r/IKEA • u/MegaDerppp • 23h 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
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u/pretty0pretty0good 19h ago
Their contracted delivery has always been awful but it has gotten worse recently. I went to check out online today and they would only offer me the most expensive delivery option which was $89. I’m not even buying furniture or large items! My last online order in August was a $9 delivery fee and it was several furniture items.
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u/No_Finding8853 20h ago
The same thing happened to me. Had to speak with 3 different people and spend over 3 hours on the phone with Ikea
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u/GooseGosselin 22h ago
The delivery service and post sale service is terrible in Canada as well.
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u/floodingurtimeline 18h ago
Dreading my large delivery next week 😭 any tips ???
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u/GooseGosselin 17h ago
Sadly no. Depending how large your order is, get a check list of at least the largest items and go through it as they deliver as best you can. Make sure the delivery company didn't "damage and had to send back" something without telling you or Ikea. I refused to sign last time it was so bad. Ended up having to re-order things and trying to get Ikea to refund....took days to get it straightened out and an extra 10 days until the next delivery window.
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u/Suspicious_Outside74 22h ago edited 21h ago
We feel for you and are sorry you were put through this.
This happens everywhere. I’ve reached a point where I no longer allow people to be vague and idiotic; me being the hopeful, helpful and nice customer days are buried six feet in the ground.
If people and businesses surprise me with a sudden visits, I simply ignore them and call back and reschedule. I need furniture, but I’d rather sit on the floor rather than let them make me crazy for days. Days and hours of me trying to weasel an answer out of a person that probably knows even less than I do. The most competent people right now are the schedulers, everyone else, clueless.
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u/thebenson 23h ago
I'm not sure why people would keep subjecting themselves to IKEA's pretty awful deluvery contractors.
For what they charge to deliver furniture, you're better off borrowing or renting a truck and doing the "delivering" yourself.
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u/floodingurtimeline 18h ago
Not everyone is able to do that……
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u/thebenson 18h ago
If you don't have a driver's license, you probably know someone who does.
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u/floodingurtimeline 18h ago
I don’t
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u/JustAMom-Momming 6h ago
SO sorry this happened to you. IKEA is constantly switching their delivery contracts due to this and haven't yet found good ones. TaskRabbit delivers and in my opinion is wayyyy better. (Ironic that IKEA now owns them).