IKEA Canada

waiting time to return a damaged item was exactly 64 minutes...that is one hour and 4 minutes... of waiting in line at North York store. Took 2 minutes when we finally got to the counter. Makes one think that they do this on purpose to discourage returns!!!

VERY RUDE BEHAVIOUR OF STAFF WHEN YOU GO TO RETURN SOMETHING.FURNITURE NOT DURABLE.I WENT TO RETURN THE BED SHEETS AND DUVET COVERS AS THE QUEEN SIZE DIDNT FIT QUEEN SIZE BED.THE LADY ON THE COUNTER SAID THAT SHE CANNOT TAKE IT BACK AS THEY MUST HAVE SHRUNK AFTER WASHING.WHEN WE TOLD THAT WE DIDNT WAS THEM THEN SHE SAID THERE IS NO TAG WHEREAS TAG WAS DEEP INSIDE THE DUVET.THEY ARE VERY VERY RUDE.IHAD TO RETURN MY OFFICE DRAWER ALSO WHICH LOCKED ITSELF& DIDN'T OPEN BY USING CORRECT CODE

WORST CUSTOMER SERVICE EVER. STAY AWAY UNLESS YOU HAVE LOTS OF TIME ON YOUR HANDS IF ANYTHING (AT ALL) GOES WRONG.

Ikea is fine as long as nothing goes wrong. If there is anything that you want to change once you have paid your money, they make it nearly impossible for you to do so. Even for a simple refund on unopened merchandise within 48 hours had us waiting in a line-up for nearly two hours at the store.

We tried to do a kitchen with them a few years ago, and the whole experience was a COMPLETE DISASTER, and involved ELEVEN trips to the store to sort things out because their customer service by phone had us waiting for at least 30 minutes each time just to speak with someone, and then waiting days afterward to have a manager phone us back.

THEY ARE IMPOSSIBLE TO DEAL WITH and clearly give the message that they are happy to promote their products with glossy ads and nice designs but once they've made their sale they are done with you. Their craft-manship is VERY poor, and the quality of their materials is not well-lasting.

Ordered cabinets for the kitchen and there were a few items on back order... the Ikea policy is to call back or look on line. The items that we had on back order were on stock as per the Calgary Ikea website but when we arrived that day they were not in stock. Very frustrating process to wait in line at Ikea and find out the items were not available!!! We have been waiting a long time for cabinet doors. The project is a mess (unfinished)! I would not recommend Ikea to anyone. The service in the kitchen area is horrible - they are short with customers and offer little help. Ikea should not sell cabinets if they cannot have all stock available!

Ordered furniture delivered to our house. Never got advance call (like told), never got call before leaving for our house (like told) then called wrong number and left. Horrible service!

I have had the worst service from IKEA! I spent 3000 on a kitchen in January and scheduled delivery, but delivery never came. I have hired a contractor to start the day of delivery and put a deposit down. After an extremely stressful week of dealing with IKEA, I finally got my kitchen delivered but now out of pocket $2000 for lost wages for the contractor and even after I got a letter in writing from IKEA saying they would compensate me for this bill, after months of phoning them, they have offered me 500.00 gift card.....I WILL NEVER SHOP THERE AGAIN! Brutal Customer Service

The associate by the name Steve was not at all helpful. I was shopping for Ivar Shelves. The tag there indicated that I would need assistance to order this item. I wrote down on the Shopping List IKEA provided the dimension of the side units and shelves with their price, quantity and the total $ alongside the description. I approached this associate to ask him to help me with placing the order. There was no eye contact from him. He told me that IVAR is self-serve items. I explained to him that the tag indicated that I should ask for assistance. He didn't say a word and went straight to the area. He then went to his computer to search without hinting to me how he was going to help me. I sort of guessing that he probably was trying to help. After a minute or so, he walked away without telling me anything. Then another two minutes or so, he came back with another associate and working on the computer. I picked up the line telling him that if this item is indeed self serve item, just give me the aisle number is ok. His associate standing by his side all the while, she at last asked him whether she is needed anymore. I didn't hear him say thanks to his associate. I approached him trying to figure what he was trying to do. I repeated a second time that if he gave me the aisle number, it should be fine. He started telling me that the different parts of IVAR were place in different area. I was totally confused. This is not what I understand with the many years of shopping experience with IKEA. I asked him one last time, I thought. Are you able to provide the aisle number? He looked at my Shopping List and told me the aisle number is 26. I just couldn't believe it! I told him, "No. that is not the aisle number. That is the $ per unit of the side unit. I just had to walk away after giving me 20 minutes to try to help me. There was no eye contact from him all the while. There was no sign of apology in his look. I didn't hear a single word of "sorry" from him after he wasted his client 20 minutes for nothing. I really could not understand how could IKEA get someone as such on the floor to provide client service. It ruined very much my shopping fun with IKEA for the day. I promised myself and I told my wife, I would not go back to this store again. So sad to see IKEA service getting to such level.

They are the most disorganized Co and I bought a new kitchen and had to go back at least 25 times for every small part because they either did not have them or gave me the wrong part. Going with a kitchen Co is the best & most effective & much cheaper in the long run. Absolutely FRUSTRATING!!!

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.