and if I hadn't recieved it by then to call back. I called on the following Thursday and was told that the order would be here to my house today, (Thursday) and when I questioned this I told her that I had gone to *****.com just prior to calling them at Ikea and it said the package was still on the dock. This is when I was informed that they had done a re-order and that there was a new tracking number. The girl on my last phone conversation with Ikea never told me there was a mix up and just put in a new order. Makes me think they have dishonest business practices. I picked up my package today and low and behold my dishes are broken. So I call Ikea, (please note that every time you call Ikea you are put on a very long hold.), I asked for a supervisor. The young lady gave me a lot of grief over this and finally after making me even madder said she would get one. I was put on hold again for about 45 minutes before finally hanging up. How rude. Customer satisfaction is NOT a priority for this company. Shame.

Desired Settlement: I want someone, (preferably a supervisor or higher) to contact me.

Business Response:

Hello, We are sorry to hear of this customer's experience and can appreciate her frustration. The customer was refunded for her order in full on 7/19/2015. If the customer still needs assistance, she is welcome to email our Ecommerce department at ********************* This is a direct email address and will provide faster service then calling the main number.

Best Regards,

Adrienne H******

IKEA US Customer Relations

7/30/2015 Problems with Product/Service
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Additional Notes

Complaint: Ordered a bed June 5 2015. Was told to expect it June 18th. Received three parts in the mail June 17th, only one of which was correct. Called, call center was closed early. Called June 18th, reordered bed. Hold time spent that day was 2.5 hours, 2 of which were docked from my paycheck. Reordered the bed, was told to expect it the 29th at the soonest, would not rush ship or rush process it. Called the next week to check on status, was told it would arrive around the 30th as it hadn't been processed yet. They had lost my address. Canceled order on June 24th, was told I would get an email telling me when they would come pick up the ONE item that was correct. June 30 2015: today is the pick up, and I can't get a refund until they get the item. Was not told pick up would be today so now my refund will be even later. On the canceled part of the bed, refund has still yet to process. Entire time spent trying to email, trying to call and making attempts to get my order? Over 4.5 hours ON HOLD lost from my pay check because their hours are 7-5, that isn't even counting the time where I was actually speaking with someone. I work 5:30am to 4pm, talking and driving is SUUUUUPER illegal in Wa state, so can't call on drive home. I put in a credit dispute on the charge on my card, and now I'm told ikea will fight it because they "can't do anything until they get the item back" and I am SICK of being jerked around and treated like my time doesn't mean anything to them! I have lost hours from my check, spent a stupid amount of time on the phone and have actually gotten on prescription heartburn pills because dealing with this has been so stupid and stressful!

Desired Settlement: I want my money back RIGHT NOW and I want some sort of credit of AT LEAST $100 for my lost time on my paycheck.

Business Response: Hello, We are sorry to hear of this customer's experience and can appreciate their frustration. We have issued a full refund on 7/12/15. We are also sending the customer a $100 IKEA gift card as a good will gesture. It is our hope that the customer will give IKEA another chance. Best Regards, Adrienne H****** IKEA US Customer Relations

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Additional Notes

Complaint: On May 28, 2015 we purchased the Henmes Nightstands that were on sale for 20% off for IKEA Family Members. In our hurry to leave we did not present our card nor did the cashier asked for it. NO IKEA cashier ever asks if one has the family card and I believe they should since customers sometimes forget. Other stores with loyalty cards always ask. I feel IKEA takes advantage of people forgetting so they can pocket more money. We noticed the error when we got home but since we are over 40 minutes away from the store we were unable to return for a price adjustment until June 6. Unfortunately, on that day we were given false hope by the returns man that we dealt with because he initially said that we could get our price adjustment. When he didn't know how to do it, he called his supervisor who then told us we could not get it. I have called the 800 number who left a message with someone at the store (supposedly you can't contact the store directly) and no call back so far since Sunday, June 7. I called again and was told I should just wait for the phone call from the store. I don't feel like a "family" member of IKEA at all after this situation. Thank you. Product_Or_Service: Henmes Nightstand - Blue (Quanity 2)

Desired Settlement: DesiredSettlementID: Refund All we would like is a price adjustment/store credit/coupon or compensation equaling the amount of $40.

Business Response:

Hello,

We are sorry to hear of this customer's experience and can appreciate her frustration.

I emailed the customer on 7/10/15 to ask about the status of her issue.  She states she did receive her credit several days ago.  I am going to offer her a good will IKEA gift card for the wait time.

Best Regards,

Adrienne H******

IKEA US Customer Relations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ***

7/6/2015 Problems with Product/Service
6/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On May 4th I placed an order with ikea because I am moving to a new location on the weekend of may 23, 2015 and needed furniture. When I was ordering the furniture online it asked me to select my delivery date and allowed me to pick 5/25 which is memorial day. I selected 5/25/15 thinking it would be a good day to have furniture delivered as me and my significant other are both off from work and we could get the furniture the same weekend we move in. We received an order confirmation that listed 5/25 as the delivery day. Today May 22, 2015 I received a call from the delivery company stating, 5/25 is a holiday and they will not be delivering my furniture and I have to reschedule. I find this to be completely unacceptable as I planned my move around when the furniture will arrive. I called ikea and requested they refund my shipping charge which they did. I also asked if they could deliver my furniture Tuesday 5/26 in the evening since I have to work and I cant take a day off work to wait around for furniture, hence why I selected 5/25 when I ordered the furniture. Ikea responded by saying picking your own delivery window would cost $50 otherwise I have to wait until Saturday when to get my delivery. They refused to waive the $50 charge for specifying my delivery window.

Desired Settlement: My desired outcome is that they deliver my furniture in the evening during next week, or that I get a significant refund on the cost of my order. It is not my fault they misrepresented their shipping schedule and as a result, I do not think it appropriate that I have to pay $50 to specify my own delivery window when they were the ones that waited until friday afternoon on memorial day weekend to tell me they wont be delivering monday 5/25, when my order confirmation says they would and I had no prior warning they were going to do this.

Business Response: Hello, We are sorry to hear of this customer's experience and can appreciate their frustration. After our Ecommerce team reviewed the customers' issue, we see it has been resolved as they requested it. The customer has been refunded her delivery fee and the order was delivered on the day she requested, 05/26. If the customer has further concerns, they are welcome to contact our Ecommerce team directly at ###-###-####. Best Regards, Adrienne H****** IKEA US Customer Relations

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:  The delivery on 5/26 only included one part of the order.  Order #*********.  It was supposed to be 2 orders merged into 1.  Only one part of the order arrived.  We were forced to reschedule the second delivery order # ********* for 5/30, which we rescheduled for between 9 and 11am.  The delivery did not occur until between 4 and 8pm.  There are numerous phone calls on file about this.  Also, I am not a She.


Regards,

******** *******








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Additional Notes

Complaint: I placed an order for a Comforter on 4/22. Order number is *********. I have ALL my on-line orders shipped to my PO Box, and the Post Office sends me a notification to pick it up. I tracked the order (*** ** ******************) and it showed delivered with No Signature. I called *****. They stated they do no deliver to the post office and was given **** ****** ***. That is an order address that I have not lived at for years. & I do not have that address listed on my IKEA.com account. Only my PO Box. They did not have any notification stating they ship through ***** and no PO Box orders allowed. I called IKEA on 4/26 & spoke with Deon. He took my current address and advised the order will ship last week (Case Number ********). Then I received an email from James on 5/3 to verify my address again. I sent a reply back to the email as requested. As of today I have no product. Please help me.

Desired Settlement: My desired settlement is to have my product by Wednesday and my shipping charges refunded due to the inconvenience. If they are unable to do so, I need the entire transaction refunded ASAP.

Business Response: Hello, We are sorry to hear of this customer's experience and can appreciate their frustration. One of our senior-level customer service reps emailed the customer on 5/18/15, offering assistance. I will paste an excerpt from the email below. The customer is welcome to reply to the email or contact our Ecommerce department at ###-###-####. Best Regards, Adrienne H****** IKEA US Customer Relations Thank you for taking the time to contact us, we have received your case from our Corporate Relations department in reference to your most recent order. First and foremost on behalf of IKEA, I would like to apologize for any inconvenience this may have caused you. Here at IKEA, we strive to provide the best level of service, both before and after the sale. Clearly, we have missed the mark on this for you. We are currently looking into your case, we see at this point there was a replacement order set up and shipped out to the address listed below: *** ********* *** Richmond, VA ***** We show this order shipped on 05/11/15 at 2:09pm EST. According to ***** tracking number *************** the driver had met with some difficulty getting the package to your residents. Can you let us know if there is a security code or any other services that might have prevented the driver from completing this delivery? Please reply back at your earliest convenience so that we can work on getting this matter resolved for you as quickly as possible. Best regards, Michael G.

5/28/2015 Problems with Product/Service
5/25/2015 Problems with Product/Service
5/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently purchase a mattress from our local Ikea along with some other goods. When shopping for the mattress we were told that ALL mattress come with a love it or return policy. Well we very quickly discovered that their mattresses are of horrible quality and tried to return it. The store now says that they will not refund our purchase or even provide a gift card. They will only exchange for another mattress. The sales associate lied directly to us for the sake of making a purchase and then continued making the same claims to people shopping around us. I have attempted multiple times to resolve this directly with the merchant understanding that different associates may be aware of different things, however Ikea refuses to provide any resolution. Product_Or_Service: Mattress Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund Refund the mattress upon me returning it in the same condition which we purchased it, and honor what your floor sales team is telling people.The mattress amount is $649 and tax is $58.41. Requesting a total refund of $707.41

Consumer Response: From: *** ***** <********@*****.com>
Date: Thu, May 21, 2015 at 2:36 PM
Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: info@mybbb.org


i need this complaint cancelled as the I have reached resolution with the merchant.

Thank you,

*** *****
###-###-####

5/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 19, 2015, my wife, ******** ****, and I (along with our baby daughter) went to IKEA's Woodbridge location for the sole purpose of purchasing four of the Solvinden LED solar power pendant lamps for our patio. Once in the store, we found out that the Solvinden lamps were currently out of stock. Although we were disappointed, a customer service representative at the store informed us that once the lamps were back in stock, to just call the main IKEA U.S. number (###-###-####, connect to the Woodbridge location, and they would process the order then. Satisfied, we left the store (which is at least a 30-40 minute drive, without traffic, each way from our residence in Alexandria).Earlier this afternoon, on May 12, my wife did as the IKEA customer service representative instructed and called the Woodbridge location to see if the lamps were in stock yet. Once connected to the lighting department, she was told that while the lamps were currently still out of stock, they could not process the order anyways over the phone, and we would have to pick up the lamps in person. When my wife explained - to the contrary - that she had been informed by store staff that they would process the order over the phone given the inconvenience of the product being out of stock when we were physically at the store, the lighting department staff told my wife that she had been misinformed. A manager confirmed this position, and was unsympathetic when my wife mentioned that it would be a considerable inconvenience to drive all the way back to the store to pick up the lamps.

Desired Settlement: As originally promised by IKEA's Woodbridge staff in April, I would like to purchase four of the Solvinden LED solar-powered lamps over the phone. As noted above, I was not able to make this purchase in person because of IKEA's inventory issues, and it seems only appropriate that IKEA should stand by reassurances that their staff previously made. To deny our request in this way is clearly poor customer service. As a show of good faith, I will even offer to pay shipping costs for the lamps.

Consumer Response: ---------- Forwarded message ----------
From: BBB of Metro Washington DC <info@mybbb.org>
Date: Tue, May 19, 2015 at 9:41 AM
Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: *********@mybbb.org

---------- Forwarded message ----------
From: ******* **** <*************.com>
Date: Mon, May 18, 2015 at 10:35 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: "info@mybbb.org" <info@mybbb.org>


I would like to withdraw my complaint.  Issue has been resolved.

5/19/2015 Delivery Issues
5/18/2015 Problems with Product/Service
5/15/2015 Problems with Product/Service
5/14/2015 Problems with Product/Service
4/27/2015 Problems with Product/Service
4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see previous email correspondence. In essence, I received a slightly damaged item, asked for compensation for the damage, submitted the complaint twice and never received a response

Desired Settlement: recognition by business of its fault and compensation for sending damaged goods

4/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid for delivery and assembly of an IKEA closet. The assembly was not completed. I paid for picking and assembly of ********** on order #*********. The crew arrived yesterday and said they could not complete the order because of missing parts. I tried to call but sat on hold longer than I have time for, and have emailed several times, only to be told that I need to say what parts I am missing (and then another week goes by before another nonsensical response. This has happened twice now). I don't know what parts I'm missing. I *paid for assembly*. The crew couldn't complete the job saying they were missing parts and left half finished. They didn't leave assembly instructions. They said that someone from IKEA would contact me, but they never did. Right now the closet is incomplete and I have very large and heavy doors laying precariously against my wall within the vicinity of a 2-year old (and nowhere else to put them). I would like to get this resolved as quickly as possible. Email is the best way to contact me unless IKEA can provide me with a contact number where I do not need to wait on hold. In that event, my phone number is ************.

Desired Settlement: Someone needs to come to my house and finish this job that I paid good money to have done. This is just ridiculous.

Business Response:

To Whom It May Concern,

Service request has been completed on 11/5/14. 

Thanks,

Mary F**********

Customer Relations

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: The business sent the parts and scheduled to come out to finish the install, but never showed. I then rescheduled for the following week. They showed up today and discovered that there were more missing pieces. I left a voicemail for the IKEA today but haven't yet heard back.


Regards,
***** ****








Consumer Response: ***** **** ***************************
6:28 PM (17 hours ago)

to me 
Hi Guys, about two months ago, IKEA took care of the problem so I think we can make this claim as resolved now.

Thanks,
*****

--
***** ****
******* * *********
******* ********
***********************

4/17/2015 Problems with Product/Service
4/14/2015 Billing/Collection Issues
4/14/2015 Delivery Issues
4/10/2015 Problems with Product/Service
4/8/2015 Delivery Issues
3/27/2015 Problems with Product/Service
3/25/2015 Problems with Product/Service
3/23/2015 Delivery Issues
3/23/2015 Problems with Product/Service
3/20/2015 Problems with Product/Service
3/17/2015 Billing/Collection Issues
3/16/2015 Problems with Product/Service
3/12/2015 Problems with Product/Service
3/5/2015 Problems with Product/Service
3/4/2015 Billing/Collection Issues
3/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased kitchen cabinets and I picked up the order the same day, they said they were 2 cabinets short, which they said were in the warehouse and could not get to them due to personnel issues and I ask them to ship to me since I was 2-1/2 hours away for free and he called his supervisor and they agreed to ship for free. Bought on 2-12-15 and was to ship missing cabinets to me on 2-16-15. Called 2-18-15, 3 times holding for 14/10/10 minutes each time with no contact. Called at 7:49 pm on 2-18-15 requesting to speak to a supervisor and he assured me he would look into it giving me his email address asking me to send information to him of missing cabinets which I done. Emailed info. to *****@ikea.com on 2-18, twice on 2-19-15 last time asking what did he find out with NO RESPONSE TO ANY EMAILS. Called today (2-20-2015) after on phone for 25 minutes lady said the cabinets were not in stock. She said they would be shipped in a few days by *****. This is what I was told before and still haven't seen them. Should I believe them. This is a poorly run business when I cannot call the store directly and ask them where is my cabinets. If one can call the store directly I think it would solve a lot of the problems. First time purchase and last time purchase.

Desired Settlement: To get my cabinets so I can complete my kitchen and rent out the apartment which I cannot do with missing cabinets. My plan was to offer for rent by the March 1, 2015. Will not buy again from Ikea for future projects.

Consumer Response:

Fwd: Complaint
Inbox


BBB of Metro Washington DC
Feb 24 (8 days ago)

to me 
---------- Forwarded message ----------
From: **** **** <****************>
Date: Tue, Feb 24, 2015 at 8:43 AM
Subject: Complaint
To: info@mybbb.org


I wanted to update my complaint that I have received the remainder of my order from Ikea yesterday afternoon .

