- Verified customer
Is the 25 year kitchen warranty indeed fake?
Saved for 7 years. Waited 3 months, yes that's right, (ENDLESS phone calls instigated by us, case number changed 3 times) to finally get an inspection and be told it was our fault that a practicaly brand new sunbeam slow cooker (on feet) had caused the massive crack through our $3000+ benchtop and it's not covered under warranty. Where were we supposed to cook if not in our kitchen, IKEA and Padstone? I hope this helps at least someone. Receipt included.
Don’t put yourself through this!
29/12/18 Purchased a book case + delivery + assembly. Took FOREVER standing in the heat to arrange. Returning home realised it was ‘just’ too high. Cancelled order first thing 30/12/18. Advised I would receive refund in 2 - 4 days. 31/12/18 7am(ish) phone call received- advised delivery en route. I provided details of the cancellation. 18/1/19 I spent a total of 5 hours trying to get through to IKEA. I believe the ‘music’ is designed to send the listener insane. Eventually I was told I would be transferred to someone who would do a direct refun...d to my card. I waited... & waited... & was cut off. Assuming that after my discussion that I would be contacted by IKEA or that the refund would be transferred to my account, I waited... & waited. 28/1/19 I rang again, this time waiting only half an hour. Again I was told I’d be transferred to someone who would provide a refund. This time it worked & the unfortunate person who took my call, called me back to ensure I had got through. Perhaps because I mentioned that if I was cut off this time that I’d be calling fair trading in the morning. So IKEA has had the benefit if +$250 for a month. If I hadn’t gritted my teeth for these 2 LONG phone calls they’d still have it. No more IKEA for me. Service is a disgrace. I wooif this is how they treat their European customers???
Kitchen was meant to be delivered at x day and 15 minutes before delivery time they called to say they where out of stock. So now I have no kitchen as the old one was removed and it’s Christmas in couple of weeks so I have no way to cook Christmas lunch.
- Verified customer
Atrocious delivery and phone service
7 November - Waited all day for scheduled delivery - no show; no notification; over an hour on phone before I could get through.
20 November- Again waited all day for scheduled delivery - no show; no notification; can’t get through on phone (now spent total of two hours waiting to talk to someone)
Cannot believe they are so unprofessional.
- Verified customer
Poor after-sales service and poor systems
We ordered kitchen cabinets through the store. The purchasing process was easy and they promised delivery in a four hour window on an agreed day.
The delivery never arrived during the window, and Ikea didn't contact us. We contacted them and were put on hold for around 20 minutes. They put us on hold several times, and found that our order was never packed and provided to the delivery company and that there was apparently a system error.
They then said stock wouldn't be available until a month later. After being put on hold several times,...we now have another four hour delivery window in two days. All up it took 45 minutes to get through this, and the store has very little flexibility to accommodate customers, even when they've made an error and inconvenienced you. Would advise against using Ikea for anything that requires a wait/delivery, as their customer service for us after they had taken our money was not helpful.
