ᐅ IKEA Service Center – Completely Unacceptable

Hello everyone,

Briefly:
I purchased a kitchen and a wardrobe at the store; the order includes the contact number 06192 939999 for questions. Delivery was made; the delivery note also lists the contact number 06192 939999 for inquiries.
Day 1: I had two questions. I called the service number. After a very poorly structured menu navigation, after about 3 minutes, the automated system tried to transfer me to a human agent. Ringing tone – music... After about 5 minutes on hold, the call was simply disconnected. After a short pause, the same procedure repeated… Ringing/music… after about 8 minutes the call was disconnected again. Longer wait and the same again… Ringing/music… after about 7 minutes the call was disconnected. Last attempt, same procedure… Ringing/music… after about 10 minutes the call was disconnected.
Day 2: the same procedure… Ringing/music… after about x minutes the call was disconnected.
Day 3: ...
Until today, I have been unable to reach the service center by phone. After several minutes of holding and automated sounds, the call is always disconnected by IKEA. This is an absolute disgrace. IKEA SHOULD REMOVE THE WORD SERVICE FROM THEIR VOCABULARY. Absolutely unacceptable. My first and last purchase with them.

I agree, the central service hotline is a complete disaster. Although you eventually get through after a long wait, for example, on January 6th I was promised a callback from a specific Ikea store in the near future (for a major issue, no less), and I am still waiting for that callback today.

Fortunately, in the meantime, I visited that Ikea store and met a very friendly and knowledgeable kitchen salesperson. I received their Ikea email, and everything has been running smoothly since (hopefully it will continue that way). Based on my experience with the central hotline in January, I wouldn’t have ordered a kitchen without another way to get in touch.

Anyone buying something major like a kitchen should insist on having an alternative contact option. However, minimizing service is exactly Ikea’s concept—otherwise, everything would probably be a bit more expensive.

There is really nothing to sugarcoat here. IKEA states that they are working on increasing capacity, but the problem with telephone availability has existed for at least 2 years. Last week, I was on hold for about 20 minutes, but the connection has never been dropped so far. I don’t know if it makes any difference, but I have always called from a landline.

I originally planned to refurnish my home office. At least, that was the plan. But after reading the experiences shared here (and in another thread), I’ve changed my mind completely. Thanks, I definitely don’t want to go through that.

I’d rather spend a bit more money and save my sanity instead.