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.

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????

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

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.

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...

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.

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?

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.