"We made 3 orders, got 2 delivered but not the 3rd one which was supposed to be delivered on last week 8/15/2021 (today is 8/23/2021). Nobody gave us any update about it before I called and waited 30 min and talked to 3 customer service reps. I was told:
* Some items are out of stock. Ikea didn't know when would be in stock.
* i'd have to call ikea everyday to check & request to put items aside for the order if an item is available. Ikea will not do it. Again, everytime i made a call, had to wait at least 30min before able to talk to a rep, and then transferred 2 more times (10 minutes waiting the between).

I asked if I can return all items in previous orders because some components are in the 3rd order, and without the 3rd order those items are incomplete to use. I was told I can return, but ikea won't come to pick up due to pandemic and I'd have to transport items to the store by myself. I paid for delivery because I don't have a truck, so how can I carry the items back? They don't care.

This whole thing is so weird and doesn't make sense to me at all. Why wouldn't the store check the order and put the items aside whenever available in the store to make it ready for delivery? How can ikea ask customers to check and call them to notify to make the order complete? i paid $40 for them to get the items from the isles; so they won't do it until i call and tell them to do so?

Terrible experience and the policy. It really doesn't have to be this way. "

"I bought a bed from this store last week and had it assembled in no time at all. The staff were knowledgeable and friendly. Thank you Ikea."

"The short version is I first tried to place an order about 5 months ago and the computer program wasn't working properly, with availability varying from moment to moment, and so I called customer service directly. After 30+ minute I finally got through and spent the next hour with the rep who kept thinking they could get the items I requested, but every single attempt failed, and so in the end they recommended I try again in 2 weeks, which I kept on doing over the course of ~2 months.

Finally, the items showed as available for delivery, and so I place the $1,700 order and scheduled the earliest delivery date that was 12 days out. I was informed that the delivery company would contact me and provide updates on the status of the delivery, which they did using an app that showed how the process was proceeding.

I took off from work on the day of stated delivery, was given a 9am-9pm delivery window, and in the morning the app showed everything was set, but just not out for delivery, so I waited until 7pm and called the freight company and was informed that I needed to wait until 9pm. Well the delivery wasn’t made, so again I checked the app the next morning and it showed it was out for delivery, so I took another day off, but since I am here writing this highly negative review, you can surmise it never showed up.

This was particularly upsetting as most of the items were for my 84 year old dad, who ended up sleeping on an air mattress for an evening as we dissembled his bed after we saw the order was out for delivery, and naturally he was quite disappointed it never showed up.

What followed were hours of unproductive phone calls over days, where the freight company blamed IKEA for not releasing their “hard hold” on the merchandise, who then said I needed to contact IKEA and resolve this, and in return with IKEA claiming the freight company had lost the items in their own warehouse.

It is important to realize that both parties expected me to be the intermediary on their behalf in repeated phone call over days, and that each time I had to again contact IKEA the process took hour for each call that did finally connect, with the majority of calls leading one through a voice menu maze, which would then flat out tell you they could not answer your call at this time. Also, they really need to change their on-hold messages, as repeatedly telling the customer how simple and efficient the online ordering process is, and prodding them to go online instead (which gives one no resolution options), is infuriating.

After all was said and done I easily spent over 8 hours total between IKEA and their designated freight company, with each blaming the other, only to finally have IKEA admit that it was their fault, and they simply didn’t have the items after all. I said to one of their reps, “I am going to ask to a straightforward question, is there any system in place to inform the customer that their order isn’t actually going to be delivered?”, to which he flatly replied “No”, and I laughed saying, “Well at least that’s an honest answer”. A subsequent interaction was, far worse with a different rep attempting to assign blame on me stating that I should have known that their system sends out an email confirming the order has been successfully processed, to which I pointed out I was also told that the freight company would inform me of delivery status, which they did, resulting in 2 days of lost work. She then continued the cycle of blaming the freight company, without accepting any responsibility of IKEA who of course should be overseeing the entire process involved in making sure their products are actually in stock, and are being actually delivered when their designated freight provider informs the customer of the pending delivery. Also note that the one go to option the reps kept pushing was to just cancel the order, obviously to take this issue off of their plate.

So 1.5 months out from the original scheduled delivery date, I have received nothing, not a single item from the order, I have received no notification of status or redelivery scheduling, and I am quite convinced that no one even knows my order exists in the computer system as I have been specifically informed that there is no system in place to inform customers on delivery delays.

