Mijn Klacht:

I order some furniture online from Ikea Haarlem / Amsterdam. They give you some option days to deliver it to your address between 7 Am to 10 Pm. I believe thy are not aware people actually have a life and work. I chose it to be delivered 2 weeks after the day I actually ordered. Few days before the actual delivery day they call me in the evening saying “actually there was a problem with your order and we cannot delivery it anymore”. Pretty upsetting as I had moved all my life and agenda in order to be home ALL DAY waiting for Ikea to deliver my furniture. For the delivery to be made they offered me some other days THEY COULD deliver which did not match my schedule at all. After I complained about it, someone called me from a Blocked ID number “apologizing” for it and that they would deliver the furniture the day that was best for me. Attention please, AFTER I COMPLAINED about it. This took 3 phone calls from them in order to be solved. After the furniture was delivered at my house, I started building the parts only to realize that one of the pieces was factory faulted. It belonged to a bed I had purchased. Because their customer service line takes for ever to be answered over the phone and it is expensive I personally went to Ikea in Haarlem city (Laan van Decima 1, 2031 CX Haarlem / 0900 2354532) to express my concerns. Again more time of my life wasted with something I had already paid for. The lady in their Klantenservice desks was an extremely rude lady who told me the following: “You live in Holland therefore you should speak Dutch”. As I have been living in this country for 7 months I took it lightly and “apologized” for it in the sense that I indeed do not speak the language. After this welcoming chat she than attended me throughout in English. Her name is Helga and she is around 50 years old. She than asked me why I had not bring the “faulted piece” of the bed so she could see it, to which I replied that it was an extremely heavy piece and as I do not drive I could not bring it with me. (I take the train like most Dutch commuters). This piece of the bed is extremely heavy and is metal made. I had however taken photos of it (clear ones) with my phone to explain her the issue. After she saw the photos she went on to try and solve the problem. She said that “they normally don’t go and exchange pieces at home” so I had to call a number in order to arrange it. Seriously?? I refused to do it and she ended up calling them in front of me to arrange everything. She gave me a “reference” number of the complaint that will later on be needed in order for the part to be exchanged. All she told me was: “they will call you”. 4 days have passed and so far nothing. I had to call their customer service AGAIN and I spoke to a nice lady (shocker) who told me they have a 7 day waiting list for these types of exchanges and that the person who dealt with my case in the shop should have told me this. Well. They didn’t. Now I am waiting for a phone call from Ikea (again 4 days days have passed) in order for them to arrange the exchange. MEANWHILE I am sitting at home waiting for a furniture piece for my bed where I am supposed to be sleeping already with absolute no support. And I remind you that all of this furniture is already paid for. Something that is supposed to be so simple has taken such a long time to be resolved with so much hassle. I have to be sleeping on a mattress because of this. I have lived in 3 different countries before and I have never ever experienced such bad customer service from a company in my entire life. And to complete it I have no where else to complain about this, no one will listen or do anything to help this situation. I have to just sit and wait. It is honestly ridiculous.

Gewenste Oplossing:

N/A