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  • Long story short: DONT USE THE DELIVERY SERVICE!!!!The deliveries are done by an unprofessional/ incompetent third party company. They tried to charge me even thought they did not successfully deliver my item. This one star is for the delivery "service" experience. I will continue to shop at IKEA but I will be renting a truck to pick my items up next time. I purchased a mattress, ordered the delivery for the next morning. I received a text asking to reply "YES" to accept the delivery, I did. I received a call from the delivery man from his cell phone saying he was at my gate. I told him to call the number on my directory so I could buzz him in. He was buzzed into the gate. Then the waiting game began. I did not get a knock at my door. I waited for some time before attempting to reach the delivery man on his cell phone. I called multiple times. The amount of time that passed did not make sense as I am the FIRST UNIT in the complex as you drive in the gate. The man never picked up his phone. I finally walked outside after a while to see if he maybe went to a different unit. No truck (bc he had obviously already left). When I went back into my apartment I saw a missed call from the 888 #. I returned the call. They said I missed my delivery. They told me he waited at my door for fifteen minutes. Mind you I called the driver several times and no response ever. I honestly feel he forgot to knock. Here's where it gets frustrating: I called the service number and they insisted the driver was AT MY DOOR for 15 minutes which he WAS NOT. They sent me an email with a photo of him at my door. This is the most frustrating part bc they consider this photo evidence that he was waiting there. The customer "service" was extremely rude and they kept insisting I was lying. Ultimately I ended up going to IKEA bc they made NO ATTEMPT TO REDELIVER. When I got to IKEA, I saw the mattress I ordered; the package had small tears and was covered in dirt. I asked to return it. The customer service agent, "Jenn" was a bit snarky and also assumed I was lying about my experience, citing the photo (which I was well aware of). She also kept insisting I exchange it, not return (obviously there is some incentive for her). Her name tag was deliberately covered (I heard another employee refer to her as Jenn). She had a little bit of an attitude (mind you she was actually TRAINING another employee LOL!!). I asked to speak to the manager to get a refund on the delivery bc she was trying to not refund me. The manager came, Jenn spoke with her as if I was not there, not even letting her know what my complaint/ side of the story was. Super awkward. The manager did not even address me until she spoke first with Jenn, then with the guy in the delivery department. The manager did ultimately give me a refund but it was a huge fiasco. My return was in the form of an IKEA gift card. Welcome to the Shit List, IKEA. You could improve your delivery service by requiring your providers to actually video record the "delivery." They are currently unaccountable for their awful "service" which I actually PAID for. Unbelievable. I'm wondering if there is some incentive for the delivery provider to not actually deliver the items (i.e. an extra delivery fee) bc I WAS HOME THE ENTIRE TIME!!!!!!
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