Service from Ikea  after purchasing a kitchen ( value above euro 4000,-)

I herewith want to share with you our experience  buying a kitchen at Ikea Gran Via ,Barcelona

First time I came to Ikea Gran Via for information and a proposal was made at 11 February 2014. Second visit was a week later, at 17 February 2014. I wanted some changes to the former proposal. This new proposal was made. I asked whether I could order and pay the wanted kitchen that day and pick it up one week later, at 24 February 2014 because I had to arrange a big car (camioneta) to take everything home. I live 200 kms. from Barcelona. ( Els Requers )

But making a reservation was not possible: I was told to come back next week (24 February), actualize the order and pay it: they told me all the items would be on stock. On the 17th February I did order and pay for the "work blade (encimeras" )because for these items there is a delivery time from 4 to 6 weeks.

24 February I came to actualize the order and pay for it, but now it turned out that not all items were on stock. They advised me to go to Ikea Badalona to get the missing items or come back later to Ikea Gran Via. An exact date about when the missing items would be available could not be given.

It is very inconvenient, that when you are living far away from Barcelona, you hire a car and than it turns out you in fact have to come back again (another 400 kms. driving) to pick up the missing items. And above all, because they told me everything would be on stock, I already arranged someone to start rebuilding my kitchen.

So now I had 3 outstanding orders, 1 for the encimeras en 2 for the missing items, that are supposed to be available somewhere in MARCH but no exact date could be given!!!.

You can imagine that I am not very pleased with the described situation and the fact that for such a big order, you cannot make a reservation.

How often do I have to drive another 400 kms. to collect all the items I ordered?

On 28 February I was called by someone for the Sama Almacen at Carrer de la Botanica,  She called to inform me that 2 of my orders were on stock there and would be kept there for 1 week. I have to pick up these items within one week.

But, as I bought my kitchen at Ikea Gran Via, two people promised me that the missing parts would be kept for me at the almacen at Carrer de la Botanica until my other workorder, for 2 encimeras, would be available there so that I could pick up all parts in one time. I have to drive 400 km. to get to Ikea Gran Via so I don't want to this twice.

The  worktop (encimeras ) were expected to be available end of March.

Once again I want to state that a promise was made that the 2 workorders from 24 February would be sent to Carrer de la Botanica and kept there in store for me until the delivery of the encimas is confirmed and that I than can pick up all the items in one time. I don't want to drive 400 kms. to pick up some "socols"" next week and have to drive another 400 kms again a few weeks later to pick up the encimeras. And once again they promised me that the missing workorders would be sent to the almacen in Carrer de la Botanica en kept there on stock for me until all my workorders are completed.

The way things are communicated now don't give me much thrust in the Ikea-concern for her clients. It is not very friendly to make promissess to a customer and than not fulfilling these promises.


On above quoted e-mails I did not get any reaction from Ikea had to made several phonecalls and send the e-mails to an other account.

Furthermore Ikea advised for some of my armarios the wrong bisagras (they advised the 125, but I needed the 153 - otherwise I can't open the cajones.
Also they delivered a wrong colour door ( white instead of grey as ordered)
So I had to get back to Ikea to change the bisagras and door.

I called to get information about the encimera (workorder 528060075 - dated 6 March 2014. Advised delivery date 09 April 2014. Now it turns out that the delivery wil be not earlier than end of April. When I ordered this encimera a delivery time of max. 6 weeks was given!!


Until now we had to hire a car and make extra trips to Barcelona two times, which means 2 times 400 kms. driving.

I have been at Ikea Gran Via to make a complaint about the handling but I was sent from the service desk ground floor to the kitchen dept. and they told me to go back to the sercive desk. So I feel my complaints are not taken seriously.

Last week we were called that our worktop was arrived in Barcelona. Went to Barcelona bought some other parts and back home to Requers . Next day our kitchen builder came to install the last part ( desk top) so that we had finally our kitchen complete and could start cooking.
He found out that after installation the top they delivered a wrong size, order was 1 meter and 67 centimeters and they delivered 1 meter and 63 centimeters.!!! You could imagine what we  feel at that moment. !
Last thursday my wife went by train to Ikea to inform them about the third mistake  and wanted to order a new correct size worktop. And also file AGAIN a complain about the bad performance from IKEA and wanted to discuss this with someone from the mangement team. But the only person she could talk to was the so called daily mngr. ( who was the same persone who made the mistakes )
Guess what ,we got a new delivery date some 6 ( six) WEEKS after the ordering date . She could talk a much as she wanted to get a better and quicker delivery date, but no success.
Very disappointed she went home with the promise that some one would call us the next day with more details about compensation we wanted.
I have been at Gran Via last thursday 8 may. There  I made an appointment with the service desk. They promised to arrange that the customer service dept. would call me on Friday 9 of may, after 2 o"clock. 

I think it is very impolite to cancell this agreement per e-mail and saying that I will be contacted somewhere it the future, who knows when ?????? Of course no one called me on Friday.

This again states my impression that Ikea is not really interested in the customer and not paying attention to the customer's complaints.

During the whole process I called quite a lot of times. Then Ikea promised to call back but most of the time they did not call back so I had to do this again and again.  So it takes me more than 2 months to get a Ikea-kitchen completed  and not still complete+ a lot of driving to Barcelona and phone calls to get any information.

Finally we reived an e-mail confirmation about our complaints and a quote hereby the contents:

About your claims for the delay on delivery articles and compensation for it, you must know that we will compensate you through a voucher card with 20€ for your trouble.

Please, tell us at what address do you want to recieve this card.

We are waiting your answer, and sorry again for the problems during this months.

Unquote


Please share our experience with your friends via the social media or e-mail ?? Our advice never buy a kitchen at Ikea !!!

Regards,

Elly  and Rob Dijs

Not advisable, then.
Shop locally.

Sorry to hear about your bad experiences with ikea , but just to give you some insight how ikea works, I do subby work for them in the uk all the stuff is shipped in by sea container from Sweden its assembled there then flat packed and put into large wooden crates then forked into containers for shipping , hence the 6 week delay , these shops are just assemblers and they really don't know much about the products at all ...... you really are much better off buying locally they will probably know much more about the product they are selling, and give you more of a bespoke service.