Stephanie sent a message to Peter Agne President and CEO, IKEA – email address that said:
I want to communicate my frustration and anger regarding my ongoing experience with a furniture order placed at the Ikea store in Paramus, NJ on 8/13/2016. I picked and paid for 5 items to be delivered and assembled for my daughter's apartment at 67 Wall St, NY, NY on 9/1, between 9am-1pm . During the week of 8/15, I called Ikea customer service/ delivery, and changed the delivery date to 8/31. I called XPO delivery (Ikea's delivery service) on 8/30 to confirm delivery for the next day. On the next day, when the furniture hadn't arrived by 12:00, my daughter called XPO and was told the delivery was scheduled for the next day 9/1. This was frustrating and costly because she now had to take another day off from work, and I had to drive into Manhattan from NJ, incurring additional tolls and parking expenses. She received an automated confirmation call from XPO stating that her furniture was set for delivery on 9/1. When the furniture hadn't arrived by 12:00 on 9/1, she again called XPO and was told that the order had been cancelled the day before by Ikea. I called Ikea immediately, and was on hold for 30 minutes before I spoke to someone. He then put me on hold for another 10 minutes while he tried to look up the information and then transferred me to Janet from Customer Service at the Paramus store. Janet apologized and said she did not know why the order was cancelled, and it was already too late to have it delivered that day, but would reschedule it at my convenience. We rescheduled it for Saturday, 9/3, from 12-4. Janet assured me the furniture would be delivered and assembled and she also said that someone from Ikea would call me the next day to refund me the $89 delivery fee, plus a $50 Ikea gift card. No one called me the next day about the refund. Friday evening I called Ikea to confirm the order, and was told it was set to be picked up by XPO on Saturday for delivery and assembly on Saturday afternoon. I then called XPO, they also said the order was confirmed for delivery on Saturday afternoon. On Saturday morning my daughter received a message from Manuel from Ikea saying he was calling about her order and to please call back. I tried calling, and again waited for 30 minutes to get through to someone, only to be redirected to a voice mailbox. I finally got through to Manuel, and he said that the order was not there and he was trying to figure out what happened. He also said he would call back in a few minutes, I tried calling him again in 30 minutes, but there was still no explanation or resolution. I was then transferred to Scott, the customer service manager,who had just come in and was trying to figure out what was going on. I had now been on the phone for 2 hours and realized that the furniture was not going to be delivered yet again. I wanted to cancel the order by this point, but my daughter needs the furniture now and there was no time to start looking for new furniture. Scott assured us that we would get the furniture delivered when we wanted it, and would also have Fabio call me to refund the delivery and assembly fee. That evening, we called Scott to make sure we could have the furniture delivered Wednesday, 9/7. He assured us this would happen, but unfortunately he is not in on Wednesday morning when XPO picks up the furniture. He supplied me with names and numbers of other employees to check with on Wed morning. I am not feeling confident about this happening due to the last few attempts.
I can't impress upon you how frustrated, aggravated, and extremely disappointed I am in this company. While everyone I dealt with was courteous and tried to help, there is something inherently wrong in your system, especially since not one person can say why this happened. I have spent HOURS on the phone, on hold, and waiting for furniture to be delivered. I also have incurred additional expenses for my wasted drives into Manhattan, ($75 in tolls and parking).
I am writing to you with the hope that you will personally look into this to ensure that my furniture is delivered and assembled on Wednesday, 9/7 as I have been assured. I would also like someone to explain to me how this could possibly occur. This has been the worst consumer experience I have ever had.
Stephanie
