Awful experience with Ikea this morning, I ordered a day bed with 2 mattresses and they only delivered 1 mattress (it's a single order code). When I called customer services to get my second mattress I had to argue with an incredibly arrogant customer services assistant for 40mins, she wasn't interested in understanding the problem and just liked to say 'no'. They had 2 orders under my one order number, neither of which were mine and the lady on the phone wasn't listening or interested in the fact they weren't my order. I had paid 337CHF for the bed and she was arguing that I had bought the 199CHF version despite the total value of the order not adding up to what I had paid. After 40mins she finally comes to realise that I am right but it doesn't change the fact that I have wasted all of that time, had a horrible experience with an arrogant and wrong customer services representetive, paid 99CHF just for a delivery that wasn't complete and will now have to waste another day at home waiting for the mattress to be delivered. Ultimately Ikea sell poor quality products and offer even worse customer service. Avoid, avoid, avoid!
Review by Sawwhetowls11 months ago
Was buying a table last Saturday but it was awful waiting at the service center to pick it up.
Review by Berengaria DiEleonora1 year ago
I used Ikea Online (Schweiz - Switzerland) and unfortunately ran into bizarre and almost funny (almost... but not really) problems with their third party delivery firm, DPD Schweiz (you can read my scathing review about them here on TrustPilot, too).
I ended up having to call IKEA, the 'sender', since the delivery firm stole/misplaced/accidentally sent back my package. I really didn't expect to make any headway at all - I could imagine being in the shoes of the poor customer relations person at IKEA who was going to have to deal with my call (imagine trying to find a package for the firm that you paid to deliver the package that you gave to them... urgh!).
Not only was there a "speak to someone in English" option (Not an official language in Switzerland! Cool!), but there was such a kind human being on the other end of the phone who actually CARED that my delivery never showed up, was sorry that DPD was so horrendously unhelpful, and said she'd fix it for me...! :D It was such a contrast! It made me smile and probably rescued my 'day', which had become a very frustrating and hapless one courtesy the DPD goons...!
She was so professional and yet personal, and I really felt a lot less victimized and properly cared for. Obviously, IKEA hires the right kind of person to answer phones (which takes an angelic personality to begin with, I'm sure! Endlessly patient, no doubt!), and also cares enough about both the customer's satisfaction and perception of the company to do a good job.
I have told IKEA that sadly I will not be using their otherwise very good online shop until they change delivery firms (give DPD the ol' heave-ho, and a well-earned boot to the butt on the way out!), because if I end up having to rent a car to drive to a village in the countryside just to pick up my parcel, then a trip to an IKEA warehouse, even on a Saturday afternoon, swarming with wayward children and meandering families abusing display furniture, would be much less of a hassle and headache. ;)
IKEA seriously needs to dump DPD, though. Otherwise it would be (so far) a perfect service.
We'll see if I ever do get my order, though.... :S
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