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Paul of 178 Dalmeny Road, NY May 1, 2006
Paul of NY (05/01/06)
On Janaury 16, 2006 I placed an internet order with IKEA for an "ANEBODA" model bed, article #S59825491, for a price of 119.00. I understood at the time of the order that the price did not include delivery but that IKEA would contact me within 5-7 business to provide the exact total cost. The order I placed was for delivery to my daughter in Albuquerque, New Mexico. Afetr three weeks I made my first call to inquire about the status of the order. After a couple of calls I was finally quoted a price of 180 for the delivery by truck. I provided my approval.
At that time they said delivery would be by tractor trailer truck. I replied, okay, but I reminded them that the delivery was to my daughter in Albuquerque, New Mexico and that they would have to contact her to nake delivery arrangements. I provided them with my daughter's cell phone number. They said okay and that delivery would be made by the middle of February. Several weeks later I called my daighter to see if she had heard from Ikea and she said she had not. I called IKEA and they told me that the order had been processed and that the bed was ready for shipment. I once again reminded them to coordinate with my daughter.
Starting to get concerned I called IKEA back the next day to cancel the order but they said it had been released to the delivery company and that delivery should be next week. About ten days later IKEA left a message with me that they were trying to arrange delivery for the bed. I tried calling IKEA back but as was the case every time I called I continually got put on hold for up to 30-40 minutes. When I finally spoke to them they said they couldn't reach my daughter. I told them that they had left a message on my phone but that they were supposed to contact my daughter at the number I had provided and to provide her with a few days notice.
My daughter then called me to tell me that she got a call from the truck driver saying that he couldn't deliver to her address and that she should arrange for a pick up truck to meet her at a shopping center parking lot. Furthermore he was in Albuquerque only for the day and would be leaving for Texas that night. This gave her roughly four hours to develop a solution to this dilemna. to make a long story short, despite sevral panic phone calls we were unable to make this happen. Then began a series of phone calls to IKEA, I think it was Kathy, who replied to my request for a refund of the delivery charges with a firm "no".
It was her position that we accepted the order with the knowledge of whether it could be made with a tractor trailer. I told her that her position was unreasonable. I have dealt with many heavy, oversize deliveries and it is always the trucker who tells me what the limtitations are with respect to loads, clearances, permits, etc. I can't know what else he is carrying, the exact size of his truck or what his exact route will be. It is totally unreasonable to expect the customer to posses this knowledge, therefore I believe I am entitled to a refund. IKEA's alternative was to take delivery from a smaller truck at an additional cost of 400. This would have brought the total cost of the bed to 699. I replied that the mere suggestion was irresponsible on their part. David of Fernandina Beach, FL March 23, 2006
David of Fernandina Beach FL (03/23/06)
Six weeks ago I bought a queen bed, mattress, 2 night stands, an office chair and a desk. Was promised delivery 3 wks ago, the shipping company never delivered, everyone I have spoken to from IKEA's customer service and sales service organization has promised to follow up but has never done so.
Sleeping on an air mattress for 3 weeks, using a garden chair for my office and a packing crate as a desk. Everything else about the move to my new home has been wonderful, Sears, and JCPenny have been phenomenal to deal with as has Crate and Barrel, these are professional organizations who know how to sell and deliver efficiently. IKEA has great commercials a nice catalog, incompetent support people and a non existant delivery process. Anand of Jersey City, NJ February 26, 2006
Anand Singh of Jersey City NJ (02/26/06)
IKEA advertises that foam mattresses are supplied as "rolled" packed. I bought one FOAM mattress (fangebo/king) on 02/22/06 and first checked on website and then cross checked with booking agent in mattress section(jessica) if it is "rolled-packed" and got a positive answer. Made the payments and upon collecting noticed that it was not "rolled-packed". They kept blaming on each other and there was no floor manager to sort this out. They suggested me to collect the delivery and go to "returns" to give it back. I needed to pick the mattress myself in my car (to accomodate my newborn who came 02/07) and so was looking for a prerolled one.
IKEA folks wasted 3 hours of my time on this issue. First they tried ignoring me. My wife called their customer service and they confirmed that it comes prerolled. When I told them this delivery guys kept insisting that website, customer service, booking agent are all wrong. Finally with my father in law's help we rolled it up ourselves to squeeze it in the car and bring it home.
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