Dani Bacic sent a message to Peter Agne President and CEO, IKEA - email address that said:
Dear Mr.Agnefjall,
I have been a loyal customer of IKEA store in Zagreb for the past three years,so far the service have been impeccable,but recently I encounterd some really very poor service created by your employees and partners where I have been humilated and I experienced mental pain due to verbal attack on me.
I write you in the hope that you can persuade your local Zagreb office to honor all terms of its contract with my mother Mirjana Zuvela.On numerous occations I have tried to discuss the situation with your customer service but they are unwilling to cooperate.In short,I can not solve the problem myself,and I want to avoid hiring a lawyer unless it becomes absolutely necessary.
In the separate mail I will sent attached a copies of the contract and correspondence(on the croatian language between me and IKEA), proving that the Zagreb office has violated the contract several times.Unfortunately this regrettable performance reflects poorly on your entire corporation.I request your immediately assistance in solving this problem.
In short brief for you,my mother made contract with IKEA store for delivery of goods from IKEA store to Korcula on 05-June-2017 and she has not yet received the goods which are paid.First delivery was agreed on 13-June-2016 from 1200-1600 LT as well as the second delivery for 17.06.2017 at he same time.No one informed her about delivery delay and she arrived from Dubrovnik where she lives an day before and has had additional expenses for travel and accommodation,so far 3 times in row due to unprofessional behavior of IKEA and partners which are engaged for delivery,last event happen yestarday on 24-06-2017, that nobody else had delivered the goods from IKEA store and nobody informed of delivery delay.My mother is 64 years old and has health problems and all this is additional difficulties for her health condition.On 16.06.2017 in the evening hours I was exposed to verbal attack,threats and humiliation by unknown person who only appeard as a deliveryman/driver from IKEA store,i have informed IKEA customer service immediatelly about everything but they could not or did not want to help me.
I was personally in the IKEA Zagreb store on the 19-06-2017 where I talked with duty manager to whome I explained everything and asked for delivery tommorow at 1400 LT but without success with a late mail where delivery calling delivery service company that can not carry out delivery of goods because they do not have a ferry to Korcula even I sent them time tables where is schedule for ferry every hour between Orebic and Korcula.
It is very tragic when reputable company such IKEA has to serve the untruths toward customers,that your Zagreb office employee do not want to hear objectiv objections,they are not able to solve a simple problems with coinstant promises that all will be in good order and with their funny response that they have not info or feedback.I asked info about contact details of general manager of IKEA who is resposible for Zagreb store and for that information they needed seven days even I clearly explained what I need in written form and verbally by phone in conversation with customer service personnel.They really need proper supervision due to lack of professionalism because they need a training and/or undercover boss program.For many years I working in the oil industry for oil major company ,and I think and behave on western style and Balkan business mindset of IKEA Zagreb store employees is all over me and belive me I know very well what I talking.
I request the following actions to be done:
1/delivery of goods paid by my mother urgently(with written confirmation by mail and telephone minimum two days in advance before delivery)
2/ the name of person who humilated me on behalf of IKEA and partners
3/I trust that you will credit my mother account for the all cost for unncessery adventure created by your Zagreb office
Please do not hestitate to contact me any time for more details which I have experienced with IKEA recently.
Please confirm safe receipt of my mail.
Best regards
Dani Bacic
danimoresca@yahoo.com
00385-916019954
A.Stipancica 12,Zagreb
Croatia