Poor Service on Delivery
I've used IKEA for furniture for some time and recently made a sizeable order ($6500) to furnish a new home. Having had good experiences with home delivery from them in the past, i chose this as the best way to get my delivery, particularly given how large it was. I ordered the goods 3 weeks prior to needing them, everything appeared to be available online, then booked the delivery time. As the day of the delivery grew near, I got confirmation e-mails from IKEA, so assumed everything was on track. That was until the night before the deliver...y when I received two phone calls from an IKEA delivery driver. The first one was to tell me that I'd get my delivery at 7:30am instead of 3:00pm the next day, I wasn't upset by that, it was just going to require some shuffling around of our schedule. Then an hour later he rang back to tell me my delivery wouldn't be coming at all. I was very surprised and asked why, he said 'goods not available'. I asked him when my delivery would be coming and he couldn't help me, just said to ring IKEA. I then did that, and sat on hold for 41 minutes (whilst out at dinner with friends), finally giving up in frustration. I decided to ring first thing the next morning. Our anxiety about the order delivery time was high because we had arranged a removalist to take the goods to our new home the following Monday (this was Friday night), which had cost us more than $2K and was reliant on these goods arriving. I rang at 8am (5 minute wait) and got a lovely girl on the phone quite quickly who set up a case number for me and advised she would speak to the delivery team. By midday I hadn't heard anything, so I rang back, this time I sat on hold for 20 minutes, but finally got through. I was told that my case had been escalated to the delivery team and that they should be in touch with me that day. At 2:10pm I received three e-mails from IKEA all within a minute of each other confirming my original delivery schedule, which I found bizarre. By 4pm I hadn't heard anything so I rang yet again (20 minutes on hold again). This time I got someone who was exceptionally helpful. She spent some time chasing up my order and advised that they would be delivering it the following morning, she checked that all the goods were available and she undertook to get the Delivery Manager to call me prior to 6pm that evening. She also advised that I would be refunded my delivery fee and would get a $100 voucher. I was grateful for those olive branches and was really pleased that someone cared enough to be so helpful. BUT, no one rang by 6pm. I then began to despair that I'd need to call again and sit on hold for the fifth time in 24 hours. Luckily that didn't happen. The delivery driver rang me and advised that they would be delivering at 7:30am the next day. As the time of delivery came around, I was very anxious that we would not get the delivery but we did. Given the size of it, all good were there and the delivery people were friendly and business like. I found this whole experience frustrating. All I wanted was a 5 minute call from the delivery manager to say 'yes, your delivery will be there at a specified time'. Instead I spent more than 2.5 hours making phone calls, most of that time was spent sitting on hold waiting to be answered. The customer service people really tried to do the right thing, but the delivery people were largely unhelpful. I can't understand why IKEA has changed a system that had previously been working well. I will really think twice about ordering goods from them again, simply because of how hard it was to get this delivery. Given I spent more than $6500 I would have thought it would warrant a quick phone call to reassure me everything was ok. IKEA, for a multinational company you can, and should, do better than this.
A VERY USEFUL PLACE TO BUY IF YOU ARE A GROWN UP WITH COMMON SENSE!
The people who work at Ikea are shop assistants, people! If you pay peanuts, you get monkeys - no surprises there, surely? We recently put in our second Ikea kitchen (first one 25 years ago) and it is brilliant. BUT we don't use their design, delivery or installation services. I trained as an Architect before I realised the Public Service pays better, so design is my thing. We have a factory LPG station wagon that holds incredible amounts of stuff so I pick it up. Their installers? VERY variable, but we like to do it all ourselves, I have heard...good and bad reports from those who have used them. We bought most of the stuff on line as we live an hour away and it forces them to get it all together, instead of getting there and discovering they just thought they had it in stock; the purchasing process was quite streamlined but a bit rigid, they don't let you buy stuff that's out of stock so I racked up the mileage pretty fast getting all the things we needed. They don't seem to have much faith in their own system that you can't order in advance for the next delivery of stock? Having said all that, if you want a cheap, high quality kitchen they are the ONLY place to buy. Their system is streets ahead of all the others and lasts forever.
- Verified customer
Still waiting delivery - Shocking customer service
Ordered a product online on 22/06/18.
Had an email confirming dispatchment on 23/06 for delivery on 24/06.
My order number generated an error in the Ikea tracking site.
Contacted ikea customer multiple times but couldn't get an answer.
Had to visit the Canberra store on 27/06. They said it hadn't actually been dispatched and there was a delay for an unknown reason. They stated there was a new customer service center in sydney resulting in delays. He was unable to obtain a response and said he would have to call be back.
Did I receive a c...
- Verified customer
Most terrible Customer service
we bought a kitchen 1 year ago and the sink plugs do not seal. It did not worry so much at the start as we had enough water, but with lack of rain its annoying me more and more. Rang Canberra where we bought the kitchen at the 5.7.18 they wanted pictures, video of plugs that leak water, I wondered how I am supposed to film or photograph this, making marks on the edge to show that the water level goes down. I asked if they are serious about. I asked for the manager who did tell me he had no idea what I am talking about and stated he is not a kit...chen expert. I think any child would understand leaking plugs, but he wanted to send me 2 new plugs, well Canberra is not far from where I live and they are still not here. Will never buy from Ikea again.
