Hi guys, I am writing this post to share my recent IKEA experience, and warn all of you who might consider purchasing something from Ikea (- Ikea Cheras in particular), that they have failed miserably in their services. Buyers beware.

Long story short, I bought RM6200+ of furniture from them, and used their delivery services. On the supposed delivery date (4/1), they failed to deliver my items - NO SHOW, NO CALL. Imagine sitting like a dumb man at home waiting for them whole day, only for them to FFK - without even informing you.

Worst still, their hotlines are impossible to get to. To talk to their rep requires luck, and a lot of your phone credit. It's worst than AirAsia hotline or government lines.

After I managed to reach one CS rep, he said they will send again on another day (6/1 noon), he assured me that the he "will make it happen". So I took another day off and waited for them... This time they won't fail me right?

Right?

NO, they did it AGAIN, NO SHOW NO CALL. For the second time!

Words can't describe the time and days they have me wasted, inconvenience they have caused me, and my anger. Fool me once shame on them, fool me twice even bigger shame on them.

I recorded the whole event, here's the footage (it's 19 mins long though):




And obviously I am not alone, everyone is having the same issue:

*** I masked their name for privacy purpose, you still can find the complaints on Ikea's page: https://www.facebook.com/IKEAMalaysia/posts_to_page/





Poor guy, same faith as me:








There are many more complaints, I will compile them in more posts below.


Here's IKEA's Facebook Admin's standard reply, and obviously it's not helping:


I also noticed that they removed some of the complaints from earlier posts. One post had about 38 comments, but now only down to a few:




To recap on why is this a big deal:

1. You paid IKEA a lot of money for their products, then paid for their delivery service. Now they are holding your properties and you are not having them.

2. On the delivery date and time, they did not show up. They did not even have the courtesy to call you.

3. Everybody tried to call them through customer services, but failed to get them (or extremely difficult to get them).

4. Most people like me who disposed furniture are living without the new furniture, because of their incompetency. I even paid RM180 to dispose the furniture earlier because the charity donation collector cannot collect my furniture before the Ikea's delivery date. I could have given to them for free on Friday.

5. We wasted leaves and waited whole day like an idiot, don't dare to go anywhere - all because we want to wait for a truck that never shows up. Did the same foolish thing TWICE.

6. Ikea has the courage to repeat their mistakes twice and failed in subsequent delivery, they don't take you seriously and gave you empty promises they can't fulfill.

7. YET none of them reached out to me about this matter, NONE, no one call me proactively. I have to pin them down.

8. I logged an email ticket, that gets no response.

9. They blamed it on system, have they ever heard of "stress testing" the system before go-live? and a thing called Plan B? They also have not made any public announcement about it despite so many users being affected.



I did finally get my furniture but it was the third attempt after an incident escalation, imagine those without case escalation, still waiting like a dummy?


IKEA you are such a disappointment, my neighborhood furniture store could run a better delivery service than you.

All IKEA buyers be warned about this, I suggest those who have not got their items to file a tribunal case against them.

Anyone affected please feel free to share your story.

This post has been edited by flipacoin2k: Jan 10 2017, 09:53 PM

Here's more Facebook comments (1):

Click to see more.




Link: https://www.facebook.com/IKEAMalaysia/posts_to_page/

Even more Facebook complaints (2):

Click to see more.

Facebook comments (3):

More Facebook complaints (4):

Click to see more.

More Facebook complaints (5):

Click to see more.

why not shoot up email to their HQ

i try once with japanese car brand and their response was quick

I have the same bad experience with IKEA delivery services. Ikea outsource their installation and delivery services to a logistic company call My W*rld L*g*stics S/B. When you call them when delivery did not happen as promise, IKEA and this logistic company will push the problem around.

This is also something I came to notice recently.
Almost everywhere I go, people buy from furniture from IKEA.

I know their selection is much wider than the Kedai Perabot Ah Chong just next to the corridor. But don't you think we should give a chance to other furniture store to proof their service?

