Joyce has been waiting since December for IKEA to send her a replacement couch cover. IKEA admitted that the cover had a known defect, but since they were out replacements at the time, they promised to call Joyce a month later when new covers arrived. Joyce gave her information and asked for a reference number, but was told that one wouldn’t be necessary. Wouldn’t that have been nice?
fast forward 4 months – no word, so i call customer service. i get bounced to the national handling and they said they cannot find my report. (of course). and then they said they would need to “document” my case, so they were going to forward me to someone else. i got forwarded to anthony who said my problem was a “quality issue” which they do not handle over the phone. and he said i had to go back into the store to resolve it. i asked to be transfered to the store, so i could call them and not have to drive myself all the way over there to find out it is not in stock again. he said he could not connect me to the store because the store does not take calls from customers – that their purpose was to help in store customers only. i asked if i could get my case documented by him since that was why i was transfered to him in the first place and he said no, because it was a quality issue. so then i asked what kinds of cases does he document, and he said “not quality issues.” wow, thank you for being so helpful. so i asked again if he could document anything for me so i at least had a record and he said my case was too old since i bought my sofa more than 90 days ago and he only handles cases that where purchase was within 90 days. so i asked, ok, if i had purchased my sofa within 90 days, then he would be able to handle it? and again he said no cause he handled purchases made within 90 days except for quality issues.
so i gave up on trying to understand what his job was and asked again if I could be connected to the person who had forwarded me to him. and he said no. i asked why not, and he said he didnt know who forwarded me to him. i asked him if he could query my name since i had given all my information to the person i had spoken to previously and he said that they do not track customer service calls, they only record them (what the…? huh? i dont believe that for a second especially since ikea is a multi-national behemoth. they must have a well developed call tracking system) so i asked if he could transfer me to anyone else and he said no, that i had to go into the store because it was a “quality issue” and no one in his call center handles “quality issues”. i just do not understand how they could not call for me to even find out if my initial file was still there? is that too much to ask?
Don’t get too bent out of shape over IKEA’s terrible phone support. The bigger issue is the replacement cover that hasn’t materialized in months. Head back to the store and have a firm but polite conversation with the store manager. An apology and a little extra compensation wouldn’t be out of line.