Mijn Klacht:
As Expats who moved from a furnished apartment to an unfurnished newly purchased home, we placed a large order for nearly all of our household needs through IKEA. On July 29th this order was placed at IKEA Nederland and includes beds, mattresses, sofa, chairs, pots, dishes, and many other items for a total of over 3700 Euros. We were disappointed that the earliest delivery time was August 10th. We accepted this and made arrangements on our end.
Today, August 10th, we prepared for delivery and arranged our work schedules to be available between 8:00 – 20:00. At 9:20 am my spouse received an email from IKEA that the delivery. We let the customer service know through email that this was their problem to solve and we expect that delivery would happen today. We advised them that a new delivery date of August 14 demonstrated incompetence, unprofessionalism, and unexceptable for a major company that prides itself on its inventory.
1. Serious operational issues should be made public.
When a company that prides itself on its inventory management but has a franchiser that can not make delivery as promised due to inventory, IKEA investors, customers, business partners, and competitors should be informed. Our residence is within 30 km of three IKEA locations and the IKEA franchiser could not make a delivery as promised.
2. This is an awful customer experience and competition for furniture and furnishings is vicious online and in this region. Why is IKEA corporate allowing these shtshow of customer service?
Charge customer in full for order nearly two weeks before delivery date
Charge customer for delivery
Provide delivery date with a ridiculous 14-hour window of time
Inform customer mid-morning of delivery date that it will not happen
Provide lame excuse
Provide new delivery date four days later
Provide toll paid by customer to contact customer service
Disappoint customer clearly and absolutely to the point customer is launching complaints on klacht.nl and other social media
Angry because IKEA has interfered with my work day, the work day of my spouse as well as our colleagues and the people we serve in our work
Really angry because if they do not deliver today, IKEA again interferes with another work day, another work day of my spouse as well as our colleagues and the people we serve in our work
3. Corporate IKEA needs to know that they have a big problem with customer service.
My spouse sent an email to corporate at [email protected] that our experience demonstrates incompetence, unprofessionalism, and an poor inventory/delivery operations model.
4. Here is IKEA’s BS email that basically makes their operational problem their customer’s problem. And you pay for the phone call to discuss their problem.
Hej T,
Onlangs heb je bij IKEA een bestelling geplaatst met bestelnummer .
Onze transporteur heeft ons laten weten dat ze je producten nog niet hebben ontvangen; hierdoor kunnen we je bestelling helaas niet vandaag bij je afleveren. Excuses hiervoor; erg vervelend dat we je moeten teleurstellen met deze vertraging.
De nieuwe verwachte afleverdatum van je order is 14 augustus; je kan de levering tussen 8 en 20 uur verwachten. Ben je er deze dag niet, dan kan je natuurlijk altijd contact met ons opnemen om een latere leverdatum af te spreken.
Dit kan via de IKEA informatielijn: 0900 – 235 45 32 (gebruikelijke belkosten). Bekijk onze openingstijden op IKEA.nl/openingstijden .
Hopelijk hebben we je hiermee voldoende informatie gegeven. Heb je naar aanleiding van deze e-mail nog vragen, of heb je een andere vraag? Neem dan gerust contact met ons op.
Met vriendelijke groet,
IKEA B.V. Nederland
Customer Support Center
Gewenste Oplossing:
We would like our order delivered today as expected. If there is a missing product, that should be mailed (if small) or delivered ASAP at no charge to us.