Atrocious customer service
If a company rep is reading this. Please reply as a matter of urgency. I simply want my furniture. I just need help. Please help.
If I can't resolve this I will be forced to use social media and call Alan Jones, Ray Hadley on Sydney's talk back station 2GB or even A Current Affair to ask them to get in touch with me.
Purchased online and paid for it. Transaction confirmed at the time and a couple of days later by the bank. I am moving in to a new house and organised a complete household full of furniture to be delivered. The delivery wind...ow being 8am to 8pm. I waited and around midday called to see if they could indicate a time or to find out if they call you before coming. I was sitting in an empty house waiting. I was told that the items were not being delivered because payment was received but not updated with the store by their computer. I tried to ask for them to help. I explained that I was in an empty house. I also explained that I was going to put things together before the family moved in the following week. I also explained that we had 10 people staying with us that weekend as part of mothers day. Including toddlers and a new born. I was repeatedly told that we cannot organise another delivery on an earlier day and that the delivery would be on the next Saturday between 8 and 8. I explained that we had people there. I hung up and called again. This time a woman said that she called the delivery company and explained the situation and that they would call me the next day or certainly Monday. Given the urgency, I started calling after 3pm on the Monday as I need to solve the problem. The phones are all busy. I started calling every number in Australia to see if I could get a number to call. I also called the number of the person I had spoken to on Saturday. All lines have been busy for an hour and a half. I am beside myself and so cranky.
Tearing my hair out waiting for missing kitchen items. It has been 7 weeks since paying for everythi
Absolutely appalling situation. In canberra the order was not completely filled for an on-line purchase. It turns out there is no back-ordering system to ensure the missing items are filled. All orders are picked off the shelf and stock is replenished like a supermarket. If your item is not there at the time then you do not get it. I had to periodically check if the item was again on the shelves. I spent two hours trying to contact the help line. I was always cut off after 15 minutes or so with the option to leave my number.
My kitchen is under construction and there is no way I can obtain the missing items and no way of knowing how long it will take for the missing items to return to the shelf. It has been 7 weeks.
Delivery service is suck.
Ordered a double bed with storage, a mattress and a bookcase. Arranged for delivery on Saturday afternoon but the bed didn’t turn up. After rang the store we’ve been told it out of stock. We then rang again on Wednesday this time it was available so we arranged for another delivery on following Saturday morning just to be more disappointed because it never arrived. We rang again on the day just to be told we need to rearrange delivery on the other day because there was a miscommunication between the person who arranged the delivery and the deli...very team so my stock hasn’t been picked in time for the delivery. Later, we again arranged another delivery for the third times for today between 4-8pm. Guess what!! Yes it won’t be delivery again!!! This time the customer service person over the phone said again there was some miscommunication within the store. What’s a joke!! Is this the way you serve your customers?? Shame on you.
- Verified customer
Money taken, goods not received and no assistance from customer service. (IKEA Canberra)
Ordered online click and collect, items ready according to IKEA. Rented a trailer and drove 2 hrs to the Canberra store only to be told the items were not available... grumpy but hey sh*t happens. After waiting on a call from IKEA which never came I called them myself and was told the items are ready for collection. Again rented a trailer, drove the 2hrs to the store... whaddayouknow!! Items are not available!! Complained and was offered free delivery from IKEA to compensate. Not really a compensation but hey I'm easy. First delivery date, no s...how. Called, 40min on wait, told IKEA will call back. No calls from IKEA; called them myself... 25min. New delivery date... AGAIN no show, no message nothing. Just spent 45min on phone waiting, complained (not rudely) and CSR puts me on hold and hangs up!! Called again, explained everything yet again and don't get any escalation... just a new delivery date. This is beyond belief. One tip: DON'T CLICK AND COLLECT!! Worst retail customer service experience ever!
Purchased kitchen from the store. Purchase was slow but we got there in the end. After $8,500.00 plus I have nearly finished BUT I purchased a timber benchtop the first one split so I purchased another one only to find it is so soft and marks so easily it is without a doubt the worst purchase I have ever made. The kitchen looks great but also chips easily and when you return pieces the staff run.
