IKEA sucks
The beginning of part two of the kitchen install didn’t go over so well. Even though the Modus guys installed the cabinets on Monday, they are not the ones doing the counter top. That is handled by a different contractor, Fits Right, who seem to be a whole bunch of losers. Not only do they not listen to you, they don’t give a damn, are rude, inconsiderate and a big P.I.T.A. to work with.
Quite obviously, they are getting way too many contracts from IKEA, so they don’t care one little bit about the individual customer. Somebody doesn’t like their way of handling things? To bad for them. There are lots of other jobs to be done out there. That seems to be company philosophy.
Yesterday they said they would phone and schedule the counter top measuring, which takes all of 5 minutes and which has to be done before the actual install can take place. Installation usually happens 5 business days after measuring.
Next thing we know, one of their employees phones today and says, “I’m in the neighbourhood, can I stop by?” Well, no, you can’t. We don’t live there yet and your boss knows that. That’s what yesterday’s phone conversation was all about. To let you (your boss) know that you cannot just stop by, ’cause nobody’s gonna be there.
After that, a whole bunch of nasty and fruitless phone conversations took place. Fits Right was all of a sudden refusing, yes, REFUSING, to pre-book their measuring appointment. “We just do them between our regular jobs, that’s why we just stop by, ” they said. And they were really nasty and bitchy as well. Completely unwilling to co-operate, to work something out that’s acceptable to both parties. This is the way we work, you don’t like it, we won’t do the installation. That was their message. And they just hung up. Which contractor in his/her right mind just hangs up on their paying customer? — Exactly.
Finally, after complaining to IKEA, they agreed to phone half an hour before coming in for the measuring — which was exactly what we wanted them to do in the first place and which they had refused to do in the direct talks. Only after our IKEA contact spoke to them, they suddenly agreed.
Fits Right sucks the big one and so does IKEA for dealing with them.
Comment by Patrick
September 26, 2008 @ 11:56
Wow, I just knew I would find others that have had problems with IKEA. Initially, I liked IKEA for its prices and cheap knock offs of classic modernist designs. However, lately, I have been reminded that quality does not come cheap.
I purchased a Jules office chair about five months ago from the Draper, Utah store. It looked fair for the price, but today I noticed the chair was not flush on the floor. I adjusted it and then noticed the welds that hold the five, wheeled legs on are snapping off. Two of the five welds are cracked and the legs are falling off. So I think, okay, this happens when your products are mass produced in a Chinese or Eastern European cheap labor factory.
So I got online and asked Anna for help. Wow, what a waste of time and the default answers had nothing to do with my questions. So by now, I have wasted 45 minutes and I am getting upset. So I call their customer service hotline. After being on hold for another 21 minutes, I get some clueless teenager who is clearly not listening to my requests. No, she says, you can return the chair within 90 days if you have your receipt. I explain again, I like the chair; it is just that the base is defective and I need a replacement. Sorry, she says, no replacements after 90 days. I ask her, even if the item is defective. I ask her again, even if the welds are clearly defective and not manufactured correctly. Without any hesitation, she answers yes, and tries to end the call. I then ask to speak to her supervisor, because it seems hard for me to imagine a company like IKEA would knowingly not replace defective merchandise. After waiting on hold for 26 straight minutes with horrible IKEA commercials, I hung up very angry.
So I’m going to call American Express today, have them take the charge off my card and will be warning potential customers not only about defective, poorly made products, but horrible, unresponsive customer service. All they had to do was replace my base, but now I will be warning millions of people about IKEA’s poor quality and inferior customer service. Make sure you inspect every single part and piece of your product if you are going to buy from this sweat shop quality store.
Comment by Paul Nowak
October 17, 2008 @ 10:51
My neice and nephew like Ikea so for a small house warming gift I decided to give them a $50.00 gift certificate for Ikea. Yes I am that poor! Anyway, I booked the purchase on line then about two hours later Ikea phoned for the Credit card info and to verify the order. About a week later I received the card by courier and it was for $250.00. Sure enough I checked with my card company and they charged my card the $250.00. I called Ikea right away, well a 20 minute wait, then was told by the employee that I was wrong in saying there was no reciept in the envelope because they always send the receipt with the card. Well the poor guy had to order a special ticket as the sales leave their computor as soon as they are shipped. This was a Friday, the following Monday I got a letter in the mail from Ikea, yup the reciept. I called back in hopes this would speed up their research as they said it would take six business days for the research. They said it made no difference as even with the receipt it would still take six days. Of coure I reminded them it was their error and it took them only hours to charge my card so why the six days! So this past Tuesday it was three weeks since I last spoke to them and no refund showed on my card. I called and was told the research department was confused as two research numbers had been opened for this issue. Well I kicked up a bit of a fuss and was told they were sorry for the confusion and it would be straihtened out by the next day, Wednesday. Well it is Friday, I called my credti card company and no credit yet! So, I will never deal with this company again, I will tell everyone I know this story and hopw no one ever has to deal with these idiots ever again! I work every day in customer service and I would have been fired the first day if I spoke to anyone on the phone or miss handled an account as badly as these people do. My main concern is, they think this is suitable normal procedures!