Great service till you try to buy it!!
I used a ikea instore designer to plan mu kitcken. She was very good, and I was very happy till I went to purchase, which required a scheduled phone appointment which was also ok if a little time consuming. Unfortunately 6 things were put of stock so I can't purchase them and have them delivered. I registered for a sms notification about when things arrived. I never got any. My original delivery didn't show up and I got a call at 5pm on a Sunday to day it wasn't coming.tirms out I'm going to have to pay for at least 3 separate deliveries and ge...t on line and check stock levels for the next 3 or 4 wks to finish my order.. oh and when I rang them some things on my plan they drew up are no longer in stock. I'm already half way so I can't stop now but I would not recomend Ikea till they get their systems better organised. I've done several kitcken never had do much time wasted. I don't recomend Ikea.
Exceptional Customer service
Amazing staff at outside collection point,so impressed with the girls at point of contact and can't say enough how helpful the staff were, in these covid 19 times these staff members are making the best of it ,ill be back IKEA great job,great staff,looking forward to coming back.They even were collecting rubbish and trolleys between customer service.
Keep up the good work Adelaide staff.
No customer service
Visited store with intention to purchase kitchen as needed in a hurry. Corona virus precautions in place so i had phoned day earlier to check staff availability. However I was berated by 2 staff for not making appointment then told not to bother as staff contact face to face was about to be cancelled. Told to plan my kitchen myself at home. I fully support precautions but I did not appreciate the way I was treated, the condescending manner or the sarcastic comments. I left and purchased elsewhere. Don't usually shop ikea and have zero plans to return.
- SA, Adelaide
- Verified customer
Kitchen doors defective
We are heading back for the third time in less than 5 yrs to get replacement door and drawer fronts. We were only able to get in touch with IKEA after sales service after we escalated our issue to the SA Consumer Bureau.
Discrimination and Abominable Service
For a vision-impaired person IKEA is a nightmare. Signage is small and it is hard not to think that it is deliberately misleading. Once you're in the store you are not meant to leave, that's for sure!. Staff obviously struggle to provide any sort of customer service given the confusing environment and tricky management . Heaven help the customer if the store is 'short-staffed' - this appears to be a licence to just give up and be downright rude. Whatever, shortcomings are clearly the customers' problem, not IKEA's. And then there's that tricky little matter of most of IKEA's billion dollar profits being sent off to that tax haven, LUxembourg. Grow up, IKEA
Excellent product, horrible delivery and wonderful installation by contracted builder
It's important to say upfront that we are delighted by the final product ...well, almost final product (that's part of the story). The design assistance was first rate and undoubtedly gave us a kitchen that is far more well organised and attractive than we could have managed alone. The cabinetry is of good quality and the overall cost was less than other comparable companies. The commercial services staff of IKEA were pleasant and helpful. The PazStone SA company linked to IKEA that provided the stone benchtops and glass splashbacks did a brill...iant job. The plumbing and electrical company, Horsman's, linked to IKEA, sent great staff who were polite and careful. Most importantly, the installer we chose who is also linked to IKEA, John Ozzella, was absolutely outstanding! Without his thorough, calm attention to detail, the experience would have been very different. We cannot stress enough that, if you are going to buy a kitchen from IKEA and are not installing yourself, you must try to get John O as your installer/builder! Delay starting the kitchen if necessary to get him. It will be worth it! All of these positive elements are worth noting. However, there are several features of the IKEA process that were very poor indeed. 1. We were pushed very hard by IKEA commercial and retail staff to sign the contract for purchase and delivery asap, despite the fact that we soon discovered a number of crucial bits of the kitchen were out of stock. Please make sure that all the parts of the kitchen you buy are in stock and can be delivered and delivered at the same time. Otherwise you will, like us, probably find that you wait weeks before your kitchen gets started and/or gets finished. Ours has taken more than 5 weeks so far. Even three weeks without a kitchen is difficult and stressful. 2. Secondly, you may well find that delivery is incorrect. We got sent bits that were not part of our kitchen and/or bits were missing. We are now on the third round of deliveries, trying to get the right bits. In short, the 'just in time' nature of IKEA's storage of items means that often not all kitchen items are in stock. Their warehouse 'pickers' who collect items for delivery must be very overworked or don't care because we had to spend a lot of time going back and forth to get all the necessary parts of the kitchen. 3. Thirdly, you will have to be a 'project manager' as once you have signed to purchase an IKEA kitchen, it is then up to you to organise and prompt all the different workers who actually deliver and install the kitchen. There are a lot of different staff units, companies and processes involved. IKEA is pretty hands-off once you have bought their products. You may need to consider if you have time or energy to do this project management. Other companies offer a combined service including products and tradespeople in one package which they oversee. This is a more costly option but no doubt easier in some ways. We found the loose and fragmented set-up of IKEA kitchen delivery and installment was demanding and kept us on our toes. You have to keep an eye on everything. Overall, would we do it again? Yes, because it was quite a bit cheaper than other companies and the result is great. But, we would do it when we had little else happening in our lives and we were able to be pretty single-mindedly focussed on kitchens. Quite a lot went wrong and it took way longer than we were told about or prepared for. And just to reiterate, John Ozzella, smoothed many of the difficulties considerably. He is very good at keeping the work on track and made the messy process much easier to put up with. Plus if you are going to a builder in your house for many days from early in the morning, it really helps when that person is pleasant, responsive and concerned to do a good job.
