Tl;dr --
Cons:
1) Faulty/missing parts in their furniture packages.
2) Obscenely late delivery, despite an already excessive waiting window.
3) NO CUSTOMER SERVICE. None. Not via phone, email, and hardly any in-person.
4) Inability to communicate between neighboring IKEA stores (not even a simple phone call...)
Pros:
1) Cafeteria meatballs at Ikea was edible! (I was really hungry that day though...)
This review is to hold IKEA accountable for their incompetence and all-around poor service, and also to serve as an example for other customers to consider when choosing where to purchase their furniture. I knew IKEA was a budget-friendly option, but I did not anticipate this level of headache from such a widely known company. Never again. Anyways, onto my fun story...
On the Friday before my classes begin in Baltimore, I chose to buy some furniture for my bedroom from IKEA. All seemed well. I scheduled for IKEA, who utilize XPO Logistics for deliveries, to deliver and assembly the furniture on Saturday. We scheduled for them to show up anytime between 2-6pm.
I drove an hour from Silver Spring to my new home in Baltimore at 12:30pm. Fast forward to 8pm (yes, a full 2 hours after the scheduled window), IKEA sends only 2 delivery gentlemen (wonderful guys may I add!) for a relatively large order. At 11:30pm, we figure out IKEA sent a faulty screw for the bed, and we are unable to complete the assembly. I go home at 1am an unsatisfied, yet hopeful customer.
Bad luck. It happens. (Although, I've never had this happen with any other company...). Fine.
Fast forward to the next morning. I drive to the College Park IKEA (the one closest to me), who inform me they have ZERO ability to get in contact with the Baltimore IKEA, which in itself boggles my mind. How can a company with a national brand be unable to communicate internally?! Still, I am able to get the needed screw 1 hour later after complaining (as politely as possible) to the store manager.
Also here, let me note that IKEA stores do not have any telephone number by which you can contact them. They have only have one national operating system that plays an automated message for TEN MINUTES that you cannot skip, and subsequently (and I kid you not...) hangs up on you. In my life, and I can say this without exaggeration, especially after many long, long holds on the phone, that the IKEA customer service via telephone (or lack thereof) is the worst I have ever experienced ever.
Anyways, since their customer service phone line remains a sadistic joke, I had to drive to the Baltimore IKEA who rudely inform me that they cannot send anyone that day, despite all of the inconveniences and time lost. I finally persuade them to schedule a delivery for tomorrow morning (yes, I am still dealing with them in the present moment to my dismay).
Since I enjoyed the company of the initial assembly men, I decided to call XPO Logistics and ask if they could send back the same technicians. However, I find out that either the IKEA rep at Baltimore either lied to me or failed to communicate my new order to complete the incomplete assembly. Aside from the lack of sincerity, compassion, and/or competence, If I had not randomly called, I would have been sitting on my tush, staring at a wall from 9am-1pm and perhaps even longer, none the wiser.
As of now, I don't know how IKEA will handle this. I want to assume, they cannot make the situation even worse, but I am not hopeful of that any longer. I will most likely have to start school sleeping on the floor, which I actually wouldn't mind at all, if it were not a direct result of IKEA's ineptitude. I'd like to make the side note that in all honesty, I am grateful that this is my most alarming problem at the moment in life. None the less, I wanted to type this out so that my experience could be shared and available for other potential IKEA customers should they be interested.
To anyone from IKEA, if they care to read this, I will be filing a complaint with the Better Business Bureau if this is not resolved to my satisfaction tomorrow. Thank you and have a wonderful night! read more