**** ****

 

3/1/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased furniture in 2009 from ikea. One of the items was a couch that has a ten year warranty. The couch broke within the first year we owned it. I contacted them and they said the only way the would honor the warranty is if we had the purchase receipt. The receipt had completely faded. The response from customer service was there was nothing they could do. I asked them to look up the order and they said they couldn't. We spent thousands of dollars at ikea. I would like our sofa fixed or a replacement. I feel like there is something they can do. I would have filled a complaint earlier but I did not know this was an option. Our sofa is still broken. I am very disappointed. Thank you, ******** *******

Desired Settlement: I would like the sofa repaired or replaced. We had everything we purchased from ikea delivered to our house and paid for shipping because we do not own a vehicle big enough to transport furniture. I am not able to return this sofa to the store.

Consumer Response: We have a leather karlstad sofa. This is the warranty information from ikea's web site. There is a ten year warranty on this sofa. Our sofa broke underneath. Thank You. ******** *******

Business Response: Hello, We are sorry to hear of this customer's experience and can appreciate their frustration. On 2/16/15, our Pittsburgh Customer Relations Manager contacted the customer and offered resolution. I will paste an excerpt from the email below. Best Regards, Adrienne H****** IKEA US Customer Relations Per our conversation, the receipt information I found is #** *** * 7/20/2010. This is the information you will need to exchange the broken sofa. See attached. As I had mentioned we currently do not have this sofa in stock and I am not sure when it will be available. I will check with my stock control department for more information tomorrow. I will also talk to the sales manager regarding the replacement sofa that should be coming in the next month or so. There are a few choices for the exchange: 1. you can return the sofa for a store credit to purchase another sofa. 2. We can arrange pickup and delivery of a new sofa based on a photo received by you, there would be a cost for delivery of $100 (this is half price). 3. You can choose to keep the sofa as is and we would issue you a credit of 50% of the cost based on your photo. I will work with you and your husband on any other reasonable solution for this, again I am sorry that you were given such a hard time years ago when you tried to get this resolved. I am confident we can come up with a resolution. Please let me know what you and your husband decide.

2/27/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/19/2015 Problems with Product/Service
2/18/2015 Problems with Product/Service
2/17/2015 Problems with Product/Service
2/17/2015 Delivery Issues
2/16/2015 Problems with Product/Service
2/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sirs, I have placed an online-order with IKEA and received a partial delivery of the items on 01/10/15. Unfortunately, without the missing parts (sofa covers) the so far received items (sofa frames) are unusable. I have now spent multiple hours (mostly waiting to be connected with a different customer representatives) on the phone with IKEA attempting to find a resolution. First, I have been informed by IKEA that the item might be with the delivery service (contracted by IKEA). I took the liberty to call the delivery company who denies having been contacted by IKEA, let alone have the items (01/17/2015). Then, I was referred to the E-Commerce after sales department at IKEA. This department has no available direct contact information or phone number. I have just again spent about 45 min waiting to be connected (total phone time to get to this point 2 hours). Finally, I have been promised to receive a re-delivery. Nevertheless, the whole process is unacceptable by any standard and it seems that this is company tactics to dissuade costumers from complaining and to avoid complaint resolution. IKEA reference ID # ******** Thank you for your help. With kind regards, **

Desired Settlement: While I am hopeful that this issue will be resolved now I do believe that IKEA should reconsider its avenues for customer support. The time I spent on the phone this weekend was time I could not spend with my children. Clearly, placing such calls during business hours is impossible for customers that have a job. IKEA may consider this fact in their response as well.

2/5/2015 Delivery Issues
2/4/2015 Problems with Product/Service
2/2/2015 Problems with Product/Service
1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted IKEA on Jan. 5, 2015 about a lost IKEA gift card that I had purchased for $500. I was given a case #******** at that time and was told that the card had not been used at that point and still had the original amount on it. I was assured that I would hear from them within 72 hours, but as of yet have not. The longer this card stays in their system, the better chance it has for being used. I tried contacting them again today and was on "hold" for over 1 hour.

Desired Settlement: They need better customer service.

Business Response:

January 16,2015

IKEA College Park, has received the complaint made to the BBB by *** ********* on 1/12/15.This letter is to inform you that the issue *** ********* is experiencing is with IKEA Direct and not with IKEA College Park.

The contact information for IKEA Direct:

**** ******** ****** ***** 

Nottingham, Maryland *****

###-###-####

Should you need any additional information, Ms. Campbell, please feel free to contact IKEA College Park at the above information.

Thank you, 

Lauren W. 

After Sales Manager

 IKEA College Park

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** *********

1/28/2015 Problems with Product/Service
1/27/2015 Problems with Product/Service
1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on Ikea website, and wanted to cancel it next day, waited for 2 hours on phone line to get representative and was told that customer service is off until Friday, 12/26/14 and order can't be cancelled with whoever i spoke to. I called back Friday, but since i was at work could not wait 2 hours on the phone, so i called Saturday morning from home, waited another hour and a half for the representative to pick up the phone and was told that order left the warehouse and i can return the item when i receive it but they will keep the shipping fee. I asked to talk to the supervisor, and after 30 minutes was disconnected by them. I don't think its the right way to handle this issue. If they have no customer service to help, they should do like every other store does, you can cancel the order online. I don't think its fair that i have to loose $59.00 for nothing. This is not fair to people. And when i went to ***** website is said that information was only send out to *****, nothing was shipped yet. Product_Or_Service: Cabinet Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund I would like to get a full refund for my order.

Business Response: Hello, We are sorry to hear of this customer's situation and can appreciate their frustration. We are processing the customer's refund in full. She should see the refund back to the original card within the next few days. Our team has emailed the customer to let her know. Best Regards, Adrienne H****** IKEA US Customer Relations

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made an online purchase back in November at IKEA. I was charged a few days after the order was made (Nov 17), even though my items weren't delivered until almost 3 weeks later. One of the items I ordered did not arrive with the shipment. I contacted IKEA immediately. They said they would send a replacement item. (coffee table). After not hearing anything or receiving an email for about a week, I contacted them again. They said my table was being sent out in the next couple of days. I finally received an email stating my table was being shipped. When it arrived on December 9th, it was the complete wrong table. I immediately called IKEA again. The "wait" times are horrible. I waited 48 minutes for someone to answer and assist me. I was told the table was out of stock, that they would issue me a refund, and email me a shipping label to send the wrong table back. I was told it would be 10 - 15 days for a refund, even though I had already been charged for this item back in November. So IKEA has had my money (the table was 119.00 plus tax) for an item I never received. Also, I have emailed them twice about receiving a return shipping label and have not heard anything back. I am tired of calling them and waiting on hold for almost an hour just to get nowhere. I am truly dissatisfied with their customer service (or lack of). A month and half later, no table, and I am still out of my money, and now I am stuck with a table I didn't even order and they won't contact me to send it back.

Desired Settlement: I am expecting a refund of 119.00 plus tax for the table I have never received. I have been more than considerate with them and it is time they give my money back. I also want a return shipping label,along with someone to pick up the wrong table from my house, like I was promised on December 9th.

Business Response:

January 16, 2015

Hello *** *****,

Thank you for contacting IKEA US Customer Relations. We have received the complaint from customer Stephanie W**********, complaint # ********.

Unfortunately we did not receive the email you attempted to send us. I see the letter was addressed to Barbara C*****. Barbara was out of the office in early December and may not have received the email. Please direct all emails to our group email box so that both of us can access them: *******************.

Our response to the customer's complaint is as follows:
We are sorry to hear of this customer's experience and can appreciate her frustration.

After researching the complaint we see the customer filed a chargeback through her credit card bank. Our chargeback department authorized a chargeback for the table she didn't receive, in the amount of $125.32. The incorrect table was also picked up.

We can be reached at the above number if you have any questions or concerns.

Best Regards,

Adrienne H

Customer Relations Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, it should be noted that they were not proactive on this, and the only reason they "Authorized" the chargeback was because I initiated a dispute with my credit card company. They also never responded to my credit card company, which is why I received the chargeback. 

Regards,

Stephanie W**********

1/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased multiple items online from IKEA.com on December 16, 2014 (order number *********), totalling $150. I was notified December 20 that these items shipped and provided a ***** tracking number. The information available in ***** states a shipping label was created on this date, but no further movement has occurred for the package. This information has remained the same since that date. I have contacted ikea.com customer service by e-mail with no response. I called Ikea and after an initial conversation to clarify my need, I was placed on hold for 53 minutes before my phone died. This store has no other methods for communication available and no place online to track orders and report problems.150

Desired Settlement: I would like the store to evaluate where this order is, why it has not shipped and ensure delivery ocurrs right away. This was an item that should have arrived in time for Christmas.

1/21/2015 Problems with Product/Service
1/17/2015 Delivery Issues
1/16/2015 Delivery Issues
1/12/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/5/2015 Problems with Product/Service
1/4/2015 Advertising/Sales Issues
1/2/2015 Problems with Product/Service
12/26/2014 Problems with Product/Service
12/26/2014 Problems with Product/Service
12/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear madam/sir, I made a online order which cost me 887 dollors in ikea in august.18. But I canceled my order in august 18 by phone and I get the reference number ###-###-####*. Then on august 21, I made a order in real shop in Boston, however, the order was somehow canceled and I got the refund on august. 26. The refund is 410 dollars,which was the cost I made in real shop, not online. The problem is now I still have not received my refund from the order I made online. and I called their customer sevices like 1000 times and they could not even track my online order number and they also always insisted my case number was for the order made in the real shop which actually I did not get case number at all. Things seem to be messed up in ikea company. I am 100 percent sure my reference number is for the order made online. Thank you! I appreciate your time and help. My phone number is ********** and my address is *** ****** ***** ******* ******. brookline boston ******* *****

Desired Settlement: Get my refund

Business Response:

To Whom It May Concern,

A refund has been processed and was credited back to original form of payment - 11/2/14.

Thanks,

Mary F**********

Customer Relations

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

 

From: ******* *****<***************>
Date: Thu, Nov 20, 2014 at 1:14 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: info@mybbb.org


Dear madam/sir, 
      I still have not received any refund from IKEA even the message  said  they will. Yes, IKEA also send me an email in Nov.3 and informed me they will give me my money back in ten business day. until now, nothing. I think IKEA is totally not responsible. I guess they sent me that email just because I filed a complaint to BBB and then forget the whole thing again, like what they always do. I'm so sorry to trouble you again since I have no way to contact with IKEA. Their customer lines  are always busy and it took millions of years to reply my email.   I appreciate your help and time. Thank you so much. Have a great day. 
Your sincerely,
******* ***** 













Business Response:

******* ***** – It was determined that her online order was lost in the system.  We refunded her for the merchandise plus shipping.

This issue has been fully resolved.

12/23/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered three picture frames from the www.Ikea.com website on 10/30/2014. All three picture frames were packaged in one large over-sized box which resulted in the picture frames bouncing around inside the box and all three came with shattered glass and damage to the frames. I called the customer support number on ikea.com during office hours and the automated messaging system disconnected me stating that I had not called during office hours. I next attempted to send an email to the support group at ikea.com and they have not returned my message. It has been over one business week, sufficient time to respond to customer complaints. My order number is *********. Total cost was $59.58. Service was terrible and product arrived defective. Product_Or_Service: FJÃ?â??LLSTA Picture Frames Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund I request an immediate refund in full, including all taxes and delivery charges. If they would like their frames back, they should arrange for a delivery service to come to my home and pick up the items. Otherwise they are going in the trash.

Business Response: One of our reps emailed the customer on 12/11. At this time, a refund has been processed for the merchandise, including the shipping costs and any applicable taxes. The refund will be issued to the original charging account, and should reflect within 7-10 business days from processing. Use case #: ******** to reference the refund until it is received.

12/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a MALM 3-drawer chest from Ikea in Houston store last November. It is still within the warranty period but the back board is completely broken just under normal use. I feel very disappointed with the poor quality of Ikea furniture. Product_Or_Service: MALM 3 drawer chest

Desired Settlement: DesiredSettlementID: Other (requires explanation) I paid $79.99 plus tax (total $86.59) for this chest and so request Ikea to refund me $86.59 for this defective chest, which is still under Ikea's warranty.

Business Response:

One of our store reps emailed *** ** on November 11th, asking for a photo of the damaged unit.  We need to be able to have documentation of the customer’s claim in order to process a refund.  We didn’t receive a response from the customer.  We are still happy to help.

12/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Claim number **********. Delivery of over 200 items on Aug. 23rd. 4 items reported to customer service day of delivery as not delivered. I have not received any communication from Ikea claims department regarding items not delivered. I have made numerous attempts to contact their customer service department and each time, on different days, each call is disconnected when connecting to the customer service department. I have sent emails to multiple email addresses found online but have received no information. I made 50+ mile trip to discuss issue in person at Atlanta location but have been told I need to contact customer service. It is as if the missing cabinet, shelves, microwave and sink "fell off the truck" and IKEA is determined to make it incredibly difficult to obtain satisfaction. Product_Or_Service: Sink, Microwave, Glass Shelves, Cabinet Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a representative to contact me either in person or via email with an update on replacement or delivery of my missing, and already paid for, items.

Business Response: ***** ***** – Customer received delivery of the missing items on 9/9.  One of our Atlanta reps left a voicemail for *** ***** to see if she needs further assistance.

12/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a sofa-bed on the Atlanta Ikea store on sunday 27th. While I was at the store I also paid for delivery and assembly services. The delivery was scheduled for the next day from 8am to 6pm. I've just rented a new apartment and I waited for them the whole day on Monday until 5pm when I called asking where was the product, since they had only one hour left and I had class at 6pm. I was then told they were not able to delivery the sofa for some unknown reason and that someone was gonna call me to reschedule the delivery. Since then nobody has ever called me giving me any explanation where is the product I bought or what is going on. I basically paid for something and they never gave me what I paid for. I called again today, Thursday 30th, and after explained all this on the phone they asked me to go to the store to seek for explanations with the manager available. In another words they get my money and if I want to get my product or even know what has happened to it I have to go there personaly and ask them where is it? Even efter having paid for delivery and assembly? Now an important detail about all this is that I'm new in town, I'm here doing a PhD at ******. I had just moved to a new apartment and this sofa bed was the first piece of furniture I was gonna put in this place and I was expecting to sleep on it during this week. Since it was not delivered and I had no plausible explanation for it I had to find places to stay around campus. It is just amazing how bad this experience has been. I deeply regret the decision to spend my last sunday afternoon shopping this furniture at Ikea. Product_Or_Service: sofa bed/ sofa assembly and next day delivery Order_Number: *********

Desired Settlement: DesiredSettlementID: Replacement I want to be treated with respect. I could go anywhere else but I decide to take my business to Ikea. So I wanna know what is going on. I'm not satisfied of having paid for delivery and assembly since they never provided me that service as they promissed. If I receive no calls shortly I'll demand a full refund and I'll seek help from legal authorities.

Business Response:

One of our Atlanta reps spoke to *** ******** on 12/5.  The customer confirmed he received all of his merchandise.

12/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Want to return an item but no one will answer the phone contact number or the email I sent them. On Feb. 6, I ordered 3 items from the IKEA online. They were Hemnes Daybed Frame ($299.00), item no. **********, Sultan Fonnes mattress (149.00), item no. **********, and Sultan Laxeby slatted bed base($80.00) , item no. **********. The total amount of the 3 items were $627.00, including $99.00 for shipping. The order no. is *********. I received the order on Feb. 17. When we put the bed together we found out that the slatted bed base didn't fit in the bed. At first, I wanted to exchange the bed base for another mattress and pay the difference between the two. I tried to call the customer service number but I couldn't get an answer. I then tried to email them but it wouldn't go through on my computer. On April 17, my daughter finally was able to e-mail them through her phone but no one has responded to that e-mail either. According to the return policy, I only have until May 6 to return the item and that date is fast approaching.