Hate the stone contractor you use!
The stone bench top company IKEA contracted is disorganised and the lady who pick up the calls is rude.
I booked online as it is instructed, the lady called me a week before my booked date to confirm that my kitchen is installed. I said my kitchen will be installed before my booked date, I can send them a picture one day before the booked date, so they can be sure it's safe to do the measurements on the day.
So once my kitchen is done, I called her, send her pictures. She told me "good, but we are fully booked until 7 days later." EXCUSE ...
Too long phone wait time
Faulty part of Hemnes Console so I chose to .... Jan 7th 2019 rang the supposed number for Adelaide IKEA ie 08 81544532 only to be transferred to the national call centre. Listened to the options and waited 40+ mins of their annoying music then gave up.
Canceled online order only delivery fee refunded
Placed an online order on 20/12/18 and found out price dropped on the next day, contacted customer service and canceled order and said will be refunded in about a week time. A week passed only refunded $9 which is the delivery fee? Called customer service waited about half an hour no answer and call disconnected, rang again now waited about an hour still listening their music!
thought l might shop on line as ikea trip is a round trip of 50k after spending ages on their last century website found no paypal option and they dont deliver where l live complete waste of time why pretend you have online presence when you dont!!!!
- SA, Adelaide
- Verified customer
Delivery service - Customer Service
Am new to IKEA and have been reasonably happy until now (one call to customer service, gave up after being on hold for 30 mins) am now on 2nd call (on hold for 15 mins so far) - had notification item has been delivered but it wasn’t due until tomm (when I would be home to accept) Have got home and delivery not here - would just be nice to talk to someone....and make that another 30 mins on hold - an hour all up - not acceptable
DO NOT PURCHASE ONLINE!!!!
Do not purchase from Ikea online. They take your money, give a false delivery time then don't deliver the goods. The call center is a joke as there is no call center, you are just put on hold until you give up! They are an absolute joke. They have given me automated responses to my questions, when they feel the need to get back to me. I have lodged a complaint with consumer affairs and lodged a dispute with my bank to get my money back.
- SA, Adelaide
- Verified customer
Online shopping/delivery is a waste of time
I ordered a hall table online and scheduled delivery. Delivery never showed up on scheduled day. No notice or reason given by Ikea. Called numerous times and waited 30-60mins before giving up. Sent an email, no response. 4 days since the failed delivery and I decided to give them one last call before going to Consumer Affairs. Miraculously, I got through after 40mins on hold. Explained the situation and said i wanted to cancel order and get refund. The staff member I spoke to sounded relieved when I said I wanted to cancel the order as though i...t is much easier to cancel an order than actually deliver one. He said the order had already been cancelled because the hall table was DISCONTINUED and not available for purchase (then WHY was it for sale on the website???). He said they were going to call me back in 3-5 days to process the refund. Apparently they need to get me on the phone and I give them my bank details for the refund, they can't just process the refund there and then??? I will be genuinely surprised if someone actually calls me back. WTH kind of service is this? I will NEVER shop online or in store with IKEA again. This company is a joke. Don't even bother. I wish I could give them less than 1 star but it seems 1 star is the minimum on this website. UPDATE: no one ever called to process the refund despite me calling again and again. I knew these people were scammers. Eventually I had to go down to the Adelaide store in person and demand a refund (very inconvenient as I live more than 40 km away from the Adelaide store). I told them if I didn't get my refund I was going straight to the police to file a complaint. Miraculously, they were suddenly able to process my request. I had to wait about 30 mins for them to process the refund but I finally got it. Never got an apology. Completely inconvenienced and infuriated by my experience. I will NEVER shop with IKEA again in my lifetime.
