My kitchen

[meriad]

the non-existent one that is..

I still haven't been able to get through to customer services. Tuesday I tried 3 times; was on hold for just under 10 minutes every time only to be told at the end of the message that customer services is closed; amended opening hours are Monday - Sunday 9am - 5.30pm.... those three calls were made well before 5.30pm.

So yesterday I called just after 9am.... I was on hold for 45 minutes with an automated message thanking me for my patience. At least the music was good; every 2nd song was an Abba song and the others were quite good as well. But after 45 mins I gave up and put the phone down. So I'll try again today

I had a look online and the special offer is (for now) available until end April, so I'm just hoping this whole lock down / non delivery of theirs will be sorted by then so at least I can redo the order; I'm happy to wait for delivery but 30% off fronts and handles is a lot of money to be losing!

So ho hummm....

[JanB]

It really is very, very bad customer service, surprised at IKEA.

~Is there anywhere else you could look Ria? We got ours at Magnet, in England, years ago. Impressed with it and you know how Grumpy is

Best of luck getting through by phone. Do they have an e-mail you can contact?

[TheOstrich]

That's tough, Ria, but I guess "customer services" are simply inundated. I've had texts from banks, phone and energy companies in the last week explaining that their customer services are very short-staffed so please don't call unless necessary.

I haven't had one from BT, but then as far as I'm aware, they only have 3 customer service staff on their payroll at the best of times ….

[meriad]

Thing is Ossie, the message from Ikea was that my refund is ready to be processed and to contact customer services to resolve this... so I'm only doing as told (doesn't happen often )

Oh well; just been on hold for an hour with no joy - but the music is still fantastic! Going to hang up now and just wait for them to call me / my brother. And if I don't hear from them by end next week I'll contact them after Easter

[JoM]

Really hope you manage to get this sorted Ria. Ikea is the first place I’d look for a kitchen, the one we put in the extension at our old house was from there and it was the best one I’ve had.

I suppose that at the moment it’s tricky for these companies to provide the customer service that they usually excel at. Lots going on which is adversely affecting customers and their orders yet a possible skeleton staff to deal with it all. I know in the past that their customer service has been very good, very keen to quickly put things right.

[Kaz]

I think Jo has just said what I was going to ((((x))))

[meriad]

I love Ikea kitchens and whilst I will obviously look at other options now, I know my heart is set on this one.

What I'm struggling with is that they just went ahead and cancelled the orders without giving customers the choice. As I said - I'd happily wait until things are back to normal, even if that were the end of the year but the choice has been taken away from me. And THAT I'm not happy with.

[jenniren]

I love Ikea kitchens and whilst I will obviously look at other options now, I know my heart is set on this one.
What I'm struggling with is that they just went ahead and cancelled the orders without giving customers the choice. As I said - I'd happily wait until things are back to normal, even if that were the end of the year but the choice has been taken away from me. And THAT I'm not happy with.

I wouldn't be happy either Ria, they should have given you the choice to postpone delivery until things get back to normal. That way they could have kept the price, but maybe that's the reason they're refunding and hoping you will pay more eventually.

Our kitchen came from Wickes and we're really happy with it. Our fitter recommended them as he said they provide the strongest carcass so even if we wanted to change the doors in the future the cupboards themselves would last forever.

[Workingman]

If there was a store nearby, even if it was not the one the kitchen was coming from, I would be tempted to call in and have words. I would also be using emails - lots of them - as evidence that I had been trying to get them to sort things out. It provides a trail for future reference that phone calls do not, although a log of your failed attempts would be useful.

Good luck with it all Ria, it's extra tress not needed at this time.

[Suff]

Hi Ria,

Here is my suggestion because I've had 5 hours on Expedia just to be met with either a cut off or an automated message telling me the booking has been cancelled and it may take up to 30 days to get my money back.

First tell Ikea if they don't get on to you on the phone, soonest, you are going to go to your bank/card provider and get the transaction reversed.

If they don't respond and you paid by card then,

1, if the card app allows, dispute the transaction.
2, if it doesn't, call the helpline (yes it will take a while but they will answer), then dispute the transaction stating that they have cancelled but won't confirm to do the refund or allow you to re order and you can't contact them.

One way, or another, you'll get their attention. I've used this a time or two in getting my son out of Argentina.