ᐅ Unable to place kitchen order

Hello everyone,
About four weeks ago, we started considering buying an IKEA kitchen.
The measurements were taken, and the planning was done at the Swedish house with the help of very friendly staff.
Unfortunately, the kitchen still cannot be ordered because the software interface between the countertop program and the order processing system is not working. We have been waiting for about 8 days for a message that the software issue has been fixed.
According to an employee, this problem affects the whole country. That means no complete orders can be accepted.
Strange, isn’t it??? I would of course like to take advantage of the 10% discount for Family Card holders. But the kitchen has to be paid for by 15.09, which of course is not possible without an order.
Has anyone heard about this problem?

Thanks for your feedback.

crluise

I haven’t heard of the problem itself yet. But if everything is clear and it’s just a matter of placing the order including payment, I would get a written confirmation that I will still receive this 10% promotional card afterward. That would be my suggestion.

You’re not responsible for the technical issue. So, go ahead and get a confirmation (I would do it in writing).

I know the problem – it’s not just Germany but also Austria, and as far as I know, it only affects laminate countertops (everyone orders from the same supplier).

Do as Maverick suggested – go directly to customer service and get written confirmation that the 10% is acceptable.

Regards

Hi,

that’s correct. Technically, it’s a software issue on the manufacturer’s side. It should be resolved later this week. The first sample countertops have already been sent out; once they have been checked, custom countertops can also be ordered for customers again.

What I don’t understand, however, is why you can’t order your kitchen(?) Basically, this is possible, and the countertop will then be sent to you free of charge afterward. So you can go to your home improvement store and order your kitchen, and of course receive the 10% voucher. You will pay for the countertop upon delivery and then redeem the voucher at customer service. If the software issue persists, it’s possible that if you want the delivery as soon as possible, the countertop will arrive later than your kitchen since they are two separate orders.

Here’s how it works if the countertop cannot be ordered: You buy the kitchen, pick it up yourself or have it delivered to your home or to the central warehouse. Then an offer for the custom countertop is created, including a drawing. You sign everything. Your order is in fact an offer but will become a binding order as soon as the software is working again, since you have signed for it. The offer will include your Family number and ideally your kitchen order number, as long as the countertop does not exceed 150 Euro. You pay ONLY for the kitchen at checkout and receive the 10% voucher for it. Upon delivery of the countertop, you pay for it, bring the binding offer and delivery invoice to the store. Please bring your Family card and the kitchen invoice just in case, and present everything at customer service so they can verify that you purchased both kitchen and countertop during the promotion period. Finally, the voucher will be issued. Done.

So please go to your home improvement store and don’t let them brush you off. This is how it works and should be handled this way everywhere. It’s a bit more paperwork but should be less of a problem for you.

Kind regards

Na.

PS: Please let me know how it went!

Good morning,

thank you for the responses.
According to IKEA, the kitchen order should only be placed as a complete package including countertops, as otherwise something is likely to go wrong. They would definitely not recommend placing an order without the countertops since it is a full-service contract including delivery and installation, and partial orders always cause problems.
I went to IKEA yesterday evening after I noticed the service number in my call list.

There, I was told that the software error had been fixed since Tuesday. The colleague said the kitchen order had already been placed????????????????? I am going back there at 10:00 a.m. to ask how that is possible without me confirming the order? We had parted ways last Thursday with me asking for a call as soon as the error was fixed so we could review the kitchen order together. Probably they just meant well. The 10% discount is also supposed to be applied upon delivery of the kitchen. At least that was communicated to me verbally. I will clarify the matter in person right away and get back to you.

Thanks for the helpful tips!
crluise

Hi, well at least there is some progress on the matter.

I'm curious to see the outcome. 😉

Best regards

Na