Martina sent a message to Peter Agne President and CEO, IKEA that said:
Hi Mr. Agne
My name is Martina, I live in New York and for many years, while I lived in Europe and USA my favorite store was IKEA. I don't want to make the emphasis here on how good you are, because you are really, I would like to give you a feedback on the weaknesses for your customers you carry with your stores in the USA.
I had and still going through a horrible experience while purchasing furniture for my 3 bedroom apartment in New York, My husband and I spent more than USD 6,000 to furnish our new place and we were very happy to buy all this from IKEA. Then the horror started when we had to deal with the delivery - 3 times the delivery is coming and only half of the items, nobody form customer service can provide with the correct information, super rough behaviors over the phone and no coordination between the store and the delivering company.
I have a case already with IKEA, which has been created after they forgot to deliver half of the items the first time.
I don't want to go into details with my order- I know I will sorted out eventually one day. My intention is to let you know that you may start loosing customers very soon in your USA (my case Brooklyn) market as there are many people who are disappointed with the same way. All my friends experienced big difficulties when the delivery had to be realized which means that there is no coordination between the store and delivering company here. My friends are shopping from different stores already and I will do the same in the future unfortunately. I work in the corporate company and cannot spend 10 working full days on the phone with the delivering company in Brooklyn.
I lived in many countries in Europe and can assure you IOKEA is totally different there. If I may provide also advice together with my feedback to you as a loyal customer until now - please pay more attention to the personnel you are hiring and maybe the training and supervising process on them as they have to learn here that the customer should be satisfied - something that is not common for the NYC market unfortunately.
Thank you very much for your attention reading this, I am happy to provide more details if needed.
I wish you and your company all the best and I will remain loyal client, but only in Europe.
Martina