I'm also a regular with Yamato (not with IKEA) and I must concur Yamato service had been deteriorating. This case would not happen if IKEA does their own shipping.

Ikea = cheap perabot in overseas.

But expensive premium perabot in bolehland.

Thank you Bijian ! I so syukur.

Time to throw eggs at Ikea.

If you want delivery - use Ikea Damansara, not Ikea Cheras!

I had same experiance a month after they open..I thought its because they havent sort the delivery system yet. But after a year!???..still??..useless ikea cheras!..I even called dmsr ikea during my time to ask for help to sort it out, but they said they cant help and they even know the issue with delivery team in ikea cheras (yamato) thru similar case like me. After so many numerous complaint i wonder why ikea cheras havent fcuk yamato yet and replace with another company..mine last time even worst..they took forever to assemble (i can literally do faster, but since i paid..&+{^>~¥~*!

This post has been edited by Hantulang: Jan 9 2017, 09:59 PM

This is exact problem that i'm facing with IKEA Home Delivery (Cheras), despite making multiple complaints through numerous phone call and FB message, they still can't give me a time and date to deliver my stuff. Shame on IKEA, playing people like a fool.

I should start rent a lorry thingy and promote here.

happened to me last month. when called, i have to wait 1 hour to get them to pick up, but they never call back. end up going to ikea and talk to "manager" (not sure if that guy really a manager).

Hurm I had my furniture delivered on agreed time and date from Ikea Cheras. The service was pretty good I must say. As far as I know, Ikea outsources the delivery to 3rd party.

but yea their email system sucks. Still no reply from them on one of my queries.

look at the delivery staff, then you should know that they outsourced it to the cheapest bidder

Wow, i admire your patience and politeness TS. If it was me, i would have fked them up and when they did deliver, i would reject the items and ask for full refund from Ikea.

Ikea stuff are all low quality anyway. Pls dont buy furniture there..

I long time no go IKEA eat meatballs

Sigh. 2 years perhaps

This post has been edited by hirano: Jan 10 2017, 11:19 PM

I used to go to IKEA Damansara to buy stuff , since IKEA Cheras open for business i have been going there , its nearer to my house . I bought a few furniture which requires delivery and assembly . So i paid for the items ,then paid for the delivery charges and also assembly charges . Delivery date was a few days later , the delivery guy came on the day as agreed . One of the item i bought was the blinds for windows . Which required some drilling , the guys who came didnt bring a drill , they told me there will be extra charges for drilling despite me paying for assembly . They told me they will come back in a few days time to do the drilling , i said no, i offered them my drill for them to use , the guy had the tenacity to tell me i will still need to pay the drilling charges despite them not bringing their drill . I told the guy , fine , i will pay for the drilling charges but i will charge him for rental for using my drill . Which then he kept his mouth shut and did the drilling , fixed the blinds and left without asking me to pay for the drilling . This is how competent they are .

The problem is not just the delivery. IKEA products usually require installation so that's why people usually prefer to just pay the premium for delivery + installation.

If i wanna buy something from ikea, i go there buy and pick up myself. Honestly when i bought my furnitures and home appliances from Lazada, and all off them no problem in delivery, all within stipulated delivery time.

Also most furniture is pretty expensive from ikea imo.

why not make noise to their ikea hq ?

Enuf said about IKEA's bad service, next time buy at kedai perabut much much safer. Go to IKEA get idea and convert the idea at kedai perabut.

only bought once from ikea, the damansara branch

delivery was prompt, the ah neh neh assembler also very pro

So IKEA @ the curve service is better than IKEA cheras I presume?

Yeah considering that they have good products, the delivery and services are plain worthless. The good experience ends as soon as you checkout your items (after they got your money). They are no difference than (or worst than) a typical ah beng company. Even TM and TNB are better than them.


I thought Yamato was good, but holy cow... Their services just totally reverse the impression I have over an Japanese company. A Japanese company that refused to attend to their company? You don't see it everyday. They should be called out big time.

