IKEA Canada

Filed against :
Ikea
1475 The Queensway
Etobicoke ON M8Z1T3

Complaint Description:
Inefficient customer service desk which is a result of lack of training and appropriate management oversight. The customer service installation and assembly department servicing time is appalling as I was at the North York location and was service on a timely basis. I was at the Etobicoke location twice and in each case observed the horrid servicing. In the first instance, it took Hunter 30 minutes before he called for back-up. In the second instance, I was the second customer in line and it took an hour to complete the service. In both instances, there were other Ikea staff members around who saw the issue but did not go to the back of the house to indicate the issue. These staff members were aimlessly walking about. I have been the retail sector previously and I have been in management for the last ten years in Finance. I take in upon me to walk into the cubicle to get a better understanding of the issues on hand. The Ikea management was leaving this to their staff ... instead they sat in their office, never rolling up the sleeve and observing the service department. It was obvious that Adib was struggling. The first customer was irate because she said I NEVER ASKED FOR INSTALLATION TO BE REFUNDED, BUT YET YOU REFUNDED THE INSTALLATION. I only asked for the delivery to be refunded. It took him thirty minutes to sort that out, which was then a simply rebilling of the installation. He apologized and said because of wasting your time, we are taking care of the installation. To which the customer said no you aren't, you just charged me. Adib had no idea what he was doing or what he was saying. When Adib processed my order, it was well beyond his capability. He struggled through it and did not listen to the customer. My order configuration changed but as the installation time was already in the system for Feb 14, 2014 at 9:00 am there should have not been a problem to get that time slot. I SPECIFICALLY TOLD HIM I WANTED THE SAME TIME AND DATE. I don't know what Ikea did but he changed the time and never informed me. They should inform the client of the date and time of the installation. THAT WAS NEVER DONE!!! I would have cancelled the installation because I AM DEADSET AGAINST AN AFTERNOON INSTALLATION. That was the time set aside to organize the closet. Kim the manager apologized with the I am sorry but was not sorry. She sat in her office saying I did not know that it was busy outside. After spending $2000 at Ikea that weekend, I will never go back because the service is just ridiculous.

Your Desired Resolution:
I would like the Corporate Head Office to call me to explain the average processing time and what the policy is for the number of employees on hand at the installation and delivery desk. The return desk was more than well staffed as I waited less than three minutes to be serviced. I don't understand why when you are paying for installation or delivery (where Ikea is actually getting money in), why there is only one Ikea staff. The logic does not make sense. I also want to see that Adib is re-trained because of the two people he serviced he had severely errored on each occasion. The first customer before me did not ask for her installation to be refunded but that is what he did. I also wanted Corporate Head Office to speak to the Etobicoke location. Their management staff needs to be more hands on and needs to enter the floor to access the service demands and deploy their employees appropriately.

This case will be reviewed by a complaint specialist at BBB. If your submission meets all the required criteria, it will be forwarded to the business for response within 2 days. It is our policy to allow the business 30 working days to respond to your complaint. BBB will contact you as soon as information is available.