Hello community,
after being a loyal IKEA customer for a very long time, I had a really bad experience today during my first complaint. It upset and frustrated me so much that I decided to forward my dissatisfaction to the IKEA service email.
Here is my message to IKEA... make up your own mind:
"Dear Sir or Madam,
With this letter, I would like to provide feedback regarding an experience I had at the Dortmund store during a complaint process.
Background information about the complaint
Since April 2010, I have owned a cabinet from the Besta series with the dimensions 60x40x128 cm (23.6x15.7x50.4 inches) (001.340.47). It was wall-mounted by me on a sand-lime brick wall using 8 mm (0.3 inches) plugs and appropriate screws according to the instructions. The items stored inside had a total weight of 28–29 kg (62–64 lbs).
Last week, I unfortunately discovered damage to the top panel of the carcass. Two of the four rear screws were pulled out of the particle board along with large parts of the board itself. The cabinet shifted down on the wall by about 10–15 cm (4–6 inches), held only by the front screws of the top panel. Fortunately, no one was injured and the contents of the cabinet were not damaged.
I disassembled the cabinet, removed the two doors (501.784.68), and brought the carcass to the Dortmund store for the complaint (date/time: 12.xx., xx.xx, service ticket # xxx) along with the receipt.
Experience with the complaint handling
The service employee asked me several questions about the installation. I was told that it would be necessary for an IKEA team to visit my home to determine the exact circumstances of the damage. I responded that I had no problem with an IKEA employee traveling the 25 km (15.5 miles) to Bochum, but I was convinced that the damaged carcass I brought in and the precise mounting details should be sufficient to resolve a damage claim of over 55 EUR.
Next, the employee asked me what exactly I had stored in the cabinet. When I explained that various items such as vases, photo books, etc. were kept there, I was told that this cabinet was only suitable for up to 128 DVDs (reference to a note in the computer system under the heading "Customer Benefit"). My question about whether videotapes could also be stored there was met with surprise. It took a few minutes of convincing on my part to explain that while a furniture load limit is certainly understandable, the type of items stored should be less relevant.
The service employee then informed me that I would receive a replacement top panel for this carcass. After I retrieved a replacement carcass from the shelf, I was asked to remove the top panel from my defective carcass. Then, the new top panel was handed to me from the box. I was kindly seen off by the service employee with a half-assembled carcass.
Personal conclusion
In 20 years as a loyal and devoted IKEA customer, I have spent roughly between 25,000 and 30,000 EUR in your stores. Your products have always met my expectations until now. Believe me, after all this time as an IKEA customer, I am very aware of what I can expect from a 55 EUR carcass.
After my first real complaint case, I am deeply disappointed by
a) the way the complaint was handled.
At times I felt more like a supplicant than a customer with a serious concern. Especially being left standing with a half-assembled carcass was by far the most humiliating customer experience I have ever had.
b) the outcome of the complaint.
Thank you for the replacement top panel, but a new replacement carcass would have been exactly the outcome I would expect from a customer-oriented furniture store.
Looking ahead to my future furniture purchases as a consumer, IKEA could certainly generate another 15,000 to 20,000 EUR in sales from me.
Unfortunately, I must inform you that I am ending my loyal customer relationship with you and will no longer buy any more furniture from you.
Kind regards"
Yours, Tomtom
after being a loyal IKEA customer for a very long time, I had a really bad experience today during my first complaint. It upset and frustrated me so much that I decided to forward my dissatisfaction to the IKEA service email.
Here is my message to IKEA... make up your own mind:
"Dear Sir or Madam,
With this letter, I would like to provide feedback regarding an experience I had at the Dortmund store during a complaint process.
Background information about the complaint
Since April 2010, I have owned a cabinet from the Besta series with the dimensions 60x40x128 cm (23.6x15.7x50.4 inches) (001.340.47). It was wall-mounted by me on a sand-lime brick wall using 8 mm (0.3 inches) plugs and appropriate screws according to the instructions. The items stored inside had a total weight of 28–29 kg (62–64 lbs).
Last week, I unfortunately discovered damage to the top panel of the carcass. Two of the four rear screws were pulled out of the particle board along with large parts of the board itself. The cabinet shifted down on the wall by about 10–15 cm (4–6 inches), held only by the front screws of the top panel. Fortunately, no one was injured and the contents of the cabinet were not damaged.
I disassembled the cabinet, removed the two doors (501.784.68), and brought the carcass to the Dortmund store for the complaint (date/time: 12.xx., xx.xx, service ticket # xxx) along with the receipt.
Experience with the complaint handling
The service employee asked me several questions about the installation. I was told that it would be necessary for an IKEA team to visit my home to determine the exact circumstances of the damage. I responded that I had no problem with an IKEA employee traveling the 25 km (15.5 miles) to Bochum, but I was convinced that the damaged carcass I brought in and the precise mounting details should be sufficient to resolve a damage claim of over 55 EUR.
Next, the employee asked me what exactly I had stored in the cabinet. When I explained that various items such as vases, photo books, etc. were kept there, I was told that this cabinet was only suitable for up to 128 DVDs (reference to a note in the computer system under the heading "Customer Benefit"). My question about whether videotapes could also be stored there was met with surprise. It took a few minutes of convincing on my part to explain that while a furniture load limit is certainly understandable, the type of items stored should be less relevant.