Sorry to hear that, you and me and many other people I am sure.

I was about to snap multiple times, but my mama told me to be patient with people and services in Malaysia...

Hence this thread to warn people.

Tell me how and I will gladly do it. I googled that Ikea is very federated in their contacts (by country), if you have an email let me know.

Ever wonder why? They are run by different store managers:




MR PATHALINGAM, what are you thinking!!??? Are you even aware of the problems????

R u Malaysian?

LOL of course I am, the mama thing is just a metaphor...

Hows the progress of the tribunal then?

Any extra compensation?

Considering that they DID deliver the items in the end - despite all the long delays and wikie hookie and pushing around - I was told I don't have a case here.

I can't go after them for the 'time loss', wasted leaves, and 'emotional pain' they caused through a tribunal, though I think I still can do it via legal but that's a bigger effort down the road. Hence creating this thread to warn people.

I suggest those who haven't got their items to lodge a case asap, they might still get entertained. I know some waited up to a month without any update. You dont call them, they don't call you.

I think malaysians should learn how to diy.

Learn something useful that can help you and your family during zombie attack or apocalypse.

And invest in some tools.

Basic plumbing with wrench. A set of screw drivers and hammer. Basically those stuff learned in kemahiran hidup.

No offense. this post is not for you entirely.

Never order delivery from ikea cheras, they use 3rd party delivery called yamato, really mess up,you complaint also they dont care, take their own sweet time to deliver.

If use delivery from ikea damasara would be better than cheras branch ?

Because they are using outsource company to do delivery. Deliver and assembly will be totaly different ppl. need deliver better go Damansara.

Why are you going to ikea cheras? Go Damansara lah. I live in KL and I still go all the way to the one in Damansara cos you cannot try anything at Cheras as every tom dick and harry is occupying the chairs/beds/sofas/floor and playing with their handphones. And why are you like buying furniture from ikea? Lousy flimsy stuff that won't last a month. The solid ones are overpriced.

Ikea outsource their logistic & delivery services to third party company which is extremely suck big time

Complaints are still pouring in, new victims every single day:

One of them probably might not even make it for their house warming, imagine her anxiety, poor stuff...





Seriously, Ikea...

is it only ikea cheras?...coz i've used ikea damansara's delivery service twice without any problem..always call before they come and always within the time frame stated

If you want to use ikea damansara delivery, goods have to be purchase in ikea damansara..the only reason people go to ikea cheras is they have bigger gallery..other then that, ikea cheras SUCKS big time!! Let them die..if ikea HQ still have integrity, they already have done something..and i prefer the crowd at ikea damansara more to be honest.

Wow thanks for sharing.
I never had issue with deliveries from Damansara branch.

Ordered my whole kitchen from them few years back and appointment date is always spot on.

Will avoid Cheras for now...

Good sharing. Planning to buy furniture from Ikea soon.

Did you get ur refund?or still proceeds?

Used IKEA delivery at Damansara

no problemo, item packed really nice and the agent is nice also

my condo suddenly lift breakdown and they willing to wait until the technician fix it without additional charges or frowny face

+1 for ikea damansara, bought sofa & delivered on time

should gather everyone and request for refund..

all my furnitures are from Lorenzo. they have top notch service and always deliver on time. once there is a slight scratch on the furniture that they send, they did a 1-to-1 exchange and send it back within 7 days.

Go Lorenzo la... spend a little bit more but worth it.

Lorenzo good? Are you sure?
In less than 2 years, all the furniture I bought from Lorenzo is deteriorating to the point it's better replace with new.

Sofas, dining table, bed. And it ain't cheap.

brb ikea

so far it's good for me... got 5 years warranty. since your spoil within 5 years, u can claim from them.

my sofa, dining table, coffee table, bed is from lorenzo. it is still in excellent condition. the frame that i chose was solid birch wood.

agree with you that it's ain't cheap but worth the money for long term durability.

