IKEA Canada

Filed against :
Ikea
1475 The Queensway
Etobicoke ON M8Z1T3

Complaint Description:
Inefficient customer service desk which is a result of lack of training and appropriate management oversight. The customer service installation and assembly department servicing time is appalling as I was at the North York location and was service on a timely basis. I was at the Etobicoke location twice and in each case observed the horrid servicing. In the first instance, it took Hunter 30 minutes before he called for back-up. In the second instance, I was the second customer in line and it took an hour to complete the service. In both instances, there were other Ikea staff members around who saw the issue but did not go to the back of the house to indicate the issue. These staff members were aimlessly walking about. I have been the retail sector previously and I have been in management for the last ten years in Finance. I take in upon me to walk into the cubicle to get a better understanding of the issues on hand. The Ikea management was leaving this to their staff ... instead they sat in their office, never rolling up the sleeve and observing the service department. It was obvious that Adib was struggling. The first customer was irate because she said I NEVER ASKED FOR INSTALLATION TO BE REFUNDED, BUT YET YOU REFUNDED THE INSTALLATION. I only asked for the delivery to be refunded. It took him thirty minutes to sort that out, which was then a simply rebilling of the installation. He apologized and said because of wasting your time, we are taking care of the installation. To which the customer said no you aren't, you just charged me. Adib had no idea what he was doing or what he was saying. When Adib processed my order, it was well beyond his capability. He struggled through it and did not listen to the customer. My order configuration changed but as the installation time was already in the system for Feb 14, 2014 at 9:00 am there should have not been a problem to get that time slot. I SPECIFICALLY TOLD HIM I WANTED THE SAME TIME AND DATE. I don't know what Ikea did but he changed the time and never informed me. They should inform the client of the date and time of the installation. THAT WAS NEVER DONE!!! I would have cancelled the installation because I AM DEADSET AGAINST AN AFTERNOON INSTALLATION. That was the time set aside to organize the closet. Kim the manager apologized with the I am sorry but was not sorry. She sat in her office saying I did not know that it was busy outside. After spending $2000 at Ikea that weekend, I will never go back because the service is just ridiculous.

Your Desired Resolution:
I would like the Corporate Head Office to call me to explain the average processing time and what the policy is for the number of employees on hand at the installation and delivery desk. The return desk was more than well staffed as I waited less than three minutes to be serviced. I don't understand why when you are paying for installation or delivery (where Ikea is actually getting money in), why there is only one Ikea staff. The logic does not make sense. I also want to see that Adib is re-trained because of the two people he serviced he had severely errored on each occasion. The first customer before me did not ask for her installation to be refunded but that is what he did. I also wanted Corporate Head Office to speak to the Etobicoke location. Their management staff needs to be more hands on and needs to enter the floor to access the service demands and deploy their employees appropriately.

This case will be reviewed by a complaint specialist at BBB. If your submission meets all the required criteria, it will be forwarded to the business for response within 2 days. It is our policy to allow the business 30 working days to respond to your complaint. BBB will contact you as soon as information is available.

worst customer service! delivery people called to say they were here so I went down to inform the security person in my building so that the could provide access to the elevator. We arrived to the delivery door and the driver had left. This entire process took less than 10 minutes and they were gone without any notification.
I then called the store to speak with someone and they had the nerve to tell me that the driver said they had been waiting over 20 minutes for me. Apparently it is ok to deceive and get away with it within this company. There are clearly no repercussions. The customer MUST BE WRONG.
So absurd!!

Delivery costs seem reasonable, but it's because you will get awful service. Had my delivery rescheduled and had nothing but rude representatives the entire time. We also had not known when the driver would come the first time and they NEVER called us to let us know they were there. Driver said they could wait 10 minutes so I could zip on over then I received a call right from an Ikea representative after saying that they are leaving after they told me they could wait 10 minutes. Then I had to reschedule and had to pay a $60 delivery fee. Then the next time they were supposed to come. I booked it for a Tuesday then they call me and say they cannot do Tuesday and have to do Wednesday. (Okay fine) Then they change my time without telling me from 12-4 to 1-5. Then the day of I received a call saying that the truck broke down and we will not receive our product at EITHER time frame. (Things happen that's okay) So to avoid having us stay there for 12 hours anticipating the shipment we had the agent request a call an hour before. This NEVER happened.They arrived and didn't call but we had someone there (Thank god). THEN the driver dinged my garage (was rude about it did not apologize or anything) Then second of all the cabinets I received were NOT the right ones. I had ordered the high gloss white but received BLUE cabinets. Asked them to return it and the delivery men did it reluctantly. I waited this whole time for BLUE cabinets which now that part of my project must be put off.

