IKEA

Pick and delivery was a horrible experience. We purchased and paid for all items on Monday. Delivery was scheduled for Wednesday. All items were in stock. On Wednesday, they only delivered part of the order. It should be noted that the order included a bed and mattress. They delivered the bed but not the mattress. They use a 4 hour delivery window so we had to leave work to receive the shipment. We called IKEA's 1-800 customer service number which is very poorly and inadequately staffed. After a long wait, were informed that they were very sorry, they'd look in to it, it would take at least 48 hours to do an "investigation" and someone would get back to us. I eventually escalated to a manager who eventually agreed to actually try to contact someone at the Renton store. She then gave me a phone number for an after sales manager. i called him, he returned the call and assured me that he would personally resolve the matter. He committed to this: delivery after 5:00pm on Friday (in two days), delivery of the 3 missing items and a refund of the picking and delivery charges. On Friday, no one came. We called the "helpful" after sales manager who'd claimed to give us his personal extension and got voicemail. We called again. Voicemail. Never did hear back from him and strongly doubt he even gave us his real name. We called IKEA's 1-800 #. We got a very nice and well meaning rep who said, essentially, that they could do nothing. We again escalated and insisted they contact someone at the Renton store. This time we got another very nice after sales "manager". She assured us they'd bring the rest of the order the following day. Another four hour wait and this time the delivery company did come, with two of the three missing items. The delivery company also explained that they don't do deliveries after 5pm, that they don't schedule deliveries in such a narrow window, that they've explained their delivery policies and schedules numerous times to the IKEA store but that IKEA is unable to understand how to schedule deliveries and repeatedly promises customers things they know full well they will not be able to do. At least the delivery company (not part of IKEA) is honest. We gave up on any follow through from the Renton store and called 1-800 again. By now I'm threatening to return everything we've ordered and have requested at a minimum they actually refund me the money they said they'd refund. We eventually got the final item, on the third attempt, after 6 or 7 hours of phone calls and hold time and 12 hours of waiting around for deliveries. And we finally got the measly refund. We will never order pick and delivery from IKEA again and will in all likelihood never shop at any of their stores again as well. The service is beyond horrible and is unprofessional in the worst sort of way - people are kind and seem to be well meaning, but no one in the IKEA customer service hierarchy is actually empowered to do anything to resolve customer service issues. They seem to think their prices are so low people will put up with anything IKEA chooses to dish out, including taking payment for items they really have no ability to actually deliver. No price is worth that level of shoddy business practice. We would have been better off paying more for items that arrived on time and already assembled.

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We had the installation designer come out for a final walk through a week before cabinet assembly was to begin to go over any work that would need to be done to finish our kitchen install. Chris came out and met with my husband and promised to give us an updated quote the following day, a Friday. After no word from Chris by Tuesday, I called to find out the new quote total as assembly of the cabinets was to begin on Thursday. By Wednesday I called off all work until the updated quote could be reviewed, I was not about to start any of the work without an updated quote. Amazingly enough, we had an updated quote in 20 minutes after I put a hold on all work. The new quote was obviously thrown together in that 20 minutes as it was more than 2x the price of the original work and didn't address the floors that my husband had discussed with Chris. Some items were listed to take 3.5 hours at $549/hour. Hopefully that was a typo, but given the lack of customer service we had received at this point, we decided to put a hold on the work and entertain other bids. We cancelled all outstanding work orders, this was on Wednesday after reviewing the updated quote. On Thursday when assembly was scheduled to have begun, but had been cancelled, I received a call from an Ikea assembler at 7:30 am trying to find our house to begin work. I informed him that all work had been cancelled. The lack of follow through and customer service we received was extremely disappointing. We did have Ikea place our order for the cabinet materials and deliver. Now that we are assembling and installing the cabinets ourselves, we are finding all kinds of errors with our order and measurements from the designer. We have already made 3 trips back to Ikea to exchange items that were incorrect. We had cabinet doors that were not the right size for any of our cabinets. Cabinets that were not the right size for our area. It is obvious that after we made changes to our plan, Sarah never went back to make the changes to our order to accommodate these changes. We've spent a lot of time spinning our wheels due to Ikea errors. We would go with Ikea products again, but we would never use the design service and certainly would be more hands on with our order and all necessary parts. So far we have returned $600 worth of incorrect parts for our kitchen and have another $200 worth waiting to be returned once we are done with the project...hopefully that is the end of it.

I've had returns and adjustments, I've had things come out of the box scratched, but they've always treated me very well. Everyone is treated the same way. Recently the cashier that helped me was very friendly and courteous.

Overall, an okay experience, but they could use improvement in many areas. They need to notify customers promptly about items that are back-ordered and to call customers when special ordered items arrive. They are consistently bad about estimated delivery dates, or giving correct information when items are to be available when they are not in stock.

The instruction sheet was very easy to follow. I am very pleased with the look and quality. The software is unbelievable. My wife and I went on-line to design the kitchen. By giving the measurements and layout, we were able to bring the preferred kitchen into 3D to get a true feel of it. I placed the order in the store. The next day, I was able to pick them up.

Good. The flooring was in stock and was good quality for the price. The transition strips needed to join to another type of flooring were not in stock and took several trips to get. The installation tools are not very durable and quickly degraded to the point where it damaged some of the boards. I ended up going to Home Depot and getting a Pergo installation tool kit which was much more durable. The other thing you have to watch is be sure to get everything you need quickly. There is no guarantee they will still be selling the same color and pattern in the future (this is true with any manufacturer though.)

Almost perfect. The cabinets come pre-drilled for wall mounting. For some strange reason, horizontal cabinets with glass doors have mounting holes located differently from the others and therefore they will not hang at the same height. We switched it out for a solid door cabinet and everything was fine.

EVERYONE WAS REALLY HELPFUL WHEN YOU GOT THEIR ATTENTION. BUT REALLY YOU JUST KIND OF ROAM AROUND. THEY HAD A GOOD SELECTION, BUT THEY NEED MORE WORKERS. ITS REALLY HARD TO FIND EMPLOYEES TO ASK THEM QUESTIONS.

I LIKE WHAT IKEA HAS TO OFFER, BUT I'D PREFER THEY HAVE AN OPTION FOR THEIR PEOPLE TO DO THE INSTALLATION. WE LIKE THE PRODUCTS WE RECEIVED FROM THEM. WE ORDERED OUR COUNTERTOP, KITCHEN SINK AND KITCHEN DRAWER KNOBS AND HANDLES. WE LOVE HOW OUR KITCHEN LOOKS WITHOUT SPENDING TOO MUCH MONEY.

IT WAS GREAT. THEY HAD SOMEONE THERE THAT COULD TELL YOU ABOUT THE DIFFERENT TYPES OF FLOORING THAT THEY HAD AND THE TRIM THAT WENT WITH IT. THE PERSON ALSO KNEW A LOT ABOUT EACH OF THE DIFFERENT BRANDS WARRANTIES.