This post has been edited by juicyliana: Jan 13 2017, 02:08 PM

Out of topic though, just be careful with water.
Ikea products can withstand water much more than lorenzo solid wood.

And termites as well. Lorenzo claim their product from solid wood, they do not treat the wood chemically as well.
Regarding warranty, they will always refer as wear/tear unless it's defect.
After 2-3 years, the defects vs wear tear is very difficult to distinguish apart.
Just be mindful.

For Ikea on the hand, kitchen 25year warranty, I claim twice so far, no question asked.
They just replaced the part 1 to 1.

IKEA CURVE seems ok

All problems with ikea cheras only a?


Lelelelel cheras not for human live one and not for ikea customers

Btw no wonder fb so many ads offer delivery services from rm20 onwards

Yeah, Cheras is using a different company for deliveries to the Damansara branch.

Sorry but just had to listen to that accent On a serious noite, why do people still buy from IKEA despite of all that problems? Theres no other places to shop?

This post has been edited by deejay_krish: Jan 14 2017, 05:54 PM

And guess what I applied for their Customer Service job and they reject my application even though I had Customer Service experience before this.

I don't know what kind of staff they want to hire.

i tought TS isolated case, but this is serious

Didn't know was omputih

No wonder, 'they' tend to do many problems, even in my new company, they only know how to talk kok sing song putar belit sana sini dalam meeting, don't want to admit mistake.

This post has been edited by Turnip: Jan 16 2017, 09:31 PM

Just share the email of their CEO and start mass emailing him. His name is Peter Agnefjäll. I am sure /k army will find a way to look for it. If IKEA Malaysia is playing dumb over this matter, then escalate this issue to the World HQ.

I think this lingam fellow just took over. Used to be Angmoh in charge. Food quality also downhill. Chicken wing overfried and hard as rock. People from PPR flats behind treat the showroom like their own house and sit for hours playing with their phones lol.

boikot la IKEA tu

dah servis macam tu....

pasal halal kat mcd tu..... kejap je dah orang boikot tu

Good sharing

https://www.youtube.com/watch?v=EbZX-zGkdJY#action=share

MR PATHMALINGAM!!!!! is that you

This post has been edited by talker: Jan 17 2017, 11:07 AM

go ask for refund biar rugi itu delivery company

Yeah, I find this Pathalingam unconvincing at all. If I were him, I would have FIRED Yamato right away after learning hundreds of complaints everyday, replace them and set new SLA, and follow up with customer care damage control by giving those affected vouchers or extra Ikea Points, not saying that we are Chesapeake but at least that's something. He DID NONE of these, and worst he is burying his head into the ground and pretend nothing happened, no statement being made, hoping the issues would die by its own. The FB admin only copy and pasting the same "ok ok sorry" day in and day out, with no solution offered.

The video is a joke now that we look back. Customer service and satisfactory my AS*, tokok only pandai this fella.


Nak ask for refund pun tak de orang, look at this:

This is the same guy who complaint about delivery MIA earlier, i think he is there to make a refund or check the status. Poor guy.




Anyone who have been to Ikea Cheras service counters would know this. The trolleys piled up all the way until they occupied the whole waiting area, and no place for you to even walk or sit.

Just save yourself the hassle and don't ever fall into this pitfall of hell.

I thank God that the items i need to purchase is not available in Ikea Cheras, hence i went further to Damansara branch for purchase.

Ikea Damansara delivery called one day earlier before delivery as promised. The next day, they even arrived 5 minutes earlier than the delivery time.

If you asked me to rate them, i'd give them full 5 stars!

come, i treat u

My personal experience is they are not too careful during installation and caused some scratch marks on the floor.

I agree on this..I even ask damansara delivery to re-fix what cheras delivery guy have assembled ...very2 poor service by Cheras..sudah la appointment delivery pun miss, mau fix satu barang pun mau baca manual and took whole day..hiyaaa

This post has been edited by Hantulang: Jan 18 2017, 11:02 PM

Yes I applied for a job with them before

majority of them are *I* group, which I don't understand why at all, so could be why you didn't make the cut

Try check who's the store manager of that store. Haha.

