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Review 10/23/2011
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I recently moved from Virginia where i bought a bed from IKEA. Because the bed was too big for my car I paid to have it delivered to my home in Virginia. I left the bed in the box and moved it to South California where my movers attempted to put the bed together. After 3 hours of assembly the movers discovered a flaw in the manufacturing of the bed which made it impossible for it to be put together. So I called IKEA and explained the situation to the operator and requested that a new bed be delivered to my address and the old one be removed. Same bed, no discount or special treatment I just wanted the bed that I paid for. She assured me it should be no problem and that someone would be calling me within 48 hours. I waited the 48 hours, plus a day and decided to call back when I was rudely told that it was not anything that could be taken care of over the phone and that I needed to go to the store closest to me. So I went into the IKEA store in Burbank where I was told that I had to pay for someone to pick up the bed and then pay for a new one to be delivered. I tried to explain to them that I already paid for this bed to be delivered and that I was not going to pay for the same bed to be delivered in addition pay for my defective bed to be picked up. I am the customer and should receive the product I paid for, not dishing out more money because the product I bought was not manufactured correctly. I was told that it was not their fault that Virginia gave me a bad bed and that I needed to contact Virginia. I explained that Virginia told me I had to go to the closest store. They were so rude and I knew I was getting no where. I asked for the number to corporate and I was told to find it myself. After going back and forth with the "managers" for about 30mins, getting no where but rude remarks and rolling eyes I left. When exiting the store I had a gentleman come up to be and identified himself as a IKEA employee from Sacramento and explained that he overheard what was going on and told me I was treated inappropriately and that I needed to contact corporate and explain my situation. He talked to be for about 5 minuets and agreed that I was not asking for anything outrageous and that they should have helped me. I was able to find the number for corporate and called several times and did not get a call back until I left a message saying I was going to the Better Business Bureau if I did not get a call back. I spoke with a woman at corporate who seemed to sympathize with me and told me that the policy states that this needs to be resolved in 48 hours. So I gave it 48 hours and a half of day and I called back to corporate and the woman seemed to be surprised that the Burbank store had not called me back. I asked her why they were calling me when they were the people who were so rude to me and she informed me that corporate doesn't really take care of these issues they leave it up to the store; the same store that would not work with me in the first place. She then told me that someone would call me by the end of the day, which did not happen. Instead, I called the store and spoke with yet another rude customer service person who informed me that I was not their only customer and I needed to wait my turn. I asked about the 48 hour window to respond and she said that the 48 hours was a suggestion and they could get back to me whenever they get a chance. I asked her what the solution would be and she gave me the same crap about paying to have it picked up as before and then said she would call the Virginia store to see what could be worked out and would call me back the next day. Can you guess that she never called me? The only reason I was going through all this is because I needed the storage the bed provided with drawers underneath it because I live in a small space. I have since decided that IKEA does not deserve my business as they clearly don't care what happens to the products they sell once they leave the store or furthermore don't care about the satisfaction of their customers. I spent far too much time trying to reach a solution that just would not come. I caution IKEA customers to know that customer service is non existent at IKEA and that your money would be better suited spent at a company who actually values their customers and their satisfaction and stands by the products they sell.
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