Desired Settlement: I want reimbursement of the return shipping and a full refund for the slats or another mattress like the one I ordered.

Business Response: From: Adrienne H******<****************@ikea.com>
Date: Wed, Dec 10, 2014 at 10:53 AM
Subject: RE: **** *** Complaint (********) Pending Suspension
To: ***** ****** <*******@mybbb.org>

Hi ******,

We did receive this one back in August.  One of our Ecommerce reps emailed the customer as a result on 8/27/14, pasted below:

Hello ****,

Thank you for taking the time to contact us. We have received your recent request for a pickup of your bed base for a refund. First and foremost, we would like to apologize for any frustrations you experienced while attempting to schedule the pickup/return of your merchandise with our customer service department. Here at IKEA, we strive to provide the best level of service, both before and after the sale. Clearly, we have missed the mark in your case.


Per your request, a pickup has been issued for your bed base, and will occur via *****. Please allow 48-72 hours for ***** to make their first attempt to retrieve the merchandise. Once the merchandise has been picked up, please respond directly to this email with confirmation so that we may process the refund for the bed base immediately.

Once again, we really do apologize for any inconveniences and appreciate the opportunity to resolve this matter for you. We look forward to receiving your confirmation.

Thank you for choosing IKEA,

Marshall F*****

IKEA US eCommerce

Escalations

The case file states the slats were picked up and a refund was issued to the customer on 9/4/14.  The customer is welcome to contact us directly if needed: cr.manager@ikea.com.

Best Regards,

Adrienne H******

12/21/2014 Problems with Product/Service
12/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ikea's website showed my CC as declined but made a charge regardless. They did not fulfill this order. Ikea's website showed my CC as declined but made a charge regardless. They did not fulfill this order. Shortly after, I made the same purchase wit a different CC. IKEA fulfilled the second order. Attempt 1 to resolve issue: Called IKEA, they said they did not see such charge and ask me to dispute with bank. Bank refunded the money but then re-charged it saying IKEA is saying its a valid charge. Attempt 2: Called IKEA CS to explain that they double charged me, IKEA CS confirmed that they only have record for one order and then sent it for their after sales team to investigate. I have supplied them with prove of both CC charges and their after sales team tell me to talk with my bank. They refuse to acknowledge or deny whether they have refunded to bank or not. Since the bank has already re-charge my refund stating that IKEA is denying that is a invalid charge, I believe its in IKEA's court to revert the claim. They have hence stop responding. Here attached is mail thread with IKEA: Hi *********, Here attached is the bank statement that was charged other than the valid purchase/ transaction from ******** (order *********). I have removed personal info other than the Ikea transaction. Please let me know if there is anything else you need from me. Thanks, **** From: Aftersales_***********@ikea.com To: ****************** Subject: IKEA case #******** Date: Mon, 28 Jul 2014 19:32:35 +0000 Hello Thank you for contacting IKEA. In an effort to resolve your case we are asking you provide documentation that you were double charged. This could be in the form of a banking statement or screen shot from your bank. You can provide an email copy of this information or fax it to us at ###-###-#### Attn: Aftersales **** (Include your name and IKEA CASE # ********) Once researched we would be able to resolve your case. Attached is the charge to **** Account. Thanks, **** From: Aftersales_***********@ikea.com To: ****************** Subject: RE: IKEA case #******** Date: Fri, 1 Aug 2014 22:57:54 +0000 Hello *** ***** Thank you for responding. Your case has been updated and your image (documentation) has been attached to your case. We reviewed this information and searched through our system and we only show 1 charge going through. The documentation we got from you was from Capital One. Does the charge appear with your ******** account? If so, attach a screen shot or image and reply back. At this time we only show we were successful in charging you 1 time only. To contact us about your case, reply to this email or call directly to IKEA After Sales Department by dialling ###-###-####. An After sales Advisor will be more than happy to assist you with this matter. We have included their hours below: Monday-Saturday: 8am-8pm EST Sunday: 9am-8pm EST Not true, Capital One rebill me because IKEA deny that the charge was made incorrectly. Please see attached statement. Thanks, **** From: Aftersales_***********@ikea.com To: ****************** Subject: IKEA case #******** Date: Thu, 7 Aug 2014 01:34:53 +0000 *** *****, Thank you for your patience in this matter. Thank you for sending your documentation. Per our Cash Office, on 2/7/2014 we show that a chargeback was completed by your credit card company. This is detailed in IKEA case #********. Per this case information, we will not credit you because your credit card company has already resolved this directly with you. Please contact your credit company or review your financial institution statements from on or around 2/7/2014. Your current IKEA case number is now closed. If you have additional concerns, please contact us by phone at ###-###-####. Thank you for choosing IKEA. Best Regards, ********* AFTER SALES

Desired Settlement: I am asking for refund and compensation for my lost of time communicating with their CS and aftersale. Refund of original double charge amount: $963.66. Compensation for wasting my time: $1000 In order to have this issue resolved, I have called IKEA multiple times involving waiting in their forever CS phone queue, e-mail back and forth and follow up after sale that is extremely unresponsive, and waited for almost 1 year and this issue is still not resolved. I request that IKEA also com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

I am OK with their explanation as long as the bank then comes back and confirm their statement and refunds me my money.

Thank you for helping me get the valuable information that they have refunded the money back to the bank which was not made clear in any of my previous communication with them.

Regards,

******* *****

12/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a piece of furniture that I am unable to assemble. I called to arrange assembly service, or at least inquire about it, and there is no direct line to the store. Each time I called, I was passed through an automated system and eventually disconnected. I reached out on social media and received one initial response days after my first attempt, asking whether I still needed help, but none after that.

Desired Settlement: I'd like help putting together my furniture! I read on their website that they offer an assembly service, but I couldn't find any further information or reach any live human being to inquire.

Business Response: From: Adrienne H******<****************@ikea.com>
Date: Wed, Dec 10, 2014 at 10:42 AM
Subject: RE: ********* ******** Complaint (********) Pending Suspension
To: ***** ****** <*******@mybbb.org>


Hi *****,

The customer was contacted on 9/11/14 by IKEA.  The rep had to leave a voicemail for the customer.  A $30 good will gift card was sent out on 10/2/14.  The rep also wanted to discuss resolution with the customer (exchange of unit, delivery, assembly, etc).

The notes indicate the rep was waiting for a call back from the customer.  There are no other notes.  The customer is welcome to contact us directly at cr.manager@ikea.com for assistance if needed.

Best Regards,

Adrienne H******

12/19/2014 Problems with Product/Service
12/18/2014 Billing/Collection Issues
12/18/2014 Problems with Product/Service
12/16/2014 Problems with Product/Service
12/15/2014 Problems with Product/Service
12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am trying to get a refund back to my **** card since it was charge twice during the month of September. I had tried many times to get an answer I have tried to call their customer service department, the online service department, I had sent faxes to the *********** with a copy of my credit card statement proofing that the account was charge twice for the same amount.

Desired Settlement: I just want to get the 131.08 USD charged twice to my credit card back in my account. this transaction occurred in 09/25/2014

Consumer Response: From: ***** ******* <**********************>
Date: Sat, Dec 13, 2014 at 8:38 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: "info@mybbb.org" <info@mybbb.org>

Thanks very much for all your support. I already heard from the company and hope everything is going to be solved pretty soon.

Have a great day and Happy Holidays,

***** ********

Sent from my ******

12/15/2014 Delivery Issues
12/15/2014 Problems with Product/Service
12/15/2014 Problems with Product/Service
12/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Merchant has not refunded money for requested refund over a month ago. I purchased merchandise online in the beginning of September. A week later I went to the store in Baltimore to cancel or refund merchandise before shipment. The store manager, Caroline P***, stated she would cancel order. When I called to confirm, the order was never cancelled. I have called the 1-800 number numerous times to cancel order. Ikea is withholding funds of over $1,200. It has been almost 2 months, and I have not received the funds.

Desired Settlement: I would like my full refund, merchandise and delivery fee. I was told initially that I would receive this full amount. During another conversation on a later date, the customer service representative told me I was not entitled to the delivery fee. I have not received consistent and honest information.

12/9/2014 Problems with Product/Service
12/8/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service
12/4/2014 Problems with Product/Service
12/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My order contained a defective product; a chair that did not have one of the holes pre-drilled. I contacted IKEA via email and sent them a photo. I offered to drill the hole myself, and asked them to provide the drill bit size. IKEA said that information was not available. I then asked IKEA to provide a replacement part. They will not respond. I also ordered a shelf. The wooden frame and shelves were delivered, but the delivery was missing hardware and instructions. I indicated this on the bill of lading and received confirmation from an IKEA representative over the phone that the parts would be ******* immediately. When the parts didn't arrive, I contacted IKEA via email to ask when I would receive them. They replied that my case is under review, and the parts will be shipped 7-10 days after the case is resolved. They have stopped responding to my follow-up emails.

Desired Settlement: Replace defective chair leg or entire chair frame. Send missing hardware for shelf in a timely manner (1 week).

Consumer Response:

***** *******
1:01 PM (2 hours ago)

to me 
Hi *******,

Thanks for following up. Yes, this complaint has been resolved.

Best,
***

12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This review complaint is for the IKEA********** store, the service there as well as its picking, assembly and delivery service. Last Friday (Halloween to be exact), I returned from a four-month mission overseas to move into a new place. I made a shopping list on IKEA and went into the store knowing I would get assembly for convenience. I added a wardrobe to the list and was assured by a wadrobe/furniture assistant that she could do my entire order. Grace T was her name. She took almost two hours to place the order. I wasn't shopping, I was watching her, another employee and a manager struggle with the computer system to figure out how to place an order and adding picking (meaning you don't have to go and look for the items) delivery and assembly. It was 9:45pm when this was done and I rushed to the checkout to be able to get my purchases. Delivery day comes and I discover that Grace T and colleagues seriously botched my order. I have a wardrobe that is missing hinges and has components in two different colors. She forgot a chair on the order and didn't request that the delivery company assemble everything I told them to. The wardobe was missing a stabilizer which means I can't open it without it tipping forward. The picking service costs $40, delivery was $59 and assembly (which wasn't completed) cost $328. The delivery company also had issues: - They left a piece undone and didn't/couldn't finished the wardrobe. - One guy listened to music and argued with his wife on the phone the entire time he was in the apartment putting things together. - One of them dirtied my bathroom... - They left without doing one piece we knew they were supposed to and one would not come back to help. The other did do it. Another piece they were supposed to do was debatable b/c the store made a mistake. One of the men did wait while I called customer service to try and sort things out and what they did assemble was done well. Now for IKEA's customer service. It is a national phone number. You can't ever call back to the store itself and are always talking to some operator in another area. On Monday, November 3rd, I called and spoke to a wonderful man named Lester who acknowledged the mistakes and offered to send another service out with the correct items to finish the assembly job at no additional charge. He gave me a case number (***********)and said the store would call me. This seemed like the reasonable and appropriate response from the business. Two days later, I get a voicemail and call back to be told by a different agent with a fantastic attitude that 1) her colleague was wrong and probably was not properly trainined (!) and 2) that there was nothing IKEA would do to fix the issues and this woman actually said "I should remind you that IKEA is a self-serve business." After explaining the ordeal that was my experience in the store, she agreed to send another case number back to the store as it was "their decision." I never heard anything else from IKEA **********. Here is the thing, if I came in with a moving truck and hauled everything away, it would be self-service. I paid for delivery - which means IKEA has the responsibility to deliver everything I order or make it right. I paid for picking, which means IKEA ********** is responsible for pulling the order correctly or fixing mistakes. I paid for assembly, which means everything should be assembled or provided so the workers can complete their jobs. I have photos that I can post or provide to show how things were left as best I can. Given how large IKEA is, it would seem employees would be trained and competent enough to place an order for a customer or have enough integrity to refer them to someone else if they don't have the capacity or skills. Its policies should be transparent and consistent so that customer service can be effective.

Desired Settlement: I would like IKEA to correct the picking mistakes and send me the wardrobe components in the correct color, have the assembly service return to complete the assembly and stablize the wardrobe. We assembled one of the items they should have. I also think IKEA should refund the picking fee (because there were so many mistakes it was ineffective) and part of the assembly fee.

Business Response:

To Whom It May Concern,

Request for redelivery with assembly was submitted and completed on 11/15/2014.

Thanks,

Mary F**********

Customer Relations

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *******

12/1/2014 Problems with Product/Service
11/25/2014 Problems with Product/Service
11/24/2014 Problems with Product/Service
11/24/2014 Problems with Product/Service
11/18/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was recently married and as one of our wedding gifts our family friends purchased a new kitchen table for us from Ikea's website. Unfortunately ***** tried to deliver it while my wife and I were at work so it was returned to sender. Our leasing office informed us of the situation so my wife called Ikea to try to work it out. After trying to get through to their customer service department, but having over 30-40 min wait times, eventually she did wait long enough to get someone on the line. Unfortunately they said she needed to be transferred and hung up on her. The next time she was able to get someone on the line she was put on hold for many extended periods of time, but was eventually told that a gift card could be sent to us for the amount of the table to pick up in store. We had already tried to resolve this in store and were referred back to corporate, but we thought that was a reasonable solution for us to get our gift. Unfortunately when the customer service rep went to get the approval to do so she hung up on my wife instead of putting her on hold. This prompted me to write a very detailed email to Ikea's customer service, but when a week went by with no word I called Ikea and was told that they were processing a gift card to send out to us and we would have it in 7-10 days. I asked for reassurance so we wouldn't have to call back and was told yes it is a definite. After 2 weeks I wrote another email this time to Mike W*** Ikea President. Today I received an email back from Ikea from my 10/21 email (22 days later) simply saying they apologize for my inconvenience, but have now canceled my order and are refunding the original card. That response directly conflicts with what their customer service told us about getting a gift card. Our friend now has to re-buy our wedding gift, but above all this is the worst experience I have ever had with a company. If you can hold long enough to get someone on the line they may hang up on you or lie to you to get you off the phone. Or just preform the wrong solution all together.

Desired Settlement: We just want our wedding gift and to get the gift card we were told we would get to purchase a table that was already bought for us

Consumer Response: ********* **** <*********************>
3:17 PM (2 minutes ago)

to me 
Hello BBB,
 
The business involved in my complaint has resolved and escalated the situation internally. I appreciate your time on this as it was the worst customer experience I have ever received. Though it doesn’t change the poor communication on their end they did offer a resolution.
 
Best regards,
 
 
Description: Description: Email_graphics_option_1
**** *********
Customer Care Lead

11/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ikea promises a hassle free delivery when you purchase online for delivery, which I have done with several kitchen appliances. They use a company called *******. What happened is they have an automated system which calls to INFORM you of your time slot for receipt of the delivery and instruct you to call IKEA if it is not convenient. When you do, IKEA informs you NOT to call them but the delivery company, which you do (then taking more of your time), but it happened that city in charge of my delivery was ******* and they did not pick up their phones for TWO days. Finally, I called another number of theirs that I found online and discussed the situation as well as my NOT being available to receive the products at the time they INFORMED me of, and that person agreed she'd pass the information on and attempt to have my items delivered at the time I had available. I had no word from them and then when I called back, ******* informed me I needed to pay them a REDELIVERY FEE as per IKEA!! I was enraged at the utter mishandling of my issue and informed them I would be filing a complaint with you (which will follow) after which the lady put me on hold for a good amount of time but came back to say her supervisor had approved the redelivery! I again stated my normal times of availability and AGAIN the next day they had their automated system call to give me an unacceptable time! Once again I called, was rerouted everywhere, and they finally called me after 10:00 p.m. in the evening to reiterate my reiteration, you could say! I had to ask: "so am I getting my items at a time when I can receive them?" to which the man curtly answered, "I'm trying,ma'am" and then no word. As I said, I'll be making another complaint about *******, but IKEA is the company I bought the items from and the first one to drop the ball. Their phone system says it is "upgrading" so one could be disconnected! Understatement! These people do NOT answer their phones,do not follow through and use a deficient service like *******. Product_Or_Service: Cook top stove and stove hood Order_Number: ********* Account_Number: NA

Desired Settlement: DesiredSettlementID: Other (requires explanation) My items, please with NO MORE HASSLE!!!