- SA, Adelaide
- Verified customer
Not accepting responsibility for their products, deleting reviews
Bought 12 of their new INTAGANDE 26cl glasses for $1.99 each. These did not even last one wash in the dishwasher at 45C. 8 of the glasses were completely shattered with small glass pieces all over the dishwasher. The 4 that survived, are chipped and cracked.
Contacted IKEA, person on the phone absolutely refused to believe that this had happened. As there were no products to return (because 8/12 glasses were shattered into tiny pieces), they refused to refund me, even though I have the receipt and the glasses were only bought a few days ago. ...
I have been nothing but frustrated with trying to do an order online (I'm from the country) and then having a friend pick it up for me in Adelaide! I have tried the phone numbers to Ikea and have been on hold for 21mins the first time and then 25mins the second time. The only reason I keep trying is I have already purchased the vanity cabinet and brought it home, now I desperately need the tap, legs and strainer (which were all out of stock at the time of purchase). surely with such a big company you could make it easier for the country folk and have enough staff to man the phones? I am now starting to wish I hadn't bought from there.
- SA, Adelaide
- Verified customer
Love our self installed kitchen
We purchased a Bodbyn kitchen from IKEA Adelaide for self-installation. My husband is a retired cabinet maker and he was extremely impressed with the quality of all of the components. We designed the kitchen ourselves using the online IKEA design tool, which is pretty easy to use. After signing up with IKEA Family we received a complimentary 2 hour design appointment so we could do the finishing touches to customise our design. On the day we went in to place the final order we coincidentally received an email with an offer for IKEA Family membe...rs which gave us $150 gift card for every $1000 spent on a kitchen - what a bonus! Delivery was smooth, on time, polite delivery men. The stone bench top order also went without a hitch. Love my new kitchen. IKEA exchanged/refunded any items easily, no questions asked. Very good company to deal with. Can see why they've taken over the world. No complaints at all.
Never using IKEA again
Purchased a 2 seater sofa 6 weeks ago as a click and collect, no extra charges. Decided to buy another one and this time there was a $20 service charge!!! Phoned to complain (no email contact available) so had to wait 20 minutes or so and was told SA now has the same system as the eastern states who apparently charge $40 if your item is kept out the back. SO YOU HAVE TO PAY $20 EXTRA FOR CUSTOMER SERVICE!!! Not for me thanks.
Brought some clothing racks and boxed for the racks, easy to build and work well!
Sucks that you have to walk through the entire store though instead of just going straight to what you need.
IKEA POOR SERVICE
Adelaide Online system is terrible some item you can buy on line others you cannot ???? Why when told in store I can order online. Tried to phone them 45min and still waiting after 3 tries had to return to store. After delivery which was a great service I had to call re help assembling. Again did not answer the phone. IKEA if you keep this up you will loose clients. Dont think that we will remain loyal because of your products, the service is very important too. Please employ more phone staff it will help you survive.
I nearly cancelled my order.
- SA, Adelaide
- Verified customer
Very bad customer service
i went to IKEA Adelaide to buy a child's single bed ensemble called SLAKT. i looked on line and made sure i had the correct part no's as there are 5 packages i went straight to package area and found bed section straight away aisle 21 this is great, there was an IKEA PERSON in the aisle and i asked him if he could help me find my SLAKT packages i showed him my part nos he was not interested at all, And said there too many SLAKT products and i would have to go to the help desk. He then walked off, I was amazed then angry, if it wasn't a presen...t for my grandchild i would of just walked out of the store .but i decided to persevere and went looking for another IKEA person I found one he was very helpful and gave me the correct location of the part nos. BUT hears the thing i am 72 years old and disabled and would have appreciated some help but was left to struggle with very heavy packages on my own. the first rude IKEA person was still in aisle 21 but down the end and had no intention of helping me. anyway got my trolley loaded went through checkout I decided i would ask for some help to load my car. went up to 3 IKEA staff who were chatting away OH we don't do that, you just go outside and press a red button someone will come and help you load your car well. after 15 minutes in a very cold winters day i saw someone pushing trolleys around and i asked him if he would help me and he did .But my feelings are terrible service and certainly wont be going back any time soon
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