This post has been edited by xpole: Jan 19 2017, 12:16 AM

When MRT to Cheras is open I am going to Ikea Cheras just to see and compare with Ikea Damansara.

Cheras too far from my house to just drive there to see, some more Cheras famous for jam...

More and more and more complaints pouring in since last update: https://www.facebook.com/IKEAMalaysia/posts_to_page/

What would you do if you were him?



Ikea, "We strive to frustrate you with our world-class services."

Ikea Cheras is plagued with problems. Delivery is atrocious, service waiting time was worst than Pos Office (that's saying something really). Service staffs are mixed bag (The few girl staffs in the warehouse lanes were chit chatting all day, i asked one of them to help check my items - she peaked at the box for 5 seconds, and said "Ya ok" and turned her back and walked away, and resumed chit chatting with her colleagues, just like that.... Never look me in the eye once. Where is your CUSTOMER SERVICE TRAINING? They act like one of those part timer you hired for pasar malam, with no politeness whatsoever. )

After one year you would think they would have solved these problems already, but the Store manager was incompetent and yet blatantly proud of his team. Ikea Damansara works better in many ways, I guess having an Ang Mo to run the store does make a difference?

well ikea cheras is not exactly in cheras

just 4km or 7min from KLCC.

Wao luckily nvr plan to visit IKEA cheras eventhough pass by frequently

Heng ah

All the best to all buyer

Have anyone try posting all these on their HQ FB? Should be Ikea Sweden right? Direct public to Ikea Malaysia fb page and I'm sure big boss will act immediately.

Jz complain to their hq or ceo, confirm Ikea Malaysia will come out n publicly apologize to all the customers

Same to your case as well, I will just go to that Ikea branch , cancel all my orders and demand for a full refund.

You are a very patient person. I respect.
If after the 2nd or 3rd time then make me wait like a fool, I will straight go to Ikea and demand as above.

yes, i'd walk in and demand a refund since it's not serious in delivering the purchased goods

Company angmoh, international, global but administered by locals.. I,m not surprised..

not suprise since their use outsourcing logistic, could be just xhange others company if not perform. such a joke

omg... thanks to this thread, I will avoid Cheras branch like a plague. I assume damansara branch is better right?

I've personally used Ikea damansara once and it's fine.

You know what's the pay like?

So TS, hav u received yor furniture yet?

Yes, after 3rd attempts, and being late in delivery (I received in evening than original schedule as noon, also with multiple attempts to call to follow up). Simply put, just don't be us, save yourself all the hassles and frustration.

Ikea responded with standard message after being bombarded with complaints: https://www.facebook.com/IKEAMalaysia/posts/1459185747466433


Operational issues? LOL. No excuse for a company at such large scale, this is not just problematic, but a complete no-show. You should have Plan B and Plan C for everything, if you dont have a backup plan, don't go live.

My delivery from Ikea Cheras, scheduled today for 10am-12pm timeslot reached at 1pm. Had a call from them at 11am asking if I still expecting my delivery today (puzzling). Missed by an hour otherwise I could have given a positive testimonial.

Wow, many tldr complaints from customer, didnt they even do something till now? They think they are too big eh.
When many consumer report, can make it viral and become like maxxis last time?

I prefer buy cheap furniture from kedai perabot Ali, Ah Chong and Muthu, rather than paying premium price for low quality furniture in IKEA. At least i know i pay cheap price for cheap quality, rather than pay high price for low quality, which use a year and then spoilt. Furthermore, those neighborhood kedai perabot delivery service better than IKEA, and sometimes can nego with them the price also.

For you and others reading this, this problem is not only plaguing IKEA Cheras, I went to IKEA Damansara yesterday and can see ALL (so many) furniture awaiting delivery at their parking lot. Probably CNY too many delivery, not enough staff.

I don't think it's as bad as damansara.