Business Response:

To Whom It May Concern,

Ikea has expedited replacement cooktop and has refunded customer of the freight fee.

Thanks,

Mary F**********

Customer Relations

 

11/15/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed an order that was never received, more than 2 weeks later and still no resolution. 3 items purchased 08/17, items "delivered" 8/21 at 12:46pm while someone was definitely home and can attest that the only company that came to our door was *** and never *****. Called in same day to ***** who claimed they couldn't help me. 8/22 called Ikea, was booted off the phone line multiple times. Called ***** for the second time, finally created a trace. 2 business days later 8/26 ***** claims that I have to go through Ikea to make a claim. 8/26 on hold with Ikea for a total of 1 hour and 15 minutes, transferred 3 times to new people each time, to which I had to explain my problem 3 times. Last associate wants to put me on hold for a 4th time to "reach out to *****" I refuse and give him my phone number to call me back after he's reached out. Never receive a call back. 8/28 call back Ikea after discussing the possibility of filing a claim with my bank. Finally get through to customer service and am told that someone should have created a claim for me since the first time I called. Case created, was told that I would hear back by 09/04. Today, 09/01, received an email stating that the ***** driver stated the package was delivered to the appropriate address and has been closed. Due to my items being out of stock I can either cancel or wait and if I want to cancel to call the number they provided along with the instructions to get to the appropriate extension. Called today, and was again booted from the call. I'm filing a claim today with my bank as I have been offered no compensation for their multiple mistakes except for a refund, which I want back in full. Because I cannot reach them I have no choice but to go through my bank. This has been the most unpleasant and unhelpful experience with Ikea I have ever had. ADDITIONAL DETAILS: Case is being handled by another organization: **** *******

Desired Settlement: The only settlement I am seeking is a full refund, I will no longer be doing business with them as I cannot trust them to help me when my items never reached the intended destination.

Business Response:

To Whom It May Concern,

Ikea submitted the request for a full refund including shipping fee which was processed back to customer's account on 9/22/14.

Thanks,

Mary F**********

Customer Relations

11/15/2014 Delivery Issues
11/12/2014 Problems with Product/Service
11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am needing to order a replacement part. I spent 40 minutes on the phone with a rep 30 minutes was on hold. (I called twice before trying to get through to a rep, but was disconnected each time due to either phone issues "we are upgrading our phone system" or signal fade following long hold times The rep asked me what page of the manual I was on so that she could pull it up and order the replacement part. I said I do not have the manual in front of me. I asked her to look at the manual, and look at the nuts. After she refused to look at the manual (I even suggested starting at page two where the parts list is frequently is.) She then asked me for the receipt number. I am sorry, but this is a gift, and even if I had the receipt, I would find the manual first. This appears to be a 3/16th inch alen nut it is from: LEIRVIK Bed frame (Product #********?) It is the nut that holds the head/foot board to the side rail (Item # ***** &*****?) the last call with the company was 1235 central time at ###-###-#### She at least pulled up the product enough to see that it was the white one.

Desired Settlement: A new nut so the headboard can be screwed to the rail. If the part can be ordered as a standard item from a third party, I would like to know the part number/model number

Business Response:

Hello,

We are sorry to hear of this customer's experience and can appreciate his frustration.

I have conducted some research and determined the parts needed to attach the headboard and footboard to the bedsides.  I have placed an order for these parts and they should arrive to the customer within 7-10 days.  A copy of the order confirmation was emailed to the customer.  This order is a free service.

We thank the customer for choosing IKEA and hope he visits us again soon!  The customer is welcome to email me if he has any issues with the parts: cr.manager@ikea.com.

Best Regards,

Adrienne H******

IKEA US Customer Relations

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

while they did find the part, it is almost a quarter inch shorter. I sent pictures in the other email that I sent directly to them. Perhaps they changed the parts. The PDF instructions they pointed me to for the bed are not in line with the other origional parts, or the new one they sent.

I'm not sure if they finally responded to other requests, or if it is just the BBB complaint. I got a message from them on the 12th of October, and was told that the parts would be shipped out. exactily 10/11 days later (October 22 -- the day of the response here) I get an order confirmation. Perhaps I'll get a new order confirmation with the correct part the business day following the 1st of November (10 days following the BBB response)

Perhaps the shorter one will work fine. It is not long enough to be supported on the back side of the tubing, but there is another screw that is.

I am going to use the shorter one as that is what they said will work, and will await word on weather that is ok per company standards.

Regards,

******* ******








Business Response:

To Whom It May Concern,

                                     We have submitted the request on 10/22/14 and the customer has been emailed the tracking number for the shipment as well.

Thanks,

Ikea Customer Relation

11/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered from ikea.com on August 24th and the packages were delivered in early September, but one of the items was incorrect. It should have been Kallax shelving and instead it was a bed frame. The delivery company said it must have been a warehouse issue and would not take it back. They recommended I call Ikea. Since then, I have called Ikea at least 10 times. Each time, I stay on hold for 30 minutes to an hour and cannot ever get anyone to take my call. I emailed customer service three times. On the Ikea website, they boast that they will return contacts within two business days. In my experience, this is not true.I paid $150 shipping on the item to save a trip (and gas money) to Atlanta (six hours round trip for me). I would appreciate for a representative from Ikea to call me back or email me and try to get this matter straightened out. Product_Or_Service: Kallax Shelving Unit Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would appreciate for a representative from Ikea to call me back or email me and try to get this matter straightened out. For reference, my order number is *********.

Business Response:

Hello,

We are sorry to hear of this customer's issue and can appreciate her frustration.

The customer returned her incorrect merchandise to her local store and received resolution.  Our ecommerce team provided a full shipping refund to the customer.

Best Regards,

Adrienne H******

IKEA US Customer Relations

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered was a bed from IKEA and paid for it in July. Scheduled delivery was August 9. There were three boxes in the set. However, only two arrive. I have called customer service every day to get the third box. However, every time I am told the box will be sent within 48-72 hours. Now, three weeks later, my husband has called to request that the box be available to us at the store/warehouse 20 minutes from where we live. He was told this is not possible as the store and customer service center are separate. He was also told trying to call the store would probably be worthless because "they never answer the phone." He was then told the soonest the missing box could be shipped would be September 14. This means we paid for and organized delivery months ago and are still sleeping on the couch because of the multiple times the customer service center has duplicated, deleted, or otherwise lost our case file. We have no trust or faith that the box will ever be shipped and think we are being strung along and ripped off. Product_Or_Service: BRIMNES Bed frame with storage, black Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund We opened the first two boxes and began assembling this bed because we did not realize the third box was missing. For this reason, IKEA claims we cannot return the bed and are not entitled to a refund. we must simply wait for them to decide to ship the missing box to us, which apparently may never happen. I would like to be done with this business and get my money back so I can go buy a bed elsewhere.

Business Response:

To Whom it May Concern,

                                   The request was submitted and a replacement was shipped to customer on 9/24/2014.

Thanks,

Ikea Customer Relation

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 plants from them; 1 is thriving and looks great, the other started dying immediately. I brought the dying plant back to them without a receipt (I didn't keep the receipt b/c I didn't plan on returning plants) and asked for a replacement and/or store credit. They agreed to a store credit, but b/c the plant wasn't in the original pot they would not accept the plant. I explained to them that I had repotted it and didn't save the original pot (why would I have saved it) and they would not accept the return. I understand their point, but I was upset I had to drive 1 1/2 hours for them to say NO. What was upsetting is that I had tried calling all week to save myself a drive, but their phone systems were not working. Each I called I was on hold for over 15 minutes only to be hung up on. Unable to reach via phone, I made the ride out there.

Desired Settlement: I would just like a store credit for the money plant I bought that died.

Business Response:

To Whom It May Concern,

The request for refund was processed and completed on 11/4/14.  A gift card was sent out via mail.

Thanks,

Mary F**********

Customer Relations

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** ***********

11/10/2014 Delivery Issues
11/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order with this company 8 September 2014 (order # *********) in the amount of 432.46. Upon placing the order, I scheduled for delivery 19 September. The company failed to deliver my items. I then reschedu1ed for 27 September. Again they failed to deliver my items. Last attenot 4 October, never got it. I called ikea 4 October to request a refund and was told I would receive the funds back to my card in 3-5 business days. I have yet to receive my funds!! I have called numerous times, received numerous statuses and yet no refund. I intend to NEVER do business with this entity EVER again howeverm they owe me money. Product_Or_Service: furniture Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund I want my money back and refunded to my card ( the same method of payment). I have been extremely patient with these people and they continue to give me the run around. It did not take 3-4 weeks to take my money, and it should not take that long to get it back!

Business Response:

To Whom It May Concern,

Customer was fully refunded.  Case was resolved on 10/31/14.

Thanks,

Mary F**********

Customer Relations

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* *******

11/6/2014 Problems with Product/Service
11/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order at ikea.com for closets. Order#********* which was delivered to my home on 08/09/2014. Unfortunately two of the items were damaged upon delivery. One was a shelf and the other was one of the closets. I refused delivery of the damaged items and it was noted on the delivery receipt. I contacted Ikea customer service on 08/09/2014 and was told I would be contacted within 24-72hrs to resolve the issue and get replacement items. I received no call back. Over the month of August I called Ikea multiple times to get replacement items but was eventually told that the item was out of stock online. Luckily the same items were available at my local Ikea in ***** ****, CA. I was advised by the customer service representative to purchase the items myself locally and a refund would be issued for the damaged items. On 08/15/2104 I purchased the replacement items for $221.40 at my local ***** **** Ikea store. On 08/20/2014 I called customer service again as I had not received a refund on my credit card yet. I was advised that the refund was being processed in their system but that it could take 4-7 days. It's now 09/05/2014 and I still have no received a refund. The wait time to call customer service is usually 20-50mins before you can speak with a human who puts you on hold and you have to wait another 30mins.

Desired Settlement: A refund for $221.40 as was promised for damaged goods that were refused/returned.

Business Response:

To Whom It May Concern,

Customer filed for chargeback for the amount requested and was approved by Ikea.  Chargeback was authorized 9/15/14.

Thanks,

**** ***********

Customer Relations

 

 

 

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I partially disputed the original charge on my credit card and received a credit from my credit card company.


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** ********

11/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In September I ordered two black/brown lack shelves. The shelves arrived on October 4, 2014 but the shelves were damaged. Every corner of the two shelves were smashed and one shelf had a puncture hole. I immediately called Ikea. I waited on the hold for approximately 1 hour and 12 minutes to talk to a customer service representative. Shawn S. the representative I finally spoke with about the damaged shelves advised me they would send two more shelves that would arrive on October 9th. The shelves never arrived. I called back on October 10th and again after a long wait I spoke with another representative. He claims that the shelves were going to arrive on October 14th. So, I waited again. On October 14th when the shelves did not arrived again, I called back to Ikea. The representative said they were not going to be arriving until the 23rd of October. I then requested my money back. Now, its October 21st and my money has not been placed back into my account. I have no shelves and no money.

Desired Settlement: I would like the 52 dollars placed back on my check card ASAP!

Business Response:

To Whom It May Concern,

Ikea has reached out to customer and will be credited for the entire order.

Thanks,

Mary F**********

Customer Relations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

Regards,

***** *******

11/4/2014 Billing/Collection Issues
11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
11/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9/5/14, I ordered a Karlstad sectional from the online Ikea store. On 9/26/14 (the anticipated delivery date from ** *********), I received a call from the delivery company that my packages would arrive between 5pm and 9pm. At around 12:30pm, I received a call from the delivery driver stating that he was on his way to my house, but explained that he could only find 1 out of the 5 boxes needed for my order. He asked if I wanted him to deliver the 1 box (which was just the sofa slipcover) or if I wanted him to wait until the company located all 5 boxes before he delivered my order. I decided to have the driver wait until all of my packages were located before he delivered them to my house. At 1:21pm, I received an email from Ikea stating that my order hadn't been delivered and that I needed to contact Ikea to reschedule the delivery. At about 1:30pm and, also, later at around 5pm, I called Ikea back to check on the status of my delivery and to learn of my next steps. During both calls, I was informed that the delivery company might find my packages and that the delivery company might reschedule the delivery (since neither Ikea or ** ********* knew what happened to my packages). During the 2nd phone call, I was advised by Shawn in customer service that he would call me back first thing in the next morning (9/27) with the status of the delivery - he never called me back. On 9/27 at around 11am, I called Ikea and cancelled my order with Eric (cancellation case # ********). Eric let me know that I would receive a full refund within 7 days (for the couch, taxes, and delivery - since I never received the packages). On 10/2/14, I called Ikea and spoke with Robert within the post-sales department. He confirmed that my cancellation was still processing, and he stated that once the cancellation was authorized by a manager (hopefully on that day or the following morning), I would see that refund in my account within another 7 days. On 10/4/14, I called Ikea and eventually spoke with Robert, again. He stated that my cancellation was still not authorized by a manager so, whenever the authorization would happen, I'd get my refund another 7 days later.

Desired Settlement: Since I never received items for which I paid, and since I cancelled my order 2 weeks ago - I would like to get a full refund (the cost of the couch, delivery charges, and all associated taxes) applied back to my credit card. I understand that Ikea has no clue what happened to my order and the delivery company is equally as clueless, but it is quite ridiculous to hold on to my money when I am, in no way, at fault for this delivery mishap.

10/27/2014 Problems with Product/Service
10/27/2014 Problems with Product/Service
10/23/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
10/20/2014 Delivery Issues
10/20/2014 Delivery Issues
10/16/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service
10/14/2014 Problems with Product/Service
10/14/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/11/2014 Problems with Product/Service
10/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a dining room table from ikea.com back on 09/05/2014. This order has since been cancelled and returned to IKEA (which they have admitted), but has yet to refund me the cost of the table. I have called IKEA's customer service number provided no less than 10 times over the course of 2 weeks which has resulted in either me being hung up on, me being told the refunded was processed when it wasn't, or me being promised callbacks from managers and never receiving them. The refund for the shipping cost was refunded some time ago, but the cost of the table ($326 and change) has yet to be refunded back to me. As this point, I feel I have tried and provided the company with more than enough time and effort on my behalf for this to be resolved. I do feel if I do not file a complaint or ever call them again, they would just simply keep the money in which they owe me. I also fear this has happened to many other customers.

Desired Settlement: I expect full refund and some form of compensation for the time and effort I have exhausted during this process and the stress and financial problems the company has caused me.

Consumer Response: **** **** <******************>
2:00 PM (18 hours ago)

Hello *** *****-

My name is ****** ******** and I am writing you to advise you that my recent complaint on IKEA inc. has been resolved my the company. The time it took to resolve the issue was still hugely disatisfactory but a resolution has been provided to me.

Case ********

10/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for curtains on 8/18/2014 and on 8/21 I received an email stating they were on backorder and they didn't know when they would come in so they would issue a credit . to date I have not received a credit, I have tried to contact customer service numerous times. I called the IKEA customer service number and you remain on hold listening to music for over an hour. I was able to talk to someone one time and they could not give me any information and transferred me to a supervisor's extension. I left a message and never got a call back. I also sent several emails with my order number and an explanation and no one has gotten back to me. I paid for curtains I never received a and have since goon e to the store and purchased them. I want my money back totaling $69.53. My order number is *********. Thank you

Desired Settlement: I

10/10/2014 Problems with Product/Service
10/10/2014 Problems with Product/Service
10/8/2014 Delivery Issues
10/7/2014 Delivery Issues
10/2/2014 Problems with Product/Service
10/2/2014 Delivery Issues
9/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a king size ****** ****** mattress and box spring from Ikea ******* on February 2,2010. this item carries a 25 year limited warranty. six months ago i noticed that the foam in the mattress had degraded at the foot end of the bed and there was a large hole.I contact the ikea 1800 number where i was told that i needed to get in contact with IKEA ******* as that was the purchase location. I have called and left 10 messages with the "after sales" department at extension **** leaving myphone number and detailing that i need help with the warranty for m mattress. no one has called back and I am not able to reach a live person at the store as there is no operator or help desk.

