to think this is rubbish customer service?

[Clarinet9]

Should probably start by saying I am not in UK right now, the shop I am talking about is a multinational and nearest one is also overseas from where we are.

Have some furniture (drawers) runners are broken according to website I need to pre-order new ones, I can't just turn up and expect them to be in stock (and since the shop is overseas I need to be sure they are there.)
I email about a month before my husband is going to this country to check they have stock and receive an email from customer services to say they will send me unbroken ones for free, please forward my address.
How fab I think and forward my address.

Finally (3 days after husband gets back) they send me an email saying that they will not post them overseas.

That's rubbish isn't it?

Is it IKEA?

Bingo

so I guess I have no expectation of getting them to stick to what they said in the first email?

Keep plugging away at them. I put a massive complaint in and when I eventually got an email address out of them (after 12 hours of phone calls) wouldn't let it rest til it was resolved.

End result?

Refund on full room of furniture and a gift card

Want the email address?

Do you know anyone in that country that they could post them to? All you need to do then is get them posted on to you? Might be easier than arguing the toss...

Oh flipperty yes please

Really to just have been able to order the stuff and then for my husband to go about 2 hours out of his way and get it OK but to be told they would send it and then them change their mind after he has got back is totally maddening.

My first sentence was
I am in ........

Just to make it clear that I really really needed the stuff to be in stock when he turned up!

Nick no it is several hours away!

Sadly also we can not afford overseas trips from here so have nothing planned
at all

(one of the maddening things I love going on holiday)

Get ikea to post them to a friend in the home country and then all you need to pay is the postage to your country?

IKEA are giving you the parts for free and it sounds like you've had the furniture some time?
They were fab when I broke a piece off my wardrobe putting it together, and it was definitely our fault.

It a was good customer service to agree to send them to you and terrible customer service to withdraw that offer. Yanbu.