I shopped for the first time at IKEA on Saturday 18 August, where i bought two wardrobe and a double decker bed worth over RM2000. I paid everything including home delivery and assembly service of 5% during check out. The cashier asked me jubilantly of why i did not came earlier as i could have received the goods on the same day. But i decided to make space for assembly, and receive the items the day after, on Sunday.
On Sunday, the delivery and assembly guys came on time (even earlier). While they are assembling the parts, they discovered that one part of the PAX DRAMMEN Wardrobe was faulty. They said it is not their fault, as this comes from the store. He said that he will report back to the customer service department and IKEA will send over a replacement the next day. So they only assembled one wardrobe and the double decker, whereas the faulty wardrobe was left at my house taking all the space in the bedroom, when we expect everything would be ready by night and we could clean up the space. I was asked to put in a comment on the delivery note and sign it.
So we waited for the replacement to come. I was actually waiting for a call, saying that the replacement item is going to come anytime soon, but to no avail. I called the customer service and they say nothing has been reported back, and i will have to wait for the replacement on FRIDAY!
I do not know IKEA is very careless in protecting their customers. When speaking to the customer service assistant, i do not feel that my issue (that obviously not my mistake) is important and urgent enough for them to react and resolve. How can you treat other deliveries while pushing the UNFINISHED responsbilities behind.
Do you know that my family needs the space to sleep, when the half rotten faulty wardrobe is still lying on the floor? And you asked me to wait 5 days, because the other deliveries are very important? when you havent even finished your delivery to me, and i have paid full for it?
I am very upset with what happened and the way the customer service assistant handled my problems. It has not been a great experience shopping at IKEA, if you want to make it a memorable one, you have been successful miserably.
Please act or i do not hesitate to return and get refund of my items – HD 137247, post order 761094
not more than 5minutes after that i received this
Dear Ms Ice
We sincerely apologise for the problem you had with your recent IKEA purchases. I will personally get Sukhdev Singh – Customer Service Manager to attend to you problem immediately.
not more than 5 minutes after that,i received a call from Sukhdev, the customer service’s father
Sukhdev : i’m really sorry for what has happened
me : you should
sukhdev : the items will be sent today, and we will waive the delivery fees and 5% assembly charges, would you like a gift voucher or a cash refund?
me : u think m gonna shop again in ikea? i prefer cash refund (happinesssss *..*)
sukhdev : ok, i will send a letter to authorize the cash refund, and you can take it anytime at IKEA.
and u think u prefer PERABOT AH SENG than IKEA?..hahahhaha, i got back my RM150 for their mistakes and poor coordination. serves them right