Desired Settlement: under the terms of the warranty, I would like the mattress replaced by Ikea.

Business Response:

Business Response to a Complaint

Complaint ID#:

********

Company Name:

IKEA

Company Contact:

Janet

Company Phone:

**********

Company Email:

**************

Person Who Sent the Complaint:

**** ******

Staff Member:

Janice Croux

Response:

The customer is within her warranty. She has been advised to bring in her purchase for inspection. Should a quality issues be present we will refund or exchange her mattress. She has been advised that she must have her original receipt present upon inspection as the receipt validate the warranty.The cutsomer has been called and advised.

Sent on: 8/14/2014 10:22:48 AM

Sent by: **************

Business Response:

Hello,

We are sorry to hear of this customer's situation.  After researching the issue, we were informed that our ******* store found a copy of her receipt and allowed her to return the mattress. 

Best Regards,

Adrienne H******

IKEA US Customer Relations

9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/26/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I completed an order for kitchen remodel on August 25th and received delivery as scheduled on September 11th. Out of the 193 items that were supposed to be delivered 83 items are missing. I have contacted Ikea and they are doing a "warehouse search" but giving no indication of when I can expect delivery of the remainder of the items. I have in addition contacted **** in an attempt to reverse payment of $2,740 of the original $4,666 charged to reflect the amount actually delivered. This whole process is now going to be putting me behind schedule with the rest of the kitchen remodel. The bill of lading given when the product arrived includes all 193 items and is therefor falsified.

Desired Settlement: Ideally I need the remainder of the items delivered no later than one week from today and potentially some charge back for the failure to live up to the contract and giving a false bill of lading. Thanks.

Business Response:

Hello,

 

We are sorry to hear of this customer's experience and can appreciate his frustration.

 

There was a warehouse search conducted for the missing merchandise but we were not able to locate the items.

 

We have set up a replacement order for these items: 185972091, estimated delivery 9/19.  The customer will receive a call on or around this date to specify a delivery date and time.

  

We have asked the customer to contact IKEA Ecommerce Customer Service once he receives delivery so that we can offer appropriate compensation. 

 

Our customer service team emailed the customer on 9/13 to provide the above information.

Best Regards,

Adrienne H******

IKEA US Customer Relations

9/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sofa and a dining room table with chairs from IKEA. The items were due to be delivered on 08/16/14. The delivery company enlisted by IKEA called me on 08/15/14 to notify me that my items would not be delivered as scheduled on 08/16/14 as IKEA had not sent the shipment to them on time. After numerous phone calls, I was informed that IKEA had in fact delivered the items and they would be sent to me on 08/16/14 between 4pm and 8pm. I waited and nothing was delivered. When I called the delivery company, I was informed that the driver was still at the warehouse and my items would be delivered the same day but could not provide a time frame. When I asked to speak to a manager, she informed me that I was misinformed and the delivery truck had in fact broken down and my items would not be delivered. The manager informed me that she would arrange for delivery early on 08/17/14 and would call me back by a certain time to arrange a delivery time. No one from the delivery company called. I then called back and was informed that it will be delivered on 08/17/14 between 9 -11am. Again the delivery did not arrive. I was then notified that it would be delivered before 12. At this point I called IKEA who chased up with the delivery company who were rude to me on the phone and were very uncooperative. After IKEA's intervention the products were delivered at 12.30. When I was putting together the chairs, I discovered some components were missing and immediately notified IKEA. I was provided the case number 21769604 and was notified someone would call me within 72 hours to discuss further. I received no such call. I called IKEA again and was notified that I will be receiving a ***** tracking number and a full delivery fee refund notification within 72 hours. Again I received no notification.When I called again last week, I was informed the aftersales team is unavailable but someone will be calling me on 08/26/14. Once again IKEA failed to deliver on their promise. On 08/27/14, I emailed the after sales team (email provided by IKEA customer service agent) to inform them that if they fail to resolve my issue, I will be filing a complaint with the Better Business Bureau. Again no one responded. I decided to give IKEA one last chance before filing this complaint. On 08/30, I called IKEA customer service, after being on hold for over 40 minutes I finally got through to a customer service agent. When I quoted my case ID number the call was disconnected. I immediately called back and was on hold for another 40+ minutes. This time the service agent said she would check the status with the after sales team and placed me on hold. After leaving me on hold for another 10 minutes, I was disconnected again by the agent.

Desired Settlement: I would like the missing components to be delivered to me without delay and I would like to have the delivery fee of $99 returned to me as promised by both IKEA and the delivery company they enlisted. Additionally, I am seeking further compensation for the wasted hours trying to get in touch with IKEA.

9/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 8/7/2014, I ordered a table and four chairs from IKEA Online. On 8/8/2014, I went to the website to cancel the order and followed the directions to send my request to *********************. I had not yet been charged for my order. On 8/9/2014, my debit card was charged $529.00. I called on 8/10/2014 and spent an hour on the phone (30 minutes on hold) talking to someone who said she would cancel the order and my refund would be processed within 24 hours. On 8/12/2014, I received an email that my order had shipped. I called several times over the next couple days, but after 30 minutes on hold more than once, would have to hang up. I sent email on 8/13 to both ********************* and **************************, another address I found via the website. I finally used gethuman.org to sit on hold for me and reached someone named Jamaal on 8/14/2014. He said I could not be refunded the shipping and handling ($129). I asked to be transferred, and after 20 more minutes on hold, I spoke with Tanika, who assured me she would cancel the delivery and refund my money in full. The table was NOT delivered on 8/19/2014, which I thought was a good sign, and I expected my refund to be processed. On 8/28/2014, with no sign of my money, I once again called and spent another hour on the phone speaking with Lester, then Georgina. Lester assured me I would only be on hold for 10 minutes, but 25 minutes later, I finally got through. Georgina promised me she would expedite release of my funds to my bank, and then it would be up to the bank to release them to me. My bank never takes more than 24 hours to do this, so I should've had the refund by 8/28 or 8/29 at the latest. It is now 8/30/2014. I canceled my order 28 days ago. I haven't received a dime back, and I want my refund immediately.

Desired Settlement: I want my refund processed immediately. I also think IKEA should implement a way to effectively cancel an order directly from the website, since it SAYS you can submit the request that way. I would like to see IKEA honor their promise of responding to email requests within 48 to 72 hours (also on ikea.com).

9/25/2014 Advertising/Sales Issues
9/24/2014 Problems with Product/Service
9/23/2014 Delivery Issues
9/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase of a box spring and mattress on 9-13-14 in the IKEA store. I removed the items from the shelf and took them to the delivery department. The paid in full order was suppose to be delivered on 9-16-14. I paid extra in delivery charges bc I did not live in a certain mileage of the IKEA store. The order arrived incomplete. The mattress that I paid for was delivered on 9-16-14 as I was promised. The box spring that was paid for was not delivered. I never received notification from Ikea of the incomplete order. I called the contact number located on my order form and put on hold on for nearly 2 hours trying to get through to customer service. After NO communication from Ikea regarding my order I went back to the store on 9-17-14 to complain. I was told that my box spring did not arrive bc it was not in stock. This is NOT true, bc I removed the items from the shelf myself and took them to the deliver department. At 2:00 p.m I was refunded my delivery charges. I was sent away and told that the manager was in a meeting but he would call me when his meeting was over. At 4:00 on the same day (9-17) I still have not heard from management. I called IKEA and I was told that the manager was still trying to make a decision as to how my box spring was going to be delivered. I was told that I would get a phone call with an answer within the hour. I called IKEA in Conshohocken again at 6:30 on 9-17 and I was directed to a voice mail. It is now 8:00 pm and I still have not heard from the management at Ikea as to when my box spring will arrive. I am upset over the lack of communication from IKEA.... I have been pushed off over and over again. I am upset bc I have not received the products that I paid for. I am upset bc the product that did arrive can not be utilized without all of the pieces. I am upset bc I have NO IDEA when to expect my paid for product.

Desired Settlement: I would like the box spring that I paid for and I would like to know when the item will be delivered.

Consumer Response: From: ****** ***** <******************>
Date: Mon, Sep 22, 2014 at 8:34 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: info@mybbb.org


While I was at work on Friday 9-19-2014 a box spring was put in my driveway.   Although, I was told I would get a phone call... I was never informed when the box spring would arrive.    IKEA initiated no communication through this entire ordeal.   I do now have my paid for items.
 
****** *** *****
 

9/19/2014 Problems with Product/Service
9/18/2014 Problems with Product/Service
9/17/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service
9/13/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered furniture from IKEA.com and was informed that I would have a delivery date of 8/13/2014 between 9 am and 9 pm. On 8/12, I received an automated phone call that my delivery would be between noon and 4 pm on 8/13. There was no option to "accept" this delivery time or to reschedule. I work and was not able to be there at that time, so I went online to change the delivery date. However, you can only change your deliver up to 48 hours prior the scheduled time, EVEN THOUGH they only give you 24 hours notice of the 4-hour time window. So, I emailed the delivery company to tell them I would need to reschedule, hoping to save the driver from coming out to my residence. I included my phone number also in the email message...no one replied to my email or called me. At 11:40 AM on 8/13, I received a call from the driver that he was at my residence to deliver my furniture (outside of the 12-4 window, mind you). I told him I was not able to be there. We hung up and then the 3rd party delivery company called me to "confirm the missed delivery". While I was on the phone with them, I asked to set up a later time that same day and they informed me I had to call IKEA. I called IKEA and was on hold for 47 minutes before the call randomly disconnected (using a land line). Called back and was on hold for 31 minutes before someone finally spoke to me. I wanted to reschedule for 8/15, a Friday that I am planning to take off of work. The IKEA rep put me on hold to call the 3rd party delivery company, came back on the phone and informed me that "they only deliver on Wednesdays, and you will have to pay the $50 rescheduling fee." Fine, whatever. I asked if I could be told the 4-hour time window now so that I could plan to be home the next Wednesday. I was told that they do not schedule the time windows that far in advance and I would find out 1 day before the delivery. At this point, it is clear that as a full-time working person, I will not be able to receive this delivery, so I ask to cancel my order. The representative tells me that he can do that, but I will still be paying the $129 delivery fee. EXCUSE ME? I'm paying for delivery of an item I never received?? I'm paying for delivery that happened outside of a 4-hour time window I was only given 24-hours notice about, but needed to be able to reschedule 48 hours in advance??? Completely ridiculous.

Desired Settlement: I returned the furniture, but would like to be reimbursed the $129 delivery fee. I did not receive any products, so it is ridiculous to pay for delivery.

9/12/2014 Advertising/Sales Issues
9/10/2014 Delivery Issues
9/9/2014 Problems with Product/Service
9/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought furniture from IKEA @ ******** ******* on 06/28. I furniture was scheduled for deliver on 07/01. I also paid for delivery, picking and installation of furniture. When my furniture was delivered, top right side of the furniture was damaged and I had so contact IKEA for rescheduling new delivery to fix my furniture. Since than I have been contacting IKEA for 15 days and I have spent around 16-20 hours on phone explaining the issue to various people at IKEA. I also did sent out couple of email to jocelyn k******** @ IKEA ******* location without any response. IKEA had not returned any phone call from me to schedule and fix issue they have created. They also charged $40 from me for installing lights within my furniture and now they won't install any lights nor they will return my money. They scheduled delivery for July 8th between 9 to 5 and didn't show up till 6:30, that too without proper work order and knowledge of issue. Product_Or_Service: PAX Wardrobe Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund I would like to receive refund for complete amount that IKEA charged me for that transaction $1820 and compensate me for $2500.00 due to trauma, inconvenience, hardship and damages done to my home while installing furniture as well as for hours I had to spend on phone. I also had to waste my one day leave waiting for delivery and installation team to arrive.

Business Response:

Hello,

 

Our ******* After-Sales manager has contacted the customer via phone and emailed him the following information.

 

*** *****,

Thank you for taking the time to discuss your case with me today. Again, please except my apologies for the level of service you have received. As discussed during our conversation, I am offering to replace the damaged PAX unit in your home and a check for $500.00 as an accommodation for the poor service you experience.  As discussed, we have already processed the refund for $40.00 for the light installation.

 

If you have any questions, please feel to contact me directly. I will be your point of contact through resolution. I am off tomorrow but will be in the office on Saturday, 8/30 after 1pm. I look forward to speaking with you soon. Have a great day.

 

 

Best Regards,

Adrienne H******

IKEA US Customer Relations

9/9/2014 Problems with Product/Service
9/4/2014 Problems with Product/Service
9/4/2014 Problems with Product/Service
9/2/2014 Delivery Issues
9/1/2014 Problems with Product/Service
8/26/2014 Problems with Product/Service
8/22/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/20/2014 Delivery Issues
8/18/2014 Problems with Product/Service
8/17/2014 Problems with Product/Service
8/11/2014 Delivery Issues
8/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order online from ikea.com on June 30th. The order number is *********. When placed the order, I was told that the shipping date is July 12th. However I have not received a word or anything from ikea since then.

Desired Settlement: I would like to receive my order as soon as possible. Thank you!

8/11/2014 Problems with Product/Service
8/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Saturday 7/11 at 10 am (I made sure I was there at opening time) I visited the Idea store in Atlanta, selected Items totaling close over $2K. I worked with service agents in bedroom & bathroom to select a wardrobe through their design process, and a bed, a bathroom cabinet, bookshelves with doors and a few other things. I worked with Julian at the area at the picking area, they talked me into their picking and delivery service which was of great appeal to me since I just moved and had several other errands to run that morning. I was guaranteed that the items will be there by 7pm and 11pm same day. At 10:08 PM and email was sent to me by Jocelyn * K******** ###-###-#### (************************** ) stating that the items did not make it on the truck and that logistics will call me in the AM to reschedule, no call was made to me directly to inform me what was going on so there was NO regard for my time, and that one item was on backorder and would be delivered 7/16. No one called me on 7/12 I called and spoke to several customer service reps and got nowhere and was on the phone for over an hour each time mostly on hold, and was told that someone will call me from the delivery company. Well I called and they informed me that they have me schedules for 2 deliveries on 7/15. I called IKEA back and again had to wait for over an hour to speak to a supervisor that told me she will refund half my delivery fee (never happened) and that it is confirmed for delivery 5/15. Today 5/15 the delivery came but not all items showed up I called the delivery company and they informed me that IKEA did not load/have all the items ready and that I need to call the.. Here we go another extremely rude and unprofessional so called supervisor Shy (email *************** is what she gave me) She was patronizing and insisted that it was their policy and I agreed to it while in the store Well what customer in their right mind will agree to half a wardrobe and half a bookshelf? This is a deceptive practice and as a consumer I did not get what I paid for and harmed in this process by lies and inconsistent information. I have 2 half a pieces of furniture from IKEA stuck with in my house, IKEA also decided that it was ok for me to have partial furniture since they claimed to have given me a refund (never happened) Apparently Shy at IKEA spoke to Jocelyn and they promised to call me when the other pieces come in, in August. Why are they selling items they KNOW they do not have and cannot deliver? This is unacceptable. My real problem is I have a whole house of guest coming this weekend and wanted my home presentable that will now not happen thanks to IKEA service, or perhaps lack of service. My issue is completely unresolved and I cannot get in touch with these individuals after leaving messages. I need help and not sure where to go at this point. Please help. Product_Or_Service: Bedroom, Bathroom & kitchen furniture Order_Number:***-***-****& ******** Account_Number: Jocelyn * K********

Desired Settlement: DesiredSettlementID: Replacement I need the orders fulfilled properly and in a more timely manner or they need to replace it with something they actually have and that I want in my house; I just want my stuff I paid for this is not an unreasonable request. This is causing me a lot of anxiety and frustration in addition to a complete waste of time. I have to be at work and had to deal with IKEA for over 3 hours today already.

