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ikea delivery is failing, what do I say to customer service?

  • Ordered a table and two chairs off the Ikea website without doing my research about the https://www.linkedin.com/pulse/20140325060328-64875646-dear-ikea-your-customer-service-is-terrible and http://www.slate.com/articles/business/moneybox/2013/08/ikea_delivery_nightmare_the_business_rationale_for_subpar_front_door_service.single.html mess Ikea calls a home delivery service. Am about to call customer service a second time. What should I ask for? How should I ask for it? The story so far... First delivery attempt was a no-show. Second delivery attempt came the next day, unannounced, and left me two chairs, no table. The packing slip and shipment tracking info indicated that no additional items are expected. I called customer service, only to hear a recorded message telling me they only took calls starting shortly before I had to go to work and stopping before I got home. I called again the next morning and went through the phone tree to another recorded message that they only took calls related to existing orders starting an hour later. The stated response time to email inquiries is seven to ten business days (apparently down from fourteen), so that's no good. That weekend, I called a third time. After waiting on hold for two hours, I got a customer service agent who promised to ship me the table. He read me a new order number over the phone and promised email confirmation to follow in a few days. Six days later, I've heard nothing further about this alleged second shipment. I plan to call again tomorrow, but I don't know what to say. I would obviously prefer for them to take my money and ship me the table. If they were feeling generous, I think they could even refund me the shipping charges. At this point, their delivery service is negative convenience. Considering the time elapsed and the time I've spent actively dealing with this, I could probably have bought furniture off craigslist and picked it up. But I'm also tempted to cancel the order and ask for a refund. At this point, I have no remaining confidence that Ikea is actually able to deliver a table, and I don't know what I could ask of the customer service agent to reassure me that whatever he promises me will come to pass. At least I know I can recover my money by disputing the charges through the credit card company, whereas if I hold out for a table it seems very likely I'll just waste more of my time and probably never get the table. I would love to hear any relevant experience, suggestions for reasonable demands, and scripts to ask for those things.

  • Answer:

    Initiating the chargeback, including the detail that it's been X days and you can't get a response from customer service, will lead your credit card company to contact them, which may prompt Ikea to deal with you.

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Call your credit card company. Chargeback the cost of the table. Provide copies of invoices and packing receipts for the two chairs. If the table shows up - yay! It's free. Or you can call them and pay for it after it arrives. If it does not arrive, you have not paid for it. They did not confirm the shipment of the table via email in over 6 days. Consider that it is not coming. Chargeback the amount.

jbenben

The CSA has no kind of control whatsoever over what goes on in other departments. Bob, who you talk to on the phone, cannot compel Mike, who is in the warehouse, to do anything. In an ideal world, this wouldn't be the case, but none of us are in an ideal world. Don't rely on a company who promise you one thing but do another. Go for a chargeback. If you give money to a company like this, you're only encouraging them to behave in this fashion. Vote with the only effective vote you have - your dollars. Cast your vote in the only apparently effective way by dealing with the credit card company. Ikea don't seem to care, so talk to someone who will.

Solomon

This happened to one of my kids. Write and fax a letter to Ikea customer service detailing everything and put a hold on the credit card charge. She ended up doing that and got everything for free, about $400 worth of stuff. Any chance this is NYC area Ikea? They are the worst.

kinetic

I'm not sure this will help, but I've had delivery problems as well and learned that the physical store and online store are essentially two different companies, so have no way to talk, share data, etc. Trying to go through a store or calling one won't help. In the end, the only way I got help was contacting the help line on Twitter (make sure you're using a public account they can see, follow the account and they will direct (DM) message you. It took a few days though (years in Twitter time!). https://twitter.com/IKEAUSAHelp

Bunglegirl

If Twitter doesn't work I'd contact http://consumerist.com/2007/10/30/the-ultimate-consumerist-guide-to-fighting-back-revised-edition/. The fact that this is a known issue might make it more interesting to them, too. Also, search their site to see if they've ever help resolve an IKEA delivery issue.

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