The service employee then informed me that I would receive a replacement top panel for this carcass. After I retrieved a replacement carcass from the shelf, I was asked to remove the top panel from my defective carcass. Then, the new top panel was handed to me from the box. I was kindly seen off by the service employee with a half-assembled carcass.
Personal conclusion
In 20 years as a loyal and devoted IKEA customer, I have spent roughly between 25,000 and 30,000 EUR in your stores. Your products have always met my expectations until now. Believe me, after all this time as an IKEA customer, I am very aware of what I can expect from a 55 EUR carcass.
After my first real complaint case, I am deeply disappointed by
a) the way the complaint was handled.
At times I felt more like a supplicant than a customer with a serious concern. Especially being left standing with a half-assembled carcass was by far the most humiliating customer experience I have ever had.
b) the outcome of the complaint.
Thank you for the replacement top panel, but a new replacement carcass would have been exactly the outcome I would expect from a customer-oriented furniture store.
Looking ahead to my future furniture purchases as a consumer, IKEA could certainly generate another 15,000 to 20,000 EUR in sales from me.
Unfortunately, I must inform you that I am ending my loyal customer relationship with you and will no longer buy any more furniture from you.
Kind regards"
Yours, Tomtom
M
Maverick185419 Aug 2011 09:10And what does Tomtom say???
I think he has realized that he is not right...
I think he has realized that he is not right...
Hey
DBGHP, you asked if anyone has had experience with transport insurance.
I somehow managed to break a newly purchased wine glass on the way from IKEA to the car. I went back to IKEA and actually got a replacement right away.
Another example:
We assembled our Pax wardrobe, and when we lifted it to stand it up, someone grabbed it in an unlucky spot, causing a panel to break. We called IKEA to ask if it was possible to order this single part. The part was delivered shortly after, and we didn’t even have to pay for it.
I love IKEA <3 It’s the most customer-friendly company I know <3
DBGHP, you asked if anyone has had experience with transport insurance.
I somehow managed to break a newly purchased wine glass on the way from IKEA to the car. I went back to IKEA and actually got a replacement right away.
Another example:
We assembled our Pax wardrobe, and when we lifted it to stand it up, someone grabbed it in an unlucky spot, causing a panel to break. We called IKEA to ask if it was possible to order this single part. The part was delivered shortly after, and we didn’t even have to pay for it.
I love IKEA <3 It’s the most customer-friendly company I know <3
I
IKEA-Profi18 Nov 2011 22:57I'm sorry.
To me, this is a clear case of "I was just too stupid and prefer to take out my frustration about my own stupidity elsewhere" –
Unfortunately, this happens thousands of times every day at IKEA.
I have the utmost respect for the KuSe team.
Everything else has already been said in great detail.
And I agree – the argument "I've already spent this much" (if it’s even true) is completely irrelevant and unimportant, and it usually just makes people tune out...
P.S.:
Registering only to post this says it all.
To me, this is a clear case of "I was just too stupid and prefer to take out my frustration about my own stupidity elsewhere" –
Unfortunately, this happens thousands of times every day at IKEA.
I have the utmost respect for the KuSe team.
Everything else has already been said in great detail.
And I agree – the argument "I've already spent this much" (if it’s even true) is completely irrelevant and unimportant, and it usually just makes people tune out...
P.S.:
Registering only to post this says it all.
I also don’t understand what your problem is. The lid is broken, so you received a new one. What’s wrong with that? Why do you want a new cabinet carcass if it’s not even damaged? If a small part of a large piece is broken, it’s enough to just repair that small part. This is also what you call a bit of sustainability...
Warranty Case LAGAN Dishwasher
After the machine stopped draining after only 8 months of use, it was clearly a warranty issue!
I had to call through three different phone numbers and was then told a technician could come in one week.
One week without a dishwasher in a household of five means a lot of dishwashing by hand, and since I don’t want to put that strain on my delicate hands, I am now foregoing the warranty claim. My husband will repair it, or we might just buy a new machine—definitely not from IKEA!
After the machine stopped draining after only 8 months of use, it was clearly a warranty issue!
I had to call through three different phone numbers and was then told a technician could come in one week.
One week without a dishwasher in a household of five means a lot of dishwashing by hand, and since I don’t want to put that strain on my delicate hands, I am now foregoing the warranty claim. My husband will repair it, or we might just buy a new machine—definitely not from IKEA!
I
IKEA-Experte28 Dec 2011 15:38Well, the customer service is not from IKEA, and even with Siemens or any other manufacturer, it can happen that you have to wait a few days, especially around the holidays when many people like to take a few days off. As far as I know, an "emergency service" only exists for freezers.
If I think back to my childhood, hardly anyone had a dishwasher, and dishes were done by hand for years. What’s one week in that context? The children, as long as they were not very young, took turns helping with the washing up. You also have to stay realistic.
If I think back to my childhood, hardly anyone had a dishwasher, and dishes were done by hand for years. What’s one week in that context? The children, as long as they were not very young, took turns helping with the washing up. You also have to stay realistic.
Similar topics