Discuss My Experience With IKEA Direct on IKEAFANS.com. We're Personalizing the IKEA Experience. My Experience With IKEA Direct - Trade tips on getting through to the kitchen department, phone and fax ordering, what to do about returns, and dealing with issues and problems after the fact - from a distance..
I searched IKEA Fans when I was considering IKEA Direct so I new to expect problems but I didn't know there would be a problem with EVERY STEP of the process.
I am attempting to order cabinets for my kitchen.
Step 1: Go to the website. Fill the cart. Click submit. Easy enough.
"Your order will be processed and you will be contact by a rep within 48 hours"
I'm not entirely sure I remember the time they actually promised at this point but what I do remember is they were 4 hours past the deadline they set for themselves and I had to contact them directly to get a response.
Ok - so i'm a bit impatient.
Step 2: Work with the rep to polish up the order and make sure I have everything I need to complete the kitchen.
"I'll send the order documents over within 24 hours"
72 hours later I receive the documents. Hm...another broken promise.
Step 3: Made a couple changes to the order.
"I'll have the revised order ready and send it over in 1 hour"
Cool! 24 hours later I received the revised order. I'm getting worried. Nonetheless, I fill out all the order information, credit card, etc., and fax it all in.
"I received the fax. I'll go ahead and have the order processed and you should hear from the shipping company on or before July 3rd [two weeks later]"
Sound reasonable.
I finally contacted my ikea direct rep today (July 17).
Me: "So what is the status of my order?"
IKEA Rep: "I have check the status of your order and unfortunately, my security department declined your order because they wasn't able to verify
the purchase with you or your credit card company. I can replace the order and try it again, and I apologize for this issue because i wasn't aware of it."
That's funny. I have 3 phone numbers and all with voicemail and not one message was left concerning this issue. Strange. Is IKEA Direct some kind of front organization for the mob or something? Because so far they have failed to meet any common "good business practice" at all.
So, go for it with IKEA Direct but just be prepared. I'm really scared of what I'm actually going to receive if/when the truck actually arrives. I'll update you all on my experience when more develops. So far it's been really depressing.
--- Received from IKEA2.XXXX EXT. XXXX 08-07-17 23.26 -------------------------------------------------------------------------------------------------
Hi XXXXXX,
I have reprocessed your order and hopefully everything will be okay and I will track this and have it expedited for you.
Sounds very similar to the problem I just had with my order for an item at JcPenney. I paid for the order upfront with cash and they said it would be on back order. I even checked via the internet to see what the status was 3 weeks later and it was still on back order. Six weeks later, I call and I'm informed they can't locate my order. After much investigation, the order was never even processed. Yep, they took my money but never ordered it. So how then did it show my order was on back order via the internet? Go figure!!!
Extremely frustrating!!!! Hope everything works out for you.
This may be valuable news or just the rumor-mill. Either way - I wish I knew which came first on this issue: the chicken (IKEA Direct's demise) or the egg (their poor customer service):
--- Received from IKEA2.XXXX EXT. XXXX 08-07-22 16.28
Hi XXXXX,
Your order was processed, I am asking my warehouse to expedite your order out
of the warehouse and I am awaiting a response and I will keep you posted.
Well everyone - the cabinets are scheduled to be delivered to my residence on monday, aug. 4. This is welcome news. I'll let you know how they did on my order after monday!
The cabinets are arrived!!!! After full inventory of shippment, what I thought was a missing part was a clever replacement of an out-of-stock part with a birch part. It's hidden so it doesn't matter. Unfortunately, whoever packed my pallet of boxes decided to balance half of the load on my toe-kicks which were pivoting on a single small box. Needless to say, they were broken on arrival. Just called ikea direct and the replacements are on their way, free of charge. Otherwise, they got my order exactly right (at least, according to MY copy of the order which just has all the parts and part numbers listed). So i'll post again when I put them together and see if I have all of the CORRECT parts. Things are looking a little better, though.
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My Experience With IKEA Direct
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