Much as I couldn't stop raving about Ikea's amazing collection and fabulous designs, I must admit that their customer service sucks.
After being mooney-eyed about their furniture, I bought a whole bunch of stuff. We opted for home delivery service. The goods arrived on the promised date. However, the delivery guys were so careless that they ended up scratching the walls while taking the mattress into the bedroom. To make matters worse, they forgot one package. They were not even willing to check the number of items they need to deliver. We had to go through the list and remind them of the missing package. And this was only the beginning of our troubles.
We called the Ikea customer care number and the IVR put us on hold for almost 20 minutes. As soon as you dial in, an automated response tells you that all the agents are busy and that the wait time is 15-20 minutes. If this was a one off case, I wouldn't mind. But this happens every single time I try calling them. If you know that at any given time, more customers than you can handle need assistance, as a business it is only natural for you to fulfill your duty of providing additional agents to provide support.
After waiting for what seemed like an eternity, we finally spoke to a rep who said that they would be conducting a ware house wide search and would deliver the item in 7 days. I wouldn't have complained if this was the case. But 7 days passed and nothing happened. I called them again. This time they told me that an agent would call me the next day at 10 am. If they don't I should contact a particular extension. As expected no one called the next day. I tried the extension and it went to the voicemail box . I left a message requesting for a call back. Again, nothing happened. I tried the next day-no result.
Now, I thought of trying their online chat. This turned out to be worse than the telephone experience. The chat just wouldn't connect. I kept getting the message that all agents are busy and I need to try later. After a couple of hours (I'm not kidding!) of trying, I finally got through only to be told that they apologize for the delay and they they would arrange for a call back as soon as possible. What do you think happened? Nothing.
And here I am with no place to sit despite shelling out $300 for a sofa as I'm unable to assemble it without the missing part. I have no idea when my misery will end!
UPDATE: Many phone calls, twitter & FB posts and consumer complaints later, the item finally arrived!
After being mooney-eyed about their furniture, I bought a whole bunch of stuff. We opted for home delivery service. The goods arrived on the promised date. However, the delivery guys were so careless that they ended up scratching the walls while taking the mattress into the bedroom. To make matters worse, they forgot one package. They were not even willing to check the number of items they need to deliver. We had to go through the list and remind them of the missing package. And this was only the beginning of our troubles.
We called the Ikea customer care number and the IVR put us on hold for almost 20 minutes. As soon as you dial in, an automated response tells you that all the agents are busy and that the wait time is 15-20 minutes. If this was a one off case, I wouldn't mind. But this happens every single time I try calling them. If you know that at any given time, more customers than you can handle need assistance, as a business it is only natural for you to fulfill your duty of providing additional agents to provide support.
After waiting for what seemed like an eternity, we finally spoke to a rep who said that they would be conducting a ware house wide search and would deliver the item in 7 days. I wouldn't have complained if this was the case. But 7 days passed and nothing happened. I called them again. This time they told me that an agent would call me the next day at 10 am. If they don't I should contact a particular extension. As expected no one called the next day. I tried the extension and it went to the voicemail box . I left a message requesting for a call back. Again, nothing happened. I tried the next day-no result.
Now, I thought of trying their online chat. This turned out to be worse than the telephone experience. The chat just wouldn't connect. I kept getting the message that all agents are busy and I need to try later. After a couple of hours (I'm not kidding!) of trying, I finally got through only to be told that they apologize for the delay and they they would arrange for a call back as soon as possible. What do you think happened? Nothing.
And here I am with no place to sit despite shelling out $300 for a sofa as I'm unable to assemble it without the missing part. I have no idea when my misery will end!
UPDATE: Many phone calls, twitter & FB posts and consumer complaints later, the item finally arrived!
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