Elena P.
Yelp
I made my first order online from Ikea. It was shipped from Ikea in Renton. The sender address is 601 SW 41st St (Ikea Renton address). They sent me a different shelf unit, and we realized it after we almost assembled it, because they looked similar.
I contacted customer service by chat. All they agreed to do is to send the correct item and waive the shipping fee of $10. And we'll have to ship them back the incorrect item.
I asked if they can refund at least half of the the missing item. It's not a big sum. The entire shelf cost $44.99. So half would be about $22. But they refused to do even this. Only $10 fee, and that's it. I realize that $22 is also a small refund, but at least it feels more fair, a half of the missing item.
My husband now will have to disassemble the incorrect item and put it neatly into the packaging. We had to carry the heavy incorrect item to our floor. Now we'll have to carry it back down to the mailing room. I 'll have to cover all previous labeling and remake the shipping material, print return label, call fedex, etc. On top of this, I wasted about an hour chatting with their customer service (first with a regular agent, then with a supervisor). And all they can offer me in exchange is to waive the pathetic $10 shipping fee. Zero flexibility.
And on top of this the first agent showed total lack of attention for detail. I gave her the article number of the missing item in the beginning of the chat. When I fully explained the issue, she requested this number again. I said that I already wrote it above. She found it. But then in the end she said that 2 items of this articles were ordered, even though I ordered only 1. That means that she mixed up with a different article in my order, and if that wasn't caught, she could send me a wrong item again. And then they would likely force me to do another return and do zero refund.
Additionally, I asked if they can at least do expedited reshipping of the correct item, but they couldn't do even this. I have to wait another 5 days to receive my much needed shelf.
The very first online order from Ikea demostrated that a big percentage of their employees are simply sleepwalking at work, not paying attention to what items they pack into shipping, nor what items are requested to reship. I dealt with 3 employees of Ikea (the one who packed my shipping, the first customer service agent and the customer service supervisor). 2 of the 3 employees made mistakes.
Ikea absolutely doesn't respect customer's time and trouble their workers' negligence cause.
Given that the very first order went so wrong and showed Ikea's customer service in all its patheticism, it seems that the percentage of online orders they mess up is 100%. At least, that's true in my case. One orders from Ikea at their own risk.
Update 4 days later:
It's unbelievable, as long as the story with Ikea already is, it's just the beginning.
4 days later after the situation described above, I still didn't receive any notifications that my replacement shelf was shipped. So I contacted customer service chat again. I was shocked by their answer. They said they couldn't charge me for the replacement as payment was declined. But the replacement was supposed to be sent for free as I already paid for this item originally!!! And I double-checked this with that so called supervisor in the previous chat.
Turned out that so called supervisor created a replacement order incorrectly and didn't check the box that the order is supposed to be free, while assuring me that it will be free.
And if that wasn't enough, the person who handled the shipment, tried to charge me again. When the payment didn't go through (fortunately), they simply abandoned the order and didn't even contact me, even though the order shows my phone number and email on it (I received it by email).
When I asked if I can discard the wrong item I received from them as it's taking half of room in my apartment, the agent again said no and that I have to return it. I asked why then didn't they still send a return label if 4 days have passed since my previous chat. The agent said that she added a note to the corrected replacement order so that they send me a return label. Does that mean if I didn't ask, they would never send it to me, and I would have this piece of garbage in my room indefinitely???
It is obvious at this point that Ikea is totally disfunctional through and through. One person doesn't know what the other is doing. There is zero accountability. At this point I dealt with 5 employees (original order shipper, previous chat agent, so called supervisor, replacement order shipper and today's chat agent). 4 of those 5 employees made errors. It's been almost 2 weeks since I ordered a shelf from Ikea. I still don't have it.
Unfortunately, Yelp has a limit on the length of the review. So I won't be able to post updates on whether they will handle this repeat replacement order properly this time.