Business Response: The customer has been contacted, delivery fee refunded, and he should receive his missing pieces this weekend.

8/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on May 17th. I received an email estimating delivery June 3rd. My credit card was charged in full for the purchase. I sent an email June 26th asking the status of my order and never heard back. Their website says I can expect a reply to emails within three days. I tried calling July 8th, but after waiting on hold for a half hour never got patched through so gave up and I sent another email July 8th saying if I didn't hear back I would contact the BBB by the end of the week. I tried calling again on July 12th and after 15 minutes never got patched through. They never responded to my emails.

Desired Settlement: No one has contacted me. I would like the items I already paid for immediately, or a full refund immediately. What happened here?

8/8/2014 Delivery Issues
8/8/2014 Problems with Product/Service
8/7/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service
8/4/2014 Delivery Issues
8/1/2014 Problems with Product/Service
7/31/2014 Problems with Product/Service
7/30/2014 Problems with Product/Service
7/30/2014 Delivery Issues
7/29/2014 Delivery Issues
7/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ikea order # *********, placed online on May 29th, 2014 - 3 peices - estimated date of delivery was June 3rd. No delivery, no news and no way to track the order online. Phone # not being picked up (* *** *** ** ** -#*-#*) Received email on June 8th from : after sales team, apoogizing for delay and announcing that the order had shipped and that I alredy must have received a message from ***** with tracking #. I had not and did not received such tracking message and #. Emailed back same day and requested the tracking number OR the order being cancelled if not received by June 9th EOD. No answer received. Called on June 10th (picked up after 68min on hold). A person called Brian declared that the goods had NOT yet leaved the warehouse. Needed to confirm the reason. Said he was going to email back later that night or next day. Gave me a CASE # ******** Did not hear back. No one is picking up the phone today at * *** *** ** ** - *-* . Also sent a complain and refund request online at the general contact email tab from ikea us web site on June 10th.

Desired Settlement: Immediate tracking # for delivery (within 2 days) at an agreed upon time OR refund of the full credit card charge.

Business Response:

July 7, 2014

Dear ***** ********;

IKEA ******* **** has received the complaint made to the BBB by **. ******* on 06/30/2014. This letter is to inform you that the issue **. ******* is experiencing is with IKEA Direct and not with IKEA ******* ****. 

The contact for IKEA Direct is:

**** ******** ****** *****

**********, Maryland, *****

*** *** ****

Should you need any additional information, *** ********* please feel free to contact IKEA ******* **** at the above information.

Thank you,

7/29/2014 Problems with Product/Service
7/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Delivery service requested for a specific date with the expectation explained by each associate (both by IKEA and their delivery service) that I could choose a time block for the delivery date of furniture.Received an email the day before with a time frame that was not appropriate, with no option to change the time.After calling they refused to offer me a different delivery time during the day even though I explained that I would not have access to the delivery location (new apartment) until later in the day. They threatened that I would need to re-pay the delivery charge and After 45+ minutes on the phone we needed to reschedule the delivery to a later date without any charge to me. Had to take an entire extra day to have the furniture set up instead of completing other plans that day.

Desired Settlement: Refund of picking and delivery service and a discount on the furniture items received.

Business Response:

Hello,

We are sorry to hear of the customer's experience with our delivery carrier.  I'm sure it was frustrating to not get delivery at the agreed upon time.  I apologize for the delays and inconvenience this matter has caused the customer.

We are glad to offer the customer some sort of compensation for the problems.  One of our South Philadelphia managers, John, has called the customer to offer resolution on 7/9.  He left his contact information.  Once John and the customer are able to connect, a resolution will be reached.  John's contact information is as follows: ###-###-####

Best Regards,

Adrienne H******

IKEA US Customer Service

7/24/2014 Problems with Product/Service
7/17/2014 Delivery Issues
7/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sent e-mail to eCommerce e-mail address to report missing component on 6/18 no response, made attempt to call IKEA customer service reporting issue on 7/1 case ********, never received call, called again 7/10 to follow up, nobody knows why nothing is getting addressed, this is only way to address concern at this time, notes are available

Desired Settlement: ship the missing component asap

Business Response:

Hello,

We are sorry to hear of this customer's experience with IKEA Ecommerce.  I'm sure it has been frustrating for him to not receive his part or receive appropriate help.

The replacement piece order was processed and he should receive it in a few days from our warehouse via *****.   He will receive an automated email from our warehouse once the order ships.

Should the customer have any further concerns, he may contact the IKEA Ecommerce Aftersales team at ********************.

Best Regards,

******** *******

IKEA US Customer Relations

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It should not have taken three calls and failure to execute to resolve this matter, but I did receive the necessary part today.  

Regards,

******** ***

7/16/2014 Delivery Issues
7/15/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service
7/8/2014 Problems with Product/Service
7/1/2014 Delivery Issues
7/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ikea shipped me the incorrect product (delivered 6/12/14). We called on 6/13/14 asking for a refund for the correct item that they had already taken money for, and requesting someone to pick up the incorrect item (we will not pay to ship it back since it was a mistake on their end). We were told by customer service that day that the refund was issued and to just "throw away" the wrong product. We thought this seemed odd so called again on 6/16. No one had ever issued the refund, and they told us they'd send someone to pick it up. We called to follow up on 6/17- we were told our return had NOT be processed but they would set it on high priority and that we'd see it by the end of the week. We were then told to throw out the incorrect product. We called on 6/20 and told that our return was FINALLY approved as of 6/19 and we'd have to wait another 5-8 business days to see the money in the account (though how can we be sure at this point that the refund has actually been issued). They also were unclear if they were picking up the incorrect item or if we are donating. I asked to speak with a manager. They put me on hold for an hour before I finally gave up (obviously they had no intention of correcting the issue for me today). So we've been asking for a refund and to return the incorrect product for a week and still nothing.

Desired Settlement: Would like my refund of $50 (for furniture that was never delivered to us) and clear instructions on what to do with the incorrect item delivered.

Business Response: A refund of $53.36 was processed on 6/20/14.  Please allow 5 days for the bank to process this.  thank you.

6/17/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/9/2014 Delivery Issues
6/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: i ordered furniture on line from Ikea. I was provided information via an email that a delivery would be made on May 16 however there were no details associated with the delivery. I assumed that **** or *** would be used and usually they leave the shipment outside my door. I find out that Ikea is using an independent shipping company out of *****, Florida which requires the person to be home to sign for the delivery. The shippers called my house 30 minutes prior to their arrival. Until that time I had not received any information about the shipment other than the date. Ikea then called my house and left a message that the shippers would be leaving in 15 minutes. I was not at home because I never received any information about my having to be there. I returned home later that day to find the two calls on my answering machine. I called Ikea back and they said since I missed the shipment they would redeliver but I would have to pay them $50 extra over the $120 I had already paid. Their customer service personnel were rude and hung up on me when I complained that I should not have to pay the extra $50 since I was never instructed to have someone present for the delivery. I would have gladly stayed home and signed for the merchandise if instructed to do so since I was looking forward to receiving it.

Desired Settlement: Refund of $50 re-delivery fee. Notation about rude customer service people.

Business Response: Hello - IKEA will be refunding the $50 delivery fee.  The customer has been emailed this resolution. thanks!

6/2/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service
6/1/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/27/2014 Advertising/Sales Issues
5/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: After 9 months of use my DOMSJO white farm sink cracked. I couldn't find the receipt and took it back to the store only to be told the crack was not covered. According to the store manager, it is an Ikea sink as it is visibly stamped with the company name. The manager said sinks were covered under a diffrent policy but there is only one policy. I talked to the store manager whose name was ****. He agrees I purchased it within two years, I have suggest that it is on or around July 21 as it was part of a redo. So there is no dispute that I bought the sink at ikea, that it is covered under the one 25 year limited warranty. Under the policy terms they should have the right to fix or replace. Well that is what I want. Frankly I am stuck with a big gaping hole in my kitchen where the sink was. I can't just buy a new one as it is discontinued or something. I am stuck. They manager **** at the store was truly awful and couldn't care less that I am now without a kitchen right before the holidays. I can't cook or have water or clean dishes. IKEA has ruined my holiday! And no one there cares a bit!

Desired Settlement: Under the policy terms they should have the right to fix or replace. Well that is what I want.

5/15/2014 Problems with Product/Service
5/14/2014 Problems with Product/Service
5/13/2014 Problems with Product/Service
5/12/2014 Problems with Product/Service
5/11/2014 Billing/Collection Issues
5/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Ikea online on 3/24/14. The order was scheduled to be delivered on 3/30/2014. I received a call from Ikea's delivery provider two hours before my delivery was scheduled to say that a piece of my order was damaged and they would not be able to deliver. I called Ikea to cancel my order, and was told I would see my refund in 5-7 business days. After not seeing my refund on my credit card after 7 days, I called again. I was told the delivery company was never contacted to verify the delivery had not been made. The associate I spoke with contacted the company, confirmed that the delivery had not been made, and I would see a refund within 3-5 business days. As of April 14th, I had still not seen a refund. I called again, spoke with ***** **********, and was told I would see my refund Wednesday or Thursday (4/15-4/16). As of yesterday, my refund was still not on my account. I emailed ***** again yesterday and she said I would see my refund yesterday or today. I still do not have my refund. I am out of patience and very angry and would like to see this resolved. Any help you could offer would be greatly appreciated.

Desired Settlement: Refund in the amount of $310.44.

Business Response:

Hello,

We are sorry to hear of *** ******'s experience and can appreciate the frustration.

Our Ecommerce team has emailed the customer to inform her that the refund for $310.44 was processed on April 17th.  We recommend that *** ****** contact her financial institution to see what might be delaying the release of funds.  *** ****** is welcome to contact our Ecommerce team directly at ###-###-#### if she has further concerns.

As a good will gesture, our Ecommerce team is also sending *** ****** a gift card to compensate for her experience.

Best Regards,

******** *******

IKEA US Customer Relations

5/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received an E-Mail which stated certain red bookcases were on sale. Traveled 100 miles to ******* to fit what bookcases fit in my car. On check out clerk charged full price, not sale price mentioned in E-Mail. Another customer had the E-Mail on her cell phone....price adjusted by manual override by supervisor in ******* store. The next day went to a different store 113 miles away (*******, Florida) and purchased three bookcases. At check out same as ******* items rang up at full price. Clerk called supervisor who said without the E-Mail she could not discount. Rather than leave the items in ******* (they are last chance items), the recommendation was to purchase the items and contact customer service by E-Mail for sale price. Upon return home and printing the E-Mail notice of mention that sale was specific to ******* store. Customer service said must be returned to ******* store as ******* will not honor the ******* specific price. Asked if when the truck arrives with other items to heavy for my car could the driver inspect the ******* purchases and return for credit...answer no.

Desired Settlement: I have NEVER IN MY 62 YEARS ON THIS EARTH heard of a store specific sale. These people have mada a complete fool of me and have cost me two days of my life and caused me to drive 452 miles for NOTHING. I am REALLY REALLY disgusted with IKEA for tricking me.

Business Response:

Hello,

We are sorry to hear of this customer's situation and can appreciate the frustration.  We are glad to assist him.

Our ******* store has tried to reach the customer via phone and has left voicemails.  Today, 3/11/14, they sent the below email to the customer. 

Best Regards,

********

IKEA US

Hello **. ******

 

My name is *** ******** and I am a member of the Customer Relations Management Team, at IKEA *******. I have tried to telephone you and have not heard back from you.

 

I’ve received a letter, in reference to your purchase of our Billy Bookcase 702.018.11, from our store, in February. I apologize for the misunderstanding and the inconvenience you’ve endured, with your recent purchase.

 

The IKEA stores do work independently, with some product and sales. Also, we do not contract the same delivery services, due to geographical distance, from each store. This is why the ******* store was unable to return your items to *******.

 

If you would like, I will be happy to honor the sale price, that you paid, at the ******* store, for the Billy Bookcases you’ve purchased at our ******* store. To do this, I will need a copy of your ******* receipt and ******* receipt, emailed to me, and I can credit you that difference.

 

If you are unable to email the actual receipt, you can send me the receipt numbers. This would be the 11 digit number at the right top corner of the receipt, and the date of purchase, at the bottom, of both receipts.

 

You can contact me at ###-###-####. I look forward to hearing from you.

 

Best regards

 

***

 

 

Consumer Response: From: BBB of Metro Washington DC <info@mybbb.org>
Date: Mon, May 5, 2014 at 2:01 PM
Subject: Fwd: please cancel complaint
To: ******** ***** <****************>


---------- Forwarded message ----------
From: **** ****** <******************>
Date: Mon, May 5, 2014 at 1:19 PM
Subject: please cancel complaint
To: "info@mybbb.org" <info@mybbb.org>


Seller has agreed to honor free shipping
 

5/5/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
5/2/2014 Delivery Issues
5/2/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The delivery company called to say the driver was in the driveway and would wait 15 minutes and then leave. When I contacted IKEA they had me pay a re delivery fee. Although the company said they called me to arrange delivery they in fact did not. Order number: *********. I also spent 48 minutes on hold to just explain what happened.

Desired Settlement: Want the delivery fund refunded

Business Response:

Hello,

We are sorry to hear about this customer's experience and can appreciate the frustration.

Our Ecommerce team contacted the customer and is refunding 50% of the disputed amount ($25 plus tax).

Best Regards,

******** *******

IKEA US Customer Relations

 

5/1/2014 Advertising/Sales Issues
4/28/2014 Problems with Product/Service
4/25/2014 Delivery Issues | Complaint Details Unavailable
4/25/2014 Problems with Product/Service
4/23/2014 Problems with Product/Service
4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried placing an order online and at every step of the way, they have ruined the order in the following way: 1. Cancelled my order and blamed my bank when it was their billing department's fault and when calling them back it took 3-4 hours and several disconnections and transfers to the wrong department to get my order placed. The initial order number was *******29. It got changed to *******64 2. When actually delivered my furniture, one item was missing stating that it was damaged upon loading so I could not build my shelving unit. They stated that I was supposed to get a phone call from IKEA to arrange for another delivery. 3. IKEA never called me so I had to call the IKEA to figure out what was going on with my order 4. When trying to reschedule my delivery for the damaged part, I was emailed an estimated delivery date 5 days later. That day came and went with no delivery or contact and when called, I found out that the delivery for the damaged part was never processed or authorized. That order number was *******07 5. When trying to request a supervisor on several attempts (even before when I had issues with placing the order in the first place), I was either transferred to the wrong department, hung up on or denied a transfer to the supervisor 6. When finally insisting on speaking to a supervisor and transferred to one, the supervisor stated that they would investigate my order and follow up with me with a phone call to confirm that my order will be filled. So far, no follow up on the order. 7. When asking why the order was never filled for the delivery of the missing item, I was told that IKEA had a recent large sale with the Kitchen department and could not allocate resources to the customer service to handle issues like mine and that is why they are behind in my order. That statement basically said to me that they do not care about their customers. This process has been on going for the past 2-3 weeks. I have already spent hours on the phone with the customer service that was not helpful and given false information by their staff about my order. My husband has taken time off work to be available for a delivery that never showed up. I cannot complete my shelving unit without this item. I was never offered any satisfactory answer or help by any of the staff up to this point. There has been no appropriate follow up and the email information to "confirm" the processing of my order has fallen through. They have already processed my credit card for the purchase and I have paid for an item and never received it.

Desired Settlement: At this point, I would like the unit, but anything that IKEA does will be unsatisfactory. Time is money and a lot of my time and my husband's time has been wasted. My total purchase was over $900 and they have failed to provide the appropriate service. I would like them to be investigated for their inability to provide good customer service and the failure of their online service.

Business Response:

Hello,

We are sorry to hear of the frustrating experience *** ** had with our Ecommerce department.

