Mijn Klacht:

On June 25th, I ordered a Kallax (10275862), along multiple other items. When I started assemby, I realized the shelves of this shelving unit was not sent. They send only the thick outer frame. I called IKEA and they gave me a 10 days later appointment to replace the item. On the appointment day, there was no shipment. I called again. IKEA gave another appointment, again for 10 days later. The product didn’t come this time either. I called IKEA again. Customer representative said the product is out of stock and asked me to call one week later. I called one week later – today. Product is in stock but the customer representative gave me a an appointment for Sept 2nd – 13 days later.
1. IKEA customer service system is not keeping logs of calls, or any notes taken by the representative.
2. Customer representative makes delivery appointments to 10-13 days later, but unable to reserve product for the ed delivery. The product goes out of stock in the meantime, and when the picking date comes, because there is no product left, they can not execute.
3. IKEA customer service representative can not access any historic information regarding the case
4. IKEA customer service representative has noone to connect when escalation requested
Today, when the customer service representative gave me a 13 days later date for appointment to deliver product, I explained that this happed 2 times before, and for the 3rd time she’s trying to make this. I asked for an earlier delivery date, to make sure my item can be picked before the item goes out-of-stock. My request was denied. I wanted to talk to manager – request denied. I wanted a written ation on delivery appointment – request denied. When I insisted to talk to supervisor, the customer representative asked time, went away, and on her return she told me she will close the phone. I called back, waited on the line for 20 minutes, without success.
The Kallax with missing parts is still in the middle of my living room – the last 30 days. IKEA ed product delivery two times – failed both times. The third attempts IKEA offered to deliver 13 days later. But refused to provide written ation. I ordered same furniture, and system gave me delivery time for 4 days later. I paid for this furniture 2 times. And I paid the 49 Eurotip transportation fee – 2 times!
I am requesting the Kallax with missing parts to be taken from my flat immediately. And the 49 Euro I paid for the transportation to be refunded.
I have already paid for a new Kallax, i had to buy it because I have other furnitures and furniture accessories with matching color/design. Once i finish, I will force myself to forget IKEA Netherlands.
I am an expat, I lived in 6 countries, in 3 continents. I am 49 years old and I say IKEA Netherlands has the worst customer service capability/system.

Gewenste Oplossing:

Correct your mistake: Take the kallax with missing parts from my flat. Return the amount paid for purchase and transportation.