IKEA is undoubtedly the worst online shopping experience I have ever encountered, with representatives that are functionally incapable of resolution options other than simply canceling the order, who don’t take primary responsibility for their incompetence, and are at times aggressively argumentative.
"

"Like a number of the other reviewers here, I have done business with Ikea over the years and seen a steady decline in service quality.

I was hesitant to post this because I thought my most recent negative experience might be due to issues caused by C19. But after checking the dates on previous reviews, I realized people had similar problems way before that. Now, Ikea can conveniently blame C19 for issues they had all along. Sadly, a lot of companies are doing this.

In any case, Ikea has made it almost impossible to do business with them. In my case, their website shows available stock at my local store for items I want to buy. But each time I try to do to select pick-up, I get this message:

"Click & Collect is temporarily unavailable at this store due to increased demand. Please check back here as new windows may open up throughout the day."

Out of curiosity, I tried to place my order shortly after midnight and got the same message.

Also, while driving by their store on my way to pick up something else, I decided to go through their parking lot to see how busy they were. Zip. Not a single vehicle in the drive through lines and this was during their 'open for pick-up' hours.

Apparently, they are doing so well that they do not need additional sales. That, or they're so disorganized that they cannot figure out how to do business and may end up a casualty of C19."

"Once something was wrong their system
for support is so bad that they were not able to help. I paid but the order could never go through to delivery. We tried 4 times to reschedule delivery but the system was hanging. Approximately 1 hour in the telephone for every reschedule. I ended up Cancelling the whole order after 1 month wait as I had given up. Don't ever go there!!!"

"Worst experience - they didn't deliver half of my order, and I can't get hold of their customer service. Horrible service"

"Ordered IKEA desk online. Delivery was scheduled. Waited at home all day. Delivery showed up with wrong item, which they took back and had no idea where the actual item was. Called the service line which took 2 hours to call back. Still have no idea where order is. I will never order from IKEA again."

"I've shopped in store and never had a problem. However, the closest retail shop is about 2 hours from my house so I decided to order online. NEVER AGAIN! From the moment I tried to place the order to when it was delivered I had nothing but problems! Even trying to contact them to let them know 2 of my items arrived damaged (2 GLASS oven dishes that were literally just thrown in a huge box with the rest of my order) and I was completely missing 2 items took more than an hour and numerous attempts on a mobile device and computer! Calling customer service? FORGET IT! The message actually said they were TOO BUSY to even take my call! I WILL NEVER ORDER ONLINE FROM IKEA AGAIN!!"

"Ikea must have the absolute worst customer service ever. after finding the chair cushions we wanted to be out of stock at the Fishers IN store and trying to order them on line only to have the online ordering system tell me that there is a problem and I can't order them on line! ( Item 403.625.13) When I tried to contact them by phone ***-***-**** to ask about the possibility of an item being out of stock their automated phone system repeatedly gave me the message that they were experiencing high contact volume and could not take my call at this time. Ikea, you could not devise a better way to **** off a new customer!!"

"My love affair with Ikea is over. I started buying their furniture as a college student. That quality was fine, but the service was excellent! Now, they've worked on their products but allowed their service to plummet. They take no responsibility, don't allow you to speak directly with people who are empowered to resolve problems and hire a delivery company with an F Better Business Bureau rating. When things go south, they say they "understand" your frustration but do nothing to make things better. Zero accountability means my almost 30 year love affair is over."

"Unbelievable !‼ I bought an office desk from Ikea website (order number 306900564) on 8/22 with estimate delivery on 9/3. Not receiving it as planned, I contacted Ikea several times and, finally, I was informed that my package would be delivered on 9/26. On 9/25 I got a call to confirm the delivered time. Since the package was NOT delivered, I contacted The Delivery Company again and the attendant told me that the driver truck was sick, they don't have anyone available to deliver the package and there isn't an estimated date to be delivered. It was my last attempt to receive my product. I am contacting my credit card company to refund the supposed purchase."