One of our Ecommerce managers called *** ** on 4/10/14 and offered to expedite her new order, as well as refund her delivery fee.  She accepted the resolution.

We thank *** ** for bringing this matter to our attention.  We hope she continues to be a loyal and important IKEA customer.

Best Regards,

******** *******

IKEA US Customer Relations

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** **

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: (1) On August 17, 2013, **. **** purchased two (2) Ikea 365+ Brasa lamps at a price of $79.99 each (plus 6% PA sales tax). (2) On September 8, 2013, **. **** purchased an additional two (2) Ikea 365+ Brasa lamps at a price of $79.99 each (plus 6% PA sales tax) (3) The four (4) Ikea 365+ Brasa lamps were installed in two (2) separate residences. (4) All four (4) Ikea 365+ Brasa lamps are ostensibly designed to operate by dimmer switches to control the light bulb. (5) Within a few weeks after September 8, 2013, each lamp began to fail and the dimmer switch and/or light bulb socket refused to function for each lamp. (6) On February 10, 2014, Ikea informed **. **** by email that “IKEA is unable to offer replacement component parts from our product range for separate purchase” in response to previous inquires about the defective Ikea 365+ Brasa lamps. (7) Ikea’s February 10, 2014 email also “suggest[ed] returning to an IKEA store location to speak with a Customer Service co-worker, who could advise on the availability of any replacement parts in our recovery department at the store”. (8) On April 5, 2014, two (2) Ikea employees at Ikea’s ************, PA store informed **. **** that the four (4) defective lamps **. **** purchased in 2013 were manufactured in 2009. (9) The two Ikea employees could not confirm to **. **** that the (4) defective lamps **. **** acquired were purchased in a “new” condition. (10) The two Ikea employees offered **. **** a “store credit” of $20 per defective lamp. (11) **. **** refused Ikea’s offer of a “store credit” of $20 per defective lamp. (12) Due to Ikea intentionally selling **. **** four (4) defective Ikea 365+ Brasa lamps that were manufactured in 2009 (but sold as “new” in 2013), **. **** was forced to purchase four (4) lamps from a different manufacturer.

Desired Settlement: Refund ($79.99 x 4) + 6% PA Sales tax = $339.16 Refund Check

Business Response:

Hello,

 

We are sorry to hear of the problems **. **** has experienced and can appreciate his frustration.

 

Please see the below email correspondence.  We are refunding **. **** in full for the merchandise and he has accepted.

 

Best Regards,

******** *******

IKEA US Customer Relations

 

 

 

**. *********,

 

My address for mailing the settlement check is:

 

******* ****

**** ****** ****

***** ***** ** **********

 

 

******* ****

**********************

###-###-####

 


From: ******** ********* [mailto:***************************]
Sent: Saturday, April 19, 2014 08:31 AM
To: **********************
Cc: ******** *******; **** *****; ******* *****; ***** ******; **** ********
Subject: BBB # ********

 

Hello **. ****

 

I am contacting you to resolve this issue that you have brought to our attention. IKEA will send a check to you in full and final settlement in the amount of $339.16.

 

If this is acceptable to you please respond with the Payee name, address, phone and email.

 

I apologize that it has taken so long to resolve this issue. IKEA takes pride in the quality of our products and services. It is disappointing to hear when things do not go well. We value your custom and hope that this experience will not deter you from visiting IKEA in the future.

 

If you have any questions or comments please contact me in the first instance at the information below.

 

Best Regards

**** *********

Customer Relations Manager

 

IKEA 

400 Alan Wood Road

************, PA 19428

Office : ###-###-####  x 1335

Fax : ###-###-####

***************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ****

4/17/2014 Delivery Issues
4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Previous BBB Complaint ******* 11/07/2013 I sent an email to ********/IKEA stating that I still do not have a ******** date. Also stated in email that the earliest ******** date could be 12/05/2013. (The ******** service only delivers in the area every two weeks. Consider my schedule and that I have to be available ALL day, the earliest the ******** at could be is the 12/05/2013.) ******** confirmed via email that she had made no attempt to schedule a ********/pick up off missing/damaged ite**. 11/10/2013 ********/IKEA sent an email stating she had scheduled ******** for 11/21/2013. She had not contacted me with available dates. She disregarded my email from 11/07/2013 that stated the earliest the ******** could be scheduled for was 12/05/2013. I immediately emailed ********/IKEA back and restated that I was NOT available on the 21st and the ******** could not be before the 5th of December. 11/11/2013 ********/IKEA sent a confirmation email that she will change the ******** date to the 5th of December. 11/12/2013 Received two emails from ** ********* **** ******** [IKEA’s ******** service] stating that my order number ********* would be delivered 11/21/2013 between 10am and 10pm. 11/13/2013 I sent an email to ** ********* **** ******** (regarding order number ********* from IKEA **********, VA) that I was not available on 11/21/2013. ********/IKEA had said it would be scheduled for 12/05/2013. 11/13/2103 ** ********* **** ******** replied back that they are unable to authorize a change in ******** date until IKEA ********** submits a change. To date (today is 11/15/2013), none had been received from IKEA **********. 11/15/2013 donotreply@ikea.com - an email notification that order number ********* has been shipped via *****. We have a post office box. You cannot send a ***** package to a post office box. ******** ********/IKEA never mentioned this order number or that something would be sent via *****. ********/IKEA has set up two deliveries for failure. Neither ***** nor ** ********* will be able to deliver as scheduled. ********/IKEA has set up two failures with the intent to CHARGE me for both failures. On 10/18/2013, ******** sent an email to me. I quote from her email, “Please keep in mind, If the ******** company is unable to get a hold of you and this ******** is attempted, a re-******** charge will apply.” I have already been in touch with the ******** company ** ********* **** ********. They cannot make changes based on my say so. Only ******** can authorize a change. So in addition to IKEA setting up two deliveries to fail (***** 11/15/2013 and ** ********* on 11/21/2013), IKEA continues to delay resolution to this ongoing problem. I have spent more than five months so far trying to get resolution and my refund. At this point, IKEA should refund the first shipping charge.

Desired Settlement: 1. ******** of missing ite** that were paid for more than five months ago! 2. Pick up of the wrong ite** that were delivered/added to the order by the store. 3. My REFUND!!! The refund is several thousand dollars! 4. A refund of the original ******** charge.

Business Response:

**. ********,

******** ******** has been in contact with you since this incident happened.  Your ******** is scheduled for December 5, 2013.  When we recieve your goods back on the following Monday is when we will do your refund.  At that time you will be emailed with a copy of the return reciept.  If you need any further assistance please contact ******** ******** in reference to your order.  She is the case handler for your particualr case.

 

 

Thank you,

***** ********

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

1.  There were items that were paid for 07/04/2013 that have not been received and will not be sent out.  There is absolutely NO reason to delay (again) the refund of those items.  ******** has had a list of those items for months.
2.  The failed ***** ********.  I contacted ******** and asked what the "*****" ******** was and pointed out to her that you can not send something ***** to a post office box.  ******** informed me that ***** said they delivered therefore it was delivered.  If it really wasn't delivered, IKEA would receive it back.
To date, I have NOT received anything via *****.  And I can NOT receive anything *****.
No other arrangements have been made and communicated to me on how I will receive the handles that were shipped via *****.  [Based on ********'s email remarks, the handles can ONLY be shipped via *****.  If I can not receive a ***** shipment -- and I can not -- then I will not get my handles.  This is unacceptable.]
3.  A ******** is scheduled for 12/05/2013.  That does not guarantee I will receive the missing items or receive a credit card or check refund for all of the returned items.
4.  This issue has not been resolved in full.  As of this moment, there has been no visible progress.  Please IMMEDIATELY refund the money via paper check for the items that were paid for and will not be delivered.  ******** has the list.


Regards,

**** ********








Business Response:

***** ********

11:39 AM (21 hours ago)
tome
 
 
 
 

**. ********,

 

     I have received the handles at the store and will mail out them to your PO box.  I still have not received an email from you in regards to the price adjustments as well as any other discrepancies that you may have.  Please email me at *********************** so we can get this resolved.  If you have other concerns please included them in your email to you me.

 

Thank you,

 

***** ********

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Issue unresolved.  Still.
Will be resending the email with the list of things missing/to be returned again.
When the issue(s) is resolved, to include receiving the refunds, I will then accept the response/close out the complaint.
I hope we can resolve this within the next month.

Regards,

**** ********








4/14/2014 Delivery Issues
4/14/2014 Problems with Product/Service
4/9/2014 Advertising/Sales Issues
4/8/2014 Problems with Product/Service
4/3/2014 Delivery Issues
4/1/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/28/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/17/2014 Problems with Product/Service
3/13/2014 Problems with Product/Service
3/12/2014 Problems with Product/Service
3/12/2014 Problems with Product/Service
3/8/2014 Problems with Product/Service | Complaint Details Unavailable
3/6/2014 Delivery Issues
3/5/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
3/2/2014 Delivery Issues
2/27/2014 Problems with Product/Service
2/21/2014 Problems with Product/Service
2/12/2014 Problems with Product/Service
2/12/2014 Problems with Product/Service
2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We attempted to return products purchased from IKEA for a store credit and IKEA rejected the returns stating the items were discontinued. We escalated our complaint all the way to the store manager without any results. They were extremely rude and thick skinned in their treatment of us as no matter what we said made no difference. This IKEA store is engaged in shady business practices to deny the customers refund or store credit by making excuses and stating that the items are discontinued when they really are not discontinued and as we understand it, from another IKEA store in Ohio, they can look it up on their discontinued items list to identify and process the refund or store credit. They had no right to treat us in this way. Product_Or_Service: Galant file cabinets and light fixtures

Desired Settlement: DesiredSettlementID: Refund Refund or store credit.

Business Response:

I have confirmed with the Customer Relations Manager at IKEA ******* that the merchandise the customer was trying to return was discontinued.  The cusotmer also did not have a reciept and refused to allow the store to look up his receipt.  This is why the return was refused.  We consider this matter closed as IKEA will not accept the discontinued merchandise without a reciept.  thank you.

2/10/2014 Problems with Product/Service
2/7/2014 Advertising/Sales Issues
2/7/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Missing parts on a bedframe. Called multiple times, rude people hung up on me, won't help me with the missing parts, keep sending me non personalized canned emails. Nobody really cares, would like to keep my money.

Desired Settlement: They either need to supply missing parts or refund me.

Business Response: IKEA ******* has spoken with the customer and determined that he had old assembly instructions.   they are sending brackets from a display bed to him.  this should resolve his problem. 

2/1/2014 Advertising/Sales Issues
1/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two complete bedroom sets from IKEA **********. Most of my furniture in the house is IKEA. The two mattresses King and Full are affecting our backs and necks. It's reaching a point where its unbearable. We tried everything to fix the issues, but with no success. We reached out to IKEA for them to honor the warranty. They want us to pay for delivery both ways and there is no guarantee that they will honor the warranty. Basically, throwing away the mattress is cheaper for us than what IKEA is suggesting

Desired Settlement: I'm not sure how they can resolve this issue. The mattress is basically uncomfortable and like a valley in the middle

Business Response: We have left a message for the customer and are waiting for their decision/response.

1/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a product at the IKEA store based on the dimensions that they advertised. I purchased the GORM shelf which they advertise as being 13 3/4" D, when in reality the shelf is only 12"D. We only discovered this once we got home. I contacted customer service at the store and the corporate customer service and notified them. In both cases they refused to do anything about it. They are misleading customers based on these dimensions, and in our case, the product is useless to us as we had something of a specific size to fit on the shelf and it does not fit. The item we have is 12 1/2" D and does not fit on the shelf. We drove 2 hours to the store to make this purchase, so now we will have to make another 4 hour round-trip to the store because of their error. We did not measure the display in-store as we were going off of the advertised dimensions and online purchasers would have only what they say the dimensions are to go by as well.

Desired Settlement: They have these dimensions posted on both their website and in the stores. Please make them change this so others do not have the same dificulty we did.

Business Response:

**. ****,

 

  I am sorry about any inconvenience this may have caused you.  I did some reasearch on this product and reached out the manager for that area.  This is the first case on finding out the measruements are not up to our standards.   This matter will be given to the appropriate people to make a change.  Thank you for taking the time in letting us know that the measurements were not accurate.  If you need further assistance on this please feel free to contact me.

 

 

Thank you,

***** ********

1/24/2014 Problems with Product/Service
1/22/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service
1/19/2014 Advertising/Sales Issues
1/16/2014 Problems with Product/Service
1/16/2014 Problems with Product/Service
1/15/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service
1/13/2014 Delivery Issues
1/10/2014 Problems with Product/Service
1/9/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service
12/31/2013 Delivery Issues
12/23/2013 Problems with Product/Service
12/9/2013 Problems with Product/Service
12/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Delivery incomplete. Several items not delivered, some left in building lobby because they refused to take them up the stairs. When I tried to rectify the issue through customer service, I was given the run-around, told to call different numbers, forwarded to local directory assistance, told I would receive a call back and did not, was lied to, promises were not kept and ultimately I wasted hours of my time. Due to the short time frame of my kitchen remodel and available labor, I had to re-buy the missing parts.

Desired Settlement: Refund of delivery fee as promised. Refund for two sets of Akurum legs for base cabinets that had to be re-purchased in order to complete project.

Business Response: November 14, 2013

Dear ****** ********:

IKEA College Park has received the complaint made to the BBB by **. ****** on 10/9/2013, This letter is to inform you that IKEA College made several attempts to talk to **. ****** about his case, ************ (in regards to his home delivery fee). These attempts were unsuccessful due to not hearing back from **. ******. Should **. ****** want to rectify his case, he can contact IKEA at ###-###-#### to discuss his case.

Should you need any additional information, **. ********, please feel free to contact IKEA College Park at the above information.

Thank you,

12/7/2013 Problems with Product/Service
12/6/2013 Problems with Product/Service
12/6/2013 Delivery Issues
12/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Sultan Hallen spring mattress from Ikea store in *********, NJ in 2011 for $279. The mattress was suppose to have a 7-25 year warranty, which was confirmed to me by Ikea customer service. The mattress springs broke only after two year of usage resulting in the mattress losing its shape and rigidity. I called Ikea customer service and provided them with details of the damage and asked about the next steps. The customer service told me that such an issue will be covered under warranty, however I will need to take the mattress and the purchase receipt to the store where I initially purchased and the store manager will be able to replace the mattress. They were also able to provide me with a copy of the original receipt, as I had lost mine, from their systems and indicated this copy would be sufficient in serving as evidence of my purchase. On Nov 3, I rented a truck and took the mattress with the receipt to the store to get it replaced/repaired under warranty. However the store manager, ******, refused to honor the warranty. She claimed that as the mattress was not kept in a mattress cover and as such she will not honor the warranty. It should be noted that my issue with the mattress was not with mattress fabric, its aesthetics or any other aspect, but its functionality, which was impacted by broken springs inside the mattress. I explained to her that while a mattress cover will keep it clean, it would not have changed the fact that the springs are broken. Needless to say the manager was unsympathetic to my complaint and refused to honor a written warranty. I was forced to purchase a new mattress for the same amount as I had to replace the broken mattress.

Desired Settlement: I would like Ikea to refund me the money for either the original mattress the purchased in 2011 or for the replacement that I purchased on Nov 3 from Ikea in *********, NJ

Business Response:

Hello,

We are sorry to hear of the difficulty this customer had with the mattress and with our store.

A manager from our ********* store, ****, contacted the customer on 11/8.  She asked the customer to email her a copy of the receipt and the matter will then be escalated to the head of Customer Relations in our ********* store, *******.  This information has been documented in corporate case  ************.

There are no further notes or cases, so I'm assuming **** is still waiting to hear from the customer.  Her email address is ****.****************.  Please have the customer email **** the most recent receipt so we can proceed.

