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| - 1) I have been trying to claim my refund for eight (8) days now after a failed delivery. The amount is CAD$2560+. My effort to date had not been successful.
Reason made by IKEA Customer Representatives:
(062916 1600H) - 3rd Party Contractor (XPO) has to return the furniture to IKEA Warehouse first. Its been three days now since the failed delivery and items are still with delivery contractor.
I have to go to the Calgary IKEA store personally just to get the aforementioned information. That was after trying to calling five times waiting for a 15 minutes to a maximum of 20 minutes each time with nobody answering the phone. Automated reply just adds to a customer's stress. This kind of customer treatment is more on the side of rudeness than anything else. Customers are not being treated as people. There must be some other way to show concern to the client needs.
(063016 1450H) - Called three times and waited for the fourth one no matter how long the wait is. It took exactly 40 minutes before a representative answered. Was informed that the furnitures were back to IKEA's warehouse at around ~12:15 pm as per computer record. Refund will take three to five business days! Whaaaatttt?
Pressed further, the IKEA Rep replied: "It takes 48 hours for IKEA Cash Department to do refund..."
Again, WHAAATTTTTTT! This is really beyond me. In the age of technology, doing something so simple takes a lot longer!??? wHY? I don't understand any of this. 48 hours?!!
In defense, the lady Rep said that there are checks to do, etc. I have worked in the fields around warehousing, receiving, refunding and all these and this reason, I feel was absolutely untrue and an insult to my intelligence.
Why don't they press the refund button? How come when I paid for the merchandize in advance, the money was gone from my bank in a blink of an eye?
Two major issues highlighted here:
1) Very poor customer support
2) Very poor communication protocol
3) Very Poor IKEA refund process flow
4) Very poor delivery contractor supervision
Score = I chose one star because the review will not accept zero. In reality, with poor customer support in mind, score is actually NEGATIVE.
(070416)-@IKEACASupport Its 8 days now & still no refund. It took a few minutes for IKEA to withdraw from our bank ! #RBMSInc Something is not right!
*Note: See my previous review on IKEA for more details...
https://plus.google.com/109928100988578053271/posts/j2SBf9DCP8v
070516-Finally, the refund is in. IKEA's process: When customer buys, money goes to IKEA in an instant. When customer return an item due to valid reason and asks for refund, his money gets returned in 9 days! What an experience... whewww! Terrible!
Suggestion to IKEA: You must improve your refund processing.
Once the items are returned, the refund must come as fast as it came in. Do this and customers will have no complain.
Rufran C. Frago (63016)
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