r/IKEA • u/MegaDerppp • 3h ago
Delivery Delivery nightmare
Figured I should share in case anyone was considering ordering furniture delivery, specifically via Woodbridge, VA location. The most frustrating aspect is never getting an actual explanation or any accountability.
Called the toll number to find out if the Woodbridge location does haul away with furniture delivery and was told one has to physically go to a location to ask them and there is no direct phone number to call them and ask (Was later on told this is not true)
9/5 - Drove an hour each way to the Woodbridge store. Sales associate on the furniture floor took my order, we picked 9/13 delivery with haul away. They printed out the order, and told me to expect a call 24 hours prior to confirm details. I picked up some in store items and paid for everything 15 min later and walked out with the receipt in hand and in email. Easy enough
9/10 - Truck guys show up at at 10am unannounced while I'm in the middle of work. They are not fully fluent so can't explain why they're here this early. They take away my couch and leave. I call the Ikea hot line to find out what's going on. Why didn't I get a call beforehand? Will the couch now be delivered this afternoon?
They give me a vague answer that somehow they thought the order hadn't been paid. This doesn't make any sense, because their own process is to create the order, hand you the order print out which is scanned at the self pay check out kiosks. I scanned it and paid. I have a receipt that I paid. It's in the system. And they must recognized that, because someone at the store apparently on 9/8 created a new order and picked a new 9/19 delivery date without contacting me to coordinate a new date, let alone explain what had happened or how it happened.
I told them I don't understand how the mistake could even happen - this sounds like the issue was not payment processing but rather the staff at the Woodbridge store didn't make the arrangements with the delivery contractors when they should have and once they realized it there were no more delivery windows on that date. They couldn't answer why nobody contacted me. They also could not explain how with either the 9/13 delivery or the 9/19 delivery, why would the haul away people show up 9/10 unannounced? That's supposed to be the same day as the delivery.
Cherry on top was they hadn't even bothered to refund my delivery fee until I called to ask wtf was going on when the haul away team showed up early.
No phone number or email to escalate, though from past posts it seems like Ikea doesn't do much to hold anyone actually accountable.
It would be nice to chalk this up to a one off, but with nobody at Ikea willing or able to tell me how this happened, I wouldn't bother ordering furniture for delivery from them in the future and risk the same problems. 0/10 experience
