Rufran in Calgary

What could have been a simple and smooth delivery of CAD$ 2,564.10 worth of furniture, IKEA's 3rd party contractor XPO deliveryman and warehouse dispatcher messed it up. Reason: XPO deliveryman called early to deliver early. When proposed time didn't work out, he proposed another time, and kept changing delivery time thereafter resulting in confusion and finally, failure to deliver. XPO dispatcher Maryam inability to listen and be proactive resulted in non-delivery and finally, order cancellation. Compounding the situation, during my refund claim transaction, IKEA's record showed that delivery was completed and received by my spouse. The fact of the matter is, it was not delivered. This was why I was there claiming refund on the first place. IKEA desk clerk confirmed upon short investigation that no successful delivery was made Zero star for XPO. XPO might be a big logistics company but it reputation is only as good as their front liners. Two stars for IKEA only because of the assistance received from Rory and Alex on the refund process. Otherwise, zero as well. Also, I recognize that IKEA is also a victim of these XPO employee's actions. IKEA's final review rating shall depend on IKEA's action to address this incident. Details: 062316 (2010H)-Bought the furniture from IKEA Calgary for CAD$ 2,564.10 including delivery to our new condo unit. The delivery was set to occur between 1 to 5 pm of June 26, 2016. Requested a call prior to actual delivery. Reason: we have not moved to our unit yet. 062616 (1125H)-IKEA's XPO deliveryman called and asked if he can deliver early (an hour and thirty-five minutes early). I said NO. Reminded him delivery arrangement was between 1pm-5 pm. XPO man insisted because he only us for his South Calgary delivery but needs to deliver North Calgary. Again, I said NO. He then said, "Okay then, we will make the delivery to the North and we just have to deliver yours later." I agreed after checking the time frame he think he'll be back. I agreed to two-thirty-ish to three-ish. To this, he replied, "Okay then, we'll just be back later." Then he hung up. My spouse then left to do other chores. 062616 (1219H)-IKEA's XPO deliveryman called again and said, they can now be there at 1pm. I said, "NO, My wife who ordered these things has gone to do other things and would like to receive the delivery herself. You said it would be 3 pm, right? (reminded him his own request)." I then asked him to call after he made his North Calgary delivery. To this he replied, "Okay then...(with a sigh)" and hung up. 062616 (1307H)-XPO Dispatcher (named Maryam) called informing us the XPO deliveryman was at our condo site. Deliveryman reported to dispatcher we were not there. This really made me mad! So unprofessional! I started explaining to Maryam what was happening. Unexpectedly, she said, "The delivery appointment was between 1 to 5 pm. You were not there. You were supposed to be there. We now have to reschedule." That was so rude siding with the troublemaker. Anyway, she kept invoking the statement at least more than five times as if it is a constitutional right. Flabbergasted, I said, "then we will just have to cancel the order and the delivery." She said, "If that's what you want. Just give me your order number." Knowing that it is futile dealing with this woman, I said we are heading straight to IKEA Calgary to cancel our order. After some more of the same statement from her, I understood that she is protecting the interest of the deliveryman's action not IKEA, not mine. I kept wondering how she could help IKEA this way because she does not protect an already existing sale. 062616 (1441H)-Went to IKEA-Calgary. Got hold of two Home Delivery Reps. Relate the situation. I asked for cancellation and a refund. He checked his computer and saw that the delivery was reported complete, received by my wife. Whaaattt! What is going on today? To top all the trouble, a false delivery? One of the IKEA support persons got my receipt and went inside the store to investigate, to ask a more senior team member. When he came back, he was very apologetic. Commented that they do not want their contractor to do it that way. He confirmed that it was a mistake. The items were not delivered successfully. I was given an incident number 10491800. Was promised the money will refunded as soon as the merchandize are returned to IKEA store by XPO. As of this writing, we have not received our refund yet. Hopefully, there will be no additional complication to the chargeback (refund). CONSEQUENCES: Was so stressed and angry with the irresponsible XPO deliveryman and insensitive dispatcher. Was mad and stressed with IKEA for hiring them that we contemplated not buying from any IKEA store anymore. Cancelled all our orders. IKEA losing out on a return customer (other customers). Lost IKEA sale worth CAD$ 2,564.10. Thanks to the dispatcher and the deliveryman! What a day! So simple yet so complex! RUFRAN (062616)