When IKEA first opened up in Emeryville, CA, it was like a special event as hordes of people rushed to the store. We were seduced by the exceptional displays. Areas were staged to simulate various rooms throughout the a house that featured various products they offered.
Poor Customer Service
While going through the store, we noticed that many of the sales people hardly smiled, that they talked among themselves instead of roaming around to greet people most of whom had confused looks on their faces.
But....we kept shopping there because they really had neat looking stuff.
Poor quality and discontinued products
After seeing the Akurum line, I took the leap and changed out my kitchen cabinets and also added cabinets in the front and back offices. Liked their 25 year warranty.
But in just 5 years, the kitchen cabinets frayed so badly and I wanted them replaced. Imagine my surprise to find that the line has been discontinued.
IKEA offered to refund me for the amount I paid. That's hardly a fair offer. I also paid for installation and besides I put in a quartz countertop which will require a more careful installation .
Finally, they found a company who can replace the fronts and IKEA agreed to pay for the replacement parts and installation. The problem is, the other company will only warranty the product for 2 years. So my original 25-year warranty is down the drain.
Poor delivery practice
Did I say I continued shopping there? I bought a sectional sofa for the rental unit. It wasn't delivered when they said they would, but there was no call, no text, no email, no update. It was through numerous calls (wait period of over 30 minutes) before I got hold of anyone. Even tried to reach IKEA Twitter Help. HA! Despite numerous messages to their Twitter account, nada.
The sofa was received by the delivery facility late on Monday, but the delivery people foolishly didn't bother putting it for delivery the next day, a day later.
The earliest they can deliver is tomorrow, with a 4 hour window. If they don't deliver in the morning, there won't be anyone here.
It will be a long time before, if ever, I shop at IKEA again. So very disappointed and so angry at their lack of empathy, lack of action to satisfy a customer, lack of accountability.
Sadly, IKEA rates a failing grade
What happened to Customer Service?
What happened to satisfying a customer complaint?
What happened to pride in working for a company?