"Online ordering is AWFUL!!! I went into the store in Merriam, KS which was fine. I decided to order bed slats online because I could not fit them in my car. I was even willing to pay the shipping. They said I would have my order by 9/3. Since it was a holiday I assumed it would be a day or 2 late. I have called 15 times only to receive a message stating due to high call volumes, they cannot help me. I got through to one agent who said she did not know when I would get my order and apologized repeatedly. I asked to cancel, she said she could not but would make a note. I asked for a manager, she said there was no option to do that. She suggested I go online to complain. I sent the request online, where I was actually given the option to cancel. I received a response via email stating I cannot cancel because my order was in “pick” status. The order has been in “pick” status for over a month. I have no product and I do not have the money back. IKEA CANCEL MY ORDER AN D GIVE ME MY MONEY BACK. Order number:305511593

I have never had such poor customer service and I am extremely dissatisfied with IKEA’s lack of sevice coverage. For a company as large as IKEA, they should better staff and take care on their customers."

"I have never seen the such a terrible customer and delivery service. IKEA and XPO logistics made it. They They shifted responsibility to each other and either of them answered for my inconvenience.
I am a international student who just moved to Pittsburgh. On August 12th, I bought several furnitures at Ikea and scheduled for delivery on next Thursday(Aug 16th). I only had a international phone number, while the IKEA staff said it was ok. The delivery company would inform the time in advance by email. However, XPO did not. I waited the delivery whole morning. I called to IKEA. They said I had to reschedule since XPO could not contact me.
On Aug 19th, it is true that XPO sent some baggages to me. However, all baggages belonged to another person who had the same last name with me. I told the XPO staffs the things they carried were wrong, but they just left all the things and went away. By the way, I had changed the phone number to a local one.
On Aug 22th, XPO would send the furnitures again. I waited for whole day and received no phone calls. At that evening, I first called to IKEA. They asked me to call XPO, then I called to XPO. XPO said they could not deliver because the order from IKEA was not ready. I went the IKEA local store to figure out what is going on, and the staff said the reason why the delivery was failed is because some of the things were out of stock.
On Aug 24th, I waited for the delivery whole night and didn’t receive it again. I called to IKEA. IKEA said it was so late that the delivery company were off work and they would arrange the delivery to next morning.
On Aug 25th,I did not receive the furnitures again on that morning. I called to IKEA, and the staff said he cannot guaranteed when my furnitures would arrive because the 3rd party took charge of the delivery. Could you believe it?I am still waiting for the delivery now and cannot go anywhere, since the delivery may come at any time.
IKEA and XPO has promise to deliver the furnitures for 5 times. Either of time they fulfilled their promise and solve the problem. Every time I called them, their answers always were like"I am so sorry, but I am not sure, I cannot guarentee". As a result, I was forced to go to the local store to argue. I have been there about 6 times in 2 weeks.
Totally, IKEA and XPO wasted me five whole days as well as all my patience . The new semester started, but I still have no bed, no dest and no chair. I was so tired of arguing and so disappointed about IKEA."

"Terrible experience. I will never placed any order to be delivered on IKEA. I placed an order at Ikea, and stay at home 5 days for it. Ikea keep breaking the appointments, and they broke the appointment 4 times in total so far. Here is the story. I ordered some furnitures in two separate orders including a $628 sofa sections order. The first order was delivered on July 27th, Friday, and the second order, the $628 sofa order, was supposed to be delivered at the same day, but it was not. I call Customer support several times and every time the wait time was about 30 mins. In the end, the customer support told me that the item showed as delivered in the system and there is nothing they can do on the phone. One July 28th, Saturday, I have to drive 40 mins to the store to talk to the manager in person. The manager told me that it was a shipping error so he placed a new order for me. The new order should be delivered on July 29th, Sunday, so I was waiting at home; However, the order was not delivered either. I checked the status and the order has not be processed to the shipping company. I tried to call Ikea customer support several time, finally they contacted the store manager. The manager called me back and told me that the order has not been processed. He has to reschedule the delivery for me on Jul 30th, Monday, which is today. I quite my job and stay at home today; However, I checked the status this morning, and it still shows not processed. So I call the customer support. They contact the store manager and told me that the order has not been processed. They have to reschedule it to Friday, which is Aug 3rd. I felt fooled. I quite my job on last Friday and this Monday, and I am going to do this on Friday again. During the pass weekend, I spend one day driving to the store to talk with the store manager, and the other days staying at home for the order. I have wasted too much time and effort on this. (Order was placed under the name Ms. Li)"

"Ordered a living room set. Scheduled delivery for 5-9. Delivery guys showed up at 1. Delivered 10 boxes out of 12. Said assembly crew would come at 5 with missing boxes. That was yesterday. Hours and hours on the phone. Nada. Terrible experience. I'm done with this company.
"