IKEA customer service

esperanza · 08-11-2016, 06:05 AM

Is there customer service known for being poor? I would not have expected this from them, and I'm totally frustrated. I was given something by my mom, purchased a year ago and never used. One screw doesn't work (it's a piece that screws in, can't just get a new on at the hardware store), and I am having the worst time getting them to even respond to my messages. I have called and sent three written communications. They keep asking for the same info, and today is the first time I am hearing about the 90 day policy. If that is the case, I'm going to quit trying (fine, but then tell me in the first email!). It takes forever for them to respond. It's been a month of back and forth. It's really not even worth that much. Has anyone else had this experience? The store is three hours away, so it's not an option to go back.

RiverRock · 08-11-2016, 07:56 AM

I happen to be going to Ikea today. They have a vending machine for screws and other itty bits. Would it help if I checked for a new screw and mailed it to you? If it isn't the screw that is the problem, I'm no help.

As far as customer service goes, I find the floor staff to be helpful overall, and have really only interacted with one rude person over the years. They do have big corporation policies in place. Once I retuned home to find that I had been double charged for a set of curtains. When I called they said that they would need 30 days to watch video surveillance. They eventually credited my credit card. I try not to ever make returns (that's what I'm doing today)

because I think they intentionally want customers to be inconvenienced by a long wait...sometimes up to an hour.

I have heard about the 90 day policy, but the store only seems to stick fast to this if the item has been discontinued or was seasonal.

melliethepooh · 08-11-2016, 08:10 AM

We've had good experiences, but I've never tried to resolve anything out of store.

ViolaMum · 08-11-2016, 09:23 AM

Quote:

Originally Posted by melliethepooh

We've had good experiences, but I've never tried to resolve anything out of store.

Same here. I lost a bolt for a bed that we bought 4 or 5 years ago. I didn't have the receipt. I went in to find out what I needed and buy another, and they just gave it to me.

I've returned a few things over the years, but I try to never, ever go on the weekend, just during the week when it's quieter. I've not waited more than 15-20 minutes.

esperanza · 08-11-2016, 11:14 AM

Quote:

Originally Posted by RiverRock

I happen to be going to Ikea today. They have a vending machine for screws and other itty bits. Would it help if I checked for a new screw and mailed it to you? If it isn't the screw that is the problem, I'm no help.

As far as customer service goes, I find the floor staff to be helpful overall, and have really only interacted with one rude person over the years. They do have big corporation policies in place. Once I retuned home to find that I had been double charged for a set of curtains. When I called they said that they would need 30 days to watch video surveillance. They eventually credited my credit card. I try not to ever make returns (that's what I'm doing today)

because I think they intentionally want customers to be inconvenienced by a long wait...sometimes up to an hour.

I have heard about the 90 day policy, but the store only seems to stick fast to this if the item has been discontinued or was seasonal.

Thank you- that is such a kind offer! The whole item doesn't cost very much, and I can imagine it would be almost the same cost to mail from Canada, so it's probably not worth the effort. Thank you so much for offering though!

This is what we have.
https://www.amazon.com/IKEA-DIGNITET.../dp/9170011451
You can see the circle base with the piece sticking up out of it. Those two pieces screw together. One went in just fine, and the other won't screw in.
Hmmm, well, actually it's not exactly the same because this is for curtains and mine is for artwork but same idea.

I didn't expect this much hassle from them. If they don't respond favorably to this email, I'm going to just forget it. I'm sure they've spent as much on all the emails and phone call time with me than they would have just sending me the darn piece!!

RiverRock · 08-11-2016, 11:51 AM

If you change your mind, I am going nowhere fast. I've been here 15 minutes and only one number has been called.

esperanza · 08-11-2016, 11:59 AM

Oh dear. That doesn't sound like fun. Hope it goes faster!!

08-11-2016, 06:05 AM	#1
esperanza Rose Garden Join Date: Dec 2012 Posts: 5,240	IKEA customer service Is there customer service known for being poor? I would not have expected this from them, and I'm totally frustrated. I was given something by my mom, purchased a year ago and never used. One screw doesn't work (it's a piece that screws in, can't just get a new on at the hardware store), and I am having the worst time getting them to even respond to my messages. I have called and sent three written communications. They keep asking for the same info, and today is the first time I am hearing about the 90 day policy. If that is the case, I'm going to quit trying (fine, but then tell me in the first email!). It takes forever for them to respond. It's been a month of back and forth. It's really not even worth that much. Has anyone else had this experience? The store is three hours away, so it's not an option to go back. __________________ Wife to mi amor Mama to my gift from the Lord (07/2013)

08-11-2016, 07:56 AM	#2
RiverRock Moderator Leaning, leaning, leaning on the everlasting arms. Join Date: Oct 2007 Location: In green pastures Posts: 9,770	Re: IKEA customer service I happen to be going to Ikea today. They have a vending machine for screws and other itty bits. Would it help if I checked for a new screw and mailed it to you? If it isn't the screw that is the problem, I'm no help. As far as customer service goes, I find the floor staff to be helpful overall, and have really only interacted with one rude person over the years. They do have big corporation policies in place. Once I retuned home to find that I had been double charged for a set of curtains. When I called they said that they would need 30 days to watch video surveillance. They eventually credited my credit card. I try not to ever make returns (that's what I'm doing today) because I think they intentionally want customers to be inconvenienced by a long wait...sometimes up to an hour. I have heard about the 90 day policy, but the store only seems to stick fast to this if the item has been discontinued or was seasonal. __________________ RiverRock, mom to a 24 year old diamond, 22 year old granite, 19 year old pearl, and 16 year old tiger eye. Married for 25 years to a rugged boulder and resting together on the one true Rock.

08-11-2016, 08:10 AM	#3
melliethepooh Rose Garden Dinosaurs are people too Join Date: Dec 2010 Posts: 5,981	Re: IKEA customer service We've had good experiences, but I've never tried to resolve anything out of store. __________________ Melinda, INTJ Married to Mr since 12/06 ENTP Mama to all the babies, 1/09 ISTJ and 11/11 ExxP and 5/14 ExxP and NEW ONE 8/16

08-11-2016, 11:51 AM	#6
RiverRock Moderator Leaning, leaning, leaning on the everlasting arms. Join Date: Oct 2007 Location: In green pastures Posts: 9,770	Re: IKEA customer service If you change your mind, I am going nowhere fast. I've been here 15 minutes and only one number has been called. __________________ RiverRock, mom to a 24 year old diamond, 22 year old granite, 19 year old pearl, and 16 year old tiger eye. Married for 25 years to a rugged boulder and resting together on the one true Rock.

08-11-2016, 11:59 AM	#7
esperanza Rose Garden Join Date: Dec 2012 Posts: 5,240	Re: IKEA customer service Oh dear. That doesn't sound like fun. Hope it goes faster!! __________________ Wife to mi amor Mama to my gift from the Lord (07/2013)

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