Best Regards,

********

******** ******* *******

Customer Relations Manager

IKEA US Service Office

420 Alan Wood Rd., Conshohocken, PA 19428

Tel: ###-###-####, option *

Fax: ###-###-####

Email: ********.****************

Web: www.IKEA.com

 

12/2/2013 Guarantee/Warranty Issues
11/29/2013 Problems with Product/Service
11/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family have been an IKEA customer for a very long time. Every year, we purchase the “Crayfish Party” dinner and Holiday dinners hosted by IKEA. On the evening of Friday August 16, 2013, we came to the IKEA crayfish dinner that we eagerly awaited for. Little did we know, this celebrated family event turned out to be an "experience of a life time". Both my wife and I fished our business meetings early and picked up my 2.5 year old daughter. The 3 of us arrived at IKEA **** **** a little before 7pm. We asked a young lady to help us with finding a seat. Later on, we found out she is the restaurant manager *******. ******* took us inside and looked around and told us there is no seats available. Why would IKEA sell more tickets than there are seats? I also looked around and found 4 rows of empty tables which are able to fit 8 customers on each table. So 32 empty seats at various spots. ******* said these tables are reserved for larger groups. However, we certainly cannot eat standing up especially with a 2.5 year old. While she was in a hurry to leave us, ******* said my only option is to share a table with another ***** family. The problem is the table is a small table already occupied with 3 people in the middle of their dinner with many plates taking 80% of the table’s surface. While we are silently considering her suggestions, ******* bluntly left us standing in the middle of the restaurant within 2 seconds after she proposed this option. So here we are, a family of 3 standing in the middle of the restaurant, staring down another innocent family of 3 sitting at a small table, also staring back at us. At this point, I am feeling pretty much abandoned and cheated. After a few minutes standing with no help. With the consent of another restaurant employee, we sat down on one of the empty seats while my wife is getting some food. At this time, ******* came back and asked me to leave the table. I told her the table she originally proposed was not going to fit 6 people. How can my family eat without a table? ******* became quite aggressive and pull out her walkie-talkie. The series of statement she made really took this "fun” evening to a climax. ******* told me if I did not leave the table, she would call IKEA security and forcefully remove me from the restaurant! As soon as I heard that, I became very agitated. I told her this is no way to treat and threaten a customer. Amazingly, she replied, "This is the IKEA value, family style." I further asked her why IKEA would sell more restaurant tickets than there are seats. The same reply came back, "This is the IKEA value, family style." Drowning in disbelief, I told ******* I cannot take her “offer” to leave the restaurant. While she is pressing buttons on her walkie-talkie, I hurried out of my seat to calm down my daughter who is in tears. At this point, half of the restaurant probably noticed this drama. I held my daughter in my arms, walked around for a few minutes and finally got her to stop crying. I guess since I am standing and not sitting down, ******* the restaurant manager is not calling security to drag me out. At this point, an older waitress came by and we told her the experience with *******. This older lady politely asked a gentlemen to re-locate from table meant for 4 people and sitting by himself. So my family of 3 finally was able to sit down. After the dinner, I ran into a store manager ****** who suggested I leave a feedback card. She states customer feedback is will be thoroughly reviewed and taken very seriously by IKEA management team. So I spend about 20 minutes to write down my special treatment by ******* on both front and back of the feedback form and left my phone number. Until this day on November 1, two months later, I have not been contact by anyone from IKEA. To reflect on this experience, I can't help it to think about the two scenarios. There are 2 tables with customers. One table had a single ********* gentlemen occupying a table meant for a party of 4 (He was very nice and had no problem re-locating); another same-sized table had a family of 3 ***** customers. Why is it OK for 6 ***** customers (2 unknown families) to share a table for 4, while the next table over (yes, right next table) to seat one ********* customer?

Desired Settlement: I'd like to file this complaint against IKEA regarding their unethical selling practice and cruel treatment to their customers. I would like a senior VP of the IKEA chain to thoroughly review this case and make appropriate public apologies. I believe the IKEA chain should not have any excuse to threaten paying customers due to its own negligence.

Business Response:

Hello,

We are sorry to hear of this customer's experience.  I'm sure this incident was very upsetting to him and his family.

Our East **** **** restaurant manager contacted **. **** on 11/6.  He apologized and is sending the customer a $30 gift card along with a follow-up letter.

Again, I'm sorry for all of the problems.  We thank **. **** for giving us the opportunity to assist him and hope we see him and his family again soon in our stores.

Best Regards,

********

IKEA US Customer Relations

11/22/2013 Problems with Product/Service
11/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered from Ikea.com six weeks ago and have twice been given a delivery date but not delivery takes place. I have called customer service twice and was promised resolution and follow up but neither happened. I have also emailed ikea multiple times.

Desired Settlement: I would like for my ordered items to be delivered in a timely manner. If that is not going to happen I want a refund of my purchase and credit for all of my wasted time and effort.

Business Response:

Hello,

We are very sorry to hear of this customer's experience with IKEA Ecommerce.  I'm sure it was frustrating for **. ******* to not receive his order.  The service he was given is unacceptable.  We have addressed our delivery company.

After researching this issue, I discovered that the customer had called in to cancel the order.  Our Ecommerce team has documented his issue into case  ************.  We are refunding his merchandise and delivery fee.  I have asked our Ecommerce team to expedite his case.  **. ******* should see the credit to his account within the next few days.  He is welcome to contact me directly if needed.  My information is in my signature.

Again, we apologize for all of the problems and thank **. ******* for brining this to our attention.

Best Regards,

********

******** ******* *******

Customer Relations Manager

IKEA US Service Office

420 Alan Wood Rd., Conshohocken, PA 19428

Tel: ###-###-####, option *

Fax: ###-###-####

Email: *************************

Web: www.IKEA.com

 

11/18/2013 Problems with Product/Service
11/13/2013 Problems with Product/Service
11/7/2013 Problems with Product/Service
11/6/2013 Problems with Product/Service
11/4/2013 Problems with Product/Service
10/31/2013 Guarantee/Warranty Issues
10/29/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased IKEA product 501.784.11 ( a childrens table and chairs set) and set was missing pieces. Called IKEA and spoke with ***** at the ********** location who stated he would speak to a supervisor to get authorization to resend missing pieces. (side rails for both chairs). Was on the phone for 35 minutes (12 minutes on hold) when the phone disconnected. Called back and spoke with ***. who assured me she would get a manager on the line to assist me. I was again on hold for 6 minutes when she disconnected on me as well. My 2 year old daughter has been waiting for this table and chair set for 3 months. It was a gift and is now useless. IKEA is not taking our calls and is disconnecting us when we try to get assistence. We were sold a useless product with no assistance to get the pieces for the product to complete assembly. This is false advertising as the product was paid for and pieces in question are guaranteed to be included in the box.

Desired Settlement: We would like to receive the pieces needed to complete assembly of the item in question.

Business Response:

**. *****,

 

  We have shipped out the pieces that you need for the completion of your products.  We sent this via UPS and it arrived to your place on October 9, 2013.  If we can assit you any further please send a email to *******************

 

Thank you,

 

***** ********

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a queen mattress and box spring on 8/23/13 and set up delivery by Ikea for the same day. Delivery workers arrived that evening, box spring would not fit up the staircase, so delivery workers called in to their office and took back said mattress, box spring, and legs and support leg from order. instead of a refund to my credit card used, i was send a letter with a gift card for less than the full amount paid, $519. I tried to call Ikea several times to resolve this. Today, 9/25/13, I left a voicemail w/ ******, After Sales Manager at the ******* ****, MD location. My Case # from Ikea is # ********.

Desired Settlement: I would like the full refund $549 credited back to my credit card immediately with an apology from Ikea.

Consumer Response: Fwd: Complaint # *******

InboxxBBB of Metro DC and Eastern PA

Oct 8 (3 days ago)to me---------- Forwarded message ----------

From: ***** ******* <*****.************************>

Date: Tue, Oct 8, 2013 at 11:18 AM

Subject: Complaint # *******

To: "info@mybbb.org" <info@mybbb.org>


I have not heard back from Ikea.  I left two messages and they have not returned my calls.  Please assist, thanks. ***** ** ******** ***** ************** ********* ***************** **********

**** ******************* *********

10/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The nature of this complaint is regarding customer service and lack of. My wife and I purchased one of your expensive memory foam mattresses a little over a year ago. Not trying to be funny, but it would appear this mattress has amnesia. It is already sagging and increasing my serious back issues. In fact, I find myself sleeping on the floor. Any standard mattress, regardless of make, should have at least a five year life cycle before sagging. I have sent three emails to customer service and have no reply. I sent a picture of the sagging mattress with no reply. I would like IKEA to stand behind its product and not merely take $1000 of my money. I am hoping I do not have to start a campaign against IKEA for inferior products. Because it was done on delivery, you do have a record of the purchase.

Desired Settlement: Please replace the mattress or refund the money.

Business Response:

Hello,

We are sorry to hear of this customer's experience and can appreciate his frustration.

The managers in our ********* store contacted the customer on 10/4/13 to work out a resolution.  We were able to find his delivery order to verify the purchase.  As a result, we are able to honor the warranty and exchange the customer's mattress.

Our ********* managers have asked the customer to select a new mattress and will set up a delivery exchange.  The customer is satisfied with the solutions offered.

Best Regards,

********

******** ******* *******

Customer Relations Manager

IKEA US Service Office

420 Alan Wood Rd., Conshohocken, PA 19428

Tel: ###-###-####, option 2 

Fax: ###-###-####

Email: *************************

Web: www.IKEA.com

 

10/17/2013 Problems with Product/Service
10/16/2013 Problems with Product/Service
10/15/2013 Billing/Collection Issues
10/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 08/18/2013, I filed a complaint against IKEA customer service/********** location. IKEA case number ******** from 07/29/2013. BBB assigned ID *******. IKEA's response to BBB was things were being looked into and an IKEA rep would reach out to me by the end of the week (no later than 08/30/2013). It is five days PAST the deadline IKEA gave themselves and we are no closer to resolution. I am missing several thousand dollars worth of paid merchandise, my remodel has been thrown off schedule because I am missing items, and I have a double oven waiting for pick up by IKEA. [*** ordered an electric oven. We can NOT do electric and had emphasized that several times in several visits.] The deadline to do a credit card dispute is today. ******** with customer service (post kitchen sales) still has NEVER called me. AFTER I submitted my complaint, while still on the phone with ********, she ended the call with saying she didn't think it was worth the effort to look for the missing items.

Desired Settlement: 1. IKEA picks up the double oven. *** placed our order several days after we had left the store. She had forgotten we couldn't do electric - only gas. The range that was delivered appears to be gas. 2. IKEA refunds the purchase price of the oven immediately. 3. IKEA delivers the REST of my PAID order. The order was paid in full, in good faith, on 07/04/2013. 4. IKEA refunds the delivery cost paid ($231). The delay in not receiving my order has cost us hours on the phone with IKEA, two days off from work, and costly delays in our remodel.

Business Response:

Dear **. ********,

      We have tried to reach out to you via phone and email on September 23 and September 24 to dicuss what items you need delivered and picked up.  If you could please call us at ###-###-####/**** or emal us at ******************* at your earliest convience.

 

Thank you,

 

***** ********

 

10/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered a *********** Quartz Countertop from IKEA June 23, 2013 for $3,510. Countertop was delivered and installed late July 2013. Noticed defects in surface of the countertop, installation representative told me, the defects will fade within days. The defects did not fade. Contacted IKEA and they sent the pictures we took of the defective countertop to installer. *********** representative came out to my home and declared countertop defective in late July 2013. IKEA installer has not yet provided a resolution.

Desired Settlement: Since IKEA took my money and subcontracted a poor installation service and inferior countertop company they are responsible for this installation. It's been 2 months and we still have received no relief. I want IKEA to stand behind the product they sold me and either refund or guarantee a replacement countertop with an installation date in writing.

Business Response:

Hello,

We are sorry to hear of the difficulty this customer has been experiencing and can appreciate the frustration.

Our ************ store contacted **** and ******* at *******.  The countertop is being replaced this Wednesday 10/9/13.  ******* has communicated this to the customer. 

 

 

Best Regards,

********

 

******** ******* *******

Customer Relations Manager

IKEA US Service Office

*** **** **** **** ************, PA *****

Tel: ###-###-####, option *

Fax: ###-###-####

Email: ********.****************

Web: www.IKEA.com

 

Consumer Response:

Better Business Bureau:

******* removed and installed a new countertop on 10/9/13.  Representatives did a fine job of ensuring my satisfaction with the installation process and final installation.  Matt did a great job with the counter seam, it's nearly invisible this time around!  ****** did a good job as well. 

It's unfortunate that the stress of a kitchen remodel was elevated due to the initial faulty installation.

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,
****

10/10/2013 Problems with Product/Service
10/10/2013 Problems with Product/Service
10/10/2013 Problems with Product/Service
10/9/2013 Delivery Issues
10/8/2013 Delivery Issues
10/4/2013 Problems with Product/Service
10/3/2013 Problems with Product/Service
10/2/2013 Delivery Issues
10/1/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service
9/29/2013 Delivery Issues
9/26/2013 Delivery Issues
9/25/2013 Problems with Product/Service
9/24/2013 Delivery Issues
9/24/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service
9/24/2013 Guarantee/Warranty Issues
9/24/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service
9/24/2013 Advertising/Sales Issues
9/20/2013 Problems with Product/Service
9/17/2013 Delivery Issues
9/16/2013 Delivery Issues
9/13/2013 Problems with Product/Service
9/12/2013 Problems with Product/Service
9/11/2013 Problems with Product/Service
9/11/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/4/2013 Problems with Product/Service
9/4/2013 Problems with Product/Service
9/3/2013 Problems with Product/Service
8/30/2013 Advertising/Sales Issues
8/30/2013 Problems with Product/Service
8/19/2013 Delivery Issues
8/13/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I have made an online purchase from Ikea US of $877, on the 15th of July 2013, involving a full bed-set, sheets and a mattress. I received a message in inform me that I would have my goods on the on the 24th of July and that I would receive a phone call before then to give me a more precise window of time. On the 23rd, at 7:30pm I received a call informing me that I would revive my delivery between 9am and 1pm the following day. On the 24th the delivery truck arrived at 12:55 and did not have the mattress I had purchased (and for which I had already paid). In fact the mattress was not even on the bill of delivery. I then called customer service, and got someone on the line almost instantly. They informed me that they did not know what had happened and would investigate. They also guaranteed to call me back within 48h. Two days later I did not receive any news so I tried calling back. I spent nearly an hour on hold and never get to speak to anyone. I then sent an email to inquires as to what was going on. Later that night (8pm) I received a phone call from the delivery agency that informed me that they had found my mattress and planed to deliver that Sunday between 10am and 2pm. On Sunday at 4pm I still hadn't heard back (they were supposed to call beforehand). I called back the agency and they said that they had "forgotten" to deliver me, and asked if we could reschedule the following day between 5pm and 9pm. Even though it was a work day I agreed. I got off work early so that I could get home before 5pm and waited until 10pm. Afterwards I called them back but never got answered. I have called back Ikea as well and sent them another email none of which have been answered. It has now been over a week since my failed delivery and I have yet to hear back from Ikea, my calls to Ikea and ******** (the delivery company) as well as my emails are not being answered.

Desired Settlement: I have wasted well over 15 hours of my time (at least half of which was unpaid time off from work) waiting for deliveries that have failed to deliver or even show up. I have not been called back by Ikea nor have my emails been answered. I have spent over an hour on the phone being on hold. I initially purchased a delivery service for $99 because I wasn’t able to transport the mattress myself, the rest of my delivery I would have been able to transport from Ikea ********** by my own devices. Because of this I would like for Ikea to deliver and refund the cost of the SULTAN FINNVIK mattress ($349.00) that I ordered.

Business Response: We have contacted the customer.  His shipping fee has been refunded and his mattress delivery has been scheduled for Monday August 5. 

8/7/2013 Delivery Issues

Customer Review(s)

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Customer Reviews Summary

16 Customer Reviews on IKEA US LLC
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