Visited Ikea in-store this week and immediately noticed that all of the reviews online saying there…read morehas been a dramatic decline in quality could not be more true. Wish I had done that before trying to shop online, which led to Ikea charging me $947.92 for an order they claim never existed despite having sent me a confirmation email and processing the charge on my card.
I will certainly update this review if the issue is ever resolved, but the prospects of that look bleak. Ikea has repeatedly indicated that they are unable to help, and that "it is possible for a transaction to be missed by the system due to a technical issue", which is absurd, but what's worse was their pathetic responses and inability to keep track of the cases supposedly created to investigate it. I was repeatedly assured that a case had been opened, only for the next representative to tell me it had been lost to the same black hole as my order. Poof
Details below.
On June 12th, I placed an order through the IKEA iOS app, received a confirmation email, and was charged $947.92. However, the order never appeared in my account and could not be tracked using the order# provided in the confirmation email. I was stressed about this and my move to a new and unfurnished home, so I spent hours of trying to contact Ikea only to have a representative finally grace me with their presence to advise that IKEA had no record of the order despite the confirmation email and processed charge. They said that they would open a case about it and it would be looked into within 24-48 hours. Spoiler, that did not happen.
On June 13th, I reached out because I had noticed the charge had been processed. They offered to open a case, to which I let them know that a case had been created by the agent I had chatted with the previous day. I was then informed that a case had not been created, and that they would create one.. I asked for a confirmation email and was told they can't provide that, and I can sure see why because over the following week, I spent hours and hours and hours repeating this exact process on loop, reaching out for an update only to be to repeating all of the same information over and over again, and multiple representatives assured me that cases had been created, only for the subsequent representatives to claim they could not locate those cases. Not a single one of the case numbers provided to me were ever traceable through IKEA's system at any point.
June 14th. No update.
June 15th. My move-in date. The charge is still on my card. I reach out to Ikea and go through the same loop of asking for an update on my case and being told that there isn't a case but that they would create one. And of course, the order still doesn't show up when I try tracking it.
June 16th was my scheduled delivery date. I reach out to Ikea, same loop as above.
June 17th, I begin the dispute and chargeback process with Amex and request them to open a fraud investigation.
On June 18th, I reached out for an update, and like clockwork, the IKEA representative said "it happens rarely, but it is possible for a transaction to be missed by the system due to a technical issue.", right.. except the transaction wasn't missed, I was charged. I've since found several people online referencing having experienced this exact situation with Ikea and it never being resolved by them.
What's particularly ironic is that I visited the IKEA store in Richmond this week and saw that the countless reviews describing a mammoth dip in quality were not exaggerating whatsoever, drop-shipped particleboard galore. So that's another reason to never shop online at Ikea, or shop at Ikea at all.
As of June 19th, IKEA has made no meaningful effort to correct this.
