IKEA Canada

I have a very unpleasant experience with my order. I ordered the SMASTAD loft bed with desk and storage but it was missing the board to connect the drawer rollers.

I phoned Ikea support and after waiting an hour someone spoke to me with very bad connection that we barely understood each other. I tried using the online chat and was able to connect after 30 minutes. Our conversation was emailed to me for confirmation of my need of the missing part. After two days I got a call from customer service asking for the specific part I am missing.

The next day I got another call as apparently they were not clear as to what I am actually missing. We went through the installation manual and finally was able to identify exactly what part I need. I was told that they will call me as they have to check the store as it only shows there is one left in Edmonton. Last Sept 3 I got a call again saying that the product is out of stock and that it might be back after a month!

One month! I asked what options do I have. I was told I can return the product in the boxes they were sent and I can get a refund! I said I already assembled the bed and have thrown the boxes.

What I was missing was the board to assemble the desk for my son. The rep said he understood my frustrations but he was always cutting me off not listening to what I was saying. He talked while I was talking. I was really trying to be calm and patient but the frustrations coupled with someone talking instead of listening really pushed me to the limits.

He then later said I can return the product even in different boxes as if I want to as they will not come and pick it up if not in boxes. I told him I already thrown the boxes away and just needed that board to assemble the desk. I told him I already spent hours assembling the bed and cabinets I will not be spending more hours disassembling it. It has caused me so much stress as my son does not have a desk to study and classes has begun.

I was not offered any solution but to wait and that I have to log in to ikea to see if the product is available then I can email them so they can ship it to me! Imagine the kind of customer service people get after they bought an incomplete product. I asked him if Ikea will not even keep my file open and check if they have product and notify me if they have sent it? They are putting the onus on the customer to check and contact them once the product is available again!

I told him i will not be checking online after a month - why would that be the customer's responsibility when I have paid the product in full? He said I have an option to let Ikea email me once the product is available. I said he didn't understand me. It should not be my responsibility to get Ikea to email me.

Ikea should be the one emailing me when the product is available. He said he will then do it for me - he will have ikea notify me when the product is available. This morning, Sept 5, I got a notification that the product will not be available until Feb 2023 - 6 months after I bought it! Six months my son will not have a desk to study on!

Ikea doesn't care - I do not count as a valued customer as my purchase does not impact their bottom line at all. I was expecting Ikea to step up their game to find me a solution - say offer a different desk so my son can have one while studying instead of making us wait for 6 months. I challenge Ikea to actually show they value every customer that buys from them - after all they promote Ikea family! I am open for any dialogue on how to make this right.

I might have sounded rude trying to get my message across an agent cutting me off while I was talking my frustrations but I really didn't feel any empathy. I need a desk for my son so he can study - and I need it now and not 6 months later.

Twice we ordered an item to be delivered to us and twice we got nothing but they took our money minutes after the order was placed. First time waited a month and they kept moving delivery date although we were the ones who had to call and wait on the phone for hours-they never contacted us!

Then after one month they admitted they lost the order and returned our money. The second time we placed an order again the delivery date went by with a text that someone would call us 'shortly'. After two weeks (shortly) we heard nothing and called, (their only way of contacting them) waited on the phone for 1 1/2 hours and were so incensed that we had to cancel the order. How this company plans to stay in business when they lie about delivery dates is beyond me?

NEVER AGAIN! If they cannot deliver they should say so and just have thier stores for PICK-UP ONLY and be honest about it!

Your Vaughan, Ontario store presented me with insulting service tonight. ...

your wall ovens are on sale so I called your customer service number on your website where the lady on the phone explained you're completely out of stock but if I physically go into the store, they can provide me with some type of reservation/order to hold the sale price for when they're back in stock. Also, I would need to go into into the online shopping and add the item to my cart, asking for an alert so when it's back in stock I'll be notified and I just present them with whatever the store gave me to get the sale price. So I drove the 1 hr to the store only to be told that's not true and they don't know "who I spoke to or even it's it Ikea" but she's worked there for 18yrs and they don't hold prices when they're out of stock. I asked to talk to a manager because it's unfair I was told to come to store and spent and hour driving there and the lady at the kitchen told me to go to customer service downstairs.

So I went downstairs and noticed a long line and when I saw an Ikea employee coming towards the line, I quickly asked her if this is the line I should be in to just talk to someone about out of stock items to reserve the sale price and she told me I have to go to the kitchen area because they only do that upstairs, not there. Now, even more frustrated as you can image, I went back upstairs and told the same lady I was sent back up to her and she asked me the name of the person I spoke to and I said I don't know but they were an Ikea employee and she asked how I know it was an employee! I explained they had the same Ikea shirt as her but this lady continued to treat me terribly as if I was making this up or something and I didn't appreciate that! Finally, another Ikea rep overhearing the conversation came over and explained she's had other customers told the same thing as me to come in for the sale price and the customer service rep over the phone just doesn't know better.

So... I'm left with a very bad taste in my mouth for Ikea and will not purchase from them again unless I see something in response to this notification on how their staff treats their customers