Ikea
Complaint 364261 Details

On Oct 8, I placed an order with IKEA online for an 8 drawer dresser and a 6 drawer chest.I needed it shipped because I recently had surgery and am unable to lift heavy objects.
I work weekdays so needed a weekend delivery and the earliest Saturday delivery I could get was Oct 21, so I set it up. They sent me emails, Order Shipped, Ready to Deliver. I was supposed to get a phone call with the time frame of delivery 4 hr window or 12 hr window but it never happened. Saturday came and I waited and waited and then got an "Your IKEA order was not delivered as scheduled" email.
It tells you to contact Customer Support but doesn't give you a phone number, just a link that takes you to IKEA customer support page that gives you their hours and FAQs. Not really helpful. I search and find a way to send them an email asking why they didn't deliver my items. Within an hr I get a call from the delivery guy saying that one item was damaged and it was IKEA's policy not to delivery damaged items.
He gave me two options, deliver both items and I could take back the damaged one for replacement myself - gee, why would I do something stupid like pay for shipping if I was willing and able to do that? Or have them send a replacement and set up a new shipping date. Well I didn't really have much of a choice and I wasn't going to pay for damaged goods, so I chose the latter option. Then I got an email on Oct 23 with the IKEA customer service number, finally a way to speak to a 'human'.
877-686-6998 it included a pdf with information on the replacement. On Oct 31, I finally get notice that my item has Shipped, on Nov 1, my order was ready to deliver and on Nov 3 I got a call with a delivery window of Saturday Nov 4 between 10am to 2pm. Another Saturday I sit waiting, making sure I have space for the boxes, area for assembly and I realize it's after 1pm, I get a phone call from the delivery guy, he's running late, he should be here by 2:30. What could I say, ok, whatever.
Promptly at 2pm, I get an email from IKEA stating that my items were delivered. Hmmm, No, No they hadn't. So I responded to their 'no-reply' email anyways stating that I hadn't received anything yet. Now, it's 3:30 and still no delivery, I call the delivery guy back and he says he's 7 minutes away.
He brings in three boxes, I said that my order was for 2 items, a dresser and a chest. All he had was one - so I told him that I wouldn't sign for it since it was not a complete order. They packed it back up and took it away. When they leave I call IKEA customer service and speak to Ashley, I had to put pressure to get them to refund both the order and the shipping costs, but finally after speaking to her manager, it was approved.
Note that I'm taking this from her words, I asked for an email stating that everything was going to be refunded but as of Nov 8, I still have not received that email. Nov 7, I check my bank account and still no refund. It is one day shy of a month of this IKEA incompetence and I still have nothing, no refund for an order that wasn't delivered complete. I called IKEA customer service again, demanding that my refund happen NOW.
The initial rep said that there was a 20 minute wait to speak to a manager - their tactics seem to be, annoy the person enough so that they give up - I told her, I've waited just about a month so far and gotten nothing, 20 minutes doesn't matter, so she put me on hold. I was put on hold for a total of 40 minutes of just shy a one hour phone call.
More great IKEA customer service.Then a customer service resolution specialist got online, I explained the whole situation once again to him, he put me on hold and came back saying he'd do his best to have my refund processed the next day.
Nov 8 - still no refund!
Nov 10, still no refund - IKEA is holding my money hostage.