Monday, November 23, 2009

Down the Rabbit Hole (Reno Day 29)

Alternate title: Why IKEA Is A Big, Swedish Pain In My Ass

Okay, so we're still without a kitchen, excepting for the pseudo-kitchen we've set up in our downstairs bathroom (shudder), and here's a big reason why...

I ordered the cabinets back on October 15th. When I did, I had to pick a "delivery date". The order guy explained to me that that is when the cabinets would arrive in the store. In any of the five days following that date, IKEA would phone me to arrange for an actual delivery date. Once they arrive, you have 10 days in which they must be delivered or you start paying $250 a week for storage. I phoned my contractor to see when we would need the cabinets and he said that they wouldn't be ready for them before the middle of November. So, I picked November 16th.

After a week of reno, the speed of my contractor's guys made it patently obvious that we would be ready for the cabinets before November 16th. One whole week before. So, I phone IKEA to see if I could move up the delivery date, since all the cabinets were in stock when I ordered them, and any process can be sped up if you want to. I worked in customer service for over 7 years and I know this for a fact.

I called them on October 30th, and the agent that I spoke with on the phone told me that I should completely ignore the "delivery date", that it was a total crock. Orders actually arrive in store 2-3 weeks after you order them, which would make the time that my cabinets were to arrive anytime between October 29th and November 5th. I was so relieved. We would be ready the cabinets November 9th, and this would work out perfectly.

November 5th came and went. No cabinets.

I called on November 9th, and the next agent that I spoke to said that they were on their way and someone would call me in the next few days.

I called on November 11th and the next agent that I spoke to said that they were on their way and someone would call me within the next few days. I insisted on knowing where, exactly, the cabinets were. She said she didn't know. Which made me question how she could possible know that someone would call me within the next few days. I forced her to call someone who DID know where there were. The Warehouse. She called back and left a message saying that they would arrive in store on November 13th, and someone would call me for delivery.

November 13th came and went. No cabinets.

OH, and did I mention that every time I call IKEA, it's a minimum of a 45 minute wait to speak to someone. MINIMUM. Every. Single. Time.

On November 16th (the original "delivery date" - remember that?) came and went with no cabinets and no phone call. I spent over TWO AND HALF HOURS on hold, and was unable to do anything more than confirm that the order was in the store. That was one 5 minutes of my on hold time - the rest was waiting to speak to someone who could set up a delivery date. I never reached anyone. I have two small children who, at some point, needed to be attended to.

I emailed IKEA begging to have someone call me. Several days later, they sent me a formula email apologizing that I was having a bad time and hoping that I would buy from them in the future. The email came from "IKEA" with the subject line of "IKEA.CA". No person actually spent time writing that email. (Although they did plunk in my last name in the greeting.)

I emailed the "Kitchen Expeditor", explaining my dilemma and begging for some assistance. The agent who had confirmed that the order was in the store apparently left a message for her to phone me back. She never did. She did email me back the next day to say that "she didn't arrange for deliveries and to please call the delivery desk."

On November 17th, I spent over three hours on hold and finally - FINALLY- got through to the delivery desk and arranged for a delivery. I was so angry by this time that I shouted at the poor girl. I apologized. They would deliver on Saturday November 21. My window for delivery was anytime between 9am and 4pm.

On November 19th, I came home to a message that my order had arrived and was in store, ready to be picked up. I had to call them back to confirm that I had a delivery date.

On November 21st, the order did indeed arrive. The two guys did not allow me to check the order, or even count the boxes. They insisted that I sign something saying that the order had been delivered. I complied because I felt overwhelmed and bullied, and I frankly didn't know what else to do.

I spent the next 2 hours checking boxes, and 3 pieces were missing. I also had one large box that didn't belong to me at all. I called IKEA, and told them that I was missing part of my order, as well as having an extra box that was not mine. The agent suggested that I come to the store to sort out the missing pieces, and pick them up and carry them home myself. I could have IKEA deal with it, but they would have to open a file and it would be 5 days before anyone called me back.

I googled the address on the extra box, called the owner, and left a message saying that they would be welcome to come and pick up their box at our house, if they didn't want to deal with IKEA customer service. They called back the next day and said that they would rather have IKEA deal with it. Suckers.

I fully realize that I picked that "delivery date" in the first place, but I still insist on asking: if the delivery date could not be moved, then why did they not tell me that on the phone when I asked for it to be sped up? If everything was in stock, why could the delivery date not be moved? Why was it so hard to speak to an actual, live person? Why did I get conflicting messages every time I did actually speak to someone?? And why - for the love of all that is good and holy - does it take at least AN HOUR on hold to speak to someone?? Newsflash: HIRE MORE PEOPLE. And please, if you do, hire people who know something about good customer service. Because your people don't.

The upside is, one of the delivery guys came back with some (I hope all) of the missing pieces. Our contractor's guys were here today, and have put together a maze of cabinet boxes. We are once again moving forward. My nerves are shot. I had to have the phone surgically removed from my left ear. Needless to say, I am not a big fan of IKEA right now.

But we are moving forward.

10 comments:

Mac and Cheese said...

This was almost too stressful to read. Hope it's smooth sailing from now on.

Sandra said...

The cRaZy thing is, is that "x" months after the reno is all done, you will actually entertain the thought of doing another reno some day....

But it WILL be worth it in the end.

kgirl said...

Two things -

1) the next time you call, insist on speaking to a manager. First. Right from the start.

2) Ask EVERYBODY you speak to what their name is and if they have an employee #. At the very least, it can hint that you will be checking up on them, and people want to do a good job if their name is going to be mentioned.

3) ok, three things - write a STRONGLY worded letter and send it to the store, Ikea Canada and Ikea head office. Mention that you have told everybody you know about this horrible situation.

4) ok, four things - thank you for the warning.

Beck said...

It's like a Kafka story, but with cupboards!
You poor thing. I hope this gets STRAIGHTENED OUT!

Denguy said...

And you missed book club!

ourlittlefunnybunny said...

Uggg...Ikea sucks big time...i agree with what Kgirl said. Not a fan of Ikea any longer...

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Mimi said...

I like KGirl's take-charge attitude. I cannot BELIEVE you were on hold for that long, that many times. Dude. That SUCKS.

I hope it's smooth sailing from here on out ...

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