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| - I've been a long time Ikea customer - I furnished apartments through my undergrad and law degree with its stuff. Recently, my girlfriend purchased a bed from the Deerfoot Meadows location. The kit came with wrong parts (1/4 shorter bolts than needed for assembly), which after a frustrating hour or two we realized. We called the Ikea hotline and were told we had to return to the store. Complicating matters for her is that she doesn't own a vehicle (being new to the city). She took a Car2Go the next day, but when she got to the store and talked to a few clerks she was treated to variations of "it's not our fault" and "what do you expect us to do about it?"
My girlfriend asked to speak with a manager. He ("Ryan") advised that it likely wasn't the wrong size bolt that was the issue, but rather a bore issue with the frame itself. She explained the situation and asked that IKEA deliver a new bed frame (as I mentioned above, she was renting a car to attend at the premises) because she had no means of getting the old frame back to the store (we borrowed a truck when we first made the purchase). Ryan refused, and said that if we wanted to try a different size bolt that IKEA would mail it to us instead. Eventually he relented and provided longer bolts, which she took home and we found worked.
I wrote a letter in response to the poor service, indicating that it was not what we had come to expect. Shortly after I had a voicemail from "Sarah" - Ryan's manager. I returned her call and left a voicemail. I followed up with another a few days later when I had not heard back. A couple weeks later I had another missed call from Sarah, and she left me a voicemail with her cell number to reach her at. I called her back and left a message, again with no response.
Its a small thing, but I've taken the time to express my dissatisfaction with the customer service and the manager of the store can't even be bothered to return my calls in a timely manner. Overall, I've always had a good experience with Ikea, but they won't get any business from me in the future as a result of the way they handled the above situation.
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