Kitchen installation in progress - VOXTORP
Purchased a full kitchen and I am currently having it installed. I have already made a few trips back to the store to exchange damaged items. No problems with items being in stock and they have happily opened boxes of full cupboards to give us the required replacement pieces.
The main problem is their cover panels, IKEA cupboards are 600mm and doors are 20mm = 620mm. Cover panels are advertised and sold as 620mm, even the boxes are marked as such. Fact: Cover panels are only 615mm and rounded up on all specifications.
We went back to IKEA a...
Uninformed staff, non existent stock
Good pricing that's it! Ordered 3x of wardrobes from IKEA, had to change plans to suit what they had in stock, no problem. Order arrives, missing half the wardrobe doors. Call to ask why, turns out they never put them on the order, why? they no longer sell them and won't transfer from a store that does. So now I'm stuck with all these wardrobes with half a door and no way to fix this and certainly no help offered from IKEA! Asked to speak to a manager and was flat out refused. Thanks to IKEA, will never be back.
Item not in stock, despite website and store staff saying they had numerous items
Having found the item I wanted (bar stool) online and checking that it was in stock, I made the trek to the store (Canberra). When I arrived I found the nearest assistant and asked them how I find the stool I wanted. She looked in her electronic catalogue and handed me a sheet with all the details of the stool and where to find it in the self-service warehouse. So I went to that location and... no stools. The catalogue had said there should have been 10 of them in stock. Assuming I must be missing something, I ask for some help in the warehouse.... They confirmed that I was looking in the right place and went back to the electronic catalogue. Again, he confirmed that there should have been 10 in stock and could not understand why there weren't any physically there. He politely said sorry and that I should try again at a later date. That is not what I would call good service. Having now wasted over an hour of my time, I asked whether they would be offering me any compensation, such as a discount on the stool when it came in. He said no, he couldn't. So I asked for a supervisor as they are often authorised to do things that the floor staff cannot. A polite supervisor arrived about 5 mins later and after getting a short brief from the floor staff, came over to me and made exactly the same unsatisfying apology. Again I asked if they would compensate me for wasting 2 hours of my weekend given I'd done everything right and checked there was stock before leaving home. No, she said, it was international company policy that IKEA don't offer discounts. This is very disappointing as it does not respect the customer at all. Having worked in a service industry many years ago, it it very common to offer discounts to compensate for poor performance. I told that what I really wanted was the stool I'd come for, but that giving me a discount would assuage my anger (I had been calm the whole time) at the experience. Still nothing, except she said she could arrange a free coffee. I really am not keen on wasting more time writing this review, but it is my only recourse given the treatment I received. Not good enough IKEA
Very disappointed with my new 12k IKEA kitchen, I reciently brought the whole kitchen. Only to be told by my plumber that we could not install the draws under the sink as our Australian standard plumbing would not fit. The sales staff did not provide us with this info, even after three visits and 8 hours spent sitting discussing the kitchen!!!!
I would never do it again, they got their money and that's all they care about.
NEXT DAY DELIVERY SERVICE - If I could give zero stars I would
My experience today was horrendous. Not only that I did not get a call from a driver between 30 min to an hour before the delivery of a large purchase I made the previous day, but when I called IKEA customer service, several agents and a team leader refused to help. Not only that they were unhelpful, they were simply rude. One refused to put me to speak with her supervisor after asking her seven times. It was well within the last 30 minutes of the scheduled delivery, and IKEA customer service agent argued how it was not 30 minutes yet, patronis...ing me and treating me with a contempt. Third time when I called just before 5pm, I finally received a call from a driver. He was running late, no apologies, nothing. When he finally arrived well after 5pm, left my goods everywhere. I was meant to check that I received everything and I couldn't - he was too much in a hurry to dump everything and go. I could not check if everything was there and was left in tears with items left in the room where they are not meant to be, far too heavy for me to lift them and place them where they are meant to be. I was left in tears for the service I paid for and received totally opposite
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