Hyun sent a message to Peter Agne President and CEO, IKEA – email address that said:
Dear Mr. Agnefjäll,
I had terrible, horrible customer experience in Atlanta, USA store and I want to share. Because no one should go through this.
I bought bunch of stuffs from the store - over 700 dollars - and ordered it home delivery for 79 dollars. One of them was Melltorp.
First problem: my delivery time slot was between 5 and 8pm. Delivery people called me few hours earlier and came at 3pm. I was out home and I had to call my leasing office to open my empty apartment for them.
Second problem: Melltorp did not have hardware inside. So I couldnt assemble it right away. I called for missing parts but Atlanta Ikea customer service never responds; I have tried waiting 30 minutes twice, for two days. No one ever picks it up.
Third problem: So I had to call through Atlanta admin phone number and was redirected to one of the employees. He promised me that it will be sent. But he also mentioned that its going to take 10 days.
Fourth problem: 10 days was a big no. I paid 79 dollars for a day shipping. I called again and this time, I was then redirected to manager named Darnell. She heard the story and said she will look for the shipping label first. She couldn't find shipping label for the entire day and because she was so late at admitting it, she said I would have to wait another day so that she can wait for Fedex to come to the office. Here's the thing. She said she'd call in an hour. She never did. So I had to call and check it up. This "calling an hour later" thing was already going on for three times in a row. And I was waiting for that missing part for more than three days now, and was enraged how they promised and never sent me - Darnell couldn't find the label at all.
Fifth problem: Because she wasn't able to find it for hours, I told her then just send another hardware asap. But she said because Fedex has already stopped by her office, I'd have to wait a day more for it to ship, and so at least two more days. I said no, because I had already told her if you can't find it, can you just send it right away. Therefore she went to Fedex and sent it to me.
Sixth problem: It did come, but Darnell had requested Fedex that I have to be there present, and sign the package receipt. This is obviously not the brightest idea because I work during days and can't be at home during whenever they might come. I called Fedex first to change, and Fedex told me that it can be changed to evening delivery online. I then called and told Darnell about it. She said she would look into it. And she also said she'll call me back.
Seventh problem: I never got the call. I called them the first day Fedex dropped by. Yesterday was the third day and last day Fedex will try delivering. I called them again and they said they'll look into changing to evening delivery again. But it was already over a week, and because they never changed, Fedex was returning the package to Ikea. I called again, and upper manager of Darnell received it.
Eighth problem: Upper manager said they tried everything, there is nothing to do anymore and shouted what I wanted more when Darnell had tried everything. I told her she didn't, because she did not change the delivery to evening delivery.
Ninth problem: And she was using words like 'adamant' and was treating me like a bad attitude customer. She was even shouting what do you want from us. She also added, I could just go and pick it up myself. As if it was my duty to do so when they aren't even paying for my time or gas. And to make it clear, it was NOT my fault picking up your faulty product, and I've been calling Ikea because I have NEVER been updated what is going on except for one time when Darnell called me from Fedex that she has shipped the package.
Tenth problem: So I got delivery refund from you. I requested it because the manager was shouting what I want more from her and I couldn't bear it anymore. I don't deserve that attitude. I had to go to Fedex for pickup, and to be fair, I spent 30 dollars on Uber for the pickup. So it's not like I have free 79 dollars from you. I would have rather chosen to not get refund and get the parts asap, without any arguments over something that is obviously your fault.
I am sick of tired of this customer service and if you go to Facebook page, you can see many other people complaining over their customer service too.
I deserved to have the hardware delivered asap, and I deserved updates on the situation. I deserved apology. Instead, they shout at me, they send stuff in adult signature required package for home address during the day expecting me to be home anytime when you could have simply just shipped so I could have gotten it anyways, and you make me tell everyone never ever to shop in Ikea. Ever.
I am serious about the last part, I am telling everyone I meet to NOT shop in Ikea ever. NEVER EVER SHOP IN IKEA.
So here is the summary of what happened from Aug 30th till Sep 12th. Unacceptable, unbelievable customer service.
It was my first time being shouted at from the customer service, and that was one of the most horrific experiences of my life. I hope those managers read this too because frankly, caring for your manager is one thing and doing what is needed is another thing. I wanted my missing parts shipped asap, and that was it. And I don't understand how that could have been so hard for them to achieve.
Hyun
