I love IKEA. I love wandering it's warehouse, dreaming about cool living rooms and kitchens. Dreaming about where I'd put that lamp or that bookcase.
But I will *never* shop online at IKEA ever again. This has got to be the worst online shopping expereince I have *ever* had.
3 weeks ago, we placed an order for over $500 of IKEA gear for our new studio - desks, bookcases, credenzas, etc - all ordered online. We got the email confirmation of the order a while later. That's when things started circling the bowl.
I thought the email confirmation was just that, so I put it in my Net Buys folder and forgot about it. A week later, I get another email from IKEA:
Your merchandise will be held for you for 48 hours. If we do not receive a response from you confirming your order, your e-Shop order will be canceled.WTF? I go back to the previous email and it says:
Your order information appears below. Due to a high volume of orders, we will contact you to confirm your order with the details about your delivery and total cost within 5 - 7 business days.Fine, fine....I send off the confirmation email.
I get back from Apple Expo Paris and I have a message in voicemail:
Please contact us within the next 48 hrs by phone our your order will be cancelled." WTF? #2
Yesterday, I call and ask where our order is.
IKEA: Your order has been cancelled.
Me: WHY!?
IKEA: Because you didn't call us back.
Me: But I confirmed the order via email!
IKEA: We also follow up *a week later* with another phone call.
Me: WHY!?
IKEA: Just company policy, sir.
Me: How do I reinstate the order?
IKEA: I can do that for you sir and call you back.
Me: Please do that.
I wait.......nothing....So I call back today...
IKEA: The order has not been reinstated.
Me: Why not?
IKEA: No one made that request sir.
Me: Oh, for crying out loud! Let me speak to a manager.
I try to get Jay, a supervisor, to explain why IKEA requires 3 seperate confirmations of the order. He apparently can't. I ask him how can we get our order, that we made over 3 weeks ago, shipped to us ASAP.
Jay: We don't expedite shipping, sir.
Me: We are paying 25% of the costs of our order in shipping charges and you can't expedite it!?
Jay: No sir.
Me: You have a very upset customer on the phone and yet, you can't seem to find a way to make this customer happy?
Jay: No sir.
Me: How do I reinstate my order?
Jay: I can do that for you sir.
Me: Please do.
I've now been on the phone, mostly on hold, with IKEA over the past 2 days for a total of 2.5 hrs.
10 mins later, Denise picks up the phone.
Denise: Can I help you?
Me: What?
Denise: Can I help you?
Me: Where is Jay?
Denise: Jay told me to speak to you about redoing your order.
Me: Just reinstate the order.
Denise: We can't do that sir.
Me: Why not?
Denise: The telephone number we have for you doesn't match.
Me: WHAT! You people *called* me! You left voicemail! How can you say the phone number is incorrect!?
75 mins later....I'm now on hold, waiting for Jay.....
Dianna: Hello sir. Can I help you?
Me: This isn't Jay.
Dianna: No sir, it's Dianna.
Me: Jay doesn't want to talk to me?
Dianna: He's on the other line. Can I help you?
Me: Did Jay explain to you what is going on?
Dianna: No sir.
Me: So you need me to go through the entire issue all over again.
Dianna: Yes sir.
Me: Cancel my order.
I'm going to find somewhere in Middle Tennessee who wants to take my money.....