Rude agents from Ikea and the delivery team (Calgary) where neither of them are coordinated. There is lack of respect for the customers and lack of communication in ALL departments. If you can do not waste your time getting things delivered. PICK THEM UP. Ikea is only good for the price NOT the service.

- CALGARY ALBERTA

ikea is always our office goto for small fixtures or cabinets and stationary. they provide great choices and prices are decent. we also purchase some of our filing materials there.

Bought a bed and Mattress from Ikea Coquitlam less then 2 years ago for my basement and used it for my visitors, 2 months a go I noticed mold build up in the shape of human body were the mattress contacts the wooden support frame and decided yo bring the mattress back.
Ikea has a 10 years warranty for their Mattress but they did not wanted to accept my returned mattress.
The communication with Ikea stuff was very difficult and not professional and you could see the lack of professorial knowledge and costumer service.
I provided all the documents, pictures and the mattress and many emails and phone calls but it seems they do not talk to each others or know what they are doing for this reason I am not going to spend any penny in low quality IKEA products or even set a foot in there anymore!

When we ordered our kitchen, the sales associate asked us if there were any restrictions regarding our delivery ie. do we live an apartment. We said that had no driveway. The sales associate did not feel that was a restriction worthy of recording on the form. (Please note the associate filled out the form, not us). While our order arrived in the designated time frame the company refused to unload it as there was not a space on the street big enough for them park. They said they would come back with a smaller truck sometime later as we didn't have a driveway.
Really! No driveway! We had made this very clear and were rather frustrated after waiting around all morning for the delivery. This also creates problems later on when we have to wait around again for the delivery. It also means we loose the weekend of working on the kitchen and maybe will need to take more time off work later.
When I phoned IKEA they said they usually would charge a 2nd delivery fee in this kind of situation as we did not declare our lack of driveway. I pointed out the situation should not have happened since we did declare the lack of driveway and the order should have been placed on a smaller truck to be begin with. The rep agreed to waive the 2nd delivery fee with an air that he was doing us a favour however I believe this is the least we should expect in terms of customer service.
The moral of the story; INSIST the associate writes down anything you may feel is a delivery restriction. The rep tried to tell me since their was nothing in writing there was no proof and therefore they could charge us a 2nd delivery fee if they wanted to.
I have to say I find that comment rather patronizing. While I have always been a satisfied IKEA customer in the past, this experience has made me hesitant to recommend their service in the future.

is the second time in 2 years that I get charged 2 times for shipping because one time the building elevator was not working and they told me that they could not deliver but they did not tell me that I would get charged!!. Another time because they came before the office would open. Also impossible to review their product on their web site so we bough some hook which were horrible and had to trow it !!!

I bought the malm bed from Ikea. When I went to put it together, the screws did not fit the crossbars. After looking online I realize this happens frequently to other customers as well. After speaking with Ikea customer service I am even more frustrated. They clearly know there's a problem with the parts but continue to not fix it. I won't be buying anything else that has to be put together from Ikea and I hope this review is helpful for anyone thinking of buying a bed from Ikea. Not worth the frustration.

We ordered a $10,000 IKEA kitchen in person at the Vaughan. One cabinet door was out of stock (of course!). Since we live 90 minutes north of the store, we ordered the one missing door on line. It arrived via FedEx several days later, badly packaged and badly damaged. I put in a claim immediately with a photo. It took IKEA 3 days to acknowledge the claim, after I called THEM! They had FedEx pick up the damaged door, but would not ship a replacement until they inspected the original to verify the damage! It took another 10 days for them to re-ship a replacement door, only after I called them again to find out what the delay was. The replacement arrived yesterday and was packaged much better than the original, and therefore not damaged. Overall however, a very unsatisfactory customer service response. I would not order online from IKEA again and would not recommend anyone else do either.

Twice now IKEA has booked a time for our kitchen to be delivered and twice they haven't shone up. The first time THEY just decided to cancel the order. For four days, they promised to look into it, with no response.. No phone all, no explanation.we're they just going to keep them. Isn't it illegal to withhold a prepaid item?