To think that this was a ridiculous conversation? IKEA customer service...

[WorriedWart]

Okay, to cut a long story short, I had two sofas delivered from IKEA, over 3 weeks ago. One sofa was missing the covers.

I have made at least 8 phonecalls to IKEA. For a week we had a scenario where they couldn't send me another one out until they had had 'investigated' to see where the missing one was with the depot. Then they were sending one within a week. It never arrived.

Eventually they decided to give up with the depot and send one with Parcel Force - it was due to arrive Monday. It isn't here. I phoned today and was told by the call canter worker that this was 'system error' (no apology) and that she would re-book for next Monday.

Me: "Is it definitely coming on Monday?"

Ikea: "We never like to say 100%, not about anything. Maybe you can phone back tomorrow and we can see if it on the system".

Me: " I would like you to phone me please - I am fed up of making phonecalls to hunt for the missing covers and I don't see why I should make calls on my phone bill"

Ikea: "Well, I will TRY to remember to phone you but I might not, I can't guarantee that I will remember because the system doesn't let you put in a call back reminder"

At this point, my blood was starting to boil... I was saying to myself "Be polite, she's probably on minimum wage, it's not her fault she works for a shit company & hasn't had any training..."

So, I suggested: "Perhaps you could use a post-it note? You could write on it 'Remember to call Mrs X, she had been waiting for sofa covers for ALMOST A MONTH. Then you will remember to call me back!"

Ikea: " Oh no, that won't work. We sit in different places every day, I don't know where I'll be. I will TRY to remember to call you though but I can't say for sure that I will".

After I put the phone down, I'm afraid I did scream out loud. Can one person really be that stupid?? Or was she deliberately trying to push me over the edge? I don't believe that sofa will ever have a cover. I don't know if I have the mental energy to ever speak to one of their staff again.

Call back. Ask to speak to her boss. And then her boss. And then her boss.

Keep asking until you get someone who can actually help you.

Then write a letter of complaint. And an email.

You were very patient. Have a

My last transaction with IKEA convinced me that I will never buy furniture from them again, although fortunately it is all now resolved, and I have received my refund.

They don't even do Daim bars, anymore!

Agree with Tee. Call back and Make A Fuss.

This is precisely why I buy locally. I know I can pop round and speak to the person who owns the business.

Good luck, I know exactly how frustrating big companies can be, I mean do they really care about one customer?

Wow, she really does sound like hard work!

I've had nothing but good with Ikea. One time, we bought a bathroom cabinet, then lost it in a house move and didn't put it together for a year. When we opened the box, there was no screws etc. Phoned them and told them we didn't have receipt but had no screw pack. 3 days later, it came in the post!

I've had to return stuff without an issue too

Hope they resolve it soon for you

Like others have said, caqll back, email the ceo and tweet about bad customer service and get your friends to retweet.

I sympathise with the poor woman. She was obviously not prepared to commit to what she couldn't promise to do.

OTOH ring up and give IKEA managers hell for not having a system which allows staff enough stability to store a 'to do' list safely.

don't call, write

Ring again, don't worry who you spoke last time, repeat.

Eventually you get the bright one who says, "This is stupid, the system shows you've rung three times already, I'll fix it for you.

Missing fittings appeared in the post two days later.

I fear only 25% of IKEA phone operates actually know how to do anything.

I think 25% is an exaggeration...

I once had an ikea staff member saying, "well, we won't deliver to you. You live in an undesirable area!"
I must admit to smiling at that one.

The call centre work is contracted out and is useless imo. Are you close to a store? Going in and complaining in person might be more successful.

We eventually got an 80 pound delivery charge refunded this way after call centre had failed to do what they'd promised, plus some vouchers and two free meals

Iawn , are you sure they didn't actually say "undeliverable" area?

"Eventually you get the bright one who says, "This is stupid, the system shows you've rung three times already, I'll fix it for you."
"Wow, she really does sound like hard work!"

What she is doing is the the job that she has been told to.

I have worked in call centre's and customer services (haha) and you are told not tomake any promises and be as evaisive as possible.

You are also told to do all that you can to not have to get the line manager on the phone.

If they were allowed to, she would have her own memo pad that she wrote down all next day business on, but obviously Ikea wants to have it's customers that can manage to, phone back themselves.

I hate the way that min wage and no training is quoted, you can only do what you are allowed to, according to company policy.

Then you've worked for horrible, non-customer service orientated companies, Birds.

I wonder how many are still in business?

Because I started my career in CS. And was given the power to actually help my customers.

Then you've worked for horrible, non-customer service orientated companies

I have worked for Abbey National (now Santander), Barclays, QVC (which were good) and littlewoods (but we were told to be evasive when handling non-delivery queries). I did other campaigns, as well.

Ironically enough, TJ Hughes were good, but they are out of business.

I have worked in several call centres and always been expected to do all i can to help customers.

I worked in customer service and was required to be as helpful as possible, giving correct delivery times and 'diarising' follow up checks.

You need to speak to someone with more authority OP.

Corporate customer service get's on my wick.

In the modern world though, there is a way I've found to get satisfaction.

Tweet about your woes mentioning Ikea representatives who have twitter accounts in your post.

The only thing I post on Twitter/Facebook are complaints to companies (very rare, but the only thing) and it works like a charm.

twitter.com/IKEAUK_Press

Is the one to tweet in this case.

I've worked in customer service roles for k big bank and was never allowed to call people back or even take ownership of problems meaning customers would have to start from scratch every time.

Also a way I use Twitter, Slobby. It's very effective.

Make sure you @ after your post so everyone on your list sees it, not just the person you are @ too.