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My Painful Experience with IKEA Dubai, UAE


I know that IKEA is the favorite furniture destination for lots of expats living in the UAE but I have been living here for 5 years and managed to avoid buying furniture from there till yesterday … and I wish I hadn't!

Yesterday I went to IKEA in Festival City and bought a 3 seat sofa bed with mattress and cover, then I went to customer care and agreed that that they will send a team to deliver and assemble it today at 5:30pm.

My husband had just arrived from work, looking so tired and hungry when the delivery team arrived.  I started heating supper as they started unwrapping the sofa bed, we figured it wouldn’t take more than 20 to 30 minutes maximum to be done, then we can have supper and relax and boy we were wrong!

The two guys spend almost an hour trying to figure out how to assemble the base … just the base!! My husband kept asking them if there was any problem or if this is their first time to assemble a similar sofa bed but they kept saying “no no all ok”.

After an hour they phoned the driver waiting for them downstairs who came up and played around the base for like 10 minutes before telling us that instead of having left and right hinges, there were 2 right hinges, an hour and 10 minutes to figure this out!!

Then the driver said that he has to go back to IKEA to tell them that he needs a left hinge and of course no way he could make it back today and so we have to wait till tomorrow for the team to come and finish the assembly.

At that point my husband and I were really pissed off because this is not the kind of service we expected from a big retailer like IKEA. I decided to call them and complain and request that tomorrow at least they send us a team who would be expert enough to realize what they are doing.

I called the toll free number and after the employee picked up and listen to my complaint, she said that she will transfer me to the delivery team and they will take care of this. Of course the delivery team didn’t pick up for like 10 minutes. I hung up and called again, the same person replied and gave me their direct number and transferred me again. So I gave my husband the phone hoping someone would pick up and using his phone I dialed the direct number. Again for 10 minutes no one picked up, tried a couple of times but no answer on both lines.

So my questions to IKEA are:
-          - Is it ok to enclose wrong parts inside your products?
-          - Why did you send a team of idiots to assemble my sofa bed who obviously has never done it before?
-          - Why does your delivery team has a phone number, when no one even bother to pick up?

I don’t know what’s going to happen tomorrow, or how long it will take them to assemble my sofa bed but one thing I know is that this is probably my first and last time to buy furniture from IKEA. 

My dear IKEA … thank you for a lousy service. 

Comments

  1. Actually the thing is when it comes to the svices, every oragnisation would not like the name of theirs. Same happened at your place.

    ReplyDelete
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  2. I find it okay though. The store gives good service to customers.

    ReplyDelete
  3. Yeah agreed. Horrific service. Came to your blog because I was looking for a complaint form for Ikea. They don't pick up their friggin phone, and the sofa that arrived without legs is sitting in the middle of my living room - half packaged and dissembled for almost 3 days. I'm appalled. The Abu dhabi store picks up every time though, so I think next time a trip to yas island is worth the trouble.

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  9. I'm thinking of going to Ikea today... now I'm not too sure, but what others choices we have for reasonable prices??

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  10. Same thing happened to me, that freaking PHONE of them hasn't been pick up for 2 hours now. I can't believe the reputable store is having such hilarious service personnel.

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  11. Same with me.after waiting 10 days for delivery,finally furniture came n it was not the one we selected..again we had to go bk..cancel..purchase n waiting for the kids furniture n bed since 6 days...for today...not yet arrived..nor people pick up our call at Ikea....really repenting for going there.

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  12. Ikea is not for me either Marwa, not a single thing I bought from Ikea remained in it's good shape, broken or fructured. I never want to buy anything from there anymore even if it's a cup of tea.

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  14. I am sure that Ikea is different here and elsewhere like UK or Sweden. I am sure the service they provide here is below the standard for Ikea. This is our story. We went to the Dubai store on the 5-5-14 and ordered a complete bedroom furniture. A bed, drawers and a wardrobe. We were told to take our items to the deliver counter and we did. The guy on the counter told us we have to wait 13 day for delivery outside Dubai, but he said he will personally help us to get our items delivered earlier. T
    He came back with to dates one delivery for the bed and one for the wardrobe. We tried to emphasise to them that we would like to get everything delivered and assembled on the same day, but he told us that is impossible. We said ok and they came and delivered the bed first and a week later the wardrobe and it came with a surprise. The deliver guy, came to me and said: We have your wardrobe, but the mirror doors you ordered are smaller and you need to pay extra money to get bigger doors. We did not order the mirrors, or any parts at all!. They processed our order and did everything. Why didn't you called us when you realized this mistake, you called us and informed us that you are on the way? We called Ikea and complained, but nothing happened. The wardrobe is in our bedroom without the two mirror doors for three days now and we are still waiting Ikea to sort this mess out. We do not know when we can get the doors and we are still waiting to get a decision from Ikea.

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  15. Hello : I too have a painful story to narrate here. Since I was relocating from Muscat, I had a fairly big budget of 40K AED, and had met with the Business to Business guys and gave my order. Items were delivered, incompletely, to my house and since I had a large list of items I was not able check whether all were indeed delivered or not. I ended up finding, next week, when another team of guys came to assemble the items that one item worth AED 795 is missing. I called the guy who cordinated this , but he did not respond at all. T
    While assembling, they found that one item doesnt have all necessary parts and said that they will deliver it later and assemble later. Next delivery came the next week, and then they found that even that was not the correct part. So I have that lying in my floor even now :(

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  20. Not my favourite. We bought 2 sofas and one bog table for TV. The delivery guys came to assemble everything and when assembled the sofa bed from right , we asked them that we want it from left they said that they have other clients and they have to go but they will be coming back the following day around 7PM. The following day we managed emptying are busy schedule for the team to come. Nobody came. We were calling the delivery guy. Nobody answers from 6 to 7:30 Pm. Results: A big mess in our living room and a wasted time. Nobody called to change the timing nobody bothered anything not even picking up. They ruined my mood on my off day . I called IKEA today . Hopefully they will do something about it .Although, Not so sure...

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  23. I paid a lot of money for a lot of IKEA furniture. It was so much that at the store in Dubai they said they would deliver it and assemble it to my villa in JVC.

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  26. I am also very disappointed with Ikea's service. We have been an IKEA customer for the past 2 years or so and never encountered any problem, until yesterday when we got the delivery of the wardrobe and bed we ordered.

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