On August 3, 2012 I went to Ikea's website to find a small couch for
my husband's office. I found the Sandby, which was perfect for our needs. I checked online to see if the item was in stock. The website showed 4 in stock at the Houston, Texas store. On Saturday the 4th, I drove from Cypress, Texas to the store in Houston. I went upstairs found the couch, confirmed that it was what we wanted and went to your Associate to double check stock and get the print out so I could pay for the couch. I asked at that time if there would be any problem with taking the couch with me. She said it would be no problem and that someone would even help load it in my truck if I needed. I proceeded to the checkout where I paid for the couch. I then went to the Pickup desk to have the item pulled from stock. I handed the women there my slip and was told to wait. I asked again if there would be a problem and was told no, and that someone would help me load it in my truck. After waiting for 35 minutes I was told I would not be able to pick up my couch, that it was located in an area that they could not get to. To me this sounded like a lot of bull. I asked to speak with the Manager.
I waited another 10 minutes when I was approached by a women
stating that she was the Assistant Manager. She quickly took me to an office, I guess so other customer would not hear my complaint. I was then told that the couch was in the self-service area and since it would require a fork lift to get to it I would not be able to pick up my couch until the next day. This was not an option for me since I already had obligations for the next day. She stated that it was company policy that they cannot retrieve items from the self-service are with a fork lift during business hours. This I know to be a lie.
I was in the store in November to buy a desk for my husband's office and when pulling the pieces from the self service area I was asked to leave the isle so an employee could retrieve an item with a fork lift. They blocked off the isle and proceeded to retrieve the item. I was then allowed back in the isle to finish pulling the rest of my order. When I explained this to the Assistant Manager, she then came up with the story that they could do it, but only with the General Managers approval. She is a Manager, so I asked why she would not do this. She then stated that it was only with the approval of the General Manager that it could be done and he had to be present . I asked that she contact the General Manager and she then stated that he was on vacation. I then said since she was acting in his stead that she had the authority to authorize the employees to do this (There was no Manager present in November when I was asked to leave an isle so their employee could use a fork lift) . She said she could not. I then stated that she could, but for some reason she would not.
I then asked what she would do and all I got was a blank stare. I then said that she should have it delivered the next day for free since she obviously would do nothing to help me that day. She agreed and walked me back to the service desk where I was told someone would call me between 8 AM. - 10:00 AM. to give me a delivery window of 4 hours. This also was going to cause problems for me but I accepted.
On Sunday the 5th I waited for the call, but by 10:00 AM. no one
had called. I waited another 15 minutes then called the number on my delivery slip. I was told by a woman on the phone that the delivery department was running very late and that someone would call me. I received a call about 30 minutes later and was told that the delivery would occur between 1:00 PM. and 5:00 PM. again putting me in a position of having to wait on your company because of your failings.
I finally received the item at about 4:00 PM.
I just wanted you to know that their companies policies failed on
all levels. First, the website did not state that the item had to be ordered in advanced and stated that the item was available for pickup on the date I wanted to pick it up. Second, when the associate assisted me in printing the slip I needed to use to purchase the couch and telling me that, yes, I would be able to take the item with me. Third, at the checkout, nothing alerted me to the fact that the item was stored in an area that was inaccessible to employees. Fourth, the associate in the Pickup department taking my information and telling me there was no problem then making me wait 35 minutes before telling me that I could not pick up my couch. Fifth, the Assistant Manager basically avoiding all responsibility and blaming store policy. Sixth, the delivery department failed to contact me between the hours of 8:00 AM. - 10:00 AM. to notify me of the delivery window.
I then filed a complaint online and received absolutely no response from the company. I called , but was still given the run around!
DO NOT DO BUSINESS WITH THIS COMPANY. read more